pdm_configure data directory modification results in unexpected results

Products

• CA Service Desk Manager

Issue/Introduction

During troubleshooting or preparing to upgrade or maintenance, some Service Desk administrators could modify some files in Service Desk install folder\data and then run pdm_configure but the results could be something unexpected.

For example, if  someone changes the upload path and archive path in \data\docres.dat and \date\docres.dat.tpl files to some ones that are different from the ones on web UI, and runs pdm_configure. He/she may expect the repository paths' values change according to the dat and tpl file but they don't sometimes(for example on Advanced Availability install).

This article explains why.

Environment

Service Desk Manager 17.x 

Resolution

The files in Service Desk install folder\data are for Service Desk internal operations purpose only. They are not intended to be modified by Service Desk admins for some kind of customizations. 

So please don't modify any files in Service Desk install folder\data.

Note: If you see some issues related to product upgrade or operation, please contact Broadcom Support by opening a new support case and Broadcom Support will work with you to find a resolution. Please don't manually change any file in Service Desk install folder\data.