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Name Changes in Resolve Help Desk + GoTo Connect
Hello, not sure If we have a unique situation or not, but I wanted to highlight, what I believe is odd intended behaviour from Resolve and GoTo Connect on name changes in the Help Desk system. Where I am specifically referring to is users that submit Helpdesk tickets to us, not our agents. Our users primarily submit tickets to us using email. Once they send in an email they get added to the list of users in the "Manage users" section, that can be accessed (only place I can find a way to access this list), from the drop down of "Submitted by". First, there is no way to modify users when they are on that list, you can delete them and read them, but that creates problems as we see. BUT in our situation, when we have a User that is Both in GoTo Connect and then in LogMeIn Resolve, If we change the name of the user in GoTo Connect, it then in Resolve gets locked to the old name. We have two situations where this is happening, and where we believe we should be able to update the name on the account for legitimate business reasons. Common email account (ie. weddings@email.com ) - In this case we have a location where we have a dedicated employee or contractor that uses a general email, but they switch out the employee when they are promoted or let go, we change the name GoTo Connect (In this case we didn't delete, just changed the name), then the new user will send in a helpdesk ticket and it will then still show the old name. We manually try to change it, with the new user, reflected in Managed Users and in the User management section of Resolve admin, but no dice, it always reverts back to the old user Different name and different email address - In this case we have a user that is retiring, a new user is taking over her position. In GoTo Connect we did NOT delete the old users account, we simply edited the name and email address since they would be using the same extension, phone number and desk phone. Once that was done, in Resolve, now when the new user sends in a ticket request(ie. Justin), its still locked to old user name (ie. Elizabeth) We have tried deleting all accounts in both Connect, Resolve and under Managed Users, then tried to recreate them but still, we get the same behavior, its almost as if once the change is made its like forever stuck in Resolve. We haven't tried Deleting the Connect account first before we edit or rather recreate the account with a new name or anything, haven't had a new employee yet to try it that way since we have encountered this> We placed a case with Support, #: 21234177, and in that ticket they stated that it was intended behaviour for Resolve to act like this, but I didn't notice the connection between Connect and Resolve before that ticket closed. BUT i would like to make a case that we should be allowed to update the name of the user or profile as they called it. What are we supposed to do with users in out help desk system when they don't have the correct name? That doesn't make sense from a HelpDesk or business case.
Device list and inventory list link
Hi, Found out about an issue: I had device hostname SMA00388 . Then agent was removed and Windows was reinstalled on the device, therefore it was deleted from Devices list. Then after configuring a computer again with same hostname and adding it to devices all seems fine, but the link between Devices and Invetory items is deactivated I saw i can activate it again on inventory item with that Then the link button starts working again and i can click it But it sends me to the link below, which then says that there is no device like that And when i manually go to the device with that hostname and look at the link in the browser - it looks abosolutely differently. So a question how to enable a link with added again device? And if it is not possible what is even the point of "activating link" again button?Admin panel users auto assign product
Hi, So since we have 1 MDM license, and its a part of package Resolve Premium paid (concurent) I noticed we are having troubles with automatically assigning the license product to the agent So the sync gives error that there is not enough licenses to assign. But i cannot break it, that i do not want to aassign MDM to all, only remote support and helpdesk possibility And i cannot adjust anyhow the rule, since all of that goes as package as i understand, how to handle that situation?Sync delete task for user
Hi, Not sure if anyone noticed it, but i tested users sync from Entra/Azure to Goto Organization and Admin panel And when new user is created - provision sends data about user to goto, and user is created But when i remove user from the "sync group" or even delete the user, and then try to sync, it says below on the action that has been processed. But on the Organization and Admin panel side user persists. And when i run the provision again in Entra, i see the delete task was actually sent to Goto, but nothing then was removed up there as i mentioned. And when i run the User sync in the Admin panel in goto afterwards, i see also that nothing changed Can anyone suggest what is going wrong in here?
Terminal server not connect to the right User
Good morning, I will try to explain my problem, for about 5/6 days, when I perform a remote control on a Terminal server, I can no longer connect to the administrator account, until a few days ago it made me log in automatically, while now it only offers me active sessions, with the consequence that it makes me log in to an account in use!, this thing did not happen before, I have already checked the windows part and everything seems ok, could it be a problem with the new agent in version 1.24.1.6020? Greetings CristianoReset Antivirus report
Hello, I wanted to know if it is possible in some way to reset the antivirus threats to zero, it happens many times that after having detected a threat with third-party antivirus such as, Kasperky, and even having physically eliminated the threat the antivirus report always signals the threat (see attachment), this thing is very annoying to have to see non-existent alarms. Any ideas about? , thanks Cristiano
Resolve Basic - Intune Deployment for Attended Support
Good day all, We just got signed up for Resolve Basic, and I am unsure how to proceed with deploying the applet for Resolve for regular attended support (vs unattended, since we don't have enough licenses for all of those devices). I got the Unattended MSI installer, but I don't know if this offers the connectivity we need, and of course, it needs to be able to run in admin mode without a user having admin rights. Functionally, this is just for an as-needed remote support situation - we have zero need for unattended support. I want to make sure I'm doing it correctly the first time. I was also able to grab the Resolve.exe package for the support applet, but of course I don't know the correct install/uninstall switches for it, or if that will even work if I deploy it for everyone. Thanks! - Katie
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