Troubleshooting

This topic lists the troubleshooting topics for the KMDocumentExport utility.

Cannot find KM articles in the expected directory

Possible causes:

• KM articles are exported in the Service Manager server side instead of the client side.

• The path argument in doExport(path, hasView, exportStatus) is incorrect.

  For example, if the path argument is entered as C:\Work\KMExport for the Windows server, you cannot find the exported articles in the expected directory because the correct format is C:\\Work\\KMExport.

Solution:

Find the exported articles in the <SM_install_location>\Server\RUN directory.

The article count in metadata.xml is inconsistent with that in the articles folder

Possible cause:

The metadata.xml file is overwritten with the latest results after each exporting. However, the files created by previous exporting in both the articles folder and the resources folder are not removed during the next exporting process. This may cause the article count inconsistency issue when comparing the article count in metadata.xml with that in the articles folder.

Solution:

Use a new export path and a new folder each time.

Customized fields cannot be exported to KM articles

Possible cause I:

The hasView argument in doExport(path, hasView, exportStatus) is set to false.

If the hasView argument is set to false, only OOB article content fields (such as problem, solution, question, answer, error, cause, fix, summary, and reference) can be exported, whereas other customized fields cannot be exported.

Solution:

Use the exporting view if any customized fields need to be exported.

Possible cause II:

The hasView argument in doExport(path, hasView, exportStatus) is set to true, but the template view lacks some customized fields.

Solution:

Check the Auto Created View for KM Export view of the corresponding kmdoc type to make sure that all content fields to be exported are defined in this view.

The exported article displays the “There is no content for this KM Article.” message

Possible cause I:

The hasView argument in doExport(path, hasView, exportStatus) is set to false, whereas the OOB article content fields (such as problem, solution, question, answer, error, cause, fix, summary, reference) are all empty.

Solution:

Use the exporting view to export KM articles.

Possible cause II:

The hasView argument in doExport(path, hasView, exportStatus) is set to true, whereas the fields defined in template view are empty.

Solution:

Check the Auto Created View for KM Export view of the corresponding kmdoc type to make sure that all content fields to be exported are defined in the view.