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Service Desk Manager - New Fields from ITIL Content Pack Not Created Correctly

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Article ID: 145754

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Updated On:

Products

CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

We installed the ITIL content pack on our environment and began encountering a number of errors. We found that the new fields that the content pack added were created in Schema Designer, but the fields did not exist in the data dictionary or database. I tried to re-run the pdm_publish command and that updated the data dictionary, but the fields were still not created in the database, so we still encountered errors.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Manually copy the following files from the content pack zip:

files\schema\wsp.altercol
and
ITIL_Content_17_2\files\schema\wsp.altertbl files

Place them into the the site\mods on the primary server and then run the pdm_publish

This should force the creation of the fields in the database.