Upgrading Service Desk Manager 12.6

Document created by Vlad Silverman on Mar 24, 2016Last modified by Vlad Silverman on Apr 1, 2016
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Upgrading CA Service Desk Manager 12.6

Reasoning for the upgrade.

CA is discontinuing support for CA Service Desk Manager and Unicenter Service Desk 12.7 and CA Service Desk Manager and Unicenter Service Desk 12.6, all Languages, all Service Packs/Cumulative Releases, beginning Thursday, December 31, 2015.  This will allow our Development organization to more effectively focus its resources on and add value to the next release of CA Service Desk Manager.


At this time, we encourage you to plan for the migration to CA Service Desk Manager 14.1 as soon as possible, so you can take full advantage of the latest new features and enhancements this release has to offer.  For additional information on CA Service Desk Manager 14.1, please visit the Service Desk Manager product pages at CA Support Online (https://support.ca.com/) or our new wiki site for CA Service Management 14.1 (https://wiki.ca.com/display/CASM1401).


General Notes from CA

As CA Technologies would like to help make your upgrade to CA Service Desk Manager 14.1 as straightforward and successful as possible, we are offering the following:

§  A no-charge software upgrade from CA Service Desk Manager 12.7 and CA Service Desk Manager 12.6 to CA Service Desk Manager 14.1 for any customer with an active maintenance contract.

§  Documentation to help prepare you for your upgrade to CA Service Desk Manager 14.1 can be viewed at CA Support Online (https://support.ca.com/).

§  CA Services is available to provide consulting services for any or all parts of the upgrade, including analysis of the current system, preparation for the upgrade, testing, and performing the upgrade itself. Please visitwww.ca.com/services.

§  Qualified local CA Partners are also able to assist in any or all parts of the upgrade, including analysis of the current system, preparation for the upgrade, testing, and performing the upgrade itself. For more information and a list of partners in your area please contact your local CA Channel Partner Group office, (http:/www.ca.com/partners.aspx).

§  CA Technologies is committed to providing superior support to our customers using our technology solutions.  CA Extended Support, one of the CA Technologies support offerings, is designed to extend support for CA Technologies software product versions or releases that have reached their End of Service Date.  CA Extended Support may be available for a defined period not to exceed 18 months from the End of Service Date.  Please visit our website, CA Support Online (https://support.ca.com/), for more information.


Please note that customers licensed for Unicenter Service Desk 12.7 or Unicenter Service Desk 12.6 are entitled to Unicenter Service Desk 12.9, but must upgrade their licenses to CA Service Desk Manager to receive CA Service Desk Manager 14.1. Please contact your local CA Account Manager for more information.


If you have any questions regarding the support schedule, please contact CA Service Desk Manager Support at CA Support Online (https://support.ca.com/), your local CA Account Manager, a member of the Customer Success Team,or CA Customer Care online at http://www.ca.com/us/customer-care.aspx where you can submit an online request using the Customer Care web form: https://communities.ca.com/web/guest/customercare.  You can also call CA Customer Care at +1-800-225-5224 in North America or see http://www.ca.com/phone for the local number in your country.


Things to consider

  • CA SDM supports upgrade from r12.6 for all supported platforms. For Windows, you can upgrade directly from r12.6.
  • You manually added a variable in the NX.env file or updated a variable value and want to retain these variables after the migration. Ensure that you add these variables to the NX.env template file before the configuration and migration.
  • CA SDM only supports ITIL. If you are upgrading from a non-ITIL system, the installation updates you to an ITIL environment.
  • If you are planning to migrate from an earlier version of CA SDM to the current version, before migrating validate that the servlet path URL (in each Repository Server) is in the correct format. To validate, complete the following steps:
  • On Linux/UNIX, CA SDM no longer uses the smtp_mail script to process outgoing mail notifications. If you are an existing customer using smtp_mail, and you upgrade to the current release, your administrator must configure the appropriate mail options using the Default Mailbox Detail page to enable the mail notification feature of CA SDM.
  • If a previous version uses domsrvr:01, rename the server ID before starting the upgrade. Execute thepdm_edit.pl command and update the domsrvr ID from 01 to another ID value.

Note: The CA Service Desk Manager 14.1 enhances the pdm_edit command to provide an easier interface to configure the servers. As part of this enhancement, the domsrvr:01 name for object manager is reserved and cannot be used by the custom configuration.


Planning SDM Installation on Windows Server 2012

After reviewing the considerations section in this document, keep the following checklist in place while you are installing CA SDM, to ensure that none of critical steps is missed.


Installed the database of your choice (SQL Server or Oracle).

Decided the type of configuration (advanced availability or conventional) that you would want to implement.

Decided the number of servers required for the CA SDM installation.

Ensured that the hardware and software requirements are met.

To help ensure that you can configure the product and components on the Microsoft SQL Server, you completed the following steps:

    1. Enabled TCP/IP on the computer on which you want to perform the installation and configuration.
    2. Obtained the following information:
        • The named instance of the server that is running Microsoft SQL Server.
        • The Microsoft SQL Server database user name and password.
        • The Microsoft SQL Server database port number.

CA Service Management and SDM

The following diagram shows the place of SDM inside Service Management functionality

CA Service Management Imp

CA SDM Architecture




NOTE:     Above processes are distributed between Primary Server and Secondary Servers.  This distribution of processes is outlined in more details by Jon_Israel in CA SDM Architecture crush course


Documentation on Service Management Components

Detailed latest documentation on Service Management Components may be explored by navigating the following links:

- CA Process Automation

- CA Asset Managent

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