Error: java.lang.Exception: Creating mdbadmin user failed. at com.ca.smsi.installui.tasks.InstallCDB.createUser(InstallCDB.java:299) When Upgrading Service Desk Manager from 12.7 to 14.1

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

Problem: 

The following error appears in the install.log when upgrading CA Service Management database from 12.7 to 14.1:

[InstallCDB] Failed to create mdbadmin user (mdbadmin) for Database Name (mdb) in (<Hostname>) Database.
2016/04/20 15.37.00.257 ERROR [DeployThread: Common tables configuration of CA Service Management] [InstallCDB] Creation of mdbadmin user failed.
java.lang.Exception: Creating mdbadmin user failed.
at com.ca.smsi.installui.tasks.InstallCDB.createUser(InstallCDB.java:299)
at com.ca.smsi.installui.tasks.InstallCDB.installDatabase(InstallCDB.java:196)
at com.ca.smsi.installui.tasks.InstallCDB.run(InstallCDB.java:44)
at com.ca.smsi.wizard.task.Task.start(Task.java:222)
at com.ca.smsi.installcore.DeployThread.run(DeployThread.java:455)
2016/04/20 15.37.00.272 DEBUG [DeployThread: Common tables configuration of CA Service Management] [ProgressPage] ProgressPage - Task Changed Configuración de las tablas comunes de CA Service Management
2016/04/20 15.37.00.272 DEBUG [DeployThread: Common tables configuration of CA Service Management] [ProgressPage] Task State Changed. TaskID: task.install_CDB, Common tables configuration of CA Service Management, Old State: running, New State:failed
2016/04/20 15.37.00.272 DEBUG [DeployThread: Common tables configuration of CA Service Management] [ProgressPage] ProgressPage - Task Error.

Environment:  

Microsoft SQL Server - All supported versions

Cause: 

The SQL Server user being used to upgrade the database does not have the necessary privileges to complete upgrade successfully.

Resolution:

1) Log into SQL Server instance where mdb database is located.

2) Ensure the SQL Server user being used to upgrade the database has the following privileges:

• The user's default schema is set to "dbo" on the mdb (user mapping)
• Default database is set to "master" (General setting on the user properties)
• Server Roles for sysadmin and public are turned on.
• User Mapping for master, model, msdb, tempdb are all set to dbo schema
• For the MDB database, the user should have db_owner and public privileges.

3) Run the upgrade again.

Additional Information:

Further details regarding the database user privileges:

http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec617177.aspx

 

Environment

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