User Guide for Layton ServiceDesk

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__NOTOC__
 
__NOTOC__
 
<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>
=Introducing Layton ServiceDesk™=
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=Overview=
 
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This user guide lists '''[[User Guide for Layton ServiceDesk#FAQs|FAQs]]''' and '''[[User Guide for Layton ServiceDesk#Troubleshooting|troubleshooting]]''' articles ahead of the '''[[User Guide for Layton ServiceDesk#Table of Contents|main user guide articles]]'''. '''[[User Guide for Layton ServiceDesk#Workflows|Workflows]]''' detail configurations for specific purposes and '''[[User Guide for Layton ServiceDesk#Reports|Reports]]''' lists additional report configurations.
Layton ServiceDesk is an all new web-based ITIL help-desk system. Rewritten from the ground up and incorporating the very latest web 2.0 technology such as AJAX, Layton ServiceDesk offers unparalleled levels of customizability.
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Every feature and module has been carefully designed before being implemented. Hundreds of new features are included, from all new ITIL Problem and Change Management through to powerful reporting and analysis.
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Layton ServiceDesk is so configurable that it can be whatever you want it to be, whether you're managing your internal end users, supporting external companies or offering a product or service, Layton ServiceDesk can do it all, right out of the box! There is no need to purchase additional modules or time consuming installation and training. Layton ServiceDesk delivers powerful web-based help-desk technology at a fraction of the cost of other systems.
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Layton ServiceDesk will streamline your support operations to ensure you deliver exceptional customer service for a lower cost and even less effort.
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*Significantly reduce costs
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*Deliver exceptional customer service and support
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*Save time with less effort
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*Streamline support operations<br>
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Layton ServiceDesk will have your operations running smoothly in no time at all. Whether automating daily support tasks, monitoring and managing the delivery of IT services, generating request logs, or tracking troublesome incidents, Layton ServiceDesk can do it all!
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The better help desk. It’s all included, right out of the box!
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=FAQs=
 
=FAQs=
 
*[[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]]
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**[[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]]
 
*[[Layton ServiceDesk - Procedures - General - Sending Incoming Email Samples to Support|Sending Incoming Email Samples to Support]]
 
*[[Layton ServiceDesk - Procedures - General - Sending Incoming Email Samples to Support|Sending Incoming Email Samples to Support]]
 
*[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|How to Find the Version Number]]
 
*[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|How to Find the Version Number]]
 
*[[Layton ServiceDesk - Procedures - General - How to Find the Type of SQL Database in Use|How to Find the Type of SQL Database in Use]]
 
*[[Layton ServiceDesk - Procedures - General - How to Find the Type of SQL Database in Use|How to Find the Type of SQL Database in Use]]
*[[Layton ServiceDesk™ - SQL Connection|SQL Connection]]
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*[[Layton ServiceDesk - FAQ - Manual SQL Connection|Manual SQL Connection]]
 
*[[Layton ServiceDesk - FAQ - NTLM (Auto) Login|NTLM (Auto) Login]]
 
*[[Layton ServiceDesk - FAQ - NTLM (Auto) Login|NTLM (Auto) Login]]
 
*[[Layton ServiceDesk - FAQ - Manual Login|Manual Login]]
 
*[[Layton ServiceDesk - FAQ - Manual Login|Manual Login]]
 
*[[Layton ServiceDesk - FAQ - User Deletion|User Deletion]]
 
*[[Layton ServiceDesk - FAQ - User Deletion|User Deletion]]
*[[Moving the website to a different location FAQ]]
 
 
*[[Layton ServiceDesk - FAQ - System Requirements|System Requirements]]
 
*[[Layton ServiceDesk - FAQ - System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Active Directory Field Mapping|Active Directory Field Mapping]]
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*[[Layton ServiceDesk - FAQ - Active Directory Field Mapping|Active Directory Field Mapping]]
*[[Upgrading FAQ]]
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*[[Layton ServiceDesk - FAQ - Database Schema|Database Schema]]
*[[Database Schema]]
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*[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1 Configuration]]
 
*[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1 Configuration]]
 
*[http://laytontechnology.com/privacy-statement/ Privacy Statement]
 
*[http://laytontechnology.com/privacy-statement/ Privacy Statement]
  
 
=Troubleshooting=
 
=Troubleshooting=
*[[Layton ServiceDesk™ - General Troubleshooting - Installer Stops Instantly|Installer Stops Instantly]]
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*Installation
*[[Layton ServiceDesk™ - General Troubleshooting - Installer Stops After Database Tool Procedure|Installer Stops After Database Tool Procedure]]
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**[[Layton ServiceDesk - Troubleshooting - Installer Stops Instantly|Installer Stops Instantly]]
*[[Layton ServiceDesk™ - General Troubleshooting - Change Service Account|Change Service Account]]
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**[[Layton ServiceDesk - Troubleshooting - Installer Stops After Database Tool Procedure|Installer Stops After Database Tool Procedure]]
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**[[Layton ServiceDesk - Troubleshooting - Installer Almost Finishes, Then Rolls Back (Error 1603)|Installer Almost Finishes, Then Rolls Back (Error 1603)]]
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**[[Layton ServiceDesk - Troubleshooting - Creating an Installer Log|Creating an Installer Log]]
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*LaytonServiceDesk Service
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**[[Layton ServiceDesk - Troubleshooting - Change Service Account|Change Service Account]]
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**[[Layton ServiceDesk - Troubleshooting - Manually Reinstall Service Account|Manually Reinstall Service Account]]
 
*Can't Launch the Application
 
*Can't Launch the Application
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**[[Layton ServiceDesk - Errors - HTTP Error 404 - File or Directory Not Found|HTTP Error 404 - File or Directory Not Found]]
 
**[[Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error|HTTP Error 500.19 - Internal Server Error]]
 
**[[Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error|HTTP Error 500.19 - Internal Server Error]]
**[[Layton ServiceDesk™ - Errors - Server Error in '/' Application|Server Error in '/' Application]]
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**[[Layton ServiceDesk - Errors - Server Error in '/' Application|Server Error in '/' Application]]
 
**[[Layton ServiceDesk - Errors - System.Security.SecurityException|System.Security.SecurityException]]
 
**[[Layton ServiceDesk - Errors - System.Security.SecurityException|System.Security.SecurityException]]
*[[Layton ServiceDesk - General Troubleshooting - Can't Login|Can't Login]]
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**[[Layton ServiceDesk - Errors - Configuration Error|Configuration Error]]
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**[[Layton ServiceDesk - Errors - Cannot open database "LaytonServiceDesk" requested by the login|Cannot open database "LaytonServiceDesk" requested by the login]]
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*[[Layton ServiceDesk - Troubleshooting - Can't Login|Can't Login]]
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**[[Layton ServiceDesk - Troubleshooting - Can't Login - Access is denied, Error message 401.2|Access is denied, Error message 401.2]]
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**[[Layton ServiceDesk - Troubleshooting - Can't Login - Not Registered|Not Registered]]
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**[[Layton ServiceDesk - Troubleshooting - Can't Login - Windows Authentication Prompt|Windows Authentication Prompt]]
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**[[Layton ServiceDesk - Troubleshooting - Can't Login - 401 Unauthorized on Auto Login|401 Unauthorized on Auto Login]]
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**[[Layton ServiceDesk - Troubleshooting - Can't Login - Evaluation Period Expired|Evaluation Period Expired]]
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**[[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]]
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**[[Layton ServiceDesk - Troubleshooting - License Renewal Page Opens on Login|License Renewal Page Opens on Login]]
 
*Email
 
*Email
**[[Layton ServiceDesk - General Troubleshooting - Outgoing Email Stops|Outgoing Email Stops]]
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**[[Layton ServiceDesk - Troubleshooting - POP ERR Command is not valid in this state|POP ERR Command is not valid in this state]]
**[[Layton ServiceDesk - General Troubleshooting - Incoming Email Stops|Incoming Email Stops]]
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**[[Layton ServiceDesk - Troubleshooting - SmtpException|SmtpException (5.7.1 Unable to relay)]]
**[[Layton ServiceDesk - General Troubleshooting - Incoming Email Overload|Incoming Email Overload]]
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**[[Layton ServiceDesk - Troubleshooting - Outgoing Email Stops|Outgoing Email Stops]]
*[[Layton ServiceDesk™ - General Troubleshooting - Backup|Backup]]
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**[[Layton ServiceDesk - Troubleshooting - Incoming Email Stops|Incoming Email Stops]]
*[[Layton ServiceDesk™ - General Troubleshooting - Disaster Recovery|Disaster Recovery]]
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**[[Layton ServiceDesk - Troubleshooting - Incoming Email Overload|Incoming Email Overload]]
*[[Layton ServiceDesk - General Troubleshooting - Application Timeout|Application Timeout]]
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*[[Layton ServiceDesk - Troubleshooting - Backup|Backup]]
*[[Layton ServiceDesk™ - General Troubleshooting - Internet Explorer Display Issues|Internet Explorer Display Issues]]
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*[[Layton ServiceDesk - Troubleshooting - Disaster Recovery|Disaster Recovery]]
*[[Layton ServiceDesk™ - General Troubleshooting - Failed to Save Data|Failed to Save Data]]
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*[[Layton ServiceDesk - Troubleshooting - Internet Explorer Display Issues|Internet Explorer Display Issues]]
*[[Layton ServiceDesk™ - General Troubleshooting - Attachments Didn't Migrate from HelpBox to Layton ServiceDesk|Attachments Didn't Migrate from HelpBox to Layton ServiceDesk]]
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*[[Layton ServiceDesk - Troubleshooting - Can't See Any Requests|Can't See Any Requests]]
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*[[Layton ServiceDesk - Troubleshooting - Can't Assign Specific Analysts|Can't Assign Specific Analysts]]
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*[[Layton ServiceDesk - Troubleshooting - Failed to Save Data|Failed to Save Data]]
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*[[Layton ServiceDesk - Troubleshooting - Attachments Didn't Migrate from HelpBox to Layton ServiceDesk|Attachments Didn't Migrate from HelpBox to Layton ServiceDesk]]
 
*[[Layton ServiceDesk - Troubleshooting - LDAP Import Stops After Reconfiguring LDAP Server Connection|LDAP Import Stops After Reconfiguring LDAP Server Connection]]
 
*[[Layton ServiceDesk - Troubleshooting - LDAP Import Stops After Reconfiguring LDAP Server Connection|LDAP Import Stops After Reconfiguring LDAP Server Connection]]
*[[Layton ServiceDesk - General Troubleshooting - Images Not Displayed or File Links Broken|Images Not Displayed or File Links Broken]]
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*[[Layton ServiceDesk - Troubleshooting - Images Not Displayed or File Links Broken|Images Not Displayed or File Links Broken]]
*[[Layton ServiceDesk - General Troubleshooting - PDF Report Not Attached to Scheduled Report Email|PDF Report Not Attached to Scheduled Report Email]]
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*Reporting
*[[Layton ServiceDesk™ - General Troubleshooting - Internet Explorer Interface Issues|Internet Explorer Interface Issues]]
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**[[Layton ServiceDesk - Troubleshooting - PDF Report Not Attached to Scheduled Report Email|PDF Report Not Attached to Scheduled Report Email]]
*[[Layton ServiceDesk™ - General Troubleshooting - Large Attachments|Large Attachments]]
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**[[Layton ServiceDesk - Troubleshooting - Duplicate Scheduled Report Emails|Duplicate Scheduled Report Emails]]
*[[Layton ServiceDesk™ - General Troubleshooting - Date Format Not Displaying Correctly|Date Format Not Displaying Correctly]]
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*[[Layton ServiceDesk - Troubleshooting - Large Attachments|Large Attachments]]
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*[[Layton ServiceDesk - Troubleshooting - Date Format Not Displaying Correctly|Date Format Not Displaying Correctly]]
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*[[Layton ServiceDesk - Troubleshooting - Manual Application Uninstallation|Manual Application Uninstallation]]
  
 
=Table of Contents=
 
=Table of Contents=
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*[[Layton ServiceDesk - System Requirements|System Requirements]]
 
*[[Layton ServiceDesk - System Requirements|System Requirements]]
 
*[[Layton ServiceDesk - Pre-Installation Procedure|Pre-Installation Procedure]]
 
*[[Layton ServiceDesk - Pre-Installation Procedure|Pre-Installation Procedure]]
{| class="collapsible expanded"
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*Database Installation Tool
|-
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**[[Layton ServiceDesk - Installation - Which Method to Use?|Which Method to Use?]]
!align="left"|Database Installation Tool
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**Install New Database
|-
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***[[Layton ServiceDesk - Installation - New Installation|New Installation]]
|
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***[[Layton ServiceDesk - Installation - New Installation - Install New Database|Install New Database Procedure]]
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
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**HelpBox Migration Options
{| class="collapsible expanded"
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***[[Layton_ServiceDesk - Installation - Upgrade Database|Upgrade Database]]
|-
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***[[Layton ServiceDesk - Installation - Copy Form Design|Copy Form Design]]
!align="left"|Install New Database
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**[[Layton ServiceDesk - Installation - Connect to Existing Database|Connect to Existing Database]]
|-
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**[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation]]
|
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**[[Layton ServiceDesk - Installation - Migration|Migration]]
*[[Layton ServiceDesk - Installation - New Installation|New Installation]]
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***[[Layton ServiceDesk - Installation - Migration - Application Only|Application Only]]
*[[Layton ServiceDesk - Installation - New Installation - Install New Database|Install New Database Procedure]]
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***[[Layton ServiceDesk - Installation - Migration - Application Only (Direct Update to Latest Version)|Application Only (Direct Update to Latest Version)]]
|}
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***[[Layton ServiceDesk - Installation - Migration - Application and Database|Application and Database]]
*[[Layton_ServiceDesk - Installation - Upgrade Database|Upgrade Database]]
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***[[Layton ServiceDesk - Installation - Migration - Database Only|Database Only]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
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**[[Layton ServiceDesk - Installation - Test Installation|Test Installation]]
*[[Layton ServiceDesk - Installation - Connect to Existing Database|Connect to Existing Database]]
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**[[Layton ServiceDesk - Installation - Special Notes|Special Notes]]
*[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation]]
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***[[Layton ServiceDesk - Installation - Special Notes - Turn Off Friendly HTTP Error Messages|Turn Off Friendly HTTP Error Messages]]
*[[Layton ServiceDesk - Installation - Migration|Migration]]
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***[[Layton ServiceDesk - Pre-Installation - SQL & Windows Authentication|SQL & Windows Authentication]]
**[[Layton ServiceDesk - Installation - Migration - Application Only|Application Only]]
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***[[Layton ServiceDesk - Pre-Installation - ASP.NET Configuration|ASP.NET Configuration]]
**[[Layton ServiceDesk - Installation - Migration - Application and Database|Application and Database]]
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***[[Layton ServiceDesk - Installation - Special Notes - IIS Integrated Windows Authentication Disabled|IIS Integrated Windows Authentication Disabled]]
**[[Layton ServiceDesk - Installation - Migration - Database Only|Database Only]]
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***[[Layton ServiceDesk - Installation - Special Notes - IIS 6 Management Compatibility|Installer Instantly Stops on Windows Server 2008]]
*[[Layton ServiceDesk - Installation - Test Installation|Test Installation]]
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***[[Layton ServiceDesk - Installation - Special Notes - Increase Service Startup Timeout|Installer Can't Start Service, Rolls Back]]
|}
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***[[Layton ServiceDesk - Installation - Special Notes - Incorrect Date Format for Non-US Countries|Incorrect Date Format for Non-US Countries]]
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
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***[[Layton ServiceDesk - Troubleshooting - Application Timeout|Application Timeout]]
**[[Layton ServiceDesk™ - Installation - Special Notes - Timeout Configuration (IIS)|Timeout Configuration (IIS)]]
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==Concepts==
 
==Concepts==
*[[Layton ServiceDesk™ - System Overview|System Overview]]
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*[[Layton ServiceDesk - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
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*[[Layton ServiceDesk - Flow Diagram|Flow Diagram]]
  
 
==Configuring the System==
 
==Configuring the System==
*[[Layton ServiceDesk™ - Configuring the System - Introduction|Introduction]]
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*[[Layton ServiceDesk - Configuring the System - Introduction|Introduction]]
*[[Layton ServiceDesk™ - Configuring the System - Analyst, Analyst Groups & CAB Groups|Analyst, Analyst Groups & CAB Groups]]
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*[[Layton ServiceDesk - Configuring the System - Analyst, Analyst Groups & CAB Groups|Analyst, Analyst Groups & CAB Groups]]
 
*[[Layton ServiceDesk - Configuring the System - End Users|End Users]]
 
*[[Layton ServiceDesk - Configuring the System - End Users|End Users]]
 
*[[Layton ServiceDesk - Configuring the System - Create and Define Libraries|Create and Define Libraries]]
 
*[[Layton ServiceDesk - Configuring the System - Create and Define Libraries|Create and Define Libraries]]
 
*[[Layton ServiceDesk - Configuring the System - Data Design|Data Design]]
 
*[[Layton ServiceDesk - Configuring the System - Data Design|Data Design]]
 
*[[Layton ServiceDesk - Configuring the System - Form Design|Form Design]]
 
*[[Layton ServiceDesk - Configuring the System - Form Design|Form Design]]
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
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*[[Layton ServiceDesk - Configuring the System - List of Forms|List of Forms]]
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*[[Layton ServiceDesk - Configuring the System - Quick Info Design|Quick Info Design]]
 
*[[Layton ServiceDesk - Configuring the System - Default List Views|Default List Views]]
 
*[[Layton ServiceDesk - Configuring the System - Default List Views|Default List Views]]
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
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*[[Layton ServiceDesk - Configuring the System - Solution Base|Solution Base]]
*[[Layton ServiceDesk - Analyst Settings|Analyst Settings]]
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*[[Layton ServiceDesk - Configuring the System - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk - Surveys|Surveys]]
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*[[Layton ServiceDesk - Configuring the System - Surveys|Surveys]]
*[[Layton ServiceDesk™ - Searching|Searching]]
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*[[Layton ServiceDesk - Configuring the System - Searching|Searching]]
  
 
==Using the System==
 
==Using the System==
{| class="collapsible expanded"
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===Using the System (Analyst)===
|-
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*[[Layton ServiceDesk - Dashboard|Dashboard]]
!align="left"|Using the System (Analyst)
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*[[Layton ServiceDesk - System Access and Menu|System Access and Menu]]
|-
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|
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*[[Layton ServiceDesk™ - Dashboard|Dashboard]]
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*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
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*[[Layton ServiceDesk - Whiteboard|Whiteboard]]
 
*[[Layton ServiceDesk - Whiteboard|Whiteboard]]
*[[Layton ServiceDesk - Logging A New Request|Logging a New Request]]
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*Logging a New Request
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
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**[[Layton ServiceDesk - Logging a New Request Using the Web Interface|Using the Web Interface]]
*[[Layton ServiceDesk™ - Logging A New Problem|Logging a New Problem]]
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**[[Layton ServiceDesk - Logging a New Request from Email|From Email]]
*[[Layton ServiceDesk™ - Logging A New Change|Logging a New Change]]
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*[[Layton ServiceDesk - Viewing and Editing Requests|Viewing and Editing Requests]]
*[[Layton ServiceDesk™ - Logging a New Task|Logging a New Task]]
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*[[Layton ServiceDesk - Logging a New Problem|Logging a New Problem]]
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*[[Layton ServiceDesk - Logging a New Change|Logging a New Change]]
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*[[Layton ServiceDesk - Logging a New Task|Logging a New Task]]
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*[[Layton ServiceDesk - Implementing Project Management|Implementing Project Management]]
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*[[Layton ServiceDesk - Assets|Assets]]
 
*[[Layton ServiceDesk - Calendar|Calendar]]
 
*[[Layton ServiceDesk - Calendar|Calendar]]
|}
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{| class="collapsible expanded"
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===Using the System (End User)===
|-
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*[[Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface|Interface]]
!align="left"|Using the System (End User)
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|-
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|
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*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
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*[[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]]
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*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via the Web Interface|Lodging a New Request Via the Web Interface]]
|}
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{| class="collapsible expanded"
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===Reporting===
|-
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!align="left"|Reporting
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|-
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|
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*[[Layton ServiceDesk - Reporting - Overview|Overview]]
 
*[[Layton ServiceDesk - Reporting - Overview|Overview]]
 
*[[Layton ServiceDesk - Reporting - Creating Custom Reports|Creating Custom Reports]]
 
*[[Layton ServiceDesk - Reporting - Creating Custom Reports|Creating Custom Reports]]
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*[[Layton ServiceDesk - Reporting - Report Design Layout|Report Design Layout & Extra Functions]]
 
*[[Layton ServiceDesk - Reporting - Report Design Layout|Report Design Layout & Extra Functions]]
 
*[[Layton ServiceDesk - Reporting - Scheduling Reports|Scheduling Reports]]
 
*[[Layton ServiceDesk - Reporting - Scheduling Reports|Scheduling Reports]]
|}
 
  
 
==Administration Page==
 
==Administration Page==
 
====General Settings====
 
====General Settings====
 
*[[Layton ServiceDesk - General Settings - Request Settings|Request Settings]]
 
*[[Layton ServiceDesk - General Settings - Request Settings|Request Settings]]
*[[Layton ServiceDesk™ - General Settings - Problem Settings|Problem Settings]]
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*[[Layton ServiceDesk - General Settings - Problem Settings|Problem Settings]]
*[[Layton ServiceDesk™ - General Settings - Change Settings|Change Settings]]
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*[[Layton ServiceDesk - General Settings - Change Settings|Change Settings]]
*[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]
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*[[Layton ServiceDesk - General Settings - Auto Assignment Options|Auto Assignment Options]]
 
*[[Layton ServiceDesk - General Settings - Business Rules|Request Business Rules]]
 
*[[Layton ServiceDesk - General Settings - Business Rules|Request Business Rules]]
*[[Layton ServiceDesk™ - General Settings - Business Rules|Problem Business Rules]]
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*[[Layton ServiceDesk - General Settings - Business Rules|Problem Business Rules]]
*[[Layton ServiceDesk™ - General Settings - Business Rules|Change Business Rules]]
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*[[Layton ServiceDesk - General Settings - Business Rules|Change Business Rules]]
*[[Layton ServiceDesk™ - General Settings - Security|Security]]
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*[[Layton ServiceDesk - General Settings - Security|Security]]
*[[Layton ServiceDesk™ - General Settings - Survey|Survey]]
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*[[Layton ServiceDesk - General Settings - Survey|Survey]]
 
*[[Layton ServiceDesk - General Settings - Default Closed Periods|Default Closed Periods]]
 
*[[Layton ServiceDesk - General Settings - Default Closed Periods|Default Closed Periods]]
 
*[[Layton ServiceDesk - General Settings - Default Working Hours|Default Working Hours]]
 
*[[Layton ServiceDesk - General Settings - Default Working Hours|Default Working Hours]]
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*[[Layton ServiceDesk - Utilities - LDAP Import End User|LDAP (Active Directory) Import End User]]
 
*[[Layton ServiceDesk - Utilities - LDAP Import End User|LDAP (Active Directory) Import End User]]
 
*[[Layton ServiceDesk - Utilities - Import Analyst (LDAP)|LDAP (Active Directory) Import Analyst]]
 
*[[Layton ServiceDesk - Utilities - Import Analyst (LDAP)|LDAP (Active Directory) Import Analyst]]
*[[Layton ServiceDesk™ - Utilities - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
+
*[[Layton ServiceDesk - Utilities - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Utilities - Export Data|Export Data]]
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*[[Layton ServiceDesk - Utilities - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Utilities - Request Export XML|Request Export XML]]
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*[[Layton ServiceDesk - Utilities - Request Export XML|Request Export XML]]
*[[Layton ServiceDesk™ - Utilities - Purging|Purging]]
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*[[Layton ServiceDesk - Utilities - Purging|Purging]]
*[[Layton ServiceDesk™ - Utilities - Clear Down Database|Clear Down Database]]
+
*[[Layton ServiceDesk - Utilities - Clear Down Database|Clear Down Database]]
  
 
====System Settings====
 
====System Settings====
 
*[[Layton ServiceDesk - Settings - System Settings - Application Settings|Application Settings]]
 
*[[Layton ServiceDesk - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Database Connection|Application Database Connection]]
+
*[[Layton ServiceDesk - Settings - System Settings - Database Connection|Database Connection]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Terms|Application Terms]]
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*[[Layton ServiceDesk - Settings - System Settings - Application Terms|Application Terms]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Font|Application Font]]
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*[[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 - AuditWizard|AuditWizard]]
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*[[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]]
  
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*[[Layton ServiceDesk - Settings - Libraries - Request Statuses|Request Statuses]]
 
*[[Layton ServiceDesk - Settings - Libraries - Request Statuses|Request Statuses]]
 
*[[Layton ServiceDesk - Settings - Libraries - Request Templates|Request Templates]]
 
*[[Layton ServiceDesk - Settings - Libraries - Request Templates|Request Templates]]
*[[Layton ServiceDesk™ - Settings - Libraries - Task Types|Task Types]]
+
*[[Layton ServiceDesk - Settings - Libraries - Task Types|Task Types]]
 
*[[Layton ServiceDesk - Settings - Libraries - Priority|Priority]]
 
*[[Layton ServiceDesk - Settings - Libraries - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Libraries - Problem Statuses|Problem Statuses]]
+
*[[Layton ServiceDesk - Settings - Libraries - Problem Statuses|Problem Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Statuses|Change Statuses]]
+
*[[Layton ServiceDesk - Settings - Libraries - Change Statuses|Change Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Types|Change Types]]
+
*[[Layton ServiceDesk - Settings - Libraries - Change Types|Change Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Request Types|Change Request Types]]
+
*[[Layton ServiceDesk - Settings - Libraries - Change Request Types|Change Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Services|Services]]
+
*[[Layton ServiceDesk - Settings - Libraries - Services|Services]]
*[[Layton ServiceDesk™ - Settings - Libraries - Impact|Impact]]
+
*[[Layton ServiceDesk - Settings - Libraries - Impact|Impact]]
*[[Layton ServiceDesk™ - Settings - Libraries - Urgency|Urgency]]
+
*[[Layton ServiceDesk - Settings - Libraries - Urgency|Urgency]]
 
*[[Layton ServiceDesk - Settings - Libraries - Email Keywords|Email Keywords]]
 
*[[Layton ServiceDesk - Settings - Libraries - Email Keywords|Email Keywords]]
 
*[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]
 
*[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]
*[[Layton ServiceDesk™ - Settings - Libraries - Out of Office|Out of Office ignore]]
+
**[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - List|List of Notifications]]
*[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]
+
**[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - Editing|Editing]]
 +
*[[Layton ServiceDesk - Settings - Libraries - Out of Office|Out of Office ignore]]
 +
*[[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]]
*[[Layton ServiceDesk™ - Settings - Libraries - Brands|Brands]]
+
*[[Layton ServiceDesk - Settings - Libraries - Brands|Brands]]
  
 
====Company Structure====
 
====Company Structure====
Line 208: Line 205:
 
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group|Manage Analyst Group]]
 
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Group|Manage Analyst Group]]
 
*[[Layton ServiceDesk - Settings - Company Structure - Manage End User|Manage End User]]
 
*[[Layton ServiceDesk - Settings - Company Structure - Manage End User|Manage End User]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Department|Manage Department]]
+
*[[Layton ServiceDesk - Settings - Company Structure - Manage Department|Manage Department]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site|Manage Site]]
+
*[[Layton ServiceDesk - Settings - Company Structure - Manage Site|Manage Site]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Company|Manage Company]]
+
*[[Layton ServiceDesk - Settings - Company Structure - Manage Company|Manage Company]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage CAB Group|Manage CAB Group]]
+
*[[Layton ServiceDesk - Settings - Company Structure - Manage CAB Group|Manage CAB Group]]
 +
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Absence Approver|Manage Analyst Absence Approver]]
 
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
 
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Analyst Availability Server|Analyst Availability Server]]
+
*[[Layton ServiceDesk - Settings - Company Structure - Analyst Availability Server|Analyst Availability Server]]
  
 
====Data Design====
 
====Data Design====
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Task Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Task Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Request Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Request Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Problem Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Problem Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Change Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Change Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Analyst Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Analyst Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|End User Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|End User Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Company Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Company Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Department Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Department Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Site Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Site Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Solution Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Solution Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Priority Data]]
+
*[[Layton ServiceDesk - Configuring the System - Data Design|Priority Data]]
 
*[[Layton ServiceDesk - Configuring the System - Data Design|Survey Data]]
 
*[[Layton ServiceDesk - Configuring the System - Data Design|Survey Data]]
  
 
====Global List View====
 
====Global List View====
*[[Layton ServiceDesk™ - Settings - Global List View - Default Request|Default Request]]
+
*[[Layton ServiceDesk - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Select End User|Default Select End User]]
+
*[[Layton ServiceDesk - Settings - Global List View - Default Select End User|Default Select End User]]
 
*[[Layton ServiceDesk - Settings - Global List View - Default Survey|Default Survey]]
 
*[[Layton ServiceDesk - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Request|End User Request]]
+
*[[Layton ServiceDesk - Settings - Global List View - End User Request|End User Request]]
 
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
 
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
 
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]
 
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]
  
 
====Form Design====
 
====Form Design====
*[[Layton ServiceDesk™ - Settings - Form Design - Change|Change]]
+
*[[Layton ServiceDesk - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk™ - Settings - Form Design - Department|Department]]
+
*[[Layton ServiceDesk - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login|Login]]
+
*[[Layton ServiceDesk - Settings - Form Design - Login|Login]]
 +
*[[Layton ServiceDesk - Settings - Form Design - Survey|Survey]]
 
*[[Layton ServiceDesk - Settings - Form Design - Search Surveys|Search Surveys]]
 
*[[Layton ServiceDesk - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search End User|Search End User]]
+
*[[Layton ServiceDesk - Settings - Form Design - Search End User|Search End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Banner|Banner]]
+
*[[Layton ServiceDesk - Settings - Form Design - Banner|Banner]]
 
*[[Layton ServiceDesk - Settings - Form Design - Settings|Settings]]
 
*[[Layton ServiceDesk - Settings - Form Design - Settings|Settings]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Request|End User Request]]
+
*[[Layton ServiceDesk - Settings - Form Design - End User Request|End User Request]]
 
*[[Layton ServiceDesk - Settings - Form Design - Analyst Request|Analyst Request]]
 
*[[Layton ServiceDesk - Settings - Form Design - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Copy Request Forms|Copy Request Forms]]
+
*[[Layton ServiceDesk - Settings - Form Design - Copy Request Forms|Copy Request Forms]]
  
 
==Workarounds==
 
==Workarounds==
*[[Layton ServiceDesk™ - Workarounds - Global Reset End User Password|Global Reset End User Password]]
+
*[[Layton ServiceDesk - Workarounds - Global Reset User Password|Global Reset User Password]]
*[[Layton ServiceDesk™ - Workarounds - Global Assign to Specific Analyst Group|Global Assign to Specific Analyst Group]]
+
*[[Layton ServiceDesk - Workarounds - Global Assign to Specific Analyst Group|Global Assign to Specific Analyst Group]]
  
 
=Workflows=
 
=Workflows=
*[[Layton ServiceDesk™ - Workflows - Allowing End Users to Close Requests|Allowing End Users to Close Requests]]
+
*[[Layton ServiceDesk - Workflows - Allowing End Users to Close Requests|Allowing End Users to Close Requests]]
*[[Layton ServiceDesk™ - Workflows - Configuring Automatic Assignment from Incoming Email Using Keywords|Configuring Automatic Assignment from Incoming Email Using Keywords]]
+
*[[Layton ServiceDesk - Workflows - Configuring Automatic Assignment from Incoming Email Using Keywords|Configuring Automatic Assignment from Incoming Email Using Keywords]]
*[[Layton ServiceDesk™ - Workflows - Restricting Analyst Access to Request Types|Restricting Analyst Access to Request Types]]
+
*[[Layton ServiceDesk - Workflows - Restricting Analyst and End User Access to Request Types|Restricting Analyst and End User Access to Request Types]]
*[[Layton ServiceDesk™ - Workflows - Enabling Change Management for End Users|Enabling Change Management for End Users]]
+
*[[Layton ServiceDesk - Workflows - Enabling Change Management for End Users|Enabling Change Management for End Users]]
*[[Layton ServiceDesk™ - Workflows - Set Default Priority for All Requests|Set Default Priority for All Requests]]
+
*[[Layton ServiceDesk - Workflows - Add Solution Tab to End User Request Form|Add Solution Tab to End User Request Form]]
 +
*[[Layton ServiceDesk - Workflows - Set Default Priority for All Requests|Set Default Priority for All Requests]]
 +
*[[Layton ServiceDesk - Workflows - Standard Settings Analyst|Standard Settings Analyst]]
 
*[[Layton ServiceDesk - Workflows - Disabling a Request Class|Disabling a Request Class]]
 
*[[Layton ServiceDesk - Workflows - Disabling a Request Class|Disabling a Request Class]]
*[[Layton ServiceDesk - Workflows - HR New User|HR New User]]
+
*[[Layton ServiceDesk - Workflows - Bulk Change Email Domain|Bulk Change Email Domain]]
 +
*[[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 - 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 04:05, 20 May 2021

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[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

[edit] Troubleshooting

[edit] Table of Contents

Click + Symbol to Expand Menu

[edit] Installation

[edit] Concepts

[edit] Configuring the System

[edit] Using the System

[edit] Using the System (Analyst)

[edit] Using the System (End User)

[edit] Reporting

[edit] Administration Page

[edit] General Settings

[edit] Utilities

[edit] System Settings

[edit] Libraries

[edit] Company Structure

[edit] Data Design

[edit] Global List View

[edit] Form Design

[edit] Workarounds

[edit] Workflows

[edit] Reports

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