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

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.

• See  Email Settings and Options for more details.

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 Categories  for help to make a category assign tickets to staff.

• 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'.

• See Emails Settings and Options if you need help with this.

• Click 'Save Changes' at the bottom of the screen for your changes to take effect.