Service Catalog and Service Desk Tickets are not populating in Service Point

Products

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

Issue/Introduction

When configuring the Search Server in the new server, it is evident that the information in CA Service Desk and CA Service Catalog does not update, it only updates if the Service Point indexes are re-indexed manually.

Environment: Production - High Availability
Version: 17.3.8
critical impact

Environment

Release : 17.3

Component :

Cause

Name resolution issue due to the Search Server was not joined to the Domain or No Server name and its IP address added to the hosts file for name address resolution

Customer Introduced New Server into the environment

1. New Search Server implemented

2. Only after manual re-indexing, tickets created from SDM side populate to Service Point interface

3. Ticket created from Service Catalog does not show in Service Point

Resolution

 

Root cause:

Service Catalog and Service Desk Servers are in Active Directory Domain, but the new Search Server was not joined to the Domain

For Production environment (Recommendation to be done during maintenance windows)

- Please join the Search Server to the Domain for SDM and Service Catalog servers to be able to discover the services

- Once the Search Server Joined to the domain it will restart

- Perform re-indexing once again for validation

-Recycle SDM and SC services and try the tickets in Service Point