The information in this Readme pertains to the ZENworks Service Desk 24.3:
ZENworks Service Desk 24.3 contains incremental improvements to ZENworks Service Desk 24.2 based on customer feedback received and other important enhancements.
Following is the list of enhancements that are introduced in ZENworks Service Desk 24.3:
UI Modernization - Vendors
The Vendors page is enhanced with a modern look and feel, along with improved functionality.
Enhanced Request Summary
In the Request Summary page, the General pane is frozen, so the Save button is visible while editing the General section.
Ease of Request Creation
Create Quick Requests by using one or more items from the Items list and Item Information pages.
Create Requests by using one or more customers from the Customer list and Customer Information pages.
Request Actions
In the Customer Portal, the request actions are enhanced for easy access in both list and expanded views.
Ondemand SLA Recalculation
Edit SLAs and recalculate the SLA of all the related requests on demand by using Apply and Recalculate SLA.
Enhanced Request Reopen
Configure the Re-open Within Days Customer Privilege by specifying the number of days within which the requests can be reopened by the customer.
Enhanced Handling of Downgraded Technician
When the technician role is removed from a user, then the user will be removed from the respective teams and reassigned to another technician.
Introduction of the CC field
While creating a Request in the Technician portal, the CC field is included to add optional recipients to a request.
Other Enhancements
Renamed the Resolve action to Close while closing a request from the Customer portal.
Renamed the State to Status in the ZENworks Import page.
In the Request Note, Request Attachment, and Request Description pop-up, basic information such as Request Number, Item Number, Request description, Technician, and Customer details are displayed.
For more information on platform support matrix, see Platform Support Matrix.
ZENworks Service Desk 24.3 does not support fresh appliance deployment. However, you can use ZENworks 24.1 to deploy fresh ZENworks Service Desk appliance.
For more information, see ZENworks Service Desk 24.1 Appliance Deployment section in the Service Desk Appliance Deployment and Administration Reference.
After deploying, you can migrate to ZENworks Service Desk 24.3. For more information, see the Migrating the Appliance section in the Service Desk Appliance Deployment and Administration Reference.
To migrate to the ZENworks Service Desk 24.3, see the Migrating the Appliance section in the Service Desk Appliance Deployment and Administration Reference.
This section displays the list of known issues in the ZENworks Service Desk 24.3:
Azure AD user source details might not be imported from ZENworks
If ZENworks Import is configured from the Getting Started page, the Azure AD user source details might not be imported into ZENworks Service Desk.
Workaround: Manually create the user source.
Unable to save AAF Source Configuration
An error message might be displayed while saving AAF source configuration details.
Workaround: Go to another tab from the main menu, go back to AAF Source Configuration, and then configure.
Requests page is not loading in the user portal for Manager imported from LDAP or Directory Server
In the User Portal, the Request page is not loading for managers imported from an LDAP user source or Directory Server. This might apply to managers to whom the request process is not yet assigned.
Workaround: Assign any one of the request processes to the manager.
Login with ZENworks might not work
When you login to ZENworks Service Desk, Login with ZENworks might not work.
Workaround:
Ensure that you log into ZENworks first, and then try to Login with ZENworks.
OR
Upgrade ZENworks to the latest release (ZENworks 23.4 or later).
Remember Login might not work for LDAP users
Workaround: None
In Android devices, unable to select date and time in the Dynamic Form
In Android devices, when you open the portal in the Chrome browser, you will not be able to select the date field in the Dynamic Forms.
Workaround: Open the portal in the Firefox browser.
On mobile devices, you will not be able to resize the column width
In the Request list and Knowledge Base list pages, you will not be able to resize the column width in the mobile devices.
Workaround: None
Unable to paste images in the Rich Text Editor
While adding a content in rich text editor box, unable to paste an image that is available in the system.
Workaround: Perform any one of the following:
Try with supported version of Mozilla Firefox.
Open the image in any image editor and copy the content, and then paste the image to the rich text editor.
If ZENworks is configured with the Microsoft SQL Server Database, AMIE and ZENworks AMIE import might fail
AMIE and ZENworks AMIE import fails when ZENworks is configured with the MS SQL Server and the database name has the special character, hyphen '-'.
Workaround: None.
Attachment previews might not be displayed as expected
While previewing an attachment in a request, the attachment preview might not be available or the preview might not be displayed properly.
Workaround: None
When an incident is linked to a new request, status might not change
When you link an incident request to a new request such as Incident or Problem, the current status field might not change to “On Hold - Process Escalated”.
Workaround: None.
On some devices, the barcode scanner might not work
On some devices, while scanning the barcode, the camera might not open or the scan might give invalid or no results.
Workaround: None (Manually specify the details)
Unable to scroll horizontally in the Request, AMIE Snapshots and KBA list pages
If the Request, AMIE snapshots or KBA page has more number of entries and columns, then you will not be able to scroll the page horizontally.
Workaround: Perform any one of the following:
Using left or right arrow key
Shift + mouse scroll up/down
(if supported) Use any alternate horizontal mechanism, such as Using touchpad or Mouse wheel
Scroll until the end of the list, and then use the horizontal scroll.
Remove unwanted columns from the list.
Unable to download ZCC Helper while remote controlling a device
While remote controlling ZENworks devices from ZENworks Service Desk, the ZCC helper might not be downloaded.
Workaround: Contact ZENworks Administrator to get the latest version of ZCC Helper.
This Readme includes information specific to the ZENworks Service Desk 24.3 release. For all other ZENworks Service Desk documentation, see the ZENworks Service Desk 24.3 documentation website.
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