Chris_Hackett

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (May 2017)

Discussion created by Chris_Hackett Employee on May 12, 2017

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

 

 

from Chris Hackett (CA) to everyone:

HI Everyone, If you have any questions for the team you can ask them now! Thanks

from Chris Hackett (CA) to everyone:

Please make sure you post to everyone when you are asking or answering

from Heikki Ikonen to everyone:

Hi,

from Heikki Ikonen to everyone:

I'm just starting to explore Configuration Audit and Control Facility (CACF).

 

from Heikki Ikonen to everyone:

Are there any resources that you can recommend, like webcasts, whitepapers, Who-tos etc?

from Paul Coccimiglio to everyone:

@Heikki - You can refer to the following documentation https://docops.ca.com/ca-service-management/14-1/en/using/configuration-management/configuration-audit-and-control-facility-cacf

from Heikki Ikonen to everyone:

Yepp, got that, thanks. It's a bit heavy going, though :-)

from Heikki Ikonen to everyone:

Do you know if anyone has done a webcast or similar demo on it?

from Heikki Ikonen to everyone:

A bit more hands-on, I mean.

 

from Paul Coccimiglio to everyone:

@Heikki - the following document is useful in regards to CMDB best practices - https://communities.ca.com/docs/DOC-231172080

from Heikki Ikonen to everyone:

Yepp, got that one too. And it is very good! I would really like to see someone do it in practice.

from vish to everyone:

Is it possible to extend the search within Knowledge Management tab on tickets in SDM 14.1 cum2 to be able to search by the contents of knowlege article embedded attachments?

from Paul Coccimiglio to everyone:

@Heikki - understood.  We will forward your request to a CMDB expert and see if we can arrange for a demo/presentation for you

from Heikki Ikonen to everyone:

@Paul - Thanks! Is there any material in the CA learning / courses on CACF?

from Paul Coccimiglio to everyone:

@Vish - searching attachment contents via the OOTB KT search is not possible.  You might want to investigate using Federated Search and configure it to "crawl" attachments

from J W to everyone:

@Paul.  Would you make that request for a CACF demo to be a published video and/or a webinar? ;-)

from Paul Coccimiglio to everyone:

@JW - sure thing.  Perhaps we can coordinate a community webcast if there is enough interest in the topic

from Carol Piccus to everyone:

@Heikki - we do have a course on CACF:  http://marketplace.ca.com/education/33svd2060t.html

from Chris Hackett (CA) to everyone:

Are there any other questions for the team?

from vish to everyone:

Would be great to have a section for employee/analyst UI showing Top Recommended (preferred) documents besides Top 10 Solutions?

from Heikki Ikonen to everyone:

@Carol: Unfortunately the course is in Portuguese... :-( A demo in english would be greatly appreciated.

from Paul Coccimiglio to everyone:

@Vish - have you posted this requirement as an IDEA on the CA Service Management Community?

from Carol Piccus to everyone:

@Heikki - yes, I saw that :). I am going to work with our team to see what we can schedule as a follow up. Stay tuned.

from Heikki Ikonen to everyone:

@Carol: I think I found the English web-based course: https://www.ca.com/us/education-training/course.se.33svd20600.html

from vish to everyone:

@Paul - Will post the idea later and for now is there a workaround to pin preferred documents into Top Solutions for employee?

from Carol Piccus to everyone:

@Heikki - great! Let me know if that works out for you. You can easily connect with me through the Community.

from J W to everyone:

@Carol @Hekki - For that last link to the CACF WBT, what does "0 SEK" under Cost mean?

from Heikki Ikonen to everyone:

@J W: SEK = Swedish Krona, the currency.

from Carol Piccus to everyone:

@Mohamed - we support TLS with email. Please see the following: https://docops.ca.com/ca-service-management/17-0/en/administering/configure-ca-service-desk-manager/how-to-configure-the-mailbox-to-handle-inbound-emails/define-a-mailbox

from Heikki Ikonen to everyone:

@J W: When searching the CA Training Catalog you have to choose a catalog, depending on the country you're in. I'm in Sweden, so it shows me 2164 SEK. Aparently it's free for you :-)

from Carol Piccus to everyone:

@J W - try this link for USD  https://marketplace.ca.com/education/33svd20600.html

from Paul Coccimiglio to everyone:

@Vish - you would need to customize the employee Home Page via Web Screen Painter and code the URLS to the documents there

from Chris Hackett (CA) to everyone:

Does anyone have any other questions for the team today?

from Heikki Ikonen to everyone:

@Chris: I'm done, thanks.

from vish to everyone:

@paul - OK

from J W to everyone:

@Carol:  Thanks!

from Chris Hackett (CA) to everyone:

Thank you everyone for joining today. Please visit us on the communities.

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