What is the CA Support statement regarding allowing direct access from third-party applications to the MDB?

Document ID : KB000012533
Last Modified Date : 14/02/2018
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Introduction:

There are specific situations where customers need to allow direct access to the MDB from third-party applications that do not have support for SOAP or REST Web Services. It means that those applications would be able to access the MDB directly without passing through any kind of additional tiers. In order to attend specific demands from internal areas, administrators need to allow direct access to the MDB and they are afraid of losing support from CA Support because of the impact of third-party applications accessing the MDB directly in terms of performance and integrity.

Question:

What is the CA Support statement regarding allowing direct access from third-party applications to the MDB?

Environment:
Service Desk 12.9Service Desk 14.1
Answer:

CA Support does not recommend allowing direct access to the MDB from third-party applications. Depending on how much of a load that third-party applications put on the database, it may hurt the performance of Service Desk. Depending on how the access is given to third-party tools, it is not possible to guarantee if it can hurt the integrity of the MDB.

What CA Support recommends is to set up the offline reporting instance of Service Desk (using transaction replication) and run third-party applications against that instead of the production MDB.

Any access from third-party applications must be read-only even when accessing the offline reporting instance.