High Availability (HA) Configuration - MSP Edition (Central) - MSSQL

Before configuring the HA setup, please ensure that you have read this document completely.

This document contains the following sections;

  1. Prerequisites

  2. Steps to Configure High Availability

    1. Steps to be Performed in Primary server

    2. Steps to be Performed in Standby server

    3. Configure Notifications when Standby Server Takes Over the Role of Primary
  1. Additional Configurations

  2. FAQs

1. Prerequisites

  1. Network connectivity should be reliable between the Primary and Standby servers and the Database server.
  1. Both the Primary and the Standby servers should have the same IT360 Build version.

  2. The Primary and Standby servers should be in the same time-zone and time.

  3. If license is applied in the Primary Server, the same has to be applied in the Standby Server also. Click here for the steps to apply the license in both the servers.

  4. Before configuring the HA setup, take a backup of the IT360 database.

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2.Steps to Configure High Availability:

Follow the steps listed below, separately for the Primary and Standby servers, in order to configure the HA for each of the servers.

2.1 Steps to be Performed in Primary Central Server

  1. Install the Primary Central server.

  2. During installation, give a prefix for the Database, e.g. IT360Central.

  3. Start & Stop the Primary Central server.

  4. Notifications will be sent, when the Standby Server takes Over the Role of the Primary. Click here for the steps to configure the notifications.

2.2 Steps to be Performed in Standby Central Server

  1. Install the Standby Central server.

  2. During installation, give the prefix for the Database, same as given for the Primary Database, i.e.IT360Central.

  3. Deselect/Uncheck the Create Database check box, as this database was already created when the Primary Central server was installed.

  4. Start & Stop the Standby Central server.

  1. Notifications will be sent, when the Standby Central Server takes Over the Role of the Primary. Click here for the steps to configure the notifications.

  2. Go to <IT360HOME_Probe>/applications/conf/AMServer.properties and modify the values as below:

    am.standbyadminserver.host=StandbyCentralServerHostName 
    am.stan
    dbyadminserver.port=StandbyCentralServerPort

    Note: If Probe server is already installed, restart the same.
  1. Start the Primary Central Server.

  2. Now, make sure that the Primary server startup process is complete and start the Standby Central Server.

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2.3 Configure Notifications when Standby Server Takes Over the Role of Primary

You will receive notifications, in the form of emails, when the Standby server takes over the functions that were being performed by the Primary. For this, you need to manually add the email id (s) in the file: 'IT360_HOME>\applications\working\conf\FailOver.xml'.

Sample entries are as follows;

<FAILOVER>

<PRIMARY HEART_BEAT_INTERVAL="60" />

        <STANDBY FAIL_OVER_INTERVAL="60" RETRY_COUNT="1">

   <BACKUP ENABLED="TRUE" BACKUP_INTERVAL="600"/>

            <SEND_EMAIL

                SMTP_SERVER="smtp"

                TO_ADDRESS="xyz@zohocorp.com"

                FROM_ADDRESS="admin@zohocorp.com"

                SUBJECT="Primary Server Failed"

                BODY="Primary Server is failed and taken over by the StandBy Server"/>

            </STANDBY>

</FAILOVER>

The optimal value for the RETRY_COUNT is 10.

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3. Additional Configurations

Once the Standby server has taken over the role of the Primary, follow the steps below, to copy the attachment files to the new Primary server from the old one.

Copying SDP attachments files to the new Primary Server

  1. Go to the Primary server`s installation directory.

  2. Execute backUpData.bat script, available under<PrimaryCentralIT360_Home>/Servicedesk/bin directory, with the argument: backUpData.bat --confiles.

  3. Once the backup is over, a directory confbackup is created (if it is not already available), under<PrimaryCentralIT360_Home>/servicedesk directory and the backup file backup_7513_conbackup_DateTimeStamp.data is placed in this directory.  

  4. Copy that backup_7513_conbackup_DateTimeStamp.data file into the<StandbyCentralIT360HOME>/servicedesk directory.

  5. Rename that .data extension to .zip (e.g., if the file name is backup_7513_conbackup_DateTimeStamp.data, then rename it to backup_7513_conbackup_DateTimeStamp.zip)

  6. Extract the backup_7513_conbackup_DateTimeStamp.zip file, in the<StandbyCentralIT360HOME>/servicedesk directory.
Note: As of now, this is a limitation in our implementation and will be addressed in one of our upcoming hot fix releases.

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4. FAQs

  1. How to give multiple email ids, while configuring the notifications?

Type in the email ids, separated by commas.

  1. What is the recommended value for the HEART_BEAT_INTERVAL and the FAILOVER_INTERVAL, while configuring the notifications?

It is recommended to have the HEART_BEAT_INTERVAL and the FAILOVER_INTERVAL, above 20 seconds. Having lesser values may lead to unexpected behaviour.

  1. What is the purpose of setting the RETRY_COUNT, while configuring the notifications? Is the value set for it in the above sample entries is fixed or changeable?

In general, the Standby will go through the parameters, specified in the 'FailOver.xml' file, available under the '<IT360_HOME>/applications/working/conf' directory.  By specifying the RETRY_COUNT value in this configuration file, before starting the service, you can instruct the Standby server to try as many times as the count says, before taking over the role of the Primary. 

By default, this attribute is configured as 1, which means that it will try only once, before taking the role as Primary. Subsequent retry attempts will happen with an interval of 60 secs. For instance, if you need the Standby server to wait for 5 mins before taking over the role as Primary, you can set the RETRY_COUNT value as 5. Please note that the optimal value for the RETRY_COUNT is 10.

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