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CA Service Management - 14.1
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Administering CA Service Management

Last update April 5, 2019

CA Service Management provides the ability to perform several administrative tasks that are common to the integrated products from a single interface. Earlier, it was required to manage tenants, users, roles, and other configurations such as CA EEM integration from the respective products' interfaces. However, with CA Service Management, you can manage all the common administrative tasks from the same interface. 

Each administrative and configuration task is a service offering that you can access from Unified Self-Service or from CA Service Catalog. The configurations you make are applied to all the installed products of the solution.

As an Administrator, if you want to move MDB from the production to a pre-production environment, you can move the database from the source system and configure it to work on the target system. For more information, see How to Move the CA MDB Data from the Source to the Target Systems.

Important! Any “modifications” or “adaptions” or “configurations” that are done administratively through the interface (web browser, command-line, Web Screen Painter) are “supported”, meaning CA Support can assist with basic suggestions and trouble-shooting.  CA Support does not do the changes for the customer, they are the customer’s responsibility.  For example, adding a field to a table and putting the field on a form through Web Screen Painter is a fully supported “modification”.  Another example, installing or uninstalling a feature through the Options Manager administration is a fully supported “configuration”.

Anything to do with SPEL code, Java scripting (or any language scripting), or a customer-specific change to the underlying base code-line (done by CA Services or a Partner), is not supported by CA Support.   The customer can do these things, but the customer is responsible for the support, maintenance, and trouble-shooting when things go wrong.  If such “customizations” affect expected out-of-the-box behavior, CA Support will ask the customer to remove the customizations and see if the behavior persists.

Note: The common administration service offerings are available only when you install CA Service Catalog as part of the solution. We recommend that you install Unified Self-Service with all combination of product installations and manage the solution administration through Unified Self-Service. 

You can perform the following tasks using the service offerings:

  • Manage tenants
    Create a new tenant and map tenant structures across integrated products to specify a single tenant structure.
  • Manage roles
    Create service management roles and map roles across integrated products.
  • Manage users 
    Add existing users to the solution; create new users and assign roles to the users. 
  • Configure LDAP server settings
    Add LDAP servers to the solution to import and synchronize contacts from LDAP user records. 
  • Configure common components
    Manage component settings that are required to integrate CA Service Management products. Components that you can manage include CA EEM, CA Business Intelligence, CA Process Automation, and mail server. 
  • Manage product integrations
    Manage the settings of integrated products in the solution.

To view a list of available administrative service offerings and learn how to use them, see Administrative Service Offerings.

When to Use the Solution Administration Capability

It is important to understand the scenarios in which you can leverage the solution administration capability:

Scenario 1: When you install a single product

If you install CA Asset Portfolio Management or CA Service Desk Manager, the common administration service offerings are not applicable. You must perform any administrative tasks through the respective product’s administration page.

However, if you install CA Service Catalog only, you can use the administrative service offerings to perform administrative tasks of CA Service Catalog. 

Scenario 2: When you install a combination of products

  • CA Service Desk Manager and CA Asset Portfolio Management
    The common administration service offerings are available only when you install CA Service Catalog. In this scenario, you must use the respective product’s administration pages to perform any administrative tasks. For example, to create a user you must create separate users in CA Service Desk Manager and CA Asset Portfolio Management.
  • CA Service Desk Manager and CA Service Catalog (or) CA Asset Portfolio Management and CA Service Catalog
    You can use the administrative service offerings to perform administrative tasks. We recommend that you install Unified Self-Service and access the administrative service offerings through the self-service user interface.
  • CA Service Desk Manager, CA Asset Portfolio Management, and CA Service Catalog
    You can use the administrative service offerings to perform administrative tasks. We recommend that you install Unified Self-Service and access the administrative service through the self-service user interface.
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  1. J.W.
    2016-02-25 03:52

    I recommend that a link to the "Any “modifications” or “adaptions” or “configurations”...." paragraphs above be added under each of the products "configuration" or "modification" sections. Customers are more likely to search for modifying a specific product and not see this important notice.

    1. Rajashree Nair
      2016-03-09 01:16

      Hi J W,

      Thanks for the feedback. Will give cross-references to sections, where permissible. 

      Regards,

      CA DocOPs Information Services

      1. Rajashree Nair
        2016-03-16 03:10

        Hi J.W.,

        Have implemented your suggestions. The changes will be available when we next publish the wiki. 

        Regards,

        DocOps Information Services Team