On the first attempt to log into the CA SDM web interface after the CA Service Desk Manager (SDM) service is started on a server, the login fails and all of the following symptoms may occur at the time of failure:
An out-of-the-box environment is configured to wait only 5 seconds after the domsrvr has connected to the slump process before Tomcat is started, and this amount of delay may not be enough in some environments. Tomcat should only be started after domsrvr has completed initialization.
CA Service Desk Manager 14.1, other earlier and later releases, both Conventional and Advanced Availability configuration types.
As a short-term solution, you could run the following commands, consecutively, on the server:
pdm_tomcat_nxd -d stop
pdm_tomcat_nxd -d start
For a long-term solution, determine the difference in timestamps between the messages described in symptom #4. And, then, configure a delay time that is longer than the difference.
To configure the delay, modify the pdm_startup file as follows:
For the change to persist, be sure to make the same modification to the pdm_startup.tpl file.
After configuring the pdm_startup file, recycle the CA Service Desk Manager services. Do this on each affected CA SDM server in the environment. Be sure to recycle according to the requirements of the appropriate configuration type: Conventional (primary, secondary) or Advanced Availability (background, standby, application).
The pdm_startup and pdm_startup.tpl files are located in the $NX_ROOT\pdmconf directory.
The pdm_tomcat_nxd, jsrvr.log, and stdlog.<x> files are located under $NX_ROOT\log.
$NX_ROOT is a notation for the base CA Service Desk Manager installation director; the default for $NX_ROOT in a Windows environment is ""C:\Program Files (x86)\CA\Service Desk Manager".