Quick Start Guide. 1 Copyright 2014 Samanage

Transcription

1 Quick Start Guide 1 Copyright 2014 Samanage

2 Table of Contents Introduction 3 Organization 4-6 Users 7-9 Asset Deployment 10 Self-Service Portal Service Desk Settings 17 2 Copyright 2014 Samanage

3 Introduction Thank you for choosing Samanage, the leading SaaS IT Service and Asset Management service, and the easiest way to manage your PC and software inventory. This guide will help you implement Samanage in your organization and gain better control over your IT assets. This guide will demonstrate how easy it is to get up and running with Samanage. Because it is an on-demand service, there are no servers to provision, no software to maintain, and no databases to administrate. Additionally, with Samanage, you will not need to worry about running more software or backing up your data. Getting Help If you need help, we are at your service. You can search our online knowledgebase, which includes answers to the most commonly asked questions, and is updated daily by our technical support team. Or, you can contact our support team by ing or submitting an online support ticket. We will get back to you quickly to help with all your queries and questions. 3 Copyright 2014 Samanage

4 Organization The organization section is where you create and manage your sites and departments. You can select the default: Time Zone for your company Default language Please note that this will change the default language for all pages of the Application, Self Service Portal, and any notifications that are sent out. Simply click on the drop down and choose the language that suits your company. TIP: You can set a different language per site as well as per user. Creating a new Site When creating a new site you can associate business hours records (Note: They need to be defined before creating the site) and time zones to it: 1. Name (Required) 2. Location (Required) 4 Copyright 2014 Samanage

5 3. Description 4. Time Zone 5. Language 6. Business Hours 7. Actions (Edit or Delete) Adding a Department This is a similar process to adding a site to your company. When adding a new department, you will need to enter the following: 1. Name (Required) 2. Description 5 Copyright 2014 Samanage

6 You have the option to edit or delete the department. 6 Copyright 2014 Samanage

7 Users The user section allows you to setup and manage your users in the back end of Samanage. Table View Looking at user homepage, you ll see the following columns: Name Last Login Role Actions (Edit, disable user, resend activation , reset user password, and delete user) TIP: To add additional columns, click the blue wrench on the far right and add any additional columns you wish to view. You can export the list to Excel (CSV) or PDF or print it. Adding New Users There are two ways to add new users: 1. New user 2. Import users (from a spreadsheet or CSV file) When you add a new user, an activation is sent to the user with a link to activate the account and select a new password. This can always be resent if the account hasn t been activated yet. NOTE: Importing Users does not trigger an to the user. Buttons Above Table View At the top, you have a couple of actions: 1. Update 2. Import 3. Login history 4. Add new user BEST PRACTICE: Using the Update button will save you lots of time to mass update user details like roles, who they report to, sites/depts, and enabling/disabling users. 7 Copyright 2014 Samanage

8 Let s add a new user. We are going to add a test user in the Sales Department at the Cary Office Site. Fill out as much information you have. By clicking on the send activation mail check box, the user will receive an notifying the user to activate their account and select a new password. BEST PRACTICE: You can upload an avatar for each user added. Adding avatars per user is helpful when you have a large amount of users. 8 Copyright 2014 Samanage

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10 Deployment Deployment Options There are a number of ways to deploy the samanage agent, but our best practices can be found under the Your Organization tab. 1. Domain Logon Script 2. Active Directory GPO (Recommended for: Enterprise deployment (Windows)) 3. (Recommended for: Enterprise deployment (when Domain / Active Directory GPO is not available)). 10 Copyright 2014 Samanage

11 Self-Service Portal The Self Service Portal is customizable to your company. You can change the logo, change titles and messages displayed across the portal, enable certain fields on the new incident or service request form. Customizing your Self Service Portal 1. Access the Self Service Portal This URL is your company s self service portal website. 2. Allowed Domains Specify address from domains that can create an account in your self service portal. 3. Logo Upload your company s logo, which will appear on the upper right side of the Portal. 4. Favicon Upload a favicon, which appears on the tabs in your browser. 5. Title Update your Portal pages title, which appears on the upper left side of the Portal. 6. Welcome Message Add a welcome message for your users. This will appear on the right side of the portal title. 11 Copyright 2014 Samanage

12 7. Sign Up Message Add a signup message for your portal users. This will appear on the right side of the portal signup page. 8. Portal Menus & Sections This is where you will change the portal menu labels and the order. You can disable them by unchecking the visible box. You can change the order in the order column. You can change the text displayed in the Apply button in the Action text column. You can also select a default landing page. 12 Copyright 2014 Samanage

13 9. Header Colors You can customize the color of your header and the header font. 10. Customizations This section will help you set the available fields for end users who create tickets on the portal. 13 Copyright 2014 Samanage

14 Service Desk Customizing your Service Desk In this section under Setup, you can personalize your service desk: 1. Enter Service Desk Name This is the name is the From field used in notifications and in the self service portal. 2. Custom Incident States Here you can rename system states or create new custom states. You also have the option to change the order in which they appear in the drop down menu. Additionally you can determine if the custom states are affected by the SLA rules by checking the box. 3. Customer Satisfaction Surveys a. You can enable this if you want your users to receive satisfaction surveys after an incident is resolved. Once enabled you will see two new satisfaction widgets on your dashboard. b. If you enable this feature, you can choose when and how often the survey is sent. 14 Copyright 2014 Samanage

15 c. You can set a threshold for the customer satisfaction widget. When the percentage drops below the value you set, the widget will appear in red. TIP: Once enabled, you will be able to view the satisfaction for each incident at the incident list by adding satisfaction to the custom view. 4. Auto Tagging You can check this box if you want Samanage to automatically generate Service Tags. You can also enable the Tag Cloud widget on the dashboard which will show you how often you re receiving incidents based on your tag list. 5. Close Inactive Resolved Incidents This feature allows you to select a duration after which inactive incidents will be moved from Resolved state to Closed. TIP: An incident is considered inactive when it has no new comments and no changes are made to the incident s field. 6. Reopen Resolved/Closed Incidents This feature allows you to reopen any closed or resolved incidents when a new comment is made by the end user either via the portal or Copyright 2014 Samanage

16 7. General Settings This feature allows you to set the default priority for new Service Desk items a. Low b. Medium c. High d. Critical 8. Comments Sorting This feature allows you to order comments from newest to oldest. 16 Copyright 2014 Samanage

17 Settings This section is where you can customize your settings. Dropbox For each of our customers, we provide an dropbox which allows you to automatically create tickets in samanage when your team receives an . Simply forward the support address you currently use to our dropbox (which should look like and we will automatically create the ticket. Reply Address Enter your reply address for all s sent from your Samanage service desk. TIP: This is typically your support address (e.g. Personalized Names If you wish to have personalized names in your Samanage account, you can click on the box to do so. Blacklist If you have addresses or domains that you wish to ignore you can add them by clicking + New Address. Any received from the blacklist will be ignored and no incident or comment will be added. BEST PRACTICE: For better deliverability, add our mail server IP to your whitelist (IP is ). 17 Copyright 2014 Samanage

18 The Samanage Support Team is at your service. Contact us whenever you need us at 18 Copyright 2014 Samanage