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
   
   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
   
   

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

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