Service desk administrator guide with examples comodo one by Baskaran G

rat

Comodo One MSP Software Version 3.1

Service Desk Administrator Guide Guide Version 3.5.051116

Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

Comodo One MSP - Service Desk - Administrator Guide Table of Contents 1 Introduction to Comodo One MSP.......................................................................................................................................... 4 1.1 Sign Up for An Account................................................................................................................................................ 5 1.2 The Comodo One MSP Web Interface......................................................................................................................... 12 1.3 Managing Administrators............................................................................................................................................ 16 1.3.1 Admin Privilege Levels....................................................................................................................................... 22 1.4 Managing Companies................................................................................................................................................. 24 2 The Service Desk Module.................................................................................................................................................... 28 2.1 Quick Start................................................................................................................................................................. 31 2.2 Logging-in to the Service Desk Module........................................................................................................................ 50 3 Service Desk Admin Panel.................................................................................................................................................. 50 3.1 Admin Panel Dashboard............................................................................................................................................. 52 3.1.1 Viewing the Dashboard and Exporting Reports.................................................................................................... 54 3.1.2 Viewing Alerts & Notifications............................................................................................................................. 56 3.2 Service Desk Configuration ........................................................................................................................................ 57 3.2.1 Configuring Company Profile.............................................................................................................................. 58 3.2.2 C1 Service Desk System Settings....................................................................................................................... 60 3.2.3 Ticket Settings and Options................................................................................................................................ 61 3.2.4 Email Settings and Options................................................................................................................................ 63 3.2.5 Access Control Settings..................................................................................................................................... 65 3.2.6 Knowledge Base Settings and Options................................................................................................................ 72 3.2.7 Autoresponder Settings...................................................................................................................................... 73 3.2.8 Configuring Alerts and Notices........................................................................................................................... 74 3.3 Managing Service Desk Components.......................................................................................................................... 75 3.3.1 Help Topics....................................................................................................................................................... 76 3.3.2 Ticket Filters...................................................................................................................................................... 80 3.3.3 Service Level Agreements (SLA)........................................................................................................................ 83 3.3.4 API Keys........................................................................................................................................................... 86 3.3.5 Web Pages....................................................................................................................................................... 88 3.3.6 Forms............................................................................................................................................................... 91 3.3.7 Custom Lists..................................................................................................................................................... 95 3.3.8 Viewing and Managing Global Rates for Assets................................................................................................. 100 3.3.9 Managing Materials and Expense Items............................................................................................................ 100 3.4 Managing Emails...................................................................................................................................................... 102 3.4.1 Email Addresses.............................................................................................................................................. 102 3.4.2 Banned Emails................................................................................................................................................ 105 3.4.3 Email Templates.............................................................................................................................................. 107 3.4.4 Testing Outgoing Email Settings....................................................................................................................... 111 3.5 Managing Staff......................................................................................................................................................... 112 3.5.1 Staff Members................................................................................................................................................. 112 3.5.2 Staff Groups.................................................................................................................................................... 114 3.5.3 Departments.................................................................................................................................................... 116 3.5.4 Time Sheets.................................................................................................................................................... 118 3.6 Managing Announcements........................................................................................................................................ 121 3.7 Generating Reports.................................................................................................................................................. 123 Comodo One MSP - Service Desk - Administrator Guide | ÂŠ 2016 Comodo Security Solutions Inc. | All rights reserved.

Comodo One MSP - Service Desk - Administrator Guide 3.7.1 Time Log Reports............................................................................................................................................ 123 3.7.2 Cost Reports................................................................................................................................................... 126 3.7.3 Tickets Reports................................................................................................................................................ 128 3.7.4 Assets Reports................................................................................................................................................ 130 3.7.5 Department Ticket Reports............................................................................................................................... 131 3.7.6 Agent Reports................................................................................................................................................. 133 3.7.7 Users Reports................................................................................................................................................. 134 3.7.8 Scheduling Periodical Report Generation ......................................................................................................... 136 4 Service Desk Staff Panel................................................................................................................................................... 140 4.1 Staff Panel Dashboard.............................................................................................................................................. 142 4.1.1 Viewing the Dashboard and Exporting Reports.................................................................................................. 144 4.1.2 Viewing Staff Members.................................................................................................................................... 148 4.1.3 My Profile........................................................................................................................................................ 148 4.2 Managing Users and Organizations........................................................................................................................... 150 4.2.1 Managing Users............................................................................................................................................... 150 4.2.2 Managing Organizations................................................................................................................................... 173 4.3 Managing Tickets..................................................................................................................................................... 187 4.3.1 Ticket Details................................................................................................................................................... 192 4.4 Managing Knowledgebase........................................................................................................................................ 221 4.4.1 FAQs.............................................................................................................................................................. 222 4.4.2 Managing Categories....................................................................................................................................... 232 4.4.3 Canned Responses......................................................................................................................................... 237 4.5 Managing Projects.................................................................................................................................................... 244 4.6 Managing Staff Time Sheets..................................................................................................................................... 253 About Comodo...................................................................................................................................................................... 263

Comodo One MSP - Service Desk - Administrator Guide

Introduction to Comodo One MSP

Comodo One is the integrated platform for Managed Service Providers which combines Device Management, Remote Monitoring, Service Desk and Patch Management modules in a single, easily navigated console.

Applications are available in three areas of the interface - 'Licensed Applications', 'Store' and 'Tool Set': Licensed Applications. Available for immediate use and accessed by clicking 'Licensed Applications' in the left-hand menu. Licensed applications include: •

Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. Comodo Service Desk allows administrators and staff members to respond to tickets, reassign tickets to other departments or personnel, generate reports, create knowledge base articles and more.

•

Comodo Patch Management - Provides administrators and MSPs with granular control over the deployment of updates to operating systems and 3rd party applications on network endpoints. Featuring an easy to use interface, Comodo Patch Manager allows administrators to define patching policies and schedules and to remotely monitor the deployment of Windows and Linux operating system updates.

•

Comodo IT and Security Manager (ITSM) - Allows MSPs to manage, monitor and secure mobile devices and Windows endpoints which connect to customer networks. Once an iOS, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, Device Manager allows you to secure customer data regardless of the device that holds it. ITSM is available by default to customers that signed up for Comodo One version 3.0 and later. Customers that signed up for Comodo One prior to version 3.0 version can integrate CDM to their console, if required.

•

Comodo Remote Monitoring and Management (RMM) - Comodo RMM is an efficient endpoint monitoring application that allows administrators to monitor and manage multiple endpoints from one centralized console. RMM is available as an integrated module to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later can access RMM through the ITSM interface. Refer to the help page at https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html in the online ITSM

Comodo One MSP - Service Desk - Administrator Guide Admin Guide for more details. Store. The C1 Store contains optional applications which allow you to expand your service offerings. Once downloaded, 'Integrated' applications can be used directly from the Comodo One console while non-integrated applications are stand-alone. Most store applications include separate license fees. •

Acronis Cloud Backup - A perfect solution for all your backup and disaster recovery needs. This cloud-based application has the ability to backup any application and system including Windows, Linux and Mac. Available with pre and post-paid subscription models, this solution fits the needs of any enterprise.

•

cWatch - CWatch is available as Security-as-a-Service for the protection of the web applications and web servers on your customers' networks. The servers are monitored 24x7x365 by experts from the Comodo SOC who will handle incident response, and provide state of the art signature based, machine learning and expertly hand crafted security prevention policies that are all constantly updated to ensure protection from emerging threats.

•

Comodo Quote Manager - Comodo Quote Manager (CQM) is an end-to-end quote management solution that allows Managed Service Providers (MSPs) and companies to quickly create, follow up and finalize quotes for customers. You can keep track of submitted quotes, send reminders to customers, resolve customer queries almost instantly and view detailed sales reports.

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Comodo KoruMail - An enterprise antispam and threat prevention solution that uses a sophisticated array of spam filters, anti-virus scanners and content analysis engines to prevent unsolicited mail from ever entering your customers' networks.

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Comodo Antispam Gateway (CASG) - CASG is a cloud based email anti-spam protection for corporate mail servers that can reduce spam by up to 97%.

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Comodo Korugan VM - Korugan is a Unified Threat Management (UTM) solution that provides multiple, essential security services by controlling firewall policy, antivirus, intrusion prevention, gateway antispam, website filtering, traffic monitoring, VPN, DNS and proxy servers, in a single package. Korugan needs an appliance installed as a Virtual Machine (VM) on the customer network to be protected. Upon subscription of the service, you can download the ISO image of the virtual machine, to be installed on the customers' networks.

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Comodo Korugan Central Manager - Korugan Central Manager allows you to manage several Korugan VMs/appliances installed on your customers' networks from a single central console.

Tool set. The following utilities are available for download from the 'Tool Set' area of the interface: •

Comodo Network Assessment Tool - Allows MSPs to perform in-depth scans on customer networks to identify a wide range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice to address each issue.

•

Comodo Cleaning Essentials - Security software for Windows endpoints which contains tools designed to identify and remove malware and unsafe processes from infected computers. Includes a fully customizable malware scanner and an advanced system monitoring tool which allows users to identify and kill any unsafe processes with a single click.

Chapter 1 of this guide covers account set up, an introduction to the Comodo One MSP web interface and initial configuration of administrators and staff members. •

Introduction to C1 MSP •

Signing up for an account - How to create an account

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The Comodo One MSP Web Interface - A snapshot of main functional areas of Comodo One MSP

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Managing Administrators - Explains how to add administrators and staff members

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Admin Privilege Levels - Outline of administrative privileges

•

Managing Companies - Explains how to manage companies for an account

A dedicated guide for the Comodo One interface is also available at https://help.comodo.com/topic-289-1-716-8478-Introductionto-Comodo-One.html. Chapters 2 and beyond cover usage of the Service Desk (SD) module. Detailed descriptions for other modules can be found in their own dedicated guides.

1.1

Getting a Comodo One MSP account is very easy and can be completed in a few steps. •

Visit https://one.comodo.com/

Comodo One MSP - Service Desk - Administrator Guide

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Click 'Get Free Tools', then enter your email address in the box

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Complete the short enrollment form.

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Choose the account type. •

If you are a new customer, choose the 'I AM A NEW USER' tab and fill a short enrollment form

Comodo One MSP - Service Desk - Administrator Guide

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Business Type: The drop-down allows you to choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down

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Email - This field will be pre-populated with email address provided. Enter a new email address if you wish to change it. You will receive the verification link to this email address.

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Password: Enter the password for logging-in to your C1 account. The password should be of at least eight characters, and must contain a combination of lower case and upper case characters, at least one numeral and at least one special character chosen from '("!#$%^&*")'

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End User License Agreement: Read the EULA fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box.

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Captcha: Enter the Captcha value to verify your application

Click the 'Submit' button.

A verification email will be sent to the email address you provided in the 'Email' field.

•

If you already have an account with Comodo, click the I HAVE A COMODO LICENSE ACCOUNT' tab and fill a short enrollment form

Comodo One MSP - Service Desk - Administrator Guide

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Business Type: The drop-down allows you to choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down

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Comodo License Account Login / Email - Enter your username or email address used fo login to your Comodo account at https://accounts.comodo.com. You will receive the verification link to the email address you entered while registering your account with Comodo.

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Password: Enter your Comodo Account password. The same password should be used to logging-in to the your C1 account.

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End User License Agreement: Read the EULA fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box.

•

Captcha: Enter the Captcha value to verify your application

Click the 'Submit' button.

A verification email will be sent to the email address registered at the time of your Comodo account creation.

Comodo One MSP - Service Desk - Administrator Guide

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Click the 'Verify my email' link

Upon successful verification, you will be taken to the C1 login page.

•

Enter your email address and password to login to C1. Upon your first log-in, 'Account Details' form will be displayed.

Comodo One MSP - Service Desk - Administrator Guide

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Fill-in the form with the details for your C1 account •

Email - This field will be pre-populated with the email address entered during account creation. You cannot edit this field.

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Business Type - This field will be pre-populated with your business type chosen during the account creation. You cannot edit this field.

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Company Name - Enter the name of the company that you want to enroll for Comodo One MSP.

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Subdomain - Enter the sub-domain name for creating the URL to access the Comodo One MSP modules, like Service Desk module . For example, if you enter the sub-domain 'milkyway' then you can access the Service Desk module by entering the URL 'https://milkyway.servicedesk.comodo.com'

•

Phone Number - Enter the phone number of your company

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Country - Choose your country from the drop-down

Comodo One MSP - Service Desk - Administrator Guide

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State - Choose your state/province country from the drop-down

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Postal Code - Enter the postal code/zip code of your city.

Click 'Submit'

The activation dialog for your free products will appear.

•

Click 'Next'

Your free modules will be activated.

Comodo One MSP - Service Desk - Administrator Guide

â&#x20AC;˘

Click 'OK' on completion. You will be taken to Comodo One MSP Dashboard.

That's it. You have successfully created a Comodo One MSP account. Please note that this account will be automatically granted 'Account Admin' privileges and cannot be deleted. This is effectively the 'Master Admin'. You will be able to create 'MSP Admins' and Staff under this account. Refer to the section 'Managing Administrators' for more details. You can login to your account at anytime at https://one.comodo.com/app/login.

1.2

The Comodo One MSP Web Interface

The Comodo One MSP interface gives the Account Administrator and MSP Administrators/Staff direct access to the Comodo One modules. The interface also allows the Account Administrator to add MSP Administrators and Staff members who are privileged to access the C1 modules.

Comodo One MSP - Service Desk - Administrator Guide

Left Hand Side Navigation â&#x20AC;˘

Clicking the

icon at the top left opens the left slider, containing the navigation menu.

Comodo One MSP - Service Desk - Administrator Guide

Dashboard - The 'Dashboard' is displayed by default when you log into the console. It contains the following sections: •

Overview - Displays graphs and statistics about the status of service desk tickets, available patches, application, endpoint operating systems, endpoint connection status and more.

•

Notifications - Displays a list of notifications sent to the administrator by Comodo One MSP. The number of new notifications will be displayed beside 'Notifications' under 'Dashboard' in the left slider pane. Clicking 'Notifications' opens the 'Notifications' screen that displays a list of these notifications.

•

Reports - Comodo One MSP allows administrators to manually generate reports on service desk performance and to schedule automated report generation. The 'Reports' screen displays a list of reports generated.

Licensed Applications - Allows account admins, MSP admins and staff members to access Comodo One MSP modules. •

Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. The support ticketing management system allows administrators and help desk staff to keep track of tickets raised by users, attend to them, reassign them to

Comodo One MSP - Service Desk - Administrator Guide appropriate department or organizations, generate reports and more. Refer to the dedicated Service Desk guides for more details. •

Comodo Patch Management - Allows granular control over the deployment of updates to operating systems and 3rd party applications on network endpoints. Featuring a centralized, easy to use interface, Comodo Patch Manager allows administrators to carry out various functions remotely such as deploy OS updates for both Windows and Linux machines, update 3rd party applications and more. Refer to the dedicated Patch Management guide for more details.

•

Comodo IT security and Management (ITSM) - ITSM allows administrators to manage, monitor and secure mobile devices and Windows endpoints which connect to customer networks. Once an iOS, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, ITSM allows you to secure customer data regardless of the device that holds it.

•

Comodo Remote Monitoring and Management (RMM) - A complete endpoint management solution which combines endpoint monitoring and alerting with ultra-fast remote desktop sharing, a robust ticketing sub-system, application lifecycle management, process and service management, endpoint security management and custom scripting for automated break-fixing.

Note: RMM is available under 'Licensed Applications' interface only to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later, can access RMM through the ITSM interface. Refer to the help page at https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html in the online ITSM Admin Guide for more details. •

Acronis Cloud Backup - This module is optional and can be added after creating a Comodo One MSP account. This is a cost effective tool for MSPs to render backup and disaster recovery services for their customers. Available both in local and in cloud for backups, this tool is capable of backing up data from any source and recovers to any destination and system.

•

Comodo Quote Manager - This module is optional and can be added after creating a Comodo One MSP account. Comodo Quote Manager allows MSP Administrators and staff to generate and forward price quotes for requirements from the customer organizations and manage them.

•

cWatch - This module is optional and can be added after creating a Comodo One MSP account. cWatch is a cloud based next generation security information and event monitoring platform that allows MSPs to provide high level of security service to their customers.

Customer - Displays Organizations added by Account Administrator to manage their own IT issues and requirements. Any number of companies/departments can be created for the account depending on subscription levels. Companies added here are automatically added to the Service Desk, Patch Management and ITSM modules and be viewed by all MSP Admins when they are in those modules. Module-specific users and administrators can be added under these companies from within each module itself. Refer to the section 'Managing Companies' for more details. Staff - Admins added here can access all modules in Comodo One MSP and have administrator privileges for Patch Management and ITSM modules. For Service Desk, the privileges differ depending on whether the staff member was added with admin privileges (aka an 'MSP Admin') or not. Staff without admin privileges can access only the staff panel in Service Desk while staff member with MSP Admin privileges can access both admin and staff panels in Service Desk. After an MSP Admin or Staff has been created, they will receive an account verification email and be asked to create a unique password. Refer to the section 'Managing Administrators' for more details. Store: Displays optional Comodo applications that are available for C1 users. Currently only Comodo Quote Manager, Acronis Cloud Backup and cWatch applications can be added as a fully integrated C1 module. All other applications are 'standalone' and planned to be integrated in the upcoming versions. Tool Set: Allows administrator to download free utilities for use on customer networks. The available applications are: •

Comodo Cleaning Essentials - Comodo Cleaning Essentials (CCE) is a set of computer security tools designed to identify and remove malware and unsafe processes from infected computers. Major features include: •

KillSwitch - an advanced system monitoring tool that allows users to identify, monitor and stop any unsafe processes that are running on their system.

•

Malware scanner - Fully customizable scanner capable of unearthing and removing viruses, rootkits, hidden files and malicious registry keys hidden deep in your system.

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Autorun Analyzer - An advanced utility to view and handle services and programs that were loaded when your system booted-up.

Comodo One MSP - Service Desk - Administrator Guide CCE is a lightweight, portable application which requires no installation and can be run directly from removable media such as a USB key, CD or DVD. It allows users to quickly and easily run scans and operate the software with the minimum of fuss. For more details, refer to the online help guide of CCE at https://help.comodo.com/topic-119-1-3283516-Introduction-to-Comodo-Cleaning-Essentials.html. •

Comodo Network Assessment Tool - Comodo Network Assessment tool (NAT) allows network administrators to perform in-depth scans on client networks to identify a wide range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice for each issue. Setup is easy with a simple wizard which allows users to import networks via Active Directory, Workgroup or IP range.

Management: Enables the account administrator to manage their Comodo One MSP account. •

Account - Allows the account administrator to personalize and edit the account details such as name, email address, address, phone numbers and notes.

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Subscriptions - Provides information about your App Store purchases such as product types, payment types and the subscription period.

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Usage - Provides module usage information. For example, this area will show how much space remains on your Acronis backup plan.

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Billing - Allows account administrators to view past bills as well as current bill invoiced.

Settings - Opens the 'Settings' interface that allows the currently logged-in administrator to change their password. Logout - Allows the currently logged-in administrator to logout from C1. Help - Clicking the 'Help' link displays shortcuts to visit Comodo One help pages and forum pages.

Version Number - The version number of Comodo One MSP is displayed at the bottom right of the slider. Clicking the version number opens the 'Release Notes' page containing new features added and bugs fixed in the current version.

1.3

Managing Administrators

The 'Staff' screen allows Account Administrators to add MSP Administrators. Once created, these users will be able to login into C1 at https://one.comodo.com and will be able to access the service desk, patch management and ITSM modules. You can also transfer the account administrator privileges to another MSP administrator. To open the 'Staff' screen •

Click the menu button

from the top left to open the left slider

•

Choose 'Staff' from the slider

Comodo One MSP - Service Desk - Administrator Guide

Staff List - Table of Column Descriptions Column Header

Description

Name

The name of the administrator or staff member

The email address of the administrator or staff member

Verified

Indicates whether the administrator or staff member has verified their email address by clicking the verification link in the notification mail sent to them. The administrator/staff can login to C1 interface only after verifying their email address and creating a password for them.

Admin

Indicates whether the user has MSP Admin privileges. If no check mark is present then it indicates that the user is a staff member. An MSP administrator can create only staff members. The master Account Admin can create both MSP Administrators and staff members.

Account Admin

Indicates whether the user is the 'Master' administrator of the Comodo One MSP account. Only one account admin is allowed for a Comodo One account. Only the Account Admin has the privileges to add MSP administrators and staff members for this account and to add additional modules like Comodo Device Manager, Comodo Quote Manager and so on .

Sorting and Filtering Options: •

Click any column header to sort the list of administrators in ascending or descending order according to the column label.

•

Filter the list or search for specific administrator(s) by entering their name or email address in the search field at top right in part or full.

The interface allows account administrators to: •

Add MSP Administrators/Staff

•

Edit the details of MSP Administrators/Staff

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Remove MSP Administrators/Staff

To add MSP Administrators/Staff •

Click the 'New Staff' button from the 'Staff' interface

The 'New Staff' form will be displayed:

Comodo One MSP - Service Desk - Administrator Guide

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Select the 'Admin' check box if you want to add an MSP Administrator. Leave it blank if you want to add a staff member.

Note: Staff with 'Admin' privileges can be added only by the Account Administrator. •

Enter the name of the Administrator or Staff in the 'Name' field.

•

Enter the email address of the Administrator or Staff to which the verification email will be sent.

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Click the 'Save' button.

A confirmation dialog will be displayed.

•

Click 'OK'

A verification email will be sent to the email address. After clicking the verification link in the mail, the recipient will be asked to set a unique password for accessing Comodo One.

Comodo One MSP - Service Desk - Administrator Guide The Account Administrator can edit the name of an administrator/staff, assign/remove administrative privileges and transfer account administrator rights to another administrator. The administrator can edit only the name of a staff member. Note: A staff can be edited to assign/remove admin privileges only after they validate his/her email address by clicking the link in their verification email. To edit a staff/administrator •

Select the MSP Administrator/Staff then click the 'Edit' button:

The 'Edit Staff' dialog will open.

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Update the details as required. Please note the email address field cannot be edited.

•

Click the 'Save' button

The following confirmation dialog will be displayed:

Comodo One MSP - Service Desk - Administrator Guide

•

Click 'OK'

To transfer the account admin rights to a different administrator •

Select the administrator and click the 'Edit' button

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In the 'Edit Staff' dialog, select Account Admin checkbox.

A confirmation dialog will be displayed:

•

Click 'OK' to confirm

Comodo One MSP - Service Desk - Administrator Guide

•

Click 'OK'.

The account administrator rights will be transferred to the selected administrator and you will be logged out automatically. You can login with the same credentials but will have only administrator privileges.

Removing an administrator or a staff Staff/Administrators, who no longer required to access the Comodo One console can be removed from the Staff interface. Note: A staff/administrator can be removed only after they validate his/her email address by clicking the link in their verification email. To delete MSP Administrators or Staff: •

Select the administrator/staff member that you want to remove from the list and click the 'Delete' button:

A confirmation dialog will appear.

•

Click 'OK' to confirm removal.

Comodo One MSP - Service Desk - Administrator Guide 1.3.1

Admin Privilege Levels

Account Admins, MSP Admins and MSP Staff for Comodo One modules are added and managed via the Comodo One MSP web console at one.comodo.com. The following tables summarize the privileges of these user types in the web console itself and each of the individual modules.

Comodo One MSP Web Console Role Account Admin

Description The Account Administrator is the top level administrator and can access all areas and functionality of the Comodo One MSP Administrative console and the individual modules. From the Comodo One MSP web console, the Account Administrator can:

MSP Admin

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Add and manage companies for the MSP account

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Add and manage MSP administrators

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Add and manage MSP staff members

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Transfer the account admin rights to another administrator

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Add integrated modules from the 'App Store' in to C1

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Subscribe for new products and renew licenses for added modules

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View subscriptions details

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View usage details for modules

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View billing details for modules

An MSP Administrator has privileges to create new companies and staff members and has all the privileges of staff. From the Comodo One MSP web console, the MSP Administrator can:

MSP Staff

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Add and manage companies to the MSP account

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Add and manage MSP staff members

•

Cannot add new admins

A MSP Staff member can access individual modules and can execute RMM, Service Desk and Patch Management tasks. A MSP Staff member can login and view the Comodo One MSP web console but: •

Cannot add or edit companies enrolled to the MSP account

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Cannot add fellow MSP staff members

Remote Management and Monitoring (RMM) Role Account Admin

Privileges •

Add endpoints for monitoring and management

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Create and apply monitoring policies to endpoints

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View alerts for policy violations

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Initiate support sessions and accept support requests from end-users

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Deploy diagnostic and repair tools, run procedures and execute jobs on endpoints

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Access endpoint computers through remote desktop connection to correct issues

MSP Admin

Same privileges as account admin

MSP Staff

Same privileges as account admin

Comodo One MSP - Service Desk - Administrator Guide Service Desk Role Account Admin

Privileges •

Access both admin panel and staff panel

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Enroll and manage end-users from different companies

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Attend to and manage support tickets from end-users.

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Assign and reassign tickets to staff members

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Create new tickets on behalf of end users

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Set global prices for attending to different types of devices

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View dashboard and system logs

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Configure service desk via the 'settings' interface

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Manage help topics, SLA plans, ticket filters and more.

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Create and manage privilege based user groups and assign staff members to them.

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Create and manage departments for the MSP and assign staff members to them.

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Generate announcements for staff members

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Generate and view reports

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Update knowledgebase articles like FAQ's and canned responses

MSP Admin

•

Same privileges as account admin

MSP Staff

• •

Staff members can access the staff panel but not the admin panel Enroll and manage end-users from different companies

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Attend to support tickets from end-users

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View the dashboard

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Create and manage knowledgebase articles like FAQs and canned responses

The following privileges are conditional on the privileges of the group to which the staff member belongs: •

Assign and reassign tickets to other staff

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Create new tickets on behalf of end users

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Set prices for attending different types of devices for specific company

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Update knowledgebase articles like FAQ's and canned responses.

Note: The restriction for staff members from accessing the admin panel is not implemented in this version. The restriction will come to force in the next version.

Patch Management Role Account Admin

MSP Admin MSP Staff

Privileges •

Enroll Endpoints for remotely installing and uninstalling patches and applications

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Add tags to endpoints and create groups of endpoints for bulk management

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Remotely install recent OS patches and applications on to endpoints and schedule patch/application installation policies

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Remotely restart/shutdown endpoints

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View patch management operations and reports

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Configure remote logging and notification settings.

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Same privileges as account admin

Same privileges as account admin except:

Comodo One MSP - Service Desk - Administrator Guide

•

1.4

Configure remote logging and notification settings.

Managing Companies

Companies, organizations and departments added through the C1 'Customers' interface will become available for selection in all integrated modules (Service Desk, Patch Management and IT Security and Manager). Admins can then import users and devices to these companies through the individual modules. The Comodo Service Desk interface also allows customers to create 'standalone' (aka 'Unmanaged') companies. Companies created this way will not be visible in the C1 interface or available in the other modules. For more details about adding companies to Service Desk, refer to the online help page at https://help.comodo.com/topic-289-1-625-7888-ManagingOrganizations.html. To open the 'Customer' screen •

Click the menu button

from the top left to open the left slider

•

Choose 'Customer' from the slider

The Customer interface displays the list of customer organizations added to Comodo One MSP. Company List - Table of Column Descriptions Column Header

Description

Name

The name of the company

Contact Email

Email address of the contact person of the organization.

Address

The address of the organization

Postal Code

The area postal code of the organization

Description

A short description of the organization

Sorting and Filtering Options: •

Click any column header to sort the list of companies in ascending or descending order according to the column label.

•

Filter the list or search for specific company by entering their name, contact email address, address or postal code in the search field at top right in part or full.

The interface allows Account and MSP Administrators to: •

Add an organization

Comodo One MSP - Service Desk - Administrator Guide •

Edit the details of an organization

•

Remove an organization

To add an organization •

Click the 'New Customer' button from the 'Customer' interface

The 'Add Company' form will be displayed. •

Fill the details in the respective fields.

•

Click the 'Save' button.

A confirmation alert will be displayed

Comodo One MSP - Service Desk - Administrator Guide

•

Click 'OK' in the confirmation alert.

To edit the details of an organization •

Select the organization that you want to update the details

•

Click the 'Edit' button

The 'Edit Company' dialog will appear.

Comodo One MSP - Service Desk - Administrator Guide

•

Update the details as required.

•

Click the 'Save' button

A confirmation dialog will be displayed.

•

Click 'OK'

Comodo One MSP - Service Desk - Administrator Guide To remove an organization from the list •

Select the organization that you want to remove from the list

•

Click the 'Delete' button.

A confirmation dialog will appear.

•

Click' OK' in the confirmation dialog.

The company will be removed from Comodo One MSP.

The Service Desk Module

Comodo Service Desk is a fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. The support ticketing management system allows administrators and help desk staff members to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, generate reports, create projects by integrating tasks and tickets and more. The interface has two panels, Admin Panel and Staff Panel, and admins with appropriate permissions can access both the panels.

Comodo One MSP - Service Desk - Administrator Guide The Admin Panel allows administrators to configure various settings including for tickets, emails, access, knowledgebase, autoresponder and alerts & notices. The settings done in this panel for various features directly reflect on the corresponding components available in the Staff panel. Refer to the section Service Desk Admin Panel for more details. The Staff Panel allows the support personnel and administrators to view and manage tickets, generate reports, add new users, edit organizations, reassign tickets, manage projects and more. Refer to the section Service Desk Staff Panel for more details.

Comodo One MSP - Service Desk - Administrator Guide Key Features: •

Dashboard - At-a-glance overview of ticket activity over time. The charts and tables on the dashboard allow you to quickly view the overall status of your operation. The dashboard also provides a starting point from which you can deep-dive into more detailed areas.

•

Customer Web Portal - No account registration is required for users to submit tickets. Service Desk allows end-users to view their ticket thread by logging in with their email address and ticket number.

•

Ticket Creation - Allows users to raise tickets in multiple ways - via email, over phone to an admin and web portal as a guest or as a registered user.

•

Service Level Agreements (SLA) - Easily define service level agreements and configure ticket due dates and warnings to match.

•

Help Topics - Automates the process of ticket allocation to specified department for faster response. Configurable in the web portal, help topics when combined with custom forms can be used to gather more information from users to assign tickets to related department. Help Topics can be configured with a basic workflow, allowing automated reassignment of tickets to different departments/staff at successive stages, with different SLAs.

•

Custom Forms and Fields - Create custom forms designed to gather the precise data your support department needs from end-users in order to solve an issue. Configurable lists can be added to custom forms to make selections more issue specific. Custom Forms and Fields used in help topics for web tickets can be used to automate the process of ticket assignment to correct department and admin/staff member to cut down response time.

•

Ticket Filters - Create rules which ensure tickets matching certain criteria are assigned to specific departments/staff or have default actions applied to them. Ticket filter actions include reject ticket, auto-assign, canned response and more.

•

Ticket Assignment and Transfer - Tickets can easily be reassigned to different departments and admin/staff members as required. Internal logs are created to to keep track of ticket transfers.

•

Auto-Responder - Configure automatic replies sent to user for new ticket creation. Personalize the auto-responders by inserting variables such as first name and more.

•

Knowledgebase - Post solutions to frequently asked questions (FAQs) and create articles to solve problems. Knowledgebase items can be internal or publicly viewable and can help with ticket resolution times and can reduce the number of tickets submitted. Resolved tickets also can be posted in Knowledgebase and linked with help topics.

•

Projects - Staff members can create Gannt charts to plan and track progress on company projects. Individual tasks and sub-tasks can be assigned completion percentages, time spent and billable time. Service desk tickets can also be bound to any task, meaning any updates in the ticket regarding completion, time-spent and billable time will be dynamically reflected in the parent task.

•

Time Sheets - Time sheets allows administrators to evaluate the performance of the staff and track their working hours. Staff Members can create and submit time sheets in the 'My Time Sheets' interface of the staff panel. Admins can review and approve time sheets in the admin interface by clicking 'Staff > Time Sheets'.

Guide Structure This guide is intended to take you through the configuration and use of C1 - Service Desk and is broken down into the following main sections. •

•

The Service Desk Module •

Quick Start

•

Logging-in to the Service Desk Module

Service Desk Admin Panel •

Admin Panel Dashboard

•

Service Desk Configuration

•

Managing Service Desk Components

•

Managing Emails

•

Managing Staff

•

Managing Announcements

•

Generating Reports

Service Desk Staff Panel •

Staff Panel Dashboard

Comodo One MSP - Service Desk - Administrator Guide

2.1

•

Managing Users and Organizations

•

Managing Tickets

•

Managing Knowledgebase

•

Managing Projects

•

Managing Staff Time Sheets

Quick Start

This tutorial explains how Comodo One MSP administrators can configure Service Desk to manage their support ticketing infrastructure. The guide covers basic setup and explains how to add user groups and staff, route tickets, create help topics, create custom forms and add support content such as FAQs and knowledge base articles. •

Step 1 - Login to the Admin Console

•

Step 2 - Create new user Group and Department

•

Step 3 - Add new support staff

•

Step 4 - Add Help Topics

•

Step 5 - Enroll Users

•

Step 6 - Assign Users to Organizations and create new Organizations

•

Step 7 - Managing Tickets

•

Step 8 - Managing Knowledgebase

•

Step 9 - Access Control Settings

•

Step 10 - Configuring Auto-response Emails

•

Step 11 - Viewing Reports

Step 1 - Login to the Admin Console To access the Service Desk Module, login to C1 with your user name and password at https://one.comodo.com/app/login

•

Once logged-in, place your mouse over the left-menu and click 'Licensed Applications'

•

Click on 'Service Desk' to open the application

Comodo One MSP - Service Desk - Administrator Guide By default, Service Desk will open at the Staff Panel. You can switch between the Staff Panel and the Admin Panel by clicking the link at the top right of the interface:

Step 2 - Create new user Group and Department Before adding a new support staff member, you first have to create a user group to which the new member will belong. You will also need to create at least one internal 'department'. Staff members in a particular group are assigned Service Desk permissions, and can be allowed to access the tickets of whichever departments you choose. To create a new group •

Switch to the 'Admin Panel'.

•

Click on the 'Staff' tab in the 'Admin' panel and select 'Groups'.

•

Click the 'Add New Group' link at the top right.

Comodo One MSP - Service Desk - Administrator Guide

In the 'Add New Group' form, enter the name of the group and select the permissions that should apply to its members. The 'Department Access' section allows you choose which departments group members can access. Group members will be able to access those departments with the permission levels you specify for the group. Enter any notes in the 'Admin Notes' field and click the 'Create Group' button. The new group will be created and will be listed in the 'User Groups' interface. To create new departments •

Click the 'Staff' tab in the 'Admin' panel and select 'Departments'.

•

Click the 'Add New Department' link on the right .

Comodo One MSP - Service Desk - Administrator Guide

•

In the 'Add New Department' form, enter the name of the 'Department'.

•

Select whether the department should be 'Public' or 'Private'. If 'Private' is selected, the name of the department will not be visible at the web portal and will be visible for only to admins/staff members.

•

Select the 'Select Level Agreements' for the tickets assigned to this department. Refer to the section 'SLA' for more

Comodo One MSP - Service Desk - Administrator Guide details. •

Select the settings for outgoing emails. Refer to the section 'Emails' for more details.

•

Select the settings for auto-response mails to users whose tickets are assigned to this department. Refer to the section 'Autoresponder' for more details.

•

Select the recipients to whom alerts will be sent. Refer to the section 'Alerts & Notices' for more details.

•

In the 'Group Access' section, select other group members who can access the ticket assigned to the department.

Step 3 - Add new support staff The next step is to add new staff members that will respond to support tickets from end users. You can do this in the Comodo One MSP interface at https://one.comodo.com/app/login. Staff created in the C1 portal will be available in Service Desk, and also available for selection in other C1 products. •

Click the menu button

from the top left to open the left slider

•

Choose 'Staff' from the slider

Staff List - Table of Column Descriptions Column Header

Description

Name

The name of the administrator or staff member

The email address of the administrator or staff member

Verified

Indicates whether the administrator or staff member has verified their email address by clicking the verification link in the notification mail sent to them. Admins and staff can only login to C1 after verifying their email address and creating a password.

Admin

Account Admin

Indicates whether the user is the 'Master' administrator of the Comodo One MSP account. Only one account admin is allowed for a Comodo One MSP account. Only the Account Admin has the privileges to add MSP administrators and staff members for their account and to add additional modules like IT Security and Management (ITSM), Comodo Quote Manager and so on.

To add MSP Administrators/Staff •

Click the 'New Staff' button at top left

The 'Add Staff' form will be displayed.

Comodo One MSP - Service Desk - Administrator Guide

•

Select the 'Admin' check box if you want to add an MSP Administrator. Leave it blank if you want to add a staff member.

Note: Staff with 'Admin' privileges can be added only by the Account Administrator. •

Enter the name of the Administrator or Staff in the 'Name' field.

•

Enter the email address of the Administrator or Staff to which the verification email will be sent.

•

Click the 'Save' button.

A confirmation dialog will be displayed.

•

Click 'OK'

A confirmation mail containing an account verification link will be sent to the user. After clicking the link, the recipient will be asked to set a unique password for accessing the Service Desk portal.

Comodo One MSP - Service Desk - Administrator Guide Step 4 - Add Help Topics 'Help Topics' are categories which are presented to end-users to help them more easily select the area with which they need assistance. For example, your help page might say 'Please select the area we can help you with', and offer topics such as 'Billing', 'Account Changes', 'Technical Support' and so forth. When combined with custom forms, help topics can route tickets to specific departments and can be used to gather better, more targeted information from end-users. Help Topics can also be given multiple 'stages', allowing you to set up a ‘step-by-step’ process for dealing with requests on a particular topic. Each stage allows admins to define the department, priority, SLA and assigned person, helping you to route and prioritize the ticket at various phases of its life-cycle. To add a new help topic •

In the 'Admin Panel', click the 'Manage' tab > 'Help Topics' link > 'Add New Help Topic'

The 'Add New Help Topic' screen will appear. •

•

Under 'Help Topic Information', enter a name of the 'Help Topic' in the first field and select the required parameters from the options. •

Status: Select whether the help topic should be active or not

•

Type: Select the option Public to make the help topic available in the client portal. If Private/Internal option is selected, then the topic will be available for admins/staff members only in the Staff Panel.

•

Parent Topic: Select the parent help topic for this topic if required, from the options.

Under 'New ticket options' select the form that should be presented to the user, the Thank you page that should be displayed and the response mail that should be sent.

Comodo One MSP - Service Desk - Administrator Guide

•

Custom Form: Custom forms define the fields to be displayed in the client portal when a user raises a ticket and chooses the help topic, in order to gather details relevant to it. You can create and manage forms with custom fields from the 'Admin Panel' > 'Manage' > 'Forms' interface. For more details on managing forms, refer to the section Forms. The 'Custom Form' drop-down allows you to choose the custom form to be applied to the help topic.

•

Thank-You Page: Select the Thank-You page that the user will be shown after opening a ticket under this help topic. The Thank-you page will be displayed for guest users only. Refer to the section Web Pages for more details about creating web pages.

•

Auto-response: Choose whether or not an auto-response emails should be sent to the user for the ticket activities. For more details on managing templates for auto-response mails, refer to the section Email Templates.

•

For more details on granular configuration of auto-response settings at global level, refer to the section Autoresponder Settings.

•

For more details on granular configuration of auto-response settings at department level, refer to the section Departments.

Under 'Ticket Stages', configure the department to which the tickets with this help topic should be routed, SLA plan to be applied and the staff to whom the ticket is to be assigned at successive stages of its life-cycle. •

Click 'Stage 1' and choose the options from the respective drop-downs.

• •

•

To add more stages to the help topic, click 'Add Stage' and repeat the process.

Click the 'Add Topic' button when done.

The help topic will be visible in the web portal if it is 'Public' and users can select it at the time of ticket creation. Help topics that are 'Private' are visible to admins/staff members only. Refer to the section 'Help Topics' for more details.

Step 5 - Enroll Users New users can create accounts then submit tickets at the client portal URL (e.g. https://coyote.servicedesk.comodo.com). Administrators can also manually enroll new users individually or in bulk from the Staff panel. All users, whether self-enrolled or manually enrolled, can be added to organizations as explained in step 6. To enroll new users •

To switch to the Staff Panel, click the Staff Panel link at top right.

•

Click the 'Users' tab and choose 'User Directory'.

Comodo One MSP - Service Desk - Administrator Guide

Service Desk allows you to add new users manually or by bulk import. To add users manually •

Click the 'Add User' link

•

Enter the user's name, email and phone number and click the 'Add User'.

The new user will be created as a 'Guest'.

•

To upgrade to full user account, click the 'Register' button.

Comodo One MSP - Service Desk - Administrator Guide

•

Review the form details then click the 'Create Account' button. The status of the account will change to 'Locked (Pending Activation)'.

•

An email will be sent to the user with an account activation link. The account activation page allows them to review their information and set a username and password:

Comodo One MSP - Service Desk - Administrator Guide

After updating their profile, the status of the user account will change to 'Active (Registered)'.

You can also import users from a .CSV file by clicking the 'Import' button. The process of enrolling users is the same as explained above. Refer to the section 'Managing Users and Organizations' for more details.

Step 6 - Assigning Users to Organizations and creating new Organizations In Service Desk, an 'organization' is a client entity, usually a company or business from whom you will accept tickets. You can assign users to organizations from the 'User Directory' interface. There are three broad options to create an organization: •

Create an organization in the Comodo One Interface. Organizations that are added from C1 are fully managed, meaning they will available for selection in all integrated modules (Service Desk, RMM, Patch Management and Device Manager).

•

Create an organization in Service Desk. Companies created from Service Desk will not be visible in the C1 interface or available in other modules. These are created for ticket management purposes alone. You can create an organization in Service Desk by clicking Staff panel, > Users > Organizations > Add New Organization.

Comodo One MSP - Service Desk - Administrator Guide To assign users to an organization •

In the 'Staff Panel', click the 'Users' tab > 'User Directory' link.

The list of users will be displayed. •

Click on the user name that you want to assign an organization

In the user details interface, click the link 'Add Organization'

In the 'Organization for <user name>' screen, search for the organization in the search field.

You can assign the user to an existing organization, or create a new Organization and add the user to it. •

To add the user to an existing Organization, type the first few letters of the Organization name in the search field. After choosing an Organization, following confirmation dialog will appear:

Comodo One MSP - Service Desk - Administrator Guide

•

Click 'Continue'.

The user will be added to the organization and will be displayed in the 'User Details' screen. •

To add a new organization, enter the details of the organization under 'Create New Organization: Details on User organization'.

Comodo One MSP - Service Desk - Administrator Guide

Refer to the sections 'Managing Companies' and 'Managing Organizations' for more details about the details to be entered on adding a new organization. •

Click 'Add Organization'

The new Organization will be added to Service Desk and the user will be added to the new organization. To add a new organization •

Add organization from the C1 interface

•

Add organization from Service Desk

To add an organization from the C1 interface •

from the top left to open the left slider and

Comodo One MSP - Service Desk - Administrator Guide The Customer interface displays the list of customer organizations added to Comodo One MSP. Company List - Table of Column Descriptions Column Header

Description

Name

The name of the company

Contact Email

Email address of the contact person of the organization.

Address

The address of the organization

Postal Code

The area postal code of the organization

Description

A short description of the organization

To add an organization â&#x20AC;˘

Click the 'New' button in the 'Company' interface

Comodo One MSP - Service Desk - Administrator Guide The 'Add Company' form will be displayed. •

Fill the details in the respective fields.

•

Click the 'Save' button.

•

Click 'OK' in the confirmation dialog.

To add an organization from Service Desk •

From the Staff panel, click the 'Users' tab and choose 'Organizations'

•

Click the 'Add New Organization' link at the top right

The 'Add New Organization' screen will be displayed:

Comodo One MSP - Service Desk - Administrator Guide

•

Name: Enter the name of the organization.

•

Web Domain: Enter the registered domain name for the organization.

•

Month Fee: The monthly charges billable to the organization for attending to tickets raised by users in that organization.

•

Address: The address of the organization.

•

Phone: The contact number of the organization.

•

Website: The URL of the organization's website.

•

Internal Notes: Enter any notes regarding the organization.

After completing the form, click the 'Add Organization' button to add the organization to Service Desk. Staff members can now configure its settings, users and billing rates. Refer to the section 'Managing Organizations' for more details.

Step 7 - Managing Tickets Tickets raised by users can be viewed and managed in the 'Staff Panel', under the 'Tickets' tab.

At the top of the screen, the status of the tickets are displayed. Clicking on a ticket number will open the ticket summary interface. From here you can assign it to a staff member, reassign, delete and more. For details about how to manage tickets, Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

Comodo One MSP - Service Desk - Administrator Guide refer to the section 'Managing Tickets'.

There are several settings and options available for configuring tickets. For example, whether ticket IDs should be generated sequentially or randomly, default priority and more. For detailed explanation about how to configure tickets, refer to the section 'Ticket Settings and Options'.

Step 8 - Managing Knowledgebase The 'Knowledgebase' feature allows admins to upload solutions for some commonly encountered problems by the users. By referring to the material, the users if possible can attend to the problem themselves instead of raising a ticket. This will reduce the down time of the system as well as the cost for attending to the ticket. The 'Knowledgebase' is available under the 'Staff Panel'.

After the 'FAQs' are created, these will be displayed in the web interface that the users will be using to create tickets. To know more about creating FAQs, refer to the section 'Managing Knowledgebase'.

Step 9 - Access Control Settings The 'Access Control Settings' interface allows you to configure various access settings such as staff member password expiration policy, staff excessive failed login attempts and more. You can also edit the templates of emails that are sent to staff members and users for scenarios such as user account confirmation email, forgot password mails for users and staff and more. â&#x20AC;˘

To open the 'Access Control Settings' interface, click Settings > Access from the 'Admin Panel'.

Comodo One MSP - Service Desk - Administrator Guide

For more details, refer to the section 'Access Control Settings'.

Step 10 - Configuring Auto-response Emails In the 'Email Settings and Options' screen under the 'Settings' tab, you can select the default emails that will be sent to users for alerts. You can add new emails, which will be displayed in the options. The new emails can be added in the 'Emails' tab available under the 'Admin Panel'.

The interface also allows you to configure emails that will be automatically rejected, create new email templates and check the outgoing email settings. For more details refer to the section 'Managing Emails'.

Step 11 - Viewing Reports The reports area contains a wealth of valuable information for administrators. Admins can also drill-down to individual category from any report. Reports can be exported to pdf and CSV files and cover the following categories: •

Time Log

•

Cost

•

Tickets

•

Assets

•

Queue

•

Agents (admins/staff members)

•

Users

Please refer to the main guide for more information about other settings such as for Autoresponder, Alerts & Notices and more.

Comodo One MSP - Service Desk - Administrator Guide

2.2

Logging-in to the Service Desk Module

To access the Service Desk Module, login to C1 with your user name and password at https://one.comodo.com/app/login

â&#x20AC;˘

Once logged-in, hover your mouse over the left-menu and click 'Licensed Applications' Click 'Service Desk' under 'Licensed Applications'.

Service Desk Admin Panel

The Admin Panel is the nerve center of Service Desk, giving you an immediate overview of ticket statuses and allowing you quickly configure settings, alerts, help topics, filters, reports, SLA plans and more.

Comodo One MSP - Service Desk - Administrator Guide

Once logged-in, the administrator can navigate to different areas of the console by clicking the tabs at the top of the interface. The tool tip available in most of the features provide guidance about using them. Comodo One MSP - Service Desk - Administrator Guide | ÂŠ 2016 Comodo Security Solutions Inc. | All rights reserved.

Comodo One MSP - Service Desk - Administrator Guide Main Functional Areas •

Dashboard - Allows an administrator to view graphical summary of ticket activity such as assigned, closed tickets. The dashboard provides statistics of tickets department wise and shows the statuses of the tickets. Refer to the section Admin Panel Dashboard for more details.

•

Settings - Enables an administrator to configure settings for various components such as Emails, Tickets, Knowledgebase, Access, Autoresponder and Alerts & Notices. Refer to the section Service Desk Configuration for more details.

•

Manage - Allows an administrator to manage Help Topics, Ticket Filters, Custom Forms, Site Pages, Service Level Agreement plans and API keys, Custom Lists, Assets, Materials and Projects. Refer to the section Managing Service Desk Components for more details.

•

Emails - Enables an administrator to manage auto-response emails that are sent to users and admins/staff members, configure email banlist and manage email templates. Refer to the section Managing Emails for details.

•

Staff - Allows an administrator to manage staff members that provide support to users, create and manage Groups and Departments and assign staff members to them. Refer to the section Managing Staff for more details.

•

Announcement - Enables an administrator to manage announcement forms. The announcements and news are sent to staff members that are subscribed for announcements. Refer to the section Managing Announcements for more details.

•

Reports - Enables an administrator to schedule and /or generate detailed reports for Time Log, Cost, Tickets, Assets, Queue, Agents (admins/staff members) or and Users. Refer to the section Generating Reports for more details.

Various interfaces display a tool tip button beside the features. Clicking on this button will display the summarized help content regarding the feature. To close the screen, click the button located at top right side. To toggle between the Admin Panel and Staff Panel, click the Panel button located at the top of the interface.

3.1

Admin Panel Dashboard

The Admin Panel dashboard provides a graphical summary of ticket activities and its related statistics. The logs generated by the Service Desk server and as well as its details can also be viewed from the Dashboard tab.

Comodo One MSP - Service Desk - Administrator Guide

Click on the following links for more details: •

Viewing the Dashboard and Exporting Reports

•

Viewing Alerts and Notifications

Comodo One MSP - Service Desk - Administrator Guide 3.1.1

Viewing the Dashboard and Exporting Reports

The Admin Dashboard displays a graphical summary of current tickets and queue statuses for all clients. The Staff Dashboard displays similar information but only for clients assigned to staff member. Admins can specify the start time and period for which the graph and statistics should be displayed. â&#x20AC;˘

To view the Admin Dashboard, click the 'Dashboard tab' in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide Ticket Activity The top portion of this section displays the total quantity of open tickets in pie chart and lists how many are due today, tomorrow and during the next seven days. The section below it displays a graphical summary of all ticket statuses such as created, closed and more.

Ticket Activity - Total at the moment The 'Open Tickets' pie chart and the legends beside it provide statistics on the total number of tickets that are currently open. This is broken down into new tickets (not replied to once), overdue tickets, and open tickets that have had at least one reply (Waiting Customer).

On the right side the number of the tickets that are due for closure today, tomorrow and within the next seven days are displayed.

Ticket Activity - Graph You can select the date range for which the corresponding data will be displayed for both the graph and the Statistics table below it. The graph will display a broad overview of the data for the selected period and the Statistics table provides details of individual components such as Department, Topic, Staff, Source and Priority to which the tickets are associated. The data is updated automatically according to the settings done in 'My Profile'. Clicking the 'Refresh' button updates the data instantly.

By default, the graph displays the details for the last one month and results grouped by a Day. To view the statuses for a different period, select the start day from the period calendar and select the end date from the drop-down options. Next select how the results graph should be grouped from the 'group by' options. Please note the grouping should be always less than the period selected. The legends in the graph provide the statuses of the tickets, such as how many are created, closed, reopened and so on. Hovering the mouse over a graph line displays the number of tickets for that particular item.

Statistics

Comodo One MSP - Service Desk - Administrator Guide The section displays the statuses of tickets item wise in pie charts, that is department, topics, staff, source and priority for the selected period.

Clicking on each tab will display the details of the tickets that are open, assigned, overdue, closed, reopened, deleted and warnings. The 'Overdue' status displays the tickets that are pending beyond the grace period for a particular Service Level Agreement (SLA) plan. The 'Warnings' status displays the tickets that are configured to trigger warnings for a particular SLA plan. The warnings will be displayed in addition to Overdue threshold if configured in the SLA plan. For example, if there are three Warning levels defined (WL1=50% and WL2=75% and WL3=90% of time) and in a department if there is one ticket with WL1 warning level and one ticket with WL2 level and one ticket with WL3 level the pie chart for the department will show “3” in 'Warnings'. 'At the moment' pie charts display the number of the unassigned and paused tickets. When these tickets are assigned, resumed or deleted, the screen will reflect the changes accordingly.

Exporting Statistics to a CSV file Clicking the 'Export' button at the bottom of the interface will download the 'Statistics' file in CSV format. This file can be opened with appropriate application such as Excel or Open Office Calc for easy analysis.

3.1.2

Viewing Alerts & Notifications

The 'Alerts & Notifications' interface displays the alerts that were sent when a new ticket was created and assigned to a staff member. The alerts will be sent to the users and agents only when the settings are configured appropriately in 'Settings' > 'Alerts & Notices'. •

To view the details of sent alerts, click the 'Dashboard' tab from the Admin Panel and choose 'Notifications'

Comodo One MSP - Service Desk - Administrator Guide

You can filter the items using the 'Date', 'Agent' and 'Type' fields. The type of sent alerts that are recorded are 'Ticket Assign Alert' and 'New Ticket Alert'. You can also sort the items in ascending / descending order by clicking the respective column header. •

Select the period from 'Date' fields ('From' and 'To' fields)

•

Select the staff or user from the 'Agent' drop-down

•

Select the alert type from the 'Type' drop-down

•

Click the 'Search' button.

The screen will display the result per the selected parameters. Selecting 'Anyone' from the 'Agent' drop-down and 'Any' from the 'Type' drop-down will display all the sent alerts for the selected period.

3.2

Service Desk Configuration

The Settings tab allows administrators to configure system settings, tickets, emails, access control, knowledge-base, alerts and the profile of the company that is providing the support services. To configure the Service Desk features, click the Settings tab in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide

By default, the C1 Service Desk settings screen will be displayed. Click the following links to find out more about each category: •

Configuring Company Profile

•

C1 Service Desk System Settings

•

Ticket Settings and Options

•

Email Settings and Options

•

Access Control Settings

•

Knowledge Base Settings and Options

•

Autoresponder Settings

•

Configuring Alerts and Notices

3.2.1

Configuring Company Profile

The Company Profile section allows administrators to add and modify details about the organization that is providing the support service. To open the page, click ‘Company’ from the 'Settings' tab in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide

Company Information •

Company Name: Enter the name of the company that provides the support service

•

Website: Enter the website of the company

•

Phone Number: Enter the company's phone number

•

Address: Enter the address of the company

•

Company Email: Provide the company's email address.

Note: The number of fields shown in the Company Information can be added or removed in the Forms interface. Refer to the section Forms for information.

Site Pages •

Landing Page: Select the landing page to be displayed in your support site. The pages can be added/edited in the Manage > Pages screen from the Admin Panel. Refer to the section Web Pages for more details.

•

Offline Page: The page that will be displayed when the support site is offline for users. Refer to the section C1 Service Desk System Settings for more details.

•

Default Thank-You Page: The page that is displayed after a user submits a ticket. This page can also be associated with help topics. Refer to the section Web Pages for more details about adding/editing pages and Help Topics for associating the page to help topics.

Logos You can choose to use the system default logo or upload a custom logo that will be displayed in your support site. If you choose Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

Comodo One MSP - Service Desk - Administrator Guide to upload a new custom logo, the image should be in gif, jpg or png formats. To reduce loading time, please keep the image to default size of 817 px X 170 px. To upload an image, click the Browse button, select the image and click 'Open'. •

Click the 'Save Changes' button to save changes done to the screen

3.2.2

C1 Service Desk System Settings

The system settings screen allows administrators to define and enable their support page, configure the default department that tickets will be automatically routed to, configure business hours and more. To open the 'C1 Service Desk' system settings and preferences screen, click 'System' from the 'Settings' tab in the Admin Panel.

General Settings •

Helpdesk Status: Select whether the support site should be online or offline.

•

Helpdesk URL: The URL of your helpdesk that is configured during installation. It is used in the emails to direct end users to the helpdesk.

•

Helpdesk Name/Title: Enter the name of the support site title that will appear in the browser's tab. If the page is bookmarked, this will be the title/name of the site page.

Comodo One MSP - Service Desk - Administrator Guide •

Default Department: Select the default department for tickets that are not automatically routed to a department. Tickets can be routed based on help topics, incoming email settings and ticket filter settings. Refer to the section Ticket Settings and Options and Departments for more details.

•

Default Page Size: Select the number of items that should be displayed per page in the Ticket Queues in the Staff Panel. The support personnel can also customize this number for their own account under My Preferences. Refer to the section My Profile for more details.

•

Default Log Level: Select the minimum level of issues that will be recorded in System Log. The options available are Debug, Warn and Error. Debug represents least severity and Error represents the greatest severity. Choosing the least severe option will log all the issues.

•

Purge Logs: Select how long System Logs should be retained before they are deleted.

•

Default Name Formatting: Select the name format that will be used throughout the system. Email templates will use it for name if no other format is specified in the variable. Refer to the section Email Templates for more details.

Date and Time Options Enter the date and time format that determine the Date & Time settings for users. For more details on the values refer to the page http://php.net/manual/en/function.date.php. Select the Default Time Zone that you wish to set.

Business Hours Enter the business hours that will be taken as base for Service Level Agreement (SLA) time calculations. For example, if in a SLA the issue fixing time is defined as 12 hours, the period will be calculated based on the business hours. Suppose if the business hours is fixed as 8 hours per day and if a ticket is raised on a Sunday, SLA will start count on Monday morning for 8 hours that day and then will continue to count on Tuesday morning. If the issue is not solved by Tuesday noon, then you will have a SLA breach. Refer to the section Service Level Agreements for more details. •

Click the 'Save Changes' button for the changes to take effect.

3.2.3

Ticket Settings and Options

This screen allows administrators to configure the settings for tickets that are raised by end users. The settings done in this screen determines how the ticket IDs should be generated, default priority level, default help topics and more. To open the 'Ticket Settings and Options' screen, click 'Tickets' from the 'Settings' tab in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide

System-Wide Default Ticket Settings and Options •

Ticket IDs: Select whether the ticket IDs should be generated sequentially or randomly

•

Default SLA: Select the Service Level Agreement (SLA) that determines how long a ticket can remain Open before it is rendered Overdue. Refer to the section Service Level Agreements for more details.

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Default Priority: Select the default priority for tickets that are not assigned a priority automatically. Priorities can be assigned in Help Topics, Ticket Filter settings and routed departments.

•

Default Asset Type: Select the default asset type for the ticket. The user can change the asset type while creating a new ticket.

•

Charge Interval: Enter the minimum amount of billable time for a ticket. The time spent will be rounded off to the nearest multiple of the entered time. For example, if you enter 15 minutes and the time taken to close a ticket is 20 minutes, the billable time will be 30 minutes.

•

Default Help Topic: Select the help topic that will be assigned to tickets automatically if users do not select a help topic

Comodo One MSP - Service Desk - Administrator Guide while raising a ticket. •

Maximum Open Tickets: Enter the maximum number of tickets an end user is allowed to have Open in the help desk. Enter the value '0' to disable this limitation.

•

Agent Collision Avoidance Duration: Enter the maximum length of time an Agent (admin/staff member) is allowed to hold a lock on a ticket, meaning other admins/staff members cannot edit this ticket till the lock is released. Entering the value '0' will disable this lockout feature.

•

Human Verification: If selected, CAPTCHA will be enabled in Client Portal to verify an incoming ticket is the created by a person.

•

Claim on Response: If enabled, unassigned tickets will be automatically assigned to responding admins/staff members. Please note that reopened tickets are always assigned to last respondents.

•

Assigned Tickets: If enabled, assigned tickets will not be visible in Open Tickets queue.

•

Answered Tickets: If enabled, answered tickets will be visible in Answered Tickets queue and if not enabled they will be visible in Open Tickets queue.

•

Staff Identity Masking: Enable this option to mask the identity of the admin/staff member to the user. That is, the user will not know the admin/staff member's name that is providing the support.

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Enable HTML Ticket Thread: If enabled, rich text formatting in the communications will be allowed between Clients and admins/staff members.

•

Allow Client Updates: If enabled, end users can update the ticket details in the web portal.

•

Auto-close Overdue Tickets Timeout: Enter the hours after which the overdue tickets will be closed automatically. Enter the value '0' to disable this limitation meaning the overdue tickets will not be closed automatically.

Attachments •

Allow Attachments: If enabled, staff members are allowed to upload attachments in their replies to tickets.

•

Emailed/API Attachments: If enabled, end users are allowed to raise tickets via email/API with attachments.

•

Online/Web Attachments: If enabled, end users can upload attachments for their tickets.

•

Limit to authenticated user only: Only logged-in users are allowed to attach files in their tickets.

•

Max. User File Uploads: Select the maximum number of files a user is allowed to upload simultaneously.

•

Max. Staff File Uploads: Select the maximum number of files a staff member is allowed to upload simultaneously.

•

Ticket Response Files: If enabled, any attachments an admin/staff member may attach to a ticket response will also be included in the email to the user.

Accepted File Types Enter the allowed file extensions that a user can submit. Each file extension should be separated by a comma. •

Click the 'Save Changes' button for the changes to take effect.

3.2.4

Email Settings and Options

The Email Settings and Options interface allows administrators to configure default emails for incoming and outgoing emails as well as set default system and alert emails. Please note that these global email settings can be overridden by the settings done at the department level. To open the 'Email Settings and Options' screen, click 'Emails' from the 'Settings' tab in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide

Email Settings •

Default Template Set: Select the email template set used to send for Auto-Responses and Alerts for various actions that can take place during a ticket's lifetime. Please note that departments can be assigned a different email template set. Refer to the section Departments for more details. Refer to the section Email Templates about how to add/modify email templates.

•

Default System Email: Select the default outgoing email address from which the emails are sent. Please note that departments can configure a different email address. Refer to the section Departments for more details. Refer to the section Email Addresses about how to add/modify email addresses.

•

Default Alert Email: Select the default email address from which Alerts & Notices are sent to the admins/staff members. Refer to the section Email Addresses about how to add/modify email addresses.

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Admin's Email Address: Enter the administrator's email address to which the System Errors and New Tickets alerts are sent. Please note this should be enabled in Alerts & Notices screen. Refer to the section Configuring Alerts and Notices for more details.

Incoming Emails •

Email Fetching: Enabling this checkbox will allow IMAP/POP polling for configured and enabled Mail Boxes. Refer to the section Email Addresses about how to enable fetching email via IMAP or POP.

•

Fetch Emails on auto-cron: If selected, emails are fetched automatically. Please note that if no staff member is logged into Staff Control Panel, emails will not be fetched. External task scheduler is highly recommended for predictable fetch intervals.

•

Strip Quoted Reply: If enabled, all previous correspondences in the email will be removed. If this feature is disabled, then the next setting Reply Separator Tag will be relevant.

•

Reply Separator Tag: This is relevant only if the above Strip Quoted Reply is disabled. The text '---reply above this line---' will be available in between the original message and the reply.

•

Accept All Emails: If enabled, tickets can be raised by unregistered users also.

•

Accept Email Collaborators: If enabled, email participants are included in the 'To' and 'CC' fields as ticket collaborators. Staff members can also add collaborator manually when viewing a ticket. Refer to the section Managing Tickets for more details.

Comodo One MSP - Service Desk - Administrator Guide •

Default MTA: Select the email address whose configured Mail Transfer Agent (MTA) settings will apply to outgoing emails without SMTP setting.

Click the 'Save Changes' button for the changes to take effect.

3.2.5

Access Control Settings

The Access Control Settings page allows administrators to configure the password policy for staff members, authentication settings for end users and email templates for 'Forgot My Password' links, user account registration, staff account registration and banners for staff log-in and client sign-in page. To open the 'Access Control Settings' screen, click 'Access' from the 'Settings' tab in the Admin Panel.

Click the following links for more details on each category: •

End User Authentication Settings

•

Authentication and Registration Templates

•

Sign-In Pages

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User Account Registration

•

Staff Account Registration

Comodo One MSP - Service Desk - Administrator Guide End User Authentication Settings

•

Registration Required and Registration Method are used together to configure how users register and access the web portal of your help desk. The table below summarizes how the two settings are interpreted by the C1 Service Desk system. Registration Required

Registration Method

Result

Public

Registration encouraged but not required for new tickets.

Yes

Public

Registration and login are required for new tickets

Private

Anyone can create a ticket, but only staff members can register accounts

Yes

Private

User access is by invitation only

Disabled

No one can register for an account, but anyone can create a ticket.

Yes

Disabled

Disable new tickets via web portal

•

User Excessive Logins: Select the number of times a user is allowed failed login attempts from the first option and select the period from the second option for which the lock-out will be enforced.

•

User Session Timeout: Enter the maximum idle time in minutes before a user is required to log in again. Enter 0 if no timeout is required.

•

Client Quick Access: If disabled, the users can immediately access their tickets via the 'Check Ticket Status' login page. If enabled, users will be required to receive an email and follow a link in the mail to view the ticket. Disabling email verification might allow third parties (e.g. ticket collaborators) to impersonate the ticket owner).

Authentication and Registration Templates This section allows administrators to edit the email templates that are sent to staff members and Clients as well as email template sent to guest to access their tickets.

Staff Members To edit the template of email that is sent to Staff Member who select the 'Forgot My Password' link on the Staff Control Panel log in page, click the Staff Members link.

Comodo One MSP - Service Desk - Administrator Guide

•

Edit the template as required and click the 'Save Changes' button. Make sure the variables defined in the template are correct.

Clients To edit the template of email that is sent to Clients who select the 'Forgot My Password' link on the Client log in page, click the Clients link.

•

Edit the template as required and click the 'Save Changes' button. Make sure the variables defined in the template are correct.

Guest Ticket Access To edit the template of email notification that is sent to Clients with access link to their tickets, click the Guest Ticket Access link.

Comodo One MSP - Service Desk - Administrator Guide

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Edit the template as required and click the 'Save Changes' button. Make sure the variables defined in the template are correct.

Sign-In Pages This section allows administrators to edit the message and banner displayed on the staff member's Log In page and Client SignIn page.

Staff Login Banner To edit the message shown on the Staff Log In page, click the 'Staff Login Banner' link.

Comodo One MSP - Service Desk - Administrator Guide

•

Edit the message as required. The text entered in the first field appears as red text at the top. The text area serves for the banner content.

•

Click the 'Save Changes' button for the changes to take effect.

Client Sign-In Page To edit the header shown on the Client Log In page, click the Client Sign-In Page link.

•

Edit the message as required. The text entered in the first field appears as blue text below the menu bar. The text area serves for providing other information.

•

Click the 'Save Changes' button for the changes to take effect.

Comodo One MSP - Service Desk - Administrator Guide User Account Registration This section allows administrators to edit the email templates that are sent to users for confirming their email address, account creation and account confirmed emails.

Confirm Email Address Page To edit the template of email that is sent to users after completing the registration form, click the 'Please Confirm Email Address Page' link.

•

Edit the message as required. Make sure to mention that the C1 Service Desk system is sending them a confirmation email link and the next steps for completing the registration process.

•

Click the 'Save Changes' button for the changes to take effect.

Confirmation Email To edit the template of email that is sent to users after their account has been created, click the 'Confirmation Email' link.

Comodo One MSP - Service Desk - Administrator Guide

•

Edit the template as required and click the 'Save Changes' button. Make sure the variables defined in the template are correct.

Account Confirmed Page To edit the template of email that is sent to users after their account has been successfully registered, click the 'Account Confirmed Page' link.

•

Edit the template as required and click the 'Save Changes' button. Make sure the variables defined in the template are correct.

Staff Account Registration This section allows administrators to edit the email template that is sent to Staff Members whose account is created by an administrator. This welcome email is optional and is configured in the Staff Members page. Refer to the section Staff Members Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

Comodo One MSP - Service Desk - Administrator Guide for more details.

To edit the template of welcome email that is sent to staff members after their account has been successfully created by an administrator, click the 'Staff Welcome Email' link.

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Edit the template as required and click the 'Save Changes' button. Make sure the variables defined in the template are correct.

Click the 'Save Changes' button at the bottom of the screen for the settings done in the page to take effect.

3.2.6

Knowledge Base Settings and Options

Administrators and staff members can create FAQs that can be made available in the client portal accessed by users. These serve an important purpose of providing ready made solutions for frequently encountered problems by users, who can refer and try to fix the issues themselves if they are simple enough. This will help to reduce support costs as well as use the staff members for much more productive work. The FAQs can be configured to be available for all or only for the admins/staff members. Refer to the section Managing Knowledgebase for more details about how create FAQs. The settings done in this interface determine whether the Knowledgebase tab should be available in the users' web portal or not. Administrators can also configure whether the Canned Responses that are used in the Tickets interface should be made available. To open the 'Knowledge Base Settings and Options' screen, click 'Knowledgebase' from the 'Settings' tab in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide

•

Knowledge Base Status: Enable this check box to allow users to FAQs available under the Knowledgebase tab in the client portal. Refer to the section Managing Knowledgebase for more details about how create Categories and FAQs.

•

Canned Responses: If enabled, admins/staff members can use Canned Responses while replying to tickets. Refer to the section Canned Responses for more details.

Click the 'Save Changes' button at the bottom of the screen for the settings done in the page to take effect.

3.2.7

Autoresponder Settings

The Autoresponder Settings screen allows administrators to configure email auto response settings that automatically sends emails to users for actions such as when a new ticket is raised, a new ticket is raised by an admin/staff member on behalf a user, a new message is appended to an existing ticket and when Maximum Open Tickets number is exceeded. This global setting can be disabled at department level or email level. Refer to the sections Departments and Email Addresses for more details about their respective auto-response settings. To open the 'Autoresponder Settings' screen, click 'Autoresponder' from the 'Settings' tab in the Admin Panel.

•

New Ticket: If enabled, an autoresponse email will be sent to the ticket owner when a new ticket is raised. Please note this setting will be overridden by the setting done in the Help Topic screen.

•

New Ticket by Staff: If enabled, an automatic email will be sent to the user when a ticket raised on behalf of him/her. The admin/staff member can choose to disable this option when creating new tickets. Refer to the section New Ticket for more details.

•

New Message

•

Submitter: Send receipt confirmation: If enabled, confirmation notice is sent when a new message is appended to an existing ticket.

•

Participants: Send new activity notice: If enabled, messages from submitter are sent to all participants on a ticket.

Overlimit Notice: If enabled, ticket denied notice will be sent to the user when Maximum Open Tickets settings is breached. Refer to the section Ticket Settings and Options for more details.

Click the 'Save Changes' button at the bottom of the screen for the settings done in the page to take effect. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

Comodo One MSP - Service Desk - Administrator Guide 3.2.8

Configuring Alerts and Notices

The Alerts & Notices screen allows administrators to configure the settings for sending out alerts on various ticket events, such as when a new ticket is assigned or reassigned, when a new internal note is added and so on. To open the 'Alerts and Notices' screen, click 'Alerts & Notices' from the 'Settings' tab in the Admin Panel.

•

New Ticket Alert: Alerts are sent to the selected persons when a new ticket is created. Please note the alert is not sent to admins/staff members for the tickets that are auto-assigned via Help Topic or Ticket Filter. Refer to the section Help Topics and Ticket Filters for more details. The Status option should be enabled for the settings to take effect.

•

New Message Alert: Alerts are sent to the selected persons when a new message is added to an existing ticket by the user. The Status option should be enabled for the settings to take effect.

Comodo One MSP - Service Desk - Administrator Guide •

New Internal Note Alert: Alerts are sent to the selected persons when a new internal note is added to a ticket. The Status option should be enabled for the settings to take effect.

•

Ticket Assignment Alert: Alerts are sent to the selected persons when a new ticket is assigned to them. The Status option should be enabled for the settings to take effect.

•

Ticket Transfer Alert: Alerts are sent to the selected persons when a ticket is transferred from one department to another. The Status option should be enabled for the settings to take effect.

•

Overdue Ticket Alert: Alerts are sent to the selected persons when a ticket breaches the SLA for the ticket. The Status option should be enabled for the settings to take effect. Fore more details about SLAs, refer to the section Service Level Agreements.

•

System Alerts: System error alerts, SQL error alerts and excessive failed login attempt alerts are sent to the administrator. The errors are also logged as events and can be viewed in the System Logs screen. The administrator’s email address can be changed in the Emails Settings and Options screen.

Click the 'Save Changes' button at the bottom of the screen for the settings done in the page to take effect.

3.3

Managing Service Desk Components

The Mange tab allows administrators to manage various components such as Help Topics, Ticket Filters, SLA Plans and more that determine how the overall C1 Service Desk should function. For example, Help Topics that are created and available in the client portal can be configured to assign a ticket to a staff member automatically with a high priority and covered under a particular SLA plan. To open the 'Service Desk Components', click the 'Manage' tab in the Admin Panel

By default, the Help Topics screen will be displayed. •

Help Topics: The help topics that are made public are visible in the client portal used for raising tickets by end users. This helps to gather information from the user and to route tickets automatically to a particular Department or an admin/staff member. For more details refer to the section Help Topics.

•

Ticket Filters: Allows administrators to filter the tickets based on rules and define the action to be taken for them. Refer to the section Ticket Filters: for more details.

•

SLA Plans: Service Level Agreement (SLA) plans define the period before which a ticket should be attended and closed. Administrators can also configure warning level alerts if a SLA is breached. Refer to the section Service Level Agreements for more details.

•

API Keys: C1 Service Desk allows new tickets to be submitted via Application Programming Interface (API). API keys are generated and used to authenticate clients that are submitting new tickets via API route. Refer to the section API Keys for more details.

•

Pages: Allows administrators to add new site pages and configure them to be displayed as Landing Page, Offline Page and Thank-You Page. Refer to the section Web Pages for more details.

•

Forms: Allows administrators to add new custom forms that will be visible in the client portal for users to input relevant

Comodo One MSP - Service Desk - Administrator Guide data so that the tickets can be automatically routed to appropriate department or an admin/staff member. Refer to the section Forms for more details. •

Lists: Allows to create drop-down boxes with predefined options that can be added to a Custom Form and in a Ticket Filter. Refer to the section Custom Lists for more details.

•

Assets:The 'Assets' list allows to set hourly charge-rate for items or services that are fixed by support team.

•

Materials: This interface allows to add and manage materials like components, consumables and/or other expense types for adding to tickets.

•

Projects: Allows to add and manage a project with new tasks, new sub tasks, new tickets and sub tickets.

3.3.1

Help Topics

Help Topics are broad categories which a user selects when submitting a support ticket to identify the area in which they need help. When combined with custom forms, help topics can be used to gather better, more targeted information from end-users. Service Desk administrators can configure help topics to route tickets to the appropriate department and/or staff member, and also setup specific auto-responders and thank-you pages. To open the 'Help Topic' screen, click 'Help Topics' from the 'Manage' tab in the Admin Panel.

The screen allows you to add new help topics, edit existing topics and sort them manually or alphabetically.

Sorting the items The Sorting Mode option is by default 'Alphabetically' which means the items in the help topics list are in the alphabetic order. To change the option in the sorting mode, click the drop-down and select Manually.

The items in the help topic list can now be dragged to the required position in the list.

Comodo One MSP - Service Desk - Administrator Guide

The changes made can be saved clicking the 'Save' button at the bottom. The Status, Type, Priority and Department column displays the details of the respective topic. To make a help topic active/inactive, select the check box beside and click the ENABLE or DISABLE button.

To add a new help topic â&#x20AC;˘

Click the 'Add New Help Topic' link on the top right side of the screen

The 'Add New Help Topic' screen will be displayed.

Comodo One MSP - Service Desk - Administrator Guide

Help Topic Information •

Topic: Enter a unique name for the help topic

•

Status: Select whether the help topic should be available or not

•

Parent Topic: Select the parent help topic for this topic if required from the options.

New Ticket Options •

Custom Form: Select the form that should be displayed in the client portal while raising a ticket. To add new custom forms, refer to the section Forms for more details.

•

Auto-response: Determines whether an auto-response email should be sent to the user. The setting done here overrides the auto-responder settings for the selected Department and global Autoresponder settings.

Comodo One MSP - Service Desk - Administrator Guide Ticket Stages Ticket stages allow admins to set up a detailed ‘step-by-step’ process for dealing with requests on a particular topic. Each stage can be configured to route and prioritize the ticket at various phases of its life-cycle. Each stage allows admins to define the department, priority, SLA and person that the ticket should be assigned to. Administrators can also configure help topics so that a ticket can be closed with a single stage, to be backward compatible with previous versions. By default, each help topic will have at least one stage. The stage attributes allow administrators to:

•

Route ticket to departments like maintenance, sales or support

•

Change the priority to low, normal, high or critical.

•

Redefine SLA plan

•

Auto-Assign to staff members or agents

Clicking 'Add Stage', allows you to create a new stage for the help topic •

Stage name - Enter a name for the stage, shortly describing it

•

Department: Select the support department that the ticket will routed automatically if this help topic is chosen by the user.

•

Priority: Select the priority level for this help topic. The options available are Low, Normal, High and Emergency. Please note the priority level configured in Ticket Details will override this setting here.

•

SLA Plan: Select the SLA Plan for this topic. The setting done here will override the SLA Plan configured for the selected Department.

•

Auto-assign To: Select the admin/staff member or Team that the ticket opened under this topic should be automatically assigned. Please note the assignments configured in Ticket Details will override this setting here.

•

Admin Notes - Add any notes related to the help topic for internal purpose. This will not be visible in the client portal.

Click the 'Add Topic' button at the bottom of the screen for the settings done in the page to take effect.

To edit a help topic •

Click on the help topic name in the list.

The 'Update Help Topic' screen will be displayed.

Comodo One MSP - Service Desk - Administrator Guide

The update procedure is same as explained above while adding a new Help Topic.

To delete a help topic Select the check box beside the help topic that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

3.3.2

Ticket Filters

Ticket filters allow administrators to create rules which automatically route tickets opened by users or staff members to a Department or to an admin/staff member. The screen allows administrators to configure the filtering rules and actions to be taken for the filtered items. To open the 'Ticket Filter' screen, click 'Ticket Filters' from the 'Manage' tab in the Admin Panel.

The screen allows you to add new filters or edit existing filters.

Sorting the items â&#x20AC;˘

Clicking on a column header sorts the items in ascending/descending order.

Comodo One MSP - Service Desk - Administrator Guide Column Headers •

Name: The name of the filter

•

Status: Indicates whether the filter is enabled or disabled

•

Order: Indicates the order of priority that the filter will be executed.

•

Rules: Indicate the number of rules configured for the filter

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Target: Indicates the source of the ticket

•

Date Added: The date on which the filter was created

•

Last Updated: The date and time the filter was edited and updated

To make a ticket filter active/inactive, select the check box beside it and click the 'Enable' or 'Disable' button.

To add a new filter •

Click the 'Add New Filter 'link on the top right side of the screen

The 'Add New Filter' screen will be displayed.

Comodo One MSP - Service Desk - Administrator Guide

Filter Name, Execution Order and Status •

Filter Name: Enter a unique name for the filter

•

Execution Order: Enter the priority number for this filter, the lower the number the higher the priority. The filtering is executed based on the priority number regardless of other matching rules that follow, hence the priority order of the filter plays an important role in executing the filter. If you want to the filter to be applied last on a match, then select the 'Stop processing further on match!' check box.

•

Filter Status: Select whether you want the filter to be enabled or disabled.

•

Target Channel: Select the source of the ticket for which the filter should apply after a match.

Filter Rules Rules for the filter are defined in this section. If the filter search matches the rules defined here then the action for the filter defined in the next section will be applied.

Comodo One MSP - Service Desk - Administrator Guide •

Select the criteria from the first options box

•

Select the condition for the selected criteria from the second options box

•

In the text field, enter the text of the criteria depending on the condition selected from the second options box. For example, if you choose 'Equal', then enter the full text of the criteria.

•

Select the option 'Match All' for all the rules to be applied for the filter search

•

Select the option 'Match Any' if any of the rules to match the filter search

•

Click the 'One More Rule' link to add another filter rule

•

Click the 'Clear' link at the far end to remove the rules matching criteria and the conditions

Filter Actions •

Reject Ticket: If enabled, the other actions defined below for the filter will not be processed. However, the ticket will not be rejected but it will be assigned per other parameters defined for a new ticket.

•

Reply-To Email: If enabled, you can send a reply email using the email application's Reply To header. Please note this is applicable only if the source includes Email.

•

Ticket auto-response: If selected, auto-response mails will be disabled. The setting done here will override the setting done in Department and Autoresponder screens.

•

Canned Response: Select the Canned Response that will be sent to the user for the filter. Refer to the section Canned Responses for more details.

•

Department: Select the support department that the ticket will be routed automatically for the filter. Refer to the section Department for more details.

•

Priority: Select the priority level for this filter. The options available are Low, Normal, High and Emergency. Please note the priority level configured here will override the settings done in Department and Help Topic.

•

SLA Plan: Select the SLA Plan for this filter. Refer to the section Service Level Agreements for more details.

•

Auto-assign To: Select the admin/staff to whom the ticket that matches this filter should be automatically assigned.

•

Help Topic: Select the Help Topic that you want it to be applied for the ticket that matches this filter. Refer to the section Help Topic for more details.

Admin Notes Add any notes related to the ticket filter for internal purpose. •

Click the 'Add Filter' button at the bottom of the screen for the settings done in the page to take effect.

To edit a ticket filter •

Click on the ticket filter name in the list.

The 'Update Filter' screen will be displayed. The update procedure is same as explained above while adding a new Ticket Filter.

To delete a ticket filter Select the check box beside the ticket filter that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

3.3.3

Service Level Agreements (SLA)

Service Level Agreement (SLA) plans define the period before which a ticket should be attended and closed. Administrators can also configure warning level alerts if a SLA is breached. To open the 'SLA Plans' screen, click 'SLA Plans' from the 'Manage' tab in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide

Sorting the items •

Clicking on a column header to sorts the items in ascending/descending order.

Column Headers •

Name: The name of the SLA Plan

•

Status: Indicates whether the SLA Plan is enabled or disabled

•

Grace Period: Indicates the period allowed for the ticket issue to be resolved after which it will be marked as Overdue.

•

Date Added: The date on which the SLA Plan was created

•

Last Updated: The date and time the SLA Plan was edited and updated

To make a SLA Plan active/inactive, select the check box beside and click the 'Enable' or 'Disable' button.

To add a new SLA Plan •

Click the 'Add New SLA Plan' link on the top right side of the screen

The 'Add New SLA Plan' screen will be displayed.

Comodo One MSP - Service Desk - Administrator Guide

New SLA Plan •

Name: Enter a unique name for the SLA Plan

•

Grace Period: Enter the time in hours after which a ticket will be marked as overdue. Please note the period is counted from the ticket created time.

•

Status: Select whether the SLA Plan should be active or disabled

•

Transient: Select if the SLA Plan should be marked as Transient SLA. These transient SLA Plans are temporary and if the ticket is transferred to another Department or its Help Topic is changed, this plan will be overridden by nontransient SLA Plan of the Department or Help Topic.

•

Overdue and Warning Alerts: If enabled, overdue and warning alerts for the tickets that breached SLA Plan will not be generated.

•

Event: The options available are 'First Response' and 'Close'. If the former is selected, then an alert will be sent to admins/staff members if a ticket is not replied within the grace period. If 'Close' is selected, then an alert will be sent to admins/staff members if the ticket is not closed within the grace period.

•

Warning Level: Warning level settings generate alerts before the grace period ends. You can set as many alerts as required. To add a warning level, click the Add Warning Level link.

•

Enter the warning level and select the action to be taken in case the ticket is not closed before first warning

Comodo One MSP - Service Desk - Administrator Guide level period. For example, if the grace period for the SLA Plan is 8 hours and if the first warning level is configured as 25% and action as 'Trigger an email to queue/agent manager'. In case the ticket for which the SLA Plan is applicable is not closed before 2 hours, a warning alert email will be sent to the agent manager.

•

Click the 'Delete' link to remove a Warning Level

•

Breach Action: Select the action to be taken if the ticket is not closed before the grace period.

•

Hours of Operation: The options available are 'Full Support' and 'Business Hours'. If Full Support is chosen, then the support period is counted for full 24 hours per day. If 'Business Hours' is chosen, then the support period is chosen as per the business hours defined in Settings > System > Business hours section. For example, if in the SLA Plan the grace time is defined as 12 hours, the period will be calculated based on the business hours. Suppose if the business hours is fixed as 8 hours per day and if a ticket is raised on a Sunday, SLA will start count on Monday morning for 8 hours that day and then will continue to count on Tuesday morning. If the issue is not solved by Tuesday noon, then you will have a SLA breach.

Admin Notes Add any notes related to the SLA Plan for internal purpose. •

Click the 'Add Plan' button at the bottom of the screen for the settings done in the page to take effect.

To edit a SLA Plan •

Click on the SLA Plan name in the list.

The Update SLA Plan screen will be displayed. The update procedure is same as explained above while adding a new SLA Plan.

To delete a SLA Plan •

3.3.4

Select the check box beside the SLA Plan that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

API Keys

Comodo One (C1) contains several modules that help IT managers to keep their organization's computers running smoothly. Two of these modules, Remote Monitoring Management (RMM) and Patch Management, are capable of automatically sending reports (in the form of tickets) to Service Desk via API. API keys are used to authenticate the modules which submit tickets to Service Desk. To open the 'API Keys' screen, click 'API Keys' from the 'Manage' tab in the Admin Panel.

Comodo One MSP - Service Desk - Administrator Guide

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order.

Column Headers •

API Key: The generated API key for the entered IP

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IP Addr: IP address of the endpoint/network for which the API key was generated

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Status: Indicates whether the API key is active or disabled

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Date Added: The date on which the API key was generated

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Last Updated: The date and time the API key was edited and updated

To make a API key active/inactive, select the check box beside and click the 'Enable' or 'Disable' button.

To generate a new API key •

Click the 'Add New API Key' link on the top right side of the screen

The 'Add New API Key 'screen will be displayed.

Comodo One MSP - Service Desk - Administrator Guide

Add New API Key •

Status: Select whether the API key should be enabled or disabled

•

IP Address: Enter the IP address of client, for example 10.10.0.0. A single API key can also be shared for a group of clients by entering the '%' symbol at the end. For example entering 10.10.0.%, all clients in the subnet 10.10.0.0/24 share the same API key.

Services •

Can Create Tickets (XML/JSONE/EMAIL): If enabled, clients can create and submit tickets using the XML/JSONE scripts.

•

Can Execute Cron: If enabled, Service Desk allows to run external scheduler (Linux crontab) for various tasks. The external scheduler can be done only by system administrators at the time of Service Desk installation.

Admin Notes Add any notes related to the API Key for internal purpose. •

Click the 'Add Key' button at the bottom of the screen for the settings done in the page to take effect.

To edit a API Key •

Click on the API key in the list.

The Update API Key screen will be displayed. The update procedure is same as explained above while adding a new API Key.

To delete a API Key •

3.3.5

Select the check box beside the API Key that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

Web Pages

C1 Service Desk allow administrators to create content for client portal web pages. There are four types of pages predefined in Service Desk that the administrators can write content for. •

Landing Page: The client portal home page

Comodo One MSP - Service Desk - Administrator Guide •

Offline Page: The page that is displayed when the help desk is disabled

•

Thank You Page: The page that is displayed after a guest user submits a ticket

•

Other: The pages that can be used for providing general content for users or used for simple content management system

Administrators can create multiple pages, but only one of each category can be used at a time. This is configured in the Settings > Company Profile screen. To open the 'Site Pages' screen, click 'Pages' from the 'Manage' tab in the Admin Panel.

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order.

Column Headers •

Name: The name of the page entered during adding

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Type: Indicates the type of site page - Landing, Thank-You, Offline or Other.

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Status: Indicates whether the page is active or disabled

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Date Added: The date on which the page was added

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Last Updated: The date and time the page was edited and updated

To make a site page active/inactive, select the check box beside and click the 'Enable' or 'Disable' button.

To add a new site page •

Click the Add New Page link on the top right side of the screen

The' Add New Page' screen will be displayed:

Comodo One MSP - Service Desk - Administrator Guide

Page Information •

Name: Enter the unique name for the page

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Type: Select the page type from the options

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Status: Select whether the page should be enabled or disabled

Page Body Write the content for the selected page in the Rich text editor. Please note that the ticket variables are supported only in the Thank-you pages.

Admin Notes Add any notes related to the Site Page for internal purpose. •

Click the 'Add Page' button at the bottom of the screen for the settings done in the page to take effect.

To edit a site page •

Click on the site page in the list.

The Update Page screen will be displayed. The update procedure is same as explained above while adding a new Site Page.

To delete a site page •

Select the check box beside the page that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog. Please note that pages that are active and being used (displays as Active (in-use)) cannot be deleted.

Comodo One MSP - Service Desk - Administrator Guide 3.3.6

Forms

Service Desk has two kinds of forms that are used in various interfaces - Built-in Forms and Custom Forms. Built-in Forms can be edited to your needs and more fields can be added according to an organization's requirement. The builtin forms are available in the following categories: •

Company Information - Used in the Company Profile screen under the 'Settings' tab.

•

Organization Information - Used in the Staff Panel for 'Managing Organizations'

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Ticket Details - Displayed in the client portal while creating a ticket

•

Contact Information - Displayed in the client portal while creating a ticket.

Custom Forms can be created to collect the specific data required by your organization. To open the 'Custom Forms' screen, click 'Forms' from the 'Manage' tab in the Admin Panel.

Column Headers •

Built-in Forms: The default built-in forms that can be only edited

•

Custom Forms: Displays the list of custom forms that can be edited or removed

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Last Updated: The date and time the form was edited and updated

To add a new custom form •

Click the 'Add New Custom Form' link on the top right side of the screen

The' Add New Custom Form Section' screen will be displayed:

Comodo One MSP - Service Desk - Administrator Guide

New Custom Form •

Title: Enter the title of the form. This will be displayed as the section title of the form in the ticket.

•

Instructions: Enter the text to provide useful instructions for the user such as 'Please select the options' or Please fill the fields below'.

Form Fields •

Sort: Drag and drop to sort the field rows that will be displayed in the same order in the client portal for the ticket

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Field Label: Enter the name of the field label that will be displayed in the client portal for the ticket

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Type: Select the type of input expected from the user. The options available are short answer, long answer, date and time, phone number, checkbox, choices and section break. In addition, you can select from built-in lists and custom lists.

Comodo One MSP - Service Desk - Administrator Guide

Built-in lists cannot be edited but can be made public or kept internal. Lists can be customized and each item can be further defined. Refer to the section Custom Lists for more details. When the form is saved, the configuration option for each one of the form fields will be available.

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Clicking on the 'Config' button beside a form field will display the properties screen for the selected field. This property screen depends on the list options chosen. For example, the property screen for Date is shown below:

Comodo One MSP - Service Desk - Administrator Guide

The property options selected for the lists will be displayed in the client portal for tickets. •

Internal - Select this check box if the fields should be available only for tickets that are created internally. If left unchecked, the fields will be displayed in the client portal that is used for ticket creation by the users. An example is shown below:

•

Required: If selected, forms cannot be saved or submitted until valid data is entered/selected for the field.

•

Variable: Enter the variable name for the field data that can be used in email templates for sending automated messages. For example if you use the variable name 'model' for the Model Number field, then the variable %{model}

Comodo One MSP - Service Desk - Administrator Guide can be used in email templates for fetching the values entered in this field. Refer to the section 'Email Templates' for more details. •

Delete: To delete a field from the form, select the check box and click the 'Save Changes' button at the bottom to remove the selected form.

To edit a custom form •

Click on the name of the form in the list.

The 'Update Custom Form Page' screen will be displayed. The update procedure is same as explained above while adding a new Custom Form.

To delete a custom form •

Select the check box beside the custom form that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog. Please note that built-in forms cannot be deleted.

3.3.7

Custom Lists

For a single item to be displayed next to a field name, administrators can just select the options such as short answer, long answer, date and time, phone number, check box, choices and section break as explained the preceding section Forms from the forms screen itself. However, if you want to add a drop-down list for a field and define the list name then it can be done in the Custom Lists screen and imported into the Form. Custom Lists also allows to configure properties for each of the items included. To open the 'Custom Lists' screen, click 'Lists' from the 'Manage' tab in the Admin Panel.

Column Headers •

List Name: The name of the custom list entered during adding

•

Created: The date on which the custom list was added

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Last Updated: The date and time the list was edited and updated

To add a new custom list •

Click the 'Add New Custom List' link on the top right side of the screen

Comodo One MSP - Service Desk - Administrator Guide

The screen has three tabs that allows to define the name, number items to be added and define properties for each of the item. •

Definition - The name of the custom list

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Items - Add options that will be available for a form field

•

Properties - Define properties for each of the item

Definition •

Click the '+Definition' tab in the 'Custom List' screen.

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Name: Enter a name for the custom list

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Plural Name: Enter a unique name for this custom list, which will be listed in the Type options in the Forms screen under the Custom List category

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Sort Order: Select how the list items should be displayed, whether in Alphabetical, Reversed Alphabetical or sorted

Comodo One MSP - Service Desk - Administrator Guide Manually. The options selected here will be applied to the Items in the next tab. •

Internal Notes: Add notes for the list that are for internal purpose only.

Items •

Click the 'Items' tab in the Custom List screen.

•

In the fist column 'Value' enter the names of the items that will be listed under the options.

•

In the second column 'abbreviations and such' enter the abbreviations as the items will be included when the users start typing the name

•

Click 'Add List' button and the number of fields for including more items will be added

•

To disable a list item, select the check box under 'Disabled' column and click 'Add List' button.

•

To delete a list item, select the check box under 'Delete' column and click 'Add List' button.

The next step is to configure properties for each item, if required.

Properties •

Click the 'Properties' tab in the Custom List screen.

Comodo One MSP - Service Desk - Administrator Guide

•

Sort: Drag and drop to sort the field rows

•

Label: Enter the item name whose properties is to be configured

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Type: Select the type of input required from the user

•

Click the 'Add List button at the bottom.

A 'Config' button will be displayed next to the Type field.

Comodo One MSP - Service Desk - Administrator Guide

•

The property options selected for the list item will be displayed in the client portal for tickets. •

Variable: Enter the variable name for the field data that can be used in email templates for sending automated messages. For example if you use the variable name 'Laptop' for the Laptop Brand field, then the variable %{laptop} can be used in email templates for fetching the values entered in this field. Refer to the section 'Email Templates' for more details.

•

Delete: To delete a property for the list item, select the check box and click the 'Add List' button at the bottom to removed the selected form.

Click the 'Add List' button to save the custom list.

To edit a custom list •

Click on the name of the custom list in the screen

The 'Update Custom List Page' screen will be displayed. The update procedure is same as explained above while adding a new Custom List.

To delete a custom list Select the check box beside the custom list that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

Comodo One MSP - Service Desk - Administrator Guide 3.3.8

Viewing and Managing Global Rates for Assets

The 'Assets' list allows you to set the hourly charge-rate for items or services that are fixed by your support team. For example, you may create an asset type called 'Printers' and assign a rate $10.00 per hour. All tickets that relate to printer fixes can then be assigned (or tagged with) the 'Printer' asset and billed accordingly. Assets can be applied to tickets in the 'Edit Ticket' interface. The rates entered in the 'Global Rates' interface will apply to all organizations that do not have specific hourly rates set individually. Hourly rates per-organization can be set by clicking Staff Panel > Users > Organizations > Edit Organization and then clicking on the 'Assets rate' tab. Refer to the section Edit Organization for more details. â&#x20AC;˘

To open the 'Assets' screen, click 'Assets' under the 'Manage' tab in the Admin Panel.

The Assets screen displays the list of assets and allows you to specify the hourly charge rates for attending to them. The list is pre-configured and not editable from the Service Desk console. But assets can be added, removed and edited in a separate file that is accessible only by technicians at Comodo. Please contact Comodo support for updating the 'Asset' list for your account. â&#x20AC;˘

Update the Global Rates column for the required item(s) and click the 'Save Changes' button.

The changes will be saved and the rates will be applicable on a global basis for organizations that have no hourly rates fixed individually for them. Refer to the section Edit Organization for more details about fixing different hourly rates for the respective organizations.

3.3.9

Managing Materials and Expense Items

The 'Materials' option under 'Manage' is used to add and manage materials and expense items. These materials can then be added to tickets by staff members who can apply costs for each material used during the resolution of an issue. To open the 'Materials' screen, click 'Materials under 'Manage' tab in the Admin Panel.

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Comodo One MSP - Service Desk - Administrator Guide A list of existing materials is displayed along with the dates when the material was added and last updated. Administrators can add a new material by clicking 'Add New Material' on the top right corner of the screen.

To update a material, click its name in the list:

The 'Update Material' screen is displayed. The name of the material can be edited and saved in this way.

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3.4

Managing Emails

The Emails interface allows administrators to create new email addresses that can be used to send outgoing emails such new user welcome email and alert emails such as new message alert and more. The email addresses created here are available in the drop-down options in Settings > Email Settings and Options screen for you to select the default system and alert email addresses. The interface also allows to define email addresses from which emails will be automatically rejected. Administrators can add/modify email template set that contains email templates for various alerts, announcement notice and end-user tickets. Click the 'Emails' tab in the Admin Panel to open the interface:

Click the following links for more details on each category: •

Email Addresses

•

Banned Emails

•

Email Templates

•

Testing Outgoing Email Settings

3.4.1

Email Addresses

In addition to the different ways available for new ticket creation, users can also create tickets via email route. The email addresses that the users use for sending the ticket email is created in this screen. Organizations can configure their company's email address here so that all email requests can be converted to support tickets and automatically assigned to a particular department. The addresses created here will also be available in the drop-down options in Settings > Email Settings and Options screen for you to select the default system and alert email addresses that the mails will be sent. To open the 'Email Addresses' screen, click 'Emails' from the 'Email' tab in the Admin Panel:

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Comodo One MSP - Service Desk - Administrator Guide Sorting the items •

Clicking on a column header sorts the items in ascending/descending order

Column Headers •

Email: The name of the email entered during adding

•

Priority: Indicates the type of ticket priority selected for the email address

•

Department: Indicates the assigned department for the ticket created via this email address

•

Created: The date on which the email address was added

•

Last Updated: The date and time the email was edited and updated

To add a new email address •

Click the 'Add New Email' link on the top right side of the screen

The' Add New Email' screen will be displayed:

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Email Information & Settings •

Email Address: Enter the email address of the account that users will be creating tickets in C1 Service Desk

•

Email Name: Enter a unique name for the address which will be displayed beside the email address in the list

New Ticket Settings •

Department: Select the department to which the ticket will be automatically assigned. Refer to the section Departments for more details.

•

Priority: Select the priority for the ticket that is created via this email address

•

Help Topic: Select the help topic that should be associated for tickets created via this email address. Refer to the

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Comodo One MSP - Service Desk - Administrator Guide section Help Topics for more details. •

Auto-Response: If selected, auto-response mails will not be sent the users when a new ticket is created via this email address

Email Login Information •

Username: The username of the email address

•

Password: The password for the email account

The email account credentials will be used by the Service Desk to fetch emails from the given address for incoming mails from IMAP/POP and to send mails via SMTP.

Fetching Email via IMAP or POP •

Select whether the email address should be enabled or disabled and enter the MTA parameters in the respective fields for incoming emails

Sending Email via SMTP •

Select whether the email address should be enabled or disabled and enter the MTA parameters in the respective fields for outgoing mails.

Internal Notes Add any notes related to the email address for internal purpose. •

Click the 'Submit' button

If the status in the incoming and outgoing mail settings are enabled, then the Service Desk will check all the parameters and if found correct, the email address will be added to the list.

To edit an email address •

Click on the Email address in the list.

The 'Update Email' screen will be displayed. The update procedure is same as explained above while adding a new Email address.

To delete an email address •

Select the check box beside the email address that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

3.4.2

Banned Emails

Administrators can configure in the Service Desk to reject tickets that are created via emails. Any mails received from the banned email addresses will be automatically rejected by the Service Desk. Though the user can login to the client portal using the banned email address, he/she cannot create a ticket in the portal also. To open the 'Banned Email Addresses' screen, click 'Banlist' from the 'Email' tab in the Admin Panel:

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Comodo One MSP - Service Desk - Administrator Guide •

Clicking on a column header sorts the items in ascending/descending order.

Filters •

Enter the email address fully or partly in the Query field and click the 'Search button

•

To display the list fully, clear the text in the field and click the 'Search' button

Column Headers •

Email Address: The banned email address

•

Ban Status: Indicates whether the banned email address is active or disabled

•

Date Added: The date on which the email address was added to the banned list

•

Last Updated: The date and time the email address was edited and updated

To make a banned email address active/inactive, select the check box beside it and click the 'Enable' or 'Disable' button.

To add a new email address to ban list •

Click the 'Ban New Email' link on the top right side of the screen

The' Add New Email Address to Ban List' screen will be displayed:

Add Valid Email Address •

Ban Status: Select whether the banned email address should be active or disabled. If disabled, though the email address is added to the banned list, emails will be not be rejected.

•

Email Address: Enter the email address that should be added to the banned list

Internal Notes: Add any notes related to the banned email for internal purpose. •

Click the 'Add' button at the bottom of the screen

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Comodo One MSP - Service Desk - Administrator Guide To edit a banned email address •

Click on the banned email address in the list.

The 'Update Ban Rule' screen will be displayed. The update procedure is same as explained above while adding a new Site Page.

To delete a banned email address •

Select the check box beside the email address that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog. Please note that after the deletion, emails from the account can be sent to Service Desk.

3.4.3

Email Templates

C1 Service Desk allows administrators to edit the predefined email templates that are used for sending emails for various scenarios such as when a new announcement is ready, new message alerts to staff and more. The email templates created here will be available in the drop-down options in Settings > Email Settings and Options screen for you to select the default email template set. The email template has four categories of templates that can be edited: •

Scheduled Reports Templates: Alert emails that are sent to staff members who had created scheduled report

•

System Management Template: Emails that are sent to staff members on new announcements

•

Staff Ticket Templates: Alert emails that are sent to staff members when a predefined setting is triggered

•

End-User Ticket Templates: Emails that are sent to end-users for actions such as when a new ticket is created and more.

To open the 'Email Template Sets' screen, click 'Templates' from the 'Emails' tab in the Admin Panel.

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order

Column Headers •

Name: The name of the email template entered during adding

•

Status: Indicates whether the template is enabled or disabled for use

•

In-use: Indicates whether the template is being used as default template set in Settings > Email Settings and Options and Departments

•

Created: The date on which the email template was added

•

Last Updated: The date and time the email template was edited and updated

To add a new email template set •

Click the 'Add New Template Set' link on the top right side of the screen

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The 'Add New Template' screen will be displayed.

Template Information •

Name: Enter the name for the template

•

Status: Select whether the template should be made active or disabled

•

Template Set To Clone: Select the template set that the new template should clone.

•

Language: Select the language for the new stock email template set

Admin Notes: Add any notes related to the stock email template set for internal purpose. •

Click the 'Add Template' button at the bottom of the interface

The template will be added and you can edit the stock templates for each of the categories, Scheduled Reports Template, System Management Template, Staff Ticket Template and End-User Ticket Templates.

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Clicking on any of the template set will open the Email Subject and Body of the template for you edit. For example, the following screenshot shows the New Ticket Alert template under the Staff Ticket Template category:

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Comodo One MSP - Service Desk - Administrator Guide

You can select other email templates by clicking the Viewing drop-down button located on the right and clicking the GO button. Scheduled Reports Templates •

Scheduled Reports: Email template used for notifying staff members that had scheduled to generate reports. The mail will be sent to the recipients with the generated report.

System Management Template: •

Announcement Notice: Email template used for Announcements for notifying subscribers. The subscription can be enabled or disabled in Admin Panel > Staff Members > selected Staff Account under the Account Status & Settings section.

Staff Ticket Templates: •

Internal Note Alert: Email template of internal note alerts that are sent to selected staff members when a new internal note is added for a ticket. The alert can be enabled or disabled in Admin Panel > Alerts & Notices under the New Internal Note Alert section.

•

New Message Alert: Email template of new message alerts that are sent to staff members when a user replies to an existing ticket. The alert can be enabled or disabled in Admin Panel > Alerts & Notices under the New Message Alert section.

•

New Ticket Alert: Email template of new ticket alerts that are sent to staff members when a new ticket is created. The alert can be enabled or disabled in Admin Panel > Alerts & Notices under the New Ticket Alert section.

•

Overdue Ticket Alert: Email template of overdue ticket alerts that are sent to staff members when a ticket has become overdue. The alert can be enabled or disabled in Admin Panel > Alerts & Notices under the Overdue Ticket Alert section.

•

SLA Warning Ticket Alert: Email template of SLA warning ticket alerts that are sent to staff members when warning levels defined in Service Level Agreements (SLA) is triggered for a ticket.

•

Ticket Assignment Alert: Email template of ticket assignment alerts that are sent to staff members when a ticket is assigned to them. The alert can be enabled or disabled in Admin Panel > Alerts & Notices under the Ticket Assignment Alert section.

•

Ticket Transfer Alert: Email template of ticket transfer alerts that are sent to staff members when a ticket is transferred

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Comodo One MSP - Service Desk - Administrator Guide to them. The alert can be enabled or disabled in Admin Panel > Alerts & Notices under the Ticket Transfer Alert section. End-User Ticket Template: •

New Activity Notice: Email template of new activity notice alerts that are sent to users who are participating in particular ticket, that is, to users who are in CC.

•

New Message Auto-response: Email template of new message auto-response alerts that are sent to users for confirmation when a ticket new message is appended to an existing ticket by them.

•

New Ticket Auto-reply: Email template of new ticket auto-reply alerts with canned response that are sent to users based on ticket filter matches.

•

New Ticket Auto-response: Email template of new ticket auto-response alerts that are sent to users when a new ticket is created by them. The alert can be enabled or disabled in Admin Panel > Settings > Autoresponder.

•

New Ticket Notice: Email template of new ticket notice alerts that are sent to users when a new ticket is created by an admin/staff on behalf of users. The alert can be enabled or disabled in Admin Panel > Settings > Autoresponder.

•

Over Limit Notice: Email template of over limit notice alerts that are sent to users when users reached maximum allowed open tickets configured in Admin Panel > Settings > Tickets under Global Ticket Settings section. The alert can be enabled or disabled in Admin Panel > Settings > Autoresponder.

•

Response/Reply Template: Email template of ticket response/reply alerts with canned response that are sent to users.

Edit the email template as required and click the 'Save Changes' button at the bottom of the interface.

3.4.4

Testing Outgoing Email Settings

C1 Service Desk allows administrators to check whether the alerts and notices for various settings are sent successfully to users and staff members. The email delivery depends on the server settings and/or SMTP settings. The outgoing settings for an email address is configured in the Email Address section.

To check the settings for outgoing mails from Service Desk, click 'Diagnostic' from the 'Emails' tab in the Admin Panel. •

From: Select the outgoing email address from the drop-down option. The list displays the email addresses added in Emails section. Refer to the section Email Addresses for more details.

•

To: Enter the email addresses that you want to receive the email from the Service Desk for test purpose.

•

Subject: Enter the subject line for the test mail.

•

Message: Enter the message for email.

Click the end Message' button at the bottom of the interface. If the outgoing mail settings are configured correctly, then the mail will be delivered successfully. Refer to the section Email Addresses and Email Settings and Options for more details on configuring SMTP and Default MTA options. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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3.5

Managing Staff

Staff Members in C1 Service Desk are the support personnel (also known as Agents) that attend to the tickets created by users in the client portal. In addition to attending to tickets, staff members can also create new tickets on behalf of users. Staff members added to the Service Desk with admin rights can access both Admin Panel and Staff Panel. New staff members can be added from the Comodo One MSP interface. Refer to the section 'Managing Administrators' for more details. The 'Staff' interface in the interface allows administrators to update staff members' details, create new groups and departments. Administrators can also view the time sheets submitted by the staff members, evaluate their performances and accept or reject them with comments/notes. Click the 'Staff' tab in the 'Admin Panel' to open the interface:

Click on the following links for more details: •

Staff Members

•

Staff Groups

•

Departments

•

Time Sheets

3.5.1

Staff Members

The Staff Members interface allows administrators to update the details of staff members (a.k.a 'Agents' in Service Desk) and change the department they belong to. •

To open the 'Staff Members' interface, click the 'Staff' tab from the Admin Panel and choose 'Staff Members'

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Comodo One MSP - Service Desk - Administrator Guide Sorting the items •

Clicking on a column header sorts the items in ascending/descending order of entries in that column.

Filters •

Select a Department and/or Group from the drop-downs to filter the list.

•

To display all staff members, select 'All Departments' and 'All Groups' then click the 'Apply' button.

Column Headers •

Name: The name of the staff member that was entered in the First and Last Name fields while adding. Clicking on the name link will lead to Update Staff screen. Refer to the section To edit details of a staff member for more information.

•

User Name: The C1 Service Desk login username that was entered in the Username field while adding the staff member.

•

Status: Indicates whether the staff member is Active, that is able to access the Service Desk, or Locked. If a staff member is locked, he/she cannot access the Service Desk.

•

Group: Indicates to which group the staff member belongs. Clicking on a group name will lead to the Update Group screen. Refer to the section User Groups for details.

•

Department: Indicates to which department the staff member belongs. Clicking on a department name will lead to the Update Department screen. Refer to the section Departments for details.

•

Created: The date when the member was added to C1 Service Desk.

•

Last Login: The date and time when the member logged into the Service Desk.

To edit the details of a staff member •

Click on the staff member name in the list.

The 'Update Staff' screen will be displayed.

The Account Administrator can edit the name of the staff only from the Comodo One MSP interface. The Update Staff interface allows you to view the details, change the department to which the staff belongs and update the phone number details. The email address of the staff cannot be changed. Also, the signature of the staff can be added for appending to staff members' outgoing mails.

User Information: The user information area displays the username, name and email address of the staff member. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Group - Displays the department to which the staff member currently belongs to. To change the department, select the new department from the drop-down

•

Phone Number: Enter the contact phone number of the staff member

•

Mobile Number: Enter the mobile number of the staff member

Staff's Signature •

Enter the signature of the staff member that should be displayed in the ticket reply emails of the staff. The option to select the signature is available in the 'Staff Panel' in ticket related screens.

•

Click the 'Save Changes' button to update the staff member details.

3.5.2

Staff Groups

Service Desk allows you to form Staff Groups with different permission levels and to enroll staff members to respective groups as per the permissions to be assigned to them. The permission restrictions apply only to the staff members and do not apply to administrators. Groups can also be configured to provide access to departments other than a staff member's primary department. New staff members that are added through Comodo One MSP interface will be placed in the default group. The administrator can move the staff to required group through the Staff Members interafce. Refer to the explanation of editing a staff member in the previous section Staff Members for more details. •

To open the User Groups screen, click the 'Staff' tab from the Admin Panel and choose 'Groups'

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order of entries in that column.

Column Headers •

Group Name: The name of the group that was entered while adding it. Clicking on a group name will open the Update Group screen.

•

Status: Indicates whether the group is enabled or disabled.

•

Members: Displays the number of staff members assigned to the group. Clicking on a number in this column will open the Staff Members screen displaying members belonging to that group only.

•

Departments: Indicates the number of departments that the members of the group have access to.

•

Created On: The date on which the group was created

•

Last Updated: The date and time the group was edited and updated

To make a group active/inactive, select the check box beside and click the 'Enable' or 'Disable' button.

To add a new group •

Click the 'Add New Group' link on the top right side of the screen

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The ' Add New Group' screen will be displayed:

Group Information •

Name: Enter a name for the group.

•

Status: Select whether the members in this group should be active or locked. If disabled, the group members cannot login to Service Desk and will not receive department alert & notices.

Group Permissions •

Select the permissions required for the group from the permissions list.

Department Access

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Select the departments that the group members can access apart from the primary department that a member is assigned during adding.

Admin Notes •

Add any notes related to the group for internal purpose.

•

Click the 'Create Group' button at the bottom of the screen for the settings done in the page to take effect.

To edit a group •

Click on the group name in the list.

The Update Group screen will be displayed. The update procedure is same as explained above while adding a new group.

To delete a group •

Select the check box beside the group that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

3.5.3

Departments

Service Desk allows administrators to create departments to help route tickets to the correct staff member with minimal manual intervention. Service Desk ships with three default departments, 'Maintenance', 'Support' and 'Sales'. Additional departments can be created based on organizational requirements. For example, a department named 'Computer Maintenance' can be created and staff members with the required skill set can be assigned to that department. Help Topics and Ticket Filters can be configured to route new tickets to staff members in the appropriate department. One department is assigned as the default department. All new staff will be initially assigned to the default department. •

To open the 'Departments' interface, click 'Staff' tab from the Admin Panel and choose 'Departments'.

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order of entries in that column.

Column Headers •

Name: The name specified for the department when it was created.

•

Type: Indicates whether the department is 'Public' or 'Private'. Users who raise tickets can only view the department to which the ticket is assigned if the department is public.

•

Users: Displays the number of staff members that have access to the department. Clicking on a number in this column will open the Staff Members screen displaying members having access to that department.

•

Email Address: The outgoing email address configured for the department.

•

Dept. Manager: The name of the department manager. Clicking on the name will open the Update Staff screen under the Staff Members interface.

To make a department public/private, select the check box beside and click the 'Make Public' or 'Make Private' button. Please note that at least one department should be public, and the 'Default' Department in Admin Panel > Settings > System under the General Settings section will be a public department.

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Comodo One MSP - Service Desk - Administrator Guide To add a new department •

Click the 'Add New Department' link on the top right of the screen

The 'Add New Department' screen will be displayed:

Department Information •

Name: Enter the name for the department

•

Type: Select whether the department should made Public or Private. If Public is selected, then the user who raised a ticket can view to which department the ticket is assigned in the client portal. If Private is selected, the user cannot

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Comodo One MSP - Service Desk - Administrator Guide view to which department the ticket is assigned. In departmental email replies, the Department signature will not be displayed. •

SLA: Select the Service Level Agreement (SLA) for the tickets routed to this department.

•

Manager: Select a manager for this department from the list of staff members. Managers have the right to unassign tickets and can be configured to receive special alerts. Refer to the section Configuring Alerts and Notices for more details.

•

Quote: Choose whether the department should be allowed to generate quotes for billable products and services from the Service Desk console. If enabled, staff members attending to a ticket assigned to the department can initiate a quote from the 'Ticket Details' interface. Refer to the explanation of quote generation in the section Ticket Details for more details.

•

Ticket Assignment: If enabled, new tickets created can be assigned to staff members belonging to this department only and staff members of different groups having access to this department.

Outgoing Email Settings •

Outgoing Email: Select the outgoing email address that should be used for this department's replies to users in response to their tickets. Refer to the section Email Addresses for details about how to add/edit email addresses.

•

Template Set: Select the email template set that should be used for sending auto-responses and alerts & notices for tickets routed to this department. Refer to the section Email Templates for details about how to add/edit email templates.

Autoresponder Settings •

New Ticket: If selected, auto-response emails on creation of new tickets and routed to this department is not sent. This setting overrides the global settings configured in Autoresponder Settings screen.

•

New Message: If selected, auto-response emails to users to confirm newly posted messages for tickets in this department is not sent. This setting overrides the global settings configured in Autoresponder Settings screen.

•

Auto-Response Email: Select the auto-response email address that should be used for this department. Refer to the section Email Addresses about how to add/edit email addresses.

Alerts & Notices •

Recipients: Select the recipients from the drop-down options who should receive the configured alerts & notices on ticket events.

Group Access The section displays the list of staff groups and the number of members in each. Select the groups you want to allow access to tickets assigned to the department, and to participate in departmental activity.

Department Signature Enter the signature of the department that will be displayed in the ticket reply emails. The option to select this is available in the Staff Panel in ticket related screens. • Click the 'Create Dept' button at the bottom of the screen for the settings done in the page to take effect.

To edit a department details •

Click on the department name in the list.

The Update Department screen will be displayed. The update procedure is same as explained above while adding a new department.

To delete a department •

3.5.4

Select the check box beside the department that you want to delete from the list and click the 'Delete Dept(S)' button at the bottom of the screen and confirm the deletion in the Confirmation dialog. Please note that the default department this is Public cannot be deleted.

Time Sheets

Comodo Service Desk allows Staff Members to create and update daily time sheets which provide detailed feedback about time spent on tickets and other tasks. Administrators can track staff working hours from the time sheets and approve or reject them. Approved sheets are saved for future reference, while rejected time sheets can be updated and re-submitted by staff members. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide Note - staff members can create and submit time sheets in the 'My Time Sheets' interface in the 'Staff' control panel (see section Managing Staff Time Sheets for help with this). The 'Time Sheets' interface allows administrators to review time sheets submitted by staff members and accept or reject them. •

To open the Time Sheets interface, click the 'Staff' tab from the Admin Panel and choose 'Time Sheets'

The category options below the tab structure allow you to view the time sheets with different statuses. •

Awaiting Approval - Displays time sheets that were submitted but have yet to be analyzed and approved/rejected.

•

Rejected - Displays time sheets that were rejected by administrators. The rejected sheets can be edited by the staff and re-submitted for approval.

•

Approved - Displays time sheets that have been approved by administrators. Clicking on a time sheet allows you to view notes from the administrator and the details in the sheet. Approved sheets cannot be deleted.

Column Headers The column headers are the same for the lists of all categories are same. •

Period - Displays the date range of the time period covered by the time sheet. Clicking on the date range opens the sheet and allows you to view the entries for analysis.

•

Hours - Displays the total hours spent by the staff member on the tickets and other tasks, within the time period.

•

Staff - Indicates the staff to whom the time sheet belongs.

Sorting Options: •

Clicking on a column header sorts the items in ascending/descending order of the entries in that column

Search Options: You can search for time sheets that fall within a specified date range and belonging to a particular staff member, under the chosen category. •

To search for time sheets within a specified date range, enter the 'From' and 'To' dates using the calendar icons beside the respective fields

•

Select the Staff member from the 'Staff' drop-down whose time sheets you wish to view. Choosing 'All' will display all time sheets that cover time period between the date range between 'From' and 'To' dates.

•

Click the 'Search' button

•

To clear the results and display all items, clear the 'From' and 'To' fields, choose 'All' from the 'Staff' drop-down and click the 'Search' button again or simply click the respective category link.

To view, approve or reject a time sheet •

Click on the period of the time sheet to be viewed.

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The 'View Time Sheet' screen will appear with the details of tickets attended by the staff and miscellaneous jobs attended by the staff member with spent on them on each day, within the period covered by the sheet. By default, the first week of the period will be displayed. You can navigate through successive weeks using the Previous Week and Next Week links at the top right. You can evaluate the performance of the staff using various factors like time spent on the tickets, total working hours on each day and so on. •

To approve the time sheet, click the 'Approve' button

•

To Reject the time sheet, click the 'Reject' button

The sheet will be moved under respective category. Alternatively, you can approve more than one sheet at once from the Time Sheets interface. •

To accept several sheets at once, select the sheets from the 'Time Sheets' interface and click 'Approve'

•

To reject several sheets at once, select the sheets from the 'Time Sheets' interface and click 'Reject'

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3.6

Managing Announcements

The 'Announcement' screen allows administrators to send email notifications containing important information to all staff members. Announcements can be about items such as changes to work flows, upcoming server maintenance, reminders to close tickets within the stipulated time, and so on. •

To open the Announcement screen, click the 'Announcement' tab from the Admin Panel

Column Headers •

Title: The subject of the announcement.

•

Status: Indicates whether the announcement is sent, ready to be sent, saved as a draft or in the process of being sent.

•

Date Added: The date when the announcement was added to C1 Service Desk.

•

Last Updated: The date and time when the announcement was added/edited.

To add a new announcement •

Click 'Add New Announcement' at the top right side of the screen

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The' Add New Announcement' screen will be displayed: •

Title: Enter the title for the announcement

•

Status: Select the status of the announcement. The options available are:

•

Draft: Announcements that are incomplete and can be saved as draft. These cannot be sent to staff members.

•

Ready for sent: Announcements that are ready for sending to staff members.

Content: Enter the message you wish to send to staff members.

Clicking the 'Reset' button clears the 'Title' and 'Content' fields. Click the 'Add Announcement' button to add the announcement in the list. •

To send the announcements to the staff members, click 'Deliver <<Ready for sent>'.

A confirmation screen will be displayed:

•

Click 'Yes, Do it' to send the announcement(s). The Status column for the announcement(s) will show 'In Progress' then 'Sent' when complete.

To edit an announcement •

Click on the announcement name in the list.

The 'Add new announcement' screen will be displayed. Edit the announcement title and/or content and click the 'Update Announcement' button. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide To delete an announcement •

Select the check box beside the announcement that you want to delete from the list and click the 'Delete' button at the bottom of the screen and confirm the deletion in the Confirmation dialog.

3.7

Generating Reports

The C1 Service Desk is capable of generating comprehensive and highly informative reports for all ticket activities, including billing reports for organizations, department reports, time log reports, asset reports, agents (admins/staff members) and users' reports. You can also schedule periodical report generation and configure recipients to whom the reports should be sent. •

To open the 'Reports' screen, click the 'Reports' tab in the Admin Panel

By default, the Time Log report type screen will be displayed.

Report Types •

Time Log: Information on ticket activities such as ticket ID, to which department it was assigned, help topic chosen, name of the assigned staff, asset type and the status of the ticket.

•

Cost: Information about billable time for each organization including asset per hour rate, ticket ID and monthly fee charged for organizations.

•

Tickets: Complete information on ticket activities such as created time, billable time, time spent on a ticket by an admin/staff member and so on.

•

Assets: Information on asset category selected for tickets and its statuses such as the number of tickets that are open, closed, assigned and overdue.

•

Departments: Department wise ticket information such as number of tickets that are open, closed, assigned and overdue.

•

Agents: Agent (admin/staff member) wise ticket information such as number of tickets assigned to them, closed, overdue, paused and open.

•

Users: User wise ticket information such as number of tickets raised by them, tickets that are open, overdue, closed, assigned and paused.

Refer to the section 'Scheduling Periodical Report Generation' to know how to configure and schedule periodical report generation.

3.7.1

Time Log Reports

'Time Log' reports provide information on ticket activities during selected periods. The report includes the date and time of ticket creation, ticket ID, to which the department and staff the ticket was assigned, the asset category and the status of the ticket. Reports can be exported to PDF and CSV formats. •

To open the 'Time Log' report screen, click the 'Reports' tab from the 'Admin Panel' and choose 'Time Log'

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The default time period for reports is from the first day of the current month to the current date. You can select a different period by selecting or entering the dates in the 'From' and 'To' date range fields. The drop down filters allow you to filter reports by department/Queue, help topic, staff and asset. You can clear a filter by leaving choosing the default 'Select...' option in the drop down. You can also schedule periodical report generation and configure the recipients to whom it should be sent.

Filter Options

•

Period From: Select the start date of the report period.

•

To: Select the end date of the report period.

•

Department: Filter the report by department. Leave as 'Select Department' to include tickets assigned to all departments.

•

Help Topic: Filter the report by topic. Leave as 'Select Topic' to include tickets related all topics in the report.

•

Agent: Filter the report by staff member. Leave as 'Select Agent' to include tickets related to all staff in the report.

•

Asset: Filter the report by asset category. Leave as 'Select Asset' to include tickets related to all assets.

Click the 'Go!' button to generate the report for the selected period and filters.

If no filters are selected, the full report for all ticket activities within the period will be generated and displayed.

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Sorting the items •

Clicking on a column header sorts the items in ascending/descending order.

Column Headers •

Time: The date and time of the ticket activity.

•

Ticket ID: The identification number assigned to the ticket.

•

Department: The name of the department to which the ticket was assigned.

•

Topic: The name of the help topic that was selected while creating the ticket.

•

Agent: The name of the staff member to whom the ticket was assigned.

•

Asset: The asset category selected while creating the ticket.

•

State: The activity on the ticket. The activities that are recorded are: •

Created - The ticket was created.

•

Assigned - The ticket was assigned to a staff.

•

Paused - The ticket was paused.

•

Resumed - The ticket activity was resumed.

•

Closed - The ticket was closed.

•

Reopened - The ticket was reopened.

•

Overdue - The ticket was not closed within the stipulated time.

•

Warning - Warnings flagged for the ticket per the SLA plan.

•

Transferred - The ticket was transferred to another staff member.

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Comodo One MSP - Service Desk - Administrator Guide Downloading the Report You can download the report in PDF as well as in CSV formats. Click the links 'Export to PDF' and/or 'Export to CSV' at the bottom or top the table to download the report.

Scheduled Reports You can schedule the periodical report generation and configure the staff/agents to whom the reports should be sent. Click the icon beside 'Scheduled Reports' to start the process. Refer to the section 'Scheduling Periodical Report Generation' for more details.

3.7.2

Cost Reports

The 'Cost' report allows administrators to view billing details for closed tickets for different organizations. This includes the monthly fee, billable time spent on tickets raised for the organization, and cost of materials used/expenses incurred while resolving issues mentioned in the tickets. The cost report can be generated for all organizations enrolled in the Service Desk or for an individual organization. Reports can be exported to PDF and CSV formats. •

To open the 'Cost' report screen, click the 'Reports' tab from the 'Admin Panel' and choose 'Cost'.

By default, the period for the report will be from the first day of the current month to the current date. You can choose a different period by modifying the dates in the 'From' and 'To' fields and can filter reports by organization. If you click the 'GO' button without filtering by organization, then the cost report will be generated for all organizations. You can also schedule periodical report generation and configure the recipients to whom it should be sent.

Filter Options

•

Period From: Select/enter the start date of the report period.

•

To: Select/enter the end date of the report period.

•

Organization: You can select the organization for which the report has to be generated. To include all organizations enrolled on your account, leave as 'Select Organization'.

Click the 'Go!' button to generate the report for the selected period and filter.

If organization filter is not selected, then the full cost report for all organizations will be generated and displayed.

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Sorting the items •

Clicking on the 'Organization' column header sorts the organizations in ascending/descending order.

Column Headers •

Organization: The name of the organization.

•

Month Fee: The monthly fee fixed for the organization.

•

Tickets #: The identification number (ID) of the ticket(s) from the organization that were billed.

•

Assets: The name of the asset that was attended as per the ticket.

•

Asset Hour Rate ($/h): The per hour charge-rate set for the asset category.

•

Billable Time: Time spent on resolving the issue by staff members and billable for the closed ticket.

•

Materials: Total cost of materials used/expenses incurred for resolving the issue(s) as mentioned in the ticket.

•

Sum($): Displays the amount chargeable for each ticket and the total amount for the organization.

Downloading the Report You can download the report in PDF as well as in CSV formats. Click the links 'Export to PDF' and/or 'Export to CSV' at the bottom or top the table to download the report.

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Tickets Reports

The 'Tickets' report provides comprehensive information on all ticket activities for the selected period. The information includes the date and time of ticket creation, ticket ID, user name and email address of the user, the name of the staff to whom it was assigned and more. Reports can be exported to PDF and CSV formats. •

To open the 'Tickets' report screen, click the 'Reports' tab from the 'Admin Panel' an choose 'Tickets'.

By default, the period for the report will be from the first day of the present month to the current date. You can select a different period by selecting or entering the dates in the 'From' and 'To' date range fields. You can also filter reports by staff, asset, priority and more. If you click the 'Go!' button without using the filter options, then the report will be generated for the selected period for all the ticket activities in Service Desk.

Filter Options

•

Period From: Select/enter the start date of the report period.

•

To: Select/enter the end date of the report period.

•

User email: Filter the report by user. Select/enter the user's email address in the field or leave the field blank to include tickets for all users.

•

Source: Filter the report by ticket source. Leave as 'Select Source' to include tickets from all sources in the report.

•

Status: Filter the report by status. Leave as 'Select Status' to include tickets for all statuses in the report.

•

Asset: Filter the report by asset. Leave as 'Select Asset' to include tickets for all assets in the report.

•

Agent: Filter the report by staff/agent. Leave as 'Select Agent' to include tickets for all agents in the report.

•

Priority: Filter the report by ticket priority. Leave as 'Select Priority' to include tickets for all priorities in the report.

•

Overdue: Filter the report by overdue status. Leave as 'All' to include tickets for all overdue statuses in the report.

•

Department: Filter the report by department. Leave as 'Select Department' to include tickets assigned to all departments.

•

SLA: Filter the report by SLA plan. Leave as 'All' to include tickets for all SLA plans in the report.

•

Organization: Filter the report by organization. Leave as 'Select Organization' to include tickets for all organizations in the account.

•

Issue Summary: Filter the report by issue summary. Enter the issue summary partly or in full. Leave the field blank to include tickets for all issue summaries.

Click the 'Go!' button to generate the report for the selected period and filters. If no filters are selected, then the full report for all ticket activities will be generated and displayed.

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Sorting the items •

Clicking on a column header sorts the items in ascending/descending order.

Column Headers •

Number: The identification number (ID) of the ticket.

•

Issue Summary: The summary of the issue as entered during its creation.

•

Status: The current status of the ticket, whether open or closed.

•

Source: The source through which the ticket was created.

•

User: The name of the user with email ID, who created the ticket or on behalf of whom, the ticket as created by a staff member.

•

Agent: The name of the staff member that was assigned the ticket.

•

Overdue: Indicates whether the ticket is open beyond the stipulated closing time.

•

Asset: The asset category selected for the ticket.

•

Priority: Indicates the priority of the ticket.

•

Organization: The name of the organization for which the ticket was raised.

•

Dept: The name of the department to which ticket was assigned.

•

SLA: The SLA plan selected for the ticket.

•

Created: The date and time the ticket was created.

•

Closed: The date and time the ticket was closed.

•

Billable Time: The billable time spent on resolving the issues(s) mentioned in the ticket by staff member.

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Spent Time: Actual time spent for resolving the ticket.

Downloading the Report You can download the report in PDF as well as in CSV formats. Click the links 'Export to PDF' and/or 'Export to CSV' at the bottom or top the table to download the report.

3.7.4

Assets Reports

The 'Assets' report displays the number of tickets that are open, closed, assigned and overdue for an asset category. This can help administrators analyze which asset categories are demanded more often and provide insight into where support infrastructure could be strengthened. The 'Asset' report can be generated for all asset categories or for a single asset category. Reports can be exported to PDF and CSV formats. •

To open the 'Assets' report screen, click the 'Reports' tab from the 'Admin Panel' and choose 'Assets'

By default, the period for the report will be from first day of the present month to the current date. You can select a different period by selecting or entering the dates in the 'From' and 'To' date range fields. You can also use the filter option to generate the report asset category wise. If you click the 'Go!' button without using the asset filter option, then the 'Assets' report will be generated for all the asset categories. You can also schedule periodical report generation and configure the recipients to whom it should be sent.

Filter Options

•

Period From: Select/enter the start date of the report period.

•

To: Select/enter the end date of the report period.

•

Asset: Choose the asset category for which the report has to be generated. Leave as 'Select Asset' to include all asset categories in the report.

Click the 'Go!' button to generate the report for the selected period and filter.

If an asset is not selected, then the full report for all asset categories will be generated for the time period and displayed.

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Sorting the items •

Clicking on the 'Asset' column header sorts the asset categories in ascending/descending order.

Column Headers •

Asset: The name of the asset category.

•

Open: Number of tickets that are open for the asset category.

•

Closed: Number of tickets that are closed for the asset category.

•

Assigned: Number of tickets that are assigned the asset category.

•

Overdue: Number of tickets that are assigned the asset category and not closed within the stipulated time.

•

All tickets: Total number of tickets that are assigned the asset category, that is, the sum of open and closed tickets for it.

Downloading the Report You can download the report in PDF as well as in CSV formats. Click the links 'Export to PDF' and/or 'Export to CSV' at the bottom or top the table to download the report.

3.7.5

Department Ticket Reports

The 'Departments' report provides a summary of numbers of tickets in different statuses at department level. This includes the number of open and closed tickets per department, the number of those tickets that have been assigned to staff members and the number of overdue tickets. Administrators can identify which departments are in greatest demand, which departments may be falling behind and can provide insight into where support infrastructure could be strengthened, from these reports. The 'Departments' report can be generated for all departments or for a single department. The generated report can also be saved as PDF and CSV formats. •

To open the 'Departments' report screen, click the 'Reports' tab from the Admin Panel and choose 'Departments'

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By default, the period for the report will be from first day of the present month to the current date. You can select a different period by selecting or entering the dates in the 'From' and 'To' date range fields. You can generate reports for specific departments by using the 'Department' drop-down filter. If you click the 'Go!' button without using the department filter option, then the 'Department' report will be generated for all the departments. You can also schedule periodical report generation and configure the recipients to whom it should be sent.

Filter Options

•

Period From: Select the start date of the report period.

•

To: Select the end date of the report period.

•

Department: Choose the department for which the report has to be generated. Leave as 'Select Department' to include tickets assigned to all departments in the report.

Click the 'Go!' button to generate the report for the selected period and filter.

If a department is not selected, then the full report for all departments will be generated for the selected period and displayed.

Sorting the items •

Clicking on the 'Department' column header sorts the items in ascending/descending order of department names.

Column Headers •

Department: The name of the department.

•

Open: Number of tickets assigned to the department and in open status.

•

Closed: Number of tickets assigned to the department and have been closed.

•

Assigned: Total number of tickets are assigned to the department.

•

Overdue: Number of tickets assigned to the department and not closed within the stipulated time.

•

All tickets: Total number of tickets that are assigned to the department (sum of open and closed tickets).

Downloading the Report You can download the report in PDF as well as in CSV formats. Click the links 'Export to PDF' and/or 'Export to CSV' at the bottom or top the table to download the report. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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3.7.6

Agent Reports

The 'Agents' report provides information on the numbers of tickets that are open, closed, assigned, paused and overdue for a selected staff member. The 'Agents' report can be generated for all staff members or for a single member. Reports can be exported to PDF and CSV formats. •

To open the 'Agents' report screen, click the 'Reports' tab in the Admin Panel and click 'Agents'

The default time period for reports is from the first day of the current month to today's date. You can select a different period by selecting or entering the dates in the 'From' and 'To' date range fields. You can also use the filter option to generate reports on individual staff. If you click the 'Go!' button without using the agent filter option, then the 'Agent' report will be generated for all the staff members. You can also schedule periodical report generation and configure the recipients to whom it should be sent.

Filter Options

•

Period From: Select the start date of the report period.

•

To: Select the end date of the report period.

•

Agent: Choose the staff member for whom the report has to be generated. Leave as 'Select Agent' to generate report for all staff members.

Click the 'Go!' button to generate the report for the selected period and filter.

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Sorting the items •

Clicking on the 'Agent' column header sorts the items in ascending/descending order of the agents' names.

Column Headers •

Agent: The name of the staff member.

•

Open: Number of tickets assigned to a staff member and in open state.

•

Closed: Number of tickets assigned to the staff member that have been closed.

•

Assigned: Total number of tickets assigned to the staff member.

•

Overdue: Number of tickets assigned to the staff member and not closed within the stipulated time.

•

Paused: Number of tickets paused temporarily by the staff member.

•

All tickets: Total number of tickets assigned to the staff member (sum of open and closed tickets).

Downloading the Report You can download the report in PDF as well as in CSV formats. Click the links 'Export to PDF' and/or 'Export to CSV' at the bottom or top the table to download the report.

3.7.7

Users Reports

The 'Users' report provides information on the numbers of tickets that are open, closed, assigned, paused and overdue, created by/created on behalf of registered and guest users. The 'Users' report can be generated for all users or for a single user. Reports can be exported to PDF and CSV formats. •

To open the 'Users' report screen, click the 'Reports' tab from the 'Admin Panel' and choose 'Users'

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The default time period for reports is from the first day of the present month to current date. You can select a different period by selecting or entering the dates in the 'From' and 'To' date range fields. You can also use the filter option to generate reports for specific users. If you click the 'Go!' button without using the user filter option, then the 'User' report will be generated for all the users. You can also schedule periodical report generation and configure the recipients to whom it should be sent.

Filter Options

•

Period From: Select/enter the start date of the report period.

•

To: Select/enter the end date of the report period.

•

User: Choose the user for whom the report has t be generated. Leave as 'Select User' to generate report for all the users.

Click the 'Go!' button to generate the report for the selected period and filter.

If the user filter drop-down is left at 'Select User', then all users will included in the report.

Sorting the items •

Clicking on the 'User' column header sorts the items in ascending or descending order of names of users .

Column Headers •

User: The name of the registered or guest user.

•

Open: Number of tickets created by the user and yet to be resolved.

•

Overdue: Number of tickets created by/for the user that have not been closed within the stipulated time.

•

Closed: Number of tickets that are created by/for the user and closed by the assigned staff member.

•

Assigned: Total number of tickets created by/for the user that are assigned to a staff member.

•

Paused: Number of tickets that are paused temporarily by the assigned staff member.

•

All tickets: Total number of tickets that were created by/for the user (sum of open and closed tickets).

Downloading the Report You can download the report in PDF as well as in CSV formats. Click the links 'Export to PDF' and/or 'Export to CSV' at the Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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You can schedule the periodical report generation and configure the staff/agents to whom the reports should be sent. Click the icon beside 'Scheduled Reports' to start the process. Refer to the section 'Scheduling Periodical Report Generation' for more details.

3.7.8

Scheduling Periodical Report Generation

Administrators can configure in 'Service Desk' to automatically generate and send reports periodically to specified agents/staff members. The reports that can be scheduled for generation and sending include Time Log, Cost, Tickets, Assets, Departments, Agent and Users. The scheduled report generation process explained below is applicable for all the reports except the filters for each of the report may vary. To schedule report generation •

Click the 'Reports' tab in the Admin panel

•

Click the report that you want to schedule

The example shown below is for 'Tickets' report.

•

Click the

icon beside 'Scheduled Reports

The filter parameters for the selected report will be displayed. Please note the filter parameters will vary depending on the type of report selected.

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•

Select and/or enter the filter parameters for which you want to generate a report. For more details about filter parameters of each type of report refer to the respective report section in Generating Reports.

•

Leave the filter values to default statuses to generate a full report without any filtering.

•

Click the 'Next' button.

The screen to configure report sending time, report frequency, the report period and the report recipients will be displayed.

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•

Time - Enter the time at which the report has to be generated and sent, on the days as per the frequency selected in the next option.

•

Frequency - Select the report generation and sending time. The options available are:

•

Every day - The report will be sent daily

•

Every week - The days of week will be displayed. Select the day(s) on which the report should be sent.

•

Every month - The month dates will be displayed. Select the day(s) on which the report should be sent.

Period - The report generation period. The options available from the drop-down are: •

Day Before - Report for the previous day of the report generation day

•

Week Before - Report for the previous week of the report generation day

•

Month Before - Report for the previous month of the report generation day

Recipients - Click the field and select the staff/agents from the list to whom the report should be sent as scheduled.

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•

Click the 'Save' button

The report generation schedule will be saved and displayed at the bottom of report screen.

The scheduled reports will be sent periodically to the configured recipients per the selected frequency. •

To edit a scheduled report, click the edit icon beside the schedule. The filter parameters screen will be displayed. Follow the same add procedure as explained above to edit the schedule.

•

To delete a schedule, click the delete icon

beside the schedule.

A confirmation dialog will appear.

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â&#x20AC;˘

Click 'OK' to confirm the deletion.

Service Desk Staff Panel

The Staff Panel allows support agents to manage assigned tickets, create new users, edit organizations, manage knowledgebase items manage projects and update their time sheets. Agents are enrolled into Service Desk by account administrators and their privileges depend on the group permissions configured for the group through the Admin Panel. Agents that are granted admin permissions can also access the Admin Panel. Note: The restriction for staff members without admin rights from accessing the admin panel is not implemented in this version. The restriction will come to force in the next version.

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Once logged-in, a staff member can navigate to different areas of the console by clicking the tabs at the top of the interface. The tool tip available in most of the features provides guidance about using them. Comodo One MSP - Service Desk - Administrator Guide | ÂŠ 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide Main Functional Areas •

Dashboard - Allows a staff member to view a graphical summary of ticket activity, such as assigned and closed tickets. The dashboard provides statistics of tickets by department, help topic, staff member, source and priority. Refer to the section Staff Panel Dashboard for more details.

•

Users - Enables a staff member to add/import users and edit organizations. The section also allows staff members to assign users to organizations so as to keep track of billing details. Refer to the section Managing Users and Organizations for more details.

•

Tickets - Allows staff to manage tickets created by users as well as by staff members on behalf of users. Open tickets that are unassigned can be claimed by staff members depending on the allowed settings. The section also provides ticket details such as tickets that are open, closed, overdue and paused. Refer to the section Managing Tickets for more details.

•

Knowledgebase - Allows staff members to create FAQs that can be configured to be displayed on the users' web portal on selection of a help topic. The section also allows staff to add canned responses that can be used by staff members when responding to a ticket. Refer to the section Managing Knowledgebase for more details.

•

Projects - Allows staff members to create projects by integrating tasks and tickets in hierarchical structure and manage their progress. Refer to the section Managing Projects for more details.

•

My Time Sheets - Allows staff members to create and update their time sheets for different time periods and submit them to administrators for approval. The time sheets allows administrators to evaluate the performance of the staff members and track their working hours. Refer to the section for Managing Staff Time Sheets more details.

Selected interfaces display a tool tip button beside the features. Clicking on this button will display the summarized help content regarding the feature. To close the help screen, click the button at the top right. To toggle between the Admin Panel and Staff Panel, click the Panel button located at the top of the interface. This will work only for staff members that are allowed admin rights.

4.1

Staff Panel Dashboard

The Staff Panel dashboard contains three tabs: •

Dashboard - Provides a graphical summary of ticket activities and related statistics.

•

Staff Directory - Displays the names of staff enrolled into Service Desk.

•

My Profile - Allows the currently logged-in staff member to configure settings such as time zone, preferred language and more.

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The following section explain more about: â&#x20AC;˘

Viewing the Dashboard and Exporting Reports

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Viewing Staff Members

•

My Profile

4.1.1

Viewing the Dashboard and Exporting Reports

The Staff Dashboard displays a graphical summary of current tickets and queue statuses for all clients. Staff members can specify the start time and the period for which the graph and statistics should be displayed. •

To view the Staff Dashboard, click the 'Dashboard' tab in the Staff Panel.

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Ticket Activity

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Comodo One MSP - Service Desk - Administrator Guide The top portion of this section displays the total quantity of open tickets in pie chart and lists how many are due on that day, the next day and the next seven days. The section below it displays a graphical summary of all ticket statuses such as created, closed and more.

On the right side the number of the tickets that are due for closure today, tomorrow and within the next seven days are displayed.

By default, the graph displays the details for the last one month and results grouped by Day. To view the statuses for a different period, select the start day from the period calendar and select the end date from the drop-down options. Next select how the results graph should be grouped from the 'group by' options. Please note the grouping should be always less than the period selected. The legends in the graph provide the statuses of the tickets, such as how many are created, closed, reopened and so on. Hovering the mouse over a graph line displays the number of tickets for that particular item.

Statistics The section displays the statuses of tickets item wise, that is department, topics, staff, source and priority for the selected period. Comodo One MSP - Service Desk - Administrator Guide | ÂŠ 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide 4.1.2

Viewing Staff Members

The Staff Members screen displays the name, department and contact details of staff enrolled in Service Desk. •

To view the staff members screen, click the 'Dashboard' tab from the 'Staff Panel' and choose 'Staff Directory'

By default, staff members will be listed in alphabetical order according to name.

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order.

Column Headers •

Name: The name of the staff member.

•

Department: The department to which the staff member is assigned.

•

Group: The staff group to which the staff is a member of.

•

Email Address: Email address of the staff member entered at the time of enrollment.

•

Phone Number: Fixed line number of the staff member.

•

Phone Ext: Phone extension number of the staff member.

•

Mobile Number: Mobile contact number of the staff member.

Staff details are as per the information entered during staff enrollment. You can add phone numbers and create an outgoing email signature for a member in the 'Staff Panel' interface. Refer to the section Staff Members for more details.

4.1.3

My Profile

My Account Profile screen allows staff members to edit/update their profile settings such as phone numbers, language, time zone and more. •

To open the 'My Account Profile' screen, click the 'Dashboard' tab from the 'Staff Panel' and choose 'My Profile'

Tip: Staff members that have admin privileges can click the 'My Preferences' link at the top right of the interface to open the 'My Account Profile' screen.

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Contact Information •

Username: The login username of the staff member. Cannot be edited

•

Person Name: Full name of the staff member. Cannot be edited

•

Email Address: The email address of the staff member. Cannot be edited

•

Phone Number: Contact desk phone number of the staff member

•

Mobile Number: Mobile phone number of the staff member

Preferences •

Time Zone: The time zone of the staff member's location. The staff can choose their time zone. The details and notifications on the Service Desk console will be displayed to the staff with their local time chosen.

•

Preferred Language: Select the preferred language from the drop-down.

•

Daylight Saving: Select this to enable daylight saving, if applicable for the staff member's time zone, automatically

•

Maximum Page Size: Number of entries to be displayed per page such as tickets page. If system default is selected, then the settings done in Admin Panel > Settings >System will take effect. Refer to the section C1 Service Desk System Settings section for more details.

•

Auto Refresh Rate: The staff member can configure the frequency at which the ticket status and dashboard pages are to be refreshed. If disabled, the staff can refresh the details by clicking the 'Refresh' button in respective pages.

•

Default Signature: Select the signature that should be displayed in the ticket responses emails from you. You can enter your signature message in the 'Signature' text field at the bottom of the page.

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Tip: Administrators can set a signature messages for responses from different department from the 'Admin Panel', through 'Staff' tab > 'Departments'. Refer to the section Departments for more details. Staff members can also change the signature in tickets screen. •

Default Paper Size: Set the page size used when printing tickets to PDF. Staff members can also change the page size in the ticket print dialog screen.

•

Show Assign Tickets: If enabled, the staff member's name will not be displayed in the tickets assigned to him/her, instead the agent's department name will be displayed.

Signature •

Enter the signature that will be displayed in the response tickets. Staff members can also choose either his/her signature or department signature in the tickets screen.

•

Click the 'Save Changes' button for the changes to take effect.

4.2

Managing Users and Organizations

Tickets can be raised in C1 Service Desk by registered users as well as guests using the web portal. Users and guests can be added to Organizations by staff members in order to keep track of billable hours for attending to tickets. The Users tab in the Staff Panel allows staff members to add/or import users and add/edit organizations and configure various settings. •

Click the 'User' tab in the Staff Panel to open the interface:

Refer to the following sections for more details: •

Managing Users

•

Managing Organizations

4.2.1

Managing Users

The 'Users Directory' interface displays a list of all guests and registered users and allows staff members to add, edit and update users. Users can create tickets for staff members using the web portal. •

To open the interface, click the 'Users' tab and choose 'User Directory':

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The number of users displayed in the list can be set in the My Profile interface.

Sorting items •

Click a column header to sort items in ascending/descending order

Search Option •

Enter the name or partial name of a user and click 'Search'.

•

To clear the results and display all users, clear the field and click the 'Search' button again (or simply click the 'User Directory' link).

Column Headers •

Name: The name of the user. The icon and the number beside a user indicates the number of tickets a user has raised. Clicking on the name of the user will open the respective user details interface.

•

Status: Indicates whether the user is a register or guest user.

•

Created: The date on which the user was added.

•

Last Updated: The date and time the user details was edited and updated.

Placing the mouse cursor over a user's name will display a call out providing the details of the user.

The dialog allows staff members to manage a user as from the User Details interface explained below. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide From the User Details interface, a staff member can: •

Add a user

•

Edit a user

•

Delete a user

•

Send password reset / activation email to the user

•

Manage account access

•

Add forms

•

Manage notes

•

Add a user to an organization

•

Manage tickets raised by a user

•

Create a new ticket on behalf of a user

•

Export users list

Add a user A user can be added manually or imported by a staff member. When a user is added, he/she will be listed as a guest user. To have an account in Service Desk, a guest user has to be registered. A non-registered user that raises a ticket in the web portal for the first time will also be added as a guest user. Users added via the 'User Directory' interface can be added to organizations in the 'Organizations' screen. The following method describes how to add users from the 'User Directory' screen.

To add a user manually •

Click the 'Add User' link at the top right side of the screen

The 'Lookup or create a user' screen will be displayed:

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The fields available in the form shown above are fetched from the built-in 'Contact Information'. The screen can be accessed via the Admin Panel > Manage tab > Contact Information in the 'Built-in Forms' section. Refer to the section 'Forms' for more details. •

Email Address: Enter the email address of the user. This is used for signing into the web portal after the registration is completed.

•

Full Name: The name of the user.

•

Phone Number: The contact number of the user.

•

Internal Notes: Enter any notes regarding the user.

Click the 'Add User' button. The user will be added as a guest user in Service Desk and listed in the screen. Alternatively, a non-registered user will be added automatically as a guest when he/she raises a ticket in the web portal for the first time.

To import users •

Click the 'Import' link at the top right sight of the screen

The 'Import Users' screen will be displayed:

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The Copy Paste method allows you to import users with name and email details only. •

Enter the full name followed by a comma and the email address of the user.

•

To import more users, add more user details in subsequent lines.

•

Click the 'Import Users' button to add the users as guest users.

The Upload method allows you to import users from a CSV file.

To add more user fields, go to Admin Panel > Manage > Forms > Custom Form. Refer to the section Forms for more details. •

Click the 'Browse...' button and navigate to the CSV file in your computer and click the IMPORT USERS button.

Register a user A guest user can be registered by a staff member from the User Details screen. A user can also register in Service Desk in the web portal.

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Comodo One MSP - Service Desk - Administrator Guide To register a guest user •

Click on the name of the guest user that you want to create an account.

•

Click on the 'Register 'button

The Register screen for the selected user will be displayed:

•

Update the form if required and click the 'Create Account' button. The user account will be added with the status 'Locked (Pending Activation)'. The account needs to be activated to enable the user to access the web portal and create support tickets.

Activation can be done in two ways: •

Through an activation email

•

Through the Staff Panel

User Account Activation through Activation Email If 'Send account activation email...' is selected in the 'User Registration' dialog, an activation email will be sent to the user. After clicking the activation link in the mail, the user will be asked to configure his/her password. Once activation is complete, their status will change to 'Active (Registered)'.

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User Account Activation through Staff Panel You can activate a user account by creating a password for a user and communicating it to them. You can also required them to set a new password when they first login. They will become 'Active' once this is done. To activate a user account •

Click the name of a user.

•

Click 'Manage Account' from the 'User Details' interface

The 'User Management' dialog will open.

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•

Click the 'Manage Access' tab

•

Enter the new password for the user and re-enter it for conformation in the respective fields

•

Set account restrictions by selecting the required check-boxes: •

Administratively Locked: If enabled, the user cannot access the web portal. However, the user can raise tickets via email.

•

Password Reset Required: If enabled, a reset password screen will be displayed when the user logs into the web portal.

•

User Cannot Change Password: If enabled, the user cannot change his/her password.

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Click 'Save Changes'

You can now communicate the password to the user. The user can login to the service desk web console at https://<your_subdomain_name>.servicedesk.comodo.com by entering their email address as username and entering the password. Depending on your preferences, they may have to change their password on first logon. Once their account is activated they will be able to create tickets from the web console. Alternatively, a user can register an account at the web portal home page by clicking the 'Sign In' button then 'Create an account'. Please note the 'Registration Method' should be set as 'Public - Anyone can register' in the Admin Panel > Settings > Access > End User Authentication section. Refer to the section Access Control Settings for more details. Tip: Your Service Desk web portal can be accessed through the URL <your_subdomain_name>.servicedesk.comodo.com.

The 'Account Registration' screen will be displayed.

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The user after filling up the form should click the 'Register' button for activating his account. An account verification email will be sent to the registered email address. The user should click the verification link to activate his/her account.

Edit a user â&#x20AC;˘

To edit the details of a user, click 'Users' > 'User Directory' then click the name of a user:

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The 'Update User' screen will be displayed. •

Edit details as required and click the 'Update User' button.

Delete a user You can remove users associated with an Organization at anytime. On removal of a user, you have the choice of reassigning the tickets associated them to other users or removing them from Service Desk. Tip: The tickets added to Knowledgebase will not be removed.

•

To remove a user, click the name of the user then click 'Delete User' in the 'User Details' screen.

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•

To remove the tickets associated with the user, select the checkbox.

•

To reassign the tickets to a different user before removing the user, click on the '<NN> tickets' link in the dialog to view the list of tickets assigned to him/her, open each ticket by clicking on them and reassign to a different user. For more details, refer to the explanation of reassigning tickets in the section Ticket Details.

Note: You cannot remove a user with tickets associated him/her.

•

Click 'Yes, Delete User'

Once a user account is deleted, you cannot restore it. If needed, the user is to be added with a new user account. •

To delete multiple users at a time, select the check-boxes beside them in the 'User Directory' interface and click the 'Delete Selected' button at the bottom.

•

Click 'Yes, Do it!' to confirm the deletion of selected users.

Warning: All tickets associated with the removed users will also be automatically deleted.

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Comodo One MSP - Service Desk - Administrator Guide Send password reset / activation email to the user The 'More' drop-down allows you to reset passwords for activated users, and send activation emails to unregistered users. •

To send a password reset / activation email, first click a user's name then the 'More' button on the right: Registered Users

Unregistered Users

To reset a password •

Click the 'Send Password Reset Email' link

•

Click 'OK' to confirm sending the password reset email to the user.

An email containing the password reset link will be sent to the user. The user has to click the link and in the 'Forgot My Password' page should enter the registered email address and click Login. In the Manage Your Profile Information page, the user can reset his/her password and click the 'Update' button. To activate a user •

Click the 'Send Password Reset Email' link

•

Click 'OK' to confirm sending the activation mail

An activation email will be sent to the user. Clicking the activation link in the mail, the user can configure his/her password in the Manage Your Profile Information page. Once the activation is completed their status will change to 'Active (Registered)'. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide Manage account access / User Information Service Desk allows staff members to lock a user's account and disallow password changes. â&#x20AC;˘

To manage account access for a user, click their name then the 'More' button. Alternatively, click the 'Manage Account' button:

The 'User Information' tab allows staff members to change a user's Organization and time zone:

The 'Manage Access' tab allows staff members to configure a user's access to his/her account:

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Account Access •

Username: Edit the user email if required.

•

Password Fields: Enter the new password and confirm it.

Account Flags •

Administratively Locked: If enabled, the user cannot access the web portal. However, the user can raise tickets via email.

•

Password Reset Required: If enabled, a reset password screen will be displayed when the user logs into the web portal.

•

User Cannot Change Password: If enabled, the user cannot change his/her password.

Click the 'Save Changes' for your updates to take effect.

Add forms By default, the contact information of the user is mandatory and staff members can add more forms to include more details about the user. •

To add more forms for a user, click on the name link in the 'User Details' interface, then click the 'Manage Forms' link from the 'More' button at the right side.

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The 'Manage Forms' for the selected user screen will be displayed.

•

Select the required form to be added for the user from the drop-down. The Forms that are listed here can be added by Administrators in the Admin Panel > Manage tab > Forms > Add Custom Form. Refer to the section Forms for more details.

•

Click the 'Save Changes' button.

After adding the new form, staff members can update the user's details by clicking the user's name in the 'User Details' interface.

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Fill the details and click the 'Update User' button at the bottom.

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To remove a form for the user, click the 'Manage Form' button and then the trash can icon.

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Click the 'Save Changes' button at the bottom.

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Manage notes for a user Notes feature helps to keep a record of the changes done to the user details or can be used by staff members for any other purpose as required. This will be visible only to staff members and administrators. To manage notes, click the 'Notes' tab in the 'User Details' interface

•

To add new notes, click the 'Click to create a new note' link and click the 'Create' button at the bottom.

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To edit a note, click the 'Edit' button at the far end of the note.

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Click the 'Save' button to save an edited note.

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To delete a note, click the trash can icon at the far end of the note.

Add a user to an organization Adding users to organizations makes it easy to keep track of billing details. Cost reports in the Admin Panel displays the billing details including the tickets attended for organizations and total billable time. There are two methods of adding users to organizations. One method is to add users from the 'User Details' screen and then assign Organizations to them. The other method is to first create' Organizations' and then add Users'. Refer to Managing Organizations for more details. The following method describes how to assign users to organizations from the 'User Directory' screen. •

To add a user to an organization, click their name in the 'User Details' interface, then click 'Add Organization'.

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You can assign the user to an existing organization, or create a new Organization and add the user to it. â&#x20AC;˘

To add the user to an existing Organization, type the first few letters of the Organization name in the search field. After choosing an Organization, following confirmation dialog will appear:

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•

Click 'Continue'.

The user will be added to the organization and will be displayed in the 'User Details' screen. •

To add a new organization, enter the details of the organization under 'Create New Organization: Details on User organization'.

Refer to the sections 'Managing Companies' and 'Managing Organizations' for more details about the details to be entered on adding a new organization. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Click 'Add Organization'

The new Organization will be added to Service Desk and the user will be added to the new organization.

Manage tickets raised by a user Tickets that are raised by a user can be managed from the 'User Directory' interface. This screen enables staff members to view and manage tickets created by users. •

To view and manage tickets created by a user, click on the name link in the 'User Details' interface, then click the 'User Tickets' tab.

The screen will display the list of tickets created by the user and ticket that was raised last will be shown at the top of the list. Column Headers •

Ticket: The number assigned to the ticket. Clicking on the ticket number will open the 'Ticket Details' screen. Refer to the section 'Managing Tickets' for more details.

•

Date: The date and time the ticket was created or reopened.

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Status: Indicates the current status of the ticket whether open, closed, overdue or paused.

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Subject: The summary of the issue entered in the Issue Summary text field in the web portal by the user. Clicking on the text link will open the 'Ticket Details' screen. Refer to the section 'Managing Tickets' for more details.

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Department: The name of the department to which the ticket is assigned.

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Assignee: The name of the staff member to whom the ticket is assigned.

Placing the mouse cursor over a ticket will display a call out providing the details of the ticket.

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The ticket preview allows staff members to view the details and the links at the bottom to manage it. Refer to the section 'Managing Tickets' for more details.

Create new ticket on behalf of a user Users can create tickets in Service Desk from the web portal or by sending an email. Users can also contact the staff member over phone to raise a ticket and the staff member can create a ticket on behalf of the user. â&#x20AC;˘

To create a ticket on behalf of a user, click on the name link in the 'User Details' interface, then click the 'Create New Ticket' link.

The 'Open New Ticket' screen will be displayed.

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The interface is same as New Ticket created by a staff member from the Tickets interface except the user name in this screen comes preselected. Refer to the section New Ticket for more details.

Export users list to a CSV file â&#x20AC;˘

To download the list of users in Service Desk, click the Export link at the bottom of the 'User Directory' interface.

The download dialog will be displayed.

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â&#x20AC;˘

4.2.2

Click 'OK' to download the file to your system. This file can be opened with applications such as Excel or Open Office Calc.

Managing Organizations

The 'Organizations' interface allows staff members to add, edit and manage organizations, assign users to organizations, manage organization tickets, configure account managers and primary contacts. The staff can also set hourly charge rates for attending to/fixing different assets on per-organization basis. Administrators are advised to create organizations/companies in the Comodo One MSP interface. Such 'Managed' companies will also become available in all integrated modules (Patch Management, Service Desk, IT and Security Manager and so on). However, you have the option to add 'standalone' (aka 'Unmanaged') organizations to Service Desk for the purpose of ticket management alone. The organizations added via Service Desk will have 'Non-managed' status - meaning these organizations will not be available in Comodo One MSP or other modules. If required, you can add these organizations to C1 for converting them to fully managed status. Refer to the section 'Managing Companies' for more details about adding organizations in C1 and 'Add an Organization' about adding organizations in Service Desk alone. Tip: You can add a new standalone organization by first adding the user belonging to the organization and then assigning the user to that organization. Refer to the explanation under 'Add a user to an organization ' in the previous section Managing Users for more details. â&#x20AC;˘

To open the 'Organizations' interface, click the 'Users' tab and choose 'Organizations':

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The list of organizations displayed includes organizations that are added via C1 ('managed') and from Service Desk ('unmanaged'). The number of organizations displayed in the list can be configured in the My Profile interface. Clicking on a column header sorts the items in ascending/descending order.

Search Options •

Enter the name or partial name of the organization and click the 'Search 'button.

•

To clear the results and display all organizations, clear the field and click the 'Search' button or simply click the 'Organization' link.

Column Headers •

Name: The name of the organization.

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Users: Number of users assigned to the organization.

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Created: The date on which the organization was added.

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Updated: The date and time the organization details was edited and updated.

From the 'Organizations' interface, a staff member can: •

Add an organization

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Edit, configure and fix asset billing rates

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Add users to an organization

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Manage forms

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Manage tickets

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Manage notes

•

Export organizations list

Add an organization The organizations that are added via this interface will be available for ticket management alone and will not be listed in the C1 interface. Once an organization has been added (via C1 and / or ITSM), staff members can assign users to them, monitor and view organization tickets and set billing rates. Staff members can also add organizations from the 'User Directory' interface (refer to explanation under 'Add a user to an organization' in the section 'Managing Users' for more details on this). The following tutorial describes how to add organizations from the 'Organizations' interface:

To add an organization •

Click the 'Add New Organization' link at the top right side of the screen

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The 'Add New Organization' screen will be displayed:

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Name: Enter the name of the new organization.

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Web Domain: Enter the registered domain name for the organization.

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Month Fee: The monthly charges billable to the organization for attending to tickets raised by users in that organization.

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Address: The address of the organization.

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Phone: The contact number of the organization.

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Website: The URL of the organization's website.

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Internal Notes: Enter any notes regarding the organization.

After completing the form, click the 'Add Organization' button to add the organization to Service Desk. Staff members can now configure its settings, users and billing rates.

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When a new organization is created, two new users, the Monitor Agent and the Patch Agent with email IDs are added automatically. Comodo One MSP (C1) contains several modules that help IT managers to keep their organization's computers running smoothly. Two of these modules, Remote Monitoring Management (RMM) and Patch Management, are capable of automatically sending reports (in the form of tickets) to Service Desk via API. The agents' email IDs are used to collect the tickets submitted by the C1 modules. Refer to the section API Keys for more details.

Edit, configure and fix asset billing rates Once an organization has been added, staff members can assign users to them, monitor and view organization tickets and set billing rates. Refer to the sections 'Managing Companies' for more details about adding organizations from the C1 interface and 'Add an Organization' about adding organizations in Service Desk alone.

To edit, configure and fix asset billing rates â&#x20AC;˘

Click on the name of the organization in its details screen.

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The edit screen of the 'Organization' will be displayed. Edit Organization's Details •

To edit the details of the organization, click the 'Fields' tab, update as required and click the 'Update Organization' button.

Configuring Organization's Settings •

To configure the organization's settings, click the 'Settings' tab.

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Account Manager: Select the staff member from the drop-down that will act as 'Account Manager' for this organization.

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Auto-Assignment: If enabled, tickets raised by the organization's users will be automatically assigned to the Account Manager. Please note the auto-assignment settings done under 'Ticket Filters' and 'Help Topics' in the Admin Panel will take precedence over the setting done here.

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Primary Contact: Select the primary contact(s) for this organization to whom all tickets raised by its users will be added as collaborator(s), that is, added as CC in the ticket mails.

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Automated Collaboration: Allows you to select persons to be added as CC in the ticket mails.

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Primary Contacts: If enabled, primary contacts selected above will be added as collaborator(s), that is, added as CC in the ticket mails.

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Organization Members: If enabled, all users in the organization will be added as collaborators.

Main Domain •

•

Auto Add Members From: Enter the domain name for which users that are added in 'User Directory' with the same domain name in the email field will be automatically added to the organization.

Click the 'Update Organization' button.

Fix Billing Rates for different types of Assets •

To specify the billing rates for assets that are associated with tickets, click the 'Assets rate' tab.

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Enter the amount in each asset field. Please note that if the fields are left blank, then the 'Global Rates' entered under 'Manage' > 'Assets' in 'Admin Panel' will apply. Refer to the section Viewing and Managing Global Rates for Assets for more details.

Click the 'Update Organization' button.

Add users to an organization A user can be added manually or imported by a staff member to an organization. When a user is added, he/she will be listed as a guest user. To have an account in Service Desk, a guest user has to be registered. A non-registered user, when he/she raises a ticket in the web portal for the first time will also be added in Service Desk as a guest user and listed in the screen. Refer to the sub sections 'Add a user' and 'Register a user' in the 'Managing Users' section for more details. Users added via 'User Directory' interface can be added to organizations in the 'Organizations' screen. The following method describes how to add users directly to organizations from the 'Organizations' screen.

To add a user manually to an organization •

Click the 'Add User' link at the top right side of the screen

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The 'Add User' screen will be displayed: •

Email Address: Enter the email address of the user. This is used for signing into the web portal after the registration is completed.

•

Full Name: The name of the user.

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Phone Number: The contact number of the user.

•

Internal Notes: Enter any notes regarding the user.

The fields available in the above form is fetched from the built-in 'Contact Information' that can be only be edited. The screen can be accessed via the Admin Panel > Manage tab > Contact Information in the 'Built-in Forms' section. Refer to the section 'Forms' for more details. •

Click the 'Add User' button. The user will be added to the organization.

To import users to an organization •

Click the 'Import' link at the top right side of the screen

The 'Import Users' screen will be displayed:

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The 'Copy Paste' method allows you to import users with name and email details only. •

Enter the full name followed by a comma and the email address of the user

•

To import more users, add more user details in subsequent lines

•

Click the 'Import Users' button to add the users as guest users to the organization

The 'Upload' method allows you to import users from a CSV file.

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You can add more fields for the users from the 'Admin Panel' > 'Manage' > 'Forms' > 'Custom Form' interface. Refer to the section Forms for more details. •

Click the 'Browse...' button and navigate to the CSV file in your computer and click the 'Import Users' button.

Manage forms By default, the 'Organization Information' of an organization is mandatory and staff members can add more forms to include more details about the organization. •

To add more forms for an organization, click on the name link in the 'Organization Details' interface, then click the 'Manage Forms' link from the 'More' button at the right side.

The 'Manage Forms' for the selected organization screen will be displayed.

•

Select the required form to be added for the organization from the drop-down. The 'Forms' that are listed here can be

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Click the 'Save Changes' button.

After adding the new form, staff members can update the organization's details by clicking the organization's name in the 'Organization Details' interface.

•

Fill the details and click the 'Update Organization' button at the bottom.

•

To remove a form for the organization, open the 'Manage Form' screen by clicking 'More' from the Organization Details screen and click the trash can icon beside the form name.

•

Click the 'Save Changes' button at the bottom.

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Comodo One MSP - Service Desk - Administrator Guide Manage tickets raised by users in an organization Tickets that are raised by users in an organization can be managed from the 'Organizations' interface. This screen enables staff members to view and manage tickets created by organization users. •

To view and manage tickets created by users belonging to an organization, click on the organization's name link in the 'Organizations' interface, then click the 'Tickets' tab.

The screen will display the list of tickets created by the users for that organization and ticket that was raised last will be shown at the top of the list. Column Headers •

Ticket: The number assigned to the ticket. Clicking on the ticket number will open the 'Ticket Details' screen. Refer to the section 'Managing Tickets' for more details.

•

Date: The date and time the ticket was created or reopened.

•

Status: Indicates the current status of the ticket whether open, closed, overdue or paused.

•

User: The name and email address of the user in the organization that raised the ticket. Clicking on the text link will open the 'User Directory' screen. Refer to the section 'Managing Users' for more details.

Placing the mouse cursor over a ticket number will display a call out providing the details of the ticket.

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The ticket preview allows staff members to view the details and the links at the bottom to manage it. Refer to the section 'Managing Tickets' for more details.

Manage notes Notes feature helps to keep a record of the changes done to the organization's details or can be used by staff members for any other purpose as required. This will be visible only to staff members. To manage notes, click the 'Notes' tab in the 'Organization Details' interface

•

To add new notes, click the 'Click to create a new note' link, add the required content and then click the 'Create' button at the bottom.

•

To edit a note, click the 'Edit' button at the far end of the note.

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Click the 'Save' button to save an edited note.

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To delete a note, click the trash can icon at the far end of the note.

Export organizations list to a CSV file •

To download the list of organizations in Service Desk, click the 'Export' link at the bottom of the 'Organizations' interface.

The download dialog will be displayed.

•

Click 'OK' to download the file to your system. This file can be opened with applications such as Excel or Open Office Calc.

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4.3

Managing Tickets

The 'Tickets' tab allows staff members (agents) to manage tickets raised by users. Tickets can be raised in multiple ways: using the web portal; from a staff member's interface on behalf of users; via email and from C1 Modules - Remote Monitoring Management (RMM) and Patch Management using Application Programming Interface (API). Tickets can also be created for initiating quote generation as per the demands for products and services from the customers. The 'Tickets' tab has separate links for each of the ticket statuses:

•

Clicking a ticket number or subject will open the ticket's full details panel. This panel allows you to review, reassign, close, edit, transfer or take other actions on the ticket.

•

Placing the mouse cursor over the ticket number will display a ticket summary box. This contains a snapshot of the ticket's current status as well as shortcuts which allow you to take further actions.

•

The buttons at the bottom of the interface let you quickly perform actions on selected tickets. Tickets can be selected using the check-boxes in the first column.

Service Desk categorizes tickets according to 7 different statuses. The links at the top of the 'Tickets' interface allow you to view the list of tickets with respective statuses. The interface also contains a link that allows you to create a new ticket: •

Open: Tickets that are not yet resolved. 'Assigned' and 'Answered' tickets may be excluded from this view in 'Ticket Settings and Options'. Open tickets can be answered, transferred, reassigned and more by clicking the ticket number/subject.

•

Answered: Tickets for which there has been at least one reply. Answered tickets can be reviewed, reassigned, transferred and more by clicking the ticket number or subject.

•

Unassigned: Tickets that have not yet been assigned. Administrators can assign tickets to staff members by clicking the ticket number/subject then clicking the 'Assign Ticket' tab.

•

My Tickets: Tickets that are assigned to the person that is currently logged-in. Tickets can be answered, re-assigned, transferred, provide details of time spent for the ticket and more by clicking the ticket number/subject.

•

Overdue: Tickets that are not closed within the stipulated period per the SLA plan. Overdue tickets will be closed automatically if set in the 'Ticket Settings and Options' interface.

•

Closed: Tickets that are closed. Closed tickets can be reviewed, reopened, reassigned and more by clicking the ticket

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Paused: Tickets that are paused temporarily. Paused tickets count as 'Open' and can be reactivated by clicking the ticket number or subject then clicking the 'Resume' button.

•

New Ticket: Allows the staff member to raise a ticket on behalf of users.

The icons in the ticket column indicate the source through which it was raised. S.No.

Ticket Icon

Description

Tickets that were raised by another C1 Module via API.

Tickets that were raised via the web portal.

Tickets that were raised via email.

Tickets that were raised by staff members on behalf of users.

The icons in the subject column indicate the status of the ticket. S.No.

Subject Icon

Description

Indicates the ticket is overdue, that is, the ticket issue is not resolved within the stipulated time.

Indicates the ticket is locked by a staff member.

Indicates the number of actions taken on the ticket. Actions can be replies, internal notes or other status updates.

Indicates the ticket has an attachment

Indicates that collaborators have been added to the CC list for the ticket

•

No check box beside a ticket indicates that it is in 'Paused' status.

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Search Options You have the option to run a simple search or an advanced search to filter the tickets. Using the search field, you can filter the tickets by ticket number, subject line and users' name. To refine your search much further, you can use the advanced search option. Simple Search •

Enter the ticket number, the name of the user that submitted the ticket or a word from the ticket subject then click 'Search'

•

To clear the results and display all items, clear the field and click the 'Search' button again or simply click the 'Tickets' tab.

Advanced Search •

Click the 'advanced' link to open the 'Advanced Ticket Search' screen:

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•

Enter/select the parameters that you want to search the ticket.

•

Click the 'Reset' button to clear the fields.

•

Click the 'Search' button after filling the required search parameters.

The number of tickets that matches the search parameters will be displayed at the bottom of the screen.

•

Click the 'view' link to see tickets which match the search criteria

•

To clear the results and display all items, clear the field and click the 'Search' button or simply click the 'Tickets' tab.

Column Headers The column headers are the same for 'Open', 'Answered', 'Unassigned', 'My Tickets', 'Closed' and 'Paused' tickets. Clicking on a column header sorts the items in ascending/descending order: •

Ticket: The number assigned to the ticket. Clicking on the ticket number will open the 'Ticket Details' screen.

•

Date: The date and time the ticket was created or reopened.

•

Subject: The summary of the issue entered in the 'Issue Summary' text field in the web portal by the user or by the staff member while creating a ticket on behalf of a user in the 'New Ticket' screen. Clicking on the text link will open the 'Ticket Details' screen.

•

From: The name of the user that raised the ticket.

•

Priority: The priority of the ticket. The priority of a ticket depends on the settings done in 'Help Topics', 'Department' and 'Ticket Filters'. For tickets that are raised via emails, the default priority is 'Emergency' if the configuration is enabled in Admin Panel > Settings > Emails tab in the 'Incoming Mails' section. If this is not enabled, then it will be 'Normal' priority for tickets raised via emails. Please note that for all cases, the tickets that are filtered via 'Ticket Filters', the priority setting done in the filter will prevail.

•

Assigned To/Department/Closed By: The name of the column header changes depending on the ticket status that you have selected. For example, for 'Closed' tickets the column header will be 'Closed By'.

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Assigned To: The name of the staff member to whom the ticket was assigned

•

Department: The name of the department to which the ticket was assigned

•

Closed By: The name of the staff member who closed the ticket

Placing the mouse cursor over a ticket will display a call out providing the details of the ticket.

The ticket preview allows staff members to view the details and the links at the bottom to manage it. Refer to the section 'Ticket Details' for more details.

Export ticket to a CSV file •

To download the list of tickets in Service Desk, click the 'Export' link at the bottom of a ticket category.

The download dialog will be displayed.

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•

Click 'OK' to download the file to your system. This file can be opened with applications such as Excel or Open Office Calc.

The next section, 'Ticket Details' covers important aspects of a ticket such as how to create a Knowledgebase out of it, which users can refer before creating a ticket, edit a ticket and more.

4.3.1

Ticket Details

'Ticket Details' screen contains comprehensive information about a ticket and includes a history of all replies and activities. A staff member can create a ticket on behalf a customer. From this screen, a staff member can also take various actions like reply, edit, assign, reassign, close, initiate a quote process or post a note to the ticket. Staff members can create knowledge-base articles for the benefit of users and enter the time spent for their tickets. Depending on the help topic to which the ticket belongs, the ticket can be of single stage or multiple stage. Note: Administrators can configure the Help topics to have single or multiple stages, depending on their nature. A multi stage ticket enables it to be automatically forwarded to relevant staff and departments at each stage through its life cycle and allows appropriately privileged staff/administrators to track its work flow. For more details regarding Help topics, refer to the section Help Topics. Single Stage Ticket Administrators can also configure help topics so that a ticket can be closed with a single stage, to be backward compatible with previous versions. Multiple Stage Ticket The Help topics can be configured such that the ticket passes through more than one stage that is configured for a specific type of issue. To open a ticket •

Click the 'Tickets' tab from the Staff Panel

•

Click on the subject of the ticket to be opened

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The detail screen is split into three main areas:

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'Overview' - Upper section that summarizes information such as ticket status, name, assigned user, priority and create a knowledge-base article and more.

•

'History' - middle section that contains a full activity history, including replies, internal notes or other status updates.

•

'Available Actions' - Lower section which allows staff members to take actions such as reply, change department, reassign to another staff member, add collaborators, create a knowledge-base article and more.

Overview The top portion of the ticket details screen displays information about the ticket such as the name of the user that raised the ticket, user's email ID and more. The number of fields that are displayed depends on the 'Forms' added for the ticket. Refer to the section 'Forms' for more details. The ticket details shown below displays the fields that are available by default.

•

Ticket No: The identification number of the ticket.

•

Status: The current status of the ticket, whether open or closed.

•

Priority: Select the priority level for the new ticket.

•

Department: The name of the department to which the ticket is assigned.

•

Create Date: The date and time the ticket was created.

•

Assigned To: The name of the staff member to whom the ticket is currently assigned.

•

SLA Plan: The name of the Service Level Agreement (SLA) plan that was assigned via Help Topic or Department.

•

Due Date: The date and time before which the ticket should be closed.

•

Total Material Cost: An itemized list of the cost of any components used while fixing this issue. Staff members can add items and their cost by clicking the ‘Add Material’ button at the top of the ticket. See Adding Materials to the ticket for more details.

•

Asset Type: The type of asset chosen by the user or staff member while creating the ticket. This helps to determine the billing rate.

•

Category: The type of category chosen by the user or staff member while creating the ticket. The options available are 'Alert', 'Order' and 'Problem'.

•

SubCategory: The details entered by the user or staff member.

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User: The name of the user that created the ticket. The number beside the user's name indicates the tickets raised by the user. Clicking the name link will display the 'User Detail' screen associated with the ticket.

The tabs in the user details screen allows a staff member to edit details of the user, manage the user's organization and add notes for the user. Refer to the sections 'Managing Users' and 'Managing Organizations' for more details. •

Clicking the number beside the user's name will display a call out allowing you to view and manage tickets associated with the user. It also allows you to manage the user and the organization to which he/she belongs. Refer to the sections 'Managing Users' and 'Managing Organizations' for more details.

•

Email: The registered email ID of user.

•

Phone: The contact number of the user.

•

Source: The source via which the ticket was created and the IP address of the network.

•

Help Topic: The help topic that was selected at the time of raising the ticket.

•

Last Message: The date and time of the latest message sent by the user.

•

Last Response: The date and time of the latest response by the staff member.

•

Ticket Work Flow: This area appears only for multi stage ticket. The Ticket Work Flow displays the list of stages added to the ticket based on the help topic.

Every stage has a department and a dedicated staff member assigned to handle the ticket to efficiently provide a solution for that stage. Once the assigned staff member of one stage has completed their task, the ticket will be assigned to another department/staff member for next stage of ticket resolution. This process will continue till the final stage is completed and closed. A stage can be reverted to the previous stage by clicking 'Revert stage' if the new staff member wants to ensure the process in Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Time Spent (Local time) - Total amount of time spent on the ticket so far. Time spent while the ticket is open is automatically recorded. Staff can also add/edit any ‘on-site’ time manually. •

The' time-spent' counter - When a staff member opens a ticket assigned to him/her, the timer beside the ticket number starts ticking. This allows them to add spent time for the ticket.

The buttons beside the timer allows the staff member to pause, reset and record the time spent for billing. You can save the time spent by clicking the record button or by switching to another tab and confirm it in the 'Save Work Time' dialog.

•

Specify whether the work time is billable by selecting the checkbox an click 'Record', to add the time to the ticket. •

To manually add time spent on-site - Staff members can add any time spent ‘on-site’ fixing an issue by clicking the 'add work time' link beside 'Time Spent (local time). Please note that this link will be available for staff members for their tickets only. •

Click 'Add Work Time'

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•

Click inside the 'Start Time' and 'End Time' fields and enter the date/time manually or select the date from the calendar and time from the sliders. To enter the current date/time as Start Time or End time, click 'Now'.

• •

Click 'Done' in the calendar after selecting the date and time.

Specify whether the time is billable by selecting the checkbox and click 'OK' in the 'Add Work Time' dialog.

The time spent will be automatically calculated from the entered Start Time and End Time and added to the list.

•

Click the trash can icon beside under the 'Action' column to remove the row from the table.

•

Click the edit icon beside under the 'Action' column to edit the billable time details.

•

The table displays the total billable time for a ticket that is added automatically and manually.

History The 'History' section begins below the ticket overview and contains all actions taken on the ticket. Actions can be replies, internal notes or other status updates.

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The number beside the 'Ticket Thread' text indicates the number of actions for the ticket. The first row of an action displays the date and time it was generated and the name that generated it. Available Actions The 'Available Actions' section allows staff members to post replies, change the assigned department, reassign the ticket, add collaborators, create a KB entry, take a print, manage forms and more.

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Comodo One MSP - Service Desk - Administrator Guide From this pane, a staff member can: •

Post a reply

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Post an internal note

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Change the department

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Reassign the ticket

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Adding Materials to the ticket

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Initiating Quote generation for billable items

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Create a Knowledgebase article for the ticket

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Take a print

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Edit the ticket

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Close/Reopen the ticket

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Delete the ticket

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Pause/Resume the ticket

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Change the ticket owner

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To claim a ticket

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Mange forms for the ticket

•

Ban email ID of the user

•

Create a new ticket on behalf of a user

To post a reply for the ticket •

Click the 'Post Reply' tab

•

To: Select the user's email address to send the response email. Alternatively, select the option 'Do Not Email Reply'. The user can view the response only in the web portal if the latter is selected.

•

Collaborators: Allows staff members to add more users to the CC list for the ticket. Click the 'Add Recipients' link.

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The 'Add a collaborator' dialog allows you to add a user in two ways: •

Entering the name of user or email ID of an existing user in the search field and selecting the user from the options that appear

•

Creating a new user by filling the form and clicking the 'Add User' button.

•

Click Add New Collaborator to add more recipients.

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Click 'Save Changes' to add the user

•

Response: You can respond to the ticket by typing a reply in the text editor or by selecting an option from the dropdown.

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•

Original Message: The last message sent by the user.

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Last Message: The first message sent by the user.

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Premade Replies: Select the canned response that has to be sent to the user. 'Canned Responses' can be added and edited in the Knowledgebase section. Refer to the section 'Canned Response' for more details about adding and editing premade responses.

•

To clear the response from the editor, click the trash can icon at the top right side.

•

Attachments: To add any attachments in response to the ticket, click the 'Browse' button, select the required file and click the 'Open' button. To remove the attachment, click on the file and select 'OK' from the confirmation screen.

•

Signature: Select any of the option. 'None' means you can type the signature in the editor. 'My Signature' and 'Dept. Signature' are configured in 'Staff Members' and 'Department' screens respectively. Selecting any one of these will automatically fetch it and add the signature in the response. Refer to the sections 'Staff Members' and 'Department' for more details about adding signatures.

•

Ticket Status: If the issue is resolved, you can close the ticket by selecting this checkbox. The ticket will be automatically closed when the response is sent to the user.

•

Click the 'Reset' button to clear the selections and entries.

•

Click the 'Post Reply' button to respond to the ticket.

To post an internal note •

Click the 'Post Internal Note' tab

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Note Title: Enter the title for the note.

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Note Details: Type the note content in the in the text editor. To clear the note, click the trash can icon at the top right side.

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Attachments: To add any attachments to the note, click the 'Browse' button, select the required file and click the 'Open' button. To remove the attachment, click on the file and select 'OK' from the confirmation screen.

•

Ticket Status: To change the status of the ticket, select from the options. The options change depending on the current status of the ticket. For example, for a closed ticket, the options 'Reopen' and 'Mark As Answered'.

•

Click the 'Reset' button to clear the selections and entries.

•

Click the 'Post Note' button to save the note.

Changing the department •

Click the 'Dept. Transfer' tab (Note: The tickets that are in paused and overdue statuses will not display the 'Dept. Transfer' tab.

The current assigned department will be displayed at the top. •

Department: Select the department from the drop-down.

•

Comments: Enter any comments or reason for changing the department.

•

Click the 'Reset' button to clear the selection and comments.

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Click the 'Transfer' button to assign the ticket to a different department.

Assigning/Reassigning a ticket Tickets auto-generated from other modules of Comodo One MSP can be assigned to staff members and tickets that are already assigned to one staff member can be re-assigned to a different staff member. To assign/reassign a ticket •

Open the ticket details interface by clicking on the ticket name from the Tickets interface

•

Click the 'Assign Ticket' / 'Reassign Ticket' tab (Note: The tickets that are in paused and overdue statuses will not display the 'Reassign Ticket' tab and unassigned/closed tickets will have 'Assign Ticket' tab.)

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The currently assigned staff member will be displayed at the top. •

Assignee: Select the staff member that you want to reassign/assign from the drop-down.

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Comments: Enter any comments or reason for changing the staff member.

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Click the 'Reset' button to clear the selection and comments.

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Click the Reassign / Assign button to assign the ticket to a different staff member.

Adding Materials to the ticket Staff members can add a list of components, consumables and expenses to a ticket which were incurred during the course of resolving the issue. The list of used materials/expenses will be displayed in the 'Ticket Overview' area. The total cost will be added to the customer's bill. Tip: Service Desk allows administrators to create a global inventory of materials and types of expenses from the Admin Panel ('Manage' > 'Materials'). Only those materials and expenses in the inventory will be available for staff to add to a ticket. Refer to the section Managing Materials and Expense Types for more details. To add a material or additional charges •

Open the ticket details interface by clicking on the ticket name from the Tickets interface

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Click the 'Add Material' button

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The Add/Edit Materials dialog will open. •

Start typing the name of the item in the search dialog and select the material from the options that appear in the dropdown

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Enter the cost of the material or the expenses incurred in the Cost field.

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Repeat the process for adding more items

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Click 'Save' to add the list of items to the ticket

The list of materials/expenses with their prices and the total cost will be added to the ticket and will be displayed in the 'Overview' area at the top.

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Comodo One MSP - Service Desk - Administrator Guide To add new items, edit prices or remove items from a ticket •

Open the ticket details interface by clicking on the ticket name from the Tickets interface

•

Click the the 'Add Material' button

The 'Add/Edit Materials' dialog will open, with the list of materials already added.

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To add a new item, start typing the name of the item in the search dialog, select the item from the options that appear in the drop-down and enter the cost

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To change the price, directly edit the price in the Cost field

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Te remove an item, click the Delete button beside it

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Click 'Save' for your changes to take effect

Initiating Quotes for Products/Services Comodo Quote Manager (CQM) allows C1 administrators to generate price quotes for products and services. For more details on generating and processing quotes, refer to the CQM online guide at https://help.comodo.com/topic-289-1-778-10458-ComodoQuote-Manager-Module.html. CQM quotes can also be initiated from the Service Desk module. Quotes can be initiated from Service Desk tickets requesting billable items that are assigned to the Sales department. Once initiated, a draft quote will be automatically created in Quote Manager. To manage quote generation from Service Desk tickets •

Open the ticket details interface by clicking on the ticket name from the 'Tickets' interface.

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Ensure that the ticket is assigned to 'Sales Department'.

For guidance on reassigning ticket from a different department to 'Sales' Department, see the explanation under Change the department. •

Click the 'Create Quote' tab

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Enter an internal note for the administrator/staff attending the Quote Manager console in the 'Notes' field

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Click 'Create'

A draft quote will be generated at the Quote Manager console.

•

Clicking the 'Quote#NN' link will open the draft quote in the Quote Manager console interface and the details will be displayed under the 'Private Notes' section.

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Creating Knowledge Base article from a ticket The Knowledge Base is an important feature in Service Desk, which helps users to refer to the solutions of frequently occurring issues before creating a ticket. In addition to helping users to solve issues themselves, it can reduce staff workload. Service Desk allows staff members to add a ticket to the Knowledge Base from the 'action' pane. •

Open the 'Tickets' interface and click any ticket to open the 'Ticket Details' interface.

•

Click the 'Create KB Entry' button

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The FAQ screen will be displayed. This screen allows staff members to select the FAQ category under which the ticket should be placed, add to help topics and choose to make this either 'Public' or 'Internal'. Refer to the section FAQ for more details.

Printing a Ticket •

Open the Tickets interface and click on any ticket to open the 'Ticket Details' interface.

•

Click the drown-down button beside 'Print'

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The option to print the ticket with or without internal notes will be displayed:

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Select the appropriate option and a PDF of the selected ticket will be generated and displayed in a new tab: •

Click the 'Print' icon located at the top right of the PDF viewer.

•

For ticket print options, click the 'Print' button

The 'Ticket Print Options' dialog will be displayed: •

Print Notes: Select if internal notes and comments should be included in the print

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Paper Size: Select the size and click the 'Print' button.

Editing a ticket •

Open the 'Tickets' interface and click any ticket to open the 'Ticket Details' interface.

•

Click the 'Edit' button

If the bill timer is running, select the option whether the time spent is billable or not. The 'Update Ticket' screen will be displayed.

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User Information This detail is automatically fetched from the system and staff members can change the user details. •

User: The name of the user and email address that raised the ticket or on whose behalf the ticket was raised.

•

To change the user, click the 'Change' button beside the 'User' name.

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The 'Change user for ticket' dialog allows you to change the user in two ways: •

Entering the name of user or email ID of an existing user in the search field and selecting the user from the options that appear

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Creating a new user by clicking the 'Add New User' button and filling the form.

•

Fill in the details of the new user and click 'Add User'.

Tip: If you are adding a new user, he/she will be added as a guest user. You can associate the new user to the Organization from the User Directory interface. See the explanation under 'Add a user to an organization' in the section for Managing Users more details. You can also change the user by clicking 'More' > 'Change Ticket Owner' from the Ticket Details interface. See the explanation of changing ticket owner for more details.

Ticket Information The information in this section is fetched automatically from the system. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Ticket Source: The source via which the ticket was raised.

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Help Topic: The help topic chosen for the ticket at the time of creating it.

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SLA Plan: The SLA plan assigned for the ticket depending on the settings in Ticket Filters, Help Topic, Department or the default SLA settings.

•

Time Spent: The total time spent so far on the ticket.

•

Due Date: Allows you to change the due date and time of the ticket. This overrides the period defined in the SLA plan assigned to the ticket.

Ticket Details This information is fetched automatically from the 'Ticket Details' built-in form and filled at the time of creating the ticket. The section will also show other custom form depending on the settings. Refer to section 'Manage Forms for the ticket' for more details. •

Issue Summary: The summary of the issue that was entered at the time of creating the ticket.

•

Priority Level: The priority level depending on the settings done in Ticket Filters, Help Topic, Department or default priority settings.

•

Asset Type: The category of asset that was selected at the time of creating the ticket.

•

Category: The type of category selected while creating the ticket. The options available are 'Alert', 'Order' and 'Problem'.

•

Sub Category: The information entered while creating the ticket.

Internal Note The Internal Note area allows you to enter the reason for updating the ticket details. Click the 'Save' button

•

To close/reopen a ticket Click the 'Close' or 'Reopen' button depending on whether the ticket is in closed or open status.

•

The respective internal note screen will be displayed.

•

Click the Close button after entering the reason.

•

Click the Reopen button after entering the reason.

To delete a ticket •

Click the 'Delete' button

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•

Click 'OK' in the confirmation screen.

Please note when a ticket is deleted, it cannot be recovered.

To pause/resume a ticket •

Click the 'Pause' or 'Resume' button depending on its statuses.

The respective internal note screen will be displayed.

•

Click the Pause button after entering the reason.

•

Click the Resume button after entering the reason.

Changing the ticket owner •

Click the 'More' button and choose 'Change Ticket Owner'.

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The 'Change user for ticket' dialog allows you to assign the ticket to a new owner in two ways: •

Entering the name of user or email ID of an existing user in the search field and selecting the user from the options that appear

•

Creating a new user by clicking the 'Add New User' button and filling the form.

•

Fill the details of the new user and click 'Add User'.

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Comodo One MSP - Service Desk - Administrator Guide Tickets can be claimed by a staff member in two ways. If the 'Claim on Response' setting is enabled in Ticket Settings screen, then an unassigned ticket will be automatically assigned to the responding staff member. The other method is to click the 'Claim' button in the ticket details screen. To claim a ticket to be assigned to you •

Click the 'Claim' button

•

In the confirmation screen, click the 'OK' button.

The ticket will be assigned to the claiming staff member.

Managing forms for a ticket By default, the 'Ticket Details' built-in form is mandatory and staff members can add more forms to include more details about the ticket. For example, the ticket may require more information to be added by staff members, which can be done by adding custom forms. Once added, the form can be filled by a staff member in the ticket edit screen or by the user in the web portal. To manage the forms for a ticket •

Click the 'More' button and choose 'Manage Forms'.

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The 'Manage Forms' screen for the ticket will be displayed. •

Select the required form to be added for the ticket from the drop-down. The Forms that are listed here can be added by Administrators in the Admin Panel > Manage tab > Forms > Add Custom Form. Refer to the section Forms for more details.

•

Click the 'Save Changes' button.

The staff member can view the added custom form in the edit screen and fill the details. It will also be visible to the user in the web portal. • To remove a form for the ticket, click the 'Manage Form' button and then the trash can icon beside the form that you want to delete.

•

Click the 'Save Changes' button at the bottom.

Blocking email ID of a user •

Click the 'More' button and then click the 'Ban Email' link.

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•

In the confirmation screen, click 'OK' button.

Though the user may be able to login to the web portal, he/she cannot raise a ticket.

Creating a new ticket on behalf of a user Service Desk allows staff members to create tickets on behalf of a user from the 'Tickets' interface for requests receive through phone, email or other out-of-band communication. To create a new ticket •

Open the Tickets interface by clicking the 'Tickets' tab

•

Click 'New Ticket' at the top right.

The new ticket creation wizard will start with the user selection dialog.

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•

To create the ticket for an existing user, start entering the user name or email ID in the search field and choose the user from the options that appear as drop-down and then click the 'Continue' button in the next dialog.

The 'User Information' section in the 'Open New Ticket' screen will be auto filled. •

To create the ticket for a new user, fill the from with the new user's information and click the 'Add User' button.

The 'User Information' section in the 'Open New Ticket' screen will be auto filled. Tip: If you are adding a new user, he/she will be added as a guest user. You can associate the new user to the Organization from the User Directory interface. See the explanation under 'Add a user to an organization' in the section for Managing Users more details. The staff member can also choose to skip the form by clicking the Cancel button. The 'Open New Ticket' screen will be displayed. This is similar to the ticket form that is available in the web portal except the 'Response' and 'Internal Note' sections.

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User Information •

Email Address: Enter the email address of the user. This will be auto-filled if 'Lookup or create a user' form is used.

•

Full Name: Enter the name of the user. This will be auto-filled if 'Lookup or create a user' form is used.

•

Ticket Notice: If enabled, an alert will be sent to the user regarding the ticket created on his/her behalf.

Ticket Information & Options •

Ticket Source: Select the source through which you received the request for the ticket. The options available are 'Phone', 'Email' and 'Other'.

•

Help Topic: Select the help topic from the options. Depending on the help topic selected, more forms may be included in the ticket. Refer to the section 'Help Topics' and 'Forms' for more details.

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Department: Select the department to which the new ticket should be assigned to. The option chosen here will prevail even if the 'Department' for the selected 'Help Topic' is different.

•

SLA Plan: Select the SLA Plan from the options. The option chosen here will prevail even if the 'SLA Plan' for the selected 'Help Topic' and 'Department' is different.

•

Due Date: Enter the date and time within which the ticket should be closed. This will override the SLA Plan.

•

Assign To: Select the staff member to whom the ticket should be assigned. The option chosen here will prevail even if the 'Agent' for the selected 'Help Topic' is different.

Ticket Details •

Issue Summary: Enter in brief about the issue.

•

Issue Details: Enter the details of the issue in the text editor. To clear the field, click the trash can icon at top right side.

•

Priority Level: Select the priority level for the new ticket. The option chosen here will prevail even if the 'Priority' for the selected 'Help Topic' is different.

•

Asset Type: Select the category of asset for the ticket.

•

Category: Select the type of category for the ticket. The options available are 'Alert', 'Order' and 'Problem'.

•

Sub Category: Enter the category information for the ticket.

Response •

Canned Response: Select the 'Canned Response' that will be sent to the user on whose behalf the ticket is being created. Refer to the section Canned Responses for more details. Enable 'Append' if the canned response should be added at the end of response.

•

Enter the response to the ticket in the text editor. To clear the field, click the trash can icon at top right side.

•

Ticket Status: Select it to close the ticket when the response is sent to the user.

•

Internal Note •

Add notes for the ticket that are for internal purpose only.

•

Click the Open button to create the ticket on behalf of a user.

•

Click the Reset button to clear all selections and entries.

4.4

Managing Knowledgebase

The Service Desk 'Knowledgebase' feature allows staff members to create documents which contain solutions to commonly faced problems. These can be used to form a body of reference for fellow staff members and users alike. FAQs are of two types: 'Public' and 'Internal'. While the former are 'public' and intended for end-user reference, the latter are intended for staff members and administrators. FAQs are grouped under different categories for easy reference. The 'Knowledgebase' tab also has a 'Canned Responses' section that enables staff members to create and store standard replies. This makes it easier for staff members to reply to tickets. Please note the settings to enable 'Knowledgebase' and 'Canned Response' is available in 'Admin Panel' > 'Settings' tab > 'Knowledgebase'. •

To open the Knowledgebase interface, click the 'Knowledgebase' tab from the staff panel

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By default, the 'FAQs' section will be displayed. Following sections explain more on: •

Managing FAQs

•

Managing Categories

•

Canned Responses

4.4.1

FAQs

Staff members can post solutions to some of the most commonly and easily solvable issues in the Knowledgebase section in order to help and encourage users to refer to them before raising a ticket. This will save time for users as well as allow staff members to devote time for more important issues. FAQs are grouped under different categories and can be added only under an existing category. You can also add tickets to FAQs, which will display the questions and responses in the ticket thread. You can choose to keep FAQs internal (so they can be viewed by only by staff members) or make them public (so they can be viewed by users in the web portal under the 'Knowledgebase' tab). If you want to add a new type of FAQ that cannot be grouped under the existing set of categories, then first create a new category and then add the FAQ in that. Refer to the section 'Managing Categories' for more details. FAQs can also be linked with Help Topics that are relevant to the topics and makes it easier for users to search for in the web portal. To open the FAQ screen, click 'Knowledgebase' and then click 'FAQs' in the 'Staff Panel'.

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The upper part of the FAQ screen allows staff members to filter and search for FAQs. The lower part of the screen displays the FAQ categories available in Knowledgebase. The number within the parentheses indicate the number of FAQs grouped in the respective category.

Filter Options The filter option allows to search for FAQs by entering part or full question in the text field. The search can also be filtered further by specifying the FAQ category, help topic, organization and/or asset category. The 'All Organizations' and 'All Assets' options are used for searching ticket threads that have been added to the Knowledgebase. •

Enter the FAQ question in part or full in the text filed and click the ''Search' button.

•

To refine your search much further, you can group the options from 'All Categories', 'All Help Topics', 'All Organizations' and 'All Assets' and click the 'Search' button.

The results will be displayed per the entered / selected search parameters. To display all the FAQ categories, clear the fields and click the 'Search' button or simply click the 'FAQs' link at the top. The lower part of the screen allows you to view a FAQ, add a new FAQa to a category, edit, publish or unpublish and delete a FAQ. •

View a FAQ

•

Add a FAQ to a category

•

Edit a FAQ

•

Publish / Unpublish a FAQ

•

Delete a FAQ

To view a FAQ •

Click on the name of the category.

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The list of FAQs under the chosen category will be displayed. •

Hover your mouse on the question you wish to view.

The question and answer will be displayed as a tooltip.

The tooltip also has shortcuts to view the full FAQ page, view the attachments and edit it. •

To view the full FAQ page, click the 'View' link

•

To view the attachments like supporting documents and images added to the FAQ, click the 'Attachments' link

•

To edit the FAQ, click the 'Edit' link

See the explanation of editing a FAQ for more details.

To add a FAQ to a category •

Click on the name of the category to which you want add a FAQ.

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Comodo One MSP - Service Desk - Administrator Guide The list of FAQs in the category will be displayed. You can edit or delete category from this screen also. Refer to the section 'Managing Categories' for more details. •

Click on 'Add New FAQ'

The 'Add New FAQ' screen will be displayed. FAQ Information •

Question: Type the question or suitable title related to the subject.

•

Category Listing: Select the category under which the FAQ should be listed.

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Listing Type: Select whether you want to make the FAQ to be visible to users or for staff members only. If you choose 'Public', then the users can refer to the FAQ in the web portal.

Answer •

Enter the solution for the question in the text field.

Attachments •

To add any attachments to the FAQ, click the 'Browse' button, select the required file and click the 'Open' button. To remove the attachment, click on the file and select 'OK' from the confirmation screen.

Help Topics •

Select the help topic that you want the FAQ to be listed under it. This is will help users to search for under a help topic in the web portal.

Internal Notes •

Add notes for the FAQ that are for internal purpose only.

The 'FAQ successfully added' screen will be displayed.

From the screen you can also edit, publish, unpublish or delete the FAQ using the 'Options' drop-down.

Editing a FAQ FAQs can be edited to update answers, change help topics, add/remove internal notes and more. This is useful to add answers for FAQs that are generated from tickets. To edit a FAQ •

Click on the name of the category from the FAQ interface

•

Click on the category in which the FAQ that you want to edit is placed.

The list of FAQs in the category will be displayed. •

Click on the FAQ that you want to edit.

The 'FAQ details' screen will be displayed.

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•

Click the 'Edit FAQ' link on the right side or from the 'Options' drop-down, select 'Edit FAQ' and click the 'Go' button. OR

•

Choose 'Edit FAQ' from the 'Options' drop-down and click 'Go'

•

Alternatively, place the mouse cursor on the name and click the 'Edit' link from the tool-tip.

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The 'Update FAQ' screen will be displayed.

The form is similar to Add New FAQ form. For descriptions of parameters to be entered in the form, refer to the explanation of adding a new FAQ. â&#x20AC;˘

Edit the FAQ and when done, click the 'Save Changes' button.

Publishing / Unpublishing a FAQ FAQs that are made 'Internal' can be viewed only by staff members and FAQs that are published will be available in the web Comodo One MSP - Service Desk - Administrator Guide | ÂŠ 2016 Comodo Security Solutions Inc. | All rights reserved.

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Click on the name of the category from the FAQ interface

•

Click on the category in which the FAQ that you want to edit is placed.

The list of FAQs in the category will be displayed. •

Click on the FAQ that you want to publish/unpublish

The 'FAQ details' screen will be displayed.

•

To unpublish a published FAQ and make it internal, select 'Unpublish' from the Options drop-down

•

To publish an internal FAQ to allow it to be viewed by the users, select 'Publish' from the Options drop-down

•

Click 'Go' beside the 'Options' drop-down.

Alternatively, you can open the 'Update FAQ' for the question by selecting 'Edit FAQ' from the 'Options' drop-down and change the 'published' status of the FAQ. See the explanation of editing a FAQ for more details.

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Removing a FAQ FAQs that are no longer needed can be removed from Service Desk. To delete a FAQ •

Click on the name of the category from the FAQ interface

•

Click on the category in which the FAQ that you want to delete is placed.

The list of FAQs in the category will be displayed. •

Click on the FAQ that you want to publish/unpublish

The 'FAQ details' screen will be displayed.

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â&#x20AC;˘

Select 'Delete FAQ' from the 'Options' drop-down and click the 'Go' button.

The 'FAQ deleted successfully' confirmation screen will be displayed.

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4.4.2

Managing Categories

Frequently Asked Questions (FAQs) can be added under various categories to the Service Desk 'Knowledgebase'. Before creating a FAQ, it is essential that a relevant category is available or you should create a new category for the FAQ can be placed under it. Similar to the FAQs that are categorized as either 'Public' or 'Internal', 'Categories' are also marked as either 'Public' or 'Internal'. All FAQs under categories that are published will be available in the web portal for the users to refer to the published FAQs in them. All FAQs under categories that are marked as 'Internal' are meant for staff members to refer to and will not be available in the web portal. If a category is made internal then all FAQs available in them will not be available for user reference irrespective of their status. •

To open the 'Categories' interface, click the 'Knowledgebase' tab from the 'Staff Panel' and choose 'Categories'.

The number of category entries displayed in the list can be set from the My Profile interface.

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order as per the column header

Column Headers •

Name: The name of the category. Clicking on a name will open its update screen.

•

Type: Indicates whether the category is published or internal.

•

FAQs: Displays the total number of FAQs available under the category. Clicking on the number will take you to the respective 'FAQ Category' screen. Refer to the section 'FAQs' for more details.

•

Last Updated: Precise date and time at which the category details was edited and updated.

From the interface, a staff member can: •

Add a new category

•

Edit a category

•

Delete a category

•

Mark a category as public or private

To add a new category •

Click the 'Add New Category' link at the right side of the screen.

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The 'Add New Category' screen will be displayed.

•

Category Type: Select whether the FAQ category should be marked as 'Public' or 'Private'. By default it will be selected as 'Private'.

•

Visible for Group: Allows you to specify which group(s) of staff can view the FAQs in the category. Select 'All' to allow all groups to view the FAQs in the category. To restrict the visibility of the FAQ category, select 'Only Selected', and select the groups that will be allowed to view the FAQs.

•

Visible for Organizations: Allows you to decide which organizations' users can view the FAQ category. Select 'All' to allow all users to view the FAQs in the category. To restrict the visibility, choose 'Only Selected', and select the organizations whose users will be allowed to view the FAQs.

•

Category Name: Enter a name for the FAQ category, shortly describing it.

•

Category Description: Enter a brief description for the category.

•

Internal Notes: Add notes for the category that are for internal purpose only.

Click the 'Reset' button to clear the fields.

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Click the 'Add' button to save the category.

To edit a category •

Click on the category to be edited from the 'Categories' interface

•

Alternatively, open 'Knowlegdebase > 'FAQs' page, click on the FAQ category to be edited and click 'Edit Category' from the FAQ list page

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The 'Update Category' screen will be displayed. The form is similar to 'Add New Category' form. For descriptions for parameters in the 'Update Category' page, refer to the explanation of adding a new category. •

Edit the category as required and click the 'Save Changes' button.

To delete a category •

Select the category and click the 'Delete' button at the bottom.

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•

Alternatively, open 'Knowlegdebase > 'FAQs' page, click on the FAQ category to be edited and click 'Delete Category' from the FAQ list page

•

Click 'OK' in the confirmation screen.

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Note: Removing a category will also delete the FAQs under it.

To mark a category as public or private •

•

4.4.3

Click 'Knowledgebase' > 'Categories' to open the 'Categories' interface

•

To publish a category, select it and click the 'Make Public' button.

•

To make a category as private, select it and click the 'Make Internal' button.

In the confirmation screen, click the 'Yes, Do it!' button.

Canned Responses

The 'Canned Responses' feature allows staff members to store replies for commonly requested items. It can be used in 'Ticket Details' to automate the process of sending out 'Canned Responses' for a ticket filter match. For example, if you filer tickets for a certain help topic, you can select a specific 'Canned Response' and send it in response to the tickets. You can insert variables in the responses to fetch information such as ticket number, email address and more. Please note the setting to enable 'Canned Response' is available in Admin Panel > Settings tab > Knowledgebase > Canned Responses. However, disabling it will not Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide affect the 'Canned Responses' being sent for tickets that matches the 'Ticket Filters'. •

To open the 'Canned Responses' interface, click the 'Knowledgebase' tab and choose 'Canned Responses'.

Tip: The number of 'Canned Response' entries to be displayed in each page can be set from the My Profile interface.

Sorting the items •

Clicking on a column header sorts the items in ascending/descending order of entries in that column

Column Headers •

Title: The name of the 'Canned Response'. Clicking on a name will open its update screen.

•

Status: Indicates whether the 'Canned Response' is active or disabled. Only 'Active' responses will be available for selection from 'Ticket Details' interface while managing a ticket. Refer to the section Ticket Details for more details.

•

Department: Displays to which department the pre-made reply is assigned and will be available for response to tickets for that department.

•

Last Updated: The date and time the 'Canned Responses' was edited and updated.

From the interface, a staff member can: •

Add a new 'Canned Response'

•

Edit a 'Canned Response'

•

Delete a 'Canned Response'

•

Enable or disable a 'Canned Response'

To add a new 'Canned Response' •

Click the 'Add New Response' link at the top right of the list of canned responses.

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The 'Add New Canned Response' screen will appear. Canned Response Settings •

•

Status: Allows you to choose whether the canned response should be enabled by default or not. •

Active: The 'Canned Response' will be enabled and will be available for selection while processing a ticket, from the 'Response' drop-down in the 'Ticket Details' interface. Refer to the section Ticket Details for more details.

•

Disabled: The canned response will not be available for selection in the ticket details interface. You can enable the response at anytime.

Department: Select the department to which the 'Canned Response' will be assigned. The response will be available for tickets that are assigned this department. If 'All Department' is selected, then it will be available for all ticket responses.

Canned Response •

Title: Enter a suitable title for the pre-made reply.

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Canned Response: Enter the reply text in the text editor. You can also insert variables into the text to fetch relevant information for the ticket from the database. To view the full list of variables available in Service Desk, click the 'Supported Variables' link.

•

Canned Attachments: To add any attachments to the reply, click the 'Browse' button, select the required file and click the 'Open' button. To remove the attachment, click on the file and select 'OK' from the confirmation screen. You can attach up to 10 files per 'Canned Response'.

•

To clear the text, click the trash can icon at the top right.

Internal Note •

Add notes for the 'Canned Response' that are for internal purpose only.

•

Click the 'Reset' button to clear all selections and entries.

•

Click the 'Add Response' button to save the reply text.

To edit a 'Canned Response' •

Click on the title of the canned response to be edited

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The 'Update Canned Response' screen will be displayed. The screen is similar to Add a New Canned Response screen. For descriptions of the parameters, refer to the explanation of adding a new canned response. •

Edit the canned response as required and click the 'Save Changes' button.

To delete a 'Canned Response' •

Select the canned responses you want to remove, from the list and click the 'Delete' button at the bottom of the list

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•

Click the 'Yes, Do it!' button in the confirmation screen.

Enable or disable a 'Canned Response' •

To disable active canned response(s), select it/them and click the Disable button from the bottom of the list

•

To make disabled canned responses active, select them and click the Enable button from the bottom of the list

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Click the the 'Yes, Do it!' button in the confirmation dialog.

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4.5

Managing Projects

Service Desk allows staff members to create projects by integrating tasks with any associated tickets. Each task can be assigned a duration and associated with sub-tasks and tickets. Tasks can be updated with completion percentages, time spent and billable time till completion. Projects are displayed as a Gantt chart, allowing you to monitor overall project status and track them for completion within set duration. •

To open the 'Projects' interface, click the 'Projects' tab in the 'Staff Panel'.

Existing projects are listed in the first column. •

Duration - The total duration of a project is the combined duration of its individual tasks.

•

Completion - The total completion status of a project is calculated from the completion percentage of individual tasks in the project.

•

Time Spent - Total time spent in individual tasks, sub tasks and tickets.

•

Billable Time - Total billable time spent in individual tasks, sub tasks and tickets.

•

Start Date - Date at which the project was started, or is due to start.

•

End Date - Date and which the project was completed, or is due to be completed. Completion date is calculated from the total duration of individual tasks in the project.

•

Clicking on a column header sorts items in ascending/descending order. To search for a project, enter its name in full or part in the name field and click 'Search'.The 'From' and 'To' date fields allow you to search for projects whose lifecycle falls within a specified date range.

From the Projects interface, staff members can: •

Create a new project and add Tasks and Sub Tasks

•

View the project status and update it

•

Remove a project

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Comodo One MSP - Service Desk - Administrator Guide Creating a new Project Staff members can create new projects and integrate tasks to it. Each task/sub task should be specified with a duration. To create a new project •

Click 'Add New Project' from the 'Projects' interface

The Project Properties dialog will appear. •

Enter a name for the project

•

Enter the start date of the project by clicking the calendar icon beside 'Start Date' and selecting the date

•

Click 'Save'

A new project will be created and the project page will be displayed. The project title will be added as the root task to the project. You can add sub-tasks at required hierarchy levels and associate tickets with them.

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•

To add a sub-task: •

Select the root task and click the 'Add Sub-Task' button at the top right

The 'Add/Edit Task' dialog will appear. •

Enter the name of the task

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Enter the time required (in hours) to complete the task in the 'Duration' field

•

If the task is in-progress, enter the completion percentage in the 'Completion %' 'field

The time spent field will be automatically populated from the entered values.

•

Enter the quantity of chargeable hours in the 'Billable Time' field using the sliders and click 'Save'.

•

Repeat the process to add more tasks.

To add another main task, select the project and click 'Add New Task'. This will create a sibling task.

The 'Add/Edit Task' dialog will appear. •

Enter the name for the task

•

Enter the time duration required (in hours) to complete the task in the 'Duration' field

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If the task is in-progress, enter the completion percentage on it in the 'Completion %' 'field

The time spent field will be automatically populated from the entered values.

•

Enter the quantity of chargeable hours in the 'Billable Time' field using the sliders and click 'Save'.

•

Repeat the process to add more tasks.

To add a sub-task to a main-task: •

Select the parent level task

•

Click the 'Add Sub-Task' button and repeat the process as outline above.

The duration and completion percentage of the parent task will be updated as per the figures entered in the corresponding fields of all sub-tasks. •

To link a ticket to a task •

Select the task/sub-task to which the ticket is to be linked and click 'Add New Ticket

The Add/Edit ticket dialog will appear. •

Enter the ticket number or subject of the ticket in the 'Search Ticket' field and choose the ticket to be added from the drop-down options.

The time spent and billable time will be automatically populated for the progress of the ticket so far. •

Enter the duration for the ticket completion and the completion percentage in the respective fields.

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Click 'Save'.

The ticket will be linked to the task.

The time spent on the task and the billable time will be fetched from the ticket details and automatically updated. You can also add sub-tickets to a task/sub-task, which is processed concurrently with the main tickets. The duration and completion percentage of the sub tickets will not count towards the total duration and completion percentage of the project.

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• •

To delete a task, sub-task, ticket or a sub-ticket, select the item and click 'Delete Item'.

Click 'Save' in the project viewer interface to save your changes.

Viewing Project Status and Updating it Administrators or staff members can view the status of individual tasks and sub-tasks, tickets and sub-tickets and overall progress of a project from the Project Viewer interface. To view a project •

Open the Projects interface by clicking the 'Projects' tab from the 'Staff Panel'

•

Click a project name to open the project time-line:

The tasks, sub-tasks, tickets and sub-tickets added to the project are displayed as a tree structure in the first column. The left hand side pane shows the details of each item and the right hand side pane shows progress of each item as a Gantt chart. Project Viewer - Column Descriptions Column

Parent level Task

Child Task

Tickets/Sub Tickets

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Header Duration

The total duration of a parent level Duration of the individual task, as task is the combined duration of its entered while adding/editing it or child tasks and tickets. the combined duration of the tickets linked to it.

Duration of the ticket

Note: Sub tickets are excluded for calculation of duration. Completion

The total completion status of a parent level task is calculated from the completion percentages of child tasks and tickets.

The completion percentage of individual task or the combined completion percentages of tickets linked to it.

Completion percentage of individual ticket

Note: Sub tickets are excluded for calculation of completion status. Time Spent

Total time spent in child tasks and tickets.

Time spent on individual task or the Time spent on individual ticket combined time spent on tickets linked to it, excluding the subtickets. Note: Sub tickets are excluded for calculation of time spent.

Billable Time

Total billable time spent in child tasks and tickets.

Billable time spent on individual task or the combined billable time spent, from tickets linked to it, excluding the sub-tickets.

Billable time spent on individual ticket

Note: Sub tickets are excluded for calculation of billable time spent. Start

Date at which the task was started, Date at which the task was started, Date at which the ticket was or is due to start. or is due to start. started.

End

Date and which the task was completed, or is due to be completed. Completion date is calculated from the total duration of child tasks.

•

Date at which the individual task Date at which the individual ticket was completed, or is due to be was completed, or is due to be completed. Completion date is completed. calculated from the duration of the individual task or the total duration of tickets linked to it.

To add a new item, click the respective button from the top right and enter the details of the item in the 'Add/Edit Task' or 'Add/Edit Ticket' dialog. For more details, refer to the explanation above.

To edit/update a task •

Click the pencil icon at the left of the item or double click on the respective bar in the Gannt chart.

The Add/Edit Task dialog will appear for the respective task. Parent Level Task

Child Level or Terminal Task

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•

Task Name - Displays the name of the task. You can change the name of the task by directly editing the field.

The 'Time Spent', 'Duration Hrs', 'Completion % ' and 'Billable Time' are automatically populated from the sums of the respective values in the child tasks. •

Click 'Save' for your changes to take effect

•

Task Name - Displays the name of the task. You can change the name of the task by directly editing the field.

•

Duration - Allows you to update the time duration required (in hours) to complete the task

•

Completion % - Allows you to update the completion percentage

The time spent field will be automatically populated from the entered values. •

Billable Time - Allows you update the billable time spent on the task

•

Click 'Save' for your changes to take effect

The duration and completion percentage will automatically be updated for the parent task to which the child task is linked.

•

Click 'Save' in the 'Projects' interface

To update a ticket or a sub-ticket •

Click the pencil icon at the left of the item or double click on the respective bar in the Gannt chart.

The 'Add/Edit Ticket' dialog will appear for the respective task.

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To change the ticket item linked to the task, enter the new ticket number/subject of the ticket in the Search Ticket field.

•

To change the Duration, directly enter the new duration in the Duration field

•

To change the completion percentage, enter the new completion level in the Completion % field

The 'Time Spent' and 'Billable Time' are fetched from the ticket and are uneditable. •

Click 'Save' for your changes to take effect.

The duration and completion percentage will automatically be updated for the task to which the ticket is linked. •

Click 'Save' in the 'Projects' interface

Removing a Project Projects that are completed or no longer required, can be removed from Service Desk. To remove project(s) •

Open 'Projects' interface by clicking the 'Projects' tab from the 'Staff Panel'

•

Select the project(s) to be removed and click 'Delete'

A confirmation dialog will appear.

•

4.6

Click 'Yes, Do it!' to remove the project

Managing Staff Time Sheets

Service Desk allows staff members to maintain time sheets for administrators to evaluate their performance and track their Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide working hours. Staff members can create time sheets for different time periods and import tasks from the tickets they worked on. Completed time sheets can be submitted to the administrators for approval. In turn, administrators can approve, reject or edit the time sheet. Rejected time sheets can be re-edited by staff and re-submitted for approval. The Time Sheets interface in the Staff Panel allows staff members to view, add, update and submit time sheets. •

To open the Time Sheets interface, click 'My Time Sheets' in the Staff Panel.

The category options below the tab structure allow you to view your time sheets with different statuses and to create new time sheets. •

Not Submitted - Displays time sheets that are yet to be submitted for administrator approval. These sheets can be updated/edited at anytime and submitted.

•

Rejected - Displays time sheets that were submitted but rejected by the administrator. Clicking on a time sheet allows you to view administrator notes, edit the sheet and re-submit it for approval.

•

Awaiting Approval - Displays time sheets that were submitted but have yet to receive a response from an administrator. You can only view the sheet but not edit the details

•

Approved - Displays time sheets that have been approved by an administrator. Clicking on a time sheet allows you to view notes from the administrator and the details in the sheet. You cannot edit or delete the sheets.

•

New Time Sheet - Allows you to create a new sheet. See Adding a New Time Sheet for details.

Column Headers The column headers are the same for the lists of all categories are same. •

Period - Displays the date range of the time period covered by the time sheet. Clicking on the date range opens the sheet and allows you to view the entries and update/edit the tasks/time spent. See Updating a Time Sheet for more details.

•

Hours - Displays the total hours spent by you on the tickets and other tasks, within the time period.

•

Status - Indicates the status of the sheet, whether it is yet to be submitted for approval, awaiting for approval, rejected or approved.

Sorting Options •

Clicking on a column header sorts the items in ascending/descending order of the entries in that column

Search Options: You can search for time sheets that fall within a specified date range under the chosen category. •

To search for time sheets enter the 'From' date and 'To' date using the calendar icons beside the respective fields and click 'Search',

•

To clear the results and display all items, clear the 'From' and 'To' fields and click the 'Search' button again or simply click the respective category link.

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Adding a Time Sheet

•

Updating a Time Sheet

•

Submitting a Time Sheet for approval

•

Deleting a Time Sheet

Adding a Time Sheet A staff member can add new time sheet by specifying the time period to be covered. Once created, the staff can update the sheet by adding tasks attended and time spent on daily or hourly basis as per convenience and on completion can submit the sheet to the administrator for approval. To add a new time sheet •

Click the 'New Time Sheet' link from the My Time Sheets interface

•

Select the period from the 'Period' drop-down. The available options are: •

Weekly - Allows you to select current week or any previous/forth coming week starting from Sunday to Saturday, by clicking the clicking the calendar icon beside it.

• •

Click 'Done' after selecting a week.

First Half of Month - Allows you to include the first fortnight of the current month or any previous month

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• •

Second Half of Month - Allows you to include the second fortnight of the current month or any previous month.

• •

Click 'Done' after selecting a month.

Monthly - Allows you to include a full month from 1st to 30th/31st of the current month or any previous month.

•

Click 'Done' after selecting a month.

Click 'Continue' in the Set Time Sheet's Period dialog after selecting the date range to be covered by the sheet.

A new sheet will be added for the date range under 'Not Submitted' category. You can update the activities to the sheet and click Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved.

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Comodo One MSP - Service Desk - Administrator Guide 'Save'. Refer to the next section Updating Time Sheet for more details.

Updating a Time Sheet The staff member can update their time sheets for adding tasks and time spent on each, in two ways: •

Importing the details from the tickets that they worked on

•

Manually entering the details of miscellaneous jobs executed by them and time spent

To update a time sheet •

Open the Time Sheets interface by clicking 'My Time Sheets' from the Staff Panel

•

Click on the time sheet to be updated

Note: Only the time sheets under the 'Not Submitted' and 'Rejected' categories can be edited.

The screen for updating the time sheet will open, displaying each activity in a line, total time spent on it and time spent on them on each day in the time period covered by the time sheet. The screen displays the first week, within the period by default. To view the details on the previous or next weeks, use the 'Previous Week' and 'Next Week' links at the top. •

To import the tickets you worked on and time spent, within the time period, click he 'Update Ticket's Data' button.

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•

Click 'OK' in the confirmation dialog

The tickets numbers and time spent by you on the days that fall within the period covered by the time sheet, will be automatically fetched from the server and populated for respective days in the time sheet. You can repeat this process repeatedly within the time period to update the sheet with latest details.

• •

Click Save for your changes to take effect

To manually add an activity, click 'Add New Line'

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The 'Time Sheet Entry' dialog will appear. •

Enter the name of the Activity in the Activity field

•

Enter the time spent on the activity on a day, by clicking inside the field at the right of the day and selecting the hours, minutes and seconds from respective sliders.

•

Click 'Done'.

•

Repeat adding the time for each day you worked on the same activity

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•

Click 'OK' in the 'Time Sheet Entry' dialog.

The activity will be added to the list.

•

Click 'Save' for your changes to take effect

You can update the activity at any time by clicking on it. •

To remove an activity, click the trash can icon beside it.

•

To submit the sheet for administrator approval, click the 'Submit' button from the top

Submitting a Time Sheet for Approval Staff members can forward completed time sheets for approval by the administrator. Once submitted, the time sheet will move to 'Awaiting Approval' category. The administrator can assess the time sheet and can accept or reject the time sheet, leaving their comments/notes. You can view the approved or rejected time sheets under the respective category lists. Rejected time sheets can be updated or edited and re-submitted for approval. Note: Only the time sheets under Not Submitted and Rejected categories can be submitted for approval.

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To submit time sheet(s) •

Open the Time Sheets interface by clicking 'My Time Sheets' from the Staff Panel

•

Select the time sheet(s) to be submitted and click 'Submit'

A confirmation dialog will appear.

•

Click 'Yes, Do It!' in the confirmation dialog.

•

Alternatively, to submit a single sheet, open the sheet by clicking on it and click 'Submit' from the top.

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Comodo One MSP - Service Desk - Administrator Guide Deleting a Time Sheet Time sheets that are no longer needed, can be removed from the list by the staff member. Note: Only the time sheets under Not Submitted and Rejected categories can be removed. To remove time sheet(s) •

Open the Time Sheets interface by clicking 'My Time Sheets' from the Staff Panel

•

Select the time sheet(s) to be removed and click 'Delete'

A confirmation dialog will appear.

•

Click 'Yes, Do It!' in the confirmation dialog.

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About Comodo The Comodo organization is a global innovator and developer of cyber security solutions, founded on the belief that every single digital transaction deserves and requires a unique layer of trust and security. Building on its deep history in SSL certificates, antivirus and endpoint security leadership, and true containment technology, individuals and enterprises rely on Comodo’s proven solutions to authenticate, validate and secure their most critical information. With data protection covering endpoint, network and mobile security, plus identity and access management, Comodo’s proprietary technologies help solve the malware and cyber-attack challenges of today. Securing online transactions for thousands of businesses, and with more than 85 million desktop security software installations, Comodo is Creating Trust Online®. With United States headquarters in Clifton, New Jersey, the Comodo organization has offices in China, India, the Philippines, Romania, Turkey, Ukraine and the United Kingdom.

Comodo Security Solutions, Inc.

Comodo CA Limited

1255 Broad Street

3rd Floor, 26 Office Village, Exchange Quay, Trafford Road, Salford, Greater Manchester M5 3EQ,

Clifton, NJ, 07013 United States Email: EnterpriseSolutions@Comodo.com

United Kingdom. Tel : +44 (0) 161 874 7070 Fax : +44 (0) 161 877 1767

For additional information on Comodo - visit http://www.comodo.com.

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