Service Desk Manager - Background and Standby Server both showing as Background

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Article ID: 143717

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Updated On:

Products

CA Service Desk Manager SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Desk Manager - Mobile Application CA Service Desk Manager - Xtraction

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.

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.

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

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.