After upgrading Service Desk Manager from 12.x to 14.1, missing jar files prevents WSP and pdm_configure from working.

Products

• 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

After upgrading Service Desk Manager from 12.x to 14.1, when attempting to launch Web Screen Painter (WSP) it never opens, a command prompt window opens in the background and then it just disappears, no error is prompted or recorded in the logs.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Cause

This problem occurs when one of the below mentioned files are missing from the $NX_ROOT/java/lib directory, that prevents WSP to be launched.

Note: $NX_ROOT refers to the ServiceDesk installation directory.

domsrvr_utils.jar

pdm_intrvlog_nxd.jar

slump.jar

log4j-1.2.15.jar

sd-utils.jar

The files could be removed or blocked during the installation or upgrade process, due the following reasons:

• Antivirus software
• Security software
• Installation of the software from a network drive
  
• Domain policy restrictions
• Not running the installer with full local administrative rights

Minimum prerequisites for the installation of SDM can be found in the official documentation in the following link

Resolution

This concern has been addressed as CA Service Desk Problem #3766.  To obtain the appropriate fix, please open a support case to address the issue.