How to retrieve/reactivate deleted knowledge documents in a published state?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

 

Many client might want to retrieve the deleted Knowledge documents in a published state.

Environment

Release: CA Service Desk Manager 17.3.X . 

Resolution

Solution:

When we Search for Knowledge Documents from under Knowledge Tab, It will only display those documents that are in Published Status. This is determined by the column "active_state" present under the SKELETONS table.

Active State      -              Status
===========================================
       0          -              Published
       1          -              Draft
       2          -              Retired
     -100         -              Deleted

In order to re-activate you will have to update the Active State value from -100 to 0 (Draft State) or 1(Published State) using tool such SQL Query Analyzer, Management Studio or Oracle SQLPlus or Enterprise Management.

• select * from SKELETONS where active_state=-100
  • This will display list of deleted documents.
    
    
• update SKELETONS set active_state = 0 where active_state=-100
  • This will set all the documents in deleted state to published state.
  • Run pdm_cache_refresh -t SKELETONS