Comodo One

• 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 Report
    • 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

Material Approval

Click 'Admin Panel' > 'Staff' > 'Material Approval'

• Staff can add a list of expenses and costs to a ticket which were incurred while resolving an issue.

• Material costs and expenses need to be approved by an administrator before they are included in a customer's bill.

• The 'Materials Approval' screen lets admins approve or reject costs added to tickets by staff.

Open the 'Materials Approval' interface

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

• Click 'Staff' > 'Material Approval'

The links at the top allow you to filter material requests by:

• Awaiting Approval - Displays materials that were added by staff but have yet to be approved/rejected.

• Rejected - Displays materials that were rejected by administrators.

• Approved - Displays materials that have been approved by administrators.

Column Headers

• Material name - Displays the name of the material or expense added to the ticket. A 'Material' doesn't always have to be a physical item. It could also describe an expense item related to a ticket, such as highway toll fees.

• Cost - Material cost as entered by the staff member.

• Ticket # - Indicates the ticket number to which the material/expense has been added. Clicking the ticket number opens the ticket details page. See Ticket Details for more details.

• Date Added – Indicates the date and time at which the material/expense was added to the ticket. This column is only visible for materials in the 'Awaiting Approval' category.

• Last Updated – Indicates the date and time at which the material/expense details were last modified. This column is only visible for materials in the 'Awaiting Approval' category.

• Staff – Indicates the staff member who added the material to the ticket

• Reason – Displays the reason mentioned by the administrator for rejecting the material cost/expense. (Available only for 'Rejected' category)

View, approve or reject a material/expense item

• Click the 'Awaiting Approval' link.

• Use the filter options to search for a specific item if required.

• Select an item or items using the check-boxes on the left.

• Click the 'Approve' or 'Reject' link at the top.
  

The status of the material/expense item will be updated immediately in the ticket details page of the respective ticket.

Search Options:

• Use the calendar icons beside the 'From' and 'To' date fields to search for materials/expenses added within a certain date range. Click 'Apply'.

• To search for materials/expenses added by a particular staff member, select the staff member from the 'Staff' drop-down (default = all). Click 'Apply'.

• To search for materials/expenses added to a specific ticket, enter the ticket number in the 'Ticket #' field. Click 'Apply'.

• You can use more than one filter at a time to search for specific items

• To display all results again, clear all fields / choose 'Select Staff' in the 'Staff' drop-down then click 'Apply'. Alternatively, click the category link at the top ('Awaiting Approval', 'Rejected' or 'Approved')

Sorting Options:

• 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. The options range from 10 records per page up to 100.