Layton ServiceDesk - System Requirements

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Overview

Layton ServiceDesk is a 100% Web-based application and has been designed to be:

  • Installed on a Windows-based operating system
  • Used on either 32- or 64-bit Windows Server
  • Accessed by any device running Internet Explorer, Firefox, Chrome or Safari
  • Compatible with Exchange Server 2003, 2008 & 2010. SMTP, POP3, IMAP.

The system requires a database server on Microsoft SQL Server 2008 or later. The system is compatible with SQL Server Express editions to ensure that it is as cost efficient for small users as it is for larger ones. Small users will be able to implement the system without having to bear the additional costs of a full SQL Server implementation. Larger users or Companies with SQL Server already installed will be able to implement the system on their SQL server and benefit from the performance and scalability advantages that this brings.

SQL Server Express is essentially a scaled down version of the full SQL Server. For most users SQL Server Express should be sufficient to run Layton ServiceDesk.

The Full SQL version is generally intended for larger companies or those that expect a large amount of records that may accumulate as the application is used. You can easily upgrade to Full SQL Server later if required without any loss of data.

Servers

The application requires at least an application and a SQL Server. These can be on the same or different servers.

Layton ServiceDesk Application Server

Hardware Requirements

Requirement Description
Minimum processor Intel Xeon. For testing and trial purposes, the application can be installed on an Intel Core i3 or higher. This is not a recommended live server configuration.
Minimum RAM 2GB
Hard drive space 50-75 MB for the program installation. Allow at least 500 MB for growth in the folder structure. This is for attachments and other files related to the application.

Software Requirements

Requirement Description
Operating System Windows 32- and 64-bit Windows 2008, 2012 or 2016 operating systems
System Components Microsoft .NET Framework 3.5
Microsoft .NET Framework 4.5 (minimum)

Windows Features

Enable the following nodes in Server Settings/Windows Features, and all child nodes:

Node Notes
.NET Framework 3.5 (includes .NET 2.0 and 3.0) All sub-nodes
.NET Framework 4.5 Advanced Services All sub-nodes
Internet Information Services > Management Tools Includes all IIS 6 Management Compatibility
Web Server (IIS) All sub-nodes

Internet Information Services (IIS) Manager Configuration

Configure SERVERNAME > ISAPI and CGI Restrictions as follows:

Description Restriction Path
Active Server Pages Allowed C:\WINDOWS\system32\inetsrv\asp.dll
ASP.NET v2.0.50727 Allowed C:\WINDOWS\Microsoft.NET\Framework64\v2.0.50727\aspnet_isapi.dll
ASP.NET v2.0.50727 Allowed C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_isapi.dll
ASP.NET v4.0.30319 Allowed C:\WINDOWS\Microsoft.NET\Framework64\v4.0.30319\aspnet_isapi.dll
ASP.NET v4.0.30319 Allowed C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\aspnet_isapi.dll
WebDAV Allowed C:\WINDOWS\system32\inetsrv\webdav.dll

Ports

These are default ports and are the supported ones. Use different ports under your own advisement.

Port Description
80 Web, for the web application
135 IIS Integrated Authentication. See Special Note on IIS Integrated Windows Authentication.
389 LDAP, for importing user names from an LDAP directory and for authentication.

SQL Server

Either the enterprise (full) version of SQL Server or the free Express version can be used. SQL Server does not need to be installed on the same server as Layton ServiceDesk.

  • Microsoft SQL Server 2008 or later
  • Microsoft SQL Server Express 2008 or later.

If you don't have any version of SQL Server installed, you may download the free SQL Server 2017 Express from Microsoft:

You can use either, depending on your hardware configuration. You should choose a WT (With Tools) version to get Microsoft SQL Server Management Studio. Management Studio offers features such as database backup and recovery options.

SQL Server Browser Service

If Layton ServiceDesk is to be installed on a server that is separate from the one hosting the SQL database, the SQL Server Browser Service must be enabled, or Layton ServiceDesk will not be able to see the SQL Server.

Ports

These are default ports and are the supported ones. Use different ports under your own advisement.

Port Description
1433 SQL Server

Windows Account

A Windows account should be added in Management Studio in SERVER ➤ Security ➤ Logins. This should be used to access SQL Server during installations and upgrades.

In Properties, default settings can be specified, but make sure it has the public and sysadmin roles in the Server Roles tab and it has permission to connect and login in the Status tab.

Exchange Server

If Exchange Server will be used for email functions, versions 2003, 2007, 2010, 2013 are supported via POP3 or IMAP and SMTP protocols. Exchange server does not need to be installed on the same server as Layton ServiceDesk.

Ports

These are default ports and are the supported ones. Use different ports under your own advisement.

Port Description
389 LDAP, for importing user names from an LDAP directory and for authentication.

Clients

Any operating system running Internet Explorer 9+, FireFox, Chrome and Safari, with cookies enabled, is supported.

Recommended Screen Resolution

Layton ServiceDesk can support any screen resolution as the application is fully configurable, so whether you operate with standard monitors running a low resolution or the largest wide screen monitors, you can configure Layton ServiceDesk software to maximize your screen real estate. Out of the box we have configured Layton ServiceDesk for the following resolutions.

  • Analysts 1280 x 1024
  • End User 800 x 600

Upgrading from HelpBox

Your database can be imported during the installation process. The database version must be 5.0.5, so you'll have to upgrade to HelpBox 5.0.5 if you have not yet done so, and upgrade the database through HelpBox.

Integration with AuditWizard

In order to connect Layton ServiceDesk to AuditWizard, your AuditWizard installation must be v8.1.4 or later with the database running on a SQL Server.

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