User Guide for Layton ServiceDesk
From Layton Support
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*[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]] | *[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]] | ||
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log|Application Log]] | **[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log|Application Log]] | ||
| + | ***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated|Application Log - Truncated]] | ||
| + | ***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full|Application Log - Full]] | ||
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|LDAP Import Log]] | **[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|LDAP Import Log]] | ||
*[[Layton ServiceDesk - Procedures - General - Sending your Database to Support|Sending your Database to Support]] | *[[Layton ServiceDesk - Procedures - General - Sending your Database to Support|Sending your Database to Support]] | ||
| Line 26: | Line 28: | ||
**[[Layton ServiceDesk - Troubleshooting - Installer Stops Instantly|Installer Stops Instantly]] | **[[Layton ServiceDesk - Troubleshooting - Installer Stops Instantly|Installer Stops Instantly]] | ||
**[[Layton ServiceDesk - Troubleshooting - Installer Stops After Database Tool Procedure|Installer Stops After Database Tool Procedure]] | **[[Layton ServiceDesk - Troubleshooting - Installer Stops After Database Tool Procedure|Installer Stops After Database Tool Procedure]] | ||
| + | **[[Layton ServiceDesk - Troubleshooting - Installer Almost Finishes, Then Rolls Back (Error 1603)|Installer Almost Finishes, Then Rolls Back (Error 1603)]] | ||
**[[Layton ServiceDesk - Troubleshooting - Creating an Installer Log|Creating an Installer Log]] | **[[Layton ServiceDesk - Troubleshooting - Creating an Installer Log|Creating an Installer Log]] | ||
*LaytonServiceDesk Service | *LaytonServiceDesk Service | ||
**[[Layton ServiceDesk - Troubleshooting - Change Service Account|Change Service Account]] | **[[Layton ServiceDesk - Troubleshooting - Change Service Account|Change Service Account]] | ||
| − | **[[Layton ServiceDesk - Troubleshooting - Manually Reinstall Service | + | **[[Layton ServiceDesk - Troubleshooting - Manually Reinstall Service|Manually Reinstall Service]] |
*Can't Launch the Application | *Can't Launch the Application | ||
**[[Layton ServiceDesk - Errors - HTTP Error 404 - File or Directory Not Found|HTTP Error 404 - File or Directory Not Found]] | **[[Layton ServiceDesk - Errors - HTTP Error 404 - File or Directory Not Found|HTTP Error 404 - File or Directory Not Found]] | ||
| Line 44: | Line 47: | ||
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Evaluation Period Expired|Evaluation Period Expired]] | **[[Layton ServiceDesk - Troubleshooting - Can't Login - Evaluation Period Expired|Evaluation Period Expired]] | ||
**[[Layton ServiceDesk - Troubleshooting - Your login has timed out or you have tried to access a page directly without logging in|Your login has timed out or you have tried to access a page directly without logging in]] | **[[Layton ServiceDesk - Troubleshooting - Your login has timed out or you have tried to access a page directly without logging in|Your login has timed out or you have tried to access a page directly without logging in]] | ||
| + | **[[Layton ServiceDesk - Troubleshooting - License Renewal Page Opens on Login|License Renewal Page Opens on Login]] | ||
| + | **[[Layton ServiceDesk - Troubleshooting - Broken Page, LaytonServiceDeskAppPool Message|Broken Page, ''LaytonServiceDeskAppPool'' Message]] | ||
| + | **[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|IIS Anonymous Authentication Enabled]] | ||
*Email | *Email | ||
**[[Layton ServiceDesk - Troubleshooting - POP ERR Command is not valid in this state|POP ERR Command is not valid in this state]] | **[[Layton ServiceDesk - Troubleshooting - POP ERR Command is not valid in this state|POP ERR Command is not valid in this state]] | ||
| Line 67: | Line 73: | ||
=Table of Contents= | =Table of Contents= | ||
| − | |||
==Installation== | ==Installation== | ||
*[[Layton ServiceDesk - System Requirements|System Requirements]] | *[[Layton ServiceDesk - System Requirements|System Requirements]] | ||
| Line 91: | Line 96: | ||
***[[Layton ServiceDesk - Pre-Installation - SQL & Windows Authentication|SQL & Windows Authentication]] | ***[[Layton ServiceDesk - Pre-Installation - SQL & Windows Authentication|SQL & Windows Authentication]] | ||
***[[Layton ServiceDesk - Pre-Installation - ASP.NET Configuration|ASP.NET Configuration]] | ***[[Layton ServiceDesk - Pre-Installation - ASP.NET Configuration|ASP.NET Configuration]] | ||
| − | |||
***[[Layton ServiceDesk - Installation - Special Notes - IIS 6 Management Compatibility|Installer Instantly Stops on Windows Server 2008]] | ***[[Layton ServiceDesk - Installation - Special Notes - IIS 6 Management Compatibility|Installer Instantly Stops on Windows Server 2008]] | ||
***[[Layton ServiceDesk - Installation - Special Notes - Increase Service Startup Timeout|Installer Can't Start Service, Rolls Back]] | ***[[Layton ServiceDesk - Installation - Special Notes - Increase Service Startup Timeout|Installer Can't Start Service, Rolls Back]] | ||
| Line 128: | Line 132: | ||
*[[Layton ServiceDesk - Logging a New Change|Logging a New Change]] | *[[Layton ServiceDesk - Logging a New Change|Logging a New Change]] | ||
*[[Layton ServiceDesk - Logging a New Task|Logging a New Task]] | *[[Layton ServiceDesk - Logging a New Task|Logging a New Task]] | ||
| + | *[[Layton ServiceDesk - Implementing Project Management|Implementing Project Management]] | ||
*[[Layton ServiceDesk - Assets|Assets]] | *[[Layton ServiceDesk - Assets|Assets]] | ||
*[[Layton ServiceDesk - Calendar|Calendar]] | *[[Layton ServiceDesk - Calendar|Calendar]] | ||
===Using the System (End User)=== | ===Using the System (End User)=== | ||
| − | *[[Layton ServiceDesk - Using Layton ServiceDesk | + | *[[Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface|Interface]] |
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email|Lodging a New Request Via Email]] | *[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email|Lodging a New Request Via Email]] | ||
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via the Web Interface|Lodging a New Request Via the Web Interface]] | *[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via the Web Interface|Lodging a New Request Via the Web Interface]] | ||
| Line 172: | Line 177: | ||
*[[Layton ServiceDesk - Settings - System Settings - Application Font|Application Font]] | *[[Layton ServiceDesk - Settings - System Settings - Application Font|Application Font]] | ||
*[[Layton ServiceDesk - Settings - System Settings - Email Server Settings|Email Server Settings]] | *[[Layton ServiceDesk - Settings - System Settings - Email Server Settings|Email Server Settings]] | ||
| + | *[[Layton ServiceDesk - Settings - System Settings - Exchange Online Settings|Exchange Online Settings]] | ||
*[[Layton ServiceDesk - Settings - System Settings - AuditWizard|AuditWizard]] | *[[Layton ServiceDesk - Settings - System Settings - AuditWizard|AuditWizard]] | ||
*[[Layton ServiceDesk - Settings - System Settings - License Information|License Information]] | *[[Layton ServiceDesk - Settings - System Settings - License Information|License Information]] | ||
| Line 193: | Line 199: | ||
**[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - List|List of Notifications]] | **[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - List|List of Notifications]] | ||
**[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - Editing|Editing]] | **[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - Editing|Editing]] | ||
| − | *[[Layton ServiceDesk - Settings - Libraries - | + | *[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]] |
*[[Layton ServiceDesk - Settings - Libraries - Cost Items|Cost Items]] | *[[Layton ServiceDesk - Settings - Libraries - Cost Items|Cost Items]] | ||
*[[Layton ServiceDesk - Settings - Libraries - Drop Down Lists|Drop Down Lists]] | *[[Layton ServiceDesk - Settings - Libraries - Drop Down Lists|Drop Down Lists]] | ||
| Line 261: | Line 267: | ||
*[[Layton ServiceDesk - Workflows - Export Request Data|Export Request Data]] | *[[Layton ServiceDesk - Workflows - Export Request Data|Export Request Data]] | ||
*[[Layton ServiceDesk - Workflows - Change Length of User-Defined Field|Change Length of User-Defined Field]] | *[[Layton ServiceDesk - Workflows - Change Length of User-Defined Field|Change Length of User-Defined Field]] | ||
| + | *[[Layton ServiceDesk - Workflows - Migrate Limited Request Data from One Database to Another|Migrate Limited Request Data from One Database to Another]] | ||
| + | *[[Layton ServiceDesk - Workflows - Processing Emails from Automated Systems|Processing Emails from Automated Systems]] | ||
=Reports= | =Reports= | ||
*[[Layton ServiceDesk - Reports - Requests Logged Over the Weekend|Requests Logged Over the Weekend]] | *[[Layton ServiceDesk - Reports - Requests Logged Over the Weekend|Requests Logged Over the Weekend]] | ||
<p align="right">[[File:btn_back_up.png|link=Main Page]] [[Main Page|<u>Back to Main Page</u>]]</p> | <p align="right">[[File:btn_back_up.png|link=Main Page]] [[Main Page|<u>Back to Main Page</u>]]</p> | ||
Latest revision as of 20:39, 20 December 2023
[edit] 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.
[edit] 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
[edit] 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
[edit] Table of Contents
[edit] 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
[edit] Concepts
[edit] 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
[edit] Using the System
[edit] 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
[edit] Using the System (End User)
[edit] Reporting
- Overview
- Creating Custom Reports
- Creating Charts
- Report Design Layout & Extra Functions
- Scheduling Reports
[edit] Administration Page
[edit] 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
[edit] 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
[edit] System Settings
- Application Settings
- Database Connection
- Application Terms
- Application Font
- Email Server Settings
- Exchange Online Settings
- AuditWizard
- License Information
[edit] 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
[edit] 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
[edit] 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
[edit] Global List View
- Default Request
- Default Select End User
- Default Survey
- End User Request
- Copy List Views From Default
- Copy List Views To Default
[edit] Form Design
- Change
- Department
- Login
- Survey
- Search Surveys
- Search End User
- Banner
- Settings
- End User Request
- Analyst Request
- Copy Request Forms
[edit] Workarounds
[edit] 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
