It looks like we tried to push out some update before the worl did _not_ end :D.

File name: symantec.pl.xml
File hash: f66d34f93a3b240f0fa2f908428051b4
File date: 2012-12-20 10:31
File size: 13,727,806 bytes (~14MB)
Release date: 2012-12-21

Additional information:

• ProductListing definitionName="symantec_v2" majorVersion="7" minorVersion="1" buildVersion="11"
• Some changes occured in the package tree, as shown below with some prunning being done and Service Desk 7.5.1 being added

--- tree-737a531d1c28c34bd7b73f14e0633578.txt	2013-01-02 12:09:19.000000000 +0100
+++ tree-f66d34f93a3b240f0fa2f908428051b4.txt	2013-01-02 12:12:01.000000000 +0100
@@ -1,4 +1,4 @@
-tree-737a531d1c28c34bd7b73f14e0633578/
+tree-f66d34f93a3b240f0fa2f908428051b4...

Continuing our commitment to help you, our users, get the most value out of the Endpoint Management solutions, the product team is sponsoring twelve groups on Connect. In these groups, you will find the best how to videos, articles, and product extensions available. By participating in one or more of these groups (depending on your needs and interests) you will gain access to best practices and content that has been reviewed by our subject matter experts. You will also find access to insightful advice from other users and a trusted conduit for submitting ideas for new content and improvements to our product team.

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...

Many companies like to use an DNS alias so that users can easily reach a web page. An example would be for users to just type in "servicedesk" into the browser and have it redirected to the Service Desk page. However, doing this in Service Desk is a little tricky to do because it may crash when only an alias is created when trying to reach http://servername/processmanager. Here are the steps to make it work properly:

• Create a DNS Alias that points to <servername>.<domain>.local on your DNS server (http://support.microsoft.com/kb/168322)
• Go on the service desk server and open up IIS
• Expand Sites and click on Default Web Site
• Under IIS heading you'll see ASP. Right-click on it and Explore
• Make a copy of default.asp
• Edit default.asp to the following:

The SD.CloseIncidents that comes with ServiceDesk 7.1 SP2 does not work with Incidents that have subtasks. Incident datatype only includes one of the TaskIDs and only one task will be closed. This will also mess up the incident a bit.

The project can be modified to include a loop through all the tasks that are part of this process and send a closing message to each of these. The approach is rather brute force one, as it does put messages in the queue for all the tasks that were in the incident, including closed ones. However, Workflow does seem to properly clean it up afterwards either way, based on my quick testing.

This is only one way of achieving this, I do not claim it to be the best or most efficient way.

All the usual disclaimer things apply:
- Don't do this in your production ServiceDesk before testing it.
- Consider this an idea or example.
- It is a customization and is not supported.

Customize the SD....