Layton ServiceDesk - Configuring the System - End Users
End Users can be pre-defined or input before the system is implemented or input as required or on the fly as Requests are received. Also, if End Users are given direct access to the system and the option is switched on, then they can register themselves as and when they connect to the ServiceDesk for the first time.
All methods can be used in combination with each other but whichever method(s) you decide on first you must define the End User data structure and forms. You may find the default data and forms satisfactory but if not you can add or delete data fields as required by using Administration > Data Design > End User Data and then modifying the End User form by using Administration > Form Design > End User. For more information see the DATA DESIGN and FORM DESIGN sections.
End Users can be imported through the Active Directory LDAP protocol. Layton ServiceDesk also provides the ability to connect to multiple LDAP servers. For more information see LDAP Import End User.
Import End Users (from a text file)
End User information can be imported using a tab separated text file. An example import file is located in the Layton ServiceDesk installation directory in the Import sub folder, i.e. LaytonServiceDesk\Import. This can be used as the basis for importing end users. Once the import file has been created then the data can be imported into Layton ServiceDesk. If you create your own import file that was exported from another program, ensure it is in a tab delimited format. The import file will be displayed so simply select the file and user data will be automatically imported. See the IMPORT END USER (.CSV, .TXT) section for more information.
Manage End User – Manual Entry
End Users can also be created, deleted or their details amended at any time using the in Administration > Company Structure > Manage End User. On selection of this menu item all End Users will be displayed. End User details can be amended by selecting the End User name. The End User form will be displayed so any information can be changed, as required. On selecting the Add New button a blank End User form will enable you to enter details of a new End User. Remember to select the Save icon to create the new End User. Using the Cancel icon will close the form without saving any details.
The Request Classes column on the Manage End User page allows you to provide or restrict End User access to different Request Classes if they have been created. For more information see the Request Classes section.
End User Self Registration
End Users can register themselves when they first connect to the system, provided End User access is allowed and the system is configured to provide the End User Registration. This is done in Administration > General Settings > Security > Global End User Security and turning the setting for "Allow End User Reg" to "On". If the option is set to "Off" then the End User Registration button on the Layton ServiceDesk logon screen will not appear.
Also, in the Global End User Security Section you can set whether End Users are allowed to change their user details by setting the option Allow End User Maintain Details to "On" or "Off", as required. If this option is set to "Off" then the Menu option "My Details" will not appear for End Users.
Add End Users on the Fly
This is where End User details are input "on the fly" or immediately when new End Users are calling the help desk for the first time and are not known or registered on the system. When a new Request is being logged, by using the "Select End User" icon and then the search option, the Add New icon is made available. Then new End User details can then be entered.