Layton ServiceDesk - Installation - Upgrade Database

Introduction

Layton ServiceDesk is not an upgrade for HelpBox but a completely new version. As such there is a limitation on what will be retained from HelpBox.

Data

All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

Form Designs

When upgrading from HelpBox to Layton ServiceDesk, all your current form designs such as Analyst and End User Request forms, Login Screen design layouts and the all the List Views, will be lost. These will be replaced by our default Layton ServiceDesk forms.

Reports

Layton ServiceDesk includes over 100 canned reports. All your existing reports in HelpBox will be replaced with the new reports. Any custom reports you may have created will be lost.

ActiveDirectory, Email and AuditWizard Databridge Settings

Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

Your existing email bodies in HelpBox can be copied to Layton ServiceDesk if required. Copy the email body XML folder from the HelpBox programs folder to the Layton ServiceDesk email folder. You may need to reformat the email bodies slightly when they are added as the emails in HelpBox are in plain text where in Layton ServiceDesk you have the option of using the WYSIWYG editor.

Important: Always make a backup of your existing HelpBox database before you upgrade.