GoToAssist Service Desk Release (38.7)
What's New?
Fixes and Improvements for Email Integration
• The Service Desk support email functionality (and the ability to use it to submit incidents via email) has been updated and improved as follows:
- When incidents are submitted via an MS Outlook email using Rich Text Format (RTF), Service Desk now parses the attached winmail.dat file and extracts any attachments embedded in these files (previously, the entire winmail.dat file was attached to the incident).
- All inline attachments are properly included in the new incident (previously, inline attachments were sometimes not added correctly)
- Fewer "email rejected" messages will be sent to account administrators.
• In addition, improvements were made to the way in which email replies are detected. As a result, the Email Integration Key is no longer needed or included as part of each user, group or customer profile.
Fixes and Improvements for File Uploader
• The file uploader functionality (used to upload attachments to text fields within records, knowledge articles and messages) has been updated and improved, as follows:
- Multiple files can now be uploaded simultaneously (IE10, Firefox, Chrome, Safari).
- Technicians can now attach files by dragging them from the desktop and dropping them into the "Add Attachments" area of a text field (IE10, Firefox, Chrome, Safari)
- Technicians can now paste image data from the clipboard directly into a text field (Chrome only).
- The following warning message now appears when users attempt to upload files larger than 50MB: "Can't upload file - it has exceeded the 50MB limit."
Fixes and Improvements for Email Integration
• The Service Desk support email functionality (and the ability to use it to submit incidents via email) has been updated and improved as follows:
- When incidents are submitted via an MS Outlook email using Rich Text Format (RTF), Service Desk now parses the attached winmail.dat file and extracts any attachments embedded in these files (previously, the entire winmail.dat file was attached to the incident).
- All inline attachments are properly included in the new incident (previously, inline attachments were sometimes not added correctly)
- Fewer "email rejected" messages will be sent to account administrators.
• In addition, improvements were made to the way in which email replies are detected. As a result, the Email Integration Key is no longer needed or included as part of each user, group or customer profile.
Fixes and Improvements for File Uploader
• The file uploader functionality (used to upload attachments to text fields within records, knowledge articles and messages) has been updated and improved, as follows:
- Multiple files can now be uploaded simultaneously (IE10, Firefox, Chrome, Safari).
- Technicians can now attach files by dragging them from the desktop and dropping them into the "Add Attachments" area of a text field (IE10, Firefox, Chrome, Safari)
- Technicians can now paste image data from the clipboard directly into a text field (Chrome only).
- The following warning message now appears when users attempt to upload files larger than 50MB: "Can't upload file - it has exceeded the 50MB limit."
