When running the knowledge re-index utility (pdm_k_reindex), error "The program was not successful due to a critical error" is received

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When running the utility pdm_k_reindex on a Service Desk system that uses a SQL Server database, the following error appears:

C:\>pdm_k_reindex
 
Got knowledge export/import transaction status Ping the EBR indexing daemon...
Got the hostname of the EBR indexing daemon.
Copy EBR admin entities...
Switch search table name to EBR_FULLTEXT...
Switch reindex table name to EBR_FULLTEXT_ADM...
Truncate EBR_FULLTEXT table...
The program was not successful due to a critical error. Please see the log files for further details.

The Service Desk Manager STDLOG contains errors such as:

[EXAMPLE SDM SERVER]    sqlagt:EBR_FULLTE    6748 ERROR        sqlsrvr.c              646 Execution failed. MISC_DB_ERROR

[EXAMPLE SDM SERVER]    pdm_k_reindex        7892 SEVERE_ERROR BPebrReindex.c         614 EBR::REINDEX::EBR::BPebrReindex::recvmsg::in "MTH::EBR::REINDEX::truncate_table_reply::EBR_FULLTEXT" method.  Error: 15: AHD04199: An unexpected error occurred. Contact your administrator. [Microsoft OLE DB Provider for SQL Server] [ SQL Code=4711 SQL State=42000] Cannot truncate table 'dbo.EBR_FULLTEXT' because it is published for replication.

Note that the table name in the SEVERE_ERROR messages may change

Environment

Release: 12.6 or higher
Component:  CA Service Desk Manager

All Supported SQL Server database

Cause

SQL replication or log shipping is enabled on the MDB database

Resolution

When the pdm_k_reindex utility is run, a TRUNCATE TABLE command is issued for the following tables:

CI_TWA_CI
DLGTSRV
EBR_FULLTEXT
EBR_FULLTEXT_ADM
EBR_PATTERNS
EBR_PROPERTIES
EBR_SYNONYMS
EBR_SYNONYMS_ADM
OPTIONS

If SQL replication or log shipping exists, the "TRUNCATE TABLE" command is prevented and the pdm_k_reindex process fails.

The solution is for the SQL DBA to disable both replication and log shipping for the duration of the pdm_k_reindex on the above tables.

Additional Information

See KB article Database transactions performed during a pdm_k_reindex for a list of steps performed by the pdm_k_reindex command