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

API Keys

Click 'Admin Panel' > 'Manage' > 'API Keys'

• Comodo Dragon (CD) contains several modules that help IT managers to keep their organization's computers running smoothly. Some of the modules like Endpoint Manager (EM) are capable of automatically sending tickets to Service Desk via API.

• You can integrate Service Desk to your own applications through API. Once integrated, you can submit and manage tickets using your own interfaces.

• Service Desk requires API keys to authenticate CD modules and custom applications that submit tickets.

• Administrators need to specify the IP addresses from which these applications can access Service Desk.

• Service Desk auto-generates API keys for these IP addresses to authenticate access requests.

The 'API Keys' interface lets administrators create and manage keys used to communicate with external devices that access Service Desk.

Open the 'API Keys' interface

• Make sure you are in the 'Admin Panel'

• Click 'Manage' on the left then 'API Keys'

• API Key: The key generated for the IP address shown in the 2^ndcolumn

• IP Addr: IP address of the endpoint or network for which the key was generated

• Status: Indicates whether the key is enabled or disabled

• Date Added: The date on which the key was generated

• Last Updated: Time and date that the key was most recently edited.
  

Select an API key click the 'Enable' or 'Disable' link at the top, to make it active or inactive.

• Click a column header to sort items in ascending/descending order

• The 'Show records' drop-down on the right allows you to select the number of entries to be displayed per page.

Generate a new API key

• Open the 'Admin Panel' (see the last link on the left)

• Click 'Manage' > 'API Keys'

• Click 'Add New API Key' at the top

This will open the key configuration screen:

• Status: Activate or disable the key. Service desk will not accept connections from disabled keys.

• IP Address: Enter the IP address of the connecting client. A single API key can be shared by a group of clients by entering the '%' symbol at the end. For example, 10.10.0.% will cover all clients in the subnet 10.10.0.0/24.

• Can Create Tickets (XML/JSONE/EMAIL): If enabled, clients can create and submit tickets using XML/JSONE scripts.

• Can Execute Cron: If enabled, Service Desk allows external schedulers to run (Linux crontab) for various tasks. The external scheduler can only be set by system administrators at the time of Service Desk installation.

• Admin Notes: Add any additional informational about the key. For example, you could use this space to leave configuration notes

• Click 'Add Key' to save the key and make it available for selection

Edit a API Key

• Open the 'Admin Panel' (see the last link on the left)

• Click 'Manage' > 'API Keys'

• Click a key in the list

• This will open the update key screen. The configuration is the same as that for adding a new API Key.

Delete a API Key

• Select the key(s) that you want to delete then click the trash can icon above the table.