Altiris® Helpdesk Solution™ 6.0 SP5 Release Notes

Article:DOC1451  |  Created: 2007-05-23  |  Updated: 2007-10-15  |  Article URL http://www.symantec.com/docs/DOC1451
Article Type
Documentation


Description



Question
What do I need to know about Altiris® Helpdesk Solution™ 6.0 SP5?

Answer

Altiris® Helpdesk Solution™ 6.0 SP5

Release Notes

Build 6.0.308

Introduction

Installation and Upgrade

What's New in this Release

Fixes in this Release

Known Issues in this Release

Additional Documentation

Document History

Introduction

Altiris® Helpdesk Solution™ 6.0 Service Pack 5 provides support for Microsoft Internet Explorer* 7 and Microsoft Office* 2007, and it includes a roll up of bug fixes and Altiris Knowledgebase articles that have accumulated since March 2006.

Installation and Upgrade

This section provides information on installing and upgrading Helpdesk Solution.

Prerequisites

Notification Server Computer

  • Operating System: Windows Server* 2003, Windows 2000 Server, or Windows 2000 Advanced Server with SP2 or later. 
  • Processor: Pentium III 800 MHz or faster. 
  • RAM: 512 MB. 1 GB recommended for increased speed and large environments. 
  • Hard drive: 20 GB (recommended). 105 MB for Notification Server and components (disk space). 1 GB for SQL Server Database.
  • File System: NTFS partition.

Managed Computer 

  • Operating System: Windows XP or later. 
  • Disk space: 5 MB for Altiris Agent, plus space to install required software. 
  • RAM: 64 MB. 
  • Browser: Microsoft Internet Explorer 6.0 or later.

Consoles

  • Browser: Microsoft Internet Explorer 6.0 or later.

Where to Download

You can download released versions of Altiris products from http://www.altiris.com/Download.aspx.

You can download beta versions of Altiris products from http://beta.altiris.com.

Upgrade Issues

Issue Article ID
Helpdesk Cusotmizations. If you have customized Helpdesk Solution by editing Helpdesk program files or by creating custom files, you must take steps to preserve your customizations in an upgrade.

 24499

Customer Satisfaction Survey. This release of Helpdesk Solution includes changes to the Customer Satisfaction Survey. If you have customized the Customer Satisfaction Survey in a previous release of Helpdesk, but you want to use the new version of the survey, you must modify the notification rule that sends the Customer Satisfaction Survey so that it references the new survey. See Upgrade Steps below.  

Upgrade Steps

If you have customized Helpdesk Solution by editing Helpdesk program files or by creating custom files, you must take steps to preserve your customizations in an upgrade. See Altiris Knowledgebase article 24499, "Upgrading Altiris Helpdesk Solution."

If you have customized Helpdesk Solution only by making changes in the Helpdesk user interface, then you do not need to take special steps to preserve your customizations. They are preserved by default when you upgrade by following the steps below.

Upgrading to Helpdesk Solution 6.0 SP5

  1. In the Altiris Console, select Configure > Solution Center.
  2. On the Available Solutions tab, click Solutions.
  3. Scroll to Altiris Helpdesk Solution and verify that the Update Version number is 6.0.308.
  4. Select Altiris Helpdesk Solution.
  5. On the Suite Update dialog, click Start.

The upgrade completes and then the Suite Update dialog closes.

Using the Outlook 2007 Compatible Customer Satisfaction Survey

This release of Helpdesk Solution includes changes to the Customer Satisfaction Survey to make it compatible with Outlook 2007. If you have customized the Customer Satisfaction Survey in a previous release of Helpdesk, but you want to use the new version of the survey, you must modify the notification rule that sends the Customer Satisfaction Survey so that it references the new survey. Then, you must re-apply your customizations to the new Customer Satisfaction Survey.

If you did not modify the previous Customer Satisfaction Survey, then you do not need to take these steps to begin using the new one. 

  1. In the Helpdesk Console, select Admin > Notify Rules > List Notify Rules. The rules that can send the Customer Satisfaction Survey are:
    • Send satisfaction survey
    • Send satisfaction survey randomly
  2. Select the rule that sends the Customer Satisfaction Survey in your organization. It should be only one of the rules, not both.
  3. Click the edit (pencil) button.
  4. On the Edit Notify Rule page, for Send email, select Satisfaction Survey 2007.

    Note: If you did not modify the previous Customer Satisfaction Survey, then Satisfaction Survey 2007 does not appear
  5. At the bottom of the page, click OK.
  6. Re-apply your customizations to the new Customer Satisfaction Survey.

What's New in this Release

Improvements for this release include the following new features:

Service Catalog

Using Helpdesk tasks, you can build a Service Catalog for your organization. Service Catalog tasks appear in a Service Catalog list on the End User Console, the Worker Console, and the Helpdesk Console.

Support for Microsoft Office 2007

Helpdesk supports Microsoft Office 2007. The Customer Satisfaction Survey is functional with Outlook 2007.

Support for Microsoft Internet Explorer 7.0

Helpdesk is fully functional when accessed with Microsoft Internet Explorer 7.0. Issues with dialog boxes, flyout menus, printing, and view magnification have been resolved.

Support for IMAP4 E-mail Interface

Helpdesk supports the IMAP4 email interface.

Fixes in this Release

The following issues were resolved in this release. For additional information regarding a fixed issue, click the Article ID link.

Fix Article ID
Right-click context menus don't work for Japanese and Chinese 33079
URL resolution failure  
Hyphen in worker's name causes break in history header 34812
"Send satisfaction survey" is duplicated during configuration  
Close Code, Impact, and Urgency are not available through Properties on the WorkItemDataSet  
Macros that return datetime fields are not formatted so that they can be used inside HDQUERY and AEXQUERY macros 21806
Webservices ProcessWorkitem and ProcessContact do not perform Session.Abandon  
Spupdatelock stored process updates rows in Workitem table that it should not update  
WORKITEM_LINK macro resolves inconsistently  32197
Some issues with the dialogs in Internet Explorer 7.0 32346
Some issues with Internet Explorer 6.0 and Internet Explorer 7.0  32346
Retrieve Queued Incident command does not identify validation failure  30608
No errors when the worker is invalid for the Helpdesk Webservice touched by the Automation Rule   
Automation rules cannot impersonate service workers, but instead they always fall back to the application identity   
Exception error when creating or editing an incident   
Workitem list in the MyHelpdesk Console is not visible when many public bulletins are created  22981
Helpdesk re-evaluates the same notify rules muliple times, causing the same notify e-mails to go out  22378
SqlConnection.Dispose not being called in all places   
Automated Actions abort after hitting the first validation rule failure  
Asset and Contract Solution quick drop-down lists are not reloaded when a different contact or asset (respectively) that has no associations is picked 27509
Find Work Item - SQL 2005 causes Helpdesk Solution to no longer trap for noise words  
Notification policy "Hidden Ping AM Web" installs as disabled even through the NotificationPolicies.config has it enabled  31210
Sp_createHDDview stored procedure is limited in how many lookup tables can be added to the work_item_detail_view  36043
E-mail link macro such as workitem_link does not resolve consistently 32197
Not able to un-enable Self Enrollment for Worker Consoles  36225
Helpdesk re-synchronizes the same users every hour  26372
Alert Manager and Helpdesk are getting timeout and deadlocks  24837
Workers get license exceeded error at random times  25545
Searching the Helpdesk Knowledgebase from the WinUser Console using the Search field shows undesired results  22981
With Internet Explorer 7 on Windows 2003 and Windows XP, zooming out to <100% does not resize the page correctly  
With Internet Explorer 7 on Windows 2003 and Windows XP, the Import and Export Admin table columns are incorrectly sized  
The Customer Satisfaction Survey does not work in Microsoft Outlook 2007   
E-mail Link macro like workitem_link does not resolve consistently  
Not able to un-enable Self Enrollment for the Worker Consoles   
Printing Helpdesk Console from Internet Explorer 7.0 spikes the computer  
Internet Explorer issue with ActiveX activation   
Helpdesk is resynchronizing the same users every hour   
Edit Task and View Task pages (and no Notification Server) are very slow   
My Helpdesk Console displays an error if any of the Knowledge Base commands are selected  
Helpdesk publisher policy does not update  
WORKITEM macro does not update asset/contact related items after new asset contact is selected while user is editing an incident   

Known Issues

Known issues with the Helpdesk Solution 6.0 SP5 release are the following:

  • Licensing issues. Problems may occur with Helpdesk licenses managed in Notification Server. If you experience problems with licensing, do the following:
  1. Restart IIS.
  2. In Helpdesk, refresh the Licensing page. (Select Configure > Licensing. On the Licensing page, click the Refresh button.)

If these steps do not resolve the issue, contact Altiris Support.

  • Allowing browsers to use pre-caching tools or browser plug-ins. We do not recommend enabling any pre-caching tools or browser plug-ins because they can cause extreme performance issues with the Helpdesk server. If they are in use, we recommend that you disable them or have users uninstall them.

Additional Documentation

Altiris product documentation is available in Microsoft* HTML Help (.chm) and Adobe Acrobat* (.pdf) formats. To view Altiris product documentation in .pdf format, use Adobe Acrobat Reader (available at http://www.adobe.com/products/acrobat/readstep2.html).

Documentation files are installed in the following directory on the Altiris® Notification Server™ computer:

C:\Program Files\Altiris\Notification Server\NSCap\Help

The following documentation is provided:

Helpdesk.pdf

Altiris Information Resources

Source What Information it Includes Location
Altiris Documentation Information about new features, update instructions, and known issues for each release. Includes Altiris formal documentation such as release notes, help, reference guides, best practice articles, and technical reference articles. http://www.altiris.com/support/documentation
Altiris Knowledgebase Comprehensive collection of articles, incidents, and issues for Altiris solutions. http://kb.altiris.com/
Altiris Juice:
an online magazine for Altiris users
Best practices, tips and tricks, and articles for users of Altiris solutions. http://juice.altiris.com
Online Forums Forums for Altiris solutions and suites. http://forums.altiris.com/

Document History

Date Changes
08/07/2007 Beta version of release notes published.
09/12/2007 Updated for final release.


Legacy ID



35098


Article URL http://www.symantec.com/docs/DOC1451


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