Steps to Configure Support Automation in ServiceDesk R12.9 or ServiceDesk R14.1 Advance Availability (AA) Mode

Document ID : KB000031653
Last Modified Date : 14/02/2018
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Summary:

This document provide steps on configuring Support Automation (SA) in Advance Availability (AA) mode for Service Desk Manager R12.9 and R14.1. 

We will be considering 5 different ServiceDesk servers on Windows Operating System.

  • 1 Background (BG) Server
  • 1 Standby Server
  • 2 Application Servers
  • 1 Database Server (Remote)

 

Instructions:

We will be configuring:

  • The Background Server (BG) as the MAIN Support Automation Server.
  • One of the Application Servers will be used to setup the SupportAutomation URL.
  • All the ports will be left as default.

 

Below are the SA Configuration Options when the Service Desk Configuration (pdm_configure) is invoked:

BACKGROUND SERVER SUPPORT AUTOMATION (SA) CONFIGURE WINDOW

SA BG.jpg

  • Configuration Type – Main Server
  • Hostname or IP will be the Background Servers Hostname or IP Address. This is case sensitive.

 

STANDBY SERVER SUPPORT AUTOMATION (SA) CONFIGURE WINDOW 

SA SB.jpg

  • Configuration Type – Main Server
  • Hostname or IP will be the Standby Servers Hostname or IP Address. This is case-sensitive. 

 

ON THE APPLICATION SERVER(S)

SA APP1.jpg

  • Configuration Type – Socket Proxy Server
  • Main Server Host Name of IP will be pointing to the Active Background Server Hostname. This is case sensitive.
  • If there are more Application Servers, then the same settings apply in the SA configuration window. 

 

 SA NX VARIABLES

 After Support Automation is successfully configured, the NX.env variables on the Active Background, Stand By and all Application Servers will be as shown below.

@NX_SA_DOMSRVR=domsrvr:sa

@NX_SA_SERVER_ON_PRIMARY=YES

@NX_SA_PRIMARY_DOMSRVR=Yes

@NX_SUPPORTAUTOMATION_URL=http://APPSERVER1_HOSTNAME:8070/SupportAutomation

(If Support Automation URL Option is installed pointing to APPLICATION Server 1 Hostname).

Note: Do not edit the NX.env file manually. Always use the Options Manager from the Service Desk Administration Interface to install the Options.

 

SA Values to note in the /site/Config.properties file

 

 
Background (BG) Server
Standby Server
Application Servers
sa.socket_main_host
Blank
Blank
Hostname of the Active BG Server if SA is configured on the Application Server. If SA is not configured on the Application Server then this value will be blank as shown below
sa.socket_main_host=BG Server Hostname

(OR)

sa_socket_mail_host=

sa.socket_host
Hostname of the BG Server
Hostname of the Standby Server
Hostname of the Application Server
sa.server_type
Main
Main
Main This value will be set to Proxy if SA is configured on the Application Server. If SA is not configured on the Application Server then this value will be None as shown below.
sa.server_type=proxy
(OR)
sa.server_type=none
 
sa.http_host
Hostname of the BG Server
Hostname of the Standby Server
Hostname of the Application Server

 

Note: Do not edit the /site/Config.properties file manually. When the ServiceDesk Configuration (pdm_configure) is run these values will appear in this file.

 

SA Variables in the /pdmconf/NX.env_nt.tpl file on ALL the servers

Note: These values exist by default. Do not modify or change these values.

@NX_SA_CATALINA_BASE=$NX_ROOT/bopcfg/www/CATALINA_BASE_SA

@NX_SA_DOMSRVR=domsrvr:sa

@NX_SA_NOTIF_EVENT_ID_TO_ATTACH_TO_SA_NOTIF_ID=21600

@NX_SA_NOTIF_QUEUE_IDS_TO_EXCLUDE=100004,100030,100200,101000. 

Server.properties file values under \bopcfg\www\CATALINA_BASE_SA\webapps\SupportAutomation\WEB-INF\classes\config

 

On the BG and Standby Server
On the Application Servers
ServerMode
Standalone
Proxy
UrlHost
Application Server Hostname as SA URL in NX.env is pointing to the Application Server
Not Applicable
UrlPort
8070
8070
UrlProtocol
http
http

 

HttpPort
8070

 

SocketServerHost
Application Server Hostname as SA URL in NX.env is pointing to the Application Server

 

 

SocketServerPort
 
10443
10443
InternalTcpPort
7005
7005
PrimaryServerHostname
Not Applicable to BG and Standby Servers
Active BG Server Hostname
AppName
Not Applicable to BG and Standby Servers
SupportAutomation

 

SA Processes Seen in pdm_status Output 

  

Name
Process Name
Background Server
Standby Server
Application Server
SA Object Mgr

 

domsrvr:sa
Yes
No
No
CA SA Tomcat
pdm_tomcat_nxd
 
Yes
Yes

 

SA Processes Seen in slstat Output

 

Background Server
Standby Server
Application Server
sa_main_server

 

This process will be running only on the Active BG Server. This will not be present on the Standby Server.

 

sa_proxy_server_AppServerHostname
pdm_tomcat-BGServerHostname_SA

 

This process will be running only on the Active BG Server. This will not be present on the Standby Server.
pdm_tomcat-AppServerHostname_SA
domsrvr:sa
domsrvr:sa

 

 

JRE CONSIDERATIONS

  • JRE is only used for the Analyst Launch. It is not used for the End-User Launch.
  • Ensure that Control Panel on each of the Servers shows Java in the list. If not then there is a need to uninstall and re-install Java.
  • Ensure that JRE install folder is added to the Windows System Path.
  • Run java –version and check if it returns the JRE Version. If not then the JRE Install path is not added to Windows Path.