Service Desk Manager Requires 8dot3 Filenames Enabled

Discussion created by Jon_Israel Employee on Oct 8, 2015
Latest reply on Oct 8, 2015 by Chris_Hackett

Over the past several weeks we have had several cases come in to CA Support with subjects ranging from not being able to run certain commands, to Web Screen Painter not launching.  These cases, although the symptoms were very different, were all found to be caused by 8dot3 file naming not being enabled on the drive/volume in which Service Management is being installed.   With that, we wanted to post this as a reminder for folks as a lot of installs have been taking place recently, and this requirement, if not followed, will lead to severe ramifications such as having to completely uninstall CA Service Management, enable 8dot3 file naming, and then starting over with the installation, causing delays in implementations.


With that, we encourage anyone planning an installation/implementation of Service Management (specifically Service Desk Manager) to please see this section of the documentation:  Installation Considerations - CA Service Management - 14.1 - CA Technologies Documentation.  This will ensure that you have met all requirements, and will mitigate any risk of the ramifications that occur if the requirements are not met.


Regarding the 8dot3 file naming requirement specifically, here is the section of the guide that explains this requirement in detail:


(Applicable for Windows only) Filesystem

Complete the following steps to ensure that the filesystem where you are installing CA SDM is 8.3 enabled:

  1. Run the following command on the drive where you plan to install CA SDM:
    <installation drive>:\Users\Administrator>FSUTIL.EXE 8dot3name query <installation drive>:
    For example, if you are using the D drive to install CA SDM, then the following command must be used:
    D:\Users\Administrator>FSUTIL.EXE 8dot3name query d: 
  2. If 8dot3 name creation is disabled on D drive, the following result is displayed:
    The volume state is: 1 (8dot3 name creation is disabled).The registry state is: 2 (Per volume setting - the default).
  3. To enable, run the following command:
    <installation drive>:\Users\Administrator>FSUTIL.EXE 8dot3name set <installation drive>: 0
    For example,
    D:\Users\Administrator>FSUTIL.EXE 8dot3name set d: 0


Please keep this in mind when planning any installation of CA Service Management!