Modifications made to the pdm.xml file do not take effect even if the steps in the Implementation Guide are followed.

Document ID : KB000020059
Last Modified Date : 14/02/2018
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Description:

The 'How to Modify the Message Catalog' section in Appendix A of the CA Service Desk Manager 12.6 CA SDM Implementation Guide describes using the steps below when a message needs to be modified. However, even if these steps are followed, the modification will not take effect.

How to Modify the Message Catalog

To modify the message catalog, complete the following steps:

  1. Refer to the format of pdm.xml that is located in $NX_ROOT\bin.

  2. Create a customized copy of pdm.xml and place it in the $nx_root\msg_catalog directory.

  3. Add, modify, or add and modify messages in the XML message files from the previous step.

Solution:

Step #2 in the Implementation Guide is not correct.

The copy of pdm.xml should not be placed in '$NX_ROOT\msg_catalog'.

It should be placed in '$NX_ROOT\site\mods\msg_catalog'.

Here are the correct steps to modify the message that the Service Desk Manager displays.

How to Modify the Message Catalog

To modify the message catalog, complete the following steps:

  1. Refer to the format of pdm.xml that is located in $NX_ROOT\bin.

  2. Create a customized copy of pdm.xml and place it in the $NX_ROOT\site\mods\msg_catalog directory.

  3. Add, modify, or add and modify messages in the XML message files from the previous step.

  4. Restart Service Desk Manager service.