Guide to the Basics
The categories feature in Samanage allows you to assign your incidents and service catalog items to various categories and subcategories within the application. Building out the categories for your organization will help you to identify which users or groups will receive various incidents. Categories also help to bring more accurate definition to the reporting capabilities within the application.
Adding New Categories
To add a new category, you will click the “+ Add category” box located on the upper right hand side on the categories page. When creating a new category you will specify the category name, default assignee and the various default tags. Each incident submitted with a defined category or subcategory will receive the respective definitions.
You can also add a subcategories to each category by clicking the respective “+” button that populates next to each category name.
* We recommend that all categories and subcategories are assigned to a group of users. This allows for more visibility if a user is on vacation or if a user leaves the organization. By assigning categories to groups, you can update the group instead of updating various instances of one employee.
Category Email Dropboxes
You have the option to create an email dropbox for each category and subcategory. Incidents sent to these email addresses will be assigned to the respective categories and subcategories. To create an email dropbox within a category, you will need to click into the edit pencil for that category. From there, you will click “Create Email Dropbox”. This will populate an email address which you can customize as long as you have @accountname.samanage.com at the end. You can also select this address to be used as the reply email address as well.
The category settings allow you to set the category and subcategory as mandatory fields as well as select a default category for all new incidents submitted without an incident category. These mandatory selections apply for the Service Agent User and not the Requester. This will not affect the selections made in the Service Portal settings.
Default Assignee and Notifications
You also have the option to select a default assignee for all new incidents. In addition, you can also select a group or user to be notified if no default assignee has been selected.
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