The information in this Readme pertains to the ZENworks Service Desk 8.0.
ZENworks Service Desk 8.0 release comes with the following updates:
Service Desk Appliance for Hyper-V: ZENworks Service Desk 8.0 users can use Microsoft Hyper-V as a virtual environment to deploy the Appliance.
New End-user Portal: A new end-user portal is introduced in this release, which enhances the end user experience.
Using this new portal, customers can:
Report an Incident from any page
View Store items
Create requests from Store items
View requests
Sort the request based on parameters
Expand the request view
View and perform different actions such as Add Note, Resolve, Approve, Reject, Reopen depending on the status of the request
Search Store Items, Requests and both in a single page
View and edit My Profile
The new end-user portal can be accessed through devices such as desktops, mobiles and tablets using the following URL:
https://<zenworks_service_desk_server>/servicedesk/
Customize and Localize the New End-user Portal: Based on organizational needs, administrators can customize the new end-user portal. To customize, go to Setup > Customize > New End-user Portal. The following can be customized:
Banners
CSS
Strings (can be localized)
Accessing REST APIs: The REST APIs can be accessed using the following URL:
https://<zenworks_service_desk_server>/servicedesk-apidocs/
Filter Edit: Technicians and Supervisors can save the created or customized filter for attributes such as Requests, Group Requests, Items, Store Capable Items and Store Items. Only the newly created filters can be modified.
Cost of Work: Technicians can view reports on cost of work, based on Customers, Org. Units, Requests, Technicians and Date.
Join Proxy Support: Managed devices can be remote controlled using Join Proxy, if ZENworks Service Desk is configured only with ZENworks 2017 Update 3.
Importing Inventoried-Only Devices: Administrators can now import inventoried-only devices from ZENworks to Service Desk.
Addition Information in the Technician portal: Technicians can view and edit information such as Location, Contact Type and Contact Time in the Request Details page.
Multisession support: This feature enables Service Desk users to log into multiple instances at same time.
To enable or disable multisession, go to Setup > Privileges > System. In the System page, modify the Enable Multi-session option. Only Administrators have rights to modify this option.
Incident Permalink: A Permalink is provided in the request summary page for easy sharing among technicians.
Enhanced Email-Templates: Additional Parameters are added to the email templates
Request URL is added in all request related email templates.
Date Style is added in the Article Summary
Process is added in the SlaBreachedSubject email template.
Create a request from the Dashboard page: Based on roles and processes assigned, users can create Incident, Service Request, Change Request, Problem Request.
Request subject in the calendar: Technician will able to view the Request Subject in the calendar only for Request Due and Scheduled Request.
Device based assignment of store item: When users request for an item, users must also select the device on which the bundle item should be assigned. On approval, the item will be assigned to the specified device instead of the user.
Please refer to the following sections to understand which installation process is appropriate for your current environment:
New Installation: If ZENworks Service Desk Appliance is not installed, you need to perform a new installation.
For more information on performing the new installation, see Appliance Deployment.
Upgrade or Migrate: If ZENworks Service Desk Appliance is already installed, you need to upgrade or migrate to the latest version.
For more information on migrating ZENworks Appliance to the latest version, see Migrating Service Desk
This section displays the list of known issues in the ZENworks Service Desk 8.0.
Section 3.1, The attachment icon is not displayed in the Requests page
Section 3.2, Unable to paste images in the TinyMCE editor using Internet Explorer and Chrome
Section 3.4, An error might occur while initiating remote control using Firefox
Section 3.7, Service Desk does not support attachments that are more than 100 MB in size
Section 3.8, If the default store team is edited, the enable queue error message might be displayed
The attachment icon is not displayed in the Requests page for the first few requests.
Workaround: The attachment icon is displayed when the page is refreshed.
While customizing the Public Access messages in the Portals tab of Classic Portal or New End-user Portal, unable to paste an image in the TinyMCE editor that was downloaded into the system using Internet Explorer and Chrome.
Workaround: None
After upgrading ZENworks Service Desk from 7.5 to 8.0, service Desk login page is not displayed even if the upgrade process is successfully completed.
Workaround: Restart the Service Desk server.
In ZENworks Service Desk, when you perform a remote control operation for the first time using the Firefox browser, The address wasn’t understood error message might be displayed.
Workaround: Perform any one of the following:
Install ZCC Helper from the ZENworks download page, and then perform the remote control operation: https://<zenworks-hostname>/zenworks-setup/?pageId=tools
Perform the remote control operation from another browser.
While upgrading Service Desk that uses the Oracle database, if the database server is down, then Service Desk does not display an exception and the upgrade process is not terminated.
Workaround: Start the Oracle database, restart the Service Desk service, and then initiate the upgrade process.
As a best practice ensure that the database is up and running while upgrading Service Desk.
During installation or upgrade, if you save the database or license configuration, in the login page, the java.lang.reflect.InvocationException or java.lang.NullpointerException error might be displayed.
Workaround: Restart the Service Desk service.
Ensure that the database is up and running and that there are no connection issues between database and Service Desk.
When you try to download an attachment of more than 100 MB in size, then an out of memory error might be displayed.
Workaround: None.
If the default store team is edited, then the enable queue error message might be displayed.
Workaround: In the Team Information tab (Users > Teams > Default Store Team > Team Information > Information), swap the store user with a different username.
In Service Desk, if you drag and drop an email as attachment in the GroupWise client, then the attachment content will not be added as a note to the request instead it will be added as an attachment.
Solution: In the GroupWise client, use the Forward as Attachment option instead of drag and drop.
AMIE and ZENworks AMIE import fails when ZENworks is configured with the MS SQL Server and the database name has the special character, hyphen '-'
Workaround: None.
This Readme includes information specific to the ZENworks Service Desk 8.0 release. For all other ZENworks Service Desk documentation, see the ZENworks Service Desk documentation website.
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