Layton ServiceDesk - Release Notes - Version 6.6.2

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Overview

ServiceDesk v6.6.2 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.

Test Installation

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

Procedure

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

1. Extract the lsd662_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 lsd662_upgrade.exe inside the lsd662_upgrade folder. We recommend that you right-click the installer and select Run as administrator to avoid permission issues.
6. Start the IIS Admin and LaytonServiceDesk services.

New Features

#	Title	Description
66151	Link Requests Search Option	New option to search for a string in the Summary, a specific Problem or Change ID, or Problem or Change Type when linking Problems and Changes to a Request.
66163	New Statistics Report: All Requests First Resolution	This report appears in Reporting > Statistics. Similar to the IT Incidents First Request Resolution report, which covers the default Request Class only, this new report allows you to include all Request Classes, or filter on a specific one.
66283	Changing Status Via Email	New option in Email Keywords to set a Request Status based on a keyword.
66314	Modify Email Server Settings SSL Label	Label of the SSL setting has been modified to clarify that the checkbox also applies to TLS.

Bug Fixes

#	Title	Description
65293	Chrome: Submenu Does Not Appear	In isolated cases when using the Chrome browser, clicking a button in the top menu (e.g. Reporting) would not update the sub-menu bar below.
66138	Can't Delete Analyst	Improved error handling for deleting Analysts.
66199	Can't Delete Analyst Group	Improved error handling for deleting Analyst Groups. A bug was discovered where no Requests were linked, but a Whiteboard message was. In this case, nothing happened when attempting to delete the Analyst Group. Now an error message will appear to cover this eventuality.
66207	Unable to Delete Empty Analyst Accounts	If an Analyst account had no associations, it could not be deleted.
66264	Internet Explorer 11 Compatibility Issues with Calendar	Issues with Internet Explorer 11 and viewing the Calendar.
66308	Reports Not Including Last Day of Range	Certain reports were not including the last day specified in the range in the results.
66343	Can't Create New Requests After Upgrade to 6.6.1	Under certain circumstances, after upgrading to 6.6.1, Analysts were unable to create new Requests.