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Upgrade failed CA SDM 17.1 to 17.3 in xFlow postInstall step

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Article ID: 254287

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

In a environment test "QA" on:

Windows server 2012 r2 - CA SDM 17.1,

Windows Server 2016 - CA Service Catalog 17.1 with CA EEM 12.6  

I am upgrading from CA SDM 17.1 to 17.3 and am getting the following error.

I have followed the following documentation

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/upgrading/pre-planning-for-an-upgrade.html

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/upgrading.html

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/upgrading/upgrade-to-ca-service-management-17-3/upgrading-to-ca-service-desk-manager-17-3/pre-upgrade-tasks.html

Environment

Release : 17.3

Cause

Error message displayed during upgrade was this:

Exception occured while running postInstallAction : Action [content=,dir=,relPath=,switch=,type=xflowEEMconfig,source=null,use64BitPath=false] Please refer to log file at C:\Users\DAYSET-1.ASA\AppData\Local\Temp\casm\install.log and retry.

Searching for "xflowEEMconfig" in the install.log returned this:

 Line 13188: 2022/11/08 00.45.46.963 INFO  [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [XflowEEMConfigure] Executing post install task : xFlow configuration for EEM.
 Line 13194: 2022/11/08 00.45.47.093 ERROR [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [XflowEEMConfigure] Failed to update eiam config file in search micro service.
 Line 13195: 2022/11/08 00.45.47.094 DEBUG [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [PostInstallBase] Return result from execute of xflowEEMconfig is  success ? :false
Search "fail|error|task|warn" (758 hits in 3 files of 3 searched)

Looking at the context surrounding line 13194 revealed:

 Line 13188: 2022/11/08 00.45.46.963 INFO  [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [XflowEEMConfigure] Executing post install task : xFlow configuration for EEM.
 Line 13189: 2022/11/08 00.45.46.964 DEBUG [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [FileUtilities] Loading the properties C:\Windows\analystUI.ini
 Line 13190: 2022/11/08 00.45.46.964 INFO  [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [AnalystInfo] L1Path : D:\CA\xFlow
 Line 13191: 2022/11/08 00.45.46.964 INFO  [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [AnalystInfo] version : 17.0.0.0
 Line 13192: 2022/11/08 00.45.46.964 INFO  [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [AnalystInfo] L1 Analyst Components location : (D:\CA\xFlow)
 Line 13193: 2022/11/08 00.45.46.964 INFO  [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [EEMUtils] Attempting to find eiam.conf under : D:\CA\xFlow
 Line 13194: 2022/11/08 00.45.47.093 ERROR [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [XflowEEMConfigure] Failed to update eiam config file in search micro service.
 Line 13195: 2022/11/08 00.45.47.094 DEBUG [DeployThread: Running Post-Installation Steps for xFlow Interface Updates: 17.3] [PostInstallBase] Return result from execute of xflowEEMconfig is  success ? :false

It was looking for eiam.conf in folder D:\CA\xFlow

In the end the conclusion was that the existence of USS in the previous version of Service Desk was preventing the upgrade of xFlow.

Resolution

Reverted the Service Desk server to the last Snapshot before update and did the following:

1.- USS was uninstalled
2.- The command DBCleanupUtility.bat was executed
3.- CA EEM 12.5 to 12.6 was updated
4.- Upgrade CA SDM 17.1 to 17.3 was executed

CA SDM 17.1 to 17.3 could now be successfully upgraded