User Guide for Layton ServiceDesk
From Layton Support
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==Configuring the System== | ==Configuring the System== | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Introduction|Introduction]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Analyst, Analyst Groups & CAB Groups|Analyst, Analyst Groups & CAB Groups]] |
*[[Layton ServiceDesk - Configuring the System - End Users|End Users]] | *[[Layton ServiceDesk - Configuring the System - End Users|End Users]] | ||
*[[Layton ServiceDesk - Configuring the System - Create and Define Libraries|Create and Define Libraries]] | *[[Layton ServiceDesk - Configuring the System - Create and Define Libraries|Create and Define Libraries]] | ||
| Line 100: | Line 100: | ||
*[[Layton ServiceDesk - Analyst Settings|Analyst Settings]] | *[[Layton ServiceDesk - Analyst Settings|Analyst Settings]] | ||
*[[Layton ServiceDesk - Surveys|Surveys]] | *[[Layton ServiceDesk - Surveys|Surveys]] | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Searching|Searching]] |
==Using the System== | ==Using the System== | ||
| Line 119: | Line 119: | ||
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User)|Basics]] | *[[Layton ServiceDesk - Using Layton ServiceDesk (End User)|Basics]] | ||
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email|Lodging a New Request Via Email]] | *[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email|Lodging a New Request Via Email]] | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via the Web Interface|Lodging a New Request Via the Web Interface]] |
===Reporting=== | ===Reporting=== | ||
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*[[Layton ServiceDesk - Settings - Libraries - Task Types|Task Types]] | *[[Layton ServiceDesk - Settings - Libraries - Task Types|Task Types]] | ||
*[[Layton ServiceDesk - Settings - Libraries - Priority|Priority]] | *[[Layton ServiceDesk - Settings - Libraries - Priority|Priority]] | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Problem Statuses|Problem Statuses]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Change Statuses|Change Statuses]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Change Types|Change Types]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Change Request Types|Change Request Types]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Services|Services]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Impact|Impact]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Urgency|Urgency]] |
*[[Layton ServiceDesk - Settings - Libraries - Email Keywords|Email Keywords]] | *[[Layton ServiceDesk - Settings - Libraries - Email Keywords|Email Keywords]] | ||
*[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]] | *[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]] | ||
| Line 181: | Line 181: | ||
*[[Layton ServiceDesk - Settings - Libraries - Cost Items|Cost Items]] | *[[Layton ServiceDesk - Settings - Libraries - Cost Items|Cost Items]] | ||
*[[Layton ServiceDesk - Settings - Libraries - Drop Down Lists|Drop Down Lists]] | *[[Layton ServiceDesk - Settings - Libraries - Drop Down Lists|Drop Down Lists]] | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Libraries - Brands|Brands]] |
====Company Structure==== | ====Company Structure==== | ||
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====Data Design==== | ====Data Design==== | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Task Data]] |
*[[Layton ServiceDesk - Configuring the System - Data Design|Request Data]] | *[[Layton ServiceDesk - Configuring the System - Data Design|Request Data]] | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Problem Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Change Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Analyst Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|End User Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Company Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Department Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Site Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Solution Data]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Configuring the System - Data Design|Priority Data]] |
*[[Layton ServiceDesk - Configuring the System - Data Design|Survey Data]] | *[[Layton ServiceDesk - Configuring the System - Data Design|Survey Data]] | ||
====Global List View==== | ====Global List View==== | ||
*[[Layton ServiceDesk - Settings - Global List View - Default Request|Default Request]] | *[[Layton ServiceDesk - Settings - Global List View - Default Request|Default Request]] | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Settings - Global List View - Default Select End User|Default Select End User]] |
*[[Layton ServiceDesk - Settings - Global List View - Default Survey|Default Survey]] | *[[Layton ServiceDesk - Settings - Global List View - Default Survey|Default Survey]] | ||
*[[Layton ServiceDesk - Settings - Global List View - End User Request|End User Request]] | *[[Layton ServiceDesk - Settings - Global List View - End User Request|End User Request]] | ||
| Line 229: | Line 229: | ||
==Workarounds== | ==Workarounds== | ||
| − | *[[Layton | + | *[[Layton ServiceDesk - Workarounds - Global Reset End User Password|Global Reset End User Password]] |
| − | *[[Layton | + | *[[Layton ServiceDesk - Workarounds - Global Assign to Specific Analyst Group|Global Assign to Specific Analyst Group]] |
=Workflows= | =Workflows= | ||
Revision as of 05:07, 30 August 2017
Overview
This user guide lists FAQs and troubleshooting articles ahead of the main user guide articles. Workflows detail configurations for specific purposes and Reports lists additional report configurations.
FAQs
- Sending Log Files to Support
- Sending your Database to Support
- Sending Incoming Email Samples to Support
- How to Find the Version Number
- How to Find the Type of SQL Database in Use
- Manual SQL Connection
- NTLM (Auto) Login
- Manual Login
- User Deletion
- System Requirements
- Active Directory Field Mapping
- Database Schema
- LaytonUser1 Configuration
- Privacy Statement
Troubleshooting
- Installer Stops Instantly
- Installer Stops After Database Tool Procedure
- Change Service Account
- Can't Launch the Application
- Can't Login
- Backup
- Disaster Recovery
- Internet Explorer Display Issues
- Can't See Any Requests
- Failed to Save Data
- Attachments Didn't Migrate from HelpBox to Layton ServiceDesk
- LDAP Import Stops After Reconfiguring LDAP Server Connection
- Images Not Displayed or File Links Broken
- PDF Report Not Attached to Scheduled Report Email
- Large Attachments
- Date Format Not Displaying Correctly
Table of Contents
Click + Symbol to Expand Menu
Installation
- System Requirements
- Pre-Installation Procedure
- Database Installation Tool
- Which Method to Use?
- Install New Database
- HelpBox Migration Options
- Connect to Existing Database
- Clean Reinstallation
- Migration
- Test Installation
- Special Notes
Concepts
Configuring the System
- Introduction
- Analyst, Analyst Groups & CAB Groups
- End Users
- Create and Define Libraries
- Data Design
- Form Design
- List of Forms
- Quick Info Design
- Default List Views
- Solution Base
- Analyst Settings
- Surveys
- Searching
Using the System
Using the System (Analyst)
- Dashboard
- System Access and Menu
- Whiteboard
- Logging a New Request
- Viewing and Editing Requests
- Logging a New Problem
- Logging a New Change
- Logging a New Task
- Calendar
Using the System (End User)
Reporting
- Overview
- Creating Custom Reports
- Creating Charts
- Report Design Layout & Extra Functions
- Scheduling Reports
Administration Page
General Settings
- Request Settings
- Problem Settings
- Change Settings
- Auto Assignment Options
- Request Business Rules
- Problem Business Rules
- Change Business Rules
- Security
- Survey
- Default Closed Periods
- Default Working Hours
Utilities
- LDAP (Active Directory) Import End User
- LDAP (Active Directory) Import Analyst
- Import End User (CSV & TXT)
- Export Data
- Request Export XML
- Purging
- Clear Down Database
System Settings
- Application Settings
- Database Connection
- Application Terms
- Application Font
- Email Server Settings
- AuditWizard
- License Information
Libraries
- Request Classes
- Request Types
- Request Statuses
- Request Templates
- Task Types
- Priority
- Problem Statuses
- Change Statuses
- Change Types
- Change Request Types
- Services
- Impact
- Urgency
- Email Keywords
- Email Settings & Bodies
- Out of Office ignore
- Cost Items
- Drop Down Lists
- Brands
Company Structure
- Manage Analyst
- Manage Analyst Group
- Manage End User
- Manage Department
- Manage Site
- Manage Company
- Manage CAB Group
- Manage Analyst Absence Types
- Analyst Availability Server
Data Design
- Task Data
- Request Data
- Problem Data
- Change Data
- Analyst Data
- End User Data
- Company Data
- Department Data
- Site Data
- Solution Data
- Priority Data
- Survey Data
Global List View
- Default Request
- Default Select End User
- Default Survey
- End User Request
- Copy List Views From Default
- Copy List Views To Default
Form Design
- Change
- Department
- Login
- Search Surveys
- Search End User
- Banner
- Settings
- End User Request
- Analyst Request
- Copy Request Forms
Workarounds
Workflows
- Allowing End Users to Close Requests
- Configuring Automatic Assignment from Incoming Email Using Keywords
- Restricting Analyst Access to Request Types
- Enabling Change Management for End Users
- Set Default Priority for All Requests
- Standard Settings Analyst
- Disabling a Request Class
- HR New User
- Bulk Change Email Domain
