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BMC Service Desk Express 10.0

Release Notes

March 2010

If you have comments or suggestions about this documentation, contact Information Design and Development by email at customer_support@bmc.com.

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Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USA

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Telephone (01) 713 918 8800 Fax (01) 713 918 8000

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Customer Support

u can obtain technical support by using the Support page on the BMC Software website or by contacting Customer pport by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.

pport website

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Submit a new issue at www.bmc.com/support.

Visit our Knowledge Base at http://magickb.remedy.com.

Re

B

lease Notes for

MC Service Desk Express 10.0

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

The following topics are provided:

Supporting documents for BMC Service Desk Express (page 6) Operational guidelines (page 6) Upgrade tasks (page 11) BMC Service Desk Express product support matrix (page 12) New and modified features (page 12) Removed features (page 24) Known issues (page 25)BMC Service Desk Express 10.0 5

6BMC Service Desk Express 10.0

SE

Oupporting documents for BMC Service Desk xpress

The following documents support BMC Service Desk Express 10.0

BMC Service Desk Express 10.0 Release Notes

Business Rules Administration Guide

Client Side Business Rules Administration GuideIntegration Engine Administrator Guide

IMPORTANT All other documentation related to BMC Service Desk Express 10.0 is installed with the product.

Unless otherwise noted, softcopy documentation is available 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.

perational guidelines 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 BMC Service Desk Express 10.0.

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

Read Chapter 1: Installation and Planning Requirements, before installing BMC Service Desk Express.

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. BMC Service Desk Express 10.0

Release Notes

Software requirementsTable 1-1 lists the software requirements for a server that hosts the BMC Service Desk Express 10.0 database.

Table 1-1: Database server software

Software MS SQL Oracle

Database The following versions are supported: Microsoft SQL Server 2005

Service Pack 3 (32-bit) Microsoft SQL Server 2005

Service Pack 3 (64-bit) Microsoft SQL Server 2008 (32-

bit) Microsoft SQL Server 2008 (64-

bit) Microsoft SQL Server 2008

Express (32-bit)

The following versions are supported: Oracle 10g Oracle 11g

Operating system The following operating systems are supported: Windows Server 2008 R2

Enterprise Edition Windows Server 2008 R2 Web

Server Edition Windows Server 2008

Standard/Enterprise Edition (x86, x64) Windows Server 2003 R2

Service Pack 2 (x86) Windows Server 2003 R2

Service Pack 2 (x64) Windows Server 2003 Service

Pack 2 (x86) Windows Server 2003 Service

Pack 2 (x64)

The following operating systems are supported: Windows Server 2008 R2

Enterprise Edition Windows Server 2008 R2 Web

Server Edition Windows Server 2008

Standard/Enterprise Edition (x86, x64) Windows Server 2003 R2

Service Pack 2 (x86) Windows Server 2003 R2

Service Pack 2 (x64) Windows Server 2003 Service

Pack 2 (x86) Windows Server 2003 Service

Pack 2 (x64) IBM AIX 6.1 or higher HP-UX 11.0 Redhat Enterprise Linux 5.2 SunTM SolarisTM 10 or laterOperational guidelines 7

8BMC Service Desk Express 10.0Table 1-2 lists the software requirements needed to support BMC Service Desk Express 10.0 in a Windows environment.

Software MS SQL Oracle

Operating system (continued)

For more information about the system patches and other requirements for these operating systems, see the appropriate installation guide at:

http://www.oracle.com/technology/documentation/oracle9i.html

http://www.oracle.com/technology/documentation/database10gR2.html

MDAC MDAC 2.8 Service Pack 1 MDAC 2.8 Service Pack 1 OraOleDB 10g fixes

MS XML MSXML 6.0 Service Pack 2 MSXML 6.0 Service Pack 2

JRETM 6.0u7 6.0u7

Table 1-2: Application server software

Software Supported versions

Operating system Windows Server 2008 R2 Enterprise Edition Windows Server 2008 R2 Web Server Edition Windows Server 2008 (x86) Service Pack 2 Windows Server 2008 (x64) Service Pack 2 Windows Server 2008 (x86) Service Pack 1 Windows Server 2008 (x64) Service Pack 1 Windows Server 2008 (x86) Windows Server 2008 (x64) Windows Server 2003 R2 Service Pack 2 (x86) Windows Server 2003 R2 Service Pack 2 (x64) Windows Server 2003 Service Pack 2 (x86) Windows Server 2003 Service Pack 2 (x64)

Web server Windows Server 2008: IIS 7.0 Windows Server 2003: IIS 6.0

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

MDAC MDAC 2.8 Service Pack 1

MSXML MSXML 6.0 Service Pack 1

JRETM 6.0BMC Service Desk Express 10.0

Release Notes.NET Framework .NET 3.5 Service Pack 1.NET 3.5.NET 3.0.NET 2.0 Service Pack 1

Browser One of the following browsers: Internet Explorer 8.0 with compatibility view Internet Explorer 7.0 Internet Explorer 6.0 with Service Pack 1 Internet Explorer 6.0

Oracle database Oracle 11.0.1.7 (plus patches) Client Oracle 10.2.0.4 (plus patches) Client

Additional Windows components

SMTP Indexing Service

Table 1-2: Application server software (Continued)

Software Supported versionsOperational guidelines 9

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BMC Service Desk Express 10.0

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Borkstation requirementsTable 1-3 lists the minimum hardware, operating system, and browser requirements for client workstations.

otice for usersBMC Service Desk Express (SDE) is supported on the default installations of the Windows 2003 and 2008 server operating systems.

SDE has not been tested on modified Windows Server environments where severe security restrictions are placed against the Users and Groups inherently used by the Internet Information Services (IIS), COM+ Applications, Data Sources (ODBC) connections, the Windows Registry, the Windows Services, and the directory or file structures of newly installed applications.

For this reason, if the default installation of a Windows 2003 or Windows 2008 web server is modified to restrict User and Group security access by eliminating and/or revoking the default rights assigned to such Users and Groups, there is potential for the SDE application to cease functioning as expected.

ble 1-3: Workstation requirements

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

Self Service and Client Services interface requirements and supported versions

ardware Pentium III 500 MHz or equivalent 512 MB RAM Pentium III 500 MHz or equivalent 512 MB RAM

perating system Windows Vista Windows Vista Service Pack 1 Windows XP Service Pack 2 Windows XP Service Pack 3

Windows Vista Windows Vista Service Pack 1 Windows XP Service Pack 2 Windows XP Service Pack 3 Mac OS 10

rowser Internet Explorer 6.0 Internet Explorer 6.0 Service Pack 1

Note: If you use IE 6.0, the expression builder does not open when you double-click a field. However, it does open if you select the menu and click Details..

Internet Explorer 7.0 Internet Explorer 8.0 Internet Explorer 8.0 with IE 7.0

backward compatibility

Internet Explorer 6.0 Internet Explorer 6.0 Service Pack 1 Internet Explorer 7.0 Internet Explorer 8.0 Internet Explorer 8.0 with IE 7.0

backward compatibility Firefox 2.0.0.6 (Windows and Mac) Firefox 3.5

Note: In Firefox, the pop-up blocker is enabled by default. You must turn off your pop-up blocker to view attachments in BMC Service Desk Express.

Safari 3.0.6

Note: Safari 3.0.6 does not support Windows Integrated Authentication (WIA).BMC Service Desk Express 10.0

Release Notes

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AThe SDE Technical Support Team may request that you revert all security related modifications as their primary approach towards rectifying any issues discovered within such modified Windows 2003 or Windows 2008 web servers where the SDE application is installed and experiencing functionality debilitating issues.

Due to the number of difference changes and configurations that are possible our recommendation is to setup BMC Service Desk Express within a test environment to test any security changes first before making any changes within the production environment.

pgrade tasks To upgrade from BMC Service Desk Express 9.6 or 9.7:

1 Install BMC Service Desk Express 10.0.

2 Use the Web Services installer to install Web Services 10.0.

To upgrade from BMC Service Desk Express 9.8:

1 Uninstall Web Services 9.8.

2 Install BMC Service Desk Express 10.0.

3 Use the Web Services installer to upgrade to Web Services 10.0.

IMPORTANT If you are upgrading to the BMC Service Desk Express 10.0, you must read the upgrade information and procedures in the BMC Service Desk Express 10.0 Installation Guide. These steps must be completed before and after the upgrade.

efore upgrading Please read the upgrade information and procedures in the BMC Service Desk

Express Installation Guide. These steps must be completed before you upgrade.

Use the System Checker to verify your current installation is valid prior to upgrade. You might have errors that need to be repaired before you can upgrade.

For more information about upgrading, see the BMC Service Desk Express Installation Guide.

fter upgradingAfter upgrading to the BMC Service Desk Express 10.0, you might have tasks for additional customization. For more information about upgrading, see the BMC Service Desk Express Installation Guide.Upgrade tasks 11

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BMC Service Desk Express 10.0

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MMC Service Desk Express product support atrix

Table 2 lists the versions of BMC Service Desk Express and their level of support. For more information about product support, see the following BMC Software product support policy: http://www.bmc.com/support/product-support-policy.html.

NOTE Information contained in the release notes may override this policy.

ew and modified featuresBMC Service Desk Express 10.0 includes the following new features.

Web Services (page 13)

SDE Business Rules initiator (page 14)

Web Service adapter (page 14)

Web Services Manager (page 14)

CSBR Web Service Lookup (page 14)

Auto-Close windows (page 14)

Bomgar integration (page 14)

Change Management improvements (page 15)

CI Explorer (page 17)

Work order status progression (page 17)

Templates (page 17)

ble 2: BMC Service Desk Express product support matrix

rsion Release Date Technical Support Development Support

MC Service Desk Express 9.8 November 2009 Yes Yes

MC Service Desk Express 9.7 August 2008 Yes Yes

MC Service Desk Express 9.6 March 2008 Yes Yes

MC Service Desk Express 9.2 July 2007 Yes (limited) Yes (limited)

MC Service Desk Express 9.1 November 2006 No No

MC Service Desk Express 9.0 March 2006 No No

agic Service Desk 8.2 May 2006 No No

agic Service Desk 8.1 November 2005 No No

agic Service Desk 8.0 December 2004 No NoBMC Service Desk Express 10.0

Release Notes

W Self Service improvements (page 17)

Customizing a Close form (page 18)

Configuration Manager Express product name changed (page 18)

Microsoft Exchange integration (page 18)

E-mail Conversation improvements (page 19)

E-mail Service Configuration changes (page 20)

Minimize, maximize, and restore tabs (page 20)

QuickViews improvements (page 20)

Copying configuration items (page 21)

Multiple configuration items (page 21)

Change PM Links module (page 21)

Start ticker for all users (page 21)

Group permissions (page 22)

Staff permissions (page 22)

Problem closed details (page 22)

Changes tab in the Service form (page 22)

ProactiveNet integration (page 22)

On Button Click event for CSBRs (page 23)

Error message on CSBR execution failure (page 23)

Standard information appended to the Resolution text box (page 23)

Date and time in reports (page 23)

Word wrapping in the Detail tabs (page 24)

Other enhancements (page 24)

eb ServicesThe Web Services functionality has been added to the BMC Service Desk Express Integration Engine Console that allows you to consume external services published by other products and systems. Consumed Web Services can be both source (providing data to BMC Service Desk Express) and target (receiving data from BMC Service Desk Express).

The Web Services adapter, which is similar to the XML adapter, prompts you during the configuration stages for endpoint and security options and retrieves the WSDL for the service. New and modified features 13

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BSDE Business Rules initiatorA new initiator is available in the Initiator Type options that can be used to define the BMC Service Desk Express module that is used as source data for an integration package. For more information, see the BMC Service Desk Express Integration Engine Administrator's Guide.

Web Service adapterA new adapter is available in the Adapter Type options that can be used to connect to the WSDL URL of a Web Service with the specified user and group credentials and use the Web Service's return data as a data source for a package step or substep if the adapter is used as a source adapter. For more information, see the BMC Service Desk Express Integration Engine Administrator's Guide.

Web Services ManagerBMC Service Desk Express has provided the Web Services Manager, which guides you through the Web Service template creation process. In the Web Service template, you can define which public Web Method should be executed, the values for input parameters, and the return fields that are generated when the public Web Method is executed with the supplied values for input parameters. You can use the return fields to fill data in a form's field using a CSBR's Web Service Lookup (WS Lookup) or fill the Web Service adapter stages in the Integration Engine. For more information, see the BMC Service Desk Express Business Rules Administrator's Guide.

CSBR Web Service LookupA new lookup option has been added, Web Service lookups. Web Service lookups allow you to fill in a form's field with values of a Web Service's return fields. You must configure the Web Service lookup to consume a Web Service defined in a Web Service template, select the public Web Method to be used, specify a value for each input parameter of the public Web Method, and retrieve the Web Service's return fields. After creating the Web Service lookup, you can select the required return fields that are required to fill in the forms field.

uto-Close windowsNow, you can configure windows for forms, such as incident forms and work orders, to close themselves automatically when you close the incidents or work orders.

omgar integrationBomgar is a secure platform for virtualized support that enables support staff members to virtually be in more places and on more systems than they could be physically. BMC Service Desk Express 10.0

Release Notes

CBomgar works transparently through firewalls, giving support staff members virtual access to remote Windows, Linux, and Macintosh computers, whether these computers are attended or unattended. It enables support staff members to take virtual trips to customer sites and work as if they were physically present.

Bomgar logs and records every session, ensuring that virtual support is more accountable and secure than on-site dispatches. And most Bomgar sessions are clientless, lasting only for the duration of the support call and leaving no footprint on the remote computer.

BMC Service Desk Express resources can capture these sessions and link them to the associated incidents for auditing.

NOTE The Bomgar product is delivered as an appliance that must be purchased independently of BMC Service Desk Express. If you are interested in purchasing Bomgar, please contact your BMC sales representative for additional information and pricing.

IMPORTANT If you configured BMC Service Desk Express 9.6, 9.7, or 9.8 with Bomgar using the BMC Service Desk Express Integration with Bomgar whitepaper, please note that the Bomgar integration configuration has changed. After you upgrade to BMC Service Desk Express 10.0, you must reconfigure your system to work with Bomgar. For more information, see the BMC Service Desk Express 10.0 Integration Engine Administrators Guide.

hange Management improvementsThe Change Management module has been updated with several improvements.

Now, the change form displays the change sequence number, initiator, and open or closed status in the title bar. If multiple change forms are open, you can view the change details when you move your mouse over the change form in the taskbar.

You can simultaneously add multiple approvals to a change request. This is a quicker option when you need to create many approval records for a single change request. For example, if your change request needs to be approved by all members of a Change Approval committee, you can create a change request and add multiple approvals to it by selecting all the committee members.

The change schedules user interface has been made easier to navigate and to perform tasks. You can customize the Change Schedule form's Default View, color for each Change Type, and the fields that are displayed in the tooltip.

When you close a change request, the Close Change Request window has been provided to record details, such as the name of the currently logged-on user ID, the close date and time, the category ID, the category description, the status ID, and the actual end date. New and modified features 15

16

BMC Service Desk Express 10.0 The Quick Close command has been added to the Actions menu on the Change window. This command automatically designates the change record as closed without opening the Close Change Request window.

When you close a change request, the Close Change Request window appears with options to close all open incidents, work orders, or problems associated with this change request.

The Configuration Item (CI) Assembly form can be customized to include the Changes tab and the Change form can be customized to include the CI Assemblies tab. Adding these tabs allows you to track the change requests that are linked to a CI Assembly.

You can no longer add assessments, approvals, custom details, system-generated actions, attachments, and work orders to a closed change request.

Now, you can copy only those change approvals that are assigned to open change requests.

You can modify only those change approvals that are assigned to open change requests.

The users who can modify a change approval have been restricted to only the user who created the change approval and the assigned approver.

You can copy only those change assessments that are assigned to open change requests.

The users who can modify a change assessment have been restricted to only the user who created the change assessment and the assigned assessor.

You can modify only those change assessments that are assigned to open change requests.

BMC Service Desk Express has provided the option of creating blackout periods to prevent unwanted and unplanned change requests during certain date and time ranges, which minimizes downtime in your organization.

You can simultaneously add multiple assessments or approvals to a change request. This is a quicker option when you need to create many assessment or approval records for a single change request.

Now, you can select the staff member you want to assign as the assessor or the approver for the change record.

The License Information tab has been updated to display the total number of Change Management (CM) licenses available for your system, the number of licenses in use, and the number of available licenses. When the user closes all the open change, change approval, and change assessment forms, the Change Management license is released and the number of licenses in use and available licenses is updated in the License Information tab.

The Changes tab has been added to the Configuration Items form. You can associate and edit a change associated with a configuration item.BMC Service Desk Express 10.0

Release Notes

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SeI ExplorerThe CI (Configuration Item) Explorer has been added to the Configuration Items module. This is a configuration item data visualization tool that enables you to view configuration items and their relationships in an easy to understand, graphical manner. In the CI Explorer, each configuration item is represented by an image that indicates its sequence and CI Type. When a configuration item is related to other configuration items, arrows connect its image to theirs. You can select the images that appear for CI Types and services.

ork order status progressionYou can use the Work Order Status Progression feature to automate a workflow for various work orders that are assigned to an incident or a change request. Work Order Status Progression helps you to update the status and arrange the assigned work orders in a chronological sequence of events for an incident or change request.

mplatesBMC Service Desk Express has provided the option of creating templates.

Templates help you to increase productivity and efficiency by providing filled in forms that can be used to avoid the task of entering data in each field of the form and to improve data accuracy. Additionally, templates can be used if you require that data in your records is entered in a standard format.

The following tasks are possible, using the templates:

You can control whether all users can see and use templates, or whether certain user groups have exclusive access to them.

You can control the order in which templates are listed, to make it easier to located the one that you want to use.

You can create templates for incidents, work orders, change requests, change assessments, and change approvals, and link them.

Work order status progression has been integrated into the templates feature, so that you can link work order templates together as predecessors and successors of each other.

You can also set a unique hierarchy of predecessor and successor work order templates for each incident template, for example, that a work order template is linked to.

lf Service improvementsThe following improvements have been made to Self Service:

You can add links to templates on the Self Service home page, and even specify the number of links you want to display.New and modified features 17

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M You can configure the links that are sent out via E-mail to users that allows them to automatically launch Self Service, and see either a list of records or a specific record.

Administrators can customize the Attachments form in Self Service to enable or disable the Add and Remove buttons.

The Alerts panel is now hidden when there are no alerts to display.

ustomizing a Close formYou can customize the Close form that appears when you close an incident, change request, or problem. You can create a new Close form, customize it depending on your requirements, associate it with available incident, change request, work order, or problem forms, or assign it to a group. For each user-created form, you can create and customize a Close form to include fields present on the incident, change request, work order or problem form. When you enter the required details in the Close form, these details are stored in the associated record.

onfiguration Manager Express product name changedThe Configuration Manager Express (CME) product name has been changed to BMC Bladelogic Client Automation (BBCA), effective from version 8 onwards.

NOTE Some documents may still contain references to CME. In such cases, users should understand BBCA as being the actual product being referred to.

icrosoft Exchange integrationYou can configure BMC Service Desk Express to integrate with your Microsoft Exchange Server 2007 mailbox accounts to perform several tasks.

You can assign tasks to the SDE staff whose mailbox is configured in Microsoft Exchange 2007 when you create a work order.

You can update the assigned task or send updated meeting requests to the SDE staffs mailbox, each time you modify a change request or work order. The previously created meeting request or task request will me moved to the Deleted Items folder automatically.

You can delete a task from Assign To Staffs mailbox on work order deletion. When a work order gets deleted, its task in Outlook is moved to the deleted folder. When a change record gets deleted, a meeting cancellation request is sent to the staffs mailbox.

You can record the meeting request responses in the Detail tab of the change request. Whenever a response (Accept/Decline/Tentative) is received for a Meeting Request from Exchange user, the corresponding Change Request will be updated with a Change details record. This Change details record will contain information about the response for the Meeting Request along with Change # , Message Body and Assigned to Staff.BMC Service Desk Express 10.0

Release Notes

E- You can define your unavailability by enabling the Out Of Office (OOO) feature in users mailbox.

You can subscribe to the Exchange Server to receive user responses (Accept/Decline/Tentative) for a Meeting Request from a users mailbox.

mail Conversation improvementsThe E-mail Conversation module has been updated with several improvements.

The Ignore e-mails from field has been added to the System tab of the Application Administration form. If an email comes from any of the email addresses specified in the Ignore e-mails from field, BMC Service Desk Express ignores it. This option allows you restrict emails coming from known invalid email addresses or the Mail Administrator.

The "Do not embed the SMTP Reply-To parameter in an outbound email's header" check box has been added to the Mail Service Configuration form. When you select this check box, BMC Service Desk Express removes the Reply-To parameter from the outbound email's header.

The detail type, staff ID, E-mail subject, start date and time, duration, the To and Cc E-mail addresses, and the E-mail body information has been added to the EMAILOUT record.

The detail type, staff ID, E-mail subject, start date and time, duration, the From E-mail address, and the E-mail body information has been added to the EMAILIN record.

If you double-click an EMAILOUT or EMAILIN record, the E-mail record opens in the E-mail Conversation form. You can view the E-mails attachments or send a reply.

The Email Conversation form has been updated to allow you to add attachments to an email if you have the INSERT permission for the Attachment module.

When you send or receive an attachment from an Incident, Work Order, Problem, or Change form, the attachment is stored in the Attachments tab of the form. You can open the attachment from the Attachments tab.

If you open a record in the Incident, Problem, Work Order, Purchase Request, Whiteboard, or Change form and send an email for the record, you can use the Copy text from list to add data from a current record's field.

The BMC Service Desk Express email address book has been added to the Email Conversation form. While sending an email, you can select staff and client email addresses from this email address book.

Now, you can send emails to non-BMC Service Desk Express users.

When you send an email, the recipient's email address is recorded and displayed in the Email (To/ From) column of the Details tab. When you receive an email, the sender's email address is recorded and displayed in this column. New and modified features 19

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QThis column is available in the default Incident and Work Order forms. You need to add this column through customization to the Change, Purchase Request, Whiteboard, and Problem forms.

Now, you can modify the text that appears in the E-mail conversation message footer depending on your requirements. For example, you can add your company disclaimer notice to the footer of all emails being sent from BMC Service Desk Express. This option is available only for emails that are sent for records in the Incidents, Problems, Work Orders, Purchases, Whiteboards, Configuration Items, or Changes modules.

mail Service Configuration changesNow, you can configure multiple E-mail accounts in E-mail Service Configuration. You can use SDE Mail Processor, and configure Business Rules to monitor these mailboxes and automatically create incidents based on the conditions you set.

inimize, maximize, and restore tabsBMC Service Desk Express has provided the option of minimizing or maximizing the tabs at the bottom of windows using the Minimize and Maximize buttons in the upper-right corner of the tabs. When you click the Minimize button, the records in the tab are hidden and only the tab name is visible above the status bar. You can make the records visible by clicking the Restore button. When you click the Maximize button, the tabs size is increased to the size of the form and more records are displayed to fill up the tabs. You can restore the tabs to their previous size by clicking the Restore button.

uickViews improvementsQuickViews in BMC Service Desk Express 10.0 have the following improvements:

Now, you can export the results of your QuickView query to a Comma Separated Values (.CSV) file or a Portable Document Format (.PDF) file. After creating the .CSV file or .PDF file, you can save the file on a computer or send it by E-mail.

You can also set group and staff permissions to display or hide the Export QuickView results button.

For multi-table QuickViews, you can easily change the state of records to display by selecting the Open, Closed, or Both button. You must select the State field for all cells in a column, include State as a condition, and select Prompt at Runtime.

These buttons have been added to the following default QuickViews:

My work (Incident & WO) (Predefined Queries)

My work sorted by Due Date (Predefined Queries)

Work assigned to members of my group (Predefined Queries)

Work for a specified group (Predefined Queries)BMC Service Desk Express 10.0

Release Notes

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St By default, the My work (Incident & WO) (Predefined Queries) query has been assigned to the My Queries folder.

Now, the Select Query field on the QuickView lists queries present in the My Queries folder. It does not list custom queries that have been shared with your group, unless you include the query in your My Queries folder or the System Administrator has configured this QuickView to be displayed to Everyone or your group.

The Record Type field has been added to display the module name of a record. If you select the Record Type field in a column, BMC Service Desk Express assigns the Record Type field to all other cells in the column because all cells in a column must be of the Record Type field. If you remove the Record Type field from a cell, BMC Service Desk Express assigns to the other cells with the Record Type field because you cannot use the Record Type field with other fields in the same column.

Now, you can toggle the new Tab View while using QuickViews to switch between multiple QuickView queries.

Now, the QuickView query results are refreshed, automatically, when you change the status or assignment of a record that you accessed via a QuickView query.

You can customize QuickView to show or hide various columns in query results, to control how much information is displayed about a record.

You can customize the menu commands that appear in the Actions menu for each QuickView module.

opying configuration itemsNow, you can make a copy of an existing configuration item.

ultiple configuration itemsNow, you can link more than one configuration item to a change request.

hange PM Links moduleBMC Service Desk Express has added the Change PM Links module to allow you to create a business rule that allows a change request to be created when a problem record is created or updated, and link the change request record to that problem record.

art ticker for all usersYou can start the ticker of the whiteboard notice for all users who will log in to BMC Service Desk Express after the current time. This ticker is not displayed for all currently logged on users. After the ticker is started, only System Administrators can stop the ticker.New and modified features 21

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Prroup permissionsA new tab, Additional Permissions, has been added to manage permissions assigned to a group. In this tab, you can configure the following permissions:

Allow members of the group to close incidents, work orders, or changes.

Allow members of the group to close incidents with assigned open work orders.

Allow members of the group to close changes with assigned open incidents, work orders, or problems.

Allow the System Administrator to show or hide the Export QuickView Results button from QuickView toolbar.

aff permissionsA new tab, Additional Permissions, has been added to manage permissions assigned to a staff. In this tab, you can configure the following permissions:

Designate a staff member as a System Administrator or a Group Administrator.

Allow a staff to close incidents, work orders, or changes.

Restrict the current staff member from automatically saving an incident when the Assign To menu is used.

oblem closed detailsIf you want to view the details of the user who closed the problem, you can customize the problem form to include the following fields:

Login ID Closed By

First Name Closed By

Last Name Closed By

When you close the problem, these fields are filled with the logged in users details. If you re-open the closed problem form, the values in these fields are cleared.

hanges tab in the Service formThe Changes tab has been added to the Service form. You can create and edit a change request associated with a service (as part of a service level agreement). You can also link to change requests that are not assigned to a service record.

oactiveNet integrationNow, you can configure BMC Service Desk Express to integrate with BMC ProactiveNet. This lets you automatically create and close incidents based on the alerts generated by BMC ProactiveNetBMC Service Desk Express 10.0

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Dn Button Click event for CSBRsA new event is available in the Event list that can be used to perform an action, such as consuming a Web Service, when you click a customized toolbar button on a form. You can add the customized toolbar button the form using customization and link the CSBR to the customized toolbar button.

ror message on CSBR execution failureIf a Client Side Business Rules (CSBR) fails to execute, BMC Service Desk Express displays an error message with the name of the CSBR and the expressions that failed.

andard information appended to the Resolution text box If an incident is closed because the associated change was closed, the following

information is appended to the Resolution text box: [The incident is closed because the associated change # has been closed.]

If an incident is closed because the associated problem was closed, the following information is appended to the Resolution text box: [The incident is closed because the associated problem # has been closed.]

If a work order is closed because the associated incident was closed, the following information is appended to the Resolution text box: [The work order is closed because the associated incident # has been closed.]

If a work order is closed because the associated problem was closed, the following information is appended to the Resolution text box: [The work order is closed because the associated problem # has been closed.]

If a work order is closed because the associated change was closed, the following information is appended to the Resolution text box: [The work order is closed because the associated change # has been closed.]

If a problem is closed because the associated change was closed, the following information is appended to this text box: [The problem is closed because the associated change # has been closed.]

ate and time in reportsBMC Service Desk Express 10.0 has configured the out-of-the-box print preview reports to take the difference between the user computer's time zone and the servers time zone into consideration to display the date and time. Additionally, all other reports accessible via the report interface have been modified to display the date and time in the d MMM yyyy hh:mm:ss 12 Hour format.New and modified features 23

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Rord wrapping in the Detail tabsYou can enable word wrapping in the Detail tabs to make one record occupy the area allotted to the Detail tab when you have records in the Detail tabs that contain a large amount of text. For example, the Incident Details tab of an incident record displays a single notes record if the Description column contains a large amount of text.

ther enhancements Now, you can configure the BMC Service Desk Express dashboard to display or

hide the My Profile link using the Application Administration form.

You can place the cursor over the Description field of a tab in the Details section of any form to view the complete description.

You can drag the border of BMC Service Desk Express windows to suit your needs. The tabs in the details section of forms are automatically adjusted to fit the width of resized windows.

You can link multiple CIs to a service and vice versa, in a single step.

You can link a multiple CIs to a work order, and vice versa.

You can link multiple services to each other. This is not an out-of-the-box function. You can customize the Services form to begin linking services.

emoved featuresThe following features have been removed from the BMC Service Desk Express 10.0.

ZAC Viewer

BMC no longer supports the ZAC Viewer feature. The ZAC Viewer button might appear on some customized forms when you upgrade to the BMC Service Desk Express 10.0. Please remove this button from your customized form.

BMC Identity Management integration

BMC Service Desk Express versions 10.0 and later no longer support integration with BMC Identity Management.BMC Service Desk Express 10.0

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53nown issuesTable 3 lists the known issues for the BMC Service Desk Express 10.0.

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090 You cannot map the Source and Target fields while creating or updating Integration Engine package due to browser security settings.Workaround: 1 On the Internet Explorer menu bar, select Tools > Internet Options.

The Internet Options window appears.

2 Click the Security tab.3 In the Security level for this zone section, click Custom Level.

The Security Settings window appears.4 In the Settings section, click the Allow paste operations via script or Enable

Programmatic keyboard access option.

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

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

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

414 When you upgrade to BMC Service Desk Express 10.0 and you double-click an EMAILOUT or EMAILIN record, the E-mail record opens in the E-mail Conversation form. However, if the EMAILOUT or EMAILIN record is created in an earlier version of BMC Service Desk Express, the E-mail record opens in the Audit Note window.

711 A incorrect value is displayed for the amount of time left until setup completion, while installing BMC Service Desk Express.

757 Installation of SQL Express 2008 fails on computers running the Windows Server 2005 or 2008 operating systems, and already having SQL Express 2005 installed.

924 BMC Service Desk Express does not support consuming Web Services that return a Data Set because these Web Services are not well-defined Web Services.

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

259 You cannot see or edit the existing UNIQUE constraints using the DB Admin utility. Do not create or modify an index with a UNIQUE constraint using this utility.

020 The Installer application prompts you to enter all of the required information again, after completing the installation process, and rebooting the computer.

197 The upgrade process for BMC Service Desk Express fails and the following error message is displayed: MGCDBAdmin.DBAdmin.WrapperLogin(String dsn, String systemUser, String systemPassword)Workaround: Stop all services used by BMC Service Desk Express. For more information, refer to the BMC Service Desk Express Installation Guide.

693 If a tab in a tab section includes a boolean field, this field is seen as an option in the Copy Text From drop-down menu on tabs that do not include this boolean field.Known issues 25

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Is101 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.

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

469 When you add QuickView tabs to the dashboard, the arrow buttons on the QuickView panel are not displayed sometimes.

Workaround: Re-select the QuickView query from the list, or collapse and expand all the QuickView tabs to make the arrow buttons appear.

471 BMC Service Desk Express does not support double (nested) database lookups in a Business Rule.

483 If you use dates with the MATH statement in a Business Rule, you might not received the desired output, depending on your regional settings.

544 A Business Rules that is configured to be triggered by another Business Rule, will not perform any action unless all the required data is present.

562 While upgrading to BMC Service Desk Express 10.0 from an earlier version, the Installer application incorrectly presents the Typical installation option during setup.

622 BMC Service Desk Express does not support Oracle 10g, 11g 64-bit clients on a 64-bit Windows 2008 Operating system. This is an Oracle database issue. For more information, see Oracle case IDs ORA-12154 or ORA-6413.

586 Report queries time out if the database size, or if the amount of requested data is very large.

657 The Jaws screen reader application doe not correctly read out the names of the buttons and fields on the Change Request, Change Assessment, and Change Schedule forms.

656 The Jaws screen reader application does not correctly read out the names of the headers and sub-headers in the Navigation bar, when you use the Tab button to select them.

662 The Documenter utility does not execute, and 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 McAffee Host Intrustion prevention considers the BMC.SDE.Utilities.Documenter.exe file located in the \Tools directory as malware because of the double extensions in its file name.

711 In forms that have an Actions menu, the Select From Staff window opens automatically, even without you pressing Enter, if you use the Tab button to navigate to Actions menu, and the arrow keys to highlight the Staff option. Similarly, the Close Form window opens automatically, when use the keyboard to navigate to the Close option.

Also, if you use the Tab button to select and expand the Actions menu, it remains open even when you click somewhere else on the screen. The Actions menu behaves normally, if you use the mouse to access it.

716 Online Help and Users Guide documentation has not been added for Survey Management reports and Management reports.

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Is869 BMC Service Desk Express is supported only on the default installations of the Windows Server 2003 and 2008 operating systems. Refer to the BMC Service Desk Express 10.0 Install Guide for more information.

883 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 the appropriate Online Help page. This happens if you are using the Internet Explorer 6 or Internet Explorer 7 web browser.

986 BMC Service Desk Express might display a Request Timed Out message when you change group permissions for a very large group and apply the changes to all of its members.Workaround: Set a higher value for the executiontimeout attribute of the httpRuntime parameter in the web.config file.

989 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.

990 An Object Reference error is displayed when you modify a foreign key field through DBAdmin.Workaround: Expand the foreign key field, and then proceed with the modification.

995 When you open the System Details tab while viewing a purchase request record, only a part of the information in the Description field is visible.

008 Multiple windows displaying the Setup is Complete message appear after the installation process is completed.

009 The Installer application displays an error message and terminates after extracting the files required for installation

024 You cannot use the netsend function with BMC Service Desk Express on computers running the Windows Server 2008 operating system. This is because the netsend command is not available in the Windows Server 2008 operating system.

026 If you close a whiteboard and then re-open one of the incidents that were associated with it, the whiteboard itself, and the other associated incidents are not re-opened.

032 The title bars of QuickView widgets disappear when you move them around the dashboard.

042 The MS Exchange Listen and MS 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.

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Is048 You might face issues using the Microsoft Exchange integration feature, if you set up BMC Service Desk Express using the Secure Socket Layer (SSL) protocol or Windows Integrated Authentication

Workaround: In the Internet Information Services (IIS) Manager, right click on PushNotificationClient.asmx, and then select Properties. In the Secure communications panel of the File Security tab, click the Edit button. Clear the Require Secure Channel check-box. This disables SSL and enables you to use Microsoft Exchange Integration. Perform the same steps for the App_Code directory in the IIS Manager.

WIA is now disabled by default, for PushNotificationClient.asmx and the App_Code directory in the IIS Manager by the Installer application, if you set up BMC Service Desk Express to use WIA.

073 ActiveX and Java format reports display a blank output screen on computers running the Microsoft Windows 2008 R2 operating system. On these computers, all Print preview reports will be opened in a PDF viewer by default.

076 If you modify a multi-module query and make it a single-module query, the changes might not be saved correctly, and executing the query results in an error.

083 While upgrading to BMC Service Desk Express 10.0 from an earlier version, the Installer application displays an incorrect current version number. For example, the Installer application may display the current version number as 9.06 when it is really 9.6.

089 When you delete a default change type, original the entry is still present in the Change Type list, and the following error is displayed when you try to save the record:[25918] [DBACCESSLOGIC] - Validated field "Change Type" contains incorrect valueWorkaround: Enter another value in the Change Type field, and then save the record.

091 When you create a service record, the Unlink Records option in the More Actions, and right-click menus remains active even when there are no records to unlink. This behavior might occur with other records as well.

092 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.

122 Staff settings for White Board Ticker Configuration are not retained and reflected across multiple instances of BMC Service Desk Express running in separate browser windows or tabs, for that user.

125 Switching between the Tab view and Widget view of the QuickViews feature, does not retain focus on the last viewed query.

127 If you create a custom module using DBdmin, and then try to replicate it, the Replicate Module window does not change and the operation is not carried out.

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

133 If you add a new query to dashboard, and then execute it, the QuickViews panel reverts to the default view. Workaround: Refresh the page, or log out of SDE and log in again.

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Is139 You can add a custom E-mail address field to the Staff form, however, the E-mail, and Route To check-boxes in the Staff Profile window are disabled unless you use the out-of-the-box E-mail Address field on the Staff form.

146 Service requests that are created for a particular client before granting access to a department or company, display a blank page when a user from that department or company tries to access them.

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

157 When you modify a record from a Custom module in the Self Service application and try to save it, the following error 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 leaving that field empty.

158 When you attempt to close a Preventive Work Order record, the following error is displayed:Type mismatch: 'CDate'This error is displayed again, when you try to close the Preventive Work Order record a second time, while leaving the CI Type field empty.

166 Searches using an optional filter do not work for the "Record Type" field in multi-module QuickView queries.

173 If you do not install the SMTP service while running the Installer applicaton, you must to manually install and configure it in order to use the mail services.

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BMC Service Desk Express 10.0Supporting documents for BMC Service Desk ExpressOperational guidelinesSoftware requirementsWorkstation requirementsNotice for users

Upgrade tasksBefore upgradingAfter upgrading

BMC Service Desk Express product support matrixNew and modified featuresWeb ServicesAuto-Close windowsBomgar integrationChange Management improvementsCI ExplorerWork order status progressionTemplatesSelf Service improvementsCustomizing a Close formConfiguration Manager Express product name changedMicrosoft Exchange integrationE-mail Conversation improvementsE-mail Service Configuration changesMinimize, maximize, and restore tabsQuickViews improvementsCopying configuration itemsMultiple configuration itemsChange PM Links moduleStart ticker for all usersGroup permissionsStaff permissionsProblem closed detailsChanges tab in the Service formProactiveNet integrationOn Button Click event for CSBRsError message on CSBR execution failureStandard information appended to the Resolution text boxDate and time in reportsWord wrapping in the Detail tabsOther enhancements

Removed featuresKnown issues