Unable to generate OOTB Service Desk Manager (SDM) Summary or Detail web reports when the 'servicedesk' service is not started with the Local System Account.

Products

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

Issue/Introduction

Receive the following error when attempting to generate an OOTB SDM Summary/Detail web report:

Environment

Service Desk Manager (SDM) 14.x and 17.x
All Supported Windows Operating Systems

Resolution

The report process checks if the ServiceDesk service is started by the Local System Account. If service is started with a different account, although with the same special rights, the report will fail with the above error message.

To get the web reports working, the following setting has to be added in the NX.env file:

@NX_PARADIGMUSER=user_starting_the_service

After making the above change, a recycle of the SDM service is required.