Steps to increase the JVM Heap Size for Tomcat in CA Service Desk Manager

Document ID : KB000024814
Last Modified Date : 14/02/2018
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This document shows how to increase the JVM Heap Size for Tomcat in CA Service Desk Manager



By default CA Service Desk Manager (SDM) is configured with 512 MB for the JVM Heap Size (or Tomcat Memory configuration), and it is not unusual the need to increase this value along the time.

The maximum recommended value is 1024 - as the Tomcat in use is 32bit.

Setting it to 2 GB will not work on most installations.

A few installations are able to work with 1.5 GB configured, but note that usually, 1024 addresses the SDM Tomcat needs.

It is required to have the Tomcat process recycled so the changes can take effect. 

This short unavailability should affect attachments, exports, web services integrations or access to SDM if done on port 8080 until the Tomcat service starts again.



CA Service Desk Manager r12.x and r14.1 on both Windows and Unix/Linux type environments.

Applies also to Advanced Availability (AA) or Conventional SDM r12.9 and r14.1 environments.



Prior to changing the files, make a backup copy of NX_ROOT\NX.ENV and NX_ROOT\pdmconf\NX.env_nt.tpl.

Next, proceed as follows:

  1. Adjust the option in NX.ENV file:

    pdm_options_mgr -c -s JAVA_OPTIONS -v " -Xms64M -Xmx1024M" -a pdm_option.inst 

  2. Adjust the option in NX.env_nt.TPL file:

    pdm_options_mgr -c -s JAVA_OPTIONS -v " -Xms64M -Xmx1024M" -a pdm_option.inst -t

  3. Open the NX_ROOT/NX.env file in a text editor and validate the change was applied: -Xms64M -Xmx1024M

  4. Recycle the Tomcat service:

    pdm_tomcat_nxd -c stop

    pdm_tomcat_nxd -c status

    pdm_tomcat_nxd -c start

    pdm_tomcat_nxd -c status

  5. Validate the change was successful, by opening the NX_ROOT\log\stdlog.x and confirming the Tomcat startup shows the new number: "1024", by searching for "Starting SERVICEDESK Tomcat".

    For example:

    06/16 09:49:53.97 myserver pdm_tomcat 2644 SIGNIFICANT pdm_tomcat.c 1373 Starting SERVICEDESK Tomcat:
    "C:\Program Files (x86)\CA\SC\JRE\1.7.0_10\bin\javaw" -Xrs -Xms64M -Xmx1024M
    -Djaas.config=C:\PROGRA~2\CA\SERVIC~1\add-ons\caflow\jaas.config\PROGRA~2\CA\SERVIC~1\add-ons\caflow\jaas.config -Djava.awt.headless=true -Djava.endorsed.dirs="C:\Program Files (x86)\CA\SC\tomcat\7.0.23"\common\endorsed
    -classpath "C:\Program Files (x86)\CA\SC\tomcat\7.0.23"\common\lib\tools.jar;"C:\Program Files (x86)\CA\SC\JRE\1.7.0_10"\lib\tools.jar;
    "C:\Program Files (x86)\CA\SC\tomcat\7.0.23"\bin\bootstrap.jar;"C:\Program Files (x86)\CA\SC\tomcat\7.0.23"\bin\tomcat-juli.jar;
    -Dcatalina.base=C:\PROGRA~2\CA\SERVIC~1\bopcfg\www\CATALINA_BASE -Dcatalina.home="C:\Program Files (x86)\CA\SC\tomcat\7.0.23"\PROGRA~2\CA\SERVIC~1\bopcfg\www\CATALINA_BASE\temp org.apache.catalina.startup.Bootstrap start

  6. Confirm you can successfully login to the Service Desk web interface through the Tomcat URL.

    For example:



Additional Information:

The following document describes how to increase the Java Virtual Memory heap size for Tomcat in CA Service Desk r11.2:

TEC418959 - Procedure to increase Tomcat memory for Service Desk R11.2

For AA installations, proceed as per document:

TEC1788456 - Best Practice for PDM_OPTIONS_MGR Changes in a Service Desk Manager (SDM) Advanced Availability (AA) Installation