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 itarian 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

How to create an automated alert ticket in Service desk using ‘Monitoring’

Release Time
1216 times

  • Monitors track events on a managed endpoint and take specific actions if their conditions are met.  For example, you could create a monitor to alert you if disk space on a device falls below 10%.
  • You can also configure a monitor to create a Service Desk ticket if its condition are met.
  • You add the monitor to a profile. The profile is, in-turn, deployed to devices to implement the monitor.
  • This tutorial will take you through the following:
    • Create an alert template which generates Service Desk tickets
    • Create your monitor and apply the alert template
    • Add the monitor to a profile


Create an alert template

  • Login to ITarian
  • Click 'Applications' > 'Endpoint Manager'
  • Click 'Configuration Templates' > 'Alerts'
    • The 'Alerts' interface shows all existing alert templates. These templates contain the responses you want taken if the conditions of a monitor are met.
    • You can apply the same alert template to several monitors, or create different templates for different monitors as required.
  • Click 'Create Alert':

  • Type a name and description for your alert then click 'Create':

  • After saving, you will be taken to the alert configuration screen:

  • Click the 'Alert Settings' tab

  • Click 'Edit' and configure the following settings:
    • Enable “Create alert tickets on the Service Desk''
      • 'Append to an original ticket if...' - If enabled, the monitoring breach data will be added to an existing ticket if one already exists for the breach. If unselected, a new ticket is created for each breach.
      • 'Automatically close the ticket if the metrics...' - If enabled, the ticket is closed if/when the monitored conditions return to normal.
      • 'Open the tickets under' - Select the department to which the ticket should be assigned.
      • 'Open the tickets with priority' - Select the ticket severity level from normal, high or critical. The severity level depends on the importance you place on the monitored condition.
  • Configure other alert settings as required, including extra recipients and additional data you want to include in the ticket.
  • Click 'Save'. The new alert template will be listed in the alerts interface. You can now apply this template to your monitor.


Configure your monitor:

  • Click 'Configuration Templates' > 'Monitors'

  • Click 'Create Monitor'

  • Enter a label and description and specify where to save the new monitor. You can create new sub-folders under 'My Monitors' if required.
  • Click 'Create'.
  • You will be taken to the monitor configuration screen:

  • Click the 'Conditions' tab
  • Choose the event type that you want to monitor:

  • Configure the conditions of the monitor. The example below shows the configuration screen for the  disk space monitor:

  • Click 'Save'.
  • The custom monitor will be added to the list of monitors under the 'Monitors' tab.
  • The monitor can now be added to a profile which is deployed to your devices.

More details on monitors and alerts can be found at https://help.comodo.com/topic-399-1-786-12967-Create-Monitors-and-Add-them-to-Profiles.html

Add the monitor to a profile

  • Click 'Configuration Templates' > 'Profiles'
  • Open the Windows profile you want to configure
  • Click 'Add Profile Section' > 'Monitors'
  • Click the 'Add Monitor' button

  • Type the name of the monitor you just created in the field provided:

  • Click 'OK' to save your settings
  • The monitor will be listed in the 'Monitors' tab of the profile:

  • The monitor will be applied to whichever endpoints are targeted by your profile on next sync.