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Support Article

Upgrading Pega Customer Service fails with "Import failed" error



When upgrading from Pega Customer Service 7.1.2 to 7.1.4 on Pega 7.1.9, the upgrade fails with an error.

Error Messages

Error: Import failed due to an unallowed change (Column type)

Steps to Reproduce

 Import CustomerService_714.jar on Pega 7.1.9

Root Cause

A defect in Pegasystems’ code or rules.

The CPM 7.1.2 had the wrong type for pyUrgencyAdjustment column in pca_work table.

It should have always been a numeric type, instead of the varchar that was set in CPM 7.1.2.


Perform the following local-change:

If there is no data in the pyUrgencyAdjustment column of the pca_work, user can convert the data type (change varchar to number type) ahead of the import. Or, user can download the DDL during the import process and apply it manually. Then, the import should proceed fine.

If user has data in the pyUrgencyAdjustment column of the pca_work, the database does not allow user to change the column’s data type.

If user needs to keep that data, user may have to create a new column, copy the data while converting it and then rename the new column.

If user does not require the data, user can just drop that column from the table and upgrade. The upgrade script adds the column back. 


Published January 31, 2016 - Updated December 2, 2021

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