After upgrading from Service Desk r11.2 to Service Desk Manager r12.5 or r12.6, some webengines are missing.

Document ID : KB000021886
Last Modified Date : 14/02/2018
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Description:

After having upgraded Service Desk from r11.2 to Service Desk Manager r12.5 CA SDM, pdm_status no longer displays previously-added web engines. However, when running a pdm_edit.pl script we can see the web engines that were added in r11.2 listed under object managers and web engines. We have backups of the configuration files from before the upgrade, can we restore these files?

Solution:

Unfortunately you cannot use the previous version's configuration files; pdm_edit.pl must be run to create the web engines.

First, delete the $NX_ROOT\samples\pdm_startup.dat file. Next, run "pdm_perl pdm_edit.pl" to refresh your list of object managers and web engines.

For additional information, please see the Service Desk Manager Implementation Guide and the file, $NX_ROOT\samples\pdmconf\pdm_edit_usage_notes.html (where $NX_ROOT is your Service Desk installation directory on your primary server).