How can I make a call to the API for incidents that have been closed?
Currently I'm able to use the API to gather open incidents. I would like to be able to do the same thing for closed incidents so that I can view a history of incidents, and be able to tell how long they take to be closed. I'm using the information found at: http://www.beetil.com/api/Andrew Evans12 years agoNew Member2.3KViews0likes2CommentsIs it possible to add 'Fixed' as an option when closing a Problem?
Hi Guys When closing a Problem on the Service Desk the only options we have are Workaround and No Workaround... Kind of stating the obvious but if a problem is fixed without the need for a workaround then having that as an option makes senseGeoff11112 years agoNew Member1.7KViews0likes2CommentsEdit the Wecome e-mail
Would like to see the Welcome e-mail for Service Desk be editable. We go to a lot of work promoting we have a great new server to offer you. Then they get a generic almost SPAM looking e-mail welcoming them. I think this should be much better because it is the first people will see from the system.Carl Earl12 years agoNew Member1.3KViews0likes1CommentWhat is the maximum character limit for when putting in comments?
For our releases, our Tech puts in the log file into the comments section of a release. We are finding that not all the log information is getting put into the comments list, so it begs the question, what is the character/word limit for updates/comments in GTASD? Thanks CarlCarl Rex12 years agoNew Member1.8KViews0likes3CommentsAdditional branching logic needed
Please add some branching logic to the customer facing ticket so I can get more than just a cryptic message from my customer of what the issue is? I would like to have dropdowns that show up depending on the previous selection. (If I select Connectivity, I will get another dropdown to further catergorize, If I select Software issue, I will get a list of software to further categorize the issue) Please tell me this is coming soon!!Lynn Coleman12 years agoNew Member1.3KViews0likes1CommentGlobal Issue - which users can link to rather than create new ticket
I would like to see the ability to post Global issues on the customer facing portal which the users could simply click on to add a ticket in thier name. That way when you close the global issue, all the people who linked to it, would get notified that the issue was resolved. (i.e. Exchange is down-each user could link to the issue rather than create a new ticket every time someone logs in.) It would be nice to be able to let people know about Global issues as soon as they log in.Lynn Coleman12 years agoNew Member1.3KViews0likes1Commenttemplates for hardware
Hi, I would like to ask if it is possible to copy a hardware item including all the additional items so it can be used as an template for a new item For example: I have already created a CI for a certain make and type laptop and I just bought a new one which only will be different in serialnumber and name. I don't want to have all the hassle with creating this Ci from scratch while I have an identical item already entered in my CI's Hope you can help me outDebbie111112 years agoNew Member1.5KViews0likes1CommentShow in Portal check by default
One of the main reasons my company went to a dedicated ticketing system like service desk was to centrally manage our IT issues in a efficient and organized manner. For the most part ServiceDesk has done this. An issue I've run into is the option to "Show in Portal" for end users (customers). By default when a user creates/submits there own ticket via e-mail or portal, "Show in Portal" is checked by default. When a User (technician) creates a ticket this option is turn off by default. From what Ive seen there is no way to set this by default. The issue we run into is small but has a big impact on certain customers we just so happen to forget to check this option. Can this be a toggle under the config options?JWJ12 years agoNew Member1.9KViews0likes2CommentsGoToAssist Service Desk (17.13 Web) Release
SUMMARY: - Billable flag on time entries - Linking customers to Problems, Changes and Releases - Cosmetic improvements to service reports - New permission to override due date http://blog.gotoassist.com/release-no...GlennD12 years agoGoTo Manager2.2KViews0likes4CommentsGoToAssist Service Desk (16.4 Web) Release
Hi, On 4/15/2013 we released an update to GoToAssist Service Desk, here are the highlights: - URL Changes (desk.gotoassist.com and deskapi.gotoassist.com) - Customer Portal in Spanish, French, Italian, German and Portuguese - Ability to Change Service Names - Account and Technician API Tokens - New "Create Incident for Customer" API Call Full details can be found in the Release notes located on the GoToAssist Blog: http://blog.gotoassist.com/release-no...GlennD12 years agoGoTo Manager910Views0likes0CommentsViewing Company Name in Incident Dashboard
We are a software company and we are using Service Desk to gather our clients' requests for software support. When we are using the Incident Dashboard, we would love to be able to see the Company's name which is tied to the Customer that has entered the Incident. Our hierarchy is that our clients are all Companies and then each Company has Customers. When an incident is entered by a Customer, there is a Company attached to them. Since there can be multiple Customers per Company it would be beneficial to see in the Incident Dashboard quickly if there are multiple Incidents open under the same Company so when we call upon them we can resolve all of their open incidents at once. Being able to view the Company name from the Incident Dashboard would give us that information without having to open up each incident and then opening up the company and reviewing all open incidents.shonnam@oasys.u12 years agoNew Contributor1.3KViews0likes1CommentViewing Time Zone in Incident Dashboard
We are a software company and we are using Service Desk to gather our clients' requests for software support. When we are using the Incident Dashboard, we would love to be able to see the Company's time zone which is entered under the Company. Our hierarchy is that our clients are all Companies and then each Company has Customers. When an incident is entered by a Customer, there is a Company attached to them. We have clients all around the world and need to know what time zone they are in prior to assisting them so that we are calling upon them when they are actually in their offices. Being able to view the time zone of the Company from the Incident Dashboard would give us that information without having to open up each incident and then opening up the company.shonnam@oasys.u12 years agoNew Contributor1.5KViews0likes1CommentAllow for Email Blasts to All Customers in a Company
At one of the companies I am working with, there will be a network switchover that will affect all customers. Currently, I can post a message to the Customers that will show up on their message section on the support portal, however, that pre-supposes that people actually log in to check the messages rather than just following their own specific incidents. I could also send a mass-email of my own to the Customers in the Company, however, that is a serious pain. What I would like is a feature that would allow me to email Blast the message to all Customers (or a subset if that is possible) in the Company informing them of the upcoming change, what it means to them, when it will be, etc. Communicating that in advance will substantially cut down on the nuisance calls that will inevitably occur when the change comes about. I have found that more informed my customers are in advance, the happier they are. Since Service Desk makes me happy, I just want to share the joy. As for those who are concerned about spamming, the fact is that Customers of Service Desk specifically have opted in for notifications from the service. Spam is not an issue in this scenario.Rock Creek Solu12 years agoActive Contributor2.9KViews0likes5CommentsAllow for Posting Video in Knowledge Base Articles or Incident Responses
I often have training videos, walkthroughs or tutorials that would work nicely in resolving customer incidents or questions. I would like to be able to include these either in a knowledge base article or in the incident response itself. In a way, Citrix is already doing this for itself, consider the introductory videos that show up when a new user signs into Service Desk. This would be a major time saver for my company. Currently, the best we can do is post the video to an external site and then post a link in the knowledge base or incident response. I want my customers to spend plenty of time in the portal: searching other incidents, reading knowledge base articles -- and hopefully soon -- watching my custom training videos.Rock Creek Solu12 years agoActive Contributor1.4KViews0likes1CommentAllow Customers to Be Assigned to Multiple Companies
I have a few companies that share employees (customers). In these cases, it makes sense that the employee be assigned to both companies. This is especially true with regard to contracted employees, including some local IT. I have no desire to turn these persons into Users, however, they do have a need to be able to look in on incidents occurring at both companies. I would like to be able to assign these "floating" employees to both companies, so that they have access to the knowledge base articles and incidents from both companies.Rock Creek Solu12 years agoActive Contributor1.5KViews0likes1Comment