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Forum Discussion
GoToAssist 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...
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...
32 Replies
- Hi Rick, The footer should appear in the HTML emails that are sent to customers. It won't appear in footer of emails sent to users.
- The ability to add the footer to the 'new' HTML formatted emails doesn't seem to tbe working?
- Hi Riko, Can you get in touch with our support folks at support@gotoassist.com and send them a screenshot. We'd like to see if there's anything we can do to help.
Failing that, you can switch back to plain text emails by going to Configure > My Service Desk Settings. Or if you're an administrator you can go to Configure > Users > Select a User, and change the Email Type setting back from there.
Hope this helps :) - Hi, Is there anyway to turn the email notification back to text based? Our system is using IBM Notes and it does not render well in client or webmail (missing the link to view incident).
- Hey guys,
The new HTML emails are scheduled to go out on Wednesday 22 Jan (PST). Trust me, you'll love the new emails, it's well worth the wait :)
Luke - Agree - still seeing the old emails. Very keen for the HTML emails....
- Any word when this will roll out? Still sending out the old plain text emails.
- I'm not able to remove people from the watchlist, clicking the "x" like you say appears to remove the name but then when the incident is saved they are still on the list..
- Hey Thong, Great question! 540px is the recommended standard for HTML emails, while this may vary slightly between different products out there our testing revealed this was the best width that worked and looked the best across all the different mail clients.
- Hey Jason, thanks for the feedback. We'll be making the odd improvement around the new watchlist as we start seeing people use it. Your suggestion will be considered :)
