Steps to Install Options from the Options Manager in Advance Availability (AA) Setup in ServiceDesk R12.9 and R14.1

Document ID : KB000031771
Last Modified Date : 14/02/2018
Show Technical Document Details

Summary:

This document provides steps to setup Options from Options manager if CA Service Desk Manager (SDM) is setup in Advance Availability (AA) mode in Versions 12.9 and 14.1.

Consider the following:

  • ServiceDesk R12.9 / ServiceDesk R14.1 setup on any of the Supported Operating systems as mentioned in the ServiceDesk Supportability Matrix.

Supportability Matrix Link: https://docops.ca.com/ca-service-management/14-1/en/release-information/supportability-matrix

  • ServiceDesk Setup : 1 Background Server, 1 Standby Server and 2 Application Servers.

  

Instructions:

In ServiceDesk R12.9 and R14.1 Advance Availability (AA) mode, you cannot install an Option from Options Manager from any of the Application Server's URL. You have to login to the ServiceDesk Background Server's Web URL and install the options. Below are the detailed steps that you need to perform on each of the Servers:

Steps to be performed On the Background Server

  • Login to ServiceDesk as Administrator
  • Click on Administration tab
  • Expand Options manager
  • Select Ver Ctl
  • Ensure that the ver_ctl Option is Installed with a value of “UPGRADE”.

opt1.jpg

For testing purpose let us consider that you want to install the Option “ldap_enable_auto”. By default this value is Not Installed. So from the Background Server URL install this option as below so that the Action Status is Installed:

opt2.jpg 

Steps to be performed on the Standby Server

  • Bring up the Windows Services (services.msc) and ensure that the CA Service Desk Manager Server Services are started. Else performing failover that is promoting the Standby Server to a background server will not work.

opt3.jpg

  • Bring up the command prompt and run the command pdm_server_control -b to promote the Standby server as the Background Server.

opt4.jpg

  • Run the command pdm_server_control -t to verify that the Standby Server is now a Background Server.

opt5.jpg

Get back to the earlier Background Server which has now become a Standby Server

  • Run the command pdm_server_control -t. This should return the value as STANDBY.

opt6.jpg

  • Bring up the Windows Services and start the CA Service Desk Manager Server Services.

opt7.jpg

  • Once the Services get started, run the command pdm_server_control -b on the earlier background server (currently a Standby server) to promote it again as the Background Server.

opt8.jpg

  • Run the command pdm_server_control -t again to verify that this Server is now a Background Server.

opt9.jpg

Get back to the original Standby Server 

  • Run the command pdm_server_control -t. This should return the value as STANDBY.

opt10.jpg

  • Bring up the Windows Services and start CA Service Desk Manager Server services.

opt11.jpg

Steps to be performed on the Application Servers

  • Select the Active Application Server that has less number of currently active sessions. Run the command pdm_webstat on each application server and check the Active Sessions count.

For Example we have 2 Application Servers. The pdm_webstat is as follows. App Server 2 has less number of currently active sessions.

On Application Server 1

opt12.jpg

On Application Server 2

opt13.jpg

On the less Active Application Server 2

  • Inform all the users connected to  the less active Application Server 2 to save their work as a restart of the Server has been ordered by running the command pdm_server_control -q 60 -s APPSERVER2

Note: 

-q is followed by number of seconds. Here we used 60 seconds. 

 -s is followed by the less active Application server Hostname

opt14.jpg

  • Users connected to the Application Server 2 will receive the below pop up on the screen to save their work.

opt15.jpg

  • Restart the CA Service Desk Manager Server services on the Application Server 2.

On the Highly Active Application Server 1

  • Inform all the users connected to  the less active Application Server 2 to save their work as a restart of the Server has been ordered by running the command pdm_server_control -q 60 -s APPSERVER1

Note: 

-q is followed by number of seconds. Here we used 60 seconds. 

 -s is followed by the less active Application server Hostname.

opt16.jpg

  • Users connected to the Application Server 1 will receive the below pop up on the screen to save their work.

 

opt17.jpg

  • Restart the CA Service Desk Manager Server services on the Application Server 2.

 

This completes the entire process of installing an Option from Options Manager in Advance Availability (AA) mode of ServiceDesk R12.9 and R14.1.