Unable to run pdm_* commands such as pdm_configure or pdm_status

Document ID : KB000008594
Last Modified Date : 14/02/2018
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Issue:

When attempting to run any pdm_* commands such as pdm_configure or pdm_status on a Service Desk Manager server, you may get one of the following errors:

"NX KEY wasnt in the environment"

or

"Cannot find Java Runtime Environment" 

Environment:
CA Service Desk Manager on Windows - ANY VERSION
Cause:

This may be caused by the paradigm.ini file pointing NX_ROOT to an incorrect directory.

Resolution:

First, on the command line, gather the "short name" path for where Service Desk is installed.  To do this, open a command window, and navigate to the root of the drive where Service Desk is installed.  Then run "dir /x" which will show you the short name for the directories located on that drive. For example, if Service Desk is installed on the C:\ drive, navigate to the root of the C:\ drive and then run "dir /x":

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Since we know Service Desk is installed in C:\Program Files (x86), run "cd PROGRA~2":

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Next, run "dir /x" again to get the listing for the PROGRA~2 directory:

3.PNG

Here you can see there is no short name for the "CA" directory - so just type "cd CA" to navigate to that directory:

4.PNG

Then run "dir /x" again to get the short names for all sub directories:

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So here, you can see the short name for the Service Desk Manager installation directory is SERVIC~1.

Thus, the full short name path for the Service Desk Manager installation directory in this example would be:

C:\PROGRA~2\CA\SERVIC~1

 

Next, open the file C:\Windows\paradigm.ini in a text editor, and ensure that the NX_ROOT and NX_LOCAL variables point to the proper short name directories.  For our example, it would like like the following:

6.PNG

Ensure that your paradigm.ini file points to the proper short name for the installation directory of CA Service Desk Manager on your environment.

After correcting the paradigm.ini file, test running a pdm_status command, and it should now work.