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 Calendars

Click 'Staff Panel' > 'Calendars'

• Service Desk calendars allow admins and staff to manage appointments and schedule events.

• Calendar appointments can be shared with other admins/staff members. This is useful when collaborating on tasks.

• You can also view and manage the calendars of other staff in order to create better and more transparent workflows.

There are two ways to add schedules and appointments to your calendar:

• From Tickets - Schedules are added when creating or working on tickets. For example, you could create a schedule for task that involves an on-site visit. For more details, see Create a Schedule for the Ticket in the section Ticket Details.

• Manual - You can manually add an appointment to your calendar.

Following sections explain about:

• The 'Calendars' interface

• Create a manual calendar entry for an appointment

• Reschedule or edit an appointment

The calendars interface

• Open the 'Staff' panel (see last link on the left)

• Click 'Calendars' on the left

• By default, the current week is shown.

• Use the Day and Week buttons at the top left to switch between 'Day' and 'Week' views

• Use the '<' and '>' buttons to move to the previous / next week / day.

Click the drop-down at top-right to select calendar you want to view:

My Calendar - Displays calendar events scheduled for you. The entries include:

• Events you manually added

• Scheduled events created in tickets assigned to you

• Events scheduled for you by admins and other staff members

My and Shared Calendar - Events scheduled for you as above + events marked as shared.

• Blue background - Events scheduled for you

• Gray background - Shared events

Other Staff - Admins only. Choose the staff member whose calendar you want to view.

Create a manual calendar entry for an appointment

• Open the 'Staff' panel (see last link on the left)

• Click 'Calendars' on the left

• Choose 'My Calendar' from the drop-down at top-right to create an event for yourself

• Admins only – Click the drop-down menu and choose a staff member from 'Other Staff'. You can create events for other staff.

• Double-click on the time-slot which you wish to schedule for the ticket

• Enter a short description of the task

• Click the tick mark  to save the entry

Share an event with others:

• Click on the event

• Click the 'Edit' icon that appears on the left (the top icon of the three)

• Enable the 'Shared' check-box

• Click 'Save'.

Reschedule or edit an appointment

You can edit calendar entries to change the description, associate tickets, change the date/time, mark as shared, and more.

View/manage details of a calendar entry

• Open the 'Staff' panel (see last link on the left)

• Click 'Calendars' on the left

• Choose 'My Calendar' or 'My and Shared Calendar' from the drop-down at top-right

• Or choose another staff member from 'Other Staff' (admins only)

• Click on the event you want to view or manage

- Opens the 'Appointment Edit' dialog. The 'Edit' dialog lets you:

• View and modify event description

• Associate tickets with the event

• Share or unshare the event

• View and change the scheduled time of the event

See Edit details of an appointment for more details.

  - Edit the description of the event.

  - Remove the event

Edit details of an appointment

• Click the 'Details' icon  to view and manage details of the ticket.

• Description - The description of the event. You can change the description if required.

• Tickets - View tickets associated with the event and add new tickets. This is optional. You can add multiple tickets to a calendar entry.

• Start typing the first few letters of the ticket number, username/email of the user that created the ticket or the subject of the ticket.

• Select the ticket you want to associate with the event from the search results:

• Repeat the process to add more tickets

• Shared - Makes the event visible to all admins/staff members when they select 'My and Shared Calendar' from the drop-down.

• Time Period - Shows the date/time of the event.

• Simply change the values in the drop-downs to reschedule the event.

• Select 'Full day' if you expect the event to last the full working day.

• Click 'Save' after making your changes.