BMC Service Desk Express Release Notes - RightStar IT ... … · You can choose to deploy SSRS reports during the installation of BMC Service ... see the BMC Service Desk Express

Release Notes

BMC Service Desk ExpressVersion 10.2June 14, 2012

BMC Software is releasing version 10.2 of the BMC Service Desk Express product. These release notes supplement the product documentation and describe enhancements and resolved problems in this version.

The following topics are provided:

! BMC Service Desk Express overview (page 6)! What's new and modified (page 6)! Corrected issues (page 25)! Known issues (page 30)! Supported software (page 39)! Installation information (page 45)! Related information (page 48)

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BMC Service Desk Express overview

BMC Service Desk Express overviewBMC Service Desk Express is a customizable, web-based application with an easy-to-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 email notifications and reports. You can define and maintain the rules that allow the system to enforce and support your day-to-day business processes.

BMC Service Desk Express provides self service capabilities and the ability to create a knowledge base to reduce call volume. Customizable forms, navigation bars, popup windows, and print previews provide greater flexibility and optimize information gathering. Inventory tracking enables you to efficiently manage both people and assets at an organizational level.

With this release, BMC continues to invest in solutions for mid-sized businesses, developing innovative new features, simplifying the user interface, and implementing new enhancements requested by customers.

What's new and modifiedBMC Service Desk Express has been enhanced with the following changes and new features.

! “SQL Server Reporting Services integration” on page 7! “Firefox support for non-administrator users” on page 10! “New Release Management module” on page 18! “New Country module” on page 18! “New Roles module” on page 18! “New default settings for show/hide the details section” on page 19! “New cache expiration timeframe” on page 19! “New maximum attachment size” on page 19! “New configuration option to set default when a record is submitted in Self

Service” on page 20! “Support for right-to-left language in Self Service” on page 20! “Modifications in the Select From Categories window” on page 21! “Ability to filter in the tree view for a Service field” on page 21! “Ability to apply a template for existing records in BMC Service Desk Express”

on page 22! “Ability to modify the font of the Static text as Bold by using CSBR Format Form

action” on page 22! “FIPS compliance (Publication 140-2)” on page 22! “Modifications to the out-of-the-box Administrator navigator bar” on page 22

6 Release Notes

What's new and modified

! “Ability to put a hyperlink on the Self Service custom form” on page 23! “Ability to attach a file before creating a record in Self Service” on page 23! “Ability to add details record for Incident” on page 23! “Integration of RightAnswers knowledge search portal with BMC Service Desk

Express and Self Service” on page 23! “Miscellaneous” on page 23! “Added support” on page 24! “Discontinued support” on page 24

SQL Server Reporting Services integrationSQL Server Reporting Services (SSRS) is a server-based report generation software system from Microsoft. SSRS is included in the Developer, Standard, Enterprise, and Express with Advanced Services editions of Microsoft SQL Server as an installation option. Using SSRS as the reporting engine provides the following advantages:

! Ability to view a set of predefined out-of-the-box reports

! Ability to create specific reports designed to meet your business needs

! Ability to subscribe to reports

! Ability to control access permissions to reports based on individual users or groups

! Ability to integrate reports with the BMC Service Desk Express dashboard. Multiple reports on a dashboard can be used to view a key set of data in one place and monitor metrics on a regular basis.

BMC Service Desk Express now provides SSRS as a reporting tool.

The BMC Service Desk Express administrator can configure SSRS integration by using one of the following methods:

! You can choose to deploy SSRS reports during the installation of BMC Service Desk Express. However, as a prerequisite, you must configure SSRS before deploying default reports on the SSRS server. For more information about deploying SSRS reports during installation, see the BMC Service Desk Express Installation Guide.

! You can select the SSRS option in the Integration tab of the Application Administration screen. For more information about Microsoft SQL Reporting Service Settings in the Application Administration screen, see the BMC Service Desk Express Administrator’s Guide.

BMC Service Desk Express 10.2 7


Table 1-1 lists the predefined reports that are available in SSRS reports.

The Reports Explorer button is next to the QuickViews Explorer, if you have a configured SSRS server. When you click the Show Reports icon, you might receive a warning message if you do not have a configured SSRS server. You can switch between the QuickViews tab and the Reports Explorer tab.

Table 1-1: Predefined reports available in SSRS

Report Category Report Name

Change Management Change Aging

Incident Management ! Incident Aging! Incident Top 10

ITSME ! Incidents Created from BPM Alerts ! Incidents Created from SCOM Alerts ! Issues Reported For Critical CIs ! Issues Reported For Problematic CIs ! Software License Compliance

License Counting ! License count! License Exceeded

Management Reports ! Active Users! Active Users History! Categories with Child Top 5! Category Usage! Change Request Detail! Display Names Summary! FCR Analysis! FCR Analysis Group Detail! FCR Analysis Last Week! Group Data Summary! Management Summary (Month) ! Management Summary (Week) ! Morning Report ! Services - Linked Organizations! Staff Summary ! Staff Summary with Client ! Top X Client/Company/Category/Incidents

Purchasing Management Purchase Request Graph by Department

Service Level Management ! Incidents Breached Response and/or Fix grouped by Priority! Incidents Closed Calls grouped by SLA and Priority! Change Request Breached Response and/or Fix grouped by Priority

Survey Reports Management ! All Campus Scores Survey! All Category Scores Survey! Unanswered Surveys

Work Order Management Work Order Summary

Problem Management Problem Summary

8 Release Notes


TIP BMC recommends that you do not keep Report as an active tab on the dashboard because you might experience performance degradation.

RequirementsYou must have one of the following editions:

! SQL Server Reporting Services 2005

! SQL Server Reporting Services 2008 and 2008 R2

! SQL Server Express 2008 R2 with Advanced Services

For Oracle database! If you are using Oracle database, you must purchase SQL Server for using full

functionality.

! The out-of-the-box predefined reports do not work for Oracle databases. You must modify the predefined queries of the out-of-the-box reports in report server. For more information about the steps for modifying the predefined queries for Oracle database, see the BMC Service Desk Express User’s Guide.

For Self ServiceA support analyst and a helpdesk analyst can access print preview reports from Self Service by using the SSRS reports.

You can also select SSRS reports for Self Service print preview. In Self Service customization, a new Print Assignment popup window has been added in the action button properties (accessible through Secondary Navigation Links) that contains the following options:

! Browser Print

! SSRS Preview

You can customize the Self Service navigation to add the Reports tab. You can create only one Reports tab for each Self Service instance. All clients for that Self Service instance (navigation) will view the same set of reports. The reports displayed on the tab depend on the permissions and role your administrator has assigned to your SSRS user ID in SSRS server.

For more information about using SSRS reports in Self Service, see the BMC Service Desk Express Self Service Administrator’s Guide.



Limitations! For report server installation and report execution, BMC does not support the

Install the SharePoint integrated mode default configuration option.

! If you are using the SQL Server 2005 Express Edition database:

! All the server components of both SQL Server Express and Reporting Services are installed on a single server. You cannot store the report server database on a remote server.

! All data sources that provide data to reports must connect to SQL Server relational databases that are installed on the local instance of SQL Server.

! You cannot schedule and email reports. All reports are processed on demand. Scheduled or unattended report processing is not supported.

Firefox support for non-administrator usersYou can log in to BMC Service Desk Express using Firefox browser. Table 1-2 lists the forms and features that are available in Firefox.

Table 1-2: Modules and forms available in Firefox (Sheet 1 of 4)

Functional area/ header in navigation bar

Form name Role

Incident Management ! Incidents! Incident Monitor! QuickViews! Work Orders! Knowledge Search! Email Conversation

Support Analyst

Client Management ! Clients! Departments! Companies

Support Analyst

Crisis Management ! Whiteboard Monitor! Whiteboard! Whiteboard Ticker Configuration

Support Analyst

10 Release Notes


Configuration Management ! Configuration Items! CI Type! CI Categories! CI Relationships! CI Actions! CI Assembly! Standard CI Assembly! CI Assembly Relationships! Vendors! Service Contracts! Remote Control (VNC Remote Control)! BMC CI Detail Viewer! Software License Compliance! CI Explorer

Support Analyst

Purchasing ! Purchase Requests! Purchase Actions! Purchase Status

Support Analyst

Change Management ! Changes! Change Assessments! Change Approval! Change Schedule! Blackout Period! Change Management Status

Support Analyst

Problem Management Problems Support Analyst

Service Level Management ! Services! Organizations! Service Level Agreements! Service Level Agreement Rules

Support Analyst

Release Management Releases

Collaborative Workspace ! 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.

! Email Conversation

Support Analyst

Reports Reports Support Analyst



Form name Role



System Administration ! Groups! Staff! Roles

System Administrator, Group Administrator

! Staff Availability! Unlock Records

Support Analyst

List Administration ! Categories! Category Types! Countries! Impact! Incident Types! Priority! Quick Ticket Templates! Standard Descriptions! Status! Support Actions! Templates! Urgency! Work Order Status Progression

Support Analyst

Business Rules Administration Notifications Support Analyst

Self Service Administration ! FAQ! FAQ Category! FAQ Feedback

Support Analyst

Preventive Maintenance ! Preventive Action! Preventive Work Order! CI Type

Support Analyst

Documentation ! Administrator's Guide! Business Rules Admin Guide! Change Mgmt User's Guide! CSBR Admin Guide! Database Admin Guide! Getting Started Guide! Install Guide! Quick Install Card! Self Service Admin Guide! User's Guide

Support Analyst

Support ! Log Off! Online Help! Contact Us! About

Support Analyst

Dashboard Dashboard Manager Support Analyst



Form name Role

12 Release Notes


The following modules work only with Internet Explorer and not with Firefox. If a form or a window is not available in Firefox, the following occurs:

! Buttons are disabled with the following tooltip:

Available only on Internet Explorer

! A blank page opens with the following message:

QuickViews ! Run Query! Print Preview! Export QuickView results to a CSV/PDF file! View results in Grid/Calendar/Chart! QuickViews Wizard

Support Analyst

Login ! 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

Custom forms If you add custom forms to the navigator bar by using the Customization Wizard in Internet Explorer, these custom forms will be available on Firefox.

Note: If you add fields in the section tab area in custom forms in Internet Explorer, and view the custom forms in Firefox, the interface might appear slightly different. For example, the Select from popup icons might shift their positions and appear in the next line.

Bomgar integration ! Bomgar forms from Incident! Launch Bomgar Console! Bomgar Generate Key! Bomgar Support Session Details! Bomgar Client Jump

Support Analyst

Popups ! Staff or Group popup ! Find All popup! Tree view popup (Category/Service)

Support Analyst

Other features ! Print Preview! Search (tool button)! Copy form! Search By (query by textbox)

Support Analyst

Self Service Self Service



Form name Role



The feature can only be used with Internet Explorer. For further details refer to the release notes.

Table 1-2 describes the modules and features that do not work in Firefox.

Table 1-3: Modules, forms and features that are not working in Firefox (Sheet 1 of 2)

Functional area/header in navigation bar

Form name Role

Collaborative Workspace Discussion Forum - Assign topic creation rights and Assign topic access rights options are enabled only if you are using the Internet Explorer browser.

System Administrator

System Administration ! Customization Wizard! Lock Configuration! Holidays! Work Schedules! Application Administration! Knowledge Search Settings! Service Desk Express Surveys


List Administration Work Schedule System Administrator, Group Administrator

Business Rules 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 Support Analyst

Self Service Administration ! Self Service Settings! Self Service Customization Wizard


QuickViews QuickView Administration System Administrator, Group Administrator

Dashboard Dashboard Rights System Administrator, Group Administrator

Survey ! Survey! Activated Survey! Answered Survey! Answered Question! Survey Question Link! Survey Question

14 Release Notes


Custom forms ! System Message Monitor! SMS Viewer! Work Schedule Link! Change PM Links

Note: Even if you add the above custom form to the navigator bar by using the Customization Wizard in Internet Explorer, these forms are not available on Firefox.


Other features ! ActiveX and Java viewer

Note: For Firefox, you can view the standard reports, based on Crystal Reports Professional, with PDF and HTML viewer only.

! Print Preview reports using the Print Preview toolbar button on Firefox will be opened in PDF viewer by default.

! PushPop Service! Remote Desktop! Program Launcher! Zoom, Find, and Print features for SSRS

reports! Spell check

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

Table 1-3: Modules, forms and features that are not working in Firefox (Sheet 2 of 2)

Functional area/header in navigation bar

Form name Role



The following settings must be modified for Firefox:

! To open multiple popup windows by using Firefox

If you are using Firefox and try to open multiple popup windows (for example, adding records in the details section), you might encounter the following message repeatedly:

Prevent this page from showing additional dialogs

To resolve the issue, modify the following configuration settings:

1 Open a Firefox window.

2 Type about:config in the address bar.

3 Press ENTER to display the list of preferences.

4 Right-click in the preferences area and choose New > Integer.

5 Enter dom.successive_dialog_time_limit as the preference name.

6 Click OK.

7 Enter 0 as the integer value.

8 Click OK.

9 Exit and relaunch the browser.

! To display the status bar in Firefox

1 Open a Firefox window.

2 Type about:config in the address bar.

3 Press ENTER to display the list of preferences.

4 Type dom.disable_window_status_change in the Filter bar and press Enter.

5 Double-click the dom.disable_window_status_change row. Make sure that the value of the preference is set to False.


! To display popups in Firefox

If you have installed and enabled Firebug for Firefox, you cannot resize popup windows. You must disable Firebug to display the popup windows in the expected position and size. For information about disabling Firebug, see the Firebug documentation.

NOTE When you modify the window size in Firefox, the calendar popup and the Select from popup icons might shift their positions and appear in the next line.

16 Release Notes


To avoid displaying the popup window behind the main window, perform the following steps:

1 From the Firefox menu bar, choose Tools > Options.

2 Go to Contents tab.

3 In the Enable JavaScript option, click Advanced.

4 Select Raise or lower windows option.

5 Click OK.

6 Click OK.


! To enable automatic spell check for Firefox

1 On the Firefox menu bar, select Tools > Options to open the Options window.

2 Click the Advanced tab.

3 Click the General tab.

4 Select Check my spelling as I type option.

5 Click OK.

When spell checking is enabled, you can correct a misspelled word by 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 view custom forms in Firefox

While doing customization in Internet Explorer, if you want to position two controls vertically (for example, a label and a text field under the label), keep some gap so as to avoid any overlap while viewing that form in Firefox browser.

Firefox error consoleThe error console is a tool available in most Mozilla-based applications that is used for reporting errors in the application. If you receive any of the following error message in the error console, you can ignore the error message:

! If you are using add-ons (for example, LoginManager or external Firebug, and so on), you might receive error messages those are not specific to BMC Service Desk Express. You can ignore these messages.

! While changing the password in Firefox, if you are using Password Manager to save the password, you might receive error messages in the error console which you can ignore.

! You can ignore the following non-critical error messages in the error console:

! not well-formed

! No Element Found



! this.ParentTabStrip is null

! When you try to switch between Grid, Calendar and Chart view, you might receive the following exception messages on the error console in Firefox:

c.getComputedStyle(g.firstChild.firstChild, null) is null

syntax error

! When you select Show Linked Service on CI Explorer, you might receive the following error message:

Error: Unhandled Error in Silverlight 2 Application [Format_InvalidString]

Arguments: Debugging resource strings are unavailable. Often the key and arguments provide sufficient information to diagnose the problem.

! When you try to expand a QuickViews control that has been added to a customized Incident form, you might receive the following error message:

Error: uncaught exception: [Exception... "Component returned failure code: 0x80070057 (NS_ERROR_ILLEGAL_VALUE)

New Release Management moduleA new header Release Management has been added to the out-of-the-box Administrator navigator bar.

By default, the Releases form is displayed under the Release Management header.

The Release and Release Details forms are also available for customization under System Administration > Customization Wizard > Form.

New Country moduleA new out-of-the- box Country form has been added to the out-of-the-box Administrator navigator bar under List Administration. The Country form is also available for customization under System Administration > Customization Wizard > Form.

New Roles moduleA new Roles module has been added that is linked to the Staff module. By default, the Roles form is displayed in the out-of-the-box Administrator navigator bar under System Administration. The Roles tab is not available in the out-of-the-box Staff form under System Administration->Staff.

In the CSBR Expression Builder window, a new Roles option has been added under the Miscellaneous category. Click Roles to display the Select from Roles popup window. The popup window displays all the active roles that are created by the system administrator. The data in the CSBR Expression Builder is in the following format:

18 Release Notes


{IsAuthorizedForRole,<Role> RL}

NOTE The Roles option is visible only if there are roles created in the application.

In earlier versions of BMC Service Desk Express, MATH statements were used to access information related to roles, thus, sending the argument to the SQL parser of your BMC Service Desk Express database. With the new Roles module, all the unnecessary MATH calls are avoided, which improves performance.

The system administrator can perform the following tasks:

! Create different user roles.

! Link staff members to a particular role. A staff member can be assigned to single or multiple role(s).

NOTE Only the system administrator can assign or unassign roles to staff members or link staff members to a particular role.

! Create a CSBR to define conditional expression based on the different roles, such as, creating a CSBR to access the permission of a staff member based on his assigned roles.

New default settings for show/hide the details sectionAn option to set the default setting for the show/hide the details section has been added.

To always display the details section, select the Always show details section in expanded mode option in the General tab of the Application Administration window. This will be applicable only if you have not set your own preference (cookie).

New cache expiration timeframeAn option to set the cache expiration timeframe has been added.

To set the cache duration, enter the value in Page cache duration (mins.) field in the General tab of the Application Administration window. The default value is 24 hours (1440 mins).

New maximum attachment sizeAn option to specify the maximum attachment size in BMC Service Desk Express and Self Service has been added.



To set the maximum attachment size, enter the value in Maximum Attachment size (MB) field in the General tab of the Application Administration window. You must specify a value between 1 MB and 10 MB in this field. The default maximum attachment size in BMC Service Desk Express and Self Service is 10 MB.

To specify a value larger than 10 MB, see the following Knowledge Base (KB) Article:

https://magickb.remedy.com/rkm/viewdoc.jsp?remedy=1&doc=24537&user=Self%20Help

WARNING BMC strongly recommends that you do not set the maximum attachment size as more than 10 MB. Increasing the maximum attachment size as more than 10 MB, might make the application vulnerable. For more information, see http://support.microsoft.com/kb/295626.

New configuration option to set default when a record is submitted in Self Service

An option to view the corresponding record listing page after submission of record (For example, incident list view or Request list view) in Self Service has been added.

To set the option to view the list of records when you submit a record, select the Return to record listing on submit option in the Other Configuration area of the Self Service Settings > Defaults window.

Support for right-to-left language in Self ServiceThe Self Service portal now fully supports right-to-left languages. This change also allows administrators to render languages such as Hebrew, or Arabic in right-to-left format.

This feature enhances the Self Service capability for the right-to-left language support. The layout in the Self Service site is rendered based on the language setting. The default setting is left-to-right language.

To set a Self Service language as a right-to-left language, select the RTL Language option in the Add New Language or Edit Language window from Self Service Settings > Languages pane.

20 Release Notes


http://support.microsoft.com/kb/295626

http://support.microsoft.com/kb/295626


Modifications in the Select From Categories window! The default format for Select From Categories window has been modified to the

tree view format. However, you can use the Customization Wizard to change the format of Select From Categories window to appear like any other select window in BMC Service Desk Express.

! In BMC Service Desk Express, you can apply a filter even in the tree view for the Category field. Use the Filter tab in the Customization Wizard to apply the filter for the Category field. You can now control what is displayed for the Category field even in the tree view.

Filtering in tree view displays only the matching nodes. For example, if you type ‘abc’, only the nodes that contain ‘abc’ are displayed. If you have a parent node and a matching child node, only the matching child node is displayed and not the parent node. If you have a matching parent node and a matching child node, both the parent and child nodes are displayed.

For more information about how to customize a form by using the Customization Wizard and the Condition Builder window, refer to the BMC Service Desk Express Administrator’s Guide.

! You can now search for a particular category even if you are using the tree view for category field.

! Multi-level view for Select From Categories popup window has been removed.

NOTE If you have configured the view format for the Select From Categories window as multi-level view, then, by default, the Select From Categories window appears like any other select window in BMC Service Desk Express.

Ability to filter in the tree view for a Service fieldIn BMC Service Desk Express, you can apply a filter even if you selected the tree view for the Service field.

Filtering in tree view displays only the matching nodes. For example, if you type ‘abc’, only the nodes that contain ‘abc’ are displayed.

If you have a parent node and a matching child node, only the matching child node is displayed and not the parent node.

If you have a matching parent node and a matching child node, both the parent and child nodes are displayed.

Use the Filter tab in the Customization Wizard to apply the filter for the Service field. You can now control what is displayed for the Service field even in the tree view.



Ability to apply a template for existing records in BMC Service Desk Express

You can now select and apply a template for existing incidents.

The Select Template and Apply template options are enabled in both Incident Create and Incident update mode.

When you apply templates for existing incidents, the template data overwrites the existing incident data and creates the associated Work Orders.

NOTE This ability is available only for BMC Service Desk Express and not for Self Service.

Ability to modify the font of the Static text as Bold by using CSBR Format Form action

You can now modify the font of the Static text in the forms as Bold by using CSBR Format Form action.

To apply the Bold label for the static text, use the Format Form action in the CSBR Customization Actions tab. This is applicable for both out-of-the-box forms and customized forms. This is also available for Self Service.

For more information about how to create a CSBR, refer to the BMC Service Desk Express Client Side Business Rules Administrator’s Guide.

FIPS compliance (Publication 140-2)BMC Service Desk Express uses Federal Information Processing Standard (FIPS) compliant cryptographic algorithms. You can turn on the FIPS setting on the Windows server. This compliance is limited only to the application functionality and not extended to the data at rest. For more information, see the following KB article:


Modifications to the out-of-the-box Administrator navigator bar

The following changes have been made to the out-of-the-box Administrator navigator bar:

! Removed Purchasing Actions from the List Administration header.

! Removed Purchasing Status from the List Administration header.

! Removed CI Actions from the List Administration header.

! Moved Change Management Status under Change Management header.

22 Release Notes



! Added Country form under List Administration header.

! Added Roles form under System Administration header.

! Added a new Release Management header and added Releases form under Release Management header.

Ability to put a hyperlink on the Self Service custom formYou can now create a toolbar icon that is used to launch a browser and view a website address if a properly formatted URL address is typed in a field on a form. A new Insert option has been added to the Self Service Customization Wizard.

Ability to attach a file before creating a record in Self Service(RFC 1873) You can now attach a file before creating a record in Self Service (Incidents, Service Requests, or Purchase Requests).

Earlier, you could not add an attachment until after you have saved the record by clicking Submit.

Ability to add details record for Incident(RFC 2818) You can now add details for incidents in Self Service.

To enable the users to add details, select the Enable User To Add Details check box in the Other Configuration area of the Defaults tab in the Self Service Administration > Self Service Settings window. However, this option is selected by default.

For more information about adding details to the incidents, see the BMC Service Desk Express Self Service Administrator’s Guide.

Integration of RightAnswers knowledge search portal with BMC Service Desk Express and Self Service

RightAnswers is a knowledge management tool that makes it easy to create, manage, securely store and share knowledge across departments. The RightAnswers knowledge base can be used in BMC Service Desk Express and Self Service. For more information about configuring and integrating RightAnswers with BMC Service Desk Express, see BMC Service Desk Express Administrator’s Guide.

Miscellaneous! In the Style and Objects toolbar in customization, the Labels insert option has

been removed and the items under Label options have been added to the Control insert option.



! New advanced feature for record locking. When two users attempt to update and save a record simultaneously, the second user cannot make any modifications and the following error message appears:

“Record has been updated by another user. Refetch and try again.”

To use the this feature, you must add the __CSF_Advanced_Record_Locking CSF Flag in NAMSYSPROPERTIES table and set the value as 1. For more information about record locking, see BMC Service Desk Express Administrator’s Guide.

! The right-click context menus in the CI explorer have been removed and are replaced with hyper links at the top. The details section (in the left bar) are hyper links and clicking the links open the corresponding record. The links present in the details section changes according to the context of the selected node. This is applicable for both Internet Explorer and Firefox.

Added supportBMC Service Desk Express 10.2 supports the following:

! BMC ProactiveNet 8.6.20, 8.5

! BMC BladeLogic Client Automation 8.2

! BMC Performance Manager 2.9.10, 2.8.5

! BomgarTM 11.1.1, 10.6.5, 10.5.5

! RightAnswer 6.3.1

! Apple Safari 5.0.5 (6533.21.1) (For Self Service only)

! Mozilla Firefox 12.0 (For support staff interface and Self Service)

! Internet Explorer 9.0

! Microsoft .NET 4.0

! Microsoft .NET 2.0 Service Pack 2

! Microsoft Windows 7 Service Pack 1

! Microsoft SQL Server 2008 Release 2 Express Edition (x86, x64)

! Microsoft System Center Configuration Manager 2007 Release 3

! Microsoft System Center Operations Manager 2007 Service Pack 2

Discontinued supportBMC Service Desk Express 10.2 and later does not support the following:

! NetSend Messenger Service will not be available for new installation of BMC Service Desk Express. However, for using the NetSend feature in the Microsoft Windows 2003 operating system, see the following KB article:


24 Release Notes



Corrected issues

! System Checker and DB Checker

! Installing SQL Server Express during BMC Service Desk Express installation

! Category multi-level popup window

! Internet Explorer 7.0

! Firefox 7.0, 8.0 (For Self Service only)

! Microsoft SQL Server 2005 Service Pack 3 Enterprise Edition (x86, x64)

! Microsoft Windows XP Professional Service Pack 2

! BMC Performance Manager 2.7

! BMC Knowledge Management Express 9.2.00.004

! VMWare Workstation - 5.5.3

! Microsoft .NET 2.0 Service Pack 1

! Bomgar 10.5.2

Corrected issuesTable 1-4 describes the problems that were reported earlier and were corrected in this version.

Table 1-4: Corrected issues (Sheet 1 of 5)

Defect Case Description

43209 73975 You were unable to use HTML code in displaying static texts. For example, you could not specify <U> and </U> tags to underline text in a Note field.

48576 97582, 110978 When you executed a QuickView query based on the Subject ID field where closed parenthesis was not present in the value of the Category field, you received the following error message in the Chart tab of the QuickView:Bad PCScript Error: String Index out of range: -60Example of a category field without closed parenthesis:(NEWPC ITPL

51525 109799 The substring expression for CSBR was not correct in the Online Help and documentation Help.

53362 119101, 137498 Multiple users could update records simultaneously, resulting in unexpected loss of data. The record locking feature was not working as expected.

Note: You must add the __CSF_Advanced_Record_Locking CSF flag in NAMSYSPROPERTIES table and set the value as 1.

54757 128119 In CSBR, when you formatted a tooltip with a text that contained < and > characters and saved the CSBR twice, the Format form CSBR was corrupted resulting in a blank CSBR form.Server Error in '/SDE' ApplicationA potentially dangerous Request. Form value was detected from Client (ARowDetails = "...36~^Enter <clientID> for ####T..."


Corrected issues

54765 126828, 123495 After setting up Push Service in BMC Service Desk Express, the Push Service could not connect and you received the following error message:vbscript 12812 error : Push Service Connect Failed

55134 130747 In the Notification form, if you set the value of the Address field using a expression builder as multiple email address fields separated by a semicolon, no email notifications were sent to the email addresses and you received the following error message:mlogicnotification Create Exception: -2146233033 - The specified e-mail address is currently not supported.For example, {TR, New_Email}; {TR,Client Email}

55159 131082 While creating a Change Request record, when you tried to change the Start Date to 12:00:00 AM manually, you received an error message.

55182 129979 If you executed a CSBR that populated the Impact ID field if the value of the Impact ID field was blank while saving the Incident, the Impact ID field was not populated and other check box values in the tab sections of the Incident form were cleared.

55183 131095, 130753 When you configured SSL for BMC Service Desk Express and tried to log in as an user assigned to a single group, the secured site was redirected to a HTTP site.However, this worked as expected for users assigned to multiple groups.

55214 131763 When you created a Client record with set the value of the Last Name field as NULL and saved the record, the value of the Last Name field was deleted automatically.

55351 133123 The Self Service Home tab concatenated the Tool Tips (Tips) for each tab and displayed them as one tooltip. During concatenation, there was no space between the tooltips in the Self Service Home tab.

55431 133879,137757 In Self Service, when you opened a custom Incident form that contained the Urgency ID field, and clicked on the Urgency ID field, the Urgency popup was displayed with the Urgency ID and Duration columns instead of the Urgency ID and Urgency Description columns.

56612 136789 If you created a CSBR with the following condition, the CSBR was not executed even when the conditions were met.! Event: On Data Change! Occurs for field: Login ID Assigned To ! In module: Incident

56823 137193,138227 The TAB and ENTER key functionality was not consistent in BMC Service Desk Express application.

57118 137739 The For Client option in the Open Incidents menu in an Incident form for a particular Client ID displayed incorrect results.

57448 139110, 142746, 143507, 147190, 150377, 150298

The Auto Close feature was not consistent for BMC Service Desk Express forms.For example, when you created a change record, and saved a new Work Order record, the Work Order form was not closed. However, when you saved a new Change assessment record by using the same Change form as mentioned earlier, the Change Assessment form was closed automatically and the focus returned to the parent Change form.

57611 139637, 141740, 143434

When you created a custom field in a custom module and added the custom field to the Self Service Incident form as a mandatory virtual field, you were able to save the custom Incident form even though the required custom field was blank.



26 Release Notes

Corrected issues

57660 139789 When you tried to upgrade from BMC Service Desk Express 9.8 to BMC Service Desk Express 10 in the following scenario, where, the database server and web server are two different computers, you received an error message.! You upgraded the database server from 9.8 to 10.0.! You upgraded the database server from 10.0 to 10.0.1.123.! You tried to upgrade the web server from 9.8 to 10.0.

57731 139860 In Self Service customization, the background color was displayed inconsistently.

57966 140237,145851 The filter and sort feature in a popup window was not working as expected.For example, if you set the current criteria as Client ID like 'a', the system sometimes retrieved records that contained 'a' and sometimes retrieved records starting with 'a'.

58103 140135 When you added a Print Preview button to a custom form, modified the image, and saved the form, and opened the custom form, the Print Preview button displayed the original image instead of the new modified image.

58194 140529 There was no detailed information in documentation about linking surveys to a module in non-work hours.

58249 140571 When you executed a QuickView in which one of the columns displayed name that contained % character, and clicked the Print Preview button, an empty page was displayed in the print preview and you received the following error message:The uri to be decoded is not a valid encoding utility.

58275 140643 You could not create a new calculated field by using nvarchar(max) and you received the following error message:VBScript message – Use ‘Test’ to validate the formula first’

58296 140681 The Service module popup window was not available for Self Service customization.

Note: You must add the __CSF_EnableSSDPopUpCustomization CSF flag in NAMSYSPROPERTIES table and set the value as 1.

58920 141438 There was an incorrect example in the documentation, that you could search based on the Datetime fields for Open Date and Close date using a range.

58925 141389 In BMC Service Desk Express 10.1, new icons were not displayed and the forms were displayed in new windows instead of new tabs. The new user interface did not appear in the following forms:! Holidays! Lock Configuration! Work Schedules! Application Administration! Service Desk Express Surveys! Dashboard Rights! Work Order Status Progression! Incident Types

58937 141501, 141540 In the Setting up configurations section in the online help, CI assembly was not mentioned, thus, created a confusion between CI Assembly and Configuration Item Assembly.




Corrected issues

58961 141297 In Self Service, when you modified the font size of a field, the font size of the field was reverted back to the default size if any other property for the same field was modified.

59010 141384 In the Find All popup window, you could not use % symbol in the filter criteria even if the __CSF_QVCondition Filter For LIKE Operator CSF flag was present.

59017 141541,142684 There was no documentation about the Software License Compliance form and its usage.

59223 141663 When you selected the Evaluation option in BMC Service Desk Express 10.1 Beta, new user interface was not displayed.

59260 141864 The Remember my Search Settings feature did not work as expected when the value of any text field contained the % symbol.

59306 142134 You could not update the Time Zone settings and you received the following error message:Acces to the path: C:\Program files\bmc\service desk express\apllication server\popchart\isapi\ctredirector.cfg is denied

59848 143671 The Views button was missing in the QuickView window that was to change the QuickViews filters. You could not expand your QuickViews, or view it in one, two, or three panes.

59935 143951,145718 In BMC Service Desk Express 10.1, when you customized a form, the alignment of the text of Boolean fields was to the right. There were alignment issues for existing forms that were created in previous versions of BMC Service Desk Express (for example, 10.0).

Note: This is the expected behavior. For more information, see BMC Service Desk Express Administrator’s Guide.

60017 144069 There was an incorrect documentation that you could change the color of the header in popup windows.

60048 143474,145360,150083

You could not add more than 2000 characters for external links and you received the following error message:Unable to add more external links on the navigator bar.

60259 144671 There was an incorrect documentation about adding multiple change approvers and assessors.

60275 144763 While installing BMC Service Desk Express, when you tried to create a database that started with an uppercase Z letter, you received an error message.

60795 145775 There was no Show Record details link in the detail section of the Configuration Items form.

61080 146026 There was less information in documentation about the Solution check box in the Knowledge search settings window.

61235 146843 If you tried to log in to BMC Service Desk Express as user A and logged out and log in again as user B, then you were logged in as user A instead of user B.This happened only if you are using the Internet Explorer 9.0 web browser.

63179 149736 The column headers for the reports were not displayed.



28 Release Notes

Corrected issues

63348 150190 When there were no rows to be displayed, the System Message Monitor window was blank.

63408 150086 The 'Ability to apply template for existing records in BMC Service Desk Express' feature did not work if you used Internet Explorer 7 or Internet Explorer 8. However, this was working as expected for Firefox web browser.




Known issues

Known issuesTable 1-5 describes the issues that remain open in this release of BMC Service Desk Express.

Table 1-5: Known issues (Sheet 1 of 9)

Issue Description

Issues related to Firefox

62760 If you are using Firefox 10 browser and launch forms that contain sections tabs (for example, Incident ITIL and APM forms), the user interface might be distorted and not displayed as expected.

63010 If you are using Firefox and launch the out-of-the-box forms that contain Select from popup window or calendar icons (for example, Impact and Type fields), the interface might appear slightly different. For example, the Select from popup icons might shift their positions and appear in the next line.

63640 In Firefox 11.0, the maximize and minimize buttons might not be visible as expected when you click them in the searched result of external documents of Self Service knowledge tool. Workaround:

Resize the window. The maximize and minimize buttons will be visible.

64146 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.

64167, 64342 In Firefox, when you try to select a Date/Time field in the following scenarios, you can not select any date by using the calendar option that is adjacent to the Value field:! from the Field list in the Advanced Conditions tab of the QuickViews Wizard! in a customized formWorkaround:

Enter the date manually.

64346 In Firefox, when you perform the following steps, you might not get the expected result:1 Create a CI Item and select Serial # and Asset # .2 In the Purchase Request form, add a new purchase item.3 Select the CI Type created in the first step. Enter ordered quantity as more than 1 (for

example, 3).4 Select Receive purchase Item.5 If you skip any item by clicking the Skip Item button, the next form opens but the

skipped item form remains open instead of being closed.

30 Release Notes

Known issues

General issues

53794 If you log in to BMC Service Desk Express from one browser (Internet Explorer or Firefox) window as Administrator and from another Internet Explorer browser window as Staff and refresh the Staff session, the Staff session is converted to an Administrator session.Workaround:

When you log in to BMC Service Desk Express and want to use more than one browser window, you must perform the following steps:! For Internet Explorer: Open a new Internet Explorer window by selecting

File > New Session in the Internet Explorer menu. ! For Firefox:1 Create a new profile by performing the following steps:

! Go to Start > Run.! Enter firefox.exe -p.

2 Set an environment variable by performing the following steps:! Go to Control Panel > System > Advanced > Environment Variables.! Click New in the System Variables section.! Enter the following values:

Variable Name - OZ_NO_REMOTE and Variable Value - 1! Click OK.! Click OK.! Click OK.

3 Create two shortcuts for Firefox to launch the browser with a different profile. The target in the shortcut properties should look like the following: Target: "C:\Program Files\Mozilla Firefox\firefox.exe" -p "profile name"

4 Launch two Firefox browsers with different profiles, session states of the different profiles are maintained.

55070 If you create a CSBR to be executed on the Save event (for example, the CSBR contained the message ‘Display message if staff save incident with blank "Assigned To" field’), the CSBR is executed even when you select the Save button and select the Clear Assigned To (T) option from the Assign To menu in the Incident form. The record is saved on Assign To or Clear Assign To only if the Save Assign To flag is set for the logged in staff in Staff permissions page.

55812 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 youare using compatible data types in your Business Rule.Workaround:

Instead of the database statement, you must add the following MATH statement in the Work schedule field of the Schedule tab of the BR: {MATH, (select b.sequence from _SMDBA_._SLA_ a , dbo.HOLIDAYSET b where a.SLA_ID = '{TR,SLA ID}' and a.Schedule = b.Name)}


Issue Description


Known issues

57218 If you create a Quick Ticket Template to be used in Self Service, and did not make the Category ID available for Self Service in Self Service settings, the Category ID is still populated when you create an incident in Self Service by using the same Quick Ticket Template.

59242 In a QuickView for incidents that contains Arabic language, when you use the Export QuickView results to a CSV/PDF file option, the results in the PDF or spreadsheet might not display correctly.

59584 If multiple business rule job processors are running, the scheduled mail listen rule might not be able to add attachments from an inbound email message and attach it to an incident or work order.

60577 If you set the default value of NOCOUNT option as ON for the BMC Service Desk Express SQL server database, the application might not work as expected. You might not be able to login to the application.

60809 You can not open a file that is added as an attachment to an outbound email conversation if the file name is in Russian language.

61268 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

61321 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.

61837 In SSRS reports that contain the date field as a filter, the Calender popup window might not be displayed on Apple Safari browser. For more information, see the following website:http://msdn.microsoft.com/en-us/library/ms251673%28v=vs.80%29.aspx

61878 When you create a new incident from the Incident Monitor, the Standard Description and the Standard Resolution fields that are attached to the selected Category does not populate the Incident Description and Incident Resolution fields correctly.

62124 When you create a support action where the Track Time, Notes Window, and Modify Window fields are selected, and then create a Problem, Change, or Whiteboard record, and add the newly created support action, the value of the Duration field might not be calculated correctly. You might not receive the following message:Duration must be greater that 00:00:00

62252 If you use BMC Service Desk Express on an Oracle database, the ISWORKTIME function does not work as expected.

62338 When you customize a form and save the custom form, and then select the Reset button from the Style and Objects toolbar, you receive a different form instead of the out-of-the-box default form.


Issue Description

32 Release Notes

http://msdn.microsoft.com/en-us/library/ms251673%28v=vs.80%29.aspx

Known issues

62810 You might not 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.

62832 When the Time zone and/or Group fields do not contain any value in the work schedule link form, you might receive a database error message.This is applicable only for Oracle environment.

62995 If you click the Cancel button in a OK/Cancel message box, BMC Service Desk Express behaves the same way as if the OK button is clicked.

63037 You cannot remove a report from the report category in Report Config tool.

63066 If you are a part of a lightweight group, the Do Not allow the Incident to be closed when a Work Order is linked to it is open option does not work as expected.

63072 You might receive the following error message when installing web services:Could not set service access permissions for ASP.NET user account

63109 When you set the ‘Default Dashboard’ as unshared, the Save Dashboard icon is disabled for all non system administrative users.

63120 If you use BMC Service Desk Express on an Oracle database and when you execute an out-of-the-box predefined report, you might receive an error message.Workaround: Modify the predefined query of the out-of-the-box report in report server.

63256 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.

63968 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.

64130 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: 0x80004005 (NS_ERROR_FAILURE)" However, if you receive the error message in the error console, there is no issue with the functionality.

64334 When you try to add a configuration item from stock in 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:

You can select a record and click Assign.


Issue Description


Known issues

64365 When you try to export a 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.

None Discussion Forum does not work for BMC Service Desk Express 10.2.

None When the detail section is hidden, and you perform an action that opens another window or dialogue box, you might receive an error message.Workaround:

Click the Show Record Details link and perform the desired action.

Known issues from version 10.1 of BMC Service Desk Express

53090 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.

53137 When you create a package in the Integration Engine by using Web Service as the adapter, and then try to resize a field in the Web method parameters, the content disappears.

53297 BMC Service Desk Express does not support consuming Web Services that return an object with an Abstract Class type.

53308 BMC Service Desk Express does not support consuming Web Services that return nested data types.

53414 When you upgrade to BMC Service Desk Express and then you double-click an EMAILOUT or EMAILIN record, the email record opens in the Email Conversation form. However, if the EMAILOUT or EMAILIN record is created in an earlier version of BMC Service Desk Express, the email record opens in the Audit Note window.

53935 When creating a Template, you cannot navigate through the Template link menu by using the keyboard.

54020 If you restart your computer during installation (if required), then after restarting, the installation starts from the beginning and not from the point it had left from.

54101 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.

54190 Text formatting in Microsoft Outlook meeting requests and tasks is changed, depending on your Exchange Server configuration.


Issue Description

34 Release Notes

Known issues

54259 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.

54359 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

54471 BMC Service Desk Express does not support double (nested) database lookups in a business rule.

54483 If you use dates with the MATH statement in a business rule, you might not receive the requested output, depending on your regional settings.

54544 If a business rule is configured to be triggered by another business rule, no action is performed unless all the required data is present.

54657 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.

54662 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.

54711 In forms that have an Actions menu, the Select From Staff window opens automatically, 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.

54883 In the Self Service application, when you click the Help button on the Select from Template or Select from Category windows, you are directed to the login page, instead of to the appropriate online Help page. This happens if you are using Internet Explorer 7.

54989 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.

54990 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.

55008 After the installation process is completed, multiple windows displaying the Setup is Complete message appear.

55024 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.

55042 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.


Issue Description


Known issues

55048 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 on 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.

55076 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.

55092 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.

55127 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.

55131 If you add a new query to the dashboard and then execute it, the Calendar view does not retrieve or display any query data.

55139 If you add a custom Email Address field to the Staff form, the Email, and Route To check-boxes in the Staff Profile window are disabled unless you use the out-of-the-box Email Address field on the Staff form.

55145 Clients cannot view department Work Orders and Purchase Request records even if they have department access. This applies to the Self Service application only.

55146 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.

55157 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 ErrorThis 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.

55166 In multi-module QuickView queries, searches that use an optional filter do not work for the Record Type field.

55173 If the Simple Mail Transfer Protocol (SMTP) service is not installed during the installation, you must manually install and configure SMTP in order to use the mail services.


Issue Description

36 Release Notes

Known issues

57164 In BMC Alignability Process Model (APM), you cannot open a Configuration Item (CI) record in 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 on Tab customization.3 Select CI Service Links tab from the Link View List list.4 Click Modify.5 Select the required form in the Form Name list.6 Click Save.

58057 When you right-click and refresh the navigator bar more than twice, you might be logged out of the application. You might receive script error messages.

58077 When you toggle between tabs, the cursor position does not appear as expected.

58079 The Remember Search Settings option is not working as expected for page numbers in the Find All popup window.

58220 Using the Tab key on the Calendar popup window does not work as expected.

58326 When you upgrade on an Oracle database, the Create Database option is selected by default instead of the Upgrade Database option.

58361 The Remember Search Settings option is not working as expected for the Sorted by option in Find All popup window.

58557 In CSBR, using a Math statement with the getdate() function does not work.

58837 In Internet Explorer 8.0, when you add a field in the Templates form in List Administration, you receive a script error message.Workaround: You must enable the Compatibility View by performing the following steps:1 From the Internet Explorer menu bar, click Tools, and then click to select the

Compatibility View Settings option.2 In the Compatibility View Settings window, click Add to add the website to the

‘Websites you’ve added to the Compatibility View’ list.3 Click Close.

58984 A business rule that is configured to be triggered by another business rule does not perform any action unless all the required data is present.

59066 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 popup window, a new tab opens for the selected CI Assembly and does not add an entry in the Service History tab.

59129 In the Find All popup window, if the Client ID contains double quotation mark, then only the part before the quotation mark is visible in the popup window.

59140 When you switch quickly between the tabs for the Client module, you might receive script error message.

59144 For a non- English operating system, the float values are appended with .00 in the Details section. For example, the float value of 10.50 is displayed as 10.50.00.

59157 When you launch the Work Schedule form, you might receive a script error message.

59165 During the 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.


Issue Description


Known issues

59173 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.

59175 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.

59188 QuickView query in a Grid view does not display any records when traversing between the Dashboard tab and tabs of other forms. This is applicable only for queries that displays 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 2

pages.2 Open an Incident form.3 Select 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.

59193 After upgrading to BMC Service Desk Express from an earlier version, the Service Level Agreement form is displayed in old user interface instead of the new interface.

59200 You cannot search incidents by using the Due Date field as the Filter By option if the Due Date is later than today. This happens only on the Oracle database.

59226 When you open a QuickView query result in a Calendar Month view, open any other form, and then leave the application idle for 10-20 minutes, the Calendar view shrinks.

59232 In QuickViews, when you used 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.

59236 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.

59269 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 Web Services.

None When you click the Refresh toolbar button in a browser, all open tabs are closed and the focus returns to the dashboard. You might be logged out of the application.

None 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.


Issue Description

38 Release Notes

Supported software

Supported softwareTable 1-6 lists the BMC Service Desk Express support on OSs, databases, and browsers. Support for a version of BMC Service Desk Express is designated by +. A blank cell indicates no support.

Table 1-6: Supported software (Sheet 1 of 3)

Product name BMC Service Desk Express

10.2 10.1

Application Server OS

Microsoft Windows Server 8

Microsoft Windows Server 2008 Release 2 Standard, Enterprise, Web Server Edition + +

Microsoft Windows Server 2008 (x86, x64) Service Pack 2 + +

Microsoft Windows Server 2008 (x86, x64) Service Pack 1 + +

Microsoft Windows Server 2008 (x86, x64) + +

Microsoft Windows Server 2003 Release 2 Service Pack 2 (x86, x64) + +

Microsoft Windows Server 2003 Service Pack 2 (x86, x64) + +

Database Server OS: Microsoft SQL Server



Microsoft Windows Server 2008 Standard, Enterprise Edition (x86,x64) + +



Database Server OS: Oracle



Microsoft Windows Server 2008 Standard, Enterprise Edition (x86, x64) + +



IBM®AIX® 6.1 + +

IBM AIX 5.2 + +

HP-UX 11.0 + +

Red Hat Enterprise Linux® 5.2 + +

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

Microsoft SQL Server 2008 Release 2 Express Edition (x86, x64) +

Microsoft SQL Server 2008 Release 2 Service Pack 1 (x86, x64) + +


Supported software

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) + +

Microsoft SQL Server 2005 Service Pack 3 Enterprise Edition (x86, x64) +

Database: Oraclea

Oracle 11g(11.2.0.3)

Oracle 11g(11.1.0.7) + +

Oracle 10g(10.2.0.5)

Oracle 10g (10.2.0.4) + +

Browser-Support Staff Interface

Internet Explorer 10.0

Internet Explorer 9.0 +

Internet Explorer 8.0 + +


Firefox 12.0 +

Firefox 11.0, 10.0, 9.0

Browser-Self Service module

Internet Explorer 10.0


Internet Explorer 8.0 + +


Firefox 12.0 +

Firefox 11.0, 10.0, 9.0

Google Chrome

Apple Safari 5.0.5 (6533.21.1) +

Apple Safari 3.1.2 + +

Microsoft Internet Information Server (IIS)

Microsoft IIS 8.0

Microsoft IIS 7.5 + +

Microsoft IIS 7.0 + +

Microsoft IIS 6.0

Note: BMC Service Desk Express supports Secure Sockets Layer (SSL).

+ +



10.2 10.1

40 Release Notes

Supported software

Virtual Software

VMWare Workstation - 7.xx + +

VMWare Workstation - 5.5.3 +

VMWare ESX Server - 4.0 update 1 + +

Microsoft Hyper-V (Windows Server 2008 Release 2) + +

Microsoft Hyper-V (Windows Server 2008) + +

Java Runtime Environment

JRE 6.0 + +

Microsoft Data Access Components (MDAC)

MDAC 2.8 Service Pack 1 + +

MDAC 2.8

Microsoft Silverlight

Microsoft Silverlight 4.0 + +



Microsoft .NET Framework

Microsoft .NET 4.0 +

Microsoft .NET 3.5 Service Pack 1 + +

Microsoft .NET 3.5 + +

Microsoft .NET 3.0 + +

Microsoft .NET 2.0 Service Pack 2 +

Microsoft .NET 2.0 Service Pack 1 +

Email 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 - 2.3.30-2.fc6 + +

Active Directory (all supported Windows versions) + +

Additional Windows components

Indexing Service + +a. This is not valid for new installation of BMC Service Desk Express 10.2. This is supported only forupgrade scenarios.



10.2 10.1


Supported software

Table 1-7 lists the minimum hardware and OS requirements for client workstations.

Table 1-8 summarizes 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 1-7: Client workstation requirements

Client workstation BMC Service Desk Express staff interface requirements and supported versions

Self Service interface requirements and supported versions

Hardware ! 1 GHz! 1 GB RAM

! 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

! 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 10

Resolution ! 1280 x 1024 pixels (Recommended)! 1024x768 (Minimum supported

resolution)

! 1280 x 1024 pixels (Recommended)! 1024x768 (Minimum supported

resolution)

Table 1-8: Supported integrations or optional software support (Sheet 1 of 2)


10.2 10.1

JAWS 12 + +

BMC Identity Management for .Net (IDM)

BMC Identity Management for .Net 5.2

Bomgar

Bomgar 12.1.1

Bomgar 11.1.1 +

Bomgar 10.6.5 +

Bomgar 10.5.5 +

Bomgar 10.5.2 +

Event Notification - BMC ProactiveNet

BMC ProactiveNet 8.6.20 +

BMC ProactiveNet 8.5 +

BMC ProactiveNet 8.0 + +

Event Notification-Microsoft Operations Manager (MOM/SCOM)

Microsoft System Center Operations Manager 2007 Service Pack 2 +

Microsoft System Center Operations Manager 2007 Service Pack 1 + +

Microsoft System Center Operations Manager 2007 Release 2 + +

Microsoft Operations Manager 2005

42 Release Notes

Supported software

ITSMe Applications - BMC Performance Manager

BMC Performance Manager 2.9.10 +

BMC Performance Manager 2.8.5 +

BMC Performance Manager 2.8 + +

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 8.1 + +

BMC BladeLogic Client Automation 8.0, 7.5, 7.2, 7.1.2

Knowledge Management

BMC Knowledge Management Express 9.2.00.004 +

Mail management

Microsoft Exchange Server 2010 Service Pack 1 + +



Microsoft Exchange Server 2007 + +

IBM Lotus Domino server

Novell GroupWise

Microsoft Systems Management Server (SMS/SCCM)

Microsoft System Center Configuration Manager 2012

Microsoft System Center Configuration Manager 2007 Release 3 +

Microsoft System Center Configuration Manager 2007 Service Pack 2 + +

Microsoft System Center Configuration Manager 2007 Service Pack 1 + +

Microsoft System Center Configuration Manager 2007 Release 2 + +

Microsoft System Center Configuration Manager 2007 + +

Microsoft Systems Management Server 2003

Project management

Microsoft Project Server 2010

Microsoft Project Server 2007 Service Pack 1 + +

Microsoft Project Server 2007 + +

Remote Access

Real VNC Enterprise Edition E4.5.1 + +

Real VNC Enterprise Edition E4.4.4 + +

RightAnswer Knowledge Search integration

RightAnswer 6.3.1 +

Table 1-8: Supported integrations or optional software support (Sheet 2 of 2)


10.2 10.1


Supported software

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 https://magickb.remedy.com/rkm/viewdoc.jsp?remedy=1&doc=19508&user=Self%20Help)

! SQL Clustering (For more information, see the KB article https://magickb.remedy.com/rkm/viewdoc.jsp?remedy=1&doc=15393&user=Self%20Help)

APM supportablityTable 1-9 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 10.1.0.282, because 10.1.0.282 is the minimum recommended version for BMC Alignability for Service Desk Express 10.1.00. For more information, refer to the BMC Alignability for Service Desk Express Installation Guide.

Table 1-9: Supported versions for BMC Alignability for Service Desk Express

BMC Service Desk Express version BMC Alignability for Service Desk Express version

Supported mode for BMC Alignability for Service Desk Express version

10.2 and later 10.1.00 full

10.0.01 full

10.1.0.282 and later 10.1.00 full

10.0.01 full

5.2.01 none

10.1.0.154 10.0.01 full

5.2.01 none

10.0.0.x and later 10.0.01 full

5.2.01 none

5.2.00 none

9.80.x and later 5.2.01 none

5.2.00 none

44 Release Notes







Installation information

Installation informationThis section contains installation information that supplements or supersedes the information in the BMC Service Desk Express Installation Guide.

How to obtain the productBMC Service Desk Express is available for download from the BMC Electronic Product Distribution (EPD) website at http://webapps.bmc.com/epd. 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 800 793 4262. 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 to place the downloaded files.

2 Go to https://webapps.bmc.com/signon/content/logon.jsp.

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.

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 select the Licensed Products tab.

8 In 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, and click Add.

c Click Back to My Entitled Products.

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.


https://webapps.bmc.com/signon/content/logon.jsp


9 In the Licensed Products tab, locate the product name (BMC Service Desk Express Suite) and expand its entries to show the available version numbers.

10 Expand the version number (BMC Service Desk Express Suite 10.2.00) for the required platform to show the available files.

11 To download the installer, click BMC Service Desk Express Suite Version 10.2.00.

12 Click Save in the File Download window.

13 Save the zip file (BMC Service Desk Express Version 10.2.00 Full Installation.zip) to the temporary directory that you created in step 1.

14 Unzip the zip file to the temporary directory.

15 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 e-mail 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.


! To install, use, and troubleshoot the BMC Service Desk Express software

1 Read these 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.

2 Install the product according to the directions the BMC Service Desk Express Installation Guide.

3 If problems occur while installing or operating BMC Service Desk Express, follow these steps:

a Use these Release Notes to determine whether the problem you are experiencing is a known issue with a resolution or workaround.

b See your documentation to make sure that you are following recommended procedures.

c 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.

IMPORTANT Installation of BMC Service Desk Express 10.2 is not supported on Oracle database. However, you can upgrade successfully on Oracle databases.

46 Release Notes


Upgrade informationBefore upgrading, read the upgrade information and procedures in the BMC Service Desk Express Installation Guide. These steps must be completed before you upgrade.

You can perform a clean installation of BMC Service Desk Express 10.2, even if there is no previous version of BMC Service Desk Express installed on your computer.

You can upgrade to BMC Service Desk Express 10.2 from BMC Service Desk Express 10.0 or later. If you have earlier versions (9.7, 9.8), you must first upgrade to BMC Service Desk Express 10.0 or later.

! To upgrade from BMC Service Desk Express 10.0 or later

1 Install BMC Service Desk Express 10.2.

2 Use the Web Services installer to install Web Services 10.2.

IMPORTANT If you are upgrading to the BMC Service Desk Express 10.2, you must read the upgrade information and procedures in the BMC Service Desk Express Installation Guide. These steps must be completed before and after the upgrade.

After upgrading to the BMC Service Desk Express 10.2, you might have tasks for additional customization. For more information about upgrading, see the BMC Service Desk Express Installation Guide.


Related information

Related informationTable 1-10 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 http://webapps.bmc.com/epd, and from the Customer Support website at www.bmc.com/support. You can access product Help by clicking on Help links.

Table 1-10: 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 Card

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.

Administrators

BMC Service Desk Express Installation Guide

This guide lists the hardware and software prerequisites and explains how to install the application and configure its components.

Administrators

BMC Service Desk Express Getting Started Guide

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.

Everyone

BMC Service Desk Express Administrator’s Guide

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.

Administrators

BMC Service Desk Express User’s Guide This guide describes how to create and manage incidents, work orders, and whiteboards; set up inventory; and manage purchase requests.

Everyone

BMC Service Desk Express Business Rules Administrator’s Guide

This guide describes setting up, configuring, and managing business rules.

Administrators

BMC Service Desk Express Client Side Business Rules Administrator’s Guide

This guide describes setting up, configuring, and managing client side business rules.

Administrators

BMC Service Desk Express Change Management User’s Guide

This guide describes how to create, modify, and track change and problem requests by using the Change Management module.

Everyone

48 Release Notes

http://webapps.bmc.com/epd

http://www.bmc.com/support

Support information

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 email messages when notices are issued or updated.

Support informationBased on the support policy adopted September 1, 2011 (http://www.bmc.com/support/prod-support-policy-time-based.html), for releases from that date forward, BMC provides technical support for a product based on time rather than number of releases. The previous release-based policy applies to releases before September 1, 2011 (http://www.bmc.com/support/prod-supp-policy-release-based.html).

To view the support status for this release, see http://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=102448.

For information about the support policy, see http://www.bmc.com/support/product-availability-compatibility.

BMC Self Service Administrator’s Guide This guide describes how to customize and use the Self Service module.

Everyone

BMC Service Desk Express Database Administrator’s Guide

This guide describes how to use the Database Administration utility and provides schematic views of the main components in the database.

Administrators

BMC Service Desk Express Integration Engine Administrator’s Guide

This guide addresses how to configure and maintain integration packages and steps that transfer data from one provider to another.

Administrators

BMC Service Desk Express Help 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.

Everyone

BMC Service Desk Express Integration Engine Help

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

Table 1-10: List of documents for BMC Service Desk Express (Sheet 2 of 2)

Title Description Audience


http://www.bmc.com/support/product-availability-compatibility

http://www.bmc.com/support/product-availability-compatibility

http://www.bmc.com/support/prod-support-policy-time-based.html

http://www.bmc.com/support/prod-support-policy-time-based.html

http://www.bmc.com/support/prod-supp-policy-release-based.html

http://www.bmc.com/support/prod-supp-policy-release-based.html

http://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=102448

http://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=102448

Support information

If you have problems with or questions about a BMC product, see the Customer Support website at http://www.bmc.com/support. You can view or download 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 800 537 1813. Outside the United States or Canada, contact your local BMC office or agent.

© Copyright 2012 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.

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.

Crystal Reports is a trademark or registered trademark of SAP AG in Germany and in several 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 INC2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA• 713 918 8800Customer Support: 800 537 1813 (United States and Canada) or contact your local support center

50 Release Notes

http://www.bmc.com/support

Documents

BMC Service Desk Express Release Notes - RightStar IT ... … · You can choose to deploy SSRS reports during the installation of BMC Service ... see the BMC Service Desk Express