Release of BMC Service Desk Express Version 10

BMC Service Desk Express 10.
Release Notes
March 2010
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Release Notes for
BMC 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)
Supporting documents for BMC Service Desk

Express
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 Guide
Integration 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.
Operational 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.
Release Notes
Software requirements
Table 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:
The following versions are

supported:
Microsoft SQL Server 2005

Oracle 10g
Service Pack 3 (32-bit)
Oracle 11g
Service Pack 3 (64-bit)
Microsoft SQL Server 2008 (32bit)
Microsoft SQL Server 2008 (64bit)
Express (32-bit)
Operating system The following operating systems The following operating systems
are supported:
are supported:
Windows Server 2008 R2

Enterprise Edition
Windows Server 2008 R2 Web
Server Edition
Windows Server 2008
Standard/Enterprise Edition
(x86, x64)
Service Pack 2 (x86)
Windows Server 2003 Service
Pack 2 (x86)
Pack 2 (x64)

Enterprise Edition
Windows Server 2008 R2 Web
Server Edition
Windows Server 2008
Standard/Enterprise Edition
(x86, x64)
Pack 2 (x86)
Pack 2 (x64)
IBM AIX 6.1 or higher
HP-UX 11.0
Redhat Enterprise Linux 5.2
SunTM SolarisTM 10 or later
Software
MS SQL
Operating system
(continued)
Oracle
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

OraOleDB 10g fixes
MS XML
MSXML 6.0 Service Pack 2
JRETM
6.0u7
6.0u7
Table 1-2 lists the software requirements needed to support BMC Service Desk
Express 10.0 in a Windows environment.
Table 1-2: Application server software
Software
Supported versions
Operating system

Web server
Windows Server 2008: IIS 7.0

Windows Server 2003: IIS 6.0
Windows Server 2008 R2 Enterprise Edition

Windows Server 2008 R2 Web Server Edition
Windows Server 2008 (x86) Service Pack 2
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)
Note: BMC Service Desk Express supports Secure Sockets Layer
(SSL).
MDAC
MSXML
JRE
TM
6.0
Release Notes
Table 1-2: Application server software (Continued)

Software
Supported versions
.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
Oracle database
Oracle 11.0.1.7 (plus patches) Client

Oracle 10.2.0.4 (plus patches) Client
Additional
Windows
components
SMTP
Indexing Service
Workstation requirements
Table 1-3 lists the minimum hardware, operating system, and browser
requirements for client workstations.
Table 1-3: Workstation requirements
Client workstation
BMC Service Desk Express staff interface

requirements and supported versions
Self Service and Client Services interface

requirements and supported versions
Hardware
Pentium III 500 MHz or equivalent

512 MB RAM
Pentium III 500 MHz or equivalent

512 MB RAM
Operating system

Browser

Internet Explorer 6.0 Service Pack 1
Windows Vista
Windows Vista Service Pack 1
Windows XP Service Pack 2

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 8.0 with IE 7.0
backward compatibility
Windows Vista
Windows Vista Service Pack 1
Mac OS 10
Internet Explorer 6.0 Service Pack 1
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).
Notice for users

BMC 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.
10
Release Notes
The 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.
Upgrade 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.
Before 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.
After upgrading
After 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
BMC Service Desk Express product support

matrix
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-supportpolicy.html.
NOTE
Information contained in the release notes may override this policy.
Table 2: BMC Service Desk Express product support matrix

Version
Release Date
Technical Support
Development Support
November 2009
Yes
Yes
August 2008
Yes
Yes
March 2008
Yes
Yes
July 2007
Yes (limited)
Yes (limited)
November 2006
No
No
March 2006
No
No
Magic Service Desk 8.2
May 2006
No
No
November 2005
No
No
December 2004
No
No
New and modified features

BMC 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)
12
Release Notes
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)
Web Services
The 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.
13
SDE Business Rules initiator

A 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 adapter

A 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 Manager

BMC 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 Lookup

A 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.
Auto-Close windows
Now, 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.
Bomgar integration
Bomgar 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.
14
Release Notes
Bomgar 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.
Change Management improvements

The 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.
15
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, systemgenerated 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.
16
Release Notes
CI Explorer
The 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.
Work order status progression

You 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.
Templates
BMC 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.
Self Service improvements

The 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.
17
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.
Customizing a Close form

You 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.
Configuration Manager Express product name changed

The 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.
Microsoft Exchange integration

You 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.
18
Release Notes
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.
E-mail Conversation improvements

The 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 ReplyTo 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.
19
This 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.
E-mail Service Configuration changes

Now, 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.
Minimize, maximize, and restore tabs

BMC 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.
QuickViews improvements
QuickViews 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)
20
Release Notes
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 <no field> 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.
Copying configuration items

Now, you can make a copy of an existing configuration item.
Multiple configuration items

Now, you can link more than one configuration item to a change request.
Change PM Links module

BMC 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.
Start ticker for all users

You 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.
21
Group permissions
A 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.
Staff permissions
A 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.
Problem closed details

If 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.
Changes tab in the Service form

The 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.
ProactiveNet integration
Now, 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 ProactiveNet
22
Release Notes
On Button Click event for CSBRs

A 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.
Error message on CSBR execution failure

If 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.
Standard 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 # <sequence> 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 # <sequence> 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 # <sequence> 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 # <sequence> 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 # <sequence> 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 # <sequence> has been closed.]
Date and time in reports

BMC 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.
23
Word wrapping in the Detail tabs

You 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.
Other 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.
Removed features
The 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.
24
Release Notes
Known issues
Table 3 lists the known issues for the BMC Service Desk Express 10.0.
Table 3: Known issues
Issue number
Description
53090
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.

53137
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.
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 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.
53711
A incorrect value is displayed for the amount of time left until setup completion, while
installing BMC Service Desk Express.
53757
Installation of SQL Express 2008 fails on computers running the Windows Server 2005 or
2008 operating systems, and already having SQL Express 2005 installed.
53924
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.
53935
When creating a Template, you cannot navigate through the Template link menu using
the keyboard.
54259
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.
54020
The Installer application prompts you to enter all of the required information again, after
completing the installation process, and rebooting the computer.
54197
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.
53693
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
Table 3: Known issues (Continued)

Issue number
Description
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.
54469
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.
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 received the
desired output, depending on your regional settings.
54544
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.
54562
While upgrading to BMC Service Desk Express 10.0 from an earlier version, the Installer
application incorrectly presents the Typical installation option during setup.
54622
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.
54586
Report queries time out if the database size, or if the amount of requested data is very
large.
54657
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.
54656
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.
54662
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.
54711
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.
54716
26
Online Help and Users Guide documentation has not been added for Survey
Management reports and Management reports.
Release Notes

Issue number
Description
54869
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.
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
the appropriate Online Help page. This happens if you are using the Internet Explorer 6
or Internet Explorer 7 web browser.
54986
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.
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 through
DBAdmin.
Workaround: Expand the foreign key field, and then proceed with the modification.
54995
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.
55008
Multiple windows displaying the Setup is Complete message appear after the installation
process is completed.
55009
The Installer application displays an error message and terminates after extracting the
files required for installation
55024
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.
55026
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.
55032
The title bars of QuickView widgets disappear when you move them around the
dashboard.
55042
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.
Known issues
27

Issue number
Description
55048
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.
55073
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.
55076
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.
55083
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.
55089
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 value
Workaround: Enter another value in the Change Type field, and then save the record.
55091
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.
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.
55122
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.
55125
Switching between the Tab view and Widget view of the QuickViews feature, does not
retain focus on the last viewed query.
55127
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.
55131
If you add a new query to dashboard, and then execute it, the Calendar view does not
retrieve or display any query data.
55133
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.
28
Release Notes

Issue number
Description
55139
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-ofthe-box E-mail Address field on the Staff form.
55146
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.
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.
55157
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 Error
This 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.
55158
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.
55166
Searches using an optional filter do not work for the "Record Type" field in multi-module
QuickView queries.
55173
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.
Known issues
29
30
*115358*
*115358*
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*115358*

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Release Notes for

BMC Service Desk Express 10.0

Supporting documents for BMC Service Desk Express (page 6)

BMC Service Desk Express 10.0

BMC Service Desk Express 10.0

Supporting documents for BMC Service Desk

is a known issue with a resolution or workaround.

reported to BMC Software for action, contact Customer Support.

BMC Service Desk Express 10.0

The following versions are

The following versions are

Microsoft SQL Server 2005

Windows Server 2008 R2

Windows Server 2008 R2

BMC Service Desk Express 10.0

MDAC 2.8 Service Pack 1

MDAC 2.8 Service Pack 1

MSXML 6.0 Service Pack 2

MSXML 6.0 Service Pack 2

Windows Server 2008: IIS 7.0

Windows Server 2008 R2 Enterprise Edition

Note: BMC Service Desk Express supports Secure Sockets Layer

MDAC 2.8 Service Pack 1

MSXML 6.0 Service Pack 1

BMC Service Desk Express 10.0

Table 1-2: Application server software (Continued)

.NET 3.5 Service Pack 1

One of the following browsers:

Internet Explorer 8.0 with compatibility view

Oracle 11.0.1.7 (plus patches) Client

BMC Service Desk Express 10.0

BMC Service Desk Express staff interface

Self Service and Client Services interface

Pentium III 500 MHz or equivalent

Pentium III 500 MHz or equivalent

Internet Explorer 6.0

Note: In Firefox, the pop-up blocker is

enabled by default. You must turn off

Windows Integrated Authentication

Notice for users

BMC Service Desk Express 10.0

To upgrade from BMC Service Desk Express 9.8:

BMC Service Desk Express 10.0