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.

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.

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.

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
66516 Solution Pane Not Populated After Template Application
66532 Solution Saved, Search Not Performed When Enter Key Pressed
66537 New Identity Seed for Request ID
66543 .msg Attachments Emailed in Are Broken
66574 Purging Test Data
66577 Manage Departments Bug
66590 Increase Character Count for Email Keywords
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