Service Desk Manager - USS error during upgrade

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Article ID: 143770

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

We are getting error while upgrading SDM to 17.2

Auto discovery of existing United Self-Service failed

 

Cause

USS was previously installed on the server, but removed. Files were left behind that made the installer still think it was installed.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Modify the file.com.zerog.registry.xml under the directory C:\Program Files\Zero G registry after Unified Self-Service is uninstalled.
 
 
Zero G Registry can be a hidden folder, so you have to enable the Show Hidden Folder option on Windows. Remove the following node <product name="Unified Self-Service"> and two other components nodes that are related to Unified Self-Service, they will look similar to the example below:
<registry install_date="2014-10-21 17:52:05" version="1.1" last_modified="2014-10-21 18:05:56"> <products> <product name="Unified Self-Service" id="409328f9-1f0a-11b2-941e-b9699e36f638" version="14.1.0.182" copyright="2014" info_url="" support_url="http://support.ca.com/" location="C:\Program Files\CA\Self Service" last_modified="2014-10-21 17:52:05"> <![CDATA[Unified Self-Service]] > <vendor name="CA, Inc." id="de0206eb-1ee1-11b2-84f1-ce0895af55c4" home_page="www.ca.com" email=""/> <feature short_name="Open Sp" name="Open Space on Premise" last_modified="2014-10-21 17:52:05"> <![CDATA[This installs the Open Space on Premise Framework to support Service Desk applications and features.]] > <component ref_id="409328f7-1f0a-11b2-941d-b9699e36f638" version="4.0.0.0" location="C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CA\Unified Self-Service\Change Unified Self-Service Installation.lnk"/> <component ref_id="409328fa-1f0a-11b2-941d-b9699e36f638" version="4.0.0.0" location="C:\Program Files\CA\Self Service\Unified Self-Service_installation\Change Unified Self-Service Installation.exe"/> </feature> </product> </products> <components> <component id="409328fa-1f0a-11b2-941d-b9699e36f638" version="4.0.0.0" name="InstallAnywhere Uninstall Component" location="C:\Program Files\CA\Self Service\Unified Self-Service_installation\Change Unified Self-Service Installation.exe" vendor="CA, Inc."/> <component id="409328f7-1f0a-11b2-941d-b9699e36f638" version="4.0.0.0" name="Common Folder" location="C:\ProgramData\Microsoft\Windows\Start Menu\Programs\CA\Unified Self-Service\Change Unified Self-Service Installation.lnk" vendor="CA, Inc."/> </components> </registry>