ServiceDesk Release ENU

CA Service Desk
Release Notes
r12
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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 Portal
■ CA Embedded Entitlements Manager (CA EEM)
■ CA Enterprise Workload Automation (CA EWA)
■ CA Management Database (Management Database)
■ CA Management Portal
■ CA Network and Systems Management (CA NSM)
■ CA Remote Control Manager (CA RCM)
■ CA Service Desk
■ CA Service Desk Knowledge Tools
■ CA Asset Portfolio Management (CA APM)
■ CA Software Delivery
Contact CA
Contact Technical Support
For online technical assistance and a complete list of locations, primary service
hours, and telephone numbers, contact Technical Support at
http://ca.com/support.
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send a message to techpubs@ca.com.
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complete our short customer survey, which is also available on the CA Support
website.
Contents
Contents 5
Chapter 1: Welcome 9
What this Document Covers.................................................................................................... 9
International Support .......................................................................................................... 10
Published Fixes ................................................................................................................... 11
r11.2 Fixes ................................................................................................................... 11
Product Name Change ......................................................................................................... 29
Removed Features .............................................................................................................. 29
Deprecated Features ........................................................................................................... 31
Renamed Reports................................................................................................................ 31
Chapter 2: New CA Service Desk Features and Enhancements 33

Role-Based User Interface .................................................................................................... 33
Multi-Tenancy..................................................................................................................... 34
CA Business Intelligence ...................................................................................................... 34
Administering Reports .................................................................................................... 35
Key Performance Indicators .................................................................................................. 36
Change Order Schedules ...................................................................................................... 36
Expanded Workflow Features ................................................................................................ 37
LDAP Bulk Load Utility ......................................................................................................... 37
New Installation Program ..................................................................................................... 37
Area and Category Property Enhancements............................................................................. 38
Time Zone Management....................................................................................................... 38
ITIL Compliance Improvements............................................................................................. 39
IPv6 Support ...................................................................................................................... 39
Enhanced Federal Requirements Regulations........................................................................... 39
Notification Enhancements ................................................................................................... 39
Web Screen Painter Enhancements ........................................................................................ 40
Chapter 3: New CA Service Desk Knowledge Tools Features and Enhancements

41
New Feature Requirements................................................................................................... 41
FAST ESP Search Engine ...................................................................................................... 41
Increase the Search Capabilities ...................................................................................... 43
Contents 5
Support for Multi-Byte Character Set Search...................................................................... 43
Search Enhancements ......................................................................................................... 43
Knowledge Center Support ................................................................................................... 44
Knowledge Lifecycle Schedule ............................................................................................... 44
CA Service Desk Scoreboard Query Enhancements................................................................... 44
Editing Enhancements ......................................................................................................... 45
Forums.............................................................................................................................. 46
Knowledge Report Card Enhancements................................................................................... 46
Recommended Documents ................................................................................................... 46
Export and Import Feature ................................................................................................... 47
Reports and Metrics............................................................................................................. 47
Chapter 4: Documentation 49
What You Need to Know About the Documentation................................................................... 49
Where to Find Documentation ......................................................................................... 49
Documentation PDF Filenames......................................................................................... 50
How to View and Search PDFs ......................................................................................... 50
Documentation Changes ...................................................................................................... 51
Content Changes ........................................................................................................... 51
Role-Based Online Help........................................................................................................ 52
Release Numbers on Documentation ...................................................................................... 54
Chapter 5: System Information 55

Operating Systems.............................................................................................................. 55
HP-UX Operating Systems............................................................................................... 56
IBM AIX Operation Systems ............................................................................................ 56
Microsoft Windows Operating Systems .............................................................................. 57
Redhat Enterprise Linux Operating Systems ...................................................................... 58
SuSe Linux (SLES) Operating Systems.............................................................................. 59
Sun Solaris Operating Systems ........................................................................................ 59
VMware Operating Systems............................................................................................. 60
Client Platforms .................................................................................................................. 60
Web Browsers .................................................................................................................... 61
Database Management Systems............................................................................................ 62
System Requirements.......................................................................................................... 63
FAST ESP Hardware Requirements......................................................................................... 64
CA Business Intelligence Supported Operating Systems ............................................................ 65
CA Business Intelligence System Requirements.................................................................. 65
Business Objects Supported Operating Systems ................................................................. 66
CA Business Intelligence Platform-Specific Requirements..................................................... 66
6 Release Notes
Chapter 6: Known Issues 67
Comma Not Supported in Name Fields ................................................................................... 68
Error Adding Scoreboard to Multi-frame Form.......................................................................... 68
Oaserver Fails to Start if CA Service Desk and FAST ESP Installed on Same Server ....................... 69
FAST ESP Installation Fails to Execute Windows.dst.................................................................. 70
Help Set Redefinition Error ................................................................................................... 71
pdm_configure Hangs if gcc Not Set in PATH ........................................................................... 72
Values in Money Fields Truncated at Decimal Point................................................................... 72
Launching CA Workflow IDE on Linux as User Other than Root Sets Incorrect URL ........................ 73
Installer Fails when Upgrading CA EEM from 8.1 to 8.3 ............................................................. 73
CA EEM 8.3 Fails to Create Privileged User Account when CA Workflow is Installed on Unix ............ 74
Configuration Item Reconciliation Attributes are Not Tenant Aware............................................. 75
Printed Knowledge Documents Contain Large Spaces after Migration .......................................... 75
Searching for Document that has Multiple White Spaces in the Title Could Cause Failure................ 76
Firefox Limitations in CA Service Desk Knowledge Tools............................................................ 76
Upgrade Process Fails if UTF-8 Locale Not Installed .................................................................. 77
Automatic Login to InfoView Fails .......................................................................................... 77
Central Management Server (CMS) Not Starting ...................................................................... 78
Admin or InfoView Pages Do Not Display Properly After Installation ............................................ 78
SLA Violation Report Incorrectly Returns Data for "Previous 3 Months" Instead of "This Month" ...... 79
Supported Characters in Installation Path ............................................................................... 79
Log File Location ................................................................................................................. 80
Unable to Switch Databases on Upgraded System .................................................................... 80
Warning Messages Appear when Generating Stub Classes with AXIS Tool WSDL2JAVA .................. 81
WebI Reports Do Not Display on the Reports Tab with Firefox.................................................... 81
Problem Uninstalling FAST on Linux Systems........................................................................... 82
Case Sensitivity Issue Occurs with Oracle 11g ......................................................................... 82
Appendix A: Accessibility Features 83

Product Enhancements ........................................................................................................ 83
Contents 7
Chapter 1: Welcome
Welcome to CA Service Desk r12.
This section contains the following topics:
What this Document Covers (see page 9)

International Support (see page 10)
Published Fixes (see page 11)
Product Name Change (see page 29)
Removed Features (see page 29)
Deprecated Features (see page 31)
Renamed Reports (see page 31)
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 enhancements

and changes in functionality in this release. The following are some of the
major new and enhanced features in CA Service Desk r12:
■ Role-based web interface client
■ Multi-tenancy
■ Web-based reporting
■ Key Performance Indicators

■ Area and category property validation
■ Change Order schedules

■ Time zone management
■ Cross-platform installation program

■ IPv6 support
■ ITIL compliance
■ Enhanced Federal Requirements Regulations including support for FIPS
140-2 and improved Section 508 compliance.
■ CA Service Desk Knowledge Tools improvements
■ Expanded support for notifications, LDAP integration, workflow, and Web

Screen Painter.
International Support
■ New integrations with CA products and third-party products
■ FAST ESP®
■ BusinessObjects Enterprise XI Release 2
For more integration information, see the CA Business Intelligence

Installation Guide and the Implementation Guide.
Note: At publication time, CA Service Desk r12 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 Implementation Guide on your installation media.
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
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
10 Release Notes
Published Fixes
Published Fixes
For all published fixes for CA Service Desk r12, see the Published Solutions
provided by Technical Support at http://support.ca.com.
See also
r11.2 Fixes (see page 11)
r11.2 Fixes
The following r11.2 fixes are included in the CA Service Desk r12 release:
Summary Component Problem

Number
SLA Violation Problem Related to Issues Unicenter Service Desk 2

RXX - Server Side (USRD)
Tomcat is Core-ing in SDA.H Line 210 USRD 4
Act Log Shows Wrong Analyst USRD 5
No Incident and Problem Display on Scoreboard USRD 6
CA_Owned_Resource Table Registration Problem USRD 7
SPELSVR Needs to Convert All Exec() Calls USRD 8
pdm_extract and Remote Ref USRD 9
Update to Category is Lost USRD 11
Update Status of New Task Inserted into Group USRD 12
Missing Posted by Value in CI Log USRD 15
CA_Owned_Resource Table Registration Problem USRD 17
LDAP Search Controls Do Not Appear USRD 18
Unable to Create New Asset USRD 19
Categories Limited to 1000 USRD 21
Wrong Analysts in Activity Logs USRD 22
LDAP Auto-Creation Error USRD 23
Problem with Setting Options from Command-Line USRD 25
pdm_deref Strips Zeros for Certain Columns USRD 28
Required Text Fields Accept Blanks as Input USRD 29
Published Fixes

Number
Unable to View Attachments USRD 30
NT Add Support for SupportBridge Integration USRD 31
Fail to Configure on a Win2K3/SQL 64-Bit System USRD 36
Embedded CA Workflow Version 1.0.019.017 USRD 37
Scoreboard Problem with Group Queries USRD 39
pdm_restore Fails to Restore All .htmpl Files USRD 40
Status of New Workflow Task is Incorrect USRD 41
CA Workflow Tasks Do Not Terminate on Cancel USRD 44
Support UTF-8 on Windows USRD 45
Cannot Delay SLA Events Attached Manually USRD 46
Schema Error Note_Board Table USRD 48
Multiple Sure_Checkout Message USRD 49
Time Spent Field for Activity Log is Blank USRD 53
Spurious Cartesian Join on Certain Queries USRD 55
Wrong Contact Department in File Text_API.CFG USRD 56
Downloading Large Attachments Crashes Slump SE USRD 57
LDAP_Sync Error USRD 59
Mail Eater Application Error USRD 62
Add Mime-Version 1.0 to Header for RFC 1521 USRD 68
Parse Error in STDLOG Due to a Single Quotation USRD 72
No Information for Issue_ID USRD 73
Timespan Error in Report USRD 76
Boplogin.exe Process Crashes with LDAP_Groups USRD 81
Blank "Created By" Field for Activity USRD 82
Japanese Characters are Corrupted in Mail Requests USRD 83
Random Analysts Recorded when Events Fire USRD 95
DST 2007 Changes for US and Timezone Table USRD 96
ATY Log Does Not Contain Display Name for SREL USRD 97
Pager Email Notification Display Incorrect Date USRD 99
pdm_userload Truncating Data Incorrectly USRD 101
12 Release Notes
Published Fixes

Number
Sort of Data Partition List USRD 111
Error Using pdm_userload USRD 112
All Email Notifications Have Empty Space at 40 P USRD 115
pdm_restore Corrupts .png Files USRD 116
pdm_options_mgr Does Not Work for LDAP_DN USRD 117
No Oracle Database Dependency USRD 118
Data Partition on Access Type Not Taking Effect USRD 121
Replace Actual Spaces with &NBSP USRD 123
pdm_configure Errors when NSM and CIA is Installed USRD 124
Audit Log for Assets Show Incorrect Values USRD 127
Search Filter with Group Member Data Partition USRD 129
Location Primary Contact UUID USRD 130
All Webengines Recycled USRD 131
Profile Browser & Constraint USRD 132
Data Partitions Not Working for Attachments USRD 135
Domsrvr Crash During LREL Sort USRD 137
Object Manager Cache Not in Sync USRD 138
Report Missing Information USRD 139
AHD11016: Failed to Download the File USRD 140
Email Response Not Indicating Problems on Attachment USRD 143
Curr_User_ID Unable to Get ID USRD 145
Web Service Thread Aborted USRD 146
Wrong Majic Generated after WSP Schema Change USRD 147
SQL Statement Prepare Error-Session Not Opened USRD 149
BPVIRTDB: Cancelled Queries in Suspended State USRD 150
Severe Error on Attachments USRD 154
Spel_Srvr Failed SIGSEGV USRD 155
Attachments Attach and Detach USRD 159
Internal Notification from CAWF is Visible USRD 161
SREL Field Length Always 60 USRD 162
Published Fixes

Number
JAVA Still Running when pdm_tomcat_nxd_Dies USRD 163
Turn on the Mail Eater USRD 165
boplogin.exe Process Crashes when Doing Merge USRD 166
Web Screen Painter Update Record USRD 167
New Hostname in DSM Does Not Reflect in Assets USRD 169
Device Parameter Passed to ahd.dll is Ignored USRD 173
Inactive Category Hangs Web Services USRD 174
Incident Area Properties Displayed in Wrong Order USRD 176
Skip EIAM and Workflow USRD 182
NR_COM Table Update Asset Showing Wrong Value USRD 188
LDAP Auto Contact Creation USRD 189
DNS_Name Changes Not Logged USRD 196
Assignee Removed after Event Fires USRD 196
Workflow Task Description Not Set from Template USRD 197
Size of T_PERSID Column in ANIMA Table USRD 198
Auto Assign to Unavailable Analyst USRD 199
Process_Notify_Que Signature USRD 202
Unable to Download Attachments with, in Name USRD 203
Auto Assignment Issue USRD 206
Problem Restarting Domsrvr on Secondary USRD 208
bop_cmd Returns Severe Error USRD 120
Low Performance Using Auto Assignment USRD 213
Domsrvr Crash USRD 219
NSM Export Sometimes Fail USRD 221
pdm_configure in Silent Mode USRD 225
Do Not Start Service Desk DMN after pdm_config USRD 226
Blank Workflow Task Completed by Field USRD 227
Table DLGTSRV Does Not Get Updated USRD 228
Execute Remote Reference Macro USRD 230
pdm_mail_nxd Crashes USRD 231
14 Release Notes
Published Fixes

Number
MailEater Rejecting Emails USRD 232
LDAP Merge Not Working when the Case is Different USRD 233
Wrong contact.expense_code in File text_api.cfg USRD 234
Keep "Use EIAM for Authentication" with -S Option USRD 243
Limit Reached when Sending Surveys USRD 245
pdm_diag Command Hangs for a Long Time USRD 246
CI report Hangs with outer_join Error USRD 251
RFC 2047 Applied on Attachments Name USRD 257
Additional Logging when Database Agent Reconnects USRD 259
Session Log Written on Login Failure USRD 260
SQL Agent Might Lose Data During a Reconnect USRD 261
MailEater Stops Processing with No from Address USRD 262
Grant Access Triggering USRD 266
User Cannot Update Groups USRD 269
AHD05053: Bad Where Clause USRD 272
File Access Error on UCNV_Open USRD 287
Close Activities Not Generated USRD 288
Remove KT User and CT User in R11 USRD 291
DM_configure Failure with Remote Oracle MDB USRD 292
Update Service Status for Asset Owned By UAPM USRD 293
Web Services Died - Transfer Ticket to Same User USRD 294
ETrust Password Expired USRD 295
API Error in STDLogs after First Cumulative Patches USRD 296
Inactive Contact Search USRD 298
No Dependency Added for SQL Server 2005 USRD 299
User Constraint Key in One Case USRD 300
Error in STDLog on Submitting a Managed Survey USRD 301
Daemon Services Locked in Starting State USRD 302
Web Report Summary Empty USRD 303
<Handle> Not Returned for DoQuery USRD 307
Published Fixes

Number
pdm_text_nxd Using Memory USRD 308
LDAP_Sync Error When LDAP_Enable_Groups is Yes USRD 309
Copy Contact Error USRD 312
Modifying Task Status Problem USRD 314
Assignee Incorrect with Group USRD 315
Spelsrvr Uses High CPU when Adding SLA Events USRD 318
Fail to Show Attach USRD 323
PCRPT Daemon Restart for Report USRD 327
Error in pdm_configure when Deploying USRD 329
pdm_configure Hangs when set_pdm_user is Run USRD 330
LDAP_Sync Error USRD 332
Macro Code Spelling Error USRD 334
Tomcat Does Not Start when pdm_configure -S is Used USRD 335
Duplicate Call Area Name USRD 338
pdm_configure Error on Secondary USRD 341
Duplicate UserID USRD 342
pdm_load Update Contacts USRD 346
pdm_extract Command on Skeletons Table Returns Fatal USRD 347

Error
Manual Notification Through Web Services USRD 352
Update Object Web Service Function Fails if Request is USRD 353

Locked
Long Mail Sent to Mail Eater Kills pdm_text_nxd Daemon USRD 355
Duplicate Key on Add or AHD04115: Miscellaneous USRD 356

Database Error
pdm_wsp Tag Breaks on Dotted Notation USRD 358
Contact Search Error USRD 359
Resolution Not Found Error in Knowledge Document USRD 360
Assignee Set Option Not Working when Template is Used USRD 364
Key Control Agent Causes Primary Key Violation USRD 366
Date Format in Activity Log USRD 367
16 Release Notes
Published Fixes

Number
Issue with Web Service Method USRD 369
Cannot Close Co Associated with Purged WF Instances USRD 372
CallRequest() Web Service Call Fails with call_back_date USRD 375
File Access Error on UCNV_Open without Charset Info USRD 376
mdb_registration_nxd Memory Increase USRD 378
LDAP_SYNC Performance Problems USRD 382
Service Type has been Delayed USRD 384
Duplicate Key on Add or AHD04115: Miscellaneous USRD 386
Resolve Date Copied from Template USRD 387
Log Entries after Install Cumulative Patch 2 USRD 392
Cache Refresh is Causing Corruption on Index on USRD 394

TASK_STATUS
DRWatson Domsrvr USRD 395
Domsrvr Process on Secondary Servers Crash USRD 399
Creating Request from Worldview of NSM Release Unicenter Service Desk 2

RXX TNG Integration
(USRDTI)
Long Msg Text in ahd.dll Terminates EM Daemon USRDTI 3
Requests Open via TNG Do Not Use Template Description USRDTI 7
Web Screen Painter Generates Invalid Majic Unicenter Service Desk 2

RXX Web Screen Painter
(USRDWP)
Getting Errors When Modifying detail_wf.htmpl USRDWP 3
Properly Format Immediate Triggers (On Set) USRDWP 4
Request Area Required USRDWP 5
QREL Table Field Blanks Out on Save USRDWP 6
Web Screen Painter: Publishing Style Sheets USRDWP 7
ID Field Displayed as INT in Schema Designer USRDWP 8
web_cgi_url Breaks Web Screen Painter USRDWP 9
Customized Date Not Saved USRDWP 10
Errors Adding New Tab with Web Screen Painter USRDWP 11
Cannot Move SREL to Production USRDWP 17
Published Fixes

Number
Problem Modifying HTMPL File USRDWP 21
Description Field Size USRDWP 22
Schema Designer Not Saving "Required" Check Box USRDWP 23
SPEL Error on Call Requires Edit Form Unicenter Service Desk 2

RXX Web Server
(USRDWS)
KDLINKS Query when Viewing a Knowledge Document USRDWS 3
Setting Default Requests Priority on Employee Web USRDWS 4
Scoreboard Queries Do Not Properly Update USRDWS 6
Sporadic Web Hangs USRDWS 7
Reset Tree Button Does Not Work for Analysts USRDWS 8
Carriage Returns Lost USRDWS 9
Update to Request Area/Category is Lost USRDWS 10
Scoreboard Update Issue USRDWS 11
Wrong Error on Failure to Insert Task USRDWS 12
Category Searching Not Correct USRDWS 13
Contacts Asset Links Open Last Asset USRDWS 14
Problem with Expanding Hierarchical Selection List USRDWS 15
Added Heartbeat to Webengine USRDWS 16
Task Complete Date Does Not Update USRDWS 17
Property Format Immediate Triggers (On Set) USRDWS 19
pdm_list Does Not Display Data USRDWS 20
LDAP Search Controls Do Not Appear USRDWS 21
Cannot Click Button USRDWS 22
Message File Download Problem USRDWS 23
Message Template Not Visible USRDWS 24
Unable to Create New Asset USRDWS 25
Graphs in Web Interface USRDWS 26
Clear_Scratchpad Does Not Work Correctly USRDWS 27
Help for Option TTV_Enable USRDWS 28
18 Release Notes
Published Fixes

Number
Search Hangs when Retrieving More Documents USRDWS 29
Adding Incident and Problem Lookups USRDWS 30
Today's Req Callbacks Does Not Search Correctly USRDWS 34
require_incident_group Not Showing Green USRDWS 35
sitemods.js Should be the Last Script Referenced USRDWS 37
AhD0400 Argument Error USRDWS 38
External Authentication with PDA Interface USRDWS 39
Correct the Help File for Search Wildcard Option USRDWS 42
Option edit_completed_task USRDWS 43
Add Support for SupportBridge Integration USRDWS 45
require_support_group Not Showing Green USRDWS 46
Error Modifying detail_wf.htmpl by WSP USRDWS 48
Adding Condition to Site Defined Macro USRDWS 49
Problem with Notification History Screen USRDWS 50
Quotes Missing in Field Name USRDWS 51
Scratchpad CR Knowledge Search USRDWS 52
Assignee Not Working after Setting Request Area USRDWS 53
Customized HTMPL Forms USRDWS 54
Unable to Submit Knowledge USRDWS 55
Error Modifying detail_iss_wf USRDWS 56
Intl. Chars and Search Filter USRDWS 58
Wrong Name Shown in the Survey Activity Log USRDWS 60
Unable to Upload Attachments to Remote Repository USRDWS 61
Problem Category and Data Partitions USRDWS 62
Random Clocking of Web Forms USRDWS 64
require_request_group Not Showing Green USRDWS 65
Menu-Item Problem Using IE6 on XP USRDWS 66
Activity Log Detail Shows Wrong Analyst Name USRDWS 67
Failure to Launch Profile Browser from URL USRDWS 68
Cannot Create Parent or Child Asset USRDWS 69
Published Fixes

Number
Bad Hardware Causes Error in Profile Browser USRDWS 70
Special Characters in Service Type Name USRDWS 72
Slash U in UserID Causing Error USRDWS 73
Assignee Autofill Caused Webengine to Fail USRDWS 74
Support UTF-8 on Windows USRDWS 75
User By Search Results in 2 Panels USRDWS 76
Problem with Activity Menu and Avoid Popup USRDWS 77
Web Service Calls Truncate Attribute Values USRDWS 79
Time Spent Field for Activity Log is Blank USRDWS 80
Stored Query Bad Where Clause USRDWS 81
Error when Adding Child or Parent to Assets USRDWS 83
Problem Adding Attachment or Asset on New USRDWS 84
Plus Sign in Log Comment Description USRDWS 85
Category with Plus Sign Hangs Employee Request USRDWS 86
Wrong File Name in Attachment List USRDWS 87
Problem with Removing Fields from detail_asset USRDWS 88
Sorting or List in Employee View Causes Error USRDWS 89
Report on a Single Record USRDWS 90
CGI Error when Editing Co USRDWS 91
Removing Category Field from detail_iss.htmpl USRDWS 92
Profile Browser Errors on Double Quote Group USRDWS 93
Asset Selection via Profile Browser Does Not Save USRDWS 94
Error Updating Incident Area USRDWS 96
External Authentication with PDA USRDWS 98
Webengine Crashes when It Cannot Find the HTM USRDWS 99
Profile Browser Problem in Change Order USRDWS 106
Notification History Sorting Does Not Work USRDWS 107
Add Assets with Duplicate Names via Web USRDWS 108
Bad Where Clause Error USRDWS 109
AHD04400 Argument Error USRDWS 111
20 Release Notes
Published Fixes

Number
AHD04400 Argument Error USRDWS 112
List All Shows Wrong Result USRDWS 114
Index Out-Of-Bounds USRDWS 117
Mandatory Field Not Green on Issue Detail Page USRDWS 118
Mandatory Fields Not Green USRDWS 119
Scratchpad Template Search Returns Both Active USRDWS 120
Special Characters in Problem from Incident USRDWS 121
Email Link Side-Effect when Using Web Director USRDWS 123
Service Type Displays Inactive by Default USRDWS 124
DST 2007 Changes for US and Timezone Table USRDWS 125
Modified Priority Values Not Showing Correctly USRDWS 127
Domsrvr Memory Growth from Stored Queries USRDWS 133
Font Smaller on Service Contract Detail USRDWS 134
Edit in List Problem for Required Fields USRDWS 136
Manual Notify Default Level USRDWS 138
Hotkeys Change after Refresh USRDWS 140
Cancel Announcement will Hang when Avoid Pop USRDWS 142
Default Level for Manual Notify USRDWS 143
Analysts Name Shows as UUID in Activity Detail USRDWS 144
Error Displaying Asset/CI with UAPM Asset Class USRDWS 145
Assignee and Group Consistency USRDWS 147
Analyst Tooltip Wrong after Transfer/Escalate USRDWS 148
Cannot Attach ServiceType Event USRDWS 149
Problem with Detail Report USRDWS 150
Status Showing as Dropdown in Detail Screens USRDWS 151
Profile Browser Does Not Tolerate Special Characters USRDWS 152
Symbols in Scratchpad USRDWS 154
Preserve Popup Does Not Work USRDWS 155
A New Window for the Attached Event Detail USRDWS 157
Plus Sign Causes Error in the Top Go Button USRDWS 158
Published Fixes

Number
Type Dropdown in Scratchpad USRDWS 161
Stored Query Should Not be Allowed to Attach USRDWS 162
Login Button Unavailable on Pocket IE 5 USRDWS 164
Scoreboard label Text Color USRDWS 167
WebSeal Integration Issue USRDWS 174
Avoid Popup Causes Problem when Creating Site USRDWS 177
Backspace Key Causes No Activity Log USRDWS 178
Delay Time Missing on Service Type USRDWS 184
Unknown Message 260/261/149 On ITIL Employee USRDWS 187
ALT+@ Hotkey Sometimes Does Not Work USRDWS 188
Profile Browser Search Issue USRDWS 190
No Error Displayed on Update Children USRDWS 191
Cannot View Attachments Tab on a New Request USRDWS 192
Request Area Still Shows Up in Employee Interface USRDWS 193
Plus Sign on Subcategories Causes Hang USRDWS 196
Announcements in PDA USRDWS 197
Data Partitions Not Working for Attachments USRDWS 198
WSP Previews Wrong Form for detail_iss_wf.htmpl USRDWS 199
Quick Template Dropdown on Profile Browser USRDWS 202
Transfer Issue Focus USRDWS 203
Detail and Summary Reports Hang USRDWS 204
Priority on Change Order USRDWS 205
Quick No Review Does Review USRDWS 206
WSP Download File Fails with AHDO4663 USRDWS 207
AHD04400: Argument Error USRDWS 208
Web Report Files are Missing USRDWS 209
SEL_DATA_CACHE Error CHGCAT USRDWS 211
AHD03026 Error when Selecting an Asset USRDWS 212
Issue with Template Button USRDWS 213
Performance Problem in IE on Category Selection USRDWS 216
22 Release Notes
Published Fixes

Number
Search of Inactive Categories USRDWS 217
Defaults of Category/Asset Not Shown USRDWS 218
Screen Reader/508 Issues USRDWS 220
Multiple Match USRDWS 221
List All Incidents/Problems Displays LIST_CR USRDWS 222
Security Function Access USRDWS 223
Profile Browser Problem when Using User by Name USRDWS 224
Location Primary_Contact_UUID USRDWS 225
Email Notification URL Redirects to Home Page USRDWS 227
Avoid Popup Causes Problems USRDWS 229
Direct Link Does Not Work if URL is Redirected USRDWS 230
SREL Field Length Always 60 USRDWS 231
Parse Error in Constraint USRDWS 232
Firefox Problem with International Characters USRDWS 233
Error Removing Link Using Web Screen Painter USRDWS 234
Employee Interface Sorting Problem USRDWS 235
Time Spent Field Stores Maximum of 99 Hours USRDWS 237
Incident Priority Default Value USRDWS 238
Hotkeys Change on profile Browser USRDWS 239
Enhancement to Members Tab of Group Records USRDWS 240
Use Template Button USRDWS 241
Web Screen Painter Update Record USRDWS 243
Non-Hier Cat Search with Wildcard Fails USRDWS 244
Misaligned Blue Bars in Request Detail USRDWS 245
Cause Active Field to Become Empty USRDWS 246
Accept Button USRDWS 247
Sorting List Incorrect USRDWS 248
Print Form Problems USRDWS 251
Date of Activity on Transfer USRDWS 254
Spelling Error in Calendar USRDWS 255
Published Fixes

Number
Group Not Change - Request Area USRDWS 260
Quick Close and Templates USRDWS 263
Plus Sign in Model Causes Web Page to Hang USRDWS 264
Generating Unique Proc Names USRDWS 267
Employees Cannot Reopen Request USRDWS 269
Web Director Showing Wrong Form USRDWS 271
Survey Comments Truncated USRDWS 272
Column Sorting Changes Result Set USRDWS 274
Apostrophe in Template Name USRDWS 275
Inactive Not Working USRDWS 277
Request Area Shows Wrong Description USRDWS 279
Configuration Item Search Form is Blank USRDWS 281
Report Hangs USRDWS 282
Unable to Create Incident/Change Order USRDWS 284
Unable to Delete Attachment USRDWS 285
Plus Sign (+) is Unescaped in Activity Log USRDWS 286
Unable to Edit Template Properties USRDWS 287
Duplicate Analyst Names USRDWS 291
Edit menubar_sd.htmpl USRDWS 293
Invalid Where Clause for Co in Employee USRDWS 294
Live Automation in Menu without SupportBridge USRDWS 297
Profile Browser Default to Request USRDWS 298
DP Restriction Not Enforced on Attachment List USRDWS 303
Employee Search for Co USRDWS 305
Incorrect Method Refresh Cache USRDWS 306
Removal of Live Automation Feature USRDWS 307
Problem Browsing Using Mozilla USRDWS 308
Assets with Different Class But Same Name Cannot be USRDWS 309
Attached
Create New Incidents Using "Quick Incident" Button USRDWS 310
24 Release Notes
Published Fixes

Number
IE Popup Minimizing When Scoreboard Reloads USRDWS 312
Insert Task with CO CI USRDWS 314
Issue with Assignee Field USRDWS 316
Unable to Access Service Desk USRDWS 317
Attachment Upload Message USRDWS 318
Minus Icon Missing on Expanded Scoreboard Node USRDWS 319
LOCAL_TIME Field Problem USRDWS 323
Apostrophe in Query Label Error USRDWS 324
Incomplete Group Name Shown USRDWS 329
Edit Hotkey Does Not Work in IE7 USRDWS 330
Internal Flag on Request Detail USRDWS 332
4000 Character Manual Notification Message Body USRDWS 333
Empty Files Get Attached USRDWS 334
Quick Close from Template USRDWS 335
Update Ticket with Hacked URL USRDWS 336
Sort in List All USRDWS 337
Quick Close Using UTF-8 Characters USRDWS 339
\UserID Function Trouble USRDWS 341
Attachment Problem on Employee Customer Web USRDWS 342

Interface
Incident Parent/Child Labels USRDWS 345
ILimit Error on Group Auto Assignment USRDWS 349
CI Search Log Bad Where Clause USRDWS 350
Top Level Scoreboard Node Cannot be Selected USRDWS 351
Assignee and Group Field Becomes Blank USRDWS 352
CI Report Hangs with Outer_Join Error USRDWS 353
PDA Search Request USRDWS 354
Refreshing Profile Browser USRDWS 356
Unable to Search Using Parent USRDWS 360
Use Template Creates Undefined Chg Ref Number USRDWS 362
Published Fixes

Number
SupportBridge Integration USRDWS 363
Print Button on Hard Copy of Reports USRDWS 364
Search Menu Unresponsive USRDWS 365
Change Template Error when Avoid Popup Set USRDWS 367
CALL_BACK_DATE Trigger Timezone Problem USRDWS 368
Related SCOS USRDWS 369
Message on Closing All Children USRDWS 370
Detail Rpt 0 Format Error USRDWS 371
Status Not Changed when Avoid Popup Set USRDWS 375
Stored Query Count Shows ? in Employee Interface USRDWS 376
Displays ID Instead of REF_NUM USRDWS 387
Delayed Event Check Time Displayed Wrongly USRDWS 391
AHD04011 Ambiguous Go Select USRDWS 393
PDA Request Search Not Working USRDWS 394
Edit in List Save and Change All BTNS Disabled USRDWS 395
Notification History Empty after Cumulative Patches USRDWS 396
Edit in List Issue for Required Fields USRDWS 399
Update Status Link Not Working for Issues USRDWS 404
Search Inactive Notifications USRDWS 406
Profile Browser via URL-AHD04494 Error USRDWS 408
Activity Not Showing on Employee Interface USRDWS 409
WF Process "Order PC" Not Run Beyond Step 3 USRDWS 410
XSS Vulnerability in Go Button USRDWS 413
Login Button Does Not Display in Windows Mobile 6 USRDWS 414
Active to Empty Only for Closed after First Cumulative USRDWS 415
Patch
Apostrophe Truncates Text in Notification Title USRDWS 417
Security Not Checked USRDWS 418
Local Attribute Not Returned By GETOBJECT Value USRDWS 419
Stored Query Problem USRDWS 424
26 Release Notes
Published Fixes

Number
Domsrvr Memory Growth when % is Specified in the Go USRDWS 426

Button
Problem with html esc_style of pdm_fnt USRDWS 432
Local Attributes Not Returned By DOSELECT() USRDWS 434
Long Scoreboard Node Names are Wrapping USRDWS 435
Script Error When Copying Existing Request Area USRDWS 437
Change Category Security USRDWS 439
Math Argument Type MisMatch Error with Create from USRDWS 441
Template
Adding Affected End User Causes Request Area Inactive USRDWS 444
Quick Close Ticket from Profile Browser USRDWS 446
Status Changing Using "Edit in List" USRDWS 448
Web Screen Painter Schema Error Related to S_Key USRDWS 450
All Request Areas Returned for Service Contract USRDWS 451
UserID with Trailing Space Causes Wrong Forms USRDWS 452
Error in Generated WSP_Schema USRDWS 453
Unable to View or Edit Group Members USRDWS 455
Context Menu Does Not Work on Hierarchical Items USRDWS 457
Runtime Error on Save USRDWS 461
Known Error Still Appearing USRDWS 469
Attachment Upload Fails USRDWS 472
Access Type Knowledge Tools Document Problem USRDWS 473
Korean Status Change in Edit in List Gives Parse Error USRDWS 475
Contact Having "\X" Causes Run Time Error USRDWS 477
LIST_ALL_CHANGES All Knowledge Doc Names to KT USRDWS 478

Category Name
Scoreboard Count Display Comes Left Side of the Folder USRDWS 479
Icon
Link to Names in Activity Log USRDWS 480
Images Inserted into Knowledge Documents are Not USRDWS 481

Showing
Personalized Response Issue USRDWS 482
Published Fixes

Number
Firefox Back Button USRDWS 484
"<" Character in the detail_evt.htmpl Truncates Macro USRDWS 486

Name
OPT.URL_ETRUST_PASSWORD_RESET Installs Breaks USRDWS 487

sd_menubar.htmpl
pdm_wsp Tab Breaks on Dotted Notation USRDWS 491
Use Templates for Change Order Using Custom URL USRDWS 492
The "@" Character is Getting Replaced with "$" USRDWS 493
Insert Task Button Disappears When Code has Space USRDWS 494
Bad Where Clause at Announcements Search USRDWS 495
Insufficient Privilege to Access this Web Interface USRDWS 498
Unable to Submit Survey in a WebDirector System USRDWS 500
After Cumulative Patch 2 detail_bhvtpl.htmpl Lower Part USRDWS 501

Becomes Blank
Log Solution Activity Does Not Log Update Status for USRDWS 505
Problems
Stored Query with Type != USRDWS 506
Special Characters Problem with Quick Close USRDWS 508
Fields From Template Not Copied on Quick Close USRDWS 509
Lost Focus When Clicked on a Tab of a Knowledge USRDWS 510

Document
After Webengine Crash Unable to Access SD Through USRDWS 513

Tomcat
Employee Cannot Reopen Issue USRDWS 514
Lag on Being Able to Use Tomcat after Webengine Restart USRDWS 516
Activities or Activity Log Entries are Occasionally Lost USRDWS 523
Where Clause in WSP Ignored During Preview USRDWS 524
Priorities Do Not Display Properly in Employee Interface USRDWS 525
Backslash Indication Changes USRDWS 527
Publishing Forms Fails with Timeout Error USRDWS 528
Web Screen Painter Error USRDWS 529
AutoFill Hier Field USRDWS 530
28 Release Notes
Product Name Change

Number
Data Partition for Default Constraint Does Not Work for USRDWS 534
Priority
Passing Remote User to Tomcat USRDWS 535
Viewing Problem Category to Preferred Doc for Employee USRDWS 538
Group and Assignee Do Not Change USRDWS 542
Browser Refresh Displays Wrong Popup Message on Login USRDWS 543

Form
In Profile Browser, Auto Fill of Template Name Fails USRDWS 544
Webengine Hangs when Scoreboard Query has %5C USRDWS 546

Character
Web Screen Painter Schema Error USRDWS 547
Catalina Logs USRDWS 549
Add Lost in Additional Where Clause USRDWS 552
Scoreboard Query of Employee Interface Fails USRDWS 553
Profile Browser Search Problem USRDWS 557
Incident/Problem/Request Wrong Parent/Child USRDWS 558

Relationship
Category Font Size USRDWS 559
Error when Trying to Generate Reports USRDWS 560
Product Name Change

The product names, formerly known as Unicenter Service Desk and Unicenter
Knowledge Tools, have been changed to CA Service Desk and CA Service Desk
Knowledge Tools.
Removed Features
The following features have been removed from the CA Service Desk r12
release.
Installed Analyst Client
The thick or Java client analyst interface has been removed and CA will
continue to focus development efforts on the web interface for all users.
Removed Features
Ingres Database Support
The r12 release of CA Service Desk, CA Service Desk Knowledge Tools,

and CA Service Desk Dashboard r12, does not support Ingres as a
database platform option. Migration documentation for the r11.2 version is
provided to allow customers to move to a supported platform such as
Oracle or Microsoft SQL Server.
MS Access Reports
Microsoft Access pre-defined reports are not provided with CA Service

Desk and CA Service Desk Knowledge Tools r12. CA Business Intelligence
reporting options provide greatly enhanced functionality directly in the web
interface.
BAPI and C APIs
With the maturity of the web services API, the BAPI and C APIs have been
removed.
Note: For information about the Web services API, see the Web Services
User Guide r11 and the Incident and Problem Management Green Book.
Scoreboard Graphs
The new embedded reporting functionality provided by BusinessObjects

Enterprise substantially improves reporting capabilities in the web
interface and has become the preferred method for generating graphical
ad-hoc reports.
MS Windows 2000 and MS SQL Server 2000 Support
In June 2005, Microsoft ended support for Windows 2000 and is now only
offering extended support. Similarly, in April 2008 Microsoft ended support
for SQL Server 2000 and is now only offering extended support.
Organizations that plan to migrate to CA Service Desk r12 should look at
other supported server and database platforms.
Classic Security in web.cfg

With improvements to security and authentication, the classic security
option in web.cfg that allows users to login with just a userid has been
removed. This action was announced as deprecated in version 5.6 and
better options now exist within Access Types.
CA Forest & Trees Technology
With the move to web-based architecture and a browser-based interface,

Forest and Trees is no longer included with Dashboard technology in CA
Service Desk r12.
See also
CA Business Intelligence (see page 34)
30 Release Notes
Deprecated Features
Deprecated Features
The following features have been deprecated from the CA Service Desk r12
release:
Change Impact Analyzer
The Change Impact Analyzer is fully supported in this release. However,

support will be removed in a future release. All of the documented
components and features that are described and listed in the
Implementation Guide will be deprecated, including the following:
■ The import of business process views from CA NSM WorldView
■ The export of configuration items to CA NSM WorldView
■ CA NSM repository configuration
■ Mapping Change Impact Analyzer relationship classes to CA NSM

managed object classes
■ Status synchronization
■ Associated utilities such as pdm_nsmimp.exe and

pdm_nsmsync.exe
The Change Impact Analyzer functionality can also be achieved using

Management Database and related products such as the CA Service
Availability Managed Assistant (SAMA).
Renamed Reports
The following table lists the version r11.2 reports that have been renamed in
CA Service Desk Knowledge Tools r12:
Unicenter Knowledge Tools CA Service Desk Knowledge Tools

report name in version r11.2 report name in version r12
Documents Solving Issues/Request Documents Solving Issues Detail

Detail
Documents Solving Requests Detail
Documents Solving Issues/Requests Documents Solving Issues
Documents Solving Requests
Documents by Status Detail Documents by Status
Documents Solving Issues/Requests Documents Solving Issues by Contact

by Contact
Documents Solving Requests by
Contact
Renamed Reports
Unicenter Knowledge Tools CA Service Desk Knowledge Tools

report name in version r11.2 report name in version r12
Documents Solving Issues/Requests Documents Solving Issues by Contact

by Contact Detail Detail
Documents Solving Requests by

Contact Detail
Issues Not Resolved Issues Closed Without Knowledge
Requests Closed Without Knowledge
32 Release Notes
Chapter 2: New CA Service Desk
Features and Enhancements
Role-Based User Interface (see page 33)

Multi-Tenancy (see page 34)
Key Performance Indicators (see page 36)
Change Order Schedules (see page 36)
Expanded Workflow Features (see page 37)
LDAP Bulk Load Utility (see page 37)
New Installation Program (see page 37)
Area and Category Property Enhancements (see page 38)
Time Zone Management (see page 38)
ITIL Compliance Improvements (see page 39)
IPv6 Support (see page 39)
Enhanced Federal Requirements Regulations (see page 39)
Notification Enhancements (see page 39)
Web Screen Painter Enhancements (see page 40)
Role-Based User Interface

The CA Service Desk user interface now provides role-based views of the
product functionality. Each user with access to the system is assigned a role,
based on their duties within the support process.
The role-based user interface not only improves navigation and usability,
allowing users to focus on their key tasks, it also enhances security and helps
simplify segregation of duties.
Predefined roles are installed with the product, configured to provide the
targeted access rights and views required by administrators, managers,
analysts, employees and customers. You can use them as installed, modify
them to meet your needs, and create new role definitions as the need arises in
Security and Role Management.
Note: Each predefined role has a corresponding help set, which provides
online help content tailored to the role's needs.

Multi-Tenancy
Multi-Tenancy
Multi-tenancy is a new feature in CA Service Desk r12 that provides the ability
for multiple independent tenants to share a single implementation of CA
Service Desk. With multi-tenancy, tenants cannot see or update each other's
data. Each tenant views the CA Service Desk implementation as solely for its
own use.
This feature lets you share hardware and application support resources, vastly
reducing the cost of both, while gaining most of the benefits of an independent
implementation.
Note: For information about setting up Multi-tenancy for your organization,

see the Administration Guide.
CA Business Intelligence
CA Business Intelligence is a new server-based reporting solution that enables
the creation, management, and delivery of both interactive, web-based reports
and build-your-own, ad hoc reports. This reporting solution supports a variety
of common data sources, such as SQL Server, Oracle, Open Database
Connectivity (ODBC), as well as multiple output formats, such as familiar Web
browsers and Microsoft applications.
CA Business Intelligence uses the BusinessObjects Enterprise as the default

reporting system. Predefined CA Service Desk and CA Service Desk Knowledge
Tools reports are viewed using InfoView and Web Intelligence (WebI). WebI is
a reporting tool built into the BusinessObjects Enterprise.
Note: Although Crystal reports are delivered as the primary component of CA

Business Intelligence, the Crystal Reports XI software is not delivered with CA
Service Desk. Crystal Reports XI is a separately licensed product that can be
purchased from BusinessObjects, and used in conjunction with CA Business
Intelligence. Microsoft Access pre-defined reports are no longer developed or
provided with CA Service Desk.
CA Business Intelligence integrated with BusinessObjects Enterprise supports

the following reporting scenarios:
Role-based reporting
From the CA Service Desk Reports tab, authorized users can view reports
defined for their role, then click the InfoView button to manage their
personal reports in BusinessObjects InfoView. CA Service Desk uses the
InfoView interface to collect, organize, and present information in report
formats. In InfoView, predefined reports are grouped in public folders.
34 Release Notes
CA Business Intelligence
Web-based reporting
Web-based reports are predefined reports in CA Service Desk and CA

Service Desk Knowledge Tools. They are developed with either
BusinessObjects WebI or Crystal Reports. The reports are accessed in
InfoView and can be used as models for defining site-specific reports.
Ad hoc reporting
Ad hoc reports are created and administered from InfoView using a WebI
plugin-based interface. You can store and manage reports in a personal
workspace (My Folders). Ad hoc reporting is intended for users who want
to create basic reports easily without writing queries. WebI uses
predefined report models and templates that manage data connections,
querying, and data relationships, so you need only drag and drop data
fields onto a template to create tabular or matrix reports.
With ad hoc reporting, you can perform the following tasks:
■ Publish reports to a secure central repository that is available to all CA

Service Desk users.
■ Save reports for reuse or distribute them to other users.
■ Drill down into the report.
■ Use a thin client to accomplish the following:
■ Web authoring for ad hoc queries
■ Web-based report deployment
Note: For installation and configuration information, see the CA Business

Intelligence Installation Guide and the Implementation Guide.
See also
Administering Reports (see page 35)

CA Business Intelligence Supported Operating Systems (see page 65)
Administering Reports
The two primary components of BusinessObjects Enterprise used in

administering, monitoring, and configuring the reporting environment are as
follows:
InfoView
A web interface that lets you interact with reports by viewing, running, and
scheduling report types including, but not limited to, Web Intelligence
(WebI). WebI reports are created and administered from InfoView using a
WebI plugin-based interface.

Key Performance Indicators
Central Management Console (CMC)
The main administrative facility for BusinessObjects. It provides access to

all BusinessObjects administration functions. Using the CMC, you can
deploy reports and configure security.
Note: For more information about these reporting components, see the
Administration Guide.
Key Performance Indicators

The CA Service Desk r12 interface now provides Key Performance Indicators
(KPIs) that you can include in web-based reports.
KPIs are metrics you can use to identify areas of your service management
environment that may require administrative attention or configuration tuning.
The data produced by KPIs is stored in the CA Service Desk database and is
available for producing web-based reports.
In addition to defining KPI queries, you can configure the KPI features to
retrieve CA Service Desk ticket data whenever a ticket is opened, closed, or
certain fields are modified.
By defining and monitoring a well planned set of KPIs, you can measure
progress toward your organization's performance-related goals, and gather
valuable data for driving strategic decisions about your IT environment.
Change Order Schedules

Change Order Schedules is a new feature in CA Service Desk r12 that allows
you to specify the ITIL change type such as Emergency or Standard, as well as
provide a start date and duration to your change orders.
The scheduling feature provides analysts, managers and administrators the

ability to view a visual representation of the change schedule within CA
Service Desk and CA Service Desk Knowledge Tools as change orders,
resources and knowledge documents.
Note: For information on setting up the change order schedule, see the
36 Release Notes
Expanded Workflow Features
Expanded Workflow Features

In CA Service Desk r12, automated workflow functionality has been expanded
to include all ticket types (Requests, Incidents, Problems, Change Orders, and
Issues).
In previous releases, only Change Orders and Issues supported automated

workflow. These ticket types continue to support both CA Workflow and the
internal CA Service Desk "classic workflow" functionality.
LDAP Bulk Load Utility

CA Service Desk support for Lightweight Directory Access Protocol (LDAP) has
been expanded to provide bulk load importing of LDAP user records,
regardless of whether a matching CA Service Desk Contact record already
exists.
Another enhancement pertains to how the CA Service Desk LDAP

implementation performs authentication. The previous implementation used an
unencrypted authentication method. With CA Service Desk r12, you can install
a new option that enables an encrypted form of authentication based on
Transport Layer Security (TLS).
New Installation Program

The CA Service Desk r12 installer includes the following enhancements:
■ Cross-platform support (Windows, UNIX, Linux)
■ Tabbed user interface installer, with tabs for Overview, Documentation,
Product Installations, and Support
■ Simplified installation wizard pages

Area and Category Property Enhancements
The following applications can be installed through this interface:

■ CA Service Desk
■ CA Management Database
■ Web Screen Painter
■ CA Embedded Entitlements Manager
■ CA Workflow
■ CA Business Intelligence
■ CA Network and Systems Management Integration
■ FAST Enterprise Search Platform (ESP)
Note: Web Screen Painter and CA Network and System Management

Integration are not available with the Beta release of CA Service Desk r12.
Area and Category Property Enhancements

In CA Service Desk r12, you can assign property templates to CA Service Desk
change categories, issue categories, and request areas in order to customize
the information tracked with each ticket. Prior to this release, property
templates supported only a text entry box for entering custom property
values. The text that users entered could not be validated. With this release,
two mechanisms are available for validating property value entries.
Administrators can define the validation type for a custom property as a check
box or drop-down list. For the drop-down list type of validation, the
administrator defines the list of valid options.
Time Zone Management

In CA Service Desk r12, you can set up specific time zones for servers, service
types, contacts, and locations in your CA Service Desk system.
Time zone settings allow you to set up local service types that apply to a
specific time zone and global service types that apply across the entire
enterprise. It also eliminates the need for the administrator to know the time
zone of a server and manually adjust the work shift times to fit different time
zones.
38 Release Notes
ITIL Compliance Improvements
ITIL Compliance Improvements

CA Service Desk r12 contains the following ITIL compliance improvements:
■ Separate interface configurations are available for customers, guests and
employees.
■ ITIL configurations are default in new installations of CA Service Desk. In

an ITIL configuration, you can create requests, change orders, issues,
incidents and problems.
■ Activity Log Security is available for the following ticket types: requests,
change orders, issues, incidents and problems. This option allows you to
track changes on all ticket types.
■ In previous releases of CA Service Desk, the personal digital assistant

(PDA) interface only supported requests, change orders and issues. The
r12 PDA interface supports ITIL terminology for all ticket types.
IPv6 Support
CA Service Desk r12 provides support for Internet Protocol Version 6 (IPv6).
The TCP IP Protocol option value specified during the server configuration is
controlled through the NX.env file that resides in the NX_Root directory.
Note: For information on how to change the TCP IP Protocol value, see the
Enhanced Federal Requirements Regulations

CA Service Desk r12 uses a FIPS 140-2 compliant encryption method to meet
US Federal Government standards for data encryption. If you require FIPS
140-2 compliance in your environment, you can enable Base 64 encryption for
your database passwords.
Notification Enhancements
CA Service Desk r12 contains the following notification enhancements:
Notification Rules
You can define new notification rules for requests, incidents, problems,
change orders, and issues. With notification rules, you can specify who is
automatically notified, and under which circumstances. You can also define
a message that identifies the ticket activity or event that has occurred.

Web Screen Painter Enhancements
Configuration Item Notifications
When you define a notification rule for an activity notification, you can
include contacts assigned to manage configuration items when setting up
notifications.
Previous Assignee Notifications
When you define an activity notification, you can specify values in the
notification rule that will notify the previous assignee or group, and much
more, when an event activity occurs.
Note: For more information about notification rules, see the Administration
Guide.
Web Screen Painter Enhancements

CA Service Desk r12 contains the following enhancements for Web Screen
Painter:
Menu Designer
You can add a toolbar icon and tooltip information to menus.
Note: For information about the Menu Designer, see the Web Screen
Painter Help.
Role-Based User Interface
You can create multi-frame templates for different roles.
Note: For information about multi-frame templates, see the

Implementation Guide.
Multi-Tenancy
You can add tenant-specific information to a form on the Table Info tab of
Web Screen Painter.
A Service Provider Eligible option has been added to the Web Screen
Painter Schema Designer, which can be used in forms maintained and not
maintained by Web Screen Painter.
Activity Log Security
$NX_ACTIVITY_LOG_SECURITY has been added to various attributes.
Note: For information about activity log security, see the Administration
Guide.
40 Release Notes
Chapter 3: New CA Service Desk
Knowledge Tools Features and
Enhancements
New Feature Requirements (see page 41)

FAST ESP Search Engine (see page 41)
Search Enhancements (see page 43)
Knowledge Center Support (see page 44)
Knowledge Lifecycle Schedule (see page 44)
CA Service Desk Scoreboard Query Enhancements (see page 44)
Editing Enhancements (see page 45)
Forums (see page 46)
Knowledge Report Card Enhancements (see page 46)
Recommended Documents (see page 46)
Export and Import Feature (see page 47)
Reports and Metrics (see page 47)
New Feature Requirements

To use the new features presented in this section, you must have a full CA
Service Desk Knowledge Tools license. You must also install and configure the
new FAST ESP search engine, which provides search capabilities for new
features and support for Multi-Byte Character Set (MBCS) languages.
If not licensed, CA Service Desk Knowledge Tools will be limited to the default
search engine and its basic Keyword Search functionality.
Note: For information on managing Keyword Search, see the Administration

Guide. For information on installing and configuring the FAST ESP search
engine, see the Implementation Guide.
FAST ESP Search Engine

FAST ESP Search is a new optional search engine in CA Service Desk
Knowledge Tools r12 that allows analysts and knowledge managers to search
in the following knowledge sources:
■ Knowledge documents with multiple attachments.
■ Analyst forums.
Chapter 3: New CA Service Desk Knowledge Tools Features and Enhancements 41

FAST ESP Search Engine
■ Knowledge files (.pdf, .zip, .xls, .exe, .html, .img, .msg, .ppt, .rtf, .txt,
.avi, .doc, and .xml).
■ Free text content (unstructured knowledge) related to a problem or

resolution.
■ Service desk issues, incidents, and problems.
■ Web sites or file systems. The search engine will catalog and index the
content contained in external repositories.
In addition, administrators can create recommended documents that

employees and customers can find when they specify criteria about an item of
interest.
Considerations
■ When you log into FAST ESP for the first time, you must use the user
name "admin" with no password. After this initial login, you can change
the default user to what you specified in the FAST ESP installation
(SDKTfast). For more information about the initial FAST ESP login, see the
FAST ESP Home Guide.
■ A full CA Service Desk Knowledge Tools license is required to use the FAST
ESP search engine.
■ The FAST ESP documentation covers several install scenarios, but CA

Service Desk only supports FAST ESP integration when it is installed from
the CA Service Desk installation media.
■ When integrating with CA Service Desk, you must install Option Manager
options on the Primary server webengine, as options set using a
Secondary server webengine will not install properly.
■ The FAST ESP LinguisticsStudio provides synonym support on Windows

and Linux. Before installing the FAST ESP LinguisticsStudio utility, you
must install Sun's JDK6 and Eclipse's Platform SDK files. FAST ESP does
not distribute licenses of these products. When you download the required
software from the other vendors, you must agree to their specific licensing
and terms of use.
Note: For information on the FAST ESP installation prerequisites, such as

supported hardware and OS platforms, as well as installing and configuring
FAST ESP, see the FAST ESP Installation Guide.
See also
Increase the Search Capabilities (see page 43)

Support for Multi-Byte Character Set Search (see page 43)
42 Release Notes
Search Enhancements
Increase the Search Capabilities
When you install the FAST ESP search engine in CA Service Desk to improve
your knowledge searches, the default license agreement for the search engine
specifies the following search limitations:
■ Two searches a second
■ Two million indexed objects
If you need to increase the default search capabilities specified by your license
agreement, contact FAST and purchase additional licenses at
CAKnowledgeT@fastsearch.com.
Support for Multi-Byte Character Set Search
The search feature in previous versions of CA Service Desk did not perform
language-specific linguistic parsing of Multi-Byte Character Set (MBCS)
languages.
The FAST ESP search engine provides support for MBCS.
Search Enhancements
CA Service Desk Knowledge Tools r12 contains the following search
enhancements:
■ To avoid creating duplicate information, the Find Similar tab has been
added to the Document Editor. Use this tab to search for related
documents or service desk tickets that may contain knowledge solutions.
■ Search related to incident inquiries has been improved.
■ To encourage self-service, many new search options have been added to

the customer, employee, and analyst interfaces. For example, in the
analyst interface, the "Did you mean?" link has been added to Spell
Checker. In the customer interface, the "More about your search" link has
been added to the Knowledge Document Search page.
■ For security and role management, you can define the stage by which
users can view and search for documents during their lifecycle. These
stages include Draft, Retired, and Published documents.

Knowledge Center Support
Knowledge Center Support

Knowledge Center Support for CA Service Desk Knowledge Tools r12 include
the following enhancements:
Automated Policies
Administrators can automate certain tasks in the knowledge document

approval process based on the document lifecycle policies and actions they
define.
Document Visibility
Administrators can define how users search for knowledge documents in

various stages of their lifecycle.
Flag and Fix
Authorized users can identify content that should be fixed and notify the
appropriate document owners.
Knowledge Lifecycle Schedule

The Knowledge Management Schedule shows only specific dates, instead of
showing start and end times, like the Change Order Schedule. For more
information, see Change Order Schedules (see page 36).
You can schedule the following events for a Knowledge Document:

■ Submission
■ Publication
■ Review
■ Expiration
Note: For information about the knowledge management schedule, see the
Knowledge Tools Administration Guide.
CA Service Desk Scoreboard Query Enhancements

The Knowledge Documents node on the CA Service Desk Scoreboard contains
new scoreboard query items that allow users to find documents and follow-up
comments that are assigned to them. This node is the central repository for
documents in all statues including saved and assigned draft and rework-draft
documents.
The analyst role can view new scoreboard items that will help them manage
their follow-up comments.
44 Release Notes
Editing Enhancements
The administrator role can view new scoreboard items that will help them
monitor unindexed documents, unassigned documents, and automated
policies.
Editing Enhancements
CA Service Desk Knowledge Tools r12 contains the following key editing
enhancements:
Action Content
Administrators can create "action content" (a live URL) that can be

inserted into the Resolution field of a knowledge document that, when
clicked by the end user, creates a new incident, or performs some other
action. Using action content, a substantial degree of definition and
classification can be achieved without the user even realizing it.
Fix Broken Links
Administrators can run a document lifecycle report from the Automated

Policies node on the CA Service Desk scoreboard to view broken links
found in documents. They can drill down into each document and decide
whether to fix the problem or assign it to an analyst for follow-up. The
analyst can open the document and use Find/Replace to locate broken
links.
Document Versioning
An analyst with editing privileges can create a rework-draft version of a

published document while the document is online and available for
searches. A rework version starts as a copy of the document that is
replaced in the knowledge base after it is verified and republished. The
need to unpublish the document first is avoided.
In addition, an analyst with editing privileges can save draft versions,

rollback to a previous version, and track versions that are saved, deleted,
and archived on the Versions tab.
Image Security
Administrators can manage the image library by setting user permissions

to the image or the image directory. After the image is inserted into a
document all users with permission to open the document can view the
image.

Forums
Forums
In CA Service Desk Knowledge Tools r12, forums is a new feature that allows
you to communicate about existing support issues with other groups. Using
forums allow documents to be globally shared or shared among predefined
groups that work together in knowledge-sharing and brainstorming over
existing challenges.
Forums broaden the scope of knowledge contributions by allowing discussion

on general questions, usability tips, and so on.
Knowledge Report Card Enhancements

CA Service Desk Knowledge Tools r12 contains the following Knowledge Report
Card enhancements:
■ Users and groups are compared based on the content they create in
Knowledge Management.
■ Metrics reporting has been improved so analysts can quickly understand

and interpret their results.
■ For quality management, automated email notifications are sent to alert

the analyst or manager when requests, incidents, problems, change
orders, and issues are closed and when search results are not returned. In
addition, content with low ratings or poor survey results are returned in
the Report Card results.
Recommended Documents
In CA Service Desk Knowledge Tools r12, employees and customers can
specify criteria about an item of interest and the search engine will find the
matching knowledge documents and display them on the search results page
as a set of "recommended document" links. The search query can be
expressed as a keyword or set of words (phrase) that identify the desired
concept that one or more documents may contain.
In Knowledge Administration, administrators can create recommended

documents that users can find when they specify criteria about an item of
interest.
46 Release Notes
Export and Import Feature
Export and Import Feature

The Knowledge Export/Import Tool (KEIT) is a tool for migration and
synchronization of data between different CA Service Desk Knowledge Tools
systems and will enable export and import of Knowledge Documents.
You can create KEIT templates to define an export and import transaction.
Note: The Knowledge Export/Import Tool replaces the pdm_kit utility used in
previous releases to import knowledge from third party vendors or user-
defined formats. For more information on setting up the Export and Import
feature, see the CA Service Desk Knowledge Tools Administration Guide.
Reports and Metrics

CA Business Intelligence installs a set of predefined reports for CA Service
Desk Knowledge Tools. These reports are automatically deployed to the CA
Business Intelligence reporting server after installation.
Note: For information on managing these reports, see the Administration

Guide.
See also

Chapter 4: Documentation
What You Need to Know About the Documentation (see page 49)
Documentation Changes (see page 51)
Role-Based Online Help (see page 52)
Release Numbers on Documentation (see page 54)
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. For more information, see Role-Based Online Help (see
page 52).
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
What You Need to Know About the Documentation
Documentation PDF Filenames
The filenames for the PDF guides are as follows:
Guide Name File Name
Administration Guide ServiceDesk_Admin_ENU.pdf
CA Management Database Overview MDB_Overview_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 CA_BusinessIntelligence_Install_ENU

Guide .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.
50 Release Notes
Documentation Changes
Documentation Changes
The CA Service Desk r12 documentation has been reorganized to help you
easily find the information you need. The number of PDF guides has been
reduced, giving you fewer places to look for information.
The following table lists the guides provided with CA Service Desk r11.2 and
CA Service Desk r12:
Version r11.2 Guides Version r12 Guides
Administrator Guide Administrator Guide
Implementation Guide Implementation Guide
ITIL User Guide Knowledge Tools Administration Guide
Knowledge Tools Administration Management Database Overview

Guide
Technical Reference Guide
Modification Guide
Business Intelligence Guide
Management Database
Release Notes
Overview Guide
Web Services User Guide
Release Impact Guide
Readme
Content Changes
The following table lists the content changes with CA Service Desk r12:
Version r11.2 Guides Documentation Changes for r12
ITIL User Guide ITIL is now the default setup for CA Service
Desk. Content has been dispersed across the
documentation set.
Web Services User Guide Content has been dispersed into the following
guides:
■ Implementation Guide, Chapter 7: Managing

Web Services
■ Technical Reference Guide, Chapter 7: Web

Services Methods
Role-Based Online Help
Version r11.2 Guides Documentation Changes for r12
Modification Guide There is a new Technical Reference Guide that

contains database tables, columns, objects,
attributes, and schema descriptions. It consists
of content previously included in the Modification
Guide, Administrator Guide, Web Services Guide,
and Release Impact Guide.
Release Impact Guide Content has been dispersed into the Release
Notes and Technical Reference Guide.

The CA Service Desk user interface now provides role-based online help. Each
predefined user interface role has a corresponding help set. Help sets are
collections of online help topics that provide documentation for the
functionality that is accessible to a particular role.
Administrators can customize the predefined help sets and create new help
sets by selecting content from the list of available topics.
CA Service Desk provides the following predefined roles and their

corresponding help sets:
Administrator
Has full CA Service Desk and Knowledge Tools administrator access to all
functionality in the product.
Change Manager
Responsible for the CA Service Desk change management process, but not
typically focused on managing the analysts who work on change order
tickets.
Customer
Has the external access required to perform basic self-service tasks such
as opening and tracking tickets.
Customer Service Manager
Responsible for managing Customer Service Representatives and the

external support process.
Customer Service Representative
Responsible for supporting users external to the organization, most often

customers.
52 Release Notes
Employee
Has the external access required to perform basic self-service tasks such
as opening and tracking tickets.
Incident Manager (ITIL only)
Responsible for monitoring the ITIL incident management process, but not
typically focused on managing the analysts who work on incident tickets.
Knowledge Management Administrator
Responsible for configuring and monitoring the knowledge management

process.
Knowledge Manager
Responsible for knowledge document reassignments and escalations, and

managing day-to-day administrative aspects of the knowledge
management process.
Knowledge Analyst
Responsible for one or more steps within the knowledge management

process.
Level 1 Analyst
Responsible for the first line of support within the internal organization
that aligns with the ITIL process.
Level 2 Analyst
Responsible for second-line support. This is typically a subject matter

expert that focuses only on a certain areas of incidents/problems.
Problem Manager (ITIL only)
Responsible for monitoring the ITIL problem management process, but not
typically focused on managing the analysts who work on problem tickets.
Service Desk Administrator
Responsible for managing the data and processes related to the CA

Service Desk application.
Service Desk Manager
Manages people who work on CA Service Desk. This user typically

manages Level 1 Analysts and handles escalations.
System Administrator
Responsible for such tasks as implementing, configuring and adapting the

CA Service Desk application.
Tenant Administrator
Administers the CA Service Desk components specific to their tenancy.
Release Numbers on Documentation
Vendor Analyst
Responsible for external vendor or service provider tasks. This is often a

hardware vendor who is assigned requests or incidents specific to their
hardware.
Release Numbers on Documentation

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. 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.
54 Release Notes
Chapter 5: System Information
Operating Systems (see page 55)

Client Platforms (see page 60)
Web Browsers (see page 61)
Database Management Systems (see page 62)
System Requirements (see page 63)
FAST ESP Hardware Requirements (see page 64)
CA Business Intelligence Supported Operating Systems (see page 65)
Operating Systems
The following tables list all operating systems that are supported by CA
Service Desk r12. CA supports each operating system for the duration of its
life cycle (as determined by its manufacturer) or until CA announces that we
no longer support it.
For CA Service Desk r12, consider the following:

■ CA Business Intelligence installation is limited to Windows platforms. You
can, however, integrate CA Business Intelligence with CA Service Desk on
all supported platforms.
■ Fast ESP installation is limited to Windows and Linux platforms. You can,
however, integrate CA Service Desk Knowledge Tools with FAST ESP on all
supported platforms.
Note: For more information on integrating products with CA Service Desk

and CA Service Desk Knowledge Tools, see the Implementation Guide.
■ CA Service Desk requires 8.3 File Name Creation.
Note: For detailed information on configuring File Name Creation and the
disable8dot3 registry entry, see your operating system's Online Help and
support documentation.

Operating Systems
HP-UX Operating Systems
CA Service Desk r12 supports the following HP-UX operating systems:
Release Version CA Service Knowledge CA Business CA Embedded CA

Desk and Tools and Intelligence Entitlements Workflow
Knowledge FAST ESP and Business Manager (CA 1.1.5 SP4
Tools r12 Search Engine Objects EEM)
Enterprise XI
11.31 PA-RISC Yes No No No Yes

(64-bit)
11.23 PA-RISC Yes No No No Yes

(64-bit)
Note: For CA Service Desk r12, consider the following:
■ Although we do not support installing FAST ESP on HP-UX, you can

integrate CA Service Desk Knowledge Tools with FAST ESP.
■ Although we do not support installing CA Business Intelligence on HP-

UX, you can integrate CA Service Desk with CA Business Intelligence.
■ CA Workflow 1.1.5 SP4 server installation is supported on HP-UX;

however, you must install the CA Workflow IDE client on Windows and
Linux platforms.
For more information on integrating products with CA Service Desk and CA

Service Desk Knowledge Tools, see the Implementation Guide.
IBM AIX Operation Systems
CA Service Desk r12 supports the following IBM AIX operating systems:

Enterprise XI
6.1 (64-bit) Yes No No No No
5.2 (64-bit) Yes No No Yes Yes
5.3 (64-bit) Yes No No Yes Yes
56 Release Notes
Operating Systems
■ Although we do not support installing FAST ESP on AIX, you can

■ Although we do not support installing CA Business Intelligence on AIX,

you can integrate CA Service Desk with CA Business Intelligence.
■ CA Workflow 1.1.5 SP4 server installation is supported on AIX;

Linux platforms.

Microsoft Windows Operating Systems
CA Service Desk r12 supports the following Microsoft Windows operating

systems:

Tools r12 Search Objects EEM)
Engine Enterprise XI
Windows (32-bit) Yes No No No Yes

Server
2008
Windows (64-bit) Yes No No No Yes

2008
Windows R2 (32- Yes Yes Yes Yes Yes

Server bit)
2003
Windows R2 (64- Yes Yes Yes No Yes

Server bit)
2003
Windows SP2 Yes Yes Yes Yes Yes

2003 (32-bit)
Windows SP2 Yes Yes Yes No Yes

2003 (64-bit)

Operating Systems
■ Although we do not support FAST ESP on Windows 2008, you can

■ Although we do not support CA Business Intelligence on Windows

2008, you can integrate CA Service Desk with CA Business
Intelligence.

Redhat Enterprise Linux Operating Systems
CA Service Desk r12 supports the following Redhat Enterprise Linux operating
systems:

Enterprise XI
3.0 x86 Yes Yes No Yes No

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

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

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

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

(64-bit)
■ Although we do not support installing FAST ESP on Redhat Linux 5.0,

you can integrate CA Service Desk Knowledge Tools with FAST ESP.
■ Although we do not support installing CA Business Intelligence on

Redhat Linux, you can integrate CA Service Desk with CA Business
Intelligence.

58 Release Notes
Operating Systems
SuSe Linux (SLES) Operating Systems
CA Service Desk r12 supports the following SuSe Linux operating systems:

Enterprise XI
9 x86 (32- Yes Yes No No Yes

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

bit)
10 SP1 x86 Yes Yes No No Yes

(32-bit)
10 SP1 x86 Yes Yes No No Yes

(64-bit)
Note: Although we do not support CA Business Intelligence on SuSe Linux,

you can integrate CA Service Desk with CA Business Intelligence. For more
information on integrating products with CA Service Desk and CA Service Desk
Knowledge Tools, see the Implementation Guide.
Sun Solaris Operating Systems
CA Service Desk r12 supports the following Sun Solaris operating systems:

Enterprise XI
9 SPARC Yes No No Yes Yes

(64-bit)
10 SPARC Yes No No Yes Yes

(64-bit)

Client Platforms
■ Although we do not support installing FAST ESP on Solaris, you can

■ Although we do not support installing CA Business Intelligence on

Solaris, you can integrate CA Service Desk with CA Business
Intelligence.
■ CA Workflow 1.1.5 SP4 server installation is supported on Solaris;

Linux platforms.

VMware Operating Systems
CA Service Desk r12 supports the following VMware operating systems:

Enterprise XI
ESX 3 Special Case Special Case Special Case No Special

Server Case
Client Platforms
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
60 Release Notes
Web Browsers
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
The following tables list all web browsers that are supported by CA Service
Desk r12. CA supports each web browser for the duration of its life cycle (as
determined by its manufacturer) or until CA announces that we no longer
support it.
Firefox
OS Platform 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 platform is Firefox 2 with Java
Virtual Machine (Java Runtime) 1.5.0_xx and
1.6.0_02+ to access InfoView.
Microsoft Internet Explorer
OS Platform Release
Microsoft Windows Internet Explorer 6 SP1, SP2
Internet Explorer 7

Database Management Systems
Safari
OS Platform Release
Microsoft Windows 3.0 (self-service interface only)
Mac 3.0 (self-service interface only)
Note: On older browsers, an addition blank window may appear when viewing
attachments, and you will have to close this window manually.
Database Management Systems

The following tables list the database management systems that are supported
by CA Service Desk r12.
Note: The CA Service Desk r12 installation media does not contain an
embedded version of Ingres to install. This database is no longer supported.
Microsoft SQL Server
OS Platform DBMS Release
Microsoft Windows (32-bit, 64-bit) 2005 SP2
Microsoft Windows (32-bit, 64-bit) 2008
Oracle
OS Platform DBMS Release
All (32-bit, 64-bit) 10gr2 and 11g
Note: Oracle does not support case insensitive indexes for asset registration.
62 Release Notes
System Requirements
System Requirements
The following requirements must be met or exceeded for CA Service Desk r12
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 CPU Single Processor 2.0 GHz minimum.
Service Desk in a test
environment.
RAM 2 GB minimum.
Disk Space 4 GB minimum will increase over

time to accommodate database
growth.
Medium - The Service CPU Dual Processor 2.0 GHz.

Desk default. The
recommended setting for
most Service Desk
installations.
RAM 2 GB minimum, 4 GB preferred.

growth.
Large - Used for large CPU Quad Processor 2.0 GHz.

Service Desk
installations.
RAM 4 GB minimum.

growth.

FAST ESP Hardware Requirements
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.
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 ■ SATA: 7.2K RPM RAID 4 (Small
Computer) 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, as well as configuration procedures, see the FAST ESP
Installation Guide, included on the installation media in the following folder:
\CA_tps.nt\FastESP\Doc\en-US.
64 Release Notes
CA Business Intelligence Supported Operating Systems

The following information lists the installation requirements for CA Business
Intelligence. Following this information are those operating systems supported
by Business Objects.
CA Business Intelligence System Requirements
Component Requirement
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 BusinessObjects Enterprise requires a database to

Enterprise 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

Business Objects Supported Operating Systems
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 Platform-Specific Requirements
This guide contains the general system requirements that are needed to install
CA Business Intelligence. However, additional detailed 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 platform's requirements to ensure a
successful installation of CA Business Intelligence.
66 Release Notes
Chapter 6: Known Issues
Comma Not Supported in Name Fields (see page 68)

Error Adding Scoreboard to Multi-frame Form (see page 68)
Oaserver Fails to Start if CA Service Desk and FAST ESP Installed on Same
Server (see page 69)
FAST ESP Installation Fails to Execute Windows.dst (see page 70)
Help Set Redefinition Error (see page 71)
pdm_configure Hangs if gcc Not Set in PATH (see page 72)
Values in Money Fields Truncated at Decimal Point (see page 72)
Launching CA Workflow IDE on Linux as User Other than Root Sets Incorrect
URL (see page 73)
Installer Fails when Upgrading CA EEM from 8.1 to 8.3 (see page 73)
CA EEM 8.3 Fails to Create Privileged User Account when CA Workflow is
Installed on Unix (see page 74)
Configuration Item Reconciliation Attributes are Not Tenant Aware (see page
75)
Printed Knowledge Documents Contain Large Spaces after Migration (see page
75)
Searching for Document that has Multiple White Spaces in the Title Could
Cause Failure (see page 76)
Firefox Limitations in CA Service Desk Knowledge Tools (see page 76)
Upgrade Process Fails if UTF-8 Locale Not Installed (see page 77)
Automatic Login to InfoView Fails (see page 77)
Central Management Server (CMS) Not Starting (see page 78)
Admin or InfoView Pages Do Not Display Properly After Installation (see page
78)
SLA Violation Report Incorrectly Returns Data for "Previous 3 Months" Instead
of "This Month" (see page 79)
Supported Characters in Installation Path (see page 79)
Log File Location (see page 80)
Unable to Switch Databases on Upgraded System (see page 80)
Warning Messages Appear when Generating Stub Classes with AXIS Tool
WSDL2JAVA (see page 81)
WebI Reports Do Not Display on the Reports Tab with Firefox (see page 81)
Problem Uninstalling FAST on Linux Systems (see page 82)
Case Sensitivity Issue Occurs with Oracle 11g (see page 82)

Comma Not Supported in Name Fields
Comma Not Supported in Name Fields

Valid on all platforms
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 will cause 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 multi-frame form generates an error.
Error: window.parent.scoreboard has no properties
For example, this problem occurs if you:
1. Create a multi-frame 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 multi-frame forms is not supported in CA Service

Desk r12.
Note: For information about these steps, see the Online Help.
68 Release Notes
Oaserver Fails to Start if CA Service Desk and FAST ESP Installed on Same Server
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 will take port
1706 if it starts before CA Service Desk.
Note: We recommend you install CA Service Desk and FAST ESP on separate
servers, as FAST ESP requires considerable resources. These applications
perform better if they are installed on different servers.
To resolve a port conflict
1. Shutdown 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 will appear 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, as the FAST ESP
search servers require that the clock is kept in sync, and that it is not suddenly
corrected forwards or backwards. Sudden clock-changes may cause internal
processes, such as the query and result server and the dispatch processes, to
believe that there are communication problems or that some processes have
died. This leads to warnings in the logs and automatic restart of processes.
Important! We strongly recommend that schedule a maintenance window

when enabling Daylight Savings Time. This allows the system to be shutdown
to avoid any clock conflicts. If you install FAST ESP on a server with Daylight
Savings Time enabled and do not shutdown the system, you run the risk of
clock conflicts and various component failures such as inter-process
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 re-starting.
If there is FAST ESP install error related to "windows.dst" (daylight saving

time), try the following:
1. Navigate to Control Panel, Date and Time, Time Zone, and uncheck
"Automatically Adjust Clock for Daylight Saving Changes."
2. Turn off Internet Time if there is such a tab in Control Panel, Date and
Time.
70 Release Notes
Help Set Redefinition Error
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
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:
1. Create a new 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 new 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 platform, 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 platform, 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 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.
72 Release Notes
Launching CA Workflow IDE on Linux as User Other than Root Sets Incorrect URL
Launching CA Workflow IDE on Linux as User Other than Root

Sets Incorrect URL
Valid on Linux
Symptom:
When a non-privileged 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. In order to ensure a successful CA EEM upgrade, you
must first upgrade to the 8.2 version prior to upgrading to CA EEM 8.3.
After the EEM 8.2 upgrade, and before you run the EEM 8.3 upgrade, make
sure 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 privilege security\g\q
3. Run the EEM 8.3 upgrade.
Note: For more information about upgrading CA EEM, see the 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 Privledged 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
machine, the CA Workflow administrator account that is created by
configuration has an invalid password.
Solution:
The iGateway service must restarted.
To restart the iGateway service
Windows
net stop igateway
net start igateway
Linux and Unix
/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 applies only to CA EEM 8.3. Installing and configuring CA Workflow
on Unix/Linux does not have a problem creating the privileged user pointing to
CA EEM 8.1.
74 Release Notes
Configuration Item Reconciliation Attributes are Not Tenant Aware
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 will 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>
This change should be repeated 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 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 this occurs, 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 may 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.
76 Release Notes
Upgrade Process Fails if UTF-8 Locale Not Installed
Solution:
You can delete previously saved text from the Source tab in the HTML Editor.
Symptom:
In Knowledge Management, a Firefox security setting may prevent you from

using Cut, Copy, and Paste functions.
Solution:
To enable Cut, Copy, and Paste functions, you must modify your browser
security preferences. Information on configuring browser preferences is
available at 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 platforms.
Solution:
Before upgrading to CA Service Desk r12, ensure that you have installed UTF-
8 locale.
Automatic Login to InfoView Fails

Valid on all platforms 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

Symptom:
When you start the BusinessObjects server and use the Central Configuration
Manager to check that all servers have successfully started, the Central
Management Server (CMS) might 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. Choose Start.
The CMS starts.
Admin or InfoView Pages Do Not Display Properly After

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.
78 Release Notes
SLA Violation Report Incorrectly Returns Data for "Previous 3 Months" Instead of "This Month"
SLA Violation Report Incorrectly Returns Data for "Previous 3

Months" Instead of "This Month"
Valid on Windows
Symptom:
The SLA Violation report located in the Incident and Problem Management/SLA
and Request/SLA report folders uses an incorrect filter when the user selects
"This Month" for the "Select a Time Period" prompt. Instead of returning data
for "This Month", the report returns data for the "Previous 3 Months".
Solution:
You must manually replace the report to fix the error.
1. Launch the Central Management Console (CMC).

Navigate to Folders/CA Reports/CA Service Desk/Request/SLA.
2. Click the SLA link.
3. Click on the Objects tab.
4. Click the SLA Violation checkbox and click Delete.
5. Click New Object.
6. Click Browse and select SLA_Violation.rpt, located on the CA Service Desk

DVD #2 in the CA_tps.nt\CABO\data directory.
7. Click Submit.
8. Click Update.
The SLA Violation report is located in two folders.
9. Repeat these steps to also replace this report in the CA Reports/CA Service
Desk/Incident and Problem Management/SLA folder.
Supported Characters in Installation Path

Valid on platforms 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
Log File Location

If a CA Business Intelligence installation fails, check the log file for further
information. The log file will contain 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

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
80 Release Notes
Warning Messages Appear when Generating Stub Classes with AXIS Tool WSDL2JAVA
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 there is no
way to avoid them. The stub files are still created successfully.
WebI Reports Do Not Display on the Reports Tab with Firefox

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 user may receive
an "Access Denied" error message. This is a known BusinessObjects error.
Solution:
When a patch is available, you can download a correction for this issue at
http://ca.com/support.
Note: WebI reports function properly when viewed with the Firefox browser in
BusinessObjects InfoView.

Problem Uninstalling FAST on Linux Systems
Problem Uninstalling FAST on Linux Systems

Valid on Linux platforms 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 it is recommended that
you perform these steps during all uninstalls.
Solution:
To avoid problems with uninstalling FAST products on Linux systems it is

recommended that all FAST processes be stopped before initiating the
uninstaller script. You can do this 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

Symptom:
When using CA Service Desk r12 with Oracle 11g, unexpected results may
occur due to a case sensitivity issue. For example, documents may 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. 7564449 has been assigned to the
Oracle development group. When a patch is available, you can download a
correction for this issue from the Oracle's Metalink Support page.
82 Release Notes
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
(or Java VM). This bridge has one end in the Java VM and the other on the
native platform, 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.

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.
84 Release Notes
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

86 Release Notes

ServiceDesk Release ENU

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The manufacturer of this Documentation is CA.

Copyright © 2008 CA. All rights reserved.

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If you would like to provide feedback about CA product documentation, please

Chapter 2: New CA Service Desk Features and Enhancements 33

Chapter 3: New CA Service Desk Knowledge Tools Features and Enhancements

Chapter 5: System Information 55

Appendix A: Accessibility Features 83

This section contains the following topics:

What this Document Covers (see page 9)

What this Document Covers

In addition, this document provides overview information about enhancements

■ Key Performance Indicators

■ Change Order schedules

■ Cross-platform installation program

■ Expanded support for notifications, LDAP integration, workflow, and Web

■ New integrations with CA products and third-party products

■ BusinessObjects Enterprise XI Release 2

For more integration information, see the CA Business Intelligence

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

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

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

Object Contact Internationalized Translated

Chinese (Simplified) Yes No

Chinese (Traditional) Yes No

r11.2 Fixes (see page 11)

Summary Component Problem

SLA Violation Problem Related to Issues Unicenter Service Desk 2

Tomcat is Core-ing in SDA.H Line 210 USRD 4

Act Log Shows Wrong Analyst USRD 5

No Incident and Problem Display on Scoreboard USRD 6

CA_Owned_Resource Table Registration Problem USRD 7

SPELSVR Needs to Convert All Exec() Calls USRD 8

pdm_extract and Remote Ref USRD 9

Update to Category is Lost USRD 11

Update Status of New Task Inserted into Group USRD 12

Missing Posted by Value in CI Log USRD 15

CA_Owned_Resource Table Registration Problem USRD 17

LDAP Search Controls Do Not Appear USRD 18

Unable to Create New Asset USRD 19

Categories Limited to 1000 USRD 21

Wrong Analysts in Activity Logs USRD 22

LDAP Auto-Creation Error USRD 23

Problem with Setting Options from Command-Line USRD 25

pdm_deref Strips Zeros for Certain Columns USRD 28

Required Text Fields Accept Blanks as Input USRD 29

Summary Component Problem

Unable to View Attachments USRD 30

NT Add Support for SupportBridge Integration USRD 31

Fail to Configure on a Win2K3/SQL 64-Bit System USRD 36

Embedded CA Workflow Version 1.0.019.017 USRD 37

Scoreboard Problem with Group Queries USRD 39

pdm_restore Fails to Restore All .htmpl Files USRD 40

Status of New Workflow Task is Incorrect USRD 41

CA Workflow Tasks Do Not Terminate on Cancel USRD 44

Support UTF-8 on Windows USRD 45

Cannot Delay SLA Events Attached Manually USRD 46

Schema Error Note_Board Table USRD 48

Multiple Sure_Checkout Message USRD 49

Time Spent Field for Activity Log is Blank USRD 53

Spurious Cartesian Join on Certain Queries USRD 55

Wrong Contact Department in File Text_API.CFG USRD 56

Downloading Large Attachments Crashes Slump SE USRD 57