Samanage is excited to announce an enhancement that lets you pair Solutions Articles with your Categories and Subcategories. This enhancement will be available to both technicians and requesters, allowing all users to quickly locate the correct Solution to meet their needs. Now technicians can close more incidents faster, while requesters can quickly locate the right solutions before needing to open a ticket.
We will be releasing this enhancement in two phases. In phase one - which is now available - we will open this functionality up to your technicians. They will be able to update these fields in the Solutions section of the application. This will give them better filtering criteria in the Solutions section and make it easier to search for solutions when inserting or attaching one to an incident.
In the second phase, we will be releasing this functionality to the Service Portal, making this data accessible for requesters. The second phase will be released in parallel with a related enhancement that brings Filtering Capabilities to the Service Portal, designed to make it easier for requesters to locate solutions.
Through this phased approach, your teams can take the necessary time to populate Categories and Subcategories on your Solutions so that your requesters will have better filtering criteria when this is live on the Service Portal.
The second phase is scheduled for release the week of September 17th, 2017. Please contact your Customer Success Manager for additional assistance and support during this transitional process.
As we continue to improve Samanage, we appreciate your feedback. Let us know what you think about this enhancement!
Your Samanage Team