Novell Service Desk is a complete service management solution that allows you to easily monitor and solve service issues. It provides an online support system to meet the service requirements of all your customers, administrators, supervisors, and technicians.
Novell Service Desk is integrated with ZENworks to enable you to seamlessly work with the Bundle Management and Remote Management capabilities of Configuration Management. This increases the efficiency with which the Service Desk users can manage service requests.
This Readme includes information pertaining to Novell Service Desk 7.0.3.
This release supports upgrading from the previous versions of the Novell Service Desk. A new license is required while upgrading from Novell Service Desk 6.x to access Novell Service Desk 7.x. Users with valid maintenance of earlier versions need to contact Novell Technical Support for new licenses.
The focus of this release is to address defects and minor customer enhancements as given below:
Improved Item Search: Ability to now search an item with the partial name
Configurable options to select the visibility of Items and Service tab in the Customer portal
Ability to attach multiple files for requests
Quick call access configurations in the Customer portal are now honoured
Improved notify field data validation to ensure a valid email address is provided
Queues support to team’s escalation layers: Escalated requests get assigned to the layer
Improved conflict management, alerts, and audit trail when data is modified by multiple sources
Improvements to service request team filters: Only the technicians that are part of the team the request belongs to, can now see the request
Support to import eDirectory users having same CN in different contexts
Support for non-English characters in LDAP
Improvements to LDAP customer sync in mixed-mode settings
New report included: Service Requests by Organization
Improvements to dashboard: Request streams now show requestor/customer names
Improvements to request reports: For calculation of Mean Request Open Time
Notifications: Configurable options for users/technicians to select or deselect request notifications
Calendars: User/Technician calendar now displays configurable public holidays
Upgrade now supports case-sensitive settings for MySQL on SLES
Localization improvements in multiple places
An error occurs when you try to run a ZENworks Remote Management operation for the first time after installing the ZENworks Remote Management Viewer plug-in.
Workaround: Before running a ZENworks Remote Management operation, in the ZENworks Remote Management plug-in click in the message bar that appears at the bottom of the screen.
Only the side-by-side migration of Novell Service Desk Virtual Appliance from previous versions (7.0, 7.0.1, and 7.0.2) to Virtual Appliance 7.0.3 is supported.
Novell Service Desk supports only the SQL server authentication mode and not the Windows authentication mode.
After upgrading Novell Service Desk from previous versions to 7.0.3, the message appears on clicking the tab on the Home page.
Workaround: Before upgrading to Novell Service Desk 7.0.3, complete all the outstanding surveys.
During upgrade, in case the Database connection is lost or if the database goes down by accident, there may be a slight delay in displaying the connection lost status to the user.
Always ensure that the database and server are up and running. It is recommended not to restart the database while upgrade is in progress.
After saving the database configuration file after installation or upgrade, when user expects a login page, a java.lang.reflect.InvocationException exception might appear. This occurs if there are any network connectivity issue between the Novell Service Desk and the Database server during Databases initialization.
Workaround: Ensure that the Database is up and running, and there are no connection issues between Database and Novell Service Desk. Restart the Novell Service Desk application.
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