Unable to merge or delete requests/ Unable to take a backup in new instance

Unable to merge or delete requests/ Unable to take a backup in new instance


Cannot merge or delete requests. Also, cannot take backup in a new instance with data.


Any of these issues may occur due to orphan entries present in DB. i.e. when we delete a service category in CMDB, it actually gets removed from UI but few related entries remain in DB.

Error trace for merge issue:

com.adventnet.servicedesk.workorder.action.WorkOrderAction]|[SEVERE]|[110]:  Exception while trying to merging as threaded request 19200|  com.adventnet.persistence.DataAccessException: SQLException occured while retrieving rows that are to be deleted from the table ServiceReq_Email Caused by: java.sql.SQLException: ERROR: column servicereq_email.udf_char8 does not exist

1. Download and extract the 1.fjar file from the below link and  place it under  \ManageEngine\ServiceDeskPlus-MSP\Fixes . 

Note: If there is no Fixes folder, please create one.

2. Restart the MSP application service. 

3. Invoke the below URL. 

4. It will show success or failure message depending on whether the fix is applied or not  

5. If it shows success, restart the server again and then check the issue. 


1.  This issue (Issue ID: 12676) is fixed permanently in the next build 9414 which is due for release by the end of Feb 2019. So, customers can upgrade to 9414 to get rid of this issue.

2. This fix is applicable to builds above 9400. Hence customer who would wish to apply the fix on the same build they are, can make use of it.

      • Related Articles

      • Requests duplicated - Not deleted from inbox after fetching

        Issue When emails are fetched as requests, the application places a delete flag which is delete the email from the inbox. In this case, the emails are not deleted allowing the application to fetch the same email again and again  Cause  Issue occurs ...
      • How to take a backup in SDP-MSP

        In 10.6 when running a backup using backdata.bat/backdata.sh the backup file will be in .ezip format. Backup with .ezip format can be restored to the same database platform only. For example a backup with .ezip when taken from postgres DB cannot be ...
      • Query to find requests deleted by technician

        This report is used to find the deleted request in the application. We can get the data from the Trash and system log viewer.   To make any changes to a query, refer to the KB article below. SELECT err.message "System log message", err.errormodule ...
      • Query to find deleted survey

        Go to Reports >> New Query Report >> Run the below query to get the data SELECT err.message "System log message",        err.errormodule "Module",        err.suberrormodule "Sub Module",        err.action "Action",        err.type "Type",       ...
      • Can we restore a deleted technician as it appears under deleted users?

        Once a technician user account is deleted, the same user account cannot be added back. When a technician is deleted, we do not delete all the traces of the user. For historic purposes, the user will be available in certain records.  create a new user ...