The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
Forum Discussion
GoToAssist 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."
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."
22 Replies
- For big changes, yes. These changes were supposed to be non-disruptive, but its worked out to be a bumpy release.
We really appreciate everyone's patience with us though, as we hope these changes are for the better :) - Thanks Luke ... our guys have confirmed that it has started working for those customers that were encountering this issue. Keep up the good work.
Btw, is there is formal process of notifications to customers when GoToAssist undergoes planned upgrades with new feature sets, such that we don't get surprises.
Thanks again - Hi guys,
The issue where you're getting messages saying the user does not have access to service should now be fixed. Please let the support folks know if you're still experiencing any issues.
Luke - Hi Amit, sorry for the frustration. We experienced an issue this morning that affected Email being sent but service has since been restored. Email that was not sent during this time was queued and we began sending them as soon as service was restored.
Since you are reporting that some of your Email still has not been delivered, could you please contact our toll free 24/7 Support and have them open a ticket? http://support.citrixonline.com/en_US... - Thanks Luke, any idea on the progress for this issue. We're running a 24/7 helpdesk through GoToAssist and this issue is hampering our ability to address our customers issues. We just confirmed that the problem is still present.
In our scenario, because we've just rolled live with GoToAssist on 1st November, these are the initial days when our customers are getting used to the new process of submitting direct to the respective services via email.
Given that this process is now broken, some of the customers are beginning to question the reliability of the solution we've adopted and we'd like to have it resolved before they completely loose faith and the matter is escalated to board members, where both the solution and people responsible for doing the ground-work and recommending GoToAssist are "canned". Please Assist (Quickly) - This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: Could the removal of integration keys cause problems?
- This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: How are Emails going to be detected in Service Desk?
- There was an outage with our email integration service earlier this morning, and this issue has now been resolved. The backlog of emails received by Service Desk during the outage have all been processed. Details on the outage can be found here: http://status.gotoassist.com/incident...
- As Amit mentioned this issue is now with engineering and are actively investigating this particular issue.
- I agree with that completely Amit... we have been pushing our clients to use their Portals, and now a majority of them aren't functional... not only does it make us look bad, but it's negating our ability to service our clients. Hope to see it fixed soon.
