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Visualizer button is grayed out, unable to save database information.

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Article ID: 53573

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description

New install of Service Desk 11.2 with CMDB 11.1 on Windows 2003 the CMDB Visualizer button is disabled (grayed out). CMDB Visualizer Settings (Start:Programs:CA:CMDB:CMDB Visualizer Settings) client enters the database information but gets an error when clicking on Save and the cmdbconfig.xml is not updated.

Solution

Confirmed the user/password for access to the MDB table space.

Delete folder C:\Program Files\CA\Service Desk\bopcfg\www\CATALINA_BASE\work\

Restart Service Desk.

Log back into the CMDB Visualizer Settings and enter the Database User and Password.

Once saved the Visualizer button should be enabled and accessible.

Environment

Release:
Component: ARGIS