Change password for ServiceDesk Privileged Users

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

I would like to change the password for the Privileged User

How can this be accomplished?

This document describes how to change the privileged User (Default User Name: ServiceDesk)

These passwords are all required for the Service Desk "Configuration" process (pdm_configure.exe).

Knowledge of the existing passwords is not required for this procedure, and so is useful for addressing "unknown passwords."

Environment

CA Service Desk Manager 17.3 and higher

Resolution

WARNINGS:

• Failure to successfully complete these steps may render a Service Desk system inoperable.
   
• Existing passwords will be overwritten and are NOT readily recoverable.

For Service Desk Privileged User and Restricted User passwords:

1. Change the password/s at the OS level. See your operating system guide for details.
   
   NOTE: If the Service Desk server is NOT defined as a domain controller, the user is on the local machine as a local user.
   
   If the Service Desk server is defined as a domain controller, the user is on domain controller (Active Directory) as a domain user.
    
2. Run pdm_configure. Use the new passwords during this process.

All of the passwords may be changed with one run of pdm_configure.

Additional Information

1. If you have multiple Service Desk servers, pdm_configure would need to be run on each Service Desk server

 

2. The backend mdbadmin password used in SQL Server has a different procedure to change its password.  Please see KB Article 11646