Novell Service Desk 6.5.4

February 03, 2012

1.0 Overview

The information in this Readme pertains to Novell Service Desk 6.5.4, a product that provides a complete service management solution.

For instructions on downloading and installing Novell Service Desk 6.5.4, see “Installing the Service Desk” in the Novell Service Desk 6.5.4 Installation Guide.

For instructions on upgrading to Novell Service Desk 6.5.4, see the Novell Service Desk 6.5.4 Installation Guide.

For all other Novell Service Desk documentation, see the Novell Service Desk 6.5.4 documentation Web site .

You can choose to import data from a ZENworks 10.x or ZENworks 11 database into Novell Service Desk. For more information see “CMDB Import” in the Administrator Guide

2.0 Changes from the Previous Version

The following changes have been made:

2.1 Bundle Management

Novell Service Desk 6.5.4 allows Novell Service Desk users to use the ZENworks Control Center Bundle Management capability to efficiently and quickly resolve the incidents raised for a device.

2.2 Remote Management

Novell Service Desk 6.5.4 allows you to remotely manage a device on the Service Desk Web console by using the ZENworks Control Center Remote Management capability.

3.0 Known Issues

3.1 Service Desk Web Services crashes on a device

If the Novell Service Desk 6.5.4 server is running on a device for a considerable period of time, the Service Desk Web Service might crash on the device. This might happen when the memory allocated for Java is not sufficient.

Workaround: Perform the following steps to increment the memory allocation for Java:

On a Windows device

  1. Open the catalina.bat file in a editor.

  2. Change -Xmx512M to -Xmx1024M or higher.

  3. Restart the Service Desk Web Service.

On a Linux Device

  1. Open the catalina.sh file in an editor.

  2. Change -Xmx512M to -Xmx1024M or higher.

  3. Restart the Service Desk Web Service.

3.2 Initial configuration of Novell Service Desk 6.5.4 by using the Sybase Anywhere 12 database fails

There is an issue with the Sybase Anywhere 12 database due to which Novell Service Desk is unable to proceed with the configuration.

Workaround: You can use the prior versions of Sybase Anywhere database for Novell Service Desk configuration.

3.3 Unable to capture AMIE snapshots when ZCM 10.3.x servers are installed and configured on a Linux device

When ZENworks Configuration Management 10.3.x servers are installed on Linux devices, the inventory details of the servers are not captured and populated in the database. When you try to capture AMIE snapshots, the server details are not available.

Workaround: None.