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Creation of Knowledge Base Article with Cisco Unified Web and E-Mail Interaction Manager Version 4.2(5) Results in "Article Could Not Be Created" Error

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Document ID: 109674

Updated: Feb 23, 2009

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Introduction

When you try to create a new Knowledge Base article in the Cisco Unified Web and E-Mail Interaction Manager 4.2(5) for Cisco Unified Contact Center Express, you receive the Article Could Not Be Created error, and the article is not saved. This document discusses how to troubleshoot this issue.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

Components Used

The information in this document is based on the Cisco Unified Web and E-Mail Interaction Manager (EIM) version 4.2(5).

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

Log in to the default partition (partition 1) on a newly installed and/or upgraded Cisco Unified Web and E-Mail Interaction Manager 4.2(5) system, with a partition administrator account or any user configured with knowledge author rights. Choose Knowledge Base\Departments > anydepartment > Shared > new folder > new article and create the new article. When you click Save, the EIM throws an Article could not be created error.

This shows the example log, C:\CIM\eService\logs\eg_log_eim_Application Server.log .

13:22:12,703 <@> ERROR <@> [157:ExecuteThread: '46' for queue: 'default']
<@> ProcessId:5804 <@> PID:1 <@> PNAME:force3 <@> UID:1 <@>
UNAME:eimadmin <@> com.egain.platform.module.kb.article.Article <@> create
<@> I18N_EGPL_ARTICLE_CREATE_FAIL   Violation of PRIMARY KEY constraint
'PK_EGPL_KB_ARTICLE_VERSION'. Cannot insert duplicate key in object
'dbo.egpl_kb_article_version'. <@>

This issue is a documented bug: Cisco Bug ID CSCsw70333 (registered customers only) .

Solution

As a workaround, run this on eGActiveDB:

Note: Once this is completed, you do not need to restart anything.

  1. Run select max(article_id) from EGPL_KB_ARTICLE_VERSION. Note the article_id #, which is the result of this query.

  2. Run update egpl_all_sequence set sequence_number=XXXX where table_name='EGPL_KB_ARTICLE_VERSION'. XXXX has to be 1 greater than the result from Step 1. For example, if the result from Step 1= 2000, use 2001 for XXXX.

Related Information

Updated: Feb 23, 2009
Document ID: 109674