Layton Support - User contributions [en]

Layton ServiceDesk - Settings - Company Structure - Manage Analyst

2015-02-16T20:44:16Z

Tscholl: /* Request Class */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
=Definition=
''Analysts'' can be front-line help desk personnel or second-line support or any level of support staff, as required. Analysts are defined using '''Administration > Company Structure > Manage Analyst''' where their Name, Password and Security Group or level of system access is defined. The two levels of Group Security provide Administrator access (All system functions available) and Standard access (Administration function not available). Support Analysts or second line support who have Requests assigned to them are normally given Standard access.

[[File:2011-02-28 1705.png|center|link=|Manage Analyst Page]]

Other system fields are '''Manual Assign''' and '''Allow Auto Assign''', which define whether the Analyst is available or allowed to receive assignment, either manually or automatically assigned to him/her. This is where Analysts can be selected as absent, i.e. on holiday, etc., but generally are both set to ''Yes''.

Although you may be content with the default data fields and design, the screen and data content is configurable, so you can add, delete or change fields as required. You must always define new data fields before adding them to the form. See the '''[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]''' section for information on how to add data fields, and the '''[[Layton ServiceDesk™ - Configuring the System - Form Design|Form Design]]''' section for details on how to design or change forms.

=Analyst Properties=
Access the Analyst Properties for an analyst by clicking their Username or Name.

[[File:Lsd analyst prop.png|link=]]

=Request Class=
If ''Restrict Request Classes = Yes'' in '''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_Analyst#Access_Restrictions|Settings > Access Restrictions]]''', this Analyst setting determines which Request Classes the Analyst will have access to. Request Classes is a powerful feature which provides the ability to define multiple request forms for different types of Requests such as IT Incident, Service Request, New User Requests etc. See '''[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]''' for more information.

Click the Edit button [[File:Pencil.png|link=]] in the Request Class column for the Analyst. check the Request Classes they should have access to. If no Request Classes are checked, the Analyst will have access to all Request Classes, same as if all are checked. If some are checked, the Analyst will only be able to see tabs in the Request List View for those that are checked.

[[File:Lsd mge analyst req class.png|center|link=]]

=Skills=
Analyst skills, or job responsibilities, are directly linked to the Request Types used for categorizing Requests and one of the methods that Layton ServiceDesk can use to automatically assign requests. They are also used to automatically prompt and assign which Analyst is best suited or have the appropriate skills for a particular Request. These can be entered later when the Request Types are completed, or at any time.

To select Skills for a particular analyst, click the edit button under the Skills column. A pop up screen will display the Request Types hierarchy and you can simply select the appropriate Skill (Request Types) for this Analyst. An Analyst can have any number of Skills or Request Types, but use the highest level in the tree structure possible to cover their skills. For example, a network specialist would probably have all network issues assigned to him so the Request Type ''Network Issues'' would be selected although there may be a number of sub levels or specific Request Types in the structure below ''Network Issues''. See the '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Types|Request Type]]''' section for further details.

=Site=
If you have defined multiple sites then you may specify at which sites analysts are by clicking the edit button in the Sites column from the Manage Analyst page. These are the sites at which the Analyst works or is responsible for manage requests from End Users at these Sites. They can be added and removed as Skills are.

=Settings=
This section has settings which can Disable the Analyst, set their Home Screen and page Refresh Interval which can also be set by the Analyst in the '''Main Menu > Settings''' section. Any settings changes will not take effect until they log in again. Each Analyst has a number of individual settings which are categorized in a Tab view. These are accessed through the Manage Analyst screen by clicking the Edit button [[File:Pencil.png|link=]] in the Settings column for the Analyst required.

==General Settings==

[[File:Lsd mge analyst stgs gen stgs.png|link=]]

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color:#FFFFFF"|Setting
! style="background:#009999; width: 800px; color:#FFFFFF"|Description
|-
| Analyst Disabled
| Disables the analyst. Increases the available analyst license count and removes the analyst from all other analyst lists in the system.
|-
| NTLM Login
| Allows analyst to login with NTLM passthrough authentication.
|-
| Product Updates
| Analyst will be notified when a new upgrade is released.
|-
| Auto Refresh Interval
| Controls the page refresh frequency of the request list view.
|-
| Home Screen
| Configures the page linked to by the Home buttons.
|-
| Color
| Sets the analyst color.
|-
|}

==Access Restrictions==
This tab contains access restrictions pertaining to the Analyst, for viewing requests, running Reports and viewing Statistics, allowing Request Ownership & Assignment, as well as other options.

{| class="wikitable" border="1"
! style="background:#009999; width: 250px; color: #FFFFFF"|Setting
! style="background:#009999; width: 750px; color: #FFFFFF"|Description
|-
| Reports Access
| Controls access to the reporting module.
|-
| Statistics Access
| Controls access to statistics reports in the reporting module.
|-
| Assigned Problem Access
| Restricts access to the Problems tab.
|-
| Recurring Task Access
| Restricts access to recurring Tasks.
|-
| Request Assignment
| Restricts access to assigning Requests.
|-
| Problem Assignment
| Restricts access to assigning Problems.
|-
| Restrict Request Classes
| When set to ''Yes'', the Analyst will not be able to view Requests in Request Classes what they have not been assigned to.
|-
| Default Group
| Sets the Analyst's default group.
|-
| Edit Request ListView
| Allows analyst to edit the Request list view.
|-
| Edit Problem ListView
| Allows analyst to edit the Problem list view.
|-
| Edit Survey ListView
| Allows analyst to edit the Survey list view.
|-
| Can Use Suspend
| Allows analyst to suspend Requests.
|-
| Can Set Change Approval Status
| Allows analyst to set Change approval status.
|-
| Dashboard Access
| Allows Analysts to view the Dashboard.
|-
| Assigned Request Access
| Controls whether the Analyst can see only their assigned Requests, the Requests assigned to their Group, or both.
|-
| Assigned Change Access
| Restricts access to changes.
|-
| Restrict Analyst Calendar
| Restricts access to calendar.
|-
| Request Ownership
| Restricts access on request ownership.
|-
| Change Assignment
| Restricts access on change assignment.
|-
| Closed Request Change Close Date
| Restricts access to change request close dates.
|-
| Edit Task ListView
| Restricts access to edit the task list view.
|-
| Edit Change ListView
| Restricts access to edit the change list view.
|-
| Edit Select End User ListView
| Restricts access to edit the end user list view.
|-
| Show Only Analyst Within Group
| Restricts the available analysts in the assign to analyst dialog to display only the analysts in the request's currently selected analyst group.
|-
| Can Manage Change Approver List
| Allows analyst to manage the change approver list for changes.
|-
|}

==Site Access==
This area defines Site access restrictions for the Analyst. For example, you may want to restrict Analysts to only access Requests and Statistics at their Site. This also controls access to White Board Messaging and Incoming Email access.

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color: #FFFFFF"|Setting
! style="background:#009999; width: 250px; color: #FFFFFF"|Value
! style="background:#009999; width: 550px; color: #FFFFFF"|Description
|-
|Site Request Access
|No Restrictions
|Analyst can access Requests at any site.
|-
|
|Show and Assign Requests at Analyst Sites Only
|Analyst is restricted to viewing and assigning Requests at any sites to which they have been assigned.
|-
|End User Access
|No Restrictions
|Analyst can see all End Users in the system.
|-
|
|Show End Users at Analyst Sites Only
|Analyst can only see End Users that have been assigned to the same sites.
|-
|Analyst Groups Access
|No Restrictions
|Allow Analyst to see any Analyst Group.
|-
|
|Show Analyst Groups at Analyst Sites Only
|Only allow Analyst to see Analyst Groups that have been assigned the same site as the Analyst.
|-
|Analyst Priority Access
|No Restrictions
|No restrictions
|-
|
|Assign Priority at Analyst Sites Only
|
|-
|Analyst Incoming Mail Access
|No Incoming Mail
|Analyst cannot see the Incoming Mail page.
|-
|
|Default Incoming Mail Only
|Analyst can see Incoming Mail for the account configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''. This is the default account.
|-
|
|Sites & Default Incoming Mail
|Analyst can see Incoming Mail for any '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site#Email|Site accounts]]''' as well as the default account.
|-
|
|Sites Only
|Analyst can see Incoming Mail only for Sites to which he is assigned.
|-
|Asset Access
|No Restrictions
|Analyst can see all assets.
|-
|
|Show Assets at Analyst Sites Only
|Analyst can only see Assets that have been assigned the same Sites as the Analyst.
|-
|Statistics Access
|No Restrictions
|Analyst can view Statistics in the '''[[Layton ServiceDesk™ - Reporting|Reporting]]''' module.
|-
|
|Show Statistics at Analyst Sites Only
|Analyst can see Statistics for their assigned Sites only.
|-
|Allow Assign To Irrespective Of Site
|On
|Analyst can assign to other Analysts in any site.
|-
|
|Off
|Analyst can only assign to other Analysts in the same Sites that have been assigned to the Analyst.
|-
|Analyst Whiteboard Access
|No Restrictions
|Analyst can see all Whiteboard messages
|-
|
|Show Message for Analyst Sites only
|Analyst can see only messages that have been assigned the same Site.
|-
|
|Show Message for Analyst Groups Only
|Analyst can see only messages that have been assigned to an Analyst Group that he is part of.
|-
|
|Show Messge for Analyst Sites and Groups Only
|Analyst can see only messages that have been assigned the same Site or Analyst Group.
|-
|}

==Comment==
This tab defines Comment privileges, whether Analysts have the ability to edit, delete, make and view public/private.

{| class="wikitable" border="1"
! style="background:#009999; width: 150px; color: #FFFFFF"|Setting
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-
| Delete
| Allows an Analyst to delete Comments.
|-
| Make Public/Private
| Controls whether an Analyst can set a Comment to public or private. If set to ''No'', any Comment created or imported by the Analyst will take the default system setting.
|-
| Edit
| Allows an Analyst to edit Comments.
|-
| Private Comments
| Allows an Analyst to view every private comment or only those associated with a Group to which they belong.
|-
|}

==Escalation & Overflow==
You can enter email addresses here to send out escalation notifications based on the individual analyst which are separate from the general Priority escalation configuration emails. If you enter the Analyst's own email address or that of their manager's, when a request that is assigned to this Analyst escalates it will send an email notification to this email address, in addition to the email that is sent out based on the Priority escalation email settings.

=Copy Settings=
To copy the settings from an Analyst to another or others, from the list view, click the Edit button [[File:Lsd btn edit 24px.png|link=]].

The ''Copy ''Analyst'' Settings To'' page will open. Check the boxes to indicate the settings that you want to copy to other Analysts.

[[File:Lsd man analyst copy stgs.png|center|link=]]

In the above example, all settings will be copied to Chris Dunn. The Request Classes will be copied to Jim Clark. Analyst Skills will be copied to Julia Westwood. Analyst Settings will be copied to Pete Smith.

Click the Save button [[File:Lsd btn save.png|link=]] to copy the settings.

An Analyst can be created manually for the purpose of storing a set of settings. The Analyst should be disabled to remove it from the licence count. This analyst can then be used to set or reset other analysts' settings without otherwise appearing in the system.

=Delete Analyst=
To delete an Analyst, click the Delete button [[File:Lsd delete 16px.png|link=]] in the Delete column for the Analyst. You will be asked to confirm.

Note that you can't delete an Analyst who is assigned to a request. Either reassign any requests they are associated with or consider disabling them (see '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#General Settings|General Settings]]''' above). Disabling preserves history and removes the Analyst from the pool of licenses, freeing up a license and hides them from any analyst-selection dialog.
[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Next article in this series: ''Manage Analyst Group'']] [[File:Btn forward.png|link=Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Company Structure - Manage Analyst

2015-02-11T19:15:50Z

Tscholl: /* Access Restrictions */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
=Definition=
''Analysts'' can be front-line help desk personnel or second-line support or any level of support staff, as required. Analysts are defined using '''Administration > Company Structure > Manage Analyst''' where their Name, Password and Security Group or level of system access is defined. The two levels of Group Security provide Administrator access (All system functions available) and Standard access (Administration function not available). Support Analysts or second line support who have Requests assigned to them are normally given Standard access.

[[File:2011-02-28 1705.png|center|link=|Manage Analyst Page]]

Other system fields are '''Manual Assign''' and '''Allow Auto Assign''', which define whether the Analyst is available or allowed to receive assignment, either manually or automatically assigned to him/her. This is where Analysts can be selected as absent, i.e. on holiday, etc., but generally are both set to ''Yes''.

Although you may be content with the default data fields and design, the screen and data content is configurable, so you can add, delete or change fields as required. You must always define new data fields before adding them to the form. See the '''[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]''' section for information on how to add data fields, and the '''[[Layton ServiceDesk™ - Configuring the System - Form Design|Form Design]]''' section for details on how to design or change forms.

=Analyst Properties=
Access the Analyst Properties for an analyst by clicking their Username or Name.

[[File:Lsd analyst prop.png|link=]]

=Request Class=
This Analyst setting determines which Request Classes the Analyst will have access to. Request Classes is a powerful feature which provides the ability to define multiple request forms for different types of Requests such as IT Incident, Service Request, New User Requests etc. See '''[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]''' for more information.

Click the Edit button [[File:Pencil.png|link=]] in the Request Class column for the Analyst. check the Request Classes they should have access to. If no Request Classes are checked, the Analyst will have access to all Request Classes, same as if all are checked. If some are checked, the Analyst will only be able to see tabs in the Request List View for those that are checked.

[[File:Lsd mge analyst req class.png|center|link=]]

=Skills=
Analyst skills, or job responsibilities, are directly linked to the Request Types used for categorizing Requests and one of the methods that Layton ServiceDesk can use to automatically assign requests. They are also used to automatically prompt and assign which Analyst is best suited or have the appropriate skills for a particular Request. These can be entered later when the Request Types are completed, or at any time.

To select Skills for a particular analyst, click the edit button under the Skills column. A pop up screen will display the Request Types hierarchy and you can simply select the appropriate Skill (Request Types) for this Analyst. An Analyst can have any number of Skills or Request Types, but use the highest level in the tree structure possible to cover their skills. For example, a network specialist would probably have all network issues assigned to him so the Request Type ''Network Issues'' would be selected although there may be a number of sub levels or specific Request Types in the structure below ''Network Issues''. See the '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Types|Request Type]]''' section for further details.

=Site=
If you have defined multiple sites then you may specify at which sites analysts are by clicking the edit button in the Sites column from the Manage Analyst page. These are the sites at which the Analyst works or is responsible for manage requests from End Users at these Sites. They can be added and removed as Skills are.

=Settings=
This section has settings which can Disable the Analyst, set their Home Screen and page Refresh Interval which can also be set by the Analyst in the '''Main Menu > Settings''' section. Any settings changes will not take effect until they log in again. Each Analyst has a number of individual settings which are categorized in a Tab view. These are accessed through the Manage Analyst screen by clicking the Edit button [[File:Pencil.png|link=]] in the Settings column for the Analyst required.

==General Settings==

[[File:Lsd mge analyst stgs gen stgs.png|link=]]

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color:#FFFFFF"|Setting
! style="background:#009999; width: 800px; color:#FFFFFF"|Description
|-
| Analyst Disabled
| Disables the analyst. Increases the available analyst license count and removes the analyst from all other analyst lists in the system.
|-
| NTLM Login
| Allows analyst to login with NTLM passthrough authentication.
|-
| Product Updates
| Analyst will be notified when a new upgrade is released.
|-
| Auto Refresh Interval
| Controls the page refresh frequency of the request list view.
|-
| Home Screen
| Configures the page linked to by the Home buttons.
|-
| Color
| Sets the analyst color.
|-
|}

==Access Restrictions==
This tab contains access restrictions pertaining to the Analyst, for viewing requests, running Reports and viewing Statistics, allowing Request Ownership & Assignment, as well as other options.

{| class="wikitable" border="1"
! style="background:#009999; width: 250px; color: #FFFFFF"|Setting
! style="background:#009999; width: 750px; color: #FFFFFF"|Description
|-
| Reports Access
| Controls access to the reporting module.
|-
| Statistics Access
| Controls access to statistics reports in the reporting module.
|-
| Assigned Problem Access
| Restricts access to the Problems tab.
|-
| Recurring Task Access
| Restricts access to recurring Tasks.
|-
| Request Assignment
| Restricts access to assigning Requests.
|-
| Problem Assignment
| Restricts access to assigning Problems.
|-
| Restrict Request Classes
| When set to ''Yes'', the Analyst will not be able to view Requests in Request Classes what they have not been assigned to.
|-
| Default Group
| Sets the Analyst's default group.
|-
| Edit Request ListView
| Allows analyst to edit the Request list view.
|-
| Edit Problem ListView
| Allows analyst to edit the Problem list view.
|-
| Edit Survey ListView
| Allows analyst to edit the Survey list view.
|-
| Can Use Suspend
| Allows analyst to suspend Requests.
|-
| Can Set Change Approval Status
| Allows analyst to set Change approval status.
|-
| Dashboard Access
| Allows Analysts to view the Dashboard.
|-
| Assigned Request Access
| Controls whether the Analyst can see only their assigned Requests, the Requests assigned to their Group, or both.
|-
| Assigned Change Access
| Restricts access to changes.
|-
| Restrict Analyst Calendar
| Restricts access to calendar.
|-
| Request Ownership
| Restricts access on request ownership.
|-
| Change Assignment
| Restricts access on change assignment.
|-
| Closed Request Change Close Date
| Restricts access to change request close dates.
|-
| Edit Task ListView
| Restricts access to edit the task list view.
|-
| Edit Change ListView
| Restricts access to edit the change list view.
|-
| Edit Select End User ListView
| Restricts access to edit the end user list view.
|-
| Show Only Analyst Within Group
| Restricts the available analysts in the assign to analyst dialog to display only the analysts in the request's currently selected analyst group.
|-
| Can Manage Change Approver List
| Allows analyst to manage the change approver list for changes.
|-
|}

==Site Access==
This area defines Site access restrictions for the Analyst. For example, you may want to restrict Analysts to only access Requests and Statistics at their Site. This also controls access to White Board Messaging and Incoming Email access.

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color: #FFFFFF"|Setting
! style="background:#009999; width: 250px; color: #FFFFFF"|Value
! style="background:#009999; width: 550px; color: #FFFFFF"|Description
|-
|Site Request Access
|No Restrictions
|Analyst can access Requests at any site.
|-
|
|Show and Assign Requests at Analyst Sites Only
|Analyst is restricted to viewing and assigning Requests at any sites to which they have been assigned.
|-
|End User Access
|No Restrictions
|Analyst can see all End Users in the system.
|-
|
|Show End Users at Analyst Sites Only
|Analyst can only see End Users that have been assigned to the same sites.
|-
|Analyst Groups Access
|No Restrictions
|Allow Analyst to see any Analyst Group.
|-
|
|Show Analyst Groups at Analyst Sites Only
|Only allow Analyst to see Analyst Groups that have been assigned the same site as the Analyst.
|-
|Analyst Priority Access
|No Restrictions
|No restrictions
|-
|
|Assign Priority at Analyst Sites Only
|
|-
|Analyst Incoming Mail Access
|No Incoming Mail
|Analyst cannot see the Incoming Mail page.
|-
|
|Default Incoming Mail Only
|Analyst can see Incoming Mail for the account configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''. This is the default account.
|-
|
|Sites & Default Incoming Mail
|Analyst can see Incoming Mail for any '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site#Email|Site accounts]]''' as well as the default account.
|-
|
|Sites Only
|Analyst can see Incoming Mail only for Sites to which he is assigned.
|-
|Asset Access
|No Restrictions
|Analyst can see all assets.
|-
|
|Show Assets at Analyst Sites Only
|Analyst can only see Assets that have been assigned the same Sites as the Analyst.
|-
|Statistics Access
|No Restrictions
|Analyst can view Statistics in the '''[[Layton ServiceDesk™ - Reporting|Reporting]]''' module.
|-
|
|Show Statistics at Analyst Sites Only
|Analyst can see Statistics for their assigned Sites only.
|-
|Allow Assign To Irrespective Of Site
|On
|Analyst can assign to other Analysts in any site.
|-
|
|Off
|Analyst can only assign to other Analysts in the same Sites that have been assigned to the Analyst.
|-
|Analyst Whiteboard Access
|No Restrictions
|Analyst can see all Whiteboard messages
|-
|
|Show Message for Analyst Sites only
|Analyst can see only messages that have been assigned the same Site.
|-
|
|Show Message for Analyst Groups Only
|Analyst can see only messages that have been assigned to an Analyst Group that he is part of.
|-
|
|Show Messge for Analyst Sites and Groups Only
|Analyst can see only messages that have been assigned the same Site or Analyst Group.
|-
|}

==Comment==
This tab defines Comment privileges, whether Analysts have the ability to edit, delete, make and view public/private.

{| class="wikitable" border="1"
! style="background:#009999; width: 150px; color: #FFFFFF"|Setting
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-
| Delete
| Allows an Analyst to delete Comments.
|-
| Make Public/Private
| Controls whether an Analyst can set a Comment to public or private. If set to ''No'', any Comment created or imported by the Analyst will take the default system setting.
|-
| Edit
| Allows an Analyst to edit Comments.
|-
| Private Comments
| Allows an Analyst to view every private comment or only those associated with a Group to which they belong.
|-
|}

==Escalation & Overflow==
You can enter email addresses here to send out escalation notifications based on the individual analyst which are separate from the general Priority escalation configuration emails. If you enter the Analyst's own email address or that of their manager's, when a request that is assigned to this Analyst escalates it will send an email notification to this email address, in addition to the email that is sent out based on the Priority escalation email settings.

=Copy Settings=
To copy the settings from an Analyst to another or others, from the list view, click the Edit button [[File:Lsd btn edit 24px.png|link=]].

The ''Copy ''Analyst'' Settings To'' page will open. Check the boxes to indicate the settings that you want to copy to other Analysts.

[[File:Lsd man analyst copy stgs.png|center|link=]]

In the above example, all settings will be copied to Chris Dunn. The Request Classes will be copied to Jim Clark. Analyst Skills will be copied to Julia Westwood. Analyst Settings will be copied to Pete Smith.

Click the Save button [[File:Lsd btn save.png|link=]] to copy the settings.

An Analyst can be created manually for the purpose of storing a set of settings. The Analyst should be disabled to remove it from the licence count. This analyst can then be used to set or reset other analysts' settings without otherwise appearing in the system.

=Delete Analyst=
To delete an Analyst, click the Delete button [[File:Lsd delete 16px.png|link=]] in the Delete column for the Analyst. You will be asked to confirm.

Note that you can't delete an Analyst who is assigned to a request. Either reassign any requests they are associated with or consider disabling them (see '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#General Settings|General Settings]]''' above). Disabling preserves history and removes the Analyst from the pool of licenses, freeing up a license and hides them from any analyst-selection dialog.
[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Next article in this series: ''Manage Analyst Group'']] [[File:Btn forward.png|link=Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Release Notes - Version 6.5.6

2015-02-06T22:00:59Z

Tscholl: /* Bug Fixes */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes - Version 6.5.3]] [[Layton ServiceDesk™ - Release Notes - Version 6.5.3|Earlier Version]]
=Upgrading=
ServiceDesk v6.5.6 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd656_upgrade.exe'''. We recommend that you right-click the installer and select ''Run as administrator'' to avoid permission issues.

=New Features=
*183 Regional settings - display local date & time

=Bug Fixes=
*179 Default Group for Email Auto Assignment not assigning a default group
*301 Monthly and Weekly Reports Showing No Data
*316 Request Timed Out when exporting report to PDF
*321 End user selector in request form only shows 34 pages
*324 Third instance of request type field (sys_requesttype_id) not obeying field required setting
*325 Field required prompt references the first request type field (sys_requesttype_id) instead of the second request type field.
*329 Request, problem, change attachment file name truncated after first space
*331 Request date (sys_requestdate) read-only field prevents saving analyst requests
*333 Request solution(sys_solutiondesc) overwritten by empty '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Statuses#Automatic_Closure_Option|Automatic Closure]]''' solution
*339 404 error in solutions pop-up
*341 Priority missing in end user problem form
*351 Search Change form sys_change_requesttype field missing selector arrow or drop-down list
*352 Request duration and Priority due date calculated wrong if server time and local time are different, and current server time is not within default working hours
*353 Request template priority is overwritten by default priority after saving request
*355 Exception Error in Report "Trend of Requests Logged - Hourly", with sys_requestdate Filter
*357 Request form cursor shifts to opened by field
*358 Company and site data not displayed if ampersand or plus in company name
*361 Retain rows per page in Manage End User and Manage Site
*362 End user sys_siteid changes to the first site in the site table with a matching site in the company/site sys_siteid
*363 Search Site Not Working
[[Category:Update Notes]]

Layton ServiceDesk - Installation - Migration

2015-02-02T17:37:21Z

Tscholl: /* Procedure */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
=Migrating the Application Only=
==Use Case==
This would be when you need to move the application to a new server, but leave the database on the existing SQL server.

==Procedure==
#Backup the existing application installation directory. The default path is: ''C:\Program Files\Layton Technology\Layton ServiceDesk\''
#Install as per '''[[Layton ServiceDesk™ - Installation - New Installation|New Installation]]'''
#When the Database Tool opens, choose '''[[Layton_ServiceDesk™_-_Installation_-_Connect_to_Existing_Database|Connect to an existing database]]''' and point it to your ServiceDesk database
#Copy the needed files from the backup made in Step 1 to your new application installation directory. Some common items that may need migrated are:
#*''Application_Images\'' - If custom images were added to any forms in '''[[Layton_ServiceDesk™_-_Configuring_the_System_-_Form_Design|Form Design]]'''
#*''HB_Data\ChangeAttach\'' - File attachments for '''[[Layton_ServiceDesk™_-_Logging_A_New_Change#Change_Logging|Changes]]'''
#*''HB_Data\EmailBodies\'' - Email notifications configured in '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Email_Settings_%26_Bodies|Email Settings & Bodies]]'''
#*''HB_Data\MailIn\'' - File attachments for emails in the '''[[Layton_ServiceDesk™_-_Logging_A_New_Request#Converting_an_Incoming_Email_into_a_Request|Incoming email queue]]'''
#*''HB_Data\ProblemAttach\'' - File attachments for '''[[Layton_ServiceDesk™_-_Logging_A_New_Problem#Problem_Logging|Problems]]'''
#*''HB_Data\RequestAttach\'' - File attachments for '''[[Layton_ServiceDesk™_-_Logging_A_New_Request#Overview|Requests]]'''
#*''HB_Data\LogFiles\'' - Application log files

=Migrating Application and Database=
==Use Case==
When you need to move both application and database to another or other servers.

==Procedure==
#Backup the existing application installation directory. The default path is: ''C:\Program Files\Layton Technology\Layton ServiceDesk\''
#Backup the existing database using Microsoft SQL Server Management Studio (SSMS)
#Restore the database backup to the new SQL Server using SSMS
#Install the application on the new server as per '''[[Layton ServiceDesk™ - Installation - New Installation|New Installation]]'''
#When the Database Tool opens, choose '''[[Layton_ServiceDesk™_-_Installation_-_Connect_to_Existing_Database|Connect to an existing database]]''' and point it to your ServiceDesk database restored on the new SQL Server in Step 3
#Copy the needed files from the backup made in Step 1 to your new application installation directory. Some common items that may need migrated are:
#*''Application_Images\'' - If custom images were added to any forms in '''[[Layton_ServiceDesk™_-_Configuring_the_System_-_Form_Design|Form Design]]'''
#*''HB_Data\ChangeAttach\'' - File attachments for '''[[Layton_ServiceDesk™_-_Logging_A_New_Change#Change_Logging|Changes]]'''
#*''HB_Data\EmailBodies\'' - Email notifications configured in '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Email_Settings_%26_Bodies|Email Settings & Bodies]]'''
#*''HB_Data\MailIn\'' - File attachments for emails in the '''[[Layton_ServiceDesk™_-_Logging_A_New_Request#Converting_an_Incoming_Email_into_a_Request|Incoming email queue]]'''
#*''HB_Data\ProblemAttach\'' - File attachments for '''[[Layton_ServiceDesk™_-_Logging_A_New_Problem#Problem_Logging|Problems]]'''
#*''HB_Data\RequestAttach\'' - File attachments for '''[[Layton_ServiceDesk™_-_Logging_A_New_Request#Overview|Requests]]'''
#*''HB_Data\LogFiles\'' - Application log files

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

Layton ServiceDesk - Installation - Migration

2015-02-02T17:36:41Z

Tscholl: /* Procedure */

Layton ServiceDesk - Installation - Migration

2015-02-02T17:31:16Z

Tscholl: /* Procedure */

Layton ServiceDesk - Installation - Migration

2015-02-02T17:31:02Z

Tscholl: /* Procedure */

Layton ServiceDesk - Installation - Migration

2015-02-02T17:30:50Z

Tscholl: /* Procedure */

Layton ServiceDesk - Installation - Migration

2015-02-02T17:06:52Z

Tscholl: /* Procedure */

Layton ServiceDesk - General Settings - Auto Assignment Options

2015-01-29T18:03:17Z

Tscholl: /* Overview */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
=Overview=
These settings control how and on what basis Requests will be automatically assigned or suggested for default assignment. There are three sets of settings relating to requests created directly by Analysts, requests converted from incoming email and requests created by End Users in the web interface.

[[File:Auto_assignment_options.png|center|link=]]

=Settings=
==Requests Created By Analyst in Web Interface==
===Auto Suggest Assignment===
The Auto Suggest Assignment option controls the mechanism by which the system suggests or automatically assigns Requests logged by support Analysts. This setting applies to requests directly created by an Analyst. It does not apply to requests created from incoming emails or the End User logging a request directly in the web interface. The suggested Analyst or Group is displayed at the top of the assignment pop up when selecting the appropriate assignment button on the Request or Problem form.

{| class="wikitable" border="1"
|-
! style="background:#009999; width: 270px; color:#FFFFFF"|Assignment Default Settings
! style="background:#009999; width: 730px; color:#FFFFFF"|Resulting Action
|-
| Off
| No Analyst or Group is suggested for assignment or assigned.
|-
| Load Balancing (Analyst)
| Analyst with the lowest number of open Requests is suggested for assignment.
|-
| Skill Load Balancing (Analyst)
| Analyst with matched skills and least number of open Requests is suggested for assignment.
|-
| Load Balancing (Analyst Group)
| Analyst Group with the least number of open Requests is suggested for assignment.
|-
| Skill Load Balancing (Analyst Group)
| Analyst Group with the least number of open Requests is suggested for assignment.
|-
| Auto Pop: Load Balancing (Analyst)
| Analyst with the lowest number of open Requests will auto populate when the Request is logged.
|-
| Auto Pop: Skill Load Balancing (Analyst)
| Analyst with matching skills and the least number of open Requests will auto populate when the Request is logged.
|-
| Auto Pop: Load Balancing (Analyst Group)
| Analyst Group with the least number of open Requests will auto populate when the Request is logged.
|-
| Auto Pop: Skill Load Balancing (Analyst Group)
| Analyst Group with matching skills and the least number of open Requests will auto populate when the Request is logged by anyone.
|-
|}

The Skills are the actual Request Types (see '''[[Layton ServiceDesk™ - Settings - Libraries - Request Types|Request Types]]''') and are defined for Groups and Analysts within '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst|Administration > Company Structure > Manage Analyst]]''' and '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Administration > Company Structure > Manage Analyst Group]]'''.

Decide how Requests will normally be assigned, to whom and on what basis. A Request can be assigned to any individual Analyst, whether a member of a Group or not, or assigned to a Group. Requests can be automatically assigned or the Analyst or Group suggested by the system, based on either Load Balancing or Skills and Load Balancing.

The system will suggest or auto populate the Analyst or Group, depending on the configuration for assignment, but this can be changed to another Analyst or Group provided the Analyst has permission.

Although these settings define the default configuration for assignment of Requests, this assignment can be overruled by specific Request Type rules. For instance you can also define a Site or Department Manager or specific Analyst responsible for a particular Request Type. These are defined when creating or editing Request Types. Business Rules can also provide additional assignment options which will override the general Auto Assignment options.

===Constrain Auto Assign/Suggest to Site===
By switching on the Constrain Auto Assign/Suggest to Site option, the system will take into account Analysts Sites and only auto assign or suggest assignment to Analysts or Analyst Groups that are at the same Site as the End User.

==Requests Created By Email Processing==
===Default Group for Email Auto Assignment===
This sets the default group for incoming emails. When an incoming email is imported into ServiceDesk as a new request, this group will be assigned to it.

==Requests Created By End User in Web Interface==
===Auto Assign End User Request===
The Auto Assign End User Request controls the mechanism by which incoming End User Requests are automatically assigned. This works in the same way as above for Analysts apart from there is no “suggested” option and incoming Requests are automatically assigned according to the option selected. If no automatic assignment is selected (option set to Off) then Requests will be logged under “Unassigned Requests”.

===Constrain Auto Assign/Suggest Skill===
If a ''Skill Load Balancing'' option is set in the Auto Suggest Assignment or Auto Assign End User Request fields, the Constrain Auto Assign/Suggest Skill switch prevents the system falling back to pure load balancing if it cannot assign on Skills. If a Skill match is not found, an unassigned request will be created.
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

File:Auto assignment options.png

2015-01-29T18:02:50Z

Tscholl:

Layton ServiceDesk - Procedures - General - Sending your Database to Support

2015-01-28T17:04:33Z

Tscholl:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
On occasion, Support may need to examine your database to understand the cause of an issue or to repair your database. Here are the instructions on how to send:

'''Please indicate which version of SQL Server you are using. Please also supply the password for the built-in ''admin'' account.'''

#Use SQL Server Management Studio (SSMS) to back up the SQL database to a .bak file. Note the following settings: [[File:Lsd db backup01.png|link=]] [[File:Lsd db backup02.png|link=]]
#Please indicate the '''version number''' of Layton ServiceDesk and the '''version of SQL Server''' you are using. It is suggested that you use this naming convention for the backup file:<code>lsd_VERSION_sqlVERSION_YEARMONTHDAY.bak</code>For example, if you were backing up a version 6.4.8.1 database running on SQL Server 2008 R2 on 29 April 2014, the resultant filename would be:<code>lsd_6481_sql2008r2_20140429.bak</code>
#'''Important!''' You must zip the file before sending to greatly reduce its size. Send the .zip file to Support via our '''[http://laytontech.leapfile.net upload service]'''.

Main Page

2015-01-27T23:13:48Z

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

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" align="left"
|
====Welcome to the Layton Technology Wiki Support Portal====

You will find everything you need in our new Wiki Support Portal; including user guides, release notes, access to the secure customer area to download the latest product updates—it's all here in one convenient place.

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

[[File:black_line.png]]

{| class="wikitable" border="1"
! style="background:#E2E2E2;" width="200"|Product
! style="background:#E2E2E2;" width="200"|Current Version
! style="background:#E2E2E2;" width="200"|Release Date
|-
|[[User_Guide_for_Layton_ServiceDesk™|Layton ServiceDesk]]
|[[Layton ServiceDesk™ - Release Notes - Version 6.5.6|6.5.6]]
|27 January 2015
|-
|[[User_Guide_for_AuditWizard|AuditWizard]]
|[[AuditWizard™ - Release Notes - AuditWizard 8.4.2|8.4.2]]
|20 August 2014
|}

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

</tr>
</table>

Layton ServiceDesk - Release Notes

2015-01-27T23:13:09Z

Tscholl:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
=Current Version=
*'''[[Layton ServiceDesk™ - Release Notes - Version 6.5.6|Version 6.5.6]]'''

=Previous Versions=
*[[Layton ServiceDesk™ - Release Notes - Version 6.5.3|Version 6.5.3]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.5.2|Version 6.5.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.5|Version 6.5]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.8.1|Version 6.4.8.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.8|Version 6.4.8]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.6.1|Version 6.4.6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.2|Version 6.4.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.1|Version 6.4.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.9.1|Version 6.3.9.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.9|Version 6.3.9]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.8.3|Version 6.3.8.3]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.8.1|Version 6.3.8.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.7|Version 6.3.7]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.6|Version 6.3.6]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.2|Version 6.3.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|Version 6.3.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.2|Version 6.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.1|Version 6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.0|Version 6.0]]

Layton ServiceDesk - Release Notes - Version 6.5.6

2015-01-26T14:11:14Z

Tscholl:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes - Version 6.5.3]] [[Layton ServiceDesk™ - Release Notes - Version 6.5.3|Earlier Version]]
=Upgrading=
ServiceDesk v6.5.6 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd656_upgrade.exe'''. We recommend that you right-click the installer and select ''Run as administrator'' to avoid permission issues.

=New Features=
*183 Regional settings - display local date & time

=Bug Fixes=
*179 Default Group for Email Auto Assignment not functional
*301 Monthly and Weekly Reports Showing No Data
*316 Request Timed Out when exporting report to PDF
*321 End user selector in request form only shows 34 pages
*324 Third instance of request type field sys_requesttype_id not obeying field required setting
*325 Field required prompt is referencing the first sys_requesttype_id field instead of the second
*329 Attachment filename truncated after first space
*331 sys_requestdate Read-Only Field Prevents Saving Analyst Requests
*333 Request sys_solutiondesc overwritten by empty automatic closure solution
*339 404 error in solutions pop-up caused by problem description in URL
*341 Priority missing in end user problem form
*351 Search Change form sys_change_requesttype field missing selector arrow or drop-down list
*352 Request duration and Priority due date calculated wrong if server time and local time are different, and current server time is not within default working hours
*353 Request template priority is overwritten by default priority after saving request
*355 Exception Error in Report "Trend of Requests Logged - Hourly", with sys_requestdate Filter
*357 Request form cursor shifts to opened by field
*358 Company and site data not displayed if ampersand or plus in company name
*361 Retain rows per page in Manage End User and Manage Site
*362 End user sys_siteid changes to the first site in the site table with a matching site in the company/site sys_siteid
*363 Search Site Not Working

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes - Version 6.5.2]] [[Layton ServiceDesk™ - Release Notes - Version 6.5.2|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.6

2015-01-26T14:10:39Z

Tscholl: Created page with "link=Layton ServiceDesk™ - Release Notes Back to List [[File:..."

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes - Version 6.5.3]] [[Layton ServiceDesk™ - Release Notes - Version 6.5.3|Earlier Version]]
=Upgrading=
ServiceDesk v6.5.6 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd656_upgrade.exe'''. We recommend that you right-click the installer and select ''Run as administrator'' to avoid permission issues.

=New Features=
183 Regional settings - display local date & time

=Bug Fixes=
179 Default Group for Email Auto Assignment not functional
301 Monthly and Weekly Reports Showing No Data
316 Request Timed Out when exporting report to PDF
321 End user selector in request form only shows 34 pages
324 Third instance of request type field sys_requesttype_id not obeying field required setting
325 Field required prompt is referencing the first sys_requesttype_id field instead of the second
329 Attachment filename truncated after first space
331 sys_requestdate Read-Only Field Prevents Saving Analyst Requests
333 Request sys_solutiondesc overwritten by empty automatic closure solution
339 404 error in solutions pop-up caused by problem description in URL
341 Priority missing in end user problem form
351 Search Change form sys_change_requesttype field missing selector arrow or drop-down list
352 Request duration and Priority due date calculated wrong if server time and local time are different, and current server time is not within default working hours
353 Request template priority is overwritten by default priority after saving request
355 Exception Error in Report "Trend of Requests Logged - Hourly", with sys_requestdate Filter
357 Request form cursor shifts to opened by field
358 Company and site data not displayed if ampersand or plus in company name
361 Retain rows per page in Manage End User and Manage Site
362 End user sys_siteid changes to the first site in the site table with a matching site in the company/site sys_siteid
363 Search Site Not Working

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes - Version 6.5.2]] [[Layton ServiceDesk™ - Release Notes - Version 6.5.2|Earlier Version]]
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
[[Category:Update Notes]]

File:2011-02-22 1153.png

2014-11-21T15:44:14Z

Tscholl: Tscholl uploaded a new version of "File:2011-02-22 1153.png": Reverted to version as of 16:54, 22 February 2011

File:2011-02-22 1153.png

2014-11-21T15:43:52Z

Tscholl: Tscholl uploaded a new version of "File:2011-02-22 1153.png"

Layton ServiceDesk - Settings - Libraries - Email Settings & Bodies

2014-11-07T20:57:08Z

Tscholl:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
[[File:btn_back_up.png|link=Layton ServiceDesk™ - Settings - Libraries - Email Keywords]] [[Layton ServiceDesk™ - Settings - Libraries - Email Keywords |Previous article in this series: ''Email Keywords'']]
__FORCETOC__
=Overview=
The various automatic email notification triggers can be enabled and the Email Bodies modified by going to ''Administration > Libraries > Email Settings & Bodies''. The control panel will be displayed:

[[File:Email settings and bodies.png|center|link=]]

To enable an email notification, select the ''Enable'' check box next to the desired notification (Note that all of the "Escalation" Emails are grouped together with one ''Enable'' section which will apply to all Escalation emails). Notification triggers are configured for Request, Problems and Changes separately. Problem, Change and Miscellaneous are accessible via tabs near the top. In order for the automatic email notifications to be sent, the '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]''' must be properly configured.

=Settings=
{| class="wikitable" border="1"
|-
! style="background:#009999; width: 300px; color: #FFFFFF"|Setting
! style="background:#009999; width: 700px; color: #FFFFFF"|Description
|-
| Request is created (Notify End User)
| When an Analyst creates a request, an email is sent to the associated End User
|-
| Request is assigned (Notify Analyst)
| When a Request is assigned, an email is sent to the newly assigned Analyst
|-
| Request is assigned (Notify End User)
| When a Request is assigned, an email is sent to the End User associated with the Request
|-
| Request is auto assigned (Notify Analyst)
| When a Request is assigned via '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''', an email is sent to the assigned Analyst
|-
| Request is auto assigned (Notify Analyst Group)
| When a Request is assigned via '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''', an email is sent to the assigned Analyst Group
|-
| Request is auto assigned (Notify End User)
| When a Request is assigned via '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''', an email is sent to the associated End User
|-
| Request has changed Priority (Notify End User)
| When a Request's Priority is changed, an email is sent to the associated End User
|-
| Request is closed (Notify End User)
| When a Request is closed, an email is sent to the associated End User
|-
| Request is closed (Notify Analyst Group)
| When a Request is closed, an email is sent to the assigned Analyst Group
|-
| Request has changed status (Notify End User)
| When a Request has changed status, an email is sent to the associated End User. Open the menu and check the statuses that you want to notify the End User about.
|-
| Request has changed status (Notify Analyst Group)
| When a Request has changed status, an email is sent to the assigned Analyst Group
|-
| New End User Request is unassigned (Notify specified Analyst group)
| When a Request has been submitted by an End User and left unassigned, an email is sent to the specified Analyst Group
|-
| Request assigned to Analyst Group
| When a Request is assigned to an Analyst Group, and not assigned to an Analyst, an email is sent to the assigned Analyst Group
|-
| Request has missed respond by point (Notify Specified)
| When a Request has had no Analyst comment within the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Respond Hours]]''', an email is sent to the specified '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Respond Email]]'''
|-
| Request has reached escalation point 1 (Notify Specified)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 1]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Email Level 1]]'''
|-
| Request has reached escalation point 2 (Notify Specified)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 2]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Email Level 2]]'''
|-
| Request has reached escalation point 3 (Notify Specified)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 3]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Email Level 3]]'''
|-
| Request has expired (Notify Specified)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Resolve Hours]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Resolve Email]]'''
|-
| Request has missed respond by point & been reassigned (Notify Analyst)
| When a Request has had no Analyst comment within the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Respond Hours]]''', an email is sent to the Analyst specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Response Escalate To]]'''
|-
| Request has reached escalation point 1 & been reassigned (Notify Analyst)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 1]]''', an email is sent to the Analyst specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate 1 Assign To]]'''
|-
| Request has reached escalation point 2 & been reassigned (Notify Analyst)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 2]]''', an email is sent to the Analyst specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate 2 Assign To]]'''
|-
| Request has reached escalation point 3 & been reassigned (Notify Analyst)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 3]]''', an email is sent to the Analyst specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate 3 Assign To]]'''
|-
| Request has expired & been reassigned (Notify Analyst)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Resolve Hours]]''', an email is sent to the Analyst specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Resolve Email]]'''
|-
| Request has missed respond by point & been reassigned (Notify Analyst Group)
| When a Request has had no Analyst comment within the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Respond Hours]]''', an email is sent to the Analyst specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Response Escalate To]]'''
|-
| Request has reached escalation point 1 & been reassigned (Notify Analyst Group)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group#Properties|Analyst Group's Escalate 1]]''', an email is sent to the Analyst Group
|-
| Request has reached escalation point 2 & been reassigned (Notify Analyst Group)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group#Properties|Analyst Group's Escalate 2]]''', an email is sent to the Analyst Group
|-
| Request has reached escalation point 3 & been reassigned (Notify Analyst Group)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group#Properties|Analyst Group's Escalate 3]]''', an email is sent to the Analyst Group
|-
| Request has expired & been reassigned (Notify Analyst Group)
| When a Request's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Resolve Hours]]''', an email is sent to the Analyst specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Resolve Email]]'''
|-
| Task has reached escalation point 1 (Notify Specified)
| When a Task's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 1]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Email Level 1]]'''
|-
| Task has reached escalation point 2 (Notify Specified)
| When a Task's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 2]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Email Level 2]]'''
|-
| Task has reached escalation point 3 (Notify Specified)
| When a Task's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Level 3]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Escalate Email Level 3]]'''
|-
| Task has expired (Notify Specified)
| When a Task's duration has surpassed the number of hours configured in the assigned '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Resolve Hours]]''', an email is sent to those specified in the '''[[Layton ServiceDesk™ - Settings - Libraries - Priority|Priority's Missed Resolve Email]]'''
|-
| Request has Comment assigned from End User (Notify Analyst)
| When an End User saves a Comment to a Request, an email is sent to the Request's assigned Analyst
|-
| Request has Comment assigned from Analyst (Notify End User)
| When an Analyst saves a Comment to a Request, an email is sent to the Request's associated End User
|-
| Request has Comment assigned from Analyst (Notify Additional Analysts)
| Allows the Analyst to specify additional Analysts in the Comment creation form. The email will be sent to these Analysts.
|-
| Request has Comment assigned from Analyst (Notify Additional End Users)
| Allows the Analyst to specify additional End Users in the Comment creation form. The email will be sent to these End Users.
|-
| Request has Comment assigned from Analyst (Notify External)
| Allows the Analyst to specify additional email addresses in the Comment creation form. The email will be sent to these email addresses.
|-
| Task is assigned (Notify Analyst)
| When a Task is assigned, an email is sent to the newly assigned Analyst
|-
| Task is due (Notify Analyst)
| When a Task has not been completed by the time specified in the '''[[Layton ServiceDesk™ - Logging a New Task|Task Scheduled Date]]''', an email is sent to the assigned Analyst
|-
| Survey Notification (Notify End User)
| When a Request is completed, and '''[[Layton ServiceDesk™ - General Settings - Survey|Surveys]]''' have been enabled, an email is sent to the Request's associated End User
|-
| Email Request Acknowledgement
| When a registered End user sends an email to ServiceDesk and it is automatically imported as a Request, an email notification is sent to the End User to confirm the email has been received.
|-
| Email Comment Acknowledgement
| When a registered End User sends an email to ServiceDesk and it is automatically imported as a Request Comment, an email notification is sent to the End User to confirm the email has been received.
|-
| Callback Prompt
| When a '''[[Layton ServiceDesk™ - Logging A New Request#Call_Back_Reminders|Callback Reminder]]''' reaches its set Callback Date/Time, an email is sent to the Callback Reminder's set Reminder To Analyst
|-
| Email Analyst Request Overflow
|
|-
| Email Site Request Overflow
|
|-
| Email Analyst Group Request Overflow
|
|}

=Email Bodies=
Each Email Notification provides an Email Body (the text in an automated email notification) for each '''[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Class]]'''. To configure the Email Body, click the Edit button [[File:Pencil.png|link=]] in the column for the desired Request Class. The Manage Email Body dialog will appear:

[[File:Lsd email bodies02.png|center|link=]]

To insert system or user fields into the body, select the desired field in the ''Table'' and ''Fields'' menus on the right. Click the Add button [[File:Lsd btn plus 16px.png|link=]] to insert the field, enclosed in braces, into the bottom of the email body. This field can be cut and pasted anywhere within the body. When the email is triggered and generated, the value for each field will be dynamically inserted into the email body. For example, in the Email Body for ''Request is Assigned (Notify Analyst)'', you may want to include the ''sys_requesttype_id'' (Request Type) and the ''sys_problemdesc'' (Problem Description) fields.
[[Layton ServiceDesk™ - Settings - Libraries - Cost Items |Next article in this series: ''Cost Items'']] [[File:Btn forward.png|link=Layton ServiceDesk™ - Settings - Libraries - Cost Items]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-10-13T23:43:14Z

Tscholl:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests due to foreign key constraint
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*311 Field required settings not requiring fields
*314 End user quick info pop-up window is smaller than page content
*317 Large number of sites causes delayed load of site picker pop-up
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*326 End User login times out after cancelling Change Request
*327 Problem description field always required
*340 End user quick info pop-up delayed loading large request table

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-26T12:58:53Z

Tscholl: /* Bug Fixes */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests due to foreign key constraint
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*311 Field required settings not requiring fields
*314 End user quick info pop-up window is smaller than page content
*317 Large number of sites causes delayed load of site picker pop-up
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*326 End User login times out after cancelling Change Request
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution
*340 End user quick info pop-up delayed loading large request table

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-26T12:35:12Z

Tscholl: /* Bug Fixes */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests due to foreign key constraint
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*314 End user quick info pop-up window is smaller than page content
*317 Large number of sites causes delayed load of site picker pop-up
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*326 End User login times out after cancelling Change Request
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution
*340 End user quick info pop-up delayed loading large request table

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-25T19:04:21Z

Tscholl: /* Bug Fixes */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests due to foreign key constraint
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*314 End user quick info pop-up window is smaller than page content
*317 Large number of sites causes delayed load of site picker pop-up
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution
*340 End user quick info pop-up delayed loading large request table

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-25T18:54:28Z

Tscholl: /* Bug Fixes */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests due to foreign key constraint
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*314 End user quick info pop-up window is smaller than page content
*317 Adding End User Slow Performance accessing Site
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution
*340 End user quick info pop-up delayed loading large request table

[[Category:Update Notes]]

AuditWizard - Using AuditWizard - Administration - General - Database Maintenance

2014-09-25T16:12:48Z

Tscholl: /* Change Database */

[[File:btn_back_up.png|link=AuditWizard™ - Using AuditWizard - Administration]] [[AuditWizard™ - Using AuditWizard - Administration|Back to Administration]]
=Overview=
This article covers the various parts of the Database Maintenance tab. For a rundown of steps to remedy database issues, refer to [[AuditWizard™ - Troubleshooting - Database Maintenance|this article on troubleshooting]].

=Change Database=
You can see which database you are currently connected to in this panel. ''C:\Program Files\AuditWizard v8\db\aw_db.sdf'' is the embedded SQL Compact Edition 3.5 database that all AuditWizard installations begin with.

'''WARNING:''' The SQL Compact Edition database is purposed for trialing use only. Using the SQL Compact Edition database for a production AuditWizard installation is likely to become corrupted over time. Using the SQL Compact Edition database risks total data loss.

The Change Database procedure is used any time you want to change to a different SQL Server database. Usually this would be when migrating from the embedded database to SQL Server.

If you are migrating from the embedded database to SQL Server, [[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Migration|see here for instructions]].

If you are changing your connection from one database to another without copying data, [[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Connection Change|see here for instructions]].

[[File:Aw_admin_gen_db01.png|center|link=]]

=Database Purging=
Enable or disable automatic purging. Choose individual timeframes for Asset History, Internet Records and Non-Audited Assets.

You can force a purge immediately by clicking the ''Purge Now'' button.

[[File:Aw_admin_gen_db02.png|center|link=]]

=Import & Export=
The import feature allows you to import data from a flat CSV file into the AuditWizard database. This interface was originally designed to import text files that were exported from AuditWizard v7, but most of the options may also be used to quickly create the location structure, user-defined data, and asset data. It can be useful when migrating from another application, or when a spreadsheet of data must be quickly added to AuditWizard. There are four different data import options:

[[File:Aw_admin_gen_db03.png|center|link=]]

==Assets and Locations==
Use this option to import Assets and the Location structure. An example CSV has been loaded below.

[[File:Database maintenance import assets locations.png|center|link=]]

==Picklists and Items==
This import option allows for the import of Picklists and Picklist Items. If the Picklist already exists, then the Items will be imported into it. If the Picklist does not yet exist, then it will be automatically created.

[[File:Database maintenance import picklists items.png|center|link=]]

==User Defined Data Fields==
Use this import feature to import user-defined data values. If the fields have already been configured in '''[[AuditWizard™ - Using AuditWizard - Administration - Data Setup - User Defined Data|User Defined Data]]''', then the values will be imported into them as defined. If the fields do not yet exist, then they will be automatically created. An example CSV file has been loaded below.

[[File:Database maintenance import userdefined data.png|center|link=]]

==Asset History Data==
This is used to import asset history data that was exported from AuditWizard v7.

=Database Maintenance=
Support may issue a query to repair or maintain your database. This interface is provided for convenience so that you don't have to leave AuditWizard to run the query in Management Studio. The query will be intended for one-time use.

[[File:Aw_admin_gen_db04.png|center|link=]]

Click the button to open the AuditWizard Database Maintenance dialog:

[[File:Aw_admin_gen_db05.png|center|link=|Use the AuditWizard Database Maintenance dialog to run custom SQL queries.]]

If Support has supplied you with a .sql file, click the ''Load SQL'' button, locate the file and load it. This will populate the SQL statement field. If you have been given a query in plain text via email, copy and paste it into the SQL statement field. Click the ''Run SQL'' button to run the query.
[[File:btn_back_up.png|link=AuditWizard™ - Using AuditWizard - Administration]] [[AuditWizard™ - Using AuditWizard - Administration|Back to Administration]]

AuditWizard - Using AuditWizard - Administration - General - Database Maintenance

2014-09-25T16:11:32Z

Tscholl: /* Change Database */

[[File:btn_back_up.png|link=AuditWizard™ - Using AuditWizard - Administration]] [[AuditWizard™ - Using AuditWizard - Administration|Back to Administration]]
=Overview=
This article covers the various parts of the Database Maintenance tab. For a rundown of steps to remedy database issues, refer to [[AuditWizard™ - Troubleshooting - Database Maintenance|this article on troubleshooting]].

=Change Database=
You can see which database you are currently connected to in this panel. ''C:\Program Files\AuditWizard v8\db\aw_db.sdf'' is the embedded SQL Compact Edition 3.5 database that all AuditWizard installations begin with.

'''WARNING:''' The SQL Compact Edition database is purposed for trialing use only. Using the SQL Compact Edition database for a production AuditWizard installation is guaranteed to become corrupted over time and risks total data loss.

The Change Database procedure is used any time you want to change to a different SQL Server database. Usually this would be when migrating from the embedded database to SQL Server.

If you are migrating from the embedded database to SQL Server, [[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Migration|see here for instructions]].

If you are changing your connection from one database to another without copying data, [[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Connection Change|see here for instructions]].

[[File:Aw_admin_gen_db01.png|center|link=]]

=Database Purging=
Enable or disable automatic purging. Choose individual timeframes for Asset History, Internet Records and Non-Audited Assets.

You can force a purge immediately by clicking the ''Purge Now'' button.

[[File:Aw_admin_gen_db02.png|center|link=]]

=Import & Export=
The import feature allows you to import data from a flat CSV file into the AuditWizard database. This interface was originally designed to import text files that were exported from AuditWizard v7, but most of the options may also be used to quickly create the location structure, user-defined data, and asset data. It can be useful when migrating from another application, or when a spreadsheet of data must be quickly added to AuditWizard. There are four different data import options:

[[File:Aw_admin_gen_db03.png|center|link=]]

==Assets and Locations==
Use this option to import Assets and the Location structure. An example CSV has been loaded below.

[[File:Database maintenance import assets locations.png|center|link=]]

==Picklists and Items==
This import option allows for the import of Picklists and Picklist Items. If the Picklist already exists, then the Items will be imported into it. If the Picklist does not yet exist, then it will be automatically created.

[[File:Database maintenance import picklists items.png|center|link=]]

==User Defined Data Fields==
Use this import feature to import user-defined data values. If the fields have already been configured in '''[[AuditWizard™ - Using AuditWizard - Administration - Data Setup - User Defined Data|User Defined Data]]''', then the values will be imported into them as defined. If the fields do not yet exist, then they will be automatically created. An example CSV file has been loaded below.

[[File:Database maintenance import userdefined data.png|center|link=]]

==Asset History Data==
This is used to import asset history data that was exported from AuditWizard v7.

=Database Maintenance=
Support may issue a query to repair or maintain your database. This interface is provided for convenience so that you don't have to leave AuditWizard to run the query in Management Studio. The query will be intended for one-time use.

[[File:Aw_admin_gen_db04.png|center|link=]]

Click the button to open the AuditWizard Database Maintenance dialog:

[[File:Aw_admin_gen_db05.png|center|link=|Use the AuditWizard Database Maintenance dialog to run custom SQL queries.]]

If Support has supplied you with a .sql file, click the ''Load SQL'' button, locate the file and load it. This will populate the SQL statement field. If you have been given a query in plain text via email, copy and paste it into the SQL statement field. Click the ''Run SQL'' button to run the query.
[[File:btn_back_up.png|link=AuditWizard™ - Using AuditWizard - Administration]] [[AuditWizard™ - Using AuditWizard - Administration|Back to Administration]]

AuditWizard - Using AuditWizard - Administration - General - Database Maintenance

2014-09-25T16:09:32Z

Tscholl: /* Change Database */

[[File:btn_back_up.png|link=AuditWizard™ - Using AuditWizard - Administration]] [[AuditWizard™ - Using AuditWizard - Administration|Back to Administration]]
=Overview=
This article covers the various parts of the Database Maintenance tab. For a rundown of steps to remedy database issues, refer to [[AuditWizard™ - Troubleshooting - Database Maintenance|this article on troubleshooting]].

=Change Database=
You can see which database you are currently connected to in this panel. ''C:\Program Files\AuditWizard v8\db\aw_db.sdf'' is the supplied embedded database that all AuditWizard installations begin with. The format is ''SQL Server Compact Edition 3.5''. This database is purposed for trialing use only. Using the SQL Compact Edition database for a production AuditWizard installation is guaranteed to become corrupted over time.

The Change Database procedure is used any time you want to change to a different SQL Server database. Usually this would be when migrating from the embedded database to SQL Server.

If you are migrating from the embedded database to SQL Server, [[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Migration|see here for instructions]].

If you are changing your connection from one database to another without copying data, [[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Connection Change|see here for instructions]].

[[File:Aw_admin_gen_db01.png|center|link=]]

=Database Purging=
Enable or disable automatic purging. Choose individual timeframes for Asset History, Internet Records and Non-Audited Assets.

You can force a purge immediately by clicking the ''Purge Now'' button.

[[File:Aw_admin_gen_db02.png|center|link=]]

=Import & Export=
The import feature allows you to import data from a flat CSV file into the AuditWizard database. This interface was originally designed to import text files that were exported from AuditWizard v7, but most of the options may also be used to quickly create the location structure, user-defined data, and asset data. It can be useful when migrating from another application, or when a spreadsheet of data must be quickly added to AuditWizard. There are four different data import options:

[[File:Aw_admin_gen_db03.png|center|link=]]

==Assets and Locations==
Use this option to import Assets and the Location structure. An example CSV has been loaded below.

[[File:Database maintenance import assets locations.png|center|link=]]

==Picklists and Items==
This import option allows for the import of Picklists and Picklist Items. If the Picklist already exists, then the Items will be imported into it. If the Picklist does not yet exist, then it will be automatically created.

[[File:Database maintenance import picklists items.png|center|link=]]

==User Defined Data Fields==
Use this import feature to import user-defined data values. If the fields have already been configured in '''[[AuditWizard™ - Using AuditWizard - Administration - Data Setup - User Defined Data|User Defined Data]]''', then the values will be imported into them as defined. If the fields do not yet exist, then they will be automatically created. An example CSV file has been loaded below.

[[File:Database maintenance import userdefined data.png|center|link=]]

==Asset History Data==
This is used to import asset history data that was exported from AuditWizard v7.

=Database Maintenance=
Support may issue a query to repair or maintain your database. This interface is provided for convenience so that you don't have to leave AuditWizard to run the query in Management Studio. The query will be intended for one-time use.

[[File:Aw_admin_gen_db04.png|center|link=]]

Click the button to open the AuditWizard Database Maintenance dialog:

[[File:Aw_admin_gen_db05.png|center|link=|Use the AuditWizard Database Maintenance dialog to run custom SQL queries.]]

If Support has supplied you with a .sql file, click the ''Load SQL'' button, locate the file and load it. This will populate the SQL statement field. If you have been given a query in plain text via email, copy and paste it into the SQL statement field. Click the ''Run SQL'' button to run the query.
[[File:btn_back_up.png|link=AuditWizard™ - Using AuditWizard - Administration]] [[AuditWizard™ - Using AuditWizard - Administration|Back to Administration]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-25T14:36:39Z

Tscholl: /* Bug Fixes */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*314 End user quick info pop-up window is smaller than page content
*317 Adding End User Slow Performance accessing Site
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution
*340 End user quick info pop-up delayed loading large request table

[[Category:Update Notes]]

Main Page

2014-09-25T11:15:05Z

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

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" align="left"
|
====Welcome to the Layton Technology Wiki Support Portal====

You will find everything you need in our new Wiki Support Portal; including user guides, release notes, access to the secure customer area to download the latest product updates—it's all here in one convenient place.

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

[[File:black_line.png]]

{| class="wikitable" border="1"
! style="background:#E2E2E2;" width="200"|Product
! style="background:#E2E2E2;" width="200"|Current Version
! style="background:#E2E2E2;" width="200"|Release Date
|-
|[[User_Guide_for_Layton_ServiceDesk™|Layton ServiceDesk]]
|[[Layton ServiceDesk™ - Release Notes - Version 6.5.3|6.5.3]]
|25 September 2014
|-
|[[User_Guide_for_AuditWizard|AuditWizard]]
|[[AuditWizard™ - Release Notes - AuditWizard 8.4.2|8.4.2]]
|20 August 2014
|}

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

</tr>
</table>

Layton ServiceDesk - Release Notes

2014-09-25T11:14:36Z

Tscholl:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
=Current Version=
*'''[[Layton ServiceDesk™ - Release Notes - Version 6.5.3|Version 6.5.3]]'''

=Previous Versions=
*[[Layton ServiceDesk™ - Release Notes - Version 6.5.2|Version 6.5.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.5|Version 6.5]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.8.1|Version 6.4.8.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.8|Version 6.4.8]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.6.1|Version 6.4.6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.2|Version 6.4.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.1|Version 6.4.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.9.1|Version 6.3.9.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.9|Version 6.3.9]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.8.3|Version 6.3.8.3]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.8.1|Version 6.3.8.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.7|Version 6.3.7]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.6|Version 6.3.6]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.2|Version 6.3.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|Version 6.3.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.2|Version 6.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.1|Version 6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.0|Version 6.0]]

AuditWizard - Release Notes - AuditWizard 8.4.2

2014-09-24T19:38:38Z

Tscholl: /* Changes */

[[File:btn_back_up.png|link=AuditWizard™ - Release Notes]] [[AuditWizard™ - Release Notes|Back to List]]
=Upgrading=
Run the 8.4.2 update on the computer where you have AuditWizard installed and follow the prompts. AuditWizard 8.4.2 uses AuditScanner and AuditAgent versions 8.4.2. Once the application upgrade has completed, you must rebuild and re-deploy the AuditScanner and AuditAgent versions if they are not already version 8.4.0.

'''Notes:'''
*You must be using AuditWizard v8.3.0 or later to upgrade using the update executable patch. If you are running an earlier version of AuditWizard please '''[http://laytontechnology.com/contact/ 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://client.laytontechnology.com/ customer support area]''' on our website.

=Changes=
*Change 196 Disabled Assets no longer use an AuditWizard license
*Change 210 Audit 32/64-bit operating system

=Bug Fixes=
*Bug 36 Unable to delete assets - There was an error adding the asset
*Bug 39 Interactive scan does not work
*Bug 40 AuditScanner creating ADF with a space prefix in the PC category
*Bug 61 Incomplete Audits
*Bug 137 AuditScanner fails when scanning Windows 8 with SQL 2012 installed
*Bug 198 Disposed assets appear in the list of machines that have not been audited in X days
*Bug 203 News Feed reports license usage higher than the actual license count.
*Bug 223 Discovery Time Out Too Short
*Bug 224 Identification of Apple Devices
*Bug 304 Laptop identified as PC

[[Category:Update Notes]]

Layton ServiceDesk - System Requirements

2014-09-24T12:47:07Z

Tscholl: /* IIS Server */

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

==Overview==
Layton ServiceDesk software has been designed for installation on any Windows operating system XP or later running IIS v5 or later. The system can then be accessed by any device running Internet Explorer, FireFox, Chrome or Safari, including mobile devices.

The system requires a database server on Microsoft SQL Server 2005 or later. The system is compatible with SQL Server Express editions to ensure that it is as cost efficient for small users as it is for larger ones. Small users will be able to implement the system without having to bear the additional costs of a full SQL Server implementation. Larger users or Companies with SQL Server already installed will be able to implement the system on their SQL server and benefit from the performance and scalability advantages that this brings.

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

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

==IIS Server==
Layton ServiceDesk is a 100% Web-based application running under Microsoft Internet Information Server (IIS) version 5 or later. As such, the minimum computer configuration where Layton ServiceDesk is to be installed is constrained only by the requirements of IIS rather than by the system itself.

*Layton ServiceDesk requires a Microsoft IIS server running version 5 or later.
*Supports 32- and 64-bit Windows operating systems.
*Microsoft SQL Server 2005 or later and Microsoft SQL Server Express (free) editions 2005 or later are also supported.
*Exchange Server 2003, 2007, 2010, 2013. SMTP, POP3 or IMAP
*50-75 MB for the program installation but allow at least 500 MB for database growth and folder structure growth (i.e. attachments, exports, etc.).
*Minimum hardware recommendations: Pentium 4 1.0GHz, 2GB RAM.
*[http://www.microsoft.com/downloads/en/details.aspx?FamilyID=333325FD-AE52-4E35-B531-508D977D32A6&displaylang=en .NET Framework 3.5]

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

*80: Web, for the web application
*135: IIS Integrated Authentication. See [[Layton ServiceDesk™ - Installation - Special Notes#IIS Integrated Windows Authentication Disabled|Special Note on IIS Integrated Windows Authentication]].
*389: LDAP, for importing user names from an LDAP directory and for authentication.
*1433: SQL Server

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

==Integration with AuditWizard™==
In order to connect Layton ServiceDesk to AuditWizard, your AuditWizard installation must be v8.1.4 or later with the database running on a SQL Server.

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

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

[[Layton ServiceDesk™ - Pre-Installation Procedure |Next article in this series: ''Pre-Installation Procedure'']] [[File:Btn forward.png|link=Pre-Installation]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - FAQ - NTLM (Auto) Login

2014-09-23T18:30:44Z

Tscholl:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
=Overview=
Layton ServiceDesk™ also offers NTLM Auto Login (Single Sign On). NTLM Auto Login works by comparing the username of the Windows account running the ServiceDesk web browser session against the database of users in ServiceDesk. If a match is found, then the user will be automatically logged into ServiceDesk.

Users may either save the NTLM Auto Login URL to their favorites or create a shortcut. Alternatively, you may want to create a link on the initial ServiceDesk login screen that points to the NTLM Login URL. When the user lands on the login screen, rather manually entering their credentials, they will simply click the NTLM Auto Login hyperlink and it will log the user into Layton ServiceDesk using NTLM.

=Install Server Role=
Watch [https://client.laytontechnology.com/wp-content/themes/layton-admin/includes/pages/user/help/videos/lsd/installWindowsAuthentication/?iframe=true&width=100%&height=100% this video] to ensure that you have the necessary server role installed and configured.

Failure to install this role will result in this error when loading the auto-login page:

401 – Unauthorized: Access is denied due to invalid credentials. (You do not have permission to view this directory or page using the credentials that you supplied).

=End User NTLM Configuration=

==Settings==
NTLM is automatically enabled for End Users created using the '''[[Layton ServiceDesk™ - Utilities - LDAP Import End User|LDAP (AD) Import End User]]''' utility. If a user is created manually, then the NTLM setting must be manually enabled as it is turned Off by default. NTLM login may be disabled or enabled and will over-ride the default if set in:
'''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_End_User#Properties|Administration > Company Structure > Manage End User]]'''.

==URL==
NTLM Login URL:
http://SERVER_NAME/APPLICATION_NAME/EUserAuto.aspx

So if your ServiceDesk is normally accessed at http://lsdserver/LaytonServiceDesk, then your End User NTLM Login URL would be:
http://lsdserver/LaytonServiceDesk/EUserAuto.aspx

=Analyst NTLM Configuration=

==Settings==
NTLM is automatically enabled for Analysts created using the '''[[Layton ServiceDesk™ - Utilities - Import Analyst (LDAP)|LDAP (AD) Import Analyst]]''' utility. If an Analyst is created manually, then the NTLM setting must be manually enabled as it is turned Off by default. NTLM login may be disabled or enabled and will over-ride the default if set in '''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_Analyst#General_Settings|Administration > Company Structure > Manage Analyst]]'''.

==URL==
NTLM Login URL:
http://SERVER_NAME/APPLICATION_NAME/UserAuto.aspx

So if your ServiceDesk is normally accessed at http://lsdserver/LaytonServiceDesk, then your Analyst NTLM Login URL would be:
http://lsdserver/LaytonServiceDesk/UserAuto.aspx

=Optional Settings=
If NTLM authentication has been implemented, then you may want to disable the manual login process as it may no longer be necessary in your organization. This is done by removing the End User Login and Registration links from the ServiceDesk login screen in '''[[Layton ServiceDesk™ - Settings - Form Design - Login|Administration > Form Design > Login]]'''.

=Post-NTLM Login Redirection=
You may also create a URL which will redirect the user to a specific webpage in ServiceDesk after NTLM authentication completes. The benefit of configuring the NTLM Login Redirection is that it will provide the intended webpage regardless of whether the End User is already logged into ServiceDesk or not.

For example, the standard (non-NTLM) URL to link an End User directly to Request ID 7153 is as follows:

http://SERVER_NAME/LaytonServiceDesk/EReqInfo.aspx?sys_request_id=7153

This will successfully load Request ID 7153 for the End User if he is already logged into ServiceDesk. A problem arises, however, when the End User is not already logged into ServiceDesk. If he is not currently logged in, he will be directed instead to the ServiceDesk user not authenticated page: ''Your login has timed out or you have tried to access a page directly without logging in''.

The End User will be required to login first, and then he may go back to click the hyperlink and finally access Request 7153.

To resolve this issue, we use the '''NTLM Login Redirection''' URL to redirect a user to the specific webpage in ServiceDesk after the NTLM Auto-Login is complete. This is done by simply appending the following to the end of your NTLM login URL:

?fwd=<your URL here>

Working from the previous example, if you wanted to provide an End User with a direct link to Request ID 7153, and at the same time allow NTLM Auto Login the URL would be formatted this way:

http://SERVER_NAME/LaytonServiceDesk/EUserAuto.aspx?fwd=http://SERVER_NAME/LaytonServiceDesk/EReqInfo.aspx?sys_request_id=7153

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

AuditWizard - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard

2014-09-23T12:46:50Z

Tscholl:

[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]
This procedure is used any time you want to change to a different SQL Server database. Usually this would be when migrating from the embedded database to SQL Server.

If you are migrating from the embedded SQL Compact Edition (CE) database to SQL Server, '''[[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Migration|click here for instructions]]'''.

If you are connecting to an existing SQL Server database, '''[[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Connection Change|click here for instructions]]'''.
[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]

AuditWizard - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard

2014-09-23T12:45:49Z

Tscholl:

[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]
This procedure is used any time you want to change to a different SQL Server database. Usually this would be when migrating from the embedded database to SQL Server.

If you are migrating from the embedded SQL Compact Edition (CE) database to SQL Server, '''[[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Migration|click here for instructions]]'''.

If you are changing your connection from one database to another without copying data, '''[[AuditWizard™ - Using AuditWizard - Administration - General - Database Maintenance - Change Database Wizard - SQL Connection Change|click here for instructions]]'''.
[[File:btn_back_up.png|link=User Guide for AuditWizard]] [[User Guide for AuditWizard|Back to Contents]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-22T15:59:24Z

Tscholl:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally, run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*314 End user quick info pop-up window is smaller than page content
*317 Adding End User Slow Performance accessing Site
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-22T15:55:35Z

Tscholl: /* New Features */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the [http://client.laytontechnology.com/ client support portal] to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
*206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*314 End user quick info pop-up window is smaller than page content
*317 Adding End User Slow Performance accessing Site
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.3

2014-09-22T15:55:24Z

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

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.3 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the [http://client.laytontechnology.com/ client support portal] to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally run the upgrade installer '''lsd653_upgrade.exe'''.

=New Features=
206 Link Documents to Sites

=Bug Fixes=
*102 Duplicate records created - multiple write commits sent to database
*222 Cannot Purge Closed Requests
*305 Search Problems form has no end user selector arrow
*306 Request has Comment assigned from End User (Notify Analyst) sent to all analysts in request's assigned analyst group when analyst creates comment
*307 Duplicate comment email notifications sent to additional analysts
*308 Problem comment notifications missing in Email Settings & Bodies
*314 End user quick info pop-up window is smaller than page content
*317 Adding End User Slow Performance accessing Site
*320 Repeating error in log file due to missing message ID parameter on email import
*322 Closed spawned requests loading in normal request form
*323 Child request type drop-down menus fail to drop-down
*327 Problem description field always required
*333 Solution overwritten by empty automatic closure solution

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.2

2014-09-22T15:39:06Z

Tscholl: /* Upgrading */

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.2 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the '''[http://client.laytontechnology.com/ client support portal]''' to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally run the upgrade installer '''lsd652_upgrade.exe'''.

=New Features=
*187 '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Statuses#Automatic_Closure_Option|Request Status Automatic Request closure]]'''. Requests will be closed after a set period or number of days have lapsed and the Status has not changed.
*194 '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User#Documents|Link Documents to End Users]]'''. Documents are linked using Manage End User or when logging requests and Edit End User. Documents are viewed against the User on the Analyst Request form.
*195 '''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_End_User#Contract|End User Contract Expiration Alert]]'''. New facility allows contract start and end dates to be entered against End Users. If contact dates entered and current date exceeds contract end date then an alert message is displayed. Contract dates are added using End User Form Design.

=Bug Fixes=
*267 Unable to Save Task in IE11
*280 Change Request email notifications are not being sent
*281 Disabled Analysts who are members of an Analyst Group should not be sent email notifications
*289 Time Out issue opening Manage Site when many Sites.
*290 Error received after adding sys_company_id to Request list view
*291 Cannot delete Company as the Company is linked to every Site
*295 Cannot disable End User after searching End User
*309 Requests not being saved for a particular customer database due to validation rules
*313 End User login times out after saving a new Change Request
*315 Priority field is lost when End User closes a Request

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.2

2014-09-22T15:38:44Z

Tscholl:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.2 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the [http://client.laytontechnology.com/ client support portal] to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally run the upgrade installer '''lsd652_upgrade.exe'''.

=New Features=
*187 '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Statuses#Automatic_Closure_Option|Request Status Automatic Request closure]]'''. Requests will be closed after a set period or number of days have lapsed and the Status has not changed.
*194 '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage End User#Documents|Link Documents to End Users]]'''. Documents are linked using Manage End User or when logging requests and Edit End User. Documents are viewed against the User on the Analyst Request form.
*195 '''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_End_User#Contract|End User Contract Expiration Alert]]'''. New facility allows contract start and end dates to be entered against End Users. If contact dates entered and current date exceeds contract end date then an alert message is displayed. Contract dates are added using End User Form Design.

=Bug Fixes=
*267 Unable to Save Task in IE11
*280 Change Request email notifications are not being sent
*281 Disabled Analysts who are members of an Analyst Group should not be sent email notifications
*289 Time Out issue opening Manage Site when many Sites.
*290 Error received after adding sys_company_id to Request list view
*291 Cannot delete Company as the Company is linked to every Site
*295 Cannot disable End User after searching End User
*309 Requests not being saved for a particular customer database due to validation rules
*313 End User login times out after saving a new Change Request
*315 Priority field is lost when End User closes a Request

[[Category:Update Notes]]

Layton ServiceDesk - Procedures - General - How to Find the Version Number

2014-09-17T14:57:15Z

Tscholl:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
=Application Version=
In Layton ServiceDesk, click the Administration button [[File:Lsd btn admin.png|link=]] and scroll to the bottom of the page. The version number appears in the footer. You may also view the version information along with your registered Company ID and product key in '''[[Layton_ServiceDesk™_-_Settings_-_System_Settings_-_License_Information|Admin > System Settings > License Information]]'''

'''NOTE:''' The version number listed in Programs and Features may be incorrect. When Layton ServiceDesk is installed, the version number is correct. Later updates may not change this version, however.

=Database Version=
The version of the database may be different to that of the application. The database structure may not need to be modified between versions. In terms of disaster recovery, the same application version could be installed and connected to the database.

In the database table ''admin'', look for the value ''db_compatible_app'' in the ''sys_admin_id'' column. The version number appears in the ''sys_admin_value'' column in this row. This SQL query will also return the version number:

SELECT sys_admin_value AS "Database Version Number"

FROM [admin]

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

Layton ServiceDesk - Settings - Company Structure - Manage Analyst

2014-08-20T21:36:27Z

Tscholl: /* Skills */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
=Definition=
''Analysts'' can be front-line help desk personnel or second-line support or any level of support staff, as required. Analysts are defined using '''Administration > Company Structure > Manage Analyst''' where their Name, Password and Security Group or level of system access is defined. The two levels of Group Security provide Administrator access (All system functions available) and Standard access (Administration function not available). Support Analysts or second line support who have Requests assigned to them are normally given Standard access.

[[File:2011-02-28 1705.png|center|link=|Manage Analyst Page]]

Other system fields are '''Manual Assign''' and '''Allow Auto Assign''', which define whether the Analyst is available or allowed to receive assignment, either manually or automatically assigned to him/her. This is where Analysts can be selected as absent, i.e. on holiday, etc., but generally are both set to ''Yes''.

Although you may be content with the default data fields and design, the screen and data content is configurable, so you can add, delete or change fields as required. You must always define new data fields before adding them to the form. See the '''[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]''' section for information on how to add data fields, and the '''[[Layton ServiceDesk™ - Configuring the System - Form Design|Form Design]]''' section for details on how to design or change forms.

=Analyst Properties=
Access the Analyst Properties for an analyst by clicking their Username or Name.

[[File:Lsd analyst prop.png|link=]]

=Request Class=
This Analyst setting determines which Request Classes the Analyst will have access to. Request Classes is a powerful feature which provides the ability to define multiple request forms for different types of Requests such as IT Incident, Service Request, New User Requests etc. See '''[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]''' for more information.

Click the Edit button [[File:Pencil.png|link=]] in the Request Class column for the Analyst. check the Request Classes they should have access to. If no Request Classes are checked, the Analyst will have access to all Request Classes, same as if all are checked. If some are checked, the Analyst will only be able to see tabs in the Request List View for those that are checked.

[[File:Lsd mge analyst req class.png|center|link=]]

=Skills=
Analyst skills, or job responsibilities, are directly linked to the Request Types used for categorizing Requests and one of the methods that Layton ServiceDesk can use to automatically assign requests. They are also used to automatically prompt and assign which Analyst is best suited or have the appropriate skills for a particular Request. These can be entered later when the Request Types are completed, or at any time.

To select Skills for a particular analyst, click the edit button under the Skills column. A pop up screen will display the Request Types hierarchy and you can simply select the appropriate Skill (Request Types) for this Analyst. An Analyst can have any number of Skills or Request Types, but use the highest level in the tree structure possible to cover their skills. For example, a network specialist would probably have all network issues assigned to him so the Request Type ''Network Issues'' would be selected although there may be a number of sub levels or specific Request Types in the structure below ''Network Issues''. See the '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Types|Request Type]]''' section for further details.

=Site=
If you have defined multiple sites then you may specify at which sites analysts are by clicking the edit button in the Sites column from the Manage Analyst page. These are the sites at which the Analyst works or is responsible for manage requests from End Users at these Sites. They can be added and removed as Skills are.

=Settings=
This section has settings which can Disable the Analyst, set their Home Screen and page Refresh Interval which can also be set by the Analyst in the '''Main Menu > Settings''' section. Any settings changes will not take effect until they log in again. Each Analyst has a number of individual settings which are categorized in a Tab view. These are accessed through the Manage Analyst screen by clicking the Edit button [[File:Pencil.png|link=]] in the Settings column for the Analyst required.

==General Settings==

[[File:Lsd mge analyst stgs gen stgs.png|link=]]

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color:#FFFFFF"|Setting
! style="background:#009999; width: 800px; color:#FFFFFF"|Description
|-
| Analyst Disabled
| Disables the analyst. Increases the available analyst license count and removes the analyst from all other analyst lists in the system.
|-
| NTLM Login
| Allows analyst to login with NTLM passthrough authentication.
|-
| Product Updates
| Analyst will be notified when a new upgrade is released.
|-
| Auto Refresh Interval
| Controls the page refresh frequency of the request list view.
|-
| Home Screen
| Configures the page linked to by the Home buttons.
|-
| Color
| Sets the analyst color.
|-
|}

==Access Restrictions==
This tab contains access restrictions pertaining to the Analyst, for viewing requests, running Reports and viewing Statistics, allowing Request Ownership & Assignment, as well as other options.

{| class="wikitable" border="1"
! style="background:#009999; width: 250px; color: #FFFFFF"|Setting
! style="background:#009999; width: 750px; color: #FFFFFF"|Description
|-
| Reports Access
| Controls access to the reporting module.
|-
| Statistics Access
| Controls access to statistics reports in the reporting module.
|-
| Assigned Problem Access
| Restricts access to the Problems tab.
|-
| Recurring Task Access
| Restricts access to recurring Tasks.
|-
| Request Assignment
| Restricts access to assigning Requests.
|-
| Problem Assignment
| Restricts access to assigning Problems.
|-
| Restrict Request Classes
| When set to ''Yes'', the Analyst will not be able to view Requests in Request Classes what they have not been assigned to.
|-
| Default Group
| Sets the Analyst's default group.
|-
| Edit Request ListView
| Allows analyst to edit the Request list view.
|-
| Edit Problem ListView
| Allows analyst to edit the Problem list view.
|-
| Edit Survey ListView
| Allows analyst to edit the Survey list view.
|-
| Can Use Suspend
| Allows analyst to suspend Requests.
|-
| Can Set Change Approval Status
| Allows analyst to set Change approval status.
|-
| Dashboard Access
| Allows Analysts to view the Dashboard.
|-
| Assigned Request Access
| Controls whether the Analyst can see only their assigned Requests, the Requests assigned to their Group, or both.
|-
| Assigned Change Access
| Restricts access to changes.
|-
| Restrict Analyst Calendar
| Restricts access to calendar.
|-
| Request Ownership
| Restricts access on request ownership.
|-
| Change Assignment
| Restricts access on change assignment.
|-
| Closed Request Change Close Date
| Restricts access to change request close dates.
|-
| Edit Task ListView
| Restricts access to edit the task list view.
|-
| Edit Change ListView
| Restricts access to edit the change list view.
|-
| Edit Select End User ListView
| Restricts access to edit the end user list view.
|-
| Show Only Analyst Within Group
| Shows only the analyst in a shared group when making assignments.
|-
| Can Manage Change Approver List
| Allows analyst to manage the change approver list for changes.
|-
|}

==Site Access==
This area defines Site access restrictions for the Analyst. For example, you may want to restrict Analysts to only access Requests and Statistics at their Site. This also controls access to White Board Messaging and Incoming Email access.

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color: #FFFFFF"|Setting
! style="background:#009999; width: 250px; color: #FFFFFF"|Value
! style="background:#009999; width: 550px; color: #FFFFFF"|Description
|-
|Site Request Access
|No Restrictions
|Analyst can access Requests at any site.
|-
|
|Show and Assign Requests at Analyst Sites Only
|Analyst is restricted to viewing and assigning Requests at any sites to which they have been assigned.
|-
|End User Access
|No Restrictions
|Analyst can see all End Users in the system.
|-
|
|Show End Users at Analyst Sites Only
|Analyst can only see End Users that have been assigned to the same sites.
|-
|Analyst Groups Access
|No Restrictions
|Allow Analyst to see any Analyst Group.
|-
|
|Show Analyst Groups at Analyst Sites Only
|Only allow Analyst to see Analyst Groups that have been assigned the same site as the Analyst.
|-
|Analyst Priority Access
|No Restrictions
|No restrictions
|-
|
|Assign Priority at Analyst Sites Only
|
|-
|Analyst Incoming Mail Access
|No Incoming Mail
|Analyst cannot see the Incoming Mail page.
|-
|
|Default Incoming Mail Only
|Analyst can see Incoming Mail for the account configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''. This is the default account.
|-
|
|Sites & Default Incoming Mail
|Analyst can see Incoming Mail for any '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site#Email|Site accounts]]''' as well as the default account.
|-
|
|Sites Only
|Analyst can see Incoming Mail only for Sites to which he is assigned.
|-
|Asset Access
|No Restrictions
|Analyst can see all assets.
|-
|
|Show Assets at Analyst Sites Only
|Analyst can only see Assets that have been assigned the same Sites as the Analyst.
|-
|Statistics Access
|No Restrictions
|Analyst can view Statistics in the '''[[Layton ServiceDesk™ - Reporting|Reporting]]''' module.
|-
|
|Show Statistics at Analyst Sites Only
|Analyst can see Statistics for their assigned Sites only.
|-
|Allow Assign To Irrespective Of Site
|On
|Analyst can assign to other Analysts in any site.
|-
|
|Off
|Analyst can only assign to other Analysts in the same Sites that have been assigned to the Analyst.
|-
|Analyst Whiteboard Access
|No Restrictions
|Analyst can see all Whiteboard messages
|-
|
|Show Message for Analyst Sites only
|Analyst can see only messages that have been assigned the same Site.
|-
|
|Show Message for Analyst Groups Only
|Analyst can see only messages that have been assigned to an Analyst Group that he is part of.
|-
|
|Show Messge for Analyst Sites and Groups Only
|Analyst can see only messages that have been assigned the same Site or Analyst Group.
|-
|}

==Comment==
This tab defines Comment privileges, whether Analysts have the ability to edit, delete, make and view public/private.

{| class="wikitable" border="1"
! style="background:#009999; width: 150px; color: #FFFFFF"|Setting
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-
| Delete
| Allows an Analyst to delete Comments.
|-
| Make Public/Private
| Controls whether an Analyst can set a Comment to public or private. If set to ''No'', any Comment created or imported by the Analyst will take the default system setting.
|-
| Edit
| Allows an Analyst to edit Comments.
|-
| Private Comments
| Allows an Analyst to view every private comment or only those associated with a Group to which they belong.
|-
|}

==Escalation & Overflow==
You can enter email addresses here to send out escalation notifications based on the individual analyst which are separate from the general Priority escalation configuration emails. If you enter the Analyst's own email address or that of their manager's, when a request that is assigned to this Analyst escalates it will send an email notification to this email address, in addition to the email that is sent out based on the Priority escalation email settings.

=Copy Settings=
To copy the settings from an Analyst to another or others, from the list view, click the Edit button [[File:Lsd btn edit 24px.png|link=]].

The ''Copy ''Analyst'' Settings To'' page will open. Check the boxes to indicate the settings that you want to copy to other Analysts.

[[File:Lsd man analyst copy stgs.png|center|link=]]

In the above example, all settings will be copied to Chris Dunn. The Request Classes will be copied to Jim Clark. Analyst Skills will be copied to Julia Westwood. Analyst Settings will be copied to Pete Smith.

Click the Save button [[File:Lsd btn save.png|link=]] to copy the settings.

An Analyst can be created manually for the purpose of storing a set of settings. The Analyst should be disabled to remove it from the licence count. This analyst can then be used to set or reset other analysts' settings without otherwise appearing in the system.

=Delete Analyst=
To delete an Analyst, click the Delete button [[File:Lsd delete 16px.png|link=]] in the Delete column for the Analyst. You will be asked to confirm.

Note that you can't delete an Analyst who is assigned to a request. Either reassign any requests they are associated with or consider disabling them (see '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#General Settings|General Settings]]''' above). Disabling preserves history and removes the Analyst from the pool of licenses, freeing up a license and hides them from any analyst-selection dialog.
[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Next article in this series: ''Manage Analyst Group'']] [[File:Btn forward.png|link=Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Settings - Company Structure - Manage Analyst

2014-08-20T21:31:46Z

Tscholl: /* Skills */

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
__FORCETOC__
=Definition=
''Analysts'' can be front-line help desk personnel or second-line support or any level of support staff, as required. Analysts are defined using '''Administration > Company Structure > Manage Analyst''' where their Name, Password and Security Group or level of system access is defined. The two levels of Group Security provide Administrator access (All system functions available) and Standard access (Administration function not available). Support Analysts or second line support who have Requests assigned to them are normally given Standard access.

[[File:2011-02-28 1705.png|center|link=|Manage Analyst Page]]

Other system fields are '''Manual Assign''' and '''Allow Auto Assign''', which define whether the Analyst is available or allowed to receive assignment, either manually or automatically assigned to him/her. This is where Analysts can be selected as absent, i.e. on holiday, etc., but generally are both set to ''Yes''.

Although you may be content with the default data fields and design, the screen and data content is configurable, so you can add, delete or change fields as required. You must always define new data fields before adding them to the form. See the '''[[Layton ServiceDesk™ - Configuring the System - Data Design|Data Design]]''' section for information on how to add data fields, and the '''[[Layton ServiceDesk™ - Configuring the System - Form Design|Form Design]]''' section for details on how to design or change forms.

=Analyst Properties=
Access the Analyst Properties for an analyst by clicking their Username or Name.

[[File:Lsd analyst prop.png|link=]]

=Request Class=
This Analyst setting determines which Request Classes the Analyst will have access to. Request Classes is a powerful feature which provides the ability to define multiple request forms for different types of Requests such as IT Incident, Service Request, New User Requests etc. See '''[[Layton ServiceDesk™ - Settings - Libraries - Request Classes|Request Classes]]''' for more information.

Click the Edit button [[File:Pencil.png|link=]] in the Request Class column for the Analyst. check the Request Classes they should have access to. If no Request Classes are checked, the Analyst will have access to all Request Classes, same as if all are checked. If some are checked, the Analyst will only be able to see tabs in the Request List View for those that are checked.

[[File:Lsd mge analyst req class.png|center|link=]]

=Skills=
Analyst skills, or job responsibilities, are directly linked to the Request Types used for categorizing Requests and one of the methods that Layton ServiceDesk can use to automatically assign requests. They are also used to automatically prompt and assign which Analyst is best suited or have the appropriate skills for a particular Request. These can be entered later when the Request Types are completed, or at any time.

To select Skills for a particular analyst, click the edit button under the Skills column. A pop up screen will display the Request Types hierarchy and you can simply select the appropriate Skill (Request Types) for this Analyst. An Analyst can have any number of Skills or Request Types, but use the highest level in the tree structure possible to cover their skills. For example, a network specialist would probably have all network issues assigned to him so the Request Type ''Network Issues'' would be selected although there may be a number of sub levels or specific Request Types in the structure below ''Network Issues''. See the Request Type section for further details.

=Site=
If you have defined multiple sites then you may specify at which sites analysts are by clicking the edit button in the Sites column from the Manage Analyst page. These are the sites at which the Analyst works or is responsible for manage requests from End Users at these Sites. They can be added and removed as Skills are.

=Settings=
This section has settings which can Disable the Analyst, set their Home Screen and page Refresh Interval which can also be set by the Analyst in the '''Main Menu > Settings''' section. Any settings changes will not take effect until they log in again. Each Analyst has a number of individual settings which are categorized in a Tab view. These are accessed through the Manage Analyst screen by clicking the Edit button [[File:Pencil.png|link=]] in the Settings column for the Analyst required.

==General Settings==

[[File:Lsd mge analyst stgs gen stgs.png|link=]]

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color:#FFFFFF"|Setting
! style="background:#009999; width: 800px; color:#FFFFFF"|Description
|-
| Analyst Disabled
| Disables the analyst. Increases the available analyst license count and removes the analyst from all other analyst lists in the system.
|-
| NTLM Login
| Allows analyst to login with NTLM passthrough authentication.
|-
| Product Updates
| Analyst will be notified when a new upgrade is released.
|-
| Auto Refresh Interval
| Controls the page refresh frequency of the request list view.
|-
| Home Screen
| Configures the page linked to by the Home buttons.
|-
| Color
| Sets the analyst color.
|-
|}

==Access Restrictions==
This tab contains access restrictions pertaining to the Analyst, for viewing requests, running Reports and viewing Statistics, allowing Request Ownership & Assignment, as well as other options.

{| class="wikitable" border="1"
! style="background:#009999; width: 250px; color: #FFFFFF"|Setting
! style="background:#009999; width: 750px; color: #FFFFFF"|Description
|-
| Reports Access
| Controls access to the reporting module.
|-
| Statistics Access
| Controls access to statistics reports in the reporting module.
|-
| Assigned Problem Access
| Restricts access to the Problems tab.
|-
| Recurring Task Access
| Restricts access to recurring Tasks.
|-
| Request Assignment
| Restricts access to assigning Requests.
|-
| Problem Assignment
| Restricts access to assigning Problems.
|-
| Restrict Request Classes
| When set to ''Yes'', the Analyst will not be able to view Requests in Request Classes what they have not been assigned to.
|-
| Default Group
| Sets the Analyst's default group.
|-
| Edit Request ListView
| Allows analyst to edit the Request list view.
|-
| Edit Problem ListView
| Allows analyst to edit the Problem list view.
|-
| Edit Survey ListView
| Allows analyst to edit the Survey list view.
|-
| Can Use Suspend
| Allows analyst to suspend Requests.
|-
| Can Set Change Approval Status
| Allows analyst to set Change approval status.
|-
| Dashboard Access
| Allows Analysts to view the Dashboard.
|-
| Assigned Request Access
| Controls whether the Analyst can see only their assigned Requests, the Requests assigned to their Group, or both.
|-
| Assigned Change Access
| Restricts access to changes.
|-
| Restrict Analyst Calendar
| Restricts access to calendar.
|-
| Request Ownership
| Restricts access on request ownership.
|-
| Change Assignment
| Restricts access on change assignment.
|-
| Closed Request Change Close Date
| Restricts access to change request close dates.
|-
| Edit Task ListView
| Restricts access to edit the task list view.
|-
| Edit Change ListView
| Restricts access to edit the change list view.
|-
| Edit Select End User ListView
| Restricts access to edit the end user list view.
|-
| Show Only Analyst Within Group
| Shows only the analyst in a shared group when making assignments.
|-
| Can Manage Change Approver List
| Allows analyst to manage the change approver list for changes.
|-
|}

==Site Access==
This area defines Site access restrictions for the Analyst. For example, you may want to restrict Analysts to only access Requests and Statistics at their Site. This also controls access to White Board Messaging and Incoming Email access.

{| class="wikitable" border="1"
! style="background:#009999; width: 200px; color: #FFFFFF"|Setting
! style="background:#009999; width: 250px; color: #FFFFFF"|Value
! style="background:#009999; width: 550px; color: #FFFFFF"|Description
|-
|Site Request Access
|No Restrictions
|Analyst can access Requests at any site.
|-
|
|Show and Assign Requests at Analyst Sites Only
|Analyst is restricted to viewing and assigning Requests at any sites to which they have been assigned.
|-
|End User Access
|No Restrictions
|Analyst can see all End Users in the system.
|-
|
|Show End Users at Analyst Sites Only
|Analyst can only see End Users that have been assigned to the same sites.
|-
|Analyst Groups Access
|No Restrictions
|Allow Analyst to see any Analyst Group.
|-
|
|Show Analyst Groups at Analyst Sites Only
|Only allow Analyst to see Analyst Groups that have been assigned the same site as the Analyst.
|-
|Analyst Priority Access
|No Restrictions
|No restrictions
|-
|
|Assign Priority at Analyst Sites Only
|
|-
|Analyst Incoming Mail Access
|No Incoming Mail
|Analyst cannot see the Incoming Mail page.
|-
|
|Default Incoming Mail Only
|Analyst can see Incoming Mail for the account configured in '''[[Layton ServiceDesk™ - Settings - System Settings - Email Server Settings|Email Server Settings]]'''. This is the default account.
|-
|
|Sites & Default Incoming Mail
|Analyst can see Incoming Mail for any '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Site#Email|Site accounts]]''' as well as the default account.
|-
|
|Sites Only
|Analyst can see Incoming Mail only for Sites to which he is assigned.
|-
|Asset Access
|No Restrictions
|Analyst can see all assets.
|-
|
|Show Assets at Analyst Sites Only
|Analyst can only see Assets that have been assigned the same Sites as the Analyst.
|-
|Statistics Access
|No Restrictions
|Analyst can view Statistics in the '''[[Layton ServiceDesk™ - Reporting|Reporting]]''' module.
|-
|
|Show Statistics at Analyst Sites Only
|Analyst can see Statistics for their assigned Sites only.
|-
|Allow Assign To Irrespective Of Site
|On
|Analyst can assign to other Analysts in any site.
|-
|
|Off
|Analyst can only assign to other Analysts in the same Sites that have been assigned to the Analyst.
|-
|Analyst Whiteboard Access
|No Restrictions
|Analyst can see all Whiteboard messages
|-
|
|Show Message for Analyst Sites only
|Analyst can see only messages that have been assigned the same Site.
|-
|
|Show Message for Analyst Groups Only
|Analyst can see only messages that have been assigned to an Analyst Group that he is part of.
|-
|
|Show Messge for Analyst Sites and Groups Only
|Analyst can see only messages that have been assigned the same Site or Analyst Group.
|-
|}

==Comment==
This tab defines Comment privileges, whether Analysts have the ability to edit, delete, make and view public/private.

{| class="wikitable" border="1"
! style="background:#009999; width: 150px; color: #FFFFFF"|Setting
! style="background:#009999; width: 850px; color: #FFFFFF"|Description
|-
| Delete
| Allows an Analyst to delete Comments.
|-
| Make Public/Private
| Controls whether an Analyst can set a Comment to public or private. If set to ''No'', any Comment created or imported by the Analyst will take the default system setting.
|-
| Edit
| Allows an Analyst to edit Comments.
|-
| Private Comments
| Allows an Analyst to view every private comment or only those associated with a Group to which they belong.
|-
|}

==Escalation & Overflow==
You can enter email addresses here to send out escalation notifications based on the individual analyst which are separate from the general Priority escalation configuration emails. If you enter the Analyst's own email address or that of their manager's, when a request that is assigned to this Analyst escalates it will send an email notification to this email address, in addition to the email that is sent out based on the Priority escalation email settings.

=Copy Settings=
To copy the settings from an Analyst to another or others, from the list view, click the Edit button [[File:Lsd btn edit 24px.png|link=]].

The ''Copy ''Analyst'' Settings To'' page will open. Check the boxes to indicate the settings that you want to copy to other Analysts.

[[File:Lsd man analyst copy stgs.png|center|link=]]

In the above example, all settings will be copied to Chris Dunn. The Request Classes will be copied to Jim Clark. Analyst Skills will be copied to Julia Westwood. Analyst Settings will be copied to Pete Smith.

Click the Save button [[File:Lsd btn save.png|link=]] to copy the settings.

An Analyst can be created manually for the purpose of storing a set of settings. The Analyst should be disabled to remove it from the licence count. This analyst can then be used to set or reset other analysts' settings without otherwise appearing in the system.

=Delete Analyst=
To delete an Analyst, click the Delete button [[File:Lsd delete 16px.png|link=]] in the Delete column for the Analyst. You will be asked to confirm.

Note that you can't delete an Analyst who is assigned to a request. Either reassign any requests they are associated with or consider disabling them (see '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst#General Settings|General Settings]]''' above). Disabling preserves history and removes the Analyst from the pool of licenses, freeing up a license and hides them from any analyst-selection dialog.
[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group|Next article in this series: ''Manage Analyst Group'']] [[File:Btn forward.png|link=Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst Group]]
[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]

Layton ServiceDesk - Procedures - General - Sending your Database to Support

2014-08-20T21:23:02Z

Tscholl:

[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|Back to Contents]]
On occasion, Support may need to examine your database to understand the cause of an issue or to repair your database. Here are the instructions on how to send:

'''Please indicate which version of SQL Server you are using. Please also supply the password for the built-in ''admin'' account.'''

#Back up the SQL database to a .bak file. Note the following settings: [[File:Lsd db backup01.png|link=]] [[File:Lsd db backup02.png|link=]]
#Please indicate the '''version number''' of Layton ServiceDesk and the '''version of SQL Server''' you are using. It is suggested that you use this naming convention for the backup file:<code>lsd_VERSION_sqlVERSION_YEARMONTHDAY.bak</code>For example, if you were backing up a version 6.4.8.1 database running on SQL Server 2008 R2 on 29 April 2014, the resultant filename would be:<code>lsd_6481_sql2008r2_20140429.bak</code>
#'''Important!''' You must zip the file before sending to greatly reduce its size. Send the .zip file to Support via our '''[http://laytontech.leapfile.net upload service]'''.

Main Page

2014-08-20T20:05:29Z

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

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" align="left"
|
====Welcome to the Layton Technology Wiki Support Portal====

You will find everything you need in our new Wiki Support Portal; including user guides, release notes, access to the secure customer area to download the latest product updates—it's all here in one convenient place.

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

[[File:black_line.png]]

{| class="wikitable" border="1"
! style="background:#E2E2E2;" width="200"|Product
! style="background:#E2E2E2;" width="200"|Current Version
! style="background:#E2E2E2;" width="200"|Release Date
|-
|[[User_Guide_for_Layton_ServiceDesk™|Layton ServiceDesk]]
|[[Layton ServiceDesk™ - Release Notes - Version 6.5.2|6.5.2]]
|04 August 2014
|-
|[[User_Guide_for_AuditWizard|AuditWizard]]
|[[AuditWizard™ - Release Notes - AuditWizard 8.4.2|8.4.2]]
|20 August 2014
|}

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

</tr>
</table>

AuditWizard - Release Notes

2014-08-20T20:05:02Z

Tscholl:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
=Current Version=
*'''[[AuditWizard™ - Release Notes - AuditWizard 8.4.2|AuditWizard 8.4.2]]'''

=Previous Versions=
*[[AuditWizard™ - Release Notes - AuditWizard 8.4.1|AuditWizard 8.4.1]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.4.0|AuditWizard 8.4.0]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.3.5.1|AuditWizard 8.3.5.1]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.3.4|AuditWizard 8.3.4]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.3.1|AuditWizard 8.3.1]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.3|AuditWizard 8.3.0]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.2.1|AuditWizard 8.2.1]]
*[[AuditWizard™ - Release Notes - AuditWizard 8.2|AuditWizard 8.2.0]]
*[[AuditWizard 8.1.6|AuditWizard 8.1.6]]
*[[AuditWizard 8.1.4|AuditWizard 8.1.4]]
*[[AuditWizard 8.1.3|AuditWizard 8.1.3]]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8120 AuditWizard 8.1.2.0]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8027 AuditWizard 8.0.2.7]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8026 AuditWizard 8.0.2.6]
*[http://archive.laytontechnology.com/support/aw_release.asp#v8014 AuditWizard 8.0.1.4]
*[http://archive.laytontechnology.com/support/aw_release.asp#v714 AuditWizard 7.1.4]

Layton ServiceDesk - Release Notes

2014-08-04T14:22:50Z

Tscholl:

[[File:btn_back_up.png|link=Main Page]] [[Main Page|Back to Main Page]]
=Current Version=
*'''[[Layton ServiceDesk™ - Release Notes - Version 6.5.2|Version 6.5.2]]'''

=Previous Versions=
*[[Layton ServiceDesk™ - Release Notes - Version 6.5|Version 6.5]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.8.1|Version 6.4.8.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.8|Version 6.4.8]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.6.1|Version 6.4.6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.2|Version 6.4.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.4.1|Version 6.4.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.9.1|Version 6.3.9.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.9|Version 6.3.9]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.8.3|Version 6.3.8.3]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.8.1|Version 6.3.8.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.7|Version 6.3.7]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.6|Version 6.3.6]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.2|Version 6.3.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.3.1|Version 6.3.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.2|Version 6.2]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.1|Version 6.1]]
*[[Layton ServiceDesk™ - Release Notes - Version 6.0|Version 6.0]]

Main Page

2014-08-04T14:21:41Z

Tscholl:

__NOTOC__
<table width="1000" border="0">
<tr>
<td width="70%" valign="top">
{| border="0" width="550" align="left"
|
====Welcome to the Layton Technology Wiki Support Portal====

You will find everything you need in our new Wiki Support Portal; including user guides, release notes, access to the secure customer area to download the latest product updates—it's all here in one convenient place.

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

[[File:black_line.png]]

{| class="wikitable" border="1"
! style="background:#E2E2E2;" width="200"|Product
! style="background:#E2E2E2;" width="200"|Current Version
! style="background:#E2E2E2;" width="200"|Release Date
|-
|[[User_Guide_for_Layton_ServiceDesk™|Layton ServiceDesk]]
|[[Layton ServiceDesk™ - Release Notes - Version 6.5.2|6.5.2]]
|04 August 2014
|-
|[[User_Guide_for_AuditWizard|AuditWizard]]
|[[AuditWizard™ - Release Notes - AuditWizard 8.4.1|8.4.1]]
|10 June 2013
|}

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

</tr>
</table>

Layton ServiceDesk - Release Notes - Version 6.5.2

2014-07-29T17:09:01Z

Tscholl:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.2 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the [http://client.laytontechnology.com/ client support portal] to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally run the upgrade installer '''lsd65_upgrade.exe'''.

=New Features=
*187 '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Statuses#Automatic_Closure_Option|Request Status Automatic Request closure]]'''. Requests will be closed after a set period or number of days have lapsed and the Status has not changed.
*194 '''[[Layton_ServiceDesk™_-_General_Settings_-_Security#Global_End_User_Security|Link Documents to End Users]]'''. Documents are linked using Manage End User or when logging requests and Edit End User. Documents are viewed against the User on the Analyst Request form.
*195 '''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_End_User#Contract|End User Contract Expiration Alert]]'''. New facility allows contract start and end dates to be entered against End Users. If contact dates entered and current date exceeds contract end date then an alert message is displayed. Contract dates are added using End User Form Design.

=Bug Fixes=
*267 Unable to Save Task in IE11
*280 Change Request email notifications are not being sent
*281 Disabled Analysts who are members of an Analyst Group should not be sent email notifications
*289 Time Out issue opening Manage Site when many Sites.
*290 Error received after adding sys_company_id to Request list view
*291 Cannot delete Company as the Company is linked to every Site
*295 Cannot disable End User after searching End User
*309 Requests not being saved for a particular customer database due to validation rules
*313 End User login times out after saving a new Change Request
*315 Priority field is lost when End User closes a Request

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.2

2014-07-29T14:32:50Z

Tscholl:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.2 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the [http://client.laytontechnology.com/ client support portal] to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally run the upgrade installer '''lsd65_upgrade.exe'''.

=New Features=
*187 '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Statuses#Automatic_Closure_Option|Request Status Automatic Request closure]]'''. Requests will be closed after a set period or number of days have lapsed and the Status has not changed.
*194 '''[[Layton_ServiceDesk™_-_General_Settings_-_Security#Global_End_User_Security|Link Documents to End Users]]'''. Documents are linked using Manage End User or when logging requests and Edit End User. Documents are viewed against the User on the Analyst Request form.
*195 '''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_End_User#Contract|End User Contract Expiration Alert]]'''. New facility allows contract start and end dates to be entered against End Users. If contact dates entered and current date exceeds contract end date then an alert message is displayed. Contract dates are added using End User Form Design.

=Bug Fixes=
*267 Unable to Save Task in IE11
*280 Change Request email notifications are not being sent
*281 Disabled Analysts who are members of an Analyst Group should not be sent email notifications
*289 Time Out issue opening Manage Site when many Sites.
*290 Error received after adding sys_company_id to Request list view
*291 Cannot delete Company as the Company is linked to every Site
*295 Cannot disable End User after searching End User
*309 Requests not being saved for a particular customer database due to validation rules
*313 End User login times out after saving a new Change Request
*315 Priority field is lost when End User closes a Request

[[Category:Update Notes]]

Layton ServiceDesk - Release Notes - Version 6.5.2

2014-07-29T14:24:10Z

Tscholl:

[[File:btn_back_up.png|link=Layton ServiceDesk™ - Release Notes]] [[Layton ServiceDesk™ - Release Notes|Back to List]]
=Upgrading=
ServiceDesk v6.5.2 is a minor release of the product. The upgrade may be applied to any version of 6.2.0 or later.

Please log in to the [http://client.laytontechnology.com/ client support portal] to download the upgrade installer. To install the upgrade, first extract all files from the archive, back up your database, stop the IIS Admin service, stop the LaytonServiceDesk service, and finally run the upgrade installer '''lsd65_upgrade.exe'''.

=New Features=
*187 '''[[Layton_ServiceDesk™_-_Settings_-_Libraries_-_Request_Statuses#Automatic_Closure_Option|Request Status Automatic Request closure]]'''. Requests will be closed after a set period or number of days have lapsed and the Status has not changed.
*194 '''[[Layton_ServiceDesk™_-_General_Settings_-_Security#Global_End_User_Security|Link Documents to End Users]]'''. Documents are linked using Manage End User or when logging requests and Edit End User. Documents are viewed against the User on the Analyst Request form.
*195 '''[[Layton_ServiceDesk™_-_Settings_-_Company_Structure_-_Manage_End_User#Contract|End User Contract Expiration Alert]]'''. New facility allows contract start and end dates to be entered against End Users. If contact dates entered and current date exceeds contract end date then an alert message is displayed. Contract dates are added using End User Form Design.

=Bug Fixes=
*267 Unable to Save Task in IE11
*280 Change Request email notifications are not being sent
*281 Disabled Analysts who are members an Analyst Group should not be sent email notifications
*289 Time Out issue opening Manage Site when many Sites.
*290 Error received after adding sys_company_id to Request list view
*291 Cannot delete Company as the Company is linked to every Site
*295 Cannot disable End User after searching End User
*309 Requests not being saved for a particular customer database due to validation rules
*313 End User login times out after saving a new Change Request
*315 Priority field is lost when End User closes a Request

[[Category:Update Notes]]