Clarity Service Management

What you may have missed in the CA Service Management Community! January 2017 

02-13-2017 05:39 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.





CA Service Management Community Webcast - Making ITSM Exciting: The CA Service Management Vision and Roadmap – Feb 14th 11AM ET 

Service Desks and ITSM have been around for a long time. In fact, many say the ITSM product market is commoditized with little differentiation. We don’t buy that! And likely neither do you if who have seen some of the latest releases of CA Service Management. The exciting Unified Self-service and xFlow features are just the beginning. Attend this webcast and learn about the CA Service Management roadmap and vision for the “new” ITSM. We’ve only just begun!


Presented by Avneesh Bhatnagar, Sr Principal Product Manager

RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - Making ITSM Exciting: The CA Service Management Vision and Roadmap – Feb 14th …  


CA Service Management “Meet the Experts” community webcast series 

We are pleased to announce the continuation of our CASM "Meet the Expert" series focused to help you get the most out of your solution. Each month the CASM team will deliver an education based webcast on various aspects of the product with the goal of offering greater visibility into key capabilities and best practices in order for you to get the most value out of your ITSM solution. Listed below are the first three community webcasts, and at the beginning of each quarter we will post a new set of webcasts for you to join. The webcasts will be recorded and available for viewing after the event for customers who might not be able to attend the live session.


All upcoming and recorded sessions will be available from this link. The WebEx for each session is available via this doc page as well.

CA Service Management "Meet the Experts" Community Webcast Series 

We look forward to seeing you on the webcasts!


CA Service Management Community Webcast - What’s New in CASM 17.0 - February 28th 11:00AM ET 

CA Service Management 17.0 is the next scheduled release for the ITSM suite. New features are designed to improve analyst communication and efficiencies. In this session Product Management will speak to new xFlow collaboration and usability enhancements, the updated UI for SDM, Service Catalog and Asset Portfolio Management, as well as several quality, performance, and security improvements.


Presented by Rajeev Kumar, Director of Product Management

RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - What’s New in CASM 17.0 - February 28th 11:00AM ET 



Customer Case Study - Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime - January 31st 11:00AM ET  

In this case study, Woolworths will share their end-to-end IT Service Management journey - the highlights, tips, quick wins and things to avoid. Learn how the combination of CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager and CA Process Automation provides absolute control over the entire IT estate in terms of day-to-day management - from Incident to Problem to Change to Release Management. The automation of these processes via these products and the management thereof provides the foundation to slick and flexible decision making without the traditional risks associated with a retail IT environment.


Presented by Qaneet Laher

Replay: Replay - CA Service Management Community Webcast: Customer Case Study - Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime 

Presentation: Integrated ITSM Processes - Woolworths Presentation 



CA ITSM - Ask a Question, Get an Answer (February 10 - February 17) 

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.

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





CA Service Management

available worldwide

8am - 6pm

US Eastern Time

Additional Times May Apply


Sample Architecture for CA Service Management - to include DR 

AHD03303: Error retrieving Function Access due to an invalid handle or factory 1013 

CA SDM - MS SQL - Script to count member group 

Summary CA SDM  MS SQL Querys - TSQL 

Ideas review 

Tip: Handling first names with spaces in Service Desk 

Custom - NEW search interface - Customizando os formularios de pesquisa 

freeaccess.spl > WebEngine methods preview 

SPEL: How to upload attachment using SPEL 

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

CA SDM::. CA SDM Web Service :: DoSelect method 

CA SDM::. How can I make a field required 

Workaround for Properties box not showing in Web Screen Painter (SDM/ITSM) 

Gerenciando incidentes / Managing incidents 

Save the Date for CA World '17: November 13-17, 2017 

Upcoming CA Education Courses in your area 

EMEA CA BSI User Group Paris - Everyone Welcome! 

Swapping SDM Primary to Secondary Server and vice versa 

NEW search interface in SDM + source code (Enjoy) 

We are looking for French users 

ITIL - Glossary of Terms, Definitions and Acronyms 

jdk-8u101-windows-i586.exe - Mirror -   Java SE Development Kit 8u101 - Windows x86 - 188.32 MB  

jre-7u45-windows-x64.exe - Mirror 

jdk-7u40-windows-i586.exe - Mirror - Download 

jdk-8u60-windows-x64.exe - mirror 

CA SDM::. CA SDM Web Service :: DoSelect method for contacts - How to use 

Integrated ITSM Processes - Woolworths Presentation 

z_functions_workflow.spl - Classic workflow -  Spel funcions 

CA SDM::. Create Object CI Webservice: ErrorCode 1001 could not get attribute cache 

CA SDM Brasil::. list_KCAT_stats.htmpl - EXEMPLO DE RELATÓRIO NA SDM - 2016-12-05 

CA SDM Brasil::. zdtlImageReadonly.mac - 2016-11-30 

CA SDM Brasil::. - 2016-09-22 

CA SDM Brasil z_inclui_registro.spl 


CA SDM::. Web Service Doselect - for model - mfrmod - ca_model_def - call Example 

CA SDM::.SPEL::. Format 

CA SDM::.SPEL::. Downcase 

CA SDM::.SPEL::. Getenv 

CA SDM::.SPEL::. Gsub 

CA SDM::.SPEL::. Is empty 

CA SDM::.SPEL::. Is null 

CA SDM::.SPEL::. Misc:find mang 

CA SDM::.SPEL::. Now 

CA SDM::.SPEL::. Send wait 

CA SDM::.SPEL::. Sindex 

CA SDM::.SPEL::. Strlen 

CA SDM::.SPEL::. Substr 

CA SDM::.SPEL::. Upcase 

CA SDM::.SPEL::. abs2work 

CA SDM::.SPEL::. work2abs 

CA SDM::. Web Service Doselect for Change - chg 

CA SDM::. Web Service Doselect for Change properties - prp 

CA SDM::. Web Service createObject - nr - Configuration Item 

CA SDM Loading Change category 

CA SDM Loading location 

CA SDM Loading site 

Save Previous Value to custom field 

Excellent Bright-talk: Does IT Asset Management Still have a Place in a Service Management World  

Display Service Catalog Request Link on Associated Service Desk Request 

Tracking Group Membership Changes via Contact Activity Log 



It would be great if CA would publish product 'ERROR Codes with Descriptions'41UNDER REVIE

Disaster Recovery approaches for Service Management products58UNDER REVIEW

Stricter Rules = YES, answer survey only once but keeps getting surveys for other tickets18UNDER REVIEW

CASM install Package9WISH-LISTED

CA SDM USS and CA Identity Portal integration2UNDER REVIEW

CA Service Desk Knowledge Base integration with SharePoint to support for additional Authentication methods7UNDER REVIEW

Support for Additional Authentication Methods with Federated Search and SharePoint4DUPLICATE

Federated search with windows authentication4DUPLICATE

Prevent Activity being logged if no changes are made3UNDER REVIEW

Group Membership changes should be written to Contact Activity Log8UNDER REVIEW


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 and Security

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