Restoring the attachments that are attached to the requests/change orders/issues after an archive/purge and restoration.

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

After restoring the backed up data, if the attachment tab on the Request/Change order/Issue detail screen is clicked the following error is displayed:
The file is not able to display. Only attachments with a status of 'Installed' may be viewed".

Environment

CA Service Desk 11.2, 12.1, 12.6, 12.7, 12.9, 14.1, 17.0

Cause

The flag for the attachment was set to "ARCHIVED" and needs to be set to "INSTALLED"

Resolution

Perform the below steps in order to resolve the error:

1. Run the following command on the Windows Command Prompt of the Server to extract the data .
   
   pdm_extract -f "select * from Attachment where status = 'ARCHIVED'" > att.txt
   
   
2. Backup the att.txt file and rename it. For example, rename it to BACKUP-att.txt .
   
   
3. Using a text editor like Notepad, open the text file named att.txt .
   
   
4. Find and replace all the value instances of "ARCHIVED" to "INSTALLED" .
   
   
5. Save the text file.
   
   
6. Reload the file into Service Desk Manager by executing the following command in a Windows Command Prompt:
   
   pdm_load -u -f att.txt
   
   
7. The attachments will now be visible.
   
   Or, the alternative method is to recycle Service Desk Manager services to fix the problem.