Xcitium Platform

• Service Desk - Quick Start Guide
  • Step 1 - Login To The Admin Console
  • Step 2 - Create New User Roles (optional)
  • Step 3 - Create New Departments (optional)
  • Step 4 - Add New Support Staff
  • Step 5 - Add Ticket Categories
  • Step 6 - Enroll Users
  • Step 7 - Create New Customers And Assign Users To Customers
  • Step 8 - Create Service Contracts For Customers
  • Step 9 - Manage Tickets
  • Step 10 - Manage Knowledgebase
  • Step 11 - Access Control Settings
  • Step 12 - Configure Auto-response Emails
  • Step 13 - View Reports
• About Comodo Security Solutions

Step 2 - Create New User Roles (optional)

Click 'Admin Panel' > 'Staff' > 'Roles'

• Roles determine the access rights of staff members and administrators in Service Desk.

• You can add new roles and change the role of a staff member at any time, so you may skip this step for now if required.

• However, before adding new support staff members, you may wish to create custom roles for them.

• Account Administrator

• Administrator

• Technician

• Staff members added through CD are imported into Service Desk with the role assigned to them in CD. You can change this role as required.

• You can assign one of the default 'Administrator' or 'Technician' roles to your new Service Desk staff.

• You can also create custom named roles with different permissions:

Create a new role

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

• Click 'Staff' > 'Roles'

• Click 'Add New Role' at the top:

• Enter the name for your new role and specify the permissions that should apply to its members in the 'Admin Panel' and 'Staff Panel' tabs.

• Select the permissions and privileges that can be given to the members assigned with the role.

• Department Access - Choose which Service Desk departments are available to members with this role.

• Add admin notes if required then click 'Create Role'.

• The new role is listed in the 'User Role' interface and can be applied to new staff members at any time.