CA Service Management

We are attempting to use pdm_ket to export the details of some Knowledge Documents but we are getting an error and it is then saying there is nothing to export.

A sample sequence from the stdlog file is:

... domsrvr     9588 SIGNIFICANT  connmgr.c   2394 Connecting client pdm_ket
... keit_daemon 3088 SEVERE_ERROR bpobject.c  5350 Attempt to cast type NIL BPData to long
... keit_daemon 3088 SIGNIFICANT  export.c     462 get_kd_count() - No documents found to be exported
... domsrvr     9588 SIGNIFICANT  connmgr.c   2394 Disconnecting client pdm_ket

There doesn't seem to be anything useful in either of the log files that are specific to this utility.

There definitely are KDs to be exported and we have tried without any filters.

The output files are getting produced in the appropriate place, including a keit_config.xml file.

We can get the utility working in one of our test environments but not in our UAT or Production. We are using the same template definitions in each environment.

We are running r12.6 - fully patched - and with the same code in all our environments.

Has anyone else struck this error before and know what the actual problem is here?

Thanks,

Alan

Hi Alan,

If you turn on some additional logging on the keit_daemon, it might shed a bit more light on the document that it is failing on in the stdlog:

- pdm_logstat -n keit_daemon TRACE

To turn the logging off again:

- pdm_logstat -n keit_daemon

Regards,

Gordon.

Hi Gordon,

Thanks for this. The extra info from the trace is revealing but only so much.

It starts with:

...   keit_daemon  3088 TRACE        keit_daemon.c          416 Keit_Daemon - Issue method: export
...   keit_daemon  3088 TRACE        api_misc.c             495 In procs() and in_pattern is NULL
...   keit_daemon  3088 TRACE        ktuser.c               169 Creating CKTUser 03315020 (AlanEt@datacom.co.nz) for BPObject top
...   keit_daemon  3088 WARNING      bpobject.c            2396 Sending refcount message to unregistered process domsrvr:02|KmeAAA
...   keit_daemon  3088 WARNING      bpobject.c            2396 Sending refcount message to unregistered process domsrvr:02|SmeAAA
...   keit_daemon  3088 TRACE        keit_daemon.c          416 Keit_Daemon - Issue method: got_session
...   keit_daemon  3088 TRACE        export.c                55 Started class Export_Main_Obj
...   keit_daemon  3088 SEVERE_ERROR bpobject.c            5350 Attempt to cast type NIL BPData to long
...   keit_daemon  3088 TRACE        FileMng.c              432 IsPathExist() - Unable to find path C:/PROGRA~2/CA/SERVIC~1/site/keit/export/package_DEZWTAP02_2018-08-30_01-59-43_0 (No such file or directory (2))

And it looks to me like we have already gone off the rails because the folder name it uses has a suffix of "_0" rather than the id of the Export/Import Template record (which is what it looks like from successful runs in the distant past).

The most conspicuous thing in the rest of the output data is the following:

...   keit_daemon  3088 TRACE        export.c              1030 build_where() - (ACTIVE_STATE >= 0 AND ACTIVE_STATE <= 99 AND DOC_TYPE_ID = 1 AND REWORK_VER = 0) AND (tenant IS NULL)

I have applied that criteria via pdm_extract commands and our records qualify for everything except the very noticeable "(tenant IS NULL)". We have multi-tenancy enabled, and the Export/Import Template has been created within the same Tenant as the Knowledge Document but we are getting this incorrect result.

By the way I have tried running the export from both within the GUI and via the Command-Line, and get the same results in each case.

Any ideas what is upsetting it?

Are there any special characters involved?  The above message suggests that somewhere, the template name or the like, there may be an incompatible character set (double byte for example) causing this.

David,

You are right on the mark. I don't know what the character was but I just update the Template name to a very short and simple one and all is now working.

Thanks to both Gordon and David for your help.