Comodo One Software Version 3.7

Transcription

1 rat Comodo One Software Version 3.7 Service Desk Administrator Guide Guide Version Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

2 Table of Contents 1 Introduction to Service Desk Module Quick Start Logging-in to the Service Desk Module Service Desk Admin Panel Admin Panel Dashboard Viewing the Dashboard and Exporting Reports Viewing Alerts & Notifications Service Desk Configuration Configuring Company Profile C1 Service Desk System Settings Ticket Settings and Options Settings and Options Access Control Settings Knowledge Base Settings and Options Autoresponder Settings Configuring Alerts and Notices Managing Service Desk Components Help Topics Ticket Filters Service Level Agreements (SLA) API Keys Web Pages Forms Custom Lists Viewing and Managing Global Rates for Assets Managing Materials and Expense Items Managing s Addresses Ban List Templates Testing Outgoing Settings Managing Staff Staff Members Staff Roles Departments Time Sheets Time Sheet Templates Material Approval Managing Announcements Generating Reports Time Log Reports Comodo Security Solutions Inc. All rights reserved. 2

3 2.7.2 Cost Reports Tickets Reports Assets Reports Department Ticket Reports Agent Reports Users Reports Resource Appointment Reports Scheduling Periodical Report Generation Service Desk Staff Panel Staff Panel Dashboard Viewing the Dashboard and Exporting Reports Viewing Staff Members My Profile Managing Users and Organizations Managing Users Managing Organizations Managing Tickets Ticket Details Managing Knowledgebase FAQs Managing Categories Canned Responses Managing Projects Managing Staff Time Sheets Managing Calendars Managing Contracts About Comodo Comodo Security Solutions Inc. All rights reserved. 3

4 1 Introduction to 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. The Admin Panel allows administrators to configure various settings including tickets, s, 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 Security Solutions Inc. All rights reserved. 4

5 2017 Comodo Security Solutions Inc. All rights reserved. 5

6 2017 Comodo Security Solutions Inc. All rights reserved. 6

7 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 address and ticket number. Ticket Creation - Allows users to raise tickets in multiple ways - via , 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 re-assignment 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, autoassign, 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 autoresponders 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'. Contracts - MSP administrators can create service contracts with customers as required. Contracts allow you to define weekly, bi-weekly, monthly or annual subscription fees for services and to offer 'pre-paid hours' that will be covered by the subscription. Administrators can also define rates for various asset types to calculate service charges. 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 2017 Comodo Security Solutions Inc. All rights reserved. 7

8 Service Desk Admin Panel Admin Panel Dashboard Service Desk Configuration Managing Service Desk Components Managing s Managing Staff Managing Announcements Generating Reports Service Desk Staff Panel 1.1 Staff Panel Dashboard Managing Users and Organizations Managing Tickets Managing Knowledgebase Managing Projects Managing Staff Time Sheets Managing Calendars Managing Contracts Quick Start 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 Comodo Security Solutions Inc. All rights reserved. 8

9 Once logged-in, place your mouse over the left-menu and click 'Licensed Applications' Click on 'Service Desk' to open the application 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 Security Solutions Inc. All rights reserved. 9

10 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 Security Solutions Inc. All rights reserved. 10

11 In the 'Add New Department' form, enter the name of the 'Department' Comodo Security Solutions Inc. All rights reserved. 11

12 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 details. Select the settings for outgoing s. Refer to the section ' s' 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 '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 Security Solutions Inc. All rights reserved. 12

13 Staff List - Table of Column Descriptions Column Header Description Name The name of the administrator or staff member The address of the administrator or staff member Verified 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. Role 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. 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 Comodo Security Solutions Inc. All rights reserved. 13

14 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 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' 2017 Comodo Security Solutions Inc. All rights reserved. 14

15 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. 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 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 s should be sent to the user for the 2017 Comodo Security Solutions Inc. All rights reserved. 15

16 ticket activities. For more details on managing templates for auto-response mails, refer to the section 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 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 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. 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 Security Solutions Inc. All rights reserved. 16

17 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'. To upgrade to full user account, click the 'Register' button Comodo Security Solutions Inc. All rights reserved. 17

18 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: 2017 Comodo Security Solutions Inc. All rights reserved. 18

19 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 ITSM) Comodo Security Solutions Inc. All rights reserved. 19

20 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' In the 'Organization for <user name>' screen, search for the organization in the search field Comodo Security Solutions Inc. All rights reserved. 20

21 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: 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 Security Solutions Inc. All rights reserved. 21

22 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 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 2017 Comodo Security Solutions Inc. All rights reserved. 22

23 The Customer interface displays the list of customer organizations added to Comodo One. Company List - Table of Column Descriptions Column Header Description Name The name of the company Contact 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 Click the 'New Customer' button from the 'Customer' interface The 'New Customer' form will be displayed Comodo Security Solutions Inc. All rights reserved. 23

24 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 2017 Comodo Security Solutions Inc. All rights reserved. 24

25 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 section 'Managing Organizations' 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 2017 Comodo Security Solutions Inc. All rights reserved. 25

26 will be applied. Global rates can be specified in the Admin Panel > Manage > Assets interface. For more details on the service contracts, refer to Managing Contracts. 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 2017 Comodo Security Solutions Inc. All rights reserved. 26

27 The 'New Contact' form will open. General Information Contract Name - Enter a short name for the contract shortly describing its purpose 2017 Comodo Security Solutions Inc. All rights reserved. 27

28 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. Contract Parameters 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 Asset Rates 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 Admin Panel > Manage > Assets interface. 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. Step 8 - Managing Tickets Tickets raised by users can be viewed and managed in the 'Staff Panel', under the 'Tickets' tab Comodo Security Solutions Inc. All rights reserved. 28

29 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 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 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 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' Comodo Security Solutions Inc. All rights reserved. 29

30 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 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 section 'Access Control Settings'. Step 11 - Configuring Auto-response s 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' Comodo Security Solutions Inc. All rights reserved. 30

31 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 section 'Managing s'. 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. 1.2 Logging-in to the Service Desk Module To access the Service Desk Module, login to C1 with your user name and password at Comodo Security Solutions Inc. All rights reserved. 31

32 2 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. Note: The Admin Panel is accessible only by staff members with Administrator role and other administrative roles with the privilege 'Can View Admin Panel' enabled. Refer to the section Staff Roles for more details Comodo Security Solutions Inc. All rights reserved. 32

33 2017 Comodo Security Solutions Inc. All rights reserved. 33

34 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. 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 s, 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. s - Enables an administrator to manage auto-response s that are sent to users and admins/staff members, configure banlist and manage templates. Refer to the section Managing s for details. Staff - Allows an administrator to manage staff members that provide support to users, create and manage Roles and Departments and assign staff members to them. Refer to the section Managing Staff for more details. Announcements - 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 at top right. To toggle between the Admin Panel and Staff Panel, click the Panel button located at the top of the interface. 2.1 Admin Panel Dashboard The Admin Panel dashboard provides a graphical summary of ticket activities and its related statistics. The dashboard also displays the statistical breakdown of tickets with respect to various parameters like Department, help topics, staff and more. The administrator can also view the statistics on their time spent on ticket related activities and a list of notifications sent to staff members Comodo Security Solutions Inc. All rights reserved. 34

35 Click on the following links for more details: 2017 Comodo Security Solutions Inc. All rights reserved. 35

36 Viewing the Dashboard and Exporting Reports Viewing Alerts and Notifications Viewing the Dashboard and Exporting Reports The Admin Dashboard displays a graphical summary of current tickets and the queue statuses for all clients. The Staff Dashboard displays similar information but only for clients assigned to respective staff member. The dashboard allows administrators to view overall statistics of tickets at various stages, a graph showing day wise, week wise or month wise activities on the tickets for a set time period and pie charts showing breakdown of numbers of tickets at various stages, segregated based on various parameters like departments, help topics, staff and so on Comodo Security Solutions Inc. All rights reserved. 36

37 To view the Admin Dashboard, click the 'Dashboard tab' in the Admin Panel Comodo Security Solutions Inc. All rights reserved. 37

38 Ticket Activity The upper pane of this section displays the total number of open tickets and a statistical summary of pending tickets and a heads up of numbers of tickets that are due shortly. The lower pane displays a graph showing day wise, week wise or month wise activities on the tickets. Ticket Activity - Total at the moment The 'Total at the moment' section displays the total number of open tickets and pie chart showing a breakdown of numbers of tickets that are yet to be attended (new), overdue and waiting for customer's response (Waiting Customer). The list at the right shows the heads up of numbers of tickets that are due on that day, the next day and next seven days. Placing your mouse on a sector displays the number of tickets in the respective status Ticket Activity - Graph The Ticket Activity graph shows the timeline graph of different ticket activities like tickets created, closed, re-opened, assigned and more. You can select the activities that are be displayed or hidden by clicking on the legend at the right. Hovering the mouse over a graph line displays the number of tickets with that activity on that period. By default, the graph displays the details for the past one month and results grouped day wise. To view the history of activities for a selected period of time, you can set the time period from the 'Report timeframe' drop-down options: 2017 Comodo Security Solutions Inc. All rights reserved. 38

39 Select the report start date by clicking the calendar icon beside the first textbox Select the period for which the history has to be displayed from the start date, from the period drop-down. Choose how the activities are to be grouped, that is, day wise, week wise or month wise, from the 'group by' drop-down Click 'Refresh' to view the history for the chosen time period. Statistics The Statistics area in the dashboard displays pie charts, showing breakdown of numbers of tickets with different statuses for the total period of time and at the moment. You can view the statistics segregated based on the parameters like Department, Help Topics, Staff, Ticket Generation Source and Priority. Clicking on respective tab will show the pie-charts of statistical summary of tickets, grouped based on items in that category. Each pie-chart shows the numbers of tickets that are created, assigned, overdue, closed, reopened, deleted and warnings, with respect to each entity in the category. The 'Overdue' sector displays the tickets that are pending beyond the grace period for a particular Service Level Agreement (SLA) plan. The 'Warnings' sector 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'. The 'My Hours' tab displays the statistics on time spent on ticket activities by the currently logged-in administrator. The pie-charts show the total time spent, and billable time, for that day and past seven days Comodo Security Solutions Inc. All rights reserved. 39

40 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 spread sheet applications such as Microsoft Excel or Open Office Calc for easy analysis Viewing Alerts & Notifications The 'Alerts & Notifications' interface displays the list of 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' 2017 Comodo Security Solutions Inc. All rights reserved. 40

41 Clicking any column header sorts the item based on the alphabetical order of the entries in that column. You can filter the items based on the period, staff and alert types. To filter the alerts based on the period, select the period by choosing the dates from the 'From' and 'To' fields. To filter the alerts based on the staff, select the staff from the Agent drop-down To filter the alerts based on the type, choose the type from the 'Type' drop-down. 2.2 Service Desk Configuration The 'Settings' tab allows administrators to configure system settings, tickets, s, access control, knowledgebase, 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 Security Solutions Inc. All rights reserved. 41

42 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 Settings and Options Access Control Settings Knowledge Base Settings and Options Autoresponder Settings Configuring Alerts and Notices Configuring Company Profile The 'Company' interface allows administrators to add and modify details about the organization that is providing the support service. To open the Company profile settings interface Click the 'Settings' tab in the Admin Panel and choose 'Company' 2017 Comodo Security Solutions Inc. All rights reserved. 42

43 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 Provide the company's 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 from the 'Manage' > 'Pages' screen of 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 2017 Comodo Security Solutions Inc. All rights reserved. 43

44 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 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 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 'System' settings interface Click the 'Settings' tab in the Admin Panel and choose 'System' 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 s to direct end users to the helpdesk for creating support tickets. 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 Security Solutions Inc. All rights reserved. 44

45 Default Department: Select the default department for tickets that are not automatically routed to a department. Tickets can be routed to respective departments based on help topics, incoming settings and ticket filter settings. Refer to the section Ticket Settings and Options and Departments for more details. Tickets that are not automatically routed based on the above said parameters will be assigned to the default department. You can define the default department from the Default Department drop-down. Default Page Size: Select the number of items that should be displayed per page in the Ticket Queues from 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. templates will use it for name if no other format is specified in the variable. Refer to the section 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 Service Desk system will follow the time zone settings made through the Comodo One console. Refer to the online help page of Comodo One Settings at for more details. 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. Ticket Settings and Options The 'Ticket Settings and Options' interface allows administrators to configure the settings for tickets that are raised by end users and staff. The settings done in this screen determines how the ticket IDs should be generated, default priority level, default help topics, how time spent on each ticket are to be counted and more. To open the 'Ticket Settings and Options' settings interface Click the 'Settings' tab in the Admin Panel and choose 'System' 2017 Comodo Security Solutions Inc. All rights reserved. 45

46 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. Default Priority: Select the default priority for tickets that are not assigned a priority automatically. Tickets are automatically assigned with priorities depending on the Help Topics associated with them, Ticket Filter 2017 Comodo Security Solutions Inc. All rights reserved. 46

47 settings and routed departments. Default Asset Type: Select the asset type to be associated with newly generated tickets by default. The user can change the asset type while creating a new ticket. Default Help Topic: Select the help topic that will be assigned to newly created ticktes automatically if users do not select a help topic while raising a ticket. Maximum Open Tickets: Enter the maximum number of tickets an end user is allowed to have 'Open' status in the help desk. If the number of tickets created by a user, and are pending to be attended reaches this number, the same user cannot create new tickets, until some of the previous tickets are attended. 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 whether an incoming ticket is the created by a human. Claim on Response: If enabled, each unassigned ticket will be automatically assigned to the agent that first responds to it. 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 in the Tickets interface of the staff panel. Answered Tickets: If enabled, all answered tickets will be visible in 'Answered 'Tickets queue, else, they will be retained in the 'Open' Tickets queue in the Tickets interface of the staff panel. 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. 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 through the service desk web portal. Auto-close Overdue Tickets Timeout: Enter the hours after which the overdue tickets will be automatically closed. Enter the value '0' to disable this limitation meaning the overdue tickets will not be automatically closed. Time Settings The settings made through this interface will be applied globally to all tickets, irrespective of departments and help topics associated with them. Charge Interval: Enter the minimum amount of billable time for a ticket for rounding off the fraction in the time spent on a ticket. Stopwatch: The automatic timer on the ticket details interface will be enabled for measurement of time spent on the respective ticket, only if this option is enabled. Disable this option, if you want to allow only manual entry of time spent on tickets. Manual time entry by other staff: Enabling this option allows staff members other than the person to whom the ticket is assigned, to add time entry to the ticket details. Round billable time: Allows administrators to configure how to round off billable time spent on tickets. You can choose between rounding off total of the time spent on ticket or rounding off time spent on each session while working on the ticket, selecting the respective option. Attachments Allow Attachments: If enabled, staff members are allowed to upload attachments in their replies to tickets. ed/API Attachments: If enabled, end users are allowed to raise tickets via /api with attachments. Online/Web Attachments: If enabled, end users can upload attachments for their tickets Comodo Security Solutions Inc. All rights reserved. 47

48 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. Maximum File Size:Select the maximum size for the files that can be attached to tickets. Ticket Response Files: If enabled, any attachments an admin/staff member may attach to a ticket response will also be included in the 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 Settings and Options The Settings and Options interface allows administrators to configure default s for incoming and outgoing s as well as set default system and alert s. Please note that these global settings can be overridden by the settings done at the department level. To open the ' Settings and Options' interface Click the 'Settings' tab in the Admin Panel and choose ' s' Settings Default Template Set: Service Desk allows administrators to create and manage different template sets for different customers, with each set consisting of templates for different types of messages sent for various ticket activities. Refer to the section Templates for more details. Administrators can choose which template set has to be used by default, from the Default Template Set drop-down. Please note that departments can be assigned a different template set. Refer to the section Departments for more details. Refer to the section Templates about how to add/modify templates. Default System Select the default outgoing address from which the s are sent. Please note that departments can configure a different address. Refer to the section Departments for more details. Refer to the section Addresses about how to add/modify addresses Comodo Security Solutions Inc. All rights reserved. 48

49 Default Alert Select the default address from which Alerts & Notices are sent to the admins/staff members. Refer to the section Addresses about how to add/modify addresses. Admin's Address: Enter the administrator's 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 s Fetching: Enabling this checkbox will allow IMAP/POP polling for configured and enabled Mail Boxes. Refer to the section Addresses about how to enable fetching via IMAP or POP. Fetch s on auto-cron: If selected, s are fetched automatically. Please note that if no staff member is logged into Staff Control Panel, s will not be fetched. External task scheduler is highly recommended for predictable fetch intervals. Strip Quoted Reply: If enabled, all previous correspondences in the 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 displayed between the quoted original message and the reply. You can edit the separator line text in the text box. Accept All s: If enabled, tickets can be raised by unregistered users also. Accept Collaborators: If enabled, 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 Click the 'Save Changes' button for the changes to take effect. Access Control Settings The Access Control Settings page allows administrators to configure the password policy for staff members, authentication settings for end users and 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' interface Click the 'Settings' tab in the Admin Panel and choose 'Access' 2017 Comodo Security Solutions Inc. All rights reserved. 49

50 Click the following links for more details on each category: End User Authentication Settings Authentication and Registration Templates Sign-In Pages User Account Registration Staff Account Registration End User Authentication Settings 2017 Comodo Security Solutions Inc. All rights reserved. 50

51 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 No Public Registration encouraged but not required for new tickets. Yes Public Registration and login are required for new tickets No Private Anyone can create a ticket, but only staff members can register accounts Yes Private User access is by invitation only No 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 failed logins attempts is allowed for users from the first option. If the number of failed login attempts exceeds this number, the user account will be temporarily locked. You can specify the lockout period by choosing it from the second drop-down. 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 and follow a link in the mail to view the ticket. Disabling 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 templates that are sent to staff members and Clients as well as template sent to guest to access their tickets. Staff Members 2017 Comodo Security Solutions Inc. All rights reserved. 51

52 To edit the template of that is sent to Staff Member who select the 'Forgot My Password' link on the Staff Panel log in page, click the 'Staff Members' link. 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 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 notification that is sent to Clients with access link to their tickets, click the Guest Ticket Access link Comodo Security Solutions Inc. All rights reserved. 52

53 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 Sign-In page. Staff Login Banner To edit the message shown on the Staff Log In page, click the 'Staff Login Banner' link Comodo Security Solutions Inc. All rights reserved. 53

54 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 Security Solutions Inc. All rights reserved. 54

55 User Account Registration This section allows administrators to edit the templates that are sent to users for confirming their address, account creation and account confirmed s. Confirm Address Page To edit the template of that is sent to users after completing the registration form, click the 'Please Confirm Address Page' link. Edit the message as required. Make sure to mention that the C1 Service Desk system is sending them a confirmation link and the next steps for completing the registration process. Click the 'Save Changes' button for the changes to take effect. Confirmation To edit the template of that is sent to users after their account has been created, click the 'Confirmation ' link Comodo Security Solutions Inc. All rights reserved. 55

56 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 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 2017 Comodo Security Solutions Inc. All rights reserved. 56

57 This section allows administrators to edit the template that is sent to Staff Members whose account is created by an administrator. This welcome is optional and is configured in the 'Staff Members' page. Refer to the section Staff Members for more details. To edit the template of welcome that is sent to staff members after their account has been successfully created by an administrator, click the 'Staff Welcome ' link. 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 Access Control Settings to take effect. 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' interface Click the 'Settings' tab in the Admin Panel and choose 'Knowledgebase' 2017 Comodo Security Solutions Inc. All rights reserved. 57

58 Knowledge Base Status: Makes 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. Autoresponder Settings The Autoresponder Settings screen allows administrators to configure auto-response settings for automated s sent to users actions such as when a new ticket is raised, a new ticket is raised by an admin/staff member on their behalf, 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 level. Refer to the sections Departments and Addresses for more details about their respective auto-response settings. The messages will be sent to the agents/staff with the message templates and other parameters as configured in the ' Settings and Options' interface. Refer to the section Settings and Options for more details. To open the 'Autoresponder Settings and Options' interface Click the 'Settings' tab in the Admin Panel and choose 'Autoresponder' New Ticket: If enabled, an autoresponse will be sent to the ticket owner when a new ticket is raised by them. Please note this setting will be overridden by the setting done in the Help Topic screen. New Ticket by Staff: If enabled, an automatic 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 Comodo Security Solutions Inc. All rights reserved. 58

59 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 the number of tickets raised by them and yet to be attended, exceeds the limit set as the Maximum Open Tickets parameter. 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. Configuring Alerts and Notices The Alerts & Notices screen allows administrators to configure the settings for sending out alerts to agents/staff members, on various ticket events, such as when a new ticket is assigned or reassigned, when a new internal note is added and so on. The messages will be sent to the agents/staff with the message templates and other parameters as configured in the ' Settings and Options' interface. Refer to the section Settings and Options for more details. To open the 'Alerts and Notices' settings interface Click the 'Settings' tab in the Admin Panel and choose 'Alerts & Notices' 2017 Comodo Security Solutions Inc. All rights reserved. 59

60 New Ticket Alert: Alerts will be sent to the selected persons when a new ticket is created. Please note the alert will not be 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 will be 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 Security Solutions Inc. All rights reserved. 60

61 New Internal Note Alert: Alerts will be 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 will be 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 will be 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 will be 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 will be sent to the administrator. The administrator's address is set in the s Settings and Options screen. 2.3 Click the 'Save Changes' button at the bottom of the screen for the settings done in the page to take effect. Managing Service Desk Components The 'Manage' 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 should be available for selection in the client portal can be created, managed and configured to assign a ticket to a specific staff member automatically from this interface. 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) Comodo Security Solutions Inc. All rights reserved. 61

62 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 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 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 Topics' interface Click the 'Manage' tab in the Admin Panel and choose 'Help Topics' 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 Comodo Security Solutions Inc. All rights reserved. 62

63 The items in the help topic list can now be dragged to the required position in the list. The changes made can be saved by 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 Click the 'Add New Help Topic' link on the top right of the screen 2017 Comodo Security Solutions Inc. All rights reserved. 63

64 The 'Add New Help Topic' screen will be displayed. Help Topic Information Topic: Enter a unique name for the help topic Comodo Security Solutions Inc. All rights reserved. 64

65 Status: Select whether the help topic should be active or not. Only active help topics will be available for selection. You can change the status at any time using the 'Enable'/'Disable' buttons in the 'Help Topics' interface. Type: Select the whether you want to make the help topic to be available to both end users and staff or only to staff. Public - The help topic will be available at the client portal for the user to select and at Staff panel for the agent/staff to select while creating a ticket Private/Internal - The help topic will be available only in the Staff Panel for selection by admins/staff members 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. 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: Determines whether an auto-response should be sent to the user. The setting done here overrides the auto-responder settings for the selected Department and global Autoresponder settings. 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 'Stage Number' stripe allows you to add/edit the following parameters: 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. If this stage is other than the first stage, select the department to which the ticket is to be routed on completion of the previous stage. 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. If this stage is other than the first stage, select the admin/staff member to whom the ticket is to be assigned on completion of the previous stage. 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 'Add Stage', to create a new stage for the help topic 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 2017 Comodo Security Solutions Inc. All rights reserved. 65

66 Click on the help topic name in the list. The 'Update Help Topic' screen will be displayed. The update procedure is same as explained above while adding a new Help Topic. To enable/disable a help topic 2017 Comodo Security Solutions Inc. All rights reserved. 66

67 Select the help topic that you want to enable/disable from the list, click the 'Enable' or 'Disable' button at the bottom of the screen and confirm it. To delete a help topic Select the help topic that you want to delete from the list, click the 'Delete' button at the bottom of the screen and confirm it. 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. Administrators can configure the filtering rules and actions to be taken for the filtered items from the Ticket Filters interface. To open the 'Ticket Filters' interface Click the 'Manage' tab in the Admin Panel and choose 'Ticket Filters' Sorting the items Clicking on a column header sorts the items in ascending/descending order. 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 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 2017 Comodo Security Solutions Inc. All rights reserved. 67

68 The 'Add New Filter' screen will be displayed. 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 Comodo Security Solutions Inc. All rights reserved. 68

69 Filter Status: Select whether you want the filter to be enabled or disabled. You can change the filter status at anytime using the 'Enable'/'Disable' buttons in the 'Ticket Filters' interface. 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 a ticket matches the search parameters defined in the rules then the action for the filter defined in the next section will be applied. Rule Matching Criteria: Choose whether the tickets are to be identified marching the filer rules, only if all rules are met or any one or more of the rules are met by selecting the respective option. To create a filter rule Click 'One More Rule' Choose the search parameter from the first drop-down Select the condition for the selected criteria from the second drop-down Enter the search criteria string for the chosen parameter tn the text field Repeat the process for adding more rules to the filter To remove a rule, click 'Clear' link at the right of the rule. Filter Actions Reject Ticket: If enabled, the further process of the ticket will be stopped. The ticket will not be applied with other actions set for the filter. However, the ticket will not be rejected but it will be assigned as per other parameters defined in the ticket. Reply-To If enabled, an automated reply will be sent to the address from which the ticket was generated. This is applicable only if the ticket source is ' '. 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. Refer to the section Canned Responses for more details Comodo Security Solutions Inc. All rights reserved. 69

70 Department: Select the support department that the ticket will be routed automatically. Refer to the section Department for more details. Priority: Select the priority level to be applied to the ticket. 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 to the tickets. Refer to the section Service Level Agreements for more details. Auto-assign To: Select the admin/staff to whom the ticket 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 to save your new filter. 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 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' interface Click the 'Manage' tab in the Admin Panel and choose 'SLA Plans' 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 2017 Comodo Security Solutions Inc. All rights reserved. 70

71 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 The 'Add New SLA Plan' screen will be displayed. 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 2017 Comodo Security Solutions Inc. All rights reserved. 71

72 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 non-transient 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 'Add Warning Level'. Enter the warning level and select the action to be taken in case the ticket is not closed before first warning 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 to queue/agent manager'. In case the ticket for which the SLA Plan is applicable is not closed before 2 hours, a warning alert 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 to save your new plan. 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 Comodo Security Solutions Inc. All rights reserved. 72

73 To delete a SLA Plan Select the SLA Plan that you want to delete from the list, click the 'Delete' button at the bottom of the screen and confirm it. 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. Administrators can define IP addresses from which the C1 modules can forward data for generating tickets in the Service Desk, for autogeneration of respective API keys, The API Keys interface allows administrators to create and manage the API keys for communication between the C1 modules and the Service Desk. To open the 'API Keys' interface Click the 'Manage' tab in the Admin Panel and choose 'API Keys' Sorting the items Clicking on a column header sorts the items in ascending/descending order of the entry in that column. Column Headers API Key: The generated API key for the entered IP IP Addr: IP address of the endpoint/network for which the API key was generated Status: Indicates whether the API key is active or disabled Date Added: The date on which the API key was generated 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 Security Solutions Inc. All rights reserved. 73

74 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 A single API key can also be shared for a group of clients by entering the '%' symbol at the end. For example entering %, all clients in the subnet /24 share the same API key. Services Can Create Tickets (XML/JSONE/ ): If enabled, the C1 module 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 Select the API Key that you want to delete from the list, click the 'Delete' button and confirm it. Web Pages C1 Service Desk allow administrators to create content for client portal web pages. There are four types of pages 2017 Comodo Security Solutions Inc. All rights reserved. 74

75 predefined in Service Desk that the administrators can write content for. Landing Page: The client portal home page 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' interface Click the 'Manage' tab in the Admin Panel and choose 'Pages' 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 of the page entered during adding Type: Indicates the type of site page - Landing, Thank-You, Offline or Other. Status: Indicates whether the page is active or disabled Date Added: The date on which the page was added 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 The' Add New Page' screen will be displayed: 2017 Comodo Security Solutions Inc. All rights reserved. 75

76 Page Information Name: Enter the unique name for the page Type: Select the page type from the options 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 2017 Comodo Security Solutions Inc. All rights reserved. 76

77 2.3.6 Select the page that you want to delete from the list, 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. 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 built-in 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' 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' interface Click the 'Manage' tab in the Admin Panel and choose 'Forms' 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 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 2017 Comodo Security Solutions Inc. All rights reserved. 77

78 The' Add New Custom Form Section' screen will be displayed: 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 Field Label: Enter the name of the field label that will be displayed in the client portal for the ticket 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 Security Solutions Inc. All rights reserved. 78

79 Built-in lists cannot be edited but can be made public or kept internal. Administrators can add new custom lists and each item can be further defined with required parameters. Refer to the section Custom Lists for more details. Click 'Add Form' to save the form After saving the form, the configuration option for each one of the form fields will be available. Clicking on the 'Config' button beside a form field will display the properties screen for the selected field. This property screen depends on the type of form parameter chosen. For example, the property screen for Date is shown below: 2017 Comodo Security Solutions Inc. All rights reserved. 79

80 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, the field is marked as mandatory. The ticket cannot be saved or submitted until valid data is entered/selected for the field Comodo Security Solutions Inc. All rights reserved. 80

81 Variable: Enter the variable name for the field data that can be used in templates for sending automated messages. For example if you use the variable name 'model' for the Model Number field, then the variable %{model} can be used in templates for fetching the values entered in this field. Refer to the section ' 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 custom form that you want to delete from the list, 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. 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 from the 'Custom Lists' screen and import it into the Form. Custom Lists also allows to configure properties for each of the items included. To open the 'Custom Lists' interface Click the 'Manage' tab in the Admin Panel and choose 'Lists' Column Headers List Name: The name of the custom list as entered during adding Created: The date on which the custom list was added 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 2017 Comodo Security Solutions Inc. All rights reserved. 81

82 The Custom List interface will open for adding a new item. The interface 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 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 Comodo Security Solutions Inc. All rights reserved. 82

83 Name: Enter a name for the custom list Plural Name: Enter a unique name for this custom list, as it should be displayed in the 'Type' drop-down in the 'Forms' screen under the 'Custom List' category Sort Order: Select how the list items should be displayed, whether in Alphabetical, Reversed Alphabetical or sorted 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 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 2017 Comodo Security Solutions Inc. All rights reserved. 83

84 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. Sort: Drag and drop to sort the field rows Label: Enter the item name whose properties is to be configured Type: Select the type of input required from the user 2017 Comodo Security Solutions Inc. All rights reserved. 84

85 Click the 'Add List button at the bottom. A 'Config' button will be displayed next to the Type field. 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 'Short Answer' type is shown below: 2017 Comodo Security Solutions Inc. All rights reserved. 85

86 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 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 templates for fetching the values entered in this field. Refer to the section ' 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 custom list that you want to delete from the list, click the 'Delete' button and confirm the deletion in the 'Confirmation' dialog. Viewing and Managing Global Rates for Assets Administrators can set global hourly rates for items or services that provided by their support team. The charges for hours spent on an organization's will be added to its monthly/weekly bill accordingly. 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. Organization Specific Service Contracts: The global rates will apply to all organizations that do not have specific hourly rates. Service Desk allows administrators to create service contracts with their client organizations. Various items can be defined for each contract, including hourly rates per asset type, pre-paid hours, billing period and more. If an hourly rate is set for an organization then rates will apply as per the contract. If no contract is set then the global rates will apply. If the actual hours worked exceed the pre-paid hours set out in the contract, then the global rates will apply for the additional hours. Refer to the section Managing Contracts for more details. The contract for an organization can also be viewed and managed from the organization details interface, accessible from the Staff Panel. Refer to the explanation under 'Edit, configure and manage contract' in the section Managing Organizations for more details. Setting Global Rates: 2017 Comodo Security Solutions Inc. All rights reserved. 86

87 The 'Assets' interface allows administrators to add and manage global hourly charge rates for different types of assets. To add and manage asset types and their hourly charge rates Click the 'Manage' tab in the Admin Panel and choose 'Assets' The 'Assets' screen displays a list of pre-defined and custom assets and the hourly charge rates for attending to them. Administrators can edit the default hourly rates, add new asset types and set new rates. To add a new asset type Click 'Add New Asset' from the top right The 'Asset' interface will open, allowing you to add a new asset type and to define an hourly charge-rate for it. Enter the name of the asset type in the 'Asset name' text box Enter the rate (in $/hours) in the Global Rates text box Click 'Submit' The new asset type will be added with the 'Active' status and will be available in the 'Asset Type' drop-down while 2017 Comodo Security Solutions Inc. All rights reserved. 87

88 creating a ticket. If you want to disable an asset type, click the Active button beside it To edit the global rate for an asset type Click on the name of the 'Asset Type' Edit the name of the asset, if required, in the Asset name text box. Note: You can edit only the name of custom added assets and not pre-configured asset types. Edit the hourly rate in the 'Global Rates' text box Click 'Save Changes' for your changes to take effect To disable an item from the 'Assets' list Select the item and click 'Delete Asset(s)' 2017 Comodo Security Solutions Inc. All rights reserved. 88

89 Choose 'Yes, Do it' from the confirmation dialog The item will be disabled, and will not be available in the 'Asset Type' drop-down in the 'Ticket Details' interface. The tickets generated previously for this asset type will remain in the service desk. You can reactivate the asset type at anytime by clicking the 'Active' button in its row Managing Materials and Expense Items Service Desk allows administrators to manage an inventory of materials and expense items through the 'Materials' interface. These items can be specified in tickets by staff members who can also apply costs for each material used during the resolution of an issue. The material cost and other expenses added to a ticket by a staff member need to be approved by an administrator. After approval, the cost will be billed to the customer. Refer to the section Material Approval for more details Comodo Security Solutions Inc. All rights reserved. 89

90 To open the 'Materials' interface Click the 'Manage' tab in the Admin Panel and choose 'Materials' The 'Materials' interface displays a list of existing materials along with the dates they were added and last updated. To add a new material or expense item Click 'Add New Material' on the top right corner of the screen. The 'Add New Material' interface will open. Enter the name of the material or expense item and click 'Add Material' The item will be added to the list and will be available for selection in the 'Add/Edit Materials' dialog in the ticket details interface. Refer to the explanation under Adding Materials to the ticket in the section Ticket Details for more details. To update a material Click the name of the material 2017 Comodo Security Solutions Inc. All rights reserved. 90

91 The 'Update Material' screen will be displayed. Update the name as required and click 'Save changes' To remove a material or expense item Select the item and click 'Delete' A confirmation dialog will appear. Click 'Yes, Do it' The item will be removed and will not be available for selection in the 'Add/Edit Materials' dialog in the ticket details interface 2.4 Managing s The s interface allows administrators to create new addresses that can be used to send outgoing s such new user welcome and alert s such as new message alert and more. The addresses created here are available in the drop-down options in Settings > Settings and Options screen for you to select the default system and alert addresses. The interface also allows to define addresses from which s will be automatically rejected. Administrators can add/modify template set that contains templates for various alerts, announcement notice and end-user tickets Comodo Security Solutions Inc. All rights reserved. 91

92 To open the s interface, click the ' s' tab in the Admin Panel: Following sections explain more about: Addresses Banned s Templates Testing Outgoing Settings Addresses In addition to the different ways available for new ticket creation, users can also create tickets via route. The addresses to which users can send the ticket are created and managed from this interface. Organizations can configure their company's address here so that all 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 > Settings and Options screen for you to select the addresses from which the default system and alert s will be sent to users. To open the ' Addresses' interface Click the ' s' tab in the Admin Panel and choose ' s' Sorting the items Clicking on a column header sorts the items in ascending/descending order of the entry in that column Column Headers The name specified for the address and the address Priority: Indicates the priority level assigned to the tickets created via the address Department: Indicates the department to which the tickets created via the address is assigned to 2017 Comodo Security Solutions Inc. All rights reserved. 92

93 Created: The date on which the address was added Last Updated: The date and time the was edited and updated To add a new address Click the 'Add New ' link on the top right 2017 Comodo Security Solutions Inc. All rights reserved. 93

94 The' Add New ' screen will be displayed: 2017 Comodo Security Solutions Inc. All rights reserved. 94

95 Information & Settings Address: Enter the address of the account to which users should send s for creating tickets or the address from which the system and alert s are to be sent. The default notification address shipped by the Service Desk can not be deleted or edited, whereas the addresses that are manually created can be edited and deleted. The manually created notification addresses can be edited but not deleted if selected as default address in the settings. Name: Enter a unique name for the address to identify the address New Ticket Settings Department: Select the department to which the ticket created via this will be automatically assigned. Refer to the section Departments for more details. Priority: Select the priority level to be assigned to the ticket created via this address Help Topic: Select the help topic that should be associated for tickets created via this address. Refer to the 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 address Login Information Username: The username of the account. This is usually the same as the address. Password: The password for the account The account credentials will be used by the Service Desk to fetch s from the given address for incoming mails from IMAP/POP and to send mails via SMTP. Fetching via IMAP or POP Select whether the address should be enabled or disabled for fetching incoming mails, for example, ticket creation mails and enter the MTA parameters in the respective fields. Sending via SMTP Select whether the address should be enabled or disabled for sending outgoing mails like system and alert s and enter the MTA parameters in the respective fields. Internal Notes Add any notes related to the 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 address will be added to the list. To edit an address Click on the address in the list. The 'Update ' screen will be displayed. The update procedure is same as explained above while adding a new address. To delete an address Select the address that you want to delete from the list, click the 'Delete' button and confirm it. Ban List Administrators can configure in the Service Desk to reject tickets that are created by certain users, by banning their addresses. Any mails received from the banned addresses will be automatically rejected by the Service Desk. Though a banned user can login to the client portal using their address, he/she cannot create a ticket from the portal too Comodo Security Solutions Inc. All rights reserved. 95

96 To open the 'Banned s' interface Click the ' s' tab in the Admin Panel and choose 'Banlist' Sorting the items Clicking on a column header sorts the items in ascending/descending order of entries in that column. Filters Enter the 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 Address: The address of the banned user Ban Status: Indicates whether the ban is active or disabled Date Added: The date on which the address was added to the banned list Last Updated: The date and time the address was edited and updated To make a banned address active/inactive, select the check box beside it and click the 'Enable' or 'Disable' button. To add a new address to ban list Click the 'Ban New ' link on the top right side of the screen 2017 Comodo Security Solutions Inc. All rights reserved. 96

97 The' Add New Address to Ban List' screen will be displayed: Add Valid Address Ban Status: Select whether the ban on the new address should be active or disabled. If disabled, though the address is added to the banned list, s will be not be rejected. Address: Enter the address that should be added to the banned list Internal Notes: Add any notes related to the banned for internal purpose. Click the 'Add' button at the bottom of the screen The entered address will be added to the banned list. To edit a banned address Click on the banned 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 address Select the address that you want to delete, click the 'Delete' and confirm the deletion in the Confirmation dialog. Please note that after the deletion, s from the account can be sent to Service Desk. Templates C1 Service Desk allows administrators to create and manage template sets, with each set containing templates for messages sent for various scenarios such as when a new announcement is ready, new message alerts to staff and users Comodo Security Solutions Inc. All rights reserved. 97

98 The templates can be created by cloning an existing set as a starting point then editing the individual templates as required for the organization. These template sets will be available in the drop-down options in Settings > Settings and Options screen for you to select the default template set. The template sets are of four categories: Scheduled Reports Templates: Alert s that are sent to staff members who had created scheduled report System Management Templates: s that are sent to staff members on new announcements Staff Ticket Templates: Alert s that are sent to staff members when a predefined setting is triggered End-User Ticket Templates: s that are sent to end-users for actions such as when a new ticket is created and more. The Template Sets interface allows administrators to manage template sets. To open the ' Template Sets' interface Click the ' s' tab in the Admin Panel and choose 'Templates' To open the ' Template Sets' screen, click 'Templates' from the ' s' 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 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 > Settings and Options and Departments Created: The date on which the template was added Last Updated: The date and time the template was edited and updated To add a new template set Click the 'Add New Template Set' link on the top right side of the screen 2017 Comodo Security Solutions Inc. All rights reserved. 98

99 The 'Add New Template' screen will be displayed. Template Information Name: Enter the name for the template set Status: Select whether the template set should be made active or disabled Template Set To Clone: Select an existing template set to be used as the starting point. The new template set will be a clone of the chosen set. Language: Select the language for the new template set Admin Notes: Add any notes related to the stock template set for internal purpose. Click the 'Add Template' button at the bottom of the interface The template set will be created and added. The set will contain message template messages same as the chosen stock template set. You can edit the templates for each of the categories: Scheduled Reports Templates, System Management Templates, Staff Ticket Templates and End-User Ticket Templates Comodo Security Solutions Inc. All rights reserved. 99

100 Clicking on any of the template type will open the 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: 2017 Comodo Security Solutions Inc. All rights reserved. 100

101 You can select other templates by clicking the Viewing drop-down button located on the right and clicking the 'GO' button. Scheduled Reports Templates Scheduled Reports: 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: 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: 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: 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: 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: 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: 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 Comodo Security Solutions Inc. All rights reserved. 101

102 Ticket Assignment Alert: 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: template of ticket transfer alerts that are sent to staff members when a ticket is transferred 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: 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: 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: template of new ticket auto-reply alerts with canned response that are sent to users based on ticket filter matches. New Ticket Auto-response: 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: 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: 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: template of ticket response/reply alerts with canned response that are sent to users. Edit the template as required and click the 'Save Changes' button at the bottom of the interface Testing Outgoing Settings Administrators to check whether the alerts and notices for various settings are sent successfully to users and staff members. The delivery depends on the server settings and/or SMTP settings of the account used for sending out these s. The accounts for sending system and alert s are selected from the Settings > s interface. Refer to the section Settings and Options for more details. The MTA settings for the SMTP server for the s are configured from the s > s interface. Refer to the section Addresses for more details. The 'Test Outgoing ' interface allows administrators to send test mails from the accounts configured for sending outgoing s to the addresses which they can access, to check whether their SMTP settings are valid and active. To test the outgoing settings Click the ' s' tab in the Admin Panel and choose 'Diagnostic' 2017 Comodo Security Solutions Inc. All rights reserved. 102

103 From: Select the outgoing address to be tested. The drop-down displays the addresses added in s section. Refer to the section Addresses for more details. To: Enter the addresses that you want to receive the test from the Service Desk Subject: Enter the subject line for the test mail. Message: Enter a message for . Click the 'Send Message'. If the outgoing mail settings are configured correctly, then the mail will be delivered successfully. 2.5 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 can be added to the Service Desk from the Comodo One interface and assigned with respective roles. Those assigned with 'Administrator' role can access both Admin Panel and Staff Panel. Refer to the online help page of Comodo One at for more details. In addition to roles inherited from Comodo One, you can create custom roles with required privilege levels in Service Desk and assign them to staff members as required. Each staff member will have privileges to perform various actions and access to Staff Panel and Admin Panel depending on the permissions defined in the role assigned to him/her. The 'Staff' interface in the interface allows administrators to update staff members' details, create new roles and departments, time sheet templates for staff to submit their time sheets and approve/reject material and expense items added to tickets by staff members. Administrators can also view the time sheets submitted by the staff members, evaluate their performances and accept or reject them with their comments/notes. To view the Staff interface, Click the 'Staff' tab in the 'Admin Panel' 2017 Comodo Security Solutions Inc. All rights reserved. 103

104 Following sections explain more about: Staff Members Staff Roles Departments Time Sheets Timesheet Templates Material Approval Staff Members The 'Staff Members' interface allows administrators to view staff members (a.k.a. 'Agents'), update their details and change the roles assigned to them. To open the 'Staff Members' interface Click the 'Staff' tab in the Admin Panel and choose 'Staff Members' 2017 Comodo Security Solutions Inc. All rights reserved. 104

105 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 Role from the drop-downs and click 'Apply' to filter staff members by department/role. To display all staff members, select 'All Departments' and 'All Groups' then click the 'Apply' button. Column Headers Name: The full name of the staff member. Clicking a name will open the 'Update Staff' screen which allows you edit their details and change their role. Refer to the explanation under 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 (able to access service desk), or locked (unable to access service desk). Role: Indicates the role assigned to the staff member with respect to Service Desk. The staff member will have privileges and access to various features, depending on the permissions enabled for the role. You can change the role assigned to the staff member from the 'Update Staff' dialog. Refer to the explanation under To edit details of a staff member for more information. Clicking on a role name will open the 'User Role' interface which allows you to view and edit the permissions for that role. Refer to the section Staff Roles for details. Portal Role - Indicates the role assigned to the staff member in the Comodo One Portal. Staff access to the C1 console and other C1 modules depends on the permissions enabled for the role. There are three default roles in C1 that are not editable: Account Administrator Administrator Technician C1 also allows administrators to create custom roles by cloning a default role then edit its permissions. If a staff member is assigned with a custom role in C1, the portal role column displays the default role from which the custom role was created. Refer to the online help page at for more details. Department: Indicates the department to which the staff member belongs. Clicking on a department name will open the 'Update Department' screen. Refer to the section Departments for details. Created: The date at which the staff member was added to Comodo One. Last Login: The date and time the staff member most recently logged into Service Desk. To edit the details of a staff member Click on the name of the staff member. The 'Update Staff' screen will be displayed Comodo Security Solutions Inc. All rights reserved. 105

106 The 'Update Staff' interface allows you to view and edit the staff members phone number and role. The signature appended to the staff members' outgoing mails can also be edited. User Information: User Name - Displays the username with which the staff member can log into Comodo One and Service Desk Staff Name - Displays the full name of the staff member Address - Displays the address of the staff member Note: The username and the address cannot be edited. If required, the Account Administrator can edit the staff name from the Comodo One console. For details refer to the online help page of Comodo One at Role - Displays the role assigned to the staff member in service desk. Staff added through the Comodo One console will inherit the role (and permissions) assigned to them in C1. By default, three roles are available in C1. Account Administrator Administrator Technician But the role can be changed for a staff member with respect to Service Desk from this interface. The new role will be only be effective in Service Desk and will apply in other Comodo One modules. For more details, refer to Staff Roles. To change the role, choose the new role from the 'Role' drop-down Phone Number: Enter the contact desk phone number and extension number, if any, of the staff member Mobile Number: Enter the mobile phone number of the staff member Staff's Signature Paste the signature that should be displayed in the staff member's responses to customers. The option to include the signature is available in the 'Ticket Details' interface of the 'Staff Panel' Comodo Security Solutions Inc. All rights reserved. 106

107 Click the 'Save Changes' button to update the staff member details Staff Roles Service Desk allows staff members to be assigned to different roles. Each role can contain different privilege levels. Service Desk inherits three default roles from Comodo One: Account Administrator Administrator Technician Service Desk allows you to create staff roles with different permission levels and to enroll staff members into these new roles. The permission restrictions apply only to staff members and do not apply to administrators. Roles can also be configured to provide access to departments other than a staff member's primary department. New staff members that are added through the Comodo One interface will be placed in the role assigned to them in Comodo One. Administrators can move staff to another role through the 'Staff Members' interface. Refer to the explanation of editing a staff member in the previous section Staff Members for more details. The 'User Roles' interface allows administrators to add new staff roles and edit existing roles. To open the 'User Roles' interface Click the 'Staff' tab in the Admin Panel and choose 'Roles' Sorting the items Clicking on a column header sorts the items in ascending/descending order of entries in that column. Column Headers Role Name: The name assigned to the role. Clicking on a role name will open the Update Role screen. Status: Indicates whether the role is enabled or disabled. Members: Displays the number of staff members assigned to the role. Clicking the number will show all members belonging to that role. Departments: Indicates the number of departments that members of the role have access to. Created On: The date on which the role was created. Last Updated: The date and time the role was last modified. To activate or deactivate a role, select the check box beside a role and click the 'Enable' or 'Disable' button. To add a new role 2017 Comodo Security Solutions Inc. All rights reserved. 107

108 Click the 'Add New Role' link at the top-right of the screen The ' Add New Role' screen contains the following fields and options: Role Information Name: Enter a name for the role. Status: Select whether the members of a specific role should be active or locked. If disabled, the members of that role cannot login to Service Desk and will not receive department alert & notices Comodo Security Solutions Inc. All rights reserved. 108

109 Group Permissions View and modify the permissions of the role Department Access Select which departments can be accessed by role members. These departments are additional to the primary department that a member was assigned to during enrollment. Admin Notes Create notes related to the role for the reference of other admins. Click the 'Create Role' button to save your new role. To edit a role Click on the role name in the list. The 'Update Role' screen will be displayed. The update procedure is same as explained above while adding a new group. To delete a role Select the role that you want to delete from the list, click the 'Delete' button and confirm the deletion in the 'Confirmation' dialog. 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 the 'Staff' tab in 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 2017 Comodo Security Solutions Inc. All rights reserved. 109

110 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. Address: The outgoing 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. To add a new department Click the 'Add New Department' link on the top right of the screen 2017 Comodo Security Solutions Inc. All rights reserved. 110

111 The 'Add New Department' screen will be displayed: 2017 Comodo Security Solutions Inc. All rights reserved. 111

112 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 view to which department the ticket is assigned. In departmental 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 Settings Outgoing Select the outgoing address that should be used for this department's replies to users in response to their tickets. Refer to the section Addresses for details about how to add/edit addresses. Template Set: Select the template set that should be used for sending auto-responses and alerts & notices for tickets routed to this department. Refer to the section Templates for details about how to add/edit templates. Autoresponder Settings New Ticket: If selected, auto-response s 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 s 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 Select the auto-response address that should be used for this department. Refer to the section Addresses about how to add/edit addresses. Alerts & Notices Recipients: Select the recipients from the drop-down options who should receive the configured alerts & notices on ticket events. Role Access This section displays the list of staff roles and the number of members in each. Select the roles so that the staff with those roles can access the 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 s. 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 Comodo Security Solutions Inc. All rights reserved. 112

113 To delete a department Select the department that you want to delete, click the 'Delete Dept(s)' button confirm the deletion in the 'Confirmation' dialog. Please note that the default department is Public and 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. 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 to know more). 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 in 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 for the lists of all categories are the 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: 2017 Comodo Security Solutions Inc. All rights reserved. 113

114 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' dropdown 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 time sheet to be viewed. 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' 2017 Comodo Security Solutions Inc. All rights reserved. 114

115 2.5.5 Time Sheet Templates Service Desk allows administrators to create timesheet templates for common tasks like Research and Development (R&D), Maintenance, installation and so on. Each template includes a pre-defined set of activities. When a staff member chooses a template when creating a timesheet, the activities in the template will be automatically added to the sheet. Staff just need to enter the time spent on each activity. Staff can also add new activities. For more details on creating time sheets, see Managing Staff Time Sheets. The 'Timesheet Templates' interface allows administrators to create and manage timesheet templates. To open the interface: Open the 'Admin Panel' Click the 'Staff' tab and choose 'Timesheet Templates' Name: The name of the timesheet template. Clicking on a template name will open the template activities screen. Template activities are the individual tasks included in a template. Create Date: Date on which the template was created. To add a new timesheet template Click the 'Add New Template' link at the top right of the screen 2017 Comodo Security Solutions Inc. All rights reserved. 115

116 The 'Add New Template' dialog will appear. Each template name should describe a broad category of task type. For example, 'Server Installation' or 'System Maintenance'. You can define sub-tasks within the template as 'Activities' later. Enter a name for the new template shortly describing the task and click 'Continue'. The next step is to add activities to the template. Each activity should be a constituent task of the template. Click 'Add New Activity' at the top right Enter the name of the activity in the 'Add New Template Activity' dialog and click 'Continue' The Activity will be added to the list Comodo Security Solutions Inc. All rights reserved. 116

117 Repeat the process to add more activities to the list To remove an activity, click the trash can icon at the left of the activity name Click 'Save' to add the new template to Service Desk. The template will be available for selection when a staff member creates a time sheet in the Staff Panel. On selecting the template, the time sheet will be automatically populated with all activities in the template. Staff can enter the time spent per day on each activity. If required, staff can add new activities to the time sheet by clicking 'Add New Line'. For more details on creating and managing time sheets, refer to the section Managing Staff Time Sheets. To edit or update a time sheet template 2017 Comodo Security Solutions Inc. All rights reserved. 117

118 Click the name of the template from the 'Timesheet Templates' interface The 'Template Activities' interface for the selected template will open. You can change the name of the template and add or remove activities. The process is similar to adding a new template as described above. Click 'Save' for your changes to take effect. To remove a template, select it and click 'Delete All'. Click 'Yes, Do it!' in the confirmation dialog Material Approval Staff can add a list of components, consumables and expenses to a ticket which were incurred during the course of resolving an issue. Material costs and expenses need to be approved by an administrator before they are included in a customer's bill. The 'Materials Approval' screen allows admins to approve or reject costs added to tickets by staff members Comodo Security Solutions Inc. All rights reserved. 118

119 To open the 'Materials Approval' interface Open the Admin Panel Click the 'Staff' tab and choose 'Material Approval' The categories below the tabs allow you to filter material requests by: Awaiting Approval - Displays materials that were added by staff but have yet to be approved/rejected. Rejected - Displays materials that were rejected by administrators. Approved - Displays materials that have been approved by administrators. Column Headers Material name - Displays the name of the material or expense added to the ticket. A 'Material' doesn't always have to be a physical item. It could also describe an expense item related to a ticket, such as highway toll fees. Cost - Material cost as entered by the staff member. Ticket # - Indicates the ticket number to which the material/expense has been added. Clicking the ticket number opens the ticket details page. Refer to the section Ticket Details for more details. Date Added - Indicates the date and time at which the material/expense was added to the ticket. This column is only visible for materials in the 'Awaiting Approval' category. Last Updated - Indicates the date and time at which the material/expense details were last modified. This column is only visible for materials in the 'Awaiting Approval' category. Staff - Indicates the staff member who added the material to the ticket Reason - Displays the reason mentioned by the administrator for rejecting the material cost/expense. (Available only for 'Rejected' category) Sorting Options: Clicking on a column header sorts the items in ascending/descending order of the entries in that column Search Options: To search for materials/expenses added within a date range, use the calendar icons beside the 'From' and 'To' date fields. Click 'Search' To search for materials/expenses added by a particular staff member, select the staff member from the 'Staff' drop-down (default = all). Click 'Search' To search for materials/expenses added to a specific ticket, enter the ticket number in the 'Ticket #' field. Click 'Search' 2017 Comodo Security Solutions Inc. All rights reserved. 119

120 You can use more than one filter at a time to search for specific items To display all results again, clear all fields/choose 'All' in the 'Staff' drop-down then click 'Search'. Alternatively, click the category link at the top ('Awaiting Approval', 'Rejected' or 'Approved') To view, approve or reject a material/expense item Click the 'Awaiting Approval' link. Use the filter options to search for a specific item if required. Select an item or items using the check-boxes on the left Click the approve or reject button The status of the material/expense item will be updated immediately in the ticket details page of the respective ticket. 2.6 Managing Announcements The 'Announcement' screen allows administrators to send 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 of the screen 2017 Comodo Security Solutions Inc. All rights reserved. 120

121 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 2017 Comodo Security Solutions Inc. All rights reserved. 121

122 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. To delete an announcement Select the announcement that you want to delete, click the 'Delete' button at the bottom of the screen and confirm the deletion in the 'Confirmation' dialog. 2.7 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. Resource Appointment: Information about appointments and amount of time spent for each appointment. Refer to the section 'Scheduling Periodical Report Generation' to know how to configure and schedule periodical report generation Time Log Reports 'Time Log' reports provide information on ticket activities during selected periods. The report includes the date and 2017 Comodo Security Solutions Inc. All rights reserved. 122

123 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' 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. Sorting the items 2017 Comodo Security Solutions Inc. All rights reserved. 123

124 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. 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 Cost Reports Cost reports allow administrators to view billing details for a selected time period for any organization. The report includes per-contract fees for the selected time period, any charges for additional hours and any material/expense costs. Service Contract Service Desk allows admins to create service contracts with organizations as required. 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 different asset types for that organization Any time spent on tickets which falls within the number of pre-paid hours will be covered by the contract fee. Hours 2017 Comodo Security Solutions Inc. All rights reserved. 124

125 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 will be applied. Global rates can be specified in the Manage > Assets interface. For more details on the service contracts, refer to Managing Contracts. The cost report can be generated for all organizations enrolled in Service Desk or for an individual organization. Reports can be exported to PDF and CSV formats. To open the cost report screen, Open the 'Admin Panel' Place your mouse over the 'Reports' link then choose 'Cost' from the drop-down menu The default report period is 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: Choose the start date of the report period. To: Choose the end date of the report period. Organization: Select the organization for which the report should be generated. To include all organizations enrolled on your account, leave as 'Select Organization'. Click the 'Go!' button to generate the report. If no organization filter is selected then the full cost report for all organizations will be generated. A typical report for multiple organizations looks as follows: 2017 Comodo Security Solutions Inc. All rights reserved. 125

126 Column Headers Organization: The name of the organization. Monthly Fee: Displays the contracted fee amount for the organization. Contracted fees include any fixed weekly/bi-weekly/monthly/annual subscription fees agreed with the organization. The column also displays the name of the contract. If no contract is created for the organization, the monthly fee will be displayed as '0.00'. Tickets #: The IDs of any ticket(s) that include billing for the organization Assets: The name of the asset that was attended as per the ticket. Asset Hour Rate ($/h): The per hour charge-rate set for the asset category as per the contract Billable Time: Time spent by staff members on resolving each closed ticket. Billable Time Cost: Charges calculated for billable time (in US Dollars). No charges will be applied here until billable time exceeds the pre-paid hours covered by the contract. Charges for additional hours will be shown here. Charges are calculated based the asset rates defined in the contract. If the asset rates are not defined in the contract, then the global rates will be applied. Materials: Total cost of materials used/expenses incurred for resolving the issue(s) as mentioned in the ticket. Sum($): Displays the amount chargeable for each ticket and the total amount for the organization. Downloading the Report You can download the report in PDF and 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 Security Solutions Inc. All rights reserved. 126

127 Scheduled Reports Allows you to schedule automatic reports 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 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 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 Filter the report by user. Select/enter the user's 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 Comodo Security Solutions Inc. All rights reserved. 127

128 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. 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 ID, who created the ticket or on behalf of whom, the ticket as created by a staff member Comodo Security Solutions Inc. All rights reserved. 128

129 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. 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. 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 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 2017 Comodo Security Solutions Inc. All rights reserved. 129

130 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. 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 Comodo Security Solutions Inc. All rights reserved. 130

131 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 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' 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 Comodo Security Solutions Inc. All rights reserved. 131

132 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. 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 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 Comodo Security Solutions Inc. All rights reserved. 132

133 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. 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. Scheduled Reports 2017 Comodo Security Solutions Inc. All rights reserved. 133

134 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 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' 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 2017 Comodo Security Solutions Inc. All rights reserved. 134

135 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 bottom or top the table to download the report. 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 Resource Appointment Reports The 'Resource Appointment' report provides information about staff appointments fixed via calendars, including shared calendars. The report provides an overview of upcoming commitments to scheduled tasks by staff members. To open the 'Resource Appointment' report screen, click the 'Reports' tab from the 'Admin Panel' and choose 'Resource Appointment' 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 appointments. If you click the 'Go!' button without using the user filter option, then the 'Resource Appointment' report will be generated for all the appointments. You can also schedule periodical report generation and configure the recipients to whom it should be sent. Click the 'Go!' button to generate the report for the selected period and filter. The report will be generated and displayed. 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 Security Solutions Inc. All rights reserved. 135

136 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 Scheduling Periodical Report Generation Administrators can configure Service Desk to automatically generate and send reports to specific agents and staff at regular time-intervals. Reports that can be scheduled include Time Log, Cost, Tickets, Assets, Departments, Agent, Users and Appointments. The scheduling process is explained below (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 Comodo Security Solutions Inc. All rights reserved. 136

137 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, see Generating Reports. Leave the filter values to default statuses to generate a full report without any filtering. Click Next' to configure report send time, frequency, time-period and recipients: 2017 Comodo Security Solutions Inc. All rights reserved. 137

138 Time - Enter the time at which the report should to be generated and sent Frequency - Select how often the report should be sent. The options available are: Every day - The report will be sent daily Every week - Select the day or days of the week on which the report should be sent. Every month - Select the day or days of the month on which the report should be sent. Period - The report coverage period. The options available 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 - Select which staff/agents should receive the report as scheduled Comodo Security Solutions Inc. All rights reserved. 138

139 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 Comodo Security Solutions Inc. All rights reserved. 139

140 3 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 knowledge-base 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 Comodo Security Solutions Inc. All rights reserved. 140

141 2017 Comodo Security Solutions Inc. All rights reserved. 141

142 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. 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. 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. Calendars - Allows staff members to create appointments in order to organize your work and save time. The appointments can be be shared with other staff members so that they can be tracked by other agents to get the overall picture. Refer to the section 'Managing Calendars' 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. Contracts - Allows staff members to search, add, delete and view their contract information. The details of their organization, billing period and asset rates are also available as part of contract 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. 3.1 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 Comodo Security Solutions Inc. All rights reserved. 142

143 2017 Comodo Security Solutions Inc. All rights reserved. 143

144 The following section explain more about: Viewing the Dashboard and Exporting Reports Viewing Staff Members My Profile 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 Comodo Security Solutions Inc. All rights reserved. 144

145 2017 Comodo Security Solutions Inc. All rights reserved. 145

146 Ticket Activity 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. 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 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 2017 Comodo Security Solutions Inc. All rights reserved. 146

147 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. 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'. The 'My Hours' option displays the statistics of the both total working hours and billable hours of the currently logged in staff. '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 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' 2017 Comodo Security Solutions Inc. All rights reserved. 147

148 By default, staff members will be listed in alphabetical order according to name. You can filter the staff members based on their departments. 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. Address: 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 signature for a member in the 'Staff Panel' interface. Refer to the section Staff Members for more details 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 Comodo Security Solutions Inc. All rights reserved. 148

149 Contact Information Username: The login username of the staff member. Cannot be edited Person Name: Full name of the staff member. Cannot be edited Address: The 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 Comodo Security Solutions Inc. All rights reserved. 149

150 Default Signature: Select the signature that should be displayed in the ticket responses s from you. You can enter your signature message in the 'Signature' text field at the bottom of the page. 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. 3.2 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 2017 Comodo Security Solutions Inc. All rights reserved. 150

151 3.2.1 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': 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 Comodo Security Solutions Inc. All rights reserved. 151

152 The dialog allows staff members to manage a user as from the User Details interface explained below. From the User Details interface, a staff member can: Add a user Register a user Edit a user Delete a user Send password reset / activation 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 2017 Comodo Security Solutions Inc. All rights reserved. 152

153 The 'Lookup or create a user' screen will be displayed: 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. Address: Enter the address of the user. This is used for signing into the web portal after registration. 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: 2017 Comodo Security Solutions Inc. All rights reserved. 153

154 The 'Copy Paste' method allows you to import users with name and details only. Enter full the name followed by a comma and the 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 2017 Comodo Security Solutions Inc. All rights reserved. 154

155 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. To register a guest user Click the name of the guest user for whom you want to create an account. Click 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 Through the Staff Panel User Account Activation through Activation Comodo Security Solutions Inc. All rights reserved. 155

156 If 'Send account activation ...' is selected in the 'User Registration' dialog, an activation 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)'. 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 Comodo Security Solutions Inc. All rights reserved. 156

157 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 . 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 Comodo Security Solutions Inc. All rights reserved. 157

158 Click 'Save Changes' You can now communicate the password to the user. The user can login to the service desk web console at by entering their username ( address) and 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 Comodo Security Solutions Inc. All rights reserved. 158

159 Users should click 'Register' after completing the form. An account verification will be sent to their registered address. The user should click the verification link to activate the account. Edit a user To edit the details of a user, click 'Users' > 'User Directory' then click the name of a user: 2017 Comodo Security Solutions Inc. All rights reserved. 159

160 The 'Update User' screen will be displayed. Edit details as required and click the 'Update User' button. Note: You can also add details on the assets used by the user in the 'Update User' dialog. 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. 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 Comodo Security Solutions Inc. All rights reserved. 160

161 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. Send password reset / activation to the user The 'More' drop-down allows you to reset passwords for activated users, and send activation s to unregistered users. To send a password reset / activation , first click a user's name then the 'More' button on the right: Registered Users Unregistered Users 2017 Comodo Security Solutions Inc. All rights reserved. 161

162 To reset a password Click the 'Send Password Reset ' link Click 'OK' to confirm sending the password reset to the user. An 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 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 ' link Click 'OK' to confirm sending the activation mail An activation 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)'. Manage account access / User Information 2017 Comodo Security Solutions Inc. All rights reserved. 162

163 Service Desk allows staff members to lock a user's account and disallow password changes. 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: 2017 Comodo Security Solutions Inc. All rights reserved. 163

164 Account Access Username: Edit the user 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 . 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' button 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 Comodo Security Solutions Inc. All rights reserved. 164

165 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 Comodo Security Solutions Inc. All rights reserved. 165

166 Fill the details and click the 'Update User' button at the bottom. To remove a form for the user, click the 'Manage Form' button and then the trash can icon. Click the 'Save Changes' button at the bottom Comodo Security Solutions Inc. All rights reserved. 166

167 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, use the 'Click to create a new note' link, enter your note and then click the 'Create' button at the bottom. To edit a note, click the 'Edit' button at the far end of the note. Click the 'Save' button to save an edited note. 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 2017 Comodo Security Solutions Inc. All rights reserved. 167

168 from the 'User Directory' screen. To add a user to an organization, click their name in the 'User Details' interface, then click 'Add Organization'. 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 of the user interface and then click the organization link. After choosing an Organization, the following confirmation dialog will appear: 2017 Comodo Security Solutions Inc. All rights reserved. 168

169 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. 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 Comodo Security Solutions Inc. All rights reserved. 169

170 The screen will display tickets created by the user. The most recently created tickets are shown at the top. 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. 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. Department: The name of the department to which the ticket is assigned. 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. 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 Comodo Security Solutions Inc. All rights reserved. 170

171 Create new ticket on behalf of a user Users can create tickets in Service Desk from the web portal or by sending an . 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. 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. 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 To download the list of users in Service Desk, click the Export link at the bottom of the 'User Directory' interface Comodo Security Solutions Inc. All rights reserved. 171

172 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. Managing Organizations The 'Organizations' interface allows staff members to add and manage organizations, assign users to organizations, manage organization tickets and to configure account managers and primary contacts. Staff can also view contracts agreed with the organization. To open the organizations interface: Open the admin panel Place your mouse over the 'Users' tab Select 'Organizations' from the drop-down menu Note: Administrators are advised to create organizations/companies in the Comodo One interface rather than in Service Desk. Such 'Managed' organizations will then become available in all integrated modules (patch management, service desk, ITSM etc). You also have the option to create 'standalone' (aka 'Unmanaged') organizations in Service Desk for the purpose of ticket management alone. Organizations added via Service Desk will have 'Non-managed' status and will not be 2017 Comodo Security Solutions Inc. All rights reserved. 172

173 available in Comodo One or other modules. If required, you can add these organizations to C1 to convert them to fully managed status. See 'Managing Companies' for more details about adding organizations in C1 and 'Add an Organization' for adding standalone organizations in Service Desk. 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. The organizations interface displays both managed organizations created in C1 and unmanaged organizations which were created in the Service Desk interface: 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. Users: Number of users assigned to the organization. Created: The date on which the organization was added. Updated: Date and time that organization details were last modified From the 'Organizations' interface, a staff member can: Add an organization Manage users of an organization 2017 Comodo Security Solutions Inc. All rights reserved. 173

174 Manage forms Manage tickets Manage notes View service contracts of an organization Remove Unmanaged Organizations Export organizations list Add an organization Organizations that are added via this interface will be available for ticket management alone and will not be listed in the C1 interface. Staff members can assign users to organizations and can access the organizations tickets and contracts. 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 Open the 'Admin' panel. Place your mouse over the 'Users' tab then select 'Organizations' from the drop-down menu Click the 'Add New Organization' link on the right: The 'Add New Organization' screen will be displayed: Name: Enter the name of the new organization Comodo Security Solutions Inc. All rights reserved. 174

175 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 and users. Two new users and ids are automatically created - the Monitor Agent and the Patch Agent. Comodo One (C1) contains several modules that help IT managers to keep their organization's computers running smoothly. Two of these modules, ITSM (and Remote Monitoring Management inside ITSM) and Patch Management, are capable of automatically sending reports (in the form of tickets) to Service Desk via API. The agents' IDs are used to collect the tickets submitted by the C1 modules. Refer to the section API Keys for more details. Managing users of an organization Staff members can manually add or import users 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. Non-registered users that raise a ticket in the web portal will also be added to Service Desk as a guest users. Refer to 'Add a user' and 'Register a user' in the 'Managing Users' section for more details. The 'Users' tab in the Organization details interface allows staff members and administrators to add or remove users for an organization. Users added via the '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. The following sections explain more about: Manually adding users to an organization Importing users from a list Removing users from an organization To add a user manually to an organization Click the 'Users' tab in the Staff Panel and choose 'Organizations' Click the name of the Organization to open its details interface Click the 'Users' tab. A list of users belonging to the organization will be displayed Comodo Security Solutions Inc. All rights reserved. 175

176 Click the 'Add User' link at the top right of the screen The 'Add User' screen will be displayed: Address: Enter the address of the user. This is used for signing into the web portal after registration is complete. Full Name: Enter the name of the user. Phone Number: Enter the contact phone number of the user. Internal Notes: Enter any notes regarding the user. The fields available in the form above are fetched from the built-in 'Contact Information'. This screen can be accessed via Admin Panel > Manage > Forms > Contact Information. Refer to the section 'Forms' for more details. Click the 'Add User' button. The user will be added to the organization. Repeat the process to add more users To import users to an organization Click the 'Users' tab from the Staff Panel and choose 'Organizations' to open the 'Organizations' interface Click the name of the Organization to open its details interface Click 'Users' tab. The list of users belonging to the organization will be displayed. Click the 'Import' link at the top right The 'Import Users' screen will be displayed: 2017 Comodo Security Solutions Inc. All rights reserved. 176

177 The 'Copy Paste' method allows you to import users with name and details only. Enter the full name followed by a comma and the 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 Comodo Security Solutions Inc. All rights reserved. 177

178 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. Create a.csv file containing a list of users with the values for the parameters as shown in the Import a CSV file dialog. Click the 'Browse...' button and navigate to the CSV file in your computer and click the 'Import Users' button. To remove users from an organization Click the 'Users' tab from the Staff Panel and choose 'Organizations' to open the 'Organizations' interface Click the name of the Organization to open its details interface Click 'Users' tab. The list of users belonging to the organization will be displayed. Select the users to be removed and click Click the 'Remove' button 2017 Comodo Security Solutions Inc. All rights reserved. 178

179 Click 'Yes, Do it' in the confirmation dialog to remove the user. The user will not be able to login to the web portal and generate tickets. Manage forms By default, the 'Organization Information' of an organization is mandatory and staff members can add more form fields to include more details about the organization. Click the 'Users' tab from the Staff Panel and choose 'Organizations' to open the 'Organizations' interface Click the name of the Organization to open its details interface Click the 'More button at the top right and choose 'Manage Forms' The 'Manage Forms' for the selected organization screen will be displayed Comodo Security Solutions Inc. All rights reserved. 179

180 Select the required form to be added for the organization 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 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 Comodo Security Solutions Inc. All rights reserved. 180

181 Click the 'Save Changes' button at the bottom. 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. Click the 'Users' tab from the Staff Panel and choose 'Organizations' to open the 'Organizations' interface Click the name of the Organization to open its details interface 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. 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. User: The name and address of the user in the organization that raised the ticket. Clicking on the text 2017 Comodo Security Solutions Inc. All rights reserved. 181

182 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. 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 Comodo Security Solutions Inc. All rights reserved. 182

183 Click the 'Save' button to save an edited note. To delete a note, click the trash can icon at the far end of the note. View service contracts of an organization The Organization Details interface allows staff members to view the list of contracts associated with an organization. Service Contract Service Desk allows admins to create service contracts with organizations as required. 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 different asset types for that organization Any time spent on tickets which falls 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 will be applied. Global rates can be specified in the Manage > Assets interface. For more details on the service contracts, refer to Managing Contracts. To view contracts Click the 'Users' tab from the Staff Panel and choose 'Organizations' to open the 'Organizations' interface Click the name of the Organization to open its details interface Click the 'Contracts' tab The contracts details screen of the 'Organization' will be displayed Comodo Security Solutions Inc. All rights reserved. 183

184 Contract Name: Name of the contract created for the organization. Clicking the name opens the 'Contract Details' screen. Ticket Count: Number of tickets associated with the organization. Pre-paid Hours: The pre-paid hours mentioned in the contract. Related Billable Hours: Hours spent so far by the staff on attending to the tickets from the organization. Remain Billable Hours: Hours that are remaining in the pre-paid hours. To view the Organization's Contract Details To view the details of the contract, click the contract name link. The contract details screen will open under the 'Staff Panel' > 'Contracts' tab. Staff members can only view the details but cannot edit them from this interface. To remove a contract from an organization select the contract, click 'Remove' and confirm the action from the confirmation dialog Remove Unmanaged Organizations Organizations added to the Comodo One console are assigned with 'Managed' status and imported into Service Desk automatically. These organizations are enabled for other C1 services like ITSM, Patch Management and RMM hence cannot be removed from the Service Desk interface. Organizations that require only Service Desk services can be added through the Service Desk console and these are assigned with 'Unmanaged' status. These organizations are enrolled only for Service Desk and not for other C1 services. Organizations that no more require Service Desk services, can be removed from Service Desk by the staff members or administrators. Please note, only organizations that do not have any users enrolled for it can be 2017 Comodo Security Solutions Inc. All rights reserved. 184

185 removed. On removing an organization, all details, pertaining to it will also be removed. To remove organizations Open the 'Organizations' interface by clicking the 'Users' tab from the Staff Panel and choosing 'Organizations' Select the organizations to be removed Note: Organizations with any users, including the default user accounts, cannot be removed. Before removing an organization, ensure to remove users enrolled for it. Refer to the explanation under Managing Users of an Organization for more details. Click the 'Delete' button Click 'Yes, Do it!' in the confirmation dialog to remove the organization 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 file will be downloaded in.csv format. It can be opened with any spreadsheet application such as Microsoft Excel or Open Office Calc Comodo Security Solutions Inc. All rights reserved. 185

186 3.3 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 - Registered users can login to the service desk web portal, at the Helpdesk URL to raise a support ticket. Guest users can also raise tickets through the same portal without logging-in if enabled by an administrator. Via - Users can create tickets by sending a message to the mail address set as Default System address for the help desk. From the Staff Panel - Staff members and administrators can create tickets from the Staff Panel on behalf of end-users. This may be useful, for example, for requests that were made over the phone or another outof-band communication method. Admins and staff can also create back-dated tickets for issues resolved in the past but for which no ticket was created. Back-dated tickets will be added with a 'Closed' status. From C1 modules - Remote Monitoring Management (RMM) and Patch Management using Application Programming Interface (API). Tickets are also created when a quote is generated as per its demands for products and services. To open the Tickets interface, click the 'Tickets' tab in the Staff Panel. The interface allows you to view tickets according to their status: 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. The sub-tabs at the top of the interface allow you to view tickets according to their status. The interface also contains 2017 Comodo Security Solutions Inc. All rights reserved. 186

187 links that allow you to create a new ticket and view materials/expense items added by the currently logged-in user: 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, reassigned, 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 number or subject. 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 currently logged-in staff member or administrator to raise a ticket on behalf of users. Refer to the explanation under Creating a new ticket on behalf of a user. Materials: Allows the currently logged-in staff member or administrator to view details of material costs and other expense items added to tickets by him/her, with their approval status. Refer to the explanation under Viewing Details of Materials/Expense Items added to Tickets for more details. The icons in the ticket column indicate the source through which it was raised. S.No. Ticket Icon Description 1 Tickets that were raised by another C1 Module via API. 2 Tickets that were raised via the web portal. 3 Tickets that were raised via . 4 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 1 Indicates the ticket is overdue, that is, the ticket issue is not resolved within the stipulated time as per the SLA plan. 2 Indicates the ticket is locked by a staff member Comodo Security Solutions Inc. All rights reserved. 187

188 3 Indicates the number of actions taken on the ticket. Actions can be replies, internal notes or other status updates. 4 Indicates the ticket has an attachment 5 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. 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: 2017 Comodo Security Solutions Inc. All rights reserved. 188

189 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 Comodo Security Solutions Inc. All rights reserved. 189

190 Last Update Date: The date and time at which ticket was created, reopened, last updated or closed. 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. Ticket priority depends on the settings in 'Help Topics', 'Department' and 'Ticket Filters'. Tickets that are raised via will have a default priority of 'Emergency' if enabled in Admin Panel > Settings > s tab (under the 'Incoming s' section). If not enabled, they will have a priority of 'Normal'. Please note that when tickets are filtered via 'Ticket Filters', the priority setting 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'. Assigned To: The name of the staff member to whom the ticket is assigned Department: The name of the department to which the ticket is assigned Closed By: The name of the staff member who closed the ticket Device Name: The device from which the ticket was generated. Organization - The organization/company of the user who raised the ticket Placing the mouse cursor over a ticket will display a call out providing details of the ticket. The ticket preview displays details of the ticket. The links at the bottom allow staff members to manage the ticket. 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 the tickets list. The list of tickets will be downloaded in.csv format. This file can be opened with applications such as Microsoft Excel or Open Office Calc. Creating a new ticket on behalf of a user 2017 Comodo Security Solutions Inc. All rights reserved. 190

191 Service Desk allows staff members or administrator to create tickets on behalf of a user from the 'Tickets' interface for requests receive through phone, or other out-of-band communication. Staff members can also create tickets for the issues resolved previously, that is for complaints that were attended to and fixed without generating a ticket by the user. The time spent on those issues and the materials used/expense items incurred can be included in the ticket for inclusion in the bill generated for the organization. If a ticket is created for a completed task, then the ticket will be created with 'Closed' status. If required, the staff can re-open the ticket and work on it. For more details, refer to the section Ticket Details. To create a new ticket Open the 'Tickets' interface by clicking the 'Tickets' tab Click the 'New Ticket' sub-tab. The new ticket creation wizard will start with the user selection dialog. To create the ticket for an existing user, start entering the user name or ID in the search field, choose the user from the options 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 Comodo Security Solutions Inc. All rights reserved. 191

192 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 'User Information' section in the 'Open New Ticket' screen will be auto filled. If you cancel the 'Lookup or create a user' dialogue, you will still be able to enter the User's address and Full name and create a ticket on behalf of a user Comodo Security Solutions Inc. All rights reserved. 192

193 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. User Information 2017 Comodo Security Solutions Inc. All rights reserved. 193

194 Address: Enter the 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', ' ' and 'Other'. Help Topic: Select the area in which the the support was requested by the user. 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. 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: The date and time within which the ticket should be closed. A default due date will be autogenerated based on the Help Topic, Department, SLA Plan and other parameters. You can change the date and time as required. This will override the date generated by default. 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. Backdated Ticket Work done in the past - Select this option only if you are creating this ticket for a task completed beforehand. The ticket will be automatically assigned 'Closed' status on creation. On selecting this option, you can enter the start and end dates for the task, by clicking the calendar icons beside the Start Date and End Date fields. Make sure that the end date is before the due date and time entered in the 'Due Date' field. 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 to be attended for the issue mentioned. 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 2017 Comodo Security Solutions Inc. All rights reserved. 194

195 Canned Response: If you want to send a pre-entered response to the ticket, select the 'Canned Response' that will be sent to the user on whose behalf the ticket is being created. This is optional. Refer to the section Canned Responses for more details. If a canned response is chosen, the response message will be auto-filled in the text editor under the Response section. Also, you can manually enter the response message in the same field. 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. Ticket Status: Select it to close the ticket when the response is sent to the user. Please note that the tickets created for the task done beforehand will be auto-closed on creation. 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. 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. The ticket will be added to the 'Tickets' interface. You or the staff member to whom the ticket is assigned, can update the ticket with the actions taken at different stages, by clicking the Subject or Ticket number. 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. Viewing Details of Materials/Expense Items added to Tickets The 'Tickets' interface also allows the currently logged-in staff member or the administrator to view the list of materials/costs and other expenses added to the tickets attended by them. These materials/expense items are to be approved by the administrator for inclusion of their cost to the bill generated for the organizations. To view the materials/expense items Open the 'Tickets' interface by clicking the 'Tickets' tab Click the 'Materials' sub-tab. The material interface has sub-tabs to view the lists of materials and expense items that are with different approval statuses: Awaiting Approval - Displays the list of items added to the tickets by the staff member, but yet to be approved by the administrator. Approved - Displays the list of items that were approved by the administrator. Rejected - Displays the list of items that were rejected by the administrator. Sorting and Filtering Options Clicking any column header sorts the items based on the alphabetical order of entries in that column 2017 Comodo Security Solutions Inc. All rights reserved. 195

196 You can search for items based on the date range within which the items were added and the tickets to which they were added. To filter items based on their addition date range, enter the Start and End dates of the period by clicking the calendar icons beside the From and To fields To filter the items based on the ticket to which they were added, enter the ticket identification number in the Ticket # field You can use more than one filter option at a time. Click 'Search' To clear the search criteria and view the full list, simply click the 'Materials' sub-tab. Column Headers Material Name - The name of the material or the expense item Ticket # - The identity number of the ticket to which the material or the expense item was added. Clicking the ticket number opens the Ticket Details interface, allowing the staff member to update the ticket. Refer to the section Ticket Details for more details. Cost - The cost of the material or the expense incurred as entered by the staff member Date Added - The date and time at which the item was added to the ticket Last Updated - The date and time at which the details of the item was last updated by the staff member Status - Indicates whether the material/expense was approved by the administrator Ticket Details The 'Ticket Details' screen contains comprehensive information about a ticket and includes a history of all replies and activities. The screen allows staff members (agents) and administrators to take various actions like: Post replies to user's messages Edit the ticket Assign/reassign tickets Post notes/internal notes to tickets Initiate quotes Add materials used and costs incurred while dealing with the ticket Add additional staff who worked on the ticket Manually enter time spent on resolving the issue for yourself and for other staff members Pause or close tickets and more. Staff members can also create knowledge-base articles for common issues. End-users can consult these before they create tickets from the web portal, Depending on the help topic to which the ticket belongs, the ticket can be of single stage or multiple stage. Note: Administrators can configure Help topics to have a single stage or multiple stages, depending on their nature. A multi-stage ticket can be automatically forwarded to relevant staff and departments at each stage of its life-cycle, allowing for effective work-flow tracking. For more details regarding Help topics, refer to the section Help Topics. Single Stage Ticket Administrators can configure help topics so that a ticket can be closed with a single stage, to be backward 2017 Comodo Security Solutions Inc. All rights reserved. 196

197 compatible with previous versions. Multiple Stage Ticket Help topics can also be configured so that tickets for a particular type of issue pass through more than one stage. To open a ticket Click the 'Tickets' tab in the Staff Panel Click on the number or the subject of the ticket you want to open An example ticket is shown below: 2017 Comodo Security Solutions Inc. All rights reserved. 197

198 The detail screen is split into three main areas: 2017 Comodo Security Solutions Inc. All rights reserved. 198

199 'Overview' - The upper portion summarizes ticket status, priority, department, assigned agent, due date, materials/expenses and more. 'History' - The middle section contains a full activity history, including replies, internal notes or other status updates. 'Available Actions' - The lower section allows staff members to take actions such as post a reply, change department, reassign to another staff member, add collaborators, create a knowledge-base article and more. Overview The top part of the details screen shows the user who raised the ticket along with their contact details, ticket status, assigned staff member, due date, billable time, materials and more. Agents can add billable time and materials/expenses incurred while resolving the issue in this area. If more than one staff member has worked on the ticket, the agent can add the other staff member(s) and their time spent. If required, the agent can change the user to whom the ticket belongs. The number of fields that are displayed depends on the 'Forms' added to 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: The priority level of the ticket. Priority can be inherited from the help topic or department, or set manually during ticket creation. Department: The name of the department to which the ticket is assigned Comodo Security Solutions Inc. All rights reserved. 199

200 Create Date: The date and time at which the ticket was created. User: The name of the user that created the ticket or on whose behalf the ticket was created by an agent. The number beside the user's name indicates the number of tickets raised by the same user. Clicking the name will display the 'User Detail' screen for the user. The tabs in the user details screen allow staff members 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. The registered ID of user. Organization: The Organization to which the user belongs. Phone: The contact number of the user. Source: The source via which the ticket was created and the IP address of the network. 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 Comodo Security Solutions Inc. All rights reserved. 200

201 Due Date: The date and time before which the ticket should be closed. The due date will be auto generated based on the SLA plan and the department or manually set by an agent during ticket creation. You can change the due date by editing the ticket. Refer to the explanation under Editing a ticket for more details. Help Topic: The help topic that was selected at the time of raising the ticket. Last Message: The date and time at which the the latest message was sent by the user. Last Response: The date and time at which the latest response was sent by the staff member. Total Material Cost: The 'Total Material Cost' area displays an itemized list of any components used while fixing this issue and any expenses that incurred, with their cost details as entered by the staff member, with their approval status. The total cost of approved items is displayed at the top. If a material/expense item has been rejected the reason is also displayed under 'Status'. Staff members can add items and their cost by clicking the 'Add Material' button at the top of the ticket. For inclusion of the cost to the bills generated for the Organization, the items are to be approved by an administrator. 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 the issue as chosen by the user or staff member while creating the ticket. The options available are 'Alert', 'Order' and 'Problem'. SubCategory: The sub-category of the issue, as entered by the user or staff member, if any. 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 the previous stage is not left incomplete. 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 Comodo Security Solutions Inc. All rights reserved. 201

202 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' by self or other staff member(s) fixing the issue by clicking the 'Add Work Time' link beside 'Time Spent (local time). The Add Work Time link will be available only for the tickets assigned to you and the tickets to which you were added as additional staff member. Click 'Add Work Time' The 'Add work time' dialog will be displayed: 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' Comodo Security Solutions Inc. All rights reserved. 202

203 Click 'Done' in the calendar after selecting the date and time. Specify whether the time is billable by selecting the checkbox Enter the comments to be added as ticket activity in the history in the 'Comment' text box. 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 Comodo Security Solutions Inc. All rights reserved. 203

204 The table displays the total billable time for a ticket that is added automatically and manually. Note: The timer for automatically updating the time spent on a ticket and the option for manually adding the time spent will be available only if they are enabled by the administrator from Admin Panel > Settings > Tickets (Under Time Settings). Refer to the section Ticket Settings and Options for more details. Staff - The 'Staff' area allows you to add and view other agents who worked with you together in resolving the issue. While adding an agent to a ticket, you manually enter the time spent on the ticket by the other agent manually, if the agent worked on-site. Also, the added agent will be able to access the ticket. Once the agent opens the ticket, the timer will start running enabling hem/her to add the time spent to the billable time for the ticket. The number at the right of the 'Staff' header displays the number of staff members added to the ticket and clicking the down arrow at the right opens the list of the additional staff members with the details of time spent by them. To add a new agent to the ticket Click '+' at the left of the 'Staff' header The 'Edit Staff' dialog will appear. Choose the Staff member from the Staff drop-down Enter the date and time at which the staff member started working on the issue, by clicking the Start field, selecting the date from the calendar and time from the sliders Enter the period of time the staff member worked on the issue in the Hours field Click 'OK' The staff will be added to the ticket. The staff will now be able to access the ticket for their activities like sending responses to the user. To edit the details of the staff, change the staff member or change the time, click on the staff name or on the Edit icon in the 'Action' column To remove the staff from the ticket, click the trash can icon in the 'Action' column History 2017 Comodo Security Solutions Inc. All rights reserved. 204

205 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. 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. From this pane, a staff member can: Post a reply Post an internal note 2017 Comodo Security Solutions Inc. All rights reserved. 205

206 Change the department Reassign the ticket Adding Materials to the ticket Initiating Quote generation for billable items Create a Knowledgebase article for the ticket Take a print Edit the ticket Close/Reopen the ticket Delete the ticket Pause/Resume the ticket Change the ticket owner To claim a ticket Manage forms for the ticket Ban ID of the user To post a reply for the ticket Click the 'Post Reply' tab To: Select the user's address to send the response . Alternatively, select the option 'Do Not 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 Comodo Security Solutions Inc. All rights reserved. 206

207 The 'Add a collaborator' dialog allows you to add a user in two ways: Entering the name of user or 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. Click 'Save Changes' to add the 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. Response: You can respond to the ticket by typing a reply in the text editor or by selecting an option from the drop-down Comodo Security Solutions Inc. All rights reserved. 207

208 Original Message: The last message sent by the user. Last Message: The first message sent by the user. 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 2017 Comodo Security Solutions Inc. All rights reserved. 208

209 Note Title: Enter the title for the note. 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. 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. 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 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.) 2017 Comodo Security Solutions Inc. All rights reserved. 209

210 Assignee: Select the staff member that you want to reassign/assign from the drop-down. Comments: Enter any comments or reason for changing the staff member. Click the 'Reset' button to clear the selection and comments. 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 materials and expenses included to the ticket, need to be approved by an administrator. Only then for the total cost will be added to the customer's bill. The list of used materials/expenses will be displayed with their cost and approval status, under 'Total Material Cost' in the 'Ticket Overview' area. An example is shown below: 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 number or the subject from the 'Tickets' interface Click the 'Add Material' button 2017 Comodo Security Solutions Inc. All rights reserved. 210

211 The Add/Edit Materials dialog will open. Materials added previously, if any, will be displayed as a list. Start typing the name of the item in the search dialog and select the material from the options that appear in the drop-down The material will be added to the list. Enter the cost of the material or the expenses incurred in the 'Cost' field. Repeat the process for adding more items Click 'Save' to add the list of items to the ticket The items(s) will be added to the list of materials/expenses with their prices 'Overview' area, with the approval status 'Awaiting' Comodo Security Solutions Inc. All rights reserved. 211

212 Administrators can approve or reject the material or expense item from the Admin Panel > Staff > Material Approval interface. Refer to the section Material Approval for more details. Once approved or rejected, the status will change accordingly in the 'Ticket Details' interface. Tip: Staff Members can view the list of materials and expense items added by them to the tickets that they attended, from the 'Staff Panel' > 'Tickets' > 'Materials' interface. Refer to the explanation under Viewing Details of Materials/Expense Items added to Tickets in the previous section Managing Tickets for more details. To add new items, edit prices or remove items from a ticket Open the ticket details interface by clicking on the ticket number or the subject from the 'Tickets' interface Click the 'Add Material' button The 'Add/Edit Materials' dialog will open, with the list of materials already added. 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 To change the price, directly edit the price in the 'Cost' field Te remove an item, click the 'Delete' button beside it 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 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 Comodo Security Solutions Inc. All rights reserved. 212

213 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 Enter an internal note for the administrator/staff attending the Quote Manager console in the 'Notes' field 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 Comodo Security Solutions Inc. All rights reserved. 213

214 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 tickets pertaining to commonly occurring problems as Knowledge Base articles so that users can refer to them for troubleshooting. To add a knowledgebase article from a ticket Open the 'Tickets' interface and click the ticket number or subject of the ticket to be added as knowledgebase article. Click the 'Create KB Entry' button 2017 Comodo Security Solutions Inc. All rights reserved. 214

215 2017 Comodo Security Solutions Inc. All rights reserved. 215

216 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 add attachments, and choose to make this either 'Public' or 'Internal'. Refer to the section FAQ for more details Comodo Security Solutions Inc. All rights reserved. 216

217 Printing a Ticket Service Desk staff members and administrators can print the tickets as a record of the issues reported and the actions taken against it. The ticket print-output also contains details on the total time spent on the issue and the billable time for resolving the issue. The Ticket Details interface allows you to: Create a PDF file with the ticket details Create a hard copy print-out To create a PDF file Open the 'Ticket Details' interface for the ticket to be printed by clicking on its number or subject from the 'Tickets' interface. Click the drop-down button beside 'Print' The options to print the ticket with or without internal notes will be displayed: Select the appropriate option A PDF of the selected ticket will be generated and displayed in a new tab: 2017 Comodo Security Solutions Inc. All rights reserved. 217

218 You can save the file for your future reference and/or print the ticket from the pdf file. To create a hard copy print out Open the 'Ticket Details' interface for the ticket to be printed by clicking on its number or subject from the 'Tickets' interface. Click the 'Print' button at the top right The 'Ticket Print Options' dialog will be displayed: 2017 Comodo Security Solutions Inc. All rights reserved. 218

219 The 'Ticket Print Options' dialog will be displayed: Print Notes: Select if internal notes and comments should be included in the print Paper Size: Select the size and click the 'Print' button. The ticket will be printed at the printed connected and set as default printer for your computer. Editing a ticket Staff members or administrators can update the basic details associated with a ticket by clicking the Edit button in the Ticket Details interface. To edit a ticket Open the 'Tickets Details' interface of the ticket to be edited, by clicking its number or subject from the 'Tickets' 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 Comodo Security Solutions Inc. All rights reserved. 219

220 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 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 Comodo Security Solutions Inc. All rights reserved. 220

221 The 'Change user for ticket' dialog allows you to change the user in two ways: Entering the name of user or 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 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 Comodo Security Solutions Inc. All rights reserved. 221

222 Ticket Information The information in this section is fetched automatically from the system. You can change these details as required. Ticket Source: The source via which the ticket was raised. Help Topic: The help topic chosen for the ticket at the time of creating it. 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 Closing and Reopening the tickets Staff members can close tickets once they complete resolution of issues for which the tickets were raised. The total time spent on the ticket will be automatically added to the bill generated for the organization. If needed, staff members can also reopen closed tickets, if the issues require a re-work. To close a open ticket, click the 'Close' button at top right. The internal note screen will be displayed Comodo Security Solutions Inc. All rights reserved. 222

223 Enter the reason and click 'Close' To re-open a closed ticket, open its ticket details interface by clicking on its number or subject and click the 'Reopen' button at the top right The internal note screen will be displayed. Click the 'Reopen' button after entering the reason. The staff member can now continue working on the ticket. Removing a Ticket Tickets that need not be continued, and those that deem to be no longer of use, can be removed from the list of tickets in the service desk. To delete a ticket Click the 'Delete' button from the ticket details interface 2017 Comodo Security Solutions Inc. All rights reserved. 223

224 Click 'OK' in the confirmation screen. Please note when a ticket is deleted, it cannot be recovered. Pausing and resuming a Ticket Tickets can be paused and resumed by the staff member, depending on the workflow. To pause/resume a ticket Click the 'Pause' or 'Resume' button depending on its statuses, from the ticket details interface. 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 The staff member can change the user to whom the ticket belongs to, from the ticket details interface. This is useful if the asset or which the issue has been reported has been transferred to another user. The ticket can be transferred to an existing user or a new user. To change the ticket owner Open the ticket details interface of the ticket to be transferred to a different user by clicking on the ticket number or the subject from the 'Tickets' interface 2017 Comodo Security Solutions Inc. All rights reserved. 224

225 Click the 'More' button and choose 'Change Ticket Owner'. Alternatively, click on the username and choose 'Change User' from the user details dialog The 'Change user for ticket' will be displayed Comodo Security Solutions Inc. All rights reserved. 225

226 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 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'. 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. Self-assigning a ticket Unassigned tickets can be claimed by a staff member or an administrator in two ways. If the 'Claim on Response' 2017 Comodo Security Solutions Inc. All rights reserved. 226

227 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 Open the ticket details interface of the ticket to be claimed by clicking on the ticket number or the subject from the 'Tickets' interface 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' displays built-in form fields which are mandatory. 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 Open the ticket details interface of the ticket to be added with more from fields by clicking on the ticket number or the subject from the 'Tickets' interface Click the 'More' drop-down at the top right and choose 'Manage Forms' Comodo Security Solutions Inc. All rights reserved. 227

228 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 ID of a user 2017 Comodo Security Solutions Inc. All rights reserved. 228

229 Service Desk allows agents to ban users, so that those users will not be able to raise support tickets. Users can be blocked from the ticket hat they have already raised. To block a user Open the ticket details interface of a ticket raised by the user by clicking on the ticket number or the subject from the 'Tickets' interface Click the 'More' drop-down at the top right and choose 'Ban '. In the confirmation screen, click 'OK' button. Though the user may be able to login to the web portal, he/she cannot raise any tickets. 3.4 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 2017 Comodo Security Solutions Inc. All rights reserved. 229

230 By default, the 'FAQs' section will be displayed. Following sections explain more on: Managing FAQs Managing Categories Canned Responses 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' Comodo Security Solutions Inc. All rights reserved. 230

231 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 FAQs 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 Remove_FAQ To view a FAQ Click on the name of the category Comodo Security Solutions Inc. All rights reserved. 231

232 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 2017 Comodo Security Solutions Inc. All rights reserved. 232

233 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. 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' 2017 Comodo Security Solutions Inc. All rights reserved. 233

234 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. 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 Comodo Security Solutions Inc. All rights reserved. 234

235 The 'FAQ details' screen will be displayed. 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 Comodo Security Solutions Inc. All rights reserved. 235

236 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. 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 portal for users to refer. Please note that if a category is made internal, all FAQs in it will not be visible to the users. To publish/unpublish 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 publish/unpublish The 'FAQ details' screen will be displayed Comodo Security Solutions Inc. All rights reserved. 236

237 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. 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 Comodo Security Solutions Inc. All rights reserved. 237

238 Click on the FAQ that you want to publish/unpublish The 'FAQ details' screen will be displayed. Select 'Delete FAQ' from the 'Options' drop-down and click the 'Go' button. The 'FAQ deleted successfully' confirmation screen will be displayed Comodo Security Solutions Inc. All rights reserved. 238

239 3.4.2 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 Comodo Security Solutions Inc. All rights reserved. 239

240 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. Click the 'Add' button to save the category. To edit a category Click on the category to be edited from the 'Categories' interface 2017 Comodo Security Solutions Inc. All rights reserved. 240

241 Alternatively, open 'Knowlegdebase' > 'FAQs' page, click on the FAQ category to be edited and click 'Edit Category' from the FAQ list page 2017 Comodo Security Solutions Inc. All rights reserved. 241

242 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. Alternatively, open 'Knowlegdebase' > 'FAQs' page, click on the FAQ category to be edited and click 'Delete Category' from the FAQ list page 2017 Comodo Security Solutions Inc. All rights reserved. 242

243 Click 'OK' in the confirmation screen. Note: Removing a category will also delete the FAQs under it. To mark a category as public or private Click 'Knowledgebase' > 'Categories' to open the 'Categories' interface 2017 Comodo Security Solutions Inc. All rights reserved. 243

244 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, 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 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' Comodo Security Solutions Inc. All rights reserved. 244

245 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 Comodo Security Solutions Inc. All rights reserved. 245

246 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 2017 Comodo Security Solutions Inc. All rights reserved. 246

247 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. 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. To clear the text, click the trash can icon at the top right. 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'. 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 2017 Comodo Security Solutions Inc. All rights reserved. 247

248 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 2017 Comodo Security Solutions Inc. All rights reserved. 248

249 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 2017 Comodo Security Solutions Inc. All rights reserved. 249

250 3.5 Click the the 'Yes, Do it!' button in the confirmation dialog. 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. Project Name - The name of project added. 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 Comodo Security Solutions Inc. All rights reserved. 250

251 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 life-cycle 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 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 Comodo Security Solutions Inc. All rights reserved. 251

252 To add a sub-task: Select the root task and click the 'Add New Task' button at the top right The 'Add/Edit Task' dialog will appear. Enter the name of the task Enter the predecessor to continue from the previous task/subtask Comodo Security Solutions Inc. All rights reserved. 252

253 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 predecessor to continue from the previous task/subtask. Enter the time duration required (in hours) to complete the task in the 'Duration' field 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 Comodo Security Solutions Inc. All rights reserved. 253

254 To add a sub-task to a main-task: Select the parent level task Click the 'Add New 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' button 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. Please note that the time spent will be displays the actual time spent based on the duration hrs and completion percentage entered. Enter the predecessor to continue from the previous task/subtask. 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 Comodo Security Solutions Inc. All rights reserved. 254

255 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 Comodo Security Solutions Inc. All rights reserved. 255

256 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 Gannt chart. Project Viewer - Column Descriptions 2017 Comodo Security Solutions Inc. All rights reserved. 256

257 Column Header Duration Parent level Task The total duration of a parent level task is the combined duration of its child tasks and tickets. Child Task Tickets/Sub Tickets Duration of the individual task, Duration of the ticket as entered while adding/editing it or the combined duration of the tickets linked to it. Note: Sub tickets are excluded for calculation of duration. Completion Time Spent The total completion status of a parent level task is calculated from the completion percentages of child tasks and tickets. The completion percentage of Completion percentage of individual task or the combined individual ticket completion percentages of tickets linked to it. Total time spent in child tasks and tickets. Time spent on individual task or Time spent on individual ticket the combined time spent on tickets linked to it, excluding the sub-tickets. Note: Sub tickets are excluded for calculation of completion status. Note: Sub tickets are excluded for calculation of time spent. Billable Time Total billable time spent in child Billable time spent on individual Billable time spent on individual tasks and tickets. task or the combined billable ticket time spent, from tickets linked to it, excluding the sub-tickets. Note: Sub tickets are excluded for calculation of billable time spent. Start Date at which the task was started, or is due to start. Date at which the task was started, or is due to start. 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 was completed, or is due to be ticket was completed, or is due completed. Completion date is to be completed. calculated from the duration of the individual task or the total duration of tickets linked to it. Date at which the ticket was started. 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 Comodo Security Solutions Inc. All rights reserved. 257

258 Parent Level Task Child Level or Terminal Task 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. Task Name - Displays the name of the task. You can change the name of the task by directly editing the field. Predecessor - Displays the previous task/subtask from which the present task has to be continued. Time Spent - Displays the actual time spent based on the duration hrs and completion percentage entered. Duration - Allows you to update the time duration required (in hours) to complete the task Completion % - Allows you to update the completion percentage Click 'Save' for your changes to take effect 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. 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 2017 Comodo Security Solutions Inc. All rights reserved. 258

259 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. Click 'Yes, Do it!' to remove the project 2017 Comodo Security Solutions Inc. All rights reserved. 259

260 3.6 Managing Staff Time Sheets Service Desk allows staff members to maintain time sheets so that administrators may evaluate their performance and track their working hours. Staff can create time sheets for different time periods and import tasks from tickets they have worked on. Completed time sheets can be submitted to 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. To open the time sheets interface, click 'My Time Sheets' in the Staff Panel. The options below the tabs allow you to filter which time sheets are shown: 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 all views: 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 Comodo Security Solutions Inc. All rights reserved. 260

261 The following sections explain more about: 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, staff can add tasks they have attended to and the time spent on them. The sheet can then be submitted to an 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 Comodo Security Solutions Inc. All rights reserved. 261

262 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 Click 'Done' after selecting a month. Second Half of Month - Allows you to include the second fortnight of the current month or any previous 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 'Done' after selecting a month. Click 'Continue' after selecting the date range to be covered by the sheet Comodo Security Solutions Inc. All rights reserved. 262

263 A new sheet will be added for the date range with a status of 'Not Submitted'. You can update activities on the sheet and click 'Save'. Refer to the next section Updating Time Sheet for more details. Updating a Time Sheet Staff can add tasks and time spent to a time-sheet in two ways: Import details from tickets they have worked on Manually add tasks 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 Comodo Security Solutions Inc. All rights reserved. 263

264 To import the tickets you worked on and time spent, within the time period, click he 'Update Ticket's Data' button. Click 'OK' in the confirmation dialog The sheet will be automatically updated with all tickets and time spent covered by the time sheet period. You can repeat this process during the time period to update the sheet with the latest details. Click Save for your changes to take effect To manually add an activity, click 'Add New Line' 2017 Comodo Security Solutions Inc. All rights reserved. 264

265 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 2017 Comodo Security Solutions Inc. All rights reserved. 265

266 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 the 'Awaiting Approval' category. The administrator can accept or reject the time sheet and can leave comments. You can view approved or rejected time sheets by looking under the respective category. Rejected time sheets can be updated and re-submitted for approval. Note: Only 'Not Submitted' and 'Rejected' time sheets can be submitted for approval. 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' 2017 Comodo Security Solutions Inc. All rights reserved. 266

267 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. 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' 2017 Comodo Security Solutions Inc. All rights reserved. 267

268 A confirmation dialog will appear. 3.7 Click 'Yes, Do It!' in the confirmation dialog. Managing Calendars Calendars allows you to create appointments and schedule events in order to create better and more transparent workflows. You can also view other agent's appointments and share your calendar with others. To open the interface, click 'Calendars' in the Staff Panel then click the 'Show' button Comodo Security Solutions Inc. All rights reserved. 268

269 By default, the current month will be displayed. You can navigate to the current week or day by clicking the respective button at the top of the calendar. To view different months, click the '<' or '>' buttons at the top right side. The 'Calendars' drop-down allows you to view appointments created by you and by others. Select the option and click 'Show' beside it. Click on the drop-down to view the options: My Calendar - Displays appointments created by the currently logged in staff member. Shared Calendar - Displays appointments created and shared by all agents. All Staffs Calendar - Displays appointments created by all agents including those that are not shared Comodo Security Solutions Inc. All rights reserved. 269

270 Selected Staff Calendar - Displays the calendar created by the selected agent. When you select this option, you have to select the agent from the next drown-down and click 'Show'. My and Shared Calendar - Displays the appointments created by currently logged in agent and those that are shared by other agents. The interface allows you to: Create new appointment View and edit appointments Delete appointments Create new appointment Click 'Calendars' tab in the Staff panel Navigate to the date for which you want to create an appointment and double click on it. The 'Appointment Add' dialog will be displayed: Description - Provide an appropriate description for the appointment. Tickets - Allows you to search and select tickets that you want to associate with the appointment. This is optional. You can add multiple tickets by clicking '+' beside the field. Time Period - Allows you to select the date and time range for the appointment. Select the time period from the respective fields. Shared - Allows you to share the appointment with other agents. Click 'Save' 2017 Comodo Security Solutions Inc. All rights reserved. 270

271 The appointment will saved and displayed on the selected date. View and edit appointments You can edit appointments created by you as well as by others. To edit an appointment, double click on it in the calendar. The 'Appointment Edit' dialog will be displayed. Update the details. The process is similar to creating an appointment explained above. Click 'Save' for your changes to take effect. Delete appointments You can delete an appointment created by you as well appointments created by others. To delete an appointment, double click on it in the calendar. The 'Appointment Edit' dialog will be displayed Comodo Security Solutions Inc. All rights reserved. 271

272 Click the 'Delete' button. Click 'Yes, Do it!' to confirm removal of the appointment. 3.8 Managing Contracts Service Desk allows administrators to create service contracts with customer organizations as required. Administrators can define weekly, bi-weekly, monthly or annual subscription fees and offer 'pre-paid hours' that are covered by the fee. Each contract can also feature customer-specific billing rates for working on particular types of assets. Each contract includes the following components: The contract period. Subscription fee (optional). Billing period for the subscription. Pre-paid hours that are not charged and covered by the monthly bill. Option to carry forward unused pre-paid hours to the next billing cycle. Custom rates for assets and materials (optional). Tickets which include assets will incur charges at the rates specified in the contract. If pre-paid hours are included in the subscription fee, then time spent by staff on the customer's tickets will not be charged until it reaches the pre-paid hours. If the time exceeds the pre-paid allocation then the extra hours are 2017 Comodo Security Solutions Inc. All rights reserved. 272

273 charged at the rates specified in the contract. If custom asset rates are not mentioned in the contract, then the global rates will be applied (global rates can be managed at Admin Panel > Manage > Assets). To open the contracts interface: Open the Staff Panel Open the 'Contracts' tab: Column Headers Contract Name - Displays the name of the contract. Clicking a contract name opens the 'Contract Details' page. Company - Displays the organization for which the contract was created. Start date - Indicates the date from which the contract is effective. End Date - Indicates the expiry date of the contract. Prepaid (h) - Displays the number of pre-paid hours covered by the contract. 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 contracts based on their coverage period, name and organization. Use the 'From' and 'To' fields to search for contracts that are valid between specific date ranges. To search by contract name, type a contract name in the 'Contract Name' field. Use the 'Company' drop-down to filter contracts by specific company. Click the 'Search' button apply your filter. To clear all filters, simply click the 'Contracts' tab again. Creating New Contracts New service contracts can be added in two ways: Manually create a new contract. Clone an existing contract which can be modified to create a new contract. To create a new contract Click 'Add Contract' at the top right of the 'Contracts' interface 2017 Comodo Security Solutions Inc. All rights reserved. 273

274 2017 Comodo Security Solutions Inc. All rights reserved. 274

275 The 'New Contact' form will open. General Information Contract Name - Enter a short name for the contract shortly describing its purpose Company - Choose the organization who the contract is with Contract Details - Enter a short description for 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 the contract ends Contract Parameters Prepaid Hours - Enter the period of time that is offered as non-chargeable for the organization. This is optional. Fee - Enter the subscription fee for the services you provide. 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. Asset Rates Enter the hourly rates you will charge for working on different types of assets. If 'pre-paid hours' are defined in the contract, then only the time exceeding the pre-paid hours will use the charges specified here. If no pre-paid hours are defined then these rates will apply for all tickets which use those assets. If custom asset rates are not defined in the contract, then the global rates will be applied. Global rates can be viewed and managed at Admin Panel > Manage > Assets. Staff can specify the type of asset worked on when creating or updating a ticket. Click 'Save' after completing the form. The new contract will be created and will take effect for interactions with the customer from the start date mentioned in the contract. To create a new contract using an existing contract Select the contract which you want to use as base template from the 'Contracts' interface and click 'Copy' 2017 Comodo Security Solutions Inc. All rights reserved. 275

276 Click 'Yes, Do it! In the confirmation dialog The 'Copy Contract' form will appear. The general information, contract parameters and asset rates are prepopulated with the values of those in the source contract Comodo Security Solutions Inc. All rights reserved. 276

277 Enter a new name, choose the organization and edit the contract parameters/asset rates as required for the new contract, as explained above. Click 'Save' to add the new contract. To remove a contract, select it from the 'Contracts' interface, click 'Delete' Comodo Security Solutions Inc. All rights reserved. 277