Xcitium Platform

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Reports
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Manage Announcements

Click 'Admin Panel' > 'Announcements'

• You can send email notifications containing important information to all staff members.

• Announcements can be about items like changes to work flows, upcoming server maintenance, reminders to close tickets within the stipulated time, and so on.

• You can send announcements immediately or save as a draft to circulate later.

Use the following links to jump to the task you need help with:

• Overview of the interface

• Create a new announcement

• Send an announcement

• Update an announcement

Overview of the interface

• Open the Admin panel (see the last link on the left)

• Click 'Announcements':

 

 

• Title: The name of the announcement.
  

• Status: Whether the announcement has been sent, is ready to send, is saved as a draft, or is in the process of being sent.

• Date Added: The date when the announcement was added to Service Desk.

• Last Updated: The date and time when the announcement was added/edited.

Create a new announcement

• Open the admin panel

• Click 'Announcements' on the left

• Click 'Add New Announcement':

 

Title: Enter the title for the announcement.

Status: Select the status of the announcement. The options available are:

• Draft: Announcements that are incomplete and can be saved as draft. These cannot be sent to staff members.

• Ready for sent: Announcements that are ready for sending to staff members.

Content: Enter the message you wish to send to staff members.

Click 'Add Announcement' to save.

Send an announcement

• Open the admin panel

• Click 'Announcements' on the left

• Select the announcements you want to send

• Click 'Deliver [Ready for sent]':

• Click 'Yes, Do it!' to send the announcement(s).
  

Service Desk sends the announcement via email to all staff members.

Note - You can only send announcements that have the status 'Ready for sent'. Click ‘Admin Panel’ > ‘Announcements’ to change the status of an announcement.

Update an announcement

You can change the subject, content and status of a saved announcement at any time.

• Open the admin panel

• Click 'Announcements' on the left

• Click on the title of the announcement you want to edit

 

• Change the title, content and status as required

• Click 'Update Announcement' to save your changes

Remove an announcement

• Open the admin panel

• Click 'Announcements' on the left

• Select the announcement that you want to delete

• Click 'Delete' at the top of the screen and confirm the deletion.