User Guide for Layton ServiceDesk
From Layton Support
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
- Installation
- LaytonServiceDesk Service
- Can't Launch the Application
- Can't Login
- Access is denied, Error message 401.2
- Not Registered
- Windows Authentication Prompt
- 401 Unauthorized on Auto Login
- Evaluation Period Expired
- Your login has timed out or you have tried to access a page directly without logging in
- License Renewal Page Opens on Login
- Broken Page, LaytonServiceDeskAppPool Message
- IIS Anonymous Authentication Enabled
- Backup
- Disaster Recovery
- Internet Explorer Display Issues
- Can't See Any Requests
- Can't Assign Specific Analysts
- 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
- Reporting
- Large Attachments
- Date Format Not Displaying Correctly
- Manual Application Uninstallation
Table of Contents
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
- Implementing Project Management
- Assets
- 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
- Exchange Online 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
- Email Filter
- 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 Approver
- 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
- Survey
- 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 and End User Access to Request Types
- Enabling Change Management for End Users
- Add Solution Tab to End User Request Form
- Set Default Priority for All Requests
- Standard Settings Analyst
- Disabling a Request Class
- Bulk Change Email Domain
- Export Request Data
- Change Length of User-Defined Field
- Migrate Limited Request Data from One Database to Another
- Processing Emails from Automated Systems
