After a new Service Desk Manager installation, when a user connects to the Service Desk UI, the following error messages could be displayed:
AHD04407: CA Service Desk Manager html generation error. Could not find or process ‘login.html’
AHD04714: Unable to open file login.htmpl at ?: No such file or directory (2) userid=
Following error is seen in the STDLOG file:
AHD04714: Unable to open file login.htmpl at ?: No such file or directory (2) userid=
The *.HTMPL files in the NX_ROOT\bopcfg\www\htmpl subfolders are not present.
Service Desk Manager
All supported releases and Operating Systems
The login errors are due to the *.HTMPL files not bring created in the following folders:
NX_ROOT\bopcfg\www\htmpl\default
NX_ROOT\bopcfg\www\htmpl\pda\analyst
NX_ROOT\bopcfg\www\htmpl\web\analyst
NX_ROOT\bopcfg\www\htmpl\web\customer
NX_ROOT\bopcfg\www\htmpl\web\employee
One possible solution could be the uninstall and re-install of the Service Desk Manager application.
Another possibility is that considering the PDM_CONFIGURE process should rebuild the HTMPL files, using the content of the TAGGED and XML subfolders, the following approach can be taken:
1. Verify that the XML and TAGGED sub-directories under the following folders exist and contain files:
NX_ROOT\bopcfg\www\htmpl\default
NX_ROOT\bopcfg\www\htmpl\pda\analyst
NX_ROOT\bopcfg\www\htmpl\web\analyst
NX_ROOT\bopcfg\www\htmpl\web\customer
NX_ROOT\bopcfg\www\htmpl\web\employee
2. If so, open the NX_ROOT\site\config.properties file with a text editor and make the following changes:
a. Search for the ‘resources.created’ parameter
b. If it is set to ‘1’, change it to ‘0’ in order to have resources.created=0
c. Save the changes to the file
3. Re-run the PDM_CONFIGURE process
4. After PDM_CONFIGURE has completed, please verify that there are HTMPL files in the following directories:
NX_ROOT\bopcfg\www\htmpl\default
NX_ROOT\bopcfg\www\htmpl\pda\analyst
NX_ROOT\bopcfg\www\htmpl\web\analyst
NX_ROOT\bopcfg\www\htmpl\web\customer
NX_ROOT\bopcfg\www\htmpl\web\employee
The resource.log file, placed in the NX_ROOT\log folder, provides details about the creation of the HTMPL files