Layton ServiceDesk - Release Notes - Version 6.6.3

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ServiceDesk v6.6.3 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.

Known Issues

On launch, you may see this error:

   Description: The application attempted to perform an operation not allowed by the security policy.
   To grant this application the required permission please contact your system administrator or change
   the application's trust level in the configuration file.
   Exception Details: System.Security.SecurityException: Request for the permission of type
   'System.Web.AspNetHostingPermission, System, Version=, Culture=neutral, PublicKeyToken=b77a5c561934e089' failed.

Please refer to this article for the fix.

This will be resolved in a future update.

Upgrade Procedure

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

  1. Extract the lsd663_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 lsd663_upgrade folder.
  5. Right-click the installer lsd663_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
66259 New Business Rule Criterion: X Days After Status Changed A new column, sys_changestatus_date, has been added to the request table. This column stores the date when the status is changed. Using this as a reference point in time, a Business Rule can be configured to perform an operation after a specified number of days have passed since the last status change.

Rules can be created that will, based on this timer, change statuses of tickets. For example, a ticket that is in a status of "Open" can be changed to the status to "Hold" after 2 days.

66454 Email Keyword Enhancements A limitation in the configurable options for the Email Keywords feature has led to a major revision. You can now set any combination of Request Type, Request Class and Request Status to be set on processing a keyword. The Edit Email Keyword dialog has been reorganized for clarity.
66468 Reordering Priorities Priorities can now be arranged manually instead of automatic alphabetical sorting. You no longer have to name your Priorities 01 High, 02 Low, etc., in order for them to appear in the sequence you want in menus. See Setting Priority Order.
66537 Specify New Initial ID Number in Clear Down Database Related to 66574. Major overhaul of the Clear Down Database feature. You can now specify an arbitrary value to be used as the initial ID number (default is 1). The first Request, Problem, Change and Task created after the Clear Down Database procedure will have this ID.
66574 Clear Down Database Enhancements Related to 66537. Major overhaul of the Clear Down Database feature. The feature was originally intended to remove the test data that can be optionally used to populate the database on first installation and deleted all Company Structure data such as Sites, Analysts and End Users, as this was test data. However, as some users may not install the test data and use real Company Structure data to populate their database during a testing phase, the feature no longer deletes this. The Clear Down Database page lists what is deleted by the operation.

Bug Fixes

# Title Description
66405 Error: "Failed to Save" on Request Modification Under certain circumstances, when saving a modified Request, the error Failed to Save would appear.
66422 Email Additional End User on Comment Not Working After adding an additional End User via the Select End User interface, the End User was not saved with the comment, and an email notification was not sent to that additional End User.
66469 Business Rules Not Triggering on User-Defined Criteria User-defined fields used as criteria in Request Business Rules were not triggering.
66516 Solution Pane Not Populated After Template Application If a Request Template included a solution from the Solution Base, when the template was applied, the Solution Description was not copied from the solution to the Request form.
66532 Solution Saved, Search Not Performed When Enter Key Pressed In the Solution Base, if a solution were displayed in the right-hand pane and a search term were entered into the search field at the top of the left-hand navigation pane, then the Enter key was pressed, this was interpreted as "save the currently displayed solution", rather than "initiate search". Now, entering a search term while a solution is loaded will interpret an Enter keystroke as "search".
66543 .msg Attachments Renamed as noname Issue with .msg files, attached to emails that are mailed in to Layton ServiceDesk. These attachments were being saved with the name noname (no extension). These files will now have an extension. In addition to this, because the files had the same name, later files were overwriting older files. Layton ServiceDesk will now rename files if a duplicate file name is processed.
66577 Manage Departments Bug If a Department had an ampersand & in the name, when opening the Department's Properties, blank data would appear. The ampersand character is now correctly handled.
66590 Increase Character Count for Email Keywords The Keyword field in Email Keywords was limited to 50 characters. This has now been increased to 250 characters.
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