Release Notes. BMC Service Desk Express. Version 10.2 June 14, 2012

Transcription

1 Release Notes BMC Service Desk Express Version 10.2 June 14, 2012 BMC Software is releasing version 10.2 of the BMC Service Desk Express product. These release notes supplement the product documentation and describe enhancements and resolved problems in this version. The following topics are provided:! BMC Service Desk Express overview (page 6)! What's new and modified (page 6)! Corrected issues (page 25)! Known issues (page 30)! Supported software (page 39)! Installation information (page 45)! Related information (page 48) *219084*

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, popup 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 changes and new features.! SQL Server Reporting Services integration on page 7! Firefox support for non-administrator users on page 10! New Release Management module on page 18! New Country module on page 18! New Roles module on page 18! New default settings for show/hide the details section on page 19! New cache expiration timeframe on page 19! New maximum attachment size on page 19! New configuration option to set default when a record is submitted in Self Service on page 20! Support for right-to-left language in Self Service on page 20! Modifications in the Select From Categories window on page 21! Ability to filter in the tree view for a Service field on page 21! Ability to apply a template for existing records in BMC Service Desk Express on page 22! Ability to modify the font of the Static text as Bold by using CSBR Format Form action on page 22! FIPS compliance (Publication 140-2) on page 22! Modifications to the out-of-the-box Administrator navigator bar on page 22 6 Release Notes

3 What's new and modified! Ability to put a hyperlink on the Self Service custom form on page 23! Ability to attach a file before creating a record in Self Service on page 23! Ability to add details record for Incident on page 23! Integration of RightAnswers knowledge search portal with BMC Service Desk Express and Self Service on page 23! Miscellaneous on page 23! Added support on page 24! Discontinued support on page 24 SQL Server Reporting Services integration SQL Server Reporting Services (SSRS) is a server-based report generation software system from Microsoft. SSRS is included in the Developer, Standard, Enterprise, and Express with Advanced Services editions of Microsoft SQL Server as an installation option. Using SSRS as the reporting engine provides the following advantages:! Ability to view a set of predefined out-of-the-box reports! Ability to create specific reports designed to meet your business needs! Ability to subscribe to reports! Ability to control access permissions to reports based on individual users or groups! Ability to integrate reports with the BMC Service Desk Express dashboard. Multiple reports on a dashboard can be used to view a key set of data in one place and monitor metrics on a regular basis. BMC Service Desk Express now provides SSRS as a reporting tool. The BMC Service Desk Express administrator can configure SSRS integration by using one of the following methods:! You can choose to deploy SSRS reports during the installation of BMC Service Desk Express. However, as a prerequisite, you must configure SSRS before deploying default reports on the SSRS server. For more information about deploying SSRS reports during installation, see the BMC Service Desk Express Installation Guide.! You can select the SSRS option in the Integration tab of the Application Administration screen. For more information about Microsoft SQL Reporting Service Settings in the Application Administration screen, see the BMC Service Desk Express Administrator s Guide. BMC Service Desk Express

4 What's new and modified Table 1-1 lists the predefined reports that are available in SSRS reports. Table 1-1: Predefined reports available in SSRS Report Category Change Management Incident Management ITSME License Counting Management Reports Purchasing Management Service Level Management Survey Reports Management Work Order Management Problem Management Report Name Change Aging! Incident Aging! Incident Top 10! Incidents Created from BPM Alerts! Incidents Created from SCOM Alerts! Issues Reported For Critical CIs! Issues Reported For Problematic CIs! Software License Compliance! License count! License Exceeded! Active Users! Active Users History! Categories with Child Top 5! Category Usage! Change Request Detail! Display Names Summary! FCR Analysis! FCR Analysis Group Detail! FCR Analysis Last Week! Group Data Summary! Management Summary (Month)! Management Summary (Week)! Morning Report! Services - Linked Organizations! Staff Summary! Staff Summary with Client! Top X Client/Company/Category/Incidents Purchase Request Graph by Department! Incidents Breached Response and/or Fix grouped by Priority! Incidents Closed Calls grouped by SLA and Priority! Change Request Breached Response and/or Fix grouped by Priority! All Campus Scores Survey! All Category Scores Survey! Unanswered Surveys Work Order Summary Problem Summary The Reports Explorer button is next to the QuickViews Explorer, if you have a configured SSRS server. When you click the Show Reports icon, you might receive a warning message if you do not have a configured SSRS server. You can switch between the QuickViews tab and the Reports Explorer tab. 8 Release Notes

5 What's new and modified TIP BMC recommends that you do not keep Report as an active tab on the dashboard because you might experience performance degradation. Requirements You must have one of the following editions:! SQL Server Reporting Services 2005! SQL Server Reporting Services 2008 and 2008 R2! SQL Server Express 2008 R2 with Advanced Services For Oracle database! If you are using Oracle database, you must purchase SQL Server for using full functionality.! The out-of-the-box predefined reports do not work for Oracle databases. You must modify the predefined queries of the out-of-the-box reports in report server. For more information about the steps for modifying the predefined queries for Oracle database, see the BMC Service Desk Express User s Guide. For Self Service A support analyst and a helpdesk analyst can access print preview reports from Self Service by using the SSRS reports. You can also select SSRS reports for Self Service print preview. In Self Service customization, a new Print Assignment popup window has been added in the action button properties (accessible through Secondary Navigation Links) that contains the following options:! Browser Print! SSRS Preview You can customize the Self Service navigation to add the Reports tab. You can create only one Reports tab for each Self Service instance. All clients for that Self Service instance (navigation) will view the same set of reports. The reports displayed on the tab depend on the permissions and role your administrator has assigned to your SSRS user ID in SSRS server. For more information about using SSRS reports in Self Service, see the BMC Service Desk Express Self Service Administrator s Guide. BMC Service Desk Express

6 What's new and modified Limitations! For report server installation and report execution, BMC does not support the Install the SharePoint integrated mode default configuration option.! If you are using the SQL Server 2005 Express Edition database:! All the server components of both SQL Server Express and Reporting Services are installed on a single server. You cannot store the report server database on a remote server.! All data sources that provide data to reports must connect to SQL Server relational databases that are installed on the local instance of SQL Server.! You cannot schedule and reports. All reports are processed on demand. Scheduled or unattended report processing is not supported. Firefox support for non-administrator users You can log in to BMC Service Desk Express using Firefox browser. Table 1-2 lists the forms and features that are available in Firefox. Table 1-2: Modules and forms available in Firefox (Sheet 1 of 4) Functional area/ header in navigation bar Incident Management Client Management Crisis Management Form name! Incidents! Incident Monitor! QuickViews! Work Orders! Knowledge Search! Conversation! Clients! Departments! Companies! Whiteboard Monitor! Whiteboard! Whiteboard Ticker Configuration Role Support Analyst Support Analyst Support Analyst 10 Release Notes

7 What's new and modified Table 1-2: Modules and forms available in Firefox (Sheet 2 of 4) Functional area/ header in navigation bar Configuration Management Purchasing Change Management! Configuration Items! CI Type! CI Categories! CI Relationships! CI Actions! CI Assembly! Standard CI Assembly! CI Assembly Relationships! Vendors! Service Contracts! Remote Control (VNC Remote Control)! BMC CI Detail Viewer! Software License Compliance! CI Explorer! Purchase Requests! Purchase Actions! Purchase Status! Changes! Change Assessments! Change Approval! Change Schedule! Blackout Period! Change Management Status Support Analyst Support Analyst Support Analyst Problem Management Problems Support Analyst Service Level Management! Services! Organizations! Service Level Agreements! Service Level Agreement Rules Support Analyst Release Management Collaborative Workspace Form name Releases! Discussion Forum except Assign topic creation rights and Assign topic access rights options Note: For a system administrator, the Assign topic creation rights and Assign topic access rights options are enabled only if you are using the Internet Explorer browser.! Conversation Role Support Analyst Reports Reports Support Analyst BMC Service Desk Express

8 What's new and modified Table 1-2: Modules and forms available in Firefox (Sheet 3 of 4) Functional area/ header in navigation bar System Administration List Administration! Groups! Staff! Roles! Staff Availability! Unlock Records! Categories! Category Types! Countries! Impact! Incident Types! Priority! Quick Ticket Templates! Standard Descriptions! Status! Support Actions! Templates! Urgency! Work Order Status Progression System Administrator, Group Administrator Support Analyst Support Analyst Business Rules Administration Notifications Support Analyst Self Service Administration! FAQ! FAQ Category! FAQ Feedback Support Analyst Preventive Maintenance Documentation Support Form name! Preventive Action! Preventive Work Order! CI Type! Administrator's Guide! Business Rules Admin Guide! Change Mgmt User's Guide! CSBR Admin Guide! Database Admin Guide! Getting Started Guide! Install Guide! Quick Install Card! Self Service Admin Guide! User's Guide! Log Off! Online Help! Contact Us! About Role Support Analyst Support Analyst Support Analyst Dashboard Dashboard Manager Support Analyst 12 Release Notes

9 What's new and modified Table 1-2: Modules and forms available in Firefox (Sheet 4 of 4) Functional area/ header in navigation bar QuickViews Login Custom forms Bomgar integration Popups Other features Self Service Form name! Run Query Support Analyst! Print Preview! Export QuickView results to a CSV/PDF file! View results in Grid/Calendar/Chart! QuickViews Wizard! BMC Service Desk Express Login! Password Expiry Form! Multiple Group selection form in Windows Integrated Authentication Support Analyst License application form on expiry System Administrator, Group Administrator If you add custom forms to the navigator bar by using the Customization Wizard in Internet Explorer, these custom forms will be available on Firefox. Note: If you add fields in the section tab area in custom forms in Internet Explorer, and view the custom forms in Firefox, the interface might appear slightly different. For example, the Select from popup icons might shift their positions and appear in the next line.! Bomgar forms from Incident! Launch Bomgar Console! Bomgar Generate Key! Bomgar Support Session Details! Bomgar Client Jump! Staff or Group popup! Find All popup! Tree view popup (Category/Service)! Print Preview! Search (tool button)! Copy form! Search By (query by textbox) Self Service Role Support Analyst Support Analyst Support Analyst The following modules work only with Internet Explorer and not with Firefox. If a form or a window is not available in Firefox, the following occurs:! Buttons are disabled with the following tooltip: Available only on Internet Explorer! A blank page opens with the following message: BMC Service Desk Express

10 What's new and modified The feature can only be used with Internet Explorer. For further details refer to the release notes. Table 1-2 describes the modules and features that do not work in Firefox. Table 1-3: Modules, forms and features that are not working in Firefox (Sheet 1 of 2) Functional area/ header in navigation bar Collaborative Workspace System Administration Form name Discussion Forum - Assign topic creation rights and Assign topic access rights options are enabled only if you are using the Internet Explorer browser.! Customization Wizard! Lock Configuration! Holidays! Work Schedules! Application Administration! Knowledge Search Settings! Service Desk Express Surveys Role System Administrator System Administrator, Group Administrator List Administration Work Schedule System Administrator, Group Administrator Business Rules Administration Self Service Administration! Business Rules Wizard! Business Rules Manager! Client Side Business Rules Manager! Web Services Manager! Business Rules Settings! Notification Business Rules Templates! Job Queue Notification ID Configuration Wizard! Self Service Settings! Self Service Customization Wizard System Administrator, Group Administrator Support Analyst System Administrator, Group Administrator QuickViews QuickView Administration System Administrator, Group Administrator Dashboard Dashboard Rights System Administrator, Group Administrator Survey! Survey! Activated Survey! Answered Survey! Answered Question! Survey Question Link! Survey Question 14 Release Notes

11 What's new and modified Table 1-3: Modules, forms and features that are not working in Firefox (Sheet 2 of 2) Functional area/ header in navigation bar Custom forms Other features Form name! System Message Monitor! SMS Viewer! Work Schedule Link! Change PM Links Note: Even if you add the above custom form to the navigator bar by using the Customization Wizard in Internet Explorer, these forms are not available on Firefox.! ActiveX and Java viewer Note: For Firefox, you can view the standard reports, based on Crystal Reports Professional, with PDF and HTML viewer only.! Print Preview reports using the Print Preview toolbar button on Firefox will be opened in PDF viewer by default.! PushPop Service! Remote Desktop! Program Launcher! Zoom, Find, and Print features for SSRS reports! Spell check Role System Administrator, Group Administrator Note: For Firefox, the Spell Check button on the toolbar is disabled. Firefox automatically checks the spelling of words that you enter in text boxes that contain more than one line. For more information about enabling the spell check feature for Firefox, see the BMC Service Desk Express Getting Started Guide. Database Administration Database Administration utility System Administrator Reports Configuration Reports Configuration utility System Administrator Integration Engine Integration Engine Console System Administrator BMC Service Desk Express

12 What's new and modified The following settings must be modified for Firefox:! To open multiple popup windows by using Firefox If you are using Firefox and try to open multiple popup windows (for example, adding records in the details section), you might encounter the following message repeatedly: Prevent this page from showing additional dialogs To resolve the issue, modify the following configuration settings: 1 Open a Firefox window. 2 Type about:config in the address bar. 3 Press ENTER to display the list of preferences. 4 Right-click in the preferences area and choose New > Integer. 5 Enter dom.successive_dialog_time_limit as the preference name. 6 Click OK. 7 Enter 0 as the integer value. 8 Click OK. 9 Exit and relaunch the browser.! To display the status bar in Firefox 1 Open a Firefox window. 2 Type about:config in the address bar. 3 Press ENTER to display the list of preferences. 4 Type dom.disable_window_status_change in the Filter bar and press Enter. 5 Double-click the dom.disable_window_status_change row. Make sure that the value of the preference is set to False. 6 Exit and relaunch the browser.! To display popups in Firefox If you have installed and enabled Firebug for Firefox, you cannot resize popup windows. You must disable Firebug to display the popup windows in the expected position and size. For information about disabling Firebug, see the Firebug documentation. NOTE When you modify the window size in Firefox, the calendar popup and the Select from popup icons might shift their positions and appear in the next line. 16 Release Notes

13 What's new and modified To avoid displaying the popup window behind the main window, perform the following steps: 1 From the Firefox menu bar, choose Tools > Options. 2 Go to Contents tab. 3 In the Enable JavaScript option, click Advanced. 4 Select Raise or lower windows option. 5 Click OK. 6 Click OK. 7 Exit and relaunch the browser.! To enable automatic spell check for Firefox 1 On the Firefox menu bar, select Tools > Options to open the Options window. 2 Click the Advanced tab. 3 Click the General tab. 4 Select Check my spelling as I type option. 5 Click OK. When spell checking is enabled, you can correct a misspelled word by rightclicking it and selecting one of the suggested words at the top of the menu. You can add words to the dictionary and install other dictionaries as necessary. For more information about the spell check feature for Firefox, see the browser documentation.! To view custom forms in Firefox While doing customization in Internet Explorer, if you want to position two controls vertically (for example, a label and a text field under the label), keep some gap so as to avoid any overlap while viewing that form in Firefox browser. Firefox error console The error console is a tool available in most Mozilla-based applications that is used for reporting errors in the application. If you receive any of the following error message in the error console, you can ignore the error message:! If you are using add-ons (for example, LoginManager or external Firebug, and so on), you might receive error messages those are not specific to BMC Service Desk Express. You can ignore these messages.! While changing the password in Firefox, if you are using Password Manager to save the password, you might receive error messages in the error console which you can ignore.! You can ignore the following non-critical error messages in the error console:! not well-formed! No Element Found BMC Service Desk Express

14 What's new and modified! this.parenttabstrip is null! When you try to switch between Grid, Calendar and Chart view, you might receive the following exception messages on the error console in Firefox: c.getcomputedstyle(g.firstchild.firstchild, null) is null syntax error! When you select Show Linked Service on CI Explorer, you might receive the following error message: Error: Unhandled Error in Silverlight 2 Application [Format_InvalidString] Arguments: Debugging resource strings are unavailable. Often the key and arguments provide sufficient information to diagnose the problem.! When you try to expand a QuickViews control that has been added to a customized Incident form, you might receive the following error message: Error: uncaught exception: [Exception... "Component returned failure code: 0x (NS_ERROR_ILLEGAL_VALUE) New Release Management module New Country module New Roles module A new header Release Management has been added to the out-of-the-box Administrator navigator bar. By default, the Releases form is displayed under the Release Management header. The Release and Release Details forms are also available for customization under System Administration > Customization Wizard > Form. A new out-of-the- box Country form has been added to the out-of-the-box Administrator navigator bar under List Administration. The Country form is also available for customization under System Administration > Customization Wizard > Form. A new Roles module has been added that is linked to the Staff module. By default, the Roles form is displayed in the out-of-the-box Administrator navigator bar under System Administration. The Roles tab is not available in the out-of-the-box Staff form under System Administration->Staff. In the CSBR Expression Builder window, a new Roles option has been added under the Miscellaneous category. Click Roles to display the Select from Roles popup window. The popup window displays all the active roles that are created by the system administrator. The data in the CSBR Expression Builder is in the following format: 18 Release Notes

15 What's new and modified {IsAuthorizedForRole,<Role> RL} NOTE The Roles option is visible only if there are roles created in the application. In earlier versions of BMC Service Desk Express, MATH statements were used to access information related to roles, thus, sending the argument to the SQL parser of your BMC Service Desk Express database. With the new Roles module, all the unnecessary MATH calls are avoided, which improves performance. The system administrator can perform the following tasks:! Create different user roles.! Link staff members to a particular role. A staff member can be assigned to single or multiple role(s). NOTE Only the system administrator can assign or unassign roles to staff members or link staff members to a particular role.! Create a CSBR to define conditional expression based on the different roles, such as, creating a CSBR to access the permission of a staff member based on his assigned roles. New default settings for show/hide the details section An option to set the default setting for the show/hide the details section has been added. To always display the details section, select the Always show details section in expanded mode option in the General tab of the Application Administration window. This will be applicable only if you have not set your own preference (cookie). New cache expiration timeframe An option to set the cache expiration timeframe has been added. To set the cache duration, enter the value in Page cache duration (mins.) field in the General tab of the Application Administration window. The default value is 24 hours (1440 mins). New maximum attachment size An option to specify the maximum attachment size in BMC Service Desk Express and Self Service has been added. BMC Service Desk Express

16 What's new and modified To set the maximum attachment size, enter the value in Maximum Attachment size (MB) field in the General tab of the Application Administration window. You must specify a value between 1 MB and 10 MB in this field. The default maximum attachment size in BMC Service Desk Express and Self Service is 10 MB. To specify a value larger than 10 MB, see the following Knowledge Base (KB) Article: viewdoc.jsp?remedy=1&doc=24537&user=self%20help WARNING BMC strongly recommends that you do not set the maximum attachment size as more than 10 MB. Increasing the maximum attachment size as more than 10 MB, might make the application vulnerable. For more information, see support.microsoft.com/kb/ New configuration option to set default when a record is submitted in Self Service An option to view the corresponding record listing page after submission of record (For example, incident list view or Request list view) in Self Service has been added. To set the option to view the list of records when you submit a record, select the Return to record listing on submit option in the Other Configuration area of the Self Service Settings > Defaults window. Support for right-to-left language in Self Service The Self Service portal now fully supports right-to-left languages. This change also allows administrators to render languages such as Hebrew, or Arabic in right-toleft format. This feature enhances the Self Service capability for the right-to-left language support. The layout in the Self Service site is rendered based on the language setting. The default setting is left-to-right language. To set a Self Service language as a right-to-left language, select the RTL Language option in the Add New Language or Edit Language window from Self Service Settings > Languages pane. 20 Release Notes

17 What's new and modified Modifications in the Select From Categories window! The default format for Select From Categories window has been modified to the tree view format. However, you can use the Customization Wizard to change the format of Select From Categories window to appear like any other select window in BMC Service Desk Express.! In BMC Service Desk Express, you can apply a filter even in the tree view for the Category field. Use the Filter tab in the Customization Wizard to apply the filter for the Category field. You can now control what is displayed for the Category field even in the tree view. Filtering in tree view displays only the matching nodes. For example, if you type abc, only the nodes that contain abc are displayed. If you have a parent node and a matching child node, only the matching child node is displayed and not the parent node. If you have a matching parent node and a matching child node, both the parent and child nodes are displayed. For more information about how to customize a form by using the Customization Wizard and the Condition Builder window, refer to the BMC Service Desk Express Administrator s Guide.! You can now search for a particular category even if you are using the tree view for category field.! Multi-level view for Select From Categories popup window has been removed. NOTE If you have configured the view format for the Select From Categories window as multi-level view, then, by default, the Select From Categories window appears like any other select window in BMC Service Desk Express. Ability to filter in the tree view for a Service field In BMC Service Desk Express, you can apply a filter even if you selected the tree view for the Service field. Filtering in tree view displays only the matching nodes. For example, if you type abc, only the nodes that contain abc are displayed. If you have a parent node and a matching child node, only the matching child node is displayed and not the parent node. If you have a matching parent node and a matching child node, both the parent and child nodes are displayed. Use the Filter tab in the Customization Wizard to apply the filter for the Service field. You can now control what is displayed for the Service field even in the tree view. BMC Service Desk Express

18 What's new and modified Ability to apply a template for existing records in BMC Service Desk Express You can now select and apply a template for existing incidents. The Select Template and Apply template options are enabled in both Incident Create and Incident update mode. When you apply templates for existing incidents, the template data overwrites the existing incident data and creates the associated Work Orders. NOTE This ability is available only for BMC Service Desk Express and not for Self Service. Ability to modify the font of the Static text as Bold by using CSBR Format Form action You can now modify the font of the Static text in the forms as Bold by using CSBR Format Form action. To apply the Bold label for the static text, use the Format Form action in the CSBR Customization Actions tab. This is applicable for both out-of-the-box forms and customized forms. This is also available for Self Service. For more information about how to create a CSBR, refer to the BMC Service Desk Express Client Side Business Rules Administrator s Guide. FIPS compliance (Publication 140-2) BMC Service Desk Express uses Federal Information Processing Standard (FIPS) compliant cryptographic algorithms. You can turn on the FIPS setting on the Windows server. This compliance is limited only to the application functionality and not extended to the data at rest. For more information, see the following KB article: viewdoc.jsp?remedy=1&doc=20808&user=self%20help Modifications to the out-of-the-box Administrator navigator bar The following changes have been made to the out-of-the-box Administrator navigator bar:! Removed Purchasing Actions from the List Administration header.! Removed Purchasing Status from the List Administration header.! Removed CI Actions from the List Administration header.! Moved Change Management Status under Change Management header. 22 Release Notes

19 What's new and modified! Added Country form under List Administration header.! Added Roles form under System Administration header.! Added a new Release Management header and added Releases form under Release Management header. Ability to put a hyperlink on the Self Service custom form You can now create a toolbar icon that is used to launch a browser and view a website address if a properly formatted URL address is typed in a field on a form. A new Insert option has been added to the Self Service Customization Wizard. Ability to attach a file before creating a record in Self Service (RFC 1873) You can now attach a file before creating a record in Self Service (Incidents, Service Requests, or Purchase Requests). Earlier, you could not add an attachment until after you have saved the record by clicking Submit. Ability to add details record for Incident (RFC 2818) You can now add details for incidents in Self Service. To enable the users to add details, select the Enable User To Add Details check box in the Other Configuration area of the Defaults tab in the Self Service Administration > Self Service Settings window. However, this option is selected by default. For more information about adding details to the incidents, see the BMC Service Desk Express Self Service Administrator s Guide. Integration of RightAnswers knowledge search portal with BMC Service Desk Express and Self Service Miscellaneous RightAnswers is a knowledge management tool that makes it easy to create, manage, securely store and share knowledge across departments. The RightAnswers knowledge base can be used in BMC Service Desk Express and Self Service. For more information about configuring and integrating RightAnswers with BMC Service Desk Express, see BMC Service Desk Express Administrator s Guide.! In the Style and Objects toolbar in customization, the Labels insert option has been removed and the items under Label options have been added to the Control insert option. BMC Service Desk Express

20 What's new and modified Added support! New advanced feature for record locking. When two users attempt to update and save a record simultaneously, the second user cannot make any modifications and the following error message appears: Record has been updated by another user. Refetch and try again. To use the this feature, you must add the CSF_Advanced_Record_Locking CSF Flag in NAMSYSPROPERTIES table and set the value as 1. For more information about record locking, see BMC Service Desk Express Administrator s Guide.! The right-click context menus in the CI explorer have been removed and are replaced with hyper links at the top. The details section (in the left bar) are hyper links and clicking the links open the corresponding record. The links present in the details section changes according to the context of the selected node. This is applicable for both Internet Explorer and Firefox. BMC Service Desk Express 10.2 supports the following:! BMC ProactiveNet , 8.5! BMC BladeLogic Client Automation 8.2! BMC Performance Manager , 2.8.5! Bomgar TM , , ! RightAnswer 6.3.1! Apple Safari ( ) (For Self Service only)! Mozilla Firefox 12.0 (For support staff interface and Self Service)! Internet Explorer 9.0! Microsoft.NET 4.0 Discontinued support! Microsoft.NET 2.0 Service Pack 2! Microsoft Windows 7 Service Pack 1! Microsoft SQL Server 2008 Release 2 Express Edition (x86, x64)! Microsoft System Center Configuration Manager 2007 Release 3! Microsoft System Center Operations Manager 2007 Service Pack 2 BMC Service Desk Express 10.2 and later does not support the following:! NetSend Messenger Service will not be available for new installation of BMC Service Desk Express. However, for using the NetSend feature in the Microsoft Windows 2003 operating system, see the following KB article: viewdoc.jsp?remedy=1&doc=24625&user=self%20help 24 Release Notes

21 Corrected issues Corrected issues! System Checker and DB Checker! Installing SQL Server Express during BMC Service Desk Express installation! Category multi-level popup window! Internet Explorer 7.0! Firefox 7.0, 8.0 (For Self Service only)! Microsoft SQL Server 2005 Service Pack 3 Enterprise Edition (x86, x64)! Microsoft Windows XP Professional Service Pack 2! BMC Performance Manager 2.7! BMC Knowledge Management Express ! VMWare Workstation ! Microsoft.NET 2.0 Service Pack 1! Bomgar Table 1-4 describes the problems that were reported earlier and were corrected in this version. Table 1-4: Corrected issues (Sheet 1 of 5) Defect Case Description You were unable to use HTML code in displaying static texts. For example, you could not specify <U> and </U> tags to underline text in a Note field , When you executed a QuickView query based on the Subject ID field where closed parenthesis was not present in the value of the Category field, you received the following error message in the Chart tab of the QuickView: Bad PCScript Error: String Index out of range: -60 Example of a category field without closed parenthesis: (NEWPC ITPL The substring expression for CSBR was not correct in the Online Help and documentation Help , Multiple users could update records simultaneously, resulting in unexpected loss of data. The record locking feature was not working as expected. Note: You must add the CSF_Advanced_Record_Locking CSF flag in NAMSYSPROPERTIES table and set the value as In CSBR, when you formatted a tooltip with a text that contained < and > characters and saved the CSBR twice, the Format form CSBR was corrupted resulting in a blank CSBR form. Server Error in '/SDE' Application A potentially dangerous Request. Form value was detected from Client (ARowDetails = "...36~^Enter <clientid> for ####T..." BMC Service Desk Express

22 Corrected issues Table 1-4: Corrected issues (Sheet 2 of 5) Defect Case Description , After setting up Push Service in BMC Service Desk Express, the Push Service could not connect and you received the following error message: vbscript error : Push Service Connect Failed In the Notification form, if you set the value of the Address field using a expression builder as multiple address fields separated by a semicolon, no notifications were sent to the addresses and you received the following error message: mlogicnotification Create Exception: The specified address is currently not supported. For example, {TR, New_ }; {TR,Client } While creating a Change Request record, when you tried to change the Start Date to 12:00:00 AM manually, you received an error message If you executed a CSBR that populated the Impact ID field if the value of the Impact ID field was blank while saving the Incident, the Impact ID field was not populated and other check box values in the tab sections of the Incident form were cleared , When you configured SSL for BMC Service Desk Express and tried to log in as an user assigned to a single group, the secured site was redirected to a HTTP site. However, this worked as expected for users assigned to multiple groups When you created a Client record with set the value of the Last Name field as NULL and saved the record, the value of the Last Name field was deleted automatically The Self Service Home tab concatenated the Tool Tips (Tips) for each tab and displayed them as one tooltip. During concatenation, there was no space between the tooltips in the Self Service Home tab , In Self Service, when you opened a custom Incident form that contained the Urgency ID field, and clicked on the Urgency ID field, the Urgency popup was displayed with the Urgency ID and Duration columns instead of the Urgency ID and Urgency Description columns If you created a CSBR with the following condition, the CSBR was not executed even when the conditions were met.! Event: On Data Change! Occurs for field: Login ID Assigned To! In module: Incident , The TAB and ENTER key functionality was not consistent in BMC Service Desk Express application The For Client option in the Open Incidents menu in an Incident form for a particular Client ID displayed incorrect results , , , , , , , The Auto Close feature was not consistent for BMC Service Desk Express forms. For example, when you created a change record, and saved a new Work Order record, the Work Order form was not closed. However, when you saved a new Change assessment record by using the same Change form as mentioned earlier, the Change Assessment form was closed automatically and the focus returned to the parent Change form. When you created a custom field in a custom module and added the custom field to the Self Service Incident form as a mandatory virtual field, you were able to save the custom Incident form even though the required custom field was blank. 26 Release Notes

23 Corrected issues Table 1-4: Corrected issues (Sheet 3 of 5) Defect Case Description When you tried to upgrade from BMC Service Desk Express 9.8 to BMC Service Desk Express 10 in the following scenario, where, the database server and web server are two different computers, you received an error message.! You upgraded the database server from 9.8 to 10.0.! You upgraded the database server from 10.0 to ! You tried to upgrade the web server from 9.8 to In Self Service customization, the background color was displayed inconsistently , The filter and sort feature in a popup window was not working as expected. For example, if you set the current criteria as Client ID like 'a', the system sometimes retrieved records that contained 'a' and sometimes retrieved records starting with 'a' When you added a Print Preview button to a custom form, modified the image, and saved the form, and opened the custom form, the Print Preview button displayed the original image instead of the new modified image There was no detailed information in documentation about linking surveys to a module in non-work hours When you executed a QuickView in which one of the columns displayed name that contained % character, and clicked the Print Preview button, an empty page was displayed in the print preview and you received the following error message: The uri to be decoded is not a valid encoding utility You could not create a new calculated field by using nvarchar(max) and you received the following error message: VBScript message Use Test to validate the formula first The Service module popup window was not available for Self Service customization. Note: You must add the CSF_EnableSSDPopUpCustomization CSF flag in NAMSYSPROPERTIES table and set the value as There was an incorrect example in the documentation, that you could search based on the Datetime fields for Open Date and Close date using a range In BMC Service Desk Express 10.1, new icons were not displayed and the forms were displayed in new windows instead of new tabs. The new user interface did not appear in the following forms:! Holidays! Lock Configuration! Work Schedules! Application Administration! Service Desk Express Surveys! Dashboard Rights! Work Order Status Progression! Incident Types , In the Setting up configurations section in the online help, CI assembly was not mentioned, thus, created a confusion between CI Assembly and Configuration Item Assembly. BMC Service Desk Express

24 Corrected issues Table 1-4: Corrected issues (Sheet 4 of 5) Defect Case Description In Self Service, when you modified the font size of a field, the font size of the field was reverted back to the default size if any other property for the same field was modified In the Find All popup window, you could not use % symbol in the filter criteria even if the CSF_QVCondition Filter For LIKE Operator CSF flag was present , There was no documentation about the Software License Compliance form and its usage When you selected the Evaluation option in BMC Service Desk Express 10.1 Beta, new user interface was not displayed The Remember my Search Settings feature did not work as expected when the value of any text field contained the % symbol You could not update the Time Zone settings and you received the following error message: Acces to the path: C:\Program files\bmc\service desk express\apllication server\popchart\isapi\ctredirector.cfg is denied The Views button was missing in the QuickView window that was to change the QuickViews filters. You could not expand your QuickViews, or view it in one, two, or three panes , In BMC Service Desk Express 10.1, when you customized a form, the alignment of the text of Boolean fields was to the right. There were alignment issues for existing forms that were created in previous versions of BMC Service Desk Express (for example, 10.0). Note: This is the expected behavior. For more information, see BMC Service Desk Express Administrator s Guide There was an incorrect documentation that you could change the color of the header in popup windows ,145360, You could not add more than 2000 characters for external links and you received the following error message: Unable to add more external links on the navigator bar There was an incorrect documentation about adding multiple change approvers and assessors While installing BMC Service Desk Express, when you tried to create a database that started with an uppercase Z letter, you received an error message There was no Show Record details link in the detail section of the Configuration Items form There was less information in documentation about the Solution check box in the Knowledge search settings window If you tried to log in to BMC Service Desk Express as user A and logged out and log in again as user B, then you were logged in as user A instead of user B. This happened only if you are using the Internet Explorer 9.0 web browser The column headers for the reports were not displayed. 28 Release Notes

25 Corrected issues Table 1-4: Corrected issues (Sheet 5 of 5) Defect Case Description When there were no rows to be displayed, the System Message Monitor window was blank The 'Ability to apply template for existing records in BMC Service Desk Express' feature did not work if you used Internet Explorer 7 or Internet Explorer 8. However, this was working as expected for Firefox web browser. BMC Service Desk Express

26 Known issues Known issues Table 1-5: Known issues (Sheet 1 of 9) Table 1-5 describes the issues that remain open in this release of BMC Service Desk Express. Issue Description Issues related to Firefox If you are using Firefox 10 browser and launch forms that contain sections tabs (for example, Incident ITIL and APM forms), the user interface might be distorted and not displayed as expected If you are using Firefox and launch the out-of-the-box forms that contain Select from popup window or calendar icons (for example, Impact and Type fields), the interface might appear slightly different. For example, the Select from popup icons might shift their positions and appear in the next line In Firefox 11.0, the maximize and minimize buttons might not be visible as expected when you click them in the searched result of external documents of Self Service knowledge tool. Workaround: Resize the window. The maximize and minimize buttons will be visible In Firefox, when you do not select the Tools > Options > Tabs > Open new windows in a tab instead option, the Launch Display Link button does not work as expected. Workaround: Select the Tools > Options > Tabs > Open new windows in a tab instead option in the menu bar , In Firefox, when you try to select a Date/Time field in the following scenarios, you can not select any date by using the calendar option that is adjacent to the Value field:! from the Field list in the Advanced Conditions tab of the QuickViews Wizard! in a customized form Workaround: Enter the date manually In Firefox, when you perform the following steps, you might not get the expected result: 1 Create a CI Item and select Serial # and Asset #. 2 In the Purchase Request form, add a new purchase item. 3 Select the CI Type created in the first step. Enter ordered quantity as more than 1 (for example, 3). 4 Select Receive purchase Item. 5 If you skip any item by clicking the Skip Item button, the next form opens but the skipped item form remains open instead of being closed. 30 Release Notes

27 Known issues Table 1-5: Known issues (Sheet 2 of 9) Issue Description General issues If you log in to BMC Service Desk Express from one browser (Internet Explorer or Firefox) window as Administrator and from another Internet Explorer browser window as Staff and refresh the Staff session, the Staff session is converted to an Administrator session. Workaround: When you log in to BMC Service Desk Express and want to use more than one browser window, you must perform the following steps:! For Internet Explorer: Open a new Internet Explorer window by selecting File > New Session in the Internet Explorer menu.! For Firefox: 1 Create a new profile by performing the following steps:! Go to Start > Run.! Enter firefox.exe -p. 2 Set an environment variable by performing the following steps:! Go to Control Panel > System > Advanced > Environment Variables.! Click New in the System Variables section.! Enter the following values: Variable Name - OZ_NO_REMOTE and Variable Value - 1! Click OK.! Click OK.! Click OK. 3 Create two shortcuts for Firefox to launch the browser with a different profile. The target in the shortcut properties should look like the following: Target: "C:\Program Files\Mozilla Firefox\firefox.exe" -p "profile name" 4 Launch two Firefox browsers with different profiles, session states of the different profiles are maintained If you create a CSBR to be executed on the Save event (for example, the CSBR contained the message Display message if staff save incident with blank "Assigned To" field ), the CSBR is executed even when you select the Save button and select the Clear Assigned To (T) option from the Assign To menu in the Incident form. The record is saved on Assign To or Clear Assign To only if the Save Assign To flag is set for the logged in staff in Staff permissions page When you try to execute a business rule that uses a DB lookup or MATH statement to retrieve Work Schedule information, you receive the following error message: An expression {0} could not be converted. Please ensure that you are using compatible data types in your Business Rule. Workaround: Instead of the database statement, you must add the following MATH statement in the Work schedule field of the Schedule tab of the BR: {MATH, (select b.sequence from _SMDBA_._SLA_ a, dbo.holidayset b where a.sla_id = '{TR,SLA ID}' and a.schedule = b.name)} BMC Service Desk Express

28 Known issues Table 1-5: Known issues (Sheet 3 of 9) Issue Description If you create a Quick Ticket Template to be used in Self Service, and did not make the Category ID available for Self Service in Self Service settings, the Category ID is still populated when you create an incident in Self Service by using the same Quick Ticket Template In a QuickView for incidents that contains Arabic language, when you use the Export QuickView results to a CSV/PDF file option, the results in the PDF or spreadsheet might not display correctly If multiple business rule job processors are running, the scheduled mail listen rule might not be able to add attachments from an inbound message and attach it to an incident or work order If you set the default value of NOCOUNT option as ON for the BMC Service Desk Express SQL server database, the application might not work as expected. You might not be able to login to the application You can not open a file that is added as an attachment to an outbound conversation if the file name is in Russian language When you try to generate a Print Preview report for a Work Order record by using the out-of-the-box form, you might receive the following error message: 'otop.frames.1.frames.frmtab.strviewname' is null or not an object While using JAWS 12, you might encounter issues in the following areas in BMC Service Desk Express:! QuickViews! Dashboard Note: Due to compatibility issues between Silverlight objects and JAWS 12, JAWS 12 might not work as expected with Silverlight objects In SSRS reports that contain the date field as a filter, the Calender popup window might not be displayed on Apple Safari browser. For more information, see the following website: ms251673%28v=vs.80%29.aspx When you create a new incident from the Incident Monitor, the Standard Description and the Standard Resolution fields that are attached to the selected Category does not populate the Incident Description and Incident Resolution fields correctly When you create a support action where the Track Time, Notes Window, and Modify Window fields are selected, and then create a Problem, Change, or Whiteboard record, and add the newly created support action, the value of the Duration field might not be calculated correctly. You might not receive the following message: Duration must be greater that 00:00: If you use BMC Service Desk Express on an Oracle database, the ISWORKTIME function does not work as expected When you customize a form and save the custom form, and then select the Reset button from the Style and Objects toolbar, you receive a different form instead of the out-of-thebox default form. 32 Release Notes