Clarity Service Management

CA Service Management 17.0 is now available

By Rajeev Kumar posted 04-27-2017 08:43 AM

  

Dear Community Member,

 

Today, we are pleased to announce the availability of CA Service Management 17.0.

 

Aligned with our strategic themes of targeted user experience, simplification, and unification of solution components, this release includes the following key features:

 

  1. Contextual Collaboration: Analysts using xFlow can collaborate with other analysts and subject matter experts in context of a ticket. Conversations and files are retained in the ticket timeline to speed up resolution of similar future tickets.
  2. Ticket Follow-up: xFlow now enables analysts to schedule follow-up on tickets along with reminders.
  3. Quick Profile: xFlow now provides Support Analysts with enhanced in-context profile and environment information about end users (customers).
  4. New consistent look & feel: CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management are updated with a new, consistent UI theme, unifying the look and feel of CA Service Management solution components, as well as xFlow.
  5. Improved accessibility compliance for Service Catalog: CA Service Catalog now offers significantly improved accessibility (section 508) compliance for End Users and Administrators.
  6. Easy upgrade: CA Service Desk Manager includes a Customization Upgrade Utility that semi-automatically merges customizations with out-of-the-box files enabling a quicker, reliable upgrade of CA Service Desk Manager.
  7. Improved compatibility: This release supports recent versions of Operating Systems, Databases, third-party technologies, and other interoperable CA Technologies products.

 

This release also includes several quality, stability and security improvements, and bug fixes.

 

You can download your copy of CA Service Management 17.0 from CA Support Online.

  

We encourage you to visit the CA Service Management documentation wiki for the release overview and how to implement the new version. You can also view a community webcast that provides an overview of this release. 

15 comments
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Comments

02-28-2018 03:06 PM

As a result of continuous improvements to the CA Service Management product installer, and with the recent GA announcement of release 17.1, we have removed 17.0 from the product downloads.

In the event that you need the 17.0 image to build an additional or rebuild an existing server, please contact CA Customer Care online at http://www.ca.com/us/customer-care.aspx where you can submit an online request. You can also call CA Customer Care at +1-800-225-5224 in North America or see http://www.ca.com/phone for the local number in your country. 

 

Thanks

Steve

10-18-2017 01:57 PM

Yes can you please invite me or send me the pre-recorded WebEx.  Iam sort of at a crossroads here with CA and I really need this insight. 

10-18-2017 01:23 AM

ddorben The next release will be 17.1 - expected in Q1 Calendar Year 2018. We are adding more features to xFlow in this release, and afterward. Let me know if you are interested in getting a preview over Webex. We plan to open it for beta in a few weeks time. 

10-17-2017 10:59 PM

When is the next release of Xflow?  I still find it clunky to use with lots of shortcomings.  I know this is a work in progress but i am excited to one day install the new release that is actually a workable option for all levels of analysts.

05-17-2017 07:06 AM

Hi Subbarao,

 

If you ask my opinion, the newer version has come up lots of UI Fresh pages with additional features the biggest one I consider (in customer point of view) is the feature to upgrade the customizations from client environment. Here are are some features included in SM 17.0 GA version

 

Aligned with CA strategic themes of targeted user experience, simplification, and unification of solution components, this release includes the following key features:

  1. Contextual Collaboration: Analysts using xFlow can collaborate with other analysts and subject matter experts in context of a ticket. Conversations and files are retained in the ticket timeline to speed up resolution of similar future tickets.
  2. Ticket Follow-up: xFlow now enables analysts to schedule follow-up on tickets along with reminders.
  3. Quick Profile: xFlow now provides Support Analysts with enhanced in-context profile and environment information about end users (customers).
  4. New consistent Look & Feel: CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management are updated with a new, consistent UI theme, unifying the look and feel of CA Service Management solution components, as well as xFlow.
  5. Improved accessibility compliance for Service Catalog: CA Service Catalog now offers significantly improved accessibility (section 508) compliance for End Users and Administrators.
  6. Easy upgrade: CA Service Desk Manager includes a Customization Upgrade Utility that semi-automatically merges customizations with out-of-the-box files enabling a quicker, reliable upgrade of CA Service Desk Manager.
  7. Improved compatibility: This release supports recent versions of Operating Systems, Databases, third-party technologies, and other interoperable CA Technologies products.

 

You can also go through the recommended reading and the docops of SM 17.0 GA Version

 

https://docops.ca.com/ca-service-management/17-0/en/release-information/ca-service-management-release-17-0

Hope this helps

05-16-2017 05:24 AM

Great...how the new version looks after installation.

04-29-2017 12:40 AM

Installing CA Service Desk 17.0

 

CA SDM::. Install CA Service Desk - 17.0 

04-28-2017 08:43 AM

Thanks John,

 

Thought so, but then wanted to get a confirmation in case If the process is other wise.

04-28-2017 08:22 AM

Hi Mahesh,

The utility will attempt to merge changes into all forms that are in the site mods directory.  It doesnt know whether those forms were done with WSP or not, as its not notated or stored in the DB anywhere.  

See the documentation on the feature here: Customization Upgrade Utility - CA Service Management - 17.0 - CA Technologies Documentation 

 

Important to keep in mind the following note that is also documented:

 

Important! We recommend that you use the utility to merge only the HTMPL and CSS files. We currently do not provide support to merge the failed files and such files must be merged manually.

 

Thanks,

Jon I.

04-28-2017 04:24 AM

A Question in Continuation to "Easy upgrade:  Ability to migrate web forms (htmpl) from one release to another " link

 

The ability to migrate the existing forms is limited to WSP customizations or any forms that are customized beyond WSP?

04-27-2017 02:01 PM

Be sure to note where we heard YOU and incorporated your ideas:

 

Ticket Follow-up:  Call Back Reminder Pop up/Email to Assigned Analyst 

Easy upgrade:  Ability to migrate web forms (htmpl) from one release to another 

04-27-2017 11:23 AM

Great news !!

04-27-2017 09:56 AM

Great news !!

04-27-2017 09:18 AM

Excellent News!

 

Glad to hear that we have come up with a new release with the best of feature in the industry with R17.0 version.