When Service Desk r12.5 CA SDM is installed using DVD03092318E.iso, the modify date for all of the installed deliverables is 26 May 2011 or later. If ApplyPTF is later used to apply a patch which includes deliverables that have a timestamp before that date, then those deliverables are skipped and as a result the patch is not applied properly.
The solution for this situation is to change the timestamps of all of the folders and files in the installation to 18 March 2010. Then re-apply all patches listed in the patch history (.HIS) file as well as any new patches.
Later in the document we also cover a use case scenario on how to apply the following published patches to Service Desk Manager r12.5 CA SDM with English Language Pack running on the Windows platform: APAR RO33644, Cumulative Patch #1 RO27420, Cumulative Patch #1 Language Pack RO27429 (contains RO274201 for English platform), Jumbo Patch (Hyper) RO29142 and Patch RO29199
The same procedure can be used with other language packs and other operating systems.
Important Note: These instructions ARE NOT intended as a replacement to the required steps documented in the README files included with each patch. These instructions are meant to provide an overview on how best the patches can be applied. Please refer to the individual patch readme files for detailed instructions on how to apply each patch and on the required post install instructions.
Steps to Reproduce:
ApplyPTF will not install deliverables from the patch that have a timestamp older than the modify date of the files currently installed. This will result in unexpected behavior when using Service Desk Manager.
Does this situation apply to you?
To determine whether or not you installed Service Desk Manager r12.5 CA SDM using DVD03092318E.iso, check the timestamp of the $NXROOT directory. If you installed using DVD03092318E.iso, the date modified timestamp for the directory and the GENLEVEL file that exists is 26 May 2011 or later.
Note: In case you already ran a date reset tool previously, the above time stamp may show an older date (03/18/2010). In this case, if you are fairly sure that you installed Service Desk Manager r12.5 CA SDM using DVD03092318E.iso, you can follow the below steps and re-apply the patches.
Also note that it is best practice when applying patches to review the ApplyPTF output messages and log to confirm that patches have been installed correctly in their entirety.
The above can be resolved by using a tool that changes the Date Attribute of the Service Desk installation folder ($NXROOT) and the folders and files under it to 18 March 2010. CA originally recommended following the instructions in APAR RI31105, but this has since been withdrawn. A new informational solution has been published to replace - RO33644.
Important Note! If you had unpacked some patches using "cazipxp -u", and placed them in the $NX_ROOT\patches directory, the date reset script would have changed the time stamps on those files. So, applying patches using those files would cause problems. To avoid problems, the instructions for each patch must be followed again exactly. For example, if the instructions include a manual step to run "cazipxp -u" to unzip the .CAZ patch file and then select the resulting .JCL file when running applyptf (such is the case with patch RO29142), then that cazipxp step must be performed again.
Additional Note: The date reset script also changes the timestamps of the files under $NX_ROOT\site\mods, the directory for customizations.
Sample Scenario to install Service Desk Manager 12.5 CA SDM Cumulative#1 on Windows English platform: