Configuring Locked Caching for Knowledge Manager and Self Service

When using both Knowledge Manager and Self Service, CIM configures locked caching in both of your clusters so that all servers stay up-to-date with user profile and ticketing information. Normally you would share lock managers only within a single cluster, but in this case locking must occur across all clusters. Refer to the Configuring the LockManager and SQL Repository section for a detailed description of configuring Lock Caching.

Upgrading the Configuration

If you already have a ServerLockManager instance running for the Knowledge Manager cluster, perform the following steps:

  1. Configure the Knowledge Manager, or agent-facing server’s ClientLockManager to use the existing ServerLockManager instance.

  2. Remove the preInitial.properties for Knowledge Manager.

  3. Perform the above steps for the Self Service server, or the customer-facing server, if it has been configured similarly. Start an instance for the ServerLockManager_shared on the customer-facing cluster.

  4. Override the default ClientLockManager and ClientLockManager_production on both of the server’s localconfig to point to the correct lockManagerAddress and port. Optionally, remove any preInitial.properties files in the ZIP files and edit the ClientLockManager.properties files to setup your lock managers.

    For additional information on configuration of lock managers, refer to the ATG Repository Guide.