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List of known and fixed issues in ServiceDesk 8.1 and its Release Updates.

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Article ID: 173429

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Updated On:

Products

ServiceDesk

Issue/Introduction

List of known and fixed issues in ServiceDesk 8.1 and its Release Updates. This is not a new information, the information is gathered into a single place from individual Release Update Release Notes.

Resolution

ServiceDesk 8.1

What's new in ServiceDesk:

  1. Added Software request process. From this release onwards, you can create Software delivery requests, manage these requests and deliver software to the client computers using computer filters.
  2. Background processing enabled status. In the Workflow install review page a row is added to indicate if the background processing was enabled for an instance.
  3. User Interface improved. The Forms Themes are updated to match the New ProcessManager format.
  4. TECH240123. Removed Pervasive.Data.SqlClient.dll from Workflow. From this release onwards, the Pervasive.Data.SqlClient.dll is removed from the Workflow solution.

Fixed issues:

  1. When you try to put an incident on hold after you edit the incident, the incident breaks.
  2. TECH212326. Changing the ticket status from Resolved to Closed in IM fails when IncidentTicket datatype is extended.
  3. Some Delegated Planning tasks do not close when a Change Plan is Approved.
  4. A response email body is added to a ticket only after the attachments are added properly.
  5. When attachments fail to attach to an email, the notification is displayed before the mail is deleted.
  6. The resolution, SLA does not update when you change the priority using the Work Incident link on an Incident.
  7. 7. The forms in SD.ChangeManagementsimple.RelatedProcesses need to be externalized.
  8. Edit Incident does not save the modified status (Assigned) properly into IMIncidentTicket.
  9. The AssetViewProject is not able to handle if CMDB resources deleted. An error message is displayed.
  10. From this release onwards, the Incident, Change and Problems are locked.
  11. Setting priority with Impact/Urgency matrix in problem feeder does not work.
  12. An error is displayed when you assign a Group to the Implementer in the SD.ChangeManagement.Templatemanagement.
  13. Cannot put an incident on hold in default ServiceDesk installation if the Reasons field is empty.
  14. Permissions are not added to the Incident Owner before you open the main Incident Work/Resolution task.
  15. Cannot open the resolution confirmation form after you resolve an Incident.
  16. After the Workflow component times out, the following is stated in the Process History, but the task is not created: The ServiceDesk Managers will be added to this task.
  17. The Software Request window does not open properly.
  18. Incorrect date and time are displayed in the PauseDelivery Authorization Task option in the
  19. The rule to check if an Incident is in specific queue displays an error when the Assigned Queue is not set on the incident.
  20. Change Request page displays the attached file size in KB whereas, the file size is in bytes.

Known issues:

  1. ServiceDesk Installer upgrade option that offers All Settings to be left intact, does not keep the settings intact
  2. TECH230728: On the Reports > Service and Asset Management > Servicedesk > Find Servicedesk Changes For Asset page the URL listed in the URLtoChange column does not open a web page. Workaround: Manually copy the URL and paste it in a new browser window.
  3. Characters or symbols such as apostrophe, which are included in the text that is submitted through ServiceDesk forms are displayed as html-encoded in the Process View page, and in any subsequent form control where the Remove HTML option is not selected. In the latter case, an application error can occur because HTML that is detected in a form raises a security-related exception in the workflow engine when the form is submitted.
  4. When a change is rejected, the CabApprovalStatus remains as Pending (Fixed in RU1).
  5. There is no option to add or modify a Business Service association with a Change or an Incident (Added in RU3).
  6. While upgrading to ServiceDesk 8.0 HF3, the Symantec.ServiceDesk.Licensing.dll is not updated (Fixed in RU6).
  7. The status of an incident on hold is displayed in localized language.
  8. Problem Management extended data breaks the ruleset components in SD.ProblemManagement.
  9. Changes made to a Service Queue are displayed in the Active Service Queues page even when the Edit Incident Queue page is closed.
  10. An application error occurs when you click the back option of the Software Request form.
  11. IM stays at 80% resolved status after the confirm task for several minutes.
  12. An exception occurs while modifying an Incident using Work incident or Resolve incident or Edit incident if the Incident title is too long (Fixed in RU1).
  13. While creating a change ticket, incorrect page titles are displayed for Change Management.
  14. When a group is added or modified in the portal, it cannot be added to a Service Queue before cache times out.
  15. The ServiceDesk Reset Password fails while getting user details.
  16. While using the Remove Problem Smart task, following text is displayed: You can edit or replace this file in the project directory.

ServiceDesk 8.1 RU1

What's new in ServiceDesk:

  1. Updated the theme of all the forms. The Themes of all the forms is now updated to match the new Process Manager format.

Fixed issues:

  1. Permission is not added to the Incident Owner till the Main Incident or Work/Resolution task.
  2. When you classify the ServiceDesk 7.6 EM tickets that are created through emails, the Close option of the Thank You window does not work.
  3. If the characters of the Incident Title field of the Work/Resolve Incident or Edit Incident exceeds 100, an exception occurs.
  4. If a change request is rejected, the CabApprovalStatus remains Pending.
  5. Sometimes, when you use a Dialog Workflow component for task management, a ticket creates 2 tasks.
  6. Localized status is displayed after you move a ticket out of the Hold state.

Known issues:

  1. TECH230728: On the Reports > Service and Asset Management > Servicedesk > Find Servicedesk Changes For Asset page the URL listed in the URLtoChange column does not open a web page. Workaround: Manually copy the URL and paste it in a new browser window.
  2. Characters or symbols such as apostrophe, which are included in the text that is submitted through ServiceDesk forms are displayed as html-encoded in the Process View page, and in any subsequent form control where the Remove HTML option is not selected. In the latter case, an application error can occur because HTML that is detected in a form raises a security-related exception in the workflow engine when the form is submitted.

ServiceDesk 8.1 RU2

Fixed issues:

  1. Problem Management page has overlapping text and controls on the Remove Problem page.
  2. If a change request is rejected, the CabApprovalStatus remains Pending.
  3. If a change approver approves a change after the vote is initiated and before the vote is cast, the CabApprovalStatus is displayed as ApprovedByVote.
  4. For Work/Resolve Incident form, the configured error message for If complete classification is required is not localized.
  5. Some Manage Incident Service Queue forms display the text Page Title.
  6. Inconsistent permissions on ServiceDesk report categories.

Known issues:

Same as 8.1 RU1

ServiceDesk 8.1 RU3

What's new in ServiceDesk:

  1. Option to edit Business Services Process Association is added. From this release onwards, you can Add and Remove a Business Services Process Associations with a ServiceDesk Incident.

Fixed issues:

  1. Server Time is not displayed on the Technician Feeder Form.
  2. The Phone and the Address details that are displayed in the Submit Incident (Advanced) form differs from the information that is displayed in an Incident.
  3. The Edit Incident page does not open in localized languages and displays an error.
  4. Cannot open the AssetViewProject.
  5. The Clear existing assignments option did not clear the service queue from an incident.
  6. You can no longer work on the incidents that are in hold state after you repair an incident that includes Drop and create modified calendars.
  7. The Search user sub-dialog form has a different theme than other ServiceDesk forms.

Known issues:

Same as 8.1 RU1

ServiceDesk 8.1 RU4

What's new in ServiceDesk:

  1. Improved Email monitor processes. Performance of the Email monitor processes is now faster.

Fixed issues:

  1. The Phone and Address displayed in the Submit Incident (Advanced) form differs from what is displayed in the Incident when Check if User Exists Using Email Address is selected.
  2. After you upgrade ServiceDesk to 8.1 version, following issues are observed when tickets are removed from hold in the Incident Management:
    - The sub tasks assigned to the service queue are not reassigned coming off hold.
    - Sub tasks are not recreated when the tickets come off hold from 7.6 and 8.0.
  3. The SD.IncidentManagementSimple.EndUserRequest form does not allow to a 3MB attachment limit and should have new CSS theme.
  4. When you create an incident, the TaskCreated Data Event is triggered even before the Incident and task data are saved.

Known issues:

Same as 8.1 RU1

ServiceDesk 8.1 RU5

Fixed issues:

  1. EM-ticket does not get the status Classify Email Message when it reaches the Email received Decisions Required dialog box.
  2. The Change Management Email template variables do not display accurate times.
  3. If an EM ticket fails before dialog, no message is sent to the Incident when the EM ticket gets closed.

Known issues:

Same as 8.1 RU1

ServiceDesk 8.1 RU6

What's new in ServiceDesk:

  1. New Installation readiness check. A new installation readiness check is added to ensure that ServiceDesk is not installed on the Notification Server computer.

Fixed issues:

  1. Failed to install ServiceDesk if the Test Connection is not performed during installation.
  2. The form SD.Feeder.TechnicianIncidentForms gets distorted due to the location and the department fields and the following error is displayed:
    The input is not a valid Base-64 string as it contains a non-base 64 character, more than two padding characters, or an illegal character among the padding characters.
  3. If the Change: Implementer Comment field exceeds 254 characters an error is displayed and does not let you close the Change Ticket window.
  4. When you run the default Pause SLA Rule action in OnInboundEmailUnroutable rule set, following error is displayed:
    Value to add was out of range.
  5. Date_Created Value that is stored in ServicedeskProblemManagement table is stored in local server time, instead of the UTC time.
  6. The licensing .dll fails to upgrade during ServiceDesk installation.

Known issues:

Same as 8.1 RU1