When is archiving of incident data in the Service Desk going to start?
When is archiving of data in the Service Desk going to start? For tickets that are between 2 and 3 years and read only...can they still be used to create a new incident?Mary Forbes8 years agoActive Contributor1.1KViews0likes1CommentResolved but not closed incidents.
We often mark incidents as resolved but not closed as we sometimes have to wait for testing to be carried out at a later date or for a new release which could take some time. Is there a way we can Mark the incident as resolved and have the SLA clock stop? We have incidents that have been resolved before the resolve by date but it may be a month or 2 before a new release which means the Resolution date passes and fails. We would like to not close these incidents as we would like to keep them visible for follow up.Kerry Adshead8 years agoNew Member2.5KViews0likes7CommentsAutomaticaly close or resolve incidents if there is no reply from cutomer
Senario: A customer creates an incident. Admin asks with a comment for further clarification in order to help him, and customer never replies. I am trying to find the best solution for closing/resolving incidents, that the customer did not reply. I want the customer to get notified, after a certain period of time, inform the customer that if you do not reply, we will consider the incident as closed or resolved. Thank youCostas Fakebook8 years agoNew Member4KViews0likes13CommentsHow do you update additional-values with an API(v1) "PUT"
I have an additional value of Derived-Priority-Score That is of type Integer. Using the v1 API I have tried an update...: BODY = "{ ""incident"":{ ""notify_watchlisted"":0, ""notify_customer"":0, ""additional_values"":[ {""Derived_Priority_Score"":999} ] } }" However this does not seem to be the correct syntax and there is no guideline in the GTA-API documentation.Ben2118 years agoNew Member1.1KViews0likes2CommentsIs there a limitation to the number of comments or length of text in the comments?
Some of my project tickets involve months of updates/comments from the requestor and the technician going back and forth. I have noticed that when I run a report that contains these "larger" tickets, it causes extra rows in my data that need to be filtered off and I end up missing some data when I do this. Is there a limit on the number of comments or the volume of text? See our ticket #36711. Happens on all reports that contain these tickets with large volume of comments or large amounts of text in the comments.Mary Forbes8 years agoActive Contributor2KViews0likes3CommentsExport to CSV - just spins
Windows 7 / both Chrome & IE 11 Tested w/2 different users both admin access Reports within 'Report & Queues' have run without issue for 2 yrs. BUT since last week ~2/22/2017, Exporting to CSV the Export button, just spins. Both custom and preloaded reports effected. To Repro: Goto'Report & Queues' Select 'All Open Incidents' Select 'Export to CSV Deselect ....System, Discussion, Resolution. Select ... initial Response * additional Fields Press 'Export' button The'Export' button shows spinning circle, it shows the outline of the progress bar, but it does NOT fill left for over 15/20 min nothing happenedFelix T Cat8 years agoNew Member2.4KViews0likes4Commentscorporate domain
I would like to use my own domain for portal, emails etc. Seems I can only edit subdomain, not the assist.com address. Is redirect with DNS only option? As well as set the sender address to my domain, and add a forwarding rule on my mailserver for incoming mails? Could test, but my trial wont allow access to admin page, so cant test myself.IT1118 years agoNew Member877Views0likes1CommentView my Tasks
I have assigned numerous tasks to different people but they cannot see them on their dashboards. You can see the tasks column which has a number in it but there is no way to know who the tasks are actually assigned to. Am I missing something?Lynn Coleman8 years agoNew Member2.9KViews0likes6CommentsIs there a limit to the number of custom fields that can be included in a report.
When I create a report including all 15 of my custom fields GTA takes me to that dreaded 'oh no that was not supposed to happen' page. The same report including less custom fields works fine.Martyn18 years agoNew Member1.1KViews0likes1Comment- fleegman8 years agoNew Member2.4KViews0likes5Comments
Is it possible to ammend approvers in change requests
Is it possible when creating new change requests that all approvers are unselected by default and you select only the required approves, we have 35 change approvers and only 2-3 would be applicable in any given case so we need to untick approx. 32 each time. ThanksGeorgina18 years agoNew Member748Views0likes0CommentsHow do you edit the inbound Support email address used by customers to create incidents by sending emails to: this address?
Hi Everyone, I am trying to edit the inbound Support email address used by customers to create incidents by sending emails to: this address but don't know how to. I have changed the Sender Address as per the following article but has not made a difference. Can someone please assist me? http://support.citrixonline.com/en_US... Thanks in advance.Jim618 years agoNew Member1.8KViews0likes5CommentsChanged the personal info under 'my account' but user name is still not updated
My boss accidentally changed the user name of the technician to read as his own name. We changed it back under 'my account' -> 'personal info' but user name is still not updated and shows his name.Bryan118 years agoNew Member1.8KViews0likes2Commentsquestion: why do i no longer see the total number of open tickets at the top of my dashboard
About 2 weeks ago, when I had my service desk open in global view, at the top of the screen beside "My Open Incidents" it would show a total of all my open incidents.If I was looking at a specific service, the total would not appear but it would when I was in "global view" of all my incidents. Now for some reason, that total is no longer there in global view. Is this just a setting that I now need to tweak out. this number was always very informative to me.JVH8 years agoActive Contributor1.5KViews0likes2CommentsEmail - Use it to create incidents or reply to incidents
When users are creating incidents through e-mail or replying through email and specially when there are attachments to the e-mail then the content in service desks as well in email is messed up. Also in your email if you do have icons like Facebook, twitter etc. are also become attachment and the situation is becoming even worst. Is there any way of configuring this correctly as do not mess up?SolvedAristotelis Dem8 years agoNew Member2.3KViews0likes3CommentsWhy does my Incident of Note move from the "Incidents of Notes" queue to the Assignee queue? Shouldn't it show in both locations?
I selected the Incidents tab and then created an incident in the Incidents of Notes queue. The incident no longer appeared in the Incidents of Notes queue after I assigned it to a group.Ltrain18 years agoNew Member650Views0likes0CommentsIs it possible to run a global report that only shows incidents from selected services?
I'm trying to run a Global Report in GoToAssist Service Desk which only returns incidents from two services. There doesn't seem to be a filter for the service when running a report at the Global Level, can someone please confirm if it's possible?Nick1118 years agoNew Contributor1.5KViews0likes3Comments- Roger Lee18 years agoNew Member828Views0likes1Comment
Email notifications delayed AGAIN
Email notifications are on a delay AGAIN. This has been happening a LOT for the past 6-8 months. I thought this was resolved once and for all? I can't run a business if we aren't being notified via email that new tickets have been created. Is anyone else having this problem?Anna Mantica8 years agoNew Member1.3KViews0likes1CommentCreate new template missing
attempting to create a new template but the new template selection is missingGerald St Amant8 years agoNew Member1.4KViews0likes2CommentsBest and nicest way to direct users to submit a ticket in my email signature
Need a best practice type way to direct users to submit tickets in my email signature. This way they will see it when I email them and hopefully will submit tickets rather than emailing me.Eddie1118 years agoNew Member954Views0likes1CommentHi, I need to access the workflow for change to create a new tab called deploy but I cannot find where they are
Hi, I need to access the workflow for changes in GoToAssist to create a new tab called deploy but I cannot find where under Config / Service Desk settings the workflows areRob Allinson8 years agoNew Member818Views0likes1CommentIncident Triggers add email to watchlist
I want to create a trigger, so if customers from a specific company opens an incident to automatically add an email address to the watchlist. This is feasible but, you can only add users with active license of the service desk. Is there a way to add an email that is not active licensed user?Costas Fakebook8 years agoNew Member1.1KViews0likes1CommentHow to display latest comment for Incidents,Problems and Changes on a report.
Is it possible to display the latest comment for an Incident,Problem or a change? Would be helpful if I could directly see the latest on an incident on a dashboard without actually clicking into it.Avinash Vellala8 years agoNew Member1.2KViews0likes3Comments- Darren Johnson8 years agoNew Member915Views0likes1Comment
Ability to hide "What's New" section on Overview Dashboard
We need an option to hide the What's New section on the Overview Dashboard. Our main developers work off of Incidents, Changes, and Releases so this is the only dashboard that they can use, but the What's New section is only an annoyance.Kevin Ruschman8 years agoActive Contributor1.4KViews0likes2CommentsSlow Email
All the new GUI stuff is nice but it is polish on a car with square wheels. We still run incident delivery email in parallel with Support Desk because it is not reliable to deliver incidence emails on time. The "up to 15 minute" SLA is poor and sometimes they do not get delivered for 30 minutes or more. We are still looking to move off the service because of this yet you keep rolling out new GUI stuff and not fixing the underlying service performance. We get email delivery for every service we have in less than 30 seconds yet for a service that is critical for providing support to our customers it is unreliable.Forrest Blair8 years agoNew Member1.5KViews0likes2CommentsCustomize Dashboard look and feel (custom fields)
I'd like to see a global dashboard feature, where I would be able to customize the fields that are displayed in a dashboard. For example, in addition to seeing Incident/problem number, Title, assignee and a due date, I want to see one of the custom fields I created.Jenya Smith8 years agoNew Member4.3KViews0likes10CommentsSLA times dont cover our work hours
We cover a few time zones and have colleagues in the US. Our UK engineers clock off at 5.30pm, and the US engineers continue til their 5.30pm (our 11.30pm UK time).So if a P1 comes in, we dont offer 24x7 support at the moment so our support hours are 9am til 11.30pm UK time (4.30am - 5.30pm US time). So I can set a customer to a default time zone of GMT put the P1 on 24hrs, tick exclude non working days but the time options in the drop down dont show out support staff coverage hours...... Is there a was we can customize this to combine the UK and US hours?Kerry Adshead8 years agoNew Member598Views0likes0CommentsCan you track reopened tickets in GTA?
I want to run a report which highlights any GTAs which have been reopened over a given period. So far I can't see any status which might reflect this. I have tried filtering tickets which are open but may have a date populated in closed or resolved and apparently there are none. I assume these dates have been wiped as soon as the ticket was reopened. Does anyone know what fields I need to be looking at to try capture this data? ThanksDaedalus18 years agoNew Member1.3KViews0likes3CommentsEmails set to support address not creating tickets
I have 2 services set up with the support address for each enabled. I also have a Google Form set to send an email to the services depending on how the questions in the form are answered and triggers and categories in Service Desk for further organization. However, suddenly today emails sent from the form no longer create new incidents in Service Desk. I even sent them manually to see if the form was maybe the source of the issue but still no dice. Is there a problem with the support address not creating tickets?Selam Andemicae9 years agoNew Member3.1KViews0likes6CommentsHow to send reminder to customers who did not provide feedback
Our customers are set up to receive an email in order for us to get their feedback. However, as always, some customers do not reply, and we want to be able to send them a reminder a few days after the case was closed Any thoughts on how to do this? I think triggers will be able to do the trick, but exactly how? Best regards, Erikebak9 years agoActive Contributor1.5KViews0likes2CommentsSingle Sign on using JSON Web Token
We are a software company developing a CRM Solution. For our customers we offer a single sign on solution for accessing all data (Subscription Administration, Application Login and Maintenance Administration Backend) with one "Pipeliner User ID". The technology we are using is JSON WEB TOKEN (JWT). We would also like to integrate GotoAssist into this single sign on process, but unfortunately there is nothing mentioned in any of the documentations how to realize Single Sign On functionality. Just to be not miss understood, we want to have single sign on for our customers, not the internal users. Many thanks in advance for your input. Best regards, HeinzHeinz19 years agoNew Member628Views0likes0CommentsCustomer created incidents set assignee to unassigned
Hey there My company is switching to gotoassist service desk and we're trying to get some help with the set up. Right now, the only issue I'm having is with the default assignee to a customer-created incident. I would really like for these new incidents to default to unassigned. Is this possible?Jeremy Baxter9 years agoNew Member1.7KViews0likes4CommentsAbility to see only the open changes that I have not approved yet?
I am an approver on all changes. I currently review open changes in the changes dashboard. I need to click on each change and scroll tothe bottom of the page to approve. When we have a lot of open ones, it is hard to remember which ones I have approved. Is there a way to see only the changes that I have not approved yet that are open and not fully approved? I tried running a report and it does not give any detail on which approvers have approved it, only the last person to update.Mary Forbes9 years agoActive Contributor572Views0likes0CommentsNon Delivery Alert
Quite often, we input client details from hand written forms they've filled in. Sometimes their email address is hard to read and we have to make a guess on characters. I've noticed that when we get the email address wrong, we have no idea if the client is receiving the ticket emails. The only indication is when the client informs us they have had no comms from the ticket system. It would be very helpful if we received an NDR should an email not reach the recipient.jason11119 years agoActive Contributor1.7KViews0likes3CommentsReplying directly to a ticket
I'm new to using the gotoassist service desk, so this is probably a very simple question: I enabled email ticket creation for my customers. They can email hd@ph.org to put in tickets. Ticket creation works great. What I haven't found yet is how to directly reply to a ticket. I've worked with other helpdesk software in the past, and there's always been a "reply" button somewhere on screen when you open the ticket. You could then reply using the same address that users email their problems to. But I can't find that for gotoassist service desk. Is there anything I need to do in order to be able to reply? Thank you.Steve Ferry9 years agoNew Member1.5KViews0likes4CommentsOption to set Triggers to execute one-time only
It would be nice if we could set triggers to execute only once. For example, as it stands, let's say you have a trigger set to auto-comment based on a given Custom Field being "Yes". The first time that Custom Field is changed to "Yes," the trigger fires, you get your auto-response, everything is great. However, if you make other updates to the incident and need to re-save, but that Custom Field still shows "Yes", then the trigger fires a 2nd time when you save, thus duplicating your auto-comment. And on and on, every time you save. Why can't we set triggers to execute once? I feel like this should be a simple feature-addition, but a huge quality of life change.Mike Nemer9 years agoActive Contributor2.1KViews0likes3CommentsAuto Refresh Reports
HI, In the office I would like a monitor with a list of outstanding issues on it. I can get this report, but is there anyway of making it automatically refresh every minute or so? Any advice or ideas would be great. Regards JamesJames Proctor9 years agoNew Member3.1KViews0likes8Comments