ServiceDesk 7.0 MR2 Release Notes

Article:DOC2122  |  Created: 2010-03-29  |  Updated: 2010-05-04  |  Article URL http://www.symantec.com/docs/DOC2122
Article Type
Documentation


Description



Revised: June 9th, 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 and 7.0 MR1. 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:

Incident close codes are stored as editable application properties.

ServiceDesk contains a set of predefined close codes that are used when an incident is resolved. Previously, application close codes were stored in the SD.IncidentManagementProcess project. Now they are stored as application properties, which you can edit more easily. You can add and delete the incident close codes in the following places:

During the ServiceDesk installation: On the Incident Management Configuration page that appears during the configuration segment of the ServiceDesk Setup wizard
From the ServiceDesk portal: In the Application Properties settings that are available from the Admin menu
Incidents that were postponed can be reopened before the postponement date.

When you postpone an incident by scheduling it for a later date, it is placed on hold and cannot be worked until the postponement date arrives. A new action on the incident's Process View page lets you reopen a postponed incident before that date. The Remove From Hold option appears only on the incidents that have been postponed.

ServiceDesk permissions can be copied from one group to another group.

The ability to copy permissions between existing groups is useful when you import an Active Directory group that is not mapped to a ServiceDesk group. In that case, the imported group is created without any permissions and you must assign the permissions yourself. Copying the permissions from another group eliminates the need to assign the permissions manually.

To copy permissions to a group, click Admin > Users > Accounts > List Groups to go to the groups page, and then use the new Add Permissions From editing option.

Additional information is included in the incidents that are migrated from Helpdesk Solution 6.x.

When you migrated incidents from Helpdesk Solution 6.x to ServiceDesk 7.0 through 7.0 MR1, the following data was imported: Assigned to, created, description, last comment, last date changed, priority, status, title, and titleID.

When you migrate HelpDesk incidents to ServiceDesk 7.0 MR2, the migrated incidents also contain the following data:

Data in Helpdesk 6.x Data in ServiceDesk 7.0 MR2
Ticket number Added to the task Name (title) and Description
Incident contact (submitter) Primary contact
Comments User comment in the History section
Assets Added to the Related Items
Resolution User comment in the History section
Changes have been made to the advanced incident form.

The advanced incident form has been changed to provide simpler user selection and additional user information. The changes are as follows:

  • The form has been reorganized to accommodate additional information about the primary contact. The form now displays two sections: User Information and Ticket Information.
  • At the Select User option, you can specify the primary contact in any of the following ways:
    • Type the user’s email address and click the Check if User Exists symbol to the right of the box to verify the user in the database.
    • Type part or all of the following information: email address, first name, last name, nickname, phone number, manager, or employee ID, and then click the Search symbol (a magnifying glass).
  • Previously, a setting in the ServiceDesk installation determined whether you were required to select the contact before you could continue to create the incident. That setting has been removed.
  • When you specify the primary contact, the information that is associated with that user is displayed in the User Information pane. This information consists of the following items: location, department, phone number, address, associated equipment and tickets associated with the primary contact. These details in the User Information section are for informational purposes only; it is not saved with the incident. However, you can click the >> option that appears next to any of these items to add the item to the ticket.

    If the primary contact has a location and the technician creating the ticket wants to use the same location, they can move the location over to the ticket on the right side using the >> button or they can select a different location from the drop down on the right side. Department and Associated Equipment can also be added in the same way.
The incident category lists are sorted alphabetically.

On the Create Incident page (advanced), the Incident Response page, and at the Reclassify action, the drop-down lists for the incident type (category) and classifications are sorted alphabetically for easier scanning of the entries.

The affected user's department has been added to the incident forms.

A Department option has been added to the Create an Incident page (for the user) and the Create Incident page (advanced). The department defaults to the one that is assigned to the affected user.

A new close code for incidents does not trigger the Customer Satisfaction Survey.

In the Close Incidents process, a new close code is available: Quick Close. You can access the Close Incidents process from the ServiceDesk category in the Service Catalog. When you select this close code, the resolution text gets populated with the following resolution text: 'Incident closed by Quick Close. The customer satisfaction survey will be bypassed.' You can modify the resolution text to include more information.

Once you close the incident using this close code, the process status is set to 'Closed' and Percent Completed is set to '100%'. The customer satisfaction survey is bypassed for all the incidents closed through the Close Incidents process.

This code has been added to close sample incidents and incidents that get created accidentally.

You can also choose to notify the affected user and the submitting contact on incident closure. A checkbox for sending notification is now available on the Close Incidents page.

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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.

Any future Hotfixes and updates to MR2 are listed in the ServiceDesk Hotfix Repository, knowledge base article 51633.

Issue Article ID
On the Subtasks page, the option Return Incident On Completion was renamed to Leave Incident Open After Subtask Completion.

This option was renamed to better explain its purpose. If this option is selected for an incident subtask, then when all the subtasks are resolved, the parent incident is returned to the support technician who created the subtasks. If this option is not selected, then when all the subtasks are resolved, the parent incident is resolved automatically.

 
You can import specific organization units during the Active Directory synchronization.

The ability to specify the AD organization groups to import during the initial Active Directory synchronization has been fully implemented.

 
Blacklisting the sender of an incident email caused errors.

When you use the Email Classification page to review an issue that was submitted in an email, you can blacklist the sender of the email. Previously, attempts to blacklist a sender caused errors. This issue has been fixed.

Also, the blacklist feature has been modified: If you use the POP protocol for email, the user is blacklisted, and if you use the IMAP protocol, the domain is blacklisted.

 
On the advanced incident form, the technician who created the incident became the primary contact.

When an incident was submitted on the advanced incident form, the submitter (typically the support technician) was listed as the primary contact. As a result, the true primary contact did not receive confirmation emails or any of the other system-generated emails that were related to their incident.

This has been changed so that the affected user is the primary contact and the submitter is added as an additional process contact.

 
Know Issues in the Incident Management.

For more information, see the knowledge base article 51634.

 51634

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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 52850.

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Upgrade

If you have ServiceDesk 7.0 and Workflow Designer 7.0 installed, you can upgrade them to 7.0 MR2.

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 Upgrade will overwrite all projects. 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. Once the upgrade is completed you should manually merge, or recreate your customizations within the new versions. Please note that some of the customizations may no longer be necessary, check the “fixed issues in this release” section for exact fixes for this release and once you open the processes on your server you can also find the process changes described in the model-level documentation within the designer.
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 52850.

How customized workflow projects are handled

During the upgrade, the ServiceDesk Setup wizard upgrades ALL ServiceDesk Projects. Please make sure you have performed your Backup as instructed. You will need to manually merge, or recreate you customizations that were made in your current version of the processes within the new versions after installation. Please NOTE that your customizations may no longer be necessary, particularly if they were addressed as a bug fix or known issue with this release. All process changes have been described in the model-level documentation within the designer. Please refere to the “Fixed Issues in this Release” for an exact list of fixes.

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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 MR2 is the same as for ServiceDesk 7.0.

When you upgrade ServiceDesk from 7.0 to 7.0 MR2, 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
When you configure the settings for connecting to your Active Directory (AD) server, you can specify the fully qualified domain name (FQDN) as a domain name of your Active Directory.

During the ServiceDesk installation, in the Active Directory Server dialog box, in the AD Server Domain box, you can enter FQDN as a domain name of your Active Directory. As a result, the domain name is prepended to the domain administrator username as follows: domain\username. However, such user can still login to the ServiceDesk portal.

 
After you complete the upgrade, you must reset Internet Information Services (IIS).

 
It is not possible to remove the postponed status of the incidents that are created and postponed before upgrade.

After you upgrade to ServiceDesk 7.0 MR2, you cannot remove the postponed status of the incidents that you created and postponed in ServiceDesk 7.0 MR1.

 
Start pcAnywhere action fails on the incidents that you created before upgrade.

After you upgrade to ServiceDesk 7.0 MR2, the Start pcAnywhere action fails on the incidents that you created in ServiceDesk 7.0 MR1.

 

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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.

Issue Article ID
Documentation that is installed with the ServiceDesk product contains references to cube reporting.

Cube reporting feature is completely removed from the ServiceDesk and replaced with the IT Analytics Solution pack. However, the User Guide that is installed with the product still contains references to cube reporting. For most recently updated User Guide, see the knowledge base article 52851.

 52851
Special requirements for installing and running ServiceDesk with a domain account.

When you want to install and run ServiceDesk with a domain account, you must follow certain steps to make sure that permissions and privileges are setup correctly. For more detailed information, see the knowledgebase article 50197.

 50197
An incident that is created from an email sent by a non-ServiceDesk user does not have a primary contact.

When an incident is created from an incoming email and the sender is not a ServiceDesk user, the incident’s contact is set to guest@logicbase.com. However, because this guest user is not added as the primary contact, the support technician must add a primary contact to 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.

Issue Article ID
Error "Error occurred displaying report" or Permission errors in the Ensemble logs.
 51975
When you use screen capture inside of the Chat window, the file is saved with an email domain extension.
 51288
Find ticket feature causes a redirect window to open.

When you use a Find Ticket feature to find a closed case, a second window opens that redirects the ticket window to an unrelated ticket.

Workaround:
Select cancel to not be redirected.

 
When reclassifying an incident, it is not possible to change the user's location value.

When you reclassify an incident and want to change the user’s location, the location cannot be selected without a text in the Search box. A notification "Please provide search criteria" is displayed.

Workaround:
Before you select user’s location, type any text in the Search box.

 
Incident template does not save the Priority.

When you create a new incident template, it does not save the Priority that you specify, but reverts the Priority to a default that is calculated based on the Impact and the Urgency that you specified.

 
Blacklist option has a delay in downloading new messages.

The monitoring process stops monitoring for about 15 minutes after it reaches a blacklisted email. After 15 minutes, it starts to monitor again as designed.

 

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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 52848.

      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 52851.

        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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        52169


        Article URL http://www.symantec.com/docs/DOC2122


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