JARs to customers
Fix for Attachment being dropped in 14501 series
Issue: Due to special characters in the attachment, the attachment from mails are getting dropped. Fix: 1. The special characters in the attachment are replaced with "_" character. (Fixed in 14505 build. SD-113853) 2. Even then if the attachment name ...
Fix - Add conversation only based on id in the subject
Issue: Recently, many customer have asking for a requirement to add conversation to request only when the request id is present in the subject of the mail in the desired format. Meaning, conversation addition shouldn't add based on mail headers like ...
Random Logout fix (SD-113692)
Fix for 14202 to 14504: Download and place the logout_random_sd-113692_14202_14504.fjar in '<sdp>/fixes' folder Restart SDP service for the changes to take effect. To revert, undo the changes and restart SDP service.
Unable to map the request to the user when from mail address has encoded value
Root Cause: When we get the from mail address from the mail as encoded value the user is not mapped to the request. Fix: We will decode the received encoded from mail address value while processing the mail. Check the "Jar Compatibility" section to ...
Mail Fetching : Inline Image URL Replace error.
Issue: Mail fetching is stopping due to inline image Handling. The problem with replacing inline image URLs is the underlying cause of the issue. The issue will occur during addition of conversation not in new request creation. ErrorTrace: ...
Fix jar for Cx 9203603 | Combination of SD-112701 and SD-113146
Attached .fjar file consists of two issue fixes. They are listed below SD-112701 - Email commands do not work if the incoming mails are fetched using Microsoft Graph. This issue occurs only if the commands are present at the end of the description ...
Disabling Email Notifications when new request creation via mail is restricted
Issue When new request creation through mail is restricted a email notification will be sent to the requester as below. We does not have option to disable this email notification. Fix Apply the attached fix jar to disable the notification. Note ...
Temporary fix jar for the attachment filename related problem in Mail fetching for CX ticket #9178069.
Root Cause: When retrieving an email with an attachment whose filename includes non-Latin characters, the filename extension is altered from .docx to .doc x (This issue is orginates from Microsoft side) Fix: We will change the received extension to ...
Headers are in English / Partial content is in English / Application Keys are shown after upgrade
Issue: Any of the following issues can occur. Issue can occur post upgrade too. Even if application is set to non-english language, headers are shown in English. Some portion in the application is still in English while the rest of the application is ...
Fix jar for Random Logout issue
Root Cause: When Sub Context Sessions expire, they result in the termination of the Root session, leading to a logout issue. Fix: We will verify whether it is Root context while session destroying to proceed logout. ISSUE ID : SD-113692 Check the ...
SAML | Multiple Login URLs for SAML Response
Issue: Even if SDP can be accessed with multiple URLs like internal.servicedesk.com and external.servicedesk.com, the SAML response is always received at the same URL that is configured in Alias URL. Fix: The acs_url column in the SAMLSP table can be ...
9205662 - Debug jar : SAML Dynamic User Addition
Issue: SAML login with existing user works, But Error while dynamic user addition. Debug: Additional prints will be printed in the serverout. Steps to get the Debug logs: Download the attached 14500_9205662_SAML_DYNAMIC_USER_ADDITION_DEBUG.fjar file ...
Unauthorized Access CSV Report for Users Not Present in the Application
Report Details: Currently, the application has not been recording data regarding login attempts when the username used is not available in the application. This report will store the login attempts with usernames who do not exist in the application. ...
StringOutOfBoundException in ProcessGraphMessage while processing the address headers
Issue: While Fetching some mails using graph we experience mail fetching stopping issue while processing the address headers of the mail. [08:07:18:693]|[09-20-2023]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[SEVERE]|[108]: ...
Mail Fetching - Error while processing attachment and inline image.
Issue During the process of fetching emails, attachments are dropped as a result of the presence of directory traversal characters. Furthermore, an issue arises when processing inline images, this particular error related to inline images results in ...
StringOutOfBoundException in ProcessGraphMessage while processing the address headers
Issue: While Fetching some mails using graph we experience mail fetching stopping issue while processing the address headers of the mail. [08:07:18:693]|[09-20-2023]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[SEVERE]|[108]: ...
Mail Fetching - The description of the Microsoft Teams invitation email is fetched in the iCalendar format
Issue The description of the Microsoft Teams invitation email will be in the "text/calendar" type, so it will be fetched in the iCalendar format. The fetched content will be as follows, BEGIN:VCALENDAR METHOD:REQUEST PRODID:Microsoft Exchange Server ...
#9006579 - Debug fjar for customer regarding ADlogin issue
Issue : ADLogin issue for single user, were the user is can't able to login resulting in invalid password. Debug : To analyze this further, we have prepared a debug jar to get additional prints in the serverout logs. Steps to apply this and collect ...
#8888147 - Debug jar for the customer
Issue: Junk Notification Filter isn't loading in the product. On viewing from the logs, there is an issue with query construction in the backend. Debug: To analyse this further, we have prepared a debug jar to get additional prints in the serverout ...
CSRF login Issue
Issue: CSRF token mismatch during login. Trace: [07:01:21:901]|[10-05-2021]|[com.adventnet.servicedesk.authentication.internal.LoginUtil]|[INFO]|[69]: Invalid login CSRF token provided ::: sessionToken : null; cookieToken : ...
Upgrade failure when migrating privileges for removed functions
LOG Trace : 03.08.2023 12:50:35 [com.zoho.postgres.migrate.DumpMigration] [WARNUNG] : Error :::: psql:E:/ManageEngine/ServiceDesk/_pgupgrade/PRE_DATA.sql:15493: ERROR: function pg_catalog.range_gist_compress(internal) does not exist 03.08.2023 ...
Debug jar to check AutoLogout Case in Build 14304
Fjar Description: Attached fjar prints the Debug traces for AutoLogout case. Check the "Jar Compatibility" section to download the appropriate fix jar file (.fjar file). Check this link on how to apply the fjar file. Jar Compatibility Build No File ...
Fix: Email sending failed when one of the email address is invalid (throws 550 error code)
Issue: Mail sending failed when one of the recipients is invalid and mail server throws 550.xx error codes. [14:00:18:856]|[08-08-2023]|[SYSOUT]|[INFO]|[800]: DEBUG SMTP: Sending failed because of invalid destination addresses| ...
Removal of words in the query during Zia Approval Prediction
Issue: 'Approval' and 'Approvers' keywords are getting predicted as 'Approve' in the Zia approval prediction but expectation is that it should be predicted as 'Unable to Predict'. Fix: Please follow the below instructions: We've to add the words to ...
Problem while fetching a mail since the mail's boundary value is not enclosed with the double quotes.
Issue: The mail will not be fetched/processed since the boundary value of the email is not enclosed within double quotes. javax.mail.internet.ParseException will be thrown. Emails causing this type of error will not be moved to error folder. This ...
Upgrade Failure due to the presence of CtrlZ Failure
Recently, We released our servicedeskplus Patch 14300, which consists of a Postgres 11.17 upgrade. During this upgrade process, data from the old Postgres setup (10.21) will be migrated to the new Postgres setup 11.17. During this process, we use ...
Query Executor Tool for PostGres
This tool is designed to execute queries in the customer environment by connecting the database by reading the database configuration file. We need to enter the query that we require to execute in queryToExecute.txt file. We can enter multiple ...
Zia Bot is not working after upgrding to 14300 or above
Issue: Due to a security fix for Chat module done in 14300, Zia Bot is not working when Requester or Technician Chat is disabled. Issue 1: After upgrading, starting the application server and opening Zia Bot Issue 2: Only when the technician chat is ...
Plaintext issues in Graph mail
Issue: While processing incoming mails with Graph, there were 2 issues found. 1. When plain text mail sent to application, the description gets trimmed to 250 characters. 2. When email commands are placed in the description of the mail at the end or ...
Separate Debugging log for Incoming Emails
Issue: Emails are getting missed from SDP mailbox which is not fetched into SDP Fix: To track the Subject and Message ID of the emails being fetched into SDP in separate log files (EmailDebug_log_<n>.txt) Reference Ticket: ...
Stripping html Attachments During Mail Fetching
In some of the cases like Office 365 HTML attachments get stripped when fetching this mail in our ServiceDeskplus. Cause : Some of the html documents has ".html" extension, but the content type of the html document will be of xhtml document. Say for ...
To Change the application log directory
Environment: Windows Notes: This kb is not recommended. The support file (Community -> Troubleshoot -> Support File) will be generated with log files which are generated using the bat files. The new logs, generated in changed log directory won't be ...
Fields with "&" symbol is not getting updated via Email Commands
Reason: The plain text content which is used for Email commands parsing is constructed without the "&" symbol when the mail is processed using EWS API. Fix: The plain text content construction using EWS API is modified to retain the "&" symbol. ...
Migration failure for Postgres Database with a blank space in it
Trace : \ManageEngine\ServiceDesk\Patch\AdventNet_ManageEngine_ServiceDesk_Plus-14.2.0-SP-1.0.0\SERVICEDESK\PreInstall\pg_migrate\pgsql_old\bin\pg_dumpall.exe", -U, postgres, -p, 65433, -h, 127.0.0.1, -r, -w, |, ...
Unable to Connect the bundled PGSQL from outside the server after upgrading to 14300
Inorder to connect our bundled postgres from External machine, we need to configure the postgres in such a way that is accessible from outside the server. By default, it will be accessible only within the server. Such configurations are to be made in ...
How to login into Postgres Database?
Identify the database information, For environments running version 9.4 : (To know the database used, check the file named databaseinfo under <Servicedeskplus-Home>/conf folder) For environments running version 9.3 and below : (To know the database ...
Debug for #8840146: Invalid to address error
Issue: 1. In some scenarios, mails aren't sent to few users 2. Upon checking the traces in syslog viewer, we could find the below traces To address : karsee. Cc address : null Subject : 【ASSIGN】ID:25999／KSK／不要会社DBの削除と検証用会社DBの作成 SystemNotification : ...
Fix for 8514270 - Attachments from a particular sender is getting dropped due to invalid file name
Issue: 1. When mails sent from a particular tool (AV tool in this case), the attachments are getting dropped. 2. The name of the attachment after processing is "=?utf-8?Q?=31=64=39=35=66=33=34=33=2D=39=31=39=34=2D=34=61?= ...
Debug/Workaround for 8894713: Refreshing access token call gets stuck causing delay in Mail Fetching Schedule
Issue: Mail fetching schedule doesn't fetch new mails intermittently. On analysing logs, we could infer a http call to Token url to refresh the access token doesn't respond and the schedule thread is made to wait indefinitely for the response. This ...
Mail fetching Stopped when processing a mail with Invalid From Address
Trace : [13:18:44:385]|[04-17-2023]|[com.manageengine.servicedesk.mail.core.ProcessMailMessage]|[INFO]|[185]: com.adventnet.servicedesk.mailutils : setFromAddress()| ...
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