This section describes the new features and enhancements that are made available in recent releases and updates to Ivanti Service Desk and Asset Manager.
Applying an update to Service Desk 2018.3
Going forward, we are changing the way in which we provide updates to Service Desk and Asset Manager. Instead of there being a new release every six months or so, and you having to wait for new features or fixes, we are going to release updates whenever they are ready. Each update will be cumulative, and you can always apply the latest one to your 2018.3 installation. Any urgent fixes you require in future will be provided in the latest update.
You can get the latest update from the Ivanti Community.
To apply the latest update:
- If you are not running V2018.3, upgrade to this version.
For information, see Overview to upgrading to Service Desk or Asset Manager 2018.3.
- Back up your database, and make sure all users are logged out.
- Get the latest update installer from the Ivanti Community, and run it on each of your servers.
- On the Welcome dialog of the update installer, click Update.
- The update installs.
- Using the Configuration Center, run the Upgrade against your database.
For information about upgrading your database, see Upgrade the database (all versions).
Only updates that add new functionality are described here. For information about issues fixed in other updates, see the Ivanti Community.
The Workspaces help is now included in the Service Desk help: here.
Microsoft Windows Server 2019 and Microsoft SQL Server 2017 are now supported. Windows Server 2008 R2 and Windows 7 client are no longer supported. The earliest supported mobile devices for Ivanti Workspaces apps are Android 8.0 and iOS 10.
For full details of the supported platforms, see Supported Platforms.
If you are using TLS 1.2, you need to change the OLE DB Provider for each report to use Microsoft OLE DB Driver for SQL Server. See the Choosing data sources and database fields section of the Crystal Reports help at https://help.sap.com for details of how to do this.
You can download the driver for Microsoft OLE DB Driver for SQL Server, which is needed for TLS 1.2, from https://docs.microsoft.com/en-us/sql/connect/oledb/download-oledb-driver-for-sql-server.
Update actions that enable users to update attributes on the current object are no longer available to select as bulk actions in Workspaces. An example of such an action is the Complete Mandatory Data action in the Full Incident process. Previously, these actions had not been removed from the available actions on the Bulk Actions page, even though they were never implemented in Workspaces. Bulk actions for update actions have never been available in Web Access.
The ability to update attributes on the current object is available using the Update <object> bulk action.
Previously, when you added a collection to a window design, the text that appeared on the corresponding tab on the window was the Title of the collection attribute that was set in Object Designer. You couldn't change this on the window design, nor could you make this label multilingual.
From Update 4, you can change the label of a collection tab on the window design and make it multilingual for both Web Access and Workspaces.
To set the label for a collection tab:
- In Window Manager, open the required window design.
- Select the required collection icon at the bottom of the Window Editor.
- Click to display the Properties grid.
- Alongside the Text property, type the label that you want to appear on the tab in the base language.
- Alongside the Localized Text property, click .
The Add new culture information dialog appears.
- Type the Localized Text alongside the corresponding Culture values, then click OK.
The translations are added to the database, and the Add new culture information dialog closes.
- Edit other collections as required, then click to save the changes to the window.
A new Provider called SQL Server (MSOLEDBSQL) is available for the Generic Data Source connector in the Data Connections component found under Administration in the Console. Use this provider if you want to connect to SQL Server using TLS 1.2.
If you receive an error saying that the MSOLEDBSQL provider is not registered on the local machine, this means that you need to install the Microsoft OLE DB Driver for SQL Server on your web server (and any machine running Console for testing the connection). You can download this driver from https://docs.microsoft.com/en-us/sql/connect/oledb/download-oledb-driver-for-sql-server.
For more information about creating a generic data connection, see Creating a new connection.
Barcode scanning is available in the Workspaces web application.
This section describes the new features and enhancements that are made available in Ivanti Service Desk and Asset Manager 2018.3 Update 1.
Certain external methods of logging incidents, such as some email clients, use css styles in a way that cannot be processed by Service Desk. This can cause an out of bounds error or give unexpected results in Workspaces.
A new system option has been added to Web Access, called Remove styles in HTML Controls, which is set to False by default. If you set it to True, css styles (both inline AND style tags) are removed from all HTML Controls in Workspaces to prevent these errors. This includes styling coming from the HTML toolbar at the top of the HTML fields.
If any style tags cause a parsing error then they are removed, irrespective of the setting, to prevent the parsing error.
When style tags are removed because of a parsing error, inline styles remain intact.
Initially, the css styles used by the external system are stored in the database, and then removed when displayed in Workspaces. If you save ANY changes to an incident when Remove styles in HTML Controls has been set to True, the css styles stored in the database will be lost because they will be overwritten by the values with the styles removed.
The following changes have been made to the supported platforms:
- Microsoft SQL Server 2008 R2 is no longer supported
- Internet Explorer 7, 8, and 9 are no longer supported
- The supported version of Novell eDirectory is 9
- Novell Client for Windows is no longer supported
- Ivanti Endpoint Manager 2018.x is supported
For details of all the supported platforms, see Supported Platforms.
New features added for Service Desk and Asset Manager 2018.3
This section describes the new features and enhancements that are made available in Ivanti Service Desk and Asset Manager 2018.3.
Service Desk 2018.3 and Asset Manager 2018.3 are the names for the release. The version number for the release is 12.1, which is the version you find in file properties.
You can now associate home pages with groups in Workspaces. If a group has no home page associated with it, then there is no change to the previous functionality. However, if a group has a home page associated with it and a user currently in that group clicks Home, then the dashboard selected as the home page for that group appears.
To associate a home page with a group in Workspaces:
- In the Administration section of the Workspaces navigation bar, click Manage Group Home Pages.
The Manage Group Home Pages page appears, showing a list of all of the groups in your system.
- In the drop-down list alongside each group, select the dashboard that you want to use as that group's home page.
The values are saved automatically.
Setting the Show Hyperlink property in Window Manager to True for the label of a related object on a process window (such as the Raise User label on the Incident window), makes a hyperlink appear on the window that analysts can click to access a related object. Previously, this feature was available only in Web Access. From this version, it is also available in Workspaces. Clicking this hyperlink in Workspaces displays the read-only window for the related object above the current window. Click Cancel to close it.
For more information about setting this property, see Maintaining related objects from a process window.
You can now filter data grids in Workspaces to show results from a specific single date.
For more information about Workspaces, see the separate Workspaces help available from https://help.ivanti.com.
New features added for Service Desk and Asset Manager 2018.1
This section describes the new features and enhancements that are made available in Ivanti Service Desk and Asset Manager 2018.1.
Service Desk 2018.1 and Asset Manager 2018.1 are the names for the release. The version number for the release is 12.0, which is the version you find in file properties.
Previously, calendars were available only in Web Access, but they are now also available as gadgets on dashboards in Workspaces.
You can associate a calendar of appointments with any object in your database – in particular with CIs and Users. This helps users to see when things are scheduled on various items defined in Service Desk or Asset Manager in a calendar view. You can also add appointments to items as part of a process, ensuring that any work planned is recorded along with the other data for that process.
For more information about configuring schedule management, see Schedule Management. For more information about designing dashboards in Workspaces, see the separate Workspaces help.
To add a calendar gadget to a dashboard in Workspaces:
- In Workspaces, open the dashboard that you want to edit, then click in its header.
The dashboard becomes editable.
- Click Add New Gadget.
The Select a Gadget Type panel appears.
- Click Calendar.
The Visualize Your Gadget panel appears.
- Complete the top part of the dialog as follows:
Gadget Name – type the title that you want to appear above the calendar.
Period – select the time period that you want to display on the calendar.
Type of Display – choose from Day, Week, Month, or Agenda.
If you set Type of Display to Agenda and do not set a value for Period, the calendar gadget displays the current week.
The Calendar Configurations section enables you to add the appointments for one or more items that have the Schedulable behavior set in Object Designer to the calendar gadget. (For information about adding this behavior, see Designing schedule management).
- Type a Title for the first item that you want to add to the calendar, then complete the following fields for that item:
Color – choose the background color for the selected object's appointments on the calendar. This helps you to differentiate between appointments for different objects on the same calendar.
Schedulable Object Type – select the schedulable business object type that you want to add to the calendar. For example, Workstation.
Schedulable Object – select the object instance that you want to display on the calendar. For example, Workstation_001.
- To add further items to the calendar, click New Configuration and complete the fields underneath Calendar Configurations for the new item.
- When you have added all of the items that you want to the calendar, click OK then click Save Dashboard.
The calendar gadget is added to the dashboard.
There is a new System Preference in Web Access under Web Desk settings called Collapse History by Default. By default it is set to false, meaning that when you display a process window in Web Desk, the History pane is NOT collapsed. If you want the History pane to be collapsed when you first open a process window, set it to true.
A large number of customer issues have been fixed in this release, for details, see Issues Fixed Service Desk and Asset Manager 2018.1.