Layton ServiceDesk - Implementing Project Management

Back to Contents

Overview

Layton ServiceDesk can be used to manage projects, using a combination of a project-specific Request Class, Request Types specific to that Request Class, Requests in that Request Class, and Tasks.

Configuration

Request Class

Go to Administration > Libraries > Request Classes.

Recommended Configuration

Properties

1. Create a Request Class for the project.
2. Configure these settings:
   1. Class: Name of the project
   2. Description: A brief description
   3. Reply Email: No value
   4. Add To New Analyst: Disable. It's unlikely that you would want every new Analyst to be assigned to this Request Class.
   5. Add To New End User: Disable. End Users will not be a part of this project.
   6. Close Request when Tasks Complete: Disable
   7. Dynamic Form Generator: Disable
   8. Create Forms:
      1. Analyst: Enable
      2. End User: Disable—End Users won't be using it.
      3. Spawn: Enable.

Request Types

1. Go to Administration > Libraries > Request Types.
2. Create a Request Type, with the name of the project, as a top-level Request Type. All the Request Types that would be used with the project will be below this.

Recommended Configuration

Properties

1. Create the Request Types that will be used with the project as sub-Request Types to the previous.