Layton ServiceDesk - Release Notes - Version 6.6.5

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ServiceDesk v6.6.5 is a minor release of the product. You must be using ServiceDesk v6.2.0 or later before you can upgrade to the latest version. If you are using an earlier version please upgrade by downloading v6.2.0 from the Update > Layton ServiceDesk menu in the Client Support Portal before attempting to upgrade to the latest version.

Determining the Currently Installed Version

Please refer to this article to determine the currently installed version.

Obtaining the Update

Please log in to the Client Support Portal to download the upgrade installer.

Test Installation

We recommend that you create a Test Installation and upgrade it before committing to updating your live system.

Upgrade Procedure

Do not uninstall Layton ServiceDesk prior to upgrading. This is an update, not a full installer.

  1. Extract the lsd665_upgrade folder from the archive
  2. Back up your database
  3. In Windows Services Console:
    1. Stop the IIS Admin service
    2. Stop the LaytonServiceDesk service
  4. Open the lsd665_upgrade folder.
  5. Right-click the installer lsd665_upgrade.exe and select Run as administrator. This will avoid permission issues.
  6. In Windows Services Console, start the IIS Admin and LaytonServiceDesk services.

New Features

# Title Description
66534 New, Auto-Populating End User System Fields A number of additional system fields have been added to the End User table, which will update automatically when the End User field is populated on the Analyst Request form.
66640 Required Field Not Listed in Save Error Dialog The confusing message You must enter a value in the box, which appeared when the Request form was saved without filling in a required field, has been modified. The issue was a missing caption, required to tell you which field, and it wasn't obvious that a caption was missing. See Form Design for more details.
66564 Tasks Filtering A filter menu has been added to the default Global Task List View so that the list can be filtered, in the same way that can be done in Request, Problem and Change List Views. On upgrade, this new List View will be copied to all Analysts, replacing any older or custom List View configuration.
66681 New Notification: Request has changed status (Notify Request Owner) This notification is designed to notify the Analyst who owns the Request (as distinguished from the assigned Analyst) of various configurable status changes.

Bug Fixes

# Title Description
66053 Analysts Not Excluded When Analyst Group Selected With Show Only Analyst Within Group enabled in Administration > Company Structure > Manage Analyst Group > GROUP > Settings > Access Restrictions, Analysts were not being excluded from the Analyst-selection dialog on the Request form.
66163 Statistics Report: All Requests First Resolution Times Out This report has been optimized to prevent a time out, which caused no data to be displayed.
66339 Bug When Cancelling Spawned Request If a Spawn Request form was opened, then cancelled, opening any existing Request would present a blank Request form.
66594 Remove Backup Function Interface for defunct, confusing feature has been removed and the Database Connection page has been redesigned to make it clear that the information is read-only. Database connection settings are made in the DBTool application. Use Microsoft SQL Server Management Studio to back up your database.
66597 Upgrading: Cannot Drop dbo.DropFKByTable Procedure Some users were unable to update their database due to a permissions error caused by some stored procedures being associated with the wrong schema. This is now checked for and corrected during the upgrade process.
66625 Clear Down Database Utility Deleting Default Closed Periods The Clear Down Database utility was unintentionally deleting Default Closed Periods. These are now preserved.
66635 Analyst Receiving End User Comment Email Body The Analyst was getting the Request has Comment assigned from End User (Notify End User) email body instead of the Request has Comment assigned from End User (Notify Analyst) email body.
66555 Load User Profile Settings on Upgrade and Install Not Set The issue in this article, relating to a security exception, has been resolved.
66660 Direct Link to Request Retains URL, Buttons Initially Missing Two display issues relating to login redirection were resolved:
  • Long URL containing link and Request ID, which is potentially confusing, will revert to standard URL when the Request is closed.
  • The second row of buttons, containing View Requests, etc., was missing.
66663 Linking Request to Existing Problem Not Logged in History If an Analyst linked a Request to an existing Problem or Change, this was not recorded in the Request's history.

Released 2016-10-11

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