Best Practices for Options Manager Changes in a Service Desk Manager (SDM) Advanced Availability (AA) Installation

Document ID : KB000017380
Last Modified Date : 14/02/2018
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Description:

This technical document provides step by step instructions, in a 12.9 AA installation environment, on how to implement option changes without shutdown services as it is a frequent task for administrators.

Solution:

In an AA installation, let us say that:

  • "ServerA" is background server
  • "ServerB" is a standby server
  • "ServerC" is an application server
  • ServerD is an application server

These are the steps for administrators can use to make options changes without stopping the services:

  1. Log into web interface on ServerA as an administrator, then click on Administration->options manager and go to the Options Manager. Perform the changes.
  2. Restart SDM service on ServerB.
  3. After ServerB completely starts, run command "pdm_server_control -b" on ServerB to promote the standby server to background server.
  4. Restart the SDM service on ServerA.
  5. After ServerA completely starts, run the command "pdm_server_control -b" on ServerA to promote it back to a background server.
  6. Notify end users to log out of Service Desk on ServerC and use one of the other Application Servers.
    For example, send an email to end users, do an announcement, run command "pdm_server_control -q 600" to notify end users server will be shutdown in 10 minutes(as an example). Restart SDM/CMDB service on ServerC.
  7. Repeat step 6 for ServerD

Notes:

  1. If there are other application servers like ServerE, ServerF etc, just repeat step 6 for each of them.
  2. Out of box, SDM uses UPDATE for version control. If for some reason you disable this option, you would need to enable it first before any steps in this tech doc. You can check NX.env file in the SDM/CMDB install root directory to make sure it has
    @NX_VER_CTL=UPGRADE
    If not, contact CA Support for assistance to enable Version Control.