When attempting to export the existing knowledge in Service Desk, the application prompts an error and the export process fails

Products

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

Issue/Introduction

When attempting to export the existing knowledge in Service Desk, the application prompts an error and the export process fails.

Number of errors have reached threshold limit of 3%.

Total document(s) exported.

Export completed with 1 error(s).

The stdlog wil show an error similar to the following:

04/06 11:26:59.29 PGBU-2K8-TMPL  keit_daemon         29664 ERROR        DomWrap.c              928 Failed to complete reply method: 'get_kd' ,BOP Name:'all-docs' in class:'Export_Main_Obj', Error:id, T?TLE, NOTES

04/06 11:26:59.29 PGBU-2K8-TMPL  keit_daemon         29664 ERROR        export.c               298 Export_Main_Obj::recvmsg() - Failed to export document -842150451

04/06 11:26:59.29 PGBU-2K8-TMPL  keit_daemon         29664 SIGNIFICANT  export.c               309 Export_Main_Obj::recvmsg() -  Number of errors has reached threshold limit of 10%

04/06 11:26:59.29 PGBU-2K8-TMPL  web:local           14252 ERROR        kt_admin.spl          1169 msg[0]=0; msg[1]='Number of errors have reached threshold limit of 1%.'; msg[2]='1'; msg[3]='1';-

Environment

Service Desk 14.1 /12.9
 

Cause

There are invalid characters detected in the document attributes in the nx.env file under the variable @NX_KEIT_AVAILABLE_FIELDS, the accent characters cannot be added in the nx.env or nx.env.tpl files.
i.e.  The errors captured in the log shows the word ‘T?TLE’ which is actually ‘TÍTLE’.
 

Resolution

1. Locate the variable @NX_KEIT_AVAILABLE_FIELDS in the files nx.env file and nx.env.tpl, remove or fix the invalid characters in both files save the changes and restart Service Desk.
2. Then go to the administration tab->knowledge->documents->export/import->export/import template.
    Select the template that failed and verify that the attribute with the invalid character is no longer in the list of attributes, if it is still in the selected attributes, remove it from the list by editing the template and then test again the export.