Clarity Service Management

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Support Automation Digital Ceritifcate Expiry

  • 1.  Support Automation Digital Ceritifcate Expiry

    Posted 02-28-2015 11:44 AM

    This message is to inform the Community that the Digital Certificate that is associated to Support Automation and its executables will expire by the end of today, February 28th. Our Sustaining Engineering team in in process of preparing fixes for each version of Service Desk Manager to address this issue, and to update the certificate.

     

    Who does this affect?

     

    All users of Support Automation, from Service Desk Manager 12.5 to the newest release, 14.1.

     

    What is the impact of this problem?

     

    The impact should be minimal. Support Automation should continue to function, but analysts who launch Support Automation may see a message like this:

     

    image001.png

     

    The analyst should click "Run" and the application should continue to function. If the analyst selects "Always trust contact from this publisher" they shouldn't get the prompt again.

    In our testing the End User launch received no prompts and continued to launch successfully.

     

    How will this be resolved?

     

    Our Sustaining Engineering team is in process of creating the fixes that will sign the executables with a new Digital Certificate. Once created they will go through an internal validation process, and then can be provided to customers. Once there is more information on the timeline for delivery of the fixes it will be posted to this thread.

     

    What should I do in case Support Automation does stop working?


    Please log a ticket with CA Support with the details of the problem along with any errors received.




  • 2.  Re: Support Automation Digital Ceritifcate Expiry

    Posted 03-05-2015 03:47 PM

    This there a USRD PROB# for this issue/defect?



  • 3.  Re: Support Automation Digital Ceritifcate Expiry

    Posted 03-23-2015 10:06 AM

    If anybody would like to request the fix prior to the formal publishing reference USRD Problem 3179



  • 4.  Re: Support Automation Digital Ceritifcate Expiry

    Posted 03-06-2015 12:45 PM

    Thanks for sharing this with the community!

    ALEXANDER PERRETTI wrote:

     

    This message is to inform the Community that the Digital Certificate that is associated to Support Automation and its executables will expire by the end of today, February 28th. Our Sustaining Engineering team in in process of preparing fixes for each version of Service Desk Manager to address this issue, and to update the certificate.

     

    Who does this affect?

     

    All users of Support Automation, from Service Desk Manager 12.5 to the newest release, 14.1.

     

    What is the impact of this problem?

     

    The impact should be minimal. Support Automation should continue to function, but analysts who launch Support Automation may see a message like this:

     

    image001.png

     

    The analyst should click "Run" and the application should continue to function. If the analyst selects "Always trust contact from this publisher" they shouldn't get the prompt again.

    In our testing the End User launch received no prompts and continued to launch successfully.

     

    How will this be resolved?

     

    Our Sustaining Engineering team is in process of creating the fixes that will sign the executables with a new Digital Certificate. Once created they will go through an internal validation process, and then can be provided to customers. Once there is more information on the timeline for delivery of the fixes it will be posted to this thread.

     

    What should I do in case Support Automation does stop working?


    Please log a ticket with CA Support with the details of the problem along with any errors received.