What Operating System privileges are needed for the user running the ServiceDesk Installation/Implementation, and/or Administration of a ServiceDesk environment ?

Document ID : KB000012931
Last Modified Date : 14/02/2018
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Question:

What Operating System privileges are needed for the user running the ServiceDesk Installation/Implementation, and/or Administration of a ServiceDesk environment ?  

Answer:

System administrators and administrators use their operating system knowledge to install the product for the first time, upgrade the product from version to version, and configure the product based on the implementation requirements.

Implementing/Administering/Maintenance of the CA ServiceDesk Manager application may require at least the following tasks :

* Start / Stop / Recycle SDM services
* Remote Desktop Access to Primary/Secondaries Servers or Background/Standby/Application Servers
* Create OS users and set passwords (pdm_configure utility)
* Enable / Restore trace levels for all the application modules, for a particular facility or for a particular process
* Install / Modify / Reinstall / Repair existing or new modules of the application (applyptf)
* SQL Server db owner access on the MDB database (pdm_configure, setupmdb command, setup for new release)
* As per End Customer request, customize MDB database and/or customize the out of the box web interface (Web Screen painter , Schema Designer and pdm_publish command)
* The number and type of servers depends on the CA SDM configuration. The initial configuration occurs as part of the CA SDM installation process. A change in the system environment can require changes to the server configuration. For example, changes in the database management system or integration with a web server such as Tomcat and IIS. You can use the configuration utility to make a change to a server configuration (pdm_configure)


All these tasks require Local Administrator privileges, that is why the user account for the administrator of the ServiceDesk Manager application must be a Local Administrator of the computer where it is installed.