Symantec™ ServiceDesk 7.5 Release Notes
Contents
1. Symantec Management Platform 7 1 SP2 Installation Guide Symantec IT Management Suite 7 5 powered by Altiris TM technology Administration Guide Information about using the Symantec Management Platform Symantec IT Management Suite 7 5 powered by Altiris technology Administration Guide Symantec IT Management Suite 7 5 powered by Altiris technology Release Notes Information about new features and important issues in the Symantec Management Platform Symantec IT Management Suite 7 5 powered by Altiris technology Release Notes Symantec IT Management Suite 7 5 powered by Altiris technology Installation and Upgrade Guide Information about using Symantec Installation Manager to install the Symantec Management Platform products Symantec IT Management Suite 7 5 powered by Altiris technology Installation and Upgrade Guide Knowledge base Articles incidents and issues about this product SymWISE support page Symantec Connect An online magazine that contains best practices tips tricks and articles for users of this product Symantec Connect page2. Change Management Change Management requires setup and is not fully functional out of the box See the About configuring ServiceDesk topic See the Symantec ServiceDesk 7 5 Implementation Guide or the Symantec ServiceDesk 7 5 User Guide You cannot adjust the incident verification timeout period The Incident Management incident verification timeout period is three days 30 Symantec Table 1 9 Things to know continued ServiceDesk 7 5 Release Notes 31 Other things to know Send Email link on the Incident Management Process View page The Send Email link on the Incident Management s Process View pages is hidden until an email template is created See the Creating email templates for Incident Management topic See the Symantec ServiceDesk 7 5 User Guide Send Email link on the Change Management Process View page The Send Email link on the Change Management s Process View page is hidden until an email template is created See the Creating email templates for Change Management topic See the Symantec ServiceDesk 7 5 User Guide Improved security controls on the Workflow Server Symantec has improved security controls on the Workflow Server The improved security can potentially block the ability to deploy from a local Workflow Designer to a remote Workflow Server If you cannot deploy to a remote Workflow Server change the following setting on the remote Wor
3. See Installing ServiceDesk 7 5 on page 18 See Migrating to ServiceDesk 7 5 on page 19 ServiceDesk 7 5 support matrix The support matrix provides an overview of the primary ServiceDesk components and their supported operating systems It displays the versions of the operating systems that are supported and the versions that are not supported in ServiceDesk 7 5 See System requirements for ServiceDesk on page 11 Table 1 2 ServiceDesk support matrix 9 Symantec Management Platform for 7 1 SP2 a 75 7 1 ServiceDesk a 75 7 1 SP1 ServiceDesk Server Process Manager Windows Server N A Windows Server portal operating system OS 2008 R2 SP1 x64 Symantec recommends that you use this OS 2003 all versions Windows Server 2008 pre R2 Windows Server 2008 R2 Symantec ServiceDesk 7 5 Release Notes 10 ServiceDesk 7 5 support matrix ServiceDesk support matrix continued Microsoft SQL Server Microsoft SQL a Microsoft SQL Microsoft SQL Server 2005 SP4 Server 2008 SP3 Server 2005 SP2 Microsoft SQL a Microsoft SQL Microsoft SQL Server 2008 SP2 Server 2008 R2 SP2 Server 2005 SP3 Microsoft SQL a Microsoft SQL Microsoft SQL Server 2008 SP3 Server 2012 Server 2008 Microsoft SQL Microsoft SQL Server 2008 R2 SP1 Server 2008 SP1 Microsoft SQL Server 2008 R2 SP2 Microsoft SQL Server 2012 Workflow Designer operating system Windows XP SP3 N A Windows XP SP2 OS x86 Windows
4. Symantec ServiceDesk 7 5 Release Notes symantec Symantec ServiceDesk 7 5 Release Notes The software described in this book is furnished under a license agreement and may be used only in accordance with the terms of the agreement Legal Notice Copyright 2012 Symantec Corporation All rights reserved Symantec and the Symantec Logo Altiris and any Altiris or Symantec trademarks used in the product are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U S and other countries Other names may be trademarks of their respective owners The product described in this document is distributed under licenses restricting its use copying distribution and decompilation reverse engineering No part of this document may be reproduced in any form by any means without prior written authorization of Symantec Corporation and its licensors if any THE DOCUMENTATION IS PROVIDED AS IS AND ALL EXPRESS OR IMPLIED CONDITIONS REPRESENTATIONS AND WARRANTIES INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR NON INFRINGEMENT ARE DISCLAIMED EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BE LEGALLY INVALID SYMANTEC CORPORATION SHALL NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING PERFORMANCE OR USE OF THIS DOCUMENTATION THE INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE The Licensed Sof
5. 29 Symantec ServiceDesk Solution 7 5 may not appear in the Available Products list in the Symantec Installation Manager SIM Symantec ServiceDesk 7 5 Release Notes Table 1 9 Things to know The Symantec ServiceDesk Solution 7 5 may not appear in the Available Products list because the Symantec Installation Manager SIM is pointed to a previous release s or a Beta release s product listing PL To point SIM to the current PL 1 Open SIM 2 Onthe Install New Products page click Cancel to change the product listing PL 3 Inthe Symantec Installation Manager dialog box click Yes 4 On the Install Products page click Settings On the Settings page click Change product listing 6 Onthe Manage Product Listings page check itms_7_1_SP2 and click Edit 7 Inthe Edit Product Listing dialog box in the Path field update the product listing PL to point to http www solutionsam conysolutions pl symantec_v2 pLxml zip Other things to know You cannot use a non default HTTP port to install Workflow Using a non default HTTP port to install Workflow causes an error for prerequisite failure to occur and the ServiceDesk installation to fail Incident Management Incident Management requires setup and is not fully functional out of the box See the About configuring ServiceDesk topic See the Symantec ServiceDesk 7 5 Implementation Guide or the Symantec ServiceDesk 7 5 User Guide
6. Management Smart Task to place a ticket on hold after you use the Edit Incident Process Action to edit the ticket the ticket becomes unworkable and unrecoverable a The ticket s process history displays that the OnTicketPlacedOnHold ruleset was run No Remove from Hold task is created w The ticket does not come off hold when the incident resume date and time is reached a No errors are displayed in the logs Known issues TECH200965 Automation Rule to send an email To Task Assignees on Task Creation may not work properly Scenario 1 When a subtask is created you want to send an email to notify the subtask assignee a You create an email template for the Data Event TaskCreated a You create an Automation Ruleset and a rule to send an email To Task Assignees on Task Creation a A subtask is created a Rule runs and evaluates properly and claims to have performed the action successfully m Assignee never receives the email Scenario 2 When any other type of task is created you want to send an email to notify the task assignee a You create an email template for the Data Event TaskCreated m You create an Automation Ruleset and a rule to send an email To Task Assignees on Task Creation a Rule runs and evaluates properly and claims to have performed the action successfully m Assignee may or may not receive the email The Automation Rule s Any group satisfies option does not produce
7. Vista SP1 Windows 7 x86 and Windows Vista SP2 x64 x86 and x64 Windows 7 SP1 x86 and x64 All Workflow Server supported OS versions Process Manager portal browsers Microsoft Internet N A N A Explorer versions 7 8 and 9 Note Active Directory auto authentication is only supported with Internet Explorer Firefox version 13 and later Google Chrome version 17 and later Safari version 5 and later Symantec ServiceDesk 7 5 Release Notes 11 System requirements for ServiceDesk System requirements for ServiceDesk ServiceDesk requires that you dedicate certain servers You can use any of several configurations for setting up the Symantec Management Platform the ServiceDesk server and the SQL Server See Server configuration options for ServiceDesk on page 16 Table 1 3 The dedicated servers that ServiceDesk requires Symantec Management Platform ServiceDesk requires a 7 1 SP2 instance or a 7 5 instance of the Symantec Management Platform See ServiceDesk requirements for the Symantec Management Platform on page 11 ServiceDesk server The ServiceDesk server is a 64 bit server on which you install the Workflow Platform and the ServiceDesk modules This server might also be referred to as the Process Manager server or the Workflow Server This server cannot contain an installation of Helpdesk Solution See System requirements for the ServiceDesk server on page 12 SQL Se
8. server Separate from the Symantec Management Platform Symantec ServiceDesk 7 5 Release Notes 17 Server configuration options for ServiceDesk Typical server The most commonly used configurations are as follows configurations a SQL Server is installed off box for both the Symantec Management Platform and ServiceDesk See Figure 1 1 The Symantec Management Platform and ServiceDesk share an off box SQL Server installation See Figure 1 2 Additional server Examples of additional configurations are as follows configurations a SQL Server is installed off box for either the Symantec Management Platform or ServiceDesk SQL Server is installed on box for either the Symantec Management Platform or ServiceDesk or both One of the applications uses an on box installation of SQL Server and shares it with the other application One of the applications uses an on box installation of SQL Server and the other application uses an off box installation of SQL Server Unsupported server Symantec does not support the following server configuration configurations a Symantec Management Platform with ServiceDesk Solution software installed on the same server as the ServiceDesk application software Note The Symantec Management Platform with ServiceDesk Solution must be installed to a separate server than the actual ServiceDesk application server Figure 1 1 Both Symantec Management Platform and ServiceDesk have their own of
9. setup files from the previous installation When you schedule a change a link to view the change request does not get created on the Calendar page Previously the Change Management process did not populate the URL field Because the URL field did not get populated a link to view the change request ticket did not get created on the Calendar page If you create a change request from a problem and the change fails the problem ticket is unworkable Previously if you created a change request from a problem and the change failed the problem ticket remained open with an incomplete task The problem ticket did not receive the message that the change request had closed which left the problem ticket in an unrecoverable state Incident Management ticket application error Previously after you clicked on a computer that was added to an IM ticket using the advanced form an application error occurred 28 Table 1 8 Report Schedules Symantec ServiceDesk 7 5 Release Notes Other things to know Fixed issues continued Previously in some circumstances errors were thrown you attempted to create or run Report Schedules Change Management Routing Rule Previously the Change Management Routing Rule condition Change Plan Type did not function correctly Attempting to use this condition in a ruleset resulted in errors OnChangeReceived Change Management Ruleset errors Previously using the Aff
10. Desk to meet your organization s specific requirements These configurations include setting up business hours routing rules for incidents and changes and email templates and notification rules You can implement advanced customizations These customizations may include creating data types modifying feeder forms modifying the Process View page and adding fields to reports For more information see the following Symantec ServiceDesk 7 5 Release Notes 6 What s new in ServiceDesk 7 5 Symantec ServiceDesk 7 5 Implementation Guide Symantec ServiceDesk 7 5 User Guide For videos and articles join the Symantec sponsored ServiceDesk user group on Symantec Connect http www symantec com connect groups symantec servicedesk For continuous documentation updates subscribe to the following forum on Symantec Connect www symantec com connect endpoint management See What s new in ServiceDesk 7 5 on page 6 See Installing ServiceDesk 7 5 on page 18 See Migrating to ServiceDesk 7 5 on page 19 What s new in ServiceDesk 7 5 In the 7 5 release of ServiceDesk the following new features are introduced Table 1 1 List of new features in ServiceDesk 7 5 Support for Microsoft SQL Server 2008 SQL Server 2008 SP3 SQL Server 2008 R2 SP2 and 2012 and SQL Server 2012 are now supported Symantec Management Platform for ServiceDesk supports the Symantec Management ServiceDesk Platform version 7 1 SP2
11. Management Platform must be installed and running The installation of your instance of the Symantec Management Platform is managed through the Symantec Installation Manager Altiris Configuration Management Database Solution CMDB Solution If the Configuration Management Database Solution is not already installed it is included in the installation of the ServiceDesk solution software You do not need to perform a separate installation See System requirements for ServiceDesk on page 11 System requirements for the ServiceDesk server The ServiceDesk software is installed on the ServiceDesk server This server cannot contain an installation of Helpdesk Solution When you install the ServiceDesk software and SQL Server on different servers the servers must meet the following requirements Both servers must be members of the same domain a This configuration must be installed in an Active Directory environment Table 1 5 System requirements for the ServiceDesk server Server and processor Multi core or multiple processors 64 bit RAM a Minimum 8 GB recommended for test servers only a Minimum recommended 16 GB a Preferred 32 GB Operating system Windows Server 2008 R2 SP1 64 bit Symantec ServiceDesk 7 5 Release Notes 13 System requirements for ServiceDesk Table 1 5 System requirements for the ServiceDesk server continued Network configuration IP v4 Static IP a
12. Manager portal SLA Levels SLA Escalations and SLA Milestones can be managed from the Automation Rules page in the Process Manager portal To access the Automation Rules page click Admin gt Process Automation then expand Incident Management and click Service Dashboard Improved Service Level Agreement time span selection Service Level Agreements can be configured for longer time spans Symantec ServiceDesk 7 5 Release Notes 8 What s new in ServiceDesk 7 5 Table 1 1 List of new features in ServiceDesk 7 5 continued The Administrator can manage data mapping within the Process Manager portal Data mapping classifications can be used to set up your Routing Table from the Data Mapping page in the Process Manager portal To access the Data Mapping page click Admin gt Process Automation Then expand Incident Management click Service Dashboard and then click Manage Data Mapping New Incident Management process Features of the new Incident Management process are as follows a Expanded the number of out of the box rulesets a Incidents are routed to Service Queues instead of users or groups w Ability to create email templates for data and process events a Ability to create routing rules to route emails for data and process events a Ability to evoke Workflow from an Incident Management ruleset Additions to Change Management process Additions to the Change Management process
13. T Management Suite if installed must first be upgraded or migrated to version 7 1 SP2 or version 7 5 ServiceDesk 7 5 is compatible with Symantec Management Platform 7 1 SP2 7 1 SP2 MP1 and 7 5 a You use the ServiceDesk Server installer to install the ServiceDesk application on your new designated server Symantec Installation Manager SIM does not install ServiceDesk on the ServiceDesk server SIM installs the ServiceDesk solution software The ServiceDesk solution software grants you access to the ServiceDesk Server installer For information about migrating to ServiceDesk 7 5 see the section Migrating to ServiceDesk 7 5 in the Symantec ServiceDesk 7 5 Implementation Guide at the following URL http www symantec com docs DOC4798 For more information about upgrading or migrating to Symantec Management Platform 7 1 SP2 see the section About upgrading from IT Management Suite 7 1 to 7 1 SP2 in the Symantec Management Platform 7 1 SP2 Installation Guide at the following URL http www symantec com docs DOC4798 Symantec ServiceDesk 7 5 Release Notes 20 Migrating data to ServiceDesk 7 5 For more information about upgrading or migrating to Symantec Management Platform 7 5 see the chapter Upgrading to IT Management Suite 7 5 or Migrating to IT Manatement Suite 7 5 in the Symantec IT Management Suite 7 5 powered by Altiris technology Installation and Upgrade Guide at the following URL http www symantec com doc
14. agement Platform and the ServiceDesk software follow the Symantec Management Platform s SQL Server requirements a Forinformation about the Symantec Management Platform 7 1 P2 recommended hardware configurations see the chapter Performance and scalability recommendations for IT Management Suite in the Altiris IT Management Suite 7 1 SP2 from Symantec Planning and Implementation Guide a For information about the Symantec Management Platform 7 5 recommended hardware configurations see the chapter Hardware recommendations in the Symantec IT Management Suite 7 5 powered by Altiris technology Installation and Upgrade Guide You can use any of several configurations for setting up the Symantec Management Platform the ServiceDesk server and the SQL Server See Server configuration options for ServiceDesk on page 16 See System requirements for ServiceDesk on page 11 About supported SQL Server collations for the Process Manager database The Process Manager database supports the following SQL Server collations a SQL _Latin1_General_CP1_Cl_AS Latin alphabet case insensitive accent sensitive By default the Process Manager database is created with this collation Symantec ServiceDesk 7 5 Release Notes 16 Server configuration options for ServiceDesk a SQL _Latin1_General_CP1_CS_AS Latin alphabet case sensitive accent sensitive If during installation the user checks the option to make the databas
15. and version 7 5 New installation utility The new ServiceDesk installer simplifies the ServiceDesk install A new wizard guides you through the following steps a Download of the Workflow installation file a Installation of the Workflow Platform a Installation of the ServiceDesk modules Symantec ServiceDesk 7 5 Release Notes 7 What s new in ServiceDesk 7 5 Table 1 1 List of new features in ServiceDesk 7 5 continued Ability to select which ServiceDesk Modules processes to install The new installer lets you install any or all of the following ServiceDesk processes a Change Management Incident Management Problem Management Knowledge Base Management a Active Directory Self Service Catalog Improved ServiceDesk Implementation Guide The Symantec ServiceDesk 7 5 Implementation Guide includes the following information a Planning and preparing for the installation a ServiceDesk scalability and performance tuning m ServiceDesk installation a Advance customizations For more information see Symantec ServiceDesk 7 5 Implementation Guide The Administrator can configure business hours within the Process Manager portal Business hours can be configured from the Business Hours page in the Process Manager portal To access the Business Hours page click Admin gt Data gt Business Hours The Administrator can configure Service Level Agreements SLAs within the Process
16. are as follows w Ability to route change request by risk score w Ability to create email templates for data and process events w Ability to create routing rules to route emails for data and process events m Ability to evoke Workflow from a Change Management ruleset Improved the reopening a closed incident process Improvements to the reopening a closed incident process are as follows w Anew ticket is created for the reopened incident a A reference is provided to the original incident w Ability to assign the ticket to a specific worker or service queue Table 1 1 Symantec ServiceDesk 7 5 Release Notes ServiceDesk 7 5 support matrix List of new features in ServiceDesk 7 5 continued New Web Part for the Technicians for viewing SLA Status Technicians can view the SLA Status for initial response and resolution in a separate Web Part from within the Incident ticket s Process View page The Web Part is located in the upper right of the Process View page New Web Part for the Technicians for viewing the user comments separate from the Process History Technicians can view the user comments in a separate Web Part from within the Incident ticket s Process View page The Web Part is located on the left side of the page Technicians have the ability to change incident details Technician cans change incident details which include the extended classifications when they work in incident
17. ddress Name resolution services DNS Internet connectivity Connectivity to the Symantec Management Platform server Gigabit Network Interface Controller GB NIC Installation account ServiceDesk requires an installation account Windows Windows Integrated Security Use a domain account with the sysadmin server role on the target SQL instance SQL Microsoft SQL Server Security Use a SQL account with the sysadmin server role for that target SQL instance Note If you plan to use this authentication method the target database server must be configured to support SQL authentication Operation service account ServiceDesk requires a run time service account Windows Windows Integrated Security Use a domain service account that is set up in that SQL instance This account is used as the identity under which the ServiceDesk application pool runs in IIS This account is added to the db_owner role on the Process Manager database Note This authentication method is the recommended authentication method Windows authentication allows for easy upgradeability and provides the greatest ease of change Because connection string information is stored in the Web config files of Projects Windows authentication also adds security SQL Microsoft SQL Server Security Use an account in the target SQL instance This account is added to the db_owner role on the Process Manager database Note If you plan to use this authentication m
18. e case sensitive the Process Manager database is created with this collation See System requirements for ServiceDesk on page 11 Requirements for the ServiceDesk client computers The client computers access ServiceDesk from an Internet browser ServiceDesk is intended to work with all the major Internet browsers We have tested ServiceDesk with the following browsers a Microsoft Internet Explorer versions 7 8 and 9 Note Active Directory auto authentication is only supported with Internet Explorer a Firefox version 13 and later m Google Chrome version 17 and later a Safari version 5 and later See System requirements for ServiceDesk on page 11 Server configuration options for ServiceDesk The ServiceDesk installation requires that you dedicate certain servers a Symantec Management Platform a ServiceDesk server and a SQL Server See System requirements for ServiceDesk on page 11 The server configuration that you use for a ServiceDesk installation depends on your environment datacenter design and budget Requirements for server Aserver configuration is valid if it meets the following requirements configurations a Microsoft SQL Server is installed on either a 32 bit server or a 64 bit server Symantec recommends that you use a 64 bit server a The Symantec Management Platform and the ServiceDesk Solution software are installed on a 64 bit server m ServiceDesk is installed on a 64 bit
19. ected Assets condition in the OnChangeReceived Change Management Ruleset produced unexpected results Routing rules issue Previously Email Templates were stored within the routing rules and did not update when templates were changed When you created routing rules using the Send Email action email template changes required the rule to be re saved ReOpen Incident box does not allow entry for Reason to re open in the SD ReopenIncident Project Previously you were unable to enter the Reason for ReOpening which removed the ability to click the Reopen button Migrate Helpdesk Incidents not working correctly Previously the Migrate Helpdesk Incidents process did not function correctly When you ran the process it did not indicate any errors but no tickets were migrated POP Blacklist issue Previously Email Monitoring Using the Blacklist option while running POP email monitoring caused the server to stop processing additional emails Symantec recommended using IMAP for email monitoring if you wanted to use the Blacklist function Non ASCII characters in computer names Previously at the end of the ServiceDesk installation you clicked Open ServiceDesk An error was displayed if the computer name contained non ASCII characters Other things to know The following are things to know about this release If additional information about an issue is available the issue has a corresponding Article link
20. esolve a problem by creating a known issue the Known Issue article is created However the Reported Problem field in the Known Issue article is populated with data name Problem CreateDate is not valid because piece CreateDate does not exist This typically happens if the data type changes structure Workaround a Navigate to the Knowledge Base page and open the Known Issue article a On the KB Known Issue page click the Actions symbol orange lightening and then click Edit Entry a On the KB Edit Article Entry page in the Text field edit the information in the Reported Problem line and click Save Process Manager portal crashes when an end user searches for articles in the knowledge base An end user has default access to the Knowledge Base page in the Process Manager portal but does not have rights to any article categories When the end user uses the Knowledge Base page s Search Articles feature the Process Manager portal crashes The end user must restart the session Workaround Option 1 a Configure the end user s permissions so that access is removed to the Knowledge Base page Option 2 Configure the end user s permission so that access is granted to at least one knowledge base article category You cannot use the KB The Migrate KB Articles from Helpdesk 6 5 option does not import TECH162732 Migration Wizard to migrate user created Helpdesk Solution 6 5 knowledge base articles ee b The KB Migra
21. ethod the target database server must be configured to support SQL authentication Email account Primary email account for the ServiceDesk mailbox for monitoring the system and sending email from the system SMTP server connectivity Optional POP or IMAP mailbox for monitoring Symantec ServiceDesk 7 5 Release Notes 14 System requirements for ServiceDesk Table 1 5 System requirements for the ServiceDesk server continued SQL Server components The ServiceDesk server requires the SQL Server ADOMD NET This SQL Server component is a Microsoft NET Framework data provider It facilitates communication with the Microsoft SQL Server Analysis Services If SQL Server is installed on a server that is separate from the ServiceDesk server off box the ServiceDesk server requires the following SQL Server components a SQL Management Objects SMO site SQL Server Analysis Management Objects AMO a Microsoft ADOMD NET a SQL Native client This component is a prerequisite for installing the SQL Management Objects Microsoft Internet Information Services IIS IIS 7 IIS 6 Management Compatibility mode NET Framework NET 3 5 with ASP NET Internet browser ServiceDesk is intended to work with all of the major Internet browsers We have tested ServiceDesk with the following browsers a Microsoft Internet Explorer versions 7 8 and 9 Note Active Directory auto authentication is only supported wi
22. expected results When you use the Any group satisfies option in a rule to include multiple groups even if all groups are false the rule still executes the action s Workaround Use the All groups must be met to satisfy option and create separate rules for each group 27 Table 1 7 Symantec ServiceDesk 7 5 Release Notes Fixed issues Known issues continued The Automation Rule s Any condition satisfies option does not produce expected results When you use the Any condition satisfies option in a rule to include multiple conditions in the same group even if all conditions are false the rule still executes the action s Workaround Use the All conditions must be met to satisfy option and create separate rules for each condition The Automation Rule s Ruleset Action to set the priority of an incident using the Impact Urgency Matrix fails When you create a rule to set the priority of an incident using the Impact Urgency Matrix the Action fails even if the condition is met Fixed issues The following are the previous issues that were fixed in this release Table 1 8 Fixed issues Installation issues can occur if you do not manually uninstall any previous 7 5 Beta builds Beta customers Previously ServiceDesk MSI did not overwrite the ServiceDeskSetup exe on upgrade Installing ServiceDesk on a server where a previous version was installed did not update the
23. f box SQL Server Platform SQL Server Notification Server Symantec Management ServiceDesk Server SQL Server Symantec ServiceDesk 7 5 Release Notes 18 Installing ServiceDesk 7 5 Figure 1 2 Symantec Management Platform and ServiceDesk share an off box SQL Server Notification Server SQL Server ServiceDesk Server Symantec Management Platform Installing ServiceDesk 7 5 You can install ServiceDesk as a standalone product You can also install ServiceDesk and use it along with the other products in the IT Management Suite Before you install ServiceDesk on the ServiceDesk server read the section ServiceDesk scalability in the Symantec ServiceDesk 7 5 Implementation Guide at the following URL http www symantec com docs DOC5722 Things to know about the ServiceDesk installation process a You use the Symantec Installation Manager SIM to install the ServiceDesk solution software ServiceDesk is compatible with Symantec Management Platform 7 1 SP2 7 1 SP2 MP1 and 7 5 ServiceDesk is also compatible with IT Management Suite 7 1 SP2 7 1 SP2 MP1 and 7 5 a You use the ServiceDesk server installer to install the ServiceDesk application on your new designated server SIM does not install ServiceDesk on the ServiceDesk server SIM installs the ServiceDesk solution software The ServiceDesk solution software grants you access to the ServiceDesk Server installer For information about installing Ser
24. k assignment does not grant permissions Task assignment uses the actual user s permissions Workaround Option 1 a Create a Change Implementer s group a Make sure to assign the group the WorkflowTasksManagement Add permission a Add change implementers to the change implementer group Option 2 a Grant the change implementer administrative permissions TECH199363 23 Symantec ServiceDesk 7 5 Release Notes Table 1 7 Known issues continued Change Managers cannot add a new CAB Members of the Change Manager group receive an error when they try to add a new CAB Change Manager group does not have the AccountManagement Access permission Workaround Grant the AccountManagement Access permission to the Change Manager group Known issues Change managers cannot add a category or a bulletin board when adding a bulletin board entry Members of the Change Manager group receive an error when they click Add Category or Add Bulletin Board on the Add Bulletin Board Entry page Change Manager group does not have the Articles CanAddCategory and the Articles CanAddaArticle permissions Workaround Grant the Articles CanAddCategory and the Articles CanAddArticle permissions to the Change Manager group Change request ticket s Process History does not display the execution of the automation rules When you open a change request ticket s Process View page the execution of the automation r
25. kflow Server before attempting to deploy To allow remote connections a On the Workflow Server right click on the Task Tray Tool and click Settings a Inthe Workflow Server section next to Workflow Server Configuration click the ellipsis a Inthe General section check Allow Remote Connections Please note that the Symantec security best practice is to revert this setting after you are finished deploying For more information on Symantec security best practices see the article ServiceDesk Workflow General Security Best Practices wwwsymantec com docs IDOC6160 IT Analytics 7 1 SP2 ServiceDesk 7 5 is not compatible with IT Analytics 7 1 SP2 If you want to use IT Analytics 7 1 SP2 with ServiceDesk 7 5 a ServiceDesk Pack 7 5 for IT Analytics 7 1 SP2 is available For more information see the ServiceDesk Pack for Altiris IT Analytics 7 1 SP2 from Symantec User Guide ServiceDesk 7 5 wwwsymantec com docs IDOC5639 Symantec Table 1 9 Things to know continued ServiceDesk 7 5 Release Notes 32 Other things to know ServiceDesk Solution Software User Guide The ServiceDesk Solution Software User Guide has been deprecated for this release The instructions that were in this guide are now in the ServiceDesk Implementation Guide and ServiceDesk User Guide See the Symantec ServiceDesk 7 5 Implementation Guide or the Symantec ServiceDesk 7 5 User Guide ServiceDesk Por
26. low and then to reinstall ServiceDesk without closing the installer after the uninstall causes error during reinstallation Workaround After using the ServiceDesk installer to uninstall ServiceDesk and or Workflow close the ServiceDesk installer before using it to reinstall ServiceDesk Known issues You cannot use SQL 2008 R2 Datacenter edition to build your SQL Server If you attempt to install ServiceDesk 7 5 to SQL Server 2008 R2 Datacenter edition the prerequisite check fails and you cannot continue Workaround Do not use SQL 2008 R2 Datacenter edition to build your SQL Server SQL 2008 R2 Datacenter is currently unsupported ServiceDesk installer does not set the Email SMTP server Master Setting The ServiceDesk installer does not set the settings to support the send email actions Several features such as routing rules and report scheduling require the Process Manager SMTP Email Master Setting to be set if emails are to be sent For the Send Email action to work you must manually set the Master Setting for the SMTP server Workaround Inthe Process Manager portal perform the following actions a Click Admin gt Portal gt Master Settings a On the Process Manager Settings page expand Email Settings Inthe SMTP Server field type the correct SMTP server address a To test the connection click Ping On the Message from webpage dialog box click OK a When you are finished scroll to the b
27. ntec recommends updating to ServiceDesk 7 5 1 Ifyou have already installed ServiceDesk 7 5 0 Symantec recommends using a separately provided Change Management process installer to apply the update For more information refer to the knowledge base article ServiceDesk 7 5 1 update at http www symantec com docs HOWTO83330 If you plan to install ServiceDesk 7 5 for the first time for installation or migration information refer to the Symantec ServiceDesk 7 5 Implementation Guide at http www symantec com docs DOC5722 See Installing ServiceDesk 7 5 on page 18 See Migrating to ServiceDesk 7 5 on page 19 For more information about the fixed issues in this update see the Fixed Issues section See Fixed issues on page 28 About ServiceDesk 7 5 Symantec ServiceDesk improves your infrastructure s service management It is ITIL based and includes all of the primary ITIL Service Management processes These processes include Incident Management Problem Management Change Management and Knowledge Management ServiceDesk also includes a Service Catalog that lets your users choose service items It also includes an Active Directory Self Service Catalog that lets users easily and securely reset passwords and access network shares ServiceDesk uses the Symantec Workflow framework to manage service tickets provide reports and integrate with the Configuration Management Database CMDB You can configure Service
28. ottom of the page and click Save ServiceDesk installer does not consistently capture the underscores that are used as part of server or service account names The ServiceDesk installer does not consistently capture and render the underscores _ when they are used in the names of servers or service accounts For example The server name is typed lt cherry_smp gt The server name is displayed in the installer as cherrysmp TECH199410 21 Table 1 7 Running a repair on ServiceDesk reverts the OnlncidentReceived ruleset to its default state Symantec ServiceDesk 7 5 Release Notes Known issues continued Using the ServiceDesk installer to repair ServiceDesk reverts the OnlncidentReceived ruleset to its default or out of the box state The repair reinstalls the single default rule in the OnlncidentReceived ruleset Workaround If you must repair ServiceDesk take note of all the rules that were added to the OnIncidentReceived ruleset These notes should include the conditions and actions that are used in each of the rules After you run the repair add the rules back to the OnlncidentReceived ruleset Known issues No default report is provided After an incident is placed on hold it disappears from reports and task TECH199688 to display the incidents that lists No default report is provided to display the incidents that are on are on hold hold Adding groups to and The gr
29. oup to service queue relationship is only used during ticket removing groups from Service assignment Adding groups to and removing groups from Service Queues does not affect Queues only affects future assignments and does not affect currently currently assigned incidents assigned incidents Workaround Individual ticket assignments can be reset when you reassign them to the queue to which they are currently assigned Deleting a Service Queue can If you delete a service queue before you modify the routing rules that cause routing rules to fail route incidents to that queue the routing rules error out Workaround Before you delete a service queue modify all the rules that route incidents to the queue and route them to another queue Deleting a Service Queue If a service queue is deleted all existing tickets stay assigned to the does not affect existing ticket service queue s groups assignments Workaround Individual ticket assignments can be reset when you reassign them to a different queue Service Queues do not detect Opening the Create Edit Service Queue page caches the existing TECH198039 newly created groups ServiceDesk groups The Service Queues do not detect newly created groups 22 Table 1 7 Send Email action is displayed twice in the Add Action drop down list for Process Event rulesets Symantec ServiceDesk 7 5 Release Notes Known issues continued When you create rules for Incident Managemen
30. rkaround Use IMAP instead of POP You cannot use the In the ServiceDesk Installer on the Set Server Base URL page the TECH199946 ServiceDesk installer to use Use SSL https check box does not work correctly It does not SSL https to configure the configure the Process Manager database using SSL https Process Manager database Workaround After you install ServiceDesk enable SSL https Some variables in Incident When you create an Incident or Change email template and add TECH200230 and Change Management variables to it some variables may not populate correctly and may email templates may not work contain incorrect information properly The Task Response Url When you add the Task Response Url to an Incident Management variable in Incident email template an invalid link to the incident ticket is created in the Management email templates email does not work In Problem Management all The Problem Management List Open Problems reports and TECH200490 List Open Problems reports and all Problems Closed reports do not display ticket data Problems Closed reports do not extract the correct data Workaround Edit the report that you want to use so that it extracts the correct data 26 Symantec ServiceDesk 7 5 Release Notes Table 1 7 Known issues continued Using the Hold Management Smart Task to place an Incident on hold may result in an unworkable ticket Ifyou use the Hold
31. rver The Process Manager databases must reside on a SQL Server Symantec recommends that ServiceDesk has its own dedicated off box SQL Server See System requirements for the SQL Server on page 14 See About supported SQL Server collations for the Process Manager database on page 15 See Requirements for the ServiceDesk client computers on page 16 ServiceDesk requirements for the Symantec Management Platform ServiceDesk requires a 7 1 SP2 instance or a 7 5 instance of the Symantec Management Platform to be installed and running The Symantec Management Platform must always be installed on its own 64 bit server Symantec ServiceDesk 7 5 Release Notes 12 System requirements for ServiceDesk Table 1 4 ServiceDesk requirements for the Symantec Management Platform Hardware and base software a For information about the Symantec Management Platform 7 1 SP2 hardware and the software requirements see the chapter Performance and scalability recommendations for IT Management Suite in the Altiris IT Management Suite 7 1 SP2 from Symantec Planning and Implementation Guide a For information about the Symantec Management Platform 7 5 hardware and the software requirements see the chapter Hardware recommendations in the Symantec IT Management Suite 7 5 powered by Altiris technology Installation and Upgrade Guide Symantec Management Platform A 7 1 SP2 instance or a 7 5 instance of the Symantec
32. s DOC5697 See What s new in ServiceDesk 7 5 on page 6 See Migrating data to ServiceDesk 7 5 on page 20 Migrating data to ServiceDesk 7 5 You can leverage some of the data from ServiceDesk 7 0 MR2 7 1 SP1 and 7 1 SP2 in ServiceDesk 7 5 You can migrate incidents change requests problems and other data You can access this historical ticket data from ServiceDesk 7 5 for reporting purposes You can also leverage some data from Helpdesk Solution 6 x You can migrate incidents categories and some knowledge base content For more information about migrating data to ServiceDesk 7 5 see the section About migrating data to ServiceDesk 7 5 in the Symantec ServiceDesk 7 5 Implementation Guide at the following URL http www symantec com docs DOC5722 See Known issues on page 20 See Migrating to ServiceDesk 7 5 on page 19 Known issues The following are known issues for this release If additional information about an issue is available the issue has a corresponding Article link For the most up to date information latest workarounds and other technical support information about this solution see the Technical Support knowledge base Table 1 7 A new ServiceDesk installation fails if you do not close the ServiceDesk installation wizard after you run an uninstall Symantec ServiceDesk 7 5 Release Notes Known issues Using the ServiceDesk installer to uninstall ServiceDesk and or Workf
33. t Process Eventrulesets the Send Email action appears twice in the Add Actions drop down list You can use both Send Email actions Both actions produce the same results Known issues The Change Request form s Location Search does not find locations It can cause an application error The Change Request form s Location Search functionality does not discover locations The search functionality also populates the Search the CMDB field with your location search criteria When you clear the Search the CMDB field and try to search the CMDB for the equipment and services that the change affects an application error is thrown Your change request is canceled Workaround a Request a change a Type a title description and justification a Inthe Location field type in the location and use the auto complete functionality of this field to select the location Do not use the Search function to search for a location m As you progress through the creation of your change request the Search the CMDB field is not prepopulated You can search for the equipment and services that the change affects without receiving an application error Change Implementers cannot assign implementation tasks when using the Manage Implementation Task action Members of the Change Implementer group receive an error when they use Manage Implementation Task on the change request ticket s Process View page to assign implementation tasks Tas
34. tal User The ServiceDesk Portal User Guide has been deprecated See the Symantec Guide for this release ServiceDesk 7 5 User Guide The instructions that were in this guide are now in the ServiceDesk User Guide ServiceDesk The ServiceDesk Customization Guide has been deprecated See the Symantec Customization Guide for this release Because of the changes to ServiceDesk for this release most of the customizations can be accomplished in the Process Manager portal Some advance customizations can still be accomplished by editing the workflow processes See the Configuring ServiceDesk and Advanced ServiceDesk customizations topics ServiceDesk 7 5 Implementation Guide or the Symantec ServiceDesk 7 5 User Guide Cloud enabled Management ServiceDesk 7 5 does not support Cloud enabled Management N A Documentation that is installed Table 1 10 Symantec ServiceDesk 7 5 Release Notes Documentation that is installed Documentation that is included into the product installation Help Information about how to use this product The Documentation Library which is Help is available at the solution level and availablein the Symantec Management Console on the Help menu at the suite level This information is available in HTML help COmMEXESENSIUVS help is available for most screens in the Symantec Management format Console You can open context sensitive help in the following ways a The F1 ke
35. th Internet Explorer a Firefox version 13 and later m Google Chrome version 17 and later a Safari version 5 and later You can use any of several configurations for setting up the Symantec Management Platform the ServiceDesk server and the SQL Server See Server configuration options for ServiceDesk on page 16 See System requirements for ServiceDesk on page 11 System requirements for the SQL Server ServiceDesk requires an installation of Microsoft SQL Server When you install the ServiceDesk software and SQL Server on different servers the servers must meet the following requirements Both servers must be members of the same domain a This configuration must be installed in an Active Directory environment Symantec ServiceDesk 7 5 Release Notes 15 System requirements for ServiceDesk Table 1 6 System requirements for the SQL Server Processor 32 bit or 64 bit Symantec recommends that you use a 64 bit Operating system Windows Server 2008 R2 SP1 Database Microsoft SQL Server Supported versions of SQL Server m SQL Server 2005 SP4 SQL Server 2008 SP2 or 2008 SP3 a SQL Server 2008 R2 2008 R2 SP1 or 2008 R2 SP2 a SQL Server 2012 Database ServiceDesk requires the following components of Microsoft SQL Server m SQL Server Reporting Services ma SQL Server Analysis Services Additional requirements When you use one SQL Server for both the Symantec Man
36. tion Wizard is intended for importing Helpdesk Solution pie OURS now eg DASR ok knowledge base content that was added through the installation of articles a KBI solution add on You cannot run the Migrate Using the Migrate KB Articles from Helpdesk 6 5 option to migrate TECH199272 KB Articles from Helpdesk 6 5 process the Helpdesk Solution 6 5 knowledge base content fails No knowledge base items are migrated and errors are thrown in the log 25 Table 1 7 Symantec ServiceDesk 7 5 Release Notes Known issues continued Known issues You cannot run the Migrate Using the Migrate Helpdesk 6 Incidents option throws an error Invalid TECH199274 Helpdesk 6 Incidents Portal Permissions The instructions that are displayed in the error process message do not resolve the issue False failure may be reported The first submitted incident after a new install of ServiceDesk 7 5 or on a submitted incident an IISRESET reports an error even though the incident was submitted successfully ServiceDesk may not In some email environments ServiceDesk does not correctly connect correctly connect to the to the inbound mail server using the POP protocol S Ra sa the Error message may display Connection to endpoint failed An error proie eors use occurred while communicating with the server Index and length must refer to a location within the string Parameter name length Do you need to enable SSL Wo
37. tware and Documentation are deemed to be commercial computer software as defined in FAR 12 212 and subject to restricted rights as defined in FAR Section 52 227 19 Commercial Computer Software Restricted Rights and DFARS 227 7202 Rights in Commercial Computer Software or Commercial Computer Software Documentation as applicable and any successor regulations Any use modification reproduction release performance display or disclosure of the Licensed Software and Documentation by the U S Government shall be solely in accordance with the terms of this Agreement Symantec Corporation 350 Ellis Street Mountain View CA 94043 http Awww symantec com Symantec ServiceDesk 7 5 Release Notes This document includes the following topics ServiceDesk 7 5 1 update notes About ServiceDesk 7 5 What s new in ServiceDesk 7 5 ServiceDesk 7 5 support matrix System requirements for ServiceDesk Server configuration options for ServiceDesk Installing ServiceDesk 7 5 Migrating to ServiceDesk 7 5 Migrating data to ServiceDesk 7 5 Known issues Fixed issues Other things to know Documentation that is installed Other information Symantec ServiceDesk 7 5 Release Notes 5 ServiceDesk 7 5 1 update notes ServiceDesk 7 5 1 update notes ServiceDesk 7 5 1 is an update to ServiceDesk 7 5 This update corrects several issues in the Change Management process This update also corrects an issue with the ServiceDesk MSI installer Syma
38. ules is not displayed in the Process History section By default the Process Messages filter is turned off Workaround m Open a change request ticket a Onthe ticket s Process View page in the Process History section click Filter a Inthe Filter Options dialog box in the Messages section check Process Messages and then click Apply a The Process History section on your change tickets Process View page displays the automation rules execution Support users cannot post Time Spent working on an incident Members of the support group do not have permissions to post Time Spent working on the incident in the Start Stop Process Timing section on the Process View page Workaround Open the incident ticket click Work Incident and use the Specify Time Worked feature on the Incident Response page 24 Table 1 7 False failure can be reported on knowledge base article creation Symantec ServiceDesk 7 5 Release Notes Known issues continued When you create a knowledge base article from a problem a failure is reported even though the article was created successfully To verify that the article was created successfully navigate to the Knowledge Base page and search for the article Known issues Known Issue article can be populated with data name Problem CreateDate is not valid because piece CreateDate does not exist This typically happens if the data type changes structure When you r
39. viceDesk see the Symantec ServiceDesk 7 5 Implementation Guide at the following URL http www symantec com docs DOC5722 For information about installing IT Management Suite 7 1 SP2 see the Altiris IT Management Suite 7 1 SP2 from Symantec Planning and Implementation Guide at the following URL http www symantec com docs DOC4827 Symantec ServiceDesk 7 5 Release Notes 19 Migrating to ServiceDesk 7 5 For information about installing IT Management Suite 7 5 see the Symantec IT Management Suite 7 5 powered by Altiris technology Planning for Implementation Guide at the following URL http www symantec com docs DOC5670 See About ServiceDesk 7 5 on page 5 See Migrating to ServiceDesk 7 5 on page 19 Migrating to ServiceDesk 7 5 Existing ServiceDesk customers must migrate to ServiceDesk 7 5 which involves migrating to new hardware This migration includes both the ServiceDesk server and a new database instance You should plan to install ServiceDesk in a new environment separate from your existing ServiceDesk server An in place upgrade path is not available and Symantec does not support attempts to install 7 5 over a previous version of ServiceDesk You are required to run both systems in parallel until your previous tickets are closed and necessary data is migrated to your ServiceDesk 7 5 environment Things to know about the ServiceDesk migration process a Symantec Management Platform and I
40. y when the page is active a The Context command which is available in the Symantec Management Console on the Help menu User Guide Information about how to use this product The Documentation Library which is This information is available in PDF format available in the Symantec Management Console on the Help menu The Documentation Library provides a link to the PDF User Guide on the Symantec support Web site a The Supported Products A Z page which is available at the following URL http www symantec com business support index page products Open your product s support page and then under Common Topics click Documentation Other information Table 1 11 Information resources that you can use to get more information Symantec Management Information about using the Symantec Platform 7 1 SP2 User Guide Management Platform Symantec Management Platform Documentation page Table 1 11 continued Symantec ServiceDesk 7 5 Release Notes 34 Other information Information resources that you can use to get more information Symantec Management Platform 7 1 SP2 Release Notes Information about new features and important issues in the Symantec Management Platform Symantec Management Platform Documentation page Symantec Management Platform 7 1 SP2 Installation Guide Information about using Symantec Installation Manager to install the Symantec Management Platform products
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