Chris_Hackett

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (October 2015)

Discussion created by Chris_Hackett Employee on Oct 10, 2015

Miss the October Service Management Office Hours - Online Chat? Check out what you missed below and be sure to join us in November for the next session!


from Derek Cavour to Everyone:

  Good morning.  Is there a published schedule for ITSM for the next few releases?

from Chris Hackett (CA) to Everyone:

  Hi Everyone - We'll be starting in just a couple minutes.

from Chris Hackett (CA) to Everyone:

  OK - Ready to go!

from Rajeev Kumar (CA) to Everyone:

  @Derek - The information relating to future releases is typcally covered in a roadmap presentation. You can request a rodamap presentation via the CA Account/Sales contact person, and we will be happy to walk you thorugh the future direction.

from sharath to Everyone:

  Hello thanks for the session. Question 1: Do we have the possibility to have multiple cars in Catalog?

from Rajeev Kumar (CA) to Everyone:

  @Sharat - did you mean multiple 'carts' ?

from sharath to Everyone:

  Service desk/Help desk team order multiple services for many  users. They want to have the option to add the services to cart for one user  and  a new cart for new user and submit option for any of the cart per the analyst need

from Derek Cavour to Everyone:

  @Rajeev - Thank you.

from Jeroen to Everyone:

  In SDM, the assignee field is being filtered based upon the group you've selected.

from Rajeev Kumar (CA) to Everyone:

  @Sharat - Please get this to Communities Idea where we can discuss this further and get inputs from other community members.

from Jeroen to Everyone:

  In SDM, the assignee field is being filtered based upon the group you've selected. Is it also possible to to filter the group based upon the assignee you've selected?

from sharath to Everyone:

  @Rajeev..sure wil do it. Thanks

from sharath to Everyone:

  Q2: Is it possible to see date and time when a user delegated , since usm_request_auto_delegation only shows delegator and delegate

from Rajeev Kumar (CA) to Everyone:

  @Jeroen - We have added the enhancement of filtering assignee based on selected group, in the upcoming release - 14.1.02. Pre-release validation for this release has begun. Please register and participate for a preview. You can find registration information in Service Management Communities.

10/08/2015    07:16:44 AM    from Jeroen to Everyone:

  @Rajeev, thanks

10/08/2015    07:20:09 AM    from Rajeev Kumar (CA) to Everyone:

  @Sharath - We will get back to you on the question of delegation date and time. We will create a post for this in Service Managament Communities with an answer to your question.

10/08/2015    07:20:29 AM    from Chris Hackett (CA) to Everyone:

  Any more questions?

10/08/2015    07:22:05 AM    from sharath to Everyone:

  Thanks Rajeev

from Rajeev Kumar (CA) to Everyone:

  @Everyone - We are starting the pre-release validation for next release 14.1.02. Please participate in the preview and provide your feedback. You can register for the program here - https://validate.ca.com/callout/?callid=23AFCFCE2A804319A349552F69BBE2AD, if you have not already.

from Chris Hackett (CA) to Everyone:

  OK - We'll give it a few more minutes and if no more questions we'll wrap up for this month. Questions?

from Ray Cerniglia to Everyone:

  The organization I currently support is using SDM r12.7.  I am looking for recommendations for which release of SDM to migrate to considering on the ease of upgrade, least risk and the impact to the end user experience (Employee and Analyst).  Where is the best place to find this information?

from sharath to Everyone:

  Q3: SDM is AA configuration and we use SDM App1  to integrate USS with service desk. Is it possible to use Loadbalancer instead i use directly any of the servicedesk server

from sharath to Everyone:

  We use the USS datasource and given appl tomcat since the integration works with webservices. HOw we can achieve to direct this to load balancer.. For us its F5.. any documentation please

from Paul Coccimiglio (CA) to Everyone:

  @Ray - we would suggest to upgrade to the latest CA SDM 14.1 release to take advantage of the new features and functionality.  In terms of upgrade effort and impact, upgrading from CA SDM 12.7 would be the same no matter which CA SDM release you upgrade to

from Ray Cerniglia to Everyone:

  Are there many differences in the user interface?

from Paul Coccimiglio (CA) to Everyone:

  @Sharath - Architeture type questions are difficult to provide a definite answer via this forum since there are many factors that need to be considered.  We would suggest engaging with your CA Account team to arrange a discussion with a CA Services Architect to discuss your requirements and possible options

from Paul Coccimiglio (CA) to Everyone:

  @Ray - there are no major changes to the Employee/Analyst interface with CA SDM 14.1.  However, we do have Unified Self Service (USS) available in CA SDM 14.1, which would be a new interface if you decided to implement it

from sharath to Everyone:

  OK Paul

from Chris Hackett (CA) to Everyone:

  Any more questions for today?

from Andrea Holmes to Everyone:

  Any recommendations on the BEST thing to see at CA World

from Chris Hackett (CA) to Everyone:

  OK Everyone we're finishing up - Thank you for your participation today and please join us in November for the next Online Chat!

from Ray Cerniglia to Everyone:

  Thank you Paul and Sharath.  I will reach out to our CA Account team.  My preference would be to move to latest release.

from sharath to Everyone:

  Thanks!

from Avneesh Bhatnagar (CA) to Everyone:

  @Andrea the CA world as you may know showcases our future direction and vision that our products will take and how our customers can make use of these, so look out for exciting new developements in the service management space.

from Chris Hackett (CA) to Everyone:

  Thanks again everyone!

Outcomes