Out of box System Accounts created in Service Desk Manager

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Detailed information on the out of box System Accounts created during the installation of Service Desk Manager.

Environment

CA Service Desk Manager

12.x, 14.1 and 17.x

All Supported Operating systems

Resolution

These are system generated user accounts.  Each user is used by Service Desk Manager to perform tasks like closing/generating/editing a ticket for integration purposes.

In summary, here is what each user is used for:

• System_AHD_generated: Used to execute CA Service Desk Manager ticket related functions
• System_AM_User: CA Client Automation (ITCM) integration
• System_Argis_User: CA IT Asset Manager (Argis) integration
• System_CAWF_User: CA Classic Workflow integration
• System_CMDB_Visualizer_User: CA CMDB Visualizer integration
• System_MA_User: CA Client Automation (ITCM) integration
• System_NSM_generated: CA NSM integration
• System_SA_User: CA Service Desk Manager Support Automation integration
• System_SD_User: CA Client Automation (ITCM) Software Delivery integration
• System_Bot_User: CA Service Desk Manager Virtual Analyst (VA)/Chatbot integration
• System_CASM_Admin: CA Service Catalog integration

The System_AHD_generated user should NOT be inactivated and should have a role that does not have a data partition assigned.

The others can be inactivated if integration with that product/module is not used.