Skip navigation
All Places >

Resources & Best Practices

Log in to follow, share, and participate in this community. Not a member? Join Now!

Recent Activity

Joseph Brown
Install Instructions: 1. Download the Samanage Mac OS/X Agent package 2. Double click to mount and open the volume if it's not mounted automatically (volume name is "Samanage Agent install") 3. Double click on the Samanage Agent install icon to launch the installer 4. Follow the on-screen instructions.     5. Installation will complete…
in Resources & Best Practices
Joseph Brown
Resolution codes are something that we all don't really think about when it comes to working a ticket. When you are done working a ticket you want to close it as fast as possible. I get it, I am the same way but we can't forget about resolution codes. So what are resolution codes and why are they important? Let me break it down for you!   First,…
in Resources & Best Practices
Ramon Geertjens
Custom domain names allow you to set a more familiar or organization-specific URL for your Samanage instance self-service portal, for example, support.yourcompany.com. By default, when you use Samanage we will create a personalized domain name for you at yourcompany.samanage.com. In order to use one or more custom domain names, it is important to…
in Resources & Best Practices
Josh Mills
Samanage Status Page     The Samanage status page is our "megaphone" to customers about the status of the application. If you believe there may be a system-wide issue, this is the quickest and easiest way to check and see what may be going on.   You can also use the status page to check the history of the app's status (downtime /…
in Resources & Best Practices
Yum Darling
Huge thank you to Richard Wills for sharing:   "I wanted to share the Windows network logon method I used to remove the old Samanage Agent and install the new agent.   Hope this helps some of you....   REM === NEW Agent already deployed on the computer? if exist "C:\Program Files\Samanage Agent\agent\src\mini_kernel\service.*" goto END if exist…
in Resources & Best Practices
Sarah Nielsen
Jolan'tru (Hello and Welcome)   One of the most common questions that I receive during implementation is, “What is the difference between an Incident and a Service Request?” While most people are familiar with Incidents, they may not understand the realm of the Service Catalog. If the Service Catalog has you exploring a strange new world, we’re…
in Resources & Best Practices
Yum Darling
About this webinar Register here! Building a strong foundation is a great way to begin any endeavor - change management is no different. Earlier this year, we covered change management according to ITIL. Now, we take a step back to cover change management from a less technical perspective.  Join Britt Layman, Customer Success Manager at Samanage,…
in Resources & Best Practices
Jason Yeary
  How do we properly set priorities on our incidents? What does Critical really mean? Should the user have the ability to set these or should we as the support team be responsible for doing that? These are questions facing many customers today and there is no clear answer for them. However, we're here to help you make some sense of it all.  …
in Resources & Best Practices
6407570
Samanage currently limits the size of a single attachment to 10mb.  This limit applies both to files submitted via email to incidents and files uploaded via either the self service portal or application interface.   There is currently no limit on the number of files that can be attached to one object.
in Resources & Best Practices
Sarah Nielsen
Wondering how Incident Routing works in Samanage? Let's get some answers for you.    What is Incident Routing?   Incident Routing is beneficial to your Service Desk because it allows automatic assignment of the incidents that are sent to Samanage. This automatic assignment saves you time and ensures that your incidents are visible to the correct…
in Resources & Best Practices
Load more items