Layton ServiceDesk - System Requirements

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<p align="right">[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|<u>Back to Contents</u>]]</p>
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<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
 +
__FORCETOC__
 +
=Overview=
 +
Layton ServiceDesk is a 100% Web-based application and has been designed to be:
  
−
=== Overview ===
+
*Installed on a Windows-based operating system  
−
Layton ServiceDesk™ software has been designed to be installed on any Windows based operating system XP or higher running IIS v5 or higher. The system can then be accessed by any device running, IE, FireFox, Chrome or Safari, including mobile devices.  
+
*Used on either 32- or 64-bit Windows Server
 +
*Accessed by any device running Internet Explorer, Firefox, Chrome or Safari
 +
*Compatible with Exchange Server 2003, 2008 & 2010. SMTP, POP3, IMAP.
  
−
The system architectures require Microsoft SQL Server Express 2005 or Full SQL Server. This has been done to ensure that the system 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.  
+
The system requires a database server on Microsoft SQL Server 2008 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.  
 
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.
+
The Full SQL version is generally intended for larger companies or those that expect a large amount of records that may accumulate as the application is used. You can easily upgrade to Full SQL Server later if required without any loss of data.
  
−
=== IIS Server ===
+
=Servers=
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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.
+
The application requires at least an application and a SQL Server. These can be on the same or different servers.
  
−
*Layton ServiceDesk requires a Microsoft IIS server running version 5, 6 or 7.
+
==Layton ServiceDesk Application Server==
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*Supports 32- and 64-bit Windows operating systems.
+
===Hardware Requirements===
−
*Microsoft SQL Server 2000 or higher and Microsoft SQL Server Express (free) editions 2005 or higher are also supported.
+
{| class="wikitable" border="1"
−
*Exchange Server 2003, 2008 & 2010. SMTP, POP3.
+
|-style="vertical-align:top;"
−
*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.).
+
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
−
*Minimum hardware recommendations: Pentium 4 1.0GHz, 2GB RAM.
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! style="background:#009999; width: 850px; color: #FFFFFF"|Description
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*.NET Framework 3.5
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|-style="vertical-align:top;"
 +
|Minimum processor
 +
|Intel Xeon. For testing and trial purposes, the application can be installed on an Intel Core i3 or higher. This is not a recommended live server configuration.
 +
|-style="vertical-align:top;"
 +
|Minimum RAM
 +
|2GB
 +
|-style="vertical-align:top;"
 +
|Hard drive space
 +
|50-75 MB for the program installation. Allow at least 500 MB for growth in the folder structure. This is for attachments and other files related to the application.
 +
|}
  
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=== Clients ===
+
===Software Requirements===
−
Any operating system running Internet Explorer 6+, FireFox, Chrome and Safari are supported with cookies enabled.
+
{| class="wikitable" border="1"
 +
|-style="vertical-align:top;"
 +
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
 +
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
 +
|-style="vertical-align:top;"
 +
|Operating System
 +
|Windows 32- and 64-bit Windows 2008, 2012, 2016 or 2019 operating systems
 +
|-style="vertical-align:top;"
 +
|System Components
 +
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=21 Microsoft .NET Framework 3.5]'''
 +
|-
 +
|
 +
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]''' (minimum)
 +
|}
  
−
=== Recommended Screen Resolution ===
+
===Windows Features===
 +
Enable the following nodes in Server Settings/Windows Features, and all child nodes:
 +
{| class="wikitable" border="1"
 +
|-style="vertical-align:top;"
 +
! style="background:#009999; width: 400px; color: #FFFFFF"|Node
 +
! style="background:#009999; width: 400px; color: #FFFFFF"|Notes
 +
|-
 +
|.NET Framework 3.5 (includes .NET 2.0 and 3.0)
 +
|All sub-nodes
 +
|-
 +
|.NET Framework 4.5 Advanced Services
 +
|All sub-nodes
 +
|-
 +
|Internet Information Services > Management Tools
 +
|Includes all IIS 6 Management Compatibility
 +
|-
 +
|Web Server (IIS)
 +
|All sub-nodes
 +
|}
 +
 
 +
===Internet Information Services (IIS) Manager Configuration===
 +
Configure ''SERVERNAME > ISAPI and CGI Restrictions'' as follows:
 +
{| class="wikitable" border="1"
 +
|-style="vertical-align:top;"
 +
! style="background:#009999; width: 200px; color: #FFFFFF"|Description
 +
! style="background:#009999; width: 100px; color: #FFFFFF"|Restriction
 +
! style="background:#009999; width: 500px; color: #FFFFFF"|Path
 +
|-
 +
|Active Server Pages
 +
|Allowed
 +
|C:\WINDOWS\system32\inetsrv\asp.dll
 +
|-
 +
|ASP.NET v2.0.50727
 +
|Allowed
 +
|C:\WINDOWS\Microsoft.NET\Framework64\v2.0.50727\aspnet_isapi.dll
 +
|-
 +
|ASP.NET v2.0.50727
 +
|Allowed
 +
|C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_isapi.dll
 +
|-
 +
|ASP.NET v4.0.30319
 +
|Allowed
 +
|C:\WINDOWS\Microsoft.NET\Framework64\v4.0.30319\aspnet_isapi.dll
 +
|-
 +
|ASP.NET v4.0.30319
 +
|Allowed
 +
|C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\aspnet_isapi.dll
 +
|-
 +
|WebDAV
 +
|Allowed
 +
|C:\WINDOWS\system32\inetsrv\webdav.dll
 +
|}
 +
 
 +
===Ports===
 +
These are default ports and are the supported ones. Use different ports under your own advisement.
 +
 
 +
{| class="wikitable" border="1"
 +
|-style="vertical-align:top;"
 +
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
 +
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
 +
|-style="vertical-align:top;"
 +
|80
 +
|Web, for the web application
 +
|-style="vertical-align:top;"
 +
|135
 +
|IIS Integrated Authentication. See '''[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|Special Note on IIS Integrated Windows Authentication]]'''.
 +
|-style="vertical-align:top;"
 +
|389
 +
|LDAP, for importing user names from an LDAP directory and for authentication.
 +
|}
 +
 
 +
==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 2008 or later
 +
*Microsoft SQL Server Express 2008 or later.
 +
 
 +
If you don't have any version of SQL Server installed, you may download the free '''[https://www.microsoft.com/en-us/sql-server/sql-server-downloads SQL Server Express]''' from Microsoft:
 +
 
 +
You can use either, depending on your hardware configuration. 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 '''[https://technet.microsoft.com/en-us/library/ms181087(v=sql.105).aspx SQL Server Browser Service]''' must be enabled, or Layton ServiceDesk will not be able to see the SQL Server.
 +
 
 +
===Ports===
 +
These are default ports and are the supported ones. Use different ports under your own advisement.
 +
 
 +
{| class="wikitable" border="1"
 +
|-style="vertical-align:top;"
 +
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
 +
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
 +
|-style="vertical-align:top;"
 +
|1433
 +
|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.
 +
 
 +
===SQL Server TLS 1.2 Support===
 +
If you have enabled TLS 1.2 and have disabled TLS 1.0 and 1.1, ensure that your SQL Server supports TLS 1.2. Please see '''[https://support.microsoft.com/en-us/topic/kb3135244-tls-1-2-support-for-microsoft-sql-server-e4472ef8-90a9-13c1-e4d8-44aad198cdbe this Microsoft article]''' for details.
 +
 
 +
==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.
 +
 
 +
{| class="wikitable" border="1"
 +
|-style="vertical-align:top;"
 +
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
 +
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
 +
|-style="vertical-align:top;"
 +
|389
 +
|LDAP, for importing user names from an LDAP directory and for authentication.
 +
|}
 +
 
 +
=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.
 
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
 
*Analysts 1280 x 1024
 
*End User 800 x 600
 
*End User 800 x 600
 +
 +
=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.
 +
<p align="right">[[Layton ServiceDesk - Pre-Installation Procedure |<u>Next article in this series: ''Pre-Installation Procedure''</u>]] [[File:Btn forward.png|link=Pre-Installation  Procedure]]</p>
 +
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>

Latest revision as of 22:52, 7 December 2023

Btn back up.png Back to Contents

Contents

[edit] Overview

Layton ServiceDesk is a 100% Web-based application and has been designed to be:

  • Installed on a Windows-based operating system
  • Used on either 32- or 64-bit Windows Server
  • Accessed by any device running Internet Explorer, Firefox, Chrome or Safari
  • Compatible with Exchange Server 2003, 2008 & 2010. SMTP, POP3, IMAP.

The system requires a database server on Microsoft SQL Server 2008 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 larger companies or those that expect a large amount of records that may accumulate as the application is used. You can easily upgrade to Full SQL Server later if required without any loss of data.

[edit] Servers

The application requires at least an application and a SQL Server. These can be on the same or different servers.

[edit] Layton ServiceDesk Application Server

[edit] Hardware Requirements

Requirement Description
Minimum processor Intel Xeon. For testing and trial purposes, the application can be installed on an Intel Core i3 or higher. This is not a recommended live server configuration.
Minimum RAM 2GB
Hard drive space 50-75 MB for the program installation. Allow at least 500 MB for growth in the folder structure. This is for attachments and other files related to the application.

[edit] Software Requirements

Requirement Description
Operating System Windows 32- and 64-bit Windows 2008, 2012, 2016 or 2019 operating systems
System Components Microsoft .NET Framework 3.5
Microsoft .NET Framework 4.5 (minimum)

[edit] Windows Features

Enable the following nodes in Server Settings/Windows Features, and all child nodes:

Node Notes
.NET Framework 3.5 (includes .NET 2.0 and 3.0) All sub-nodes
.NET Framework 4.5 Advanced Services All sub-nodes
Internet Information Services > Management Tools Includes all IIS 6 Management Compatibility
Web Server (IIS) All sub-nodes

[edit] Internet Information Services (IIS) Manager Configuration

Configure SERVERNAME > ISAPI and CGI Restrictions as follows:

Description Restriction Path
Active Server Pages Allowed C:\WINDOWS\system32\inetsrv\asp.dll
ASP.NET v2.0.50727 Allowed C:\WINDOWS\Microsoft.NET\Framework64\v2.0.50727\aspnet_isapi.dll
ASP.NET v2.0.50727 Allowed C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_isapi.dll
ASP.NET v4.0.30319 Allowed C:\WINDOWS\Microsoft.NET\Framework64\v4.0.30319\aspnet_isapi.dll
ASP.NET v4.0.30319 Allowed C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\aspnet_isapi.dll
WebDAV Allowed C:\WINDOWS\system32\inetsrv\webdav.dll

[edit] Ports

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

Port Description
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.

[edit] 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 2008 or later
  • Microsoft SQL Server Express 2008 or later.

If you don't have any version of SQL Server installed, you may download the free SQL Server Express from Microsoft:

You can use either, depending on your hardware configuration. 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.

[edit] 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 the SQL Server.

[edit] Ports

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

Port Description
1433 SQL Server

[edit] 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.

[edit] SQL Server TLS 1.2 Support

If you have enabled TLS 1.2 and have disabled TLS 1.0 and 1.1, ensure that your SQL Server supports TLS 1.2. Please see this Microsoft article for details.

[edit] 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.

[edit] Ports

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

Port Description
389 LDAP, for importing user names from an LDAP directory and for authentication.

[edit] Clients

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

[edit] 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

[edit] 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.

[edit] 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.

Next article in this series: Pre-Installation Procedure Btn forward.png

Btn back up.png Back to Contents

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