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17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

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  • 1.  17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

    Posted 09-02-2019 10:44 AM
    Hello,

    we want to transport Knowledge-Documents from one 17.2-System to another 17.2-System. Both have RU01.

     

    First of all, we imported some Knowledge Documents from one system to another successfully. We did an export with pdm_ket and an import with pdm_kit. After that we deleted the new imported Knowledge Documents on the target system and wanted to import the documents again. Before the import we did an "pdm_k_reindex".

     

    On the target system we didn´t find the Knowledge Documents, so we took a look into the file "keitinfo.log".


    There you can see that "Document id 403905 cannot override existing document id 404411". But how? We deleted the documents before we started the import again, so it must be possible to Import the knowledge documents again. We find out if you delete the id "404411" and "404412" from the database and start the import, it´s working. Is this the correct way to delete entries from the database manually before you can start a successful import again? Shouldn´t the entries be deleted automatically? After that we see the knowledge documents again but with different id´s. Why?

    Here is the successful Import from the knowledge documents:
    Now the documents have different id´s "404413" and "404414". We don´t understand why the free id´s "404411" and "404414" aren´t used again?

    Has anybody a little explanation how the delete process from knowledge documents work? 

    Regards,
    Fabian



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    Assistant IT-Consultant
    Fujitsu Technology Solutions GmbH
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  • 2.  RE: 17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

    Posted 09-03-2019 04:59 AM
    Edited by Brian Mathato 09-03-2019 05:03 AM
    Hi Fabian,

    The system keeps track of the ID's. This helps to prevent duplicate ID's from being entered in the table. I think the table that keeps record of the last number that was used is called: Key_Control. So check if the id's for knowledge documents is stored in there. If yes, then to address your issue you can reset the numbers.

    See also: '39. Tip: To reset the sequence numbers for the tickets' in the below article: 

    "https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer/viewthread?MessageKey=40bb6a41-69e1-4399-b149-dc0f6010af20&CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&tab=digestviewer#bm40bb6a41-69e1-4399-b149-dc0f6010af20"



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    Kind Regards,
    Brian
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  • 3.  RE: 17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

    Posted 09-03-2019 07:56 AM
    Hi Fabian,

    I have not played with the 'CA SDM Environment Promotion' yet, but check if this covers the Knowledge and if you can use that as an option to copy the data from one environment to another?

    https://docops.ca.com/ca-service-management/17-2/en/administering/administering-ca-service-desk-manager/ca-sdm-environment-promotion



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    Kind Regards,
    Brian
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  • 4.  RE: 17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

    Posted 09-04-2019 02:02 AM

    Hi Brain,

    The table "Key_control" didn´t have records about it. It´s empty. The system keeps track of the ID´s in the table "Skeletons"​, this is the place where we deleted the ID´s previously and after that we could make an successful Import with "pdm_kit" again.

    But if I deleted a knowledge document from the environment the system should automatically deleted this entries and didn´t bring a message up that the documents are still existing. "Document id 403905 cannot override existing document id 404411"

    Kind regards,
    Fabian



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    Assistant IT-Consultant
    Fujitsu Technology Solutions GmbH
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  • 5.  RE: 17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

    Posted 09-04-2019 04:10 AM
    Hi Fabian,

    What method did you use to delete the KB documents previously?

    Otherwise, go please go ahead to raise an Idea (Enhancement Request) for your observations\concerns to be catered for in future releases.


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    Kind Regards,
    Brian
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  • 6.  RE: 17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

    Posted 09-09-2019 04:42 AM
    Hi Brian,

    I deleted the KD-Documents ​from the SDM GUI.

    Right click on the KD-Document and select "Löschen", this means "Delete".

    Kind Regards,
    Fabian

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    Assistant IT-Consultant
    Fujitsu Technology Solutions GmbH
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  • 7.  RE: 17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit
    Best Answer

    Posted 09-09-2019 08:24 AM
    Hi Fabian,

    Please log an official support case, so we can check with engineering on how to address this issue.

    Otherwise, go ahead to log an Idea as previously advised to address this potential referential integrity issue.

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    Kind Regards,
    Brian
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  • 8.  RE: 17.2 Knowledge Import - Fail to import Knowledge Documents with pdm_kit

    Posted 17 days ago
    After deleting the documents via the SDM GUI, run the Knowledge Document archive and purge rule with Days Inactive set to 1, wait 1 day, then perform the import. The archive causes the corresponding entries in the SKELETONS table to be removed. After the import, be sure to run pdm_k_reindex.

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    Broadcom
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