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Comodo One

Service Desk - Admin Guide

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Service Desk Staff Panel > Manage Calendars
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    • 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 allows 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.
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