ServiceDesk Incident Trigger - set Resolution Due date
What is the syntax for setting the resolution Due Date in a trigger ? I've tried several things and none of them work I want the new Due date to be Today + 30 days Any help would be appreciated.Mbarrett20214 years agoNew Member710Views0likes0CommentsFeature Request - Sort on any column
I think it is great that we can chose which columns are displayed in the dashboards. It is good that we can group on a static subset of them. I would love it if we sort on any column. It sees like it would be a standard grid function to be able to sort on any column. We can add/subtract columns, change the order but I want to be able to sort on any column in the grid. Thanks!Scaffer4 years agoActive Contributor1.5KViews0likes2Comments[Feature request] HTML or Markdown table
Hello! Recently speaking with a LogMein Support Representative they asked me to post here because of my request. We are using the GoToAssist Service Desk and there is no way to parse tables in incidents and when a customer sends a HTML table the text becomes unreadable. It would be nice to use this markdown format https://www.markdownguide.org/extended-syntax/#tablestibor444 years agoActive Contributor2KViews2likes2CommentsLink Multiple Customers to an Incident
I would love the option to link multiple customers to an incident. Currently, you can only link one customer - any other customers who need to be updated or notified of the resolution have to be added to the External Watchlist, which seems like a backward way to do it. Why can't we simply link additional customers to an incident? Thanks for considering, MikeMike Nemer4 years agoActive Contributor2.1KViews1like2CommentsGotoassist unattended verification code
Currently using GoToAssist version 4.8 Build 1692 When trying to setup unattended access for some of our clients it asks us to verifiy our account. Typically not an issue as we can quickly log into our email and get that code. Recently however we have been getting the verification request on nearly ever computer (mild annoyance). The emails only seem to show up 1 out of every 4 times(major issue) and when we do get a code, they never seem to actually work as far as verifying the account as it asks us to receive a new code to verify. Is there anyway to turn off the verification "feature". The accounts are secure so any addition verification is just an unpleasent extra step.TJ114 years agoActive Contributor3KViews5likes4Commentsincidents dashboard want to see the customer who put it in.
we have two techs working the incidents, recently we had a upgrade of a vendor that stopped alot of our users from logging into a program, so they hit the help desk. 68 incidents logged. all with the same title pretty much. we were wondering can you set the "support's open incidents" page to show who entered the issue. this way, we know who we are working on and going back to find the issue wouldnt take us as long. thanks for any help.SolvedRussellw4 years agoNew Contributor3.1KViews0likes5CommentsCustomer participation in Change/Release Management
I work in the IT department in a company of 250+ users (customers) We have a an internal policy on requesting Software implementation (Change management) or updates/patches (Release Management). The process flow we have adapted is as follows: A Change/release request comes from one of our customers. Certain key Customers are notified of the change/release request based on what it will affect, they enter there notes with any concerns. A member of the support team then approves the request and then its assigned to a tech to plan out the build. Once the build is complete and ready for testing, the customer is the one that does the testing and reports back to us. Techs update the change/release request accordingly and once testing has been completed its pushed into production. We currently have 5 Service desk accounts for our IT support team and the problem I’ve run into with regards to change/release management is that our customers cant create them, get notifications about them or even see the status. As a result we have to use workarounds like using indecent tickets to track and notify end users, which is not really efficient nor does it flow well in the execution process. This is a feature my department and I imagine others, would benefit greatly from as we currently have to use SharePoint forms to process these request.JWJ4 years agoNew Member5.8KViews0likes19CommentsLinking answers to ticket via labels
Hello Everyone, Is there any way to link the answers of a ticket to only one ticket? For example: If the reply email's body or subject contains a specific string "B#20124" (the ticket ID) the answer will automatically added as comment to the ticket? This is very important to us becase we are communicating with other "helpdesks" via generic emails like support@othercompany.com. If they are repling to the ticket a newone is automatically created and sometimes its very fustrating for my coworkers. Also can someone link me the documentation for the GTA service desk? Best regards Tibor KSolvedtibor445 years agoActive Contributor2.6KViews0likes3CommentsEmailed ticket creation and portal view
When customers without portal access create a ticket using email, their tickets are not viewable in the portal for our customer's admin to see. I ran several tests to verify that not being a portal user prevents emailed tickets from being viewed in the portal. Is there a way to automatically add emailed tickets to the customer portal?SolvedCharles_VB5 years agoActive Contributor2.3KViews0likes3Comments[Feature Request] Ability to translate the Service Desk reply e-mails or allow custom templates
Hello! I would like to provide a better experience for our non english speaking customers, so I need to translate the automatically generated responses by the Serivce Desk.tibor445 years agoActive Contributor1.2KViews1like0CommentsService Desk Development
Is GoToAssist Service Desk still being actively developed? In the 3 years that my company has used this I do not recall any features being added. Looking through the community discussion board there are many requests and ideas but none of them have been commented on in a long time. The release notes only show very minimal changes in the last year with no real added functionality. We still don't even have an Android app!Kevin Ruschman5 years agoActive Contributor2KViews0likes4CommentsCompany Admin approval on incident reports?
Does anyone know of a way to mark an incident approved - yes - no with the company admin being the only person that can approve the incident work? The changes section has approval methods already set up but in my case, the customer wants to approve the incident repairs before we work on them. Any ideas?Charles_VB5 years agoActive Contributor1.3KViews0likes0CommentsAllow Merging Incidents into a Single Incident
Many of the Incidents I receive are actually duplicates of identical incidents (although they may involve different Customers in the same Company). For example, I received several tickets on a wireless issue at a company from several Customers. Resolving the wireless issue resolved all of the tickets. Instead of having to respond and enter resolutions for all of the tickets, I would have preferred to merge the tickets into one, and make one response. I could see this being implemented several ways, perhaps the easiest of which would be to have the system create a "master" incident to which all of the "merged" tickets point. When anything is done on the "master" ticket, the action is communicated to all of the original incident tickets. When the "master" incident is closed, the child incidents would be closed as well. Optionally, the merged tickets could be replaced by a newly created single ticket (although there may be some database issues in this regard). Combined with the suggestion I made in a separate "idea," that of allowing multiple Customers to be assigned to a single incident, this would be a very powerful feature.Rock Creek Solu5 years agoActive Contributor5.7KViews0likes12CommentsCategory in the CSV Export
When I build an Report Query, Category is an option and can be viewed when you run the report, but when you Export as .csv, there is no option to include the category and it is not a defalt field in the Export. Could that please be added? I have thousands of active incidents and problems and this is key in keeping things organized and grouped for us.czeno5 years agoNew Member1.2KViews0likes1CommentIs there a way to create a list of master answers to tickets.
I am wondering if there is a way to create a list of master answers that can be selected (one or more of them) to be applied to a ticket comment or resolution. For example, when a customer requests a printer, there are a number of questions that need to be answered. Instead of having to type in the questions, I was hoping to be able to select from a list of precreated responses, have that applied to the comment field and send it back to the customer. Other tickets are related to specialty supplies that are stocked centrally. When the ticket is submitted for these supplies, I would like to select from the precreated list, "you order has been prepared and will ship ......." Currently I have a word document with this information for myself to use but this is not accessible to the other users. If the list was created in the service desk system then we could share.JVH5 years agoActive Contributor813Views0likes0CommentsGroup by: Service
Hiall, It's long been an issue for us that, although we're able to group by several options, we're unable to group by service. Is there any way this could be implemented? It would help us a great deal as we have to work with several customersthat regularly log tickets with us. These are the options we have thus far: I'd be keen to hear your thoughts here, KellyKellyKagool5 years agoNew Contributor3.6KViews0likes4Commentsservice desk display settings - what fields displayed, what order, etc
Hi there, it would be really nice if it were possible to have specific settings at the user profile level instead of local to the computer/ page. What I mean is this: When I go into my service desk on a new computer I have to change the settings to show what fields I want to display about the tickets, remove the fields that I don't need. I have to move the fields around in the order that i want them. When I change the display to only show the tickets for a specific service, I have to change the settings again. When I move to another computer, work from home, work from a tablet, I have to change everything again and again. We have about 15 different services and to have to go through all those settings for each service on every computer that I happen to use, is quite time consuming. I never know what computer I could be using when I am traveling. If I borrow a laptop from our loaner bank, the settings are removed when i return it.JVH5 years agoActive Contributor771Views0likes0CommentsProblems with GoToAssit Corporate
Hello All first off sorry if this is the wrong forum I didn't see one for GoToAssit Corporate. This is the issue and by the way none of are users have local admin rights. I send the invite for GTA and she clicks on the link and all launches ok. Then I cans see her screen. Next I want to "run as a service" At this poing the user should see a pop up saying "Do you really want to upgrade go to Assit as a service.." as perhttps://support.logmeininc.com/gotoassist-corporate However she never gets the popup and I get the error "GoToAssit Failed to run as a servcie" How to fix this? how do I re-install GTA? Cheersukmercanary5 years agoNew Contributor1.3KViews0likes2CommentsHand Raising Delay
Hello, we just had a few times the problem, that when people raised their hand during a webinar, that this appeared up to 20 minutes later at the organizers panel. Anyone else with this problem or any explanations for this? Thx and have a good time! Benben_hett5 years agoNew Member986Views0likes0CommentsGoToAssist Service Desk Custom Data Connector for Power BI
Does anybody know if LogMeIn has any intention of developing a custom data connector for Power BI? I have developed my own custom data connector for Power BI that utilizes the GoToAssist Service Desk API but I have to manually refresh this data connector every morning. I also am not able to utilize this data connector to obtain all of our ticket data with one HTTP API call because when I try I recieve an error code of 500 INTERNAL SERVER ERROR. I have had to break this down into one API call for every distinct assigned IT Support technician and then append the quieries in order to form one dataset that I can use in Power BI. So I have to manualy refresh 6 or more queries every morning and obtain a new access token for each one in order to get past the OAuth2 authentication with the GoToAssist Service Desk API. Our company went from ZenDesk to GoToAssist as our IT ticketing system and when searching the marketplace it appears that ZenDesk has had a PowerBI Custom Data Connector avaliable in the Power BI marketplace for quite some time now.VinceG145 years agoNew Contributor1.2KViews0likes0CommentsMy Personal Meeting Room Link
Hello!When I set up the account, I did not realize I was setting up a meeting link forever under "My Personal Meeting Room". The link name does not make sense, it was the topic of a meeting during my trial. I need to change the name of the link (again, the one that comes before the personalized meeting link) listed as in the box on the top left of the screen..."gotomeetme/...." under "My Personal Meeting Room." Any help would be great, thank you in advance, have a great night and stay healthy!APDJH5 years agoNew Member942Views0likes1Commenthow many attendees with camera on can I have on the GoToMeeting Business Plan?
Hi there! I don't know which option is right for me. I was thinking the GoToMeeting Business Plan might be right, but I am not sure if all the 250 participants can have the camera on or not. If not, what is the max number of people who can have their camera on? I am a psychotherapist and mindfulness teacher and I need sometimes to lead big groups where people need to see each other. Thank you, Carolinaivoire7745 years agoNew Member993Views0likes0CommentsConnection failed
Purchased one year logmein pro license.. And while try to connect my pc from outside following error occurred Host connection established Connection failed.. Iam trying to connect domain pc And I am unable to see my remote desktop.. Please helpMohjasim5 years agoNew Member1KViews0likes0CommentsEmail Notifications Not Sending
We have one specific user that does not appear to be getting automated emails from the system. I check message trace and the system is not even trying to send a response email to the user. It is simply not there. I checked the user's profile to make sure it had the correct email address and it does...I am at a loss as to why it just would not attempt to send the email to one specific user.jpearson20205 years agoNew Member1.2KViews0likes1CommentIssues searching for ticket number in customer portal
A customer is reporting issues searching by ticket number in the customer portal. Intermittently a ticket is not found in search even though it is an active ticket and he has rights to view all company tickets. He reports that has tried entering the just the ticket number, adding # in front or B# but the search does not return a result. Has anyone else seen this issue or can provide a solution? This customer has many active tickets so it is a frustrating problem for him.TB135 years agoActive Contributor2.7KViews0likes6CommentsIssue with LastPass
I have a problem with LastPass (free version). It is used for backup LastPass Authenticator, whereas the last one is used for authentication in our corporate LogMeIn Central. Some time ago I found out that somehow MFA switched on and I cannot login into LastPass. I don't remember if I have my phone number saved in the profile or just text messages for MFA don't come to me. Nevertheless I want to disable MFA. But I cannot. I tried to use "Disabling MFA" - entered login and password and was sent with email: The email contained a link: And if I go by this link I got en error!!!! So, what can I do to disable MFA and finally login to my LastPass account??!! Can anybody help me?SolvedMatveyME5 years agoNew Contributor1.7KViews0likes1CommentCan you have an employee with multiple companies attached?
We work with a team that manage and report on issues for two companies with us. Therefore I'd like to set up a "Employee/Customer" to more than one "Company". Aka one normal customer account accessing two companies? Is this possible?LaurenTigerbay5 years agoNew Member1.2KViews0likes0CommentsCreate a custom customer field so we can record their seat number from AD
Hi there, Is there any documentation on how to modify the Default.aspx.cs file to add more info to the fields in customer profiles? I want to point the "Address" field in the GTASD to pull info from the "Office" field in AD. If there's a list of field mapping please point me in the general direction. Ifthe field is there why not pull something useful into it during self registration, which is already set up and means the Default.aspx.cs is available to modify. This doesn't seem to be good enough:queryParams.Append("&address=" + Server.UrlEncode(GetProperty(user, "Office"))); I don't even know if "&address" is the right field name on GTASD Thank youHaq Saq6 years agoNew Member3KViews0likes3CommentsDisplay Customer Information on Response emails
Is there a way to display the customer infomation on emails sent out through the system? When individuals are on the external watchlist, they do not see who the customer is on the emails that are sent to them.acothran6 years agoNew Contributor1.1KViews0likes0CommentsTurn off "your feedback is logged as" for initial email
Hi, Is there a way to turn off the "your feedback has been logged in our system as follows:" on the initial response email? The systems dumps the initial email text in one big block which is not very readable and we have had questions from clients if it can be removed.acothran6 years agoNew Contributor1.1KViews0likes0CommentsCustomer Portal Query - Company Access
Hi, We have configured a customer to have access to 2 services. This customer is also setup with Company Access. When the customer is in the customer portal, if they select 'All Services' and look at the user drop down, they can see every customer associated with the company, regardless of the services they have access to. I would only like to show the customers who have access to the same services as the logged in customer. Is this possible? Thanks GregGreg Cairns6 years agoActive Contributor833Views0likes0CommentsNotifying more than one customer when an update is made
Hi, I have recently started using Service desk. I have 4 users. and multiple companies with customers. I have two main questions with the system. 1. Assigning an incident to a different customer - For the sake of this scenario, lets call it "company A". Company A has two customers. "Customer A" and Customer B". Customer A raises an incident. Then the technician works on the incident. How does the technicians assign the incident to "Customer B"? If it was created by "Customer A"? 2. Notifying all customers in the same company when an incident is updated How do we notify all customers in the same company when a technician updates an incient? Cheers, Richrichie9676 years agoActive Contributor2.8KViews1like5CommentsAdd ability to have GoToAssist Service Desk customers add email addresses to their watchlist
Currently there is no way in the GotoAssist Service Desk portal for a customer to add someone to their watchlist on a ticket. The technician has to do that for the customer. This is a real pain. Why can't the service desk portal give the customer the ability to add an email address to the watchlist of their ticket? This seems to be so elementary I can't believe it isn't there already.pintoj336 years agoNew Member832Views0likes0CommentsCustomers unable to view closed incidents from portal
One of my clients has reported, that when searching for some incidents on the customer facing portal, he receives the following results. These incidents are valid closed incidents updated within a year. Any ideas? This client does have company access rights to the portal. ============================ I did a search in the ticket system and while I’m clicking into the results I’m getting this error message. Here are two of the URLS that displayed the below message. https://axiomsw.assist.com/portal/incidents/202685 https://axiomsw.assist.com/portal/incidents/200160 ============================================ ====================David Kiley16 years agoNew Contributor9.2KViews0likes4CommentsGo To Assist Service Desk Formatting code
they only have a few tips of things you can use inside the knowladge articals and what not on here for the code is there a larger list somewhere i can look at that may make it so i can inporve the articals i have.SolvedJared36 years agoActive Contributor5.8KViews1like9Comments