Release Notes. BMC Service Desk Express. Version February 2014

Transcription

1 Release Notes BMC Service Desk Express Version February 2014 BMC Software is releasing version of the BMC Service Desk Express product. These release notes supplement the product documentation and describe enhancements and resolved problems in this version. NOTE Before you install the product, check the Customer Support website at for updated documentation (for example, flashes and technical bulletins); product downloads, patches, and fixes (PTFs); and product availability and compatibility (PAC) data. The following topics are provided: BMC Service Desk Express overview (page 2) What's new and modified (page 2) Corrected issues (page 2) Known issues (page 22) Firefox and Chrome support for nonadministrator users (page 32) Supported software (page 42) Installation information (page 48) Related information (page 52) Support information (page 54) *450615*

2 BMC Service Desk Express overview BMC Service Desk Express overview BMC Service Desk Express is a customizable, web-based application with an easyto-use interface that suits the service needs of many departments. The workflow software reduces operational expenses, and graphical reports display the data required to meet your business needs. You can create, assign, query, and track incidents and work orders and associate them with reported problems. You can generate notifications and reports. You can define and maintain the rules that allow the system to enforce and support your day-to-day business processes. BMC Service Desk Express provides self service capabilities and the ability to create a knowledge base to reduce call volume. Customizable forms, navigation bars, pop-up windows, and print previews provide greater flexibility and optimize information gathering. Inventory tracking enables you to efficiently manage both people and assets at an organizational level. With this release, BMC continues to invest in solutions for mid-sized businesses, developing innovative new features, simplifying the user interface, and implementing new enhancements requested by customers. What's new and modified BMC Service Desk Express has been enhanced with the following newly added support: You can customize the sort order of the Details section. Google Chrome Internet Explorer 11.0 (compatibility mode only) Mozilla Firefox 26.0 Mobile app support for ios Corrected issues This section describes the issues that were corrected after the BMC Service Desk Express 10.2 release. Release (page 3) Release (page 7) Release (page 9) Release (page 12) 2 Release Notes

3 Corrected issues Release The following table lists the problems that were reported earlier and are corrected in version Table 1: Issues corrected in BMC Service Desk Express (Sheet 1 of 4) Defect Cases Description , , In Self Service Help Desk, the Dynamic Form transformation feature for CSBR did not work as expected , In a custom Incident form, if the Description and Resolution fields were configured in different tabs, the Knowledge search did not work correctly. This issue occurred only if you added the Knowledge Search button after you installed the KME , In the Incident form, if you linked the SLA from the SLA pop-up window instead of the SLA ID list, the Urgency field was blank when the record was saved , On the Integration Console tab, if you imported a package that contained a MAC ID and updated the inventory characteristics, duplicate records were created in the database , SCOM created a new incident detail record each time an alert was sent , , , If a staff member was renamed in BMC Service Desk Express, the staff member could not log on again because the server logon was not updated in the SQL , If clients were imported using an integration engine, when you closed an incident, although a Business Rule (BR) to notify clients was associated to incidents, the linked clients did not receive the closure notification When you tried to import a WSDL file in Web Services Manager, you received the following error message: Error importing WSDL. Please verify the WSDL that you have provided Although you did not make any changes, when you tried to close the Incident Monitor tab, you received the following error message: Data has changed. If you continue, you will lose your changes In the Configuration Item form, if you searched for a CI type by using the Search by field, the Asset Tag and Version fields were dimmed. However, after you saved the form or assigned the record to a user, those fields were available For an message, if you deleted the attachment, an empty attachment was added You could edit the validated fields for a closed incident In the Actions Details section of a Business Rule, if you used an expression builder to select a value for the validated fields and saved the record, the field values were blank when you reopened business rule When you used a Client Side Business Rule (CSBR) to enter the values for a Boolean field in a custom tab section, after you saved the CSBR, the code disappeared or the whole action line was removed. BMC Service Desk Express

4 Corrected issues Table 1: Issues corrected in BMC Service Desk Express (Sheet 2 of 4) Defect Cases Description Although a CSBR that populated the CC field for an conversation was associated to the form, the CC field was blank when the CSBR was triggered. Also, when you tried use the CC field list to add the address, you received the following error message: An error has occurred in the Script on this page , If you had multiple tabs open and you logged off from BMC Service Desk Express, an extra window opened with the logon screen In Internet Explorer 8.0, if you added the Self Service logon link to Favorites and tried to open it, you received the following error message: HTTP 500 internal server error If any of the parameters contained a percent character %, the reports were shown incorrectly The Export Quick View button was unavailable for the lightweight group, although the Show Export Quick View Results button was enabled for lightweight groups Running the Vulnerability scan exposed various vulnerabilities If you used the CAN report for an incident, the Print Preview pop-up window showed the incorrect incident number , You could not sort the fields from descending to ascending order in the Incident and Work Order Details section If the attached file for an incident was in a different network, you could not view the attachment and received the following error message: The address is not valid In the Show Detail section of the Configuration Item form, if you linked a work order, the work order window closed automatically when you saved the record. Note: You must add the CSF_NOT_CLOSE_DETAIL_ON_SAVE CSF flag, set to 1, to resolve this issue If you used BMC Service Desk Express in Hebrew, when you added a custom validated field and made it the default field on a form, you could not store a default value for that field , , Note: To resolve the issue, you must set the value of the CSF_Pick_Validated_Default_Value flag to 1. If you were using BMC Service Desk Express in the Internet Explorer browser and pressed F5, you were logged off from the application and all the tabs were closed For a Business Rule, in the notification that was sent to the client, the HTML code of the body did not contain any carriage return The knowledge search functionality for Incident Management did not show results for work orders. Note: You must set the value of CSF_KBSearchMaxResultsByModule flag to 1 to resolve the issue , If you used BMC Service Desk Express in German language, when you tried to use the knowledge index, you received the following error message: (11001) Index creation failed. Check permissions on the index directory. 4 Release Notes

5 Corrected issues Table 1: Issues corrected in BMC Service Desk Express (Sheet 3 of 4) Defect Cases Description If a tab name contained an apostrophe, you could not add a record in the Details section of an incident. The + option appeared dimmed In a purchase order, if you changed the quantity for an item and saved the record, the unit price and the total amount were shown as If an incident record had more than one attachment, you could not open the second attachment by using the More Actions button If you added a work order to an incident, you had to manually refresh the incident record to see the work order number In the Self Service Help Desk, if you created and submitted a ticket, the data on form remained open after you submitted the ticket, and the form did not return to Grid view You could not assign a record to a staff user by using the Assign To button before saving the record as the field assigned for 'to_group' was NULL Not all of the survey questions were mandatory, because the CSF_All_Survey_Question_Mandatory flag was not applied. Note: You must set the value of CSF_All_Survey_Question_Mandatory flag to 1 to resolve the issue If you used Self Service in a Chrome or Firefox browser, you could not add phone number with place holders (or example, underscores [_], quotation marks ["], or hyphen [-]) in a formatted field In the APM databases, Recalculate Due Date from Current Date on reopening incidents where Stop Clock had been invoked before Close was not working correctly. After you selected the check box, it was automatically cleared If the QuickView contained the conditions "Between" and "AND/OR," although you cleared only the check box for the second condition, the check box for the first condition was also cleared On the Settings for Integration tab of the Application Administration module, from the Integration Settings for list, if you selected Microsoft SCCM/SMS, the URL did not change to the new SCCM format , , After you upgraded to BMC Service Desk Express , in an Incident form, if you selected a category that contained a standard description, you received the following error message: Invalid object name 'SYSTEM ADMINISTRATION.Standard Resolutions If a Problem form contained multiple tabs and each tab contained a date-type field, when you clicked the Next button multiple times and made changes to the record, the record was not saved and you received the following error message: Undefined is null or not an object In Self Service settings, if the Return to record listing after submit check box was selected, when you submitted an incident, you were logged off from Self Service , , An incorrect date was shown in a custom date field in the Incident form for United Kingdom time-zone users. BMC Service Desk Express

6 Corrected issues Table 1: Issues corrected in BMC Service Desk Express (Sheet 4 of 4) Defect Cases Description In a purchase request form with multiple records, if you navigated to the next record, although no data was changed, you received the following error message: (10047) Data has changed. If you continue, you will lose your changes If you used BMC Service Desk Express in Korean, the time shown for the Date and Time field in the Incident Details section was incorrect. The time was shown in A.M. instead of P.M , If a custom Incident form contained Boolean fields and was associated to a CSBR (populate to action), when the Client ID field value was changed, multiple Client ID pop-up windows opened You had to restart the job queue because the customer business rule caused the job queue to run behind by 10 or more minutes The integration package ran twice and created duplicate records You received an error if you performed one of the following actions for an incident or a work order record: Insert Update Close Assign To The following error message appeared: Unable to cast COM object of type System. ComObject to interface type NAMMETADTALib.IMSysProps " , , , , After you upgraded the Apple iphone, ipad, and ipod touch devices to ios7, the BMC Service Desk Express application did not work correctly In a custom Incident form that contained two foreign key fields associated with the Client module, if you updated either of those fields, the Department field that was associated with that particular field was not populated , The export from a QuickView to a.csv file did not work correctly if the data contained one or more carriage return characters. For every carriage return character, a new line was created in the.csv file The scroll bar was unavailable in the custom Search Incident form. 6 Release Notes

7 Corrected issues Release The following table lists the problems that were reported earlier and are corrected in version Table 2: Issues corrected in BMC Service Desk Express (Sheet 1 of 3) Defect Cases Description Some incident records were locked even though the Incident and Incident Details check boxes were not selected in the Lock Configuration settings , In a change request form. when a Business Rule was executed for a change status, in the change detail description only Change status Changed text was included. It did not contain the new status name In a custom form, the height and the position of the form changed every time you saved the form If CSBR or an internal notification contained a Chinese character, then the characters were replaced with a question mark (?) in the notification message When you used Web Services to create an incident record, the BR associated with the Web Services was not triggered and the incident was not created In the Incident forms, the Incidents & External Documents radio button was available by default for the Knowledge Search functionality , , , , , , After you upgraded to BMC Service Desk Express , if you were logged on to the application and opened any form that had associated CSBRs with attached DB lookups, then after some time you received an out-of-memory error message , In a Work Order form, if you tried to set the End Date as more than 12 months from the current date, then you received the following error message: [Microsoft][ODBC SQL Server Driver][SQL Server]Arithmetic overflow error converting expression to data type int , When you closed a change request by closing the browser window instead of using the Actions menu, you received a warning message in the application logs If you were logged in to BMC Service Desk Express, you did not receive notifications that pop-ups were blocked, even though the pop-up blocker was enabled on your browser If a Client ID had no associated incidents, the data in the Notepad field in the Request Tab of the Incident Monitor was deleted Work order were not created if you applied an Incident Template on the child incident records When you saved an incident record after changing the assigned staff, the Due Date field was not updated as the staff member s work schedule, although you had selected the Adjust due date based on the assigned staff member's schedule check box while creating the Priority When you saved a Whiteboard, the descriptions of the incidents that were associated with the Whiteboard were appended even though the Whiteboard description was not changed. BMC Service Desk Express

8 Corrected issues Table 2: Issues corrected in BMC Service Desk Express (Sheet 2 of 3) Defect Cases Description When you reopen a closed problem, the incidents linked to the problem were also re-opened. Note: You must set the value of CSF_Do_Not_Reopen_Incident_Attached_With_Problem_Data flag to 1 to resolve the issue When you opened a form from the navigator bar or from a QuickView, the form opened in a new tab instead of a new window After you migrated the Alignability Process Model to , the Already Viewed by Problem Management check box was unavailable after the service request was closed In the Whiteboard form, when you entered a value in the Incident Description field and pressed the Enter key, you received the following error message: No Records Found In the Schedule tab of a BR manager form, if you had set the value in the Repeat Interval field to 0 hours and 30 minutes, the time changed to 1 hour and -30 minutes when you reopened the BR , When you used a CSBR to change the staff assignment of an incident and you started typing a note in the Incident Details window, the cursor lost its place and you had to manually click the Note field to continue typing When a CSBR was fired on populate form action, all selected Boolean fields in the inactive tab, were cleared The Knowledge Search functionality was not working as expected. Note: You must add the CSF_EscapeKBSearchOracleTopQuery flag to activate this functionality When you added a Standard CI Assembly to a new CI Assembly, you received the following error message: object does not support this property or method in Script PR_PI_SCQty.aspx When a CSBR contained conditions that were dependent on the Role feature, the out-of-the-box form transformation feature did not work correctly In the Purchase form, if you tried to save a received purchase item, you received the following error message: Input String was not in a correct format In the Incident form, when you opened the Category pop-up window, the parent and child categories were displayed in the linear form instead of the tree view. Note: For more information, see the following KB article: viewdoc.jsp?remedy=1&doc=25740&user=self%20help In Self Service, you could add an attachment to a closed incident record A CSBR that contained a condition to compare an Integer field with NULL also evaluated to true even if the Integer field contained a value of zero In CMDB, when you used a custom button to assign a specific CI assembly to a Configuration Item (CI), a new tab opened with a different CI Assembly instead of updating the selected CI. 8 Release Notes

9 Corrected issues Table 2: Issues corrected in BMC Service Desk Express (Sheet 3 of 3) Defect Cases Description A CSBR that contained a MATH statement to check the value of the text fields did not work correctly because the returned data contained a DATE value instead of the expected result When you logged on as a staff user and navigated to the Dashboard/QuickView tab, you received the following error message: Server Error in /SDE Application: Input String Was not in a Correct Format 68329, , When you started creating a full index in Knowledge Search Settings, the indexing process was not completed as expected In Self Service, if you had nine active Status IDs and you converted the Status ID field to a picklist field, then when you hovered over the Status ID field, the field got corrupted and you could not select any of options If you changed any value in the Integration Console, the changes were not applied after you saved the record If the BMC Service Desk Express was used in the German Language, the CSBRs did not work as expected for display message action, with the OK/CANCEL option If you used BMC Service Desk Express in the Mozilla Firefox browser and you clicked the customized pop-up buttons in any forms, you received the following error message: This option/functionality is available only on Internet Explorer After you upgraded to BMC Service Desk Express , if you used a Client ID with an associated department to create a new incident record, the department value did not populate in the Incident form. Release The following table lists the problems that were reported earlier and were corrected in version Table 3: Issues corrected in BMC Service Desk Express (Sheet 1 of 4) Defect Cases Description , 94718, In Self Service, the values of virtual fields on the Incident form were not displayed unless you clicked Submit When you made Category Description field flat view and nonscrollable, the scrollable pop-up window appeared regardless of the settings you chose The system worked slowly when you used the Crystal Reports viewer for Java to generate and print the reports for a small Date range If a group name contained the character =, in the Custom or Caned report the group name was truncated and a sting character was displayed before = character An attachment was added to an incident message even though the attachment file size exceeded the default limit of 1500 KB. BMC Service Desk Express

10 Corrected issues Table 3: Issues corrected in BMC Service Desk Express (Sheet 2 of 4) Defect Cases Description When you used the push service to view the Incident monitor it was displayed with fields missing and you received the following error message: object required document.all(...) The Password or Self Service Password fields were not present in the Tool Bar for Self Service Customization Wizard When you opened a QuickView on the dashboard in calendar view, the details were not displayed properly if a refresh occurred and the calendar view was not in focus The scroll bar was not available for Incident pop-up option in the Incident Monitor form , , , , In the Self Service Help Desk and Service Desk Express applications, nondeletable black boxes appeared at the top left of the tab section on the forms. When you customized the forms, the number and size of the boxes increased with every save When you updated a staff profile that had an attached business rule, the business rule failed and you received the following error message: HRESULT=800a005e, DESCRIPTION='Invalid use of Null' Workaround: Add the Sequence field for the staff module on the customer form , When you upgraded to BMC Service Desk Express , you could not send multiple message notifications using the Business Rule When you executed the Categories with Child Top 5 Crystal report, you received the following error message: ReadRecords() : ( ) - Failed to open a rowset. Details: HY000:[DataDirect][ODBC Oracle driver][oracle]ora : package body "_SMSYSADMIN_.RPT_UTIL" has errors ORA : PL/SQL: could not find program unit being called: "_SMSYSADMIN_.RPT_UTIL" ORA-06512: at "_SMSYSADMIN_.RPT_CATEGORIES_CHILD", line 4 ORA-06512: at line The vertical and horizontal scroll bars were unavailable when you opened a customized Work Order Details form When you modified a label name, the characters of the modified name were converted to uppercase characters When a CSBR was modified, it did not function as expected because the CSBR scripts were not generated correctly. The script was related to On Button click action of the CSBR If you added the values of check box fields on an existing Work Order form, the newly added field values were not saved When you renamed any of the details tab and included parenthesis in the name, you received the following error message after loading the details tab: Unknown method. /TabCountInfo/?Incident_Details_(View_Only?)/RecordCount 10 Release Notes

11 Corrected issues Table 3: Issues corrected in BMC Service Desk Express (Sheet 3 of 4) Defect Cases Description , In Alignability Process Model (APM), when you used the Select from QuickView option in a Support Request form to open any record, you received the following error message: Object doesn't support this property or method , , , , , , When you added an attachment before creating an incident which had Client Side Business Rules, when you saved, the attachments were not added In a customized Incident form, if you placed a validated field in a tab section, the small arrow for the list moved under the field, which caused formatting issue An Integration package that exported data to a CSV file did not work as expected if the Incident Description field contained more than 251 characters For a business rule that sent a notification to the Login ID Assigned To user, when the Login ID Assigned To was changed on a work order and the user reassigned the work order using Assign To Myself, the Assign To First Name and Assign To Last Name fields in the were the first and last name of the previous Login ID Assigned To user , When you added a custom field in the Answered Survey form and made it scrollable, when you saved the record, you received the following error message: No Records Found The Web Services security By default all computer will be denied access was not working as expected You could not clear the value of the Urgency field from an incident record, although you could modify the value of the field When you added a Custom Date field to the attachment module, you could not get the calendar pop-up option and you received the following error message: 'EXT' is undefined When you used a custom button in an Incident form and accessed any other form, the other form did not close automatically when clicked Save. Note: You must add the CSF_CLOSE_WINDOW_ON_SAVE_OPEN_FROM_TOOLBUTTON table and set the value as When you removed and then added again, the Login ID Assigned to and the Group Names fields in the custom Incident form, the list option for these fields was missing on the Search form When you exported the data from QuickViews to a PDF or CSV file, some characters in the incident description were missing The knowledge search did not display the correct results from either the navigator bar or the Incident form If you set a due date manually and the incident record was linked to a priority, during the calculation of the due date and time, stop clock timings on the hold ticket were not considered. BMC Service Desk Express

12 Corrected issues Table 3: Issues corrected in BMC Service Desk Express (Sheet 4 of 4) Defect Cases Description When you opened an existing record in a custom Incident form where CSBR were written, you could not reset the form and received the following error message: '1' is null or not an object , , , Sometimes you received the following error: Unable to cast COM object of type System. ComObject to interface type NAMMETADTALib.IMSysProps " If a QuickView query took a long time to process, instead of receiving a timeout message the Internet Explorer stopped responding. If the QuickView query was on the dashboard, you could not login again. Note: You must add the' CSF_QueryTimeoutValue CSF Flag to activate this functionality In an Incident form, if you used an apostrophe in any text field, a CSBR was triggered even though the conditions were not met In a Work Order form, the Company field was not cleared even though you cleared the Client field , The QuickViews did not work correctly as the incorrect check boxes were disabled in the conditions of a BETWEEN operator. Release The following table lists the problems that were reported earlier and were corrected in version Table 4: Issues corrected in BMC Service Desk Express (Sheet 1 of 11) Defect Case Description In form customization, you could not make the Seq.HD field editable on the Work Order form as expected The number of rows displayed on details tab were different from the number of rows to be displayed that you set during form customization , , , When you searched for clients that contained an apostrophe character in the Last Name field, no records were found , You could not save any record by pressing CTRL + S key combination. This happened in Internet Explorer and Firefox browsers In Internet Explorer, when you executed a QuickView query that contained the State field, the Open check box was not selected , , The QuickView displayed Page X of Y and no records were displayed , , , , , , , , , , , , When you configured timeout settings and set the Group Timeout value, you did not receive the warning message prior to the expected time. 12 Release Notes

13 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 2 of 11) Defect Case Description , When you removed the Version field, you received the following error message in the Configuration Item form: 'window.document.getelementbyid(...)' is null or not an object , You could not unlock a record by double-clicking the record When you closed a browser session of the application, you were logged off the application. However, the application did not remove the licenses used. This happened only if you were using Firefox browser When you selected a record to delete from the job queue, and then selected the Cancel button, the selected record was still deleted The interface for the drop-down fields was distorted. The drop-down icons shifted their positions and appeared in the next line instead of appearing next to the field When you searched for a Client ID on the Incident form by using a value that returned multiple results, the pop-up containing the matching results did not appear When you created a custom report with the date parameters as Date/Time field, the time component of the parameter was ignored and incorrect results were displayed, considering only the date component of the parameter When you tried to add a Std CI. Assembly in the Purchasing Items tab of the Purchase Request form, you received an error message You could not create or modify inventory items and received the following error message: 'window.document.getelementbyid(...)' is null or not an object When you reopened a closed incident, the drop-down lists were read-only. This happened when Display drop down list option was selected for those fields during form customization When you set up Push Service in BMC Service Desk Express, the Push Service could not connect and you received the following error message: Object expected Note: For more information, see the following KB article: viewdoc.jsp?remedy=1&doc=24917&user=self%20help In Self Service, when you tried to create an incident that contained an attachment, the application took longer time than usual to save the incident. Issues corrected in BMC Service Desk Express and available in , Support categories were added to the Self Service view automatically without administrator action When inventory item was created from the Inventory Catalog form, the Inventory Items form displayed both date and time values for the Installation date field , , The Recalculate Urgency values to reflect changes in the Urgency hierarchy order whenever records are updated option in the Urgency tab of the Application Administration window did not work as expected. BMC Service Desk Express

14 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 3 of 11) Defect Case Description When the default My Work (Incident & WO) QuickView query was displayed, the filter section was expanded intermittently , When you reactivated an existing group and added a staff member, you could not log in to the application because the group was not available for selection When you created a milestone based on response date and time field, the SLA was not executed as expected. The Due Date field was used to calculate the execution time of the milestone , , , The Report Configuration tool overwrote BMC Service Desk Express instances in the NAMSYSSERVERS table depending on the chosen DSN When you tried to open a record from the Chart tab of a QuickView, the records did not open consistently When you created a holiday for half working day, the Holiday was considered as full (non-working) holiday when the due date was calculated You could not open the attached XML document in the program associated with your Windows file associations , The groups that you assigned in the Select For Use by Groups field, were not displayed correctly on the template form , When you saved a change request record, the Start Date/Time on change request was modified automatically. You could not schedule any changes on the night before Daylight Saving Time When you created a Support Action record and you did not select the Available in: Incident Forms check box in the Support Actions form, the newly created action did not appear in the list of available actions in the Whiteboard details section , , , , , , , , , , , , When you customized an Incident form, and selected SDE preview as the Print Preview option, print preview did not display the incident details, work order, or attachments. You could not add CIs from stock to an existing CI Assembly. You received the following error message: Type mismatch Object doesn't support this property or method ' window.callerdocument' In the Conversation module, when you clicked the Reply to button, the message body was cleared. Note: You must add the CSF_Preserve Body On Reply Mode CSF flag in NAMSYSPROPERTIES table and set the value as , When you used the Close form, the Boolean field on the Incident form was always initially cleared instead of the value being preserved and copied to the Close form , , , In Self Service customization, you could not resize between the label and the input field , When you tried to filter on Subject ID by using the Category tree view, all the categories were displayed twice in the tree (in the original position, and as a child category). 14 Release Notes

15 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 4 of 11) Defect Case Description , , , , , , When you tried to save the DashBoard, the state of the QuickView filter was not retained. When you cleared the Conversation footer text box in the Application Administration > System Tab, and sent an message, the ref#24-(incident Number) footer text was added to the message When you tried to execute reports having a date range, you received the following error message: From Date is not a valid date format, please enter a datet in the correct format. This happened only if you set the value of the language preference as any non- English language in Internet Explorer browser , , , , Inactive inventory items were displayed under Configuration Items tab in CI Assembly Details section When you created a Business Rule for the Active User module and you logged on or logged off, the system events for the Active User table were not registered If you created a CSBR for the On Data Change for a check box field, and used the Display Only field property for the check box, the check box was not modified as read-only after the CSBR was executed ,148820, , When you assigned an existing CI to an existing CI Assembly, the CI Assembly record was locked , When you added multiple incident details, the details were sorted according to the description instead of the time stamp (mm/dd/yyyy hh:mm:ss). Also, the Date/Time fields in the incident details did not contain the seconds When you searched for a Client ID on the Incident form by using a value that returned multiple results, and selected a record, the details were not populated in the Incident form. This happened for Last Name or First Name fields as well , The details form in the custom modules did not close after saving the record details , In Self Service, wildcard search using percent (%) for Categories did not work as expected , When you added a Self Service Desk link by using the expression builder, and saved the business rule, the link was corrupted and was truncated , When you assigned QuickViews to staff members of different groups, the QuickViews between the two groups were inter changed When you searched by using Order number in the Template selection pop-up window, you received the following error message: Object Required BMC Service Desk Express

16 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 5 of 11) Defect Case Description , You could not open attachments that contained special character (for example, +) in the file name, and you received the following error message: HTTP Error Not Found The request filtering module is configured to deny a request that contains a double escape sequence , , Note: You must follow the steps mentioned in the following website: When you selected the next page in the list of templates, you received the following message: 'document.getelementbyld(...)'is null or not an object In the Incident Monitor form, you could not open any message from the Incident Details tab , CSBR that contained Less Than comparison did not work as expected When you closed an incident using the Close Form and populated Follow-up and Follow-up Date fields by using the category of the incident, you received the following error message: Follow Up Date cannot come before Close Date Time , The Search button did not work as expected for CI Assembly and Whiteboard Monitor When you added a new validated field item that contained character, the was not displayed in the field , When you opened the All Contracts QuickView, the Start Date (effective date) field was not populated in the Contract form The Tech Monitor did not refresh automatically as expected When you tried to assign an existing incident, you received the following error message: An error has occured in the script on this page. 'struser' is undefined You could not modify the image for the Print Preview button (Service Desk Express Preview) on a custom form and you received a script error message When you selected a date from a calendar, an incorrect value was added. For example, if your system was configured with France as your locale and you selected 08/03/2012 for the Warranty expiration date field in the Configuration Items form, was added instead , When you used the sort features in the Category pop-up window in Self Service, incorrect results were displayed When you tried to close the Tech Monitor, you received the following error message: 'window.parent.parent.frames.tmresults.frames' is null or not an object When you opened an Incident form from Tech Monitor, the Next and Previous buttons did not work as expected. 16 Release Notes

17 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 6 of 11) Defect Case Description , In the Incident form, when you clicked Find and selected both Open and Closed records and clicked the Last Page button, the results were not displayed as expected , , , , , While executing business rules, every blank field was evaluated as false. In addition, any actions with blank TR fields used in message or update another field was also evaluated as false You were allowed to modify closed incidents When you executed a CSBR that contained a On Save condition for a Self Service form that contained more than one custom Boolean field, the value of the Boolean field was changed even though the On Save condition was not for the Boolean field The Export from QuickView to.csv and.pdf file did not work as expected if the QuickView query result contained carriage return and linefeed characters You could not select any template from the list of templates if the list that displayed records spanned more than one page. You received the following error message: Object doesn't support this property or method , , When you saved or closed any record, the Template field was cleared , When you added notes to the Incident form, the Note Exists field on the Incident Details tab displayed N unless you saved the incident When you partially received a purchase item, and you did not save the Purchase Request form, you were unable to receive another purchase item , , , , When you clicked on the Refresh button on the section tabs, inactive records were displayed , When you tried to close a change record, you received the following error message: Input String was not in a correct format When you selected a Work Order Generator, the Note field was not updated with required data on the Work Orders form When a Purchase Action with auto-notify set to true was used on the Purchase Request form, the purchase status was not reflected on the Purchase Request form When you viewed the details on a tab, for example, the Incident Details tab on the Incident form, you received the following message: Object doesn't suppor this property or method In the Tech Monitor grid, the Open by date option displayed incorrect time When a virtual field on a form (for example, the Category field) was accessed by multiple users simultaneously, the field was locked and could not be selected until the locked category was released through the Unlock Record form , When you tried to manage two separate personal custom dashboards, you faced issues When you reopened a closed change record, the name of the assigned staff member was not present in the form. BMC Service Desk Express

18 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 7 of 11) Defect Case Description The Update Closed Record check box was disabled while you set the Target for Integration Engine , You could not execute any scheduled or custom reports using French (Canada) settings and you received the following error message: "From DATE" is not a valid date format When you created a variable length field and selected the Required on form option, the asterisk (*) was not displayed next to the field on the Self Service form In Self Service, when you applied a filter with [ or ] on a Category field and set to display in the standard view, you received the following message even though there are matching records: No records found , , , When you tried to open a support request by using the Open icon in the Service Request form, you received the following error message: Object doesn't support this property or method The Greater than and Greater than or Equal To condition in a CSBR for Change Request form did not work as expected , During details section customization, when you saved the form without clicking the Tab Section tab, you received an error message , In the Purchase Request form, the Status ID field and the Quantity Received field in the Purchase Items Details section were not updated after a purchase item was partially received When a record was created by Mail Listen rule and you applied a template, the record was not updated according to the template. Note: While updating a record through business rules, using a template that creates associated child records does not work For the links hosted on a UNIX computer, the Launch Display link did not work as expected When you set the language settings in Internet Explorer browser to Korean and tried to update an incident, work order or incident details, the date fields values were incorrect. Issues corrected in BMC Service Desk Express and available in , , , When you imported Work Orders or incident records from BMC Service Desk Express by using BMC Service Desk Express Integration Engine, the Open Date field displayed the current date value instead of the value in the source database. Note: For more information, see the following KB article: viewdoc.jsp?remedy=1&doc=25095&user=self%20help When you created or modified an incident that contained large amount of data in the Incident Description field, the application stopped responding. 18 Release Notes

19 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 8 of 11) Defect Case Description When you modified a Field Type Format in Database Administrator from Fixed Length to Variable Length, the changes were not reflected. Note: For more information, see the following KB article: viewdoc.jsp?remedy=1&doc=21614&user=self%20help The QuickView Print Preview option for Configuration Items form did not work as expected When you tried to apply new credentials in the Business Rules setting, you received the following error message: System.Runtime.InteropServices.SEHException: External component has thrown an exception In Self Service, when you entered first few characters of a Client ID, and pressed the TAB key, you received a pop-up window that displayed all the Client IDs including the ones that did not belong to the company of the logged on staff member. However, if you clicked the Client ID link after entering the first few characters of a Client ID, correct results were displayed , When you selected a Work Order and used the Print Preview button, the details of the Note field were not displayed as expected When you executed a multi-module QuickView query, incorrect results were displayed. Also, multi-module queries used UNION ALL conditions in SELECT SQL statements, resulting in full table scans that led to performance degradation The parameters were not displayed in correct order. For example, Start Date and End Date fields were swapped during report generation. Note: You must add the CSF_Donot_Sort_Report_Params_ByName CSF flag in NAMSYSPROPERTIES table. When you set the value of the CSF flag as 1, the report parameters are not sorted by name When you saved an incident in a custom Incident form, the date and time fields were modified and one day was substracted automatically after each save action. This happened on dates during Daylight Saving Time (from March to November) When you set the tab order by using Customization and opened an Incident form, the Client ID field did not have the focus even though it was set as the first field in tab order customization When the regional settings were set to Croatian, the floating point values were displayed incorrectly in the pop-up window , , , , , , , , , When you right-clicked and refreshed the navigator bar more than twice, you were logged out of the application and received script error messages. When you linked an Incident form with a customized Conversation form containing the Addrfrom field and double-clicked an OUT incident detail, the AddrFrom field was not displayed on the Conversation form In a Quick View, when you used color formatting and enabled word wrapping, the color coding disappeared after scrolled through the results. This issue was applicable only for queries that displayed records spanning more than two pages. BMC Service Desk Express

20 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 9 of 11) Defect Case Description , , , , You could not resize pop-up windows. When you created an Integration Engine package to populate the Notifications module, no notifications were sent and BMC Service Desk Express Integration Engine failed with the following message: StoreRow exception: Exception caught while storing Data. Input string was not in a correct format In Self Service custom forms, when you configured a pop-up window to be a list, the values were displayed by order of creation instead of alphabetically , When you tried to load CSV files containing a newline character embedded within a text field by using the BMC Service Desk Express Integration Engine, you received the following error message: Could not initialize adapter Errors were found in the specified file(s). Click on Details to get detailed errors You could open a record in two tabs simultaneously. The record locking feature was not working as expected , For a CSBR that contained a MATH statement to check if the Resolution field contained more than 10 characters, the CSBR did not work as expected if the Resolution field contained an apostrophe , , Spell checker did not work as expected and many misspelled words were ignored The CSBRs for On Data Change event of the Category field did not work as expected. This was applicable only if you had not configured the view format for Select from Categories window as tree view In Print Preview of the Incident form, 7 hours were added to the value of the Open Date & Time field , , , When an incident record was created by Mail Listen rule, the incident description was not auto-wrapped if the message contained a carriage return character at the beginning of the message A CSBR that is triggered on the On Data Change event of the Category ID field, for populating information from DB lookups, did not work as expected When you deleted QuickViews from the dashboard, QuickViews were renamed and were duplicated The Whiteboard Ticker was not working as expected if the text contained <, > characters. The information between < and > was not displayed , When you clicked on the arrow next to the Actions menu button on the dashboard, the Actions list was not displayed When you clicked Next in the Select from templates pop-up window that contained a list that displayed records spanning more than one page, you received a script error message The Create button in the Tech Monitor window did not work as expected , The DateDiff function in a CSBR provided incorrect result for a Self Service form. 20 Release Notes