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 and Higher

Resolution

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