CA Service Management

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  • 1.  Communities: Welcome to the new CA Communities

    Posted Jun 16, 2014 03:19 AM

    Hello Everyone,


    Welcome to the new CA Communities!



    Lots of information around, including the CA CommunitiesTraining section here.

    A FAQ here.

    All of the old posts and "Ideas" are still here. You'll want to add the "CA Service Management" 'place' to a stream, and filter by "Discussions" to follow these threads.


    But I just wanted to started out with a reference to an old post:


    Communities: Posting Suggestions for Service Management Community.


    This thread is still relevant for logging questions to the CA Service Management Community. In particular "What version are you on?" and "What issue do you face?"

    I'll freshen it up for the new communities, but in the meantime. . .


    Welcome! And enjoy!


    TIP: Raise a "Discussion" from the pencil icon at the top right of the screen, and save "In a Place" to "CA Service Management" from ANY screen in the Communities, to raise a question about a CA Service Management product. Then flag the checkbox "" at the bottom to indicate product. Choose "Question" for a query which has a definite answer, choose "Discussion" for an open ended discussion where there is no one right answer.


    Thanks, Kyle_R.

  • 2.  Re: Welcome to the new CA Communities

    Posted Jun 20, 2014 04:48 AM

    Tip: Use a Category when Creating a New Post


    Hello Everyone,


    To help your posts get answered, it is important to flag them with the right "Category" ie Product. This appears at the bottom of the screen when you creating a new "Question" or "Discussion."


    Best Practice - Select Categories when posting.png


    Thanks, Kyle_R.

  • 3.  Re: Welcome to the new CA Communities

    Posted Jun 20, 2014 04:55 AM

    Tip: Setting up Recommended Email and Account Preferences


    Setting up "Streams" and email notification preferences is important to make sure that you get the right amount of information - and not too much.


    This thread is recommended for initial setup: Best Practice: Stopping the Communities' Email Flood


    Thanks, Kyle_R.

  • 4.  Re: Welcome to the new CA Communities

    Posted Jun 20, 2014 05:10 AM

    Tip: Navigating to Frequently Used Content


    The quickest way to most Content, Places and People (the three key information types in the new Communities) is via the "Search" box at the top right.


    Tip: Clicking in the box alone, will bring up your most recent or actively used Content, People and Places.


    So if you were just looking at a Discussion thread or a Place such as CA Service Management, you can simply click in the Search box, and it will drop down these information.


    For example, to get to the list of all "CA Service Desk Discussions":

    • Click on the Search box.
    • Click on CA Service Management "Place"
    • Click on Content tab
    • Click on CA Service Desk
    • Click on Discussions


    which is quicker in practice than it appears.


    Tip: Saving a browser link (eg Internet Explorer 'Favorite') can take you straight to the Discussion page for this Category, sorted according to your preferences.


    Tip: This link will take you straight to CA Service Desk Discussions.


    Tip: Note the "Bookmarked" tab. You may bookmark any Content" and go straight to that location.

    You may only Bookmark Content (eg A Discussion). You can't Bookmark a Place eg CA Service Management).

    Best Practices - Navigating to frequently used content.png


    Tip: Use "Products Covered" from the main "Place" to move directly to a Product's Discussion page.


    There is also this link which takes you straight to Product specific Discussions from the CA Service Management main page.


    Best Practices - Navigating to frequently used content 2.png



    Thanks, Kyle_R.

  • 5.  Re: COMMUNITIES: Welcome to the new CA Communities

    Posted Jun 25, 2014 10:20 PM

    Here is a guide on how to respond to replies, to get best use out of Communities.


    Communities: Responding to Replies.


    In particular, note the "Correct Answer" flag.


    Correct Answer.png


    Thanks, Kyle_R.

  • 6.  Re: Communities: Welcome to the new CA Communities

    Posted Jul 25, 2014 02:21 AM

    See this post for replying to people and using their Screen Alias name, by use of the "@Mention" functionality.


    Communities: Using "@Mention" to Auto-title a Person


    Several ways to do this, including one "drag and drop" way!"


    Thanks, Kyle_R.

  • 7.  Re: COMMUNITIES: Welcome to the new CA Communities

    Posted Jun 25, 2014 11:07 PM

    Options for Support for CA Service Desk Manager and how to acces "Chat" to speak (via text chat programme) to CA Support Engineer here:


    Communities: Support Options and "Chat" for Service Desk Manager issues.



    Thanks, Kyle_R.

  • 8.  Re: Communities: Welcome to the new CA Communities

    Posted Jun 26, 2014 12:28 AM

    Finding Important Content


    The CA Service Management Community now has a "Featured Content" box on the right.


    Check this location out for what used to be "Sticky Threads."


    Featured Content in SM.png


    Announcements will appear at the top of the screen.


    Don't forget to "Bookmark" important Content that you find, as the Featured Content may change over time.

    See next post!


    Thanks, Kyle_R.

  • 9.  Re: Communities: Welcome to the new CA Communities

    Posted Jun 26, 2014 12:33 AM

    Adding Bookmarks to track Content


    Once you've found Content that you like, don't forget to Bookmark the important stuff.


    This can be done within Communities like so:


    Bookmarks - adding and viewing.png

    One quick way to Bookmarks is just by clicking in the "Search" box at top right, then clicking "Bookmarked."


    • Any Content can be bookmarked - that is things like Ideas, Discussions, Questions, Documents etc.


    • Places cannot be bookmarked. We recommend your add a browser "Favorite" (Internet Explorer - or equivalent in your browser) to get to a specific placed, such as a "filtered Discussion list within a Place and Category." To get to a top level Place, click on "Communities" at the top and a list will appear. "Pin" the "Following" or "Recent" at the side left, and you're common Places will always be right where you need them.


    Thanks, Kyle_R.