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Comodo One. Understanding Service Desk
How to add a user in staff panel?
The “User Directory” under the “Users” tab lists all the Guests and registered users. The Staff members can add, edit and update the user details in the user directory. The users added here will be listed as guests. Alternatively, a non-registered user can be added as a guest user by raising a ticket in the web portal.
To add a user via User Directory follow below steps,
Step 1: Go to ‘Users’ tab.
Step 2: The guest and registered users list will be displayed.
Step 3: The User can be added in two methods in service desk:1. Manual2. Import
To add User manually:
Step 1: Click the “Add User” link
Step 2: The Lookup or create a user screen will appear. Fill the form,
1. Enter the Email Address of the user.2. Give the Full name of the user.3. Phone number and its extension.4. Click ‘Create’ button.
To add User using Import option
The user import option provides two different ways to add the user
1. Copy and Paste
Step 1: Click ‘Import’ button at the top.Step 2: Click on ‘Copy and Paste’ tab.
Step 3: Enter the name and the mail address and click import. The user will be added to the list.Note: Several entries of users can be given in subsequent lines.
Step 4: The user will be added to the list.
2. Upload
Step 1: Click ‘Import’ button at the top.Step 2: Go to ‘Upload’ tab.
Step 3: Click the browse button to add the csv format file from your computer.N avigate to the folder where the file is present, select the file and click ‘Import’ button.
Step 4: The user will be added to the list
Step 5: The staff member can register a user:
i. Click a guest user from the User directory list.ii. Click register icon and register dialog box appears. Fill the form and click ” Create Account”.Note: If the “Send account activation email” is selected an activation mail will send to the user.
Step 6: The Activation of the user can be done in two ways,
1. Select a user from the list, click Manage account and go to Manage access tab.2. Give a new password and set the account restrictions by selecting the required checkboxes of the Account flags.3. Share the password with the user. Thus the user can access his account.
How to create and use canned responses?
‘Canned Response’ allows a user to create a template message and it can be used by technicians for a quick reply to the customer in a ticket later.
Step 1: Go to Service Desk and choose ‘Canned Responses’ from ‘Knowledgebase’ tab menu
Step 2: Click ‘Add New Response’ icon
Step 3: Select the department from ‘Department’ drop-down that related to the issue of the ticket. Example: Support.
Keep the ‘Status’ as in the screen ‘Active’ if you would like to use the canned response immediately otherwise choose ‘Disabled’ from the Status field
Step 4: Fill the form for rest of the fields.
1. Enter the subject of the ticket in ‘Title’ text box. Example: Ticket Status Update on Demand2. Enter generic response in the ‘Canned Response’ text area. Example: Please follow the details below for your ticket status.3. Please attach any file in ‘Canned Attachments’ you would like to response to the customer with file or with image4. Provide description of the Canned Response for your reference in ‘Internal Notes’ text area5. Click ‘Add Response’ button
** Supported Variables, which are the variable for dynamic values based on the needs of the ticket change. Example, %{ticket.numer} is the variable to hold the particular ticket number.
Ensure you would have a system message that “Canned response added successfully” with background of green color span
Step 5: Select ‘Tickets’ from ‘Tickets’ tab menu.
Step 6: Enter the ticket number into the Search box and Click the ‘Search’ button. Example, 1350.
Step 7: Click on the subject line of the ticket.
Step 8: Click ‘Response’ field and Choose the preferred canned response from the drop-down. Example, Ticket Status Update On Demand.
Step 9: Click the button ‘Post Reply’
1. Ensure the body of the Canned Response is loaded there in the Text-Area. You can repeat choosing Responses you would like to combine more than one Response.2. Uncheck the ‘Attachments’ you would like to not use it with the response now.3. Ensure you receive system response after posting the reply. the response message would be ‘Reply posted successfully’ with green color background span.
How to Create FAQs and publish?
Technician can manage Frequently Asked Questions for their service using Service Desk . FAQs are organised under sub categories. Once FAQs are published , End user would be able to access them in web portal.
Step 1: Go to Staff panel > Knowledgebase. You will be directed to ‘FAQs’ tab.
Step 2: Click ‘Category’ name to create FAQ under it.
Step 3: Click ‘Add New FAQ’ button. You can see ‘Add New FAQ’ window now.
Step 4: Select options and fill details as below,
1. Question – Enter FAQ question.
2. Category Listing – Default category is which you have chosen. If you want to change category , please select from drop down list.
3. Listing Type – Choose any of the options below,
4. Answer – Please provide your detailed answer for the FAQ question.
5. Attachments – Browse files and folders to attach screenshots and other files related to FAQ answer.
6. Help Topics – Select existing help topics for FAQ to be linked. This will help end users to filter FAQs based on Help Topic they are referring .
7. Internal Notes – You can enter important notes related to the new FAQ in the ‘Internal Notes’ box.
Step 5: Click ‘Add FAQ’ button to apply changes.
Step 6: Check FAQ display at end user portal.
How to create FAQ category?
Service Desk FAQs are managed under categories. Please follow below steps to create new category,
Step 1: Click ‘Categories’ tab. Existing categories are listed here.
Step 2: Click ‘Add New Category’ button in the top. ‘Add New Category’ windows appears now.
Select options and fill details as below,
1. Category Type – Choose any of the below options,
Public – if selected, category can be accessed at end user web portal.
Private – if selected, category cannot be accessed at end user web portal .
2. Visible for role -Choose any of the below options ,
All – Select ‘All’ makes Category visible for all Service Desk Staff panel users.
Only Selected – Select ‘Only Selected’ makes category visible for Staff panel users who are under selected roles . You need specify roles for the access.
3. Category name – Enter name for the new category.
4. Category Description – Describe about new category here.
5. Internal Notes – You can enter important notes related to the new category in the ‘Internal Notes’ box.
6. Click ‘Add’ in bottom to apply changes
How to make FAQs internal?
Step 1: Go to Staff panel >Knowledgebase. You will be directed to ‘FAQs’ tab.
Step 2: Click ‘Category’ name where ‘FAQ’ require changes is located.
Step 3: You can see list of FAQs in the selected category. Choose FAQ need to be made as ‘Internal’.
Step 4: Check ‘Options’ menu in the bottom. Choose ‘Unpublish FAQ’ from drop down list.
Step 5: Click ‘Go’ button to apply changes.
Step 6 Check ‘FAQ unpublished successfully’ message.
How to check ‘Alerts and Notifications’ in Service Desk?
Important Notes: Alerts and Notices are automated email notifications sent to service desk technicians when various ticket events are triggered.
To set Admin Email address,please go through below steps,
1. Go to “Admin Panel”> “Settings” > “Emails” . You can see all options related to service desk email communication.2. Enter administrator email address in “Admin’s Email Address:” option.3. Click ‘Save Changes’ in the bottom to apply changes.
To set Department manager, please go through below steps,
1. Go to “Admin Panel”> “Staff” > “Departments” . You can see all available departments.2. Click Department which requires update.3. In “Manager” option, select technician from staff from drop down list.4. Click ‘Save Changes’ button in the bottom to apply changes.
To set Organization Account Manager, please go through below steps,
1. Go to “Staff Panel”> “Users”>”Organization” .You can see all existing organization.2. Click an Organiazation to set Account Manager3. Click Organization name. Window dialog box containing “Fields” and “Settings” tab will be opened.4. Click “Settings” tab.5. In “Account Manager” option, select technician from staff from drop down list6. Click ‘Update Organization’ button in the bottom to apply changes.
Step 1: Go to “Service Desk” > “Admin Panel” > “Settings” > “Alerts and Notices” tab. You can see all settings related to alert and notices.
Step 2: Click ‘Reset Changes’ button in the bottom to restore default settings and options.
Step 3: Administrator can modify settings as explained below,
New Ticket Alert – Alert sent out to technicians when a new ticket is created.
1. Status – Select option as mentioned below,
2. Admin Email – If selected notification email will be sent to admin email address.3. Department Manager – If selected notification email will be sent to department manager email address.4. Department Members – If selected notification email will be sent to all members in the department.5. Organization Account Manager – If selected notification email will be sent to organization account manager
New Message Alert – Alert Email sent out to Technician when a new message from the User is appended to an existing ticket.
2. Last respondent – If selected alert will be sent to recently responded person in the ticket.3. Assigned staff – If selected alert will be sent to technician to whom ticket assigned.4. Department Manager – If selected alert will be sent to department manager email address.5. Organization Account Manager – If selected alert will be sent to Organization Account Manager email address.
New Internal Note Alert – Alert sent out to technicians when a new Internal Note is appended to a ticket.
2. Last Respondent – If selected alert will be sent to recently responded person in the ticket.3. Assigned Staff/Team – If selected alert will be sent to technician to whom ticket assigned.4. Department Manager – If selected alert will be sent to department manager email address.
Ticket Assignment Alert – Alert sent out to technicians on ticket assignment.
2. Assigned staff – If selected alert will be sent to technician to whom ticket assigned.
Ticket Transfer Alert – Alert sent out to technicians on ticket transfer between Departments.
2. Assigned staff/Team – If selected alert will be sent to technician to whom ticket assigned.3. Department Manager – If selected alert will be sent to department manager email address.4. Department Members- If selected notification email will be sent to all members in the department.
System Alerts – Significant system events that are sent out to the Admin email address. Depending on the configured Log Level, the events are also made available in the System Logs.
5. System Errors – Service desk logs sent out to admin email address. Note: This option selected by default and cannot be modified.6. SQL errors – If selected, SQL errors notification will be sent to admin email address.7. Excessive failed login attempts -if selected, alert will be sent to admin email address when staff failed to login Service desk within specified attempts.
Step 4: Click ‘Save Changes’ button in the bottom to save the changes.
How to manage user web portal?
Service Desk allows end user to Report tickets, Check Ticket Status and access Frequently Asked Questions via Web portal. All necessary settings and options required to manage web portal are available in “Admin Panel”. Administrator can define their custom web portal settings using this help guide.
Step 1: Web portal Settings – To configure web portal please go through below steps1. General Web Portal settings
1. Go to “Service Desk” >”Admin panel”> “Settings”> “System” tab.2. Set following options:
2. Site Pages settings
1. Go to “Admin Panel” > “Manage”>” Pages” . You can see Landing Page, Offline Page and Thank you page in list.2. Click ‘Concern’ page to alter content of that page.3. Click “Add New Page” to create custom page.4. When two or more pages are available for Landing or Offline or Thank you page, select page and click ‘Enable’ to make activate concern page.
Step 2: Web portal Access settings – To control end user access to the portal, go through the below steps,
1. Go to “Admin Panel”>” Settings” >” Access” tab- You can see option related to client access available in this section.
2. Registration Required – If Selected end user must register in portal to create ticket.
3. Registration Method – Choose any of the below options
4. User Excessive Logins – Enter number of allowed end user login attempts with time lock details. End user login will be locked for specified time when maximum number of login attempts.
5. User Session Time out – Choose the maximum idle time (in minutes) before a User is required to log in again. If you would like to disable User Session Timeouts, enter 0.
6. Client Quick access – if enabled end user require email verification on “Check Ticket Status” page
7. Authentication and Registration Templates
8. Sign-In Pages
9. User Account Registration pages
Step 3: Ticket Settings -To configure all settings related web portal tickets, please go through below steps,General Ticket Settings –
1. Go to “Admin panel”> “Settings”>” Tickets” tab
2. Ticket IDs: Select any of the below options,
3. Default SLA – Choose the default Service Level Agreement to manage how long a ticket can remain Open before it is rendered Overdue.
4. Default Priority – Choose a default Priority for tickets not assigned a priority automatically.
5. Default Asset Type -Choose default device type to be selected in the ticket. It can be changed by end user during ticket submission.
6. Default Help Topic – Choose default ‘Help Topic’ to be selected in the ticket. It can be changed by end user during ticket submission.
7. Maximum Open Tickets – Enter the maximum number of tickets a User is permitted to have open in your help desk.
8. Human Verification – Enable CAPTCHA on the web portal to verify an incoming ticket is the result of human activity.
9. Allow Client Updates – If enabled end users are allowed to update ticket from web portal.
10. Attachment
2. Help Topics settings – Help topics are used to apply predefined options and forward tickets to Service Desk staff.
1. Go to “Admin Pane” > “Manage”>” Help Topics”. You can see list of available help topics
2. Add help Topics: Enter “Add New Help Topic’ button in the top to add new help topic.
3. Disable Help Topic – Select help topic and click “Disable” button in the bottom to disable concern help topics.
3.Ticket Form settings -Ticket form which needs to be filled at the time ticket creation can be altered in this settings.
1. Go to “Admin Panel” > “Manage” >” Forms” tab. You can all Service Desk forms in list.
2. Click “Ticket Details” form
3. Update form options available for Ticket Creation.
4. Click “Save Changes” button in the bottom to apply changes.
4. Asset Management – End user choose “Asset” in ticket for which issue ticket is being created . “Asset” reference in the ticket also used for billing purpose.
1. Go to “Admin Panel”> “Manage “> “Assets” tab. All asset types are listed here.
2. Click “Asset” type to enter billing cost per hour in US Dollars.
3. Click “Save Changes” button in the bottom to apply changes.
4. To add new asset type to the list, click “Add New Asset” button in the top.
Step 4: Knowledgebase settings – This settings allows you to enable FAQs access for end users
1. Go to “Admin Panel”> “Settings”> “Knowledgebase” tab.
2. Knowledge Base Status – Enable this setting to allow your users self-service access to your public knowledge base articles.
How to configure MSP Email settings?
MSP Admin should have to configure Email settings for Service Desk Logs, Alerts, Incoming and Outgoing Email Communications with the concern Users or Staffs to the Customer of the relevant ticket.
Step 1: Go to Service Desk and click ‘Admin Panel’ (Available only for Administrators) link
Step 2: Select “Emails” tab from under “Settings” tab menu
Step 3: Click on drop-down of “Default Template Set” to get the list of email template names and select the preferred one from the list. Example, Default Email Templates (HTML).
In case, you won’t like to use existing templates then please follow the link from the corresponding pop-up help screen to create a new template.
Step 4: Click on drop-down of “Default System Email” to get the list of email address (loading from ‘manage email addresses’) and select the preferred email id from the list to send email from the same email id. Example, sd-noreply@c1notifications.com.
In case, you would not like to use the existing email address then please update your valid email id in ‘manage email addresses’ table using the help link.
Step 5: Keep the drop-down value as “Use Default System Email (above)” on “Default Alert Email” field if you prefer system email address as alert email address otherwise please select another email id from the drop-down. If not exist, update your valid email address in ‘manage email addresses’ table (refer the help icon).
Step 6: Keep the email id exist in the field “Admin’s Email Address” if you prefer to use the registered email address with the administrator account. You may change the email address if you won’t like to prefer.
Step [7]: If you would like to allow IMAP/POP polling for configured and enabled Mail Boxes then check the “Enable” checkbox of “Email Fetching Enable” field.Please follow the steps below to ensure that you have given valid information for incoming server settings of the email id which you have given for ‘Default Alert Email’ field
1. Select the ‘Emails’ menu from the ‘Emails’ tab2. Select the email address that you have given for ‘Default Alert Email’ field from the page ‘Email Settings and Options’ (refer the image of the previous step – Step 6).
** Ensure the information from the section ‘Fetching Email via IMAP or POP’ are valid and given.
Step 8: Enable “Strip Quoted Reply”. If want to remove preceding correspondence between email communications.
Step 9: Enter the token into “Reply Separator Tag” text box indicating to the user to reply above the line.
Step 10: Choose “Emailed Tickets Priority” whether you would like the priority or importance of the user’ mails. This setting can be overridden by a Ticket Filter.
Step 11: If “Accept email from unknown Users” is enabled from “Accept All Emails” then the protocol allows all emails.
Step 12: “Accept Email Collaborators”. If “Automatically add collaborators from email fields” is enabled then adds email participants included in the To and CC fields as ticket collaborators.
Step 13: Default MTA – Default MTA takes care of email delivery process for outgoing emails without SMTP setting.
Step 14: Click ‘Save Changes’ button
Check you are notified by the system message with green color background span.
How to Manage My Time Sheet ?
My Time Sheet allows staff to report their work by the predefined basis of Weekly or Monthly.
Step 1: Go to Service Desk > ‘My Time Sheets’
Step 2: Click ‘New Time Sheet’ icon
Step 3: Fill the pop-up form and click ‘Continue’ button.
The options and dependencies to complete above step as follow:
Step 4: Click ‘Add New Line’ link from the ‘Activity’ table
Step 5: Fill the Activity pop-up form and click ‘OK’ button
Step 6: Click ‘Submit’ button to directly submit the report to your Authority.
If you would like to submit the report later then click the Save button to save the report there.If you prefer to update the report, there is the button ‘Update Ticket’s Data’ to modify your report when required.
Once you submit your report status will be changed into ‘Awaiting’ and you get a system message to confirm the submission
Search the timesheets from the specific period if you would prefer now.
How to configure company Information from admin panel
Admins are able to create or edit the Company Information on the Service Desk.
Basic Company InformationStep 1: Go to ” Service Desk ” -> “Admin Panel”- > “Settings” -> “Company Panel” and fill out the Fields for Company Information.
Note: To edit or remove the fields in the ‘Company Information’:
1.Creating New Fields in the Company information.
2.To delete the fields in the Company Information.
Step 2: Edit or add “Site Pages” for the service desk company.
Note: Site page is the page shown when the user goes to help desk URL page(Web portal). The admin able to enable, disable, delete the page and change the body content inside that page.
Note: Your service desk web portal will be in “Offline” if admin changes “Helpdesk Status” at “Service Desk ” > “Settings”> “System”.
2. To Add New site page :
Step 3: Logos
How to configure an alert when the ticket closed
Admin can configure ticket close alert in auto responds so that alert will be sent when the ticket closed or the ticket that closed by auto close rules to identifies the ticket status for specific persons.
Step 1: Go to “Admin Panel”-> “Settings”-> “Alerts & Notices” menu. The ‘Alert & Notices’ will be loaded:
Ticket alert category such as New Ticket Alert, New Message Alert, New Internal Note Alert, Ticket Close Alert, Ticket Assignment Alert, Ticket Transfer Alert, Overdue Ticket Alert and System Alerts.
Step 2: Send alert for closed tickets.
Step 3: Alert for both Close and Auto close Tickets to admin email.
Step 4: Update Admin Email, Department Manager, Department Member, Organization Account Manager.
How to sort ticket in the service desk
The technician can sort tickets by simply clicking appropriate customized column headers. It will be sorted in either numerical or alphabetical order . Also sorting possible in both ascending and descending order.
Step 1: Sorting based on default columns.
Step 2: Customise column headers.
Step 3: Sorting based on customizing columns.
Note: The customize columns are sorted by alphabetical order.
How to configure system-wide default ticket settings from Admin Panel
System-wide default ticket settings which are configured through admin panel interface will be applied to all incoming tickets and help topics, departments which are all associated with that tickets.
Step 1: Go to ‘Service Desk’ -> select ‘ADMIN PANEL’
On that select tickets which was under the ‘Settings’ tab. Once the settings is enabled, click the ‘Save Changes’.
Step 2: The above shown system-wide default ticket settings are applied to all tickets such as help topics and departments.
Ticket ID: The ID is used to select an unique ID for the ticket and it can be sequence or a random one.
Default SLA: The default service level agreement can be selected from the drop-down list. We can also able to set up our own SLA setting through the modify settings on the Admin Panel. If we change our setting in Admin Panel for SLA setting it will affect the various departments of the ticket associated with them.
Default Priority: As per the tickets priority it can be chosen as low, normal, high and critical.
Default Asset Type: The default asset type can be changed by the users while creating a new ticket. In general the assets are under the category as server, workstation, printer, router, mobile and other. If we change the setting in Admin Panel for assets setting it will overall change the ticket settings linked with them. Depending upon their asset they can easily chosen the type for their issue.
Default Help Topic: This feature is used for selecting the help topics while creating a ticket such as access issue, asset issue, feedback, general enquiry, report a problem. If the user doesn’t selected the topic the topic will be selected automatically. As like Asset,SLA settings the Help topic setting will also change the modification related with them.
Maximum Open Tickets: It limits the maximum number of e-mails which can be send by the user to the service desk. If the value is entered as zero the user can’t able to send mail to any person.For Example, if we fix the maximum open tickets in admin panel as 2.It allows the user to send exactly 2 mails as a user and if we try to send more than that it will produce an error alert.
Agent Collision Avoidance Duration:
It provides the time duration of holding the ticket to the service desk which avoids the collision between other agent. By this feature the agent can hold the maximum duration of time without doing any activity towards that ticket.
Human Verification: If this feature is enabled it displays the captcha for the new ticket which are generated in the web portal.
On the web portal,
Claim on Response: If this feature is enabled, each unassigned ticket will be automatically assigned to the staff who were responding faster to the user.
Assigned Tickets: If this feature is enabled the assigned tickets will not shown on open tickets at the staff panel. The assigned tickets are shown under the assigned ticket field.
Answered Tickets: If this feature is enabled the answered tickets will be shown on open tickets at the staff panel. Otherwise, the answered tickets were shown under the assigned ticket field.
Staff Identity Masking: By enabling this feature the client doesn’t able to find who is providing the support. By the way it will mask the staff members identity name.
Enable HTML Ticket Thread: By enabling this feature, the rich text formatting is provided for the email communication. For example, If you disabled this feature it wont provide with rich text format.
Allow Client Updates: By enabling this feature the client are allowed to make changes on their ticket.
Auto-close Overdue Tickets Timeout: When this feature is enabled it allows the overdue tickets closed when the time session reached. If the value is said to be zero then there will be no such actions will taken place.
Work Time is Billable: If this feature is enabled, it will record the work time in the log for working on that after claiming the ticket. It has following features such as ask every time whether the time spent is billable or not,always log time spent as billable,always log time spent as not billable depending on this feature the time spent will be record for a ticket.
How to configure auto-response settings
Admin would be able to enable or disable notification messages to ticket owners. Please go through below steps to configure such auto alerts.
Step 1: Go to ‘SETTINGS’ -> ‘Autoresponder’, choose required options as explained below and click ‘Save Changes’ button to take effective.
Note: Please don’t forget to check over help icons since each field has an option to create a new item or customize the existing item as per your need.
How to Enter Business hours for SLA time calculations
The configuration allows you to set your business hours for all days in a week. Based on the hours and the time duration, your ticket billings hours will be calculated and the SLA time will also be calculated for breach. If your ticket is received at non-business hours then your ticket will be taken to the account when only the business hour starts. Example: In case, your ticket is received at 19.00 but the SLA Business hours is 8:00 to 18:00 then your ticket is accounted from the moment that the business hour start (on next working day).
Step 1 : Go to ‘SETTINGS ‘ -> ‘System’ and scroll-down the screen and focus the section “Business hours”.
Explanation: Allowed different formats of time: “HH:MM”, “H:M”, “HH:M”, “H:MM”
Step 2: Enter your business hours for each day.
If there is no business hour for any day, you can enter 0 into the fields From and To – This entry will be taken as Non-Business Day (the days will be excluded from the SLA breach calculation).
Finally, click ‘Save Changes’ button to save the settings.
How to take remote control from service desk
Technicians can take remote control over a device that was associated with the ticket directly from Service Desk instead of launching and looking for the option in ITSM. But this can be done if the ticket was created by the endpoint user from ITSM tray icon or the ticket was created automatically by ITSM due to a failed procedure or triggered monitor.
Step 1: Go to ‘TICKETS’ and select appropriate category.
Step 2: Select and view any ITSM generated ticket from the table – Please keep in mind, that the deleted devices and the devices in offline will not be taken by the Remote Control.
Step 3: Check if there is a Remote Control button otherwise the ticket is not associated with any device and the ticket is also not generated by ITSM. Click the Remote Control button to initiate the remote connection over the device.
Step 4: Please follow the Step 2 onwards from the topic – https://blog.comodo.com/it-management/comodo-one-takeover-remote-endpoints-using-itsm/
How to filter tickets in the service desk
The “Ticket filters” available in the service desk helps to configure the “Filter Actions” and “Rules” for ticket automation. Thereby you can easily manage the tickets.
The filter actions like automatically assigning the certain ticket to a particular staff or department, setting Target Channel, Filter Status, SLA etc are configured as below and based on the rules the actions will be applied to the ticket.
Step 1: Go to “Admin panel ” -> “Manage” -> “Ticket Filters” menu. The list of created ticket filter will be loaded, if available. The filters can be sorted using the sorting icon next to the column header.
Step 2: A existing filters can either be enable or disable using the ‘Enable’ or ‘Disable’ button at the top.
Enable : Select a ticket and select “Enable” button to enable the ticket.
Disable : Select a ticket and select “Disable” button to disable the ticket.
Example : Enable a Filter
Example : Disable a Ticket filter.
Step 3 : To add a new filter, click ‘Add’ filter button at the top.
Note : The Incoming filters will be filtered with the criteria mention in the Filter rules and Filter Actions will applied to those tickets.
The add filter has four main sections:
Help Topic Information:
The help topic information has the following fields,
Filter name: Enter a name for the filter.
Execution Order: The number ranges from 0 to 99 and it determines the priority of the ticket. Lesser the number, higher will be the priority. If you don’t want to prioritize then choose the box “Stop processing further on match!”.Filter Status: You can choose either “Active” or “Disabled”.
Example for creating a Disabled ticket Filter:
Filter Rules
The rules for the ticket filter will be defined here. Based on the rule chosen , the filter actions which you will define in Filter Actions will be applied to the ticket.Rules Matching Criteria. It has two options,
One More rule.Click the “One More Link” link to define the rule.
Example for Rules Matching Criteria:
Filter Actions
Example for Canned Response:
If the help topic is not selected by the user, we can set the help topic to be used through filter.
Example : Create new ticket filter form
Delete a Ticket
Step 1: Go to “Admin panel ” -> “Manage” -> “Ticket Filters ” menu. The list of created ticket filter will be loaded. Select the ticket and click delete button.
How to billing in service desk according to assets and organization
The billing feature in the service desk, helps you to easily manage the cost for the services you provide to your clients . You can define unique service plans by creating customised service contracts for the organisation. This provides an accurate and automatic billing system.To set the billing system you should set some billing related option in the following modules,
Assets:For every service provided to the clients, the administrators can set the global rate.These global rates will vary for the assets.The billable amount will be added to either weekly or monthly bill.
Steps to create asset and set global rate to that asset:In default there will be some assets available, the global rates to those assets can be edited.Step 1: Go to Service desk → Admin Panel → Manage → Assets. The Default assets and custom alerts will be loaded.
Step 2: To add a new asset click “Add New Asset”, Asset Page loads. Give the Asset name and Global rates and click save button. A new asset will be added with the status “enabled”.
Contracts
The services provided to the customer organisation can be managed by creating an contract. The contracts can be customised based on the customer and your needs. You can define billing period, rates to the asset, Prepaid hours, unused can be carried forward or not etc.
Create a new Contract:The create new contract form has three sub sections, they are the following.
1. General Information : Provide the general information such as
2. Contract Parameters : The parameters such as
3. Asset Rates ($/h) If the below rates are not defined, global rates will be applied to extra hours:
Define the rate for each asset. It will used in the billing. If the asset rate is not defined or set as 0 after the Prepaid Hours , the global rate will be applied.
Note: If the rate is provided for the asset in the contract. It will be used for the billing otherwise the global rate (defined in the contracts )will be used for billing purposes.Fill the necessary details for the contract and click create.
Ticket Settings & Options
The time spent by the staff on the ticket can be made billable by setting the following two options in the “Ticket Settings & Options”
Step 1: Go to Service Desk → Admin Panel → Setting → Tickets. The “Ticket Settings & Options” page will be loaded. This page helps you to configure the setting for the tickets which are raised by the end user and the staff.
Step 2: As mentioned earlier, the billable timing dealt with the tickets can be set here. In “System-wide default ticket settings and options”, the “Work Time is Billable” can be set using three option.
Step 3: The billable time will be calculated based on the Time setting.
1. Charge Interval – The change interval determines the rounding off billable time.For example, the “change interval” is set as 3 minutes, and if the billable time spend by staff is record as 1.45 . It will round off the recorded billable time from 1.45 to 3 minutes.
2. Stopwatch – If this option is enabled, the automatic stop watch timer will be displayed while working on the ticket. The staff can record his timing using the record icon.
3. Manual time entry by other staff – If this option is enabled, the staff other than who working on the ticket can log their work.
4. Round billable time – The “Round billable time”, allows you to set the rounding off billable time of the ticket.
There are two choices available:
For example : The billable time is recorded when with option enabled “Round billable time after sum of all billable time”.
If the stop watch is not enabled, the staff can manually log their work through “Add Work Time ” option in the Time Spent. Please refer the illustration:
Once the Contracts is made, the services that fall within the “Prepaid Hours” will not be added considered the billable. If the time exceeds the “Prepaid Hours”. the billable charges will be applied to services provided based upon the rates mentioned in the contract and also based on the other factors defined in the contract.For the non- contract services, the billing will be applied based on the global rates.
ReportsThe ‘Reports’ component helps to generate a report for different context. The cost for the billable time recorded can be generated for separate organisation or all organisation.
Step 1: Go to Admin Panel → Reports → Costs. The Reports form will be loaded.
Under cost Section, give “Period From”,”To” and “Organization” and click ‘Go!’.
The cost report for will be as below:
This report can be imported either in Export to PDF or Export to CSV.
Example : Report includes all the Organisation.
Tags: Comodo One,Service Desk
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