Before you upgrade to CA Service Desk rl2, as a pre-upgrade step, you should run:
In a dereferencing tool specifications file, hooks correspond to specified input fields. These hooks are represented by:
Which statement about the CA Service Desk Universe is TRUE?
Which language are macros related to Service Level Agreements (SLAs) written in?
If you want to take advantage of the new roles in CA Service Desk rl2, what do you need to do?