CTRL ALT DEL not working, and other v5 issues.
Hello, Anyone else having issues? v5 (Version 5.7.1.74) is very frustrating in comparison to v4. I told myself I'd eventually remove v4 entirely, but I still feel the need for it because v5 can be extremely frustrating when it doesn't work, practically inoperable for remote support. If it wasn't for having nice Mobile compatibility with Android devices, I'd probably be looking else where, but here we are. I've been using GoToAssist since 2015 and I would hate to get away from it so I help this post can shed some light! Top frustrations that I hope can be implemented/fixed: 1. Ongoing recent issue: Console gets stuck on "Connecting..." . When I connect with v4, it works right away. It's like if v5 cannot fully wake up a user's PC that's in sleep mode. This issue has been going on only recently for a week or so. No definite date. Happens for all PC's until I connect using v4. 2. CTRL ALT DEL on v5 has been ongoing issue for me for the last week or so (March 2022 for reference). Just does not work at all. 3. Moving from one monitor when multiple monitors are present during a session (much better with simple arrows on v4). Much smoother on v4. 4. Having ALL options available at the top toolbar by default during a session would be nice. It's another nuisance to have to expand that toolbar every time when I have to copy/paste clipboard. 5. Is there a button somewhere to enable copy to clipboard being ON by default? In my own experience, that's a very common feature that should be on by default because of how frequently its used. 6. Inability to horizontally expand columns of list of hostnames/version/online status, etc. on the v5 desktop Console (Very simple on v4) 7. Chat window opening in a browser where I have to re-size every single time is a nuisance. Much preferable to have a separate window pop up like it does in v4.
Duplicate tickets being created via email - suggestions?
Hey everyone. I've got something here that is hopefully easy to solve. It probably involves utilizing triggers, but my mind cannot seem to crack this one. Our current setup is quite simple. We have one service, Help Desk, with one email, helpdesk@xxx.com that customers can email directly. When customers email helpdesk@, a ticket is created, and our group is then notified. That's working fine. The issue arises when a customer emails the project manager directly. The PM is not a user in our ticketing system (licensing stuff), but they then reply to the customer and CC helpdesk@. The PM does not get a kickback email with the newly created ticket #, so both the customer and the PM continue the conversation via the original, "non-ticketed" email thread, each time CC'ing helpdesk@, therefore creating more tickets. Back and forth it goes, creating more tickets, until one of them possibly latches on to the subject like "B#xxxx" but only once a technician gets involved. We consistently have to clean up the mess every time this happens. To clarify, here's the scenario played out -- > Customer sends email directly to project manager (PM) (sometimes also including helpdesk@) > PM replies to customer, CC'ing helpdesk@xxx.com IF the customer hasn't already > A ticket is rightfully created, and the licensed technicians are notified > If a technician is unable to respond right away, the PM and the customer may exchange additional emails back and forth, using the original email and not the ticket thread, but still keeping helpdesk@ CC'd > Duplicate tickets keep getting created until a technician can respond Hopefully that makes sense. I am hoping someone can give me suggestions. Here are some things we've implemented: 1. When a ticket is created via helpdesk@, a trigger occurs that adds a comment to the ticket. 2. A confirmation email is sent to the customer letting them know we received the ticket. Here is something we've tried so far: 1. Create an additional trigger that notifies CC/watchlisted users when a ticket has been created, however, when testing this, it did not send them the actual ticket with the ticket # in the subject line, it was just some notification, and also it sent the same notification to the customer's email. Perhaps this all boils down to creating these project managers as users in service desk, and licensing them. But this means showing them how to use the portal, which they may not do, and that would create another problem of having tickets assigned to a user who potentially never logs on to resolve and close them. Bottom line: We simply need a way to ensure project managers get a copy of the ticket # sent to their inbox when a customer emails them directly. Keeping in mind that sometimes the customer DOES send to helpdesk@, but they also CC the PM, who then responds to the email, causing duplicate tickets all the same. The PM would then wait to respond until they have the new ticket # email in their inbox, and begin responding to that thread, thus keeping the conversation in the same comment section of the same ticket. Thank you for any help or suggestions!
LMI is showing 4 monitors but only 2 are plugged in to host computer
Recently stumbled upon this issue. After signing in and selecting all monitors in the LMI options panel, it shows me 4 monitors but the host computer only has 2 monitors plugged in. It shows 2 generic non-pnp monitors and 2 generic pnp monitors. They look to just be mirrors of each other but the second monitor seems to operate separately. What could be the cause of this issue?
