http://www.symantec.com/business/support/resources/sites/BUSINESS/content/live/DOCUMENTATION/4000/DOC4846/en_US/servicedesk_release_notes.pdfnote from sevice desk
couple email issue fixed but you have to reinstall any customizations and workflows - wish they would fix the migrate tool
efficient. The Automation Rules designer is much more robust. You can
as rulesets). You can create your own rulesets.
Change Management supports multiple change managers.
Manager. To install ServiceDesk, it is necessary to install separately in the
product listing within Symantec Installation Manager.
es
Issue Description Article link
When multiple Active Directory server domains are added during the
ServiceDesk installation, if two Active Directory 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.
Multiple Active Directory
administrator users with
duplicate email addresses
cause an installation failure.
Reports are not installed automatically during upgrade from
ServiceDesk 7.0 MR2 to 7.1.
Newreports are not installed
after upgrade, including the
new Licensing Information
report.
Some process view pages are not updated automatically with new
Web parts and data fields after upgrading from ServiceDesk 7.0 MR2
to 7.1.
Some parts of process view
pages do not upgrade
correctly.
After adding a Primary Contact with a dash in the email address to TECH158736
an Advanced ticket form, the information is displayed on multiple
lines.
Improper contact formatting
on ticket form.
TheMyOpen Tickets report shows the tickets that are Closed,
Resolved, or Completed.
MyOpen Tickets report
displays Closed and Resolved
tickets.
On the Submit Incident (Advanced) form, when you add a primary TECH158736
contact that contains a dash (-) in the email address, the primary
contact is displayed on multiple lines and the email is split at the dash.
Dash in email.
The Edit Incident Details smart task only updates the incident name
/ description, not the task name / description.
Edit Incident Details smart
task.
If the Process Manager Virtual Directory is changed from the default
of Process Manager to something else, the PostInstallWizard fails at
Permissions Setup.
PostInstallWizard failure.
In the Data Column of the MyOpen Tickets report, under Process
Management > Not Completed filter, Any is selected. However, Any
is not applied; instead, Closed and Resolved tickets are displayed.
MyOpen Tickets report
shows Closed and Resolved
tickets.
Symantec™ ServiceDesk 7.1 SP2 Release Notes
Fixed issues
8
Table 1-3 Fixed issues (continued)
Issue Description Article link
IncidentsPostponedorPutonHold do not recalculate SLA correctly.
They also exceed SLA after a hold is completed.
Incidents postponed or put
on hold.
ServiceDesk (Workflow) stores Event Viewer log configurations in
such a way that over time system performance is degraded.
Event Viewer log
configurations may cause
system performance
degradation.
The Business Services that are created on the Notification Server TECH142193
computer are not available for use on pre-existing Problem
Management tickets.
Business Services not
available on pre-existing
Problem Management
tickets.
The SD.AssetViewProject throws many
Symantec.Workflow.Translation errors in the SD.AssetViewProject
logs when invoked.
SD.AssetViewProject
throws translation errors.
The Resolved By field is not filled when an incident is resolved
immediately with a KB that was created from a Technician Incident
Submit form.
Resolved By field not
resolved immediately.
If you install SP1 to an existing 7.1 DB, both Problem and Change
Management become unchecked and will not install. An error occurs
when a user attempts to enter a Change ticket. This bug does not occur
when installing to a clean DB.
Problem Management and
Change Management do not
install.
Acontact cannot be removed after it is added to the SendEmailsmart
task.
Contact not removed from
Send Email smart task.
Emails are not sent when Emails are not sent when SLAWarn data is reached.
SLA Warn data is reached.
Occasionally, Orchestration and Zombiecheck exceptions appear in
the create ticket.
Orchestration and
Zombiecheck exceptions.
When "<style>" is placed into the description field on a ServiceDesk
incident creation form, the HTML editor component changes the
rendering of the SD.IncidentView page to remove the entire
right-hand column in the process view.
Incident rendering issues.
Active Directory synchronization hangs when you delete an
Organizational Unit that is included in Active Directory
Synchronization without first removing it from Active Directory
settings in ServiceDesk.
Active Directory
synchronization hangs.
Symantec™ ServiceDesk 7.1 SP2 Release Notes 9
Fixed issues
Table 1-3 Fixed issues (continued)
Issue Description Article link
An issue with the tickets that have duplicate ReportProcessIDs occurs
if multiple tickets are created before the next ReportProcessID can
be generated
Tickets may have duplicate
ReportProcessIDs.
The links that are in RSS feeds on an HTTPS installation of
Workflow/ServiceDesk go to an incorrect URL.
Links in RSS feeds.
The name of the Edit Entry Information To Article dialog box has
changed to Edit Article Entry.
Name of the Edit Entry
Information To Article
dialog box changed.
Calendars are shifted an hour back when they are saved back to the
server
Calendars shifted an hour
back.
Priority cannot be Priority cannot be customized above 20 characters in length.
customized.
Licenses are consumed when a primary contact accesses the process
view.
Licenses consumed.
Errors occur when using IMAP SSL in ServiceDesk 7.1 for email
monitoring.
IMAP SSL errors.
The Create Ticket and Wait For Status Change component crash
Workflow Designer when put in a For Each loop.
Create Ticket and Wait For
Status Change component.
The InfoPath XML documents that are received through
SD.Email.Monitor are corrupted after receipt.
InfoPath XML documents
corrupted.
The IncidentCategorySelect component does not provide scrolling
capability when the incident classification lists exceed the page height.
IncidentCategorySelect
component does not provide
scrolling capability.
You may experience IOrchestration and ZombieCheck exceptions in
the create ticket processing.
IOrchestration and
ZombieCheck exceptions in
create ticket processing.
The MyOpen Tickets reports show the tickets that are not assigned
to the user who is logged on.
MyOpen Tickets reports
show tickets not assigned to
user logged in.
When adding participants to Chat, selecting a user from a group in
the upper window and clicking Invite does not work.
Adding users to chatmaynot
work.
Symantec™ ServiceDesk 7.1 SP2 Release Notes
Fixed issues
10
Table 1-3 Fixed issues (continued)
Issue Description Article link
Concurrent license usage Concurrent license usage breaks when the last license is consumed.
breaks when last license
consumed.
After upgrading Workflow from 7.0_SP2 to 7.0_SP3, License Status
Manager in the Task Tray showing Run License status failed for
Add/Edit Exchange on Workflow Server.
License Status Manager
showing failed status for
Add/Edit Exchange.
When you start the pcAnywhere smart task, it throws an error on the
incidents that existed before the upgrade.
pcAnywhere smart task
throws errors on incidents
existing before upgrade.
Tight Loop in ServiceDesk projects when exception occurs on
terminating form.
Exception occurs on
terminating form.