Comodo One Software Version 3.5

Transcription

1 rat Comodo One Software Version 3.5 Service Desk Quick Start Guide Guide Version Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

2 Comodo Service Desk - Quick Start Guide This tutorial explains how Comodo One 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 - Create Service Contract for Organizations Step 8 - Managing Tickets Step 9 - Managing Knowledgebase Step 10 - Access Control Settings Step 11 - Configuring Auto-response s Step 12 - 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 Once logged-in, place your mouse over the left-menu and click 'Licensed Applications' Click on 'Service Desk' to open the application Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 2

3 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 Roles and Department Before adding new support staff members, you first have to create roles to be assigned to the new members. You can define custom permission levels and restrictions on access to departments for each role. By default, service desk inherits three roles from Comodo One: Account Administrator Administrator Technician Staff members added through the Comodo One portal will be imported into Service Desk with the role as assigned in the C1 console. You can reassign the role to each staff member in service desk as desired. To create a new role Switch to the 'Admin Panel'. Click on the 'Staff' tab in the 'Admin' panel and select 'Role'. Click the 'Add New Role' link at the top right. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 3

4 In the 'Add New Role' form, enter the name of the role and select the permissions that should apply to its members. The 'Department Access' section allows you choose which departments staff members can access. Staff members will be able to access those departments with the permission levels you specify for the role. Enter any notes in the 'Admin Notes' field and click the 'Create Role' button. The new role will be created and will be listed in the 'User Role' 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 - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 4

5 In the 'Add New Department' form, enter the name of the 'Department'. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 5

6 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 online help page at for more details. Select the settings for outgoing s. Refer to the online help page at for more details. Select the settings for auto-response mails to users whose tickets are assigned to this department. Refer to the online help page at for more details. Select the recipients to whom alerts will be sent. Refer to the online help page at for more details. In the 'Role Access' section, select members of other roles 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 interface at Staff created in the C1 portal will be available in Service Desk, and also available for selection in other C1 products. By default, the staff members will be imported into Service Desk with the same role as assigned from the C1 portal. But the role can be changed with respect to Service Desk as desired. Click icon at the top and then click the 'Staff' option. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 6

7 Staff List - Table of Column Descriptions Column Header Name Verified Role Description The name of the administrator or staff member The address of the administrator or staff member Indicates whether the administrator or staff member has verified their address by clicking the link in the verification . Admins and staff can only login to C1 after verifying their address and creating a password. Indicates the role assigned to a staff member. Each role can be configured to have different permissions to access Service Desk features and interfaces. To add Administrators/Staff Click the 'New Staff' button at top left The 'New Staff' form will be displayed. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 7

8 Note: Staff with 'Admin' privileges can only be added by the account administrator. Enter the name of the Administrator or Staff in the 'Name' field. Enter the address of the Administrator or Staff to which the verification will be sent. Select the role of the staff from the drop down menu. 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. 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 Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 8

9 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 Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 9

10 should be displayed and the response mail that should be sent. Custom Form: The form which the user will complete if they select this help topic. Custom forms can be tailored to gather specific information from a customer when they request help on a certain help topic. 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 help page at 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 help page at for more details about creating web pages. Auto-response: Choose whether or not an auto-response s should be sent to the user for the ticket activities. For more details on managing templates for auto-response mails, refer to the help page at For more details on granular configuration of auto-response settings at global level, refer to the help page at For more details on granular configuration of auto-response settings at department level, refer to the help page at 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 lifecycle. 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 online help page at for more details. Step 5 - Enroll Users New users can create accounts then submit tickets at the client portal URL (e.g. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 10

11 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 7. 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'. 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, and phone number and click the 'Add User'. The new user will be created as a 'Guest'. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 11

12 To upgrade to full user account, click the 'Register' button. Review the form details then click the 'Create Account' button. The status of the account will change to 'Locked (Pending Activation)'. An 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 - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 12

13 After updating their profile, the status of the user account will change to 'Active (Registered)'. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 13

14 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 help page at Organizations.html 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 ITSM). 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. You can also create a new organization directly from a user's detail screen. 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' Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 14

15 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 - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 15

16 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 help pages at and for more details about the details to be Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 16

17 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 Note: The feature for adding and managing companies is available for C1 account that is registered as Managed Service Provider (MSP) as business type. C1 Enterprise account administrators can add organizations from the SD interface. Log in at Click the customer icon on the menu bar The Customer interface displays the list of customer organizations added to Comodo One. Company List - Table of Column Descriptions Column Header Description Name Contact Address Postal Code Description The name of the company address of the contact person of the organization. The address of the organization The area postal code of the organization A short description of the organization To add an organization Click the 'New Customer' button from the 'Customer' interface Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 17

18 The 'New Customer' 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 Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 18

19 The 'Add New Organization' screen will be displayed: Name: Enter the name of the new organization. Web Domain: Enter the registered domain name for the 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 online help page Managing-Organizations.html at for more details. Step 7 - Creating Service Contracts for Organizations Administrators or staff members can create service contracts with client organizations for the purpose of billing. Contracts can include: A weekly/bi-weekly/monthly/yearly fee Pre-paid service hours covered by the fee within the billing period Custom service rates for working on different asset types for that organization Time spent on tickets for the organization which fall within the number of pre-paid hours will be covered by the contract fee. Hours which exceed the pre-paid hours will be charged at the customer-specific asset rate as specified in their contract. If no customer-specific rates are included in the contract, then the global rates for each asset type Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 19

20 will be applied. Global rates can be specified in the Manage > Assets interface. Refer to the online help page at for more details. For more details on the service contracts, refer to the online page at To create a contract: Switch to the Staff Panel and click the 'Contracts' tab Click 'Add Contract' at the top-right of the 'Contracts' interface Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 20

21 Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 21

22 The 'New Contact' form will open. General Information Contract Parameters Asset Rates Contract Name - Enter a short name for the contract shortly describing its purpose Company - Choose the organization for which the contract is created Contract Details - Enter a short description of the contract Start Date - Click the calendar icon to specify the date from which the contract is effective End Date - Click the calendar icon to specify the date that the contract ends. Prepaid Hours - Enter the time that is offered as non-chargeable for the organization. Only time spent on the tickets for the organization that exceed the time entered in this field will be chargeable. This is optional. Fee - Enter the subscription fee you will charge the customer. This is optional. Billing Period - Enter the subscription period. The available options are: Weekly Bi-Weekly Monthly Yearly Unused Hours - Choose whether or not the pre-paid hours remaining for the organization in one billing cycle should be carried over to the next billing cycle Enter the hourly rates for working on different asset types in tickets for the organization. If 'pre-paid hours' are defined in the contract, then, only the time exceeding the pre-paid hours will incur the charges specified here. Otherwise, these rates will apply for the entire time spent on tickets for that organization. If asset rates are not defined in the contract, then the global rates will be applied to the tickets pertaining to the organization. Global rates can be specified in the Manage > Assets interface. Refer to the online help page at Managing-Global-Rates-for-Assets.html for more details. Staff can specify the asset type worked on while creating or updating a ticket. Click 'Save' after completing the form. The new contract will be added and will take effect from the specified start date. The new contract will be added and will take effect from the start date mentioned in it. Step 8 - Managing Tickets Tickets raised by users can be viewed and managed in the 'Staff Panel', under the 'Tickets' tab. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 22

23 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, refer to the online help page at Tickets.html. 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 online help page at Options.html. Step 9 - 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 Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 23

24 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 online help page at Managing-Knowledgebase.html. Step 10 - 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 s that are sent to staff members and users for scenarios such as user account confirmation , forgot password mails for users and staff and more. To open the 'Access Control Settings' interface, click Settings > Access from the 'Admin Panel'. For more details, refer to the online help page at Settings.html. Step 11 - Configuring Auto-response s Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 24

25 In the ' Settings and Options' screen under the 'Settings' tab, you can select the default s that will be sent to users for alerts. You can add new s, which will be displayed in the options. The new s can be added in the ' s' tab available under the 'Admin Panel'. The interface also allows you to configure s that will be automatically rejected, create new templates and check the outgoing settings. For more details refer to the online help page at Managing- s.html. Step 12 - 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 Department wise Tickets Agents (admins/staff members) Users Resource Appointments Please refer to the main guide for more information about other settings such as for Autoresponder, Alerts & Notices and more. Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 25

26 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 Broad Street Clifton, NJ, United States EnterpriseSolutions@Comodo.com Comodo CA Limited 3rd Floor, 26 Office Village, Exchange Quay, Trafford Road, Salford, Greater Manchester M5 3EQ, United Kingdom. Tel : +44 (0) Fax : +44 (0) For additional information on Comodo - visit Comodo One - Service Desk - Quick Start Guide 2017 Comodo Security Solutions Inc. All rights reserved. 26