Layton Support - User contributions [en]

Layton ServiceDesk - FAQ - NTLM (Auto) Login

2013-03-12T02:19:24Z

Jlangston: /* End User NTLM Settings */

Layton ServiceDesk™ also offers NTLM Auto Logon (Single Sign On) which will authenticate using the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.
NTLM is automatically enabled following an LDAP import – default is to ‘ON’
The Login screen can be modified using Administration | Form Design | Login to remove End User login and Registration links if NTLM is to be used across the board.

For NTLM to work correctly, you must ensure that the domain login and the ServiceDesk user name are the same. When Layton ServiceDesk finds a match on the username, it will allow the user to log into Layton ServiceDesk utilizing their SSO Token.

=URLs for NTLM Auto Logon=
*End User: NTLM login URL is: http://servername/laytonservicedesk/euserauto.aspx
*Analysts: NTLM login URL is: http://servername/laytonservicedesk/userauto.aspx

Users can either save the URL to their favorites or create a shortcut.

When the user then selects the link to Layton ServiceDesk, it will no longer prompt them for their user name or password and will automatically log them in.

Alternatively, you can create a link on the initial login screen that points to an NTLM login URL. When the user lands on the login screen, rather than having to type in their credentials, they can simply click the auto-login text/icon and it will log the user into Layton ServiceDesk using NTLM.

=End User NTLM Settings=
NTLM logon can be disabled or enabled and will over-ride the default if set as below: 
Admin Site Map > Company Structure > Manage End User > Click the required User 

=Analyst NTLM Settings=
NTLM logon can be disabled or enabled and will over-ride the default if set as below: 
Admin Site Map > Company Structure > Manage Analyst > Settings 

=Post-NTLM Login Redirection=

You can redirect a user to any page after authentication by appending the following to the end of either of the NTLM login URLs.
*<pre>?fwd=<your URL here></pre>
*e.g. <pre>http://SERVERNAME/LaytonServiceDesk/EUserauto.aspx?fwd=http://SERVERNAME/LaytonServiceDesk/EReqInfo.aspx?sys_request_id=7153</pre>

User Guide for Layton ServiceDesk

2013-03-05T23:08:26Z

Jlangston: /* FAQs */

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
'''Introducing the all-new Layton ServiceDesk'''

Layton ServiceDesk is an all new web-based ITIL help-desk system. Rewritten from the ground up and incorporating the very latest web 2.0 technology such as AJAX, Layton ServiceDesk offers unparallel levels of customizability.

Every feature and module has been carefully designed before being implemented. Hundreds of new features are included, from all new ITIL Problem and Change Management through to powerful reporting and analysis.

Layton ServiceDesk is so configurable that it can be whatever you want it to be, whether you're managing your internal end users, supporting external companies or offering a product or service, Layton ServiceDesk can do it all, right out of the box! There is no need to purchase additional modules or time consuming installation and training. Layton ServiceDesk delivers powerful web-based help-desk technology at a fraction of the cost of other systems.

Layton ServiceDesk will streamline your support operations to ensure you deliver exceptional customer service for a lower cost and even less effort.

*Significantly reduce costs
*Deliver exceptional customer service and support
*Save time with less effort
*Streamline support operations 

Layton ServiceDesk will have your operations running smoothly in no time at all. Whether automating daily support tasks, monitoring and managing the delivery of IT services, generating request logs, or tracking troublesome incidents, Layton ServiceDesk can do it all!

The better help desk. It’s all included, right out of the box!
 
<hr>
===FAQs===
*[[NTLM Login FAQ]]
*[[User Deletion FAQ]]
*[[Emailed Comment FAQ]]
 
<hr>

=== Table of Contents ===

''Click '''+''' Symbol to Expand Menu''

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk™ - System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation Procedure]]
{| class="collapsible expanded"
|-
!align="left"|Database Installation Tool
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton_ServiceDesk™_-_Installation_-_Upgrade_Database|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible expanded"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible expanded"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Introduction|Introduction]]
*[[Layton ServiceDesk™ - Configuring the System - Analyst, Analyst Groups & CAB Groups|Analyst, Analyst Groups & CAB Groups]]
*[[Layton ServiceDesk™ - Configuring the System - End Users|End Users]]
*[[Layton ServiceDesk™ - Configuring the System - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Configuring the System - 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 expanded"
|-
!align="left"|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 expanded"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging a New Request (End User)]]
|}
{| class="collapsible expanded"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible expanded"
|-
!align="left"|Settings
|-
|
{| class="collapsible collapsed"
|-
!align="left"|General Settings
|-
|
*[[Layton ServiceDesk™ - General Settings - Request Settings|Request Settings]]
*[[Layton ServiceDesk™ - General Settings - Problem Settings|Problem Settings]]
*[[Layton ServiceDesk™ - General Settings - Change Settings|Change Settings]]
*[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]
*[[Layton ServiceDesk™ - General Settings - Business Rules|Business Rules]]
*[[Layton ServiceDesk™ - General Settings - Security|Security]]
*[[Layton ServiceDesk™ - General Settings - Survey|Survey]]
*[[Layton ServiceDesk™ - General Settings - Default Closed Periods|Default Closed Periods]]
*[[Layton ServiceDesk™ - General Settings - Default Working Hours|Default Working Hours]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - Utilities - LDAP Import End User|LDAP (Active Directory) Import End User]]
*[[Layton ServiceDesk™ - Utilities - Import Analyst (LDAP)|LDAP (Active Directory) Import Analyst]]
*[[Layton ServiceDesk™ - Utilities - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Utilities - Purging|Purging]]
*[[Layton ServiceDesk™ - Utilities - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Utilities - Clear Down Database|Clear Down Database]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|System Settings
|-
|
*[[Layton ServiceDesk™ - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Database Connection|Application Database Connection]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Terms|Application Terms]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Font|Application Font]]
*[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - AuditWizard|AuditWizard]]
*[[Layton ServiceDesk™ - Settings - System Settings - License Information|License Information]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Libraries
|-
|
*[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Statuses|Request Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Templates|Request Templates]]
*[[Layton ServiceDesk™ - Settings - Libraries - Task Types|Task Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Libraries - Problem Statuses|Problem Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Statuses|Change Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Types|Change Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Request Types|Change Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Services|Services]]
*[[Layton ServiceDesk™ - Settings - Libraries - Impact|Impact]]
*[[Layton ServiceDesk™ - Settings - Libraries - Urgency|Urgency]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]
*[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]
*[[Layton ServiceDesk™ - Settings - Libraries - Drop Down Lists|Drop Down Lists]]
*[[Layton ServiceDesk™ - Settings - Libraries - Brands|Brands]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Company Structure
|-
|
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst|Manage Analyst]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Manage Analyst Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Department|Manage Department]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site|Manage Site]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Company|Manage Company]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage CAB Group|Manage CAB Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Data Design
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Task Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Request Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Problem Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Change Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Analyst Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|End User Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Company Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Department Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Site Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Solution Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Priority Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Survey Data]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Global List View
|-
|
*[[Layton ServiceDesk™ - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Task|Default Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Select End User|Default Select End User]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Task|End User Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Problem|Default Problem]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Change|Default Change]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Form Design
|-
|
*[[Layton ServiceDesk™ - Settings - Form Design - Task|Task]]
*[[Layton ServiceDesk™ - Settings - Form Design - Problem|Problem]]
*[[Layton ServiceDesk™ - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst|Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User|End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Company|Company]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site|Site]]
*[[Layton ServiceDesk™ - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login|Login]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login Analyst|Login Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login End User|Login End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Register End User|Register End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Form Design - Survey|Survey]]
*[[Layton ServiceDesk™ - Settings - Form Design - Solution|Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Solution|End User Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Requests|Search Requests]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Problems|Search Problems]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Changes|Search Changes]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Tasks|Search Tasks]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search End User|Search End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Search Request|End User Search Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info|Site Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info List View|Site Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info|End User Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info List View|End User Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - Banner|Banner]]
*[[Layton ServiceDesk™ - Settings - Form Design - Settings|Settings]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Spawn Request|Spawn Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Copy Request Forms|Copy Request Forms]]
|}
|}
{| class="collapsible expanded"
!align="left"|Procedures
|-
|
{| class="collapsible expanded"
!align="left"|General
|-
|
*[[Layton ServiceDesk™ - Procedures - General - Sending your Database to Support|Sending your Database to Support]]
*[[Layton ServiceDesk™ - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]]
|-
|}
|}
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]

Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email

2013-03-05T23:08:10Z

Jlangston: Created page with "The following is the list of acceptable subject strings required for an email's identification as a comment response to an existing ticket: *Request ID xxxx *Request xxxx *Re..."

The following is the list of acceptable subject strings required for an email's identification as a comment response to an existing ticket:

*Request ID xxxx
*Request xxxx
*Request IDxxxx
*Request ID [other text] xxxx
*Request [other text] ID xxxx
*Request [other text] xxxx
*Request [other text] ID [other text] xxxx

Where [other text] is any string of characters, and xxxx is the request ID number. These strings are not case sensitive.

Training

2013-03-04T04:36:41Z

Jlangston:

== 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/contact/ local technology office] or via [mailto:Sales@laytontechnology.com?Subject=Training%20Information E-mail]

MediaWiki:Sidebar

2013-03-04T04:12:19Z

Jlangston:

*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://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/submit-support-request/ | Submit Support Request

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

* SEARCH
* TOOLBOX

* LANGUAGES

MediaWiki:Sidebar

2013-03-04T04:11:12Z

Jlangston:

*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://messenger.providesupport.com/messenger/layton.html?ps_s=dubT7duQMHey | Support Chat
** http://laytontechnology.com/submit-support-request/ | Submit Support Request

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

* SEARCH
* TOOLBOX

* LANGUAGES

User Guide for Layton ServiceDesk

2013-03-01T04:46:39Z

Jlangston: /* FAQs */

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
'''Introducing the all-new Layton ServiceDesk'''

Layton ServiceDesk is an all new web-based ITIL help-desk system. Rewritten from the ground up and incorporating the very latest web 2.0 technology such as AJAX, Layton ServiceDesk offers unparallel levels of customizability.

Every feature and module has been carefully designed before being implemented. Hundreds of new features are included, from all new ITIL Problem and Change Management through to powerful reporting and analysis.

Layton ServiceDesk is so configurable that it can be whatever you want it to be, whether you're managing your internal end users, supporting external companies or offering a product or service, Layton ServiceDesk can do it all, right out of the box! There is no need to purchase additional modules or time consuming installation and training. Layton ServiceDesk delivers powerful web-based help-desk technology at a fraction of the cost of other systems.

Layton ServiceDesk will streamline your support operations to ensure you deliver exceptional customer service for a lower cost and even less effort.

*Significantly reduce costs
*Deliver exceptional customer service and support
*Save time with less effort
*Streamline support operations 

Layton ServiceDesk will have your operations running smoothly in no time at all. Whether automating daily support tasks, monitoring and managing the delivery of IT services, generating request logs, or tracking troublesome incidents, Layton ServiceDesk can do it all!

The better help desk. It’s all included, right out of the box!
 
<hr>
===FAQs===
*[[NTLM Login FAQ]]
*[[User Deletion FAQ]]
 
<hr>

=== Table of Contents ===

''Click '''+''' Symbol to Expand Menu''

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk™ - System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation Procedure]]
{| class="collapsible expanded"
|-
!align="left"|Database Installation Tool
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton_ServiceDesk™_-_Installation_-_Upgrade_Database|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible expanded"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible expanded"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Introduction|Introduction]]
*[[Layton ServiceDesk™ - Configuring the System - Analyst, Analyst Groups & CAB Groups|Analyst, Analyst Groups & CAB Groups]]
*[[Layton ServiceDesk™ - Configuring the System - End Users|End Users]]
*[[Layton ServiceDesk™ - Configuring the System - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Configuring the System - 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 expanded"
|-
!align="left"|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 expanded"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging a New Request (End User)]]
|}
{| class="collapsible expanded"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible expanded"
|-
!align="left"|Settings
|-
|
{| class="collapsible collapsed"
|-
!align="left"|General Settings
|-
|
*[[Layton ServiceDesk™ - General Settings - Request Settings|Request Settings]]
*[[Layton ServiceDesk™ - General Settings - Problem Settings|Problem Settings]]
*[[Layton ServiceDesk™ - General Settings - Change Settings|Change Settings]]
*[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]
*[[Layton ServiceDesk™ - General Settings - Business Rules|Business Rules]]
*[[Layton ServiceDesk™ - General Settings - Security|Security]]
*[[Layton ServiceDesk™ - General Settings - Survey|Survey]]
*[[Layton ServiceDesk™ - General Settings - Default Closed Periods|Default Closed Periods]]
*[[Layton ServiceDesk™ - General Settings - Default Working Hours|Default Working Hours]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - Utilities - LDAP Import End User|LDAP (Active Directory) Import End User]]
*[[Layton ServiceDesk™ - Utilities - Import Analyst (LDAP)|LDAP (Active Directory) Import Analyst]]
*[[Layton ServiceDesk™ - Utilities - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Utilities - Purging|Purging]]
*[[Layton ServiceDesk™ - Utilities - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Utilities - Clear Down Database|Clear Down Database]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|System Settings
|-
|
*[[Layton ServiceDesk™ - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Database Connection|Application Database Connection]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Terms|Application Terms]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Font|Application Font]]
*[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - AuditWizard|AuditWizard]]
*[[Layton ServiceDesk™ - Settings - System Settings - License Information|License Information]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Libraries
|-
|
*[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Statuses|Request Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Templates|Request Templates]]
*[[Layton ServiceDesk™ - Settings - Libraries - Task Types|Task Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Libraries - Problem Statuses|Problem Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Statuses|Change Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Types|Change Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Request Types|Change Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Services|Services]]
*[[Layton ServiceDesk™ - Settings - Libraries - Impact|Impact]]
*[[Layton ServiceDesk™ - Settings - Libraries - Urgency|Urgency]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]
*[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]
*[[Layton ServiceDesk™ - Settings - Libraries - Drop Down Lists|Drop Down Lists]]
*[[Layton ServiceDesk™ - Settings - Libraries - Brands|Brands]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Company Structure
|-
|
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst|Manage Analyst]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Manage Analyst Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Department|Manage Department]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site|Manage Site]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Company|Manage Company]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage CAB Group|Manage CAB Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Data Design
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Task Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Request Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Problem Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Change Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Analyst Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|End User Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Company Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Department Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Site Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Solution Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Priority Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Survey Data]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Global List View
|-
|
*[[Layton ServiceDesk™ - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Task|Default Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Select End User|Default Select End User]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Task|End User Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Problem|Default Problem]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Change|Default Change]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Form Design
|-
|
*[[Layton ServiceDesk™ - Settings - Form Design - Task|Task]]
*[[Layton ServiceDesk™ - Settings - Form Design - Problem|Problem]]
*[[Layton ServiceDesk™ - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst|Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User|End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Company|Company]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site|Site]]
*[[Layton ServiceDesk™ - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login|Login]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login Analyst|Login Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login End User|Login End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Register End User|Register End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Form Design - Survey|Survey]]
*[[Layton ServiceDesk™ - Settings - Form Design - Solution|Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Solution|End User Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Requests|Search Requests]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Problems|Search Problems]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Changes|Search Changes]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Tasks|Search Tasks]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search End User|Search End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Search Request|End User Search Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info|Site Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info List View|Site Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info|End User Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info List View|End User Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - Banner|Banner]]
*[[Layton ServiceDesk™ - Settings - Form Design - Settings|Settings]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Spawn Request|Spawn Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Copy Request Forms|Copy Request Forms]]
|}
|}
{| class="collapsible expanded"
!align="left"|Procedures
|-
|
{| class="collapsible expanded"
!align="left"|General
|-
|
*[[Layton ServiceDesk™ - Procedures - General - Sending your Database to Support|Sending your Database to Support]]
*[[Layton ServiceDesk™ - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]]
|-
|}
|}
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]

Layton ServiceDesk - FAQ - User Deletion

2013-03-01T04:45:13Z

Jlangston:

If an Analyst leaves your company or department they are very likely to have requests associated to them which would prevent their deletion. The persistence of their account is required for referential integrity but it also is highly unlikely that you will want all the associated requests to also be deleted.
 
However, you need to disable the analyst in order to free up that licence for his/her replacement.
*Please note that the menu items named below may appear differently if your Application Terms have been changed.
=To Disable a User=
#Log in as an Administrator-level User
#Select 'Manage User' within the 'Company Structure' section
#Click the 'Settings' icon for the analyst you would like to disable
#In the General Settings tab, change the Analyst Disabled setting to 'Yes'
 
Repeat this process for any other Analysts you would like to disable.
 
=To Disable an End User=
#Log in as an Administrator-level User
#Select 'Manage End User' within the 'Company Structure' section
#Click the 'Disable' tick box for the End User you would like to disable

Layton ServiceDesk - FAQ - User Deletion

2013-03-01T04:40:39Z

Jlangston: /* To Disable an Analyst */

If an Analyst leaves your company or department they are very likely to have requests associated to them which would prevent their deletion. The persistence of their account is required for referential integrity but it also is highly unlikely that you will want all the associated requests to also be deleted.
 
However, you need to disable the analyst in order to free up that licence for his/her replacement.
=To Disable an Analyst=
#Log in as an Administrator-level User
#Select 'Manage Analyst' within the 'Company Structure' section
#Click the 'Settings' icon for the analyst you would like to disable
#In the General Settings tab, change the Analyst Disabled setting to 'Yes'
 
Repeat this process for any other analysts you would like to disable.

Layton ServiceDesk - FAQ - User Deletion

2013-03-01T04:40:31Z

Jlangston: Created page with "If an Analyst leaves your company or department they are very likely to have requests associated to them which would prevent their deletion. The persistence of their account i..."

If an Analyst leaves your company or department they are very likely to have requests associated to them which would prevent their deletion. The persistence of their account is required for referential integrity but it also is highly unlikely that you will want all the associated requests to also be deleted.
 
However, you need to disable the analyst in order to free up that licence for his/her replacement.
=To Disable an Analyst=
#Log in as an Administrator-level User
#Select 'Manage Analyst' within the 'Company Structure' section
#Click the 'Settings' icon for the analyst you would like to disable
#In the General Settings tab, change the Analyst Disabled setting to 'Yes'

Repeat this process for any other analysts you would like to disable.

User Guide for Layton ServiceDesk

2013-02-28T22:16:47Z

Jlangston:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
'''Introducing the all-new Layton ServiceDesk'''

Layton ServiceDesk is an all new web-based ITIL help-desk system. Rewritten from the ground up and incorporating the very latest web 2.0 technology such as AJAX, Layton ServiceDesk offers unparallel levels of customizability.

Every feature and module has been carefully designed before being implemented. Hundreds of new features are included, from all new ITIL Problem and Change Management through to powerful reporting and analysis.

Layton ServiceDesk is so configurable that it can be whatever you want it to be, whether you're managing your internal end users, supporting external companies or offering a product or service, Layton ServiceDesk can do it all, right out of the box! There is no need to purchase additional modules or time consuming installation and training. Layton ServiceDesk delivers powerful web-based help-desk technology at a fraction of the cost of other systems.

Layton ServiceDesk will streamline your support operations to ensure you deliver exceptional customer service for a lower cost and even less effort.

*Significantly reduce costs
*Deliver exceptional customer service and support
*Save time with less effort
*Streamline support operations 

Layton ServiceDesk will have your operations running smoothly in no time at all. Whether automating daily support tasks, monitoring and managing the delivery of IT services, generating request logs, or tracking troublesome incidents, Layton ServiceDesk can do it all!

The better help desk. It’s all included, right out of the box!
 
<hr>
===FAQs===
*[[NTLM Login FAQ]]

 
<hr>
=== Table of Contents ===

''Click '''+''' Symbol to Expand Menu''

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk™ - System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation Procedure]]
{| class="collapsible expanded"
|-
!align="left"|Database Installation Tool
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton_ServiceDesk™_-_Installation_-_Upgrade_Database|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible expanded"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible expanded"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Introduction|Introduction]]
*[[Layton ServiceDesk™ - Configuring the System - Analyst, Analyst Groups & CAB Groups|Analyst, Analyst Groups & CAB Groups]]
*[[Layton ServiceDesk™ - Configuring the System - End Users|End Users]]
*[[Layton ServiceDesk™ - Configuring the System - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Configuring the System - 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 expanded"
|-
!align="left"|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 expanded"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging a New Request (End User)]]
|}
{| class="collapsible expanded"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible expanded"
|-
!align="left"|Settings
|-
|
{| class="collapsible collapsed"
|-
!align="left"|General Settings
|-
|
*[[Layton ServiceDesk™ - General Settings - Request Settings|Request Settings]]
*[[Layton ServiceDesk™ - General Settings - Problem Settings|Problem Settings]]
*[[Layton ServiceDesk™ - General Settings - Change Settings|Change Settings]]
*[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]
*[[Layton ServiceDesk™ - General Settings - Business Rules|Business Rules]]
*[[Layton ServiceDesk™ - General Settings - Security|Security]]
*[[Layton ServiceDesk™ - General Settings - Survey|Survey]]
*[[Layton ServiceDesk™ - General Settings - Default Closed Periods|Default Closed Periods]]
*[[Layton ServiceDesk™ - General Settings - Default Working Hours|Default Working Hours]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - Utilities - LDAP Import End User|LDAP (Active Directory) Import End User]]
*[[Layton ServiceDesk™ - Utilities - Import Analyst (LDAP)|LDAP (Active Directory) Import Analyst]]
*[[Layton ServiceDesk™ - Utilities - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Utilities - Purging|Purging]]
*[[Layton ServiceDesk™ - Utilities - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Utilities - Clear Down Database|Clear Down Database]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|System Settings
|-
|
*[[Layton ServiceDesk™ - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Database Connection|Application Database Connection]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Terms|Application Terms]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Font|Application Font]]
*[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - AuditWizard|AuditWizard]]
*[[Layton ServiceDesk™ - Settings - System Settings - License Information|License Information]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Libraries
|-
|
*[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Statuses|Request Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Templates|Request Templates]]
*[[Layton ServiceDesk™ - Settings - Libraries - Task Types|Task Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Libraries - Problem Statuses|Problem Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Statuses|Change Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Types|Change Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Request Types|Change Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Services|Services]]
*[[Layton ServiceDesk™ - Settings - Libraries - Impact|Impact]]
*[[Layton ServiceDesk™ - Settings - Libraries - Urgency|Urgency]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]
*[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]
*[[Layton ServiceDesk™ - Settings - Libraries - Drop Down Lists|Drop Down Lists]]
*[[Layton ServiceDesk™ - Settings - Libraries - Brands|Brands]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Company Structure
|-
|
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst|Manage Analyst]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Manage Analyst Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Department|Manage Department]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site|Manage Site]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Company|Manage Company]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage CAB Group|Manage CAB Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Data Design
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Task Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Request Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Problem Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Change Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Analyst Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|End User Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Company Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Department Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Site Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Solution Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Priority Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Survey Data]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Global List View
|-
|
*[[Layton ServiceDesk™ - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Task|Default Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Select End User|Default Select End User]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Task|End User Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Problem|Default Problem]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Change|Default Change]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Form Design
|-
|
*[[Layton ServiceDesk™ - Settings - Form Design - Task|Task]]
*[[Layton ServiceDesk™ - Settings - Form Design - Problem|Problem]]
*[[Layton ServiceDesk™ - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst|Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User|End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Company|Company]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site|Site]]
*[[Layton ServiceDesk™ - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login|Login]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login Analyst|Login Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login End User|Login End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Register End User|Register End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Form Design - Survey|Survey]]
*[[Layton ServiceDesk™ - Settings - Form Design - Solution|Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Solution|End User Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Requests|Search Requests]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Problems|Search Problems]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Changes|Search Changes]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Tasks|Search Tasks]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search End User|Search End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Search Request|End User Search Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info|Site Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info List View|Site Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info|End User Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info List View|End User Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - Banner|Banner]]
*[[Layton ServiceDesk™ - Settings - Form Design - Settings|Settings]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Spawn Request|Spawn Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Copy Request Forms|Copy Request Forms]]
|}
|}
{| class="collapsible expanded"
!align="left"|Procedures
|-
|
{| class="collapsible expanded"
!align="left"|General
|-
|
*[[Layton ServiceDesk™ - Procedures - General - Sending your Database to Support|Sending your Database to Support]]
*[[Layton ServiceDesk™ - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]]
|-
|}
|}
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]

Main Page

2013-02-05T22:38:32Z

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

Layton ServiceDesk - FAQ - NTLM (Auto) Login

2013-01-25T04:14:52Z

Jlangston:

Layton ServiceDesk™ also offers NTLM Auto Logon (Single Sign On) which will authenticate using the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.
NTLM is automatically enabled following an LDAP import – default is to ‘ON’
The Login screen can be modified using Administration | Form Design | Login to remove End User login and Registration links if NTLM is to be used across the board.

For NTLM to work correctly, you must ensure that the domain login and the ServiceDesk user name are the same. When Layton ServiceDesk finds a match on the username, it will allow the user to log into Layton ServiceDesk utilizing their SSO Token.

=URLs for NTLM Auto Logon=
*End User: NTLM login URL is: http://servername/laytonservicedesk/euserauto.aspx
*Analysts: NTLM login URL is: http://servername/laytonservicedesk/userauto.aspx

Users can either save the URL to their favorites or create a shortcut.

When the user then selects the link to Layton ServiceDesk, it will no longer prompt them for their user name or password and will automatically log them in.

Alternatively, you can create a link on the initial login screen that points to an NTLM login URL. When the user lands on the login screen, rather than having to type in their credentials, they can simply click the auto-login text/icon and it will log the user into Layton ServiceDesk using NTLM.

=End User NTLM Settings=
NTLM logon can be disabled or enabled and will over-ride the default if set as below: 
Admin Site Map > Company Structure > Manage End User > Click User Required 

=Analyst NTLM Settings=
NTLM logon can be disabled or enabled and will over-ride the default if set as below: 
Admin Site Map > Company Structure > Manage Analyst > Settings 

=Post-NTLM Login Redirection=

You can redirect a user to any page after authentication by appending the following to the end of either of the NTLM login URLs.
*<pre>?fwd=<your URL here></pre>
*e.g. <pre>http://SERVERNAME/LaytonServiceDesk/EUserauto.aspx?fwd=http://SERVERNAME/LaytonServiceDesk/EReqInfo.aspx?sys_request_id=7153</pre>

User Guide for Layton ServiceDesk

2013-01-08T04:51:02Z

Jlangston: /* Table of Contents */

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
'''Introducing the all-new Layton ServiceDesk'''

Layton ServiceDesk is an all new web-based ITIL help-desk system. Rewritten from the ground up and incorporating the very latest web 2.0 technology such as AJAX, Layton ServiceDesk offers unparallel levels of customizability.

Every feature and module has been carefully designed before being implemented. Hundreds of new features are included, from all new ITIL Problem and Change Management through to powerful reporting and analysis.

Layton ServiceDesk is so configurable that it can be whatever you want it to be, whether you're managing your internal end users, supporting external companies or offering a product or service, Layton ServiceDesk can do it all, right out of the box! There is no need to purchase additional modules or time consuming installation and training. Layton ServiceDesk delivers powerful web-based help-desk technology at a fraction of the cost of other systems.

Layton ServiceDesk will streamline your support operations to ensure you deliver exceptional customer service for a lower cost and even less effort.

*Significantly reduce costs
*Deliver exceptional customer service and support
*Save time with less effort
*Streamline support operations 

Layton ServiceDesk will have your operations running smoothly in no time at all. Whether automating daily support tasks, monitoring and managing the delivery of IT services, generating request logs, or tracking troublesome incidents, Layton ServiceDesk can do it all!

The better help desk. It’s all included, right out of the box!
 <hr>
=== Table of Contents ===

''Click '''+''' Symbol to Expand Menu''

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk™ - System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation Procedure]]
{| class="collapsible expanded"
|-
!align="left"|Database Installation Tool
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton_ServiceDesk™_-_Installation_-_Upgrade_Database|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible expanded"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible expanded"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Introduction|Introduction]]
*[[Layton ServiceDesk™ - Configuring the System - Analyst, Analyst Groups & CAB Groups|Analyst, Analyst Groups & CAB Groups]]
*[[Layton ServiceDesk™ - Configuring the System - End Users|End Users]]
*[[Layton ServiceDesk™ - Configuring the System - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Configuring the System - 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 expanded"
|-
!align="left"|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 expanded"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging a New Request (End User)]]
|}
{| class="collapsible expanded"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible expanded"
|-
!align="left"|Settings
|-
|
{| class="collapsible collapsed"
|-
!align="left"|General Settings
|-
|
*[[Layton ServiceDesk™ - General Settings - Request Settings|Request Settings]]
*[[Layton ServiceDesk™ - General Settings - Problem Settings|Problem Settings]]
*[[Layton ServiceDesk™ - General Settings - Change Settings|Change Settings]]
*[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]
*[[Layton ServiceDesk™ - General Settings - Business Rules|Business Rules]]
*[[Layton ServiceDesk™ - General Settings - Security|Security]]
*[[Layton ServiceDesk™ - General Settings - Survey|Survey]]
*[[Layton ServiceDesk™ - General Settings - Default Closed Periods|Default Closed Periods]]
*[[Layton ServiceDesk™ - General Settings - Default Working Hours|Default Working Hours]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - Utilities - LDAP Import End User|LDAP (Active Directory) Import End User]]
*[[Layton ServiceDesk™ - Utilities - Import Analyst (LDAP)|LDAP (Active Directory) Import Analyst]]
*[[Layton ServiceDesk™ - Utilities - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Utilities - Purging|Purging]]
*[[Layton ServiceDesk™ - Utilities - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Utilities - Clear Down Database|Clear Down Database]]
|}
|-
|
{| class="collapsible collapsed"
|-
!align="left"|System Settings
|-
|
*[[Layton ServiceDesk™ - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Database Connection|Application Database Connection]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Terms|Application Terms]]
*[[Layton ServiceDesk™ - Settings - System Settings - Application Font|Application Font]]
*[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]
*[[Layton ServiceDesk™ - Settings - System Settings - AuditWizard|AuditWizard]]
*[[Layton ServiceDesk™ - Settings - System Settings - License Information|License Information]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Libraries
|-
|
*[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Statuses|Request Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Request Templates|Request Templates]]
*[[Layton ServiceDesk™ - Settings - Libraries - Task Types|Task Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Libraries - Problem Statuses|Problem Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Statuses|Change Statuses]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Types|Change Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Change Request Types|Change Request Types]]
*[[Layton ServiceDesk™ - Settings - Libraries - Services|Services]]
*[[Layton ServiceDesk™ - Settings - Libraries - Impact|Impact]]
*[[Layton ServiceDesk™ - Settings - Libraries - Urgency|Urgency]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]
*[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]
*[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]
*[[Layton ServiceDesk™ - Settings - Libraries - Drop Down Lists|Drop Down Lists]]
*[[Layton ServiceDesk™ - Settings - Libraries - Brands|Brands]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Company Structure
|-
|
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst|Manage Analyst]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Manage Analyst Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User|Manage End User]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Department|Manage Department]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site|Manage Site]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Company|Manage Company]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage CAB Group|Manage CAB Group]]
*[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Data Design
|-
|
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Task Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Request Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Problem Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Change Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Analyst Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|End User Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Company Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Department Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Site Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Solution Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Priority Data]]
*[[Layton ServiceDesk™ - Configuring the System - Data Design|Survey Data]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Global List View
|-
|
*[[Layton ServiceDesk™ - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Task|Default Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Select End User|Default Select End User]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Global List View - End User Task|End User Task]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Problem|Default Problem]]
*[[Layton ServiceDesk™ - Settings - Global List View - Default Change|Default Change]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
*[[Layton ServiceDesk™ - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Form Design
|-
|
*[[Layton ServiceDesk™ - Settings - Form Design - Task|Task]]
*[[Layton ServiceDesk™ - Settings - Form Design - Problem|Problem]]
*[[Layton ServiceDesk™ - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst|Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User|End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Company|Company]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site|Site]]
*[[Layton ServiceDesk™ - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login|Login]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login Analyst|Login Analyst]]
*[[Layton ServiceDesk™ - Settings - Form Design - Login End User|Login End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Register End User|Register End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - Priority|Priority]]
*[[Layton ServiceDesk™ - Settings - Form Design - Survey|Survey]]
*[[Layton ServiceDesk™ - Settings - Form Design - Solution|Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Solution|End User Solution]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Requests|Search Requests]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Problems|Search Problems]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Changes|Search Changes]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Tasks|Search Tasks]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk™ - Settings - Form Design - Search End User|Search End User]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Search Request|End User Search Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info|Site Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - Site Quick Info List View|Site Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info|End User Quick Info]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Quick Info List View|End User Quick Info List View]]
*[[Layton ServiceDesk™ - Settings - Form Design - Banner|Banner]]
*[[Layton ServiceDesk™ - Settings - Form Design - Settings|Settings]]
*[[Layton ServiceDesk™ - Settings - Form Design - End User Request|End User Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Spawn Request|Spawn Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk™ - Settings - Form Design - Copy Request Forms|Copy Request Forms]]
|}
|}
{| class="collapsible expanded"
!align="left"|Procedures
|-
|
{| class="collapsible expanded"
!align="left"|General
|-
|
*[[Layton ServiceDesk™ - Procedures - General - Sending your Database to Support|Sending your Database to Support]]
*[[Layton ServiceDesk™ - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]]
|-
|}
|}
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]

User Guide for DeviceShield

2013-01-03T03:50:44Z

Jlangston:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
The User Guide for DeviceShield is downloadable as a PDF by clicking this link.

[http://www.laytontechnology.com/images/stories/docs/deviceshield_documentation/DSUserGuideV3.pdf Download DeviceShield 3.2 PDF User Guide]

Thank you.

User Guide for DeviceShield

2013-01-03T03:50:25Z

Jlangston:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
The User Guide for DeviceShield is downloadble as a PDF by clicking this link.

[http://www.laytontechnology.com/images/stories/docs/deviceshield_documentation/DSUserGuideV3.pdf Download DeviceShield 3.2 PDF User Guide]

Thank you.

Main Page

2013-01-03T03:32:33Z

Jlangston:

Main Page

2013-01-03T03:31:23Z

Jlangston: Reverted edits by Jlangston (talk) to last revision by 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

2013-01-03T03:20:19Z

Jlangston:

__NOTOC__
<center>
<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.
 
 
<center>
[[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>

</table>
</center>
 
[[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">

</tr>
</table>
</center>

Main Page

2013-01-03T03:12:07Z

Jlangston:

__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]]™'''
 
 
{| 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]]
|-

</td>
</tr>
</table>

Main Page

2013-01-03T03:07:27Z

Jlangston: Reverted edits by Jlangston (talk) to last revision by Admin

Main Page

2013-01-03T03:06:22Z

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

__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>

</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]]

<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]]™'''
 
{| 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]]
|}

MediaWiki:Sidebar

2013-01-03T03:00:11Z

Jlangston:

*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

2013-01-03T02:59:28Z

Jlangston:

*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

Layton ServiceDesk - FAQ - NTLM (Auto) Login

2012-11-30T05:41:26Z

Jlangston: Created page with "Layton ServiceDesk™ also offers NTLM Auto Logon (Single Sign On) which will authenticate using the currently logged in domain username and automatically log them into the Se..."

Layton ServiceDesk™ also offers NTLM Auto Logon (Single Sign On) which will authenticate using the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.
NTLM is automatically enabled following an LDAP import – default is to ‘ON’
The Login screen can be modified using Administration | Form Design | Login to remove End User login and Registration links if NTLM is to be used across the board.

For NTLM to work correctly, you must ensure that the domain login and the ServiceDesk user name are the same. When Layton ServiceDesk finds a match on the username, it will allow the user to log into Layton ServiceDesk utilizing their SSO Token.

=URLs for NTLM Auto Logon=
End User: NTLM login URL is: http://servername/laytonservicedesk/euserauto.aspx
Analysts: NTLM login URL is: http://servername/laytonservicedesk/userauto.aspx

Users can either save the URL to their favorites or create a shortcut.

When the user then selects the link to Layton ServiceDesk, it will no longer prompt them for their user name or password and will automatically log them in.

Alternatively, you can create a link on the initial login screen that points to an NTLM login URL. When the user lands on the login screen, rather than having to type in their credentials, they can simply click the auto-login text/icon and it will log the user into Layton ServiceDesk using NTLM.

=End User NTLM Settings=
NTLM logon can be disabled or enabled and will over-ride the default if set as below: 
Admin Site Map > Company Structure > Manage End User > Click User Required 

=Analyst NTLM Settings=
NTLM logon can be disabled or enabled and will over-ride the default if set as below: 
Admin Site Map > Company Structure > Manage Analyst > Settings

Style Guide

2012-11-09T04:58:22Z

Jlangston:

__FORCETOC__
=Product Names=
These are the agreed-upon written representations of the product names. <strike>When used in a page name, follow the name with a ™ symbol</strike> No more trademark symbols, thanks:

*Layton ServiceDesk
*AuditWizard
*HelpBox
*DeviceShield

=Page-Naming Conventions=
<strike>For the user-guide pages, begin with the product name, then a hyphen, then the section name, another hyphen, then the page name.</strike>

Pages should simply be named after the configuration menu or concepts they cover. This make for more convenient and thus more likely cross-linking within articles which should occur as often as possible.

=Images=

Images were previously unframed as well as positioned and captioned with HTML markup. Things like positioning, framing, captioning and more should be handled by paramter as much as possible.

*E.g. <nowiki>[[File:Fig44.png|frame|right|link=|The default Layton ServiceDesk login page]]</Nowiki>
*Image Formatting Information: http://www.mediawiki.org/wiki/Help:Images

=Things That Need To Occur=

#Wiki-wide Adjust of "Layton ServiceDesk" to "Layton ServiceDesk"
##Move pages to fit new page naming scheme that does not include the product name on every page.
###Establish Test Wiki
###Figure Out Ramifications of Page Movement If Any
###MOVE THEM
##Find and Replace all other instances within the text. Hopefully this can be handled via SQL Script
#Refactor all images as they are incurred to remove HTML markup and replace with proper wiki markup
#Get Rid of all of those "Back to Table of Contents" links on every page
##Look into how to otherwise establish breadcrumbing

=References=
*http://www.mediawiki.org/wiki/Help:Contents

Layton ServiceDesk - General Settings - Security

2012-10-26T05:31:35Z

Jlangston:

This section contains a range of system wide security settings. For individual Analyst security settings please see the Analyst Settings section.

The security settings are grouped into three sections; General Security, Global Analyst Security and Global End User Security. Details of each setting are outlined below:
 
 
==General Security Options==
{| class="wikitable" border="1"
|-
! style="background:#efefef;" width="250" | General Security
! style="background:#ffdead;" | Description
|-
| Audit Full Problem Description
| The “Audit Full Problem Description” specifies whether the full request problem description is captured and can then be viewed under request history. Otherwise, if the option is set to “Off” the description will be limited to 255 characters.
|-
| Allow Request Date Edit by
| Determines who can change the date that a request was logged.
|-
| Close with Incomplete Tasks
| Determines if an Analyst can close a Request, Problem or Change if there are incomplete Tasks.
|-
| Allow End User Login
| Turns on or off the ability for End Users to login to Layton ServiceDesk.
|-
|}
==Global End User Security Options==
{| class="wikitable" border="1"
! style="background:#efefef;" width="250" | Global End User Security
! style="background:#ffdead;" | Description
|-
| End User Page Refresh
| Determines the how often the End User’s page will auto refresh
|-
| Confine End User Request
| If turned ON any Request search conducted by the End Users will only return results related to their own Requests. If turned off they can search through all Requests in the system
|-
| Search or own Requests
| Users will only return results related to their own Requests. If turned off they can search through all Requests in the system
|-
| End Users Attachments Delete
| Determines whether End Users can delete attachments that have been uploaded to their requests
|-
| End User LTLM Auto Logon
| Enables the NTLM Auto Logon feature for the End Users. For more
|-
| Allow End User Self Service
| Determines whether the End Users can use the Self Service menu. If turned Off the Self Service menu will not be visible to the End Users
|-
| Allow End User Maintain Details
| This turns on or off the ability for End Users to maintain their own account details. If turned off this menu item will not be visible to the End Users
|-
| Min End User Password
| Sets the minimum password length the End Users can use
|-
| Allow End User Log New Requests
| Turns on or off the End User menu option for Log New Request
|-
| Allow End User View Closed Requests
| Turns on or off the End User menu option for My Closed Requests
|-
| Allow End Users Search Requests
| Turns on or off the End User menu option for Search Requests
|-
| End User Home Screen
| Specifies the screen that the End User is delivered to when logged in
|-
| End User Home Screen
| Turns on or off the ability for End Users to edit their Requests once they have been saved.
|-
| Restrict End User Request Classes
| Turns on or off the ability for End Users to access Request Classes. For more see Request Classes. If turned Off all End Users will have access to all Request Classes. If turned On the Request Class access for the End Users can be defined in Administration | Company Structure | Mange End User.
|-
| End User Default Login
| Enter a specified login, this account allows an Analyst to enter to program as an end user without a password.
|-
| End User Attachments
| Turns on or off the ability of End Users to view attachments
|-
| End User Attachments Overwrite
| Turns on or off the ability of End Users to upload and overwrite an existing attachment
|-
| Hide End User Logoff Menu
| Removes the End User’s logoff button. Usually used in conjunction with the NTLM auto logon feature
|-
| Allow End User Self Registration
| Turns on or off the ability for End Users to self register and therefore create their own account. If turned ON a “Register End User” button will be displayed on the main Layton ServiceDesk logon page.
|-
| Allow End User Change Password
| Turns on or off the ability of End Users to change their password in Layton ServiceDesk. If turned Off the My Password menu item will not be visible.
|-
| Allow End Users View Open Requests
| Turns on or off the End User menu option for My Open Requests
|-
| Allow End User Help
| Turns on or off the Help button on the menu
|-
| Prevent End User Edit Closed Requests
| Turns on or off the ability for End Users to edit their Requests after they are closed
|-
| Allow End Users to Close Requests
| This option controls whether End Users are allowed to close Requests themselves or not.
|-
| End User Read Comments Notify
| If set to ON and an Analyst has added a public comment to the End User’s request that they have not read, a red exclamation mark will display on the comment icon indicating to the end user that there is an unread comment.
|-
|}
==Global User Security Options==
{| class="wikitable" border="1"
! style="background:#efefef;" width="250" | Global End User Security
! style="background:#ffdead;" | Description
|-
|Close by Owner Only
|If set to On, only the Owner of the ticket will be able to change the status to a 'Closed' status.
|-
|Hide User Log Off menu
|If set to On, this will hide the Log Off icon in the upper-right corner.
|-
|Default Comment Status
|This specifies the default Status of a comment. Private is visible only to Users. Public is visible to both Users and End Users.
|-
|Analyst Minimum Password Length
|You may specify a minimum password length for Users here.
|-
|Prevent User Edit Closed Requests
|If set to On, edits made to a Closed request will not be saved. The request will require that it have an Open status before changes can be saved.
|}

Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface

2012-10-26T05:05:38Z

Jlangston: /* End User Basics */

[[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|frame|right|link=|The default Layton ServiceDesk login page]]
This section focuses on how the End User will use Layton ServiceDesk to log and monitor 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 links.

Layton ServiceDesk also offers NTLM Auto Logon (Single Sign On) which will authenticate by the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.

*For the '''End User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/euserauto.aspx</nowiki>

*For the '''User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/userauto.aspx</nowiki>

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.

Alternatively, you can create a link on the initial login screen that points to an NTLM login URL. When the user lands on the login screen, rather than having to type in their ucredentials, they can simply click the auto-login text/icon and it will log the user into Layton ServiceDesk using NTLM.

==Login and End User Self-Registration==

The first thing you will encounter is the Logon screen. You will be prompted 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 and select the ''Save'' button.
 
 
[[File:Fig45.png|center|frame|link=|End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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

2012-10-26T05:05:18Z

Jlangston: /* End User Basics */

[[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|frame|right|link=|The default Layton ServiceDesk login page]]
This section 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 links.

Layton ServiceDesk also offers NTLM Auto Logon (Single Sign On) which will authenticate by the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.

*For the '''End User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/euserauto.aspx</nowiki>

*For the '''User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/userauto.aspx</nowiki>

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.

Alternatively, you can create a link on the initial login screen that points to an NTLM login URL. When the user lands on the login screen, rather than having to type in their ucredentials, they can simply click the auto-login text/icon and it will log the user into Layton ServiceDesk using NTLM.

==Login and End User Self-Registration==

The first thing you will encounter is the Logon screen. You will be prompted 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 and select the ''Save'' button.
 
 
[[File:Fig45.png|center|frame|link=|End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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

2012-10-26T05:02:03Z

Jlangston: /* Login Page */

[[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|frame|right|link=|The default Layton ServiceDesk login page]]
This section 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 links.

Layton ServiceDesk also offers NTLM Auto Logon (Single Sign On) which will authenticate by the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.

*For the '''End User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/euserauto.aspx</nowiki>

*For the '''User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/userauto.aspx</nowiki>

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 and End User Self-Registration==

The first thing you will encounter is the Logon screen. You will be prompted 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 and select the ''Save'' button.
 
 
[[File:Fig45.png|center|frame|link=|End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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

2012-10-26T05:00:29Z

Jlangston: /* Login Page */

[[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|frame|right|link=|The default Layton ServiceDesk login page]]
This section 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 links.

Layton ServiceDesk also offers NTLM Auto Logon (Single Sign On) which will authenticate by the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.

*For the '''End User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/euserauto.aspx</nowiki>

*For the '''User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/userauto.aspx</nowiki>

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|frame|link=|End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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

2012-10-26T04:58:42Z

Jlangston: /* End User Basics */

[[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|frame|right|link=|The default Layton ServiceDesk login page]]
This section 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 links.

Layton ServiceDesk also offers NTLM Auto Logon (Single Sign On) which will authenticate by the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.

*For the '''End User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/euserauto.aspx</nowiki>

*For the '''User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/userauto.aspx</nowiki>

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|frame|link=|Figure 45 - End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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

2012-10-26T04:54:12Z

Jlangston: /* End User Basics */

[[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=|The default Layton ServiceDesk login page]]
This section 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 links.

Layton ServiceDesk also offers NTLM Auto Logon (Single Sign On) which will authenticate by the currently logged in domain username and automatically log them into the ServiceDesk without having to enter their credentials.

*For the '''End User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/euserauto.aspx</nowiki>

*For the '''User''', the NTLM login URL is: <nowiki>http://servername/laytonservicedesk/userauto.aspx</nowiki>

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|frame|link=|Figure 45 - End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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

2012-10-26T04:47:39Z

Jlangston: /* End User Basics */

[[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=|The default Layton ServiceDesk login page]]
This section 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|frame|link=|Figure 45 - End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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

2012-10-26T04:45:17Z

Jlangston: /* Menu Structure */

[[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|frame|link=|Figure 45 - End User Self Registration]]

[[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.
 
*'''Admin Note''' - 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 | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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:

[[File:Fig46.png|center|frame|link=|End User Request List View]]

[[File:Fig47.png|center|frame|link=|End User Menu Items]]

*'''Admin Note''' - All or some menu options for End Users can be disabled by changing the settings in the '''Administration | General Settings | Security | [[Layton ServiceDesk™ - General Settings - Security#Global End User Security Options|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 - General Settings - Security

2012-10-26T04:39:28Z

Jlangston: /* Security */

This section contains a range of system wide security settings. For individual Analyst security settings please see the Analyst Settings section.

The security settings are grouped into three sections; General Security, Global Analyst Security and Global End User Security. Details of each setting are outlined below:
 
 
==General Security Options==
{| class="wikitable" border="1"
|-
! style="background:#efefef;" width="250" | General Security
! style="background:#ffdead;" | Description
|-
| Audit Full Problem Description
| The “Audit Full Problem Description” specifies whether the full request problem description is captured and can then be viewed under request history. Otherwise, if the option is set to “Off” the description will be limited to 255 characters.
|-
| Allow Request Date Edit by
| Determines who can change the date that a request was logged.
|-
| Close with Incomplete Tasks
| Determines if an Analyst can close a Request, Problem or Change if there are incomplete Tasks.
|-
| Allow End User Login
| Turns on or off the ability for End Users to login to Layton ServiceDesk.
|-
|}
==Global End User Security Options==
{| class="wikitable" border="1"
! style="background:#efefef;" width="250" | Global End User Security
! style="background:#ffdead;" | Description
|-
| End User Page Refresh
| Determines the how often the End User’s page will auto refresh
|-
| Confine End User Request
| If turned ON any Request search conducted by the End Users will only return results related to their own Requests. If turned off they can search through all Requests in the system
|-
| Search or own Requests
| Users will only return results related to their own Requests. If turned off they can search through all Requests in the system
|-
| End Users Attachments Delete
| Determines whether End Users can delete attachments that have been uploaded to their requests
|-
| End User LTLM Auto Logon
| Enables the NTLM Auto Logon feature for the End Users. For more
|-
| Allow End User Self Service
| Determines whether the End Users can use the Self Service menu. If turned Off the Self Service menu will not be visible to the End Users
|-
| Allow End User Maintain Details
| This turns on or off the ability for End Users to maintain their own account details. If turned off this menu item will not be visible to the End Users
|-
| Min End User Password
| Sets the minimum password length the End Users can use
|-
| Allow End User Log New Requests
| Turns on or off the End User menu option for Log New Request
|-
| Allow End User View Closed Requests
| Turns on or off the End User menu option for My Closed Requests
|-
| Allow End Users Search Requests
| Turns on or off the End User menu option for Search Requests
|-
| End User Home Screen
| Specifies the screen that the End User is delivered to when logged in
|-
| End User Home Screen
| Turns on or off the ability for End Users to edit their Requests once they have been saved.
|-
| Restrict End User Request Classes
| Turns on or off the ability for End Users to access Request Classes. For more see Request Classes. If turned Off all End Users will have access to all Request Classes. If turned On the Request Class access for the End Users can be defined in Administration | Company Structure | Mange End User.
|-
| End User Default Login
| Enter a specified login, this account allows an Analyst to enter to program as an end user without a password.
|-
| End User Attachments
| Turns on or off the ability of End Users to view attachments
|-
| End User Attachments Overwrite
| Turns on or off the ability of End Users to upload and overwrite an existing attachment
|-
| Hide End User Logoff Menu
| Removes the End User’s logoff button. Usually used in conjunction with the NTLM auto logon feature
|-
| Allow End User Self Registration
| Turns on or off the ability for End Users to self register and therefore create their own account. If turned ON a “Register End User” button will be displayed on the main Layton ServiceDesk logon page.
|-
| Allow End User Change Password
| Turns on or off the ability of End Users to change their password in Layton ServiceDesk. If turned Off the My Password menu item will not be visible.
|-
| Allow End Users View Open Requests
| Turns on or off the End User menu option for My Open Requests
|-
| Allow End User Help
| Turns on or off the Help button on the menu
|-
| Prevent End User Edit Closed Requests
| Turns on or off the ability for End Users to edit their Requests after they are closed
|-
| Allow End Users to Close Requests
| This option controls whether End Users are allowed to close Requests themselves or not.
|-
| End User Read Comments Notify
| If set to ON and an Analyst has added a public comment to the End User’s request that they have not read, a red exclamation mark will display on the comment icon indicating to the end user that there is an unread comment.
|-
|}
 
'''Figure 58 - Security Setting Descriptions'''

Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface

2012-10-26T04:28:13Z

Jlangston: /* Login Page */

[[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|frame|link=|Figure 45 - End User Self Registration]]

[[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 - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:24:12Z

Jlangston: /* Email Bodies */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]'''

__FORCETOC__
=Email Server Settings=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. To enable an email select the ''Enable'' checkbox next to the desired email notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem and Change are accessible via tabs near the top.

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''.

=Email Bodies=

To edit the Email Body, click the Edit icon ([[File:Pencil.png|20px]]).
 
Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button ([[File:Addplus.png|20px]]). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields. See figure below for a sample email body.

[[File:Fig6.png|636px|center|thumb|Email body configuration]]
<center>'''Email Body'''</center>

Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]'''
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:24:00Z

Jlangston: /* Email Bodies */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]'''

__FORCETOC__
=Email Server Settings=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. To enable an email select the ''Enable'' checkbox next to the desired email notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem and Change are accessible via tabs near the top.

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''.

=Email Bodies=

To edit the Email Body, click the Edit icon ([[File:Pencil.png|20px]]).
 
Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button ([[File:Addplus.png|20px]]). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields. See figure below for a sample email body.
 
[[File:Fig6.png|636px|center|thumb|Email body configuration]]
<center>'''Email Body'''</center>

Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]'''
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:23:48Z

Jlangston: /* Email Bodies */

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:23:39Z

Jlangston: /* Email Bodies */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]'''

__FORCETOC__
=Email Server Settings=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. To enable an email select the ''Enable'' checkbox next to the desired email notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem and Change are accessible via tabs near the top.

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''.

=Email Bodies=
 
To edit the Email Body, click the Edit icon ([[File:Pencil.png|20px]]).
 
Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button ([[File:Addplus.png|20px]]). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields. See figure below for a sample email body.

[[File:Fig6.png|636px|center|thumb|Email body configuration]]
<center>'''Email Body'''</center>

Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]'''
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:22:13Z

Jlangston: /* Email Bodies */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]'''

__FORCETOC__
=Email Server Settings=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. To enable an email select the ''Enable'' checkbox next to the desired email notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem and Change are accessible via tabs near the top.

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''.

=Email Bodies=

To edit the Email Body, click the Edit icon ([[File:Pencil.png|20px]]).
 
Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button ([[File:Addplus.png|20px]]). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields. See figure below for a sample email body.

[[File:Fig6.png|636px|center|thumb|Email body configuration]]
<center>'''Email Body'''</center>

Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]'''
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:20:31Z

Jlangston: /* Email Bodies */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]'''

__FORCETOC__
=Email Server Settings=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. To enable an email select the ''Enable'' checkbox next to the desired email notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem and Change are accessible via tabs near the top.

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''.

=Email Bodies=

To edit the Email Body, click the Edit icon ([[File:Pencil.png|20px]]).
 
Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button ([[File:Addplus.png|20px]]). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields. See figure below for a sample email body.

[[File:Fig6.png|636px|center|thumb|Email body configuration]]
<center>'''Email Body'''</center>

Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]'''
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:13:35Z

Jlangston:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]'''

__FORCETOC__
=Email Server Settings=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. To enable an email select the ''Enable'' checkbox next to the desired email notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem and Change are accessible via tabs near the top.

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''.

=Email Bodies=

To edit the Email Body, click the Edit icon ([[File:Pencil.png|20px]]).

Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button ([[File:Addplus.png|20px]]). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields. See figure below for a sample email body.

[[File:Fig6.png|636px|center|thumb|Email body configuration]]
<center>'''Email Body'''</center>

Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]'''
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2012-10-19T00:11:25Z

Jlangston: /* Email Server Settings */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
Previous article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Email Keywords|Email Keywords]]'''

__FORCETOC__
=Email Server Settings=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. To enable an email select the ''Enable'' checkbox next to the desired email notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). To edit the Email Body, click the Edit icon ([[File:Pencil.png|20px]]). Notification triggers are configured for Request, Problems and Changes separately. Problem and Change are accessible via tabs near the top.

In order for the automatic email notifications to be sent the Email Server Settings will need to be configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''.

=Email Bodies=
Email Bodies allow you to modify the text that is in an automated email notification. To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed on the right of the email body and click the Add button ([[File:Addplus.png|20px]]). When the email is generated it will insert the data from this field into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields. See figure below for a sample email body.

[[File:Fig6.png|636px|center|thumb|Email body configuration]]
<center>'''Email Body'''</center>

Next article in this series: '''[[Layton ServiceDesk™ - Settings - Libraries - Cost Items|Cost Items]]'''
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

AuditWizard - Using AuditWizard - Network Discovery

2012-10-19T00:07:19Z

Jlangston: /* SNMP */

[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]
[[File:Aw_concepts_interface_netdisc.png|800px]]

=Ribbon Commands=

==Active Directory==

===Import Computers===
A standard Windows Active Directory dialog will appear. Select computers using standard procedures.

===Active Directory Advanced Settings===
This will pop up a dialog where you can specify whether to use either the root location or one or more custom location strings.

==NetBIOS==
This option will use NetBIOS to search the network for computers. There are no advanced settings for this option.

==TCP/IP==

===Find Computers===
This option will use a simple ping to search the network for computers.

===Advanced Settings===
A number of IP ranges can be specified. They can additionally be individually turned on and off so you can temporarily disable a range without having to delete it.

If no ranges are specified in Advanced Settings, AuditWizard will automatically search the IP range in which the AuditWizard computer is located.

==SNMP==

At this time, AuditWizard uses v2 of the SNMP protocol exclusively.

===Find SNMP devices===
Using SNMPv2, AuditWizard will attempt to find typically non-computer devices such as printers, network hardware, etc.

===SNMP Advanced Settings===
Similar to TCP/IP Advanced Settings, you can specify ranges and enable and disable them. The range that AuditWizard computer is located in will be prepopulated. SNMP community strings can be specified if necessary. The default string ''public'' is prepopulated.

==Auto-Discovery==

===Auto-Discovery Settings===
This feature can do a TCP/IP search on a user-defined schedule. Additionally, the Agent can be deployed by the AuditWizard Service on discovery.

'''Next: [[AuditWizard™ - Using AuditWizard - Other Buttons|Other Buttons]].'''
[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]

AuditWizard - Using AuditWizard - Network Discovery

2012-10-19T00:06:17Z

Jlangston: /* Find SNMP devices */

[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]
[[File:Aw_concepts_interface_netdisc.png|800px]]

=Ribbon Commands=

==Active Directory==

===Import Computers===
A standard Windows Active Directory dialog will appear. Select computers using standard procedures.

===Active Directory Advanced Settings===
This will pop up a dialog where you can specify whether to use either the root location or one or more custom location strings.

==NetBIOS==
This option will use NetBIOS to search the network for computers. There are no advanced settings for this option.

==TCP/IP==

===Find Computers===
This option will use a simple ping to search the network for computers.

===Advanced Settings===
A number of IP ranges can be specified. They can additionally be individually turned on and off so you can temporarily disable a range without having to delete it.

If no ranges are specified in Advanced Settings, AuditWizard will automatically search the IP range in which the AuditWizard computer is located.

==SNMP==

===Find SNMP devices===
Using SNMPv2, AuditWizard will attempt to find typically non-computer devices such as printers, network hardware, etc.

===SNMP Advanced Settings===
Similar to TCP/IP Advanced Settings, you can specify ranges and enable and disable them. The range that AuditWizard computer is located in will be prepopulated. SNMP community strings can be specified if necessary. The default string ''public'' is prepopulated.

==Auto-Discovery==

===Auto-Discovery Settings===
This feature can do a TCP/IP search on a user-defined schedule. Additionally, the Agent can be deployed by the AuditWizard Service on discovery.

'''Next: [[AuditWizard™ - Using AuditWizard - Other Buttons|Other Buttons]].'''
[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]

AuditWizard - Release Notes - AuditWizard 8.3.4

2012-10-17T04:24:02Z

Jlangston:

[[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

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.3.6

2012-10-17T04:23:44Z

Jlangston:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.3.6 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 '''lsd636_upgrade.exe'''. Once complete, the browser cache must be cleared for proper page display.

=Changes=
*830 Increase File-Size Limit for Document Manager
*864 Solution Page Not Fully Displayed in Safari and Chrome
*1047 Feature Request: Add task templates to change request types
*1050 Request Search auto-populates site after selecting end-user
*1060 Chrome rendering mini-tables in Problem/Change tabs
*1077 Email keyword improvement
*1116 Default Analyst Group improperly applying (None) setting
*1117 Incoming email line breaks lost
*1164 Feature Request: Request class auto-assignment
*1168 Firefox 10 error after login - Input string was not in a correct format
*1171 LDAP filter fails to save in large AD
*1177 Charts on Dashboard Display Without Data Until You Change the Filter
*1179 End user form refresh after selecting request type clears site
*1194 Dbo.businessrulesel.sys_brsel_value datatype restricting large strings
*1204 Cannot View AuditWizard asset child locations in end user usual site
*1210 Banner multiplies when logged out and logging back in
*1214 Emails with subjects >100 characters long do not become comments
*1244 Unable to apply comment to Problem or Change after upgrade to 6.3.5
*1257 Feature Request: Option to automatically apply CAB group to change, removing the Yes/No prompt
*1258 Feature Request: Option to add predefined CAB groups to change types
*1259 Feature Request: Export field data to XML file
*1261 Feature Request: Improve adding task templates to request types
*1266 Feature Request: Apply Owned By Default request setting to requests created by end users
*1267 Incoming emails being logged with datetime from email timestamp instead of server time
*1269 Feature Request: Save WebDAV settings if another email protocol is selected
*1274 LDAP auto imported analyst unable to view RLV, problems, changes, tasks
*1283 Switching from WebDAV to SMTP/POP3 and back to WebDAV results in email failure
*1284 Index was out of range. Must be non-negative and less than the size of the collection
*1295 Failed to upgrade database: The constraint 'PK__company__4363F47912FDD1B2' is being referenced by table 'requesttemplate', foreign key constraint 'FK_requesttemplate_company'. Could not drop constraint.
*1305 Request Form will not save the "Assigned to Analyst Group" field data when there is no "Assigned to Analyst" entered
*1306 Feature Request: Data import from text file
*1309 Analyst Group Analysts not saving settings

[[Category:Update Notes]]

AuditWizard - Release Notes - AuditWizard 8.3.5.1

2012-10-17T04:23:28Z

Jlangston:

[[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

[[Category:Update Notes]]

AuditWizard - Release Notes - AuditWizard 8.3.4

2012-10-17T04:03:41Z

Jlangston: