How to change the Service Desk server hostname

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• 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 17.3

Resolution

Solution:

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.