CA Service Management

Dear Servicedesk Consultants.

We are running servicedesk 17.1 AA mode where we have 2 app server, 1 BG &  1 Standby server. From past 2 weeks we are running few issues on background server like SLA notification not firing and Support Automation feature stopped working , throwing Null exception issue. Both items were working before without any issue but we dont know what exactly went wrong which encountered this issue. and we did not change anything in the ocnfiguration.

We already opened a case for both the issue separately but CA unable to find the root cause. To avoid user complaints, we failover the application and use Standby server as active Background server now and we dont have any issue on this Standby Server(which is now Active BG) as we have issue on the original BG server.

So as of now we are fine with failover but we need to fix original BG server.

We are now planning to install the Background application from the scratch so that our issue will get resolve by this. But we are worried about the customization. we have schema files etc files present only on BG server site folder.

so if we go for scratch installation can we restore the same schema files? 

Can we able to use that server as original BG server ?

Pls advise

You would re-install after properly backup some files and that should not be an issue. 

What if something in  those customization cause some issues you are having? 

I would consider escalate the Support cases as it seems they have big business impact...