Layton Support - User contributions [en]

Layton ServiceDesk - Installation - Special Notes

2010-10-21T22:50:04Z

Laytonadmin: /* Installer Instantly Stops on Windows Server 2008 */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
== Server Authentication ==
Layton ServiceDesk does not use Windows authentication to the SQL Server, only SQL authentication through the ''LaytonUser1'' SQL account, created during installation. This account has sufficient permissions to do every operation required by the various Layton ServiceDesk features. SQL Server and Windows Authentication mode must be enabled on the SQL Server. [[Layton_ServiceDesk™_-_Pre-Installation_-_SQL_&_Windows_Authentication|See here for steps]].

==Registering .NET with IIS==
Generally, IIS is not installed on laptops and workstations by default so IIS will need to be installed. If IIS is installed after .NET framework 3.5 has been installed, you will need to register IIS with .NET Framework for the IIS settings to take effect and installation of Layton ServiceDesk to be successful.

To register .NET with IIS, please run the following command using Windows Command Prompt:

'''aspnet.regiis.exe –i'''

The executable can be found here:

C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe

==ASP.NET Configuration==
Layton ServiceDesk must run as ASP.NET v2.0.50727. We have found that on occasion, this will be incorrectly set for the LaytonServiceDesk virtual directory. [[Layton ServiceDesk-Pre-Installation-ASP.NET Configuration|See here to fix]].

==IIS Integrated Windows Authentication Disabled==
On launch, if you get an error page with the message ''Access is denied'', ''Error message 401.2'', follow these steps:

<ol>
<li>Open Internet Information Services (IIS) Manager.</li>
<li>Check that ''Integrated Windows authentication'' is checked: 
[[File:Lsd_install_specnotes_01.png|link=]]</li> 
<li>If you had to change it, restart IIS.</li>
</ol>

==Older OSes, .NET 3.5 SP1==
In some older versions of Windows Server 2003 and XP (earlier than Service Pack 3), .NET Framework 3.5 SP1 should be installed.

This can manifest in errors mentioning ''System.Data.Entry''.

For more information, please refer to [http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7&displaylang=en this article].

==Limitations of Using Layton ServiceDesk with MSDE==
MSDE does not support Stored Procedures, which are necessary in order to use the calendar and AuditWizard connection features. Users of MSDE most likely installed it as part of HelpBox Standard.

We recommend that MSDE users upgrade to SQL Server 2005 or 2008. There are free ''Express'' versions of both.

==Installer Instantly Stops on Windows Server 2008==
In rare circumstances when installing on Windows Server 2008, the installer might launch and immediately stop with the message: 

''The installer was interrupted before Layton ServiceDesk could be installed. You need to restart the installer to try again.'' 

Follow [[Layton ServiceDesk™ - Installation - Special Notes - IIS 6 Management Compatibility|these instructions]] for the fix. 

[[File:Lsd install error svr 2008.png]]

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

Layton ServiceDesk - Installation - Special Notes

2010-10-21T22:49:35Z

Laytonadmin: /* Installer Instantly Stops on Windows Server 2008 */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
== Server Authentication ==
Layton ServiceDesk does not use Windows authentication to the SQL Server, only SQL authentication through the ''LaytonUser1'' SQL account, created during installation. This account has sufficient permissions to do every operation required by the various Layton ServiceDesk features. SQL Server and Windows Authentication mode must be enabled on the SQL Server. [[Layton_ServiceDesk™_-_Pre-Installation_-_SQL_&_Windows_Authentication|See here for steps]].

==Registering .NET with IIS==
Generally, IIS is not installed on laptops and workstations by default so IIS will need to be installed. If IIS is installed after .NET framework 3.5 has been installed, you will need to register IIS with .NET Framework for the IIS settings to take effect and installation of Layton ServiceDesk to be successful.

To register .NET with IIS, please run the following command using Windows Command Prompt:

'''aspnet.regiis.exe –i'''

The executable can be found here:

C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe

==ASP.NET Configuration==
Layton ServiceDesk must run as ASP.NET v2.0.50727. We have found that on occasion, this will be incorrectly set for the LaytonServiceDesk virtual directory. [[Layton ServiceDesk-Pre-Installation-ASP.NET Configuration|See here to fix]].

==IIS Integrated Windows Authentication Disabled==
On launch, if you get an error page with the message ''Access is denied'', ''Error message 401.2'', follow these steps:

<ol>
<li>Open Internet Information Services (IIS) Manager.</li>
<li>Check that ''Integrated Windows authentication'' is checked: 
[[File:Lsd_install_specnotes_01.png|link=]]</li> 
<li>If you had to change it, restart IIS.</li>
</ol>

==Older OSes, .NET 3.5 SP1==
In some older versions of Windows Server 2003 and XP (earlier than Service Pack 3), .NET Framework 3.5 SP1 should be installed.

This can manifest in errors mentioning ''System.Data.Entry''.

For more information, please refer to [http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7&displaylang=en this article].

==Limitations of Using Layton ServiceDesk with MSDE==
MSDE does not support Stored Procedures, which are necessary in order to use the calendar and AuditWizard connection features. Users of MSDE most likely installed it as part of HelpBox Standard.

We recommend that MSDE users upgrade to SQL Server 2005 or 2008. There are free ''Express'' versions of both.

==Installer Instantly Stops on Windows Server 2008==
In rare circumstances when installing on Windows Server 2008, the installer might launch and immediately stop with the message: 

''The installer was interrupted before Layton ServiceDesk could be installed. You need to restart the installer to try again.'' 

Follow [[Layton ServiceDesk™ - Installation - Special Notes - IIS 6 Management Compatibility|these instructions]] for the fix. 

[[File:Lsd install error svr 2008.png]]

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

Layton ServiceDesk - Installation - Special Notes

2010-10-21T22:49:21Z

Laytonadmin: /* Installer Instantly Stops on Windows Server 2008 */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
== Server Authentication ==
Layton ServiceDesk does not use Windows authentication to the SQL Server, only SQL authentication through the ''LaytonUser1'' SQL account, created during installation. This account has sufficient permissions to do every operation required by the various Layton ServiceDesk features. SQL Server and Windows Authentication mode must be enabled on the SQL Server. [[Layton_ServiceDesk™_-_Pre-Installation_-_SQL_&_Windows_Authentication|See here for steps]].

==Registering .NET with IIS==
Generally, IIS is not installed on laptops and workstations by default so IIS will need to be installed. If IIS is installed after .NET framework 3.5 has been installed, you will need to register IIS with .NET Framework for the IIS settings to take effect and installation of Layton ServiceDesk to be successful.

To register .NET with IIS, please run the following command using Windows Command Prompt:

'''aspnet.regiis.exe –i'''

The executable can be found here:

C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe

==ASP.NET Configuration==
Layton ServiceDesk must run as ASP.NET v2.0.50727. We have found that on occasion, this will be incorrectly set for the LaytonServiceDesk virtual directory. [[Layton ServiceDesk-Pre-Installation-ASP.NET Configuration|See here to fix]].

==IIS Integrated Windows Authentication Disabled==
On launch, if you get an error page with the message ''Access is denied'', ''Error message 401.2'', follow these steps:

<ol>
<li>Open Internet Information Services (IIS) Manager.</li>
<li>Check that ''Integrated Windows authentication'' is checked: 
[[File:Lsd_install_specnotes_01.png|link=]]</li> 
<li>If you had to change it, restart IIS.</li>
</ol>

==Older OSes, .NET 3.5 SP1==
In some older versions of Windows Server 2003 and XP (earlier than Service Pack 3), .NET Framework 3.5 SP1 should be installed.

This can manifest in errors mentioning ''System.Data.Entry''.

For more information, please refer to [http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7&displaylang=en this article].

==Limitations of Using Layton ServiceDesk with MSDE==
MSDE does not support Stored Procedures, which are necessary in order to use the calendar and AuditWizard connection features. Users of MSDE most likely installed it as part of HelpBox Standard.

We recommend that MSDE users upgrade to SQL Server 2005 or 2008. There are free ''Express'' versions of both.

==Installer Instantly Stops on Windows Server 2008==
In rare circumstances when installing on Windows Server 2008, the installer might launch and immediately stop with the message: 

''The installer was interrupted before Layton ServiceDesk could be installed. You need to restart the installer to try again.'' 

Follow [[Layton ServiceDesk™ - Installation - Special Notes - IIS 6 Management Compatibility|these instructions]] for the fix.

[[File:Lsd install error svr 2008.png]]

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

Layton ServiceDesk - Installation - Special Notes

2010-10-21T22:48:35Z

Laytonadmin: /* Installer Instantly Stops on Windows Server 2008 */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
== Server Authentication ==
Layton ServiceDesk does not use Windows authentication to the SQL Server, only SQL authentication through the ''LaytonUser1'' SQL account, created during installation. This account has sufficient permissions to do every operation required by the various Layton ServiceDesk features. SQL Server and Windows Authentication mode must be enabled on the SQL Server. [[Layton_ServiceDesk™_-_Pre-Installation_-_SQL_&_Windows_Authentication|See here for steps]].

==Registering .NET with IIS==
Generally, IIS is not installed on laptops and workstations by default so IIS will need to be installed. If IIS is installed after .NET framework 3.5 has been installed, you will need to register IIS with .NET Framework for the IIS settings to take effect and installation of Layton ServiceDesk to be successful.

To register .NET with IIS, please run the following command using Windows Command Prompt:

'''aspnet.regiis.exe –i'''

The executable can be found here:

C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe

==ASP.NET Configuration==
Layton ServiceDesk must run as ASP.NET v2.0.50727. We have found that on occasion, this will be incorrectly set for the LaytonServiceDesk virtual directory. [[Layton ServiceDesk-Pre-Installation-ASP.NET Configuration|See here to fix]].

==IIS Integrated Windows Authentication Disabled==
On launch, if you get an error page with the message ''Access is denied'', ''Error message 401.2'', follow these steps:

<ol>
<li>Open Internet Information Services (IIS) Manager.</li>
<li>Check that ''Integrated Windows authentication'' is checked: 
[[File:Lsd_install_specnotes_01.png|link=]]</li> 
<li>If you had to change it, restart IIS.</li>
</ol>

==Older OSes, .NET 3.5 SP1==
In some older versions of Windows Server 2003 and XP (earlier than Service Pack 3), .NET Framework 3.5 SP1 should be installed.

This can manifest in errors mentioning ''System.Data.Entry''.

For more information, please refer to [http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7&displaylang=en this article].

==Limitations of Using Layton ServiceDesk with MSDE==
MSDE does not support Stored Procedures, which are necessary in order to use the calendar and AuditWizard connection features. Users of MSDE most likely installed it as part of HelpBox Standard.

We recommend that MSDE users upgrade to SQL Server 2005 or 2008. There are free ''Express'' versions of both.

==Installer Instantly Stops on Windows Server 2008==
In rare circumstances when installing on Windows Server 2008, the installer might launch and immediately stop with the message: 

''The installer was interrupted before Layton ServiceDesk could be installed. You need to restart the installer to try again.'' 

Follow [[Layton ServiceDesk™ - Installation - Special Notes - IIS 6 Management Compatibility|these instructions]] for the fix.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

[[File:Lsd install error svr 2008.png]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-10T23:07:00Z

Laytonadmin:

The whole process to move to Layton ServiceDesk software from HelpBox is very simple. You will not lose any data in HelpBox and you can be up and running with Layton ServiceDesk with the absolute minimal downtime. Switching over systems from HelpBox to Layton ServiceDesk software can be done in a matter of minutes with minimal disruption to your live Help desk.

This flowchart gives a simple overview of the various potential processes to get you started moving to Layton ServiceDesk from HelpBox.

[[File:Lsd_flowchart.png]]

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the following actions.

#Install New Database
#Upgrade Database
#Copy Form Design
#Connect to Existing Database 

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.
 
 
'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you migrating your data from an existing HelpBox installation? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-10T23:05:22Z

Laytonadmin:

The whole process to move to Layton ServiceDesk software from HelpBox is very simple. You will not lose any data in HelpBox and you can be up and running with Layton ServiceDesk with the absolute minimal downtime between switching over systems of a matter of minutes.

This flowchart gives a simple overview of the various potential processes to get you started moving to Layton ServiceDesk from HelpBox.

[[File:Lsd_flowchart.png]]

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the following actions.

#Install New Database
#Upgrade Database
#Copy Form Design
#Connect to Existing Database 

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.
 
 
'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you migrating your data from an existing HelpBox installation? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-10T23:03:32Z

Laytonadmin:

This flowchart gives a simple overview of the various potential processes to get you started moving to Layton ServiceDesk from HelpBox.

The whole process is very simple. You will not lose any data from HelpBox and you can be up and running with Layton ServiceDesk with the absolute minimal downtime of a matter of minutes.

[[File:Lsd_flowchart.png]]

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the following actions.

#Install New Database
#Upgrade Database
#Copy Form Design
#Connect to Existing Database 

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.
 
 
'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you migrating your data from an existing HelpBox installation? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Main Page

2010-10-07T05:38:17Z

Laytonadmin:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
Doug Ellis, 
Layton Technology, Inc.
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">6.1</td>
<td width="200">1 October 2010</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">8.2</td>
<td width="200">1 October 2010</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://www.laytontechnology.com/download-layton-technology-software.html |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard-Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

Layton ServiceDesk - Release Notes - Version 6.1.0

2010-10-07T04:52:36Z

Laytonadmin: /* Upgrading */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
This is a full install only. An update patch will be made available around the 22nd of October

It is possible to upgrade to this version without the update patch simply by uninstalling, reinstalling with the new version and connecting to your existing database. A new database tool in 6.1 guides you through the whole process.

=New & Enhanced Features=

===New Features===
*'''Change Request Types:''' Change Requests Types have been added to the Libraries section and can now be added to the Change Request form. Change Request Types are similar to Requests Types and are displayed in a tree structure. Change Request Types are used to help categorize the different types of Change Requests.

*'''Change Request Type Approval Templates:''' This new feature allows you to create a Change Approval Template which is linked to a Change Request Type. This feature works in the same manner as the Request Type Task Templates. The Change Approval Template can contain a predefined list of approvers and can also include an approval workflow process. When a Change Request is logged that has a Change Request Type which contains a Change Approval Template, when you save the Change Request it will prompt you that there is an approval template and ask if you would like to apply it.

=Bug Fixes=
*Bug 615: When attempting to rename an analyst group, a new group is created instead of renaming the existing group.
*Bug 616: When an End User selects an asset and saves the request, the asset appears in the Asset ID field on the Analyst Request form, not the Asset Name field.
*Bug 617: Asset ID persists in Asset ID field when cancelled.
*Bug 618: Manually entered value in the Asset ID field not saved to database.
*Bug 619: Asset Location pop up displaying a duplicated tree structure.
*Bug 620: Escalation reassignments to analyst groups not clearing the assigned-to analyst.
*Bug 621: Call-back reminder pop-ups not displaying the Request/Problem/Change ID.
*Bug 624: Incorrect icon in Import End User interface.
*Bug 628: Company ID blank after specifying a default value in End User LDAP Import.
*Bug 634: When closing a problem that has linked requests, dialog window is too small.
*Bug 637: Creating a drop-down list without first creating an associated user-defined field breaks the saving of a request.
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]

Layton ServiceDesk - Release Notes - Version 6.1.0

2010-10-07T04:47:44Z

Laytonadmin:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
This is a full install only. An update patch will be made available around the 22nd of October

It is possible to upgrade to this version by uninstalling, reinstalling with the new version and connect to your existing database.

=New & Enhanced Features=

===New Features===
*'''Change Request Types:''' Change Requests Types have been added to the Libraries section and can now be added to the Change Request form. Change Request Types are similar to Requests Types and are displayed in a tree structure. Change Request Types are used to help categorize the different types of Change Requests.

*'''Change Request Type Approval Templates:''' This new feature allows you to create a Change Approval Template which is linked to a Change Request Type. This feature works in the same manner as the Request Type Task Templates. The Change Approval Template can contain a predefined list of approvers and can also include an approval workflow process. When a Change Request is logged that has a Change Request Type which contains a Change Approval Template, when you save the Change Request it will prompt you that there is an approval template and ask if you would like to apply it.

=Bug Fixes=
*Bug 615: When attempting to rename an analyst group, a new group is created instead of renaming the existing group.
*Bug 616: When an End User selects an asset and saves the request, the asset appears in the Asset ID field on the Analyst Request form, not the Asset Name field.
*Bug 617: Asset ID persists in Asset ID field when cancelled.
*Bug 618: Manually entered value in the Asset ID field not saved to database.
*Bug 619: Asset Location pop up displaying a duplicated tree structure.
*Bug 620: Escalation reassignments to analyst groups not clearing the assigned-to analyst.
*Bug 621: Call-back reminder pop-ups not displaying the Request/Problem/Change ID.
*Bug 624: Incorrect icon in Import End User interface.
*Bug 628: Company ID blank after specifying a default value in End User LDAP Import.
*Bug 634: When closing a problem that has linked requests, dialog window is too small.
*Bug 637: Creating a drop-down list without first creating an associated user-defined field breaks the saving of a request.
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]

Layton ServiceDesk - Installation - Upgrade Database

2010-10-01T08:03:37Z

Laytonadmin: /* Tips on Upgrading */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
__FORCETOC__
==Introduction==
The Upgrade database option is used to upgrade existing HelpBox v5.05 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if you required in the future. If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from your current HelpBox installation you can skips the following steps and start using Layton ServiceDesk right away, once you have it installed.

Note: You must be running HelpBox v5.05 or later to be able to upgrade to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding. Please contact your local Layton Technology office if you have any questions.

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

===Data===

All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

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

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

===ActiveDirectory, Email and AuditWizard Databridge Settings===
Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

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

'''Important:''' Always make a backup of your existing HelpBox database before you upgrade.

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

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

1. First install a clean installation of Layton ServiceDesk on your network. 
2. Once installed, configure / customize your new installation of Layton ServiceDesk to match your exist forms, login screens like in your current live HelpBox installation. Once you are happy with how your new installation of Layton ServiceDesk looks, you are now ready to upgrade your existing HelpBox database. 
4. Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first). 
5. Use the Copy Form Design option in the Database Tool to copy your newly created design layouts from the first installation of Layton ServiceDesk you installed (where you customized the forms etc) to your newly upgraded HelpBox installation. 

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

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Upgrade Database

2010-10-01T08:02:09Z

Laytonadmin: /* Tips on Upgrading */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
__FORCETOC__
==Introduction==
The Upgrade database option is used to upgrade existing HelpBox v5.05 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if you required in the future. If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from your current HelpBox installation you can skips the following steps and start using Layton ServiceDesk right away, once you have it installed.

Note: You must be running HelpBox v5.05 or later to be able to upgrade to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding. Please contact your local Layton Technology office if you have any questions.

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

===Data===

All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

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

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

===ActiveDirectory, Email and AuditWizard Databridge Settings===
Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

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

'''Important:''' Always make a backup of your existing HelpBox database before you upgrade.

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

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

1. First install a clean installation of Layton ServiceDesk on your network. 
2. Once installed, configure / customize your new installation of Layton ServiceDesk to match your exist forms, login screens like in your current live HelpBox installation. Once you are happy with how your new installation of Layton ServiceDesk looks, you are now ready to upgrade your existing HelpBox database. 
4. Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first). 
5. Use the Copy Form Design option in the Database Tool to copy your newly created design layouts from the first installation of Layton ServiceDesk you installed (where you customized the forms etc) to your newly upgraded HelpBox installation. 

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

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Upgrade Database

2010-10-01T08:01:48Z

Laytonadmin: /* Tips on Upgrading */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
__FORCETOC__
==Introduction==
The Upgrade database option is used to upgrade existing HelpBox v5.05 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if you required in the future. If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from your current HelpBox installation you can skips the following steps and start using Layton ServiceDesk right away, once you have it installed.

Note: You must be running HelpBox v5.05 or later to be able to upgrade to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding. Please contact your local Layton Technology office if you have any questions.

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

===Data===

All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

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

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

===ActiveDirectory, Email and AuditWizard Databridge Settings===
Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

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

'''Important:''' Always make a backup of your existing HelpBox database before you upgrade.

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

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

1. First install a clean installation of Layton ServiceDesk on your network.
2. Once installed, configure / customize your new installation of Layton ServiceDesk to match your exist forms, login screens like in your current live HelpBox installation. Once you are happy with how your new installation of Layton ServiceDesk looks, you are now ready to upgrade your existing HelpBox database.
4. Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first).
5. Use the Copy Form Design option in the Database Tool to copy your newly created design layouts from the first installation of Layton ServiceDesk you installed (where you customized the forms etc) to your newly upgraded HelpBox installation.

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

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Upgrade Database

2010-10-01T07:52:05Z

Laytonadmin: /* Introduction */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
__FORCETOC__
==Introduction==
The Upgrade database option is used to upgrade existing HelpBox v5.05 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if you required in the future. If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from your current HelpBox installation you can skips the following steps and start using Layton ServiceDesk right away, once you have it installed.

Note: You must be running HelpBox v5.05 or later to be able to upgrade to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding. Please contact your local Layton Technology office if you have any questions.

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

===Data===

All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

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

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

===ActiveDirectory, Email and AuditWizard Databridge Settings===
Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

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

'''Important:''' Always make a backup of your existing HelpBox database before you upgrade.

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

If you have customized your HelpBox forms, login screens etc. and would like to keep the same look and feel in HelpBox as in Layton ServiceDesk, we recommend you first install a clean installation of Layton ServiceDesk. Once installed, you can re-configure your new installation of Layton ServiceDesk to match your forms, login screens in your live HelpBox, before you upgrade.

Once you are happy with how your new installation of Layton ServiceDesk looks, you can now upgrade your existing HelpBox database. You will use the Copy Form Design option in the Database Tool to copy your newly created design layouts to your upgraded HelpBox installation. The procedure is as follows:

#Install a fresh installation of Layton ServiceDesk on your network
#Configure the Form Design, Login Screens how you would like them to look when Layton ServiceDesk goes live
#Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first)
#Copy Form Designs from the fresh installation of Layton ServiceDesk you first installed to your newly upgraded HelpBox.
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Upgrade Database

2010-10-01T07:48:31Z

Laytonadmin: /* Introduction */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
__FORCETOC__
==Introduction==
The Upgrade database option is used to upgrade existing HelpBox v5.05 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if you required in the future. If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from your current HelpBox installation you can skips the following steps and start using Layton ServiceDesk right away, once you have it installed.

Note: You must be running HelpBox v5.05 or later to be able to upgrade to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding.

Please contact your local Layton Technology office if you have any questions.

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

===Data===

All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

===Form Designs===
When upgrading from HelpBox to Layton ServiceDesk, all your current form designs such as Analyst and End User Request forms, Login Screen design layouts and the all the List Views, will be lost. These will be replaced by our default Layton ServiceDesk forms.

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

===ActiveDirectory, Email and AuditWizard Databridge Settings===
Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

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

'''Important:''' Always make a backup of your existing HelpBox database before you upgrade.

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

If you have customized your HelpBox forms, login screens etc. and would like to keep the same look and feel in HelpBox as in Layton ServiceDesk, we recommend you first install a clean installation of Layton ServiceDesk. Once installed, you can re-configure your new installation of Layton ServiceDesk to match your forms, login screens in your live HelpBox, before you upgrade.

Once you are happy with how your new installation of Layton ServiceDesk looks, you can now upgrade your existing HelpBox database. You will use the Copy Form Design option in the Database Tool to copy your newly created design layouts to your upgraded HelpBox installation. The procedure is as follows:

#Install a fresh installation of Layton ServiceDesk on your network
#Configure the Form Design, Login Screens how you would like them to look when Layton ServiceDesk goes live
#Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first)
#Copy Form Designs from the fresh installation of Layton ServiceDesk you first installed to your newly upgraded HelpBox.
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Upgrade Database

2010-10-01T07:46:06Z

Laytonadmin: /* Introduction */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
__FORCETOC__
==Introduction==
The Upgrade database option is used to upgrade existing HelpBox v5.05 databases to Layton ServiceDesk. It may also be used to upgrade Layton ServiceDesk databases to newer versions if you required in the future.

If you are starting a fresh installation of Layton ServiceDesk and do not wish to keep any existing data from HelpBox you can skips the following steps and start using Layton ServiceDesk right away, once it is installed.

Note: You must be running HelpBox v5.05 or later to be able to upgrade to Layton ServiceDesk. If you are running an earlier version, please upgrade before proceeding.

Please contact your local Layton Technology office if you have any questions.

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

===Data===
All your existing HelpBox data will be retained when you upgrade to Layton ServiceDesk, including all request classes.

===Form Designs===
When upgrading from HelpBox to Layton ServiceDesk, all your current form designs such as Analyst and End User Request forms, Login Screen design layouts and the all the List Views, will be lost. These will be replaced by our default Layton ServiceDesk forms.

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

===ActiveDirectory, Email and AuditWizard Databridge Settings===
Layton ServiceDesk uses a different method of connecting to ActiveDirectory, Exchange and AuditWizard (if applicable). Once you have upgraded to Layton ServiceDesk you will need to enter your ActiveDirectory, Exchange and AuditWizard database details.

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

'''Important:''' Always make a backup of your existing HelpBox database before you upgrade.

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

If you have customized your HelpBox forms, login screens etc. and would like to keep the same look and feel in HelpBox as in Layton ServiceDesk, we recommend you first install a clean installation of Layton ServiceDesk. Once installed, you can re-configure your new installation of Layton ServiceDesk to match your forms, login screens in your live HelpBox, before you upgrade.

Once you are happy with how your new installation of Layton ServiceDesk looks, you can now upgrade your existing HelpBox database. You will use the Copy Form Design option in the Database Tool to copy your newly created design layouts to your upgraded HelpBox installation. The procedure is as follows:

#Install a fresh installation of Layton ServiceDesk on your network
#Configure the Form Design, Login Screens how you would like them to look when Layton ServiceDesk goes live
#Upgrade your Existing HelpBox v5.05 Installation (remembering to make a backup first)
#Copy Form Designs from the fresh installation of Layton ServiceDesk you first installed to your newly upgraded HelpBox.
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - New Installation

2010-10-01T07:41:55Z

Laytonadmin: /* Installation */

__FORCETOC__
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
==Installation==
'''Install New Database'''

Install New Database will install a new (blank) Layton ServiceDesk database. This option is generally used when you first install Layton ServiceDesk.
It can also be used to create a second installation of Layton ServiceDesk; however, you cannot install two instances of Layton ServiceDesk on the same computer.
 
 
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

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

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

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

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

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

Click ''Next'': 

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

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

[[File:Lsd_install_05.png|link=]] 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

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

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

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

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

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

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

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

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

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

Click ''Test'' again: 

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

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

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

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

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

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

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

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

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

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

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

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

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

Layton ServiceDesk - Installation - New Installation

2010-10-01T07:41:32Z

Laytonadmin:

__FORCETOC__
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
==Installation==
'''Install New Database'''

Install New Database will install a new (blank) Layton ServiceDesk database. This option is generally used when you first install Layton ServiceDesk.
It can also be used to create a second installation of Layton ServiceDesk; however, you cannot install two instances of Layton ServiceDesk on the same computer.
 
 
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

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

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

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

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

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

Click ''Next'': 

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

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

[[File:Lsd_install_05.png|link=]] 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

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

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

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

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

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

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

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

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

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

Click ''Test'' again: 

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

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

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

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

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

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

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

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

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

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

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

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

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

Layton ServiceDesk - Installation - New Installation

2010-10-01T07:40:39Z

Laytonadmin: /* Installation */

__FORCETOC__
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
==Installation==
'''Install New Database'''

Install New Database will install a new (blank) Layton ServiceDesk database. This option is generally used when you first install Layton ServiceDesk.
It can also be used to create a second installation of Layton ServiceDesk; however, you cannot install two instances of Layton ServiceDesk on the same computer.

Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

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

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

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

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

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

Click ''Next'': 

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

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

[[File:Lsd_install_05.png|link=]] 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

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

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

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

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

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

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

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

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

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

Click ''Test'' again: 

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

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

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

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

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

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

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

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

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

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

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

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

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

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T07:39:16Z

Laytonadmin:

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the followings actions.

1. Install New Database 
2. Upgrade Database 
3. Copy Form Design 
4. Connect to Existing Database 

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.
 
 
'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T07:32:32Z

Laytonadmin:

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the followings actions.

1. Install New Database 
2. Upgrade Database 
3. Copy Form Design 
4. Connect to Existing Database 

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.
 

'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T07:32:11Z

Laytonadmin:

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the followings actions.

1. Install New Database 
2. Upgrade Database 
3. Copy Form Design 
4. Connect to Existing Database 

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.

'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T07:31:39Z

Laytonadmin:

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the followings actions.

1.Install New Database 
2.Upgrade Database 
3.Copy Form Design 
4.Connect to Existing Database 

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.

'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T07:30:57Z

Laytonadmin:

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk.

Layton ServiceDesk Database tool can perform the followings actions.

1. Install New Database
2. Upgrade Database
3. Copy Form Design
4. Connect to Existing Database

Your can run Layton ServiceDesk Database utility at any time by going to the Start > Run > All Programs > Layton ServiceDesk.

'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

User Guide for Layton ServiceDesk

2010-10-01T07:25:25Z

Laytonadmin:

'''Introducing the all-new Layton ServiceDesk™'''

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

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

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

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

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

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

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

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

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk-System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation]]
{| class="collapsible expanded"
|-
!align="left"|Database Installation Tool
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - System Configuration|Introduction]]
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
*[[Layton ServiceDesk™ - Endusers|Endusers]]
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Form Design|Form Design]]
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk™ - Surveys|Surveys]]
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (Analyst)
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Purging|Purging]]
*[[Layton ServiceDesk™ - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T07:24:19Z

Laytonadmin:

The Layton ServiceDesk Database tool is a small utility that will run when you first install Layton ServiceDesk. It can be run again at any time by going to the Start > Run > All Programs > Layton ServiceDesk.
Layton ServiceDesk Database tool can perform the followings actions.

1. Install New Database
2. Upgrade Database
3. Copy Form Design
4. Connect to Existing Database

'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? If so, go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox? If so, go to [[Layton ServiceDesk™ - Installation - Upgrade Database|Upgrade Database]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? If so, go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? If so, go to [[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]].
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

User Guide for Layton ServiceDesk

2010-10-01T07:23:49Z

Laytonadmin: /* Table of Contents */

'''Introducing the all-new Layton ServiceDesk™'''

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

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

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

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

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

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

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

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

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk-System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation]]
{| class="collapsible expanded"
|-
!align="left"|Database Installation Tool
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Connect to Existing Database|Connect to Existing Database]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - System Configuration|Introduction]]
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
*[[Layton ServiceDesk™ - Endusers|Endusers]]
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Form Design|Form Design]]
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk™ - Surveys|Surveys]]
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (Analyst)
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Purging|Purging]]
*[[Layton ServiceDesk™ - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}

Layton ServiceDesk - Installation - Clean Reinstallation

2010-10-01T07:19:42Z

Laytonadmin: /* Cleaning the System */

User Guide for Layton ServiceDesk

2010-10-01T04:27:21Z

Laytonadmin: /* Table of Contents */

'''Introducing the all-new Layton ServiceDesk™'''

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

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

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

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

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

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

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

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

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk-System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation]]
{| class="collapsible expanded"
|-
!align="left"|Methods
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Connect To Existing Database]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - System Configuration|Introduction]]
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
*[[Layton ServiceDesk™ - Endusers|Endusers]]
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Form Design|Form Design]]
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk™ - Surveys|Surveys]]
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (Analyst)
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Purging|Purging]]
*[[Layton ServiceDesk™ - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}

Layton ServiceDesk - Pre-Installation Procedure

2010-10-01T04:22:28Z

Laytonadmin: /* Installation */

__FORCETOC__
==Internet Information Services (IIS)==
If not already installed, for example you will be installing Layton ServiceDesk on a workstation or a laptop, you can install IIS in the ''Add/Remove Windows Components'' interface in the ''Add or Remove Programs'' control panel.

==Allow ASP.NET Web Service Extension==
The ASP.NET extension will need to be allowed in IIS. [[Layton_ServiceDesk™_-_Pre-Installation_-_IIS_Web_Service_Extensions|See here for steps]].

==.NET Framework 3.5==
If this is not installed, download from [http://www.microsoft.com/downloads/en/details.aspx?FamilyID=333325FD-AE52-4E35-B531-508D977D32A6&displaylang=en here] and install.

== SQL Server ==
If you don't have any version of SQL Server installed, you can download the free SQL Server 2005 Express edition from [http://www.auditwizard.com.au/software/ms_sql_svr_2005_exp_32bit.zip here]. You will also need the Microsoft SQL Server Management Studio 2005, which you can download from [http://www.auditwizard.com.au/software/ms_sql_svr_2005_exp_ssmsee.zip here]. Note that Management Studio 2005 can also be used to manage MSDE, SQL 2000, SQL 2005 and SQL 2008 servers.

==Installation==
Proceed to [[Layton_ServiceDesk™_-_Installation_-_Which_Method_to_Use%3F|Installation]].

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T04:12:13Z

Laytonadmin:

'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database, if so go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox, if so go to [[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade from HelpBox]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another, if so go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one, if so go to [[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]].

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T04:11:11Z

Laytonadmin:

User Guide for Layton ServiceDesk

2010-10-01T04:06:25Z

Laytonadmin: /* Table of Contents */

'''Introducing the all-new Layton ServiceDesk™'''

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

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

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

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

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

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

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

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

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk-System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation]]
{| class="collapsible expanded"
|-
!align="left"|Methods
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Database]]
*[[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Connect To Database]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - System Configuration|Introduction]]
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
*[[Layton ServiceDesk™ - Endusers|Endusers]]
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Form Design|Form Design]]
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk™ - Surveys|Surveys]]
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (Analyst)
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Purging|Purging]]
*[[Layton ServiceDesk™ - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}

User Guide for Layton ServiceDesk

2010-10-01T04:05:51Z

Laytonadmin: /* Table of Contents */

'''Introducing the all-new Layton ServiceDesk™'''

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

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

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

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

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

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

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

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

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk-System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation]]
{| class="collapsible expanded"
|-
!align="left"|Methods
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|Install New Installation]]
*[[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Form Design]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Connect To Database]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - System Configuration|Introduction]]
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
*[[Layton ServiceDesk™ - Endusers|Endusers]]
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Form Design|Form Design]]
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk™ - Surveys|Surveys]]
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (Analyst)
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Purging|Purging]]
*[[Layton ServiceDesk™ - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}

User Guide for Layton ServiceDesk

2010-10-01T04:04:41Z

Laytonadmin: /* Table of Contents */

'''Introducing the all-new Layton ServiceDesk™'''

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

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

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

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

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

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

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

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

{| class="collapsible expanded"
|-
!align="left"|Installation
|-
|
*[[Layton ServiceDesk-System Requirements|System Requirements]]
*[[Layton ServiceDesk™ - Pre-Installation Procedure|Pre-Installation]]
{| class="collapsible expanded"
|-
!align="left"|Methods
|-
|
*[[Layton ServiceDesk™ - Installation - Which Method to Use?|Which Method to Use?]]
*[[Layton ServiceDesk™ - Installation - New Installation|New Installation]]
*[[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade Database]]
*[[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Layton ServiceDesk Form Design]]
*[[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]]
|}
*[[Layton ServiceDesk™ - Installation - Special Notes|Special Notes]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Concepts
|-
|
*[[Layton ServiceDesk™ - System Overview|System Overview]]
*[[Layton ServiceDesk™ - Flow Diagram|Flow Diagram]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Configuring the System
|-
|
*[[Layton ServiceDesk™ - System Configuration|Introduction]]
*[[Layton ServiceDesk™ - Analyst, Analyst Groups, & CAB Groups|Analyst, Analyst Groups, & CAB Groups]]
*[[Layton ServiceDesk™ - Endusers|Endusers]]
*[[Layton ServiceDesk™ - Create and Define Libraries|Create and Define Libraries]]
*[[Layton ServiceDesk™ - Data Design|Data Design]]
*[[Layton ServiceDesk™ - Form Design|Form Design]]
*[[Layton ServiceDesk™ - Quick Info Design|Quick Info Design]]
*[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List Views / Analyst List Views]]
*[[Layton ServiceDesk™ - Solution Base|Solution Base]]
*[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]
*[[Layton ServiceDesk™ - Surveys|Surveys]]
*[[Layton ServiceDesk™ - Task Scheduling|Task Scheduling]]
*[[Layton ServiceDesk™ - Searching|Searching]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (Analyst)
|-
|
*[[Layton ServiceDesk™ - System Access and Menu|System Access and Menu]]
*[[Layton ServiceDesk™ - Logging A New Request|Logging A New Request]]
*[[Layton ServiceDesk™ - Viewing and Editing Requests|Viewing and Editing Requests]]
*[[Layton ServiceDesk™ - Logging A New Problem|Logging A New Problem]]
*[[Layton ServiceDesk™ - Logging A New Change|Logging A New Change]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Using Layton ServiceDesk (End User)
|-
|
*[[Layton ServiceDesk™ - Using Layton ServiceDesk (End User)|Basics]]
*[[Layton ServiceDesk™ - Logging A New Request (End User)|Logging A New Request (End User)]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Utilities
|-
|
*[[Layton ServiceDesk™ - LDAP End User|LDAP (Active Directory) - Import End Users]]
*[[Layton ServiceDesk™ - Import Analyst (LDAP)|Import Analyst (LDAP)]]
*[[Layton ServiceDesk™ - Import End User (CSV & TXT)|Import End User (CSV & TXT)]]
*[[Layton ServiceDesk™ - Purging|Purging]]
*[[Layton ServiceDesk™ - Export Data|Export Data]]
*[[Layton ServiceDesk™ - Clear Down Database|Clear Down Database]]
|}
{| class="collapsible collapsed"
|-
!align="left"|Reporting
|-
|
*[[Layton ServiceDesk™ - Reporting|Overview]]
*[[Layton ServiceDesk™ - Creating New Reports|Creating New Reports]]
*[[Layton ServiceDesk™ - Creating Charts|Creating Charts]]
*[[Layton ServiceDesk™ - Report Design Layout|Report Design Layout & Extra Functions]]
|}
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - System Settings|System Settings]]
|-
|
{| class="collapsible collapsed"
|-
!align="left"|[[Layton ServiceDesk™ - General Settings|General Settings]]
|-
|
*[[Layton ServiceDesk™ - Security|Security]]
|}

Layton ServiceDesk - Installation - New Installation

2010-10-01T04:03:23Z

Laytonadmin:

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Installation==
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

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

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

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

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

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

Click ''Next'': 

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

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

[[File:Lsd_install_05.png|link=]] 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

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

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

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

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

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

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

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

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

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

Click ''Test'' again: 

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

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

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

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

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

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

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

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

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

Layton ServiceDesk - Installation - New Installation

2010-10-01T04:01:59Z

Laytonadmin:

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Installation==
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

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

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

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

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

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

Click ''Next'': 

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

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

[[File:Lsd_install_05.png|link=]] 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

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

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

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

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

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

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

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

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

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

Click ''Test'' again: 

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

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

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

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

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

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

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

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

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

Layton ServiceDesk - Installation - New Installation

2010-10-01T04:01:33Z

Laytonadmin:

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Installation==
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

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

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

<center>[[File:Lsd_install_02.png|link=]]</center> 

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

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

Click ''Next'': 

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

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

[[File:Lsd_install_05.png|link=]] 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

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

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

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

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

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

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

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

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

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

Click ''Test'' again: 

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

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

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

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

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

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

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

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

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

Layton ServiceDesk - Installation - New Installation

2010-10-01T04:00:05Z

Laytonadmin:

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Installation==
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

[[File:Lsd_install_01.png|link=]]</center> 

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

<center>[[File:Lsd_install_02.png|link=]]</center> 

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

[[File:Lsd_install_03.png|link=]]</center> 

Click ''Next'': 

[[File:Lsd_install_04.png|link=]]</center> 

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

[[File:Lsd_install_05.png|link=]]</center> 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

[[File:Lsd_install_06.png|link=]]</center> 

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

[[File:Lsd_install_07.png|link=]]</center> 

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

[[File:Lsd_install_08a.png|link=]]</center> 

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

[[File:Lsd_install_09a.png|link=]]</center> 

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

[[File:Lsd_install_08b.png|link=]]</center> 

Click ''Test'' again: 

[[File:Lsd_install_09b.png|link=]]</center> 

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

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

[[File:Lsd_install_10.png|link=]]</center> 

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

[[File:Lsd_install_11.png|link=]]</center> 

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

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

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

Layton ServiceDesk - Installation - New Installation

2010-10-01T03:58:06Z

Laytonadmin: /* On First Launch */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Installation==
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

<center>[[File:Lsd_install_01.png|link=]]</center> 

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

<center>[[File:Lsd_install_02.png|link=]]</center> 

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

<center>[[File:Lsd_install_03.png|link=]]</center> 

Click ''Next'': 

<center>[[File:Lsd_install_04.png|link=]]</center> 

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

<center>[[File:Lsd_install_05.png|link=]]</center> 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

<center>[[File:Lsd_install_06.png|link=]]</center> 

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

<center>[[File:Lsd_install_07.png|link=]]</center> 

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

<center>[[File:Lsd_install_08a.png|link=]]</center> 

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

<center>[[File:Lsd_install_09a.png|link=]]</center> 

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

<center>[[File:Lsd_install_08b.png|link=]]</center> 

Click ''Test'' again: 

<center>[[File:Lsd_install_09b.png|link=]]</center> 

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

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

<center>[[File:Lsd_install_10.png|link=]]</center> 

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

<center>[[File:Lsd_install_11.png|link=]]</center> 

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

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

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

Layton ServiceDesk - Installation - New Installation

2010-10-01T03:57:45Z

Laytonadmin: /* On First Launch */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Installation==
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

<center>[[File:Lsd_install_01.png|link=]]</center> 

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

<center>[[File:Lsd_install_02.png|link=]]</center> 

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

<center>[[File:Lsd_install_03.png|link=]]</center> 

Click ''Next'': 

<center>[[File:Lsd_install_04.png|link=]]</center> 

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

<center>[[File:Lsd_install_05.png|link=]]</center> 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

<center>[[File:Lsd_install_06.png|link=]]</center> 

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

<center>[[File:Lsd_install_07.png|link=]]</center> 

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

<center>[[File:Lsd_install_08a.png|link=]]</center> 

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

<center>[[File:Lsd_install_09a.png|link=]]</center> 

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

<center>[[File:Lsd_install_08b.png|link=]]</center> 

Click ''Test'' again: 

<center>[[File:Lsd_install_09b.png|link=]]</center> 

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

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

<center>[[File:Lsd_install_10.png|link=]]</center> 

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

<center>[[File:Lsd_install_11.png|link=]]</center> 

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

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

In the unlikely event you run into any problems starting Layton ServiceDesk, you can visit the [[Layton_ServiceDesk-Installation-Special_Notes | Special Notes]] Section for useful troubleshooting tips.
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - New Installation

2010-10-01T03:55:55Z

Laytonadmin: /* On First Launch */

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Installation==
Run the MSI installation file. This will take you through the setup procedure for Layton ServiceDesk.

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

Click ''Next'': 

<center>[[File:Lsd_install_01.png|link=]]</center> 

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

<center>[[File:Lsd_install_02.png|link=]]</center> 

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

<center>[[File:Lsd_install_03.png|link=]]</center> 

Click ''Next'': 

<center>[[File:Lsd_install_04.png|link=]]</center> 

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

<center>[[File:Lsd_install_05.png|link=]]</center> 
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Database Creation==

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

<center>[[File:Lsd_install_06.png|link=]]</center> 

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

<center>[[File:Lsd_install_07.png|link=]]</center> 

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

<center>[[File:Lsd_install_08a.png|link=]]</center> 

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

<center>[[File:Lsd_install_09a.png|link=]]</center> 

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

<center>[[File:Lsd_install_08b.png|link=]]</center> 

Click ''Test'' again: 

<center>[[File:Lsd_install_09b.png|link=]]</center> 

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

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

<center>[[File:Lsd_install_10.png|link=]]</center> 

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

<center>[[File:Lsd_install_11.png|link=]]</center> 

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

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

In the unlikely event you run into any problems starting Layton ServiceDesk, you can visit the
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

Layton ServiceDesk - Installation - Special Notes

2010-10-01T03:18:45Z

Laytonadmin:

[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]
__FORCETOC__
== Server Authentication ==
Layton ServiceDesk does not use Windows authentication to the SQL Server, only SQL authentication through the ''LaytonUser1'' SQL account, created during installation. This account has sufficient permissions to do every operation required by the various Layton ServiceDesk features. SQL Server and Windows Authentication mode must be enabled on the SQL Server. [[Layton_ServiceDesk™_-_Pre-Installation_-_SQL_&_Windows_Authentication|See here for steps]].

==Registering .NET with IIS==
Generally, IIS is not installed on laptops and workstations by default so IIS will need to be installed. If IIS is installed after .NET framework 3.5 has been installed, you will need to register IIS with .NET Framework for the IIS settings to take effect and installation of Layton ServiceDesk to be successful.

To register .NET with IIS, please run the following command using Windows Command Prompt:

'''aspnet.regiis.exe –i'''

The executable can be found here:

C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727\aspnet_regiis.exe

==ASP.NET Configuration==
Layton ServiceDesk must run as ASP.NET v2.0.50727. We have found that on occasion, this will be incorrectly set for the LaytonServiceDesk virtual directory. [[Layton ServiceDesk-Pre-Installation-ASP.NET Configuration|See here to fix]].

==IIS Integrated Windows Authentication Disabled==
On launch, if you get an error page with the message ''Access is denied'', ''Error message 401.2'', follow these steps:

<ol>
<li>Open Internet Information Services (IIS) Manager.</li>
<li>Check that ''Integrated Windows authentication'' is checked: 
[[File:Lsd_install_specnotes_01.png|link=]]</li> 
<li>If you had to change it, restart IIS.</li>
<ol>
[[File:btn_back_up.png|link=User_Guide_for_Layton_ServiceDesk]] [[User_Guide_for_Layton_ServiceDesk|Back to Contents]]

==Older Versions of XP==

In “older” version of XPs, .net framework 3.5 SP1 should be installed on the OS.

To install .net 3.5 SP1, please check the following link: [http://www.microsoft.com/downloads/en/details.aspx?FamilyID=ab99342f-5d1a-413d-8319-81da479ab0d7&displaylang=en Download .net 3.5 SP1]

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T03:14:01Z

Laytonadmin:

'''Answer one of the below questions to determine which set of instructions you will need to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database, if so go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox, if so go to [[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade from HelpBox]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another, if so go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Layton ServiceDesk Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one, if so go to [[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]].

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T03:11:22Z

Laytonadmin:

'''Answer one of the below questions to determine the set of instructions to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database, if so go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox, if so go to [[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade from HelpBox]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another, if so go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Layton ServiceDesk Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one, if so go to [[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]].

Layton ServiceDesk - Installation - Which Method to Use?

2010-10-01T03:06:08Z

Laytonadmin:

'''Answer one of the below questions to determine the set of instructions to follow.'''

* Are you a new user to Layton ServiceDesk or do you wish to start again with a blank database? Go to [[Layton ServiceDesk™ - Installation - New Installation|New Installation]].

* Are you upgrading from HelpBox? Go to [[Layton ServiceDesk™ - Installation - Upgrade from HelpBox|Upgrade from HelpBox]].

* Do you wish to transfer forms from one Layton ServiceDesk database to another? Go to [[Layton ServiceDesk™ - Installation - Copy Form Design|Copy Layton ServiceDesk Form Design]].

* Do you need to reinstall Layton ServiceDesk and need to connect to an existing database instead of creating a new one? Go to [[Layton ServiceDesk™ - Installation - Clean Reinstallation|Clean Reinstallation]].

Main Page

2010-09-30T21:20:19Z

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

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" height="2000" align="left"
|
==== Welcome to the Layton Technology Wiki Support Portal ====
 
You will find everything you need in our new Wiki Support Portal, be it user guides, release notes, access to the user forums or the secure customer area to download the latest product updates, it's all here in one convenient place.
 
We welcome all our registered users to take advantage of our community portal and to use the features of Wiki to make any changes you feel will help contribute to making our documentation better.
 
Over the coming months we will be adding more and more information and support documentation to this site. Please remember to bookmark this page.
 
Doug Ellis, 
Layton Technology, Inc.
 
[[File:black_line.png]]
 
<table width="600" border="1" cellspacing="0" cellpadding="2">
<tr bgcolor="#E2E2E2">
<th width="200" scope="col">Product</th>
<th width="200" scope="col">Current Version</th>
<th width="200" scope="col">Release Date</th>
</tr>
<tr>
<td width="200">Layton ServiceDesk</td>
<td width="200">6.0</td>
<td width="200">10 September 2010</td>
</tr>
<tr>
<td width="200">AuditWizard</td>
<td width="200">8.2</td>
<td width="200">1 November 2010</td>
</tr>
<tr>
<td width="200">DeviceShield</td>
<td width="200">3.3</td>
<td width="200">Pre-2010</td>
</tr>
<tr>
<td width="200">HelpBox</td>
<td width="200">5.0.5</td>
<td width="200">Pre-2010</td>
</tr>
</table> 
[[File:btn_download_up.png |link=http://www.laytontechnology.com/download-layton-technology-software.html |center|Download a Trial]]
|}
</td>
<td width="30%" valign="top">
<h4 align="left">Online User Guides</h4>
[[File:Lsd_app_icon.png]]  '''[[User Guide for Layton ServiceDesk|Layton ServiceDesk]]™'''
 
[[File:Aw_app_icon.png]]  '''[[User Guide for AuditWizard|AuditWizard]]™'''
 
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[User Guide for DeviceShield|DeviceShield™]]
*[[User Guide for HelpBox|HelpBox™]]
|
|} 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">General Support</h4>
| height="26" align="left" | [http://www.laytontechnology.com/index.php?Itemid=94 Customer Support Login]
|-
| height="26" align="left" | [http://www.laytontechnology.com/support/software-support-documentation.html Documentation]
|-
| height="26" align="left" | [http://forum.laytontechnology.com/index.php User Forum]
|
|}
 
{| border="0" class="collapsible collapsed" |
|+
<h4 align="left">Release Notes</h4>
| height="26" width="100 align="left" | [[Layton ServiceDesk™: Release Notes|Layton ServiceDesk]]
|-
| height="26" width="100 align="left" | [[AuditWizard-Release Notes|AuditWizard]]
|-
{| class="collapsible collapsed" border="0"
! height="26" align="left" |  Other Products
|-
|
*[[DeviceShield™: Release Notes|DeviceShield]]
*[[HelpBox™: Release Notes|HelpBox]]
|
|}
</td>
</tr>
</table>

AuditWizard - Release Notes - AuditWizard 8.2.0

2010-09-28T07:57:44Z

Laytonadmin: /* Enhanced Features */

[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]
=Upgrading=
Run the 8.2 update on the computer where you have AuditWizard installed and follow the prompts. Once the update is completed you must rebuild and re-deploy the Scanner and Agent (if you are using it) as they have been updated.

'''Notes:'''

*You must be using AuditWizard v8.1.0 or higher to upgrade using the update executable patch. If you are running an earlier version of AuditWizard please [http://www.laytontechnology.com/contact-layton-technology.html contact your local Layton Technology office] to obtain the necessary upgrade instructions from earlier versions.
*Do not uninstall AuditWizard prior to upgrading.
*To download the patch you can log into the [http://www.laytontechnology.com/index.php?Itemid=94 customer support area] on our website.

=New & Enhanced Features=

===New Features===
*'''New Registry Key Crawler:''' An all-new algorithm and registry crawler has been implemented to significantly improve the data collection of installed products, version numbers, serial numbers and products keys, including Microsoft, Adode and other major vendors.
*'''New Ownership/Asset Management Tabs in Asset Summary View:''' Users will now be able to assign ownership of assets to a user and create customizable fields which can include data such as lease agreements, address details, or any information required. All the fields will be fully customizable enabling you to design the data fields to meet your needs exactly. Add an extra category and it will appear as a separate tab for easy grouping of user defined fields.
*'''New Notes Interface for Assets and Applications:''' Easy-to-use two-pane approach has note titles on the left and the note body on the right. Notes jump to the top of the list when edited to indicate relevance. Incredibly simple and usable.
*'''Automatic Agent Update:''' If AuditWizard detects that a deployed Agent is out of date at the time of uploading a new audit, it will automatically deploy the new Agent to the asset. No need to manually redeploy!
*'''New Data Types for User-Defined Fields:''' ''Date'' and ''Currency'' have been added, and the interface has been streamlined with easy-access buttons at the bottom of each pane in the administration section. Numeric fields have also been simplified.
*'''Interactive Audit Overhaul:''' Each user-defined field can be included or excluded from an interactive audit, instead of a global on-or-off state. Fields with data you don't want changed can be excluded so that users do not modify the data or leave it blank. Very useful for asset-management fields that you don't need users to enter during an audit.
*'''Picklist, Asset Types Interface Changes:''' Like the User Defined Data interface, these two interfaces now have easy-access buttons at the bottom of each pane.
*'''New Email Options:''' You can now send emails formatted for HTML or plain text
*'''Database Maintenance Window:''' If a maintenance script needs to be run on your database, it can be done in this maintenance window rather than through Microsoft SQL Server Management Studio. Especially good for users using the embedded database.
*'''Internet Browsers Grouped''' All Internet browsers are now grouped together under 'Internet' in Network View tab in the tree structure, showing the default browser, and all the different browsers installed, including versions numbers. Under the All Assets option you can instantly see what users default browsers are, what version and more.

===Enhanced Features===
*Asset Type added to Custom Report options
*Redesigned Email Status Report
*Two new Internet Reports under available under the Sofware section

=Bug Fixes=
*Windows 7 64-Bit Product ID Not Being Audited
*Scanner Not Picking Up 64-Bit Applications
*AuditWizard Email Status Report Compliant Applications Incorrect
*Data View in Dashboard Not Using Aliases, Not Filtering Ignored Applications
*Can't Alias Publishers that Contain Ignored Applications
*Multiple Emails Sent on Automatic Schedule
*Can't Launch Under Windows Server 2008
*Access Denied on Configuring the AuditWizard Service on Windows 7
*Alert Monitor Won't Run on Windows 7
*Windows 7 Exception Related to Application Alias Interface
[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]

AuditWizard - Release Notes - AuditWizard 8.2.0

2010-09-28T07:56:18Z

Laytonadmin: /* New Features */

[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]
=Upgrading=
Run the 8.2 update on the computer where you have AuditWizard installed and follow the prompts. Once the update is completed you must rebuild and re-deploy the Scanner and Agent (if you are using it) as they have been updated.

'''Notes:'''

*You must be using AuditWizard v8.1.0 or higher to upgrade using the update executable patch. If you are running an earlier version of AuditWizard please [http://www.laytontechnology.com/contact-layton-technology.html contact your local Layton Technology office] to obtain the necessary upgrade instructions from earlier versions.
*Do not uninstall AuditWizard prior to upgrading.
*To download the patch you can log into the [http://www.laytontechnology.com/index.php?Itemid=94 customer support area] on our website.

=New & Enhanced Features=

===New Features===
*'''New Registry Key Crawler:''' An all-new algorithm and registry crawler has been implemented to significantly improve the data collection of installed products, version numbers, serial numbers and products keys, including Microsoft, Adode and other major vendors.
*'''New Ownership/Asset Management Tabs in Asset Summary View:''' Users will now be able to assign ownership of assets to a user and create customizable fields which can include data such as lease agreements, address details, or any information required. All the fields will be fully customizable enabling you to design the data fields to meet your needs exactly. Add an extra category and it will appear as a separate tab for easy grouping of user defined fields.
*'''New Notes Interface for Assets and Applications:''' Easy-to-use two-pane approach has note titles on the left and the note body on the right. Notes jump to the top of the list when edited to indicate relevance. Incredibly simple and usable.
*'''Automatic Agent Update:''' If AuditWizard detects that a deployed Agent is out of date at the time of uploading a new audit, it will automatically deploy the new Agent to the asset. No need to manually redeploy!
*'''New Data Types for User-Defined Fields:''' ''Date'' and ''Currency'' have been added, and the interface has been streamlined with easy-access buttons at the bottom of each pane in the administration section. Numeric fields have also been simplified.
*'''Interactive Audit Overhaul:''' Each user-defined field can be included or excluded from an interactive audit, instead of a global on-or-off state. Fields with data you don't want changed can be excluded so that users do not modify the data or leave it blank. Very useful for asset-management fields that you don't need users to enter during an audit.
*'''Picklist, Asset Types Interface Changes:''' Like the User Defined Data interface, these two interfaces now have easy-access buttons at the bottom of each pane.
*'''New Email Options:''' You can now send emails formatted for HTML or plain text
*'''Database Maintenance Window:''' If a maintenance script needs to be run on your database, it can be done in this maintenance window rather than through Microsoft SQL Server Management Studio. Especially good for users using the embedded database.
*'''Internet Browsers Grouped''' All Internet browsers are now grouped together under 'Internet' in Network View tab in the tree structure, showing the default browser, and all the different browsers installed, including versions numbers. Under the All Assets option you can instantly see what users default browsers are, what version and more.

===Enhanced Features===
*Asset Type added to Custom Report options
*Redesigned Email Status Report

=Bug Fixes=
*Windows 7 64-Bit Product ID Not Being Audited
*Scanner Not Picking Up 64-Bit Applications
*AuditWizard Email Status Report Compliant Applications Incorrect
*Data View in Dashboard Not Using Aliases, Not Filtering Ignored Applications
*Can't Alias Publishers that Contain Ignored Applications
*Multiple Emails Sent on Automatic Schedule
*Can't Launch Under Windows Server 2008
*Access Denied on Configuring the AuditWizard Service on Windows 7
*Alert Monitor Won't Run on Windows 7
*Windows 7 Exception Related to Application Alias Interface
[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]

AuditWizard - Release Notes - AuditWizard 8.2.0

2010-09-28T07:56:00Z

Laytonadmin: /* New Features */

[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]
=Upgrading=
Run the 8.2 update on the computer where you have AuditWizard installed and follow the prompts. Once the update is completed you must rebuild and re-deploy the Scanner and Agent (if you are using it) as they have been updated.

'''Notes:'''

*You must be using AuditWizard v8.1.0 or higher to upgrade using the update executable patch. If you are running an earlier version of AuditWizard please [http://www.laytontechnology.com/contact-layton-technology.html contact your local Layton Technology office] to obtain the necessary upgrade instructions from earlier versions.
*Do not uninstall AuditWizard prior to upgrading.
*To download the patch you can log into the [http://www.laytontechnology.com/index.php?Itemid=94 customer support area] on our website.

=New & Enhanced Features=

===New Features===
*'''New Registry Key Crawler:''' An all-new algorithm and registry crawler has been implemented to significantly improve the data collection of installed products, version numbers, serial numbers and products keys, including Microsoft, Adode and other major vendors.
*'''New Ownership/Asset Management Tabs in Asset Summary View:''' Users will now be able to assign ownership of assets to a user and create customizable fields which can include data such as lease agreements, address details, or any information required. All the fields will be fully customizable enabling you to design the data fields to meet your needs exactly. Add an extra category and it will appear as a separate tab for easy grouping of user defined fields.
*'''New Notes Interface for Assets and Applications:''' Easy-to-use two-pane approach has note titles on the left and the note body on the right. Notes jump to the top of the list when edited to indicate relevance. Incredibly simple and usable.
*'''Automatic Agent Update:''' If AuditWizard detects that a deployed Agent is out of date at the time of uploading a new audit, it will automatically deploy the new Agent to the asset. No need to manually redeploy!
*'''New Data Types for User-Defined Fields:''' ''Date'' and ''Currency'' have been added, and the interface has been streamlined with easy-access buttons at the bottom of each pane in the administration section. Numeric fields have also been simplified.
*'''Interactive Audit Overhaul:''' Each user-defined field can be included or excluded from an interactive audit, instead of a global on-or-off state. Fields with data you don't want changed can be excluded so that users do not modify the data or leave it blank. Very useful for asset-management fields that you don't need users to enter during an audit.
*'''Picklist, Asset Types Interface Changes:''' Like the User Defined Data interface, these two interfaces now have easy-access buttons at the bottom of each pane.
*'''New Email Options:''' You can now send emails formatted for HTML or plain text
*'''Database Maintenance Window:''' If a maintenance script needs to be run on your database, it can be done in this maintenance window rather than through Microsoft SQL Server Management Studio. Especially good for users using the embedded database.
'''Internet Browsers Grouped''' All Internet browsers are now grouped together under 'Internet' in Network View tab in the tree structure, showing the default browser, and all the different browsers installed, including versions numbers. Under the All Assets option you can instantly see what users default browsers are, what version and more.

===Enhanced Features===
*Asset Type added to Custom Report options
*Redesigned Email Status Report

=Bug Fixes=
*Windows 7 64-Bit Product ID Not Being Audited
*Scanner Not Picking Up 64-Bit Applications
*AuditWizard Email Status Report Compliant Applications Incorrect
*Data View in Dashboard Not Using Aliases, Not Filtering Ignored Applications
*Can't Alias Publishers that Contain Ignored Applications
*Multiple Emails Sent on Automatic Schedule
*Can't Launch Under Windows Server 2008
*Access Denied on Configuring the AuditWizard Service on Windows 7
*Alert Monitor Won't Run on Windows 7
*Windows 7 Exception Related to Application Alias Interface
[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]

AuditWizard - Release Notes - AuditWizard 8.2.0

2010-09-28T07:55:00Z

Laytonadmin: /* New Features */

[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]
=Upgrading=
Run the 8.2 update on the computer where you have AuditWizard installed and follow the prompts. Once the update is completed you must rebuild and re-deploy the Scanner and Agent (if you are using it) as they have been updated.

'''Notes:'''

*You must be using AuditWizard v8.1.0 or higher to upgrade using the update executable patch. If you are running an earlier version of AuditWizard please [http://www.laytontechnology.com/contact-layton-technology.html contact your local Layton Technology office] to obtain the necessary upgrade instructions from earlier versions.
*Do not uninstall AuditWizard prior to upgrading.
*To download the patch you can log into the [http://www.laytontechnology.com/index.php?Itemid=94 customer support area] on our website.

=New & Enhanced Features=

===New Features===
*'''New Registry Key Crawler:''' An all-new algorithm and registry crawler has been implemented to significantly improve the data collection of installed products, version numbers, serial numbers and products keys, including Microsoft, Adode and other major vendors.
*'''New Ownership/Asset Management Tabs in Asset Summary View:''' Users will now be able to assign ownership of assets to a user and create customizable fields which can include data such as lease agreements, address details, or any information required. All the fields will be fully customizable enabling you to design the data fields to meet your needs exactly. Add an extra category and it will appear as a separate tab for easy grouping of user defined fields.
*'''New Notes Interface for Assets and Applications:''' Easy-to-use two-pane approach has note titles on the left and the note body on the right. Notes jump to the top of the list when edited to indicate relevance. Incredibly simple and usable.
*'''Automatic Agent Update:''' If AuditWizard detects that a deployed Agent is out of date at the time of uploading a new audit, it will automatically deploy the new Agent to the asset. No need to manually redeploy!
*'''New Data Types for User-Defined Fields:''' ''Date'' and ''Currency'' have been added, and the interface has been streamlined with easy-access buttons at the bottom of each pane. Numeric fields have been simplified.
*'''Interactive Audit Overhaul:''' Each user-defined field can be included or excluded from an interactive audit, instead of a global on-or-off state. Fields with data you don't want changed can be excluded so that users do not modify the data or leave it blank. Very useful for asset-management fields that you don't need users to enter during an audit.
*'''Picklist, Asset Types Interface Changes:''' Like the User Defined Data interface, these two interfaces now have easy-access buttons at the bottom of each pane.
*'''New Email Options:''' You can now send emails formatted for HTML or plain text
*'''Database Maintenance Window:''' If a maintenance script needs to be run on your database, it can be done in this maintenance window rather than through Microsoft SQL Server Management Studio. Especially good for users using the embedded database.
'''Internet Browsers Grouped''' All Internet browsers are now grouped together under 'Internet' in Network View tab in the tree structure, showing the default browser, and all the different browsers installed, including versions numbers. Under the All Assets option you can instantly see what users default browsers are, what version and more.

===Enhanced Features===
*Asset Type added to Custom Report options
*Redesigned Email Status Report

=Bug Fixes=
*Windows 7 64-Bit Product ID Not Being Audited
*Scanner Not Picking Up 64-Bit Applications
*AuditWizard Email Status Report Compliant Applications Incorrect
*Data View in Dashboard Not Using Aliases, Not Filtering Ignored Applications
*Can't Alias Publishers that Contain Ignored Applications
*Multiple Emails Sent on Automatic Schedule
*Can't Launch Under Windows Server 2008
*Access Denied on Configuring the AuditWizard Service on Windows 7
*Alert Monitor Won't Run on Windows 7
*Windows 7 Exception Related to Application Alias Interface
[[File:btn_back_up.png|link=AuditWizard™:_Release_Notes]] [[AuditWizard™:_Release_Notes|Back to List]]