How to enable SSO (Single Sign On) for CA Service Desk Manager in Tomcat

Follow this step to enable SSO (Single Sign On) for CA Service Desk Manager in Tomcat.

• Download WAFFLE latest version from https://github.com/dblock/waffle/
• Extract the file to a temporary directory on the CA SDM server
• Browser the extracted folder, from the bin deirectory, Copy the files:
• waffle-jna-3.3.0.jar
• caffeine-2.9.3.jar
• jna-5.13.0.jar
• jna-platform-5.13.0.jar
• slf4j-api-2.0.7.jar
• Paste the files to '%NX_ROOT%\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\lib' directory on the SDM server

            NOTE: %NX_ROOT% refers to the Installation directory of CA SDM. For example, the default                location is 'C:\Program Files (x86)\CA\Service Desk Manager' on a Windows 64-bit OS.

• Backup web.xml from '%NX_ROOT%\bopcfg\www\CATALINA_BASE\webapps\CAisd\WEB-INF\web.xml'
• Open the file with a text editor and add the following content to the bottom of the file:

            <filter>
     <filter-name>SecurityFilter</filter-name>
     <filter-class>waffle.servlet.NegotiateSecurityFilter</filter-class>
     </filter>
     <filter-mapping>
     <filter-name>SecurityFilter</filter-name>
     <url-pattern>/*</url-pattern>
     </filter-mapping>

            NOTE: All of the following lines have to be placed BEFORE the </web-app> HTML tag

• Stop and start the SDM Tomcat process by running the following commands:
• pdm_tomcat_nxd -c stop
• Wait for 10 seconds
• pdm_tomcat_nxd -c start
• Done

How To Disable CA Service Desk Manager PDA Interface

To disable the CA Service Desk Manager PDA interface, you can follow these steps:

• From the CA Service Desk Manager Server, open NX_ROOT\bopcfg\www\htmpl\pda (C:\Program Files (x86)\CA\Service Desk Manager\bopcfg\www\htmpl\pda) Rename or move all folders in that folder
• Copy all folder (analyst, customer, employee) from C:\Program Files (x86)\CA\Service Desk Manager\bopcfg\www\htmpl\web\ and paste to C:\Program Files (x86)\CA\Service Desk Manager\bopcfg\www\htmpl\pda
• If you have previously customized the form group, then copy the entire folder in C:\Program Files (x86)\CA\Service Desk Manager\site\mods\www\htmpl\web into the C:\Program Files (x86) folder \CA\Service Desk Manager\site\mods\www\htmpl\pda
• Delete the web cache by running the command pdm_webcache -H
• Done

How to find out CA Service Desk manager version?

Here are several ways to find out which version of CA Service Desk Manager is installed.
1. Web Interface. Login to the ServiceDesk Web Interface -> Select Help Menu -> About. This will display the ServiceDesk Build version.
Release: 17.3
Version: 'hyd-368'

2. Version File. From ServiceDesk Server, open the "version" file located under $NX_ROOT/pdmconf folder. Example:
Version 17.3 ( hyd-368 2020-03-20T21:16:19 )

3. GENLEVEL File. From ServiceDesk Server, Open the GENLEVEL file located under the $NX_ROOT/ folder. Example:
17017023G900

4. .HIS File. From ServiceDesk Server, Open the GENLEVEL file located under the $NX_ROOT/ folder.  .HIS file. Example:
RELEASE=17.1
GENLEVEL=0000

Upgrade CA SDM r17.1 to 17.3

1. On CASDM server mount “CA Service Desk Manager 17.3 for Windows” ISO (DVD0000000002102.iso)
2. Browse the CD and right click on Setup.exe and select "Run as administrator"
3. Select the language and click "Next"
   
4. Select "CA Service Management"
   
5. Review and Accept the License Agreement Information and click "Next"
   
6. Select Microsoft SQL Server as the database type in the Database Configuration screen. Provide the database details:
   • Database Server: CADB
   • Database Name: mdb
   • Database Port: 1433
   • Database Server Instance:
   • Database Admin User: sa
   • Database Admin Password: Enter the database password of the user specified by a database admin user
   • Mdbadmin Password: Enter the password for the user specified for the MDB admin user
   • Confirm mdbadmin Password: Confirm the password.
   • Click "Next".
   
7. Click "Next"
   
   
8. Select product integration, and click "Next"
   
9. Complete Telemetry Service Setting, and click "Save & Close" and click "Next"
   
10. On Installation Prerequisites screen, click "Next"
    
11. Complete and review xFlow Analyst Interface Configuration detail, and click "Next"
    
12. On Pre-installation Configuration summary, click "Next"


13. On pop-up alert post-install step confirmation, click "Yes"
    
14. Click "Install" to start installation
    
    
    
    
15. After installation complete, click "Next"
    
    
16. On Post Deployment Summary screen, click "Finish"
    

Could not attach Document

Error message while attaching document on Unicenter Service Desk r11

'Unable to connect to ‘http://hostname:8080/Caisd/UploadServlet’.
Please make sure that the servlet path is correct, and that Tomcat is up and running.
Woul you like to retry?

Resolution:

Check wheter the tomcat is running by run “pdm_tomcat_nxd –c status” on command prompt.
If the tomcat running it should say something like this: “The Tomcat application container was started on Wed Nov 07 08:52:42 PST 2007”
If the message is something like this:

“The Tomcat application container was stopped on Wed Nov 07 09:09:05 PST 2007” or “The Tomcat application container appears to be down at this time”

It’s mean the Tomcat was stopped or down. Startup the Tomcat by running this command:

“pdm_tomcat_nxd –c start”

It’s take sometime for Tomcat to startup (for about 3 minutes). Check Tomcat status again.
If the Tomcat still could not be start, check out Tomcat log file on “C:\Program Files\CA\Service Desk\log\pdm_tomcat.log” to find errors.

Or you can to reconfigure Unicenter Service Desk by running “pdm_configure” from the command prompt. If it still failed, try to reconfigure by select to use “Tomcat server only” as web server. Check Tomcat status, if it already start, try to reconfigure using “Tomcat and IIS http Server (default)”

Test to attach document.