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, June 11th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.
Check out out HERE: CA Service Management Office Hours: A Live Online Chat (June 2015)
In case you missed this Office Hours for CA SM - Online Chat you can check out the text below. Please join us for the next one in July!
06/11/2015 06:53:21 AM from vinod (CA) to Everyone:
Hi Team Good Morning
06/11/2015 06:55:00 AM from Eduardo Rodrigues to Everyone:
Good Morning all
06/11/2015 06:58:52 AM from Chris Hackett (CA) to Everyone:
Hi Everyone - We'll be starting in just a few minutes!
06/11/2015 07:01:47 AM from Chris Hackett (CA) to Everyone:
OK - Ready for questions!
06/11/2015 07:02:42 AM from Micah to Everyone:
Is there a way to configure the core applications to use windows authentication to connect to the DB?
06/11/2015 07:03:08 AM from Eduardo Rodrigues to Everyone:
Is there any way to integrate USS with EEM manualy?
06/11/2015 07:04:09 AM from Mihályi Gábor to Everyone:
Hello, I heve a question in connection with live chat support. Need special port open in server and client side?
06/11/2015 07:04:30 AM from Jon Israel (CA) to Everyone:
@Micah - all of the core products use a SQL userID to connect to the DB, so thats why we require "mixed auth" on SQL - so unfortunately this would not be possible.
06/11/2015 07:06:03 AM from Mihályi Gábor to Everyone:
Is possible to use custom screens from mobil device?
06/11/2015 07:06:23 AM from Raghu Rudraraju (CA) to Everyone:
@Eduardo, If you are using CA SM 14.1 common installer, auto integration is done by the installer. If you really wants to integrate it manually, you could do so via USS -> Control Panel (http://USSHost:8686/group/control_panel ) -> Portal Settings -> Authentication -> EEM
06/11/2015 07:07:31 AM from Rajeev Kumar (CA) to Everyone:
@Mihalyi - could you please elaborate on 'custom screens from mobile device' ?
06/11/2015 07:08:49 AM from Roger Morse (CA) to Everyone:
@Everyone, if you have not yet signed-up for the CA Service Management TUCSON validation effort, read more about it in the Community https://communities.ca.com/community/ca-service-management and sign-up today!!
06/11/2015 07:09:46 AM from Raghu Rudraraju (CA) to Everyone:
@Mihalyi --> the Live Chat question, is that about Support Automation component OR are you referring to CA Support's Chat option on support.ca.com
06/11/2015 07:10:10 AM from Mihályi Gábor to Everyone:
@Raghu: Support Automation
06/11/2015 07:10:22 AM from Eduardo Rodrigues to Everyone:
@Raghu Ok, but the integration during the installer fail. Now I can´t login on the USS control panel. I will try install again.
06/11/2015 07:10:28 AM from Micah to Everyone:
what tables store the values for the new unified installer?
06/11/2015 07:11:06 AM from Roger Morse (CA) to Everyone:
@Everyone... if you use Asset Portfolio Management or IT Asset Management, we are looking for your feedback on these solutions. Please take the ITAM Customer Feedback Survey on the Community today! https://communities.ca.com/thread/241725842
06/11/2015 07:11:27 AM from Mihályi Gábor to Everyone:
@Rajeev: we use custom htmpl in casdm to approve workflow tasks. Is possible tzo use from mobile client?
06/11/2015 07:11:41 AM from Raghu Rudraraju (CA) to Everyone:
@Eduardo, if you are using USS with Catalog and SDM, USS uses EEM authentication already during the installation. If you continue to run into trouble, feel free to raise a support case for that
06/11/2015 07:12:31 AM from Raghu Rudraraju (CA) to Everyone:
@Mihalyi --> Support Automation chat : you would need the Support AUtomation Tomcat port open between end users and the server
06/11/2015 07:12:46 AM from Raghu Rudraraju (CA) to Everyone:
typically that's :8070 or 10443
06/11/2015 07:12:49 AM from vinod (CA) to Everyone:
@ Mihály please check Implementation guide which has the list of port that need to open for support automation:
06/11/2015 07:13:01 AM from vinod (CA) to Everyone:
Excerpt from it : Main Server (Socket Server) Internal: 7005
■ Main Server (Socket Server) External: 10443
■ Socket Proxy Server (Socket Configuration Main Server) Internal: 7005
■ Socket Proxy Server (Socket Configuration Main Server) External: 10444
■ Message Routing Server (Socket Configuration) External: 10444
■ Apache Tomcat: 8070
■ Apache Tomcat Shutdown: 8075
06/11/2015 07:13:30 AM from sharath.mateti to Everyone:
In USS, the rejected orders will appear under Open. Do you have a suggestion to have a new scoreboard for rejected next to OPEN instead having it under OPEN
06/11/2015 07:13:44 AM from Andrea Holmes to Everyone:
In SDM 12.9 when we use pdm_load, we like to use the -v parameter so that we can see the detailed results. These results aren't written to the log file when using the > output.log. Is there a way to write the output to a log since this doesn't work? Ex. pdm_load -v -f group_members.txt > output.log
06/11/2015 07:14:06 AM from Chris Hackett (CA) to Everyone:
FYI - Get a Sneak Peak at the CA World ’15 Session Catalog - Now Live! - Community Members get a $700 discount and "buy-one get-one" - More Info: https://communities.ca.com/community/ca-world/blog/2015/06/10/ca-world-15-session-catalog-live
06/11/2015 07:14:15 AM from Raghu Rudraraju (CA) to Everyone:
@Micah -> https://wiki.ca.com/display/CASM1401/Run+the+Database+Cleanup+Utility it shows the table names that we store the information about a given CA SM installation
06/11/2015 07:15:27 AM from Eduardo Rodrigues to Everyone:
Ok. I opened support case. But is slow to be solved. I will wait. Tks
06/11/2015 07:16:01 AM from Eduardo Rodrigues to Everyone:
@Raghu Ok. I opened support case. But is slow to be solved. I will wait. Tks
06/11/2015 07:17:38 AM from sharath.mateti to Everyone:
USS integrated only with SDM, Report an issue will have two comments. One for Order and other for Servicedesk. Both we can see from USS. But when configured with Catalog we wll have only comments of catalog. Dont have a way to see the comments from ServiceDesk. For the Business Analyst like us, this is not a good design to discuss with clients. Any idea's here
06/11/2015 07:18:20 AM from Jon Israel (CA) to Everyone:
@Sharath - regarding the "rejected" dashboard for USS - for this one you would have to raise this as an idea on the communities as currently it is not possible to create additional dashboards.
06/11/2015 07:18:22 AM from Raghu Rudraraju (CA) to Everyone:
@Eduardo, I'll follow up on the case. thank you
06/11/2015 07:19:08 AM from sharath.mateti to Everyone:
@Israel. yes I will do. Thanks!
06/11/2015 07:20:10 AM from Chris Hackett (CA) to Everyone:
@Sharath - The link to Ideas in the SM Community if you need it: https://communities.ca.com/community/ca-service-management/content?filterID=contentstatus%5Bpublished%5D~objecttype~objecttype%5Bidea%5D
06/11/2015 07:21:24 AM from Mihályi Gábor to Everyone:
Do you share casdm development roadmap?
06/11/2015 07:22:24 AM from Lucas Daflon Scoralick to Everyone:
Hi, my question is about Service Desk integration with others monitoring tool, how i should do this integration? The PAM is the best way? Would you say that the efforts to build the integration is too big?
06/11/2015 07:24:55 AM from Avneesh Bhatnagar (CA) to Everyone:
@Sharath the business users do see the comments posted by the analysts in the USS, and that is inbuilt. Now is that what you are looking for or is the problem here different than viewing the comments accross systems?
06/11/2015 07:25:43 AM from Jon Israel (CA) to Everyone:
@Lucas - I am assuming you are referring to monitoring the "health servlet" within SDM. The only tool that we support and document is NagiOS. We have not tested or documented any other tool at this time.
06/11/2015 07:25:51 AM from Dale Clark to Everyone:
@Mihályi - We do not publicly publish product roadmaps. Customers can request to have a roadmap session set up with either Product Managers or certified PreSales team members.
06/11/2015 07:26:21 AM from Mihályi Gábor to Everyone:
@Dale: ok tnx.
06/11/2015 07:27:39 AM from Eduardo Rodrigues to Everyone:
During the SM 14.1 installation process, the USS admin user is created in EEM, but the USS application is not registered in EEM like Service Catalod an PAM. How this authentication process works?
06/11/2015 07:27:40 AM from Raghu Rudraraju (CA) to Everyone:
@Andrea try something like that: pdm_load -v -f file.dat > output.log 2>&1
06/11/2015 07:28:58 AM from Lucas Daflon Scoralick to Everyone:
@Jon Israel (CA), NagiOS is one of the tool that we want to integrate, how the integration is done?Can i find the documentation in support site of CA?
06/11/2015 07:29:17 AM from Raghu Rudraraju (CA) to Everyone:
@Eduardo, USS is not needed to be registered as an Application in EEM
06/11/2015 07:29:43 AM from Rajeev Kumar (CA) to Everyone:
@Mihályi - On the custom approval form on CA Service Management mobile app, we will check and get back to you. We will post a discussion in CA Service Management communities on this topic.
06/11/2015 07:30:59 AM from Eduardo Rodrigues to Everyone:
@Raghu Ok. So, it´s correct. Tks.
06/11/2015 07:31:17 AM from Daniel to Everyone:
Hi, good morning.
06/11/2015 07:31:39 AM from sharath.mateti to Everyone:
@Avneesh, the orders which are placed in USS we use PAM to create the tickets in SDM. So in this case sdm analyst can be viewed by business users in USS?
06/11/2015 07:32:03 AM from sharath.mateti to Everyone:
SDM analyst comments*
06/11/2015 07:33:06 AM from Avneesh Bhatnagar (CA) to Everyone:
@Sharat and in this case do you have Service Catalog in the mix?
06/11/2015 07:34:28 AM from Raghu Rudraraju (CA) to Everyone:
@Lucas, a slight correction to the earlier statement that we made. Apologies in advance. Auto Failover methods that we documented are here: https://wiki.ca.com/display/CASM1401/How+to+Enable+Auto-Failover
06/11/2015 07:34:55 AM from Raghu Rudraraju (CA) to Everyone:
@Lucas, whilst Nagios was tested internally, official support for the same was never formalized.
06/11/2015 07:34:58 AM from Daniel to Everyone:
I have a query, i'm in process of upgrading Service Desk from 12.6 to 12.9, even this occurred without problems, but in interface web, in options tree located left of screen, to click in someone of these options (e.g. Access Types) web form controls option doesn't load well, could you tell me why is happening this situation???, thanks in advance for your help. Daniel =)
06/11/2015 07:35:38 AM from Raghu Rudraraju (CA) to Everyone:
@Lucas, the same URL (https://wiki.ca.com/display/CASM1401/How+to+Enable+Auto-Failover) provides information on the Health Servlet that can be used to Monitor health of SDM
06/11/2015 07:35:51 AM from Avneesh Bhatnagar (CA) to Everyone:
@Sharat also what version of these products you are on? If you are using Service Catalog along with USS and SDM, then yes the analyst comments will be visible to the business users
06/11/2015 07:37:24 AM from Raghu Rudraraju (CA) to Everyone:
06/11/2015 07:39:13 AM from Naveen Desham to Everyone:
@Daniel, You may verify the behavior with different browser such as Firefox or Chrome
06/11/2015 07:39:14 AM from Chris Hackett (CA) to Everyone:
Any more questions folks?
06/11/2015 07:39:16 AM from Pedro Ramalho to Everyone:
Hi. Support Automation uses NPAPI and I been told that IE and Chrome no longer support this -http://answers.microsoft.com/en-us/ie/forum/ie10-windows_7/are-npapi-plugins-still-compatible-with-internet/33f86c67-6387-4d60-ac5a-150f45c762dd. What will happen to Support Automation? IE11 is certified for SDM r12.9 but does not run Support Automation?
06/11/2015 07:39:23 AM from sharath.mateti to Everyone:
@Avneesh, we are using R14.1 and if you say the comments from SDM can be viewed from USS then it will be a big news for us. But we have reached CA and they said no to it
06/11/2015 07:40:25 AM from Raghu Rudraraju (CA) to Everyone:
@Pedro - regarding NPAPI, there was a techdoc that we just released - http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec1874892.aspx
***********Added by CA Support after the chat session: We are working on a formal strategy on this and will have the information published online very soon.****************
06/11/2015 07:40:28 AM from Lucas Daflon Scoralick to Everyone:
Interesting @Raghu Rudraraju (CA), this tool has only the 14.1? But about monitoring, which I had thought was to use Nagios monitoring for open tickets in the service desk, is it possible?
06/11/2015 07:40:53 AM from Raghu Rudraraju (CA) to Everyone:
@Lucas, 12.9 and 14.1 have the HealthServlet component
06/11/2015 07:41:37 AM from Rajeev Kumar (CA) to Everyone:
@Everyone - CA Business Intelligence 4.1 SP5 is available for download. There is an announcement in CA Service Management communities on this topic.
06/11/2015 07:42:29 AM from Avneesh Bhatnagar (CA) to Everyone:
@Sharat yes with the out of the box integration between SDM Service Catalog and USS the comments should be visible.
06/11/2015 07:42:37 AM from Daniel to Everyone:
@Raghu thanks a lot for your help, I understand this comment about it, but I removed site/mods folder and I restarted server completely and web forms that right now is reading are default Service Desk manage but problem of web forms continue without show information correctly, is there any way for solving this issue???
06/11/2015 07:42:55 AM from Pedro Ramalho to Everyone:
@Raghu Rudraraju (CA) our clients use IE, not Chrome. What is the solution for IE browser?
06/11/2015 07:44:01 AM from Raghu Rudraraju (CA) to Everyone:
@Lucas looks like I misunderstood the requirement. You are referring to monitoring tickets in Service desk and not monitoring Service desk's health
06/11/2015 07:45:44 AM from sharath.mateti to Everyone:
@Avneesh, how can I reach out to you with a Ticket. If this is possible then its a big good thing for us
06/11/2015 07:46:05 AM from Lucas Daflon Scoralick to Everyone:
yes @Raghu Rudraraju (CA), I want to monitor my corporate systems and open tickets from an alert.
06/11/2015 07:46:19 AM from Sandra Antunes (CA) to Everyone:
@Lucas, this is done via Web services or Rest calls. You can use PAM to do that if you wish, or create your own Java integration.
06/11/2015 07:46:34 AM from Dale Clark to Everyone:
@Lucas - The use of monitoring tools to open tickets when a monitored application raises an alert is a fairly typical integration. Most of the time, the integration is driven by the monitoring tool which is using the SDM Web Service or RESTFul Web Service API to create the ticket.
06/11/2015 07:47:01 AM from Avneesh Bhatnagar (CA) to Everyone:
@Sharat you may open a support ticket with CA Support and we can work through that.
06/11/2015 07:47:04 AM from Chris Hackett (CA) to Everyone:
OK Everyone - We're finishing up the last questions and wrapping up for today. Thank you for participating and please join us again in July!
06/11/2015 07:47:32 AM from Eduardo Rodrigues to Everyone:
Thank you all!!
06/11/2015 07:47:58 AM from Raghu Rudraraju (CA) to Everyone:
@Pedro IE 11 -> we will post a follow up on this shortly.
06/11/2015 07:48:15 AM from Mihályi Gábor to Everyone:
@Lucas: we user SDM Web Service to open request from monitoring tool
06/11/2015 07:48:29 AM from Naveen Desham to Everyone:
@Lucas, PAM would be the best approach if you consider to you use non CA monitoring tools.
06/11/2015 07:48:34 AM from Lucas Daflon Scoralick to Everyone:
understood, so PAM should be my best option. Thank you guys.
06/11/2015 07:49:51 AM from Chris Hackett (CA) to Everyone:
Thanks again everyone!
06/11/2015 07:50:01 AM from Roger Morse (CA) to Everyone:
@Everyone, thanks for joining us today! Have a great rest of your day, bye now! :-)
06/11/2015 07:50:19 AM from Lucas Daflon Scoralick to Everyone:
thank you, bye!