Supportability Matrix

The  Supportability Matrix contains information that is related to the following:
casm173
The
CA Service Management
17.3 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 left.
  • 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.
Operating Sytem - CA Service Management Solution
Operating System
CA SDM
CA Service Catalog
CA APM
xFlow Interface
Microsoft Windows Server 2019 R2
Yes
Yes
Yes
Yes
Microsoft Windows Server 2019
Yes
Yes
Yes
Yes
Microsoft Windows Server 2016 R2
Yes
Yes
Yes
Yes
Microsoft Windows Server 2016
Yes
Yes
Yes
Yes
Microsoft Windows Server 2012 R2
Yes
Yes
Yes
Yes
Microsoft Windows Server 2012
Yes
Yes
Yes
Ye
RHEL 7.2 (x86; 64-bit only)
Yes
No
No
Yes
RHEL 8.1* (x86, 64-bit only)
Yes
No
No
Yes
SUSE Linux Enterprise Server 12 SP2 (64-bit only)
Yes
No
No
Yes
*RHEL 8.1 is supported on CA Service Management 17.3.0.2 onwards.
Operating System - Other Components
Elastic Search Server is upgraded from 2.1.1 to 7.10.2 for CA Service Management 17.3.0.6.
Operating System
CA EEM
12.6/12.6 CR02
CA Process Automation (4.3.5, 4.3 SP4 *,  4.3 SP3, 4.3 SP2, 4.3 SP5, 4.3.5 CP01+HA01 )
CA Business Intelligence JasperReports Server (r.6.4.3)
CA Business Intelligence JasperReports Server (r.7.1.1)
JasperReports 7.2
Search Server
Microsoft Windows Server 2019 R2
Yes
Yes
No
No
No
Yes
Microsoft Windows Server 2019
Yes
Yes
No
Yes
No
Yes
Microsoft Windows Server 2016 R2
Yes
No
No
Yes
Yes
Yes
Microsoft Windows Server 2016 (
Yes
(12.6)
Yes
No
Yes
Yes
Yes
Microsoft Windows Server 2012 R2
Yes
Yes
Yes
Yes
Yes
Yes
Microsoft Windows Server 2012
Yes
Yes
Yes
Yes
Yes
Yes
* RHEL 7.2 (x86; 64-bit only)
Yes
Yes
No
Yes
No
RHEL 7.4 and 7.5 are supported.
Yes
SUSE Linux Enterprise Server 12 SP2 (64-bit only)
Yes
No
No
No
No
Yes
* RHEL 8.1 is supported on CA Service Management 17.3.0.2 onwards.
*
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.
Database
CA Service Desk Manager Containers does not support Japanese with Microsoft SQL Server Database.
  • The following databases are certified on 64-bit:
  • Support for
    Always
    On feature in the Microsoft SQL Server.
Database - CA Service Management Solution
Database
CA SDM
CA Service Catalog
CA APM
xFlow interface
Insights Aggregate (Datamart) Reports
Insights Transactional Reports
Microsoft SQL Server 2019
Yes
Yes
Yes
Yes
No
No
Microsoft SQL Server 2017
Yes
Yes
Yes
Yes
No
No
Microsoft SQL Server 2016
Yes
Yes
Yes
Yes
Yes
Enterprise Edition only
Yes
Microsoft SQL Server 2014
Yes
Yes
Yes
Yes
Yes
Enterprise Edition only
Yes
Microsoft SQL Server 2012
Yes
Yes
Yes
Yes
Yes
Enterprise Edition only
Yes
Oracle 19c
Yes
Yes
Yes**
Yes
No
No
Oracle 19c RAC
Yes
Yes
Yes**
Yes
No
No
Oracle 12c
Yes
Yes
No
Yes
No
Yes
Oracle 12c RAC
Yes
Yes
No
Yes
No
Yes
Oracle 12c R2
Yes
Yes
Yes*
Yes
No
Yes
Oracle 11g R2
Yes
Yes
Yes
Yes
No
Yes
Oracle 11g R2 RAC
Yes
Yes
Yes
Yes
No
Yes
  • If you are using Oracle 12c R2, the CA Service Management common installer is unable to connect to database due to 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 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 12c R2 (64-bit) is supported with Oracle Client 11gR2 (32-bit).
  • * *CA APM uses Oracle 19c 32-bit client. 
Database - Other Components
Database
CA Process Automation
(4.3.5, 4.3 SP4 CP01, 4.3 SP3, 4.3 SP2)
CA Business Intelligence JasperReports
(r.6.4.3)
CA Business Intelligence JasperReports
  (r.7.1.1)
JasperReports 7.2
Search Server
Microsoft SQL Server 2019
Yes
No
No
No
Yes
Microsoft SQL Server 2017
Yes
No
No
Yes
Yes
Microsoft SQL Server 2016
Yes
No
Yes
Yes
Yes
Microsoft SQL Server 2014
Yes
Yes
Yes
Yes
Yes
Microsoft SQL Server 2012
Yes
Yes
Yes
No
Yes
Oracle 19c
Yes
Yes
Yes
No
Yes
Oracle 19c RAC
Yes
Yes
Yes
No
Yes
Oracle 12c
Yes
Yes
Yes
Yes
Yes
Oracle 12c RAC
Yes
No
No
Yes
Yes
Oracle 11g R2
Yes
Yes
Yes
No
Yes
Oracle 11g R2 RAC
Yes
No
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 - CA Service Management Solution
In case, if you are facing any performance issues with older versions of Microsoft Edge, try using the latest Microsoft Edge version (81.0.416.68).
Web Browser
CA SDM
CA Service Catalog
CA APM
xFlow interface
Microsoft Internet Explorer 11.0.9600 and above
Yes
Yes
Yes
Yes
Microsoft Edge 41.16299 and above on Windows 10
Yes
Yes
Yes
Yes
Mozilla Firefox ESR 60.3.0 and above
Yes
Yes
Yes
Yes
Google Chrome 68.0 and above
Yes
Yes
Yes
Yes
Apple Safari 12.0.3 and above
Yes
Yes
Yes
Yes
Web Browser - Other Components
Web Browser
CA EEM 12.6/12.6 CR02
CA Process Automation
(4.3.5, 4.3 SP4 *, 4.3 SP3, 4.3 SP2)
CA Business Intelligence JasperReports Server
(r.6.4.3)
CA Business Intelligence JasperReports Server
(r.7.1.1)
JasperReports 7.2
Xtraction 2019.1
Microsoft Internet Explorer 11
Yes
Yes
Yes
Yes
Yes
No
Xtraction does not optimally function on Internet Explorer 11.
Microsoft Edge 41.16299 and above on Windows 10
No
Yes
No
No
Yes
No
Mozilla Firefox ESR 52.5.3 and above
No
Yes
Yes
Yes
No
Mozilla Firefox 64 or Higher is supported.
No
Google Chrome 57.0 and above
No
Yes
Yes
Yes
Yes
No
Apple Safari 10.1.2 and above
No
No
No
No
Yes
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.
CA Service Management Containers
CA Service Management supports ServiceDesk Manager and Service Catalog Containers on Kubernetes 1.15.x.
CA Service Management Containers
Supported On
CA SDM 17.3
CA Service Catalog 17.3
xFlow Interface Microservices
RASA Server for Virtual Analyst
Search Server
Base Image
CentOS 7
CA SDM 17.3.0.3 container base Image is upgraded to CentOS 8.2.
CentOS 7
CA Service Catalog 17.3.0.3 container base image is upgraded to CentOS 8.2.
Alpine
Rasa core
Alpine
Database
Microsoft SQL Server and Oracle Database
Microsoft SQL Server and Oracle Database
Microsoft SQL Server and Oracle Database
Software Requirements
  • Docker 19.03
  • Kubernetes 1.15.x
Hardware Requirements
For Kubernetes, you need 1 master node and 2 or more worker nodes. For each node of Kubernetes cluster, the minimum hardware requirement is as follows:
  • CPU: 8 core minimum
  • RAM: 16 GB minimum
  • Disk Space: 200 GB minimum
  • OS: Linux CentOS 7.x is supported for Docker containers
Persistent Volume (PV)
Persistent Volumes with read write many option.
Load balancer
Ingress
Customization
On Persistent Volume
On Persistent Volume
On Persistent Volume
SSL
On Ingress
On Ingress
on Ingress
On Ingress
On Ingress
Single Sign On
(SSO)
SAML
SAML
SAML
Supported Upgrade
14.1.x & 17.1.x
14.1.x & 17.1.x
14.1.x & 17.1.x
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.
For JasperReports 7.2,  xFlow Interface Insight App  and CA SDM Insights Launch points are not supported.
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 - CA Service Management 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
CA EEM (12.6/12.6 CR02)
Yes
Yes
Yes
CA Process Automation (4.3.5,  4.3 SP4 CP01, 4.3 SP3, 4.3 SP2*, 4.3 SP5, 4.3.5 CP01+HA01)
Yes
Yes
Yes
CABI JasperReports Server (r.6.4.3**)
Yes
Yes
Yes
CABI JasperReports Server (r.7.1.1***)
Yes
No
No
JasperReports Server 7.2
Yes
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 17.3 and 17.2.
*** 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
xFlow Interface
.NET Framework 3.5, 4.5, 4.6 and .NET Extensibility 4.7
Yes
NA
Yes
NA
Internet Information Server 7.0, 8.0, 10.0
Yes
NA
Yes
NA
Apache Tomcat
Yes
(8.5.43)
For CA SDM Containers, Apache Tomcat 8.5.47 is supported.
Yes
(8.5.43)
For CA Service Catalog Containers, Apache Tomcat 8.5.47 is supported.
Yes
(8.5.6)
NA
AdoptOpenJDK
Yes
(11.0.3) 64-bit
CA Service Management Containers (CA SDM and CA Service Catalog) are supported on AdoptOpenJDK 11.0.5.
Yes
(11.0.3) 64-bit
Yes
(11.0.3) 64-bit*
Yes
(11.0.3) 64-bit
PHP 7.2, 7.3
No
NA
Yes
NA
  • * indicates that the Asset Management System (AMS) component of CA APM uses Java 11.0.1 64-bit.
  • 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 - CA Service Management Solution
Client Operating System
CA SDM
CA Service Catalog
CA APM
xFlow Interface
Microsoft Windows 10
Yes
Yes
Yes
Yes
Microsoft Windows 8
Yes
Yes
Yes
Yes
Microsoft Windows 7
Yes
Yes
Yes
Yes
Apple MAC OS 10.8.4
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 - CA Service Management Solution
Product
CA SDM
CA Service Catalog
CA APM
ITCM (CA IT Client Automation) 14.0.2000.255
Yes
No
No
CA SiteMinder (SSO) 12.6
Yes
Yes
Yes
CA Spectrum Automation 10.1.1
Yes
No
No
Catalyst Container 3.4
Yes
No
No
CA Service Operations Insight (SOI) 4.0 SP2
Yes
No
No
CA Configuration Automation (CCA) 12.8.3, 12.8.4, 12.8.5
Yes
No
No
CA Application Performance Management  (APM) 10.3
Yes
No
No
CA Identity Manager 12.6.8
Yes
No
No
Microsoft SharePoint 2016, 2013, and 2010
Yes
Yes
No
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
17.3 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
CA Service Desk Manager 14.1
Yes
Yes
CA Service Desk Manager 17.0
Yes
Yes
CA Service Desk Manager 17.1
Yes
Yes
CA Service Desk Manager 17.2
Yes
Yes
CA Service Desk Manager 17.3
Yes
Yes
Interoperability - CA APM
Product
CA SDM
CA Service Catalog
CA Asset Portfolio Management 14.1
Yes
Yes
CA Asset Portfolio Management 17.0
Yes
Yes
CA Asset Portfolio Management 17.1
Yes
Yes
CA Asset Portfolio Management 17.2
Yes
Yes
CA Asset Portfolio Management 17.3
Yes
Yes
Interoperability - CA Service Catalog
Product
CA SDM
CA APM
CA Service Catalog 14.1
Yes
Yes
CA Service Catalog 17.0
Yes
Yes
CA Service Catalog 17.1
Yes
Yes
CA Service Catalog 17.2
Yes
Yes
CA Service Catalog 17.3
Yes
Yes
Compliance
Compliance - CA Service Management Solution
Accessibility
CA SDM
CA Service Catalog
CA APM
xFlow Interface
Section 508 Compliance
Yes
Yes
*
Yes
Yes
Web Content Accessibility Guidelines (WCAG) 2.0
Yes
Yes*
Yes
Yes
Internet Protocol version 6 (IPv6)
Yes
No
No
No
Federal Information Processing Standards (FIPS)
Yes
No
No
No
Secure Sockets Layer (SSL)
Yes
Yes
Yes
Yes
Transport Layer Security (TLS) 1.2
Yes
Yes
Yes
Yes
*
indicates compliance with a few exceptions. For more information, see Section 508 Compliance.
Load Balancing
Load Balancing - CA Service Management Solution
Load Balancer
CA SDM
CA Service Catalog
CA APM
xFlow Interface
Search Server
Apache Web Server
Yes
Yes
Yes
No
No
F5 Networks
Yes
Yes
Yes
Yes
Yes
Microsoft NLB
No
No
Yes
No
No
Catalyst Connector for CA Service Desk Manager (SDM)
Catalyst Connector for CA SDM
CA SDM
Catalyst Connector
Supported Version
17.3
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 documentation. Refer to the English documentation for such languages.
Documentation - CASM Solution
  • English
  • French
  • Italian
  • German
  • Spanish
  • Japanese
  • 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 17.3.0.4 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 is supported only in English.
  • The reports are localized in the following languages:
    • CA Service Desk Manager 17.3: French, German, Italian, Japanese, Spanish, and Brazilian Portuguese
    • CA Asset Portfolio Manager 17.3: French, Italian, German ,Spanish, Japanese, and Brazilian Portuguese.
    • CA Service Catalog 17.3 reports: Not localized.
Localized Versions of The Product Supported Based on Operating System
Language
Operating System
German
Windows and Linux
French
Windows and Linux
Brazilian Portuguese
Windows
Italian
Windows
Spanish
Windows
Japanese
Windows and Linux
Internalization - CASM Solution
Internationalization
CA SDM
CA Service Catalog
CA APM
xFlow Interface
JasperReports 7.2
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
No
No
No
German
Yes
Yes
Yes
Yes
No
No
No
Japanese
Yes
Yes
Yes
Yes
No
No
No
Italian
Yes
Yes
Yes
Yes
No
No
No
Spanish
Yes
Yes
Yes
Yes
No
No
No
Brazilian Portuguese
Yes
Yes
Yes
Yes
No
No
No
Finnish
No
Yes
No
No
No
No
No
Dutch
No
Yes
No
No
No
No
No
Danish
No
Yes
No
No
No
No
No
Swedish
No
Yes
No
No
No
No
No
Localization - CASM Solution
Localization
CA SDM
CA Service Catalog
CA APM
xFlow Interface
CA Business Intelligence JasperReports Server
(r6.4.3)
CA Business Intelligence JasperReports Server (r7.1.1)
JasperReports 7.2
English
Yes
Yes
Yes
Yes
Yes
Yes
Yes
French
Yes
Yes
Yes
Yes
Yes
Yes
No
German
Yes
Yes
Yes
Yes
Yes
Yes
No
Japanese
Yes
Yes
Yes
Yes
Yes
Yes
No
Italian
Yes
Yes
Yes
Yes
Yes
Yes
No
Spanish
Yes
Yes
Yes
Yes
Yes
Yes
No
Brazilian Portuguese
Yes
Yes
Yes
Yes
Yes
Yes
No
Finnish
No
Yes
No
No
No
No
No
Dutch
No
Yes
No
No
No
No
No
Danish
No
Yes
No
No
No
No
No
Swedish
No
Yes
No
No
No
No
No