Itgenfpr045 Could not retrieve the helpdesk settings from Freshdesk

Questions
,
1

Since May 28 2026 06:00 UTC all Invantive platforms report the following error on use of Freshdesk:

itgenfpr045
Could not retrieve the helpdesk settings from Freshdesk.
Can not extract integer from value ‘xxx.0’.
itgen_inv_cul_notation_long_par1 (xxx.0).
Use comma ‘,’ as a thousands separator."

This error does not occur with Freshservice.

2

Analysis

On 28 May, the format of the Freshdesk API was updated for the following HTTP headers:

  • X-RateLimit-Remaining
  • X-RateLimit-Total

The value was previously an integer such as 100, but is now a number with decimal precision such as 100.0.

All measured values are integers with .0 appended. It is not known what functional change this might entail.

Changes

The following changes have been implemented from release 26.0.94:

  • Numbers are now processed as decimal and then rounded down to an integer.
  • In the event of errors when interpreting a numeric HTTP header value, the name of the header is also displayed.
  • The untranslated message for itgendid049 becomes The value “...” is not a valid long.

With these changes, the functionality is restored again.

Availability

A new release is available that should resolve this issue. The necessary changes are available from release 26.0.94 and in all future BETA versions.

This new release is being deployed on Invantive Cloud.

For more information see: