Revision as of 22:22, 27 November 2022

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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
  • Application Log
  • LDAP Import Log
• 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
  • Installer Stops Instantly
  • Installer Stops After Database Tool Procedure
  • Installer Almost Finishes, Then Rolls Back (Error 1603)
  • Creating an Installer Log
• LaytonServiceDesk Service
  • Change Service Account
  • Manually Reinstall Service Account
• Can't Launch the Application
  • HTTP Error 404 - File or Directory Not Found
  • HTTP Error 500.19 - Internal Server Error
  • Server Error in '/' Application
  • System.Security.SecurityException
  • Configuration Error
  • Cannot open database "LaytonServiceDesk" requested by the login
• 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
• 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
• 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
  • PDF Report Not Attached to Scheduled Report Email
  • Duplicate Scheduled Report Emails
• Large Attachments
• Date Format Not Displaying Correctly
• Manual Application Uninstallation

Table of Contents

Click + Symbol to Expand Menu

Installation

• System Requirements
• Pre-Installation Procedure
• Database Installation Tool
  • Which Method to Use?
  • Install New Database
    • New Installation
    • Install New Database Procedure
  • HelpBox Migration Options
    • Upgrade Database
    • Copy Form Design
  • Connect to Existing Database
  • Clean Reinstallation
  • Migration
    • Application Only
    • Application Only (Direct Update to Latest Version)
    • Application and Database
    • Database Only
  • Test Installation
  • Special Notes
    • Turn Off Friendly HTTP Error Messages
    • SQL & Windows Authentication
    • ASP.NET Configuration
    • IIS Integrated Windows Authentication Disabled
    • Installer Instantly Stops on Windows Server 2008
    • Installer Can't Start Service, Rolls Back
    • Incorrect Date Format for Non-US Countries
    • Application Timeout

Concepts

• System Overview
• Flow Diagram

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
  • Using the Web Interface
  • From Email
• 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)

• Interface
• Lodging a New Request Via Email
• Lodging a New Request Via the Web Interface

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
  • List of Notifications
  • Editing
• 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 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

• Global Reset 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 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

Reports

• Requests Logged Over the Weekend

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