CA Service Desk Manager service not running after OS upgrade

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

After upgraded to windows 2016 from 2012, Service Desk Manager service does not start.

When you try to start it, it comes right back saying there is an issue start the service. Service Desk log files don't have any messages recorded.

Environment

Release : 17.3

Resolution

Please do the following

1. Backup the mdb and SDM application

2. Run command prompt as an Administrator and then pdm_configure to re-configure SDM service

Note: Please make sure to validate the port numbers and hostnames while running pdm_configure. 

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/reference/ca-service-desk-manager-reference-commands/technical-reference/pdm-configure-open-the-configuration-window.html 

3. Start Service Desk Manager service