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Layton ServiceDesk - Layton Technology, Inc.

1. If you have not setany system users up then user of Admin and Password of mib will provides initial entry to the system e AnalystMenu When accessing Layton ServiceDesk as an Analyst you will be presented with the Menu structure at the top of the screen and your Home screen or view as you have specified using My Settings Home Screen Otherwise you see the system default screen which is My Assigned Requests or Requests that have been assigned to you Layton Technology Page 101 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology eMag Nata Dashboard Home Calendar Search Settings Assets Solutions Reporting B View Requests B View Problems B View Changes View Tasks amp Whiteboard ss Group Queue oe New Requests All Open Requests IT Incidents General Request HR Requests Service Requests All Date Time End User Request Type Assignee 8 05 2010 12 03 00 PM Rob Smith hbogart Priority Due By Low 14 05 2010 3 00 00 PM 12 05 2010 4 37 00 PM 10 05 2010 12 45 00 PM 6 05 2010 11 00 00 AM E E a Ss Bile wv 6 05 2010 10 37 00 AM Rob Smith amp 3 05 2010 3 15 00 PM Rob Smith 29 04 2010 1 30 00 PM Admin 23 04 2010 4 56 00 PM Rob Smith Faults Printer Paper Jamming Gene Tierney 23 04 2010 4 47 00 PM Rob Smith E 23 04 2010 1 49 00 PM Admin Oo 3 30 04 2010 2 17 00 PM 30 04 2010 11 19 00 AM 4 05 2010 5 00 00 PM 29 04 2010 11 57 00 AM 10 04 2010 1 00 00 AM
2. SERVICEDESK Version 6 5 Users Guide LAYTON Technology INTRODUCTION HOW TO USE THIS GUIDE INSTALLATION PROCEEDURE SYSTEM OVERVIEW SYSTEM CONCEPTS AND TERMINOLOGY o Requests e Problems e Changes e System Access and Menu Structure e End Users e Analysts e Analyst Groups e Request Ownership e RequestAssignment e Comments e Tasks or Actions o Priority and Service Level Agreements e Request and Problem Escalation Process e Change Advisory Board CAB o Request Types e Solutions e Company e Site e Asset e Whiteboard e Survey a LAYTON Technology Layton ServiceDesk Process Flow Diagram http laytonsupport com index php oldid 1345 CONFIGURING THE SYSTEM MANAGE COMPANY SITE amp DEPARTMENT Layton Technology Layton ServiceDesk v6 User Manual v2 0 Page 2 of 178 10 12 12 12 13 13 13 14 15 16 16 16 17 17 18 18 19 19 20 20 21 21 22 22 22 23 24 Manage Company Manage Site Manage Department ANALYSTS ANALYST GROUPS AND CAB GROUPS Manage Analyst Analyst Request Classes Analyst Skills Analyst Sites Analyst Settings Manage Analyst Groups Manage CAB Group Manage Analyst Absence Type END USERS Import End Users via Active Directory LDAP Import End Users from a text file Manage End User Manual Entry End User Self Registration Add End Users on the fly CREATE AND DEFINE LIBRARIES Request Classes Request Type Request Statuses Request Template
3. Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Name of the user field the Drop Down List will be applied to The name of the Drop Down Listselected Identity or name of the Drop Down liston form Font of the Drop Down List Font sizeof the Drop Down List Color of the text inthe Drop Down List Tab Index or Tabbing order on form Mandatory field Mandatory field before closing Allows write access to the field by the selected Analysts only Name of the system field Identity of the field used on the design Font used for the field Font sizeused for the field Field text color Field sizeof length in characters Field height in characters Tab index or tabbing order on form Mandatory field Mandatory field before closing Allows write access to the field by the selected Analysts only Uses the HTML editor control for the field Adds the field to the Web Tab Location of an image sourcefile i e gif All images are located within the LaytonServiceDesk Application_Images folder See the Adding Images section for further details Sets the background color for a particular form Select the searchicon and then click on the required color and press Select Select Save to use the color andreturn to the form Note Background color for all forms is set using Administration System Settings Application Settings Sets a form specific background image Displays the Web Tab on the form See the Web
4. The following settings work in the same manner as described in the Request Settings section above Requested by Default amp Requested by Specified Assigned to Default amp Assigned to Specified Default Status Default Urgency Default Impact O O O O O Default Service The following Change settings define how Change approval workflows are handled Auto Set Approval Status to Approved on Unanimous Approval If turned ON when all Change Approvers have approved the Change it will automatically set the Change Approval Status to Approved If this setting is turned Off the Change Approval Status can be changed Layton Technology Page 165 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology manually by approved Analysts by selecting the Approval Status drop down list on the Change form For more information please see the Change Approval Process section Stop Approval Workflow Process on First Rejection lf turned ON the Change Approval workflow process will stop when an approver rejects the Change If this setting is turned Off the Change Approval workflow process will continue through each step in the workflow until completed even if itis rejected by one or more of the approvers Auto Set Approval Status to Rejected on First Rejection If this setting is turned ON the Change Approval Status will be automatically set to Rejected when any approver rejects the Change e General Auto Assignment Settings This s
5. LAYTON Technology SURVEYS Layton ServiceDesk has the ability to survey End Users when a request is closed This allows statistics to be produced to show how satisfied End Users are with the service they are receiving The survey process is triggered by closing a Request When a survey is issued a blank survey record is created against the closed Request and the End User receives an email asking them to login and complete the survey The survey takes the form of a designable form that can be designed in the FORMDESIGN section The survey allows the use of upto 20 ratings calledsys_ survey_rating 1tosys survey_rating 20 thatcan be placed onthe form nextto labels asking the End User questions Additional comments fields can be created as standard user defined fields These fields can be added to the Survey table using DATA DESIGN as normal Figure 17 below shows the process of survey creation Request is Closed Is Request N N End Due survey Create Survey Record End User Completes Survey Email End User Figure 17 Survey Creation Diagram Layton Technology Page 74 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Layton ServiceDesk makes a decision on whether or not to issue a survey ona closed request based on configuration settings in Administration General Settings Survey There are five different settings which are outlined below o Enable End UserSurvey This se
6. The LDAP End User import function allows you to connect to an Active Directory server or multiple servers and pull back user information The import can be processed manually or can be configured to allow Layton ServiceDesk to automatically create and update but not remove end users from information captured from Active Directory Field mappings Map Fields corel can be specified to ensure that all required data is captured and filters Filter Users icon W provide the ability to select which OU s or Users are imported e Setting up the LDAP Active Directory Connection To setup an LDAP connection goto Administration Utilities LDAP Active Directory Import End User Any existing LDAP connections willbe displayed in the list To create a new connection click the Add icon and thena pop up dialog will appear with the following configuration settings Server Name Thisis simply aname used to identify this LDAP connection Itis not mandatory and any value can be entered LDAP Active Directory This setting contains the type of LDAP connection Atthis stage only Active Directory is supported and so the two options are Active Directory of none LDAP Server This contains the LDAP Servertoconnectto An example stringis as follows LDAP SERVER1 Where SERVER1 isthe LDAP servername to connectto LDAP User Specify the user account that will be used to access the LDAP server The account used will need to have permission
7. Company Structure Manage Analyst Analyst Settings Access Restrictions Dashboard Access The two charts at the top of the Dashboard will display data based on Open Requests The grouping is based on the filter section above the chart The chart grouping options are by Analyst Analyst Group Company Site Department Priority and Status Layton Technology Page 81 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology The chart inthe bottom left hand corner will display data based on Open Problems The grouping is based on the filter section about the chart The chart grouping options are by Analyst Analyst Group Site Priority Status Impact and Urgency The chart inthe bottom right hand corner will display data based on Open Change The grouping is based on the filter section about the chart The chart grouping options are by Analyst Analyst Group Change Type Status Impact and Urgency By default the Layton Service Desk system has the Problem amp Change management functions enabled If your service desk system does not require the Problem amp Change management functions they can be disabled by going to Administration System Settings Application Settings Enable Problem and Change If the Problem amp Change management functions have been disabled the Problem amp Change charts will be converted into additional Request charts The Statics Panels in the left hand pane provide a range of data grouped
8. If you check the Purge Requests tick box you may either o Purge all Requests Closed before a certain date o Purgeallclosed Requests o Purge a Specific RequestID number If you check the Purge Tasks tick box you may either o Purgeall tasks completed before a certain date o Purge all completed tasks If you check the Purge Problems tick box you may either o Purgeall Problems Closed before a certain date o Purgeallclosed Problems o Purge a Specific Problem ID number If you check the Purge Change tick box you may either o Purgeall Changes Closed before acertain date o Purgeallclosed Changes o PurgeaSpecificChange ID number Layton Technology Page 150 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology If you check the Purge Solutions tick box you may choose Delete Dormant Solution to purge all solutions not inuse A dormant Solution is a Solution that has not been applied or linked to any Requests or Problems If you check the Purge End Users tick box you may Purge Dormant End Users who have never loggeda request EXPORT DATA The Export Data function provides the facility to export the contents of each database table toa CSV file The CSV file will include all table fields including the user defined ones The file can be down loaded by simply clicking on the table name A file download dialog box will prompt you to open or save the file CLEAR DOWN DATABASE The clear down database function
9. Layton Technology Page 107 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Service Impact amp Urgency Service The Business or IT Service can be selected from the drop down list This list of Services is defined under Administration Libraries Services Impact The Impact of the Request Incident can be selected from the drop down list This list of Impacts is defined under Administration Libraries Impact Urgency The Urgency of the Request can be selected from the drop down list The urgency list can be defined under Administration Libraries Urgency e Linking Requests andthe Parent Child relationship The Linked To field onthe Request form allows the request to be linked to another Request which is referred to as the Parent Request This function is useful in situations where you have received arequestfora particularissue and then other requests are subsequently logged by other End Users or Analysts forthe same issue These subsequent requests can be linked to the Parent Request and then once the Parent Request is resolved and closed the linked Child Requests can be automatically closed The setting which determines if this automatic closure of Child Requests is turned on can be found in Administration General Settings Request Settings Spawn Closure For more information on this setting see the Request Settings section When a request is Spawned from another Request using the Spawn cont
10. Layton Technology Page 12 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Problems Problem Managementisakey component of ITIL IT Infrastructure Library The purpose of Problem Managementis to identify and resolve the root causes of problems in the IT infrastructure and therefore eliminate future incidents relating to this problem The Problem amp Change Management functions in Layton ServiceDesk are enabled by default however if your ServiceDesk is not IT based or does not require this function it can be disabled by going to Administration System Settings Application Settings Enable Problem amp Change Problems can be created using one of the following methods o Manually created bythe support Analyst o A support Analyst can generate a Problem froma Request o A support Analyst can convert an incoming emailintoaProblem e Changes Change Managementis another key ITIL component The main objective of Change Managementis to ensure standardized procedures for the handling of changes to the IT infrastructure This will help to minimize the impact on services and prevent or reduce the impact of related incidents Requests for Change may result from Problems that have been identified in the IT infrastructure which requires a Change to resolve the underling root cause or they may arise from initiatives seeking to improve services and efficiencies The Problem amp Change Management functions in Layton Ser
11. a LAYTON Technology LOGGING A NEW REQUEST END USER New Requests are created or logged by End Users using Log New Request The End User Requestformis displayed allowing Request details to be entered as previously defined by the Administrator using Administration Form Design End User Request The amount and type of information to be entered by End Users is completely configurable This can be a limited view allowing basic or just enough information to record a Request or the same format as for Analysts providing full End User empowerment The latter would enable End Users to log maybe prioritize search the Solutions Base and even close their own Requests Although the End User Request form is configurable certain system fields will normally be required The example in Figure 47 shows the standard out of the box End User Request form Home Search Request Self Service Survey My Detail age Log New Request My Open Requests My Closed Requests 3 All My Requests End User Request Form Request Id Request Date 9 05 2010 1 44 PM End User Rob Smith Asset HP4350dtn amp Site Layton Technology sy Request Type Problem Summary Problem Description Solution Description SlComments 0 Attachments 0 Figure 47 End User Request Form Layton Technology Page 141 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e RequestNumber amp Time Stamp Request ID
12. 151 151 151 Application Settings Application Database Connection Application Terms Application Appearance Email Server Settings AuditWizard License Information GENERAL SETTINGS Request Settings Problem Settings Change Settings General Auto Assignment Settings Business Rules Security Survey Closed Periods Default Working Hours APPENDIX A MS SQL Server Database Connection Database Backup Method Connecting Using NT Authentication Trusted Connection Connecting Using SQL Server Authentication END USER LICENSE AGREEMENT Layton Technology Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Page 8 of 178 151 152 152 154 154 157 159 160 160 165 165 166 168 168 171 172 172 172 172 173 174 176 a LAYTON Technology INTRODUCTION Layton ServiceDesk is atotal Web based help desk solution providing access for both support personnel and end users from anywhere with Web access Layton ServiceDesk has been developed to be uncomplicated and easy to use and most of all extremely flexible and configurable Screens or pages can be modified to suit particular needs data fields can be added re labelled modified and re positioned as required The system has been set with default fields and values which may well suffice however the system provides the tools to make it easy to change the fields and appearance as required HOW TO USE THIS GUIDE This User Guide is int
13. 26 04 2010 4 45 00 PM 22 04 2010 10 13 00 AM Barry John Faults Printer Not Printing Gene Tierney 22 04 2010 2 27 00 PM Rob Smith E 31 03 2010 12 54 00 PM Barry John Admin 20 04 2010 10 45 00 AM Admin 26 04 2010 4 42 00 PM 26 04 2010 4 39 00 PM 22 04 2010 3 45 00 PM 20 04 2010 10 42 00 AM Admin 20 04 2010 10 39 00 AM Admin 16 04 2010 9 45 00 AM Rob Smith Gene Tierney 8 04 2010 11 14 00 AM Rob Smith Faults Network amp 23 03 2010 4 35 00 PM Rob Smith Business Software MYOB Admin Rae e e e e e e e g g e e oe e g 23 03 2010 4 19 00 PM Rob Smith HR Request Leave Request Pete Smith 23 03 2010 3 59 00 PM Rob Smith Business Software MYOB hbogart 23 03 2010 3 49 00 PM Rob Smith Business Software MYOB hbogart 23 03 2010 3 49 00 PM Rob Smith PABX PABX Test Alan Bird Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open i em SVTAHAAaQgagaaaananaaaaagaaaagq Figure 31 Request List View The example in Figure 31 shows the Menu structure and a sample default list view of My Assigned Requests or having logged into Layton ServiceDesk the screen that the Analyst is presented with The main Analyst activities are grouped underthe Home menuitem Thisis where all new Requests Tasks Problems and Changes are logged and existing ones viewed amended or progressed The following sections define the activities of the Menu butin order of Layton ServiceDesk functions and not Me
14. A new Request ID numberis automatically generated sequentially starting from one when arequestis created Until a new request is saved the Request ID field will be displayed as New Request Once the new Requestis saved the Request ID number will be displayed Request Date Automatically populated with the date and time that the Request was created The date and time can be amended if the security setting is enabledin Administration General Settings Security General Security Allow Request Date Edit By e End User Details End User The End User name will be automatically populated with those of the End User logging the Request e AssetIinformation Asset An Assetcan be a PC or any item that is support and can be entered as free format text or left blank If the AuditWizard link is implemented then the Asset can be entered or searched for by using the Select Asseticon The Find Asset screen will pop up allowing you to enter search criteria based on Asset Name IP Address Asset Tag User Name or Site When the search results are returned youcan select the required Assetor perform another search Ifthe setting AW Get Last Asset is turned ON in Administration System Settings AuditWizard AW Get Last Asset then when the End User logs a new Request it will automatically populate the Asset field with the last Asset that they logged acall against Ifthe setting End User View Asset is turned ON in Administration
15. Libraries Recurring Tasks Click onthe Add New button and inthe pop up window specify the name and schedule When this window is saved the Task Form will be presented Complete the Task template and then when you click save it will add the Task to the schedule Please note that the following system fields on the Task form will not be available for selection as they we be automatically generated when the Task is created Date Placed Status Scheduled Date Completed Date Also the Request ID Problem ID amp Change ID fields are not editable as the Recurring Task will not be linked to a Request Problem or Change Layton Technology Page 42 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Once you have added a Task if you would like to add further Tasks to this Recurring Task schedule simply click on the Add button and create another Task If a dependency workflow is required click on the Dependency column and specify the require dependence To view edit oradd another Task for an existing Recurring Task schedule click on the Tasks icon forthe relevant Recurring Task The Recurring Tasks are managed from the Administration Libraries Recurring Task section however if required the Recurring Tasks can also be displayed on a separate tab next to an Analysts View My Tasks listin the Main Menu Home View My Tasks This optionis an Analyst Security Setting which can be found at Administration Company Structure Manage
16. The type of List Views Requests Problems Changes Actions and Select End User display and select can be defined globally forall Analysts using Administration Global List Views Default List Views Individual Analysts can also create their own custom list views using Main Menu Settings List View Settings The system can 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 using Main Menu Settings Home Screen Global listviews can also be copied downto all Analysts If needed you can enforce the list view so individual analysts cannot change the view you create For more information see GLOBALLIST VIEWS ANALYST LIST VIEWS e EndUsers The End User is the person or user of equipment or services who willlog orsubmit a Requesttothe ServiceDesk End Users can be given access to log and progress their Requests or alternatively Requests can be logged ontheirbehalf End Users can also log Requests via email If End Users are given access then the following will apply The End User is given access to the ServiceDesk to log and progress their own Requests through screens or pages designed by the ServiceDesk Administrators End Users have simple Menu options which providethem with the ability to log and progress their own Requests End Users can also be given access to the Self Ser
17. To view the Email Pending queue click on the mail icon pA onthe right hand side of the main menu See Figure 49 below showing details of the email server settings Layton Technology Page 155 of 178 Layton ServiceDesk v6 User Manual v2 0 Email Server Settings Incoming POPS Server Account Fassword Outgoing SMTP Server User Password Display Name Auto Import Email Requests Email Additional Analysts On Analyst Comment Incoming o POP3 Server o Account o Password o Port O SSL Outgoing o SMTP Server forwarding User Password Display Name Port Email Reply Address SSL O O O O O O O Layton Technology mail laytontechnology com z HBAnalyst01 192 168 0 1 HBAnalyst01 SPREE E SE HBAnalyst View Pending Emails Figure 49 Email Server Settings Port Email Reply Email SSL Auto Import Email Comments a LAYTON Technology HBAnalyst01l laytontechnol HBAnalyst01 laytontechnol Specify the POP3 Mail Server E G mail mycompany com Specify the incoming mail account Specify the password for the incoming mail account The port used the default port for POP3 is 995 Selectif the POP3 Mail Server uses SSL Secure Sockets Layer Specify the SMTP Server that the mail is to be sentto for Specify the outgoing mail account Specify the outgoing mail account password Specify the outgoing mail account display name Specify the SMTP Server Port the default port fo
18. the field headings until you see the left and right arrows which will allow you to drag the field to the left or right to resize Layton Technology Page 90 of 178 Layton ServiceDesk v6 User Manual v2 0 CA LAYTON Technology LAYTON All Requests by Asset Om m 2 9 7 7 T y y y 7 Images and labels can be added to the reports using the add label and add images button onthe floating toolbar For more information please see the main form design section Exporting Reports The Layton ServiceDesk reports can be exported in the following formats PDF XLS or CSV Once a report has been run the PDF XLS and CSV icons will be displayed inthe reports sub menu Please note that when exporting the reportin XLS format Excel will prompt you that the file isina different format to the file extension and to verify the source Click Yes to this prompt and the report will be displayed as an XLS file Quick Tip When you export a report to PDF or schedule the report the data grid and charts are automatically scaled to fit the PDF perfectly you do not need to worry about how wide orlong the grid size is on the screen as Layton ServiceDesk willscale the grid to best fit the page layout however you may wish to change the page orientation if you have many columns and the grid is quite wide so maximze the amount of data you can get across the page PDF Reports In report design mode on the floating toolbar there is a PDF icon which allows you to s
19. 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology and then modify the End User form by using Administration Form Design End User For more information see the DATA DESIGN and FORM DESIGN sections The five methods of defining End Users are Import End Users via Active Directory LDAP Import End Users froma text file Manage End User Manual Entry End User Self Registration Add End Users on the fly Pe SN e ImportEnd Users via Active Directory LDAP End Users can be imported through the Active Directory LDAP protocol Layton ServiceDesk also provides the ability to connect to multiple LDAP servers For more information see the LDAP Active Directory IMPORT END USERS section e ImportEnd Users froma text file End User information can be imported using atab separated text file An example import file is located in the Layton ServiceDesk installation directory inthe Import sub folder i e LaytonService Desk Import This can be used as the basis for importing end users Once the import file has been created then the data can be imported into Layton ServiceDesk If you create your own import file that was exported from another program ensure itis ina tab delimited format The import file will be displayed so simply select the file and user data will be automatically imported See the IMPORT END USER CSV TXT section for more information e Manage End User Manual Entry End Users c
20. 2010 11 21 00 AM Admin Scheduled A 762 23 04 2010 11 36 00 AM Admin Scheduled 3 761 2 Delivery Check Admin Scheduled Dependant On Other Ej iS 755 20 04 2010 9 50 00 AM Admin Scheduled uw 3 754 20 04 2010 9 49 00 AM Admin Scheduled uw B 753 20 04 2010 9 42 00 AM Admin Scheduled we 1 Figure 19 Task List View Any Task can be viewed or updated by selecting any data field against the Task The Task form will then be displayed and fields updated as required Here a Task could be assigned to another Analyst See Figure 20 Layton Technology Layton ServiceDesk v6 User Manual v2 0 Page 78 of 178 a LAYTON Technology aa d sie Dashboard Home Calendar Search Settings Assets Solutions Reporting Z View Requests g View Problems View Changes a View Tasks Whiteboard oF Group Queue Le New Task Task ID 786 Status Date Placed 05 2010 3 31 m 24 05 2010 8 36 AM ccheduled Date 3 Analyst Admin Completed Date z Request ID ji Problem ID ji Change ID pi Priority None m Task Type New PC i Task Description test Figure 20 Task Form iir To complete the Task click on the Complete Task icon S on the task form This will then prompt witha pop up to confirm that you wish to complete the task Once confirmed this will set the status to completed and setthe complete date to the current time To setthe complete date to a different time use the date selector drop down onthe completed date field Once Tasks h
21. Absence that will cover the whole day Layton Technology Page 96 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology To enterthe Absence Type along with the start and finish times select the Options button and you will be presented with the Edit Absence page where the full details can be added see Figure 26below Once the details have been added click the save button to return to the Analyst Availability View Edit Absence Notes Holiday Leave Start time 2 06 2010 vv 11 00AM v End time 7 06 2010 2 30PM _ 7 All day Analyst Chris Dunn x Type Holiday Leave bi Save Cancel Figure 26 Creating an Analyst Absence Ifan Analyst Absence period needs to be extended shortened or moved from one day to another this can be achieved quickly using drag n drop onthe main Analyst Availability View calendar To extend orshorten the Absence simply hover over the right hand end of the Absence until the right and left arrows appear then click and hold and drag the Absence tothe right or left To move the whole Absence from one day or period to another click and hold on the Absence and drag it to the required location Note that when an Analyst has an Absence scheduled HelpBox will not automatically assign Requests to this Analyst Any Analyst Absences will also be indicated in the select Analyst popup windows when a Request Problem or Change is being manually assigned If an Analystis Absent the Available column ne
22. All data fields can be made mandatory for entry before a Request can be saved and also compulsory before a Request can be closed This is achieved by setting the appropriate field properties when using the Form Design Although the Analyst Request form is very configurable and fields can be added deleted or amended certain system fields will normally always be present The example defined in Figure 32 below shows the system default areas and data fields forthe Analyst Request form ela S Vai Dashboard Home Calendar Search Settings Assets Solutions Reporting Fe 2 j B View Requests B View Problems B View Changes B View Tasks amp Whiteboard ka Group Queue xw New Analyst Request Form Request Type X x Request Id Problem Summary a Request Date 24 05 2010 3 41 PM ot EJ g E F Status Open Duration 20hr 53m er Problem Desc Solution Desc Comments 0 Tasks 0 Attachments 0 Reminder 0 fa Costs 0 Links History ue By L Closed Date a AVAHABAA 9 AB O8 a ele GSH 0la ag End User Rob Smith m __ a std wv BiUa F323 23 FE St A amp amp Paragraph St Font Name Real m7 Zoom Asset HP4350dtn g Asset Location Site Layton Technology Ne Owned By 4 Assigned To Pete Smith Assign to Group 4 Service Affected m Priority Urgency None Impact None Soran es 405 7 Design lt HTML amp Preview
23. Analyst When the Analystis selected the Analyst s default charge rate is populated inthe Hour Rate field Adescription of the Labor change can be added to the description field Once the duration start and endtimes are entered the total cost will be automatically calculated based on the Analyst s hourly rate Once all the details have been entered click the Add button and this will be added to the labor charge list Multiple labor charges can be added if required along with one or more item changes To add an Item charges select the required item from the drop down list The item description and cost value we be automatically populated based on the valued defined in the Administration Libraries Cost Items section Add the quantity required and then select the Add button to add the item to the Item Charge List When the Labor and or Item Charges have been completed click on the save button and this will take y ou back to the request form Layton Technology Page 118 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology LOGGING A NEW PROBLEM Problem Managementisakey component of ITIL IT Infrastructure Library The purpose of Problem Managementis to identify and resolve the root causes of problems in the IT infrastructure and therefore eliminate future incidents or requests relating to this problem The Problem amp Change Management functions in Layton ServiceDesk are enabled by default however if your service des
24. Assets Tab To turn off access foran individuatl Analyst go to Administration Company Structure Manage Analyst Analyst Settings Access Restrictions Assets Access e Searching for an Asset To search foran assetclick on the Search Asseticon in the Asset Tab sub menu and you will presented with the Search Asset page please see Figure 30below A search can be conducted based ona range of different criteria such as the Asset Name and IP address along with the search scope which is the assetlocations Once the search criteria has been entered click the Find button and any matching assets will be listed and details of the assetcan be viewed by double clicking the asset Search Criteria Search Scope If you wish to perform a wildcard search please use the character Q Layton Technology layO7 Find H V Q Sydney Asset Details Other Asset Name Serial Number Hardware Items Asset Tag IP Address Scanned Files Asset Make MAC Address Internet History Cookies Asset Model User Defined Fields Installed Applications Asset Name Location Found In Item SH LAYO7 Layton Sydney Asset Name LAYO7 Found 1 result OK Cancel Figure 30 Searching Assets Layton Technology Page 100 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology USING LAYTON SERVICEDESK ANALYST Having configured Layton ServiceDesk to your requirements or maybe you are using the default settings this Chap
25. By frequest sys_siteid request sys_eusername request cys_asset_id request cys_asset_id request request sys_asset_location euses sys_forename natt cut rna arf recused tut canna toons otf To add fields tothe grid report simply highlight the required fields you can multi select fields in the available fields window and then either drag and drop the fields into the selected fields windowor use the arrows between the two windows to move the fields back and forth Layton Technology Page 84 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology In addition to adding fields from the master table you can also add fields from other linked tables where there isalinkviaa foreign keyin the mastertable Forexample the sys _eusername End User fieldisa foreign key inthe request table and the primary key in the euser End user table This will allow you to add fields from the euser table such as the end user s forename euser sys_forename into your report Any foreign key fields inthe master table will be displayed at the bottom of the list of available fields and will be indicated by their green color eg sys eusername To view the fields in this linked table double click on the green field and the fields from the linked table will now be available forselection The new table name will be highlighted in blue underneath the master table name at the top of the list and the new fields will be prefixed with their
26. If the Requestis assigned to a Group without also assigning toa specific Analyst then the Request will appear inthe Analyst Group Queue waiting foran Analystin the Group to Take Assignment by selecting the Take Assignment icon underthe Assignee column in the Request List view Requests can be automatically assigned or 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 both at the same time In addition Requests can be automatically assigned to particular Analysts depending on individual Request Types Thesecan be Site or Department managers or specified Analysts who can be Layton Technology Page 16 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology responsible for certain issues which will override any general skills assignment Additional Auto Assignment options can be configured using the Business Rules feature which can override other auto assignmentoptions For example you may wantto create a Business Rule so that if your CFO logs a request then itis automatically assigned to the Service Desk manager Requests submitted by End Users can be automatically assigned as detailed previously in End Users See the General Auto Assignment Settings section forfurther details on the auto assignment settings e Comments Comments are updates or notes that can be appended toa Request Problem or Change as it
27. Increment controls the available values to the End User when completing the survey Forexample Rate Of setting of 100 anda Rate Increment of 5 would make the following values available 0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 and 100 Layton Technology Page 171 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Closed Periods This option allows you to specify the days that the ServiceDesk will not be working These will be Publicor Bank Holidays or specific days that the ServiceDesk will be closed This ensures that Request escalation does not occur over closed periods Weekends should not be specified here as they are more efficiently accounted for inthe Working Hours section below To create closed periods go to Administration General Settings Closed Periods and click the Addicon A new Closed Period pop up dialog will appear witha blank start and end date time Enterthe start and end date time andsave e DefaultWorking Hours The Layton ServiceDesk working hours can be configured using this form to specify the opening and closing time of the ServiceDesk for each day The hours are stated using the 24 hour clock basis so simply type in the open and close hours e g 09 00 to 17 30 and then save The Service Desk working hours are important to set especially when Request escalation or SLA s are implemented APPENDIX A MS SQL Server Database Connection Layton Servic
28. Layton ServiceDesk that are presentin Active Directory If they are included in the Filter then these users are updated with data from Active Directory and written to the Log file Step 3 The import checks forall users in Active Directory that are not listed as End Users in Layton ServiceDesk If they are selected inthe filter then Layton ServiceDesk will create these End Users from Active Directory These users are also written to the Log file The log files can be viewed by clicking the View Logicon LDAP Active Directory IMPORT ANALYST The LDAP Active Directory Import Analyst function allows you to connect to an Active Directory server and import Analysts into Layton Service Desk The import can be processed manually or scheduled process can be configured to allow Layton ServiceDesk to automatically create and update but not remove Analysts from information captured from Active Directory Field mappings can be specified to ensure that all required datais captured and filters provide the ability to select which OU s or Users are imported To configure the import please see the LDAP Active Directory IMPORT END USERS section above as the processis the same with the exception that only one LDAP server connection can be specified IMPORT END USER CSV TXT The Import End User CSV TXT utility provides a means to importa large number of end users froma Tab Delimited Text file ora CSV file Thisis an alter
29. Layton Technology Figure 32 Analyst Request Form Layton ServiceDesk v6 User Manual v2 0 Page 103 of 178 a LAYTON Technology e RequestNumber amp Time Stamp Request ID A new Request Dnumberis automatically generated sequentially butis not created until the Requestis saved Request Date Populated with Today s date and time and can be amended depending on the security setting in Administration General Settings Security General Security Allow Request Date Edit by e End User Details End User The End User is obtained by selecting the Select End Usericon next tothe End Userfield The Search End User screen will then be displayed showing various search options End User Name Forename Surname or department The search criteriacan be a specificname or any number of characters and all End Users starting with the characters specified will be displayed Alternatively by selecting the Search End User Icon all End Users will be displayed The required End Useris selected by clicking on any field against an End User Another quick way to search for the End User is to click into the End User field and type the first couple of letters of the End User s username and then click the tab key on the keyboard This will automatically bring back a listof End Users with the username beginning with these letters If the End User does not exist then an End User can be created by using the Add icon displayed
30. Queues e Scheduled Start Finishand Completion Scheduled Start This is the date time that work on the Change is due to begin The date and time can be manually entered directly into the field or you can use the date selector button onthe right hand side of the date field Scheduled Finish This is the date time that work on the Change is scheduled to be completed Completed On This is the actual date time that the Change was completed e Change Types amp Change Statuses Change Type The Change Types are user defined and can be configured in Administration Libraries Change Types Examples of Change Types may include Routine Minor Major Emergency For more information see Change Types Layton Technology Page 130 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Change Statuses By default there are two Change Statuses Open and Completed However any number of user defined Change Statuses can be createdin Administration Libraries Change Statuses For more information see Change Statuses e Change Approval Status There are three Change Approval Statuses Pending Approved and Rejected When a Change is created the default Change Approval Status will be set to Pending Ifthe Change requires approval from one or more Analysts or CAB Groups then the required approvers can be added using the Change Approval cont See the Change Approval Process section belowfor further information Depe
31. Request Classes please see the Request Classes section Request Class Tabs turned ON Requests IT Incidents General Request HR Requests Service Requests All ID Date Time End User Request Type Rob Smith Rob Smith Rob Smith Rob Smith Figure 54 Request Class Tabs ON Layton Technology Page 163 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Requests End User Request Type Rob Smith Rob Smith Rob Smith 431 3 05 2010 10 46 00 Ah Rob Smith Figure 55 Request Class Tabs OFF Missed Response Request Color Escalated Level 1 Color Escalated Level 2 Color Escalated Level 3 Color O O O AO O Expired Request Color This will determine the color indicator that will be applied to any Requests Tasks Actions or Problems that have reached that particular level of escalation The system provides up to three levels of escalation before expiry You can selecta color against any level ornone and as a Request Task or Problem reaches each level the colorin the list views will change color to that specified The escalation and expiry parameters are set againsta Priority or Service Level Agreement See the Priority and Service Level Agreements section for further details Color Whole Row This setting determines if the escalation color settings as described above will be applied to the whole row i
32. Request Costs section a Call Back Reminders Call Back Reminders enable Analysts to set reminders for themselves or other Analysts The reminderis set for a specific day and time along and can be assigned to any Analyst Change Request Status The Change Status screen is displayed allowing you to change the Status of a Request Eitherto Close Reopen orany other Status you may have defined Cancel Request Changes A new Request will not be created or any changes saved and you are returned to your Home page Layton Technology Page 112 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Save Request A new Requestis created and the Analyst Request form is closed and the Home list view is displayed unless the Priority SLA confirmation screen has been requested see above Priority and Service Level Selection Note The Save option MUST be selected otherwise the Request details will not be saved and the Request not created In addition to the above default system fields any other User Defined data fields can be added to the Analyst Request form as outlined inthe CONFIGURING THE SYSTEM section e Converting an Incoming Email into a Request An incoming email request can be manually converted into a Request through the Email Pending Queue To configure the Incoming Email settings please see the Email Server Settings section If there are any incoming emails pending this will be indicated by the number o
33. SECTION THE SOFTWARE IS LICENSED AS IS AND LAYTON TECHNOLOGY DISCLAIMS ANY AND ALL OTHER WARRANTIES WITH REGARDS TO THE SOFTWARE WHETHER EXPRESS OR IMPLIED INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE INFRINGEMENT OR TITLE OR ANY WARRANTY OF THE QUALITY FUNCTIONALITY OPERABILITY USE OR PERFORMANCE OF THE SOFTWARE 7 Limitation of Liability UNDER NO CIRCUMSTANCES AND UNDER NOLEGAL THEORY WHETHER TORT CONTRACT OR OTHERWISE SHALL LAYTON TECHNOLOGY BE LIABLE FOR ANY SPECIAL INCIDENTAL OR CONSEQUENTIAL DAMAGES WHATSOEVER INCLUDING WITHOUT LIMITATION DAMAGES FOR BUSINESS INTERRUPTION COMPUTER FAILURE OR MALFUNCTION LOSS OF BUSINESS PROFITS GOODWILL OR INFORMATION ORANY OTHER PECUNIARY LOSS OF DAMAGE ARISING OUT OF OR RELATING TO THE SOFTWARE INCLUDING WITHOUT LIMITATION USE OR INABILITY TO USE THE SOFTWARE EVEN IF LAYTON TECHNOLOGY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES UNDER NO CIRCUMSTANCES SHALL LAYTON TECHNOLOGY S CUMULATIVE LIABILITY TO YOU EXCEED THE LICENSE FEE PAID BY YOU FOR THE SOFTWARE 8 Qualification Some jurisdictions do not allow the limited warranty and remedy provisions described in section 6 or the limitation provisions described in section 7 so those limitations may not apply to you This Agreement gives you specificlegal rights and you may also have different or additional legal rights depending on the applicable law in your jurisdictio
34. Save The field label willnow appear at the top left corner of the screen Simply grab the s mall square handle atthe top left corner of the label and drag the label to the required position on the form The Snap to Grid icon ey onthe Toolbaris used to define the number of pixels between position settings on the form and helps with the alignment of fields and labels The pixel setting is defined in Administration Form Design Settings Now select one of the icons to add the required data field either oe Add User Data Field user defined fields must previously have been added using DATA DESIGN Add System Field pre defined system fields available for this form a Add Drop Down List any pre defined Drop Down List which is then applied to a user data field Whichever option is selected they all actin the same way Select the required data field from the DB Field pick listand set the required properties see Figure 12 Summary of Form Objects Then select Save to return the form design screen i Add Read Only provides support for adding display only fields from other tables on the form being designed Read Only fields will appear as labels on the form Layton Technology Page 56 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Editing Objects Any object labels data fields or button images can be amended by simply selecting the object within the form The properties of that obje
35. Status This defines the default Status for newly created Requests Requests Statuses are defined in Administration Libraries Request Statuses For more information see the Request Statuses section Default Priority This defines the default Priority for newly created requests Requests Priorities are defined in Administration Libraries Priority SLA For more information see the Priority SLA section Default Urgency This defines the default Urgency for newly created requests Urgencies are defined in Administration Libraries Urgency For more information please see the Urgency section Default Impact This defines the default Impact for newly created requests Impacts are defined in Administration Libraries Impact For more information please see the Impact section Default Service This defines the default Service for newly created requests Services are defined in Administration Libraries Services For more information see the Services section Allow Spawning This option determines whether Request Spawning will be allowed For more please see the Spawned Request section If turned off the Spawn Request icok will not be displayed on the Analyst Request From Layton Technology Page 161 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Spawn Closure Spawn closure determines how Spawned or Linked Requests are handled when the parent Request is closed The options are Spawn Closur
36. System Settings AuditWizard End User View Asset then once the asset has been selected the End User can click Quick Info on Asset icon next to the Asset field which will display all the Asset inventory information Asset Location The Asset location will be automatically populated if the asset has been selected from the AuditWiza rd database and the Auto Location optionis turned on in Administration System Settings AuditWizard Auto Location The Location can also be input directly or by using the Select Asset Location button Layton Technology Page 142 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e RequestType amp Problem Details Request Type The Request Type can be selected from the predefined structure by using the Select Request Type button Any level inthe tree structure can be selected Problem Summary This is a summary of the End User s requestor problem Ifthe End User logs a request by email then the email Subject line will populate this field Problem Description This is a full description of the request or problem and any amount of text can be entered If the End User logs a request by email then the email body will populate this field Solution Description This is a full description of the Solution and will be completed by the Analyst prior to closing the Request e Other End User Fields Any other system or data fields may need to be completed depending on what has
37. Tab section for further details Page 64 of 178 a LAYTON Technology La Displays how form will appear when in use When wN selected the Toolbar will only display the Design Preview Mode Mode icon see below 7 Turns ON OFF the snap to grid feature See Defining anew field for details Snap to Grid gt This button is displayed on the Toolbar when the Preview Mode iconis selected see above Selecting Design Mode the Design Button will return you to the Design Mode Figure 12 Summary of Form Objects QUICK INFO DESIGN Quick Info Design permits the definition of the information shown in the End User and Site Quick Info pop ups This operates in exactly the same way as form design with the exception that the fields are not editable text boxes but labels and therefore not editable at run time GLOBAL LIST VIEWS ANALYST LIST VIEWS This section defines the Global and default List Views You may be content with the List Views provided however you may also like to modify the views to add or remove certain fields and re order the displayed sequence End User Task The end usertask List view controls the appearance of the End User Task view End users do not have the ability to change theirlist views End User Request The end usertask List view controls the appearance of the End User Request view End users do not have the ability to change theirlist views Default Task The Default Task List view controls the
38. The final step is to apply any filters to the report Please see the Applying Filters section above inthe grid report section Once the report has been completed click the save button and the report will be added to the list of reports inthe selected category After the report has been saved the design layout of the report can be modified by selecting the design layout button next to the report in the report category list See below for details on the design layout Layton Technology Page 89 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology ce LayYTon Monthly Trend of Requests Logged Within the last 12 Months Techo ReportDesign Layout The report design page allows you to modify the layout of each report using the same user friendly drag and drop feature which is used throughout the application The floating toolbar is used to add labels images and setthe page properties For more information on form design please see the form design section To change the position of the grid or chart using the handle inthe top left hand corner of the grid drag the gridto the desired position on the page Youcan alsoclick on the grid or chart link next to the handle to set the left and top pixel positions To resize areport data field or change the field properties click on the field link You can change the heading of the field font type size field size field color etc You can also resize the field width by hovering between
39. against the Priority within an SLA and is defined using Administration Libraries Priority SLA A resolve time or expected timein hours the Request or Problem should be completed by is defined together with up to three levels of escalation The three levels define the time in hours after the time that the Request or Problem was logged The escalation process will be initiated when the resolve time or any escalation level is exceeded At the point of escalation an automatic email can be sent to a specified address s and or the Request or Problem can be automatically re assigned to another Analyst Also the Request or Problem itself as displayed in the list views can change color The color settings are defined using Administration General Settings Request Settings The working hours of the ServiceDesk should be defined before setting any Priorities and escalation details using Administration General Settings Default Working Hours and Closed Periods Note When configuring the working hours for Layton Service Desk you may want to consider how the system will run It is important to know how the working hours will impact the Priority SLA escalation process You can typically ask yourself the following questions to determine how the working hours will affect the Priority SLA Will your Service Desk run 24 hours a day or only from standard office hours e g 8AM 5 PM If standard office hours are to be used then the Priority SLA s can
40. appearance of the Default Analyst Task List View This List Viewis copied to newly created Analyst Profiles Default Request Layton Technology Page 65 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology The Default Request List view controls the appearance of the Default Analyst Request List View This List View is copied to newly created Analyst Profiles Default Problem The default Problem List Viewcontrols the appearance of the Default Analyst Problem List View This List View is copied to newly created Analyst Profiles N B The Default Problem amp Change List Views are only available if the Problem amp Change feature is enabled in Administration System Settings Application Settings Default Change The default Change List View controls the appearance of the Default Analyst Change List View This List View is copied to newly created Analyst Profiles N B The Default Problem amp Change List Views are only available if the Problem amp Change feature is enabled in Administration System Settings Application Settings Default Survey The Default Survey List view controls the appearance of the Default Survey List View Default Select End User The Default Select End User List view controls the appearance of the Default Select End User List View This List View is copied to newly created Analyst Profiles Copy List Views From Default This allows your list view changes to be pushed out to the Analyst
41. be changed to Requested This will triggeran email whichis senttothe approver notifying them that the Change requires their approval The Layton Technology Page 133 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Approval State will then be set to Requested and the date that it was requested willbe displayed in the requested column Once the approving Analyst has assessed the Change they can make their recommendation by selecting the Approval State column and the pop up will appear where they can change the state to Approved or Rejected If the approving Analyst would like to add a recommendation note they can click on the click to add link and they can enterthe details Once the recommendation has been made the date of the recommendation will be added to the Received column The Change approval process also has the ability to create a workflow whereby approval from a specific Analystis required before approval can be requested by the next Analystin the approval workflow Multiple approvals can be dependent ona single approval if required forexamplein Figure 42 above approval ID numbers 58 amp 58 are both dependent on approval ID 56 Once approval 56 has been received approvals 58 amp 59 will be automatically requested at the same time To setan approval workflow click on the Click to Select link of the approval that is to be dependenton another approval Apop up window willthe
42. can also be run from within HelpBox by going to Administration System Settings Database Connection Back up Path Specify the backup path and then click the backup icons and this will create the backup file LaytonService Desk BAK in the specified location Note It is recommended to make regular backups of both the LaytonHelpBox program folder and HelpBox database e Connecting Using NT Authentication Trusted Connection The NT Authentication can be set up by editing the config xml file in the LaytonServiceDesk HB_Data configXMLsubfolder The user can edit the file using any text editor such as notepad The sample below shows the fourlines that need to be configured to allow connection to SQL server using NT Authentication lt appodbc label Connection gt local lt appodbc gt lt appdb label Database gt LaytonService Desk lt appdb gt lt appdbuid label User ID Blank NT Trusted gt lt appdbuid gt lt appdbpwd label Password gt lt appdbpwd gt The appodbc tag value of local should contain the server name of the SQL Server you are connecting to This can be a servername or an IP address The value of local is a default value that tells LaytonService Desk to connectto the same serveras it isinstalled on The appdb tag value refers to the database within the SQLServer that LaytonService Desk is to connect to It should always be LaytonServiceDesk unless you have installed the LaytonServiceDesk da
43. e Adding Data Fields To add a data field to the list view click the Add Column linkin the top left of the list view Then fromthe field properties page you can select the data field from the DB Field drop down list and set the other properties of the field such as the font type size and color e Editing amp Deleting Data Fields To edit or delete any existing data fields from the List View select any link in one of the rows beneath the requiredcolumn You are then presented with the Field Properties form Delete orset any property details as required Heading Field Font Field Font Size Field Color Column Width in pixels or Field and Heading Alignment Select Save to preserve your settings or changes and return to the Results Set form The Toolbar also provides the ability to adda label orimage anywhere onto the List View form or change the page background color e Setting The List View Properties The list view properties allow you to set the width height and page size number of rows in the list view To Layton Technology Page 68 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology set the list view properties click the List View linkin the top left corner The width and height are setin pixels and the page size is setin the number of rows Ifthe heightis left blank then the list view will display the number of rows specified in the page size If the heightis settoa pixel value that is less than w
44. gt RG Lavo gt GG Layos gt KE Lavoe gt WG Layo7 gt RG Layos gt HG Layio gt E LayYsaio1 gt Ri Laysvro1 gt RG Lavsvro2 gt RG LITTLy 1 M M patar HP4350dtn Summary Request History Summary Type Asset Make Asset Model Asset Tag Serial Number Network Information IP Address MAC Address Domain Workgroup Figure 2 Problem History Change History Network Printer Hewlett Packard hp LaserJet 4350 CNCXD28315 Audit Information 192 168 0 120 00 11 85 D8 21 33 Layton Technology Scanner Type 8 Asset Summary View Date of Last Audit C LAYTON Technology 11 05 2010 9 43 04 AM SNMP To view the history details of any Requests Problems or Changes that have been logged againstthis asset simply click on the relevanttab The details of a particular Request Problem or Change can be viewed by clicking on the linkin the list To view more detailed information on the asset you can expand the asset in the tree structure to view the different audit categories such as Applications Hardware and System Each category can then be expanded further to reveal specificinventory information To view the details of the inventory component simply click on the item and the information will be displayed inthe right hand panel See Figure 29 below foran example v Layton Technology v Sydney gt APPLE DEVICE 00 26 08 87 E7 17 gt Y HP4350dtn gt KE Lavo gt RG ayo
45. hand column The link field will display a Request Problem Change or Task icon depending on the type of report This icon allows you to click through and view the details of an individual Request Problem Change or Task e Creating Charts Ifa Pie or Column chart report type has been selected the Available Fields and Selected Fields windows will be removed as they are not applicable to these types of reports An additional option for the Pie and Column Charts will be to Show Summary Grid A summary grid displays the same information that is represented in the Pie or Column chartin a grid format along with a grand total Select the Master Table from the drop down list The drop down list will display all of the tables inthe database The most common reports will involve Requests Problems Changes amp Tasks and the relevant master tables forthese reports are listed below Report On Master Table to Select Requests Request Problems Problem Changes Change Tasks Action Layton Technology Page 87 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Selecta Grouped By field from the drop down list All of the data fields from the master table will be displayed inthe drop down list The final step is to apply any filters to the report Please see the Applying Filters section in the grid report section above Once the report has been completed click the save button and the report will be added to t
46. if you fail to comply with any of the terms and conditions of this Agreement Upon such termination you agree to destroy the software and all of its copies thereof and erase any copies residing on computer equipment Layton Technology reserves the right to change this EULA at any time For a current copy of the EULA visit www laytontechnology com 6 Limited Warranty Remedy Layton Technology warrants for your benefit alone fora period of 14 days from the date of your receipt of the software the Warranty Period that i the disk in which the software is contained is free from defects in material and workmanship and ii the software will operate substantially in accordance with material functional specifications in the User s Manual Layton Technology s entire liability and your sole and exclusive remedy for any breach of this limited warranty shall be at Layton Technology s option either a return of the license fee you paid or b repair or replacement of the software provided that you return the software Layton Technology Page 177 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology to Layton Technology within the warranty period along with a detailed description of the problem encountered The limited warranty provided inthis section shall be void if the problem encountered has resulted from improper use neglect abuse accident or unauthorized modification EXCEPT FOR THE LIMITED WARRANTY SE FORTH IN THIS
47. into five sections My Stats Requests Problems Changes and System Stats The Problem amp Change management function has been disabled then the Problem amp Change panels will not be displayed To display alist view of any statisticor chart data component simply click on the chart component orlink displaying the number of items REPORTING Layton ServiceDesk includes a powerful reporting and analytics engine with the ability to create and customize your own reports including the ability to export to CSV XLS and PDF Layton ServiceDesk includes over 100 predefined reports and charts out of the box Each report provides Service Desk Analysts and Management with key data at their fingertips While the canned reports willbe more than adequate for most users Layton Service Desk provides a powerful Report Builder tool which enables you to create any report you need using the intuitive report builderinterface You can very quickly create detailed data grid reports with Pie Column and Line charts A number of Trend charts are also include and youcan create your own trend reports which are particularly useful to spot spikes in your help desk data This guide defines how to create copy modify schedule and delete reports and also how to restore the system default reports that are supplied with the Layton ServiceDesk Allthe Layton ServiceDesk Reports are stored as XML files in the Reports table in the Layton Service Desk database Layton Techno
48. is set to My Assigned Requests All Request list views display the same data field columns and a summary of the most common views is described below Layton Technology Page 113 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology My Assigned Requests Open Requests that have been assigned to you My Owned Requests Open Requests that are Owned By you Unassigned Requests Any Open Unassigned Requests Analyst Group Queues Lists of Assigned and Unassigned Requests per Analyst Group All Open Requests All Open Requests in the system You may have your default or Home screen setto view your outstanding Requests or those assigned to you My Assigned Requests so you can quickly see your current workload The Request List View display can be changed quickly and easily simply by selecting the required view from the drop down filter at the top of the Request List View page By selecting the column headings the list view can be sorted by ascending sequence on that column and by selecting again the order changed to descending See Figure 36for an example of a Requests list view leltife Nata Dashboard Home Calendar Search Settings Assets Solutions Reporting B View Requests B View Problems B View Changes View Tasks amp Whiteboard ka Group Queue ee New Requests All Open Requests IT incidents General Request HR Requests Service Requests All Date Time End User Request Type Assignee 8 05 2010 12
49. is used then the appropriate Group will be suggested for assignment otherwise select a Group for assignment Once assigned to a Group in this way and an Analyst is not assigned then the Problem will appear as an unassigned Problem within the Group and viewed through the Analyst Group Queues e Priority Urgency amp Impact Priority SLA Here the Priority can be selected from a predefined list of Priorities The escalation and expiry time willbe calculated when the Problemis saved Ifthe Priority has been defined so the expiry and escalation details are entered manually orcan be edited then when the Problem is saved another screen will appear Confirm Problem Escalations This willenable you to inputor change any details but ensure you select the Save icon The Default button allows you to change or restore any escalation values as defined against the Priority SLA within Administration Once selected the button will change to Store which will allow you to revert to values manually set forthe Problem Although the Problem has been created the expiry and escalation details will not be changed unless the Save icon is selected Layton Technology Page 121 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Impact The Impact of the Problem can be selected from the drop down list This listof Impacts is de fined under Administration Libraries Impact Urgency The Urgency of the Problem c
50. menu options are located using Administration Libraries o Request Classes o RequestType o RequestStatuses Layton Technology Page 37 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Request Templates Task Types Recurring Tasks Priority SLA Problem Statuses Change Types Change Statuses Services Impact Urgency Email Key Words Cost Catalogue Items Email Bodies Drop Down Lists Brands O O O O O O O O O O O O O O e RequestClasses Request Classes are used to define multiple Request forms for example Incident Request or Service Request or New User Requests Different forms can be designed for Request Soawned Request and End User Request foreach Request Class See the FORM DESIGN section for more details When anew Request Class is initially created the newly created Request Class will inherit its associated Forms from the Default Request Class By default Layton ServiceDesk ships with one default Request Class Request Classes can also be linked to Request Types so only certain Request Types are displayed fora particular Request Class Simply select the edit button inthe Request Type column anda pop up window will display the full list of available Request Types Apply a check next to the Request Types that are to be displayed when logging a request for this Request Class When creating a Request Class there are two options available for Add to New End User and Close Requ
51. please see the Request Type section There is also a Recurring Task facility which will automatically create Tasks ona regular schedule Thisisa great feature for routine maintenance tasks The Recurring Tasks also allow fora task work flow if required Layton Technology Page 17 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology For more information please see the Recurring Tasks section e Priority and Service Level Agreements Priorities can be set for Requests and Problems andthe priority level will be used determine the orderin which they are resolved based on theirimportance orimpact onthe Company Priorities belong toa Service Level Agreement SLA and although SLA s may not be required if Priorities are used then a standard or implied Service Level will exist Any number of SLA s can be defined with different Priorities to suit various needs Priorities can also be assigned to specific Request Types and they can also be applied to specific Sites For example adifferent SLA could be used fora Request placed ona third party i e PCsupplier A Priority will have atime to resolution and up to three levels of escalation or times when the Request or Problem will escalate On any escalation level an email can be sent and or the Request can be reassigned For more information on defining Priorities and SLA s see the Priority SLA section e Requestand Problem Escalation Process The escalation processis set
52. progresses through the system Comments can be added to a Request by both the Analyst and the End User Analysts may post Comments witha Publicor Private status to either allow Public or disallow Private End Users from seeing the Comment When an Analyst adds a publicCommentto a request Layton ServiceDesk can send an email notification to the End User which contains 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 who will be sent an email notification with the details of the Comment Ifan End User replies toa Comment from an Analyst via email Layton ServiceDesk can automatically convert this email into a Comment on the related request Layton Service Desk will then emailthe Analyst with the details of the End User s Comment and send an acknowledgment to the End User e Tasks or Actions Tasks or Actions are activities that are either required in order to progress or complete a Request Problem or Change Alternatively Tasks can also be free standing without any association Tasks can be assigned to an Analyst and scheduled for completion by acertain date Tasks can also be automatically generated as part of a workflow process related to specific Request Types This feature is called the Request Type Task Template feature for more details on this feature
53. request type click on the Cost Item name at the top of the tree structure and click the Add button To rename an Item simply click on the Item and the option will be displayed To relocate an Item within the tree structure simply drag the Item to the desired parent location e Email Bodies Email Bodies allow you to modify the text that is in an automated email notification In order for the automaticemail notifications to be sent the Email Server Settings willneed to be configured in Administration System Settings Mail Server Settings see Email Server Settings for details The various automatic email notifications can be enabled and the Email Bodies modified by going to Layton Technology Page 49 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Administration Libraries Email Bodies To enable an email select the Enable checkbox next to the desired email notification Note that all of the Escalation Emails are grouped together with one Enable section which will apply to all Escalation emails To edit the Email Body click on the Edit icon To insert system or user fields into the email bodies select the desired field in the field selection list which is displayed onthe right of the email body and click the Add button When the email is generated it will insert the data from this field into the email body Forexample inthe Email Body for Request is Assigned Notify Analyst you may wan
54. right hand panel Please see Figure 40 GG HelpBox Internet Explorer provided by Dell LEX Select Services Layton Technology LAYO7 G Sydney APPLE DEVICE 00 26 08 87 E7 17 RA HP4350dtn if Lavo4 i Layos RG Layos i Lavos WG Layio E LAYsQLo1 RG LaYSvro1 RE Laysvro2 RE LITTLy e Router Figure 40 Select Assets Form To select an Asset simply drag the asset from the tree structure into the panel on the right and then click the green OK button To remove or delete an Asset that has been selected simply drag the Asset back into the tree structure Note that it does not matter where you drag the Asset back to in the tree structure as it will not affect the assets location To search for an Asset click on the Search Icon and the Find Asset screen is now displayed allowing you to enter search criteria forthe Asset Name IP Address or User Name Asset Tag or Site You can select the required Asset or perform another search Once an Asset or multiple Assets have been selected and the window closed the Quick Info on Asset icon nextto the Assetfield can be selected to display all the Assetinformation along with a history of the Request Layton Technology Page 123 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Problems amp Changes that have been logged against this Asset e ProblemType Problem Summary amp Description Problem Type The Problem Type can be selected
55. screen will not appear Also inthe Global End User Security Section you can set whether End Users are allowed to change their user details by setting the option Allow End User Maint to On or Off as required If this optionis set to Off then the Menu option My Details will not appear for End Users If Layton ServiceDesk has exceeded your license limit end users will not be able to self register as the Registration button willbe removed e Add End Users onthe fly This is where End User details are input on the fly or immediately when new End Users are calling the help desk forthe first time and are not knownor registered onthe system When a new Requestis being logged by using the Select End User icon and then the search option the Add Newicon is made available Then new End User details canthen be entered If Layton ServiceDesk has exceeded your license limit you will not be able to add new end users CREATE AND DEFINE LIBRARIES The next stage is to define the library information Libraries are user defined and provide pre determined information or structures needed for creating and progressing Requests Problems amp Changes Although itis advisable to create the Libraries before implementing the system they can always be added to or changedat any time by Analysts with Administration access Any changes will be cascaded through the system so all records will be amended accordingly All
56. table name e g euser sys_ forename To return back to the list of the master table fields double click on the blue text of the master table e g request fields Once you have selected the fields forthe grid report if you wish to group the data bya particular field you can do this by selecting the field from the Group By drop down list Please note that reports can also be grouped sorted and filtered onthe fly after the report has been generated Applying Filters amp Summaries Afterthe fields have been selected filters can be applied by clicking on the filter icon A drop down list will appear which contains a list of the fields from the master table This list works inthe same manneras the available fields window as described above allowing you to drill down to linked tables Once a filter field has been selected the filter operator options will be available for selection The filter operators will be determined by the type of data field that has been selected Forexampleif the fieldis an integer field the operator values will include lt gt gt etc For variable character or text fields the operator values will include starts with ends with contains is isnot etc Date fields operators include on within before after between For date filters there is also a pre populated list of values available such as Today Last Week Last Month Next Month Next 60 days etc These options are particularly usefulwhen you
57. that time the asset JOHNSALES was associated with that request the next time that a request is logged for John Smith it will automatically populate the JOHNSALES asset in the asset field Ifa search of assets is conducted it will suggest that JOHNSALES was the End User s last known asset was JOHNSALES Linking an asset to a Request Once the AuditWizard settings have been configured an Asset can be linked to a call by clicking on the select button to the right of the asset name this will display the Search for Asset window Here you can entera full or partial asset name IP Address or username and search for matching assets in the AuditWizard database Select the appropriate asset and close the window See Figure 51 below displaying the End User Asset and Asset Location fields End User Lynne Green 0 Asset LAYO i Asset Location Apple Washington Figure 51 Asset ID amp Location Fields Layton Technology Page 158 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology The Quick Info button to the right of the asset allows you to view the Audit data for that assetina new window The asset data is displayedinatree view similar to that displayed within AuditWizard and allows you to drill down through the asset data For more information please see the ASSETS AuditWizard Connection section Troubleshooting If you are unable to either search for or expand onan asset please check the logfile The
58. the Analyst s default charge rate If the Analyst Cost Rate fieldis not displayed on the form see Defining a new field in the form design section for details on how to add this fieldtothe form By default the system uses the dollar currency symbol however if you use a different currency symbol you can change this in Administration General Settings Request Settings Currency al To add a new cost transaction or to edit an existing transaction click on the Request Cost ico and you we see a listof current transactions for this Request To edit an existing transaction click on the appropriate link and to add a new transaction click the Add New button You are then presented with the cost Layton Technology Page 117 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology transaction form see Figure 37 below for an example Transactions Items for New Cost Summary Date 1 06 2010 1 37 PM Summary Labour Charges Item Charges Analyst Admin v Item v Description Description Hour Rate 0 00 Cost 0 00 Te 1 06 2010 11 37 AM 1 06 2010 1 37 PM Quantity 1 Total 0 00 ae Total 0 00 Se Labour Charge List Analyst Description Hour Rate Start Finish Total No Labour Charges Item Charge List Item Description Cost QTY Total No Item Charges Total 0 00 eo Figure 37 Cost Transaction Form To add a Labor Charge select the appropriate Analyst from the Analyst drop down list by default this willbe setto current loggedin
59. then the Group cannot be auto populated so the Sel ect Group screen will be presented to choose a Group However if the Request is to be assigned toa Group and notan individual Analyst then on selecting the icon Select Group the Analyst Groups will be displayed If the Skills Loading is used then the appropriate Group will be suggested for assignment otherwise select a Group for assignment Once assigned to a Group in this way and an Analystis not assigned then the Request will appear as an unassigned Request within the Group and viewed through the Analyst Group Queues e Priority amp Service Level Agreements Priority SLA Here the Priority can be selected from a predefined list of Priorities The escalation and expiry time willbe calculated when the Requestis saved Ifthe Priority has been defined so the expiry and escalation details are entered manually orcan be edited then when the Request is saved another screen willappear Confirm Request Escalations This will enable you to input or change any details but ensure you select the Save icon The Default button allows you to change or restore any escalation values as defined against the Priority SLA within Administration Once selected the button will change to Store which will allow you to revert to values manually set forthe Request Although the Request has been created the expiry and escalation details will not be changed unless the Save icon is selected
60. to any Requests or Changes Tolinkthe Problem toan existing Request or Change click on the Addicon above the link list The next page will display alist of currently open Requests amp Changes and the two lists will be displayed in differenttabs If any Requests or Changes are already linked to this request they will be displayed at the top of the list and will have the linked check box selected Tolink to a Request or Change simple check the box of the required item Comments This will allow the analyst to view orcreate comments against the Problem Formore information on Comments see the Request Comments S Tasks Shows the Tasks associated with the Problem and allows you to update as required New Tasks can also be added For more information see the TASK SCHEDULING section Attachments Problem Attachments allow the End User or Analyst to Upload files toa Problem to act as an attachment For more information see the Request Attachments section Call Back Reminders Call Back Reminders enable Analysts to set reminders for themselves or other Analysts The reminderis set for a specific day and time along and can be assigned to any Analyst Layton Technology Page 125 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology ga Problem Costs Any Costs as a result of the problem either Analysts Time or chargeable Items can be logged against the Problem For more information on costs see the Request Costs s
61. to this Company e Site Layton ServiceDesk supports multi sites The site is a place where your Layton ServiceDesk services end users Thisis generally the case for multiple geographical locations Multi site support allows you to create sites at which your Analysts operate and by turning on the Constrain to Site option in the General Auto Assignment Settings any auto assignment or auto suggestion will take into account the sites that analysts are at In addition you can put a site against an End User so that this data is automatically known when a request islogged foran End User If you have enabled the Company level as mentioned in the Company section above then Sites can be assigned toa particular Company e Asset The Assets Tab connects to the AuditWizard database and provides acomplete inventory of the PC s and other IT assets on the network The Assets Tab in Layton ServiceDesk provides a mirror image of the Network View tab in Layton Technology s AuditWizard Application The Assets Tab is enabled by default however if this feature is not required particularly for Service Desks that are not providing IT based support services then this can be disabled by going to Administration System Settings AuditWizard AW Link Enabled Assets are displayed inatree structure and can be grouped according to their location through the AuditWizard application interface Expanding an Asset willallow you to view the asset s specifications
62. want to schedule reports For example you can schedule areport to show you all high priority requests logged in the past 30 days This report can be automatically generated on the 1st of the month and be sentvia email Once the operator has been selected the value can entered There isa small search icon next to the value field and selecting the search option will display a drop down list of all values for this field that are in the database Clicking on the search icon a second time will remove the drop down list and display the manual entry field If a date filter field has been selected there will be aselect icon which will pop up a calendar window where you can selecta date Layton Technology Page 85 of 178 Layton ServiceDesk v6 User Manual v2 0 AYT O N L Technology Multiple filters can be added by clicking the And or Or buttons Step 1 Select columns and or groupings Define which fields to include in the report Available Fields Selected Fields request fields request sys request id a S Master Tabie request request sys request i request sys_requestdate Y request sys_requestdate request sys_s eid Report Type Grid gt request sys_ownedby a request oyt_assignedto g Group By frequest sys_siteid e request sys_eusername request sys asset id reguest sys_asset_id request cys_eusername request sys_asset_location euses sys_forename rannct cunt emer nmettvernm arf a Lrmcruamet oot can
63. 03 00 PM Rob Smith hbogart 6 05 2010 10 37 00 AM Rob Smith 3 05 2010 3 15 00 PM Rob Smith amp Due By 14 05 2010 3 00 00 PM 12 05 2010 4 37 00 PM 10 05 2010 12 45 00 PM 29 04 2010 1 30 00 PM Admin 6 05 2010 11 00 00 AM 23 04 2010 4 56 00 PM Rob Smith Faults Printer Paper Jamming Gene Tierney 23 04 2010 4 47 00 PM Rob Smith amp 23 04 2010 1 49 00 PM Admin 22 04 2010 10 13 00 AM Barry John Faults Printer Not Printing Gene Tierney 22 04 2010 2 27 00 PM Rob Smith 30 04 2010 2 17 00 PM 30 04 2010 11 19 00 AM 4 05 2010 5 00 00 PM 29 04 2010 11 57 00 AM 10 04 2010 1 00 00 AM 26 04 2010 4 45 00 PM 26 04 2010 4 42 00 PM 26 04 2010 4 39 00 PM 22 04 2010 3 45 00 PM 31 03 2010 12 54 00 PM Barry John Admin 20 04 2010 10 45 00 AM Admin 20 04 2010 10 42 00 AM Admin 20 04 2010 10 39 00 AM Admin 16 04 2010 9 45 00 AM Rob Smith Gene Tierney 8 04 2010 11 14 00 AM Rob Smith Faults Network 23 03 2010 4 35 00 PM Rob Smith Business Software MYOB Admin met e e e e e e e e oe e g g g 23 03 2010 4 19 00 PM Rob Smith HR Request Leave Request Pete Smith 23 03 2010 3 59 00 PM Rob Smith Business Software MYOB hbogart 23 03 2010 3 49 00 PM Rob Smith Business Software MYOB hbogart 23 03 2010 3 49 00 PM Rob Smith PABX PABX Test Alan Bird Status Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open ie goga o oyyy A A A M M M A Figure 36 Request Li
64. 92 168 0 115 9 06 2010 8 26 39 AM gt g Router Sydney LAY08 In Use Running 192 168 0 102 9 06 2010 7 38 45 AM gt KE LITTLY Sydney LAY10 In Use Running 192 168 0 125 25 05 2010 4 28 54 PM Sydney LAYSQLO1 In Use Not Deployed 192 168 0 2 9 06 2010 10 06 58 AM Sydney LAYSVRO1 In Use Not Deployed 192 168 0 1 Sydney LAYSVRO2 In Use Not Deployed 192 168 0 3 Sydney Router In Use Not Deployed 192 168 0 254 11 05 2010 9 43 02 AM Assets Solutions Reporting a LAYTON Technology Figure 27 Assets View e Viewing an Asset To view the Summary information of an Asset click on the Asset name inthe tree view The right hand panel will display aweb tab containing the summary information of the asset along with the details of any Requests Problems and Changes that have been logged against this asset The Summary information contains the Asset Type Make Model Asset Tag and Serial Number The Networking information contains the IP Address MAC Address and Domain Workgroup The Audit Information displays the date that the asset was last audited and the type of scanner that audited the asset See Figure 28 below for the summary view of an Asset Layton Technology Layton ServiceDesk v6 User Manual v2 0 Page 98 of 178 v Layton Technology v GP Sydney gt APPLE DEVICE 00 26 05 v amp y HP4350dtn v her System amp Device Info D Configuration Counters gt amp Supply Levels gt amp Printer Trays FA History ie User Data
65. Analyst Settings Recurring Task Access e Priori SLA Priorities dictate the importance of Requests and escalation times and routes They are user configurable and are defined within a SLA and although SLA s as such may not be required in orderto set any Priority an SLA name or title is defined Generally the Priority of a Request or Incident is determined by the Impact and Urgency of the issue For example an issue thatis affecting asingle userand has a high urgency would be given a lower Priority than an issue thatis affecting the whole company and has a high urgency A Priority SLA can be implemented using predefined resolution and escalation details Alternatively the resolution time and any escalation details can be set manually or the predefined values amended when logging a Request Even if no escalation or resolution times are needed the Priorityis still defined within a SLA title but could be blank but with no escalation parameters set Priorities and SLA s are defined using Administration Libraries Priority SLA Priorities and escalation details are defined against each SLA as follows First set the Priorityidentity If you are not using SLA or escalation times or you only have one SLA then this could simply be A or B etc Alternatively for multiple SLA s this should include the name of the SLA i e SLA1 A SLA Information If SLA information resolution and escalation details
66. Analyst logs the Request and selects the Request Type if there is aSolution s linked to this Request Type that has the Solution Pop Up set to Yes then these Solutions will be displayed to the Analyst Ifa Solution is applicable the Analyst can select the Solution and it will apply the Solution to the Request if not then they can select No Solution and the pop up will close The Solution Pop Up feature has three different configuration options which can be foundin Admin General Settings Request Settings Solution Pop Up The options are Layton Technology Page 70 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology o None Turns OFF the Solutions Pop Ups irrespective of whether individual Solutions have the Solution Pop up field set to Yes o Specified Only Will only pop up Solutions linked to the Request Type that have the Solution Pop Up field setto YES o All Will pop up all Solutions linked to the Request Type irrespective of whether the individual Solutions have the Solution Pop Up field setto YES or NO ANALYST SETTINGS Individual Analyst settings are defined using the Main Menu My Settings There are foursub menuitems available to set Home Screen List View Settings and QuickAction Menu and Password While these settings are related to the Analysts views thereis a much greater range of Analyst settings such as security and Skill settings which are accessed through Administration Comp
67. Application Terms This area contains the key system terms which are also used within the menu structure and then wherever referredto Any Term displayed can be renamed by simply entering the new name againstthe Term All Layton Technology Page 152 of 178 Layton ServiceDesk v6 User Manual v2 0 LAYTON Technology a instances of that Term will be amended throughout the system to the new name as specified See Figure 48 for details of all system terms Analyst Any support personnel using the system End User Term End User The person or user of equipmentor services who will log orsubmita Request to the ServiceDesk Request Term Request End User or customer submitted call which can take any form i e an incident request forinformation or training etc Request Type Term Request Type Term used to categorize Requests amp Problems into user defined groups Links to Skills and Solutions Solution Term Solution Term used to identify the answer or resolution to a Requestas storedina Solutions Base End Client Term Department Identifies aseparate user defined table linked to End User Can be used for any purpose Action Term Task Actions or activities that can be scheduled for a Requestor not Action Term Type Task Type Identifies type or grouping of actions Site Term Site Identifies aseparate user defined table of sites Company Term Company Identifies aseparate user defined table of companies Comment Term Comment Term u
68. Desk Menu The format and content of the screens or pages will have been pre viously defined by the systems administrator in the FORM DESIGN and GLOBAL LIST VIEWS ANALYST LIST VIEWS sections The Global End User Security settings which determine which menu items will be available to the End User as well as the default End User Home Screen View can be found in Administration General Settings Security Global End User Security Layton Technology Page 138 of 178 Layton ServiceDesk v6 User Manual v2 0 cc LAYTON Technology Any Menu item can be selected at any time but when creating or editing data unless the Save icon or button if available is selected then details entered will not be saved The Menu will contain the following Home Search Request ae Log New Request Date Self Service My Open Requests Survey My Detail EJ My Closed Requests Request Type items a All My Requests Requests Problem Summary Priority 8 05 2010 12 03 00 PM 6 05 2010 10 45 00 AM 6 05 2010 10 37 00 AM 3 05 2010 3 15 00 PM 26 04 2010 12 10 00 PM 23 04 2010 4 56 00 PM 23 04 2010 4 47 00 PM 22 04 2010 2 27 00 PM 16 04 2010 9 45 00 AM 8 04 2010 11 14 00 AM 23 03 2010 4 35 00 PM 23 03 2010 4 19 00 PM 23 03 2010 3 59 00 PM 23 03 2010 3 49 00 PM 23 03 2010 3 49 00 PM Layton Technology Faults Printer Paper Jamming Faults Network Business Software MYOB HR Regu Leave Request Business Software MYOB Business Soft
69. End Users Allow End User Maintain This turns on or off the ability for End Users to maintain Details theirown account details If turned off this menuitem will not be visible to the End Users Min End User Password Sets the minimum password length the End Users can use Allow End User Log New Turns on or off the End User menu option for Log New Requests Request Allow End User View Closed Turns on or off the End User menu option for My Closed Requests Requests Allow End Users Search Turns on or off the End User menu option for Search Requests Requests End User Home Screen Specifies the screen that the End User is delivered to when loggedin Prevent End User Edit Open Turns on or off the ability for End Users to edit their Requests Requests once they have been saved Layton Technology Page 169 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTO Technology Restrict End User Request Turns on or off the ability for End Users to access Request Classes Classes For more see Request Classes If turned Off all End Users will have access to all Request Classes If turned On the Request Class access forthe End Users can be definedin Administration Company Structure Mange End User End User Attachments Turns on or off the ability of End Users to view attachments End User Attachments Turns on or off the ability of End Users to upload and Overwrite overwrite an existing attachment Hide End User Logoff Menu Remove
70. Me A Cmui 7 Ww Analyst Grow Hardware aa 3452 AOS DOIG P8800 AH Herdarne Bary Jon Hah Rerdware nated PE maj TFF FAU r Gre ii Hia rian are Ls ra PihilHiriaarea a a uT Pere Layton Technology Page 86 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Grouping Sorting amp Filtering Grid Reports on the Fly While Grid Reports can have pre defined filtering and grouping settings this can also be done on the fly after a report has been generated To group bya particular field simply drag the column header into the section above and this will group by that column If required you can create sub groupings by dragging additional column headers into the grouping section To undo a grouping click on the x button in the grouped by field or drag it back down with the other column headings Data can be sorted by clicking on the field column headers Clicking once will sort the datain ascending order a second click will sort in descending order anda third click will clear the sorting Data can be filtered very quickly using the filter fields under each column header Enter the required valuein the desired filter field and click on the filtericon This will then display the filter options available To remove the filter click on the filtericon and select the NoFilter option at the top of the list Reports generated from the Request Problem Change and Action Tasks master tables will display a link field in the left
71. New Database to create the database for the Layton ServiceDesk application If you have an already existing database you can select Connect to Existing Database Layton ServiceDesk Database Tool Layton t SERVICEDESK E E E e p De a iP mp l 4 Specify the path to the SQL instance that will host the Layton ServiceDesk database ex ServerName SQLInstance Click Install Database If you chose to connect to an existing database click Connectto Database You will need to select the authentication method to connect to your SQL serverand may need to provide an authenticated admin account for connection Layton ServiceDesk Database Tool Layton 5 SERVICEDESK Install New Database SQL Server Login Server SERVER SQL2008 EHA M Use Trusted Connection Login ID Password Database Name LaytonServiceDesk J install Database Layton Technology Page 11 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology 5 Once the database is successfully installed and connected to the Database tool can be closed This will complete the Layton ServiceDesk installation process You can now access the Layton ServiceDesk system from any web browser with access to the server To test this launch a web browser onthe server and enter the following URLaddress http localhost LaytonServiceDesk login aspx where localhost is the name IP address of your server The de
72. Report On Master Table to Select Requests Request Problems Problem Layton Technology Page 29 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Changes Change Tasks Action Selecta Grouped By field from the drop down list All of the data fields from the master table will be displayed inthe drop down list The final step is to apply any filters to the report Please see the Applying Filters section in the grid report section above Once the report has been completed click the save button and the report will be added to the list of reports inthe selected category After the report has been saved the design layout can be modified by selecting the design layout button nextinthe report category list See belowfor details on the design layout L awe M Summary of Open Requests by Priority Tecin Layton Technology Page 30 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Creating a Trend Chart Select the Master Table from the drop down list The drop down list will display all of the tablesinthe database The most common reports will involve Requests Problems Changes amp Tasks and the relevant mastertables forthese reports are listed below Report On Master Table to Select Requests Request Problems Problem Changes Change Tasks Action Unlike the Pie amp Column charts the Trend Chart has a No Grouping option available forthe Group By selection If No Grouping is selected
73. Software 2 Hardware 0 gt HR Request 0 Incidents 3 I gt j Information 3 Z Design lt gt HTML Q Preview 5 PABX 0 gt Request Change 0 gt B Router Problems 1 azania na y e AOON e 4580 gt Training 0 ce iZ L amp Test Video Sample la B Z u is A ca EE i imal A a m Bs Paragraph St Font Name Real Zoom Check Printer online Etc 2 Design lt gt HTML Preview Figure 14 Solutions Base e New Solutions Solutions can be created at any time and by any Analyst with Standard security access You may wish to Layton Technology Page 69 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology predefineanumber of Solutions when implementing your system or you may prefer to create Solutions on the fly as Requests are logged When Requests are logged and a Solution does not exist then you can create and link a Solution to the Request immediately To predefine Solutions you should have already created your Request Types so you can define any known Solutions or responses and link them to their respective Request Types To create new Solutions select Main Menu Solution You will then see atree folder structure of your Request Types Toadd a Solution beneath a Request Type folder location click on the folder and then click on the Add New button This will then display a blank solution form with the selected Request Type pre popu
74. Solutions to before implementing What Tasks will be required and do you want to create a schedule of recurring tasks Will you be implementing the Problem amp Change Management module Will Change Requests require an approval process Will Change Advisory Boards CAB be required Layton Technology Page 23 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology 21 Reporting do you need to create new or modify existing reports Once you have answered the above questions you are ready to configure Layton ServiceDesk Remember all screens or pages are configurable so data fields and labels can be changed deleted and new data fields added System Terms orterminology can also be changed see the Application Terms section however you may decide the default values are fine Note There are some specific System fields defined on certain forms that cannot be removed Thisisto protect the integrity and operation of the system These fields will not have the Trash can icon to delete the field First login to Layton ServiceDesk as the Analyst Admin and password of mib This is the default system Administrator or Analyst with a Security Group of Administrator You can now access all the functions to set up the system within the Administration Menu item o Product Registration The first step is to input the Customer Registration details and licensekey Enterthe details sent to you usi
75. Technology Page 53 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Login Analyst Allows you to change the format of the Layton ServiceDesk Analystlogon screen Figure 6 List of Designable Forms Each form is edited inthe same way Dragging the small square handle at the top left of each object moves the location of field labels field positions buttons and icons Any object label field drop down list or image can be displayed and amended by selecting the object and amending the properties of that object The example in Figure 7shows the Analyst Request form as displayed in the form design mode General Settings Company Structure Global List Views iegum lcrums Data Design Libraries Manage Reports Utilities System Settings SS Request Task Forms Problem Change Forms Search Forms Organisation User Forms Login Forms Quick Info Forms General Forms Settings o Analyst Request Form ix ORequest Type a z A sys_requesttype_id Request Id sys_request_id Oproblem Simmarn T OS OF CE Ce Ca CEP ORequest Date o sys_problemsummary B El 3 E EJ EJ sys_requestdate Ostatus Osys requeststatus solution sys_solution_id Duration Osys request hdmins Toobar ODue By Osys resolve n Tabs S Closed Date Osys requestclosedate Problem Desc Solution Desc Comments Tasks Attachments ZReminder Costs Links History Or Problem Desc Setting wy dj DEnd User H sys_eusername Opsseti g s
76. The Calendar View e Viewing Call Backs Tasks and Appointments e Analyst Availability View ASSETS AuditWizard Connection e Viewing an Asset e Searching for an Asset USING LAYTON SERVICEDESK ANALYST SYSTEM ACCESS AND MENU o Logon Page e Analyst Menu e Whiteboard amp Analyst Group Queues LOGGING A NEW REQUEST ANALYST o Request Number amp Time Stamp End User Details Layton Technology Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Page 5 of 178 72 72 74 76 76 71 80 81 82 83 84 85 87 87 90 93 95 96 97 98 100 101 101 101 101 102 103 104 104 Asset Information Site Request Type Problem Summary amp Description Request Assignment amp Ownership Priority amp Service Level Agreements Service Impact amp Urgency Linking Requests and the Parent Child relationship Finding and Entering Solutions Additional Analyst Request Functions Converting an Incoming Email into a Request VIEWING AND EDITING REQUESTS Comments Request Attachments Spawned Request Request Costs LOGGING A NEW PROBLEM Problem ID Number amp Time Stamp Problem Assignment Priority Urgency amp Impact Services Affected Assets Affected Problem Type Problem Summary amp Description Finding and Entering Solutions Additional Problem Functions Converting an Incoming Email into a Problem Closing the Problem and linked Requests LOGGING A NEW CHANGE Change ID Number amp Time Stam
77. This defines the view displayed when the Analyst selects the Home View Changes sub menuitem This can be the same as or different to the Home Screen selection e List View Settings This allows each individual Analyst to personalise theirlist viewsettings provided they have been given permission to doso The permission settings are found in Administration Company Structure Manage Analyst Settings Access Restrictions For more information on how to modify list views please refer to GLOBALLIST VIEWS ANALYST LIST VIEWS Quick Action The QuickAction menu has been designed to provide Analysts with quick and easy access to the most common actions irrespective of where they are within the application at any pointin time The items displayed within the QuickAction menu can be defined by each Analyst See Figure 15 below with a sample QuickAction drop down list displayed as sai Dashboard Home Calendar Search Settings Assets Solutions Reporting New IT Incidents roblems View Changes E View Tasks Whiteboard as Group Queue Lae New oS Analyst Group Queues Add New End User Requests sa Search Request New Problem aquest HR Requests Service Requests All E New Change Time End User Request Type Assignee Status Pri Dashboard 21 00 AM Admin Open Le Customize hbogart Open ks Rob Smith Open ke Rob Smith Ve Open ke Admin Open ke Rob Smith Gene Tierney Open Rob Smith Open ke Admin Open
78. a this will automatically create the link between the two Requests Clicking on the select Request button next to the Linked To field will display a pop up showing any current Linked To Requests Parent Requests and alist of all other open un linked requests To linkto a request simply click on the link of the relevant request See Figure 34 Layton Technology Page 108 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology E HelpBox v6 Internet Explorer provided by Dell ad Link To Request De Link Linked To Requests Request Type Faults Network Router Problems Not Linked To Requests Request Type Business Software Hardware Faults Peripherals Information Request Change Add User PABX Faults Software Incidents Security Issue eae Ceile PU sedis Figure 34 Linked To Requests e Finding and Entering Solutions Solution Base This function provides the ability to link to the Solutions Base and obtain a Solution or answer to a Request By selecting the Select Solution icon next to the Solution field the Search Solutions Base screen will be displayed This screen provides the ability to search for a Solution using a Keyword Search or simply by browsing through the folder structure which is based onthe Request Type structure The number of Solutions in each folderlocation is displayed in brackets The Solution tree structure will be automatically expanded to show the Request Ty
79. age Company section above then you can add the Department ID system field sys_eclient_id tothe Department form so that you can assign a Departmenttoa Company The Department form can be modified by going to Administration Form Design Department For more information about adding system and user defined fields to the forms see the FORM DESIGN section ANALYSTS ANALYST GROUPS AND CAB GROUPS The first step is to decide how the support staff will be organized and whether Analyst Groups will be implemented A simple system may wellhave only one level of support staff and no Analysts Groups Therefore you may choose to not use any Groups at all or simply classify all Analysts against one Group e g Hel p Desk Requests can still be assigned to other Analysts and escalation procedures used as required Layton Technology Page 25 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Alternatively you may choose to use Groups such as Network Group Hardware Support Group Software Support Group Training Group and even a third party or Supplier Group s etc Any number of Groups can be defined and then Analysts assigned against their relative Groups e Manage Analyst Define the Support Analysts that will require access to the system These 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 w
80. alyst Group with the least number of open Analyst Group Requests will auto populate when the Request is logged Auto Pop Skill Load Balancing Analyst Group with matching skills and the Analyst Group least number of open Requests will auto populate when the Request is logged by anyone Figure 56 Auto Assignment Settings The Skills are the actual Request Types see the Request Type section and are defined for Groups and Analysts within Administration Company Structure Manage Analyst and Manage Analyst Groups 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 toa Group Requests canbe 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 Forinstance you can also define a Site or Department Manager or specific Analyst responsible fora particular Request Type These are defined when creating or editing Request Types Business Rules can also provide additional assignment options which will o
81. ame between the appdbuid tags By default Layton ServiceDesk will create an account for you called LaytonUser1 witha password of Layton User1 This was done to simplify the installation however you may wish to change the password to this account to increase security in the database If you clearthe contents of the appdbuid tag the system will attempt to connect using NT Authentication See Above Layton Technology Page 175 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology END USER LICENSE AGREEMENT PLEASE READ THIS CAREFULLY BEFORE YOU OPEN THE DISK PACKAGE or if obtained electronically BEFORE YOU CONTINUEINSTALLATION LaytonServiceDesk Software License Agreement PLEASE READ THIS CAREFULLY BEFORE YOU OPEN THE DISK PACKAGE or if obtained electronically BEFORE YOU CONTINUEINSTALLATION THIS LICENSE AGREEMENT SUPERSEDES THE LICENSE AGREEMENT CONTAINEDIN THE SOFTWARE INSTALLATION AND DOCUMENTATION CAREFULLY READ THE TERMS AND CONDITIONS OF THIS END USER LICENSE AGREEMENT AGREEMENT BEFORE OPENING THIS PACKAGE BY OPENING THIS PACKAGE YOU ARE ACCEPTING AND AGREEING TO THESE TERMS AND CONDITIONS IF YOU ARE NOT WILLING TO ACCEPT AND AGREE TO THESE TERMS AND CONDITIONS YOUSHOULD RETURN THIS PACKAGE IN UNOPENED FORM WITHIN 7 DAYS OF RECEIPT FORA FULL REFUND OF THE LICENSE FEE YOU PAID This Software which term where appropriate shall be deemed to includeall materials associated with the Softwa
82. an proceed tothe nextsection Change Advisory Boards CAB are similar to Analyst Groups whose function is to assistin the assessment prioritization and approval of Requests for Change The CAB Group is generally made up of Analysts that are chosen to ensure that the change request is assessed from both technical and business points of view CAB Groups can be created and Analysts assigned to the groups in Administration Company Structure Manage CAB Group Analysts can be assigned to more than one CAB Group if necessary Layton Technology Page 28 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Manage AnalystAbsence Type The Analyst Calendar and Availability Schedules are used to show the Analysts availability and schedule of appointments Tasks and Call Back Reminders Formore information seethe Grouping Sorting amp Filtering Grid Reports on the Fly While Grid Reports can have pre defined filtering and grouping settings this can also be done on the fly after a report has been generated To group bya particular field simply drag the column header into the section above and this will group by that column If required you can create sub groupings by dragging additional column headers into the grouping section To undo a grouping click on the x button in the grouped by field or drag it back down with the other column headings Data can be sorted by clicking on the field column headers Clicking once wil
83. an also be created deleted or their details amended at any time using the function Administration Company Structure Manage End User On selection of this menu item all End Users will be displayed End User details can be amended by selecting the End Username The End User form will be displayed so any information can be changed as required On selecting the Add New button ablank End User form will enable you to enter details of anew End User Rememberto select the Save icon to create the new End User Using the Cancel icon will close the form without saving any details If Layton ServiceDesk has exceeded your license limit you will not be able to add new end users The Request Classes column on the Manage End User page allows you to provide or restrict End User access Layton Technology Page 36 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology to different Request Classes if they have been created For more information see the Request Classes section e End User Self Registration End Users can register themselves when they first connect to the system provided End User access is allowed and the system is configured to provide the End User Registration This is done by selecting Administration General Settings Security Global End User Security and turning the setting for Allow End User Reg to On Ifthe option is set to Off then the End User Registration button onthe Layton ServiceDesk logon
84. an be selected from the drop down list The urgency list can be defined under Administration Libraries Urgency e Services Affected The Services Affected field allows you to enter one or more IT or Business Services that are affected by the Problem To add or remove items click on the select icon next to the Services Affected field and this will display a pop up window with a list of Services which can be added in the left hand column and alist of the selected Services inthe righthand column See Figure 39 To add a Service select it in the left hand column and then click the arrow pointing right thatis in between the two columns To remove an item that has been selected reverse the process Click the green OK con to save the selections HelpBox Internet Explorer provided by Dell Select Services Email Ga SAP Internet To Right a b gt 4 Figure 39 Select Services Form Layton Technology Page 122 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Assets Affected If the AuditWizard link is implemented then one or more Assets that are affected by the Problem can be selected To enable the AuditWizard link please see the AuditWizard section To select an Asset click on the Select Asseticon and this will then display a pop up window showing the asset tree structure in the left hand panel and any assets that have already been associated with the Problem in the
85. and any amount of textcan be entered If the request has been created by converting an incoming email this field will be automatically populated by the Body of the email Layton Technology Page 105 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e RequestAssignment amp Ownership Owned By This is the Analyst that owns or is responsible forthe Request This can be automatically populated if configured The owner would probably be defaulted to the Analyst logging the Request See CONFIGURING THE SYSTEM and the Request Settings section Alternatively an Analyst can be selected by using the Select Analyst icon next tothe Ownerfield Note Requests can be assigned to either Analysts OR Groups but not both at the same time by the Analyst or Group being suggested for assignment using Skills or and Loading See CONFIGURING THE SYSTEM and the General Auto Assignment Settings Assigned To This is the Analyst who is assigned to the Request and can be automatically po pulated if configured Using the Select Analyst icon next to the Assigned To field the Request can be assigned to another Analyst Ifthe Skills option for Analysts is used and matches the Request Type entered then the appropriate Analyst will be suggested for assignment See Figure 33 Once assigned to another Analyst then the Request will disappear from the My Assigned Requests list view for the current or logged on Analyst and appear forthe Assigne
86. any Structure Manage Analyst e MyPassword This allows the Analyst to change their password Enterthe existing or Old Password and then the New Password and re enter this in the next field and click Save to update the password e HomeScreen This function defines the Home Screen or the page displayed for each Analyst on entering the system This allows each Analystto have a different home screen This screen is also displayed when Home is selected fromthe Main Menu There are five different options available o Auto Refresh Interval The interval in which the system will refresh the Analysts screen The time variations are from Neverto 30 Minutes o Home Screen This defines the page displayed when the Analyst logs into the system or clicks onthe Home menu o View Requests Home Screen This defines the view displayed when the Analyst selects the Home View Requests sub menu item This can be the same as or different to the Home Screen selection o View Problems Home Screen This option will be displayed if the Problem amp Change function is enabled This defines the view displayed when the Analyst selects the Home View Problems sub menuitem This can be the same as or different to the Home Screen selection Layton Technology Page 71 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology o View Changes Home Screen This option will be displayed if the Problem amp Change function is enabled
87. are also additional options in Administration Company Structure Manage Analyst Settings Site Access Statistics Access Ifan Analystis denied access to the Reports and Statistics the main Reporting menu will not be available for this Analyst Security can also be applied on an individual report by report basis To restrict analyst access to a particular report click on the edit reporticon and then click on the security icon on the report builder page A new page will be displayed showing the current security settings By default all of the reports have the access restriction turned off To turn on the security simply select the Restrict Access button and select the Analysts which are to have access to this report Copying a Report The Copy report button allows you to create a copy of an existing report andis quite helpful if you needa new report whichis very similarto an existing report To copy an existing report click on the edit reporticon for the report that you want to copy Thenin the main report builder page rename the report and then sel ect the category that you would like the report to appear under and then click the copy button Restore Default Reports This feature allows you to restore the default reports to their original settings Restoring areport will overwrite any existing report with the same name CALENDAR The Layton ServiceDesk Analyst Calendar and Availability Schedules are used to show the Analysts availabi
88. ated a Spawned Request click on the Spawn Request cone This will then display the Spawned Request form which can be completed and assigned as any other Request The Request ID number of the Parent Request will be automatically populated in the Spawned From field Parent Requests with Spawned Child requests underthem are marked witha SP the Parent underthe Request IDin the Requests List View Spawned Child Requests with Parents above them are marked with an sp the child under the Request IDin the Requests List View Clicking onthe SP or sp linkin the Request List View screen will produce a pop up window which will display the Parent and Child relationship e RequestCosts The Request Cost feature can be used to record any costs or charges that have been incurred or will be billable as aresult of the Request Costs can be added for Analysts time spent or for other billable Items Items inthe Request Cost list can be added in Administration Libraries Cost Items Analysts can be assigned hourly charge rates which will automatically calculate the total cost based onthe Analyst s charge rate and the start and finish times entered Tosetthe Analyst Charge Rates go to Administration Company Structure Manage Analyst Click on the Analyst s name or username and you will be presented with the Analyst form By default the Analyst Cost Rate field sys _requestcost_rate is displayed onthe form where you can enter
89. ating system to be used For more information see the SURVEYS section Enable End User Survey This setting simply turns On or OFF the Survey feature Sample Survey Every X Request Setting the Sample Survey Every X Request to 5 Requests will cause a survey to be created for every 5 requestclosed In addition to this the setting can be set to Manually at Close This causes Layton ServiceDesk to ask the Analyst closing the call if itis to be surveyed If the Sample Every setting is setto a numericrequests value suchas 5 Requests before surveying Layton ServiceDesk will look to ensure that the sys_blocksurvey field is notset onthe request being closed If this fieldis set itcan be placed onthe request form in form design Layton ServiceDesk will not survey it Similarly Layton ServiceDesk will look to ensure thatthe sys_blocksurvey field is not set on the End User of the request being closed If this field is set itcan be placed onthe End User form inform design Layton ServiceDesk will not survey it either This provides the facility to allow certain End Users or requests not to be includedinasurvey Show Incomplete End User Surveysin Whiteboard The Show Incomplete End User Surveys in Whiteboard tells Layton ServiceDesk to remind the End User of any incomplete surveys in their whiteboard when theylog on in addition to any email notification Rate Out Of and Rate Increment The Rate Out Of and Rate
90. ature Providing your End Users with the ability to search for Solutions to their problems is a great way of helping to reduce the number of calls that are logged in the system Also when Solutions are created there is an option which determines whether the End Users will have access to this Solution article via the Self Service feature This option is called Self Service with a Yes No selection If the optionissetto No then only Analysts will have access to this Solution article This allows the Analysts to add technical or other articles to the Solutions base that the End Users will not have access to e Company 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 Service Desk situations where support is being provided to external orthird party customers The Company feature provides you with the ability to produce meaningful reports ona company by company basis By default the Company feature is disabled Toturn onthe Company feature goto Administration System Settings Application Settings Company Level Layton Technology Page 20 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology 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 toa specific Company which will assign the End Users
91. aus att Summary values can be added to any fields in the grid report by selecting the field in the summary options drop down list Integer fields willhave summary options for Count Sum Average Max amp Min Date Time and variable character fields will only have the Count option Summary values can be added to multiple fields in a grid report if required Once the report has been completed click the save button and the report will be added to the list of reports inthe selected category Once the report has been saved the design layout can be modified by selecting the design layout button next to the reportin the report category list See below for details on the design layout a LAYTO Open Requests by Analyst Group Tinchik Anaiyit Geowp El Lirik i Fegatri Date dph Gip Argnet Eri Uha Proniy Hep pe T T T T T T T We Analyst Grou Sottware Fa 578 FAUSA DSL G54 00 SM Taani bea Hash Burgi Sere HOB ay 45 ROMOLO LI AM Pomare imi Dupre pias HTO En J94 WORD 11 3700 AH ogre Faul Button Repast Charpy Boe per Coun 3 J 7 Analyst Grows Help Desk ay iL sO JOID S515 00 FH Peep Dagi aren Barry doh Low FADE ae 288 ISOA DHID 11r g0 AM Hep Desk Aren Phi eed Loy Fha SOFT ore aa a2 SOIL Lisig AM Hap Desk Aer lnedertsSecurny Ladue a m3 ae OLD Y al Heip Cape m g Baer Joan Lever Pats Pec aS Jia oe a Ge a AH Peep Degi agen Barry Johi i 351 HOA DG 13500 AH Hap Deski Aden hea Fiayht Henare natal Pc a Ji ZUS 0 Li AM H lp Gesk Gr hes Seth aT e
92. ave been completed they will notappearin the View Tasks listview All Tasks whether scheduled or completed can be viewed when selecting the Tasks icon from any of the Request Problem or Change list views The Tasks icon identifies whether any tasks or actions exist for the Re quest Problem or Change The Task Oo icon will have ticks against tL if Tasks are present and positioning the mouse over the Task icon will display Layton Technology Page 79 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology the number of Tasks Selecting the Task icon will display alist of Tasks associated with that Request Problem or Change SEARCHING Requests Problems Changes Tasks and Surveys can all be searched for using Main Menu Search The Search sub menu will have different Search icons for the Requests Problems Changes Tasks and Surveys If the Problem amp Change function is disabled the Search icons for these two items will not be displayed Each Search screen will show the default form however the criteria and screen can be modified using Administration Form Design Figure 21 shows an example Search Requests form The Search Request screen displayed will allow you to search for Requests on any criteria or combination but if none is entered then all Requests will be displayed The list view of Requests can be sorted by selecting the appropriate column headings Requests are selected to view in detailor by selecti
93. ave created your own user defined text field and would like to apply the HTML editor control to your field then in the Form Design section click on your user defined field and in the field properties section select the HTML Editor radio button and specify the Editor Width and Height in pixels The minimum recommended size is 600 x 300 pixels Once the HTML editor has been added tothe form it can be dragged to the required position on the form like any other field by selecting the handle on the top left of the field Layton Technology Page 59 of 178 Layton ServiceDesk v6 User Manual v2 0 See Figure 10 below fora sample of the HTML editor control cc LAYTON Technology TOM 32 A A h Normal 7 Design lt gt HTML Preview Times New R l2pt 7 Zoom 7 e Web Tab Figure 10 HTML Editor Control The Web Tab feature provides forthe quick and easy viewing of items such as Tasks Comments and Attachments without having to click through to another page The Web Tab is available on the following forms Analyst Request End user Request Spawn Request Problem Change Solution End User Solution Layton Technology Layton ServiceDesk v6 User Manual v2 0 Page 60 of 178 a LAYTON Technology o Tabs Problem Desc Solution Desc BilComments E Tasks Attachments Reminder E Costs S Links History Problem Desc Setting Figure 11 Web Tab Display On these forms the following syst
94. be set to count total working hours as opposed toa 24 hour process For example if you run standard office hours based on 8AM 5 PM and you wanta specific Priority to expire within 3 days then you would only count the total working hours for 3 days Layton Technology Page 18 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology whichis 27 hours would be 72 hours if the Layton Service Desk is configured to run 24 hours a day Working hours can also be defined ona Company Site or Department basis under Administration Company Structure Manage Company Site or Department e Change Advisory Board CAB Change advisory boards CAB assist in the assessment prioritization and approval of Requests for Change RFC The CAB group is generally made up of Analysts that are chosen to ensure that the change request is assessed from both technical and business points of view The type of Change and services or assets affected will dictate the required CAB members CAB groups should offer the different perspectives necessary to ensure proper decision making A CAB isan integral part ofa defined Change Management process designed to balance the need for change with the need to minimize inherent risks The Change Management and CAB features can also be used for systems that are not just IT focused as the Change Process can be applied to any system The Layton Service Desk Change Approval process can involve one or more CAB grou
95. be turned on or off in Administration Company Structure Manage Analyst Analyst Settings Site Access Incoming Mail Access Click on the incoming email icon to view alist of the pending emails To view and email and convertitintoa Change ora Request Comment or Change click onthe link and the details of the email willthen be displayed To convert the email into a Change click on the Convert to Change con This will then display the Change form and the email subject will be mapped to the Change summary field and the email body will be mapped to the Change description field To complete the conversion click on the save button and this will save the Change and delete the email from the email pending queue If you cancel without saving this will return you to the Email Pending queue without converting the email into a Change USING LAYTON SERVICEDESK END USER This Chapter focuses on how the End User will use Layton ServiceDesk to log and progress their own Requests If End Users are not to be given access to the system then the Login screen can be modified using Administration Form Design Login to remove End User login and Registration details and this Chapter can Layton Technology Page 136 of 178 Layton ServiceDesk v6 User Manual v2 0 cc LAYTON Technology be ignored Layton ServiceDesk also has an NTLM Auto Logon Single Sign On feature which can authenticate with the current logged on user and automatically log them int
96. be used The normal practice would probably use the Help Desk first line Analysts as always owning a Request even when the Requestis assigned on toa Support Analyst or Group However this is totally configurable and you can decide to manually set or transfer ownership at any time even after ade fault owner has been specified Alternatively you may decide not to use Request Ownership and therefore the Analyst Request for m will not include Owned By and the default Owned By Default will be set to off The Owned By Default options are shown in the table in Figure 52 Owned By Default Settings Resulting Action Ownership not automatically set Loggedin Analyst Ownership defaults to Analyst logging the Request Use Specified Ownership defaults to the Analyst Specified The specified Analyst can be selected by clicking the select button next to the Owned by Specified field Figure 52 Owned By Settings Layton Technology Page 160 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Assigned to Default amp Assigned to Specified Specifies the default value for the request Assigned To field when anew Request is logged oranew End User Requestis logged There are three options Off which turns off the feature Logged in Analyst that uses the logged in Analyst and Use Specified where the value used is the one specified in the Assigned To Specified Setting Default
97. been defined on the End User Request form See section LOGGING A NEW REQUEST ANALYST for examples on additional fields There are five icons available onthe End User request forms which have the following functions Cancel If you had selected log new request and you click the Cancel button before clicking the Save button this will return you to the Home page without creating a new request If an existing request was being edited the changes will not be saved and you will be returned to the Home page al Save A new Request willbe created or if changes were made to an existing request the changes will be saved and you will be returned tothe Home page Note The Save option MUST be selected when logging a new request otherwise the Request details will not be saved and the Request will not be created lt Attachments Attachments provide the ability to upload files screenshots or any other documentation that may be Layton Technology Page 143 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology relevant tothe request Italso allows the End Users to download any files that may have been added tothe Request by the Analysts To upload a file click on the Attachmenticon and thena list of any existing attachments wi Il be displayed To download an existing attachment simplyclick on the link To upload a new attachment click on the add icon and then a pop up dialog window will appear which allows the End User to bro
98. bel Color of the Label Caption for the Hyperlink Font of the Hyperlink Font sizeof the Hyperlink Hyperlink Target New Window Replaceor In Frame Hyperlink URL for the document to link to Color of the Hyperlink caption Image for Hyperlink Supersedes all other display properties Invalid image paths areshown as broken image placeholders Hyperlink Image pop up text The User Defined Field Identity of field user on the design Font type to be used for the field Font sizeto be used for the field Color to be applied to the field Field sizeor length in characters Field height in characters Tab index or Tabbing order on form Adds the field to web tab control only available on the Request Problem or Change forms Mandatory field Mandatory field before closing Allows write access to the field by the selected Analysts only Uses the HTML editor control for the field Adds the field to the Web Tab Page 63 of 178 Add Drop Down List a Add System Field Add Image F Page Properties Layton Technology DB Field Drop Down List Caption Field Font Field Font Size Field Color Field Tab Index Field Required Field Required at Close Edit Only DB Field Caption Field Font Field Font Size Field Color Field Size Field Height Field Tab Index Field Required Field Required at Close Edit Only HTML Editor Show on Tab Select Image Source Page Background Show Tab
99. ce Desk IIS server The process to create a schedule areport works in a same manneras schedulinga recurring Task To schedule a report click on the Schedule Report iconinthe Reports sub menu You willthen be presented witha list of the currently scheduled reports This will show the report name lastrun time nextrun time scheduling details and icons to set the email information anda delete button Click on the add newicon to adda new schedule You willthen receive a pop up window which will allowyou to select the report that you want to schedule from the drop down list of reports Once you have selected the report you can create the schedule Once the scheduleis saved the email message page will be displayed Enter the email address that the reportis to be emailed to youcan enter multiple email addresses separated by a semi colon Once the email message is completed and saved you willbe returned you to the list of scheduled reports Access Control By default all Analysts have access to run the reports and statistics Only Administrators will have access to create modify schedule or delete reports To turn off Analyst Access to the Reports and Statistics go to Administration Company Structure Manage Analyst Settings Access Restrictions Options in this section are Reports Access Statistics Access amp Layton Technology Page 92 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Statistics Group Access There
100. clears out all data in the database so that the system can be started afresh This is intended to be used when the system has been evaluated and the user wishes to start again fora live system This will deleteall Requests Tasks Problems Changes all Company Structure data such as Sites Companies Departments Analysts Except for the Admin Account and End Users It will also deleteall the Library items Any Form Designs and Global List Views that have been configured will not be affected The Analyst must be logged in as the Admin account A confirmation prompt will appear asking if you are sure you want to do this SYSTEM SETTINGS This chapter defines the system settings and default values to be used and covers Application Settings Database Connection Application Terms amp Appearance Email Server Settings AuditWizard connection and the License information All menu items are accessed using Administration System Settings Any changes will not take effect until the Save button located at the bottom of the page is selected e Application Settings Layton Technology Page 151 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Application Title The application title will be displayed in the web browser s windowortab title Application Background Color The background color sets the color forall the background pages within Layton ServiceDesk except forthe backgrounds forthe forms that can be confi
101. ct will be displayed for you to edit as required and select Save to return to the form design screen e Adding Images You can add staticimages to forms by selecting the Add Image button onthe Toolbar This will launch a pop up control which allows you to browse to the image location see Figure 9 below All Layton ServiceDesk images are held inthe Application Images folder and it is recommended that any custom user images be placedinthe Application_Images User sub folder e DF K Ovpload HelpBox Application_Images 24x24 z Application _Images Filename 16x16 add_cabgroup pr 1574 32x32 add cabmember 1045 Custom add_icon_24px p1 641 Email ii jadimport_24px p gt Login Taskbar jattachhasitems_I jattach_icon_ 4px Audit_history_iec back _icon_24px p cab_group png Callback remind cancel_icon_24p ION 2 OGLVS STH amp change_24x24 pn change_complet al eu Change _status_ic Figure 9 Adding Images Layton Technology Page 57 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology To add upload an image to the User images folder click on the User folder location and then click on the Upload button in the menu This will display another window where you can browse to the image locati on Once the image location has been specified click the upload button and the image will be uploaded into the User folder Toselect the image double click onthe image name Each element o
102. d Analyst within their My Assigned Requests F amp HelpBox v6 Internet Explorer provided by Dell Select Analyst No Suggestion At Username Name Available Site s Admin Admin Account Alan Bird Alan Bird Chris Dunn Chris Dunn David Jones David Jones Gene Tierney gpowell Humphrey Bogart hbogart Jim Clark Jim Clark jlynn jpainter lei Lei Zi b Pete Smith Pete Smith Rick Richard Runko rrunko Richard Runko av av A vd vd av av av av av av av av av est Admin Account Figure 33 Analyst Assignment Layton Technology Page 106 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology The Analyst Selection window displays Analysts available for assignment If the Constrain Auto Assign Suggest to site optionis turned onanda Site is specified onthe request Analysts who are at that site will have atick displayed inthe At Site column Ifan Analystis on leave orhas an Absence currently scheduled then there will not be a tick inthe Available column Howeverthe Analyst can still be manually selected if required For more information on please see the Analyst Availability View section Assign To Group The Analyst Group if required can be automatically populated providing Analysts have been associated with Groups see CONFIGURING THE SYSTEM and Manage Analyst Groups sections However if the Analyst belongs to more than one Group
103. d between the Request and the Change which can be viewed in the Links section D Request History Layton Technology Page 111 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Shows details of all changes made to the Request The date and time stamped changes show Analyst End User Type of Change and Field changed F Links Shows if the requestis linked to any Problems or Changes To link the requestto an existing Problem or Change click on the Add icon above the link list The next page will display alist of currently open Problems amp Changes and the two lists will be displayed in different tabs If any Problems or Changes are already linked to this Request they will be displayed at the top of the list and will have the linked check box selected To linkto a Problem or Change simple check the box of the required Problem or Change Comments This will allow the analyst to view or create comments againstthe request For more information see the Comments section S Tasks Shows the Tasks associated with the Request and allows you to update as required New Tasks can also be added For more information see TASK SCHEDULING section Attachments Request Attachments allow the End User or Analyst to Upload files to a Request to act as an attachment For more information see the Request Attachments section it a Request Costs Shows any costs that have been charged to this Request For more information see the
104. d directly to Solutions and so this type of search can obtain a single ornumbe r of Solutions depending inthe Problem level entered The Keyword Search will search the Solutions Base using a fuzzy matching method on ANY Solution Base field Solution Solution Description or Problem Description Once selected the Solution will pop ulate the Solution field and the Solution Description on the Problem form If the Solution was not found then a new Solution can be added by using Add button on the Solution screen Alternatively aSolution Description can be entered manually without using or adding to the Solution Base Layton Technology Page 124 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Additional Problem Functions The other icons onthe Analyst Request form are listed below along with a description of their functions FA create Change This button will only be availableif you have enabled Problem amp Changes in Administration System Settings Enable Problem amp Change Selecting the Create Change button will create anew Change and will copy the Problem Summary and Problem Description data to the new Change A link will be created between the Problem and the Change which can be viewed in the Links section D Problem History Shows details of all changes made to the Problem The date and time stamped changes show Analyst End User Type of Change and Field changed F Links Shows if the request is linked
105. d this is defined when creating editing Request Classes within Admin Libraries Request Classes e RequestStatuses The Request Status identifies the stage or status of a Request The normal stages are open or closed however you can add any others such as suspended or on hold etc To add delete or change a Request Status use Administration Libraries Request Statuses To add or delete select the appropriate action and to modify simply select the Request Status and rename as required You may also set the Suspend flag ona status that allows you to make that status freeze the escalation process Note You cannot delete the Closed Status The default Status for all Requests is set to Open but can be changed using Administration General Settings Request Settings and set the Default Status Once a Request is recorded you can change the Request Status by using the Change Status icon onany of the Request List Views or from the Change Status icon on the request form You can also edit specific properties of the status other than the closed status Properties such as if the End usercan use the status forcing the status color and choosing the colorto force The Force status color option is useful forwhen arequestis put on hold and changing the default color to something other than white to easily identify from the home screen list views which requests are on hold e RequestTemplates Requ
106. d with the Change Approvals list page Please see Figure 42 below which shows a sample Change Approval list which has one individual approver and two members of the IT Procurement CAB Group Manage Change Approvals for Change 38 Approval ID CAB Group Approver Approval State Dependency Recommedation Notes Requested Received 56 Chris Dunn Requested Click to Select Click to Add 2 06 2010 11 04 00 AM 58 IT Procurement Admin z Not Yet 56 Click to Add rey Requested 59 IT Procurement Jim Clark Not Yet 56 Click to Add rey Requested 1 Figure 42 Manage Change Approvals Only Analysts that have permission to manage Change Approvals can add or delete approvers from the list This Analyst settings is found in Administration Company Structure Manage Analyst Analyst Settings Access Restrictions Can Manage Change Approver List To add an individual approver click on the add approvericon i A pop up list of Analysts will then appear and the required Analyst can be selected To add a CAB Group click onthe add CAB Group icon oie anda pop up list showing the CAB Groups will be displayed CAB Groups can be created in Administration Libraries CAB Group Once the approvers have been added to the approvals list it will automatically set the Approval State for each approver to Not Yet Request To request approval for the approver s click onthe linkin their approval state column and a pop up will appear and the approval state can
107. display the Task formas defined using Administration Form Design Task and enter the required details The system and default values of the Task form are defined below in Figure 18 below Aaa Gk Task Task Identity Number Incremented by one starting from zero Date Placed Date Task allocated Defaults to current date Use Select icon to choose another date Task Type Use Select icon to choose Task Type required from predefined tree view Analyst Analyst assigned to the Task Defaults to logged on Analyst Use Select icon to choose another Analyst Request ID Auto populates with Request Identity number from Request selected Use Select icon to choose another Request Problem ID Auto populates with the Problem ID number from the Problem Selected Use the select icon to choose another Problem Layton Technology Page 76 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Change ID Auto populates with the Change IDnumber from the Change Selected Use the select icon to choose another Change Status Status of Task select either Scheduled or Completed Defaults to Scheduled Scheduled Date Use Select icon to choose date for Task to be done Completed Date Use Select icon to choose date Task completed Task Description Full description of Task Figure 18 Task Data Fields Additional icons provided x Cancel Task Changes Task will not be created or all change
108. e Setting Resulting Action Allow Only after Children are The parent Request can only be closed once closed any Spawned or Linked child requests are closed Allow Close Children When the parent Request is closed any Spawned or Linked Child requests willbe automatically closed Allow Do not close Children Ifthe parent requestis closed any Spawned or Linked child requests will be left open Figure 53 Spawn Closure Settings Show Copy Request Button Allows the Copy Request cond to appear on the requestform This feature was designed to copy and duplicate a request entirely including the comments tasks and attachments If set to OFF the copy request button will be completely hidden from the Analyst Request forms Statistics Duration amp Display Determines how the HD Mins sys_hdmins and 24 HR Mins sys_24hrmins fields are displayed on the request forms The HD Mins field willdisplay the amount of time that a request has been open taking into account the Working Hours and any closed periods or suspensions The 24 HR Mins shows the amount of time that a request has been open ona full 24 hour basis The display options are Hrs amp Mins 1hr 30m or Decimal 1 5 Pop Up Solution This field is used to determine if Layton ServiceDesk will prompt an Analyst when a request is bei ng logged that there isa possible solution to the Request Type that they have selected For more information on Solution Pop Ups please see the So
109. e report master table from the drop down list The drop down list will displayall of the tables in the database The most common reports will involve Requests Problems Changes amp Tasks and the relevant master tables forthese reports are listed below Report On Master Table to Select Requests Request Problems Problem Changes Change Tasks Action The next step is to select the data fields that are to be displayed inthe report There are two windows on the page showing the list of available fields in the left hand windowand the selected fields are displayedinthe right hand window By default the available fields window willdisplay all of the fields fromthe master table The database table for which the available fields belong to is indicated by the text at the top of the list which ishighlighted in blue Forexampleif you have selected the request master table it will display request fields atthe top of the list All of the fields in the request table will be displayed and each field will be prefixed with request indicating that the field is from the request table Step 1 Select columns and or groupings Define which fields to include in the report Available Frelds Selected Fields request frelds request s d 2 Master Table request request syt_request_sd ji pt v request sys_requestdate request sys_sa eid Report Type Gnd request tyt_Ownedby ire L P sti 4 pan stl ove 7 A trer ele asset 4 Group
110. e visible if itis switched onin Administration General Settings Request Settings Allow Spawning Spawning allows you to create a Requestthatisa Child of the existing Request Forexample if you hada Request related to a piece of equipment you may want to raise a Request to the manufacturer of that equipment A spawned call will allow you to do this For more information please see the Spawned Request section below E Applying Templates Request Templates are pre defined Request Forms which provide the Analysts with a quick method of logging and closing common Requests When a Template is selected the data from the template is applied to the requestform For more information please see the Request Templates section Fl Create Problem This button will only be available if you have enabled Problem amp Changes in Administration System Settings Enable Problem amp Change Selecting the Create Problem button will create anew Problem and will copy the Request Type Problem Summary and Problem Description data to the new Problem Alink will be created between the Request and the Problem which can be viewed in the Links section Create Change This button will only be availableif you have enabled Problem amp Changes in Administration System Settings Enable Problem amp Change Selecting the Create Change button will create anew Change and will copy the Problem Summary and Problem Description data to the new Change A link will be create
111. eDesk uses MS SQL Server forthe data storage HelpBox can connect to the MS SQL Server by either NT Authentication or SQL Server Authentication This technical note is adetailed explanation of what needs to be done to establish a database connection by either method e Database Backup Method It is advised that you make a backup of the entire LaytonHelpBox program folder by Right clicking on the C LaytonServiceDesk folder and select Copy then Paste itto a new folderon the production server e g C LaytonServiceDesk backup To make a backup of the HelpBox SQL database you can use a SQL DB manager such as Enterprise Manager or MS Management Studio as this is the most reliable method of backing up a SQL database Underthe Databases directory locate the LaytonServiceDesk database and right click on it Under All Tasks select the Backup option onthe LaytonServiceDesk Database Youcan give the back up a file name such as LaytonServiceDesk bak then once the backup is completed save this ina safe location Layton Technology Page 172 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology To restore a backup copy of the LaytonServiceDesk database use the same method to locate the options mention above and under All Tasks choose the Restore option and select the previous LaytonServiceDesk bak file to restore A manual backup of the HelpBox database
112. ection E Change Problem Status The Change Status screen is displayed allowing you to change the Status of the Problem Eitherto Close Reopen orany other Status you may have defined x Cancel Request Changes A new Problem willnot be created and you are returned to your Home page s Save Request A new Problemis created and the Problem form is closed and the Home list view is displayed unless the Priority SLA confirmation screen has been requested see above Priority and Service Level Selection Note The Save option MUST be selected otherwise the Problem details will not be saved and the Problem will not be created In addition to the above default system fields any other User Defined data fields can be added to the Problem form as outlined inthe System Configuration e Converting an Incoming Email into a Problem An incoming email can be manually converted into a Problem through the Email Pending Queue To configure the Incoming Emails please see the Email Server Settings If there are any incoming emails pending this will be indicated by the number of emails on the incoming email iconv inthe top right of the menu Analyst access to the Email Pending queue can be turned on or off in Administration Company Structure Manage Analyst Analyst Settings Site Access Incoming Mail Access Click on the incoming email icon to view alist of the pending emails To view and email and convertit into a Problem ora Request Comme
113. ection details how and on what basis Requests will be automatically assigned or suggested for default assignment Auto Suggest Assignment The Auto Suggest Assignment option controls the mechanism by which the system sug gests or automatically assigns Requests logged by support Analysts The suggested Analyst or Group is displayed at the top of the assignment pop up when selecting the appropriate assignment button onthe Request or Problem form Assignment Default Settings Resulting Action 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 Analyst Group with matching skills and the Group least number of open Requests is suggested for assignment Layton Technology Page 166 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Auto Pop Load Balancing Analyst with the lowest number of open Analyst Requests will auto populate when the Request is logged Auto Pop Skill Load Balancing Analyst with matching skills and the least Analyst number of open Requests will auto populate when the Request is logged Auto Pop Load Balancing An
114. ection for more information e AnalystSkills 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 Analystis best suited or have the appropriate skills fora particular Request These can be entered later when the Request Types are completed or at anytime To input Skills select the edit button under the Skills column forthe Analyst A pop up screen will display the Request Types hierarchy and youcan simply select the appropriate Skill Request Types forthis Analyst An Layton Technology Page 26 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Analyst can have any number of skills or Request Types but use the highest level in the tree structure possible to covertheirskills Forexample anetwork specialist would probably have all network issues assigned to him so the Request Type Network Issues would be selected although there may be a numberof sub levels or specific Request Types in the structure below Network Issues See the Request Type section for further details e AnalystSites If you have defined multiple sites then you may specify at which sites analysts are by clicking the edit button inthe Sites column fromthe Manage Analyst page These are the sites at which the Analyst works oris responsible f
115. ections General Security Global Analyst Security and Global End User Security Details of each setting are outlined below Audit Full Problem Description The Audit Full Problem Description specifies whether the full request problem description is captured and can then be viewed under request history Otherwise if the optionissetto Off the description will be limited to 255 characters Allow Request Date Edit by Determines who can change the date that a request was logged Layton Technology Page 168 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTO Technology Close with Incomplete Tasks Determines if an Analyst can close a Request Problem or Change if there are incomplete Tasks Allow End User Login Turns on or off the ability for End Users to login to Layton ServiceDesk Global End User Security Description End User Page Refresh Determines the how often the End User s page will auto refresh Confine End User Request If turned ON any Request search conducted by the End Search or own Requests Users will only return results related to their own Requests If turned off they can search through all Requests inthe system End Users Attachments Delete Determines whether End Users can delete attachments that have been uploaded to their requests Allow End User Self Service Determines whether the End Users can use the Self Service menu If turned Off the Self Service menu will not be visible to the
116. ee the report PDF Settings Each Layton ServiceDesk report can have its own PDF setting The PDF settings include many options such page format E g US Letter A4 etc page orientation Portrait or Landscape margin settings along with header and footer options You can even create passwords and security settings for the PDF Layton Technology Page 91 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology In the PDF footer or header text field you can use the system value of Datetime and this will show the date and time that the report was generated PDF Security Settings The PDF Security Settings allow you to protect sensitive reports from either being viewed printed copied once the PDF is created This is adds an extra level of security and peace of mind when emailing or distributing reports There are two password options 1 Owner 2 User The Owner password is the administrator that has set the PDF settings and will have full access control to the PDF document when itis created and the correct Owner admin password entered The User setting is the password you would supply to the end user where the PDF restrictions are set and what the end user can do with the PDF eg Print Copy text etc Scheduling Reports Reports can be generated automatically on a scheduled basis and sent via email ina PDF format The scheduled reports are processed by the LaytonServiceDesk service which is running onthe Layton Servi
117. em buttons system fields and user defined fields can be added or removed fromthe Web Tab Analyst Request amp Spawn Request Forms Problem Description sys_problemdesc Solution Description sys_solutiondesc Comments Button Tasks Button Attachments Button Reminder Button Costs Button Links Button History Button End User Request Problem Description sys_problemdesc Solution Description sys_solutiondesc Comments Button Attachments Button Layton Technology Page 61 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Problem Form Problem Description sys_problem description Problem Cause sys_problem_cause Solution Description sys_solution_description Comments Button Tasks Button Attachments Button Reminder Button Costs Button Links Button History Button Change Form Change Description sys_change_ description Change Impact sys_change_impact Change Implementation sys_change_implementation Change Rollback sys_change_ rollback Comments Button Tasks Button Attachments Button Reminder Button Costs Button Links Button History Button Solution Form Problem Description sys_problemdesc Solution Description sys_solutiondesc Items can be removed fromthe web tab by selecting the settings link under the relevant tab an un checking the Show on Tab check box Once removed from the Web Tab the item can be moved to the required location on the form by dragging the
118. en given permission to do so The ability for End User to be able to close their own requests is aglobal security setting in Administration General Settings Security Global End User Security Allow End Userto Close Requests To give End Users the ability to select other Request Statuses go to Administration Libraries Request Statuses Select the Request Status and turn the Allow End User optionto Yes e Viewing and Editing Requests When entering the system as an End User there are various options or Menu items to display Request List Views so you can edit and progress Requests All Request views display the same information and so the following Menu items can be described together Layton Technology Page 144 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology My Open Requests Requests logged by the End User which are still open My Closed Requests Requests logged by the End User which are closed All My Requests All End User Requests whether open orclosed If required any of these menu items can be disabled by going to Administration General Settings Security Global End User Security By selecting the column headings the list view can be sorted by ascending sequence on that column and by selecting again the order changed to descending The Tasks icon identifies whether any tasks or actions exist fora Request and by Selecting the Task icon the list of Tasks associated with that Request wi
119. ended for all help desk or support personnelin order forthem to record progress and resolve End User requests as well as problem and changes Although End Users may be given instructions from help desk support personnelon howto operate and use Layton ServiceDesk they could be given access to this User Guide for theirrelevant information System Administrators should read Chapter 2 System Overview to understand the system architecture and then Chapter 1 Introduction for installation instructions and procedures They should use Chapter 3 Configuring the System as the guide to the set up and configuration of Layton ServiceDesk and to implement the system defaults and options required It would be advisable for ALLsupport staff to read Chapter 2 System Overview which details the system concepts terminology and process flow to gain a good understanding of how the system works Once the system is implemented all help desk support personnel should use Chapter 4 Using Layton ServiceDesk Analyst to assist and guide them in the practical use of Layton ServiceDesk Also End Users could use Chapter 5 Using Layton ServiceDesk End User although the End User Forms will probably differfrom the examples shown Throughout the document any cross references to other chapters or sections is indicated by hyperlinked text To jump to cross referenced section hover above the text and then press Ctrl Click Figures throughout the document are als
120. erties For more information on form design please see the form design section To change the position of the grid or chart using the handle inthe top left hand corner of the grid drag the gridto the desired position on the page Youcan alsoclick on the grid or chart link next to the handle to set the left and top pixel positions To resize areport data field or change the field properties click on the field link You can change the heading of the field font type size field size field color etc You can also resize the field width by hovering between the field headings until you see the left and right arrows which will allow you to drag the field to the left or right to resize Layton Technology Page 32 of 178 Layton ServiceDesk v6 User Manual v2 0 CA LAYTON Technology LAYTON All Requests by Asset Om m 2 9 7 7 T y y y 7 Images and labels can be added to the reports using the add label and add images button onthe floating toolbar For more information please see the main form design section Exporting Reports The Layton ServiceDesk reports can be exported in the following formats PDF XLS or CSV Once a report has been run the PDF XLS and CSV icons will be displayed inthe reports sub menu Please note that when exporting the reportin XLS format Excel will prompt you that the file isina different format to the file extension and to verify the source Click Yes to this prompt and the report will be displayed as an XLS fi
121. esign function provides users with the ability to add user defined field fields to data tables inthe Layton ServiceDesk database e Table Definitions Layton ServiceDesk allows Administrative users to modify the data structures or add and delete data user defined fields from the database tables although system fields fields prefixed sys_ cannot be deleted The default data structures may be adequate and therefore there willbe no requirement to add any user defined fields Examination of each table under Administration Data Design will allow decisions to be made on any changes You mustcreate any new data fields before completing any Form Designs otherwise the data fields will not be available The following data tables can be viewed and edited Note that the Problem Change amp Company Layton Technology Page 51 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology data tables will only be available if these features have been turned onin Administration System Settings Application Settings Request Action Tasks Problem Change Analyst User Eusers End User Eclient Department Site Company Solutions Priority Survey All data tables are displayed inthe same format showing the Field Name Type and Size The option to Delete fields willnot be available against system fields prefixed sys To add a data field select the Add New icon You are then presented with a form t
122. est Templates allow you to pre define Request information that can be dropped into the Request form by using the apply templates icon when entering a Request or via the QuickAction menu The Request Template uses the same form definition as the Analyst Request form and any information specified inthe Template will drop in overthe same fields when applied Any blank fields inthe Template will leave any information inthe request un touched To create a new Request Template go to Administration Libraries Request Templates and click the Add New Icon Ifyou are using Request Classes you willbe presented with a pop up which allows you to choose the required Request Class You are then presented with the Analyst Request Form Simply fill out all of the informationinthe Template and click the Save icon Layton Technology Page 41 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology A new template is saved with a Default Template name such as Template X You can rename the Template by clicking the Edit Icon inthe manage Request Templates screen The Templates are very useful for common Requests that are logged several times daily This willexpedite the call logging process when Templates are used to pre define the Request Type problem description and solution fields e Task Types Tasks or Actions are activities that are required in order to progress or complete a Request Problem or Change Alternatively they can be free standing wi
123. est When Tasks Completed If the Add to New End User optionis selected any new End Users that are added to the system will automatically be given access to this Request Class If Close Request When Tasks Completed is selected then a Request willbe automatically closed once any Tasks associated with the Request have been completed e RequestType The Request Types are the user defined method of categorizing or grouping Requests and Problems They are used as the basis for assigning individual Analysts and Groups according to Skills and they also link to the Solutions Base Layton Technology Page 38 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Request Types can either appear as a tree structure with no limit to the number of levels oras inter dependent drop downlists Any level in the structure can be used when logging a Request or Problem For example a Request Type could be specified as PC Hardware Fault only ora specific problem within PC Hardware Fault structure such as CD Drive Failure Manage Request Type oF rs a Request Type Name ED DWD Drive Business Software f inademt e ran Default Priority Medium hal E Hardwares i a Auto Populate Assigned Analyst Use Specified Analyst ka Specify Analyst Alan Bird H Hard Disk Errors T H Memory Overload ES i Performance Network i rje Feripherals 2 i Printer z Software a Hardware a HR Request rE Incidents
124. et Once an Asset has been selected the Quick Info on Asseticon nextto the Asset field can be selected to display all the Asset information along with a history of the Request Problems amp Changes that have been logged against this request Asset Location The Asset Location will be automatically populated if the Asset has been selected from the AuditWizard database and the option setas definedin Administration System Settings AuditWizard Auto Location In addition the Location can be input directly or reselected by using the Select Asset Location icon e Site The site at which the request is logged is defaulted when the End User is selected if the End User has a default Site specified againstthem This field will affect the options available when selecting the Assigned To Analystif the Constrain Auto Assign Suggest To Site Option is turned onin Administration General Settings Auto Assignment Options e RequestType ProblemSummary amp Description Request Type The Request Type can be selected form the predefined structure by using the Select Request Type button Any level inthe tree structure can be selected Problem Summary An optional text field which can used to give asummary of the Problem or Request If the requesthas been created by converting an incoming email this field will be automatically populated by the Subject Line of the email Problem Description This is a full description of the Request
125. ew onthe Manage Priority SLA form and then enter the same SLA name as previous Otherwise to define a new SLA select Add New as above but enter anew SLA Name See Figure 2 below foran example Priority SLA and the table in Figure 4for SLA Priority requirements and appropriate actions Layton Technology Page 44 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Priority SLA Priority SLA New Priority SLA Escalate Email Level 1 SLA Escalate Email Level 2 Secs SoS level Escalate Email Level 3 Fecalate level 2 Missed Resolve Email ane E ee E Escalate 1 Assign To Escalate 2 Assign To Resolve Hours o Escalate 3 Assign To Missed Resolve Assign To Respond Hours Missed Respond Email Missed Response Escalate to gi Allow Escalation Edit No Figure 2 Priority SLA Manual Setting In addition to pre setting escalation and resolution times against a Priority SLA there is also the option to override these times or just set any escalation orresolution time manually This is achieved by first setting the Allow Escalation Edits At Request field to Yes in the Administration Library Priority SLA form Then any Requests using that priority will prompt the Analyst or userto enter edit or confirm the resolution and escalation times when the Request is saved The confirmation screen is displayed below in Figure 3 Simply input or amend any escalation times orthe exp
126. f emails on the incoming email icon inthe top right of the menu Analyst access to the Email Pending queuecan be turned on or off in Administration Company Structure Manage Analyst Analyst Settings Site Access Incoming Mail Access Click on the incoming email icon to view alist of the pending emails To view and email and convertitinto a Request or Comment Problem or Change click on the link The details of the email willthen be displayed and if there is an End User that has a matching email address it will display this End User s information To convert the email into a request click on the Convert to Request icon g This will then display the Analyst Request form with the End User details automatically populated and the email subject willbe mapped tothe problem summary field and the email body willbe mapped to the problem description field To complete the conversion click on the save button and this will save the request and delete the email from the email pending queue If you cancel without saving this will take you back to the Email Pending Queue and will not covert the email into a request VIEWING AND EDITING REQUESTS When entering the system as a support Analyst you have various options or Menu items to display Request List Views so you can edit and progress Requests The Analyst s default Request List Viewcan be set by going to My Settings Home Screen View Requests Home Screen By default the Request List View home screen
127. fault Analyst login is Admin with the password mib Note It is recommended that you change this password during user account configuration for security reasons and do not forget your new password as itis encrypted and cannot be recovered or changed if forgotten SYSTEM OVERVIEW SYSTEM CONCEPTS AND TERMINOLOGY It is advisable to read and understand the system concepts and terminology before proceeding with the installation and configuration in order to obtain a good understanding of the system terms and functionality The general system terms can all be renamed but are referred to in all documentation in their original terminology e Requests The core of the system is based around creating progressing tracking and reporting Requests or Incidents using ITIL Terminology A Requestis an End User or Customer submitted call request or incident which can relate to any area that the End User or Customer requires support or assistance A Requestcan therefore be an incident arequest for information ortraining arequest for new hardware software or other services etc The types of Requests are categorized or predefined by the Administr ator See the Request Types section Requests can be created using any or a combination of the following methods Manually created by the support Analyst Entered directly by the End User Customer Created automatically by email O O O o Notified by email butcreated by the support Analyst
128. fficiencies The Problem amp Change Management functions in Layton ServiceDesk are enabled by default however if your service desk is not IT based or does not require this function it can be disabled by going to Administration System Settings Application Settings Enable Problem amp Change There are four waysin which a New Change can be created or logged by an Analyst By using Home New Change By using the QuickAction Menu if you have added Log New Change to your QuickAction list By creating a Change from within an existing Request or Problem 2S YY By converting an incoming email into a Change By selecting any of the above options the Change form is displayed allowing you to enter Change details as required oras you have defined using Administration Form Design Change All data fields can be made mandatory for entry before a Change can be saved and also compulsory before a Change can be closed This is achieved by setting the appropriate field properties when using the Form Design Although the Change formis very configurable and fields can be added deleted or amended certain system fields willnormally be present The example defined Figure 41 below shows the system default areas and data fields for Change Form Layton Technology Page 128 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Dashboard Home Calendar Search Settings Assets Solutions Reporting Fe Ds a Vie
129. form the predefined structure by using the Select Problem Type button Any levelinthe tree structure can be selected The Problem Types use the same structure as the Request Types and can be fined in Administration Libraries Request Types Problem Summary An optional text field which can used to provide asummary of the Problem If the Problem has been created by the converting an incoming email this field will be automatically populated by the Subject Line of the email Problem Description This is a full description of the Problem and any amount of text can be entered If the Problem has been created by converting an incoming email this field will be automatically populated by the Body of the email e Finding and Entering Solutions This function provides the ability to link to the Solutions Base and obtain a Solution to a Problem or create a new Solution which can be added to the Solutions Base By selecting the Select Solution icon next to the Solution field the Search Solutions Base screen will be displayed This screen provides the ability to search fora Solution using a Keyword Search or simply by browsing through the folder structure which is based onthe Problem Type structure The number of Solutions in each folderlocation is displayed in brackets The Solution tree structure will be automatically expanded to show the Problem Type folder corresponding to the Problem Type that was selected on the Problem Form Problem Types are linke
130. ged Although called Analyst Group a Group could be defined as an external supplier or Third Party Maintenance Company and calls assigned to them accordingly See the Manage Analyst Groups section for more information on defining Analyst Groups e RequestOwnership Request ownership and assignment is very flexible but it is important to understand and definethe working method required A Requestis 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 Analystisin 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 providing the option is switched on using Administration General Settings Security Global Analyst Security Close By Owner Only Alternatively the ownership of a Request can be transferred to another Analyst who may or may not bein the ServiceDesk Team and who may or may not have the Request assigned to them e RequestAssignment Request Assignment is where a Request is assigned to an Analyst or Analyst Group to resolve or respond A Request can be assigned to any individual Analyst whether a member of a Group or not or assignedtoa Group with or without also assigning to a specific Analyst
131. ged By Assigned To Assigned To Group Priority Urgency Impacts Services Affected Assets Affected 18 05 2010 5 50 P Open 75hr 19m 25 05 2010 3 00 00 PM Admin Admin Low z Urgent v User z B View Tasks 6 Whiteboard g Group Queue oe New Problem Type 4 Fa x Problem Summary Description Cause Solution Comments 0 _ Tasks 0 amp Attachments 0 Reminder 0 History fd Costs 1 Links aA ADAG 8 O4 amp amp FES 08 O a 37 B Z S322 32 TE i i A 27 Ay Paragraph St Font Name vi Real Zoom Z Design lt gt HTML Q Preview Figure 38 Problem Form e ProblemID Number amp Time Stamp Problem Id A new Problem ID Number is automatically generated sequentially butis not created until the Problem is saved Date Logged Populated with Today s date and time and can be amended depending on the security setting in Administration General Settings Security General Security Allow Request Date Edit by e Problem Assignment The Assignment amp Ownership or Problems uses the same principles as outlined above inthe Request Assignment amp Ownership section above for logging anew request Logged By This is the Analyst who has logged the Problem and this can be automatically populated if configured See the CONFIGURING THE SYSTEM and Problem Settings sections Alternatively an Analyst can be selected by usi
132. gured in the Form Design section Each formin the Form Design section can have its own individual background color orimage Application Background Image Used to display animage as the background for pages within Layton ServiceDesk except forthe form backgrounds as mentioned above as these can be individually defined Company Level This feature is designed for ServiceDesks that will be providing technical support to End Users or customers from multiple companies or external organizations If turned ON you will be able to assign End Users toa particular company Companies can be defined and managed in Administration Company Structure Manage Company The Company Level setting is turned OFF by default Enable Problem amp Change This feature will turn ON or OFFthe Problem amp Change Management functions in Layton ServiceDesk For more information see Problems and Changes If Problem amp Change Managementis not required this can be turned OFF and all pages links and references to Problem amp Change Management will be disabled The Problem amp Change Management feature can be enabled at any stage e Application Database Connection This area contains the database connection information Layton ServiceDesk has the Connection database server Database User ID and Password Fields There is also an option to manually backup the database Specify the desired location in the backup path and then click on the Backup Database icon e
133. gy Oo Requests p Requests Filter v ListView Add Column eis 4 Pate Time 15 End User 12 Request Type 15 we Peay aa Due By 16 3 3 3 3 Wy field field7 field2 field3 field10 field4 field8 field11 A B 2 e E field1 field7 field2 field3 field10 field4 field8 field 4 a B 2 i E field1 field7 field2 field3 field10 field4 field8 field11 a field1 field7 field2 field3 field10 field4 field8 field11 a field1 field7 field2 field3 field10 field4 field8 fieldi1 a field1 field7 field2 field3 field10 field4 field8 field11 a field1 field7 field2 field3 field10 field4 field8 field11 field1 field7 field2 field3 field10 field4 field8 field11 z field1 field7 field2 field3 field10 field4 field8 field11 field1 field7 field2 field3 field10 field4 field8 field11 field1 field7 field2 field3 field10 field4 field8 field11 a field1 field7 field2 field3 field10 field4 field8 field11 a field1 field7 field2 field3 field10 field4 field8 field11 A field1 field7 field2 field3 field10 field4 field8 field11 field1 field7 field2 field3 field10 field4 field8 field11 z field1 field7 field2 field3 field10 field4 field8 field11 field1 field7 field2 field3 field10 field4 field8 field11 field1 field7 field2 field3 field10 field4 field8 field11 A field1 field7 field2 field3 field10 field4 field8 field11 a an Figure 13 Request List View Design Mode
134. handle of the field in the top left corner Ifthe fieldis not visible on the form after removing it from the web tab it may be hidden behind the Web Tab Simply drag the whole Web Tab aside to reveal the field which you can then move to the required location To setthe properties of the Web Tab click onthe Tabs textinthe top left hand cornerof the WebTab You can set the font and font size of the tab labels and the height and width of the Web Tab If you do not wishto use the Web Tab and would prefer to have all buttons and fields displayed independently on the form remove all fields from the Web Tab as described above and then click on the Layton Technology Page 62 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Page Properties con 3 and un check the Show Tab option e Summary of Form Objects Add Label 5 Add Hyperlink ar Add User Field Layton Technology Label Value Label Font Label Font Size Label Color Hyperlink Caption Hyperlink Font Hyperlink Font Size Hyperlink Target Hyperlink URL Hyperlink Color Hyperlink Image Hyperlink Image Text DB Field Caption Field Font Field Font Size Field Color Field Size Field Height Field Tab Index Add to Tab Field Required Field Required at Close Edit Only HTML Editor Show on Tab Layton ServiceDesk v6 User Manual v2 0 Label or name of the Field Font on the label Font sizeof the La
135. he list of reports inthe selected category After the report has been saved the design layout can be modified by selecting the design layout button nextin the report category list See belowfor details on the design layout a LAYTON Summary of Open Requests by Priority Teci Layton Technology Page 88 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Creating a Trend Chart Select the Master Table from the drop down list The drop down list will display all ofthe tablesinthe database The most common reports will involve Requests Problems Changes amp Tasks and the relevant master tables forthese reports are listed below Report On Master Table to Select Requests Request Problems Problem Changes Change Tasks Action Unlike the Pie amp Column charts the Trend Chart has a No Grouping option available forthe Group By selection If No Grouping is selected there will be asingle trend lineor bar based on the trend field As Trends are lineartimelines the list of available trend fields are the date type fields within the master table The most commonly usedtrend fields would be the Request Date sys_requestdate Problem Date sys_problemdate etc The Time Period is the interval been each data series and the options available are Day Week Month Quarterand Year There are additional options to select whether the trend chart will be aLine or Bar chart and whetherthe orientation is vertical or horizontal
136. here 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 Othersystem 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 Thisis where Analysts can be selected as absent i e on holiday etc but generally are both setto 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 tothe form See the DATA DESIGN section for information on how to add data fields and the FORM DESIGN section for details on how to design or change forms The Manage Analyst section has a range of settings and access restrictions which are defined below e AnalystRequestClasses This Analyst setting determines which Request Classes the Analyst willhave access to Request Classes area 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 the Request Classes s
137. i Information J PABX Request Change J Router Problems rE Training Figure 1 Manage Request Types Request Types can also be linked to Request Classes where only certain Request Types will be displayed or made available toa Request Class or form selected So careful thought must used to define the Request Type structure that will support your particul ar business and operations To setup Request Types goto Administration Libraries Request Types Then simply select the Request Type or name at the tree level above the level you require to insert a Request Type and click the Add New button A new sub level can then be defined To create a new top level Request Type click on the Request Type name at the top of the tree structure and click the Add New button To editan existing Request Type simply click on the Request Type and the options will be displayed Layton Technology Page 39 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology To relocate a Request Type within the tree structure simply drag the request type to the desired parent location You will then be given the option of making the Request Type a Sub Category of the parent request type or merging it When defining a Request Type you can specify a default Priority to place againstit For example you might want to define a Request Type suchas Server Down This might be a high priority Request Type so you can specify a Priority to put aga
138. ibraries Urgency e Email Key Words Email Keywords allow you to set up Keywords that are used to assign Request Types to incoming emails that are processed as requests see Converting an Incoming Email intoa Request Email Keywords help to simplify the processing of incoming emails for commonly requested issues For example you can set up the keyword Network against the Request Type Network Issue and if an incoming email arrives with the keyword Network in the subject line it will match the keyword to the Request Type Network Issue and create the Request with the Network Issue Request Type The Request can then be automatically assigned to an Analyst or Analyst Group with the appropriate Skills and given a Priority if one is pre defined for the Network Issue Request Type e Cost Catalogue Items Cost Items are a list of items or services that may be requested or fulfilled in the process of completing a Request Problem or Change Catalogue Items a categorized ina tree structure like the Request and Task Types Catalogue Items can be assigned acost value and cost items can be applied to Requests Problems and Changes through the Cost Sheet along with Labor Charges see Request Costs Cost Items can be added in Administration Libraries Cost Items Select the Item atthe tree level above the level you require to inserta Item and click the Add button A new sub level can then be defined To create a new top level
139. ill be required to display the number of rows specified in the page size then a scroll bar will be displayed SOLUTIONS BASE Accessed through Main Menu Solutions the Solutions Base is a user defined knowledge base or store of known problems or requirements and associated resolutions or responses The Solutions Base is organized in a tree structure so any number of levels can be defined and solutions defined at any level Solutions are normally associated or linked directly to Request Types or specific problems or requirements so they can be easily located when logging anew Request However they can be input without a Request Type but would then rely only on viewing the full Solutions structure or word searching to retrieve the Solution oMa Nadia Dashboard Home Calendar Search Settings Assets Solutions Reporting gt a g Solution Base Solution ID Printer Checks Self Service Yes z Search 4 P Request Type Faults Printer Not Printing t Solution Pop Up No X Hi A Problem Summary gt Business Software 0 v Faults 11 ry gt Hardwares 2 l ___ gt j Network 4 dp OF oa FENTE e ARAA x x S o D gt Peripherals 1 rere BlUm SEESE FF Ela arh v Printer 2 I T EA 7 i i E Paragraph St Font Name Real Zoom B Ink Problem 0 v Not Printing 1 Network printing not printing for for user Printer Checks gt Paper Jamming 1 gt
140. ill be displayed in the list of LDAP connections along with options to Map fields Filter Users amp Groups view the log file and manually run the import e Setting up Active Directory Mappings amp Filters To complete the setup of the Active Directory connection the field mappings and filters need to be configured Once the LDAP connection has been configured as outlined in the above section the Mappings Fi 7 and Filters can then be applied by clicking on Map Fieldsicon ea or Filtericon V in the LDAP connection list Layton Technology Page 147 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Active Directory Attribute Mapping Selecting the Map Fields icon will allow you to select an End Userfield and map this to an Active Directory Attribute Ifthe sys _eusernamefieldis not mapped it will be mapped by default to the login name of the directory user The Active Directory attribute is a free type field as Versions of Active Directory are extensible and can have custom attributes attached tothem A list of standard Active Directory Attributes for 2000 2003 domains are shown below 2000 Server Domain 2003 Server Domain Layton ServiceDesk fields to map to mail mail sys_ email name Samaccountname sys _eusername givenname givenname sys forename sn sn sys surname department department sys_eclient_id DisplayName DisplayName Map to user defined field To obtain a complete list of LDAP attribute names we recomme
141. including the OS network information hardware specifications and installed software On the asset s summary page you can also view the Requests Problems and Changes that have been logged againstthis Asset When a Request Problem or Change is logged the Asset Name of the equipment or source of the Request can be specified in the Asset field Once an asset has been associated with an End User Layton ServiceDesk can rememberthis association in the future and automatically link this asset to any Requests logged by this End User Alternatively the field can be left blank and the End User or Analyst can manually select which assetis the source of request Once an Asset has been linked to a Request Problem or Change the Analyst can quickly view the inventory details of the asset by clicking the Quick Info on Asset button nextto the assetfield This willlauncha Layton Technology Page 21 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology pop up window where the asset inventory details can be viewed An Asset Name is not mandatory and can be left blank or other another identity can be entered i e User Training would not require an Asset Name e Whiteboard The Whiteboard Ticker allows you publish messages on the system that will scroll across the top of the screen inthe banner This message can be scheduled fora certain date and time and can also have a termination date The message can be displayed forall users i
142. individual analyst which are separate from the general Priority SLA escalation configuration emails If you enter the Analyst s own email address or that of their manager s when arequestthatis 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 e Manage AnalystGroups If Analyst Groups are not required then proceed to the nextsection Otherwise define any Analyst Groups that are required by using Administration Company Structure Manage Analyst Groups Then add the required Analysts for each Group by selecting the edit button on the Analyst column on the Manage Analyst Group form An Analyst can belong to more than one Group but one of these groups can be the default group that will be automatically filled in when the useris assigned arequest e Analyst Group Skills Analyst Group Skills are used in the same way as Analyst Skills and are only really necessary if Requests will be assigned to Groups as opposed to individual Analysts See the Analyst Groups and Request Assignment sections of the System Concepts chapter for details on how they are used To define Group Skills select the edit button under the Skills column on the Manage Analyst Groups form and proceed as above for Analyst Skills e Manage CAB Group If your Layton Service Desk system does not require the Problem amp Change Management feature you c
143. instit This means that when selected ona Request the Request Type Priority will be applied to that Request where the specific Request Type is chosen Note this will override the default system priority You can also define a Site or Department Manager or specific Analyst responsible for a particular Request Type The Request willbe automatically assigned on this basis and will override any other assignment rules except for any Business Rules Forexample a certain type of Service Request may have to be authorized by a manager before being assigned based onskills A Request can be defined as an Incident which means the Request willbe automatically measured against the ServiceDesk available time The Request Statistics by Incident Report will show the down time asa percentage of the available time This is useful for measuring availability of business critical Hardware or Software Systems To display Request Types as inter dependent drop down lists instead of the tree view when processing Requests the Request Type field is simply added to the Request Form using Form Design and adding the sys_requesttype_id as many times as there are levels inthe structure Then by selecting a category from the top level drop down list only the sub categories of that category will appearinthe next drop down list If you are using Analyst Skills or Group Skills to prompt for assignment once you have completed the Request Types you can now add Skills to
144. ion canbe amended The Request can be assigned to another Analyst or Group or completed and closed by selecting the Change Request Status con See the LOGGING A NEW REQUEST ANALYST section above for details on individual fields and reassigning Additional icons to Cancel and Save will now appear on the Analyst Request form to provide the following functions x Cancel Request Changes Cancels all changes made to the form and returns to the List View amp Request History Shows details of all changes made to the Request The date and time stamped changes show Analyst End User Type of Change and Field changed S View Tasks Shows the Tasks associated with Request and allows you to update as required Change Request Status The Change Status screen is displayed allowing you to change the Status of a Request Either to Close Reopen or any other Status you may have defined a Save Request Saves the Request changes and unless selected no amendments to the Request will be made The Analyst Request form is closed andthe Home list view is displayed Layton Technology Page 115 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Comments Request Comments can be added tothe request by clicking on the Comment icon F onthe requestscreen This will allow the analyst to view or create comments against the request To add a new comment simply click on the Add New button Analysts may post comments witha Publicor Pr
145. ion can be entered manually without using or adding to the Solution Base e Additional AnalystRequestFunctions The other icons onthe Analyst Request form are listed below along with a description of their functions Change Request Class The change Request Class icon will only be available if additional Request Classes have been created For more information please see the Request Classes section The Change Request Class button allows you to move a Request from one Class to another or create a new Request using another Request Class The options available for section are Layton Technology Page 110 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology o RequestClass A drop down list of Request Classes available for section Move Only Selecting this option will move the existing request to the Request Class selected Close Only Creates a new Requestin the selected Request Class and closes the existing Request o Leave Open Creates a new Requestin the selected Request Class and leaves the existing Request open Copy Requestto New Thisicon will only be visible if itis turned onin Administration General Settings Request Settings Show Copy Request Button Selecting the Copy Request to New button will enable you to create a new request based on the same data There are also additional options to copy any Tasks Comments or Attachments to the new request S Spawn Request The Spawn Request button will only b
146. iry time and select Save To use or revert to any predefined values for the Priority select the Use Default button This button then changes to Use Store which if selected will then revert the settings to those manually selected forthe Request Layton Technology Page 45 of 178 Layton ServiceDesk v6 User Manual v2 0 Information a LAYTON Technology Request Escalations Escalation 1 Escalation 2 Escalation 3 Expires Figure 3 Set Manual Escalations Summary of Priority SLA Requirements Priority Requirement No SLA needed no expiry time or escalation details required but need to set Priorities No SLA needed but need to set expiry time and or escalation details manually at Request logging SLA Priority details required as pre set but also allow manual editing at Request logging SLA Priority details required as pre set but donot allow manual editing at Request logging Define SLA with Name and Priorities only Allow Escalation Edits set to No As above butset Allow Escalation Edits to Yes Define SLA name with Priorities and enter resolution and any escalation times Also enter any Email notification and auto assignment of Requests Set Allow Escalation Edits to Yes As above but set Allow Escalation Edits to No Figure 4 Priority SLA Requirements Summary of Escalation Process Layton Technology Layton ServiceDesk v6 User Manua
147. is not required to be pre set for the Priority then leave all fields blank Then decide whether any escalation or expiry details will be entered manually at Request logging Layton Technology Page 43 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology If Allow Escalation Edits At Request is setto No then no expiry or escalation times will be set and the Priority will only be used foridentification and reporting If setto Yes then resolution and escalation times can be entered when saving the Request Tosave the Priority SLA details select the Save icon then continue to create additional Priorities as defined below Setting the option to Yes allows all analysts to alter the escalation times when the requestis to expire SLA Information Required If SLA information resolution and escalation details is required to be pre set then you can enter any field as they are all optional The resolution time is the number of hours from when the Request was opened You can then enter from none to three levels of escalation times in hours Again this is the number of hours from when the Request is opened Please note that the escalation and resolution times take the Default Working Hours into account You can select to email any Analyst and re assign the request to a different Analyst for each level of escalation Adding Additional Priorities To continue adding more Priorities to an SLA select Add N
148. is the administrator that has set the PDF settings and will have full access control to the PDF document when itis created and the correct Owner admin password entered The User setting is the password you would supply to the end user where the PDF restrictions are set and what the end user can do with the PDF eg Print Copy text etc Scheduling Reports Reports can be generated automatically on a scheduled basis and sent via email ina PDF format The scheduled reports are processed by the LaytonServiceDesk service which is running onthe Layton Service Desk IIS server The process to create a schedule areport works in a same manneras schedulinga recurring Task To schedule a report click on the Schedule Report iconinthe Reports sub menu You willthen be presented witha list of the currently scheduled reports This will show the report name lastrun time nextrun time scheduling details and icons to set the email information anda delete button Click on the add newicon to adda new schedule You willthen receive a pop up window which will allowyou to select the report that you want to schedule from the drop down list of reports Once you have selected the report you can create the schedule Once the scheduleis saved the email message page will be displayed Enter the email address that the reportis to be emailed to youcan enter multiple email addresses separated by a semi colon Once the email message is completed and saved you willbe returned you
149. itWizard settings Auditwizard AW Link Enabled On End User View Asset On Auditwizard SQL Server LAYLO SQLEXPRESS AW Database Name AuditWizard AW SOL Server User lei AW SOL Server Password eons AW Get Last Asset On Auto Location On Figure 50 AuditWizard Settings Layton Technology Page 157 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology AuditWizard Link Enabled This will enable the AuditWizard link and should be setto ON If turned Off the Assets Tab in the main menu will not be displayed End User View Asset lf turned ON the End User will be able to view the asset inventory information by clicking the Asset Quick Info button next to the Asset ID field onthe Request form AuditWizard SQL Server Enter the name of the SQL Server where the AuditWizard database is located If aSQL Server Instance is used specify the instance name E G Server Instance AW Database Name Specify the AuditWizard Database name AW SQL Server User User account to access the SQL Server Please note that if your AuditWizard database is located ona different server to Layton Service Desk the AuditWizard SQLServer will need to be configured to allow for Remote Connections and SQLServer Authentication AW Get Last Asset When enabled Layton ServiceDesk will automatically populate the last asset that was linked toa request logged bythe End User For example if a request had previously been logged by user John Smith and at
150. ity View The Analyst Availability View provides asimple easy to view two week timeline displaying any Analyst Absences which are scheduled forthe period Each Analyst is listed in the left hand column and the Absences will be displayed in the corresponding date columns Multiple Absences can be scheduled forthe same Analyst and they can overlap if required Analyst Absence Types are user defined and can be color coded for easy visual identification Analyst Absence Types can be created in Administration Company Structure Manage Analyst Absence Types See Figure 25 below fora sample of the Analyst Availability View 4P today 3 06 2010 16 06 2010 3 06 2010 4 06 2010 5 06 2010 6 06 2010 7 06 2010 8 06 2010 9 06 2010 10 06 2010 11 06 2010 12 06 2010 13 06 2010 14 06 2010 15 06 2010 16 06 2010 Admin Alan Bird Chris Dunn Holiday Leave Training David Jones Gene Tierney qpowell hbanalyst01 hbogart Jim Clark 4 Training ilynn jpainter romani gus ostne honestan T lei Pete Smith In Tokyo this week Figure 25 Analyst Availability View To add an Analyst Absence double click in the required day for the Analyst and you will be presented with a small window where you can enter the details along with options to Save Cancel or select further Options If the Absence entry does not require specificinformation such as the Absence Type ora start and finish time once you enter the text information and click save it will create an
151. ivate status to either allow Public or disallow Private End Users from seeing the comment The default Comment status of either Publicor Private can be set in Administration General Settings Security Global Analyst Security Default Comment Status There are also individual Analyst Settings which can determine if the Analyst can change the default Comment status and this setting can be found in Administration Company Structure Manage Analyst Analyst Settings Comment Make Public Private When an Analyst adds a publiccommenttoa request Layton Service Desk can send an email notification to the End User which contains the details of the comment Conversely if the End Useradds a comment Layton Service Desk 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 who will be sentan email notification with the details of the comment Ifan End User replies toa commentfroman Analyst via email Layton ServiceDesk can automatically convert this email into a commenton the related request Layton Service Desk will then email the Analyst with the details of the End User s comment Please see the Email Server Settings for further details e RequestAttachments Request Attachments allow the End Useror Analyst to upload files to a Request to act as an attachment For Example this may be a screen shot of a problem or a copy of a file such as the autoexec ba
152. ive a pop up window with the item details See Figure 24 below foran example If required any details can be modified and areminder alert scheduled If a reminderis schedule and the Analyst is logged into the system they will receive a pop up reminder alert where they can choose to view the details or Snooze or Dismiss the item Ifthe Analystis not logged into the system atthe time of the reminder it will send them an email notification instead The item can be Saved or Deleted by selecting the save or delete button at the top of the window There are additional options to print the item or mark it as import or less important r Appointment Mozilla Firefox _ http lay07 HelpBox WebSchedule AppointmentAdd aspx lp Saveand Cose 4K 4 4 Appointment Subject Task 775 Install Uprade Location Start Time 02 06 2010 12 00 Am all Day Event End Time 02 06 2010 x 12 00 AM Reminder 1 noL Show Time As Busy X test Figure 24 Appointment Scheduler Layton Technology Page 95 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology To add anew Appointment to the calendar double click in the desired timeslot and a blank appointment will be displayed which can be completed and closed Callbacks and Tasks cannot be scheduled from within the Calendar and must be scheduled through the related Request Problem or Change or from the main menu Log New drop down e AnalystAvailabil
153. k is notIT based or does not require this function it can be disabled by going to Administration System Settings Application Settings Enable Problem amp Change There are fourwaysin whicha New Problemcan be created or logged by an Analyst By using Home New Problem By using the QuickAction Menu if you have added Log New Problem to your QuickAction list By creating a Problem from within an existing Request YN a By converting an incoming email intoa Problem By selecting any of the above options the Problem form is displayed allowing you to enter Problem details as required oras you have defined using Administration Form Design Problem All data fields can be made mandatory for entry before a Problem can be saved and also compulsory before a Problem can be closed Thisis achieved by setting the appropriate field properties when using the Form Design Although the Problem form is very configurable and fields can be added deleted or amended certain system fields willnormally be present The example defined in Figure 38 below shows the system default areas and data fields for Problem Form Layton Technology Page 119 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology polite a vas Dashboard Home Calendar Search Settings Assets Solutions Reporting B View Requests B View Problems B View Changes Problem Form Problem Id Date Logged Status Duration HD Mins Due By Resolved Date Log
154. ke S93 faa FIA Ae d Be ARA Geen Taker Ca ef heintae tat Me mk m am Casa Tinem arr Dim mm a Figure 15 QuickAction Menu Layton Technology Page 72 of 178 Layton ServiceDesk v6 User Manual v2 0 LAYTON Technology To customize the QuickAction list select the Customize menu option and you will then be presented with the QuickAction menu page where items can be added or removed from the QuickAction list See Figure 16 below The left hand selection panel contains the items available for section and the right hand panel contains the items that have been selected To add an item to the QuickStart menu select itin the left hand panel and click the single arrow button which will add the item to the QuickAction list Selecting the double arrow will move all items from one list to the other Items can be moved up or down inthe list by selecting the up or down arrows or by dragging the item to the desired location Once the QuickAction list has been selected click the Save button to save the setting Manage Quick Action Menu New General Request New IT Incidents New HR Requests Analyst Group Queues New Service Requests Add New End User New Task Search Request Search Problem Mew Problem Search Change New Change Search Task Dashboard Search Survey View Requests View Problems View Changes View Tasks Search Solutions Figure 16 Quick Action Selection Layton Technology Page 73 of 178 Layton ServiceDesk v6 User Manual v2 0 a
155. kills using key words in the email Alternatively Email Requests can be viewed first in the Email Pending queue and created manually by the support Analyst The Email Pending queueis accessed by clicking on the e mail icon inthe main menu For an Analyst to be able to view the Email Pending queue they first need to be given access via Administration Company Structure Manage Analyst Analyst Settings Site Access Analyst Incoming Mail Access Also Analysts can be notified by email when new End User Requests have been logged Forinformationon configuring the emails please see the Email Server Settings section Once the Email Server Settings have been configured the individual emails that can be sent out of the system can be enabled and modified in Administration Libraries Email Bodies End Users can registerthemselves when they access the ServiceDesk for first time providing the option is switched on using Administration General Settings Security Global End User Security Allow End User Self Registration Alternatively End Users can be initially set up one at time or imported from Active Directory or added as Requests are logged For more information on importing End User from Active Directory please see the LDAP Active Directory IMPORT END USERS section e Analysts The Analystis the ServiceDesk technician or Support Analyst or engineer who will be processing or responding to Requests as well as logging and resolving Problem
156. l sort the datain ascending order a second click will sortin descending order anda third click will clear the sorting Data can be filtered very quickly using the filter fields under each column header Enter the required valuein the desired filter field and click on the filtericon This will then display the filter options available To remove the filter click on the filtericon and select the NoFilter option at the top of the list Reports generated from the Request Problem Change and Action Tasks master tables will display a link fieldin the left hand column The link field will display a Request Problem Change or Task icon depending on the type of report This icon allows you to click through and view the details of an individual Request Problem Change or Task e Creating Charts Ifa Pie or Column chart report type has been selected the Available Fields and Selected Fields windows will be removed as they are not applicable to these types of reports An additional option for the Pie and Column Charts will be to Show Summary Grid A summary grid displays the same information that is represented in the Pie or Column chartin a grid format along with a grand total Select the Master Table from the drop down list The drop down list will display all of the tables inthe database The most common reports will involve Requests Problems Changes amp Tasks and the relevant mastertables forthese reports are listed below
157. l v2 0 Page 46 of 178 a LAYTON Technology The escalation process will be initiated when the resolve time or any escalation level is exceeded The following processes can be invoked using the Priority SLA form o Anautomaticemail canbe sentto a specified address o The Requestcan be automatically assigned to another Analyst o The Requestitself as displayed in the list views will change color The color setting is defined using Administration General Settings Request Settings By default the Priority escalation color willonly be applied to the Priority field in the list views however if preferred this can be changed so that it colors the whole row This colorsetting is found in Administration General Settings Request Settings Color Whole Row Note If a Request has a Suspend status all escalation is frozen until that status is changed to a status that does nothavea suspend status on it e Problem Statuses Problem Statuses are used to identify the stage or status of a problem Typical Problem Statuses would include Open Pending Change Known Error Closed or Resolved Problem Statuses are user defined and can be createdin Administration Libraries Problem Statuses To add or delete select the appropriate action and to modify simply select the Problem Status and rename as required You may also set the Suspend flag on a status that allows you to make that status freeze the escalation process Note Yo
158. lated Once the Solution is completed click save and the Solution will be added to the tree structure To add a Solution to the root of the tree structure click on the Solutions tree structure Solutions header and then click the Add button The Solution form is configurable in the Form Design section and the only mandatory field is the Solution ID name Itis advisable to link the Solutions to Request Types although general or stock Solutions do not necessarily need to be linked as this will make it easier for Analysts and End Users to browse and search Solutions e Self Service By default the Layton ServiceDesk Solution form has asystem field called Self Service sys_selfservice This field is used to determine whether the solution will be available to End Users via the Self Service menu If End Users are given access the Self Service feature they willbe able to view solutions that are marked Yes for self service For the self service option to be available for End Users you must have it switched onin Admin General Settings Security Global End User Security Allow End User Self Service e Solution Pop Ups On the default Layton ServiceDesk Solution form there is asystem field called Solution Pop Up sys solution popup This field is used to determine if Layton Service Desk will prompt an Analyst whena Request is being logged that there is a possible solution to the Request Type that they have selected When the
159. le Quick Tip When you export a report to PDF or schedule the report the data grid and charts are automatically scaled to fit the PDF perfectly you do not need to worry about how wide orlong the grid size is on the screen as Layton ServiceDesk willscale the grid to best fit the page layout however you may wish to change the page orientation if you have many columns and the grid is quite wide so maximze the amount of data you can get across the page PDF Reports In report design mode on the floating toolbar there is a PDF icon which allows you to see the report PDF Settings Each Layton ServiceDesk report can have its own PDF setting The PDF settings include many options such page format E g US Letter A4 etc page orientation Portrait or Landscape margin settings along with header and footer options You can even create passwords and security settings for the PDF Layton Technology Page 33 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology In the PDF footer or header text field you can use the system value of Datetime and this will show the date and time that the report was generated PDF Security Settings The PDF Security Settings allow you to protect sensitive reports from either being viewed printed copied once the PDF is created This is adds an extra level of security and peace of mind when emailing or distributing reports There are two password options 1 Owner 2 User The Owner password
160. list views of Analysts through the Copy List Views Function This can be used to restore list views for individual analysts To restore a list view from the default simply check the list views you wish to restore against each user and click the save icon This will copy the default List View to each checked user Copy List Views To Default This is useful if you desire to change the Default List View to one of the Analysts list view however care should be taken as this cannot be easily reversed e Heading amp Position Changes The form title and the position of the whole form can be moved by dragging the small square handle atthe top left corner of each object Selecting the title will display the title properties so youcan amend any details as required However care should be taken if the actual form title is being amended as this has been already defined as an Application Term within the Application Terms section in Administration System Settings Application Terms The special brackets around the title denote that the title is being obtained from the See Error Reference source not found below fora sample of the default Request List View Layton Technology Page 67 of 178 Layton ServiceDesk v6 User Manual v2 0 a AY TON L Technolo
161. lity and schedule of appointments Tasks and Call Back Reminders The Calendar view has options for Daily Weekly and Monthly views Depending on an Analyst s permissions they can be given access to see their schedule only orthose of other Analysts within their Group or they can be given full access to the schedule for all Analysts There are two main views the Calendar View and the Availability View e TheCalendar View The Calendar View provides options for Daily Weekly and Monthly views See Figure 23 below fora sample of the Monthly Calendar view Layton Technology Page 93 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology etife Nadie Dashboard Home Calendar Search Settings Assets Solutions Reporting Calendar View Analyst Avalibility View May 2010 Day Week Month May v 2010 v May 2010 Mon Tue Wed Thu Fri Sat Sun 1 2 Mon Tue Wed Thu Fri Sat Sun C apia EEEE EHS Ea 26 Apr 27 28 29 30 1 May 10 il 12 13 14 15 16 17 18 319 2021 22 23 17 12 00am Task 767 24 25 26 27 28 29 30 2 31 Today 2 06 2010 3 4 5 6 7 8 Admin z 18 9 10 11 12 13 14 15 19 16 17 18 19 20 21 22 20 23 24 25 26 27 28 29 21 30 22 2 48pm Callback 75 6 Figure 23 Analyst Calendar By default the view will be set to the current logged on Analyst s Calendar Ifthe Analyst has permissions to view the Calendar of othe
162. ll be displayed The Task icon will have atick displayed if there are Tasks present for that Request and on positioning over the icon the number of Tasks will be displayed The Comments Icon identifies whether any Comments exist forthe Request If there are any Comments a tick will be displayed and hovering above the icon willdisplay the number of Comments If an Analyst has added a Comment tothe Request that the End User has not yet viewed there will be a red exclamation mark E on the icon indicating to the End User that there is an unread Comment on the Request Click the Comments icon will show the comments listed and the Comment details can be viewed by clicking the expand icon gt The Status icon shows whether the Requestis open or closed E although as mentioned above other open Request Statuses can be defined see Request Statuses By selecting the Status icon the status of the Request can be changed providing the End User option has been set accordingly In any of the above views the Request can be selected to view oramend if allowed by selecting any data field fora particular Request e g the Request ID Date etc The End User Requestform will be displayed showing all the Request details See the LOGGING A NEW REQUEST END USER section above for details on individual fields Layton Technology Page 145 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology UTILITIES LDAP Active Directory IMPORT END USERS
163. log file can be foundin LaytonServiceDesk HB_ Data Export e License Information This area contains the Layton Service Desk license information and customer details The product name and version are displayed together with the Customer Name CustomerID and License Key It will also display the number of End Users and Analysts that you are licensed for Without a valid license key the system will operate in evaluation mode If you are a Registered Customer youcan use the Get License Key link to generate a product key from our website You will need to enter your Registered Company Name amp ID details before clicking the Get License Key link as it will use these details to login to the customer support section of the Layton Technology website Layton Technology Page 159 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology GENERAL SETTINGS e RequestSettings This section contains settings that will determine the default values when anew Request is logged suchas the assignment amp ownership default Status Priority and other fields along with the escalation colors anda number of other configurations settings Descriptions of each setting are detailed below Owned by Default amp Owned by Specified This Specifies the default value for the Request Owned By field when anew request is logged ora new End User Request is logged Decide who and how Request Ownership will operate and what or whethera default should
164. logy Page 82 of 178 Layton ServiceDesk v6 User Manual v2 0 A LAYTON Technology e Creatinga New Report To create a new repor select Reports then click on the New Report sub menu item and you will then be presented with the Report builder page See below for a screen shot Report Builder Report Hame Category Request ia ie lt A Step l Select columns pidor greupange Deire hee holda te wedhucs in Be ropert Av libig Fielda Salected Ferida Masher Table 7 Report Type e sd Grea Bie 7 Step 2 Select filters Add any filters to be applied to the report Y Step 1 Summary options Add any gurney wah bo Be eluded wth ropat z COLT SUM Aa BAe HIK Mora Give the reporta name and select the report category The reports categories are displayed inthe lefthand panel of the reports page and the reports are sorted alphabetically within each category You can move reports to different categories simply by changing the Category they are saved in from the drop down list The next step is to select the type of report you and the available options are Grid Pie Chart Column Chart and Trend Chart If you select a Chart type as your option there is an additional check box so you can add the data grid to also be displayed Instructions for each type of report are detailed below Layton Technology Page 83 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Creating a Grid Report Select th
165. lution Pop Ups section The options are Layton Technology Page 162 of 178 Layton ServiceDesk v6 User Manual v2 0 LAYTON Technology None Turns OFF the Solutions Pop Ups irrespective of whetherindividual Solutions have the Solution Pop upfield setto Yes Specified Only Will only pop up Solutions linked to the Request Type that have the Solution Pop Upfield set to YES All Will pop up all Solutions linked to the Request Type irrespective of whether the individual Solutions have the Solution Pop Up field setto YES or NO Mark Request Responded When This setting determines when a requestis considered to have been responded to For more information on Request Response please see the Priority SLA section If this is setto On Assignment when arequestis assigned to an Analystitis marked as responded Ifthisis setto On First Public Comment the request willonly be marked as responded when an Analyst adds a PublicComment A PublicCommentisacomment that the End User can view anda copy of the comment will be emailed to them Enable Request Class Tabs If Request Classes are being used this setting determines if the list views for the different Request Classes are displayed in different tabs or if they will be displayedinasingle list Figure 54and Figure 55 below show the result of the two settings Please note that Request Class Tabs are only applicable to the Analyst s request list views not End Users Formore information on
166. mponent you will provided with alist view of that data Layton Svice Desk v6 0 pele siig Dashboard Home Calendar Search Settings Assets Solutions Reporting Fe E B View Requests B View Problems B View Changes E View Tasks 4 Whiteboard pa Group Queue e New El My Stats My Assigned Requests My Owned Requests My Tasks My Assigned Problems My Assigned Changes Open Requests by Analyst m Open Requests by Analyst Group a ri BilbbEK B Requests All Open Requests Requests on Hold Requests at Level 1 Requests at Level 2 Requests at Level 3 Requests Outside SLA B Problems All Open Problems Problems on Hold Problems At Level 1 EUBRBRS HBS 2 ig lO CO OW lm p Problems At Level 2 Problems At Level 3 Problems Outside SLA Open Problems by Ana Open Changes by Analyst te te k 900 Ol l gt x Jan Clark 1 5 25 Jm Clark 2 5 41 gt Gene Temey 1 5 25 No Analyst 11 29 73 No Analys 4 25 00 Gene Temey 1 72 70 E Changes David Jones 1 2 70 gt All Open Changes Z Changes Scheduled This Week Overdue Changes Is oS in oN gt El System Stats Requests Logged Today Requests Closed Today Average Daily Requests past 30 ays O Ole gt Aakmin 10 62 50 Admin 22 59 45 Figure 22 Dashboard By default all Analysts have access to the Dashboard To turn off Dashboard access for an individual Analyst go to Administration
167. n 9 Government The software is provided tothe U S government only with restricted and limited rights Use duplications or disclosure by the Government is subject to restrictions set forth in FAR sections 52 227 14 and 52 227 19 or DFARS Section 52 227 7013 c I ii as applicable Manufacturer is Layton Technology www laytontechnology com 10 Governing Law This agreement and any dispute or controversy arising out of or relating thereto shall in all respects be governed by and construed inthe accordance with the laws of the State of Florida excluding its conflicts of laws principles Layton Technology Page 178 of 178 Layton ServiceDesk v6 User Manual v2 0
168. n the list view or just applied to the Priority cell Currency Symbol Determines the currency symbol used in the Request Cost sheets and reports Layton Technology Page 164 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Problem Settings This menu item will only be displayed if the Problem amp Change feature is turned onin Administration System Settings Application Settings Enable Problem amp Change This section contains settings that will determine the default values when anew Problem is logged such as the assignment amp ownership default Status Priority and other fields along with the escalation colors anda number of other configurations settings These settings workin exactlythe same manner as described above inthe Request Settings section Owned by Default amp Owned by Specified Assigned to Default amp Assigned to Specified Default Status Default Priority Default Urgency Default Impact O O O O O DO Default Service Change Settings This menu item will only be displayed if the Problem amp Change feature is turned onin Administration System Settings Application Settings Enable Problem amp Change This section contains settings that will determine the default values when a new Change is logged such as the Requested by Default Assigned to Default Default Status and other default values along with settings that determine how the change approval process is handled
169. n ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Additional Change Functions The other icons on the Change request form are listed belowalong witha description of their functions D Change History Shows details of all changes made to the Change The date and time stamped changes show Analyst End User Type of Change and Field changed F Links Shows if the requestis linked to any Problems or Requests To link the Change to an existing Problem or Request click onthe Addicon above the link list The next page will display alist of currently open Requests amp Problems and the two lists will be displayed in differenttabs If any Requests or Problems are already linked to this Change they will be displayed at the top of the list and will have the linked check box selected To link to a Request or Problem simply check the box of the required item Comments This will allow the analyst to view or create comments against the Change For more information on Comments see the Comments section oo 5 Tasks Shows the Tasks associated with the Change and allows you to update as required New Tasks can also be added For more information see the TASK SCHEDULING section Attachments Change Attachments allow the Analysts to Upload files to a Change to act as an attachment Formore information see the Request Attachments section 7 Call Back Reminders Call Back Reminders enable Analysts to set reminders for themselves or othe
170. n display alist of the other approvals and the required approval can be selected Once the approval workflow has been defined the first approvalin the process can be set to Requested This will trigger the email to the approving Analyst and once they have made their recommendation it will automatically change the approval state for the dependent approvals to Requested There are three Change Settings which will determine how the system processes the approval workflow These settings can be found in Administration General Settings Change Settings Auto Set Approval Status to Approved on Unanimous Approval lf turned ON when all Change Approvers have approved the Change it will automatically set the Change Approval Status to Approved If this setting is turned Off the Change Approval Status will need to be set manually by an approved Analyst by selecting the Approval Status drop down list on the Change form Stop Approval Workflow Process on First Rejection lf turned ON the Change Approval workflow process will stop when an approver rejects the approval If turned Off the Change Approval workflow process will complete each step in the workflow even if rejected by one or more of the approvers Auto Set Approval Status to Rejected on First Rejection If this setting is turned ON the Change Approval Status will be automatically set to Rejected when any approver rejects the Change Layton Technology Page 134 of 178 Layto
171. native to the LDAP Active Directory import and allows you to importthe end users from whatever system you have them in Layton Technology Page 149 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology To import the End Users you must copy the file into the HB_Data Import sub folderin Layton ServiceDesk LaytonServiceDesk HB_Data Import You can then start the import process by clicking Administration Utilities Import End User CSV TXT This will display all the files you have inthe import folder Click onthe one you wish to import You will be shown a screen that allows you map each column to a fieldinthe End Usertable This includes any user defined fields that have been created Click Importto import the End Users The importing utility requires that the first row of the data file contains the column header and that the column you map to the fieldsys_eusernameis unique When the import runs the system will give a report on how many rows were processed and how many rows were omitted and how many rows were imported Ifthe License Limit is exceeded the import will not be permitted You will need to contact Layton Technology fora new license key to increase the number of end userlicenses Asample import file is located in the program s Import folder to give an example of how the file should be structured PURGING Purging permits the user to purge selected records from the database The purging options are as follows
172. ncluding End Users Public or just Analysts Private Analysts who have been given permission to compose Whiteboard messages can do so from the Main Menu Home Menu 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 e Survey Surveys can be generated by the system for the End User to complete when their requestis closed Thereisa list of user defined questions and responses provided using a pre determined value rate i e 100 so the user responds with their opinion mark out of 100 The survey can be issued at any frequency i e every closed request orevery 10th or whateveris preferred An email notification and a Whiteboard notice reminder can be sentto End Users for any incomplete surveys The survey and questions can be modified from Administration Form Design Survey and any number of additional questions can be added Layton ServiceDesk Process Flow Diagram http laytonsupport com index php oldid 1345 Layton Technology Page 22 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology CONFIGURING THE SYSTEM This Chapter describes how to configure Layton ServiceDesk and although you can follow the sectionsin order there is no real need Because the system i
173. nd using the LDP exe tool which is included in the support tools kit from the server Operating System CD If you would like to map additional Active Directory attributes to new user defined End Userfields then these fields will first need to be created in Administration Data Design End User Data Filtering Users amp Organizational Units Selecting the Filter icon in the LDAP connection list will allow you to select which OU s and or Users are to be imported The Active Directory tree structure willbe displayed with OU s indicated bya foldericon 3 and a a Users represented by ausericon s Simply select which OU s and or Users you wish to import Click the save button to save the filter settings e Running the Import The LDAP Active Directory import will run automatically according to the setting specified in the LDAP End User Import section of the LDAP configuration settings If this field was setto Never the import can be run manually by clicking the Import Users icon This runs the Importin three steps and outputs the results toa logfile Layton Technology Page 148 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Step 1 The import checks forall End Users in Layton ServiceDesk that are notin Active Directory These users are written to the Log file They can be dealt with by the Layton ServiceDesk Administrator at a latertime Step 2 The import checks forall End Users in
174. nding onthe Change settings configured in Administration General Settings Change Settings the Change Status can be automatically changed to Approved or Rejected depending onthe outcome of the Change Approval process For more information on these Change settings please see the Change Settings section Ifthe Change does not require approval from additional Analysts or CAB groups then the Change Status can be manually changed from Pending to Approved or Rejected by any Analyst who was been given permission to change the Approval Status This Analyst Setting can be foundin Administration Company Structure Manage Analyst Analyst Settings Access Restrictions Can Set Change Approval Status e Change Urgency amp Impact Urgency The Urgency of the Change can be selected from the drop down list The urgency list can be defined under Administration Libraries Urgency Impact The Impact of the Problem can be selected from the drop down list This list of Impacts is defined under Administration Libraries Impact e Services Affected The Services Affected field allows you to enter one or more IT or Business Services that are affected by the Layton Technology Page 131 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Change The selection of the Services Affected works in the same manner as outlined in the Logging New Problem section and the details can be viewed inthe Services Affected section e Asset
175. ng Administration System Settings License Information You can activate your product by entering your Registered Company Name amp ID details in the spaces provided and then click on Get Key This will connect you to the Layton Technology website and allow you to generate a key for your product You are now ready to start the configuration of Layton ServiceDesk MANAGE COMPANY SITE amp DEPARTMENT Most ServiceDesks generally provide support services for End Users within their own organization only However if your ServiceDesk willbe providing support services to external or third party companies Layton ServiceDesk has the abilityto create multiple Company identities and End Users can be assigned to their company The default Layton ServiceDesk installation has the Company feature turned off by default If your Service Desk will be providing support to external or third party companies then you can turn onthe Company feature by going to Administration System Settings Application Settings Company Level e Manage Company If your Layton ServiceDesk implementation will be used to support external or third party companies you will want to turn on the Company Level option in Administration System Settings Application Settings Company Level Once this is turned on you can define the Companies under Administration Company Structure Manage Company You define a Company by a single identifier that must be unique Layton Tech
176. ng any data field againsta Request Ifa Memo Large Text type field is placed on the search form the system will perform a fuzzy match of that field ratherthan an exact match elite adie Dashboard Home Calendar Search Settings Assets Solutions Reporting E Search Request Search Problems Search Changes c Search Task e4 Search Survey Search Requests Request Id Request Date End User amp Asset 4 Request Type Solution X Assigned To 4 Assigned To Group H Owned By H Priority SLA ican a Status m Site k Description p Figure 21 Search Requests Layton Technology Page 80 of 178 Layton ServiceDesk v6 User Manual v2 0 LAYTON Technology DASHBOARD The Layton Service Desk Dashboard provides ServiceDesk Managers and Analysts with a quick and easy visual overview of the current state of the ServiceDesk The Dashboard charts and statistical data provide all the critical information you need at your fingertips making the task of monitoring the performance and workload of ServiceDesk that much easier With the information displayed onthe Dashboard you can quickly identify any trends or changes to the service levels and take proactive action The charts have a range of filter options which allow you to quickly change views for example you can see the number of Requests that are open by Analyst Analyst Group Priority Status or Site All chart components are drillable and by clicking a data co
177. ng the Select Analyst icon next to the Logged By field Layton Technology Layton ServiceDesk v6 User Manual v2 0 Page 120 of 178 a LAYTON Technology Assigned To This is the Analyst who is assigned to the Problem and this can be automatically populated if configured The Assignee is usually defaulted to the Analyst logging the Problem See the Problem Settings section for details Using the Select Analysticon nextto the Assigned To field the Problem can be assigned to another Analyst If the Skills option for Analysts is used and matches the Problem Type entered then the appropriate Analyst will be suggested for assignment Ifan Analystis on leave orhas an Absence currently scheduled then there will not be atick inthe Available column However the Analyst can still be selected if required For more information on Analyst Absence please see sections Error Reference source not found Assign To Group The Analyst Group if required can be automatically populated providing Analysts have been associated with Groups see System Configuration and Manage Analyst Groups However if the Analyst belongs to more than one Group then the Group cannot be auto populated so the Select Group screen will be presented to choose a Group However if the Problem is to be assigned toa Group and not an individual Analyst then on selecting the icon Select Group the Analyst Groups will be displayed If the Skills Loading
178. nology Page 24 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Manage Site If your Layton ServiceDesk implementation is to support multiple sites then you will need to define them under Administration Company Structure Manage Site You define a Site by a single identifier that must be unique Sites can also be created automatically as part of the LDAP Active Directory End User Import Feature If an End User is imported into Layton Service Desk and their Site is not already listed in the Manage Site section it will automatically create this Site If you have enabled the Company Level option as mentioned inthe Manage Company section above then you can add the Company ID system filed to the Site form so that you can assign a Site toa Company The Site formcan be modified by going to Administration Form Design Site For more information about adding system and user defined fields to the forms see the FORM DESIGN section e Manage Department Departments are associated with the End Users and can be defined by going to Administration Company Structure Manage Department Departments can also be created automatically as part of the LDAP Active Directory End User Import Feature If an End User isimported into Layton Service Desk and their Departmentis not listed in the Manage Department section it will automatically create this Department If you have enabled the Company Level option as mentioned inthe Man
179. nt form elements and properties User Field System Field and Drop Down Lists are all data bound elements that input data to fields inthe boundtable Labels are statictexton the form Images allow staticimages to be placed on the form and Page properties affect the back color of the form Add Label Insert Hyperlink Add Read Only Field Add User Field r sepie Add Drop Down List Add System Field Addimage Page Properties Preview P Snap to Grid On Off Figure 8 Design Toolbar System fields and Buttons are special reserved fields that are required by the ServiceDesk system Some of them must be held onthe form and the user is prevented from deleting them Layton Technology Page 55 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Label Elements Although statictext label elements can be made to display system terms as defined in the Application Terms section To make a label display a system term specify the term inside in the label value property of the label When displayed on the form the bracketed term will be replaced with the system term For example user Analyst enduser End User request Request requesttype Request Type A full list of system terms are defined in the Application Terms section e Defining anew field To add a new field label select the Add Label icon W from the toolbarand setthe properties and press
180. nt or Change click on the link and the details of the email will then be displayed To convert the email into a Problem click on the Convertto Problem icon A This will then display the Problem form and the email subject will be mapped to the problem summary field and the email body will be mapped tothe problem description field To complete the conversion click on the save button and this will save the Problem and delete the email from the email pending queue If you cancel without saving this will return you to the Email Pending queue without converting the email into a Problem Layton Technology Page 126 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Closing the Problem and linked Requests Open closing a Problem if there are any open Requests that are linked to this Problem a pop up dialog box will prompt the Analyst as to what action should be taken regarding these open Linked Requests There are three options available Leave Open This option will close the Problem and leave open any linked Requests If enabled inthe Email Bodies section the following email notifications will be triggered Problem has been Closed Notify Analyst who logged Problem Problem has been Closed Notify Analyst Assigned to Linked Requests Problem has been Closed Notify Analyst Group Assigned to Linked Requests Close This option will close the Problem and close any linked Requests If enabledinthe Email Bodies section the follo
181. ntera detailed description of the Change Rollback Plan e Change Approval Process Changes can be approved either manually by any authorised Analyst or by a Change Approval workflow process which can involve one or more Analysts or CAB Groups Layton Technology Page 132 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Change advisory boards CAB assistin the assessment prioritization and approval of requests for change The CAB group is generally made up of Analysts that are chosen to ensure that the change request is assessed from both technical and business points of view The type of Change and services or assets affected will dictate the required CAB members CAB groups should offer the different perspectives necessary to ensure proper decision making A CAB isan integral part ofa defined change management process designed to balance the need for Change with the need to minimize inherent risks The Change Approval process can automatically update the Change Approval Status field based on the configuration settings in the Change Settings section For example you can configure the system to automatically set the Change Approval Status to Approved if all Change Approvers recommend the change Ifa Change requires one or more Analysts or CAB Groups approval before the Change can proceed the Analyst or CAB Groups can be added to the approvals list by clicking the Change Approval cont You will then be presente
182. nthe Form has alayerorder You have the ability with images to bring them to the front of the layeror sendthemto the back of the layer Sending them to back will cause the image to appear behind otherelements Bringing it to the front will cause the image to appear in front of other elements By using the Maintain Layer option the image layeris left where itis To change the layer details click on the image to view the image properties e Adding Hyperlinks Hyperlinks can be added to any form by clicking the Add Hyperlink cond Hyperlinks allow you to create links to external documents or applications and also be able to pass the values of form fields as a querystring inthe URL Forexample a hyperlinkin the request form can be made to link to an external web application and passin the value of the sys_request_idfieldin its querystring Hyperlinks can be made to display in three ways in anew window replacing the entire Layton Service Desk view or display the linked documentin the currentframe Although static text by default hyperlinks can be made to display system terms as defined inthe system configuration section To make a hyperlink display a system term specify the term inside in the hyperlink caption property When displayed the bracketed term will be replaced with the system term Available Terms Are user Analyst enduser End User request Request requesttype Request Type solution Solution eclien
183. nu order e Whiteboard amp AnalystGroup Queues _ Whiteboard The Whiteboard allows an Analyst to place messages on the scrolling banner at the top of the screen Messages can be edited by clicking on them or added by clicking the Add New icon You can specify a start and end date between which the message will appear a subject and who the message was created by In addition you may specify a public private flag that allows the message to be shown only to Analysts private or to both End Users amp Analysts public There are also filters that allow you to post Whiteboard messages that are only visible to specific Analyst Groups Site Departments or Companies Layton Technology Page 102 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology ec Analyst Group Queues The Analyst Group Queues display the current number of Assigned and Unassigned requests for each Analyst Group Ifthe Problem amp Change Management feature has been enabled then there willbe columns displaying the number of Assigned and Unassigned Problems amp Changes for each Analyst Group LOGGING A NEW REQUEST ANALYST New Requests are created or logged by Analysts using Home New Requestor by using the QuickAction Menu or by converting an incoming email into arequest The Analyst Request form is displayed allowing you to enter Request details as required or as you have defined using Administration Form Design Analyst Request
184. o cross referenced and you can jump to a figure by pressing Ctrl Click on the figure reference Layton Technology Page 9 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology INSTALLATION PROCEEDURE 1 Run the MSI installation file This will take you through the setup procedure for Layton ServiceDesk The installation procedure will create the program folder as Layton ServiceDesk v6 0 in the selected program location during installation Note You may need to stop your IIS Services first in order to geta successful installation Then re start all IIS Services when installation is completed to access the application 2 The website LaytonServiceDesk will be created under the default web site in IIS unless you specify a different location during installation The Default Web Site is recommended ie Layton ServiceDesk Layion z SERVICEDESK The installer will install Layton ServiceDesk to the following web location To install to this web location click Nest To install to a different web location enter it below Virtual directory Laytons enviceLDesk Physical Location C Program Files s86 Layton TechnologyLayton ServiceDesk Browse Cancel lt Back Layton Technology Page 10 of 178 Layton ServiceDesk v6 User Manual v2 0 LAYTON Technology 3 During the installation you willbe prompted with the Database Tool to Connect to the SQL Server You will have the option to Install
185. o enter the Field Name Type Text Integer Currency Date etc and Size and when completed select Save The Field Names do not have to the same as the Form name or label as these are defined using Any field you do add in data design must be prefixed usr_ Once a user defined data filed has been added to the data table the field can be added to the forms by selecting the Add User Field icon onthe floating Toolbar inthe FORM DESIGN section FORM DESIGN All key forms or screens displayed by the system are user configurable This means that field names orlabels can be changed fields moved around using drag and drop technique and database fields removed or added as required New data fields you wish to add to a form should have been created previously using DATA DESIGN The following is the list of all forms that can be amended using Administration Form Design and what they are used for Layton Technology Page 52 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Copy Request Forms Allows you to copy a form from another Request Class to expedite the form designing process Defines the Banner as shown at the top of the screen Defined the Banner as shown at the top of the Administration screen Defines the Task form for actions either associated with Requests Problems Changes Recurring Tasks or freestanding End User Request Used by the End User to log Requests N B If yo
186. o their home screen without having to enter their username and password For more information on the Auto Logon feature please see SYSTEM ACCESS AND MENU e Login Page Afterselecting the Layton ServiceDesk shortcut or web connection you are then be presented with the Logon screen to enter your user name and password If you are using the system for the first time andthe Register End User option is displayed you can immediately register as a user by selecting that button Complete the registration details as defined you may need to enter all fields oronly some and select the Save icon SERVICEDESK Login Analyst Login End User Register End User Figure 43 Login Page Layton Technology Page 137 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology SERVICEDESK End User Self Registration End Username NewUser Forename SS rt SY Surname SS Department fr 4 H Site T 5 Telephone o Email SS Fax O Note To change your password please use the My Password option in your menu ml Figure 44 End User Self Registration e Menu Structure When accessing Layton ServiceDesk as an End User you will be presented with the Menu structure atthe top of the screen with your default home screen or list view set to My Open Requests orthe view as defined by the system administrator The Menu structure is a cut down version of the normal Analyst Service
187. oes the system assigns that request type and processes the new request accordingly If notit will try to use a request type as defined by Email Key Words defined within Libraries using first the textin the subject and then the body of the email Ifthe option Create Unassigned Request is set to Off any incoming emails that do not have a subject line or Keyword match with a Request Type will not be automatically processed as they will not be able to be automatically assigned They willstay inthe Email Pending Queue and can be manually converted into Requests Comments Problems or Changes The Email Pending Queue icon in the main menu willonly be visible to Analyst that have been given access to the incoming email in Administration Manage Company Manage Analyst Settings Site Access Incoming Mail Access Ifthe Create Unassigned Request option is setto Yes incoming emails with subject lines that do not match a Keyword or Request Type will be created as Unassigned Requests and appear in Home View Requests Unassigned Requests Depending on the Analyst s home screen view setting the Unassigned Requests would also appearin any lists of open requests If the Analyst has access to the Dashboard the number of Unassigned Requests will also be displayed in the Requests Stats section Email that does not come froma recognized end user email address will remain inthe email pending queue and this mail can be processed manually
188. or manage requests from End Users at these Sites They can be added and removedas Skills are e AnalystSettings Each Analyst hasa number of individual settings which are categorized ina Tab view These are accessed through the Manage Analyst screen by clicking the Edit button in the Settings column for the Analyst required Asummary of the Analyst Settings is details below e General 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 inthe Main Menu Settings section Any settings changes willnot take effect until they login again e Access Restrictions This area defines access restrictions pertaining to the Analyst for viewing requests running Reports and viewing Statistics allowing Request Ownership amp Assignment as well as other options e 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 e Comment This area defines Comment privileges whether Analysts have the ability to edit delete make and view public private e Escalation amp Overflow Layton Technology Page 27 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology You can enter email addresses hereto send out escalation notifications based on the
189. ort To copy an existing report click on the edit reporticon for the report that you want to copy Thenin the main report builder page rename the report and then sel ect the category that you would like the report to appear under and then click the copy button Restore Default Reports This feature allows you to restore the default reports to their original settings Restoring areport will overwrite any existing report with the same name CALENDAR chapter Absence Types can be set up using Administration Company Structure Manage Analyst Absence Type Any Absence Type can be defined including work related absences such as Site Visits Conference Training etc Absence Types can also be color coded which provides for easy visual representation in the Analyst Availability view END USERS End Users can be pre defined orinput before the system is implemented orinput as required or on the fly as Requests are received Also if End Users are given direct access to the system and the option is switched on then they can register themselves as and when they connect to the Service Desk for the first time All methods can be used in combination with each other but whichever method s you decide on first you must define the End User data structure and forms You may find the default data and forms satisfactory but if not you can add or delete data fields as required by using Administration Data Design End User Data Layton Technology Page 35 of
190. p Change Requested By amp Assigned To Scheduled Start Finish and Completion Layton Technology Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Page 6 of 178 104 105 105 106 107 108 108 109 110 113 113 116 116 117 117 119 120 120 121 122 123 124 124 125 126 127 127 129 129 130 Change Types amp Change Statuses Change Approval Status Change Urgency amp Impact Services Affected Assets Affected Change Summary Description Impact Implementation amp Rollback Change Approval Process Additional Change Functions Converting an Incoming Email into a Change USING LAYTON SERVICEDESK END USER Login Page Menu Structure LOGGING A NEW REQUEST END USER UTILITIES Request Number amp Time Stamp End User Details Asset Information Request Type amp Problem Details Other End User Fields Viewing and Editing Requests LDAP Active Directory IMPORT END USERS Setting up the LDAP Active Directory Connection Setting up Active Directory Mappings amp Filters Active Directory Attribute Mapping LDAP Active Directory IMPORT ANALYST IMPORT END USER CSV TXT PURGING EXPORT DATA CLEAR DOWN DATABASE SYSTEM SETTINGS Layton Technology Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Page 7 of 178 130 131 131 131 132 132 132 135 136 136 137 138 141 142 142 142 143 143 144 146 146 146 147 148 149 149 150
191. pe folder corresponding to the Request Type that was selected on the Request Form Request Types are linked directly to Solutions and so this type of search can obtain a single ornumber of Solutions depending inthe Request level entered See Figure 35 below Layton Technology Page 109 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology HelpBox Internet Explorer provided by Dell Search Clear Problem Desc v Solutions 18 v Business Software 0 0 MYOB 0 v Faults 11 gt Hardwares 2 Network Slow Test test Solution Desc v Network 4 jj Email Failure 0 v _jj Network Slow 4 5 Network Slow Network Slow Test 5 Network Slow Test 2 5 This is a new Test Solution to tes CB No Internet 0 gt Peripherals 1 gt j Printer 2 gt Software 2 gt Hardware 0 gt HR Request 0 Lj Incidents 3 gt Information 3 5 0 PABX 0 gt Request Change 0 Router Problems 0 gt Training 0 5 Test Video Sample Figure 35 Solutions The Keyword Search will search the Solutions Base using a fuzzy matching method on ANY Solution Base field Solution Solution Description or Problem Description Once selected the Solution will populate the Solution field and the Solution Description on the Request form If the Solution was not found then a new Solution can be added by using Add button on the Solution screen Alternatively aSolution Descript
192. ps as well as individual Approvers The approval process can also involve a workflow process which requires the approval of one Analyst before approval is requested by the next Analyst in the workflow For more information on Change Approval please see the Change Approval Process section e RequestTypes Request Types or Problem types are the method of categorizing Requests and therefore providing statistics and analysis of issues or requirements raised They are also used as the basis for the Skills profile of Analysts and Analyst Groups for auto assignment or suggestion of assignment In addition Request Types can define Site or Department managers or specified Analysts who can be responsible for certain issues which will override any general skills assignment rules Request Types are also used to link directly to the Solutions Base so for particular Requests or Problems a Solution can be automatically suggested Request Types can also be linked to Request Classes which are used to define multiple Request Forms so depending on the Request Class or Request Form only certain Request Types will be displayed This is achieved when defining the Request Classes Layton Technology Page 19 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Request Types are user defined and can either appear as a tree structure with no limit to the number of levels oras inter dependent drop down lists Also when a Request is logged any Re
193. quest Type level can be selected or used to categorize the Request i e a Request Type could be specified as PC Hardware Fault only or a specific problem within PC Hardware Fault such as CD Drive Failure Request Types are defined using Administration Libraries Request Types and should be setup before implementing the system although they can be added by Administrators at any time The administration of the Request Types tree structure features asimple drag and drop function which allows for the easy maintenance and re arrangement the Request Type structure For more information on creating and managing Request Types please see the Request Type section note Once a Request Type has been usedin a request you cannot remove that Request Type until you have purged all requests opened or closed that have used that Request Type e Solutions A Solutions Base or Knowledge Base is provided for the customer to create solutions for particular Requests so when the same issue arises again a solution can be quickly identified Solutions can be associated with the Request Type so when a Request is logged the Request Type is automatically used to search the Solutions Base and identify a predefined solution for the Request Alternatively all Solutions can be viewed or any text string can be used as the search criteria Solutions can be added as Requests are logged End Users can also be given access to the Solutions Base through the Self Service fe
194. r Analysts The reminderis set for a specific day and time along and can be assigned to any Analyst e g Change Costs Any Costs as a result of the Change either Analysts Time or chargeable Items can be logged against the Change For more information on costs see the Request Costs section Layton Technology Page 135 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology E Change Change Status The Change Status screen is displayed allowing you to change the Status of the Change Either to Close or any other Status you may have defined Cancel Request Changes A new Change will not be created and you are returned to your Home page y Save Request A new Change is created and the Change formis closed and the Home list view is displayed Note The Save option MUST be selected otherwise the Change details will not be saved and the Change will not be created In addition to the above default system fields any other User Defined data fields can be added to the Change form as outlined in the CONFIGURING THE SYSTEM section e Converting an Incoming Email into a Change An incoming email can be manually converted into a Change through the Email Pending Queue To configure the Incoming Emails please see the Email Server Settings If there are any incoming emails pending this will be indicated by the number of emails on the incoming email iconv inthe top rightof the menu Analyst access to the Email Pending queuecan
195. r Analysts they can select a different Analyst from the drop down list on the left hand side of the page The Analyst setting that determines if an Analyst can view the Calendar of other Analyst can be found in Administration Company Structure Manage Analyst Analyst Settings Restrict Analyst Calendar There are four restriction settings No Access The Analyst does not have access to the Calendar and the Calendar menu item will not be available for this Analyst Own Access The Analyst will only have access to his own calendar Own Group Access The Analyst will be able to view the Calendar of any Analyst that belongs to the same Analyst Groups as this Analyst Layton Technology Page 94 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Full Access The Analyst will be able to view the Calendars of all Analysts in the system e Viewing Call Backs Tasks and Appointments Any existing Callbacks Tasks or Appointments that have been scheduled forthe Analyst will be displayed in the appropriate day and timeslot Any Tasks listed will be identified with the Task subject line along with the Task ID numberand the Task Type e g Task 775 Install Upgrade Any Callbacks listed willbe identified with the Callback subject line along with the related Request Problem or Change ID number e g Callback Request 5564 To view the details of an existing item double click it and you will rece
196. r SMTP is 25 Specify the email address of the outgoing email account Specify the reply email address of the outgoing emailaccount Select if the SMTP Server uses SSL Secure Sockets Layer Layton ServiceDesk v6 User Manual v2 0 Page 156 of 178 a LAYTON Technology Auto Import Email Requests If set to On any incoming email will be automatic converted into requests providing that the senders email address matches the email address of a registered End User Emails that do not have a matching End User will sitin the Email Pending queue where they can be processed manually Setto Off emails will remainin the email pending queue where they can be viewed and processed manually Auto Import Email Comments If set to On any incoming email Comments will be automatically updated otherwise theywillremaininthe Email Pending queue where they will await manual processing Emails with a numeric value in subject line matching a request number will create anew Comment against that request Email Additional Analysts on Email Comment If set to On Analysts will have the ability to email cc addition Analysts when adding acommenttoa Request Problem or Change e AuditWizard One of the key advantages of Layton ServiceDesk is its ability to connect directly to an existing AuditWizard database For more information on the Assets tab please see the ASSETS AuditWizard Connection section See Figure 50 below showing the Aud
197. r can be selected by using the Select icon next to the Requested By field This will display the list of Analysts and End Users in two separate tabs Layton Technology Page 129 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Assigned To This is the Analyst who is assigned to the Change and can be automatically populated if configured see Change Settings Using the Select Analysticon next to the Assigned To field the Change can be assigned to another Analyst Ifan Analystis on leave orhas an Absence currently scheduled then there will not be atick inthe Available column Howeverthe Analyst can still be selected if required For more information on Analyst Absence please see sections Error Reference source not found Assign To Group The Analyst Group if required can be automatically populated providing Analysts have been associated with Groups see CONFIGURING THE SYSTEM and Manage Analyst Groups However if the Analyst belongs to more than one Group then the Group cannot be auto populated so the Select Group screen will be presented to choose aGroup However if the Change is to be assigned toa Group and not an individual Analyst then on selecting the Analyst Group selection icon the Analyst Groups willbe displayed Once assigned toa Group in this way and an Analyst is not assigned then the Change will appear as an unassigned Change within the Group and viewed through the Analyst Group
198. re including but not limited to all documentation user manuals training materials and media is Copyright c 1998 2006 by Layton Technology Inc All rights are reserved 1 License Layton Technology Inc Layton Technology hereby grants to you and you accept a limited nonexclusive license to use the Layton ServiceDesk computer software program contained on the enclosed in machine readable object code form only along with the accompanying User Manual collectively the Software only as authorized in this License agreement Except for the rights specifically granted in this Agreement Layton Technology retains all right title and interest including without limitation copyright and other intellectual property rights in and to the software 2 Use Installation and use of the software is strictly limited to the following terms and conditions a The software may only be used where the number of End Users registered within the system does not exceed the number of End Users referred to by the License Pack purchased and as indicated on the Layton Technology invoice End Users are classified as users or customers that are supported using Layton ServiceDesk Layton Technology Page 176 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology b All License Packs are provided strictly for the use of a single production system of Layton ServiceDesk or installation of a single database For security copies see Copie
199. re sent using SMTP and incoming emails are received using POP3 The outgoing and incoming emails are processed automatically by the Layton ServiceDesk background process which runs on the Layton ServiceDesk IIS Server When an outgoing email is triggered Layton Service Desk writes the emailinto the Mail table inthe Layton ServiceDesk database The Layton ServiceDesk background process will periodically scan this table and send the mail using the SMTP service Incoming emails are collected from the POP3 mail server and added tothe Mailin table in the Layton ServiceDesk database If the mail configuration settings are set to process the incoming emails automatically Layton Technology Page 154 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology the Layton Service Desk Background process will convert the emails into requests or comments according to the settings When automatically processed emails with anumericvalue in subject line matching a request number will create a new Commentagainst that request If the subject does not contain an existing request number then the email is processed into anew request record Also requests can be automatically assigned to Analysts or Groups depending on the Auto Assign End User Request setting under General Settings Auto Assignment Options Once an incoming email is identified as a new request the email subject is checked to see if it matches a defined request type If it d
200. s gt Ki Lavoe v WG Lavo7 im Applications v E Hardware gt k Adapters amp Network tn BIOS se CPU gt E Memory Slots nett Memory gt amp Printers gt Physical Disk gt Disk Drives v S7 System JE Services amp Environment Variables Locale amp Objects Local User Accounts gt 9 Windows Security gt at Patches e Internet Coy FileSystem FA History E User Data gt HG Layos gt RG Lavio Layton Technology Audited Data Item Internal System ID System Manufacturer System Model System Serial Number Bios Manufacturer Bios Version Bios Date Asset Tag Value 4C4C4544 0057 3610 8033 B1C04F513153 Dell Inc Dell DM061 1W63Q1S Dell Inc DELL 14 Phoenix ROM BIOS PLUS Version 1 10 2 2 1 Phoenix ROM BIOS PLUS Version 1 10 2 2 1 Phoenix ROM BIOS PLUS Version 1 10 2 2 1 03 23 07 Figure 29 Asset Detail View Layton ServiceDesk v6 User Manual v2 0 Page 99 of 178 a LAYTON Technology A Request Problem or Change can be logged against an Asset by clicking on the Add New Request Problem or Change icons on the asset summary page This willopenanew Request Problem or Change form according to the default settings and will automatically populate the assetin the Asset ID field If your ServiceDesk does not require the Assets Tab this can be disabled by going to Administration System Settings AuditWizard By default all Analysts are given access to the
201. s Task Types Recurring Tasks Priority SLA Problem Statuses Change Types Change Statuses Services Layton Technology Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Page 3 of 178 25 25 25 26 26 26 27 27 28 28 29 35 36 36 36 37 37 37 38 38 41 41 42 42 43 47 48 48 48 Impact Urgency Email Key Words Cost Catalogue Items Email Bodies Drop Down Lists Brands DATA DESIGN Table Definitions FORM DESIGN Using the Form Design Toolbar Defining a new field Editing Objects Adding Images Adding Hyperlinks HTML Editor Web Tab Summary of Form Objects QUICK INFO DESIGN GLOBAL LIST VIEWS ANALYST LIST VIEWS Heading amp Position Changes Adding Data Fields Editing amp Deleting Data Fields Setting The List View Properties SOLUTIONS BASE New Solutions Self Service Solution Pop Ups ANALYST SETTINGS My Password Layton Technology Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Page 4 of 178 49 49 49 49 50 51 51 51 52 55 56 57 57 58 59 60 63 65 65 67 68 68 68 69 69 70 70 71 71 e Home Screen o List View Settings e Quick Action SURVEYS TASK SCHEDULING e Adding a Task e Viewing and Progressing Tasks SEARCHING DASHBOARD REPORTING eCreating a New Report Creating a Grid Report Applying Filters amp Summaries Grouping Sorting amp Filtering Grid Reports on the Fly eCreating Charts CALENDAR e
202. s Affected Ifthe AuditWizard link isimplemented then one or more Assets that are affected by the Change can be selected To enable the AuditWizard link pleasesee the AuditWizard section The selection of the Assets Affected works inthe same manneras outlined in the Logging New Problem section and the details can be viewed inthe Assets Affected section e Change Summary Description Impact Implementation amp Rollback Change Summary This field is used to entera brief summary of the change If the Change has been created by converting an incoming email then this field will be automatically populated with the subject line ofthe email Ifthe Change was created from an existing Request or Problem then this field will be automatically populated with the Summary field from the Request or Problem Description This field is used to entera detailed description of the Change If the Change has been created by converting an incoming email then this field will be automatically populated with the body of the email If the Change was created froman existing Request or Problem then this field willbe populated with the Description field fromthe Requestor Problem Impact This field is used to entera detailed description of the expected impact of the Change on any users groups services assets business etc Implementation This field is used to entera detailed description of the Change Implementation plan Rollback This field is used to e
203. s List Views from the Default List View Copy List Views To Default This allows you to copy list views back to the Default Profile In addition List Views can be customized by each individual Analyst enabling them to have their own list views Thisis achievedinthe Main Menu My Settings List View Settings Individual Analysts can be prevented from changing their List views by changing the settings through Administration Company Structure Manage Analyst and clicking on Settings then the various edit list view options The List Views relate to Tasks Requests Problems Changes and Select End User details as follows Requests Whenever aview or search of Requests is required this will be the default system view Problems Whenever aview orsearch of Problems is required this will be the default system view Layton Technology Page 66 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Changes Whenever a view of search of Changes is required this willbe the default system view Tasks Whenever aview orsearch of Tasks or actions is required this will be the default system view Survey Whenever aview or search of Surveys this will be the default system view Select End User Wheneverthe Select End User iconis used to view and select End Users from the Log New Request form this will be the default view Copy List Views From Default In addition to the above functions you can copy the Default List Views overthe
204. s and Changes The Analyst can either have Standard or Administrator system access defined as a Security Group within Administration Company Structure Manage Analyst The Standard Group allows only access to the Main Menu whereas Administrator Group provides access to the Administration Menu he as well Only Administrative users have the ability to change the system configuration and design forms 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 settings and personal list views A typical ServiceDesk may consist of the first line ServiceDesk analysts all of whom may or may not have Administration access and the support analyst who would probably not have Administration access Layton Technology Page 15 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e AnalystGroups The system provides the ability to record and assign Requests to Analyst Groups as well as individual Analysts Therefore the first level or ServiceDesk Team could be defined as a Group suchas ServiceDesk Group and additional or second levelsupport areas could have anumber of Groups defined i e Hardware Support Software Support or Networking Team Analysts can belong to more than one Group and Skills can be allocated to the Analyst Groups so that requests can be auto assigned based on the Request Type of the request being log
205. s and Security c All of the above users must reside domestically within the country where the license was purchased and maintain a single HelpBox database unless an International license is purchased Transferring alicense between organizations and countries is prohibited Definition of Licenses Starter Pack Business Pack Corporate Pack Enterprise Pack This license s enables you to have the licensed number of users while maintaining one single database controlled by you domestically within the country where the license was purchased 3 Restrictions You agree that you will not modify alter reverse engineer de compile or otherwise translate the software You agree that you will not sell distribute load assign sublicense pledge lease rent share or otherwise transferthe software orany copy thereof oryourrights and obligations under this agreement 4 Copies and Security You may make copies of the software solely for testing security backup and archival purposes provided that such a copy contains all of the original Software Copyright information and other proprietary notices 5 Terms Termination This license agreementis effective upon your opening of this package and shall continue until terminated You may terminate this license agreement at any time by destroying the software and all copies thereof and erasing any copies residing on computer equipment In addition this agreement shall be terminated automatically
206. s highly configurable you should spend some time to assess and decide the best method of operation and system settings that will best suit yourrequirements Alittle more care and thought now could save time and effort lateron Decide onthe structure or how the system will operate Consider the following questions and then follow the basicsteps to implement 1 10 11 12 13 14 15 16 17 18 19 20 How will the support staff be organized Will Analyst Groups be implemented and to what level Who will own or mange and be responsible for Requests Who will be allowed to close Requests How will Requests orcalls be recorded and processed How do you wantthe Request screens to look for the Analysts and End Users Will support be provided to internal End Users only or will support also be provided to external clients or customers Will you be providing support to multiple locations Do you need to create Company Site and Department locations How will End User Requests be processed manual or automaticassignment What will be the assignment process Will Requests be suggested for assignment to a Group or Analyst based on workload or skills and workload What will be the escalation process What are the different Priorities SLA s that will be required if any What will be the working hours and holidays of the help desk How will Requests be categorized Do want to create standard
207. s ignored ie F Complete Task The Task will be listed as completed al Save Task Anew Task is created or changes saved Afterselecting any of the above icons the Task list view is displayed e Viewing and Progressing Tasks Outstanding or uncompleted Tasks that have been scheduled for the logged on Analyst are viewed using the Home tab View Tasks sub menuitem The Tasks will be displayed in order of ascending Scheduled Date but can be reordered by selecting any column heading to sort ascending and selecting again for descending See Figure 19 below Layton Technology Page 77 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology elite Xai Dashboard Home Calendar Search Settings Assets Solutions Reporting B View Problems B View Changes B View Tasks amp Whiteboard g Group Queue x New 3 View Requests Tasks ID Date Placed Task Type Analyst Priority Status Due By Scheduled Date Completed Date 786 24 05 2010 8 36 00 AM New PC Admin Scheduled Zj fs 785 2 Delivery Check Admin Scheduled Dependant On Other 781 18 05 2010 5 22 00 PM 1 Order PC Admin ee Scheduled 19 05 2010 1 53 00 PM 780 18 05 2010 5 22 00 PM New PC Admin Scheduled Z fs 778 10 05 2010 8 33 00 AM New PC Admin Scheduled fa 775 7 05 2010 10 27 00 AM Server Maintenance Admin Scheduled ral 770 3 05 2010 8 30 00 AM New PC Admin Scheduled a 769 30 04 2010 11 25 00 AM Admin Scheduled E D 768 30 04
208. s the End User s logoff button Usually used in conjunction with the NTLM auto logon feature Allow End User Self Turns on or off the ability for End Users to self register Registration and therefore create theirown account If turnedONa Register End User button will be displayed on the main Layton ServiceDesk logon page Allow End User Change Turns on or off the ability of End Users to change their Password password in Layton ServiceDesk If turned Off the My Password menu item will not be visible Allow End Users View Open Turns on or off the End User menu option for My Open Requests Requests Allow End User Help Turns on or off the Help button on the menu Prevent End User Edit Closed Turns on or off the ability for End Users to edit their Requests Requests after they are closed Allow End Users to Close This option controls whether End Users are allowed to Requests close Requests themselves or not End User Read Comments If set to ON and an Analyst has added a publiccomment Notify to the End User s request that they have not read a red exclamation mark will display on the comment icon indicating to the end user that there is an unread comment Layton Technology Page 170 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Figure 57 Security Setting Descriptions e Survey This section determines whether End User surveys will be used and at what frequency they will be sent out and the r
209. sed for request updates either by analyst or end user providing audit trail of request updates or events Layton Technology Page 153 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Priority Term Priority SLA Priority of the Request linked to an SLA with time to resolve with escalation as Figure 48 Application Terms req ulIrea Survey Term Identifies the term to be used for End User Request Surveys e Application Appearance Color theme Layton ServiceDesk has arange of color Themes or Skins which provide another method of tailoring the application to suit your corporate image or colorscheme The default theme is the Layton Theme however any theme can be selected which willthen propagate through the system The color themes will affect the colorand appearance Menus Data grids Web Tabs Drop Down list and other control colors Theme Font For screens that are not designable you can set the font appearance of those screens through the application fonts settings There are 4 settings Font Sets the default Font Style Font Color Sets the default Font Color Font Size Sets the default Font Size Title Font Color Sets the Size of Heading text E G Application Appearance e Email Server Settings Layton ServiceDesk contains the facility to automatically send email notifications to Analysts and End Users whencertain conditions are met within the system Email notifications a
210. shows the IUSR_JHAL_SERVER1username added to the Windows NT Security Logins IMPORTANT When added to the logins the IIS username must be given full owner access to the Layton ServiceDesk database e Connecting Using SQL Server Authentication The SQL Server Authentication can be set up by editing the config xmlfilein the LaytonServiceDesk HB_Data configXML subfolder The usercan edit the file using any text editor such as notepad Layton ServiceDesk can be configured to connect using SQLServer Authentication by inserting aSQL server User Id between the appdbuid tags andthe password between the appdbpwd tags asinthe sample below Layton Technology Page 174 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology SOL Server Login Properties JONHUNTIUSR_JHAL_SERVER1 Ea General Server Roles Database Access Figure 59 SQL Server Login Properties lt appodbc label Connection gt local lt appodbc gt lt appdb label Database gt LaytonService Desk lt appdb gt lt appdbuid label User ID Blank NT Trusted gt LaytonUser1 lt appdbuid gt lt appdbpwd label Password gt LaytonUser1 lt appdbpwd gt sais the default system admin password for SQLserver and as such has full access to all databases on the SQL Server Itis recommended that you create a separate login otherthan sa with owner access to just the Layton ServiceDesk Database and specify this usern
211. st View The Comments icon A identifies whether any comments exist fora request and by selecting the Comments icon the list of Comments associated with that Request willbe displayed The Comments icon will display a Layton Technology Page 114 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology tick amp ifany Comments are present and on hovering over the icon the number of Comments will be displayed If an End User has added a Commenttoa Request that has yet to be read by an Analyst then there will be a red exclamation mark on the Comments icon indicating that there isan un read Comment The Tasks icon identifies whether any tasks or actions exist fora Request and by Selecting the Task icon the list of Tasks associated with that Request will be displayed If there are Tasks present forthat Request there will be atick against the Task icon LB and on positioning overthe icon the number of Tasks will be displayed The Status icon shows whether the Request is opent or closed although other open Request Statuses can be defined see the Request Statuses section By selecting the Status icon you can change the Request Status i e close the Request In any of the views above you can select a Request to view edit or progress by selecting any data field fora particular Request e g the Request ID Date etc Now the Analyst Request form will be displayed showing all the Request details Any datafield depending on configurat
212. t Department action Action actiontype Action Type priority Priority site Site company Company The hyperlink URL property tells the hyperlink the document to link to The Target property tells the system how to display it Layton Technology Page 58 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology By setting the targetto New Window the document will be displayed inanew window Replace will cause the linked document to replace the Layton ServiceDesk Application In Frame will display the linked documentinthe current frame The hyperlink URL property can be specified to pass dynamic querystrings to the linked document This can be very powerful as it can allow Layton ServiceDesk to talk to external applications To make a hyperlink URL carry Layton ServiceDesk form values specify the fieldname inside in the hyperlink URL property When linked the bracketed field will be replaced with the field value For Example the URL property of a hyperlink put onto the Analyst s Request form myownwebapp asp request sys_request_id Might be passed as myownwebapp asp request 77 e HTML Editor The HTML editortool provides for easy WYSIWYG HTML formatting and includes a range of functions such as Spell Checking and adding Hyperlinks The HTML editor control is designed to be used with large text fields such as the Problem Description and Solution Description fields If you h
213. t file The End Users access to attachments can be restricted in the system configuration see Administration General Settings Security Global End User Security To attach a file toa Request click on the Request Attachmenticon This will then displaythe list of attachments on the Request and then click the Add Newicon Clicking the Add New icon will allow you to specify the file location and submit it It will then appearin the list of attachments The Attachment can then be viewed or downloaded by clicking onit Files that can be opened by the browser are openedina separate window Files that can t be opened by the browser are downloaded and savedto the client PC Attachments can be deleted by clicking on the Delete Link Layton Technology Page 116 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Spawned Request Spawned request if itis switched on in Administration General Settings Request Settings Allow Spawning allows you to create a Request thatisa child of the existing request Forexampleif you had a requestrelated toa piece of equipment you may want to raise a request to the manufacturer of that equipment A spawned call willallow you to do this The default system setting will not allow the Parent request to be closed unless the spawned request is closed first If required this setting can be changed by going to Administration General Settings Request Settings Spawn Closure To cre
214. t to include the Request Type sys requesttype_id andthe Problem Description sys_problemdesc field See Figure 5below fora sample email body Manage Email Body for Request is assigned Notify Analyst x Subject Helpdesk request Assigned sys_request_id Body iors a r r 3 QYAE ABA Y eig on 4a amp e ye Xp 2 SS 5 Q BZ U abe SSSBeZe EE e Table request Avy amp A Paragraph St v Font Name Real Zoom Fields sys_request_id Hi sys_user_forename The request ID sys_request_id has been assigned to you Please view the helpdesk system for full details Yours sincerely Helpdesk Manager 7 Design gt HTML Preview im Figure 5 Email Bodies e Drop Down Lists Drop Down Lists are pre defined lists that can be applied to forms through the Form Design Section see FORM DESIGN Drop Down Lists are managed under Administration Libraries Drop Down Lists After creating a Drown List and entering the name select Items then continue to add new items to the list by selecting Add New List Item Inorderforthe Drop Down List to be used on any form say the Request form a user defined data field should also be added to the Request table structure inthe Data Design section see Layton Technology Page 50 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology DATA DESIGN and then the Drop Down List will be linked
215. tabase usinga different name The appdbuid and appdbpwd tags content should be blank as shown or LaytonServiceDesk will try to connect using SQL Server Authentication The NT Authentication method is the method that is used by default by the LaytonServiceDesk SQL installation routine Forthe NT authentication to work the IIS username must be added to the SQL server logins section or the user will getan error message The IIS username is usually USR_machinename where machinename is the name of the IIS server Layton Technology Page 173 of 178 Layton ServiceDesk v6 User Manual v2 0 cc LAYTON Technology OL x fa SQL Server Enterprise Manager Console Window Help tT Console Root Microsoft SQL Servers SQL Server Group JHALSERVER1 Windows NT Security Logins Action View Ios gt ila X E e ooo Oae O Console Root EEP Microsoft SQL Servers WZ BUILTIN Administrators NT Group Permit master EMG SOL Server Group JONHUNTSIUSR_JHAL_SERVERT NT User Permit HelpBox I JHALSERVER1 Windows NT a Databases Es s Standard Permit master fJ HelpBox l fg master fJ model fJ msdb EJ Northwind fJ pubs H A Data Transformation Services G Management EN Security if Logins oe Server Roles Linked Servers wid Remote Servers J Support Services Astar SOL Server Enterpris Z 11 45 Figure 58 MS Enterprise Manager Figure 58 above
216. tatus selection options of Continue or Closed determine whether the status is considered to be openor closed The Change Statuses can be color coded for easy visual identification within the Change List View The default Status forall Changes is set to Open but can be changed using Administration General Settings Change Settings and set the Default Status Once a Change is recorded you can change the Change Status by using the Change Status icon E on any of the Change List Views orfrom the Change Status icon on the Change form e Services Services are a list of Business or IT Services that the ServiceDesk willbe required to support Services can be added in Administration Libraries Services e Impact The Impact isa measure of the effect of an Incident Request Problem or Change on a business service or process Impactis typically used on conjunction with Urgency to determine the Priority Impacts are user defined and can be created in Administration Libraries Impact Layton Technology Page 48 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Urgency The Urgency is a measure of business criticality of an Incident Request Problem or Change The Urgency reflects the time available for resolution or avoidance before the impact is felt by the business Urgency in conjunction with Impact is used to determine a Priority Urgencies are user defined andcan be created in Administration L
217. ter will now show you how to use Layton ServiceDesk You should have already read the SYSTEM CONCEPTS AND TERMINOLOGY section SYSTEM ACCESS AND MENU As discussed in the System Access and Menu Structure section there are two types of system access Analyst and End User The Analyst then has a further level of security or system access depending on their Security Group setting This setting willeither be Administrator or Standard where the Administrator Menuitem will not be made available Any Menu item can be selected at any time but when creating or editing data unless the Save icon or button if available is selected then details entered will not be saved e LogonPage After selecting the Layton ServiceDesk shortcut or web connection you will then be presented with the Logon screen to enter your user name and password Then select the type of system access required in this case Analyst Login The login screen is also configurable so if you do not require End Users to have access to the system you can change the login screen option by using the Administration General Settings Security General Security and Allow End User login With this option turned off there will be no fields for the End user to login End Users can register themselves when first accessing the system but this facility can be removed by using Administration General Settings Security Global End User Security and Allow End User Reg
218. the appropriate Analysts or Groups See the previous sections Manage Analyst and Manage Analyst Groups Also remember the Request types are used as the main or automaticlink to identify a Solution within the Solutions Base See the SOLUTIONS BASE section for details e Request Type Task Templates The Request Type Task Template feature provides the ability to create a number of pre defined Tasks that will be automatically created when an Analyst logs a Request and selects this particular Request Type The Tasks can be dependent on other Tasks if required All Tasks willbe created simultaneously and arrangedin order of dependency If atask isdependent on another Task then it will not start until the dependent Task is completed Itis also possible to have a Request with multiple simultaneous Tasks To create a Request Type Task Template select the desired Request Type in the Request Type tree structure and then click on the Manage Task Template cong Iftwo or more Tasks are added to the Task Template and dependencies are required then the Dependency column should be selected forthe appropriate Task Layton Technology Page 40 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Tasks that are dependent will have the Task Date or Date Placed setto blank Alsoin the list view of Tasks the Completed Date will show as Dependent on other Tasks The Request can also be automatically closed upon completion of the final task an
219. there will be asingle trend lineor bar based on the trend field As Trends are lineartimelines the list of available trend fields are the date type fields within the master table The most commonly usedtrend fields would be the Request Date sys_requestdate Problem Date sys_problemdate etc The Time Period is the interval been each data series and the options available are Day Week Month Quarterand Year There are additional options to select whether the trend chart will be aLine or Bar chart and whetherthe orientation is vertical or horizontal The final step is to apply any filters to the report Please see the Applying Filters section above inthe grid report section Once the report has been completed click the save button and the report will be added to the list of reports inthe selected category After the report has been saved the design layout of the report can be modified by selecting the design layout button next to the reportin the report category list See below for details on the design layout Layton Technology Page 31 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology ce LayYTon Monthly Trend of Requests Logged Within the last 12 Months Techo ReportDesign Layout The report design page allows you to modify the layout of each report using the same user friendly drag and drop feature which is used throughout the application The floating toolbar is used to add labels images and setthe page prop
220. thout any association and could include planned maintenance activities See Recurring Tasks below Actions can be scheduled for completion on acertain date and assigned to any Analyst with the current assigned Analyst as the default Tasks are added by selecting the Task icon S on the Analyst Request Problem and Change forms orvia the Quick Action menu or the Log New menu onthe Analyst Home tab Task Types are user defined and use a tree structure similar to the Request Type tree structure To setup Task Types use Administration Libraries Task Types Select the Task Type or name at the tree level above the level you require to insert a Task Type and click the Add New button Anew sub levelcan then be defined Tocreate a new top level Task Type click on the Task Type name at the top of the tree structure and click the Add button To rename a Task Type simply click on the Task Type and the option will be displayed To relocate a Task Type within the tree structure simply drag the Task Type to the desired parent location You will then be given the option of making the Task Type a Sub Category of the parent Task Type or merging it e Recurring Tasks Recurring Tasks are Tasks that are created automatically according to a pre defined schedule and are typically used for routine maintenance activities A Recurring Task can be an individualtask ora number of Tasks with a dependency workflow To create a Recurring Task go to Administration
221. to access the LDAP server Layton Technology Page 146 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology LDAP Password The password for the LDAP User account above Filter End Users with Empty Email If turned on Layton ServiceDesk will not import any Active Directory users if they do not have an email address LDAP End User Auto Import This contains the frequency at which the importis run Settings are Never Hourly and Daily ata specified hour If you are only to run manual imports you should specify Never The automaticimportis run by the Layton Service Desk background process and does not require any Analyst intervention or an Analystto be loggedinthe system Import AD End User Default Password This allows you to specify a default Password used by all End Users imported from AD This is useful for new End Users sothat the same password can be given out and then changed by the End User if allowed for subsequent logins Company This field will only be displayed if you have turned on the Company Level feature in Administration gt System Settings gt Application Settings See the Company section for more information If you are supporting End Users from multiple companies then you can assign the End Users from this LDAP connection toa particular company You will need to have created the Companies first in Administration gt Users amp Groups gt Manage Company Once the LDAP connection has been saved it w
222. to that data field in the Form Design using the Add Drop Down List icon on on the floating Toolbar e Brands The purpose of Brands is for situations where Layton Service Desk will be used in an environment supporting multiple external customers For example as you learn to customize Layton ServiceDesk you will see you can also customize the Banners and Admin Banners with a different logo or text Typically the new logo will be that of the customer who is logging into the system When adding a Brand name which is the identifier a Description is required Itis recommended to keep the name short and simple but clear enough to know what itis for For example creating a brand called Microsoft or MS and description of Microsoft Brand and then saving will allow you to use the form design to make further changes to the Brand Now going to Administration Form Design Banner you will see there are choices for the different Brands The defaultis the one provided by the system where the new one will allow you to customize the bannerimage or text to show that of Microsoft s inthis example Once a Brand has been defined you can provide the users with this Brand a specific URL address to log into Layton ServiceDesk and this will then display their own personalized Banner Forexample using the MS Brand used above the login URL would be http servername LaytonService Desk Login aspx brand MS DATA DESIGN The Data d
223. to the list of scheduled reports Access Control By default all Analysts have access to run the reports and statistics Only Administrators will have access to create modify schedule or delete reports To turn off Analyst Access to the Reports and Statistics go to Administration Company Structure Manage Analyst Settings Access Restrictions Options in this section are Reports Access Statistics Access amp Layton Technology Page 34 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology Statistics Group Access There are also additional options in Administration Company Structure Manage Analyst Settings Site Access Statistics Access Ifan Analystis denied access to the Reports and Statistics the main Reporting menu will not be available for this Analyst Security can also be applied on an individual report by report basis To restrict analyst access to a particular report click on the edit reporticon and then click on the security icon on the report builder page A new page will be displayed showing the current security settings By default all of the reports have the access restriction turned off To turn on the security simply select the Restrict Access button and select the Analysts which are to have access to this report Copying a Report The Copy report button allows you to create a copy of an existing report andis quite helpful if you needa new report whichis very similarto an existing rep
224. tting simply turns On or OFF the Survey feature Oo Sample Survey Every X Request Setting the Sample Survey Every X Request to 5 Requests will cause a survey to be created for every 5 requestclosed In addition to this the setting can be set to Manually at Close This causes Layton ServiceDesk to ask the Analyst closing the call if itis to be surveyed If the Sample Every settingissettoa numericrequest value such as 5 Requests before surveying Layton ServiceDesk willlook to ensure that the sys_blocksurvey field is notset onthe request being closed If this field is set itcan be placed onthe request form inthe form design section Layton ServiceDesk will not survey it Similarly Layton ServiceDesk will look to ensure that the sys_blocksurvey field is notset on the End User of the Request beingclosed If this fieldis set it can be placed on the End User formin the form design section Layton ServiceDesk will not survey it either This provides the facility to allow certain End Users or Requests not to be included ina survey o Show Incomplete End User Surveys in Whiteboard The Show Incomplete End User Surveys in Whiteboard tells Layton ServiceDesk to remind the End User of any incomplete surveys in their whiteboard when theylog on in addition to any email notification o Rate Out Of and Rate Increment The Rate Out Of and Rate Increment controls the available values to the End User when completing the surve
225. u cannot delete the Closed or Open Status The default Status forall Problems is set to Open but can be changed using Administration General Settings Problem Settings and set the Default Status Once a Problem is recorded you can change the Problem Status by using the Change Status icon E on any of the Problem List Views or from the Change Status icon on the Problem form You can also edit specific properties of the status other than the closed status properties such as forcing the status color and choosing the colorto force The Force status color option is useful for whena Problemis put on hold and changing the default color to something other than white to easily identify from the home screen list views which Problems are on hold Layton Technology Page 47 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology e Change Types Change Types are user defined and are used to categorize Changes Typical Change Types include Standard Normal and Emergency however any number of Change Types can be created To setup the Change Types go to Administration Libraries Change Types e Change Statuses The Change Status will identify the stage or status of a Change Typical Change Statuses may include Reviewing Testing In Progress Cancelled Failed and Completed To add or delete select the appropriate action and to modify simply select the Change Status and rename as required The On S
226. u have multiple request classes defined A separate form is designable for each Request Class that is defined Analyst Request Request form used by the Analyst to log and progress Requests N B If you have multiple request classes defined A separate form is designable for each Request Class that is defined Spawned Request Spawned Request form used by the Analystto logand progress Spawned Requests N B If you have multiple request classes defined A separate form is designable for each Request Class that is defined Defines the Problem form used by Analysts for logging and processing Problems N B The Problem form will only be available if the Problem amp Change function is enabled in Administration System Settings Application Settings Defines the Change form used by Analysts for logging and processing Change Problem Change Requests N B The Change form will only be available if the Problem amp Change function is enabled in Administration System Settings Application Settings Defines the Analysts Attributes for creating amending Analysts Defines the Company form N B The Company form will only be available if the Company Level option is enabled in Administration System Settings Application Settings Analyst End User Defines the End User attributes for creating amending End Users Company Login End User Allows you to change the format of the Layton ServiceDesk End User logon screen Layton
227. under the End User selection list The End User form can now be completed and by selecting save the details are stored The End User is then automatically populated as the End User field on the Analyst Request form By selecting the Quick Info on End User icon situated next to the Select End Usericon more End User details can be displayed such as telephone number and email address along witha list or requests that this End User has logged inthe past The End User Quick info form is configurable in Administration Form Design End User Quick Info e AssetInformation Asset An Assetcan be a PC or any item that is supported and can be entered as free format text or left blank Layton Technology Page 104 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology If the AuditWizard link is implemented then the Asset can be entered or searched for within the AuditWizard inventory database by using the Select Asset icon The Find Asset screen is now displayed allowing you to enter search criteria for the Asset Name IP Address or User Name Asset Tag or Site You can select the required Asset or perform another search However if the End User has previously logged a Request then the Asset used previously will be sugge sted as the End User s last known Asset This can then be selected and populated as the Asset provided the option has been setas defined in Administration System Settings AuditWizard AW Get Last Ass
228. verride the general Auto Assignment options 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 Layton Technology Page 167 of 178 Layton ServiceDesk v6 User Manual v2 0 LAYTON Technology a assignmentis selected option set to Off then Requests will be logged under Unassigned Requests Constrain Auto Assign Suggest Skill Ifa Skill Load Balancing option is setin 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 Ifa Skill match is not found and unassigned request will be created Constrain Auto Assign Suggest to Site By switching on the Constrain Auto Assign Suggest to Site option the system willtake 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 e Business Rules To be completed e Security This section contains a range of system wide security settings Forindividual Analyst security settings please see the Analyst Settings section The security settings are grouped into three s
229. vice feature where they can search the Solutions Base in order to solve theirown problems without necessarily having to log a Request Providing your End Users with access to the Self Service feature can help to reduce the number of Requests logged inthe system which will reduce the workload of the ServiceDesk staff Once an End User logs a Request it can be recorded on the system as an Unassigned Request i e no Analyst has been assigned to the Request or itcan be automatically assigned to an Analyst or Analyst Group depending on skills and or work load If auto assignment is switched off using Administration General Settings Auto Assignment Options then the Unassigned Request will appearin the Main Menu Home View Request Unassigned Request drop down filter The number of Unassigned Requests inthe system will also be displayed in the Requests Statistics section of the Dashboard Layton Technology Page 14 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology 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 appearin the relevant Analyst list viewor Analyst Group Que ue 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 s
230. viceDesk are enabled by default however if your service desk is not IT based or does not require this function it can be disabled by going to Administration System Settings Application Settings Enable Problem amp Change Changes can be created using one of the following methods Manually created by the support Analyst A support Analyst can generate a Change from a Request A support Analyst can generate a Change from a Problem A Support Analyst can convert an incoming email into a Change O O O e System Access and Menu Structure 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 Layton Technology Page 13 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology 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 Analystsinthe Administrator group can access the Administration menu by clicking the administration icon Le in the main menu The main system processingis 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
231. w Requests B View Problems B View Changes B View Tasks 6 Whiteboard as Group Queue e New Change Request x Change Id Change Summary 3 E D Date Logged 1 06 2010 2 49 PM Requested By Admin a Description Impact Implementation Rollback Tasks 0 Comments 0 Attach 0 Reminder 0 fa Costs 0 SJLinks Assigned To Aiiki X B i A E i oo r4 Assigned To Group H e A E E a y o ig eo a geje x GASH DQ j MP An i a O E E I i c Arr d Paragraph St Font Name Real Zoom Schedule Start r MMMM Schedule Finish Completed On Change Type None Status Approval Status Pending m Urgency Low Impacts User Services Affected X Assets Affected 4 7 Design 9 HTML amp Preview Gi Local intranet Protected Mode Off fa vy R10 Figure 41 Change Form e Change ID Number amp Time Stamp Change Id A new Change ID Numberis automatically generated sequentially butis not created until the Change is saved Date Logged Populated with Today s date and time and can be amended depending on the security setting in Administration General Settings Security General Security Allow Request Date Edit by e Change Requested By amp Assigned To Requested By A Change can be requested by an Analyst oran End User This isthe Analyst or End User that has requested the Change This can be automatically populated if configured see Change Settings Alternatively an Analyst or End Use
232. ware MYOB PABX PABX Test Test to see if hbogart gets it Printer is Jaming test Test sss Test to Myob this is a HR leave request test Department Analyst Testing Site Analyst Testing Figure 45 End User Request List View Layton ServiceDesk v6 User Manual v2 0 Status Open Open Open Open Open Open Open Open Open Open Open Open Open Open Open m Se e hih ekki g e e e og og G 00g ggn ngng gpnT T G MMvM M M M M M e P Page 139 of 178 a LAYTO Technology ii no nn Se 1 Log New Request Form to submit anew Request If multiple Request Classes are being used and the End User has access to multiple Request Classes these will appearin a drop down menu when the hover on Log New Request The End User can then select which Request Class they would like to select m My Open Requests List view of all Open Requests for the End User m My Closed Requests List view of all closed Requests for the End User a All My Requests List view of all Requests for the End User aes ne Swe DO Ca jek eee aw a Help page for each form available when each form opened and Help selected Logs off the End User Log Off Figure 46 End User Menu Items Note All or some menu options for End Users can be disabled by changing the settings inthe Administration General Settings Security Global End User Security Layton Technology Page 140 of 178 Layton ServiceDesk v6 User Manual v2 0
233. wing email notifications will be triggered Problem has been Closed Notify Analyst who logged Problem Problem has been Closed Notify Analyst Assigned to Linked Requests Problem has been Closed Notify Analyst Group Assigned to Linked Requests Request has been Closed Notify End User Close and Copy Solution This option will close the Problem and copy the Problem Solution information to the Problem Solution field in the linked Requests and then close those Requests If enabledin the Email Bodies section the following email notifications will be triggered Problem has been Closed Notify Analyst who logged Problem Problem has been Closed Notify Analyst Assigned to Linked Requests Problem has been Closed Notify Analyst Group Assigned to Linked Requests Request has been Closed Notify End User LOGGING A NEW CHANGE Change Managementisa key ITIL IT Infrastructure Library component The main objective of Change Managementis to ensure standardized procedures for the handling of changes tothe IT infrastructure This Layton Technology Page 127 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology will help to minimize the impact on services and prevent or reduce the impact of related incidents Requests for Change may result from Problems that have been identified in the IT infrastructure which requires a Change to resolve the underling root cause orthey may arise from initiatives seeking to improve services and e
234. wse to the file location Once the file has been selected click the Save button and this will upload the attachment If End user Attachments are not required the icon can be disabled by going to Administration General Settings Security Global End User Security End User Attachments Comments Comments allow the End Users and Analysts to add notes to the Request which are then recorded witha date stamp andthe author details The Comments feature is a great way for the Analysts and End Users to communicate with one another Whenan End User adds a commentthis will email the details of the Comment tothe Analyst that has been assigned the request and if an Analyst adds a Public Commentthis will email the details of the Commentto the End User Ifan End User or Analyst replies toa Comment that they have received via email their reply can be automatically added asa Comment tothe Request To turn on the automatic processing of emailed Comments goto Administration System Settings Email Server Settings Auto Import Email Comments If this option is turned Off the emailed Comments willappearin the Email Pending queue where they can be viewed and manually converted into a Comment For more information about configuring the Email Notifications please see Email Server Settings Change Status The Change Status icon will allow the End Userto close the request or change the status of the Request to another Status provided that the End Users have be
235. xt to their name will not display atick ASSETS AuditWizard Connection The Asset information displayed in the Layton ServiceDesk Assets Tab is provided by AuditWizard Layton Technology s Asset Management software For more information on AuditWizard please visit our website www laytontechnology com To configure the AuditWizard connection please see the AuditWizard settings section The Assets Tab provides alist of assets ina tree structure which are displayed the left hand panel The Layton ServiceDesk Assets Tab view mirrors the Network View within AuditWizard and is based on the location structure configured in the AuditWizard ad ministration section Please see Figure 27 below Layton Technology Page 97 of 178 Layton ServiceDesk v6 User Manual v2 0 etre a vai Dashboard Home Calendar Search Settings v Layton Technology v Sydney Location gt APPLE DEVICE 00 26 08 87 I gt Sd HP4350dtn gt Ki LAYO4 Location Asset Asset Status Agent Status IP Address Last Audit Date gt Wi Lavos Sydney APPLE DEVICE 00 26 51 Use Not Deployed 192 168 0 100 E 08 87 E7 17 gt Rf Lavoe gt SH LAY07 Sydney HP4350dtn In Use Not Deployed 192 168 0 120 11 05 2010 9 43 04 AM gt SE LAY08 Sydney LAY04 In Use Not Deployed 192 168 0 123 gt MJ Layi0 Sydney LAYOS In Use Running 192 168 0 10 9 06 2010 1 15 56 PM gt E Layvsaqio1 Sydney LAYO6 In Use Running 192 168 0 101 gt Rh LAYSvRo1 gt REI LAYSVRO2 Sydney LAYO7 In Use Running 1
236. y Forexample Rate Of setting of 100 and a Rate Increment of 5 would make the following values available 0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 and 100 o End User Interaction When issued an End User will receive an email telling them a survey is waiting for them in the system They may then login and complete it by clicking on Surveys in their menu o Statistics A statistics report can then be run to compare ratings for each ratings question onadaily weekly or monthly comparative basis Layton Technology Page 75 of 178 Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology TASK SCHEDULING Tasks or actions are scheduled activities that are required to be performed by an Analyst They are normally allocated to a Request Problem or Change at the time that itis logged however they can also be linked later or can be free standing and not linked to a Request Problem or Change Therefore a Task could be a planned maintenance event or action required at any time inthe future For more information on Recurring Tasks please see the Recurring Tasks section e Addinga Task A Task can only be allocated to a new Request Problem or Change once it has been created or Saved A Task would normally be added using the VIEWINGAND EDITING REQUESTS options outlined below From any of the Request Problem or Change list views select the Tasks icon to display the linked Tasks Select Add Task to
237. ys_asset_id t Omsset Location F sys_asset_location E E OSite z sys_siteid e o lt Downed By a sys_ownedby assigned To sys_assignedto Assign to Group O l 3 sys_assignedtoanalgr OBervicelAffected O ys itservi sys_itservice Opriority SLA g sys_requestpriority OUrgency g sys_urgency nimpad sys_impact OpinkedTS 3 i sys_requestparent_ic a a Figure 7 Analyst Request Form Design Layton ServiceDesk v6 User Manual v2 0 a LAYTON Technology A Toolbar is provided to define new objects for the form by adding labels new user defined fields drop down lists system fields read only fields hyperlinks and images Additional Toolb aricons provide Page Properties Preview Mode Snap to Grid and Exit The Toolbaris originally positioned on the right side of all forms but can be movedto anywhere on the form by dragging the top of the Toolbar Position the mouse over each Toolbar icon to see the various options See Figure 8 for details Note The form is automatically saved immediately each time you make a change so there is no Save button for changes to any form Please also note that any changes to the forms take immediate effect and are visible to users of the system as and when the changes are made e Using the Form Design Toolbar Toolbar Overview Select the form you wish to modify from the Form Design menu The floating Toolbar see Error Reference ource not found provides you with access to the differe

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