Questions from a new user :)

[abey]

Greetings, I am new to the system and trying to implement it within our company.
I have a couple of questions that I am sure some of you might be passed by before due to your experience.

* Is it available to have prime users within organizations who can see any ticket submitted ticket from this organization.
* Is there any way to apply First Response SLA ?
* Is there a way to modify the tickets' status field to include more statuses other than open and closed?
* Is there a way to make the Knowledgebase viewable to end users?

[Raymond Co]

Hi abey

* Is it available to have prime users within organizations who can see any ticket submitted ticket from this organization.
- you can manage the role of a user to determine which company they can view or modify. Kindly check https://help.comodo.com/topic-399-1-...for-Users.html

* Is there any way to apply First Response SLA ?
- for Service Level Agreement (SLA) plans kindly check on this help link: https://help.comodo.com/topic-289-1-...nts-(SLA).html

* Is there a way to modify the tickets' status field to include more statuses other than open and closed?
- creating more ticket status options (e.g. Waiting on User, Call with 3rd Party, etc.) is currently on our road-map

* Is there a way to make the Knowledgebase viewable to end users?
- the knowledgebase feature can be 'Public' and 'Internal'. Kindly check: https://help.comodo.com/topic-289-1-...ledgebase.html

[melih]

We want you to be able to do anything and everything you want. If there is something the current system is not able to do, please let us know, we will develop it for you as soon as possible!

[abey]

Thanks, Raymond Co and melih
One more thing yes, we are adding multiple fields in the built-in form (Ticket Details), however, it seems not visible on any extracted reports, any workaround for that?

[Jimmy]

abey ,

We have consulted our Product Development Team if a workaround is possible. We'll make sure to notify you of their feedback.

[Ilker]

Thanks, Raymond Co and melih
One more thing yes, we are adding multiple fields in the built-in form (Ticket Details), however, it seems not visible on any extracted reports, any workaround for that?

Hi abey

You can "Ticket Report" and use the option to "Export all pages with custom columns". It should do the job for you.

https://help.comodo.com/topic-289-1-...s-Reports.html

Ilker

[abey]

Ilker Jimmy

Thanks for your support.


we have some other couple of questions:

* Is it doable that end users can reply on tickets via their registered emails ?
* Is there any help that we can understand the stages inside the categories and how it works ?
* Is there any dependent Fields that we can add within a Form ?
* Is it doable that end user can copy someone in a ticket ?
* Is there a way to make Sub Category different levels (1,2 ,3 ... etc.) mandatory to submit a ticket like the Parent Category?

[Ebram Helmy]

Hello Ilker and Jimmy

Adding one more question to abey's questions:

*Is it doable to use a rule in the ticket filter, filtering by a field in a custom form?

[Amy C]

Hi abey ,

* Is it doable that end users can reply on tickets via their registered emails ?
Yes, you can reply on tickets using your registered email same thing that you can create a ticket by sending us an email.

* Is there any help that we can understand the stages inside the categories and how it works ?
Kindly refer to this help guide to know more about service desk module: https://help.comodo.com/topic-289-1-...sk-Module.html

*Is there any dependent Fields that we can add within a Form ?
Yes. There are several field types in custom forms and custom lists. One of the Field types is 'Choices' which displays a drop-down for the user to choose an option. The options to be shown are to be configured from the 'Forms' interface.

Example:
Field Label = Mode of Service
Options = Site Visit, Remote Access

'Choices' is an alternative to ' Custom Lists'. Choices can be used to create an ad-hc drop-down for a form, rather than creating a custom list under the 'Lists' interface and choosing it for the field in a custom form.

*Is it doable that end user can copy someone in a ticket ?
Yes, there is a 'CC' field and you can also add collaborators in a ticket.

* Is there a way to make Sub Category different levels (1,2 ,3 ... etc.) mandatory to submit a ticket like the Parent Category?
This suggestion is already in the works. Support team will get in touch with you shortly via email for this request.

[Raymond Co]

Hi Ebram Helmy, kindly see help link for Ticket Filters: https://help.comodo.com/topic-289-1-...t-Filters.html

[Ebram Helmy]

Thanks Amy C and Raymond Co for your support,

*Is it doable that end user can copy someone in a ticket?
I believe this is only for Staff, is there any way for the end user, not the staff to add "CC" while he is opening a ticket or through a reply?

[Raymond Co]

Hi Ebram Helmy, tickets created by end-points, thru CCC, will be directed to Service Desk and to added collaborators pre-determined by staff/admin.This feature is already included on the road-map.

[Ebram Helmy]

Hello Raymond Co ,

*Is there any way to make the Grace Period in the SLA plans less than an Hour or we can adjust it by minutes, as sometimes we will need to have SLA Plans of (20 or 30 minutes).
*For the ticket filters, I've reviewed the Guide in the link mentioned above and didn't find any filters by a field in a custom form, is there any workaround for this?

[Jimmy]

Ebram Helmy ,

Our Product Developers are currently devising a way to reduce SLAs minutes time interval, currently under our long-term roadmap time-line. For the ticket filters, as of current. we do not have a workaround.

[Ebram Helmy]

Hello Jimmy
Is there any way to have different business hours for different departments?