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.
Cisco recommends that you have knowledge of these topics:
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.
Technical Tips Conventions for more information on document
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
create the new article. When you click Save, the EIM throws an Article could
not be created error.
This shows the example 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
This issue is a documented bug: Cisco Bug ID
(registered customers only)
As a workaround, run this on eGActiveDB:
Note: Once this is completed, you do not need to restart anything.
Run select max(article_id) from
EGPL_KB_ARTICLE_VERSION. Note the article_id
#, which is the result of this query.
Run update egpl_all_sequence set
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.