Known Issues › Known Knowledge Management Issues › Unable to Export Documents from Templates

Unable to Export Documents from Templates

Symptom:

I am unable to export a document using the export or import template. I click the Export button from Documents, Export/Import Templates, but the action does not initiate the exporting function.

Solution:

Incorrect handling of embedded links that reference CA SDM objects instead of files in a repository cause this error. A warning message displays when you click the Export button, similar to the following example:

02/17 15:55:05.30 hostname keit_daemon 4088 WARNING export.c 645 The link 'New Request from a template - 400002'' which references a Service Desk object was encountered. The target object will not be exported. As a consequence, if the link is invalid or incorrect on the server where the document is re-imported the document will need to be altered to reference the correct object.

Using Insert, New Ticket Link lets you automate part of the request or automate another ticket type creation process for users. However, during export while the text in the resolution field exports as is, the linked ticket template cannot export with it.

1. Reimporting the document to the same CA SDM cluster (as defined by a shared backing data store) that it was exported from works correctly.

   The reimport works if the referenced ticket still exists.

2. If you want to export the document to a different CA SDM cluster, modify the resolution to verify that the linked ticket template actually references a ticket template.
3. Verify that the template references the correct ticket template.

   This issue affects all links to CA SDM objects within Knowledge Documents.