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Configure Alerts and Notices

 

Click 'Admin Panel' > 'Settings' > 'Alerts & Notices'

  • Alert emails can be sent to users and staff after various events occur. Example events include when a new ticket is created, when a ticket is overdue, and when a new internal note is added.
    • Service Desk uses a system of ‘template sets’ to house the content of these alerts. Click ‘Admin Panel’ > ‘Emails’ > ‘Templates’ to manage existing templates.
      • Each set includes templates for a wide variety of alerts. Simply click the template name to edit its contents.
      • Templates can include dynamic variables like 'ticket number' and 'assigned staff'. Click the ‘Supported variables’ link at the top-right of the editor to view the variables you can use.

        Note: Any setting/change you make in this interface will be added to Comodo One audit logs. You can view audit logs in the C1 portal ('Management' > 'Audit Logs').


        Setup alerts and notices

        • Open the admin panel (see the last link on the left)
        • Click 'Settings' > 'Alerts & Notices'




        • Use the 'Enable' / 'Disable' options to activate or deactivate an alert.
        • Use the check boxes to select the recipients of the alert.
        You can enable / disable alerts emails and select recipients for the following events:
        • New Ticket Alert: Alerts are sent to the selected recipients when a new ticket is created.
        • Note - New ticket alerts are not sent if the ticket was auto-assigned by a category or filter.
        • See Ticket Filters for help to make filters assign tickets to staff.
        • New Message Alert: Alerts are sent to recipients when the user posts a new comment to the ticket.
        • New Internal Note Alert: Alerts are sent to recipients when a new remark is added to a ticket.
        • Ticket Close Alert: Alerts are sent to recipients when a ticket is closed.

        • Notify For: Choose whether to send alerts for all closed tickets, or only for tickets closed by a rule in a ticket filter.
        • Ticket Assignment Alert: Alerts are sent to staff when a new ticket is assigned to him/her.
        • Ticket Transfer Alert: Alerts are sent to recipients when a ticket is transferred from one department to another.
        • Overdue Ticket Alert: Alerts are sent to recipients when a ticket passes its due date, as per the service level agreement (SLA) associated with the ticket. Please also see Service Level Agreements.
        • System Alerts: Alerts are sent to the admin for database errors and/or failed login attempt alerts.
        • The default admin email is set in 'Admin Panel' > 'Settings' > 'Emails'.
        • Click 'Save Changes' at the bottom of the screen for your changes to take effect.