JARs to customers
InResponseTo attribute in SAML Response is missing
Issue: Every SAML request has an ID and every SAML response should return this ID with the name InResponseTo. Most of the popular IDPs return this is now required to be verified. Response without InResponseTo: Expected Response: Solution: If your ...
9205662 - Debug jar : TFA verification mails are not sent
Issue: The graph is configured in the outgoing mail server settings, but the TFA verification emails are not being sent. Debug: the provided fjar in this KB will print Additional prints in the serverout. Steps to get the Debug logs: Download the ...
Pgsql: Connectivity issue due to pgsql driver (42.2.16) - Compatible till 13005
Why? PostgreSQL updated the default fallback behavior in the 42.2.16 driver in a way that breaks support for PostgreSQL instances. This version of the driver was bundled into ServiceDeskplus build version less than 13006. This PostgreSQL bug will ...
prod and test instance has same entity id for SAML
The issue: When restoring backup from production instance to create a test instance, the entity ID in SAML configuration is same as the production instance. Hence not able to configure SAML in test instance. Workaround: To change the application URL, ...
Error occurs after logging in due to SkipNV2Filter param in URL
Root cause: The SkipNV2Filter param was present in older versions of servicedesk and is removed now. So this should not be present in the URL in current versions. Resolution: Remove or edit the bookmark or the embedded link and remove this parameter ...
Troubleshoot "Trust this browser" in TFA
Issue: TFA details need to be entered every time (after closing and opening browser / after reaching home or office / when IP changes) even if Trust this browser in enabled. Troubleshooting: 1. Check if "ADSTFA_xxxx" cookie is present on browser ...
Debug: Inline / attachments are missing when signed mail gets processed using Graph
Issue: When processing a signed mail using Graph, inline images / attachments are missing. Signed mails are handled differently and due to "application/ms-tnef" content-type header in the mail, identifying a mail as signed has failed. Due to this, ...
Zia Bot request creation XSS issue in 14506 and above
Issue: Script gets executed in request details page when a script content is given in the description field while creating requests via Zia Bot. Issue occurs due to a breakage in v14506 . Fix: Sanitize the description field during request creation ...
Fix: Failed to parse To/Cc address while fetching mails using Graph
Issue: If the To / Cc address contains the email address in the format "Test, SDP" <test@sdp.com> (containing "," character in the email address itself), then parsing of such addresses using Microsoft Graph fails in SDP. If such address is a support ...
Mail Fetching: Subject Contains Unwanted Characters and Garbled Text
Issue: We use MIME for processing emails obtained from EWS. Unwanted characters and garbled text are present in the subject when fetching it from the MIME after decoding. Восстановить стату�� ACSID\WSID в базе Omega [2L] Ð Ð±Ð½Ð°Ñ Ñ Ð¶ÐµÐ½Ð¾ ...
Attachment Dropping: Failure to Decode File Names Properly During Mail Fetching
Issue: The attachment is dropped due to invalid extension. After decoding, the file name appears as: Orange Załącznik nr 1 - Podsumowanie - uzupełnienie. xlsx(Contains space in the extension) However, the actual file name should be: Orange Załącznik ...
Fix: Mail fetching stops due to invalid characters in the attachment name
Issue: Mail fetching being stopped due to invalid characters "?" , ":" in the filename. In this case, the eml file's subject contains ":" character and so, while uploading the .eml as attachment, error is thrown (Only in windows server) Trace: ...
Mail Fetching failure due to extra space in the file name
Log Trace : [16:57:37:843]|[01-03-2024]|[com.manageengine.servicedesk.mail.core.ProcessMailMessage]|[INFO]|[285]: Inside extractAttachments...| [16:57:37:843]|[01-03-2024]|[com.manageengine.servicedesk.mailutils.MailAPI]|[INFO]|[285]: Inside ...
Mail Fetching Failure due to Invalid Inline Image embedded with Invalid MimeContent
Log Trace : 1:36:32:641]|[01-10-2024]|[com.manageengine.servicedesk.mailutils.ModuleHandler]|[INFO]|[277]: module identified : null| [11:36:32:641]|[01-10-2024]|[com.manageengine.servicedesk.v3api.utils.InlineImageUtil]|[SEVERE]|[277]: text/plain - ...
Mail fetching failure when incoming mail contains delimiter of module other than Request & change and Unsupported Release module
When processing a incoming mail that contains a delimiter of module other than Request & change and the License applied in the environment that doesn't have access to Release module, then the following mail fetching failure issue will occur. ...
User defined fields is not getting populated for the user while using dynamic user addition in SAML
Issue: The user defined fields is not getting populated for the user while using dynamic user addition in SAML. Fix: We found out an issue in entity mismatch in internal user api level and fixed it. Check the "Jar Compatibility" section to download ...
Debug Prints in FastText Algorithm
Issue: The zia category/template prediction model loading thread got stuck for a long time. Instructions: -> Download the attached file (zlabs-ml-fasttext.jar.txt) and rename it to zlabs-ml-fasttext.jar. -> Stop the Application service -> Please take ...
Fix for Frequent Out of storage notification
Issue: Frequent "Out of storage" notifications in Bell notifications. What's happening in the backend. 1. Some of the mails aren't deleted from the mailbox after getting processed. 2. These mails are fetched again by SDP since SDP fetches all mails ...
Retain SDP logged in credentials after browser restart
The following two settings are mandatory for SDP to remember the credentials when closing and reopening the browser. To reopen last tabs: Go to settings, and search for "on start-up" Choose "Continue where you left off" To retain cookies on browser ...
Forgot Password link validity
Change Forgot Password Link Validity To change the validity of forgot password link, please execute the below query and restart SDP service. Query: update globalconfig set paramvalue='1440' where parameter='FORGOT_PASSWORD_LINK_VALIDITY' and category ...
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 : ...
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