CP4 Incremental patch install failed during the post installation configuration step as the Service Desk services were unable to start

Document ID : KB000008421
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

When installing the cumulative CP3 or CP4 patches to an existing Service Desk r14.1. installation, the patch installation may fail in the post-install configuration step when trying to start the Service Desk services.

The following errors can be seen in the stdlog:

09/08 16:12:23.48  srvcdesk1 pdm_d_mgr 2680 ERROR parser.y 1086 D:/PROGRA~1/CA/SERVIC~1/pdmconf/pdm_startup (527) at "(" (Macro not defined:) 
09/08 16:12:23.49 srvcdesk1 pdm_d_mgr 2680 ERROR mgr_os_if.c 1645 Syntax error detected in pdm_startup file. see logfile for details. 

They indicate a problem with the pdm_startup file.

 

Environment:
CA Service Desk Manager r14.1 when installing the CP3 or CP4 patches.
Cause:

The CP3 and CP4 patches replace the NX_ROOT\pdmconf files pdm_startup.i and pdm_startup.i.tpl. However, applyptf will only replace these files if the dates of the files being replaced are prior to those contained in the patch. If the pdm_startup.i file has been updated so that it's last update date/time is more recent than those included in the patch, the files will not be replaced. if the files are not replaced, the macros for the Heat Weather Daemon (PDM_HW_NXD) and the Elastic Search (PDM_ES_SEARCH_NXD) will not be defined. The is the reason the above errors are seen in the stdlog and the startup of Service Desk fails.

 

 

 

 

 

Resolution:

The following workaround will stop the problem occurring when applying the CP3 or CP4 patches.

 

1. Firstly, take a backup of the pdm_startup.i and pdm_startup.i.tpl files in the NX_ROOT\pdmconf folder. 

 

2. Copy the lines between the ==== below to the end of the pdm_startup.i.tpl file in the NX_ROOT\pdmconf folder. 

 

==== 

; Macro name: PDM_HW_NXD ; Description: Starts the Heat and Weather Daemon (PDM_HW_NXD). 

#define PDM_HW_NXD(_TAG, _HOST, _SLUMP_NAME) 

[ _TAG ] 

host = "_HOST" 

command = "$NX_JRE_INSTALL_DIR/bin/java -Djava.net.preferIPv4Stack=false com.ca.ServicePlus.HeatWeather.HeatWeatherDaemon -r $NX_ROOT -l _SLUMP_NAME" 

slump_name = _SLUMP_NAME 

display = "Heat Weather (pdm_hw_nxd)" 

restart 

classpath = "$NX_ROOT/bin/HeatWeather.jar:$NX_ROOT/java/lib/slump.jar:$NX_ROOT/java/lib/sd-utils.jar:$NX_ROOT/java/lib/log4j-1.2.15.jar:$NX_ROOT/site/cfg:$NX_ROOT/java/lib/axis.jar:$NX_ROOT/java/lib/commons-discovery.jar:$NX_ROOT/java/lib/commons-logging.jar:$NX_ROOT/java/lib/jaxrpc.jar:$NX_ROOT/java/lib/saaj.jar:$NX_ROOT/java/lib/wsdl4j.jar:$NX_ROOT/java/lib/xercesImpl.jar:$NX_ROOT/java/lib/xml-apis.jar:$NX_ROOT/java/lib/jsafeFIPS.jar:$NX_ROOT/java/lib/commons-httpclient-3.0.jar:$NX_ROOT/java/lib/concurrent.jar:$NX_ROOT/java/lib/Safe.jar:$NX_ROOT/java/lib/httpcore-4.2.4.jar:$NX_ROOT/java/lib/httpclient-4.2.5.jar:$NX_ROOT/java/lib/commons-codec-1.3.jar:$NX_ROOT/java/lib/mail.jar:$NX_ROOT/java/lib/activation.jar:$NX_ROOT/java/lib/dom4j.jar:$NX_ROOT/java/lib/jaxen-1.1.1.jar:$NX_ROOT/java/lib/not-yet-commons-ssl-0.3.10.jar:$NX_ROOT/java/resources:$NX_ROOT/java/lib/json-simple-1.1.1.jar" 

redirect_stdio 

SINGLETON_REPLACE 

 

; ----------------------------------------- Search Deamon related definition Begin ----------------------------------------- 

; Macro name: PDM_ES_SEARCH_NXD 

; Description: Elasticsearch Event Listener for SDM Events 

 

#define PDM_ES_SEARCH_NXD(_TAG, _HOST, _SLUMP_NAME) 

[ _TAG ] 

host = "_HOST" 

command = "$NX_JRE_INSTALL_DIR/bin/java com.ca.casm.sdm.event.ESMajicListener" 

slump_name = _SLUMP_NAME 

display = "Search Deamon(es_ebl)" 

classpath = "$NX_ROOT/java/lib/esEventHandler.jar:$NX_ROOT/java/lib/httpclient-4.5.1.jar:$NX_ROOT/java/lib/httpcore-4.4.3.jar:$NX_ROOT/java/lib/commons-logging-1.2.jar:$NX_ROOT/java/lib/commons-codec-1.9.jar:$NX_ROOT/java/lib/jackson-databind-2.6.2.jar:$NX_ROOT/java/lib/jackson-annotations-2.6.0.jar:$NX_ROOT/java/lib/jackson-core-2.6.2.jar:$NX_ROOT/java/lib/log4j-1.2.17.jar:$NX_ROOT/java/lib/slump.jar:$NX_ROOT/java/lib/jsafeFIPS.jar:$NX_ROOT/java/lib/sd-utils.jar:$NX_ROOT/java/lib/sqljdbc.jar:$NX_ROOT/java/lib/ojdbc7.jar:$NX_ROOT/java/lib/gson-2.5.jar:$NX_ROOT/site/cfg/" 

restart 

 

; ----------------------------------------- Search Deamon related definition End ----------------------------------------- 

==== 

 

3. Run the CP3 or CP4 patch installer and have it apply the post-installation steps. 

 

4. Once complete, verify that the above macro definitions are contained in both the pdm_startup.i and pdm_startup.i.tpl files in the NX_ROOT\pdmconf folder and that Service Desk is started successfully.