JARs to customers
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()| ...
Debug for 8853578: Reply mails from Cc users aren't getting appended to the parent request
Issue: An user send mails to the application with cc users. This mail gets created as request (say #1). If any cc user reply to the ticket, instead of getting appended to #1 (based on reference header), it gets created as new request. Fix: To get ...
Mails with inline images with base64encoding in img src attribute is not fetched
Issue: When the mails with inline images which is encoded with base64 encoding in img src is not fetched into the application. <img ...
Workaround for #8808907: Skip schedule on Delete flag exception
Fix: This fix should be given only for 8808907 customer and for 14204 build. The fix is to skip the current mail fetching schedule on occurrence of any delete flag exception. This fix is compatible with only 14204 build. Steps to apply the fix: 1. ...
Fix: (401) error while fetching mails using EWS in some cases
Issue: Intermittently, user facing "Caused by: microsoft.exchange.webservices.data.core.exception.service.remote.ServiceRequestException: The request failed. The request failed. The remote server returned an error: (401)" error while executing the ...
Fix: Processing mails using MIME after fetching using EWS
Issue: While processing e-mails using EWS, in some cases, the space character is missing between words that are formatted (color / bold etc.) Fix: Fetch mails using EWS and process them using the MIME content of the mail. The fix has been attached as ...
Debug for #8813243: Mail schedule not fetching any mails into system
Issue: The mail fetching thread isn't responding while fetching the mails. Also, new schedule can't be started from UI since the already started schedule isn't completed. Fix: To fix this issue, we need to find the RCA. Unfortunately, the uploaded ...
Workaround for #8610553 - Prevent conversation creation without inline images
Issue: Due to some exception in writing inline images stream to file, request / conversation is created without the inline images as shown below This leads to data loss and may not be noticed immediately. So, we couldn't get the relevant traces all ...
Out of storage. Mails not fetched
Note: This article is to users who have configured Exchange Online (Office365/Microsoft365) mailbox in the Incoming Settings of SDP Why this error? In Office365 mailbox, when mails are Soft Deleted by SDP, those mails are moved to Recoverable Items ...
Missing Whitespace Character
Issue: When the mails are fetched using EWS, the mail processing skips the whitespace (blank space) character in certain scenarios. (Example case: Two different words get merged into a single word). Resolution: The fix for the issue has been attached ...
Debug for #8742342: Jar to get debug logs while saving notification rules
Issue: While saving notification rule, error is thrown due to missing user id in the database. Fix: This isn't a fix jar. This is to collect debug logs while saving the notification rules. This fjar file will list users (technicians) who gets ...
Workaround: Complete the current mail schedule after a timeout value
Issue: The mail fetching schedule thread might have went unresponsive in certain scenarios. So, mail fetching task checker thread will try to create a new schedule every 30 minutes. The newly created thread also couldn't fetch mails as the entry in ...
Fix for #8731818 : The from address isn't a proper email address.
Issue: The from address is "Spam Report" for the problematic email. While parsing this, we are getting an error and the mail fetching has been stopped. Workaround: This exception while parsing the "From" header is catched so that mail processing ...
Workaround - #8731835: For "You must load or assign this property before you can read its value"
Issue: Customer is facing the issue "You must load or assign this property before you can read its value" intermittently. Customer is in 14200 build. Root cause for this is the below response received from the Mail Server. This response is from the ...
Old Solution Link update
After migrating 14200 build our old solution link format is not accessible, in this situation one of our customer referred more number of old solution links in some solutions description, in this scenario we need to update the old format link to new ...
Fix: Attachments with mismatched content-type cannot be added through mail
Issue: Attachments with mismatched content-type are stripped when sent through mail. The sender of the mail as well the technicians configured under "Application error" notification rule will be notified on this (Refer here for more details). But in ...
Debug and workaround for the ticket #8650142 & #8711487
Issue: The mail fetching schedule thread might have went unresponsive. During mail fetching task checker, it identifies this and delete the existing schedule entries from DB and create a new one. However, the newly created one can't fetch mails as ...
Fix: For #8520684
Note: Fix given only for the above ticket and it is compatible with 14200 build. This KB isn't intended for any other customer. If you face similar issue, kindly reach us at support@servicedeskplus.com Issue: Can't able to configure Exchange Online ...
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 ...
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