Revision as of 03:10, 12 January 2017

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Overview

Layton ServiceDesk software has been designed for installation on any Windows operating system XP or later running IIS v5 or later. The system can then be accessed by any device running Internet Explorer, FireFox, Chrome or Safari, including mobile devices.

The system requires a database server on Microsoft SQL Server 2005 or later. The system is compatible with SQL Server Express editions to ensure that it is as cost efficient for small users as it is for larger ones. Small users will be able to implement the system without having to bear the additional costs of a full SQL Server implementation. Larger users or Companies with SQL Server already installed will be able to implement the system on their SQL server and benefit from the performance and scalability advantages that this brings.

SQL Server Express is essentially a scaled down version of the full SQL Server. For most users SQL Server Express should be sufficient to run Layton ServiceDesk.

The Full SQL version is generally intended for the larger companies or those that expect large amount of records that may accumulate as the help desk is used. You can easily upgrade to Full SQL Server later if required without any loss of data should you need to.

Layton ServiceDesk Server

Layton ServiceDesk is a 100% Web-based application running under Microsoft Internet Information Server (IIS) version 5 or later. As such, the minimum computer configuration where Layton ServiceDesk is to be installed is constrained only by the requirements of IIS rather than by the system itself.

Servers

• Microsoft IIS server running version 5 or later.
• 32- or 64-bit Windows Server 2003, 2008, 2008 R2 or 2012.
• 50-75 MB for the program installation but allow at least 500 MB for database growth and folder structure growth (i.e. attachments, exports, etc.).
• Minimum hardware recommendations: Pentium 4 1.0GHz, 2GB RAM.
• ASP.NET Framework 3.5

SQL Server

Either the enterprise (full) version of SQL Server or the free Express version can be used. SQL Server does not need to be installed on the same server as Layton ServiceDesk.

• Microsoft SQL Server 2005 or later
• Microsoft SQL Server Express 2005 or later.

Exchange Server

If Exchange Server will be used for email functions, versions 2003, 2007, 2010, 2013 are supported via POP3 or IMAP and SMTP protocols. Exchange server does not need to be installed on the same server as Layton ServiceDesk.

Ports

These are default ports and are the supported ones. Use different ports under your own advisement.

• 80: Web, for the web application
• 135: IIS Integrated Authentication. See Special Note on IIS Integrated Windows Authentication.
• 389: LDAP, for importing user names from an LDAP directory and for authentication.
• 1433: SQL Server

SQL Server

SQL Server

If you don't have any version of SQL Server installed, you may download the free SQL Server 2014 Express edition from here. You should choose a WT (With Tools) version to get Microsoft SQL Server Management Studio. Management Studio offers features such as database backup and recovery options.

SQL Server Browser Service

If Layton ServiceDesk is to be installed on a server that is separate from the one hosting the SQL database, the SQL Server Browser Service must be enabled, or Layton ServiceDesk will not be able to see your SQL Server.

Windows Account

A Windows account should be added in Management Studio in SERVER ➤ Security ➤ Logins. This should be used to access SQL Server during installations and upgrades.

In Properties, default settings can be specified, but make sure it has the public and sysadmin roles in the Server Roles tab and it has permission to connect and login in the Status tab.

Upgrading from HelpBox

Your database can be imported during the installation process. The database version must be 5.0.5, so you'll have to upgrade to HelpBox 5.0.5 if you have not yet done so, and upgrade the database through HelpBox.

Integration with AuditWizard

In order to connect Layton ServiceDesk to AuditWizard, your AuditWizard installation must be v8.1.4 or later with the database running on a SQL Server.

Clients

Any operating system running Internet Explorer 9+, FireFox, Chrome and Safari, with cookies enabled, is supported.

Recommended Screen Resolution

Layton ServiceDesk can support any screen resolution as the application is fully configurable, so whether you operate with standard monitors running a low resolution or the largest wide screen monitors, you can configure Layton ServiceDesk software to maximize your screen real estate. Out of the box we have configured Layton ServiceDesk for the following resolutions.

• Analysts 1280 x 1024
• End User 800 x 600

Next article in this series: Pre-Installation Procedure

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