Revision as of 03:47, 31 August 2016

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Introducing Layton ServiceDesk™

Layton ServiceDesk is an all new web-based ITIL help-desk system. Rewritten from the ground up and incorporating the very latest web 2.0 technology such as AJAX, Layton ServiceDesk offers unparalleled levels of customizability.

Every feature and module has been carefully designed before being implemented. Hundreds of new features are included, from all new ITIL Problem and Change Management through to powerful reporting and analysis.

Layton ServiceDesk is so configurable that it can be whatever you want it to be, whether you're managing your internal end users, supporting external companies or offering a product or service, Layton ServiceDesk can do it all, right out of the box! There is no need to purchase additional modules or time consuming installation and training. Layton ServiceDesk delivers powerful web-based help-desk technology at a fraction of the cost of other systems.

Layton ServiceDesk will streamline your support operations to ensure you deliver exceptional customer service for a lower cost and even less effort.

• Significantly reduce costs
• Deliver exceptional customer service and support
• Save time with less effort
• Streamline support operations
  

Layton ServiceDesk will have your operations running smoothly in no time at all. Whether automating daily support tasks, monitoring and managing the delivery of IT services, generating request logs, or tracking troublesome incidents, Layton ServiceDesk can do it all!

The better help desk. It’s all included, right out of the box!

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
• SQL Connection
• NTLM (Auto) Login
• Manual Login
• User Deletion
• Moving the website to a different location FAQ
• System Requirements
• Active Directory Field Mapping
• Upgrading FAQ
• 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 500.19 - Internal Server Error
  • Server Error in '/' Application
  • System.Security.SecurityException
• Can't Login
• 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
• Application Timeout
• Internet Explorer Display Issues
• 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
• Internet Explorer Interface Issues
• Large Attachments
• Date Format Not Displaying Correctly

Table of Contents

Click + Symbol to Expand Menu

Installation

• System Requirements
• Pre-Installation Procedure

• Special Notes
  • Timeout Configuration (IIS)

Concepts

• System Overview
• Flow Diagram

Configuring the System

• Introduction
• Analyst, Analyst Groups & CAB Groups
• End Users
• Create and Define Libraries
• Data Design
• Form Design
• Quick Info Design
• Default List Views
• Solution Base
• Analyst Settings
• Surveys
• Searching

Using the System

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
• Application 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
• 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
• Disabling a Request Class
• HR New User

Reports

• Requests Logged Over the Weekend

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