Clarity Service Management

What you may have missed in the CA Service Management Community! October 2015

By Christopher Hackett posted 11-11-2015 05:36 PM


Dear CA Service Management Community Member,


With so much going on in the Service Management Community I have consolidated recent activities in case you missed anything.


NEW Weekly Member Activity

Ask a Question, Get an Answer - See an Unanswered Question, Offer a Solution (11/6/15 - 11/13/15)

It's great that we have such a vibrant community to get quick answers to questions and gain product knowledge! We have very active members jumping in to help others out all the time. The goal of the community is to respond to every members' question so that no one goes away "empty handed". To help further responses to all questions I am starting the following campaign.

  • Every week I will post a blog entitled "Ask a Question, Get an Answer - See an Unanswered Question, Offer a Solution".
  • In the blog will be links to questions in the community that have had no response.
  • Members review the subjects and if they have a response they can quickly click on the link and provide a potential solution.
  • IMPORTANT - As a part of the response include #helpinghands (it will look like: #helpinghands when you select the tag from popup).
  • In the weekly blog post I will be thanking all the "helpinghands" who responded to unanswered questions in the previous weeks blog.

Shoutout to all the members who helped out with the unanswered questions so far! Thank you for all your help!


Upcoming Events

CA Service Management Office Hours: A Live Online Chat (November 2015)

Have a question about CA Service Desk, ITAM and/or CA Service Catalog? Connect with CA Technologies technical experts to get answers via Office Hours for CA Service Management. Our team is here to help you get more out of your technology. Join us for one hour Thursday, November 12th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.


Did You Miss?

CA Software Asset Manager Update - Recording and Presentation

Miss this great presentation? Check out the webcast recording and presentation below to learn about exciting new CA Technologies capabilities in software asset management. Topics covered included:

o CA Software Asset Manager 4.0 – the latest upgrade including a greatly enhanced user experience

o CA Software Asset Manager Optimization & Simulation Module – A new offering delivering advanced optimization capabilities for performing cost comparisons of different license models to support more strategic procurement decisions, simulation features enable more accurate forecasting and demand planning, and much more.

Speaker: Michel Avenel, Sr. Principal Product Manager at CA Technologies


ITSM Maturity: The Panacea, the Reality, and the Journey - October 20 @1PM ET

Almost every IT shop claims that increasing their IT Service Management (ITSM) maturity is an important objective, but very few have gotten far down the road. What exactly is ITSM “maturity”? Is it the same for everyone? Is it truly attainable? How do we get there? And how do we measure our progress during the journey? Hear about models that measure ITSM maturity and where most organizations stand today. Get ideas about where you may focus to get some quick hits increasing your ITSM maturity. These questions and topics are explored in what will surely be a highly relevant and entertaining webcast by PINK Elephant’s George Spalding and CA Technologies’ Allen Houpt. Buckle your seatbelt and enjoy the ride to ITSM maturity; but, don’t ask “Are we there yet”?

Replay: ITSM Maturity: The Panacea, the Reality, and the Journey.


Announcing New CA Service Management Capabilities

Learn about exciting new capabilities being made available in CA Service Management. They are being made available as a value pack that doesn’t require a full upgrade. Capabilities include:

o Configuration Promotion – A simplified process to move configuration changes through Dev, QA, UAT to PROD environments

o Common Patch Installer – Simplifies patching of solution components

o Community-driven Enhancements – Includes MDB level setting, search personalization, SDM attributes in Unified Self-service, and controlling the visibility of “communities”

Speaker: Rajeev Kumar, Principal Product Manager at CA Technologies

*Replay and Presentation will be posted soon.


caw15-small.png Service Management: Going Big at CA World We have an action-packed Service Management agenda at CA World which is being held Nov 16th to Nov 20th in Las Vegas.  Customers, CA experts and industry analysts will present and engage in conversation about  ideas, trends, experiences and solutions that are fueling transformation in IT Service Management.  Here are some of the highlights:

  • Education Sessions:Topics and best practices covering process automation/workflow, reporting/dashboards, change and configuration, software asset management and more.
  • Case Studies: Customers speaking about driving ITSM maturity, user adoption, team approaches to ITSM, change/config management for agile ITSM, effective use of process automation in ITSM, and much more.
  • Technology & Market Sessions: CA ITSM leaders and industry analysts presenting ITSM trends and CA product vision, strategy and roadmaps.
  • Micro-sessions (Tech Talks): Focused, small-group sessions on topics including Knowledge Management, Mobility, ITIL and more.
  • Meet the Experts (Smart Bar): Access to CA product managers, SWAT resources, etc. for one-on-one discussions on ITSM and product topics of your choice.
  • Product Demos: Live demonstrations of current and near-term capabilities for CA Service Management solutions including service desk, self-service/catalog, asset management, reporting/dashboards, and more.
  • And the Fun Stuff: Concert performances by Sheryl Crow and Back Street Boy; Keynotes by Fareed Zakaria - host on CNN, author and columnist, and Steven Kotler - New York Times best-selling author, award-winning journalist and entrepreneur.

CA World Service Management Session Changes


Great times were had in the WHAT’S THE CRAZIEST SERVICE TICKET YOU’VE EVER RECEIVED? competition!

We have picked a WINNER, Cindy Smith, Sr. IT Knowledge Manager from McGladrey, LLP. 

We look forward to having Cindy join us at the CA World conference. Here is her winning submission:

"I worked at an IT Help Desk that also took facilities calls. The most memorable call was "My desk is by a window and a bird flew into the window. There is blood and feathers everywhere. Can someone please come clean the window; it is very distracting in its current state making it hard for me to work."

The entire CA ITSM team would like to thank all members who participated and provided the great stories we all got to read. We appreciate you staying engaged with our community and contributing to all the great content generated by our members and community.



Featured User

Community Member Spotlight for October - Jon Israel

Once a month we'll shine our virtual spotlight on one of the CA Service Management community's members. It's just a fun, easy way for us to get to know one another a little bit beyond our work-related interactions here on the site. This month, we're featuring Jon Israel Principal Support Engineer, CA Technologies.


Jon is pictured with his wife and son.  IMG_1462.JPG


Thank you for all contributions to the CA Service Management community Jon!




CA Service Management

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Additional Times May Apply

Tips and Helpful Information

CA Service Management 14.1 - RO80318 for Windows 14.1.01 CUMULATIVE

CA Service Management -- Incident and Problem Management

CA World 2015 ITSM Program Guide

Download CA Service Management APP Google Play (Android) & Itunes (IOS-Iphone)

CA Service Management 14.1.02 is now available

SPEL API methods

CA SDM - CA Service Desk - AHD Codes - Error

Cloud Platform Demo and Overview of New Features

New CA SAM Catalogs (v. 4.0.8) are available in CA Service Management

CABI 4.1 Supported Platforms

fiddler4setup.exe - mirror - web debug

Resolution Code - usp_resolution_code - resocode - Código de resolução - Resolución - 解決

CA SDM pdm_load 537  Invalid character encountered in input - error

Resolution Method - usp_resolution_method - resomethod - Método de resolução - Resolución - 解決

Root Cause - rootcause - rc / Causa raiz - 根本原因 -

ITIL - Glossary of Terms, Definitions and Acronyms

CA Service Desk Manager (SDM) r12.1 SDM Advanced Functionality and Reporting

Where can I find Spel functions documentation?

MS SQL and CA Service Desk Performance

Add button to get ticket url!

CA SDM how to delete location?

SPEL EVENT methods

SPEL: HTML styled notification via SPEL

CA PAM Real Installation video using 16 minutes

Everything you need know about CA Service Desk Date format

PDM_LOAD : ERROR: Invalid row termination, expected }

Before open a support issue - Environment Informations

Upgrade from UAPM 11.3.4 to APM 14.1, mdb update errors with: The ALTER TABLE statement conflicted with the FOREIGN KEY constraint "AVIVJOIN01"

AIDA32 3.94.2 - Hardware inventory portable - Mirror

Configuring APM 12.9 SSL with IIS 7

Service Desk Manager 15 days Implementation

Notification (or any other action) on call back date for the requests


Top 10 Ideas

right click copy/paste87DELIVERED

Personalize views76UNDER REVIEW

Allow Classic Workflow for incidents and request74DELIVERED

IIS web server available for all SDM functionality.72UNDER REVIEW

Create GUI for GRLoader/ADT for CMDB70UNDER REVIEW

Development to QA to Production Promotion Utility64DELIVERED

Extend pdm_load and pdm_userload functionality56UNDER REVIEW

Multiple file upload53DELIVERED

Allow inactivity timeout be a role based setting rather than a global setting.53UNDER REVIEW

Easily Convert Incident to Request, and vice versa.50NOT PLANNED



That's it for now folks but I'm sure there will be a lot more soon! Take a moment to get in on the CA Service Management discussions and make your voice heard!





Community Manager, IT Business Management


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