Moving "attachment" files from primary to secondary servers.

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

How to move attachment files from the primary server to the secondary server/s and vice versa.

Service Desk "Attachments" are stored in a Document Repository. This is often set up on the primary server to begin with, but later it may be desired to have these located on a secondary server. These steps illustrate moving the repository and the attachments from one location to another.

See also the knowledge base document on setting up a repository daemon on a secondary server.

Solution

1. Run pdm_status and make sure Repository Daemon is running on the secondary server.

• Go to 'Attachments Library' -> 'Repositories' on Administration tab. Then right click on a Repository you want to move and select 'View'.
  Check the "Upload Path".
  
  e.g.
           (ServiceDesk)\site\attachments\default\(Repository name)\files

• Move the 'files' folder defined as Upload Path to a new drive/folder on the secondary server.

• Go to 'Attachments Library' -> 'Repositories' on Administration tab again. Right click on the Repository and select 'Edit'.

• Change the Upload Path to a new directory path and change Server Name and Servlet Path to the secondary server. Save it.
  
  The existing attachments on tickets will automatically be linked to the new Repository path.
• Please notice that if this step is not done, attachments will not work and there will not be outstanding error messages in stdlog/jsrvr.log/pdm_tomcat_nxd.log

For more information please refer to the following technical document: TEC481361

Environment

Release: CACMDB99000-11.1-CMDB, 17.2, 17.3
Component: Service Desk Management

Resolution

See Description