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Installing and Configuring Microsoft PsTools

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Article ID: 224205

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Microsoft PsTools is an important prerequisite for configuring Interval Logging in CA Service Desk.

If PsTools is not properly installed and configured, options like "Task List" will not work as expected.

Environment

CA Service Desk Manager 17.1 and higher.

Resolution

Instructions for installing and configuring Microsoft PsTools.  Instructions require that the logged in user on the given server is either the local Administrator user or is a user with full local Admin rights over the given SDM Server (domain admin rights are not an acceptable substitute)

Important:  Please follow these instructions as there is a License Agreement popup that appears the first time pslist.exe is executed, which has been known to prevent Interval Logging from running correctly if the instructions are not followed.

  1. Download PSTOOLS from the Microsoft website - It is a ZIP file called PSTools.zip.

    https://docs.microsoft.com/en-us/sysinternals/downloads/pstools

  2. Extract it to a specific folder, e.g., C:\PSTOOLS.
  3. Add this folder to the Windows PATH variable, under System variables.  Do not add to the PATH setting under User variables.



  4. Run the command below (accept the License Agreement):

    psexec.exe -s -i pslist.exe

    You will be prompted twice to accept the license agreement.

    First occurrence:



    Press "Agree".  A second prompt then appears like this:



    Press "Agree" to finish.

  5. Additionally, we recommend running "pslist" by itself to bring up one more EULA prompt to accept, and to also test that pslist is configured correctly for its PATH location

If you are implementing pstools on an existing SDM instance and SDM Services are running, you will need to recycle SDM Services to allow the PATH update to refresh.  

Additional Information

Known Issue: If you do not run this exact command, and Interval Logging is not able to run pslist successfully. It can result in two "locked" pslist commands in the Task List. If it happens with you, kill them manually.

Somehow it got locked because of not accepting the license agreement.

Consider restarting all SDM services and make sure there is no remaining JAVA process running for Interval Logging.

Certain virtual environments, such as VMWare, will affect how environment variables are being saved and stored in the given server depending on how the access to the virtual server environment takes place, such as logging into the given server through the console.

If any of the pslist commands fail due to the error message below, check that the directory location where pslist.exe resides was added to the system PATH environment variable.

'pslist' is not recognized as an internal or external command,
operable program or batch file.

How to Identify Performance Problems in CA SDM

Interval Logging

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