Integrate with CA EEM option is checked and greyed out

Products

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

Issue/Introduction

When Service Desk Manager (SDM) tries to be upgraded from 17.3 to 17.4 by using the install media, "CA SERVICE MANAGEMMENT SD PACKAGE 17.4 FOR WINDOWS (WITH CATALOG).iso", the "Integrate with CA EEM" option under the "Configure Common Components" is turned on and grayed out despite that the EEM has not been integrated with SDM.

• EEM is on a different server from the SDM server and EEM is integrated with only Catalog and ITPAM.
• Only SDM Background server is running on a server where the customer launches the upgrade process.
• MDB is shared with other CA Service Management products, e.g. Catalog, Asset Portfolio Management, ITPAM, and etc.

Environment

Service Desk Manager 17.4

Resolution

The install media, "CA SERVICE MANAGEMENT SD PACKAGE 17.4 FOR WINDOWS (WITH CATALOG).iso" is not only specific for installing/upgrading SDM but also for integrating with EEM and ITPAM if their information is existing in MDB already. i.e. If the MDB has the details of EEM and ITPAM already, the option cannot be deselected. So, complete the 17.4 GA upgrade/install with EEM and ITPAM details, and turn off the integration options as per below after the upgrade/install is completed successfully.
NOTE: Please check what options have been installed before the upgrade/install.

1. Log into the SDM web interface.

2. Open 'Administration' tab, go to 'Options Manager' > 'Security' and deinstall the following options related to EEM (eiam).

• use_eiam_authentication
• eiam_hostname
• use_eiam_artifact

3. If you would not like to integrate SDM with ITPAM, go to 'Options Manager' > 'CA IT PAM Workflow' and deinstall the following options.

• caextwf_eem_hostname
• caextwf_endpoint
• caextwf_log_categories
• caextwf_processdisplay_url
• caextwf_worklist_url
• caextwf_ws_password
• caextwf_ws_user

4. Restart the SDM service. 

In case you have a problem to log into SDM, you can disable the above option "use_eiam_authentication" by running the following commands.

pdm_options_mgr -c -s USE_EIAM_AUTHENTICATION -v NO -a pdm_option.inst 
pdm_options_mgr -c -s USE_EIAM_AUTHENTICATION -v NO -a pdm_option.inst -t  

After disabling the option, log into SDM and deinstall other listed options.

Additional Information

Install/Uninstall Options Manager Options

If the above does not resolve the problem due to the EEM server being decommissioned or otherwise unreachable, please contact Support for a workaround.