Thought I might start a list of issues people are noticing with 5.4. We jumped in with both feet over the weekend, I'm sure a lot of people are probably not upgrading so quickly. So far here's what I've found:

  • All custom fields were deleted in our service desk queue (only had one queue, so don't know how it affects multiple queue installs)
  • Custom field modification page is broken in Chrome (latest stable version on Windows, this *might* be what deleted all my custom fields)
  • Now when you have a single select, if you leave "default" blank, the first option in your list of choices is now selected by default. Previously, you would have had a blank selection. This means that if you have a single select that is mandatory, if the user skips it, they can save without changing the selection.
  • On UserVoice and in the release notes, it was said that improvements were coming to the custom fields in Service Desk, such as being able to select an asset type. I can select an Asset Type for a field when creating a new custom field in assets, but not in service desk ticket custom fields.
Sure I'll find more, but this is what I've come across on first blush.
 
Additional items:
  • All of my custom service desk rules had to be rewritten
  • There does not appear to be a way to have a custom service desk rule that applies to unassigned tickets. Owner username is null does not return unassigned tickets. Same with Owner Full Name is not null.
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mixduptransistor - Please open a ticket with KACE support so we can track issues.

Answered 11/12/2012 by: jknox
Red Belt

  • I will, and I encourage everyone to do so. I think a public list of these (and any workarounds people might find) would be helpful too. I thought I had this open as a blog post not a Q&A, though.
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  • Thanks for the heads up! That's surprising that the custom fields got wiped - I have mine documented pretty thoroughly, but will be sure to double-check everything before moving to 5.4.

    John
    • I want to be clear that this happened to me, but may not happen to everyone. Just keep an eye out. I have a ticket open with KACE support and will report back with any results
  • I have a similar issue with changes in our service desk queue. It was ignoring some of the settings for our queue and using the settings for "All Queues". I found that if I went into "View by:" in the ticket list I was able to switch the queue to our default queue and then most of our ticket settings came back. However, I have to do this every time I login even though I've set it as the default queue. Also, I have the same problem with not being able to use a blank default value for custom fields.
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1

My issue is probably related to my specific install.  I downloaded the bin file for the Kbox and when I went to install, I received the message below.  I can see the file saying that the database file is too big to proceed, but I don't know what to do about it.  If anyone here has ideas, I'd appreciate it. I've sent a request for a help to Kace support as well. My Kbox is still operational on version 5.3.53053.

Roger

 

[Mon Nov 12 12:52:43 CST 2012] [notice] - kbox_dbdata.gz is too large (261006828)

[Mon Nov 12 12:52:43 CST 2012] [notice] the K1000 will remain fully functional at the current version.

[Mon Nov 12 12:52:43 CST 2012] [notice] the issue so that an upgrade can be completed. In the meantime

[Mon Nov 12 12:52:43 CST 2012] [notice] (http://www.kace.com/support/customer/tech-support) to remedy

[Mon Nov 12 12:52:43 CST 2012] [notice] The upgrade was stopped. Please contact technical support

[Mon Nov 12 12:52:43 CST 2012] [notice] A condition was detected that is not optimal for an upgrade.

[Mon Nov 12 13:14:13 CST 2012] [notice] - kbox_dbdata.gz is too large (261006828)

[Mon Nov 12 13:14:13 CST 2012] [notice] the K1000 will remain fully functional at the current version.

[Mon Nov 12 13:14:13 CST 2012] [notice] the issue so that an upgrade can be completed. In the meantime

[Mon Nov 12 13:14:13 CST 2012] [notice] (http://www.kace.com/support/customer/tech-support) to remedy

[Mon Nov 12 13:14:13 CST 2012] [notice] The upgrade was stopped. Please contact technical support

[Mon Nov 12 13:14:13 CST 2012] [notice] A condition was detected that is not optimal for an upgrade.

Answered 11/12/2012 by: rogerahlers
Senior Yellow Belt

  • There is a size report that support will give you to show what is taking up space. There is also a database patch that could fix it. (might not, different issues.)

    You can also try deleting the agent logs on each organization (if there are more than one):

    Settings>General Settings>Data Retention

    Set it to None, then save. You can then make the change to whatever setting you wish.

    There are also some post upgrade concerns listed on the upgrade instructions: http://www.kace.com/support/resources/kb/article/Steps-to-download-and-upgrade-Dell-Kace-K1000-Appliance-Software-to-version-5-4
  • I am currently running the RC release and in order to upgrade I needed to reduce the size of my DB before the upgrade could happen (I was told there was a bunch of old DB entries), we were able to create a tether and support was able to resolve the issue quickly so I'm sure support will be able to help you.
  • Where are you getting the upgrade from? My K1000 says no updates are available and I don't see the BIN file on the download page.
  • Roger, have you got any help about this. If so, please share the solution.
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1

In Asset... when I view a computer asset, everything looks fine... when I edit it, several of the fields have "Unassigned" as the selected choice.

Answered 02/19/2013 by: joeostrander
Third Degree Blue Belt

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1

I noticed today that some Custom Inventory rules (for custom software) that used to work were failing.  

1) If the rule had a carriage return at the end of it, it would fail

2) If I had more than 3 rules joined by AND, it would fail

Removing the CR fixed #1 and dropping from 4 rules to 3 fixed #2

Answered 02/19/2013 by: joeostrander
Third Degree Blue Belt

  • ...I had the same issue with carriage returns. Took a little time of head scratching to figure out why they weren't working...
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1

I think KACE may have removed them as I don't see it on the download page as well.

 

Answered 11/13/2012 by: nshah
Red Belt

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Answered 12/12/2012 by: KACE_Mary
Red Belt

  • This page is no longer valid: "Contains sensitive information This content has been removed.". I'm having upgrade issues due to large db.. .but I can't find the solution.
  • Joe,
    Please try this link as this has information that is not sensitive:

    http://www.itninja.com/blog/view/k1000-5-4-best-upgrade-practices

    If this does not resolve the issue you will have to contact KACE Technical Support for further assistance.
    • Sadly I've tried the best practices with no luck. I'll contact support, Thanks!
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  • I'm having issues with our Service Desk since upgrading to K1000 5.4, although it only seems to occur with Google Chrome (confirmed with version 23.0.1271.64).

    It seems when a ticket is edited (adding a comment, changing status, etc).... values for the fields "Submitter", "Machine" and "Owner" are reset to "Unassigned".

    At first I was worried my upgrade was bugged, but it doesn't happen in Internet Explorer - so I'm guessing it's just an incompatibility with Google Chrome.
  • To temporarily fix the select list defaulting to first choice,

    If it is set to always required then you can add the following to the default value field

    query: select ''
  • Please see this link if you are expiriencing a large database failure during upgrade
    http://www.itninja.com/blog/view/kace-k1000-5-4-upgrade-fails-due-to-large-ibdata-file
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1

For those of you that have noticed scheduled reports sent in a zip format and want it back to normal format please see this blog:

http://www.itninja.com/blog/view/kace-i-ve-upgraded-my-k1000-to-sever-version-5-4-and-now-my-scheduled-e-mail-reports-arrive-in-zip-format

KACE_Mary

Answered 12/25/2012 by: KACE_Mary
Red Belt

  • For Known issues with 5.4 go to this KACE link:

    http://www.kace.com/support/resources/kb/article/Steps-to-download-and-upgrade-Dell-Kace-K1000-Appliance-Software-to-version-5-4
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1

Has anyone else noticed slow load times when starting a new ticket or opening an existing ticket?

We have been seeing load times of 5 to 15 seconds.  The page starts loading quickly then pauses for a few seconds.  Then it loads a chuck of the fields.  Then it pauses again.  Then it finish loading the rest.  The pause does seems to be around our custom fields.  

We have 8 custom fields.

* 1 Single Select with a query to assets (42 Choices)

* 3 Single Selects with 4 of less static choices

* 4 Text Boxes

(We have submitted a ticket but any thought would be great)

Answered 12/26/2012 by: cjtwisters
White Belt

  • I just upgrade yesterday evening and I am seeing the same behavior on the ticket screen.
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1

Slow speeds associated with IE8. Firefox loads fine.

Also noticed that filtered selections within custom fields are not selecting appropriately. If I select unfiltered entries these work fine. If I change these fields to allow multiple selections they work fine.

Steps to replicate:- choose selection from filtered list and save record. Upon entering record again it displays unassigned (even though if I change the field to multple entry it displays the correctly selected record).

Seems to be a display issue whereby the unassigned selection displays within the page even though the record is still pointing to the correct database entry.

Answered 01/07/2013 by: testextwork
Senior Yellow Belt

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1

I know this is a bit dated, but DUE DATE OFFSET does not stay set when creating the template process tickets.  You can modify this using sql, an insert into statement through ticket rules, modifying hd_SERVICE_TICKET directly and setting the due date offset, but other than that it doesn't stick.

 

KACE service ticket has been submitted, but seems silly to have the duedate offset feature and nothing writes into the database when you click it.

Answered 05/20/2013 by: Wildwolfay
Red Belt

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