Option mail_show_to_cc_list installed doesn't work in conventional configuration

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Article ID: 40538

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Updated On:

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

Summary:

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>

MissCC.JPG

 

Instructions:

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. 

 

Additional Information:

For additional details on Advanced Availability (AA) Option Installation, please refer to:

TEC1788456 - Best Practice for PDM_OPTIONS_MGR Changes in a Service Desk Manager (SDM) Advanced Availability (AA) Installation

For additional details on using pdm_options_mgr, please refer to:

TEC612988 - Best Practice when doing Changes to NX.ENV: using the 'pdm_options_mgr' command

Environment

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

Attachments

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