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• Implementation Guide
• Legal Notices
• CA Technologies Product References
• Contact CA Technologies
• Introduction
  • Overview
  • Audience
  • CA SDM Default User List
• Upgrading
  • Planning Your Upgrade
    • Database Considerations
    • Knowledge Management Considerations
    • DocType Validation
    • Retaining Your Customizations
      • Rename Customized HTMPL Forms
      • User Interface Migration Considerations
      • copy_inactive Web Option
    • LREL Migration Considerations
    • Status Transition Considerations
    • Email Upgrading
      • Maileater.cfg Considerations
  • How the Migration Console Works
    • Migration Log File
    • Start the Migration Manually
  • How to Upgrade CA CMDB from a Previous Release
  • How to Migrate Data to CA SDM Release 12.7 on a 64-Bit Linux/UNIX
  • How to Migrate Data to CA SDM Release 12.7 on a 64-Bit Windows
  • Example: Migrate from a Nonsupported Windows Environment
  • Example: Migrate from a Nonsupported Non Windows Environment
  • Support Automation Data Migration
    • How to Migrate a Support Automation Database
      • Historical Data Migration
    • How to Convert Divisions to Tenants
    • Export CA Support Automation Data
    • Import Support Automation Data
    • How to Configure Support Automation Role Access After Migration
  • How to Migrate a Custom CA Business Intelligence Universe
    • How to Back Up a Custom Universe
    • Install a CA Business Intelligence Universe
    • Update a Universe Link
  • Post Upgrade Configuration
    • How to Upgrade CA Workflow and CA EEM
    • Clear the Webengine and Browser Cache
    • Configure Web Directory and Servers
    • LREL Post-Migration
      • Deprecated Object and Tables
      • LREL Tables and Objects
      • Verify LREL Conversion
      • Verify Database Customizations
      • Verify Web Form Customizations
    • Edit Access Types
    • Enable Priority Calculation
    • How to Add the Incident Priority Field to Incidents
    • Add the Urgency Field to Employee Tickets
    • How to Set Ticket Values for Self-Service Users
      • Set the Urgency Range for Self-Service Users
      • Urgency Property Values
      • Set the Priority Range for Self-Service Users
      • Priority Property Values
    • Activate Status Transitions
    • Activate Transition Types
    • Customize Functional Access Areas
      • Post-Migration Access Level Changes
    • SITEMODS.JS File
    • Adjust Access Types
    • Adjust Data Partition Settings
    • Modify Help Sets after Migrating Roles
    • Default Constraint Settings
    • Start the IIS Web Interface (CAisd)
    • Modify Customized HTMPL Forms
    • How to Upgrade Knowledge Management From r11.2
    • How to Upgrade Knowledge Management From CA SDM r12.x
• Planning
  • CA SDM Default and Recommended Port List
  • CA MDB Installation Planning
    • CA MDB Considerations
  • CA SDM Installation Planning
    • CA SDM Considerations
      • CA CMDB Components
      • Support Automation Planning Considerations
        • Support Automation Network and Bandwidth Considerations
  • CA EEM and CA Workflow Installation Planning
    • CA EEM Considerations
    • CA Workflow Considerations
      • Workflow Migration Utility
      • Run the Migration Utility from the Command Line
      • Run the Migration Utility from the GUI
  • CA Process Automation Integration Planning
    • Security Considerations
    • How to Set Up SSL Communications with CA Process Automation
      • How to Enable Communications When CA Process Automation is SSL Enabled
  • CA Business Intelligence Installation Planning
    • Reporting Considerations
      • New Opposed to Custom Installation (Windows)
      • BusinessObjects Administrator Credentials
      • BusinessObjects Enterprise XI Application Server
      • Existing Installation of BusinessObjects (SAP)
      • Access InfoView with Firefox
    • Reporting Best Practices
  • CA NSM Installation Planning
  • Enable Windows Authentication in Firefox
• Installing
  • How to Implement the Software
  • The CA MDB Installation
    • MDB Installations
    • Find Product Integration and Compatibility Information
    • Install on SQL Server (Windows)
    • Install on Oracle (Windows)
    • Install on Oracle (Linux\UNIX)
    • Install a Remote MDB on HP-UX
  • The CA SDM Installation
    • Install on SQL Server (Windows)
    • Install on Oracle (Windows)
    • Install on Oracle (Linux\UNIX)
    • Oracle Environment Variables
    • Visualizer Configuration
    • How to Configure Visualizer on a Secondary Server
    • Support Automation Component Configuration
      • How to Configure Support Automation Server Modes
      • How to Configure Support Automation on a Secondary Server
      • How to Configure Automated Tasks
  • The Web Screen Painter Installation
    • Install Web Screen Painter
  • The CA NSM Integration Installation
    • Install the CA NSM Integration (Windows)
  • The CA EEM Installation
    • Install CA EEM (Windows)
    • Configure CA EEM SDK in FIPS Compliance Mode
    • Install CA EEM (UNIX)
  • The CA Workflow Installation
    • Install CA Workflow (Windows)
    • Install CA Workflow (UNIX)
    • Install Standalone CA Workflow IDE
      • Verify the CA Workflow IDE Installation
    • Uninstall the CA Workflow IDE Client (Windows and Linux)
  • The CA Business Intelligence Installation
    • Install CA Business Intelligence
      • Download and Install the CA Business Intelligence r3.2 SP5 Patch
    • Custom Install of CA Business Intelligence (Windows)
      • Perform a Custom Install
  • Verify the Installation
  • The Install Log
• Configuring
  • Product Configuration
  • Configure the CA SDM Components
    • Set Up the CA CMDB Audit Log
    • How to Integrate CA Cohesion ACM With CA CMDB
    • CA CMDB Visualizer Configuration on AIX
    • Modify Third-Party Scripts for CA CMDB Compatibility
    • How to Switch the Target Server for CA CMDB Reports
  • How to Configure the Web Interface
    • Enable the Web Engine on the Secondary Server
    • Enable the Web Engine on the Secondary Server
    • Configure the Web Interface
    • Start the Web Interface
  • How to Configure CA Business Intelligence
    • Configure Initial CA Business Intelligence Settings
      • Verify the CA Business Intelligence Configuration
    • How to Configure Date Range Values and Join Parameters
    • Add Your CA SDM Users to CMC
    • Add the CA SDM Privileged User to CMC
    • Default Settings in CMC
    • Integrate CA Business Intelligence with CA SDM
    • How to Configure Trusted Authentication with CA SDM and BusinessObjects
      • Configure Trusted Authentication in CA Business Intelligence
      • Configure Trusted Authentication in CA SDM
    • Configure BusinessObjects LDAP Authentication
    • Connect CA Business Intelligence Server to a Different CA SDM Server
      • Create an ODBC DSN for the CA SDM Server
      • Connect the CA SDM Universe to the Server
    • Change the Maximum Size for a List of Values in CA Business Intelligence
    • Change the Maximum Size for a List of Values in Web Intelligence Reports
    • Change the Report Record Limits
    • Change the Web Intelligence Session Time-Out
    • Replicated Database for Offline Reporting
  • Run the Automated Policies
  • Run the Knowledge Report Card
  • Knowledge Management Sample Data Import
  • Search Engine Configuration
    • pdm_k_reindex—Knowledge Re-Index Utility
  • How to Configure CA Workflow
    • Start and Stop CA Workflow
      • pdm_tomcat_nxd—Start or Stop a Tomcat Instance
    • Set Up Automatic Login (External Authentication)
    • Configure Worklist and Workflow Manager for Automatic Login
    • Configure Workflow Design Environment for Automatic Login
    • CA Workflow Options
    • How to Configure the Problem Management Sample Workflow
    • How to Configure the Order PC Sample Workflow
    • Change Management Process Definition Example
      • How to Prepare a Change Order for Approval Example
      • How to Approve and Implement a Change Order Example
  • How to Configure CA Process Automation Workflow Integration
    • Verify CA Process Automation and CA SDM Installations
    • Configure CA Process Automation Workflow Options
    • CA Process Automation User Administration
    • How to Support Single Sign-On From CA SDM to CA Process Automation Using CA EEM
  • Set Up Automatic Login (CA MDB Authentication)
  • Configure Single Point of Entry
  • How to Implement Multi-Tenancy
    • Implementing Multi-Tenancy
      • Multi-Tenancy
        • The Service Provider Tenant
        • Tenant Hierarchies
        • Tenant Attributes and Objects
        • Multi-Tenancy Access
      • How to Implement Multi-Tenancy
        • Install and Enable Multi-Tenancy
        • Create the Service Provider Tenant
        • Create Tenants
        • Assign Tenant Access for a Role
        • Create Subtenants
        • Create Tenant Groups
        • Change Multi-Tenancy to On Mode
        • Review the Implementation and Correct
    • Enable Multi-Tenancy
      • How to Initialize a New Tenant
      • How to Convert an Existing Tenant Implementation to the Tenant Object
      • How to Populate the Tenant Attributes in Your Tables
      • Create a Tenant
      • Create a Tenant Group
      • Tenant Hierarchies
      • Create a Subtenant
      • System-Maintained Tenant Groups
    • How to Export and Import Tenant Data
      • How to Handle Attachments and Repositories
    • Utilities Used for Multi-Tenancy
      • pdm_buildtenant—Creating Tenants from Another Object
      • pdm_clean_attachments—Delete Redundent Attachments After Importing Tenant Data
      • pdm_settenant—Assigning Tenants to Objects
        • Assign Tenants to Objects Considerations
      • pdm_tenant_delete—Deleting Tenant Data from a Database
      • pdm_tenant_extract—Extracting Tenant Data
      • pdm_userload—Load Tenant Data
• Customizing
  • Customization Overview
  • Notification Method Customization
    • The Notification Process
    • Notification Method Variables
      • Basic Environment Variables
      • Attribute Variables
      • The Notification File
      • Using Perl Scripts
    • How to Create a Customized Notification Method
      • Create a Script
      • Add the Notification Method
        • Add a Notification Method Using the Web Interface
        • Add a Notification Method Using a UNIX Shell Script
  • Query and Message Customization
    • Scoreboard Queries
      • Stored Queries for Logged in User
        • Syntax for cr Object
        • WHERE Clause
        • Label
        • The IN Keyword
      • Query Based on Priority
      • Time-Based Queries
        • Start Time
        • End Time
        • Trigger Time
    • ITIL-Specific Queries
    • Activity Notification Messages Customization
      • Formatting Attributes for Activity Notifications
      • Attributes from the Activity Log Object
      • Information on Specific Change Orders
      • Information on Specific Requests
  • Schema Customization
    • How to Modify the Schema
    • Display the Schema Designer
    • Schema Designer Tabs
      • Table Info Tab
      • Column Info Tab
      • Advanced Tabs
    • Schema Designer Tasks
      • Table or Column Modification
      • Add a New Table
      • Add a New Column
      • Save Changes
      • Test Schema Modifications
      • Revert Schema Modifications
      • Publish Schema Modifications
      • Test to Production Migration
      • Change or Delete Site-Defined Columns after Publishing
  • Web Interface Customization
    • The Web Screen Painter (WSP)
      • Start the Web Screen Painter (Windows)
      • Start the Web Screen Painter (UNIX)
      • Edit a Form
      • Create a Form
      • Form Edit Window
      • Data Grid List
        • Modify Data Grid Lists on List Forms
      • Mouse-Over Previews
        • Modify a Mouse-Over Preview
        • Create a Mouse-Over Preview
      • Nested Tabs
        • Modify Notebooks on Detail Forms
      • Using Design View to Edit List and Detail Forms
        • Properties Dialog
        • Insert a Control
        • Notebooks
        • List Designer
        • Conditional Controls
        • Preview Forms
      • Edit in Source View
      • Edit Menu Bars
      • Functions Useful in Menu Items
      • Edit Stylesheets
      • Edit HTML and JavaScript
      • Saving Changes
      • Delete Changes Before Publishing
      • Delete Forms After Publishing
      • Publish Changes
      • Test to Production Migration
    • HTML Templates (HTMPL Form)
      • Template Naming Conventions
      • HTMPL Directories
      • Web Form Groups
        • How to Create a Web Form Group
    • HTMPL Tags
      • PDM_EVAL: Insert the Value of a Pre-Processor Variable
      • PDM_FORM: Start an HTML Form with a Session ID
      • PDM_FMT: Format Text from a Server Variable
      • PDM_IF: Conditional Processing
      • PDM_INCLUDE: Inserting from a Different File
      • PDM_JSCRIPT: Conditionally Include a JavaScript File
      • PDM_LINK: Create a Hyperlink Invoking an HTMPL Operation
      • PDM_LIST: Format a List of Database Rows
      • PDM_MACRO: Insert Text from a Macro File
        • To Comment Out PDM_MACRO Tags
        • Predefined Macros Used by WSP
          • Detail Form Macros
          • contactLookup
          • dtlCheckboxReadonly
          • List Form Macros
          • Menubar Macros
      • PDM_NOTEBOOK: Create a Notebook
      • PDM_PRAGMA: Specify Server Information
      • PDM_SCOREBOARD: Build a Scoreboard Tree
      • PDM_SET: Set the Value of a Server Variable
      • PDM_TAB: Create a Tab within a Notebook
      • PDM_WSP: Control WSP Preview
    • Server Variables
      • Simple Variables
      • Property Variables
      • Environment Variables
      • Business Object Variables
      • List Variables
    • Supported Server Operations
      • Operation Variables
      • Syntax of PRESET, PRESET_REL, ALG_PRESET, and ALG_PRESET_REL
      • Link Examples
    • Advanced Customization
      • The Web Engine and Its Cache
      • The pdm_webcache Utility
      • How to Modify HTML Templates
      • Files That Should Not be Modified
      • Guidelines for New HTMPL Files
      • How to Add User Defined State Information
      • How to Directly Create a Request from a Template
      • How to Configure a Quick Close Ticket with Preset Information
        • Create a Quick Close Ticket With Preset Options
      • Directories Used by Your HTTP Server
      • Download PDF Attachments
      • Looking Up Information in Reference Tables
        • Specifying Lookups on Contacts
      • Web Engine PreProcessing
        • Preprocessor Variables
        • Invariant PDM_IF Detection
        • PDM_EVAL: Insert Text from a Preprocessor Variable
      • Free-Form Customization of Detail Forms
        • Using JavaScript on Detail Forms
        • detailEndTable()
        • detailNextID( [colspan,][lastelement] )
        • detailNextLinkID()
        • detailReportValidation( field, has_error, emsg )
        • detailSetValidate( hdrtext, is_required, maxsize )
        • detailRowHdr( hdrtext, colspan, is_required )
        • detailSetRowData( text )
        • detailWriteRow()
      • Understanding List Forms
        • The lsWrite Macro
      • Edit in List Customization
        • startListEdit( _search_filter );
        • listEditStartRow();
        • listEditField(attr_name[,hdr]);
        • listEditReadonly(attr_name[,hdr]);
        • endListEdit();
      • Integrating with Your Own Web Pages
        • Linking to CA SDM Functions
        • Posting Forms to CA SDM
      • JavaScript Customization
        • sitemods.js
        • Modifying Context Menus
        • Updating and Creating Change Orders as Employee User
        • Add a "Closed Change Orders" link to the Employee Scoreboard
        • Download Attachments
  • Event Log Data Storage Customization
  • CA Business Intelligence Reports Customization
    • CA Business Intelligence Infrastructure
      • Reporting Components
    • Development Environment
      • Tools
      • How to Create a Development Environment
    • Framework
      • Create a Framework for Promoting Schema Changes to CABI
    • Schema Changes to the Infrastructure
      • Add Schema Changes to Derived Universe
      • Common Schema Modifications
    • Reports and Folder Structures
      • Create a Web Intelligence Report
      • Modify a Web Intelligence Report
      • Create a Crystal Report
      • Modify a Crystal Report
    • Move New Crystal Reports into CA Business Intelligence
    • How to Move Existing Access Reports into CA Business Intelligence
    • Move from Development to Production
  • Legacy Reports Customization
    • Custom Report Design
      • Selecting Information for the Report
      • How to Create a Report Template
        • Block Statements
        • Layout Statements in Report Templates
        • Variable Expressions in Report Templates
        • Example: Report Template
    • How to Generate Reports
      • The Report Command
      • How to Display a Dialog (UNIX Only)
    • Report Template Reference
      • Variable Expressions
        • Variable Expression Syntax
        • Variable Expression Flags
        • Variable Expression Example
        • Variable Expression Remarks
      • Report Template Functions
      • Report Template BLOCK Statements
        • Block Statement Syntax
        • Block Statement Parameters
        • Block Statement Example
        • Footer Statement Example
        • Block Statement Remarks
      • Report Template FOOTER Statements
        • Footer Statement Syntax
        • Footer Statement Parameters
        • Footer Statement Remarks
      • HEADER
        • Header Statement Syntax
        • Header Statement Parameters
        • Header Statement Example
        • Header Statement Remarks
      • Report Template HEADER2 Statements
        • Header2 Statement Syntax
        • Header2 Statement Parameters
        • Header2 Statement Example
        • Header2 Statement Remarks
      • Report Template PAGE FOOTER Statements
        • Page Footer Statement Syntax
        • Page Footer Statement Parameters
        • Parameters for a Page Footer Statement Example
        • Parameters for a Page Footer Statement Remarks
      • Report Template PAGE HEADER Statements
        • Page Header Statement Syntax
        • Page Header Statement Parameters
        • Page Header Statement Example
        • Page Header Statement Remarks
      • Report Template PRINT Statements
        • Print Statement Syntax
        • Print Statement Parameters
        • Print Statement Example
        • Print Statement Remarks
    • Customize Crystal Reports
• Populating CA CMDB
  • Database Population
  • How GRLoader Populates the Database
  • Use GRLoader to Import the Data
  • Family and Class Assignments
  • How to Load CA APM Data
• Using the MDR Launcher
  • The MDR Launcher
  • MDR Terminology
  • MDR Mapping
  • MDR Launching
  • CMDBf Viewer
  • Define an MDR to CA CMDB
    • MDR URL Definitions
    • MDR Launch URL
    • Parameters for URL Substitution
  • Federation Using GRLoader
    • Federate a CI
    • Define Multiple MDRs to a CI Using GRLoader
  • Map Between MDR CIs and CA CMDB CIs
  • How To Configure MDRs for CMDBf Viewer
  • Launching the MDR Web Browser Interface
  • CA Cohesion Integration
• Managing Web Services
  • Web Services Management
  • CA SDM Components
  • Tips for SOAP Web Services Clients
    • Java Clients
  • SOAP Web Services Configuration
    • Redeploy the Web Services
  • Web Services Security
  • SOAP Error Handling
    • Lock Errors
    • Time Outs
    • Error Codes
  • Web Services Installation
    • How to Activate Design-Time
  • External Specifications
    • User Access Authentication
    • User Name/Password Authentication
      • login (Username, Password)
      • loginService (Username, Password, Policy)
    • Public Key Infrastructure (PKI) Authentication
      • loginServiceManaged (Policy, Encrypted_Policy)
        • Implement loginServiceManaged in Java
      • Configuration for the PKI Authentication Type
      • Login to Web Services
    • Session and Authorization
    • Access Control and Management
      • Define an Access Policy
      • Web Services Methods by Category
      • Define an Error Type
        • Web Services Error Types
        • Additional Error Types
        • Duplicate Ticket Handling
          • Duplicate Ticket Results
      • Simplified Web Services Access
  • Objects
    • System Updates and Caching
    • Categories and Properties
    • XML Object Returns
  • ITIL Methodology
    • Incident or Problem Creation
    • Query for Incidents or Problems
    • Attach an Incident to a Problem
    • Attach a Problem to a Change Order
    • Configuration Items
  • Use the Web Services
    • Logins
    • How to Perform Common Tasks
      • Default Handles
      • Query for Requests, Issues, or Change Orders Assigned to a Contact
      • The Active Flag
      • Retrieve Related List Length
  • CA SDM REST API
    • REST and SOAP
    • REST Security
      • How Secret Key Authentication Works
    • Web Service Options
• Integrating with Other Products
  • CA Workflow Integration
    • CA Workflow Components
      • The CA Workflow Design Environment
      • Start the CA Workflow Design Environment (Windows)
      • Start the CA Workflow Design Environment (Linux)
      • CA Workflow IDE Parameters
      • CA Workflow Server
      • Worklist
    • CA Workflow Access
      • CA EEM and CA Workflow
      • Resource Classes
      • Add Users to CA Workflow Groups
  • CA NSM Integration
    • How to Integrate with CA NSM
    • Configure the Converter on UNIX
    • Post Integration Process
      • Create Owned Assets
        • How to Register Discovered Assets
      • How to Monitor Event Console Messages
        • Send Generic Event Data (UNIX Only)
        • Post Announcements Automatically
      • Filter Rule Considerations
        • How to Filter Events Automatically
        • Generic Event Data
        • Filter Rule Setup
        • Filter Rule Definitions
          • Syntax (Filter Rules)
          • Parameters (Filter Rules)
        • Event Writers
        • Event Writer Rule Definitions
          • Syntax (Event Writer Rules)
          • Parameters (Event Writer Rules)
        • CA SDM Log (stdlog.0) Syntax
        • Load Event Writer Rules
          • Syntax (Loading Event Writer Rules)
          • Parameters (Loading Event Writer Rules)
        • Maintain Filtered Events
          • Example
      • Troubleshoot Integration
        • 2D/3D Map Error Messages (Windows Only)
          • TNGWV object create failure= x
          • CAE0232E-Repository error code 22
        • Review Server Configuration
        • Filter Error Messages
          • Can’t resolve host name to an IP address
          • Cannot find repository file
          • The dependency doesn’t exist or has been marked for deletion
          • Destination unknown, Queuing events or No topology.cfg file entry for node; queuing event
        • How to Check the Slump Connection
        • Turn On Logging
    • CA SDM Event Converter
      • Event Converter Removal (Daemon Manager)
      • Event Converter Removal (Windows Service)
    • How to Use the CA NSM to CA SDM Integration
      • Sample Message Records/Actions with Limited Content
      • Sample cawto Commands that Generate/Update Requests
      • Sample Files to Use with the Integration
        • topology.cfg
        • tngfilter_rule.dat
        • tngwriter_rule.dat
  • CA Portal Integration
    • Verify CA SDM Web Interface Accessibility
    • Install and Start CA Portal
      • Include Portlets
      • Connect to the CA Portal Server
    • Configure CA SDM to Use SSL with CA Portal
      • Setup SSL Using a Self-Signed Certificate
      • Connect to CA SDM when CA Portal Uses SSL
  • Mainframe Product Integration
    • Load CA SDM Side Data
    • CA Products Currently Using CAISDI
    • CA Products Planning to Use CAISDI
  • CA Business Service Insight Integration
    • View CA BSI Information in CA SDM
      • Import the Service Level Reports into CA BSI
      • Create the CA BSI MDR
      • Create the CIs in CA SDM
      • Create the Federated CI Mappings
      • View the SLM Information in CA SDM
• Samples Directory
  • Contents of the Samples Directory
    • How to Modify the Message Catalog
    • call_mgt
    • data
    • macro_lock
    • multi-tenancy
    • pdmconf
    • reporting
    • sdk
    • views
• Loading Supplemental Content
  • sd_content.dat