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; msg='Number of errors have reached threshold limit of 1%.'; msg='1'; msg='1';-
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’.
Service Desk 14.1 /12.9
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.