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  • Questions / Suggested Improvements / Broken Features

    SD= Service Desk related
    ITSM= ITSM related


    1. (SD) Emailed Tickets Priority

    Staff Panel -> Settings -> Emails -> Emailed Tickets Priority
    Would love to know how this works as the majority of our tickets are created via email, which means we cannot set a prerequisite priority level for users to select (unless they are created via the portal).Click image for larger version

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    2. (SD) Help Topics vs Custom Lists


    If we were to create categories and sub categories for users to select whilst creating a ticket, is this best done by using custom lists or help topics?

    We want to understand when and how to use help topics vs using a custom list. Obviously, we want it so that we can create meaningful data and generate reports based on the category of tickets and possibly introduce category specific filters. This is the category & sub category structure we want to use:

    Software
    General Issue
    Email Issue
    Access / Permissions
    Purchase request
    Hardware
    General Issue
    Purchase request
    Security
    Suspicious Email
    Suspicious Pop-Up
    Lost/Stolen Computer
    3. (SD) Two SLA times

    Currently, we have configured a notification to alert the team member assigned to the ticket when it overdue, and has passed the SLA time for ticket closure. We want to see if we can create a trigger to do the same, but when the SLA time for first response time has passed. First response: replies to the customer or any other action that can be recognised by the customer so that they know the ticket is being looked at. We want this to run alongside the original SLA.

    SLA (First Response): 6 hours
    = *Sends notification email to admin/department email after 6 hours if ticket is unassigned or customer has received no response*
    SLA (Ticket Close): 48 hours
    = *Sends notification email after 48 hours to assignee if ticket is not closed*

    Having the option for continued notifications is a plus. e.g. Configure a notification email to be sent every 30 minutes until there the ticket has been assigned/customer received a response.

    4. (SD) Email Replies & Canned Responses

    • Ability to shorthand the link to customer tickets (currently works on some email templates but not others):
    • Click image for larger version

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    • There is no email template to notify that a ticket has been closed. There is one to notify the internal dep/assignee, but not the customer. I would strongly suggest implementing this, as the only work around we have now is to have a canned response configured. It would also be extremely convenient to include (or allow us to include if we choose) an option for the user to re-open the ticket via a link if they aren't satisfied with the solution or if the closure was a mistake.
    5. (SD) Customising ticket view

    Is there any way to customise the view of what is shown when a ticket is opened? The below image is an example of what is shown currently (everything). It is a bit of an overload of information, many of which isn't relevant. Is it possible to automatically remove empty sections (device name, phone, org as shown below)?

    Even the option to show a select few important sections e.g. (status, assignee, user, SLA plan). Then to view more info, have the option to expand the section.

    Click image for larger version

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    6. (SD) Public accounts in Service Desk portal

    Public account creation in the service desk portal is too lenient and poses a security threat, however manually requiring us to send a link to each customer that requires portal access is too time consuming. Is it possible to have both security & usability by allowing only users with whitelisted domains to create service desk accounts in the public portal?

    If not, is there another way to do something similar without compromising on either security or usability?

    7. (SD)(ITSM) Reporting Functionality

    I have found much of the reporting functionality within the service desk to be broken. We are unable to create meaningful reports even with all the data we have within C1. We want to create monthly reports to send to clients, this means it is critical all reporting functionality can be filtered by organisation which is not currently the case.
    • The advanced ticket search function is unable to find tickets generated by users. It will show them in 'all' (alongside irrelevant auto generated tickets) but will display no results if 'user generated' is ticked.
    • Neither the 'Audit' nor 'Compliance' (or any other dashboard other than the basic one on the homepage) can be filtered by organisation, rendering them useless for anything other than internal reports. Unless you implement the option to filter by organisations, all these dashboards will be rendered useless for client reporting and only ever be used for internal reporting.
    • Unable to export to .pdf/.csv more than 1 page at a time when issuing ticket reports. (see image, 13 pages available to view, but if I export the data it will only show page 1):
      Click image for larger version

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    • No option to filter out automated tickets when issuing ticket reports (Recommended performance monitoring). Also no ability to have multiple/advanced selections (e.g. tickets by agent A & B or tickets by all sources except x, etc.)
    8. (SD) Alerts - Performance Monitoring

    • Include the ability to customise the name of the ticket when it is automatically created. Having rows of automated performance tickets that are all unrelated but share the same name can be very frustrating to sort through:
      Click image for larger version

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  • #2
    Hi campbell ,

    1. (SD Emailed Tickets Priority Answer.

    It is mainly related to ticket filtering that you can set a rules which implement specific actions on tickets if certain criteria are met. Here is the help guide for more details: https://help.comodo.com/topic-289-1-...t-Filters.html

    2. (SD) Help Topics vs Custom List Answer.

    I'm not sure what are you trying to imply when you said "is this done by using custom lists or help topics" . List option under Manage is a way for you to add another category to your ticket as a sub-category for Help Topics. Here is my example.

    Below is a screenshot for a normal Help Topics: Report a Problem ticket

    Click image for larger version  Name:	Default Ticket.JPG Views:	1 Size:	57.8 KB ID:	14739


    then to customize the ticket and add another categories, I need to "Add New Custom List". Refer to this guide: https://help.comodo.com/topic-289-1-...tom-Lists.html

    Click image for larger version  Name:	List.JPG Views:	1 Size:	35.5 KB ID:	14740

    After creating a Custom List. I need to "Add New Custom Form". Refer to this guide: https://help.comodo.com/topic-289-1-625-7872-Forms.html

    Click image for larger version  Name:	Forms.JPG Views:	1 Size:	70.0 KB ID:	14741


    Next step is add the custom form to the "Report a Problem" Help Topics.

    Click image for larger version  Name:	Custom form.JPG Views:	1 Size:	69.1 KB ID:	14742

    and result would be like this.

    Click image for larger version  Name:	Customized Ticket.JPG Views:	1 Size:	74.3 KB ID:	14743



    3. (SD) Two SLA times Answer.

    We have already an ongoing feature request similar to spiceworks. Here are the details: https://community.spiceworks.com/help/Ticket_Rules . Let us know if this suite your interest so that we can add you from the loop and you will be updated once the feature is already rolled out

    4. (SD) Email Replies & Canned Responses Answer:

    * Can you try placing the code %{recipient.ticket_link} to the URL to shorthand the link


    * Receiving an email if a ticket is closed and capable of reopening a ticket should be part of the feature request.

    5. (SD) Customising ticket view Answer.

    We will have this as a feature request. We will update you once this feature is already on the roadmap

    6. (SD) Public accounts in Service Desk portal Answer.

    We already added you this loop. You will be updated for this feature request.

    7. (SD)(ITSM) Reporting Functionality Answer.

    I apologize but I couldn't replicate your issue. Are you pertaining to Tickets under Reports? Can you send us the screenshots on how you generate the report to C1-support@comodo.com

    8. (SD) Alerts - Performance Monitoring

    We will forward your request to our developer and update once the feature is already rolled out.

    Regards,

    Damon
    Last edited by Damon C; 08-02-2017, 06:32 AM.

    Comment


    • #3
      I also have issues with reporting, has never really worked right, I also feel that is rather important.

      Comment


      • #4
        Hello BOSS ,

        Originally posted by BOSS View Post
        I also have issues with reporting, has never really worked right, I also feel that is rather important.
        We want to investigate this issue. Support team will get in touch with you shortly.
        Thank you for your patience and understanding on this matter.

        Kind Regards,
        Jay.
        Jay
        ITarian Staff

        Comment


        • #5
          1. (SD) Emailed Tickets Priority

          “Choose whether you would like the priority/importance option of the user’s email (Outlook) to dictate the new tickets priority.”
          I understand what the above means, and how it can be applied (we already use ticket filters). I’m just asking how the priority level is dictated by the email client. How does it determine what incoming email in low vs high priority?

          2. (SD) Help Topics vs Custom Lists

          Thank you, this answers my question. Is it possible to customize and re-name “Help Topic” to something else? i.e. “Category” or “Support Category”.

          3. (SD) Two SLA times

          Thank you, please keep me in the loop with all features not yet implemented. Until this is implemented, is there any work around for configuring notification emails to emulate two SLA’s?

          4. (SD) Email Replies & Canned Responses

          “Try placing the code %{recipient.ticket_link} to the URL to shorthand the link”
          This has only added the recipient’s name to the hyperlink, leading nowhere (see image of email).
          Click image for larger version

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          “Receiving an email if a ticket is closed and capable of reopening a ticket should be part of the feature request.”
          Please keep me in the loop with all features not yet implemented.

          7. (SD)(ITSM) Reporting Functionality Answer.

          The advanced ticket search function is unable to find tickets generated by users. It will show them in 'all' (alongside irrelevant auto generated tickets) but will display no results if 'user generated' is ticked.
          What I mean by this that the “generated by” filter on “Advanced Ticket Search” does not work. If I only change “generated by” filter and nothing else, it returns no results. While if I select “All” on “user generated” It returns with 180 results (all tickets in system).

          Click image for larger version

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          Click image for larger version

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          Neither the 'Audit' nor 'Compliance' (or any other dashboard other than the basic one on the homepage) can be filtered by organisation, rendering them useless for anything other than internal reports. Unless you implement the option to filter by organisations, all these dashboards will be rendered useless for client reporting and only ever be used for internal reporting.
          I am referring to this:
          Click image for larger version

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          Unable to export to .pdf/.csv more than 1 page at a time when issuing ticket reports.
          (see image. 13 pages available to view, but if I export the data it will only show page 1).
          “Are you pertaining to Tickets under Reports?”
          Yes I am, exactly as shown in the image. All I am doing to generate a report is selecting a date range of around 1 month, then clicking on both export to csv and export to pdf. Both exports only grab data on tickets listed on page 1 (when in fact one month of results should be 13 pages) as also indicated on the image.

          Click image for larger version

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          No option to filter out automated tickets when issuing ticket reports (Recommended performance monitoring). Also no ability to have multiple/advanced selections (e.g. tickets by agent A & B or tickets by all sources except x, etc.)
          Similar to the advance ticket search function, though as mentioned above this is also broken).

          -----------------------------------------------------------------------------------------------------------------------------------------------------------------


          I also have issues with reporting, has never really worked right, I also feel that is rather important.
          Yes, everything in section 7 is top priority for us, and the most important in the list I've provided. It is standard practice for us to create monthly reports for our clients, I would assume most other MSP's do the same. Gathering the data required for these monthly reports is extremely tedious at the moment, and with some of the above features missing, impossible. Adding just these few extra search filters and fixes will improve functionality and usability of the current reporting system exponentially.

          Comment


          • #6
            1. (SD) Emailed Tickets Priority Answer.

            If you are already using ticket filters, the priority level will depend on the execution order of your filter and what is the target channel.

            Click image for larger version

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            2. (SD) Help Topics vs Custom Lists Answer.

            For now, You can't change or rename the Title "Help Topic" from the service desk. Can you tell us why you want to customize the Help Topic? If you can share us your good insight maybe we can ask our developer for future request.

            3. (SD) Two SLA times Answer.

            Yes, We already added you and will receive an update for any development.

            4. (SD) Email Replies & Canned Responses Answer.

            I'm not sure what's your settings but its working for me. I placed the code %{recipient.ticket_link} from the URL
            Click image for larger version

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            then when I raised and received a ticket confirmation, it jump me straight to the customer portal without signing in when I click the ticket number

            Click image for larger version

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            7. (SD)(ITSM) Reporting Functionality Answer.

            I've created a ticket for the "Advance Ticket Search" via "User Generated", we will update you on this issue. I have added you to feature request of aggregated ticket report to be exported not just the current page as CSV and I've created a feature request for ability to filter out for an automated tickets.

            Regards,

            Damon

            Comment


            • #7
              Damon C Is there any way to remove remove or change the built-in 'description' form? This form is shown by default on the customers service desk portal when creating a ticket, regardless of help topic chosen, the 'description' form will always be shown.

              Comment


              • #8
                Hi campbell ,

                If you want to remove the "description" completely based from the screenshot, just click the link and delete the word description from the "Title" box and press space bar so that it will be replace with an empty space

                Click image for larger version

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                and the result will be like this

                Click image for larger version

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                but let me provide a precaution from this steps. Once you replace that with an empty space the link that would grant you to edit the "BUILT-IN FORMS" for the ticket details will be completely gone and it might be inconvenient for you in a future in case you decided to get it back. For now, we don't have yet a way to put it back or reset the setting from the default.

                Regards,

                Damon

                Comment


                • #9
                  Hi Damon C this won't remove all the lists included on the 'description' form though will it? See attached.

                  I have also come across a bug (unrelated) whereby if there is a current timer running on a ticket, and you respond to that ticket, the timer will reset.

                  Comment


                  • #10
                    Hi campbell ,

                    I'm sorry I thought you just simply want to hide/remove the word "Description" from the ticket portal of the customer that's why I gave the steps but completely removing the functions of ticket details from the "BUILT-IN FORM" from Service Desk is not possible. About the current timer will reset after you respond to the ticket, it is normal since we are speaking of billable time from the ticket. The 'Billable time and cost' of the ticket provides information on total billable time spent on individual tasks, sub tasks and tickets. Please refer to this guide: https://help.comodo.com/topic-289-1-...-and-Cost.html

                    Click image for larger version

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                    Regards,

                    Damon

                    Comment


                    • campbell
                      campbell commented
                      Editing a comment
                      Damon C Are there any plans to include this functionality? There are some fields which we simply do not need in the in-build forms. Having full customisation over the fields in the portal is important for us, and I'd say many others. I don't see why it would ever be intended to have compulsory fields.

                  • #11
                    Hi campbell ,

                    I agree with you, customizing ticket details is already on the roadmap for Service Desk. Most probably it will be by next year but we dont have any definte date yet. I'm sure you will be updated once the feature is already rolled out.

                    Regards,

                    Damon

                    Comment


                    • #12
                      Are there any plans to integrate the CRM asset register with the ITSM device list? Assets (especially desktops) will inevitably end up in the device list. Being able to link the asset page with the ITSM summary page of the device would be very helpful to quickly see when the device was purchased + other details.

                      Comment


                      • #13
                        Hi campbell ,


                        Import ITSM device info into CRM>Assets is already on the roadmap. We have added you to the loop.

                        Regards,

                        Damon

                        Comment


                        • #14
                          Any update on this? Currently, the CRM requires manual import or entry? One would think CRM would automatically populate/sync with the devices already in the Devices list.

                          Comment


                          • #15
                            Hi amcssit
                            Having the 'key data' of both the Endpoint Manager (EM) and the CRM in one central repository is a feature request that is already in the product roadmap's long-term implementation timeline. We will loop you in to the existing feature request so that we can inform you of any important updates from the development team.

                            Comment

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