How do I remove a secondary server from Service Desk Manager r14.1?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When an existing secondary server is no longer used and needs to be disconnected from the current configuration, you need to inactivate it in an appropriate steps in order to avoid an error. This document explains how to remove it in r14.1 and r17.0.

How do I delete an unnecessary secondary server from the current Service Desk Manager r14.1 configuration?

Environment

Windows

Resolution

In order to delete a secondary server from a primary server, you need to follow the steps as shown below.

 

- If you would like Service Desk Manager (SDM) to run with a default configuration setting, i.e. primary server only, follow the below steps. 

 

1. On the primary server, open the Command Prompt and run the "pdm_configure" command.
   
   
2. On the end of the configuration steps, 'Config Options', select "default" as a Configuration. 
   
   

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3. After the configuration finishes successfully, run pdm_status command in the Command Prompt on the primary server and ensure that only primary server is shown as a host.
   
   
4. On the secondary server, uninstall SDM by following the steps on Uninstall CA Service Desk Manager.

 

- If you would like to delete one or some of the secondary server(s) from the current configuration setting, follow the below steps.

 

1. Log into SDM using a SDM privilege account and open 'Administration' tab. 
   
   
2. Go to 'System' > 'Configurations', and open the current Server Processes Configuration.
   
   

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3. In this example, 1 Object Manager and 1 Web engine have been added to the secondary server, and the Web engine is associated with the Object Manager.
   
   Open 'Web Engines/Web Directory' tab and select the Web engine of the secondary server. Delete an associated Object Manager and select "Default" from Object Manager pull down list. Inactivate the setting by selecting "Inactive" in 'Record Status' field and save it.
   
   
   

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4. Open 'Object Managers' tab and open the Object Manager running on the secondary server and inactivate it.
   
   

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5. Go to 'System' > 'Servers' on 'Administration' tab and open the secondary server you would like to delete.
   
   

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6. Inactivate the secondary server setting and save the change.
   
   

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7. On the primary server, run the pdm_configure command. 
   
   
8. Run pdm_status command in the Command Prompt to ensure a process is not running on the deleted secondary server.
   
   
9. Uninstall SDM by following the steps on Uninstall CA Service Desk Manager on the secondary server you would like to delete.

Additional Information

Uninstall CA Service Desk Manager