Service desk release_enu

Release Notes

r12.1

CA Service Desk

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CA Product References

This documentation set references the following CA brands and products:

■ CA Asset Portfolio Manager (CA APM)

■ CA CMDB

■ CA Cohesion® Application Configuration Manager (CA Cohesion ACM)

■ CA Embedded Entitlements Manager (CA EEM)

■ CA Enterprise Workload Automation (CA EWA)

■ CA Management Database (CA MDB)

■ CA Management Portal

■ CA Network and Systems Management (CA NSM)

■ CA Portal

■ CA Remote Control Manager (CA RCM)

■ CA Service Desk

■ CA Service Desk Knowledge Tools

■ CA Software Delivery

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Contents 5

Contents

Chapter 1: Welcome 9

What this Document Covers .................................................................... 9

International Support .......................................................................... 9

Chapter 2: New Features, Enhancements, and Fixes 11

Change Management .......................................................................... 11

Change Calendar .......................................................................... 11

Change Scheduler ......................................................................... 11

Change Windows .......................................................................... 12

CA Workflow Visualization ................................................................. 12

CAB Console and Reporting ................................................................ 12

Change Order Reports ..................................................................... 13

Collision Detection ........................................................................ 14

Risk Assessment .......................................................................... 14

Impact Explorer ........................................................................... 14

SAP Solution Manager Integration with CA Service Desk r12.1 ................................... 15

Published Fixes ............................................................................... 15

r12 Fixes ..................................................................................... 15

Chapter 3: Documentation 21

What You Need to Know About the Documentation .............................................. 21

Where to Find Documentation .............................................................. 21

Documentation PDF Filenames ............................................................. 22

How to View and Search PDFs ............................................................. 22

Release Numbers on Documentation ........................................................... 22

Chapter 4: System Information 25

Operating Systems ........................................................................... 25

HP-UX Operating Systems ................................................................. 26

IBM AIX Operating Systems ............................................................... 26

Microsoft Windows Operating Systems ...................................................... 27

Redhat Enterprise Linux Operating Systems ................................................ 28

SuSe Linux (SLES) Operating Systems ..................................................... 29

Sun Solaris Operating Systems ............................................................ 30

VMware Operating Systems ................................................................ 31

6 Release Notes

Client-Only Operating Systems ................................................................ 31

Web Browsers ................................................................................ 32

Database Management Systems ............................................................... 33

System Requirements ......................................................................... 33

FAST ESP Hardware Requirements ............................................................. 34

CA Business Intelligence Operating Systems .................................................... 35

CA Business Intelligence System Requirements ................................................. 36

Chapter 5: Implementation Considerations 37

Install CA EEM 8.4 without Specifying a Java_Home Variable .................................... 37

Support Blackout and Maintenance Windows in a Customized Change Order Schedule ............. 38

Update Secondary Server Communication for CA Workflow ...................................... 39

Find Upgrade Information and Schema Changes ................................................ 39

Chapter 6: Known Issues 41

Secondary Servers Do Not Detect the Uninstall of Options Manager Options ...................... 41

Migration Failure on Oracle 10g ................................................................ 41

Migration Fails With Incorrect Oracle Configuration .............................................. 42

CA Workflow Process Definitions are Not Automatically Imported ................................. 43

CA Workflow Client Installation Fails if WSP is Already Installed .................................. 44

Comma Not Supported in Name Fields ......................................................... 45

Error Adding Scoreboard to Multi-frame Form ................................................... 45

Oaserver Fails to Start if CA Service Desk and FAST ESP Installed on Same Server ................ 46

FAST ESP Installation Fails to Execute Windows.dst ............................................. 47

Start and Stop FAST Considerations ............................................................ 48

Enable QPS FAST ESP License Limit Logging .................................................... 49

Highlight Text and Spell Check on FAST ESP for Chinese, Japanese, and Korean Languages ........ 50

Help Set Redefinition Error .................................................................... 50

pdm_configure Hangs if gcc Not Set in PATH ................................................... 51

Values in Money Fields Truncated at Decimal Point .............................................. 51

Launching CA Workflow IDE on Linux as User Other than Root Sets Incorrect URL ................. 52

Installer Fails when Upgrading CA EEM from 8.1 to 8.3 .......................................... 52

CA EEM 8.3 Fails to Create Privileged User Account when CA Workflow is Installed on UNIX ........ 53

Configuration Item Reconciliation Attributes are Not Tenant Aware ............................... 54

Printed Knowledge Documents Contain Large Spaces after Migration ............................. 54

Searching for Document that has Multiple White Spaces in the Title Could Cause Failure ........... 55

Firefox Limitations in CA Service Desk Knowledge Tools ......................................... 55

Upgrade Process Fails if UTF-8 Locale Not Installed ............................................. 56

Automatic Login to InfoView Fails .............................................................. 56

Central Management Server (CMS) Not Starting ................................................ 57

Admin or InfoView Pages Do Not Display Properly After Installation .............................. 57

Contents 7

Supported Characters in Installation Path ...................................................... 58

Log File Location .............................................................................. 58

Unable to Switch Databases on Upgraded System ............................................... 59

Warning Messages Appear when Generating Stub Classes with AXIS Tool WSDL2JAVA ............ 59

WebI Reports Do Not Display on the Reports Tab with Firefox .................................... 60

Problem Uninstalling FAST on Linux Systems ................................................... 60

Case-Sensitivity Issue Occurs with Oracle 11g .................................................. 61

Error when Scheduling Crystal Reports which include Parameters that use List of Values ........... 61

Multi-Site Synchronization Issues when Using Windows and AIX Combination ..................... 62

FAST ESP License Supports Two Queries Per Second ............................................ 63

CA Service Desk Fails to Start when CA Products Using Previous Versions of eTPKI are Installed

after CA Service Desk ......................................................................... 63

Search for New Knowledge after CA Service Desk Knowledge Tools Installation Might Fail ......... 64

Cannot View A Zero-Size Knowledge Attachment................................................ 65

EBR Search Does Not Display Recommend Documents .......................................... 66

Unable to Export Schedule on Internet Explorer ................................................. 66

Web Screen Painter is Unable to Preview a CI Detail for a Specific Family ......................... 67

Appendix A: Accessibility Features 69

Product Enhancements ........................................................................ 69

Chapter 1: Welcome 9

Chapter 1: Welcome

Welcome to CA Service Desk r12.1.

This section contains the following topics:

What this Document Covers (see page 9)

International Support (see page 9)

What this Document Covers

This document provides information about system requirements, installation

considerations, general implementation considerations, documentation, and

information about contacting CA Technical Support for installing and using CA

Service Desk. In addition, this document provides overview information about

CA Service Desk enhancements and changes in functionality in this release.

Note: At publication time, CA Service Desk r12.1 supports the operating

systems and the third-party software listed in this document. For assistance,

contact Technical Support at http://ca.com/support. For complete installation

instructions, see the CA Service Desk Implementation Guide on your

installation media. For complete upgrade information, see the CA Service Desk

Upgrade Information Page on support.ca.com.

International Support

An internationalized product is an English product that runs correctly on local

language versions of the required operating system and required third-party

products, and supports local language data for input and output.

Internationalized products also support the ability to specify local language

conventions for date, time, currency and number formats.

A translated product (sometimes referred to as a localized product) is an

internationalized product that includes local language support for the product's

user interface, online help and other documentation, as well as local language

default settings for date, time, currency, and number formats.

In addition to the English release of CA Service Desk, CA supports only those

languages listed in the following table.

Object Contact Internationalized Translated

Brazilian Yes No

http://ca.com/support



International Support

10 Release Notes

Object Contact Internationalized Translated

Chinese (Simplified) Yes No

Chinese (Traditional) Yes No

French Yes No

German Yes No

Italian Yes No

Japanese Yes No

Korean Yes No

Spanish Yes No


Chapter 2: New Features,

Enhancements, and Fixes


Change Management (see page 11)

SAP Solution Manager Integration with CA Service Desk r12.1 (see page 15)

Published Fixes (see page 15)

r12 Fixes (see page 15)

Change Management

CA Service Desk r12.1 provides new features for change management. These

features help change managers approve, schedule, and analyze changes. For

example, you can view relationships of configuration items that are linked to a

change order, and you can use change windows to help schedule change

orders.

Change Calendar

The request for change (RFC) creator can initiate the RFC creation process

after selecting a day on the change calendar, with the RFC populated with the

selected day.

Change Scheduler

The change scheduler graphically displays the schedule of all configuration

items associated with a change order, and also schedules maintenance

windows and blackout windows. You use the change scheduler when creating,

editing or viewing a change order, or when updating the change order

schedule.

Change Management

12 Release Notes

Change Windows

You can define time windows to guide when changes should or should not

occur:

■ Blackout window—A blackout window is a scheduled time period during

which no CI changes should occur. This window can indicate a reduced

support period (for example, a holiday), a corporate event, or a critical

business time, such as fiscal year-end. In general, scheduled changes

should only occur outside blackout windows.

■ Maintenance window—A maintenance window is a scheduled time period

during which a CI or a set of CIs can be changed. Because changes can

involve downtime, you can use these windows to minimize disruptions to

critical business processes. In general, any scheduled change must occur

inside a maintenance window.

These windows appear in the Change Calendar.

CA Workflow Visualization

Workflow visualization lets you monitor the progress of a change order.

Workflow visualization graphically presents every step of the CA Workflow

process, complete and incomplete steps. You can view the status and path of

the change process execution. The process visualization shows only the main

process associated with a change category.

CAB Console and Reporting

The CAB Console is a dashboard that facilitates quick online approvals of

change orders that require CAB approval. For CAB meetings, the change

manager can create an agenda CAB report (with proposed RFCs) and make it

available to CAB members electronically. CAB members can view the following

change management reports:

■ Change volume

■ All successfully implemented changes

■ All failed changes

■ Total RFCs by category

■ All rejected RFCs

■ RFCs that have attached CIs

■ CIs with RFC attached

Change Management


Change Order Reports

CA Service Desk reports provide you with information about change orders.

The following predefined folders and reports are contained in the Change Order

folder:

■ Aging

■ Active Change Orders Aging

■ Active Change Orders Aging by Categories

■ Active Change Orders Aging by Priority for Groups

■ Active Change Orders Aging by Priority

■ Active Change Orders Aging Report for Categories

■ Active Change Orders Aging Report for Groups

■ Active Change Orders Aging by Priority for Status

■ Active Change Orders Aging Report for Status

■ The Resource subfolder provides the following reports:

■ Analyst Count by Priority of Open Change Orders

■ Change Orders by Failed Service Type for Groups

■ Workflow Tasks Pending

■ The Volume subfolder provides the following reports:

■ Active Change Orders at Weeks End

■ Change Categories Currently Active

■ Change Order Totals by Assignee

■ Change Orders by Failed Service Type for Change Categories

■ Change Orders by Failed Service Type for Statuses

■ Total Volume of Change Orders

■ Total Volume of Change Orders by Interface

■ Workflow Task Aging

■ The Properties subfolder provides the following reports:

– Change Properties by Category

– Properties Values by Property

Change Management

14 Release Notes

Collision Detection

Conflict analysis detects and shows collisions that occur when two or more

changes to the same configuration item are scheduled for implementation at

the same time.

Risk Assessment

Risk assessments let you identify, evaluate, and quantify the risks of change

orders, prior to modifying a system or service in your environment. You create

risk surveys to evaluate risks, and associate the surveys with change

categories. When a user creates a change order and specifies a change

category, the survey associated with that category is available for completion

and submission.

The risk survey lists a series of single or multiple choice questions. Each

answer has a weightage value. When creating a change order, the user selects

the appropriate answers and submits the survey. The evaluated risk level is

based on weightages of answers selected by the user.

Impact Explorer

Impact Explorer is an advanced tool for managing and controlling change

within an organization. Impact Explorer provides CA Service Desk users with a

facility to view the CI-to-CI relationships of all configuration items (CIs) that

are linked to a change order. Impact Explorer presents the configuration items

that are linked to a change order and all their related child configuration items

using a dynamic collapsible menu tree. Right-clicking a CI presents options to

list all descendants or add the CI to the change order.

SAP Solution Manager Integration with CA Service Desk r12.1


SAP Solution Manager Integration with CA Service Desk r12.1

CA Service Desk r12.1 provides components that integrate CA Service Desk

with SAP Solution Manager r7.0 SP18 (at a minimum) through CA Services.

The implementation includes an SAP AAK package for import into the SAP

landscape, and instructions for installing the CA Service Desk modifications to

support a bidirectional interface between the two products. The interface does

the following:

■ Creates an SAP message or incident with a contact record unknown to CA

Service Desk and automatically generates a new contact for use in CA

Service Desk incidents.

■ Stores unique contact and incident identifiers in each of the two products.

■ Supports product ownership of incidents.

■ Provides real-time, web service-based, bi-directional synchronization of

updates to incidents.

■ Enables SAP documented Incident ownership processes as outlined in SAP

3rd party Helpdesk Integration Guide.

Note: You can obtain the published solution for the SAP Solution Manager

integration provided by Technical Support at http://support.ca.com.

Published Fixes

For all published fixes for CA Service Desk r12.1, see the Published Solutions

provided by Technical Support at http://support.ca.com.

r12 Fixes

The following r12 fixes are included in the CA Service Desk r12.1 release:

Component Problem

Number

Summary

CA Service

Desk

RXX—Server

Side (USRD)

295 ENTRUST PASSWORD EXPIRED

USRD 352 MANUAL NOTIFICATION THROUGH WEB SERVICES

USRD 371 DEFAULT_LOG_CODE GLOBAL OPTION IN TEXT_API.CFG FILE FAILS

USRD 372 CANNOT CLOSE CO ASSOCIATED WITH PURGED WF INSTANCES

http://support.ca.com/




r12 Fixes

16 Release Notes

Component Problem

Number

Summary

USRD 375 CALLREQUEST() WEBSERVICE CALL FAILS WITH CALL_BACK_DATE

USRD 398 PDM_DISCIMP.FRG—% IN FIRST PORTION DOES NOT WORK

USRD 399 DOMSRVR PROCESS ON SECONDARY SERVERS FAIL

USRD 400 GARBLED CHARACTERS IN DETAIL REPORT

USRD 401 ATTACHMENT FILENAME IS GARBLED

USRD 403 GARBLED UTF-8 CHARACTERS USING SD WEB SERVICES CALLS

USRD 404 DOMSRVR FAILS AFTER PDM_CACHE_REFRESH ON CNT

USRD 406 CREATELRELRELATIONSHIPS FAILS SDA65.DLL

USRD 408 NAT FIREWALL PROBLEM WITH SPELSRVR ON SECONDARY

USRD 409 MAILEATER EXITS WITH X-USER-DEFINED ERROR

USRD 410 DOMSRVR SEVERE_ERROR INDEX OUT-OF-BOUNDS

USRD 411 ITIL.SPL DEBUG MESSAGES LEFT BEHIND

USRD 412 PDM_CONFIGURE AND DETERMINE IF AXIS IS INSTALLED

USRD 413 ATTACH IMAGES IN EMAILS

USRD 414 INACTIVE ASSIGNEE ALLOWED USING URL TICKET CREATION

USRD 415 LDAP MERGE HANG

USRD 416 REOPEN WORKFLOW TASK

USRD 417 TOMCAT FAILS AFTER LOGOUT RESPONSE

USRD 419 INCORRECT ACTIVITY LOG 'CLOSED' CREATED

USRD 420 SEARCH WITH % CHARACTER FAILS ON A CUSTOMIZED SEARCH

PAGE

USRD 421 MAIL CONNECTION ERROR

USRD 422 NEW FORM GROUP CHANGES NOT REFLECTED AFTER PUBLISHING

USRD 424 THREAD-SAFETY RISK FOUND WITH API FROM UPLOAD.DLL

USRD 425 BOPLGIN.EXE IS HANGING ON PRODUCTION

USRD 427 ASSIGNEE NAME IS BLANK IN SUMMARY REPORT OF INCIDENTS

USRD 428 ERROR DELETING CIs USING SPELL METHOD DOB_MARK_DELETE

USRD 429 CANNOT MODIFY PROPERTIES OF A REQUEST USING EMAIL

USRD 431 RECURSIVE CHECKOUT CAUSING LOCKS ON A TICKET

USRD 432 LDAP UPDATE NOT WORKING FOR CONTACT WITH SINGLE QUOTE

r12 Fixes


Component Problem

Number

Summary

USRD 437 SUMMARY REPORT NOT GENERATING

USRD 440 ACTIVITY LOG DESCRIPTION FOR GROUP TRANSFER HAS SINGLE

QUOTE

USRD 447 MISSING JOIN IN SQL EXPRESSION

USRD 448 DATA PARTITION DOES NOT RESTRICT ACCESS TO VIEW

ATTACHMENTS

USRD 451 BPVIRTDB_SRVR FAILS WITH SIGSEGV ERROR

USRD 452 QRELS DO NOT USE DATA PARTITIONS

USRD 453 JPN: LOG READER FORM DOES NOT LOAD COMPLETELY

USRD 456 UPDATE PROPERTIES OF INACTIVE CO CATEGORY

USRD 459 NOT ABLE TO CHANGE STATUS OF A CHANGE ORDER USING WEB

SERVICE

USRD 463 DATE FORMAT BETWEEN CMDB/UAPM/SERVICE DESK

USRD 465 NOTIFICATION SENT TO COMPLETE GROUP WITH NEW ACT

NOTIFICATION

USRD 472 PDM_TRACE CAUSES MEMORY LEAK

USRDCR 11 CRYSTAL REPORT DOES NOT SHOW GROUP FOR REQUEST AGING

REPORT

CA Service

Desk RXX

TNG

Integration

(USRDTI)

7 REQUESTS OPEN USING TNG DO NOT USE TEMPLATE DESCRIPTION

USRDTI 8 EVENTS FROM NSM USING AHD.DLL STOP WORKING

CA Service

Desk RXX

Web Screen

Painter

(USRDWP)

25 WSP NOT RETAINING CHANGES

CA Service

Desk RXX

Web Server

(USRDWS)

479 SCOREBOARD COUNT DISPLAYS ON LEFT SIDE OF THE FOLDER

ICON

USRDWS 480 LINK TO NAMES IN ACTIVITY LOG

USRDWS 492 USE TEMPLATES FOR CHANGE ORDER USING CUSTOM URL

USRDWS 527 BACKSLASH INDICATION CHANGES

r12 Fixes

18 Release Notes

Component Problem

Number

Summary

USRDWS 552 ADD LOST IN ADDITIONAL WHERE CLAUSE

USRDWS 553 SCOREBOARD QUERY OF EMPLOYEE INTERFACE FAILS

USRDWS 555 WEB ENGINE FAILS AFTER HTMPL CACHE LIMIT

USRDWS 557 PROFILE BROWSER SEARCH PROBLEM

USRDWS 558 INCIDENT/PROBLEM/REQUEST WRONG PARENT/CHILD

RELATIONSHIP

USRDWS 561 QUICK CLOSE IGNORES SCRATCHPAD

USRDWS 562 QUICK CLOSE IGNORES SCRATCHPAD

USRDWS 563 STATUS DROP-DOWN LIST SHOWS ALL STATUSES

USRDWS 565 QUICK REQUEST BUTTON INVISIBLE FOR ANALYST WITH DATA

PARTITION

USRDWS 566 TRANSLATION PROBLEM IN TEMPLATE

USRDWS 568 WEB SERVICE:TOMCATECT FUNCTION RETURNS MORE THAN 250

ROWS

USRDWS 569 HOME/ABOUT LINK WORKS IMPROPERLY IN CUSTOMER/EMP

INTERFACE

USRDWS 570 FORM GROUP NAME CONTAINS WHITESPACE THEN PREVIEW FAILS

IN WSP

USRDWS 571 GENERATING INCIDENT SUMMARY/DETAIL REPORTS WITH SEARCH

USRDWS 572 DERIVED EXPRESSION ERROR

USRDWS 573 SOMETIMES ONLY ONE TASK IS AVAILABLE IN TASK DROP-DOWN

LIST

USRDWS 574 POWER USER TIPS NOT WORKING FOR CLEAR FILTER

USRDWS 579 MULTIPLE LICENSES ARE USED FOR ONE CONTACT LOGIN

USRDWS 583 EMAIL URL ON PDA DOES NOT LOAD TICKET DETAILS

USRDWS 585 ATTACHMENT DESCRIPTION THAT HAS LINE FEED CODE GETS

GARBLED

USRDWS 587 ERROR ATTACHING ZIP FILES FROM WEB SERVICES

USRDWS 591 CACHE REFRESH CAUSES CORRUPTION ON INDEX ON

TASK_STATUS

USRDWS 592 NOT DISPLAYING THE SCROLL BAR

USRDWS 594 KEEP NEW LINES IN RESOLUTION WHEN THERE IS NOT KT LICENSE

USRDWS 596 KEYBOARD USAGE FOR SCOREBOARD DOES NOT WORK

r12 Fixes


Component Problem

Number

Summary

USRDWS 598 NEW FORM GROUP CHANGES NOT REFLECTED AFTER PUBLISHING

USRDWS 599 DATA PARTITION DOES NOT RESTRICT ACCESS TO VIEW

ATTACHMENTS

USRDWS 600 JAVA SCRIPT ERRORS FOR USERS WITH \U

USRDWS 601 DATA PARTITION HAS PLUS IN ITS NAME

USRDWS 602 MISSING SCROLL BARS

USRDWS 603 LIST_CR.HTMPL INCIDENT SEARCH RESULT WITH PROBLEM AND

ASSIGNEE

USRDWS 604 CREATE NEW BUTTON INVISIBLE FOR ANALYST CONTACT

(INVENTORY)

USRDWS 606 CONTACT SEARCH CHANGED TO LIST AFTER CP2

USRDWS 607 WEB CLIENT HANGS WITH AN HOURGLASS WHEN GROUP IS

CLICKED

USRDWS 608 SEARCH FIELDS EMPTY AFTER LIST ALL

USRDWS 609 ATTACHED FILE NAME IS GARBLED FOR A TICKET

USRDWS 610 UPLOAD SESSION KEEP ALIVE WHEN 'EDIT_INACTIVE' OPTION IS

SET

USRDWS 612 AHD04400 ARGUMENT ERROR ON SUMMARY REPORT WINDOW

USRDWS 613 TRANSFER OR ESCALATE ACTIVITY PAGE BLANK IN FIREFOX

USRDWS 614 KT CATEGORY PERMISSIONS RESET TO INHERIT FROM PARENT

USRDWS 617 UPLOAD ATTACHMENT PROBLEM WITHOUT DEFAULT REPOSITORY

USRDWS 618 AUDIT TRAIL EXCLUDES INCIDENT NUMBER WHEN LIST ALL IS

CLICKED

USRDWS 619 GO BUTTON SEARCH TIMES OUT SESSION AFTER APPLYING

T5LG006

USRDWS 621 CUSTOMIZE SCOREBOARD WINDOW TAKES TIME TO LOAD

USRDWS 624 AUDIT TRAIL APPENDED IN ISSUES

USRDWS 625 UNABLE TO DELETE BEHAVIOR FROM WORKFLOW TEMPLATE


Chapter 3: Documentation


What You Need to Know About the Documentation (see page 21)

Release Numbers on Documentation (see page 22)

What You Need to Know About the Documentation

Most of the CA Service Desk documentation is provided in Portable Document

File (PDF) format. The PDF format lets you search for the information you

need, and print entire guides or only part of a guide.

The following PDF documents are installed with CA Service Desk:

■ Implementation Guide

■ CA Business Intelligence Installation Guide

■ Administration Guide

■ Knowledge Tools Administration Guide

■ Technical Reference Guide

■ CA Management Database Overview

■ Release Notes

Note: Documentation for the CA Service Desk Web Interface client is in HTML

online help format.

Where to Find Documentation

You can access the CA Service Desk documentation in the following locations:

■ The Docs directory on the CA Service Desk menu

For example: Start>All Programs>CA>Service Desk>Documentation

■ The Doc directory on the CA Service Desk installation media

■ The BI Installation Guide on the installation media (DVD) for the CA

Business Intelligence Reports

■ Technical Support at http://support.ca.com




Release Numbers on Documentation

22 Release Notes

Documentation PDF Filenames

The filenames for the PDF guides are as follows:

Guide Name File Name

Administration Guide ServiceDesk_Admin_ENU.pdf

Implementation Guide ServiceDesk_Impl_ENU.pdf

Knowledge Tools Administration

Guide

ServiceDesk_KT_Admin_ENU.pdf

Release Notes ServiceDesk_Release_ENU.pdf

Technical Reference Guide ServiceDesk_Tech_Ref_ENU.pdf

CA Business Intelligence Installation

Guide

CA_BusinessIntelligence_Install_EN

U.pdf

CA Management Database Overview MDB_Overview_ENU.pdf

How to View and Search PDFs

To view PDF files, you must download and install Adobe Reader from the

Adobe website if it is not already installed on your computer.

For your convenience, we also index the PDF files with Adobe Acrobat. If you

open a PDF file in Adobe Reader and run the search, Acrobat will search the

entire PDF documentation set and link you to individual instances of the search

term.


The release number on the title page of a document might not correspond to

the current product release number; however, all documentation delivered

with the product, regardless of release number on the title page, will support

your use of the current product release. The release number changes only

when a significant portion of a document changes to support a new or updated

product release. If no substantive changes are made to a document, the

release number does not change. For example, a document for r11 may still be

valid for r11.1 or even r12.1. Documentation bookshelves always reflect the

current product release number.



Occasionally, we must update documentation outside of a new or updated

release. To indicate a minor change to the documentation that does not

invalidate it for any releases that it supports, we update the edition number on

the cover page. First editions do not have an edition number.


Chapter 4: System Information


Operating Systems (see page 25)

Client-Only Operating Systems (see page 31)

Web Browsers (see page 32)

Database Management Systems (see page 33)

System Requirements (see page 33)

FAST ESP Hardware Requirements (see page 34)

CA Business Intelligence Operating Systems (see page 35)

CA Business Intelligence System Requirements (see page 36)

Operating Systems

The following tables list all operating systems that CA Service Desk r12.1

supports. CA supports each operating system for the duration of its lifecycle

(as determined by its manufacturer) or until CA announces that we no longer

support it.

For CA Service Desk r12.1, consider the following:

■ CA Business Intelligence installation is limited to Windows operating

systems. You can, however, integrate CA Business Intelligence with CA

Service Desk on all supported operating systems.

■ Fast ESP installation is limited to Windows and Linux operating systems.

You can, however, integrate CA Service Desk Knowledge Tools with FAST

ESP on all supported operating systems.

Note: For more information about integrating products with CA Service

Desk and CA Service Desk Knowledge Tools, see the CA Service Desk

Implementation Guide.

■ CA Service Desk requires 8.3 File Name Creation.

Note: For detailed information about configuring File Name Creation and

the disable8dot3 registry entry, see the Online Help and support

documentation for your operating system.

■ CA EEM for Linux and UNIX must be installed from a command line. If you

attempt to install CA EEM from the CA Service Desk installation media,

Product Installs option, a message informs you to use a command line for

installation. The command-line install uses a self-extracting shell script

that guides you through the installation process.

Operating Systems

26 Release Notes

HP-UX Operating Systems

CA Service Desk r12.1 supports the following HP-UX operating systems:

Release Version CA Service

Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA

Business

Intelligen

ce and

Business

Objects

Enterprise

XI

CA EEM CA

Workflow

1.1.5 SP5

11.31 PA-RISC

(64-bit)

Yes No No No Yes

11.23 PA-RISC

(64-bit)

Yes No No No Yes

Note: For CA Service Desk r12.1, consider the following:

■ You can integrate CA Service Desk Knowledge Tools with FAST ESP,

although we do not support installing FAST ESP on HP-UX.

■ You can integrate CA Service Desk with CA Business Intelligence, although

we do not support installing CA Business Intelligence on HP-UX.

■ CA Workflow 1.1.5 SP5 server installation is supported on HP-UX;

however, you must install the CA Workflow IDE client on Windows and

Linux operating systems.

■ CA EEM is not supported on HP-UX.

For more information about integrating products with CA Service Desk and CA

Service Desk Knowledge Tools, see the CA Service Desk Implementation

Guide.

IBM AIX Operating Systems

CA Service Desk r12.1 supports the following IBM AIX operating systems:


Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA Business

Intelligence

and Business

Objects

Enterprise

XI

CA EEM CA

Workflow

1.1.5 SP5

5.2 (64-bit) Yes No No Yes Yes

Operating Systems



Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA Business

Intelligence

and Business

Objects

Enterprise

XI

CA EEM CA

Workflow

1.1.5 SP5

5.3 (64-bit) Yes No No Yes Yes

6.1 (64-bit) Yes No No No No



although we do not support installing FAST ESP on AIX.


we do not support installing CA Business Intelligence on AIX.

■ CA Workflow 1.1.5 SP5 server installation is supported on AIX; however,

you must install the CA Workflow IDE client on Windows and Linux

operating systems.

■ On AIX, install CA EEM by following the instructions provided when CA EEM

is selected during installation.


Service Desk Knowledge Tools, see the Implementation Guide.

Microsoft Windows Operating Systems

CA Service Desk r12.1 supports the following Microsoft Windows operating

systems:


Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA Business

Intelligence

and

Business

Objects

Enterprise

XI

CA

EEM

CA

Workflo

w 1.1.5

SP5

Windows

Server 2008

(32-bit) Yes No No No Yes

Windows

2008

(64-bit) Yes No No No Yes

Windows

Server 2003

R2 (32-bit) Yes Yes Yes Yes Yes

Operating Systems

28 Release Notes


Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA Business

Intelligence

and

Business

Objects

Enterprise

XI

CA

EEM

CA

Workflo

w 1.1.5

SP5

Windows

Server 2003

R2 (64-bit) Yes Yes Yes No Yes

Windows

2003

SP2 (32-bit) Yes Yes Yes Yes Yes

Windows

2003

SP2 (64-bit) Yes Yes Yes No Yes



although we do not support FAST ESP on Windows 2008.


we do not support CA Business Intelligence on Windows 2008.



Guide.

Redhat Enterprise Linux Operating Systems

CA Service Desk r12.1 supports the following Redhat Enterprise Linux

operating systems:


Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA Business

Intelligence

and

Business

Objects

Enterprise

XI

CA

EEM

CA

Workflo

w 1.1.5

SP5

3.0 x86 (32-bit) Yes Yes No Yes No

4.0 x86 (32-bit) Yes Yes No Yes Yes

4.0 x86 (64-bit) Yes Yes No No Yes

5.0 x86 (32-bit) Yes No No No Yes

5.0 x86 (64-bit) Yes No No No Yes

Operating Systems




although we do not support installing FAST ESP on Redhat Linux 5.0.


we do not support installing CA Business Intelligence on Redhat Linux.



Guide.

SuSe Linux (SLES) Operating Systems

CA Service Desk r12.1 supports the following SuSe Linux operating systems:


Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA Business

Intelligence

and

Business

Objects

Enterprise

XI

CA

EEM

CA

Workflo

w 1.1.5

SP5

9 x86 (32-bit) Yes Yes No No Yes

9 x86 (64-bit) Yes Yes No No Yes

10 SP1 x86

(32-bit)

Yes Yes No No Yes

10 SP1 x86

(64-bit)

Yes Yes No No Yes

Note: You can integrate CA Service Desk with CA Business Intelligence,

although we do not support CA Business Intelligence on SuSe Linux. For more

information about integrating products with CA Service Desk and CA Service

Desk Knowledge Tools, see the CA Service Desk Implementation Guide.

Operating Systems

30 Release Notes

Sun Solaris Operating Systems

CA Service Desk r12.1 supports the following Sun Solaris operating systems:


Desk and

Knowledge

Tools r12.1

Knowledge

Tools and FAST

ESP Search

Engine

CA Business

Intelligence

and Business

Objects

Enterprise

XI

CA EEM CA

Workflo

w 1.1.5

SP5

9 SPARC

(64-bit)

Yes No No Yes Yes

10 SPARC

(64-bit)

Yes No No Yes Yes



although we do not support installing FAST ESP on Solaris.


we do not support installing CA Business Intelligence on Solaris.

■ CA Workflow 1.1.5 SP5 server installation is supported on Solaris;

however, you must install the CA Workflow IDE client on Windows and

Linux operating systems.

■ You can install CA EEM on Solaris, however CA Service Desk on Solaris

cannot use external authentication to CA EEM on solaris. CA EEM

authentication feature requires the site to move the boplgin daemon to a

Windows or Linux operating systems.



Guide.

Client-Only Operating Systems


VMware Operating Systems

CA Service Desk r12.1 supports the following VMware operating systems:


Desk and

Knowledge

Tools r12.1

Knowledge

Tools and

FAST ESP

Search

Engine

CA Business

Intelligence

and Business

Objects

Enterprise

XI

CA EEM CA Workflow

1.1.5 SP5

ESX

Server

3 Yes Yes Yes No Yes

Client-Only Operating Systems

In addition to the operating systems listed for server support, the CA Service

Desk web client is supported on the following operating systems:

Microsoft Windows

Release Version/Level

Windows XP SP2

Windows Vista GA version

Note: Microsoft no longer supports Windows 2000.

Apple MacIntosh

Release Version/Level

MAC OS X (Firefox and Safari)

Note: Safari is supported on the

customer, employee, and guest

interface.

Web Browsers

32 Release Notes

Web Browsers

The following tables list all web browsers that are supported by CA Service

Desk r12.1. CA supports each web browser for the duration of its lifecycle (as

determined by its manufacturer) or until CA announces that we no longer

support it.

Firefox

Operating Environment Release

All 2 and 3

Note: In CA Business Intelligence, if

you plan to access BusinessObjects

InfoView with Firefox, review the

BusinessObjects Enterprise XI

Release 2 Supported Platforms for

Windows document for your

operating system and Business

Objects release level. The supported

operating environment is Firefox 2

with Java Virtual Machine (Java

Runtime) 1.5.0_xx and 1.6.0_02+ to

access InfoView.

Microsoft Internet Explorer


Microsoft Windows Internet Explorer 6 SP1, SP2, 7

Safari


Microsoft Windows 3.0 (self-service interface only)

Apple Macintosh 3.0 (self-service interface only)

Note: On older browsers, an additional blank window may appear when

viewing attachments, and you have to close this window manually.

Database Management Systems


Database Management Systems

The following tables list the database management systems that are supported

by CA Service Desk r12.1.

Note: The CA Service Desk r12.1 installation media does not contain an

embedded version of Ingres to install. This database is no longer supported.

Microsoft SQL Server

Operating System DBMS Release

Microsoft Windows (32-bit, 64-bit) 2005 SP2, 2008

Oracle

Operating System DBMS Release

All (32-bit, 64-bit) 10gr2 and 11g

Note: For an Oracle 10g DBMS, the

Oracle version must be at 10.2.0.4.

Note: Oracle does not support case insensitive indexes for asset registration.

System Requirements

The following requirements must be met or exceeded for CA Service Desk

r12.1 server to install and run properly:

Hardware Requirements

CPU Single Processor 2.0 GHz minimum,

Dual Processor 2.0 GHz preferred

RAM 2 GB minimum, 4 GB preferred

Disk Space 2 GB

Database Size Hardware Requirements

Small—Used for

installing CA Service

Desk in a test

environment.

CPU Single Processor 2.0 GHz

minimum

FAST ESP Hardware Requirements

34 Release Notes

Database Size Hardware Requirements

RAM 2 GB minimum

Disk Space 4 GB minimum will

increase over time to

accommodate database

growth

Medium—The CA

Service Desk

default. The

recommended

setting for most CA

Service Desk

installations.

CPU Dual Processor 2.0 GHz

RAM 2 GB minimum, 4 GB

preferred




growth

Large—Used for

large CA Service

Desk installations.

CPU Quad Processor 2.0 GHz

RAM 4 GB minimum




growth

Note: At least 2 GB of space is required for the data files directory of the

database server for the MDB to be installed and configured properly. For the

CA Service Desk Java Client, we recommend a single 1.0 GHz processor or

better with at least 1 GB RAM.

FAST ESP Hardware Requirements

The following information lists the recommended hardware requirements for

the FAST ESP search engine:

Component Requirement

Server Dedicated, stand-alone server on which

to install the FAST ESP search engine.

CA Business Intelligence Operating Systems



RAM ■ 4 GB (Development Computer)

■ 8 GB (Production Computer)

CPU ■ 2 (Development Computer)

■ 4 (Production Computer)

Hard Disk Space ■ 2.5 GB (Development Computer)

■ 2.5 GB, in addition to added disk

space for knowledge base

(Production Computer)

Hard Disks (Production

Computer) ■ SATA: 7.2K RPM RAID 4 (Small

system)

■ SCSI: 10K RPM RAID 5 (Medium

system)

■ SCSI: 15K RPM RAID 10 (Large

system)

Important! For complete FAST ESP prerequisite installation information, such

as supported hardware, and configuration procedures, see the FAST ESP

Installation Guide, included on the installation media in the following folder:

\CA_tps.nt\FastESP\Doc\en-US.

CA Business Intelligence Operating Systems

The following information lists the operating systems supported by Business

Objects.

Operating System Application Server Database

Windows 2003 IIS 5.0 SQL Server 2005, SP2

Windows 2003 Tomcat 5.0 SQL Server 2005, SP2

Windows 2003 IIS 5.0 Oracle 10g

Windows 2003 Tomcat 5.0 Oracle 10g

Windows 2003 WebLogic 9.2 SQL Server 2005, SP2

Windows 2003 Tomcat 5.0 MySQL

Windows 2003 WebSphere 6.0 SQL Server 2005, SP2

CA Business Intelligence System Requirements

36 Release Notes

CA Business Intelligence System Requirements

The following information lists the system requirements for CA Business

Intelligence.


Java application server If you install the Tomcat application server during the CA Business

Intelligence installation, you do not have to install a Java

application server before you install CA Business Intelligence.

RAM ■ 512 MB (Minimum)

■ 1 GB (Recommended)

Hard Disk Space ■ 3 GB

Database Software The database software must be compatible with the CMS and the

Audit database, unless you install MySQL during the CA Business

Intelligence Enterprise installation.

Note: For a detailed list of supported environments, see the

Platform.txt file that is included with your product distribution. In

addition, we recommend that you also read the Release Notes

included with your product distribution.

BusinessObjects Enterprise BusinessObjects Enterprise requires a database to store information

about the system and its users.

Note: For detailed information about the database requirements,

see the CA Business Intelligence Installation Guide.

VMWare Make sure the computer name does not include any of the following

characters:

■ underscore

■ period

■ slash

Note: Additional system requirement information is provided in the CA

Business Intelligence Installation Guide included on the installation media.

Before running the CA Business Intelligence installer, it is essential that you

carefully review your specific operating system requirements to ensure a

successful installation of CA Business Intelligence.


Chapter 5: Implementation

Considerations


Install CA EEM 8.4 without Specifying a Java_Home Variable (see page 37)

Support Blackout and Maintenance Windows in a Customized Change Order

Schedule (see page 38)

Update Secondary Server Communication for CA Workflow (see page 39)

Find Upgrade Information and Schema Changes (see page 39)

Install CA EEM 8.4 without Specifying a Java_Home Variable

You can install CA EEM 8.4 without specifying a Java_Home variable.

To install CA EEM without Java on Windows:

Skip the Java installation when the option appears during the CA EEM

installation.

To install CA EEM without Java on UNIX and Linux:

Provide a switch with the install executable, such as the following:

/EEMServer.sh -javahome none

Support Blackout and Maintenance Windows in a Customized Change Order Schedule

38 Release Notes

Support Blackout and Maintenance Windows in a

Customized Change Order Schedule

You can use blackout and maintenance windows on a Change Order Schedule

that you customized in a previous release of CA Service Desk.

To use blackout windows, modify the following schedGroup macro in

list_chgsched_config.htmpl:

<PDM_MACRO NAME=schedGroup grpname=blackoutWindow style=italic color=white

bgcolor=black

label="Blackout"

legend="Blackout Window"

icon= "warning_12.png">

To use maintenance windows, modify the following schedGroup macro in

list_chgsched_config.htmpl:

<PDM_MACRO NAME=schedGroup grpname=maintWindow

bgcolor=lightgreen

label="Maintenance"

legend="Maintenance Window"

icon= "confirmation_12.png">

Note: Do not change the grpname of either window. For more information

about administering blackout and maintenance windows, see the CA Service

Desk Administration Guide.

Update Secondary Server Communication for CA Workflow


Update Secondary Server Communication for CA Workflow

You need to manually modify the IDE client when CA Workflow is installed on a

secondary server so that CA Workflow communicates with CA Service Desk

correctly. You add the privileged CA Service Desk user credentials to the Java

Script actor USD Initializer within CA Workflow.

To add the privileged CA Service Desk user credentials

1. Open the CA Workflow client and click the Actors tab.

2. Expand JavaScript and select USD Initializer.

3. From the menu, select Modify, Update, Update Operation.

4. In the Script window, enter the following text:

USD_Username = "username" - USD_Password = "password"

5. Click OK.

The privileged CA Service Desk user credentials are added so that CA

Workflow communicates with CA Service Desk correctly.

Find Upgrade Information and Schema Changes

The CA Service Desk r12.1 Upgrade Information web site provides you with

the information you need for upgrading, and for viewing database schema

changes.

To find upgrade information and schema changes

1. Open a browser and go to http://support.ca.com.

The CA Support Online page appears.

2. Log in to CA Support Online.

3. Select CA Service Desk Manager from the Support By Product, Select a

Product page drop-down list.

The CA Service Desk Manager page appears.

4. Click the Visit the CA Service Desk Manager/CA Service Desk r12.1

Upgrade Page! link in the Product News pane.

The CA Service Desk Manager r12.1 CA Service Desk r12.1 Upgrade

Information page appears.

5. Click a link that corresponds to the information that you want to view.


Chapter 6: Known Issues

Secondary Servers Do Not Detect the Uninstall of Options

Manager Options

Secondary servers do not properly detect the uninstall of Options Manager

options until all services on the secondary are recycled. This problem does not

pertain to installing options or changing installed option values.

To properly uninstall an Options Manager option that affects secondary

servers, do the following:

1. In Options Manager, uninstall the desired options.

2. Recycle the primary server; give adequate time for all processes to fully

initialize. Run pdm_status to check that every server process is running.

3. Recycle the proctors (services) on the secondary servers.

4. Recycle the processes (other than proctors) on the secondary servers, or

alternatively, recycle the primary server again.

Migration Failure on Oracle 10g

Valid on Oracle 10g

Symptom:

The migration fails with the following error messages in the log file:

"STDERR: Error in dbcallback. event:4 err:15"

"STDERR: Error fetching data:15"

"ERROR: (54 of 54) Tables Failed Schema Validation!"

Solution:

Before starting the migration on Oracle 10g, verify that SQLPlus and Oracle DB

are able to communicate using hostname. If communication fails, verify that

Oracle is configured with loopback adaptor.

Migration Fails With Incorrect Oracle Configuration

42 Release Notes

Migration Fails With Incorrect Oracle Configuration

Symptom:

Migration fails with the following message:

Tables Failed Schema Validation!

The following errors are logged in install_mdb.log:

ErrorCode: 17002

03-11,16:02:24 ERROR - Io exception: The Network Adapter could not establish the

connection

03-11,16:02:24 INFO - MDBTools_0104I - Total time: 0H:6M:19S.

java.sql.SQLException: Io exception: The Network Adapter could not establish the

connection

at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:112)

If you execute the following command at the command shell:

sqlplus system/mdbadmin@//localhost:1521/mdb

The following error message appears:

TNS-12514: TNS:listener does not currently know of service requested

in connect descriptor

Solution:

1. Navigate to /opt/oracle/network/admin/.

2. Open listener.ora file in a text editor and modify the HOST value with

"myhost.mydomain.local".

3. Execute the following command at the command shell:

sqlplus system/mdbadmin@//localhost:1521/mdb

The SQL prompt returns.

4. Start the migration process.

The process completes successfully.

CA Workflow Process Definitions are Not Automatically Imported


CA Workflow Process Definitions are Not Automatically

Imported

Symptom:

The CA Workflow process definitions are not imported automatically when

installing CA Workflow.

Solution:

Perform the following steps to import CA Workflow process definitions:

1. Install CA EEM 8.4, CA Service Desk, and CA Workflow on your computer.

2. Install CA Workflow options under: Administration, Options Manager, CA

Workflow, and then restart CA Service Desk.

3. Use the IDE client to point to the CA Workflow installation.

4. Locate the process definition and actor xml files, for example:

$NX_ROOT\site\Workflow\data\actors and

$NX_ROOT\site\Workflow\data\process directories.

5. To import the process definitions, select File, Import, Process Definition,

select all the XML files for import, and click Open.

6. Select all the definitions and click Import.

7. To import the actor xml files, select File, Import, Actors, select all the XML

files for import, and click Open.

8. Select all the actor files and click Import.

The CA Workflow process definitions are imported.

CA Workflow Client Installation Fails if WSP is Already Installed

44 Release Notes

CA Workflow Client Installation Fails if WSP is Already

Installed

Valid on Windows standalone installations

Symptom:

CA Workflow installation fails when CA Service Desk is not installed in the

following scenarios:

■ If you install Web Screen Painter (WSP) on a Windows computer before

you install the CA Workflow client on the same computer.

■ If an existing WSP installation is on the computer to which you want to

install CA Workflow.

Solution:

Install CA Workflow client before you install WSP.

If WSP is already installed on the computer, do the following:

1. Uninstall WSP.

2. Navigate your computer system to %SYSTEMROOT%.

3. Delete the paradigm.ini file.

4. Install the CA Workflow client.

5. Reinstall WSP.

Comma Not Supported in Name Fields


Comma Not Supported in Name Fields

Valid on all operating systems

Symptom:

Entering a comma into a name field can cause unexpected results in the

display of the combined user name. For example, entering a name such as the

following while creating or updating a contact record causes the combined

name to display incorrectly:

■ Last Name: Smith, Jr

■ First Name: John

■ Middle Name: <blank>

The comma causes "Jr" to appear in the first name position and "John" not to

appear at all.

Solution:

Avoid using the comma character in name field.

Error Adding Scoreboard to Multi-frame Form


Symptom:

Adding the Scoreboard to a multiframe form generates an error.

Error: window.parent.scoreboard has no properties

For example, this problem occurs when you do the following:

1. Create a multiframe form.

2. Add the Scoreboard to one of the frames.

3. Publish the form.

4. Add the form to a tab, and the tab to a role.

5. Log in to CA Service Desk using the role to which you added the tab/form.

The following error message appears:

Error: window.parent.scoreboard has no properties

Using the Scoreboard with multiframe forms is not supported in CA Service

Desk r12.1.

Note: For information about these steps, see the Online Help.

Oaserver Fails to Start if CA Service Desk and FAST ESP Installed on Same Server

46 Release Notes

Oaserver Fails to Start if CA Service Desk and FAST ESP

Installed on Same Server

Valid on Windows

Symptom:

Oaserver fails to start on a server with both FAST ESP and CA Service Desk

installed.

Solution:

Oaserver uses a fixed port number (1706), while FAST ESP uses an unused

port. If FAST ESP and CA Service Desk are installed on the same server,

always start CA Service Desk first. It is possible that FAST ESP uses port 1706

when it starts before CA Service Desk.

Note: We recommend that you install CA Service Desk and FAST ESP on

separate servers, as FAST ESP requires considerable resources. These

applications perform better when they are installed on different servers.

To resolve a port conflict

1. Shut down both CA Service Desk and FAST ESP services.

2. Start CA Service Desk and allow it to initialize.

3. Start FAST ESP.

You can check port usage on Windows using the netstat -o command. If FAST

ESP is using port 1706, the output from netstat appears similar to the

following:

TCP hostname:1705 localhost:1706 ESTABLISHED pid

TCP hostname:1706 localhost:1705 ESTABLISHED pid

hostname

Identifies the name of the server.

pid

Identifies the process ID of the FAST ESP qrserver process.

FAST ESP Installation Fails to Execute Windows.dst


FAST ESP Installation Fails to Execute Windows.dst

Valid on Windows 2003 R2 SP1

Symptom:

The FAST ESP installation fails. The fastinstall.log displays the following error

message:

[Error]

[ErrorType]Error[/ErrorType]

[ErrorCode]4[/ErrorCode]

[ErrorMessage]A problem was detected while performing system tests. Please correct

this before you continue with the installation:

Failed to execute test 'windows.dst'.

Please contact FAST customer support[/ErrorMessage]

[/Error]

Solution:

Do not install FAST ESP with Daylight Savings Time enabled, because the FAST

ESP search servers require that the clock is kept synchronized, and that it is

not suddenly corrected forwards or backwards. Sudden clock changes can

cause internal processes, such as the query and result server and the dispatch

processes, to believe that communication problems exist or that some

processes have died. This miscommunication leads to warnings in the logs and

automatic restart of processes.

Important! We strongly recommend that you schedule a maintenance window

when enabling Daylight Savings Time. This schedule allows the system to be

shut down to avoid any clock conflicts. If you install FAST ESP on a server with

Daylight Savings Time enabled and do not shut down the system, you run the

risk of clock conflicts and various component failures such as interprocess

communication problems with qrserver, fdispatch, topfdispatch. You can use

the FAST ESP admin GUI or the logs located in

qrserver($FASTSEARCH/var/log/qrserver/* to see if any processes failed and

require restarting.

If a FAST ESP install error related to windows.dst (Daylight Saving Time)

occurs, try the following:

1. Navigate to Control Panel, Date and Time, Time Zone, and clear

Automatically Adjust Clock for Daylight Saving Changes.

2. Turn off Internet Time if such a tab exists in Control Panel, Date and Time.

Start and Stop FAST Considerations

48 Release Notes

3. In Windows Registry,

KEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\TimeZoneInfor

mation Set following for Key: DisableAutoDaylightTimeSet Type :

REG_DWORD Value : 1

4. Navigate to Control Panel, Admin Tools, Services, and stop the Windows

Time Service.

5. Run the installation from the command line and bypass the checks using:

setup.exe -W localhosttest.active=false -W localhosttestloop.active=false

Start and Stop FAST Considerations

We recommend that you apply the following considerations when you start and

stop FAST:

■ Use the FAST Enterprise Search Platform (ESP) nctrl command to help

ensure a smooth start and stop of FAST services. Usually, an order should

be followed whenever you start or stop individual FAST services. For

example, if you want to stop feeding, first stop the crawler to avoid loss of

crawled information. This method takes a reasonable amount of time.

Using the nctrl command stops FAST processes in order and waits for a

feedback of proper termination of a process before printing the message

"FAST .... has stopped successfully."

If you stop FAST services from Windows services (or by using the net

start/stop command), an immediate shutdown occurs. All processes are

removed from memory without any order and without waiting for

feedback. This method can lead to unfinished processes still waiting for

feedback from other processes. These unfinished processes can cause

inconsistencies when you start FAST services again without stopping the

unfinished services first.

■ NodeState.xml can be corrupted if FAST ESP is improperly shut down; for

example, power outage, stopping processes, or shutting down services in

the incorrect order can corrupt NodeState.xml.

When ESP is started, configuration files are loaded into memory. When ESP

shuts down, those configuration files are written back in the the disk.

However, if ESP is forced to shut down while the configuration files are

being written to disk, NodeState.xml can become corrupted. The best way

to avoid this type of corruption is to perform a start or stop of ESP using

the nctrl command. This method has been suggested as a best practice,

because it helps ensure a smooth start and stop of FAST services. Usually,

an order should be followed whenever you start or stop individual FAST

services.

Enable QPS FAST ESP License Limit Logging


■ If you start FAST services using a DOS command or through the services

manager or by using the nctrl command start option (on Linux), the

system is started in the proper order (specified in the

$FASTSEARCH/etc/NodeConfig.Xml).

Note: You cannot use the nctrl command start option on Windows because

the command uses the FAST service.

■ Open the Windows Event logs to view messages, such as the following

ones, about any problems that occur:

■ The description for Event ID ( 3 ) in Source (FASTESPService) cannot

be found. The local computer might not have the necessary registry

information or message DLL files to display messages from a remote

computer. You can use the /AUXSOURCE= flag to retrieve this

description; see Help and Support for details. The following information

is part of the event: File "win32serviceutil.pyo", line 785, in SvcRun

File "FASTESP.pyo", line 162, in SvcDoRun; exceptions.SystemExit;

StateParseError: Line 1, Column 0, Error: not well-formed (invalid

token).

■ [2008-11-26 07:34:11.250] CRITICAL systemmsg Failed to start ESP

Service (Node Controller): StateParseError: Line 1, Column 0, Error:

not well-formed (invalid token)

Replace NodeState.xml to correct the problems.

Enable QPS FAST ESP License Limit Logging

When the QPS (query per second) FAST ESP license limit is reached, this event

is logged in the stdlog file:

CA Service Desk Manager Knowledge Tools provides a FAST ESP

license that supports two queries per second. If your system's search

response is drastically reduced due to a high query rate, you may

contact Microsoft FAST division and purchase a license that supports a

faster query rate.

To enable this logging, set the EBR_QPS_MAX variable in the NX.env file to the

actual QPS supported by the FAST license (fastsearch.lic file).

The QPS FAST ESP license limit event appears in the stdlog file.

Highlight Text and Spell Check on FAST ESP for Chinese, Japanese, and Korean Languages

50 Release Notes

Highlight Text and Spell Check on FAST ESP for Chinese,

Japanese, and Korean Languages

The highlight text and spell check features are not available on a FAST ESP

system with Chinese, Japanese, or Korean languages enabled.

For regional localized CA Service Desk products, the default and range of

supported lexicons vary. English lexicons are always available and can be used

in all certified (non-English) operating environments and regional localized CA

Service Desk products including those supporting Asian languages.

Help Set Redefinition Error


Symptom:

Removing topics from a Help Set does not remove their headings from the

Table of Contents.

For example, this problem occurs if you do the following:

1. Create a Help Set.

2. Associate the Help Set with a newly created role.

3. Edit the Help Set definition and remove some of the content.

4. Log in to CA Service Desk using the role with the edited help set.

5. Launch the online help and examine the Table of Contents.

The help topics you edited out are still listed in the Table of Contents.

Solution:

1. Create a help set rather than edit an existing one.

2. Edit the role to attach the new help set.

Note: For information about these steps, see the Online Help.

pdm_configure Hangs if gcc Not Set in PATH


pdm_configure Hangs if gcc Not Set in PATH

Valid on Solaris

Symptom:

On Solaris 10 operating system, if gcc is not set in the PATH, and the

pdm_configure command is invoked, the process hangs after displaying the

flash screen. The following errors are written in configure.log:

06/26 14:28:34.498 ERROR LibraryVerifier.java 136 One or more prerequisites could

not be found. The following lists the prerequisites that are missing, (the typical

package name is enclosed in parentheses). Please consult your system's

documentation if you need help locating the correct package.

GNU Compiler Collection (gcc)

Solution:

If operating on Solaris 10 operating system, be sure to set gcc in the PATH.

Values in Money Fields Truncated at Decimal Point


Symptom:

Including a decimal point in a money amount causes truncation of the value.

This behavior applies to all fields intended to hold currency values, such as

Purchase Amount and Maintenance Fee. For example, if you enter 265.50 in

the Purchase Amount field, the value is saved as 265.

Solution:

Avoid using a decimal point in money fields.

Launching CA Workflow IDE on Linux as User Other than Root Sets Incorrect URL

52 Release Notes

Launching CA Workflow IDE on Linux as User Other than Root

Sets Incorrect URL

Valid on Linux

Symptom:

When a nonprivileged user launches CA Workflow IDE on Linux, the URL is set

incorrectly to https://servername:8443/pm. Java errors appear on screen, and

login to CA Workflow is unsuccessful.

Solution:

1. Launch the CA Workflow IDE client.

2. Change the URL to http://servername:8080/pm

3. Login is successful.

Installer Fails when Upgrading CA EEM from 8.1 to 8.3


Symptom:

The CA EEM installer fails to upgrade from 8.1 to 8.3. You close the process

with the task manager.

Solution:

If you are upgrading from CA Service Desk r11.x, then you are probably

running CA EEM 8.1. To help ensure a successful CA EEM upgrade, first

upgrade to the 8.2 version before upgrading to CA EEM 8.3.

After the EEM 8.2 upgrade, and before you run the EEM 8.3 upgrade, verify

that you update your security settings as follows.

1. From the command-line, run the following command:

sql iidbdb

2. When complete, specify the following text:

alter user system add privileges (security)\g\q

3. Run the EEM 8.3 upgrade.

Note: For more information about upgrading CA EEM, see the CA Service Desk

Implementation Guide.

CA EEM 8.3 Fails to Create Privileged User Account when CA Workflow is Installed on UNIX


CA EEM 8.3 Fails to Create Privileged User Account when CA

Workflow is Installed on UNIX

Valid on UNIX (Sun, Linux, AIX)

Symptom:

CA EEM 8.3 is not properly creating the Privileged User Account when CA

Workflow is installed on UNIX. With CA Service Desk and CA Workflow both

installed on the primary server and CA EEM 8.3 installed on a Windows

computer, the administrator account that CA EEM creates has an invalid

password.

Solution:

Restart the iGateway service.

To restart the iGateway service on a Windows system, enter the following

commands at a command prompt:

net stop igateway

net start igateway

To restart the iGateway service on a Linux or UNIX system, enter the following

commands at a command prompt:

/opt/CA/SharedComponents/iTechnology/S99igateway stop

/opt/CA/SharedComponents/iTechnology/S99igateway start

■ Stop iGateway

$IGW_LOC/S99igateway stop

■ Start iGateway

$IGW_LOC/S99igateway start

Note: This issue applies only to CA EEM 8.3. Installing and configuring CA

Workflow on UNIX and Linux does not have a problem creating the privileged

user pointing to CA EEM 8.1.

Configuration Item Reconciliation Attributes are Not Tenant Aware

54 Release Notes

Configuration Item Reconciliation Attributes are Not Tenant

Aware

Valid on all systems with a multi-tenancy installation

Symptom:

User cannot create a configuration item because it conflicts with another

configuration item owned by a different tenant. The following reconciliation

attributes are not tenant aware:

■ Name

■ Serial Number

■ Hostname

■ DNS Name

■ Asset Tag

Solution:

To prevent this conflict, append the name of the tenant to one or more of the

reconciliation attributes.

Printed Knowledge Documents Contain Large Spaces after

Migration


Symptom:

Customers upgrading from r11 to r12 experience a printing problem for

Knowledge Documents. Printed documents display a large space after the

Resolution section.

Solution:

To fix this issue, navigate to Knowledge, Documents, Document Templates on

the Administration tab. Open a Knowledge Document template and in the

HTML section, locate the <TD> tag and add the following:

<TD vAlign=top><SPAN

class=clsTextBlackXXsmall><SPAN>{TAG_RESOLUTION}</SPAN></SPAN></TD> </TR>

Repeat this change for all default Document Templates. This fix corrects a

problem of printouts resulting in large spaces or gaps inserted after Resolution

if the document contains embedded images.

Searching for Document that has Multiple White Spaces in the Title Could Cause Failure


Searching for Document that has Multiple White Spaces in

the Title Could Cause Failure


Symptom:

You create a Recommended Document from Knowledge, Search,

Recommended Documents, Create New.

If the Title text (as displayed in Edit mode) contains a leading space or double

spaces between title words, creating a Recommended Document from the

Create New Recommended Document page, instead of typing the title words

and using the auto-completion feature in the Knowledge Document text field,

opens the Knowledge Document Lookup page with no results found.

Solution:

You must invoke the Knowledge Document Lookup Form by clicking the link on

the Create New Recommended Document page. From the Knowledge

Document Lookup Form, do the following:

1. Enter the title text.

2. Search for the document.

3. Select the correct record.

Note: If you fail to do this solution and enter the title words into the text field

(without observing correct white-space), auto-completion is invoked, and the

Knowledge Document Lookup page opens with no results found. If no results

occur, clear the search filter on the Knowledge Document Lookup page,

manually enter keywords in the title into the Keywords for Advanced Search

field, and click Search.

Firefox Limitations in CA Service Desk Knowledge Tools

Valid on Windows and Linux

When using Firefox browsers, you can experience the following limitations in

CA Service Desk Knowledge Tools:

Symptom:

From the Design Tab in the HTML Editor, you cannot delete previously saved

text entered in the Resolution field of a knowledge document.

Upgrade Process Fails if UTF-8 Locale Not Installed

56 Release Notes

Solution:

You can delete previously saved text from the Source tab in the HTML Editor.

Symptom:

In Knowledge Management, a Firefox security setting can prevent you from

using Cut, Copy, and Paste functions.

Solution:

To enable Cut, Copy, and Paste functions, modify your browser security

preferences.

Note: For more information about configuring browser preferences, see

mozilla.org.

Upgrade Process Fails if UTF-8 Locale Not Installed

Valid on UNIX and Linux

Symptom:

CA Service Desk must run on UTF-8 locale on UNIX and Linux operating

systems.

Solution:

Before upgrading to CA Service Desk r12, verify that you have installed UTF-8

locale.

Automatic Login to InfoView Fails

Valid on all operating systems with a CA Business Intelligence

installation

Symptom:

During the CA Business Intelligence installation, a CA web cookie is installed by

default that lets you automatically access BusinessObjects InfoView from the

CA Service Desk Reports tab without logging on. If access is restricted through

your web browser privacy settings, the application fails to execute, and a login

prompt appears on the Reports tab.

Solution:

If you encounter this issue, adjust your web browser Internet Options, Privacy

settings so that CA web cookies are allowed on your system.

Central Management Server (CMS) Not Starting


Central Management Server (CMS) Not Starting


installation

Symptom:

When you start the BusinessObjects server and use the Central Configuration

Manager to verify that all servers have successfully started, the Central

Management Server (CMS) can unexpectedly stop.

Solution:

Your CMS database is located on the same server and the database service has

not yet started.

To start the CMS

1. On the CMS properties Dependency tab, add the database service

according to the database you are using (for example, Microsoft SQL

Server).

2. In the Central Configuration Manager, right-click Central Management

Server.

The pop-up menu appears.

3. Select Start.

The CMS starts.

Admin or InfoView Pages Do Not Display Properly After

Installation


installation

Symptom:

After installing CA Business Intelligence, the end user is unable to view Admin

or InfoView pages.

Solution:

To resolve this problem, restart Tomcat manually.

Supported Characters in Installation Path

58 Release Notes

Supported Characters in Installation Path

Valid on operating systems with a CA Business Intelligence installation

Symptom:

The installation fails with an error regarding the characters specified in the

installation path.

Solution:

The BusinessObjects installation supports only alphanumeric, spaces, dashes,

and underline characters in the installation path. Modify the installation path to

include these character types only.

Log File Location

If a CA Business Intelligence installation fails, check the log file for further

information. The log file contains error codes, presented as return values from

certain functions.

The log files (ca-install.log, CA_Business_Intelligence_InstallLog.log) are

located at the top level of the CA Business Intelligence installation directory.

During the installation process, they are located in a temporary location,

determined by the TEMP environment property on the system. If the

installation fails, you can locate the log file in this temporary location.

If you encounter a problem, open CA_Business_Intelligence_InstallLog.log first

to see if any errors are reported.

The ca-install.log is large and contains log details. The best way to find out if

there is an error for the installation is to scroll down to the bottom of the file

and check if any errors are reported. Search for ―BIEK_GetExitCode‖ to check

out the returned value of the ―BIEK_GetExitCode‖ function. If the returned

value is not 0, then there is an installation error. Then you can search for

keywords, such as ―Error‖, ―Warning‖, ―CMS‖, or ‗InfoStore‖ to figure out the

cause of the error.

Unable to Switch Databases on Upgraded System


Unable to Switch Databases on Upgraded System


Symptom:

When switching databases, such as from Oracle to SQL Server, after upgrading

to CA Service Desk r12, the configuration fails.

Solution:

Edit the install.properties file (located in $NX_ROOT/site) and set the following

values:

■ packages.casqldb = 1

■ packages.capdmorc = 1

Warning Messages Appear when Generating Stub Classes

with AXIS Tool WSDL2JAVA


Symptom:

When using the AXIS tool WSDL2JAVA to compile stub files, you are getting

warning messages.

Solution:

These warning messages are common when using AXIS 1.4 and cannot be

avoided. The stub files are still created successfully.

WebI Reports Do Not Display on the Reports Tab with Firefox

60 Release Notes

WebI Reports Do Not Display on the Reports Tab with Firefox


installation

Symptom:

Web Intelligence reports do not function properly on the CA Service Desk

Reports tab when the Firefox browser is used. The report does not complete

execution after it is selected on the Reports List page. The "Access Denied"

error message can appear. This message is a known BusinessObjects error.

Solution:

This problem is resolved with CA Business Intelligence Fix Pack 4.5. Fix Pack

4.5 is located on the CA Service Desk DVD #2 in the

ca_tps.nt/CABO/cabi/BI_FP4.5 directory. For installation instructions, see the

readme.txt file at this location.

Note: WebI reports function properly when viewed with the Firefox browser in

BusinessObjects InfoView.

Problem Uninstalling FAST on Linux Systems

Valid on Linux operating systems with a FAST ESP installation

Symptom:

The uninstaller script attempts to stop all running FAST processes before

proceeding. In some cases on Linux systems, it is necessary to check for any

remaining FAST processes and manually stop or kill the processes before

attempting to uninstall the product. As a best practice, we recommend that

you perform these steps during all uninstalls.

Solution:

To avoid problems with uninstalling FAST products on Linux systems we

recommend that all FAST processes be stopped before initiating the uninstaller

script. You can stop processes by following these steps:

1. On all nodes stop FAST using $FASTSEARCH/bin/nctrl stop.

2. Verify that you do not have any remaining process and kill the processes if

they are hanging.

3. Run the uninstaller script using $FASTSEARCH/unintsall.sh.

Case-Sensitivity Issue Occurs with Oracle 11g


Case-Sensitivity Issue Occurs with Oracle 11g


Symptom:

When using CA Service Desk r12 with Oracle 11g, unexpected results can

occur due to a case-sensitivity issue. For example, documents can be

associated with the wrong categories.

Solution:

To avoid this issue, we recommend that you do the following:

■ Use Oracle 11g, version 11.1.0.7.0.

■ Enable case-sensitive search capabilities within CA Service Desk. In the

NX.env file, set the NX_ORACLE_CASE_INSENSITIVE= variable to 1

(default) instead of 0.

Note: For problem resolution, BUG ID No. 7335665 has been assigned to the

Oracle development group. When Oracle 11g Release 2 (or 11.2.X.X.X) is

available, you can download a correction for this issue from the Oracle's

Metalink Support page.

Error when Scheduling Crystal Reports which include

Parameters that use List of Values

Valid on Windows

Symptom:

When scheduling Crystal Reports, the List of Values (LOV) is not refreshed

when you open a Crystal report parameter to select values.

Solution:

This behavior is a known issue for BusinessObjects. A fix is expected in

BusinessObjects XI Release 2 Service Pack 5. After CA testing of this Service

Pack, a download will be made available on http://ca.com/support. The

following workaround is provided to refresh the LOV before scheduling Crystal

reports:

1. Click Start, Programs, Business Objects XI Release 2, Business Object

Enterprise and select Business Object Enterprise Java Administration

Launchpad.

2. Click Central Management Console.

3. Click Folders from the Organize section.




Multi-Site Synchronization Issues when Using Windows and AIX Combination

62 Release Notes

4. Click CA Folders.

5. Click CA Service Desk.

The list of reports displays.

6. Click a Crystal report. For example, select Active Change Orders Aging by

Groups.

The report properties page appears.

7. Click Refresh Options (under the Properties tab).

8. Click Select All.

Click Refresh Report.

Click Update.

9. Repeat Steps 6 to 8 to refresh other Crystal reports.

Multi-Site Synchronization Issues when Using Windows and

AIX Combination

Valid on Multi-Site systems with Windows and AIX combinations

Symptom:

You experience synchronization issues when configuring Multi-Site with a

combination of Windows and AIX master and regional servers.

Solution:

1. Open NX.env.

2. Uncomment the Fast Channel entry.

3. Cycle CA Service Desk.

FAST ESP License Supports Two Queries Per Second


FAST ESP License Supports Two Queries Per Second

Valid on Linux and Windows operating systems with a FAST ESP

installation

Symptom:

When you install the FAST ESP search engine in CA Service Desk, the default

FAST ESP license for the search engine is limited to two search queries per

second. If your system search response is drastically reduced due to a high

query rate, then you can increase the query rate by obtaining additional

licenses from FAST ESP.

Solution:

To increase the default search capabilities specified by your license agreement,

contact FAST and purchase additional licenses at

[email protected].

CA Service Desk Fails to Start when CA Products Using

Previous Versions of eTPKI are Installed after CA Service Desk

Valid on Windows systems with other CA products installed after CA

Service Desk

Solution:

CA Service Desk fails to start with an ―Unable to connect to DB‖ error message

when CA products with earlier versions of eTPKI are installed after CA Service

Desk.

Symptom:

To avoid this issue, do the following:

1. Edit the system path: Move the PROGRA~1\CA\SHARED~1\eTPKI\lib

directory to the beginning of the path.

2. Start CA Service Desk.




Search for New Knowledge after CA Service Desk Knowledge Tools Installation Might Fail

64 Release Notes

Search for New Knowledge after CA Service Desk

Knowledge Tools Installation Might Fail

Valid on all operating systems with a CA Service Desk Knowledge Tools

installation

Symptom:

After you successfully install CA Service Desk Knowledge Tools, your end users

can encounter problems when they search for new knowledge documents or

files.

Solution:

If you encounter this problem, run the pdm_k_reindex utility.

Note: For more information about running the pdm_k_reindex utility, see the

CA Service Desk Knowledge Tools Administration Guide.

Cannot View A Zero-Size Knowledge Attachment


Cannot View A Zero-Size Knowledge Attachment

Symptom:

When I do any of the following:

■ Attach a zero-size file to a Knowledge document

■ Replace an existing Knowledge document file with a zero-size file

and attempt to view the file, the following message appears:

The file 'zero-size.txt' is empty or does not exist.

Solution:

Do not attach a zero-size file to a Knowledge document or replace an existing

Knowledge document with a zero-size file.

If you attach a zero-size file to a Knowledge document and want to

view the file

1. Right-click the Attachments page and select Refresh.

The Attachments page refreshes.

2. Click the attachment link.

The attachment opens.

If you replace an existing Knowledge document with a zero-size file, you

cannot view the file.

EBR Search Does Not Display Recommend Documents

66 Release Notes

EBR Search Does Not Display Recommend Documents


Symptom:

Recommended documents are not listed when searching for knowledge in the

following situations:

■ Using roles with tenant access as tenant group

■ Using complex SQL clauses in the following:

– Data Partitions of Security and Role Management

– Additional Search Arguments of Knowledge Advanced Search

Solution:

The issue appears when using KT Search Engine [FILES] option. The Fast

[SEARCH_ENGINE] option functions correctly. Enable the FAST ESP search by

navigating to Options Manager, Search Engine, ebr_version.

Unable to Export Schedule on Internet Explorer

Valid on Windows

Symptom:

Exporting the Change Order Schedule does not function correctly when

Enhanced Security is enabled in IE. The Enhanced Security option prevents IE

from displaying the download prompt that the Export button creates for the

user. The Enhanced Security option is only available on server installations of

Windows.

Solution:

Disable the Enhanced Security option in IE.

Web Screen Painter is Unable to Preview a CI Detail for a Specific Family


Web Screen Painter is Unable to Preview a CI Detail for a

Specific Family

Symptom:

Web Screen Painter is unable to preview a CI detail for a specific family unless

the CA Service Desk DBMS contains at least one row of data for that CI. If Web

Screen Painter previews a page related to a CI family, a connection error can

appear in the preview browser. The following error message can appear in the

stdlog:

Error in LOOKUP=is_asset Select_Cache method got_domset_list:

Unknown name "LOOKUP=is_asset

Solution:

Use the CA Service Desk or CA CMDB web interface to add a CI of that family.

The Web Screen Painter previews the page without an error.


Appendix A: Accessibility Features

CA is committed to ensuring that all customers, regardless of ability, can

successfully use its products and supporting documentation to accomplish vital

business tasks. This section outlines the accessibility features that are part of

CA Service Desk.

Product Enhancements

CA Service Desk offers accessibility enhancements in the following areas:

■ Display

■ Sound

■ Keyboard

■ Mouse

Note: The following information applies to Windows-based and

Macintosh-based applications. Java applications run on many host operating

systems, some of which already have assistive technologies available to them.

For these existing assistive technologies to provide access to programs written

in JPL, they need a bridge between themselves in their native environments

and the Java Accessibility support that is available from within the Java Virtual

Machine (Java VM). This bridge has one end in the Java VM and the other on

the native operating systems, so it will be slightly different for each platform it

bridges to. Sun is currently developing both the JPL and the Win32 sides of

this bridge.

Display

To increase visibility on your computer display, you can adjust the following

options:

Font style, color, and size of items

Lets you choose font color, size, and other visual combinations.

Screen resolution

Lets you change the pixel count to enlarge objects on the screen.

Cursor width and blink rate

Lets you make the cursor easier to find or minimize its blinking.


70 Release Notes

Icon size

Lets you make icons larger for visibility or smaller for increased screen

space.

High contrast schemes

Lets you select color combinations that are easier to see.

Sound

Use sound as a visual alternative or to make computer sounds easier to hear

or distinguish by adjusting the following options:

Volume

Lets you turn the computer sound up or down.

Text-to-Speech

Lets you hear command options and text read aloud.

Warnings

Lets you display visual warnings.

Notices

Gives you aural or visual cues when accessibility features are turned on or

off.

Schemes

Lets you associate computer sounds with specific system events.

Captions

Lets you display captions for speech and sounds.

Keyboard

You can make the following keyboard adjustments:

Repeat Rate

Lets you set how quickly a character repeats when a key is struck.

Tones

Lets you hear tones when pressing certain keys.

Sticky Keys

Lets those who type with one hand or finger choose alternative keyboard

layouts.



Mouse

You can use the following options to make your mouse faster and easier to

use:

Click Speed

Lets you choose how fast to click the mouse button to make a selection.

Click Lock

Lets you highlight or drag without holding down the mouse button.

Reverse Action

Lets you reverse the functions controlled by the left and right mouse keys.

Blink Rate

Lets you choose how fast the cursor blinks or if it blinks at all.

Pointer Options

Let you do the following:

■ Hide the pointer while typing

■ Show the location of the pointer

■ Set the speed that the pointer moves on the screen

■ Choose the pointer's size and color for increased visibility

■ Move the pointer to a default location in a dialog box

Keyboard Shortcuts

The following table lists the keyboard shortcuts that CA Service Desk supports:

Keyboard Description

Ctrl+X Cut

Ctrl+C Copy

Ctrl+K Find Next

Ctrl+F Find and Replace

Ctrl+V Paste

Ctrl+S Save

Ctrl+Shift+S Save All

Ctrl+D Delete Line

Ctrl+Right Next Word

Ctrl+Down Scroll Line Down

End Line End


72 Release Notes

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