Comodo One MSP Software Version 3.1

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Comodo One MSP

Software Version 3.1

Service Desk

Administrator Guide

Guide Version 3.5.051116

Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

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1 Introduction to Comodo One MSP

Comodo One is the integrated platform for Managed Service Providers which combines Device Management, Remote Monitoring, Service Desk and Patch Management modules in a single, easily navigated console.

Applications are available in three areas of the interface - 'Licensed Applications', 'Store' and 'Tool Set':

Licensed Applications. Available for immediate use and accessed by clicking 'Licensed Applications' in the left-hand menu. Licensed applications include:

• Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and

effective work-flows for internal and customer-facing support departments. Comodo Service Desk allows

administrators and staff members to respond to tickets, reassign tickets to other departments or personnel, generate reports, create knowledge base articles and more.

• Comodo Patch Management - Provides administrators and MSPs with granular control over the deployment of updates

to operating systems and 3rd party applications on network endpoints. Featuring an easy to use interface, Comodo Patch Manager allows administrators to define patching policies and schedules and to remotely monitor the deployment of Windows and Linux operating system updates.

• Comodo IT and Security Manager (ITSM) - Allows MSPs to manage, monitor and secure mobile devices and Windows

endpoints which connect to customer networks. Once an iOS, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, Device Manager allows you to secure customer data regardless of the device that holds it. ITSM is available by default to customers that signed up for Comodo One version 3.0 and later. Customers that signed up for Comodo One prior to version 3.0 version can integrate CDM to their console, if required.

• Comodo Remote Monitoring and Management (RMM) - Comodo RMM is an efficient endpoint monitoring application

that allows administrators to monitor and manage multiple endpoints from one centralized console. RMM is available as an integrated module to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later can access RMM through the ITSM interface. Refer to the help page at

https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html in the online ITSM

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Admin Guide for more details.

Store. The C1 Store contains optional applications which allow you to expand your service offerings. Once downloaded, 'Integrated' applications can be used directly from the Comodo One console while non-integrated applications are stand-alone. Most store applications include separate license fees.

• Acronis Cloud Backup - A perfect solution for all your backup and disaster recovery needs. This cloud-based

application has the ability to backup any application and system including Windows, Linux and Mac. Available with pre and post-paid subscription models, this solution fits the needs of any enterprise.

• cWatch - CWatch is available as Security-as-a-Service for the protection of the web applications and web servers on

your customers' networks. The servers are monitored 24x7x365 by experts from the Comodo SOC who will handle incident response, and provide state of the art signature based, machine learning and expertly hand crafted security prevention policies that are all constantly updated to ensure protection from emerging threats.

• Comodo Quote Manager - Comodo Quote Manager (CQM) is an end-to-end quote management solution that allows

Managed Service Providers (MSPs) and companies to quickly create, follow up and finalize quotes for customers. You can keep track of submitted quotes, send reminders to customers, resolve customer queries almost instantly and view detailed sales reports.

• Comodo KoruMail - An enterprise antispam and threat prevention solution that uses a sophisticated array of spam

filters, anti-virus scanners and content analysis engines to prevent unsolicited mail from ever entering your customers' networks.

• Comodo Antispam Gateway (CASG) - CASG is a cloud based email anti-spam protection for corporate mail servers

that can reduce spam by up to 97%.

• Comodo Korugan VM - Korugan is a Unified Threat Management (UTM) solution that provides multiple, essential

security services by controlling firewall policy, antivirus, intrusion prevention, gateway antispam, website filtering, traffic monitoring, VPN, DNS and proxy servers, in a single package. Korugan needs an appliance installed as a Virtual Machine (VM) on the customer network to be protected. Upon subscription of the service, you can download the ISO image of the virtual machine, to be installed on the customers' networks.

• Comodo Korugan Central Manager - Korugan Central Manager allows you to manage several Korugan

VMs/appliances installed on your customers' networks from a single central console. Tool set. The following utilities are available for download from the 'Tool Set' area of the interface:

• Comodo Network Assessment Tool - Allows MSPs to perform in-depth scans on customer networks to identify a wide

range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice to address each issue.

• Comodo Cleaning Essentials - Security software for Windows endpoints which contains tools designed to identify and

remove malware and unsafe processes from infected computers. Includes a fully customizable malware scanner and an advanced system monitoring tool which allows users to identify and kill any unsafe processes with a single click. Chapter 1 of this guide covers account set up, an introduction to the Comodo One MSP web interface and initial configuration of administrators and staff members.

• Introduction to C1 MSP

• Signing up for an account - How to create an account

• The Comodo One MSP Web Interface - A snapshot of main functional areas of Comodo One MSP • Managing Administrators - Explains how to add administrators and staff members

• Admin Privilege Levels - Outline of administrative privileges

• Managing Companies - Explains how to manage companies for an account

A dedicated guide for the Comodo One interface is also available at https://help.comodo.com/topic-289-1-716-8478-Introduction-to-Comodo-One.html.

Chapters 2 and beyond cover usage of the Service Desk (SD) module. Detailed descriptions for other modules can be found in their own dedicated guides.

1.1 Sign Up for An Account

Getting a Comodo One MSP account is very easy and can be completed in a few steps.

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• Click 'Get Free Tools', then enter your email address in the box

• Complete the short enrollment form. • Choose the account type.

• If you are a new customer, choose the 'I AM A NEW USER' tab and fill a short enrollment form

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• Business Type: The drop-down allows you to

choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down

• Email - This field will be pre-populated with

email address provided. Enter a new email address if you wish to change it. You will receive the verification link to this email address.

• Password: Enter the password for logging-in to

your C1 account. The password should be of at least eight characters, and must contain a combination of lower case and upper case characters, at least one numeral and at least one special character chosen from '("!#$%^&*")'

• End User License Agreement: Read the EULA

fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box.

• Captcha: Enter the Captcha value to verify your

application

• Click the 'Submit' button.

A verification email will be sent to the email address you provided in the 'Email' field.

• If you already have an account with Comodo, click the I HAVE A COMODO LICENSE ACCOUNT' tab and

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• Business Type: The drop-down allows you to

choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down

• Comodo License Account Login / Email - Enter

your username or email address used fo login to your Comodo account at

https://accounts.comodo.com. You will receive the verification link to the email address you entered while registering your account with Comodo.

• Password: Enter your Comodo Account

password. The same password should be used to logging-in to the your C1 account.

• End User License Agreement: Read the EULA

fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box.

• Captcha: Enter the Captcha value to verify your

application

• Click the 'Submit' button.

A verification email will be sent to the email address registered at the time of your Comodo account creation.

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• Click the 'Verify my email' link

Upon successful verification, you will be taken to the C1 login page.

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• Fill-in the form with the details for your C1 account

• Email - This field will be pre-populated with the email address entered during account creation. You cannot

edit this field.

• Business Type - This field will be pre-populated with your business type chosen during the account creation.

You cannot edit this field.

• Company Name - Enter the name of the company that you want to enroll for Comodo One MSP.

• Subdomain - Enter the sub-domain name for creating the URL to access the Comodo One MSP modules,

like Service Desk module . For example, if you enter the sub-domain 'milkyway' then you can access the Service Desk module by entering the URL 'https://milkyway.servicedesk.comodo.com'

• Phone Number - Enter the phone number of your company • Country - Choose your country from the drop-down

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• State - Choose your state/province country from the drop-down • Postal Code - Enter the postal code/zip code of your city. • Click 'Submit'

The activation dialog for your free products will appear.

• Click 'Next'

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• Click 'OK' on completion. You will be taken to Comodo One MSP Dashboard.

That's it. You have successfully created a Comodo One MSP account. Please note that this account will be automatically granted 'Account Admin' privileges and cannot be deleted. This is effectively the 'Master Admin'. You will be able to create 'MSP Admins' and Staff under this account. Refer to the section 'Managing Administrators' for more details. You can login to your account at anytime at https://one.comodo.com/app/login.

1.2 The Comodo One MSP Web Interface

The Comodo One MSP interface gives the Account Administrator and MSP Administrators/Staff direct access to the Comodo One modules. The interface also allows the Account Administrator to add MSP Administrators and Staff members who are privileged to access the C1 modules.

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Left Hand Side Navigation

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Dashboard - The 'Dashboard' is displayed by default when you log into the console. It contains the following sections:

• Overview - Displays graphs and statistics about the status of service desk tickets, available patches, application,

endpoint operating systems, endpoint connection status and more.

• Notifications - Displays a list of notifications sent to the administrator by Comodo One MSP. The number of new

notifications will be displayed beside 'Notifications' under 'Dashboard' in the left slider pane. Clicking 'Notifications' opens the 'Notifications' screen that displays a list of these notifications.

• Reports - Comodo One MSP allows administrators to manually generate reports on service desk performance and to

schedule automated report generation. The 'Reports' screen displays a list of reports generated.

Licensed Applications - Allows account admins, MSP admins and staff members to access Comodo One MSP modules.

• Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and

effective work-flows for internal and customer-facing support departments. The support ticketing management system allows administrators and help desk staff to keep track of tickets raised by users, attend to them, reassign them to

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appropriate department or organizations, generate reports and more. Refer to the dedicated Service Desk guides for more details.

• Comodo Patch Management - Allows granular control over the deployment of updates to operating systems and 3rd

party applications on network endpoints. Featuring a centralized, easy to use interface, Comodo Patch Manager allows administrators to carry out various functions remotely such as deploy OS updates for both Windows and Linux machines, update 3rd_{party applications and more. Refer to the dedicated Patch Management guide for more details.} • Comodo IT security and Management (ITSM) - ITSM allows administrators to manage, monitor and secure mobile

devices and Windows endpoints which connect to customer networks. Once an iOS, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, ITSM allows you to secure customer data regardless of the device that holds it.

• Comodo Remote Monitoring and Management (RMM) - A complete endpoint management solution which combines

endpoint monitoring and alerting with ultra-fast remote desktop sharing, a robust ticketing sub-system, application life-cycle management, process and service management, endpoint security management and custom scripting for automated break-fixing.

Note: RMM is available under 'Licensed Applications' interface only to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later, can access RMM through the ITSM interface. Refer to the help page at https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html in the online ITSM Admin Guide for more details.

• Acronis Cloud Backup - This module is optional and can be added after creating a Comodo One MSP account. This is

a cost effective tool for MSPs to render backup and disaster recovery services for their customers. Available both in local and in cloud for backups, this tool is capable of backing up data from any source and recovers to any destination and system.

• Comodo Quote Manager - This module is optional and can be added after creating a Comodo One MSP account.

Comodo Quote Manager allows MSP Administrators and staff to generate and forward price quotes for requirements from the customer organizations and manage them.

• cWatch - This module is optional and can be added after creating a Comodo One MSP account. cWatch is a cloud

based next generation security information and event monitoring platform that allows MSPs to provide high level of security service to their customers.

Customer - Displays Organizations added by Account Administrator to manage their own IT issues and requirements. Any number of companies/departments can be created for the account depending on subscription levels. Companies added here are automatically added to the Service Desk, Patch Management and ITSM modules and be viewed by all MSP Admins when they are in those modules. Module-specific users and administrators can be added under these companies from within each module itself. Refer to the section 'Managing Companies' for more details.

Staff - Admins added here can access all modules in Comodo One MSP and have administrator privileges for Patch

Management and ITSM modules. For Service Desk, the privileges differ depending on whether the staff member was added with admin privileges (aka an 'MSP Admin') or not. Staff without admin privileges can access only the staff panel in Service Desk while staff member with MSP Admin privileges can access both admin and staff panels in Service Desk. After an MSP Admin or Staff has been created, they will receive an account verification email and be asked to create a unique password. Refer to the section 'Managing Administrators' for more details.

Store: Displays optional Comodo applications that are available for C1 users. Currently only Comodo Quote Manager, Acronis Cloud Backup and cWatch applications can be added as a fully integrated C1 module. All other applications are 'standalone' and planned to be integrated in the upcoming versions.

Tool Set: Allows administrator to download free utilities for use on customer networks. The available applications are:

• Comodo Cleaning Essentials - Comodo Cleaning Essentials (CCE) is a set of computer security tools designed to

identify and remove malware and unsafe processes from infected computers. Major features include:

• KillSwitch - an advanced system monitoring tool that allows users to identify, monitor and stop any unsafe

processes that are running on their system.

• Malware scanner - Fully customizable scanner capable of unearthing and removing viruses, rootkits, hidden

files and malicious registry keys hidden deep in your system.

• Autorun Analyzer - An advanced utility to view and handle services and programs that were loaded when

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CCE is a lightweight, portable application which requires no installation and can be run directly from removable media such as a USB key, CD or DVD. It allows users to quickly and easily run scans and operate the software with the minimum of fuss. For more details, refer to the online help guide of CCE at https://help.comodo.com/topic-119-1-328-3516-Introduction-to-Comodo-Cleaning-Essentials.html.

• Comodo Network Assessment Tool - Comodo Network Assessment tool (NAT) allows network administrators to

perform in-depth scans on client networks to identify a wide range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice for each issue. Setup is easy with a simple wizard which allows users to import networks via Active Directory, Workgroup or IP range.

Management: Enables the account administrator to manage their Comodo One MSP account.

• Account - Allows the account administrator to personalize and edit the account details such as name, email address, address, phone numbers and notes.

• Subscriptions - Provides information about your App Store purchases such as product types, payment types and the subscription period.

• Usage - Provides module usage information. For example, this area will show how much space remains on your Acronis backup plan.

• Billing - Allows account administrators to view past bills as well as current bill invoiced.

Settings - Opens the 'Settings' interface that allows the currently logged-in administrator to change their password. Logout - Allows the currently logged-in administrator to logout from C1.

Help - Clicking the 'Help' link displays shortcuts to visit Comodo One help pages and forum pages.

Version Number - The version number of Comodo One MSP is displayed at the bottom right of the slider. Clicking the version number opens the 'Release Notes' page containing new features added and bugs fixed in the current version.

1.3 Managing Administrators

The 'Staff' screen allows Account Administrators to add MSP Administrators. Once created, these users will be able to login into C1 at https://one.comodo.com and will be able to access the service desk, patch management and ITSM modules. You can also transfer the account administrator privileges to another MSP administrator.

To open the 'Staff' screen

• Click the menu button from the top left to open the left slider • Choose 'Staff' from the slider

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Staff List - Table of Column Descriptions

Column Header Description

Name The name of the administrator or staff member Email The email address of the administrator or staff member

Verified Indicates whether the administrator or staff member has verified their email address by clicking the verification link in the notification mail sent to them. The administrator/staff can login to C1 interface only after verifying their email address and creating a password for them.

Admin Indicates whether the user has MSP Admin privileges. If no check mark is present then it indicates that the user is a staff member. An MSP administrator can create only staff members. The master Account Admin can create both MSP Administrators and staff members.

Account Admin Indicates whether the user is the 'Master' administrator of the Comodo One MSP account. Only one account admin is allowed for a Comodo One account. Only the Account Admin has the privileges to add MSP administrators and staff members for this account and to add additional modules like Comodo Device Manager, Comodo Quote Manager and so on .

Sorting and Filtering Options:

• Click any column header to sort the list of administrators in ascending or descending order according to the column

label.

• Filter the list or search for specific administrator(s) by entering their name or email address in the search field at top

right in part or full.

The interface allows account administrators to:

• Add MSP Administrators/Staff

• Edit the details of MSP Administrators/Staff • Remove MSP Administrators/Staff

To add MSP Administrators/Staff

• Click the 'New Staff' button from the 'Staff' interface

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• Select the 'Admin' check box if you want to add an MSP Administrator. Leave it blank if you want to add a staff

member.

Note: Staff with 'Admin' privileges can be added only by the Account Administrator.

• Enter the name of the Administrator or Staff in the 'Name' field.

• Enter the email address of the Administrator or Staff to which the verification email will be sent. • Click the 'Save' button.

A confirmation dialog will be displayed.

• Click 'OK'

A verification email will be sent to the email address. After clicking the verification link in the mail, the recipient will be asked to set a unique password for accessing Comodo One.

Editing the details of administrators/staff

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The Account Administrator can edit the name of an administrator/staff, assign/remove administrative privileges and transfer account administrator rights to another administrator. The administrator can edit only the name of a staff member.

Note: A staff can be edited to assign/remove admin privileges only after they validate his/her email address by clicking the link in their verification email.

To edit a staff/administrator

• Select the MSP Administrator/Staff then click the 'Edit' button:

The 'Edit Staff' dialog will open.

• Update the details as required. Please note the email address field cannot be edited. • Click the 'Save' button

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• Click 'OK'

To transfer the account admin rights to a different administrator

• Select the administrator and click the 'Edit' button • In the 'Edit Staff' dialog, select Account Admin checkbox.

A confirmation dialog will be displayed:

• Click 'OK' to confirm

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• Click 'OK'.

The account administrator rights will be transferred to the selected administrator and you will be logged out automatically. You can login with the same credentials but will have only administrator privileges.

Removing an administrator or a staff

Staff/Administrators, who no longer required to access the Comodo One console can be removed from the Staff interface. Note: A staff/administrator can be removed only after they validate his/her email address by clicking the link in their verification email.

To delete MSP Administrators or Staff:

• Select the administrator/staff member that you want to remove from the list and click the 'Delete' button:

A confirmation dialog will appear.

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1.3.1 Admin Privilege Levels

Account Admins, MSP Admins and MSP Staff for Comodo One modules are added and managed via the Comodo One MSP web console at one.comodo.com. The following tables summarize the privileges of these user types in the web console itself and each of the individual modules.

Comodo One MSP Web Console

Role

Description

Account Admin The Account Administrator is the top level administrator and can access all areas and functionality of the Comodo One MSP Administrative console and the individual modules.

From the Comodo One MSP web console, the Account Administrator can:

• Add and manage companies for the MSP account

• Add and manage MSP administrators

• Add and manage MSP staff members

• Transfer the account admin rights to another administrator

• Add integrated modules from the 'App Store' in to C1

• Subscribe for new products and renew licenses for added modules

• View subscriptions details

• View usage details for modules

• View billing details for modules

MSP Admin An MSP Administrator has privileges to create new companies and staff members and has all the privileges of staff.

From the Comodo One MSP web console, the MSP Administrator can:

• Add and manage companies to the MSP account

• Add and manage MSP staff members

• Cannot add new admins

MSP Staff A MSP Staff member can access individual modules and can execute RMM, Service Desk and Patch Management tasks.

A MSP Staff member can login and view the Comodo One MSP web console but:

• Cannot add or edit companies enrolled to the MSP account

• Cannot add fellow MSP staff members

Remote Management and Monitoring (RMM)

Role

Privileges

Account Admin • Add endpoints for monitoring and management

• Create and apply monitoring policies to endpoints

• View alerts for policy violations

• Initiate support sessions and accept support requests from end-users

• Deploy diagnostic and repair tools, run procedures and execute jobs on endpoints

• Access endpoint computers through remote desktop connection to correct issues MSP Admin Same privileges as account admin

MSP Staff Same privileges as account admin

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Service Desk

Role

Privileges

Account Admin • Access both admin panel and staff panel

• Enroll and manage end-users from different companies

• Attend to and manage support tickets from end-users.

• Assign and reassign tickets to staff members

• Create new tickets on behalf of end users

• Set global prices for attending to different types of devices

• View dashboard and system logs

• Configure service desk via the 'settings' interface

• Manage help topics, SLA plans, ticket filters and more.

• Create and manage privilege based user groups and assign staff members to them.

• Create and manage departments for the MSP and assign staff members to them.

• Generate announcements for staff members

• Generate and view reports

• Update knowledgebase articles like FAQ's and canned responses MSP Admin • Same privileges as account admin

MSP Staff • Staff members can access the staff panel but not the admin panel

• Enroll and manage end-users from different companies

• Attend to support tickets from end-users

• View the dashboard

• Create and manage knowledgebase articles like FAQs and canned responses The following privileges are conditional on the privileges of the group to which the staff member belongs:

• Assign and reassign tickets to other staff

• Create new tickets on behalf of end users

• Set prices for attending different types of devices for specific company

• Update knowledgebase articles like FAQ's and canned responses.

Note: The restriction for staff members from accessing the admin panel is not implemented in this version. The restriction will come to force in the next version.

Patch Management

Role

Privileges

Account Admin • Enroll Endpoints for remotely installing and uninstalling patches and applications

• Add tags to endpoints and create groups of endpoints for bulk management

• Remotely install recent OS patches and applications on to endpoints and schedule patch/application installation policies

• Remotely restart/shutdown endpoints

• View patch management operations and reports

• Configure remote logging and notification settings. MSP Admin • Same privileges as account admin

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• Configure remote logging and notification settings.

1.4 Managing Companies

Companies, organizations and departments added through the C1 'Customers' interface will become available for selection in all integrated modules (Service Desk, Patch Management and IT Security and Manager). Admins can then import users and devices to these companies through the individual modules.

The Comodo Service Desk interface also allows customers to create 'standalone' (aka 'Unmanaged') companies. Companies created this way will not be visible in the C1 interface or available in the other modules. For more details about adding companies to Service Desk, refer to the online help page at https://help.comodo.com/topic-289-1-625-7888-Managing-Organizations.html.

To open the 'Customer' screen

• Click the menu button from the top left to open the left slider • Choose 'Customer' from the slider

The Customer interface displays the list of customer organizations added to Comodo One MSP. Company List - Table of Column Descriptions

Name The name of the company

Contact Email Email address of the contact person of the organization. Address The address of the organization

Postal Code The area postal code of the organization Description A short description of the organization Sorting and Filtering Options:

• Click any column header to sort the list of companies in ascending or descending order according to the column label. • Filter the list or search for specific company by entering their name, contact email address, address or postal code in

the search field at top right in part or full. The interface allows Account and MSP Administrators to:

• Add an organization

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• Edit the details of an organization • Remove an organization

To add an organization

• Click the 'New Customer' button from the 'Customer' interface

The 'Add Company' form will be displayed.

• Fill the details in the respective fields. • Click the 'Save' button.

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• Click 'OK' in the confirmation alert.

To edit the details of an organization

• Select the organization that you want to update the details • Click the 'Edit' button

The 'Edit Company' dialog will appear.

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• Update the details as required. • Click the 'Save' button

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To remove an organization from the list

• Select the organization that you want to remove from the list

• Click the 'Delete' button.

A confirmation dialog will appear.

• Click' OK' in the confirmation dialog.

The company will be removed from Comodo One MSP.

2 The Service Desk Module

Comodo Service Desk is a fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. The support ticketing management system allows

administrators and help desk staff members to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, generate reports, create projects by integrating tasks and tickets and more. The interface has two panels, Admin Panel and Staff Panel, and admins with appropriate permissions can access both the panels.

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The Admin Panel allows administrators to configure various settings including for tickets, emails, access, knowledgebase, autoresponder and alerts & notices. The settings done in this panel for various features directly reflect on the corresponding components available in the Staff panel. Refer to the section Service Desk Admin Panel for more details.

The Staff Panel allows the support personnel and administrators to view and manage tickets, generate reports, add new users, edit organizations, reassign tickets, manage projects and more. Refer to the section Service Desk Staff Panel for more details.

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Key Features:

• Dashboard - At-a-glance overview of ticket activity over time. The charts and tables on the dashboard allow you to

quickly view the overall status of your operation. The dashboard also provides a starting point from which you can deep-dive into more detailed areas.

• Customer Web Portal - No account registration is required for users to submit tickets. Service Desk allows end-users

to view their ticket thread by logging in with their email address and ticket number.

• Ticket Creation - Allows users to raise tickets in multiple ways - via email, over phone to an admin and web portal as a

guest or as a registered user.

• Service Level Agreements (SLA) - Easily define service level agreements and configure ticket due dates and warnings

to match.

• Help Topics - Automates the process of ticket allocation to specified department for faster response. Configurable in

the web portal, help topics when combined with custom forms can be used to gather more information from users to assign tickets to related department. Help Topics can be configured with a basic workflow, allowing automated re-assignment of tickets to different departments/staff at successive stages, with different SLAs.

• Custom Forms and Fields - Create custom forms designed to gather the precise data your support department needs

from end-users in order to solve an issue. Configurable lists can be added to custom forms to make selections more issue specific. Custom Forms and Fields used in help topics for web tickets can be used to automate the process of ticket assignment to correct department and admin/staff member to cut down response time.

• Ticket Filters - Create rules which ensure tickets matching certain criteria are assigned to specific departments/staff or

have default actions applied to them. Ticket filter actions include reject ticket, auto-assign, canned response and more.

• Ticket Assignment and Transfer - Tickets can easily be reassigned to different departments and admin/staff members

as required. Internal logs are created to to keep track of ticket transfers.

• Auto-Responder - Configure automatic replies sent to user for new ticket creation. Personalize the auto-responders by

inserting variables such as first name and more.

• Knowledgebase - Post solutions to frequently asked questions (FAQs) and create articles to solve problems.

Knowledgebase items can be internal or publicly viewable and can help with ticket resolution times and can reduce the number of tickets submitted. Resolved tickets also can be posted in Knowledgebase and linked with help topics.

• Projects - Staff members can create Gannt charts to plan and track progress on company projects. Individual tasks

and sub-tasks can be assigned completion percentages, time spent and billable time. Service desk tickets can also be bound to any task, meaning any updates in the ticket regarding completion, time-spent and billable time will be dynamically reflected in the parent task.

• Time Sheets - Time sheets allows administrators to evaluate the performance of the staff and track their working

hours. Staff Members can create and submit time sheets in the 'My Time Sheets' interface of the staff panel. Admins can review and approve time sheets in the admin interface by clicking 'Staff > Time Sheets'.

Guide Structure

This guide is intended to take you through the configuration and use of C1 - Service Desk and is broken down into the following main sections.

• The Service Desk Module • Quick Start

• Logging-in to the Service Desk Module • Service Desk Admin Panel

• Admin Panel Dashboard • Service Desk Configuration

• Managing Service Desk Components • Managing Emails

• Managing Staff

• Managing Announcements • Generating Reports • Service Desk Staff Panel

• Staff Panel Dashboard

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• Managing Users and Organizations • Managing Tickets

• Managing Knowledgebase • Managing Projects

• Managing Staff Time Sheets

2.1 Quick Start

This tutorial explains how Comodo One MSP administrators can configure Service Desk to manage their support ticketing infrastructure. The guide covers basic setup and explains how to add user groups and staff, route tickets, create help topics, create custom forms and add support content such as FAQs and knowledge base articles.

• Step 1 - Login to the Admin Console

• Step 2 - Create new user Group and Department • Step 3 - Add new support staff

• Step 4 - Add Help Topics • Step 5 - Enroll Users

• Step 6 - Assign Users to Organizations and create new Organizations • Step 7 - Managing Tickets

• Step 8 - Managing Knowledgebase • Step 9 - Access Control Settings

• Step 10 - Configuring Auto-response Emails • Step 11 - Viewing Reports

Step 1 - Login to the Admin Console

To access the Service Desk Module, login to C1 with your user name and password at https://one.comodo.com/app/login

• Once logged-in, place your mouse over the left-menu and click 'Licensed Applications' • Click on 'Service Desk' to open the application

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By default, Service Desk will open at the Staff Panel. You can switch between the Staff Panel and the Admin Panel by clicking the link at the top right of the interface:

Step 2 - Create new user Group and Department

Before adding a new support staff member, you first have to create a user group to which the new member will belong. You will also need to create at least one internal 'department'. Staff members in a particular group are assigned Service Desk

permissions, and can be allowed to access the tickets of whichever departments you choose. To create a new group

• Switch to the 'Admin Panel'.

• Click on the 'Staff' tab in the 'Admin' panel and select 'Groups'. • Click the 'Add New Group' link at the top right.

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In the 'Add New Group' form, enter the name of the group and select the permissions that should apply to its members. The 'Department Access' section allows you choose which departments group members can access. Group members will be able to access those departments with the permission levels you specify for the group. Enter any notes in the 'Admin Notes' field and click the 'Create Group' button.

The new group will be created and will be listed in the 'User Groups' interface. To create new departments

• Click the 'Staff' tab in the 'Admin' panel and select 'Departments'. • Click the 'Add New Department' link on the right .

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• In the 'Add New Department' form, enter the name of the 'Department'.

• Select whether the department should be 'Public' or 'Private'. If 'Private' is selected, the name of the department will

not be visible at the web portal and will be visible for only to admins/staff members.

• Select the 'Select Level Agreements' for the tickets assigned to this department. Refer to the section 'SLA' for more

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details.

• Select the settings for outgoing emails. Refer to the section 'Emails' for more details.

• Select the settings for auto-response mails to users whose tickets are assigned to this department. Refer to the

section 'Autoresponder' for more details.

• Select the recipients to whom alerts will be sent. Refer to the section 'Alerts & Notices' for more details.

• In the 'Group Access' section, select other group members who can access the ticket assigned to the department.

Step 3 - Add new support staff

The next step is to add new staff members that will respond to support tickets from end users. You can do this in the Comodo One MSP interface at https://one.comodo.com/app/login. Staff created in the C1 portal will be available in Service Desk, and also available for selection in other C1 products.

• Click the menu button from the top left to open the left slider • Choose 'Staff' from the slider

Staff List - Table of Column Descriptions

Name The name of the administrator or staff member Email The email address of the administrator or staff member

Verified Indicates whether the administrator or staff member has verified their email address by clicking the verification link in the notification mail sent to them. Admins and staff can only login to C1 after verifying their email address and creating a password.

Admin Indicates whether the user has MSP Admin privileges. If no check mark is present then it indicates that the user is a staff member. An MSP administrator can create only staff members. The master Account Admin can create both MSP Administrators and staff members.

Account Admin Indicates whether the user is the 'Master' administrator of the Comodo One MSP account. Only one account admin is allowed for a Comodo One MSP account. Only the Account Admin has the privileges to add MSP administrators and staff members for their account and to add additional modules like IT Security and Management (ITSM), Comodo Quote Manager and so on. To add MSP Administrators/Staff

• Click the 'New Staff' button at top left

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• Select the 'Admin' check box if you want to add an MSP Administrator. Leave it blank if you want to add a staff

member.

Note: Staff with 'Admin' privileges can be added only by the Account Administrator.

• Enter the name of the Administrator or Staff in the 'Name' field.

• Enter the email address of the Administrator or Staff to which the verification email will be sent. • Click the 'Save' button.

• Click 'OK'

A confirmation mail containing an account verification link will be sent to the user. After clicking the link, the recipient will be asked to set a unique password for accessing the Service Desk portal.

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Step 4 - Add Help Topics

'Help Topics' are categories which are presented to end-users to help them more easily select the area with which they need assistance. For example, your help page might say 'Please select the area we can help you with', and offer topics such as 'Billing', 'Account Changes', 'Technical Support' and so forth. When combined with custom forms, help topics can route tickets to specific departments and can be used to gather better, more targeted information from end-users.

Help Topics can also be given multiple 'stages', allowing you to set up a ‘step-by-step’ process for dealing with requests on a particular topic. Each stage allows admins to define the department, priority, SLA and assigned person, helping you to route and prioritize the ticket at various phases of its life-cycle.

To add a new help topic

• In the 'Admin Panel', click the 'Manage' tab > 'Help Topics' link > 'Add New Help Topic'

The 'Add New Help Topic' screen will appear.

• Under 'Help Topic Information', enter a name of the 'Help Topic' in the first field and select the required parameters

from the options.

• Status: Select whether the help topic should be active or not

• Type: Select the option Public to make the help topic available in the client portal. If Private/Internal option is

selected, then the topic will be available for admins/staff members only in the Staff Panel.

• Parent Topic: Select the parent help topic for this topic if required, from the options.

• Under 'New ticket options' select the form that should be presented to the user, the Thank you page that should be

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• Custom Form: Custom forms define the fields to be displayed in the client portal when a user raises a ticket

and chooses the help topic, in order to gather details relevant to it. You can create and manage forms with custom fields from the 'Admin Panel' > 'Manage' > 'Forms' interface. For more details on managing forms, refer to the section Forms. The 'Custom Form' drop-down allows you to choose the custom form to be applied to the help topic.

• Thank-You Page: Select the Thank-You page that the user will be shown after opening a ticket under this

help topic. The Thank-you page will be displayed for guest users only. Refer to the section Web Pages for more details about creating web pages.

• Auto-response: Choose whether or not an auto-response emails should be sent to the user for the ticket

activities.

• For more details on managing templates for auto-response mails, refer to the section Email Templates. • For more details on granular configuration of auto-response settings at global level, refer to the section

Autoresponder Settings.

• For more details on granular configuration of auto-response settings at department level, refer to the

section Departments.

• Under 'Ticket Stages', configure the department to which the tickets with this help topic should be routed, SLA plan to

be applied and the staff to whom the ticket is to be assigned at successive stages of its life-cycle.

• Click 'Stage 1' and choose the options from the respective drop-downs.

• To add more stages to the help topic, click 'Add Stage' and repeat the process. • Click the 'Add Topic' button when done.

The help topic will be visible in the web portal if it is 'Public' and users can select it at the time of ticket creation. Help topics that are 'Private' are visible to admins/staff members only. Refer to the section 'Help Topics' for more details.

Step 5 - Enroll Users

New users can create accounts then submit tickets at the client portal URL (e.g. https://coyote.servicedesk.comodo.com). Administrators can also manually enroll new users individually or in bulk from the Staff panel. All users, whether self-enrolled or manually enrolled, can be added to organizations as explained in step 6.

To enroll new users

• To switch to the Staff Panel, click the Staff Panel link at top right. • Click the 'Users' tab and choose 'User Directory'.

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Service Desk allows you to add new users manually or by bulk import. To add users manually

• Click the 'Add User' link

• Enter the user's name, email and phone number and click the 'Add User'.

The new user will be created as a 'Guest'.

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• Review the form details then click the 'Create Account' button. The status of the account will change to 'Locked

(Pending Activation)'.

• An email will be sent to the user with an account activation link. The account activation page allows them to review

their information and set a username and password:

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After updating their profile, the status of the user account will change to 'Active (Registered)'.

You can also import users from a .CSV file by clicking the 'Import' button. The process of enrolling users is the same as explained above. Refer to the section 'Managing Users and Organizations' for more details.

Step 6 - Assigning Users to Organizations and creating new Organizations

In Service Desk, an 'organization' is a client entity, usually a company or business from whom you will accept tickets. You can assign users to organizations from the 'User Directory' interface. There are three broad options to create an organization:

• Create an organization in the Comodo One Interface.

Organizations that are added from C1 are fully managed, meaning they will available for selection in all integrated modules (Service Desk, RMM, Patch Management and Device Manager).

• Create an organization in Service Desk.

Companies created from Service Desk will not be visible in the C1 interface or available in other modules. These are created for ticket management purposes alone. You can create an organization in Service Desk by clicking Staff panel, > Users > Organizations > Add New Organization.

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To assign users to an organization

• In the 'Staff Panel', click the 'Users' tab > 'User Directory' link.

The list of users will be displayed.

• Click on the user name that you want to assign an organization

In the user details interface, click the link 'Add Organization'

In the 'Organization for <user name>' screen, search for the organization in the search field.

You can assign the user to an existing organization, or create a new Organization and add the user to it.

• To add the user to an existing Organization, type the first few letters of the Organization name in the search field. After

choosing an Organization, following confirmation dialog will appear:

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• Click 'Continue'.

The user will be added to the organization and will be displayed in the 'User Details' screen.

• To add a new organization, enter the details of the organization under 'Create New Organization: Details on User

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Refer to the sections 'Managing Companies' and 'Managing Organizations' for more details about the details to be entered on adding a new organization.

• Click 'Add Organization'

The new Organization will be added to Service Desk and the user will be added to the new organization. To add a new organization

• Add organization from the C1 interface • Add organization from Service Desk

To add an organization from the C1 interface

• Log in at https://one.comodo.com/app/login. Click the menu button from the top left to open the left slider and

choose 'Customer' from the slider.

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The Customer interface displays the list of customer organizations added to Comodo One MSP. Company List - Table of Column Descriptions

Name The name of the company

Contact Email Email address of the contact person of the organization. Address The address of the organization

Postal Code The area postal code of the organization Description A short description of the organization To add an organization

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The 'Add Company' form will be displayed.

• Fill the details in the respective fields. • Click the 'Save' button.

• Click 'OK' in the confirmation dialog.

To add an organization from Service Desk

• From the Staff panel, click the 'Users' tab and choose 'Organizations' • Click the 'Add New Organization' link at the top right

The 'Add New Organization' screen will be displayed:

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• Name: Enter the name of the organization.

• Web Domain: Enter the registered domain name for the organization.

• Month Fee: The monthly charges billable to the organization for attending to tickets raised by users in that

organization.

• Address: The address of the organization. • Phone: The contact number of the organization. • Website: The URL of the organization's website.

• Internal Notes: Enter any notes regarding the organization.

After completing the form, click the 'Add Organization' button to add the organization to Service Desk. Staff members can now configure its settings, users and billing rates. Refer to the section 'Managing Organizations' for more details.

Step 7 - Managing Tickets

Tickets raised by users can be viewed and managed in the 'Staff Panel', under the 'Tickets' tab.

At the top of the screen, the status of the tickets are displayed. Clicking on a ticket number will open the ticket summary interface. From here you can assign it to a staff member, reassign, delete and more. For details about how to manage tickets,

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refer to the section 'Managing Tickets'.

There are several settings and options available for configuring tickets. For example, whether ticket IDs should be generated sequentially or randomly, default priority and more. For detailed explanation about how to configure tickets, refer to the section 'Ticket Settings and Options'.

Step 8 - Managing Knowledgebase

The 'Knowledgebase' feature allows admins to upload solutions for some commonly encountered problems by the users. By referring to the material, the users if possible can attend to the problem themselves instead of raising a ticket. This will reduce the down time of the system as well as the cost for attending to the ticket. The 'Knowledgebase' is available under the 'Staff Panel'.

After the 'FAQs' are created, these will be displayed in the web interface that the users will be using to create tickets. To know more about creating FAQs, refer to the section 'Managing Knowledgebase'.

Step 9 - Access Control Settings

The 'Access Control Settings' interface allows you to configure various access settings such as staff member password expiration policy, staff excessive failed login attempts and more. You can also edit the templates of emails that are sent to staff members and users for scenarios such as user account confirmation email, forgot password mails for users and staff and more.

• To open the 'Access Control Settings' interface, click Settings > Access from the 'Admin Panel'.

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For more details, refer to the section 'Access Control Settings'. Step 10 - Configuring Auto-response Emails

In the 'Email Settings and Options' screen under the 'Settings' tab, you can select the default emails that will be sent to users for alerts. You can add new emails, which will be displayed in the options. The new emails can be added in the 'Emails' tab available under the 'Admin Panel'.

The interface also allows you to configure emails that will be automatically rejected, create new email templates and check the outgoing email settings. For more details refer to the section 'Managing Emails'.

Step 11 - Viewing Reports

The reports area contains a wealth of valuable information for administrators. Admins can also drill-down to individual category from any report. Reports can be exported to pdf and CSV files and cover the following categories:

• Time Log • Cost • Tickets • Assets • Queue

• Agents (admins/staff members) • Users

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2.2 Logging-in to the Service Desk Module

To access the Service Desk Module, login to C1 with your user name and password at https://one.comodo.com/app/login

• Once logged-in, hover your mouse over the left-menu and click 'Licensed Applications' Click 'Service Desk' under

'Licensed Applications'.

3 Service Desk Admin Panel

The Admin Panel is the nerve center of Service Desk, giving you an immediate overview of ticket statuses and allowing you quickly configure settings, alerts, help topics, filters, reports, SLA plans and more.

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Once logged-in, the administrator can navigate to different areas of the console by clicking the tabs at the top of the interface. The tool tip available in most of the features provide guidance about using them.

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Main Functional Areas

• Dashboard - Allows an administrator to view graphical summary of ticket activity such as assigned, closed tickets. The

dashboard provides statistics of tickets department wise and shows the statuses of the tickets. Refer to the section Admin Panel Dashboard for more details.

• Settings - Enables an administrator to configure settings for various components such as Emails, Tickets,

Knowledgebase, Access, Autoresponder and Alerts & Notices. Refer to the section Service Desk Configuration for more details.

• Manage - Allows an administrator to manage Help Topics, Ticket Filters, Custom Forms, Site Pages, Service Level

Agreement plans and API keys, Custom Lists, Assets, Materials and Projects. Refer to the section Managing Service Desk Components for more details.

• Emails - Enables an administrator to manage auto-response emails that are sent to users and admins/staff members,

configure email banlist and manage email templates. Refer to the section Managing Emails for details.

• Staff - Allows an administrator to manage staff members that provide support to users, create and manage Groups

and Departments and assign staff members to them. Refer to the section Managing Staff for more details.

• Announcement - Enables an administrator to manage announcement forms. The announcements and news are sent

to staff members that are subscribed for announcements. Refer to the section Managing Announcements for more details.

• Reports - Enables an administrator to schedule and /or generate detailed reports for Time Log, Cost, Tickets, Assets,

Queue, Agents (admins/staff members) or and Users. Refer to the section Generating Reports for more details. Various interfaces display a tool tip button beside the features. Clicking on this button will display the summarized help content regarding the feature. To close the screen, click the button located at top right side.

To toggle between the Admin Panel and Staff Panel, click the Panel button located at the top of the interface.

3.1 Admin Panel Dashboard

The Admin Panel dashboard provides a graphical summary of ticket activities and its related statistics. The logs generated by the Service Desk server and as well as its details can also be viewed from the Dashboard tab.

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Click on the following links for more details:

• Viewing the Dashboard and Exporting Reports • Viewing Alerts and Notifications

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3.1.1 Viewing the Dashboard and Exporting Reports

The Admin Dashboard displays a graphical summary of current tickets and queue statuses for all clients. The Staff Dashboard displays similar information but only for clients assigned to staff member. Admins can specify the start time and period for which the graph and statistics should be displayed.

• To view the Admin Dashboard, click the 'Dashboard tab' in the Admin Panel.

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Ticket Activity

The top portion of this section displays the total quantity of open tickets in pie chart and lists how many are due today, tomorrow and during the next seven days. The section below it displays a graphical summary of all ticket statuses such as created, closed and more.

Ticket Activity - Total at the moment

The 'Open Tickets' pie chart and the legends beside it provide statistics on the total number of tickets that are currently open. This is broken down into new tickets (not replied to once), overdue tickets, and open tickets that have had at least one reply (Waiting Customer).

On the right side the number of the tickets that are due for closure today, tomorrow and within the next seven days are displayed.

Ticket Activity - Graph

You can select the date range for which the corresponding data will be displayed for both the graph and the Statistics table below it. The graph will display a broad overview of the data for the selected period and the Statistics table provides details of individual components such as Department, Topic, Staff, Source and Priority to which the tickets are associated. The data is updated automatically according to the settings done in 'My Profile'. Clicking the 'Refresh' button updates the data instantly.

By default, the graph displays the details for the last one month and results grouped by a Day. To view the statuses for a different period, select the start day from the period calendar and select the end date from the drop-down options. Next select how the results graph should be grouped from the 'group by' options. Please note the grouping should be always less than the period selected. The legends in the graph provide the statuses of the tickets, such as how many are created, closed, reopened and so on. Hovering the mouse over a graph line displays the number of tickets for that particular item.

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The section displays the statuses of tickets item wise in pie charts, that is department, topics, staff, source and priority for the selected period.

Clicking on each tab will display the details of the tickets that are open, assigned, overdue, closed, reopened, deleted and warnings. The 'Overdue' status displays the tickets that are pending beyond the grace period for a particular Service Level Agreement (SLA) plan. The 'Warnings' status displays the tickets that are configured to trigger warnings for a particular SLA plan. The warnings will be displayed in addition to Overdue threshold if configured in the SLA plan. For example, if there are three Warning levels defined (WL1=50% and WL2=75% and WL3=90% of time) and in a department if there is one ticket with WL1 warning level and one ticket with WL2 level and one ticket with WL3 level the pie chart for the department will show “3” in 'Warnings'.

'At the moment' pie charts display the number of the unassigned and paused tickets. When these tickets are assigned, resumed or deleted, the screen will reflect the changes accordingly.

Exporting Statistics to a CSV file

Clicking the 'Export' button at the bottom of the interface will download the 'Statistics' file in CSV format. This file can be opened with appropriate application such as Excel or Open Office Calc for easy analysis.

3.1.2 Viewing Alerts & Notifications

The 'Alerts & Notifications' interface displays the alerts that were sent when a new ticket was created and assigned to a staff member. The alerts will be sent to the users and agents only when the settings are configured appropriately in 'Settings' > 'Alerts & Notices'.

• To view the details of sent alerts, click the 'Dashboard' tab from the Admin Panel and choose 'Notifications'

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You can filter the items using the 'Date', 'Agent' and 'Type' fields. The type of sent alerts that are recorded are 'Ticket Assign Alert' and 'New Ticket Alert'. You can also sort the items in ascending / descending order by clicking the respective column header.

• Select the period from 'Date' fields ('From' and 'To' fields) • Select the staff or user from the 'Agent' drop-down • Select the alert type from the 'Type' drop-down • Click the 'Search' button.

The screen will display the result per the selected parameters. Selecting 'Anyone' from the 'Agent' drop-down and 'Any' from the 'Type' drop-down will display all the sent alerts for the selected period.

3.2 Service Desk Configuration

The Settings tab allows administrators to configure system settings, tickets, emails, access control, knowledge-base, alerts and the profile of the company that is providing the support services.

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By default, the C1 Service Desk settings screen will be displayed. Click the following links to find out more about each category:

• Configuring Company Profile • C1 Service Desk System Settings • Ticket Settings and Options • Email Settings and Options • Access Control Settings

• Knowledge Base Settings and Options • Autoresponder Settings

• Configuring Alerts and Notices

3.2.1 Configuring Company Profile

The Company Profile section allows administrators to add and modify details about the organization that is providing the support service. To open the page, click ‘Company’ from the 'Settings' tab in the Admin Panel.

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3.2.2 C1 Service Desk System Settings

The system settings screen allows administrators to define and enable their support page, configure the default department that tickets will be automatically routed to, configure business hours and more.

To open the 'C1 Service Desk' system settings and preferences screen, click 'System' from the 'Settings' tab in the Admin Panel.

General Settings

• Helpdesk Status: Select whether the support site should be online or offline.

• Helpdesk URL: The URL of your helpdesk that is configured during installation. It is used in the emails to direct end

users to the helpdesk.

• Helpdesk Name/Title: Enter the name of the support site title that will appear in the browser's tab. If the page is

bookmarked, this will be the title/name of the site page.

Comodo One MSP Software Version 3.1

Comodo One MSP

Software Version 3.1

Service Desk

Administrator Guide

Guide Version 3.5.051116

Table of Contents

1 Introduction to Comodo One MSP

1.1

Sign Up for An Account

1.2

The Comodo One MSP Web Interface

1.3

Managing Administrators

1.3.1

Admin Privilege Levels

Comodo One MSP Web Console

Role

Description

Remote Management and Monitoring (RMM)

Role

Privileges

Service Desk

Role

Privileges

Patch Management

Role

Privileges

1.4

Managing Companies

2 The Service Desk Module

2.1

Quick Start

2.2

Logging-in to the Service Desk Module

3 Service Desk Admin Panel

3.1

Admin Panel Dashboard

3.1.1

Viewing the Dashboard and Exporting Reports

3.1.2

Viewing Alerts & Notifications

3.2

Service Desk Configuration

3.2.1

Configuring Company Profile

3.2.2

C1 Service Desk System Settings