CA SDM Mobile Enabler Configuration

CA SDM Mobile Enabler Configuration

CA SDM Mobile Enabler r2.0 is now deployed with CA SDM Release 12.9. As an administrator, you are required to perform some configuration steps for the users to use the mobile application.

This section contains the following topics:

CA SDM Mobile Enabler

Verify the Prerequisites

Apply the Patches for Open Space

Enable CORS Settings

(Optional) Set Form Fields as Non-Mandatory

(Optional) Enforce Approvals Compatibility After Upgrade

Access the CA SDM Mobile Enabler

CA SDM Mobile Enabler

CA SDM Mobile Enabler is a common interface to access some of the core features of CA SDM and Open Space from your mobile device. The following mobile capabilities are available in CA SDM Mobile Enabler:

• Analyst Queue - view and perform activities on tickets created in CA SDM.
• Approvals - approve or respond to assigned work items created by a workflow engine.
• Open Space- post or answer questions on communities; if the community cannot answer your questions, raise a ticket.

You can choose the capabilities that you want to use from the login page when you log in to the CA SDM Mobile Enabler. You can also enable or disable a capability after you log in. Go to the Settings screen and tap Add/ Remove Capabilities. Only those capabilities that are added in the Mobile Enabler are displayed for your selection. Swipe to switch on the capability, enter the credentials, tap Login.

Analyst Queue

The Analyst Queue capability enables the logged-in user to access the following CA SDM core features:

• View the count of the tickets from CA SDM on the Home screen when you log in (incidents, requests, problems, issues, and change orders only). The badge count on each tile shows the new and updated ticket counts since last refresh.

  Note: The Home screen does not display all the tickets from CA SDM. By default it shows all the tickets assigned to all the users. This default filter can be changed.

• Tap a ticket type tile from the Home screen to view the list of tickets. Filter each ticket type to view only selected information. For example, tap the Filter icon from the Incident list and select Assigned - High Priority. The list is refreshed to show the selected incidents only.

  Note: Filters that are customized on the CA SDM server and are displayed on the CA SDM Scoreboard are also displayed in this capability.

• Search for ticket. Tap on the search area and enter the search keyword. The search results are displayed as you type. You can search for a ticket based on the ticket number or summary of the ticket.
• Tap a ticket to view the details. You can also view the attachments and activity logs (if any).
• Tap More Actions (arrow icon from top right corner of the capability) to perform actions on a ticket:
  • Escalate or update status or transfer ticket to another user.
  • Add a comment to this ticket.
  • Add an attachment to the ticket. Allowed size for the attachment is 3 MB or less.
    • Use the camera to take a snapshot.
    • Use the gallery to select an image (this capability only supports .jpeg, .jpg, and .png image formats).

    Important! To view attachments from the web application of the CA SDM Mobile Enabler, turn off the "block popups" option in the web browser.

• Change the refresh interval (by default it is set to 4 minutes). Tap system menu, Settings, Capability Specific Settings. Increase (plus (+) sign) or decrease (minus (-) sign) the Polling interval.
• Choose the features to be displayed in this capability. For example, the logged-in user can choose to view the incidents only. Go to the Settings screen and tap Add/ Remove Features. Swipe to enable or disable a feature.

Approvals

The Approvals capability is used to quickly and seamlessly respond to pending workflow tasks. The Approvals capability provides the mobile user with all the information required to complete the task.

The logged-in user can access the following core features of this capability:

• View the brief tour of the capability. You can choose not to view this tour when you use the capability next time. If you want to view the tour again, go to the Settings, Capability Specific Settings for the Approvals section and check the Show Product Tour checkbox.
• View the following tasks:
  • Pending tasks from the following workflow engines that are integrated with CA SDM:
    • CA SDM Classic Workflow
    • IT Process Automation Manager (ITPAM)
    • CA Workflow (CAWF)
  • Workflow tasks that are assigned to the user. If the logged-in user is part of the PAMAdmins group, he or she can view and respond to any ITPAM tasks from the Approvals capability.
  • Workflow tasks that are assigned to a group that the user belongs to.
    • For CA SDM Classic Workflow, tasks assigned to the CA SDM group are not displayed, only tasks assigned to individuals are displayed.
    • If the logged-in user is part of the PAMAdmins group, he or she can view and respond to any ITPAM tasks from the Approvals capability.
  • Workflow tasks for which the user is requested to respond, regardless of the CA SDM ticket assignee or requester. For example, a financial approval task is likely to be performed by the user who is not directly involved with CA SDM.

  Note: If a workflow engine is down and if the user is not using the related workitem, Approvals does not display the workitems or an error message. If at any time, the workflow engine starts working, the related workitems will be visible to the user. But if you are already using a workitem and the server goes down, then Approvals displays an error report.

• View a bar chart showing the number of pending tasks that are awaiting input, as per the time the task has been pending. This bar chart allows the user to identify new tasks as well as visually determine how long they have been waiting.
• View the list of tasks filtered by pending time. Tap on the bar on the graph or use the pull down at the top of the screen. For example, tapping on Last Hour bar displays all the tasks created or modified in the last one hour and are pending for approval.
• Search for a pending task; enter the search text in the Search area. The search result is updated as you type. You can search using ticket numbers, priorities, or keywords from task descriptions.
• View the work item details by tapping on a task in the list. When you see the details, you can perform the following actions:
  • View the input form of the workitem, almost similar to the workflow engine form. Custom approval forms are automatically available on the mobile device without any modification. They will be reformatted for rendering on the mobile device.
  • Understand more about the workitem by tapping the ticket icon to view the related CA SDM ticket information. This information may include business justifications, implementation and backout procedures, contact, assignee, information, priority, SLA, severity, and so on.
  • Call or email the requester, assignee and so on by tapping on the phone number or email address listed on the related ticket tab. This information is displayed only if the CA SDM ticket contains this contact information.
  • Download and view attachments for the related change order ticket. You may need to install additional viewer software on your mobile device to open the downloaded document.

    Important! To view attachments from the web application of the CA SDM Mobile Enabler, turn off the "block popups" option in the web browser.

    Note: If you download the attachment on the Android pop-up browser, an error message is displayed. Tap the arrow from the left side of the pop-up browser. The pop-up browser converts into the main browser and you can download the attachment.

  • Respond to the workitem by entering the required information in the detail form and by tapping Submit. The next task is automatically opened for your response, if multiple tasks are pending. You can also tap the forward arrow on the top right corner of the capability to open the next work item.
• Upon request from support, enable debugging information by selecting the system menu, Settings, Capability Specific Settings. Tap the Tracing drop-down to select an option. Choose the "on" option to enable the debugging information. Choose the "verbose" option for more detailed information. You can view the logging information in the $NX_ROOT\log\approve.log directory on the CA SDM server. We recommend, that you disable the option to avoid additional server overhead when you have completed the support session.
• Change the date and time format by tapping the system menu, Settings, Capability Specific Settings and by choosing a Date Time Format. The changed date and time format is only reflected once you refresh the capability.
• Refresh the current list of workitems by tapping the system menu in the upper right-hand corner of the task list page and choose Refresh.
• Change the refresh time interval which specifies how often the Approvals tile is updated, by changing the Polling interval found on the Capability Specific Settings page.
• Enable response timeout option wherein a message is prompted to the logged-in user if the capability does not respond within a specified time. As a logged-in user, you can set this time (in minutes) from the system menu, Settings, Capability Specific Settings. By default the Timeout in minutes option is set to two minutes. You can increase (plus (+) sign) or decrease (minus (-) sign) this time. If the capability does not respond within this scheduled timeout, an error message is displayed to the logged-in user. After clicking OK on the message prompt, the user is directed back to the login page of the Approvals capability.

Open Space

The Open Space capability enables the logged-in user to access the following core features of CA Open Space on a mobile device:

• View the count of the latest questions on the Home screen, that are posted from CA Open Space. The posts are categorized according to tags such as Recommended, Latest, Following, and so on. By default you view the Latest questions.
• (If CA Open Space is configured with CA SDM) View the count of the tickets (request or incident, as configured by the system administrator on the CA Open Space server) on the Home screen, that are created by you from this capability.
• Tap on the question tile from the Home screen to view the related posts. Select an option, for example, Latest, from the drop-down to view only the latest posts.
• Search for a post from all sources. Enter your search criteria in the Search text box and tap Enter. Search results are displayed from all sources. From the drop-down, you can select Global to look from all the data sources that enabled on the CA Open Space server or select Questions to look from the questions listed in this capability.
• Search for requests or incidents.
• Tap a question to view the detailed post. Tap More Actions (arrow icon on the top right corner of the capability) to perform the following actions:
  • Reply to this post
  • Follow or unfollow this post
  • Share the post
  • Open a service desk ticket if the post does not answer your questions.

  Note: To add new fields in the request form, the system administrator has to configure the fields on the CA Open Space server. The same configured fields are displayed on the Open Space capability. The number of fields that can be configured on the CA Open Space server is 5. For more information about how to configure the fields, see the CA Open Space Administration Guide.

• Change the refresh interval (by default it is set to four minutes). Tap system menu, Settings, Capability Specific Settings. Increase (plus (+) sign) or decrease (minus (-) sign) the Polling interval.
• Choose the features to be displayed in this capability. For example, the logged-in user can choose to view the Questions only. Go to the Settings screen and tap Add/ Remove Features. Swipe to enable or disable a feature.

Verify the Prerequisites

Verify the following requirements before you configure CA SDM Mobile Enabler:

• Certified Mobile Operating Systems
• To access Analyst Queue and Approvals capabilities, CA SDM Release 12.9 must be installed and configured on the server where you want to install CA SDM Mobile Enabler. REST is also installed and configured on the same server. For more information, see the CA Service Desk Manager Implementation Guide.
• To access Open Space capability, CA Open Space r2.0 must be installed and configured to the CA SDM server. For more information, see the CA Open Space Implementation Guide.
• Associated the logged in users for Analyst Queue with the REST Web Service API role. Ensure that the Administration, Security, and Reference function accesses of this role are assigned with the View or Modify access levels. For more information about function access, access level and roles, see the CA Service Desk Manager Administration Guide.

Certified Mobile Operating Systems

CA SDM Mobile Enabler is certified on the native browser for the following mobile operating systems:

• iOS 5.1 and later
• Android 4.x

Apply the Patches for Open Space

Depending on your operating system, apply the following patches on the CA Open Space server before you deploy the CA SDM Mobile Enabler to access the Open Space capability:

Enable CORS Settings

Enable the cross - origin resource sharing (CORS) settings to use the Open Space mobile capability.

Important! This process is only applicable for web based application and not for the native application of CA SDM Mobile Enabler.

Follow these steps:

1. Ensure that you have applied the patches for Open Space before you enable the CORS settings.
2. Log in to the CA Open Space server.
3. Go to the following directory:

   OSOP_HOME/tomcat.7.xx/webapps/ROOT/WEB-INF
   

4. Open the web.xml file.
5. Add the following content after the last </filter> tag in the XML file:

   <filter>
   <filter-name>CORS</filter-name>
   <filter-class>com.thetransactioncompany.cors.CORSFilter</filter-class>
   <init-param>
   <param-name>cors.allowGenericHttpRequests</param-name>
   <param-value>true</param-value>
   </init-param>
   

   <init-param>
   <param-name>cors.allowOrigin</param-name>
   <param-value>*</param-value>
   </init-param>
   <init-param>
   <param-name>cors.allowSubdomains</param-name>
   <param-value>true</param-value>
   </init-param>
   <init-param>
   <param-name>cors.supportedMethods</param-name>
   <param-value>GET, HEAD, POST, OPTIONS, PUT, DELETE</param-value>
   </init-param>
   

   <init-param>
   <param-name>cors.supportedHeaders</param-name>
   <param-value>Origin, Accept, Authorization, Content-Type, X-Requested-With</param-value>
   </init-param>
   <init-param>
   <param-name>cors.exposedHeaders</param-name>
   <param-value>X-Test-1, X-Test-2</param-value>
   </init-param>
   <init-param>
   <param-name>cors.supportsCredentials</param-name>
   <param-value>true</param-value>
   </init-param>
   

   <init-param>
   <param-name>cors.maxAge</param-name>
   <param-value>3600</param-value>
   </init-param>
   </filter> 
   <filter-mapping>
   <filter-name>CORS</filter-name>
   <url-pattern>*</url-pattern>
   </filter-mapping> 
   

6. (Optional) If you want specific domain to access the CA Open Space server, complete the following steps:
   1. Go to the following line in the XML file:

      <init-param>
      

      <param-name>cors.allowOrigin</param-name>
      

      <param-value>*</param-value>
      

      </init-param>
      

   2. Replace cors.allowOrgin param-value with the following subdomain information of the CA SDM server:

      http://<server_Name>:<Port_Number>
      

      Note: You can add multiple subdomains, separated by space.

7. Save the file.
8. Restart the Open Space server.

   The CORS settings is enabled.

(Optional) Set Form Fields as Non-Mandatory

By default, all input fields in the Approvals capability that are derived from the ITPAM workflow engine are mandatory. Depending on your ITPAM version, the system administrator can make these fields non-mandatory.

Follow these steps:

1. Log in to the CA SDM server and open the NX.env file.
2. Add the following variable in this file:

   NX_MOBILE_WFM_ITPAM_ALL_FIELDS_ARE_REQUIRED
   

3. Set the variable value.
4. Save the file.
5. Depending on the variable value and the ITPAM version, the following changes are applicable:
   • If the variable is not set, all the fields from ITPAM 3.1, 4.0 or later becomes mandatory, by default.
   • If this variable value is set to Yes, all the fields from ITPAM 3.1, 4.0 or later becomes mandatory.
   • If this variable value is set to No, all the fields from ITPAM 3.1 follow the minimum and maximum length constraint. The minimum and maximum length for string input fields in ITPAM 4.0 or later are not applicable in the Approvals capability. Hence all the fields become non-mandatory, if the variable value is set to No.

(Optional) Enforce Approvals Compatibility After Upgrade

For users to access the latest Approval capability with the latest features and have a consistent user experience, set the NX_MOBILE_WFM_FORCE_CLIENTVERSION_UPGRADE variable to Yes.

When this option is set, users attempting to log in to the previous version of the Approvals capability are instructed to upgrade this capability and the log in is rejected.

Follow these steps:

1. Log in to the CA SDM server and open the NX.env file.
2. Add the following variable in this file:

   NX_MOBILE_WFM_FORCE_CLIENTVERSION_UPGRADE
   

3. Set the variable value to Yes.
4. Save the file.
5. Restart the CA SDM server.

Access the CA SDM Mobile Enabler

To access the web application of CA SDM Mobile Enabler from your mobile device, use the following URL:

http(s)://<CA_SDM_Server_Name>:<REST_Port_Number>/casdm

Note: Inform the users of this URL if they want to use the web application of CA SDM Mobile Enabler on their mobile device.

To use CA SDM Mobile Enabler as the native mobile application on your mobile device, follow these steps:

1. Go to Google Play (for Android users) or App Store (for iOS users).
2. Search for CA Service Desk Manager.
3. Install the CA Service Desk Manager application.

   The CA SDM icon is displayed on your mobile phone after successful installation.