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Sarah Nielsen
Introducing "The Guide" to the Service Portal!   This really awesome guide to the Service Portal is intended to be used to educate your end users or anyone who will be living on the Samanage Service Portal!   This Service Portal guide provides a basic introduction to the Samanage Service Portal! The Guide to the Service Portal will enable end…
in Resources & Best Practices
Yum Darling
We recently announced the general availability of our newest integration with JIRA (Now Available: Enhanced JIRA Integration ).  The following is created to assist you in setting up your integration. In order to set up your integration with JIRA simply follow the steps below which will guide you through the integration wizard. We have also created…
in Resources & Best Practices
Yum Darling
This functionality lets you build dependent dropdowns that can lead to all different variable types. This will allow you to be more flexible by giving you the ability to have a dropdown lead to another dropdown, a free text box, a checkbox, or whichever variable best fit your needs.   Here’s a use case where a dependent dropdown leads to another…
in Resources & Best Practices
Yum Darling
Samanage is excited to announce an enhancement that suggests solutions to your agents. By analyzing the contents of your tickets, Samanage now provides the right resources to your internal service providers in real time.   This feature helps boost efficiency by:   Equipping your agents with easy access to the resources that allow them to resolve…
in Resources & Best Practices
Joseph Brown
When you are ready to start deploying the Samanage agent to your machines, there are a few deployment options for you to choose from.   First is a local install. For this option you will need to select your desired operating system.  Our agent will work with Windows and macOS machines.  Once you make your selection, follow the steps associated…
in Resources & Best Practices
Joseph Brown
Please follow the steps below to successfully import a CSV file.     This is an example of a CSV file. Please note the following requirements:   The CSV file needs to have headers; three of them need to map over to the fields required, which are title, requester, and priority. You can map over additional fields that are part of the standard…
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
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…
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