MDB Upgrade Failure - tenant_hierarchy_sqlserver.xml and date_view_sqlserver.xml

Products

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

Issue/Introduction

When upgrading Service Desk Manager (SDM) or applying a RU patch, the upgrade fails at MDB update portion.

The following errors are seen in the INSTALL.MDB log file:

INFO - MDBTools_0305E - Error processing view 'tenant_hierarchy_sqlserver.xml'; details follow:
WARN - Creation of view 'tenant_hierarchy_sqlserver.xml' failed
WARN - com.microsoft.sqlserver.jdbc.SQLServerException: There is already an object named 'BI_tenant_h' in the database.

INFO - MDBTools_0305E - Error processing view 'date_view_sqlserver.xml'; details follow:
WARN - Creation of view 'date_view_sqlserver.xml' failed
WARN - com.microsoft.sqlserver.jdbc.SQLServerException: There is already an object named 'BI_usm_request_date' in the database.

Environment

Service Desk Manager 17.3 and 17.4

All Supported Operating Systems

SQL Server MDB

Resolution

Please perform the following:

1.  Take a backup of the MDB database

2.  Run the following SQL queries against the MDB database

delete mdb_schema_information where filename = 'date_view_sqlserver.xml'
delete mdb_schema_information where filename = 'tenant_hierarchy_sqlserver.xml'

3.  Delete both of the SQL views BI_usm_request_date and BI_tenant_h

4.  Delete the %TEMP%/casm directory on the SDM server

5.  Run the installer again