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

21 Corrected issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 10 of 11) Defect Case Description When you upgraded to BMC Service Desk Express, business rules that used the SMTP form to send an notification did not work as expected and you received the following error message: object reference not set to an instance of an object In Business Rules manager, the width of the Sequence column for each business rule was not as expected When you assigned more than one CI Assembly to a specific client record and tried to use the same client record while creating an incident, the CI Assembly window appeared. Note: You must add the CSF_NOT_DISPLAY_CIASSEMBLY_POPUP_SSHD CSF flag in NAMSYSPROPERTIES table and set the value as CSBRs were not executed as expected and you received the following error message at the bottom of the form: Object doesn't support this property or method The business rule manager window was not displayed correctly. You could not resize the window. Also, the horizontal scroll bar was not displayed as expected When the client first name or the last name contained an apostrophe ( ), the Name (full name) field was not populated as expected When you launched the Change Details form as a new form from a CSBR, the form appeared in the background behind the current form When you opened an existing incident and selected the list view for Category field, only the existing record was displayed instead of all the available results When you modified the Work Order Detail form from the QuickView list, and clicked Save, the records were not saved and you received an error message When you created an incident from Incident Monitor by selecting a Quick Ticket Template where Category ID was prepopulated, and you tried to create another incident without using a Quick Ticket Template, the earlier Category ID was still populated in the new Incident form , , , During the calculation of the due date, Stop Clock timings were not considered as expected The spell checker could modify read-only and virtual fields When you used {TR, Login ID Assigned To} condition in a business rule and logged into the application as a staff member that had a Staff ID in an format, the address was read as %ED40rBMC.com instead of [email protected] When you used group names in a Math statements, the spaces in the group names were replaced by % In DB Admin, the Add/Drop fields from Group option took more than 30 minutes to retrieve data from the database When you created two purchase requests, and tried to add Standard CI Assemblies and Actions or Status to the second Purchase Request, the Standard CI Assemblies and Actions or Status were added to the first Purchase Request instead of the second one. BMC Service Desk Express

22 Known issues Table 4: Issues corrected in BMC Service Desk Express (Sheet 11 of 11) Defect Case Description When you manually typed in the group name in the Prompt at Runtime QuickView condition, you received the following message: No records found This happened only if the group record was linked to a parent group When you tried to link CIs, you received the following script error message: Object doesn t support this property or method You could not create or modify existing Quick Ticket Templates if the Recurring ID field contained more than 25 characters and you received the following error message: 'Recurring ID' cannot exceed 25 characters 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 , The Integration Engine service stopped responding and was not working as expected after 3 hours A Work Order was not created as expected by a mail listen rule if the message contained HTML instead of plain text 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. Known issues Table 5: Known issues (Sheet 1 of 11) Issue The following table lists the issues that remain open in this release of BMC Service Desk Express. 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 might not be displayed as expected If you are using Firefox browser and launch the out-of-the-box forms that contain Select from pop-up window or calendar icons (for example, Impact and Type fields), the interface might appear slightly different. For example, the Select from pop-up icons might shift their positions and appear on the next line In Firefox 11.0 browser, the Maximize and Minimize buttons might not be visible as expected when you click them in the search results of external documents in the Self Service knowledge tool. Workaround: Resize the window. The Maximize and Minimize buttons will be visible. 22 Release Notes

23 Known issues Table 5: Known issues (Sheet 2 of 11) Issue Description 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 browser, when you try to select a Date/Time field in the following scenarios, you cannot 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 browser, when you perform the following steps, you might not get the expected result: 1 Create a CI item type 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. BMC Service Desk Express

24 Known issues Table 5: Known issues (Sheet 3 of 11) 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, and then click OK two more times. 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. For Chrome 1 In the Chrome toolbar, click. 2 From the menu, click New incognito window. A new window opens and you can continue browsing as normal in the other browser window. To open an incognito window using the keyboard, press Ctrl+Shift+N If you create a CSBR to be executed on the Save event (for example, if the CSBR contains the message Display message if staff save incident with blank "Assigned To" field), the CSBR is executed even when you click Save 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 logged-on staff on the Staff Permissions page. 24 Release Notes

25 Known issues Table 5: Known issues (Sheet 4 of 11) Issue Description 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 on the Schedule tab of the business rule: {MATH, (select b.sequence from _SMDBA_._SLA_ a, dbo.holidayset b where a.sla_id = '{TR,SLA ID}' and a.schedule = b.name)} If you create a Quick Ticket Template to be used in Self Service, and d0 not make the Category ID field available for Self Service in Self Service settings, the Category ID field is still populated when you create an incident in Self Service by using the same Quick Ticket Template In a QuickView for incidents that contain 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 log on to the application You cannot 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 pop-up window might not be displayed on the 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 do not populate the Incident Description and Incident Resolution fields correctly. BMC Service Desk Express

26 Known issues Table 5: Known issues (Sheet 5 of 11) Issue Description 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. However, you do not receive the following message to alert you to the problem: Duration must be greater than 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 click Reset from the Style and Objects toolbar, you receive a different form instead of the out-of-the-box form You might not be able to save a form if the Description field contains more than 100 K of data. You might receive the following error message: [Microsoft][ODBC SQL Server Driver][SQL Server]The text, ntext, or image pointer value conflicts with the column name specified When the Time zone or Group fields on the work schedule link form do not contain any values, you might receive a database error message. This is applicable only for Oracle environments If you click Cancel in an OK/Cancel message box, BMC Service Desk Express behaves as if the OK is clicked You cannot remove a report from the Report category in the Report Config tool If you are a part of a lightweight group, the Do Not allow the Incident to be closed when a Work Order linked to it is open option does not work as expected You might receive the following error message when installing Web Services: Could not set service access permissions for ASP.NET user account When you set the Default Dashboard as unshared, the Save Dashboard icon is disabled for all non system administrative users If you use BMC Service Desk Express on an Oracle database and you execute an out-ofthe-box predefined report, you might receive an error message. Workaround: Modify the predefined query of the out-of-the-box report in the report server In Self Service navigator bar customization, if there are two custom forms, and you assign a print preview report to one of the forms, the same print preview report is assigned to both forms When you select the Modify option in the installation screen, and then select all components except the Integration Engine server, you cannot log in to the Integration Console. You might receive an error message. Workaround: 1 Run the installer. 2 Select the Modify option. 3 Select Integration Engine. 4 Complete the installation. 26 Release Notes

27 Known issues Table 5: Known issues (Sheet 6 of 11) Issue Description When you save an existing support request that is already linked to a problem, you might receive the following error message: Error: uncaught exception: [Exception... "Component returned failure code: 0x (NS_ERROR_FAILURE)" However, if you receive the error message in the error console, there is no issue with the functionality When you try to add a Configuration Item (CI) from stock on the Configuration tab of the details section in CI Assembly form, you might receive the following error message: Message: Object doesn't support property or method 'SelectSingleNodeObject' Workaround: Select a record and click Assign When you try to export an XML file by clicking the Export button in a SSRS report, you might receive the following error message: Server Error in '/SDE' Application. For more information about this error navigate to the report server on the local server machine, or enable remote errors Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code In form customization, when you add tabs, and add fields to the tabs, a black box might display unexpectedly When you use the Google Chrome browser, for SQL Service Reporting Services configured for BMC Service Desk Express, if you try to generate a report contains a date parameter, the calender icon does not allow you to select the date. Workaround: Add the date to Date field manually When you use the Google Chrome browser and if you open an attachment from the Incident Details section, then the attachment opens in a small window. Workaround: Press Ctrl and click the attachment to open the attachment in the same window. To download the attachment, perform the following steps. 1 On the Chrome tool bar, click Menu. 2 Select Settings. 3 Click Show advanced settings and navigate to the Downloads section. 4 Select the Ask where to save each file before downloading check box. None Discussion Forum does not work for BMC Service Desk Express None When the detail section is hidden, and you perform an action that opens another window or dialog box, you might receive an error message. Workaround: Click the Show Record Details link and perform the desired action. BMC Service Desk Express

28 Known issues Table 5: Known issues (Sheet 7 of 11) Issue Description Known issues from version 10.1 of BMC Service Desk Express You cannot map the Source and Target fields while creating or updating the Integration Engine package due to browser security settings. Workaround: 1 On the Internet Explorer menu bar, select Tools > Internet Options to display the Internet Options window. 2 Click the Security tab. 3 In the Security level for this zone section, click Custom Level to display the Security Settings window. 4 In the Settings section, click the Allow paste operations via script or Enable Programmatic keyboard access option When you create a package in the Integration Engine by using Web Services as the adapter, and then try to resize a field in the Web method parameters, the content disappears BMC Service Desk Express does not support consuming Web Services that return an object with an Abstract Class type BMC Service Desk Express does not support consuming Web Services that return nested data types If you upgrade to BMC Service Desk Express and then you double-click an OUT or IN record, the record opens in the Conversation form. However, if the OUT or IN record is created in an earlier version of BMC Service Desk Express, the record opens in the Audit Note window When creating a template, you cannot navigate through the Template link menu by using the keyboard If you restart your computer during installation (if required), after restarting, the installation starts from the beginning and not from the point at which it stopped On the Web Services Manager and Web Services Adapter screens, the default radio button state for Web Services Security and Transport Security is reset when you navigate between the tabs Text formatting in Microsoft Outlook meeting requests and tasks is changed, depending on your Exchange Server configuration You cannot access or edit existing UNIQUE constraints by using the DB Admin utility. Workaround: Do not create or modify an index with a UNIQUE constraint by using this utility If you install SCOM Connector Service on Oracle 10g 64-bit clients on Windows 2008, you receive the following error message: Invalid Database or server unavailable BMC Service Desk Express does not support double (nested) database lookups in a business rule If you use dates with the MATH statement in a business rule, you might not receive the requested output, depending on your regional settings If a business rule is configured to be triggered by another business rule, no action is performed unless all the required data is present The JAWS screen reader does not correctly read the names of the buttons and fields on the Change Request, Change Assessment, and Change Schedule forms. 28 Release Notes

29 Known issues Table 5: Known issues (Sheet 8 of 11) Issue Description If you try to run the Documenter utility, the utility does not execute. The following message is displayed: Windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item. This happens when McAfee Host Intrusion prevention considers the BMC.SDE.Utilities.Documenter.exe file located in the \Tools directory to be malware because of the double extensions in its file name In the forms that have an Actions menu, the Select From Staff window opens, even without you pressing ENTER. This happens only if you use the Tab button to navigate to the Actions menu, and then use the arrow keys to highlight the Staff option. Similarly, the Close Form window opens automatically when you use the keyboard to navigate to the Close option. Also, if you use the Tab button to select and expand the Actions menu, the Tab button remains open even when you click somewhere else on the screen. The Actions menu behaves normally if you use the mouse to access it When you add a work order to a change request, the Change Request form remains in the foreground instead of the Work Order form becoming the active window An Object Reference error is displayed when you modify a foreign key field by using DBAdmin. Workaround: Expand the foreign key field, and then proceed with the modification After the installation process is completed, multiple windows displaying the Setup is Complete message appear You cannot use the netsend function with BMC Service Desk Express on computers running the Windows Server 2008 operating system. The netsend command is not available in the Microsoft Windows Server 2008 operating system The Microsoft Exchange Listen and Microsoft Exchange Notification modules are present in the module list of the Customer Side Business Rules Management window and the DBAdmin application, even though they cannot be customized You might face issues using the Microsoft Exchange integration feature, if you set up BMC Service Desk Express by using the Secure Socket Layer (SSL) protocol or Windows Integrated Authentication (WIA). Workaround: 1 In the IIS Manager, right-click PushNotificationClient.asmx, and then select Properties. 2 In the Secure communications panel of the File Security tab, click Edit. 3 Clear the Require Secure Channel check box. This disables SSL and enables you to use Microsoft Exchange Integration. 4 Perform the same steps for the App_Code directory in the IIS Manager. If you set up BMC Service Desk Express to use WIA, WIA is disabled by default (for PushNotificationClient.asmx and the App_Code directory in the IIS Manager) by the installer If you modify a multi-module query and make it a single-module query, the changes might not be saved correctly. In this case, executing the query results in an error. BMC Service Desk Express

30 Known issues Table 5: Known issues (Sheet 9 of 11) Issue Description BMC Service Desk Express prompts you to apply permissions to all group members even after you select the Apply Permissions To All Group Members check box while copying permissions from one group to another. Permissions are applied to all group members even if you click No If you create a custom module by using DB Admin and then try to replicate the module, the Replicate Module window does not change, and the operation is not carried out If you add a new query to the dashboard and then execute it, the Calendar view does not retrieve or display any query data If you add a custom address field to the Staff form, the , and Route To checkboxes in the Staff Profile window are disabled unless you use the out-of-the-box Address field on the Staff form Clients cannot view department Work Orders and Purchase Request records even if they have department access. This applies to the Self Service application only If you create a service request for a particular client before granting access to a department or company, a blank page is displayed when a user from that department or company tries to access the request When you modify a record from a Custom module in the Self Service application and try to save it, the following error message is displayed: Multiple-Step OLE DB generated Error This only happens if a required field (database, not null field) is placed on the form and you modify the record while that field is empty In multi-module QuickView queries, searches that use an optional filter do not work for the Record Type field If the SMTP service is not installed during the installation, you must manually install and configure SMTP in order to use the mail services In BMC Alignability Process Model (APM), you cannot open a CI record on the CI tab on the Service form that is linked to the Service. Workaround: 1 Open Form customization and open the Service form for modification. 2 Click Tab customization. 3 Select CI Service Links tab from the Link View List list. 4 Click Modify. 5 Select the required form from the Form Name list. 6 Click Save When you toggle between tabs, the cursor position does not appear as expected The Remember Search Settings option does not work as expected for page numbers in the Find All pop-up window Using the Tab key in the Calendar pop-up window does not work as expected When you upgrade the Oracle database, the Create Database option is selected by default instead of the Upgrade Database option The Remember Search Settings option does not work as expected for the Sorted by option in Find All pop-up window When you link incidents to a problem and close the problem record, the business rule is not triggered. You can see the entry in job queue but rule is not executed. 30 Release Notes

31 Known issues Table 5: Known issues (Sheet 10 of 11) Issue Description In the Configuration Items form, when you select the Assign to CI Assembly option in the Action menu and then select a record from the pop-up window, a new tab opens for the selected CI Assembly and does not add an entry on the Service History tab In the Find All pop-up window, if the Client ID field contains double quotation marks, only the part before the quotation marks is visible in the pop-up window When you switch quickly between the tabs for the Client module, you might receive a script error message For a non-english operating system, the float values are appended with.00 in the Details section. For example, the float value of is displayed as When you launch the Work Schedule form, you might receive a script error message During 508 compliance testing of BMC Service Desk Express, each link on the navigator bar is read as Link name mouseover and you cannot use arrows or the tab key to move through the navigator bar links When you open an Incident form for customization, modify the form, and then click the Reset Form button on the toolbar, the form is reset to the Incident (ITIL) form instead of the out-of-the-box Incident form If you clear the Required Field Indicator check box for any field during customization of Notification form and then save, you cannot add the Required Field Indicator check box back to the field QuickView query in a Grid view does not display any records when you are traversing between the Dashboard tab and tabs of other forms. This issue is applicable only for queries that display records spanning more than two pages. For example, the records of the second page of the QuickView result are not displayed in the following scenario: 1 Select a QuickView query in a Grid view that displays records spanning more than two pages. 2 Open an Incident form. 3 Navigate to the Dashboard tab and open the second page of the QuickView result. 4 Go to the Incident tab. 5 Go to the Dashboard tab again. Workaround: Expand or Collapse the filter section to view the records You cannot search incidents by using the Due Date field as the Filter By option if the due date is later than today. This issue occurs only on the Oracle database When you open a QuickView query result in a Calendar Month view, open any other form, and then leave the application idle for minutes, the Calendar view shrinks In QuickViews, when you use a date field (for example, Due Date) in the Optional Filter field, the Filters label displays a garbage value instead of the selected date value When executing CSBRs that have a minimum of two conditions out of which one condition is a date comparison with Null, you might receive script error messages On the Close Incident form, the follow-up date and time is displayed in Coordinated Universal Time (UTC) format instead of the browser date format. None BMC Service Desk Express does not support the consumption of Web Services that return a data set because these Web Services are not well-defined. None When you click the Refresh toolbar button in a browser, all open tabs are closed and the focus returns to the dashboard. BMC Service Desk Express

32 Firefox and Chrome support for nonadministrator users Table 5: Known issues (Sheet 11 of 11) Issue None Description After upgrading to BMC Service Desk Express from an earlier version, the CSBR on the Category ID field for the out-of-the-box Incident form fails. Workaround: Perform either of the following tasks: Modify the CSBR and replace the Category ID field with the Category Description field. Customize the out-of-the-box Incident form to add the Category ID field BMC Service Desk Express does not support the navigator scroll bar on the Windows 8 operating system and Internet Explorer 10.0 browser When you try to access the PPS service using ScreenPop.asp, no error message is displayed For Fire Fox and Chrome browsers, when you close the browser window, the session is not terminated for the user. For more information, see the following KB article: viewdoc.jsp?remedy=1&doc=25923&user=self%20help When you try to use BMC Service Desk Express in the Oracle environment on appserver with II6, you receive the following error message: Unable to get property 'document' of undefined or null reference For more information, see the following KB article: viewdoc.jsp?remedy=1&doc=25920&user=self%20help Firefox and Chrome support for nonadministrator users This section provides information about using BMC Service Desk Express in Mozilla Firefox and Google Chrome browsers, and the appropriate settings to use. Modules available in Firefox and Chrome The following table lists the forms and features that are supported by the Firefox and Chrome browsers. 32 Release Notes

33 Firefox and Chrome support for nonadministrator users Modules not supported by the Firefox and Chrome Table 6: Modules and forms available in Firefox and Chrome (Sheet 1 of 4) Functional area/ header in navigation bar Incident Management Client Management Crisis Management Configuration Management Purchasing Change Management Form name Incidents Incident Monitor QuickViews Work Orders Knowledge Search Conversation Clients Departments Companies Whiteboard Monitor Whiteboard Whiteboard Ticker Configuration 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 Role Support Analyst Support Analyst Support Analyst 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 Releases NA BMC Service Desk Express

34 Firefox and Chrome support for nonadministrator users Table 6: Modules and forms available in Firefox and Chrome (Sheet 2 of 4) Functional area/ header in navigation bar Collaborative Workspace Form name 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 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 Preventive Maintenance FAQ FAQ Category FAQ Feedback Preventive Action Preventive Work Order CI Type Support Analyst Support Analyst 34 Release Notes

35 Firefox and Chrome support for nonadministrator users Table 6: Modules and forms available in Firefox and Chrome (Sheet 3 of 4) Functional area/ header in navigation bar Documentation Support Administrator's Guide Business Rules Administrator s Guide Change Management User's Guide CSBR Administrator s Guide Database Administrator s Guide Getting Started Guide Installation Guide Quick Installation Guide Self Service Administrator s Guide User's Guide Log Off Online Help Contact Us About Support Analyst Support Analyst Dashboard Dashboard Manager Support Analyst QuickViews Run Query Print Preview Export QuickView results to a CSV/PDF file View results in Grid/Calendar/Chart QuickViews Wizard Support Analyst Login Custom forms Bomgar integration Form name 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 NA 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 pop-up 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 Role Support Analyst BMC Service Desk Express

36 Firefox and Chrome support for nonadministrator users Table 6: Modules and forms available in Firefox and Chrome (Sheet 4 of 4) Functional area/ header in navigation bar Pop-ups Other features Form name Staff or Group pop-up Find All pop-up Tree view pop-up (Category/Service) Print Preview Search (tool button) Copy form Search By (query by textbox) Self Service Self Service NA Role Support Analyst Support Analyst The following modules work only with Internet Explorer browser and not with Firefox or Chrome browsers. If a form or window is unavailable in Firefox or Chrome, one of the following happens: Buttons are disabled with the following tooltip: Available only on Internet Explorer A blank page opens with the following message: The feature can only be used with Internet Explorer. For further details refer to the release notes. The following table lists the modules that do not work in Firefox and Chrome browsers. Table 7: Modules, forms, and features that do not work in Firefox and Chrome (Sheet 1 of 3) 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 36 Release Notes

37 Firefox and Chrome support for nonadministrator users Table 7: Modules, forms, and features that do not work in Firefox and Chrome (Sheet 2 of 3) Functional area/ header in navigation bar 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 Custom forms Form name System Message Monitor SMS Viewer Work Schedule Link Change PM Links Note: Even if you add any of these custom form to the navigator bar by using the Customization Wizard in Internet Explorer, the forms are unavailable in Firefox. Role System Administrator, Group Administrator BMC Service Desk Express

38 Firefox and Chrome support for nonadministrator users Table 7: Modules, forms, and features that do not work in Firefox and Chrome (Sheet 3 of 3) Functional area/ header in navigation bar Other features Form name 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 in Firefox are opened in PDF viewer by default. PushPop Service Remote Desktop Program Launcher Zoom, Find, and Print features for SSRS reports Spell check Role 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 Allowing pop-ups in Firefox and Chrome browsers If you have installed and enabled Firebug for Firefox, you cannot resize pop-up windows. You must disable Firebug to display pop-up 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 pop-up and the Select from pop-up icons might shift their positions and appear in the next line. To allow pop-ups in Firefox 1 Open a Firefox browser window. 2 From the Firefox menu bar, select Tools > Options. 3 In the Options window, go to the Contents tab. 4 Beside the Enable JavaScript check box, click Advanced. 38 Release Notes

39 Firefox and Chrome support for nonadministrator users 5 Select the Raise or lower windows check box. 6 Click OK. 7 In the Options window, click OK. 8 Exit and relaunch the browser. By default, the pop-ups are blocked in the Chrome browser. You need to modify the settings to enable pop-ups in Chrome. To allow pop-ups for Chrome 1 In the Chrome toolbar, click. 2 From the menu, click Settings. 3 Click Show advanced settings. 4 In the Privacy section, click Content settings. 5 In the Pop-ups section, select Allow all sites to show pop-ups option. You can customize permissions to block pop-up windows for specific websites using the Manage exceptions options. 6 Click Done. 7 Exit and relaunch the browser. Opening multiple pop-up windows in Firefox If you are using use BMC Service Desk Express in Firefox and try to open multiple pop-up windows (for example, if you are adding records in the details section), you might encounter the following message repeatedly: Prevent this page from showing additional dialogs To open multiple pop-up windows for Firefox 1 Open a Firefox browser window. 2 In the address bar, type about:config and press Enter to display the list of Preference Name. 3 Right-click in the Preference Name column and select New > Integer. 4 In the New Integer Value window, enter dom.successive_dialog_time_limit in the Enter the preference name field. 5 Click OK. 6 In the Enter Integer Value window, enter 0. 7 Click OK. 8 Exit and relaunch the browser. BMC Service Desk Express

40 Firefox and Chrome support for nonadministrator users Displaying the status bar in Firefox When you use BMC Service Desk Express in the Firefox browser, the Status bar is not displayed by default. You need to modify the settings to display the status bar. To display the status bar in Firefox 1 Open a Firefox browser window. 2 In the address bar, type about:config and press Enter to display the Preference Name list. 3 In the Search bar, type dom.disable_window_status_change and press Enter. 4 Double-click the dom.disable_window_status_change row. Ensure that the value of the preference is set to False. 5 Exit and relaunch the browser. Enabling automatic spell check for Firefox The automatic spell check option is disabled in Firefox by default; you need to modify the settings to enable it. When spell checking is enabled, you can correct a misspelled word by right-clicking 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 enable automatic spell check for Firefox 1 Open a Firefox browser window. 2 From the Firefox menu bar, select Tools > Options. 3 In the Options window, click the Advanced tab. 4 Click the General tab. 5 Select the Check my spelling as I type check box. 6 Click OK. Viewing 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 it), maintain some space between the controls to avoid overlap when the form is displayed in Firefox. 40 Release Notes

41 Firefox and Chrome support for nonadministrator users Firefox error console The error console is a tool available in most Mozilla-based applications that is used for reporting errors in the application. Sometimes unnecessary error messages appear in the error console. In the following circumstances, 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 that are not specific to BMC Service Desk Express. While changing the password in Firefox browser, if you are using Password Manager to save the password, you might receive error messages in the error console. The following noncritical error messages might appear in the error console: not well-formed No Element Found this.parenttabstrip is null When you try to switch between Grid, Calendar, and Chart views, you might receive the following exception messages on the error console in Firefox browser: 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) BMC Service Desk Express

42 Supported software Supported software The following table lists the BMC Service Desk Express support on operating systems, databases, and browsers. Support for a version of BMC Service Desk Express is designated by +. A blank cell indicates no support. Table 8: Supported software (Sheet 1 of 3) Product name BMC Service Desk Express Application Server OS Microsoft Windows Server 2008 Release 2 Standard, Enterprise, Web Server Edition Microsoft Windows Server 2008 (x86, x64) Service Pack Microsoft Windows Server 2008 (x86, x64) Service Pack Microsoft Windows Server 2008 (x86, x64) Microsoft Windows Server 2003 Release 2 Service Pack (x86, x64) Microsoft Windows Server 2003 Service Pack 2 (x86, x64) Database Server OS: Microsoft SQL Server Microsoft Windows Server 2008 Release 2 Standard, Enterprise, Web Server Edition Microsoft Windows Server 2008 Standard, Enterprise Edition (x86,x64) Microsoft Windows Server 2003 Release 2 Service Pack (x86, x64) Microsoft Windows Server 2003 Service Pack 2 (x86, x64) Database Server OS: Oracle Microsoft Windows Server 2008 Release 2 Standard, Enterprise, Web Server Edition Microsoft Windows Server 2008 Standard, Enterprise Edition (x86, x64) Microsoft Windows Server 2003 Release 2 Service Pack (x86, x64) Microsoft Windows Server 2003 Service Pack 2 (x86, x64) IBM AIX IBM AIX HP-UX Red Hat Enterprise Linux RedHat Enterprise Linux AS/ES 3 (for Oracle 9i) RedHat Enterprise Linux AS/ES 2.1 (for Oracle 8i) Oracle Solaris 10 (SunOS 5.10) Database: Microsoft SQL Server Microsoft SQL Server 2012 Service Pack Release Notes

43 Supported software Table 8: Supported software (Sheet 2 of 3) Product name Microsoft SQL Server Microsoft SQL Server 2008 Service Pack Microsoft SQL Server 2008 Release 2 Express Edition (x86, x64) Microsoft SQL Server 2008 Release 2 Service Pack 1 (x86, x64) Microsoft SQL Server 2008 Release 2 Standard Edition (x86, x64) Microsoft SQL Server 2008 Release 2 Enterprise Edition (x86, x64) Microsoft SQL Server 2008 Service Pack 2 Enterprise Edition (x86, x64) Microsoft SQL Server 2008 Express Edition (x86) Microsoft SQL Server 2008 Enterprise Edition (x86, x64) Microsoft SQL Server 2005 Service Pack 4 Enterprise Edition (x86, x64) Note: SSRS integration is not allowed with Microsoft SQL Server 2005 database server. Microsoft SQL Server 2005 Service Pack 3 Enterprise Edition (x86, x64) BMC Service Desk Express Database: Oracle a Oracle 11g Release 2( ) Oracle 11g( ) Oracle 10g( ) Oracle 10g ( ) Browser-Support Staff Interface Google Chrome m + + Internet Explorer 11.0, 10.0 (compatibility mode) + + Internet Explorer 9.0, Firefox Browser-Self Service module Google Chrome Internet Explorer 10.0 (compatibility mode) Internet Explorer 9.0, Firefox Apple Safari ( ) Apple Safari Microsoft Internet Information Server (IIS) Microsoft IIS 8.0 BMC Service Desk Express

44 Supported software Table 8: Supported software (Sheet 3 of 3) Product name Microsoft IIS 7.5, Microsoft IIS Note: BMC Service Desk Express supports Secure Sockets Layer (SSL). BMC Service Desk Express Virtual Software VMWare Workstation - 7.xx VMWare Workstation VMWare ESX Server update Microsoft Hyper-V (Windows Server 2008 Release 2) Microsoft Hyper-V (Windows Server 2008) Java Runtime Environment JRE 7.0, Microsoft Data Access Components (MDAC) MDAC 2.8 Service Pack MDAC 2.8 Microsoft Silverlight Microsoft Silverlight Microsoft Silverlight Microsoft Silverlight Microsoft.NET Framework Microsoft.NET Microsoft.NET 3.5 Service Pack Microsoft.NET 3.5, Microsoft.NET 2.0 Service Pack Microsoft.NET 2.0 Service Pack 1 protocol Simple Mail Transfer Protocol (SMTP) Internet Message Access Protocol (IMAP) Transport Layer Security (TLS) protocol with IMAP WebDAV Crystal Reports components Crystal Reports 11 Runtime (RDC) Crystal Reports 10 Runtime (RDC) Lightweight Directory Access Protocol (LDAP) - Must select LDAP authentication during installation. OpenLDAP fc Active Directory (all supported Windows versions) Additional Windows components Indexing Service Release Notes

45 Supported software a. This is not valid for new installations of BMC Service Desk Express This is supported only for upgrade scenarios. The following table lists the minimum hardware and OS requirements for client workstations. Table 9: Client workstation requirements Client workstation Hardware BMC Service Desk Express staff interface requirements and supported versions 1 GHz 1 GB RAM OS Windows 7 Service Pack 1 Windows 7 (x86, x64) Windows Vista Service Pack 1 Windows Vista Windows XP Professional Service Pack 3 Resolution 1280 x 1024 pixels (Recommended) 1024x768 (Minimum supported resolution) Self Service interface requirements and supported versions 1 GHz 1 GB RAM Windows 7 Service Pack 1 Windows 7 (x86, x64) Windows Vista Service Pack 1 Windows Vista Windows XP Professional Service Pack 3 Apple Mac OS X x 1024 pixels (Recommended) 1024x768 (Minimum supported resolution) The following table lists the supported software that works with BMC Service Desk Express. Support for a version of BMC Service Desk Express is designated by +. A blank cell indicates no support. Table 10: Supported integrations or optional software support (Sheet 1 of 3) Product name BMC Service Desk Express JAWS BMC Identity Management for.net (IDM) BMC Identity Management for.net 5.2 Bomgar Bomgar Bomgar , , Bomgar Event Notification - BMC ProactiveNet BMC ProactiveNet , 8.5, Event Notification-Microsoft Operations Manager (MOM/SCOM) Microsoft System Center Operations Manager Service Pack 2 Microsoft System Center Operations Manager Service Pack 1 Microsoft System Center Operations Manager 2007 Release BMC Service Desk Express

46 Supported software Table 10: Supported integrations or optional software support (Sheet 2 of 3) Product name Microsoft Operations Manager 2005 ITSMe Applications - BMC Performance Manager BMC Performance Manager , 2.8.5, BMC Performance Manager 2.7 ITSMe Applications- BMC BladeLogic Client Automation (Earlier known as BMC Configuration Manager Express) BMC BladeLogic Client Automation 8.2, BMC BladeLogic Client Automation 8.0, 7.5, 7.2, Knowledge Management BMC Knowledge Management Express Note: This is supported if you have upgraded to BMC Service Desk Express 10.2 and later. BMC Service Desk Express Mail management Microsoft Exchange Server 2010 Service Pack Microsoft Exchange Server 2010 Service Pack Microsoft Exchange Server 2007 Service Pack Microsoft Exchange Server 2007 Service Pack Microsoft Exchange Server IBM Lotus Domino server Microsoft Systems Management Server (SMS/SCCM) Microsoft System Center Configuration Manager Microsoft System Center Configuration Manager Release 3 Microsoft System Center Configuration Manager Service Pack 2 Microsoft System Center Configuration Manager Service Pack 1 Microsoft System Center Configuration Manager Release 2 Microsoft System Center Configuration Manager Microsoft Systems Management Server 2003 Project management Microsoft Project Server 2010 Microsoft Project Server 2007 Service Pack Microsoft Project Server Remote Access Real VNC Enterprise Edition E4.5.1, E Release Notes

47 Supported software Table 10: Supported integrations or optional software support (Sheet 3 of 3) Product name BMC Service Desk Express RightAnswer Knowledge Search integration RightAnswer Software not supported APM supportability BMC Service Desk Express is not currently compliant and does not support the following: Internet Protocol Version 6 (IPv6) Common Access Card (CAC) using Public Key Infrastructure (PKI) authentication Federal Desktop Core Configuration (FDDC) National Information Assurance Partnership (NIAP) Common Criteria Common Criteria Evaluation and Validation Scheme (CCEVS) Load balancer (For more information, see the KB article magickb.remedy.com/rkm/ viewdoc.jsp?remedy=1&doc=19508&user=self%20help) SQL Clustering (For more information, see the KB article magickb.remedy.com/rkm/ viewdoc.jsp?remedy=1&doc=15393&user=self%20help) The following table summarizes the supported versions of BMC Service Desk Express that work with BMC Alignability for Service Desk Express. However, you must install BMC Service Desk Express version , because is the minimum recommended version for BMC Alignability for Service Desk Express For more information, see the BMC Alignability for Service Desk Express Installation Guide. Table 11: Supported versions for BMC Alignability for Service Desk Express BMC Service Desk Express version BMC Alignability for Service Desk Express version 10.2 and later full limited and later full limited limited Supported mode for BMC Alignability for Service Desk Express version BMC Service Desk Express

48 Installation information NOTE BMC did not perform any testing in a clustered environment, or in an environment with server load balancing. However, many users have successfully used the product in a clustered or load balanced environments. If you are using BMC Service Desk Express in a clustered or load balanced environment and you submit an escalation that can be replicated in the base non-clustered or non load-balanced product, BMC will fix the issue based on priority. If the issue only occurs within the clustered or load-balanced environment, BMC cannot replicate the environment and will recommend a speculative, educated fix based on the problem. Installation information This section contains installation information that supplements or supersedes the information in the installation guide. How to obtain the product BMC Service Desk Express is available for download from the BMC Electronic Product Distribution (EPD) website at To use the website, you must register and set up a user name and password. If you do not have a current license for the product, contact a BMC sales representative by calling If you cannot download the product, contact a sales representative and request a physical kit. To download the patch from the EPD website 1 Create a directory in which you can place the downloaded files. NOTE On Windows computers, ensure that the directory is only one level into the directory structure. The EPD package creates a directory in the temporary directory when you extract the files, and the directory that contains the installation image should not be in a directory deeper than two levels into the directory structure. 2 Go to 3 Enter your User ID and password, and click Submit. 4 Click Download Product. 5 On the Export Compliance and Access Terms page, provide the required information, agree to the terms of the agreements, and click Continue. 6 If you are accessing this site for the first time, create an EPD profile (otherwise, skip to step 7): a Under Localized Languages, select the language for the patch release. 48 Release Notes

49 Installation information b Under Install Platforms, select the platforms to download for the patch. c Click Save Profile. 7 Verify that the correct profile is displayed for your download purpose, and click the Licensed Products tab. 8 On the Licensed Products tab, if the BMC Service Desk Express Suite product is listed, go to step 9. If no products are listed, click Additional Products. If this does not generate a list of products, perform the following steps: a Click Manage Support IDs to open the Manage My Support IDs window. b If no Support IDs are listed, enter the ID and password for your products in Support ID and Support ID Password fields, and click Add. c Click Back to My Entitled Products. 9 On the Licensed Products tab, locate the product name (BMC Service Desk Express Suite) and expand the list to view the available version numbers. 10 Expand the version number (BMC Service Desk Express Suite ) for the required platform to show the available files. 11 To download the patch, click BMC Service Desk Express Suite Version Click Save in the File Download window. 13 Save the zip file to the temporary directory that you created in step Unzip the zip file to the temporary directory. Alternatively, to download the selected items, click Download (FTP) or Download Manager: Download (FTP) places the selected items in an FTP directory, and the credentials and FTP instructions are sent to you in an message. Download Manager enables you to download multiple files consecutively, and to resume an interrupted download if the connection drops. This method requires a one-time installation of the AkamiNetSession Client program on the target computer and is usually the faster and more reliable way to transfer files. A checksum is used to verify file integrity automatically. Ensuring prerequisites are met before installing the patch Before you install the patch: Read the release notes in their entirety to make sure that you have complied with all system requirements and that you understand any dependencies for this version of BMC Service Desk Express. Install the product according to the directions provided in the BMC Service Desk Express Installation Guide. If problems occur while installing or operating BMC Service Desk Express, follow these steps: Read the release notes to determine whether the problem you are experiencing is a known issue with a resolution or workaround. BMC Service Desk Express

50 Installation information Read your documentation to make sure that you are following recommended procedures. If you cannot find a solution or feel that the problem is one that should be reported to BMC Software for action, contact Customer Support. To ensure the pre-requisites are followed before you install the patch 1 Take a full backup of your Microsoft SQL Server or Oracle database. If the patch installation fails, you must restore your database to its original state before attempting to install the patch again. For information about how to do this, contact your Database Administrator (DBA) or find a subject matter expert for the database version you use. 2 Stop all servers that are running BMC Service Desk Express, Business Rules, Integration Engine, and Web Services. Your list of servers depends on how your BMC Service Desk Express installation is configured. 3 Stop all services used by BMC Service Desk Express. The following services might be present in your environment: SDE Indexing Service SDE Integration Engine SDE Job Processor - SDEBR SDE Mail Processor - SDEBR SDE Push Service - SDEPPS SDE Web Service Administrator 4 For all services with a Startup type of Automatic, change the Startup type to Manual. After the patch installation is completed, you can reset the Startup type to Automatic. 5 Run the iisreset command on all BMC Service Desk Express servers. 6 Log in to your database and run the following query against the BMC Service Desk Express database: DELETE FROM SMSYSPROCESS If you run this query on a BMC Service Desk Express Oracle database, the statement must end with a semi-colon (;), and a commit; command after you run this query. For example: DELETE FROM SMSYSPROCESS; COMMIT; 7 Install the BMC Service Desk Express patch. For additional tools that can be configured with BMC Service Desk Express, you can open the Tools folder that is present in the extracted patch setup. For example, SDEIntegrationWebService.exe is used for installing BMC Service Desk Express Web Services and SDEIntegrationSCOM.exe is used for installing the SDE SCOM Integration Connector service. For more information about installation, see BMC Service Desk Express Installation Guide. 50 Release Notes

51 Installation information Installing the patch To install the BMC Service Desk Express patch, perform the following steps. To install the patch 1 Download the BMC Service Desk Express patch. For more information, see How to obtain the product on page From the directory where you extracted the patch zip file, double-click setup.exe. A window appears that shows the current version of BMC Service Desk Express and the new upgraded version of the patch application. 3 Click Continue. NOTE If the patch installation fails or you receive an error message, restore your database to its original state and contact Customer Support. Do not continue to use the database if the patch installation fails. 4 Click Finish. Launch the BMC Service Desk Express application and view the new version number in the About menu. BMC Service Desk Express

52 Related information Repairing the installed patch If you accidently delete some files from the installed location that was sent as a part of patch, you can reinstall the patch. For example, if you have BMC Service Desk Express and you apply patch version and then accidently delete some of the files that were sent with the patch, you can reinstall patch Related information The following table lists the documentation available for BMC Service Desk Express. All other documentation related to BMC Service Desk Express is installed with your version of BMC Service Desk Express. Unless otherwise noted, softcopy documentation is available on the product DVD, from the Electronic Product Distribution (EPD) site at and from the Customer Support website at You can access product Help by clicking the Help links. Table 12: List of documents for BMC Service Desk Express (Sheet 1 of 2) Title Description Audience BMC Service Desk Express Release Notes These documents (ReleaseNotes.pdf and ReleaseNotes.htm) contain important information about the current BMC Service Desk Express software release: new features, any preinstallation requirements, known issues, and resolved issues. Everyone BMC Service Desk Express Quick Install Guide BMC Service Desk Express Installation Guide BMC Service Desk Express Getting Started Guide BMC Service Desk Express Administrator s Guide BMC Service Desk Express User s Guide This card lists requirements for hardware and software, provides procedures to quickly install the BMC Service Desk Express software, and lists references to other documents for administrator tasks. This guide lists the hardware and software prerequisites and explains how to install the application and configure its components. This guide provides an overview of BMC Service Desk Express; help with logging in, navigating, and using global features within the product; and defines various user roles. This guide addresses how to plan for the BMC Service Desk Express application; configure and maintain list options, users, and groups; set up service level agreements and Knowledge Search parameters; and import client data by using the BMC Service Desk Express Integration Engine. This guide describes how to create and manage incidents, work orders, and whiteboards; set up inventory; and manage purchase requests. Administrators Administrators Everyone Administrators Everyone 52 Release Notes

53 Related information Table 12: List of documents for BMC Service Desk Express (Sheet 2 of 2) Title Description Audience BMC Service Desk Express Business Rules Administrator s Guide BMC Service Desk Express Client Side Business Rules Administrator s Guide BMC Service Desk Express Change Management User s Guide BMC Self Service Administrator s Guide BMC Service Desk Express Database Administrator s Guide BMC Service Desk Express Integration Engine Administrator s Guide BMC Service Desk Express Help BMC Service Desk Express Integration Engine Help This guide describes setting up, configuring, and managing business rules. This guide describes setting up, configuring, and managing Client Side Business Rules (CSBR). This guide describes how to create, modify, and track change and problem requests by using the Change Management module. This guide describes how to customize and use the Self Service module. This guide describes how to use the Database Administration utility and provides schematic views of the main components in the database. This guide addresses how to configure and maintain integration packages and steps that transfer data from one provider to another. The Help provides procedural information to assist you in completing tasks, and background and overview information to help you improve your understanding of the concepts and structures of BMC Service Desk Express. The Help is automatically installed as part of the BMC Service Desk Express application. The Help provides procedural information to assist you in completing tasks, and background and overview information to help you improve your understanding of the concepts and structures of BMC Service Desk Express Integration Engine. The Help is automatically installed as part of the BMC Service Desk Express Integration Engine installer. Administrators Administrators Everyone Everyone Administrators Administrators Everyone Administrators Individual product documents (books and notices) are available on the Customer Support website. You can order hardcopy documentation from your BMC sales representative or from the website. You can also subscribe to proactive alerts to receive messages when notices are issued or updated. BMC Service Desk Express

54 Support information Support information If you have problems with or questions about a BMC product, or for the latest support policies, see the Customer Support website at support. You can access product documents, search the Knowledge Base for help with an issue, and download products and maintenance. If you do not have access to the web and you are in the United States or Canada, contact Customer Support at Outside the United States or Canada, contact your local BMC office or agent. Support status As stated in the current BMC Product Support Policy ( support/product-support-policy.html), BMC provides technical support for a product based on time rather than number of releases. To view the support status for this release, see the prodallversions.jsp?seqid= Copyright BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. AIX and IBM are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. ITIL is a registered trade mark of the Cabinet Office. Linux is the registered trademark of Linus Torvalds. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. UNIX is the registered trademark of The Open Group in the US and other countries. The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation. BMC SOFTWARE INC 2101 CITYWEST BLVD, HOUSTON TX , USA Customer Support: (United States and Canada) or contact your local support center 54 Release Notes