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 | |
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) | (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 No | 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 forAlwaysOn 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 | 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:
- OpenDB_HOME\network\admin\sqlnet.orafile in the Oracle DB server and add a new entrySQLNET.ALLOWED_LOGON_VERSION=11.
- 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 |
(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 | |
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 ) |
(4.3 SP2, 4.3 SP3) | CA Business Intelligence JasperReports Server
(r.6.4.3) | CA Business Intelligence JasperReports Server
| Xtraction 2019.1 | ||
Microsoft Internet Explorer 11 | Yes | Yes | Yes | Yes | Yes
| ||
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 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 |
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 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 onlyCA 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 |
(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
Apache Tomcat 8.5.53 is supported for CA Service Desk Manager and CA Service Catalog 17.2.0.9 and above.
Third-Party Common Components | CA SDM | CA Service Catalog | CA APM | USS | |
.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 | Yes** | Yes | Yes | NA |
AdoptOpenJDK | Yes | Yes | Yes | Yes | Yes |
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 | |
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 10.8.4Integration
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 | |
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 | 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 documentation. Refer to English documentation 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.
CA Service Management 17.2.0.12 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 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 | 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) | |
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 |