ServiceDesk 7.0 MR1 Release Notes

Article:DOC1942  |  Created: 2009-10-13  |  Updated: 2009-10-13  |  Article URL http://www.symantec.com/docs/DOC1942
Article Type
Documentation


Description



Symantec™ ServiceDesk 7.0 MR1

Release Notes

Revised: 9 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).

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.

Issue Article ID
Descriptions in emailed incidents are formatted correctly.

When an incident was created from an email, its description was not formatted properly, which made the description in the ServiceDesk incident difficult to read.

 

The performance of the Advanced Incident form has been improved.

 

The performance of the Active Directory import has been improved.

 

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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

Step Action Description
1 Back up your customized workflow projects. If your organization has modified any workflow projects, back them up from their location on the ServiceDesk server computer before you upgrade ServiceDesk. The default location for the workflow projects is:
installation directory\altiris\Workflow Designer\WorkflowProjects
2 Upgrade the Symantec Management Platform product and the ServiceDesk solution software. Use Symantec Installation Manager (SIM) to upgrade the Symantec Management Platform product and the ServiceDesk solution software on the Notification Server computer.
3 Download the updated ServiceDesk installation file. In the Symantec Management Console, you can access a page that lets you download the ServiceDesk installation file. Download this file to any computer on which you plan to upgrade the ServiceDesk application software or Workflow Designer. The installation file is named Altiris.ServiceDesk.2009.exe. This is located by going into the Altiris Console to Settings > All Settings > Service and Asset Management > ServiceDesk > ServiceDesk.
4 Upgrade the ServiceDesk application software. On the ServiceDesk server computer, run the ServiceDesk installation file that you downloaded, which opens the ServiceDesk Setup wizard.
5 (Optional) Upgrade Workflow Designer. If Workflow Designer is installed on the same computer as ServiceDesk, you can update both products at the same time. If Workflow Designer is installed on a different computer, run the ServiceDesk installation file on that computer.

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.

Issue Article ID
Multiple Active Directory administrator users with duplicate email addresses cause an installation failure.

When multiple AD server domains are added during the ServiceDesk installation, if two AD administrators have the same email address, the ServiceDesk installation fails. This issue applies only when the administrators have different user names but the same email address.

Workaround: Change the credentials that are used in one of the domains.

 

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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.

Issue Article ID
No known issues have been reported.
 

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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.

    Document Location

    ServiceDesk Implementation Guide

    Links to this documentation are available from the following locations:

    ServiceDesk Customization Guide

    Links to this documentation are available from the following locations:

    • The Documentation Web site.
    • The knowledge base, in article 50924.

      ServiceDesk User's Guide

      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 Web site.
      • The knowledge base, in article 50922.

        ServiceDesk Portal User's Guide

        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 Web site.
        • The knowledge base, in article 50923.

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