Layton ServiceDesk - System Overview - Revision history

Jpainter: Updated links

2016-10-10T05:23:34Z

Updated links

Jpainter: Jpainter moved page Layton ServiceDesk™ - System Overview to Layton ServiceDesk - System Overview: Removed the TM symbol for a cleaner URL

2016-10-10T05:12:46Z

Jpainter moved page Layton ServiceDesk™ - System Overview to Layton ServiceDesk - System Overview: Removed the TM symbol for a cleaner URL

Jpainter: Minor text changes

2016-10-10T05:12:05Z

Minor text changes

Jpainter: Added Take Assignment button icon and link

2015-03-10T00:07:13Z

Added Take Assignment button icon and link

Jpainter: Minor formatting changes

2015-03-10T00:03:42Z

Minor formatting changes

Jpainter: Moved section up one level in the hierarchy

2015-03-10T00:02:25Z

Moved section up one level in the hierarchy

Jpainter: Minor formatting changes

2015-03-10T00:01:38Z

Minor formatting changes

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Jpainter: Added links

2014-05-22T01:34:14Z

Added links

Jpainter: Updated link to "Layton ServiceDesk™ - Configuring the System - Default List Views"

2013-11-25T23:17:55Z

Updated link to "Layton ServiceDesk™ - Configuring the System - Default List Views"

Tscholl: /* Company */

2013-06-12T18:44:30Z

‎Company

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 Once an End User logs a Request, it can be recorded in the system as an '''”Unassigned Request”''', i.e. no Analyst has been assigned to the Request, or it can be automatically assigned to an Analyst or Analyst Group depending on skills and/or work load. If auto assignment is switched off in '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''', then the request will remain unassigned and it will appear in the '''Unassigned Request drop-down filter''' in the Main Menu. The number of Unassigned Requests in the system will also be displayed in the Requests Statistics section of the '''Dashboard.'''
-Any Analyst can then view the '''Unassigned Requests''' and take assignment of any Request by selecting the '''“Take Assignment”''' icon under the Assignee column. Otherwise, with the auto assignment option on, the Request will appear in the relevant Analyst list view or Analyst Group Queue.
+Any Analyst can then view the '''Unassigned Requests''' and take assignment of a Request by selecting the Take Assignment button [[File:Lsd take assignment 16px.png|link=]] the Assignee column. Otherwise, with the auto assignment option on, the Request will appear in the relevant Analyst list view or Analyst Group Queue.
 End User Requests logged by email will follow the same procedure as above in that they can be created as unassigned or automatically assigned depending on work load and skills using key words in the email. Alternatively, Email Requests can be viewed first (in the Incoming Email queue) and created manually by the support Analyst. The Incoming Email queue is accessed by clicking on the envelope icon in the main menu. An Analyst must be given access to the Email Pending queue by enabling ''Analyst Incoming Mail Access'' in '''[[Layton ServiceDesk™ - Settings - Company Structure - Manage Analyst|Administration > Company Structure > Manage Analyst > Settings > Site Access]]'''.
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 All system configurations, settings, screen and reports design are performed through the Administration Menu, however the Main Menu does provide the ability to define Analyst-specific settings and personal list views. A typical ServiceDesk configuration may consist of the first-line ServiceDesk analysts, all of whom may or may not have Administration access, and the support analysts, who would probably not have Administration access.
 ==Analyst Groups==

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 Request Assignment is where a Request is assigned to an Analyst or Analyst Group to resolve or respond. A Request may be assigned to any individual Analyst, whether a member of a Group or not, or assigned to a Group with or without also assigning to a specific Analyst.
-If the Request is assigned to a Group without also assigning to a specific Analyst, then the Request will appear in the Analyst Group Queue waiting for an Analyst in the Group to '''“Take Assignment”''' by selecting the Take Assignment icon under the Assignee column in the Request List view.
+If the Request is assigned to a Group without also assigning to a specific Analyst, then the Request will appear in the Analyst Group Queue waiting for an Analyst in the Group to take assignment by clicking the Take Assignment button [[File:Lsd take assignment 16px.png|link=]] under the Assignee column in the Request List view.
 Requests may be automatically assigned to the Analyst or Group suggested by the system, based on either Skills and/or Load Balancing. The system will auto-assign to either Analysts or Analyst Groups, but not to both at the same time. In addition, Requests may be automatically assigned to particular Analysts depending on individual Skills, which are based on Request Types. These can be Site or Department managers or specified Analysts who are responsible for certain issues which will override any general skills assignment.
-Additional Auto Assignment options may be configured using the Business Rules feature which can override other auto assignment options. For example, you may want to create a Business Rule so that if your CFO logs a request, it is automatically assigned to the ServiceDesk manager to be dealt with the highest priority.
+Additional Auto Assignment options may be configured using the '''[[Layton ServiceDesk™ - General Settings - Business Rules|Business Rules]]''' feature which can override other auto assignment options. For example, you may want to create a Business Rule so that if your CFO logs a request, it is automatically assigned to the ServiceDesk manager to be dealt with the highest priority.
 Requests submitted by End Users can be automatically assigned as detailed previously in End Users. See '''[[Layton ServiceDesk™ - General Settings - Auto Assignment Options|Auto Assignment Options]]''' for further details on the auto assignment settings.
 <p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>
 ==Comments==
 Comments are updates or notes that can be appended to a Request, Problem or Change as it progresses through the system. Comments may be added to a Request by both the Analyst and the End User. Analysts may post Comments with a Public or Private status to either allow (Public) or disallow (Private) End Users from seeing the Comment. The Default Comment Status is set in '''[[Layton ServiceDesk™ - General Settings - Security#Global Analyst Security|Administration > General Settings > Security > Global Analyst Security]]'''.

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 ==Request Ownership==
-Request ownership and assignment is very flexible but it is important to understand and define the working method required. A Request is '''"owned"''' by an Analyst, which can be initially defaulted to the logged on ServiceDesk Analyst, and although subsequently the Request can be assigned to another Analyst and/or Group, the ownership can stay with the original ServiceDesk Analyst. This way, the Analyst is in control of the Requests he has received or processed, and he can be the one point of contact for the End User. The Request owners can also be the only person with authority to close Requests, provided the option is switched on using '''[[Layton ServiceDesk™ - General Settings - Security|Administration > General Settings > Security > Global Analyst Security > Close By Owner Only]]'''.
+Request ownership and assignment is very flexible but it is important to understand and define the working method required. A Request is ''owned'' by an Analyst, which can be initially defaulted to the logged on ServiceDesk Analyst, and although subsequently the Request can be assigned to another Analyst and/or Group, the ownership can stay with the original ServiceDesk Analyst. This way, the Analyst is in control of the Requests he has received or processed, and he can be the one point of contact for the End User. The Request owners can also be the only person with authority to close Requests, provided the option is switched on using '''[[Layton ServiceDesk™ - General Settings - Security|Administration > General Settings > Security > Global Analyst Security > Close By Owner Only]]'''.
 Alternatively, the ownership of a Request may be transferred to another Analyst, who may or may not be in the ServiceDesk Team, and who may or may not have the Request assigned to them.

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 The Whiteboard is a very effective way to communicate important information about the current status of services and outages and also to provide details of upcoming scheduled maintenance and other activities. Effective communication can help to reduce unnecessary Requests being logged in the system.
-===Survey===
+==Survey==
 Surveys may be generated by the system for the End User to complete when their request is closed. There is a list of user-defined questions and responses provided using a pre-determined value rate, e.g. 100, so the user responds with their opinion mark out of 100. The survey can be issued at any frequency, e.g. every closed request or every 10th or whatever is preferred. An email notification and a Whiteboard notice reminder may be sent to End Users for any incomplete surveys.
 The survey settings may be modified in '''[[Layton ServiceDesk™ - Surveys|Surveys]]''' and the survey form and questions may be customized in '''[[Layton ServiceDesk™ - Settings - Form Design - Survey|Administration > Form Design > Survey]]'''.
 <p align="right">[[Layton ServiceDesk™ - Flow Diagram |<u>Next article in this series: ''Flow Diagram''</u>]] [[File:Btn forward.png|link=Layton ServiceDesk™ - Flow Diagram]]</p>
 <p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk™]] [[User Guide for Layton ServiceDesk™|<u>Back to Contents</u>]]</p>

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 === Comments ===
-Comments are updates or notes that can be appended to a Request, Problem or Change as it progresses through the system.  Comments may be added to a Request by both the Analyst and the End User.  Analysts may post Comments with a Public or Private status to either allow (Public) or disallow (Private) End Users from seeing the Comment.
+When an Analyst adds a public Comment to a request, Layton ServiceDesk can send an email notification to the End User including the details of the Comment. Conversely, if the End User adds a Comment, Layton ServiceDesk will send an email to the Analyst that is assigned to the Request.
-When an Analyst adds a public Comment to a request, Layton ServiceDesk can send an email notification to the End User including the details of the Comment.  Conversely, if the End User adds a Comment, Layton ServiceDesk will send an email to the Analyst that is assigned to the Request.
+The Analysts also have an option to add a Comment and select additional Analysts, additional End Users, and external recipients who will be sent an email notification with the details of the Comment. These options are configured in '''[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Administration > Libraries > Email Settings & Bodies]]'''.
-The Analysts also have an option to add a Comment and select additional Analysts, additional End Users, and external recipients who will be sent an email notification with the details of the Comment. These options are configured in '''[[Layton ServiceDesk™ - Settings - Libraries - Email Settings & Bodies|Email Settings & Bodies]]'''.
+If an End User replies to a Comment from an Analyst via email, Layton ServiceDesk can automatically convert this email into a Comment on the related request. Layton ServiceDesk will then email the Analyst with the details of the End User's Comment and send an acknowledgment to the End User.
-−
-If an End User replies to a Comment from an Analyst via email, Layton ServiceDesk can automatically convert this email into a Comment on the related request.  Layton ServiceDesk will then email the Analyst with the details of the End User’s Comment and send an acknowledgment to the End User.
 === Tasks or Actions ===

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 '''Layton ServiceDesk™''' supports two types of user access, Analyst and End User (see below for definitions). In addition, Analysts have another level of security or system access known as their '''“Security Group”'''. There are two '''“Security Group”''' options, '''Administrator''' and '''Standard''', and depending which level is used determines the Menu structure displayed and functionality available to the Analyst. The '''Standard''' level will not provide access to the Administration Menu options.   Analysts in the Administrator group can access the Administration menu by clicking the administration icon in the main menu.
-The main system processing is conducted on the Main Menu '''Home Tab''', where new Requests, Problems and Changes are created, appropriate actions defined, solutions provided and list views and searches performed.  The type of List Views; Requests, Problems, Changes, Actions and Select End User (display and select), can be defined globally for all Analysts using '''[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Administration > Global List View > Default List Views]]''' .   Individual Analysts can also create their own custom list views in '''[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]'''.
+The main system processing is conducted on the Main Menu '''Home Tab''', where new Requests, Problems and Changes are created, appropriate actions defined, solutions provided and list views and searches performed.  The type of List Views; Requests, Problems, Changes, Actions and Select End User (display and select), can be defined globally for all Analysts using '''[[Layton ServiceDesk™ - Configuring the System - Default List Views|Administration > Global List View > Default List Views]]''' .   Individual Analysts can also create their own custom list views in '''[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]'''.
-The system may be configured to automatically display the required list view or screen required on entry to the system, e.g. Open Requests assigned for the Analyst logged on.  The Analyst’s Home Page settings can be accessed in '''[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]'''.  Global list views can also be copied down to all Analysts.  If needed, you can enforce the list view so individual analysts cannot change the view you create.  For more information, see '''[[Layton ServiceDesk™ - Global List Views / Analyst List Views|Global List View/Analyst List Views]]'''.
+The system may be configured to automatically display the required list view or screen required on entry to the system, e.g. Open Requests assigned for the Analyst logged on.  The Analyst’s Home Page settings can be accessed in '''[[Layton ServiceDesk™ - Analyst Settings|Analyst Settings]]'''.  Global list views can also be copied down to all Analysts.  If needed, you can enforce the list view so individual analysts cannot change the view you create.  For more information, see '''[[Layton ServiceDesk™ - Configuring the System - Default List Views|Global List View/Analyst List Views]]'''.

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 Layton ServiceDesk has the ability to support End Users or Clients from multiple companies.  This feature was designed primarily for Managed Service Providers or other ServiceDesk situations where support is being provided to external or third party customers.  The Company feature provides you with the ability to produce meaningful reports on a per-company basis.
-By default, the Company feature is disabled.  It can be enabled by turning on '''[[Layton ServiceDesk™ - Settings - System Settings - Application Settings#Company Level|Administration > System Settings > Application Settings > Company Level]]'''.
+By default, the Company feature is disabled.  It can be enabled by turning on '''Company Level''' in '''[[Layton ServiceDesk™ - Settings - System Settings - Application Settings#Company Level|Administration > System Settings > Application Settings]]'''.
 If the Company feature is enabled, you can use the LDAP (Active Directory) End User Import feature to create multiple Active Directory connections and map the connection to a specific Company which will assign the End Users to this Company.