CA Service Management - 17.2

17.3 17.2 17.1 14.1
English

Supportability Matrix

The  Supportability Matrix contains information that is related to the following:
casm172
The
CA Service Management
 Supportability Matrix contains information that is related to the following:
2
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 Microsoft Windows Server platform is Standard, Enterprise, and Data Center.
  • For configuration on a Linux or Unix server platform, we recommend that you install the database of product on Linux or Unix platform and access the web client interface on Windows platform.
OS - CASM Solution
Operating System
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
Microsoft Windows Server 2016 R2 (64-bit only)
Yes
Yes
Yes
Yes
Yes
Microsoft Windows Server 2016 (64-bit only)
Yes
Yes
Yes
Yes
Yes
Microsoft Windows Server 2012 R2 (64-bit only)
Yes
Yes
Yes
Yes
Yes
Microsoft Windows Server 2012 (64-bit only)
Yes
Yes
Yes
Yes
Yes
RHEL 7.2 (x86; 64-bit only)
Yes
No
No
Yes
Yes
RHEL 6 (x86; 64-bit only)
Yes
No
No
Yes
Yes
SUSE Linux Enterprise Server 12 SP2 (64-bit only)
Yes
No
No
Yes
Yes
SUSE Linux Enterprise Server 11 SP1 (64-bit only)
Yes
No
No
Yes
Yes
OS - Other Component
Operating System
CA EEM(12.51 CR05, 12.6/12.6 CR02)
CA Process Automation
(4.3 SP2, 4.3 SP3)
CA Business Intelligence JasperReports Server
(r.6.4.3)
CA Business Intelligence JasperReports Server
(r.7.1.1)
Search Server
Microsoft Windows Server 2016 R2 (64-bit only)
No
No
No
Yes
Yes
Microsoft Windows Server 2016 (64-bit only)
Yes
(12.6)
No
(12.51 CR05)
Yes
No
Yes
Yes
Microsoft Windows Server 2012 R2 (64-bit only)
Yes
Yes
Yes
Yes
Yes
Microsoft Windows Server 2012 (64-bit only)
Yes
Yes
Yes
Yes
Yes
RHEL 7.2 (x86; 64-bit only)
Yes
Yes
No
Yes
Yes
RHEL 6 (x86; 64-bit only)
Yes
Yes
No
No
Yes
SUSE Linux Enterprise Server 12 SP2 (64-bit only)
Yes
No
No
No
Yes
SUSE Linux Enterprise Server 11 SP1 (64-bit only)
Yes
No
No
No
Yes
Database
  • The following databases are certified on 64-bit.
  • Support for
    Always
     On feature in the Microsoft SQL Server, with the exception of Unified Self-Service.
DB - CASM Solution
Database
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
Insights Aggregate (Datamart) Reports
Insights Transactional Reports
Microsoft SQL Server 2016
Yes
Yes
Yes
Yes
Yes
Yes
Enterprise Edition only
Yes
Microsoft SQL Server 2014
Yes
Yes
Yes
Yes
Yes
Yes
Enterprise Edition only
Yes
Microsoft SQL Server 2012
Yes
Yes
Yes
Yes
Yes
Yes
Enterprise Edition only
Yes
Microsoft SQL Server 2019
Yes
Yes
Yes
No
Yes
No
No
Oracle 12c
Yes
Yes
No
Yes
Yes
No
Yes
Oracle 12c RAC
Yes
Yes
No
Yes
Yes
No
Yes
Oracle 12c R2
Yes
Yes
Yes*
Yes
Yes
Yes
Yes
Oracle 11g R2
Yes
Yes
Yes
Yes
Yes
No
Yes
Oracle 11g R2 RAC
Yes
Yes
Yes
Yes
Yes
No
Yes
  • If you are using Oracle 12cR2, the CA SM common installer is unable to connect to the database due to a change in the acceptable authentication protocol. To connect to the database, perform the manual steps as an administrator.
    Follow these steps:
    1. Open
      DB_HOME\network\admin\sqlnet.ora
       file in the Oracle DB server and add a new entry
      SQLNET.ALLOWED_LOGON_VERSION=11
      .
    2. 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 12cR2 (64-bit) is supported with Oracle Client 11gR2 (32-bit) only. CA APM recommends not to install multiple Oracle Client versions on CA APM server to avoid functionality issues.
DB - Other Components
Database
CA Process Automation
(4.3 SP2, 4.3 SP3)
CA Business Intelligence JasperReports Server(r.6.4.3)
CA Business Intelligence JasperReports Server(r.7.1.1)
Search Server
Microsoft SQL Server 2016
Yes
No
Yes
Yes
Microsoft SQL Server 2014
Yes
Yes
Yes
Yes
Microsoft SQL Server 2012
Yes
Yes
Yes
Yes
Oracle 12c
Yes
Yes
Yes
Yes
Oracle 12c RAC
Yes
No
No
Yes
Oracle 11g R2
Yes
Yes
Yes
Yes
Oracle 11g R2 RAC
Yes
No
No
Yes
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 - CASM Solution
Web Browser
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
Microsoft Internet Explorer 11.0.9600 and above
Yes
Yes
Yes
Yes
Yes
Microsoft Edge 41.16299 and above on Windows 10
Yes
Yes
Yes
Yes
Yes
Mozilla Firefox ESR 60.3.0 and above
Yes
Yes
Yes
Yes
Yes
Google Chrome 68.0 and above
Yes
Yes
Yes
Yes
Yes
Apple Safari 12.0.3 and above
Yes
Yes
Yes
Yes
Yes
Web Browser - Other Component
Web Browser
CA EEM
(
12.51 CR05, 12.6/12.6 CR02
)
CA Process Automation
(4.3 SP2, 4.3 SP3)
CA Business Intelligence JasperReports Server
(r.6.4.3)
CA Business Intelligence JasperReports Server
(r.7.1.1)
Xtraction 2019.1
Microsoft Internet Explorer 11
Yes
Yes
Yes
Yes
Yes
Xtraction does not optimally function on Internet Explorer 11.
Microsoft Edge 41.16299 and above on Windows 10
No
Yes
No
No
No
Mozilla Firefox ESR 52.5.3 and above
No
Yes
Yes
Yes
Yes
Google Chrome 57.0 and above
No
Yes
Yes
Yes
Yes
Apple Safari 10.1.2 and above
No
No
No
No
No
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
Android
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 Service Management
 products will no longer support CA Business Intelligence 4.x. Customers purchasing
CA Service Management
 products are eligible for support of CABI JasperReports® Server only
CA Common Components - CASM Solution
Technical Support for CA Business Intelligence JasperReports 6.4.3 is discontinued effective September 30, 2020. It's highly recommended that you plan to migrate to CA Business Intelligence JasperReports Server 7.1.1 or later versions as soon as possible.
CA Common Components
CA SDM
CA Service Catalog
CA APM
USS
CA EEM (12.51 CR05, 12.6/12.6 CR02)
Yes
Yes
Yes
Yes
CA Process Automation
 (4.3 SP2, 4.3 SP3, 4.3 SP4* , 4.3 SP5, 4.3.5  CP01+HA01)
Yes
Yes
Yes
NA
CABI JasperReports Server (r.6.4.3**)
Yes
No
No
No
CABI JasperReports Server (r.7.1.1***)
Yes
No
No
No
*
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 that CABI JasperReports Server (r.6.4.3) is certified with CA SDM 17.2 and above.
*** Indicates that CABI JasperReports Server (r.7.1.1) is certified with CA SDM 17.2.0.1 and above.
Third-Party Common Components
Third-Party Components - CASM Solution
Third-Party Common Components
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
.Net Framework 3.5, 4.5
NA
NA
Yes
NA
NA
Internet Information Server 7.0, 8.0, 10.0
Yes
NA
Yes
NA
Yes
Apache Tomcat
Yes
(8.5.06)
Yes**
(8.5.06 )
Yes
(8.5.06)
Yes
(7.0.40)
NA
AdoptOpenJDK
Yes
(11.0.3) 64-bit
Yes
(11.0.3) 64-bit
Yes
(11.0.3) 64-bit*
Yes
(1.7.0_51) 64-bit
Yes
(11.0.3) 64-bit
PHP 5.4
No
NA
No
NA
NA
Liferay Portal 6.1.2 GA3 (CE)
No
NA
No
Yes
NA
  • * indicates that the Asset Management System (AMS) component of CA APM uses Java 11.0.1 64-bit.
  • **Indicates that CA Service Catalog also supports Apache Tomcat 8.5.51.
  • Download the AdoptOpenJDK from https://adoptopenjdk.net/ or one of its affiliated sites.
SMTP Mail Server
CA Service Catalog supports Microsoft Exchange (Office 365) for Mail configuration.
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
IBM Lotus Domino 6.5.1
Yes
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 - CASM Solution
Client Operating System
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
Microsoft Windows 10
Yes
Yes
Yes
Yes
Yes
Microsoft Windows 8
Yes
Yes
Yes
Yes
Yes
Microsoft Windows 7
Yes
Yes
Yes
Yes
Yes
Apple MAC OS 10.8.4
Yes*
Yes
Yes
Yes
Yes
*
 indicates that only the web chat feature of Support Automation is available on Safari browser of Apple MAC OS 10.8.4
Integration
Integration - CASM Solution
Product
CA SDM
CA Service Catalog
CA APM
USS
ITCM (CA IT Client Automation) 14.0.2000.255
Yes
No
No
No
CA SiteMinder (SSO) 12.6
Yes
Yes
Yes
Yes
CA Spectrum Automation 10.1.1
Yes
No
No
No
Catalyst Container 3.4
Yes
No
No
No
CA Service Operations Insight (SOI) 4.0 SP2
Yes
No
No
No
CA Configuration Automation (CCA) 12.8.3, 12.8.4, 12.8.5
Yes
No
No
No
CA Application Performance Management  (APM) 10.3
Yes
No
No
No
CA Identity Manager 12.6.8
Yes
No
No
No
Microsoft SharePoint 2016, 2013, and 2010
Yes
Yes
No
Yes
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
 17.2 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.
Interoperability - CA SDM
Product
CA Service Catalog
CA APM
USS
CA Service Desk Manager 14.1
Yes
Yes
Yes
CA Service Desk Manager 17.0
Yes
Yes
Yes
CA Service Desk Manager 17.1
Yes
Yess
Yes
CA Service Desk Manager 17.2
Yes
Yes
Yes
Interoperability - CA APM
As Unified Self-Service requires either CA Service Desk Manager or CA Service Catalog, it is assumed that one of these products are available in the customer deployment along with CA Asset Portfolio Management.
Product
CA SDM
CA Service Catalog
USS
CA Asset Portfolio Management 14.1
Yes
Yes
Yes
CA Asset Portfolio Management 17.0
Yes
Yes
Yes
CA Asset Portfolio Management 17.1
Yes
Yes
Yes
CA Asset Portfolio Management 17.2
Yes
Yes
Yes
Interoperability - CA Service Catalog
Product
CA SDM
CA APM
USS
CA Service Catalog 14.1
Yes
Yes
Yes
CA Service Catalog 17.0
Yes
Yes
Yes
CA Service Catalog 17.1
Yes
Yes
Yes
CA Service Catalog 17.2
Yes
Yes
Yes
Compliance
Compliance - CASM Solution
Accessibility
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
Section 508 Compliance
Yes
Yes
*
Yes
Yes
Yes
Web Content Accessibility Guidelines (WCAG) 2.0
Yes
Yes*
Yes
Yes
Yes
Internet Protocol version 6 (IPV6)
Yes
No
No
No
No
Federal Information Processing Standards (FIPS)
Yes
No
No
No
No
Secure Sockets Layer (SSL)
Yes
Yes
Yes
Yes
Yes
Transport Layer Security (TLS) 1.2
Yes
Yes
Yes
Yes
Yes
*
 indicates compliance with a few exceptions. For more information, see Section 508 Compliance.
Load Balancing
Load Balancing - CASM Solution
Load Balancer
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
Search Server
Apache Web Server
Yes
Yes
Yes
No
No
No
F5 Networks
Yes
Yes
Yes
No
Yes
Yes
Microsoft NLB
No
No
Yes
No
No
No
Catalyst Connector for CA SDM
Catalyst Connector - CA SDM
CA SDM
Catalyst Connector
Supported Version
17.2
r3.4.1
Certified with CA Service Operations Insight r3.2 CUM2, r3.2 CUM3, r3.3, r3.3 CUM1
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 the Wiki. Refer to the English wiki for such languages.
Documentation - CASM Solution
  • English
  • French
  • Italian
  • German
  • Spanish
  • Japanese
  • Simplified Chinese
  • 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.
The following must be considered:
  • CA Business Intelligence JasperReports Server r6.4.3 is supported only in English.
  • The reports are localized in the following languages:
    • CA Service Desk Manager 17.2: French, German, Italian, Japanese, Simplified Chinese, Spanish, and Brazilian Portuguese.
    • CA Asset Portfolio Manager 17.2: French, Italian, German ,Spanish, Japanese, and Brazilian Portuguese.
    • CA Service Catalog 17.2 reports: Not localized.
Localized Versions of The Product Supported Based on Operating System
Language
Operating System
German
Windows and Linux
French
Windows and Linux
French Canadian
Windows
Brazilian Portuguese
Windows
Italian
Windows
Spanish
Windows
Japanese
Windows and Linux
Simplified Chinese
Windows
Internalization - CASM Solution
Internationalization
CA SDM
CA Service Catalog
CA APM
USS
xFlow Interface
CA Business Intelligence JasperReports Server (r6.4.3)
CA Business Intelligence JasperReports Server (r7.1.1)
English
Yes
Yes
Yes
Yes
Yes
Yes
Yes
French
 Yes
Yes
Yes
Yes
Yes
No
No
German
Yes
Yes
Yes
Yes
Yes
No
No
Japanese
Yes
Yes
Yes
Yes
Yes
No
No
Italian
Yes
Yes
Yes
Yes
Yes
No
No
Spanish
Yes
Yes
Yes
Yes
Yes
No
No
Brazilian Portuguese
Yes
Yes
Yes
Yes
Yes
No
No
Simplified Chinese
Yes
Yes
No
Yes
Yes
No
No
Korean
No
No
No
No
No
No
No
Traditional Chinese
No
No
No
No
No
No
No
French Canadian
Yes
No
No
No
Yes
No
Finnish
No
Yes
No
Yes
No
No
No
Dutch
No
Yes
No
Yes
No
No
No
Danish
No
Yes
No
Yes
No
No
No
Swedish
No
Yes
No
Yes
No
No
No
Localization - CASM Solution
Localization
CA SDM
CA Service Catalog
CA APM
USS
CA Business Intelligence JasperReports Server (r6.4.3)
CA Business Intelligence JasperReports Server (r7.1.1)
xFlow Interface
English
Yes
Yes
Yes
Yes
Yes
Yes
Yes
French
Yes
Yes
Yes
Yes
Yes
Yes
Yes
German
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Japanese
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Italian
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Spanish
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Brazilian Portuguese
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Simplified Chinese
Yes
Yes
No
Yes
Yes
Yes
Yes
Korean
No
No
No
No
Yes
Yes
No
Traditional Chinese
No
No
No
No
No
No
No
French Canadian
Yes
No
No
No
No
No
No
Finnish
No
Yes
No
Yes
No
No
No
Dutch
No
Yes
No
Yes
No
No
No
Danish
No
Yes
No
Yes
No
No
No
Swedish
No
Yes
No
Yes
No
No
No