ca-service-management-17-3

CA Service Management - 17.3 CA Service Management - 17.3 Table of Contents Release Information........................................................................................................................... 42 CA Service Management 17.3 Release Notes............................................................................................................. 42 Fixed Issues - 17.3................................................................................................................................................... 49 Known Issues - 17.3................................................................................................................................................. 53 Supportability Matrix..................................................................................................................................................60 Check out where we're going; attend a CA Product Roadmap Session..................................................................72 Defect Resolution Process........................................................................................................................................73 Product Accessibility Features.................................................................................................................................. 75 Product Names and Abbreviations........................................................................................................................... 82 Third-Party License Acknowledgments.....................................................................................................................83 CA Service Management 17.3.0.23 Release Notes................................................................................................... 167 CA Service Management 17.3.0.22 Release Notes................................................................................................... 169 CA Service Management 17.3.0.19 Release Notes................................................................................................... 172 CA Service Management 17.3.0.18 Release Notes................................................................................................... 174 CA Service Management 17.3.0.17 Release Notes................................................................................................... 177 CA Service Management 17.3.0.16 Release Notes................................................................................................... 178 CA Service Management 17.3.0.15 Release Notes................................................................................................... 179 Fixed Issues - 17.3.0.15......................................................................................................................................... 180 Known Issues-17.3.0.15..........................................................................................................................................181 CA Service Management 17.3.0.14 Release Notes................................................................................................... 182 Fixed Issues - 17.3.0.14......................................................................................................................................... 183 Known Issues-17.3.0.14..........................................................................................................................................184 CA Service Management 17.3.0.13 Release Notes................................................................................................... 185 Fixed Issues - 17.3.0.13......................................................................................................................................... 185 CA Service Management 17.3.0.12 Release Notes................................................................................................... 186 Fixed Issues - 17.3.0.12......................................................................................................................................... 187 Known Issues-17.3.0.12..........................................................................................................................................188 CA Service Management 17.3.0.11 Release Notes................................................................................................... 188 Fixed Issues - 17.3.0.11..........................................................................................................................................189 CA Service Management 17.3.0.10 Release Notes................................................................................................... 189 Fixed Issues - 17.3.0.10......................................................................................................................................... 190 Known Issues-17.3.0.10..........................................................................................................................................191 CA Service Management 17.3.0.9 Release Notes..................................................................................................... 192 Fixed Issues -17.3.0.9.............................................................................................................................................192 Known Issues -17.3.0.9.......................................................................................................................................... 193 CA Service Management 17.3.0.8 Release Notes..................................................................................................... 193 2 CA Service Management - 17.3 Fixed Issues-17.3.0.8.............................................................................................................................................. 194 CA Service Management 17.3.0.7 Release Notes..................................................................................................... 195 Fixed Issues-17.3.0.7.............................................................................................................................................. 195 CA Service Management 17.3.0.6 Release Notes..................................................................................................... 196 Fixed Issues-17.3.0.6.............................................................................................................................................. 197 Known Issues - 17.3.0.6......................................................................................................................................... 198 CA Service Management 17.3.0.5 Release Notes..................................................................................................... 200 Fixed Issues-17.3.0.5.............................................................................................................................................. 200 CA Service Management 17.3.0.4 Release Notes..................................................................................................... 201 Fixed Issues-17.3.0.4.............................................................................................................................................. 202 CA Service Management 17.3.0.3 Release Notes..................................................................................................... 203 Fixed Issues-17.3.0.3.............................................................................................................................................. 203 Known Issues - 17.3.0.3......................................................................................................................................... 204 CA Service Management 17.3.0.2 Release Notes..................................................................................................... 204 Fixed Issues-17.3.0.2.............................................................................................................................................. 205 CA Service Management 17.3.0.1 Release Notes..................................................................................................... 207 Fixed Issues-17.3.0.1.............................................................................................................................................. 207 Known Issues - 17.3.0.1......................................................................................................................................... 209 Getting Started................................................................................................................................. 211 Docker Containers........................................................................................................................... 214 Installation Checklist for Deploying Docker Containers..........................................................................................215 CA Service Management Container Architecture.....................................................................................................216 CA Service Management 17.3 Container Tutorials................................................................................................... 217 Deploy CA Service Management Containers............................................................................................................ 217 Update the Configuration Files............................................................................................................................... 221 containers.config.............................................................................................................................................. 222 containers_recommended.config..................................................................................................................... 224 Deploying CA Service Desk Manager Docker Containers..................................................................................... 227 CA SDM Customization and Configurations in Containers............................................................................. 233 Deploy xFlow Interface and Service Point Interface....................................................................................... 235 Web Screen Painter Customizations...............................................................................................................237 Integrate CABI JasperReports in CA SDM Containers................................................................................... 238 Deploying CA Service Catalog Docker Containers................................................................................................ 239 CA Service Catalog Containers - Performance Optimization..........................................................................247 Enable SAML Authentication for CA SDM In Ingress.............................................................................................. 248 Enable SSL for CA Service Management Containers in Ingress............................................................................ 250 Upgrade and Migration Considerations.....................................................................................................................253 Supported and Non-Supported Use Cases............................................................................................................... 253 New CMDB Visualizer...................................................................................................................... 255 3 CA Service Management - 17.3 CMDB Visualizer Administration Interface................................................................................................................ 255 Configuration........................................................................................................................................................... 256 Filters....................................................................................................................................................................... 257 CMDB Visualizer........................................................................................................................................................... 258 Visualizer Graphs.................................................................................................................................................... 259 Layouts............................................................................................................................................................. 261 Using the Visualizer Toolbar............................................................................................................................ 261 Change Icons of CIs on Visualizer......................................................................................................................... 264 Configuring CMDB Visualizer..................................................................................................................................... 264 CMDB Visualizer Resource Management and Performance Tuning..................................................................... 264 Security Configurations........................................................................................................................................... 266 Tomcat Logging....................................................................................................................................................... 267 Troubleshooting CMDB Visualizer.......................................................................................................................... 269 Installing............................................................................................................................................ 270 Installing CA Service Management 17.3.0.23............................................................................................................ 271 Install Prerequisites for CA Service Management 17.3.0.23..................................................................................271 Install CA Service Management 17.3.0.23 (Windows)........................................................................................... 272 Install CA Service Management 17.3.0.23 (Linux)................................................................................................. 274 Validate CA Service Management 17.3.0.23 Installation........................................................................................276 Post-Installation Tasks for CA Service Management 17.3.0.23............................................................................. 277 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.23......................................................................... 289 Uninstall CA Service Management 17.3.0.23.........................................................................................................308 Installing CA Service Management 17.3.0.22............................................................................................................ 314 Install Prerequisites for CA Service Management 17.3.0.22..................................................................................314 Install CA Service Management 17.3.0.22 (Windows)........................................................................................... 316 Install CA Service Management 17.3.0.22 (Linux)................................................................................................. 318 Validate CA Service Management 17.3.0.22 Installation........................................................................................320 Post-Installation Tasks for CA Service Management 17.3.0.22............................................................................. 321 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.22......................................................................... 333 Uninstall CA Service Management 17.3.0.22......................................................................................................... 351 Installing CA Service Management 17.3.0.19............................................................................................................ 356 Install Prerequisites for CA Service Management 17.3.0.19..................................................................................357 Install CA Service Management 17.3.0.19 (Windows)........................................................................................... 358 Install CA Service Management 17.3.0.19 (Linux)................................................................................................. 360 Validate CA Service Management 17.3.0.19 Installation........................................................................................362 Post-Installation Tasks for CA Service Management 17.3.0.19............................................................................. 363 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.19......................................................................... 374 Uninstall CA Service Management 17.3.0.19......................................................................................................... 390 Installing CA Service Management 17.3.0.18............................................................................................................ 394 Install Prerequisites for CA Service Management 17.3.0.18.................................................................................395 4 CA Service Management - 17.3 Install CA Service Management 17.3.0.18 (Windows)........................................................................................... 396 Install CA Service Management 17.3.0.18 (Linux)................................................................................................. 398 Validate CA Service Management 17.3.0.18 Installation........................................................................................400 Post-Installation Tasks for CA Service Management 17.3.0.18............................................................................. 401 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.18......................................................................... 412 Uninstall CA Service Management 17.3.0.18......................................................................................................... 427 Installing CA Service Management 17.3.0.17............................................................................................................ 432 Install Prerequisites for CA Service Management 17.3.0.17.................................................................................432 Install CA Service Management 17.3.0.17 (Windows)........................................................................................... 433 Install CA Service Management 17.3.0.17 (Linux)................................................................................................. 435 Validate CA Service Management 17.3.0.17 Installation........................................................................................437 Post-Installation Tasks for CA Service Management 17.3.0.17............................................................................. 438 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.17......................................................................... 449 Uninstall CA Service Management 17.3.0.17......................................................................................................... 464 Installing CA Service Management 17.3.0.16............................................................................................................ 468 Install Prerequisites for CA Service Management 17.3.0.16.................................................................................468 Install CA Service Management 17.3.0.16 (Windows)........................................................................................... 470 Install CA Service Management 17.3.0.16 (Linux)................................................................................................. 473 Validate CA Service Management 17.3.0.16 Installation........................................................................................474 Post-Installation Tasks for CA Service Management 17.3.0.16............................................................................. 476 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.16......................................................................... 486 Uninstall CA Service Management 17.3.0.16......................................................................................................... 498 Installing CA Service Management 17.3.0.15............................................................................................................ 502 Install Prerequisites for CA Service Management 17.3.0.15.................................................................................503 Install CA Service Management 17.3.0.15 (Windows)........................................................................................... 505 Install CA Service Management 17.3.0.15 (Linux)................................................................................................. 508 Validate CA Service Management 17.3.0.15 Installation........................................................................................509 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.15......................................................................... 511 Post-Installation Tasks for CA Service Management 17.3.0.15............................................................................. 523 Uninstall CA Service Management 17.3.0.15......................................................................................................... 532 Installing CA Service Management 17.3.0.14............................................................................................................ 536 Install Prerequisites for CA Service Management 17.3.0.14.................................................................................537 Install CA Service Management 17.3.0.14 (Windows)........................................................................................... 539 Install CA Service Management 17.3.0.14 (Linux)................................................................................................. 542 Validate CA Service Management 17.3.0.14 Installation........................................................................................543 Post-Installation Tasks for CA Service Management 17.3.0.14............................................................................. 545 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.14......................................................................... 554 Uninstall CA Service Management 17.3.0.14......................................................................................................... 566 Installing CA Service Management 17.3.0.13............................................................................................................ 570 Install Prerequisites for CA Service Management 17.3.0.13.................................................................................571 5 CA Service Management - 17.3 Install CA Service Management 17.3.0.13 (Windows)........................................................................................... 573 Install CA Service Management 17.3.0.13 (Linux)................................................................................................. 576 Install CA Service Management 17.3.0.13 Containers...........................................................................................577 Validate CA Service Management 17.3.0.13 Installation........................................................................................578 Post-Installation Tasks for CA Service Management 17.3.0.13............................................................................. 579 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.13......................................................................... 588 Uninstall CA Service Management 17.3.0.13......................................................................................................... 599 Installing CA Service Management 17.3.0.12............................................................................................................ 603 Install Prerequisites for CA Service Management 17.3.0.12.................................................................................604 Install CA Service Management 17.3.0.12 (Windows)........................................................................................... 606 Install CA Service Management 17.3.0.12 (Linux)................................................................................................. 609 Install CA Service Management 17.3.0.12 Containers...........................................................................................610 Validate CA Service Management 17.3.0.12 Installation........................................................................................611 Post-Installation Tasks for CA Service Management 17.3.0.12............................................................................. 612 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.12......................................................................... 620 Uninstall CA Service Management 17.3.0.12......................................................................................................... 630 Installing CA Service Management 17.3.0.11............................................................................................................ 634 Install Prerequisites for CA Service Management 17.3.0.11.................................................................................635 Install CA Service Management 17.3.0.11 (Windows)........................................................................................... 637 Install CA Service Management 17.3.0.11 (Linux)................................................................................................. 640 Install CA Service Management 17.3.0.11 Containers........................................................................................... 641 Validate CA Service Management 17.3.0.11 Installation........................................................................................642 Post-Installation Tasks for CA Service Management 17.3.0.11..............................................................................643 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.11..........................................................................651 Uninstall CA Service Management 17.3.0.11......................................................................................................... 661 Installing CA Service Management 17.3.0.10............................................................................................................ 664 Install Prerequisites for CA Service Management 17.3.0.10..................................................................................665 Install CA Service Management 17.3.0.10 (Windows)........................................................................................... 667 Install CA Service Management 17.3.0.10 (Linux)................................................................................................. 670 Install CA Service Management 17.3.0.10 Containers...........................................................................................671 Validate CA Service Management 17.3.0.10 Installation........................................................................................672 Post-Installation Tasks for CA Service Management 17.3.0.10............................................................................. 673 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.10......................................................................... 681 Uninstall CA Service Management 17.3.0.10.........................................................................................................689 Installing CA Service Management 17.3.0.9.............................................................................................................. 693 Install Prerequisites for CA Service Management 17.3.0.9....................................................................................694 Install CA Service Management 17.3.0.9 (Windows)............................................................................................. 696 Install CA Service Management 17.3.0.9 (Linux)................................................................................................... 698 Install CA Service Management 17.3.0.9 Containers.............................................................................................700 Validate CA Service Management 17.3.0.9 Installation..........................................................................................700 6 CA Service Management - 17.3 Post-Installation Tasks for CA Service Management 17.3.0.9............................................................................... 701 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.9........................................................................... 709 Uninstall CA Service Management 17.3.0.9...........................................................................................................717 Installing CA Service Management 17.3.0.8.............................................................................................................. 720 Install Prerequisites for CA Service Management 17.3.0.8....................................................................................721 Install CA Service Management 17.3.0.8 (Windows)............................................................................................. 724 Install CA Service Management 17.3.0.8 (Linux)................................................................................................... 726 Install CA Service Management 17.3.0.8 Containers.............................................................................................728 Validate CA Service Management 17.3.0.8 Installation..........................................................................................728 Post-Installation Tasks for CA Service Management 17.3.0.8............................................................................... 729 Post-Installation Tasks for CA SDM Advanced Availability 17.3.0.8............................................................... 736 Uninstall CA Service Management 17.3.0.8...........................................................................................................743 Installing CA Service Management 17.3.0.7.............................................................................................................. 747 Install Prerequisites for CA Service Management 17.3.0.7....................................................................................747 Install CA Service Management 17.3.0.7 (Windows)............................................................................................. 750 Install CA Service Management 17.3.0.7 (Linux)................................................................................................... 752 Install CA Service Management 17.3.0.7 Containers.............................................................................................754 Validate CA Service Management 17.3.0.7 Installation..........................................................................................754 Post-Installation Tasks for CA Service Management 17.3.0.7............................................................................... 755 Post-Installation Tasks for CA SDM Advanced Availability 17.3.0.7............................................................... 762 Uninstall CA Service Management 17.3.0.7...........................................................................................................768 Installing CA Service Management 17.3.0.6.............................................................................................................. 772 Install Prerequisites for CA Service Management 17.3.0.6....................................................................................773 Install CA Service Management 17.3.0.6 (Windows)............................................................................................. 775 Install CA Service Management 17.3.0.6 (Linux)................................................................................................... 777 Install CA Service Management 17.3.0.6 Containers.............................................................................................778 Validate CA Service Management 17.3.0.6 Installation..........................................................................................781 Post-Installation Tasks for CA Service Management 17.3.0.6............................................................................... 782 Post-Installation Tasks for CA SDM Advanced Availability 17.3.0.6............................................................... 789 Uninstall CA Service Management 17.3.0.6...........................................................................................................794 Installing CA Service Management 17.3.0.5.............................................................................................................. 798 Install Prerequisites for CA Service Management 17.3.0.5....................................................................................799 Install CA Service Management 17.3.0.5 (Windows)............................................................................................. 801 Install CA Service Management 17.3.0.5 (Linux)................................................................................................... 803 Install CA Service Management 17.3.0.5 Containers.............................................................................................804 Validate CA Service Management 17.3.0.5 Installation..........................................................................................807 Post-Installation Tasks for CA Service Management 17.3.0.5............................................................................... 808 Post-Installation Tasks for CA SDM Advance Availability 17.3.0.5................................................................. 814 Uninstall CA Service Management 17.3.0.5...........................................................................................................818 Installing CA Service Management 17.3.0.4.............................................................................................................. 823 7 CA Service Management - 17.3 Install Prerequisites for CA Service Management 17.3.0.4....................................................................................824 Install CA Service Management 17.3.0.4 (Windows)............................................................................................. 825 Install CA Service Management 17.3.0.4 (Linux)................................................................................................... 827 Install CA Service Management 17.3.0.4 Containers.............................................................................................829 Validate CA Service Management 17.3.0.4 Installation..........................................................................................831 Post-Installation Tasks for CA Service Management 17.3.0.4............................................................................... 832 Post-Installation Tasks for CA SDM Advance Availability 17.3.0.4................................................................. 837 Uninstall CA Service Management 17.3.0.4...........................................................................................................841 Installing CA Service Management 17.3.0.3.............................................................................................................. 845 Install Prerequisites for CA Service Management 17.3.0.3....................................................................................846 Install CA Service Management 17.3.0.3 (Windows)............................................................................................. 848 Install CA Service Management 17.3.0.3 (Linux)................................................................................................... 850 Install CA Service Management 17.3.0.3 Containers.............................................................................................852 Validate CA Service Management 17.3.0.3 Installation..........................................................................................854 Post-Installation Tasks for CA Service Management 17.3.0.3............................................................................... 855 Post-Installation Tasks for CA SDM Advance Availability 17.3.0.3................................................................. 859 Uninstall CA Service Management 17.3.0.3...........................................................................................................861 Installing CA Service Management 17.3.0.2.............................................................................................................. 866 Install Prerequisites for CA Service Management 17.3.0.2....................................................................................867 Install CA Service Management 17.3.0.2 (Windows)............................................................................................. 868 Install CA Service Management 17.3.0.2 (Linux)................................................................................................... 870 Install CA Service Management 17.3.0.2 Containers.............................................................................................871 Validate CA Service Management 17.3.0.2 Installation..........................................................................................874 Post-Installation Tasks for CA Service Management 17.3.0.2............................................................................... 875 Post-Installation Tasks for CA SDM Advance Availability 17.3.0.2................................................................. 879 Uninstall CA Service Management 17.3.0.2...........................................................................................................881 Installing CA Service Management 17.3.0.1.............................................................................................................. 885 Install Prerequisites for CA Service Management 17.3.0.1....................................................................................886 Install CA Service Management 17.3.0.1 (Windows)............................................................................................. 887 Install CA Service Management 17.3.0.1 (Linux)................................................................................................... 890 Install CA Service Management 17.3.0.1 Containers.............................................................................................891 Validate CA Service Management 17.3.0.1 Installation..........................................................................................894 Post-Installation Tasks for CA Service Management 17.3.0.1............................................................................... 895 Post-Installation Tasks for CA SDM Advance Availability 17.3.0.1................................................................. 899 Uninstall CA Service Management 17.3.0.1...........................................................................................................900 CA Service Management 17.3 Solution Architecture............................................................................................... 905 CA Asset Portfolio Management Product Architecture........................................................................................... 905 CA Service Catalog Product Architecture.................................................................................................................906 CA Service Desk Manager Product Architecture..................................................................................................... 910 Installation Prerequisites.............................................................................................................................................916 8 CA Service Management - 17.3 Operating System Requirements............................................................................................................................ 916 Server and Hardware Requirements...................................................................................................................... 920 Software Requirements...........................................................................................................................................925 Database Requirements..........................................................................................................................................927 Supported Ports and Port Ranges......................................................................................................................... 928 Supported Browser and Network Settings..............................................................................................................931 Pre Installation Considerations.................................................................................................................................. 931 CA Service Management Default User Information............................................................................................... 931 CA Service Desk Manager Considerations............................................................................................................ 932 Considerations for Conventional Configuration............................................................................................... 944 Considerations for Advanced Availability........................................................................................................ 946 xFlow Interface Considerations....................................................................................................................... 957 CABI JasperReports Server (Insights) Considerations................................................................................... 958 CA Service Catalog Considerations....................................................................................................................... 959 CA Asset Portfolio Manager Considerations.......................................................................................................... 961 Oracle Real Application Clusters (RAC) Considerations........................................................................................962 Installing CA Service Management 17.3.................................................................................................................... 964 Installing Common Components (CA EEM, Jaspersoft, and CA Process Automation)......................................... 964 Jaspersoft for CA Service Management..........................................................................................................964 Install CA Process Automation for CA Service Management....................................................................... 1078 Install CA EEM for CA Service Management............................................................................................... 1080 Enable and Configure Telemetry Services........................................................................................................... 1081 Installing CA Service Desk Manager.................................................................................................................... 1083 CA SDM Advanced Availability Server Configuration Details....................................................................... 1088 CA SDM Conventional Server Configuration Details.................................................................................... 1093 Search Server Configuration Details............................................................................................................. 1097 xFlow Interface Configuration Details............................................................................................................1098 Verify CA Service Desk Manager Installation................................................................................................1100 Securing CA SDM from Cross-Site Scripting Vulnerabilities.........................................................................1100 Installing Web Screen Painter.............................................................................................................................. 1102 Installing CA Service Catalog............................................................................................................................... 1102 Installing CA Asset Portfolio Management........................................................................................................... 1105 Post Installation Tasks...............................................................................................................................................1109 CA Service Desk Manager Post Installation Tasks.............................................................................................. 1109 Post-Install Tasks After Installing CA SDM 17.3........................................................................................... 1109 Post-Install Tasks After Installing CA SDM 17.3 on CA SDM 17.1............................................................... 1112 Post-Install Tasks After Installing CA SDM 17.3 on CA SDM 17.0............................................................... 1115 Post-Install Tasks After Installing CA SDM 17.3 on CA SDM 14.1............................................................... 1115 CA Service Catalog Post Installation Tasks......................................................................................................... 1116 Integrate Pre-Installed Solution Components................................................................................................1124 9 CA Service Management - 17.3 CA Asset Portfolio Management Post Installation Tasks..................................................................................... 1125 (Optional) Configure Secure Network Communication..................................................................................1126 Additional Components Configuration........................................................................................................... 1128 Apache Tomcat Configuration........................................................................................................................1132 Post-Install Tasks After Installing CA APM on Oracle Database.................................................................. 1132 CA Service Management Solution Integration........................................................................................................1134 CA Service Desk Manager and Common Components.......................................................................................1135 CA Service Catalog and Common Components.................................................................................................. 1144 CA Asset Portfolio Management and Common Components.............................................................................. 1148 CA Service Desk Manager and CA Service Catalog........................................................................................... 1148 CA Service Desk Manager and CA Asset Portfolio Management........................................................................1151 CA Service Catalog and CA Asset Portfolio Management...................................................................................1154 Uninstalling CA Service Management..................................................................................................................... 1155 Post-Backout Tasks...............................................................................................................................................1159 Upgrading........................................................................................................................................ 1160 Why Upgrade to CA Service Management 17.3?....................................................................................................1161 Pre-Planning for an Upgrade.................................................................................................................................... 1162 Upgrade Tools.............................................................................................................................................................1164 Upgrade to CA Service Management 17.3.............................................................................................................. 1165 Upgrading to CA Service Desk Manager 17.3..................................................................................................... 1166 Upgrade Prerequisites - CA SDM................................................................................................................. 1167 Pre-Upgrade Tasks........................................................................................................................................ 1168 Upgrade CA Support Automation to CA SDM 17.3...................................................................................... 1174 How to Upgrade Oracle Database Client......................................................................................................1176 Install and Configure Apache Tomcat........................................................................................................... 1177 Upgrade Tomcat and JRE (CASM Admin).................................................................................................... 1179 Upgrade Tomcat and JRE (CAF ITAM)......................................................................................................... 1179 Perform the CA SDM Post-Upgrade Tasks................................................................................................... 1180 Upgrading to CA Service Catalog 17.3................................................................................................................ 1192 Upgrade Prerequisites and Planning Consideration..................................................................................... 1193 Traditional and Migration Model Upgrades................................................................................................... 1197 Post-Upgrade Tasks - CA Service Catalog................................................................................................... 1200 Upgrading to CA Asset Portfolio Management 17.3............................................................................................ 1202 Post-Upgrade Tasks for CA APM 17.3..........................................................................................................1204 Upgrade Troubleshooting...............................................................................................................................1208 Swing-Box Methods to Upgrade to CA Service Management 17.3..................................................................... 1209 CA Service Desk Manager (SDM) - Swing Box Migration............................................................................ 1210 CA Service Catalog - Swing Box Migration.................................................................................................. 1224 Use Case 1 - Swing-Box Migration to Upgrade CA Service Management 17.3 and Above......................... 1237 10 CA Service Management - 17.3 Use Case 2 – CA Service Management 17.3.0.3 Swing Box Move from the Production to the Target Server............................................................................................................................................................. 1381 Administering..................................................................................................................................1414 Administering CA Service Management..................................................................................................................1414 Administrative Service Offerings........................................................................................................................... 1416 Manage Tenants....................................................................................................................................................1416 Map Tenancy Structures across Products in the Solution.............................................................................1417 Manage Service Management Roles....................................................................................................................1419 Manage Users....................................................................................................................................................... 1422 Manage LDAP Servers......................................................................................................................................... 1423 Configure Common Components......................................................................................................................... 1424 Manage Product Integrations................................................................................................................................1425 Business Value Dashboards................................................................................................................................. 1426 Know When the Business Value Dashboards are Available......................................................................... 1426 Review the Business Value Dashboards Prerequisites.................................................................................1427 Determine the Business Value Dashboards User Permissions.....................................................................1428 Configure the Business Value Dashboard Reports....................................................................................... 1428 Learn How to Schedule the Business Value Dashboard Reports.................................................................1429 Understand the Important Metrics................................................................................................................. 1431 Offline Reporting through Microsoft SQL Server Database Replication...............................................................1432 Verify the Prerequisites..................................................................................................................................1436 Back up and restore the existing MDB instance........................................................................................... 1436 Implement Replication....................................................................................................................................1438 Troubleshoot offline reporting........................................................................................................................ 1450 Convert a PFX Keystore to a Java Keystore....................................................................................................... 1451 Transparent Data Encryption for CA Service Management................................................................................. 1451 Enabling Transparent Data Encryption for Microsoft SQL Server Database................................................ 1451 Enabling Transparent Data Encryption for Oracle Database........................................................................ 1457 Configure Service Point............................................................................................................................................ 1461 Implementing CA Service Management Virtual Analyst....................................................................................... 1462 Install Virtual Analyst..................................................................................................................................... 1463 Offline Installation - CA Service Management Virtual Analyst...................................................................... 1466 Train the NLU Server.....................................................................................................................................1468 Configure Virtual Analyst in Service Desk Manager..................................................................................... 1469 Define the User Context....................................................................................................................................... 1478 Customizing Service Point appearance................................................................................................................1479 Add Additional Information....................................................................................................................................1479 Define the Default Categories...............................................................................................................................1480 Manage Ticket Attributes...................................................................................................................................... 1480 Service Point Request Approval Process.............................................................................................................1482 11 CA Service Management - 17.3 Manage Features.................................................................................................................................................. 1483 Set Up My Resources...........................................................................................................................................1485 Manage CA Service Catalog Featured Offerings................................................................................................. 1486 View Knowledge Base Articles from Service Point.............................................................................................. 1487 Manage Smart Search.......................................................................................................................................... 1488 Enable the Guest Login........................................................................................................................................ 1489 Configure the xFlow Interface.................................................................................................................................. 1490 Configure Security Plugin to Access the Search Server......................................................................................1490 Enable Services for xFlow Interface..................................................................................................................... 1492 Configure Search Server Cluster..........................................................................................................................1492 Configure Search Servers in CA SDM................................................................................................................. 1494 Configure Event-Based Load................................................................................................................................1495 Perform Initial Load and Refresh Index and Data on the Search Server.............................................................1496 View Configuration................................................................................................................................................ 1501 Command Bar....................................................................................................................................................... 1503 Configure the xFlow Interface Server Services.................................................................................................... 1506 Configure Suggested Experts Search........................................................................................................... 1506 Configure Suggested Solution Search.......................................................................................................... 1507 Configure Multi-faceted Search..................................................................................................................... 1507 Heat....................................................................................................................................................................... 1508 Ticket Attributes..................................................................................................................................................... 1511 Weather................................................................................................................................................................. 1512 Work Stream......................................................................................................................................................... 1513 Push Notification Service...................................................................................................................................... 1514 Enable the Research Tool Extension................................................................................................................... 1516 Configure the xFlow Interface Cache Size........................................................................................................... 1517 Enable SAML Authentication for xFlow Interface................................................................................................. 1518 Configuration Changes for xFlow Interface.......................................................................................................... 1519 App Launcher - Apps Configuration and Role Switching..................................................................................... 1520 Manage Chat.........................................................................................................................................................1524 Administer the xFlow Interface.................................................................................................................................1526 Display the User Information................................................................................................................................ 1526 Customize the Branding........................................................................................................................................1527 Modify Date and Time Format.............................................................................................................................. 1530 Manage Attachments............................................................................................................................................ 1530 Team Messages.................................................................................................................................................... 1531 Configure External Redirect URL on Logout........................................................................................................ 1532 Configure SSO for xFlow Interface/Service Point................................................................................................ 1532 Administer Insights.................................................................................................................................................... 1532 Insights Architecture Diagram............................................................................................................................... 1536 12 CA Service Management - 17.3 Transactional Reports........................................................................................................................................... 1538 Add Custom Attributes to Reporting Domains.............................................................................................. 1539 Editing Reporting Domains for Untenanted CA SDM................................................................................... 1544 Configure JasperReports Whitelist for Transactional Reporting....................................................................1544 Configure Multiple Domsrvr for Transactional Domain Reports.................................................................... 1544 Aggregate Reports................................................................................................................................................ 1545 Configure CA Service Desk Manager...................................................................................................................... 1550 Configuring CA SDM Servers............................................................................................................................... 1551 Changing the Server Configuration from Conventional to Advanced Availability.......................................... 1552 Changing the Server Configuration from Advanced Availability to Conventional Configuration.................... 1554 How to Configure Surveys.................................................................................................................................... 1555 Create a Managed Survey............................................................................................................................ 1557 Create a Survey Template............................................................................................................................. 1560 How to Configure Notifications............................................................................................................................. 1564 Create a Notification Method......................................................................................................................... 1570 Create a Notification Rule............................................................................................................................. 1571 Create Message Templates........................................................................................................................... 1574 Create a Manual Notification......................................................................................................................... 1576 How to Set Up Notification for an Activity..................................................................................................... 1578 Configure CA SDM and the Components............................................................................................................ 1586 How to Move the Authentication Module to an External Server................................................................... 1589 Server Configuration Utility............................................................................................................................ 1593 Configure the CA SDM Environment....................................................................................................................1601 How to Configure the Employee and Guest Interface.................................................................................. 1602 How to Configure the Web Interface.............................................................................................................1603 How to Configure Integrated Windows Authentication for CA SDM............................................................. 1608 Search Engine Configuration.........................................................................................................................1609 How to Enable Auto-Failover.........................................................................................................................1611 Screen Reader Usage................................................................................................................................... 1612 Deploy the Health Servlet on the Application Server....................................................................................1613 Managing Servers................................................................................................................................................. 1614 How to Start the CA SDM Servers............................................................................................................... 1619 How to Stop the CA SDM Servers................................................................................................................1621 How to Configure Processes for CA SDM Servers.......................................................................................1623 How to Perform Rolling Maintenance on CA SDM Servers..........................................................................1633 How to Configure SSL Authentication........................................................................................................... 1637 System Configurations................................................................................................................................... 1642 Configure a Dedicated Domsrvr for SOAP Web Service - Advanced Availability......................................... 1645 Managing Your Database......................................................................................................................................1646 Database Backup...........................................................................................................................................1646 13 CA Service Management - 17.3 Database Restore.......................................................................................................................................... 1647 Database Table Replacement........................................................................................................................1648 Data Dereferencing........................................................................................................................................ 1653 Use the Dbadmin Mode.................................................................................................................................1655 How to Use pdm_deref Example.................................................................................................................. 1656 Database Loader............................................................................................................................................1658 Drop and Restore Constraints....................................................................................................................... 1660 How to Create and Use an Input File........................................................................................................... 1660 How to Archive and Purge Historical Data....................................................................................................1661 Setting Up Multi-Tenancy...................................................................................................................................... 1667 How to Implement Multi-Tenancy.................................................................................................................. 1668 Manage Multi-Tenancy................................................................................................................................... 1675 How to Export and Import Tenant Data.........................................................................................................1679 Utilities Used for Multi-Tenancy..................................................................................................................... 1680 Setting Up Terms of Usage........................................................................................................................... 1685 Handling the Open Redirect Vulnerability Issue in "LINK WITH BOPSID URL" Parameter................................. 1687 Setting Up Security............................................................................................................................................... 1687 User Authentication........................................................................................................................................1691 Establishing Support Structure............................................................................................................................. 1694 Setting Up Your CA SDM System................................................................................................................. 1695 Setting Up Category or Area......................................................................................................................... 1730 Install Incident Tracking................................................................................................................................. 1747 Related Ticket Activities.................................................................................................................................1748 Priority Calculation......................................................................................................................................... 1749 How to Set Up the Attachments Library........................................................................................................1761 Service Level Agreements (SLA).................................................................................................................. 1766 Automatic Closure of Tickets.........................................................................................................................1787 Search Attachments.......................................................................................................................................1788 Create an Announcement..............................................................................................................................1788 File Types.......................................................................................................................................................1790 Auto Assignment................................................................................................................................................... 1791 How Auto Assignment Assigns Tickets......................................................................................................... 1795 How to Begin Implementing Auto Assignment.............................................................................................. 1809 Create a Stored Query.................................................................................................................................. 1816 Manage Roles....................................................................................................................................................... 1817 Create Help Sets........................................................................................................................................... 1825 How to Manage Roles Using Menu Trees.................................................................................................... 1826 How Role-Based Navigation Works.............................................................................................................. 1829 Create a Functional Access Area..................................................................................................................1837 Role-Based Security...................................................................................................................................... 1840 14 CA Service Management - 17.3 Configuring User Accounts................................................................................................................................... 1843 User Profile Picture Synchronization from LDAP Server.............................................................................. 1845 Working with Special Handling Types........................................................................................................... 1845 Special Handling Types Options....................................................................................................................1847 Contact Types................................................................................................................................................ 1849 How to integrate CA SDM with LDAP...........................................................................................................1850 Create Contacts in Batch Mode Using LDAP Data.......................................................................................1860 Test Connections to LDAP Directories.......................................................................................................... 1864 Error Messages for Failed Connections to LDAP Directories....................................................................... 1867 Configuration File Modification..............................................................................................................................1869 Creating the Business Structure........................................................................................................................... 1877 CA SDM User Authentication............................................................................................................................... 1884 Encrypt Session IDs to Address Vulnerability Issues...........................................................................................1887 Retry Mechanism for CA SDM and CA Process Automation Workflow Options..................................................1888 Apache HTTP Load Balancer for CA SDM.......................................................................................................... 1888 How to Configure the F5 Load Balancer for CA Service Desk Manager............................................................. 1891 Prerequisites for configuring the F5 Load Balancer......................................................................................1891 Create a Custom Health Monitor...................................................................................................................1891 Create an F5 Pool for the CA Service Desk Manager Application Server....................................................1892 Create an F5 Virtual Server or Node for CA Service Desk Manager........................................................... 1893 Verify the F5 Load Balancer Configuration................................................................................................... 1894 How to Configure the Mailbox to Handle Inbound Emails................................................................................... 1894 Choose a Notification Phrase........................................................................................................................ 1899 Define a Mailbox............................................................................................................................................ 1903 Connecting Maileater to Office 365 Mail....................................................................................................... 1919 How to Connect CA SDM to the Office365 Servers Using SSL................................................................... 1920 How to Configure Email Replies................................................................................................................... 1920 How Does the Maileater Process Inbound Emails?......................................................................................1924 How to Set Up the Data Partition.........................................................................................................................1924 Create an Access Type................................................................................................................................. 1927 Data Partitions................................................................................................................................................1930 How to Perform Proactive Monitoring for CA SDM.............................................................................................. 1934 How to Configure Multiple CA SDM Web Engines on Application Servers?........................................................1935 Administering CA Service Desk Manager............................................................................................................... 1937 Options Manager...................................................................................................................................................1937 Add HTTP Headers in CA SDM Options Manager....................................................................................... 1969 Install/Uninstall Options Manager Options.................................................................................................... 1970 Multi-Tenancy.........................................................................................................................................................1975 Service Provider.............................................................................................................................................1975 How Multi-Tenancy Works............................................................................................................................. 1976 15 CA Service Management - 17.3 User Interface Impact.................................................................................................................................... 1980 Support Automation Impact........................................................................................................................... 1981 Knowledge Management Impact................................................................................................................... 1982 Create a Remote Reference.................................................................................................................................1983 Audit Log List........................................................................................................................................................ 1983 Define Form Groups............................................................................................................................................. 1984 SOAP Web Services Policy.................................................................................................................................. 1985 Create a SOAP Web Services Error Type.................................................................................................... 1985 Create a SOAP Web Services Policy........................................................................................................... 1986 Manage Service Type and Service Type Events..................................................................................................1987 Create a Service Target Template........................................................................................................................ 1991 Create Log Interval Configuration.........................................................................................................................1992 How to Manage Contact Groups.......................................................................................................................... 1993 CA SDM Environment Promotion......................................................................................................................... 1996 CA SDM Configuration and Customization................................................................................................... 1998 SDMP Config Properties File.........................................................................................................................2004 Object Data Promotion.................................................................................................................................. 2005 CA SDM Environment Promotion Limitations................................................................................................2014 Web Services for CA SDM - Best Practices and Recommendations...................................................................2015 Macros and Events............................................................................................................................................... 2016 Event.............................................................................................................................................................. 2020 Tags Used with Maileater..................................................................................................................................... 2022 License Usage.......................................................................................................................................................2029 CA CMDB Administration......................................................................................................................................2030 Configuration Item Classes............................................................................................................................2031 Configuration Item Families........................................................................................................................... 2031 Configuration Item List...................................................................................................................................2032 Maintain Relationships................................................................................................................................... 2033 Configuration Audits.......................................................................................................................................2034 Configuration Control..................................................................................................................................... 2037 MDR-Management......................................................................................................................................... 2042 Reconciliation Management...........................................................................................................................2045 Transaction Work-Area.................................................................................................................................. 2046 CA CMDB Data Maintenance........................................................................................................................2048 System...................................................................................................................................................................2048 Configuration.................................................................................................................................................. 2049 Current Locks.................................................................................................................................................2054 Interval Logging..............................................................................................................................................2055 Servers........................................................................................................................................................... 2056 Enable SAML Authentication for CA SDM........................................................................................................... 2057 16 CA Service Management - 17.3 Configuring CA Service Catalog.............................................................................................................................. 2066 Manage Business Units and Tenant Administration............................................................................................. 2067 Configure Common Tenant Administration....................................................................................................2069 Manage Common Tenants.............................................................................................................................2074 Configure Stand-Alone Business Units......................................................................................................... 2075 Manage Users and Assign Roles......................................................................................................................... 2078 Step 1 - Manage Users................................................................................................................................. 2081 Step 2 - Assign Roles................................................................................................................................... 2085 Manage Users with CA EEM................................................................................................................................2090 Step 1 - Import Users into the Database...................................................................................................... 2091 Step 2 - (Optional) Create User-Defined Groups..........................................................................................2097 Enable External Authentication of Users.............................................................................................................. 2098 Configure CA Service Catalog to Use Secure Socket Layer............................................................................... 2100 Reconfigure Service Catalog using the Setup Utility............................................................................................2105 Configuration Files................................................................................................................................................ 2110 Configuration Settings....................................................................................................................................2110 Manage Configuration Options for CA Service Catalog................................................................................2112 Set Accounting Configuration Options...........................................................................................................2122 Set Administration Configuration Options......................................................................................................2134 How to Configure the F5 Load Balancer for CA Service Catalog Server............................................................ 2146 Administering CA Service Catalog...........................................................................................................................2149 Migrate Data Between CA Service Catalog Systems using the Import Export Utility...........................................2149 Object Type Attributes................................................................................................................................... 2151 CA Service Catalog Clustering............................................................................................................................. 2153 Clustering Prerequisites................................................................................................................................. 2154 How to Setup Horizontal Clustering Nodes for CA Service Catalog............................................................. 2155 NTLM Authentication for Cluster................................................................................................................... 2157 Load Balancing for Cluster Nodes................................................................................................................ 2158 CA EEM Requirements for CA Service Catalog Clustering.......................................................................... 2164 Archive and Purge Historical Data....................................................................................................................... 2164 Diagnose the Health of the Product..................................................................................................................... 2167 Deploy CA Service Catalog on a Custom Web Server........................................................................................2170 Deploy and Undeploy Components from the Command Line..............................................................................2173 Perform Maintenance............................................................................................................................................ 2175 Files to Back Up Regularly............................................................................................................................2176 Update the CA EEM Host Name and Application Names............................................................................ 2177 Update the Database Host, Password, Instance, Service Name, or Port..................................................... 2178 Update the Host Name and Port Number Using the ant Command............................................................. 2178 Update the Password of the Database User................................................................................................ 2179 Import and Export Offering in CA Service Catalog.............................................................................................. 2180 17 CA Service Management - 17.3 Enable SAML Authentication for Service Catalog................................................................................................ 2181 Configuring CA Asset Portfolio Management.........................................................................................................2187 Configurations........................................................................................................................................................2188 Page Configuration by Asset Families and Legal Templates............................................................................... 2189 How to Configure the User Interface....................................................................................................................2191 Custom Relationships.................................................................................................................................... 2191 Event and Notification Configuration for CA APM.........................................................................................2192 Extended Field Configuration........................................................................................................................ 2194 Field Data Validation Configuration............................................................................................................... 2195 Hierarchy Configuration................................................................................................................................. 2197 Legal Template Configuration........................................................................................................................ 2198 List Management............................................................................................................................................2199 Manage Buttons............................................................................................................................................. 2202 Manage Fields................................................................................................................................................2203 Manage Hyperlinks........................................................................................................................................ 2207 Manage Menu Options.................................................................................................................................. 2207 Manage Object Access..................................................................................................................................2208 Manage Tabs..................................................................................................................................................2210 Reference Field Configuration....................................................................................................................... 2211 Search Configuration..................................................................................................................................... 2215 Administering CA Asset Portfolio Management..................................................................................................... 2223 Administration........................................................................................................................................................ 2223 Log In to CA APM................................................................................................................................................ 2224 Maintaining Security.............................................................................................................................................. 2224 Managing Product Components........................................................................................................................... 2234 Implementing Multi-Tenancy..................................................................................................................................2249 How to Secure CA APM Data with Filters............................................................................................................2255 How to Delete Unused Files from CA APM......................................................................................................... 2259 Purge Audit Data Administration........................................................................................................................... 2260 Import Data............................................................................................................................................................2263 How to Delete Data with the Data Importer.................................................................................................. 2263 How to Import Data....................................................................................................................................... 2277 How to Submit a Data Import Using a Process Workflow............................................................................ 2290 How to Submit a Data Import Using the Command Line..............................................................................2293 Managing Product-Provided Data Imports.................................................................................................... 2295 CA APM Environment Promotion......................................................................................................................... 2297 How to Promote Configurations and Content from the Source to the Target Systems................................. 2299 CA APM Environment Promotion Limitations................................................................................................2302 Object Status After Mapping from Source to Target Systems...................................................................... 2302 Enable SSL Configuration for CA Service Management Solution........................................................................ 2304 18 CA Service Management - 17.3 Authenticate the Users of xFlow Interface........................................................................................................... 2305 SSL Configurator Utility Wizard for CA Service Management............................................................................. 2305 Moving the CA MDB Data from the Source to the Target Systems......................................................................2317 Impacted CA Service Management Configuration Tables.................................................................................... 2318 Moving the CA MDB Database on Microsoft SQL Server................................................................................... 2319 Moving the CA MDB Database on Oracle........................................................................................................... 2324 Building............................................................................................................................................2330 Building CA Service Desk Manager......................................................................................................................... 2330 Modify Notification Methods..................................................................................................................................2330 Query and Message Modifications....................................................................................................................... 2335 Activity Notification Messages Modifications................................................................................................. 2335 ITIL-Specific Queries......................................................................................................................................2338 Scoreboard Queries....................................................................................................................................... 2339 Web Interface Modifications..................................................................................................................................2343 How to Modify Schema Using Web Screen Painter..................................................................................... 2346 How to Modify the Web Interface using Web Screen Painter.......................................................................2358 HTML Templates (HTMPL Form).................................................................................................................. 2372 HTMPL Tags.................................................................................................................................................. 2378 Server Variables.............................................................................................................................................2389 Supported Server Operations........................................................................................................................ 2392 Advanced Modifications................................................................................................................................. 2398 Event Log Data Storage Modification................................................................................................................... 2414 Print CA SDM Web Pages................................................................................................................................... 2416 Legacy Reports Modification.................................................................................................................................2416 Custom Report Design.................................................................................................................................. 2417 Report Template Reference...........................................................................................................................2422 Web Services Management.................................................................................................................................. 2432 Access Control and Management................................................................................................................. 2438 CA SDM Objects............................................................................................................................................2443 Credential Authentication............................................................................................................................... 2446 ITIL Methodology........................................................................................................................................... 2447 Public Key Infrastructure (PKI) Authentication.............................................................................................. 2449 Public Key Infrastructure (PKI) Authentication for CXF.................................................................................2452 Session and Authorization............................................................................................................................. 2455 Tips for SOAP Web Services Clients............................................................................................................ 2455 Tips for SOAP Web Services Clients for CXF.............................................................................................. 2460 User Authentication and Authorization.......................................................................................................... 2465 CA SDM REST API.............................................................................................................................................. 2465 How to Use the Secret Key Authentication with REST API?........................................................................2466 How to Version System Customizations Across CA SDM Servers...................................................................... 2469 19 CA Service Management - 17.3 Using the Web Screen Painter (WSP)................................................................................................................. 2475 Open the CA Standard Version of a Form....................................................................................................2476 Insert Controls to a Form.............................................................................................................................. 2476 Add Controls to Detail Forms........................................................................................................................ 2477 Add Controls to List Forms............................................................................................................................2485 Customize a Form......................................................................................................................................... 2488 Control Properties.......................................................................................................................................... 2489 Menu Designer...............................................................................................................................................2497 List Designer.................................................................................................................................................. 2498 PDM Macro Definitions.................................................................................................................................. 2499 Security and Role Management.................................................................................................................... 2539 Building CA Service Catalog.................................................................................................................................... 2552 Guidelines for Modifying Catalog Content............................................................................................................ 2553 Frequently Asked Questions..........................................................................................................................2553 Catalog Entries...............................................................................................................................................2554 Service Specification......................................................................................................................................2557 Add Custom Fields to the User Interface............................................................................................................. 2559 Modify the Category, Class, and Subclass Lists.................................................................................................. 2560 Modify the User and Service Approval Level List................................................................................................ 2561 Modify the Request Status List.............................................................................................................................2562 Modify the Request Priority List............................................................................................................................2568 Modify the Typefaces Available for Notes in Requests........................................................................................ 2571 Modify XSL, XML, JavaScript, and Image Files................................................................................................... 2571 Increase the Number of Values for a Drop-Down Variable........................................................................... 2572 Modify the Branding.............................................................................................................................................. 2573 Change the Logos......................................................................................................................................... 2574 Modify the Login Page...................................................................................................................................2575 Modify the Theme.......................................................................................................................................... 2577 Modify Global Page Elements....................................................................................................................... 2579 Add a Custom Time Zone.................................................................................................................................... 2580 Customize the Online Help................................................................................................................................... 2581 Use Web Services to Automate Business Processes.......................................................................................... 2581 Step 1 - Verify the Prerequisites for Clients..................................................................................................2582 Step 2 - Deploy Web Services...................................................................................................................... 2583 Step 3 - Generate the WSDL File.................................................................................................................2583 Step 4 - Generate Java Stubs...................................................................................................................... 2583 Step 5 - Call each Web Service....................................................................................................................2584 Step 6 - (Optional) Specify Special Characters............................................................................................ 2585 Step 7 - Clients Invoke Login and Logout Methods......................................................................................2586 Step 8 - Add Attachments to Requests.........................................................................................................2586 20 CA Service Management - 17.3 View the API Documentation.........................................................................................................................2587 Use API Plug-ins to Load Data into Policies and Forms..................................................................................... 2587 Using................................................................................................................................................ 2592 Service Point...............................................................................................................................................................2592 Getting Started with Service Point........................................................................................................................2594 Log a Ticket from Service Point........................................................................................................................... 2595 Manage Tickets from Service Point......................................................................................................................2595 Resolve Your Ticket with Live Chat......................................................................................................................2597 xFlow Interface........................................................................................................................................................... 2598 FAQs About xFlow Interface................................................................................................................................. 2601 Configure the Mobile Attributes for Tickets.......................................................................................................... 2614 Manage Work from the xFlow Interface............................................................................................................... 2615 All About Work Streams................................................................................................................................ 2615 Prioritize Work with Heat............................................................................................................................... 2620 Manage Tickets.............................................................................................................................................. 2621 Manage Workflow Tasks................................................................................................................................ 2625 View the CA Process Automation Workflows................................................................................................2628 Create a Ticket in the xFlow Interface................................................................................................................. 2629 Search the xFlow Interface................................................................................................................................... 2631 View Knowledge Base Articles from the xFlow Interface..................................................................................... 2633 Research and Resolve a Ticket............................................................................................................................2637 Resolve Tickets with Contextual Collaboration.....................................................................................................2639 Manage Service Type Events (SLA) - xFlow Interface........................................................................................ 2642 Create Contact in the xFlow Interface..................................................................................................................2644 Insights........................................................................................................................................................................ 2645 FAQs About Insights............................................................................................................................................. 2646 Insights - Domains, Reports, Dashboards............................................................................................................2650 Using Transactional Reports.................................................................................................................................2653 Using Aggregate Reports......................................................................................................................................2659 Problem Management................................................................................................................................................ 2660 Issue Management..................................................................................................................................................... 2665 Define Status Transitions...................................................................................................................................... 2670 Status Transitions and Dependent Attribute Controls................................................................................... 2671 Status Transitions for Self-Service................................................................................................................ 2678 Define Issue Transitions........................................................................................................................................2680 Define Transition Types........................................................................................................................................ 2681 Issue Workflows.................................................................................................................................................... 2682 Add Activities to an Issue..................................................................................................................................... 2684 Activities Fields.............................................................................................................................................. 2684 Callback..........................................................................................................................................................2685 21 CA Service Management - 17.3 Escalate..........................................................................................................................................................2686 Log Comment.................................................................................................................................................2686 Manual Notify................................................................................................................................................. 2686 Research........................................................................................................................................................ 2687 Solution...........................................................................................................................................................2688 Transfer.......................................................................................................................................................... 2688 Update Status................................................................................................................................................ 2688 Define Custom Fields for an Issue....................................................................................................................... 2689 Incident Management.................................................................................................................................................2689 Request Management................................................................................................................................................ 2694 Request Management Using CA IT Asset Manager............................................................................................ 2694 Request Fulfillment........................................................................................................................................ 2694 How to Fulfill Requests from Inventory......................................................................................................... 2695 Request Management Using CA SDM................................................................................................................. 2697 Request Attachments.....................................................................................................................................2701 Add Activities to a Request........................................................................................................................... 2703 Request Management Workflows.................................................................................................................. 2704 Request Management Using CA Service Catalog............................................................................................... 2705 Approval Processes and Fulfillment Processes............................................................................................ 2705 Status Values................................................................................................................................................. 2707 Subscriptions and Requests.......................................................................................................................... 2717 Request Service Levels Reports................................................................................................................... 2717 Request Management from an Administrator Perspective............................................................................2718 Request Management from a User Perspective........................................................................................... 2782 Approve and Reject Requests Pending Action from a PDA......................................................................... 2791 Manage Requests Pending Action................................................................................................................ 2793 Delegate Catalog........................................................................................................................................... 2805 Change Management................................................................................................................................................. 2809 Configuration Audit and Control Facility............................................................................................................... 2810 Change Manager Responsibilities........................................................................................................................ 2813 CAB Responsibilities and CAB Groups................................................................................................................ 2816 CAB Console and Reporting.................................................................................................................................2818 Conflict Analysis and Collision Detection............................................................................................................. 2820 Implement the Risk Survey...................................................................................................................................2822 Impact Explorer..................................................................................................................................................... 2826 Change Orders......................................................................................................................................................2829 View Global Change Order Queue List.........................................................................................................2835 Attach Incidents, Problems, or Requests to a Change Order.......................................................................2836 Expedite a Change Order..............................................................................................................................2836 How to Schedule Change Orders................................................................................................................. 2837 22 CA Service Management - 17.3 Accumulate Costs and Time to a Change Order.......................................................................................... 2841 Change Order Configuration Items................................................................................................................2842 Change Order Workflows.............................................................................................................................. 2842 View Change Order Events........................................................................................................................... 2845 Add Activities to a Change Order..................................................................................................................2845 Change Calendar.................................................................................................................................................. 2851 View and Configure Scheduling Views..........................................................................................................2855 How to Schedule Change Windows..................................................................................................................... 2861 Ticket Management.................................................................................................................................................... 2864 Attach a Service Type Event................................................................................................................................ 2871 Edit Service Targets.............................................................................................................................................. 2872 Personalized Response........................................................................................................................................ 2876 Create a Ticket Template......................................................................................................................................2877 Save Search Filters...............................................................................................................................................2878 Create an Issue Template.....................................................................................................................................2879 Create a Parent-Child Relationship...................................................................................................................... 2880 Create Tickets....................................................................................................................................................... 2881 Use Knowledge to Resolve a Ticket.................................................................................................................... 2883 View Events...........................................................................................................................................................2884 How does Service Desk handle multiple updates in the same session to the same ticket?................................ 2885 Asset Management.....................................................................................................................................................2887 Audit History.......................................................................................................................................................... 2887 View an Audit History of Object Changes.....................................................................................................2888 View an Audit History of Events....................................................................................................................2889 Contract Management...........................................................................................................................................2889 Legal Documents........................................................................................................................................... 2890 Terms and Conditions.................................................................................................................................... 2893 Manage an Attachment..................................................................................................................................2894 Financial Management.......................................................................................................................................... 2896 Models............................................................................................................................................................ 2896 Assets.............................................................................................................................................................2899 Asset Configurations...................................................................................................................................... 2908 Costs and Payments......................................................................................................................................2910 Events and Notifications for CA APM........................................................................................................... 2913 Notes.............................................................................................................................................................. 2931 Hardware Asset Management.............................................................................................................................. 2932 Hardware Reconciliation................................................................................................................................ 2932 How to Reconcile...........................................................................................................................................2934 Data Normalization.........................................................................................................................................2934 Define a Reconciliation Rule......................................................................................................................... 2941 23 CA Service Management - 17.3 Define Reconciliation Update Options...........................................................................................................2941 Asset Matching Criteria..................................................................................................................................2942 Exclude an Ownership Asset from the Reconciliation Process.................................................................... 2944 Exclude an Asset Family from the Reconciliation Process........................................................................... 2945 Exclude an Asset Family Class or Subclass from the Reconciliation Process............................................. 2945 View the Reconciliation Results.................................................................................................................... 2946 Add Assets from Unreconciled Discovered Records.................................................................................... 2946 Manage Reconciliation Rules........................................................................................................................ 2948 Export the Reconciliation Results..................................................................................................................2948 Reconciliation Reports................................................................................................................................... 2949 Searching...............................................................................................................................................................2950 Object Searching............................................................................................................................................2950 Search Results Export................................................................................................................................... 2956 Search Results Mass Change....................................................................................................................... 2960 How to Configure Searches.......................................................................................................................... 2962 Software Asset Management................................................................................................................................ 2965 Software License Management..................................................................................................................... 2965 Software Internal Allocations......................................................................................................................... 2966 Software Assets............................................................................................................................................. 2968 Vendor Management............................................................................................................................................. 2968 Directories...................................................................................................................................................... 2968 Companies..................................................................................................................................................... 2968 Contacts......................................................................................................................................................... 2971 Organizations................................................................................................................................................. 2972 Locations........................................................................................................................................................ 2973 Sites................................................................................................................................................................2975 Configuration Management....................................................................................................................................... 2976 CORA.................................................................................................................................................................... 2976 Using the CORA Cleanup Utility................................................................................................................... 2981 Configuration Items............................................................................................................................................... 2983 Configuration Item Events and Logs............................................................................................................. 2992 CI Naming Conventions and Restrictions......................................................................................................2993 Add a Discovered Asset................................................................................................................................ 2994 Configuration Item Service Information......................................................................................................... 2994 CI Relationships.................................................................................................................................................... 2995 Configuration Item Information...................................................................................................................... 2999 Versioning.............................................................................................................................................................. 3001 CI Versioning Management........................................................................................................................... 3005 CMDB Versioning Terminology...................................................................................................................... 3014 Stage CI Transactions Before Loading into CMDB.............................................................................................. 3016 24 CA Service Management - 17.3 How To Load Transactions into the CMDB................................................................................................... 3016 How to Use the Web Interface to Update Data in the TWA......................................................................... 3017 Populating the TWA....................................................................................................................................... 3019 Transaction Work Area.................................................................................................................................. 3026 TWA Administration........................................................................................................................................3027 Define the Business Infrastructure........................................................................................................................3030 About MDR............................................................................................................................................................3031 Using the MDR Launcher.............................................................................................................................. 3034 Reconcile CI Ambiguities Using MDR........................................................................................................... 3044 CI Properties that Support MDR Federation................................................................................................. 3053 CA Configuration Automation MDRs............................................................................................................. 3054 How to Deploy CMDBf Web Services for Apache Axis................................................................................ 3057 Using GRLoader............................................................................................................................................ 3057 system_name Naming Convention................................................................................................................ 3058 How to Update Metadata Files for CMDBf Mapping.....................................................................................3058 CMDB Management..............................................................................................................................................3061 Populating CMDB...........................................................................................................................................3062 CMDB Visualizer Overview............................................................................................................................3064 CMDB Data Maintenance.............................................................................................................................. 3077 CMDB Visualizer............................................................................................................................................ 3085 CA Business Service Insight Integration....................................................................................................... 3087 Database Views............................................................................................................................................. 3087 Using Configuration Audit..................................................................................................................................... 3089 Managing Change Specifications.................................................................................................................. 3090 Configuration Audit and Control Facility (CACF)..................................................................................................3096 CACF Administration and Policy Definition................................................................................................... 3097 How Configuration Audit and Control Facility Works.................................................................................... 3099 How to Define Policies for Change Verification.............................................................................................3105 Managed Change States............................................................................................................................... 3109 How to Archive and Purge Audit Data.......................................................................................................... 3115 Implement a Change Verification Strategy.................................................................................................... 3116 Change Verification Notification Messages................................................................................................... 3119 Examples for Implementing Change Verification...........................................................................................3120 Planning and Implementing Change Verification..................................................................................................3124 Verify a CI Attribute Value Update Manually........................................................................................................ 3128 MDR Management................................................................................................................................................ 3131 Using the Configuration Control............................................................................................................................3133 Knowledge Management........................................................................................................................................... 3139 Getting Started with Knowledge Management..................................................................................................... 3143 Setting Up the Knowledge Management System.................................................................................................3144 25 CA Service Management - 17.3 Configure Knowledge Management Settings................................................................................................ 3144 Create a Knowledge Category...................................................................................................................... 3149 Define a Document Approval Process.......................................................................................................... 3153 Define Comment Types................................................................................................................................. 3156 Define Document Templates..........................................................................................................................3157 Define FAQ and Solution Survey Settings.................................................................................................... 3159 How to Set Up the KT Search Engine.......................................................................................................... 3160 Work with Forums.......................................................................................................................................... 3171 Create Knowledge Documents............................................................................................................................. 3175 Working with Knowledge Documents................................................................................................................... 3183 Manage Document Versions.................................................................................................................................3194 Create Knowledge Document Links..................................................................................................................... 3195 Create Action Content...........................................................................................................................................3196 Create Knowledge Tree Documents.....................................................................................................................3197 Access Knowledge Documents from the Self-Service Interface................................................................... 3199 How to Use the Tree Designer......................................................................................................................3201 The Tree Designer Interface..........................................................................................................................3205 Tree Designer Components...........................................................................................................................3209 Administering Knowledge Management............................................................................................................... 3213 Manage Export/ Import of Knowledge Documents........................................................................................3214 How to Export/Import Knowledge Documents...............................................................................................3215 Knowledge Export/Import CLI........................................................................................................................3220 Managing Automated Policies....................................................................................................................... 3222 Knowledge Documents Schedule......................................................................................................................... 3224 Integrating Multiple Search Engines Using Federated Search.............................................................................3230 How to Configure Federated Search.............................................................................................................3230 How to Configure SDK Custom Search Adapters.........................................................................................3237 How to Configure the Crawler Surface for SharePoint................................................................................. 3241 Knowledge Management Reports and Metrics.....................................................................................................3250 Define Knowledge Report Card Statistics..................................................................................................... 3251 How to find the CA SDM Knowledge Documents Assigned to Other Users?......................................................3252 Edit Knowledge Documents..................................................................................................................................3252 Support Automation...................................................................................................................................................3258 How to Set Up Live Assistance for Analysts........................................................................................................3260 How to Set Up Support Automation for a Guest User......................................................................................... 3267 How to Resolve Tickets Using Live Assistance................................................................................................... 3268 Edit Browser or Java Connection Setting Options........................................................................................ 3271 Request Live Assistance............................................................................................................................... 3271 Manage Existing Live Assistance Session........................................................................................................... 3272 Administering Support Automation....................................................................................................................... 3285 26 CA Service Management - 17.3 Configuring Live Assitance Pages........................................................................................................................ 3294 Create a Branding..........................................................................................................................................3294 Localization Administration............................................................................................................................ 3294 Configure the Page Layout............................................................................................................................3295 Create a Disclaimer....................................................................................................................................... 3298 Automated Tasks...................................................................................................................................................3299 Automated Task Deployment.........................................................................................................................3302 Support Automation Reports.................................................................................................................................3304 Employee or Customer Interface.......................................................................................................................... 3304 Service Catalog Management................................................................................................................................... 3305 Manage Forms...................................................................................................................................................... 3306 Elements of a Form....................................................................................................................................... 3308 Form Attributes...............................................................................................................................................3316 HTML Attributes for Elements....................................................................................................................... 3317 JavaScript Attributes for Elements................................................................................................................ 3326 Customize a Predefined Form.......................................................................................................................3328 Create and Customize a Form...................................................................................................................... 3333 Perform Automated Tasks in Form Fields..................................................................................................... 3336 Administer Forms........................................................................................................................................... 3355 Apply Customized Formatting to CA Service Catalog Form Fields.............................................................. 3357 Manage Services...................................................................................................................................................3358 Create a Simple Service................................................................................................................................3359 Add or Update Services................................................................................................................................ 3364 Perform Other Tasks to Manage Services.................................................................................................... 3370 Manage Service Option Groups.................................................................................................................... 3375 Manage Service Options and Service Option Elements............................................................................... 3380 Localize a Single Service.............................................................................................................................. 3389 Localize Multiple Services............................................................................................................................. 3392 Manage Events-Rules-Actions.............................................................................................................................. 3396 Add a Custom Event Type............................................................................................................................ 3397 Event Parameters.......................................................................................................................................... 3398 Manage Actions............................................................................................................................................. 3407 Manage Rules................................................................................................................................................ 3410 Post an Event................................................................................................................................................ 3411 Manage Dashboards............................................................................................................................................. 3413 Manage Outage Calendars...................................................................................................................................3417 Manage News, Change Events, and Alerts......................................................................................................... 3421 Manage the Scheduler..........................................................................................................................................3423 Manage Content Packs.........................................................................................................................................3425 Implement the Content Packs....................................................................................................................... 3426 27 CA Service Management - 17.3 Overview of Content Configuration Form...................................................................................................... 3433 Using the Service Catalog Content Packs........................................................................................................... 3435 Verify the General Prerequisites....................................................................................................................3438 Use My Resources Service........................................................................................................................... 3439 Use Reset Password Service........................................................................................................................ 3439 Use Report an Issue Service........................................................................................................................ 3442 Use Asset Services........................................................................................................................................3443 CA Service Catalog Offerings for CA Service Management......................................................................... 3448 Best Practices for Service Catalog Management.................................................................................................3455 Benefits...........................................................................................................................................................3456 Guidelines for Collecting Data....................................................................................................................... 3456 Best Practices Foundation.............................................................................................................................3458 How CA Service Catalog Determines the Role of a User?..................................................................................3461 High Security Settings...........................................................................................................................................3462 Service Accounting.................................................................................................................................................... 3462 Manage Invoicing and Financial Reporting.......................................................................................................... 3463 Manage Accounts..................................................................................................................................................3471 Manage Subscriptions...........................................................................................................................................3475 Manage Exchange Rates......................................................................................................................................3480 Manage Budgets and Plans................................................................................................................................. 3481 Manage General Adjustments.............................................................................................................................. 3486 Manage QoS SLA Violation Adjustments............................................................................................................. 3488 Manage Data Mediation........................................................................................................................................3490 Implement Data Mediation.............................................................................................................................3495 Manage Chargeback and Pricing Models.............................................................................................................3507 Implement Usage-Based Billing.....................................................................................................................3508 Mobility........................................................................................................................................................................ 3510 PDA Interface........................................................................................................................................................ 3510 REST Sample Mobile User Interface................................................................................................................... 3510 Deploy the REST Mobile Sample User Interface..........................................................................................3511 CA Service Management Mobile Application....................................................................................................... 3512 Verify the Prerequisites for CA Service Management Mobile Application.....................................................3515 (Optional) Enforce Approvals Compatibility After Upgrade........................................................................... 3520 (Optional) Set Form Fields as Non-Mandatory............................................................................................. 3520 Access the CA Service Management Mobile Application............................................................................. 3521 Configure the Mobile Attributes for CA SDM Tickets.................................................................................... 3521 Call Service Desk from your Mobile Device..................................................................................................3523 CA Service Management Mobile Application-Server Side Patch Information............................................... 3524 How to Configure the Mobile Dashboard View............................................................................................. 3525 CA Service Point Mobile App............................................................................................................................... 3525 28 CA Service Management - 17.3 CA Service Point Mobile App for Analysts....................................................................................................3526 CA Service Point Mobile App for Business Users........................................................................................ 3532 Enable Microsoft Intune for Mobile Device Management..............................................................................3533 Reporting..................................................................................................................................................................... 3534 Reporting Using CA Service Desk Manager........................................................................................................ 3534 Generate Analysis Reports............................................................................................................................3535 Summary and Detail Reports........................................................................................................................ 3536 Key Performance Indicators.......................................................................................................................... 3536 Reporting Using CA Service Catalog................................................................................................................... 3546 Manage Data Objects.................................................................................................................................... 3547 Manage Layouts.............................................................................................................................................3556 Manage Data Views.......................................................................................................................................3557 View the Business Value Dashboards...........................................................................................................3561 REST API..................................................................................................................................................................... 3561 REST API - Service Point.....................................................................................................................................3562 Integrating....................................................................................................................................... 3633 How to Enable TLS 1.2 with CA EEM 12.6.............................................................................................................. 3633 Integrate Software Asset Manager with CA APM................................................................................................... 3634 CA SAM and CA APM Overview..........................................................................................................................3634 Configure SAM and APM Integration Parameters................................................................................................3635 Post Integration Tasks...........................................................................................................................................3641 Configure the Import Driver........................................................................................................................... 3641 Data Management Recommendations.......................................................................................................... 3642 Synchronize Data between CA APM and CA SAM...................................................................................... 3645 How to Implement Multi-tenancy with CA SAM............................................................................................ 3648 Integrating CA Service Desk Manager.....................................................................................................................3649 Integrate Service Desk Manager with Business Service Insight.......................................................................... 3649 Integrate CMDB with CA Configuration Automation.............................................................................................3651 Install and Configure the Integration............................................................................................................. 3654 How to Export CI Data.................................................................................................................................. 3660 CA Catalyst User Interfaces.......................................................................................................................... 3662 Uninstall the Integration................................................................................................................................. 3662 Frequently Asked Questions for the Integration............................................................................................3663 Integrate with CA Configuration Automation........................................................................................................ 3666 Integrating CA Service Catalog................................................................................................................................ 3667 Integrate CA Single Sign-On with CA Service Catalog........................................................................................3667 Integrate CMDB with CA Service Catalog............................................................................................................3670 Step 1 - Perform Common Setup Tasks....................................................................................................... 3672 Step 2 - Perform Setup Tasks for CMDB......................................................................................................3672 Step 3 - Perform Setup Tasks for CA Service Catalog.................................................................................3673 29 CA Service Management - 17.3 Step 4 - Set Up the CMDB - CA Service Catalog Integration...................................................................... 3675 Integrate CA Business Service Insight with CA Service Catalog......................................................................... 3680 Set Up the CA Business Service Insight - CA Service Catalog Integration.................................................. 3682 Publish Dashviews in Dashboards................................................................................................................ 3695 Verify the Health of Services......................................................................................................................... 3696 Enable PKI-based Integration............................................................................................................................... 3697 Integrating CA Asset Portfolio Management.......................................................................................................... 3697 Integrate with CMDB.............................................................................................................................................3697 Integrate CA Asset Portfolio Management with CA Service Catalog Manually.................................................... 3701 Step 1 - Create Users in CA Service Catalog.............................................................................................. 3703 Step 2 - Create or Update Administrator in EEM......................................................................................... 3703 Step 3- Update CA APM Web Services in CA Service Catalog Configuration............................................. 3703 Step 4- (Optional) Create New Rules and Actions....................................................................................... 3704 Step 5- Create a Service and Request......................................................................................................... 3705 Step 6- Configure for Single Sign-On........................................................................................................... 3705 Verify CA Asset Portfolio Management - CA Service Catalog Integration.................................................... 3705 Integrate CA Asset Portfolio Management with Common Components Manually............................................... 3708 Integrate CA Asset Portfolio Management with CA EEM Manually.............................................................. 3708 Integrate Asset Portfolio Management with CA Business Intelligence (SAP Objects) Manually................... 3709 Integrate with Process Automation Data Importer Process Manually........................................................... 3713 Integrate with Process Automation Notification Process Manually............................................................... 3714 Reference........................................................................................................................................ 3719 CA Service Desk Manager Reference Commands................................................................................................. 3719 Data Element Dictionary....................................................................................................................................... 3719 Access Level and Type................................................................................................................................. 3749 Activities......................................................................................................................................................... 3751 Boolean.......................................................................................................................................................... 3756 Asset...............................................................................................................................................................3757 Archive and Purge......................................................................................................................................... 3759 Attached_Events Table.................................................................................................................................. 3760 Attachment..................................................................................................................................................... 3763 Company (CA MDB)...................................................................................................................................... 3767 Contact (CA MDB)......................................................................................................................................... 3769 Job (CA MDB)................................................................................................................................................3772 Organization................................................................................................................................................... 3773 Model Definitions............................................................................................................................................3774 Resource........................................................................................................................................................ 3776 Tenant.............................................................................................................................................................3781 Call Request...................................................................................................................................................3783 Knowledge Management Tables....................................................................................................................3792 30 CA Service Management - 17.3 Change Request............................................................................................................................................ 3813 CI Attributes................................................................................................................................................... 3821 Change States............................................................................................................................................... 3822 Change Verification........................................................................................................................................ 3823 Change Specifications................................................................................................................................... 3826 Events.............................................................................................................................................................3828 Data Partition Constraints and Controlled Table........................................................................................... 3832 External Entity................................................................................................................................................ 3834 Form Group....................................................................................................................................................3834 Interface Definitions....................................................................................................................................... 3835 Document Repository.....................................................................................................................................3835 External Application....................................................................................................................................... 3836 Group Member............................................................................................................................................... 3837 Global Tables................................................................................................................................................. 3837 Transition Object Control............................................................................................................................... 3847 Issue Template............................................................................................................................................... 3848 Issue Table..................................................................................................................................................... 3849 Key Control.................................................................................................................................................... 3856 Message Status............................................................................................................................................. 3856 Notification Table............................................................................................................................................3858 Promotion....................................................................................................................................................... 3862 Property.......................................................................................................................................................... 3863 Query Policy...................................................................................................................................................3867 Request Property........................................................................................................................................... 3868 Support Automation Table............................................................................................................................. 3869 Support Automation - Security.......................................................................................................................3894 Support Automation - Script.......................................................................................................................... 3898 Support Automation - Direct Session............................................................................................................ 3904 Support Automation - Event.......................................................................................................................... 3905 Support Automation - Queue.........................................................................................................................3907 Support Automation - User and Role............................................................................................................ 3910 Support Automation - Disclaimer...................................................................................................................3917 Support Automation - Chat............................................................................................................................ 3919 Support Automation - Static Content.............................................................................................................3922 Survey............................................................................................................................................................ 3923 Support Automation - Agent.......................................................................................................................... 3930 Sequence Control.......................................................................................................................................... 3932 Server............................................................................................................................................................. 3933 Service............................................................................................................................................................3934 Session...........................................................................................................................................................3936 31 CA Service Management - 17.3 Severity...........................................................................................................................................................3937 Service Level Agreement...............................................................................................................................3937 Spel Macro..................................................................................................................................................... 3938 Show Object...................................................................................................................................................3940 SQL Script......................................................................................................................................................3940 Impact.............................................................................................................................................................3942 Web Screen Painter.......................................................................................................................................3943 USP Window.................................................................................................................................................. 3945 Role Table...................................................................................................................................................... 3947 Contact........................................................................................................................................................... 3949 Resolution.......................................................................................................................................................3952 USP Menu......................................................................................................................................................3954 USP Mailbox.................................................................................................................................................. 3956 USP Relational Table - Macros..................................................................................................................... 3962 USP Relational Table - Stakeholders Notify List........................................................................................... 3963 USP Relational Table - Notification Rule.......................................................................................................3964 USP Relational Table - Service Groups........................................................................................................ 3966 USP Relational Table.....................................................................................................................................3970 USP Relational Table - Managed Surveys.................................................................................................... 3974 USP Tables - KPI...........................................................................................................................................3975 Transition........................................................................................................................................................ 3978 Timespan........................................................................................................................................................ 3979 Tasks.............................................................................................................................................................. 3980 Service Type.................................................................................................................................................. 3982 True and False Strings.................................................................................................................................. 3985 Type of Contact..............................................................................................................................................3985 User Query.....................................................................................................................................................3986 Urgency.......................................................................................................................................................... 3987 Timezone........................................................................................................................................................ 3987 Support Automation - Self Service................................................................................................................ 3988 Support Automation - Tool............................................................................................................................. 3989 CA Process Automation.................................................................................................................................3994 Support Automation - Session.......................................................................................................................3995 Support Automation - Keyword......................................................................................................................3997 Outage Table..................................................................................................................................................3998 Comments............................................................................................................................................................. 3998 Technical Reference..............................................................................................................................................4000 CA SDM Text API Interface...........................................................................................................................4002 The Configuration File................................................................................................................................... 4010 View Field Descriptions................................................................................................................................. 4012 32 CA Service Management - 17.3 RFC 2251 LDAP Result Codes.....................................................................................................................4042 pdm_configure--Open the Configuration Window......................................................................................... 4051 pdm_key_refresh--Refresh Cached Key Information.................................................................................... 4052 pdm_lexutil--Modify SDM Lexicons............................................................................................................... 4052 pdm_listconn--List Active Connections.......................................................................................................... 4052 pdm_logfile--Change stdlog Cutover Size..................................................................................................... 4054 pdm_task--Set Environment Variables...........................................................................................................4055 pdm_uconv--Convert Local Charset to UTF-8.............................................................................................. 4055 pdm_webstat--Return Web Usage Statistics................................................................................................. 4057 pdm_mail Utility--Send Email Information..................................................................................................... 4059 CA SDM PDM Database Commands........................................................................................................... 4061 CA SDM Report Command........................................................................................................................... 4075 CA SDM Form Groups.................................................................................................................................. 4077 Contents of the Samples Directory............................................................................................................... 4101 Schema Files Syntax..................................................................................................................................... 4103 Object Definition Syntax................................................................................................................................ 4108 STANDARD_LISTS Optional Statement........................................................................................................4111 FACTORY Optional Statement...................................................................................................................... 4112 Where Clauses...............................................................................................................................................4116 Attribute Data Types...................................................................................................................................... 4120 Web Services Methods.................................................................................................................................. 4122 REST HTTP Methods.................................................................................................................................... 4163 Web Services Attachment-Related Methods................................................................................................. 4189 Web Services Knowledge Attachment Methods........................................................................................... 4192 Web Services Miscellaneous Methods..........................................................................................................4198 Web Services Knowledge Management........................................................................................................4202 getCategory Method.......................................................................................................................................4220 LREL Methods............................................................................................................................................... 4227 dbmonitor_nxd--Database Monitoring Daemon............................................................................................. 4230 List/Query Methods........................................................................................................................................ 4231 Asset Management Methods......................................................................................................................... 4238 Web Services Business Methods.................................................................................................................. 4241 notifyContacts Method................................................................................................................................... 4250 attachChangeToRequest Method...................................................................................................................4251 createTicket Method.......................................................................................................................................4252 Group Management Methods........................................................................................................................ 4255 Contact Management Methods......................................................................................................................4257 getPolicyInfo................................................................................................................................................... 4260 loginServiceManaged Method........................................................................................................................4266 loginServiceManaged Method for CXF..........................................................................................................4270 33 CA Service Management - 17.3 Using the Automated Tasks Editor................................................................................................................ 4271 How an Automated Task Runs......................................................................................................................4273 Automated Task Elements............................................................................................................................. 4274 Script Library Management............................................................................................................................4281 Functions COM Object Methods................................................................................................................... 4284 WScript COM Object Methods...................................................................................................................... 4288 EBR_DICTIONARY Table.............................................................................................................................. 4288 EBR_FULLTEXT Table.................................................................................................................................. 4289 EBR_INDEX Table......................................................................................................................................... 4291 EBR_SYNONYMS Table................................................................................................................................4293 bop_sinfo--Display System Information......................................................................................................... 4294 ES_CONSTANTS Object............................................................................................................................... 4295 BSVC--func_access Object............................................................................................................................4297 Table and Object Cross-References..............................................................................................................4299 CMDB Technical Reference..................................................................................................................................4316 Families and Classes.....................................................................................................................................4323 General Resource Loader - GRLoader......................................................................................................... 4425 CI Reconciliation............................................................................................................................................ 4470 CMDB Web Services..................................................................................................................................... 4472 Multi-Tenancy and CIs................................................................................................................................... 4479 API Documentation for RESTful Services............................................................................................................ 4483 Objects and Attributes...........................................................................................................................................4483 Access............................................................................................................................................................ 4557 Attachment Objects........................................................................................................................................4558 Boolean Objects.............................................................................................................................................4560 Business Management...................................................................................................................................4561 Change Request Objects...............................................................................................................................4564 Configuration Item..........................................................................................................................................4573 Call Request (cr) Object................................................................................................................................ 4582 EBR................................................................................................................................................................ 4591 Event Objects.................................................................................................................................................4600 Global Objects................................................................................................................................................4603 Issue Objects................................................................................................................................................. 4611 Knowledge Documents Object...................................................................................................................... 4618 Layout.............................................................................................................................................................4622 Macro..............................................................................................................................................................4624 Notification Objects........................................................................................................................................ 4627 Priority............................................................................................................................................................ 4631 Problem Category.......................................................................................................................................... 4633 Property Objects............................................................................................................................................ 4635 34 CA Service Management - 17.3 Relational Information.................................................................................................................................... 4638 Reporting Method...........................................................................................................................................4654 Request.......................................................................................................................................................... 4655 Risk.................................................................................................................................................................4663 Role................................................................................................................................................................ 4668 Server Objects............................................................................................................................................... 4671 Service Level and Service Contract Mapping Objects.................................................................................. 4672 Session Objects............................................................................................................................................. 4673 Support Automation Group............................................................................................................................ 4674 Support Automation Agent.............................................................................................................................4676 Support Automation Chat.............................................................................................................................. 4679 Support Automation Direct.............................................................................................................................4681 Support Automation Direct Session...............................................................................................................4683 Support Automation Disclaimer..................................................................................................................... 4684 Support Automation Events........................................................................................................................... 4686 Support Automation Group............................................................................................................................ 4687 Support Automation Guest............................................................................................................................ 4690 Support Automation Milepost.........................................................................................................................4691 Support Automation Objects..........................................................................................................................4692 Support Automation - Queue.........................................................................................................................4713 Support Automation Role...............................................................................................................................4716 Support Automation Script.............................................................................................................................4719 Support Automation Security......................................................................................................................... 4724 Support Automation Self Service...................................................................................................................4729 Support Automation Session......................................................................................................................... 4731 Support Automation Static Content............................................................................................................... 4733 Support Automation Tool............................................................................................................................... 4734 Support Automation User.............................................................................................................................. 4739 Survey Objects...............................................................................................................................................4742 Target Time.................................................................................................................................................... 4749 Task Objects...................................................................................................................................................4750 Tenant Objects............................................................................................................................................... 4752 USP................................................................................................................................................................ 4754 Web Form...................................................................................................................................................... 4760 Web Screen Painter Objects......................................................................................................................... 4761 Workflow Objects........................................................................................................................................... 4763 CA Service Catalog Glossary................................................................................................................................... 4765 CA Service Management Common Data Object Field Level Mapping Details.....................................................4769 Field Level Reference Mapping for ca_company................................................................................................. 4769 Field Level Reference Mapping for ca_site.......................................................................................................... 4771 35 CA Service Management - 17.3 Field Level Reference Mapping for ca_organization............................................................................................ 4772 Field Level Reference Mapping for ca_owned_resource..................................................................................... 4772 Field Level Reference Mapping for ca_contact.................................................................................................... 4774 Field Level Reference Mapping for ca_resource_cost_center............................................................................. 4775 Field Level Reference Mapping for ca_resource_family...................................................................................... 4776 Field Level Reference Mapping for ca_resource_class....................................................................................... 4776 Field Level Reference Mapping for ca_resource_department..............................................................................4776 USM Data Mapping for CA Service Desk Manager Connector............................................................................. 4777 Device Properties Calculation...............................................................................................................................4777 Mandatory Attributes for CI Mapping in CA Catalyst........................................................................................... 4778 Relationship Mapping............................................................................................................................................4780 Severity Mapping...................................................................................................................................................4781 Type Mapping........................................................................................................................................................4782 Application...................................................................................................................................................... 4783 ApplicationServer........................................................................................................................................... 4783 Change Order................................................................................................................................................ 4784 Cluster............................................................................................................................................................ 4785 Common CI Properties.................................................................................................................................. 4785 ComputerSystem............................................................................................................................................4787 DatabaseInstance...........................................................................................................................................4788 DiskPartition................................................................................................................................................... 4788 EnvironmentalSensor..................................................................................................................................... 4789 ESXHypervisor............................................................................................................................................... 4790 File..................................................................................................................................................................4790 GenericIPDevice.............................................................................................................................................4791 HyperVHypervisorManager............................................................................................................................ 4791 Idea.................................................................................................................................................................4792 Incident........................................................................................................................................................... 4792 InterfaceCard..................................................................................................................................................4793 Location.......................................................................................................................................................... 4793 MediaDrive..................................................................................................................................................... 4794 Memory...........................................................................................................................................................4795 NetworkServer................................................................................................................................................4795 OperatingSystem............................................................................................................................................4796 OrganizationEntity.......................................................................................................................................... 4797 Person............................................................................................................................................................ 4797 Port................................................................................................................................................................. 4797 PortfolioApplication.........................................................................................................................................4798 Printer............................................................................................................................................................. 4799 Problem.......................................................................................................................................................... 4799 36 CA Service Management - 17.3 Processor....................................................................................................................................................... 4800 ProvisionedSoftware.......................................................................................................................................4801 Request (USM Type)..................................................................................................................................... 4802 ResourceServer..............................................................................................................................................4802 Router.............................................................................................................................................................4803 RunningHardware...........................................................................................................................................4804 Service (USM Type).......................................................................................................................................4804 StoragePool....................................................................................................................................................4805 StorageVolume............................................................................................................................................... 4806 Switch............................................................................................................................................................. 4806 TimeReporting................................................................................................................................................ 4807 TransactionContext........................................................................................................................................ 4808 VirtualManager............................................................................................................................................... 4808 VirtualSystem................................................................................................................................................. 4808 VMDataStore.................................................................................................................................................. 4810 Website...........................................................................................................................................................4810 Default Port Numbers and Connectivity - SOI Integration with SDM................................................................... 4811 Relationship and Service Mapping.......................................................................................................................... 4812 Troubleshooting..............................................................................................................................4815 Troubleshooting CA Service Management.............................................................................................................. 4815 Troubleshooting CA Service Management Containers.........................................................................................4817 Integrate Service Desk Manager with Asset Portfolio Management Manually..................................................... 4817 Enable Single Sign-On (SSO) from CA Asset Portfolio Management to CA Service Desk Manager............4817 Verify Single Sign-On.....................................................................................................................................4819 Launch CA Asset Portfolio Management in Context From CA Service Desk Manager................................ 4819 Integrate CA Service Catalog with CA Service Desk Manager Manually............................................................ 4820 Step 1 - Verify the Prerequisites for CA Service Catalog - CA Service Desk Manager Integration............... 4821 Step 2 - Understand the Key Terms............................................................................................................. 4821 Step 3 - Open Change Orders During Request Fulfillment.......................................................................... 4822 Step 4 - Synchronize Notes and Attachments.............................................................................................. 4823 Integrate CA Service Desk Manager with Common Components Manually........................................................ 4825 Integrate CA Service Desk Manager with CA Embedded Entitlements Manager Manually..........................4825 Integrate CA Service Desk Manager with CA Process Automation Manually...............................................4825 How to Troubleshoot CA Embedded Entitlements Manager Installation.......................................................4833 EEM Application is Frequently Down............................................................................................................ 4833 Integrate CA Service Catalog with Common Components Manually................................................................... 4834 Integrate CA Service Catalog with CA EEM Manually..................................................................................4834 Integrate CA Service Catalog with CA Business Intelligence Manually........................................................ 4835 Integrate CA Service Catalog with CA Process Automation Manually..........................................................4844 Troubleshooting CA Service Desk Manager........................................................................................................... 4861 37 CA Service Management - 17.3 Why are undelivered e-mail notifications from CA Service Desk Manager (SDM) saved in the NX_ROOT\site \mail_undeliverable directory?...............................................................................................................................4862 Unable to Synchronize Notes and Attachments from CA SDM to CA Service Catalog....................................... 4863 CA Service Desk Manager Advanced Availability Shows Errors......................................................................... 4863 Troubleshoot Search Server Issues......................................................................................................................4864 How to Identify Performance Problems in CA SDM.............................................................................................4865 How to Monitor LDAP Using Trace Logging........................................................................................................ 4874 Tomcat Logging..................................................................................................................................................... 4876 How to Hide Apache Tomcat Version Number from Error Pages in CA Service Desk Manager?........................ 4876 REST Logging....................................................................................................................................................... 4877 Troubleshooting LDAP Configuration with CA SDM.............................................................................................4878 Troubleshooting for Email-Related Issues............................................................................................................ 4879 Migration and Upgrade Failing on Standby Server.............................................................................................. 4883 CA SDM Performance Problems - Quick Checklist............................................................................................. 4884 CA SDM Migration Fails with exitCode:231 Error................................................................................................ 4885 Unable to Install Any Options in CA SDM with Status as 'In Progress'............................................................... 4886 How to Increase Tomcat Max Threads on CA Service Desk Manager................................................................ 4888 How to extend the SOAP Web Services method 'doQuery' limitation of 250 rows?............................................ 4888 How to modify the CA SDM Web Session timeout?............................................................................................ 4889 CA Service Desk Manager Installation Fails........................................................................................................ 4891 Delayed CA SDM Server Response After Upgrading to Oracle 12c................................................................... 4891 CA SDM Conventional Configuration - The Secondary Server Tomcat Engine is Not Responding..................... 4892 The Support Analyst User Interface Opens in Firefox with an Error....................................................................4893 The Support Analyst User Interface Opens in Chrome with an Error.................................................................. 4894 CA SDM Authentication Issues.............................................................................................................................4894 How to extend or disable the "Delayed Server Response" timeout in CA SDM?................................................ 4895 How to mask out the "None" Impact value?........................................................................................................ 4896 Unable to Set a Default Value for a Field in Web Screen Painter....................................................................... 4897 "i18nMsg.c Can't Construct Translator" -stdlog Error Message........................................................................... 4897 How to Log a Comment on a Closed CA SDM Ticket?....................................................................................... 4898 How to set the Initial status of a Copied Incident / Requests to Open?...............................................................4898 How can we import a vendor supplied certificate into CA Service Desk Manager's Tomcat?.............................. 4898 Troubleshooting xFlow Interface.............................................................................................................................. 4899 Enable Secure Socket Layer for xFlow Interface................................................................................................. 4901 Troubleshooting Service Point................................................................................................................................. 4910 Chrome Browser shows errors in Service Point.................................................................................................. 4911 Troubleshooting Insights (CABI JasperReports)....................................................................................................4912 Jaspersoft Scheduled Reports are not Running...................................................................................................4916 Troubleshooting CA Service Catalog.......................................................................................................................4917 CA Service Catalog Performance Tuning.............................................................................................................4917 38 CA Service Management - 17.3 Maintain Log Files.................................................................................................................................................4918 Track Log Statements in Memory.........................................................................................................................4923 Install or Upgrade Issues...................................................................................................................................... 4924 CA Service Catalog - Install/Upgrade Task Fails.......................................................................................... 4925 CA Service Catalog Fails while Importing Content Packs............................................................................ 4926 Troubleshoot Installation or Upgrade Issues................................................................................................. 4926 CA Service Catalog Request Management Issues.............................................................................................. 4927 Pending My Action page Is Not Refreshed Until User Logs Off................................................................... 4927 Request Approval or Fulfillment Pending Action Is Not Assigned................................................................ 4927 Requests Are Assigned to Multiple Users and Groups.................................................................................4928 Requests Do Not Move to the Next Status...................................................................................................4928 Browser Issues......................................................................................................................................................4928 TelemetryAdminRole users are unable to login into Service Catalog........................................................... 4929 Pages Do Not Appear to Be Refreshing Properly.........................................................................................4929 Pop-up Window for Report Data Object Does Not Display Input Fields....................................................... 4929 Unable to View Invoice in CSV Format.........................................................................................................4929 Integration Issues.................................................................................................................................................. 4930 CA Service Catalog Integration Fails if PKI is Enabled................................................................................ 4930 Errors for Service Catalog integration with CA APM.................................................................................... 4930 Integration Fails..............................................................................................................................................4931 Miscellaneous Issues............................................................................................................................................ 4932 Cannot Add or Update a User Because of Duplicate User ID...................................................................... 4932 Cannot Connect to a Trusted Computer....................................................................................................... 4933 Cannot Delete an Account............................................................................................................................ 4933 Cannot Email a Request............................................................................................................................... 4933 Cannot Log In to CA Service Catalog...........................................................................................................4934 Compilation Errors After Customization........................................................................................................ 4934 Data Not Uploaded If CA Repository Agent Service Is Configured with Active Directory............................. 4934 Dual List Selection in IE Browser..................................................................................................................4935 How to Limit the Size of the Attachments in CA Service Catalog................................................................ 4935 IXUTIL Out-of-Memory Error Occurs.............................................................................................................4935 Service Catalog Single Sign-on Using NTLM Not Working For All Users.....................................................4935 Sorting of Services by Selection Type.......................................................................................................... 4936 Windows Service Does Not Start.................................................................................................................. 4936 Troubleshooting CA Asset Portfolio Management................................................................................................. 4936 Unable to Find Multi-Tenancy Service in the Services Console...........................................................................4937 Data Importer is Failing while Creating a New Asset...........................................................................................4937 Tenancy Management Page Cannot Be Displayed..............................................................................................4937 Tenancy Management Page Does Not Appear.................................................................................................... 4938 Web Servers Named with Underscore Characters.............................................................................................. 4938 39 CA Service Management - 17.3 Log In Fails with a User Name Containing Extended Characters........................................................................4938 WCF Services Fail when IIS 8 is Installed on Windows Server 2012..................................................................4938 Missing Operating System Message Appears in Message Queue...................................................................... 4939 Incorrect Database Configuration Results in Failure of Discovered Data Import from CA SAM.......................... 4940 Import Data to CA APM Installed on Oracle Database........................................................................................4940 CA Service Management Installer Does Not Recognize .NET Framework..........................................................4941 Event Notifications are Non-Functional for Reference Type Fields in the Oracle Database................................ 4942 Incorrect Oracle Database Version is Displayed.................................................................................................. 4942 Troubleshooting CA Service Desk Manager Connector........................................................................................ 4943 Troubleshooting CA CMDB and CA Configuration Automation Integration........................................................ 4947 Troubleshooting CA Service Management Mobile Application.............................................................................4951 Additional Resources.................................................................................................................... 4953 Education and Social Collaboration........................................................................................................................ 4953 Content Pack for ITIL CA Service Desk Manager...................................................................................................4953 Install the ITIL Content for CA Service Desk Manager........................................................................................ 4977 Import CA SDM CA Process Automation Process Definitions...................................................................... 5016 Configure SDM Dataset for Sample Process Definitions.............................................................................. 5022 Increase 'Maximum Number of Log Messages' in CA Process Automation................................................. 5026 Verify CA SDM Options Manager Options.................................................................................................... 5028 Troubleshooting: Fields of type Text Area Render Without Word Wrap........................................................5032 CA Process Automation Process Definitions for CA Service Desk Manager.......................................................5032 CA SDM CA Process Automation Process Definitions Defined...........................................................................5034 CA SDM CA Process Automation Custom Operators Defined............................................................................ 5036 Request Fulfillment Workflow................................................................................................................................5039 Order PC Workflow............................................................................................................................................... 5042 Problem Analysis Workflow...................................................................................................................................5046 Change and Release Management Workflow...................................................................................................... 5050 CA SDM Connector Glossary................................................................................................................................... 5060 Pre-Built CA Process Automation Workflows.........................................................................................................5062 Step 1 - Load Pre-Built CA Process Automation Workflows for CA Service Catalog...........................................5062 Step 2 - Configure the pre-built CA Process Automation Workflows for CA Service Catalog.............................. 5063 Step 3 - Copy and Modify Actions....................................................................................................................... 5065 Step 4 - Add Members to User Defined Group....................................................................................................5066 Step 5 - Configure CA Service Desk Manager.................................................................................................... 5067 Step 5a - Configure Options Manager.......................................................................................................... 5067 Step 5b - Configure Web Screen Painter..................................................................................................... 5068 Step 5c - Add CA Service Desk Manager Groups........................................................................................5069 Step 5d - Add Status..................................................................................................................................... 5069 Step 5e - Add Change Categories................................................................................................................ 5070 40 CA Service Management - 17.3 Usage Data (Telemetry)................................................................................................................. 5071 Documentation Legal Notice........................................................................................................ 5077 41 CA Service Management - 17.3 Release Information Explore CA Service Management's latest enhancements, features, and cumulative patches. • • • • • • • • • • • • • • • • • • • • • • CA Service Management 17.3 Release Notes CA Service Management 17.3.0.23 Release Notes CA Service Management 17.3.0.22 Release Notes CA Service Management 17.3.0.19 Release Notes CA Service Management 17.3.0.18 Release Notes CA Service Management 17.3.0.17 Release Notes CA Service Management 17.3.0.16 Release Notes CA Service Management 17.3.0.15 Release Notes CA Service Management 17.3.0.14 Release Notes CA Service Management 17.3.0.13 Release Notes CA Service Management 17.3.0.12 Release Notes CA Service Management 17.3.0.11 Release Notes CA Service Management 17.3.0.10 Release Notes CA Service Management 17.3.0.9 Release Notes CA Service Management 17.3.0.8 Release Notes CA Service Management 17.3.0.7 Release Notes CA Service Management 17.3.0.6 Release Notes CA Service Management 17.3.0.5 Release Notes CA Service Management 17.3.0.4 Release Notes CA Service Management 17.3.0.3 Release Notes CA Service Management 17.3.0.2 Release Notes CA Service Management 17.3.0.1 Release Notes CA Service Management 17.3 Release Notes Learn about the new features, enhancements, and deprecated items with CA Service Management 17.3. What's New CA Service Management 17.3 includes the following new features: Docker Containers in Kubernetes CA Service Management now supports Docker container based deployment in Kubernetes. This method of deployment simplifies the install, upgrade, and patching experience for IT Administrators. With reduction in time and resources spent in deploying the solution, container-based deployment helps reduce the Total Cost of Ownership (TCO). It also provides the ability to configure Rasa Server in Kubernetes and leverage the Virtual Analyst Service Bot capability in CA Service Desk Manager (SDM) Containers. For more information see, Deploying CA Service Desk Manager Docker Containers. Consider the following key requirements to get started with Kubernetes Deployment: 42 CA Service Management - 17.3 System Requirements • • • • • Kubernetes version: 1.15.3-0 Docker version: 19.03.1-3.el7 Linux CentOS 7.4 Microsoft SQL Server Database: 2018,2016, 2014 Oracle Database 12c2R2, 12cR2, 11gR2 For information, see Docker Containers. Virtual Analyst Service management now provides "ARIA" (Automated Response with Intelligent Automation), a next-gen Service Desk Bot to address end-users’ routine IT queries, and provide ticketing solutions. It provides the following capabilities: • Ability to understand Natural Language using Machine Learning techniques. • Provides assistance with routine IT tasks such as creating new tickets, performing ticket updates, ticket closures and • • • • reset password. Recommends contextual knowledge solutions to end-users. Auto-categorization of tickets. Optimal transfers to a Human Analyst, when Analyst Intervention is required. Collect feedback from end-users With a self-service focused approach, Virtual Analyst helps an organization achieve the following: 1. 2. 3. 4. 5. Empower and improve self service. Augment Service Desk by handling common IT queries. Reduce the load on level 1 support by deflecting calls related to common tasks. Improved productivity for both end-users and analysts. Elevated perception of an IT organization System Requirements To implement CA Service Management Virtual Analyst, consider the following key requirements: • • • • • RASA NLU Server 1.7.4 Anaconda 3 2019.07 Phython 3.6.8 spaCy 2.1.8 Microsoft build tool version 2015 (Windows) For more information, about how to implement and configure the Virtual Analyst Service Bot, see Implementing CA Service Management Virtual Analyst. CA Service Catalog Cache Versioning The CA Service Catalog cache versioning is the ability to identify the availability of a new version of a file by using the unique file version identifier. Thus the browser requests the server for a new file instead of fetching an older file from the browser cache. The cache versioning saves on business user's efforts requires to delete the browser cache whenever a CA Service Catalog roll-ups and T-fixes are applied. Automic Automation Integration with CA Service Catalog CA Service Catalog now supports integration wtih CA Service Catalog. For more information, see Automic Automation. 43 CA Service Management - 17.3 Enhancements Following enhancements are provided in CA Service Management 17.3: Mobile App Enhancements • CA Service Point Mobile App 1.1 provides Microsoft Intune support for Mobile Device Management (MDM) and Mobile Application Management (MAM). Intune is a cloud-based service that lets you incorporate Intune app protection policies on Service Point Mobile app (iOS and Android). For more information, see Enable Microsoft Intune for Mobile Device Management. • CA Service Point Mobile App 1.1 supports SSO/SAML based login. CA Service Desk Manager 64-bit Architecture Support CA Service Desk Manager (SDM) can now be installed on a 64-bit hardware architecture to improve the overall performance. Service Point 1. Business Users can now manage the Service Request approvals. They can approve, reject, transfer, delegate their service requests from Service Point. Figure 1: Figure: Manage Service Request approvals in Service Point 2. Business Users can browse Catalog Service Offerings for creating any service request. The browse experience exists in addition to the natural language based search behavior of Service Point. 44 CA Service Management - 17.3 Figure 2: Figure: Service Catalog Offerings in Service Point 3. Business users can access all related knowledge documents from the Service Point knowledge document view. 4. CA SDM Administrators can add and modify configurations or features for business users in Service Point. For more information, see Manage Features. Figure 3: Figure: Manage Features - Service Point xFlow Interface 1. CA Service Desk Manager Analysts can now access and share the knowledge documents in a chat with end-users, thereby improving the collaboration and reducing the ticket solution time. 45 CA Service Management - 17.3 Figure 4: Figure: Share Knowledge Documents via Chat - xFlow Interface 2. Analysts can filter the timeline view to better organize all the information available in the timeline for their purpose. 46 CA Service Management - 17.3 Figure 5: Figure: Filter the Ticket Timeline View - xFlow Interface 3. Analysts can now search for a ticket using an external system ID resulting in a frictionless experience when interacting with end-users. 47 CA Service Management - 17.3 Figure 6: Figure: Ticket Search via External System ID - xFlow Interface What's Deprecated? The following items are deprecated and not supported on CA Service Management 17.3: 1. Open Database Connectivity (ODBC) driver (ODBC Agent, ODBC Data Access, and Business Objects interface with this ODBC) is no longer supported. a. Interactive ODBC SQL (pdm_isql) tool is no longer supported for CA Service Management 17.3. b. For ODBC SQL Driver, reports built on PDM functions will not work. c. ODBC is deprecated for CA Service Management 17.3 JasperReports Server - Transactional Reports. For more information, see JasperReports Server Considerations. 2. Unified Self-Service Interface (USS) is not supported. 3. Locales Not Supported - Simplified Chinese and French Canadian Locales not supported on CA Service Management. Quick CheckPoints To install, upgrade, and configure Service Management, check out the following helpful URL links: 48 CA Service Management - 17.3 • Review the supported platform requirements, before you proceed with installing or upgrading CA Service Management • • • • • • 17.3. For more information, see Supportability Matrix. Installation Upgrade Administration Configure – Service Point – xFlow Interface Using – Service Point – xFlow Interface Integration Fixed Issues - 17.3 The following issues were fixed and are included in CA Service Management 17.3: For more information about Steps to Reproduce the below, see Fixed Issues - Steps to Reproduce Content xFlow Interface and Service Point S. No Fixed Issue ID Description 1 DE50586 xFlow Interface resolve button issue. 2 DE51512 xFlow Interface logout issue. 3 DE51511 CMS authentication errors. 4 DE50250 xFlow Interface Announcement number scrolling issue. 5 DE51510 Popup error updating notifications count. 6 DE52060 Create ticket hangs due to many tenants. 7 DE51549 CA Service Catalog Service offerings in Service Point shows NTLM SSO issue while opening Servic 8 DE49865 Service Point shows all CI records when CI is exposed as a ticket attribute, as compared to data pa 9 DE49491 Service Point hang up on login the web page after session expiration. 10 DE49769 Service point shows knowledge document comments. 11 DE50066 Service Point does not enforce the default role set for Service Point App. 12 DE50323 Service point fails to load the Service Catalog form with fields, services, and offering groups. 13 DE51643 Cannot copy previous requests from the Service Point interface. This functionality is available in Se 14 DE51644 Approvals in Service Point leave the save button active after all actions are complete as opposed to the approval is saved. 15 DE52148 "Save" button enhancement in Service Point User Interface. 16 DE51152 After logging into Service Point, performing a search, results in the search results showing up late. 17 DE50943 Issue with Search Microservices while performing a search in Service Point. Unable to submit ticket 18 DE49886 Service Point Request does not show up in Service Point when the external system ticket field is po 19 DE51147 Duplicated CA Service Catalog Forms shown in Service Point. 20 DE50040 Unavailable CA Service Catalog offerings are shown in Service Point. 20 DE50302 Parameter prompts are not working in Service Point. 21 DE50067 Cannot change roles in Service Point once you select a role in Service Point. 49 CA Service Management - 17.3 22 DE50549 ServicePoint removes the check mark from filled line in Catalog widgets. 23 DE49603 In Service Point, When Summary is set as Locked on Incident Status=Open using Dependent Attrib creation of ticket in CA SDM Interface. 24 DE48682 CA Service Point Mobile application URL does not work with NTLM. 25 DE49438 Attachment for manual notification in xFlow Interface does not work with NTLM or SAML. 26 DE49487 Resolved tickets must be Closed (Inactive). 27 DE49261 xFlow Interface will not load or open when using SAML authentication. 28 DE49682 The User Description for the Activity Log does not have the text entered in the Add a Comment text 29 DE51368 Service Point Issues. For example, Comments are not saved, Referenced objects are not shown as 30 DE50118 Notification Bell showing Change Order notification. 31 DE49837 Service Point does not adhere to data partition default values. 32 DE49881 Knowledge Document links are not working in Service Point and does not display content. These ar 33 DE52370 Issue with Chat in xFlow Interface. 34 DE48801 xFlow Interface Status drop-down shows no values on Create New incident. CA Service Desk Manager S. No. Fixed Issue ID Description 1 DE49705 Tenant Maileater checks foreign mailboxes. When the maileater is checking if an email address exist tenant in the mailbox. 2 DE50336 Support Automation analyst and end user unable to connect. 3 DE51451 CA SDM incident ticket is getting raised with Priority 3 and not adhering to Priority Matrix. 4 DE40928 Issue with CA SDM Employee interface. 5 DE50874 When CA SDM service is started, errors show up in STDLOG. 6 DE52420 Error when running pdm_publish. 7 DE51743 Error when applying JCL files for SDM binary update. 8 DE48450 Work Flow tasks are not linked when incident is created from template. 9 DE50388 Unknown message get_survey_url_received in cr:PDOB:PATTR:OB:MTH. 10 DE50413 "Change_Detail_Reports_bpmatt.c_syntax_error". Performing a Detail-Report for Changes results in 11 DE49282 Incident Workflow tasks are not assigned correctly when creating ticket using the createRequest met 12 DE50297 Incidents do not load workflow tasks from the area when the ticket is created from a template. 13 DE48445 Missing macros for FOLLOWUP_HEAT CHANGED_PROPERTY CHANGED activities. 14 DE48386 Functional Access of View for admin code allows creation of Change Windows. 15 DE49093 Tomcat Support Discrepancy. 16 DE51300 Misleading indentation in Incident Area Selection. 17 DE51790 Change button in spell check results require double click. 18 DE49486 NX_KEYSTORE_REF variable is not found in the NX.ENV file after running the PDM_CONFIGURE 19 DE51374 Inaccurate Knowledge Document Reports. 20 DE49802 Popup window appears when accessing attachments and the popup window remains open. 21 DE52056 Error in macro sfDate. 22 DE53505 scheduling not happening with future dates. 23 DE50631 Restrict workflow status. 50 CA Service Management - 17.3 24 DE51493 Priority Calculation issue. 25 DE52577 Inadequate cookie attributes. 26 DE51359 update URL information in email notifications. 27 DE50660 Exporting Change Calendar Does not Account for CI Filter exports in ICS file 28 DE51091 Error while upgrading to CA Service Desk Manager. 29 DE51807 Domsrvr triggers defined with the same sequence number. 30 DE52222 ORA-24816 error inserting new order change (or copying from an existing one) 30 DE49637 Missing Java Files causing Degraded Service 31 DE52023 Maileater Responses are not sent properly if Deliver Replies to option is set on sender's email 32 DE52254 Log error size increasing due to Activity Notification. 33 DE50139 Intermittent web services issue. Restarting the Tomcat addresses the issue. 34 DE49883 ERROR ADDRESS_SLNX 80 in jstd.log file in server's NX_ROOT\log directory. This is seen in the b 35 DE44090 Maileater stays in connecting status. 36 DE49141 Maileater threshold issue. 37 DE48407 Bad where clause: Parse error. 38 DE47871 Ktd obj_type is truncated in 10 characters when SDM is in Portuguese. 39 DE46552 Bad WHERE clause: Parse error at : "delete_flag = 0 AND value LIKE 2" (Non string used in LIKE wh 40 DE46743 Support Automation message is wrong when requesting remote control. 41 DE43479 Customize the Health Servlet Response strings. 42 DE42077 Change of language Support Automation session in progress window. 43 DE49704 Anonymous mail requestor for incidents at multi-tenancy. 44 DE50342 Unable to save request ticket. 45 DE49396 URL Host Header Injection attack. 46 DE51392 Survey for submission is not displayed properly. 47 DE51595 pdm_mail_nxd errors with wrong or badly formatted email address strings and eventually hangs. 48 DE44381,DE49723 CA Service Desk Manager's boplgin and webengine processes may terminate intermittently. 49 DE49093 Tomcat Support Discrepancy in CA Service Management Documentation. 50 DE51845 SDM 17.2 RU3 German - Help function returns blank screen - google chrome CA Service Catalog S.No Fixed Issue ID Description 1 DE45543 In form designer, Radio Group Validation is not done in the respective service. 2 DE53696 Select field GetSelectedOptionValues API returning name instead of value in widgets. 3 DE52196 In catalog container deployment. add Offering drop-down placement is not proper and extra space is the 4 DE53571 Table records are deleted after request is submitted. 5 DE50288 "Webservice createAccount" error. 6 DE50594 Validation skips for Select Components when form name contains few special characters. 7 DE52731 Trim spaces from a text field and setting the spaces trimmed data back in the same text field is not work 8 DE50740 The HTTP-Post action is failed when Tomcat in upgraded to 8.5.43 in Event Rules and Actions. 9 DE48051 Unable to remove the row via Out-of-the-box JS function ca_fdRemoveTableRow() when there are more 51 CA Service Management - 17.3 10 DE49263 Setup utility fails when attempting to redeploy MDB with "USM_HOME/temp/mdb1.5/windows/install_md 11 DE48866 Advance Runtime Variable in report data object is not working in Chrome browser. 12 DE49130 issue with approving multiple service offerings in a request. 13 DE50896 Service folder creation and Business Unit editing shows issues with Special characters and locales. 14 DE50278 CA Service Catalog table property page size not working Widgets 15 DE52211 CA Service Catalog form scripting issue. 16 DE51729 CA Service Catalog Lookup not refreshing when the variable is changed 17 DE52350 Cart options are not displayed. 18 DE50125 Cannot modify copied requests 19 DE52284 Attachments not working correctly with date required field 20 DE44474 Request details page time is getting appended to Date value of the form even when it is not having the format. 21 DE53025 Issue with pending approval 22 DE52498 After clicking Save, the Functions associated to OnSubmit are not being called. 23 DE51525 Form table not working for required property value set to true. 24 DE49965 Form designer does not reflect changes made inside tables. 25 DE45874 FD_AttributePanel, Attribute level help icon in the attribute panel is not clickable and the help window do 26 DE45262 FD Table_Pagelayout, the Table inside page layout gets expanded if the table has increased number of add a row in the request details page. 27 DE50555 Empty fields are missing in reports mails. 28 DE51364 Editable attribute must default to true when attribute is empty. 29 DE50895 Edit Request Flow issue. 30 DE49880 Dual list form element issue. 31 DE49963 Associating process instance with service option error. 32 DE49962 Large script navigation issue in IE browser. 33 DE51879 Date/Time empty date text showing time format when nothing is plugged in. 34 DE50106 Data object issue when in the query you have a "ORDER BY" and when you click on "SORT" of a colum 35 DE50922 While copying a request with a lookup field (magnifying glass), the lookup does not work. 36 DE51478 ca_fdAddTableRow default selection issue. 37 DE51876 Can intercept database columns and tables (data object) using a proxy in any system with CA Service C 38 DE52728, DE51815 CrossSite Scripting vulnerability in Service Catalog. 39 DE49368 Active Service Offerings appear in Catalog search after setting to inactive. 40 DE49449 Error "$digest() iterations reached. Aborting! - Angular.js". 41 DE49419 Popup window with the available actions sometimes does not appear, or is not visible or does not appea 42 DE51104 Unable to view the main screen. 43 DE44195 Permissions issue when synchronizing data between CA SDM and CA Service Catalog. 44 DE51999, DE52012 Service Catalog plugin issue. Unable to fetch select value in form script. 45 DE49752 JPG Images are not displayed in Forms. 46 DE52146 Import not working due to ixutil issue. 47 DE49910 select drop-down comma issue 48 DE49508 Cannot submit a ticket with an attachment when "Attachment Mandatory" is checked after performing an 49 DE49719 Catalog offerings do not load properly are being cut off. The "Add to Cart" and "Check Out" buttons are 52 CA Service Management - 17.3 50 DE52409 Intermittently unable to "Add to Cart" or "Check Out" 51 DE50149 Administrators or Service Catalog designers are taken back to login screen when editing the definition o 52 DE50286 Unable to display any variables in report data objects. 53 DE51605 CA Service Catalog Form issues with missing rows during approvals in table. 54 DE50155 Approving multiple service offerings in a request with same approver. 55 DE52808 Unable to fetch item status drop-down Value. 56 DE50170 CSS-styles for form fields are not included in the form. 57 DE49052 Radio buttons values are not loaded (are blank) in request approval stage 58 DE51402 The links and the tabs are overlapped in the Cart Checkout page. 59 DE51158 Radio button is not selected by default when the form is loaded. 60 DE50278 Service Catalog table property page size not working on USS 61 DE52211 Service catalog form scripting issue. 62 DE49977 Link in Service Option Group description does not look like a link when viewed in CA Service Catalog. 63 DE50822 Help Link in Edit BU and CAServiceManagement Admin, Tools, click on Help Window is not directing to 64 DE49996 Data is lost in multi-select if data contains comma 65 DE51352 CA Service Catalog Vulnerabilities addressed. CA Asset Portfolio Manager S. No. Fixed Issue ID Description 1 DE50424 Installation Failure. CA SDM Mobile Application S. No. Fixed Issue ID Description 1 DE48682 Service Point mobile app against NTLM based Service Point / xFlow URL does not w Known Issues - 17.3 The CA Service Management 17.3 release includes the following known issues: CA Service Management Problem: Unable to login into CA EEM application server after installing CA EEM on Linux (RH Linux or Suse) using the CA Service Management Common Installer 17.3. Solution: Perform the following steps: 1. Uninstall existing CA EEM. Run the following command from where you have installed CA EEM: command eiamuninstall -DFORCE_UNINSTALL=true 2. Install CA EEM server (RH Linux or Suse) manually from CA Service Management DVD. For more information, see Install CA EEM. CA Service Desk Manager Automated Task IDE Tool for Support Automation Fails on Windows 10. Problem: Automated Task IDE Tool for Support Automation is not supported on Windows 10. 53 CA Service Management - 17.3 CA Service Management limitation with Internet Explorer 11 Problem: CA Service Management solution has compatibility issues with certain minor versions of Internet Explorer 11. Workaround: Upgrade Internet Explorer 11 to the latest version. Error message in SA ScriptWriter Problem: The following error message is displayed when you attempt to connect the SA ScriptWriter tool to a server where Support Automation is installed: java.lang.RuntimeException: No compiler found in your classpath! (you may need to add 'tools.jar') Workaround: Close and restart the SA ScriptWriter. Attempt reconnecting to the Support Automation server. Post Installation task fails with pdm_webcache -H option Problem: Post-Installation task fails with pdm_webcache -H option on SDM Application Server on a Slow network connection. Solution: Workaround: 1. Extract the CA Service Desk Manager Installer DVD, remove pdm_webcache -H from SDM_patch.xml file from the installation folder location. 2. Retry the installation. SDM Application server is installed successfully. Unable to edit and save an email Address in EditList Problem : The edit list functionality fails when attempting to edit a field using the Edit in List Option. The following error message is displayed: error AHD04606: 0 records updated; n attempted update(s) failed - see message(s) below. AHD04605:Can't update - someone else has changed email_address Workaround: If you are applying the "fmtFunc" attribute to any field in the list htmpl files and have enabled the edit in list functionality for that list, ensure to add a name attribute to the anchor tag. The fmtFunc attribute converts the field into a hyperlink (wrapped inside HTML anchor tags): <a name='dis_lnk_in_listedit_<any_value>' Here <any_value> must be replaced with a suitable value, such as field name. Unable to establish connection with Microsoft Exchange SMTP server Problem: Recent changes in JavaMail API has changed certain authentication defaults and the following authentication error message is displayed: . No authentication mechanisms supported by both server and client Workaround: This issue occurs when username and password is provided for the SMTP server which is configured with no authentication mechanism. To work around the issue, follow these steps: 1. Remove the existing mail server configuration. 2. Create a new one leaving username and password empty. 3. Restart the server. Unable to launch Support Automation Console Problem: Unable to launch the Support Automation end-user console on a system where Support Automation agent is installed. Launch Support Automation on Google Chrome from where you have installed CA Support Automation. The end-user console disappears within a few seconds when you click Live Chat or Join Analyst Now from the home page. 54 CA Service Management - 17.3 Workaround:Follow these steps: 1. Navigate to <NX_ROOT>\bopcfg\www\CATALINA_BASE_SA\webapps\SupportAutomation\jsp\assistanceSession and edit the forceLogin.jsp file. 2. Search setTimeout ('self.close()', 2000) 3. Modify timeout value from 2000 to 20000. 4. Execute the following commands to restart Apache Tomcat: pdm_tomcat_nxd -t SA -c STOP pdm_tomcat_nxd -t SA -c START xFlow No alert message is displayed in xFlow Interface Problem: Logged in CA Service Desk Managers users do not get alerts or notification messages in Containers, when the SDM Application server is in quiesce mode thereby losing unsaved data. Solution: As of now, no workaround is available for this issue. Unable to login to xFlow Interface and Service Point Containers. Problem: CA Service Management users are not able to login to xFlow Interface or Service Point Containers, when CA SDM Application Server is in quiesce mode. Solution: It is recommended to keep the quiesce time in a lower range value. xFlow Interface session logouts in Containers Problem: In CA Service Desk Manager Container deployment, when Application pod is restarted or scaled down, you may notice that few xFlow Interface sessions are lost and logged in users are logged out when CA SDM Application Server goes down. Solution: Login again and continue. Downloading an attachment from xFlow Interface Problem: The ticket Timeline does not allow users to download an attachment that is added to a ticket. Solution: Currently, there is no workaround available for this issue. Internet Explorer limitations for Command Bar in Japanese language Problem: When the xFlow Interface is launched in Internet Explorer, the Command Bar does not recognize the Japanese inputs provided using an IME. Solution: There is no workaround available for this issue. The xFlow Interface login fails after migrating or upgrading the ITIL Content Pack for CA SDM Problem: When the ITIL content pack for CA SDM 14.1.x is migrated or upgraded to CA SDM 17.3, the xFlow Interface login fails. Workaround: Re-install the ITIL content pack for CA SDM after upgrading or migrating from CA SDM 14.1.x to CA Service Management 17.x. 55 CA Service Management - 17.3 Insights Derived Tables are incompatible for Fields from Different Objects Problem: When creating an ad-hoc view, you ideally select fields that belong to an object and derived tables that are linked to this same object. However, derived tables show incompatibility when fields from different objects that are not directly joined to the derived table are pulled in. For example, you can pull in fields belonging to "chg" object and derived table fields that are linked to "chg". However, you cannot pull "chg" fields with derived tables linked to "nr" object. Workaround: Close and reopen the ad-hoc view. Avoid any incompatible field. Error message in the Insights log file Problem: The following error message is displayed in the InsightMSs.log file: [c.t.c.FreshnessCalculator] calculateFreshnessFromExpires: HTTP date parsing failed Error Solution: This does not affect the Insights functionality and hence no action is required. JasperReports® Server 7.9.0 Tenant user is unable to login to JasperReports Server 7.9.0 Web UI using Organization Id – Username Password. Problem: In JasperReports Server 7.9.0, user created under casm_insights organization is unable to login on Jasper Web UI with Organization Id – Username - Password. Workaround: Perform the following steps to resolve this issue: 1. Login to the JasperReports Server 7.9 installed box. 2. Stop the JasperReportsTomcat service from the services console. 3. Navigate to the JasperReports installation location: <install_dir>\apache-tomcat\webapps\jasperserverpro\WEB-INF. 4. Edit the applicationContext-externalAuth-template-mt.xml file with the following setting: a. Find the property <property name="webUILoginEnabled" value="false" /> b. Set the property value to "true" <property name="webUILoginEnabled" value="true" /> 5. Save the file 6. Start the JasperReportsTomcat service from the services console. 7. Log in to Jasper Web UI with the Organization Id – Username – Password of the tenant user (Ex:- casm_insights – casm_user - password) should be successful. NOTE The fix for this issue is available as part of CASM 17.3 RU12 and CASM 17.2 RU18 versions. CABI JasperReports® Server Performance issues - JasperReports Interface takes a considerable time to launch Problem: JasperReports Interface takes considerable time to launch when it is opened from CA Service Desk Manager/ Insights App. Workaround: Perform the following steps to resolve this issue: 1. Login to CABI JasperReports Server and stop the CABI service. 56 CA Service Management - 17.3 2. Navigate to CABI JasperReports install location: install_dir\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config. 3. Open casm_insights.properties file in an editor and add the token.save flag towards the end: token.save=false 4. Save the file and start CABI service. Unable to create Views and Reports in a CABI JasperReport localized Environment. Problem: Unable to create Views and Reports using Insights in a localized environment. Solution: As of now, there is no workaround available for this issue. Creating a View from CABI JasperReports drop-down does not work in Mozilla Firefox. Problem: Unable to create a View from CABI JasperReports drop-down option. Solution: Select the drop-down option and use the Up and Down arrow keys to select the value. Additionally, you can also use the Chrome browser to create View from the drop-down option. CABI JasperReports Server 6.4.3 does not optimally function on Internet Explorer 11 Problem: CABI JasperReports Server does not optimally function on Internet Explorer 11. Workaround: Follow these steps: 1. Navigate to <Tomcat Directory>:\webapps\jasperserver-pro\WEB-INF\decorators folder. 2. Add the following tag in the decorator.jsp and minimalDecorator.jsp <header> sections: <meta http-equiv="X-UA-Compatible" content="IE=Edge"/> 3. Restart the Apache tomcat server. The CABI JasperReports Server 6.4.3 install media path cannot be more than 45 characters Problem: CABI JasperReports Server install media path presents an error if more than 45 characters are used in the install media path. Solution: There is no workaround available for this issue. CA Service Catalog Cannot display charts in Data Views Problem: Graph type Data Views cannot be rendered in the dashboards due to removed support for Applets. Solution: As of now there is no workaround. Case sensitivity for user name in Oracle database Problem: The user name for CA Service Catalog is case-sensitive in Oracle database. Solution: Enter the correct user name. Form Designer style attribute is not supported for Dual List Problem: Form Designer style attribute is not supported for Dual list. Solution: There is no workaround available for this issue. 57 CA Service Management - 17.3 While configuring CA Service Catalog, if the database level collation is changed, the MDB task fails during installation Problem: MDB database installation fails. Workaround:Follow these steps: 1. After Configuration of CA Service Catalog - MDB task failure in the installer, navigate to USM_HOME\temp\mdb (for example: C:\Program Files\CA\Service Catalog\temp\mdb1.5\windows\Unicenter_Service_Management-1.0_mssql/ DBTable) and modify the xml files for MDB tables as following: a. Search for the following: @COLLATE_SENSITIVE@ b. Replace it with: @COLLATE_INSENSITIVE@ 2. Retry upgrading or installing CA Service Management 17.3 CA Asset Portfolio Management Unable to add cost to an asset in a localized environment Problem: Unable to add cost to an asset with Data Importer in any localized environment. Solution: There is no workaround available for this issue. Incorrect Microsoft SQL Server Database Version is Displayed Problem: Login to CA APM. Navigate to Administration, system configuration, Database, MS SQL Server Microsoft SQL Server version is always displayed as 'MS SQL SERVER 2008' instead of the correct installed Microsoft SQL Server versions (for example, 'MS SQL SERVER 2012/'MS SQL SERVER 2016/'MS SQL SERVER 2018). Solution: Perform the following steps: 1. Launch the Microsoft SQL Developer tool to connect to MDB database, 2. Open a new SQL Worksheet and execute the following query: select * from AL_CDB_CONFIGURATIONPARAMETERS where CONFIGVALUE='MS SQL SERVER 2008' and componentkey='Database' and configkey='SqlServerVersionddl'; 3. If the search result shows a record finding, run the following query. update AL_CDB_CONFIGURATIONPARAMETERS set CONFIGVALUE='MS SQL SERVER 2016' where CONFIGVALUE='MS SQL SERVER 2008' and componentkey='Database' and configkey='SqlServerVersionddl'; 4. In above query, locate set CONFIGVALUE='MS SQL SERVER 2016' replace it with CONFIGVALUE='<MS SQL SERVER VERSION>' as per the SQL Server version installed in your environment. 5. Reset IIS. CA Asset Portfolio Management shows incorrect version information Problem: After CA Asset Portfolio Management is installed, the version information is displayed as 17.0.0.333, instead of 17.3. Solution: There is no workaround available for this issue. Error occurs in the event service when CA SAM and CA APM are integrated Problem: When CA APM and CA SAM are integrated, SOAP errors are displayed in the event service. The error messages that are returned by CA SAM web services to CA APM Event Service cannot be processed due to the missing configuration settings. Client Inspector present in the event service is not automatically enabled. 58 CA Service Management - 17.3 Solution: To review the error message that is returned by CA SAM web services, perform the following steps: 1. Check the file properties of ...\CA\ITAM\Event Service\CA.Common.Utilities.dll . Select Details, File Version and note the version number. NOTE The version number that is noted must be updated in the Version parameter. 2. Edit the file ...\CA\ITAM\Event Service\CA.Applications.EventService.exe.config. 3. Locate the system.serviceModel element in the file and add or update the settings to match the following: <client><endpoint address="http://<SAM SERVER>/sam/prod/soap/dyn_server.php" binding="basicHttpBinding" bindingConfiguration="BasicHttpBinding_IOEMService" contract="st_importPortType" behaviorConfiguration="clientInspectorsAdded" name="st_importPortType"/> </client> <behaviors> <endpointBehaviors> <behavior name="clientInspectorsAdded"> <clientInterceptors/> </behavior> </endpointBehaviors> </behaviors> <extensions> <behaviorExtensions> <add name="clientInterceptors" type="CA.Common.Utilities.SAMMessageInpectorBehavior, CA.Common.Utilities, Version=14.1.2.308, Culture=neutral, PublicKeyToken=null"/> </behaviorExtensions> </extensions> CA Asset Portfolio Management (APM) Installation Fails. Problem: CA APM installation fails during the 'Preparing installation of CA APM' step, and the following error message is displayed: "Exit code is non 0". Solution: This issue occurs when any other software is installed on the same server, that requires a system restart. Restart the server and install CA APM again. 59 CA Service Management - 17.3 Tenancy Management Page Does not Display on Google Chrome and Microsoft Edge Problem: This is valid on all supported operating environments with Google Chrome and Microsoft Edge browsers. Solution: Common Administration for Service Management (CASM) component provides multi-tenancy administration for CA APM. If you plan to perform Tenancy Management in CA APM, use a browser other than Google Chrome and Microsoft Edge. Mobile App Ticket Details Not Displayed The following known issue is reported in CA Service Management 17.3.0.18. Problem: Analysts cannot view the details of tickets in the mobile app. Solution: For attributes to appear in the mobile app, administrators must configure and enable them. Perform the following steps 1. Configure mobile attributes. Follow Configure the Mobile Attributes for Tickets. 2. To enable the mobile attribute in the mobile app, navigate to Administration >xFlow Interface > Object Attributes. a. Select the mobile attribute. b. Click Edit. c. Select the Show in Mobile Attributes checkbox. d. Select Save. 3. Restart the CA xFlow Interface service. Supportability Matrix The CA Service Management 17.3 Supportability Matrix contains information that is related to the following: NOTE CA Service Management supports service packs and point releases not necessarily noted on this matrix as long as the problem reported is reproducible with versions that are listed on the support matrix. CA Technologies reserves the right to refuse support of new point releases should the reported problem require a major redesign to function properly. If the resolution to a problem is determined to be outside the realm of CA Support responsibilities, they may ask that you escalate your request for certification to your local account team. Operating System • The certified edition of the Microsoft Windows Server platform is Standard, Enterprise, and Data left. • For configuration on a Linux or Unix server platform, we recommend that you install the database of the product on Linux or Unix platform and access the web client interface on the Windows platform. Operating System - CA Service Management Solution Operating System CA SDM CA Service Catalog CA APM xFlow Interface Microsoft Windows Server 2019 R2 Yes Yes Yes Yes Microsoft Windows Server 2019 Yes Yes Yes Yes Microsoft Windows Server 2016 R2 Yes Yes Yes Yes 60 CA Service Management - 17.3 Microsoft Windows Server 2016 Yes Yes Yes Yes Microsoft Windows Server 2012 R2 Yes Yes Yes Yes Microsoft Windows Server 2012 Yes Yes Yes Yes RHEL 7.2 (x86; 64-bit only) Yes No No Yes RHEL 8.1* (x86, 64-bit only) Yes No No Yes SUSE Linux Enterprise Server 12 SP2 (64-bit only) Yes No No Yes NOTE *RHEL 8.1 is supported on CA Service Management 17.3.0.2 onwards. Operating System - Other Components NOTE Elastic Search Server is upgraded from 2.1.1 to 7.10.2 for CA Service Management 17.3.0.6 to 17.3.0.11 version. NOTE Elastic Search Server is upgraded from 7.10.2 to 7.16.2 for CA Service Management 17.3.0.12 to 17.3.0.17 version. NOTE Elastic Search Server is upgraded from 7.16.2 to 7.17.6 for CA Service Management 17.3.0.18 and higher versions. Operating System CA EEM 12.6/ CA EEM 12.6 CR02, CA EEM 12.6.3.0CA EEM 12.6.4.0 CA Process JasperReports Automation (4.3.5, 8.1.1 and 7.9 4.3 SP4 *, 4.3 SP3, 4.3 SP2, 4.3 SP5, 4.3.5 CP01+HA01, 4.3.05 CP06**, 4.3.05 CP08, 4.4.00 CP02) Search Server Microsoft Windows Server 2019 R2 Yes Yes Yes Yes Microsoft Windows Server 2019 Yes Yes Yes Yes Microsoft Windows Server 2016 R2 Yes No Yes Yes Microsoft Windows Server 2016 Yes (12.6) Yes Yes Yes Microsoft Windows Server 2012 R2 Yes Yes Yes Yes Microsoft Windows Server 2012 Yes Yes Yes Yes 61 CA Service Management - 17.3 * RHEL 7.2 (x86; 64-bit only) Yes Yes No Yes SUSE Linux Enterprise Server 12 SP2 (64-bit only) Yes No No Yes NOTE * RHEL 8.1 is supported on CA Service Management 17.3.0.2 and above versions. NOTE • JasperReports Server r8.1.1 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.10. • Jaspersoft Studio r8.1.0 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.14. • * Indicates to apply CA Process Automation 4.3 SP4 CP01 after applying CA Process Automation 4.3 • • • • SP4. For more information on how to apply the CA PAM 4.3 SP4 CP01 patch, login to Broadcom Support and review the Knowledge Base Solution SO08526. ** Indicates to apply CA Process Automation 4.3.05 CP06 after applying CA Process Automation 4.3.05. For more information on how to apply the CA PAM 4.3.05 CP06 patch, login to Broadcom Support and review the Knowledge Base Solution 99111429 CA Process Automation 4.3.05 CP06 is supported from CA Service Management 17.3 RU13 and higher versions. CA Process Automation 4.4.00 CP02 and 4.3.05 CP08 are supported from CA Service Management 17.3 RU21 and higher versions . CA EEM 12.6.4.0 is supported from CA Service Management 17.3 RU20. Database The following databases are certified on 64-bit: NOTE CA Service Desk Manager Containers does not support Japanese with Microsoft SQL Server Database. IMPORTANT To enable SQL Always ON with listener for Microsft SQL Server, perform the below post-installation steps for CA Service Catalog ONLY: 1. After configuring the availability group listener, ensure to update the connection string to connect to the Always On availability group listener. 2. OpenUSM_HOME\config.properties and update the connection string of DBSource.url key with: ;MultiSubnetFailover=True Use semicolon as a separator in step 2. DB Source URL: jdbc:sqlserver:// XX.XX.XXX.XXX:XXXX;instanceName=MSSQLSERVER;databaseName=mdb;SelectMethod=cursor;MultiSubnetFailover=True 3. Restart the Service Catalog services. Database - CA Service Management Solution Database CA SDM CA Service Catalog CA APM xFlow interface Microsoft SQL Server 2019 Yes Yes Yes Yes Microsoft SQL Server 2017 Yes Yes Yes Yes Microsoft SQL Server 2016 Yes Yes Yes Yes 62 CA Service Management - 17.3 Microsoft SQL Server 2014 Yes Yes Yes Yes Microsoft SQL Server 2012 Yes Yes Yes Yes Oracle 19c Yes Yes Yes** Yes Oracle 19c RAC Yes Yes Yes** Yes Oracle 12c Yes Yes No Yes Oracle 12c RAC Yes Yes No Yes Oracle 12c R2 Yes Yes Yes* Yes Oracle 11g R2 Yes Yes Yes Yes Oracle 11g R2 RAC Yes Yes Yes Yes NOTE • If you are using Oracle 12c R2, the CA Service Management common installer is unable to connect to • • database due to change in the acceptable authentication protocol. To connect to the database, perform the manual steps as an administrator. Follow these steps: a. Open DB_HOME\network\admin\sqlnet.ora file and add a new entry "SQLNET.ALLOWED_LOGON_VERSION=11". b. Reset the system user (DBA Account) password using sqlplus. This allows the support for older client password encryption. command: alter user <username> identified by <password>. * CA APM Oracle 12c R2 (64-bit) is supported with Oracle Client 11gR2 (32-bit). * *CA APM uses Oracle 19c 32-bit client. Database - Other Components Database CA Process Automation (4.4.0 CP02, 4.3.5 CP08, 4.3.05 CP06, 4.3.5, 4.3 SP4 CP01, 4.3 SP3, 4.3 SP2) JasperReports 8.1.1 and 7.9 Search Server Microsoft SQL Server 2019 Yes Yes Yes Microsoft SQL Server 2017 Yes Yes Yes Microsoft SQL Server 2016 Yes Yes Yes Microsoft SQL Server 2014 Yes Yes Yes Microsoft SQL Server 2012 Yes No Yes Oracle 19c Yes Yes Yes Oracle 19c RAC Yes Yes Yes Oracle 12c Yes Yes Yes Oracle 12c RAC Yes Yes Yes Oracle 11g R2 Yes No Yes Oracle 11g R2 RAC Yes No Yes 63 CA Service Management - 17.3 Web Browser • Apple Safari is not supported on Windows operating systems. • Support Automation feature for analyst is not supported on Microsoft Edge. • The web chat feature of Support Automation is only available on Safari browser of Apple MAC OS 10.8.4 (desktops/ laptops). • CA Service Catalog is certified for Microsoft Internet Explorer 11 in the Microsoft Internet Explorer 10 document mode. Web Browser - CA Service Management Solution NOTE • If you are facing any performance issues with older versions of Microsoft Edge, try using the latest Microsoft Edge version (81.0.416.68). • JasperReports Server r8.1.1 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.10. • Jaspersoft Studio r8.1.0 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.14. Web Browser CA SDM CA Service Catalog CA APM xFlow interface Microsoft Internet Explorer 11.0.9600 and above Yes Yes Yes* Yes Microsoft Edge 41.16299 Yes and above on Windows 10 Yes Yes Yes Mozilla Firefox ESR 60.3.0 and above Yes Yes Yes Yes Google Chrome 68.0 and Yes above Yes Yes Yes Apple Safari 12.0.3 and above Yes Yes Yes Yes NOTE * Indicates Microsoft Internet Explorer is not supported from CA Service Management 17.3.0.19. Web Browser - Other Components NOTE Xtraction 2019.1 and 2021.3 versions does not optimally function on Internet Explorer 11. Xtraction (2018.4 Web Browser CA EEM 12.6/12.6 CR02 CA EEM 12.6.3.0 ** CA Process JasperReports 8.1.1 and 7.9 CA EEM 12.6.4.0 Automation 4.4.0*, 4.3.5**, and 4.3.4 CP01+HA01 Microsoft Internet Explorer 11 Yes Yes Yes No Yes Microsoft Edge 41.16299 and above on Windows 10 No Yes No Yes No Mozilla Firefox ESR No 52.5.3 and above Yes Yes Yes Yes 64 CA Service Management - 17.3 Google Chrome 57.0 and above No Yes Yes Yes Yes Apple Safari 10.1.2 and above No No No Yes No NOTE • JasperReports Server r8.1.1 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.10. • Jaspersoft Studio r8.1.0 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.14. • * Indicates CA Process Automation Release 4.4.0 CP02 is certified with 17.3.0.21 and 4.4.0 is certified with 17.3.0.18 and above. • ** Indicates CA Process Automation Release 4.3.5 CP08 is certified with 17.3.0.21 and above. • CA EEM 12.6.4.0 is supported from CA Service Management 17.3 RU20. CA Service Management Containers CA Service Management supports CA ServiceDesk Manager and CA Service Catalog Containers on Kubernetes 1.15.x (1.21.x as of version 17.3.0.3). Table 1: CA Service Management Containers Supported On CA SDM 17.3 CA Service Catalog 17.3 xFlow Interface RASA Server Microservices for Virtual Analyst Search Server Base Image CentOS 7 CA SDM 17.3.0.3 container base Image is upgraded to CentOS 8.2. CentOS 7 CA Service Catalog 17.3.0.3 container base image is upgraded to CentOS 8.2. Alpine Alpine Database Microsoft SQL Server and Oracle Database Microsoft SQL Server and Oracle Database Software Requirements • Docker 19.03 • Kubernetes 1.15.x (1.21.x as of version 17.3.0.3) Hardware Requirements For Kubernetes, you need 1 master node and 2 or more worker nodes. For each node of Kubernetes cluster, the minimum hardware requirement is as follows: • CPU: 8 core minimum • RAM: 16 GB minimum • Disk Space: 200 GB minimum • OS: Linux CentOS 7.x is supported for Docker containers Persistent Volume (PV) Persistent Volumes with read write many option. Load balancer Ingress Customization On Persistent Volume SSL On Ingress On Ingress Rasa core Microsoft SQL Server and Oracle Database On Persistent Volume On Persistent Volume on Ingress On Ingress Single Sign On (SSO) SAML SAML SAML Supported Upgrade 14.1.x & 17.1.x 14.1.x & 17.1.x 14.1.x & 17.1.x On Ingress 65 CA Service Management - 17.3 Mobile and Tablet • The capability and experience of Apple Safari browser on an Apple iPad is not similar to that of Apple Safari browser • on an Apple desktop or laptop running on MAC OS X. The xFlow Interface is tested on a 9.7-inch iPad running on iOS 10.3.2. It was also observed that the popup alignment looks better in the vertical mode. Mobile Platform Mobile Platform CA Service Management Mobile App Apple iOS 8 and above Yes Android 8 and above Yes Mobile Platform CA Service Point Apple iOS 12 and above Yes Android 8 and above Yes Web Broswer on a Tablet Web Browser on Tablet iOS And Apple Safari 10.1.2 and above Yes Yes Google Chrome 57.0 and above Yes Yes Mozilla Firefox ESR 52.5.3 and above No No CA Common Components The CA Service Management solution includes a limited entitlement to CA Process Automation and CABI. The entitlement is restricted to use within the context of workflows that are associated with the products. CA Common Components - CA Service Management Solution CA Common Components - CA Service Management Solution CA Common Components CA SDM CA Service Catalog CA APM CA EEM (12.6/12.6 CR02) Yes Yes Yes CA EEM 12.6.3.0****, CA EEM 12.6.4.0 Yes Yes Yes CA Process Automation (4.4.0*, Yes 4.3.5**, and 4.3.4 CP01+HA01) Yes Yes JasperReports Server 8.1.1 and Yes 7.9** No No Jasper Studio 8.10 and 7.9*** No No Yes NOTE • * Indicates CA Process Automation Release 4.4.0 CP02 is certified with 17.3.0.21 and 4.4.0 is certified with 17.3.0.18 and above. • ** Indicates CA Process Automation Release 4.3.5 CP08 is certified with 17.3.0.21 and above. NOTE ** Indicates that JasperReports Server r8.1.1 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.10. 66 CA Service Management - 17.3 *** Indicates that Jasper Studio r8.1.0 is certified with 17.3.0.22 and r7.9 is certified with 17.3.0.14. We encourage you to plan for the migration to CA Business Intelligence JasperReports Server 8.1.1. For more information on the upgrade instructions, refer CA Business Intelligence JasperReports Server 8.1.1. You must upgrade to the latest rollup versions of CA Service Management starting from 17.3.0.22 to adapt CA Business Intelligence JasperReports Server 8.1.1. NOTE CA EEM 12.6.4.0 is supported from CA Service Management 17.3.0.20. Contact Broadcom Support to download CA EEM 12.6.4.0 **** CA EEM 12.6.3.0: Contact Broadcom Support to download CA EEM 12.6.3.0. Apply the following fixes to integrate CA EEM 12.6.3.0 with CA SDM or CA Service Catalog: CA EEM 12.6.3.0 is supported on CA SDM 17.3.0.2 and above versions. • CA SDM (Windows): Apply patch fix 99111260 from Broadcom Support to integrate CA SDM (Windows) with CA EEM 12.6.3.0. • CA SDM (Linux): Apply patch fix 99111261 from Broadcom Support to integrate CA SDM (Linux) with CA EEM 12.6.3.0. • CA Service Catalog: Apply patch fix 99111259 from Broadcom Support to integrate CA Service Catalog with CA EEM 12.6.3.0. CA EEM 12.6.3.0 is supported from CA APM (ITAM) 17.3.0.11. For the CA APM (ITAM) installations on Windows Server 2012 R2, the following CIPHERs are not supported. For more information, refer the CA EEM 12.6.3.0 Release Notes. • TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256 ECDHE-RSA-AES128-GCM-SHA256 • TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 ECDHE-RSA-AES256-GCM-SHA384 Third-Party Common Components Third-Party Components - CASM Solution Third-Party Common Components CA SDM CA Service Catalog .NET Framework 3.5, 4.5, 4.6 and .NET Extensibility 4.7 Yes NA Internet Information Server 7.0, 8.0, 10.0 Yes NA Apache Tomcat Yes (8.5.43) For CA SDM Containers, Apache Tomcat 8.5.47 is supported. (9.0.58) Starting from 17.3 RU14, Apache Tomcat 9.0.58 is supported. (9.0.71) Starting from 17.3 RU21, Apache Tomcat 9.0.71 is supported. Yes (8.5.43) For CA Service C Apache Tomcat 8.5.47 is (9.0.58) Starting from 17.3 RU14, supported. (9.0.71) Starting from 17.3 RU21, supported. 67 CA Service Management - 17.3 AdoptOpenJDK Yes (11.0.3) 64-bit CA Service Management Containers (CA SDM and CA Service Catalog) are supported on AdoptOpenJDK 11.0.5. (11.0.12+7) Starting from 17.3 RU14, AdoptOpenJDK 11.0.12+7 is supported. (11.0.18) Starting from 17.3 RU21, AdoptOpenJDK 11.0.18 is supported. Yes (11.0.3) 64-bit (11.0.12+7) Starting from 17.3 RU14, is supported. (11.0.18) Starting from 17.3 RU21, supported. PHP 7.2, 7.3 No NA PHP 7.3.29, 7.4.23 No NA PHP 7.2, 7.3 No NA Search Server 7.10.2, 7.16.2, 7.17.6 Yes No RASA 1.8.3, 3.0.6 No No NOTE • * Indicates that the Asset Management System (AMS) component of CA APM uses Java 11.0.1 64-bit. • From 17.3 RU21, Asset Management System (AMS) component of CA APM uses Tomcat 9.0.71 and Open JDK 11.0.18. • Download the AdoptOpenJDK from https://adoptopenjdk.net/ or one of its affiliated sites. NOTE There is change in Rasa version 1.7.4 and it will not work anymore on Windows. Due to this, we have updated the installation steps to install Rasa 1.8.3. Ensure to install the correct version of Microsoft Visual C++ Build Tools and Rasa to train the NLU server. NOTE From 17.3 RU13, CA Service Management includes the support for RASA 3.0.6, which contains remediation for many security vulnerabilities. For CA Service Management 17.3 RU13 or higher versions, you can use either RASA 1.8.3 or RASA 3.0.6 versions. You can choose the version of you choice to use for the Virtual Analyst. For CA Service Desk Manager Containers, RASA 3.0.6 is not supported. SMTP Mail Server SMTP Mail Server CA SDM Microsoft Exchange Server 2016 Yes Microsoft Exchange Server 2013 Yes Microsoft Exchange Server 2010 Yes Microsoft Exchange Server 2007 Yes Microsoft Windows SMTP Service Yes Microsoft Exchange Online (Office 365) Yes 68 CA Service Management - 17.3 IBM Lotus Domino 6.5.1 Yes NOTE IBM Lotus Domino 6.5.1 does not support AUTH PLAIN authentication. As a workaround, CA Service Desk Manager can be configured to send e-mail to the Microsoft Windows SMTP Service (which supports AUTH PLAIN and NTLM authentication), and then have the Microsoft Windows SMTP Service relay the e-mails to IBM Lotus Domino. Client Operating Systems Client Operating System - CA Service Management Solution Client Operating System CA SDM CA Service Catalog CA APM Microsoft Windows 10 Yes Yes Yes Microsoft Windows 8 Yes Yes Yes Microsoft Windows 7 Yes Yes Yes Apple MAC OS 10.8.4 Yes* Yes Yes WARNING * indicates that only the web chat feature of Support Automation is available on Safari browser of Apple MAC OS 10.8.4 Integration Integration - CA Service Management Solution Product CA SDM CA Service Catalog CA APM ITCM (CA IT Client Automation) 14.0.2000.255 Yes No No CA SiteMinder (SSO) 12.6 Yes Yes Yes CA Spectrum Automation 10.1.1 Yes No No Catalyst Container 3.4 Yes No No CA Service Operations Insight (SOI) 4.0 SP2 Yes No No CA Configuration Automation (CCA) 12.8.6, 12.9 Yes No No CA Application Performance Management (APM) 10.3 Yes No No CA Identity Manager 12.6.8 Yes No No Microsoft SharePoint 2016, 2013, and 2010 Yes Yes No Interoperability CA strongly recommends upgrading all the Service Management capabilities in a customer environment using the common installer and common administration capabilities that are available with CA Service Management 17.3 solution. If you plan to upgrade product by product in a phased manner, the information in below tables can be used as a guideline to see the interoperability among the Service Management capabilities. 69 CA Service Management - 17.3 Interoperability - CA SDM Product CA Service Catalog CA APM CA Service Desk Manager 14.1 Yes Yes CA Service Desk Manager 17.0 Yes Yes CA Service Desk Manager 17.1 Yes Yes CA Service Desk Manager 17.2 Yes Yes CA Service Desk Manager 17.3 Yes Yes Product CA SDM CA Service Catalog CA Asset Portfolio Management 14.1 Yes Yes CA Asset Portfolio Management 17.0 Yes Yes CA Asset Portfolio Management 17.1 Yes Yes CA Asset Portfolio Management 17.2 Yes Yes CA Asset Portfolio Management 17.3 Yes Yes Product CA SDM CA APM CA Service Catalog 14.1 Yes Yes CA Service Catalog 17.0 Yes Yes CA Service Catalog 17.1 Yes Yes CA Service Catalog 17.2 Yes Yes CA Service Catalog 17.3 Yes Yes Interoperability - CA APM Interoperability - CA Service Catalog Compliance Compliance - CA Service Management Solution Accessibility CA SDM CA Service Catalog CA APM xFlow Interface Section 508 Compliance Yes Yes * Yes Yes Web Content Accessibility Guidelines (WCAG) 2.0 Yes Yes* Yes Yes Internet Protocol version 6 (IPv6) Yes No No No Federal Information Processing Standards (FIPS) Yes No No No Secure Sockets Layer (SSL) Yes Yes Yes Yes Transport Layer Security (TLS) 1.2 Yes Yes Yes Yes 70 CA Service Management - 17.3 NOTE * indicates compliance with a few exceptions. For more information, see Section 508 Compliance. Load Balancing Load Balancing - CA Service Management Solution Load Balancer CA SDM CA Service Catalog CA APM Apache Web Server Yes Yes Yes F5 Networks Yes Yes Yes Microsoft NLB No No Yes Catalyst Connector for CA Service Desk Manager (SDM) Catalyst Connector for CA SDM CA SDM Catalyst Connector Supported Version 17.3 r3.4.1 Certified with CA Service Operations Insight r3.2 CUM2, r3.2 CUM3, Product Documentation The CA Service Management solution documentation is available in the following languages. Some of the products in the solution support additional languages such as Canadian French, Traditional Chinese, Danish, and so on, which are not supported by documentation. Refer to the English documentation for such languages. Documentation - CASM Solution • • • • • • • English French Italian German Spanish Japanese Brazilian Portuguese Internationalization and Localization An Internationalized product (also referred to as a language-certified product) is an English-language product that runs on local language versions of the supported operating system and required third-party products. Internationalized products support local language data for input and output, and also support the ability to specify local language conventions for date, time, currency, and number formats. NOTE CA Service Management 17.3.0.4 and above will support partial translations for German and Italian languages. New Features strings will not be translated in these languages and will appear in English. The following must be considered: • CA Business Intelligence JasperReports Server is supported only in English. • The reports are localized in the following languages: – CA Service Desk Manager 17.3: French, German, Italian, Japanese, Spanish, and Brazilian Portuguese – CA Asset Portfolio Manager 17.3: French, Italian, German ,Spanish, Japanese, and Brazilian Portuguese. – CA Service Catalog 17.3 reports: Not localized. 71 CA Service Management - 17.3 Localized Versions of The Product Supported Based on Operating System Language Operating System German Windows and Linux French Windows and Linux Brazilian Portuguese Windows Italian Windows Spanish Windows Japanese Windows and Linux Internalization - CASM Solution Internationalization CA SDM CA Service Catalog CA APM xFlow Interface JasperRepor (8.1.1 and 7.9 English Yes Yes Yes Yes Yes French Yes Yes Yes Yes No German Yes Yes Yes Yes No Japanese Yes Yes Yes Yes No Italian Yes Yes Yes Yes No Spanish Yes Yes Yes Yes No Brazilian Portuguese Yes Yes Yes Yes No Finnish No Yes No No No Dutch No Yes No No No Danish No Yes No No No Swedish No Yes No No No Localization - CASM Solution Localization CA SDM CA Service Catalog CA APM xFlow Interface JasperReports 8.1.1 a English Yes Yes Yes Yes Yes French Yes Yes Yes Yes No German Yes Yes Yes Yes No Japanese Yes Yes Yes Yes No Italian Yes Yes Yes Yes No Spanish Yes Yes Yes Yes No Brazilian Portuguese Yes Yes Yes Yes No Finnish No Yes No No No Dutch No Yes No No No Danish No Yes No No No Swedish No Yes No No No Check out where we're going; attend a CA Product Roadmap Session We are always listening to our customers, and one of the most common requests we receive is for insight into our Product roadmap. You can now join your industry peers to hear directly from our product management team about the future 72 CA Service Management - 17.3 direction of our products. By attending the product roadmap and feedback sessions, you will gain firsthand knowledge about upcoming product functionality and features along with architectural enhancements. At Broadcom, we strive to eliminate the barriers between your ideas and the business outcomes you seek. For more information, Register for an upcoming Service Management Roadmap Session on BrightTalk this November: • EMEA/APJ • Americas Defect Resolution Process In CA Service Management, customer reported issue is characterized as a defect. This article outlines the process for defect triage, defect resolution, and the delivery cadence. How to Report a Defect CA Support is a one-point destination for reporting a product defect. For other queries, ideas, tips, and feature enhancements, that do not fit the definition of a defect, can be submitted in the CA Service Management community. The community provides a unique opportunity to network and help you maximize your software investment by tapping into a community of expertise, open 24/7. Defect Triage Each defect is triaged and subsequently a technical severity is assigned to the defect, by the Customer Voice team (CV Team). The technical severity mentioned above is different from the CA Support case assignment severity. The technical severity helps prioritize workload within the CV Team for the purpose of delivering solutions to reported defects. NOTE All defects that are triaged and determined to be an enhancement request should be submitted as idea for consideration in future releases. The idea must be submitted by the customer in the CA Service Management community. Severity Description S1 System-down or a product-inoperative condition impacting production environment, and an immediate workaround is not available. S2 A high-impact business condition possibly endangering a production environment. Criteria • • • • • • • • • • • Causes downtime Irrecoverable data corruption Daily application crash Critical security exploits Blocks a critical business functionality. Blocks a product functionality with no available workaround Impacts but does not block a critical business functionality Causes recoverable data corruption or loss Pertains to significant performance degradation Causes localization defects that make the functionality unusable Causes application crash weekly or less frequently 73 CA Service Management - 17.3 S3 A low-impact business condition with most software functions still usable; however, some circumvention might be required to provide service. • Impairs users ability to use full functionality set of the product • Might have a reasonable work-around • Insignificant performance degradation • Incomplete/Incorrect un-installation of the application • Incorrect error or log messages • Accessibility or usability defects causing minor inconvenience S4 A minor problem or question that does not affect the software function. • Causes confusion or inconvenience but • • does not result in loss of functionality Low business impact Low visibility or impacts small set of users Defect Communication All customer reported defects can be tracked through Broadcom Support Online. An update is provided when the triage is complete. The frequency of updates for an S1 is high. For lower severity defect, the updates are available based on the progress milestones. Cadence for Delivery Method Defect fixes are delivered quarterly through either a cumulative patch, a roll-up patch, or GA release. TIP • We recommend that you review and meet the prerequisites before you install either a cumulative patch, a roll-up patch, or GA release. • Before applying either a cumulative patch, roll-up patch, or a release, we recommend that you verify them in • • a test environment that is a representative of your production environment in terms of the configuration and data volume. A cumulative patch, and roll-up patch is available for download from the Solutions and Patches page. The GA release is available through the CA Service Management Product Download page. Mobile App updates are made available through Google Play or Apple App Store. A cumulative patch or the next release will contain fixes from the previous cumulative patches, roll-up patches, and test fixes (released, and unreleased). A cumulative patch ensures optimal performance and seamless system maintenance. Also, it reduces the overall patch level complexity and ensures that the collection of fixes are interoperable as they undergo a complete QA lifecycle. A roll-up patch contains the fixes for S1, S2 defects since the last cumulative patch or roll-up patch. The roll-up patch undergoes QA testing that is limited to the following: • Verification of the fix that is resolved in the patch. • Regression and integration test coverage that is limited to the impacted product area. Severity Delivery Method S1 Test fix* Additional Information A work-around or test fix is provided to the affected customers to support business continuity based on the latest cumulative patch or roll-up patch. 74 CA Service Management - 17.3 S2 Cumulative patch Resolution for a S2 defect will be provided through the next available cumulative patch, roll-up patch, or product release. In critical cases, a test fix may be provided to the customer based on the latest cumulative/roll-up patch level. S3 Cumulative patch or future release Resolution of a S3 defect will be provided on a case-by-case basis either through a cumulative patch or a future release based on the complexity and risk. S4 Selected defects in a cumulative patch or a Low severity defects that affect several future release customers would be considered for resolution in a cumulative patch or a future release. Other S4 defects are closed. * indicates Test fixes are not provided for xFlow Interface, CA ITAM, and Mobile App. Product Accessibility Features CA Technologies is committed to helping users with a wide range of abilities to use our products and supporting documentation to accomplish vital business tasks. This section outlines the accessibility features that are part of the CA Service Management product solution. This section contains the following topics: Product Enhancements CA Service Management 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 processed 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 operating environment, so it will be slightly different for each operating environment 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 select 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 75 CA Service Management - 17.3 Lets you make the cursor easier to find or minimize 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 select alternative keyboard layouts. Mouse You can use the following options to make your mouse faster and easier to use: Click Speed Lets you select how fast to click the mouse button to make a selection. Click Lock Lets you highlight or drag without holding down the mouse button. 76 CA Service Management - 17.3 Reverse Action Lets you reverse the functions controlled by the left and right mouse keys. Blink Rate Lets you select how fast the cursor blinks or if it blinks at all. Pointer Options Lets you complete the following tasks: • • • • • Hide the pointer while typing Show the location of the pointer Set the speed that the pointer moves on the screen Select 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 supported keyboard shortcuts. These keyboard shortcuts are applicable to all CA Service Management products - CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management. 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 xFlow Interface Shortcuts Alt+m Notification icon. Displays the Notification overlay with the focus on Mark All As Read option. Alt+t Brings the focus to Tickets in Streams. Alt+s Save stream. In the stream builder, when you create or edit a stream, click Alt+s to save the stream. Alt+c Cancel stream. In the stream builder, when you create or edit a stream, click Alt+c to cancel creating or editing the stream. 77 CA Service Management - 17.3 Alt+p New Message button in Team Messages. When a new message is added while the Team Messages page is open, a pop-up appears displaying the New Messages button. Click on the button to display the latest messages. xFlow Interface Calendar Shortcuts Left arrow Focus on the previous date. Right arrow Focus on the next date. Up arrow Focus on the same day in the previous week. Down arrow Focus on the same day in the next week. Page Up Focus on the same date in the previous month. Page Down Focus on the same date in the next month. Home First date of the view End Last date of the view Enter Select the date Space Select the date Esc Close the calendar and focus on the input CA Service Desk Manager Keyboard Shortcuts List Page Alt+C Activates the List Edit Cancel button to cancel edit mode and discard all unsaved updates. Does nothing if not in List Edit mode. Alt+E Activates the Edit in List button to switch to List Edit mode. Alt+G Switches focus to the object type dropdown select in the Go button frame. Alt+M Switches focus to the first menu in the main menu bar (the File menu). Alt+P Switches focus to the first tab in the product toolbar (the Service Desk tab). Alt+S Activates the Search button to request a new search. Alt+X Switches focus to the top of the tree control in the left frame of the current page. There are left-frame tree controls on all tabs of the main page, the Knowledge Categories form, and the Knowledge Tree Designer. Alt+X has no effect if the current page does not include a left frame containing a tree control. Ctrl+W Closes the browser. Detail Pages Alt+C In edit mode, activates the Cancel button to return to read-only mode and discard all unsaved changes. Does nothing in read-only mode. Alt+E In read-only mode activates the Edit button to switch to edit mode. Alt+G Switches focus to the object type dropdown select in the Go button frame. Alt+M Switches focus to the first menu in the main menu bar (the File menu). Alt+N Switches focus to the first link on the index of the page's notebook (if present). 78 CA Service Management - 17.3 Alt+P Switches focus to the first tab in the product toolbar (the Service Desk tab). Alt+S In edit mode, submits the form by activating the Save, Continue, OK, or Finished button. In read-only mode, activates the Search button on the first deferred tab containing a list page or does nothing if no exposed deferred tabs contain a list page. Alt+number Switches focus to the notebook index link for one of the ten tabs in the notebook. Alt+1 switches focus to the index link of the first tab; Alt+2 to that of second tab; and so on to Alt+0, which switches focus to the index link of the tenth tab. In Internet Explorer, you must activate the link by pressing Enter after the pressing the access key. In Mozilla, the link is automatically activated when you press the access key. Alt+X Switches focus to the top of the tree control in the left frame of the current page. There are left-frame tree controls on all tabs of the main page, the Knowledge Categories form, and the Knowledge Tree Designer. Alt+X has no effect if the current page does not include a left frame containing a tree control. CA Service Catalog Accessibility Note: Accessible Shortcut keys provided with the CA Service Catalog application may not work if your system or toolbar plugins are using a similar set of shortcut keys. Ensure to close such plugins before using the access keys provided with CA Service Catalog. Note: The JAWS screen reader by design reads outs the first data column associated with a CA Service Catalog Form Designer table. When you focus on a checkbox associated with a form designer table, JAWS reads outs the data column associated with the checkbox. If you have customized the data columns and have added images, icons, or HTML values, JAWS will read these. Hence, it is recommended that you enter only plain text or numerical values in the table's first data column so that meaningful context is read out by JAWS. Note: The JAWS Screen Reader while navigating through the CA Service Catalog Service Offering tree view may read out either 'Blank' at the beginning of each service designer folder or may read out 'List End' as you navigate to the next service level folder. CA Service Catalog Keyboard Shortcuts Description Ctrl+Shift+Z Reach the first service offering from the category tree in the browse widget. v (small letter) Open the popup window when you click the links in the list widget. Ctrl+Shift+O Reach the first button in button area when a request form is loaded and the focus is at any place in between the form. Ctrl+Alt+A Adds a form, folder, or service offering. Ctrl+Shift+X Cut a folder or a service offering Ctrl+Shift+C Copy a folder or a service offering Ctrl+Shift+V Paste a folder or a service offering Ctrl + Enter Opens the Attribute value editor popup window Alt+S To focus on the forms and folders search text field Ctrl+Alt+V Save Ctrl+Alt+D Delete Ctrl+Alt+E Rename Ctrl+Alt+Z Customize Ctrl+Alt+H Paste As Inherited Ctrl+Alt+L Opens the Localization Dialog. Ctrl+Alt+J Opens the Script dialog if a form is selected. 79 CA Service Management - 17.3 Ctrl+Alt+R Restores the unsaved changes with the saved changes. Ctrl+Alt+A To add a Folder or add a service offering CA Service Catalog Date (Calendar) Keyboard Shortcuts Description Left arrow Move focus to the previous day. Right arrow Move focus to the next day. Up arrow Move focus to the same day of the previous week. Down arrow Move focus to the same day of the following week. Page Up Move focus to the same date of the previous month. Page Down Move focus to the same date of the following month. Shift+Page Up Move focus to the same date of the previous year. Shift+Page Down Move focus to the same date of the following year. Home Move to the first day of the month. End Move to the last day of the month Tab Navigate between calendar grid and other elements in the calendar. Enter/Space Select date if there is no time component in a calendar or else use the OK button to select a date. Esc Close the calendar and focus on the input Note: The A, C, D, E, F, H, T, V, X, Z access keys are browser specific (IE and other browsers). Numeric keys 0, 1, 2, 3, 4, 5, 6, 7, 8, and 9 can also be used as Access Keys. Access or Hot Keys Button Name Alt + B Back BI Launch Pad Change the Business Unit Browse Offerings Alt + G GO and Next Configure Define SOG Alt + I Edit Edit Tasks Edit account Edit-group Finish Define Dependencies Definition Search Alt + J Test Create Data Object Save & Test Alt + K • • • • • • Alt + L OK Checkout Tracking Delete Delete Items Delete Tasks 80 CA Service Management - 17.3 Alt + M Alt + N Alt + O Alt + P Alt + Q Alt + R Alt + S Alt + U Alt + W • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • Add Add User Add News Messages Add Cart Add Sub Unit Email Column Rules Add Option Add Sub Types Resume link CA CMDB Association Cancel Close Close Window Done Set Folders Organize options Options Hold link Define offering Selection Set Permissions Publish To Dashboard Delivery Push Through Request Request Refresh Reset Remove Create Erase All Rules Search Save Send Share Search Create variable Save Variable Save Dependencies Submit Save and Submit Cart Launch Feature Update Configuration Unshared Upload Update Audit Trail • Create Data view • View Scheduler system alerts • Preview 81 CA Service Management - 17.3 Alt + Y • • • • • • Numeric Access Keys to Switch Tabs Tab Name Alt+1 Dashboard Alt+2 Messages Alt+3 Requests Alt+4 Subscription Alt+5 Invoice Alt+6 Home Alt+7 Catalog Alt+8 Accounting Alt+9 Administration Copy Modify Modify Settings Modify the account list Save as Copy CA EEM CA Asset Portfolio Management Keyboard Shortcuts Alt+Shift+Ctrl+D Resize a Dialog Box in the Downward direction Alt+Shift+Ctrl+U Resize a Dialog Box in the Upward direction Alt+Shift+Ctrl+R Resize a Dialog Box to the Right Alt+Shift+Ctrl+L Resize a Dialog Box to the Left ESC Close a Dialog Box Ctrl+Shift+Down View the Contents of a Drop-Down List "Skip to Main Content" Navigation The user interface has a Skip to Main Content link that allows users to quickly navigate to the first data field in the user interface without having to tab multiple times to get to the main content on the page. In CA SDM, this link exists as Skip Navigation. This link allows the Screen Reader users to skip the in-between links and navigate to the main content page. This link is available by default for the Customer and Employee roles. For the Analyst role, the link is available only when the Screen Reader mode is enabled. Product Names and Abbreviations This documentation references the following products and abbreviations: • • • • • • • CA Service Desk Manager (CA SDM) CA Asset Portfolio Management (CA APM) CA Software Asset Manager (CA SAM) CA Embedded Entitlements Manager (CA EEM) CA Process Automation (CA PAM) CA Business Intelligence (CABI JasperSoft Reports) CA Service Desk Manager Advanced Availability (AA) 82 CA Service Management - 17.3 Third-Party License Acknowledgments This article contains all third-party software license agreements for applications that are included as part of CA Service Management 17.3. All third-party software has been used in accordance with the terms and conditions for use, reproduction, and distribution as defined by the applicable license agreements. Download the CA Service Management 17.3 TPSR to read the license agreements. Table 2: Third-Party Software License Acknowledgements S.No Software Component Name License Acknowledgement Legal Document Details 1. Abdera 1.1. Legal_Doc_00002556_8.pdf 2. ActiveMQ 5.13.0 Legal_Doc_00001418_13.pdf 3. Adaptive Communication Environment (ACE) 5.5.10 None 83 CA Service Management - 17.3 4. Adaptive Communication Environment (ACE) 5.7.8 ACE 5.7.8 - This product includes Adaptive Communication Environment (ACE)5.7.8, which is distributed in accordance with the following terms: Copyright and Licensing Information for ACE(TM), TAO(TM), CIAO(TM), and CoSMIC(TM) [1]ACE(TM), [2]TAO(TM), [3]CIAO(TM), and [4]CoSMIC(TM) (henceforth referred to as "DOC software") are copyrighted by [5]Douglas C. Schmidt and his [6]research group at [7]Washington University, [8]University of California, Irvine, and [9]Vanderbilt University, Copyright (c) 1993-2010, all rights reserved. Since DOC software is open-source, freely available software, you are free to use, modify, copy, and distribute--perpetually and irrevocably--the DOC software source code and object code produced from the source, as well as copy and distribute modified versions of this software. You must, however, include this copyright statement along with any code built using DOC software that you release. No copyright statement needs to be provided if you just ship binary executables of your software products. You can use DOC software in commercial and/or binary software releases and are under no obligation to redistribute any of your source code that is built using DOC software. Note, however, that you may not do anything to the DOC software code, such as copyrighting it yourself or claiming authorship of the DOC software code, that will prevent DOC software from being distributed freely using an open-source development model. You needn't inform anyone that you're using DOC software in your software, though we encourage you to let [10]us know so we can promote your project in the [11]DOC software success stories. The [12]ACE, [13]TAO, [14]CIAO, and [15]CoSMIC web sites are maintained by the [16]DOC Group at the [17]Institute for Software Integrated Systems (ISIS) and the [18]Center for Distributed Object Computing of Washington University, St. Louis for the development of open-source software as part of the open-source software community. Submissions are provided by the submitter `às is'' with no warranties whatsoever, including any warranty of merchantability, noninfringement of third party intellectual property, or fitness for any particular purpose. In no event shall the submitter be liable for any direct, indirect, special, exemplary, punitive, or consequential damages, including without limitation, lost profits, even if advised of the possibility of such damages. Likewise, DOC software is provided as is with no warranties of any kind, including the warranties of design, merchantability, and fitness for a particular purpose, noninfringement, or arising from a course of dealing, usage or trade practice. Washington University, UC Irvine, Vanderbilt University, their employees, and students shall have no liability with respect to the infringement of copyrights, trade secrets or any patents by DOC software or any part thereof. Moreover, in no event will Washington University, UC Irvine, or Vanderbilt University, their employees, or students be liable for any lost revenue or profits or other special, indirect and consequential damages. DOC software is provided with no support and without any obligation on the part of Washington University, UC Irvine, Vanderbilt University, their employees, or students to assist in its use, correction, modification, or enhancement. A [19]number of companies around the world provide commercial support for DOC software, however. DOC software is Y2K-compliant, as long as the underlying OS platform is Y2K-compliant. Likewise, DOC software is compliant with the new US daylight savings rule passed by Congress as "The Energy Policy Act of 2005," which established new daylight savings times (DST) rules for the United States that expand DST as of March 2007. Since DOC software obtains time/date and calendaring information from operating systems users will not be affected by the new DST rules as long as they upgrade their operating systems accordingly. The names ACE(TM), TAO(TM), CIAO(TM), CoSMIC(TM), Washington University, UC Irvine, and Vanderbilt University, may not be used to endorse or promote products or services derived from this source without express written permission from Washington University, UC Irvine, or Vanderbilt University. This license grants no permission to call products or services derived from this source ACE(TM), TAO(TM), CIAO(TM), or CoSMIC(TM), nor does it grant permission for the name Washington University, UC Irvine, or Vanderbilt University to appear in their names. If you have any suggestions, additions, comments, or questions, please let [20]me know. [21]Douglas C. Schmidt License URL: http://www.cs.wustl.edu/~schmidt/ACEcopying.html 84 CA Service Management - 17.3 5. Adobe Flex SDK 3.4 Present the following in the Third Party Terms section of the CA EULA and the Acknowledgement section in the CA product user documentation, all in accordance with Tech Pub guidelines: ADOBE FLEX SDK 3.4 This CA product contains the above software, the use of which is governed by the following additional terms: 1. If Licensee requires any additional Adobe software in order to use the CA Product (i) Licensee shall obtain a valid license for such software from Adobe, and (ii)the use of which will be governed by end user license agreement that ships with such Adobe software; 2. Adobe disclaims all warranties and representations with respect to the CA Product; and 3. Adobe disclaims all liability with regard to Licensee|&&|s use of the CA Product and any Adobe software included therewith. Additional Legal Notices: Â© 2004-2006 Adobe Macromedia LLC Software and its Licensors. All rights reserved. Â© 2004-2006 Adobe Systems Incorporated and its Licensors. All rights reserved. The contents of this file are subject to the Netscape Public License Version 1.1 (the &||&License&||&); you may not use this file except in compliance with the License. You may obtain a copy of the License at http://www.mozilla.org/NPL/ Software distributed under the License is distributed on an &||&AS IS&||& basis, WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for the specific language governing rights and limitations under the License. The Original Code is Mozilla Communicator client code, released March 31, 1998. The Initial Developer of the Original Code is Netscape Communications Corporation. Portions created by Netscape are Copyright (C) 1998-1999 Netscape Communications Corporation. All Rights Reserved. Copyright 1991 by the Massachusetts Institute of Technology Permission to use, copy, modify, distribute, and sell this software and its documentation for any purpose is hereby granted without fee, provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation, and that the name of M.I.T. not be used in advertising or publicity pertaining to distribution of the software without specific, written prior permission. M.I.T. makes no representations about the suitability of this software for any purpose. It is provided &||&as is&||& without express or implied warranty. --------------------------------- Pool.c_Copyright 1987 - NeXT, Inc. and Graphics.c_Copyright 1988 NeXT, Inc. as an unpublished work. All Rights Reserved. --------------------------------Portions of this code are licensed from Apple Computer, Inc. under the terms of the Apple Public Source License, Version 1.1. The source code version of these portions and the license are available at http://www.opensource.apple.com/apsl/. --------------------------------ICU4J license - ICU4J 1.3.1 and later COPYRIGHT AND PERMISSION NOTICE Copyright (c) 1995-2001 International Business Machines Corporation and others All rights reserved. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the &||&Software&||&), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, provided that the above copyright notice(s) and this permission notice appear in all copies of the Software and that both the above copyright notice(s) and this permission notice appear in supporting documentation. THE SOFTWARE IS PROVIDED &|| &AS IS&||&, WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD PARTY RIGHTS. IN NO EVENT SHALL THE COPYRIGHT HOLDER OR HOLDERS INCLUDED IN THIS NOTICE BE LIABLE FOR ANY CLAIM, OR ANY SPECIAL INDIRECT OR CONSEQUENTIAL DAMAGES, OR ANY DAMAGES WHATSOEVER RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER IN AN ACTION OF CONTRACT, NEGLIGENCE OR OTHER TORTIOUS ACTION, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THIS SOFTWARE. Except as contained in this notice, the name of a copyright holder shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization of the copyright holder. --------------------------------- libwww Copyright Notice libwww: W3C|&&|s implementation of HTTP can be found at: http://www.w3.org/Library/ Copyright Ã???Ã??Ã?Â© 1994-2000 World Wide Web Consortium, (Massachusetts Institute of Technology, Institut National de 85 Recherche en Informatique et en Automatique, Keio University). All Rights Reserved. This program is distributed under the W3C|&&|s Software Intellectual Property License. This program is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY; without even the implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See W3C License http://www.w3.org/Consortium/Legal/ for more details. CA Service Management - 17.3 6 AdoptOpenJDK 1.8.0_212 AdoptOpenJDK_v8.pdf 7 AdoptOpenJDK 11.0.3 AdoptOpenJDK_v11.pdf 8 AdoptOpenJDK 11.0.5+10 AdoptOpen JDK_GNU GPLv2 +Classpath Exceptions.pdf 9 Akka 2.5.19 10 Aleksey XML Security Library This product includes portions of the the Aleksey XML Security Library v.1.2.9 distributed in 1.2.9 accordance with the following: xmlsec, xmlsec-openssl, xmlsec-gnutls libraries Copyright (C) 2002-2003 Aleksey Sanin. All Rights Reserved. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FIT- NESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE ALEKSEY SANIN BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CON- NECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. Except as contained in this notice, the name of Aleksey Sanin shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization from him. xmlsecnss library - Copyright (C) 2002-2003 Aleksey Sanin. All Rights Reserved. Copyright (c) 2003 America Online, Inc. All rights reserved. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. Portions of the Software were created using source code and/or APIs governed by the Mozilla Public License (MPL). The MPL is available at http://www.mozilla.org/MPL/MPL-1.1.html. The MPL permits such portions to be distributed with code not governed by MPL, as long as the requirements of MPL are fulfilled for such portions. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FIT- NESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE ALEKSEY SANIN BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CON- NECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. Except as contained in this notice, the name of Aleksey Sanin shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization from him. License URL: http://www.opensource.org/licenses/mit-license.html 12 alpine 3.10 Legal_Doc_00002754_63.pdf 13 analytics 2.1.1 00002528_71_doc_requirements.pdf 14 analytics-core 2.1.1 00001658_4_doc_requirements.pdf 15 angular.io 6.0.6 Legal_Doc_00002528_17.pdf 16 angular2-draggable 2.3.2 Legal_Doc_00002754_76.pdf 17 angular2-moment 1.8.0 Legal_Doc_00002528_1.pdf 86 CA Service Management - 17.3 18 angular-animate 1.4.9 Legal_Doc_00002754_42.pdf 19 angular-aria 1.4.9 Legal_Doc_00001457_26.pdf 20 angular-bootstrap 2.1.4 Legal_Doc_00000545_12.pdf 21 angular-busy 4.1.3 :Legal_Doc_00001457_2.pdf 22 angular-debounce 1.0.3 Legal_Doc_00001457_22.pdf `23 angular-drag-and-drop-lists 2.1.0 Legal_Doc_00001738_4.pdf 24 angular-elastic 2.5.1 Legal_Doc_00001438_29.pdf 25 AngularJS 1.4.9 Legal_Doc_00001531_11.pdf 26 angular-messages 1.4.9 Legal_Doc_00001457_25.pdf 27 angular-mocks 1.4.9 Legal_Doc_00001527_3.pdf 28 angular-once 0.1.9 Legal_Doc_00002528_21.pdf 29 angular-resource 1.4.9 Legal_Doc_00001531_9.pdf 30 angular-sanitize 1.4.9 Legal_Doc_00001527_5.pdf 31 angular-toastr 2.1.1 Legal_Doc_00002353_5.pdf 32 angular-translate 2.15.1 Legal_Doc_00002053_4.pdf 33 angular-translate-loaderstatic-files 2.15.1 00001531_48_doc_requirements.pdf 34 angular-tree-component 8.2.0 Legal_Doc_00002754_75.pdf 35 angular-tree-component 8.4.1 Legal_Doc_00002754_75.pdf 34 angular-ui-router 0.2.17 Legal_Doc_00001457_3.pdf 35 angular-websocket 1.0.14 Legal_Doc_00002754_75.pdf 36 angular-xeditable 0.1.10 Legal_Doc_00001457_17.pdf 87 CA Service Management - 17.3 37 Ant 1.7 I hereby abandon any property rights to SAX 2.0 (the Simple API for XML), and release all of the SAX 2.0 source code, compiled code, and documentation contained in this distribution into the Public Domain. SAX comes with NO WARRANTY or guarantee of fitness for any purpose. David Megginson, david@megginson.com 2000-05-05 (3) /* * The Apache Software License, Version 1.1 * * * Copyright (c) 1999-2002 The Apache Software Foundation. All rights * reserved. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * * 1. Redistributions of source code must retain the above copyright * notice, this list of conditions and the following disclaimer. * * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in * the documentation and/or other materials provided with the * distribution. * * 3. The end-user documentation included with the redistribution, * if any, must include the following acknowledgment: * "This product includes software developed by the * Apache Software Foundation (http:// www.apache.org/)." * Alternately, this acknowledgment may appear in the software itself, * if and wherever such third-party acknowledgments normally appear. * * 4. The names "Xerces" and "Apache Software Foundation" must * not be used to endorse or promote products derived from this * software without prior written permission. For written * permission, please contact apache@apache.org. * * 5. Products derived from this software may not be called "Apache", * nor may "Apache" appear in their name, without prior written * permission of the Apache Software Foundation. * * THIS SOFTWARE IS PROVIDED `ÀS IS|&"&| AND ANY EXPRESSED OR IMPLIED * WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES * OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE * DISCLAIMED. IN NO EVENT SHALL THE APACHE SOFTWARE FOUNDATION OR * ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, * SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT * LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF * USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND * ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, * OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT * OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF * SUCH DAMAGE. * This software consists of voluntary contributions made by many * individuals on behalf of the Apache Software Foundation and was * originally based on software copyright (c) 1999, International * Business Machines, Inc., http://www.ibm.com. For more * information on the Apache Software Foundation, please see * <http://www.apache.org/>. */ 88 CA Service Management - 17.3 38 ant-contrib 1.0b3 ANT-CONTRIB v.1.0b3 This product includes software developed by the Ant-Contrib project (http://sourceforge.net/projects/ant-contrib). It was obtained under the following terms: / * * The Apache Software License, Version 1.1 * * Copyright (c) 2001-2003 Ant-Contrib project. All rights reserved. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * * 1. Redistributions of source code must retain the above copyright * notice, this list of conditions and the following disclaimer. * * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in * the documentation and/or other materials provided with the * distribution. * * 3. The end-user documentation included with the redistribution, if * any, must include the following acknowlegement: * "This product includes software developed by the * Ant-Contrib project (http:// sourceforge.net/projects/ant-contrib)." * Alternately, this acknowlegement may appear in the software itself, * if and wherever such third-party acknowlegements normally appear. * * 4. The name Ant-Contrib must not be used to endorse or promote products * derived from this software without prior written permission. For * written permission, please contact * antcontrib-developers@lists.sourceforge.net. * * 5. Products derived from this software may not be called "Ant-Contrib" * nor may "Ant-Contrib" appear in their names without prior written * permission of the Ant-Contrib project. * * THIS SOFTWARE IS PROVIDED `ÀS IS|&"&| AND ANY EXPRESSED OR IMPLIED * WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES * OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE * DISCLAIMED. IN NO EVENT SHALL THE ANT-CONTRIB PROJECT OR ITS * CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, * SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT * LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF * USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND * ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, * OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT * OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF * SUCH DAMAGE. * 39 apache commons csv 1.6 xxxx2537_10_doc_requirements.pdf 49 Apache Commons FileUpload 1.4 00002624_7_doc_requirements.pdf 50 Apache Commons Text 1.7 Legal_Doc_00002754_30.pdf 51 Apache CXF 3.2.11 Apache CXF 3.2.11 License_text.pdf 52 Apache CXF 3.2.9 Legal_Doc_00002754_11.pdf 53 Apache HTTP Web Server 2.4.4 Legal_Doc_12228_1.pdf 89 CA Service Management - 17.3 54 Apache log4cxx 0.10.0 This product includes Apache log4cxx 0.10.0 and is distributed in accordance with the following license agreement (Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. 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"Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: You must give any other recipients of the Work or Derivative Works a 90 copy of this License; and You must cause any modified files to carry prominent notices stating that You changed the files; and You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and If the Work includes a "NOTICE" text file as part of its distribution, CA Service Management - 17.3 55 Apache log4j 1.2.15 This product includes Apache log4j 1.2.15 and is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http://www.apache.org/ licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: You must give any other recipients of the Work or Derivative Works a 91 copy of this License; and You must cause any modified files to carry prominent notices stating that You changed the files; and You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and If the Work includes a "NOTICE" text file as part of its distribution, CA Service Management - 17.3 56 Apache log4net 1.2.10 This product includes Apache log4net 1.2.10 and is distributed in accordance with the following license agreement Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: You must give any other recipients of the Work or Derivative Works a 92 copy of this License; and You must cause any modified files to carry prominent notices stating that You changed the files; and You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and If the Work includes a "NOTICE" text file as part of its distribution, CA Service Management - 17.3 57 Apache Mina 2.0.21 Legal_Doc_Apache_Mina_2.0.21_Apache.pdf 58 apache woden 1.0M10 Legal_Doc_00002754_25.pdf s 59 auth10-java 0.9.0 Legal_Doc_00002209_4.pdf 60 Axiom 1.2.21 Legal_Doc_00002754_24.pdf 61 Axis 1.1 'Portions of this product include software developed by the Apache Software Foundation. The Apache software is distributed in accordance with the following license agreement./ * * Copyright 2001-2004 The Apache Software Foundation. * * Licensed under the Apache License, Version 2.0 (the "License"); * you may not use this file except in compliance with the License. * You may obtain a copy of the License at * * http:// www.apache.org/licenses/LICENSE-2.0 * * Unless required by applicable law or agreed to in writing, software * distributed under the License is distributed on an "AS IS" BASIS, * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. * See the License for the specific language governing permissions and * limitations under the License. */ 93 CA Service Management - 17.3 62 Axis 1.2.1 Portions of this product include software developed by the Apache Software Foundation. The Apache software is distributed in accordance with the following license agreement.Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet 94 the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of CA Service Management - 17.3 63 Axis 1.4 Legal_Doc_00001984_6.pdf 64 Axis2 1.7.9 Legal_Doc_00002754_9.pdf 65 backbone 1.3.3 Legal_Doc_00001445_144.pdf 66 backo-java 1.0.0 00002662_1_doc_requirements.pdf 67 base-64 0.1.0 00002528_63_doc_requirements.pdf 68 Bean Validation 1.1 (JSR 349) 1.1 Legal_Doc_00001505_39.pdf 69 Bootstrap 3.3.6 Legal__Doc_00001396_47.pdf 70 Bootstrap 4.0.0 Legal_Doc_00002528_23.pdf 71 Bouncy Castle Java FIPS 1.0.0 Legal_Doc_00001293_3.pdf 72 Bouncy Castle Java FIPS 1.0.1 Legal_Doc_00001989_18.pdf 73 Bouncy Castle Java TLS FIPS 1.0.5 Legal_Doc_00002528_20.pdf 74 bzip2 1.0.2 This product includes bzip2 1.0.2, which is distributed in accordance with the following:This program, "bzip2" and associated library "libbzip2", are copyright (C) 1996-2002 Julian R Seward. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. 2. The origin of this software must not be misrepresented; you must not claim that you wrote the original software. If you use this software in a product, an acknowledgment in the product documentation would be appreciated but is not required. 3. Altered source versions must be plainly marked as such, and must not be misrepresented as being the original software. 4. The name of the author may not be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE AUTHOR `ÀS IS| &"&| AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE AUTHOR BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. Julian Seward, Cambridge, UK. jseward@acm.org bzip2/libbzip2 version 1.0.2 of 30 December 2001 License URL: ftp:// sources.redhat.com/pub/bzip2/v102/bzip2-1.0.2.tar.gz 95 CA Service Management - 17.3 75 castor 0.9.5.4 Reserved. Redistribution and use of this software and associated documentation ("Software"), with or without modification, are permitted provided that the following conditions are met: 1. Redistributions of source code must retain copyright statements and notices. Redistributions must also contain a copy of this document. 2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. 3. The name "ExoLab" must not be used to endorse or promote products derived from this Software without prior written permission of Intalio Inc. For written permission, please contact info@exolab.org. 4. Products derived from this Software may not be called "Castor" nor may "Castor" appear in their names without prior written permission of Intalio Inc. Exolab, Castor and Intalio are trademarks of Intalio Inc. 5. Due credit should be given to the ExoLab Project (http://www.exolab.org/). THIS SOFTWARE IS PROVIDED BY INTALIO AND CONTRIBUTORS `ÀS IS|&"&| AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL INTALIO OR ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. License URL: http://www.castor.org/ license.html 76 CentOS 7.7 GNU GPLv2.pdf 77 cglib 3.2.4 Legal_Doc_00001529_106.pdf 78 cglib-nodep 3.2.4 Legal_Doc_00002649_207.pdf 79 classmate 1.3.1 Legal_Doc_00002115_24.pdf 80 Commons Cli 1.4 Legal_Doc_00002043_21.pdf 81 Commons Codec 1.12 Legal_Doc_00002754_37.pdf 96 CA Service Management - 17.3 82 Commons Codec 1.3 This product includes Apache Commons Codec 1.3 which is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 97 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 83 Commons Collections 3.2.2 Legal_Doc_12725_1.pdf 84 Commons Collections 4.4.4 Legal_Doc_00002754_26.pdf 85 commons configuration 1.10 Legal_Doc_00000930_2.pdf 98 CA Service Management - 17.3 86 Commons Digester 1.8 This product includes Apache Commons Digester 1.8 which is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 99 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 87 commons discovery 0.2 This product includes Apache Commons Discovery 0.2 which is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 100 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 88 Commons httpclient 3.1 This product includes Apache Jakarta Commons HttpClient 3.1 which is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. 'License' shall mean the terms and conditions for use, reproduction,and distribution as defined by Sections 1 through 9 of this document. 'Licensor' shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. 'Legal Entity' shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, 'control' means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. 'You' (or 'Your') shall mean an individual or Legal Entity exercising permissions granted by this License. 'Source' form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. 'Object' form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and versions to other media types. 'Work' shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work(an example is provided in the Appendix below). 'Derivative Works' shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. 'Contribution' shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, 'submitted' means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as 'Not a Contribution.' 'Contributor' shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s)with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works 101 that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a 'NOTICE' text file as part of its distribution, then any Derivative Works that You distribute must include a readable copy of the attribution notices contained within such NOTICE file, excluding those notices that do not pertain to any part CA Service Management - 17.3 89 Commons IO 1.3.2 This product includes Apache Jakarta Commons IO 1.3.2 which is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 102 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 90 Commons IO 2.6 Legal_Doc_00002754_28.pdf 91 Commons Lang 2.6 Legal_Doc_00000379_47.pdf 92 Commons Lang 3.9 Legal_Doc_00002754_29.pdf 103 CA Service Management - 17.3 93 Commons Logging 1.1 This product includes Apache Commons Logging 1.1 which is distributed in accordance with the following license agreementApache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 104 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 94 Commons Logging 1.1.1 This product includes Apache Commons Logging 1.1.1 which is distributed in accordance with the following license agreement None License Text: Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 105 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 95 Commons Logging 1.2 Legal_Doc_12873_8.pdf 96 commons-codec 1.10 Legal_Doc_00002437_1.pdf 97 commons-codec 1.12 00002718_10_doc_requirements_.pdf 98 commons-exec 1.3 Legal_Doc_00001938_9.pdf 99 commons-io 2.5 Legal_Doc_commonsIO.pdf 100 commons-lang3 3.6 Legal_Doc_commons_lang.pdf 101 core-js 2.4.1 Legal_Doc_00001684_10.pdf 102 cssparser 0.9.26 Legal_Doc_00002538_8.pdf 103 Curl 7.58.0 7.58.0 Legal_Doc_00002159_1.pdf 104 Dagre 0.7.4 Legal_Doc_dagre.pdf 105 dom4j 1.6.1 Legal_Doc_00001170_31.pdf 106 dom4j 2.1.1 00001843_17_doc_requirements.pdf 107 ehcache 2.10.5 Legal_Doc_ehcache_Apache.pdf 106 CA Service Management - 17.3 108 ehcache-core 2.5.1 This product includes ehcache-core 2.5.1, which is distributed in accordance with the following license agreement: * Copyright 2003-2010 Terracotta, Inc. * * Licensed under the Apache License, Version 2.0 (the "License"); * you may not use this file except in compliance with the License. * You may obtain a copy of the License at * * http:// www.apache.org/licenses/LICENSE-2.0 * * Unless required by applicable law or agreed to in writing, software * distributed under the License is distributed on an "AS IS" BASIS, * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. * See the License for the specific language governing permissions and * limitations under the License. */ Apache License Version 2.0, January 2004 http://www.apache.org/ licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: You must give any other recipients of the Work or Derivative Works107 a copy of this License; and You must cause any modified files to carry prominent notices stating that You changed the files; and You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative CA Service Management - 17.3 109 elasticsearch 2.1.1 Legal_Doc_00001403_7.pdf 110 elasticsearch-jdbc 2.1.1.2 Legal_Doc_00001403_10.pdf 112 ESAPI 2.0.1 Legal_Doc_00000372_4.pdf 113 expat 2.0.1 EXPAT 2.0.1 This software was obtained under the following terms: Copyright (c) 1998, 1999, 2000 Thai Open Source Software Center Ltd and Clark Cooper Copyright (c) 2001, 2002, 2003, 2004, 2005, 2006 Expat maintainers. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. 114 fastinfoset 1.2.13 Legal_Doc_00001430_43.pdf 115 freetds 1.1.15 Legal_Doc_00002754_38.pdf 116 gcc 4.8.5 GNU GPLv3.pdf 117 geronimo j2ee-management 1.1 spec 1.0.1 Legal_Doc_00000593_96.pdf 118 geronimo-jms_1.1_spec 1.1.1 Legal_Doc_apache_geronimo.pdf 119 gettext-runtime 0.19.8.1_1 Legal_Doc_00002277_24.pdf 120 glibc 2.17 GNU GPLv3.pdf 121 google-gson 2.5 Legal_Doc_00001531_3.pdf 122 google-gson 2.8.0 Legal_Doc_google_gson.pdf 123 GoogleMaps 2.7.0 Legal_Doc_2528_74.pdf 124 graphlib 1.0.7 Legal_Doc_00002754_48.pdf 125 gson 2.8.5 00001956_98_doc_requirements.pdf 126 Guava 22.0 Legal_Doc_guava.pdf 127 Guava 25.1-jre Legal_Doc_00002340_53.pdf 128 guice 4.1.0 Legal_Doc_00001989_12.pdf 129 hamcrest 1.1 Legal_Doc_00000885_32.pdf 130 HPUX JRE 1.8.0.09 Legal_Doc_12793_25.pdf 131 HTMLUNIT 2.26 Legal_Doc_00002649_211.pdf 108 CA Service Management - 17.3 132 httpclient 4.2 httpclient 4.2 This product includes httpclient 4.2, which is distributed in accordance with the following license agreement: Apache License, Version 2.0 -------------------------------------------------------------------------------- Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without 109 modifications, and in Source or Object form, provided that You meet the following conditions: You must give any other recipients of the Work or Derivative Works a copy of this License; and You must cause any modified files to carry prominent notices stating that You changed the files; and You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, CA Service Management - 17.3 133 httpclient 4.5.3 Legal_Doc_00001843_2.pdf 134 httpclient 4.5.8 00002718_8_doc_requirements_.pdf 135 httpclient 4.5.9 Legal_Doc_00002787_6.pdf 136 httpcore 4.4.11 00002718_14_doc_requirements.pdf 137 httpcore 4.4.6 Legal_Doc_00002105_2.pdf 138 httpmime 4.5.3 Legal_Doc_00001358_99.pdf 139 httpmime 4.5.9 Legal_Doc_00002446_87.pdf 140 ICU4C 58.3 Legal_Doc_00002754_4.pdf 141 IStack Commons Runtime 3.0.7 Legal_Doc_00002528_36.pdf 142 jackson 2.9.9 00002627_4_doc_requirements.pdf 143 jackson-mapper-asl 1.9.12 Legal_Doc_00002360_5.pdf 144 Jakarta Annotations 1.3.4 Legal_Doc-00002754_14.pdf 145 jakarta jws-api 1.1.1 00002666_12_doc_requirements.pdf 146 Jakarta Mail 1.6.3 Legal_Doc_00002754_31.pdf 147 Jakarta RESTful Web Services 2.1.5 Legal_Doc_00002754_16.pdf 148 Jakarta Servlet 4.0.2 Legal_Doc_00002754_32.pdf 149 Jakarta XML Web Services 2.3.2 Legal_Doc_00002754_18.pdf 150 Java CUP Parser 0.10j This product includes CUP Parser Generator for Java 0.10j, which is distributed in accordance with the following terms:CUP Parser Generator Copyright Notice, License, and Disclaimer Copyright 1996-1999 by Scott Hudson, Frank Flannery, C. Scott Ananian Permission to use, copy, modify, and distribute this software and its documentation for any purpose and without fee is hereby granted, provided that the above copyright notice appear in all copies and that both the copyright notice and this permission notice and warranty disclaimer appear in supporting documentation, and that the names of the authors or their employers not be used in advertising or publicity pertaining to distribution of the software without specific, written prior permission. The authors and their employers disclaim all warranties with regard to this software, including all implied warranties of merchantability and fitness. In no event shall the authors or their employers be liable for any special, indirect or consequential damages or any damages whatsoever resulting from loss of use, data or profits, whether in an action of contract, negligence or other tortious action, arising out of or in connection with the use or performance of this software. 151 JavaBeans Activation Framework 1.2.1 Legal_Doc_00002754_13.pdf 152 javax.annotation-api 1.3.2 Legal_Doc_00001285_21.pdf 153 javax-inject 1 Legal_Doc_00001273_7.pdf 154 javax-ws-rs-api 2.1 Legal_Doc_00002571_36.pdf 155 JAXB 2.3.0 Legal_Doc_00002649_150.pdf 110 CA Service Management - 17.3 156 JAXB 2.3.2 Copyright (c) 2018 Oracle and/or its affiliates. All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. Neither the name of the Eclipse Foundation, Inc. nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS &quot;AS IS&quot; AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. 111 CA Service Management - 17.3 157 JAX-RPC 1.1 This product includes JAX RPC , which is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http://www.apache.org/ licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative 112 Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of CA Service Management - 17.3 158 jaxws-api 2.3.1 Legal_Doc_jaxws-api_2.3.1_CDDL-1.1.pdf 159 jcip-annotations 1.0 Legal_Doc_00000634_4.pdf 160 JDBC 11.2.0.3 Legal_Doc_0378_1.pdf 161 Jettison 1.4.0 Legal_Doc_00002754_20.pdf 162 Jetty 9.4.5.v20170502 Legal_Doc_00001989_16.pdf 163 JNA 4.1.0 Legal_Doc_00000427_10.pdf 164 JNA 5.3.1 Legal_Doc_00002754_34.pdf 165 Joda-time 1.6.2 Legal_Doc_00000593_43.pdf 166 Joda-time 2.9.9 Legal_Doc_00002105_12.pdf 167 jointjs 1.1.0 Legal_Doc_00002209_6.pdf 168 jquery 1.4.2 Legal_Doc_00000281_55.pdf 169 jquery 1.7.2 Legal_Doc_00000384_21.pdf 170 json-sanitizer 1.1 Legal_Doc_00001403_13.pdf 113 CA Service Management - 17.3 171 json-simple 1.1.1 This product includes json-simple 1.0 which is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http://www.apache.org/ licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative 114 Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of CA Service Management - 17.3 172 JSR 181 1 Legal_Doc_00000493_11.pdf 173 JTA 1.1 Legal_Doc_00000766_2.pdf 174 junit 4.12 Legal_Doc_00001170_19.pdf 175 kde 4.14 kde 4.14_GNU LGPL v3.pdf 176 kubernetes-client 4.0.0 00002636_31_doc_requirements.pdf 177 libaio 0.3.109 libaio_GNU LPGL v2.1.pdf 178 libcurl 7.15.0 Legal_Doc_libcurl_7.15.0.pdf 179 libcurl 7.18.2 This product includes libcurl 7.18.2, the use of which is governed by the following terms: COPYRIGHT AND PERMISSION NOTICE Copyright (c) 1996 - 2008, Daniel Stenberg, <daniel@haxx.se>. All rights reserved. Permission to use, copy, modify, and distribute this software for any purpose with or without fee is hereby granted, provided that the above copyright notice and this permission notice appear in all copies. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD PARTY RIGHTS. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. Except as contained in this notice, the name of a copyright holder shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization of the copyright holder. 180 libcurl 7.21.1 This product includes libcurl v.7.21.1 software distributed in accordance with the following terms: COPYRIGHT AND PERMISSION NOTICE Copyright (c) 1996 - 2010, Daniel Stenberg, . All rights reserved. Permission to use, copy, modify, and distribute this software for any purpose with or without fee is hereby granted, provided that the above copyright notice and this permission notice appear in all copies. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD PARTY RIGHTS. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. Except as contained in this notice, the name of a copyright holder shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization of the copyright holder. 181 libcurl 7.53.1 Legal_Doc_libcurl.pdf 182 libuuid 2.23.2 Legal_Doc_00002754_69.pdf 115 CA Service Management - 17.3 183 Libxml2 2.6.27 Portions of this product include software developed by the Daniel Veillard. The libxml2 software is distributed in accordance with the following license agreement Copyright (C) 1998-2002 Daniel Veillard. All Rights Reserved. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the &|| &Software&||&), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED &|| &AS IS&||&, WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FIT- NESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE DANIEL VEILLARD BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CON- NECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. Except as contained in this notice, the name of Daniel Veillard shall not be used in advertising or otherwise to promote the sale, use or other dealings in this Software without prior written authorization from him. 184 Libxml2 2.6.7 Legal_Doc_00002756_20.pdf 185 lodash 3.10.1 Legal_Doc_00001394_9.pdf 186 lodash 4.17.5 Legal_Doc_00002499_8.pdf 187 Log4cplus 1.0.2 Legal_Doc_00002756_21.pdf 116 CA Service Management - 17.3 188 Log4j 1.2.15 This product includes Apache Log4j 1.2.15 which is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. 'License' shall mean the terms and conditions for use, reproduction,and distribution as defined by Sections 1 through 9 of this document. 'Licensor' shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. 'Legal Entity' shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, 'control' means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. 'You' (or 'Your') shall mean an individual or Legal Entity exercising permissions granted by this License. 'Source' form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. 'Object' form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and versions to other media types. 'Work' shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work(an example is provided in the Appendix below). 'Derivative Works' shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. 'Contribution' shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, 'submitted' means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as 'Not a Contribution.' 'Contributor' shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s)with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works 117 that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a 'NOTICE' text file as part of its distribution, then any Derivative Works that You distribute must include a readable copy of the attribution notices contained within such NOTICE file, excluding those notices that do not pertain to any part CA Service Management - 17.3 189 Log4j 1.2.17 This product includes Apache Log4j 1.2.17 which is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 118 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 190 Log4j 2.12.0 Legal_Doc_00002754_10.pdf 191 Logback 1.2.1 Legal_Doc_00002500_17.pdf 119 CA Service Management - 17.3 192 MIT Kerberos v5 release1.4 Portions of this product include software developed by the Kerberos Contributors. The MIT Kerberos software is distributed in accordance with the following license agreement.Copyright Notice and Legal Administrivia ---------------------------------------- Copyright (C) 1985-2005 by the Massachusetts Institute of Technology. All rights reserved. Export of this software from the United States of America may require a specific license from the United States Government. It is the responsibility of any person or organization contemplating export to obtain such a license before exporting. WITHIN THAT CONSTRAINT, permission to use, copy, modify, and distribute this software and its documentation for any purpose and without fee is hereby granted, provided that the above copyright notice appear in all copies and that both that copyright notice and this permission notice appear in supporting documentation, and that the name of M.I.T. not be used in advertising or publicity pertaining to distribution of the software without specific, written prior permission. 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Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: You must give any other recipients of the Work or Derivative Works a 127 copy of this License; and You must cause any modified files to carry prominent notices stating that You changed the files; and You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and If the Work includes a "NOTICE" text file as part of its distribution, CA Service Management - 17.3 218 OpenSAML 2.5.3 Legal_Doc_00000949_7.pdf 128 CA Service Management - 17.3 219 OpenSSL 0.9.7d LICENSE ISSUES ============== The OpenSSL toolkit stays under a dual license, i.e. both the conditions of the OpenSSL License and the original SSLeay license apply to the toolkit. See below for the actual license texts. Actually both licenses are BSD-style Open Source licenses. In case of any license issues related to OpenSSL please contact openssl-core@openssl.org. OpenSSL License --------------- /* ==================================================================== * Copyright (c) 1998-2004 The OpenSSL Project. All rights reserved. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * * 1. Redistributions of source code must retain the above copyright * notice, this list of conditions and the following disclaimer. * * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in * the documentation and/or other materials provided with the * distribution. * * 3. All advertising materials mentioning features or use of this * software must display the following acknowledgment: * "This product includes software developed by the OpenSSL Project * for use in the OpenSSL Toolkit. (http://www.openssl.org/)" * * 4. The names "OpenSSL Toolkit" and "OpenSSL Project" must not be used to * endorse or promote products derived from this software without * prior written permission. For written permission, please contact * openssl-core@openssl.org. * * 5. Products derived from this software may not be called "OpenSSL" * nor may "OpenSSL" appear in their names without prior written * permission of the OpenSSL Project. * * 6. Redistributions of any form whatsoever must retain the following * acknowledgment: * "This product includes software developed by the OpenSSL Project * for use in the OpenSSL Toolkit (http://www.openssl.org/)" * * THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT `ÀS IS|&"&| AND ANY * EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE * IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR * PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PROJECT OR * ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, * SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT * NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; * LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) * HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, * STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) * ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED * OF THE POSSIBILITY OF SUCH DAMAGE. * This product includes cryptographic software written by Eric Young * (eay@cryptsoft.com). This product includes software written by Tim * Hudson (tjh@cryptsoft.com). * */ Original SSLeay License ----------------------- /* Copyright (C) 1995-1998 Eric Young (eay@cryptsoft.com) * All rights reserved. * * This package is an SSL implementation written * by Eric Young (eay@cryptsoft.com). * The implementation was written so as to conform with Netscapes SSL. * * This library is free for commercial and non-commercial use as long as * the following conditions are aheared to. The following conditions * apply to all code found in this distribution, be it the RC4, RSA, * lhash, DES, etc., code; not just the SSL code. The SSL documentation * included with this distribution is covered by the same copyright terms * except that the holder is Tim Hudson (tjh@cryptsoft.com). * * Copyright remains Eric Young's, and as such any Copyright notices in * the code are not to be removed. * If this package is used in a product, Eric Young should be given attribution * as the author of the parts of the library used. * This can be in the form of a textual message at program startup or * in documentation (online or textual) provided with the package. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * 1. Redistributions of source code must retain the copyright * notice, this list of conditions and the following disclaimer. * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in the * documentation and/or other materials provided with the distribution. * 3. All advertising materials mentioning features or use of this software * must display the following acknowledgement: * "This product includes cryptographic software written by * Eric 129 Young (eay@cryptsoft.com)" * The word 'cryptographic' can be left out if the rouines from the library * being used are not cryptographic related :-). * 4. If you include any Windows specific code (or a derivative thereof) from * the apps directory (application code) you must include an acknowledgement: * "This product includes software written by Tim Hudson (tjh@cryptsoft.com)" * * THIS SOFTWARE IS PROVIDED BY ERIC YOUNG `ÀS IS| CA Service Management - 17.3 220 OpenSSL 0.9.8.d This product includes software written by Tim Hudson (tjh@cryptsoft.com). OpenSSL is distributed in accordance with the following:LICENSE ISSUES The OpenSSL toolkit stays under a dual license, i.e. both the conditions of the OpenSSL License and the original SSLeay license apply to the toolkit. See below for the actual license texts. Actually both licenses are BSD-style Open Source licenses. In case of any license issues related to OpenSSL please contact openssl-core@openssl.org. OpenSSL License --------------- /* * Copyright (c) 1998-2003 The OpenSSL Project. All rights reserved. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * * 1. Redistributions of source code must retain the above copyright * notice, this list of conditions and the following disclaimer. * * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in * the documentation and/or other materials provided with the * distribution. * * 3. All advertising materials mentioning features or use of this * software must display the following acknowledgment: * "This product includes software developed by the OpenSSL Project * for use in the OpenSSL Toolkit. (http://www.openssl.org/)" * * 4. The names "OpenSSL Toolkit" and "OpenSSL Project" must not be used to * endorse or promote products derived from this software without * prior written permission. For written permission, please contact * openssl-core@openssl.org. * * 5. Products derived from this software may not be called "OpenSSL" * nor may "OpenSSL" appear in their names without prior written * permission of the OpenSSL Project. * * 6. Redistributions of any form whatsoever must retain the following * acknowledgment: * "This product includes software developed by the OpenSSL Project * for use in the OpenSSL Toolkit (http://www.openssl.org/)" * * THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT `ÀS IS|&"&| AND ANY * EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE * IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR * PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PROJECT OR * ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, * SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT * NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; * LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) * HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, * STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) * ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED * OF THE POSSIBILITY OF SUCH DAMAGE. ** * This product includes cryptographic software written by Eric Young * (eay@cryptsoft.com). This product includes software written by Tim * Hudson (tjh@cryptsoft.com). * */ Original SSLeay License ----------------------- /* Copyright (C) 1995-1998 Eric Young (eay@cryptsoft.com) * All rights reserved. * * This package is an SSL implementation written * by Eric Young (eay@cryptsoft.com). * The implementation was written so as to conform with Netscapes SSL. * * This library is free for commercial and non-commercial use as long as * the following conditions are aheared to. The following conditions * apply to all code found in this distribution, be it the RC4, RSA, * lhash, DES, etc., code; not just the SSL code. The SSL documentation * included with this distribution is covered by the same copyright terms * except that the holder is Tim Hudson (tjh@cryptsoft.com). * * Copyright remains Eric Young's, and as such any Copyright notices in * the code are not to be removed. * If this package is used in a product, Eric Young should be given attribution * as the author of the parts of the library used. * This can be in the form of a textual message at program startup or * in documentation (online or textual) provided with the package. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * 1. Redistributions of source code must retain the copyright * notice, this list of conditions and the following disclaimer. * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in the * documentation and/or other materials provided with the distribution. * 3. All advertising materials mentioning features or use of this software * must display the following acknowledgement: * "This product includes cryptographic software written by * Eric 130 Young (eay@cryptsoft.com)" * The word 'cryptographic' can be left out if the rouines from the library * being used are not cryptographic related :-). * 4. If you include any Windows specific code (or a derivative thereof) from * the apps directory (application code) you must include an acknowledgement: * "This product includes software written by Tim Hudson (tjh@cryptsoft.com)" * * THIS SOFTWARE IS PROVIDED BY ERIC YOUNG `ÀS IS| CA Service Management - 17.3 221 OpenSSL 0.9.8.h This product includes software written by Tim Hudson (tjh@cryptsoft.com) LICENSE ISSUES ============== The OpenSSL toolkit stays under a dual license, i.e. both the conditions of the OpenSSL License and the original SSLeay license apply to the toolkit. See below for the actual license texts. Actually both licenses are BSD-style Open Source licenses. In case of any license issues related to OpenSSL please contact opensslcore@openssl.org. OpenSSL License --------------- /* * Copyright (c) 1998-2008 The OpenSSL Project. All rights reserved. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * * 1. Redistributions of source code must retain the above copyright * notice, this list of conditions and the following disclaimer. * * 2. Redistributions in binary form must reproduce the above copyright * notice, this list of conditions and the following disclaimer in * the documentation and/or other materials provided with the * distribution. * * 3. All advertising materials mentioning features or use of this * software must display the following acknowledgment: * "This product includes software developed by the OpenSSL Project * for use in the OpenSSL Toolkit. (http://www.openssl.org/)" * * 4. The names "OpenSSL Toolkit" and "OpenSSL Project" must not be used to * endorse or promote products derived from this software without * prior written permission. For written permission, please contact * openssl-core@openssl.org. * * 5. Products derived from this software may not be called "OpenSSL" * nor may "OpenSSL" appear in their names without prior written * permission of the OpenSSL Project. * * 6. Redistributions of any form whatsoever must retain the following * acknowledgment: * "This product includes software developed by the OpenSSL Project * for use in the OpenSSL Toolkit (http://www.openssl.org/)" * * THIS SOFTWARE IS PROVIDED BY THE OpenSSL PROJECT `ÀS IS|&"&| AND ANY * EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE * IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR * PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE OpenSSL PROJECT OR * ITS CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, * SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT * NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; * LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) * HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, * STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) * ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED * OF THE POSSIBILITY OF SUCH DAMAGE. * * * This product includes cryptographic software written by Eric Young * (eay@cryptsoft.com). This product includes software written by Tim * Hudson (tjh@cryptsoft.com). * */ Original SSLeay License ----------------------- /* Copyright (C) 1995-1998 Eric Young (eay@cryptsoft.com) * All rights reserved. * * This package is an SSL implementation written * by Eric Young (eay@cryptsoft.com). * The implementation was written so as to conform with Netscapes SSL. * * This library is free for commercial and non-commercial use as long as * the following conditions are aheared to. The following conditions * apply to all code found in this distribution, be it the RC4, RSA, * lhash, DES, etc., code; not just the SSL code. The SSL documentation * included with this distribution is covered by the same copyright terms * except that the holder is Tim Hudson (tjh@cryptsoft.com). * * Copyright remains Eric Young's, and as such any Copyright notices in * the code are not to be removed. * If this package is used in a product, Eric Young should be given attribution * as the author of the parts of the library used. * This can be in the form of a textual message at program startup or * in documentation (online or textual) provided with the package. * * Redistribution and use in source and binary forms, with or without * modification, are permitted provided that the following conditions * are met: * 1. Redistributions of source code must retain the copyright * notice, this list of conditions and the following disclaimer. * 2. 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The Sun JDK is distributed in accordance with the Sun Microsystems, Inc. (Sun) Binary Code License Agreement set forth below. As noted in Section G of the Supplemental License Terms of this license, Sun has provided additional copyright notices and license terms that may be applicable to portions of the Sun JDK in the THIRDPARTYLICENSEREADME.txt file that accompanies the Sun JDK. Sun Microsystems, Inc. Binary Code License Agreement for the JAVA SE DEVELOPMENT KIT (JDK), VERSION 6 SUN MICROSYSTEMS, INC. ("SUN") IS WILLING TO LICENSE THE SOFTWARE IDENTIFIED BELOW TO YOU ONLY UPON THE CONDITION THAT YOU ACCEPT ALL OF THE TERMS CONTAINED IN THIS BINARY CODE LICENSE AGREEMENT AND SUPPLEMENTAL LICENSE TERMS (COLLECTIVELY "AGREEMENT"). PLEASE READ THE AGREEMENT CAREFULLY. BY DOWNLOADING OR INSTALLING THIS SOFTWARE, YOU ACCEPT THE TERMS OF THE AGREEMENT. INDICATE ACCEPTANCE BY SELECTING THE "ACCEPT" BUTTON AT THE BOTTOM OF THE AGREEMENT. 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The foregoing limitations will apply even if the above stated warranty fails of its essential purpose. Some states do not allow CA Service Management - 17.3 232 Oracle JDK (Java Development Kit) 1.6.0_15 Sun JDK 1.6.0_15 This Product is distributed with Sun JDK 1.6.0_15 (JAVA SE DEVELOPMENT KIT (JDK), VERSION 6) (Sun JDK). Sun has provided additional copyright notices and information that may be applicable to portions of the Sun JDK in the THIRDPARTYLICENSEREADME.txt file that accompanies the Sun JDK. Sun Microsystems, Inc. Binary Code License Agreement for the JAVA SE DEVELOPMENT KIT (JDK), VERSION 6 SUN MICROSYSTEMS, INC. ("SUN") IS WILLING TO LICENSE THE SOFTWARE IDENTIFIED BELOW TO YOU ONLY UPON THE CONDITION THAT YOU ACCEPT ALL OF THE TERMS CONTAINED IN THIS BINARY CODE LICENSE AGREEMENT AND SUPPLEMENTAL LICENSE TERMS (COLLECTIVELY "AGREEMENT").? PLEASE READ THE AGREEMENT CAREFULLY.? BY DOWNLOADING OR INSTALLING THIS SOFTWARE, YOU ACCEPT THE TERMS OF THE AGREEMENT. INDICATE ACCEPTANCE BY SELECTING THE "ACCEPT" BUTTON AT THE BOTTOM OF THE AGREEMENT. IF YOU ARE NOT WILLING TO BE BOUND BY ALL THE TERMS, SELECT THE "DECLINE" BUTTON AT THE BOTTOM OF THE AGREEMENT AND THE DOWNLOAD OR INSTALL PROCESS WILL NOT CONTINUE. 1. DEFINITIONS. "Software" means the identified above in binary form, any other machine readable materials (including, but not limited to, libraries, source files, header files, and data files), any updates or error corrections provided by Sun, and any user manuals, programming guides and other documentation provided to you by Sun under this Agreement. "Programs" mean Java applets and applications intended to run on the Java Platform, Standard Edition (Java SE) on Java-enabled general purpose desktop computers and servers. 2. LICENSE TO USE. 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You may have others, which vary from state to state. 5. DISCLAIMER OF WARRANTY.? UNLESS SPECIFIED IN THIS AGREEMENT, ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT ARE DISCLAIMED, EXCEPT TO THE EXTENT THAT THESE DISCLAIMERS ARE HELD TO BE LEGALLY INVALID. 6. LIMITATION OF LIABILITY.? TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL SUN OR ITS LICENSORS BE LIABLE FOR ANY LOST REVENUE, PROFIT OR DATA, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, HOWEVER CAUSED REGARDLESS OF THE THEORY OF LIABILITY, ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE SOFTWARE, EVEN IF SUN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.? In no event will Sun's 134 liability to you, whether in contract, tort (including negligence), or otherwise, exceed the amount paid by you for Software under this Agreement.? 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PCRE LICENCE ------------ PCRE is a library of functions to support regular expressions whose syntax and semantics are as close as possible to those of the Perl 5 language. Written by: Philip Hazel <ph10@cam.ac.uk> University of Cambridge Computing Service, Cambridge, England. Phone: +44 1223 334714. Copyright (c) 1997-2001 University of Cambridge Permission is granted to anyone to use this software for any purpose on any computer system, and to redistribute it freely, subject to the following restrictions: 1. This software is distributed in the hope that it will be useful, but WITHOUT ANY WARRANTY; without even the implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. 2. The origin of this software must not be misrepresented, either by explicit claim or by omission. In practice, this means that if you use PCRE in software that you distribute to others, commercially or otherwise, you must put a sentence like this Regular expression support is provided by the PCRE library package, which is open source software, written by Philip Hazel, and copyright by the University of Cambridge, England. somewhere reasonably visible in your documentation and in any relevant files or online help data or similar. A reference to the ftp site for the source, that is, to ftp://ftp.csx.cam.ac.uk/pub/ software/programming/pcre/ should also be given in the documentation. However, this condition is not intended to apply to whole chains of software. If package A includes PCRE, it must acknowledge it, but if package B is software that includes package A, the condition is not imposed on package B (unless it uses PCRE independently). 3. Altered versions must be plainly marked as such, and must not be misrepresented as being the original software. 4. If PCRE is embedded in any software that is released under the GNU General Purpose Licence (GPL), or Lesser General Purpose Licence (LGPL), then the terms of that licence shall supersede any condition above with which it is incompatible. The documentation for PCRE, supplied in the "doc" directory, is distributed under the same terms as the software itself. 135 CA Service Management - 17.3 236 PCRE 6.3 Portions of this product include software developed by Philip Hazel. The University of Cambridge Computing Service software is distributed in accordance with the following license agreement. THE BASIC LIBRARY FUNCTIONS Written by: Philip Hazel Email local part: ph10 Email domain: cam.ac.uk University of Cambridge Computing Service, Cambridge, England. Phone: +44 1223 334714. Copyright (c) 1997-2006 University of Cambridge All rights reserved. THE C++ WRAPPER FUNCTIONS --- Contributed by: Google Inc. Copyright (c) 2006, Google Inc. All rights reserved. THE "BSD" LICENCE- Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: * Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. * Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. * Neither the name of the University of Cambridge nor the name of Google Inc. nor the names of their contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. 136 CA Service Management - 17.3 237 PCRE 8.1 This product includes PCRE 8.1 which is distributed in accordance with the following terms: PCRE LICENCE- PCRE is a library of functions to support regular expressions whose syntax and semantics are as close as possible to those of the Perl 5 language. Release 8 of PCRE is distributed under the terms of the "BSD" licence, as specified below. The documentation for PCRE, supplied in the "doc" directory, is distributed under the same terms as the software itself. The basic library functions are written in C and are freestanding. Also included in the distribution is a set of C++ wrapper functions. THE BASIC LIBRARY FUNCTIONS Written by: Philip Hazel Email local part: ph10 Email domain: cam.ac.uk University of Cambridge Computing Service, Cambridge, England. Copyright (c) 1997-2010 University of Cambridge All rights reserved. THE C++ WRAPPER FUNCTIONS Contributed by: Google Inc. Copyright (c) 2007-2010, Google Inc. All rights reserved. THE "BSD" LICENCERedistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met: * Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer. * Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution. * Neither the name of the University of Cambridge nor the name of Google Inc. nor the names of their contributors may be used to endorse or promote products derived from this software without specific prior written permission. THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. End 238 Perl 5.28.2 Legal_Doc_00002754_5.pdf 239 Play framework 2.6.15 Legal_Doc_00002528_12.pdf 240 POI 4.1.0 Legal_Doc_00002446_83.pdf 241 Quartz 2.1.7 Legal_Doc_00002308_57.pdf 242 RASA OpenSource 1.7.4 Legal_Doc_00002754_79.pdf 243 react 16.6.3 00002499_72_doc_requirements.pdf 244 react-dom 16.6.3 00002528_68_doc_requirements.pdf 245 react-native 0.57.8 00002528_69_doc_requirements.pdf 250 react-native-camera 1.3.1 00002528_42_doc_requirements.pdf 251 react-native-datepicker 1.7.2 00002528_43_doc_requirements.pdf 252 react-native-document-picker 00002528_44_doc_requirements.pdf 2.2.0 253 react-native-extendedstylesheet 0.10.0 00002528_45_doc_requirements.pdf 254 react-native-file-selector 0.0.6 00002528_67_doc_requirements.pdf 137 CA Service Management - 17.3 255 react-native-file-viewer 1.0.14 00002528_77_doc_requirements.pdf 256 react-native-indicators 0.13.0 00002528_65_doc_requirements.pdf 257 react-native-keyboardmanager 4.0.13-12 00002528_79_doc_requirements.pdf 258 react-native-keychain 3.0.0 00002528_46_doc_requirements.pdf 259 react-native-linear-gradient 2.4.3 00002528_47_doc_requirements.pdf 260 react-native-localization 2.0.3 00002528_48_doc_requirements.pdf 261 react-native-maps 0.22.1 00002528_49_doc_requirements.pdf 262 react-native-permissions 1.1.1 00002528_78_doc_requirements.pdf 263 react-native-phone-call 1.0.9 00002528_50_doc_requirements.pdf 264 react-native-router-flux 4.0.3 00002528_51_doc_requirements.pdf 265 react-native-snap-carousel 3.7.5 00002528_64_doc_requirements.pdf 266 react-native-svg 8.0.8 00002528_52_doc_requirements.pdf 267 react-native-touch-id 4.0.5 00002528_53_doc_requirements.pdf 268 react-native-vector-icons 5.0.0 00002528_54_doc_requirements.pdf 269 react-native-voice 0.2.6 00002528_55_doc_requirements.pdf 270 react-redux 5.0.7 Legal_Doc_00002499_55.pdf 271 redux 4.0.0 Legal_Doc_00002499_60.pdf 272 redux-saga 0.16.0 Legal_Doc_00002285_67.pdf 273 retrofit 1.9.0 Legal_Doc_00001337_2.pdf 274 retrofit1-okhttp3-client 1.1.0 00002662_3_doc_requirements.pdf 275 rn-fetch-blob 0.10.13 00002528_56_doc_requirements.pdf 276 RxJS 6.2.1 Legal_Doc_00002754_50M.pdf Legal_Doc_00002754_50A.pdf 277 SAAJ 1.2 Legal_Doc_00000910_4.pdf 278 SAAJ 1.4 Legal_Doc_00001092_58.pdf 279 Scala 2.12.4 Legal_Doc_00002019_67.pdf 138 CA Service Management - 17.3 280 Simple Logging Facade for Java (SLF4J) 1.6.1 This product includes slf4j 1.6.1 software distributed in accordance with the following terms:: Licensing terms for SLF4J SLF4J source code and binaries are distributed under the MIT license. 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You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative 140 Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of CA Service Management - 17.3 288 tcp_wrappers-libs 7.6 Legal_Doc_00002754_67.pdf 289 tigervnc-server 1.8.0 GNU GPLv2.pdf 290 tika 1.12 Legal_Doc_00001403_14.pdf 141 CA Service Management - 17.3 291 tomahawk 1.1.5 ''Portions of this product include software developed by the Apache Software Foundation. The Apache software is distributed in accordance with the following license agreement.'' Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet 142 the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of CA Service Management - 17.3 292 Tomcat 4.1.31 The Apache software is distributed in accordance with the following license agreement. Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative 143 Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of CA Service Management - 17.3 293 Tomcat 8.5.43 Legal_Doc_00002754_36.pdf 294 unixODBC 2.3.7 GNU GPLv2.pdf 144 CA Service Management - 17.3 295 Velocity 1.5 Portions of this product include software developed by the Apache Software Foundation. The Apache software is distributed in accordance with the following license agreement.Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet 145 the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of CA Service Management - 17.3 296 Velocity 2.1 Legal_Doc_00002754_40.pdf 297 waffle 1.5 Legal_Doc_00001092_83.pdf 298 Woodstox 5.0.3 Legal_Doc_00002309_7.pdf 299 WSDL4J 1.5.1 Legal_Doc_00001092_20.pdf 146 CA Service Management - 17.3 300 WSDL4J 1.6.2 This product contains WSDL4J 1.6.2 (Third Party Product) which is governed by the Common Public License v1.0 (CPL). Any provisions that differ from the Common Public License v1.0 are offered by CA alone and not by any other party. CA distributes the Third Party Product in unmodified, binary form, and makes the source code for WSDL4J 1.6.2 available under the terms of the CPL here: http://opensrcd.ca.com. Your use of WSDL4J 1.6.2 is governed by the following terms and conditions:Common Public License - v 1.0 THE ACCOMPANYING PROGRAM IS PROVIDED UNDER THE TERMS OF THIS COMMON PUBLIC LICENSE ("AGREEMENT"). ANY USE, REPRODUCTION OR DISTRIBUTION OF THE PROGRAM CONSTITUTES RECIPIENT'S ACCEPTANCE OF THIS AGREEMENT. 1. DEFINITIONS "Contribution" means: a) in the case of the initial Contributor, the initial code and documentation distributed under this Agreement, and b) in the case of each subsequent Contributor: i) changes to the Program, and ii) additions to the Program; where such changes and/or additions to the Program originate from and are distributed by that particular Contributor. A Contribution 'originates' from a Contributor if it was added to the Program by such Contributor itself or anyone acting on such Contributor's behalf. Contributions do not include additions to the Program which: (i) are separate modules of software distributed in conjunction with the Program under their own license agreement, and (ii) are not derivative works of the Program. "Contributor" means any person or entity that distributes the Program. "Licensed Patents " mean patent claims licensable by a Contributor which are necessarily infringed by the use or sale of its Contribution alone or when combined with the Program. "Program" means the Contributions distributed in accordance with this Agreement. "Recipient" means anyone who receives the Program under this Agreement, including all Contributors. 2. GRANT OF RIGHTS a) Subject to the terms of this Agreement, each Contributor hereby grants Recipient a non-exclusive, worldwide, royalty-free copyright license to reproduce, prepare derivative works of, publicly display, publicly perform, distribute and sublicense the Contribution of such Contributor, if any, and such derivative works, in source code and object code form. b) Subject to the terms of this Agreement, each Contributor hereby grants Recipient a non-exclusive, worldwide, royalty-free patent license under Licensed Patents to make, use, sell, offer to sell, import and otherwise transfer the Contribution of such Contributor, if any, in source code and object code form. This patent license shall apply to the combination of the Contribution and the Program if, at the time the Contribution is added by the Contributor, such addition of the Contribution causes such combination to be covered by the Licensed Patents. The patent license shall not apply to any other combinations which include the Contribution. No hardware per se is licensed hereunder. c) Recipient understands that although each Contributor grants the licenses to its Contributions set forth herein, no assurances are provided by any Contributor that the Program does not infringe the patent or other intellectual property rights of any other entity. Each Contributor disclaims any liability to Recipient for claims brought by any other entity based on infringement of intellectual property rights or otherwise. As a condition to exercising the rights and licenses granted hereunder, each Recipient hereby assumes sole responsibility to secure any other intellectual property rights needed, if any. For example, if a third party patent license is required to allow Recipient to distribute the Program, it is Recipient's responsibility to acquire that license before distributing the Program. d) Each Contributor represents that to its knowledge it has sufficient copyright rights in its Contribution, if any, to grant the copyright license set forth in this Agreement. 3. REQUIREMENTS A Contributor may choose to distribute the Program in object code form under its own license agreement, provided that: a) it complies with the terms and conditions of this Agreement; and b) its license agreement: i) effectively disclaims on behalf of all Contributors all warranties and conditions, express and implied, including warranties or conditions of title and non-infringement, and implied warranties or conditions of merchantability and fitness for a particular purpose; ii) effectively excludes on behalf of all Contributors all liability for damages, including direct, indirect, special, incidental and consequential damages, such as lost profits; iii) states that any provisions which differ from this Agreement are offered by that Contributor alone and not by any other party; and iv) states that source code for the Program is available from such Contributor, and informs 147 licensees how to obtain it in a reasonable manner on or through a medium customarily used for software exchange. When the Program is made available in source code form: a) it must be made available under this Agreement; and b) a copy of this Agreement must be included with each copy of the Program. Contributors may not remove or alter any copyright notices contained within the Program. Each Contributor must identify itself as the originator CA Service Management - 17.3 301 wss4j 1.6.9 wss4j 1.6.9 This product includes wss4j 1.6.9, which is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 148 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 302 wstx-asl 3.2.4 Legal_Doc_00002489_80.pdf 303 xalan 2.7.1 Legal_Doc_00001424_42.pdf 304 xalan 2.7.2 Legal_Doc_00001441_8.pdf 305 Xalan-C 1.11 Legal_Doc_P01356_4.pdf 149 CA Service Management - 17.3 306 Xalan-J 2.5.2 Portions of this product include software developed by the Apache Software Foundation. The Apache software is distributed in accordance with the following license agreement. Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet 150 the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of CA Service Management - 17.3 307 xerces2-J 2.11.0 This product includes Apache Xerces2-J 2.11.0 which is distributed in accordance with the following license agreements License Text: Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 151 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 308 Xerces-C 2.6.0 Portions of this product include software developed by the Apache Software Foundation. The Apache software is distributed in accordance with the following license agreement. Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet 152 the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of CA Service Management - 17.3 309 Xerces-C 2.8 Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent 153 notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of its distribution, then any Derivative Works that You distribute must include a readable copy CA Service Management - 17.3 310 Xerces-C 3.1.1 This product includes Apache Xerces-c v.3.1.1which is distributed in accordance with the following license agreement: License Text: Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 154 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 311 Xerces-C 3.2.2 00002556_6_doc_requirements.pdf 155 CA Service Management - 17.3 312 xercesImpl 2.11.0 This product includes xercesImpl v.2.11.0 which is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http://www.apache.org/ licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative 156 Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of CA Service Management - 17.3 313 xercesImpl 2.12.0 Legal_Doc_00001984_20.pdf 314 xercesImpl 2.9.1 Legal_Doc_00000378_25.pdf 157 CA Service Management - 17.3 315 Xerces-J 2.9.1 This product includes Xerces-J 2.9.1 and is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http://www.apache.org/ licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give any other recipients of the Work or Derivative 158 Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) If the Work includes a "NOTICE" text file as part of CA Service Management - 17.3 316 XML Security Java 1.3 Portions of this product include software developed by the Apache Software Foundation. The Apache software is distributed in accordance with the following license agreement.Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet 159 the following conditions: (a) You must give any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of CA Service Management - 17.3 317 xml-apis 1.3.04 Legal_Doc_00000885_116.pdf 160 CA Service Management - 17.3 318 xml-apis 1.4.01 This product includes Apache xml-apis 1.4.01 which is distributed in accordance with the following license agreements: Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 161 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 319 XMLBeans 3.1.0 Legal_Doc_00002754_22.pdf 162 CA Service Management - 17.3 320 xml-commons-resolver 1.2 This product includes Apache xml-commons-resolver 1.2, which is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 163 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 321 XMLSchema 1.3.2 Legal_Doc_00001965_1.pdf 323 XMLSchema 2.0.2 Legal_Doc_12810_21.pdf 324 XMLSchema 2.2.4 Legal_Doc_00002754_23.pdf 164 CA Service Management - 17.3 325 xmlsec 1.4.4 This product includes Apache xmlsec 1.4.4 which is distributed in accordance with the following license agreement:Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 165 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 326 xmlsec 1.4.5 This product includes Apache xmlsec 1.4.5 which is distributed in accordance with the following license agreement: Apache License Version 2.0, January 2004 http:// www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. Definitions. "License" shall mean the terms and conditions for use, reproduction, and distribution as defined by Sections 1 through 9 of this document. "Licensor" shall mean the copyright owner or entity authorized by the copyright owner that is granting the License. "Legal Entity" shall mean the union of the acting entity and all other entities that control, are controlled by, or are under common control with that entity. For the purposes of this definition, "control" means (i) the power, direct or indirect, to cause the direction or management of such entity, whether by contract or otherwise, or (ii) ownership of fifty percent (50%) or more of the outstanding shares, or (iii) beneficial ownership of such entity. "You" (or "Your") shall mean an individual or Legal Entity exercising permissions granted by this License. "Source" form shall mean the preferred form for making modifications, including but not limited to software source code, documentation source, and configuration files. "Object" form shall mean any form resulting from mechanical transformation or translation of a Source form, including but not limited to compiled object code, generated documentation, and conversions to other media types. "Work" shall mean the work of authorship, whether in Source or Object form, made available under the License, as indicated by a copyright notice that is included in or attached to the work (an example is provided in the Appendix below). "Derivative Works" shall mean any work, whether in Source or Object form, that is based on (or derived from) the Work and for which the editorial revisions, annotations, elaborations, or other modifications represent, as a whole, an original work of authorship. For the purposes of this License, Derivative Works shall not include works that remain separable from, or merely link (or bind by name) to the interfaces of, the Work and Derivative Works thereof. "Contribution" shall mean any work of authorship, including the original version of the Work and any modifications or additions to that Work or Derivative Works thereof, that is intentionally submitted to Licensor for inclusion in the Work by the copyright owner or by an individual or Legal Entity authorized to submit on behalf of the copyright owner. For the purposes of this definition, "submitted" means any form of electronic, verbal, or written communication sent to the Licensor or its representatives, including but not limited to communication on electronic mailing lists, source code control systems, and issue tracking systems that are managed by, or on behalf of, the Licensor for the purpose of discussing and improving the Work, but excluding communication that is conspicuously marked or otherwise designated in writing by the copyright owner as "Not a Contribution." "Contributor" shall mean Licensor and any individual or Legal Entity on behalf of whom a Contribution has been received by Licensor and subsequently incorporated within the Work. 2. Grant of Copyright License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable copyright license to reproduce, prepare Derivative Works of, publicly display, publicly perform, sublicense, and distribute the Work and such Derivative Works in Source or Object form. 3. Grant of Patent License. Subject to the terms and conditions of this License, each Contributor hereby grants to You a perpetual, worldwide, non-exclusive, no-charge, royalty-free, irrevocable (except as stated in this section) patent license to make, have made, use, offer to sell, sell, import, and otherwise transfer the Work, where such license applies only to those patent claims licensable by such Contributor that are necessarily infringed by their Contribution(s) alone or by combination of their Contribution(s) with the Work to which such Contribution(s) was submitted. If You institute patent litigation against any entity (including a cross-claim or counterclaim in a lawsuit) alleging that the Work or a Contribution incorporated within the Work constitutes direct or contributory patent infringement, then any patent licenses granted to You under this License for that Work shall terminate as of the date such litigation is filed. 4. Redistribution. You may reproduce and distribute copies of the Work or Derivative Works thereof in any medium, with or without modifications, and in Source or Object form, provided that You meet the following conditions: (a) You must give 166 any other recipients of the Work or Derivative Works a copy of this License; and (b) You must cause any modified files to carry prominent notices stating that You changed the files; and (c) You must retain, in the Source form of any Derivative Works that You distribute, all copyright, patent, trademark, and attribution notices from the Source form of the Work, excluding those notices that do not pertain to any part of the Derivative Works; and (d) CA Service Management - 17.3 327 xmltooling 1.3.4 Legal_Doc_xmltooling_Apache.pdf 328 xmltooling 1.4.4 Legal_Doc_xmltooling.pdf 329 Zlib 1.2.3 This product includes zlib developed by Jean-loup Gailly and Mark Adler. /* zlib.h -- interface of the 'zlib' general purpose compression library version 1.2.1, November 17th, 2003 Copyright (C) 1995-2003 Jean-loup Gailly and Mark Adler This software is provided 'asis', without any express or implied warranty. In no event will the authors be held liable for any damages arising from the use of this software. Permission is granted to anyone to use this software for any purpose, including commercial applications, and to alter it and redistribute it freely, subject to the following restrictions: 1. The origin of this software must not be misrepresented; you must not claim that you wrote the original software. If you use this software in a product, an acknowledgment in the product documentation would be appreciated but is not required. 2. Altered source versions must be plainly marked as such, and must not be misrepresented as being the original software. 3. This notice may not be removed or altered from any source distribution. Jean-loup Gailly jloup@gzip.org Mark Adler madler@alumni.caltech.edu */ 330 Zlip 1.2.5 This product contains Zlib, which is distributed in accordance with the following: Copyright (C) 1995-2010 Jean-loup Gailly and Mark Adler This software is provided 'as-is', without any express or implied warranty. In no event will the authors be held liable for any damages arising from the use of this software. Permission is granted to anyone to use this software for any purpose, including commercial applications, and to alter it and redistribute it freely, subject to the following restrictions: 1. The origin of this software must not be misrepresented; you must not claim that you wrote the original software. If you use this software in a product, an acknowledgment in the product documentation would be appreciated but is not required. 2. Altered source versions must be plainly marked as such, and must not be misrepresented as being the original software. 3. This notice may not be removed or altered from any source distribution. Jean-loup Gailly Mark Adler. 331 zone.js 0.8.26 Legal_Doc_00002500_282.pdf 332 ZThread 2.3.2 Portions of this product include software developed by Eric Crahen. The ZThread software is distributed in accordance with the following license agreement. Copyright (c) 2005, Eric Crahen Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. 333 Perl 5.36 Legal_Doc_perl_536.pdf CA Service Management 17.3.0.23 Release Notes CA Service Management 17.3.0.23 is a cumulative patch for CA Service Management 17.3 and higher versions. For more information about the contents of previous cumulative patches, see Release Information. 167 CA Service Management - 17.3 This roll-up patch contains bug fixes, for more information review Fixed Issues mentioned below. Fixed Issues CA Service Management 17.3.0.23 includes the following defect fixes. For more information, see Steps to reproduce document. Fixed Issue ID Product Description DE574567 Service Desk Manager The -m option for the maileater does not work as expected in late RUs. DE576469 Service Desk Manager SDM 17.3 RU18 - Fails to copy, while attempting to copy an SDM Ticket. DE576743 Service Desk Manager Performance issue that is related to usp_lock_release_multiple PS and is affecting the ticketing process. DE576482 Service Desk Manager CV-TRACE-REVIEW_SDM_RU16-Certain emails are not sent by mail_nxd. DE576457 Service Desk Manager Cannot publish due to error "Could not find part table for <table>"</table> DE576471 Service Desk Manager GRLoader removes line breaks, and the description fileds displays text in a single line. DE576477 Service Desk Manager Assignee field is empty after saving and publishing a Knowledge Document. DE576473 Service Desk Manager Error occurs when attempting to export to excel from an ambiguous CI list. DE576475 Service Desk Manager Unable to upload any attachments from the employee interface. DE576476 Service Desk Manager In 17.3 RU12/Windows 2019 Visualizer Tomcat fails to start. DE576485 Service Desk Manager Export functionality stops working frequently. DE575770 Service Desk Manager Patch installation of CA SDM 17.3.0.22 (update from 17.3.0.3), the Database Connections remain in open state, and sleeping till the database server runs on errors and CA Application Server Environment (Advanced Availability) crashes. DE575766 Service Desk Manager High memory utilization in Domsrvr. DE576478 Service Desk Manager "Knowledge Manager" cannot create a new "Top" Knowledge Categories in a Multi-Tenancy environment. DE576481 Service Point CV-GEN-INQUIRY_SDM_17.3-Service Point-Search bar on "Your ticket has been submitted" screen does not work. DE576456 Service Point In RU22, when the subject of the ticket is long ( > 90 characters), the subject text covers the link for Reopening ticket even if there is space available. When the status of a ticket is long (> 28 characters), the status text covers the last modified date. Both occur on the Service Point home page. DE576455 Service Point Change in "Close Ticket Status" message in Aria Chatbot from None to Closed. DE576453 Service Point Security issue in RU 16, any authenticated user can access data, despite them not having the access privileges. DE575193 Service Point Comments are created, even after setting the Data Partition to not be able to create comments. DE576465 Service Catalog Procedures and scripts to archive or delete data do not work and throws errors. DE576467 Service Catalog Cross-Site Scripting (XSS) vulnerabilities occur in CA Service Point when using CA Catalog offerings. DE576460 Service Catalog In a catalog form, when we apply changes to column widths, only the first column changes, and the rest remain unchanged. 168 CA Service Management - 17.3 Fixed Issue ID Product Description DE576461 Service Catalog If a Box Label of a Checkbox has long text in a form, the label text overlaps in Service Point. DE576720 CABI Users cannot run the ad hoc view "Incident-Incident details view" with error "already closed" when they try to add fields like "Duration Resolve to Close in Days". DE575194 CABI After updating from RU 17.2 to RU 17.3, the reports with query Double type field from CA SDM's object schema that are returning are not displaying the value for those fields correctly. DE576459 CA APM In ITAM_17.3_the admin_password field from al_process_account table is created with a space at the end. Known Issues The following known issue is reported in CA Service Management Release 17.3.0.23. For a list of existing issues, see Known Issues. NOTE More Information • To install CA Service Management 17.3.0.23, see Installing CA Service Management 17.3.0.23 • If Jasper server is already integrated with ServiceDesk, you must re-integrate it using 17.3.0.23 installer • with its updated jars. For embedded reporting and analytics capabilities, we recommend that you migrate to JasperReports Server. For updated information on uninstallation, see Uninstall CA Service Management 17.3.0.23 CA Service Management 17.3.0.22 Release Notes CA Service Management 17.3.0.22 is a cumulative patch for CA Service Management 17.3 and higher versions. For more information about the contents of previous cumulative patches, see Release Information. The CA Service Management 17.3.0.22 patch contains the following. Security Enhancements • Security vulnerabilities are addressed in CA Service Desk Manager and xFlow Interface. • To address security vulnerabilities in CA Asset Portfolio Management, the log4net.dll version is upgraded from 1.2.10.0 to 2.0.14.0. To address security vulnerabilities, this patch contains the following upgrades: CA Service Desk Manager • OpenJDK 11.0.18 • Tomcat 9.0.71 CA Service Catalog • OpenJDK 11.0.18 • Tomcat 9.0.71 CA Asset Portfolio Management 169 CA Service Management - 17.3 • ITAM AMS Component - OpenJDK 11.0.18 and Tomcat Server 9.0.71 • ITAM CAF Component - Tomcat Server 9.0.71 • ITAM CORA - Log4J 2.17.1 Deactivate CIs with Relationships When inactivating a Configuration Item (CI) in Service Desk Manager, the application (system) validates if there are any dependencies (connected CIs). In case of dependencies, it notifies the user to remove the dependencies before inactivating the CI. • CA EEM Release 12.6.4.0 is now supported. • CA Process Automation 04.4.00 CP02 and 04.3.05 CP08 are now supported. NOTE To use this functionality, install the ci_relationship_check option from Administration, Option Manager, CA CMDB, and restart the CA SDM Services. Certifications The following software upgrade are available: • JasperReports Server 8.1.1 • Jaspersoft Studio 8.1.0 Fixed Issues CA Service Management 17.3.0.22 includes the following defect fixes. For more information, see Steps to reproduce document. Fixed Issue ID Product Description DE69094 Service Desk Manager Cannot edit tickets after RU 21 installation. DE68967 Service Desk Manager 17.3 RU21 breaks SDM IIS Web Interface (exception in w3wp.exe). DE68898 Service Desk Manager WebServices Login fails with Umlauts in Password. DE68700 Service Desk Manager Record is written at the incident window with employee role. DE68660 Service Desk Manager Spell Check Not Working Correctly. DE68221 Service Desk Manager Include Tomcat upgrade instructions. DE68156 Service Desk Manager SDM 17.3_RU06 \ Link to survey on message template regarding change order workflow task still persists. DE66869 Service Desk Manager Visualizer: Save map DE68891 xFlow Work Streams not Working. DE68884 Service Point When clicked 'Cancel Request' of a Request in Service Point, the Request is canceled without a confirmation message. DE68877 Service Point Service Point does not display KD images login when SP is installed on secondary server. DE68666 Service Point Properties blanked out by edit action in Service Point. 170 CA Service Management - 17.3 Fixed Issue ID Product Description DE68779 Service Catalog Service Catalog - news message announcements. DE67857 CA Service Point "My Tickets" search criteria should have been set as 'contains'; but it works like "starts with" or "equals" DE67856 CA Service Point Ability to Filter "My Tickets" - Category is showing the sym field instead of SelfSymbol DE67592 CA Service Point Ticket Not Visible on CA Service Point. DE67420 CA Service Point Service Point KB Related Documents are appearing incorrectly in other documents. DE67487 CA Service Catalog Performance issues when working with Catalog requests. DE67256 CA Service Catalog Duplicate execution of actions which sends an email to the Approver and Requester. DE66977 CA Service Catalog Vulnerability Cross-Site Scripting. DE66925 CA Service Catalog Credential Management: Sensitive Information Disclosure Vulnerability DE67424 CA Service Desk Manager LDAP_SYNC non-functional for all records. DE67167 CA Service Desk Manager OAuth2.0 Microsoft365 Connection Affected by Inactive Mailboxes DE67053 CA Service Desk Manager Jasper Integration Wizard not allowing users to proceed with wrong SDM Server DE66827 CA Service Desk Manager CoraCleanup does not work anymore DE66920 CA Asset Portfolio Manager Date fields with 11 digits date value in the Unix Epoch date format DE68320 xFlow Cannot set Request Workflow description to read only in xFlow. DE68456 CA Service Desk Manager Direct Link in Notification does not work after SAML implementation. DE68455 CA Service Desk Manager Maileater configuration failures OAuth 2.0 office365 DE68437 CA Service Desk Manager Apache Commons Text CVE-2022-42889 Vulnerability. DE68347 CA Service Desk Manager dbo.hex deprecated function. DE68072 CA Service Desk Manager EXPORT FORMAT TIMESTAMP (Projected Violation) DE67716 CA Service Desk Manager A "Knowledge Manager" cannot create new "Top" Knowledge Categories in a MultiTenancy environment. DE67634 CA Service Desk Manager Direct Links to Specific Tickets and Knowledge Documents in SDM do not work Unless Already Logged In DE67618 CA Service Desk Manager If "Summary" field is set as "Required" in Schema Designer, it will be displayed as a required field in Service Point. 171 CA Service Management - 17.3 Fixed Issue ID Product Description DE67476 CA Service Desk Manager Prefix is added to a name of attachment file when it is attached by "createAttmnt" method. DE66847 CA Service Desk Manager Missing documentation in German language for SSL. DE68530 CA Service Point Categories are not displayed in the alphabetical order in Service Point and a blank category is displayed too. DE68157 CA Service Point Category with Accented characters are not working as expected. DE68038 CA Service Point Example text not appearing for Property questions in xFlow/Service Point. DE67870 CA Service Point Service Point-Summary field is not summary of the Description field. DE66753 BUI/CA Service Catalog Prevent/Disable default form in Service Point. Known Issues The following known issue is reported in CA Service Management Release 17.3.0.22. For a list of existing issues, see Known Issues. Unable to upload attachments from the employee interface of Service Desk Manager Problem: After applying 17.3 RU22, unable to upload attachments from the employee interface of Service Desk Manager. Solution: Apply the required hotfix: Windows: APAR no : 99111769 Linux: APAR no : 99111770 After applying 17.3 RU 22 domsrvr memory growth is observed Problem: After applying 17.3 RU 22 domsrvr memory growth is observed. Solution: Apply the required hotfix: Windows: APAR no : 99111860 Linux: APAR no : 99111861 NOTE More Information: • To install CA Service Management 17.3.0.22, see Installing CA Service Management 17.3.0.22. • For embedded reporting and analytics capabilities, we recommend that you migrate to JasperReports Server. • For updated information on uninstallation, see Uninstall CA Service Management 17.3.0.22 CA Service Management 17.3.0.19 Release Notes 172 CA Service Management - 17.3 CA Service Management 17.3.0.19 is a cumulative patch for CA Service Management 17.3 and higher versions. For more information about the contents of previous cumulative patches, see Release Information. The CA Service Management 17.3.0.19 patch contains the following. Service Point - Ability to Filter "My Tickets" You can now track tickets from the My Tickets section of Service Point. With growing ticket volume, you may find it difficult to look for a particular ticket from a long list of Open and Closed Tickets. This enhancement is aimed at simplifying your ticket search experience by introducing filters for the following attributes: • • • • Ticket ID Summary Description Category Filtering based on category: Filtering based on category and description: NOTE In the My Tickets page, you can sort tickets by: • Creation Date for Active tickets. • Completion Date for Closed tickets. Security Enhancements Security vulnerabilities related to CA Asset Portfolio Management are addressed in CA Service Management 17.3.0.19. • The jquery-1.3.2 and jquery-ui-1.7.2 have been upgraded to jquery 3.6 and jquery-ui-1.13.2, respectively . NOTE For more information, see the CA Asset Portfolio Management section in the Post-Installation Tasks for CA Service Management 17.3.0.19 topic. Automated Jaspersoft Integration Integration of SDM with JasperSoft Reporting Server involves manual steps, such as, increasing the password length on the Jasper database server or copying the files from one location to the other. To improve the overall integration experience, these steps are now automated. 173 CA Service Management - 17.3 NOTE For more information, see Integrate JasperReports Server 7.9 with CA Service Management. Fixed issues CA Service Management 17.3.0.19 includes the following defect fixes. For more information, see Steps to reproduce document. Fixed Issue ID S.No. Product Description 1. DE67389 xFlow xFlow does not display attachments in repository. 2. DE66598 Service Point My open tickets folder displays some tickets twice. 3. DE67332 CA Service Desk Manager Drop-down display differs after upgrade to 17.3.0.15 or later, when compared to an earlier version. 4. DE67203 CA Service Desk Manager OAuth Refresh tokens expiring 90 days and breaks Maileater. 5. DE66484 CA Service Desk Manager Unable to search UNC knowledge documents. 6. DE66335 CA Service Desk Manager Updated Knowledge EBR Path to EBR Share; Documents Appear in List, but Not in Searches in Service Desk Manager. 7. DE66055 CA Asset Portfolio Manager Set T&C included key using Web Service. 8. DE65021 CA Asset Portfolio Manager Unable to cast object of type 'Oracle.ManagedDataAccess.Types.OracleDecimal' to type 'System.IConvertible'. Known issues There are no new known issues in CA Service Management Release 17.3.0.19. For a list of existing issues, see Known Issues. NOTE More information: • To install CA Service Management 17.3.0.19, see Installing CA Service Management 17.3.0.19. • For embedded reporting and analytics capabilities, we recommend that you migrate to JasperReports Server. • For updated information on uninstallation, see Uninstall CA Service Management 17.3.0.19 CA Service Management 17.3.0.18 Release Notes CA Service Management 17.3.0.18 is a cumulative patch for CA Service Management 17.3 and higher versions. For more information about the contents of previous cumulative patches, see Release Information. The CA Service Management 17.3.0.18 patch contains the following. xFlow Interface enhancement Never miss a Chat conversation When a new chat arrives, analysts tend to miss it when they are not focused on their workstream tab or working on a different ticket. With enhanced chat notifications, analysts will never miss a chat conversation. Analysts will now receive desktop notifications and a sound alert for an incoming chat. The desktop notification includes the ticket number, the 174 CA Service Management - 17.3 name of the chat message user, and the message preview. For more information, see Resolve Tickets with Contextual Collaboration. xFlow Interface must be SSL enabled to ensure you never miss a chat conversation. For more information on enabling SSL for xFlow Interface, see Enable Secure Socket Layer for xFlow Interface. CA Service Management Security enhancement Security vulnerabilities are addressed in CA Service Management 17.3.0.18 related to the xFlow Interface, Service Point, CA Service Desk Manager, and the Common Installer. • If you are using CA Service Management 17.3.0.17, the Critical risk Apache Commons Text vulnerability • CVE-2022-42889 is fixed in CA Service Management 17.3.0.18. To address security vulnerabilities, CA SDM webservices have been upgraded from Axis 1.4 to CXF framework 3.4.5. Both Axis 1.4 CXF & Web Services Frameworks are supported. With the CXF 3.4.5 framework, the maximum file size for an attachment is increased from 100MB to 500MB. NOTE The RU 18 patch adds a new Apache CXF-based SOAP Web Services with the same API methods as the Axis version. We recommend the new CXF-based service. The CXF-based service is automatically enabled after the patch installation and running on the same Tomcat as the Axis version. • The URL for the CXF-based service is: http(s)://<hostname>:<portnumber>/cxf/services • The URL for the WSDL document is: http(s)://<hostname>:<portnumber>/cxf/services/USD_WebService? wsdl For more information on the CXF Usage, see the following topics: • Web Services Management • Tips for SOAP Web Services Clients • Contents of the Samples Directory • Elastic search server has been upgraded from 7.16.2 to 7.17.6 to address security vulnerabilities. To upgrade to this version, during the CA Service Management 17.3.0.18 installation using the common installer, select CA Search Server on the installer selection window. After upgrading the Elasticsearch server, perform a full re-index to restore functionality. For more information, see the following topics: – Configure Search Server Cluster – Configure Security Plugin to Access Search Server – Perform Initial Load and refresh index data on the search server Process Automation 4.4.0 Certification CA Service Management 17.3.0.18 is certified with Process Automation Release 4.4.0. For more information, see the Supportability Matrix. Uninstall CA Service Management 17.3.0.18 The Uninstall CA Service Management 17.3.0.18 is updated with steps to backup and replace perl folders (Steps 17 and 18 for Windows and Steps 12 and 13 for Linux). Step 3 in the Restore Visualizer Files (Windows and Linux) are also updated. 175 CA Service Management - 17.3 Fixed issues CA Service Management 17.3.0.18 includes the following defect fixes. For more information, see Steps to reproduce document. S.No. Fixed Issue ID Product Description 1. DE66370 CA Service Catalog Tomcat is downgraded to an unsupported version after upgrading to CA Service Catalog 17.3.0.16. 2. DE66390 CA Service Catalog After upgrading to CA Service Catalog 17.3.0.14, you cannot log in to CA Service Catalog if the business unit contains Swedish characters. Internet Explorer is the only browser exhibiting this behavior. 3. DE65161 CA Service Desk Manager A 404 error sent by the CA Service Desk REST API is in plaintext instead of XML. 4. DE66522 CA Service Desk Manager and DE66500 An issue with Edit in List functionality. 5. DE66696 CA Service Desk Manager The date format in the exported XLSX file does not match the regional settings configured on the system. 6. DE66797 CA Service Desk Manager When the regional system settings are set to a zone without a dot before the decimal point, an exported XLSX file becomes corrupt. 7. DE66132 CA Service Desk Manager Whenever a knowledge document is searched and selected from the KNOWLEDGE tab, incorrect colors are displayed, and the correct color scheme is not honored. 8. DE66612 CA Service Desk Manager Emails from unknown addresses or emails that do not match mailbox rules should not be stored in the email repository when "Attach Entire Email" is configured on the incoming email inbox. 9. DE66231 Service Point The link from the email notification takes the user to the Service Point ticket if logged in. Users not logged in are redirected to the Service Point login screen, where they enter credentials and are then redirected to the home page instead of the Service Point ticket. Known issue The following known issue is reported in CA Service Management 17.3.0.18. Problem: Analysts cannot view the details of tickets in the mobile app. Solution: For attributes to appear in the mobile app, administrators must configure and enable them. Perform the following steps 1. Configure mobile attributes. Follow Configure the Mobile Attributes for Tickets. 2. To enable the mobile attribute in the mobile app, navigate to Administration >xFlow Interface > Object Attributes. a. Select the mobile attribute. b. Click Edit. c. Select the Show in Mobile Attributes checkbox. d. Select Save. 3. Restart the CA xFlow Interface service. 176 CA Service Management - 17.3 NOTE More information: • To install CA Service Management 17.3.0.18, see Installing CA Service Management 17.3.0.18. • For embedded reporting and analytics capabilities, we recommend that you migrate to JasperReports Server. • For updated information on uninstallation, see Uninstall CA Service Management 17.3.0.18 CA Service Management 17.3.0.17 Release Notes CA Service Management 17.3.0.17 is a cumulative patch for CA Service Management 17.3 and higher versions. For more information about the contents of previous cumulative patches, see Release Information. The CA Service Management 17.3.0.17 patch contains the following. Security enhancements In CASM 17.0.3.17, security vulnerabilities are addressed for xFlow Interface and Service Point. CA SDM enhancement: Export to .xlsx format CA Service Desk Manager now supports exporting to .xlsx format. Compatibility with the latest file format (.xlsx) to export enhances the user experience and ensures security. Fixed issues CA Service Management 17.3.0.17 includes the following defect fixes. For more information, see Steps to reproduce document. S.No. Fixed Issue ID Product Description 1. DE64656 CA Service Catalog Fields that are hidden are displayed in the email request for Service Catalog. 2. DE65294 CA Service Catalog Once you select a value for a field, hit Tab on the keyboard, and continue the process. Clicking Save, all the selected values are lost or disappear. 3. DE65335 CA Service Desk Manager The command bop_sinfo -t that displays the trigger definition of an object is returning incorrect filters. 4. DE65826 CA Service Desk Manager CMDB Visualizer cannot be accessed if the user ID is in the domain \userid format. 5. DE66093 CA Service Desk Manager Attachments cannot be opened. The following error message is displayed: 'Download Failed - AHD05072:Security settings prevent viewing this record'. 6. DE65951 CA Service Desk Manager A follow-up comment for a knowledge document remains visible even after you attempt to delete it. 7. DE65854 xFlow Interface Clicking a KB article in Service Point disables several buttons when interacting with Chatbot in Service Point. 8. DE66106 xFlow Interface When a ticket is assigned to a group, dropdown options for a mandatory field do not appear and the following error appears: 'Error retrieving values'. 177 CA Service Management - 17.3 Fixed Issue ID S.No. 9. DE65983 Product JasperReports Server Description The JasperSoft roles do not change dynamically based on the user's CA SDM access level. TIP • For information about installing CA Service Management 17.3.0.17, see Installing CA Service Management • 17.3.0.17. For embedded reporting and analytics capabilities, we recommend that you migrate to JasperReports Server. For more information, see JasperReports Server. Known issue The following known issue is reported in CA Service Management 17.3.0.17. Problem: xFlow hangs when launched from IE 11-Mode in Microsoft Edge browser. Solution:Perform the following steps: 1. Click the ellipsis (...) in the upper right-hand corner of the Microsoft Edge browser and scroll down to click the Settings option. 2. Click the Default browser option on the left side of the Settings page. 3. Under the Allow sites to be reloaded in Internet Explorer mode (IE mode) section, select Don't allow from the drop-down menu. 4. Restart the Microsoft Edge browser. CA Service Management 17.3.0.16 Release Notes CA Service Management 17.3.0.16 is a cumulative patch for CA Service Management 17.3 and higher versions. CA Service Management 17.3.0.16 contains the following. Security enhancements To address security vulnerabilities, we have upgraded the Log4j2 version to 2.17.1 for CA SDM and xFlow Interface. Fixed issues CA Service Management 17.3.0.16 includes the following fixes. For more information, see the Steps to reproduce document. S.No. Fixed Issue ID Product Description 1. DE65423 CA Service Catalog Unable to approve any workflow requests through email. The email sent for approvals is corrupted with special characters. 2. DE62090 CA Service Catalog For the web service call, getFormRateItemValues, in the PAM process, there's no logic to reverse or set the order after the data is retrieved from the database. 3. DE62831 CA Service Catalog If one of the users doesn't have an email setup, the system doesn't send an email notification to any user. 4. DE64676 CA Service Catalog The order of columns and lines in the table, swe1_table, is stored in reverse order in the SoapResponesBody. 178 CA Service Management - 17.3 Fixed Issue ID S.No. Product Description 5. DE65149 CA Service Catalog Upgrading CA Service Catalog 17.2 to CA Service Catalog 17.3.0.12 results in a high CPU memory usage on the java.exe process. 6. DE61719 CA SDM The decimal symbol in numbers is converted to a comma. For example, 99.9 is displayed as 99,9. 7. DE65000 CA SDM The patch installation for CA SDM 17.3.0.11 and CA SDM 17.3.0.11 fails when the SQL database has an ECC certificate for encryption. 8. DE64994 CA SDM The Cora cleanup utility or MDB registration displays an error in the command prompt. 9. DE65003 CA SDM The system creates a ticket even if the Call_Req table uses a duplicate Category ID. 10. DE65040 CA SDM Reported vulnerability issues for CGI download through the Tomcat port. 11. DE65403 CA SDM Unable to add or remove assignments from service contracts. 12. DE65363 Service Point SAML Authentication for Service Point doesn't always redirect to the ADFS page Installing CA Service Management 17.3.0.16 • Verify that CA Service Management 17.3 or a higher version is installed. • From the Broadcom support portal, download a patch based on your CA Service Management implementation. – Windows: 99111553 – Linux: 99111554 • To apply the patch to your installation, see Installing CA Service Management 17.3.0.16. NOTE For embedded reporting and analytics capabilities, we recommend that you migrate to JasperReports Server. For more information, see Jaspersoft for CA Service Management. CA Service Management 17.3.0.15 Release Notes CA Service Management 17.3.0.15 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains bug fixes. For more information, see Fixed Issues - 17.3.0.15. Joint JS Upgrade NOTE Upgrade Joint JS only after you install the RU15 SDM patch. This patch contains the upgraded version of Joint JS 3.5.5 to fix the security vulnerabilities. Perform the following steps to upgrade the Joint JS in your installation, 1. Download the CA Service Management 17.3 Third-Party Components 99111521 file from Broadcom Support. 2. Extract the Jointjs folder from the Jointjs.zip file. 3. Verify that Jointjs folder includes the following files: • joint.min.js • joint.min..css 179 CA Service Management - 17.3 4. Stop the CA xFlow Analyst Interface Service and take a backup of the files <xFlow_installed_location>\APPS\Services \incidentmicroservice-17.0.479\public\resources\jointjs\joint.min.css and<xFlow_installed_location>\APPS\Services \incidentmicroservice-17.0.479\public\js\thirdparty\jointjs\joint.min.js. 5. Unzip the JOINTJS.zip, copy and paste the new files on to respective locations – joint.min.css to <xFlow_installed_location>\APPS\Services\incidentmicroservice-17.0.479\public\resources \jointjs – joint.min.js to <xFlow_installed_location>\APPS\Services\incidentmicroservice-17.0.479\public\js\thirdparty \jointjs 6. Start the CA xFlow Analyst Interface Service. SSL Configurator Utility Upgrade This patch contains the upgraded version of SSL Configurator Utility to fix the security vulnerabilities. For more information, refer SSL Configurator Utility Wizard for CA Service Management. Installing the patch For more information about how to install the patch, see Installing CA Service Management 17.3.0.15. SO number details for T-Fix R17.3 RU15 is as follows SDM - Windows: 99111522 SDM - Linux: 99111523 NOTE Technical Support for CA Business Intelligence JasperReports 7.1.1 and 7.2 is discontinued. • CA Business Intelligence JasperReports Server 7.2 : EOS effective December 31, 2021 • CA Business Intelligence JasperReports Server 7.1.1: EOS effective May 31, 2021 It's highly recommended that you plan to migrate to CA Business Intelligence JasperReports Server 7.9 version at the earliest. For more information on the upgrade instructions, refer CA Business Intelligence JasperReports Server 7.9. You must upgrade to the latest rollup versions of CA Service Management starting from 17.3.0.10 to adapt CA Business Intelligence JasperReports Server 7.9. Fixed Issues - 17.3.0.15 CA Service Management 17.3.0.15 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager S. No Fixed Issue ID Description 1 DE64963 SOAP Web Services Policy doesn't inactivate 2 DE64817 Discrepancy in SDM Contacts Search Result when searched by userid 3 DE64695 SDM_17.3.0.12-33073386-Auto Assign breaks with RU12 4 DE64675 SDM 17.3 Spanish - Audit Log does not show some attributes with right date format 5 DE64186 WEB-Service DEBUG Logging 180 CA Service Management - 17.3 S. No Fixed Issue ID Description 6 DE64094 Emails are not being moved to Mail Undeliverable folder 7 DE63591 Visualizer process high CPU 8 DE63569 CV-GEN-INQUIRY_SDM_17.3RU9_sdm_ds datasource can't re-establish connection to SDM after a re SDM APP server 9 DE62589 SDM_17.3_Tomcat Visualizer Process crashes xFlow Interface/Service Point S. No Fixed Description 1 DE65062 Attribute enum1 not found in urg:PDOB:PATTR:OB:MTH: 2 DE65039 33039970 - Issue 3: Notifications are being prompted in SP for SDM tickets CA Service Catalog S. No Fixed Issue ID Description 1 DE64915 Request can NOT be saved; validation error, although all visible mandatory fields are sat 2 DE64870 The icon in Recent Requests layout is not visible in the sub-business units. ITAM S. No Fixed Issue ID Description 1 DE64859 ITAM_17.3.0.12-33086136-DOJ-Error during access to links within ITAM 2 DE64381 Duplicate Asset Families Created 3 DE64180 APM Configuration Issue - Read Only is Editable 4 DE62214 Script required to repair tenancy in usp_lrel_cenv_cntref 5 DE60425 ITAM 17.3 RU5 Vulnerability - Apache Struts Known Issues-17.3.0.15 The following known issues are reported in CA Service Management 17.3.0.15: Getting SSL connection errors while opening AMS Problem: After upgrading to CA Service Management 17.3.0.15, getting the following errors related to the SSL connection in the log files. You can see the errors in the “ams-stderr.xxxx-xx-xx” log files located in C:\Program Files (x86)\CA \SharedComponents\AMS\TomCat\logs. 181 CA Service Management - 17.3 07-Jun-2022 09:22:51.973 INFO [main] org.apache.catalina.startup.Catalina.start Server startup in [11430] millisecondscom.microsoft.sqlserver.jdbc.SQLServerException: The driver could not establish a secure connection to SQL Server by using Secure Sockets Layer (SSL) encryption. Error: "The server selected protocol version TLS10 is not accepted by client preferences [TLS13, TLS12]". ClientConnectionId:bf8637a0f159-4afa-847f-ea513768dfad Solution: Perform the following steps: 1. Locate your java.security configuration file located in the jre/lib/security folder for OpenJDK 8 or conf/ security for OpenJDK 11 and higher. 2. Search for the property jdk.tls.disabledAlgorithms . For OpenJDK 11, its contents will be similar to: jdk.tls.disabledAlgorithms=SSLv3, TLSv1, TLSv1.1, RC4, DES, MD5withRSA, \ DH keySize < 1024, EC keySize < 224, 3DES_EDE_CBC, anon, NULL, \ include jdk.disabled.namedCurves 3. Remove the TLSv1.1 and TLSv1 entries, you can re-establish those versions back to the list of usable versions within the JDK. 4. Restart AMS service. Apache Tomcat not upgraded from 8.5.43 to 9.0.58 after upgrading to CA Service Management 17.3.0.15 Problem: CA Service Management 17.3.0.15 fails to upgrade the Apache Tomcat version. Solution: Manually upgrade Apache Tomcat from version 8.5.43 to 9.0.58. Follow these steps: 1. 2. 3. 4. 5. Stop the catalog and accounting services. Back up the USM_HOME\embedded\tomcat folder. Download the Apache Tomcat 9.0.58 zip file from this location. Unzip the apache-tomcat-9.0.58-windows-x64.zip file and place the folder in USM_HOME\embedded\tomcat folder. Start the catalog and accounting services. CA Service Management 17.3.0.14 Release Notes CA Service Management 17.3.0.14 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains bug fixes. For more information, see Fixed Issues - 17.3.0.14. Service Point Usability Enhancement - Add Attachments using Cut/Copy & Paste in a Ticket Today end-users can attach a file using drag and drop functionality (or) by clicking the Attach button and selecting the file. You can now attach the file in a new method by copying-pasting an attachment from the clipboard. This enhancement is helpful for the end-users by taking the screenshot of the error and pasting it into the Ticket Creation or Ticket Details page using the keyboard shortcut keys. NOTE Copy-paste behavior can vary based on the browser. OpenJDK Upgrade This patch contains the support for OpenJDK 11.0.12+7 in the following components to address security vulnerabilities. • Service Desk Manager • Service Catalog 182 CA Service Management - 17.3 Tomcat Upgrade This patch contains the support for Tomcat 9.0.58 in the following components to address security vulnerabilities. • Service Desk Manager • Service Catalog Jaspersoft Studio 7.9 Jaspersoft Studio 7.9 is now supported on CA Service Management 17.3.0.14. For more information, see Install and Integrate Jaspersoft Studio 7.9 with CA Service Management 17.3.0.14. NOTE You must install the Jaspersoft Studio 7.9 Tibco Hotfix (99111510) from the Broadcom Support. This patch must be installed on the existing Jaspersoft Studio 7.9 which has the fix for the Log4j2 vulnerability (CVE-2021-44228) and Spring vulnerability (CVE-2022-22965). Installing the patch For more information about how to install the patch, see Installing CA Service Management 17.3.0.14. SO number details for T-Fix R17.3 RU14 is as follows SDM - Windows: 99111490 SDM - Linux: 99111491 Fixed Issues - 17.3.0.14 CA Service Management 17.3.0.14 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager S. No Fixed Issue ID Description 1 DE62641 SDM 17.3 - Visualizer Buttons and Screen Resolution 2 DE62536 SDM 17.3.08 - HTMPL forms are not WSP Compliant 3 DE63440 Service type doesn't work when escalate ticket 4 DE63962 Rest API Permissions 5 DE64106 Permissions on Insights User Folders Reset After Logging Back In 6 DE64160 SDM 17.3 SOAP WebServices - Attach file to CI using createAttachment xFlow Interface/Service Point S. No Fixed Description 1 DE64354 Getting unauthorized error frequently when calling for accesstoken from xFlow microservices 2 DE63171 CA Research Extension for Chrome 3 DE63841 internal flag on transfer missing under xFlow 4 DE64015 xFlow_17.3RU11_xFlow showing codes when the customer does not have a contact type set 5 DE64404 Service point description overlap 183 CA Service Management - 17.3 S. No 6 Fixed Description DE64543 Self Service Symbol only appears in Service Point if both Request and Incident is flagged in the category CA Service Catalog S. No Fixed Issue ID Description 1 DE64323 ITAM is generating too many records in telemetry 2 DE63381 Issues after upgrading17.1 to 17.3 ITAM S. No 1 Fixed Issue ID DE64323 Description ITAM is generating too many records in telemetry CABI S. No 1 Fixed Issue ID DE59460 Description SDM 17.2 - Duration fields in Jaspersoft (Insights) not displaying as 'HH:MM:SS' Known Issues-17.3.0.14 Following known issues are reported in CA Service Management 17.3.0.14: Out-of-the-box reports from JasperServer 7.9 do not open in Jasperstudio 7.9 Problem: Few Out-of-the-box Jasper server 7.9 reports do not open in Jasperstudio 7.9. It is observed failed reports have a parameter in the URL. Solution: There is no workaround, currently, for this issue. CA Workflow tomcat is using old tomcat (8.5.6) after pdm_configure on the 17.3 RU14 patch environment. Problem: After running pdm_configure on 17.3 RU14 installed environment, CA Workflow tomcat is pointing to Tomcat 8.5.6. Solution: Perform the following steps: 1. Open and edit the NX.env file in the NX_ROOT folder. 2. Update the variable @NX_TOMCAT_INSTALL_DIR_CAWF with the tomcat 9.0.58 as shown in the following example: @NX_TOMCAT_INSTALL_DIR_CAWF=C:/Program Files (x86)/CA/SC/tomcat/9.0.58 3. Save the changes and close the file. 4. Repeat these steps, whenever you are running pdm_configure. SDM tomcat and JRE still points to the supported versions of 17.3 RU14 patch in the NX.env file, after uninstalling 17.3 RU14 patch. Problem: 184 CA Service Management - 17.3 After uninstalling 17.3 RU14 patch, SDM tomcat and JRE still points to the supported versions of 17.3 RU14 patch in the NX.env file and does not point to the supported tomcat and JRE versions of the previous RUs. Solution: Perform the following steps to revert to : 1. Open and edit the NX.env file in the NX_ROOT folder. 2. Update the @NX_TOMCAT_INSTALL_DIR variable with the supported tomcat of the previous RUs as shown in the following example: @NX_TOMCAT_INSTALL_DIR=C:/Program Files (x86)/CA/SC/tomcat/8.5.53 3. Update the @NX_JRE_INSTALL_DIR variable with the supported JRE of the previous RUs as shown in the following example: @NX_JRE_INSTALL_DIR=C:/Program Files (x86)/CA/SC/JRE/11.0.3 4. Save the changes and close the file. xFlow URL is not accessible using the IE11 browser Problem: After Installing RU14, xFlow URL is not accessible in IE11 browser due to the non-support for Angular12 in this browser. Solution: Use any other supported browsers to access xFlow URL. CA Service Management 17.3.0.13 Release Notes CA Service Management 17.3.0.13 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains bug fixes. For more information, see Fixed Issues - 17.3.0.13. NOTE Azure Admin Consent support for Microsoft Exchange in Maileater is provided with CA Service Management 17.3.0.13. For more information, see Define a Mailbox. Installing the patch For more information about how to install the patch, see Installing CA Service Management 17.3.0.13. SO number details for T-Fix R17.3 RU13 is as follows SDM - Windows: 99111438 SDM - Linux: 99111439 NOTE After installing Service Catalog 17.3 RU13, apply the Service Catalog hotfix 99111474, which has the remediation for the Spring4Shell CVE-2022-22965: Spring Core Remote Code Execution Vulnerability. This hotfix applies to Service Catalog only. Fixed Issues - 17.3.0.13 CA Service Management 17.3.0.13 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. 185 CA Service Management - 17.3 CA Service Desk Manager S. No Fixed Issue ID Description 1 DE63932 Create Configuration Items using grloader with SQL-tables 2 DE63804 EEM Application are frequently down 3 DE63763 pdm_log4j_config.pl doesn't work for visualizer 4 DE63007 JavaMailPOP3Client - getPOP3HostInfo() + Failed to make connection with STARTTLS to server xxx.d port xxx, trying SSL connection 5 DE62987 SDM 17.3#-Security Vulnerability - Export Function 6 DE62856 Can't create stub clasess (Case #: 32852444) 7 DE62628 GRLoader cannot set date fields to EMPTY 8 DE62349 SDM UI (17.2 and 17.3) - Menubar hidden by scroll bar 9 DE61389 With multiple AD's: dm_ldap_sync -n ""domain"" doesn't update inactive contact xFlow Interface/Service Point S. No Fixed Description 1 DE63621 Xflow - unassigned stream not properly updated 2 DE59163 XFlow - Inactive Configuration Items and Inactive Resolution Codes seen in the drop down in status Pop details page 3 DE62104 EEM-Error with xFlow-Login 4 DE64047 Unable to perform consecutive searches in Service Point after RU11 CA Service Catalog S. No Fixed Issue ID Description 1 DE63681 Catalog_17.3RU9_can't Download Attachments in a new tab as in 17.1 2 DE63668 Service Catalog 17.3 - Catalog search is not working 3 DE62977 Service Catalog Plugin error after 15 invokes from form 4 DE61381 ServicePoint - New Service with multiple sites CA Service Management 17.3.0.12 Release Notes CA Service Management 17.3.0.12 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains bug fixes. For more information, see Fixed Issues - 17.3.0.12. Log4j2 Upgrade The 17.3.0.12 version contains the upgraded Log4j2 version of 2.17.1 to fix the following security vulnerabilities affecting the Apache Log4j utility: • CVE-2021-44832: Apache Log4j2 vulnerable to RCE via JDBC Appender when attacker controls configuration. 186 CA Service Management - 17.3 Elastic Search Server Upgrade Elastic Search Server is now upgraded from 7.10.2 to 7.16.2. Integrated CA Service Management components must be upgraded after you have upgraded to CA Service Management 17.3.0.12. If you have applied CA Service Management 17.3.0.12, ensure to upgrade your Elastic Search server to 7.16.2. After the upgrade is complete, full reindexing is required to restore functionality. Ensure to plan accordingly for your Elastic Search upgrade. To configure Elastic Search Server 7.16.2, review the following topics: • Configure Search Server Cluster • Configure Security Plugin to Access Search Server • Perform Initial Load and refresh index data on the search server Installing the patch For more information about how to install the patch, see Installing CA Service Management 17.3.0.12. SO number details for T-Fix R17.3 RU12 is as follows SDM - Windows: 99111375 SDM - Linux: 99111376 NOTE Azure Admin Consent support for Microsoft Exchange in Maileater is provided with CA Service Management 17.3.0.12. For more information, see Define a Mailbox. Fixed Issues - 17.3.0.12 CA Service Management 17.3.0.12 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager S.No Fixed Issue ID Description 1 DE62557 SDM_17.3.08-32827836-Avoid Popups Not working correctly for Problems 2 DE62751 CHG Auto assignment for multi-tenancy doesn't work properly 3 DE63628 Not able to find post-installation steps for RU11 xFlow Interface/Service Point S.No Fixed Description 1 DE62923 xFlow 17.3 - Card View Display Bug 2 DE63048 SDM 17.3 (Service Point) - No Suggestion is displayed in ""What does it relate to?"" field 3 DE58677 Cannot create ticket in ServicePoint with category of child/sub tenant. 4 DE61592 The More button on Service Point does not list Service Catalog Offerings in (Portuguese) since upgrade 187 CA Service Management - 17.3 CA Service Catalog S.No Fixed Issue ID Description 1 DE61615 Wrong number of offerings on Service Catalog 2 DE62179 Users Receiving ""Request Submission Failed"" Errors for SC Submissions 3 DE62558 A Single SC Form not taking file attachments in NADC Prod 4 DE62568 SLCM_17.3_Service Point - Service Catalog Offering Folders are not shown 5 DE63080 Catalog form JS not running. Jaspersoft Reports S.No 1 Fixed DE62625 Description CA JasperSoft Report - Dashboard output is empty Known Issues-17.3.0.12 Following known issues are reported in CA Service Management 17.3.0.12: Sdmp.bat or sdmp.sh does not start and throws an error in the command prompt window Problem: The sdmp.bat or sdmp.sh does not start and throws an error in the command prompt window as following: Exception in thread "main" java.lang.NoClassDefFoundError: org/apache/logging/log4j/LogManager at com.ca.casm.sdm.sdmp.SdmPromotion.updateLogFileAppender(SdmPromotion.java:272) at com.ca.casm.sdm.sdmp.SdmPromotion.main(SdmPromotion.java:140) Caused by: java.lang.ClassNotFoundException: org.apache.logging.log4j.LogManager Solution: Perform the following steps: 1. 2. 3. 4. Open the sdmp.bat or sdmp.sh file from NX_ROOT/bin location in an editor. Replace the entry log4j-core-2.17.0.jar with log4j-core-2.17.1.jar. Replace the entry log4j-api-2.17.0.jar with log4j-api-2.17.1.jar Save it CA Service Management 17.3.0.11 Release Notes CA Service Management 17.3.0.11 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains bug fixes. For more information, see Fixed Issues - 17.3.0.11. NOTE Azure Admin Consent suport for Microsoft Exchange in Maileater is provided with CA Service Management 17.3.0.11. For more information, see Define a Mailbox. Log4j2 Upgrade The 17.3.0.11 version contains the upgraded Log4j2 version of 2.16.0 to fix the following security vulnerabilities affecting the Apache Log4j utility: 188 CA Service Management - 17.3 • CVE-2021-44228: Apache Log4j2 JNDI features do not protect against attacker controlled LDAP and other JNDI related endpoints. • CVE-2021-45046:Apache Log4j2 Thread Context Message Pattern and Context Lookup Pattern vulnerable to a denial of service attack. Installing the patch For more information about how to install the patch, see Installing CA Service Management 17.3.0.11. Fixed Issues - 17.3.0.11 CA Service Management 17.3.0.11 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager S.No Fixed Issue ID Description 1 DE62935 WEB-Page-error list_alg.htmpl. The Audit trail in the tickets is displayed as undefined instead of "Incide 2 DE62904 Cookies with Ampersands in content causing CA SDM Web UI functionality issues. 3 DE62796 Error Enabling SAML Authentication for CA SDM. 4 DE61990 BOP_LOGIN is not reporting bopsid value in error message. 5 DE61415 Office 365 OAuth configuration attempts are not successful. 6 DE62702 Cannot copy CI if NR Object has many custom columns. xFlow Interface/Service Point S.No 1 Fixed DE62364 Description CA Research Extension for Chrome no longer available. CA Service Catalog S.No Fixed Issue ID Description 1 DE62946/DE62945 Form items are disabled when changing the status of a request. 2 DE61150 The onSuccess-function and ca_reportQuery() function does not work as expected:. 3 DE62831 CA Service Catalog is not sending notifications, if an incorrect or empty email ID is given. 4 DE62819 CA Service Catalog service offering - new selections required. CA Asset Portfolio Management (CA ITAM) S.No 1 Fixed DE58521 Description CA APM Filters are not applied correctly. CA Service Management 17.3.0.10 Release Notes 189 CA Service Management - 17.3 CA Service Management 17.3.0.10 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues - 17.3.0.10. Review the following topics before you proceed with the installation: What's New Following enhancement is provided with CA Service Management 17.3.0.10: JasperReports 7.9 for CA Service Management 17.3.0.10 JasperReports Server 7.9 is now supported on CA Service Management 17.3.0.10. For more information, see Install and Integrate JasperReports Server 7.9. NOTE You must install the Jaspersoft Studio 7.5 Tibco Hotfix (99111335) from the Broadcom Support. This patch must be installed on the existing Jaspersoft Studio 7.5 which has the fix for the Log4j2 vulnerability (CVE-2021-44228). NOTE After integrating Jaspersoft Server 7.9 with CA Service Management, apply the Jaspersoft Server 7.9 hotfix (99111465) which has the remediation for the following vulnerabilities: Apache Log4J vulnerability (CVE-2021-44228, CVE-2021-45046 and CVE-2021-45105) Spring Framework vulnerability called Spring4Shell (CVE-2022-22965). If you have already applied the Jaspersoft Server 7.9 hotfix (99111388), apply this hotfix on top of it. CA SAM 4.6.0 Support for CA APM CA SAM 4.6.0 with PHP 7.3.29 and PHP 7.4.23 is now supported for CA APM. For more information, see CA SAM 4.6.0 with CA APM (ITAM). Installing the patch For more information about how to install the patch, see Installing CA Service Management 17.3.0.10. Fixed Issues - 17.3.0.10 CA Service Management 17.3.0.10 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager S.No Fixed Issue ID Description 1 DE62738 Mail_nxd does not work after upgrading to CA Service Management 17.3.0.9. 2 DE62330 PDM functions are included in the new driver of CA Service Management 17.3. PDM functions (like Pdm PdmDowntime and so on) is not supported in the older ODBC driver for JasperReports Server. 3 DE61989 French Files Delivered With Spanish CA Service Management 17.3 Installation 4 DE61664 Vulnerability issue with javascript is possible when having multiple webengines. 5 DE62295 Issues with pdm_d_mgr.exe crashing. 6 DE61816 Error using timezone when resuming Service Type Events. 190 CA Service Management - 17.3 S.No Fixed Issue ID Description 7 DE59959 CA SDM Application servers losing connection with background servers. 8 DE59817 Conflict analysis error. 9 DE58775 After upgrading, unable to login to CMDB. xFlow Interface/Service Point S.No Fixed Description 1 DE62165 In xFlow Interface, using templates is not working as expected. 2 DE61645 ViewAttributes does not work in xFlow Interface, when multi-tenancy is enabled. 3 DE61128 Status transition with dependent attribute, search not working for more than 10 values. 4 DE60491 "Open in new tab" in Service Point for Suggested Solutions displays unexpected behaviour. 5 DE58855 xFlow depended attr control call_back_date shows only date and no time. CA Service Catalog S.No Fixed Issue ID Description 1 DE61906 CA Service Catalog Field Attributes issue. 2 DE62334 Script changes not considered in specific condition. 3 DE61804 Error while Forwarding Messages. 4 DE61127 Modify selected option in Select field with fix options in table. After selecting a value in the Option field, can another value; when the select field is a column in a table and the select field has fix options. Known Issues-17.3.0.10 Following known issues are reported in CA Service Management 17.3.0.10: JasperReports Server 7.9 Out-of-the Box Transactional Reports Error. Problem: In case of SDM installed with Oracle database and integrated with Jasper 7.2/7.9, you may see an issue while running some of the reports which has bigint datatype. Solution: Perform the following steps: 1. To resolve this issue, update and modify the applicationcontext-semanticLayer.xml file. Open this file in Jasper installed location: (for example: C:\Jaspersoft\jasperreports-server-7.9.0\apache-tomcat\webapps\jasperserver-pro \WEB-INF) and search for the following: { switch (args[0]?.javaType) case 'java.lang.Integer': case 'java.lang.Short': return String.format("SUM(cast(%s as bigint))", sqlArgs[0]) default: return String.format("SUM(%s)", sqlArgs[0]) } 2. Comment the following lines from the above step 1:  3. Save the file and restart JasperReports Tomcat services. Out-of-the-box reports from JasperServer 7.9 do not open in Jasperstudio 7.5 Problem: Few Out-of-the-box Jasper server 7.9 reports do not open in Jasperstudio 7.5. It is observed failed reports have a parameter in the URL. Solution: There is no workaround, currently, for this issue. AdHoc views in dashboards are not Accessible from xFlow Interface, Insights app Problem: Using the Insights app, analysts cannot view ad hoc views in the dashboard. Solution: An administrator must convert the Ad hoc views to reports. Perform the following steps 1. 2. 3. 4. 5. Log in to JasperReports Server as a superuser. Navigate to View and select Ad Hoc Views. Select and open an Ad hoc view that you want to convert to a report. Click the save icon and select Save Ad Hoc View and Create Report. Create a new dashboard and add the report to the dashboard. Result: From the Insights app, analysts can now access reports via the newly created dashboard. CA Service Management 17.3.0.9 Release Notes CA Service Management 17.3.0.9 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues 17.3.0.9. Review the following topics before you proceed with the installation: What's New Following enhancement is provided with CA Service Management 17.3.0.9: Define the User Name Display in Virtual Analyst's welcome message CA SDM administrators can define the user name display in Virtual Analyst's welcome message. Currently, the Virtual Analyst welcome message displays the user name configured in CA SDM in the format: <Lastname>, <Firstname> <Middle Name>. With this enhancement, Administrators can have more flexibility in terms of configuring the username. For example, configure to show both <Firstname> <Lastname> or just the <Firstname> only. The name attribute is provided as a Virtual Analyst specific configuration in CA SDM. The welcome message will use the name configured by Administrators. For more information, see Manage Virtual Analyst Greeting Display in Service Point. For more information about how to install the patch, see Install CA Service Management 17.3.0.9. Fixed Issues -17.3.0.9 CA Service Management 17.3.0.9 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. 192 CA Service Management - 17.3 CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE60169 Request to include PDM functions in the new driver of CA Service Management 17.3. PDM functions (like P PdmDowntime and so on) are not supported on the earlier ODBC driver. 2 DE60495 xFlow Interface properties fields shows no values. 3 DE61989 French Files Delivered With Spanish CA Service Management 17.3 Installation. 4 DE61664 Vulnerability issue with javascript when the CA SDM environment is having multiple web engines. 5 DE61540 Maileater connection needs to be reset by CA SDM restart. 6 DE61525 CA SDM Secondary server is not working. On CA SDM Primary server URL requests tickets are not loadin 7 DE61460 CA SDM maileater - email integration stopped working with POP3. xFlow Interface/Service Point S.No 1 Fixed DE62021 Description Service Point and CA Service Catalog request attachment issue. CA Service Catalog S.No Fixed Issue ID Description 1 DE62090 Web service getFormRateItemValues issue in CA Service Catalog. 2 DE60820 Mails from CA Service Catalog contain non-relevant fields. 3 DE60794 JS functions in form-field attributes are not executed. 4 DE59658 ncorrect CA Service Catalog widget behavior for attaching files with special characters (diacritics). Known Issues -17.3.0.9 Problem: The outbound notifications do not work after installing CA Service Management 17.3.0.9. The following error message is shown in the mail_nxd.log file: " Index 0 out of bounds for length 0" This issue is observed if the mail_max_threads option is not installed. Solution: Install the mail_max_threads option to resolve this issue. CA Service Management 17.3.0.8 Release Notes CA Service Management 17.3.0.8 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues-17.3.0.8. Review the following topics before you proceed with the installation: What's New Following enhancements are provided with CA Service Management 17.3.0.8: • Notification Redirected to Service Point Request Details Page • Enhanced Service Point Mobile App 193 CA Service Management - 17.3 Notifications Redirected to Service Request Details Page User Notification can now be redirected to Service Point Service Request details page for updates performed on a corresponding CA SDM ticket. In an integrated environment with Service Catalog and CA Service Desk Manager (SDM) , Service Catalog Request triggers corresponding CA SDM ticket. If the SDM ticket is updated, it generates a notification in Service Point as per the notification rules. With this enhancement, users will now be redirected to the Service Request details page in Service Point instead of SDM ticket details page. For more information, see Manage Features. Enhanced Service Point Mobile App Service Point Mobile App now provides enhanced capabilities for analysts to perform actions (comment, transfer, add attachments) on a ticket. For more information, see Service Point Mobile App for Analysts. For more information about how to install the patch, see Installing CA Service Management 17.3.0.8 Fixed Issues-17.3.0.8 CA Service Management 17.3.0.8 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE61464 ERROR pdm_d_misc.c 833 Buffer overrun reading STDIO. Data is lost. 2 DE61291 Auto-Close is not triggered during failover in CA SDM Advance Availability. 3 DE60832 Incorrect SLA recalculation after changing service type on a ticket. 4 DE60676 Error in the initial_load and rebuild_index process on Search. 5 DE60322 Incorrect SLA Target Calculations. 6 DE59765 Service Type events are not triggered as per the end user's time zone. 7 DE59636 SDM Upgrade - T5ET635 and CRWF table issue. 8 DE59193 Unable to select a user after creating a new CI in Object Contact tab of a Notification Rule. 9 DE58983 (PDA Interface)"No matches found" error on selecting a user when multi-tenancy is enabled. 10 DE57376 Knowledge Document export does not work in CA Service Management 17.3 (German). This defect has an post-install step. For more information, see Knowledge Document Export with German Fields (included in th list). xFlow Interface/Service Point S.No Fixed Description 1 DE61137 After installing CA Service Management 17.3.0.6 in German, announcements in Service Point are not dis 24-hour format. 2 DE60370 xFlow Interface Command Bar issues. 3 DE58645 CA SDM and Service Point Announcement Issue. 194 CA Service Management - 17.3 CA Service Catalog S.No Fixed Issue ID 1 Description DE52752 Service Point Table mix up on Submission (Service Point with Service Catalog). CA Service Management 17.3.0.7 Release Notes CA Service Management 17.3.0.7 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues-17.3.0.7. Review the following topics before you proceed with the installation: What's New Following enhancements are provided with CA Service Management 17.3.0.7: • Update the Cost Center of an Asset (not assigned to a user) from ITAM UI • Automated Installation of gMSA-Based Authentication Update the Cost Center of an Asset (not assigned to a user) from ITAM UI CA Asset Portfolio Management now provides the ability to upate the cost center of an asset that is not assigned to a user. For more information, see Update Cost-Center of an Asset (not assigned to a user) from ITAM UI. Automated Installation of gMSA-Based Authentication Manual post-installation steps are now automated for gMSA-Based Authentication. For more information, see gMSA Automated Post-Installation Steps. For more information about installing the patch, see Installing CA Service Management 17.3.0.7. Fixed Issues-17.3.0.7 CA Service Management 17.3.0.7 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE60929 Unable to select date greater than 30th Nov 2030 in CMDB. 2 DE60581 In Internet Explorer, employee interface is not displaying OK and Cancel buttons when attaching file to an in 3 DE58931 Auto-Close is not triggered during a failover in CA SDM Advance Availability. 4 DE59143 Mail notifications are lost. 5 DE58968 CA SDM is ignoring duplicate definition of domset STDLOG Error. 6 DE61180 Errors while loading CA SDM Services (xflow_mobile_attrs). 7 DE59638 Vulnerability Issue 8 DE60043 CMDB Visualizer shows removed relationships. 195 CA Service Management - 17.3 xFlow Interface/Service Point S.No Fixed Description 1 DE60485 Failure to display values in category properties with validation rule in Service Point. 2 DE60243 Problems with the resolution button in xFlow Interface. Unable to open the Resolved Incidents from the x Interface. 3 DE59606 Service Point Mobile does not allow to create tickets if there are required properties in the selected Area. 4 DE59485 SSL Configurator is not reading keystore after importing a certificate. 5 DE58855 xFlow depended attr control call_back_date shows only date and no time 6 DE61167 Service Desk ticket status not showing on Service Point CA Service Catalog S.No Fixed Issue ID Description 1 DE60614 Adding Notes in CA Service Catalog - Missing Hour. 2 DE60413 Unable to approve request with latest CA EEM (12.6.02) when request approval is assigned to a group name has Turkish or localized characters. CA Service Management 17.3.0.6 Release Notes CA Service Management 17.3.0.6 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues-17.3.0.6. Review the following topics before you proceed with the installation: What's New Following enhancements are provided with CA Service Management 17.3.0.6: • • • • Jaspersoft Studio 7.5 Service Point Mobile App Set the Lifecycle Status to Active for ITAM Assets Elastic Search Server Upgrade Jaspersoft Studio 7.5 CA Service Management now provides the ability to integrate Jaspersoft Studio 7.5. This integration enables reporting users to design and run report templates, write complex expressions, and layout visual components. Users can create adhoc views, reports and dashboards. All the existing Out-of-the-box reports built for Jaspersoft Server work with Jaspersoft Studio as well. For more information, see Jaspersoft Studio. NOTE You must install the Jaspersoft Studio 7.5 Tibco Hotfix (99111335) from the Broadcom Support. This patch must be installed on the existing Jaspersoft Studio 7.5 which has the fix for the Log4j2 vulnerability (CVE-2021-44228). Service Point Mobile App - Enhanced Analyst Capabilities The Service Point Mobile App 1.1 is now updated to 1.2 and supports the following: 1. Enhanced Analyst capabilities to create, edit, and view CA SDM incidents and requests. 196 CA Service Management - 17.3 2. Administrators can configure ticket attributes. For more information, see CA Service Point Mobile App for Analysts. Set the Lifecycle Status to Active CA Asset Portfolio Management now provides the ability to set the default status of a new asset to Active by updating the Lifecycle Status field. For more information, see Create Assets in CA APM. Elastic Search Server Upgrade Elastic Search Server is now upgraded from 2.1.1 to 7.10.2. Integrated CA Service Management components must be upgraded after you have upgraded to CA Service Management 17.3.0.6. If you have applied CA Service Management 17.3.0.6, ensure to upgrade your Elastic Search server to 7.10.2. After the upgrade is complete, full reindexing is required to restore functionality. Ensure to plan accordingly for your Elastic Search upgrade. To configure Elastic Search Server 7.10.2, review the following topics: • Configure Search Server Cluster • Configure Security Plugin to Access Search Server • Perform Initial Load and refresh index data on the search server For more information about how to install the patch, see Install CA Service Management 17.3.0.6. Fixed Issues-17.3.0.6 CA Service Management 17.3.0.6 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE60116 Unable to run Cora clean up in CA Service Desk Manager 17.3. 2 DE60236 After applying test fix T5UG443, pdm_load for NULL DATE data shows date and times which results in a 0 3 DE60193/DE59404 prev_time' field of 'usp_kpi_ticket_data' is not populated after installing CA Service Management 17.3.0.1 a release versions. 4 DE59824 Unable to access Help directly from the Incident search page. 5 DE55652 Jaspersoft Scheduled Reports are not running as expected. 6 DE59772 Checkout button appears when having an item in the cart and "Allow Only One Service Per Request" set to 7 DE59754 Issue Ticket Type - Property Change Entries in Ticket Logs Activities. 8 DE60017 Tomcat crashing frequently. 9 DE58905 CA Business Intelligence Jasper Server shows error "Already closed" when using the "Totals Data" option f using Created Measures. 10 DE59477 Missing Documentation rest-doc.zip for RESTFUL and SOAP in CA Service Management 17.3. 197 CA Service Management - 17.3 xFlow Interface/Service Point S.No Fixed Description 1 DE60032 xFlow Interface comment status is not saved. 2 DE59996 Wrong date format in Announcements. 3 DE59654 Incorrect translations in xFlow Interface (German). 4 DE60216 In xFlow Interface, notify does not attach uploads to ticket. 5 DE59816 xFlow Interface Command bar update status adds log comment but not via status popup dialog. 6 DE58980 In CA Service Point, default value is set but Field is empty. 7 DE59661 Group Approvals are not working in Service Point. 8 DE59662 Business users are allowed to edit/delete the comments in Service Point. 9 DE58980 In Service Point, default CI value is not displayed if the selected CI is not in top 10 CI's that are displayed 10 DE58975 Log comment in Card view is not reflected when changing status. CA Service Catalog S.No Fixed Issue ID Description 1 DE60164 When requests are assigned to a team with Turkish characters, people in the team cannot access the re 2 DE60116 Unable to run Cora clean up in CA Service Desk Manager 17.3. 3 DE59659 A Service Catalog widgets - incorrect sorting of notes (comments). 4 DE59810 CA Service Catalog the IN operator does not work while creating an event filter. Known Issues - 17.3.0.6 CA Service Management Tables are missing after migrating to 17.3.0.6. Problem: After migrating to CA Service Management 17.3.0.6 from CA Service Management 17.3.0.3, 17.3.0.4, 17.3.0.5, it is observed that few CA Service Management tables are not available. This problem is more specific to CA Service Point Mobile App 1.2 (Analyst capabilities). Solution: Perform the following steps as per your environment requirement (Windows or Linux) Install the MDB Patch on Windows Perform the following steps: NOTE Ensure that you have administrative privileges to install the MDB patch. 1. Based on your database (SQL or Oracle), navigate to: $NX_ROOT\patches\cum6\MSSQL_MDB.CAZ OR $NX_ROOT\patches\cum6\ORACLE_MDB.CAZ 2. Unzip the .CAZ file using CAZIPXP.EXE tool to a directory of your choice. NOTE If your database resides on a different server, copy the .caz file to a remote server and continue with MDB installation on the server. 198 CA Service Management - 17.3 IMPORTANT CAZIPXP.EXE must be present in the system path or in your current directory. 3. Save the MSSQL_MDB.CAZ or ORACLE_MDB.CAZ to a temp directory. 4. Open a command prompt window: a. (Microsoft SQL Server Database) Run the command: CAZIPXP –u MSSQL_MDB.CAZ b. (Oracle Database) Run the following command: CAZIPXP -u ORACLE_MDB.CAZ 5. Now, change the directory to where the files reside. 6. Run the setup.mdb.bat command to apply the patch. A Patch log file is created in the same directory where setupmdb.bat is invoked.: a. MS SQL Server Example: setupmdb -DBVENDOR=mssql -JRE_DIR=C:\PROGRA~2\CA\SC\JRE\11.0.3-DBUSER=sa -DBPASSWORD=sa DBDRIVER=Service_Desk-WORKSPACE=Service_Desk b. Oracle Server Example: setupmdb -DBVENDOR=oracle -JRE_DIR=C:\PROGRA~2\CA\SC\JRE\11.0.3-DBNAME=ORCL -DBUSER=sys DBPASSWORD=sys-ORA_TBLSPACE_PATH=d:\oracle\product\11.2.0\oradata\orcl-MDB_ADMIN_PSWD=mdbadmin DBDRIVER=Service_Desk-WORKSPACE=Service_Desk NOTE In case, if the default port is changed or a named instance of SQL Server is used, then, the setupmdb.bat command should be run by adding the "–DBPORT" option to provide the correct port number for MS SQL Server installation. IMPORTANT There is no uninstall mechanism for this patch. To restore database pre-patch status, use the relevant database restore utility. If the patch installation fails, the transactions within the current patch SQL script is rolled back. Patches containing multiple SQL scripts will commit the scripts that are applied successfully. If a script fails within a multi-script patch, the specific script will be rolled back, and the patch application is terminated. Scripts already committed will not be rolled back. ATTENTION The folder JRE_DIR=C:\PROGRA~2\CA\SC\JRE\11.0.3 may not exist when the MDB is on a remote standalone database server. If it does not exist, then before running the setupmdb.bat command, copy the JRE folder from the SDM Server to the database server. • If JAVA is installed on a 64-bit machine: setupmdb -DBVENDOR • If JAVA is installed on a 32-bit machin: setupmdb -DBVENDOR=mssql -JRE_DIR= Program Files\CA\SC \JRE\11.0.3… Install the MDB Patch on Linux Perform the following steps if you want to install the MDB patch on a Linux Environment: 1. Navigate to $NX_ROOT\patches\cum6\ORACLE_MDB.tar.z. 2. Save the ORACLE_MDB.tar.Z file to a temp directory. 3. If your database resides on a different server, copy the ORACLE_MDB.tar.Z to a remote server and continue with the installation. 4. Run the following command: tar -xvzf ORACLE_MDB.tar.Z 5. Now, run the setupmdb.sh command to apply the patch. A Patch log file is created in the same directory where setupmdb.bat is invoked. For example: 199 CA Service Management - 17.3 setupmdb-DBVENDOR=oracle-JRE_DIR=/opt/CA/SC/JRE/11.0.3-DBNAME=ORCL DBUSER=sys -DBPASSWORD=ORA_TBLSPACE_PATH=/opt/oracle/product/11.2.0/oradata/orcl-MDB_ADMIN_PSWD=mdbadmin-DBDRIVER=Service_Desk -WORKSPACE=Service_Des NOTE The folder JRE_DIR=/opt/CA/SC/JRE/11.0.3 may not exist if the MDB is on a remote standalone database server. If it does not exist, copy the JRE folder from the SDM server to a database server before running the setupmdb.batcommand. IMPORTANT In case, if the default port is changed or if a named instance of SQL Server is used, then the setupmdb.bat command should be run by adding the "–DBPORT" option to provide the correct port number for MS SQL server installation. Run the setupmdb.bat -help to list all such options. ATTENTION There is no uninstall mechanism for this patch. To restore database pre-patch status, use the relevant database restore utility. If the patch installation fails, the transactions within the current patch SQL script is rolled back. Patches containing multiple SQL scripts will commit the scripts that are applied successfully. If a script fails within a multi-script patch, the specific script will be rolled back and patch application terminated. Scripts already committed will not be rolled back. CA Service Management 17.3.0.5 Release Notes CA Service Management 17.3.0.5 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues-17.3.0.5. What's New Following enhancements are provided with CA Service Management 17.3.0.5: CMDB Visualizer - Filters CMDB visualizer now provides the ability to perform adhoc analysis of the graph and preview it. This capability enables users to analyse large graphs by filtering on the attributes and view the result without being forced to save the filter. For more information, see Filters. gMSA Authentication for CA Service Catalog gMSA Authentication for CA Service Catalog 17.3.0.5 provides the ability to connect to a database using the GMSA account without password and also reducing application restarts for password updation. For more information, see Enable gMSA. For more information about how to install the patch, see Installing CA Service Management 17.3.0.5. Fixed Issues-17.3.0.5 CA Service Management 17.3.0.5 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. 200 CA Service Management - 17.3 CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE58365 Exporting Change Order List, adds group column which is not in the list. 2 DE59185 Ambiguity command cmdb_update_ambiguity fails in CA SDM due to missing/invalid log4j.jar. 3 DE58820 Change in response mail ID for tickets raised via email. This is seen post-upgrade. 4 DE57969 After installing, cannot login with German/Umalut characters in CMDB Visualizer. 5 DE58910 Maileater fails to parse attachment with illegal characters. 6 DE58102 Reduce the visualizer startup time with very many locations. 7 DE59426 IE Browser Compatibility View Discrepancies. 8 DE59385 Misleading indentation in Incident Area Selection. xFlow Interface/Service Point S.No Fixed Description 1 DE59207 Fail to open manual notifications sent to a contact who is not an affected end user. 2 DE58856 Status update required dependent attribute control. CA Service Catalog S.No Fixed Issue ID Description 1 DE59491 Request priorities are not set correctly. 2 DE59568 Broken display for "Dual List". 3 DE58930 Reintegration fails with CA EEM. CA Service Management 17.3.0.4 Release Notes CA Service Management 17.3.0.4 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues-17.3.0.4 What's New Following enhancements are provided with CA Service Management 17.3.0.4: CA SDM Maileater Enhancements CA SDM now provides the capability to use OAuth 2.0. Existing Maileater/ Mailer component of CA SDM utilizes basic authentication mechanism in connecting to Mail servers. This way of authentication is susceptible to vulnerability as the username and password are transmitted in plain text over the network. For security reasons, Microsoft announced the basic authentication mechanism will be removed in Exchange webservices for POP3 and IMAP only (used by Office365). CA SDM OAuth 2.0 authentication is available for Microsoft Exchange and Google Mail. For more information, see Set the security level to OAuth 2.0. CMDB Visualizer Enhancements Following CMDB Visualizer Enhancements are included with CA Service Management 17.3.04: • Create Relationship: 201 CA Service Management - 17.3 • Ability to define Relationship between existing CIs via the CMDB application without the need to be taken away from context to defne relationships from the CA SDM Interface. The established/defined relationship is reflected immediately in the graphical interface without reloading the graph. It helps to see how relationship between CIs will affect the overall service. This ability also helps to decrease the number of clicks needed to define a relationship in the application while keeping the user in the context of the graph. For more information, see Create Relationship. Zoom in on a certain area of the graph (Overview): Overview section helps users to focus and highlight particular CI/CIs from rest of the CIs on a graph when graphs have multiple CIs (ranging from 2 to 2000 or more). For more information, see Using the Visualizer Toolbar CA Asset Portfolio Management - Audit Purge Data Enhancements CA Asset Portfolio Management (APM, formerly ITAM) now provides the ability to audit purge data via the user interface. Retention number of days and other such criteria (object to purge), are shown in the interface before submitting the data purge job request. This new way of purging data also addresses earlier performance issues in CA APM. The Audit Purge functionality is available in the interface for the "SYS Admin" role and it involves removal of various records in multiple dependent tables for purging data records. For more information, see Purge Audit Data Administration. For more information about how to install the patch, see Installing CA Service Management 17.3.0.4. Fixed Issues-17.3.0.4 CA Service Management 17.3.0.4 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE59185 Ambiguity command cmdb_update_ambiguity fails in CA SDM due to missing/invalid log4j.jar. 2 DE58820 Change in response mail ID for tickets raised through email post upgrade. xFlow Interface/Service Point S.No Fixed Description 1 DE58651 Live chat handoff from Aria or Service Point Virtual Analyst breaks due to lost class files. 2 DE59102 Announcements do not display timestamp. CA Service Catalog S.No 1 Fixed Issue ID DE58930 Description Reintegration fails EEM Component 202 CA Service Management - 17.3 CA Asset Portfolio Management S.No Fixed Issue ID 1 Description DE58497 AMS Struts Security Vulnerability in CA APM (ITAM). To resolve this issue, apply the latest patch so tha Struts is upgraded from 2.5.18 to 2.5.25. CA Service Management 17.3.0.3 Release Notes CA Service Management 17.3.0.3 is a patch update for CA Service Management 17.3 and above release versions. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues-17.3.0.3. What's New Following enhancements are provided with CA Service Management 17.3.0.3: Container Base Images Upgraded to CentOS 8.2 CA Service Managemnent 17.3.0.3 Containers Base Images for CA SDM and CA Service Catalog are upgraded to CentOS 8.2. For more information, see Supportability Matrix. For more information about how to install the patch, see Installing CA Service Management 17.3.0.3. Fixed Issues-17.3.0.3 CA Service Management 17.3.0.3 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE58440 WebServices createRequest failing for attribute log_agent.userid 2 DE55689 Jaspersoft Reports Time/Duration field issue 3 DE58582 Double data type validation.Different behaviour of INT or DOUBLE fields. 4 DE58672 Missing tables and fields 5 DE58464 Make soap_ws_slump_threads in Options Manager as editable option. 6 DE58712 pdm_configure fails with an error while creating local resources. 7 DE52743 Session Timeout warning message not displayed unexpectedly. Session Timeout warning in CA Service Desk Manager (SDM) is now handled via a new variable 'BrowserNotifications' (configured in the web.cfg file). Browser Notification helps alert users to extend the sessions and avoid getting logged out without any prior warning messages. Users will now get a web notific the CA SDM session timeout period ends and appropriate action can be taken to extend the web sessions. information, see Session Timeout. 203 CA Service Management - 17.3 xFlow Interface/Service Point S.No Fixed Description 1 DE58370 Data Partition is not hiding statuses in xFlow Interface as it does in CA Service Desk Manager (SDM). 2 DE57863 The scrollbar does not work in Service Point. 3` DE58110 Configure multiple xFlow Interface servers for authentication via Microsoft Azure AD. 4 DE57375 ServicePoint attachments not listed in Knowledge Document. 5 DE58572 Inactive statuses are getting displayed in Ticket status list while creating the ticket. 6 DE58573 Filter search is not working in ticket status. 7 DE58343 xFlow Transfer command shows all users. When transferring a case by commands, users who are not pa to which the incident is assigned appear. CA Service Catalog S.No Fixed Issue ID Description 1 DE56021 Unable to view CA Service Catalog form in Service Point. 2 DE58021 Form Modification 3 DE57366 Notifications to pending actions users/groups not sent to users 4 DE58266 Service Point does not show folder/offerings as in Service Catalog. Cannot hide/show some forms that a user. 5 DE58424 Search filter is clearing off and display all values when Search by typing using arrow keys to select from list. Known Issues - 17.3.0.3 Problem: You cannot add a new field to an existing domain in JasperReports 7.2. This is a known issue with JasperReports 7.2 Server. However, new fields can be added while creating a new domain. Perform the following steps: 1. Login to JasperReports Server. 2. Create a Ad Hoc view for change Management domain. 3. Try to search for est_total_time (or any other duration fields). This is not available. After uninstalling CA Search Server, env.info file is not restored back. Problem: After uninstallation of Search server 17.3.0.3, the "env.info" file is not restored back. Note that there is no loss of functionality of Search server due to this issue; however, this may affect auto-discovery of Search server version in subsequent upgrades. CA Service Management 17.3.0.2 Release Notes CA Service Management 17.3.0.2 is a patch update for CA Service Management 17.3 and above. This roll-up patch contains enhancements and bug fixes. For more information, see Fixed Issues-17.3.0.2. What's New Following enhancements are provided with CA Service Management 17.3.0.2: 204 CA Service Management - 17.3 Telemetry Existing Telemetry capability now also provides the ability to view product usage metrics via the User Interface for CA Service Desk Manager and CA Service Catalog. There is also a change in the end point where telemetry data is stored in Broadcom to send the collected data to the updated end point. This is to ensure that product usage data for customers who have enabled Telemetry is correctly sent to Broadcom. For more information, see Usage Data (Telemetry). Ability to Copy/Share the Knowledge Documents in Service Point Business users can now share a Knowledge document using the Clipboard option in Service Point. Click or open the KB solution in a new browser tab and click copy from the Clipboard icon to copy a KB article. For more information, see View Knowledge Base Articles from Service Point. Enable xFlow Interface Insight App and CA SDM Insights Launch points CA Service Management 17.3.0.2 provides support for Insights Integration and to launch JasperReports User Interface from CA SDM Insights launchpoint as well as from xFlow Interface Insights App. For more information, see Enable xFlow Interface nsights App and CA SDM Insights launch points. For more information about how to install the patch, see Installing CA Service Management 17.3.0.2. Fixed Issues-17.3.0.2 CA Service Management 17.3.0.2 is an update for CA Service Management 17.3 and above. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE49309 Mobile App error. 2 DE53122 Unable to send attachments by Manual Notification with comma in a name. 3 DE54311 Online-Documentation for German not available. 4 DE50121 CA SDM Email Notification error when using display name with pdm_mail command. 5 DE57665, DE53884 System Hang. Unable to resend broadcast message - message sequence is not stored. 6 DE49257 Error Adding attachment by "Take Photo" option in Mobile 3.1.14 - Android 8 and 9. 7 DE57349 Files attached from Mobile app is empty. 8 DE54474 Installation errors. 9 DE52846 Mobile application alignment issue. 10 DE52957 SOAP Create Request errors. 11 DE52173 REST web services GET for local attributes requires Where clause. 12 DE49262 pdm_mail command works differently after upgrade. 13 DE55081 pdm_load is not working. 14 DE55915 No kt search audit trail before saving ticket. 15 DE57220 SOAP web service returns wrong value. 16 DE53023 Stored Queries with OR operator blocked by McAfee HIPS SQL Injection detection. 17 DE56654 Unable to change the logo on the xFlow Interface and Service Point login screen following the documentati 18 DE57333 AA Health Servlet issue. 19 DE48439 If you use () in the filter, the mailbox rule no longer works. 205 CA Service Management - 17.3 S.No Fixed Issue ID Description 20 DE49046 Attach a file via web service where the name contains Umlaute (ä,ö), the name in CA is changed. 21 DE54720 CA Service Management mobile App searches for cr_flag when searching an area for incident (in_flag). 22 DE57609 HTTP Status 400 – Bad Request When adding a new drop-down property value. 23 DE54755 Unable to deploy Standby and application servers in containers. 24 DE55292 The timeline does not display the field "Automatic Closure at". 25 DE53894 Spell check does not highlight fields correctly. 26 DE55702 Change Calendar strings are too large and causes web engine to crash. 27 DE57609 HTTP Status 400 – Bad Request while adding a new drop-down property value. xFlow Interface/Service Point S.No Fixed Issue ID Description 1 DE58235 Filtering CI's for the affected resource Attribute. 2 DE56376 Smart words are bringing inactive categories. xFlow Interface Smart words are bringing inactive categori 3 DE57212 " My Approval" is not showing in Service Point. 4 DE56201 Service Point does not display button labels for Catalog offerings. 5 DE58049 Close_Date and Resolve_Date are set in the database for an Open Ticket. 6 DE55430 CA Service Point mobile app displays property validation Rules incorrectly. 7 DE56489 Service Point Mobile App crashes after tapping the fingerprint icon to login on iPhone 11 and above. 8 DE57010 No Suggested Solutions presented automatically in Service Point for Catalog Offerings. 9 DE57541 Service Point Form display issue. 10 DE57639 Service Point unable to list more than 10 properties. 11 DE55775 In Service Point, moving the "Let's Chat" button around ticket timeline forces it to attach. 12 DE52932 Workflow task is not inserted when a ticket is created via Service Point. 13 DE54755 Unable to deploy standby and application servers in containers. 14 DE55810 Security risk detected in Service Point. 15 DE56635 SSO authentication results in failure to login to Service Point and Bad Object error in CA EEM. 16 DE53923 Cannot Change the status of a case in xFlow Interface if status transitions are completely disabled in CA CA Service Catalog S.No Fixed Issue ID Description 1 DE55231 CA Service Catalog dashboard is not working. 2 DE52904 CA Service Catalog Offering submission allowed without mandatory fields filled in. 3 DE57051 Mandatory fields are not checked at adding row. 4 DE57473 Custom Service Catalog forms does not function after upgrade to 17.3 when accessed in Catalog 17.3 migration. 5 DE57631 Microsoft Azure AD authentication for Service Catalog. 6 DE57542 JavaScript error found in Form Designer.js line 121. 7 DE57324 Group Case based on CA EEM Retrieval 8 DE57634 CA Catalog vulnerability - services are exposed to the Internet. 206 CA Service Management - 17.3 S.No Fixed Issue ID 9 Description DE55521 Cannot resize the table columns. CA Asset Portfolio Management S.No Fixed Issue ID 1 Description DE56954 Error when using a configuration that excludes the Contact tab from the Directory Tab. CA Service Management 17.3.0.1 Release Notes CA Service Management 17.3.0.1 is a patch update for CA Service Management 17.3 and above. This roll-up patch contains flash replacement enhancement for CMDB Visualizer and bug fixes. What's New CMDB Visualizer Updates CMDB Visualizer is now updated with modern technology to replace Adobe Flash Player and to provide better user experience and performance. CA Service Management 17.3.0.1 updates ensure that your usage of CA CMDB Visualizer is not impacted due to end of support for Adobe® Flash® from respective browsers after December 31st, 2020. Check out the New CMDB Visualizer. For more information about how to install the patch, see Install CA Service Management 17.3.0.1. Fixed Issues-17.3.0.1 CA Service Management 17.3.0.1 is an update for CA Service Management 17.3. This roll-up patch contains the following fixed issues: For more information, see Steps to Reproduce. CA Service Desk Manager (SDM) S.No Fixed Issue ID Description 1 DE53799 Unable to perform knowledge search on tickets. 2 DE54275 Maileater error/success emails not working while using custom notification method. 3 DE55798 REST interface does not show inactive contacts. 4 DE53972 OpenJDK Process running at 100%. Intermittently, CA SDM Application server's javaw.exe (related to defau Tomcat) takes up 100% CPU. This is mostly seen in failover events or when background service is restarte 5 DE53061 Single-Sign On is not adhering to server login restrictions. 6 DE53478 pdm_ldap_import Where Clause syntax ignored. 7 DE55186 Knowledge document links pane is not displayed and shows HTTP 400 error. 8 DE48395 Unable to delete the REST API session. 9 DE55158 CA SDM Web Interface times out when SOAP Web services connects first to Slump. 10 DE53997 In Advanced Availability Configuration, CA SDM Application Server deletes attachment from a ticket, but file deleted on file system. 207 CA Service Management - 17.3 S.No Fixed Issue ID Description 11 DE54445 Web service sessions are not timing out. 12 DE52202 Using a domain name in casc_user options manager adding two slashes. 13 DE52715 Users with Domain on User ID cannot access to insights. 14 DE54121 The ant merge-tenants is not working as expected in mapping tenants. 15 DE54078 Spectrum Alarm Submit Service desk error message with wrong Server Status. 16 DE56375 Jasper Server in debug mode exposes CA SDM user credentials in Jasper logs. 17 DE53608 Error SLA Projected Violation. 18 DE55868 Error in stdlog when doing a mouseover on a knowledge document. 19 DE54395 Error at IE after Tomcat update. 20 DE51827 Configuration Item Search fails with AHD03053:Bad where clause error. 21 DE54327 Change order calendar wrong sort by schedule start and schedule end date. 22 DE54332 Auto-closure does not work. 23 DE54478 Error when trying to delete a workflow task. 24 DE53608 Error SLA Projected Violation. 25 DE53218 Some Attachments do not work in maileater. xFlow Interface S.No Fixed Issue ID Description 1 DE53643 xFlow Interface not filtering CIs for the Affected Service Attribute. 2 DE52718 Fields Overlap. 3 DE55740 "Condition error Message" is not displayed as expected when "Must Comment" is checked. Service Point S.No Fixed Issue ID Description 1 DE53484 Inactive CIs are shown while creating a ticket. 2 DE53682 Affected Service attribute only displaying 10 Configuration Items (CIs). 3 DE53739 Custom attribute is not available (hidden) to raise tickets for other users. 4 DE54226 Maximum10 CIs are displayed in Service Point CA Service Catalog S.No Fixed Issue ID Description 1 DE52077 CA Service Catalog select fields filled with auto-complete tab are not saved. 2 DE53363 Spinner only working after the third click.. 3 DE56290 Unable to see Table data in form designer. 4 DE55855 Hide Request Details. 5 DE54845 Fields not being sent in "form_data_sd_row" parameter. 208 CA Service Management - 17.3 S.No Fixed Issue ID Description 6 DE53718 Refresh form cache whenever form gets changed 7 DE54291 DE52843 Problem with forms using two input fields. 8 DE54874 Deleting a Folder on the Form throws an Error. and the Folder is automatically is deleted. 9 DE53896 Issue with Test Patch and Cache. Changes are reflected after a long time in the checkout form. 10 DE54772 Information exposure via comments. Certain functionalities have left over commented snippets. 11 DE54769 Cross-site Scripting. 12 DE54768 Business Logic Vulnerability. 13 DE54773 Browser Cache Weakness. 14 DE52403 saveRequestHeader via SOAP is not working. 15 DE54491 Users are able to copy old requests after modification to a form. CA Asset Portfolio Manager S.No Fixed Issue ID Description 1 DE54107 Error saving hardware asset. Object reference is not set to an instance of an object. 2 DE54735 New CORA setup.exe. Known Issues - 17.3.0.1 The following known issue is reported in CA Service Management 17.3.0.1: CABI JasperReports® Server Performance issues - JasperReports Interface takes a considerable time to launch. Problem: JasperReports Interface takes considerable time to launch when it is opened from CA Service Desk Manager/ Insights App. Workaround: Perform the following steps to resolve this issue: 1. Login to CABI JasperReports Server and stop the CABI service. 2. Navigate to CABI JasperReports install location: install_dir\apache-tomcat\webapps\jasperserver-pro\WEB-INF\config. 3. Open casm_insights.properties file in an editor and add the token.save flag towards the end: token.save=false 4. Save the file and start CABI service. Accessibility Issues - CMDB Visualizer Problem: The mat-slide-toggle is not working when jaws is enable for CMDB Visualizer. The keyboard navigation in CMDB Visualizer is not working properly in IE 11 browser when the Jaws Screen Reader is enabled.In the non-admin Interface, "configured status" toggle button is not working in JAWS. Similarly in CMDB Visualizer Administrator Interface, the Display relationship label and Enable Asset Search toggle buttons are not working. 209 CA Service Management - 17.3 Unable to re-arrange the Filter List with keyboard Problem: In the CMDB Visualizer filter pane, filter List can be arranged using mouse but cannot be arranged with a keyboard. 210 CA Service Management - 17.3 Getting Started This section includes information about CA Service Management architecture, capabilities, and benefits. Review the information in this section before you implement the solution. Service Desk Manager CA Service Desk Manager offers a comprehensive set of customizable services to suit the needs of the organization. CA SDM integrates all stages and elements of service desk operations into a single platform, including service requests, incident, change, knowledge and configuration management. CA SDM is designed to improve service levels provided to end users and efficiency of the overall department, and also includes reporting and advanced dashboard features, that facilitate better decisions and lower operational costs. Following are the benefits of Service Desk Manager: • Multi-tenant architecture that supports service desk consolidation for global enterprises. • Empowers service desk analysts to be more efficient and effective. • Minimize service disruptions and risks resulting from unforeseen changes thus, improving the day-to-day operations of the organization. xFlow Interface In today’s world, IT organizations must adapt and adopt changes to meet the growing business demands, unfortunately, the tools available to service desk analyst typically fall short and mostly use ticketing based solutions developed decades ago. Thus, business users are disconnected and a service desk analyst lacks the knowledge and context to make the right decision. xFlow Interface provides comprehensive and intelligence-based views that analysts, teams, and the service desk to provide first-class customer service. For a service desk analyst, the xFlow Interface empowers to stay connected, provides a clear-and-contextual view of the work. Following are the benefits of xFlow Interface: • • • • Prioritize workload. Understand the state of the IT environment. Get the context of issues. Quickly triage and resolve issues. Service Point Service Point for CA Service Management provides a self-service experience with embedded assistive intelligence for business-users. Service Point uses Natural Language Processing (NLP) that provides business users with context-based solutions and suggestions. Business users can perform the following actions using Service Point: • • • • • Access knowledge Create, view, and modify tickets Contextually collaborate on tickets using live chat View allocated resources Manage ticket notifications 211 CA Service Management - 17.3 With a business-centric focus, Service Point helps an organization achieve the following: • • • • • • Broad adoption of services Context-based solutions Improved productivity Reduced costs Improved collaboration and knowledge sharing Elevated perception of IT organization CA Service Management Virtual Analyst Few quick checkpoints are listed below for CA Service Management Administrators to get started with the implementation and deployment of Virtual Analyst in their organization. 1. Install Virtual Analyst and RASA Server. RASA is the NLU engine used in CA Service Management Virtual Analyst. For more information, see Install Virtual Analyst. In case, if you do not have internet connectivity, you do have the option to install the virtual analyst in an offline mode. For more information, see Offline Installation - CA Service Management Virtual Analyst. 2. After successful installation, training the NLU server is mandatory for the Virtual Analyst to be up and running. Train the NLU server to train the virtual analyst with out-of-the-box (OOTB) data. For more information, see Train the NLU Server 3. RASA server configuration details must be updated in CA Service Desk Manager (CA SDM) to enable the Virtual Analyst services. Perform this step in CA Service Desk Manager Interface. For more information, see Configure Virtual Analyst in Service Desk Manager 4. Enable the Virtual Analyst capabilities via the CA Service Desk Manager Interface. Login to CA SDM, navigate to Administration, xFlow Interface, Service Point configurations. For more information, see Manage Features 5. Administrators can configure and create tickets via the Virtual Analyst through template-based ticket creation or through auto-categorization. For more information, see Manage Features. 6. If you have custom attributes in your tickets, and want these to be a part of Virtual Analyst ticket creation process, see Custom Attributes for Ticket Creation. 7. Administrators can customize the Virtual Analyst responses to suit implementation requirements. For more information, see Virtual Analyst Intents. 8. Customize the look and feel of the Virtual Analyst through Manage Features. CA SDM Administrators can update the Virtual Analyst Name, Logo, Launch Text via the Manage Features capability in Service Point. Insights Insights (CABI JasperReports 6.4.3) is built on TIBCO Jaspersoft Business Intelligence (BI) Technology and is a lightweight embeddable BI tech stack. It supports Out-of-the-Box Reports, creation of complex reports and dashboards for Aggregate and Transactional Reports. Supports Multi-tenant architecture with easy to use self-service BI. CA SDM along with xFlow Interface/Service Point provides access to your reports via the Insights App and CA SDM Interface. Insights enable decision-makers with self-service analysis capability to understand and analyze the key metrics and historical trends from CA SDM operational data. The interactive reports and dashboards allow to view all the key metrics of the IT environment in one place and perform adhoc analysis of relevant metrics. Following are the benefits of Insights: • • • • • Self-service analysis of KPIs for decision makers. Easy monitoring and access. Data driven decisions. Measure the effectiveness of your IT process. View all the key metrics in one place. 212 CA Service Management - 17.3 To help you with compatibility related information, see Supportability Matrix. To help you with pre-installation steps, see CABI JasperReports Server (Insights) Considerations. For step-by-step instructions to Install and configure CABI JasperReports for CA Service Management, see JasperReports Server. For step-by-step post-installation steps, Post-Install Tasks for Insights. To administer, see Administer Insights. For using, see Using Insights. For troubleshooting issues, see Troubleshooting Insights (CABI JasperReports) Service Catalog CA Service Catalog helps create a one-stop storefront experience to manage and automate the entire request lifecycle, including the initial request, approval, and fulfillment of services. Behind the scenes, workflow automates and manages fulfillment and related processes, simplifying power user tasks and increasing the productivity of all the involved users. Following are the benefits of Service Catalog: • Define service offerings with complete cost transparency and associated SLAs. • Reduce the cost and effort of delivering services. • Automate time-consuming, manual, and scripted tasks. Asset Portfolio Management CA Asset Portfolio Management enables you to holistically manage your company’s IT assets and determine what assets are available and in use, improve the organizational distribution of those assets, and increase productivity around license reporting and audit responses. Following are the benefits of Asset Portfolio Management: • • • • Deliver business value. Reduce risks and costs. Maximize the value of IT assets. Increase software compliance. To help you with install planning of CA Service Management, see CA Service Management 17.3 Release Notes. For step-by-step install instructions, see Installing. To help you with upgrade planning of CA Service Management, see CA Service Management 17.3 Release Notes. For step-by-step upgrade on upgrading CA Service Management, see Upgrading. 213 CA Service Management - 17.3 Docker Containers Overview CA Service Management provides support for CA Service Desk Manager and CA Service Catalog Docker Containers. This article describes Docker terminologies and concepts. Docker Containers A container is a standard unit of software that packages up code and all its dependencies so the application runs quickly and reliably from one computing environment to another. A Docker Container image is a lightweight, standalone, executable package of software that includes everything required to run an application: code, runtime, system tools, system libraries, and settings. Kubernetes In a complex solution, like CA Service Management, there can be a wide variety of product components and an equivalent number of container images. All these components can be run on a Kubernetes cluster setup. Kubernetes is used as a container orchestration technology. Ingress in Kubernetes The Kubernetes Ingress allows you to setup up a full-fledged load balance and API gateway. You can use the same HTTP port for almost all the CASM solution components and forward traffic to the respective component based on the context path. Ingress is a Kubernetes resource that helps you configure HTTP/TCP/UDP load balancer for Kubernetes services. The load balancer exposes the services that are deployed in a Kubernetes cluster to the clients. It acts as a Proxy as well as a Load Balancer. As a Load Balancer, Ingress handles requests to specific URLs for an application and maps them to endpoints within the application. It removes complexity for the end-user from having to know what ports map to what endpoints for your application. NGINX Controller The Kubernetes services are not accessible from the external network, but only by other pods within the Kubernetes cluster. Kubernetes has a built‑in configuration for HTTP load balancing, called Ingress, that defines rules for external connectivity to Kubernetes services. The NGINX Ingress Controller for Kubernetes, you get basic load balancing, SSL/ TLS termination, support for URI rewrites, and upstream SSL/TLS encryption. NodePort A NodePort is an open port on every node of kubernetes cluster. Kubernetes transparently routes incoming traffic on the NodePort to your service, even if your application is running on a different node. Persistent Volumes Storage Classes A Storage Class provides a way for administrators to describe the “classes” of storage they offer. Different classes might map to quality-of-service levels, or to backup policies, or to arbitrary policies determined by the cluster administrators. 214 CA Service Management - 17.3 Persistent Volume A Persistent Volume (PV) is a piece of storage in the cluster provisioned by administrators or is dynamically provisioned using Storage Classes. It is a resource in the cluster just like a node in a cluster resource. PVs are volume plugins like volumes, but has a life cycle independent of any individual Pod that uses the PV. In the most simple terms, you can think of a PV as a disk drive. It should be noted that this storage resource exists independently from any pods that may consume it. Meaning, that if the pod dies, the storage should remain intact assuming the claim policies are correct. Persistent Volumes are provisioned in two ways, Statically or Dynamically. • Static Volumes: A static Persistent volume in the Kubernetes cluster which can be used by container resources. • Dynamic Volumes: Dynamic volume provisioning, a feature unique to Kubernetes, allows storage volumes to be created on-demand. Installation Checklist for Deploying Docker Containers Consider the following prerequisites for Deploying Docker Containers: Prerequisites 1. Familiarity with the concept of Containerization, and how to deploy a container. 2. Ensure that you have Kubernetes in your environment to provision for a container. 3. Helm for Nginx/NFS configuration. For more information, see Install Helm. 4. Deploy Ingress along with Ingress controller. For more information, see Ingress documentation. 5. Deploy NFS Storage. 6. Ensure to have Ingress enabled in your Kubernetes environment a. Install Ingress using Helm 2.0 or 3.0. Run the following command as per your environment requiremnts to install Ingress on Kubernetes: a. helm 2.0: helm install stable/nginx-ingress --name my-nginx --set controller.service.type=NodePort,controller.service.nodePorts.http=31080,controller.service.nodePorts.https=3 b. helm 3.0: helm install my-nginx stable/nginx-ingress --set controller.service.type=NodePort,controller.service.nodePorts.http=31080,controller.service.nodePorts.https=3 b. NFS: To deploy NFS, download the CA Service Management Containers Installation files file from Broadcom support. Navigate to "nfs-docker" folder. For more information, see Deploy CA Service Management Containers Execute the following command in nfs-docker folder to install NFS and storage class: docker-compose up -d For helm 2.0, run the following command: helm install stable/nfs-client-provisioner --set nfs.server=KUBERNETES_MASTER_IP_ADDRESS> --set nfs.path=/ --set storageClass.name=casm-sc For helm 3.0, run the following command: helm install nfs-client stable/nfs-client-provisioner --set nfs.server=< KUBERNETES_MASTER_IP_ADDRESS > --set nfs.path=/ --set storageClass.name=casm-sc 215 CA Service Management - 17.3 Software Requirements • Kubernetes version: 1.15.x • Docker version: 19.03. Hardware Requirements For Kubernetes, you need 1 master node and 2 or more worker nodes. For each node of Kubernetes cluster, the minimum hardware requirement is as follows: • • • • CPU: 8 core minimum RAM: 16 GB minimum Disk Space: 200 GB minimum OS: Linux CentOS 7.x is supported for Docker containers Supportability Matrix For installing CA Service Managementand CA Common Components, see Supportability Matrix. Operating System Requirements • Linux CentOS 7.x Supported Database • Oracle 12cR2, 11gR2 • Microsoft SQL Server 2016, 2014 NOTE CA Service Desk Manager Containers does not support Japanese with Microsoft SQL Server Database . Common Components Ensure that CA Common Components (CA EEM, CA Process Automation, and CABI JasperReports Server) remains outside of Kubernetes cluster. For more information about, how to deploy Common Components, see Install Common Components. CA Service Management Container Architecture The below diagram shows CA Service Management Containers Deployment Architecture Overview: 216 CA Service Management - 17.3 Figure 7: Diagram: CA Service Management Containers Architecture CA Service Management 17.3 Container Tutorials CA Service Management 17.3 Container-Based Tutorials Check out the following CA Service Management 17.3 Container tutorials on YouTube: • Part-1 . • Part-2 • . Part-3 . Deploy CA Service Management Containers This article describes how to download and deploy CA Service Management Containers in your environment: Ensure that you have reviewed the Installation Checklist for Deploying Docker Containers. 217 CA Service Management - 17.3 Download and Install CA Service Management Containers To download and install CA Service Management Containers (solution-based installation for CA Service Desk Manager and CA Service Catalog), perform the following steps: 1. Go to https://support.broadcom.com. 2. Log in with your Broadcom Support Online user name and password. 3. Make sure you are in Agile OperationsSoftware. 4. Go to My Downloads. The My Downloads page opens. 218 CA Service Management - 17.3 5. In the Search Bar, enter Service Management. Select Service Management from the displayed results. 6. The Product Downloads page is displayed. Perform the following steps: a. Click on CA Service Management Service Desk Manager Package MSP MULTI-PLATFORM from the Products column b. Go to the desired Roll-Up patch Release Version. For example: 17.3 RU7 c. Select the Access Key from the Token Generation Column . 7. The Download Instructions page is displayed. 8. Make a note of your logged in "User ID" (Image in Step 6 below shows the Access Token field). The same user ID is required while updating the “DOCKER_REPO_USER= " property in the containers_images.config file. 9. Copy the Access Token as shown in the image below: IMPORTANT Be careful while copying the access token. Do not copy the refresh token. 219 CA Service Management - 17.3 (Optional) Use the Save option to save the access token to your local folder. To copy the key to a text file, select the Copy to Clipboard option. 10. Click the ServiceManagement_ContainerInstaller.tar.gz URL Link to download CA Service Management solution (CA Service Desk Manager + CA Service Catalog) Containers. 11. Copy the ServiceManagement_ContainerInstaller.tar.gz to your Kubernetes Master node. 12. Connect to your Kubernetes Master node and create a folder casm-docker by running the following command: mkdir casm-docker 13. Now, extract the ServiceManagement_ContainerInstaller.tar.gz to the casm-docker folder. Run the following command: tar -C casm-docker -xvf ServiceManagement_ContainerInstaller.tar.gz 14. In the casm-docker folder you will see two tar.gz files: a. casm-docker-installer-ServiceManagement.tar.gz: CA Service Management Container Installer b. casm-docker-installer-RASA_SM.tar.gz: CA Service Management Virtual Analyst Chat Bot Container installer 15. Navigate to the casm-docker folder. 16. Extract the casm-docker-installer-ServiceManagement.tar.gz to the casm-docker folder. Run the following command: tar -C casm-docker –xvf casm-docker-installer-ServiceManagement.tar.gz 17. The above command will extract the installation shell scripts, template YAML files, and configuration files for deploying CA Service Management Containers. 18. Container configuration files are extracted. IMPORTANT The configuration files contain CA Service Management Container Configuration parameters. It is mandatory to first update the configuration files with appropriate values, and then proceed with CA SDM and/or Catalog Containers deployment. IMPORTANT Take a backup of the configuration files to avoid losing data. This completes the CA Service Management Container installation process. Now, you can proceed to update the Containers Configuration files. For more information about how to update the configuration properties, see Containers Configuration Files After updating the configuration files, you can proceed with the following installation and configuration: • Install and Configure CA SDM: 220 CA Service Management - 17.3 • To download, install, and configure the CA SDM Standalone Container Environment, see Install and Configure CA SDM. Install, and configure the CA Service Catalog Standalone Container Environment, see Install and Configure CA Service Catalog. • Follow the below Sequence for installing CA Service Management products in a solution environment (CA Service Desk Manager and CA Service Catalog): a. CA Service Desk Manager: Deploy and configure the following: a. SDM Background Server b. SDM Application Server c. SDM Standby Server d. Configure Rasa Server to enable Virtual Analyst Capability in Containers e. xFlow Microservices a. Incident Microservices (inms) b. Push Microservices (psms) c. search microservices (srms) d. Collaboration Microservices (cbms) e. Insight Microservices (insightms) b. Search Server c. CA Service Catalog 19. (Optional) If you are planning to deploy CA Service Management Virtual Analyst Chat Bot, then proceed with creating a new directory for the RASA installer: mkdir casm-rasa 20. Move casm-docker-installer-RASA_SM.tar.gz to the casm-rasa folder. 21. Navigate to the casm-rasa folder. 22. Extract the casm-docker-installer-RASA_SM.tar.gz to the casm-docker folder. Run the following command: tar -C casm-docker –xvf casm-docker-installer-RASA_SM.tar.gz 23. After extracting the RASA files, install and configure RASA in your Environment. For more information, Install and Configure RASA Server. Update the Configuration Files Update the following configuration files with appropriate values specific to your container environment before proceeding with Service Desk Manager and Service Catalog deployment: 1. containers_images.config: This file contains list of docker Images to be deployed. Update “DOCKER_REPO_USER= " property with the access token User ID from the support portal. Modification to other properties are not allowed. 2. containers.config.tpl: Copy the containers.config.tpl file to your local folder and rename it to containers.config. 3. containers.recommended.config:Update the configuration values in this file. This has recommended configuration settings for deployment and can be modified as required. By default, this file contains few out-of-the box configurations for containers deployment. If you want to change or modify these configurations, edit this file, and save it. For more information about how to update the configuration files, see: • containers.config • containers_recommended.config 221 CA Service Management - 17.3 containers.config This article describes the containers.config file with configuration values for CA Service Desk Manager and CA Service Catalog: NOTE Replace <XXXX> in the below configuration values with appropriate attributes for deploying CA Service Management Containers. Perform the following steps: 1. Copy container.config.tpl and rename it to container.config by running the following command: cp containers.config.tpl containers.config 2. Edit container.config using the following command: vi container.config 3. Save container.config file using ESC followed by wq! ACCEPT EULA Review the LICENSE folder, read the license agreement carefully and set ACCEPT_EULA=1 to agree with the license terms and conditions, and to be able to create and configure Kubernetes. External Host Address for Ingress Configure the external Host Address for Ingress. Both http and https is supported for ingress. EXTERNAL_HOST="<EXTERNAL_FQDN_FOR_INGRESS>" Enabling SSL/TLS • SSL_CERTIFICATE_NAME: Provide the certificate name. For example: catalog-ssl.certificate • KEY_FILE: Give the complete path of KEY_FILE. For example: /opt/CA/catalog-ssl.key • CERT_FILE: Give the complete path of CERT_FILE. For example: /opt/CA/catalog-ssl.cert Database Configuration Provide the database (Microsoft SQL Server and/or Oracle database) and MDB configuration details: • MDB_DATABASE_TYPE: Enter the database type as oracle or mssql. For example, MDB_DATABASE_TYPE = mssql. • MDB_DATABASE_NAME: Enter the application database name. The recommended value is ‘mdb’. For example, • • • • • MDB_DATABASE_NAME= mdb. MDB_DATABASE_SERVER: Enter the database server name (Hostname or IP Address) of the database. For example, MDB_DATABASE_SERVER: hostname. MDB_INSTANCE: Enter the database named instance for Microsoft SQL Server. For example, MDB_INSTANCE = Itsm. MDB_DATABASE_PORT: Enter the database port. The default value for MS SQL is 1433 and Oracle is 1521. For example, MDB_DATABASE_PORT: 1433. MDB_DATABASE_USER: Enter the database username used for deploy the database. For example, MDB_DATABASE_USER= SYS for oracle or MDB_DATABASE_USER: sa for mssql. MDB_DATABASE_NAMESPACE: Enter the Oracle tablespace path specified in the Oracle database. For example, MDB_DATABASE_NAMESPACE: C:/app/Administrator/oradata/MDB. NOTE For the Microsoft SQL Server database, keep this field empty. 222 CA Service Management - 17.3 CA Common Component Configuration Provide EEM, PAM, and CABI JasperReports Server configuration details for Service Desk Manager and Service Catalog: CA Embedded Entitlements Manager • EEM_SERVER: Enter the EEM Server details. For example, EEM_SERVER= hostname. • EEM_ADMIN_USERNAME: Enter the EEM administrator’s username. For example, EEM_ADMIN_USERNAME= eiamadmin. CA Process Automation If you are using CA Process Automation (PAM) workflows, then provide the following details: • PAM_URL: Enter the PAM’s SOAP URL used to establish integration with Service Catalog. For example, PAM_URL= http://hostname:8080/itpam. • PAM_USER_NAME: Enter PAM administrator username. For example, PAM_USER_NAME = pamadmin. Enable Telemetry Services for Product Usage Data Telemetry Services collect and report product(s)-specific monthly usage. The product usage metrics captured for CA Service Management product(s) will vary depending on the number of installation/upgrade instances, number of users, number of authentications, and so on. For more information, see Usage Data (Telemetry). Complete the following details as part of Telemetry product usage metrics collection for CA SDM and CA Service Catalog Containers: 1. Enterprise Site ID: This is a mandatory field. Your Enterprise Site ID is listed on your PLA program and the Broadcom Support Portal (Login to CA Support Portal. Navigate to My Account, Profile, Site ID). 2. Environment Type: This is a mandatory field. Specify whether you are deploying the selected CA Service Management product(s) on a Production or a Non-Production Environment. 3. Internal Identifier: Indicate the department or cost center used for internal tracking of product consumption metrics. 4. Company Domain: Specify the last part of your company or organization’s email address. 5. Proxy Server URL: If your network is secured by a firewall, or if you do not have direct access to internet, specify the proxy server details for connecting to Telemetry Services. 6. Proxy User: Enter the Proxy Server User name. CA SDM Configuration Supported Languages Specifies the supported locales for SDM containers: • • • • French = fr_fr German = de_de English = en_us Japanese = ja_jp Background and Standby Server Language Provide the SDM background and standby server locale details: SDM_BG_LANG=en_us Application Server Main Language Provide the SDM application server locale: SDM_APP_LANG=en_us 223 CA Service Management - 17.3 Web Screen Painter Language Provide the SDM Web Screen Painter (WSP) locale: SDM_WSP_LANG=en_us Main Incident Microservice Language Provide the incident microservice locale: INMS_LANG=en_us RASA Language for Virtual Analyst Configuration To support virtual analyst configuration in containers, specify the Rasa language. Following languages are supported English ('en_us'), German ('de_de'), French ('fr_fr'), Italian (it_it'), Spanish ('es_es'), Portuguese Brazilian ('pt_br'). RASA_LANG=en_us containers_recommended.config This configuration file contains the recommended configuration values for deployment. Update the appropriate attribute values as per your environment requirements: NOTE All NodePorts (service ports and ingress ports) must be in the range of 30000-32767. CA Service Management Cofiguration Complete the following CA Service Management (SDM and Service Catalog) configuration values in containers_recommended.config file: • KUBERNETES_NAMESPACE: Enter the Kubernetes namespace to be used by CA Service Management products. • • • • • • • For example, KUBERNETES_NAMESPACE = casm-docker NOTE In case if you are deleting a namespace, you need to re-execute the steps to regenerate the password. USE_INGRESS: Enter 1 to configure Kubernetes with Ingress or enter 0. For custom ingress or any other type of ingress, set the value to 0. For example, to configure Ingress, USE_INGRESS = 1 INGRESS_PORT: Enter the Ingress port number to access any application deployed in Kubernetes. All node ports (service ports and ingress ports) must be in the range of 30000-32767. The default value is 31080. SSL_REDIRECT : Enter true if you want to redirect the network traffic to SSL. The default value is false. In case, if you have set the value as "true", refer the Enable SSL steps in containers.config. USE_PV: To configure persistent volume (PV) set the value to 1 [1 for Yes, 0 for No]. For example, USE_PV = 1. The recommended and default value is 1. STORAGE_CLASS_NAME: Kubernetes dynamically creates persistent volumes using specified storage class. By default storage class name is "casm-sc". STORAGE_CAPACITY: Setting the required storage size for the given persistent volume (PV). The default value is 500Mi. DELETE_TMP_FILES: While deploying Service Catalog application, the apply.sh script creates temp YAML files (*_updated.yaml) with the configuration details provided by the user. To clean the temp files, set the value to 1. To debug temp YAML files, set value to 0. For example, the location of the YAML files can be viewed at casm-docker/30 configs_and_secrets/tmp. CA Service Desk Manager Configuration Update the following SDM CPU requirement for POD resources (in milli CPU): 224 CA Service Management - 17.3 • BG_POD_REQUEST_CPU=1500m • • • • Upper limit for CPU cycles allocation to the POD resources. (in milli CPU ) Recommendation: At least 25% more than BG_POD_REQUEST_CPU BG_POD_LIMIT_CPU=1750m. Memory allocation for POD resources. (in Ei, Pi, Ti, Gi, Mi, Ki) BG_POD_REQUEST_MEMORY=2.5Gi Upper limit for memory allocation to the POD resources. (in Ei, Pi, Ti, Gi, Mi, Ki) BG_POD_LIMIT_MEMORY=3Gi Recommendation: At least 25% more than BG_POD_REQUEST_MEMORY APP_POD_REQUEST_CPU=1500m: Guaranteed CPU cycles requirement for POD resources (in milli CPU). Upper limit for CPY cycles allocation to the POD resources. (in milli CPU ) Recommendation: At least 25% more than BG_POD_REQUEST_CPU APP_POD_LIMIT_CPU=1750m CA Service Desk Manager Microservices Port Provide the following Service Port values for SDM. The default port values are showcased below: • SDM_BG_START_PORT:31000 Background Server • SDM_APP_START_PORT:31010 • • • • • • • • Application Server SDM_WSP_VNC_PORT:31110VNC Server (to Connect to Web Screen Painter) VNC Server (to Connect to Web Screen Painter) Note: Ensure that you have installed VNC viewer on the server to connect to the Web Screen Painter Graphical User Interface. For more information, see VNC Viewer SEARCHSRVR_SERVICE_PORT: Specify the Search Server micorservice port number 31031.. INMS_SERVICE_PORT: Specify the incident microservice port number 31020. SRMS_SERVICE_PORT=: Specify the Search Microservice port number 31030. PSMS_SERVICE_PORT: Specify the Push Microservice port number 31040. CBMS_SERVICE_PORT: Specify the Collaboration Microservice port number 31050. Insight_SERVICE_PORT: Specifyc the Insight Microservice port number 31060. SA_SOCKET_PORT: Specify the Support Automation port number 31081. SDM POD Prefixes and Application Language Server Details Update and complete the following SDM configuration values: • SDM Pod Prefixes: Specify the pod prefixes for SDM Background, Standby, and Application servers • • SDM_BG_SERVER_SUFFIX:sdmbg SDM_APP_SERVER_SUFFIX:sdmapp NUMBER_OF_APP_SERVERS: Provide the number of CA SDM application servers.Specify the nodeport services to create direct access to app servers SDM_APP_LANG3_START_PORT For example: SDM_APP_LANG2_START_PORT=31090 SDM_APP_LANG3: Provide the details supported languages details for containers in Application Server. German: de_de Japanese:ja_jp English:en_us For example:fr_fr for French SDM_APP_LANG2=fr_fr 225 CA Service Management - 17.3 CA Service Catalog Configuration Provide the following configuration values for Service Catalog in the containers_recommended.config file. NOTE Specify Port Ranges from 30000-32767. • CATALOG_SERVICE_PORT: All node ports (service ports and ingress ports) must be in the range of • • • • • • • • • • • • • • • • • 30000-32767. The default value is 31070. INSTALLER_SKIP_SYSADMIN_CHECK: If you want to deploy with sys admin role privilege, set value to 0. If you want to deploy without sys admin role privilege, set the value to 1. The default value is 0. CATALOG_DOMAIN_NAME: Enter the default tenant name of the Service Catalog application. For example, CATALOG_DOMAIN_NAME = braodcom.com CATALOG_JMS_PORT: Enter the JMS port value for cache synchronization to happen across multiple pods. For example, CATALOG_JMS_PORT=61001. INCLUDE_APPLICATION_SERVICES: Enter true to import OOTB content Application Services or enter false to skip. For example, INCLUDE_APPLICATION_SERVICES = true. INCLUDE_CORPORATE_SERVICES: Enter true to import OOTB content Corporate Services or enter false to skip. For example, INCLUDE_CORPORATE_SERVICES= false. INCLUDE_FACILITIES_SERVICES: Enter true to import OOTB content Facilities Services or enter false to skip. For example, INCLUDE_FACILITIES_SERVICES= false. INCLUDE_IT_SERVICES: Enter true to import OOTB content IT Services or enter false to skip. For example, INCLUDE_IT_SERVICES= false. INCLUDE_NETWORK_SERVICES: Enter true to import OOTB content Network Services or enter false to skip. For example, INCLUDE_NETWORK_SERVICES= false. INCLUDE_PERSONNEL_SERVICES: Enter true to import OOTB content Personnel Services or enter false to skip. For example, INCLUDE_PERSONNEL_SERVICES= false. INCLUDE_PROJECT_SERVICES: Enter true to import OOTB content Project Services or enter false to skip. For example, INCLUDE_PROJECT_SERVICES= true. INCLUDE_RESERVATION_SERVICES: Enter true to import OOTB content Reservation Services or enter false to skip. For example, INCLUDE_RESERVATION_SERVICES= true. INCLUDE_TELECOM_SERVICES: Enter true to import OOTB content Telecom Services or enter false to skip. For example, INCLUDE_TELECOM_SERVICES = true. CATALOG_MEMORY: Enter the minimum java heap memory in MB. For example, CATALOG_MEMORY = 2048M. CATALOG_POD_MEMORY: Enter the minimum RAM allocated to each pod to run the Service Catalog application. For example, CATALOG_POD_MEMORY = 2560Mi NOTE The recommendation is to allocate at least 25% more memory than the value allocated to CATALOG_MEMORY. CATALOG_CPU: Enter the minimum required CPU cycle value. For example, CATALOG_CPU = 5000m CATALOG_POD_CPU: Enter the minimum CPU cycle value to be allocated for the pod resources to run the Service Catalog application. For example, CATALOG_POD_CPU = 7000m NOTE The recommendation is to allocate at least 25% more CPU cycle then the value allocated to CATALOG_CPU. MALLOC_ARENA_MAX_VALUE: This parameter restricts the number of memory arenas and bound the virtual memory. Enter the value between 1 to 8. For example, MALLOC_ARENA_MAX_VALUE = 4 226 CA Service Management - 17.3 Deploying CA Service Desk Manager Docker Containers This article describes the following topics: Deploy the CA Service Desk Manager (SDM) Kubernetes with 1 master node and a minimum of two worker nodes. NOTE CA Service Desk Manager Container is supported only on Advanced Availability configuration. NOTE Database Servers, CABI JasperReports, CA EEM, CA Process Automation, must be kept outside the Kubernetes. Download and Install CA Service Desk Manager Containers Ensure that you have reviewed the Installation Checklist for Deploying Docker Containers. To download and install CA Service Desk Manager Containers, perform the following step 1. Go to https://support.broadcom.com. 2. Log in with your Broadcom Support Online user name and password. 3. Make sure you are in Agile OperationsSoftware. 227 CA Service Management - 17.3 4. Go to My Downloads. The My Downloads page opens. 5. In the Search Bar, enter Service Desk Manager. Select Service Desk Manager from the displayed results. 6. Perform the following steps on the Product Downloads page: a. Select CA Service Desk Manager Operational Use Only MULTI-PLATFORM from the Products column b. Go to the desired Roll-Up patch Release version. For example: 17.3 RU7 c. Select the Access Key from the Token Generation Column. 7. The Download Instructions page is displayed. 8. Make a note of your logged in "User ID" (image in Step 6 below shows the Access Token for field). The same user ID is required while updating the “DOCKER_REPO_USER= " property in the containers_images.config file. 9. Copy the Access Token as shown in the image below: IMPORTANT Be careful while copying the access token. Do not copy the refresh token. 228 CA Service Management - 17.3 (Optional) Use the Save option to save the access key token to your local folder. To copy the key to a text file, select the Copy to Clipboard option. 10. Click open the ServiceDeskManager_ContainerInstaller.tar.gz URL link to download CA Service Desk Manager Containers. 11. Copy the ServiceDeskManager_ContainerInstaller.tar.gz to your Kubernetes Master node. 12. Connect to your Kubernetes Master node and create a folder “casm-docker” by running the following command: mkdir casm-docker 13. Now extract the ServiceDeskManager_ContainerInstaller.tar.gz to the casm-docker folder. Run the following command: tar -C casm-docker -xvf ServiceDeskManager_ContainerInstaller.tar.gz 14. In the casm-docker folder you will see two tar.gz files: a. casm-docker-installer-SDM.tar.gz: CA Service Desk Manager Container Installer b. casm-docker-installer-RASA_SDM.tar.gz: CA Service Management Virtual Analyst Chat Bot Container installer 15. Navigate to the casm-docker folder. 16. Extract the casm-docker-installer-SDM.tar.gz to the casm-docker folder. Run the following command: tar -C casm-docker –xvf casm-docker-installer-SDM.tar.gz 17. The above command will extract the installation shell scripts, template YAML files, and configuration files for deploying CA Service Management Containers. 18. Container configuration files are extracted. IMPORTANT The configuration files contain CA Service Management Containers Configuration parameters. It is mandatory to first update the configuration files with appropriate values, and then proceed with CA SDM Containers deployment in your environment. IMPORTANT Take a backup of the configuration files to avoid losing data. This completes the CA Service Desk Manager Container installation process. Now, you can proceed to update the Containers Configuration files. For more information about how to update the configuration properties, see Containers Configuration Files 19. (Optional) If you are planning to deploy CA Service Management Virtual Analyst Chat Bot, then proceed with creating a new directory for the RASA installer: mkdir casm-rasa 20. Move casm-docker-installer-RASA_SDM.tar.gz to the casm-docker folder. 229 CA Service Management - 17.3 21. Navigate to the casm-rasa folder. 22. Extract the casm-docker-installer-RASA_SDM.tar.gz to the casm-rasa folder. tar -C casm-docker –xvf casm-docker-installer-RASA_SDM.tar.gz Deploy Service Desk Manager Containers NOTE Ensure to update the containers.config and containers_recommended.config files before you proceed with CA SDM deployment. For more information, see Update the Configuration Files. Perform the following steps to deploy CA Service Desk Manager: 1. Navigate to the extracted "casm-docker" folder location and execute the following command to save passwords for Database System admin (sa/SYS) user, mdbadmin user, EEM admin, PAM admin, and Telemetry proxy user in kubernetes: ./generate_secrets.sh Update and confirm the passwords for the following. Note that user credentials are case-sensitive. • • • • Database Admin Password: Enter the database admin password. MDB Admin Password: Enter the MDB admin password. casmadmin user password: Enter the casmadmin user password. PAM Admin password: Confirm the PAM Admin password, if you have configured PAM_URL in the containers.config, then only you are prompted for a password. • EEM Admin Password: Confirm the EEM Admin Password (If you have specified EEM_SERVER details in the containers.config file, then only you are prompted for a password. • Telemetry Proxy User password: Enter Telmetry proxy user password for connecting to internet. • Auth Token: Specify the Access_Token generated for the User specified in the container_image.config file. NOTE In case if you want to update the Auth Token (access token) for a user, execute the store_auth.sh utility. 2. Execute the casm container installer utility (apply.sh script) to deploy CA SDM Background Server, Application Servers, xFlow Interface, RASA Server, Search Server, and Web Screen Painter, ./apply.sh NOTE After executing ./apply.sh script for the first time, ignore the warning message "pod has unbound immediate PersistentVolumeClaims" displayed on the Kubernetes dashboard in "sdmbg-0" pod. NOTE In case, if you delete <NAMESPACE> namespace, you must re-execute the apply.sh script and execute the above steps again to deploy CA SDM. SDM Background, Standby, and Application Servers Perform the following steps to deploy SDM background and application servers. "sdmbg" denotes background and standby servers. "sdmapp" denotes application servers. 1. By default, background server will start deploying. In case. If you do not see any pod with name sdmbg-0, then execute the following command: kubectl scale --replicas=1 sts/sdmbg --namespace=casm-docker 2. Wait for the status to become ready, it usually takes about 15-20 minutes to be ready for use. In the Kubernetes dashboard, status is displayed as Green, when it is ready for use. 3. Once the Background Server is up and running, you can verify the following: a. In the Kubernetes dashboard, status is displayed as Green, when it is ready for use. 230 CA Service Management - 17.3 b. Verify the logs from the Kubernetes dashboard. c. Connect to the Background Web Server URL. 4. You can now access the Background Server URL: http://<INGRESS_SERVER_URL>:<NODEPORT>CAisd/pdmweb.exe Default nodeport: 31000 5. Click Save to add the Server Details. 6. Now, scale both the standby and application servers from command line or Kubernetes. Scale the number of replicas based on your environment requirements. Perform the following steps: a. On the Kubernetes dashboard, right-click (right-pane) the ellipsis next to the Standby Server and select Scale. OR kubectl scale --replicas=2 sts/sdmbg --namespace=casm-docker b. To scale the application servers, run the following command. kubectl scale --replicas=<number of application servers> sts/sdmapp --namespace=casm-docker CA SDM configuration with Background, Standby, and Application servers is ready for use. In case, if you have configured ingress, you can use the ingress URL to access the app server(s). NOTE After performing a failover, access the standby server with Ingress port 31001. For example: http://<INGRESS_HOST>:31001/CAisd/pdmweb.exe NOTE Login to CA Service Desk Manager (SDM) Interface, and navigate to Administration, System, Servers to verify the servers (sdmbg, sdmapp) are in active state. Configure SDM Components Perform the following steps to enable SDM Components (CMDB Visualizer, Support Automation, REST, Federated Search, Web Services in Application Servers): Enable CA Support Automation in Containers 1. Select the Background server where you want to enable Support automation main server. a. Go to the respective config maps (sdmconfig.sdmbg-0) set sa.server_type:main. From the Kubernetes dashboard's list of available SDM config maps, select the sa.server_type:none in config map, update the value to main in the config map. By Default, the value is set to 'None'. b. Login to CA SDM Background server, navigate to Options manager and set “supportautomation_url” to http:// <INGRES_HOSTNAME>:<INGRESS_PORT>/SupportAutomation c. Go to Pods, delete the corresponding pod (sdmbg-0) where you made the config changes for enabling components. d. The new pods that are generated automatically will have the new configuration values for these components. Enable CA SDM SOAP/REST Web Services Perform the following steps: 1. After scaling CA SDM application server (sdmapp statefulset ), select the servers from where you want to enable REST or SOAP web services. Perform the following steps: a. Go the respective config maps for sdmconfig.sdmapp-x (where 'x' is pod number) b. Update the property options.deploy_web_services config map, of SOAP based web services from 0 to 1 in config map. c. REST Web Services: Update the property rest.configured of REST based web services from 0 to 1 in config map. 231 CA Service Management - 17.3 d. Go to Pods, delete the pods where you made the config changes for enabling components. The new pods that are generated automatically will have the new configuration values for these components. Enable CA SDM Federated Search Services Perform the following steps: 1. After scaling SDM application server ( sdmapp statefulset ), select the pod where you want to enable Fedrated search. Perform the following steps: a. Go to the respective config maps (sdmconfig.sdmapp-x) of Application server (where 'x' is pod number) For example: sdmconfig.sdmapp-0 b. Update the property fs.configured of federated search from 0 to 1 in config map. c. Go to Pods, delete the pods where you made the config changes for enabling components. The new pods that are generated automatically will have the new configuration values for these components. Enable CA SDM CMDB Visualizer After scaling SDM application server (sdmapp), select the servers from where you want to enable Visualizer. Perform the following steps: 1. Go the respective config maps for sdmconfig.sdmapp-x (where 'x' is pod number). For example: sdmconfig.sdmapp-0 2. From the Kubernetes dashboard's list of available SDM config maps, select the viz.configured:0 config map, update the value to 1 in the config map. By Default, the value is set to 0. 3. Go to Pods, delete the pods where you made the config changes for enabling components. The new pods that are generated automatically will have the new configuration values for these components Configure RASA Server in Kubernetes To enable Virtual Analyst in Containers, configure RASA server on Kubernetes. Setting up RASA comprises of two steps: • First step is to train the Virtual Analyst. • Second step is to scale up the Rasa deployment or start the pods. Train the Rasa Server Perform the following steps to train Rasa Server: 1. Login to Kubernetes master node and navigate to the extracted casm-docker folder. 2. Change directory to Rasa server: cd 77\ -\ rasa 3. Execute the command to train the Virtual Analyst Service Bot. Provide executable permissions to run this file ./re-run-rasa-train.sh 4. Once training is completed, rasa-train-<####> Pod will show the status asTerminated:Completed. 5. Start the Rasa server and scale the server to 1. Run the following command: kubectl scale --replicas=1 deployment/rasa --namespace=casm-docker 6. Now, set Rasa URL in Service Desk Manager configuration. Login to CA Service Desk Manager Interface, navigate to Administration, xFlow Interface, General, Open the va.bot.nlu.server.url configuration. Update the value "configuration value" to rasa service (http://<EXTERNAL_HOST>:<INGRESS_PORT>). Default nodeport: 31080 7. All collaboration microservice (cbms) pods must be restarted to pick up the va.bot.nlu.server.url configuration change. 232 CA Service Management - 17.3 This will start the Rasa Server and enable the Virtual Analyst Service Bot. For more information, see Configure Virtual Analyst in Service Desk Manager. Customize the Virtual Analyst Utterances in Containers If you want to train Virtual Analyst with customized utterances in containers, update the domain.yml and data/nlu.md in Persistent volume of Rasa server. For example, in Kubernetes Master Node, navigate to /<NFS_SHARE_LOCATION>/casm-docker-rasa-app-pvc<XXXX-XXXX-XXXXX> and update the domain.yml and data/nlu.md files. For more information, see Customize the Virtual Analyst Responses. Perform the following steps: 1. After customized Virtual Analyst utterances are added, train the rasa model. Login to Kubernetes master node and navigate to extracted casm-docker folder location. For more information, see Deploy CA Service Management Containers. 2. Run the following command to change the directory location to Rasa Server: cd 77\ -\ rasa 3. Train the Rasa Server, execute the following command: ./re-run-rasa-train 4. Now scale the Rasa Server to 1: kubectl scale --replicas=1 deployment/rasa --namespace=casm-docker Set RASA Server Language The containers.config contains variable RASA_LANG, which can be used to set the desired language for RASA. Administrators can change or update the out-of-the-box English language (en-us) for RASA to any other supported languages (de_de, fr_fr,it_it,es_es,pt_br). Perform the following steps to change or update the RASA locale: 1. Update containers.conf file and set RASA_LANG as needed. For more information, see containers.config. 2. Remove or Backup the files from the Persistent Volume attached to RASA. Ensure that the Persistent Volume is empty. NOTE Do not backup the files in the same Persistent Volume. 3. Run "re-run-rasa-train.sh" script under the folder "77 - rasa". 4. If any customizations were performed on old data, ensure that they are applied again, and perform Step 3. 5. Restart RASA Pod. CA SDM Customization and Configurations in Containers This article describes how to customize and configure your CA SDM Containers: In a Kubernetes environment, files modified by users or by CA Service Management utilities must be saved in persistent volume in order for the modified changes to be available after restarting a pod. Similarly, log files can also be saved. Most files and directories can be grouped into two buckets. Those that can be shared on all servers (Background, Standby, and Application Servers) and those specific to a single server. Use the below Persistent Volumes (PV) that are assigned for CA SDM Pods: 1. nxroot-all 2. nxroot-<pod> where <pod> is the actual pod name (for example: sdmbg-0, sdmapp-2, and so on). 233 CA Service Management - 17.3 NOTE After launching the pods, you can check the log files in Persistent Volume location: For Example: /nfs-docker/nfsshare/casm-docker-nxroot-sdmbg-0-pvc-xxxx-yyyy-zzzz/log /nfs-docker/nfsshare/casm-docker-nxroot-sdmapp-0-pvc-xxxx-yyyy-zzzz/log Persisting Configuration Files Using Symbolic Links An alternative way of persisting files can be created by using symbolic links in place of the original files. The original files is saved in a new directory $NX_ROOT/symlinks. The symbolic links points to the customized version of the file. Whenever a customer wants to update a configuration file, they need to copy the appropriate configuration file to the $NX_ROOT/symlinks directory maintaining the directory structure. During initialization of the Pod, CA SDM checks the $NX_ROOT/symlinks directory for any files in this locadtion. Consider the following user case example scenarios: Example 1: Consider the following scenario "Change web.xml in sdmapp-0" To update $NX_ROOT/bopcfg/www/CATALINA_BASE/webapps/CAisd/WEB-INF/web.xml, you must update web.xml.tpl file from samples directory. 1. Connect to the POD which yu want to change. Open a command prompt and run the following command: kubectl exec -it POD_NAME -n NAMESPACE bash 2. Run the new script as follows pdm_symlinks.sh -cp $NX_ROOT/pdmconf/NX.env.tpl 3. A new file will be created with location: $NX_ROOT/symlinks/pdmconf/NX.env.tpl 4. Modify the file created from the above step and Save. $NX_ROOT/symlinks/pdmconf/NX.env.tpl 5. Recycle the Pod: kubectl delete PODNAME -n NAMESPACE 6. After the Pod is recycled, your changes should be visible on $NX_ROOT/NX.en 7. A backup file is created from the original file with extension .otb (out the box): $NX_ROOT/symlinks/pdmconf/ NX.env.otb Example 2: Change NX.env in sdmapp-0 Consider the second example scenario, where you have to update the NX.env variable in sdmapp-0 (CA SDM Application Server) To update $NX_ROOT/NX.env file, update the Nx.env.tpl file from $NX_ROOT/pdmconf/ 1. Connect to the POD where you want to the NX.env file: kubectl exec -it POD_NAME -n NAMESPACE bash 2. Run the script as shown below: pdm_symlinks.sh -cp $NX_ROOT/pdmconf/NX.env.tpl 3. A new file is created with location: $NX_ROOT/symlinks/pdmconf/NX.env.tpl 4. Modify the file created from the above step and Save. $NX_ROOT/symlinks/pdmconf/NX.env.tpl 5. Recycle or restart the Pod. Run the following command: kubectl delete PODNAME -n NAMESPACE 6. After the Pod is recycled, your changes should be visible on $NX_ROOT/NX.en 7. A backup file is created from the original with extension .otb (out the box): $NX_ROOT/symlinks/pdmconf/NX.env.otb Apart from the above scenarios, this is also applicable for cases where you want to edit a configuration file for it to be readily available after a fresh or clean installation of CA Service Management 17.3. For example: log4j.properties files. It 234 CA Service Management - 17.3 also helps in performing a debug tracing without requiring a restart. A new file symlinks.cfg is maintained for this purpose in $NX_ROOT/samples/k8s/symlinks.cfg. The symlinks.cfg file contains a list of configuration files that are available during a system boot up or start up in $NX_ROOT/symlinks directory. Table 3: List of $NX_ROOT/symlinks directory bopcfg/www/CATALINA_BASE/webapps/CAisd/WEB-INF/log4j.properties bopcfg/www/CATALINA_BASE_FS/webapps/cafedsearch/WEB-INF/log4j.properties bopcfg/www/CATALINA_BASE_FS/webapps/fscrawl/WEB-INF/log4j.properties bopcfg/www/CATALINA_BASE_SA/webapps/SupportAutomation/WEB-INF/log4j.properties bopcfg/www/CATALINA_BASE_VIZ/webapps/CMDBVisualizer/WEB-INF/classes/cmdbvisualizerlogging.properties site/cfg/log4j.properties site/cfg/rest.log4j.properties Deploy xFlow Interface and Service Point Interface Scale Microservices To deploy xFlow Interface and Service Point, scale the following microservices in the sequence as shown below: Search Server The Search Server microservice has Elastic search server which is internally used by xFlow Interface and Service Point. Perform the following to scale the search server (searchserver Stateful Set): 1. From the Kubernetes dashoard, navigate to Stateful Sets, scale Search Server "searchserver" to 1. OR Run the following command: kubectl scale --replicas=1 sts/searchserver --namespace=casm-docker Post-Deployment Steps After scaling the search server, perform the following post-deployment steps to load initial data in the search server: 1. Run the below command to navigate to search server: kubectl exec -it searchserver-0 -n <NAMESPACE> bash Out-of-the-box 'casm-docker' is the namespace. 2. To navigate to search bin, run the following command: cd search/bin/ 3. Perform Initial load to prepare the search server with index data that are imported from the CA SDM database to be used in the xFlow Interface. Run the following command: pdm_es_initial_load.sh OR Run the below command in non-interactive mode: 235 CA Service Management - 17.3 kubectl exec -it searchserver-0 -n <NAMESPACE> -- pdm_es_initial_load.sh Default name of <NAMESPACE> is casm-docker. Incident Microservices (inms Stateful Set) Perform the following steps to scale incident Microservice: 1. From the Kubernetes dashoard, go to Stateful Sets, scale Incident Microservice inms to 1. OR Run the following command: kubectl scale --replicas=1 sts/inms--namespace=casm-docker Search Microservice (srms Stateful Set) Perform the following steps to scale search Microservice: 1. From the Kubernetes dashboard, go to Stateful Sets, scale search microservice srms to 1. OR Run the following command: kubectl scale --replicas=1 sts/srms--namespace=casm-docker Push Microservice (psms Stateful Set) Perform the following steps to scale push microservice: 1. From the Kubernetes dashboard, go to Stateful Sets, scale Push microservice psms to 1. OR Run the following command: kubectl scale --replicas=1 sts/psms--namespace=casm-docker Collaboration Microservice (cbms Stateful Set) Perform the following steps to scale collaboration microservices: 1. From the Kubernetes dashboard, navigate to Stateful Sets, scale Collaboration microservice cbms to 1. OR Run the following command: kubectl scale --replicas=1 sts/cbms--namespace=casm-docker Insights Microservice (insightms Stateful Set) Perform the following steps to scale insights microservices: 1. From the Kubernetes dashboard, navigate to Stateful Sets, scale inisghts microservice insightms to 1. OR Run the following command: kubectl scale --replicas=1 sts/insightms--namespace=casm-docker Access the xFlow Interface After deploying the above microservices for xFlow Interface, access the xFlow Interface URL: http://<INGRESS_SERVER_URL>:<INGRESSPORT> Default value of Ingress port is 31080 236 CA Service Management - 17.3 xFlow Interface Configuration Details - JointJs Javascript Library NOTE Jointjs is a JavaScript library which helps to visualize the SDM classic workflow as a graphical representation. You must download the required Jointjs files before starting the installation. Perform the following steps: 1. Download the CA Service Management Third-Party Components DVD500000000002490 from Broadcom Support. 2. Extract the Jointjs folder from the Jointjs.zip file. 3. Verify that Jointjs folder includes the following files: a. joint.min.js b. joint.min..css 4. Replace joint.min.css and joint.min.js found under <casm-docker-installer_LOCATION>/60 - inms/xflow-config with the files extracted in Step 2. 5. Run the apply.sh script. Web Screen Painter Customizations NOTE After launching the pods, you can check the log files in Persistent Volume location: For Example: /nfs-docker/nfsshare/casm-docker-nxroot-sdmbg-0-pvc-97157ca7-ffe0-4c14-8fad-031e29ef2857/log /nfs-docker/nfsshare/casm-docker-nxroot-sdmapp-0-pvc-97157ca7-ffe0-4c14-8fad-031e29ef2857/log Perform the following steps to scale Web Screen Painter (sdmwsp )in Kubernetes. 1. From the Kubernetes Dashboard, go to Stateful Sets, select sdmwsp, Or Run the following command. kubectl scale --replicas=1 sts/sdmwsp --namespace NOTE Only one replica is allowed. 2. After running this command a pod is sdmwsp-0 is created. Launch the Web Screen Painter (WSP) To launch the WSP, perform the following steps to connect to the VNC Viewer (a tool to connect to the WSP User Interface): 1. To connect to WSP pod, run the following command from Kubernetes terminal: kubectl exec -it sdmwsp-0 -n casm-docker bash 2. Enable VNC server. Run the following command: vncserver 3. Provide the password to access your desktop through VNC. 4. From VNC Viewer, connect to the VNC Server. For example: <SERVERNAME>: 31110 (default port value) 5. Open any terminal or console and enter the following command to launch the Web Screen Painter: pdm_wsp You can now start using the schema and customizations in your containerized environment. 237 CA Service Management - 17.3 Integrate CABI JasperReports in CA SDM Containers CABI JasperReports in CA Service Desk Manager Containers To integrate CABI JasperReports with CA Service Desk Manager (CA SDM) Containers, perform the following steps: Note: CABI JasperReports Server must be deployed outside the SDM Containers: 1. Expose slump port 2100 in order to communicate with Jasper server. Run the following command: kubectl -n <NAMESPACE> apply -f SlumpExpose.yml kubectl -n <NAMESPACE> port-forward --address 0.0.0.0 svc/sdmapp-slump 2100 2101 2102 2103 2104 2105 2106 2107 2108 2109 2110 NOTE Default value of <NAMESPACE> is casm-docker Sample SlumpExpose.yml file: # To have a specific APP server exposed apiVersion: v1 kind: Service metadata: labels: app: sdmapp-slump name: sdmapp-slump spec: ports: - name: sdmapp-2100 port: 2100 targetPort: 2100 - name: sdmapp-2101 port: 2101 targetPort: 2101 - name: sdmapp-2102 port: 2102 targetPort: 2102 - name: sdmapp-2103 port: 2103 targetPort: 2103 - name: sdmapp-2104 port: 2104 targetPort: 2104 - name: sdmapp-2105 port: 2105 targetPort: 2105 - name: sdmapp-2106 port: 2106 targetPort: 2106 - name: sdmapp-2107 port: 2107 targetPort: 2107 - name: sdmapp-2108 port: 2108 targetPort: 2108 238 CA Service Management - 17.3 - name: sdmapp-2109 port: 2109 targetPort: 2109 - name: sdmapp-2110 port: 2110 targetPort: 2110 selector: statefulset.kubernetes.io/pod-name: sdmapp-0 type: ClusterIP 2. Download the CA Service Management 17.3 Common Installer DVD for CA SDM. NOTE Aggregate (Datamart) Reports are not supported on Containers. 3. To install and integrate JasperReports Server 7.9 with CA Service Management, see JasperReports Server. 4. To scale Insights Microservices, run the following command: kubectl -n <NAMESPACE> scale --replicas=1 statefulset/insightms Enable CABI JasperReports in CA SDM Containers 1. Open the file csrfguard.properties from <JASPER_HOME>\apache-tomcat\webapps\jasperserver-pro\WEB-INF \csrf\jrs.csrfguard.properties 2. Modify and replace the TokenName as shown: a. Search for below: org.owasp.csrfguard.TokenName=OWASP_CSRFTOKEN b. Replace the above with: org.owasp.csrfguard.TokenName=OWASP-CSRFTOKEN c. Modify and replace Sessionkey as shown: a. Search for below: org.owasp.csrfguard.SessionKey=OWASP_CSRFTOKEN b. Replace the above with: org.owasp.csrfguard.SessionKey=OWASP-CSRFTOKEN d. Save and close the file. e. Restart Jasper services. Deploying CA Service Catalog Docker Containers NOTE The Service Catalog Containers deployment does not support the Service Catalog Accounting Module. Download and Install CA Service Catalog Containers Ensure that you have reviewed the Installation Checklist for Deploying Docker Containers. To download and install CA Service Catalog Containers, perform the following steps: 1. Go to https://support.broadcom.com. 2. Log in with your Broadcom Support Online user name and password. 3. Make sure you are in Agile OperationsSoftware. 239 CA Service Management - 17.3 4. Go to My Downloads. The My Downloads page opens. 240 CA Service Management - 17.3 5. In the Search Bar, enter Service Catalog. Select Service Catalog from the displayed results. 6. The Product Downloads page is displayed. Perform the following steps: a. Select CA Service Catalog MULTI-PLATFORM from the Products column b. Go to the desired Roll-Up patch Release version. For example: 17.3 RU7 c. Select the Access Key from the Token Generation Column. 7. The Download Instructions page is displayed. 8. Make a note of your logged in "User ID" (image in Step 6 below shows the Access Token for field) The same user ID is required while updating the “DOCKER_REPO_USER= " property in the containers_images.config file. 9. Copy the Access Token as shown in the image below: IMPORTANT Be careful while copying the access token. Do not copy the refresh token. 241 CA Service Management - 17.3 (Optional) Use the Save option to save the access key to your local folder. To copy the key to a text file, select the Copy to Clipboard option. 10. Click open the ServiceCatalog_ContainerInstaller.tar.gz URL link to download CA Service Catalog Containers. 11. Copy the ServiceCatalog_ContainerInstaller.tar.gz to your Kubernetes Master node. 12. Connect to your Kubernetes Master node and create a folder “casm-docker”. Run the following command: mkdir casm-docker 13. Now extract the ServiceCatalog_ContainerInstaller.tar.gz to the casm-docker folder. Run the following command: tar -C casm-docker -xvf ServiceCatalog_ContainerInstaller.tar.gz 14. The above command will extract the installation shell scripts, template YAML files, and configuration files for deploying CA Service Management Containers. 15. Container configuration files are extracted. IMPORTANT The configuration files contain CA Service Management Container Configuration parameters. It is mandatory that you update the configuration files with appropriate values, and then proceed with CA SDM and/or Catalog Container deployment in your environment. . IMPORTANT Take a backup of the configuration files to avoid losing data. This completes the CA Service Catalog Container installation process. Now, you can proceed to update the Containers Configuration files. For more information about how to update the configuration properties, see Containers Configuration Files Deploy CA Service Catalog Containers Perform the following steps to deploy Catalog Containers: 1. Navigate to the extracted casm-docker folder location (Deploy CA Service Desk Manager Containers) and execute the following command: ./generate_secrets.sh Update and confirm the passwords for the following. Note that user credentials are case-sensitive. 242 CA Service Management - 17.3 • • • • Database Admin Password: Enter the database admin password. MDB Admin Password: Enter the mdb admin password. casmadmin user password: Enter the casmadmin password. EEM Admin Password: Confirm the EEM Admin Password (If you have specified EEM_SERVER details in the containers.config file, then only you are prompted for password. • PAM Admin password: Confirm the PAM Admin password, if you have configured PAM_URL in the containers.config, then only you are prompted for password. • Auth Token: Specify the Access_Token generated for the User specified in the container_image.config file. NOTE In case if you want to update the Auth Token (access token) for a user, execute the store_auth.sh utility. 2. Navigate to the extracted casm-docker folder location and execute the following command: ./apply.sh catalog NOTE Execute ./apply.sh with an argument as catalog will deploy only Service Catalog Containers. NOTE In case, if you delete namespace, you must re-execute the apply.sh script and perform all the above steps again. 3. By default, the Service Catalog replica count is set to 0. Run the following command to deploy your first pod. kubectl scale -n casm-docker statefulset catalog --replicas=1 4. Ensure that the pod is up and running and then access the Service Catalog application with ingress URL once the Service Catalog container deployment is complete. Ingress URL: http://<EXTERNAL_HOST>:<INGRESS_PORT>/usm 5. A successful deployment creates one fully functional Service Catalog pod. To scale up the pods, increase the replica count. For example, run the following command to increase the replicas to 2. kubectl scale -n casm-docker statefulset catalog --replicas=2 NOTE The Service Catalog setup utility does not support the reconfiguration of the EEM and MDB details Enable SSL Follow these steps: 1. Open container_recommended.config file. Ensure to set SSL_REDIRECT to true and USE_INGRESS to 1 before proceeding with SSL enablement. 2. Generate a Self-Signed Certificate (for example, catalog-ssl.cert file) and Private Key (for example, catalog-ssl.key) in the Master node of the Kubernetes Cluster by running the following command. openssl req -x509 -nodes -days 365 -newkey rsa:2048 -keyout <KEY_FILE> -out <CERT_FILE> -subj "/CN=<master node host name>/O=<master node host name>" Ex: openssl req -x509 -nodes -days 365 -newkey rsa:2048 -keyout catalog-ssl.key -out catalog-ssl.cert subj "/CN=<master node host name>/O=<master node host name>" 3. Open container.config file and update the following parameters. – SSL_CERTIFICATE_NAME: Name of the SSL/TLS secret. – KEY_FILE: Enter the full path of the key file. For example, /opt/catalog-ssl.key – CERT_FILE: Enter the full path of the certificate file. For example, /opt/catalog-ssl.cert 4. Open containers_recommended.config and update the Ingress port to SSL Ingress Port: For example: INGRESS_PORT=31443 243 CA Service Management - 17.3 5. Navigate to the casm-dockers/kubernetes/casm-docker folder and execute the following command: ./apply.sh catalog 6. Launch the Service Catalog Ingress URL which redirects to https. http://<EXTERNAL_HOST>:<INGRESS_PORT>/usm Import Content Pack Follow these steps: 1. Launch the Service Catalog URL in a node where the NFS server is configured. http://<EXTERNAL_HOST>:<INGRESS_PORT>/usm 2. Log in to Service Catalog as an administrator. To import content pack, navigate to Catalog, Configuration, Content Packs, and click Import. 3. Click Choose File, to select the file to be imported from the nfsshare folder. For example, /usr/local/bin/nfsshare/casm-docker-catalog-filestore-pvc-pvc-9b575948-df2e-4e4f-b078-59cf055f6e1c/ contentpacks/CA Service Management Content Pack 2.0.zip 4. Click Start Import, to import the content pack. 5. Run the following command to restart the pod. kubectl delete -n casm-docker pod catalog-0 CA Service Catalog Container Supported Utilities • • • • • • • • Ant targets - ant create-contentpack, ant generate-merge-config, ant merge-tenants, ant add-spadmin-user ixUtil Commands Safex commands LDAPImporter SeeddataImporter encrypted.sh ImportContentPack CreateContentPack To execute the utilities, perform the following steps: 1. To log in to Service Catalog Container, run the following command. kubectl -n casm-docker exec -it catalog-0 /bin/bash 2. Navigate to /opt/CA/USM location. 3. Execute the shell script using the following cmd: source usm.sh For example, to create an admin user, run the following command. ant add-spadmin-user 4. Now, you can run any of the following ant utilities: – Ant targets - ant create-contentpack, ant generate-merge-config, ant merge-tenants, ant add-spadmin-user – ixUtil Commands – Safex commands – LDAPImporter – SeeddataImporter – encrypted.sh – ImportContentPack – CreateContentPack 244 CA Service Management - 17.3 CA Service Catalog Containers Post-Deployment Configurations Follow these steps: 1. The configuration files of the Service Catalog application deployed in the containers are available inside the nfsshare folder. For example, /usr/local/bin/nfsshare/casm-docker-catalog-conf-pvc-pvc-36eafe4f-a649-4082-ab5a-50b9ef51633e 2. The existing Service Catalog configurations can be applied to Service Catalog containers. For example: update /usr/local/bin/nfsshare/casm-docker-catalog-conf/server.xml file with existing %USM_HOME%/view/conf/ server.xml file content. 3. (Optional) If Service Catalog is accessed from applications like ServicePoint, SharePoint and so on, then you must perform this step. a. Navigate to the folder 90-catalog and update the respective parameter values for the parameter name "cors.allowed.origins" and "cors.support.credentials". b. Search the parameter name "cors.allowed.origins" and update the respective parameter value as shown below: <param-name>cors.allowed.origins</param-name> <param-value>http://<EXTERNAL_HOST>:<INGRESS_PORT </param-value> c. Search the parameter name "cors.support.credentials" and update the respective parameter value to true as shown here. <param-name>cors.support.credentials</param-name><param-value>true</param-value> d. Search the parameter name "cors.support.credentials" and update the respective parameter value to true as shown here. <param-name>cors.support.credentials</param-name> <param-value>true</param-value> e. Reapply catalog config maps by executing following command from the extracted casm-docker folder location: ./apply.sh catalog f. Scale the POD if the replica of catalog pod is 0. kubectl scale -n casm-docker statefulset catalog --replicas=1 4. (Mandatory) Update the server.xml file located at USM_HOME\view\conf. Add the below attributes to HTTP and HTTPS connector tags to allow below characters which are mandatory for the application to work. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" For example:  <Connector port="XXXX" disableUploadTimeout="true" URIEncoding="UTF-8" .. .. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" />  <Connector port="XXXX" disableUploadTimeout="true" URIEncoding="UTF-8" .. .. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" /> Tomcat server.xml allows special characters in Hex code format in relaxedPathChars and relaxedQueryChars. For more information, see the following special characters and their respective Hex codes: 245 CA Service Management - 17.3 Special Character Name Special Character Hex Code Backslash \ \ Grave accent ` ` Double quotes " " Less than < < Greater than > > Enable SAML Authentication for CA Service Catalog Containers To enable SAML authentication for CA Service Catalog, see Enable SAML Authentication for Service Catalog Perform the following steps to enable SAML Authentication in Tomcat Web Servers for CA Service Catalog Containers: 1. Ensure that SSL is enabled for CA Service Catalog. For more information see, Enable SAML Authentication for Service Catalog 2. Navigate to CA Service Catalog folder (90-catalog) where you have extracted the casm-docker folder. For more information, see Deploy CA Service Management Containers 3. Ensure that the following information is present in the “webxml-config-map.yaml”. Verify the configuration under the <!—Add filter here --> statement: <filter> <filter-name>FederationFilter</filter-name> <filter-class>com.auth10.federation.WSFederationFilter</filter-class> <init-param> <param-name>login-page-url</param-name> <param-value>main.jsp</param-value> </init-param> <init-param> <param-name>exclude-urls-regex</param-name> <param-value>/images/|/js/|/css/</param-value> </init-param> </filter> 4. Verify the configuration under the statement: <filter-mapping> <filter-name>FederationFilter</filter-name> <url-pattern>/*/url-pattern> </filter-mapping> 5. Close the webxml-config-map.yaml file. 6. Reapply CA Service Catalog configuration maps. Run the following command from the location where you have extracted the casm-docker zip file. For more information, see Deploy CA Service Management Containers. NOTE Ensure that all pods are removed (scale it down to 0) before running the apply.sh script. ./apply.sh catalog 7. Scale the Pod if the replica of catalog pod is 0. kubectl scale -n casm-docker statefulset catalog --replicas=1 246 CA Service Management - 17.3 Troubleshooting Incorrect Data for SAML Properties in CA Service Catalog Containers If you provide incorrect data or values for SAML Properties for CA Service Catalog as shown here, you will not be able to login to the CA Service Catalog Interface. To troubleshoot this, perform the following steps: Navigate to the location where you have extracted the casm-docker zip file. 1. Open the webxml-config-map.yaml and locate <FederationFilter> under !—SAML Auth Filter and comment the entire filter section in the following statement: filter> <filter-name>FederationFilter</filter-name> <filter-class>com.auth10.federation.WSFederationFilter</filter-class> <init-param> <param-name>login-page-url</param-name> <param-value>main.jsp</param-value> </init-param> <init-param> <param-name>exclude-urls-regex</param-name> <param-value>/images/|/js/|/css/</param-value> </init-param> </filter> 2. In webxml-config-map.yaml, locate <FederationFilter> under !—SAML Filter Mapping--> and comment <filtermapping> <filter-mapping> <filter-name>FederationFilter</filter-name> <url-pattern>/*</url-pattern> </filter-mapping> 3. Close the webxml-config-map.yaml file. 4. Reapply catalog config maps by executing following command from the extracted casm-docker folder location: ./apply.sh catalog CA Service Catalog Containers - Performance Optimization This article describes how to optimize Catalog Containers performance to achieve maximum efficiency. 1. What is CATALOG_MEMORY? This is the heap memory required for the Java application to run in CA Service Catalog. This is equivalent to wrapper.java.initmemory or wrapper.java.maxmemory. 2. What is minimum CATALOG_MEMORY value required in a development or test environment? Minimum value is 2048M. Set this value in your development or test environment to start the application and test the functionality. 3. What is the recommended value for CATALOG_MEMORY in production? The recommended value in a production environment is 8192M. 4. What is CATALOG_POD_MEMORY? This is the memory allocated to a POD and resources in a container to run the application. This value must be at least 25% greater than the CATALOG_MEMORY. 5. What minimum value for CATALOG_POD_MEMORY in a test or development environment? The minimum value is 2560Mi. Set this value in your development or test environment to launch CA Service Catalog and test functionality. 6. What is the recommended value for CATALOG_POD_MEMORY in production? The recommended value in production environment is 10240Mi. 7. What is CATALOG_CPU? CATALOG_CPU indicates the number of CPU cycles for CA Service Catalog. 247 CA Service Management - 17.3 8. What is the minimum value for CATALOG_CPU in a test or development environment? The minimum value is 2 CPU cycles. 9. What is the recommended value for CATALOG_CPU in production? The recommended value in a production environment is 5000m. 10. What is CATALOG_POD_CPU? This value is allocated to POD and resources to launch CA Service Catalog. This value must be at least 25% more than the CATALOG_CPU value. 11. What is the minimum value for CATALOG_POD_CPU in a test or development environment? The minimum value is 2500m. This value can be set in your development or test environment to launch CA Service Catalog and test functionality. 12. What is the recommended value for CATALOG_POD_CPU in production? The recommended value in a production environment is 7000m. 13. What is MALLOC_ARENA_MAX_VALUE? This value restricts the number of memory arenas and binds the virtual memory. The value ranges from 1-8. This value can be configured in the recommended.configuration file. For more information, see containers_recommended.config file. 14. What is the recommended value for MALLOC_ARENA_MAX_VALUE? The recommended value is 4. Consider the following: – If a user gives a high value for MALLOC_ARENA_MAX_VALUE (for example: 8), the response time will be good but chances of application running Out of Memory (OOM ) is high. To avoid this, provide a higher value to CATALOG_POD_MEMORY. 15. What is MAX_DB_CONNECTIONS_VALUE? This value refers to the maximum database connections that can be allocated to a pool. This is equivalent to "DBSource.maxtotal" in config.properties file. 16. What is the recommended value for MAX_DB_CONNECTIONS_VALUE? The recommended value is 2000. 17. How to update server.xml to change maxThreads count? To scale up the number of concurrent users increase the maxThreads count to 2000. In the Persistent Volume location, navigate to /opt/ca/catalog_conf folder. Open the server.xml file and change the maxThreads from 400 to 2000. 18. How to update ehcache.xml to improve performance? In the Persistent Volume location, navigate to /opt/ca/catalog_conf folder. Open ehcache.xml and set the following values: a. system.form.cache: Set the values for maxBytesLocalHeap to 50M and timeToIdleSeconds to 28800, timeToLiveSeconds to 36000. b. tenant.cache: Set the values for timeToIdleSeconds to 28800, timeToLiveSeconds to 36000 Enable SAML Authentication for CA SDM In Ingress This article describes how to enable SAML authentication for CA Service Desk Manager (SDM) in Ingress. NOTE Ensure that you SSL is enabled in Ingress. Configure the web.xml file. Update the web.xml file in $NX_ROOT/bopcfg/www/CATALINA_BASE/webapps/CAisd/WEB-INF/web.xml. 248 CA Service Management - 17.3 Perform the following steps: 1. Update web.xml.tpl file from samples directory. Run the new script as follows: pdm_symlinks.sh -cp $NX_ROOT/samples/pdmconf/web.xml.tpl 2. A new file will be created in $NX_ROOT/symlinks/samples/pdmconf/web.xml.tpl 3. Copy and paste the following configuration under thestatement: <filter> <filter-name>FederationFilter</filter-name> <filter-class>com.auth10.federation.WSFederationFilter</filter-class> <init-param> <param-name>login-page-url</param-name> <param-value>main.jsp</param-value> </init-param> <init-param> <param-name>exclude-urls-regex</param-name> <param-value>/images/|/js/|/css/</param-value> </init-param> </filter> 4. Copy and paste the following configuration understatement: <filter-mapping> <filter-name>FederationFilter</filter-name> <url-pattern>/*</url-pattern> </filter-mapping> Configure the federation.properties File Perform the following steps: 1. Run the new script as follows: pdm_symlinks.sh -cp $NX_ROOT/bopcfg/www/CATALINA_BASE/shared/resources/federation.properties 2. New file is created in /opt/CAisd/symlinks/bopcfg/www/CATALINA_BASE/shared/resources/federation.properties 3. Define the following details related to Identity Provider and CA Service Desk Manager: a. federation.trustedissuers.issuer: Define the Identity Provider URL For example:Siteminder NOTE http://<siteminderURL>/affwebservices/public/wsfeddispatcher For example: ADFS NOTE https://<trusted_issuer_URL>/<identity_provider>/ls/idpinitiatedsignon.aspx b. federation.trustedissuers.thumbprint Define the value of the certificate thumbprint provided by the Identity Provider. You must specify the thumbprint from "token-signing" section of the certificate. Example: 0214c3035d002505b9e5e672a117d9bf5c5d4d02 NOTE The certificate you want to use to configure the Identity Provider must be SHA-256 signed. The thumbprint you use from the SHA-256 certificate must be the SHA-1 thumbprint. c. federation.trustedissuers.friendlyname Define a common name for the Identity Provider. For example: ADFS 249 CA Service Management - 17.3 NOTE TestIP - <trusted_issuer_URL> For example: Siteminder NOTE TestIP d. federation.audienceuris Define the URI of the application from where to accept the tokens. For example: https://<SDM_HOST>:<SDM_TOM_SSL_PORT>/CAisd/pdmweb.exe|https://<SDM_HOST>:<SDM_TOM_SSL_PORT>/CAisd/ pdmweb.exe e. federation.realm Define the location from where the tokens are sent. For example: f. https://<SDM_HOST>:<SDM_TOM_SSL_PORT>/CAisd/pdmweb.exe federation.enableManualRedirect Define if you want to enable manual redirection of the token. Set the value as True to enable the manual redirect and set the value as False to disable the manual redirect. Default: false. g. federation.reply Define the URL of the location that receives responses. For example: https://<SDM_HOST>:<SDM_TOM_SSL_PORT>/CAisd/pdmweb.exe 4. Save and close the file. Recycle the Pod To persist the changes in the files (web.xml and federation.properties file), recycle the pods. After pod is recycled, your changes can be seen in $NX_ROOT/bopcfg/www/CATALINA_BASE/webapps/CAisd/WEB-INF/web.xml. $NX_ROOT/bopcfg/www/CATALINA_BASE/webapps/CAisd/WEB-INF/web.xml. $NX_ROOT/bopcfg/www/CATALINA_BASE/shared/resources/federation.properties Launch CA SDM and enable the external user authentication for the user role that you want to allow the SAML based SSO access. For more information, see Enable SAML Authentication for xFlow Interface. Enable SSL for CA Service Management Containers in Ingress Enable HTTPS (SSL) at the Ingress Level to Support Microservices and SDM Application Servers NOTE Out-of-the box CA SDM container deployment with SSL in Ingress is supported only for CA SDM Application Servers. For SDM Background and Standby Servers, Administrators must enable SSL by creating Ingress, one for each server. Kubernetes Administrators can make use of the "casm-sdm" as a sample Ingress, and remove the non-relevant backend path to update the serviceName to use the correct service linked to a server. To enable HTTPS for CA Service Management Containers, perform the following steps: 1. Ensure that you have updated the containers.config file with the following changes. For more information, see a. SSL_REDIRECT=true b. SSL_CERTIFICATE_NAME="ssl-certificate" 250 CA Service Management - 17.3 c. KEY_FILE="05 - ingress-nginx/certs/certificate.key" d. CERT_FILE="05 - ingress-nginx/certs/certificate.crt" e. INGRESS_PORT=31443 2. To generate a self-signed certificate, run the command to generate the key and crt files: openssl req -x509 -nodes -days 365 -newkey rsa:2048 -keyout "${KEY_FILE}" -out "${CERT_FILE}" -subj "/CN= ${EXTERNAL_HOST}/O=${EXTERNAL_HOST}" 3. To use a trusted Certificate Authority certificate copy the files received and name as: KEY_FILE and CERT_FILE NOTE You may be required to combine the intermediate crt file with the certificate for the domain, you can append the content of the intermediate certificate at the end of the domain certificate using the "cat" command. 4. Run the apply.sh script. Adding the SSL Certificate to a Microservice Trust Store For microservices to connect to HTTPS enabled components, the HTTPS certificate needs to be exported and imported into the user's trust store. For example, when insights microservice connects to HTTPS enabled Jasper server, you are required to import the certificate in Jasper Server certificate in incident microservice trust store. Or when Virtual Analyst is used, you are required to import the ingress HTTPS certificate in collaboration microservice trust store. To add the SSL certificate to microservices trust store, perform the following steps: 1. Save the HTTPS Certificate to a cer file, open a browser window to navigate to HTTPS url site and export the certificate. 2. Import the HTTPS certificate extracted from Step 1 into a keystore. Run the following command: keytool -importcert -alias alias -file <name_of_cert>.cer -keystore <truststore>.jks -storepass <KeyStorePassword> 3. Navigate to the folder where the certificate was generated and import the certificate into kubernetes as a secret. Run the following command: kubectl create secret generic <the_name_of_the_secret> -n <namespace_name> --from-file <truststore>.jks 4. Update the desired statefulset YAML file to map the secret to a file by performing the following steps. Ensure that the yaml format is kept intact: a. In "volumes" add the following: - name: mytruststore secret: secretName: <the_name_of_the_secret> b. In "volumeMounts" add the following: - name: mytruststore mountPath: /opt/CA/certs c. In "env" add the following: - name: JAVA_OPTS value: >-Dapplog.path=/opt/CAisd/log -Djavax.net.ssl.trustStore=/opt/CA/certs/<truststore>.jks -Djavax.net.ssl.trustStorePassword=<KeyStorePassword> 251 CA Service Management - 17.3 NOTE -Dapplog.path=/opt/CAisd/log must be passed in JAVA_OPTS. d. Restart all running PODs with the updated statefulsets so that pods are recreated with the new configuration. Enable SSL for CA SDM Visualizer To enable SSL for Visualizer, perform the following steps: 1. Login to the desired pod where you want to enable SSL for visualizer and run the following command: kubectl -n casm-docker exec -it sdmapp-XXXXX bash 2. Backup the cmdbvisualizerconfig.properties.tpl file. Run the following command: cp /opt/CAisd/bopcfg/www/CATALINA_BASE_VIZ/webapps/CMDBVisualizer/WEB-INF/classes/com/ca/cmdbvisualizer/ config/cmdbvisualizerconfig.properties.tpl /opt/CA/ServiceDeskManager/symlinks/bopcfg/www/ CATALINA_BASE_VIZ/webapps/CMDBVisualizer/WEB-INF/classes/com/ca/cmdbvisualizer/config NOTE You may need to create a destination folder. 3. Edit the cmdbvisualizerconfig.properties.tpl file and replace USD_WEBSERVICE_URL_REPLACE with https:// LoadBalancer_ingres_URL:31443/axis/services/USD_R11_WebService where LoadBalanger_ingress needs to be replaced with your ingress: vi /opt/CA/ServiceDeskManager/symlinks/bopcfg/www/CATALINA_BASE_VIZ/webapps/CMDBVisualizer/WEB-INF/ classes/com/ca/cmdbvisualizer/config/cmdbvisualizerconfig.properties.tpl 4. Backup web_data.dat file to the symlinks/data folder: cp /opt/CA/ServiceDeskManager/data/tagged/web_data.dat /opt/CAisd/symlinks/data/tagged NOTE You may need to create a destination folder. 5. Edit the file in a text editor and change "http" references in that file to "https": vi /opt/CAisd/symlinks/data/tagged/web_data.dat 6. Save the file. 7. Delete the pod to restart the pod. Add the SSL Certificate to CA SDM Trust Store Perform the following steps: 1. Run the following command: kubectl -n casm-docker exec -it sdmapp-XXXXX bash 2. Save the HTTPS Certificate to a cer file, open a browser window to navigate to HTTPS URL site, and export the certificate. 3. Copy the certificate files and intermediate certificates to the below folder of the configured pod: mkdir -p /opt/CA/ServiceDeskManager/symlinks/pdmconf 4. Backup current CA Cert to symlinks/pdmconf/cacerts: cp -p /usr/lib/jvm/adoptopenjdk-11-hotspot/lib/security/cacerts /opt/CA/ServiceDeskManager/symlinks/ pdmconf/cacerts 5. Import the certificate into the backed cacerts file in step 4: keytool -importcert -trustcacerts -keystore /opt/CAisd/symlinks/pdmconf/cacerts -storepass changeit file /opt/CAisd/symlinks/pdmconf/foo.cer -alias foo.cer NOTE Repeat the above step for any additional certificates (example: intermediate, root) that need to be imported. 6. Backup NX.env.tpl file for customization purposes to the symlinks/pdfconf folder. Run the following command: cp /opt/CAisd/pdmconf/NX.env.tpl /opt/CAisd/symlinks/pdmconf 7. Edit NX.env.tpl and add the following arguments to all NX_JAVA_OPTIONS and NX_JAVA_OPTIONS_* options: 252 CA Service Management - 17.3 -Djavax.net.ssl.trustStore=/opt/CAisd/symlinks/pdmconf/cacerts -Djavax.net.ssl.trustPass=changeit 8. Save the file. 9. Delete the pod to restart the pod. Upgrade and Migration Considerations Upgrade or Migration Considerations Consider the following if you are upgrading from an earlier version of CA Service Management to 17.3: For information about how to upgrade from earlier versions of CA Service Management, see Upgrading. • Supported Upgrade Paths: CA Service Management 14.x, 17.x • The recommendation is to carry out all the procedures listed in this article on a test environment, followed by • deployment on a production environment Take a backup of your database and customizations before you perform the documented procedures in this article. Migrate your Non-Containerized SDM Environment to Containerized Environment To migrate your non-containerized environment to 17.3 containerized environment, perform the following steps: • Copy the site\mods and site\attachments directories that you backed up from current production and put it in your persistence storage location folder. Use the persistent volume with a name similar to: /<NFS_SHARE_LOCATION>/casm-docker-nxroot-all-pvc-<XXXX-XXXX-XXXXX> • After migration, see how to Deploy CA Service Management Containers. Migrate your Non-Containerized Service Catalog Environment to Containerized Environment To migrate your non-containerized environment to a 17.3 containerized environment, perform the following steps. 1. Backup the existing MDB, filestore (%USM_HOME%\filestore), conf (%USM_HOME%\view\conf), EEM. 2. Deploy the CA Service Catalog with the existing mdb, CA EEM, and CA Process Automation details. 3. To merge existing Service Catalog customization to 17.3, see how to Set Up Shared and Customized Files. NOTE The Service Catalog 17.3 filestore content is deployed inside the nfsshare folder (/<NFS_SHARE_LOCATION>/ casm-docker-catalog-filestore-pvc-<XXXX-XXXX-XXXXX> For example, /usr/local/bin/nfsshare/casm-docker-catalog-filestore-pvc-pvc-9b575948-df2e-4e4fb078-59cf055f6e1c/. 4. To update the existing configurations, see CA Service Catalog Containers Post-Deployment Configurations. NOTE Accounting functionality does not work as expected in the containers. We recommend using this functionality through existing Service Catalog deployment. Supported and Non-Supported Use Cases This section contains the following articles: 253 CA Service Management - 17.3 Supported Use Cases • • • • • • • • Fresh/ new installation of CA Service Management 17.3 Upgrade from CA Service Management 14.1, 17.1, and 17.2 All Service Catalog customization SSL Authentication SAML Authentication Integration with PAM & EEM LDAP Integration Multi active directories Non-Supported Use Cases NOTE If you have deployed CA Service Management Containers with an instance of CA EEM Server, do not refer the same CA EEM server instance while installing CA Service Management 17.3 through the common installer. • Common Administration Framework (CAF) • Datamart in Insights • DMZ environment is not supported. You cannot host any server outside of firewall, all servers must be inside the • • • • • • Kubernetes environment. Service Catalog setup utility NTLM Authentication CA SDM Containers does not support Japanese with Microsoft SQL Server Database. Service Catalog Accounting Module Auto-integration with ITAM Multi tenancy mapping using merge tenant utility (ant merge-tenants) 254 CA Service Management - 17.3 New CMDB Visualizer CA CMDB Visualizer is now updated with modern technology to replace Adobe Flash Player and to provide better user experience and performance. CA Service Management updates ensure that your usage of CMDB Visualizer is not impacted due to the end of support for Adobe® Flash® from respective browsers after December 31st, 2020. Check out the CMDB Visualizer updates in this article. • CMDB Visualizer Administration Interface • CMDB Visualizer • Configuring CMDB Visualizer CMDB Visualizer Administration Interface Use the CMDB Visualizer administration interface to perform the following functions: NOTE For Oracle cluster, set the isClusterEnv setting to "true" in the application.conf file of CMDB viz (for example: C: \Program Files (x86)\CA\Service Desk Manager\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer \WEB-INF\classes\application.conf). NOTE The functions described in this article are only available to roles with administrative privileges. IMPORTANT To access CA CMDB Visualizer, ensure that the URL name is consistent for all CA Service Management products (including FQDN, if any) as 'vizserver' value in casm.conf.js (NX_ROOT\bopcfg\www \CATALINA_BASE_VIZ\webapps\CMDBVisualizer\viz-ux\conf\casm.conf.js). 1. 2. 3. 4. Install and configure the Visualizer server. Modify the display of CI status and relationships. Create and manage administrative filters. Create and manage Visualizer CI graphics. NOTE In case of CA SDM secondary servers, the Database (SQL Server or Oracle) Client software must be installed. A local domsrvr must be used for the sdm.domsrvr.viz setting in application.conf and ensure that you have opened the database port for CMDB Visualizer. Visualizer uses the database connection for initial cache loading and performance improvement. If you do not want to expose the database connection to an external network, it is recommended that you plan to have the CA SDM secondary server in a DMZ network. The Visualizer Web App comes with a configuration file called application.conf. The following settings can be configured by an Administrator. sessionTimeout - User session timeout, in minutes. Default value = 60 expirationCheckInterval - Interval time, in minutes, to check for expired sessions. NOTE Expired sessions are not removed at the exact time but instead when the expiration check finds it. Default value =5 NOTE The color is not changed on the hue or color sliding bar in graph, you must select the color in the large palette above the hue slider bar. This is an expected behavior with the slider when the initial color is #000000 or #fffff (grey scale colors). This is a limitation with the angular component. 255 CA Service Management - 17.3 CMDB Visualizer Administration Interface provides the following functions: Find CIs by Assets and Attributes NOTE To disable CIs and Asset search, disable the Enable Asset Search toggle option on the Visualizer administrative interface. You can search for CI (and asset) attributes to locate and manage CIs in your database. It mainly consists of the following: Perform the following steps: 1. Type the search criteria in "Find CIs" Search pane on the top right pane of Visualizer graph. The Search Results tab displays all CIs/Assets that match your search criteria. • Primary: Primary fields focus your search that is based on the following basic CI attributes. • Network: • • Network fields search on the following common CI attributes for network addressing. Assets: Asset fields search on the following basic CI/asset attributes. Maintenance: Maintenance fields provide searching on CI attributes for the following maintenance tasks. For more information, see the following topics. • Configuration • Filters Configuration The CMDB Visualizer Configuration tab allows for modifying server setting and displaying Configuration Items (CIs). Login to CA CMDB. Select the Configuration option from the Left Menu tree to configure the following options in a graph: 1. Display Settings: Provides the following options to set CI labels in a graph: a. Number of Lines to Display for CI Labels: Based on the specified number, CI Label will display in the graph. Example: If 3 is specified, the label will display in 3 lines in a graph. b. Characters per Line for CI Labels: Specify the Characters for CI labels in a graph. For example: If 10 is specified, after 10 characters, the label will display in a new line. c. Display Relationship Label: Enable or disable this option as per your requirement. If you disable this option, CI relationships are not displayed in a graph. d. Relationship Label Length: Specify the CI relationship label length - maximum number of characters in which graph relationship label will be displayed. e. CI Relationships to (Default value): Used to specify the default number of levels with which the graph will be displayed. f. Enable Asset Search: If enabled, you can search for assets or CIs. Relationship Style Use this option to define relationship characteristics in a graph. Select the Relationship from the list. Select the option to differentiate a relationship in a graph via line color and line thickness. Use Preview to visualize how the graph will be displayed in real-time with the specified options. 256 CA Service Management - 17.3 CI Status Use this option to define CI graphical characteristics. User can select CI configuration Status Image along with Image color. User can Preview CI configuration status with selected color and category. Filters CA CMDB Visualizer provides built-in analysis filters, and an ability to create filters. Filters support CI families, relationship types, and other attributes. Admin and Non-Admin Filters are supported. However, in administrator mode, only admin filters are shown, while all other filters are shown in non-admin mode. NOTE While rendering filter with "populate from graph" peer attributes is shown only when there is a peer relationship among nodes. To apply peer relationship on a selected graph, uncheck "populate from graph" and add the peer attributes and apply it on a graph. The graph is displayed with peer relations. IMPORTANT CMDB Visualizer supports both JSON and FormData for creating and editing filters. By default, JSON is used. If administrators have a requirement to switch to FormData, set the isFilterObjJsonTyp value to false. By default, it is set to true in casm.conf file in <NX_ROOT>\bopcfg\www\CATALINA_BASE_VIZ\webapps \CMDBVisualizer\viz-ux\conf\casm.conf.js . Admin and Non-Admin Filters Admin and Non-Admin filters support the following: • • • • Create Filters View Filters Edit Filters Delete Filters Non-Admin Supported Filters Non-Admin Filters are of the following types: • Load Filter Options from Graph • Apply Saved Filter on Graph Filters support the following attributes: • • • • • • • • • • • Family Classes Status Location Provider Relationships Dependent Relationships Peer Relationships Other Relationship Model Manufacturer Maintenance Vendor 257 CA Service Management - 17.3 Create Filters CA CMDB Visualizer provides built-in analysis filters, and you can create filters for your business needs. NOTE Users can create a maximum of 200 filters in the filter pane. Even if you create more than 200 filters, the filter popup shows only only 200 filters. The additional filters cannot be accessed. NOTE The color is not changed on the hue or color sliding bar, you must select the color in the large palette above the hue slider bar. This is an expected behavior with the slider when the initial color is #000000 or #fffff (grey scale colors). This is a limitation with the angular component. Follow these steps: 1. Click the New Filter button. The Filter Wizard launches. 2. Name the filter and select one of the following filter types: a. Browse Displays the unfiltered display of all related CIs. b. Impact Analysis With the focal CI as provider, shows the CIs that are affected when any change occurs to the focal CI. c. Root Cause With the focal CI as dependent, shows the CIs that could be the root cause for the focal CI to go down or can affect the focal CI's behavior. d. Cause and Effect CIs Combination of Root Cause and Impact Analysis. From the focal CI, shows all the CIs that could be the root cause. Or shows the CIs that could be affected when a change occurs to the focal CI. e. Trace Relation Displays all possible relationships among focal CIs, based on the Levels setting. If the graph has only one focal CI, applying this filter displays only the focal CI. f. Shortest Path Displays the shortest chain of relationships among focal CIs, based on the Levels setting. If the graph has only one focal CI, applying this filter displays only the focal CI. NOTE In addition to the predefined filters, any available administrator-defined and user-defined filters display. 3. Click Save & Finish. The filter is created. CMDB Visualizer This article describes the following CMDB Visualizer Interface optimizations from an end-user perspective: CA CMDB Visualizer provides a graphical interface with toolbars and a graphical canvas. You can click the button on the left side of the canvas to display the retractable Search pane. NOTE Visualizer uses the space bar to select or confirm an operation. For example, if the focus is on a button, then instead of pressing Enter, press the space bar. 258 CA Service Management - 17.3 Graphical Interface CDMB Visualizer Graphical interface provides the following capabilities: 1. A way to create, manage and apply analysis filters. 2. Change the graphical layout and number of CI levels to be displayed. 3. Select CIs for graphical viewing and right-click to provide various functions, including the ability to view and modify CI properties. 4. Use the Toolbar icons to provide various functions. 5. Zoom in to view areas of interest, or zoom out to see the larger context. 6. Use the Full Screen Mode to display a larger work area. NOTE When you enable Full-Screen mode, you cannot use the keyboard functionality. Search for CIs by Attributes. For more information, see the following topics: • Visualizer Graphs • Change Icons of CIs on Visualizer Visualizer Graphs This article contains the following topics: Open Graph 1. Click Open Graph on the toolbar. The Open Graph list displays graphs with saved metadata. 2. From the list, complete one of the following actions: – Double-click a graph item. – Select a graph and click Open. The graph is rebuilt based on its saved metadata and its current CMDB data. Follow these steps: 1. Click Open Graph on the toolbar. The Open Graph list displays graphs with saved metadata. 2. Select the graph from the Open Graph list. 3. Click Delete. The graph is deleted. Invert Graph By default, Visualizer displays Provider CIs at the top and Dependent CIs at the bottom, relative to the Focal CI. Follow these steps: 1. Click the Invert Graph button to reverse this arrangement to a vertical axis. You can view the data from a different perspective. Find CIs on the Graph You can find specific CIs to display as nodes on the graphical display. Use the Find CIs button to open a new window over the graph to prompt for what string to match. The Find string is matched using graphical node attributes such as the CI name and family. Find shows the count of CIs which matched the users input criteria. The count is displayed in the bottom left corner. 259 CA Service Management - 17.3 Follow these steps: 1. Select the nodes to use from the Find CI results. 2. Click Select On Graph. The selected CIs display. For more information about finding CIs by Assets and Attributes, see CMDB Visualizer. Show Graph for a Single CI Follow these steps: 1. On the Visualizer graph, select a CI to serve as the focus of the analysis. 2. Right-click the CIs menu and select Make Focal CI. The selected CI becomes the Focal CI in the Visualizer. Its associated relations display, including the configured number of levels. Add Multiple CIs to Graph Follow these steps: Make Focal CI, Add to Graph, or drag-and-drop CIs from the following sources: • • • • Search Results Scratchpad Saved graphs Hidden CI list NOTE Users can add maximum of 10 focal CIs or 10 graphs. Create Relationships CMDB Visualizer now provides the ability to define Relationship between existing CIs via the CMDB application without the need to be taken away from the context to define relationships from the CA SDM Interface. The established/defined relationship is reflected immediately in the graphical interface without reloading the graph. For more information, see Working with CIs in Visualizer Perform the following steps: 1. Select one or multiple (only two) CIs that are displayed on the graph, right click the context menu and select Create Relationships to define relationships between CIs. 2. From the New Configuration Item Relationship dialog box, fill in the following: For example: Relationship Type: deploys between the selected two CIs. 3. Click Save. Relationship is created between two CIs. Filters - Adhoc Analysis CMDB visualizer now provides the ability to preview and perform Adhoc analysis of graphs. Users can now filter the graph on multiple attributes of a CI and view a preview of the graph with the applied filter. This capability enables users to filter large graphs and perform Adhoc analysis without being forced to save the filter. 260 CA Service Management - 17.3 • Open a CI in Visualizer or search for CI and drag it on to the graph. • Click Filter to select the attributes that are needed for your analysis. By default, the attributes are populated from the • • • • underlying graph. You can unselect the option to view all the attribute values. Click Preview to view a graph based on the selected attribute values. To modify your selection, click Filter again and preview the changes. To reset the selections to the default state, click Reset. To save a filter, click filter and provide the name of the filter and click Save and Apply. NOTE Actions like addition of CIs to a graph, display levels change, switching of the view can be done while the filter is still not saved. Visualizer provides alerts for unsaved filters. Layouts Layout The Layout drop-down list lets you switch your CI display between two different layout options, depending on your analysis needs. The following types of layouts are available: • Hierarchical • Circular Hierarchical Layout Use a hierarchical layout when you want to view related CIs that can be logically distant from the focal CI. Circular Layout You use a circular layout when you want to emphasize all relationships closest to a focal CI. Change Levels You can change the number of levels of CIs that are displayed relative to the focal CI. The maximum number of levels that are allowed is nine. The default value is two levels, which you can modify by using the Administration interface. Follow these steps: 1. Click the Levels drop-down list. The numbered levels appear. 2. Select the number of levels that you want. The graph adjusts to reflect the new setting.. Change the Number of Levels of CIs You can change the number of levels of CIs that are displayed relative to the focal CI. The maximum number of levels that are allowed is nine. The default value is two levels, which you can modify by using the Administration interface. For more information about how to create Filers, see Filters. Using the Visualizer Toolbar This article contains the following topics: The topic describes the Visualizer toolbar features that are available when the CA SDM server with Visualizer is running. 261 CA Service Management - 17.3 NOTE Select Overview to zoom in on a certain area of the graph. Overview section helps users to focus and highlight particular CI/CIs from rest of the CIs on a graph when graphs have multiple CIs (ranging from 2 to 2000 or more). Launch Visualizer in CI Context Follow these steps: 1. In the CA SDM web interface, navigate to a CI List, or Search for the CIs to analyze. The CI List displays. 2. Click a CI of interest. The CI Detail page is displayed and the Visualizer button is available. If CA CMDB Visualizer was not installed, the Visualizer button is inactive. 3. Click Visualizer. Visualizer starts and the relationships for the focal CI display. Default: Cause and Effect CIs Launch Visualizer with Applied Filter Follow these steps: 1. Navigate to the CI List, or search for the CIs you want to analyze. The CI List displays. 2. Click a CI of interest. The Configuration Item Detail page displays. 3. On the Filters list, select a filter. 4. Click Visualizer. Visualizer starts and the graphical relationships for the focal CI display according to the selected filter. If CA CMDB Visualizer was not installed, the Visualizer button is inactive. Trace Relation with Focal CIs You can trace all relationships between the selected CI and any focal CIs on the graph. Follow these steps: 1. Select a CI on the graph. 2. Right-click and select Trace Relations with Focal CIs. Any relationships are displayed. NOTE If the selected CI is also the only focal CI, only that CI is displayed. Launch MDRs Follow these steps: 1. Right-click a CI on the Visualizer graphical display. A pop-up menu displays. 2. Select the Launch MDR option on the pop-up menu. All external data providers that are associated with the CI appear. 3. Select an application name and click it to start the associated application. Visualizer launches the external MDR application as it is defined in the CMDB. 262 CA Service Management - 17.3 NOTE Visualizer does not validate the external MDR applications credentials and URLs. Hide/Display CIs To promote clearer viewing, you can hide and then redisplay graphed CIs. Hidden CIs are available only for the current graph. When a new graph is generated, or when a Focal CI is set, the Hidden CIs List is cleared. Follow these steps: 1. To select a CI, click it. 2. Right-click the CI and select Hide from the drop-down list. The graph updates so that the CI is hidden. Follow these steps: 1. Click Hidden CIs on the toolbar or status bar. The Hidden CIs list displays. 2. Select one or more hidden CIs from the list and perform one of the following actions: – Click Unhide. – Drag to the graph canvas. – Right-click and select Unhide. The graph updates so that the CIs display. View Change History for a CI Follow these steps: 1. Select the CI you want to view. 2. Click Properties. CA CMDB is launched in context, displaying the CI Detail page. 3. Select the Versioning tab and click Show Log. The tab displays the details of the changes that were made to the CI. Apply a Filter Follow these steps: 1. Build the desired graphical display. 2. Click the Filter drop-down list. The Filter list is displayed. 3. Select a filter from the list. The filter is applied to the graph, which reorients to display the new perspective. Use the Scratchpad To view the Scratchpad, click the Scratchpad button on the Visualizer toolbar. The Scratchpad displays. Follow these steps: 1. Select one or more CIs on the Scratchpad. 2. Complete one of the following actions: 263 CA Service Management - 17.3 – Click the Make Focal CI button on the Scratchpad toolbar. – Drag and drop one or more CIs from the Scratchpad to the graph. – Right-click on a CI and select Make Focal CI. Follow these steps: 1. Select one or more CIs on the Scratchpad. 2. Complete one of the following actions: – Click the Add to Graph button on the Scratchpad toolbar. – Right-click on the CI and select Add To Graph. Follow these steps: 1. Select one or more CIs to delete. 2. Click the Remove button on the Scratchpad toolbar. The CI is deleted from Scratchpad. To synchronize the Scratchpad to the Database, click Refresh. The Scratchpad removes all the CIs that were deleted from the database. To save a CI on the Scratchpad, right-click the CI and select Add to Scratchpad. The CI is added to the Scratchpad. Change Icons of CIs on Visualizer You can change the icon of a CI on the Visualizer. Complete the following: Follow these steps: 1. Navigate to $NX_ROOT \bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\viz-ux\assets 2. Open the serverjpegfamilyimagemap_OOTB.properties file and comment out the line (with a #) that corresponds to the family you would like to change the icon. 3. Navigate to $NX_ROOT \bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\viz-ux\assets 4. Open the serverjpegfamilyimagemap.properties file and add the family class and image name (300002=new_hardware_server.jpg). 5. Add new Image under $NX_ROOT \bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\viz-ux\assets \images\viz_icons. 6. Restart the CA Service Desk Manager service. You have successfully changed the icon of a CI on the Visualizer. Configuring CMDB Visualizer Configure CMDB Visualizer by performing the following: • • • • CMDB Visualizer Resource Management and Performance Tuning Security Configurations Tomcat Logging Troubleshooting CMDB Visualizer CMDB Visualizer Resource Management and Performance Tuning This article describes how CA SDM Administrators can manage CMDB resources (like database connection, usersessions, nodes, data retrieval, configurations and so on) and thereby, optimizing the performance of CMDB. To change the default configurations, open the application.conf file from where you have installed CMDB: Web-INF/classes/ application.conf . 264 CA Service Management - 17.3 Few of these attributes that Administrators can change in the application.conf file are explained below: 1. app: a. name = "CMDB Visualizer" Specifies the name of the application in log file. for example, CMDB Visualizer. NOTE This string only shows up in the log files and is not intended for Customization. b. sessionTimeout = 60 (in minutes): Specifies the user idle time for logged-in user in the visualizer app before the session times out. Session timeout is specified in minutes. c. expirationCheckInterval = 5 Interval time (in minutes) to check for expired sessions. Expired sessions will not be logged out at the exact time but instead when the expiration check interval is reached. IMPORTANT The recommended value is 5 minutes. Anything less than this value impact system performance, so this value must be changed judiciously. This value will add up with the timeout value (max time lag). 2. Graph Node Configurations: This is a Configuration Item (CI). Specifies the following values to be applied to a CMDB Graph Node. a. filter = "inactive=0" Specifies the filter to be applied while fetching the nodes and is applied only during initial loading when indexbased loading is disabled. When system starts up we preload some CMDB graph nodes data into cache and this is a filter condition to filter out what nodes will be part of pre-load data. If 'indexBasedLoading' is 'on', this value is ignored. b. maxFetchSize = 1000 Specifies maximum number of records in a single query during initial load. During system starup, the database query is split for node initial load based on this value. c. indexBasedLoading = off To persist the most used Nodes data, so that system restart can pre-load these nodes. NOTE This requires the indexFilePath value to be configured by Administrators. Ensure that the file exists. d. Index File Path: Complete path must be provided, relative path does not work. For example: indexFilePath = "C:\ \Program Files (x86)\\CA\\Service Desk Manager\\site\\nodes.index". To be configured by administrators and they need to make sure that the file exists. e. maxIndexEntries = 100000 Maximum number of nodes in the index file '. The maximun number of nodes that will be persisted to thendexFilePath' file f. indexFileWriteInterval = 30 Specifies the interval to write the cached ID values to index file (in Minutes). It is frequency of writing the nodes data to the 'indexFilePath' file. g. maxNodeLoadOnStartUp = 100000 Specifies the maximum number of nodes to load into cache on system startup. if 'indexBasedLoading' is 'on' then this value will be ignored. 3. sdm.domsrvr.viz = domsrvr Specifies the domsrvr list to connect to Visualizer. If the number of active visualizer users are more than the specified supported user count per domsrvr. For example: If a single domsrvr supports 75 Visualizer Analysts, you get a better response . If you plan to use more than 150 Visualizer Analysts, then you need two domsrvrs (specify with comma separated values). NOTE Domsrvr configured in this variable must be local to that machine. For all SDM servers "domsrvr" is local except in case of secondary servers. 265 CA Service Management - 17.3 4. sdm.log4jRefreshInterval = 300000 (in milliseconds) Specifies the time interval value to check for log level changes for Slump logging. Value is specified in seconds. 5. db: Contains database details. a. defaultDB = "default" CAUTION Do not change this value, else system will fail to start. b. maxFetchSize = 100000 Maximum number of records that can be fetched from the database in a single query. It can be fine tuned as appropriate. However, It is not recommended to change this value. c. inClausePlaceHonderCount = 1000 Maximum number of items to be part of IN CLAUSE when fetching data from database . d. initialPoolSize = 8 Number of active database connections to be used by Visualizer during system startup. e. maxPoolSize = 12 Maximum number of active database connections to be used by Visualizer (can be increased or decreased based on data load requirements). f. cleanupSchedulerInterval = 15 (minutes) Frequency to check for idle database connections for cleanup.Value is specified in minutes. Security Configurations This article describes how to configure "X-XSS-Protection" header,"X-Content-Type-Options" header, "Content-SecurityPolicy" header and to mitigate Cross-Site Request Forgery for CMDB Visualizer. Perform the following steps: 1. Navigate to <NX_ROOT>\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF. 2. Open the web.xml file in a text editor. 3. Search for the filter name httpHeaderSecurity, uncomment the below lines: Example: <filter> <filter-name>httpHeaderSecurity</filter-name> <filter-class>org.apache.catalina.filters.HttpHeaderSecurityFilter</filter-class> <async-supported>true</async-supported> </filter> 4. Search for filter-mapping of httpHeaderSecurity,uncomment the below lines: Example: <filter-mapping> <filter-name>httpHeaderSecurity</filter-name> <url-pattern>/*</url-pattern> <dispatcher>REQUEST</dispatcher> </filter-mapping> 5. Search for the filter name, CrossSiteSecurityFilter and uncomment the below section: Example: <filter> <filter-name>CrossSiteSecurityFilter</filter-name> <filter-class>com.broadcom.visualizer.rest.security.filters.CrossSiteSecurityFilter</filter-class> <async-supported>true</async-supported> <init-param> 266 CA Service Management - 17.3 <param-name>contentSecurityPolicy</param-name> <param-value>default-src 'self' 'unsafe-inline' 'unsafe-eval'; font-src 'self'; style-src 'self' 'unsafeinline'; img-src 'self' data:</param-value> </init-param> <init-param> <param-name>refererValidation</param-name> <param-value>true</param-value> </init-param> <init-param> <param-name>isCSPEnable</param-name> <param-value>true</param-value> </init-param> </filter> 6. Search for filter-mapping of CrossSiteSecurityFilter, uncomment the below lines: Example: <filter-mapping> <filter-name>CrossSiteSecurityFilter</filter-name> <url-pattern>/*</url-pattern> </filter-mapping> 7. Restart the CA Service Desk Manager server. Tomcat Logging CA SDM uses a separate log4j.properties file for its web components such as Servlets and PDM_RPC. Support Automation, CMDB Visualizer, and REST also have a separate log4j.properties file. Starting or stopping the Tomcat logging does not require you to recycle the Tomcat daemons. The following list describes how the log4j.properties and log4j2.properties (available from CA Service Management 17.3.0.16 and above versions) file for CA SDM components differ: • CA SDM monitors the log4j.properties and log4j2.properties in the NX_ROOT\site\cfg and in the NX_ROOT\bopcfg \www\CATALINA_BASE\webapps\CAisd\WEB-INF for changes. • Support Automation monitors the log4j.properties in the NX_ROOT\bopcfg\www\CATALINA_BASE_SA\webapps \SupportAutomation\WEB-INF. • REST monitors the rest.log4j.properties andrest.log4j2.properties (available from CA Service Management 17.3.0.16 and above versions) in the NX_ROOT\site\cfg. Use the pdm_log4j_config utility only for changing variables in the log4j.properties, cmdbvisualizerlogging.properties, and rest.log4j.properties files. You cannot use the pdm_log4j_config utility to modify the polling interval. (From CA Service Management 17.3.0.16 and above versions) Use the pdm_log4j_config utility only for changing variables in the log4j2.properties, logback.properties, and rest.log42j.properties files. You cannot use the pdm_log4j_config utility to modify the polling interval. CA SDM checks the log4j and log4j2.properties (available from CA Service Management 17.3.0.16 and above versions) files for any changes periodically. Configure the time interval by modifying the NX_LOG4J_REFRESH_INTERVAL variable in the NX.env file. Servlet Defaults The following servlets log Info level messages to the jsrvr.log file by default: 267 CA Service Management - 17.3 • • • • • • • PDMContextListener: Log entry generated during the startup and shutdown of services. PDMweb: Log entry from operations on the user interface. UploadServlet: Log entry generated when you attach files to a ticket. pdmExport: Log entry generated when you click Export on list forms. pdm_report: Log entry generated when you click the Report menu on list forms. page_cache: Log entry that is generated from operations on the user interface. BOServlet: A log entry that is generated when you configure CA Business Intelligence and click the Reports tab. Enable Additional Logging for Visualizer To enable additional logging for Visualizer, follow these steps: 1. For Increase the log level for visualizer_slump.log and visualizer_bop.log under the NX_ROOT\bopcfg\www \CATALINA_BASE_VIZ\logs directory. a. Edit the NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes \log4j.properties file. b. Change from INFO to debug log4j.rootCategory and log4j.logger.bop_logging . Example: log4j.rootCategory=debug, jcasmodata log4j.logger.bop_logging=debug jcasmbop You can also increase the log level for the slump package and bop package by changing to debug log4j.logger.com.ca.ServicePlus.slump and log4j.logger.com.ca.sdm.bop. Example: log4j.logger.com.ca.ServicePlus.slump=debug log4j.logger.com.ca.sdm.bop=debug 2. From CA Service Management 17.3.0.16 and above versions, increase the log level for visualizer_slump.log and visualizer_bop.log under the NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\logs directory. a. Edit the NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes \log4j2.properties file. b. Change from INFO for rootLogger.level and logger.bop_logging.level . Example: rootLogger.level = DEBUG logger.bop_logging.level= DEBUG You can also increase the log level for the slump package and bop package by changing to debug logger.slump.level and logger. bop.level Example: logger.slump.level = DEBUG logger.bop.level = DEBUG 3. From CA Service Management 17.3.0.16 and above versions, increase the log level for VisualizerMS_debug.log under NX_ROOT\log directory a. Edit the NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes \logback.properties file. b. Change from INFO for rootLogger.level. Example rootLogger.level=DEBUG 4. Increase the log level for VisualizerMS_debug.log under NX_ROOT\log directory. a. Edit the NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes \logback.xml file. b. Comment the following parameters: <root level="INFO"> <appender-ref ref="ASYNCFILE" /> 268 CA Service Management - 17.3 </root> c. Uncomment the following parameters: <root level="DEBUG"> <appender-ref ref="DEBUGFILE" /> </root> Example: <!-<root level="INFO"> <appender-ref ref="ASYNCFILE" /> </root> --> <root level="DEBUG"> <appender-ref ref="DEBUGFILE" /> </root> d. Save the changes and the restart Visualizer tomcat using following commands. pdm_tomcat_nxd -c stop -t VIZ pdm_tomcat_nxd -c start -t V Troubleshooting CMDB Visualizer This article describes troubleshooting steps for CMDB Visualizer issues: Unable to login to CMDB Visualizer Problem: Unable login into CMDB Visualizer Interface URL with valid credentials when value of “vizserver” is not in the same format in the casm.conf file: <NX_ROOT>\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\viz-ux \conf\casm.conf.js. NOTE Before accessing the CMDB URL, ensure to cross verify the CMDB entries specified in casm.conf and nx.env. Perform the following steps: 1. Login to CA Service Desk Manager (SDM) browser Interface and access the URL: https://<hostname>:<portnumber> CA SDM is accessed successfully with a valid login role/user (Example: ServiceDesk). 2. Now, try to access the CMDB URL: http://<hostname>:<portnumber>/CMDBVisualizer 3. CMDB Visualizer Interface is launched but login access is denied even to valid users/role like ServiceDesk. Solution: To resolve this issue, verify the value of “vizserver” and access the URL interface with the same format as specified in casm.conf file. CMDB Visualizer Interface may fail to launch with HTTP 404 Error Problem: Visualizer does not launch from the CA Service Desk Manager Web Interface and shows HTTP 404 error. Solution: Update the context.xml file in <NX_ROOT>\bopcfg\www\CATALINA_BASE_VIZ\conf\context.XML. Update the following in the beginning or topmost portion of this file: <Valve className="org.apache.catalina.valves.rewrite.RewriteValve" /> For example, after adding the above lines, the context.xml file is updated as shown below: <Valve className="org.apache.catalina.valves.rewrite.RewriteValve" /> <WatchedResource>WEB-INF/web.xml/<WatchedResource> <WatchedResource>${catalina.base}/conf/web.xml/<WatchedResource> 269 CA Service Management - 17.3 Installing CA Service Management products have different prerequisites, pre-installation considerations, installation procedures and post installation configurations. NOTE Always create a new directory to place the CA Service Management 17.3 installers at the directory location that does not contain any spaces. For more information, refer to the KB Article. Example: E:\ProgramFiles(x86)\CA\ServiceDeskManager To successfully install the CA Service Management solution review the following. • • • • • • • • • CA Service Management 17.3 Solution Architecture CA Asset Portfolio Management Product Architecture CA Service Catalog Product Architecture CA Service Desk Manager Product Architecture Pre-Installation Considerations Installation Prerequisites Installing CA Service Management 17.3 Post Installation Tasks CA Service Management Solution Integration Patches The following cumulative patches are available for CA Service Management 17.3. • • • • • • • • • • • • • • • • • • • • • Installing CA Service Management 17.3.0.23 Installing CA Service Management 17.3.0.22 Installing CA Service Management 17.3.0.19 Installing CA Service Management 17.3.0.18 Installing CA Service Management 17.3.0.17 Installing CA Service Management 17.3.0.16 Installing CA Service Management 17.3.0.15 Installing CA Service Management 17.3.0.14 Installing CA Service Management 17.3.0.13 Installing CA Service Management 17.3.0.12 Installing CA Service Management 17.3.0.11 Installing CA Service Management 17.3.0.10 Installing CA Service Management 17.3.0.9 Installing CA Service Management 17.3.0.8 Installing CA Service Management 17.3.0.7 Installing CA Service Management 17.3.0.6 Installing CA Service Management 17.3.0.5 Installing CA Service Management 17.3.0.4 Installing CA Service Management 17.3.0.3 Installing CA Service Management 17.3.0.2 Installing CA Service Management 17.3.0.1 270 CA Service Management - 17.3 Installing CA Service Management 17.3.0.23 Based on your CA Service Management implementation, review the following topics for a successful installation. • • • • • • Install Prerequisites for CA Service Management 17.3.0.23 Install CA Service Management 17.3.0.23 (Windows) Install CA Service Management 17.3.0.23 (Linux) Validate CA Service Management 17.3.0.23 Installation Post-Installation Tasks for CA Service Management 17.3.0.23 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.23 Install Prerequisites for CA Service Management 17.3.0.23 Verify and complete the following prerequisites before installation of CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management. Installation Prerequisites for CA Service Desk Manager Review the following CA SDM installation prerequisites before you start the installation process: NOTE We recommend that you place the installer in a shorter directory path, containing no spaces, to avoid errors when running the setup file. For example, unzip the file at: C:\WIN_17_3_0_23. • Ensure that CA SDM and xFlow Interface 17.3 or above is installed in your environment. • Back up the system database (MDB). The system database (MDB) backup is mandatory and ensures safe data • • • recovery if any problems are encountered during the installation process. Do not invoke ApplyPTF manually in your system while running the CA Service Management CA Service Management 17.3.0.23 installer. In the case of, CA Service Desk Manager - Conventional configuration, if the Primary and Secondary servers are on separate nodes, and the xFlow Interface is deployed on the Secondary Server, then the Database Client (Microsoft SQL Native Client or Oracle Database Client) is required on the Secondary Server for a successful installation. CA SDM must be installed for deploying the xFlow Interface. In the conventional configuration, it's recommended to install the xFlow Interface server on a secondary server. Advanced Availability users can install the xFlow Interface only on an application server. IMPORTANT After upgrading to CA Service Management 17.3.0.23, Maileater does not work with POP3 on a non-TLS port with Clear Text as a security level. This is a limitation of the upgraded Javamail (Third-party jar) used in connection to the mail server. Users are required to use LOGIN as a security level. (Optional) Backing up the CR_Stored_Queries Table CA Service Management provides a fix to address a vulnerability related to SQL injection. As part of this fix, Cr_Stored_Queries table is updated. If you have made customizations or changes to the Out-of-the-box (OOTB) stored queries, perform the below steps to take a backup before applying the CA Service Management patch: 1. Open a command prompt window and navigate to $NX_ROOT\patches. and create a folder Backup_Data. Navigate to this folder and take the Backup of the Cr_Stored_Queries table by running the following command: pdm_extract Cr_Stored_Queries> Cr_Stored_Queries_17.3_backup.dat 2. Verify that the Cr_Stored_Queries_17.3_backup.dat file is successfully created. 3. Now, proceed with CA Service Management 17.3.0.23 installation. 4. After applying the patch, if required based on your customizations, you can update the database files created in Step 1. Navigate to $NX_ROOT\patches\Backup_Data location and run the following command: 271 CA Service Management - 17.3 pdm_load -f Cr_Stored_Queries_17.3_backup.dat Installation Prerequisites for CA Service Catalog Verify and complete the following prerequisites before proceeding with CA Service Catalog 17.3.0.23 installation: • Ensure that CA Service Catalog 17.3 or above is installed in your environment. • Back up the system database (MDB). The system database (MDB) backup is mandatory and ensures safe data recovery if any problems are encountered during the installation process. Installation Prerequisites for CA Asset Portfolio Management Consider the following prerequisites: WARNING CA Asset Portfolio Management (CA APM) architecture is highly database-driven and has no rollback mechanism for database-related changes. Hence, the uninstallation of the CA APM patch is not recommended and is not supported. The only way to revert the database changes, if required, is by restoring the database backup which can lead to data loss. Verify and complete the following prerequisites before proceeding with the CA Asset Portfolio Management installation: • Ensure that CA Asset Portfolio Management 17.3 or above is installed in your environment. • Back up the system database (MDB). The system database (MDB) backup is mandatory and ensures safe data recovery if any problems are encountered during the installation process. Install CA Service Management 17.3.0.23 (Windows) CA Service Management 17.3.0.23 installer performs prerequisite checks and mandatory validations before installing the patch. NOTE • We recommend that you place the installer in a shorter directory path, containing no spaces, to avoid • errors when running the setup file. For example, unzip the file at: C:\WIN_17_3_0_23 In CA Service Desk Manager (SDM) Availability mode, the xFlow Interface can only be installed on an Application Server. If you have converted CA SDM conventional configuration to advanced availability configuration, and you have a previously installed version of xFlow Interface, ensure that you uninstall xFlow Interface and then, reinstall xFlow Interface on an Application server. Perform the following steps to install CA Service Management 17.3.0.23 on Windows: 1. From the Broadcom Support portal, download the WIN_17_3_0_23.zip file. NOTE CA Service Management 17.3.0.23 (Windows) installer is provided as a ZIP file and not as a CAZ file. Extract/unzip the content of the ZIP file to your local folder. 2. Copy WIN_17_3_0_23.zip on all servers in your environment. 3. Extract the contents of the ZIP file to the folder named WIN_17_3_0_23. 4. In CA SDM conventional configuration, stop CA SDM services in your environment. In the case of Advance Availability configuration, stop CA SDM services only on the server on which CA SDM will be installed. 5. Log in to the server as a local admin to install the patch. 6. Navigate to WIN_17_3_0_23 folder. Right-click Setup.exe and select run as administrator. 7. Review and Accept the License Agreement Information. 8. Select Microsoft SQL Server or Oracle as the database type in the Database Configuration screen. For Windows Microsoft SQL Server database, mdbadmin is the default user. 272 CA Service Management - 17.3 9. Provide the database details: a. If you have selected Microsoft SQL Server, provide the following field information: • Database Server: Enter the hostname of the database server. If the target instance is part of a clustered instance, the virtual hostname of the cluster must be used. • Database Name: Enter the Database name (MDB), the name of the target DBMS. The default value is mdb. • Database Port: Provide the port identifier for the target DBMS. • Database Server Instance: The database instance name. Leave this field blank if you are using the default instance. • Database Admin User: For Microsoft SQL Server, sa is the default value. The sa user is the admin user with permission to create a user and schema. • Database Admin Password: Enter the database password of the user specified by a database admin user. No default value is assigned to this parameter. • mdbadmin Password: Enter the password for the user specified for the MDB admin user. • Confirm mdbadmin Password: Confirm the password. b. If you have selected Oracle database, provide the following field information: • Database Server: Enter the hostname of the Oracle database server. If the target instance is part of a clustered instance, the virtual hostname of the cluster must be used. • Oracle Service Name: Enter the Oracle Service name. • Listener Port: Enter the listener port for the database. • Net Service Name: Enter the Net Service Name of the Oracle database where the database resides. If the database is remote, use the Net Service Name that is defined in the Oracle client on the local computer. CA SDM has access to the database through a local installation of the Oracle client. • DBA User Name: Provide the name of an Oracle user with DBA access. The default value for DBA user is SYS. • DBA User Password: Enter the password for the DBA user. • mdbadmin Password: Enter the password for MDB admin. • Confirm mdbadmin Password: Confirm the password. • Tablespace Path (on DB Server): Provide the tablespace path on the database server. • Oracle Home Path: Provide the Oracle Client 64-bit path. Provide Oracle client 32-bit path. For CA Asset Portfolio Management, provide the Oracle 32-bit client. • Data Tablespace Name: Provide the name of the data tablespace. The default value is MDB_DATA. • Index Tablespace Name: Provide the index Tablespace Name: The default value is MDB_INDEX. Click Next. 10. On Select the Products and Integrations page, patch list is displayed. Select the required patch to install. WARNING CA Service Management does not support the uninstallation of the CA Asset Portfolio Management patch. Uninstalling the CA APM patch does not uninstall the MDB patch, as there is no rollback mechanism for the same. For more information, see Installation Prerequisites. a. CA Service Desk Manager • CA Service Desk Manager Patch • xFlow Interface Patch • Search Server Patch: Search server patch must be installed on a Server where an earlier version from previous releases is already installed. b. CA Service Catalog • CA Service Catalog Patch c. CA Asset Portfolio Management • CA Asset Portfolio Management Patch Click Next. 273 CA Service Management - 17.3 11. Review the Pre-Installation Configuration page. Click Next. NOTE Select the option to perform the automated post-install steps for CA SDM. If this option is not selected, you must manually perform the post-install steps for CA SDM. Note that for CA Service Catalog and CA Asset Portfolio Management, you need to perform the manual post-install steps. 12. Click Install to proceed with the installation. Review the Installation progress and when the installation is complete, click Next. 13. To review the installation logs, navigate to the path shown in the installation summary screen. 14. Click Finish to exit the installer 15. After installing the xFlow Interface, start the CA xFlow Interface service from Windows Services (Control Panel, Administrative Tools, Services) as this service is not started by default. 16. After installing the search server, if the Search Server service is not started by default or if it stops, start the services from Control Panel, Administrative Tools, Services. 17. Validate the Installation. 18. Complete the Post-Installation Tasks. After installing the xFlow Interface and Search Server, you can configure the cache size for xFlow Interface. For more information about how to configure cache size, see Perform initial load and refresh index on the search server. Install CA Service Management 17.3.0.23 (Linux) NOTE In CA SDM Advanced Availability mode, the xFlow Interface can only be installed on an Application Server. If you have converted CA SDM conventional configuration to advanced availability configuration, and you have a previously installed version of xFlow Interface, ensure that you uninstall xFlow Interface and then, reinstall xFlow Interface on an Application server. CA Service Management 17.3.0.23 installer performs prerequisite checks and mandatory validations before installing the patch. IMPORTANT We recommend that you place the installer in a shorter directory path, containing no spaces, to avoid errors when running the setup file. For example, unzip the file at: <root>\casm_dvd.x86Linux\<installer_file> Perform the following steps to install CA Service Management 17.3.0.23 on Linux: 1. From the Broadcom Support portal, download LNX_17_3_0_23.tar.gz 2. Run the following command to untar the CASM_17.3.0.23.tar.gz file: $ tar -xvzf LNX_17_3_0_23.tar.gz 3. Set CA SDM bin and library environment variables. For example: export PATH=/opt/CA/ServiceDeskManager/bin:$PATH export LD_LIBRARY_PATH=/opt/CA/ServiceDeskManager/lib:$LD_LIBRARY_PATH 4. In SDM conventional configuration, stop CA SDM services in your environment. In the case of Advance Availability, stop CA SDM services only on the server on which CA SDM will be installed. 5. Run the setup file from the casm_dvd.x86Linux folder to install the application(s) using the following command: ./setup.sh 6. Review and accept the license agreement terms. 7. In Database Configuration, select Oracle as the database type. Ensure that you have installed the Oracle database client in your system. Provide the following Oracle database configuration details: 274 CA Service Management - 17.3 – Database Server: Enter the hostname of the Oracle database server. If the target instance is part of a clustered instance, the virtual hostname of the cluster must be used. – Oracle Service Name: Enter the Oracle Service name. – Listener Port: Enter the listener port for the database. – Net Service Name: Enter the Net Service Name of the Oracle database where the database resides. If the database is remote, use the Net Service Name that is defined in the Oracle client on the local computer. CA SDM has access to the database through a local installation of the Oracle client. – DBA User Name: Authenticates the name of the user with DBA access. The default value for DBA user is SYS. – DBA User Password: Authenticates the password for DBA user. – mdbadmin Password: Specify the password for the mdbadmin user. – Confirm mdbadmin Password: Confirm the mdbadmin user password. – Tablespace Path (on DB Server): Enter the tablespace directory on the database server. – Oracle Home Path: Provide the Oracle Client 64-bit path. Provide Oracle client 32-bit path for fresh installation – Data Tablespace Name: Enter the tablespace name. The default value is MDB_DATA. – Index Tablespace Name: Enter the index tablespace name: The default value is MDB_INDEX. 8. Click Next. 9. On Select the Products and Integrations page, patch list is displayed. Select the required patch to install. a. CA Service Desk Manager • CA Service Desk Manager Patch • xFlow Interface Patch • Search Server Patch: A search server patch must be installed on a server where an earlier version from previous releases is already installed. 10. Click Next. 11. Review the Pre-Installation Summary page. Click Next. 12. Click Install to proceed with the installation. Review the Installation progress and when the installation is complete, click Next. 13. To review the installation logs, navigate to the path shown in the installation summary screen. 14. Click Finish to exit the installer. If patch installation fails for a product, retry the installation by using the Retry option in the wizard where it fails. If retry does not work, exit the installer and relaunch it. If the problem persists, contact Broadcom Support. 15. After installing xFlow Interface, start the CA xFlow Interface service. Navigate to /opt/CA/xFlow/Apps and run the following command from a command prompt window: ./xFlowServer start To stop the server, run the following command: ./xFlowServer Stop.sh 16. Navigate to /opt/CA/SC/SearchServer/elasticsearch/bin and run the following command from the command prompt window: ./ServicesStart.sh NOTE If you get the below message while restarting the search server service, ignore it and continue: groupadd: group 'elasticsearch' already exists useradd: user 'elasticuser' already exists runuser: warning: cannot change directory to /home/elasticuser: No such file or directory OpenJDK 64-Bit Server VM warning: Option UseConcMarkSweepGC was deprecated in version 9.0 and will likely be removed in a future release. To stop the server, run the following command: /ServicesStop.sh 17. Validate the Installation. 275 CA Service Management - 17.3 18. Complete the Post-Installation Tasks. After installing the xFlow Interface and Search Server, you can configure the cache size for xFlow Interface. For more information about how to configure cache size, see Perform initial load and refresh index on the search server. Validate CA Service Management 17.3.0.23 Installation To verify the successful installation of CA Service Management 17.3.0.23, validate the installation for the corresponding applications in the following location. You can also navigate to the root folder where you have locally installed the application and select the "env.info" file for validating your installation: • CA ITAM: • • • NOTE CORA version: 17.4.0.57 – C:\Program Files (x86)\CA\ITAM\env.info – product=ITAM – major=17 – minor=3 – cum=0 – roll-up=23 NOTE CA CASM uses Apache Tomcat version 9.0.71. CA Service Catalog: – %USM_HOME%\CA_SLCM_<hostname>.his file – %USM_HOME%\view\webapps\usm\locale\about_info.xml – %USM_HOME%\build.xml – %USM_HOME%\env.info xFlow Interface: – C:\Program Files\CA\xFlow\<hostname>.his file – NX_ROOT\env.info – NX_ROOT\version.xml CA SDM: – C:\Program Files (x86)\CA\Service Desk Manager\<hostname>.his file – NX_ROOT\pdmconf\version – NX_ROOT\env.info – HELP, ABOUT NOTE For CA SDM, the Binary and Language Combo patches are installed irrespective of the environment. The language patch for the corresponding CA SDM environment is installed. To validate the successful installation of the patches, follow these steps: 1. Open the <sdm_installation>\<hostname>.his file in a text editor. 2. Search for the instances of "hyd-789". In a successful install, you should come across these three entries (Binary, Language Combo, and corresponding language patch). Application Windows Linux CA Asset Portfolio Management T6EE541 NA CA Service Catalog T6D9894 NA 276 CA Service Management - 17.3 Application Windows Linux CA Service Desk Manager - Binary hyd-789_cum_C hyd-789_x86_64Linux_cum_C CA Service Desk Manager - Languag504e Comb hyd-789_langcombo hyd-789_langcombo CA Service Desk Manager - English hyd-789_en_US hyd-789_x86_64Linux_en_US CA Service Desk Manager - German hyd-789_de_DE hyd-789_x86_64Linux_en_DE CA Service Desk Manager - Spanish hyd-789_es_ES NA CA Service Desk Manager - French hyd-789_fr_FR hyd-789_x86_64Linux_fr_FR CA Service Desk Manager - Italian hyd-789_it_IT NA CA Service Desk Manager - Japanese hyd-789_ja_JP hyd-789_x86_64Linux_ja_JP CA Service Desk Manager - Brazilian Portuguese hyd-789_pt_BR NA Post-Installation Tasks for CA Service Management 17.3.0.23 After successful installation of CA Service Management 17.3.0.23, perform the following post-installation steps. CA Service Desk Manager Manual Steps required for Automated Post-Installation CA Service Management provides an option in the installer to automate the post-install tasks. If you have selected Yes to automate the post-installation steps while running the CA Service Management Installer Wizard, you are not required to perform any manual post-install steps for CA Service Desk Manager (SDM). If you have selected No for automating the post-install steps while running the CA Service Management Installer wizard, perform the below manual post-install tasks as per your deployment requirements: Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.22 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.19 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: 277 CA Service Management - 17.3 pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.18 or CA SDM 17.3.0.17 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.16 or CA SDM 17.3.0.15 or CA SDM 17.3.0.14 or CA SDM 17.3.0.13 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load -f -f -f -f r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.12 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load -u -f -f -f -f –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 5. Restart CA SDM Services. 278 CA Service Management - 17.3 Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.11 or CA SDM 17.3.0.10 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_12_insert.dat pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -u -f -f -f -f –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.9 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -u -u -f -f -f -f r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.8 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -f -u -u -f -f r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat 279 CA Service Management - 17.3 pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.7 or CA SDM 17.3.0.6 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -f -f -u -u -f r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.5 or CA SDM 17.3.0.4 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -u -f -f -f -f -u -u -f -f -f -f r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 5. Restart CA SDM Services. 280 CA Service Management - 17.3 Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.3 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -u –f r17_3_04_update.dat pdm_load -f r17_3_06_insert.dat pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -f -f -f -f -u -u -f -f -f -f –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.2 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -u -f -u -f -f -f -f -u -u -f -f -f -f –f r17_3_03_update.dat -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 5. Restart CA SDM Services Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.1 or 17.3 Perform the following steps: 1. Stop CA SDM services. 281 CA Service Management - 17.3 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Navigate to the NX_ROOT/bin and open the command prompt and run the below command: pdm_options_mgr -c -s attach_force_save_dialog -v 1 -a pdm_option.inst -t 4. Run the following command: pdm_configure 5. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_02_insert.dat pdm_load -u -f r17_3_02_update.dat pdm_load -u -f r17_3_03_update.dat pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -f -u -f -f -f -f -u -u -f -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Restart CA SDM Services. Manual Post-Installation Task for CMDB If you are applying CA Service Management 17.3.0.21 in an SSL environment, CA SDM Administrators must perform the following post-installation steps for CMDB Visualizer Interface to open using the HTTPS protocol when launching from CA SDM UI: 1. In the NX.env file, change the NX_CMDB_VISUALIZER entry to provide HTTPS protocol and HTTPS port. For example: @NX_CMDB_VISUALIZER=https://sdmurl:<VIZ_SSL_PORT>/CMDBVisualizer 2. In casm.conf.js file from NX_root\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\viz-ux\conf, provide the HTTPS as protocol and HTTP port. For example: sdm: { } vizserver: 'https://sdmurl:<VIZ_SSL_PORT>/CMDBVisualizer/viz', server: 'https:// sdmurl:<SDM_SSL_PORT>/CAisd/pdmweb.exe' Manual Post-Installation Task for OAuth 2.0 (Maileater/ Mailer) After generating an access token for OAuth 2.0 to connect to a mail server, perform the mandatory post-install tasks on all servers in your environment: 1. Create a backup of web.xml from NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF in your local directory to perform backout if required. 2. Open the web.xml file from NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF. 3. Search for the following statement:  282 CA Service Management - 17.3 4. Copy and paste the following configuration under the statement: <servlet> <servlet-name>OAuthProcessor</servlet-name> <servlet-class>com.broadcom.oAuth.OAuthProcessor</servlet-class> </servlet> 5. Copy and paste the following configuration after any <servlet-mapping>: <servlet-mapping> <servlet-name>OAuthProcessor</servlet-name> <url-pattern>/OAuthProcessor</url-pattern> </servlet-mapping> 6. Save and close the web.xml file. 7. For OAuth servlet preservation in a primary and secondary environment, the secondary server must also have the OAuth processor entries in the following file: <NX_ROOT>\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF \web.xml.last. 8. Repeat Steps 1-8 to update web.xml.tpl file in the NX_ROOT\samples\pdmconf\web.xml.tpl folder to avoid losing these changes when pdm_configure is run at a later point of time. 9. Run the following command: pdm_tomcat_nxd -c STOP command 10. Wait for some time (a minute or so) and run the following command: pdm_tomcat_nxd -c START command For more information, see Define a mailbox. Manual Post-Installation Task for Excel file (*.xlsx) export 1. Execute the following command: pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 2. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 3. Restart CA SDM services. (Optional) Manual Post-Installation Task for Knowledge Document export with German fields If you are exporting Knowledge Document with German Fields (included in the export field list), then perform the below post-install steps for successful export of knowledge documents: 1. Take the backup of NX_ROOT\NX.env file (NX_ROOT is the installation directory for CA Service Desk Manager). 2. Open NX_ROOT\pdmconf\NX.env_nt.tpl file using any text editor and take the value of NX variable @NX_KEIT_AVAILABLE_FIELDS which is COPIED_DATA and update Nx.env in NX_ROOT by executing below command: pdm_options_mgr -c -s KEIT_AVAILABLE_FIELDS -v <COPIED_DATA> -a pdm_option.inst Where COPIED_DATA is the value copied from NX.env_nt.tpl (step 2). For example, " pdm_options_mgr -c -s KEIT_AVAILABLE_FIELDS -v <provide the exact string here> -a pdm_option.inst " Note to avoid losing the updated changes when you run pdm_configure, execute the above command with the '-t' flag as follows: pdm_options_mgr -c -s KEIT_AVAILABLE_FIELDS -v <COPIED_DATA> -a pdm_option.inst -t 283 CA Service Management - 17.3 (Optional) Comments are not allowed when a Data Partition (O_COMMENTS) is created with Customer, Employee and ServiceDesk Analyst To disable comments: 1. Login to SDM and navigate to Administration -> Security and Role Management-> Data partition-> Data Partition List. 2. In Data Partition List, create a constraint (O_COMMENTS with the condition id=0) and link it to Customer, Employee and ServiceDesk Analyst data partitions. 3. Run the following commands from NX_ROOT/bin from the command prompt/ terminal: pdm_options_mgr -c -s KT_COMMENT_USE_SUPERUSER -v 0 -a pdm_option.inst pdm_options_mgr -c -s KT_COMMENT_USE_SUPERUSER -v 0 -a pdm_option.inst -t 4. Restart CA SDM and XFlow applications. (Optional) Manual Post-Installation Task for EEM Cache Timeout Configuration Update You may face issues while logging in to EEM or SDM using the EEM user accounts due to a session cache timeout mismatch between EEM and SDM. Starting from 17.3 RU13, you can update the EEM cache timeout configuration by adding a new NX variable, "NX_EEM_CACHE_UPDATE_TIME" in SDM. Keep the value the same as the EEM cache timeout configuration value mentioned in the following screenshot. To set the EEM cache update time to 300 seconds, perform the following steps: To add the variable in the nx.env file, run the following command: pdm_options_mgr -c -s EEM_CACHE_UPDATE_TIME -v 300 -a pdm_option.inst To add the variable in the nxenv_nt.tpl file, run the following command: pdm_options_mgr -c -s EEM_CACHE_UPDATE_TIME -v 300 -a pdm_option.inst –t 284 CA Service Management - 17.3 xFlow Interface Manual Post-Installation Task for JointJS upgrade To address security vulnerabilities, JointJS is upgraded to version 3.5.5. Perform the following steps to upgrade JointJS in your environment. Follow these steps: 1. Stop the CA xFlow Analyst Interface service. 2. Navigate to <xFlow_installed_location>\APPS\Services\incidentmicroservice-17.0.479\public \resources\jointjs\joint.min.css and< xFlow_installed_location >\APPS\Services \incidentmicroservice-17.0.479\public\js\thirdparty\jointjs\joint.min.js and back up the file. 3. From the Broadcom Support portal, download the 99111521.zip file. 4. Extract the content of the zip file. 5. After you extract the zip file, verify the Jointjs folder and ensure the folder contains these files: a. joint.min.js b. joint.min.css 6. Copy the joint.min.js file. 7. Navigate to xFlow_installed_location\APPS\Services\incidentmicroservice-17.0.479\public\js \thirdparty\jointjs folder and paste the copied file. 8. Copy the joint.min.css file. 9. Navigate to xFlow_installed_location >\APPS\Services\incidentmicroservice-17.0.479\public \resources\jointjs folder and paste the copied file. 10. Restart the CA xFlow Analyst Interface service. Service Point After successful installation of Service Point, refresh index and data on the Search Server. NOTE In case of Linux Search Server environment, ensure to run the following commands on the terminal: sysctl -w vm.max_map_count=262144 ulimit -Hn 65535 (Optional) Manual Post-Installation Task for Rebuild Index If you have upgraded or are planning to install CA EEM 12.6 with Service Point and CA Service Catalog, ensure that you rebuild the CA Service Catalog index after completing the CA EEM upgrade/installation process. For more information, see Perform Initial Load and Refresh Index Data on Search Server. Run the following command to rebuild the index: $ES_HOME/search/bin/pdm_es_rebuild_index.bat index=catalog_index CA Service Catalog Perform the following CA Service Catalog post-installation steps as per your environment requirements: • Post-Installation Tasks after installing CA Service Catalog 17.3.0.23 on CA Service Catalog 17.3.0.1 or later versions • Post-Installation Tasks after installing CA Service Catalog 17.3.0.23 on CA Service Catalog 17.3 • gMSA Authentication Post-Install Tasks After Installing CA Service Catalog 17.3.0.23 on CA Service Catalog 17.3.0.1 or later versions Review and perform the post-installation steps based on your deployment requirements. 285 CA Service Management - 17.3 NOTE If any SSL certificate(s) chain was imported to the Oracle Java's JAVA_HOME\lib\security\cacerts Keystore, those certificate(s) chain again need to be exported explicitly and imported properly into the new AdoptOpenJDK's %USM_HOME%\embedded\jdk\lib\security\cacerts Keystore. Follow these steps • (Optional) If Service Catalog is accessed from applications like Service Point, SharePoint and so on, then you must • perform this step. Open the "web.xml" file located in USM_HOME%\view\webapps\usm\WEB-INF and update the respective parameter values for the parameter name "cors.allowed.origins" and "cors.support.credentials". For example, if you are using Catalog Widgets in Service Point (Optional) Unable to approve any workflow requests through email. The email sent for approvals is corrupted with special characters. Follow the KB article steps. Post-Install Tasks After Installing CA Service Catalog 17.3.0.23 on CA Service Catalog 17.3 Perform the following steps after installing CA Service Catalog: Update viewService.conf 1. To update the viewService.conf file, perform the below steps: a. Open USM_HOME\view\conf\viewService.conf file in Administrator edit mode. b. Search for "wrapper.java.additional.xx=-Xverify:none" and add the following entries after it. NOTE The xx is a sequence value in viewService.config file and varies as per your environment. #trust these packages for serialize for upgraded activemq wrapper.java.additional.xx=Dorg.apache.activemq.SERIALIZABLE_PACKAGES=java.lang,javax.security,java.util,org.apache.activemq,org.fusesource. For example, if the search string contains 23, i.e., "wrapper.java.additional.23=-Xverify:none", add the following entry after it. #trust these packages for serialize for upgraded activemq wrapper.java.additional.24=Dorg.apache.activemq.SERIALIZABLE_PACKAGES=java.lang,javax.security,java.util,org.apache.activemq,org.fusesource. c. Save the file. 286 CA Service Management - 17.3 2. (Optional) If Service Catalog is accessed from applications like Service Point, SharePoint and so on, then you must perform this step. Open the "web.xml" file located at USM_HOME%\view\webapps\usm\WEB-INF and update the respective parameter values for the parameter name "cors.allowed.origins" and "cors.support.credentials". For example, if you are using Catalog Widgets in Service Point: – Search the parameter name "cors.allowed.origins" and update the respective parameter value as shown here. <param-name>cors.allowed.origins</param-name> <param-value>,http://servicepointhostname:servicepointport</param-value> – earch the parameter name "cors.support.credentials" and update the respective parameter value to true as shown here. <param-name>cors.support.credentials</param-name> <param-value>true</param-value> Retain the default configuration in web XML, if no other application is accessing catalog: <param-name>cors.allowed.origins</param-name> <param-value>*</param-value> <param-name>cors.support.credentials</param-name> <param-value>false</param-value> 3. Restart the CA Service Catalog services. Update server.xml Perform the below steps: 1. Update server.xml file located at USM_HOME\view\conf. Add the below attributes to HTTP and HTTPS connector tags to allow below characters which are mandatory for the application to work. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" For example:  <Connector port="XXXX" disableUploadTimeout="true" URIEncoding="UTF-8" .. .. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" />  <Connector port="XXXX" disableUploadTimeout="true" URIEncoding="UTF-8" .. .. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" /> Tomcat server.xml allows special characters in Hex code format in relaxedPathChars and relaxedQueryChars. For more information, see the following special characters and their respective Hex codes: Special Character Name Special Character Hex Code Backslash \ \ Grave accent ` ` Double quotes " " Less than < < Greater than > > 2. Restart the CA Service Catalog services. 287 CA Service Management - 17.3 (Optional) Approve workflow requests through email The workflow email sent for approvals is corrupted with special characters. To approve any workflow requests through email, follow the KB article steps. gMSA Authentication Post-Install Steps for CA Service Catalog (Automated steps) CA Service Catalog provides automated post-installation steps for gMSA Authentication. Review the following before you proceed: • Prerequisites and Considerations • How to Automate gMSA Post-Installation Steps • Unconfigure gMSA Prerequisites and Considerations: Ensure that you have taken care of the below considerations on all nodes of CA Service Catalog where you want to automate the gMSA post-installation procedure. 1. If the accounting service is available, perform the automated post-install steps by updating serviceName to ServiceAccounting and providing the appropriate gMSA account name in the gmsa.properties file. 2. If the filestore path is external to the server from where the GMSAPostInstall.bat is running, ensure to provide appropriate access to the server for setting the gMSA account permissions. 3. While preparing the properties file, check for any copy/paste issues, special characters, spaces, and so on. How to Automate gMSA Post-Installation Steps Perform the following steps to enable the batch file GMSAPostInstall.bat and to automate the gMSA post-installation steps: 1. Create a gMSA account for CA Service Catalog. 2. Ensure that appropriate DB (database) permission is given to the newly created account(s). 3. Enter the below values in the gmsa.properties file and save it. NOTE A template file (gmsa.properties) is added in the common installer in "\filestore\SLCM\gMSAProperties" . Optionally. use this file as a template file to fill gmsa properties. This can be copied to "USM_HOME/scripts/ GMSA" where Catalog is installed. NOTE All values are mandatory. Make sure that there are no leading or trialing spaces while providing these values. a. serviceName: Application service name to enable GMSA. In the case of Catalog, it will be ServiceCatalog and for accounting, it will be ServiceAccounting. b. folderName: Absolute path of the application installation directory. c. gMSAName: Name of the GMSA service account (domain\accountName$). d. filestorePath: Shared network path (\\Server_name\filestore) or local filestore path 4. Navigate to %USM_HOME% and launch usm.cmd 5. Navigate to %USM_HOME%/scripts/GMSA/ folder and run the "GMSAPostInstall.bat" in command prompt. NOTE If the command executes without any error, "Post-installation steps for GMSA executed successfully" message is displayed with exit code 0. If there are errors, the error message is shown with a non-zero exit code. Correct the error to continue and perform step 5 again. 288 CA Service Management - 17.3 Unconfigure gMSA for CA Service Catalog To disable or unconfigure gMSA for CA Service Catalog, follow the steps below: 1. Replace config.properties file from%USM_HOME%\ folder. 2. Revert back all the folder permissions which were assigned to domain users. 3. Start Catalog and Accounting Services with the local system account. NOTE In the case of load balancers, repeat steps 1-3 to unconfigure gMSA on all Catalog servers. CA Asset Portfolio Management Manual Post-Installation Task for Removing jQuery, log4net, and log4j Vulnerabilities After installing 17.3.0.23, delete jquery-1.3.2.min.js, jquery-ui-1.7.2.custom.min.js , log4net.dll, and log4j from their respective installed folders.. Perform the following steps: 1. Log on to CA APM Web Server, navigate to the <ITAM_install_dir>\ITAM\Web Server\castylesr5\javascript. Example: C:\Program Files (x86)\CA\ITAM\Web Server\castylesr5\javascript Locate and delete the jquery-1.3.2.min.js and jquery-ui-1.7.2.custom.min.js files from the directory. 2. Navigate to the ITAM_install_dir\CA\ITAM\Data Importer. Locate and delete the log4net.dll file from the directory. 3. Navigate to the C:\Program Files (x86)\CA\SC\CORA. Locate and delete the log4j-1.2.15.jar, log4j.properties, and ojdbc6.jar files from the directory. 4. Navigate to the ITAM_install_dir\CA\ITAM. Backup the following folders and manually delete them: • CDB • MDB • jre8 5. Perform an IISRESET and delete the browser's cache to load the upgraded files. Manual Post-Installation Task for AMS After installing 17.3.0.23, you must re-enable the "Local System Account" user for the AMS service. Perform the following steps: 1. 2. 3. 4. 5. 6. Go to the Services.MSC Open the properties of the AMS service i.e Apache Tomcat 9.0 AMS. Click Log On tab. Select “Local System Account”. Click OK. Restart the AMS service. Post-Installation Tasks - CA SDM Advance Availability 17.3.0.23 The installer wizard provides an option in the installer to automate the post-install tasks. Perform the following postinstallation tasks for CA SDM Advanced Availability Configuration. For the Advanced Availability configuration, the following host names are considered as an example: 289 CA Service Management - 17.3 • The background server hostname is sdmcahost1. • The standby server hostname is sdmcahost2. • The application server hostname is sdmcahost3. Manual Steps required for Automated Post-Installation If you have selected Yes for automating the post-install steps while running the installer wizard, then perform manually the following post-install tasks: Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.22 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.19 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.18 or CA SDM 17.3.0.17 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: 290 CA Service Management - 17.3 pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.16 or CA SDM 17.3.0.15 or CA SDM 17.3.0.14 or CA SDM 17.3.0.13 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -f pdm_load -f pdm_load -f pdm_load r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.12 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -u –f r17_3_13_update.dat pdm_load -f r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 291 CA Service Management - 17.3 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.11 or CA SDM 17.3.0.10 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -f r17_3_12_insert.dat pdm_load -u –f r17_3_12_update.dat pdm_load -u –f r17_3_13_update.dat pdm_load -f r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.9 Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -f r17_3_10_insert.dat pdm_load -f r17_3_12_insert.dat pdm_load -u –f r17_3_12_update.dat pdm_load -u –f r17_3_13_update.dat pdm_load -f r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. 292 CA Service Management - 17.3 Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.8 Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f pdm_load -f pdm_load -f pdm_load -u pdm_load -u pdm_load -f pdm_load -f pdm_load -f pdm_load r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.7 or SDM 17.3.0.6 Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_08_insert.dat pdm_load -f r17_3_09_insert.dat pdm_load -f r17_3_10_insert.dat pdm_load -f r17_3_12_insert.dat pdm_load -u –f r17_3_12_update.dat pdm_load -u –f r17_3_13_update.dat pdm_load -f r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 293 CA Service Management - 17.3 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.4 or CA SDM 17.3.0.5 Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load 6. -f -u -f -f -f r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat pdm_load -f r17_3_12_insert.dat pdm_load -u –f r17_3_12_update.dat pdm_load -u –f r17_3_13_update.dat pdm_load -f r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected Yes to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.3 Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2): 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -f -u -f -f -f -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat 294 CA Service Management - 17.3 pdm_load -f r17_3_12_insert.dat pdm_load -u –f r17_3_12_update.dat pdm_load -u –f r17_3_13_update.dat pdm_load -f r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3.0.2 Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2): 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -f r17_3_03_update.dat -u -f r17_3_04_update.dat -f r17_3_06_insert.dat -u –f r17_3_06_update.dat -f r17_3_08_insert.dat -f r17_3_09_insert.dat -f r17_3_10_insert.dat -f r17_3_12_insert.dat -u –f r17_3_12_update.dat -u –f r17_3_13_update.dat -f r17_3_17_insert.dat -f r17_3_19_insert.dat -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 6. Clear the browser cache by the following command: pdm_webcache -H 7. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.23 on CA SDM 17.3 or CA SDM 17.3.0.1 Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). a. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 2. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 3. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 295 CA Service Management - 17.3 4. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 5. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 6. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -u -u -u -f -u r17_3_02_insert.dat -f r17_3_02_update.dat –f r17_3_03_update.dat -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat -f r17_3_08_insert.dat -f r17_3_09_insert.dat -f r17_3_10_insert.dat -f r17_3_12_insert.dat -u –f r17_3_12_update.dat -u –f r17_3_13_update.dat -f r17_3_17_insert.dat -f r17_3_19_insert.dat -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 7. Restart the CA SDM Service. 8. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. Manual Steps required for Non-Automated Post-Installation If you have selected No for automating the post-install steps while running the CA Service Management installer wizard, perform manually the below appropriate post-install task as per your deployment requirements. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.22 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, and perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 296 CA Service Management - 17.3 8. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 9. Change the directory to NX_ROOT/data, and execute the following command: pdm_load -f r17_3_23_insert.dat 10. Clear the browser cache by running the following command: pdm_webcache -H 11. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 12. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 13. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.19 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, and perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 8. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 9. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 10. Clear the browser cache by running the following command: pdm_webcache -H 11. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 12. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 297 CA Service Management - 17.3 13. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.18 or CA SDM 17.3.0.17 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, and perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 8. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 9. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 10. Clear the browser cache by running the following command: pdm_webcache -H 11. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 12. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 13. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.16 or CA SDM 17.3.0.15 or CA SDM 17.3.0.14 or CA SDM 17.3.0.13 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 298 CA Service Management - 17.3 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, and perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load -f -f -f -f r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 8. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 9. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 10. Clear the browser cache by running the following command: pdm_webcache -H 11. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 12. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 13. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.12 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 299 CA Service Management - 17.3 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load -u -f -f -f -f –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 8. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 12. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 13. Clear the browser cache by running the following command: pdm_webcache -H 14. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 15. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 16. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.11 or CA SDM 17.3.0.10 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to the NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to the NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_12_insert.dat pdm_load -u –f r17_3_12_update.dat pdm_load -u –f r17_3_13_update.dat 300 CA Service Management - 17.3 pdm_load pdm_load pdm_load pdm_load -f -f -f -f r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 8. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 12. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 13. Clear the browser cache by running the following command: pdm_webcache -H 14. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 15. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 16. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.9 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -u -u -f -f r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat 301 CA Service Management - 17.3 pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 8. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 12. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 13. Clear the browser cache by running the following command: pdm_webcache -H 14. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 15. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 16. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.8 for Advanced Availability Configuration 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -f -u -u -f -f -f r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 302 CA Service Management - 17.3 pdm_load -f r17_3_23_insert.dat 8. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 12. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 13. Clear the browser cache by running the following command: pdm_webcache -H 14. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 15. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 16. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.7 or CA SDM 17.3.0.6 for Advanced Availability Configuration Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -f -f -u -u -f r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat 303 CA Service Management - 17.3 pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat pdm_load -f r17_3_23_insert.dat 8. Execute the following command: pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 12. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 13. Clear the browser cache by running the following command: pdm_webcache -H 14. Execute the following command: pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 15. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 16. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.4 or CA SDM 17.3.0.5 for Advanced Availability Configuration Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load -f -u -f -f -f r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat 304 CA Service Management - 17.3 pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -u -u -f -f -f -f r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 8. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 12. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 13. Clear the browser cache by running the following command: pdm_webcache -H 14. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 15. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 16. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.3 for Advanced Availability Configuration Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm-configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: 7. pdm_server_control –b Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -u -f r17_3_04_update.dat pdm_load -f r17_3_06_insert.dat 305 CA Service Management - 17.3 pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -f -f -f -f -u -u -f -f -f -f –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 8. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 12. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 13. Clear the browser cache by running the following command: pdm_webcache -H 14. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 15. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 16. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3.0.2 for Advanced Availability Configuration Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm_configure On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 4. Start SDM service on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: 306 CA Service Management - 17.3 pdm_server_control –b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -u -f -u -f -f -f -f -u -u -f -f -f -f -f r17_3_03_update.dat -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 8. Restart the CA SDM Services. 9. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 10. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 11. Restart CA SDM Services. 12. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 13. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 14. Clear the browser cache by running the following command: pdm_webcache -H 15. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 16. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 17. Restart CA SDM Services. Post-Install Tasks After Installing CA SDM 17.3.0.23 on CA SDM 17.3 or CA SDM 17.3.0.1 for Advanced Availability Configuration. Perform the following steps: 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Open a command prompt and run the following command: pdm_configure IMPORTANT On the installer configuration page, before clicking Finish, uncheck the Start service when completed checkbox. Failure to uncheck the box may result in the loss of custom schema changes and configurations that were changed on the server. 3. Promote the standby server as the new background server by performing the following steps. To suppress version control on the standby server and later on the background server, run the following command on each server: pdm_server_control -v 307 CA Service Management - 17.3 4. Start SDM services on the standby server. Run the following command: pdm_server_control -b 5. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server, perform the following steps. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 6. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 7. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_02_insert.dat pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -u -u -f -u -f -f -f -f -u -u -f -f -f -f -f r17_3_02_update.dat –f r17_3_03_update.dat -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat r17_3_23_insert.dat 8. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 9. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 10. Restart CA SDM Services. 11. Clear the browser cache by running the following command: pdm_webcache -H 12. Ensure that the patch is applied on all application servers and the remaining standby server if any. Perform the following steps on all application servers and standby servers. 13. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. Run the following command: pdm_configure 14. Clear the browser cache by running the following command: pdm_webcache -H 15. Execute the following command. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 16. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 17. Restart CA SDM Services. Uninstall CA Service Management 17.3.0.23 Review the following topics to uninstall CA Service Management 17.3.0.23. 308 CA Service Management - 17.3 NOTE Uninstalling CA Service Management 17.3.0.23 will revert to CA Service Management 17.3 version on which 17.3.0.23 is installed. Example: If CA Service Management 17.3.0.23 is installed on 17.3, uninstalling 17.3.0.23 will revert to CA Service Management 17.3. Uninstall CA SDM 17.3.0.23 (Windows) Perform the following steps to uninstall CA SDM 17.3.0.23 on Windows: 1. Log in to CA SDM as an Administrator. 2. Shut down CA Service Desk Manager Server. 3. Navigate to <NX_ROOT>\bin and run the following command to backup the unsupported jars from the older versions. 4. 5. 6. 7. 8. 9. pdm_perl pdm_restore_files.pl hyd-789_tool ..\PATCHES\DELIVERABLES_REMOVAL.TXT Navigate to the location where you have extracted the CA Service Management Installer zip package. Locate CASM-17.3.0.23-CommonPatchInstaller-Win\filestore\utils\ApplyPTF folder. Run the APPLYPTF.exe. Select Backout PTF from the local or remote node option. Click Next. Enter the patch number for the language that is installed in your environment: – Binary: hyd-789_cum_C – Language Master: hyd-789_langcombo – English: hyd-789_en_US – French: hyd-789_fr_FR – German: hyd-789_de_DE – Spanish: hyd-789_es_ES – Italian: hyd-789_it_IT – Japanese: hyd-789_ja_JP – Brazilian Portuguese: hyd-789_pt_BR 10. Click Next to continue backing out the specific patch. 11. Repeat steps 6-9, to back out the language English (hyd-789_en_US) patch. 12. Repeat steps 6-9 to back out the language master (hyd-789-langcombo) patch. 13. Repeat steps 6-9 to back out the binary (hyd-789_cum_C) patch. 14. Reboot the server. 15. Repeat steps 6-12 on all standby, application, or secondary servers in your environment. 16. Restore the MDB database to the database backup that you took before applying the patch. 17. Copy the related old perl folder (5.28.2) from <NX_ROOT>\REPLACED\perl_old and place the folder to <NX_ROOT> \bin\perllib. NOTE From 17.3 GA to 17.3.0.16 restore to Perl 5.28.2. No action required for 17.3.0.17 and later. 18. Navigate to <NX_ROOT>\site\config.properties file and ensure that the value of resources.created parameter is set to 0. This must display as resources.created=0 in the file. 19. During the 17.3 RU23 upgrade process, CAPKI version is upgraded from 5.2.5 or 5.2.7 to 5.2.9. After uninstalling the SDM patches, you must restore the older version of CAPKI. NOTE • From 17.3 GA to 17.3.0.9 restore to CAPKI 5.2.5 • From 17.3.0.10 to 17.3.0.19 restore to CAPKI 5.2.7 309 CA Service Management - 17.3 Examples: a. Go to RU23 patch folder, \CASM_17.3.0.23\patches\common\etpki_5_2_9-00_amd64_64bit_fips and uninstall the latest deployed CAPKI by the following command: setup.exe remove caller=CASDr12 veryverbose instdir="C:\PROGRA~2\CA\SC/eTPKI" b. Go to RU23 patch folder, C:\CASM_17.3.0.23\patches\common\etpki_5_2_7-00_amd64_64bit_fips and restore the older version of CAPKI by the following command: setup.exe install caller=CASDr12 veryverbose instdir="C:\PROGRA~2\CA\SC/eTPKI" 20. During the 17.3 RU23 upgrade process the Tomcat and OpenJDK versions are upgraded. After uninstalling the SDM patches, you must copy the older versions of these from the C:\Program Files (x86)\CA\SC\REPLACED to: – C:\Program Files (x86)\CA\SC\tomcat for Tomcat – C:\Program Files (x86)\CA\SC\JRE for OpenJDK NOTE • • • • For 17.3 GA restore to Tomcat 8.5.43 and OpenJDK 11.0.3 From 17.3.0.1 to 17.3.0.13 restore to Tomcat 8.5.53 and OpenJDK 11.0.3 From 17.3.0.14 to 17.3.0.19 restore to Tomcat 9.0.58 and OpenJDK 11.0.12 No action required for RU 22. 21. Open the NX.env file and update the Tomcat and OpenJDK versions based on the roll up you are reverting back to. For example: If you are reverting to a roll up between RU14 and RU19. @NX_JRE_INSTALL_DIR=C:/Program Files (x86)/CA/SC/JRE/11.0.12 @NX_TOMCAT_INSTALL_DIR=C:/Program Files (x86)/CA/SC/tomcat/9.0.58 22. Open a command prompt and run the following command: pdm_configure Uninstall CA SDM 17.3.0.23 (Linux) Perform the following steps to uninstall CA SDM 17.3.0.23 on Linux: 1. Login to CA SDM as the root user. 2. Shut down the CA Service Desk Manager Server. 3. Navigate to <NX_ROOT>/bin and run the following command to backup the unsupported jars from the older versions. ./pdm_perl pdm_restore_files.pl hyd-789_tool deliverables_removal.txt 4. Navigate to the location where you have extracted the xFlow Interface Installer tar.gz package. 5. Navigate to the casm_dvd.x86Linux \filestore\utils\ApplyPTF folder. 6. The following binary/language-independent and language-dependent patches are supported: – Binary name: hyd-789_x86_64Linux_cum_C – Language Master: hyd-789_langcombo – English: hyd-789_x86_64Linux_en_US – German: hyd-789_x86_64Linux_de_DE – French: hyd-789_x86_64Linux_fr_FR – Japanese: hyd-789_x86_64Linux_ja_JP 7. Execute the following command to remove the binaries or the language-dependent patches. Replace the <patch_name> with the binary or language-dependent patch name: ./applyptf.<platform> -b <patch_name> -e <NX_ROOT> Here, <platform> specifies the operating system and <NX_ROOT> specifies the CA SDM installed location. For example: ./applyptf.linux -b hyd-789_x86_64Linux_cum_C -e /opt/CA/ServiceDeskManager 310 CA Service Management - 17.3 8. Repeat step 6 to back out the language English (hyd-789_x86_64Linux_en_US) patch. 9. Repeat step 6 to back out the language master (hyd-789_langcombo) patch. 10. Repeat step 6 to back out the binary (hyd-789_x86_64Linux_cum_C) patch. NOTE During uninstallation, if you get any errors, ensure that the following steps are performed: 1. Copy the subfolders from <NX_ROOT>/replaced/<hyd-789_x86_64Linux_cum_C> and place it into the <NX_ROOT> folder. 2. Copy the subfolders from <NX_ROOT>/replaced/<hyd-789_x86_64Linux_en_US> and place it into the <NX_ROOT> folder. 3. Open .his file under the <NX_ROOT> folder and delete the entries related to the current patch and save it. 11. To restore MDB database, revert to database backup that you took before applying the patch. 12. Copy the related old Perl folder (5.28.2) from <NX_ROOT>/REPLACED/perl_old and place it to <NX_ROOT>/bin/ perllib. NOTE From 17.3 GA to 17.3.0.16 restore to Perl 5.28.2. No action required for 17.3.0.17 and later. 13. Navigate to <NX_ROOT>/site/config.properties file and ensure that the value of resources.created parameter is set to 0. This must display as resources.created=0 in the file. 14. During the 17.3 RU23 upgrade process, CAPKI version is upgraded from 5.2.5 or 5.2.7 to 5.2.9. After uninstalling the SDM patches, you must restore the older version of CAPKI. NOTE • From 17.3 GA to 17.3.0.9 restore to CAPKI 5.2.5 • From 17.3.0.10 to 17.3.0.19 restore to CAPKI 5.2.7 Examples: a. Go to RU23 folder /root/Downloads/casm_dvd.x86Linux/patches/common/etpki_5_2_9-00_linux and uninstall the latest deployed CAPKI by the following command in the shell prompt: ./setup remove caller=CASDr12 veryverbose b. Go to the folder /root/Downloads/casm_dvd.x86Linux/patches/common/etpki_5_2_7-00_linux and restore the older version of CAPKI by the following command in the shell prompt: /root/Downloads/casm_dvd.x86Linux/patches/common/etpki_linux c. In the shell prompt, run the following command: ./setup install caller=CASDr12 veryverbose 15. During the 17.3 RU23 upgrade process the Tomcat and OpenJDK versions are upgraded. After uninstalling the SDM patches, you must copy the older versions of these from the /opt/CA/SC/REPLACED to: – /opt/CA/SC/tomcat for Tomcat – /opt/CA/SC/JRE for OpenJDK NOTE • • • • For 17.3 GA restore to Tomcat 8.5.43 and OpenJDK 11.0.3 From 17.3.0.1 to 17.3.0.13 restore to Tomcat 8.5.53 and OpenJDK 11.0.3 From 17.3.0.14 to 17.3.0.19 restore to Tomcat 9.0.58 and OpenJDK 11.0.12 No action required for RU 22 16. Open the NX.env file and update the Tomcat and OpenJDK versions based on the roll up you are reverting back to. For example: If you are reverting back to a roll between RU14 and RU 19 @NX_JRE_INSTALL_DIR=/opt/CA/SC/JRE/11.0.3 @NX_TOMCAT_INSTALL_DIR=/opt/CA/SC/tomcat/9.0.58 17. Open a command prompt and run the following command: 311 CA Service Management - 17.3 pdm_configure NOTE If you are unable to access the SDM URL, follow these steps: 1. Stop the SDM Services. 2. Navigate to the <NX_ROOT>/bopcfg/www/CATALINA_BASE folder and delete the work folder. 3. Start the SDM Services. Restore Visualizer Files (Windows) NOTE After uninstalling CA SDM, CMDB Visualizer does not function automatically as the uninstallation process will not restore the previous visualizer files . To restore, perform the below steps manually: 1. Navigate to the where you have installed Visualizer: <NX_ROOT>\bopcfg\www\CATALINA_BASE_VIZ\webapps. 2. Remove the CMDBVisualizer folder. 3. Copy the Visualizer_17.3.0.23.OLD folder from<NX_ROOT>\REPLACED and paste it in <NX_ROOT>\bopcfg\www \CATALINA_BASE_VIZ\webapps. Now, rename the Visualizer_17.3.0.23.OLD to CMDBVisualizer. NOTE After uninstallation, if CA SDM is at Release 17.3, use the Visualizer.OLD folder. 4. Start the SDM Service. CMDB Visualizer works as expected. Restore Visualizer Files (Linux) NOTE After uninstalling CA SDM, CMDB Visualizer does not function automatically as the uninstallation process will not restore the previous visualizer files. To restore the files, perform the below steps manually: 1. Navigate to the where you have installed Visualizer: <NX_ROOT>/bopcfg/www/CATALINA_BASE_VIZ/webapps. 2. Remove the CMDBVisualizer folder. 3. Copy the Visualizer_17.3.0.23.OLD folder from <NX_ROOT>/replaced and paste it into <NX_ROOT>\bopcfg\www \CATALINA_BASE_VIZ\webapps. Now, rename the Visualizer_17.3.0.23.OLD to CMDBVisualizer. NOTE After uninstallation, if CA SDM is at Release 17.3, use the Visualizer.OLD folder. 4. Start the SDM Service. CMDB Visualizer works as expected. Uninstall the xFlow Interface 17.3.0.23 (Windows) Perform the following steps to uninstall the xFlow Interface (Windows): 1. Click Start, Control Panel, Uninstall a Program to uninstall xFlow Interface 17.3.0.23. Or 2. Navigate to where you have installed the xFlow Interface (for example, <NX_ROOT>/CA/xFlow). 3. Select xFlow Interface 17.3.0.23_installation and click Change xFlow Interface 17.3.0.23 Installation.exe to complete the uninstallation process. 4. If you are using Microsoft SQL Server Database, run the following query: update ofProperty set propValue='select c.access_token from casm_active_sessions c WHERE UPPER(CONVERT(varchar(32), c.contact_uuid ,2)) = UPPER(?)' where name = 'jdbcAuthProvider.passwordSQL' 312 CA Service Management - 17.3 5. If you are using Oracle Database, run the following query; update ofProperty set propValue='select c.access_token from casm_active_sessions c WHERE UPPER(CAST( c.contact_uuid AS varchar2(32))) = UPPER(?)' where name = 'jdbcAuthProvider.passwordSQL' Uninstall the xFlow Interface 17.3.0.23 (Linux) To uninstall the xFlow Interface, complete the following steps on Linux : 1. Navigate to where you have installed the xFlow Interface server. For example: /opt/CA/_xFlow Interface_installation 2. Execute the following command to uninstall the xFlow Interface 17.3.0.23: ./Change xFlow_Interface 17.3.0.23 Installation To uninstall the base version of xFlow Interface, enter the following command: ./Change xFlow_Interface Installation 3. Click Finish to complete the uninstallation process. 4. Run the following query for Oracle Database: update ofProperty set propValue='select c.access_token from casm_active_sessions c WHERE UPPER(CAST( c.contact_uuid AS varchar2(32))) = UPPER(?)' where name = 'jdbcAuthProvider.passwordSQL' Uninstall CA Service Catalog 17.3.0.23 To uninstall CA Service Catalog, perform the following steps: 1. Click Control Panel, Programs and Features. 2. Double-click the CA Service Catalog 17.3.0.23 and follow the uninstallation wizard instructions. Uninstall CA Asset Portfolio Management CA Asset Portfolio Management (CA APM) architecture is highly database-driven and has no rollback mechanism for database-related changes. Hence, the uninstallation of the CA APM patch is not recommended and is not supported. The only way to revert the database changes, if required, is by restoring the database backup which can lead to data loss. Run the Database Cleanup Utility for CA Service Management 17.3.0.23 During the installation of CA Service Management products, each of the installed product is registered in a common mdb table that is reflected in the deployment summary of the selected environment. These entries must be cleared in the following cases: • Uninstallation of any CA Service Management products • Moving Database or migration from one server to another Run the CA Service Management database cleanup utility on a Windows or a Non-Windows environment. The database cleanup utility removes the entries and adds to the following tables: Table Name from where the entries are removed Table Name to which the removed entries are added al_cdb_componentinstallstate al_cdb_comp_installstate_bkup al_cdb_configurationparameters al_cdb_config_params_backup 313 CA Service Management - 17.3 NOTE On a Non-Windows Platform, before running the DBCleanup.sh Utility, you must export the Oracle Environment variables on the terminal. Perform the following steps: 1. Navigate to DVD1\DBCleanupUtility directory. 2. For Windows, double-click the DBCleanupUtility.bat to launch the DBCleanup utility. On a Non-Windows platform, you must run the DBCleanupUtility.sh file. 3. Enter the following details: a. Database Server Type: Specify the type of server. Microsoft SQL or Oracle. b. Database Host Name: Enter the host name of the server where the database resides. c. Database User Name: • SQL Server: Enter the privileged user detail that has permission to create and modify the schema. • Oracle: Provide the mdbadmin user name. d. Database Password: • MS SQL: Enter the database password used by the database admin user. • Oracle: Enter the password for the Oracle database user. e. Database Port Number: Provide the database port number. f. Enter Database Name : Enter the database name. For example, mdb. g. System Name: Provide the hostname of the system from where you want to uninstall the CA Service Management product or products. 4. Select any of the following products that you want to uninstall: – SDM - CA Service Desk Manager – SLCM- CA Service Catalog – xFlow Interface – ProductUpdates Enter product name to be uninstalled: ProductUpdates 5. Enter product to clean up updates: (sdm,slcm,xflow,chatserver,searchserver): For example, slcm 6. Enter update version to clean up: 17.3.0.23 7. The utility cleans up the database and removes the entries of the selected product installed on the server. Installing CA Service Management 17.3.0.22 Based on your CA Service Management implementation, review the following topics for a successful installation. • • • • • • Install Prerequisites for CA Service Management 17.3.0.22 Install CA Service Management 17.3.0.22 (Windows) Install CA Service Management 17.3.0.22 (Linux) Validate CA Service Management 17.3.0.22 Installation Post-Installation Tasks for CA Service Management 17.3.0.22 Post-Installation Tasks - CA SDM Advance Availability 17.3.0.22 Install Prerequisites for CA Service Management 17.3.0.22 Verify and complete the following prerequisites before installation of CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management. Installation Prerequisites for CA Service Desk Manager Review the following CA SDM installation prerequisites before you start the installation process: 314 CA Service Management - 17.3 NOTE We recommend that you place the installer in a shorter directory path, containing no spaces, to avoid errors when running the setup file. For example, unzip the file at: C:\WIN_17_3_0_22. • Ensure that CA SDM and xFlow Interface 17.3 or above is installed in your environment. • Back up the system database (MDB). The system database (MDB) backup is mandatory and ensures safe data recovery if any problems are encountered during the installation process. • Do not invoke ApplyPTF manually in your system while running the CA Service Management CA Service Management 17.3.0.22 installer. • In the case of, CA Service Desk Manager - Conventional configuration, if the Primary and Secondary servers are on • separate nodes, and the xFlow Interface is deployed on the Secondary Server, then the Database Client (Microsoft SQL Native Client or Oracle Database Client) is required on the Secondary Server for a successful installation. CA SDM must be installed for deploying the xFlow Interface. In the conventional configuration, it's recommended to install the xFlow Interface server on a secondary server. Advanced Availability users can install the xFlow Interface only on an application server. IMPORTANT After upgrading to CA Service Management 17.3.0.22, Maileater does not work with POP3 on a non-TLS port with Clear Text as a security level. This is a limitation of the upgraded Javamail (Third-party jar) used in connection to the mail server. Users are required to use LOGIN as a security level. (Optional) Backing up the CR_Stored_Queries Table CA Service Management provides a fix to address a vulnerability related to SQL injection. As part of this fix, Cr_Stored_Queries table is updated. If you have made customizations or changes to the Out-of-the-box (OOTB) stored queries, perform the below steps to take a backup before applying the CA Service Management patch: 1. Open a command prompt window and navigate to $NX_ROOT\patches. and create a folder Backup_Data. Navigate to this folder and take the Backup of the Cr_Stored_Queries table by running the following command: pdm_extract Cr_Stored_Queries> Cr_Stored_Queries_17.3_backup.dat 2. Verify that the Cr_Stored_Queries_17.3_backup.dat file is successfully created. 3. Now, proceed with CA Service Management 17.3.0.22 installation. 4. After applying the patch, if required based on your customizations, you can update the database files created in Step 1. Navigate to $NX_ROOT\patches\Backup_Data location and run the following command: pdm_load -f Cr_Stored_Queries_17.3_backup.dat Installation Prerequisites for CA Service Catalog Verify and complete the following prerequisites before proceeding with CA Service Catalog 17.3.0.22 installation: • Ensure that CA Service Catalog 17.3 or above is installed in your environment. • Back up the system database (MDB). The system database (MDB) backup is mandatory and ensures safe data recovery if any problems are encountered during the installation process. Installation Prerequisites for CA Asset Portfolio Management NOTE CA Service Management 17.3.0.22 does not have any new features/enhancements or fixed issues for CA Asset Portfolio Management (ITAM). Consider the following prerequisites: 315 CA Service Management - 17.3 NOTE If you have installed CA Asset Portfolio Management (CA APM, formerly ITAM) 17.3.0.21, then, do not select CA APM while installing CA Service Management 17.3.0.22 via the Installer Wizard. CA Service Management 17.3.0.22 Installation will show CA Asset Portfolio Management 17.3.0.21 tasks for installation. WARNING CA Asset Portfolio Management (CA APM) architecture is highly database-driven and has no rollback mechanism for database-related changes. Hence, the uninstallation of the CA APM patch is not recommended and is not supported. The only way to revert the database changes, if required, is by restoring the database backup which can lead to data loss. Verify and complete the following prerequisites before proceeding with the CA Asset Portfolio Management installation: • Ensure that CA Asset Portfolio Management 17.3 or above is installed in your environment. • Back up the system database (MDB). The system database (MDB) backup is mandatory and ensures safe data recovery if any problems are encountered during the installation process. Install CA Service Management 17.3.0.22 (Windows) CA Service Management 17.3.0.22 installer performs prerequisite checks and mandatory validations before installing the patch. NOTE • We recommend that you place the installer in a shorter directory path, containing no spaces, to avoid • errors when running the setup file. For example, unzip the file at: C:\WIN_17_3_0_22 In CA Service Desk Manager (SDM) Availability mode, the xFlow Interface can only be installed on an Application Server. If you have converted CA SDM conventional configuration to advanced availability configuration, and you have a previously installed version of xFlow Interface, ensure that you uninstall xFlow Interface and then, reinstall xFlow Interface on an Application server. Perform the following steps to install CA Service Management 17.3.0.22 on Windows: 1. From the Broadcom Support portal, download the WIN_17_3_0_22.zip file. NOTE CA Service Management 17.3.0.22 (Windows) installer is provided as a ZIP file and not as a CAZ file. Extract/unzip the content of the ZIP file to your local folder. 2. Copy WIN_17_3_0_22.zip on all servers in your environment. 3. Extract the contents of the ZIP file to the folder named WIN_17_3_0_22. 4. In CA SDM conventional configuration, stop CA SDM services in your environment. In the case of Advance Availability configuration, stop CA SDM services only on the server on which CA SDM will be installed. 5. Log in to the server as a local admin to install the patch. 6. Navigate to WIN_17_3_0_22 folder. Right-click Setup.exe and select run as administrator. 7. Review and Accept the License Agreement Information. 8. Select Microsoft SQL Server or Oracle as the database type in the Database Configuration screen. For Windows Microsoft SQL Server database, mdbadmin is the default user. 9. Provide the database details: a. If you have selected Microsoft SQL Server, provide the following field information: • Database Server: Enter the hostname of the database server. 316 CA Service Management - 17.3 If the target instance is part of a clustered instance, the virtual hostname of the cluster must be used. • Database Name: Enter the Database name (MDB), the name of the target DBMS. The default value is mdb. • Database Port: Provide the port identifier for the target DBMS. • Database Server Instance: The database instance name. Leave this field blank if you are using the default instance. • Database Admin User: For Microsoft SQL Server, sa is the default value. The sa user is the admin user with permission to create a user and schema. • Database Admin Password: Enter the database password of the user specified by a database admin user. No default value is assigned to this parameter. • mdbadmin Password: Enter the password for the user specified for the MDB admin user. • Confirm mdbadmin Password: Confirm the password. b. If you have selected Oracle database, provide the following field information: • Database Server: Enter the hostname of the Oracle database server. If the target instance is part of a clustered instance, the virtual hostname of the cluster must be used. • Oracle Service Name: Enter the Oracle Service name. • Listener Port: Enter the listener port for the database. • Net Service Name: Enter the Net Service Name of the Oracle database where the database resides. If the database is remote, use the Net Service Name that is defined in the Oracle client on the local computer. CA SDM has access to the database through a local installation of the Oracle client. • DBA User Name: Provide the name of an Oracle user with DBA access. The default value for DBA user is SYS. • DBA User Password: Enter the password for the DBA user. • mdbadmin Password: Enter the password for MDB admin. • Confirm mdbadmin Password: Confirm the password. • Tablespace Path (on DB Server): Provide the tablespace path on the database server. • Oracle Home Path: Provide the Oracle Client 64-bit path. Provide Oracle client 32-bit path. For CA Asset Portfolio Management, provide the Oracle 32-bit client. • Data Tablespace Name: Provide the name of the data tablespace. The default value is MDB_DATA. • Index Tablespace Name: Provide the index Tablespace Name: The default value is MDB_INDEX. Click Next. 10. On Select the Products and Integrations page, patch list is displayed. Select the required patch to install. WARNING CA Service Management does not support the uninstallation of the CA Asset Portfolio Management patch. Uninstalling the CA APM patch does not uninstall the MDB patch, as there is no rollback mechanism for the same. For more information, see Installation Prerequisites. a. CA Service Desk Manager • CA Service Desk Manager Patch • xFlow Interface Patch • Search Server Patch: Search server patch must be installed on a Server where an earlier version from previous releases is already installed. b. CA Service Catalog • CA Service Catalog Patch c. CA Asset Portfolio Management • CA Asset Portfolio Management Patch Click Next. 11. Review the Pre-Installation Configuration page. Click Next. 317 CA Service Management - 17.3 NOTE Select the option to perform the automated post-install steps for CA SDM. If this option is not selected, you must manually perform the post-install steps for CA SDM. Note that for CA Service Catalog and CA Asset Portfolio Management, you need to perform the manual post-install steps. 12. Click Install to proceed with the installation. Review the Installation progress and when the installation is complete, click Next. 13. To review the installation logs, navigate to the path shown in the installation summary screen. 14. Click Finish to exit the installer 15. After installing the xFlow Interface, start the CA xFlow Interface service from Windows Services (Control Panel, Administrative Tools, Services) as this service is not started by default. 16. After installing the search server, if the Search Server service is not started by default or if it stops, start the services from Control Panel, Administrative Tools, Services. 17. Validate the Installation. 18. Complete the Post-Installation Tasks. After installing the xFlow Interface and Search Server, you can configure the cache size for xFlow Interface. For more information about how to configure cache size, see Perform initial load and refresh index on the search server. Install CA Service Management 17.3.0.22 (Linux) NOTE In CA SDM Advanced Availability mode, the xFlow Interface can only be installed on an Application Server. If you have converted CA SDM conventional configuration to advanced availability configuration, and you have a previously installed version of xFlow Interface, ensure that you uninstall xFlow Interface and then, reinstall xFlow Interface on an Application server. CA Service Management 17.3.0.22 installer performs prerequisite checks and mandatory validations before installing the patch. IMPORTANT We recommend that you place the installer in a shorter directory path, containing no spaces, to avoid errors when running the setup file. For example, unzip the file at: <root>\casm_dvd.x86Linux\<installer_file> Perform the following steps to install CA Service Management 17.3.0.22 on Linux: 1. From the Broadcom Support portal, download LNX_17_3_0_22.zip. 2. a. Unzip the LNX_17_3_0_22.zip file. After you extract the zip file, ensure the CASM_17.3.0.22.tar file is available. Run the following command to untar the CASM_17.3.0.22.tar file: $ tar -xvf CASM_17.3.0.22.tar OR b. Run the following command: tar -xvzf LNX_17_3_0_22.zip 3. Set CA SDM bin and library environment variables. For example: export PATH=/opt/CA/ServiceDeskManager/bin:$PATH export LD_LIBRARY_PATH=/opt/CA/ServiceDeskManager/lib:$LD_LIBRARY_PATH 4. In SDM conventional configuration, stop CA SDM services in your environment. In the case of Advance Availability, stop CA SDM services only on the server on which CA SDM will be installed. 5. Run the setup file from the casm_dvd.x86Linux folder to install the application(s) using the following command: ./setup.sh 6. Review and accept the license agreement terms. 318 CA Service Management - 17.3 7. In Database Configuration, select Oracle as the database type. Ensure that you have installed the Oracle database client in your system. Provide the following Oracle database configuration details: – Database Server: Enter the hostname of the Oracle database server. If the target instance is part of a clustered instance, the virtual hostname of the cluster must be used. – Oracle Service Name: Enter the Oracle Service name. – Listener Port: Enter the listener port for the database. – Net Service Name: Enter the Net Service Name of the Oracle database where the database resides. If the database is remote, use the Net Service Name that is defined in the Oracle client on the local computer. CA SDM has access to the database through a local installation of the Oracle client. – DBA User Name: Authenticates the name of the user with DBA access. The default value for DBA user is SYS. – DBA User Password: Authenticates the password for DBA user. – mdbadmin Password: Specify the password for the mdbadmin user. – Confirm mdbadmin Password: Confirm the mdbadmin user password. – Tablespace Path (on DB Server): Enter the tablespace directory on the database server. – Oracle Home Path: Provide the Oracle Client 64-bit path. Provide Oracle client 32-bit path for fresh installation – Data Tablespace Name: Enter the tablespace name. The default value is MDB_DATA. – Index Tablespace Name: Enter the index tablespace name: The default value is MDB_INDEX. 8. Click Next. 9. On Select the Products and Integrations page, patch list is displayed. Select the required patch to install. a. CA Service Desk Manager • CA Service Desk Manager Patch • xFlow Interface Patch • Search Server Patch: A search server patch must be installed on a server where an earlier version from previous releases is already installed. 10. Click Next. 11. Review the Pre-Installation Summary page. Click Next. 12. Click Install to proceed with the installation. Review the Installation progress and when the installation is complete, click Next. 13. To review the installation logs, navigate to the path shown in the installation summary screen. 14. Click Finish to exit the installer. If patch installation fails for a product, retry the installation by using the Retry option in the wizard where it fails. If retry does not work, exit the installer and relaunch it. If the problem persists, contact Broadcom Support. 15. After installing xFlow Interface, start the CA xFlow Interface service. Navigate to /opt/CA/xFlow/Apps and run the following command from a command prompt window: ./xFlowServer start To stop the server, run the following command: ./xFlowServer Stop.sh 16. Navigate to /opt/CA/SC/SearchServer/elasticsearch/bin and run the following command from the command prompt window: ./ServicesStart.sh NOTE If you get the below message while restarting the search server service, ignore it and continue: groupadd: group 'elasticsearch' already exists useradd: user 'elasticuser' already exists runuser: warning: cannot change directory to /home/elasticuser: No such file or directory OpenJDK 64-Bit Server VM warning: Option UseConcMarkSweepGC was deprecated in version 9.0 and will likely be removed in a future release. 319 CA Service Management - 17.3 To stop the server, run the following command: /ServicesStop.sh 17. Validate the Installation. 18. Complete the Post-Installation Tasks. After installing the xFlow Interface and Search Server, you can configure the cache size for xFlow Interface. For more information about how to configure cache size, see Perform initial load and refresh index on the search server. Validate CA Service Management 17.3.0.22 Installation To verify the successful installation of CA Service Management 17.3.0.22, validate the installation for the corresponding applications in the following location. You can also navigate to the root folder where you have locally installed the application and select the "env.info" file for validating your installation: • CA ITAM: • • • NOTE CORA version: 17.4.0.57 – C:\Program Files (x86)\CA\ITAM\env.info – product=ITAM – major=17 – minor=3 – cum=0 – roll-up=21 NOTE CA CASM uses Apache Tomcat version 9.0.71. CA Service Catalog: – %USM_HOME%\CA_SLCM_<hostname>.his file – %USM_HOME%\view\webapps\usm\locale\about_info.xml – %USM_HOME%\build.xml – %USM_HOME%\env.info xFlow Interface: – C:\Program Files\CA\xFlow\<hostname>.his file – NX_ROOT\env.info – NX_ROOT\version.xml CA SDM: – C:\Program Files (x86)\CA\Service Desk Manager\<hostname>.his file – NX_ROOT\pdmconf\version – NX_ROOT\env.info – HELP, ABOUT NOTE For CA SDM, the Binary and Language Combo patches are installed irrespective of the environment. The language patch for the corresponding CA SDM environment is installed. To validate the successful installation of the patches, follow these steps: 1. Open the <sdm_installation>\<hostname>.his file in a text editor. 320 CA Service Management - 17.3 2. Search for the instances of "hyd-761". In a successful install, you should come across these three entries (Binary, Language Combo, and corresponding language patch). Application Windows Linux CA Asset Portfolio Management T6EE540 NA CA Service Catalog T6D9893 NA CA Service Desk Manager - Binary hyd-761_cum_C hyd-761_x86_64Linux_cum_C CA Service Desk Manager - Languag504e Comb hyd-761_langcombo hyd-761_langcombo CA Service Desk Manager - English hyd-761_en_US hyd-761_x86_64Linux_en_US CA Service Desk Manager - German hyd-761_de_DE hyd-761_x86_64Linux_en_DE CA Service Desk Manager - Spanish hyd-761_es_ES NA CA Service Desk Manager - French hyd-761_fr_FR hyd-761_x86_64Linux_fr_FR CA Service Desk Manager - Italian hyd-761_it_IT NA CA Service Desk Manager - Japanese hyd-761_ja_JP hyd-761_x86_64Linux_ja_JP CA Service Desk Manager - Brazilian Portuguese hyd-761_pt_BR NA Post-Installation Tasks for CA Service Management 17.3.0.22 After successful installation of CA Service Management 17.3.0.22, perform the following post-installation steps. CA Service Desk Manager Manual Steps required for Automated Post-Installation CA Service Management provides an option in the installer to automate the post-install tasks. If you have selected Yes to automate the post-installation steps while running the CA Service Management Installer Wizard, you are not required to perform any manual post-install steps for CA Service Desk Manager (SDM). If you have selected No for automating the post-install steps while running the CA Service Management Installer wizard, perform the below manual post-install tasks as per your deployment requirements: Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.21 or CA SDM 17.3.0.20 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.19 Perform the following steps: 1. Stop CA SDM services. 321 CA Service Management - 17.3 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.18 or CA SDM 17.3.0.17 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.16 or CA SDM 17.3.0.15 or CA SDM 17.3.0.14 or CA SDM 17.3.0.13 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.12 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load -u -f -f -f –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 5. Restart CA SDM Services. 322 CA Service Management - 17.3 Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.11 or CA SDM 17.3.0.10 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_12_insert.dat pdm_load pdm_load pdm_load pdm_load pdm_load -u -u -f -f -f –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.9 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -u -u -f -f -f r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.8 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -f -u -u -f -f -f r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 5. Restart CA SDM Services. 323 CA Service Management - 17.3 Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.7 or CA SDM 17.3.0.6 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_08_insert.dat pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -f -f -u -u -f -f -f r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.5 or CA SDM 17.3.0.4 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -f -u -f -f -f -f -u -u -f -f -f r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.3 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: 324 CA Service Management - 17.3 pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -f -u -f -f -f -f -u -u -f –f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat 5. Restart CA SDM Services. Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.2 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Open a command prompt window and run the following command: pdm_configure 4. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -u -f -u -f -f -f -f -u -u -f -f -f –f r17_3_03_update.dat -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat r17_3_19_insert.dat r17_3_20_insert.dat 5. Restart CA SDM Services Manual Post-Install Tasks After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.1 or 17.3 Perform the following steps: 1. Stop CA SDM services. 2. Navigate to NX_ROOT/site/config.properties file and ensure that the value of resources.created parameter is set to 0. 3. Navigate to the NX_ROOT/bin and open the command prompt and run the below command: pdm_options_mgr -c -s attach_force_save_dialog -v 1 -a pdm_option.inst -t 4. Run the following command: pdm_configure 5. Change the directory to NX_ROOT/data, and execute the following commands: pdm_load -f r17_3_02_insert.dat pdm_load -u -f r17_3_02_update.dat 325 CA Service Management - 17.3 pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load pdm_load -u -u -f -u -f -f -f -f -u -u -f -f r17_3_03_update.dat -f r17_3_04_update.dat r17_3_06_insert.dat –f r17_3_06_update.dat r17_3_08_insert.dat r17_3_09_insert.dat r17_3_10_insert.dat r17_3_12_insert.dat –f r17_3_12_update.dat –f r17_3_13_update.dat r17_3_17_insert.dat pdm_load -f r17_3_19_insert.dat pdm_load -f r17_3_20_insert.dat 6. Restart CA SDM Services. Manual Post-Installation Task for CMDB If you are applying CA Service Management 17.3.0.21 in an SSL environment, CA SDM Administrators must perform the following post-installation steps for CMDB Visualizer Interface to open using the HTTPS protocol when launching from CA SDM UI: 1. In the NX.env file, change the NX_CMDB_VISUALIZER entry to provide HTTPS protocol and HTTPS port. For example: @NX_CMDB_VISUALIZER=https://sdmurl:<VIZ_SSL_PORT>/CMDBVisualizer 2. In casm.conf.js file from NX_root\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\viz-ux\conf, provide the HTTPS as protocol and HTTP port. For example: sdm: { } vizserver: 'https://sdmurl:<VIZ_SSL_PORT>/CMDBVisualizer/viz', server: 'https:// sdmurl:<SDM_SSL_PORT>/CAisd/pdmweb.exe' Manual Post-Installation Task for OAuth 2.0 (Maileater/Mailer) After generating an access token for OAuth 2.0 to connect to a mail server, perform the mandatory post-install tasks on all servers in your environment: 1. Create a backup of web.xml from NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF in your local directory to perform backout if required. 2. Open the web.xml file from NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF. 3. Search for the following statement:  4. Copy and paste the following configuration under the statement: <servlet> <servlet-name>OAuthProcessor</servlet-name> <servlet-class>com.broadcom.oAuth.OAuthProcessor</servlet-class> </servlet> 5. Copy and paste the following configuration after any <servlet-mapping>: <servlet-mapping> <servlet-name>OAuthProcessor</servlet-name> 326 CA Service Management - 17.3 <url-pattern>/OAuthProcessor</url-pattern> </servlet-mapping> 6. Save and close the web.xml file. 7. For OAuth servlet preservation in a primary and secondary environment, the secondary server must also have the OAuth processor entries in the following file: <NX_ROOT>\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF \web.xml.last. 8. Repeat Steps 1-8 to update web.xml.tpl file in the NX_ROOT\samples\pdmconf\web.xml.tpl folder to avoid losing these changes when pdm_configure is run at a later point of time. 9. Run the following command: pdm_tomcat_nxd -c STOP command 10. Wait for some time (a minute or so) and run the following command: pdm_tomcat_nxd -c START command For more information, see Define a mailbox. Manual Post-Installation Task for Excel file (*.xlsx) export 1. Execute the following command: pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst 2. Execute the following command to add the new NX variable to NX.env.tpl file. pdm_options_mgr -c -s use_legacy_export -v "No" -a pdm_option.inst -t 3. Restart CA SDM services. (Optional) Manual Post-Installation Task for Knowledge Document export with German fields If you are exporting Knowledge Document with German Fields (included in the export field list), then perform the below post-install steps for successful export of knowledge documents: 1. Take the backup of NX_ROOT\NX.env file (NX_ROOT is the installation directory for CA Service Desk Manager). 2. Open NX_ROOT\pdmconf\NX.env_nt.tpl file using any text editor and take the value of NX variable @NX_KEIT_AVAILABLE_FIELDS which is COPIED_DATA and update Nx.env in NX_ROOT by executing below command: pdm_options_mgr -c -s KEIT_AVAILABLE_FIELDS -v <COPIED_DATA> -a pdm_option.inst Where COPIED_DATA is the value copied from NX.env_nt.tpl (step 2). For example, " pdm_options_mgr -c -s KEIT_AVAILABLE_FIELDS -v <provide the exact string here> -a pdm_option.inst " Note to avoid losing the updated changes when you run pdm_configure, execute the above command with the '-t' flag as follows: pdm_options_mgr -c -s KEIT_AVAILABLE_FIELDS -v <COPIED_DATA> -a pdm_option.inst -t (Optional) Manual Post-Installation Task for EEM Cache Timeout Configuration Update You may face issues while logging in to EEM or SDM using the EEM user accounts due to a session cache timeout mismatch between EEM and SDM. Starting from 17.3 RU13, you can update the EEM cache timeout configuration by adding a new NX variable, "NX_EEM_CACHE_UPDATE_TIME" in SDM. Keep the value the same as the EEM cache timeout configuration value mentioned in the following screenshot. 327 CA Service Management - 17.3 To set the EEM cache update time to 300 seconds, perform the following steps: To add the variable in the nx.env file, run the following command: pdm_options_mgr -c -s EEM_CACHE_UPDATE_TIME -v 300 -a pdm_option.inst To add the variable in the nxenv_nt.tpl file, run the following command: pdm_options_mgr -c -s EEM_CACHE_UPDATE_TIME -v 300 -a pdm_option.inst –t xFlow Interface Manual Post-Installation Task for JointJS upgrade To address security vulnerabilities, JointJS is upgraded to version 3.5.5. Perform the following steps to upgrade JointJS in your environment. Follow these steps: 1. Stop the CA xFlow Analyst Interface service. 2. Navigate to <xFlow_installed_location>\APPS\Services\incidentmicroservice-17.0.479\public \resources\jointjs\joint.min.css and< xFlow_installed_location >\APPS\Services \incidentmicroservice-17.0.479\public\js\thirdparty\jointjs\joint.min.js and back up the file. 3. From the Broadcom Support portal, download the 99111521.zip file. 4. Extract the content of the zip file. 5. After you extract the zip file, verify the Jointjs folder and ensure the folder contains these files: a. joint.min.js b. joint.min.css 6. Copy the joint.min.js file. 7. Navigate to xFlow_installed_location\APPS\Services\incidentmicroservice-17.0.479\public\js \thirdparty\jointjs folder and paste the copied file. 8. Copy the joint.min.css file. 9. Navigate to xFlow_installed_location >\APPS\Services\incidentmicroservice-17.0.479\public \resources\jointjs folder and paste the copied file. 10. Restart the CA xFlow Analyst Interface service. 328 CA Service Management - 17.3 Service Point After successful installation of Service Point, refresh index and data on the Search Server. NOTE In case of Linux Search Server environment, ensure to run the following commands on the terminal: sysctl -w vm.max_map_count=262144 ulimit -Hn 65535 (Optional) Manual Post-Installation Task for Rebuild Index If you have upgraded or are planning to install CA EEM 12.6 with Service Point and CA Service Catalog, ensure that you rebuild the CA Service Catalog index after completing the CA EEM upgrade/installation process. For more information, see Perform Initial Load and Refresh Index Data on Search Server. Run the following command to rebuild the index: $ES_HOME/search/bin/pdm_es_rebuild_index.bat index=catalog_index CA Service Catalog Perform the following CA Service Catalog post-installation steps as per your environment requirements: • Post-Installation Tasks after installing CA Service Catalog 17.3.0.22 on CA Service Catalog 17.3.0.1 or later versions • Post-Installation Tasks after installing CA Service Catalog 17.3.0.22 on CA Service Catalog 17.3 • gMSA Authentication Post-Install Tasks After Installing CA Service Catalog 17.3.0.22 on CA Service Catalog 17.3.0.1 or later versions Review and perform the post-installation steps based on your deployment requirements. NOTE If any SSL certificate(s) chain was imported to the Oracle Java's JAVA_HOME\lib\security\cacerts Keystore, those certificate(s) chain again need to be exported explicitly and imported properly into the new AdoptOpenJDK's %USM_HOME%\embedded\jdk\lib\security\cacerts Keystore. Follow these steps • (Optional) If Service Catalog is accessed from applications like Service Point, SharePoint and so on, then you must • perform this step. Open the "web.xml" file located in USM_HOME%\view\webapps\usm\WEB-INF and update the respective parameter values for the parameter name "cors.allowed.origins" and "cors.support.credentials". For example, if you are using Catalog Widgets in Service Point (Optional) Unable to approve any workflow requests through email. The email sent for approvals is corrupted with special characters. Follow the KB article steps. Post-Install Tasks After Installing CA Service Catalog 17.3.0.22 on CA Service Catalog 17.3 Perform the following steps after installing CA Service Catalog: Update viewService.conf 1. To update the viewService.conf file, perform the below steps: a. Open USM_HOME\view\conf\viewService.conf file in Administrator edit mode. b. Search for "wrapper.java.additional.xx=-Xverify:none" and add the following entries after it. NOTE The xx is a sequence value in viewService.config file and varies as per your environment. #trust these packages for serialize for upgraded activemq 329 CA Service Management - 17.3 wrapper.java.additional.xx=Dorg.apache.activemq.SERIALIZABLE_PACKAGES=java.lang,javax.security,java.util,org.apache.activemq,org.fusesource. For example, if the search string contains 23, i.e., "wrapper.java.additional.23=-Xverify:none", add the following entry after it. #trust these packages for serialize for upgraded activemq wrapper.java.additional.24=Dorg.apache.activemq.SERIALIZABLE_PACKAGES=java.lang,javax.security,java.util,org.apache.activemq,org.fusesource. c. Save the file. 2. (Optional) If Service Catalog is accessed from applications like Service Point, SharePoint and so on, then you must perform this step. Open the "web.xml" file located at USM_HOME%\view\webapps\usm\WEB-INF and update the respective parameter values for the parameter name "cors.allowed.origins" and "cors.support.credentials". For example, if you are using Catalog Widgets in Service Point: – Search the parameter name "cors.allowed.origins" and update the respective parameter value as shown here. <param-name>cors.allowed.origins</param-name> <param-value>,http://servicepointhostname:servicepointport</param-value> – earch the parameter name "cors.support.credentials" and update the respective parameter value to true as shown here. <param-name>cors.support.credentials</param-name> <param-value>true</param-value> Retain the default configuration in web XML, if no other application is accessing catalog: <param-name>cors.allowed.origins</param-name> <param-value>*</param-value> <param-name>cors.support.credentials</param-name> <param-value>false</param-value> 3. Restart the CA Service Catalog services. Update server.xml Perform the below steps: 1. Update server.xml file located at USM_HOME\view\conf. Add the below attributes to HTTP and HTTPS connector tags to allow below characters which are mandatory for the application to work. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" For example:  330 CA Service Management - 17.3 <Connector port="XXXX" disableUploadTimeout="true" URIEncoding="UTF-8" .. .. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" />  <Connector port="XXXX" disableUploadTimeout="true" URIEncoding="UTF-8" .. .. relaxedPathChars="[]|{}^\`"<>" relaxedQueryChars="[]|{}^\`"<>" /> Tomcat server.xml allows special characters in Hex code format in relaxedPathChars and relaxedQueryChars. For more information, see the following special characters and their respective Hex codes: Special Character Name Special Character Hex Code Backslash \ \ Grave accent ` ` Double quotes " " Less than < < Greater than > > 2. Restart the CA Service Catalog services. (Optional) Approve workflow requests through email The workflow email sent for approvals is corrupted with special characters. To approve any workflow requests through email, follow the KB article steps. gMSA Authentication Post-Install Steps for CA Service Catalog (Automated steps) CA Service Catalog provides automated post-installation steps for gMSA Authentication. Review the following before you proceed: • Prerequisites and Considerations • How to Automate gMSA Post-Installation Steps • Unconfigure gMSA Prerequisites and Considerations: Ensure that you have taken care of the below considerations on all nodes of CA Service Catalog where you want to automate the gMSA post-installation procedure. 1. If the accounting service is available, perform the automated post-install steps by updating serviceName to ServiceAccounting and providing the appropriate gMSA account name in the gmsa.properties file. 2. If the filestore path is external to the server from where the GMSAPostInstall.bat is running, ensure to provide appropriate access to the server for setting the gMSA account permissions. 3. While preparing the properties file, check for any copy/paste issues, special characters, spaces, and so on. 331 CA Service Management - 17.3 How to Automate gMSA Post-Installation Steps Perform the following steps to enable the batch file GMSAPostInstall.bat and to automate the gMSA post-installation steps: 1. Create a gMSA account for CA Service Catalog. 2. Ensure that appropriate DB (database) permission is given to the newly created account(s). 3. Enter the below values in the gmsa.properties file and save it. NOTE A template file (gmsa.properties) is added in the common installer in "\filestore\SLCM\gMSAProperties" . Optionally. use this file as a template file to fill gmsa properties. This can be copied to "USM_HOME/scripts/ GMSA" where Catalog is installed. NOTE All values are mandatory. Make sure that there are no leading or trialing spaces while providing these values. a. serviceName: Application service name to enable GMSA. In the case of Catalog, it will be ServiceCatalog and for accounting, it will be ServiceAccounting. b. folderName: Absolute path of the application installation directory. c. gMSAName: Name of the GMSA service account (domain\accountName$). d. filestorePath: Shared network path (\\Server_name\filestore) or local filestore path 4. Navigate to %USM_HOME% and launch usm.cmd 5. Navigate to %USM_HOME%/scripts/GMSA/ folder and run the "GMSAPostInstall.bat" in command prompt. NOTE If the command executes without any error, "Post-installation steps for GMSA executed successfully" message is displayed with exit code 0. If there are errors, the error message is shown with a non-zero exit code. Correct the error to continue and perform step 5 again. Unconfigure gMSA for CA Service Catalog To disable or unconfigure gMSA for CA Service Catalog, follow the steps below: 1. Replace config.properties file from%USM_HOME%\ folder. 2. Revert back all the folder permissions which were assigned to domain users. 3. Start Catalog and Accounting Services with the local system account. NOTE In the case of load balancers, repeat steps 1-3 to unconfigure gMSA on all Catalog servers. CA Asset Portfolio Management Manual Post-Installation Task for Removing jQuery, log4net, and log4j Vulnerabilities After installing 17.3.0.21, delete jquery-1.3.2.min.js, jquery-ui-1.7.2.custom.min.js , log4net.dll, and log4j from their respective installed folders.. Perform the following steps: 1. Log on to CA APM Web Server, navigate to the <ITAM_install_dir>\ITAM\Web Server\castylesr5\javascript. Example: C:\Program Files (x86)\CA\ITAM\Web Server\castylesr5\javascript Locate and delete the jquery-1.3.2.min.js and jquery-ui-1.7.2.custom.min.js files from the directory. 2. Navigate to the ITAM_install_dir\CA\ITAM\Data Importer. Locate and delete the log4net.dll file from the directory. 3. Navigate to the C:\Program Files (x86)\CA\SC\CORA. Locate and delete the log4j-1.2.15.jar, log4j.properties, and ojdbc6.jar files from the directory. 4. Navigate to the ITAM_install_dir\CA\ITAM. 332 CA Service Management - 17.3 Backup the following folders and manually delete them: • CDB • MDB • jre8 5. Perform an IISRESET and delete the browser's cache to load the upgraded files. Manual Post-Installation Task for AMS After installing 17.3.0.21, you must re-enable the "Local System Account" user for the AMS service. Perform the following steps: 1. 2. 3. 4. 5. 6. Go to the Services.MSC Open the properties of the AMS service i.e Apache Tomcat 9.0 AMS. Click Log On tab. Select “Local System Account”. Click OK. Restart the AMS service. Post-Installation Tasks - CA SDM Advance Availability 17.3.0.22 The installer wizard provides an option in the installer to automate the post-install tasks. Perform the following postinstallation tasks for CA SDM Advanced Availability Configuration. For the Advanced Availability configuration, the following host names are considered as an example: • The background server hostname is sdmcahost1. • The standby server hostname is sdmcahost2. • The application server hostname is sdmcahost3. Manual Steps required for Automated Post-Installation If you have selected Yes for automating the post-install steps while running the installer wizard, then perform manually the following post-install tasks: Manual Post-Install Tasks - After Installing CA Service Desk Manager (SDM) 17.3.0.22 on CA SDM 17.3.0.21 or CA SDM 17.3.0.20 1. Ensure that the patch is applied on the standby server (sdmcahost2). 2. Start the CA SDM service on the standby server (sdmcahost2). Open the command prompt and run the following command: pdm_server_control -b 3. Ensure that the patch is applied on the original background server (sdmcahost1) which is now a standby server. 4. Start the CA SDM service on the standby server (sdmcahost1). Run the following command: pdm_server_control -b 5. Clear the browser cache by the following command: pdm_webcache -H 6. Ensure that the patch is applied on all the application servers and the remaining standby servers if any. If you selected YES to automate the post-install steps, then there are no more manual post-install steps to be performed. Manual Post-Install Tasks - After