Configuring a cloned CA Service Desk Manager (CA SDM) Advanced Availability environment
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Configuring a cloned CA Service Desk Manager (CA SDM) Advanced Availability environment


Article ID: 36230


Updated On:


CA Service Desk Manager CA Service Management - Service Desk Manager


To create a test/development CA Service Desk Manager Advanced Availability environment, some customers have asked if they can simply clone their virtual machines from production.  

This document will provide the steps to do this.  However, it is important to note that this is not something that Broadcom Support will be able to provide support for as it would be outside the scope of support to troubleshoot the cloning process, or any problems that arise from cloning an environment using third party applications.


The steps provided here are applicable to an environment running CA Service Desk Manager ONLY and not for an environment where other CA Service Management applications are installed (for example CA Service Catalog).  The steps provided are based on the notion that all servers, including the database server hosting the MDB, will be cloned.


CA Service Desk Manager All Versions  running CA Service Desk Manager ONLY in Advanced Availability mode

Microsoft SQL Server MDB


1. Clone the machines in your production (or other) environment that you want to use for the new test/development environment
2. Change the hostname of each cloned machine so that it does not conflict with the existing environment
3. After changing all the hostnames, go into SQL Management Studio and remove all records from the usp_servers table (as they will be from the original environment which this environment was cloned from) and update the dlgtsrv table with the new server hostname.
4. Run pdm_configure on the Background server first.  However, before doing so, you need to delete the file from the NX_ROOT\SITE directory.  It is important to note that during the configure process, you MUST ensure the correct information is supplied in all fields within the configuration wizard.  Failure to do so may lead to this environment connecting to production systems and causing problems.  During pdm_configure, you will get a message advising that the database was previously configured by the original CA SDM primary server.  Ensure you have entered the new database server name on the database configuration screen and then click OK.
5. After pdm_configure completes on the Background server, log into CA Service Desk Manager on the Background server, go to Administration->System-> Servers and add any Standby or App servers that you will be using in this environment.
6. On each server that was added in step #5 above, delete the file from the NX_ROOT\SITE directory and run pdm_configure on each server. Again, during pdm_configure please ensure you have all of the correct information populated in the appropriate fields.
7. Once pdm_configure completes on all servers, access CA SDM from each server and double-check the following:

Repository upload servlet path(s)
Maileater Mailboxes - ensure that there are no mailboxes configured that are in use by the production environment
Any servers that may be listed in any of the Options Manager options which could point to an application in the production environment (EEM, CABI, CA PAM, etc.)

You may want to blank out email addresses on all contact records so that false notifications do not go out for existing tickets/tasks.  You can do this by running the following SQL statement:  

update ca_contact set email_address=NULL

It is recommended to run through a full set of use cases to test the cloned CA SDM environment and ensure that it is working properly.

Additional Information

Additional Information

CA Service Desk Options Manager

CA Service Desk Manager - pdm_configure