Layton ServiceDesk - Release Notes - Version 6.7.0.2

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Overview

ServiceDesk v6.7.0.2 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.

.NET 4 Upgrade

This version introduces the need for .NET 4, which will have to be installed prior to upgrade. Instructions are given below.

Impacted First-Launch Time

This version introduces a number of new files that will replace existing files, and while this operation is done, you will notice a slower launch time for the first time after installation. This is a one-time operation that will not lengthen future launches.

Update

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.

Procedure

Microsoft .NET Framework 4.5

1. Install Microsoft .NET Framework 4.5.
2. Launch Internet Information Services (IIS) Manager.
3. In the Connections pane on the left-hand side, click the server name.
4. In the Actions pane on the right-hand side, click Change .NET Framework Version.
5. Change the .NET Framework Version to v4.0.30319 and click the OK button.
   

   
   

6. In the center panel, double-click ISAPI and CGI Restrictions.
7. There are two items with the description ASP.NET v4.0.30319. Right-click each and select Allow.
   

   
   

8. Close Internet Information Services (IIS) Manager.

Layton ServiceDesk

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

1. Extract the lsd6702_upgrade folder from the archive to the root of an attached, local drive.
2. Back up your database
3. In Windows Services Console, stop the following services:
   • IIS Admin Service
   • LaytonServiceDesk
   • World Wide Web Publishing Service.
4. Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
5. Open the lsd6702_upgrade folder.
6. Right-click the installer lsd6702_upgrade.exe and select Run as administrator. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
7. In Windows Services Console, start the above services.
8. Enable anti-virus software, if applicable.

Enhancements

#	Title	Description
66982	Upgrade TLS Support	Added support for TLS 1.1 and 1.2.
66982	Additional Log Entries for Incoming Email Testing	Initiation of an incoming email test will add additional entries to the log to document the process.

Bug Fixes

#	Title	Description
67115	IMAP Rebex issue	In 6.7.0.1, to address compatibility with mail servers that require TLS, we introduced a component called Rebex. This caused issues when it ceased to operate after a period of time. This component has been removed and replaced.
67274	Request has Comment assigned from Analyst (Notify End User) Notification Not Sent	Resolved a bug that prevented the Request has Comment assigned from Analyst (Notify End User) notification from being sent if Default Comment Status was set to Private and the Analyst changed the Public/Private setting on the Edit Comment page to Public at the time of creating the Comment. Conversely, if Default Comment Status was set to Public, the notification was being sent. This behavior is preserved.

Released 2017-10-11