Layton ServiceDesk - Release Notes - Version 6.8.4

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Layton ServiceDesk 6.8.4 is a update patch release of the product. Both update and full installers are available.

Determining the Currently Installed Version

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

Earliest Version that Can Be Updated to 6.8.4

You must be using ServiceDesk 6.2.0 or later before you can update to the latest version. If you are using an earlier version please update by downloading v6.2.0 from the Update ➤ Layton ServiceDesk menu in the Client Support Portal before attempting to update to the latest version.

.NET 4 Requirement introduced the need for .NET 4. If you are currently running a version prior to, it will need to be installed. Instructions are given below.

Test Installation

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

Obtaining the Update

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

Obtaining the Full Installer

The full installer is the currently available trial version, which can be downloaded from here. Please log in to the Client Support Portal to obtain your license details to register the application after installation.


IIS Manager Modifications

  1. Install Microsoft Visual C++ 2005 SP1 Redistributable Package (x64).
  2. Restart.
  3. In IIS Manager, change IIS > DefaultAppPool > Enable 32-Bit Applications to True.

Updating from a Version Earlier than

Install Microsoft .NET Framework 4.5

  1. If you are updating from a version earlier than, 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.

    Lsd 6702 net4 config 02.png

  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.

    Lsd 6702 net4 config 01.png

  8. Close Internet Information Services (IIS) Manager.
  9. Continue in the next section, Updating from a Version Later than

Updating from a Version Later than

Layton ServiceDesk

Do not uninstall Layton ServiceDesk prior to updating.

  1. Extract the LSD Update 6.8.4 folder from the archive to the root of an attached, local drive.
  2. Back up your database.
  3. If your server is virtual, snapshot the server.
  4. In Windows Services Console, stop the following services:
    • IIS Admin Service
    • LaytonServiceDesk
    • World Wide Web Publishing Service.
  5. 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.
  6. Open the LSD Update 6.8.4 folder.
  7. Right-click the shortcut Right-Click and Run as Administrator 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.
  8. In Windows Services Console, start the above services.
  9. Re-enable anti-virus software, if applicable.

Full Installation

New Installation

If you are installing for the first time, refer to System Requirements and follow the links at the right bottom of each related article.

Clean Reinstallation

If you are doing a Clean Reinstallation, follow the Clean Reinstallation procedure.

Database Update

It is possible to update just the database using a SQL Server script.


  1. Download the 6.8.4 Update Script.
  2. In Management Studio, back up your database.
  3. Run the script on the database.

Bug Fixes

# Title Description
67866 LDAP: OU Checked, But New Users Not Checked When checking an OU in the LDAP Import End User Filter, the expectation is that the accounts within that OU will always apply. If new accounts were added to the OU in Active Directory, Layton ServiceDesk was not importing them, because it was erroneously expecting the administrator to manually check the new accounts in the filter. Now, when an OU is checked, the contents of that OU are always included.
68054 Display Bug on Request Form: Gray Bar A new gray bar was erroneously introduced to the Analyst Request form. This was not present in earlier versions. Form elements like the Save and Close buttons appeared over the bar. This bar was removed.
68100 Broken Page on Updating Customised Request Form With a large number of user-defined fields added to the Analyst Request form, adding information and saving the form generated a broken web page with a System.Web.HttpException: Failed to load viewstate error. This has been resolved.
68228 DBTool Not Installing Updated Database When attempting to access Administration pages, a Cannot find table 0 error was seen. It was discovered that when creating a new database using the Layton ServiceDesk Database Tool (DBTool.exe), the latest SQL Server update script was not included, so some columns referenced by the code were not present, and caused the issue. The latest code and SQL Server script used by DBTool.exe has been updated.
68229 Redundant Config File Created on Installation When the application was installed using the full installer, a copy of config.xml, called Copy of config.xml, appeared in the Program Files folder. This was unnecessary and confusing and the full installer no longer does this. The update installer removes the redundant copy.
68238 Missing File: LibChgType.aspx If installed using the 6.8.3 full installer, a broken page resulted from going to Administration > Libraries > Change Types:
   The resource cannot be found. 
   Requested URL: /LaytonServiceDesk/LibChgType.aspx

The LibChgType.aspx file was erroneously missing from the full installer. This has been corrected, and now installs this file. The update copies it into the Program Files folder.

68245 New 6.8.3 Database Has Old Priority Form Design The Priority settings form was updated in 6.6.6. This is what it is supposed to look like. When creating a new database using DBTool, the installation script was writing the wrong Priority form design to the database. The database-creation process now creates the correct form design.

Note: This update installer does not update the existing Priority form, in case it was modified by users. If you want to reset your Priority form to the new standard design, you can download this SQL Server script and execute it in Management Studio.
68265 Can't Save Analyst Assignment in Priority When the Priority fields related to escalation and assignment were populated with an Analyst, on save, the values in these fields were not saved. This has been resolved.
68344 Tab Display Issue When Comment Contains Malformed HTML With specific HTML formatting in the Problem Desc field, that field would appear blank and the tabs on the top of the Problem Desc field would disappear. This has been resolved.
68365 Remove LSDLICENSE - Copy.rtf from Installers In a previous version, a copy of LSDLICENSE.rtf, called LSDLICENSE - Copy.rtf, was erroneously included in the update folder and was copied to the Program Files folder. This was unnecessary and confusing and the update folder no longer contains this. This update installer removes the redundant copy. The full installer no longer contains the copy.
68387 Multiple Copies of Comments Created By Clicking the Save Button More than Once If the Analyst opened a Comment form, filled it out, then clicked the Save button more than once, it would create that many Comments, generating as many Request has Comment assigned from Analyst (Notify End User) notifications as there were Comments. This has been resolved, so only one click of the Save button is registered.


# Title Description
68360 Simplified Folder Structure with New Shortcut to Installer Previous update installer folders presented all the associated files and folders along with the update installer, lsdXXX_upgrade.exe, in one folder. To make it easier to work with, these files are now collected in a folder called Files, within the update folder. A shortcut to the update installer, called Right-Click and Run as Administrator, abolishes the need to search for the update installer, and is named to remind that it needs to be run as administrator. Similarly, the full-version folder also has this structure.

Released 2020-09-10

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