How to reset the Access Type 'Web User Interface Type' from 'None' to 'Administrator' if it has been accidentally changed?

Document ID : KB000025192
Last Modified Date : 14/02/2018
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The "Web User Interface Type" for the Access Type "Administrator" can be accidentally set to "None."

This prevents logging in as an Administrator. It cannot be changed back through the interface on a default system.

How can this be functionality be restored?


On a command prompt on the service desk server, run the following command:

pdm_extract -f "select id, interface_type, sym from Access_Type where sym='Administrator'" > administrator.txt

NOTE: If you are using a different Access Type for the "Administrator" Access Type, you can change the value of sym in the where clause above from Administrator to the different Access Type's sym.

Copy the resulting administrator.txt file to a safe location as a backup. Please see the WARNINGS section at the end of this document.

Open administrator.txt in a text editor such as MS Notepad. The file should look similar to this example:

TABLE Access_Type
   id interface_type sym
   { "2402" ,"0" ,"Administrator" }

The id of "2402" is the default id for Administrator on a newly installed system. Under rare circumstances, it may be different.
In this example, change the value of the interface type from "0" to "3" as below. Save the file to administrator_new.txt:

TABLE Access_Type
   id interface_type sym
   { "2402" ,"3" ,"Administrator" }

Run the following command to update the changes to the database:

pdm_load -m -u -f administrator_new.txt

Try logging in to Service Desk.

If still unable to log in, please contact CA Support for further investigation, providing the above files and the Service Desk /log directory for review.


This solution may be destructive to data and lead to the complete loss of functionality of CA systems.

This solution directly overwrites data in the CA MDB without going through the Service Desk interface for data validation.

Have a complete good backup of the CA MDB before commencing.
Do not overwrite an existing good backup, as the values that are being updated (above) will be present in a good backup and may be restored in a worst case scenario.

Like many Service Desk command line procedures, this procedure enables any user with access to the server to reset security or destroy data. For this reason, access to run these commands should be restricted in a production environment.


Installation Tip:

In order to prevent this type of accident, setup more than Access Type that has Administrator Access, and have more than one user with this level of access. Then in the event of accidentally locking out the system from one Access Type, the other is still available through the interface.