User Guide for Layton ServiceDesk
From Layton Support
(Redirected from User Guide for Layton ServiceDesk™)
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
