Configure Service Desk Manager to use FQDN or Alias
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Configure Service Desk Manager to use FQDN or Alias


Article ID: 9595


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


We often prefer to open an application with an alias or FQDN to avoid to expose the server's hostname and make replacement of ServiceDesk server not impacting users.

This article discuss how to do all things to hide hostname without manual change in Service Desk after the install. It does all change to have attachment window opened with the FQDN, notification sent by email with FQDN (hostname not visible for users)


Service Desk 12.9, 14.1 and 17

Windows 2008, Windows 2012


We have to use these configuration in pdm_configure "Object Manager Display Name" and "Web Host"

1. On the ServiceDesk Server
verify ping to alias return the ip of this server

2. pdm_configure
define the alias/fqdn in the configuration page

Changes done by pdm_configure

All of the changes was done by pdm_configure, except NX_LOCAL_SERVLET_SERVER_URL still pointing to the hostname. We have to modify this variable to FQDN

Additional Information

export call the servlet with this variable NX_LOCAL_SERVLET_SERVER_URL