Unicenter Service Desk Release 112 Certification Matrix - CA Technologies
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Unicenter Service Desk Release 11.2
Unicenter Service Desk Knowledge Tools Release 11.2
Certification Matrix

Last Updated: February 11, 2014
End-of-Service: April 30, 2012

Service Desk will support service packs and point releases of Operating Systems, Databases, Browsers, etc. not necessarily noted on this matrix as long as the problem reported is reproducible with versions that are listed on the support matrix. CA reserves the right to refuse support of new point releases should the reported problem require a major redesign in order to function properly. Both Technical Support (Level 1) and Sustaining Engineering (Level 2) will do their best to resolve any issues that occur in a timely manner. If the resolution to the problem is determined to be outside the realm of their support responsibilities, they may ask that you escalate your request for certification to your local account team.

Any known versions that are not supported will be specifically noted in the appropriate sections.

Certified Windows Server Platforms

  • Microsoft Windows 2003 R2
  • Microsoft Windows 2003 with Service Pack 1 applied
  • Microsoft Windows 2003 with Service Pack 2 applied
  • Microsoft Windows 2000 Server Family with Service Pack 4 applied (32 bit only)

Note: Please see https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/191/vmware_supp.html for information pertaining to CA's support of VMWARE.

Certified Linux Server Platforms

  • Red Hat Enterprise Linux 4.0 x86
  • Red Hat Enterprise Linux 3.0 x 86 (32 bit only)
  • SUSE Linux Enterprise Server 9 (SLES) x86
  • SUSE Linux Enterprise Server 10 sp1 (SLES) x86

Note: Red Hat Enterprise 3 SMP Kernel 2.4.21-20 is not supported at this time.

Certified UNIX Server Platforms

  • Sun Solaris 10/9 SPARC (64 bit only)
  • HP/UX 11.31/11.23/11.11 PA-RISC (64 bit only)
  • AIX 5.3/5.2 (64 bit only)

Note: On HP Systems in order to read the DVD you must mount it with the following parameters:

mount -r -F cdfs -o rr /dev/dsk/<name of device> <mountpoint>

Certified Server Platform Notes

All Windows, Linux and Unix Server Platforms noted above are certified on both 64 bit and 32 bit unless specifically noted.

A patch is required for Windows 2003/SQL 64 bit on Itanium or EMT processors.

eIAM 8.1 and 8.2 are certified on most Service Desk platforms noted in this matrix. The most notable exceptions are Red Hat 4.0, 64 bit SUSE Linux Enterprise Server 9.0, and HP-UX 11.23. For a complete list of platforms supported by eIAM see the following web sites:

EEM 8.3 is certified on most Service Desk platforms noted in this matrix with the exception of HP-UX 11.23. It requires Cumulative #4 to be installed.

https://support.ca.com/phpdocs/0/4839/4839_compmatrix.pdf.

https://support.ca.com/cadocs/1/g011441e.html.

EEM 8.3 can be downloaded by following the link below.

https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/191/usvdr112-solpatch.html

eIAM is NOT packaged with Service Desk for Linux or any UNIX platform but must be accessible prior to running the Unicenter Service Desk configuration utility. The link below will direct you to the download location for eIAM and instructions for installing eIAM and how to access it when configuring Service Desk.

https://support.ca.com/irj/portal/anonymous/phpdocs?filePath=0/191/unisd-eiamunix.html.

Certified Web Platforms

  • Microsoft Vista
  • Microsoft Windows 2003 R2
  • Microsoft Windows 2003 with Service Pack 1 applied
  • Microsoft Windows 2000 Server Family with Service Pack 4 applied
  • Microsoft Windows XP with Service Pack 2 applied
  • Red Hat Enterprise Linux 4.0/3.0 x86
  • SUSE Linux Enterprise Server 9 (SLES) x86
  • Macintosh OSX

Note: Macintosh support is for browser based interfaces only. There is no Java Based Client for Macintosh platforms. See below for certified Browsers for the Macintosh OS X platform.

Certified Web Servers

  • Microsoft Internet Information Server 6.x/5.x
  • Apache HTTP Server 2.x (Linux/Unix)
  • Apache Tomcat 4.1.31

Note: Apache Tomcat is included on the installation DVD and is installed automatically during the installation process.

Certified Servlet Containers

  • Apache Tomcat 4.1.31

Note: Apache Tomcat is included on the installation DVD and is installed automatically during the installation process.

Certified Browsers

  • Microsoft Internet Explorer 8.0 (Cumulative #4 required)
  • Microsoft Internet Explorer 7.0
  • Microsoft Internet Explorer 6.0 with Service Pack 1 applied
  • Microsoft Internet Explorer 6.0 with Service Pack 2 applied
  • Mozilla 1.7.5
  • Firefox 1.5
  • FireFox 2.0
  • FireFox 3.0

Note:

The PDA interface should work with any browser that supports basic HTML.

The CA-Workflow Worklist form does not display properly using Firefox 1.5.

The CA-Workflow Worklist form does display using Firefox 2.0.

Firefox 1.5.0.2 is not supported.

Certified Databases

  • Open Source Ingres r3. 32 bit version only.
  • Microsoft SQL Server 2005 with Service 2 applied
  • Microsoft SQL Server 2005 with Service 1 applied
  • Microsoft SQL Server 2005
  • Microsoft SQL Server 2000 with Service Pack 4 applied
  • Oracle 10g Release 2 (32 bit only on windows)

Note: A patch is required for Windows 2003/SQL 64 bit.

Note: Open Source Ingres r3 is included on the installation DVD and is installed automatically during the installation process.
Ingres 2006 is not supported.

Certified Java 2 Platform Standard Edition (J2SE)

  • Java Runtime Environment (JRE) 1.4.2_06

Note: JRE 1.4.2­_06 is included on the installation DVD and is installed automatically during the installation process.

Certified LDAP Enabled Directories

Service Desk interfaces with LDAP enabled directories that support LDAP version 3 protocols. LDAP enabled directories that we have tested with include:

  • Microsoft Active Directory
  • Microsoft Exchange Server 2003
  • ADAM
  • Novell eDirectory
  • SunOne Directory Server (Formally iPlanet)
  • OpenLDAP
  • Lotus Notes LDAP
  • M-Vault

Certified Mail (SMTP) Servers

Service Desk interfaces with Mail (SMTP) Servers that support AUTH PLAIN, NTLM or MD5 authentication. Mail Servers that we have tested with include:

  • Microsoft Exchange Server
  • Windows SMTP Service
  • Lotus Domino 6.5.1
  • Microsoft Exchange Server 2007

Note: Lotus Domino 6.5.1 does not support AUTH PLAIN authentication. To workaround this issue one can configure Service Desk to send mails to Windows SMTP Service (which supports AUTH PLAIN and NTLM authentication) and then have Windows SMTP Service relay the emails to Lotus Domino.

Certified Reporting Tools

  • Microsoft Access 2000
  • Business Objects Crystal Reports 9

Note: Runtime versions of both Access and Crystal Reports are included on the Windows installation DVD and will be installed if selected during the installation process.

Hardware Requirements

The following hardware requirements must be met or exceeded for Unicenter Service Desk/Knowledge Tools r11.2 to install and run properly:

Server Hardware Requirements
CPU Single Processor 2.0 GHz minimum, Dual Processor 2.0 GHz preferred.
RAM 2 GB minimum, 4 GB preferred.
Disk Space 2 GB

Database Hardware Requirements
Small - Used for installing in a test environment. CPU Single Processor 2.0 GHz minimum
RAM 2 GB minimum
Disk Space 4 GB minimum will increase over time to accommodate database growth.
Medium - The default and recommended setting. CPU Dual Processor 2.0 GHz.
RAM 2 GB minimum, 4 GB preferred.
Disk Space 4 GB minimum will increase over time to accommodate database growth.
Large - Used for large installations. CPU Quad Processor 2.0 GHz.
RAM 4 GB minimum.
Disk Space 4 GB minimum will increase over time to accommodate database growth.

Note: At least 2 GB of space is required for the data files directory of the database server for the MDB to install and configure properly.

Client Hardware Requirements
CPU Single Processor 1.0 GHz
RAM 1 GB
Disk Space 1 GB

International Support

An internationalized product (also referred to as a language-certified product) is an English 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.

A translated product (also referred to as a localized product) is an internationalized product that includes local language support for the product's user interface, online help, and other documentation, as well as local language default settings for date, time, currency and number formats.

The English release of Unicenter Service Desk r11.2 is certified in the following languages:

  • Simplified Chinese
  • Traditional Chinese
  • Japanese
  • Korean
  • German
  • French
  • Italian
  • Spanish
  • Brazilian Portuguese

Service Desk 11.2 is localized in the following languages on the certified Windows Server platforms:

  • Simplified Chinese
  • Japanese
  • German
  • French
  • Italian
  • Spanish
  • Brazilian Portuguese

Service Desk 11.2 is localized in the following languages on the certified Linux Server and Sun Solaris Server platforms:

  • Japanese
  • German
  • French

Notes:

The Service Desk browser interface running on Vista JPN does not support JIS X 0213:2004 character set. Full support of JIS X 0213:2004 character set will be included in a future release.

Languages other than those listed above should work appropriately even though they haven't been officially certified by CA. Depending upon the nature of the problem; CA reserves the right to refuse support of uncertified languages. Any languages that are known to have problems and are not supported will be noted in this section.

On Windows platforms, the languages mentioned above must be fully localized regional releases of the supported Windows Server operating systems. In particular, Windows operating environments which utilize a Language Interface Pack or MUI running on an English core are not supported. In all cases, the system's "Language for non-Unicode programs" (default system Windows ANSI code page) must be accurately configured in the Control Panel's Regional and Language Options applet to support the target certified language. For more information on the localized releases of Windows Server operating systems, please see the Localized Microsoft Operating Systems listing on Microsoft's Global Development and Computing Portal at: http://www.microsoft.com/globaldev/reference.

Service Desk is single language application. Even though you can input any characters that happen to be accessible from a single code page, for example English and French, this does not provide you with sensing and control logic necessary to provide an acceptable user experience on more than one language. Additionally, any characters that are not contained in the original code page will not store or be displayed consistently, causing garbled text and possible loss of data.

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