How to change the Service Desk server host name on r12.9?

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Article ID: 17721

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Updated On:

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

Issue/Introduction

Description:

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

<Please see attached file for image>

Figure 1

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

<Please see attached file for image>

Figure 2

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.

    <Please see attached file for image>

    Figure 3

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

    <Please see attached file for image>

    Figure 4

  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.

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

Environment

Release:
Component: ARGIS

Attachments

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1558709322503000017721_sktwi1f5rjvs16rer.gif get_app
1558709320561000017721_sktwi1f5rjvs16req.gif get_app
1558709318747000017721_sktwi1f5rjvs16rep.gif get_app