cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
New Contributor

Re: GoToAssist Service Desk Release (38.7)

Without integration keys, I foresee us having major issues when one person is responsible for submitting issues for all customers of a company....
Highlighted
New Contributor

Re: GoToAssist Service Desk Release (38.7)

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.
Highlighted
New Contributor

Re: GoToAssist Service Desk Release (38.7)

Same here.
Highlighted
Retired LogMeIn Contributor

Re: GoToAssist Service Desk Release (38.7)

As Amit mentioned this issue is now with engineering and are actively investigating this particular issue.
Highlighted
Retired LogMeIn Contributor

Re: GoToAssist Service Desk Release (38.7)

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...
Highlighted
LogMeIn Manager

Re: GoToAssist Service Desk Release (38.7)

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?
Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
Highlighted
LogMeIn Manager

Re: GoToAssist Service Desk Release (38.7)

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?
Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
Highlighted
New Contributor

Re: GoToAssist Service Desk Release (38.7)

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)
Highlighted
LogMeIn Manager

Re: GoToAssist Service Desk Release (38.7)

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...
Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
Highlighted
Retired LogMeIn Contributor

Re: GoToAssist Service Desk Release (38.7)

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