Clarity Service Management

Expand all | Collapse all

When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

  • 1.  When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

    Posted 01-05-2018 09:15 AM

    When i export an Excel from an application server the link in the "ticket number" collumm is set to the background server in which analysts don't have access. Is there a conf file in which I could set the application server instead?



  • 2.  Re: When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

    Posted 01-05-2018 10:15 AM

    Hi Lucus,

    Can you verify the App server nx.env file below two nx variables pointing to which server?

        @NX_SERVLET_SERVER_URL=
        @NX_LOCAL_SERVLET_SERVER_URL=

    Regards,

    Derek



  • 3.  Re: When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

    Posted 01-05-2018 11:19 AM

    Both  variables are set to the applications server:


    # This is the url for the servlet server on the Primary server
    @NX_SERVLET_SERVER_URL=http://FORSRP322:8080

    # This is the url for the servlet server on this server
    @NX_LOCAL_SERVLET_SERVER_URL=http://FORSRP322:8080



  • 4.  Re: When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

    Posted 01-05-2018 12:14 PM

    What is the value @NX_WEB_CGI_URL= pointing in the App server nx.env?



  • 5.  Re: When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

    Posted 01-05-2018 02:30 PM

    Curiosity question:  When you did previous exports, did the server name in the URL listings point to the App server?  Can you confirm for any recent changes made to the install?  Any patches and the like?

     

    Can you also check if a mail notification that mentions a given ticket link is also pointing to an app server?



  • 6.  Re: When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

    Posted 01-05-2018 03:21 PM

    We are implementing CA service desk in advanced availability right now, since then the export links are not working.



  • 7.  Re: When exporting tickets from SDM interface the ticket link points to the background server instead of the application server

    Posted 01-08-2018 04:41 AM

    Hi Lucas,

     

    You may want to check via 'pdm_status' command where the Export Manager process (export_mgr) is running. Perhaps this may shed some light as to why the links are in the context of the Background server.

     

    Otherwise log an official Support Case for further investigation, if not done so already. We can then put the case findings on the this post, once resolved.

     

    ===

    Kind Regards,

    Brian