how do i delete an attachment from a comment
an attachment was added to a knowledge article yesterday but this document is incorrect. I want to now delete it and add the correct doc. I can edit the comment, go through the 'delete attachment' process and am informed the attachment is deletedbut when the article is updated the attachment is still there. any ideas?andrew sinnott9 years agoNew Member1.7KViews0likes5CommentsHow to notify client base of a published release with release notes?
As a software development firm we publish numerous Public and Beta releases each year. Every program change stems from a customer incident and is assigned to a release. Release Notes are documented on the program change which is then coded, tested and set ready for release. How can we setup jobs in Service Desk to: 1) E-mail every customer who initiated an incident when the related program change has been released with the release notes of that program change. 2) E-mail a pre-defined list of customers (ie our Beta customers) the entire listing of release notes for the Beta release that was just published? Thanks in advance for any assistance in this matter. Regards, Dave Kiley Manager, Customer Service/QC Axiom Software LtdDavid Kiley9 years agoNew Member832Views0likes1Commentemail issue
One of our clients has reported that their mail filtering is picking up our emails from GoToAssist due to an issue with the Beetil SPF records: the domain used (betil.com) having an incorrect SPF record. See below analysis from http://www.kitterman.com/spf/validate.html SPF record lookup and validation for: beetil.com SPF records are published in DNS as TXT records. The TXT records found for your domain are: v=spf1 ip4:67.217.85.1/28 ip4:2 16.219.119.1/28 ip4:67.217.84.1/28 ip4:64.74.80.20/30 ip4:66.151.158.11 ip4:66.1 51.158.22 ip4:216.219.126.0/24 ip4:66.151.158.10 ip4:216.219.116.26 ip4:67.217.6 7.26 -all Checking to see if there is a valid SPF record. Found v=spf1 record for beetil.com: v=spf1 ip4:67.217.85.1/28 ip4:2 16.219.119.1/28 ip4:67.217.84.1/28 ip4:64.74.80.20/30 ip4:66.151.158.11 ip4:66.1 51.158.22 ip4:216.219.126.0/24 ip4:66.151.158.10 ip4:216.219.116.26 ip4:67.217.6 7.26 -all evaluating... Results - PermError SPF Permanent Error: Invalid IP4 address: ip4:2Braiden19 years agoNew Member1.4KViews0likes1CommentSchedule & queue for reports
I have some reports set up with Mass Actions that take place on the incidents within the report's criteria. For example, I have a report schedule to run everyday at 11PM that will change the status of the incident where the Status is Resolved - Resolved and their has been no response from the customer since "Yesterday". I would like to be able to only schedule this action to take place on Weekdays, but the only selections I have are to run them by hour, days, weeks, and months.Jan219 years agoNew Member859Views0likes0CommentsCategories - is there a way to change the order they are shown in
Categories - is there a way to change the order they are shown in, they are currently alphabetical. i would prefer for them to be by most common issues as i have trouble with end user posting everything to Anti Virus. many Thanks IanIan119 years agoNew Member779Views0likes2CommentsMore "Group By" sorting options on Dashboard
Currently, the "Group By" feature on the Incident Dashboard is limited to 8 default options, and that's the only way you can re-order the view of incidents. However, the Customize Columns section offers all sorts of additional columns to display - yet you can't "Group By" the majority of them! For instance, I can add a column for "Type" so I can see at a glance what types of issues are coming up. But I can't "Group By" Type. Seems like the simplest solution would be to allow users to click directly on any column heading to sort by that column. So to sort by Priority, I click on the Priority column heading. If I want to sort by Type, I could add a column for Type and then click on the Type column heading. Thanks for considering, MikeMike Nemer9 years agoActive Contributor1KViews1like1CommentTrigger Results for Watchlists
There seems to be a lack of trigger results that impact the Watchlist. Specifically: There's no trigger result for removing someone from the Internal Watchlist. There's a trigger result foradding someone to the Internal Watchlist - so why not for removing someone from the Internal Watchlist? There's no trigger result for adding/removing specific email address to/from the External Watchlist. Sometimes I have a specific external email address I either want added or removed from the External Watchlist based on other criteria - but there's no functionality for that. It just seems silly that the only function you can really do isadd someone to the Internal Watchlist and nothing else. Thanks for considering, MikeMike Nemer9 years agoActive Contributor934Views0likes0CommentsOption to Alphabetize Lists, instead of being forced to
It would be nice if the Custom Field: Select from List drop downs gave us theoption of alphabetizing the list, instead of forcing it upon us. There are times when I want to present a list of options in specific order that is not alpha-order dependent. Would be great if the Select from List items defaulted to remain in the order you entered, with a simple checkbox you could click on the side saying "Alphabetize List?" Thanks for considering, MikeMike Nemer9 years agoActive Contributor739Views0likes0CommentsAuto Response to an email submission from an unrecognized Customer
In Service Desk, How can you configure it such that if a new incident is submitted via an email from an unrecognized email address, (not listed under Customer) that Service Desk auto respond to that email advising them to call or submit ticket internally to an approved support contact? David Kiley C/S QC Manager Axiom Software, LtdDavid Kiley9 years agoNew Member533Views0likes0CommentsSharePoint Online Integration
We use SharePoint Online for our intranet. We would like to have Service Desk integration including the KB. We would like our users to be able to go to the IT section and create a ticket and go to the KB for the articles we choose for them to see.Jonah Bjorkman9 years agoNew Member823Views0likes0CommentsOnce the last task has been closed, automatically close the incident
I tried looking for an answer or feedback on this particular issue but I had no luck, I'm new to Service Desk so I'm not sure if this is even possible, any help will be greatly appreciated it. Question: Is there any way to automatically close an incident once last task has been completed? For example: We received a request from JoAnn in Human Resources of a new hire starting next week. An incident with multiple tasks is created by Robert, our Service Desk Manager: Task 1: Establish network access, Task Owner: John, Due Date: Thursday Task 2: Setup Computer, Task Owner: Steve, Due Date: Friday Task 3: Train New Hire: Task Owner: Christi, Due Date: Monday Ideally, once the last person in our task list, in this case, Task 3, once Christi meets with the new hire and closes her task, the incident would automatically be closed, is this possible?Homes9 years agoNew Member886Views0likes0CommentsService Desk Report of user activity
Hello! I'm new to service desk, and I was wondering if there was a way to run a report to see activity for users (technicians). We have recently added a few users to support the company by answering incidents and I'm looking to see how long they are in the system each day working incidents and/or how many incidents they are working each. I have found the Incident Reporting Engine in the reports, but the only way that I could find something user focused was to group by resolver. Unfortunately multiple users could be commenting on each incident and only one can resolve the incident itself. This would weigh user access heavily on those individuals closing out the incidents, rather than those doing much of the work to resolve the incident. I am looking for a way to get a feel for how much time users are in the system and active... We are not currently using the Some options of ways that I could find user information: A report that can show when users logged in and out of the system by days - this would allow me to see how much time users are spending in the system A report that can show tickets that have been commented by user - this would show me how many incidents each user has accessed and I could figure out activity Any ideas would be welcome. Thanks!Michael Laska9 years agoNew Member655Views0likes0CommentsRe-open incident if customers reply with email
I set my service desk to close incidents with no reply from the customer after 2-3 days and works fine. If the customer replies to the incident through an email, the incident remains closed and just notifies. If you do not check your emails but only the dashboard of the active incidents, you wont be able to see that there is a reply from the customers. Any ideas?Costas Fakebook9 years agoNew Member2.7KViews0likes8CommentsIncident Activity log
To be able to create the kind of reports and data we want, we export data from GTA and import it into a SQL Database once a week. However, there is still some custom reports we would like to create, but can't seem to get to the data. There is allot of good Audit Trail History Data in the Activity Log of each incident. For Example: each time the SLA clock is stopped a record of that is tracked in the Activity Log. The problem is, that data is not accessible for exports or reports. In my opinion, it's very valuable information that I would like to be able to extract, and use in our KPI's. My idea would be to allow the option to be able to extract that data via the report exports. If this option already exists, PLEASE explain to me how to do this.Jan219 years agoNew Member1.4KViews0likes2CommentsMultiple Departments Using GoToAssist Service Desk
In our company we do have three departments using GoToAssist Service Desk for offering service. Is it possible to have completely different setup for the three departments with the same license? Like having three different companies? Note that the three different departments they service the same client base but for different services.Aristotelis Dem9 years agoNew Member873Views0likes1Comment"Support address" sending in tickets via email stopped working with the patch today
Hi guys, After updating our software this morning, we are no longer receiving any tickets for emails sent to our support address. I checked the setting " Enable support address: helpdesk@domain.com " and confirmed it was still checked. The mails are going out okay, but are never being made into tickets. Thanks, JoshJoshua Davidson9 years agoActive Contributor1.6KViews0likes2Comments- Chris Messer9 years agoNew Member1.6KViews0likes3Comments
Blurry Customer/Company Profile Pictures
Every time we add a picture for our technicians or customers/companies the image is distorted or blurry. Is there a guide for ensuring that these images are the appropriate size/resolution? Furthermore, why are these not automatically scaled for use with Citrix Service Desk?Brandon219 years agoNew Member1.7KViews0likes3CommentsRe-Opening a ticket
When I close a ticket and a customer replies to should it not re-open the ticket?Lee Wrall9 years agoNew Member3.1KViews0likes7CommentsService Desk slow to load
Hi I'm writing to get some help about GotoAssist Service Desk loading very slow at times for me. It's takingminutes to to download for the text/html page. I am on a 20Mb/s fiber internet connection, all other sites load OK.Johnny Hughes9 years agoNew Member2.8KViews0likes6CommentsUpdate existing config items with import csv
At the moment it appears that you can only create new config items in servicedesk when you import a csv file, you can't update existing items. Unless I'm missing something. Is it possible to update existing items? It would be a really useful feature for me.Vix Sta9 years agoActive Contributor769Views0likes0CommentsRelease Dashboard Status Column
On the Release Dashboard Status Column for PLAN status when APPROVED the color stays gray. The others for example, TEST and DEPLOY, turn green when status is changed to COMPLETED. Shouldn't the PLAN status also turn green? Is this a minor dashboard bug? Can it be fixed?Bcshay9 years agoActive Contributor2.8KViews0likes7CommentsAdd new customer
Using the most current API (http://help.citrix.com/contactus-article/redirect/gotoassistservicedesk/troubleshooting/service-desk...), I am unable to find a call for the creation of a new customer based on the email field they enter upon online form completion. Any help would be appreciated!Mike1111119 years agoNew Member1.5KViews0likes3Commentsdashboard display - is there a way to make the changes static within my login.
there is a wonderful feature in service desk where you can select the fields that you would like to have displayed on the dashboard. These changes do not appear "static". 1. if I log onto service desk from another device, then I have to make the dashboard changes again 2. we have several different services that we use - my dashboard settings do not replicate when I move from one service to another. ie when I am in global view - I design my dashboard. when I select my "add user" service, the dashboard layout is different. 3. from time to time, all of a sudden, my dashboard layout reverts back to the "default" without warning (even using my main computer). we have 30+ services so I don't want to be creating the dashboard layout on each service only to have to repeat that every time I use a different device. is there a way to make this static per user across all services so that no matter where I am working from, or what service I have drilled down to, the dashboard layout is the same.JVH9 years agoActive Contributor791Views0likes1CommentMake fields Mandatory
I would like to be able to make some of the default fields such as problem type mandatory because I am finding that no one is putting in the information which makes reporting on the types of incidents we get impossible. I would like to be able to make problem type mandatory as well as putting in a resolution. Is this something that will be available any time soon?Lynn Coleman9 years agoNew Member1.2KViews0likes2CommentsPriorities & Resolution Times for Change and Release
Resolution Times are missing from the Services settings. They are only there for Incidents.Bcshay9 years agoActive Contributor833Views0likes0CommentsLink a Change to a Release
Stupid question. Will there ever be an option to link a Change to a Release. Although separate functions they are related to each other. Typically a Change becomes a Release. I am looking for a method to easily track and distinguish a Change that has gone to a Release. So from a program management perspective you can easily track Changes that have gone to Releases on their respective dashboard.Bcshay9 years agoActive Contributor763Views0likes1CommentAnnouncing Service Desk Tasks!
I'm pleased to announce that we have introduced a new feature to GoToAssist Service Desk, it is called Tasks. Now technicians can create “tasks” for any Service Desk record, including incidents, problems, changes, releases and knowledge articles. Creating tasks allows technicians to designate specific action items with individual assignees and due dates. Assigning a task to a user will automatically add the user to the watch list, ensuring that they are kept up to date with any changes made to the record. The new tasks feature helps teams become more efficient by enabling additional and more detailed workflows. It further enhances communication as teams will be able to determine the exact status of an item (incident/problem/change/release) just by looking at the task list, which prevents lengthy and time consuming reading through of the entire issue discussion. Tasks can also be assigned to other individuals and have due dates. As a result, accountability of these tasks can now be clearly communicated and captured within the tool. You can read more about Tasks on the GoToAssist blog: http://blog.gotoassist.com/2013/06/25... As always, full release notes can be found here: http://blog.gotoassist.com/release-no...GlennD9 years agoGoTo Manager2.6KViews0likes8CommentsService Desk API - Create release instruction
I've been passively putting together a client library for the Service Desk API. I've only created the methods as I needed them so it's not at all 100% complete. My next need is to create a release with component/instructions. I'm having issues when attempting to create the "release instructions" portion of a release but am getting an empty response. As per the documentation, I'm sending a POST request to/v1/releases/<release id>/instructions.json with the below payload returns an empty response. Any ideas what the correct URI/payload might be? {"instruction":{"note":"test"}} Note: the release already exists and has an empty "release instruction" field.Miles Maddox9 years agoNew Member2.1KViews0likes3CommentsUnable to create user
Hi, Long time user of GTA Service Desk. When I try to create a particular user I keep receiving the following error page: --------------- Oh No! That wasn't meant to happen. If you need assistance please get in touch with our support team atsupport@gotoassist.com Need Help? Emailsupport@gotoassist.com --------------- This is very frustrating and when I send an email tosupport@gotoassist.comit bounces back. I am able to create other users ok.Braiden19 years agoNew Member954Views0likes1CommentSLAs
I'm trying to work out SLAs using GTA to make improvements to our service desk team. So far I have to admit I have been a bit puzzled. Even though there is documentation for the Servicing Reports it just tells you how to run them not what criteria are being looked at to make the calculations. Also, when I have tried to do a data dump from what I can get access to, to then do my own calculations I'm getting different pass/fail rates stats to what GTA is giving me. Does anyone know how the Standard reports work? (I've raised two Support Cases to try to get to the answer and I'm still waiting) Has anyone looked at using SLAs in this tool before as it does not seem very intuitive at all? Many thanks for your help guys, I hope someone can give me a nudge in the right direction! D.Daedalus19 years agoNew Member2.5KViews0likes6CommentsExport Service Report Charts
Hi guys, I’m wanting to present some of the reports from the service desk reporting system but I can’t seem to find any export tools. How would I go about exporting the reports into a pdf or ppt? I know that some of the basic reports can be exported to csv, but what I'd like are the charts and reports from "Service Desk > Reports > Incident Summary" for example. Thanks, GarethGareth119 years agoNew Member989Views0likes1CommentRemoving/cleaning up tags in service desk
We use tags quite a bit but since simply typing in the tag field and hitting enter creates a new tag we have a lot of tags that have been created by mistake and are not needed. Any way to remove or clean up tags?rob1119 years agoActive Contributor1.9KViews0likes6CommentsService Desk service requests
I'm using GoToAssist Service Desk and currently I only have the ability to categorise tickets as Incidents, Problems, Change Requests and Release Management. What about Service Requests? IE requests for a new mouse, or a request for a new starter etc. These aren't incidents, nor are they requests for change either. I'd expect for a ITIL framework based service desk to allow for this, am I doing something wrong or do I need to configure something to enable a Service Request section? Thanks GarethGareth119 years agoNew Member911Views0likes2CommentsGoToAssist Reporting on Configuration Items
Hi Does anyone know how I can report on: 1. All incidents in a given timeframe that have a configuration item linked? The .csv export seems to have every linked item except for Affected Items. Trying to introduce this for my Service Desk and need an audit tool. 2. A ranking of configuration items by the number of incidents linked against them? Cheers, MarkusMarkus Erdmann9 years agoNew Member595Views0likes0CommentsReports and Queues
How can I report on first response times? I am looking to see the average time or times it takes for a User to respond to a Customer Incident. Does not appear there is anyway to do this unless you guys have some sneaky way. How can I report on resolutions times? I am looking to see the average time or times it takes to resolve Incidents. These metrics would be very helpful as I am compiling a KPI report of our IT Service Desk for the CIO's 2015 state of the union address. I guess what I could do is look at say exporting some CVS(s) and try using Excel to work with that data.Bcshay9 years agoActive Contributor1KViews0likes3CommentsService Desk api v2
The most recent Service Desk release notes have the following note: "A backend change was implemented to allow services to be filtered using API v2." How can I access / find out about API v2? v1 of the API has some limitations that I hope might be solved by v2 but I can't find any documentation on it.Kieran McSwiney9 years agoNew Member767Views0likes0CommentsMass action of closing multiple tickets does not change their status to resolved
I performed a mass action to close multiple tickets. This was successful. It did not change the resolved status though, and now I have closed tickets that are showing as not resolved. How can I both resolve and close in mass actions?Mary Forbes9 years agoActive Contributor1.8KViews0likes5CommentsLive Support Contact iframe - Spam Defence
I've integrated the live support contact iframe into my site. I've been using it as a contact form for a long time so customers can get in touch via my site. I get a lot of genuine comms through it but recently it's been getting a lot of spam. I don't know if these are bots or human but some kind of captcha or human test would be an idea to stop this. Here's the iframe I'm talking abouthttp://theitfolk.com/homeuser/contact_pc_repair_fife As mentioned in a previous post, I don't use it for live chat now because there's no automatic 'unavailable status' when browser is closed. I have considered switching to a different contact form, but given I pay for both service desk and remote support, I like to keep everything under one roof. Even better would be the ability to use an iframe that allows for service desk to be incorporated into a website and not just a standalone customer portal.jason11119 years agoActive Contributor702Views0likes0Commentsoption to show only open items when linking incidents or problem
When searching in service desk there is the option to show all, open only, closed only. It would be nice to have those options in the search that comes up when linking incidents to problems etc. Currently the only option is selecting which service to search.rob1119 years agoActive Contributor808Views0likes0CommentsIs it possible to notify a customer when a problem is created?
It appears that when I enter a problem the customer is not notified, at least when I put a test customer into it. Is there a way to share it with them? It also doesn't appear to show up at the portal.MacITPros9 years agoNew Member502Views0likes0CommentsIs support@gotoassist.com monitored ?
I have a support question and tried to email the officialsupport@gotoassist.com email. I immediately receive a bounce-back : The error that the other server returned was: 550 #5.1.0 Address rejected. My colleagues have tried emailing too, they get the same bounce-back :( Is this a problem only for us, or should I be emailing another address ?Thong Kuah9 years agoNew Member2.7KViews0likes6Comments