JARs to customers
Debug fjar for the ticket 8451935
Issue: Empty mail is triggered from the SDP in a particular scenario Debug: Debug prints have been enabled in the attached fjar file. With this debug prints, we can identify the scenario from which such mails are getting triggered. Kindly follow the ...
Fjar for Logout issue [Session is still Active after Logout]
Issue Cause: When we try to logout from the ServicedeskPlus the Session Status in the DB shows still ACTIVE. Resolution: The fix for the issue has been attached with this article. Check the "Jar Compatibility" section to download the appropriate fix ...
Fix: Attachment missing in the request
Issue: The issue occurs in the following scenario 1. Configure custom attachment path like "D:\" or "E:\". 2. Move the request with attachmentss from one portal to another / Send mail with attachments to product with more than one support group ...
Management of wal_archive Directory in pgsql
In PostgreSQL, the Write-Ahead Log (WAL) files are critical for ensuring data integrity and durability. However, they can also take up a lot of disk space, especially if your database is large or your server is busy. If your wal_archive files are ...
Debug: Fjar for debugging purpose related to 8544269 ticket
The reason for this issue is to be identified using more debug prints in the logs. Please follow the below steps to collect debug logs. 1. Login to Application and Navigate to Mail server settings (Incoming tab). Follow steps 2&3 if not done already. ...
Restore: Zreports folder missed during restore
Issue: Zreports folder is missed during restore. Workaround: 1)Extract the 1.jar present in the attached fix.fjar. (Provided fix.fjar is compatible to build 13002) 2)Place the extracted 1.jar in <servicedesk-home>/lib 3)Rename the zreports folder ...
Pgsql: Connectivity issue due to pgsql driver (42.2.16) - Compatible till 13005
Please follow the below instructions: -> Go to <Installation-directory>/Servicedesk/lib folder and move the postgresql-42.2.16.jar to a different location as a backup. -> Now download the jar from the below link and then place it inside the above lib ...
Debug: Space character is missing in the description
The reason for missing space character between Number and Word is to be identified using Debug logs. Please follow the below steps to collect debug logs. 1. Login to Application and Navigate to Mail server settings (Incoming tab) 2. Enable "Enable ...
Debug jar to check the request headers while authenticating users
Fjar Description: Attached Fjar prints the request headers with values while authenticating users. 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 ...
Mails with empty description sent in rich text format from Outlook web app have unwanted style characters in description of the created request
Issue Cause: While fetching mails with empty description in rich text format using EWS shows style contents instead of [No description]. This happens when EWS is configured in the Incoming and mail is sent from Outlook web app. Resolution: The fix ...
Zia Prediction Fails When Email Content has Classifications - Extended Version
Issue : Zia Approval prediction is not working when the prediction query has email classification content in it. Fix : In this fix, we have created a file called IgnoreList.txt. The fix will read the contents present in this file and ignore them ...
Inline images missing in the sent mails when using EWS as outgoing after upgrade to 14100 build or above
Issue: After upgrading to 14100+ build, the inline images in the sent mails are missing for the mails' recipients. This happens when EWS is configured in Outgoing settings and Network path (non-default path) is configured as "Attachment Path" in the ...
Proxy Not working eventhough it is configured
When saving the saving the mail server settings, we have a requirement of obtaining tokens from a TP website. In some of the cx environments, Proxy is required ti make such call. Eventhough the proxy is configured in the application, the proxy ...
New request is created everytime when a user is sending mail to closed Request
Issue : New request is created everytime when a user is sending mail to closed or Resolved Request. Cause : In some cases, there will be no workorder id mentioned in the subject and that mail is not sent as reply from user for the notification or ...
Mail Fetching Stopped Due to Inline Image Handling
Issue Cause : While fetching a mail, in certain mail servers, cid of inline image is not parsed correctly. Once inline stream is converted to image, cid in src attr will be replaced with image url. cid for uploaded inline image in mail content is not ...
Zia Prediction Fails When Email Content has Classifications
Issue: Zia Approval prediction is not working when the prediction query has email classification content in it. Fix: In this fix, we have created a file called IgnoreList.txt. The fix will read the contents present in this file and ignore them while ...
Backup failed due to FileNotFound Exception
Backup failed due to the presence of 0KB files or Problematic files Steps to follow 1. Please download the fjar attached. 2. Extract the 1_<buildnumber>.jar from the fjar 3.Place the extracted jar in <servicedesk-home>/lib 4.If scheduled backup, need ...
Email Commands Not working when Mail is sent from user to Application through a Technician Mailbox by Autoforwarding
Issue : Email Command expected to behave such that email command parameters specified only in the latest message is considered for Request Creation Previously before 14001, Email command utilizes whole message content instead of only latest message ...
Debug for #7963428
Issue: Emails from particular mail address is getting appended to an already existing ticket. Since, logs weren't available during that time of issue, follow the steps in this article to isolate the logs Steps to apply this debug: 1. Download the ...
Fix: Error while sending mail using EWS
Issue trace: [11:58:49:091]|[11-29-2022]|[SYSERR]|[INFO]|[122]: microsoft.exchange.webservices.data.core.exception.service.remote.ServiceResponseException: The operation can't be performed because the item is out of date. Reload the item and try ...
Fix JAR for Parse Error Exception Raised during Mail Fetching
Issue : Some mail are fetched and created as ticket without description due to message corruption temporarily. The issue is can be identified with the below trace. Fix : The issue is not recreated when the mail is skipped to next schedule and fetched ...
Fix jar for EWS connectivity issue
Issue: In EWS for incoming, we are facing intermittent connectivity issues like 'unexpected end of ZLIB input stream', '(503) service unavailable', 'this connection to store is dead' etc. Resolution: Apply the attached fjar (Download the build ...
Logout Debug
Fjars for Logout Debug
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.
Fix for #8149546 & #8785874 & #9022789 (TVS Case)
The attached fjar is given as a fix for TVS customer for 12007 build. The fixes are copied from the previously given fjar to the same customer (in 11309 build). Fix: 1. Skip the mail fetching schedule on any delete flag exception 2. Notify users on ...
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 : #7938623, #8561970 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 ...
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| ...
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