After cloning and renaming a CA Service Desk Manager (CA SDM) 12.9 Application server, the pdm_configuration process will fail to complete

Document ID : KB000056539
Last Modified Date : 14/02/2018
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If an Application server from a CA SDM environment, which is configured in Advanced Availability mode, is cloned and then renamed, the pdm_configuration process will fail to complete. There may be errors stating that the configuration process is unable to find the server in the server list.


If a CA SDM Application server is renamed, there will still be references to the old server name's information that will prevent the CA SDM Configuration process from completing successfully.

To resolve the problem, follow these steps:

1. Assuming that the CA SDM Background server is functional, log into the Background server and access the Administration tab. Go to "System" and "Servers". A new entry should be created for the new server's name.

2. On the CA SDM Application server, go into the Service Desk Manager install folder (NX_ROOT) and open the "site" folder. Within the folder is a file called "".  Make a backup of the file and then open it with a text editor.

3. Find any reference to the old CA SDM Application server's name and replace them with the new CA SDM Application server's name.

Please note: The CA SDM Application server's name is case sensitive - please make sure to adjust the values with the exact name of the renamed server

4. Run the CA SDM pdm_configure process, which should now be allowed to complete successfully.