Knowledge and Indexing Issues in Service Desk Manager (SDM) Advanced Availability (AA) Environment

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Article ID: 132182

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Updated On:

Products

KNOWLEDGE TOOLS CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

In a Service Desk Manager (SDM) Advanced Availability (AA) environment, when a failover occurs, searching for knowledge does not work.

Environment

Service Desk Manager 17.x

Advanced Availability (AA) architecture

All Supported Operating Systems

Resolution

In an Advanced Availability (AA) configuration, the following singleton processes that are associated with the Knowledge component run on the Background server:

  • Knowledge Management Search Daemon (bpebr_nxd)
    Knowledge Management/Keyword Indexing Daemon (bpeid_nxd)
    Knowledge Management FAQ Ratings Daemon (bu_daemon)
    Knowledge Report Card Daemon (krc_daemon)

As a result, when a failover is performed, in order for the knowledge searches to work again, it is necessary to run the "pdm_k_reindex" command on the new BG server.