Can I change a custom field on an Incident through the API?
We are already using the API to retrieve all Incidents and other data from ServiceDesk however we are now trying to update incidents in the system via the API. We are looking to populate a custom field on the Incident type with a custom string based on some logic we will perform in our local program. I cannot find how to send the custom field data via the put http request. In the documentation no custom fields are mentioned. Thanks, AndreasAndreas Felder10 years agoNew Member1.2KViews0likes1CommentDisplaying number of current open tickets - team wide
On the servicedesk dashboard, my staff default view is 'all open tickets'. It would be nice if the number of open tickets would be displayed at top of this page, so the team is aware of where we are at (ie, if we are under 50 open tickets total, we are doing good, if we are at 75 then we need to review, if we are at 100 then we are way behind)Matt K110 years agoNew Member1.1KViews0likes1CommentTables for viewing incidents need to be customizable
Tables and reports where you view existing incidents in the system need to be customizable. If would be very useful at a glance to see information from custom fields, or even more simply information from existing incident standard field that were excluded from the table listing.Kevin Goodman11 years agoNew Member852Views0likes0CommentsTriggers need to allow for more actions
Triggers are very limited in what they can do. We would love for the functionality to be expanded to trigger activities outside of the current ticket. For example: -trigger the use of a template for a newly created ticket -Create new tickets from an existing ticket -Send reports -And send those reports to a specific non user/customer email address -update time based activitiesKevin Goodman11 years agoNew Member1KViews0likes0CommentsNeed to be able to organize ALL fields on an incident
It would be very helpful if we had more control over how an incident looked on a portal. Primarily we'd like control over how all the fields are ordered on the portal for a service. Allowing use to show/hide default fields like title and description. But also allowing custom fields to be ordered before these default fields. Lastly we would like to add a note field instead of all custom fields being single line.Kevin Goodman11 years agoNew Member832Views0likes0CommentsService Desk needs better time tracking functionality
(This is more feedback than anything else.) We are an IT consulting firm servicing small, medium, and large customers. I've been evaluating a number of service desk platforms over the past few weeks to replace our existing system and I keep coming back to GoToAssist. We already use GTA Remote Support so it would be a great fit for us from that standpoint. We've already signed up for the service and are on our 30-day trial period (we already used up the free trial and needed more time to evaluate). The users I've assigned to test Service Desk really like how it works. Out of all of the platforms we've tried, SD visually looks the best and is easy for people to understand and use. We've got one major sticking point right now that will likely be the reason we have to continue our search for a new platform elsewhere: very limited time tracking options. Based on other threads in this forum, it's clear that other users have had similar issues with SD. It really comes down to the fact that we service many different customers and good time tracking is what stands between us getting paid or not. Here are our main problems: 1. No ability to add custom fields to time entries. Asking engineers to remember various codes entered in the time entry comment field is unrealistic and prone to mistakes. Due to some 'creative' tax laws in our state, some of the time logged for a single incident may be taxable, some of it may not. Our current solution has a drop-down with a number of pre-defined activity types which are mapped to either taxable or non. There is currently no way to do this in Service Desk. 2. Time entries are not at all tied to any specific comment / message / update made by an engineer. We need the ability to attach a time entry to ALL updates. If an engineer logs a comment in an incident, we need the ability to enter time specifically for that work, not just track it globally for the entire ticket. This includes tracking the custom field mentioned above. 3. No built-in timer. Ideally, we want to make time entry less of a hassle for engineers. They should be able to click a timer when they start working on an incident, type in what they did in an associated comment, and hit pause/stop when finished. This also ties into the previous two items. As I mentioned before, I see that other people have asked about these sorts of things and the replies from Citrix are generally "it's on the list, but not a priority." I can't think of any priority higher than making sure the people using your service are able to properly bill their own customers. Thanks BrentBrent Neste11 years agoNew Member985Views0likes0CommentsWorking with Service Desk offline
Is there any way to work with the Helpdesk Service desk "Offline". I feel that a workstation client that syncs changes would work well for me. Has anyone figured out a solution for updating information while working offline?Carrie Boelke11 years agoNew Member997Views0likes1CommentAutomatic Incident, Problem, Change linking
When a Change linked to a Release, it would be nice if all "linked" items would, at least optionally, be added to the Release as well. In other words when I add a Change to a Release, all of the CI's, related Problems and Incidents should also be added. And this should apply to Change as well. When a problem is added to a Change, the linked items should also, at least optionally, be added as well. Thanks, Mike.Michael Earl11 years agoNew Member876Views0likes0CommentsService Icons via the Customer Portal
Would be nice if Customers can see the Service icons that you can tag to a Service.Bcshay11 years agoActive Contributor1.1KViews0likes1CommentAD Auth for Named Users
Active Directory Domain Services Authentication for Named Users. Our Service Desk is internal only and we have InfoSec Password Policies in our domain. AD Authentication for Service Desk only applies to Customers but it should also have the ability to apply to Users. Our Service Desks techs need to manage a separate password and are no longer compliant with our internal password policies.Bcshay11 years agoActive Contributor1KViews0likes1CommentGoToAssist Service Desk (42.7 Web) Release
Hi, Over the next couple of days we will be updating GoToAssist Service Desk with the following: New Layout for "Notify Watchlist" Section • The "Notify Watchlist" section at the bottom of each Service Desk record has a new look and feel. Current look New look Technicians will be able to quickly add other users to a watchlist. New Format (HTML) for "Updated Record" Emails sent from Service Desk • The automatic Updated Record emails sent from the Service Desk system are now sent in HTML format and have a new look and feel. Previously, these emails were sent in plain text format. Other email types (e.g., Activation emails, Forgot Password emails, Auto-Response emails) will continue to be sent using plain text emails. This will be enabled for everyone around 1/18/2014 1. Technician emails include details about the incident record, the update for which the email was sent and a link to the record within Service Desk. Current Look New Look 2. Customer emails include limited information about the incident record, the update for which the email was sent and a link to the record within the Customer Portal (if the customer has portal access). Real-Time Updates to "Notification" Entries in Activity Section • When an update is made to a record, the Activity section now displays the real-time status of the notification emails. This gives an extra level of transparency into the system, and lets technicians know exactly who has or hasn't received an email notification. • Once an update is made, a "Notifications Pending" entry indicates that notification emails have not yet been delivered to the relevant technicians or customers. Once emails are sent, the entry is dynamically updated (without requiring a page refresh) with the people that were notified (e.g., "Notified: [user name]"). Additional "Action" Option for Triggers ("Re-Open") • When creating triggers, a new "Re-open" option for is now available in the Action drop-down menu (i.e., "What do you want to happen?"). This allows technicians to have records automatically re-opened when certain criteria is met (e.g., if a customer updates an incident after it's already been closed). New "Order By" Option for Sorting Dashboard Entries ("Assignee") • Technicians can now sort incident, problem, change, release and knowledge dashboard entries by "Assignee." Entries will be sorted into "Assignee" sections, which can be helpful for viewing how many incidents are assigned to a particular person or group. Nested Categories (previously Labs) • Administrators can now create subcategories under categories for incidents and problems (Configure > Services > [select service] > [Incidents or Problems] > Categories), allowing them to further customize the categorization of their records (e.g., for complex services, to increase the level of detail for reporting). Previously, only categories were available. • Once administrators have configured categories and subcategories, technicians will see them listed in the Category drop-down menu in incidents and problems. If technicians search for a subcategory, the results will also display which category it is included under. Full release notes will be posted to the GoToAssist Blog once the release is live. http://blog.gotoassist.com/release-no...GlennD11 years agoGoTo Manager4.9KViews0likes32Comments1 e-mail thread, 1 Ticket
My company has been using Service desk for a few months now, and we have ironed out alot of "issues" with the way Service Desk works. One ongoing issue we do have is how the Service Desk handles an "email conversation" (email thread) So the way we have our system setup is that you send an e-mail to SUPPORT, Service desk generates a ticket from that email. Which is fine, the problem is when that original e-mail has CC'd people or even the original sender responding to the same e-mail (same subject but might have "RE:" at the start), Service Desk creates a new ticket, which again makes sense because its a new e-mail in the SUPPORT mailbox as far as Service Desk is concerned. This naturally can created a flood of new tickets if the end user doesn't replay to the Service Desk e-mail. Ive already spoken to Citrix support about this and there is no built in feature that can do this or rules. Would be a nice feature, I know you can link tickets, but the way it links the information in the ticket is a bit messyJWJ11 years agoNew Member2KViews0likes3CommentsAll Change Approvers are not Options when Selecting Approver
Only one 'User' gets displayed as an 'Approver', even though there are multiple 'Users' that have been granted 'Change' 'Approver' rights when one clicks on 'Submit For Approval' at the bottom of a 'Change'.John Juonie11 years agoNew Member1.8KViews0likes3CommentsTrigger based on Keyword
I need to create a trigger that can assign a default priority based on the domain of the senders email address but I cannot figure out a way to do this-it cannot be user specific-I need to create a trigger that says if Email has @whatever.com in it, then default priority is urgentLynn Coleman11 years agoNew Member1.5KViews0likes2CommentsHow do you add someone to Watchlist for a Service
How do I add someone to a watchlist for a particular service? One of my users belongs to multiple services and used to be on the watchlist for all of them but now when incidents are created, she no longer sees them because she is no longer on the watchlist. How do I add her back?Lynn Coleman11 years agoNew Member1.5KViews0likes1CommentIncident notifications
Whenever we create a ticket, the system never copies the originator on it even though they are in the Watchlist. Adding ourselves as customer, means we are not notified unless the Notify Customer box is checked, which almost never happens. We've also tried entering ourselves as an external customer but that makes the ticket behave differently, and we still aren't copied on everything. If we don’t get updates on self-created tickets, then it's easy to lose track of them. Is there another option?Lisa E11 years agoNew Member1.7KViews0likes1Comment- Mike Suding11 years agoActive Contributor1.4KViews0likes1Comment
Remove Inactive users - Change email address
How do i remove an inactive user from Service Desk? or how do i change the email address associated with a user? I have had two users that I have needed to do this on today (neither have access to the old email accounts). There needs to be an easier way to do thisinfo11111 years agoNew Member4.8KViews0likes12CommentsCase Sensitivity Changes
Changes in case sensitivity don't make sense. I have a Group with a name that includes specific case sensitivity, such as "iPad Users". However when this group is sorted in a list, such as Incidents Dashboard, the application normalizes all of the text so that it displays as "Ipad Users" This simply doesn't make sense to do.Brad1111 years agoNew Member1KViews0likes1CommentVisible Messages on Overview Dashboard
I would like to see the ability for select messages to be displayed on the overview dashboard. If there is a scheduled outage it would be nice for our employees to be reminded of that every day when they login and be able to ask questions about it right there. In another if example a utility company accidentally cuts some of our fiber causing an outage it would be nice to have a way to force mass notification. Even a high priority known problem with watch listing just isn't going to get the same attention as a dashboard notice.Nate Runge11 years agoNew Member1.1KViews0likes1CommentIssues Managing SubStatuses (Not Resolved Statuses)
We used the functionality to create Not Resolved Statuses (we call them sub-statuses). These are nice for sorting, however, it's necessary for us to have the ability to use these in Reports/Views (and subsequent email functionality from Reports). It would also be helpful to have this available in Triggers. Is there anyway for us to use these Statuses with Reports??Brad1111 years agoNew Member1.9KViews0likes3CommentsArticles that expire
I'd like to be able to set a trigger for a knowledge article based on a custom field. ie. I have an article that is only good until "x" date. I create a custom field to set that date. Then I'd (ideally but not available now) create a trigger to "close" the article when "x" date arrives.Jasons1611 years agoNew Member1.3KViews0likes1CommentNew Service Desk feature: Triggers!
We’re happy to announce today a new productivity-enhancing feature – Triggers – for GoToAssist Service Desk. With triggers, admins and technicians can now set up customized rules to initiate an action when a specific event occurs. Easily implement automated triggers that specify “if this occurs, then do that” for even better management of your helpdesk. You can create triggers on a per-service and/or account-wide basis. Creating triggers enables technicians to set up specific criteria about what incident or event sets creates a trigger record, as well as create basic workflows and routing. Triggers can be implemented for incidents, problems, changes, releases or knowledge articles. Here are few example use cases: 1. Automatically assign new incidents to a specific person if the incident’s type is “Query,” “Feature Request” or “Feedback.” 2. If an incident is of a certain type, then add to the watch list. 3. If an incident has more than x number of hours spent on it, then post a comment and add to the watch list. 4. When a specific category is entered for a ticket, then assign to a specific person (eg. assign network related tickets to Nick). 5. When a ticket is raised by a specific client/end user, then set priority to P1 or assign to a specific team. 6. When status has changed to “Not resolved – waiting for customer,” then stop the clock. 7. When ticket title contains the word “urgent,” then set priority to P1.GlennD11 years agoGoTo Manager2.1KViews0likes4CommentsGoToAssist Service Desk (43.4 Web) Release
Hi, We have released an update for GoToAssist Service Desk. Highlight The new HTML Email format has been enabled for all customers. What’s New Display inline attachments in emails sent to and from Service Desk When inline attachments are included in emails sent to Service Desk, any incidents that are automatically created from the email (if incident creation via email is enabled) now properly display the inline attachment in the “Symptom” text field . This makes it easier for customers to illustrate their problems using screenshots and images. Similarly, when inline attachments are included in the details text fields (e.g., symptom, discussion) of a record, any automatic Update emails sent from Service Desk now properly display the attachment inline. This makes it easier to provide support to customers using screenshots and images.GlennD11 years agoGoTo Manager3.6KViews0likes9CommentsToDo/Projects TAB in service Desk
I like the convenience of Service Desk. Customers can login and create tickets as they need to. As technicians, we also create tickets related to an issue; As well, we create a ticket due to a current project we're working on. I've also noticed I've been using Service Desk as my ToDo List. I use service desk everyday and I like the convience of it. It would be great for me to have a Projects Tabs and group all related tasks under that project and a ToDo Tab as well. What do you think?George Sutherla11 years agoNew Member1.1KViews0likes1CommentSave time by using saved replies
I'm currently setting up my new Service Desk account and love how easy it is to customise. The only feature which i am having problems locating is where to setup standard responses. These are saved replies which you can insert into your comments that allows you to save time when using standard paragraphs. For example if a customer sends me a support ticket but is vague about the nature of the issue i would typically (in previous support system) choose the saved response 'more info required' which inserts a paragraph to the customer asking for additional information to be sent.James Powell11 years agoNew Member1.8KViews0likes3CommentsService Desk Mobile app (for Customer) or a Mobile Friendly Customer Portal website.
Could we have a Service Desk Mobile App (for Customer) to access Service Desk feature as the current Customer Portal website is not mobile friendly. If not, perhaps, the current Customer Portal service desk website can be redesigned to be more mobile friendly (fit small screen devices, less horizontal scrolling, etc). Ken.Ken Lee Chua11 years agoNew Member1.3KViews0likes1CommentNon-working days import
I want to add all weekends and public holidays to the Non-Working Days in the Account-Wide Settings. There doesn't seem to be an import option??? How can I easily do this in bulk rather than adding each date manually one at a time?Damo111 years agoNew Member1.2KViews0likes1CommentCustom Ticket Numbering
I'd like the option to be able to customize how incidents, changes, and problems are numbered to comply with upcoming internal policies. I'm alright with the current auto-number-start-from-zero configuration, but I'd like to be able to have a few prefix fields that could either be variables, fixed characters, or fields such as year and julian date, with the option of restarting each day with ticket #1. Example: The first ticket today would be 20130352001 (Year Julian Date Ticket#). I'm thinking long term it would be nice to immediately know when a ticket was opened simply by looking at the number.JasonUsesG2A11 years agoNew Member1.2KViews0likes1CommentTrigger to email user is criteria is met/not met?
I have been generating some triggers and most are simple and effective, unfortunately the most important action doesn't seem to be available. What we require is a action that generates an email to alert support staff / management if an incident has not been assigned within a specified timeframe. This helps us to ensure that our customers are serviced in the correct manner and no incidents are missed. What we would like to see is: Incident status: is: "Pending - Action" Created at: was: "xx hours/days ago" Action = email group: "support" template: Unassigned Is this something that would be possible or is there anything like this in the roadmap? Many Thanks, BenBen Wilson11 years agoNew Member1.7KViews0likes2CommentsIs there a way to send a daily report to users with overdue incidents assigned to them?
I am trying to improve the service levels of my team, and in some other tools I have seen the ability to send a daily report to each user with a list of overdue tickets assigned to them. Is this possible?jsips11 years agoNew Member2.5KViews0likes4CommentsGoToAssist 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."GlennD11 years agoGoTo Manager4.1KViews0likes22CommentsMass Actions Options
Is there a way when using the Mass Actions option to do any of the following: -Link the selected incidents to a problem/change/release or another incident -Resolve the incidents -Add a comment in the resolution section for selected incidents -Access the Mass Actions through the dashboardDavid411111 years agoNew Member2KViews0likes3CommentsInclude CI on template
Can we add the ability to link CIs to templates? For example, I'm setting up some templates, one of which is to perform monthly maintenance on servers. I'd like to link various servers to this template, so that when I create a new ticket based on the template each time I don't have to manually link the items. I don't see that ability. Thanks.JasonUsesG2A11 years agoNew Member1.4KViews0likes1CommentIt would be great if we could move to next incident in a report from within an incident
As it is now, I run a report and click on an incident. If I want to look at the next one, I have to go back and then click on the next incident. It would be a great time saver if there was an arrow to move to the next incident from within the first one.Randy211 years agoNew Member1.2KViews0likes1CommentRead-only access to issues
Hi all Does anyone know if it's possibly to give other users at least read-only access to issues that others have created? I should be able to email a link to an issue so others can view and follow the progress. When I email links or when other users search by issue number, nothing is found :(Joshua Oakes12 years agoNew Member1.5KViews0likes1CommentCan there be more ways to Save while in the New Incident page
I've noticed that while in the Incident Title field, I can press Shift-Enter to Save but this doesn't work while in other fields. Would it be possible to add this functionality to the whole page (or at least some other fields)? Also, another Save button on the New Incident page (located at the top of the page) would be much appreciated. For some of our users, we won't be putting in much detail and it's kind of tedious to have to scroll to the bottom to click on the Save button.Randy212 years agoNew Member1.3KViews0likes1Comment