Revision as of 03:23, 6 November 2017

Back to Main Page

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
  • HTTP Error 404 - File or Directory Not Found
  • HTTP Error 500.19 - Internal Server Error
  • Server Error in '/' Application
  • System.Security.SecurityException
  • Configuration Error
• Can't Login
  • Access is denied, Error message 401.2
  • Not Registered
  • Windows Authentication Prompt
  • Evaluation Period Expired
  • Your login has timed out or you have tried to access a page directly without logging in
• Email
  • POP ERR Command is not valid in this state
  • SmtpException (5.7.1 Unable to relay)
  • Outgoing Email Stops
  • Incoming Email Stops
  • Incoming Email Overload
• 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
    • New Installation
    • Install New Database Procedure
  • HelpBox Migration Options
    • Upgrade Database
    • Copy Form Design
  • Connect to Existing Database
  • Clean Reinstallation
  • Migration
    • Application Only
    • Application and Database
    • Database Only
  • Test Installation
  • Special Notes
    • Turn Off Friendly HTTP Error Messages
    • SQL & Windows Authentication
    • ASP.NET Configuration
    • IIS Integrated Windows Authentication Disabled
    • Installer Instantly Stops on Windows Server 2008
    • Installer Can't Start Service, Rolls Back
    • Incorrect Date Format for Non-US Countries
    • Application Timeout

Concepts

• System Overview
• Flow Diagram

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
  • Using the Web Interface
  • From Email
• Viewing and Editing Requests
• Logging a New Problem
• Logging a New Change
• Logging a New Task
• Assets
• Calendar

Using the System (End User)

• Basics
• Lodging a New Request Via Email
• Lodging a New Request Via the Web Interface

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
  • List of Notifications
  • Editing
• 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

• Global Reset End User Password
• Global Assign to Specific Analyst Group

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

Reports

• Requests Logged Over the Weekend

Back to Main Page