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

CA 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 and Sustaining Engineering 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.

Note: This document includes certification information for CA Service Desk and CA Service Desk Knowledge Tools. For certification information pertaining to the products that CA Service Desk/Knowledge Tools integrate with please refer to either the CA Service Desk/Knowledge Tools Release Notes or the product documentation that comes with the integrated product.

Certified Windows Server Platforms

• Microsoft Windows 2008
  
  
• Microsoft Windows 2003 R2
  
  
• Microsoft Windows 2003 with Service Pack 2 applied
  
  
• VMWare ESX Server 3.0

Certified Linux Server Platforms

• Red Hat Enterprise Linux 5.0 x86
  
  
• Red Hat Enterprise Linux 4.0 x86
  
  
• Red Hat Enterprise Linux 3.0 x 86 (32 bit only)
  
  
• SUSE Linux Enterprise Server 10 sp1 (SLES) x86
  
  
• SUSE Linux Enterprise Server 9 (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 PA-RISC (64 bit only)
  
  
• AIX 6.1/5.3/5.2 (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.

Certified Web Platforms

• Microsoft Windows 2008
  
  
• Microsoft Vista
  
  
• Microsoft Windows 2003 R2
  
  
• Microsoft Windows 2003 with Service Pack 2 applied
  
  
• Microsoft Windows XP with Service Pack 2 applied
  
  
• Red Hat Enterprise Linux 5.0/4.0/3.0 x86
  
  
• SUSE Linux Enterprise Server 10 sp1 (SLES) x86
  
  
• SUSE Linux Enterprise Server 9 (SLES) x86
  
  
• Macintosh OS X

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 IIS 7.x (requires IIS 6 Management Compatibility)/6.x/5.x
  
  
• Apache HTTP Server 2.x (Linux/Unix)
  
  
• Apache Tomcat 5.5.25

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

Certified Servlet Containers

• Apache Tomcat 5.5.25

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

Certified Browsers

• Microsoft Internet Explorer 8.0
  
  
• 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
  
  
• FireFox 3.0/2.0
  
  
• Safari 3.0 (Self-Service Interface only)

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

Certified Databases

• Microsoft SQL Server 2008
  
  
• Microsoft SQL Server 2005 with Service Pack 2 applied
  
  
• Oracle 11g
  
  
• Oracle 10g Release 2

Certified Java 2 Platform Standard Edition (J2SE)

• Java Runtime Environment (JRE) 1.6.00

Note: JRE 1.6.00 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
  
  
• eTrust Directory
  
  
• ADAM
  
  
• Novell eDirectory
  
  
• SunOne Directory Server (Formally iPlanet)
  
  
• OpenLDAP
  
  
• Lotus Notes LDAP
  
  
• M-Vault

Note: LDAP integration for r12 now includes pdm_ldap_import which allows customers to import new and/or update existing contact records from any number of LDAP records .

This functionality is limited when connected to SunOne Directory Server and Novell eDirectory because "paged-searching" is not supported in these LDAP servers. You can only import LDAP_MAX_FETCH LDAP records for each invocation of pdm_ldap_import.

Note: LDAP integration for r12 now includes "paged searching" which allows the Web user to search or all LDAP records. In r11.2 you were limited to searching LDAP_MAX_FETCH LDAP records. This new functionality in r12 is limited when connected to SunOne Directory Server and Novell eDirectory because "paged-searching" is not supported for these LDAP servers. You can only search for LDAP_MAX_FETCH LDAP records.

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 2007/2003
  
  
• Windows SMTP Service
  
  
• Lotus Domino 6.5.1

Note: Microsoft Exchange Server 2007 supports SSL communication however the CA Service Desk mail interface cannot communicate via IMAP or POP3 in SSL mode.

Note: Lotus Domino 6.5.1 does not support AUTH PLAIN authentication. To workaround this issue Service Desk can be configured to send mail 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

• CA Business Intelligence 3.2
  
  
  • Requires patches RO37197, RO37198, RO37217 & RO37218; available on:
    https://support.ca.com/us/product-content/recommended-reading/technical-document-index/ca-service-desk-manager-121.html
    
    
  • Requires patch RO37199; available on:
    https://support.ca.com/irj/portal/anonymous/phpsupcontent?contentID={67095DFD-5292-4A0E-83C8-7824FF4C7302}
    
    
  • Note: CA Business Intelligence 3.2 is not supported on Microsoft Internet Explorer 9
    
    
• Business Objects XI R2 SP4 (Build 11.5.10.1263)

Certified CA Embedded Entitlements Manager Versions (EEM)

• CA EEM 8.3
  
  
• CA EEM 8.4

Hardware Requirements

The following hardware requirements must be met or exceeded for CA Service Desk/Knowledge Tools r12 to install and run properly:

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.

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 CA Service Desk r12 is certified in the following languages:

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

Service Desk 12 is localized in the following languages on the certified Windows Server platforms:

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

Service Desk 12 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/oslocversion.mspx.

Service Desk is a single language application which means only one language is used when displaying forms and "out-of-box" data stored in the database. Despite this fact and because Service Desk is UTF-8 enabled, you can still input characters from any language. All data entered is stored in the database and re-displayed as it was entered without loss of data. Though you can input characters from any language, Service Desk does not support sensing and control logic that would change what language is displayed. Forms are always delivered in a particular language and will always display in that language. If data is entered in a different language, it will always display in the language entered.