Service Desk slow to load
Hi I'm writing to get some help about GotoAssist Service Desk loading very slow at times for me. It's taking 50 seconds to download 35.7kb for the text/html page. I am on a 37Mb/s VDSL internet connection, all other sites load OK.Thong Kuah10 years agoNew Member1KViews0likes1CommentReverting to global view on deletion of incident
Hi guys, This is a pretty minor issue but if you have multiple services on your account and are viewing incidents under one of the services, and you go into a ticket to delete the ticket, when you click Save it will return you to the Global View instead of the service you were in before you deleted the ticket. It's a very minor annoyance but I figured I'd point it out in case it was intended to return you to the service you were in prior to ticket deletion (like the other functions you do within a given service: update ticket and close ticket both maintain your current service when complete). We were using only one service until recently, but now that we have added a second service, it's actually adding two clicks for the administrator of the first service to delete tickets than before we added the second service.Joshua Davidson10 years agoActive Contributor762Views0likes0CommentsAPI Connction Creation Between Podio and GoToAssist Help!
I need help with setting up a connection between Podio and GoToAssist Service Desk, I am stuck on it not pulling over the persons name or the description of the ticket. So my scenario would be I would create a ticket from Podio, and once I hit submit, it will push over into Citrix GoToAssist, however I can get the type, priority, assigned to, the title title and which service it belongs to, but it won't push over the name of the person who created the ticket nor will it pull over the description. I really need help and any advice would be great. Thanks. Unfortunately I am using an API connection from itDuzzit. I have asked for their help, but they aren't able to assist as to they aren't sure how to make the connection. I have also downloaded the API pdf document for citrix, but when you look at the create incident one, it doesn't include a name nor description.Carla Mahlberg10 years agoNew Member869Views0likes1CommentFresh New Look Coming March 23, 2015
Hi there, GoToAssist community! We've got some exciting news to share with you today. Over the past few months, our team of developers and user experience pros has been hard at work refreshing the look of GoToAssist Service Desk. The new design sets the stage for some exciting new features (watch for these later this year), and gets us one step closer to achieving the finest customer experience imaginable across the entire GoToAssist product lineup. Our goal is to make your job easier, and we believe the fresh new design does just that. The new design rolls out system-wide on March 23, 2015. About the new design: New colors, fonts, and spacing Although the layout hasn't changed (more on that in a minute), we've enhanced the design on multiple fronts. Colors –A brand new color scheme helps delineate key areas of the product so you can focus on what’s most important. Fonts – Varied font sizes improve readability and emphasize important labels and headings. Spacing– Ample, uniform spacing adds volume to the design and simplifies scanning so you can quickly find what you need. Same familiar layout Don’t worry – all the features you depend on are exactly where they were before. We’ve got some really great ideas brewing, but we’ve kept the same familiar layout for now. Get a sneak peek If you want to check out the new design right away, it’s easy to do. In GoToAssist Service Desk, go to: Configure > Account-Wide Settings > Labs, and then check the “Enable the new look” box. Otherwise, we’ll take care of it for you automatically on March 23. Creating great products is what all of us here at Citrix aim to do. Our hope is that this new design will make your job easier by helping you focus on what’s important and get things done faster. We’re really excited about this, and hope you love the new design as much as we do. If you have feedback or suggestions, we want to hear from you. Reply to us here, use the Feedback link inside the product (top right), or email our support team anytime at support@gotoassist.com. Happy assisting!GlennD10 years agoGoTo Manager4.1KViews0likes63CommentsAction Schedule
I have an Action Schedule configured for a Report. Within the Action Schedule I have Watchlisted ticked for Notify people when scheduled actions are performed. However the Assignee, my self, is not being notified. I see notifications are being sent to the Owner (group of individuals; I'm also on that group) but not the Watchlisted (me). Is this right. The Assignee will NOT receive a notification when the Action Schedule is run?Bcshay10 years agoActive Contributor1.3KViews0likes2CommentsAdditional Technicians added when closing an incident
I have been having the following issue lately i.e. whenever an incident(s) is closed - a new technician is automatically added to the watchlist which originally consists of 2 technicians. This is fine but the 3rd technician in question belongs to a different group and is not suppose to be monitoring the incident. Is there a way to correct this issue? This issue is kind of annoying as in order to "correct" this issue I would have to go back to the closed incident and removed the 3rd technician and re-save the incident. Any advice to the above is much appreciated, thank you.Erika T10 years agoNew Member1.1KViews0likes1CommentHow do I remove the Category Field from incident view if there are currently no existing categories?
During initial setup of one of our services we created a category for demo purposes only. Ultimately, they opted out of using the "category" field so we deleted our demo category within that particular service yet the field is still being displayed in their incident view. Any ideas? :)drogge610 years agoNew Member1.1KViews0likes1CommentHow do I remove the Knowledge Tab from the Customer Portal?
We'd like to remove the Knowledge Tab from our Customer Portal because we've purchased another solution for our KB. We prefer not confuse our users, so we'd like to know how to remove that tab. Please and thank you. :)drogge610 years agoNew Member1.8KViews0likes4CommentsEmail ticket creation
So I have emails set to automatically create a ticket. Sometimes when I come in on a Monday, I might have ten tickets with the same subject line, because users have responded to the original ticket request--and each response makes a new ticket. Is there any way to have the service desk match emails to tickets other than with the ticket #?Mark Ellestad10 years agoNew Member1.5KViews0likes2CommentsTrigger Status Update
Is it possible to use a Trigger that changes the status of Resolved Incidents to Closed after X amount of days?Bcshay10 years agoActive Contributor1.8KViews0likes4Comments"Assignee" not displayed on Change's tasks
When I click first on a change, and then click on the "tasks"' tab, the names of the assignees does not appear under the column "Assignee" for each task created. If I want them to be displayed, I either need: To refresh To click on "Tasks" directly from the Change dashboard Even though it's not a critical problem, this is quite inconvenient and should not occur. Could you please have a look on it? Thanks!Vianney Picavet10 years agoNew Member705Views0likes0CommentsCan't View Closed Incidents filtered by Group
Hi All, sorry but I am having this issue here's the scenario, I have 2 groups created e.g. Team A and Team B, as I am under Team B, all incidents that fall under Team B group fall under my care. Since the change of the new GUI ( which I am not sure if there is any relation), I am unable to view close incidents when I filter to Team B's group( which strangely enough - it states that I have XX number of closed incidents but nothing is shown) which I was able to do so prior to the new GUI layout. Now, in order for me to view closed incidents I have to select ALL Users in order to view closed incidents which the results relates to both Team A & Team B's incidents which means I have to "manually" filter those closed incidents which I am finding it time consuming, FYI, the reason why I make use of this feature is due to 1 incident that I needed to check what was corresponded under the comments section. Appreciate any advice regarding the above, thank you. Regards, Erika TErika T10 years agoNew Member1.2KViews0likes2CommentsCannot Change Owner or Assignee
We have a custom field called "Office Location" The customer will choose which office location they are at Office A, Office B, or Office C. We have 3 triggers setup, one for each office. If a customer chooses Office A when creating the incident it will change the owner and assignee to Tech 1. If they choose Office C it will change the owner and assignee to Tech 3. Let's say Tech 3 needs to hand the ticket over to Tech 1, if we try to change the owner or assignee it will not let us because the trigger is blocking it. The only way is to change the office location after the ticket was made to Office A. This is not ideal. Can anyone think of a way to modify the trigger to allow changes to the owner or assignee after the incident was made? Without changing the office location.Jon Snow10 years agoNew Member1.3KViews0likes2CommentsRequired Maintenance 3/20/2015
Hi, We will be performing a required maintenance this Friday night that will affect GoToAssist Service Desk. Details: The maintenance window will begin at 10:00 PM PDT on 3/20/2015 and continue until2:00 AM PDTon3/21/2015 Expected down time20 - 60 minutes During this time GoToAssist Service Desk will be unavailable to customers and it may take up to two hours after procedure completion for search results to reflect the current state. The GoToAssist Service Status page will be updated during the maintenancehttp://status.gotoassist.com/GlennD10 years agoGoTo Manager532Views0likes0CommentsService Desk Reports
Incident Reporting Engine. The Show Me filter does nothing but show count and date no matter what you change it to.Bcshay10 years agoActive Contributor693Views0likes0CommentsCustomer Tel No. Shown in Incident
From within an incident, the customer's name and email is visible, but more often than not I need to call the customer and have to jump out of the ticket by clicking the 'Go To Customer' link. It would be great if the customers number was shown under email address within the incident.jason111110 years agoActive Contributor1.5KViews0likes3CommentsTLS encryption for emails
Anyone else realize that the emails that come out of Service Desk are not being sent with any type of TLS encryption support? We just realized that all data in emails are not encrypted when they come out of the GTA mail server. This is a dead simple thing to fix and we cannot believe that such a corporate service would not have any type of mail encryption. Anyone have any thoughts on this?Chase Beydler110 years agoNew Member3.8KViews0likes35CommentsErroneous Resolution Timers
I know you can set Incident Priority and Resolution Timers, has anyone else come across a log being raised and instead of the resolution date being + (x amount of hours) the date is set as – (x amount of hours), therefore making the target closure for this impossible to achieve and the SLA was always going to breach? How can you make sure this does not happen? Also with regards to putting SLA on hold, is there a way for the timer to only apply to certain assignees as I have noticed that even when put the SLA on hold, and/or reassign the log for another team to pick up, as soon as take hold off, the timer doesn’t actually continue where it was last left off. Any suggestions appreciated, I could be missing something obvious. Thank youDaedalus110 years agoNew Member879Views0likes1CommentSend Technician Notification based on time range
My team uses this product in a very different way than it is intended for, but I would assume a feature like the one I'm thinking of should be available... What we're looking for is basically if an incident was last active in X time and is open, then the assigned technician(s) only would receive an e-mail notification... Maybe someone has a recommendation of the best way to do this? I need to ensure that the customer AND external CC is NOT notified of this change. I looked through triggers and couldn't find any viable trigger that would allow me to do this. Thanks in advance!Mark Parenti10 years agoActive Contributor680Views0likes0CommentsService Catalog?
Hello, Are there any plans to let you create a Service Catalog in the end user portal, like: https://itservices.stanford.edu/ ? We'd like to use the product for more than just ad-hoc incidents but we don't see any way to do that without messing around with the API and building a bunch of custom internal web-pages, since you can't really customize the portal (that I know of). Just being able to make incident templates visible in the portal somehow might be a nice stop-gap measure.Mark Ellestad10 years agoNew Member2.3KViews0likes5Comments- paul soare10 years agoNew Member1.1KViews0likes2Comments
Incident Closure Rules
I wish there were Incident Closure Rules. For example Offboarding or Onboarding Incidents. There is a Task List and all tasks must be closed or completed. If a User changes the state to Closed or Resolved and all tasks have not been closed or completed the Incident state cannot be changed to Resolved or Closed. Currently as it is there's no way to prevent Users from resolving or closing incidents with open tasks. This would be really helpful for process and workflow.Bcshay10 years agoActive Contributor693Views0likes0CommentsSupport Time 'deducted' from service or company
I know many IT support companies who would benefit from this and whilst I've tested many of the main support desk applications both free and paid, none support this feature. Basically it would be fantastic if you could allocate a service a set number of hours that gets deducted when an agent enters a timed incident. Example, I provide a support contract for a company of 10 hours per quarter. Over that quarter, every time they use our support services, we deduct the time spent from their 10 hours. At the moment, we can monitor it via reports, which can show the total time spent during a specified period but this is a tedious manual system and we don't get alerted if we exceed the 10 hours. So essentially what I'm after is this: > Ability to set monthly / quarterly hours to a service (reset at end of term) > Hours get deducted from total when time is added to incident. > Alert / Email is sent to user when limit is approaching / exceeded. > Hours remaining / customer facing at leas to company admins. Please dev gods, make this a reality :Djason111110 years agoActive Contributor795Views0likes0CommentsText me when new incident is created?
I'd like to get a text whenever a new incident is created in Service Desk. Currently my users create all tickets via email. I WAS using a google group to work around this but all of a sudden it's resulting in double issue creation now. I was doing the following: User creates an incident by emailing help@mydomain.com That email address is forwarded to group@mydomain.com This group contains the GTA support address and my SMS text address. I receive an email along with a text telling me a new issue needs attention. The only problem with this method is that some tickets come through with the original sender as the customer and others come in from the group email address as the customer and those issues are created twice in Service Desk. Is this available as an option and I'm just not seeing it or do I just have to deal with the duplicate issues and re-assigning them to the correct customer whenever the incident is created incorrectly?Anna Mantica10 years agoNew Member3.1KViews0likes7CommentsLinking Incidents to Companies Not Customer
We do a lot of generic system maintenance or servers or general projects that aren't related to individual users. Is it possible to link incidents to the company rather than the employee? I understand why it may not work. / How do you guys deal with items that are not directly related to an individual userDon Brown110 years agoNew Member1.1KViews0likes2CommentsActive Dir Customer Login VS. "View Incident" button in email updates
Hi guys, here is an issue we are searching for a solution or workaround to. I have previously setup our users to login to the customer portal using their active directory credentials via an "IT Ticket" link on our intranet site. When they use this link a user/password window pops up, they enter AD creds, they log into the customer portal. However, when we update our user's tickets, the email that is sent out includes a View Incident button which links our customers directly to the standard customer portal login page which does not allow AD logins. This causes confusion for people as they don't understand why they were allowed to login to submit a ticket, but not to view its updates. It also generates additional, unnecessary tickets. So is there a workaround that will allow us to do one of the following? 1.) Edit this "View Incident" link to point to the AD-synced portal login 2.) Configure our customer accounts to "auto-activate" once they login with AD credentials to then be able to login to the standard customer portal login page with those same credentials 3.) Disable to "View Incident" buttonJoshua Davidson10 years agoActive Contributor1.5KViews0likes3CommentsBlock Some Customers from Viewing Certain Knowledge Articles
Is there a way that I can block some customers from viewing a category of articles? We want all the customers to be able to view all the knowledge articles except for Category A and Category B. We want to be able to assign certain customer's to view all categories including Category A and Category B. Is this possible? Adding the customers to groups would be great too if that's possible.Jon Snow10 years agoNew Member3.2KViews0likes9CommentsHide from Customer Email Notification
Hi, I think this is a bug or feature. In incident, I put a comment and click 'Hide from Customer' then save. Say I am Tech01, my team mate Tech02 got an email notification [UPDATE] about my comment. in his email notification. it has a small section like below. ~ ~ ~ ~ ~ ~ ~ Status: Not Resolved Priority: P4: Assigned to: Company Support Notified: Customer01, Tech01, Tech02, and ExternalUser01 Watchlisted: ~ ~ ~ ~ ~ ~ ~ Does it mean my customer received my comment and so does ExternalUser01? I cannot find anything about Hide From Customer in the help so I though I ask in this community.Riko Rakhmanto10 years agoNew Member1.7KViews0likes3CommentsHow to Take the Service Name out of Email Subject Line
Is there a way to take the Service Name out of the subject line for email notifications for users and customers? Example: Our Service Name is "Company ABC Help Desk" pretty lengthy. When users and customers get emails the subject line has the ticket number which is good, followed by Company ABC Help Desk, and then finally the Title of the incident. Is there anyway to take out the Service Name in the subject line or make it smaller in the subject line like ABC for example?Jon Snow10 years agoNew Member1KViews0likes1CommentHits
Pretty please can we make it so Users (Technicians) don't count as "Hits" for Knowledge Articles? It makes the hits sort of inaccurate if you will. I only care to see hits for Customer viewed articles. Example; if I update an article 100 times that is a 100 hits. Sort of messes about with the accuracy levels of what we only care about "Customers".Bcshay10 years agoActive Contributor919Views0likes1Comment- Gareth Robson10 years agoNew Member3.6KViews0likes14Comments
- Nate Runge10 years agoNew Member4.3KViews0likes23Comments
Custom Fields on the dashboard
At any given time my IT team can have up to 20-30 tickets open. Our process is to check our general queue first then deal with our own tickets. While the dashboard keeps displays due dates, status reports and activity ect. , it lacks information such as the customer's name and other custom fields Ive created. Even in the reports i cant display the customer name, which is a bit odd. Other custom fields like office location and Region are also metrics i would generate reports on, but it seems that this is not possible.JWJ10 years agoNew Member4.5KViews0likes63CommentsIncident - Task Notification Emails by Due Date
It would be very helpful for the Task Assignee to receive an email notification when a task is due. It'd be nice to have task notification functionality so we don't need to maintain a separate calendar out side of the web application. Thanks.Bcshay10 years agoActive Contributor1.5KViews0likes2CommentsUsers added to watchlist automatically when ticket is escalated
When our tickets are past the due date it is adding every user in service desk to the watchlist. How do you prevent that? There are users in there that have nothing to do with tickets and it keeps adding them to the watchlist so they keep getting email about tickets. I need to prevent that. I tried submitting a support request but they don't seem to understand what I mean. Normal Watchlist for ticket creation: Bob, Joe, Mary, Nancy Once a ticket hits due date it automatically gets changed to: Bob, Joe, Mary, Nancy, Jimbob, Lucy Jimbob and Lucy do not use tickets.. they do not want to receive ticket emails at all. They use other portions of Gotoassist so they need to be users.Jodee110 years agoNew Member1.6KViews0likes2CommentsCustomisation of AutoResponse Salutations in ServiceDesk
Currently, the opening salutation of Auto Responses is hard-coded in the system to "Hi Customer Full Name". This supposedly can be over-ridden at service level with "Hi Customer First Name" (this isn't working for us currently but that's another story). What would be very useful and I'm surprised it isn't an option, is the choice to be able to use different greetings that we choose, for example "Hello Mr. Smith" Some customers prefer to be addressed in a particular way and having this choice would improve our service and perceptions of it.Chris Mayes110 years agoNew Member792Views0likes0CommentsCategories in Portal
Is it possible to add categories in the Portal. I have previously asked here:https://community.gotoassist.com/gotoassist/topics/is_there_a_way_to_show_the_incident_categories_in... I think it would really add value to the portal.Paul Rolfe110 years agoNew Member828Views0likes0CommentsKB Internal Only Categories
Love internal only articles but would also be helpful to have Internal only Categories. This would be useful where you have a Category that is not relevant to Customers and need to categorize internal only articles such as policies, documentation, etc. If there is a Category with internal only articles the Customers will see the Category with nothing in it.Bcshay10 years agoActive Contributor763Views0likes0Comments