CA Service Desk Manager ODBC Agent and CA Service Desk Manager ODBC DataAccess services will not start.

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

Description

The CA Service Desk Manager ODBC Agent and CA Service Desk Manager ODBC Data Access services will not start on a ServiceDesk r12.5 CA SDM system.

The error message from the OS Event Viewer is:

The description for Event ID ( 0 ) in Source ( SequeLink Service Starter ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: Failed to find settings for service CA Service Desk Manager ODBC Data Access in D:\PROGRA~1\CA\SERVIC~1\add-ons\oaserver60\cfg\oadm.ini.

Solution

The NX_ROOT\add-ons\oaserver\cfg\OADM.INI file is mis-formatted or corrupted.

1. Open the OADM.INI file included in this document in a text editor and use as a template.
2. Replace all instances of <SERVERNAME> with the hostname of your Service Desk r12.5 CA SDM server.
3. Replace all instances of <NX_ROOT> with the 8.3 location of your Service Desk install location (i.e. D:\PROGRA~1\CA\SERVIC~1).
4. Copy this editted file to the <NX_ROOT>\add-ons\oaserver60\cfg directory on the Service Desk r12.5 CA SDM Primary Server.
5. Restart the server.
6. Verify that the CA Service Desk Manager ODBC Agent and CA Service Desk Manager ODBC Data Access services started.

Environment

Release:
Component: SDBOXI