Steps required to retain values in web.xml or web.cfg files that are manually edited in a CA Service Desk Manager 12.9 and 14.x Conventional Configuration


Article ID: 18516


Updated On:


SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager



Service Desk Manager 12.9 and 14.x Conventional Configuration introduces some changes from previous releases that requires additional steps to be performed in order to retain changes that are manually made to the web.xml file located in %NX_ROOT%\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF or web.cfg file located in %NX_ROOT\bopcfg\www. Following the steps outlined below will prevent the settings from being reverted from a Configuration and also a recycle of services.

("%NX_ROOT%" refers to the installation location of Service Desk Manager)


1) For web.xml changes to be preserved, on all the SDM nodes, navigate to this:



Make sure the changes are done on the following three files there:



Make that change here as well:



2) For web.cfg entries to be preserved:


Make sure the web.cfg file on all SDM nodes has the correct entries in the following directory:






Failure to modify all the locations outlined may result in changes to the web.xml or web.cfg being reverted and lost. These steps are required for any type of server where the change was performed, whether it is a Primary or Secondary server. 


Release: SDMU0M99000-14.1-Service Desk Manager-Full License