This document serves to answer the age old question as to what differentiates a Configuration, Adaptation in Service Desk, versus what is considered a Customization to the product.
There are two ways you can change the CA SDM product to meet specific requirements, through customizations or adaptations. The basic out-of-the-box (OOTB) installation of the product sets up what we call the "Base Component" of the product. The OOTB install also reserves a place for adaptations (or configurations) that logically sits on top of the Base Component. The difference between Adaptations and Customizations is that Adaptations go on top ofthe base component, whereas Customizations are direct changes to the Base Component itself.
Ideally changes to the CA SDM application are added to the Adaptations Area instead of the Base Component. These changes are called "Adaptations". Because they sit on top of the Base Component, they can add/change functionality and/or override OOTB functionality provided in the base component. This is the preferred and supported method of changing the design of a Service Desk product component.
If the product cannot meet a specific client requirement through adaptations, the alternative is to alter the content of the Base Component. These changes are called "Customizations". They are not the preferred method and they are not supported by CA Suppport.
Adaptations have MAJOR ADVANTAGES over customizations.
Examples of Adaptations/Configurations:
Examples of Customizations:
**NOTE: Any changes made to a form by editing the form in the "source" tab in Web Screen Painter are considered to be customizations. We do NOT support changes to forms that are not made within the "design" tab in the form designer.
For further information, please see https://support.ca.com/content/dam/ca/us/files/brochures/working-with-ca-support.pdf. Specifically, Page 10, which details the support policy for custom code:
CA shall not be obligated to provide maintenance for: