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Upgrade to ITMS 8.5 failed because ITAnalyticsServiceDesk.config failed.

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Article ID: 173177

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Updated On:

Products

IT Management Suite

Issue/Introduction

The customer was upgrading to ITMS 8.5 and during the configuration process, it failed with this error:

Failed to configure: D:\Program Files\Altiris\ITAnalyticsServiceDesk\Config\ITAnalyticsServiceDesk.config

Exception in Regenerate Views inside ServiceDesk ConnectionsLogin failed for user 'dev_admin'.
Cannot open database "ProcessManager" requested by the login. The login failed.

Running a reconfigure on ITAnalyticsServiceDesk.config didn't help

event date="12/05/2018 16:54:30.2065333 -06:00"
severity="1"
source="Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProduct"
module="Altiris.NS.dll"
process="AeXSvc"
Description: Failed to configure: D:\Program Files\Altiris\ITAnalyticsServiceDesk\Config\ITAnalyticsServiceDesk.config

Exception in Regenerate Views inside ServiceDesk ConnectionsLogin failed for user 'dev_admin'.
Cannot open database "ProcessManager" requested by the login. The login failed.
   [Altiris.NS.Exceptions.AeXException @ Altiris.ITAnalyticsServiceDesk]
   at Altiris.ITAnalyticsServiceDesk.ITAnalyticsServiceDeskInstallation.RegenerateViews()
   at Altiris.ITAnalyticsServiceDesk.ITAnalyticsServiceDeskInstallation.OnUpgradeProduct(XmlNode installationNode)
   at Altiris.NS.StandardItems.Product.ProductInstallation.InstallProduct()
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProductInternal(String configFile, Boolean ownsProgressContext, SerializationMode serializationMode)
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProduct()

Login failed for user 'dev_admin'.
Cannot open database "ProcessManager" requested by the login. The login failed.
   [System.Data.SqlClient.SqlException @ .Net SqlClient Data Provider]
   at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection, Action`1 wrapCloseInAction)
   at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj, Boolean callerHasConnectionLock, Boolean asyncClose)
   at System.Data.SqlClient.TdsParser.TryRun(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj, Boolean& dataReady)
   at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString, Boolean isInternal, Boolean forDescribeParameterEncryption, Boolean shouldCacheForAlwaysEncrypted)
   at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async, Int32 timeout, Task& task, Boolean asyncWrite, Boolean inRetry, SqlDataReader ds, Boolean describeParameterEncryptionRequest)
   at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, TaskCompletionSource`1 completion, Int32 timeout, Task& task, Boolean& usedCache, Boolean asyncWrite, Boolean inRetry)
   at System.Data.SqlClient.SqlCommand.InternalExecuteNonQuery(TaskCompletionSource`1 completion, String methodName, Boolean sendToPipe, Int32 timeout, Boolean& usedCache, Boolean asyncWrite, Boolean inRetry)
   at System.Data.SqlClient.SqlCommand.ExecuteNonQuery()
   at Altiris.ITAnalyticsServiceDesk.ITAnalyticsServiceDeskInstallation.RegenerateViews()

SQL Exception details: code=18456, line=1

Exception logged from:
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProduct()
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, Object)
   at System.Threading.ThreadHelper.ThreadStart()

 

Environment

Upgrade from 8.1 RU7 to 8.5

Resolution

This config file is part of the "Altiris IT Analytics ServiceDesk Pack 8.5". Also this user 'dev_admin' and database "ProcessManager" doesn't exists.

Try the following:

  1. Run a repair on theAltiris "IT Analytics ServiceDesk Pack 8.5" MSI via SIM (Under SIM UI, go to Repair Installed Products>Repair MSI-s).
  2. After that is done, check that this ITAnalyticsServiceDesk.config file didn't fail (if it failed, uninstall the "IT Analytics ServiceDesk Pack 8.5"  and reinstall it)
  3. Then we proceed to run a  repair in all the config files for the Solutions that didn't have the chance to run due to the original failure.