In a Service Desk Manager 12.9 environment with Advanced Availability enabled it may be possible to lose the ability to use Support Automation after failing over to the Stand-By server.

Document ID : KB000048005
Last Modified Date : 14/02/2018
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Description:

Under some specific circumstances it may be possible to lose the ability to use Support Automation after failing over from the Background Server to the Stand-By Server. It may appear that Support Automation is configured, but when trying to use any of the Support Automation options they will fail to function. This is caused by some problem that may have been triggered during the initial configuration of the Support Automation options, but the problem isn't made apparent until a Failover is performed.

Solution:

Browse into the NXROOT of the Background and Stand-By servers, and review the NX.env within both installs. Search the file for the entry:

@NX_SA_SERVER_ON_PRIMARY=YES

The problem is typically caused because this entry is missing from the NX.env of the Stand-By server. Validate that the entry exists in both NX.env files. If the entry does not exist manually insert the line just below the line:

@NX_PRIMARY_CMDB=%Server_Name%

so it looks like:

@NX_PRIMARY_CMDB=%Server_Name%
@NX_SA_SERVER_ON_PRIMARY=YES

Once it is confirmed that this entry exists on both servers then you will need to restart each server, which you can do by following the typical Failover procedure.