Installing and Configuring Microsoft PsTools

Products

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

Issue/Introduction

Microsoft PsTools is an important prerequisite for configuring Internal Loggin 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:

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:
   
   
   
   
4. Run the command below (accept the License Agreement):
   
   psexec.exe -s -i pslist.exe
   
   
5. Make sure the PATH is working: Run PSLIST, for example from any other folder.

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.

Additional Information

How to Identify Performance Problems in CA SDM

Interval Logging