SQL Server pdm_configure "Login timeout expired" with a network-related or instance-specific error

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager
• ServiceDesk

Issue/Introduction

pdm_configure fails with this error in configure.log (located in SDM install directory's log directory: 

[Microsoft SQL Server Native Client 11.0] [ SQL Code=0 SQL State=HYT00] Login timeout expired; 
[Microsoft SQL Server Native Client 11.0] [ SQL Code=53 SQL State=08001] 

Additional entries detected

XXXXXXXXXXXX sql_ckeckdb 10028 ERROR sqlclass.c 473 Failed to logon to SQL Server (YYYYYYYYYYYY) 
Reason: [Microsoft SQL Server Native Client 11.0] [ SQL Code=0 SQL State=HYT00] Login timeout expired; 
[Microsoft SQL Server Native Client 11.0] [ SQL Code=53 SQL State=08001] 
A network-related or instance-specific error has occurred while establishing a connection to SQL Server.
Server is not found or not accessible. Check if instance name is correct and if SQL Server is configured to allow remote connections 

For more information see SQL Server Books Online.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=53 SQL State=08001] Named Pipes Provider: Could not open a connection to SQL Server [53].

Environment

Service Desk Manager 17.x and up

Cause

Additional network protocols need to be enabled.

Resolution

Open the UDP port 1434 in firewall
SqlBrowser need UDP port 1434, it make the connection to correct port when port was not set at the connection

Additional Information

Users may also see a message that they are unable to login to Service Desk.  Checking the stdlog you will find the same error message described above. 

In such a situation, we recommend to request the DBA and network team to diagnose the problem Service Desk is having with connecting to SQL Server.