This document provides some tips on options installation in Service Desk Conventional Configuration. We will take an example of option mail_show_to_cc_list installed via Options Manager, but doesn't take effect.
This option mail_show_to_cc_list will add a Cc List Recipients to be visible on the email. User installs the option mail_show_to_cc_list option. But, they don't see Cc field on the Manual Notify form (nf.htmpl).
In below screen shot it shows that there is no Cc field on Manual Notify form.
<Please see attached file for image>
To resolve the problem check the following:
1)Install options only on primary server. Never install on secondary via User Interface. It would not get installed status for the option.
2)After the option have status installed, check $NX_ROOT\NX.env file to see if variable existing in primary server. The variable would be @NX_MAIL_SHOW_TO_CC_LIST=Yes
2a)If you have secondary server(s), check $NX_ROOT\NX.env file to see if the variable exists. If it doesn't you may need to manually copy the @NX variable/line from primary server $NX_ROOT\NX.env file to secondary server $NX_ROOT\NX.env file.
3)Restart Service Desk services.
4)To avoid losing changes when you execute the pdm_configure command, copy the variable @NX_MAIL_SHOW_TO_CC_LIST=Yes in NX.env_nt.tpl (located in the $NX_ROOT\pdmconf directory) file.
For additional details on Advanced Availability (AA) Option Installation, please refer to:
For additional details on using pdm_options_mgr, please refer to:
Release: SDMU0M99000-14.1-Service Desk Manager-Full License