Cannot run Summary or Detail reports after changing Unicenter Service Desk Server services to start with a user other than Local System.

Document ID : KB000054531
Last Modified Date : 14/02/2018
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Description:

In a windows environment, some users may find it necessary to change the CA Service Desk Server services "Log On As" with a domain user or a user other than Local System.

The screen shots below show the process of changing a service to start under a specific user account (see Figure 1, Figure 2, Figure 3, and Figure 4).

Figure 1:
Figure 1

Figure 2:
Figure 2

Figure 3:
Figure 3

Figure 4:
Figure 4

After having made this change and recycling services, users may experience the following error when attempting to run either the Summary or Detail reports from within Service Desk:

Figure 5:
Figure 5

Solution:

Locate the NX.env environment file in $NX_ROOT (root install directory of the Service Desk application) and open it in a word editor. Append the following variable to the bottom of the NX.env file:

@NX_PARADIGMUSER=<your account for the service>

You will append the user you have designated as the user that replaced Local System. Based on the screenshots above an example of this would be:

@NX_PARADIGMUSER=<your account for the service>

It is not necessary to specify domain information for the user in the @NX_PARADIGMUSER variable.