Manual reinstall of the SDM RU or Baseline patch

Products

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

Issue/Introduction

During an attempt to install an RU update, finding that the HIS file does not show evidence that the update succeeded.  

The following is a means to manually re-install the given update

Environment

Release : 17.4 or higher

Component : SERVICE DESK MANAGER

Resolution

In this example, we will use the 17.4 RU2 update as an example.  The same principle applies regardless of the RU release

- Perform a back up of your existing database and make sure you have a snapshot to roll back on the affected server, SDM-Server.  This is important as we'll be making some direct changes to the database and I need you to have a working backup in the event it is needed in order to rollback any such changes.

- In the DB Server, run this query to modify the al_cdb_componentinstallstate table so that the install of the 17.4 RU2 update is set to "failed" on the the affected server, SDM-Server

## This query checks for the rows that will be set to failed that relate to 17.2 and the the affected server, SDM-Server.
Select * from al_cdb_componentinstallstate where packageid LIKE '%17.4.2.0%'AND machinename = 'SDM-Server'

## This query performs the necessary change
UPDATE al_cdb_componentinstallstate set installationstate = 'failed' where packageid LIKE '%17.4.2.0%' AND machinename = 'SDM-Server'

- Commit the above DB query.

 Backup the SDM-Server.HIS file (copy the file to another directory.  Do not leave a copy of this file in place in the same directory as the original SDM-Server.HIS file as this may result in the installer reading the copy by mistake)

- Edit the SDM-Server.HIS using a text editor.  

- Starting from the first line that contains "GOL-168", which is most likely "PTF Wizard installed GOL-168_LANGCOMBO (USRD)" in the case of a partial install, remove this line and all other lines below this line, all the way to the end of the file.

The HIS file is used to read what patches you have in place.  We are removing the references to the failed 17.4 RU2 patch install attempt to ensure that the 17.4 RU2 installer reads that there is no 17.4 RU2 update in place.

In short, this is what you'll be doing to attempt the reinstall:

- Backup/snapshot your database and the SDM-Server server itself.

- Modify the al_cdb_componentinstallstate to set the entries for 17.4 RU2 on server SDM-Server to "failed" 

- Modify the SDM-Server.HIS file to remove the existing 17.4 RU2 update references

- Run the SDM 17.4 RU2 installer on server SDM-Server.