Change the Service Desk server hostname

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

If you change the hostname and run pdm_configure, you will encounter the following error message and will not be able to continue the configuration.

After clicking on <OK>, the following error appears.

Environment

CA Service Desk 17.x

Resolution

In order to change the host name, please follow the steps as shown below.

1. Log into Service Desk using Service Desk administrator account and open [Administration] tab.
   
   
2. Go to 'System' > 'Servers' and open the server you would like to change.
   
   

   

3. Click on <Edit> button and change the Hostname. Click <Save> button.
   
   

   

4. Stop the Service Desk service.
   
   
5. Change the OS host name and reboot the server.
   
   
6. Change the old host name to the new one on dlgtsrv table of MDB.
   
   
7. Open the Command Prompt and run pdm_configure.
   
   
8. Change all previous host names to new ones during the configuration.
   
   
9. After the configuration is completed successfully, check the Service Desk behavior.

Additional Information

NOTE: Please take a backup of the file system and database before you do the above change.

NOTE: If the hostname has already changed, causing Service Desk not to start correctly, you will need to update the database directly instead.

1. In SQL Server Management Studio or SQL*Plus, navigate to the MDB database and make a backup of the usp_servers table.
   
   
2. Execute
   
   select * from usp_servers
   
   
3. In the "ID" field, note the ID number of the server whose hostname has changed.
   
   
4. Execute
   
   update usp_servers set del = 1 where id = <server's id number>
5. Re-run pdm_configure.

NOTE: This procedure works if Service Desk only is installed on the server.  If other components are installed such as xFlow and Search Server, this will not affect the settings for either of these other components.  In this situation, the Swingbox Migration method is the only way to successfully change the hostname of the server.