CA Service Management 17.3 Roll-Up Patch 6 (17.3.0.6) General Availability Announcement

[Shiva Ambati]

To:          CA Service Management Customers

From:     CA Service Management Product Team

Subject: General Availability Announcement for CA Service Management 17.3 Roll-Up 6

 

On behalf of Broadcom, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services.  As part of our ongoing commitment to customer success, we regularly announce updated releases and maintenance for our products.

 

Today, we are pleased to announce the availability of CA Service Management 17.3 Roll-Up 6.  This Roll-Up includes all maintenance published prior to this update. By installing this Roll-Up, you ensure that your systems are current on maintenance for CA Service Management 17.3.  

 

The CA Service Management 17.3 Roll-Up 6 delivers

• Ability to create and publish complex reports with Jaspersoft® Studio 7.5.0
• Elastic Search upgrade to 7.10.2
• Ability to set the default value of Lifecycle Status to 'Active' for a newly created asset in Asset Portfolio Management.

 

In addition to the above-mentioned enhancements, this update includes quality improvements for CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager (Asset Portfolio Management), xFlow & Service Point. We encourage you to visit the CA Service Management 17.3.0.6 release notes for a summary of quality enhancements included in this patch and to also review the install instructions prior to applying the patch.

 

Please visit the CA Service Desk Manager product information page on the Broadcom Support Online website at https://support.broadcom.com/ for detailed information concerning this Service Pack, up-to-date support information, and the latest technical bulletins. 

 

You can download your copy of CA Service Management 17.3 Roll-Up 6 from Broadcom Support Online.

 

• Service Management: https://support.broadcom.com/external/content/release-announcements/CA-Service-Management-Solutions--Patches/6462
• Service Desk Manager (SDM): https://support.broadcom.com/external/content/release-announcements/CA-Service-Desk-Manager-Solutions--Patches/6396
• Service Catalog (SLCM): https://support.broadcom.com/external/content/release-announcements/CA-Service-Catalog-iCan-View-Solutions--Patches/6348
• CA Asset Portfolio Management (ITAM): https://support.broadcom.com/external/content/release-announcements/CA-Asset-Portfolio-Management-Solutions--Patches/3369

 

If you have any questions or require assistance please contact Broadcom Customer Care online at https://www.broadcom.com/support/software/contact where you can submit an online request using the Customer Care web form: https://ca-broadcom.wolkenservicedesk.com/web-form?_ga=2.205828371.1432263889.1590607313-713014253.1588711301.  You can also call Broadcom Customer Care at [phone] in North America or see https://www.broadcom.com/support/software/contact for the local number in your country. 

 

Should you need any assistance, our Broadcom Services experts can help.  For more information on Broadcom Services and how you can leverage our experience, please visit https://www.broadcom.com/support/ca/services-support/ca-services.

 

Your success is very important to us, and we look forward to continuing our successful partnership with you.

[Michael Mueller]

I am unable to install 17.3.0.6 on top of 17.3.0.5 on Linux. Installer complains, that he is not able to find old flash based visualizer...Please check.

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Principal Services Consultant
HCL Enterprise Studio
Germany
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[Richa Pathak]

Hi Michael,
We validated the install scenario in-house.

Installed the 17.3RU6 patch on top of the 17.3RU5 Linux environment.

We covered the following combinations:

1. 17.3GA to 17.3RU6

2. 17.3RU2 to 17.3RU6

3. 17.3RU5 to 17.3RU6

We suspect it could be an environment issue. However, if you continue facing issues we would recommend logging a support for further investigation.

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Product Manager - CA Service Management
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[Michael Mueller]

Thanks a lot for the feedback. 
Because I went to all the RU chain in the past, without any problems,
17.3 -> 17.3.0.1 -> 17.3.0.2 -> 17.3.0.3 -> 17.3.0.4- > 17.3.0.5,
but recognized the problem when trying to install 17.3.0.6, I was just wondering, as I am not aware of any related change on my test system.
I might open a support issue for my observation, just in case ;)
As the install problem was obviously somehow related to a missing visualizer flash version, which of course was replaced with 17.3.0.1 already,
I completed my 17.3.0.6 setup with a manual pdm_configure and the manual post installation steps.
Right now 17.3.0.6 is up an running without an further problems, at least as I am aware of.
Again, thanks for the feedback. Regards.
...Michael

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Principal Services Consultant
HCL Enterprise Studio
Germany
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[Michael Mueller]

Hello.
Regarding the error I got when installing 17.3.0.6 :
The installation obviously checks if "$NX_ROOT/replaced/Visulaizer.OLD" exists,
and if not, it obviously assumes that the old flash based visualizer wasn't yet replaced by the new one, 
so the installation tries to backup the FLASH based visualizer again, but complains that it does not find any flash files.

Yes, before installing 17.3.0.6, I removed stuff from the replaced-directory to recover some disk-space.

I wasn't aware, that the content of the replaced directory is used to control which tasks the installer has to do.
To my understanding, this is a clumsy approach, not at least because later the Visualizer-backup task is complaining about missing flash files, and breaks off the installation.

Regards
..........Michael

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Principal Services Consultant
HCL Enterprise Studio
Germany
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[Paul Coccimiglio]

Michael.........

Do you have a Support Case open for this issue when installing RU6?

Are you able to provide a list of directories/files that you removed prior to installing RU6?

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Paul Coccimiglio
Principal Support Engineer
Broadcom Inc.
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[Michael Mueller]

Thanks, Paul, for coming back on this....
No I did not create a support issue.
I assume, one will observe the same as I, by just removing everything in the $NX_ROOT/replaced directory before installing 17.3.0.6 .
I just retried the 17.3.0.6 installation without removing the replaced content, and installation went through without any errors.
Regards
....Michael

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Principal Services Consultant
HCL Enterprise Studio
Germany
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[Paul Coccimiglio]

Michael..........

I checked with Engineering and the common installer checks for the presence of certain folders in the NX_ROOT\REPLACED directory, similar to how APPLYPTF works.

If you would like to pursue this further, please open a Support Case and let me know the case # so that I can engage with Engineering.​

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Paul Coccimiglio
Principal Support Engineer
Broadcom Inc.
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[Lindsay Estabrooks]

After installing rollup 6 on a conventional environment (Windows), I found an issue with the CA Service Point mobile app (Android). It connects to the system, starts to flash something (I see an Open Tickets heading briefly) on the screen, and then I end up with a blank screen. This was working on rollup 5.

Further investiagtion on the mobile app: when I log in as a contact who has no open tickets then the app stops at the Open Tickets screen (with the message that I don't have any open tickets right now).

I did some deeper investigating and found that there was a table (xflow_mobile_attrs) that was not created in the mdb (MSSQL Server). I discovered this when I went to the SDM Administration tab, xFlow Interface, xFlow Mobile Attribues and received a SQL error. I managed to create the table myself (see attachment) which fixed the error n the Web interface. However, it has not fixed the mobile app.

Cheers,
Lindsay

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Lindsay Estabrooks
Principal Consultant
IT-EDU Consultants
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Attachment(s)

xflow_mobile_attrs.txt   729 B 1 version