Optional Steps for Specific Issues when Installing CA Service Desk Manager 14.1.02

SORT FAILS IN DETAIL PAGE FOR ASCENTED CHARACTERS IN ORACLE
casm1401
This section lists how to resolve specific issues when installing CA Service Desk Manager 14.1.02:
Optional Steps for Specific Issues when Installing CA SDM 14.1.02 on CA SDM 14.1
Prob# USRD 2971
SORT FAILS IN DETAIL PAGE FOR ASCENTED CHARACTERS IN ORACLE
This fix introduces an NX variable
@NX_ORCL_SORTING
. Set this variable to
BINARY_CI
then the CA Service Desk Manager sorts the values according to BINARY_CI. You can also use JAPANESE_M_CI for sorting the Japanese or kana sensitive values and GENERIC_M_CI for polish or Czech characters.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s ORCL_SORTING -v BINARY_CI -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s ORCL_SORTING -v BINARY_CI -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 2991
EXPORTING MORE THAN 5000 CONFIGURATION ITEMS FAILS
This fix introduces an NX variable,
@NX_EXPORT_STATUS_TIMEOUT
. Set this variable to a value greater than 300 milliseconds, which is used if there are more than 5000 configuration items.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s EXPORT_STATUS_TIMEOUT –v 1800 –a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s EXPORT_STATUS_TIMEOUT -v 1800 -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 2992
KD EMAIL NOTIFICATION SENT WITH HIGH URGENCY LEVEL
This fix introduces an NX variable
@NX_KT_EMAIL_NOTIFY_LEVEL
. Set this variable to the new notification urgency level as: 1-Low, 2-Normal, 3-High, 4-Emergency
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s KT_EMAIL_NOTIFY_LEVEL -v 1 -a pdm_option.inst
Where, 1 is the Low urgency level
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s KT_EMAIL_NOTIFY_LEVEL -v 1 -a pdm_option.inst -t
Where, 1 is the Low urgency level
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 3024
HEALTHSERVLET MAKES TOMCAT FILE SIZE HUGE
If HealthServlet webapp is already deployed, perform the following steps:
  1. Stop the Apache Tomcat server on which HealthServlet webapp is hosted.
  2. Take a backup of the file:
    /webapps/HealthServlet/WEB-INF/classes/health.xml
  3. Delete the HealthServlet
    /webapps/HealthServlet
    folder.
  4. Copy the file
    $NX_ROOT/samples/HealthServlet/HealthServlet.war
    to
    webapps
    folder.
  5. Restart the Apache Tomcat server.
  6. Copy back the
    health.xml
    file to the folder:
    /webapps/HealthServlet/WEB-INF/classes
Prob# USRD 3029
SQL ERROR MAY OCCUR WHEN OPENING KNOWLEDGE DOCUMENT
This fix introduces an NX variable
@NX_KD_TICKET_ACCURACY
. This variable is used to specify the maximum number of tickets for which the CA Service Desk Manager guarantees an accurate count when displaying a Knowledge Document. These are tickets that have either been solved by the Knowledge Document or that were opened based on the Knowledge Document. The count of these tickets is free from canceled tickets up to the number specified in the
NX_KD_TICKET_ACCURACY variable. By default, this value is set to 300.
Setting this value too high may impact performance when opening up Knowledge Documents, depending on your environment. This fix requires that the NX variable
@NX_IGNORE_CANCELED
also be installed and set to
Yes
.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s KD_TICKET_ACCURACY -v 300 -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s KD_TICKET_ACCURACY -v 300 -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 3055
ALLOW STRICT SURVEYS TO BE SENT TO MULTIPLE TICKETS
This fix introduces an NX variable
@NX_ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS
. Set this variable to
Yes
, to ensure that strict surveys allow one response per ticket per contact.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS -v Yes -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS -v Yes -a pdm_option.inst –t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 3067
REPORTED BY FIELD NOT FOCUSABLE
This fix introduces an NX variable
@NX_FOCUS_REPORTED_BY
. Set this variable to
Yes
.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s FOCUS_REPORTED_BY -v <XXX> -a pdm_option.inst
Where '<XXX>' is set to
Yes
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s FOCUS_REPORTED_BY -v <XXX> -a pdm_option.inst -t
Where '<XXX>' is set to
Yes
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 3200
TWO WORKFLOW TASKS STATUS MAY SHOW PENDING
The fix introduces an NX variable
@NX_INSERT_WF_PREVIOUS
to avoid the status of workflow task to become pending.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s INSERT_WF_PREVIOUS -v YES -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s INSERT_WF_PREVIOUS -v YES -a pdm_option.inst –t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 3148
LDAP SERVER CONTACTED WHILE LOGGING IN SSO
This correction introduces an NX variable
@NX_STRIP_DOMAIN_NAME
. Set this variable to
Yes
, to strip the domain name from the login name of the NTLM authenticated user during login to CA Service Desk Manager.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s STRIP_DOMAIN_NAME -v Yes -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s STRIP_DOMAIN_NAME -v Yes -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 3124
SLOW PERFORMANCE DUE TO QUEUED TRANSACTIONS ON UPDATE AGENT
This fix introduces an NX variable
@NX_VIRTDB_LOCK_AGENTS
. This variable should be assigned an number equivalent to the number of locking update agents. By default, the value is 1.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s VIRTDB_LOCK_AGENTS -v <XXX> -a pdm_option.inst
Where, <XXX> is number of locking agent.
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s VIRTDB_LOCK_AGENTS -v <XXX> -a pdm_option.inst -t
Where, <XXX> is number of locking agent.
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 2975
MISSING HTML MESSAGE IN TICKET NOTIFICATION
The fix to this problem introduces an
NX_INSERT_NLH_MSG_HTML
variable that can be tweaked to avoid the problem. Set this variable to
YES
, then the html message body of the notification can be inserted into not_log table. If the
Notification Message Body
is removed from the Default initial message template for request/incident/problem Message Template, the html message will replace the message body of the notification.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s INSERT_NLH_MSG_HTML -v YES -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s INSERT_NLH_MSG_HTML -v YES -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 3258
UNEXPECTED BEHAVIOUR ON CLICKING CAB CONSOLE BUTTON
Follow these steps:
  1. Start the CA Service Desk Manager service.
  2. From the command prompt, navigate to the
    NX_ROOT\data
    folder.
  3. Backup the
    current usp_pdmMacro
    and
    usp_pdmMacroParam
    tables by running the following commands on the command prompt.
    pdm_extract usp_pdmMacro > USRD_2789_backup_macro.dat
    pdm_extract usp_pdmMacroParam > USRD_2789_backup_param.dat
  4. Verify that these files are successfully created.
  5. Update the
    usp_pdmMacro
    and
    usp_pdmMacroParam
    tables by running the following commands on the command prompt:
    pdm_load -u -f data_USRD_2789_UPDATE.dat
    pdm_load -i -f data_USRD_2789_INSERT_en-US.dat
  6. Then clear the cache of these tables by executing the following commands:
    pdm_cache_refresh -t usp_pdmMacro
    pdm_cache_refresh -t usp_pdmMacroParam
Prob# USRD 2976
PDM_ISQL RETURNS ERROR WHEN PDMWEB.EXE IS RENAMED
  • This fix introduces an NX variable
    @NX_PDMWEB_RENAMED_TO
    . Set the variable to the new cgi name of the webengine.
    To install the option, run the following command from the command prompt on the primary server:
    pdm_options_mgr -c -s PDMWEB_RENAMED_TO -v <XXX> -a pdm_option.inst
    Where, <XXX> is the input name used instead of
    pdmweb
    To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
    pdm_options_mgr -c -s PDMWEB_RENAMED_TO -v <XXX> -a pdm_option.inst -t
    Restart the server.
  • This fix introduces an NX variable
    @NX_EXE_EXCLUDE
    . Set this variable to
    Yes
    .
    To install the option, run the following command from the command prompt on the primary server:
    pdm_options_mgr -c -s EXE_EXCLUDE -v <XXX> -a pdm_option.inst
    Where, <XXX> is set to
    Yes
    .
    To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
    pdm_options_mgr -c -s EXE_EXCLUDE -v <XXX> -a pdm_option.inst -t
    Where, <XXX> is set to
    Yes
    .
    Restart the server.
Prob# USRD 3283
PERFORMANCE ISSUES WITH SUPPORT AUTOMATION DOM
This fix introduces an NX variable
@NX_STOP_SA_DOMSRVR_MASS_UPDATES
. This variable is used to specify whether to send mass updates to NX_SA_DOMSRVR process. Set the value to
Yes
to stop sending the mass updates to NX_SA_DOMSRVR process.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s STOP_SA_DOMSRVR_MASS_UPDATES -v Yes -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s STOP_SA_DOMSRVR_MASS_UPDATES -v Yes -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Optional Steps for Specific Issues when Installing CA SDM 14.1.02 on CA SDM 14.1.01
Prob# USRD 2971
Sorting of Accented Characters in Oracle Fails
Resolution:
The fix introduces a new optional NX variable
@NX_ORCL_SORTING
. Set the value to
BINARY_CI
to sort the values according to BINARY_CI,
JAPANESE_M_CI
to sort the Japanese or kana sensitive values, or
GENERIC_M_CI
to sort the Polish or Czech characters.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s ORCL_SORTING -v BINARY_CI -a pdm_option.inst
To avoid losing the change when you run the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s ORCL_SORTING -v BINARY_CI -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the
NX_ROOT
directory and restart the server.
Prob# USRD 2991
Export of 5000 and More Configuration Items Fails
Resolution:
The fix introduces a new optional NX variable
@NX_EXPORT_STATUS_TIMEOUT
. The variable is used if there are more than 5000 configuration items. You can set the varible to a value greater than 300 milliseconds.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s EXPORT_STATUS_TIMEOUT –v 1800 –a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s EXPORT_STATUS_TIMEOUT -v 1800 -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the NX_ROOT directory and restart the server.
Prob# USRD 2992
KD Email Notification is Sent with High Urgency Level
Resolution:
Run the following commands to uninstall the NX variables:
pdm_options_mgr -c -s KT_EMAIL_NOTIFY_LEVEL -v 1 -a pdm_option.deinst
where 1 is the Low urgency level.
pdm_options_mgr -c -s KT_EMAIL_NOTIFY_LEVEL -v 1 -a pdm_option.deinst -t
where 1 is the Low urgency level.
For each secondary CA SDM server you have configured, manually add or update the NX variable above in each secondary CA SDM server machine within its
NX.env
file located under the NX_ROOT directory. A CA SDM product recycle is normally needed for the new NX variable to take effect.
Prob# USRD 3024
HEALTHSERVLET Increases the Size of the TOMCAT File
Resolution:
If the HealthServlet webapp is already deployed, perform the following steps:
  1. Stop the tomcat server where the HealthServlet webapp is hosted.
  2. Take a backup of the file
    /webapps/HealthServlet/WEB-INF/classes/health.xml
  3. Delete the HealthServlet/webapps/HealthServlet folder.
  4. Copy the file
    NX_ROOT/samples/HealthServlet/HealthServlet.war
    to the webapps folder.
  5. Restart the tomcat server.
  6. Copy the
    health.xml
    file to the folder
    /webapps/HealthServlet/WEB-INF/classes.
Prob# USRD 3029
SQL Error May Occur when Opening the Knowledge Document
Resolution:
This fix introduces a new NX variable @NX_KD_TICKET_ACCURACY. This variable is used to specify the maximum number of tickets to which Service Desk will guarantee an accurate count when displaying a Knowledge Document. These are tickets that have either been solved by the Knowledge Document or that were opened based on the Knowledge Document. The count of these tickets will be guaranteed to be free from canceled tickets up to the number specified in NX_KD_TICKET_ACCURACY. By default, this value is set to 300. Please note that setting this value too high may impact performance when opening up Knowledge Documents, depending on your environment. As well, please note that this correction requires that the NX variable @NX_IGNORE_CANCELED also be installed and set to “Yes”.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s KD_TICKET_ACCURACY -v 300 -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s KD_TICKET_ACCURACY -v 300 -a pdm_option.inst -t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the NX_ROOT directory and restart the server.
Prob# USRD 3055
Allow Strict Surveys to be Sent to Multiple Tickets
Resolution:
The fix introduces a new NX variable
@NX_ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS
. Set the value to
Yes
to let strict surveys allow one response per ticket per contact.
To install the option, run the following command from the command prompt on the primary server:
pdm_options_mgr -c -s ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS -v Yes -a pdm_option.inst
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s ALLOW_STRICT_SURVEY_FOR_MULTIPLE_TICKETS -v Yes -a pdm_option.inst –t
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the NX_ROOT directory and restart the server.
Prob# USRD 3067
REPORTED BY FIELD NOT FOCUSABLE
Resolution:
The fix introduces a new NX variable
@NX_FOCUS_REPORTED_BY
. You must set the value to
Yes
.
To install the option, run the following command from the command prompt on the primary server::
pdm_options_mgr -c -s FOCUS_REPORTED_BY -v <
XXX
> -a pdm_option.inst
where <
XXX
> is set to
Yes
.
To avoid losing changes when you execute the pdm_configure command, run the command with the -t option as follows:
pdm_options_mgr -c -s FOCUS_REPORTED_BY -v <
XXX
> -a pdm_option.inst -t
where <
XXX
> is set to
Yes
.
For each secondary CA SDM server that you configured manually, add or update the NX variable in each secondary CA SDM server in the NX.env file located in the NX_ROOT directory and restart the server.
pdm_options_mgr -c -s STOP_SA_DOMSRVR_MASS_UPDATES -v Yes -a       pdm_option.inst -t