Suppose you have several departments that are submitting tickets to your helpdesk. You want to route the tickets to different people or groups. You also need to make sure that the people handling Facilities tickets don’t have access to the HR tickets (and vice-versa). You can use queues and roles to partition your Samanage service-desk for…
We know it can be tedious to individually update custom fields across the Samanage app, so to make your life easier we’ve just added the ability to do a mass update of custom fields.
See below for how to do this in service desk Incidents.
Assuming you have defined a few custom fields, you will…
It’s great to get feedback about how you’ve handled incidents, which is why we’ve enabled a Customer Satisfaction Survey feature. Once an incident has been resolved, a survey will be sent to the incident requester asking about the service he or she has received. Once enabled, two new satisfaction widgets are added to your main dashboard,…
Each organization has its own special names for IT terms, such as incidents vs tickets. This is why we’ve now made it possible for each of our customers to edit their Self-Service Portal menus and texts, so that it reflects the words end users are used to.
While in the Samanage app, go to Setup,…
Isn’t it great when you invest in a high-quality tool and discover you can use it in many other ways than the use for which you originally bought it?
Sometimes computer hardware and software is that way, too….
Many companies these days use Dropbox and Google Docs to work on collaborations or to share documents with different workers. When it comes to asset information this collaboration and sharing can be very useful to collecting all relevant information in one place. That’s why we’ve added the option to attach Dropbox and Google Docs documents…
Many companies these days use Dropbox and Google Docs to work on collaborations or to share documents with different workers. When it comes to incident information this collaboration and sharing can be very useful – and can even make the difference in how quickly an incident is resolved. That’s why we’ve added the option to…
Every job includes tasks nobody wants to do. When an organization is run well, these tasks are allocated in a fair manner, and everyone grumbles and eventually gets the job done.
Everyone has to clean their manager’s kid’s bedroom once in aw hile … don’t they?
But there’s a point where “difficult” becomes…
We’ll get this out of the way up front: everyone uses “help desk” and “service desk” interchangeably. However, under ITIL, they’re different concepts, though they share many similarities. If you’re working in a brand new business, or if your business has finally realized that someone needs to take charge of the company’s IT needs, then…
So your new start-up looks like it’s going to succeed. Or maybe you’ve been brought onboard at a non-IT company because their IT needs have outgrown “Bob, Who Knows About Computers.” Either way, you may be thinking about building an IT service framework and have an idea that a service portfolio and / or service…
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