# HP OpenView Service Desk

## version 4.5 service pack 34 build 03 final release
readme

April 2010

© Copyright 2009 Hewlett-Packard Development Company, L.P.

This service pack is an update of the Service Desk 4.5 software. You are only allowed to install and use this software as stated in the agreement for using Service Desk made with your supplier.

## Contents:

Last-minute information
Previous service pack information
CD contents
What is new
Known errors and limitations
Installation instructions
Documentation
Technical support
Virus scanning
Acknowledgment

## LAST-MINUTE INFORMATION

- IMPORTANT : The release cycle for SD4.5 Service Packs change to 4 months
  Starting from Service Pack 34, the release cycle for Service Desk 4.5 Service Packs is changed from every 3 months to every 4 months.
- IMPORTANT : Support of Service Desk 4.5 with Oracle 11G (11.1)
- IMPORTANT : Support of Service Desk 4.5 integrated with OVOU 8.3 on HP-UX Itanium
- IMPORTANT : Client 2008 starts to support JRE/JDK 6.0 from Service Pack 31
- IMPORTANT : Support of Service Desk 4.5 on HP-UX B.11.31 Itanium
- IMPORTANT : JRE/JDK 6.0 is supported from Service Pack 30
- IMPORTANT : Service Desk 4.5 will stop supporting Microsoft Windows 2000 platform from April 1, 2009.
  All Service Desk 4.5 service packs released after April 1, 2009 will not support Microsoft Windows 2000 platform.
- IMPORTANT : Service Navigator Value Pack obsolescence.
  If you are a Service Navigator Value Pack user please note:
  Since there is no any further development and Operating System / Oracle database / JRE certification activities for the Service Navigator Value Packs (SNVP), the customer is limited to versions of Service Desk 4.5 that do not require or include a JRE above version 1.4. This means: customers are restricted to Service Desk 4.5 Service Pack 25 or below.
- IMPORTANT : Client 2008 is delivered in Service Pack from SP26
  Starting from Service Pack 26, Client 2008 becomes an integral part of Service Pack. Client 2008 is no longer released separately.
- IMPORTANT : Service Pack Installation Welcome Page opened in the default web browser from SP26
  Starting from Service Pack 26, Installation Welcome Page was modified and now it is opened in the default web browser.
- IMPORTANT : Forced attachment folder structure migration for SP16 or higher
Number of attachments are limited in some file systems. SP16 changed folder structure for storing more attachments.
Users upgrading from SP15 (or earlier) to SP16 (or higher) must migrate existing attachment folder structure.
See ITSM007474 for more information.

## PREVIOUS SERVICE PACK INFORMATION

- IMPORTANT : The release cycle for SD4.5 Service Packs change to 3 months
  Starting from Service Pack 23, the release cycle for Service Desk 4.5 Service Packs will be changed from every 2 months to every 3 months.
- IMPORTANT : Forced JRE/JDK 5.0 for SP26 or higher
- IMPORTANT : Support of Service Desk 4.5 on HP-UX B.11.23 update2 Itanium
- IMPORTANT : Forced JRE/JDK 1.4.2 migration for SP19 or higher
- IMPORTANT : Support of Service Desk 4.5 Client and Service Event on Windows Vista Enterprise Edition (32bits)
- IMPORTANT : Support of Microsoft Internet Explorer 7 as a Certified Browser for SD4.5 Service Pages and Web Console

- IMPORTANT : DST Implementation
  Beginning in 2007, daylight savings time (DST) in the U.S. will begin on the second Sunday in March and end the first Sunday in November
  (rather than beginning on the first Sunday in April and ending the last Sunday in October, as it has in the past).
  To prevent any issues with Service Desk when DST begins and ends in the U.S., the following will be provided by Service Desk 4.5.
  Release SDSK_00106.exe to support new US DST settings for earlier service pack
  SDSK_00106 package will be released before February of 2007. It will provide the new DST setting on Service Packs 11, 17, 18 and 21.
  Implementation of a definitive solution.
  In Service Pack 22, a definitive solution will be implemented which makes it possible to dynamically set time zones.
  See ITSM008878 for more information
.
- IMPORTANT : Support of Service Desk 4.5 client on Windows 2003
- IMPORTANT : Support of Service Desk 4.5 with SQL Server 2005
- IMPORTANT : Support of Service Desk 4.5 with Oracle 10G R2 (10.2)
- IMPORTANT : Support of Service Desk 4.5 on Windows Server 2003 Enterprise Edition R2 (32bits)
- IMPORTANT : Support of Service Desk 4.5 on on HPUX B.11.23 PA-RISC
- IMPORTANT : Support of Service Desk 4.5 Service Pages with Tomcat 5.0
- IMPORTANT : Support of Service Desk 4.5 on HP-UX B.11.23 Itanium
- IMPORTANT : Support of Service Desk 4.5 with Oracle 10G
- IMPORTANT : Support of Service Desk 4.5 integrated with OVOW Cluster
- IMPORTANT : Support of Service Desk 4.5 integrated with OVOU on Itanium
- IMPORTANT : Support of Service Desk 4.5 client on Citrix Access Suite 4.0
- IMPORTANT : Support of Service Desk 4.5 with SQL Server 2000 Cluster
- IMPORTANT : Limitation in Remote Updater function
  Clients updated to Service Pack 15 by remote updater will pop up with the "java.lang.NullPointerException" text when trying to open the administrator console.
  Please manually copy <installation package>\doc\itsm007695\AdminConsole.atb to <client installed directory>\repo folder and overwrite the existing one. Or you can upgrade the Service Desk client via the Windows Service Pack Installer.
  See ITSM007823 for more information.
- IMPORTANT : MOM SP1 is delivered with Service Pack 12
  The original MOM integration is obsolete and will be replaced by a new MOM integration, SDSK_00046.exe. The existing MOM integration will have to be uninstalled before installing the new MOM integration that is included in SDSK_00046.exe. After that the new MOM integration will have to be updated with the MOM integration upgrade included in this service pack. Please see the MOM integration documentation for more information.
- IMPORTANT : The seconds are gone when sd_event.exe is used
  When importing date fields using sd_event.exe or Data Exchange the date format of the date field that is used in Tools > System > Security > Application Account > 'The account that is used to import the data' > Date format tab page > DateTime format.
  For example when the application account that imports the xml file that has the date format 'Short Date; Long Time' then the date in the xml file should represent the same, like '12/12/02 12:12:12'. When these dates do not correspond a message will be thrown in the UI (for Data Exchange) and in the log file (for sd_event.exe and Data Exchange).
  Also the date format that is visible in all date time fields, is the format that is set under Tools > System > Security > Application Account > 'The account that is used to import the data' > Date format tab page > DateTime format.
- IMPORTANT : Service pack installation fails in some cases on Microsoft Windows platform.
  It is possible that the service pack installation appears to have been successful, but that the actual upgrade has not been performed. The result is that the service desk component can no longer be started or that an error message appears stating that the component needs to be upgraded. This can be verified by checking the service desk component version, using for example the sd_version executable script files. This behavior occurs sporadically on all Microsoft Windows platforms and for all service desk components. See ITSM006377 for more information.
- IMPORTANT : Service Navigator Value Pack.
  If you are a Service Navigator Value Pack user please ensure that its patch version is compliant with this service pack version before installing this service pack. The Service Navigator Value Pack is based on Service Desk components and these components require the same patch level in order to function correctly with Service Desk.
  Naturally we shall endeavor to keep the time between this service pack release and the Service Navigator Value Pack patch release as short as possible.
- IMPORTANT : Documentation.
  The Documentation Addendum for Service Pack 8, Second Edition (June 2004) is not included in this service pack but can be downloaded separately. This document is an updated version of Addendum to the User’s Guide and Administrator’s Guide for Service Desk 4.5 Service Pack 8. See also the Documentation section below.
  Note: Both this service pack and the manual are submitted to the hp portal simultaneously, however it's possible that they are not available at the same time.
- IMPORTANT : Impact performance by extended Rule Manger.
  Measurements and studies have shown that the performance impact caused by executing the Rule Manager code is negligible when compared to the performance impact imposed by database access. So, the extension of the Rule Manager will not considerably affect the performance of the Service Desk application.
  However, what might happen, is that because of this new functionality, more complex Rules will be specified that access the database considerably more often which then causes performance impact to Service Desk application.
- IMPORTANT : New non-localized objects are added to this service pack.
  New objects like labels, messages and what's this are inserted by this service pack for the (default) English localization. This impacts non-English localized Service Desk installations since no translations are made available for these objects. This service pack database upgrade synchronizes the installed non-English localizations by copying the new object to the other languages. So you have to translate the new objects for the installed localization manually.
  In rare circumstances the new objects are not available for non-English localized Service Desk clients, which can be resolved by refreshing the client cache.
  Starting from service pack 11 new XML files will be added in directory \doc\localization. These XML files contain all new English localizable objects.
- IMPORTANT : Existing localized objects are modified in this service pack.
  Existing objects like labels and messages are updated by this service pack for the (default) English localization. The display format has changed from a yes/no field to a Button. For non-English localized Service Desk installations the labels and messages need to be changed manually.
  The modified label is: "RuleTriggerCondition"
  The modified messages is: "UpdatedByOtherUser"
- IMPORTANT : Deadline field in UI-Rules.
  The new functionality included in this service pack introduced the option to define a fixed value for the deadline field in a UI-Rule. The deadline is a calculated field in Service Desk and therefore should not be set to a fixed value by a UI-Rule. When using an UI-Rule which sets the deadline field to a fixed value then the priority is not set correctly.
  This defect is documented as ITSM006425.
- IMPORTANT : Support of Service Desk 4.5 on HP-UX 11.00 and 11.11
- IMPORTANT : Support of Service Desk 4.5 on Windows Server 2003 Enterprise Edition (32bits).
- IMPORTANT : Support of Service Desk 4.5 with Oracle 9.2.
- IMPORTANT
  The installation of the Service Desk 4.5 service pack is different from the service pack installation of a previous Service Desk version. Each installed component, such as Application Server, Client and Agent, need to be patched separately. Please read the installation manual before applying this service pack.
- IMPORTANT
  - Prior to the start of the installation of this service pack for the HP OpenView Service Desk Application Server, all HP OpenView Service Desk related applications and user interfaces (such as the client software) must be stopped.
  - For any other service pack installation type you have to stop that particular application before installing this service pack. For example: Stop the Service Desk Client before you install this service pack for that particular Client.
- IMPORTANT
  The database upgrade is not automatically executed when running the HP OpenView Service Desk Application Server service pack installation. You have to upgrade your database via the Database Configuration Wizard. For more information, please read the installation manual.
- IMPORTANT
  This service pack installation removes the installed hot fixes from the hotfix.jar file. In case you want to keep these hot fixes you first have to backup the hotfix.jar file manually.
  Before installing this service pack check the resolved defects list to see if your installed hot fix is included in this service pack. Of course you can also search at the hp OpenView eCare portal or contact the hp OpenView support organization.
- IMPORTANT
  Service Pages can be adjusted to your personal preferences by modifying the contents of the jsp files. The Service Pages service pack installation replaces some of the jsp-files, which can result in losing your modifications. We therefore advise you to make a backup of your modified (or all) jsp files before starting this service pack installation type.
- IMPORTANT
  For several platforms there are Service Desk 4.5 web-api installation managers available (not available on the Service Desk 4.5 CD-ROM). This is done to promote a default installation environment. However, we don't provide web-api service pack installation managers. To patch the web-api you have to copy or ftp the web-api.jar file manually from the \api folder to your destination folder.
- IMPORTANT
  We advise not using the migration Account for Data Exchange. Only use this Account when migrating from IT Service Manager (ITSM) to Service Desk.
- IMPORTANT
  The NOTE on page 58 of the Service Desk 4.5 Installation Guide must be:
  Service Desk 4.5 requires Java Runtime Environment (JRE) 1.3 to be installed on the server machine. If you have an earlier version, install JRE 1.3 using the Install JRE 1.3 button on this screen before attempting to run the server, if you have a later version do not install JRE 1.3 from the Service Desk CD-ROM.
- The layout of the Data Dictionary differs from the Data Dictionary on the Service Desk 4.5 CD-ROM.
- Resolved defects for the web-api are automatically applied to Service Pages when you execute its service pack installation manager. So no manual actions are required.

## CD CONTENTS

- HP OpenView Service Desk 4.5 service pack for:

- Agent software
- Application Server software
- Client software
- Integration software
- Service Pages

- HP OpenView Service Desk 4.5 documentation (see Documentation below).

## WHAT IS NEW

> SP34

> - ITSM009820: Custom CI codes values can be removed even if they are used in other items.

> - ITSM009826: Support of Service Desk 4.5 with Oracle 11G (11.1).

> SP33

> - ITSM009821: Support of Service Desk 4.5 integrated with OVOU 8.3 on HP-UX Itanium.

> SP32

> - ITSM009573: Update CMDB message isn't shown when saving Work order through Change form on Client 2008.

> - ITSM009801: CI Structure (Explorer) view hangs on the client running on Vista.

> - ITSM009815: A new association is added to ACES view when selecting category items.

> - ITSM009816: Generic Relation Type can be selected for ACES on Client 2008.

> SP31

> - ITSM009780: Service Desk 4.5 on HP-UX B.11.31 Itanium is officially supported since service pack 31.

> - ITSM009803: Client 2008 starts to support JRE/JDK 6.0 from Service Pack 31.

> SP30

> - ITSM009779: JRE/JDK 6.0 is supported from Service Pack 30.

> SP29

> - ITSM007487: Service Desk Client 2008 supports FTPS (FTP over SSL).

> - ITSM007498: Using tree view in advanced find returns 0 records.

> SP28

> - ITSM009586: CI periodic outage start and end times will be of 1 hour offset in outage.

> - ITSM009667: Three rule tools are integrated to Administrator Console of Client 2008.

> - ITSM009675: SLA metrics reports produce incorrect results.

> - ITSM009703: Client 2008: add filter function for Administrator Console tree.

> SP27

> - ITSM008993: Implement a setting to turn on/off the 64K field search option.

> - ITSM009036: One insertion marker could be used by more than one UI rule.

> - ITSM009415: Java applications of SD adapters for OVCM are available in Service Pack.

> - ITSM009454: The subform exists in the form until the form is closed.

> - ITSM009556: Quick View is not displayed sometimes in Client 2008.

> SP26

> - ITSM009366: Handle emails with attachment sent via Exchange 2007.

> - ITSM009418: Can't display Chinese when using "update data from external system" in DB Rule.

> - ITSM009453: License key without annotation does not work on IA64 machines.

> - ITSM009458: The table view in Client 2008 is slower than that in the previous client.

> - ITSM009474: The attachment name in mail from SD is corrupt.

> - ITSM009588: Spelling check function does not work in Client 2008 on some Windows 2003 and Windows 2000 platforms.

> SP25

> - ITSM009043: Database and UI rules re-ordering.

> - ITSM009045: Add one option 'Enable Searching HistoryLine on Advance Find' on Administrator Console.

> - ITSM009047: Service Desk 4.5 on HP-UX B.11.23 update2 Itanium is officially supported since service pack 25.

> - ITSM009118: Update email command fails to update code field name of which start with numeric.

> - ITSM009360: JRE/JDK 5.0 is supported from Service Pack 25.

> - ITSM009413: Database rule can not update approval status to 'Ready'.

> SP24

> - ITSM009005: The 'From Address' field in DB/UI rule for E-mail SC is not hidden as it should.

> - ITSM009023: Approval Result is inconsistent.

> SP23

> - ITSM008572: Support of Service Desk 4.5 Client and Service Event on Windows Vista Enterprise Edition (32bits)

> - ITSM008927: SD-OVO-integration, outage generation will not result in corrupted outage file

> - ITSM008947: Issue a warning message saying that the SLA already applies to <service>

> - ITSM008956: Support of Microsoft Internet Explorer 7 as a Certified Browser for SD4.5 Service Pages and Web Console

> - ITSM008978: Unable to modify UI rule with (When a value has changed + User Notification)

> - ITSM009008: Set max query rows for "Service Today"

> SP22

> - ITSM008878: Add functionality to set time zone + offset + DST dynamically.

> - ITSM008884: Search by a 64k text field in SQL Server database.

> SP21

> - ITSM008652: sd_import error returns codes.

> - ITSM008685: Allow incoming mail to create calls when sd-address is not in 'to:'-field.
> - ITSM008696: User can now choose to enable or disable accepting the assignment automatically when the assigned person opens the form.

> - ITSM008795: OVO-W integration files can be copied to other directories or disks against the original C:\OVOSD directory.

> - ITSM00 8826: Attachment will now be audited if user does not have view right to history.

> - ITSM008838: The relations changes by Data Exchange in Service Desk can be audited now.

> - ITSM008841: An email setting is added to indicate if domain should be exclude from username as realm when doing DIGEST-MD5 authentication.

> - ITSM00 8863: Database Rules performance has been improved.

> SP20
> - ITSM004127: User can get notified when item assigned to his group.

> - ITSM004456: Templates should be stored in Folders.

> - ITSM004791: Auditing attachments.

> - ITSM004852: User can sort order on query results with query restriction.
> - ITSM005140: Add functionality to share views between users.
> - ITSM005878: Approval view and approval mechanism enhancements.
> - ITSM008411: Mkoutage use other CI field other than Name 1
> - ITSM008525: db-rule to update child-fields does not take into account "enabled for category".

> - ITSM008584: Custom fields GUI limitation fix.
> - ITSM008 585: Custom Codes enhancement.
> - ITSM008586: Provide SMTP authentication for outbound mail (PLAIN/LOGIN/CRAM-MD5).
> - ITSM008603: CI Field permission in role is not carried to planned value of CI.
> - ITSM008667: Non-ASCII Service Call ID can be recognizable in Inbound Email Command.

> - ITSM008684: Capture audit rules for all items in OVSD into a single file.

> - ITSM008741: Notification alert upon editing the same record more than once.
> - More enhancements (from Service Desk 4.5 Service Pack 7 to Service Desk 4.5 Service Pack 20) are incorporated in the Addendum to the User’s Guide and Administrator’s Guide.

> See sd45_sp20_addendum_en.pdf on WebSite or sd45_sp20_addendum_en.pdf in Service Pack 20 installation package.

> SP19
> - ITSM006513: Support of Service Desk 4.5 client on Windows 2003.
> - ITSM007175: User can save current form by UI Rule action and UI rule now have explicit execution order.
> - ITSM008359: Behavior change in DB Rule "Update data" action.
> - ITSM008419: Extra code custom fields added.
> - ITSM008420: String 4000 field and String 64k field can be converted to CLOB datatype in Oracle database.
> - ITSM008421: Support of Service Desk 4.5 with SQL Server 2005.
> - ITSM008422: Support of Service Desk 4.5 with Oracle 10G R2 (10.2).
> - ITSM008424: User can define complex filter condition using "OR" and "Negate" compounds.
> - ITSM008425: Client email function supported and email history with Service Call can be stored.
> - ITSM008470: Support of Service Desk 4.5 on Windows Server 2003 Enterprise Edition R2 (32bits).
> - ITSM008557: Signature change of a method used to pull attachment from server by web-api.
> - ITSM008576: Support of Service Desk 4.5 on on HPUX B.11.23 PA-RISC.
> - ITSM008604: String 64k field can be used in search condition now.
> - ITSM008605: Service Desk now allows inbound email with subject longer than 80 characters.

> SP18
> - ITSM006239: Option is added to allow "Actual Start" used as unavailable start in SLA availability calculation.
> - ITSM007673: A general setting is added to control behavior of printing explorer view.
> - ITSM007871: JRE/JDK 1.4.2 is supported from Service Pack 18.
> - ITSM008132: Information of notification emails and flashing tray icons are added to "Log monitoring info" function.
> - ITSM008255: Tomcat 5.0 is supported for Service Desk 4.5 Service Pages.
> - ITSM008291: Layout of currently opened form can be changed dynamically based on values selected in the form.
> - ITSM008292: Now user is able to add extra fields to Service Desk item.
> - ITSM008332: More than one event can be defined for one Database Rule or UI Rule.

> SP17
> - ITSM005173: Attachments can be sent via Database Rule now.
> - ITSM006111: The format and content of email notification message can be customized now.
> - ITSM007922: A general setting is added to allow system administrator to central control "Automatic Refresh Interval" option.
> - ITSM008009: User is able to customize system views for Enhanced Audit log.
> - ITSM008085: Additional get_ovo_attributes binaries are added.
> - ITSM008086, ITSM008087, ITSM008088: Generic Relation feature is introduced to Service Desk and a new UI Rule action "Limit field value range by relations" is added based on this.
> - ITSM008201: Support of Service Desk 4.5 on HP-UX B.11.23 Itanium.
> - ITSM008212: Logging agent detecting message is configurable now and an "/ALIVEINTERVAL=minutes" command line parameter is added to Agent.

> SP16
> - ITSM004185: "Blocked" field has been added to service, service level and service level agreement.
> - ITSM006198: Support of Service Desk 4.5 integrated with NNM 7.x
> - ITSM007474: Attachment folder structure changed and requires migration of existing attachments.
> - ITSM007602: The fields in parameter of Smart Action can be converted to URL format.
> - ITSM007714: Both login name and display name can be audited correctly in enhanced audit.
> - ITSM007741: Current event queue size can be retrieved by using "Log monitoring info" feature on application.
> - ITSM007823: Remote Updater functionality supports the automatic update of "AdminConsole.atb"
> - ITSM007844: Support of Service Desk 4.5 client on Citrix Access Suite 4.0
> - ITSM007864: Template list in advanced dialog of role form is in alphabetical order
> - ITSM007866: Filters defined in view now can be applied to Quick Find, Advanced Find and Overview Actions.
> - ITSM007867: Support of Service Desk 4.5 integrated with OVOU 8.2 on Itanium
> - ITSM007869: Support of Service Desk 4.5 integrated with OVOW Cluster
> - ITSM007870: Support of Service Desk 4.5 with Oracle 10G R1 (10.1)
> - ITSM007987: Support of Service Desk 4.5 with SQL Server 2000 Cluster

> SP15
> - ITSM007412: UI-Rules will be triggered when using the up/down arrows in a form
> - ITSM007552: Two new operators "Older than" and "Newer than" now can be used in Advanced Find and the filter of views
> - ITSM007695: Three new filter operators are added for date type fields.
> Export/import Copy Fields and Audit Rules are supported by ACES.
> Administrator Console allows bulk/selective operation for blocking/unblocking/deleting items.
> ACES Import/Export Logging and Run-time Messaging are enhanced.
> A new function is added to check item references
> - ITSM007777: Creation, modification and deletion of relations can be audited

> SP14
> - ITSM005295: 64k field will not be used as default search condition in advanced find when pressing F2 on the field in data form
> - ITSM007153: Support for SD45 - OVO 8.x integration
> - ITSM007230: Advanced Find dialog will be opened with search condition pre-populated for view-only field now
> - ITSM007267: User can modify planned CI values on the work order even the user does not have read-write access to CI
> - ITSM007305: Importing OVO Services into Service Desk works now
> - ITSM007341: A tool is made to fill empty Service Level weights
> - ITSM007482: Default quick find behavior for "Service" field in Service Call is changed

> SP13
> - ITSM005801: Fields containing CRLF characters now can be used in Smart Action
> - ITSM007072: One filter option "one of approvers (exclude voted approvals)" is added
> - ITSM007185: Extra 10 custom fields for change management and 5 new custom fields for Service Call and Problem Added
> - ITSM007202: Service Desk will try several times if the data update operation fails from a Database Rule
> SP12
> - ITSM006727: Option added to disable the "this will clear your current search criteria." message.
> - ITSM006841: Customer wants to have Service Desk client remember last login name.
> - ITSM006849: WBEM ODBC required for OVOW integration is not available in Windows 2003 family
> - ITSM006973: Not possible to create a Workorder out of a Service call
> - ITSM007034: View not customizable in certain relation tab pages.
> - ITSM007071: Make a tool to easily display database- and UI-rules that exist in Service Desk
> - ITSM007082: It is not possible to make a complex predecessor / successor work order relationship in Service Desk.
> SP11
> - ITSM004780: Ability to audit changes made from within the administrator's console.
> - ITSM006128: An extra 64K field is added in history line.
> - ITSM006537: Applying a hot fix or service pack to Service Desk console clients is cumbersome.
> - Two new XML files containing all new localizable objects introduced in service pack 1 through service pack 11.

> SP10
> - ITSM005973: Related entities based on templates with missing required fields are now created.
> - ITSM006667: It is impossible to log rule manager debug information to a different log file.

> SP9
> - ITSM005942: E-mail header fields can now be encoded.
> - ITSM006358: Ability to make certain sub-entities mandatory for an entity, for example a configuration item for a work order.

> SP8
> - ITSM005178: Ability to define 3 decimals for availability in SLA's.
> - ITSM006206: Relations between OVO-services can be imported into Service Desk
> - ITSM006317: Field selection for returned values by the Data Update by External system is extended.

> SP7
> - ITSM004619: Embedding URLs into Service Desk text fields.
> - ITSM004690: UI Rule to fire on Window Open or Close.
> - ITSM005298: Performance improvements to database rule manager.
> - ITSM005575: Request to define a recurring outage against a specific CI.
> - ITSM005577: Request to create a DB or UI rule that "appends" text to a text field.
> - ITSM005623: Request to be able to make the Assignment Field Required based on Status
> - ITSM005706: Ability to separate templates by category everywhere in Service Desk.
> - ITSM005864: Add "deny" system action to set assignment status to "denied" instead of "new".
> - ITSM006033: Quick Find should have an option to display only Services for the caller.
> - ITSM006034: Request for Rule Manager to have additional triggering conditions.
> - ITSM006041: Support of Service Desk 4.5 on HP-UX 11.11.
> - ITSM006157: Incorrect text used in Service Call Form.
> - ITSM006177: Incorrect text used in Update Value actions of UI Rules.
> - More enhancements are incorporated in the Addendum to the User’s Guide and Administrator’s Guide for Service Desk 4.5 Service Pack 7; See sd45_sp7_addendum_eng.pdf

> SP6
> - ITSM005273: Support of Service Desk 4.5 with Oracle 9.2.
> - ITSM005785: A Delay Role Caching Mechanism has been implemented.
> - ITSM005796: Added a silent command line option to the sd_export.
> - ITSM006096: Unable to retrieve application server monitor information remotely.
> - ITSM006040: Support of Service Desk 4.5 on Windows Server 2003 Enterprise Edition (32bits).
> - For this service pack we adjusted the Database Configuration Wizard to enable us to support the upcoming release of the HP OpenView Service Navigator Value Pack.

> SP5
> - ITSM005818: Unable to verify if agent actions were successful.
> - ITSM005954: Unable to get detailed http event information.
> - ITSM005955: Unable to get information regarding the task manager.

> SP4
> - ITSM004341: The settings of a tree view have been adjusted. A new checkbox is added to allow you to determine if the tree view opens collapsed or expanded.
> - ITSM005024: Relating multiple Configuration Items to one Work Order through drag and drop.
> - ITSM005643: Duplicate e-mail attachments are not dropped anymore.

> SP3
> - ITSM005487: The Outage Template creation is adjusted to span multiple days.
> - ITSM005339: The silent parameter has been added to disable the progress monitor when exporting data via sd_export.
> - ITSM004494, ITSM004691, ITSM005089, ITSM005133, ITSM005484 : A few new time zones have added.

> SP2
> - ITSM005143: The way Reporting Views are generated has changed. There are now three checkboxes which replace the checkbox "Use localized view and column names".
> - ITSM005144: The inbound e-mail update command now supports a user specified field identifier to process data.

> SP1
> - ITSM004878: A configurable socket.timeout parameter has been implemented in order to remove possible problems with invalid connections.
> - ITSM004895: Implemented the Current Person field in Templates.
> - ITSM004896: The underlying Entity is saved when copying an open Entity to another Entity type via the "Create <Entity> - copy values from current item" option in the Action menu.
> - ITSM005059: Web-api is enabled to set the matchcase for a Service Desk API-query to increase the performance.
> - ITSM005289: Two Microsoft Excel files have been added to calculate the Oracle & SQL-Server database sizing. Please refer to the Addendum to the Administrator's Guide on how to use the database sizing Excel files.

## KNOWN ERRORS AND LIMITATIONS

> RESOLVED DEFECTS

> - ITSM004839
> When doing an Import with the migration account it is still possible that duplicate ID's are generated. This happens when users are using Service Desk during an Import with the migration account.
> We advise not use the migration Account for Data Exchange. Only use this Account when migrating from IT Service Manager (ITSM) to Service Desk.

> - ITSM004862
> A new example file has been added for the WEB-API. The name of this file is example9.java and is located in the folder \api\examples.

> This file shows how to add / show attachments on Entities (like a Service Call) using the WEB-API.

> The Service Desk Application Server must have access rights for the file you wish to attach. So trying to attach a file from a local client directory will fail if the Application Server does not have the right access.

> You might consider creating a common directory-share for all Service Desk Clients to which the Application Server has access too. Before executing your attachment-API program which is going to attach a file to an Entity is, the user should first manually copy the file to the share. Of course you can also add this copy functionality in your attachment-API program.

> - ITSM004864
> The integration between Service Desk and Operations for UNIX now works in a two-byte character environment. After applying the patch sdovo-4.5-sp on HP-UX or Sun Solaris the script /opt/OV/sd/ovo/config/configure.sh must be executed first.
> Also the next directories, which contains the file "get_ovo_attributes", has been removed

> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-B.10.20_ORA-7.3.4_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-B.10.20_ORA-8.0.5_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-B.11.00_ORA-8.0.5_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-B.11.11_ORA-8.0.5_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.6_ORA-7.3.4_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.6_ORA-8.0.5_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.7_ORA-7.3.4_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.7_ORA-8.0.5_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.8_ORA-8.0.5_Release

> and replaced by the directories (including the file "get_ovo_attributes")

> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-B.10.20_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-B.11.00_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-HP-UX-B.11.11_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.6_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.7_Release
> > /opt/OV/sd/ovo/get_ovo_attributes/Dist-SunOS-5.8_Release

> - ITSM004876
> The next stack trace with the listed constraints still occurs in the logserver.txt file, but can be ignored. The execution of Analyzed Data still continues.

> Constraints
> AGD_PERSON_TO_OID_FK
> AGD_PERSON_FROM_OID_FK
> AGD_WORKGROUP_TO_OID_FK
> AGD_WORKGROUP_FROM_OID_FK
> AGD_STATUS_TO_OID_FK
> AGD_STATUS_FROM_OID_FK

> ADO ERROR: com.ms.wfc.data.AdoException: INSERT statement conflicted with COLUMN FOREIGN KEY constraint '<constraint (see above table)>'. The conflict occurred in database '<returned database account>', table'returned table', column 'returned column'.Error for query: INSERT INTO itsm_analyzed_data
> ( agd_workgroup_from_oid
> ,agd_oid
> ,agd_item
> ,agd_duration
> ,agd_ser_oid
> ,agd_dateto
> ,agd_workgroup_to_oid
> ,agd_datefrom
> ,agd_report_oid
> ,agd_subject
> ,agd_lockseq
> ,agd_itemtype
> , ... and so on

> - ITSM004923
> Only the System user can modify the Localized Texts. We excluded the possibility to set the authorization for the Localized Texts in a Role (which can be assigned to other users).

> - ITSM004976
> There are still issues with Parent/Child Components loops in configuration items which are registered in eCare document ITSM005469.
> Example 1:

> > - Open CI A and add child CI B
> > - Open CI B and add child CI C
> > - Open CI C and add child CI A

> Example 2:

> > Save and close CI A when CI B is related as Child, reopen CI A, it is possible to
> > relate CI B as Parent.

> Example 3:

> > It is also possible to open CI B (where CI A is related as Parent) and relate CI
> > A also as Child.

> The CI hierarchy now has a loop that can cause the SD Client to hang when using explorer views with navigation on Configuration Components.

> - ITSM005127
> To enable you to remove the value of a field in a Service Desk entity (like removing the solution field of a service call), the '__EMPTY__' value can be used in the xml-file.
> There are several ways to set this '__EMPTY__' value in the xml-file:
> 1) Manually updating the generated xml-file.
> 2) Generate the xml-file via the Data Exchange export functionality using an Oracle or Microsoft SQL Server database. This '__EMPTY__' value can be created during the export of NULL (not as string) or empty string values by adjusting the ini-file by using the
> - ISNULL([<field>], '__EMPTY__') function (when using a Microsoft SQL Server database).
> - DECODE([<field>], NULL, '__EMPTY__') function (when using an Oracle database).
> 3) Generate the xml-file via the Data Exchange export functionality using other data sources.
> For example, when exporting data from Microsoft Excel, csv, txt files and other datasources the empty fields should be replaced in the datasource with the value '__EMPTY__'.

> - ITSM005149
> When using DateTime fields (like for example the Service call Actual Finish field) it should be noticed that the regional options of the Microsoft Windows Operating System (Control Panel > Regional Options > TAB-page 'General' > Locale) should use the same date format as Service Desk.

> - ITSM005249
> After installing this service pack, generating CI's with sequence number differs from Service Desk 4.5:

> - In this service pack, gaps are not filled when generating CI's with the same Prefix and sequence.
> - The amount of CI's still influences the performance because:
> - All Search Codes with the same prefix and with length prefix+suffix are fetched and send to the Client.
> - The Client sorts these records and all records that do not have a numeric suffix are removed from the selection.

> - ITSM005027
> The best way to export (and import) hierarchical codes is an ACES View of which the criteria selects only the root elements. The selected root elements automatically include its children.

> An example of the hierarchical code Location:

> Europe

> > France
> > The Netherlands
> > Belgium

> North America

> > United States
> > Canada
> > Mexico

> For the above mentioned example this would result in the following ACES View criteria:

> Field: name/searchcode contains (Or) "Europe" "North America"

> If no criteria are defined, all children of the root elements are exported as 'individual' codes which can result in missing relations during import.

> - ITSM005032
> In IT Service Manager (ITSM) you can create more than one time condition for the Outage planning in a Work Order. Service Desk only supports one Outage planning per Work Order. When migrating from IT Service Manager to Service Desk the last time condition in ITSM will be used for the Outage planning in Service Desk.

> - ITSM005093
> This problem needs to be resolved manually. This service pack only provides the tools and the documentation on how to resolve this migration problem. When upgrading the
> Service Desk application server with this service pack, the tools and documentation are automatically installed.
> On the Microsoft Windows platforms these files can be found in the <Service Desk installation folder>\server\migration\itsm\support\ci_components folder. For the UNIX platforms (HP-UX and Solaris) these files can be found in the folder /opt/OV/sd/server/migration/itsm/support. The readme.txt file in these folders contains the information how to resolve this migration problem.

> - ITSM005259
> We tested Inbound e-mail functionality by sending e-mails for the Korean character sets 'euc-kr' and 'ks_c_5601-1987' with Outlook 2000 and Lotus Notes 6.0 to the Service Desk Application Server. We therefore expect other e-mail clients sending e-mails with the above mentioned Korean character sets not to give any problems.

> - ITSM005304
> The UI Rules should never have been triggered when a user uses the "Update All" functionality. Therefore the UI Rules are disabled when a record is being updated via "Update All".

> - Known issues with Integration with OpenView Operations For Windows© and UNIX©

> For the known issues about the integration of Service Desk with OpenView Operations For Windows© and UNIX© see the known issues document.

> - ITSM005466
> In this service pack the file jdbc_oracle_ovounixci.ini is installed which can be used as en example for using Data Exchange via a JDBC in stead of an ODBC connection. This example file has been developed on HP-UX with the locally installed software:
> - Service Desk application server
> - OVO UNIX integration
> - OVO for UNIX
> - The OVO Oracle database
> This example won't work 'out of the box' on the Windows platforms.
> On UNIX platform:

> > /opt/OV/sd/server/data_exchange/config/jdbc_oracle_ovounixci.ini

> On Windows platform:

> > <client installation >\data exchange\config\jdbc_oracle_ovounixci.ini
> > <server installation>\data_exchange\config\jdbc_oracle_ovounixci.ini

> - ITSM005470
> The contents of the generated outage file is adjusted:

> 1. An extra line is added in the outage file:
>    TIMEZONETYPE Fix TIMEZONEVALUE "UTC"
> 2. All date/time fields are added as UTC dates/times for Workorder and CI Outage.
> 3. When an Outage period passes midnight two TIMETMPLCOND are added. See also ITSM005487.

> - ITSM005475
> For HP-UX and Sun Solaris the mkoutage.sh has been modified to enable the Service Desk Agent to execute this script. We added the variable "JAVA" which contains the full (default) path to the java interpreter. In case the java interpreter is installed on a different location, you can easily configure mkoutage.sh by modifying the value for this "JAVA" variable.

> - ITSM005510
> When multiple Service Desk clients are connected to the same Application Server and do start the Generate CI Wizard simultaneously, then no duplicate CI searchcodes will be generated. However, because of the architecture of Service Desk it is not possible to avoid generating duplicate CI searchcodes when the Service Desk clients are connected to different Application Servers. We therefore advise to use a dedicated Application Server for the Service Desk clients using the Generate CI Wizard.

> - ITSM005545
> The following files have been renamed from

> > /opt/OV/sd/ovo/config/sd_eventins.tmp
> > /opt/OV/sd/ovo/config/sd_eventsh.tmp

> to

> > /opt/OV/sd/ovo/config/sd_eventins.sh
> > /opt/OV/sd/ovo/config/sd_event.sh

> - ITSM005549
> The Connection Pool code for database connections is adjusted. A thread is included that regularly checks the Connection to the
> database. When this check fails, the connection is invalid and removed.
> After checking all connection another check is done to see whether the minimum amount of connections is still available. When this
> is not the case an attempt is made to restore the minimum amount of connections. When one of these attempts fails the thread will
> sleep for one minute and retries to restore the minimum amount of connections again.

> The logserver.txt is extended with the next messages:

> - <Data Access> Restart DB Connection Checker
> The connection checker normally runs every 10 minutes, but it can happen that it is stopped by an error.
> Every time a new connection is requested by the Application Server it will also check whether this thread is running.
> If not, it is restarted

> - <Data Access> Remove invalid connection
> This message is generated when the query on the Data Dictionary fails. This message is repeated for each DB connection
> that is currently available on the application server.

> When there is a network problem it is possible that it takes several minutes before the error is detected. This is due to
> the nature of networks. Sometimes it takes 2 minutes before information is returned that a host can't be reached.

> - <Data Access> Restore minimum amount of DB connections
> The current amount of DB connection is less than the minimum amount of DB connections. The Application Server will
> start restoring the minimum amount of connection.
> This message can occur twice, once for the Data user and once for the Repo user.

> - <Data Access> Error occurred while trying to restore minimum amount of DB Connections
> It is not possible to create new DB connections. Sleep for 1 minute and retry.
> This message can occur twice, once for the Data user and once for the Repo user

> When there is a network problem it is possible that it takes several minutes before the error is detected. This is due to
> the nature of networks. Sometimes it takes 2 minutes before information is returned that a host can't be reached.

> - ITSM005676
> When the Service Desk Event integration (sd_event) sends an invalid date to the Service Desk Application Server, no error message is returned to the event integration. In stead the Application Server logs the error in the logserver.txt file.

> - ITSM005714
> To upload the file /opt/OV/sd/ovo/upload/C/APPLICATIONS/applications.dat, which contains the modified Application Bank entries for Service Desk, you need to execute:

> # /opt/OV/bin/OpC/opccfgupld -replace /opt/OV/sd/ovo/upload

> Also :
> When viewing an Incident within OpenView Operations Java Console, you may receive the following error message: "com.ms.wfc.core.WFCException: Controls created on different threads cannot be parented."
> This message is caused because the Service Desk client is being started by OpenView Operations. This message can be ignored.

> - ITSM005724
> Before you upgrade the attachments from Service Desk version 4.0 to 4.5 (patched to this service pack) you need to:

> - first copy the folder \\tools\convertsettings folder, which is located on the Service Desk 4.5 CD-ROM, to your local disk.
> - then, copy the patched files from the \\windows\tools\convertsettings folder to the convertsettings folder on your local disk.
> - remove the batch file upgradeattachements.bat (is replaced by upgradeattachments.bat)

> Note: Although this problem has been resolved, the upgrade of attachments can still fail. Most likely this is caused by the attachments settings in Service Desk 4.0. To resolve these problems too we also supplied solutions in ITSM005724.

> - ITSM005728
> When an outage file is created with the wrong syntax, this should be manually adjusted. Perform the following actions on the current outage file:

> Replace the lines in the current outage file (only where these lines are in exact sequence):

> RESPMGRCONFIGS
> #SD_RESPMGRCONFIGS_START
> RESPMGRCONFIG
> With:
> RESPMGRCONFIGS
> RESPMGRCONFIG
> #SD_RESPMGRCONFIGS_START
> And remove all other lines with text RESPMGRCONFIG.

> - ITSM005745
> All Service Desk Custom Code fields have the same behavior. Custom Code fields do not have query restrictions.

> - ITSM005747
> Unfortunately this resolved defect introduced the defect ITSM005975.

> - ITSM005748
> When Application Accounts with Roles are to be exported, the ACES role_per_account Template should be selected separately. An ACES Export View consists of four tab-pages. Be sure to put the ACES View containing the role_per_account Template on top of the list and to check the Associations (Template Access) for both ACES views in the "Associations" tab.

> - ITSM005750
> You have to block both Relation Types when a Relation Type contains a reverse relation. Otherwise, when creating a relation with the non blocked Relation Type, Service Desk tries to create the reverse relation (for which the relation type is blocked) which results in an error.

> - ITSM005755
> When you have filled in a workgroup to a "Approval Group" in a Template, the persons within the group will be added to the approvers list whenever an entity is created using this template. However, it will be no longer possible to add a value for "Approval Status", "#Approvers Required" and "ApprovalVote Reason" in a Template. These fields are removed from the Template.
> Also no default status will be set for the approval status. It used to be the inactive status, but now it is empty. This is implemented because it was not possible to copy the approval values from the Template once the approval status was set.

> - ITSM005783
> When double quotes are used in the messages sent from OVO for Windows to Service Desk, these double quotes are replaced by spaces. Also when Chr(26) is used in the messages this Chr(26) is replaced by an empty string.

> - ITSM005845
> The get_ovo_attributes sources are not compiled for a multi processor Solaris 6 platform. However we do expect the binaries for Solaris 7 and 8 to work on Solaris 6 too.

> - ITSM005904
> When pressing the "Relate" button in the CI / Outage tab of a Work Order, an "Advanced Find" of Configuration Items is started. This "Advanced Find" excludes the Configuration Items already related to this Work Order. Select (multiple) Configuration Items from the "Advanced Find" search result and press the "OK" button to relate your specified Configuration Items to the Work Order.

> IMPORTANT:
> When you use the "Relate" button, it is not be possible to specify any Outage information at that moment as well as Planned Values. So, only the relationships between the Work Order and the various Configuration Items are added.

> The "Unrelate" button has been removed because removing an relation between Work Order and a Configuration Item is done by using the "Remove" button.

> - ITSM005928
> The e-mail containing the URL for Service Pages Approval Vote now contains the OID instead of the ID of the entity.
> For example the url

> > http://localhost:8080/sd-sp45/Approval.jsp?vServicecall=228

> will become

> > http://localhost:8080/sd-sp45/Approval.jsp?vServicecall=281478336937985

> Of course the old URL to the Approval page of Service Pages won't work after upgrading to this service pack and returns the next message: "You are not allowed to view this service call or this may have been deleted by another user."

> - ITSM005993
> When you open an existing Service Request via Service Pages, all available Services are queried and stored in the list-box. For just modifying a non-Service field for a Service Request this querying impacts the performance. To increase this performance the list-box of the Services field (only in View/Edit mode) is replaced by a button. When you press the button a screen pops-up with all queried Services. Thus the query action moved from "when opening a Service Request" to "when pressing the button".
> This performance improvement mechanism is also applied for the Configuration Item field available in the Entities "Service Request", "Problem", "Change" and "Work Order".

> Note: Without a license for the SLM-module, the field Service is still visible on the view/edit Service call screen of Service Pages when logged on to Service Pages with the system user privileges. However this field cannot be used.

> - ITSM006001
> Introduced problem ITSM006424 which we plan to resolve in a future service pack release.

> - ITSM006004
> On page 152 of the Data Exchange guide (Data_Exchange.pdf) it is mentioned that the import and import_export process can be executed via sd_exchange.bat, using command line parameters. However the <server> parameter is missing. The Importing and Exporting Commands should be:

> For Import mode:
> sd_exchange import < input file>< username>< password><server><mapping ><debug>< import log>< temp dir> <reconciliation data file>< reconciliation changelist><recohelp><parallelhelp>

> For Export/Import mode:
> sd_exchange export_import <config file><export log><in-outputfile><username><password><server><mapping><debug><import log><temp dir><reconciliation data file><reconciliation change list><recohelp><parallelhelp>

> - ITSM006157, ITSM006177
> New objects like labels, messages and whatsthis are inserted by this service pack for the (default) English localization. This impacts non-English localized Service Desk installations since no translations are made available for these objects. This service pack database upgrade synchronizes the installed non-English localizations by copying the new object to the other languages. So you have to translate the new objects for the installed localization manually.

> - ITSM006271
> There is a difference in determination of the date the SLA has ended between Service Pages and Service Desk
> - In service pages the actual finish date of the SLA will be compared with the current date
> - In Service Desk the actual finish date of the SLA will be compared with the registration date of the Service Call.

> - ITSM006315
> Because of the interaction between Service Desk (Java), a 3rd party component and the Operating System this group-by option using dates is only resolved when
> the date format on the Microsoft Windows platform equals the date format Windows in Service Desk.. The date formats do not need to match exactly as long as the same sequence is used regarding month/day -display (or day/month -display).
> For example: you can have MMM/dd/yy date format on the Microsoft Windows platform and while having the MM/dd/yyyy date format defined in Service Desk.
> Otherwise the group-by function won't work correctly when using the date-format.

> Further the group-by function will fail for a Service Desk date format which contains the name of the day (thus when using EEEE).

> - ITSM007158
> In Advanced Find and Free Day, the inputted date/time values will not get decreased or increased in any time zone.
> Free Days and Holidays in Service Desk are time zone independent values. That is, they always show the same value regardless of the current time zone of the Client.
> All other date/time fields, for example, Deadline, Planned Start and Finish, Actual Start and Finish and Custom Dates, are time zone dependent. They will display based on Client time zone, even if their formats only contain a date part. These fields are shown in the Client local time and will change depending on the time zone of the user that views it.

> - ITSM007178
> When doing OVO for Windows import on SP12, the import mapping is incorrect. This is because in Service Desk 4.5 pervice pack 12 a new solution is released to resolve the abscence of the WBEM ODBC Driver for Windows 2003. The import mappings "ovowindowsci" and "ovowindowsservices" are changed for this solution and the properties of the fieldmappings are now in uppercase. However, when exporting via the WBEM ODBC Driver the attributes were in initcap, and when using the SQL Server Driver the attributes were all in capitals, so the original OVO for Windows import does not work anymore.
> We advise when you are using the WBEM ODBC Driver, you need to change the import mappings "ovowindowsci", "ovowindowsservices" by changing the property of the fieldmappings to initcap (first character in capital, rest lowercase).

> - ITSM007231
> When Service Desk retrieves an entity about Time Zone from the database, java.lang.IllegalArgumentException will be thrown and written to the logserver.txt file occasionally. This Exception occurs on HP-UNIX platform only.
> Service Desk catches and handles this exception properly so it will not be written to logserver.txt file and has no side effect in time calculation after fixing the defeact.

> - ITSM007242
> Text64k customized field can be used as unique key in the sd_event now.
> This feature supports MS SQL Server database but does not support Oracle database because of the database limitation.

> - ITSM007310
> The installservice.bat file in the \bin folder should be modified to shutdown the application server nicely:
> From:
> sd_serverservice.exe -install "hp OpenView service desk 4.5 server" DEFAULT -Djava.class.path= "%SD_SERVERHOME%lib\classloader.jar" "-Duser.dir=%SD_SERVERHOME%\" -start com.hp.startup.Bootstrap -params com.hp.ifc.bus.AppServer -stop com.hp.startup.Bootstrap -method shutdown -params com.hp.ifc.bus.AppServer -current "%SD_SERVERHOME%\"
> To:
> sd_serverservice.exe -install "hp OpenView service desk 4.5 server" DEFAULT -Djava.class.path= "%SD_SERVERHOME%lib\classloader.jar" "-Duser.dir=%SD_SERVERHOME%\" -start com.hp.startup.Bootstrap -params com.hp.ifc.bus.AppServer -stop com.hp.startup.Bootstrap -params com.hp.ifc.ui.AppServerManager localhost 30999 -current "%SD_SERVERHOME%\"
> Note: Be sure to check the application server ITP port, default 30999, and correct it if necessary!

> - ITSM008736
> Now the title of chart view can be stored. If you modify the title of a chart view, it will be saved into the database.

> Limitation: Some other properties still can’t be saved into database, like title color, title font, etc.

> - ITSM008739
> Limitation: On server site, e.g. creating service call via email, it uses date format of Service Desk "system" account for date comparison.
> So, in that case, if the date format setting of the email sender's account is not consistent with the one of "system" account, the result of date comparison will be wrong, which is not expected.

> - ITSM008884
> Limitation: Because of the limitation of SQL Server 64k text type, the match case option in More Choices tab of Advanced Find window will not be effective when searching by a 64k text field.

> - ITSM008982
> Limitations: In Service Desk 4.5, those time zones with DST do not preserve old DST definition.
> 1. In service packs previous to Service Pack 22:
> - In client side, for those time zones with DST hard-coded in Service Desk, they do not preserve old DST definition.
> - In server side, since time zone is set as Operation System default one, the time zone DST definition mechanism is according with Operation System.
> 2. In service packs on or after Service Pack 22:
> - In client side, since those time zones with DST are customized in Service Desk, they do not preserve old DST definition.
> - In server side, if time zone is set as the Operation System default one, the time zone DST definition mechanism is according to Operation System; otherwise, the case is same as the one in client side.

> - ITSM008990
> Limitations: The value of date fields in the mail sent by DB rule is based on the time zone of service desk server. If the time zone in client is set to the same as that in the server, the date value displayed in client is the same as the date value in the mail.

> - ITSM009000
> Limitations:
> 1. Before an entity is saved, once 'Impact' is changed, 'Service Level' may be refilled.
> 2. 'Service Level' should not be used in any UI rule due to point 1 limitation.

> - ITSM009140
> Limitation: When ACES imports items using overwriting option, if the only difference between source and target items is in the attribute "lockseq", then there will be a warning in the log: could not save item.

> - ITSM009433
> In Client 2008, forms are not cached.
> Note: No problem is expected since hardware requirements for Client 2008 are higher than for the previous client, therefore performance should not be affected by lack of cache.

> - ITSM009434
> Limitation: In Client 2008 user cannot load an icon from a file. Only icons shipped with Client 2008 package are available on the icons's list. Icons imported from a file in previous client are not visible in Client 2008.

> - ITSM009435
> In Client 2008, Chart view colors are not displayed properly in Windows 2000 Terminal Services because Windows 2000 Terminal Services supports only 256 (8 bits) colors.
> Note: This issue does not exist on Windows 2003. Users are encouraged to use Windows 2003 Terminal Services.

> - ITSM009439
> Limitation: In Service Desk 4.5 event, the characters \0, \\, \", \', \b, \f, \l, \n and \t are regarded as special characters. Escape character \ should be preceded to them to keep them as normal characters.

> - ITSM009685
> For read-only custom fields, they still can be left blank even if they are set as required.

> - ITSM009755
> In Client 2008, the exact remote service pack version number and hotfix file name are not displayed in "General Settings" > "Remote Updater". Such information can be found in menu "Help" > "Update".

> MODIFIED OR NEW FUNCTIONALITY

> - ITSM004127
> The flexible assignment notifications feature is an extension of the currently notification mechanism. It allows to distinguish for the notification between two types of assignment: when the item is assigned to the user and the user's workgroup.

> Please refer to ITSM004127 documentation for detailed information.

> - ITSM004185
> "Blocked" field now can be used for service, service level and service level agreement. You can customize the form and view of service, service level and service level agreement to add the "Blocked" field.
> The intention of the "Blocked" field is to prevent new references being made to items that are obsolete, but cannot be physically removed because of existing references.
> The service level management function (e.g. time calculation) won't be impacted if the blocked item has already been related to an item before. Also, the blocked items still can be seen in view or advanced find and can be viewed / modified.
> To customize service level form, please follow these steps:
> 1. Navigate to Tools > System > hpOVSD > Security > Access > Role
> 2. Double click a role which has service level form.
> 3. Select the service level item in the role form and click "Advanced"
> 4. Select the service level form in the Form tab page of advanced dialog and click "Modify".
> "Quick view" fields and "Standard search" fields have been updated automatically by adding the "Blocked" field. This is usually done through Tools > System > hpOVSD > Presentation > Search. As the search property of service level cannot be customized, it is updated automatically when doing database upgrade.

> - ITSM004341
> The settings of a tree view have been adjusted. A new checkbox is added to allow you to determine if the tree view opens collapsed or expanded.

> The System Administrator can change System Views via Tools> System > Presentation > Views > choose an Item and a View

> The User can customize only views, which are accessible from the main console via
> View > Current View > Customize Current View
> View > Current View > Define Views > Add or Modify

> When a Tree View is chosen the button "Others" will show the new checkbox for "All expanded". This checkbox determines whether the Tree opens collapsed or expanded. In order to be compatible with the past the tree is expanded by default.

> Some of the Views are Standard Views and cannot be changed. In these cases a new View has to be defined with the desired properties. And the reference to the standard View has to be replaced with this new View.

> - ITSM004456
> This feature provides the means to maintain Templates in Folders. It allows Templates to be saved in Folders. User roles can be authorized to maintain templates at item level via the existing option "maintain template" and at Folder level via the new item "Template" in the Role dialog. The current general authorization for templates will be converted during database upgrade.

> Please refer to ITSM004456 documentation for detailed information.

> - ITSM004780
> A feature has been implemented that takes care of auditing all administrator console items, user logon/logoff and deletion of history lines. Any user who has the auditor role assigned can configure, export and view the audit log. The Auditor role can be assigned to a user by the system administrator. Please refer to the itsm004780 documentation included with this service pack for additional and more extensive documentation.

> - ITSM004791
> Service Desk can now audit the status of attachments when attachment is added/deleted to any record

> Please refer to ITSM004791 documentation for detailed information.

> Note: Attachment will not be audited if user does not have privilege of viewing historyline. This defect is documented as ITSM008826. Please track it to keep update of status.

> - ITSM004852
> Service Desk has provided the possibility to refine query restriction function. With this feature System Administrator can define which part of records should be included when result exceeds query restriction, 'newest records', 'oldest records' or keep original behavior which depends on database storage.

> Please refer to ITSM004852 documentation for detailed information.

> - ITSM004878
> A configurable socket time-out parameter has been implemented in order to remove possible problems with invalid connections. This time-out will make sure that the connection socket is only unavailable for the specified timeout when a connection is made.

> When a timeout occurs for the ITP port (Default 30999) the following message is added to the logserver.txt file:
> <Trace> The server socket for the ITP service on port 30999 had an invalid request
> <Trace> The request was send by <Machine name> with ip address <IP Address> from port <Port number>
> <Trace> Invalid ITP connection: No data found

> In the general tab of the Server Settings Editor you can specify the socket time-out (in milliseconds). The default value is 1000 milliseconds.

> - ITSM004895
> More information can be found in the resolved defects list.

> - ITSM004896
> More information can be found in the resolved defects list.

> - ITSM005024
> We added the possibility to relate multiple Configuration Items (CI's) to a Work Order through the drag and drop functionality.

> In order to use this option you have to perform the next steps:
> - Open an existing or create a new Work Order.
> - Activate the Advanced Find (F2) function, enter your search criteria for Configuration Items and press the find button.
> - Select multiple records in the list of returned Configuration Items.
> - Drag and drop these CI's into the Configuration Item field on the Work Order form.
> - Save the Work Order.

> IMPORTANT:
> When you drag and drop multiple CI's, it is not be possible to specify any Outage information at that moment as well as Planned Values. So, only the relationships between the Work Order and the various Configuration Items are added.

> See also ITSM005904.

> - ITSM005059
> By default the API's used a matchcase insensitive search. The search string was always converted to uppercase before performing the search. This results into a full table scan, which can drop the performance of the API application (depending on the amount of records in a table).

> To avoid this problem we introduced the option to set the matchcase for an ServiceDesk API-query.
> Example:
> IPersonWhere personWhere = personHome.createPersonWhere();
> personWhere.addCriteriumOnName(perName);
> perWhere.setMatchCase(true); // Exact search
> IPerson[] SDPersons=SDPersonHome.findPerson(personWhere);

> Note: The default setMatchCase is "false".

> - ITSM005140
> Before SP20, users can only customize the views in their own client environment. All the customized views are saved in file "views.dat". User cannot share one certain customized view with each other. This feature provides the means to share individual user views via an export/import file mechanism.

> Please refer to ITSM005140 documentation for detailed information.

> - ITSM005143
> The way Reporting Views are generated has changed. There are now three checkboxes which replace the checkbox "Use localized view and column names".

> The new checkboxes are:

> 1. Use language id in view name
> 2. Use localized view name
> 3. Use localized column name

> Example:
> Suppose you changed the following texts in Service Desk.
> Language is English:

> 1. Changed entity Service call name to Support Request
>    Kernel name is: SERVICECALL
>    Localized name is: SUPPORT_REQUEST
> 2. Changed Description to Short Information
>    Kernel name is: DESCRIPTION
>    Localized name is: SHORT_INFORMATION

> Now generated reporting view with the following settings:
> Use language id in view name

> > On: View name is created with V1033_SERVICECALL
> > Off: View name is created with V_SERVICECALL

> Use localized view name:

> > On: View name is created with V1033_SUPPORT_REQUEST
> > Off: View name is created with V1033_SERVICECALL

> Use localized column name:

> > On: Column name is SHORT_INFORMATION
> > Off: Column name is DESCRIPTION

> In Service Desk 4.0 the Reporting Views where created with the following settings.
> Use localized view and column names:

> On:

> > Use language id in view name: Off
> > Use localized view name: On
> > Use localized column name: On

> Off:

> > Use language id in view name: On
> > Use localized view name: Off
> > Use localized column name: Off

> In previous Service Desk 4.5 versions the Reporting Views where created with the following settings.
> Use localized view and column names:

> On:

> > Use language id in view name: On
> > Use localized view name: On
> > Use localized column name: On

> Off:

> > Use language id in view name: Off
> > Use localized view name: On
> > Use localized column name: Off

> A list of differences between Service Desk 4.0 and Service Desk 4.5 service pack 2 (and higher) can be found in \\doc\Reporting Views\diff_sd40_sd45sp2.txt. This file lists the differences between those two versions when Reporting Views are generated with Unlocalized texts.

> - ITSM005144
> Default the update e-mail command relies on the colon ':' and equals '=' characters to identify which fields to update.

> For example, if an e-mail is sent to Service Desk with the following text in the Subject field: Update number 1 and in the body of the e-mail:
> Description : This is the new description
> Solution = This is the new solution

> Then the Description and Solution fields of Service Call 1 are updated with the new values.

> However, some mail servers automatically add lines to an e-mail message which include a colon or equal sign.
> Service Desk tries to interpret the text preceding these characters as fields to be updated.
> When Service Desk does not recognize that text as a valid field name, the e-mail is rejected and the changes do not take place.

> To avoid this problem we introduced a parameter in the server_settings.xml file which allows you to specify your own SMTP identifier. You can modify this parameter in the SMTP tabular of the Server Settings Editor.

> The default setting for the SMTP identifier is "default". With this default setting Service Desk will use the colon and equals characters. Otherwise the specified SMTP identifier is used.

> The new SMTP identifier can be any character, or a string consisting of up to and including any five characters. If the identifier is over five characters in length, then any character after the first five will be ignored. This is not case-sensitive.

> - ITSM005173
> Attachment Classification Code is introduced to classify attachments. "Send e-mail message" action in Database Rule can send email with attachments of selected classifications. See itsm005173 for more information.

> - ITSM005178
> The request to define three decimals for the availability in the Service Desk metric settings for a Service Level Agreement has been implemented. This allows you to define a xx.yyy% availability in stead of only xx%.

> - ITSM005273
> In order to support Oracle 9.2 we needed to resolve the next problems for Service Desk in this service pack:
> - A new field type was used in the Oracle 9.2 JDBC driver which was not mapped to the Service Desk Java data type(s).
> - Prior to Oracle 9.2 there was only one tablespace type (now called Dictionary Managed Tablespace), but in Oracle 9.2 the Locally Managed Tablespace type is added. Based on the Oracle configuration, the Service Desk Database Wizard could not handle this new tablespace type and was therefore causing errors.

> Important: Service desk has only been tested for the character sets 'WE8ISO8859P15' and 'UTF8'.
> For more information about supported character sets see the 'Installation_Guide.pdf', paragraph 'Oracle Settings', page 43 provided on the original service desk cd-rom.

> Connection error can occur when the version of the Oracle JDBC driver in the file classes12.zip, located in the <Oracle home>\jdbc\lib folder, differs from the version installed on the Service Desk application server (...\server\lib). The classes12.zip file and the Oracle libraries can only communicate when they are both of the same version. To resolve this problem you have to replace the classes12.zip in the <service desk installation folder>\server\lib folder by the classes12.zip file located in the Oracle home folder (default for the Microsoft Windows platform: C:\oracle\ora92\jdbc\lib).

> The request to support this Oracle database version can be found as document ITSM005273.

> - ITSM005295
> Service Desk does not support search by 64k field because of the performance issue. When a cursor is in a 64K field and user presses F2, the 64k field won't appear in the Advanced Find dialog.

> - ITSM005339
> When executing sd_export on an HP-UX or Sun Solaris system, the export process displays the progress bar which requires a X Window System on the HP-UX or Sun Solaris Operating System. To be able to execute sd_export without the progress bar showing we added the silent option.

> To execute the sd_export with no display of the progress bar, simply add the "-s" option to your sd_export command line. When you execute the command /opt/OV/sd/server/bin/sd_export the added option is displayed too:

> > sd_export -f ConfigFile [options]

> > Options:
> > -o OutputTxtFile
> > -x OutputXmlFile
> > -l OutputLogFile
> > -s Silent (disables progress bar)

> It is also possible to configure the silent option in the configuration file. To disable progress bar using the configuration file add the parameter SILENT=TRUE under [SYSTEM].

> - ITSM005487
> The Outage Template creation is adjusted to span multiple days. For more information see ITSM005487.

> - ITSM005628
> The getApproval() method has been changed. In stead of returning the Approval of the ApprovalVote it now returns the AppOID of the related entity. Also a missing setApproval() method has been added.

> - ITSM005643
> When an inbound e-mail with an attachment is sent to the Application Server to update a Service Call then the attachment will be displayed, even if a file with an identical name already exists as an attachment in this Service Call. So the new e-mail attachment is added to the Service Call, but to avoid duplicate file names, Service Desk renames the newly added file by adding a sequence number. The format of this new file name is <filename> + "--{sequence number}" + <.file extension>

> This solution will not rename existing identically named attachments, but only those that are newly added. The Service Desk client will however now display all attachments, even if more than one with an identical name exists. Thus it may be possible that more than one attachment with the same name will be displayed in a Service Call, where previously only one was displayed.

> For example:
> - An existing Service Call contains the file "MyDocument.doc".
> - Updating this Service Call via inbound e-mail.
> - This e-mail contains the attachment "MyDocument.doc".
> - When you open the Service Call you will find two attachments named "MyDocument.doc" and "MyDocument--{1}.doc".
> - When you resend the e-mail, the Service Call will show three attachments named "MyDocument.doc", "MyDocument--{1}.doc" and "MyDocument--{2}.doc".
> - And so on.

> - ITSM005785
> A checkbox has been added in the General Settings of the System Panel to support a Delay Role Caching Mechanism.

> When this option is disabled (default Service Desk behavior):
> The application server(s) receives a command indicating that the Role cache needs to be refreshed every time a Role has been modified. When Service Desk has been configured with an extensive Role architecture (Roles and Folder hierarchies) it is possible that Service Desk clients will experience delays when logging on. Every time a clients logs on, the application server checks whether the Role cache needs to be refreshed. If so, it will query all the Role and Authorization information from the database.

> When this option is enabled:
> The application server does receive a command to renew its Role cache until the person modifying the Roles closes the Administrator Console. This way Service Desk clients don't trigger the application server to refresh its Role cache. The disadvantage of this option is that because the application server is still using the old role cache, the clients which logs on will be given the old Role cache too.

> - ITSM005796
> The silent command line option "-s" has been added to sd_export to disable the progress bar and pop-up messages which might occur during an export process. With this silent option no user interaction is needed when executing sd_export.

> The exception for the pop-up message to be shown:
> - The entered configuration file (*.ini) must exist at the given location (the silent option is processed by the application after checking the existence of the configuration file).

> - ITSM005818
> The agent actions, either successful or unsuccessful, are now written to the agent log file when the /MONITOR parameter is used when starting the agent. In addition, it is possible to enable the agent monitor feature on the application server by using the /AGENTMONITOR parameter when starting the application server. This will log information regarding actions sent to agents and information received from agents in the application server log file. For more detailed information see ITSM005818.

> - ITSM005801
> When Service Desk calls sd_dataform via smart action, it first escapes field text containing CRLF characters to some special character and later be unescaped reversely to the original text by sd_dataform.

> - ITSM005833
> Changes have been made to the way Service Desk gathers reporting data in order to give analyzed data and history lines identical timestamps. For both the 'on-save' and 'batch' mode of collecting data only the history lines are available to find the required historic information. The audit policy must therefore take this into account. Previously this applied to only the 'batch' mode of gathering data.
> It may be possible that when saving an entity (for example a Service Call) in a large Service Desk implementation there is a performance degradation as a result of this change.

> - ITSM005878
> A new feature has been introduced for "deputy voting". With this feature, user is now able to view approval tasks of other people. Also some people can be authorized to vote on behalf of other people who are in long term leave.

> Please refer to ITSM005878 documentation for detailed information.

> - ITSM005942
> The To, CC, BCC, Reply-To and From fields in an outbound email header can now be encoded. This is optional and can be selected by a new checkbox in E-mail properties in the Administrator Console. The encoding will be performed according base 64 and the outbound email character set specified.

> - ITSM005954
> Http debug / monitoring information for incoming http requests using the "/HTTPMONITOR" parameter when starting the application server are now written to the application server log file. It will list the host name of the event source, as well as information regarding the contents of the http request. For more detailed information see ITSM005954.

> - ITSM005955
> Task manager information regarding scheduled tasks and the task manager thread pool is now gathered during the application server's uptime. This information can be retrieved using the server status screen. To start the application server with the server status screen enabled check the "Show server status" checkbox. The server status screen will show you a "Log monitoring info" button and clicking this will print all monitoring info gathered during the uptime of the application server up to that point, including the info for the task manager, to the application server log file. Note that no history records are available from before starting the application server. For more information see ITSM005955.

> Example of the monitor information:

> Active thread information:

> > NrofThreadGroups: 5

> > > ThreadGroupnr: 0 : Message Queue Reader
> > > ThreadGroupnr: 1 : ITP Service
> > > ThreadGroupnr: 2 : HTTP Service
> > > ThreadGroupnr: 3 : Event Queue Reader
> > > ThreadGroupnr: 4 : Task Manager

> > NrofThreads: 38

> > > Threadnr: 0 : Log Plumber
> > > Threadnr: 1 : AWT-EventQueue-0
> > > Threadnr: 2 : SunToolkit.PostEventQueue-0
> > > Threadnr: 3 : AWT-Windows
> > > Threadnr: 4 : Status Monitor
> > > Threadnr: 5 : Taskmanager Timer
> > > Threadnr: 6 : WeakReference Plumber
> > > Threadnr: 7 : WeakReference Plumber
> > > Threadnr: 8 : ITP-Thread0
> > > Threadnr: 9 : ITP-Thread1
> > > Threadnr: 10 : ITP-Thread2
> > > Threadnr: 11 : ITP-Thread3
> > > Threadnr: 12 : ITP-Thread4
> > > Threadnr: 13 : ITP-Thread5
> > > Threadnr: 14 : ITP-Thread6
> > > Threadnr: 15 : ITP-Thread7
> > > Threadnr: 16 : ITP-Thread8
> > > Threadnr: 17 : ITP-Thread9
> > > Threadnr: 18 : Thread-6
> > > Threadnr: 19 : Response Timer
> > > Threadnr: 20 : Taskmanager Timer
> > > Threadnr: 21 : AgentManager job queue monitor
> > > Threadnr: 22 : AgentManager failed job queue monitor
> > > Threadnr: 23 : AgentManager multicast listener
> > > Threadnr: 24 : Server Health Monitor
> > > Threadnr: 25 : Connectionpool Cleaner
> > > Threadnr: 26 : WeakReference Plumber
> > > Threadnr: 27 : Taskmanager Timer
> > > Threadnr: 28 : AppCacheManager$1
> > > Threadnr: 29 : WeakReference Plumber
> > > Threadnr: 30 : WeakReference Plumber
> > > Threadnr: 31 : Thread-24
> > > Threadnr: 32 : Screen Updater
> > > Threadnr: 33 : TimerQueue
> > > Threadnr: 34 : AppMessageQueueReader
> > > Threadnr: 35 : ITP thread on port: 34561
> > > Threadnr: 36 : HTTP thread on port: 30980
> > > Threadnr: 37 : AppEventQueueReader

> > Agent manager statistics:

> > > Amount of handled jobs: 0
> > > Amount which where failed jobs: 0
> > > Amount of jobs in failed job queue for agent on:

> > AppDBConnectionPool service desk repository:

> > > Success: 50
> > > Waits: 0
> > > Available Connections: 14

> > AppDBConnectionPool service desk data:

> > > Success: 0
> > > Waits: 0
> > > Available Connections: 16

> > Task manager statistics:
> > Amount of currently scheduled tasks: 0

> Task manager threadpool statistics:

> > Current number of active threads: 1
> > Number of pending jobs in the queue: 0
> > Number of jobs in progress: 0
> > Number of jobs handled by the threadpool: 1

> - ITSM00 5973
> When a user saves an entity and it contains a related entity for which there are required fields, the related entity is opened automatically and a message box appears prompting the user which fields of the entity are required.

> In Service Desk all entities are created with templates. Hence this change affects other areas of Service Desk such as the Web Console, Service Pages, data exchange and sd_event.

> The Web Console behaves like the full client. The user will be prompted which fields have to be filled in for the related entity and the tab page that contains the related entity. However, the related entity will not be opened automatically.

> For linked templates used in Service Pages, data exchange and sd_event the Service Desk administrators must ensure that all required fields have an initial value.

> In Service Pages it is not possible to access related entities through an entity. For example if work orders are created through a change template it is not possible to open the work orders and fill in the missing required fields.

> With data exchange and sd_event missing required fields on a linked template will result in error messages in the log file, such as the following fragment from the sd_event_error.log:

> PORT=30980

> SERVER_RESPONSE=ERROR: For work order the following fields are required: Information,Status.

> ……..

> - ITSM006040
> The hp OpenView service desk 4.5 support pack for Windows Server 2003 is available as SDSK_00036 on the hp OpenView eCare portal to support Service Desk 4.5 on the Windows Server 2003 Enterprise Edition (32bits) platform. This support pack only contains the installation managers for the application server and service pages, since only those installation managers did not install from the Service Desk 4.5 CD-ROM on the Microsoft's Windows Server 2003 platform.
> It is also important to know that by default the Microsoft's Windows Server 2003 Enterprise Edition platform does not contain a Microsoft Java Virtual Machine which is required by the Service Desk client software and therefore will not run on this platform.
> The hp OpenView service desk 4.5 support pack for Windows Server 2003 (SDSK_00036) does contain a readme.htm file with installation instruction.
> The request to support this platform can be found as document ITSM006040.

> - ITSM006041
> To support Service Desk 4.5 on the platforms HP-UX 11.00 and 11.11, we suggest to use the latest 1.3.1 version of the java virtual machine (currently version 1.3.1.12). The minimum required java virtual machine is 1.3.1.09 since this version supports some critical HP-UX patches.
> There are also patches for HP-UX which are required for Java(tm). These patches can be found at http://www.hp.com/products1/unix/java/patches/index.html
> It is required that the Quality Pack for:
> - HP-UX 11.00 contains patch PHCO_29959
> - HP-UX 11.11 contains patch PHCO_29960
> If the (installed) Quality Pack does not contains the required patch, then the patch must be installed separately.

> - ITSM006096
> All information gathered during the application servers uptime, like task manager information regarding scheduled tasks, task manager thread pool statistics, number of currently scheduled tasks, number of active database connections, etc., can be retrieved remotely using the server manager. The server manager can be started on any machine that has the application server installed and that has the ability to show a graphical user interface. To start the server manager on Windows use the "sd_servermanager.bat" file and on UNIX use the "sd_servermanager" script both located in the <application server home>/bin folder. This will start the server manager on the current machine, so an application server must be running with itp port 30999 on that machine. When the server manager has started a window will appear with a list of application servers available, and a button to stop an application server ("Stop selected server(s)"), and the button to log the monitored information ("Log monitoring info on selected server(s)"). It is also possible to start the server manager using a different application server and with a different port. On the command line type java -cp lib/classloader.jar com.hp.startup.Bootstrap com.hp.ifc.ui.AppServerManager /control <server name> <server ip port>. For more information see ITSM006096 and ITSM005955.

> - ITSM006111
> A series of Email Approval Notification and Assignment Notification templates are added in "Administrator Console > system Panel > E-Mail > E-mail Templates". Now user can customize content and format of assignment and approval notification message by modifying these templates.
> Original templates are only applied to service call, so their names have been changed with prefix "Service call".

> - ITSM006128
> A new 64K field "New Value" is added to history line which records the value after modification. To use this field, customize form in Administrator Console > hpOVSD > Presentation > Form > e.g. History Line Change.
> This is useful when value of e.g. a 4000 character (4K) field gets changed and text in history line subject is truncated. The new value can be displayed in this field.

> - ITSM006198
> Integration of NNM 7.x and Service Desk 4.5 is officially supported since Service Desk 4.5 service pack 16.

> - ITSM006239
> Before service pack 18, Service Desk used "Registration Time" till "Actual Finish" as unavailable period in SLA availability calculation. In some case, service call or incident is registered after actual work is done. This will result in negative unavailable duration and availability higher than 100%, which is meaningless.
> Now an option "Actual Start Used As Unavailable Start In Availability Report" is added in general settings.
> This option is disabled by default and Service Desk behaves the same as before.
> With this option enabled, service desk will now use "Actual Start" till "Actual Finish" as the service unavailable period.
> When this option is enabled, user should always input actual start. In case a relative service call or incident does not have actual start filled, the registration time will be used as unavailable start and if the registration time is later than actual finish this record will be ignored.
> User is recommended to build two extra rules to work with this function. They will be used to initialize "Actual Start" by "Registration time".
> 1. UI Rule (for service call/incident):
> After new item has been opened
> (Update Data) Actual Start set to [Registration Created]
> 2. Database Rule (for service call/incident):
> When service call is created
> Where Actual Start (*) is empty (Uncheck Evaluate this rule when this field has been changed)
> (Update Data) Actual Start set to [Registration Created]
> Limitation: availability calculation always filters by registration time even the option is enabled. For example, a SLA metrics is defined to calculate availability every Monday. A service call actual starts in the 1st week but is registered in the 2nd week. It will be ignored in the availability report of 1st week because it is not registered in Service Desk yet. If this service call is finished in 2nd week, the unavailable period in 2nd week will be calculated in 2nd week's report.

> - ITSM006317
> The field selection for returned values Data Update by External system is extended for aggregated fields.

> - ITSM006358
> It is now possible to make the following sub-entities mandatory:

> Entity |  | Subentity
> Change | --> | Workorders
> CI | --> | Organization
> |  | Users
> |  | Workorders
> |  | Used by these Business Services
> Incident | --> | Workorders
> Maintenance contract | --> | CI
> Organization | --> | Persons
> Person | --> | Workgroups
> |  | Owner of CI
> Problem | --> | Workorders
> Service | --> | Service Level Agreement
> Servicecall | --> | Workorders
> Workorder | --> | CI
> Workgroup | --> | Member

> - ITSM006513
> Service Desk 4.5 client on Windows 2003 is officially supported since service pack 19.
> Note: when running client on Windows 2003 major release without patch, project view cannot be used. Apply windows 2003 patch may solve this issue.

> - ITSM006537
> A new remote updater feature has been implemented. It allows automatic updating of the client using a hot fix and/or a service pack without user interaction. Please refer to the itsm006537 documentation included with this service pack for additional and more extensive documentation.

> - ITSM006667
> An additional rule manager logging has been created, that can work in parallel to the already existing functionality. This is done so it is still possible to use only the default "Rule manager Debug".
> The new rule manager logging however uses a separate rulemanager.log file to store it's information and can also be turned on or off during runtime!
> How to reproduce?
> - Actually it is not possible to reproduce, because it is a new feature.
> How should the new feature be used?
> The alternative rule manager logging can be enabled using a server manager command line:
> Windows
> sd_servermanager.bat /monitor <server name> <server port> com.hp.ifc.ev.dbrules.AppDBRuleManager setMonitoring true
> HP-UX / Sun Solaris
> sd_servermanager /monitor <server name> <server port> com.hp.ifc.ev.dbrules.AppDBRuleManager setMonitoring true
> The above will turn the rule monitoring on for the specified application server. To check if the rule monitoring was successfully switched on the logserver.txt log file will contain the following line:
> <DBRuleManager> Rule monitoring active = true

> - ITSM006727
> When pressing the "New Search" button in Advanced Find the message "this will clear your current search criteria. Do you want to continue?" appears. An option has been added to disable this. This can be enabled again in Tools > Options > Advanced, under the Searching topic.

> - ITSM006841
> When logging into Service Desk you have to type in the 'Login name' and 'Password'. When logging into Service Desk the following time, you have to type in both the 'Login name' and 'Password' once again. A request has been logged to have the feature that the 'Login name' that is last used is stored and used the next time Service Desk is logged into. This is similar to the Windows login feature.

> - ITSM006849
> The issue to resolve is that information needs to be retrieved in a different way then it was done before. Previously the information was retrieved from the OpenView Operations for Windows (OVOW) database in order to put this information into the Service Desk database. This was done with the Data Exchange export functionality of Service Desk that uses a WBEM ODBC Driver to connect to this OVOW database. This WBEM ODBC Driver was initially delivered with the Microsoft Windows platforms, but in Microsoft Windows version 2003 Microsoft decided to remove this WBEM ODBC Driver from its platform.

> Files and information on how to install and use the integration on Windows 2003 Advanced Server can be found in the doc\itsm006849 folder where this SDSK was unpacked. Please see the readme.doc for more information.

> - ITSM006973
> Now it is possible to create a Workorder from an entity which automatically copies the values from the entity to the newly created Workorder.
> Actions > Create Workorder - Copy values from current item.

> - ITSM007034
> As a result of the 'Related CIs' tab of the configuration item form and the 'Relations' tab of the problem form not being customizable, a request has been raised to include some extra fields in those views.
> The requested fields are :
> the 'Status' field to be included in the 'Relations' tab of service call, problem, change and incident.
> the 'Category' field to be included in the Parent CI's, Child CI's and Related CI's tabs of configuration item.
> This problem is related to enhancement request : ITSM006871

> - ITSM007071
> An executable (SD45ViewRules.exe) has been provided that checks the database- and UI-rules for any problems with deserialization and gives an overview of all existing rules. The executable and command file can be found in the doc\itsm007071 folder where this SDSK was unpacked.
> A cmd-file (SD45ViewRules.cmd) has been provided with the following text, you must alter it to reflect your own client path:

> @echo off
> SET CLASSPATH=.;<path Service Desk 4.5\client>\lib\hotfix.jar;<path Service Desk 4.5\client>\lib\servicepack.jar;<path Service Desk 4.5\client>\lib\common.jar;<path Service Desk 4.5\client>\lib\sdcommon.jar;<path Service Desk 4.5\client>\lib\JClark.zip;<path Service Desk 4.5\client>\lib\ui.jar;<path Service Desk 4.5\client>\lib\sdui.jar
> SD45ViewRules /settings=<path Service Desk 4.5\client>\user_settings.xml

> Put the cmd and the executable file in a directory and double click on the cmd file. A dos window will be opened and after a short time be closed again. Check new files ViewUIRules.txt and ViewDBRules.txt for any errors. If a rule cannot be deserialized any more it is advised to delete it as it makes Service Desk environment unstable. The sql-statement to delete this corrupt rule can be found in the text files. It is not possible to manipulate the display of the data you receive in the text files.

> Remark: Though this tool has been provided with a Service Pack there will be no support based on enhancements requests.

> - ITSM007072
> One option "one of approvers (exclude voted approvals)" is added to the "Where I am" section of filter condition. This option allows user to view approvals which have not been voted yet for him.

> - ITSM007082
> A new web-api example with detailed documentation has been added. You can make complex predecessor / successor relation with them. The example can be found in the api folder where this SDSK was unpacked. Please see the manual-autowo.pdf for more information.

> Remark: Though these web-api example files have been provided with a Service Pack there will be no support based on enhancements requests.

> - ITSM007153
> Service Desk 4.5 and OpenView Operations for Unix 8.x integration is supported now.

> - ITSM007175
> A new system action has been introduced called "Commit" which allows the user to save the current form as result of a UI rule. To fully support the new feature, actions of a UI rule now have an explicit execution order.
> Please refer to ITSM007175 documentation for detailed information.

> - ITSM007185
> Now another 10 custom Code fields for Change, 5 for Problem and Service Call each are added.

> - ITSM007202
> If during a data update action from a Database rule and the record already has been updated by other Database rules, program or end user, the Database rule manager will reload the item by refreshing and then retry the update again.

> - ITSM007412
> Using the up/down arrows in a form will now trigger and execute any valid UI-Rules that have been defined for the item you are navigating to.

> - ITSM007230
> When user put cursor in read-only field and presses F2, the third tab page of Advanced Find dialog (advanced tab page) will be opened with search condition pre-populated. This is similar with Advanced Find for writable field. Double click the record in search result will open new form to display.

> - ITSM007267
> Now if user has read-write access to a Work Order, he can modify any planned CI values on the Work Order directly even he does not have write access to that CI.

> - ITSM007305
> OVSDSync.exe is introduced to extract the required hp OpenView Operations for Windows nodes and services to a set of newly created database tables. Data exchange then can import these nodes and services via ODBC from these tables to Service Desk.

> - ITSM007341
> This problem needs to be resolved manually. An executable (AdjustSLWeight.exe) is provided for filling empty Service Level weights so that the Service Level can be displayed correctly in views. The executable and command file can be found in folder doc\itsm007341 where this SDSK was unpacked.
> Meanwhile a cmd-file (AdjustSLWeight.cmd) is offered with following text and customer must alter it to reflect his own client path:

> @echo off
> SET CLASSPATH=.;<path Service Desk 4.5\client>\lib\hotfix.jar;<path Service Desk 4.5\client>\lib\servicepack.jar;<path Service Desk 4.5\client>\lib\common.jar;<path Service Desk 4.5\client>\lib\sdcommon.jar;<path Service Desk 4.5\client>\lib\JClark.zip;<path Service Desk 4.5\client>\lib\ui.jar;<path Service Desk 4.5\client>\lib\sdui.jar
> AdjustSLWeight /settings=<path Service Desk 4.5\client>\user_settings.xml

> Put cmd and executable file in a directory and double click on the cmd file. A dos window will be opened and after a short time be closed again. Check logclient.txt files for execution result. If filling is successful message "Filling empty Service Level weights successfully" could be found in logclient.txt. If failed, message "While filling empty servicelevel weights the following error occurred" will be found in the same file.
> Remark: Though this tool is provided with a Service Pack there will be no support based on enhanced requests.

> - ITSM007474
> Number of attachments are limited in some file systems. SP16 changed folder structure for storing more attachments.
> Users upgrading from SP15 (or earlier) to SP16 (or higher) must migrate existing attachment folder structure.
> Please refer to the itsm007474 documentation included with this service pack for additional and more extensive documentation.

> - ITSM007482
> Default quick find behavior for "Service" field in service call is changed from "All Services" to "Services Used By Caller".
> An additional menu item "All Services" is added to dropdown menu which allows user to query all services.

> - ITSM007487
> Since Service Desk Service Pack 29, Service Desk Client 2008 supports FTPS. Please refer to ITSM007487 documentation for detailed information.

> - ITSM007498
> Tree view can now be used in advanced find.
> Notes:
> 1. Items opened from the tree will be read-only.
> 2. In Client 2008, there will be no checkbox on tree node. You can press and hold the Ctrl or Shift key to select multiple items.

> - ITSM007552
> The two new operators "Older than x days ago" and "Newer than x days ago" are added for the date field in the advanced tab of Advanced Find dialog and the filter of views. "x days ago" means "x * 24 hours before now", say "time A". "Older than x days ago" means before "time A" while "Newer than x days ago" means after "time A".

> - ITSM007602
> A new check box "Convert fields in parameters to URL format" has been added to Smart Action form. From now on, users can force Service Desk to convert the contents of fields in parameters of smart action to URL format. This new function can prevent URL reserved characters (e.g., &, %, ?) in parameters being recognized incorrectly .
> The URL reserved characters which are input directly in "Parameter" field of smart action will not be converted.
> For example, the parameter is "http://localhost/test.jsp?info=[Information]&action=1" and [Information] equals "a b&c" when Smart Action executes, the result will be "http://localhost/test.jsp?info=a%20b%26c&action=1".

> - ITSM007695
> The following operators have been added to the filter settings of any view: "Is 2 years ago or more", "Is 1 year ago or more" and "Is 6 months ago or more". The operators can only be applied to fields of type Date.
> It is now possible to export/import Copy Fields and Audit Rules settings using standard ACES functionality.
> Two new menu options are added in Administrator Console to provide a quick and convenient way for Systems Administrators to block/unblock/delete the following types of Service Desk items: Database Rules, UI Rules, Codes, Actions, Views and Templates.
> ACES logging are improved by using localized name, adding log level, adding referenced item descriptions, adding serialized item descriptions, etc.
> ACES run-time messages are more detailed and users are allowed to pause the operation on warnings or errors.
> A new function named "References Auditor" provides the System Administrator with a report of Service Desk items that have been deleted / blocked but are still being referenced.

> Note: It may take several hours to generate the report on database with scalable size. During the period, the client will not respond. Please DO NOT shut down it forcefully. The block function of Views and Templates is not implemented. Although they can be marked as blocked in Block/Unblock selection window, the blocked views and templates can still be accessed so far. It will not be effective until further notice.
> Please refer to the itsm007695 documentation included with this service pack for additional and more extensive documentation.

> - ITSM007673
> An option "Only Print Selected Item In Explorer View" is added in "General Settings".
> With the option disabled, system will print all items in navigation pane and every item is followed by detailed data in base pane.
> With the option enabled, system will still print all items in navigation pane but only the current selected item will have detailed data followed.

> - ITSM007714
> The field "Login name" in the enhanced audit log view will display the correct login name. Besides, an additional field "Display name" is available. You can customize enhanced audit log view to have "Display name" shown.

> - ITSM007741
> Now it is possible to see current event queue size for determining performance problems and for troubleshooting purposes.
> The events in this queue are for example insert, updates and / or delete events that have occurred in Service Desk and need to be processed by for example the rule manager to see if there are applicable rules for that event.
> The information includes the minimum and maximum event processing times, but not the actual size of the event queue at that moment. This is shown in the example:
> Event queue reader statistics:
> Minimum duration to run action(s): 0 milliseconds
> Maximum duration to run action(s): 2547 milliseconds
> Average duration to run action(s): 352 milliseconds
> Total number of actions handled: 364

> - ITSM007777
> Service Desk now supports adding History Lines on creation, modification and deletion of relations.
> To use this, go to the Administrator Console > Security > Audited Actions and select relations. For example, for Service Call user can choose Approval votes, Work orders, Relations, etc.

> - ITSM007823
> When using Remote Updater functionality to upgrade a service desk client to service pack 16 or later, the file "AdminConsole.atb" is downloaded into user directory "update" automatically. And the administrator console can be opened without any error.
> Note: If the toolbar of administrator console was customized, it will be reset after remote updating.

> - ITSM007844
> The Citrix Access Suite 4.0 provides an always-on connection to information - whether data, voice or people. It is secure by design, consolidates access into a central location for more efficient management and effective control, provides a robust and resilient foundation that scales and adapts to support business change and growth, and automatically adjusts to thousands of dynamically changing access scenarios.
> The Service Desk 4.5 client will receive limited support for running in a Citrix environment. There will be only limited support because certain functionalities simply do not function in a Citrix environment.
> Please refer to the Citrix documentation (Publish SD45 on Citrix, Citrix client access and Limitations) included with this service pack for additional and more extensive documentation.

> - ITSM007864
> Select an item (e.g. service call) in role form and click the "Advanced" button, the template list in advanced dialog is now in alphabetical order. It makes the selection more efficient.

> - ITSM007866
> An option has been added to service desk to allow user apply the filters in view to Quick Find, Advanced Find and Overview Actions.
> To enable it, simply navigate to Tools > System > hpOVSD > System Panel > General Settings and choose "Apply filters in advanced find, quick find and overview action results".
> If the option is not enabled, service desk will behave exactly the same as before.
> After the option is enabled the filter defined in view will be populated to advanced pane when user opens advanced find dialog. User is allowed to adjust the pre-populated criteria freely.
> The filter of selected view in quick find dialog will be applied in addition to the "heading characters" inputted by user. Therefore, the view used for quick find should be designed carefully or some items can never be found in quick find. "Filter Applied" text in the up-right corner of the dialog indicates the option is turned on.
> Overview Actions acts similar to quick find. The filter of view will be applied in overview action results.

> - ITSM007867
> Integration of OVOU 8.2 on HP-UX Itanium and Service Desk 4.5 is officially supported since Service Desk 4.5 service pack 16.

> - ITSM007869
> OVOW 7.5 is the first release of OVO to support installation and operation of the Management Server in a failover configuration running a Microsoft Windows 2003 Cluster.
> From service pack 16 Service Desk starts to support integration of OVOW (OpenView Operations for Windows) 7.5 cluster and OVSD (OpenView Service Desk) 4.5.
> Please refer to the itsm007869 documentation included with this service pack for additional and more extensive documentation.

> - ITSM007870
> Important:
> Note: For support Oracle 10G R1 (10.1) with JRE/JDK 1.3.1, Oracle JDBC Driver should be upgraded manually
> Copy <installation package>\doc\Oracle10G\classes12.zip to <server installed dir>\lib\ directory and overwrite the existing one.
> For using JDBC OCI model with Service Desk Application Server, you should replace classes12.zip in <service desk installation folder>\server\lib folder by classes12.zip file located in Oracle home folder (default for the Microsoft Windows platform: C:\oracle\product\10.1.0\client_1\jdbc\lib) because the classes12.zip file and the Oracle libraries can only communicate when they are the same version.
> Note: For support Oracle 10G R1 (10.1) with JRE/JDK 1.4.2, you MUST use ojdbc14.jar in <service pack extraction directory>\doc\ITSM007871, detailed information please refer to ITSM007871.

> - ITSM007871
> From SP18, Service Desk starts to support Java Runtime Environment (JRE) 1.4.2 and Java Development Kit (JDK) 1.4.2.

> Sun has announced end of life (EOL) for JRE/JDK 1.3.1, therefore Service Desk 4.5 will only support JRE/JDK 1.4.2 starting with Service Pack 19. With this Service Pack version JRE/JDK 1.3.1 will no longer be supported. JRE/JDK 1.3.1 will still be supported for earlier Service Pack versions.

> Service Desk 4.5 SP 18 has been tested with JRE/JDK 1.4.2_09 and JRE/JDK 1.4.2_10. It is not recommended to use JRE/JDK 1.4.2_10 due to known performance issue in this Java Version. For more information, please visit sun web site http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=6356456

> Please refer to the JRE 1.4.2 Migration Guide included with this service pack for additional and more extensive documentation.

> - ITSM007922
> If Automatic Refresh Interval in Service Desk client is enabled and refresh interval is shorter than server session time out setting, the session would not be released even client has been idled for long time. This will result in "maximum concurrent users reached" and application servers have to reboot to free the sessions.
> Now an "Enable Automatic Refresh Interval" option is added to allow system administrator has central control.
> Limitation: After check/uncheck this option, automatic refresh will not be enabled/disabled on running clients until they are restarted.

> - ITSM007987
> SQL Server 2000 cluster is officially supported as underlying database since Service Desk 4.5 service pack 16.
> Important: Service Desk supports a clustered SQL Server when the cluster act as transparent as one machine. If it does not work transparently as one machine, there may be database access fail which is unrecoverable during the failover period.

> - ITSM008009
> System views of Enhanced Audit log can be customized at Tools > System > hpOVSD > presentation > views > Audit Log and can be used in Archive Settings.

> - ITSM008085
> Following directories are added under /opt/OV/sd/ovo/get_ovo_attributes
> and each directory contains a corresponding get_ovo_attributes binary.
> Dist-HP-UX-B.11.11_OVO7_ORA8
> Dist-HP-UX-B.11.11_OVO7_ORA9
> Dist-HP-UX-B.11.23_ia64_OVO8
> Dist-SunOS-5.9_OVO8
> Dist-SunOS-5.9_OVO7
> Now running configure.sh script to configure get_ovo_attributes under corresponding integration platforms will deploy correct get_ovo_attributes bytes.

> - ITSM008086, ITSM008087, ITSM008088
> Generic Relation is introduced to establish relation between two arbitrary items in Service Desk. Generic Relation Group is to implement N to M relations between items.
> A new UI Rule action "Limit field value range by relations" is added to limit available values of code field in a form by pre-defined generic relations. See itsm008088 for more information.
> Limitation: Generic association mechanism is different from existing relations in Service Desk.
> Important: Now code form can be customized by system administrator.

> - ITSM008132
> Now number of assignment E-mails and approval E-mails as well as times of flashing tray icons can be gathered through "Log monitoring info" function in server status dialog.
> Example of monitor information:
> Event manager statistics:
> Send mail to assigner action(s):
> Minimum duration to run action(s): 1231 milliseconds
> Maximum duration to run action(s): 1231 milliseconds
> Average duration to run action(s): 1231 milliseconds
> Total number of actions handled: 1
> Send mail to approver action(s):
> Not enough data retrieved yet...
> Send online message to assigner action(s):
> Not enough data retrieved yet...

> - ITSM008201
> Service Desk 4.5 on HP-UX B.11.23 Itanium is officially supported since service pack 17.
> NOTE:
> 1. Please manually copy <installation package>\doc\support license\ia64-HP-UX-B.11.23\libJOvKey3License.so to /opt/OV/sd/server/lib
> 2. Change access permissions: chmod 744 /opt/OV/sd/server/lib/libJOvKey3License.so

> - ITSM008212
> Important: Agent detecting message "Agent on xxx detected" in log file is turned off by default. To enable this message, start Service Desk server with a /AGENTMONITOR parameter.
> An "/ALIVEINTERVAL=minutes" startup parameter is added to Agent to configure interval of sending agent alive message and default interval is 10 minutes.

> - ITSM008255
> Service Desk 4.5 Service Pages is supported to run with Tomcat 5.0.28.

> Important: JRE 1.4.2 Migration of Service Desk must be done before Migrating to Tomcat 5.0.28, please refer to ITSM007871.

> Please refer to the Tomcat 5.0 Migration Guide included with this service pack for additional and more extensive documentation.

> - ITSM008291
> Dynamic form is a new feature of Service Desk that make it possible to change the layout of currently opened form based on values selected in the form. It allows administrator to make fields visible only within the context in which they are needed.
> Note: a new property of Form "subform" is introduced to indicate this form can only be used within another form.
> See ITSM008291 for more information.

> - ITSM008292
> Before Service Pack 18, Service Desk offered fixed number of custom fields that can be reconfigured for a specific use. With the new custom fields feature, administrators get the ability to add extra fields to Service Desk item. This way, the use of custom fields is no longer limited by the number of custom fields offered by Service Desk.
> Note:

> - To provide a better overview of these custom fields, this feature also introduces a new view of Custom Fields in the Administrator Console.

> - Please be noticed that the amount of customer fields in your environment could impact the performance.

> - Nullpointer Exception might popup when trying to open Administrator Console, which happens in service pack 15 or later. To resolve this, please find the correct AdminConsole.atb in the location listed below and copy it to <SD_CLIENTHOME>\repo directory.

>   Version | Location
>   SP15~SP17 | <SD service package extract directory>\doc\itsm007695\AdminConsole.atb
>   Since SP18 | <SD service package extract directory>\doc\itsm008292\AdminConsole.atb

> See ITSM008292 for more information.

> - ITSM008332
> Service Desk has provided the possibility to define one single Database Rule (or UI Rule) that triggers for more than one event (such as when item is created and when item is deleted for Database Rule). Hence, rules with same conditions and actions can be combined into one which is easier to use.
> Existing rules can be used without explicit migration operations. Existing compound rule trigger will be translated to multiple selection of single triggers automatically.
> The validation of a Rule (e.g. a Database Rule when item is deleted cannot have update data action) will take all selected triggers into account.
> See ITSM008332 for more information.

> - ITSM008359
> When user changes status of "Use related item values" option on the set value dialog of "Update data" action in Database rule, there will be a dialog asking user to confirm the changing. If user chooses "Yes", the defined function of current dialog will be cleared.

> - ITSM008411
> Before SP20, name1 field is used as CI hostname when making outage and is not configurable. Now administrator can use a different field in outage configuration. This field must be any text field of CI.
> To use a different field, the administrator should add a parameter named CI_HOSTNAME_FIELD to the VPO section of mkoutage.conf. The field name is declared using the item key, so please notice that localized names cannot be used there.
> To get the item key of a specific field, please:
> 1. Login as Administrator
> 2. Open Advanced Find
> 3. Select Label Text from the Look for drop down list
> 4. Go to the Advanced tab
> 5. Use Language and Text as query condition. For example, "Language equals English" and "Text contains (AND) Name 2"
> 6. Check the field "Localized Item Key" in result pane.
> If the parameter is not set, name1 will be used as default, so existing installations do not have to change their mkoutage.conf file.
> Here is an example of mkoutage.conf:
> ; Configuration file for mkoutage
> ;
> [SD]
> hostname = your service desk server address
> username = your account
> password = your password
> [VPO]
> outage_template_file = /etc/opt/OV/share/conf/OpC/mgmt_sv/respmgrs/outage
> reconfigure_request_cmd = opccfgout -update
> syntax_check_cmd = opcmomchk –outage
> ci_hostname_field = name2

> - ITSM008419
> Some extra code custom fields are added.
> - 20 Code fields for Service.
> - 10 Code fields for Service Call.
> - 10 Code fields for Work Order.
> - 10 Code fields for Configuration Item.

> - ITSM008420
> For Service Desk running on Oracle database, VARCHAR2 (4000) and LONG datatype are used to store String 4000 and String 64k field respectively.
> Now it is possible to convert these datatypes to CLOB.

> - Converting VARCHAR2 (4000) datatype to CLOB will allow user to input 4000 multi-byte characters in String 4000 field. Before conversion, only 1333 multi-byte characters can be stored if database character set is UTF8.
> - Converting LONG datatype to CLOB will allow user to use String 64k field in search condition. Please also refer to ITSM008604. Converting LONG to CLOB also allows these columns to be used in Oracle data replication.
> Important:
> 1. Conversion to CLOB datatype requires long time to complete and there is no fallback mechanism provided in case the conversion failed. PLEASE DO BACKUP YOUR DATABASE before proceeding.
> 2. Conversion to CLOB database will have some side effect such as performance drop when the String 4000 field is used in search condition. Please read user manual carefully before you decide to convert.
> 3. Oracle 8i is not supported for converting to CLOB because of some limitation in Oracle 8i CLOB support.
> Please refer to ITSM008420 documentation for detailed information.

> - ITSM008421
> SQL Server 2005 is officially supported as underlying database since Service Desk 4.5 service pack 19.
> Important: For support SQL Server 2005, JDBC Driver should be upgraded manually

> - Remove <server installed dir>\lib\Opta2000.jar
> - Copy <installation package>\doc\itsm008421\Opta.jar to <server installed dir>\lib\ directory.

> - ITSM008422
> Oracle 10G R2 (10.2) is officially supported as underlying database since Service Desk 4.5 service pack 19.
> Important: For support Oracle 10G R2 (10.2), you MUST use ojdbc14.jar in <service pack extraction directory>\doc\ITSM007871, detailed information please refer to ITSM007871.

> - ITSM008424
> It is now allowed to define complex filter condition using "OR" and "Negate" compounds in advanced find and view filter.
> To support this feature, the GUI of advanced tab page in filter is changed to tree style which is similar to Rule Condition.
> Important:
> Improper usage of the "OR" and "Negate" operator may lead to long query which impacts the database performance.
> To limit the impact of this feature, a role based option "Usage of NOT and OR in Filters Allowed" is added. By default, this option is only enabled for Administrator Role.
> Please refer to ITSM008424 documentation for detailed information.

> - ITSM008425
> Service Desk now allows user to send emails in client to handle Service Calls. By this feature, if a service call is created or updated by inbound email, user will be able to reply email with Service Desk client.
> All email histories related to Service Call can be stored and viewed.
> There are also some other E-mail functionalities updated.
> Please refer to ITSM008425 documentation for detailed information.

> - ITSM008470
> Service Desk 4.5 on Windows Server 2003 Enterprise Edition R2 (32bits) is officially supported since service pack 19.
> Please refer to ITSM006040 for installation instruction.

> - ITSM008525
> DB Rule will not update read-only custom fields
> When custom field is only activated for certain categories, it becomes read-only when item category is not specified ones and cannot be modified on the client forms.
> Now DB Rule will also take this into account, data update action will ignore such kind of fields in case it is read-only.

> - ITSM008557
> Service Desk provides a method in class com.hp.ifc.attachments.AttachmentServer to get attachments from server by web-api.
> The method signature is changed.
> Previous:
> public abstract Attachment openAttachment(String item_type, String item_id);
> Now:
> public abstract Attachment openAttachment(String item_type,AppOID item_oid);
> An example has been provided in ITSM008557 document folder shows how an attachment can be retrieved from attachment server.

> - ITSM008572
> Service Desk 4.5 Client and Service Event on Microsoft Windows Vista Enterprise Edition (32bits) is officially supported since service pack 23.
> Note: After installing Service Desk 4.5 Client or Service Event on Vista, you MUST grant "Full Control" permission of "<SD4.5 Installation root directory>, for example, C:\Program Files\Hewlett-Packard\OpenView\service desk 4.5" to the windows user account that uses the software.
> Please refer to ITSM008572 documentation for detailed information.

> - ITSM008576
> Service Desk 4.5 on HP-UX B.11.23 PA-RISC is officially supported since service pack 19.
> Note: Integration between Service Desk & OVOU on HP-UX B.11.23 PA-RISC will not be supported until further notification.

> - ITSM008584
> Service Desk has offered the solution for expanding out of screen issue on field selection pop-up menus, which is mainly caused by the creation and activation of a large number of custom fields in Service Desk.
> Now user can change Menu Style for field selection popup menu.

> Please refer to ITSM008584 documentation for detailed information.

> - ITSM008585
> Since Service Desk SP18, Service Desk allows user to create additional custom fields, but it is not possible to create a code field which refers to an entirely new code type. Custom Codes feature comes as an add-on feature to 'Unlimited Custom Fields' feature and aims at resolving this issue. With this feature, user can introduce new code type and make it being referred by a custom field. This new code type is called Custom Code. This document describes how to manage Custom Codes, what you need to take into account when managing Custom Codes and how to use a Custom Code.

> Please refer to ITSM008585 documentation for detailed information.

> - ITSM008586
> When a mail server does not require clients to authenticate themselves, it becomes vulnerable to misuse. For this reason, many mail servers require authentication nowadays. The SMTP authentication for outbound mail feature makes it possible for Service Desk to provide authentication information to an external mail server that Service Desk uses to send mail.
> This enhancement is sometimes also referred to as ESMTP authentication. ESMTP defines a way to add extra commands to SMTP, the protocol used for sending mail. Authentication is such a command extension. However, in this document, we will simply refer to this enhancement as SMTP authentication. This is also how it is called in Service Desk itself.

> Please refer to ITSM008586 documentation for detailed information.

> - ITSM008603
> Option added to extend access control of Planned CI values within Work order
> A checkbox "Allow Update CI From Work order Without Consider Permission To CI" has been added in Application tab page of General Settings in System Panel.
> When this option is enabled (default Service Desk behavior):
> Allow user to update Planned CI values within Work order as long as the user has write access to Work order.
> When this option is disabled:
> The write access to CI will be taken into account. The Planned CI values will become READ-ONLY if the user has no privilege.

> - ITSM008604
> String 64k field can be used in search condition now. User can select the String 64k field in advanced tab page of filter definition.
> It is only supported when Service Desk is running on SQL Server database or Oracle database which has converted LONG to CLOB datatype. Please also refer to ITSM008420.
> Note: "is (exactly)" operator is not supported for String 64k field because of some database restrictions.
> Important: over usage of searching String 64k field may increase the load of database and cause performance issue.

> - ITSM008605
> When creating service call with inbound email which subject is longer than 80 characters, Service Desk will automatically shorten the text by cutting off exceeding part of subject and put it to Service Call description.

> - ITSM008652
> sd_import has more error codes according to different error conditions.
> After executing sd_import, the program will return different exit codes to show various results. Before SP21, it always returns 0 in despite of success or failure.
> Now the exit code is defined according to the existing definition in sd_import log file.
> Exit code 0 = import finished successfully
> Exit code 1 = reserved for internal access error
> Exit code 2 = parse arguments error
> Exit code 3 = login error (e.g. wrong username or password)
> Exit code 4 = cannot connect to server (e.g. wrong server name, wrong port number, server down)
> Exit code 5 = client's version does not correspond with server's
> Exit code 6 = import finished with errors
> Exit code 7 = import finished with warnings
> If customer needs more detailed information about sd_import execution result, please refer to sd_import log file.

> - ITSM008667
> Inbound email function in service desk now can support Non-recognition of Non-ASCII Service Call ID.
> An option "Exclude Recognition Of Non-ASCII ID" is added in the inbound email setting page to enable or disable the function of recognizing Non-ASCII Service Call ID.

> - ITSM008684
> A tool (ViewAuditRules.exe) is provided for reporting audit rules into a single file. The executable and command file can be found in folder doc\itsm008684 where this SDSK was unpacked.
> Meanwhile a cmd-file (ViewAuditRules.cmd) is offered with following text and customer must alter it to reflect his own client path:

> @echo off
> SET CLASSPATH=.;<path Service Desk 4.5\client>\lib\hotfix.jar;<path Service Desk 4.5\client>\lib\servicepack.jar;<path Service Desk 4.5\client>\lib\common.jar;<path Service Desk 4.5\client>\lib\sdcommon.jar;<path Service Desk 4.5\client>\lib\JClark.zip;<path Service Desk 4.5\client>\lib\ui.jar;<path Service Desk 4.5\client>\lib\sdui.jar;<path Service Desk 4.5\client>\lib\support.jar
> ViewAuditRules /settings=<path Service Desk 4.5\client>\user_settings.xml [-listall]

> If the parameter -listall is added, all audited/unaudited fields will be listed. Otherwise, only the audited fields will be listed. Put cmd and executable file in a directory and double click on the cmd file. A dos window will be opened and after a short time be closed again. A reporting file named AuditRuleLog plus a timestamp (which format is YYYYMDHHMiSS).txt could be found under the folder where the command is called. In that file, the audit rules are list by items of Service Desk. If an attribute is audited, it will be logged like "attribute=true". Otherwise, it will be logged like "attribute=false". For those attributes referring multiple records, e.g. workorders of Service call, an asterisk will be added beside the attribute like "attribute(*)=false". If some errors occurred during reporting, message "<ViewAuditRules> Error While viewing Audit Rules the following error occurred:" will be found in the logclient.txt file.
> Remark: Though this tool is provided with a Service Pack there will be no support based on enhanced requests.

> - ITSM008685
> Allow incoming mail to create calls when sd-address is not in 'to:'-field.
> Now address of inbound email in CC and BCC field could also be realized by Service Desk.

> - ITSM008696
> Option added to let customer decide if the assignment will be accepted automatically when the assigned person login and opens the form.
> A checkbox "Accept Assignment Automatically" has been added in Application tab page of General Settings in System Panel.
> When this option is enabled (default Service Desk behavior):
> Assignment status will be set to "accept" automatically when the assigned person opens this form.
> Note: With this option enabled a save action will be executed when a form is opened, which may trigger some unexpected database rules. User can choose disable the option to avoid such situation.

> - ITSM008741
> Service Desk application can now receive a notification on-screen when they open a record that is already opened by another user. This notification indicates that the record is already in use by another user. In the current optimistic locking approach that the Service Desk application adheres to, the user may still open the record for viewing or modification purposes or may decide to not open the record and wait until the record is not in use anymore.

> Please refer to ITSM008741 documentation for detailed information.

> - ITSM008795
> OVO-W integration files can be copied to other directories or disks against the original C:\OVOSD directory
> In previous Service Pack, the OVO-W integration files can only be installed in default C:\OVOSD directory and the location can not be changed. Now customer can copy these files to another directory or other net disks. Please follow below steps:
> 1. Copy files from C:\OVOSD to another directory or disk.
> 2. Set the windows Environment Variables SD_OVWHOME from C:\OVOSD to the copy destination directory
> 3. Change the OVO-W service desk policy: "Forward message to Service Desk" and "Forward message changes to Service Desk" from "C:\OVOSD" to the copy destination directory. e.g. if the integration directory is copied to F:\OVOSD, then replace C:\OVOSD with F:\OVOSD in the policies.
> Limitation: If OVO-W installation is domain type, OVO-W can NOT find the integration directory if it is copied to a machine in a different domain.

> - ITSM008826
> Now Service Desk can audit the status of attachments if user does not have view right to historyline
> The auditing on Attachment change when user does not have view right to historyline can be supported now. For more attachment auditing function, please refer to ITSM004791

> - ITSM008838
> The relations changes by Data Exchange in Service Desk can be audited now, for more relation auditing information, please refer to ITSM007777.

> - ITSM008841
> An email setting is added to indicate if domain should be exclude from username as realm when doing DIGEST-MD5 authentication.

> To make it adaptable for different email server SMTP DIGEST-MD5 authentication, an option "Exclude domain from username" in "Email" settings is added to indicate if domain should be exclude from username as realm.

> The option is enable only when the option "Do not use DIGEST-MD5 SASL mechanism" is unchecked.
> If the option is unchecked, domain name will not be excluded from Username when doing SMTP DIGEST-MD5 authentication.
> If the option is checked, domain name will be excluded from Username.
> After upgrading, this option will be checked as default.

> - ITSM008863
> Database Rules performance has been improved
> In some environment, Database Rules schedule task is processing very slowly, sometimes even the Database Rules itself is processing very slowly. It is because some subordinate operations block the task queue for unexpected reason.
> Now Database Rules Process has been improved through making some asynchronous operations, such as "Send mail" and "Send Online Message", etc. It improves the performance of Database Rules and schedule tasks.

> - ITSM008878
> Since Service Desk Service Pack 22, Service Desk allows user to set time zones dynamically. The "Flexible Time Zones" feature comes for solving issues raised in those countries such as U.S., Brazil and Australia etc. where DST period may be changed frequently. With this feature, time zones could be added, modified or removed. And server time zone can also be customized.
> Please refer to ITSM008878 documentation for detailed information.

> - ITSM0088 84
> Limitation: Because of the limitation of SQL Server 64k text type, the match case option in More Choices tab of Advanced Find window will not be effective when search by a 64k text field.

> - ITSM008927
> To avoid the process run in parallel mode which will perhaps result in corrupted outage file under huge workload, a outagelock file will be generated as a lock under /opt/OV/sd/ovo/bin when the process is running. To use this feature, please add a parameter "-lock" at the end of the command line.
> E.g. /opt/OV/sd/ovo/bin/mkoutage -ci:[ID] -lock
> Notice:
> 1. Because an unexpected interrupttion (like power off, ctrl+c, etc) could leave the outagelock file undeleted, which will lead the mkoutage process hang. Under this situation, please manually remove the outagelock file under /opt/OV/sd/ovo/bin/ directory.
> 2. The account which triggers the mkoutage script must have the permission to create file in the directory /opt/OV/sd/ovo/bin. Otherwise the shell script will fail with IOException.

> - ITSM008947
> When using the relate button on the SLA tab in a Service form, if relate a SLA that has a service associated to it yet, a warning message saying that the SLA already applies to other services will display.
> Notes:
> 1. If The 'Service' field of SLA has been set as required field, the warning message will always display.
> 2. Please don't select many SLAs to one service once, or it will bring performance isssue.

> - ITSM008956
> Microsoft Internet Explorer 7.0 as a Certified Browser for SD4.5 Service Pages and Web Console is officially supported since service pack 23.

> - ITSM008978
> It is allowed to create UI rule with "User Notification Message" action when the rule is "When a value has changed".
> Now you can save a UI rule with combination of "When a value has changed" and the action "User notification message". You can set the notification message with severity 'Information', severity 'Error' and 'Warning' are not supported in such situation.

> - ITSM008993
> Now in the General Settings of Administrator Console, one option is added to enable/disable searching 64k fields in advanced find and view filter.
> Notes:
> 1. After check/uncheck this option, searching 64k fields will not be enabled/disabled on running clients until they are restarted.
> 2. For Oracle database, this option will take effect only after String 64k fields have be converted to CLOB data type.

> - ITSM009005
> When creating a new E-mail Service call, the 'From Address' field in the form is not editable, and its value reads from the E-mail settings directly. In this sense, consistent with the behavior in E-mail Service all form, the field 'From Address' will not be able to be chosen in DB rule and Advanced Find.

> - ITSM009008
> In some client environment, the customer doesn't set any query filter for the views of "Service Today". Sometimes this will cause a performance issue. Now the default max query rows of "Service Today" is set to 10000.

> - ITSM009023
> Since Service Pack 25, the mechanism that maintains consistence among 'Approval Status', 'Result' and 'Approval Votes' in Service Pack 24 will be deprecated, and an updated mechanism has been built. See ITSM009413 for more information.

> - ITSM009036
> Now an UI rule including the action "Insert subform" can not be copied and a warning message will pop up.

> - ITSM009043
> An executable (SD45SortRules.exe) has been provided that checks the database- and UI-rules for any problems with sequences. The executable and command file can be found in the doc\itsm009043 folder where this SDSK was unpacked.
> A cmd-file (SD45SortRules.cmd) has been provided with the following text, you must alter it to reflect your own client path:
> @echo off
> SET CLASSPATH=.;<path Service Desk 4.5\client>\lib\hotfix.jar;<path Service Desk 4.5\client>\lib\servicepack.jar;<path Service Desk 4.5\client>\lib\common.jar; <path Service Desk 4.5\client>\lib\sdcommon.jar;<path Service Desk 4.5\client>\lib\JClark.zip;<path Service Desk 4.5\client>\lib\ui.jar;<path Service Desk 4.5\client>\lib\sdui.jar
> SD45SortRules /listonly /settings=<path Service Desk 4.5\client>\user_settings.xml
> The option '/listonly' is used to list all rules but not make any changes to them.
> The default account in user_settings.xml MUST have the System Administrator role.
> Put the cmd and the executable file in a directory and double click on the cmd file. A dos window will be opened and after a while be closed again. Check new files SortUIRules.txt and SortDBRules.txt for the result. If there are duplicated SortOrders then remove the '/listonly' option and run the cmd file again.

> - ITSM009045
> HistoryLines could be searched by typing the search field manually, but it will affect performance seriously. Now in the General Settings of Administrator Console, one option is added to enable or disable to search history fields in advanced find.
> Note: After check/uncheck this option, searching historyline will not be enabled/disabled on running clients until they are restarted.

> - ITSM009047
> Service Desk 4.5 on HP-UX B.11.23 update2 Itanium is officially supported since service pack 25.
> NOTE:
> 1. Please manually copy <installation package>\doc\support license\ia64-HP-UX-B.11.23\libJOvKey3License.so to /opt/OV/sd/server/lib
> 2. Change access permissions: chmod 744 /opt/OV/sd/server/lib/libJOvKey3License.so

> - ITSM009118
> Limitation: Email command does not support code's value fully composed of numeric characters.

> - ITSM009360
> From SP25, Service Desk starts to support Java Runtime Environment(JRE) 5.0 and Java Development Kit(JDK) 5.0.
> Service Desk 4.5 will only support JRE/JDK 5.0 starting with Service Pack 26. With this Service Pack version JRE/JDK 1.4.2 will no longer be supported. JRE/JDK 1.4.2 will still be supported for earlier Service Pack versions.
> Service Desk 4.5 SP 25 has been tested with JRE/JDK 5.0 update14 (JRE/JDK1.5.0_14), it is recommended to use this java version. For HP-UX, it is recommend to use JRE/JDK 5.0.11.

> - ITSM009366
> From SP26, SD4.5 can handle inbound emails with attachment sent via Exchange 2007.
> Notes: Sometimes existing attachments on an email are attached as a Winmail.dat file. This is caused by using the special MS format: ms-tnef, which is not the standard MIME mail format. It is suggested to use the Plain Text or HTML format instead of ms-tnef format.

> - ITSM009413
> Since Service Pack 25, on Approval tab, 'Approval Status', 'Result' and 'Approval Votes' would be consistent according to following mechanism:
> Suppose A=#Approvers Required, B=Total number of Approval Voters, C=Number of Approved Votes, D=Number of Rejected Votes.
> - When 'Approval Status' is 'Active',
> once C>=A, 'Approval Status' is auto-set to 'Ready', and 'Result' is auto-set to 'Approved'.
> once D>B-A, 'Approval Status' is auto-set to 'Ready', and 'Result' is auto-set to 'Rejected'.
> otherwise, 'Result' is 'Incomplete'. 'Approval Status' could be set from 'Active' to 'Ready' in order to close the Approval task.
> - When 'Approval Status' is 'Ready',
> once C>=A, 'Result' is auto-set to 'Approved'.
> otherwise, 'Result' is 'Rejected'.
> If 'Approval Status' has been set to 'Ready', it could not be reset again to 'Active'.

> - ITSM009415
> From SP27, two files: sd_getworkorderci.bat and sdgetworkorderci.jar, which are parts of SD adapters for OVCM, are available in Service Pack and located in doc\itsm009415. The two files are no longer released in SD adapters for OVCM.

> - ITSM009418
> Notes: When using "update data from external system" in DB Rule, the data from external system must be encoded in 'UTF8' to avoid characters corrupted.

> - ITSM009453
> Service Desk 4.5 license library on HP-UX B.11.23 update2 Itanium is updated.
> Notes:
> 1. Please manually copy \doc\support license\ia64-HP-UX-B.11.23\libJOvKey3License.so to /opt/OV/sd/server/lib to overwrite old one.
> 2. Change access permissions: chmod 744 /opt/OV/sd/server/lib/libJOvKey3License.so

> - ITSM009454
> For UI rule, "Insert subform" action is only available when all operators of its conditions are “Is Anything”.
> Notes: For those existing UI rules that are not using the correct condition operators, the "Insert subform" action will NOT be executed any more.

> - ITSM009458
> Now the performance is as fast as previous client when there are no groups in table view of Client 2008. The table view performance with groups is still slower than previous client.

> - ITSM009474
> Notes: Sometimes mail message character set conflict might occur (i.e. the attachment contains some text having a character set other than that in mail body). To retain all the character set information, the message will have to be sent as an Unicode message. This can be done by setting the character set to UTF-8 in outbound mail settings under Administrator Console > System Panel > E-mail.

> - ITSM009556
> Now in the "Other" tab of Options dialog, a new option “Balloon style” is added to switch Quick View style in Client 2008.

> - ITSM009573
> Notes: Service Desk 4.5 MS JVM Client still has the issue when Form Cache is disabled.

> - ITSM009586
> Since Service Pack 28, CI Periodic Outage Start time, End time and SLA Metrics Recurrence take into account daylight saving time.

> - ITSM009588
> Spelling Check function works correctly on those Windows 2003 and Windows 2000 platforms in Client 2008 after installing Visual C++ Redistributable Package which can be found under doc\itsm009588.

> - ITSM009667
> Three rule tools are integrated to Administrator Console of Client 2008. In both UI Rules and Database Rules view, a popup menu is added to report rules (ITSM007071) and sort rules (ITSM009043). In Audit rules view, a popup menu is added to report audit rules (ITSM008684).

> - ITSM009675
> Since Service Pack 28, SLA Metrics Reports will change behaviors of calculating report results as follows:
> 1. If the whole period from Unavailable Start (Registration Created/Actual Start) to Unavailable End (Actual Finish) of a call (Service call or Incident) falls out of the Service Hours, then the call will not be taken into account to calculate "Calls with outage" in the SLA Metrics Report. In other words, "Calls with outage" counts only those calls that affect availability of related service taking into account support hours.
> 2. If both "Availability" and "Calls with outage" are calculated as 0, "Availability" and "MTBF" will be shown as -1, and "Availability Violation" and "MTBF Violation" will be shown as false.

> - ITSM009703
> The Administrator Console View of Client 2008 has a new text field for filtering the items whose names match the filter text. The filter text supports wildcard character '*' and '?'.

> - ITSM009779
> From SP30, Service Desk starts to support Java Runtime Environment(JRE) 6.0 and Java Development Kit(JDK) 6.0.
> Service Desk 4.5 will only support JRE/JDK 6.0 starting with Service Pack 31. With this Service Pack version JRE/JDK 5.0 will no longer be supported. JRE/JDK 5.0 will still be supported for earlier Service Pack versions.
> Service Desk 4.5 SP 30 has been tested with JRE/JDK 6.0 update13 (JRE/JDK1.6.0_13), it is recommended to use this java version. For HP-UX, it is recommend to use JRE/JDK 6.0.03.

> - ITSM009780
> Service Desk 4.5 on HP-UX B.11.31 Itanium is officially supported since service pack 31.
> Notes:
> 1. Please manually copy <installation package>\doc\support license\ia64-HP-UX-B.11.23\libJOvKey3License.so to /opt/OV/sd/server/lib
> 2. Change access permissions: chmod 744 /opt/OV/sd/server/lib/libJOvKey3License.so

> - ITSM009801
> Notes: When any right view on Explorer View is resized or any leaf view is added to Explorer View, the height of the view must not be smaller than one row's. For example, at the resolution of 1280x800, do NOT add more than 8 leaf views to Explorer View.
> The issue does not exist in Client 2008.

> - ITSM009803
> From SP31, Client 2008 starts to support Java Runtime Environment (JRE) 6.0 and Java Development Kit (JDK) 6.0.
> Client 2008 will only support JRE/JDK 6.0 starting with Service Pack 32. With this Service Pack version JRE/JDK 5.0 will no longer be supported. JRE/JDK 5.0 will still be supported for earlier Service Pack versions.
> Client 2008 SP 31 has been tested with JRE/JDK 6.0 update13 (JRE/JDK1.6.0_13), it is recommended to use this java version.
> To switch to JRE/JDK 6.0, please follow these steps:
> 1. Modify the INI files (servicedesk.ini, updatetool.ini and clientsettings.ini) in <Client2008 Home> directory, and insert the following 2 lines at the beginning of each INI file
> -vm
> <path to JRE/JDK6>\bin\javaw
> 2. Modify all the BAT files excluding 3 files (addentry.bat, sd_exchange.bat and sdnm.bat) in <Client2008 Home>\bin directory, and change "jre/bin/java" in the last line to "<path to JRE/JDK6>\bin\java".
> Please refer to the samples under doc\itsm009803.

> - ITSM009815
> Since Service Pack 32, a new association "Attributes per category" check box is added to ACES view dialog when category item is selected. The checkbox is unchecked by default.
> Notes: If both category item and custom field need to be exported by ACES, please keep the checkbox unchecked when exporting category item.

> - ITSM009816
> Notes: Please delete all ACES views containing "Generic Relation Type" or "Generic Relation Group Type" item manually.

> - ITSM009820
> A tool which includes one jar and one bat files in doc\itsm009820 has been provided to find out all impacted items and fix this issue. There are two sub folders, <client> for legacy client and <Client2008> for client 2008.
> -For legacy client,
> Put the bat file into the directory <path Service Desk 4.5\client>\bin, put the jar file into the directory <path Service Desk 4.5\client>\lib;
> -For Client 2008,
> Put the bat file into the directory <path Service Desk 4.5\client 2008>, put the jar file into the directory <path Service Desk 4.5\client 2008>\plugins;
> Execute the bat file, and check the file CFFKCheck.log in the same folder for detailed information.

> - ITSM009821
> Integration of OVOU 8.3 on HP-UX Itanium and Service Desk 4.5 is officially supported since Service Desk 4.5 service pack 33.

> - ITSM009826
> Oracle 11G (11.1) is officially supported as underlying database since Service Desk 4.5 service pack 34.
> Important: For support Oracle 11G (11.1), JDBC Driver should be upgraded manually:
> 1.Remove \lib\classes12.zip or \lib\ojdbc14.jar
> 2.Copy \doc\itsm009826\ojdbc16.jar to \lib directory.
> Make sure JRE/JDK has been upgraded to JRE/JDK 6.0.

For further information on known errors and limitations, and their workarounds, please refer to the Release Notes, available on the hp OpenView manuals website and the "known errors and limitations" section in the readme file on the Service Desk 4.5 CD-ROM.

## INSTALLATION INSTRUCTIONS

The installation instruction can be found in the service pack installation manual.

## DOCUMENTATION

This service pack does not include the original and updated documentation. Instead, these documents can be found on the hp OpenView manuals website.
To list the documents you have to select the product "Service Desk" and the version "4.5".
For information about the documentation supplied with Service Desk 4.5, please refer to the readme.htm file on the Service Desk 4.5 CD-ROM.

The following updates and additions to the Service Desk 4.5 documentation set are supplied in the \\doc folder of this service pack or can be found
on the hp OpenView manuals website.

TITLE | FILE NAME | LAST UPDATE
This readme file | \\doc\readme.htm | This Service Pack
Resolved defects list | \\doc\defects.htm | This Service Pack
Service pack installation manual | \\doc\install\install.htm | Service Pack 3
Data Dictionary | \\doc\Data Dictionary\html\Data_Dictionary_Items.html \\doc\Data Dictionary\html\Data_Dictionary_Tables.html \\doc\Data Dictionary\xml\Data_Dictionary_Items.xml \\doc\Data Dictionary\xml\Data_Dictionary_Tables.xml | This Service Pack
WEB API Javadoc(*) | \\doc\Web API javadoc\Web API Javadoc.zip | This Service Pack
Oracle database sizing | \\doc\Database Sizing\SD Oracle8 sizing.xls | Service Pack 1
SQL-Server database sizing | \\doc\Database Sizing\SD SQL Server sizing.xls | Service Pack 1
Differences in Reporting Views | \\doc\Reporting Views\diff_sd40_sd45sp2.txt | Service Pack 2
Addendum to the Administrator's Guide (**) | sd45_ag_eng_addendum.pdf | Service Pack 1
OVO integration administrators guide (**) | sd45_iag_eng.pdf | Service Pack 2
Addendum to the User’s Guide and Administrator’s Guide for Service Desk 4.5 Service Pack 7 | sd45_sp7_addendum_eng.pdf | Service Pack 7
Addendum to the User’s Guide and Administrator’s Guide for Service Desk 4.5 Service Pack 8 | sd45_sp8_addendum_eng.pdf | Service Pack 8
Second edition of the addendum User’s Guide and Administrator’s Guide for Service Desk 4.5 Service Pack 8 | sd45_sp8_addendum_eng.pdf | Service Pack 9
Addendum to User’s Guide and Administrator’s Guide for Service Desk 4.5 Service Pack 20 | sd45_sp20_addendum_en.pdf | Service Pack 20
XML Files with new localizable objects | \\doc\localization | Service Pack 11
Known issues with Integration with OpenView Operations For Windows© and UNIX© | \doc\OVO Integrations\known_issues.htm | Service Pack 3
Supported Platforms List |  | Can be found in this document.
Service Desk 4.5 Client 2008 Installation Guide | SD45_Client_2008_Install_Guide_en.pdf |
Service Desk 4.5 Client 2008 Difference Guide | SD45_Client_2008_Difference_Guide_en.pdf |
Service Desk 4.5 Client 2008 Supported Platforms List | SD45_Client_2008_Supported_Platforms_List_en.pdf |

(*) Technical reference documents
(**) Available on the hp OpenView manuals website.

For more information about the Service Desk documentation, please refer to the Release Notes, available on the HP OpenView Service Desk CD under the file name \\Doc\Release_Notes.pdf.

## TECHNICAL SUPPORT

For information on how to get technical support for HP OpenView Service Desk, go to the hp OpenView support web site at http://support.openview.hp.com. This Web site gives information about support offerings and provides access to interactive technical support tools, such as a knowledge base and problem reporting tools. You can also access this Web site by choosing the eCare Support option in Service Desk's Help menu.

When you submit a support call, you may be asked to generate and supply a ZIP file containing information about your Service Desk environment that will help support engineers in diagnosing your problem. We recommend that you generate this support information ZIP file before you submit a support call and that you attach the file when submitting a support call via the hp OpenView support web site or by e-mail. For more information about how to generate the support information ZIP file, please refer to the chapter Support Tools (15) of the Service Desk Administrator’s Guide.

To receive information about the latest changes, announcements, and beta test programs, you can subscribe to the HP OpenView Service Desk newsletter.
To subscribe to the newsletter, send an e-mail message to servicedesk_news@hp.com. In the subject line of the subscription e-mail message, type (in capitals): SUBSCRIBE
You can cancel your subscription at any time, by sending an e-mail message to servicedesk_news@hp.com. In the subject line of the cancellation e-mail message, type (in capitals): UNSUBSCRIBE

## VIRUS SCANNING

This service pack has been scanned for viruses with Symantec AntiVirus version 9.00.338. using the latest Virus Definition File available during the build process.

## ACKNOWLEDGMENT