How to configure a Main Support Automation (SA) server on a Secondary Service Desk (SDM) server in a 12.9 Conventional Configuration


Article ID: 18426


Updated On:


CA Service Management - Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager


A step-by-step guide on how to configure a secondary Service Desk Manager 12.9 server, with a Conventional Configuration, to run a Main Support Automation server.


Service Desk Manager 12.9, 14.1 and 17.x

Conventional Configuration

All Supported Windows Operating Systems


SDM 12.9 introduces a new User Interface to make configuration changes to the SDM environment to introduce secondary Service Desk servers or enable different features on SDM secondary servers.

In order to configure a SDM secondary server to act as the "Main" Support Automation server, adjustments will need to be made to the SDM Configuration settings.

Note: Prior to completing the following steps, it is assumed that the SDM primary and secondary servers are already installed.

  1. Log into the SDM primary server with an Administrator account and access the "Administration" tab.  Expand "System" and you will see a menu item labeled "Servers".  Click on "Servers" and it will display a list of servers in this configuration.  If the Support Automation server is not already defined, click "Create New"


    In the "Host Name" specify the exact name of the server (case sensitive), populate a "Time Zone", select "Secondary Server" and click "Save".

  2. Under the Administration tab, go to "System" and select "Configurations". From here you can either create a new configuration or edit an existing one.

  3. Within the Configuration Detail click the "Additional Processes" tab and click "Add Process".

  4. You will need to add two additional processes to your Configuration. One is for the Support Automation Object Manager, which will run on the secondary server. The other is for the Tomcat that will act as the "Main" server in the configuration. These two processes can be added in either order.

    Once complete you can refresh the "Additional Processes" screen and it should look similar to this:

     Note: May look different depending on the order the items were added

  5. Once this is complete, close the Configuration Details and go back to the "Administration" tab. Expand "Options Manager" and locate the "Support Automation" section. There are three Support Automation options.

    sa_domsrvr = This option allows a dedicated Object Manager to be allocated to Support Automation (this is strongly suggested)

    sa_primary_domsrvr = This option should *only* be installed if Support Automation is installed on the primary Service Desk server. In our configuration this option will not be installed.

    supportautomation_url = This option defines the URL of Support Automation

  6. If not completed already, pdm_configure should be run on the SDM secondary server where Support Automation is installed. During the pdm_configure configuration steps, make sure to enable the Support Automation settings and specify that server as the "Main" Support Automation server.

  7. Run pdm_configure on the SDM primary server and make sure to select the "Configuration" that you assigned the Additional Processes to during the step where you are prompted to select a "Configuration".

After pdm_configure is complete and the system comes up, Support Automation should be configured to run on the SDM secondary server.