Pdm_k_reindex fails due to critical error

Article Id: 127805

Status: Published

Updated On: 21-02-2019 09:57

Products:

SUPPORT AUTOMATION- SERVER , CA Service Desk Manager - Unified Self Service , KNOWLEDGE TOOLS , CA Service Management - Asset Portfolio Management , CA Service Management - Service Desk Manager

Issue/Introduction:

When running pdm_k_reindex an error is received:

"The pdm_k_reindex utility did not end successfully due to a critical error. Please see the stdlog file for further details. After resolving the problem please run the pdm_k_reindex utiltity again."

Review of stdlog may show:

sqlagt:CREATE_IND    3168 ERROR        sql_common.c           323 CREATE INDEX returned 11  [Microsoft SQL Server Native Client 11.0] [ SQL Code=0 SQL State=08S01] Communication link failure

sqlagt:CREATE_IND    3168 ERROR        sql_common.c           324 CREATE UNIQUE INDEX "ebr_fulltext_adm_x0" ON "ebr_fulltext_adm" ( "id"                         ASC )

sqlagt:CREATE_IND    3168 ERROR        sqlsrvr.c              651 Execution failed. MISC_DB_ERROR

bpvirtdb_srvr        4032 ERROR        vdbsql.c              5791 CREATE INDEX agent got database error 15

Cause:

This may be caused by a communication error with the database server. The system may have been able to mostly recover from the error, but the knowledge index cache may get out of sync.

Environment:

Release:
Component: USRD

Resolution:

1. Stop the Service Desk services completely
2. Go into the Service Desk install folder, then open the "site" folder. There should be two folders in there, "ebr" and "ebr_ADM", remove these two folders from the directory
3. Start Service Desk services, and run the pdm_k_reindex command, it may take a bit of time to completely rebuild the index depending on the number of documents in the environment