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

How to modify global ticket settings, time entry and attachments

Release Time
3698 times

Click 'Admin Panel' > 'Settings' > 'Tickets'

  • Global ticket settings let you define default settings for tickets submitted to your organization.
  • These settings apply to all tickets unless superseded by a department or ticket category setting.

Use the links below for more help:

Global ticket settings

  • Login to ITarian
  • Click 'Applications' > 'Service Desk'
  • Open the admin panel (see the last link on the left)
  • Click 'Settings' > 'Tickets'


The interface has four areas:

System-wide default ticket settings and options


  • Ticket IDs: Select whether ticket numbers are sequential (consecutive) or randomly generated.
  • Default SLA: Choose the service level agreement (SLA) that applies to tickets IF no custom SLA applies. You can apply a custom SLA to a ticket category, multi-stage ticket, or department. The SLA determines how long a ticket can remain open before it is overdue.
  • Default Priority: Choose the default severity level for tickets that have not been assigned a priority level by the department or ticket category. For example, ‘Low’, ‘Normal’, ‘High’ or ‘Critical’. See ticket priorities if you need general advice on priority levels.
  • Default Asset Type: Assets are the type of item that the ticket concerns. For example, ‘workstation’, ‘printer’, ‘router’ etc. You can manage assets and specify asset rates at at ‘Admin Panel’ > ‘Manage’ > ‘Assets’. Choose the default asset for new tickets. The user can change the asset type when creating a new ticket.
  • Default Category: The help topic that is assigned to a new ticket if the user does not select a category.
    • See this wiki to read more about ticket categories.
  • Maximum Open Tickets: The highest number of tickets that a user is allowed to have open at once. Once the maximum is reached, users cannot create new tickets until an existing ticket is closed. Enter '0' for unlimited open tickets.
  • Agent Collision Avoidance Duration: Enter the maximum length of time an agent (staff member) is allowed to lock a ticket. Other staff cannot edit locked tickets. Enter '0' to disable the ability to lock tickets.
  • Human Verification: If selected, a CAPTCHA is shown on your support portal for the user to complete. This verify that the ticket is created by a human and not a bot.
  • Claim on Response: If enabled, new tickets are auto-assigned to the agent that first responds to it. Note - reopened tickets are always assigned to the most recent respondent.
  • Assigned Tickets: If enabled,  tickets that are assigned to staff members are hidden in 'Open' tickets.
  • Answered Tickets: If enabled, tickets with staff responses are placed in the 'Answered' tickets queue. If disabled, they are shown in the 'Open' tickets queue.
  • Staff Identity Masking: If enabled, the ticket does not include the name of staff who work on the ticket.
  • Enable HTML Ticket Thread: HTML lets users and staff use different fonts, colors and even images in their messages. The thread uses plain text if you don’t enable this option.
  • Allow Client Updates: If enabled, users can use the web portal to update their ticket.
  • Auto-close Overdue Tickets Timeout: The number of hours that overdue tickets are kept open after their due-date. Overdue tickets are auto-closed after this grace period expires. Enter '0' to disable this feature, so overdue tickets are never auto-closed.
  • Auto-close resolution: Type a message that explains the ticket was automatically closed because it was overdue.
    • This message is shown in the ticket thread and in the ticket details screen.

Time Settings (global)


Charge Interval: The minimum number of minutes that can be added to billable time on a ticket. Fractions of this unit are always rounded up.

  • For example, if you enter ‘1’ and staff work on a ticket for 17 minutes and 34 seconds, then the system records 18 minutes.  If you enter ‘10’ and staff work on a ticket for 14 minutes and 16 seconds, then the system records 20 minutes.
  • Note – Charge interval is only relevant IF you enable ‘Round each billable time separately’. It has no effect if you enable ‘Calculate billable time without rounding’ instead.

Time for threads:  Enable a time-counter which starts/resumes when staff work on a ticket. The timer starts when staff open the ticket and stops when they close the session. Staff can manually pause and resume the counter.

Manual time entry: Allow staff to add time to the ticket. This can be used to record ‘away-from-system’ work when the staff member did not have the ticket open. For example, on-site visits, etc.

Manual time entry by other staff: Allow staff other than the person to whom the ticket is assigned to add their time spent to a ticket.

Round billable time:

  • Calculate billable time without rounding – Billable time is a simple total of all time spent on a ticket, including seconds. For example, if a ticket has three work-sessions which last 17:34, 3:25 and 1:45 respectively, then the total is 22 minutes and 44 seconds.
  • Round each billable time separately – Service Desk rounds-up the time spent in each session to the unit in the ‘Charge Interval’ box. Each session is rounded up before the total is calculated. Total billable time is the sum of all individual sessions.

    For example, if your change interval is ‘1’, and a ticket has three work-sessions which last 17:34, 3:25 and 1:45 respectively, then the total is 24 minutes (18m + 4m + 2m).



  • Allow Attachments: Users and staff are permitted to upload attachments to tickets.
  • Emailed/API Attachments: Choose whether users can attach files to email tickets or tickets created over API.
    • Service Desk can automatically create tickets from emails sent to your support email address. See this wiki for help to do this. 
  • Online/Web Attachments: Choose whether users can attach files to tickets that they created in your online portal.
  • Max. User File Uploads: Set the max. a number of files a user can to attach to a ticket.
  • Max. Staff File Uploads: Set the max. a number of files a staff member can attach to a ticket.
  • Maximum File Size: Set the upper size limit of individual attachments.
  • Ticket Response Files: If enabled, any attachments that staff add to a ticket response are included in the email to the user.

Accepted File Types


  • Specify which types of file your users are allowed to add as attachments. Each extension should be separated by a comma.

Click the 'Save Changes' for your settings to take effect.

Further reading:

Manage ticket categories

Configure ticket filters

Setup your support email address

Update your company profile and customize your support portal

View and take actions on a ticket