Comodo Help | Comodo Products Help Guide - Comodo One - Service Desk 2017. 5. 22.آ  Comodo One - Service

  • View
    0

  • Download
    0

Embed Size (px)

Text of Comodo Help | Comodo Products Help Guide - Comodo One - Service Desk 2017. 5. 22.آ  Comodo One -...

  • rat

    Comodo One Software Version 3.8

    Service Desk Administrator Guide

    Guide Version 4.0.051917

    Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

  • Comodo One - Service Desk - Administrator Guide

    Table of Contents 1 Introduction to Service Desk Module..................................................................................................................... 4

    1.1 Quick Start................................................................................................................................................... 6 1.2 Logging-in to the Service Desk Module....................................................................................................... 33

    2 Service Desk Admin Panel.................................................................................................................................. 35 2.1 Admin Panel Dashboard............................................................................................................................. 37

    2.1.1 Viewing the Dashboard and Exporting Reports................................................................................... 38 2.1.2 Viewing Alerts & Notifications............................................................................................................. 41

    2.2 Service Desk Configuration ........................................................................................................................ 42 2.2.1 Configuring Company Profile.............................................................................................................. 43 2.2.2 C1 Service Desk System Settings...................................................................................................... 45 2.2.3 Ticket Settings and Options................................................................................................................ 47 2.2.4 Email Settings and Options................................................................................................................ 51 2.2.5 Access Control Settings...................................................................................................................... 53 2.2.6 Knowledge Base Settings and Options............................................................................................... 63 2.2.7 Autoresponder Settings...................................................................................................................... 64 2.2.8 Configuring Alerts and Notices............................................................................................................ 65 2.2.9 Configuring Two Factor Authentication................................................................................................ 66

    2.3 Managing Service Desk Components......................................................................................................... 67 2.3.1 Help Topics........................................................................................................................................ 68 2.3.2 Ticket Filters....................................................................................................................................... 73 2.3.3 Service Level Agreements (SLA)........................................................................................................ 76 2.3.4 API Keys............................................................................................................................................ 80 2.3.5 Client Portal Pages............................................................................................................................. 82 2.3.6 Forms................................................................................................................................................ 84 2.3.7 Custom Lists...................................................................................................................................... 89 2.3.8 Viewing and Managing Global Rates for Assets.................................................................................. 95 2.3.9 Managing Materials and Expense Items............................................................................................. 98

    2.4 Managing Emails...................................................................................................................................... 100 2.4.1 Email Addresses............................................................................................................................... 101 2.4.2 Ban List............................................................................................................................................ 104 2.4.3 Email Templates............................................................................................................................... 106 2.4.4 Testing Outgoing Email Settings........................................................................................................ 111

    2.5 Managing Time Sheets............................................................................................................................. 112 2.6 Managing Staff.......................................................................................................................................... 116

    2.6.1 Staff Members.................................................................................................................................. 117 2.6.2 Staff Roles....................................................................................................................................... 122 2.6.3 Departments..................................................................................................................................... 125 2.6.4 Time Sheet Templates...................................................................................................................... 129 2.6.5 Material Approval.............................................................................................................................. 132

    2.7 Managing Announcements........................................................................................................................ 134 2.8 Generating Reports.................................................................................................................................. 136

    2.8.1 Time Log Reports............................................................................................................................. 137

    Comodo One - Service Desk - Administrator Guide | © 2017 Comodo Security Solutions Inc. | All rights reserved. 2

  • Comodo One - Service Desk - Administrator Guide

    2.8.2 Cost Reports.................................................................................................................................... 139 2.8.3 Tickets Reports................................................................................................................................ 141 2.8.4 Assets Reports................................................................................................................................. 144 2.8.5 Department Ticket Reports............................................................................................................... 145 2.8.6 Agent Reports.................................................................................................................................. 147 2.8.7 Users Reports.................................................................................................................................. 148 2.8.8 Resource Appointment Reports........................................................................................................ 150 2.8.9 Scheduling Periodical Report Generation ........................................................................................ 151

    3 Service Desk Staff Panel................................................................................................................................... 156 3.1 Staff Panel Dashboard.............................................................................................................................. 157

    3.1.1 Viewing the Dashboard and Exporting Reports................................................................................. 158 3.1.2 Viewing Staff Members..................................................................................................................... 162 3.1.3 My Profile......................................................................................................................................... 163

    3.2 Managing Users and Organizations.......................................................................................................... 165 3.2.1 Managing Users............................................................................................................................... 166 3.2.2 Managing Organizations................................................................................................................... 192

    3.3 Managing Tickets...................................................................................................................................... 206 3.3.1 Ticket Details.................................................................................................................................... 215

    3.4 Managing Knowledgebase........................................................................................................................ 249 3.4.1 FAQs.................................