Unicenter Service Desk
Unicenter Service Desk Knowledge Tools
Unicenter Service Desk Dashboard Customers
Product Announcement

To: All Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard Customers
From: The CA Service Desk Product Team
Subject: Amendment to third party database support
Date: January 23, 2008

CA is continually working to refine our software and services to best meet the needs of our customers. The purpose of this communication is to inform you about changes in third party database support for Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard. In November of 2005 CA divested the Ingres product line to a newly formed Ingres Corporation. Recently, Ingres Corporation introduced a new release of Ingres into the market-place. As such they have now announced arrangements for discontinuing support for Ingres releases 2.5 and r3. Information regarding this announcement was previously communicated to all our customers and is available on our support site at: http://supportconnectw.ca.com/public/ingres/ingressupp.asp

Currently Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard support an embedded copy of Ingres provided as part of the installation packaging. Due to Ingres Corporation's decision to discontinue support for these Ingres releases, we have taken this opportunity to assess our existing and future use of Ingres. Based upon this analysis and feedback from our customers we have elected to remove support for Ingres in Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard upon the end of support for the r11.2 releases. CA will support customers using Ingres for these r11.2 releases until the formal end of support of r11.2 which is tentatively targeted for July 2009. This change affects all current and planned Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard releases but does not alter any formerly announced support expiration dates. The next planned release is CA Service Desk r12, CA Service Desk Knowledge Tools r12 and CA Service Desk Dashboard r12 which will not support Ingres.

Not all Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard customers will be impacted by this amendment to our database support. If you have not deployed Ingres this announcement does not affect you.

Those customers who are using Ingres should immediately begin making plans to migrate to another supported database. Additional documentation on migrating from Ingres to other supported databases will be posted on the support site. Currently the r11.2 versions of Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard support the following databases:

• Microsoft SQL Server 2000 with Service 4 applied
• Microsoft SQL Server 2005
• Microsoft SQL Server 2005 with Service 1 applied
• Microsoft SQL Server 2005 with Service 2 applied
• Oracle 10g Release 2

If you have additional questions regarding this announcement, our Technical Support team is available at http://www.ca.com/support.

We look forward to continuing our partnership with you. Your success is very important to us.