When attempting to export Knowledge Documents in CA Service Desk Manager (CA SDM), the process fails and an error is received: "Number of errors has reached threshold limit of 10%".

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Article ID: 38100

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description

When attempting to export Knowledge Documents in CA Service Desk Manager (CA SDM) SDM by selecting Administration tab-> Knowledge-> Documents-> Export/Import-> Export/Import templates and selecting a template list, the process fails and an error is received "Number of errors has reached threshold limit of 10%" (the percentage number can vary according to the number of errors).

The error in the CA SDM STDLOG is similar to the following:

 
 SERVERNAME keit_daemon 5660 ERROR DomWrap.c 896 Failed to complete reply method: 'get_chunk' ,BOP Name:'E:/SERVIC~1/site/keit/export/package_SERVERNAME_2016-02-02_02-17-24_400156/attachments/KNOWLEDGE/E13E77088C9C104DBFAB95600F925138_422120_filename.pdf.gz' in class:'Export_Attmnt_Obj', Error:AHD11016:Failed to download the file 'file name'(File does not exist).

Environment

CA Service Desk Manager 12.9 and 14.1

Windows, Linux and Unix

Cause

There are missing file attachments in some of the exported knowledge documents, which prevents the export utility from completing.

Resolution

Verify the error within the CA SDM STDLOG file after the process fails - this will help identifying the knowledge documents which are missing attachments.  Then proceed to detach the documents from the knowledge documents and publish them again.

1.  Set the Knowledge Documents with the missing attachments to rework.
2.  Edit the Knowledge Documents to detach the missing attachment.
3.  In the attachment tab, right-click over the file that is missing and select detach.
4.  Save the changes.
5.  Export the Knowledge Documents again.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: