Background, Standby or Application Servers are showing as Background

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

We are experiencing an issue where Background and Standby both showing as background server when checked using pdm_server_control -t, due to this users are not able to login and mail eater not creating tickets.

One may also see that running pdm_configure on a given server reports one value for the given server, but a different value when running pdm_server_control -t

Environment

Release : 17.1 and higher

Component : SERVICE DESK MANAGER

Cause

The problem may be caused by a communication failure between the Background and Standby server during a failover process, which prevented the servers from changing roles.

Resolution

Firstly, verify the usp_servers database table that the Background and Standby servers have different values for the "server_type". The current Background server should be "2" and the Standby should be "3". If the ids match, manually update the database to make the values different.

Secondly, stop the services on all the servers, then start the Background server first, then start all the other services to refresh their internal cache.