How can I allow AD users to login to the service desk when working externally from the office.
I have followed the GoToAssist documentation on setting the system up for auto creation of the userswith Active Directory. This works well and users are able to go a friendly url when within the company network and automatically get passed through to the system so they can see the status of there calls or log new ones. However if a usergoes to companyname.assist.com when they are external to the network to check on a call status of log another call it does not accept there password. Is there anyway I can getit so that they canreach this URL and be able to login entering there company username and password? Thank youfor your help
Automaticaly close or resolve incidents if there is no reply from cutomer
Senario: A customer creates an incident. Admin asks with a comment for further clarification in order to help him, and customer never replies. I am trying to find the best solution for closing/resolving incidents, that the customer did not reply. I want the customer to get notified, after a certain period of time, inform the customer that if you do not reply, we will consider the incident as closed or resolved. Thank youThe Service Desk software does not have an Android native app to compliment the IOS version?
Hello, our organization is currently a Go to Assist Support and Service Desk customer. More recently Service Desk. Our entire IT team here is in disbelief that the Service Desk software does not have an Android native app to compliment the IOS app. After speaking to our account representative and browsing the customer forums it seems clear there is no public reason why after 3 plus years of IOS deployment an android solution is not coming in the wake. ...or at least a mobile device optimized site? The best and most promising information I have found so far was a reference to an internal initiative that was unifying and modernizing many of the Log Me In and Go To Assist solutions. But what does that mean? Is there any beta testing going on? Can anyone official or unoffical offer some insight or reassurances?
Prevent customer from changing incident priority when creating a new incident
Is there a way to prevent a customer from changing the priority when creating a new incident? Their ability to do so is causing the SLA's to not be met since only one priority is set to escalate if not dealt with in 48 hours. Also, what the customer see is is completely random relative to our priority levels. They can choose from three priority levels, we have 10, that are not in an order that coincides with the wording used on the incident entry page that a customer sees. It all seems very arbitrary.Group by: Service
Hiall, It's long been an issue for us that, although we're able to group by several options, we're unable to group by service. Is there any way this could be implemented? It would help us a great deal as we have to work with several customersthat regularly log tickets with us. These are the options we have thus far: I'd be keen to hear your thoughts here, Kelly
Add comment triggers are not working unless a ticket is saved
I have setup triggers to self categorize a ticket along with a separate trigger to add a comment based on the category of the ticket. I am noticing that the categories are being added but the comments are not being triggered unless a tech saves the ticket first. Is there anyway to fix this so the minute the ticket is created and categorized they get the automated reply?
