FrontRange Solutions IT Service Management ITSM Patch Release Notes Copyright 2011

Transcription

1 FrontRange Solutions IT Service Management ITSM Patch Release Notes Copyright 2011

2 Table of Contents ITSM Patch issues... 1 Installing ITSM Patch... 1 Known Issues with workaround... 2 Silent Installation Instructions... 3 Configuring ITSM Application to work with SSL... 5 Copyright 2011 FrontRange Solutions USA Inc. All Rights Reserved. GoldMine, HEAT and other FrontRange Solutions products, brands and trademarks are property of FrontRange Solutions USA Inc. and/or its affiliates in the United States and/or other countries. Other products, brands and trademarks are property of their respective owners/companies. 2

3 ITSM Patch Release Notes ITSM Release Version Patch includes: - German & French Translation updates for application resources - Updated demo database with German & French translation updates (for new customers) - Critical issues raised by customers. ITSM Patch issue fixes Issue Title Cannot drill into related object grid Associated Item Selector on child tab is greyed out Search with object matching returns poorly matched results. ie The results do not appear to return Most relevant matches, but first 10 matches Cannot create "Compare" fud HTML formatting broken via workflow Logical fields are not printed Import Business Objects from CSV with Update requires valid RecID Internet Explorer Form action opens full screen Workflow not working where customer has deleted a schedule for which a scheduled workflow is configured Object matching does not work when record is created from a Template Cannot use scroll bar on CI tab grid from Customer object when there are many CI objects Attachments updated when record in final state XML Importer keeps creating duplicate child records when using ad-hoc relationship Installing ITSM Patch NOTE: ITSM Patch (version Build 166) can be installed on top of: - ITSM Gold (version Build 127) Installing patch on the application server 1. We highly recommend that customers take a backup image of current Applications Server before starting the patch upgrade process Note: If you experience any unexpected interruptions or unexpected behavior during the install or upgrade process, we recommend that you restore the original image on the application server. Client machines must be uninstalled and reinstalled with the previous version. 2. Shut down the FrontRange Messaging Service. 3. Shut down the FrontRange Scheduler Service. 4. Shut down the FrontRange License Authentication Server. 5. Install Server-ITSM-Enterprise-v Patch.exe. 6. During the server install of FrontRange Service Catalog, if a pop-up message occurs stating that You must restart your system. Please click No, and the installation will continue normally. (This is not common, but can happen in certain circumstances.) 1

4 7. At the end of the installation, the installer will prompt user that System will need to be restarted. 8. Go into Services to make sure the following services are started and automatic (please start them if necessary): Make sure FrontRange License Authentication Server is started Make sure FrontRange Solution Scheduler Service is started. Make sure FrontRange Solution Escalation Engine is started. Make sure FrontRange Solution Workflow Engine is started. Make sure FrontRange Messaging Service is started. Installing patch on client machines Install Client-ITSM-Enterprise-v Patch.exe on all the client machines that use Smart client For Click Once clients The following folder will need to be deleted on each client pc using Click Once on Windows 7, and Vista. ' %UserProfile% \AppData\Local\IsolatedStorage '%UserProfile%\AppData\Local\Apps\2.0' On Windows XP C:\Documents and Settings\USERNAME\Local Settings\Application Data\IsolatedStorage C:\Documents and Settings\USERNAME\Local Settings\Apps\2.0 Known Issues with workaround Issue: (ITSM 7.0.0/7.0.1/7.0.2): Fusion Messaging service gets license errors after rebooting machine on virtual environment After installing /7.0.1/7.0.2, rebooting the machine, and restarting Fusion Messaging service, you get license error for available server count error. This error only happens in Virtual environment. Steps to reproduce: 1. After Installing the FRS Server, reboot the machine. 2. Once the machine is ready, restart the FrontRange Fusion Messaging service. 3. Check in the event log. There should be an error from License server about trying to exceed the available server count. Workaround steps: 1. Right click FrontRange Fusion Messaging Service and open up the properties page. 2. The startup type would be set to Automatic by default. Change this to Automatic (Delayed). 3. Right click FrontRange Job Scheduler Service and open up the properties page. 4. The startup type would be set to Automatic by default. Change this to Automatic (Delayed). 5. Reboot the machine. Issue (7.0.0/7.0.1/7.0.2 Demo Database): State field does not populate correctly with File Listener. The addressstate field is dependent on the country field to be set first. Even though the ordering of these fields is correct in the file listener xml, it gets processed differently. The workaround here is to remove the constraint related to country on the addressstate field Issue (7.0.0/7.0.1/7.0.2 Demo Database): Localized fields CSV mapping error in Import Business Objects from CSV Quick Action. When editing the Import Business Objects from CSV Quick Action, mapping a field expression such as [CSV:1] onto a localized Business Object field, the error Field Does Not Exist occurs. The workaround is to create a new Definition Set, navigate to field properties and disable Localized under the Advanced tab for that field. 2

5 Issue (7.0.0/7.0.1/7.0.2 Demo Database): Incorrect Key default set for Field Mappings in Import Business Objects from CSV. When editing the Import Business Objects from CSV Quick Action, the Key field, if not specified by the User, is always set to Yes, when the correct default should be that it is always set to No. The workaround is to always use the dropdown in the Key field column to explicitly select Yes or No for Key (see below screen shot): Silent Installation Instructions The current setup for client and server consists of a setup launcher containing server msp and client msp files. There are several ways to run a silent install. For users wanting to push the software or use other auto deploy methods, the best way is just to unpack the setup launcher and run the.msp files. Unpacking the launcher. 1. Double click the setup. 2. Follow the installer steps until you get to the Ready to Install screen 3

6 3. On the Ready to Install screen, do NOT click next or OK. 4. Go to the directory it unpacked to C:\%UserProfile%\AppData\Local\Temp\{28B75D7C-78C5-468E-AE B62325F0}\{4DED73E5-0A92-4BC1-9BE6- A300E59F971C} for server or C:\ %UserProfile%\AppData\Local\Temp\{356BF3DB-194D-4E38-95D8-D60EB0239B48}\{C853DCFF-33AB-49E7-93F0-0E54EB399795} NOTE : this directory will depend on your system For example C:\ %UserProfile%\\AppData\Local\Temp\{28B75D7C-78C5-468E-AE B62325F0}\{4DED73E5-0A92-4BC1-9BE6-A300E59F971C} For the server installer, you can see the multiple.msp files. This is what you will need Once you have files, cancel the setup Running the.msp silently Running windows installer packages silently is well documented. You can simply run the following command Msiexec /p [Path]\Client-ITSM701-Hotfix2.msp /qb if you want to see the installer or Msiexec /p [Path]\Client-ITSM701-Hotfix2.msp /qn if you don t want the user interface. For example msiexec /p C:\ %UserProfile%\Desktop\patch\FrontrangeServiceCatalog.msp /qb (or /qn) msiexec /p C:\ %UserProfile%\Desktop\patch\Server-ITSM701-Hotfix1.msp /qb (or /qn) msiexec /p C:\ %UserProfile%\Desktop\patch\Server-ITSM701-Hotfix2.msp /qb (or /qn) On the Client side: Perform the same steps. There are 2.msp files. msiexec /p C:\ %UserProfile%\Desktop\Client-ITSM701-Hotfix1.msp /qb (or /qn) 4

7 msiexec /p C:\ %UserProfile%\Desktop\Client-ITSM701-Hotfix2.msp /qb(or/qn) Alternatives 1. Give the client the all 5.msp files 2. Create a response file for the launcher, documented here Run the setup giving it the response file Setup.exe /s /f1"c:\temp\setup.iss" 3. Use an unpacking tool to unpack the.msp for example the universal extractor at Configuring ITSM Application to work with SSL Overview Out-of-the-box the ITSM application is configured to have its server side components (Application Server) hosted in the Internet Information Server (IIS), with client application connecting to the Application Server via HTTP protocol. The ITSM application can also be configured to use Secure Socket Layer (SSL), which allows client and Application Server communicate using HTTPS protocol. This document describes the configuration changes that are required to run the ITSM over SSL. Supported configuration for ITSM application ITSM application can be setup to use one of the following configurations for client to server communication: Configuration Description 1. HTTP Client and Application Server communicate using HTTP protocol. 2. HTTP, HTTPS enabled Client and Application Server communicate using either HTTP or HTTPS protocol. 3. HTTPS required Client and Application Server communicate using only the HTTPS protocol. Note: SSL Certificate is required in order to set this up. Make SSL Required IIS can be configured to require an SSL connection. Many organizations choose this configuration to ensure data is secured when in transport. See the screenshot below of the IIS management application. Please note that IIS provides the facility to require SSL at the virtual directory level or site wide. A site wide configuration is recommended to ensure all communication is secured. 5

8 Fig 1.0 SSL required configuration for ITSM Application Server Update Self Service URL in ITSM Administrator configuration file When a definition set is committed ITSM Administrator has an option to convert the definition changes and update the Selfservice definitions. A Web Service is used to communicate with SelfService to accomplish this task. Therefore the configuration information about the web service needs to be updated in AdminLoader.exe.config file. Following two changes are required: 1. The <security> section needs to be updated from <security mode="none"> To <security mode="transport"> 2. The address entry in the <endpoint> section needs to use https instead of http, here is an example. <endpoint address= > Update Service Catalog URL in the Application Server s Web.Config (only if Service Catalog module is used) When the ITSM application is configured to use Service Catalog module then following configuration changes are needed: 1. ITSM Application Server configuration needs to be updated. This configuration is maintained in a web.config file inside the ServiceManagement directory. The Service Catalog module uses a web service which needs to be updated. The <SaaSServiceCatalogWSAddress > section needs to be updated to use https instead of http. Since SSL is bound to a domain name replace the localhost in the URL with a fully qualified server name/domain name. Here is an example. <add key="saasservicecatalogwsaddress" value=" qualifield servername>/selfservice/servicecatalog/services/servicecatalogapi.asmx"/> 6

9 2. Self-service configuration needs to be updated. This configuration is maintained in a web.config file under ServiceManagement/SelfService. Self-service restrict access to its resources by IP address. Access for the localhost is enabled out-of-the-box. The allowed IP address list is maintained in the web.config file, here is an example <add key="allowedips" value=" ,::1 " /> Add the IPV4 and IPV6 addresses for the server hosting the ITSM Application to the list of allowed addresses. <add key="allowedips" value=" , ,::1,fe80::64e3:61ac:efa5:bb01%11" /> Enabling SSL connection on the client side The client connection wizard provides an option to enable a SSL connection to the Application Sever. Selecting the Secure Connection (Use Secure Socket Layer) checkbox enables an SSL based connection between a Client and the Application Server. Refer Fig 2.0 Fig 2.0 Connection Wizard Click-Once over SSL When users launch the Click-Once application from an HTTPS address, they will automatically be connected to the application server using SSL. 7