How to Perform Rolling Maintenance on CA SDM Servers

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casm1401
Migration from an advanced availability environment is not possible using rolling maintenance. You must shutdown the CA SDM services in all the application and standby servers before starting the migration activity. For more information, see How to Upgrade CA SDM.
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As a system administrator, you perform the rolling server maintenance on the CA SDM servers. This maintenance can be performed to apply patches or to perform a general maintenance on the servers. We recommend you to perform the maintenance on all the servers in a specific order. This process ensures all the servers are updated with the similar changes causing minimal or no disruption to end users. For any server-specific changes, you do not need to update all the other servers.
Before applying a common MDB patch or an OS or security patch, shut down all the CA SDM servers. In such cases, the user task is disrupted with no access to CA SDM until all servers are up and running. We recommend the system administrator to plan the patch application accordingly.
The following diagram shows the recommended process to perform a rolling maintenance on the CA SDM servers:
Depending upon your organization standards, the rolling maintenance process in your organization may differ from the recommended process.
How to Perform Rolling Maintenance on CA SDM Servers
How to Perform Rolling Maintenance on CA SDM Servers
 
Follow these steps:
  1. Stop the Standby Server (that you wish to promote as the new background).
  2. Perform Rolling Maintenance on the Standby Server.
  3. Start the Standby Server.
  4. Perform Rolling Maintenance on the Old Background Server.
  5. Start the Old Background Server.
    When you start the background server, it becomes a standby server. 
  6. Perform Rolling Maintenance on all Standby Servers.
    Stop the standby server, perform a rolling maintenance, and start the server.
Verify the Considerations
During a failover of the background server to the standby server, consider the following points:
  • The new users cannot log in.
  • For the users that are already connected, some actions do not work during the failover. The users must try the actions after the failover. The following actions do not work:
    • Creating the tickets with attachments
    • Downloading the attachments
    • Searching Knowledge documents
    • Indexing the new knowledge documents
    • Inbound email
    • The SLA events that are not triggered until the failover has completed
If you have configured your third-party tool to enable the auto-failover of the CA SDM servers, you must disable it before starting the rolling maintenance.
Suppress Version Control between the Standby and Background Server
CA SDM version control helps you to manage the system modifications across all CA SDM servers. Ensure that you suppress the version control on the standby server before starting it. This process ensures, that the standby server is not upgraded to the system modifications of the background server. To suppress the version control, run the following command on the standby server that you upgraded.
: When you run the following command, version control should not be disabled.
pdm_server_control  -v
Promote the Standby Server as the New Background Server
Before you stop the background server, promote the standby server (that you have upgraded) as the new background server. If Support Automation is installed with CA SDM, notify the active Support Automation users about the background server shutdown.
Follow these steps:
  1. Execute the following command on the background server to notify all active users using Support Automation to save their work:
    sa_server_notifier [-h] | [-q seconds] | [-c]
    • -h
      Displays the help page.
    • -q seconds
      This option notifies a local server (background) to quiesce in a specified time interval. This interval is the number of seconds before the server goes offline. This option cannot be used for a standby server or application server.
    • -c
      This option cancels a previously sent quiesce request.
    A pop-up message is displayed to all the active users using Support Automation. This message notifies the users about the server shutdown and the time that is left for the shutdown. The users must save their work and logout within that scheduled time.
  2. Execute the following command on the standby server that you wish to promote as the new background server:
    pdm_server_control -b
    • -b
      Notifies a local standby server to become the background server. The standby server must already be running. If the server is not running, it is started but no failover is performed; to start a failover, run the command again.
    The background server shuts down automatically and the standby server is promoted as the new background server. This change does not affect the end-user sessions. The in-progress updates (if any) are stored and delayed, until the new background server comes online.
Perform Rolling Maintenance on Application Servers
As a best practice, you can first perform the rolling maintenance on an application server that has the minimal or no users connected to it. Then, inform all users active on other application servers to log in to the updated server. Finally, you can perform the maintenance on the other application servers. This process ensures that the users are not moved between application servers multiple times.
Follow these steps:
  1. Stop the less active application server, perform the rolling maintenance, and start it.
    The application server is updated with all the changes.
  2. Perform the rolling maintenance on the application server and start it.
    The application server is updated with all the changes.
  3. Perform steps 3 and 4 for the other application servers.
    All the application servers are updated with all the changes.
Choose the Less Active Application Server
You choose an application server with the least user activity. Run the following command on each application server to choose the one with no or minimal active sessions.
pdm_webstat
This command does not capture the SOAP or REST Web Service sessions.
Stop the Other Application Server
You inform all the active users on an application server to move to the less active application server before you stop it. Ensure that you have restarted the less active application server before moving all the users to it.
Follow these steps:
  1. (Recommended) Inform all active Support Automation analysts on the application server which you want to stop, to create a ticket in CA SDM with their session information. This process ensures that the session information is not lost. For example, the Support Automation analyst is in a session with a customer to resolve a hardware issue. In such a case, the Support Automation analyst can create an issue in CA SDM with the session information before the application server shuts down.
  2. Send a notification (for example, an email notification) to all the active users on the application server to move to the less active application server that you just restarted. This notification can include the details of the updated application server.
  3. Execute the following command on the application server:
    pdm_server_control [-h] -q interval -s server_name
    • -h
      Displays the help page.
    • -q interval -s server_name
      Notifies a local or remote application server to quiesce in a specified time interval.  This interval is the number of seconds before the server goes offline. When using this option without a server_name, the local server is notified to quiesce. This option cannot be used for a background or a standby server.
    A pop-up message is displayed to all the active users on the application server to notify them about the server shutdown and the time left for the shutdown. The users must save their work and logout within that time. The application server stops after the specified time. The users log on to the other application server to resume their work. The Support Automation analyst can refer to the ticket and resume their work.
    The application server is stopped successfully.