Switching Help Desks in CA SOI

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Article ID: 129031

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

When changing the "Help Desk Type" in "Help Desk Configuration" on SOIUI the new "Help Desk Type" is not saved and it reverts back to the previous configuration.

This problem can happen only if you have a prior help desk configuration configured in SOIUIAdministration under "Help Desk Configuration" and switching to a different one now.

Environment

Release: SAMBDL99000-4.2-Spectrum-Service Assurance Manager-Promotional Bundle
Component:

Resolution

- Stop the CA SOI Application Server (on 4.0 it is CA SAM Application Server) service on the SOI manager
- Remove the CA\SOI\tomcat\custom\svcdesk-config.xml
  Note: If you have ITPAM integration then you may also have to remove the itpam-methods.xml file. Please save a copy of these files in case you need to look in to the old configuration.
- Start the CA SOI Application Server (on 4.0 it is CA SAM Application Server) service on the SOI manager.
- Now you'll see the "Help Desk Configuration" wiped out of previous configuration. Type in your new configuration, test and save it.
- You'll have to recycle the SOI Application Server (on 4.0 it is CA SAM Application Server) service on the SOI manager for this new setting to take affect.