Tags
Xcitium Client Security (XCS) what test Remote Control by ITarian RDS Server RDS EDR AEP csv access scope Comodo dialog box Windows UAC user access rights verification phone number password reset security code forgot password Android threat history generates alert lock device Android devices Mac OS devices mobile devices passcode Lock log SIEM log forwarding log storage log storage settings scan profile Parental control FLS file-lookup server internet access rights Real-time scan default profiles pre-configured profiles pre-defined profiles customize profile clone profile Clone unknown MAC profile Linux profile cloud-based service Maintenance Window maintenance analysis tool UFH check policy test policy Virtual Appliances DNS Resolver register invite graphs Dynamic IP Dome shield Integration O365 Comodo Office 365 removal tool CCS removal tool Comodo Secure Email Gateway subscriptions service Dome Antispam Valkyrie report info web Comodo SWG tutorial policy DLP PAC file iboss Bluecoat Websense Comodo Dome ICAP Dome Agent traffic URL C1 account SWG portal SSL Encrypted Traffic Dome Cloud enable widget chart endpoint dashboard file groups Rules exceptions Wi-Fi networks Wi-Fi setup security restrictions iCloud auto containment containment settings virtual file system sandbox environment client access control local configuration Comodo Client Security Rebranding Communication Client Rebranding security client re-brand Comodo Clients application rules global rules Portsets port sets Firewall ruleset rule set rulesets global proxy server global proxy antivirus settings Client Proxy remote control tool Firewall protection firewall settings configuration file export profile PowerShell VBS script Windows Standard Account Endpoint Manager Client Communication (EMCC) server security clients updates vulnerable security patches installed Client Communication Communication Client (CC) submission Communication Client tray icon script OS Patch Third Party Patch Installation Uninstallation Discovery additional package External Device Control external ITarian remote Windows device apps signed-in logged-in identify License wizard on-boarding local Comodo Client Security Mac devices Linux devices MSP customers EM profile Mac OS profile MAC OS X device user device configuration profile copy invoice enrollment Logging Settings SIEM tool external server Account Security mobile console EM device owners ownership remove MAC third party application remote uninstallation software inventory duplicate Name Master Image Golden Image Bulk Installation Package Windows Operating Systems summary information local time External IP address OS summary Devices list MDM profile iOS push certificate create APNs Apple account portal APN Apple Push Notification search bar filter options customer device group group membership managed device trust rating old duplicates removal device name MAC address MSP (Managed Service Provider) Versions Marketing & Sales Customer Relationship Management (CRM) Enroll New Device New Ticket quick actions bar release notes security status activity status profile status Sales funnel Secure Internet Gateway application launch Two factor Time zone Language Lockout time Change Password tokens device enrollment User Groups Manage Profiles User List Management customer report customer assessment customers End-User forms auto response attachments time entry address support User Directory scripts Knowledgebase canned Banlist announcements Hostname mail delivery CommandLine Power Shell PowerShell interface File Explorer Commands Interface Remote devices Remote Tools Paranoid Mode Training Mode Custom Ruleset Safe Mode The charging flow edit contracts Charging Flowchart Global Asset Rates Charging Plans Contracts charges calculated Remove role Edit a role staff interface Exclusions data loss prevention (DLP) network discoveries ITarian Remote Access Tool Tarian Remote Access Tool inactive devices Device removal settings Portal Set-up Malware File Name Security Sub-System communication client UI settings Communication Client Tray remove a department ticket submission configure department synchronize department submit ticket distributing Bandwidths client updates device management Bandwidth conservation malware activity virus scope autoruns Proxy servers fallback flag Inactive discovered devices SNMP Apple Device Enrollment Program set up service explorer manually deploy Comodo EDR agent parent process multiple ticket selection selected tickets security events folder transfer discoveries network management remote folder TLS TLS1.2 pci dss pci compliance ITarian Portal Endpoint Manager vdi environment vdi clone environment instant clone documentation vendor notice security dashboard events resolution remote tool partner onboard unknown file hunter TLS Encryption procedure parameters pass profiles history performance metrics real time remote endpoints download browse service URL Security Components system Global Software Inventory 2 minutes Integrate intagrate Active Directory Portable Interception SSL enable reporting Rule Threat Protection Rule Advance spam Customize archived outgoing incoming administrator validate domains add Antispam type PCI data loss Location Network information start software session extensions appoinments resource connection computers Comodo Rescue Disk infected opportunity opportunities custom relationship management quote COMODO-CRM protect mac device email notifications registry COM Quarantined point system restore msi contained applications processes security client events Release date department registration particular os section Two Factor Authentication Login interface dashboard report generate Direct Download Link One drive Google drive HIPS mode cleanup automatic suspicious suspicious certificates shellcode injection detect Elevated Access system user access default charging groups move current malware list store push IP address ip installer acronis auto-remediation server machine icon Product Logos rebrand backup Device Control data Chromoting WebRTC ports Protocol skip offline manual time entries ticket assignee Help Guide Tour schedule Reschedule appointment unknown application protection Virtual Desktop Local Verdict server manage calculation cost configuration charging SD contract prepaid hours products classification inventory analyze Device list OS patches global search bar Tool bar Windows Defender Security Center file group white Citrix record SPF work billable time onsite email template template variables emails Gmail SMTP disable Add collaborators admin action Audit logs feature requests submit vote remotely Reset proxy swg secure web gateway dome error disk ticket detail page thread section tickets section internal notes Sub-help topic help topic features Application control white_list Patch Management child parent scheduled customized get to headers columns company restrict customer technician remote access list iOS devices field Reports iOS device APN Certificate MAC OS X options Linux block Comodo Client Communication (CCC) allow Comodo Client Security (CCS) network zones active component tray icon hide show packages additional install block port baseline installation package bulk implement restrict firewall endpoints security and communication global export virus import Database folders files define exclusions change staff admin rating check reassign assign permissions new role create for user of device enroll associated use how profile specific Removing Devices Uninstall windows profile Configuration templates latest version clients comodo file ratings monitoring custom All Devices Ratings Track widgets Agent valkyrie malware files Kill chain report automated establishing endpoint remote session Users prevent Android organization windows assets Mac OS billing identified threats Sort Closed inside Program executed containment service desk remote control Locally runs update scan antivirus SLA Business Hours control CCS Password access Client Auto Specific Device Response Application Third party Status View Logs intended devices alert fails Company Information Configure Verdict Patch Procedures Executable Comodo Internet Security ITSM Analysis Command Line Heuristic Filter Unrecognized Trusted File Rate Malicious Purge Calendar Device Exclusion USB Admin Panel Settings ticket Default system-wide Specific Path Details Monitor Multi Set Currency Connected Who Quick Actions Comparison Version Enterprise Managed Service Provider C1 Portal Remote management Comodo Remote Control ticket management staff panel assign tickets
More

How to close Service desk ticket with resolution

Release Time
09/22/2018
Download PDF
Views
7021 times
Categories
Service Desk
Tags

  • The resolution field of a ticket a ticket indicates its current status in your workflow. It is a communication of ticket progress rather than a definitive ticket status like 'Closed', 'Open' etc.
  • Example resolutions:
    • 'Resolved' - a fix has been found, implemented, and is ready to be tested.
    • 'Unresolved – a fix has not yet been found. Staff are currently working on the issue.
    • 'Won't fix' – there are no plans to fix this issue.
  • For example, a ticket status of 'Closed' means the issue resolution has been verified and no further action will be taken on the ticket.
  1. Staff can type a resolution status when they close, modify, reply, or post a note to a ticket.
  2. Admins can also set a default resolution status for tickets that are auto-closed because they are overdue.

 

Processes in brief:

1. Staff

  • Login to C1
  • Click ‘Applications’ > ‘Service Desk’ > 'Staff Panel'
  • Click ‘Tickets’ > 'Open' / 'My Tickets'
  • Select a ticket or tickets that you want to close
  • Click the 'Close' button
  • Type your resolution text in the confirmation dialog
    • Example messages - 'Resolved', 'Completed', 'Won't fix' etc

2. Admins

  • Login to C1, click 'Admin Panel' > 'Settings' > 'Tickets
  • Scroll to the 'Auto-close resolution' box
  • Type a default resolution status for tickets that are auto-closed because they are over-due
  • Click 'Save Changes'

In more detail

1. Staff

Resolve on close:

  • Open Comodo One > Click 'Applications' > 'Service Desk'
  • Click ‘Tickets’ > 'Open' / 'My Tickets'

  • Select a ticket or tickets that you want to close
  • Click the 'Close' button:

  • Type a resolution status in the confirmation dialog
    • Examples = 'Resolved', 'Complete', 'Not Resolved', 'Won't fix'.

  • Click 'Save'
  • Click 'Tickets' > 'Closed' to check the resolution:

Modify resolution status:

  • Click ‘Applications’ > Click ‘Applications’ > ‘Service Desk’
  • Click ‘Tickets’ > 'Open' / 'My Tickets'
  • Open the ticket whose resolution you want to modify
  • Click the 'Edit' button:

 

Set your reply as the resolution

  • Click ‘Tickets’ > 'Open' / 'My Tickets'
  • Open the ticket whose resolution you want to set
  • Click the 'Post Reply' tab.
  • Type your reply in the 'Response' field.
  • Enable 'Set Reply as Resolution'.
    • Whatever you type as the response will become the stated 'Resolution' of the ticket. Obviously, this works best if the response is short. For example, 'Closed', 'Resolved' etc.

Set reply as resolution while posting an internal note

  • Click ‘Tickets’ > 'Open' / 'My Tickets'
  • Open the ticket whose resolution you want to set
  • Click the 'Post Internal Note' tab
  • Type your message in the 'Internal Note' field.
  • Enable 'Set Reply as Resolution'.
    • Whatever you type for the note will become the stated 'Resolution' of the ticket. Obviously, this works best if the note is short. For example, 'Closed', 'Resolved' etc.

2. Admins

Set auto-close ticket with resolution

  • Click 'Admin Panel' > 'Settings' > 'Tickets
  • Scroll down to the 'Auto-close Overdue tickets Timeout' field
  • Enter the number of hours after due-date that Service Desk should wait before auto-closing  tickets.
    • Tip. '0' = No auto-close. Overdue tickets will remain open until manually closed
  • If you entered a time > 0, type a default resolution status for auto-closed tickets
  • Click 'Save Changes'
  • The setting above will apply to all tickets which are auto-closed.

 

 

CLOUD BASED IT MANAGEMENT SOFTWARE FOR
MSPs and ENTERPRISE

Remote Monitoring and Management | Service Desk | Patch Management

Now Add Up To 50 Devices for Free

GET STARTED No Thanks