ServiceDesk 7.0 Release Notes

Article:DOC1797  |  Created: 2009-04-07  |  Updated: 2010-01-08  |  Article URL http://www.symantec.com/docs/DOC1797
Article Type
Documentation



Description



Symantec™ ServiceDesk 7.0

Release Notes

Revised: 08 January 2010

This document contains the following topics:

Introduction

Symantec™ ServiceDesk is an ITIL-compliant service management tool that lets you improve your IT infrastructure and provide a higher level of service. It incorporates Symantec Workflow technologies to manage service tickets, provide reports, and integrate with other Symantec products such as the Configuration Management Database (CMDB).

After you install ServiceDesk, it is ready to use. However, you might choose to customize some aspects of ServiceDesk to meet your organization’s specific requirements. Because all ServiceDesk processes are based on workflows, you can customize the processes without making code-level changes.

A maintenance release is available for this version of ServiceDesk. Thie maintennce release fixes several Active Directory issues. For more information, see knowledge base article 49615, ServiceDesk 7.0 MR1 Release Notes.

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New features

This release contains the following features:

  • Complete, ready-to-use ITIL processes for managing incidents, problems, changes, releases, and knowledge base items 
  • Improved analyst and ticket security
  • Completely redesigned user interface
  • Significantly enhanced scalability
  • New workflow system
  • Drag-and-drop process designer
  • WYSIWYG user interface forms editor
  • Ability to make changes quickly
  • Self-documenting system
  • Follow the Sun business hours capability
  • Built-in screen capture
  • Powerful reporting, including OLAP Cube reporting capabilities

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Components of ServiceDesk

Component Description

ServiceDesk solution software

Like other Symantec Management Platform products, the ServiceDesk solution software is installed on the Notification Server computer.

This software provides the following capabilities and items:

  • Management of the ServiceDesk licensing
    The Symantec Installation Manager (SIM) installs the ServiceDesk solution software and applies the ServiceDesk licenses.
  • The installation file that is used to install the ServiceDesk application software on the ServiceDesk server computer.
     The ServiceDesk server computer is different from the Notification Server computer.
  • The ServiceDesk pages and reports that appear in the Symantec Management Console.
    In the Symantec Management Console, you can access a page that lets you download the ServiceDesk installation file.
  • Integration between the ServiceDesk application software and the CMDB.

ServiceDesk application software

Incorporates all the Symantec Workflow technologies that manage service tickets, provide reporting capabilities, and integrate with other Symantec products.

The ServiceDesk application software is installed on the ServiceDesk server computer. It cannot be installed on the same computer as Helpdesk Solution.

Workflow Designer

A tool that lets an administrator modify workflows to meet the needs of the organization.

Workflow Designer is typically installed on a client computer. However, it can also be installed on the ServiceDesk server computer.

ServiceDesk portal

A Web-based interface that provides access to the ServiceDesk application software. The users of ServiceDesk access the portal from their Web browsers and use the portal to run the workflow processes.

The ServiceDesk portal resides on the ServiceDesk server computer. The ServiceDesk portal is accessible from most Web browsers.

Workflow Server software

The server-side software that includes the workflow extensions that are required to run the core workflow processes.

These extensions must run on the server to which the workflows have been deployed, which is the ServiceDesk server computer. The ServiceDesk server computer is sometimes referred to as the Workflow server.

Workflows

Definitions of the events or steps that a process can follow. The data that is provided for a specific process determines the path that the process takes through the workflow.
ServiceDesk contains the core workflows that you can use immediately without customization. The core workflows let you manage service tickets and perform other service-related activities.

The core workflows are as follows:

  • Change Management
  • Customer Survey
  • Incident Management
  • Knowledge Management
  • Problem Management
  • Release Management>

Additional workflows are as follows:

    Email Monitoring
  • Routing
  • Service Level Agreement (SLA)
  • Follow the Sun

The workflows and processes reside on the ServiceDesk server computer.

Process Manager (ServiceDesk) database

Stores the Process Manager details such as groups, users, and permissions.

Other applications can use the Process Manager database. For example, it is included with Workflow Solution. When you install ServiceDesk, the Process Manager database is expanded to become the ServiceDesk database. However, it typically is referred to as the Process Manager database.

The default name for the actual database is Ensemble. It typically resides on the SQL Server computer.

Replication database

Replicates certain data from the Process Manager database. You can either copy or move the original data to the replication database or to a file. Use the database replication for archiving or for improving performance of the Process Manager database.

The default name for the actual database is EnsembleReplication. It typically resides on the same SQL Server computer as the Process Manager database.

Analysis database

Stores the configuration details and contains the built-in tools that facilitate the use of the data in the Process Manager database for reporting.

The default name for the actual database is EnsembleAnalysis. It resides on the SQL Server computer.

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Prerequisites and system requirements

Before you install ServiceDesk, the servers that you intend to use must meet certain hardware and software requirements.

Server requirements for ServiceDesk

The ServiceDesk installation requires that you dedicate the following servers:

Notification Server computer

ServiceDesk requires a Symantec Management Platform 7.0 SP2 product. Although a Symantec Management Platform product can require several servers, the platform itself is typically installed on the Notification Server computer. The Symantec Management Platform runs on a 32-bit server.

See System requirements for the Notification Server computer.

ServiceDesk server computer

The ServiceDesk server is a 64-bit computer that contains the ServiceDesk application software and its workflows and processes.
This server might also be referred to as the Process Manager server or the Workflow server.
This server cannot contain an installation of Helpdesk Solution.

See System requirements for the ServiceDesk server computer.

SQL Server computer

The ServiceDesk databases must reside on a SQL Server computer.

See System requirements for the SQL server.

ServiceDesk solution software and the Symantec Management Platform can share a SQL Server computer.

You can use any of several configurations for setting up the Notification Server computer, the ServiceDesk server computer, and the SQL Server computer.

For more information on the server configuration options for ServiceDesk, see the ServiceDesk Implementation Guide

ServiceDesk requirements for the Notification Server computer

ServiceDesk requires a Symantec Management Platform 7.0 SP2 product. Although a Symantec Management Platform product can require several servers, the platform itself is typically installed on the Notification Server computer.

The system requirements for the Symantec Management Platform apply to this server. The Notification Server computer must have a 32-bit processor.

For more information, see the Symantec Management Platform Installation Guide. This guide is available when you download the Symantec Management Platform product. After you install the product, the guide is also available from the Start menu, under Altiris > Symantec Installation Manager > Symantec Management Platform Installation Guide.

System requirements for the ServiceDesk server computer

The ServiceDesk application software is installed on the 64-bit ServiceDesk server computer. This server cannot contain an installation of Helpdesk Solution.

When you install the ServiceDesk application software and SQL Server on different computers, the computers must meet the following requirements:

  • Both servers must be members of the same domain.
  • This configuration must be installed in an Active Directory environment.
  • For the database cube reporting to work in an off-box SQL configuration, Windows authentication is required.
    This requirement is due to a limitation in the SQL Server Analysis Services.
Item Requirement

Computer and processor

Multi-core or multiple physical processors, 64-bit

RAM

Minimum required: 4 GB
Minimum recommended: 8 GB
Preferred: 16 GB

Operating system

Windows Server 2003 64 bit

SQL Server components

The ServiceDesk server computer requires the SQL Server ADOMD.NET. This SQL Server component is a Microsoft .NET Framework data provider. It facilitates communication with the Microsoft SQL Server Analysis Services.

If SQL Server is installed on a computer that is separate from the ServiceDesk server computer (off-box), then the ServiceDesk Server requires the following SQL Server components:

  • SQL Management Objects
    This component of SQL Server is part of the SQL Server 2005 Management Objects Collection. You can download the Management Objects Collection installation from the Microsoft Web site. The file name is SQLServer2005_XMO_x64.msi.
  • SQL Native client
    This component is a prerequisite for installing the SQL Management Objects.

Microsoft Internet Information Services (IIS)

IIS 6

.NET Framework

.NET 3.5 with ASP.NET

Internet browser

ServiceDesk is intended to work with all the major Internet browsers.

We have tested ServiceDesk with the following browsers:

  • Microsoft Internet Explorer 7 and later
  • Mozilla Firefox 2 and later
  • Safari 3 and later

Additional requirement

The ServiceDesk server computer must be a member of the Administrators group on the SQL Server computer.

System requirements for the SQL Server computer

ServiceDesk requires the following SQL Server components:

Item Requirement

Processor

32-bit or 64-bit

Database

ServiceDesk requires the following components of Microsoft SQL Server:

  • SQL Server 2005 Standard or Enterprise
  • SQL Server Reporting Services 2005 or greater
  • SQL Server Analysis Services 2005 or greater
  • SQL Server 2005 Service Pack 2

Additional requirements

When you use one SQL Server computer for both the Symantec Management Platform and the ServiceDesk application software, follow the SQL Server requirements for the platform.

For more information about the recommended hardware configurations for the Symantec Management Platform, see knowledge base article 45803, Altiris 7 Planning & Implementation Guide. It is available at the following URL:
https://kb.altiris.com/article.asp?article=45803&p=1

Requirements for the ServiceDesk client computers

The client computers access ServiceDesk from an Internet browser. ServiceDesk is intended to work with all of the major Internet browsers.

We have tested ServiceDesk with the following browsers:

  • Microsoft Internet Explorer 7 and later
  • Mozilla Firefox 2 and later
  • Safari 3 and later

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Installation

ServiceDesk installation scenarios

ServiceDesk consists of several software components that are installed on separate computers, as follows:

  • ServiceDesk solution software must be installed on the 32-bit Notification Server computer, which is where the Symantec Management Platform is installed.
  • The ServiceDesk application software must be installed on its own 64-bit server. It cannot be installed on the same computer as Helpdesk Solution.
  • Workflow Designer can be installed on a client computer or the ServiceDesk server computer.

Because of their different installation requirements, the main components of ServiceDesk have their own installation processes. The installation processes that you follow depend on the scenario that fits your organization’s situation.

Possible scenarios for installing ServiceDesk 7.0 are as follows:

New installation

No Symantec Management Platform products are installed in your environment. You purchased a Symantec Management Platform 7.0 product that includes ServiceDesk.

Addition of ServiceDesk to an existing Symantec Management Platform 7.0 product

You have already implemented a Symantec Management Platform 7.0 product. You purchased ServiceDesk and are ready to use it.

Upgrade

You have an installation of an Altiris 6.x product that includes Helpdesk Solution 6.5. You purchased an upgrade to a Symantec Management Platform 7.0 product and ServiceDesk 7.0.

For more information about the ServiceDesk installation process for each of these scenarios, see the ServiceDesk Implementation Guide.

Installation steps

The steps for installing ServiceDesk depend on the server configuration and the installation scenario that meets your organization's needs.

The following procedure lists the steps for installing a Symantec Management Platform product and ServiceDesk for the first time. Other installation scenarios require fewer steps.

  1. Set up the Notification Server computer and the other hardware and software that is required for an installation of the Symantec Management Platform.
  2. Set up the environment for the ServiceDesk application software by setting up the ServiceDesk server and the SQL Server computers.
    You can install SQL Server off-box or on-box.
  3. Use Symantec Installation Manager (SIM) to install or upgrade to a Symantec Management Platform 7.0 SP2 product on the Notification Server computer.
  4. Use Symantec Installation Manager (SIM) to install ServiceDesk solution software on the Notification Server computer.
    You can install ServiceDesk at the same time as the Symantec Management Platform product.
  5. Use the ServiceDesk Setup wizard to install the ServiceDesk application software on the ServiceDesk server computer and perform the initial configuration.
  6. (Optional) Migrate data from an installation of Helpdesk Solution 6.5.
    You can migrate the Helpdesk Solution data later if you prefer.
  7. Use the ServiceDesk Setup wizard to install Workflow Designer on either a client computer or on the ServiceDesk server.
  8. (Optional) Install the Screen Capture Utility on the client computers.

For more information about the ServiceDesk installation scenarios, see the ServiceDesk Implementation Guide.

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Upgrade

Upgrade Steps

ServiceDesk does not update or install over Helpdesk Solution because ServiceDesk is installed on a different server and uses different databases. However, you can use certain Helpdesk Solution data in ServiceDesk.

The main steps for upgrading to ServiceDesk 7.0 are as follows:

  1. Upgrade to the Symantec Management Platform 7.0 SP2.
  2. Install ServiceDesk solution software on the Notification Server computer.
  3. Install the ServiceDesk application software on its own server and perform the other steps for configuring ServiceDesk.
  4. Migrate the Helpdesk Solution data to ServiceDesk.

Data Migration from Helpdesk Solution

ServiceDesk can use the following data from Helpdesk Solution 6.5:

  • Helpdesk Solution incidents
    The incidents are not migrated or copied to the ServiceDesk server computer. Instead, each migrated Helpdesk Solution incident is linked to a new, corresponding incident task in ServiceDesk. You can see and work those incidents in the ServiceDesk portal, but their data always remains on the Helpdesk Solution server.
  • Helpdesk Solution categories
    The categories are copied from Helpdesk Solution to ServiceDesk.
  • Knowledge base contents
    The knowledge base (KB) articles are copied from Helpdesk Solution to ServiceDesk.

You can link to and copy the Helpdesk Solution data in the following ways:

From the ServiceDesk installation wizard

After you finish the ServiceDesk installation and the initial ServiceDesk configuration, the last page of the ServiceDesk installation wizard contains options to migrate data from Helpdesk Solution.

From the ServiceDesk portal

The Service Catalog contains the following options for migrating data:

  • Migrate Helpdesk Incidents
  • Migrate Helpdesk Categories
  • KB Migration

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Installation and Upgrade Issues

The following table lists the known issues that are related to installing and upgrading this product. If an article ID is included, you can click the link for additional information.

Issue Article ID
Naming the Analysis database

During installation of the ServiceDesk application software, on the Analysis Services page, do not change the name of the Analysis database. You must use the default database name, which is EnsembleAnalysis.

 
If you install the ServiceDesk application software in an off-box SQL configuration and you grant the ASPNET account access to the Process Manager database, the installation fails.

During the ServiceDesk installation, on the System Accounts Access page, you can specify which accounts on your system should be granted access to the database. One option is the ASPNET account, which might be selected by default. A technical limitation of the ASPNET account causes an off-box, basic installation to fail. (A basic installation is one in which you do not check the “Show Advanced Options” check box on the Server Roles page.

Therefore, if you perform an off-box, basic installation, you must uncheck the ASPNET check box in order to complete the installation successfully.

 

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Things to Know

The following table lists the additional things in this release that you need to know about. If an article ID is included, you can click the link for additional information.

Things to know Article ID
ServiceDesk does not support hierarchy and replication.

ServiceDesk does not store any data that can participate in the hierarchy and replication feature of the Symantec Management Platform.

 
Remote control through RDP requires a new MIME type.

When a process worker works a task that is associated with an equipment configuration item (CI), the worker can access the Remote Control (Via RDP) link. The link runs a tool, which generates and downloads an RDP file that contains the configuration item’s IP address. The worker can use the RDP file to open a Remote Desktop Connection to the computer that the CI represents.

This functionality requires that IIS (Internet Information Services) contains a MIME type for RDP. If you plan to use the remote control tool, you must add the new MIME type. In Internet Information Services Manager, you can edit the local computer’s Properties and add a new MIME type. In the new MIME type, both the extension and MIME type are .rdp.

After you add the new MIME type, you must restart IIS for the change to take effect.

 
The ServiceDesk portal logon times out during AD synchronization.

If you try to log on to the ServiceDesk portal during the Active Directory synchronization of a large number of users, your logon might time out. The synchronization process takes approximately 1 minute per 10,000 users to add users and another 1 minute per 10,000 users per group permission. When the group synchronization gets close to the end, it performs one additional lookup which might slow the synchronization.

Workaround: Wait for the synchronization to finish before you log on to the ServiceDesk portal.

 
Recurring changes do not begin until the initial change is approved.

Recurring changes can begin only after the change manager approves the initial change in the final approval step before implementation. At 1:00 A.M. on the day of each recurring change, the change appears in the list of changes that you can view and edit from the Manage Recurring Changes option in the Service Catalog .

 
When the sender of an email incident is unknown, the guest user becomes the primary contact on the resulting incident ticket.

When the inbound email monitoring and inbound email process cannot determine the sender, the user is set to guest@logicbase.com. When an incident results from the email, that user becomes the first primary contact. The Verify Resolved Incident task is assigned to the primary contact only. Because a primary contact cannot be deleted from a ServiceDesk ticket, someone needs to log on as the guest user to verify the incident.

 

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Known Issues in this Release

The following issues are unresolved in this release. If an article ID is included, you can click the link for additional information.

Known Issue Article ID
Email server settings are not saved correctly.

The SMTP email server settings that you specify during the ServiceDesk installation are saved in the following places in the ServiceDesk portal:

  • Admin > Data > Application Settings
  • Admin > Portal > Master Settings > Email Settings

The instance in the Master Settings is not saved correctly. This affects the report scheduling feature, which lets you schedule reports to be generated and emailed on a regular basis. If you do not fix the setting, errors appear in the report schedule log and the email is not sent.

Workaround:

  1. In the ServiceDesk portal, click Admin > Portal > Master Settings.
  2. Expand the Email Settings section.
  3. In Smtp Server, enter the email server name that you specified during the installation.
  4. At the lower right of the Master Settings page, click Save.
 
Adding a null business service to a process causes an application error.

In any process that lets you search for a business service, if the CMDB does not contain any, the search results in "None found" and an Add option appears. If you add "None found" as the business service, an application error appears.

 
Backing out of the release entry creates a blank release.

When you select the option to create a release and then close the Create New Release page without entering information, a blank release is created.

 
Associating a problem ticket with a change ticket before the change is scheduled causes a warning.

If a problem is associated with a change ticket before the change is scheduled, a warning appears in the problem’s history and the problem might not close automatically when the change is completed.

Workaround: Schedule the change before you associate any problems with it.

 
In some of the dialog boxes in the ServiceDesk portal, the Close and Maximize buttons do not work.

On many Windows installations and Internet Explorer configurations, some of the scripting controls that are necessary for the complete operation of the ServiceDesk Web interface are disabled by default.

Workaround:

Add a site entry named about:blank to an Internet Explorer security zone that has the Scripting options enabled. For example, you might add the site entry to the Local intranet zone or Trusted sites zone. Perform this workaround on every computer that accesses the ServiceDesk portal using Microsoft Internet Explorer.

 
The version number in the ServiceDesk User's Guide is incorrect.

The ServiceDesk User's Guide PDF that is installed with the product shows the version number as "Documentation version 7.0 BETA". This is incorrect. An updated PDF is posted to the knowledge base (article 48930) and to the Documentation page, which is available from the Help link in the ServiceDesk portal or at the following URL:
http://www.altiris.com/Support/Documentation.aspx

 

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Where to get more information

Note: The product documentation itself mentions that some of the following documents are available from the Product Support page, which is available at http://www.symantec.com/business/support/all_products.jsp. However, the documents are not available from that location.

Document Description Location

Implementation Guide

Information about how to install, configure, and implement this product.

This information is available in PDF format.

Links to this documentation are available from the following locations:

  • The Documentation Library, which is available in the Symantec Management Console on the Help menu
  • The Documentation page, which is available from the Help link in the ServiceDesk portal or at the following URL:
    http://www.altiris.com/Support/Documentation.aspx
    When you open the Documentation page, look for the section that applies to this product.

User’s Guides

Information about how to use this product, including detailed technical information and instructions for performing common tasks.

This information is available in PDF format.

ServiceDesk has the following user’s guides:

  • ServiceDesk User's Guide
    For the administrator who configures and manages the ServiceDesk portal and the process workers who use the ServiceDesk portal.
  • ServiceDesk Portal User's Guide
    For the internal users or external users who use the ServiceDesk portal to submit incidents, search the knowledge base, and perform other user tasks.

Links to this documentation are available from the following locations:

  • The Documentation Library, which is available in the Symantec Management Console on the Help menu.
  • The Documentation page, which is available from the Help link in the ServiceDesk portal or at the following URL:
    http://www.altiris.com/Support/Documentation.aspx
    When you open the Documentation page, look for the section that applies to this product.

The ServiceDesk administrator can download this documentation and provide it to the appropriate users. For more information, see the ServiceDesk Implementation Guide.

Help

Information about how to use the ServiceDesk Solution Console. Help is not available in the ServiceDesk portal.

This information is available in HTML help format.

The Documentation Library, which is available in the Symantec Management Console on the Help menu.

Context-sensitive help is available for most screens in the Symantec Management Console.

You can open context-sensitive help in the following ways:

  • The F1 key
  • The Context command, which is available in the Symantec Management Console on the Help menu

ServiceDesk Customization Guide

Identifies the common customization that organizations typically perform.

This information is available in PDF format.

The Documentation page, which is available from the Help link in the ServiceDesk portal or at the following URL:

http://www.altiris.com/Support/Documentation.aspx

When you open the Documentation page, look for the section that applies to this product.

For more information, you can use the following resources:

Resource Description Location

Installing the Symantec Management Platform products

Information about using Symantec Installation Manager to install the Symantec Management Platform products.

This information is available as an article in the Knowledge Base.

https://kb.altiris.com/article.asp?article=45732&p=1

Altiris 7 Planning and Implementation Guide

Information about capacity recommendations, design models, scenarios, test results, and optimization best practices to consider when planning or customizing an Symantec Management Platform infrastructure for your organization.

This information is available as an article in the Knowledge Base.

https://kb.altiris.com/article.asp?article=45803&p=1

Knowledge Base

Articles, incidents, and issues about this product.

http://kb.altiris.com/

Symantec Connect (formerly Altiris Juice)

An online magazine that contains best practices, tips, tricks, and articles for users of this product.

http://www.symantec.com/connect/endpoint-management-virtualization

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