Service Desk (ITSM) Software - User Manual

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Comodo One MSPSoftware Version 3.1

Service Desk

Staff GuideGuide Version 3.5.053116

Comodo Security Solutions1255 Broad StreetClifton, NJ 07013

C1 - Service Desk - Staff Guide

Table of Contents 1 Introduction to Service Desk Module.....................................................................................................................3

1.1 Quick Start........................................................................................................................................................6

1.2 Logging-in to the Service Desk Module.......................................................................................................19

2 Service Desk Staff Panel........................................................................................................................................20

2.1 Staff Panel Dashboard...................................................................................................................................22

2.1.1 Viewing the Dashboard and Exporting Reports.................................................................................23

2.1.2 Viewing Staff Members.........................................................................................................................26

2.1.3 My Profile...............................................................................................................................................27

2.2 Managing Users and Organizations.............................................................................................................29

2.2.1 Managing Users.....................................................................................................................................29

2.2.2 Managing Organizations.......................................................................................................................52

2.3 Managing Tickets...........................................................................................................................................66

2.3.1 Ticket Details.........................................................................................................................................71

2.4 Managing Knowledgebase..........................................................................................................................100

2.4.1 FAQs.....................................................................................................................................................101

2.4.2 Managing Categories..........................................................................................................................110

2.4.3 Canned Responses.............................................................................................................................116

2.5 Managing Projects.......................................................................................................................................122

2.6 Managing Staff Time Sheets.......................................................................................................................132

About Comodo..........................................................................................................................................................142

C1 – Service Desk - Staff Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 2


1 Introduction to Service Desk ModuleComodo 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 help desk staff to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, generate reports and more.

The Staff Panel allows the support personnel to view and manage tickets, generate reports, add new users, add and edit organizations, reassign tickets and more.



Key Features:


C1 - Service Desk - Staff Guide• 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 allowsend-users to view their ticket thread by logging in with their email address and ticket number.

• Ticket Creation – Allows users to raise tickets in multiple ways – via email, over phone to staff members 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 staff member to cut down response time.

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

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

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

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

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

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

Guide Structure

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

• Introduction to Service Desk Module

• Quick Start

• Logging-in to the Service Desk Module

• Service Desk Staff Panel

• Staff Panel Dashboard

• Managing Users and Organizations

• Managing Tickets


C1 - Service Desk - Staff Guide• Managing Knowledgebase

• Managing Projects

• Managing Staff Time Sheets

1.1 Quick StartThis tutorial explains how staff members can add end users who needs support, create organizations, create help topics, add support content such as for FAQs and Knowledge Base articles and manage their time sheets.

• Step 1 - Login to the Admin Console

• Step 2 - Enroll Users

• Step 3 - Assign Users to Organizations

• Step 4 - Manage Tickets

• Step 5 - Manage Knowledgebase

• Step 6 - Manage Your Time Sheets

Step 1 – Login to the Admin Console

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

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

• Click on 'Service Desk' to open the application

Step 2 – Enroll Users

New users can create accounts then submit tickets at the client portal URL (e.g. https://coyote.servicedesk.comodo.com). Staff members can also manually enroll new users individually or in bulk from the service desk console. All users, whether self-enrolled or manually enrolled, can be added to organizations as explained in step 3.


https://one.comodo.com/app/login


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

To add users manually

• Click the 'Add User' link

• Fill up the form and click the 'Add User' button.

The new user will be created and the status will be displayed as 'Guest'.

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



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

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



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 will be same as explained above. Refer to the section 'Managing Users and Organizations' for more details.

Step 3 – Assign Users to 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. Organizations are added to service desk intwo ways:

• Through Comodo One Interface – MSP Administrators can add new organizations through the C1 interface. These Organizations fully managed, meaning they will available for selection in all integrated modules (Service Desk, RMM, Patch Management and ITSM)

• Through Service Desk – Administrators and staff members can add Organizations that require Service Desk service alone, through the Service Desk interface. These organizations will be visible only in the service desk module and not in the C1 interface or available in other modules. These are created for ticket


C1 - Service Desk - Staff Guidemanagement purposes alone. You can create an organization in Service Desk by clicking 'Users' > 'Organizations' > 'Add New Organization' from the Staff panel.

You can also create a new organization directly from a user's detail screen.

To assign users to an organization

• Click the 'Users' tab > 'User Directory' link.

The list of users will be displayed.

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

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

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

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


C1 - Service Desk - Staff Guide• 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'.



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 from Service Desk

• Click the 'Users' tab and choose 'Organizations'

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

The 'Add New Organization' screen will be displayed:



• Name: Enter the name of the organization.

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

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

• Address: The address of the organization.

• Phone: The contact number of the organization.

• Website: The URL of the organization's website.

• Internal Notes: Enter any notes regarding the organization.

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

Step 4 – Manage Tickets

Tickets that are sent by users can be viewed and managed under the 'Tickets' tab.


C1 - Service Desk - Staff GuideAt 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'.

Step 5– Manage Knowledgebase

The 'Knowledgebase' feature allows staff members 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.

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 6 - Manage Your Time Sheets

Staff members can maintain time sheets for administrators to evaluate their performance and track their working hours. Time sheets can be created and updated by importing tasks from the tickets and manually entering the time spent for other miscellaneous tasks. Completed time sheets can be submitted to the administrators for approval.

To create a time sheet

• Click the 'My Time Sheets' tab to open the Time Sheets interface.

• Click the 'New Time Sheet' link



• Select the period for which the time sheet has to be created 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.

• First Half of Month - Allows you to include the first fortnight of the current month or any previous 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.

• Select the date range to be covered by the selected period by clicking the calendar icon

• Click 'Done' after selecting the date range



• Click 'Continue' in the Set Time Sheet's Period dialog.

A new sheet will be added for the date range under 'Not Submitted' category.

To update a time sheet

• Click on the time sheet to be updated, from the 'Time Sheets' interface

The screen for updating the time sheet will open, displaying each activity in a line, total time spent on it and time spent on them on each day in the time period covered by the time sheet. The screen displays the first week, within the period by default. To view the details on the previous or next weeks, use the 'Previous Week' and 'Next Week' links at the top.

• To import the tickets you worked on and time spent, within the time period, click he 'Update Ticket's Data' button.



• Click 'OK' in the confirmation dialog

The tickets numbers and time spent by you on the days that fall within the period covered by the time sheet, will be automatically fetched from the server and populated for respective days in the time sheet. You can repeat this process repeatedly within the time period to update the sheet with latest details.

• Click 'Save' for your changes to take effect

• To manually add an activity, click 'Add New Line'



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



• Click 'OK' in the 'Time Sheet Entry' dialog.

The activity will be added to the list.


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

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


https://one.comodo.com/app/login


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

• Click on 'Service Desk' under 'Licensed Applications'.

2 Service Desk Staff PanelThe Staff Panel is the control center for Staff Members (Agents) and allows them to manage assigned tickets, create new users, edit organizations, manage knowledge-base items, manage projects and update their time sheets. Staff Members are enrolled into the Service Desk by administrators and their privileges depends on the permissions configured for them in the Admin Panel. Staff Members that are granted admin permissions can also access the Admin Panel.




C1 - Service Desk - Staff Guide 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 members to manage tickets created by users as well as by staff members on behalf ofusers. Open tickets that are unassigned can be claimed by staff members depending on the allowed settings. The section also provides ticket details such as tickets that are open, closed, overdue and paused.Refer to the section Managing Tickets for more details.

• Knowledgebase - Allows staff members to create FAQs that can be configured to be displayed on the users' web portal on selection of a help topic. The section also allows staff to add canned responses that can be used by staff members when responding to a ticket. Refer to the section Managing Knowledgebase for more details.

• Projects - Allows staff members to create projects by integrating tasks and tickets in hierarchical structure and manage their progress. Refer to the section Managing Projects for more details.

• My Time Sheets - Allows staff members to create and update their time sheets for different time periods and submit them to administrators for approval. The time sheets allows administrators to evaluate the performance of the staff members and track their working hours. Refer to the section for Managing Staff Time Sheets more details.

Selected interfaces display a tool tip button beside the features. Clicking on this button will display the summarized help content regarding the feature. To close the help screen, click the button at the top right.

2.1 Staff Panel DashboardThe 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.



The following section explain more about:

• Viewing the Dashboard and Exporting Reports

• Viewing Staff Members

• My Profile

2.1.1 Viewing the Dashboard and Exporting ReportsThe 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.



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


C1 - Service Desk - Staff Guidethat 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 havehad 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 Statisticstable 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 bealways less than the period selected. The legends in the graph provide the statuses of the tickets, such as how manyare created, closed, reopened and so on. Hovering the mouse over a graph line displays the number of tickets for that particular item.



Statistics

The section displays the statuses of tickets item wise, that is department, topics, staff, source and priority for the selected period.

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

'At the moment' pie charts display the number of the unassigned and paused tickets. When these tickets are assigned, resumed or deleted, the screen will reflect the changes accordingly.

Exporting Statistics to a CSV file

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

2.1.2 Viewing Staff MembersThe Staff Members screen displays the name, department and contact details of staff enrolled in Service Desk.

• To view the staff members screen, click the 'Dashboard' tab from the 'Staff Panel' and choose 'Staff Directory'



By default, staff members will be listed in alphabetical order according to name.

Sorting the items

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

Column Headers

• Name: The name of the staff member.

• Department: The department to which the staff member is assigned.

• Group: The staff group to which the staff is a member of.

• Email Address: Email address of the staff member entered at the time of enrollment.

• Phone Number: Fixed line number of the staff member.

• Phone Ext: Phone extension number of the staff member.

• Mobile Number: Mobile contact number of the staff member.

Staff details are as per the information entered during staff enrollment. You can add phone numbers and create an outgoing email signature for a member in the 'Staff Panel' interface.

2.1.3 My ProfileMy 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'



Contact Information

• Username: The login username of the staff member. Cannot be edited

• Person Name: Full name of the staff member. Cannot be edited

• Email Address: The email address of the staff member. Cannot be edited

• Phone Number: Contact desk phone number of the staff member

• Mobile Number: Mobile phone number of the staff member

Preferences

• Time Zone: The time zone of the staff member's location. The staff can choose their time zone. The details and notifications on the Service Desk console will be displayed to the staff with their local time chosen.

• Preferred Language: Select the preferred language from the drop-down.

• Maximum Page size: Number of entries to be displayed per page such as tickets page. If system default isselected, then the settings done by the administrator will take effect.

• Auto Refresh Rate: The staff member can configure the frequency at which the ticket status and dashboard pages are to be refreshed. If disabled, the staff can refresh the details by clicking the 'Refresh' button in respective pages.

• Default Signature: Select the signature that should be displayed in the ticket responses emails from you. You can enter your signature message in the 'Signature' text field at the bottom of the page. Department's signature is set by administrators.


C1 - Service Desk - Staff Guide• Default Paper Size: The page size used when printing tickets to PDF. Staff members can also change the

page size in the ticket print dialog screen.

• Show Assigned Tickets: If enabled, the staff member's name will not be displayed in the tickets assigned to him/her, instead the staff member'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.

2.2 Managing Users and OrganizationsTickets 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 'Users' tab to open the interface:

Refer to the following sections for more details:

• Managing Users

• Managing Organizations

2.2.1 Managing UsersThe 'Users Directory' interface displays a list of all guests and registered users and allows staff members to add, editand 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. The page updates itself periodically as per the setting done in the 'My Profile' interface. Staff members can also update the page manually by clicking the 'Refresh' button located at top right side.

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 userhas 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.


C1 - Service Desk - Staff GuideThe 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 email to the user

• Manage account access

• Add forms

• Manage notes

• Add a user to an organization

• Manage tickets raised by a user

• Create a new ticket on behalf of a user

• Export users list

Add a user

A user can be added manually or imported by a staff member. When a user is added, he/she will be listed as a guestuser. 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. Refer to the section Managing Organizationsfor more details. The following method describes how to add users from the 'User Directory' screen.

To add a user manually

• Click the 'Add User' link at the top right side of the screen

The 'Lookup or create a user' screen will be displayed:



The fields available in the above form are fetched from the built-in 'Contact Information' that can be only be edited byadministrators.

• Email Address: Enter the email address of the user. This is used for signing into the web portal after the registration is completed.

• Full Name: The name of the user.

• Phone Number: The contact number of the user.

• Internal Notes: Enter any notes regarding the user.

Click the 'Add User' button. The user will be added as a guest user in Service Desk and listed in the screen.

Alternatively, a non-registered user will be added automatically as a guest when he/she raises a ticket in the web portal for the first time.

To import users

• Click the 'Import' link at the top right sight of the screen.

The 'Import Users' screen will be displayed:



The 'Copy Paste' method allows you to import users with name and email details only.

• Enter the full name followed by a comma and the email address of the user

• To import more users, add more user details in subsequent lines

• Click the 'Import User' button to add the users as guest users.

The 'Upload' method allows you to import users from a CSV file.

If you need to add more fields for the users, contact your administrator.

• Click the 'Browse...' button and navigate to the CSV file in your computer and click the Import Users button.

Register a user

A guest user can be registered by a staff member from the 'User Details' screen. A user can also register in Service Desk in the web portal.



To register a guest user

• Click on the name of the guest user that you want to create an account.

• Click on the 'Register' button.

The 'Register' screen for the selected user will be displayed:

• Update the form if required and click the 'Create Account' button. The user account will be added with the status 'Locked (Pending Activation)'. The account needs to be activated to enable the user to access the web portal and create support tickets.

Activation can be done in two ways:

• Through an activation email

• Through the Staff Panel

User Account Activation through Activation Email

If 'Send account activation email...' is selected in the 'User Registration' dialog, an activation email will be sent to the user. After clicking the activation link in the mail, the user will be asked to configure his/her password. Once activation is complete, their status will change to 'Active (Registered)'.



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 require 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.



• Click the 'Manage Access' tab

• Enter the new password for the user and re-enter it for conformation in the respective fields

• Set account restrictions by selecting the required check-boxes:

• Administratively Locked: If enabled, the user cannot access the web portal. However, the user can raise tickets via email.

• Password Reset Required: If enabled, a reset password screen will be displayed when the user logs into the web portal.

• User Cannot Change Password: If enabled, the user cannot change his/her password.


C1 - Service Desk - Staff Guide• Click 'Save Changes'

You can now communicate the password to the user. The user can login to the service desk web console at https://<your_subdomain_name>.servicedesk.comodo.com by entering their email address as username and entering the password. Depending on your preferences, they may have to change their password on first logon. Once their account is activated they will be able to create tickets from the web console.

Alternatively, a user can register an account from the web portal home page by clicking the 'Sign In' button then 'Create an account' link. Please note the 'Registration Method' should be set as 'Public – Anyone can register' by the administrator.

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.



The user after filling up the form should click the 'Register' button for activating his account. An account verification email will be sent to the registered email address. The user should click the verification link to activate his/her account.

Edit a user

• To edit the details of a user, click 'Users' > 'User Directory' then click the name of a user:



The 'Update User' screen will be displayed.

• Edit details as required and click the 'Update User' button.

Delete a user

You can remove users associated with an Organization at anytime. On removal of a user, you have the choice of reassigning the tickets associated them to other users or removing them from Service Desk.

Tip: The tickets added to Knowledgebase will not be removed.

• To remove a user, click the name of the user then click 'Delete User' in the 'User Details' screen.



The 'Delete User' confirmation screen will be displayed.

• To remove the tickets associated with the user, select the checkbox.

• To reassign the tickets to a different user before removing the user, click on the '<NN> tickets' link in the dialog to view the list of tickets assigned to him/her, open each ticket by clicking on them and reassign to a different user. For more details, refer to the explanation of reassigning tickets in the section Ticket Details.

Note: You cannot remove a user with tickets associated him/her.

• Click 'Yes, Delete User'

Once a user account is deleted, you cannot restore it. If needed, the user is to be added with a new user account.

• To delete multiple users at a time, select the check-boxes beside them in the 'User Directory' interface and click the 'Delete Selected' button at the bottom.



• Click 'Yes, Do it!' to confirm the deletion of selected users.

Warning: All tickets associated with the removed users will also be automatically deleted.

Send password reset / activation email to the user

The 'More' drop-down allows you to reset passwords for activated users, and send activation emails to unregistered users.

• To send a password reset / activation email, first click a user's name then the 'More' button on the right:

Registered Users Unregistered Users

For resetting password

• Click the 'Send Password Reset Email' link

• Click 'OK' to confirm sending the password reset email to the user.

An email containing the password reset link will be sent to the user. The user has to click the link and in the 'Forgot My Password' page should enter the registered email address and click Login. In the Manage Your Profile Information page, the user can reset his/her password and click the 'Update' button.

To activate a user

• Click the 'Send Password Reset Email' link



• Click 'OK' to confirm sending the activation mail

An activation email will be sent to the user. Clicking the activation link in the mail, the user can configure his/her password in the Manage Your Profile Information page. Once the activation is completed their status will change to 'Active (Registered)'.

Manage account access/User Information

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:


C1 - Service Desk - Staff GuideThe 'Manage Access' tab allows staff members to configure a user's access to his/her account:

Account Access

• Username: Edit the user email if required.

• Password Fields: Enter the new password and confirm it.

Account Flags

• Administratively Locked: If enabled, the user cannot access the web portal. However, the user can raise tickets via email.

• Password Reset Required: If enabled, a reset password screen will be displayed when the user logs into the web portal.

• User Cannot Change Password: If enabled, the user cannot change his/her password.

• Click the 'Save Changes' for your updates to take effect.

Add forms

By default, the contact information of the user is mandatory and staff members can add more forms to include more details about the user.

• To add more forms for a user, click on the name link in the 'User Details' interface, then click the 'Manage Forms' link from the 'More' button at the right side.


C1 - Service Desk - Staff GuideThe '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.

• 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.



• 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.

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 and administrators for any other purpose as required. This will be visible only to staff members

To manage notes, click the 'Notes' tab in the 'User Details' interface

• To add new notes, click the 'Click to create a new note' link and click the 'Create' button at the bottom.

• To edit a note, click the 'Edit' button at the far end of the note.


C1 - Service Desk - Staff Guide• 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'. Referto Managing Organizations for more details. The following method describes how to assign users to organizations from the 'User Directory' screen.

• To add a user to an organization, click their name in the 'User Details' interface, then click 'Add Organization'.



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'.

Refer to the section 'Managing Organizations' for more details about the details to be entered on adding a new


C1 - Service Desk - Staff Guideorganization.

• Click 'Add Organization'

The new Organization will be added to Service Desk and the user will be added to the new organization.

Manage tickets raised by a user

Tickets that are raised by a user can be managed from the 'User Directory' interface. This screen enables staff members to view and manage tickets created by users.

• To view and manage tickets created by a user, click on the name link in the 'User Details' interface, then click the 'User Tickets' tab.

The screen will display the list of tickets created by the user and ticket that was raised last will be shown at the top ofthe 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.

• 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.

Create new ticket on behalf of a user

Users can create tickets in Service Desk from the web portal or by sending an email. Users can also contact the staffmember 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 inthis screen comes preselected. Refer to the section 'To create a new ticket on behalf of a user' 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.

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.

2.2.2 Managing OrganizationsThe 'Organizations' interface allows staff members to add, edit and manage organizations, assign users to organizations, manage organization tickets, configure account managers and primary contacts. The staff can also set hourly charge rates for attending to/fixing different assets on per-organization basis.

Administrators can create organizations/companies in the Comodo One MSP interface. Such 'Managed' companies will also become available in all integrated modules (Patch Management, Service Desk, IT and Security Manager and so on). However, you have the option to add 'standalone' (aka 'Unmanaged') organizations to Service Desk for the purpose of ticket management alone. The organizations added via Service Desk will have 'Non-managed' status - meaning these organizations will not be available in Comodo One MSP or other modules. If required, you can add these organizations to C1 for converting them to fully managed status. Refer to the section 'Add an Organization' for more details about adding organizations in Service Desk alone.

• To open the 'Organizations' interface, click the 'Users' tab and choose 'Organizations':


C1 - Service Desk - Staff GuideThe list of organizations displayed includes organizations that are added via C1 ('managed') and from Service Desk ('unmanaged'). The number of organizations displayed in the list can be configured in the 'My Profile' interface. Clicking on a column header sorts the items in ascending/descending order.

Search Options

• Enter the name or partial name of the organization and click the 'Search' button.

• To clear the results and display all organizations, clear the field and click the 'Search' button or simply click the 'Organization' link.

Column Headers

• Name: The name of the organization.

• Users: Number of users assigned to the organization.

• Created: The date on which the organization was added.

• Updated: The date and time the organization details was edited and updated.

From the 'Organizations' interface, a staff member can:

• Add an organization

• Edit, configure and fix asset billing rates

• Add users to an organization

• Manage forms

• Manage tickets

• Manage notes

• Export organizations list

Add an organization

The organizations that are added via this interface will be available for ticket management alone and will not be listedin the C1 interface. Once an organization has been added (via C1 and / or ITSM), staff members can assign users tothem, monitor and view organization tickets and set billing rates. Staff members can also add organizations from the 'User Directory' interface (refer to the explanation under 'Add a user to an organization' in the section 'Managing Users' for more details on this).

The following tutorial describes how to add organizations from the 'Organizations' interface:

To add an organization

• Click the 'Add New Organization' link at the top right side of the screen

The 'Add New Organization' screen will be displayed:



• Name: Enter the name of the organization.

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

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

• Address: The address of the organization.

• Phone: The contact number of the organization.

• Website: The URL of the organization's website.

• Internal Notes: Enter any notes regarding the organization.

After completing the form, click the 'Add Organization' button to add the organization to Service Desk. Staff memberscan now configure its settings, users and billing rates.



When a new organization is created, two new users, the Monitor Agent and the Patch Agent with email IDs are added automatically. 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. The agents' email IDs are used to collect the tickets submitted by the C1 modules.

Edit, configure and fix asset billing rates

Once an organization has been added, staff members can assign users to them, monitor and view organization tickets and set billing rates. Refer to the section 'Add an Organization' about adding organizations in Service Desk alone.

To edit, configure and fix asset billing rates

• Click on the name of the organization in its details screen.



The edit screen of the 'Organization' will be displayed.

Edit Organization's Details

• To edit the details of the organization, click the 'Fields' tab, update as required and click the 'Update Organization' button.



Configuring Organization's Settings

• To configure the organization's settings, click the 'Settings' tab.

• Account Manager: Select the staff member from the drop-down that will act as 'Account Manager' for this organization.

• Auto-Assignment: If enabled, tickets raised by the organization's users will be automatically assigned to the Account Manager. Please note the auto-assignment settings done in 'Ticket Filters' and 'Help Topics' by


C1 - Service Desk - Staff Guidethe administrator will take precedence over this setting done here.

• Primary Contact: Select the primary contact(s) for this organization to whom all tickets raised by its users will be added as collaborator(s), that is, added as CC in the ticket mails.

• Automated Collaboration: Allows you to select persons to be added as CC in the ticket mails.

• Primary Contacts: If enabled, primary contacts selected above will be added as collaborator(s), that is, added as CC in the ticket mails.

• Organization Members: If enabled, all users in the organization will be added as collaborators.

• Main Domain

• Auto Add Members From: Enter the domain name for which users that are added in 'User Directory' with the same domain name in the email field will be automatically added to the organization.

Click the 'Update Organization' button.

Fix Billing Rates for different types of Assets

• To specify the billing rates for assets that are associated with tickets, click the 'Assets rate' tab.

• Enter the amount in each asset field. Please note that if the fields are left blank, then the 'Global Rates' set by the administrator will apply.

• Click the 'Update Organization' button.

Add users to an organization

A user can be added manually or imported by a staff member to an organization. When a user is added, he/she will be listed as a guest user. To have an account in Service Desk, a guest user has to be registered. A non-registered user, when he/she raises a ticket in the web portal for the first time will also be added in Service Desk as a guest user and listed in the screen. Refer to the sub sections 'Add a user' and 'Register a user' in the 'Managing Users' section for more details. Users added via 'User Directory' interface can be added to organizations in the 'Organizations' screen. The following method describes how to add users directly to organizations from the 'Organizations' screen.

To add a user manually to an organization


C1 - Service Desk - Staff Guide• Click the 'Add User' link at the top right side of the screen

The 'Add User' screen will be displayed.

• Email Address: Enter the email address of the user. This is used for signing into the web portal after the registration is completed.

• Full Name: The name of the user.

• Phone Number: The contact number of the user.

• Internal Notes: Enter any notes regarding the user.

The fields available in the above form are fetched from the built-in 'Contact Information' that can be only be edited byadministrators.

• Click the 'Add User' button. The user will be added to the organization.

To import users to an organization

• Click the 'Import' link at the top right side of the screen

The 'Import Users' screen will be displayed.



The 'Copy Paste' method allows you to import users with name and email details only.

• Enter the full name followed by a comma and the email address of the user

• To import more users, add more user details in subsequent lines

• Click the 'Import Users' button to add the users as guest users to the organization

The 'Upload' method allows you to import users from a CSV file.



If you need to add more fields for the users, contact your administrator.

• Click the 'Browse...' button and navigate to the CSV file in your computer and click the 'Import Users' button.

Manage forms

By default, the 'Organization Information' of an organization is mandatory and staff members can add more forms to include more details about the organization.

• To add more forms for an organization, click on the name link in the 'Organization Details' interface, then click the 'Manage Forms' link from the 'More' button at the right side.

The 'Manage Forms' for the selected organization screen will be displayed.



• Select the required form to be added for the organization from the drop-down. The 'Forms' that are listed here can be added by administrators.


After adding the new form, staff members can update the organization's details by clicking the organization's name inthe '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.


C1 - Service Desk - Staff Guide• 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 and administrators to view and manage tickets created by organization users.

• To view and manage tickets created by users belonging to an organization, click on the organization's namelink in the 'Organizations' interface, then click the 'Tickets' tab.

The screen will display the list of tickets created by the users for that organization and ticket that was raised last will be shown at the top of the list.

Column Headers

• Ticket: The number assigned to the ticket. Clicking on the ticket number will open the 'Ticket Details' screen. Refer to the section 'Managing Tickets' for more details.


• 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 email address of the user in the organization that raised the ticket. Clicking on the textlink will open the 'User Directory' screen. Refer to the section 'Managing Users' for more details.




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 and administrators 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.

• 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.

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.





2.3 Managing TicketsThe 'Tickets' tab allows staff members (agents) and administrators to manage tickets raised by users. Tickets can beraised in multiple ways: using the web portal; from a staff member's interface on behalf of users; via email and from C1 Modules – Remote Monitoring Management (RMM) and Patch Management using Application Programming Interface (API).

Tickets can also be created for initiating quote generation as per the demands for products and services from the customers.

The 'Tickets' tab has separate links for each of the ticket statuses:

• Clicking a ticket number or subject will open the ticket's full details panel. This panel allows you to review, reassign, close, edit, transfer or take other actions on the ticket.

• Placing the mouse cursor over the ticket number will display a ticket summary box. This contains a snapshot of the ticket's current status as well as shortcuts which allow you to take further actions.

• The buttons at the bottom of the interface let you quickly perform actions on selected tickets. Tickets can beselected using the check-boxes in the first column.

Service Desk categorizes tickets according to 7 different statuses. The links at the top of the 'Tickets' interface allow you to view the list of tickets with respective statuses. The interface also contains a link that allows you to create a new ticket:

• Open: Tickets that are not yet resolved. 'Assigned' and 'Answered' tickets may be excluded from this view if configured so by the administrator. 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


C1 - Service Desk - Staff Guideby clicking the ticket number/subject then clicking the 'Assign Ticket' tab.

• My Tickets: Tickets that are assigned to the person that is currently logged-in. Tickets can be answered, re-assigned, transferred, provide details of time spent for the ticket and more by clicking the ticket number/subject.

• Overdue: Tickets that are not closed within the stipulated period per the SLA plan. Overdue tickets will be closed automatically if configured so by the administrator.

• 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 staff member to raise a ticket on behalf of users.

The icons in the ticket column indicate the source through which it was raised.

S.No. Ticket Icon Description

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 email.

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.

2 Indicates the ticket is locked by the staff member.

3 Indicates the number of actions taken on the ticket. Actions can be replies, internalnotes 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 canfilter 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 thenclick '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:



• 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.


• Subject: The summary of the issue entered in the 'Issue Summary' text field in the web portal by the user or by the staff member while creating a ticket on behalf of a user in the 'New Ticket' screen. Clicking on the text link will open the 'Ticket Details' screen.

• From: The name of the user that raised the ticket.

• Priority: The priority of the ticket. The priority of a ticket depends on the settings done in 'Help Topics', 'Department' and 'Ticket Filters' by the administrator. For tickets that are raised via emails, the default priority is 'Emergency' if the configuration is enabled by the administrator. If this is not enabled, then it will be 'Normal' priority for tickets raised via emails. Please note that for all cases, the tickets that are filtered via'Ticket Filters' setting, the priority setting done in the filter by the administrator will prevail.


C1 - Service Desk - Staff Guide• 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 was assigned

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

• Closed By: The name of the staff member who closed the ticket


The ticket preview allows staff members to view the details and the links at the bottom to manage it. Refer to the section 'Ticket Details' for more details.

Export ticket to a CSV file

• To download the list of tickets in Service Desk, click the 'Export' link at the bottom of a ticket category.





The 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.

2.3.1 Ticket Details'Ticket Details' screen contains comprehensive information about a ticket and includes a history of all replies and activities. A staff member can create a ticket on behalf a customer. From this screen, a staff member can also take various actions like reply, edit, assign, reassign, close, initiate a quote process or post a note to the ticket. Staff members can create knowledge-base articles for the benefit of users and enter the time spent for their tickets.

Depending on the help topic to which the ticket belongs, the ticket can be of single stage or multiple stage.

Note: Administrators can configure the Help topics to have single or multiple stages, depending on their nature. A multi stage ticket enables it to be automatically forwarded to relevant staff and departments at each stage through its life cycle and allows appropriately privileged staff/administrators to track its work flow. For more details regardingHelp topics, refer to the section Help Topics.

Single Stage Ticket

Administrators can also configure help topics so that a ticket can be closed with a single stage, to be backward compatible with previous versions.

Multiple Stage Ticket

The Help topics can be configured such that the ticket passes through more than one stage that is configured for a specific type of issue.

To open a ticket

• Click the 'Tickets' tab from the Staff Panel

• Click on the subject of the ticket to be opened



The detail screen is split into three main areas:


C1 - Service Desk - Staff Guide• 'Overview' – Upper section that summarizes information such as ticket status, name, assigned user, priority

and create a knowledge-base article and more.

• 'History' – middle section that contains a full activity history, including replies, internal notes or other status updates.

• 'Available Actions' - Lower section which allows staff members to take actions such as reply, change department, reassign to another staff member, add collaborators, create a knowledge-base article and more.

Overview

The top portion of the ticket details screen displays information about the ticket such as the name of the user that raised the ticket, user's email ID and more. The number of fields that are displayed depends on the 'Forms' added forthe ticket by the administrator. The ticket details shown below displays the fields that are available by default.

• Ticket No: The identification number of the ticket.

• Status: The current status of the ticket, whether open or closed.

• Priority: Select the priority level for the new ticket.

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

• Create Date: The date and time the ticket was created.

• Assigned To: The name of the staff member to whom the ticket is currently assigned.

• SLA Plan: The name of the Service Level Agreement (SLA) plan that was assigned via Help Topic or Department.

• Due Date: The date and time before which the ticket should be closed.

• Total Material Cost: An itemized list of the cost of any components used while fixing this issue. Staff members can add items and their cost by clicking the ‘Add Material’ button at the top of the ticket. See Adding Materials to the ticket for more details.

• Asset Type: The type of asset chosen by the user or staff member while creating the ticket. This helps to


C1 - Service Desk - Staff Guidedetermine the billing rate.

• Time Spent: The amount of time spent on the ticket so far.

• Category: The type of category chosen by the user or staff member while creating the ticket. The options available are 'Alert', 'Order' and 'Problem'.

• SubCategory: The details entered by the user or staff member.

• User: The name of the user that created the ticket. The number beside the user's name indicates the tickets raised by the user. Clicking the name link will display the 'User Detail' screen associated with the ticket.

The tabs in the user details screen allow a staff member to edit details of the user, manage the user's organization and add notes for the user. Refer to the sections 'Managing Users' and 'Managing Organizations' for more details.

• Clicking the number beside the user's name will display a call out allowing you to view and manage tickets associated with the user. It also allows you to manage the user and the organization to which he/she belongs. Refer to the sections 'Managing Users' and 'Managing Organizations' for more details.

• Email: The registered email ID of user.

• Phone: The contact number of the user.

• Source: The source via which the ticket was created and the IP address of the network.

• Help Topic: The help topic that was selected at the time of raising the ticket.

• Last Message: The date and time of the latest message sent by the user.

• Last Response: The date and time of the latest response by the staff member.

• Time Spent (Local time) - The amount of time spent on the ticket so far and can be edited/updated by the staff member for tickets assigned to him/her.

• Ticket Work Flow: This area appears only for multi stage ticket. The Ticket Work Flow displays the list of


C1 - Service Desk - Staff Guidestages 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 inthe 'Save Work Time' dialog.

• Specify whether the work time is billable by selecting the checkbox an click 'Record', to add the time to the ticket.

• To manually add time spent on-site - Staff members can add any time spent ‘on-site’ fixing an issue by clicking the 'add work time' link beside 'Time Spent (local time). Please note that this link will be available for staff members for their tickets only.

• Click 'Add Work Time'



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'.


C1 - Service Desk - Staff Guide• Click 'Done' in the calendar after selecting the date and time.

• Specify whether the time is billable by selecting the checkbox and click 'OK' in the 'Add Work Time'dialog.

The time spent will be automatically calculated from the entered Start Time and End Time and added to the list.

• Click the trash can icon beside under the 'Action' column to remove the row from the table.

• Click the edit icon beside under the 'Action' column to edit the billable time details.

• The table displays the total billable time for a ticket that is added automatically and manually.

History

The 'History' section begins below the ticket overview and contains all actions taken on the ticket. Actions can be replies, internal notes or other status updates.

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


C1 - Service Desk - Staff Guideticket, 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

• 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

• Claim a ticket

• Manage forms for the ticket

• Ban email ID of the user

• Create a new ticket on behalf of a user

To post a reply for the ticket


C1 - Service Desk - Staff Guide• Click the 'Post Reply' tab

• To: Select the user's email address to send the response email. Alternatively, select the option 'Do Not Email Reply'. The user can view the response only in the web portal if the latter is selected.

• Collaborators: Allows staff members to add more users to the CC list for the ticket. Click the 'Add Recipients' link.


C1 - Service Desk - Staff GuideThe 'Add a collaborator' dialog allows you to add a user in two ways:

• Entering the name of user or email ID of an existing user in the search field and selecting the user from the options that appear

• Creating a new user by filling the form and clicking the 'Add User' button.

• Click Add New Collaborator to add more recipients.

• 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.

• 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 by the administrator. Selecting any one of these will automatically fetchit and add the signature in the response.

• Ticket Status: If the issue is resolved, you can close the ticket by selecting this checkbox. The ticket will beautomatically 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

• 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.


C1 - Service Desk - Staff GuideThe 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 MSP can be assigned to staff members and tickets that are already assigned to one staff member can be re-assigned to a different staff member.

To assign/reassign a ticket

• Open the ticket details interface by clicking on the ticket name from the Tickets interface

• Click the 'Assign Ticket' / 'Reassign Ticket' tab (Note: The tickets that are in paused and overdue statuses will not display the 'Reassign Ticket' tab and unassigned/closed tickets will have 'Assign Ticket' tab.)

The currently assigned staff member will be displayed at the top.

• Assignee: Select the staff member that you want to reassign/assign from the drop-down.

• 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 list of used materials/expenses will be displayed in the 'Ticket Overview' area. Thetotal cost will be added to the customer's bill.

Tip: Service Desk allows administrators to create a global inventory of materials and types of expenses from the Admin Panel ('Manage' > 'Materials'). Only those materials and expenses in the inventory will be available for staff to add to a ticket. Refer to the section Managing Materials and Expense Types for more details.

To add a material or additional charges


• Click the 'Add Material' button



The Add/Edit Materials dialog will open.

• Start typing the name of the item in the search dialog and select the material from the options that appear inthe drop-down

• 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 list of materials/expenses with their prices and the total cost will be added to the ticket and will be displayed in the 'Overview' area at the top.


C1 - Service Desk - Staff GuideTo add new items, edit prices or remove items from a ticket


• Click the 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


Initiating Quotes for Products/Services

Comodo Quote Manager (CQM) allows C1 administrators to generate price quotes for products and services. For more details on generating and processing quotes, refer to the CQM online guide at https://help.comodo.com/topic-289-1-778-10458-Comodo-Quote-Manager-Module.html.

CQM quotes can also be initiated from the Service Desk module. Quotes can be initiated from Service Desk tickets requesting billable items that are assigned to the Sales department. Once initiated, a draft quote will be automaticallycreated 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.

• 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


https://help.comodo.com/topic-289-1-778-10458-Comodo-Quote-Manager-Module.html


• 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.



Creating Knowledge Base article from a ticket

The Knowledge Base is an important feature in Service Desk, which helps users to refer to the solutions of frequently occurring issues before creating a ticket. In addition to helping users to solve issues themselves, it can reduce staff workload. Service Desk allows staff members to add a ticket to the Knowledge Base from the 'action' pane.

• Open the 'Tickets' interface and click any ticket to open the 'Ticket Details' interface.

• Click the 'Create KB Entry' button



The FAQ screen will be displayed. This screen allows staff members to select the FAQ category under which the ticket should be placed, add to help topics and choose to make this either 'Public' or 'Internal'. Refer to the section FAQ for more details.

Printing a Ticket

• Open the Tickets interface and click on any ticket to open the 'Ticket Details' interface.

• Click the drown-down button beside 'Print'

• The option to print the ticket with or without internal notes will be displayed:

• Select the appropriate option and a PDF of the selected ticket will be generated and displayed in a new tab:



• Click the 'Print' icon located at the top right of the PDF viewer.

• For ticket print options, click the 'Print' button

The 'Ticket Print Options' dialog will be displayed:

• Print Notes: Select if internal notes and comments should be included in the print


C1 - Service Desk - Staff Guide• Paper Size: Select the size and click the 'Print' button.

Editing a ticket

• Open the 'Tickets' interface and click any ticket to open the 'Ticket Details' interface.

• Click the 'Edit' button

If the bill timer is running, select the option whether the time spent is billable or not.

The 'Update Ticket' screen will be displayed.



User Information

This detail is automatically fetched from the system and staff members can change the user details.

• User: The name of the user and email address that raised the ticket or on whose behalf the ticket was raised.

• To change the user, click the 'Change' button beside the 'User' name.



The 'Change user for ticket' dialog allows you to change the user in two ways:


• Creating a new user by clicking the 'Add New User' button and filling the form.

• Fill in the details of the new user and click 'Add User'.

Tip: If you are adding a new user, he/she will be added as a guest user. You can associate the new user to the Organization from the User Directory interface. See the explanation under 'Add a user to an organization' in the section for Managing Users more details.You can also change the user by clicking 'More' > 'Change Ticket Owner' from the Ticket Details interface. See the explanation of changing ticket owner for more details.

Ticket Information


C1 - Service Desk - Staff GuideThe information in this section is fetched automatically from the system.

• 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 done by the administrator.

• 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 theSLA 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 by the administrator

• Asset Type: The category of asset that was selected at the time of creating the ticket.

• Category: The type of category selected while creating the ticket. The options available are 'Alert', 'Order' and 'Problem'.

• Sub Category: The information entered while creating the ticket.

Internal Note

The Internal Note area allows you to enter the reason for updating the ticket details.

• Click the 'Save' button

To close/reopen a ticket

• Click the 'Close' or 'Reopen' button depending on whether the ticket is in closed or open status.

The respective internal note screen will be displayed.

• Click the Close button after entering the reason.

• Click the Reopen button after entering the reason.

To delete a ticket

• Click the 'Delete' button



• Click 'OK' in the confirmation screen.

Please note when a ticket is deleted, it cannot be recovered.

To pause/resume a ticket

• Click the 'Pause' or 'Resume' button depending on its statuses.

The respective internal note screen will be displayed.

• Click the Pause button after entering the reason.

• Click the Resume button after entering the reason.

Changing the ticket owner

• Click the 'More' button and choose 'Change Ticket Owner'.



The 'Change user for ticket' will be displayed.

The 'Change user for ticket' dialog allows you to assign the ticket to a new owner in two ways:


• 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'.


Self-assigning a ticket

Tickets can be claimed by a staff member in two ways. If the 'Claim on Response' setting is enabled in Ticket Settings screen, then an unassigned ticket will be automatically assigned to the responding staff member. The othermethod is to click the 'Claim' button in the ticket details screen.

To claim a ticket to be assigned to you

• Click the 'Claim' button

• In the confirmation screen, click the 'OK' button.


C1 - Service Desk - Staff GuideThe ticket will be assigned to the claiming staff member.

Managing forms for a ticket

By default, the 'Ticket Details' built-in form is mandatory and staff members can add more forms to include more details about the ticket. For example, the ticket may require more information to be added by staff members, which can be done by adding custom forms. Once added, the form can be filled by a staff member in the ticket edit screen or by the user in the web portal.

To manage the forms for a ticket

• Click the 'More' button and choose 'Manage Forms'.

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.


The staff member can view the added custom form in the edit screen and fill the details. It will also be visible to the user in the web portal.

• To remove a form for the ticket, click the 'Manage Form' button and then the trash can icon beside the form that you want to delete.



• Click the 'Save Changes' button at the bottom.

Blocking email ID of a user

• Click the 'More' button and then click the 'Ban Email' link.

• In the confirmation screen, click 'OK' button.

Though the user may be able to login to the web portal, he/she cannot raise a ticket.

Creating a new ticket on behalf of a user

Service Desk allows staff members to create tickets on behalf of a user from the 'Tickets' interface for requests receive through phone, email or other out-of-band communication.

To create a new ticket

• Open the Tickets interface by clicking the 'Tickets' tab



The 'Open New Ticket' screen along with 'Lookup or create a user' form will be displayed.

• To create the ticket for an existing user, enter the user name or email ID and then click the 'Continue' button.

The 'User Information' section in the 'Open New Ticket' screen will be auto filled.

• To create the ticket for a new user, fill the from with the new user's information and click the 'Add User' button.

The 'User Information' section in the 'Open New Ticket' screen will be auto filled.


The staff member can also choose to skip the form by clicking the 'Cancel' button. The 'Open New Ticket' screen will be displayed. This is similar to the ticket form that is available in the web portal except the 'Response' and 'Internal Note' sections.



User Information

• Email Address: Enter the email address of the user. This will be auto-filled if 'Lookup or create a user' formis used.

• Full Name: Enter the name of the user. This will be auto-filled if 'Lookup or create a user' form is used.

• Ticket Notice: If enabled, an alert will be sent to the user regarding the ticket created on his/her behalf.

Ticket Information & Options

• Ticket Source: Select the source through which you received the request for the ticket. The options available are 'Phone', 'Email' and 'Other'.

• Help Topic: Select the help topic from the options. Depending on the help topic selected, more forms may be included in the ticket.


C1 - Service Desk - Staff Guide• Department: Select the department to which the new ticket should be assigned to. The option chosen here

will prevail even if the 'Department' for the selected 'Help Topic' is different.

• SLA Plan: Select the SLA Plan from the options. The option chosen here will prevail even if the 'SLA Plan' for the selected 'Help Topic' and 'Department' is different.

• Due Date: Enter the date and time within which the ticket should be closed. This will override the SLA Plan.

• Assign To: Select the staff member to whom the ticket should be assigned. The option chosen here will prevail even if the 'Staff Member' for the selected 'Help Topic' is different.

Ticket Details

• Issue Summary: Enter in brief about the issue.

• Issue Details: Enter the details of the issue in the text editor. To clear the field, click the trash can icon at top right side.

• Priority Level: Select the priority level for the new ticket. The option chosen here will prevail even if the 'Priority' for the selected 'Help Topic' is different.

• Asset Type: Select the category of asset for the ticket.

• Category: Select the type of category for the ticket. The options available are 'Alert', 'Order' and 'Problem'.

• Sub Category: Enter the category information for the ticket.

Response

• Canned Response: Select the 'Canned Response' that will be sent to the user on whose behalf the ticket is being created. Refer to the section Canned Responses for more details. Enable 'Append' if the canned response should be added at the end of response.

• Enter the response to the ticket in the text editor. To clear the field, click the trash can icon at top right side.

• 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.

• Signature: Select any of the option. 'None' means you can type the signature in the editor. 'My Signature' and 'Dept. Signature' are configured by the administrator. Selecting any one of these will automatically fetchit and add the signature in the response.

Internal Note

• Add notes for the ticket that are for internal purpose only.

• Click the 'Open' button to create the ticket on behalf of a user.

• Click the 'Reset' button to clear all selections and entries.

2.4 Managing KnowledgebaseThe 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' can be done by administrators.


C1 - Service Desk - Staff Guide• Click the 'Knowledgebase' tab

By default, the 'FAQs' section will be displayed.

Following sections explain more on:

• Managing FAQs

• Managing Categories

• Canned Responses

2.4.1 FAQsStaff 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 questionsand 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 the 'Knowledgebase' tab and then click 'FAQs'



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 ofFAQs 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 to add a new FAQ to a category, edit, publish or unpublish and delete a FAQ.

• View a FAQ

• Add a FAQ to a category

• Edit a FAQ

• Publish / Unpublish a FAQ

• Delete a FAQ

To view a FAQ

• Click on the name of the category.



The list of FAQs under the chosen category will be displayed.

• Place your mouse on the question you wish to view.

The question and answer will be displayed as a tooltip.

The tooltip also has shortcuts to view the full FAQ page, view the attachments and edit it.

• To view the full FAQ page, click the 'View' link

• To view the attachments like supporting documents and images added to the FAQ, click the 'Attachments' link

• To edit the FAQ, click the 'Edit' link

See the explanation of editing a FAQ for more details.



To add a FAQ to a category

• Click on the name of the category to which you want add a FAQ

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'


C1 - Service Desk - Staff GuideThe '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.

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.



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


C1 - Service Desk - Staff GuideFAQs 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 theusers.

To publish/unpublish a FAQ


• Click on the category in which the FAQ that you want to edit is placed.


• Click on the FAQ that you want to publish/unpublish


• 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 category in which the FAQ that you want to delete is placed.


• Click on the FAQ that you want to publish/unpublish


• Select 'Delete FAQ' from the 'Options' drop-down and click the 'Go' button.



The 'FAQ deleted successfully' confirmation screen will be displayed.

2.4.2 Managing CategoriesFrequently 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.


C1 - Service Desk - Staff Guide• 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 youto 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.



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



• Alternatively, open 'Knowlegdebase > 'FAQs' page, click on the FAQ category to be edited and click 'Edit Category' from the FAQ list page



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.


C1 - Service Desk - Staff Guide• Alternatively, open 'Knowlegdebase > 'FAQs' page, click on the FAQ category to be edited and click 'Delete

Category' from the FAQ list page

• Click 'OK' in the confirmation screen.

Note: Removing a category will also delete the FAQs under it.

To mark a category as public or private


C1 - Service Desk - Staff Guide• Click 'Knowledgebase' > 'Categories' to open the 'Categories' interface

• To publish a category, select it and click the 'Make Public' button.

• To make a category as private, select it and click the 'Make Internal' button.

• In the confirmation screen, click the 'Yes, Do it!' button.

2.4.3 Canned ResponsesThe 'Canned Responses' feature allows staff members to store replies for commonly requested items. It can be usedin 'Ticket Details' to automate the process of sending out 'Canned Responses' for a ticket filter match. For example, if you filer tickets for a certain help topic, you can select a specific 'Canned Response' and send it in response to the tickets. You can insert variables in the responses to fetch information such as ticket number, email address and more. Please note the setting to enable 'Canned Response' is available in Admin Panel > Settings tab > Knowledgebase > Canned Responses. However, disabling it will not affect the 'Canned Responses' being sent for tickets that matches the 'Ticket Filters'.

• To open the 'Canned Responses' interface, click the 'Knowledgebase' tab and choose 'Canned Responses'.

Tip: The number of 'Canned Response' entries to be displayed in each page can be set from the My Profile interface.

Sorting the items


C1 - Service Desk - Staff Guide• 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.



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 processinga 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 beavailable for tickets that are assigned this department. If 'All Department' is selected, then it will be availablefor all ticket responses.

Canned Response


C1 - Service Desk - Staff Guide• 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



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



• 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



• Click the the 'Yes, Do it!' button in the confirmation dialog.

2.5 Managing ProjectsService 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.


C1 - Service Desk - Staff Guide• To open the 'Projects' interface, click the 'Projects' tab in the 'Staff Panel'.

Existing projects are listed in the first column.

• Duration - The total duration of a project is the combined duration of its individual tasks.

• Completion - The total completion status of a project is calculated from the completion percentage of individual tasks in the project.

• Time Spent – Total time spent in individual tasks, sub tasks and tickets.

• Billable Time - Total billable time spent in individual tasks, sub tasks and tickets.

• Start Date – Date at which the project was started, or is due to start.

• End Date – Date and which the project was completed, or is due to be completed. Completion date is calculated from the total duration of individual tasks in the project.

• Clicking on a column header sorts items in ascending/descending order. To search for a project, enter its name in full or part in the name field and click 'Search'.The 'From' and 'To' date fields allow you to search forprojects 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.

• To add a sub-task:


C1 - Service Desk - Staff Guide• Select the root task and click the 'Add Sub-Task' button at the top right

The 'Add/Edit Task' dialog will appear.

• Enter the name of the task

• Enter the time required (in hours) to complete the task in the 'Duration' field

• If the task is in-progress, enter the completion percentage in the 'Completion %' 'field

The time spent field will be automatically populated from the entered values.

• Enter the quantity of chargeable hours in the 'Billable Time' field using the sliders and click 'Save'.

• Repeat the process to add more tasks.

• To add another main task, select the project and click 'Add New Task'. This will create a sibling task.



The 'Add/Edit Task' dialog will appear.

• Enter the name for the task

• Enter the time duration required (in hours) to complete the task in the 'Duration' field

• If the task is in-progress, enter the completion percentage on it in the 'Completion %' 'field


• Enter the quantity of chargeable hours in the 'Billable Time' field using the sliders and click 'Save'.

• Repeat the process to add more tasks.

• To add a sub-task to a main-task:

• Select the parent level task

• Click the 'Add Sub-Task' button and repeat the process as outline above.

The duration and completion percentage of the parent task will be updated as per the figures entered in the corresponding fields of all sub-tasks.

• To link a ticket to a task

• Select the task/sub-task to which the ticket is to be linked and click 'Add New Ticket



The Add/Edit ticket dialog will appear.

• Enter the ticket number or subject of the ticket in the 'Search Ticket' field and choose the ticket to be added from the drop-down options.

The time spent and billable time will be automatically populated for the progress of the ticket so far.

• Enter the duration for the ticket completion and the completion percentage in the respective fields.

• 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. Youcan 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.

• 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

Staff members can view the status of individual tasks and sub-tasks, tickets and sub-tickets and overall progress of aproject 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 asa Gantt chart.

Project Viewer - Column Descriptions

ColumnHeader

Parent level Task Child Task Tickets/Sub Tickets

Duration The total duration of a parent level task is the combined duration of its child tasks and tickets.

Duration of the individual task, 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.

Duration of the ticket

Completion The total completion status of a parent level task is calculated from the completion percentages of child tasks and tickets.

The completion percentage of individual task or the combined completion percentages of tickets linked to it.

Note: Sub tickets are excluded for calculation of completion status.

Completion percentage of individual ticket

Time Spent Total time spent in child tasks and tickets.

Time spent on individual task or the combined time spent on tickets linked to it, excluding thesub-tickets.

Note: Sub tickets are excluded for calculation of time spent.

Time spent on individual ticket

Billable Time Total billable time spent in child tasks and tickets.

Billable time spent on individual task or the combined billable time spent, from tickets linked toit, excluding the sub-tickets.

Note: Sub tickets are excluded for calculation of billable time

Billable time spent on individual ticket



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.

Date at which the ticket was started.

End Date and which the task was completed, or is due to be completed. Completion date is calculated from the total duration of child tasks.

Date at which the individual taskwas completed, or is due to be completed. Completion date is calculated from the duration of the individual task or the total duration of tickets linked to it.

Date at which the individual ticket was completed, or is due to be completed.

• To add a new item, click the respective button from the top right and enter the details of the item in the 'Add/Edit Task' or 'Add/Edit Ticket' dialog. For more details, refer to the explanation above.

To edit/update a task

• Click the pencil icon at the left of the item or double click on the respective bar in the Gannt chart.

The Add/Edit Task dialog will appear for the respective task.

Parent Level Task

• 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 sumsof the respective values in the child tasks.


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.

• Duration - Allows you to update the time duration required (in hours) to complete the task

• Completion % - Allows you to update the completion percentage


• Billable Time - Allows you update the billable time spent on the task


The duration and completion percentage will automatically be updated for the parent task to which thechild task is linked.

• Click 'Save' in the 'Projects' interface


C1 - Service Desk - Staff GuideTo 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

• 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

2.6 Managing Staff Time SheetsService Desk allows staff members to maintain time sheets for administrators to evaluate their performance and track their working hours. Staff members can create time sheets for different time periods and import tasks from the tickets they worked on. Completed time sheets can be submitted to the administrators for approval. In turn, administrators can approve, reject or edit the time sheet. Rejected time sheets can be re-edited by staff and re-submitted for approval.

The Time Sheets interface in the Staff Panel allows staff members to view, add, update and submit time sheets.

• To open the Time Sheets interface, click 'My Time Sheets' in the Staff Panel.



The category options below the tab structure allow you to view your time sheets with different statuses and to create new time sheets.

• Not Submitted – Displays time sheets that are yet to be submitted for administrator approval. These sheetscan be updated/edited at anytime and submitted.

• Rejected - Displays time sheets that were submitted but rejected by the administrator. Clicking on a time sheet allows you to view administrator notes, edit the sheet and re-submit it for approval.

• Awaiting Approval – Displays time sheets that were submitted but have yet to receive a response from an administrator. You can only view the sheet but not edit the details

• Approved – Displays time sheets that have been approved by an administrator. Clicking on a time sheet allows you to view notes from the administrator and the details in the sheet. You cannot edit or delete the sheets.

• New Time Sheet – Allows you to create a new sheet. See Adding a New Time Sheet for details.

Column Headers

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

• Period – Displays the date range of the time period covered by the time sheet. Clicking on the date range opens the sheet and allows you to view the entries and update/edit the tasks/time spent. See Updating a Time Sheet for more details.

• Hours – Displays the total hours spent by you on the tickets and other tasks, within the time period.

• Status – Indicates the status of the sheet, whether it is yet to be submitted for approval, awaiting for approval, rejected or approved.

Sorting Options

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

Search Options:

You can search for time sheets that fall within a specified date range under the chosen category.

• To search for time sheets enter the 'From' date and 'To' date using the calendar icons beside the respective fields and click 'Search',

• To clear the results and display all items, clear the 'From' and 'To' fields and click the 'Search' button again or simply click the respective category link.

Following sections explain in detail on:

• Adding a Time Sheet


C1 - Service Desk - Staff Guide• Updating a Time Sheet

• Submitting a Time Sheet for approval

• Deleting a Time Sheet

Adding a Time Sheet

A staff member can add new time sheet by specifying the time period to be covered. Once created, the staff can update the sheet by adding tasks attended and time spent on daily or hourly basis as per convenience and on completion can submit the sheet to the administrator for approval.

To add a new time sheet

• Click the 'New Time Sheet' link from the My Time Sheets interface

• Select the period from the 'Period' drop-down. The available options are:

• Weekly – Allows you to select current week or any previous/forth coming week starting from Sunday to Saturday, by clicking the clicking the calendar icon beside it.

• Click 'Done' after selecting a week.

• First Half of Month – Allows you to include the first fortnight of the current month or any previous month



• 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 'Continue' in the Set Time Sheet's Period dialog after selecting the date range to be covered by the sheet.


C1 - Service Desk - Staff GuideA new sheet will be added for the date range under 'Not Submitted' category. You can update the activities to the sheet and click 'Save'. Refer to the next section Updating Time Sheet for more details.

Updating a Time Sheet

The staff member can update their time sheets for adding tasks and time spent on each, in two ways:

• Importing the details from the tickets that they worked on

• Manually entering the details of miscellaneous jobs executed by them and time spent

To update a time sheet

• Open the Time Sheets interface by clicking 'My Time Sheets' from the Staff Panel

• Click on the time sheet to be updated

Note: Only the time sheets under the 'Not Submitted' and 'Rejected' categories can be edited.

The screen for updating the time sheet will open, displaying each activity in a line, total time spent on it and time spent on them on each day in the time period covered by the time sheet. The screen displays the first week, within the period by default. To view the details on the previous or next weeks, use the 'Previous Week' and 'Next Week' links at the top.

• To import the tickets you worked on and time spent, within the time period, click he 'Update Ticket's Data' button.



• Click 'OK' in the confirmation dialog

The tickets numbers and time spent by you on the days that fall within the period covered by the time sheet, will be automatically fetched from the server and populated for respective days in the time sheet. You can repeat this process repeatedly within the time period to update the sheet with latest details.

• Click Save for your changes to take effect

• To manually add an activity, click 'Add New Line'



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



• Click 'OK' in the 'Time Sheet Entry' dialog.

The activity will be added to the list.


You can update the activity at any time by clicking on it.

• To remove an activity, click the trash can icon beside it.

• To submit the sheet for administrator approval, click the 'Submit' button from the top

Submitting a Time Sheet for Approval

Staff members can forward completed time sheets for approval by the administrator. Once submitted, the time sheet will move to 'Awaiting Approval' category. The administrator can assess the time sheet and can accept or reject the time sheet, leaving their comments/notes. You can view the approved or rejected time sheets under the respective category lists. Rejected time sheets can be updated or edited and re-submitted for approval.

Note: Only the time sheets under Not Submitted and Rejected categories can be submitted for approval.

To submit time sheet(s)


• Select the time sheet(s) to be submitted and click 'Submit'




• 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)


• Select the time sheet(s) to be removed and click 'Delete'


• Click 'Yes, Do It!' in the confirmation dialog.



About ComodoThe Comodo organization is a global innovator and developer of cyber security solutions, founded on the belief thatevery single digital transaction deserves and requires a unique layer of trust and security. Building on its deep historyin SSL certificates, antivirus and endpoint security leadership, and true containment technology, individuals andenterprises rely on Comodo’s proven solutions to authenticate, validate and secure their most critical information.

With data protection covering endpoint, network and mobile security, plus identity and access management,Comodo’s proprietary technologies help solve the malware and cyber-attack challenges of today. Securing onlinetransactions for thousands of businesses, and with more than 85 million desktop security software installations,Comodo is Creating Trust Online®. With United States headquarters in Clifton, New Jersey, the Comodoorganization has offices in China, India, the Philippines, Romania, Turkey, Ukraine and the United Kingdom.

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Service Desk (ITSM) Software - User Manual