Layton Support - User contributions [en]

Layton ServiceDesk - Release Notes - Version 6.6.0

2016-02-01T12:48:04Z

Admin: /* New Features */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes - Version 6.5.9]] [[Layton ServiceDesk™ - Release Notes - Version 6.5.9|Earlier Version]]
=Overview=
ServiceDesk v6.6 is a minor release of the product. '''You must be using ServiceDesk v6.2.0 or later before you can upgrade to the latest version.''' If you are using an earlier version please upgrade by downloading v6.2.0 from the ''Update > Layton ServiceDesk'' menu in the '''[http://client.laytontechnology.com/ Client Support Portal]''' before attempting to upgrade to the latest version.

==Obtaining the Update==
Please log in to the '''[http://client.laytontechnology.com/ Client Support Portal]''' to download the upgrade installer.

==Test Installation==
'''We recommend that you do a [[Layton ServiceDesk™ - Installation - Test Installation|Test Installation]] and upgrade it before committing to updating your live system.'''

==Procedure==
Do not uninstall Layton ServiceDesk prior to upgrading. This is an update, not a full installer.

#Extract the ''lsd660_upgrade'' folder from the archive
#Back up your database
#Stop the IIS Admin service
#Stop the LaytonServiceDesk service
#Run the upgrade installer '''lsd660_upgrade.exe''' inside the ''lsd660_upgrade'' folder. We recommend that you right-click the installer and select ''Run as administrator'' to avoid permission issues.

=New Features=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|65620
|Dynamic Forms
|New feature to streamline the Request-creation process for End Users. End Users choose a Request Type and enter a description of the issue and the system selects the appropriate Request Class.
|-style="vertical-align:top;"
|65943
|Increase Number of Business Rules Priorities
|The potential number of sys_requestpriority criteria has been increased.
|-style="vertical-align:top;"
|65944
|Include Site in Move End User Feature
|'''[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|New feature]]''' for bulk-moving of End Users to a site.
|-style="vertical-align:top;"
|65946
|Take Assignment Redirection Option
|New option to open a Request for which an Analyst has taken assignment instead of going back to the list view.
|-style="vertical-align:top;"
|65947
|Manage Requests When Deleting Users
|Major new method of deleting End Users. Because End Users are associated with Requests, it has not been possible to delete them without first deleting the associated Requests. Now when attempting to delete an End User, you will be able to re-associate the requests with a different End User.
|-style="vertical-align:top;"
|65948
|End User Request Types Restriction
|A new option has been added to End User Security, '''[[Layton ServiceDesk™ - General Settings - Security#End User Parent Request Type|End User Parent Request Type]]''', to only show the first level of Request Types.
|-style="vertical-align:top;"
|66053
|Analysts Not Excluded When Analyst Group Selected
|With ''Show Only Analyst Within Group'' enabled in '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group#Show Only Analyst Within Group|Administration > Company Structure > Manage Analyst Group > GROUP > Settings > Access Restrictions]]''', Analysts were not being excluded from the Analyst dialog on the Request form.
|}

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|65729
|Copy Analyst Settings Not Working
|Some of the settings were not copied when using '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#Copy Settings|the copy feature]]'''.
|}

[[Category:Update Notes]]

File:Wiki.png

2016-01-14T13:15:52Z

Admin: Admin uploaded a new version of "File:Wiki.png"

File:Wiki.png

2016-01-14T13:14:26Z

Admin:

Main Page

2013-03-13T18:46:09Z

Admin: /* Welcome to the Layton Technology Wiki Support Portal */

Layton ServiceDesk - Release Notes - Version 6.3.8.1

2013-02-26T19:18:46Z

Admin: /* Bug Fixes */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.3.8.1 is a minor release of the product. This version introduces several bug fixes and new features to the program. The upgrade can be applied to any version of 6.2.0 or later. Back up your database, stop the IIS Admin service, and run the upgrade installer '''lsd6381_upgrade.exe'''.

=New Features=
*Change 22 - Global List Views - Access Multiple Tables
*Change 25 - Consistancy - Time Spent for Changes & Field Required at Close
*Change 35 - Increase Analyst Access Resrtictions
*Change 37 - ServiceDesk - No Response Time unless a public comment added
*Change 48 - Business Rules
*Change 57 - More email options

=Bug Fixes=
*Bug 30 - Case Statistics by Analyst Report does not properly filter by Analyst Group
*Bug 45 - Turn off help button for end user not working
*Bug 53 - Asset location auto-populate replaces backslash with 'ö0 ' or removes backslash altogether
*Bug 59 - Site Restriction Not applied to Groups
*Bug 60 - Spaces Not Allowed in Request Types
*Bug 65 - Time Spent does not save
*Bug 66 - Cannot change name of priority that has been applied to Tasks
*Bug 70 - User & Analyst Trailing Space Issue
*Bug 71 - Switch Off 'Remember Last Asset'
*Bug 75 - Change Request Type Corruption
*Bug 78 - Priorities with spaces in the name cannot be used to save a problem
*Bug 80 - Comments Path incomplete
*Bug 88 - Attachment saving failed. Detail:Could not find a part of the path 'D:\APPS\Layton ServiceDesk\HB_Data\MailIn\1259\'
*Bug 90 - LSD - Spelling/Grammar Mistakes
*Bug 96 - Email Pending - Conversion to Comment only allows 15 pages
*Bug 107 - ServiceDesk - Problem emails not picking up information
*Bug 112 - Disabled users are still getting emails attached to their accounts when auto-import is turned on
*Bug 117 - Request Class Not Added to End Users
*Bug 121 - Calendar Unusuable by Standard-level Users
*Bug 122 - Analyst availability view not actually showing absences for other users

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes

2013-02-26T19:17:04Z

Admin:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
*'''[[Layton ServiceDesk™ - Release Notes - Version 6.3.8.1|Version 6.3.8.1]]''' (Current)
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.7|Version 6.3.7]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.6|Version 6.3.6]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.2|Version 6.3.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|Version 6.3.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.2|Version 6.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.1|Version 6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.0|Version 6.0]]

Layton ServiceDesk - Release Notes - Version 6.3.8.1

2013-02-26T19:16:30Z

Admin: Created page with "link=Layton ServiceDesk™ - Release Notes Back to List =Upgrading= ServiceDesk ..."

Layton ServiceDesk - Installation - New Installation

2013-02-06T21:32:57Z

Admin:

__FORCETOC__
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
==Installation==
'''Install New Database'''

Install New Database will install a new (blank) Layton ServiceDesk database. This option is generally used when you first install Layton ServiceDesk.
It can also be used to create a second installation of Layton ServiceDesk; however, you cannot install two instances of Layton ServiceDesk on the same computer.
 
 
[http://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip Download the full installer package] and unzip it. Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

'''Note:''' You may need to stop your IIS Services first in order to get a successful installation. When installation is completed re-start all IIS Services. 
 
Click ''Next'': 

[[File:Lsd_install_01.png|link=]] 

Read the licence agreement and click ''I Agree'', then ''Next'': 

[[File:Lsd_install_02.png|link=]] 

By default, a virtual directory called ''Layton ServiceDesk'' will be created under the ''Default Web Site'' in IIS. The application files will be installed in C:\Program Files\Layton Technology\Layton ServiceDesk\. Accept the defaults and click ''Next'' or make changes, then click ''Next''. 

[[File:Lsd_install_03.png|link=]] 

Click ''Next'': 

[[File:Lsd_install_04.png|link=]] 

The installation will commence. When complete, click ''Next'': 

[[File:Lsd_install_05.png|link=]] 
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

==Database Creation==

The Layton ServiceDesk Database Tool will launch. Click ''Install New Database'': 

[[File:Lsd_install_06.png|link=]] 

Click the ''Select'' button next to the Server field. In the Select SQL Server dialog, select a SQL Server from the list, then click the ''Select'' button. This will populate the Server field in the main window. 

[[File:Lsd_install_07.png|link=]] 

Check the ''Use Trusted Connection'' checkbox. This will authenticate as the logged-in user. This user will need to have administrative permissions on the SQL Server to continue. 

[[File:Lsd_install_08a.png|link=]] 

Click the ''Test'' button to test the connection to the SQL Server with the provided details. If successful, a dialog will confirm: 

[[File:Lsd_install_09a.png|link=]] 

If not successful, uncheck the ''Use Trusted Connection'' checkbox and enter a SQL login ID such as ''sa'': 

[[File:Lsd_install_08b.png|link=]] 

Click ''Test'' again: 

[[File:Lsd_install_09b.png|link=]] 

You may need to check [[Layton ServiceDesk™ - Pre-Installation - SQL & Windows Authentication|authentication settings on the SQL Server]]. If you continue to have trouble, ask your SQL admin to debug the authentication issue.

The recommended database name ''LaytonServiceDesk'' is suggested. Change it if desired. Click the ''Install Database'' button. Once complete, a dialog will confirm it: 

[[File:Lsd_install_10.png|link=]] 

Click the ''OK'' button to dismiss the dialog and return to the installer. Click the ''Close'' button to exit. 

[[File:Lsd_install_11.png|link=]] 

==Launching Layton ServiceDesk==
Once installation is completed, a shortcut is created on the desktop. You can now access Layton ServiceDesk from any web browser with access to the server. To test this, launch a web browser on the server and enter the following address:

[http://localhost/laytonservicedesk/login.aspx http://localhost/laytonservicedesk/login.aspx]

The default Analyst login is ''Admin'' with the password ''mib''.

When you first launch Layton ServiceDesk you will be prompted to install a sample database. We recommend you install it to enable you to get a feel for what the application can do.

In addition, there is a sample asset database that can be installed so you can see just how effective Layton ServiceDesk is at working with your IT assets.

Should you have any questions please do not hesitate to contact your local Layton Technology office or visit our support portal at [http://www.laytonsupport.com http://www.laytonsupport.com].

In the event you run into any problems starting Layton ServiceDesk, you can visit the [[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]] section for useful troubleshooting tips.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Main Page

2013-02-04T21:55:34Z

Admin: /* Welcome to the Layton Technology Wiki Support Portal */

Main Page

2013-02-01T15:08:07Z

Admin: /* Welcome to the Layton Technology Wiki Support Portal */

MediaWiki:Sidebar

2013-01-25T15:27:39Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/ServiceDesk_Manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard
** http://laytontechnology.com/docs/AuditWizard_Manual.pdf | AuditWizard (PDF)

* General Support

** Training | Training
** http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/index.php?option=com_rsform&view=rsform&Itemid=148 | Submit Support Request

* Release Notes
** Layton_ServiceDesk™_-_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH
* TOOLBOX

* LANGUAGES

Layton ServiceDesk - Release Notes - Version 6.3.8

2013-01-25T14:26:29Z

Admin: /* New Features */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.3.8 is a minor release of the product. This version introduces several bug fixes and new features to the program. The upgrade can be applied to any version of 6.2.0 or greater. Back up your database, stop the IIS Admin service, and run the upgrade installer '''lsd638_upgrade.exe'''.

=New Features=
*Change 22 Global List Views Access Multiple Tables
*Change 25 Time Spent for Changes & Field Required at Close
*Change 37 No Response Time unless a public comment added
*Change 39017 Option not email depending on Request Type
*Change 40251 Double quote in asset name cannot be selected in LSD

=Bug Fixes=
*Bug 30 Case Statistics by Analyst Report does not properly filter by Analyst Group
*Bug 45 Turn off help button for end user not working
*Bug 53 Asset location auto-populate replaces backslash with 'ö0 ' or removes backslash altogether
*Bug 59 Site Restriction Not applied to Groups
*Bug 60 Spaces Not Allowed in Request Types
*Bug 65 Time Spent does not save
*Bug 66 Cannot change name of priority that has been applied to Tasks
*Bug 70 User & Analyst Trailing Space Issue
*Bug 71 Switch Off 'Remember Last Asset'
*Bug 75 Change Request Type Corruption
*Bug 78 Priorities with spaces in the name cannot be used to save a problem
*Bug 80 Comments Path incomplete
*Bug 88 Attachment saving failed. Detail:Could not find a part of the path 'D:\APPS\Layton ServiceDesk\HB_Data\MailIn\1259\'
*Bug 90 LSD - Spelling/Grammar Mistakes
*Bug 96 Email Pending - Conversion to Comment only allows 15 pages
*Bug 107 ServiceDesk - Problem emails not picking up information

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.3.8

2013-01-25T14:22:18Z

Admin: Created page with "link=Layton ServiceDesk™ - Release Notes Back to List =Upgrading= ServiceDesk ..."

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.3.8 is a minor release of the product. This version introduces several bug fixes and new features to the program. The upgrade can be applied to any version of 6.2.0 or greater. Back up your database, stop the IIS Admin service, and run the upgrade installer '''lsd638_upgrade.exe'''.

=New Features=
*Change 22 Global List Views - Access Multiple Tables
*Change 25 Consistancy - Time Spent for Changes & Field Required at Close
*Change 37 ServiceDesk - No Response Time unless a public comment added

=Bug Fixes=
*Bug 30 Case Statistics by Analyst Report does not properly filter by Analyst Group
*Bug 45 Turn off help button for end user not working
*Bug 53 Asset location auto-populate replaces backslash with 'ö0 ' or removes backslash altogether
*Bug 59 Site Restriction Not applied to Groups
*Bug 60 Spaces Not Allowed in Request Types
*Bug 65 Time Spent does not save
*Bug 66 Cannot change name of priority that has been applied to Tasks
*Bug 70 User & Analyst Trailing Space Issue
*Bug 71 Switch Off 'Remember Last Asset'
*Bug 75 Change Request Type Corruption
*Bug 78 Priorities with spaces in the name cannot be used to save a problem
*Bug 80 Comments Path incomplete
*Bug 88 Attachment saving failed. Detail:Could not find a part of the path 'D:\APPS\Layton ServiceDesk\HB_Data\MailIn\1259\'
*Bug 90 LSD - Spelling/Grammar Mistakes
*Bug 96 Email Pending - Conversion to Comment only allows 15 pages
*Bug 107 ServiceDesk - Problem emails not picking up information

[[Category:Update Notes]]

MediaWiki:Sidebar

2013-01-15T17:19:19Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/laytonservicedesk_v6_manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard

* General Support

** Training | Training
** http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/index.php?option=com_rsform&view=rsform&Itemid=148 | Submit Support Request

* Release Notes
** Layton_ServiceDesk™_-_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH
* TOOLBOX

* LANGUAGES

Main Page

2013-01-10T12:42:21Z

Admin:

MediaWiki:Common.css

2012-10-30T20:45:57Z

Admin:

<head>
.collapseButton { /* 'show'/'hide' buttons created dynamically by the */
float: left; /* CollapsibleTables JavaScript in [[MediaWiki:Common.js]] */
font-weight: 800; /* are styled here so they can be customised. */
text-align: right;
width: auto;
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#ca-history { display: none !important; }
#ca-talk { display: none !important; }

Layton ServiceDesk - Installation - Upgrade Database

2012-10-25T16:18:07Z

Admin: /* Notes */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
==Notes==
The ''Upgrade Database'' option is used to migrate existing HelpBox v5.0.5 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if required in the future. If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from your current HelpBox installation you can skip the following steps and start using Layton ServiceDesk right away, once you have it installed.

Note: You must be running HelpBox v5.0.5 or later to be able to migrate the database to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding. Please contact your local Layton Technology office if you have any questions. Here are links to download either the upgrade or the full version:

[http://www.laytontechnology.com/trialsoftware/HB505s.exe HelpBox 5.0.5 Upgrade]

[http://www.laytontechnology.com/trialsoftware/HBTrial-SQL.zip HelpBox 5.0.5 Full]

Layton ServiceDesk is not an upgrade for HelpBox but a completely new product, as such there is a limitation on what will be retained from HelpBox:

===Database===
All the data in your existing HelpBox database will be retained when you migrate to Layton ServiceDesk, including all request classes. You will be upgrading your database "in place", meaning that the existing HelpBox database will be converted to a Layton ServiceDesk database. It will no longer be usable with HelpBox.

Another approach is to back up the database and restore it as ''LaytonServiceDesk'', thus producing a copy. This is the default name of an empty Layton ServiceDesk database. When the conversion process is complete, your database will have the correct name and your HelpBox database will be untouched.

'''In any event, you must make a backup of your HelpBox database before you migrate.'''

===Form Designs===
When migrating from HelpBox to Layton ServiceDesk, all your current form designs such as Analyst and End User Request forms, Login Screen design layouts and the all the List Views, will be lost. These will be replaced by our default Layton ServiceDesk forms. See the Tips section below for some useful ideas for reproducing your existing HelpBox form designs.

===Reports===
Layton ServiceDesk includes over 100 canned reports. All your existing reports in HelpBox will be replaced with the new reports. Any custom reports you may have created will be lost.

===ActiveDirectory, Email and AuditWizard Databridge Settings===
Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have migrated to Layton ServiceDesk you will need to re-enter any Active Directory, Exchange and AuditWizard database details.

Your existing email bodies in HelpBox can be copied to Layton ServiceDesk if required. Copy the email body XML folder from the HelpBox programs folder to the Layton ServiceDesk email folder. You may need to reformat the email bodies slightly when they are added as the emails in HelpBox are in plain text whereas in Layton ServiceDesk you have the option of using the WYSIWYG editor.

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

==Procedure==
===Preparation===
====If you are migrating from HelpBox to Layton ServiceDesk for the first time====
#Do a [[Layton ServiceDesk™ - Installation - New Installation|new installation]]. When the Database Tool opens, follow the below procedure.
#Copy the contents of ''C:\LaytonHelpBoxSQL\RequestAttach\'' to ''C:\Program Files\Layton Technology\Layton ServiceDesk\HBData\RequestAttach\''.
#Copy any email bodies that you modified and want to keep (stored as XML files) from ''C:\LaytonHelpBoxSQL\EmailBodies\'' to ''C:\Program Files\Layton Technology\Layton ServiceDesk\HBData\EmailBodies\''.

====If you are upgrading from an earlier version of Layton ServiceDesk====
#Back up your database.
#Log into [http://www.laytontechnology.com/index.php?Itemid=94 our website] and download the latest update. Install. When the Database Tool opens, follow the below procedure.

===Upgrade===
Launch the Database Tool and click the ''Upgrade Database'' button: 

[[File:Lsd_upgrade_db_01.png]] 

Click the ''Select'' button next to the Server field. In the Select SQL Server dialog, select a SQL Server from the list, then click the ''Select'' button. This will populate the Server field in the main window. 

[[File:Lsd_upgrade_db_02.png]] 

Check the ''Use Trusted Connection'' checkbox. This will authenticate as the logged-in user. This user will need to have administrative permissions on the SQL Server to continue. Select your HelpBox database in the ''Database Name'' menu. Most likely this will be called ''HelpBox'', which is the default database name: 

[[File:Lsd_upgrade_db_03.png]] 

Click the ''Test'' button to test the connection to the SQL Server with the provided details. If successful, a dialog will confirm: 

[[File:Lsd_upgrade_db_04.png]] 

Click the ''Upgrade Database'' button: 

[[File:Lsd_upgrade_db_05.png]] 

You will be warned that you should have a back-up of your database before proceeding. Confirm that you want to continue at this time: 

[[File:Lsd_upgrade_db_06.png]] 

Click the ''OK'' button to dismiss the dialog and return to the installer. Click the ''Close'' button to exit. 

[[File:Lsd_upgrade_db_07.png]] 

The database will be upgraded and the configuration file will be updated so that Layton ServiceDesk will use the HelpBox database name instead of the default name.

==Tips on Migration==
If you wish to use the default form designs that are installed with Layton ServiceDesk and do not require any existing designs to be replicated from your existing HelpBox installation you can skip the following steps.

If you have customized your HelpBox forms, login screens etc. and would like to keep them the same in Layton ServiceDesk, we recommend you follow these steps:

#Install a clean installation of Layton ServiceDesk
#Configure/customize your new installation of Layton ServiceDesk to match your existing forms, login screens as they appear in your current live HelpBox installation. Once you are happy with how your new installation of Layton ServiceDesk looks, you are now ready to migrate your existing HelpBox database.
#Back up your HelpBoxBox application folder and database.
#Migrate your HelpBox database to Layton ServiceDesk.
#Use the ''Copy Form Design'' option in the Database Tool to copy your newly created design layouts from the first installation of Layton ServiceDesk you installed (where you customized the forms etc) to your newly upgraded HelpBox installation.

By using the the Copy Form Design steps, you can spend as much time as you require to get your new installation of Layton ServiceDesk just right before you need to upgrade. You will also have virtually no downtime whatsoever when you are ready to go live.

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Main Page

2012-10-23T18:36:13Z

Admin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">[[Layton ServiceDesk™ - Release Notes - Version 6.3.7|6.3.7]]</td>
<td width="200">23 October 2012</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">[[AuditWizard™ - Release Notes - AuditWizard 8.3.5.1|8.3.5.1]]</td>
<td width="200">16 October 2012</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://laytontechnology.com/index.php?option=com_content&view=article&id=104&Itemid=103 |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk™|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 Documentation]
|-
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard™ - Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

Main Page

2012-10-23T18:35:50Z

Admin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">[[Layton ServiceDesk™ - Release Notes - Version 6.3.7|6.3.7]]</td>
<td width="200">23 Oct 2012</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">[[AuditWizard™ - Release Notes - AuditWizard 8.3.5.1|8.3.5.1]]</td>
<td width="200">16 Oct 2012</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://laytontechnology.com/index.php?option=com_content&view=article&id=104&Itemid=103 |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk™|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 Documentation]
|-
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard™ - Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

Layton ServiceDesk - Release Notes - Version 6.3.7

2012-10-23T18:35:10Z

Admin: Created page with "link=Layton ServiceDesk™ - Release Notes Back to List =Upgrading= ServiceDes..."

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.3.7 is a minor release of the product. This version introduces several bug fixes and new features to the program. The upgrade can be applied to any version of 6.2.0 or greater. Back up your database, stop the IIS Admin service, and run the upgrade installer '''lsd637_upgrade.exe'''. Once complete, the browser cache must be cleared for proper page display.

=Bug Fixes=
*Bug 23 - End User solutions menu does not provide a scroll bar if the solution is too long.
*Bug 29 - Request is assigned notify end user email sent before email acknowledgement
*Bug 31 - User Defined Date Fields do not function properly on Solutions Menu
*Bug 34 - Failed to save data when saving forms that have had modified status list
*Bug 35 - Auto assignment not working
*Bug 37 - End Users are not receiving email notifications of comments when a ticket is commented on by an analyst via email
*Bug 38 - RLV header column sort hangs in IE
*Bug 41 - Cannot view RadEditor attachments in problem description in email notifications
*Bug 44 - Task Types - need same functionality as Request Types
*Bug 46 - Delete Button Missing For Email Keywords
*Bug 47 - Embedded picture via IMAP not working
*Bug 48 - Manage Analyst Import LDAP(Active Directory) List
*Bug 49 - LDAP Time Out
*Bug 50 - ServiceDesk - Unable to search Requests by User Name For one Username only

[[Category:Update Notes]]

AuditWizard - Release Notes - AuditWizard 8.3.5.1

2012-10-22T19:37:54Z

Admin:

[[File:btn_back_up.png|link=AuditWizard™ - Release Notes]] [[AuditWizard™ - Release Notes|Back to List]]
=Upgrading=
Run the 8.3.5.1 update on the computer where you have AuditWizard installed and follow the prompts. Once the update is completed, you must rebuild and re-deploy the Scanner and Agent (if you are using it) as they have been updated.

'''Notes:'''

*You must be using AuditWizard v8.3.0 or later to upgrade using the update executable patch. If you are running an earlier version of AuditWizard please [http://laytontechnology.com/index.php?option=com_content&view=article&id=8&Itemid=9 contact your local Layton Technology office] to obtain the necessary upgrade instructions from earlier versions.
*Do not uninstall AuditWizard prior to upgrading.
*To download the patch you can log into the [http://www.laytontechnology.com/index.php?Itemid=94 customer support area] on our website.

=Bug Fixes=
*Bug 13 - Assets removed from network view
*Bug 16 - Faulting application AuditAgent.exe not returning audits
*Bug 33 - Audits overwriting asset tag when option is turned off

[[Category:Update Notes]]

MediaWiki:Sidebar

2012-08-23T20:58:54Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/laytonservicedesk_v6_manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard

* General Support
** http://www.laytontechnology.com/index.php?Itemid=94 | Client Login
** Training | Training
** http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/index.php?option=com_rsform&view=rsform&Itemid=148 | Submit Support Request

* Release Notes
** Layton_ServiceDesk™:_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH
* TOOLBOX

* LANGUAGES

MediaWiki:Sidebar

2012-08-23T20:58:40Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/laytonservicedesk_v6_manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard

* General Support
** http://www.laytontechnology.com/index.php?Itemid=94 | Client Login
** Training | Training
** http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/index.php?option=com_rsform&view=rsform&Itemid=148 | Submit Support Request

* Release Notes
** Layton_ServiceDesk™:_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH
no* TOOLBOX

* LANGUAGES

Training

2012-08-23T20:53:12Z

Admin:

== Overview ==
Layton Technology proudly offers training on all our range of products. We offer both Web Based and On Site training services.

 

== Register For Training ==
If you would like pricing, please contact a sales representative at your [http://laytontechnology.com/index.php?option=com_content&view=article&id=8&Itemid=9 local technology office] or via [mailto:Sales@laytontechnology.com?Subject=Training%20Information E-mail]

MediaWiki:Sidebar

2012-08-23T20:52:30Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/laytonservicedesk_v6_manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard

* General Support
** http://www.laytontechnology.com/index.php?Itemid=94 | Client Login
** Training | Training
** http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/index.php?option=com_rsform&view=rsform&Itemid=148 | Submit Support Request

* Release Notes
** Layton_ServiceDesk™:_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH
* TOOLBOX

* LANGUAGES

MediaWiki:Sidebar

2012-08-23T20:52:10Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/laytonservicedesk_v6_manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard

* General Support
** http://www.laytontechnology.com/index.php?Itemid=94 | Client Login
** Training | Training
** http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/support/submit-support-request.html | Submit Support Request

* Release Notes
** Layton_ServiceDesk™:_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH
* TOOLBOX

* LANGUAGES

AuditWizard - Release Notes - AuditWizard 8.3.4

2012-08-23T20:51:17Z

Admin:

[[File:btn_back_up.png|link=AuditWizard™ - Release Notes]] [[AuditWizard™ - Release Notes|Back to List]]
=Upgrading=
Run the 8.3.4 update on the computer where you have AuditWizard installed and follow the prompts. Once the update is completed, you must rebuild and re-deploy the Scanner and Agent (if you are using it) as they have been updated.

'''Notes:'''

*You must be using AuditWizard v8.3.0 or higher to upgrade using the update executable patch. If you are running an earlier version of AuditWizard please [http://laytontechnology.com/index.php?option=com_content&view=article&id=8&Itemid=9 contact your local Layton Technology office] to obtain the necessary upgrade instructions from earlier versions.
*Do not uninstall AuditWizard prior to upgrading.
*To download the patch you can log into the [http://www.laytontechnology.com/index.php?Itemid=94 customer support area] on our website.

=Changes=
*398 Deploy Via MSI Package
*435 AlertMonitor sending multiple email alerts, one for each alert-triggering action
*595 Discovery Overwrites Manually Entered Data
*662 Feature Request Audit Processor Type (32-Bit, 64-Bit)
*910 Custom Report Error - Too Many Items
*966 Feature Request: Audit off-site SNMP devices
*1011 Auditing Hardware Items not properly observing selections
*1049 Alert Monitor Error when clicking Text
*1106 Dashboard not Counting Correctly
*1129 AuditAgent not collecting all hardware information
*1149 Extra File Created by Scanner
*1151 Registry Key Not Created or Updated on XP
*1159 Application Licensing export long software names to Excel fails
*1208 SFTP audit upload failure
*1277 Feature Request: Audit operating system and application data separately
*1281 Audit Now ADF file size growing with subsequent Audit Now's

Main Page

2012-08-23T20:49:46Z

Admin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">[[Layton ServiceDesk™ - Release Notes - Version 6.3.6|6.3.6]]</td>
<td width="200">31 July 2012</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">[[AuditWizard™ - Release Notes - AuditWizard 8.3.4|8.3.4]]</td>
<td width="200">15 May 2012</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://laytontechnology.com/index.php?option=com_content&view=article&id=104&Itemid=103 |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk™|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://laytontechnology.com/index.php?option=com_content&view=article&id=41&Itemid=88 Documentation]
|-
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard™ - Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

MediaWiki:Sidebar

2012-08-23T20:35:41Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/laytonservicedesk_v6_manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard

* General Support
** http://www.laytontechnology.com/index.php?Itemid=94 | Client Login
** Training | Training
** http://www.laytontechnology.com/support/software-support-documentation.html | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/support/submit-support-request.html | Submit Support Request

* Release Notes
** Layton_ServiceDesk™:_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH
* TOOLBOX

* LANGUAGES

MediaWiki:Sidebar

2012-08-23T20:33:24Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™ | Layton ServiceDesk
** http://laytontechnology.com/docs/laytonservicedesk_v6_manual.pdf | Layton ServiceDesk (PDF)
** User_Guide_for_AuditWizard | AuditWizard

* General Support
** http://www.laytontechnology.com/index.php?Itemid=94 | Client Login
** Training | Training
** http://www.laytontechnology.com/support/software-support-documentation.html | Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/support/submit-support-request.html | Submit Support Request

* Release Notes
** Layton_ServiceDesk™:_Release_Notes | Layton ServiceDesk
** AuditWizard™_-_Release_Notes | AuditWizard

* SEARCH

* LANGUAGES

Main Page

2012-08-23T20:28:30Z

Admin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">[[Layton ServiceDesk™ - Release Notes - Version 6.3.6|6.3.6]]</td>
<td width="200">31 July 2012</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">[[AuditWizard™ - Release Notes - AuditWizard 8.3.4|8.3.4]]</td>
<td width="200">15 May 2012</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://laytontechnology.com/index.php?option=com_content&view=article&id=104&Itemid=103 |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk™|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard™ - Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

AuditWizard - Release Notes

2012-08-22T20:19:32Z

Admin:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
*'''[[AuditWizard™ - Release Notes - AuditWizard 8.3.4|AuditWizard 8.3.4]]''' (Current Version)
*[[AuditWizard™ - Release Notes - AuditWizard 8.3.1|AuditWizard 8.3.1]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.3|AuditWizard 8.3.0]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.2.1|AuditWizard 8.2.1]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.2|AuditWizard 8.2.0]]
*[[AuditWizard 8.1.6|AuditWizard 8.1.6]]
*[[AuditWizard 8.1.4|AuditWizard 8.1.4]]
*[[AuditWizard 8.1.3|AuditWizard 8.1.3]]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8120 AuditWizard 8.1.2.0]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8027 AuditWizard 8.0.2.7]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8026 AuditWizard 8.0.2.6]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8014 AuditWizard 8.0.1.4]
*[http://archive.laytontechnology.com/support/aw_release.asp#v714 AuditWizard 7.1.4]

Layton ServiceDesk - Release Notes

2012-08-16T14:44:29Z

Admin:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
*'''[[Layton ServiceDesk™ - Release Notes - Version 6.3.6|Version 6.3.6]]''' (Current)
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.2|Version 6.3.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|Version 6.3.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.2|Version 6.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.1|Version 6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.0|Version 6.0]]

MediaWiki:Sidebar

2011-06-10T20:23:24Z

Admin:

*Main Page
**Mainpage|Main Page

* Online User Guides
** User_Guide_for_Layton_ServiceDesk™|Layton ServiceDesk
** User_Guide_for_AuditWizard|AuditWizard

* General Support
** http://www.laytontechnology.com/index.php?Itemid=94|Client Login
** Training|Training
** http://www.laytontechnology.com/support/software-support-documentation.html|Documentation
** http://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey|Support Chat
** http://laytontechnology.com/support/submit-support-request.html|Submit Support Request

* Release Notes
** Layton_ServiceDesk™:_Release_Notes|Layton ServiceDesk
** AuditWizard™_-_Release_Notes|AuditWizard
** recentchanges-url|Recent Wiki Change

* SEARCH
* TOOLBOX

* LANGUAGES

Main Page

2011-06-10T20:17:48Z

Admin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
Doug Ellis, 
Layton Technology, Inc.
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|6.3.1]]</td>
<td width="200">19 May 2011</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">[[AuditWizard™ - Release Notes - AuditWizard 8.3.1|8.3.1]]</td>
<td width="200">19 May 2011</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://www.laytontechnology.com/download-layton-technology-software.html |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk™|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard™ - Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

Main Page

2011-06-10T20:17:03Z

Admin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
Doug Ellis, 
Layton Technology, Inc.
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|6.3.1]]</td>
<td width="200">19 May 2011</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">[[AuditWizard™ - Release Notes - AuditWizard 8.3|8.3]]</td>
<td width="200">19 November 2010</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://www.laytontechnology.com/download-layton-technology-software.html |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk™|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard™ - Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

Layton ServiceDesk - Release Notes - Version 6.3.1

2011-05-19T18:35:33Z

Admin: Created page with 'TEST'

TEST

Layton ServiceDesk - Release Notes

2011-05-19T18:35:27Z

Admin:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
*'''[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|Version 6.3.1]]''' (Current)
*[[Layton ServiceDesk™ - Release Notes - Version 6.2|Version 6.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.1|Version 6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.0|Version 6.0]]

AuditWizard - Release Notes - AuditWizard 8.3.1

2011-05-19T18:31:10Z

Admin: Created page with 'TEST'

TEST

AuditWizard - Release Notes

2011-05-19T18:30:56Z

Admin:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
*'''[[AuditWizard™ - Release Notes - AuditWizard 8.3.1|AuditWizard 8.3.1]]''' (Current Version)
*[[AuditWizard™ - Release Notes - AuditWizard 8.3|AuditWizard 8.3]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.2.1|AuditWizard 8.2.1]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.2|AuditWizard 8.2.0]]
*[[AuditWizard 8.1.6|AuditWizard 8.1.6]]
*[[AuditWizard 8.1.4|AuditWizard 8.1.4]]
*[[AuditWizard 8.1.3|AuditWizard 8.1.3]]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8120 AuditWizard 8.1.2.0]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8027 AuditWizard 8.0.2.7]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8026 AuditWizard 8.0.2.6]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8014 AuditWizard 8.0.1.4]
*[http://archive.laytontechnology.com/support/aw_release.asp#v714 AuditWizard 7.1.4]

Layton ServiceDesk - Settings - System Settings - Email Server Settings

2011-04-27T19:07:42Z

Admin: /* Standard Configuration */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
=Special Note=
Please consult with your mail-server admin for these details before contacting support. The email system is reliable. The details entered are the only variables.

=Standard Configuration=
We use the industry-standard POP3 and SMTP protocols. For systems where these protocols are disabled, see ''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings#Alternative Configuration|Alternative Configuration]]'' below.

==Incoming==
[[File:Lsd_email_in.png‎]]

===Notes===
*POP3 Server: If not using SSL, this can be the server name or IP address. If using SSL, it must be the same as the SSL certificate name.
*Account: Mail account. We recommend you create an account just for Layton ServiceDesk. The format may or may not include the domain name, depending on how your mail server has been configured.
*Port: Without SSL, the default is ''110''. With SSL, the default is ''995''. Your mail server may be using a different port number.

Click the ''Test Settings'' link to test the settings. If successful, you will be informed.

===Advanced Check===
On the mail server, run the following command using Windows Command Prompt

<blockquote>'''netstat -an'''</blockquote>

Look for ''0.0.0.0:110'' (non-SSL) or ''0.0.0.0:995'' (SSL). The port should have the state ''LISTENING''.

==Outgoing==
[[File:Lsd_emailconf_out.png]]

===Notes===
*SMTP Server: If not using SSL, this can be the server name or IP address. If using SSL, it must be the same as the SSL certificate name.
*Account: Mail account. We recommend you create an account just for Layton ServiceDesk. The format may or may not include the domain name, depending on how your mail server has been configured.
*Display Name: The name that will appear as the Author of the email.
*Port: Without SSL, the default is ''25''. With SSL, the default is ''465''. Your mail server may be using a different port number.
*Email: Specify which outbound account you would like used.
*Reply Email: Specify which account you would like used for replies. This can be, and frequently is, the same as the above Email.
*Auto Import Email Requests: Enable this to have emails received by LSD automatically converted to request tickets.
*Auto Import Email Comments: Enable this to have emails received by LSD automatically added to requests as comments.'''Email subject must include the ticket number to be added as a comment to a ticket.'''

=Alternative Configuration=
It is recommended that POP3/SMTP be used as it is the most reliable configuration we have developed so far. However, in systems where these protocols have been disabled, we offer an alternative configuration via CDO. You will have to ensure that CDO is installed.

Click the Alternative Email Configuration button [[File:Lsd_btn_cdo.png‎]] in the lower-right of the Email Server Settings page.

[[File:Lsd_email_cdo.png‎]]

*Email method: Change to ''CDO''.
*Incoming Drop Folder: By default, this should be ''C:\inetpub\mailroot\drop''. Click the ''Test Settings'' button to test.
*Outgoing Reply Email: Enter the email address you will use for Layton ServiceDesk. Click the ''Test Settings'' button to test. Enter an address (doesn't have to be the same) in the dialog and click the ''OK'' button. If correctly configured, you will get a message saying ''Successfully put mail in the Pickup Folder.'' Check to see that the email arrived.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

File:Lsd emailconf out.png

2011-04-27T19:05:07Z

Admin: uploaded a new version of "File:Lsd emailconf out.png"

File:Lsd emailconf out.png

2011-04-27T18:42:56Z

Admin:

Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface

2010-12-09T13:39:36Z

Admin:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
==End User Basics==
[[File:Fig44.png|right|link=]]
This Chapter focuses on how the End User will use Layton ServiceDesk to log and progress their own Requests. If End Users are not to be given access to the system then the Login screen can be modified using Administration | Form Design | Login to remove End User login and Registration details and this Chapter can be ignored.

Layton ServiceDesk also has an NTLM Auto Logon (Single Sign On) feature which can authenticate with the current logged on user and automatically log them into their home screen without having to enter their username and password each time.

The end user to auto-login you need to run the following URL:

http://servername/laytonservicedesk/euserauto.aspx (where server name is your server name)

For the analyst auto login URL is as follows:

http://servername/laytonservicedesk/userauto.aspx (where server name is your server name)

The user can either save the URL to their favorites, change the path in the Layton ServiceDesk. When the user then selects the link to Layton ServiceDesk, it will no longer prompt them for their user name or password and automatically log them in.

Another alternative option, you can even create a hyperlink on the main login screen that the user can click. This could be a icon or text named Auto-Login for example. When the user lands on the login screen, rather than having to type in their user name or password they can just click the auto-login text/icon and it will auto-log the user into Layton ServiceDesk.

==Login Page==

After selecting the Layton ServiceDesk shortcut or web connection you are then be presented with the Logon screen to enter your user name and password. If you are using the system for the first time and the “Register End User” option is displayed, you can immediately register as a user by selecting that button. Complete the registration details as defined, you may need to enter all fields or only some, and select the ''Save'' button.
 
 

[[File:Fig45.png|center|link=]]
 
<center>'''Figure 45 - End User Self Registration'''</center>
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

==Menu Structure==

When accessing Layton ServiceDesk as an End User you will be presented with the Menu structure at the top of the screen with your default home screen or list view set to “My Open Requests” or the view as defined by the system administrator. The Menu structure is a “cut down” version of the normal Analyst ServiceDesk Menu. The format and content of the screens or pages will have been previously defined by the systems administrator in the FORM DESIGN and GLOBAL LIST VIEWS / ANALYST LIST VIEWS sections.

The Global End User Security settings which determine which menu items will be available to the End User as well as the default End User Home Screen View can be found in '''Administration | General Settings | Security | Global End User Security'''.

Any Menu item can be selected at any time but when creating or editing data unless the “Save” icon or button (if available) is selected then details entered will not be saved. The Menu will contain the following items:

<center>
[[File:Fig46.png]]
 
'''Figure 46 - End User Request List View'''</center>
 

<center>
[[File:Fig47.png]]
 
'''Figure 47 - End User Menu Items'''</center>
 

'''Note''' – All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | Global End User Security'''.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface

2010-12-09T13:38:20Z

Admin:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
==End User Basics==
[[File:Fig44.png|right|link=]]
This Chapter focuses on how the End User will use Layton ServiceDesk to log and progress their own Requests. If End Users are not to be given access to the system then the Login screen can be modified using Administration | Form Design | Login to remove End User login and Registration details and this Chapter can be ignored.

Layton ServiceDesk also has an NTLM Auto Logon (Single Sign On) feature which can authenticate with the current logged on user and automatically log them into their home screen without having to enter their username and password each time.

The end user to auto-login you need to run the following URL:

http://servername/laytonservicedesk/euserauto.aspx (where server name is your server name)

For the analyst auto login URL is as follows:

http://servername/laytonservicedesk/userauto.aspx (where server name is your server name)

The user can either save the URL to their favorites, change the path in the Layton ServiceDesk. When the user then selects the link to Layton ServiceDesk, it will no longer prompt them for their user name or password and automatically log them in.

Another alternative option, you can even create a hyperlink on the main login screen that the user can click. This could be a icon or text named Auto-Login for example. When the user lands on the login screen, rather than having to type in their user name or password they can just click the auto-login text/icon and it will auto-log the user into Layton ServiceDesk.

==Login Page==

After selecting the Layton ServiceDesk shortcut or web connection you are then be presented with the Logon screen to enter your user name and password. If you are using the system for the first time and the “Register End User” option is displayed, you can immediately register as a user by selecting that button. Complete the registration details as defined, you may need to enter all fields or only some, and select the ''Save'' button.
 
 

[[File:Fig45.png|center|link=]]
 
<center>'''Figure 45 - End User Self Registration'''</center>
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

==Menu Structure==

When accessing Layton ServiceDesk as an End User you will be presented with the Menu structure at the top of the screen with your default home screen or list view set to “My Open Requests” or the view as defined by the system administrator. The Menu structure is a “cut down” version of the normal Analyst ServiceDesk Menu. The format and content of the screens or pages will have been previously defined by the systems administrator in the FORM DESIGN and GLOBAL LIST VIEWS / ANALYST LIST VIEWS sections.

The Global End User Security settings which determine which menu items will be available to the End User as well as the default End User Home Screen View can be found in '''Administration | General Settings | Security | Global End User Security'''.

Any Menu item can be selected at any time but when creating or editing data unless the “Save” icon or button (if available) is selected then details entered will not be saved. The Menu will contain the following items:

<center>
[[File:Fig46.png]]
 
'''Figure 46 - End User Request List View'''</center>
 

<center>
[[File:Fig47.png]]
 
'''Figure 47 - End User Menu Items'''</center>
 

'''Note''' – All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | Global End User Security'''.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Main Page

2010-12-02T19:38:13Z

Admin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
Doug Ellis, 
Layton Technology, Inc.
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">[[Layton ServiceDesk™ - Release Notes - Version 6.2|6.2]]</td>
<td width="200">2 December 2010</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">[[AuditWizard™ - Release Notes - AuditWizard 8.3|8.3]]</td>
<td width="200">19 November 2010</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://www.laytontechnology.com/download-layton-technology-software.html |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk™|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard™ - Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

Layton ServiceDesk - Release Notes - Version 6.0.0

2010-09-20T15:21:51Z

Admin:

[[File:btn_back_up.png|link=|link=Layton_ServiceDesk™:_Release_Notes]] [[Layton_ServiceDesk™:_Release_Notes|Back to List]]
=New Features=
Layton ServiceDesk v6 has been completely redeveloped from the ground up and written in the latest ASP.NET language and utilizes many web 2.0 features such as AJAX for a rich user experience. Every module and feature has been carefully designed before being implemented. Layton ServiceDesk v6 has also been redesigned based on direct customer feedback ensuring the product meets their strictest help desk requirements. From installation to configuration through to operation, the whole application is now easier to use, faster and slicker than ever before. There are fewer clicks and a much more logical layout enabling anyone to become a help desk pro in no time at all.

Here is a just a sample of some of the great new features coming soon.

[[File:quick_action.png|link=]]
New User Interface A brand new user interface has been designed to be much more intuitive, requiring fewer clicks to navigate and perform common tasks. A new tabbed menu maximizes screen space whilst giving you immediate access to the most used controls. Menus items have been reorganized and grouped into a much more logical workflow.
 
[[File:performance.png|link=]]
Reliability & Performance Performance and reliability are unparallel throughout the whole application. Layton ServiceDesk v6 has been redeveloped from the ground up and written in the latest ASP.NET and utilizes AJAX for a rich user experience.
 
[[File:padlock.png|link=]]
Fort Knox Security Since Layton ServiceDesk v6 is a web-based help desk solution, security is paramount. For complete peace of mind Layton ServiceDesk v6 has many new security measures to ensure your data remains safe and secure.
 
[[File:ITIL.png|link=]]
Layton ServiceDesk v6 Includes New ITIL Features Dedicated Problem & Change Management functions. With the addition of these two new functions Layton ServiceDesk will be a complete ITIL help desk solution. The Problem & Change forms will have standard system fields, however, as with most Layton ServiceDesk forms you have the luxury to be able modify the layout and add any number of user defined fields as may be required.
 
[[File:Calendar.png|link=]]
All New Calendar and Scheduling The all new Calendar gives you the ability to see your assigned tasks, call back reminders and appointments in daily, weekly or monthly views. The multiple resource view easily allows you to see the schedule information for multiple Analysts.
 
[[File:Dashboard.png|link=]]
New Dashboard A new drillable dashboard with graphs and charts enables you to see at glance all your key service desk data. Interchangeable charts so you can choose which data to view and clicking on any chart will drill down into the data. Quick links and short cuts takes you to your most important data in a single click.
 
[[File:forms.png|link=]]
Full Customizable Drag and Drop Form Design Layton ServiceDesk v6 has not lost any of its unique customizability features; in fact we’ve added even more customizability such as colour pickers, easy uploading and browsing of images and all new themes, so you can choose from one of our many out of the box colour themes that best suits your corporate image.
 
[[File:database.png|link=]]
Web Services Web service enables you to connect to any external database such as AuditWizard Network Inventory software. No more databridges, just point to your database and connect, it’s as simple as that. In additional, you can connect to multiple active directories.
 
[[File:recurring.png|link=]]
Recurring Tasks This facility will allow for the scheduling of recurring tasks which will be automatically created and assigned at the specified intervals. This is a very useful feature for routine maintenance tasks.
 
[[File:knowledge.png|link=]]
New Solution Base An all new solution base enables you to categorize your knowledge base into a logical tree order for easier viewing with the addition of a quick search option.
 
[[File:email.png|link=]]
Redesigned Email Integration Email integration has been completely redesigned for seamless integration with your exchange server with unmatched reliability and ease of use. Integrate with Exchange 2003, 2008 and even 2010 utilizing POP3 and SMTP.
 
[[File:Reports.png|link=]]
New Reporting All brand new reporting engine with graphs and charts. Customisable reports, schedule reports and much more!
 
[[File:Filter.png|link=]]
Smart Filters New smart filters are used throughout the application on nearly all grid views so you can quickly filter and sort your data with just a click. Drag and drop columns in any order or even add and remove columns as you need.
 
[[File:Costing.png|link=]]
Costing Module The new costing module will provide you with the ability to manually add charges related to the requests, problems and changes. You will be able to add multiple labour and item charges to a single transaction.
 
[[File:wysiwyg.png|link=]]
WYSIWYG Editors Make your comments pop-out with new WYSIWYG Editors for all forms. You can choose to enable or disable as required.
 
[[File:IE.png|link=]][[File:FireFox.png|link=]][[File:Chrome.png|link=]][[File:Safari.png|link=]]
Multi-Browser Support You can now use Layton ServiceDesk v6 and all the administration features such as drag and drop using any of the major browsers.
The above features are a few highlights and just a start of what you can expect to see soon in Layton ServiceDesk v6. We are working hard to bring you the best a help desk can offer. We are really excited about the all new Layton ServiceDesk v6 web based help desk software. No other help desk solution can offer the customizability, flexibility and features Layton ServiceDesk gives you at a surprisingly low cost.
[[File:btn_back_up.png|link=|link=Layton_ServiceDesk™:_Release_Notes]] [[Layton_ServiceDesk™:_Release_Notes|Back to List]]

Main Page

2010-09-07T17:28:29Z

Admin:

<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
__NOTOC__
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal for your product, be that User guides, User Forums, Release Notes or access to our Secure Customer Area to download the latest product updates, it's all here in one convenient place. Remember to bookmark this page and save it to your favorites.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site.
 
Doug Ellis, 
Layton Technology
 
[[File:black_line.png]]
 
[[File:button.png |link=http://www.laytontechnology.com/download-layton-technology-software.html |center|Download a Trial]]
|}
</td>
<td width="30%">
{| border="0" class="collapsible collapsed"
|
<h4 align="left">User Guides</h4>
<h6 align="left">Click ( + ) sign to expand.</h6>
{| border="0"
! height="26" align="left" |  [[User Guide for Layton ServiceDesk|Layton ServiceDesk™]]
|}
|-
|
*[[Layton ServiceDesk™ - Architecture|Architecture]]
|-
|
*[[Layton ServiceDesk™ - Installation Procedure|Installation]]
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
|-
|
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - System Configuration|Configuring the System]]
|-
|
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
|-
|
*[[Layton ServiceDesk™ - Endusers|Endusers]]
|-
|
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
|-
|
*[[Layton ServiceDesk™ - Data Design|Data Design]]
|-
|
*[[Layton ServiceDesk™ - Form Design|Form Design]]
|-
|
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
|-
|
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
|-
|
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
|-
|
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
|-
|
*[[Layton ServiceDesk™ - Surveys|Surveys]]
|-
|
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
|-
|
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Using Layton ServiceDesk (Analyst)|Using Layton ServiceDesk (Analyst)]]
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
|-
|
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Using Layton ServiceDesk (End User)]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Utilities|Utilities]]
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
|-
|
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
|-
|
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
|-
|
*[[Layton ServiceDesk™ - Purging|Purging]]
|-
|
*[[Layton ServiceDesk™ - Export Data|Export Data]]
|-
|
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|-
|}
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Reporting|Reporting]]
|-
|
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
|-
|
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
|-
|
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|-
|}
|-
! height="26" align="left" |  [[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}
|-
! height="26" align="left" |  [[Layton ServiceDesk™ - Appendix A - SQL Connection|Appendix A - SQL Connection]]
|-
|}
{| border="0" class="collapsible collapsed"
! height="26" align="left" |  [[User Guide for AuditWizard|AuditWizard™]]
|-
|
{| border="0" class="collapsible collapsed"
! height="26" align="left" |  [[Pre-Installation|Pre-Installation]]
|-
|
*[[Installation|Installation]]
|-
|
*[[Activation|Activation]]
|-
|
*[[AuditWizard-Clean Reinstallation|Clean Reinstallation]]
|}
|}
{| border="0" class="collapsible collapsed"
|
{| border="0"
! height="26" |  [[User Guide for DeviceShield|DeviceShield™]]
|}

 

{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}

 

{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk v6|Layton ServiceDesk v6]]
|-
| height="26" width="100 align="left" | [[AuditWizard 8.1.6|AuditWizard 8.1.6]]
|-
| height="26" width="100 align="left" | [[DeviceShield 3.3.0|DeviceShield 3.3.0]]
 
[[Archive|Archives]]
|}
</td>
</tr>
</table>

Main Page

2010-09-07T17:10:31Z

Admin:

<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
__NOTOC__
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal for your product, be that User guides, User Forums, Release Notes or access to our Secure Customer Area to download the latest product updates, it's all here in one convenient place. Remember to bookmark this page and save it to your favorites.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site.
 
Doug Ellis, 
Layton Technology
 
[[File:black_line.png]]
 
[[File:button.png |link=http://www.laytontechnology.com/download-layton-technology-software.html |center|Download a Trial]]
|}
</td>
<td width="30%">
{| border="0" class="collapsible collapsed"
|
<h4 align="left">User Guides</h4>
<h6 align="left">Click ( + ) sign to expand.</h6>
{| border="0"
! height="26" align="left" |  [[User Guide for Layton ServiceDesk|Layton ServiceDesk™]]
|}
|-
|
*[[Layton ServiceDesk™ - Architecture|Architecture]]
|-
|
*[[Layton ServiceDesk™ - Installation Procedure|Installation]]
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
|-
|
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - System Configuration|Configuring the System]]
|-
|
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
|-
|
*[[Layton ServiceDesk™ - Endusers|Endusers]]
|-
|
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
|-
|
*[[Layton ServiceDesk™ - Data Design|Data Design]]
|-
|
*[[Layton ServiceDesk™ - Form Design|Form Design]]
|-
|
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
|-
|
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
|-
|
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
|-
|
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
|-
|
*[[Layton ServiceDesk™ - Surveys|Surveys]]
|-
|
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
|-
|
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Using Layton ServiceDesk (Analyst)|Using Layton ServiceDesk (Analyst)]]
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
|-
|
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Using Layton ServiceDesk (End User)]]
|-
|
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Utilities|Utilities]]
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
|-
|
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
|-
|
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
|-
|
*[[Layton ServiceDesk™ - Purging|Purging]]
|-
|
*[[Layton ServiceDesk™ - Export Data|Export Data]]
|-
|
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|-
|}
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - Reporting|Reporting]]
|-
|
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
|-
|
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
|-
|
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|-
|}
|-
! height="26" align="left" |  [[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|-
|
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  [[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}
|-
! height="26" align="left" |  [[Layton ServiceDesk™ - Appendix A - SQL Connection|Appendix A - SQL Connection]]
|-
|}
{| border="0" class="collapsible collapsed"
! height="26" align="left" |  [[User Guide for AuditWizard|AuditWizard™]]
|-
|
*[[AuditWizard--Installation Overview|Installation Overview]]
|-
|
*[[Pre-Installation|Pre-Installation]]
|-
|
*[[Installation|Installation]]
|-
|
*[[Activation|Activation]]
|-
|
*[[AuditWizard-Clean Reinstallation|Clean Reinstallation]]
|}

{| border="0" class="collapsible collapsed"
|
{| border="0"
! height="26" |  [[User Guide for DeviceShield|DeviceShield™]]
|}

 

{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}

 

{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk v6|Layton ServiceDesk v6]]
|-
| height="26" width="100 align="left" | [[AuditWizard 8.1.6|AuditWizard 8.1.6]]
|-
| height="26" width="100 align="left" | [[DeviceShield 3.3.0|DeviceShield 3.3.0]]
 
[[Archive|Archives]]
|}
</td>
</tr>
</table>

Layton ServiceDesk - Configuring the System - Form Design

2010-08-30T12:51:51Z

Admin: /* HTML Editor */

== Form Design ==
All key forms or screens displayed by the system are user configurable. This means that field names or labels can be changed, fields moved around using “drag and drop” technique and database fields removed or added as required.
 
New data fields you wish to add to a form should have been created previously using DATA DESIGN. The following is the list of all forms that can be amended using Administration | Form Design and what they are used for:
 
<center>
{| class="wikitable" border="1"
|-
! style="background:#efefef;" | Field
! style="background:#ffdead;" | Description
|-
| Copy Request Forms
| Allows you to copy a form from another Request Class to expedite the form designing process.
|-
| Banner
| Defines the Banner as shown at the top of the screen.
|-
| Admin Banner
| Defined the Banner as shown at the top of the Administration screen.
|-
| Survey
| Defines the Survey form.
|-
| Task
| Defines the Task form for actions either associated with Requests, Problems, Changes, Recurring Tasks or freestanding.
|-
| End User Request
| Used by the End User to log Requests. '''Note - If you have multiple request classes defined. A separate form is designable for each Request Class that is defined.'''
|-
| Analyst Request
| Request form used by the Analyst to log and progress Requests. '''Note - If you have multiple request classes defined. A separate form is designable for each Request Class that is defined.'''
|-
| Spawned Request
| Spawned Request form used by the Analyst to log and progress Spawned Requests. '''Note - If you have multiple request classes defined. A separate form is designable for each Request Class that is defined.'''
|-
| Problem
| Defines the Problem form used by Analysts for logging and processing Problems. '''Note - The Problem form will only be available if the Problem & Change function is enabled in Administration | System Settings | Application Settings.'''
|-
| Change
| Defines the Change form used by Analysts for logging and processing Change Requests. '''Note - The Change form will only be available if the Problem & Change function is enabled in Administration | System Settings | Application Settings.'''
|-
| Analyst
| Defines the Analysts Attributes for creating / amending Analysts.
|-
| End User
| Defines the End User attributes for creating/amending End Users.
|-
| Company
| Defines the Company form. '''Note - The Company form will only be available if the Company Level option is enabled in Administration | System Settings | Application Settings.'''
|-
| Site
| Defines the Site form.
|-
| Department
| Defines the Solution form used when creating and displaying Solutions.
|-
| Solutions
| Spawned Request form used by the Analyst to log and progress Spawned Requests. '''Note - If you have multiple request classes defined. A separate form is designable for each Request Class that is defined.'''
|-
| Login
| Allows you to change the format of the Layton ServiceDesk™ logon screen.
|-
| Login End User
| Allows you to change the format of the Layton ServiceDesk™ End User logon screen.
|-
| Login Analyst
| Allows you to change the format of the Layton ServiceDesk™ Analyst logon screen.
|-
| Priority / SLA
| Used for defining the Priority / SLA details: times and escalation process.
|-
| Register End User
| Details of what the End User should enter to Register themselves.
|-
| Search Request
| Search parameters for finding and displaying Requests.
|-
| Search Task
| Search parameters for finding and displaying Tasks.
|-
| Search Problem
| Search parameters for finding and displaying Problems.
|-
| Search Change
| Search parameters for finding and displaying Changes.
|-
| Search Survey
| Search parameters for finding and displaying Surveys.
|-
| Search End Users
| Used to search for End Users when logging a new Request or editing.
|-
| Search End User Req
| Search parameters for finding and displaying End User Requests to the End Users.
|}
 
'''Figure 7 - List of Designable Forms'''
</center>
 
Each form is edited in the same way. Dragging the small square handle at the top left of each object moves the location of field labels, field positions, buttons and icons. Any object; label, field, drop down list or image, can be displayed and amended by selecting the object and amending the properties of that object. The example in Figure 8 shows the Analyst Request form as displayed in the form design mode.

<center>[[File:Fig8.png]]
 
'''Figure 8 - Analyst Request Form Design'''</center>
 

A Toolbar is provided to define new objects for the form by adding labels, new user defined fields, drop down lists, system fields, read only fields, hyperlinks and images. Additional Toolbar icons provide Page Properties, Preview Mode, Snap to Grid and Exit. The Toolbar is originally positioned on the right side of all forms but can be moved to anywhere on the form by dragging the top of the Toolbar. Position the mouse over each Toolbar icon to see the various options. See Figure 9 for details.
 
*'''Note: The form is automatically saved immediately each time you make a change, so there is no Save button for changes to any form.'''
 
'''Please also note that any changes to the forms take immediate effect and are visible to users of the system as and when the changes are made.'''
 
=== Using the Form Design Toolbar ===
 
==== Toolbar Overview ====
 
Select the form you wish to modify from the Form Design menu. The floating Toolbar (see Figure 9) provides you with access to the different form elements and properties.
 
User Field, System Field and Drop Down Lists are all data bound elements that input data to fields in the bound table. Labels are static text on the form. Images allow static images to be placed on the form and Page properties affect the back color of the form.

<center>[[File:Fig9.png]]
 
'''Figure 9 - Design Toolbar'''</center>
 

==== Label Elements ====

Although static text, label elements can be made to display system terms as defined in the Application Terms section. To make a label display a system term specify the term inside {{ }} in the label value property of the label. When displayed on the form the bracketed term will be replaced with the system term.

For example:

<nowiki>{{user}}</nowiki> ‐ Analyst 
<nowiki>{{enduser}}</nowiki> ‐ End User 
<nowiki>{{request}}</nowiki> ‐ Request 
<nowiki>{{requesttype}}</nowiki> ‐ Request Type 

A full list of system terms are defined in the Application Terms section.

==== Defining a New Field ====
 
To add a new field label, select the Add Label icon from the toolbar and set the properties and press “Save”. The field label will now appear at the top left corner of the screen. Simply grab the small square handle at the top left corner of the label and drag the label to the required position on the form.
 
The “Snap to Grid” icon on the Toolbar is used to define the number of pixels between position settings on the form and helps with the alignment of fields and labels. The pixel setting is defined in '''Administration | Form Design | Settings'''.
 
Now select one of the icons to add the required data field, either:
 
*'''Add User Data Field''' ‐ user defined fields, must previously have been added using DATA DESIGN.
*'''Add System Field''' – pre defined system fields available for this form.
*'''Add Drop Down List''' – any pre defined Drop Down List which is then applied to a user data field.
Whichever option is selected they all act in the same way. Select the required data field from the DB Field pick list and set the required properties (see Figure 13 - Summary of Form Objects). Then select “Save” to return the form design screen.
*'''Add Read-Only''' – provides support for adding display only fields from other tables on the form being designed. Read-Only fields will appear as labels on the form.
 

==== Editing Objects ====

Any object; labels, data fields or button images, can be amended by simply selecting the object within the form. The properties of that object will be displayed for you to edit as required and select “Save” to return to the form design screen.

==== Adding Images ====

You can add static images to forms by selecting the Add Image button on the Toolbar. This will launch a pop up control which allows you to browse to the image location (see Figure 10 below). All Layton ServiceDesk images are held in the Application Images folder and it is recommended that any custom user images be placed in the Application_Images/User sub-folder.

<center>[[File:Fig10.png]]
 
'''Figure 10 - Adding Images'''</center>
 

To add upload an image to the User images folder click on the User folder location and then click on the Upload button in the menu. This will display another window where you can browse to the image location. Once the image location has been specified click the upload button and the image will be uploaded into the User folder. To select the image double click on the image name.
 
Each element on the Form has a layer order. You have the ability with images to bring them to the front of the layer or send them to the back of the layer. Sending them to back will cause the image to appear behind other elements. Bringing it to the front will cause the image to appear in front of other elements. By using the Maintain Layer option the image layer is left where it is. To change the layer details click on the image to view the image properties.
 

==== Adding Hyperlinks ====

Hyperlinks can be added to any form by clicking the Add Hyperlink icon. Hyperlinks allow you to create links to external documents or applications and also be able to pass the values of form fields as a query string in the URL. For example a hyperlink in the request form can be made to link to an external web application and pass in the value of the sys_request_id field in its query string. Hyperlinks can be made to display in three ways; in a new window, replacing the entire Layton ServiceDesk™ view or display the linked document in the current frame.
 
Although static text by default, hyperlinks can be made to display system terms as defined in the system configuration section. To make a hyperlink display a system term specify the term inside {{ }} in the hyperlink caption property. When displayed, the bracketed term will be replaced with the system term.
 
'''Available Terms Are:'''
 
<nowiki>{{user}}</nowiki> - Analyst 
<nowiki>{{enduser}}</nowiki> - End User 
<nowiki>{{request}}</nowiki> - Request 
<nowiki>{{requesttype}}</nowiki> - Request Type 
<nowiki>{{solution}}</nowiki> - Solution 
<nowiki>{{eclient}}</nowiki> - Department 
<nowiki>{{action}}</nowiki> - Action 
<nowiki>{{actiontype}}</nowiki> - Action Type 
<nowiki>{{priority}}</nowiki> - Priority 
<nowiki>{{site}}</nowiki> - Site 
<nowiki>{{company}}</nowiki> - Company 
 
The hyperlink URL property tells the hyperlink the document to link to. The Target property tells the system how to display it.
 
By setting the target to "New Window", the document will be displayed in a new window. "Replace" will cause the linked document to replace the Layton ServiceDesk™ Application. "In Frame" will display the linked document in the current frame.
 
The hyperlink URL property can be specified to pass dynamic querystrings to the linked document. This can be very powerful as it can allow Layton ServiceDesk™ to talk to external applications. To make a hyperlink URL carry Layton ServiceDesk™ form values specify the fieldname inside [[]] in the hyperlink URL property.
 
When linked, the bracketed field will be replaced with the field value.
 
For Example the URL property of a hyperlink put onto the Analyst’s Request form:
 
*'''<nowiki> myownwebapp.asp?request=[[sys_request_id]]</nowiki>'''
 
Might be passed as: 
*'''<nowiki>myownwebapp.asp?request=77</nowiki>'''
 

==== HTML Editor ====
The HTML editor tool provides for easy WYSIWYG HTML formatting and includes a range of functions such as Spell Checking and adding Hyperlinks. The HTML editor control is designed to be used with large text fields such as the Problem Description and Solution Description fields. If you have created your own user defined text field and would like to apply the HTML editor control to your field then in the Form Design section click on your user defined field and in the field properties section select the HTML Editor radio button and specify the Editor Width and Height (in pixels). The minimum recommended size is 600 x 300 pixels.
 
Once the HTML editor has been added to the form it can be dragged to the required position on the form like any other field by selecting the handle on the top left of the field. Please note that to protect users' private information, unprivileged scripts cannot invoke the Cut, Copy, and Paste commands in the Mozilla, Safari / Chrome and Opera rich text editor, so the corresponding buttons will not work. You can cut and paste content in Firefox, Safari /chrome and Opera only using the Ctrl+X and Ctrl+V shortcut or the Paste from Word dialog. You can also paste content from the browsers menu: Edit -> Paste.
 
See Figure 11 below for a sample of the HTML editor control.

<center>[[File:Fig11.png]]
 
'''Figure 11 - HTML Editor Control'''</center>

==== Web Tab ====
 
The Web Tab feature provides for the quick and easy viewing of items such as Tasks, Comments and Attachments, without having to click through to another page. The Web Tab is available on the following forms:
 
*Analyst Request
*End user Request
*Spawn Request
*Problem
*Change
*Solution
*End User Solution
 

<center>[[File:Fig12.png]]
 
'''Figure 12 - Web Tab Display'''</center>
 
On these forms the following system buttons, system fields and user defined fields can be added or removed from the Web Tab:
 
'''Analyst Request & Spawn Request Forms:''' 
Problem Description (sys_problemdesc) 
Solution Description (sys_solutiondesc) 
Comments Button 
Tasks Button 
Attachments Button 
Reminder Button 
Costs Button 
Links Button 
History Button 
 
'''End User Request''' 
Problem Description (sys_problemdesc) 
Solution Description (sys_solutiondesc) 
Comments Button 
Attachments Button 
 
'''Problem Form''' 
Problem Description (sys_problem_description) 
Problem Cause (sys_problem_cause) 
Solution Description (sys_solution_description) 
Comments Button 
Tasks Button 
Attachments Button 
Reminder Button 
Costs Button 
Links Button 
History Button 
Change Form 
Change Description (sys_change_description) 
Change Impact (sys_change_impact) 
Change Implementation (sys_change_implementation) 
Change Rollback (sys_change_rollback) 
Comments Button 
Tasks Button 
Attachments Button 
Reminder Button 
Costs Button 
Links Button 
History Button 
 
'''Solution Form''' 
Problem Description (sys_problemdesc) 
Solution Description (sys_solutiondesc) 
 
Items can be removed from the web tab by selecting the settings link under the relevant tab and un-checking the “Show on Tab” check box. Once removed from the Web Tab the item can be moved to the required location on the form by dragging the handle of the field in the top left corner. If the field is not visible on the form after removing it from the web tab it may be hidden behind the Web Tab. Simply drag the whole Web Tab aside to reveal the field which you can then move to the required location.
To set the properties of the Web Tab click on the “Tabs” text in the top left hand corner of the Web Tab. You can set the font and font size of the tab labels and the height and width of the Web Tab.
 
If you do not wish to use the Web Tab and would prefer to have all buttons and fields displayed independently on the form, remove all fields from the Web Tab as described above and then click on the Page Properties icon and un-check the Show Tab option.
 

==== Summary of Form Objects ====

 <center>[[File:Fig13-1.png]] 
[[File:Fig13-2.png]]
 
'''Figure 13 - Summary of Form Objects'''</center>

Layton ServiceDesk™ - Using Layton ServiceDesk (Analyst)

2010-08-13T19:05:47Z

Admin:

[[Layton ServiceDesk™ - System Access and Menu|Next Page - System Access and Menu]]

Having configured Layton ServiceDesk™ to your requirements, or maybe you are using the default settings, this Section will now show you how to use Layton ServiceDesk™. You should have already read the "System Concepts And Terminology" section.

[[Layton ServiceDesk™ - System Access and Menu|Next Page - System Access and Menu]]