Incident Dashboard - Customizing Columns by Incident Occurred
We have an Incident report which we view in the Dashboard mode and it has always sorted by Incident Occurred at date (newest to oldest). With a recent product update it's changed and you can 'customize your columns' but the one option we want which is to sort by Incident Occurred at is NOT available to select - why is this one missing? It means the dashboard report can only now be ordered by some other arbitary date like Due Date, Created or Last Updated which won't present them in the order that we want.Robin Tuckerman6 years agoNew Contributor4.4KViews0likes10Commentsrecording incoming email address
hi previously when an email for support came in to us from someone who is not previously registered the incident was always set up with the users email address. Lately though incidents get set up using the support address they emailed to rather than the address they emailed from. this then leads to obvious problems when trying to identify the person if they did not put sufficient contact info in the request itself. as far as we know we have not changed any system settings to change the behaviour and all setting look as they always did. anyone got any idea what might have changed or was this a change implemented by GoToAssist? andrewandrew166 years agoNew Member1.4KViews0likes2CommentsLanguage Português(Brasil) HelpDesk
Hello! I would like to change the language Title for Portugues (brazil) but this is no possible! I tried by adm portal, configure menu and my account and anything do this change!. I opened the support by phone but the agent cannot help me, he sad that will send me a email but...! So can anybody help here?andresanttos7 years agoNew Contributor2KViews0likes1CommentIs this product still being updated?
When was the last time there was any advancement to this product? When we purchased and began using this product in our organization we were promised that it was still a very much under development product. I don't think there has been a single change or advancement in the 8 months we've had it. If the product has been abandoned please let us know so we can find alternatives while this one dies.SolvedKevin Ruschman7 years agoActive Contributor6.5KViews1like18CommentsThe Service Desk software does not have an Android native app to compliment the IOS version?
Hello, our organization is currently a Go to Assist Support and Service Desk customer. More recently Service Desk. Our entire IT team here is in disbelief that the Service Desk software does not have an Android native app to compliment the IOS app. After speaking to our account representative and browsing the customer forums it seems clear there is no public reason why after 3 plus years of IOS deployment an android solution is not coming in the wake. ...or at least a mobile device optimized site? The best and most promising information I have found so far was a reference to an internal initiative that was unifying and modernizing many of the Log Me In and Go To Assist solutions. But what does that mean? Is there any beta testing going on? Can anyone official or unoffical offer some insight or reassurances?MikeSmithEvDlv7 years agoActive Contributor3.9KViews0likes6CommentsSet customized settings as my defaults
With the Labs, every time I login to Service Desk I get the default settings and columns: When I change/customize these settings they remain but only until I login again. Is there a way to keep my customized settings as my defaults, so they are already set when I login? Thanks.GTO807 years agoNew Contributor2.5KViews0likes5CommentsWatchlist contacts on service desk tickets.
It would be convenient if the customer contact list were available as a menu in the watchlist field. That is: you could add people from your customer base, or manually add someone. We have an organization that has over 500 employees. Our service desk is set up so that our employees are our customers. The employee submits a helpdesk incident and we would like our technicians to add the supervisor to the incident. It would be nice if they could select the supervisor from the list of customers instead of typing the name each time in the watchlist. As it stands right now, I have set up a trigger using custom fields that adds the supervisor to the incident but there is no way to add the supervisor to the watchlist except manually.Rose217 years agoNew Contributor1.8KViews0likes1CommentUser Not Receiving Notifications via Email when New incident is created
Hi, I created a new team member's user account with GoToServiceDesk. I have added him to our IT Helpdesk user group so he should receive emails when new incidents are created or when he is assigned a ticket. Unfortunately he is still not receiving any notices via email. Is there something else that needs to be activated on his account? Thank you for any help you can provide me. SarahSolvedsherrera7 years agoNew Member2.8KViews0likes3CommentsNo conversations with Service Desk yet ?!
Okay, what gives? Why is there a floaty button on the bottom right of service desk now? I'm obviously already a customer, so I don't need to connect to a sales person If I need tech support, this is not my preferred method Lastly it doesn't even give me a way to submit a question?! Also it blocks how much time I am entering into my tickets and in general aggravates me and gets in the way. How to turn it off please? Thanks very muchJoshua Davidson7 years agoActive Contributor1.8KViews0likes3CommentsRe: Anyone else haivng issues with GoToAssist today? System slow or down?
We use it from 2 different locations. Same problem.KellyAVC7 years agoNew Contributor1.4KViews0likes3CommentsCustomer Portal - Visibility of releases
Hi folks, Using GoToAssist, We currently have a front facing customer portal in place. The portal is limited in functionality in comparison to our user's platform, which isdefinitely something we agree is correct. However there would be some functionality which we believe would be quite handy here. As it stands, there currently doesn't seem to be a way to add any further tabs in the customer portal beyond: - My Incidents - New Incident - Messages - Knowledge (optional) Would it be possible to add functionality here to allow specific releases to be seen here too? I ask, as currently it's possible to link a customer to a release, but there's no way we can see, that a customer can view this release ticket. In an ideal world, the customer logged into the portal wouldbe able to see any release linked to them within the customer portal. Currently we're having to duplicate effort where we're sending this information to the customer either through one of the incident tickets attached to the ticket, or through seperate means altogether. This obviously isn't ideal. If there's an alternative way we can share release tickets through GoToAssist, by all means let us know. Thanks, KellyKellyKagool7 years agoNew Contributor2.5KViews0likes2CommentsCustomer Notification when an Incident is created on the Customer Portal
Hi, We are setting up a new service on GoToAssist for a company we will be supporting. One of their requirements is to send an email notification/confirmation to the customer when that customer creates an incident on the Customer Portal. I have attempted to achieve this through use a trigger, however no emails are being receivedfollowing incident creation. The trigger is as follows: WHEN Created/Updated : IS : Created WHAT Send Email Notification To : Customer Can anyone point me in the right direction how to achieve this? Is there an alternative approach other than through triggers? Thanks in advance GregSolvedGreg Cairns7 years agoActive Contributor2.4KViews0likes1CommentCan I pay my bill or update my billing information through phone support?
In order to stay up to date with the most effective data security measures we no longer take credit card information over the phone. To help navigate through this change we have created a support article to help guide you through updating payment information online: Change Your Payment MethodAshC7 years agoRetired GoTo Contributor1.6KViews0likes0CommentsQuality of Support
What has happened to the quality of technical support for Service Desk? I have experienced a massive deterioration with regard to technical support over the last few months. I can almost never get an answer any more. What I get over and over again is THIS email: "Here you will be able to find more especific information about GoToAssist Service Desk: https://support.logmeininc.com/gotoassist-servicedesk?c_name=prodselect" Six or eight months ago I could call and get answers to my questions, now a) I get put on hold for endless amounts of time and b) I get sent emails that rarely have the answer I'm looking for. Most often what I get the above noted link which takes me to the GoTo Assist Service Desk Help page. I assure you, I know how to get to the aforementioned page and have already been to that page prior to calling with my assistance request. What is the cause of this substantial decline in adequate support for the product?Rose217 years agoNew Contributor1.9KViews0likes3CommentsNew user not receiving email after being added to account.
Hi, We are having a similar issue with our system but this is for the initial creation of the account. The email address works as we have sent test emails to the user's email, but even on our mail filter we are not seeing any emails coming from LogMeIn as receipt that this account has been set up. Kind regards, Liamllowying7 years agoNew Member1.1KViews0likes1CommentService Desk Web Widget
Are there any plans to add a Web Widget for the Service Desk app? We would like the ability to add a link to our intranet site that people can click on for Help. Please let me know if this is available or will be available in the future. Thanks!Sarah11117 years agoNew Member1.1KViews0likes1CommentAzure Active Directory
Hello everyone, I am attempting to use my companies Azure Active Directory (Office 365) for Registration and Authenticationfor customer access on the GoToAssist Service Desk. I have been unsuccessful in all attempts to get this working correctly. I have used instructions provided by LogMeIn (: https://support.logmeininc.com/gotoassist-service-desk/help/configure-self-registration-via-active-directory-authentication-g2asd120006) as well as instructins provided by Microsoft (https://docs.microsoft.com/en-us/azure/app-service/app-service-mobile-how-to-configure-active-directory-authentication). The instructions provided by LogMeIn seem to be related to an on site AD and the instructions provided by Microsoft seem to be for a self developed application. Has anyone else intigrated Azure AD for their customer login? Could anyone provide me with some direction? Thank you in advance, JustinSolvedJHeck7 years agoNew Contributor9KViews0likes4CommentsUsers Cannot Send Emails due to RDNS issue
Please help! I've tried finding a solution on my side but I'm just not versed enough with this issue to continue troubleshooting it. When my users respond to an updated incident via email, instead of updating the ticket the email is being bounced back as undeliverable: serviceName@company.assist.com ourMailServer.com Remote Server returned '<OurMailServer.com #5.0.0 smtp;550 Missing RDNS entry.>' I've opened a support case but I've had no response. What am I missing? This was working until late last week and it is causing issues. Thank you!Solvedsfczarnecki7 years agoActive Contributor3.7KViews0likes5CommentsReport Listing Incidents with No Acitivity for Over One Week
I did a search but I'm either not recognizing the solution or outright not finding one. I need to have a report emailed daily listing all incidents that have had NO ACTIVITY at all from neither user nor customer in 7 days or more. We're trying to hone in on the incidents that have gone cold or have been forgotten. We need to know where the ball got dropped or if items just aren't being closed properly. I've tried to create such a report but I'm not seeing any date criteria referring to this and, even if I did, I'm not sure how to tell it to calculate a week. Any suggestions? Thank you.Solvedsfczarnecki7 years agoActive Contributor2.5KViews0likes3CommentsOption or Trigger to Assign Default User when Out-of-Office or Unavailable
I am an IT department of one. I use an off-site consultant for IT help desk issues when I am out of the office. Our consultant is a user on our account. Is there any way for me to toggle on/off a trigger or option that will automatically assign all incoming incidents to the consultant when I am out of the office or will not be available (think vacations, personal days, etc.)? It is important for him to get on and stay on any issues that come in while he is covering for me. During those times, I will not be watching nor responding to emails or other business communications so it is important that he is the main contact/assignee. Thank you.Solvedsfczarnecki7 years agoActive Contributor2.3KViews0likes2CommentsUser not receiving email after created case anymore.
Hello, In some moment our users stopped to receive an automated mail when a case is created. "mailer@DOMAIN.assist.com" is the sender in Settings - no one receives anything from that adress (It cannot be found under Services nor Users) When the case is created and if an update(Comment) are made into the case, the system sends automatically out an automated message from an another mail "it-operations@DOMAIN.assist.com- only when comment added. I've tried to see if "It-Operations"-account have something special specified to make this update but no. Tried to workaround this by adding a Trigger that adds an comment after a case is created - but that doesnt either help to send away an email, since the user is written as "Trigger" who put the comment. Is it simple as that the user/service for "Mailer" has to be re-created and that it sends out the mail when a case is registered. Been through all Admin settings in Service-Desk but not much more than: "Service Desk Settings/Customer Emails Sender & Footer Auto-Response Request for Feedback" These are right and correct configured, this is activated too: "Sendauto-responsewhen customer raises an incident via email" What can we look into more or where is a setting missing? Or, how to Troubleshoot this "Mailer@domain.assist.com" account? Kind Regards Nico Välimäki Edit: Our license went out in December -and got re-activated and after that we recognized these messages were gone - what are we missing? When a case is created, and an COMMENT added to it, a mail is instantly sent out telling that the case got an update, but never a mail about it being created.ITBabsan7 years agoNew Contributor2KViews0likes2CommentsI can't log in to my account
Windows 10 Firefox browser This is the error I get, and there seems to be no way around it... https://screenshots.firefox.com/Zb8nqIjU53pDrp0E/authentication.logmeininc.com It works on other computers, so I think there may be a problem with browser or firewall settings. This computer also has Covenant Eyes filter on it.RaganTechnical7 years agoNew Member1.3KViews0likes1CommentIntegration configuration between Podio and GoToAssist wanted
I would like to request an integration configuration between Podio and GoToAssist Service Desk. We are wanting our employees to create service tickets in Podio, however we want that specific information to be placed in our GoToAssist application as well, this is for auditing purposes. If you can create those connections like you have to GoToMeeting, that would be wonderful. Thank you.zimou137 years agoNew Contributor1.5KViews0likes0Commentsbase url change and v2 api
Our service desk integrationis based on the v2 api. following the base url change on 16th december, the v2 api is no longer available. Could you point me towards the correct endpoint of the v2 api so I can restore our service desk integration. Thanks.chris_99997 years agoNew Contributor2.3KViews0likes4Commentsassist.portal
Hi We would prefer to have a portal address with our own domain for our cutomers which redirects to the default domain.assist.com portal address. This doesn't seem to work as we get a certifical error (see below) Is there anyway around this? or is what we are trying to do not possible? The hostname in the website’s security certificate differs from the website you are trying to visit. Error Code: DLG_FLAGS_SEC_CERT_CN_INVALID Go on to the webpage (Not recommended)KatieE7 years agoNew Member1.6KViews0likes1CommentHow can I allow AD users to login to the service desk when working externally from the office.
I have followed the GoToAssist documentation on setting the system up for auto creation of the userswith Active Directory. This works well and users are able to go a friendly url when within the company network and automatically get passed through to the system so they can see the status of there calls or log new ones. However if a usergoes to companyname.assist.com when they are external to the network to check on a call status of log another call it does not accept there password. Is there anyway I can getit so that they canreach this URL and be able to login entering there company username and password? Thank youfor your helpChris Stewart27 years agoNew Member4.1KViews0likes5CommentsHow to delete a computer from my account and transfer it to another computer.
I need help to delete a computer that has access to my main computer and then to transferring access to a different computer. I logged in and gotto the computer page that lists all the computers I can access, but I can not delete the computer I need to delete. Any help would be greatly appreciated. Frank Llemuscounseling7 years agoNew Member1.4KViews0likes1CommentJML (Joiners Mover Leavers) Process
Hi All! Was wondering if anyone has any guides or has set up a process for Joiners / Movers / Leavers. Such as a form > approval > account creation kind of process. Currently scanning in a paper form to a ticket which is very outdated! Would be interested to find out how other people have gone about implementing this? Many Thanksjasonbyatt7 years agoNew Member1.2KViews1like0CommentsWelcome to the new GoToAssist Service Desk Community!
Hi, I am very pleased to welcome you all to our new GoToAssist Service Desk community! Along with giving our communities a new look we have also brought them all together, making it easier for you to find the information you need about LogMeIn products and services. We have some great new features for you to take advantage of like: • Giving Kudos to someone's post to show you agree with it or found it valuable • Community member rankings that highlight the community's most proactive and helpful members • The ability to name mention another community member so that they see your comment Another great benefit of this move is that we will finally be able to offer single sign on to our community members! With single sign on enabled, your LogMeIn ID will also sign you into the community so that you will be able to seamlessly navigate between your LogMeIn products and product communities. Your GoToAssist community username and content was also be carried over into the new community, and associated with your LogMeIn ID. If you do not have a LogMeIn ID, you will be asked to create one and register for the community. The community is the still the best place to share your knowledge and feedback, ask questions or get advice from fellow GoToAssist users and LogMeIn employees. I hope you enjoy the new experience! For help getting started please read the Getting Started post and Community GuidelinesGlennD7 years agoGoTo Manager1.6KViews0likes0CommentsHow To Print Incident / Change
My boss would like me to print change requests for documentation purposes. Other than just the print function from the browser, is there a way to print changes that include the plan, build, test and Live sections all in one report view (with approvers)?Paul G17 years agoNew Member2.1KViews0likes1CommentConnect to Service Desk API from Excel [E901]
I am attempting to connect to the service desk using Excel VBA. The goal is to pull ticket information from Service Desk and put it into an excel spreadsheet for Manager to view. The code is using winhttp.winhttprequest.5.1 from winhttp.dll. === Set req = CreateObject("winhttp.winhttprequest.5.1") === We're adding two headers to the request per the API documentation. Authentication and Content-Type. We've specified the authentication as Basic authentication per the API documentation. === req.setRequestHeader "Authentication", "Basic x:3a5f240c1498288e3942859ac6dda58f" req.setRequestHeader "Content-Type", "application/json" === Upon sending that request, we get the 901 response of Unknown OAuth signature method which is nowhere to be found in the documentation. Is this type of connection even possible? There is no documentation in the API doc for using VBA authentication. Side Note: I originally went directly to Service Desk Support with this question. They were unable to help so they sent me to the developers portal to post there. "I would recommend heading over to our dev center so our experts can assist you through the forums and support teams there. You can reach them athttps://goto-developer.logmeininc.com/." At the Dev center I was told "I guess you are not using the REST API documented in this forum. This portal is not about the service desk api. The API documentation might be helpful and can be found here:http://support.citrixonline.com/s/G2ASD/Help/APIDocs(link is external) If this does not answer your questions you can get support for the GoToAssist Service Desk here:http://support.citrixonline.com/en_US/GoToAssistServiceDesk/contactsearch(link is external)" Now I am posting here to see if anyone can help.Emilio17 years agoNew Member3.1KViews0likes3Comments- Marina Maffia7 years agoNew Member1.8KViews0likes1Comment
Can I create a trigger to send an email if an incident has been on hold for so many days?
I'm trying to devise a way to notify an incident's watchlist if a ticket has been on-hold for so many days (7 days, for instance). Is this possible? The solution isn't jumping out at me. Thanks!adam corriveau7 years agoNew Contributor2.7KViews0likes3Commentscodes to change or insert data
I noticed if I create a comment the leads and ends with three asterisks (***) it will bold the text. This got me wondering if there are field lookup shortcuts that can be used in a triggered comment. For example - "Thanks for the request. Please include incident # (insert incident# shortcut here) on your return." If so, where can I get a list of the commands to this? Is there a list for font formatting?Glenn38 years agoNew Member2.3KViews0likes3CommentsView Parent and Child together in "Category"
Hello All, So on my helpdesk I have a large list of ticket categories and many sub-categories to them. Now the subcategories do repeat themselves in the various categories. When I open up a ticket the top line that displays the category will show for example 'Other' and not Printer\Otheror Communication\Other. This also makes reporting a bit hard too because if I want to see all Printer related issues I have to select all the subcategories in the printer category. Is there a way to display this and have reporting also pick the category in a filter? Is there a clever trick around this maybe? I also tried using Custom Fields but that means the subcategories cant be linked to categories as Custom Fields types are only text, numbers, drop down, Boolean and no option for a tree or relational list. I am new to the product and need some help understanding the concept and limitations. Thanks in advance.Haq Saq8 years agoNew Member1.6KViews0likes1CommentWhen using the API, is it possible to Notify the Customer when Note is added to an Incident?
When I add a comment to an incident via the API, I would like to be able to notify the customer attached to the incident of that fact. I am already able to notify the customer when the incident itself is updated, but notes do not seem to share this functionality. Here is an example of the API call I am trying to make: 'curl -u x:<MY_API_TOKEN> -H "Content-Type: application/json" -d '{"comment":{"parent_id":"5290","type":"comment","note":"Here is my response"}}'https://deskapi.gotoassist.com/v1/incidents/5290/comments.json?note_type...(link is external)' Interestingly, if I add a comment via the web GUI, the notification DOES go to the Customer just as I want. Any suggestions or workarounds are greatly appreciated!Shaund Grey8 years agoNew Member1.8KViews0likes1Comment