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

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

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.

Environment

Release:
Component: ARGIS

Resolution

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.