JVH
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Re: Reset not working 1712
I encountered the exact same thing this week. Could not connect to Computer 123. There is one user at this site that will RDP to computer 123. What I ended up doing was connect unattended to another computer at the same site. (Computer ABC) Then use RDP myself to the computer 123 with the hung unattended session. Reboot computer 123. Wait a couple minutes and then check gotoassist - issue resolved. This is the only site where I encounter this issue - gut tells me the user who is RDP'ing to this computer never disconnects from the session.Re: Optusnet and Yahoo
We had a similar situation with a completely different program. The program in question sends out specialized messages to hundreds of clients based on selection criteria. Clients with a specific email provider (not Yahoo) were not receiving our emails. In our case, that email provider had blacklisted us thinking that we were spammers. We contacted the provider and explained what we are doing, and give them our domain info. they whitelisted us and we've been good ever since. Now in our case, like I say, we might be sending to 100+ people at the same time, I'm not sure that's your situation. But as mentioned by another, Yahoo , Hotmail and others have a trusted sender, if your email address is not in your customer's contact list, they may not come through1.6KViews0likes0CommentsRe: Feature Request - Sort on any column
I totally agree. With the flexibility of being able to sort by any column just makes it faster to process the tickets. Still keep the "group by" options so we can still do that. Then allow sort by any column displayed. It would be even better if we had the option to "group by" any of the available columns instead of the static list and then allow additional sort capabilities. If I could group by site name, then sort by service OR group by service type and sort by site name - we could work more efficiently.1.5KViews1like0CommentsRe: Distribute assignees in portal?
Do your techs log into the gta website and view the actual service desk queue or are they just working from the emails. If they are working straight from the email - how are the tickets being closed. We have four users - we all log into the GTA and display the service queue. We can see all the tickets, If you go this route then all your techs can see all the tickets and can take a ticket and assign it to themselves. As each ticket is cleared, the tech can take the next one in the queue. You can also then see how many tickets each tech is clearing and what types of tickets. This potentially gives you an opportunity to determine if there are techs with special capabilities and then you can start to default assign specific services - if you want.2.2KViews0likes1CommentRe: incidents dashboard want to see the customer who put it in.
hi there, I'm using chrome as well. I'm wondering about the security access on the users. I have full admin all the way down but you should see it if you have the standard access. you might need to call GTA tech support if that doesn't work. by the way, you won't be able to sort by customer - that capability is not there.3.1KViews0likes1CommentRe: incidents dashboard want to see the customer who put it in.
Each of your techs will be able to adjust what they wish to have displayed on their screen. You will see " Open tickets" and off to the right of that you will see the "group by" and then to the right of that is a gear icon. If your techs each click on that, they can select what fields they want to have displayed such as customer, company, date created, activity, priority and all sorts of different fields. But again, this is specific to each user that signs in and is specific to machine. So if tech A signs in on their office computer, they can make the changes. If they work from home and log in there, they will have to make the changes again. If they log into a tablet and travel to a site, they will need to make the appropriate changes again. But this will help determine who the tickets are from.3.1KViews0likes3CommentsRe: Distribute assignees in portal?
hi there, Have you created different services that the customer can choose from to advise you of the type of issue that is being reported? For example - we created a service that specifically relates to printer issues - within that service we have included questions that pertain to printers. Have you checked the toner, have you checked that there is paper in the tray, are there any flashing lights, are there any error messages on the printer itself, are there any error messages displayed on your computer. Another service is related specifically to phone issues. When you create the services like that, you can create a default assignee to the service. When the ticket comes in, the applicable person is assigned to it. To set this information, under configure - services - select the specific service, then you will see "incidents" near the top of the screen. when you hover there - you will see a list of options - select default selections. The other option is in the triggers section - instead of selecting 'default seletions" you choose triggers. here you can force the ticket to go to a specific user based on the information that was entered into the ticket. Now this is based on the "questions" you have incorporated into the ticket. So for example, we have a service related to ID card requests - The customer has to enter the name that needs to appear on the card, they select a job title from a drop down list, they specify the name of their specific building. We can trigger a ticket to assign to John Doe user if the building name is equal to ABC. If the building name is XYZ then the ticket will go to the default assignee. But the above settings are reliant on how you have your system set up. If you just have a generic service where the customer just enters miscellaneous information into a comment field, then the above won't necessarily work properly. Note: you don't want to create too many services as that confuses the customers but to save your users time in resolving the tickets, you want to get the customer to provide as much information up front as possible. So when you create the service - you make sure that you add fields to the service that ask appropriate questions.2.2KViews1like3Comments