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CA Service Management - 14.1
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Implementing CA Service Management 14.1.03

Last update March 28, 2018

This article contains the following topics:

Overview

CA Service Management 14.1.03 is an update for CA Service Desk Manager 14.1.x and installs the xFlow Analyst Interface Server and Search Server. The xFlow Analyst Interface offers a brand new experience for service desk analysts. For more information about how to install these components, see Install CA Service Management 14.1.03 (Windows/Non-Windows).

Installation Prerequisites

 Verify and consider the following prerequisites before installing CA Service Management 14.1.03:

  • Ensure that you have reviewed the Release Notes before you proceed with the patch installation.  
  • If you are deploying xFlow Analyst Interface with Apache Web Server on Windows 2012, update the KB2999226 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: 

    Important! 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 json 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:

      iisreset

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 8080
CA SDM Tomcat Shutdown Port 8085
CA xFlow Analyst Web Server Port 9002
CA xFlow Analyst Incident Service Port 9004
CA xFlow Analyst Search Service Port 9006

CA xFlow Notification Service port

(requires Web Sockets Protocol)

9008
Search Server HTTP Port           9012
Search Server TCP Port              9300

How to Deploy

If you are installing CA Service Management 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. 

Note: 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.

Note: If you are using a load balancer for Advanced Availability, ensure that the load balancer is configured to use sticky sessions.

The following diagram shows how to deploy CA SDM for small, medium, and large CA SDM configurations: 

Deployment Guidance Model for CA SDM Small, Medium, and Large Customers

This table describes CA SDM environment category and concurrent Analyst sessions:

Category Analyst Sessions CA Service Management Server Type Database Search Server

Tiny*

(*Not depicted in the diagram)

1-10 1 Primary (recommended 16-24 GB RAM) On CA SDM Server On CA SDM Server
Small 1-200

1 Background Server
1 Standby Server
2 Application Servers 

Dedicated Server Dedicated Server
Medium 200-5000 1 Background Server
1 Standby Server
5 Application Servers 
Clustered Cluster of 3
Large 5000+ 1 Background Server
1 Standby Server
5+ Application Servers 
Clustered Cluster > 3 Solid-State Drive (SSD) disks

If you are installing CA SDM for the first time, see Hardware and Software Requirements for the Install.

Install CA Service Management 14.1.03

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 14.1.03.
    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.

    Note: 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 AdministrationxFlow Analyst InterfaceGeneral 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 14.1.03. 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.

The following diagram shows the installation model for new xFlow Analyst Interface users:

Installation Model-CA SDM Classic UI to xFlow Analyst Interface

For more information about installation and post-installation tasks, see the following topics:

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  1. Karen Matoke
    2016-06-22 11:18

    Please make the necessary corrections to the "Installation Prerequisites" as per the following:

    Today, this page includes the following bullet point and command within a command window:

    ◦Open the command prompt and execute the following to enable json MIME type : %windir%\system32\inetsrv\appcmd.exe" set config /section:staticContent /+"[fileExtension='.json',mimeType='application/json']

    Please add double quotes around the entire command string.

    Additionally, it could be helpful to mention that a command can be issued to list the current MIME mapping.

    The command would be: "%windir%\system32\inetsrv\appcmd.exe" list config /section:staticContent | find "json"

    The results need to be:

    1. Karen Matoke
      2016-06-22 11:19

      1. Karen Matoke
        2016-06-22 11:20

        (well, I am unable to post that because it does not seem printable) I will try again on the next line (sorry if it does not print again):

        1. Rajashree Nair
          2016-06-23 01:49

          Thanks for the observation and feedback Karen Matoke. I have added the double quotes. Will wait for further comments from your end (as currently it seems incomplete as you are not able to post it to the next line per your comment above). Meanwhile, i will be confirming how to list the current MIME mapping with Rajesh Banuka.  

        1. Rajashree Nair
          2016-06-23 05:36

          Hi Karen Matoke, please check the source page for verifying updates done as per your feedback. 

          DocOps Services Team

  2. Brian Poissant
    2016-07-01 06:37

    Are there any issues with the X-Flow interface working along side the USS Liferay Portal interface (i.e. any port contention)

    1. Rajashree Nair
      2016-07-04 03:00

      Hi Brian Poissant,

      Thanks for posting the query. Currently, xFlow Interface is only supported on CA SDM. 

      Amirthaveni Velusamy, please confirm the same. 

  3. J.W.
    2016-12-03 11:37

    Would you please update all reference of "will install xFlow Analyst Interface and Search Server" references to "will optionally install ...."? There are SDM core patches included with this update that do not require xFlow and this implies it will be installed automatically.

    1. Rajashree Nair
      2016-12-06 08:17

      @J.W. Thanks. Will update.

      Regards,
      DocOps Services Team

  4. sharath mateti
    2016-12-06 04:54

    Is the CA SM CP3 only for serviedesk, and any plans for catalog and USS as well?

    1. Rajashree Nair
      2016-12-06 08:16

      Hi @sharath mateti,

      Yes CP3 is only for CA SDM. Future releases may provide support for Catalog/USS.

      Regards,
      DocOps Services Team