Xcitium Platform

• 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 Reports
    • 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

Ticket Filters

Click 'Admin Panel' > 'Manage' > 'Ticket Filters'

• Ticket filters are rules which implement specific actions on tickets if certain criteria are met.

• Actions include routing tickets to a specific department/admin/staff member, sending an auto-response, closing/rejecting a ticket, changing the ticket owner, and more.

• Once saved and made active, the filter is applied to all new tickets received by your organization.

• You can create multiple filters and prioritize them with the 'execution order' setting. Filters with a higher execution order take precedence in the event of a conflict.

Example filters you can create:

• Identify tickets with device names starting with 'Desktop'. Change the users on those tickets to a specific user. For example, to the network admin.
  

• Assign tickets that were auto-created by Endpoint Manager to a particular staff member.

See the following for more help:

• Open the filter interface

• Create a new filter

• Activate / deactivate a filter

• Edit a filter

• Remove a filter

Open the ticket filters interface

• Open the 'Admin Panel' (see the last link on the left)

• Click 'Manage' > 'Ticket Filters'

 

• Name - The label of the ticket filter

• Status - Whether the filter is enabled or disabled

• Order - The priority that the filter is executed

• Rules - The number of rules in the filter

• Target - The channel over which the ticket is received. You can select ‘Any’, or pick a specific channel like ‘Email’, ‘Web’ or ‘API’

• Date Added - Date and time the filter was created

• Last Updated - Date and time the filter was most recently edited

Click on a column header to sort the items in ascending/descending order.

The ticket filters interface lets you:

• Create a new filter

• Activate / Deactivate a filter

• Edit a filter

• Remove a filter

Create a new filter

• Open the 'Admin Panel' (See the last link on the left)

• Click 'Manage' > 'Ticket Filters'

• Click 'Add New Filter'

 

The new filter form contains the following sections:

• Category information

• Filter rules

• Filter actions

• Admin notes

Category information

• Filter Name: Enter a unique label for the filter. The name should identify the purpose of the filter.

• Execution Order: The priority of the filter. The lower the number, the higher the priority.

• Filters are prioritized according to their execution order. If a ticket meets the conditions of multiple filters, and these conditions conflict with each other, then the filter with the higher execution order is implemented.

• Stop processing further on match! - Service Desk will apply the actions in this filter when it finds a ticket which meets its conditions, then ignore any other filters which match the ticket.

For example, say you have two filters which state different actions for tickets received from ‘example@example.com’:

Filter A - IF user / email address EQUALS ‘example@example.com’, THEN assign to ‘Maintenance’ dept. Execution order = 1

Filter B - IF user / email address EQUALS ‘example@example.com’, THEN send ‘Canned response’. Execution order = 2

Actions are applied in this order to the tickets received from 'example@example.com':

1. The ticket is assigned to 'Maintenance' dept

2. A canned response is sent

If 'Stop processing further on match!' is enabled in filter A then the ticket is assigned to maintenance, but the canned response is not sent.

• Filter Status: Select whether you want the filter to be active or inactive by default. You can change the filter status at anytime using the 'Enable'/'Disable' buttons in the ticket filter screen. See Activate / deactivate filters for help with this.

• Target Channel: The method by which you received the ticket. For example, over email, via the service desk support website, over the phone, or auto-generated by Endpoint Manager. Service Desk will only apply the rule to tickets received over this channel.

Filter rules

• Each rule has a search condition and a search criteria.

• You can add multiple rules to a filter, and choose to apply the filter if all rules are met, or if any one of the rules is met.

Match All - Applies the filter if every rule is met.

Match Any - Applies the filter if any single rule is met.

 

Add rules

• Click 'Add New Rule' on the left

• Define a search rule in the following format:

[Search Parameter] [operator] [Search Criteria]

• First drop-down - Choose the search parameter. For example, you can search for tickets from specific email addresses or domains, or by their priority level or category.

• Second drop-down - Choose the operator (Equal, Not Equal, Starts With, etc)

• Third drop-down - Type the search term in the text field. What you type here depends on the search parameter you picked in the first drop-down. For example, it could be an email address, customer name, user, ticket category etc.

• For example, the rule in the following screenshot will catch all tickets which contain a 'Device Name' that starts with 'DESKTOP':

• Repeat the process to add more rules to the filter

Filter actions

Actions are the processes you want to implement when a ticket meets the conditions of the filter.

 

The available actions are:

• Reject Ticket: The ticket is not accepted and not added to Service Desk. Your support team will not work on it.

• Reply-To Email: An automatic response is sent to the email address from which the ticket was generated. This applies only if the ticket source is 'Email'.

• Ticket auto-response: If selected, auto-response mails are disabled. The setting here overrides the auto-response setting of the department to which the ticket is assigned.

• See Autoresponder Settings to read more on this.

• Canned Response: Automatically send a preset reply to the user.

• See Canned Responses to read more about this

• Department: Assign the ticket to a particular department.

• Priority: Assign a certain priority level to the ticket. The options are Low, Normal, High and Critical.

• See Appendix 2 - Ticket Priorities read more on this

• SLA Plan: Apply a preset service level agreement to the ticket.

• See Service Level Agreements (SLA) for help to view and manage SLAs

• Auto Close: Closes the ticket. The status of the ticket changes to 'Closed' in the 'Tickets' interface.

• Auto Change User: Set the ticket owner to a specific user. All further correspondence will be with the new user.

• Auto-assign To: Assign the ticket to a particular staff member or admin.

• Category: Place the ticket into a certain help topic.

• See Ticket Categories to read more on help topics.

Admin notes

• Add any comments you have about the filter.

Click the 'Add Filter' button at the bottom to save your new filter.

Activate / Deactivate a filter

You can enable or disable a filter at anytime from the 'Ticket Filters' interface

• Open the 'Admin Panel' (See the last link on the left)

• Click 'Manage' > 'Ticket Filters'

• Select the filters

• Use the 'Enable' or 'Disable' links at the top to switch the filter between 'Active' and 'Inactive' states

• Click 'Yes, Do it!' to confirm your selection

Edit a filter

• Open the 'Admin Panel' (See the last link on the left)

• Click 'Manage' > 'Ticket Filters'

• Click on a ticket filter name in the list.

The 'Update Filter' screen lets you edit the filter configuration as required. The update procedure is same as explained above.

Remove a filter

• Open the 'Admin Panel' (See the last link on the left)

• Click 'Manage' > 'Ticket Filters'

• Select the check box beside the ticket filters that you want to remove

• Click the 'Delete' link at the top

• Click 'Yes, Do it!' to confirm removal.