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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…
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Yum Darling
This document shows 101 ways to use the Samanage Service Catalog throughout your organization (for more than just IT!)
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…
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Chris Greer samanageglobal
To uninstall the old Samanage agent using Jamf Pro (Casper), a couple of things must be in place in order to do so.  The Samanage Agent must be a .DMG (either built in Composer or your builder of choice) The Samanage Agent must be Indexed in Casper Admin After indexing (or if you indexed the agent previously), Double click on the agent in…
in Resources & Best Practices
Brendan Cooper
Suggesting categories and subcategories is a simple addition to your service desk that can make a big impact on your entire organization. An organization’s ticket categorization strategy tends to be the backbone of their service desk. They provide an easier means to route tickets to the proper teams and view the trends that are impacting your…
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Joseph Brown
The Service Catalog is an engine that allows you to automate your requests, tasks, approvals and business processes. Utilizing the catalog effectively can save your team time spent tracking down details and requesting information in an easy to enter form. The catalog can be used for a wide range of services from typical IT use cases like hardware…
in Resources & Best Practices
Joseph Brown
This question comes up often so I thought I'd answered it here for everyone:   Broken: If an asset is broken and is still part of your tracked inventory, use this status.   Disposed: If an asset is disposed and you no longer want to track it in inventory, use this status. NOTE: This is the recommended option over deleting assets to keep the…
in Resources & Best Practices
Joseph Brown
In Samanage, you will be inputting a lot of data so it is important that you are able to retrieve that data when needed. This can be done in a number of different ways but in this section we will look at our graphical reporting features. Simply start by selecting one of the standard reports found in the column on the left side of the page.  These…
in Resources & Best Practices
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