CA Service Management 17.1 Release Notes

Learn about the new features, enhancements, known issues, and fixes.
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The 
CA Service Management
 17.1 Release Notes includes the following release-specific information such as, new features, enhancements to existing features, fixed issues, and known issues:
 
 
3
 
 
 For information on how to install 
CA Service Management
 17.1, see Installing CA Service Management 17.1 and to upgrade, see Upgrading to CA Service Management 17.1.
What's New in 
 
CA Service Management
 
 17.1
This article explains What’s New in 
CA Service Management
 17.1.
Feature Walk-through
The following video provides a quick overview of the new features and enhancements in 
CA Service Management
 17.1.
 

 
Insights
Insights in 
CA Service Management
 enables decision-makers with self-service analysis capability to understand and analyze the key metrics and historical trends. 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. For more information, see Getting Started with Insights.
Watch this Video to learn about Insights
 

 
xFlow Interface Enhancements
Workflow Tasks
 
 
xFlow Interface
 
 now allows an analyst to view and manage classic workflow tasks. This capability also introduces a visual representation of workflow tasks to help analysts understand the end-to-end workflow. For more information, see Manage Workflow Tasks and Detail View.
Manage Service Type Event and SLA
Service types identify the levels of support service provided to or contracted by your service desk customers. The 
 
xFlow Interface
 
 now provides the ability to view, delay, resume, and/or cancel the attached service type events. You can set actual time in the service target for a service event type. For more information, see Manage Service Type Events.
App Launcher and Role Switching
The 
 
xFlow Interface
 
 now provides the ability to configure and launch Apps as per user authorization (Access Types and Roles). For more information, see App Launcher - Apps Configuration and Role Switching.
View KB Articles
The 
 
xFlow Interface
 
 now provides the ability to view the KB articles from the 
 
xFlow Interface
 
, As an analyst, you do not have to switch to the Classic CA SDM every time you want to view a KB document/article. For more information, see View KB Articles
SAML Authentication
 
 
xFlow Interface
 
 now supports SAML based Single Sign-on Authentication. For more information, see Enable SAML Authentication for xFlow Interface.
In-Context End User Information
The In-Context End User Information viz-a-viz the Quick Profile equips the analyst with the contact and environment information of the user. This enables the analyst to deliver an enhanced customer experience and an effective ticket resolution. For more information, see In-Context End User Information.
Follow Up
Allows an analyst to schedule a follow-up for a ticket. An analyst can also set a reminder for the follow-up. This reminder is displayed as a pop-up. In case no action is taken on the reminder pop-up, it is displayed as an unread notification. For more information, see Follow Up.
Contextual Collaboration
Contextual Collaboration provides the analyst with the capability to interact with other analysts and seek assistance in resolving the tickets. An analyst can initiate a conversation with one or multiple analysts within the ticket timeline. The conversation within the ticket timeline is saved in the conversation history for future reference.
For more information, see the following topics:
CA Service Desk Manager Enhancements
SAML Authentication
CA SDM now supports SAML based Single Sign-on Authentication. on Tomcat, IIS, and Apache. For more information, see Enable SAML Authentication for CA SDM.
SDM Mail and Maileater Enhancements
CA SDM SOAP Web Services Changes
The CA SDM SOAP Web Services are now implemented in pure Java. As part of this rewrite, the logging from the web services code is now written to 
NX_ROOT/log/jsrvr.log
 instead of 
NX_ROOT/log/stdlog.n
 
License Usage
The License Usage capability enables an administrator to easily track an organization's CA SDM license usage. The capability also provides information on license usage with options to understand past usage trend and determine compliance. For more information, see License Usage.
SharePoint Adapter NTLM Authentication Steps
 
CA Service Management
 now supports NTLM authentication as an option for the Service Desk Manager (SDM) Federated Search SharePoint adapter. Currently, the SharePoint adapter only supports Basic authentication when it connects to the SharePoint Server search service. For more information, see SharePoint Adapter NTLM Authentication. Enable NTLM Authentication.
Help Option from CA SDM Opens the Product Documentation Available on DocOps Platform
To access the context-sensitive product documentation, use the help option from the CA SDM UI. In some cases, the links redirect to the 
CA Service Management
 Documentation Home Page and you can search to find the relevant content using the search functionality. The previous form of delivery through bookshelf is discontinued.
For the help option from the CA SDM UI to function, ensure the firewall does not block access to the website https://docops.ca.com 
CA Service Desk Manager User Interface Refresh
CA Service Desk Manager User Interface (UI) now comes with a new theme available for the 
CA Service Management
 products. The new interface offers a flat web design and icons that are color contrast compatible, more consistent, and streamlined in terms of look-and-feel with other 
CA Service Management
 Products.
CORA Cleanup Utility
CORA Cleanup utility rebuilds its internal tables that are associated with the product that it is executed on. The utility log can be reviewed to identify the assets that are not registered for various reasons and also provides real-time statistics. Based on the results, the administrator can determine the action to be taken.
For more information, see Using the CORA Cleanup Utility.
Customization Upgrade Utility
The Customization Upgrade utility allows the customers to upgrade and merge the existing customizations into the latest CA Service Desk Manager version.
For more information, see Customization Upgrade Utility.
CA Service Catalog Enhancements
Allow Submission of Rejected Requests
The Request Management Configuration now has a new option 
Allow Submission of Rejected Requests
. This option provides the ability to disable the submission of requests that are in Not Submitted-Rejected State. For more information, see Request Management Configuration Parameters.
CA Service Catalog Performance Improvement
CA Service Catalog now provides improved performance and is two times faster in terms of request submission and page navigation.
CA Service Catalog Plugin Properties File
The CA Service Catalog plugin properties file contains sensitive information like a database, passwords, and so on. You can now restrict access to any such sensitive information by modifying the 
ESAPI.properties
 file. You can access any file from the filestore by accessing the URL: http://localhost:8080/usm/FileStore/custom/locale/icusen/forms/plugin.properties 
CA Service Catalog User Interface Refresh
CA Service Catalog User Interface (UI) now comes with a new theme available for the 
CA Service Management
 products. The new interface offers a flat web design and icons that are color contrast compatible, more consistent, and streamlined in terms of look-and-feel with other 
CA Service Management
 Products.
Section 508 Compliance
The CA Service Catalog User Interface is now Section 508 compliant to meet the accessibility requirements. You can access the CA Service Catalog application using the new keyboard shortcuts. For more information, see CA Service Catalog Shortcut and Access Keys
The following end-user and administrative modules are now 508 compliant: 
Request Management
Request Management Catalog Functionality
User Interface Navigation
Search Catalog
 
Home
Requests
 
Submit Requests
 
Home
Requests
 
Track Requests
 
Home
Requests
 
Approve Requests
 
Home
Requests
 
Administration Capabilities
CA Service Catalog Administration
User Interface Navigation
Form Designer
 
Catalog
Forms
 
Configurations
 
Catalog
Configuration
 
Service Definition
 
Catalog
Service Offerings
 
Service Navigator
 
Catalog
Service Offerings
 
Report Builder
 
Administration
Report Builder
 
 Currently, the Report Layout Objects (
Administration
Report Builder
Layouts
 on the left pane) are not 508 compliant.
Events-Rules-Actions
 
Administration
Events-Rules-Action
 
User Administration
 
Administration
Users
 
Import-Export
 
Administration
Tools
Import/Export
 
Doc Links 
 
Administration
Tools
Links
 
System Configurations
 
Administration
Configuration
 
BU Administration
 
Administration
Business Units
 
CA Service Catalog Usability Enhancements
CA Service Catalog application now provides an enhanced user experience for the following components:
  •  
    Request List
    : The request list widget is enhanced to give the count/number of requests under each request menu. It also provides the capability to easily configure columns by reducing the number of clicks in the request list. 
  •  
    Select Component
    : The Select component is now enhanced to provide consistency between single and multi-select with the capability to search elements with ease.
CA Asset Portfolio Management Enhancements
CA Asset Portfolio Management User Interface Refresh
CA Asset Portfolio Management User Interface (UI) now comes with a new theme available for the 
CA Service Management
 products. The new interface offers a flat web design and icons that are color contrast compatible, more consistent, and streamlined in terms of look-and-feel with other 
CA Service Management
 Products.
Supportability Matrix
The Supportability Matrix provides a central source to easily locate information about the supported versions of CA components, third-party components, and other software requirements to implement 
CA Service Management
 17.1. For more information, see Supportability Matrix.
Deprecated Features
The following features are deprecated in 
CA Service Management
 17.1:
CA Service Desk Manager - Atom feeds format
CA Service Desk Manager 17.0 no longer supports Atom feeds format of REST Web Services. You can continue to use the JSON and XML format.
CA Service Catalog - Form Designer Preview Panel drag-and-drop Functionality
The Form Designer Preview Panel drag-and-drop feature is deprecated for CA Service Catalog 17.0. Now, users can create a Form by either copy-paste from keyboard or drag-and-drop using mouse within a Form Builder tree view.
CA Service Catalog - Document Management Feature
The following menu options and their associated features are deprecated from CA Service Catalog. 
  •  
    Home
    Reports
     
  •  
    Home
    Documents
    , including 
    WebDAV
     
     Attachments are not affected. For more information, see Add Attachments to Requests.
Removal of CA NSM Integration
 
CA Service Management
 17.0 no longer supports integration with 
CA NSM Integration
. The integration
 
controlled the network management issues automatically.