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CA Service Management - 14.1
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Install CA SDM Using Conventional Configuration

Last update January 11, 2017

You can install CA SDM using the conventional configuration.

For UNIX/ Linuix, mount the installation media on your drive and navigate to the root directory of the installation media and start the installation by running the following command:

sh ./

Also, consider the following points:

  • When installing on Linux and UNIX, you may not be able to view some pop-up messages clearly, for color properties white on white.
  • Suppose that Internet Protocol Version 4 (IPv4) and Internet Protocol Version 6 (IPv6) hosts coexist on the network. Verify that the appropriate transition strategies, tools, and mechanisms to support these technologies are in place before you start the product configuration.
  • If you start, and then stop the installation on UNIX or Linux, you may see a directory at the root of the installation named install.dir.#####. This is a feature of InstallAnywhere. These files are not needed and you can safely delete them.
  • Create the CA Service Desk Manager Server Privileged user before you begin the installation.

Watch this Video to Install CA SDM Using Conventional Configuration

Install CA SDM Using the Installation Wizard

Follow these steps:

  1. Ensure that you completed the following steps from the CA Service Management Installer:
    1. Selected a language and CA Service Management from the Select the required installer screen
    2. Accepted the license agreement. 
    3. Entered the database information correctly.

      Note: For Linux/ UNIX, only information related to Oracle database is required.

    4. Select CA Service Desk Manager from the Select the Products and Integrations screen. If you want to integrate Unified Self-Service with CA SDM, keep the check box for Unified Self-Service selected.

      Important! While integrating these products, use the Unified Self-Service User ID and Email Address in CA SDM.

    5. Review the Installation Prerequisites report and take corrective measures to proceed with the installation.
  2. If you are installing for the first time, you need to enter the common Administrator credentials for CA Service Management in the CA Service Management Administrator details screen.
  3. Navigate to CA Service Desk Manager Product Configuration screen.
    1. Select the Conventional radio button.
    2. Select Primary Server from the Select Server Type drop down.
    3. Select the other components that you want to install on this server. For example, Federated Search.
    4. If you have already created server process configuration, then select the configuration or else keep the Default option selected.
    5. Click Browse to select the installation directory and click Next. The following screenshot corresponds to the installation on Windows.
  4. Enter the following information in the CA Service Desk Manager Server Details screen:

    Note: Enter the primary server host name in the Primary Server Node field (defaulted to the localhost name).

  5. On the CA Service Desk Manager Server Privileged User Details screen, select the Load Default Data check box to load on the predefined date and enter the privileged user details.
  6. On the CA Service Desk Manager Optional Component Details screen, enter the port numbers to install the components that you have chosen.
  7. If you have selected to integrate CA SDM with Support Automation, enter the following information:

    • Main Server: Configures the Support Automation server in main server (standalone) mode. If you select the Main Server Configuration Type, the Host Name or IP field defaults to the local Host Name. All parameters must be provided for the Main Server except the Internal Port section and the Bind to IP in Socket Server section, which are optional. Configure the main server on the following CA SDM server according to the CA SDM configuration type: 
      • Conventional: Primary server or secondary server.
      • Advanced availability: Background server.

    Important! When you set the supportautomation_url option, this URL must use the URL of the Support Automation main server. It should not reference the proxy server or load balancer server. This is applicable only for conventional model. In the advanced availability configuration the URL can point to load balancer, main server, or proxy server.

    Note: If you select the Main Server option, and are also planning to configure one or more socket proxy servers, you must set the Socket Server host name and external port to the socket proxy host and external port. For multiple socket proxies, you set the Socket Server to the host and external port of the load balancer server.

    • Tomcat Port: Specifies the Support Automation Tomcat port.
    • Tomcat Shutdown Port: Specifies the Support Automation Tomcat Shutdown port.
    Note:  When you change the main server Tomcat port, also change the port references in the file with tomcat server.xml.
    • Host Name or IP: Specifies the address of your server.
    • External Port: Specifies the external port of your server.
    • Host Name or IP—Specifies the address of your socket server.
    • External Port—Specifies the external port of your socket server.
    • Internal Port—Specifies the internal port of your socket server.
    • Bind to IP—Specifies the IP where you want to bind the server.
    • Socket Proxy Server: Configures the Support Automation server in socket proxy mode. Use a Socket Proxy Server to off-load some of the CPU-intensive operations of Support Automation, such as encryption/decryption from the main server.
      • Advanced Availability: Application server.
      • Conventional: Secondary server.
    • Main Server Host Name or IP: Specifies the address of the main server.
    • Main Server Internal Port: Specifies the internal port of the main server.
    • Main Server HTTP Port: Specifies the HTTP port of the main server. This field is available only for conventional configuration.
    • External Port: Specifies the external port of the server.
    • Bind to IP: Specifies the IP where you want to bind the server.
    • Message Routing Server: Configures the Support Automation server in message routing server mode. Use Message Routing Servers (MRS) to manage multiple Remote Control sessions that are based on the geographical location of the local server. Using MRS helps improve performance during assistance sessions.
      • Advanced Availability:Application server.
      • Conventional: Secondary server.
    • External Port—Specifies the external port of the socket.
    • Bind to IP—Specifies the IP where you want to bind the server.

    CA SDM installs and configures the following Support Automation components:

    • End-User Client
    • Support Automation Analyst Interface
    • Server

    You install and configure the following components separately:

    • End-User Agent
    • Automated Tasks Editor IDE
  8. If you have selected to integrate CA SDM with Unified Self-Service, complete the following steps:

    Note: For optimal performance, consider setting up Unified Self-Service in a clustered environment.

    1. Enter the configuration details in the Unified Self-Service Configuration Details screen. Enter the Web Host as the host name of the machine where you are installing Unified Self Service.

      Note: Before you install Unified Self-Service, download Liferay CE 6.1.2 GA3 edition zip file. Do not Install Liferay manually as the installer unzips the downloaded file and installs Liferay.

    2. Enter the database information in the Unified Self-Service Database Configuration Details screen. If you have already set up a database, select the Use existing database check box and select the backup file. The database for Unified Self-Service is created during this installation. 
    3. Enter the SMTP mail server details to send automatic notifications from the Unified Self-Service community interface in the Unified Self-Service SMTP Mail Server Settings screen:
      • Mail User
        Defines the name of the mail user using which you want to send automatic notifications.
      • Mail User Password
        Defines the password of the mail user.
      • Security (TLS) enabled
        Specifies whether the TLS security is enabled or not for the mail server.

    You have entered all the Unified Self-Service information.

    Important! For integration between Unified Self-Service and CA Service Desk Manager to work appropriately, ensure the Unified Self-Service users that are available in CA Service Desk Manager have the same User ID and email address.

  9. Review the Pre-Installation Configuration Summary Report.
  10. Review the Installation progress information and click Install to install the selected product/products.

  11. Review the Installation Guidance Report summary to ensure that the installation succeeded.

  12. After installing CA SDM on the primary server, create the server process configuration for the secondary server.
  13. Log in to the secondary server and start the CA Service Management installation. You can either skip the database configuration to come to the CA Service Desk Manager Product Configuration screen directly or enter the database information (if different from the primary server) and proceed with the installation.

  14. After you install CA SDM (or migrate to CA SDM from a CMDB standalone system), run the cmdb_update_ambiguity utility. Use the -h command to view the mandatory options.

    Note: If configuration fails during the Validate Extension Tables step, database connectivity can be an issue. Retry the installation and verify that you provided the correct database connectivity information.

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