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

View and Manage Asset Types

 

• Click 'Admin Panel' > 'Manage' > 'Assets'

• An asset is an item or service added to a ticket in order to charge custom rates for specific types of work.

• For example, a 'Printer' may be one of your assets. You may want to charge a different rate for work done on printers. Add the printer asset to all tickets that involve printers.

• Only items in the 'Assets' interface will be available for selection in tickets.

Asset rates are charged as follows:

• Default charging plan – The 'global' rate for an item.This rate will be charged if: 

• The customer does not have a contract

• The contract with the customer does not include a charging plan

• Custom charging plans – Assign a charging plan to a customer's contract. The charging plan can include specific hourly rates for certain assets.

See Appendix 3 - How charging works in Service Desk for more details on charging plans and contracts.

To view asset types and default rates

• Make sure you are in the 'Admin Panel' (see the last link on the left)

• Click 'Manage' on the left then 'Assets'

 

Assets – Column Descriptions
Column Header	Description
Assets	The name of the asset.
Global Rates	The hourly service rate for the asset type as set in the default charging plan. You can set the global rate by editing the default charging plan ('Admin Panel' > 'Manage' > 'Charging'). See Manage Charging Plans for more details.
Status	Whether the asset is available for selection or not. Predefined assets cannot be disabled and show as 'Default'. Custom assets can be enabled or disabled.

 

• Click 'Assets' or 'Global Rates' column header to sort the items in ascending/descending order of entries in that column.

• Use the 'Show records' drop-down on the top right to select the number of items to be displayed per page.

Add a new asset type

• Make sure you are in the 'Admin Panel' (see the last link on the left)

• Click 'Manage' on the left then 'Assets'

• Click 'Add New Asset' at the top

•  Enter a label for the asset in the 'Asset name' box. 

• Click 'Submit'. 

• The new asset type will be added with status = 'Enabled'. 

• You can set hourly rates for the asset in a charging plan ('Admin Panel' > 'Manage' > 'Charging' > 'Add New Charging'). 

• You can then apply the charging plan to a customer contract.

To edit the an asset type

• Click on the name of the 'Asset Type'

 

• Edit the name of the asset, if required, in the Asset name text box.

Note: You can edit only the name of custom added assets and not pre-configured asset types.

• Edit the hourly rate in the 'Global Rates' text box.

• Click 'Save Changes' for your changes to take effect.

To enable / disable an item from the 'Assets' list

• Select an item and click 'Enable' or 'Disable' at the top. Please note you cannot disable default asset types.

• Choose 'Yes, Do it' from the confirmation dialog.

Disabled asset types will not be available in the 'Asset Type' drop-down in the 'Ticket Details' interface. Tickets generated previously for this asset type will remain.