Last Updated: April 10, 2007

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
• Microsoft Windows 2000 Server Family with Service Pack 4 applied

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.

Note: Platforms noted above are 32 bit only.

Certified Linux Server Platforms

• Red Hat Enterprise Linux 4.0/3.0 x86
• SUSE Linux Enterprise Server 9 (SLES) x86

Note: Platforms noted above are 32 bit only.

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

Certified Client Platforms

• Microsoft Vista (Java Client Only)
• Microsoft Windows 2003 R2
• Microsoft Windows 2003 with Service Pack 1 applied
• Microsoft Windows 2003
• 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

Certified Web Servers

• Microsoft Internet Information Server 6.x/5.x
• Apache HTTP Server 2.x (Linux only)
• 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 6.0 with Service Pack 1 applied.
• Mozilla 1.7.5
• Firefox 1.0.7

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

Note: In most cases newer versions of Internet Explorer, Mozilla, and Firefox will be supported as long as the problem reported is reproducible with either of the browsers listed above. Depending upon the nature of the problem, CA reserves the right to refuse support of newer versions should the problem being reported not be reproducible with the browsers listed above. Newer browsers that are known to have problems and are not supported will be noted in this section.

Note: FireFox 1.5 and Internet Explorer 7.0 are not supported at this time.

Certified Databases

• Open Source Ingres r3.
• Microsoft SQL Server 2005 with Service 1 applied
• Microsoft SQL Server 2005
• Microsoft SQL Server 2000 with Service Pack 4 applied

Note: Open Source Ingres r3 is included on the installation DVD and is installed automatically during the installation process.

Note: CA Workflow does not support Microsoft Server 2005.

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
• 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

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 to install and run properly:

The following hardware requirements must be met or exceeded for Ingres and the MDB to install and run properly:

The following hardware requirements must be met or exceeded for the SQL based MDB to install and run properly:

Note: For the Unicenter Service Desk Java Client we recommend a single 1.0 GHz processor or better with at least 1 GB RAM.

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 r11.1 is certified in the following languages:

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

Notes:

The combination of Linux and Korean is not supported at this time.

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.

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.

Localized Support

The Service Desk and Knowledge Tools r11.1 install is localized on the server components only. The Java client is not localized. The localized install is certified on the Windows server platforms listed above. Service Desk/Knowledge Tools r11.1 is not certified on any Linux or Unix platforms.

Service Desk/Knowledge Tools 11.1 is localized in the following languages:

• Japanese
• German
• French