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

Document ID : KB000003996
Last Modified Date : 14/02/2018
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Issue:

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.