Layton ServiceDesk - Release Notes - Version 6.5.7

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Overview

ServiceDesk v6.5.7 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.

Obtaining the Update

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

Procedure

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

1. Extract the lsd657_upgrade folder from the archive
2. Back up your database
3. Stop the IIS Admin service
4. Stop the LaytonServiceDesk service
5. Run the upgrade installer lsd657_upgrade.exe inside the lsd657_upgrade folder. We recommend that you right-click the installer and select Run as administrator to avoid permission issues.

New Features

#	Title	Description
217	Add Search to Manage Site Add Site Filter to Top of Manage End User List View	You can now search for Sites on the Manage Site page. You can now filter on Site.
218	Apply Bulk Actions to Selected End Users	You can now select a number of End Users and change the Company and Site for all of them in one action.
220	Specify the Default Analyst to Be Used for Automatic Closure of Requests	You can specify which Analyst you want to be assigned when a Request is automatically closed. For example, you could set this to admin rather than the assigned Analyst, because that Analyst did not close the Request.

Bug Fixes

#	Title	Description
300	Broken Incoming Mail Icon	When the number of incoming emails in the queue exceeded 50, the icon was broken. Now it will display a 50+ badge to indicate more than 50 emails are in the queue.
302	Priority Menu Not Sorted Correctly	List of Priorities was being sorted by description, not title.
338	Change Approvers Do Not Appear in the Change History	When adding a CAB member or CAB group to a Change, this did not appear in the history.
342	Column (No Company) in Report	In the Request Statistics by Company report, a number of Requests appeared against the Company (No Company), despite the associated End Users having an assigned Company.
343	Clicking Group Queue Yields No Results	If a Group name had an ampersand & in the name, clicking the number of Unassigned Requests on the Group Queues page would give an empty list. The problem was because of the ampersand.
344	Cannot Set Second Task to "Complete" After Enabling Request Class Option "Close Request When Tasks Complete"	There is an option in the Properties for a Request Class, Close Request When Tasks Complete, that is intended to close a Request once all Tasks have been marked as complete. This bug prevented the second Task from being marked as Complete, causing a broken page.
347	admin.sys_admin_value Column Length too Short, Causing PDF Reports Not to Be Saved	The length of a column in the admin table was too short, truncating the path used in saving a PDF, thus it wasn't being saved.
349	Custom Report Not Returning Analyst Details	Adding user.sys_forename, user_surname and user-defined fields to a custom report did not return any data for those columns.
354	Setting to Disable Analyst Groups is Broken	Disabling an Analyst Group in Manage Analyst Groups did not prevent it from appearing in Analyst Group selection dialogs.
362	Where Companies Have the Same Site Name, End User Site Changes to First Company/Site Combination	If both Company A and Company B have a Site called Site, and the End User is assigned to Company B/Site, Company A/Site will be written to the End User record instead.
364	Setting Request Assignment to Take Only Prevents Analysts from Specifying Assigned To Search Criterion	Analysts who had Request Assignment set to Take Only were unable to enter an Analyst into the Assigned To field in the Search Requests page.
366	After Manually Converting Email to Request, Unable to Convert Subsequent Emails	Some users found that after upgrading to 6.5.3, they could only convert one email unless they closed the browser and logged in again.
372	Block Survey Option Not Blocking Surveys	Despite the Block Survey option being enabled in an End User's Properties, they received surveys.
1379	404 Error When Opening End User Attachment from Analyst Request Form	An End User would attach a file and the page would break when an Analyst tried to open it.
1380	Imported Flat File Not Showing Enough Information	Improved error reporting in Import End User .CSV .TXT feature.
1381	Information from Parent Request Not Copied to Spawned Request	When a spawned Request was created, information in the various fields was not being copied from the source Request.
1383	Read-Only Fields Only Appear After Saving Request	Any of the following fields added to the Analyst Request form as read-only fields will now be populated as soon as an End User is selected: euser.sys_surname euser.sys_forename euser.sys_eclient_id (Department) euser.sys_phone euser.sys_email