How to change Administrator User ([email protected] in 7.0, 7.1 and 7.1 SP1 or [email protected] in 7.1 SP2) password after installation?

Products

• ServiceDesk

Issue/Introduction

The primary email address of built-in Administrator User is:

• In ServiceDesk 7.0, 7.1 and 7.1 SP1: [email protected]
• In ServiceDesk 7.1 SP2: [email protected]
• In ServiceDesk 7.5 and 7.6 admin account primary email address is not hardcoded but defined during installation (defaults to [email protected])

In ServiceDesk 7.0, when Administrator User password is changed after installation, the admin and all users are locked out of ServiceDesk. The guidance from Support has generally been to completely reinstall ServiceDesk to remediate the issue.

In ServiceDesk 7.1 and newer attempting to change the Administrator User password results in a permissions error and the password will not be changed.

Environment

• ServiceDesk 7.0
• ServiceDesk 7.0 MR1
• ServiceDesk 7.0 MR2

• ServiceDesk 7.1
• ServiceDesk 7.1 SP1
• ServiceDesk 7.1 SP2

• ServiceDesk 7.5
• ServiceDesk 7.5 MP1
• ServiceDesk 7.5 SP1

• ServiceDesk 7.6

Resolution

The process of updating Administrator User password is not seamless in ServiceDesk. Setting up ServiceDesk in a distributed environment further complicates this issue as the passwords on all application servers must be in sync. To address this, a utility is available that will accept a new password for the currently configured admin user in the ProcessManager portal web.config and change the hashed password both in the web.config and in the database. You can use the ChangeAdminPassword tool to effectively change the password, on demand, for the system account that is used throughout workflow for cross-service operations. Please read and understand the following notes before continuing.

Notes

• For ServiceDesk 7.0, the Symantec.ServiceDesk.ChangeAdminPassword.exe utility from attached archive must be placed in the ProcessManager install directory prior to execution (the same directory as the web.config file). It will not work if you try to run it from any other location. 
• For ServiceDesk 7.1 and newer the ChangeAdminPassword.exe file is already installed with ServiceDesk and is located in the ProcessManager directory.

Required for all ServiceDesk versions

After changing the password using this utility on a given server, you must also open the Workflow Server Settings from the Task Tray Application or go to Start menu > Symantec > Workflow > Workflow Designer > Tools > LocalMachineInfo Editor, select the server which is set as the process manager server - usually called "(local)" - click Edit button and change the password there as well. This will allow the designer and other local tools to connect to the Portal web services.

Multiple Servers:

1. Before proceeding, please ensure the password for each ServiceDesk application server is set to “admin.”  You may use the utility to change the password for each server.
2. If you have multiple ServiceDesk servers, you must run this tool on all of them. However, on all subsequent servers after the first one, you must put the new password in all 3 checkboxes (Old, New, Retype). This will force the web.config files on those servers to align with the password that is already in the database.