JARs to customers
Debug JAR for Exception Trace While Parse Error Exception Raised during Mail Fetching
Build Compatibility : 12007 FJAR Description : FJAR Handles the parse error while fetching mails by catching the messaging exception, notifying the administrator & technicians (Configured in Notification Rules - Send when Application Error Occurs). ...
Debug JAR for Exception Trace while updating Mail Server Details
FJAR Description : Attached FJAR prints the DataAccessException trace, errorcode and errorstring. DataObject used for updation where exception raised.
Unable to send reply’s in a specific format from the application when EWS is configured
When trying to send reply mail, if a user mail address is entered in the format "Name<email-address>", then an exception in EWS since, could not resolve this toaddress. Log Trace : [22:10:27:393]|[09-21-2022]|[SYSERR]|[INFO]|[157]: ...
Email Command Replacement Issue : Replying with 'EditRequest' creates new request
Refernce Ticket : #8115154 Reference Issue : SD-105028 ISSUE : When the user tries to editRequest using email command by replying to the mail received from technician, A new request is added instead of updating the old request. Cause : ...
Custom Data Word Vector
Issue: Zia Approval prediction is not working when the prediction query has signature and new words other than custom data present in it. Fix: -> The proper approval comment and the signature has new line character(\n) in between them. So splitting ...
Exception while Processing Inline Image with incorrect file name extension
Reference : Ticket Cause : Inline Images could not be processed with incorrect file name, for example "4d54308871ec465c8233d0f470db0308.do?sys_id=4fdfcb17475c1d50c594c133846d436a" . While constructing the filename in our end, the values after ...
Identifying Signed Mail which have different content-type like "Application/MS-TNEF" rather than "multipart/signed".
Reference : Ticket 1 , Ticket 2 Cause : Signed mails are processed through JavaMail instead of EWS APIs. To identify signed mails, we search for "multipart/signed" in "content-type" header. In this environment, the header value is ...
Zia Prediction Shows Rejected Due to Signature Content
Issue: Zia Approval prediction is not working when the prediction query has signature in it. Fix: The proper approval comment and the signature has new line character(\n) in between them. So splitting the content into two and predicting the first ...
Zia prediction fails due to signature content
Issue: Zia Approval prediction is not working when the prediction query has signature in it. Log Trace: [12:15:08:465]|[07-05-2022]|[com.manageengine.servicedesk.sdpai.utils.ApprovalPrediction]|[INFO]|[147]: result::-1.0| ...
Upgrade getting failed when "output" folder is not present under ZIA directory when migrating to 13005 or above
Issue: In the issue fix SD-101380, the AI_DEFAULTMODEL table is removed. That table will be holding the default trained model IDs of Zia Approval Prediciton and the actual models will be stored physically under "<Installation ...
Handling HTML Mails as Plain Mails due to the absence of ";"
Reference Ticket : #7902665 Files Modified : <SDP>\helpdesk\src\library\com\manageengine\servicedesk\mail\core\ProcessEWSMessage.java JAR Compatibility : 12002 SDP Build version Description: The HTML mails are treated as plaintext mail ...
Email attachment is not getting extracted during Mail Processing which has UpperCase content-type
Reference Ticket https://pitstop.manageengine.com/agent/manageengine/servicedesk-plus/tickets/details/24001583492314 Files Modified <SDP>\helpdesk\src\library\com\manageengine\servicedesk\mail\core\ProcessMailMessage.java JAR Compatibility 12002 SDP ...
Email with .wav attachment is not getting extracted during Mail Processing
Reference Ticket https://pitstop.manageengine.com/agent/manageengine/servicedesk-plus/tickets/details/24001596034065/ Files Modified <SDP>\helpdesk\src\library\com\manageengine\servicedesk\mail\core\ProcessMailMessage.java JAR Compatibility 13001 SDP ...
Normal emails sent from Outlook desktop app is considered as bounced mail due to the blank return-path header value (<>)
Normal emails sent from Outlook desktop app is considered as bounced mail due to the blank return-path header value (<>) Debug: For bounced mail detection, internally we will be checking whether the return-path header value is blank or not. In ...
Email with .wav attachment is not getting extracted during mail processing due to the issue fix of SD-65175.
Email with .wav attachment is not getting extracted during mail processing due to the issue fix of SD-65175. The content-type of the attachment is APPLICATION/OCTET-STREAM. Since it is in Upper case the following condition - ...
Mail Fetching schedule is stopped when connection failure happens during mail deletion
Mail Fetching schedule is stopped when connection failure happens during mail deletion. Error Trace: [11:49:57:638]|[10-23-2021]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[276]: delete mode start| ...
Debug jar for Formatting issue in request while processing via email
Debug jar for finding the actual root cause for the formatting issue in requests created via Mail. Added debug log prints to troubleshoot the issue Reference Ticket: ...
Unable to edit the Notification Rule in a different portal when default helpdesk's License is expired
Issue: A redundant code is throwing an exception at a particular case - when Default Portal is license expired and other Portal Admin is trying to edit one of the Notification Rule. Fix: Removed the Redundant code. Issue ID: SD-97253 Compatibility: ...
Zia approval prediction failure even with customized data
Zia approval prediction is not working as expected even though the data is given under customized data. Fix: The customized model will be considered for the prediction at first and then if it fails to predict, the default model will be considered. ...
Failure during Zia Reopen prediction process stops the mail fetching schedule
When the requester replies to closed/resolved requests with empty content or if there is no proper content except the content of the parent mail, then no content will be available for zia reopen prediction process and an exception will be ...
Out-of-Office emails are not detected as auto-generated mail
Out-of-office automated reply mails are not detected as auto-generated emails, so requests are getting reopened. This issue occurs due to the case-sensitive check done internally to retrieve the header "Auto-submitted" from the mail but the mail ...
Zia prediction failure due to security statements at the front of email content
Issue: Zia approval prediction fails when security statements are present at the starting of the mail content. Since we consider the first 100 characters and 2 sentences from the content, the approval comment given by the user was not considered due ...
Problem in extracting emails via EWS from 11134
Emails getting fetched via EWS are getting failed to process and stops the Mail Fetching when that mail's object doesn't have InternetMessageHeaders. Note: This issue will not occur for all emails extracted via EWS except for the emails which don't ...
Fix for SD-89148 (11126)
The jar has a fix for SD-89148 which is already released in 11129. NOTE: Please ask the cx to upgrade which is the first most preferable option, if not go for this temporary patch Files Modified : ...
After upgrade to 11123 or above Reply mails sent from SDP to the same SDP helpdesk mailbox is being processed instead of getting deleted!
The fix jar will neither allow processing the system reply mails as a new request nor getting appended as a conversation for that request Ticket: https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Cases/dv/24001054346764 ...
Fix for troubleshooting the alias email address is not fetched as To Address instead the primary address is retrieved.
Ticket: https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Cases/dv/24001048036701 Files Modified : <SDP>\helpdesk\src\library\com\manageengine\servicedesk\mail\core\IncomingMail.java ...
Fix for SD-89028
The following jar contains the fix for the issue SD-89028 Ticket: https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Cases/dv/24001024233744 Files Modified : ...
Debug jar for testing LDAP pagination for OpenLDAP server and temporary workaround for updating User Additional Fields
The debug jar is given for the below purposes: 1) To test the LDAP pagination (200 records at a time) for OpenLDAP server 2) To import User Additional fields using API Field name temporarily. Ticket: ...
Fix jar to avoid orphan entries in APPROVALSTAGE Table during change deletion
The fix jar is given to delete the orphan entries in APPROVALSTAGE table during the deletion of change Ticket: https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Cases/dv/24000973835805 Files Modified : ...