The situation could occur if, after you installed an option, or uninstalled an option, or changed the value of an installed option, using Options Manager on the Background server, then you did not follow, exactly and completely, the steps outlined in the product documentation under the subsection titled "Restart the CA SDM Servers in Advanced Availability Configuration" (see that section on this page: How to Restart the CA SDM Servers)
For example, if you did not perform step #1 of those steps, which is to "Restart all Standby Servers", and later, you performed a failover to a Standby Server that had not been re-started, then that Standby Server (which became the new/current Background server) would not have picked up the change to the Options Manager option(s).
Additionally, if, subsequent to the first failover, you performed a failover back to the original Background server, then the original Background server, which would then have become the current Background server, would no longer have the changes in effect.
Another example would be that, after changing an option using Options Manager on the background server, you performed only the first 3 steps, and you did not perform the remainder of the steps, starting with step#4, which involves restarting the Applications servers, and so the problem situation occurs on one or more of the Application servers.
To resolve the situation:
- Confirm or ensure that the option(s) that is not operating as expected, is set according to your requirements when viewed via Options Manager.
- Make backup copies of the "NX.env" and the "NX.env_nt.tpl" files on all servers.
Note: The NX.env file is located in the base CA Service Desk Manager installation directory; that location is referred to as $NX_ROOT; The NX.env_nt.tpl file is located in $NX_ROOT\pdmconf.
- Make a backup of the Options table by running "pdm_extract Options > options.dat".
- Run the command, "pdm_options_mgr", on the current Background server.
- Recycle the CA Service Desk Manager service on the Background server.
- Follow the subsection titled "Restart the CA SDM Servers in Advanced Availability Configuration" exactly and completely.
Note: If only one or more of the Application servers are affected by the problem situation, then it may be possible to resolve the problem by running "pdm_options_mgr" on each of the affected Application servers and then recycling the CA Service Desk Manager service on each of those Application servers.
If you still have problems, please open a support case with the CA Support team, providing the backups from steps #2 and #3, and, if possible, a detailed set of steps which resulted in the situation. (Note that additional information may also be requested.)