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Service Desk Manager 17.3 Upgrade Failure - tenant_hierarchy_sqlserver.xml and date_view_sqlserver.xml

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Article ID: 214774

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

When upgrading to Service Desk Manager (SDM) 17.3, the upgrade fails at task #3 (MDB updates).

The following errors are seen in the INSTALL.MDB log file:

INFO - MDBTools_0305E - Error processing view 'tenant_hierarchy_sqlserver.xml'; details follow:
WARN - Creation of view 'tenant_hierarchy_sqlserver.xml' failed
WARN - com.microsoft.sqlserver.jdbc.SQLServerException: There is already an object named 'BI_tenant_h' in the database.

INFO - MDBTools_0305E - Error processing view 'date_view_sqlserver.xml'; details follow:
WARN - Creation of view 'date_view_sqlserver.xml' failed
WARN - com.microsoft.sqlserver.jdbc.SQLServerException: There is already an object named 'BI_usm_request_date' in the database.

Environment

Service Desk Manager 17.3

All Supported Operating Systems

SQL Server MDB

Resolution

Please perform the following:

1.  Take a backup of the MDB database

2.  Run the following SQL queries against the MDB database

delete mdb_schema_information where filename = 'date_view_sqlserver.xml'
delete mdb_schema_information where filename = 'tenant_hierarchy_sqlserver.xml'

3.  Delete both of the SQL views BI_usm_request_date and BI_tenant_h

4.  Delete the %TEMP%/casm directory on the SDM server

5.  Run the SDM 17.3 installer again