I'm trying to create a knowledge export filter in Service Desk Manager, but it's failing to export anything.

Document ID:  TEC1916616
Last Modified Date:  08/11/2017
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Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0
  • CA Service Desk Manager:Release:12.9 CA SDM

Components

  • UNICENTER SERVICE DESK RXX:USRD
Summary:

Service Desk Manager allows the ability to export knowledge documents which then can be imported into a different environment. It may be possible that you'd only like to export documents based on a certain criteria, but the "Additional Filter" field does not appear to working correctly. Review of the stdlogs may show a message similar to:

"Attr not found or not atomic" 

Instructions:

When composing a filter it's required that the attributes being defined need to be written with the correct name and case, otherwise they will fail. The name and case are based on how they are defined in the domsrvr dictionary (review of the site\ddict.sch displays all attributes). It's important to note that most knowledge attributes (which reside in the "SKELETONS" table) are written in all upper case.

 

For example if you want to filter based on all knowledge documents that have a Title that contains the word "Install" the "Additional Filter" should be written as:

TITLE like 'Install%'

 

Another example might be if you wanted to only export knowledge documents that were published, you can use a statement like:

 

STATUS_ID = 70

 

Additional Information:

Further information on how to export/import knowledge content is located here:

 

https://docops.ca.com/ca-service-management/14-1/en/using/knowledge-management/administering-knowledge-management/how-to-export-import-knowledge-documents

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