Layton ServiceDesk - Troubleshooting - Backup

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Overview

Data is stored in two locations, the database and the program folder. Files, e.g. attachments, can't be stored in the database, so they are stored in the program folder. These are the folders in question:

32-Bit System:

   C:\Program Files\Layton Technology\Layton ServiceDesk\HB_Data\

64-Bit System:

   C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\HB_Data\

Folders:

   ChangeAttach
   EmailBodies
   MailIn
   MailInlineImage
   ProblemAttach
   RequestAttach

Keeping Layton ServiceDesk Up to Date

It is highly recommended that you keep the application up to date with the latest version to take advantage of bug fixes, but also to aid in the disaster-recovery process. It is much simpler to reinstall the latest application than it is to reinstall an earlier version. Refer to the Release Notes to determine the latest version. The update can be downloaded from the Customer Portal.

Determining the Layton ServiceDesk Version Number

The version number listed in Programs and Features may be incorrect. When Layton ServiceDesk is installed, the version number is correct. Later updates may not change this version, however.

There are two ways to determine the current version number installed:

1. In Layton ServiceDesk, click the Administration button and scroll to the bottom of the page. The version number appears in the lower left.
2. If you can't log in to Layton ServiceDesk, open Microsoft SQL Server Management Studio. In the database table admin, look for the value db_compatible_app in the sys_admin_id column. The version number appears in the sys_admin_value column in this row. This SQL query will also return the version number:

   SELECT sys_admin_value AS "Version Number"
   
   FROM [admin]
   
   WHERE sys_admin_id = 'db_compatible_app'

Backing Up the Application

The above folders contain the only unique data in the application and can be simply copied elsewhere manually or by using a backup application. This should be done regularly. Most likely the server will be backed up to a bootable backup, in which case the whole program folder will be covered, but the above are a minimum backup for the application.

If your Layton ServiceDesk application server is virtual, the simplest way to back it up is to snapshot it on a schedule, perhaps at night. This also covers the whole drive.

Backing Up the Database

If you are using a full version of SQL Server (not the free Express), set the backup settings in Microsoft SQL Server Management Studio. If you are using Express, you will have to backup manually. You should do this regularly.

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