We are doing our first upgrade, going from 14.1 to 17.0 (14.1 was our first version). I am onto Service Catalog and USS update. In the installer, I select use existing database in the Unified Self-Service step and add the "Company Admin Name" and "Company Admin Password" (using CASMAdmin and the password) and I get an error: "Unable to login to the selected Company. Verify the user credentials". I have read everything I could get my hands on but need help understanding a few things. I see the CASMAdmin in Service Desk, Service Catalog, and USS Control Panel but when I "fetch EEM data" from Service Catalog it says it is not in there. When I log into EEM I do not see that account which confirmed it is not in there.
Is the reason I am getting this error because it is trying to directly "log in" to USS from the installer and since there is no account in EEM it can't? I saw an article but since my first version is 14.1 didn't know if it applied here. Can this be corrected by adding the username and existing per this documentation: https://communities.ca.com/thread/241778904-how-to-change-ca-service-management-admin-credentials
If not, is the next likely scenario that the credentials (password) is wrong? If so, can I change it from the Control Panel since it is not in EEM (I see the option in the Control Panel). Sorry for the long post.