HPService Manager

Software Version: 9.41

For the supported Windows and UNIX operating systems

Support Matrix

Document Release Date: Februray 2016

Software Release Date: January 2016

Support Matrix

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Documentation Updates
About this document:
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Documented Product: Service Manager, Software Version number: 9.41

Document Release Date: Februray 2016
Software Release Date: January 2016

To check for recent updates or to verify that you are using the most recent edition of a document, go to:
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Support
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This website provides contact information and details about the products, services, and support that HP Software offers.
HP Software online support provides customer self-solve capabilities. It provides a fast and efficient way to access interactive technical support tools needed to manage your
business. As a valued support customer, you can benefit by using the support website to:
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Search for knowledge documents of interest

Submit and track support cases and enhancement requests
Download software patches
Manage support contracts
Look up HP support contacts
Review information about available services
Enter into discussions with other software customers
Research and register for software training

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Contents
Requirements

JRE support

Service Manager server

Server platforms

Databases

64-bit platform support

Virtualization support

Case sensitivity

Oracle Real Application Cluster and Transparent Application Failover

Service Manager clients

Web tier

9
9

Mobility client

10

Service Request Catalog

12

Windows client

13

Solr Search Engine

13

Smart Analytics

13

Service Manager Collaboration

13

Hardware load balancers

14

Compatibility

15

Client/server compatibility

15

Platform/application compatibility

15

Search engine compatibility

16

Compatibility with other HP software products

16

Languages, localization, and internationalization

17

Transparent technology and virtualization support

18

Underlying technology version policy

19

Obsolescence plans

20

Change log

21

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Support Matrix

Send Documentation Feedback

HP Service Manager (9.41)

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Support Matrix
Requirements

Requirements
This section provides information about the supported hardware and software that you must have to
successfully install and run Service Manager(SM) 9.41.

JRE support
Oracle Java 7 (JRE 7) has reached the end of public updates since April 2015. As a result, HP will no
longer support JRE 7 for SM 9.41. Customers on SM 9.41 should use JRE 8.
This applies to all SMcomponents such as SM server and Solr search engine, and web elements such as
web client, mobility client, and SRC running on Tomcat application server. For application servers that
provide a vendor specific embedded JRE, the JRE will be considered as a transparent technology.

Service Manager server

The Service Manager server communicates with the database using the appropriate database client
software. The appropriate database client software must be installed and configured on the Service
Manager server. The database should reside on a different server, which may use a different operating
system. Hewlett-Packard does not make compatibility statements about the operating systems
supported by the database. Database vendors are responsible for indicating supported server
platforms.
A 32-bit JRE 8 is provided in the Service Manager installation for Windows and Linux only. For other
supported operating systems, you must pre-install one of the following 32-bit versions of JRE 8 on your
system:
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HP-UX: JRE 8 (JRE_8.0.03 or greater)

AIX: JRE 8 (SR1FP10)

Note: The AIX versions that support JRE 8 are AIX7 (7100-03 or higher) and AIX 6 (6100-07 or
higher).

Solaris: JRE 7 (update 80 or greater)

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Requirements

Caution: JRE 7 has reached the end of public updates. Since Oracle does not provide a
compatible JRE 8 version for Solaris, HP recommends that customers use an alternate
operating system.
For the time being, Service Manager running on Solaris with JRE 7 is still supported under the
condition that you have access to the latest JRE 7 updates through Oracle support. Any changes
to the Solaris support will be published on the HP Software customer portal and in the latest
version of this document.

Server platforms
The Service Manager 9.41 server supports the following 64-bit operating systems:
Windows

Windows Server 2012 R2, 2012

Windows Server 2008 R2, 2008

Red Hat Enterprise Linux 7.0, 6.x

Oracle Enterprise Linux 7.0, 6.x

Novell SUSE Linux Enterprise Server 12, 11 SPx, 10 SP1

HP Itanium

HP-UX 11i v3 (11.31)

Oracle SPARC

Oracle Solaris Server 11.x, 10

Linux

Note: As of Oracle Solaris 11, non-UTF-8 locales are packaged separately.

For Service Manager to support Oracle Solaris 11.x, you must enable
charset ISO88591 on Oracle Solaris 11.x by executing the following
command:
pkg install pkg:/system/locale/extra
For more information, see the following link:
http://docs.oracle.com/cd/E23824_01/html/E24456/glmwl.html
IBM pSeries

AIX 7.1, 6.1

Databases
The Service Manager 9.41 server supports the following back-end databases:

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Support Matrix
Requirements

RDBMS
Oracle

Versions
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Oracle 11.2
(11.2.0.3 or later)

Notes
When you upgrade the Oracle database client to 12c, make sure
that the following settings are correct:

Oracle 12c

After upgrade, the following two lines in sm.ini are the same
as before.
[oracle**]
sqldictionary:oracle**

SQL
Server

DB2

SQL Server 2008,

2008 R2

SQL Server 2012

SQL Server 2014

DB2 10.5

DB2 10.1

DB2 9.7

The RDBMS driver setting for the sqllibrary parameter in

sm.ini is sqllibrary:sqoracle.oci12.so on
Linux/Solaris/AIX/HP-UX and
sqllibrary:sqoracle.oci10.DLL on Windows.

SQL Server connectivity is only supported in configurations

where the Service Manager server is running on a Windows
operating system.

64-bit platform support

The Service Manager server is a 32-bit application and requires the 32-bit versions of the database
client libraries to connect to the database server. The database server itself can be 32-bit or 64-bit.
Connectivity to Oracle uses its native client; connectivity to SQL Server is performed through ODBC and
requires the 32-bit version of the ODBC Driver Manager.

Virtualization support
The Service Manager 9.41 server supports the following virtualization platforms:
Virtualization platform

Notes

VMWare vSphere 5.x

vMotion is supported.

Microsoft Hyper-V 2012 R2, 2012

Microsoft Hyper-V 2008 R2, 2008

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Requirements

VMHA is transparent to Service Manager. A client reconnection is required after a fail-over.

VMWares Snapshot features should be used with caution. In addition, there are some known
issues and recommendations in vMotion that need user attention. For details, see the Service
Manager vMotion Test Report white paper, which is available from the following HP Software
Support website: https://softwaresupport.hp.com

Case sensitivity
Service Manager supports the default case-sensitivity for all the RDBMS platforms listed, including the
case insensitive collations in Microsoft SQL Server. In addition to these defaults, Service Manager 9.41
supports case-insensitive mode in Oracle 11.2.0.3 and in later versions.

Oracle Real Application Cluster and Transparent

Application Failover
Oracle Transparent Application Failover (TAF) is a feature that allows database clients to reconnect to
surviving nodes in an Oracle Real Application Cluster (RAC) in the event of a failure of an instance.
All supported Service Manager server versions currently perform similar session recovery operations
within our own application. When detecting a connection failure, Service Manager will attempt to
reestablish the connection, setup necessary session properties, and then attempt to repeat the failed
transactions. Service Manager will continue to retry the connection for 1 minute.
If the database is within an Oracle RAC configuration this should allow time for failover and
reconnection to another available instance. HP fully supports Oracle RAC configurations and will honor
this re-connect strategy. For more information, see "Transparent technology and virtualization support"
on page18.
Since similar functionality is already available in Service Manager, the product has not been modified to
run in an Oracle TAF configuration.
Caution: Using Service Manager in combination with Oracle TAF may actually cause connectivity
issues in the database. Do not run Service Manager in an Oracle TAF configuration.

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Requirements

Service Manager clients

This section provides support matrix information of the Service Manager 9.41 clients.
Note: No new features are being added to the Windows (Eclipse) client. HP recommends that
Service Manager administrators deploy other Service Manager clients (web client, SRC client, or
Mobility client) instead of the Windows (Eclipse) client for end users.

Note: Viewing Service Manager forms with either the web or the Windows client requires a
minimum screen resolution of 1280x800.

Web tier
The Service Manager 9.41 web tier supports the following configurations:
Application
server

Apache Tomcat 8.0.x, 7.0.x

IBM WebSphere Application Server (WAS) 8.x, 7

Weblogic 12c, 11g, 10.3

JBoss EAP 6.4

The latest version of Tomcat 8.0.x is recommended.

JBoss EAP 6.4 is supported only for SM 9.41p1 or later. For instructions on
deploying the web tier on JBoss, refer to the SM9.41p1 Release Notes.

Web server

Apache HTTP Server 2.4, 2.2

IIS 7.5
Note: The web server must be compatible with the web tier application server.

Web client

Internet Explorer (IE) 11

Note: IE 10 is no longer supported because starting from January 12, 2016,
Microsoft ends technical support and security updates for IE 10 running on
Windows desktop operating systems.

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Support Matrix
Requirements

Firefox 38.1 or a later version (Extended Support Releases are recommended)

Google Chrome 44 or a later version

Note:
You must enable the Java plug-in (32-bit JRE 8) in web browsers to use Service
Manager telephony (CTI), workflows (non-Process Designer-based), and CI
visualization. The latest JRE 8 update is recommended.

Firefox 26 or later disables the Java plug-in by default. If Firefox prompts you to
allow the plug-in to launch when you use telephony (CTI), workflows (nonProcess Designer-based), and CI visualization, click Allow to continue. For more
information, see http://www.mozilla.org/en-US/firefox/26.0/releasenotes/.

Google Chrome 44 disables NPAPI support by default. You need to enable the
NPAPI support in Chrome to use the following features in SM: telephony (CTI),
workflows (non-Process Designer-based), and CI visualization.

Starting from Chrome 45, NPAPI will be permanently removed from Chrome
(see https://java.com/en/download/faq/chrome.xml). Customers who need the
applet sensitive features in SM (including telephony (CTI), workflows, and CI
visualization) should consider Internet Explorer or Firefox.
For more information, see the following knowledge article:
https://softwaresupport.hp.com/group/softwaresupport/search-result//facetsearch/document/KM01585680

Mobility client
The mobility client requires Service Manager applications 9.32 or later.
The Service Manager 9.41 mobility client supports the following configurations:
Application
server

Apache Tomcat 8.0.x, 7.0.x

IBM WebSphere Application Server (WAS) 8.5 (8.5.5 or a later version)

Note:
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Handset

The latest version of Tomcat 8.0.x is recommended.

The Service Manager Mobility client supports handsets that are running the following
operating system versions and their built-in browsers.

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Support Matrix
Requirements

Mobile operating system

Mobile browser

iOS 9.x, 8.x, 7.x

Safari

Android 5.x, 4.x

BlackBerry 10.0.x

Chrome

Android browser

BlackBerry browser

Note:
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HP Service Manager (9.41)

Other third-party web browsers have not been certified and are therefore not
supported.
To access and use the Service Manager Mobility client, your phone must have a
touch screen.
The performance of the Service Manager Mobility client is highly dependent on
the performance of the handsets that you use.

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Support Matrix
Requirements

Service Request Catalog

To work with Service Request Catalog (SRC) 9.41, both the Service Manager server and applications
must upgrade to version 9.41.
The HP Service Request Catalog 9.41 supports the following configurations:
Application
server

Tomcat 8.0.x, Tomcat 7.0.x

Note:
The latest version of Tomcat 8.0.x is recommended.

Web server

Browser

Apache HTTP Server 2.4, 2.2

IIS 7.5

Internet Explorer 11
Note: IE 10 is no longer supported because starting from January 12, 2016,
Microsoft ends technical support and security updates for IE 10 running on
Windows desktop operating systems.

Firefox 38.1 or a later version (Extended Support Releases are recommended)

Chrome 44 or a later version

Note: The user's browser requires Adobe Flash Player 10.3 or a later version.

Service
Request
Catalog for
tablets

iOS 8.x, 7.x

Android 5.x, 4.x

Note: The HP Service Request Catalog 9.41 tablet app supports Service Request
Catalog versions 9.41, 9.40, 9.35, 9.34, and 9.33 (the SRC .war file). On the other
hand, a lower version of the HP Service Request Catalog tablet app may not work
with a higher version of the Service Request Catalog (the SRC .war file). In this
case, the user will receive a message for upgrading the HP Service Request
Catalog tablet app.

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Requirements

Windows client
The Service Manager 9.41 Windows client supports the following operating systems:
Operating system

Windows 8.1 and Windows 8 (32-bit and 64-bit)

Windows 7 (32-bit and 64-bit)

Note: For the HTML Editor to work correctly in the Windows client, the client machine must have a
version of Internet Explorer installed that is supported for the web client.

Note: Virtualization options, such as Citrix, are considered transparent technologies. See
"Transparent technology and virtualization support" on page18 for more information.

Solr Search Engine

The Service Manager 9.41 Solr Search Engine for Knowledge Management runs on the same platforms
as the Service Manager server and requires JDK 8. The latest update of 8 is recommended.

Smart Analytics
The Service Manager 9.41 Smart Analytics supports the following 64-bit operating systems:
Windows

Linux

Windows Server 2012 R2, 2012

Windows Server 2008 R2

For Linux, the following lists the minimum recommended versions of particular
distributions:
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Red Hat Enterprise Linux 5

Novell SUSE Linux Enterprise Server 10

Service Manager Collaboration

The Service Manager 9.41 Collaboration chat server (Openfire) supports the following configurations:

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Support Matrix
Requirements

Database

Operating systems

Web server

Microsoft Lync

Oracle 11.2 (11.2.0.3 or later)

Oracle 12c

SQL Server 2014, 2012

SQL Server 2008 R2, 2008

Windows Server 2012 R2, 2012

Windows Server 2008 R2, 2008

Apache HTTP Server 2.4, 2.2

IIS 7.5

Microsoft Lync 2013

Hardware load balancers

Service Manager supports F5 hardware load balancers.
For more information, see the "Hardware load balancers" section in the online help.

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Compatibility

Compatibility
This section provides compatibility information about Service Manager components.

Client/server compatibility
Service Manager server and clients (including web client, Mobility client, and Windows client) must be at
the same minor level. In other words, the combinations of client and server at different minor levels are
not supported. For example, using an SM 9.3x client together with the SM 9.41 server or using an SM
9.41 client together with an SM 9.3x server is not supported.
In addition, we strongly recommend that you use Service Manger server together with the clients that
are from the same release. For example, use the Service Manager 9.41 server together with the Service
Manager 9.41 clients.
Note: For SRC, it is dependent on Service Manager applications instead of server. For more
information, see "Platform/application compatibility" below.

Platform/application compatibility
The Service Manager client/server version must be no earlier than the applications version.
If you use the 9.41 applications, you must use a client/server version of 9.41 or greater.
If you use the 9.41 client/server, you can use the 9.41, 9.40 or 9.3x applications.
Note: The 9.4x client/server does not support the applications version earlier than 9.3x. For
example, the 9.41 client/server does not support the 7.11 or 9.21 applications.
For SRC, it requires the same applications version as the SRC version. Refer to the following table for
details.
SRC Version

SM Applications Version

9.41

9.41

9.40

9.40

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Compatibility

SRC Version

SM Applications Version

9.35

9.35

9.34

9.34

9.33

9.33

9.32

9.32

1.4

9.31

1.3

9.30

Note: As of SRC version 9.32, SRC can work with higher RTE versions. For example, SRC 9.32 is
compatible with RTE 9.32 or a later version such as RTE 9.35 or 9.41.

Search engine compatibility

Service Manager 9.41 supports the Solr Search Engine and the IDOL Search Engine.
Note: The IDOL Search Engine is introduced in Service Manager 9.41 Smart Analytics as a new
feature called Smart Search. If you enable Smart Analytics, the IDOL Search Engine is also enabled
and you can no longer use the Solr Search Engine.

Compatibility with other HP software products

Service Manager supports many HP portfolio integrations, as well as those of many third parties. These
integrations are identified in the integration catalog. To view the catalog, visit the following HP website
and select "Service Manager":
https://softwaresupport.hp.com/group/softwaresupport/search-result//facetsearch/document/KM01663677

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Languages, localization, and internationalization

Languages, localization, and internationalization

The Service Manager 9.41 server supports all Service Manager Application languages, localization, and
internationalization versions.
Service Manager supports Unicode (UTF-8) on the server and client. Unicode is a worldwide standard
compatible with ISO 10646 (www.iso.org). UTF-8 is part of the Unicode standard, which enables you to
encode text in practically any script and language. It also supports a comprehensive set of
mathematical and technical symbols that simplify scientific information exchange. Service Manager
9.41 supports UTF-8 as an encoding method for new or existing ASCII and multi-byte characters. For
more information about the languages and character sets that are supported by UTF-8, visit the
following website: www.unicode.org
Service Manager approaches languages, localization, and internationalization as follows:
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Language packs provide a translated UI and translated Service Manager documentation unless
otherwise noted. For more information, see the release notes for the language packs.

Service Manager language packs are available for Arabic, Brazilian Portuguese, Czech, Dutch, French,
German, Hebrew, Hungarian, Italian, Japanese, Korean, Polish, Russian, Simplified Chinese, Spanish,
and Turkish.
Service Request Catalog supports all the languages that are listed above.
The Mobility client supports all the languages that are listed above, except for two right-to-left
display languages (Arabic and Hebrew).

Service Manager accepts and displays data for any language that is supported by UTF-8, regardless
of the language pack installed. Furthermore, no translation is required for this feature to apply. For
example, a French Service Manager system can accept and display German. A Japanese system can
accept and display Spanish. Note that appropriate SQL database data types or code pages are
required.

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Transparent technology and virtualization support

Transparent technology and virtualization

support
In recent years, a number of transparent hardware and software technologies and virtualization
solutions (such as Citrix, Microsoft Cluster Software, and VMware) have become increasingly prevalent.
These solutions operate in the technology layers adjacent to the operating systems or, in some cases,
as extensions of the operating systems. Similarly, database solutions offer transparent components as
supported elements.
HP supports Service Manager running on operating systems and databases on particular platforms as
described in the matrix above, not specific hardware and software configurations. HP will support
Service Manager customers who run HP software products on supported operating systems and
databases, irrespective of whether they are running transparent or virtualization solutions in their
environment. HP does not support these transparent or virtualization technologies directly. Since the
providers of these technologies support a set of certified operating systems and hardware, the
customer and the providers of these technologies will be responsible for any interactions or issues that
arise at the hardware or operating system layer as a result of their use.
HP will not require customers to re-create and troubleshoot every issue in a non-transparent
environment; however, HP does reserve the right to request that its customers diagnose certain issues
in a native certified operating system environment without the transparent technology. HP will only
make this request when there is reason to believe that the environment is a contributing factor to the
reported issue.
While Service Manager is expected to function properly with these transparent technologies in place,
there may be performance implications, which can invalidate HPs typical sizing and recommendations.
Analysis must be performed within the context of the specific application to be hosted in a virtual
environment to minimize potential resource overload, which can have significant impact on
performance and scalability, particularly under peak load.

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Underlying technology version policy

Underlying technology version policy

Third-party components, such as databases and operating systems, are supported at the minor level
unless a different minimum level is specified. For example, Oracle 11.2 is supported at the minimum
release of Oracle 11.2.0. Future maintenance releases of the same minor release are expected to be
supported, unless a conflict specific to that release arises. For example, you can expect Oracle 11 to be
supported on 11.2.0.3, 11.2.0.4, etc. Refer to the support matrix provided by the vendor for restrictions
and other considerations.
It is not our policy to recertify a released product against a new version of a vendor product, unless the
current version of our product will be supported well past the end of obtainable or extended support of
the associated vendor product, and there is not a viable extension to the support of that product. We
also, as a rule, do not recertify on minor releases (for example, Oracle 11.0, then 11.2, then 11.2g, and
so on); we only list the latest version of the vendor product that we actually certified at the time of our
product release.

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Obsolescence plans

Obsolescence plans
To learn the obsolescence plans for previously released versions of Service Manager, go to:
https://softwaresupport.hp.com/web/softwaresupport/obsolescence-migrations.

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Support Matrix
Change log

Change log
The table below lists the changes to this document since it was first released for version 9.41.
Document Date (product version)

Change

February 2016

Added the support of Windows Server 2012 R2 (64-bit) for

Smart Analytics

January 2016

Updated the note about Service Manager running on

Solaris with JRE 7.
Dropped the IE 10 support for web tier and Service
Request Catalog.
Added the support of iOS 9.x for the mobility client.

December 2015

Added back the "JRE support" section.

November 2015

Added support of JBoss EAP 6.4 for Service Manager

9.41p1 or greater.

September 2015

Initial release.

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Send Documentation Feedback

If you have comments about this document, you can contact the documentation team by email. If an
email client is configured on this system, click the link above and an email window opens with the
following information in the subject line:
Feedback on Support Matrix (Service Manager 9.41)
Just add your feedback to the email and click send.
If no email client is available, copy the information above to a new message in a web mail client, and
send your feedback to [email protected].
We appreciate your feedback!

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