Layton Support - User contributions [en]

Layton ServiceDesk - Release Notes - Version 6.8.5

2026-03-24T04:46:14Z

Jpainter: Added navigation links

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.8.4]] [[Layton ServiceDesk - Release Notes - Version 6.8.4|Earlier Version]] [[Layton ServiceDesk - Release Notes - Version 6.8.6|Later Version]] [[File:Btn forward.png|link=Layton ServiceDesk - Release Notes - Version 6.8.6]]
=Overview=
Layton ServiceDesk 6.8.5 is a update patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.8.5==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[http://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[http://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[http://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Prerequisite=
==IIS Manager Modifications==
#Install '''[http://www.microsoft.com/downloads/details.aspx?FamilyID=eb4ebe2d-33c0-4a47-9dd4-b9a6d7bd44da&DisplayLang=en Microsoft Visual C++ 2005 SP1 Redistributable Package (x64)]'''.
#Restart.
#In IIS Manager, change ''IIS > DefaultAppPool > Enable 32-Bit Applications'' to ''True''.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_685''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_685''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script.

==Procedure==
#Download the '''[http://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_database_update.zip 6.8.5 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|67957
|Broken Page When Applying Template Containing ''< >'' Characters
|A '''[[Layton ServiceDesk - Settings - Libraries - Request Templates|template]]''', configured with the ''< >'' characters in the ''Problem Summary'' and ''Problem Desc'' fields, intended to be placeholders that the Analyst would replace, would cause a broken page when '''[[Layton ServiceDesk - Logging a New Request Using the Web Interface#Applying Templates|applied on a Request form]]'''. The parsing of these characters were addressed, so they can now be used. This also resolved a related error, in which the characters were directly entered into those fields on the Request form.
|-style="vertical-align:top;"
|67987
|When End User Creates Request, Duration Counted Despite Being in Suspended Status
|In a specific scenario, where '''[[Layton ServiceDesk - General Settings - Request Settings#Default Status|the Default Status]]''' was set to a status of type '''[[Layton ServiceDesk - Settings - Libraries - Request Statuses#Suspend|Suspend]]''', and the End User created a Request in the web interface, time was being counted from the moment the Request was created and appeared in the Duration field on the Request form. This issue did not occur when the Analyst created the Request. This has been resolved.
|-style="vertical-align:top;"
|68390
|Broken Link on ''Register License Key'' Page
|The ''Get License Key'' link on the '''[[Layton ServiceDesk - Settings - System Settings - License Information|License Information]]''' page opened a link that was broken. The destination page has been updated.
|}

Released 2020-11-25
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.8.4]] [[Layton ServiceDesk - Release Notes - Version 6.8.4|Earlier Version]] [[Layton ServiceDesk - Release Notes - Version 6.8.6|Later Version]] [[File:Btn forward.png|link=Layton ServiceDesk - Release Notes - Version 6.8.6]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes

2026-02-10T03:45:42Z

Jpainter: Updated for LSD 6.9.4

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
='''[[LSD Current Version|Current Update Version]]'''=
*[[Layton ServiceDesk - Release Notes - Version 6.9.4|Version 6.9.4]]

='''[[LSD Latest Full Version|Latest Full Version]]'''=
*[[Layton ServiceDesk - Release Notes - Version 6.9.4|Version 6.9.4]]

=Previous Versions=
*[[Layton ServiceDesk - Release Notes - Version 6.9.3|Version 6.9.3]]
*[[Layton ServiceDesk - Release Notes - Version 6.9.2|Version 6.9.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.9.1|Version 6.9.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.9.0|Version 6.9.0]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.7|Version 6.8.7]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.6|Version 6.8.6]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.5|Version 6.8.5]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.4|Version 6.8.4]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.3|Version 6.8.3]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.2|Version 6.8.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.1|Version 6.8.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.8.0|Version 6.8.0]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.3|Version 6.7.3]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.2.1|Version 6.7.2.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.2|Version 6.7.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.1.1|Version 6.7.1.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.1|Version 6.7.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.0.2|Version 6.7.0.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.0.1|Version 6.7.0.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.7.0|Version 6.7.0]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.9|Version 6.6.9]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.8|Version 6.6.8]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.7|Version 6.6.7]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.6|Version 6.6.6]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.5|Version 6.6.5]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.4|Version 6.6.4]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.3|Version 6.6.3]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.2.1|Version 6.6.2.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.2|Version 6.6.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.1|Version 6.6.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.6.0|Version 6.6.0]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.9|Version 6.5.9]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.8|Version 6.5.8]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.7.1|Version 6.5.7.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.7|Version 6.5.7]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.6|Version 6.5.6]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.3|Version 6.5.3]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.2|Version 6.5.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.5.0|Version 6.5.0]]
*[[Layton ServiceDesk - Release Notes - Version 6.4.8.1|Version 6.4.8.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.4.8|Version 6.4.8]]
*[[Layton ServiceDesk - Release Notes - Version 6.4.6.1|Version 6.4.6.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.4.2|Version 6.4.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.4.1|Version 6.4.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.9.1|Version 6.3.9.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.9|Version 6.3.9]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.8.3|Version 6.3.8.3]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.8.1|Version 6.3.8.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.8|Version 6.3.8]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.7|Version 6.3.7]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.6|Version 6.3.6]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.2|Version 6.3.2]]
*[[Layton ServiceDesk - Release Notes - Version 6.3.1|Version 6.3.1]]
*[[Layton ServiceDesk - Release Notes - Version 6.2.0|Version 6.2.0]]
*[[Layton ServiceDesk - Release Notes - Version 6.1.0|Version 6.1.0]]
*[[Layton ServiceDesk - Release Notes - Version 6.0.0|Version 6.0.0]]

Main Page

2026-02-10T03:43:19Z

Jpainter: Updated for LSD 6.9.4

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" align="left"
|
====Welcome to the Layton Technology Wiki Support Portal====
You will find everything you need in our Wiki Support Portal; including user guides, release notes, access to the secure customer area to download the latest product updates—it's all here in one convenient place.

Information and support documentation is added regularly. Please bookmark this page.

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

{| class="wikitable" border="1"
! style="background:#E2E2E2;" width="200"|Product
! style="background:#E2E2E2;" width="200"|Current Version
! style="background:#E2E2E2;" width="200"|Release Date
|-
|'''[[User_Guide_for_Layton_ServiceDesk|Layton ServiceDesk]]'''
|'''[[LSD Current Version|6.9.4]]'''
|2026-02-10
|-
|'''[[User_Guide_for_AuditWizard|AuditWizard]]'''
|'''[[AW Current Version|8.4.8]]'''
|2022-05-10
|}

[[File:btn_download_up.png |link=http://laytontechnology.com/download/ |center|Download a Free Trial]]

LSD Latest Full Version

2026-02-10T03:39:09Z

Jpainter: Updated link

#redirect [[Layton ServiceDesk - Release Notes - Version 6.9.4]]

LSD Current Version

2026-02-10T03:38:39Z

Jpainter: Updated link

#redirect [[Layton ServiceDesk - Release Notes - Version 6.9.4]]

Layton ServiceDesk - Release Notes - Version 6.9.4

2026-02-10T03:37:47Z

Jpainter: Minor text changes

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.4 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.4==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_694''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_694''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database_684.zip 6.9.4 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 50px; color: #FFFFFF"|#
! style="background:#009999; width: 250px; color: #FFFFFF"|Title
! style="background:#009999; width: 700px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68714
|LDAP Import Not Working Due to Incorrect Value in ''sys_manualcreate'' Column
|A new column was added to the database in a recent version. The LDAP import process had not been updated to allow for this. This has been resolved.
|-style="vertical-align:top;"
|68789
|Installation Issues with .NET 4.5
|Additional bug fixing for this configuration was done.
|}

Released 2026-02-10.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.3

2026-02-10T03:35:13Z

Jpainter: Added

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]] [[Layton ServiceDesk - Release Notes - Version 6.9.4|Later Version]] [[File:Btn forward.png|link=Layton ServiceDesk - Release Notes - Version 6.9.4]]
=Overview=
Layton ServiceDesk 6.9.3 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.3==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_693''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_693''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database_683.zip 6.9.3 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

=Enhancements=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68773
|Change All References from ''Out Of Office'' to ''Email Filter''.
|In preparation for an upcoming interface change, all text in the interface for the ''Out Of Office Ignore'' setting has been changed to '''[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]'''.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]] [[Layton ServiceDesk - Release Notes - Version 6.9.4|Later Version]] [[File:Btn forward.png|link=Layton ServiceDesk - Release Notes - Version 6.9.4]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Troubleshooting - Manual Application Uninstallation

2026-02-02T02:51:54Z

Jpainter: Minor text changes

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Overview=
Under some circumstances, it may be necessary to manually uninstall the application. Potential issues are accounted for in the procedure.

=Using ''Apps & features'': Handling Error 100=
==Procedure==
===Uninstallation===
#On the Layton ServiceDesk server, open ''Settings > Apps & features''.
#Click ''Layton ServiceDesk''. Click the ''Uninstall'' button.
#If nothing happens, remove the ''LaytonServiceDesk'' service, as there is something wrong with that installation:
##Open Command Prompt as Administrator.
##Execute this command: <code>sc delete LaytonServiceDesk</code> The ''LaytonServiceDesk'' service will be removed.
#In ''Apps & features'', click ''Layton ServiceDesk'', then click the ''Uninstall'' button.
#If this error message appears, it is expecting the ''LaytonServiceDesk'' service to be installed.
#:[[File:Lsd uninstall lssd service error01.png|_blank]]
#:Steps to resolve:
##Open Command Prompt as Administrator.
##Execute this command, assuming that Layton ServiceDesk is installed on C: drive: <code>"C:\Windows\Microsoft.NET\Framework\v4.0.30319\installutil.exe" "C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LaytonServiceDesk.exe"</code> The ''LaytonServiceDesk'' service will be reinstalled.
#Open ''Settings > Apps & features''.
#Click ''Layton ServiceDesk''. Click the ''Uninstall'' button.
#If the ''LaytonServiceDesk'' service is running when you initiate uninstallation, you will get a dialog saying that it should be closed before continuing. Check the option ''Automatically close applications and attempt to restart them once setup is complete''. Click the ''OK'' button. Note that it can take some time to complete.

===Cleaning the System===
#Open Internet Information Services (IIS) Manager.
##In ''Application Pools'', delete ''LaytonServiceDeskAppPool''.
##In ''Sites > Default Website'', delete the virtual directory ''LaytonServiceDesk''.
#Open Services console.
#Check to see if the LaytonServiceDesk service exists. If it does, open a command prompt and run this command to remove it: <code>sc delete LaytonServiceDesk</code> If the service becomes ''marked for deletion'' but hasn't been removed, restart the server and check that the service has been removed.
#Delete the folder ''Layton Technology'' in C:\Program Files\.

=Resolving Persistent Reference in ''Apps & features''=
==Overview==
In this situation, the Program Files files have been removed and the application is essentially uninstalled, but still appears in ''Apps & features''. This will prevent reinstallation. The following procedure will clean the system.

==Procedure==
#In the Windows Services console, stop ''World Wide Web Publishing Service''.
#In IIS Manager, delete the ''LaytonServiceDesk'' virtual directory from the ''Default'' website.
#In Program Files (x86), delete the ''Layton ServiceDesk'' folder.
#Empty the bin.
#In Registry Editor, go to ''Computer\HKEY_CURRENT_USER\Software\Layton Technology, Inc.''.
#Delete anything containing the string ''Layton'' (if AuditWizard is installed, leave AuditWizard keys).
#Go to ''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MATS\WindowsInstaller''
#If there is anything related to ''Layton ServiceDesk'', delete the parent.
#Go to these locations and delete anything relating to ''Layton ServiceDesk''. You may have to search the locations for the string ''Layton Service'':
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\Folders''
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\''
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall''
##''Computer\HKEY_LOCAL_MACHINE\SYSTEM\Setup\FirstBoot\Services''
#In ''Apps & features'', check to ensure that Layton ServiceDesk no longer appears.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - Troubleshooting - Manual Application Uninstallation

2026-02-02T02:39:04Z

Jpainter: Minor text changes

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Overview=
Under some circumstances, it may be necessary to manually uninstall the application. Potential issues are accounted for in the procedure.

=Using ''Apps & features'': Handling Error 100=
==Procedure==
===Uninstallation===
#On the Layton ServiceDesk server, open ''Settings > Apps & features''.
#Click ''Layton ServiceDesk''. Click the ''Uninstall'' button.
#If nothing happens, remove the ''LaytonServiceDesk'' service, as there is something wrong with that installation:
##Open Command Prompt as Administrator.
##Execute this command: <code>sc delete LaytonServiceDesk</code> The ''LaytonServiceDesk'' service will be removed.
#In ''Apps & features'', click ''Layton ServiceDesk'', then click the ''Uninstall'' button.
#If this error message appears, it is expecting the ''LaytonServiceDesk'' service to be installed.
#:[[File:Lsd uninstall lssd service error01.png|_blank]]
#:Steps to resolve:
##Open Command Prompt as Administrator.
##Execute this command, assuming that Layton ServiceDesk is installed on C: drive: <code>"C:\Windows\Microsoft.NET\Framework\v4.0.30319\installutil.exe" "C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LaytonServiceDesk.exe"</code> The ''LaytonServiceDesk'' service will be reinstalled.
#Open ''Settings > Apps & features''.
#Click ''Layton ServiceDesk''. Click the ''Uninstall'' button.
#If the ''LaytonServiceDesk'' service is running when you initiate uninstallation, you will get a dialog saying that it should be closed before continuing. Check the option ''Automatically close applications and attempt to restart them once setup is complete''. Click the ''OK'' button. Note that it can take some time to complete.

===Cleaning the System===
#Open Internet Information Services (IIS) Manager.
##In ''Application Pools'', delete ''LaytonServiceDeskAppPool''.
##In ''Sites > Default Website'', delete the virtual directory ''LaytonServiceDesk''.
#Open Services console.
#Check to see if the LaytonServiceDesk service exists. If it does, open a command prompt and run this command to remove it: <code>sc delete LaytonServiceDesk</code> If the service becomes ''marked for deletion'' but hasn't been removed, restart the server and check that the service has been removed.
#Delete the folder ''Layton Technology'' in C:\Program Files\.

=Resolving Persistent Reference in ''Apps & features''=
==Overview==
In this situation, the Program Files files have been removed and the application is essentially uninstalled, but still appears in ''Apps & features''. This will prevent reinstallation. The following procedure will clean the system.

==Procedure==
#In the Windows Services console, stop ''World Wide Web Publishing Service''.
#In IIS Manager, delete the ''LaytonServiceDesk'' virtual directory from the ''Default'' website.
#In Program Files (x86), delete the ''Layton ServiceDesk'' folder.
#Empty the bin.
#In Registry Editor, go to ''Computer\HKEY_CURRENT_USER\Software\''.
#Delete anything containing the string ''Layton'' (if AuditWizard is installed, leave AuditWizard keys).
#Go to ''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MATS\WindowsInstaller''
#If there is anything related to ''Layton ServiceDesk'', delete the parent.
#Go to these locations and delete anything relating to ''Layton ServiceDesk''. You may have to search the locations for the string ''Layton Service'':
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\Folders''
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\''
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall''
##''Computer\HKEY_LOCAL_MACHINE\SYSTEM\Setup\FirstBoot\Services''
#In ''Apps & features'', check to ensure that Layton ServiceDesk no longer appears.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-12-03T04:21:11Z

Jpainter: Added link to "Layton TLS Files.zip"

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Error Code: OleDbException (0x80004005)=
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Issue Summary=

The LaytonServiceDesk ASP.NET application, deployed on Windows Server 2016 and developed using .NET Framework 4.5, is encountering a SQL Server connection failure. The error message is:

[DBNETLIB][ConnectionOpen (SECDoClientHandshake()).]SSL Security error.

This issue occurred after TLS 1.0 and TLS 1.1 were disabled on the SQL Server (Windows Server 2019) to enforce modern security protocols.

=Root Cause Analysis=

*The error results from a failed SSL/TLS handshake.
*The application uses a legacy SQL client (e.g., DBNETLIB or SQLOLEDB) that does not support or default to TLS 1.2.
*Additionally, .NET Framework 4.5 does not enable TLS 1.2 by default, even though the operating system supports it.

=Proposed Resolution=

Upgrade to a modern SQL client. Update the application's connection string to use ''MSOLEDBSQL'' or ''System.Data.SqlClient'', both of which support TLS 1.2. ''MSOLEDBSQL'' was chosen for minimal required changes and to resolve the issue quickly.

=Steps to Implement the Fix=
==IIS Configuration (''Layton ServiceDesk'' Site)==

1. Open IIS Manager (''Run > inetmgr'').

2. Expand the ''Sites'' node.

3. Locate and right-click the ''Layton'' site.

4. Select ''Explore'' to open the root directory:

[[File:Oledbexception_0x80004005_01.jpg]]

6. Navigate to the ''bin'' folder:

[[File:Oledbexception_0x80004005_02.jpg]]

7. Backup the existing files: 
**''App_Code.dll''
**''App_Code.compiled''

8. Download a replacement set of files:

[https://laytontechnology.com/support/images/7/79/layton_tls_files.zip Layton TLS Files]

9. Unzip and replace the above files.

==SQL Client Installation==
1. Download the [https://go.microsoft.com/fwlink/?linkid=2318001 x64 Installer] from Microsoft.

2. Run the installer.

==Final Steps==
*Reboot the server.
*Restart IIS.
*Run the application to verify connectivity to the SQL Server.

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

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-11-26T21:03:05Z

Jpainter: Minor edits

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Error Code: OleDbException (0x80004005)=
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Issue Summary=

The LaytonServiceDesk ASP.NET application, deployed on Windows Server 2016 and developed using .NET Framework 4.5, is encountering a SQL Server connection failure. The error message is:

[DBNETLIB][ConnectionOpen (SECDoClientHandshake()).]SSL Security error.

This issue occurred after TLS 1.0 and TLS 1.1 were disabled on the SQL Server (Windows Server 2019) to enforce modern security protocols.

=Root Cause Analysis=

*The error results from a failed SSL/TLS handshake.
*The application uses a legacy SQL client (e.g., DBNETLIB or SQLOLEDB) that does not support or default to TLS 1.2.
*Additionally, .NET Framework 4.5 does not enable TLS 1.2 by default, even though the operating system supports it.

=Proposed Resolution=

Upgrade to a modern SQL client. Update the application's connection string to use ''MSOLEDBSQL'' or ''System.Data.SqlClient'', both of which support TLS 1.2. ''MSOLEDBSQL'' was chosen for minimal required changes and to resolve the issue quickly.

=Steps to Implement the Fix=
==IIS Configuration (''Layton ServiceDesk'' Site)==

1. Open IIS Manager (''Run > inetmgr'').

2. Expand the ''Sites'' node.

3. Locate and right-click the ''Layton'' site.

4. Select ''Explore'' to open the root directory:

[[File:Oledbexception_0x80004005_01.jpg]]

6. Navigate to the ''bin'' folder:

[[File:Oledbexception_0x80004005_02.jpg]]

7. Backup the existing files: 
**''App_Code.dll''
**''App_Code.compiled''

8. Download a replacement set of files:

9. Unzip and replace the above files.

==SQL Client Installation==
1. Download the [https://go.microsoft.com/fwlink/?linkid=2318001 x64 Installer] from Microsoft.

2. Run the installer.

==Final Steps==
*Reboot the server.
*Restart IIS.
*Run the application to verify connectivity to the SQL Server.

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

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-11-26T07:22:46Z

Jpainter: Added section "Final Steps"

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Error Code: OleDbException (0x80004005)=
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Issue Summary=

The LaytonServiceDesk ASP.NET application, deployed on Windows Server 2016 and developed using .NET Framework 4.5, is encountering a SQL Server connection failure. The error message is:

[DBNETLIB][ConnectionOpen (SECDoClientHandshake()).]SSL Security error.

This issue occurred after TLS 1.0 and TLS 1.1 were disabled on the SQL Server (Windows Server 2019) to enforce modern security protocols.

=Root Cause Analysis=

*The error results from a failed SSL/TLS handshake.
*The application uses a legacy SQL client (e.g., DBNETLIB or SQLOLEDB) that does not support or default to TLS 1.2.
*Additionally, .NET Framework 4.5 does not enable TLS 1.2 by default, even though the operating system supports it.

=Proposed Resolution=

Upgrade to a modern SQL client. Update the application's connection string to use ''MSOLEDBSQL'' or ''System.Data.SqlClient'', both of which support TLS 1.2. ''MSOLEDBSQL'' was chosen for minimal required changes and to resolve the issue quickly.

=Steps to Implement the Fix=
==IIS Configuration (''Layton ServiceDesk'' Site)==

1. Open IIS Manager (''Run > inetmgr'').

2. Expand the ''Sites'' node.

3. Locate and right-click the ''Layton'' site.

4. Select ''Explore'' to open the root directory:

[[File:Oledbexception_0x80004005_01.jpg]]

6. Navigate to the ''bin'' folder:

[[File:Oledbexception_0x80004005_02.jpg]]

7. Backup the existing files: 
**''App_Code.dll''
**''App_Code.compiled''

8. Download a replacement set of files:

9. Unzip and replace the above files.

==SQL Client Installation==
1. Download the [https://go.microsoft.com/fwlink/?linkid=2318001 x64 Installer].

2. Run the installer.

==Final Steps==
*Reboot the server.
*Restart IIS.
*Run the application to verify connectivity to the SQL Server.

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

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-11-26T07:21:33Z

Jpainter: Added section "SQL Client Installation"

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Error Code: OleDbException (0x80004005)=
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Issue Summary=

The LaytonServiceDesk ASP.NET application, deployed on Windows Server 2016 and developed using .NET Framework 4.5, is encountering a SQL Server connection failure. The error message is:

[DBNETLIB][ConnectionOpen (SECDoClientHandshake()).]SSL Security error.

This issue occurred after TLS 1.0 and TLS 1.1 were disabled on the SQL Server (Windows Server 2019) to enforce modern security protocols.

=Root Cause Analysis=

*The error results from a failed SSL/TLS handshake.
*The application uses a legacy SQL client (e.g., DBNETLIB or SQLOLEDB) that does not support or default to TLS 1.2.
*Additionally, .NET Framework 4.5 does not enable TLS 1.2 by default, even though the operating system supports it.

=Proposed Resolution=

Upgrade to a modern SQL client. Update the application's connection string to use ''MSOLEDBSQL'' or ''System.Data.SqlClient'', both of which support TLS 1.2. ''MSOLEDBSQL'' was chosen for minimal required changes and to resolve the issue quickly.

=Steps to Implement the Fix=
==IIS Configuration (''Layton ServiceDesk'' Site)==

1. Open IIS Manager (''Run > inetmgr'').

2. Expand the ''Sites'' node.

3. Locate and right-click the ''Layton'' site.

4. Select ''Explore'' to open the root directory:

[[File:Oledbexception_0x80004005_01.jpg]]

6. Navigate to the ''bin'' folder:

[[File:Oledbexception_0x80004005_02.jpg]]

7. Backup the existing files: 
**''App_Code.dll''
**''App_Code.compiled''

8. Download a replacement set of files:

9. Unzip and replace the above files.

==SQL Client Installation==
1. Download the [https://go.microsoft.com/fwlink/?linkid=2318001 x64 Installer].

2. Run the installer.

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

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-11-26T07:17:03Z

Jpainter: Minor edits

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Error Code: OleDbException (0x80004005)=
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Issue Summary=

The LaytonServiceDesk ASP.NET application, deployed on Windows Server 2016 and developed using .NET Framework 4.5, is encountering a SQL Server connection failure. The error message is:

[DBNETLIB][ConnectionOpen (SECDoClientHandshake()).]SSL Security error.

This issue occurred after TLS 1.0 and TLS 1.1 were disabled on the SQL Server (Windows Server 2019) to enforce modern security protocols.

=Root Cause Analysis=

*The error results from a failed SSL/TLS handshake.
*The application uses a legacy SQL client (e.g., DBNETLIB or SQLOLEDB) that does not support or default to TLS 1.2.
*Additionally, .NET Framework 4.5 does not enable TLS 1.2 by default, even though the operating system supports it.

=Proposed Resolution=

Upgrade to a modern SQL client. Update the application's connection string to use ''MSOLEDBSQL'' or ''System.Data.SqlClient'', both of which support TLS 1.2. ''MSOLEDBSQL'' was chosen for minimal required changes and to resolve the issue quickly.

=Steps to Implement the Fix=
==IIS Configuration (''Layton ServiceDesk'' Site)==

1. Open IIS Manager (''Run > inetmgr'').

2. Expand the ''Sites'' node.

3. Locate and right-click the ''Layton'' site.

4. Select ''Explore'' to open the root directory:

[[File:Oledbexception_0x80004005_01.jpg]]

6. Navigate to the ''bin'' folder:

[[File:Oledbexception_0x80004005_02.jpg]]

7. Backup the existing files: 
**''App_Code.dll''
**''App_Code.compiled''

8. Download a replacement set of files:

9. Unzip and replace the above files.

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

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-11-26T07:16:35Z

Jpainter: Completed section

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Error Code: OleDbException (0x80004005)=
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Issue Summary=

The LaytonServiceDesk ASP.NET application, deployed on Windows Server 2016 and developed using .NET Framework 4.5, is encountering a SQL Server connection failure. The error message is:

[DBNETLIB][ConnectionOpen (SECDoClientHandshake()).]SSL Security error.

This issue occurred after TLS 1.0 and TLS 1.1 were disabled on the SQL Server (Windows Server 2019) to enforce modern security protocols.

=Root Cause Analysis=

*The error results from a failed SSL/TLS handshake.
*The application uses a legacy SQL client (e.g., DBNETLIB or SQLOLEDB) that does not support or default to TLS 1.2.
*Additionally, .NET Framework 4.5 does not enable TLS 1.2 by default, even though the operating system supports it.

=Proposed Resolution=

Upgrade to a modern SQL client. Update the application's connection string to use ''MSOLEDBSQL'' or ''System.Data.SqlClient'', both of which support TLS 1.2. ''MSOLEDBSQL'' was chosen for minimal required changes and to resolve the issue quickly.

=Steps to Implement the Fix=
==IIS Configuration (Layton ServiceDesk Site)==

1. Open IIS Manager (''Run > inetmgr'').

2. Expand the ''Sites'' node.

3. Locate and right-click the ''Layton'' site.

4. Select ''Explore'' to open the root directory:

[[File:Oledbexception_0x80004005_01.jpg]]

6. Navigate to the ''bin'' folder:

[[File:Oledbexception_0x80004005_02.jpg]]

7. Backup the existing files: 
**''App_Code.dll''
**''App_Code.compiled''

8. Download a replacement set of files:

9. Unzip and replace the above files.

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

File:Oledbexception 0x80004005 02.jpg

2025-11-26T07:02:52Z

Jpainter:

File:Oledbexception 0x80004005 01.jpg

2025-11-26T06:58:02Z

Jpainter:

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-11-26T06:51:02Z

Jpainter: Added sections

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Error Code: OleDbException (0x80004005)=
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Issue Summary=

The LaytonServiceDesk ASP.NET application, deployed on Windows Server 2016 and developed using .NET Framework 4.5, is encountering a SQL Server connection failure. The error message is:

[DBNETLIB][ConnectionOpen (SECDoClientHandshake()).]SSL Security error.

This issue occurred after TLS 1.0 and TLS 1.1 were disabled on the SQL Server (Windows Server 2019) to enforce modern security protocols.

=Root Cause Analysis=

*The error results from a failed SSL/TLS handshake.
*The application uses a legacy SQL client (e.g., DBNETLIB or SQLOLEDB) that does not support or default to TLS 1.2.
*Additionally, .NET Framework 4.5 does not enable TLS 1.2 by default, even though the operating system supports it.

=Proposed Resolution=

Upgrade to a modern SQL client. Update the application's connection string to use ''MSOLEDBSQL'' or ''System.Data.SqlClient'', both of which support TLS 1.2. ''MSOLEDBSQL'' was chosen for minimal required changes and to resolve the issue quickly.

=Configuration=

Do this procedure if advised.

1.

2.

3.

4.

5.

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

Layton ServiceDesk - Errors - OleDbException (0x80004005)

2025-11-26T06:42:52Z

Jpainter: New page

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
==Error Code: OleDbException (0x80004005)==
Server Error in '/LaytonServiceDesk' Application.

[DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.
Description: An unhandled exception occurred during the execution of the current web request. Please review the stack trace for more information about the error and where it originated in the code.

Exception Details: System.Data.OleDb.OleDbException: [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.

Source Error:

[OleDbException (0x80004005): [DBNETLIB][ConnectionOpen (SECCreateCredentials().]SSL Security error.]

=Configuration=

Do this procedure if advised.

1.

2.

3.

4.

5.

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

User Guide for Layton ServiceDesk

2025-11-26T06:38:56Z

Jpainter: Added link to new article, "OleDbException (0x80004005)"

__NOTOC__
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
=Overview=
This user guide lists '''[[User Guide for Layton ServiceDesk#FAQs|FAQs]]''' and '''[[User Guide for Layton ServiceDesk#Troubleshooting|troubleshooting]]''' articles ahead of the '''[[User Guide for Layton ServiceDesk#Table of Contents|main user guide articles]]'''. '''[[User Guide for Layton ServiceDesk#Workflows|Workflows]]''' detail configurations for specific purposes and '''[[User Guide for Layton ServiceDesk#Reports|Reports]]''' lists additional report configurations.

=FAQs=
*[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]]
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log|Application Log]]
***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated|Application Log - Truncated]]
***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full|Application Log - Full]]
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|LDAP Import Log]]
*[[Layton ServiceDesk - Procedures - General - Sending your Database to Support|Sending your Database to Support]]
*[[Layton ServiceDesk - Procedures - General - Sending Incoming Email Samples to Support|Sending Incoming Email Samples to Support]]
*[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|How to Find the Version Number]]
*[[Layton ServiceDesk - Procedures - General - How to Find the Type of SQL Database in Use|How to Find the Type of SQL Database in Use]]
*[[Layton ServiceDesk - FAQ - Manual SQL Connection|Manual SQL Connection]]
*[[Layton ServiceDesk - FAQ - NTLM (Auto) Login|NTLM (Auto) Login]]
*[[Layton ServiceDesk - FAQ - Manual Login|Manual Login]]
*[[Layton ServiceDesk - FAQ - User Deletion|User Deletion]]
*[[Layton ServiceDesk - FAQ - System Requirements|System Requirements]]
*[[Layton ServiceDesk - FAQ - Active Directory Field Mapping|Active Directory Field Mapping]]
*[[Layton ServiceDesk - FAQ - Database Schema|Database Schema]]
*[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1 Configuration]]
*[http://laytontechnology.com/privacy-statement/ Privacy Statement]

=Troubleshooting=
*Installation
**[[Layton ServiceDesk - Troubleshooting - Installer Stops Instantly|Installer Stops Instantly]]
**[[Layton ServiceDesk - Troubleshooting - Installer Stops After Database Tool Procedure|Installer Stops After Database Tool Procedure]]
**[[Layton ServiceDesk - Troubleshooting - Installer Almost Finishes, Then Rolls Back (Error 1603)|Installer Almost Finishes, Then Rolls Back (Error 1603)]]
**[[Layton ServiceDesk - Troubleshooting - The specified path '' is unavailable|The specified path <nowiki>''</nowiki> is unavailable]]
**[[Layton ServiceDesk - Troubleshooting - Creating an Installer Log|Creating an Installer Log]]
*LaytonServiceDesk Service
**[[Layton ServiceDesk - Troubleshooting - Change Service Account|Change Service Account]]
**[[Layton ServiceDesk - Troubleshooting - Manually Reinstall Service|Manually Reinstall Service]]
*Can't Launch the Application
**[[Layton ServiceDesk - Errors - HTTP Error 404 - File or Directory Not Found|HTTP Error 404 - File or Directory Not Found]]
**[[Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error|HTTP Error 500.19 - Internal Server Error]]
**[[Layton ServiceDesk - Errors - Server Error in '/' Application|Server Error in '/' Application]]
**[[Layton ServiceDesk - Errors - OleDbException (0x80004005)]]
**[[Layton ServiceDesk - Errors - System.Security.SecurityException|System.Security.SecurityException]]
**[[Layton ServiceDesk - Errors - Configuration Error|Configuration Error]]
**[[Layton ServiceDesk - Errors - Cannot open database "LaytonServiceDesk" requested by the login|Cannot open database "LaytonServiceDesk" requested by the login]]
*[[Layton ServiceDesk - Troubleshooting - Can't Login|Can't Login]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Access is denied, Error message 401.2|Access is denied, Error message 401.2]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Not Registered|Not Registered]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Windows Authentication Prompt|Windows Authentication Prompt]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - 401 Unauthorized on Auto Login|401 Unauthorized on Auto Login]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Evaluation Period Expired|Evaluation Period Expired]]
**[[Layton ServiceDesk - Troubleshooting - Your login has timed out or you have tried to access a page directly without logging in|Your login has timed out or you have tried to access a page directly without logging in]]
**[[Layton ServiceDesk - Troubleshooting - License Renewal Page Opens on Login|License Renewal Page Opens on Login]]
**[[Layton ServiceDesk - Troubleshooting - Broken Page, LaytonServiceDeskAppPool Message|Broken Page, ''LaytonServiceDeskAppPool'' Message]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|IIS Anonymous Authentication Enabled]]
*Email
**[[Layton ServiceDesk - Troubleshooting - POP ERR Command is not valid in this state|POP ERR Command is not valid in this state]]
**[[Layton ServiceDesk - Troubleshooting - SmtpException|SmtpException (5.7.1 Unable to relay)]]
**[[Layton ServiceDesk - Troubleshooting - Outgoing Email Stops|Outgoing Email Stops]]
**[[Layton ServiceDesk - Troubleshooting - Incoming Email Stops|Incoming Email Stops]]
**[[Layton ServiceDesk - Troubleshooting - Incoming Email Overload|Incoming Email Overload]]
*[[Layton ServiceDesk - Troubleshooting - Backup|Backup]]
*[[Layton ServiceDesk - Troubleshooting - Disaster Recovery|Disaster Recovery]]
*[[Layton ServiceDesk - Troubleshooting - Internet Explorer Display Issues|Internet Explorer Display Issues]]
*[[Layton ServiceDesk - Troubleshooting - Can't See Any Requests|Can't See Any Requests]]
*[[Layton ServiceDesk - Troubleshooting - Can't Assign Specific Analysts|Can't Assign Specific Analysts]]
*[[Layton ServiceDesk - Troubleshooting - Failed to Save Data|Failed to Save Data]]
*[[Layton ServiceDesk - Troubleshooting - Attachments Didn't Migrate from HelpBox to Layton ServiceDesk|Attachments Didn't Migrate from HelpBox to Layton ServiceDesk]]
*[[Layton ServiceDesk - Troubleshooting - LDAP Import Stops After Reconfiguring LDAP Server Connection|LDAP Import Stops After Reconfiguring LDAP Server Connection]]
*[[Layton ServiceDesk - Troubleshooting - Images Not Displayed or File Links Broken|Images Not Displayed or File Links Broken]]
*Reporting
**[[Layton ServiceDesk - Troubleshooting - PDF Report Not Attached to Scheduled Report Email|PDF Report Not Attached to Scheduled Report Email]]
**[[Layton ServiceDesk - Troubleshooting - Duplicate Scheduled Report Emails|Duplicate Scheduled Report Emails]]
*[[Layton ServiceDesk - Troubleshooting - Large Attachments|Large Attachments]]
*[[Layton ServiceDesk - Troubleshooting - Date Format Not Displaying Correctly|Date Format Not Displaying Correctly]]
*[[Layton ServiceDesk - Troubleshooting - Manual Application Uninstallation|Manual Application Uninstallation]]

=Table of Contents=
==Installation==
*[[Layton ServiceDesk - System Requirements|System Requirements]]
*[[Layton ServiceDesk - Pre-Installation Procedure|Pre-Installation Procedure]]
*Database Installation Tool
**[[Layton ServiceDesk - Installation - Which Method to Use?|Which Method to Use?]]
**Install New Database
***[[Layton ServiceDesk - Installation - New Installation|New Installation]]
***[[Layton ServiceDesk - Installation - New Installation - Install New Database|Install New Database Procedure]]
**HelpBox Migration Options
***[[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 - Migration|Migration]]
***[[Layton ServiceDesk - Installation - Migration - Application Only|Application Only]]
***[[Layton ServiceDesk - Installation - Migration - Application Only (Direct Update to Latest Version)|Application Only (Direct Update to Latest Version)]]
***[[Layton ServiceDesk - Installation - Migration - Application and Database|Application and Database]]
***[[Layton ServiceDesk - Installation - Migration - Database Only|Database Only]]
**[[Layton ServiceDesk - Installation - Test Installation|Test Installation]]
**[[Layton ServiceDesk - Installation - Special Notes|Special Notes]]
***[[Layton ServiceDesk - Installation - Special Notes - Turn Off Friendly HTTP Error Messages|Turn Off Friendly HTTP Error Messages]]
***[[Layton ServiceDesk - Pre-Installation - SQL & Windows Authentication|SQL & Windows Authentication]]
***[[Layton ServiceDesk - Pre-Installation - ASP.NET Configuration|ASP.NET Configuration]]
***[[Layton ServiceDesk - Installation - Special Notes - IIS 6 Management Compatibility|Installer Instantly Stops on Windows Server 2008]]
***[[Layton ServiceDesk - Installation - Special Notes - Increase Service Startup Timeout|Installer Can't Start Service, Rolls Back]]
***[[Layton ServiceDesk - Installation - Special Notes - Incorrect Date Format for Non-US Countries|Incorrect Date Format for Non-US Countries]]
***[[Layton ServiceDesk - Troubleshooting - Application Timeout|Application Timeout]]

==Concepts==
*[[Layton ServiceDesk - System Overview|System Overview]]
*[[Layton ServiceDesk - Flow Diagram|Flow Diagram]]

==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 - Configuring the System - List of Forms|List of Forms]]
*[[Layton ServiceDesk - Configuring the System - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk - Configuring the System - Default List Views|Default List Views]]
*[[Layton ServiceDesk - Configuring the System - Solution Base|Solution Base]]
*[[Layton ServiceDesk - Configuring the System - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk - Configuring the System - Surveys|Surveys]]
*[[Layton ServiceDesk - Configuring the System - Searching|Searching]]

==Using the System==
===Using the System (Analyst)===
*[[Layton ServiceDesk - Dashboard|Dashboard]]
*[[Layton ServiceDesk - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk - Whiteboard|Whiteboard]]
*Logging a New Request
**[[Layton ServiceDesk - Logging a New Request Using the Web Interface|Using the Web Interface]]
**[[Layton ServiceDesk - Logging a New Request from Email|From Email]]
*[[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]]
*[[Layton ServiceDesk - Logging a New Task|Logging a New Task]]
*[[Layton ServiceDesk - Implementing Project Management|Implementing Project Management]]
*[[Layton ServiceDesk - Assets|Assets]]
*[[Layton ServiceDesk - Calendar|Calendar]]

===Using the System (End User)===
*[[Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface|Interface]]
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email|Lodging a New Request Via Email]]
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via the Web Interface|Lodging a New Request Via the Web Interface]]

===Reporting===
*[[Layton ServiceDesk - Reporting - Overview|Overview]]
*[[Layton ServiceDesk - Reporting - Creating Custom Reports|Creating Custom Reports]]
*[[Layton ServiceDesk - Reporting - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk - Reporting - Report Design Layout|Report Design Layout & Extra Functions]]
*[[Layton ServiceDesk - Reporting - Scheduling Reports|Scheduling Reports]]

==Administration Page==
====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|Request Business Rules]]
*[[Layton ServiceDesk - General Settings - Business Rules|Problem Business Rules]]
*[[Layton ServiceDesk - General Settings - Business Rules|Change 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]]

====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 - Export Data|Export Data]]
*[[Layton ServiceDesk - Utilities - Request Export XML|Request Export XML]]
*[[Layton ServiceDesk - Utilities - Purging|Purging]]
*[[Layton ServiceDesk - Utilities - Clear Down Database|Clear Down Database]]

====System Settings====
*[[Layton ServiceDesk - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk - Settings - System Settings - Database Connection|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 - Exchange Online Settings|Exchange Online Settings]]
*[[Layton ServiceDesk - Settings - System Settings - AuditWizard|AuditWizard]]
*[[Layton ServiceDesk - Settings - System Settings - License Information|License Information]]

====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 - Email Settings & Bodies - List|List of Notifications]]
**[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - Editing|Editing]]
*[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]
*[[Layton ServiceDesk - Settings - Libraries - Cost Items|Cost Items]]
*[[Layton ServiceDesk - Settings - Libraries - Drop Down Lists|Drop Down Lists]]
*[[Layton ServiceDesk - Settings - Libraries - Brands|Brands]]

====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 Approver|Manage Analyst Absence Approver]]
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
*[[Layton ServiceDesk - Settings - Company Structure - Analyst Availability Server|Analyst Availability Server]]

====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]]

====Global List View====
*[[Layton ServiceDesk - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk - Settings - Global List View - Default Select End User|Default Select End User]]
*[[Layton ServiceDesk - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk - Settings - Global List View - End User Request|End User Request]]
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]

====Form Design====
*[[Layton ServiceDesk - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk - Settings - Form Design - Login|Login]]
*[[Layton ServiceDesk - Settings - Form Design - Survey|Survey]]
*[[Layton ServiceDesk - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk - Settings - Form Design - Search End User|Search End User]]
*[[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 - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk - Settings - Form Design - Copy Request Forms|Copy Request Forms]]

==Workarounds==
*[[Layton ServiceDesk - Workarounds - Global Reset User Password|Global Reset User Password]]
*[[Layton ServiceDesk - Workarounds - Global Assign to Specific Analyst Group|Global Assign to Specific Analyst Group]]

=Workflows=
*[[Layton ServiceDesk - Workflows - Allowing End Users to Close Requests|Allowing End Users to Close Requests]]
*[[Layton ServiceDesk - Workflows - Configuring Automatic Assignment from Incoming Email Using Keywords|Configuring Automatic Assignment from Incoming Email Using Keywords]]
*[[Layton ServiceDesk - Workflows - Restricting Analyst and End User Access to Request Types|Restricting Analyst and End User Access to Request Types]]
*[[Layton ServiceDesk - Workflows - Enabling Change Management for End Users|Enabling Change Management for End Users]]
*[[Layton ServiceDesk - Workflows - Add Solution Tab to End User Request Form|Add Solution Tab to End User Request Form]]
*[[Layton ServiceDesk - Workflows - Set Default Priority for All Requests|Set Default Priority for All Requests]]
*[[Layton ServiceDesk - Workflows - Standard Settings Analyst|Standard Settings Analyst]]
*[[Layton ServiceDesk - Workflows - Disabling a Request Class|Disabling a Request Class]]
*[[Layton ServiceDesk - Workflows - Bulk Change Email Domain|Bulk Change Email Domain]]
*[[Layton ServiceDesk - Workflows - Export Request Data|Export Request Data]]
*[[Layton ServiceDesk - Workflows - Change Length of User-Defined Field|Change Length of User-Defined Field]]
*[[Layton ServiceDesk - Workflows - Migrate Limited Request Data from One Database to Another|Migrate Limited Request Data from One Database to Another]]
*[[Layton ServiceDesk - Workflows - Processing Emails from Automated Systems|Processing Emails from Automated Systems]]

=Reports=
*[[Layton ServiceDesk - Reports - Requests Logged Over the Weekend|Requests Logged Over the Weekend]]
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]

Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error

2025-11-12T05:17:15Z

Jpainter: Additions to section

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=HTTP Error 500.19=
These are the most common variations of HTTP Error 500.19.

==Error Code: 0x80070021==
HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

Detailed Error Information:

Module: IIS Web Core
Notification: BeginRequest
Handler: Not yet determined
Error Code: 0x80070021
Config Error: This configuration section cannot be used at this path. This happens when the section is locked at a parent level.
Locking is either by default (overrideModeDefault="Deny"), or set explicitly by a location tag with overrideMode="Deny"
or the legacy allowOverride="false".

Config File: \\\\?\\C:\\Program Files (x86)\\Layton Technology\\Layton ServiceDesk\\web.config

==Error Code: 0x800700b==
HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

Detailed Error Information:

Module: IIS Web Core
Notification: Unknown
Handler: Not yet determined
Error Code: 0x800700b
Config Error: Cannot read configuration file

Config File: \\?\C:\\inetpub\wwwroot\web.config

==Error Code: 0x800700b7==
HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

Detailed Error Information:

Module: IIS Web Core
Notification: BeginRequest
Handler: Not yet determined
Error Code: 0x800700b7
Config Error: There is a duplicate 'system.web.extensions/scripting/scriptResourceHandler' section defined

Config File: \\\\?\\C:\\Program Files (x86)\\Layton Technology\\Layton ServiceDesk\\web.config

=Configuration=
==Simple==
#Open IIS Manager.
#Expand the server in the Connections pane.
#In the Application Pools pane, click ''LaytonServiceDeskAppPool''.
#In the Actions pane on the right, click ''Basic Settings...''.
#Ensure that ''.NET CLR version'' is set to ''.NET CLR Version v4.0.30319''.
#Ensure that ''Managed pipeline mode'' is set to ''Classic''. [[File:Lsd iis app pool basic stgs.png|link=]]

==Advanced==
Do this procedure if advised.

1. Open ''Command Prompt'' as an Administrator, then run the following commands:

%windir%\system32\inetsrv\appcmd unlock config /section:handlers

%windir%\system32\inetsrv\appcmd unlock config /section:system.webServer/modules

2. The next step is to add Default.aspx as a default document. Open IIS Manager as administrator.

3. In the ''Connections'' panel, expand ''Your Server > Sites > your Layton application'' (or the ''New folder'' site).

4. In the ''Features'' view, double-click ''Default Document''.

5. On the right (Actions pane), click ''Add...'', then type:

Default.aspx

6. Move it to the top of the list (use the arrows on the right).

7. Click ''Apply''.

8. Open Command Prompt as Administrator, then run the following commands:

dism /online /enable-feature /featurename:IIS-ASPNET45

Iisreset

9. Check whether ASP.NET 4.8 (or 4.5+) is installed in IIS.

10. Open PowerShell as an Administrator and run the following commands:

Get-WindowsFeature *asp*

Install-WindowsFeature Web-Asp-Net45, Web-ISAPI-Ext, Web-ISAPI-Filter

11. Wait until it says:

Success: True

12. Open Command Prompt as an Administrator, then run the following commands:

%windir%\Microsoft.NET\Framework64\v4.0.30319\aspnet_regiis.exe -i

%windir%\Microsoft.NET\Framework\v4.0.30319\aspnet_regiis.exe -i

Iisreset

13. Open PowerShell as an Administrator and run the following command:

Get-WindowsFeature Web-Asp-Net45

14. Open the ''web.config'' file

15. Add ''<clear />'' before the ''<add value="Default.aspx" />'' line so that it looks like this:

<defaultDocument>
<files>
<clear />
<add value="Default.aspx" />
</files>
</defaultDocument>

16. Save ''web.config''.

17. Restart IIS.

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

Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error

2025-11-12T05:03:34Z

Jpainter: Additions to section

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=HTTP Error 500.19=
These are the most common variations of HTTP Error 500.19.

==Error Code: 0x80070021==
HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

Detailed Error Information:

Module: IIS Web Core
Notification: BeginRequest
Handler: Not yet determined
Error Code: 0x80070021
Config Error: This configuration section cannot be used at this path. This happens when the section is locked at a parent level.
Locking is either by default (overrideModeDefault="Deny"), or set explicitly by a location tag with overrideMode="Deny"
or the legacy allowOverride="false".

Config File: \\\\?\\C:\\Program Files (x86)\\Layton Technology\\Layton ServiceDesk\\web.config

==Error Code: 0x800700b==
HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

Detailed Error Information:

Module: IIS Web Core
Notification: Unknown
Handler: Not yet determined
Error Code: 0x800700b
Config Error: Cannot read configuration file

Config File: \\?\C:\\inetpub\wwwroot\web.config

==Error Code: 0x800700b7==
HTTP Error 500.19 - Internal Server Error

The requested page cannot be accessed because the related configuration data for the page is invalid.

Detailed Error Information:

Module: IIS Web Core
Notification: BeginRequest
Handler: Not yet determined
Error Code: 0x800700b7
Config Error: There is a duplicate 'system.web.extensions/scripting/scriptResourceHandler' section defined

Config File: \\\\?\\C:\\Program Files (x86)\\Layton Technology\\Layton ServiceDesk\\web.config

=Configuration=
==Simple==
#Open IIS Manager.
#Expand the server in the Connections pane.
#In the Application Pools pane, click ''LaytonServiceDeskAppPool''.
#In the Actions pane on the right, click ''Basic Settings...''.
#Ensure that ''.NET CLR version'' is set to ''.NET CLR Version v4.0.30319''.
#Ensure that ''Managed pipeline mode'' is set to ''Classic''. [[File:Lsd iis app pool basic stgs.png|link=]]

==Advanced==
Do this procedure if advised.

1. Open ''Command Prompt'' as an Administrator, then run the following commands:

%windir%\system32\inetsrv\appcmd unlock config /section:handlers
%windir%\system32\inetsrv\appcmd unlock config /section:system.webServer/modules

2. To add Default.aspx as a default document, follow the steps below. 

2a. Open IIS Manager.

2b. In the Connections panel, expand your server > Sites > click your Layton application (or the ''New folder'' site).

2c. In the ''Features'' view, double-click ''Default Document''.

2d. On the right (Actions pane), click ''Add...'', then type:

Default.aspx

2e. Move it to the top of the list (use the arrows on the right).

2f. Click ''Apply''.

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

Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error

2025-11-12T04:58:02Z

Jpainter: New section, "Advanced"

Layton ServiceDesk - FAQ - Manual SQL Connection

2025-09-23T09:23:43Z

Jpainter: Minor formatting changes

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
=Overview=
Although the '''[[Layton ServiceDesk - Installation - Connect to Existing Database|DBTool application]]''' is the preferred method of configuring a SQL connection, it can be configured manually. This is useful in the event where a change in the '''[[Layton ServiceDesk - Settings - System Settings - Application Database Connection|Application Database Connection]]''' settings has caused Layton ServiceDesk to lose its connection.

There are two options: NT or SQL authentication.

==Location of SQL Configuration File==
The SQL configuration file is

config.xml

It is located in

C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\HB_Data\ConfigXML\

The file can be edited with any text editor such as Notepad.

==Restarting the World Wide Web Publishing Service==
After manually reconfiguring the SQL connection, it is not registered unless the World Wide Web Publishing Service is restarted. This step is important.

=Connecting Using NT Authentication (Trusted Connection)=
The sample below shows the four lines that need to be configured to allow connection to SQL server using NT Authentication.

<appodbc label="Connection">'''(local)'''</appodbc>
<appdb label="Database">'''LaytonServiceDesk'''</appdb>
<appdbuid label="User ID (Blank = NT Trusted)"></appdbuid>
<appdbpwd label="Password"></appdbpwd>

==appodbc==
The server name of the SQL Server you are connecting to. This can be a server name or an IP address. If an instance is used, it should be specified, e.g. ''SERVER\SQLEXPRESS''. The value of ''(local)'' is a default value that tells LaytonServiceDesk to connect to the same server as it is installed on.

==appdb==
The database within the SQL Server that LaytonServiceDesk is to connect to. The default name as installed is ''LaytonServiceDesk'', unless you have installed the LaytonServiceDesk database using a different name.

==appdbuid and appdbpwd==
Should be null as shown, or LaytonServiceDesk will try to connect using SQL Server Authentication.

=Connecting Using SQL Authentication=
These are the four lines that need to be configured to allow connection to SQL server using SQL Authentication. Note that the SQL user '''[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1]]''' was created on installation and can be used.

<appodbc label="Connection">'''(local)'''</appodbc>
<appdb label="Database">'''LaytonServiceDesk'''</appdb>
<appdbuid label="User ID (Blank = NT Trusted)">'''SQLACCOUNTNAME'''</appdbuid>
<appdbpwd label="Password">'''PASSWORD'''</appdbpwd>

==appodbc==
The server name of the SQL Server you are connecting to. This can be a server name or an IP address. If an instance is used, it should be specified, e.g. ''SERVER\SQLEXPRESS''. The value of ''(local)'' is a default value that tells LaytonServiceDesk to connect to the same server as it is installed on.

==appdb==
The database within the SQL Server that LaytonServiceDesk is to connect to. The default name as installed is ''LaytonServiceDesk'', unless you have installed the LaytonServiceDesk database using a different name.

==appdbuid==
The SQL account name to be used. By default, '''[[LaytonUser1 Configuration|LaytonUser1]]''' is configured on database creation. You can use this, or another account.

==appdbpwd==
The SQL account's password. This is entered in plain text.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - FAQ - Manual SQL Connection

2025-09-23T09:22:47Z

Jpainter: Minor formatting changes

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
=Overview=
Although the '''[[Layton ServiceDesk - Installation - Connect to Existing Database|DBTool application]]''' is the preferred method of configuring a SQL connection, it can be configured manually. This is useful in the event where a change in the '''[[Layton ServiceDesk - Settings - System Settings - Application Database Connection|Application Database Connection]]''' settings has caused Layton ServiceDesk to lose its connection.

There are two options: NT or SQL authentication.

==Location of SQL Configuration File==
The SQL configuration file is

config.xml

It is located in

C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\HB_Data\ConfigXML\

The file can be edited with any text editor such as Notepad.

==Restarting the World Wide Web Publishing Service==
After manually reconfiguring the SQL connection, it is not registered unless the World Wide Web Publishing Service is restarted. This step is important.

=Connecting Using NT Authentication (Trusted Connection)=
The sample below shows the four lines that need to be configured to allow connection to SQL server using NT Authentication.

<appodbc label="Connection">'''(local)'''</appodbc>
<appdb label="Database">'''LaytonServiceDesk'''</appdb>
<appdbuid label="User ID (Blank = NT Trusted)"></appdbuid>
<appdbpwd label="Password"></appdbpwd>

==appodbc==
The server name of the SQL Server you are connecting to. This can be a server name or an IP address. If an instance is used, it should be specified, e.g. ''SERVER\SQLEXPRESS''. The value of ''(local)'' is a default value that tells LaytonServiceDesk to connect to the same server as it is installed on.

==appdb==
The database within the SQL Server that LaytonServiceDesk is to connect to. The default name as installed is ''LaytonServiceDesk'', unless you have installed the LaytonServiceDesk database using a different name.

==appdbuid and appdbpwd==
Should be null as shown, or LaytonServiceDesk will try to connect using SQL Server Authentication.

=Connecting Using SQL Authentication=
These are the four lines that need to be configured to allow connection to SQL server using SQL Authentication. Note that the SQL user '''[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1]]''' was created on installation and can be used.

<appodbc label="Connection">'''(local)'''</appodbc>
<appdb label="Database">'''LaytonServiceDesk'''</appdb>
<appdbuid label="User ID (Blank = NT Trusted)">'''SQLACCOUNTNAME'''</appdbuid>
<appdbpwd label="Password">'''PASSWORD'''</appdbpwd>

==appodbc==
The server name of the SQL Server you are connecting to. This can be a server name or an IP address. If an instance is used, it should be specified, e.g. ''SERVER\SQLEXPRESS''. The value of (local) is a default value that tells LaytonServiceDesk to connect to the same server as it is installed on.

==appdb==
The database within the SQL Server that LaytonServiceDesk is to connect to. The default name as installed is ''LaytonServiceDesk'', unless you have installed the LaytonServiceDesk database using a different name.

==appdbuid==
The SQL account name to be used. By default, '''[[LaytonUser1 Configuration|LaytonUser1]]''' is configured on database creation. You can use this, or another account.

==appdbpwd==
The SQL account's password. This is entered in plain text.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - Errors - Cannot open database "LaytonServiceDesk" requested by the login

2025-09-23T09:18:32Z

Jpainter: Minor formatting changes

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
=SQL Server Settings=
==Error==
On launch, the following error is observed:

Cannot open database "LaytonServiceDesk" requested by the login. The login failed.
Login failed for user 'LaytonUser1'.

==Procedure==
#Open Windows Services Console and ensure that the ''SQL Server'' service is running.
#On the Layton ServiceDesk server, navigate to ''C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\HB_Data\ConfigXML''.
#Open ''config.xml'' in Notepad.
#Look for the string ''<appdbuid label="User ID (Blank = NT Trusted)">''. The string in the ''<appbuid>'' tag is the name of the account that is configured to access the Layton ServiceDesk database ("the database user"). By default, this is '''[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1]]'''.
#Launch Management Studio and log in as the database user. Can you log in?
#If you can't log in to Management Studio, log in as the admin user ''sa''.
#Check '''[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration#Properties| Properties]]''' of the database user.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - Release Notes - Version 6.9.4

2025-09-23T07:32:45Z

Jpainter: Removed unnecessary text

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.4 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.4==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_694''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_694''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database_684.zip 6.9.4 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 50px; color: #FFFFFF"|#
! style="background:#009999; width: 250px; color: #FFFFFF"|Title
! style="background:#009999; width: 700px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68714
|LDAP Import Not Working Due to Incorrect Value in ''sys_manualcreate'' Column
|A new column was added to the database in a recent version. The LDAP import process was not updated to allow for this. This has been resolved.
|-style="vertical-align:top;"
|68789
|Installation Issues with .NET 4.5
|Additional bug fixing for this configuration was done.
|}

Released 2025-09-23.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.4

2025-09-23T07:30:50Z

Jpainter: Updated Bug Fixes

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.4 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.4==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_694''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_694''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database_684.zip 6.9.4 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

68714 LDAP Import Not Working Due to Incorrect Value in "sys_manualcreate" Column
68789 Installation Issues with .NET 4.5

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 50px; color: #FFFFFF"|#
! style="background:#009999; width: 250px; color: #FFFFFF"|Title
! style="background:#009999; width: 700px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68714
|LDAP Import Not Working Due to Incorrect Value in ''sys_manualcreate'' Column
|A new column was added to the database in a recent version. The LDAP import process was not updated to allow for this. This has been resolved.
|-style="vertical-align:top;"
|68789
|Installation Issues with .NET 4.5
|Additional bug fixing for this configuration was done.
|}

Released 2025-09-23.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.4

2025-09-23T07:10:28Z

Jpainter: Updated link

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.4 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.4==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_694''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_694''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database_684.zip 6.9.4 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.3

2025-09-23T07:09:25Z

Jpainter: Updated link

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.3 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.3==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_693''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_693''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database_683.zip 6.9.3 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

=Enhancements=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68773
|Change All References from ''Out Of Office'' to ''Email Filter''.
|In preparation for an upcoming interface change, all text in the interface for the ''Out Of Office Ignore'' setting has been changed to '''[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]'''.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.4

2025-09-23T07:05:46Z

Jpainter: Removed "Enhancements" section

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.4 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.4==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_694''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_694''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database.zip 6.9.4 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.4

2025-09-23T07:04:04Z

Jpainter: Updated version number of installers

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.4 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.4==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_694''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_694''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database.zip 6.9.4 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

=Enhancements=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68773
|Change All References from ''Out Of Office'' to ''Email Filter''.
|In preparation for an upcoming interface change, all text in the interface for the ''Out Of Office Ignore'' setting has been changed to '''[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]'''.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.3

2025-09-23T07:03:30Z

Jpainter: Updated version number of installers

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.3 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.3==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_693''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_693''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database.zip 6.9.3 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

=Enhancements=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68773
|Change All References from ''Out Of Office'' to ''Email Filter''.
|In preparation for an upcoming interface change, all text in the interface for the ''Out Of Office Ignore'' setting has been changed to '''[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]'''.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.4

2025-09-23T07:01:24Z

Jpainter: New page

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.4 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.4==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_692''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_692''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database.zip 6.9.4 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

=Enhancements=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68773
|Change All References from ''Out Of Office'' to ''Email Filter''.
|In preparation for an upcoming interface change, all text in the interface for the ''Out Of Office Ignore'' setting has been changed to '''[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]'''.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.3]] [[Layton ServiceDesk - Release Notes - Version 6.9.3|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.9.3

2025-09-23T07:00:36Z

Jpainter: Corrected navigation links

[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]]
=Overview=
Layton ServiceDesk 6.9.3 is an update-patch release of the product. Both update and full installers are available.

==Determining the Currently Installed Version==
Please refer to '''[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|this article]]''' to determine the currently installed version.

==Earliest Version that Can Be Updated to 6.9.3==
'''You must be using ServiceDesk 6.2.0 or later before you can update to the latest version.''' If you are using an earlier version please update by downloading v6.2.0 from the ''Update ➤ Layton ServiceDesk'' menu in the '''[https://client.laytontechnology.com/ Client Support Portal]''' before attempting to update to the latest version.

==.NET 4 Requirement==
6.7.0.2 introduced the need for .NET 4. If you are currently running a version prior to 6.7.0.2, it will need to be installed. '''[[#Install Microsoft .NET Framework 4.5|Instructions are given below]]'''.

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

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

==Obtaining the Full Installer==
The full installer is the currently available trial version, which can be downloaded from '''[https://www.laytontechnology.com/trialsoftware/LaytonServiceDesk.zip here]'''. Please log in to the '''[https://client.laytontechnology.com/ Client Support Portal]''' to obtain your license details to register the application after installation.

=Updating from a Version Earlier than 6.7.0.2=
==Install Microsoft .NET Framework 4.5==
#If you are updating from a version earlier than 6.7.0.2, install '''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]'''.
#Launch Internet Information Services (IIS) Manager.
#In the ''Connections'' pane on the left-hand side, click the server name.
#In the ''Actions'' pane on the right-hand side, click ''Change .NET Framework Version''.
#Change the .NET Framework Version to ''v4.0.30319'' and click the ''OK'' button. [[File:Lsd 6702 net4 config 02.png|link=]] 
#In the center panel, double-click ''ISAPI and CGI Restrictions''.
#There are two items with the description ''ASP.NET v4.0.30319''. Right-click each and select ''Allow''. [[File:Lsd 6702 net4 config 01.png|link=]] 
#Close Internet Information Services (IIS) Manager.
#Continue in the next section, '''[[#Updating from a Version Later than 6.7.0.2|Updating from a Version Later than 6.7.0.2]]'''.

=Updating from a Version Later than 6.7.0.2=
==Layton ServiceDesk==
Do not uninstall Layton ServiceDesk prior to updating.

#Extract the '''lsd_update_692''' folder from the archive to the root of an attached, local drive.
#Back up your database.
#If your server is virtual, snapshot the server. If it's not virtual, back it up using whatever backup software you use.
#In Windows Services Console, stop the following services:
#*IIS Admin Service
#*LaytonServiceDesk
#*World Wide Web Publishing Service.
#Disable anti-virus software on the server, if running. This has been known to prevent the copying of files, especially .exe files, to the Program Files folder.
#Open the '''lsd_update_692''' folder.
#Right-click the shortcut '''Right-Click and Run as Administrator''' and select ''Run as administrator''. This will avoid permission issues. Note that the progress dialog may report that it is not responding, but this process may simply take some time.
#In Windows Services Console, start the above services.
#Re-enable anti-virus software, if applicable.

=Full Installation=
==New Installation==
If you are installing for the first time, refer to '''[[Layton ServiceDesk - System Requirements|System Requirements]]''' and follow the links at the right bottom of each related article.

==Clean Reinstallation==
If you are doing a Clean Reinstallation, follow the '''[[Layton ServiceDesk - Installation - Clean Reinstallation|Clean Reinstallation procedure]]'''.

=Database Update=
It is possible to update just the database using a SQL Server script. The most common reason for doing this is the installation of the full version on a new server, then connecting it to the database, as opposed to running the update process, which does the database modifications.

==Procedure==
#Download the '''[https://client.laytontechnology.com/wp-content/themes/layton-admin/Update/bntlsd201/queries/lsd_update_database.zip 6.9.3 Update Script]'''.
#In Management Studio, back up your database.
#Run the script on the database.

=Bug Fixes=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68573
|Automatic Analyst Login Link Not Consistently Working
|A newly identified auto-login bug was affecting some users. This has been resolved.
|}

=Enhancements=
{| class="wikitable" border="1"
! style="background:#009999; width: 25px; color: #FFFFFF"|#
! style="background:#009999; width: 175px; color: #FFFFFF"|Title
! style="background:#009999; width: 800px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|68773
|Change All References from ''Out Of Office'' to ''Email Filter''.
|In preparation for an upcoming interface change, all text in the interface for the ''Out Of Office Ignore'' setting has been changed to '''[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]'''.
|}

Released 2023-10-03.
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes - Version 6.9.2]] [[Layton ServiceDesk - Release Notes - Version 6.9.2|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Release Notes]] [[Layton ServiceDesk - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error

2025-09-16T09:28:01Z

Jpainter: Added section "Error Code: 0x800700b"

Layton ServiceDesk - Troubleshooting - The specified path '' is unavailable

2025-09-10T06:15:22Z

Jpainter: New page

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Overview=
In rare circumstances, the installer might get close to finishing, then stop with the message:

The specified path <nowiki>''</nowiki> is unavailable.

It has been discovered that this issue can be due to the absence of the ''Default Web Site'' in Internet Information Services (IIS). This is an unusual situation which has occurred on installation of Windows Server. It doesn't directly relate to Layton ServiceDesk.

=Instructions=
#Run IIS Manager as Administrator.
#Expand ''SERVER > Sites''. There should be no ''Default Web Site''.
#Right-click ''SERVER > Sites'' and select ''Add Website...''.
#In the ''Site name'' field, enter ''Default Web Site''. This will populate the ''Application pool'' field with ''Default Web Site''.
#Click the ''Select...'' button next to the ''Application pool'' field and select ''DefaultAppPool'', then click the ''OK'' button.
#Enter ''%SystemDrive%\inetpub\wwwroot'' in the ''Physical path'' field.
#Don't change any of the other settings. Click the ''OK'' button. The ''Default Web Site'' will now appear under ''Sites''.
#Run the Layton ServiceDesk installer again.

User Guide for Layton ServiceDesk

2025-09-10T06:06:57Z

Jpainter: Added link to "Layton ServiceDesk - Troubleshooting - The specified path '' is unavailable"

__NOTOC__
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
=Overview=
This user guide lists '''[[User Guide for Layton ServiceDesk#FAQs|FAQs]]''' and '''[[User Guide for Layton ServiceDesk#Troubleshooting|troubleshooting]]''' articles ahead of the '''[[User Guide for Layton ServiceDesk#Table of Contents|main user guide articles]]'''. '''[[User Guide for Layton ServiceDesk#Workflows|Workflows]]''' detail configurations for specific purposes and '''[[User Guide for Layton ServiceDesk#Reports|Reports]]''' lists additional report configurations.

=FAQs=
*[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]]
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log|Application Log]]
***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated|Application Log - Truncated]]
***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full|Application Log - Full]]
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|LDAP Import Log]]
*[[Layton ServiceDesk - Procedures - General - Sending your Database to Support|Sending your Database to Support]]
*[[Layton ServiceDesk - Procedures - General - Sending Incoming Email Samples to Support|Sending Incoming Email Samples to Support]]
*[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|How to Find the Version Number]]
*[[Layton ServiceDesk - Procedures - General - How to Find the Type of SQL Database in Use|How to Find the Type of SQL Database in Use]]
*[[Layton ServiceDesk - FAQ - Manual SQL Connection|Manual SQL Connection]]
*[[Layton ServiceDesk - FAQ - NTLM (Auto) Login|NTLM (Auto) Login]]
*[[Layton ServiceDesk - FAQ - Manual Login|Manual Login]]
*[[Layton ServiceDesk - FAQ - User Deletion|User Deletion]]
*[[Layton ServiceDesk - FAQ - System Requirements|System Requirements]]
*[[Layton ServiceDesk - FAQ - Active Directory Field Mapping|Active Directory Field Mapping]]
*[[Layton ServiceDesk - FAQ - Database Schema|Database Schema]]
*[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1 Configuration]]
*[http://laytontechnology.com/privacy-statement/ Privacy Statement]

=Troubleshooting=
*Installation
**[[Layton ServiceDesk - Troubleshooting - Installer Stops Instantly|Installer Stops Instantly]]
**[[Layton ServiceDesk - Troubleshooting - Installer Stops After Database Tool Procedure|Installer Stops After Database Tool Procedure]]
**[[Layton ServiceDesk - Troubleshooting - Installer Almost Finishes, Then Rolls Back (Error 1603)|Installer Almost Finishes, Then Rolls Back (Error 1603)]]
**[[Layton ServiceDesk - Troubleshooting - The specified path '' is unavailable|The specified path <nowiki>''</nowiki> is unavailable]]
**[[Layton ServiceDesk - Troubleshooting - Creating an Installer Log|Creating an Installer Log]]
*LaytonServiceDesk Service
**[[Layton ServiceDesk - Troubleshooting - Change Service Account|Change Service Account]]
**[[Layton ServiceDesk - Troubleshooting - Manually Reinstall Service|Manually Reinstall Service]]
*Can't Launch the Application
**[[Layton ServiceDesk - Errors - HTTP Error 404 - File or Directory Not Found|HTTP Error 404 - File or Directory Not Found]]
**[[Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error|HTTP Error 500.19 - Internal Server Error]]
**[[Layton ServiceDesk - Errors - Server Error in '/' Application|Server Error in '/' Application]]
**[[Layton ServiceDesk - Errors - System.Security.SecurityException|System.Security.SecurityException]]
**[[Layton ServiceDesk - Errors - Configuration Error|Configuration Error]]
**[[Layton ServiceDesk - Errors - Cannot open database "LaytonServiceDesk" requested by the login|Cannot open database "LaytonServiceDesk" requested by the login]]
*[[Layton ServiceDesk - Troubleshooting - Can't Login|Can't Login]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Access is denied, Error message 401.2|Access is denied, Error message 401.2]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Not Registered|Not Registered]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Windows Authentication Prompt|Windows Authentication Prompt]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - 401 Unauthorized on Auto Login|401 Unauthorized on Auto Login]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Evaluation Period Expired|Evaluation Period Expired]]
**[[Layton ServiceDesk - Troubleshooting - Your login has timed out or you have tried to access a page directly without logging in|Your login has timed out or you have tried to access a page directly without logging in]]
**[[Layton ServiceDesk - Troubleshooting - License Renewal Page Opens on Login|License Renewal Page Opens on Login]]
**[[Layton ServiceDesk - Troubleshooting - Broken Page, LaytonServiceDeskAppPool Message|Broken Page, ''LaytonServiceDeskAppPool'' Message]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|IIS Anonymous Authentication Enabled]]
*Email
**[[Layton ServiceDesk - Troubleshooting - POP ERR Command is not valid in this state|POP ERR Command is not valid in this state]]
**[[Layton ServiceDesk - Troubleshooting - SmtpException|SmtpException (5.7.1 Unable to relay)]]
**[[Layton ServiceDesk - Troubleshooting - Outgoing Email Stops|Outgoing Email Stops]]
**[[Layton ServiceDesk - Troubleshooting - Incoming Email Stops|Incoming Email Stops]]
**[[Layton ServiceDesk - Troubleshooting - Incoming Email Overload|Incoming Email Overload]]
*[[Layton ServiceDesk - Troubleshooting - Backup|Backup]]
*[[Layton ServiceDesk - Troubleshooting - Disaster Recovery|Disaster Recovery]]
*[[Layton ServiceDesk - Troubleshooting - Internet Explorer Display Issues|Internet Explorer Display Issues]]
*[[Layton ServiceDesk - Troubleshooting - Can't See Any Requests|Can't See Any Requests]]
*[[Layton ServiceDesk - Troubleshooting - Can't Assign Specific Analysts|Can't Assign Specific Analysts]]
*[[Layton ServiceDesk - Troubleshooting - Failed to Save Data|Failed to Save Data]]
*[[Layton ServiceDesk - Troubleshooting - Attachments Didn't Migrate from HelpBox to Layton ServiceDesk|Attachments Didn't Migrate from HelpBox to Layton ServiceDesk]]
*[[Layton ServiceDesk - Troubleshooting - LDAP Import Stops After Reconfiguring LDAP Server Connection|LDAP Import Stops After Reconfiguring LDAP Server Connection]]
*[[Layton ServiceDesk - Troubleshooting - Images Not Displayed or File Links Broken|Images Not Displayed or File Links Broken]]
*Reporting
**[[Layton ServiceDesk - Troubleshooting - PDF Report Not Attached to Scheduled Report Email|PDF Report Not Attached to Scheduled Report Email]]
**[[Layton ServiceDesk - Troubleshooting - Duplicate Scheduled Report Emails|Duplicate Scheduled Report Emails]]
*[[Layton ServiceDesk - Troubleshooting - Large Attachments|Large Attachments]]
*[[Layton ServiceDesk - Troubleshooting - Date Format Not Displaying Correctly|Date Format Not Displaying Correctly]]
*[[Layton ServiceDesk - Troubleshooting - Manual Application Uninstallation|Manual Application Uninstallation]]

=Table of Contents=
==Installation==
*[[Layton ServiceDesk - System Requirements|System Requirements]]
*[[Layton ServiceDesk - Pre-Installation Procedure|Pre-Installation Procedure]]
*Database Installation Tool
**[[Layton ServiceDesk - Installation - Which Method to Use?|Which Method to Use?]]
**Install New Database
***[[Layton ServiceDesk - Installation - New Installation|New Installation]]
***[[Layton ServiceDesk - Installation - New Installation - Install New Database|Install New Database Procedure]]
**HelpBox Migration Options
***[[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 - Migration|Migration]]
***[[Layton ServiceDesk - Installation - Migration - Application Only|Application Only]]
***[[Layton ServiceDesk - Installation - Migration - Application Only (Direct Update to Latest Version)|Application Only (Direct Update to Latest Version)]]
***[[Layton ServiceDesk - Installation - Migration - Application and Database|Application and Database]]
***[[Layton ServiceDesk - Installation - Migration - Database Only|Database Only]]
**[[Layton ServiceDesk - Installation - Test Installation|Test Installation]]
**[[Layton ServiceDesk - Installation - Special Notes|Special Notes]]
***[[Layton ServiceDesk - Installation - Special Notes - Turn Off Friendly HTTP Error Messages|Turn Off Friendly HTTP Error Messages]]
***[[Layton ServiceDesk - Pre-Installation - SQL & Windows Authentication|SQL & Windows Authentication]]
***[[Layton ServiceDesk - Pre-Installation - ASP.NET Configuration|ASP.NET Configuration]]
***[[Layton ServiceDesk - Installation - Special Notes - IIS 6 Management Compatibility|Installer Instantly Stops on Windows Server 2008]]
***[[Layton ServiceDesk - Installation - Special Notes - Increase Service Startup Timeout|Installer Can't Start Service, Rolls Back]]
***[[Layton ServiceDesk - Installation - Special Notes - Incorrect Date Format for Non-US Countries|Incorrect Date Format for Non-US Countries]]
***[[Layton ServiceDesk - Troubleshooting - Application Timeout|Application Timeout]]

==Concepts==
*[[Layton ServiceDesk - System Overview|System Overview]]
*[[Layton ServiceDesk - Flow Diagram|Flow Diagram]]

==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 - Configuring the System - List of Forms|List of Forms]]
*[[Layton ServiceDesk - Configuring the System - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk - Configuring the System - Default List Views|Default List Views]]
*[[Layton ServiceDesk - Configuring the System - Solution Base|Solution Base]]
*[[Layton ServiceDesk - Configuring the System - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk - Configuring the System - Surveys|Surveys]]
*[[Layton ServiceDesk - Configuring the System - Searching|Searching]]

==Using the System==
===Using the System (Analyst)===
*[[Layton ServiceDesk - Dashboard|Dashboard]]
*[[Layton ServiceDesk - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk - Whiteboard|Whiteboard]]
*Logging a New Request
**[[Layton ServiceDesk - Logging a New Request Using the Web Interface|Using the Web Interface]]
**[[Layton ServiceDesk - Logging a New Request from Email|From Email]]
*[[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]]
*[[Layton ServiceDesk - Logging a New Task|Logging a New Task]]
*[[Layton ServiceDesk - Implementing Project Management|Implementing Project Management]]
*[[Layton ServiceDesk - Assets|Assets]]
*[[Layton ServiceDesk - Calendar|Calendar]]

===Using the System (End User)===
*[[Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface|Interface]]
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email|Lodging a New Request Via Email]]
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via the Web Interface|Lodging a New Request Via the Web Interface]]

===Reporting===
*[[Layton ServiceDesk - Reporting - Overview|Overview]]
*[[Layton ServiceDesk - Reporting - Creating Custom Reports|Creating Custom Reports]]
*[[Layton ServiceDesk - Reporting - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk - Reporting - Report Design Layout|Report Design Layout & Extra Functions]]
*[[Layton ServiceDesk - Reporting - Scheduling Reports|Scheduling Reports]]

==Administration Page==
====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|Request Business Rules]]
*[[Layton ServiceDesk - General Settings - Business Rules|Problem Business Rules]]
*[[Layton ServiceDesk - General Settings - Business Rules|Change 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]]

====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 - Export Data|Export Data]]
*[[Layton ServiceDesk - Utilities - Request Export XML|Request Export XML]]
*[[Layton ServiceDesk - Utilities - Purging|Purging]]
*[[Layton ServiceDesk - Utilities - Clear Down Database|Clear Down Database]]

====System Settings====
*[[Layton ServiceDesk - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk - Settings - System Settings - Database Connection|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 - Exchange Online Settings|Exchange Online Settings]]
*[[Layton ServiceDesk - Settings - System Settings - AuditWizard|AuditWizard]]
*[[Layton ServiceDesk - Settings - System Settings - License Information|License Information]]

====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 - Email Settings & Bodies - List|List of Notifications]]
**[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - Editing|Editing]]
*[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]
*[[Layton ServiceDesk - Settings - Libraries - Cost Items|Cost Items]]
*[[Layton ServiceDesk - Settings - Libraries - Drop Down Lists|Drop Down Lists]]
*[[Layton ServiceDesk - Settings - Libraries - Brands|Brands]]

====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 Approver|Manage Analyst Absence Approver]]
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
*[[Layton ServiceDesk - Settings - Company Structure - Analyst Availability Server|Analyst Availability Server]]

====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]]

====Global List View====
*[[Layton ServiceDesk - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk - Settings - Global List View - Default Select End User|Default Select End User]]
*[[Layton ServiceDesk - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk - Settings - Global List View - End User Request|End User Request]]
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]

====Form Design====
*[[Layton ServiceDesk - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk - Settings - Form Design - Login|Login]]
*[[Layton ServiceDesk - Settings - Form Design - Survey|Survey]]
*[[Layton ServiceDesk - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk - Settings - Form Design - Search End User|Search End User]]
*[[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 - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk - Settings - Form Design - Copy Request Forms|Copy Request Forms]]

==Workarounds==
*[[Layton ServiceDesk - Workarounds - Global Reset User Password|Global Reset User Password]]
*[[Layton ServiceDesk - Workarounds - Global Assign to Specific Analyst Group|Global Assign to Specific Analyst Group]]

=Workflows=
*[[Layton ServiceDesk - Workflows - Allowing End Users to Close Requests|Allowing End Users to Close Requests]]
*[[Layton ServiceDesk - Workflows - Configuring Automatic Assignment from Incoming Email Using Keywords|Configuring Automatic Assignment from Incoming Email Using Keywords]]
*[[Layton ServiceDesk - Workflows - Restricting Analyst and End User Access to Request Types|Restricting Analyst and End User Access to Request Types]]
*[[Layton ServiceDesk - Workflows - Enabling Change Management for End Users|Enabling Change Management for End Users]]
*[[Layton ServiceDesk - Workflows - Add Solution Tab to End User Request Form|Add Solution Tab to End User Request Form]]
*[[Layton ServiceDesk - Workflows - Set Default Priority for All Requests|Set Default Priority for All Requests]]
*[[Layton ServiceDesk - Workflows - Standard Settings Analyst|Standard Settings Analyst]]
*[[Layton ServiceDesk - Workflows - Disabling a Request Class|Disabling a Request Class]]
*[[Layton ServiceDesk - Workflows - Bulk Change Email Domain|Bulk Change Email Domain]]
*[[Layton ServiceDesk - Workflows - Export Request Data|Export Request Data]]
*[[Layton ServiceDesk - Workflows - Change Length of User-Defined Field|Change Length of User-Defined Field]]
*[[Layton ServiceDesk - Workflows - Migrate Limited Request Data from One Database to Another|Migrate Limited Request Data from One Database to Another]]
*[[Layton ServiceDesk - Workflows - Processing Emails from Automated Systems|Processing Emails from Automated Systems]]

=Reports=
*[[Layton ServiceDesk - Reports - Requests Logged Over the Weekend|Requests Logged Over the Weekend]]
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]

User Guide for Layton ServiceDesk

2025-09-10T05:57:56Z

Jpainter: Added link to "The specified path '' is unavailable"

__NOTOC__
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
=Overview=
This user guide lists '''[[User Guide for Layton ServiceDesk#FAQs|FAQs]]''' and '''[[User Guide for Layton ServiceDesk#Troubleshooting|troubleshooting]]''' articles ahead of the '''[[User Guide for Layton ServiceDesk#Table of Contents|main user guide articles]]'''. '''[[User Guide for Layton ServiceDesk#Workflows|Workflows]]''' detail configurations for specific purposes and '''[[User Guide for Layton ServiceDesk#Reports|Reports]]''' lists additional report configurations.

=FAQs=
*[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Sending Log Files to Support]]
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log|Application Log]]
***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated|Application Log - Truncated]]
***[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full|Application Log - Full]]
**[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|LDAP Import Log]]
*[[Layton ServiceDesk - Procedures - General - Sending your Database to Support|Sending your Database to Support]]
*[[Layton ServiceDesk - Procedures - General - Sending Incoming Email Samples to Support|Sending Incoming Email Samples to Support]]
*[[Layton ServiceDesk - Procedures - General - How to Find the Version Number|How to Find the Version Number]]
*[[Layton ServiceDesk - Procedures - General - How to Find the Type of SQL Database in Use|How to Find the Type of SQL Database in Use]]
*[[Layton ServiceDesk - FAQ - Manual SQL Connection|Manual SQL Connection]]
*[[Layton ServiceDesk - FAQ - NTLM (Auto) Login|NTLM (Auto) Login]]
*[[Layton ServiceDesk - FAQ - Manual Login|Manual Login]]
*[[Layton ServiceDesk - FAQ - User Deletion|User Deletion]]
*[[Layton ServiceDesk - FAQ - System Requirements|System Requirements]]
*[[Layton ServiceDesk - FAQ - Active Directory Field Mapping|Active Directory Field Mapping]]
*[[Layton ServiceDesk - FAQ - Database Schema|Database Schema]]
*[[Layton ServiceDesk - FAQ - LaytonUser1 Configuration|LaytonUser1 Configuration]]
*[http://laytontechnology.com/privacy-statement/ Privacy Statement]

=Troubleshooting=
*Installation
**[[Layton ServiceDesk - Troubleshooting - Installer Stops Instantly|Installer Stops Instantly]]
**[[Layton ServiceDesk - Troubleshooting - Installer Stops After Database Tool Procedure|Installer Stops After Database Tool Procedure]]
**[[Layton ServiceDesk - Troubleshooting - Installer Almost Finishes, Then Rolls Back (Error 1603)|Installer Almost Finishes, Then Rolls Back (Error 1603)]]
**[[Layton ServiceDesk - Troubleshooting - The specified path " is unavailable|The specified path " is unavailable]]
**[[Layton ServiceDesk - Troubleshooting - Creating an Installer Log|Creating an Installer Log]]
*LaytonServiceDesk Service
**[[Layton ServiceDesk - Troubleshooting - Change Service Account|Change Service Account]]
**[[Layton ServiceDesk - Troubleshooting - Manually Reinstall Service|Manually Reinstall Service]]
*Can't Launch the Application
**[[Layton ServiceDesk - Errors - HTTP Error 404 - File or Directory Not Found|HTTP Error 404 - File or Directory Not Found]]
**[[Layton ServiceDesk - Errors - HTTP Error 500.19 - Internal Server Error|HTTP Error 500.19 - Internal Server Error]]
**[[Layton ServiceDesk - Errors - Server Error in '/' Application|Server Error in '/' Application]]
**[[Layton ServiceDesk - Errors - System.Security.SecurityException|System.Security.SecurityException]]
**[[Layton ServiceDesk - Errors - Configuration Error|Configuration Error]]
**[[Layton ServiceDesk - Errors - Cannot open database "LaytonServiceDesk" requested by the login|Cannot open database "LaytonServiceDesk" requested by the login]]
*[[Layton ServiceDesk - Troubleshooting - Can't Login|Can't Login]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Access is denied, Error message 401.2|Access is denied, Error message 401.2]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Not Registered|Not Registered]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Windows Authentication Prompt|Windows Authentication Prompt]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - 401 Unauthorized on Auto Login|401 Unauthorized on Auto Login]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - Evaluation Period Expired|Evaluation Period Expired]]
**[[Layton ServiceDesk - Troubleshooting - Your login has timed out or you have tried to access a page directly without logging in|Your login has timed out or you have tried to access a page directly without logging in]]
**[[Layton ServiceDesk - Troubleshooting - License Renewal Page Opens on Login|License Renewal Page Opens on Login]]
**[[Layton ServiceDesk - Troubleshooting - Broken Page, LaytonServiceDeskAppPool Message|Broken Page, ''LaytonServiceDeskAppPool'' Message]]
**[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|IIS Anonymous Authentication Enabled]]
*Email
**[[Layton ServiceDesk - Troubleshooting - POP ERR Command is not valid in this state|POP ERR Command is not valid in this state]]
**[[Layton ServiceDesk - Troubleshooting - SmtpException|SmtpException (5.7.1 Unable to relay)]]
**[[Layton ServiceDesk - Troubleshooting - Outgoing Email Stops|Outgoing Email Stops]]
**[[Layton ServiceDesk - Troubleshooting - Incoming Email Stops|Incoming Email Stops]]
**[[Layton ServiceDesk - Troubleshooting - Incoming Email Overload|Incoming Email Overload]]
*[[Layton ServiceDesk - Troubleshooting - Backup|Backup]]
*[[Layton ServiceDesk - Troubleshooting - Disaster Recovery|Disaster Recovery]]
*[[Layton ServiceDesk - Troubleshooting - Internet Explorer Display Issues|Internet Explorer Display Issues]]
*[[Layton ServiceDesk - Troubleshooting - Can't See Any Requests|Can't See Any Requests]]
*[[Layton ServiceDesk - Troubleshooting - Can't Assign Specific Analysts|Can't Assign Specific Analysts]]
*[[Layton ServiceDesk - Troubleshooting - Failed to Save Data|Failed to Save Data]]
*[[Layton ServiceDesk - Troubleshooting - Attachments Didn't Migrate from HelpBox to Layton ServiceDesk|Attachments Didn't Migrate from HelpBox to Layton ServiceDesk]]
*[[Layton ServiceDesk - Troubleshooting - LDAP Import Stops After Reconfiguring LDAP Server Connection|LDAP Import Stops After Reconfiguring LDAP Server Connection]]
*[[Layton ServiceDesk - Troubleshooting - Images Not Displayed or File Links Broken|Images Not Displayed or File Links Broken]]
*Reporting
**[[Layton ServiceDesk - Troubleshooting - PDF Report Not Attached to Scheduled Report Email|PDF Report Not Attached to Scheduled Report Email]]
**[[Layton ServiceDesk - Troubleshooting - Duplicate Scheduled Report Emails|Duplicate Scheduled Report Emails]]
*[[Layton ServiceDesk - Troubleshooting - Large Attachments|Large Attachments]]
*[[Layton ServiceDesk - Troubleshooting - Date Format Not Displaying Correctly|Date Format Not Displaying Correctly]]
*[[Layton ServiceDesk - Troubleshooting - Manual Application Uninstallation|Manual Application Uninstallation]]

=Table of Contents=
==Installation==
*[[Layton ServiceDesk - System Requirements|System Requirements]]
*[[Layton ServiceDesk - Pre-Installation Procedure|Pre-Installation Procedure]]
*Database Installation Tool
**[[Layton ServiceDesk - Installation - Which Method to Use?|Which Method to Use?]]
**Install New Database
***[[Layton ServiceDesk - Installation - New Installation|New Installation]]
***[[Layton ServiceDesk - Installation - New Installation - Install New Database|Install New Database Procedure]]
**HelpBox Migration Options
***[[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 - Migration|Migration]]
***[[Layton ServiceDesk - Installation - Migration - Application Only|Application Only]]
***[[Layton ServiceDesk - Installation - Migration - Application Only (Direct Update to Latest Version)|Application Only (Direct Update to Latest Version)]]
***[[Layton ServiceDesk - Installation - Migration - Application and Database|Application and Database]]
***[[Layton ServiceDesk - Installation - Migration - Database Only|Database Only]]
**[[Layton ServiceDesk - Installation - Test Installation|Test Installation]]
**[[Layton ServiceDesk - Installation - Special Notes|Special Notes]]
***[[Layton ServiceDesk - Installation - Special Notes - Turn Off Friendly HTTP Error Messages|Turn Off Friendly HTTP Error Messages]]
***[[Layton ServiceDesk - Pre-Installation - SQL & Windows Authentication|SQL & Windows Authentication]]
***[[Layton ServiceDesk - Pre-Installation - ASP.NET Configuration|ASP.NET Configuration]]
***[[Layton ServiceDesk - Installation - Special Notes - IIS 6 Management Compatibility|Installer Instantly Stops on Windows Server 2008]]
***[[Layton ServiceDesk - Installation - Special Notes - Increase Service Startup Timeout|Installer Can't Start Service, Rolls Back]]
***[[Layton ServiceDesk - Installation - Special Notes - Incorrect Date Format for Non-US Countries|Incorrect Date Format for Non-US Countries]]
***[[Layton ServiceDesk - Troubleshooting - Application Timeout|Application Timeout]]

==Concepts==
*[[Layton ServiceDesk - System Overview|System Overview]]
*[[Layton ServiceDesk - Flow Diagram|Flow Diagram]]

==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 - Configuring the System - List of Forms|List of Forms]]
*[[Layton ServiceDesk - Configuring the System - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk - Configuring the System - Default List Views|Default List Views]]
*[[Layton ServiceDesk - Configuring the System - Solution Base|Solution Base]]
*[[Layton ServiceDesk - Configuring the System - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk - Configuring the System - Surveys|Surveys]]
*[[Layton ServiceDesk - Configuring the System - Searching|Searching]]

==Using the System==
===Using the System (Analyst)===
*[[Layton ServiceDesk - Dashboard|Dashboard]]
*[[Layton ServiceDesk - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk - Whiteboard|Whiteboard]]
*Logging a New Request
**[[Layton ServiceDesk - Logging a New Request Using the Web Interface|Using the Web Interface]]
**[[Layton ServiceDesk - Logging a New Request from Email|From Email]]
*[[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]]
*[[Layton ServiceDesk - Logging a New Task|Logging a New Task]]
*[[Layton ServiceDesk - Implementing Project Management|Implementing Project Management]]
*[[Layton ServiceDesk - Assets|Assets]]
*[[Layton ServiceDesk - Calendar|Calendar]]

===Using the System (End User)===
*[[Layton ServiceDesk - Using Layton ServiceDesk - End User - Interface|Interface]]
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via Email|Lodging a New Request Via Email]]
*[[Layton ServiceDesk - Using Layton ServiceDesk (End User) - Lodging a New Request Via the Web Interface|Lodging a New Request Via the Web Interface]]

===Reporting===
*[[Layton ServiceDesk - Reporting - Overview|Overview]]
*[[Layton ServiceDesk - Reporting - Creating Custom Reports|Creating Custom Reports]]
*[[Layton ServiceDesk - Reporting - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk - Reporting - Report Design Layout|Report Design Layout & Extra Functions]]
*[[Layton ServiceDesk - Reporting - Scheduling Reports|Scheduling Reports]]

==Administration Page==
====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|Request Business Rules]]
*[[Layton ServiceDesk - General Settings - Business Rules|Problem Business Rules]]
*[[Layton ServiceDesk - General Settings - Business Rules|Change 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]]

====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 - Export Data|Export Data]]
*[[Layton ServiceDesk - Utilities - Request Export XML|Request Export XML]]
*[[Layton ServiceDesk - Utilities - Purging|Purging]]
*[[Layton ServiceDesk - Utilities - Clear Down Database|Clear Down Database]]

====System Settings====
*[[Layton ServiceDesk - Settings - System Settings - Application Settings|Application Settings]]
*[[Layton ServiceDesk - Settings - System Settings - Database Connection|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 - Exchange Online Settings|Exchange Online Settings]]
*[[Layton ServiceDesk - Settings - System Settings - AuditWizard|AuditWizard]]
*[[Layton ServiceDesk - Settings - System Settings - License Information|License Information]]

====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 - Email Settings & Bodies - List|List of Notifications]]
**[[Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies - Editing|Editing]]
*[[Layton ServiceDesk - Settings - Libraries - Email Filter|Email Filter]]
*[[Layton ServiceDesk - Settings - Libraries - Cost Items|Cost Items]]
*[[Layton ServiceDesk - Settings - Libraries - Drop Down Lists|Drop Down Lists]]
*[[Layton ServiceDesk - Settings - Libraries - Brands|Brands]]

====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 Approver|Manage Analyst Absence Approver]]
*[[Layton ServiceDesk - Settings - Company Structure - Manage Analyst Absence Types|Manage Analyst Absence Types]]
*[[Layton ServiceDesk - Settings - Company Structure - Analyst Availability Server|Analyst Availability Server]]

====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]]

====Global List View====
*[[Layton ServiceDesk - Settings - Global List View - Default Request|Default Request]]
*[[Layton ServiceDesk - Settings - Global List View - Default Select End User|Default Select End User]]
*[[Layton ServiceDesk - Settings - Global List View - Default Survey|Default Survey]]
*[[Layton ServiceDesk - Settings - Global List View - End User Request|End User Request]]
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views From Default|Copy List Views From Default]]
*[[Layton ServiceDesk - Settings - Global List View - Copy List Views To Default|Copy List Views To Default]]

====Form Design====
*[[Layton ServiceDesk - Settings - Form Design - Change|Change]]
*[[Layton ServiceDesk - Settings - Form Design - Department|Department]]
*[[Layton ServiceDesk - Settings - Form Design - Login|Login]]
*[[Layton ServiceDesk - Settings - Form Design - Survey|Survey]]
*[[Layton ServiceDesk - Settings - Form Design - Search Surveys|Search Surveys]]
*[[Layton ServiceDesk - Settings - Form Design - Search End User|Search End User]]
*[[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 - Analyst Request|Analyst Request]]
*[[Layton ServiceDesk - Settings - Form Design - Copy Request Forms|Copy Request Forms]]

==Workarounds==
*[[Layton ServiceDesk - Workarounds - Global Reset User Password|Global Reset User Password]]
*[[Layton ServiceDesk - Workarounds - Global Assign to Specific Analyst Group|Global Assign to Specific Analyst Group]]

=Workflows=
*[[Layton ServiceDesk - Workflows - Allowing End Users to Close Requests|Allowing End Users to Close Requests]]
*[[Layton ServiceDesk - Workflows - Configuring Automatic Assignment from Incoming Email Using Keywords|Configuring Automatic Assignment from Incoming Email Using Keywords]]
*[[Layton ServiceDesk - Workflows - Restricting Analyst and End User Access to Request Types|Restricting Analyst and End User Access to Request Types]]
*[[Layton ServiceDesk - Workflows - Enabling Change Management for End Users|Enabling Change Management for End Users]]
*[[Layton ServiceDesk - Workflows - Add Solution Tab to End User Request Form|Add Solution Tab to End User Request Form]]
*[[Layton ServiceDesk - Workflows - Set Default Priority for All Requests|Set Default Priority for All Requests]]
*[[Layton ServiceDesk - Workflows - Standard Settings Analyst|Standard Settings Analyst]]
*[[Layton ServiceDesk - Workflows - Disabling a Request Class|Disabling a Request Class]]
*[[Layton ServiceDesk - Workflows - Bulk Change Email Domain|Bulk Change Email Domain]]
*[[Layton ServiceDesk - Workflows - Export Request Data|Export Request Data]]
*[[Layton ServiceDesk - Workflows - Change Length of User-Defined Field|Change Length of User-Defined Field]]
*[[Layton ServiceDesk - Workflows - Migrate Limited Request Data from One Database to Another|Migrate Limited Request Data from One Database to Another]]
*[[Layton ServiceDesk - Workflows - Processing Emails from Automated Systems|Processing Emails from Automated Systems]]

=Reports=
*[[Layton ServiceDesk - Reports - Requests Logged Over the Weekend|Requests Logged Over the Weekend]]
[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]

Layton ServiceDesk - System Requirements

2025-09-09T23:53:50Z

Jpainter: Italicised "Default Web Site"

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Overview=
Layton ServiceDesk is a 100% Web-based application and has been designed to be:

*Installed on a Windows-based operating system
*Used on either 32- or 64-bit Windows Server
*Accessed by any device running Internet Explorer, Firefox, Chrome or Safari
*Compatible with Exchange Server 2003, 2008 & 2010. SMTP, POP3, IMAP.

The system requires a database server on Microsoft SQL Server 2008 or later. The system is compatible with SQL Server Express editions to ensure that it is as cost efficient for small users as it is for larger ones. Small users will be able to implement the system without having to bear the additional costs of a full SQL Server implementation. Larger users or Companies with SQL Server already installed will be able to implement the system on their SQL server and benefit from the performance and scalability advantages that this brings.

SQL Server Express is essentially a scaled down version of the full SQL Server. For most users SQL Server Express should be sufficient to run Layton ServiceDesk.

The Full SQL version is generally intended for larger companies or those that expect a large amount of records that may accumulate as the application is used. You can easily upgrade to Full SQL Server later if required without any loss of data.

=Servers=
The application requires at least an application and a SQL Server. These can be on the same or different servers.

==Layton ServiceDesk Application Server==
===Hardware Requirements===
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|Minimum processor
|Intel Xeon. For testing and trial purposes, the application can be installed on an Intel Core i3 or higher. This is not a recommended live server configuration.
|-style="vertical-align:top;"
|Minimum RAM
|2GB
|-style="vertical-align:top;"
|Hard drive space
|50-75 MB for the program installation. Allow at least 500 MB for growth in the folder structure. This is for attachments and other files related to the application.
|}

===Software Requirements===
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|Operating System
|Windows 32- and 64-bit Windows 2008, 2012, 2016 or 2019 operating systems
|-style="vertical-align:top;"
|System Components
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=21 Microsoft .NET Framework 3.5]'''
|-
|
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]''' (minimum)
|}

===Windows Features===
Enable the following nodes in Server Settings/Windows Features, and all child nodes:
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 400px; color: #FFFFFF"|Node
! style="background:#009999; width: 400px; color: #FFFFFF"|Notes
|-
|.NET Framework 3.5 (includes .NET 2.0 and 3.0)
|All sub-nodes
|-
|.NET Framework 4.5 Advanced Services
|All sub-nodes
|-
|Internet Information Services > Management Tools
|Includes all IIS 6 Management Compatibility
|-
|Web Server (IIS)
|All sub-nodes
|}

===Internet Information Services (IIS) Manager Configuration===
Configure ''SERVERNAME > ISAPI and CGI Restrictions'' as follows:
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 200px; color: #FFFFFF"|Description
! style="background:#009999; width: 100px; color: #FFFFFF"|Restriction
! style="background:#009999; width: 500px; color: #FFFFFF"|Path
|-
|Active Server Pages
|Allowed
|C:\WINDOWS\system32\inetsrv\asp.dll
|-
|ASP.NET v2.0.50727
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework64\v2.0.50727\aspnet_isapi.dll
|-
|ASP.NET v2.0.50727
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_isapi.dll
|-
|ASP.NET v4.0.30319
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework64\v4.0.30319\aspnet_isapi.dll
|-
|ASP.NET v4.0.30319
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\aspnet_isapi.dll
|-
|WebDAV
|Allowed
|C:\WINDOWS\system32\inetsrv\webdav.dll
|}
====''Default Web Site'' Configuration====
#Run IIS Manager as Administrator.
#Expand ''SERVER > Sites''. Make sure that ''Default Web Site'' is present.
#If ''Default Web Site'' is missing, follow these steps:
##Right-click ''SERVER > Sites'' and select ''Add Website...''.
##In ''Site name'', enter ''Default Web Site''.
##This will populate the ''Application pool'' field with ''Default Web Site''. Click the ''Select...'' button next to the ''Application pool'' field and select ''DefaultAppPool'', then click the ''OK'' button.
##Enter ''%SystemDrive%\inetpub\wwwroot'' in the ''Physical path'' field.
##Don't change any of the other settings. Click the ''OK'' button. The ''Default Web Site'' will now appear under ''Sites''.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|80
|Web, for the web application
|-style="vertical-align:top;"
|135
|IIS Integrated Authentication. See '''[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|Special Note on IIS Integrated Windows Authentication]]'''.
|-style="vertical-align:top;"
|389
|LDAP, for importing user names from an LDAP directory and for authentication.
|}

==SQL Server==
Either the enterprise (full) version of SQL Server or the free Express version can be used. SQL Server does not need to be installed on the same server as Layton ServiceDesk.

*Microsoft SQL Server 2008 or later
*Microsoft SQL Server Express 2008 or later.

If you don't have any version of SQL Server installed, you may download the free '''[https://www.microsoft.com/en-us/sql-server/sql-server-downloads SQL Server Express]''' from Microsoft:

You can use either, depending on your hardware configuration. You should choose a ''WT'' ("With Tools") version to get Microsoft SQL Server Management Studio. Management Studio offers features such as database backup and recovery options.

===SQL Server Browser Service===
If Layton ServiceDesk is to be installed on a server that is separate from the one hosting the SQL database, the '''[https://technet.microsoft.com/en-us/library/ms181087(v=sql.105).aspx SQL Server Browser Service]''' must be enabled, or Layton ServiceDesk will not be able to see the SQL Server.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|1433
|SQL Server
|}

===Windows Account===
A Windows account should be added in Management Studio in SERVER ➤ Security ➤ Logins. This should be used to access SQL Server during installations and upgrades.

In Properties, default settings can be specified, but make sure it has the ''public'' and ''sysadmin'' roles in the ''Server Roles'' tab and it has permission to connect and login in the ''Status'' tab.

===SQL Server TLS 1.2 Support===
If you have enabled TLS 1.2 and have disabled TLS 1.0 and 1.1, ensure that your SQL Server supports TLS 1.2. Please see '''[https://support.microsoft.com/en-us/topic/kb3135244-tls-1-2-support-for-microsoft-sql-server-e4472ef8-90a9-13c1-e4d8-44aad198cdbe this Microsoft article]''' for details.

==Exchange Server==
If Exchange Server will be used for email functions, versions 2003, 2007, 2010, 2013 are supported via POP3 or IMAP and SMTP protocols. Exchange server does not need to be installed on the same server as Layton ServiceDesk.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|389
|LDAP, for importing user names from an LDAP directory and for authentication.
|}

=Clients=
Any operating system running Internet Explorer 9+, FireFox, Chrome and Safari, with cookies enabled, is supported.

==Recommended Screen Resolution==
Layton ServiceDesk can support any screen resolution as the application is fully configurable, so whether you operate with standard monitors running a low resolution or the largest wide screen monitors, you can configure Layton ServiceDesk software to maximize your screen real estate. Out of the box we have configured Layton ServiceDesk for the following resolutions.
*Analysts 1280 x 1024
*End User 800 x 600

=Upgrading from HelpBox=
Your database can be imported during the installation process. The database version must be 5.0.5, so you'll have to upgrade to HelpBox 5.0.5 if you have not yet done so, and upgrade the database through HelpBox.

=Integration with AuditWizard=
In order to connect Layton ServiceDesk to AuditWizard, your AuditWizard installation must be v8.1.4 or later with the database running on a SQL Server.
[[Layton ServiceDesk - Pre-Installation Procedure |Next article in this series: ''Pre-Installation Procedure'']] [[File:Btn forward.png|link=Pre-Installation Procedure]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - System Requirements

2025-09-09T23:53:12Z

Jpainter: Completed section

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Overview=
Layton ServiceDesk is a 100% Web-based application and has been designed to be:

*Installed on a Windows-based operating system
*Used on either 32- or 64-bit Windows Server
*Accessed by any device running Internet Explorer, Firefox, Chrome or Safari
*Compatible with Exchange Server 2003, 2008 & 2010. SMTP, POP3, IMAP.

The system requires a database server on Microsoft SQL Server 2008 or later. The system is compatible with SQL Server Express editions to ensure that it is as cost efficient for small users as it is for larger ones. Small users will be able to implement the system without having to bear the additional costs of a full SQL Server implementation. Larger users or Companies with SQL Server already installed will be able to implement the system on their SQL server and benefit from the performance and scalability advantages that this brings.

SQL Server Express is essentially a scaled down version of the full SQL Server. For most users SQL Server Express should be sufficient to run Layton ServiceDesk.

The Full SQL version is generally intended for larger companies or those that expect a large amount of records that may accumulate as the application is used. You can easily upgrade to Full SQL Server later if required without any loss of data.

=Servers=
The application requires at least an application and a SQL Server. These can be on the same or different servers.

==Layton ServiceDesk Application Server==
===Hardware Requirements===
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|Minimum processor
|Intel Xeon. For testing and trial purposes, the application can be installed on an Intel Core i3 or higher. This is not a recommended live server configuration.
|-style="vertical-align:top;"
|Minimum RAM
|2GB
|-style="vertical-align:top;"
|Hard drive space
|50-75 MB for the program installation. Allow at least 500 MB for growth in the folder structure. This is for attachments and other files related to the application.
|}

===Software Requirements===
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|Operating System
|Windows 32- and 64-bit Windows 2008, 2012, 2016 or 2019 operating systems
|-style="vertical-align:top;"
|System Components
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=21 Microsoft .NET Framework 3.5]'''
|-
|
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]''' (minimum)
|}

===Windows Features===
Enable the following nodes in Server Settings/Windows Features, and all child nodes:
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 400px; color: #FFFFFF"|Node
! style="background:#009999; width: 400px; color: #FFFFFF"|Notes
|-
|.NET Framework 3.5 (includes .NET 2.0 and 3.0)
|All sub-nodes
|-
|.NET Framework 4.5 Advanced Services
|All sub-nodes
|-
|Internet Information Services > Management Tools
|Includes all IIS 6 Management Compatibility
|-
|Web Server (IIS)
|All sub-nodes
|}

===Internet Information Services (IIS) Manager Configuration===
Configure ''SERVERNAME > ISAPI and CGI Restrictions'' as follows:
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 200px; color: #FFFFFF"|Description
! style="background:#009999; width: 100px; color: #FFFFFF"|Restriction
! style="background:#009999; width: 500px; color: #FFFFFF"|Path
|-
|Active Server Pages
|Allowed
|C:\WINDOWS\system32\inetsrv\asp.dll
|-
|ASP.NET v2.0.50727
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework64\v2.0.50727\aspnet_isapi.dll
|-
|ASP.NET v2.0.50727
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_isapi.dll
|-
|ASP.NET v4.0.30319
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework64\v4.0.30319\aspnet_isapi.dll
|-
|ASP.NET v4.0.30319
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\aspnet_isapi.dll
|-
|WebDAV
|Allowed
|C:\WINDOWS\system32\inetsrv\webdav.dll
|}
====Default Web Site Configuration====
#Run IIS Manager as Administrator.
#Expand ''SERVER > Sites''. Make sure that ''Default Web Site'' is present.
#If ''Default Web Site'' is missing, follow these steps:
##Right-click ''SERVER > Sites'' and select ''Add Website...''.
##In ''Site name'', enter ''Default Web Site''.
##This will populate the ''Application pool'' field with ''Default Web Site''. Click the ''Select...'' button next to the ''Application pool'' field and select ''DefaultAppPool'', then click the ''OK'' button.
##Enter ''%SystemDrive%\inetpub\wwwroot'' in the ''Physical path'' field.
##Don't change any of the other settings. Click the ''OK'' button. The ''Default Web Site'' will now appear under ''Sites''.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|80
|Web, for the web application
|-style="vertical-align:top;"
|135
|IIS Integrated Authentication. See '''[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|Special Note on IIS Integrated Windows Authentication]]'''.
|-style="vertical-align:top;"
|389
|LDAP, for importing user names from an LDAP directory and for authentication.
|}

==SQL Server==
Either the enterprise (full) version of SQL Server or the free Express version can be used. SQL Server does not need to be installed on the same server as Layton ServiceDesk.

*Microsoft SQL Server 2008 or later
*Microsoft SQL Server Express 2008 or later.

If you don't have any version of SQL Server installed, you may download the free '''[https://www.microsoft.com/en-us/sql-server/sql-server-downloads SQL Server Express]''' from Microsoft:

You can use either, depending on your hardware configuration. You should choose a ''WT'' ("With Tools") version to get Microsoft SQL Server Management Studio. Management Studio offers features such as database backup and recovery options.

===SQL Server Browser Service===
If Layton ServiceDesk is to be installed on a server that is separate from the one hosting the SQL database, the '''[https://technet.microsoft.com/en-us/library/ms181087(v=sql.105).aspx SQL Server Browser Service]''' must be enabled, or Layton ServiceDesk will not be able to see the SQL Server.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|1433
|SQL Server
|}

===Windows Account===
A Windows account should be added in Management Studio in SERVER ➤ Security ➤ Logins. This should be used to access SQL Server during installations and upgrades.

In Properties, default settings can be specified, but make sure it has the ''public'' and ''sysadmin'' roles in the ''Server Roles'' tab and it has permission to connect and login in the ''Status'' tab.

===SQL Server TLS 1.2 Support===
If you have enabled TLS 1.2 and have disabled TLS 1.0 and 1.1, ensure that your SQL Server supports TLS 1.2. Please see '''[https://support.microsoft.com/en-us/topic/kb3135244-tls-1-2-support-for-microsoft-sql-server-e4472ef8-90a9-13c1-e4d8-44aad198cdbe this Microsoft article]''' for details.

==Exchange Server==
If Exchange Server will be used for email functions, versions 2003, 2007, 2010, 2013 are supported via POP3 or IMAP and SMTP protocols. Exchange server does not need to be installed on the same server as Layton ServiceDesk.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|389
|LDAP, for importing user names from an LDAP directory and for authentication.
|}

=Clients=
Any operating system running Internet Explorer 9+, FireFox, Chrome and Safari, with cookies enabled, is supported.

==Recommended Screen Resolution==
Layton ServiceDesk can support any screen resolution as the application is fully configurable, so whether you operate with standard monitors running a low resolution or the largest wide screen monitors, you can configure Layton ServiceDesk software to maximize your screen real estate. Out of the box we have configured Layton ServiceDesk for the following resolutions.
*Analysts 1280 x 1024
*End User 800 x 600

=Upgrading from HelpBox=
Your database can be imported during the installation process. The database version must be 5.0.5, so you'll have to upgrade to HelpBox 5.0.5 if you have not yet done so, and upgrade the database through HelpBox.

=Integration with AuditWizard=
In order to connect Layton ServiceDesk to AuditWizard, your AuditWizard installation must be v8.1.4 or later with the database running on a SQL Server.
[[Layton ServiceDesk - Pre-Installation Procedure |Next article in this series: ''Pre-Installation Procedure'']] [[File:Btn forward.png|link=Pre-Installation Procedure]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - System Requirements

2025-09-09T23:50:03Z

Jpainter: New subsection: "Default Web Site Configuration"

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Overview=
Layton ServiceDesk is a 100% Web-based application and has been designed to be:

*Installed on a Windows-based operating system
*Used on either 32- or 64-bit Windows Server
*Accessed by any device running Internet Explorer, Firefox, Chrome or Safari
*Compatible with Exchange Server 2003, 2008 & 2010. SMTP, POP3, IMAP.

The system requires a database server on Microsoft SQL Server 2008 or later. The system is compatible with SQL Server Express editions to ensure that it is as cost efficient for small users as it is for larger ones. Small users will be able to implement the system without having to bear the additional costs of a full SQL Server implementation. Larger users or Companies with SQL Server already installed will be able to implement the system on their SQL server and benefit from the performance and scalability advantages that this brings.

SQL Server Express is essentially a scaled down version of the full SQL Server. For most users SQL Server Express should be sufficient to run Layton ServiceDesk.

The Full SQL version is generally intended for larger companies or those that expect a large amount of records that may accumulate as the application is used. You can easily upgrade to Full SQL Server later if required without any loss of data.

=Servers=
The application requires at least an application and a SQL Server. These can be on the same or different servers.

==Layton ServiceDesk Application Server==
===Hardware Requirements===
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|Minimum processor
|Intel Xeon. For testing and trial purposes, the application can be installed on an Intel Core i3 or higher. This is not a recommended live server configuration.
|-style="vertical-align:top;"
|Minimum RAM
|2GB
|-style="vertical-align:top;"
|Hard drive space
|50-75 MB for the program installation. Allow at least 500 MB for growth in the folder structure. This is for attachments and other files related to the application.
|}

===Software Requirements===
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Requirement
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|Operating System
|Windows 32- and 64-bit Windows 2008, 2012, 2016 or 2019 operating systems
|-style="vertical-align:top;"
|System Components
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=21 Microsoft .NET Framework 3.5]'''
|-
|
|'''[https://www.microsoft.com/en-au/download/details.aspx?id=30653 Microsoft .NET Framework 4.5]''' (minimum)
|}

===Windows Features===
Enable the following nodes in Server Settings/Windows Features, and all child nodes:
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 400px; color: #FFFFFF"|Node
! style="background:#009999; width: 400px; color: #FFFFFF"|Notes
|-
|.NET Framework 3.5 (includes .NET 2.0 and 3.0)
|All sub-nodes
|-
|.NET Framework 4.5 Advanced Services
|All sub-nodes
|-
|Internet Information Services > Management Tools
|Includes all IIS 6 Management Compatibility
|-
|Web Server (IIS)
|All sub-nodes
|}

===Internet Information Services (IIS) Manager Configuration===
Configure ''SERVERNAME > ISAPI and CGI Restrictions'' as follows:
{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 200px; color: #FFFFFF"|Description
! style="background:#009999; width: 100px; color: #FFFFFF"|Restriction
! style="background:#009999; width: 500px; color: #FFFFFF"|Path
|-
|Active Server Pages
|Allowed
|C:\WINDOWS\system32\inetsrv\asp.dll
|-
|ASP.NET v2.0.50727
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework64\v2.0.50727\aspnet_isapi.dll
|-
|ASP.NET v2.0.50727
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_isapi.dll
|-
|ASP.NET v4.0.30319
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework64\v4.0.30319\aspnet_isapi.dll
|-
|ASP.NET v4.0.30319
|Allowed
|C:\WINDOWS\Microsoft.NET\Framework\v4.0.30319\aspnet_isapi.dll
|-
|WebDAV
|Allowed
|C:\WINDOWS\system32\inetsrv\webdav.dll
|}
====Default Web Site Configuration====

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|80
|Web, for the web application
|-style="vertical-align:top;"
|135
|IIS Integrated Authentication. See '''[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|Special Note on IIS Integrated Windows Authentication]]'''.
|-style="vertical-align:top;"
|389
|LDAP, for importing user names from an LDAP directory and for authentication.
|}

==SQL Server==
Either the enterprise (full) version of SQL Server or the free Express version can be used. SQL Server does not need to be installed on the same server as Layton ServiceDesk.

*Microsoft SQL Server 2008 or later
*Microsoft SQL Server Express 2008 or later.

If you don't have any version of SQL Server installed, you may download the free '''[https://www.microsoft.com/en-us/sql-server/sql-server-downloads SQL Server Express]''' from Microsoft:

You can use either, depending on your hardware configuration. You should choose a ''WT'' ("With Tools") version to get Microsoft SQL Server Management Studio. Management Studio offers features such as database backup and recovery options.

===SQL Server Browser Service===
If Layton ServiceDesk is to be installed on a server that is separate from the one hosting the SQL database, the '''[https://technet.microsoft.com/en-us/library/ms181087(v=sql.105).aspx SQL Server Browser Service]''' must be enabled, or Layton ServiceDesk will not be able to see the SQL Server.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|1433
|SQL Server
|}

===Windows Account===
A Windows account should be added in Management Studio in SERVER ➤ Security ➤ Logins. This should be used to access SQL Server during installations and upgrades.

In Properties, default settings can be specified, but make sure it has the ''public'' and ''sysadmin'' roles in the ''Server Roles'' tab and it has permission to connect and login in the ''Status'' tab.

===SQL Server TLS 1.2 Support===
If you have enabled TLS 1.2 and have disabled TLS 1.0 and 1.1, ensure that your SQL Server supports TLS 1.2. Please see '''[https://support.microsoft.com/en-us/topic/kb3135244-tls-1-2-support-for-microsoft-sql-server-e4472ef8-90a9-13c1-e4d8-44aad198cdbe this Microsoft article]''' for details.

==Exchange Server==
If Exchange Server will be used for email functions, versions 2003, 2007, 2010, 2013 are supported via POP3 or IMAP and SMTP protocols. Exchange server does not need to be installed on the same server as Layton ServiceDesk.

===Ports===
These are default ports and are the supported ones. Use different ports under your own advisement.

{| class="wikitable" border="1"
|-style="vertical-align:top;"
! style="background:#009999; width: 150px; color: #FFFFFF"|Port
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-style="vertical-align:top;"
|389
|LDAP, for importing user names from an LDAP directory and for authentication.
|}

=Clients=
Any operating system running Internet Explorer 9+, FireFox, Chrome and Safari, with cookies enabled, is supported.

==Recommended Screen Resolution==
Layton ServiceDesk can support any screen resolution as the application is fully configurable, so whether you operate with standard monitors running a low resolution or the largest wide screen monitors, you can configure Layton ServiceDesk software to maximize your screen real estate. Out of the box we have configured Layton ServiceDesk for the following resolutions.
*Analysts 1280 x 1024
*End User 800 x 600

=Upgrading from HelpBox=
Your database can be imported during the installation process. The database version must be 5.0.5, so you'll have to upgrade to HelpBox 5.0.5 if you have not yet done so, and upgrade the database through HelpBox.

=Integration with AuditWizard=
In order to connect Layton ServiceDesk to AuditWizard, your AuditWizard installation must be v8.1.4 or later with the database running on a SQL Server.
[[Layton ServiceDesk - Pre-Installation Procedure |Next article in this series: ''Pre-Installation Procedure'']] [[File:Btn forward.png|link=Pre-Installation Procedure]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

AuditWizard - Clean Reinstallation

2025-07-03T22:22:46Z

Jpainter: Clarified SQL Compact

[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]
__FORCETOC__
=Overview=
Should you need to reinstall for any reason, we recommend that you install the latest version. There are separate steps depending on whether you are using the embedded database or a SQL Server, and whether you are reinstalling on the AuditWizard server ('''[[AuditWizard - Installation Types - Single User|the most common configuration]]'''), or a client in a '''[[AuditWizard - Installation Types - Multiple User|Multiple User]]''' configuration.

=Server (Single-User) Configuration=
*'''[[AuditWizard - Clean Reinstallation - Embedded Database|Embedded Database]]''' (SQL Compact, the database that was installed automatically on first installation)
*'''[[AuditWizard - Clean Reinstallation - SQL Database|SQL Database]]''' (if you migrated your embedded database to a SQL Server)

=Multiple User Configuration=

*'''[[AuditWizard - Clean Reinstallation - Client|Client]]'''
[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]

Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated

2025-03-12T06:27:35Z

Jpainter: Deleted unnecessary word

[[File:btn_back_up.png|link=Layton ServiceDesk - Procedures - General - Sending Log Files to Support]] [[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Back to Main Article]]
=Overview=
The Application Log is a log file relating to the function of the application in general. Occasionally Layton Technology Support may request a log file in order to investigate a reported problem.

This specific procedure will produce a log that covers the time as close to the issue as possible, to make it easier to analyse.

=Location of Log File=
These log files are located in:

C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\

The filename structure is:

lsd_log_YYYY_M_D.txt

For example, a log file created for 2 July, 2023, would have the filename:

lsd_log_2023_7_2.txt

Sort the list by ''Date Modified'', in reverse-chronological order (latest on top).

A separate log file is created for each calendar day. Support will only require the latest log, which is the truncated version. If there are many log files, it is safe to delete all but the latest five.

=Procedure=
==Producing the Truncated Log File==
#In the ''Windows Services'' console, stop the ''LaytonServiceDesk'' service. This is necessary to stop it writing to the log file.
#In Windows Explorer, open the log-file location.
#Sort the folder by ''Date Created'', to identify the latest log file.
#If Support asks you to, move the log file elsewhere as a backup, otherwise, delete it.
#Start the ''LaytonServiceDesk'' service.
#Generate the issue again.
#In Windows Explorer, quickly copy the latest log file elsewhere. This will ensure that it is as short as possible.

==Sending to Support==
#Zip the log file.
#In the '''[https://client.laytontechnology.com/ Customer Support Portal]''', create a new comment for your ticket, and attach the zip file.
#Alternatively, email to '''[mailto:support@laytontechnology.com support@laytontechnology.com]'''.

In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our '''[https://laytontech.leapfile.net upload service]'''.

=Other Log Procedures=
==Application Log - Full==
If instructed by Support, see '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full|here]]''' for sending a non-truncated Application Log.

==LDAP Import Log==
See '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|here]]''' for sending the LDAP Import Log.

Layton ServiceDesk - Installation - Connect to Existing Database

2024-11-05T05:38:48Z

Jpainter: Added text about connection error

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
If for any reason you need to re-install Layton ServiceDesk on a separate computer, you can use the Connect to Existing Database option to connect to your existing Layton ServiceDesk database. This will not overwrite any database. If you need to reinstall, you will not lose any form designs or login screen layouts as these are stored in the Layton ServiceDesk database.

You may have been sent a database by Layton Technology that has been upgraded from HelpBox. If you haven't done so already, restore the database to your SQL Server. We suggest that you use the default database name ''LaytonServiceDesk''. If your database has been upgraded by us, it may have a different name.

#Launch the Database Tool (DBTool.exe, located in C:\Program Files\Layton Technology\Layton ServiceDesk\DBTool\), or it will appear during installation.
#Click the ''Connect to Existing Database'' button. Note: You will get a connection error because the wrong server name will be pre-populated due to a current bug. Close the dialog and continue: [[File:Lsd_connect_exist_01.png|link=]] 
#Click the ''Select'' button and select the SQL Server name where you are hosting the database. Click the ''Select'' button to populate the Server field: [[File:Lsd_connect_exist_02.png|link=]] 
#You will be using the provided SQL user ''LaytonUser1''. Select the database name if not correct. Click the ''Test'' button to test the connection to the SQL Server with the provided details. If successful, a dialog will confirm: [[File:Lsd_connect_exist_02a.png|link=]] 
#Click the ''Connect to Database'' button: [[File:Lsd_connect_exist_03.png|link=]] 
#Upon confirmation, click the OK button and close the Database Tool: [[File:Lsd_connect_exist_04.png|link=]] 
#In the Windows Services console, restart the ''World Wide Web Publishing Service''.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - Troubleshooting - Manual Application Uninstallation

2024-10-10T23:10:24Z

Jpainter: /* Uninstallation */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
__FORCETOC__
=Overview=
Under some circumstances, it may be necessary to manually uninstall the application. Potential issues are accounted for in the procedure.

=Using ''Apps & features'': Handling Error 100=
==Procedure==
===Uninstallation===
#On the Layton ServiceDesk server, open ''Settings > Apps & features''.
#Click ''Layton ServiceDesk''. Click the ''Uninstall'' button.
#If nothing happens, remove the ''LaytonServiceDesk'' service, as there is something wrong with that installation:
##Open Command Prompt as Administrator.
##Execute this command: <code>sc delete LaytonServiceDesk</code> The ''LaytonServiceDesk'' service will be removed.
#In ''Apps & features'', click ''Layton ServiceDesk'', then click the ''Uninstall'' button.
#If this error message appears, it is expecting the ''LaytonServiceDesk'' service to be installed.
#:[[File:Lsd uninstall lssd service error01.png|_blank]]
#:Steps to resolve:
##Open Command Prompt as Administrator.
##Execute this command, assuming that Layton ServiceDesk is installed on C: drive: <code>"C:\Windows\Microsoft.NET\Framework\v4.0.30319\installutil.exe" "C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LaytonServiceDesk.exe"</code> The ''LaytonServiceDesk'' service will be reinstalled.
#Open ''Settings > Apps & features''.
#Click ''Layton ServiceDesk''. Click the ''Uninstall'' button.
#If the ''LaytonServiceDesk'' service is running when you initiate uninstallation, you will get a dialog saying that it should be closed before continuing. Check the option ''Automatically close applications and attempt to restart them once setup is complete''. Click the ''OK'' button.

===Cleaning the System===
#Open Internet Information Services (IIS) Manager.
##In ''Application Pools'', delete ''LaytonServiceDeskAppPool''.
##In ''Sites > Default Website'', delete the virtual directory ''LaytonServiceDesk''.
#Open Services console.
#Check to see if the LaytonServiceDesk service exists. If it does, open a command prompt and run this command to remove it: <code>sc delete LaytonServiceDesk</code> If the service becomes ''marked for deletion'' but hasn't been removed, restart the server and check that the service has been removed.
#Delete the folder ''Layton Technology'' in C:\Program Files\.

=Resolving Persistent Reference in ''Apps & features''=
==Overview==
In this situation, the Program Files files have been removed and the application is essentially uninstalled, but still appears in ''Apps & features''. This will prevent reinstallation. The following procedure will clean the system.

==Procedure==
#In the Windows Services console, stop ''World Wide Web Publishing Service''.
#In IIS Manager, delete the ''LaytonServiceDesk'' virtual directory from the ''Default'' website.
#In Program Files (x86), delete the ''Layton ServiceDesk'' folder.
#Empty the bin.
#In Registry Editor, go to ''Computer\HKEY_CURRENT_USER\Software\''.
#Delete anything containing the string ''Layton'' (if AuditWizard is installed, leave AuditWizard keys).
#Go to ''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MATS\WindowsInstaller''
#If there is anything related to ''Layton ServiceDesk'', delete the parent.
#Go to these locations and delete anything relating to ''Layton ServiceDesk''. You may have to search the locations for the string ''Layton Service'':
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\Folders''
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\''
##''Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall''
##''Computer\HKEY_LOCAL_MACHINE\SYSTEM\Setup\FirstBoot\Services''
#In ''Apps & features'', check to ensure that Layton ServiceDesk no longer appears.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated

2024-04-11T10:49:52Z

Jpainter: Minor text change

[[File:btn_back_up.png|link=Layton ServiceDesk - Procedures - General - Sending Log Files to Support]] [[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Back to Main Article]]
=Overview=
The Application Log is a log file relating to the function of the application in general. Occasionally Layton Technology Support may request a log file in order to investigate a reported problem.

This specific procedure will produce a log that covers the time as close to the issue as possible, to make it easier to analyse.

=Location of Log File=
These log files are located in:

C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\

The filename structure is:

lsd_log_YYYY_M_D.txt

For example, a log file created for 2 July, 2023, would have the filename:

lsd_log_2023_7_2.txt

Sort the list by ''Date Modified'', in reverse-chronological order (latest on top).

A separate log file is created for each calendar day. Support will only require the latest log, which is the truncated version. If there are many log files, it is safe to delete all but the latest five.

=Procedure=
==Producing the Truncated Log File==
#In the ''Windows Services'' console, stop the ''LaytonServiceDesk'' service. This is necessary to stop it writing to the log file.
#In Windows Explorer, open the log-file location.
#Sort the folder by ''Date Created'', to identify the latest log file.
#If Support asks you to, move the log file elsewhere as a backup, otherwise, delete it.
#Start the ''LaytonServiceDesk'' service.
#Generate the issue again.
#In Windows Explorer, as quickly copy the latest log file elsewhere. This will ensure that it is as short as possible.

==Sending to Support==
#Zip the log file.
#In the '''[https://client.laytontechnology.com/ Customer Support Portal]''', create a new comment for your ticket, and attach the zip file.
#Alternatively, email to '''[mailto:support@laytontechnology.com support@laytontechnology.com]'''.

In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our '''[https://laytontech.leapfile.net upload service]'''.

=Other Log Procedures=
==Application Log - Full==
If instructed by Support, see '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full|here]]''' for sending a non-truncated Application Log.

==LDAP Import Log==
See '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|here]]''' for sending the LDAP Import Log.

Layton ServiceDesk - Settings - System Settings - Exchange Online Settings

2024-01-03T02:43:20Z

Jpainter: Added section "EAGetMail"

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]
[[File:btn_back_up.png|link=Layton ServiceDesk - Settings - System Settings - Email Server Settings]] [[Layton ServiceDesk - Settings - System Settings - Email Server Settings |Previous article in this series: ''Email Server Settings'']]
__FORCETOC__
=Overview=
[[File:Lsd exchange online settings.png|center|link=]]

=Special Notes=
Please consult with your mail-server admin for these details before contacting support. The email system is reliable. The details entered are the only variables.

Don't configure the settings in '''[[Layton ServiceDesk - Settings - System Settings - Email Server Settings|Email Server Settings]]'''. Those settings are not relevant in an Exchange Online environment.

'''This is a brand-new feature as of 6.9.0. It was produced on an emergency basis to support Advanced Authentication in Exchange Online as Basic Authentication was being deprecated. As a result, the interface is subject to changes in subsequent versions.'''

==EAGetMail==
From '''[[Layton ServiceDesk - Release Notes - Version 6.9.0|version 6.9.0]]''' the component ''EAGetMail'', from EmailArchitect, was incorporated into Layton ServiceDesk, to support connection to Exchange Online.

If valid Exchange Online settings are not working, please see these articles from the EmailArchitect website:

*'''[https://www.emailarchitect.net/eagetmail/ex/c/23.aspx#create-your-application-in-azure-portal|Create Your Application in Azure (now ''Microsoft Entra'') Portal]'''.
*'''[https://www.emailarchitect.net/eagetmail/ex/c/24.aspx Retrieve Email Using Microsoft OAuth 2.0 + EWS/IMAP4/Graph API Protocol from Office 365 Account]'''.

==Changing Email Server Settings==
If you need to change your email server settings, please schedule a time when you can change them, then restart the ''World Wide Web Publishing Service'' and ''LaytonServiceDesk service'' in the Windows Services console. Restarting the ''World Wide Web Publishing Services'' is disruptive and Layton ServiceDesk will be unavailable to users while it is restarting.

Failure to restart these services will not purge the old details from memory, and Layton ServiceDesk will continue to try to use the old settings, causing failures to import and send mail.

=Configuration=
#Obtain from your Exchange Online provider, the following values:
#*Client ID
#*Tenant ID
#*Client Secret
#*Exchange Online username, in the format ''name@domain''.
#Enter the Client ID in the ''Client ID'' field.
#Enter the Tenant ID in the ''Tenant ID'' field.
#Enter the Client Secret in the ''Client Secret'' field.
#The ''Display Name'' field is the name that will appear as the Author of the email. Functionally equivalent to the field on the '''[[Layton ServiceDesk - Settings - System Settings - Email Server Settings#Display Name|Email Server Settings]]''' page.
#Enter the Exchange Online username, in the format ''name@domain'', in the ''User Email'' field.
#Click the ''Test Settings'' link. This will generate an Access Token, which will appear in the ''Access Token'' field.
#A dialog will open where you can enter an email address. Enter a test email addressClicking the ''Save'' button [[File:Lsd btn save.png|link=]] will send the email. if the settings are correct, and the test email was entered correctly, you will see a success dialog, and the test email should be received at the test email account.
#Click the ''Confirm'' button [[File:Lsd btn confirm 24px.png|link=]] to close the dialog.
#Click the ''Save'' button [[File:Lsd btn save.png|link=]] to save the settings.

=Queues=
Both the incoming and outgoing mail queues can be viewed.

==Incoming Email Queue==
The Incoming Email queue is available on the Exchange Online Settings page by clicking the ''View Incoming Emails'' link, or by clicking the Email Queue button in the header. '''[[Layton ServiceDesk - Logging a New Request from Email|See here for details on how to use the queue]]'''.

==Outgoing Email Queue==
The Outgoing Email queue is only available on the Exchange Online Settings page by clicking the ''View Pending Outgoing Emails'' link. You would not normally need to monitor this page, but would access it to debug outgoing mail.

[[File:Lsd email outgoing 01.png|link=]]

===Controls===
====Re-Send====
To force one or more emails to be re-sent, click the checkbox(es) to select individual emails, or the checkbox in the header to select all, then click the ''Re-Send'' button above the list. Note that the header checkbox is a toggle that will select and deselect all, alternatively.

====Delete====
To delete one or more emails, click the checkbox(es) to select individual emails, or the checkbox in the header to select all, then click the ''Delete' button above the list. Note that the header checkbox is a toggle that will select and deselect all, alternatively.
[[Layton ServiceDesk - Settings - System Settings - AuditWizard |Next article in this series: ''AuditWizard'']] [[File:Btn forward.png|link=Layton ServiceDesk - Settings - System Settings - AuditWizard]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|Back to Contents]]

Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log

2023-12-20T20:53:01Z

Jpainter: Major revision

[[File:btn_back_up.png|link=Layton ServiceDesk - Procedures - General - Sending Log Files to Support]] [[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Back to Main Article]]
=Overview=
Occasionally Layton Technology Support may request your log files in order to investigate a reported problem. We will need the log files that are relevant to the time at which the problem occurred.

There are two procedures:

=Procedures=
==Truncated==
'''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated|See here]]'''.

==Full==
'''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full |See here]]'''.

Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full

2023-12-20T20:47:34Z

Jpainter: New page

[[File:btn_back_up.png|link=Layton ServiceDesk - Procedures - General - Sending Log Files to Support]] [[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Back to Main Article]]
=Overview=
The Application Log is a log file relating to the function of the application in general. Occasionally Layton Technology Support may request a log file in order to investigate a reported problem.

This specific procedure will gather the log files that are relevant to the time at which the problem occurred.

=Location of Log File=
These log files are located in:

C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\

The filename structure is:

lsd_log_YYYY_M_D.txt

For example, a log file created for 2 July, 2023, would have the filename:

lsd_log_2023_7_2.txt

Sort the list by ''Date Modified'', in reverse-chronological order (latest on top).

A separate log file is created for each calendar day. Normally Support only requires the latest log. If there are many log files, it is safe to delete all but the latest five.

=Procedure=
==Gathering the Requested File(s)==
#In Windows Explorer, open the log-file location.
#Identify the log file(s) requested by Support.

==Sending to Support==
#Zip the log file(s).
#In the '''[https://client.laytontechnology.com/ Customer Support Portal]''', create a new comment for your ticket, and attach the zip file.
#Alternatively, email to '''[mailto:support@laytontechnology.com support@laytontechnology.com]'''.

In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our '''[https://laytontech.leapfile.net upload service]'''.

=Other Log Procedures=
==Application Log - Truncated==
See '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated |here]]''' for sending a truncated Application Log.

==LDAP Import Log==
See '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|here]]''' for sending the LDAP Import Log.

Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Truncated

2023-12-20T20:46:00Z

Jpainter: Minor edits

[[File:btn_back_up.png|link=Layton ServiceDesk - Procedures - General - Sending Log Files to Support]] [[Layton ServiceDesk - Procedures - General - Sending Log Files to Support|Back to Main Article]]
=Overview=
The Application Log is a log file relating to the function of the application in general. Occasionally Layton Technology Support may request a log file in order to investigate a reported problem.

This specific procedure will produce a log that covers the time as close to the issue as possible, to make it easier to analyse.

=Location of Log File=
These log files are located in:

C:\Program Files (x86)\Layton Technology\Layton ServiceDesk\LogFiles\

The filename structure is:

lsd_log_YYYY_M_D.txt

For example, a log file created for 2 July, 2023, would have the filename:

lsd_log_2023_7_2.txt

Sort the list by ''Date Modified'', in reverse-chronological order (latest on top).

A separate log file is created for each calendar day. Support will only require the latest log, which is the truncated version. If there are many log files, it is safe to delete all but the latest five.

=Procedure=
==Producing the Truncated Log File==
#In the ''Windows Services'' console, stop the ''LaytonServiceDesk'' service. This is necessary to stop it writing to the log file.
#In Windows Explorer, open the log-file location.
#Sort the folder by ''Date Created'', to identify the latest log file.
#If Support asks you to, move the log file elsewhere as a backup, otherwise, delete it.
#Start the ''LaytonServiceDesk'' service.
#Generate the issue again.
#In Windows Explorer, as quickly copy the latest log file elsewhere. This will ensure that it is as short as possible.

==Sending to Support==
#Zip the log file.
#In the '''[https://client.laytontechnology.com/ Customer Support Portal]''', create a new comment for your ticket, and attach the zip file.
#Alternatively, email to '''[mailto:support@laytontechnology.com support@laytontechnology.com]'''.

In rare instances where the log files are over 2Mb once zipped, please send the .zip file to Support via our '''[https://laytontech.leapfile.net upload service]'''.

=Other Log Procedures=
==Application Log - Full==
See '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - Application Log - Full|here]]''' for sending a non-truncated Application Log.

==LDAP Import Log==
See '''[[Layton ServiceDesk - Procedures - General - Sending Log Files to Support - LDAP Import Log|here]]''' for sending the LDAP Import Log.