xMatters for CA Service Desk Manager: upgrading CA SDM causes integration to stop working

The information in this article is the intellectual property of xMatters and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.


When CA Service Desk Manager is upgraded (eg, from version 12.5 to 12.6,) two files are deleted by the CA SDM installer. These files are vital to the functioning of the integration. 

One of these files, xMattersIntegration.bat, is an xMatters integration component and the other is a component that is installed following a CA procedure. To restore functionality of the integration, these two files need to be re-created. 

To restore the xMattersIntegration.bat file, download a copy of the xMatters (alarmpoint) for CA Service Desk Manager integration and copy the file from the integration source to the CA Service Desk bin folder, as described in the instructions in the integration guide (section 2.1.1.). 

The second file contains a public key required to enable Managed Login to CA SDM. The upgrade may remove the "Manager Certificate" or public key file (if this has been stored within the CA SDM installation folder.) This file should be backed up prior to upgrading, and restored to its original location after the upgrade. 

If the public key has been deleted during the upgrade, then it will be necessary to either create a new web service policy and associated keys, or configure the integration to not use managed logins. 

Further information

For further information on web service policies and managed logins, please refer to the appropriate sections in the CA Service Desk Technical Reference Guide. 

For further information on configuration of the integration, please refer to section 2.2.2 of the integration guide

xMatters Reference

DTN-2606, JDN-2163

Originally created by Don Clark

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