Implementing CA Service Management 14.1.05

This article contains the following topics: 
This article contains the following topics: 
CA Service Management
 14.1.05 is an update for 
CA Service Management
14.1x, which provides new features, enhancements and bug fixes.
The following patches are available for Windows and Non-Windows environment to download from CA Supportt: 
  • SO01140 (Windows)
  • SO01148 (Linux)
  • SO01139 (
  • SO01141 (AIX)
Prerequisites and Considerations
Prerequisites for
CA Service Management
Verify and complete the following prerequisites before proceeding with
CA Service Management
 14.1.05 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 14.1.05 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
 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 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/
  2. Execute 
  3. Follow on-screen instructions. Click 
  4. Review the summary screen.
  5. Click 
     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 
    Add Roles and Features
  3. Follow on-screen instructions. Select installation type and destination server.
  4. Select 
    from the select server roles pane, expand
     Web Server (IIS)
    Application Development (IIS)
  5. Select 
    ASP.NET 3.5
    ASP.NET 4.5
  6. Click 
  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 Catalog
Performance issues are seen when you configure an LDAP group for Policies in CA Service Catalog. For example, Approval Group for a catalog request.
To avoid performance issues, when you create a group (File > Group) in CA SDM, create it with the same name as the LDAP group that is referred in CA Service Catalog Policies and set the email address for that group in CA SDM with the LDAP Group email address.
After upgrading from CA Service Catalog 12.9 CP1 or 12.9 CP2 to CA Service Catalog 14.1, perform the following steps to change the Registy entry before applying CA Service Catalog 14.1.05:
  1. On Windows, click
  2. Type regedit and click Enter.
  3. Navigate to
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\CA Service Catalog\Version. 
  4. Look for Valuename: Current_ServicePack_or_CumulativePatch.
  5. Modify 
    Valuedata from 1 or 2 to 0.
  6. Close the registry window. 
  7. Now, apply CA Service Catalog 14.1.05.
Prerequisites for CA Service Desk Manager
Verify and consider the following prerequisites before installing CA SDM:
  • Do not invoke ApplyPTF manually in your system while running the
    CA Service Management
     14.1.05 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 
     file and then delete the file and the 
  • If you are deploying xFlow Analyst Interface with Apache Web Server on Windows 2012, update the 
     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 
      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:
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
CA SDM Tomcat Shutdown Port
CA xFlow Analyst Web Server Port
CA xFlow Analyst Incident Service Port
CA xFlow Analyst Search Service Port
CA xFlow Notification Service port
(requires Web Sockets Protocol)
Search Server HTTP Port          
Search Server TCP Port             
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.
This table describes CA SDM environment category and concurrent Analyst sessions:
Analyst Sessions
CA Service Management
Server Type
Search Server
(*Not depicted in the diagram)
1 Primary (recommended 16-24 GB RAM)
On CA SDM Server
On CA SDM Server
1 Background Server
1 Standby Server
2 Application Servers 
Dedicated Server
Dedicated Server
1 Background Server
1 Standby Server
5 Application Servers 
Cluster of 3
1 Background Server
1 Standby Server
5+ Application Servers 
Cluster > 3 Solid-State Drive (SSD) disks
Install CA Service Desk Manager 14.1.05
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 14.1.05.
    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 
    xFlow Analyst Interface
     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 14.1.05. 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.
For more information about installation and post-installation tasks, see the following topics: