DNS Name Issue

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

Hi Team,

 

we have installed 14.1 on Windows Server 2016. We have 1 Primary Server and 2 Secondary Servers on Prod Environment. We have configured 4 Domsrv at primary, 8 on each secondary servers. When we hit the url its working fine with hostname. And when we try it to access the console using DNS name then it redirect to hostname. For that we configure webengine files of primary and secondary which is located at $SDM_installation\bopcfg\www\ and configure redirect url with dns names. However, when we start the services of all the servers and checks the file then it overwritten   with defaults file. We are not able to find the exact issue. please help.

Thanks

 

[phone]

Environment

Release : 14.1,17.1,17.2,17.3

Component : SERVICE DESK MANAGER

Resolution

To retain the changes made to web.cfg even after recycle of services, Same changed need to saved under web.cfg.tpl file. 

Location:C:\Program Files (x86)\CA\Service Desk Manager\bopcfg\www