Unable to save/edit Incident Templates

Unable to save/edit Incident Templates

If you happen to see issue while editing an existing incident template, or error while saving new incident template created with the below error,


Then get the server.xml from the MSP\conf folder and make the below changes, 

<Connector SSLEnabled="true" URIEncoding="UTF-8" address="" ciphers="TLS_RSA_WITH_3DES_EDE_CBC_SHA,TLS_ECDHE_RSA_WITH_3DES_EDE_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256" clientAuth="false" compressableMimeType="text/css,text/javascript,application/javascript,text/plain,text/html" compression="on" compressionMinSize="2048" enableLookups="true" keystoreFile="conf/studenthelpdesk.pfx" keystorePass="xxxxxxxxxxx" keystoreType="pkcs12" maxPostSize="-1" maxSpareThreads="75" maxThreads="150" minSpareThreads="25" noCompressionUserAgents="gozilla, traviata" parseBodyMethods="POST,PUT,DELETE" port="8443" scheme="https" secure="true" server="-" sslEnabledProtocols="TLSv1.2,TLSv1.1,TLSv1" sslProtocol="TLS"/>    

<Connector SSLEnabled="true" address="" ciphers="TLS_ECDHE_RSA_WITH_3DES_EDE_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA,TLS_RSA_WITH_AES_128_CBC_SHA256,TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256" clientAuth="false" connectionTimeout="20000" enableLookups="false" keystoreFile="conf/studenthelpdesk.pfx" keystorePass="xxxxxxxxxxx" keystoreType="pkcs12" maxThreads="200" parseBodyMethods="POST,PUT,DELETE" port="8443" protocol="com.manageengine.servicedesk.protocol.ExtendedHttp11NioProtocol" redirectPort="8444" scheme="https" secure="true" server="-" sslEnabledProtocols="TLSv1.2,TLSv1.1,TLSv1" sslProtocol="TLS"/>

The TEXT highlighted in RED should be added for the port, as well as for the NIO port and save.

Restart the application service once to resolve the incident template save issue.

          • Related Articles

          • Customize the category list/selection based on template.

            The Category applies to all the templates in SDP-MSP.  You can hide them using the field and form rules to make them unavailable for users.  Under Admin >> Incident Template >> Edit the template in questions >> Field and Form Rules tab. You can ...
          • Convert Incident to Service Request

            For builds before 10536 The option will be available at: open the respective request > Actions > Convert incident to service request ​ For builds after 10600 Edit the respective request > click on the Template dropdown [top-right corner] > Choose the ...
          • Disable Default Template - Using FAFR

            1. Navigate to Admin>Incident Template>> Edit Default Template  2. Select Field & Form Rules Tab 3. Select On form Load  4. Make sure to select "Applies to Technicians" and set the action as Execute Script and paste the below script  ...
          • Query to display additional field associations with templates

            Use case The reports shows in which templates the created additional fields are associated  Query select sd.name "Service Catalog Name",            rt.templatename "Template name",            fc.field_name "Fields" from requesttemplate_list rt left ...
          • Unable to save Preventive maintenance tasks

            Issue: Unable to update just one PM task with more than 300 tasks. When tried to save the PM task, it simply throws "User does not have sufficient privilege".  Cause: By default we would have restricted for these many tasks added in PM task. We can ...