How to add Visualizer on a Service Desk Manager secondary server?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Question:

When clicked <Visualizer> button on a Configuration Item Detail screen on a secondary server, it fails with the followiing error message despite that Visualizer option is turned on during the Service Desk configuration, pdm_configure on the secondary server. What steps are required to add Visualizer on the Service Desk Manager secondary server?

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Answer:

In order to add CMDB Visualizer to the secondary server, you need to add Visualizer by running pdm_configure as shown below and follow the below steps.

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1. Log into Service Desk Manager using administrator account and open [Administration] tab.
2. Go to 'System' > 'Configurations' and select the Configuration you used to set up secondary servers.
   
   

   <Please see attached file for image>

   
3. Open [Additional Processes] tab and click on <Add Process> button.
   
   

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4. Select the Secondary server name in 'Host Name' field and select "Visualizer Tomcat Server". Then click on <Save> button.
   
   

   <Please see attached file for image>

   
5. Continue the above step 3 and 4 to add all secondary servers that you would like to add Visualizer.
6. Stop the Service Desk service on all servers and start it on all secondary servers.
7. On the primary server, open Command Prompt and run pdm_configure.

 

Additional Information:

For r12.7 and earlier releases

TEC511330: Unable to Login to Visualizer of Secondary Server installation.
http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec511330.aspx

Related Visualizer Technical Documents

TEC616685: NX_CMDB_VISUALIZER environment variable on secondary servers is overwritten on services startup
http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec616685.aspx

TEC1398594: Visualizer is working on primary server, but not from secondary
http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec1398594.aspx

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: