Symantec™ ServiceDesk 7.0 MR1

Release Notes

Revised: 9 January, 2010

This document contains the following topics:

• Introduction
• New features
• Fixed issues in this release
• Prerequisites
• New installation
• Upgrade
• Data migration
• Installation and upgrade issues
• Known issues in this release
• Documentation updates

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).

This maintenance release contains fixes for issues that were reported for ServiceDesk 7.0. For more information, see knowledge base article 46471, ServiceDesk 7.0 Release Notes.

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New features

The new features of this release are as follows:

You can synchronize with an entire Active Directory domain or specific organization groups only.

When you add an Active Directory server to ServiceDesk, you can connect to the entire domain or you can select specific AD organization groups to connect to. You can make this selection in the following places:

• The new Active Directory Container dialog box
  This dialog box appears during the ServiceDesk installation when you click Next on the Process Manager Authentication page.
• The Add Active Directory Server dialog box
  This dialog box appears when you select the Add AD Server option on the AD Servers page.
• The Edit Active Directory Server dialog box
  This dialog box appears when you select the Edit AD Server option on the AD Servers page.

You can view the status of Active Directory synchronizations.

On the AD Servers page, the new Check Sync Status option lets you view information about the users and groups that are synchronized and the status of the synchronization. For example, if your Active Directory is large, you might periodically check the status as the synchronization runs. If a synchronization is not running, the status check shows information for the last synchronization that occurred.

You can run a full synchronization of an entire AD domain or specific AD organization groups.

On the AD Servers page, the Run Reset Sync Process option runs a full synchronization as follows:

• If ServiceDesk is connected to the entire AD domain for the selected server, the entire domain is synchronized.
• If ServiceDesk is connected to specific AD organization groups only, the entire contents of those groups are synchronized.

You can run an incremental AD synchronization.

On the AD Servers page, the new Run Update Sync Process synchronizes only the changes that have been made to a specific Active Directory since the last synchronization.

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Fixed Issues in this Release

The following table lists the previous issues that were fixed in this release. If an article ID is included, you can click the link for additional information.

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Prerequisites and system requirements

The prerequisites and system requirements for this maintenance release are the same as for ServiceDesk 7.0, except for the following: Symantec Management Platform 7.0 SP3 must be installed on the Notification Server computer.

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New installation

If you are installing ServiceDesk for the first time, follow the instructions for performing a new installation in the ServiceDesk Implementation Guide. See knowledge base article 50921.

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Upgrade

If you have ServiceDesk 7.0 and Workflow Designer 7.0 installed, you can upgrade them to 7.0 MR1.

Process for upgrading the ServiceDesk application software and Workflow Designer

For more information about the upgrade process, see the ServiceDesk Implementation Guide, knowledge base article 50921.

How customized workflow projects are handled

During the upgrade, the ServiceDesk Setup wizard displays the workflow projects that were updated for the new release. You can select the projects to update. For this maintenance release, only the sd.dataservices project has been updated.

If your organization modified this project, you have the following options:

• Leave the project’s check box unchecked and do not update your modified project.
• Select the check box and overwrite your modified project with the updated version.
  If you have a backup of your modified project, you can revert to it if necessary.

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Data migration

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 process for migrating HelpDesk Solution data to ServiceDesk 7.0 MR1 is the same as for ServiceDesk 7.0.

When you upgrade ServiceDesk from 7.0 to 7.0 MR1, no data migration is necessary.

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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.

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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.

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Documentation Updates

The following table lists the ServiceDesk documentation that was updated for this release. For more information about the ServiceDesk documentation, see the ServiceDesk 7.0 Release Notes.

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