Failed Installation generates MDBTools install error=1

Products

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

Issue/Introduction

Installation is failing in an environment with a cloned database

No ERROR level logs are generated to indicate what the possible issue could be

The following logs are seen:

install.log

2024/08/12 16.44.29.071 DEBUG [DeployThread: Configuring CA Service Management Common Tables] [InstallCDB] 08-12,16:44:29 Pre-check OKAY ( will upgrade MDB version-1.5 )
2024/08/12 16.44.29.258 DEBUG [DeployThread: Configuring CA Service Management Common Tables] [InstallCDB] 08-12,16:44:29 Loading CADB...
2024/08/12 16.44.29.274 DEBUG [DeployThread: Configuring CA Service Management Common Tables] [InstallCDB]                        using APM_CDB
2024/08/12 16.44.37.383 DEBUG [DeployThread: Configuring CA Service Management Common Tables] [InstallCDB] 08-12,16:44:37 MDBTools install error=1
2024/08/12 16.44.37.711 DEBUG [DeployThread: Configuring CA Service Management Common Tables] [InstallCDB] 08-12,16:44:37 Setupmdb exit /B return code=1
2024/08/12 16.44.37.727 INFO  [DeployThread: Configuring CA Service Management Common Tables] [ActiveProcessHolder] Exit Monitor. Process ID (PID): 4548
2024/08/12 16.44.37.727 DEBUG [DeployThread: Configuración de las tablas comunes de CA Service Management] [InstallCDB] Command terminated with error
2024/08/12 16.44.37.727 DEBUG [DeployThread: Configuración de las tablas comunes de CA Service Management] [InstallCDB] Command terminated with exit code: 1
2024/08/12 16.44.37.727 DEBUG [DeployThread: Configuración de las tablas comunes de CA Service Management] [InstallCDB] Exit code of CDB script : 1

install_<mdb>.log

2024-08-12 16:44:34,070 INFO - MDBTools_0116I - Reconciling the database with the MDB schema information
2024-08-12 16:44:35,023 INFO - MDBTools_0319I - Reconciliation detected that trigger 't_usp_record_lock.xml' is missing from the database
2024-08-12 16:44:36,883 INFO - MDBTools_0104I - Total time: 0H:0M:6S.
08-12,16:44:37 MDBTools install error=1 
08-12,16:44:37 Setupmdb exit /B return code=1 

Investigation into this trigger shows that it does exist in the database

Environment

Service Management 17.4 Installer.

Oracle 19c database.

Cause

SQL operations are failing during installation

Resolution

SQL Errors may be logged at the DEBUG level which is not enabled by default

We suggest enabling DEBUG logging for the MDBTools installation. 

Due to the sensitive nature of enabling this DEBUG logging, we recommend you engage support for assistance with this.

In one example, we saw the following error after enabling DEBUG in install_<mdb>.log:

DEBUG - Unexpected SQL error -- getErrorCode: 12899

DEBUG - Exception Msg: ORA-12899 value too large for column MDBADMIN.TEMP_MDBTOOLS_PERMISSIONS .TABLE_NAME (actual: 31, maximum: 30)

After increasing the size of the column TABLE_NAME in TEMP_MDBTOOLS_PERMISSIONS, the installer was able to complete

If modifying the database is necessary, please ensure you have taken the necessary backups and involve the customers DBA.