Unable to apply patches to a Service Desk Manager R12 5 that was installed using DVD03092318E iso

Document ID : KB000050186
Last Modified Date : 14/02/2018
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Description:

When Service Desk r12.5 CA SDM is installed using DVD03092318E.iso, the modify date for all of the installed deliverables is 26 May 2011 or later. If ApplyPTF is later used to apply a patch which includes deliverables that have a timestamp before that date, then those deliverables are skipped and as a result the patch is not applied properly.

The solution for this situation is to change the timestamps of all of the folders and files in the installation to 18 March 2010. Then re-apply all patches listed in the patch history (.HIS) file as well as any new patches.

Later in the document we also cover a use case scenario on how to apply the following published patches to Service Desk Manager r12.5 CA SDM with English Language Pack running on the Windows platform: APAR RO33644, Cumulative Patch #1 RO27420, Cumulative Patch #1 Language Pack RO27429 (contains RO274201 for English platform), Jumbo Patch (Hyper) RO29142 and Patch RO29199

The same procedure can be used with other language packs and other operating systems.

Important Note: These instructions ARE NOT intended as a replacement to the required steps documented in the README files included with each patch. These instructions are meant to provide an overview on how best the patches can be applied. Please refer to the individual patch readme files for detailed instructions on how to apply each patch and on the required post install instructions.

Steps to Reproduce:

  1. Install Service Desk Manager r12.5 CA SDM with DVD03092318E.iso
  2. Download r12.5 CA SDM Cumulative patch # 1 (RO27420) from http://support.ca.com
  3. Apply the patch using ApplyPTF

Result:

ApplyPTF will not install deliverables from the patch that have a timestamp older than the modify date of the files currently installed. This will result in unexpected behavior when using Service Desk Manager.

Does this situation apply to you?

To determine whether or not you installed Service Desk Manager r12.5 CA SDM using DVD03092318E.iso, check the timestamp of the $NXROOT directory. If you installed using DVD03092318E.iso, the date modified timestamp for the directory and the GENLEVEL file that exists is 26 May 2011 or later.

Note: In case you already ran a date reset tool previously, the above time stamp may show an older date (03/18/2010). In this case, if you are fairly sure that you installed Service Desk Manager r12.5 CA SDM using DVD03092318E.iso, you can follow the below steps and re-apply the patches.

Also note that it is best practice when applying patches to review the ApplyPTF output messages and log to confirm that patches have been installed correctly in their entirety.

Resolution:

The above can be resolved by using a tool that changes the Date Attribute of the Service Desk installation folder ($NXROOT) and the folders and files under it to 18 March 2010. CA originally recommended following the instructions in APAR RI31105, but this has since been withdrawn. A new informational solution has been published to replace - RO33644.

Steps:

  1. Identifying NX_ROOT (the Service Desk Manager installation directory):

    1. On the Service Desk Manager server, view the file c:\windows\paradigm.ini in a text editor. There is an entry in this file called NX_ROOT. This value indicates the directory path where Service Desk Manager was installed.

      Example:

      Contents of c:\windows\paradigm.ini:

      [PARADIGM]
      NX_ROOT=E:/PROGRA~2/CA/SERVIC~1
      NX_LOCAL=E:/PROGRA~2/CA/SERVIC~1

      NX_OS_TYPE=WINNT
      [Product]
      type=CA Service Desk Manager
      version=12.5 CA SDM.0.572

      In this example, E:\PROGRA~2\CA\SERVIC~1 is NX_ROOT.

    2. You could also identify NX_ROOT by
      1. open a command prompt
      2. type this command and hit enter: nxcd
      3. Note the directory name - this is NX_ROOT.

      Example:

      C:\>nxcd
      nxcd: Use popd to return.
      C:\PROGRA~2\CA\SERVIC~1>

      In this example, C:\PROGRA~2\CA\SERVIC~1 is NX_ROOT.

  2. Shutdown Service Desk Manager by stopping the CA Service Desk Manager service

  3. Take a backup of the entire NX_ROOT directory. Copy/Paste of NX_ROOT using Windows Explorer is OK, but an actual server backup is preferred

  4. Apply patch RO33644 using ApplyPTF by following the install instructions included with RO33644

  5. Identify the PERL script the patch creates and copy it to the root of your system drive (i.e. C:\)

  6. Open a command prompt and change to the location where you have copied the above script to (i.e. C:\)

  7. type: pdm_perl ResetDate.pl and hit ENTER

  8. When prompted for the Service Desk Installation folder, provide the exact NX_ROOT value you grabbed from Step A above (i.e. E:\PROGRA~2\CA\SERVIC~1)

    Warning: If you provide any other directory the PERL program will reset the time stamps in that directory as well so be careful

  9. The program will automatically reset timestamps on ALL files in NX_ROOT (recursively) to March 18 2010.

  10. Allow the program to complete before continuing.

  11. You are now ready to apply Service Desk Manager r12.5 CA SDM Cumulative #1 patch, hyper patches, and the other patches listed after Cum #1 in your patch history file in the same order (except RO33644 - do not reapply this). When using applyptf to reinstall the patches, applyptf may indicate that the patch is already installed; in that case, it asks whether or not you want to reinstall it - you should reply Yes.

Important Note! If you had unpacked some patches using "cazipxp -u", and placed them in the $NX_ROOT\patches directory, the date reset script would have changed the time stamps on those files. So, applying patches using those files would cause problems. To avoid problems, the instructions for each patch must be followed again exactly. For example, if the instructions include a manual step to run "cazipxp -u" to unzip the .CAZ patch file and then select the resulting .JCL file when running applyptf (such is the case with patch RO29142), then that cazipxp step must be performed again.

Additional Note: The date reset script also changes the timestamps of the files under $NX_ROOT\site\mods, the directory for customizations.

Sample Scenario to install Service Desk Manager 12.5 CA SDM Cumulative#1 on Windows English platform:

  1. Download r12.5 CA SDM Cumulative#1 (RO27420) and its Language Pack (RO27429), JUMBO Patch (RO29142), Patch RO29199 and RO33644 from CA Support Online (https://support.ca.com/irj/portal/anonymous/phpsupcontent?contentID={2562A7B3-7C04-4808-B7CF-DD6EE40899EC}).

  2. DO NOT unpack any of the above CAZ files yet.

  3. Install RO33644 by folllowing the instructions included with RO33644.

    NOTE: You can use the steps 1-10 above as reference when applying RO33644.

  4. Using ApplyPTF, install Cumulative #1 (RO27420) by following the steps in RO27420.txt

  5. Using ApplyPTF, install the Cumulative patch #1 language pack (RO27429).

    Important Note: All that RO27429 does is to copy various language packages into $NX_ROOT\patches on the Service Desk server. Follow the steps in RO27429.txt for instructions on how to apply the appropriate language pack (Note: $NX_ROOT refers to the Service Desk Manager Installation directory. The default $NX_ROOT is C:\program files\CA\Service Desk Manager for Windows and /opt/CAisd for UNIX).

  6. Using ApplyPTF, install the English Language pack (RO27421) by following the instructions in RO29142.txt

  7. Follow the post install steps for Cumulative#1 by going through the Post_Installation_Steps__backout_procedure_for_Cum#1_in_Windows.txt file referenced in RO27420.txt

  8. Extract the Jumbo patch (RO29142) using the instructions provided in RO29142.txt (Note: You will be required to rename a couple of files before you apply this fix or else the patch will not install).

  9. Using ApplyPTF, install the Jumbo patch (RO29142) following the instructions provided in RO29142.txt

  10. Using ApplyPTF, install RO29199 using the instructions provided in RO29199.txt

FAQs:

  1. What should I do if my Service Desk Manager is hosted on LINUX/UNIX?

    Answer: Follow the steps in RI33028 from support.ca.com

  2. Would it matter if I am not using a non-US time locale to apply the above RO33644?

    Answer: No. It should reset the file timestamps to March 18 2010, no matter what the Time locale is. The RO33644 fix was tested on non-US time locale hosts as well.

  3. If I re-apply the above patches again, should I follow the post install steps for Service Desk Manager 12.5 CA SDM Cumulative #1 again?

    Answer: Yes. You should go through the post install steps again

  4. What if I installed Service Desk Manager 12.5 CA SDM using the original 12.5 CA SDM DVD (not DVD03092318E.iso)

    Answer: You do not have to apply RO33644 as you do not have to reset the time stamps. Service Desk Manager 12.5 CA SDM Cumulative #1 patches should apply properly. Simply follow the instructions provided with those patches.

  5. What should I do when I am using a different language pack for Service Desk Manager

    Answer: You need to install the appropriate language pack that is included with RO27429. Refer to RO27429.txt for a list of other language packs