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Exporting List of Tickets in Service Desk Manager Unsuccessful after Upgrade

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Article ID: 256646

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

After upgrading to RU17. customer reported that they were unable to export a list of tickets in Service Desk Manager from a node through the Queue Manager.

Environment

Release : 17.3

Cause

When attempting to run the Export, the following logs are seen:

12/20 12:26:39.22 SERVER pdm_exporter            9628 SIGNIFICANT  pdm_exporter.c         150 Connected to server SERVER (domsrvr)
12/20 12:26:39.23 SERVER pdm_exporter            9628 SIGNIFICANT  nx_exporter.c         1643 Export (pdmweb:SERVER#7641170b:1852ff65109:-7fff-7244-5) started for Userid(F148393) Factory(cr) Where((assignee IS NOT NULL AND group.[group]group_list.member IN (U'5158087404961F41842D0D337035E96A')) AND active = 1 AND type = 'R')
12/20 12:26:39.34 SERVER pdm_exporter            9628 ERROR        nx_exporter.c         1581 No matches found for definition file (1003)
12/20 12:26:39.35 SERVER pdm_exporter            9628 SIGNIFICANT  nx_exporter.c         1680 Export (pdmweb:SERVER#7641170b:1852ff65109:-7fff-7244-5) completed after (0.123) seconds.
12/20 12:26:39.35 SERVER domsrvr                 8704 SIGNIFICANT  connmgr.c             2410 Disconnecting client pdm_exporter-SERVER-#9628

For some reason "r17_3_17_insert.dat" was not loaded in the post install steps in prod.

Resolution

Manually run "pdm_load -f r17_3_XX_insert.dat" in the NX_ROOT/data folder and this should resolve the issue