Service desk release_enu

CA Service Desk

Release Notes
r12.1

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CA Product References
This documentation set references the following CA brands and products:
■ CA Asset Portfolio Manager (CA APM)
■ CA CMDB
■ CA Cohesion® Application Configuration Manager (CA Cohesion ACM)
■ CA Embedded Entitlements Manager (CA EEM)
■ CA Enterprise Workload Automation (CA EWA)
■ CA Management Database (CA MDB)
■ CA Management Portal
■ CA Network and Systems Management (CA NSM)
■ CA Portal
■ CA Remote Control Manager (CA RCM)
■ CA Service Desk
■ CA Service Desk Knowledge Tools
■ CA Software Delivery

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Contents

Chapter 1: Welcome 9
What this Document Covers .................................................................... 9
International Support .......................................................................... 9

Chapter 2: New Features, Enhancements, and Fixes 11
Change Management.......................................................................... 11
Change Calendar .......................................................................... 11
Change Scheduler ......................................................................... 11
Change Windows .......................................................................... 12
CA Workflow Visualization ................................................................. 12
CAB Console and Reporting ................................................................ 12
Change Order Reports ..................................................................... 13
Collision Detection ........................................................................ 14
Risk Assessment .......................................................................... 14
Impact Explorer ........................................................................... 14
SAP Solution Manager Integration with CA Service Desk r12.1 ................................... 15
Published Fixes ............................................................................... 15
r12 Fixes ..................................................................................... 15

Chapter 3: Documentation 21
What You Need to Know About the Documentation .............................................. 21
Where to Find Documentation.............................................................. 21
Documentation PDF Filenames ............................................................. 22
How to View and Search PDFs ............................................................. 22
Release Numbers on Documentation ........................................................... 22

Chapter 4: System Information 25
Operating Systems ........................................................................... 25
HP-UX Operating Systems ................................................................. 26
IBM AIX Operating Systems ............................................................... 26
Microsoft Windows Operating Systems...................................................... 27
Redhat Enterprise Linux Operating Systems ................................................ 28
SuSe Linux (SLES) Operating Systems ..................................................... 29
Sun Solaris Operating Systems ............................................................ 30
VMware Operating Systems ................................................................ 31

Contents 5

Client-Only Operating Systems ................................................................ 31
Web Browsers ................................................................................ 32
Database Management Systems ............................................................... 33
System Requirements ......................................................................... 33
FAST ESP Hardware Requirements ............................................................. 34
CA Business Intelligence Operating Systems .................................................... 35
CA Business Intelligence System Requirements ................................................. 36

Chapter 5: Implementation Considerations 37
Install CA EEM 8.4 without Specifying a Java_Home Variable .................................... 37
Support Blackout and Maintenance Windows in a Customized Change Order Schedule ............. 38
Update Secondary Server Communication for CA Workflow ...................................... 39
Find Upgrade Information and Schema Changes ................................................ 39

Chapter 6: Known Issues 41
Secondary Servers Do Not Detect the Uninstall of Options Manager Options ...................... 41
Migration Failure on Oracle 10g ................................................................ 41
Migration Fails With Incorrect Oracle Configuration .............................................. 42
CA Workflow Process Definitions are Not Automatically Imported ................................. 43
CA Workflow Client Installation Fails if WSP is Already Installed .................................. 44
Comma Not Supported in Name Fields ......................................................... 45
Error Adding Scoreboard to Multi-frame Form ................................................... 45
Oaserver Fails to Start if CA Service Desk and FAST ESP Installed on Same Server ................ 46
FAST ESP Installation Fails to Execute Windows.dst ............................................. 47
Start and Stop FAST Considerations ............................................................ 48
Enable QPS FAST ESP License Limit Logging .................................................... 49
Highlight Text and Spell Check on FAST ESP for Chinese, Japanese, and Korean Languages ........ 50
Help Set Redefinition Error .................................................................... 50
pdm_configure Hangs if gcc Not Set in PATH ................................................... 51
Values in Money Fields Truncated at Decimal Point .............................................. 51
Launching CA Workflow IDE on Linux as User Other than Root Sets Incorrect URL ................. 52
Installer Fails when Upgrading CA EEM from 8.1 to 8.3 .......................................... 52
CA EEM 8.3 Fails to Create Privileged User Account when CA Workflow is Installed on UNIX ........ 53
Configuration Item Reconciliation Attributes are Not Tenant Aware ............................... 54
Printed Knowledge Documents Contain Large Spaces after Migration ............................. 54
Searching for Document that has Multiple White Spaces in the Title Could Cause Failure ........... 55
Firefox Limitations in CA Service Desk Knowledge Tools ......................................... 55
Upgrade Process Fails if UTF-8 Locale Not Installed ............................................. 56
Automatic Login to InfoView Fails .............................................................. 56
Central Management Server (CMS) Not Starting ................................................ 57
Admin or InfoView Pages Do Not Display Properly After Installation .............................. 57

6 Release Notes

Supported Characters in Installation Path ...................................................... 58
Log File Location .............................................................................. 58
Unable to Switch Databases on Upgraded System ............................................... 59
Warning Messages Appear when Generating Stub Classes with AXIS Tool WSDL2JAVA ............ 59
WebI Reports Do Not Display on the Reports Tab with Firefox .................................... 60
Problem Uninstalling FAST on Linux Systems ................................................... 60
Case-Sensitivity Issue Occurs with Oracle 11g .................................................. 61
Error when Scheduling Crystal Reports which include Parameters that use List of Values........... 61
Multi-Site Synchronization Issues when Using Windows and AIX Combination ..................... 62
FAST ESP License Supports Two Queries Per Second ............................................ 63
CA Service Desk Fails to Start when CA Products Using Previous Versions of eTPKI are Installed
after CA Service Desk ......................................................................... 63
Search for New Knowledge after CA Service Desk Knowledge Tools Installation Might Fail ......... 64
Cannot View A Zero-Size Knowledge Attachment................................................ 65
EBR Search Does Not Display Recommend Documents .......................................... 66
Unable to Export Schedule on Internet Explorer ................................................. 66
Web Screen Painter is Unable to Preview a CI Detail for a Specific Family ......................... 67

Appendix A: Accessibility Features 69
Product Enhancements ........................................................................ 69

Contents 7

Chapter 1: Welcome
Welcome to CA Service Desk r12.1.

This section contains the following topics:

What this Document Covers (see page 9)
International Support (see page 9)

What this Document Covers
This document provides information about system requirements, installation
considerations, general implementation considerations, documentation, and
information about contacting CA Technical Support for installing and using CA
Service Desk. In addition, this document provides overview information about
CA Service Desk enhancements and changes in functionality in this release.

Note: At publication time, CA Service Desk r12.1 supports the operating
systems and the third-party software listed in this document. For assistance,
contact Technical Support at http://ca.com/support. For complete installation
instructions, see the CA Service Desk Implementation Guide on your
installation media. For complete upgrade information, see the CA Service Desk
Upgrade Information Page on support.ca.com.

International Support
An internationalized product is an English product that runs correctly on local
language versions of the required operating system and required third-party
products, and supports local language data for input and output.
Internationalized products also support the ability to specify local language
conventions for date, time, currency and number formats.

A translated product (sometimes referred to as a localized product) is an
internationalized product that includes local language support for the product's
user interface, online help and other documentation, as well as local language
default settings for date, time, currency, and number formats.

In addition to the English release of CA Service Desk, CA supports only those
languages listed in the following table.

Object Contact Internationalized Translated

Brazilian Yes No

Chapter 1: Welcome 9

International Support

Object Contact Internationalized Translated

Chinese (Simplified) Yes No

Chinese (Traditional) Yes No

French Yes No

German Yes No

Italian Yes No

Japanese Yes No

Korean Yes No

Spanish Yes No

10 Release Notes

Chapter 2: New Features,
Enhancements, and Fixes

Change Management (see page 11)
SAP Solution Manager Integration with CA Service Desk r12.1 (see page 15)
Published Fixes (see page 15)
r12 Fixes (see page 15)

Change Management
CA Service Desk r12.1 provides new features for change management. These
features help change managers approve, schedule, and analyze changes. For
example, you can view relationships of configuration items that are linked to a
change order, and you can use change windows to help schedule change
orders.

Change Calendar

The request for change (RFC) creator can initiate the RFC creation process
after selecting a day on the change calendar, with the RFC populated with the
selected day.

Change Scheduler

The change scheduler graphically displays the schedule of all configuration
items associated with a change order, and also schedules maintenance
windows and blackout windows. You use the change scheduler when creating,
editing or viewing a change order, or when updating the change order
schedule.


Change Management

Change Windows

You can define time windows to guide when changes should or should not
occur:
■ Blackout window—A blackout window is a scheduled time period during
which no CI changes should occur. This window can indicate a reduced
support period (for example, a holiday), a corporate event, or a critical
business time, such as fiscal year-end. In general, scheduled changes
should only occur outside blackout windows.
■ Maintenance window—A maintenance window is a scheduled time period
during which a CI or a set of CIs can be changed. Because changes can
involve downtime, you can use these windows to minimize disruptions to
critical business processes. In general, any scheduled change must occur
inside a maintenance window.

These windows appear in the Change Calendar.

CA Workflow Visualization

Workflow visualization lets you monitor the progress of a change order.
Workflow visualization graphically presents every step of the CA Workflow
process, complete and incomplete steps. You can view the status and path of
the change process execution. The process visualization shows only the main
process associated with a change category.

CAB Console and Reporting

The CAB Console is a dashboard that facilitates quick online approvals of
change orders that require CAB approval. For CAB meetings, the change
manager can create an agenda CAB report (with proposed RFCs) and make it
available to CAB members electronically. CAB members can view the following
change management reports:
■ Change volume
■ All successfully implemented changes
■ All failed changes
■ Total RFCs by category
■ All rejected RFCs
■ RFCs that have attached CIs
■ CIs with RFC attached

12 Release Notes

Change Management

Change Order Reports

CA Service Desk reports provide you with information about change orders.
The following predefined folders and reports are contained in the Change Order
folder:
■ Aging
■ Active Change Orders Aging
■ Active Change Orders Aging by Categories
■ Active Change Orders Aging by Priority for Groups
■ Active Change Orders Aging by Priority
■ Active Change Orders Aging Report for Categories
■ Active Change Orders Aging Report for Groups
■ Active Change Orders Aging by Priority for Status
■ Active Change Orders Aging Report for Status
■ The Resource subfolder provides the following reports:

■ Analyst Count by Priority of Open Change Orders

■ Change Orders by Failed Service Type for Groups

■ Workflow Tasks Pending
■ The Volume subfolder provides the following reports:

■ Active Change Orders at Weeks End

■ Change Categories Currently Active

■ Change Order Totals by Assignee

■ Change Orders by Failed Service Type for Change Categories

■ Change Orders by Failed Service Type for Statuses

■ Total Volume of Change Orders

■ Total Volume of Change Orders by Interface

■ Workflow Task Aging

■ The Properties subfolder provides the following reports:

– Change Properties by Category

– Properties Values by Property


Change Management

Collision Detection

Conflict analysis detects and shows collisions that occur when two or more
changes to the same configuration item are scheduled for implementation at
the same time.

Risk Assessment

Risk assessments let you identify, evaluate, and quantify the risks of change
orders, prior to modifying a system or service in your environment. You create
risk surveys to evaluate risks, and associate the surveys with change
categories. When a user creates a change order and specifies a change
category, the survey associated with that category is available for completion
and submission.

The risk survey lists a series of single or multiple choice questions. Each
answer has a weightage value. When creating a change order, the user selects
the appropriate answers and submits the survey. The evaluated risk level is
based on weightages of answers selected by the user.

Impact Explorer

Impact Explorer is an advanced tool for managing and controlling change
within an organization. Impact Explorer provides CA Service Desk users with a
facility to view the CI-to-CI relationships of all configuration items (CIs) that
are linked to a change order. Impact Explorer presents the configuration items
that are linked to a change order and all their related child configuration items
using a dynamic collapsible menu tree. Right-clicking a CI presents options to
list all descendants or add the CI to the change order.

14 Release Notes

SAP Solution Manager Integration with CA Service Desk r12.1

SAP Solution Manager Integration with CA Service Desk r12.1
CA Service Desk r12.1 provides components that integrate CA Service Desk
with SAP Solution Manager r7.0 SP18 (at a minimum) through CA Services.
The implementation includes an SAP AAK package for import into the SAP
landscape, and instructions for installing the CA Service Desk modifications to
support a bidirectional interface between the two products. The interface does
the following:
■ Creates an SAP message or incident with a contact record unknown to CA
Service Desk and automatically generates a new contact for use in CA
Service Desk incidents.
■ Stores unique contact and incident identifiers in each of the two products.
■ Supports product ownership of incidents.
■ Provides real-time, web service-based, bi-directional synchronization of
updates to incidents.
■ Enables SAP documented Incident ownership processes as outlined in SAP
3rd party Helpdesk Integration Guide.

Note: You can obtain the published solution for the SAP Solution Manager
integration provided by Technical Support at http://support.ca.com.

Published Fixes
For all published fixes for CA Service Desk r12.1, see the Published Solutions
provided by Technical Support at http://support.ca.com.

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

Component Problem Summary
Number

CA Service 295 ENTRUST PASSWORD EXPIRED
Desk
RXX—Server
Side (USRD)

USRD 352 MANUAL NOTIFICATION THROUGH WEB SERVICES

USRD 371 DEFAULT_LOG_CODE GLOBAL OPTION IN TEXT_API.CFG FILE FAILS

USRD 372 CANNOT CLOSE CO ASSOCIATED WITH PURGED WF INSTANCES


r12 Fixes

Number

USRD 375 CALLREQUEST() WEBSERVICE CALL FAILS WITH CALL_BACK_DATE

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

USRD 399 DOMSRVR PROCESS ON SECONDARY SERVERS FAIL

USRD 400 GARBLED CHARACTERS IN DETAIL REPORT

USRD 401 ATTACHMENT FILENAME IS GARBLED

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

USRD 404 DOMSRVR FAILS AFTER PDM_CACHE_REFRESH ON CNT

USRD 406 CREATELRELRELATIONSHIPS FAILS SDA65.DLL

USRD 408 NAT FIREWALL PROBLEM WITH SPELSRVR ON SECONDARY

USRD 409 MAILEATER EXITS WITH X-USER-DEFINED ERROR

USRD 410 DOMSRVR SEVERE_ERROR INDEX OUT-OF-BOUNDS

USRD 411 ITIL.SPL DEBUG MESSAGES LEFT BEHIND

USRD 412 PDM_CONFIGURE AND DETERMINE IF AXIS IS INSTALLED

USRD 413 ATTACH IMAGES IN EMAILS

USRD 414 INACTIVE ASSIGNEE ALLOWED USING URL TICKET CREATION

USRD 415 LDAP MERGE HANG

USRD 416 REOPEN WORKFLOW TASK

USRD 417 TOMCAT FAILS AFTER LOGOUT RESPONSE

USRD 419 INCORRECT ACTIVITY LOG 'CLOSED' CREATED

USRD 420 SEARCH WITH % CHARACTER FAILS ON A CUSTOMIZED SEARCH
PAGE

USRD 421 MAIL CONNECTION ERROR

USRD 422 NEW FORM GROUP CHANGES NOT REFLECTED AFTER PUBLISHING

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

USRD 425 BOPLGIN.EXE IS HANGING ON PRODUCTION

USRD 427 ASSIGNEE NAME IS BLANK IN SUMMARY REPORT OF INCIDENTS

USRD 428 ERROR DELETING CIs USING SPELL METHOD DOB_MARK_DELETE

USRD 429 CANNOT MODIFY PROPERTIES OF A REQUEST USING EMAIL

USRD 431 RECURSIVE CHECKOUT CAUSING LOCKS ON A TICKET

USRD 432 LDAP UPDATE NOT WORKING FOR CONTACT WITH SINGLE QUOTE

16 Release Notes

r12 Fixes

Number

USRD 437 SUMMARY REPORT NOT GENERATING

USRD 440 ACTIVITY LOG DESCRIPTION FOR GROUP TRANSFER HAS SINGLE
QUOTE

USRD 447 MISSING JOIN IN SQL EXPRESSION

USRD 448 DATA PARTITION DOES NOT RESTRICT ACCESS TO VIEW
ATTACHMENTS

USRD 451 BPVIRTDB_SRVR FAILS WITH SIGSEGV ERROR

USRD 452 QRELS DO NOT USE DATA PARTITIONS

USRD 453 JPN: LOG READER FORM DOES NOT LOAD COMPLETELY

USRD 456 UPDATE PROPERTIES OF INACTIVE CO CATEGORY

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

USRD 463 DATE FORMAT BETWEEN CMDB/UAPM/SERVICE DESK

USRD 465 NOTIFICATION SENT TO COMPLETE GROUP WITH NEW ACT
NOTIFICATION

USRD 472 PDM_TRACE CAUSES MEMORY LEAK

USRDCR 11 CRYSTAL REPORT DOES NOT SHOW GROUP FOR REQUEST AGING
REPORT

CA Service 7 REQUESTS OPEN USING TNG DO NOT USE TEMPLATE DESCRIPTION
Desk RXX
TNG
Integration
(USRDTI)

USRDTI 8 EVENTS FROM NSM USING AHD.DLL STOP WORKING

CA Service 25 WSP NOT RETAINING CHANGES
Desk RXX
Web Screen
Painter
(USRDWP)

CA Service 479 SCOREBOARD COUNT DISPLAYS ON LEFT SIDE OF THE FOLDER
Desk RXX ICON
Web Server
(USRDWS)

USRDWS 480 LINK TO NAMES IN ACTIVITY LOG

USRDWS 492 USE TEMPLATES FOR CHANGE ORDER USING CUSTOM URL

USRDWS 527 BACKSLASH INDICATION CHANGES


r12 Fixes

Number

USRDWS 552 ADD LOST IN ADDITIONAL WHERE CLAUSE

USRDWS 553 SCOREBOARD QUERY OF EMPLOYEE INTERFACE FAILS

USRDWS 555 WEB ENGINE FAILS AFTER HTMPL CACHE LIMIT

USRDWS 557 PROFILE BROWSER SEARCH PROBLEM

USRDWS 558 INCIDENT/PROBLEM/REQUEST WRONG PARENT/CHILD
RELATIONSHIP

USRDWS 561 QUICK CLOSE IGNORES SCRATCHPAD

USRDWS 562 QUICK CLOSE IGNORES SCRATCHPAD

USRDWS 563 STATUS DROP-DOWN LIST SHOWS ALL STATUSES

USRDWS 565 QUICK REQUEST BUTTON INVISIBLE FOR ANALYST WITH DATA
PARTITION

USRDWS 566 TRANSLATION PROBLEM IN TEMPLATE

USRDWS 568 WEB SERVICE:TOMCATECT FUNCTION RETURNS MORE THAN 250
ROWS

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

USRDWS 570 FORM GROUP NAME CONTAINS WHITESPACE THEN PREVIEW FAILS
IN WSP

USRDWS 571 GENERATING INCIDENT SUMMARY/DETAIL REPORTS WITH SEARCH

USRDWS 572 DERIVED EXPRESSION ERROR

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

USRDWS 574 POWER USER TIPS NOT WORKING FOR CLEAR FILTER

USRDWS 579 MULTIPLE LICENSES ARE USED FOR ONE CONTACT LOGIN

USRDWS 583 EMAIL URL ON PDA DOES NOT LOAD TICKET DETAILS

USRDWS 585 ATTACHMENT DESCRIPTION THAT HAS LINE FEED CODE GETS
GARBLED

USRDWS 587 ERROR ATTACHING ZIP FILES FROM WEB SERVICES

USRDWS 591 CACHE REFRESH CAUSES CORRUPTION ON INDEX ON
TASK_STATUS

USRDWS 592 NOT DISPLAYING THE SCROLL BAR

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

USRDWS 596 KEYBOARD USAGE FOR SCOREBOARD DOES NOT WORK

18 Release Notes

r12 Fixes

Number

USRDWS 598 NEW FORM GROUP CHANGES NOT REFLECTED AFTER PUBLISHING

USRDWS 599 DATA PARTITION DOES NOT RESTRICT ACCESS TO VIEW
ATTACHMENTS

USRDWS 600 JAVA SCRIPT ERRORS FOR USERS WITH U

USRDWS 601 DATA PARTITION HAS PLUS IN ITS NAME

USRDWS 602 MISSING SCROLL BARS

USRDWS 603 LIST_CR.HTMPL INCIDENT SEARCH RESULT WITH PROBLEM AND
ASSIGNEE

USRDWS 604 CREATE NEW BUTTON INVISIBLE FOR ANALYST CONTACT
(INVENTORY)

USRDWS 606 CONTACT SEARCH CHANGED TO LIST AFTER CP2

USRDWS 607 WEB CLIENT HANGS WITH AN HOURGLASS WHEN GROUP IS
CLICKED

USRDWS 608 SEARCH FIELDS EMPTY AFTER LIST ALL

USRDWS 609 ATTACHED FILE NAME IS GARBLED FOR A TICKET

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

USRDWS 612 AHD04400 ARGUMENT ERROR ON SUMMARY REPORT WINDOW

USRDWS 613 TRANSFER OR ESCALATE ACTIVITY PAGE BLANK IN FIREFOX

USRDWS 614 KT CATEGORY PERMISSIONS RESET TO INHERIT FROM PARENT

USRDWS 617 UPLOAD ATTACHMENT PROBLEM WITHOUT DEFAULT REPOSITORY

USRDWS 618 AUDIT TRAIL EXCLUDES INCIDENT NUMBER WHEN LIST ALL IS
CLICKED

USRDWS 619 GO BUTTON SEARCH TIMES OUT SESSION AFTER APPLYING
T5LG006

USRDWS 621 CUSTOMIZE SCOREBOARD WINDOW TAKES TIME TO LOAD

USRDWS 624 AUDIT TRAIL APPENDED IN ISSUES

USRDWS 625 UNABLE TO DELETE BEHAVIOR FROM WORKFLOW TEMPLATE


Chapter 3: Documentation

What You Need to Know About the Documentation (see page 21)
Release Numbers on Documentation (see page 22)

What You Need to Know About the Documentation
Most of the CA Service Desk documentation is provided in Portable Document
File (PDF) format. The PDF format lets you search for the information you
need, and print entire guides or only part of a guide.

The following PDF documents are installed with CA Service Desk:
■ Implementation Guide
■ CA Business Intelligence Installation Guide

■ Administration Guide

■ Knowledge Tools Administration Guide

■ Technical Reference Guide

■ CA Management Database Overview
■ Release Notes

Note: Documentation for the CA Service Desk Web Interface client is in HTML
online help format.

Where to Find Documentation

You can access the CA Service Desk documentation in the following locations:
■ The Docs directory on the CA Service Desk menu

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

■ The Doc directory on the CA Service Desk installation media

■ The BI Installation Guide on the installation media (DVD) for the CA
Business Intelligence Reports
■ Technical Support at http://support.ca.com


Release Numbers on Documentation

Documentation PDF Filenames

The filenames for the PDF guides are as follows:

Guide Name File Name

Administration Guide ServiceDesk_Admin_ENU.pdf

Implementation Guide ServiceDesk_Impl_ENU.pdf

Knowledge Tools Administration ServiceDesk_KT_Admin_ENU.pdf
Guide

Release Notes ServiceDesk_Release_ENU.pdf

Technical Reference Guide ServiceDesk_Tech_Ref_ENU.pdf

CA Business Intelligence Installation CA_BusinessIntelligence_Install_EN
Guide U.pdf

CA Management Database Overview MDB_Overview_ENU.pdf

How to View and Search PDFs

To view PDF files, you must download and install Adobe Reader from the
Adobe website if it is not already installed on your computer.

For your convenience, we also index the PDF files with Adobe Acrobat. If you
open a PDF file in Adobe Reader and run the search, Acrobat will search the
entire PDF documentation set and link you to individual instances of the search
term.

The release number on the title page of a document might not correspond to
the current product release number; however, all documentation delivered
with the product, regardless of release number on the title page, will support
your use of the current product release. The release number changes only
when a significant portion of a document changes to support a new or updated
product release. If no substantive changes are made to a document, the
release number does not change. For example, a document for r11 may still be
valid for r11.1 or even r12.1. Documentation bookshelves always reflect the
current product release number.

22 Release Notes


Occasionally, we must update documentation outside of a new or updated
release. To indicate a minor change to the documentation that does not
invalidate it for any releases that it supports, we update the edition number on
the cover page. First editions do not have an edition number.


Chapter 4: System Information

Operating Systems (see page 25)
Client-Only Operating Systems (see page 31)
Web Browsers (see page 32)
Database Management Systems (see page 33)
System Requirements (see page 33)
FAST ESP Hardware Requirements (see page 34)
CA Business Intelligence Operating Systems (see page 35)
CA Business Intelligence System Requirements (see page 36)

Operating Systems
The following tables list all operating systems that CA Service Desk r12.1
supports. CA supports each operating system for the duration of its lifecycle
(as determined by its manufacturer) or until CA announces that we no longer
support it.

For CA Service Desk r12.1, consider the following:
■ CA Business Intelligence installation is limited to Windows operating
systems. You can, however, integrate CA Business Intelligence with CA
Service Desk on all supported operating systems.
■ Fast ESP installation is limited to Windows and Linux operating systems.
You can, however, integrate CA Service Desk Knowledge Tools with FAST
ESP on all supported operating systems.

Note: For more information about integrating products with CA Service
Desk and CA Service Desk Knowledge Tools, see the CA Service Desk
Implementation Guide.
■ CA Service Desk requires 8.3 File Name Creation.

Note: For detailed information about configuring File Name Creation and
the disable8dot3 registry entry, see the Online Help and support
documentation for your operating system.
■ CA EEM for Linux and UNIX must be installed from a command line. If you
attempt to install CA EEM from the CA Service Desk installation media,
Product Installs option, a message informs you to use a command line for
installation. The command-line install uses a self-extracting shell script
that guides you through the installation process.


Operating Systems

HP-UX Operating Systems

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

Release Version CA Service Knowledge CA CA EEM CA
Desk and Tools and Business Workflow
Knowledge FAST ESP Intelligen 1.1.5 SP5
Tools r12.1 Search ce and
Engine Business
Objects
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 r12.1, consider the following:
■ You can integrate CA Service Desk Knowledge Tools with FAST ESP,
although we do not support installing FAST ESP on HP-UX.
■ You can integrate CA Service Desk with CA Business Intelligence, although
we do not support installing CA Business Intelligence on HP-UX.
■ CA Workflow 1.1.5 SP5 server installation is supported on HP-UX;
however, you must install the CA Workflow IDE client on Windows and
Linux operating systems.
■ CA EEM is not supported on HP-UX.

For more information about integrating products with CA Service Desk and CA
Service Desk Knowledge Tools, see the CA Service Desk Implementation
Guide.

IBM AIX Operating Systems

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

Release Version CA Service Knowledge CA Business CA EEM CA
Desk and Tools and Intelligence Workflow
Knowledge FAST ESP and Business 1.1.5 SP5
Tools r12.1 Search Objects
Engine Enterprise
XI

5.2 (64-bit) Yes No No Yes Yes

26 Release Notes

Operating Systems

Desk and Tools and Intelligence Workflow
Knowledge FAST ESP and Business 1.1.5 SP5
Engine Enterprise
XI

5.3 (64-bit) Yes No No Yes Yes

6.1 (64-bit) Yes No No No No

although we do not support installing FAST ESP on AIX.
we do not support installing CA Business Intelligence on AIX.
■ CA Workflow 1.1.5 SP5 server installation is supported on AIX; however,
you must install the CA Workflow IDE client on Windows and Linux
operating systems.
■ On AIX, install CA EEM by following the instructions provided when CA EEM
is selected during installation.

Service Desk Knowledge Tools, see the Implementation Guide.

Microsoft Windows Operating Systems

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

Release Version CA Service Knowledge CA Business CA CA
Desk and Tools and Intelligence EEM Workflo
Knowledge FAST ESP and w 1.1.5
Tools r12.1 Search Business SP5
Engine Objects
Enterprise
XI

Windows (32-bit) Yes No No No Yes
Server 2008

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

Windows R2 (32-bit) Yes Yes Yes Yes Yes
Server 2003


Operating Systems

Engine Objects
Enterprise
XI

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

Windows SP2 (32-bit) Yes Yes Yes Yes Yes
2003

Windows SP2 (64-bit) Yes Yes Yes No Yes
2003

although we do not support FAST ESP on Windows 2008.
we do not support CA Business Intelligence on Windows 2008.

Guide.

Redhat Enterprise Linux Operating Systems

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

Engine Objects
Enterprise
XI

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

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

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

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

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

28 Release Notes

Operating Systems

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

Guide.

SuSe Linux (SLES) Operating Systems

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

Engine Objects
Enterprise
XI

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

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

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

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

Note: You can integrate CA Service Desk with CA Business Intelligence,
although we do not support CA Business Intelligence on SuSe Linux. For more
information about integrating products with CA Service Desk and CA Service
Desk Knowledge Tools, see the CA Service Desk Implementation Guide.


Operating Systems

Sun Solaris Operating Systems

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

Desk and Tools and FAST Intelligence Workflo
Knowledge ESP Search and Business w 1.1.5
Tools r12.1 Engine Objects SP5
Enterprise
XI

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

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

although we do not support installing FAST ESP on Solaris.
we do not support installing CA Business Intelligence on Solaris.
■ CA Workflow 1.1.5 SP5 server installation is supported on Solaris;
however, you must install the CA Workflow IDE client on Windows and
Linux operating systems.
■ You can install CA EEM on Solaris, however CA Service Desk on Solaris
cannot use external authentication to CA EEM on solaris. CA EEM
authentication feature requires the site to move the boplgin daemon to a
Windows or Linux operating systems.

Guide.

30 Release Notes

Client-Only Operating Systems

VMware Operating Systems

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

Release Version CA Service Knowledge CA Business CA EEM CA Workflow
Desk and Tools and Intelligence 1.1.5 SP5
Knowledge FAST ESP and Business
Engine Enterprise
XI

ESX 3 Yes Yes Yes No Yes
Server

Client-Only Operating Systems
In addition to the operating systems listed for server support, the CA Service
Desk web client is supported on the following operating systems:

Microsoft Windows

Release Version/Level

Windows XP SP2

Windows Vista GA version

Note: Microsoft no longer supports Windows 2000.

Apple MacIntosh

Release Version/Level

MAC OS X (Firefox and Safari)

Note: Safari is supported on the
customer, employee, and guest
interface.


Web Browsers

Web Browsers
The following tables list all web browsers that are supported by CA Service
Desk r12.1. CA supports each web browser for the duration of its lifecycle (as
determined by its manufacturer) or until CA announces that we no longer
support it.

Firefox

Operating Environment Release

All 2 and 3

Note: In CA Business Intelligence, if
you plan to access BusinessObjects
InfoView with Firefox, review the
BusinessObjects Enterprise XI
Release 2 Supported Platforms for
Windows document for your
operating system and Business
Objects release level. The supported
operating environment is Firefox 2
with Java Virtual Machine (Java
Runtime) 1.5.0_xx and 1.6.0_02+ to
access InfoView.

Microsoft Internet Explorer


Microsoft Windows Internet Explorer 6 SP1, SP2, 7

Safari


Microsoft Windows 3.0 (self-service interface only)

Apple Macintosh 3.0 (self-service interface only)

Note: On older browsers, an additional blank window may appear when
viewing attachments, and you have to close this window manually.

32 Release Notes

Database Management Systems

Database Management Systems
The following tables list the database management systems that are supported
by CA Service Desk r12.1.

Note: The CA Service Desk r12.1 installation media does not contain an
embedded version of Ingres to install. This database is no longer supported.

Microsoft SQL Server

Operating System DBMS Release

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

Oracle

Operating System DBMS Release

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

Note: For an Oracle 10g DBMS, the
Oracle version must be at 10.2.0.4.

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

System Requirements
The following requirements must be met or exceeded for CA Service Desk
r12.1 server to install and run properly:

Hardware Requirements

CPU Single Processor 2.0 GHz minimum,
Dual Processor 2.0 GHz preferred

RAM 2 GB minimum, 4 GB preferred

Disk Space 2 GB

Database Size Hardware Requirements

Small—Used for CPU Single Processor 2.0 GHz
installing CA Service minimum
Desk in a test
environment.


FAST ESP Hardware Requirements

Database Size Hardware Requirements

RAM 2 GB minimum

Disk Space 4 GB minimum will
increase over time to
accommodate database
growth

Medium—The CA CPU Dual Processor 2.0 GHz
Service Desk
default. The
recommended
setting for most CA
Service Desk
installations.

RAM 2 GB minimum, 4 GB
preferred

growth

Large—Used for CPU Quad Processor 2.0 GHz
large CA Service
Desk installations.

RAM 4 GB minimum

growth

Note: At least 2 GB of space is required for the data files directory of the
database server for the MDB to be installed and configured properly. For the
CA Service Desk Java Client, we recommend a single 1.0 GHz processor or
better with at least 1 GB RAM.

FAST ESP Hardware Requirements
The following information lists the recommended hardware requirements for
the FAST ESP search engine:

Component Requirement

Server Dedicated, stand-alone server on which
to install the FAST ESP search engine.

34 Release Notes

CA Business Intelligence Operating Systems


RAM ■ 4 GB (Development Computer)

■ 8 GB (Production Computer)
CPU ■ 2 (Development Computer)

■ 4 (Production Computer)
Hard Disk Space ■ 2.5 GB (Development Computer)

■ 2.5 GB, in addition to added disk
space for knowledge base
(Production Computer)
Hard Disks (Production ■ 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, and configuration procedures, see the FAST ESP
Installation Guide, included on the installation media in the following folder:
CA_tps.ntFastESPDocen-US.

CA Business Intelligence Operating Systems
The following information lists the operating systems supported by Business
Objects.

Operating System Application Server Database

Windows 2003 IIS 5.0 SQL Server 2005, SP2

Windows 2003 Tomcat 5.0 SQL Server 2005, SP2

Windows 2003 IIS 5.0 Oracle 10g

Windows 2003 Tomcat 5.0 Oracle 10g

Windows 2003 WebLogic 9.2 SQL Server 2005, SP2

Windows 2003 Tomcat 5.0 MySQL

Windows 2003 WebSphere 6.0 SQL Server 2005, SP2


CA Business Intelligence System Requirements

CA Business Intelligence System Requirements
The following information lists the system requirements for CA Business
Intelligence.


Java application server If you install the Tomcat application server during the CA Business
Intelligence installation, you do not have to install a Java
application server before you install CA Business Intelligence.

RAM ■ 512 MB (Minimum)

■ 1 GB (Recommended)
Hard Disk Space ■ 3 GB
Database Software The database software must be compatible with the CMS and the
Audit database, unless you install MySQL during the CA Business
Intelligence Enterprise installation.

Note: For a detailed list of supported environments, see the
Platform.txt file that is included with your product distribution. In
addition, we recommend that you also read the Release Notes
included with your product distribution.

BusinessObjects Enterprise BusinessObjects Enterprise requires a database to store information
about the system and its users.

Note: For detailed information about the database requirements,
see the CA Business Intelligence Installation Guide.

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

■ underscore

■ period
■ slash

Note: Additional system requirement information is provided in the CA
Business Intelligence Installation Guide included on the installation media.
Before running the CA Business Intelligence installer, it is essential that you
carefully review your specific operating system requirements to ensure a
successful installation of CA Business Intelligence.

36 Release Notes

Chapter 5: Implementation
Considerations

Install CA EEM 8.4 without Specifying a Java_Home Variable (see page 37)
Support Blackout and Maintenance Windows in a Customized Change Order
Schedule (see page 38)
Update Secondary Server Communication for CA Workflow (see page 39)
Find Upgrade Information and Schema Changes (see page 39)

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

To install CA EEM without Java on Windows:

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

To install CA EEM without Java on UNIX and Linux:

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

/EEMServer.sh -javahome none


Support Blackout and Maintenance Windows in a Customized Change Order Schedule

Support Blackout and Maintenance Windows in a
Customized Change Order Schedule
You can use blackout and maintenance windows on a Change Order Schedule
that you customized in a previous release of CA Service Desk.

To use blackout windows, modify the following schedGroup macro in
list_chgsched_config.htmpl:

<PDM_MACRO NAME=schedGroup grpname=blackoutWindow style=italic color=white
bgcolor=black
label="Blackout"
legend="Blackout Window"
icon= "warning_12.png">

To use maintenance windows, modify the following schedGroup macro in
list_chgsched_config.htmpl:

<PDM_MACRO NAME=schedGroup grpname=maintWindow
bgcolor=lightgreen
label="Maintenance"
legend="Maintenance Window"
icon= "confirmation_12.png">

Note: Do not change the grpname of either window. For more information
about administering blackout and maintenance windows, see the CA Service
Desk Administration Guide.

38 Release Notes

Update Secondary Server Communication for CA Workflow

Update Secondary Server Communication for CA Workflow
You need to manually modify the IDE client when CA Workflow is installed on a
secondary server so that CA Workflow communicates with CA Service Desk
correctly. You add the privileged CA Service Desk user credentials to the Java
Script actor USD Initializer within CA Workflow.

To add the privileged CA Service Desk user credentials

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

2. Expand JavaScript and select USD Initializer.

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

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

USD_Username = "username" - USD_Password = "password"

5. Click OK.

The privileged CA Service Desk user credentials are added so that CA
Workflow communicates with CA Service Desk correctly.

Find Upgrade Information and Schema Changes
The CA Service Desk r12.1 Upgrade Information web site provides you with
the information you need for upgrading, and for viewing database schema
changes.

To find upgrade information and schema changes

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

The CA Support Online page appears.

2. Log in to CA Support Online.

3. Select CA Service Desk Manager from the Support By Product, Select a
Product page drop-down list.

The CA Service Desk Manager page appears.

4. Click the Visit the CA Service Desk Manager/CA Service Desk r12.1
Upgrade Page! link in the Product News pane.

The CA Service Desk Manager r12.1 CA Service Desk r12.1 Upgrade
Information page appears.

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


Chapter 6: Known Issues

Secondary Servers Do Not Detect the Uninstall of Options
Manager Options
Secondary servers do not properly detect the uninstall of Options Manager
options until all services on the secondary are recycled. This problem does not
pertain to installing options or changing installed option values.

To properly uninstall an Options Manager option that affects secondary
servers, do the following:

1. In Options Manager, uninstall the desired options.

2. Recycle the primary server; give adequate time for all processes to fully
initialize. Run pdm_status to check that every server process is running.

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

4. Recycle the processes (other than proctors) on the secondary servers, or
alternatively, recycle the primary server again.

Migration Failure on Oracle 10g
Valid on Oracle 10g

Symptom:

The migration fails with the following error messages in the log file:
"STDERR: Error in dbcallback. event:4 err:15"
"STDERR: Error fetching data:15"
"ERROR: (54 of 54) Tables Failed Schema Validation!"

Solution:

Before starting the migration on Oracle 10g, verify that SQLPlus and Oracle DB
are able to communicate using hostname. If communication fails, verify that
Oracle is configured with loopback adaptor.


Migration Fails With Incorrect Oracle Configuration

Migration Fails With Incorrect Oracle Configuration
Symptom:

Migration fails with the following message:

Tables Failed Schema Validation!

The following errors are logged in install_mdb.log:

ErrorCode: 17002
03-11,16:02:24 ERROR - Io exception: The Network Adapter could not establish the
connection
03-11,16:02:24 INFO - MDBTools_0104I - Total time: 0H:6M:19S.
java.sql.SQLException: Io exception: The Network Adapter could not establish the
connection
at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:112)

If you execute the following command at the command shell:

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

The following error message appears:

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

Solution:

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

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

3. Execute the following command at the command shell:
sqlplus system/mdbadmin@//localhost:1521/mdb

The SQL prompt returns.

4. Start the migration process.

The process completes successfully.

42 Release Notes

CA Workflow Process Definitions are Not Automatically Imported

CA Workflow Process Definitions are Not Automatically
Imported
Symptom:

The CA Workflow process definitions are not imported automatically when
installing CA Workflow.

Solution:

Perform the following steps to import CA Workflow process definitions:

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

2. Install CA Workflow options under: Administration, Options Manager, CA
Workflow, and then restart CA Service Desk.

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

4. Locate the process definition and actor xml files, for example:
$NX_ROOTsiteWorkflowdataactors and
$NX_ROOTsiteWorkflowdataprocess directories.

5. To import the process definitions, select File, Import, Process Definition,
select all the XML files for import, and click Open.

6. Select all the definitions and click Import.

7. To import the actor xml files, select File, Import, Actors, select all the XML
files for import, and click Open.

8. Select all the actor files and click Import.

The CA Workflow process definitions are imported.


CA Workflow Client Installation Fails if WSP is Already Installed

CA Workflow Client Installation Fails if WSP is Already
Installed
Valid on Windows standalone installations

Symptom:

CA Workflow installation fails when CA Service Desk is not installed in the
following scenarios:
■ If you install Web Screen Painter (WSP) on a Windows computer before
you install the CA Workflow client on the same computer.
■ If an existing WSP installation is on the computer to which you want to
install CA Workflow.

Solution:

Install CA Workflow client before you install WSP.

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

1. Uninstall WSP.

2. Navigate your computer system to %SYSTEMROOT%.

3. Delete the paradigm.ini file.

4. Install the CA Workflow client.

5. Reinstall WSP.

44 Release Notes

Comma Not Supported in Name Fields

Comma Not Supported in Name Fields
Valid on all operating systems

Symptom:

Entering a comma into a name field can cause unexpected results in the
display of the combined user name. For example, entering a name such as the
following while creating or updating a contact record causes the combined
name to display incorrectly:
■ Last Name: Smith, Jr
■ First Name: John
■ Middle Name: <blank>

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

Solution:

Avoid using the comma character in name field.

Error Adding Scoreboard to Multi-frame Form

Symptom:

Adding the Scoreboard to a multiframe form generates an error.

Error: window.parent.scoreboard has no properties

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

1. Create a multiframe form.

2. Add the Scoreboard to one of the frames.

3. Publish the form.

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

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

The following error message appears:

Error: window.parent.scoreboard has no properties

Using the Scoreboard with multiframe forms is not supported in CA Service
Desk r12.1.

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


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

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

Symptom:

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

Solution:

Oaserver uses a fixed port number (1706), while FAST ESP uses an unused
port. If FAST ESP and CA Service Desk are installed on the same server,
always start CA Service Desk first. It is possible that FAST ESP uses port 1706
when it starts before CA Service Desk.

Note: We recommend that you install CA Service Desk and FAST ESP on
separate servers, as FAST ESP requires considerable resources. These
applications perform better when they are installed on different servers.

To resolve a port conflict

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

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

3. Start FAST ESP.

You can check port usage on Windows using the netstat -o command. If FAST
ESP is using port 1706, the output from netstat appears similar to the
following:
TCP hostname:1705 localhost:1706 ESTABLISHED pid
TCP hostname:1706 localhost:1705 ESTABLISHED pid

hostname

Identifies the name of the server.

pid

Identifies the process ID of the FAST ESP qrserver process.

46 Release Notes

FAST ESP Installation Fails to Execute Windows.dst

FAST ESP Installation Fails to Execute Windows.dst
Valid on Windows 2003 R2 SP1

Symptom:

The FAST ESP installation fails. The fastinstall.log displays the following error
message:
[Error]
[ErrorType]Error[/ErrorType]
[ErrorCode]4[/ErrorCode]
[ErrorMessage]A problem was detected while performing system tests. Please correct
this before you continue with the installation:
Failed to execute test 'windows.dst'.
Please contact FAST customer support[/ErrorMessage]
[/Error]

Solution:

Do not install FAST ESP with Daylight Savings Time enabled, because the FAST
ESP search servers require that the clock is kept synchronized, and that it is
not suddenly corrected forwards or backwards. Sudden clock changes can
cause internal processes, such as the query and result server and the dispatch
processes, to believe that communication problems exist or that some
processes have died. This miscommunication leads to warnings in the logs and
automatic restart of processes.

Important! We strongly recommend that you schedule a maintenance window
when enabling Daylight Savings Time. This schedule allows the system to be
shut down to avoid any clock conflicts. If you install FAST ESP on a server with
Daylight Savings Time enabled and do not shut down the system, you run the
risk of clock conflicts and various component failures such as interprocess
communication problems with qrserver, fdispatch, topfdispatch. You can use
the FAST ESP admin GUI or the logs located in
qrserver($FASTSEARCH/var/log/qrserver/* to see if any processes failed and
require restarting.

If a FAST ESP install error related to windows.dst (Daylight Saving Time)
occurs, try the following:

1. Navigate to Control Panel, Date and Time, Time Zone, and clear
Automatically Adjust Clock for Daylight Saving Changes.

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


Start and Stop FAST Considerations

3. In Windows Registry,
KEY_LOCAL_MACHINESYSTEMCurrentControlSetControlTimeZoneInfor
mation Set following for Key: DisableAutoDaylightTimeSet Type :
REG_DWORD Value : 1

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

5. Run the installation from the command line and bypass the checks using:
setup.exe -W localhosttest.active=false -W localhosttestloop.active=false

Start and Stop FAST Considerations
We recommend that you apply the following considerations when you start and
stop FAST:
■ Use the FAST Enterprise Search Platform (ESP) nctrl command to help
ensure a smooth start and stop of FAST services. Usually, an order should
be followed whenever you start or stop individual FAST services. For
example, if you want to stop feeding, first stop the crawler to avoid loss of
crawled information. This method takes a reasonable amount of time.
Using the nctrl command stops FAST processes in order and waits for a
feedback of proper termination of a process before printing the message
"FAST .... has stopped successfully."

If you stop FAST services from Windows services (or by using the net
start/stop command), an immediate shutdown occurs. All processes are
removed from memory without any order and without waiting for
feedback. This method can lead to unfinished processes still waiting for
feedback from other processes. These unfinished processes can cause
inconsistencies when you start FAST services again without stopping the
unfinished services first.

■ NodeState.xml can be corrupted if FAST ESP is improperly shut down; for
example, power outage, stopping processes, or shutting down services in
the incorrect order can corrupt NodeState.xml.

When ESP is started, configuration files are loaded into memory. When ESP
shuts down, those configuration files are written back in the the disk.
However, if ESP is forced to shut down while the configuration files are
being written to disk, NodeState.xml can become corrupted. The best way
to avoid this type of corruption is to perform a start or stop of ESP using
the nctrl command. This method has been suggested as a best practice,
because it helps ensure a smooth start and stop of FAST services. Usually,
an order should be followed whenever you start or stop individual FAST
services.

48 Release Notes

Enable QPS FAST ESP License Limit Logging

■ If you start FAST services using a DOS command or through the services
manager or by using the nctrl command start option (on Linux), the
system is started in the proper order (specified in the
$FASTSEARCH/etc/NodeConfig.Xml).

Note: You cannot use the nctrl command start option on Windows because
the command uses the FAST service.

■ Open the Windows Event logs to view messages, such as the following
ones, about any problems that occur:

■ The description for Event ID ( 3 ) in Source (FASTESPService) cannot
be found. The local computer might not have the necessary registry
information or message DLL files to display messages from a remote
computer. You can use the /AUXSOURCE= flag to retrieve this
description; see Help and Support for details. The following information
is part of the event: File "win32serviceutil.pyo", line 785, in SvcRun
File "FASTESP.pyo", line 162, in SvcDoRun; exceptions.SystemExit;
StateParseError: Line 1, Column 0, Error: not well-formed (invalid
token).

■ [2008-11-26 07:34:11.250] CRITICAL systemmsg Failed to start ESP
Service (Node Controller): StateParseError: Line 1, Column 0, Error:
not well-formed (invalid token)

Replace NodeState.xml to correct the problems.

Enable QPS FAST ESP License Limit Logging
When the QPS (query per second) FAST ESP license limit is reached, this event
is logged in the stdlog file:

CA Service Desk Manager Knowledge Tools provides a FAST ESP
license that supports two queries per second. If your system's search
response is drastically reduced due to a high query rate, you may
contact Microsoft FAST division and purchase a license that supports a
faster query rate.

To enable this logging, set the EBR_QPS_MAX variable in the NX.env file to the
actual QPS supported by the FAST license (fastsearch.lic file).

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


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

Highlight Text and Spell Check on FAST ESP for Chinese,
Japanese, and Korean Languages
The highlight text and spell check features are not available on a FAST ESP
system with Chinese, Japanese, or Korean languages enabled.

For regional localized CA Service Desk products, the default and range of
supported lexicons vary. English lexicons are always available and can be used
in all certified (non-English) operating environments and regional localized CA
Service Desk products including those supporting Asian languages.

Help Set Redefinition Error

Symptom:

Removing topics from a Help Set does not remove their headings from the
Table of Contents.

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

1. Create a Help Set.

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

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

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

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

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

Solution:

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

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

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

50 Release Notes

pdm_configure Hangs if gcc Not Set in PATH

pdm_configure Hangs if gcc Not Set in PATH
Valid on Solaris

Symptom:

On Solaris 10 operating system, if gcc is not set in the PATH, and the
pdm_configure command is invoked, the process hangs after displaying the
flash screen. The following errors are written in configure.log:

06/26 14:28:34.498 ERROR LibraryVerifier.java 136 One or more prerequisites could
not be found. The following lists the prerequisites that are missing, (the typical
package name is enclosed in parentheses). Please consult your system's
documentation if you need help locating the correct package.
GNU Compiler Collection (gcc)

Solution:

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

Values in Money Fields Truncated at Decimal Point

Symptom:

Including a decimal point in a money amount causes truncation of the value.
This behavior applies to all fields intended to hold currency values, such as
Purchase Amount and Maintenance Fee. For example, if you enter 265.50 in
the Purchase Amount field, the value is saved as 265.

Solution:

Avoid using a decimal point in money fields.


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

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

Symptom:

When a nonprivileged user launches CA Workflow IDE on Linux, the URL is set
incorrectly to https://servername:8443/pm. Java errors appear on screen, and
login to CA Workflow is unsuccessful.

Solution:

1. Launch the CA Workflow IDE client.

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

3. Login is successful.

Installer Fails when Upgrading CA EEM from 8.1 to 8.3

Symptom:

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

Solution:

If you are upgrading from CA Service Desk r11.x, then you are probably
running CA EEM 8.1. To help ensure a successful CA EEM upgrade, first
upgrade to the 8.2 version before upgrading to CA EEM 8.3.

After the EEM 8.2 upgrade, and before you run the EEM 8.3 upgrade, verify
that you update your security settings as follows.

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

2. When complete, specify the following text:
alter user system add privileges (security)gq

3. Run the EEM 8.3 upgrade.

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

52 Release Notes

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

CA EEM 8.3 Fails to Create Privileged User Account when CA
Workflow is Installed on UNIX
Valid on UNIX (Sun, Linux, AIX)

Symptom:

CA EEM 8.3 is not properly creating the Privileged User Account when CA
Workflow is installed on UNIX. With CA Service Desk and CA Workflow both
installed on the primary server and CA EEM 8.3 installed on a Windows
computer, the administrator account that CA EEM creates has an invalid
password.

Solution:

Restart the iGateway service.

To restart the iGateway service on a Windows system, enter the following
commands at a command prompt:

net stop igateway
net start igateway

To restart the iGateway service on a Linux or UNIX system, enter the following
commands at a command prompt:

/opt/CA/SharedComponents/iTechnology/S99igateway stop
/opt/CA/SharedComponents/iTechnology/S99igateway start

■ Stop iGateway

$IGW_LOC/S99igateway stop

■ Start iGateway

$IGW_LOC/S99igateway start

Note: This issue applies only to CA EEM 8.3. Installing and configuring CA
Workflow on UNIX and Linux does not have a problem creating the privileged
user pointing to CA EEM 8.1.


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