Layton ServiceDesk - Release Notes - Version 6.8.5

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Overview

Layton ServiceDesk 6.8.5 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 6.8.5

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

6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, 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.

Prerequisite

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 6.7.0.2

Install Microsoft .NET Framework 4.5

1. If you are updating from a version earlier than 6.7.0.2, 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.
9. Continue in the next section, Updating from a Version Later than 6.7.0.2.

Updating from a Version Later than 6.7.0.2

Layton ServiceDesk

Do not uninstall Layton ServiceDesk prior to updating.

1. Extract the lsd_update_685 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_685 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.

Procedure

1. Download the 6.8.5 Update Script.
2. In Management Studio, back up your database.
3. Run the script on the database.

Bug Fixes

#	Title	Description
67957	Broken Page When Applying Template Containing < > Characters	A template, configured with the < > characters in the Problem Summary and Problem Desc fields, intended to be placeholders that the Analyst would replace, would cause a broken page when applied on a Request form. The parsing of these characters were addressed, so they can now be used. This also resolved a related error, in which the characters were directly entered into those fields on the Request form.
67987	When End User Creates Request, Duration Counted Despite Being in Suspended Status	In a specific scenario, where the Default Status was set to a status of type Suspend, and the End User created a Request in the web interface, time was being counted from the moment the Request was created and appeared in the Duration field on the Request form. This issue did not occur when the Analyst created the Request. This has been resolved.
68390	Broken Link on Register License Key Page	The Get License Key link on the License Information page opened a link that was broken. The destination page has been updated.

Released 2020-11-25