Layton ServiceDesk - Release Notes - Version 6.6.8

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ServiceDesk v6.6.8 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.


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

  1. Extract the lsd668_upgrade folder from the archive to the root of an attached, local drive.
  2. Back up your database
  3. In Windows Services Console:
    1. Stop the IIS Admin service
    2. Stop the LaytonServiceDesk service
  4. Open the lsd668_upgrade folder.
  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. Right-click the installer lsd668_upgrade.exe and select Run as administrator. This will avoid permission issues.
  7. In Windows Services Console, start the IIS Admin and LaytonServiceDesk services.
  8. Enable anti-virus software, if applicable.

New Features

# Title Description
66335 Reopen Request When End User Comments on Closed Request
66461 Enable Problem/Change for Specific Analysts In addition to the global Problem and Change setting, which must be enabled for the Problem and Change interface elements to appear, either one can be enabled or disabled on a per-Analyst basis. There are separate settings for Problem Access and Change Access.
66707 Modification to Changed-Status Notifications There is now a new notification, Request is closed (Notify Request Owner), to complete the set of assignees (End User and Analyst Group being the others).

The logic of the menus for Request has changed status (Notify End User) and Request has changed status (Notify Request Owner) has been corrected so that it is not possible to select both (None) and other items.

66794 Change Help Link Like Allow End User Help, this new setting can enable or disable the help button in the toolbar for all Analysts. In addition, the new Custom Link option will reveal a field in which a custom URL, for example, an intranet help site, can be entered.

Bug Fixes

# Title Description
66530 Copy List Views From Default Page Header Malformed The header for the Copy List Views From Default page was not displaying correctly, and the check boxes in the header were missing.
66563 User-Defined Date Field on Task Form Preventing Save If a user-defined field of type DateTime was placed on the Task form, even if it were not set as Field Required, it would prevent the form from closing on save.
66687 Connect Status Change Notifications to Business Rule Action If a Business Rule changed a status, these notifications were not being sent:
66734 End User Password Button Missing A bug prevented the My Password button from appearing in Chrome.
66827 Search Request Broken if a Field from a Table Other than request is Populated By default, all the fields on the Search Request form are from the request table. In this instance, the sys_eusername field from the euser table was added so that Requests can be searched by the assigned End User. Populating this field on the Search Request form would break the page.
66855 Problem/Change Setting Affects Request has changed status (Notify End User) Email Notification Menu A bug prevented the Status menu from appearing for the Request has changed status (Notify End User) email notification if Problem & Change was disabled.

Released 2017-0

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