Implement CA Service Management 14.1.04

This article contains the following topics:
casm1401
This article contains the following topics:
 
 
Overview
 
CA Service Management
 14.1.04 is an update for 
CA Service Management
 14.1x, which provides new features, enhancements and bug fixes. For more information about supportability and how to install these components, see Supportability Matrix.
The following patches are available for Windows and Non-Windows environment to download from CA Support
  •  
    RO96941 (Windows)
     
  •  
    RO96943 (Linux)
     
  •  
    RO96942 (Solaris)
     
  •  
    RO96940 (AIX)
     
 If you have an integrated environment for CA Service Catalog and Unified Self-Service, ensure to install 
CA Service Management
 14.1.04 on top of 
CA Service Management
 14.1.x. An alternative is to request for a solution for problem# 25 to avoid any integration errors. For more information, contact CA Support.
Prerequisites
Prerequisites for 
CA Service Management
 Installation
Verify and complete the following prerequisites before proceeding with 
CA Service Management
 14.1.04 installation :
  • To install and use cumulative patch, ensure that 
    CA Service Management
     14.1.x is installed in your environment. For more information, visit CA Technical Support.
  • Before installing the cumulative patch, ensure that you have read the CA Service Management 14.1.04 Release Notes 
  • Back up your system database (MDB) before installing the cumulative patch. This is mandatory and ensures safe data recovery if any problems are encountered during the installation process.
Prerequisites for Unified Self-Service Installation
Do not invoke ApplyPTF manually in your system while running the 
CA Service Management
 14.1.04 patch installer. If ApplyPTF is invoked, an alert message may appear that you can run only one ApplyPTF at a time, and the task of applying USS patch gets completed without applying the patch.
Prerequisites for CA Asset Portfolio Management Installation
Complete the following prerequisites before proceeding with CA APM 14.1.04 installation:
Install .NET 4.5.2 framework on Windows Server 2008:
To install .NET 4.5.2 framework on Windows Server 2008, complete the following steps:
  1. Navigate to .NET 4.5.2 framework 
    Root folder/filestore/
    Prerequisite.
  2. Execute 
    NDP452-KB2901907-x86-x64-AllOS-ENU.exe.
     
  3. Follow on-screen instructions. Click 
    Next
    .
  4. Review the summary screen.
  5. Click 
    Finish
     to exit the installer.
    .NET 4.5.2 framework is now installed.
Add ASP.NET in IIS on Windows Server 2012
To add ASP.NET in IIS on Windows Server 2012, perform the following steps:
  1. Open Server Manager.
  2. Navigate to 
    Manage
    Add Roles and Features
    .
  3. Follow on-screen instructions. Select installation type and destination server.
  4. Select 
    Roles 
    from the select server roles pane, expand
     Web Server (IIS)
    Application Development (IIS)
    .
  5. Select 
    ASP.NET 3.5
     and 
    ASP.NET 4.5
    .
  6. Click 
    Next
    .
  7. Follow on-screen instructions and complete the installation.
    ASP.Net is now added in IIS.
For more information on supported operating system, databases, web browsers, and so on, see Supportability Matrix. 
Additionally, if you want to identify and list the 
CA Service Management
 product patches installed in your system, you can run SMPatchReport utility. For more information, see Run SMPatchReport Utility to Get Installed Patches List 
Prerequisites for CA Service Desk Manager
Verify and consider the following prerequisites before installing 
CA Service Management
 14.1.04:
  • Do not invoke ApplyPTF manually in your system while running the 
    CA Service Management
     14.1.04 patch installer. If ApplyPTF is invoked, an alert message may appear that you can run only one ApplyPTF at a time, and the task of applying CA SDM patch gets completed without applying the patch.
  • To utilize the Customization Upgrade Utility, perform the Customization Upgrade Utility Prerequisites.
  • For CA SDM mobile app, navigate to the <
    NX_ROOT>\CA\Service Desk Manager\bopcfg\www\CATALINA_BASE_REST\webapps folder and create a backup of 
    workflow.war
     file and then delete the file and the 
    workflow
     folder.
     
  • If you are deploying xFlow Analyst Interface with Apache Web Server on Windows 2012, update the 
    KB2999226
     patch for x64 Systems.
  • Ensure that your implementation has CA SDM 14.1 or above. The xFlow Analyst Interface server is deployed only on top of CA Service Desk Manager.
  • If you are installing the xFlow Analyst Interface on Internet Information Services (IIS), complete the following steps: 
     Failure to complete these steps may result in 
    login unauthorized 
    error when you try logging into the xFlow Analyst Interface server.
    1. Install the IIS web server. 
    2. Open the command prompt and execute the following command to list the current MIME mapping:
      "%windir%\system32\inetsrv\appcmd.exe" list config /section:staticContent | find "json"
      If you get the following output, skip the procedure mentioned in step 3. If the command output is blank or empty, perform step 3. 
      <mimeMap fileExtension=".json" mimeType="application/json" />
    3. (optional) Enable the 
      json 
      MIME type :
      "%windir%\system32\inetsrv\appcmd.exe" set config /section:staticContent /+"[fileExtension='.json',mimeType='application/json']"
    4. To reset the IIS web server, run the following command:
      iisreset
Hardware Requirements
Review the following hardware requirements before you proceed with installing the xFlow Analyst Interface and Search Server: For more information, see Supportability Matrix
Server Type
CPU Requirement
RAM Requirement
Disk Space Requirement
xFlow Analyst Interface
Minimum Dual Processor 2 GHz
Preferred Quad Core Processor 2 GHz
Minimum 16 GB
Recommended 32 GB
12 GB
Search Server (Small)
4-8 Core CPU
Minimum 16 GB
Recommended 32 GB
12 GB
Supported Ports and Port Ranges
In addition to the list of ports opened in your environment, open the following ports to install CA SDM with xFlow Analyst Interface and Search Server. For more information about CA SDM ports and port ranges in general, see CA SDM Ports.
Port Name
Port Number
CA SDM Tomcat Port
8080
CA SDM Tomcat Shutdown Port
8085
CA xFlow Analyst Web Server Port
9002
CA xFlow Analyst Incident Service Port
9004
CA xFlow Analyst Search Service Port
9006
CA xFlow Notification Service port 
(requires Web Sockets Protocol)
9008
Search Server HTTP Port          
9012
Search Server TCP Port             
9300 
How to Deploy
If you are installing CA Service Desk Manager for the first time, a phased approach is recommended. Start with a small pilot group and add users and servers in phases. The following topics are described in this section: 
 
Deployment Guidance
 
CA SDM deployment model consists of the following categories:
  1. Small
  2. Medium
  3. Large 
CA SDM Advanced Availability configuration is recommended since it provides better performance and availability. Customers with less demanding needs can opt for CA SDM conventional configuration. Use clustered DBMS configurations to support large data volumes. Each server in advanced availability mode requires DBMS connectivity. 
 It is difficult to give exact recommendations for deployment models since customers use CA SDM differently based on environment and organization requirements. Deployment model showcased in this article is based on feedback received from CA SDM customers, in general.
: If you are using a load balancer for Advanced Availability, ensure that the load balancer is configured to use sticky sessions.
The following diagram shows how to deploy CA SDM for small, medium, and large CA SDM configurations: 
Deployment Guidance Model for CA SDM Small, Medium, and Large Customers
Deployment Guidance Model for CA SDM Small, Medium, and Large Customers
This table describes CA SDM environment category and concurrent Analyst sessions:
Category
Analyst Sessions
 
 
CA Service Management
 
 Server Type
Database
Search Server
Tiny*
(*Not depicted in the diagram)
1-10
1 Primary (recommended 16-24 GB RAM)
On CA SDM Server
On CA SDM Server
Small
1-200
1 Background Server
1 Standby Server
2 Application Servers 
Dedicated Server
Dedicated Server
Medium
200-5000
1 Background Server
1 Standby Server
5 Application Servers 
Clustered
Cluster of 3
Large
5000+
1 Background Server
1 Standby Server
5+ Application Servers 
Clustered
Cluster > 3 Solid-State Drive (SSD) disks
If you are installing CA SDM for the first time, see Hardware and Software Requirements for the Install.
Install CA Service Desk Manager 14.1.04
The installer installs the following components: 
  1. The installer checks for CA SDM 14.1 and above in your environment and auto-upgrades to CA SDM 14.1.04.
    Install the patch on all existing CA SDM servers.
  2. Installs xFlow Analyst Interface.Install the xFlow Analyst Interface on top of CA SDM 14.1 or above. Add a new secondary server for CA SDM conventional and an application server for Advanced Availability.
     Advanced Availability users can install the xFlow Analyst Interface only on an application server. 
    The new interface requires additional hardware resources and scales better horizontally. The main components of the xFlow Analyst Interface are a set of services (Incident, search, and notification services). These services share the default domsrvr out-of-the-box. For better performance, dedicate your domsrvrs for these services. From the CA SDM console, navigate to 
    Administration
    xFlow Analyst Interface
    General
     tab and update the following domsrvr variables: 
    • sdm.domsrvr.inms (for Incident services)
    • sdm.domsrvr.srms (for search services)
    • sdm.domsrvr.psms (for notification services)
      You can provide multiple domsrvrs separated by a comma (,) for these services. After updating these variables, restart the xFlow Analyst Server services. For more information, see Configure the xFlow Analyst Server Services.
  3. Installs Search Server.
    Consider dedicating a server to install the Search Server. The search server has built-in clustering feature and can be installed on a standalone setup if your implementation has CA SDM 14.1.04. The recommendation for larger customers is that you install the search server on three or more servers and manually configure it to a fault-tolerant cluster.
The following diagram shows the installation model for new xFlow Analyst Interface users:
Installation Model-CA SDM Classic UI to xFlow Analyst Interface
Installation Model-CA SDM Classic UI to xFlow Analyst Interface
For more information about installation and post-installation tasks, see the following topics: