Change password for ServiceDesk Privileged Users
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Change password for ServiceDesk Privileged Users

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Article ID: 53859

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Updated On:

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