CA Nimsoft Service Desk. Compatibility Matrix

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1 CA Nimsoft Service Desk Compatibility Matrix Last Updated On: December 6, 2013

2 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is for your informational purposes only and is subject to change or withdrawal by CA at any time. This Documentation is proprietary information of CA and may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. If you are a licensed user of the software product(s) addressed in the Documentation, you may print or otherwise make available a reasonable number of copies of the Documentation for internal use by you and your employees in connection with that software, provided that all CA copyright notices and legends are affixed to each reproduced copy. The right to print or otherwise make available copies of the Documentation is limited to the period during which the applicable license for such software remains in full force and effect. Should the license terminate for any reason, it is your responsibility to certify in writing to CA that all copies and partial copies of the Documentation have been returned to CA or destroyed. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THIS DOCUMENTATION AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THIS DOCUMENTATION, INCLUDING WITHOUT LIMITATION, LOST PROFITS, LOST INVESTMENT, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED IN ADVANCE OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE. The use of any software product referenced in the Documentation is governed by the applicable license agreement and such license agreement is not modified in any way by the terms of this notice. The manufacturer of this Documentation is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. Copyright December 6 CA. All rights reserved. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

3 Contact CA Technologies Contact CA Support For your convenience, CA Technologies provides one site where you can access the information that you need for your Home Office, Small Business, and Enterprise CA Technologies products. At you can access the following resources: Online and telephone contact information for technical assistance and customer services Information about user communities and forums Product and documentation downloads CA Support policies and guidelines Other helpful resources appropriate for your product Providing Feedback About Product Documentation If you have comments or questions about CA Technologies product documentation, you can send a message to To provide feedback about CA Technologies product documentation, complete our short customer survey which is available on the CA Support website at

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5 Contents Chapter 1: Document Overview 7 Chapter 2: Supported Upgrade Paths 9 CA Nimsoft Service Desk CA Nimsoft Service Desk 6.x... 9 Chapter 3: Client Browser Support Matrix 11 Chapter 4: Component Compatibility Matrix 13 CA Nimsoft Monitoring Server CA Nimsoft Monitoring Server Gateways Others Chapter 5: Installer Support Matrix 15 Contents 5

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7 Chapter 1: Document Overview This document provides details on specific supported components for CA Nimsoft Service Desk. CA Nimsoft Service Desk 7 is a Software as a Service (SaaS) only solution. All customers using the SaaS version are on the latest release. Currently, new releases are made on a monthly basis. Chapter 1: Document Overview 7

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9 Chapter 2: Supported Upgrade Paths This section contains the following topics: CA Nimsoft Service Desk 7 (see page 9) CA Nimsoft Service Desk 6.x (see page 9) CA Nimsoft Service Desk 7 CA Nimsoft Service Desk 6.x CA Nimsoft Service Desk 7 is a SaaS only release and is not available on-premise. Upgrades are supported from CA Nimsoft Service Desk 6 SaaS to CA Nimsoft Service Desk 7. Due to the major improvements in the user interface, customers are not automatically migrated to CA Nimsoft Service Desk 7. Customers are migrated individually at an agreed upon timeframe with the customer and CA. Contact CA Nimsoft Support or your Customer Success Team to coordinate your migration time frame. CA Nimsoft Service Desk and On-premise customers can upgrade to CA Nimsoft Service Desk 7 SaaS. Upgrading to CA Nimsoft Service Desk 7 requires contacting CA Nimsoft Support or your Customer Success Team. Upgrades are validated only from the latest release. For example upgrade to is validated only from It is advised that On Premise customers test the upgrade in a non-production environment before attempting it on production. Chapter 2: Supported Upgrade Paths 9

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11 Chapter 3: Client Browser Support Matrix CA Nimsoft Service Desk Version Google Chrome Mozilla Firefox Microsoft Internet Explorer Apple Safari SaaS 7 29, 30,31, and and 25 9 only and 9 only 5 and up On-Premise and up 13 and up 8 and 9 only 5 and up and up 13 and up 8 and 9 only 5 and up With each release CA tests with the latest commercially available version of the web browsers mentioned above except where specifically noted. Our Quality Assurance (QA) cycle typically begins one month prior to our target for customer availability (also known as Service Availability) and the browser test plans are executed at the "then-current" release of each of the browsers above. Accordingly, the browser vendors may release updates to their software that do not make it into our QA cycle for that release of CA Nimsoft Service Desk. Generally, the CA Nimsoft support for each of these browsers may be up to one calendar quarter later than the commercial availability of the browser. CA supports non-tested or non-certified browsers on a best effort basis, usually starting with a test to determine if a customer-reported issue is reproducible in a tested or certified browser. CA Nimsoft Service Desk customers must consider the above policy in conjunction with their own software update policies to ensure the best end-user experience with CA Nimsoft Service Desk. Note: There are currently known performance issues on IE 8 with regard to CA Nimsoft Service Desk 7. Additionally due to IE s limited support of HTML 5 there are issues rendering certain components in the interface. These components will still work but may not show as designed. IE 9 is supported. However, Mozilla Firefox and Google Chrome are still recommended as their performance is better. Chapter 3: Client Browser Support Matrix 11

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13 Chapter 4: Component Compatibility Matrix This section contains the following topics: CA Nimsoft Monitoring Server (see page 13) CA Nimsoft Monitoring Server Gateways (see page 14) Others (see page 14) CA Nimsoft Monitoring Server CA Nimsoft Service Desk Version UMP Version NMS Version UR Version Supported Remarks Saas Support only in SaaS with a P1 patch. Not supported in On-Premise installations. From CA Nimsoft Service Desk we would not be releasing P1 patch on SaaS i.e. UMP# will not work with CA Nimsoft Service Desk On-Premise Chapter 4: Component Compatibility Matrix 13

14 CA Nimsoft Monitoring Server Gateways CA Nimsoft Monitoring Server Gateways CA Nimsoft Service Desk Version NSD Gateway (NSDGTW) CMDB Gateway (CMDBGTW) SaaS 7 NA NA es 6 NA NA On-Premise NA NA Others CA Nimsoft Service Desk 6.2.x Single Sign On module has been validated to work with Microsoft ADFS v.2.0 and V.2.1 as well as Novell edirectory Services Compatibility Matrix

15 Chapter 5: Installer Support Matrix CA Nimsoft Service Desk Version Application Server on Operating Systems Database Server Remarks SaaS 7 NA NA Supports only SaaS deployments. Cannot be installed On Premise. 6 NA NA Supports only SaaS deployments. Cannot be installed On Premise On-Premise Windows Server Bit RedHat Linux 5 64-Bit Microsoft SQL Server 2008 R2 Microsoft SQL Server 2005 with SP2 Validation only done for 64bit installer for Windows and Linux servers Windows Server Bit RedHat Linux 5 64-Bit Microsoft SQL Server 2008 R2 Microsoft SQL Server 2005 with SP2 Validation only done for 64bit installer for Windows and Linux servers Chapter 5: Installer Support Matrix 15

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