In CA Service Desk Manager (SDM) r12.9, the ODBC Server and Client drivers/services may not install during the initial installation. The CA SDM ODBC Client and Server services are necessary for CA Business Intelligence (CABI) reporting to function.
During the installation, below error appears:
This issue occurs if the Windows 8.3 directory/file notation is not enabled.
As indicated in the CA SDM r12.9 Release Notes documentation, it is mandatory to enable 8.3 directory/file notation on Windows prior to the CA SDM installation.
To resolve this issue, uninstall CA SDM (including deleting the CA SDM installation directory - NX_ROOT), enable 8.3 directory/file notation and then reinstall CA SDM.
For the steps to enable 8.3 directory/file notation within the Windows Server OS, please contact your Windows Administrator or refer to the Online Help and support documentation for your operating system.