Search Server not responding for keywords

Document ID : KB000046350
Last Modified Date : 22/05/2018
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Introduction:

Issue:

Search xFlow interface for information failed to show empty results i.e. for Contacts , Tickets and KT etc.

Follow the below steps from the docops as pre-requisite to notice the behavior

 1. Perform the 'Post-Install Tasks for CA SDM Conventional Configuration' as per the below document:

https://docops.ca.com/ca-service-management/14-1/en/implementing/implementing-ca-service-management-14-1-03/post-installation-tasks-for-ca-service-management-14-1-03/post-install-tasks-for-ca-sdm-conventional-configuration

2. Follow the next steps i.e. - 'Perform Initial Load and Refresh Index and Data on the Search Server'

https://docops.ca.com/ca-service-management/14-1/en/implementing/implementing-ca-service-management-14-1-03/post-installation-tasks-for-ca-service-management-14-1-03/configure-search-server-for-the-xflow-analyst-interface/perform-initial-load-and-refresh-index-and-data-on-the-search-server

Observe the error message in initial_load.log file i.e. "com.ca.casm.common.exceptions.LoadException: Elastic search configuration information not found" and you cannot search for any of the contacts or existing tickets in the xFlow interface.


Environment:

CA Service Desk Manager 14.1.03
xFlow + Search Server
SQL Database

Cause:

Identified that Search Servers list is empty in SDM Administration

1. Login to SDM interface as Administrator

2. Administrator tab and click on xFlow Analyst Interface - Search Servers

3. The list is empty for Search Servers which will lead to failure of the initial load and refresh of the index with the error message 'Elastic Search not found'

Resolution:

To overcome this behavior we have identified an workaround to create search server entry into the Search interface. Given the current scenario we cannot add the search server from the interface and we are updating the system with identical record using the command prompt on the server.

1. Login to the SDM server as Administrator

2. Save the below table record into a text file i.e. 'Search.txt' for example and save on the server

TABLE usp_es_servers
Installed_location clustername delete_flag description es_servername http_port
id is_initial_load_running last_mod_by last_mod_dt node_name node_type protocol
tcp_port
{ "C:\\0134Program Files\\0134CA\\0134SC\\0134SearchServer",
"ca_es_cluster" ,"0" ,"" ,"<Host Name>" ,"9012" ,"1" ,"0" ,"" ,"",
"<Host Name>" ,"" ,"http" ,"9300" }

Note: Update the <Host Name> value in the above query to that of the hostname on the server where the xFlow / Search Server is installed and also ensure that the 'Installed_location' value mentioned above is the same path the Search server is installed.

3. Open a command prompt and run the below command and point to the saved file to create a new record into the Search Server table (usp_es_servers)

pdm_load -f Search.txt

4. The record is created for the Search Server list.

5. Perform Initial Load, Refresh the Index and Data on the Search Server with the help of the document mentioned in step 2 of the issue i.e.

https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/configure-the-xflow-analyst-interface/perform-initial-load-and-refresh-index-and-data-on-the-search-server

6. Restart the Search Server and xFlow services on the server and test the behavior.

Additional Information:

The below document contains steps for Conventional Configuration and Advanced Availability i.e.

https://docops.ca.com/ca-service-management/14-1/en/implementing/implementing-ca-service-management-14-1-03/post-installation-tasks-for-ca-service-management-14-1-03

1. Post-Install Tasks for CA SDM Conventional Configuration
2. Post-Install Tasks for CA SDM Advanced Availability Configuration

Check the tick box for auto completion of post installation steps for Conventional configuration type but for Advanced Availability this has to be completed manually.

Instructions:
Please Update This Required Field