RELEASE NOTES – GoToAssist (Archived Posts)

GoToAssist (Remote Support) app for iOS (v1.6.541) Release Notes

Released January 28, 2014

Note: This app is for GoToAssist Remote Support technicians only.

SUMMARY:

  • New iOS 7 Look and Feel
  • Improved Android Screen Sharing
  • New Privacy Policy and Terms of Service Links
  • Loss of Support for iOS 5

What’s New

New iOS 7 Look and Feel

  • The app has been updated to reflect the look and feel of iOS 7.

NewiOS7Skin

Improved Android Screen Sharing

  • The scaling of the app’s Screen Sharing tab has been improved to better fit the view customer’s screen when initially screen-sharing with an Android customer.

iOStoAndroid Screensharing

New Privacy Policy and Terms of Service Links

settings screen

Loss of Support for iOS 5

  • The newest version of the app supports iOS 6 and newer only.

GoToAssist Service Desk (43.4 Web) Release Notes

Released January 22, 2014

Summary:

  • Display inline attachments in emails sent to and from Service Desk
  • New Format (HTML) for “Updated Record” Emails sent from Service Desk

What’s New

Display inline attachments in emails sent to and from Service Desk

  • When inline attachments are included in emails sent to Service Desk, any incidents that are automatically created from the email (if incident creation via email is enabled) now properly display the inline attachment in the “Symptom” text field . This makes it easier for customers to illustrate their problems using screenshots and images.Screen Shot 2014-01-20 at 11.01.40 AM
  • Similarly, when inline attachments are included in the details text fields (e.g., symptom, discussion) of a record, any automatic Update emails sent from Service Desk now properly display the attachment inline. This makes it easier to provide support to customers using screenshots and images.

Screen Shot 2014-01-20 at 11.04.52 AM

New Format (HTML) for “Updated Record” Emails sent from Service Desk

Note: Previously, this was a Labs feature and was only enabled for limited accounts. This release enables it for all accounts.

  • The automatic Updated Record emails sent from the Service Desk system are now sent in HTML format and have a new look and feel. Previously, these emails were sent in plain text format. Other email types (e.g., Activation emails, Forgot Password emails, Auto-Response emails) will continue to be sent using plain text emails. See GoToAssist Service Desk (42.7 Web) Release Notes for more information.

GoToAssist Service Desk (42.7 Web) Release Notes

Released January 8, 2014

SUMMARY:

  • New format (HTML) for “Updated Record” emails sent from Service Desk
  • New layout for “Notify Watchlist” section
  • Real-time updates to “Notification” entries in Activity section
  • Additional “Action” option for triggers (“Re-Open”)
  • New “Order By” option for sorting dashboard entries (“Assignee”)
  • Nested categories

What’s New?

New Format (HTML) for “Updated Record” Emails sent from Service Desk

Note: This feature was initially available for limited accounts only. It was enabled for all accounts with the v43.4 release on January 22, 2014.

  • The automatic Updated Record emails sent from the Service Desk system are now sent in HTML format and have a new look and feel. Previously, these emails were sent in plain text format. Other email types (e.g., Activation emails, Forgot Password emails, Auto-Response emails) will continue to be sent using plain text emails.
    • Technician emails include details about the incident record, the update for which the email was sent and a link to the record within Service Desk.

    New Layout
    Screen Shot 2013-12-30 at 11.43.48 PM

    Former Layout
    Screen Shot 2013-12-30 at 11.47.29 PM

    • Customer emails include limited information about the incident record, the update for which the email was sent and a link to the record within the Customer Portal (if the customer has portal access).

Screen Shot 2013-12-30 at 11.51.11 PM

New Layout for “Notify Watchlist” Section

  • The “Notify Watchlist” section at the bottom of each Service Desk record has a new look and feel.

    New Layout
    1-2-2014 12-14-05 PM

    Former Layout
    1-2-2014 12-11-51 PM

     

  • Technicians can quickly add other users to the watchlist as follows:
    • 1. Click the “Add people to the watchlist” text field.
    • 2. A list of possible users who can be added (i.e., those with access to the record’s service) will appear. Start typing the desired user’s name to narrow down the search results.
    • 3.Click a technician’s name to add them to the watchlist.

12-31-2013 10-19-30 AM

Real-Time Updates to “Notification” Entries in Activity Section

  • When an update is made to a record, the Activity section now displays the real-time status of the notification emails. This gives an extra level of transparency into the system, and lets technicians know exactly who has or hasn’t received an email notification.
  • Once an update is made, a “Notifications Pending” entry indicates that notification emails have not yet been delivered to the relevant technicians or customers. Once emails are sent, the entry is dynamically updated (without requiring a page refresh) with the people that were notified (e.g., “Notified: [user name]”).

Screen Shot 2013-12-31 at 1.14.55 PM

Additional “Action” Option for Triggers (“Re-Open”)

  • When creating triggers, a new “Re-open” option for is now available in the Action drop-down menu (i.e., “What do you want to happen?”). This allows technicians to have records automatically re-opened when certain criteria is met (e.g., if a customer updates an incident after it’s already been closed).

1-2-2014 2-06-20 PM

New “Order By” Option for Sorting Dashboard Entries (“Assignee”)

  • Technicians can now sort incident, problem, change, release and knowledge dashboard entries by “Assignee.” Entries will be sorted into “Assignee” sections, which can be helpful for viewing how many incidents are assigned to a particular person or group.

1-2-2014 2-25-59 PM

Nested Categories

Note: Some users previously had access to this feature.

  • Service administrators can now create subcategories under categories for incidents and problems (Configure > Services > [select service] [Incidents or Problems] Categories), allowing them to further customize the categorization of their records (e.g., for complex services, to increase the level of detail for reporting). Previously, only categories were available.1-2-2014 2-32-32 PM
  • Once administrators have configured categories and subcategories, technicians will see them listed in the Category drop-down menu in incidents and problems. If technicians search for a subcategory, the results will also display which category it is included under.

1-2-2014 2-40-35 PM

GoToAssist (Customer) App for Android (v1.0.153) Release Notes

Released December 30, 2013

SUMMARY:

  • New SeeIT (Camera Sharing) feature (beta)
  • Technician view of shared cameras

What’s New?

New SeeIT (Camera Sharing) Feature (beta)

  • Android customers running 4.0 OS or newer can now use the GoToAssist (Customer) app to share their cameras with technicians during support sessions with the new SeeIT feature. In addition, camera sharing will be included in the usage reporting for technicians.
  • To share their cameras, customers can do the following:
    • 1. Select the new Camera icon in the toolbar.Note: Screen sharing will be paused to display the customer’s camera view in lieu of their screen.
    • 2. When prompted, select Share Camera to turn on the device’s camera and share it with the technician.Picture5
    • 3. To freeze the camera image, select the Pause button in the lower-right corner of the image. Select Resume to unfreeze it. In addition, customers can switch between screen sharing, chat and camera sharing by selecting the appropriate buttons in the toolbar.Note: Customers can also take screen shots during support sessions as they normally would when out of session (e.g., holding the Home and Power buttons simultaneously). Methods vary by device (see device’s user manual).
    • 4. Select the Camera icon in the toolbar to stop sharing with the customer.

Technician View of Shared Cameras

  • When Android customers join a support session, technicians now see a screen that explains which features are available for the support session (based on the Android device).Note: Technicians cannot control the sharing of their customers’ cameras; only customers can stop and start camera sharing.
  • When customers share their cameras, screen sharing will be paused to display the customer’s camera in lieu of their screen.

GoToAssist Service Desk (41.1 Web) Release Notes

Released December 12, 2013

SUMMARY:

  • Updates to Service Desk prompts for new users
  • Ability to choose number of previous comments included in Record Updated emails

What’s New?

Updated Prompt for New Service Desk users

  • Service Desk administrators logging in for the first time will now be prompted to choose names for the account and customer portal. Previously, they were also prompted to create at least 1 service.

Screen Shot 2013-12-12 at 10.54.13 PM

  • When new Service Desk users log in to the Service Desk module (https://desk.gotoassist.com) for the first time, they now see a brief tour of the Service Desk module. The tour includes a series of tool-tips describing a particular scenario that demonstrates a big-picture view of how the components of Service Desk can be used together.

Screen Shot 2013-12-12 at 10.54.42 PM

Screen Shot 2013-12-12 at 10.54.46 PM

Screen Shot 2013-12-12 at 10.54.28 PM

Screen Shot 2013-12-12 at 10.54.36 PM

Ability to Choose Number of Previous Comments Included in Record Updated Emails

  • Administrators can now select how many previous comments should be included when Record Updated emails are sent to Service Desk internal users and external customers under Configure > Account-Wide Settings > Defaults tab.12-17-2013 12-46-42 PM
  • The previous comments in the emails will then display the selected number of previous comments.

Screen Shot 2013-12-12 at 10.36.20 PM

GoToAssist (Remote Support) app (v1.6.526) for iOS

Released December 12, 2013

Note: The GoToAssist (Remote Support) app for iOS is only for use by Remote Support technicians.

SUMMARY:

  • Support for iPhones running iOS 5 or newer

What’s New?

Support for iPhones running iOS 5 or newer

  • The GoToAssist (Remote Support) app for iOS (v1.6.526 and newer) can now be used on both iPads and iPhones running iOS 5 or newer. Previously, it was only available for use from iPads.

Picture1

Picture2

Picture3

Picture4

GoToAssist Service Desk (40.3 Web) Release Notes

Released November 26, 2013

SUMMARY:

  • Release templates feature
  • Improvements for exporting custom reports
  • Additional “Action” option for triggers

What’s New?

Release Templates Feature

  • Service Administrators can now create release templates, which are customized, pre-populated release forms that technicians on the account can use to generate new releases. The settings can be pre-populated with default values (e.g., title, priority, type, symptom), as well as custom fields and preset task lists. Previously, templates were only available for incidents.G2A-SD_ReleaseTemplates
  • To create new release templates, service administrators can do the following:
    • 1. Go to Release > Templates > New Template.
    • 2. Enter a title and description on the Create New Template page that will help technicians identify which template they need and under which circumstances they should use it. Then click Save.G2A-SD_ReleaseTemplates_NewTemplate
    • 3. Once the new template has been saved (in draft mode, by default), additional tabs appear that allow administrators to add more information. Administrators can click Edit Details on the Description tab to edit the title and/or description, or the Template tab to see the full release form.11-26-2013 5-31-12 PM
    • 4. On the Template tab, administrators can choose to pre-populate any item on the form. For example, they might want to put instructions about what information is needed for each text box, choose an assignee that all new releases created from the template should automatically be assigned to, or create a set task list that needs to be completed for each release (see “Tasks within Templates” below for more information).11-26-2013 5-33-23 PM
    • 5. Once all changes are made, administrators can return to the Description tab, select Published and click Save to make the template visible to all technicians of the service. The following items appear once it is published:
      • Create Release button – Administrators and technicians can click this to generate new releases from the template.
      • Releases tab – All releases that are generated from a template are listed on this tab.

11-26-2013 5-36-02 PM

Tasks within Release Templates

  • When service administrators create a task list within a template, they have the following additional options:
    • Sequential – Selecting this option creates a fixed order for the tasks, which means that when a new release is created from the template, the order of the tasks cannot be changed.
    • Task Assignee Options – You can choose to make a task assigned to the “current user” or “release assignee”, which allows the new releases created from the template to be assigned to the person creating the release (rather than having all releases assigned to a specific person).

11-26-2013 5-38-19 PM

Using Templates to Create Releases

  • Only service administrators can create and publish templates, but all technicians on the account can access published templates and use them to generate new releases. To create new releases from a template, technicians can go to Releases > Templates > [select template] > Create Release.

11-26-2013 5-45-02 PM

Improvements for Exporting Custom Reports

  • Backend changes were made to improve the exporting of custom reports. Previously, Service Desk sometimes timed out without notification when exporting large sets of data. When technicians click Export, a new progress bar displays the progress of the export process. Once the export is complete, a link to download the generated CSV file will appear.
    • Note: If you’re exporting a large report that’s taking an extended amount of time, you must stay on the page in order to see the download link.

Screen Shot 2013-11-26 at 12.41.40 PM

Additional “Action” Option for Triggers

  • When creating triggers, a new “Set customer to” option for is now available in the Action drop-down menu (i.e., “What do you want to happen?”). This allows technicians to automatically link customers to records using actions (for example, a specific customer could be added to all new incidents created by a particular company or that contain certain words).

Screen Shot 2013-11-26 at 12.48.03 PM

GoToAssist Remote Support (v1.6, b594) Release Notes

Released November 26, 2013

SUMMARY:

  • Hide or show desktop notifications
  • Disable Service Desk button for technicians without access
  • Additional Operating Systems in Diagnostic Detection
  • Fix for “Send Ctrl-Alt-Del” with UAC disabled
  • Additional bug fixes

What’s New

Hide or Show Desktop Notifications

  • New pop-up desktop notifications now appear during support sessions. Remote Support technicians can choose to hide or show these desktop notifications by going to the system tray and clicking the GoToAssist Expert icon > Preferences > General tab > Show me desktop notifications. When enabled, this option will display notifications as an embedded browser window.

G2A-SD_InProductNotification
G2A-RS_13.10_ShowMeDesktopNotifications

Disable Service Desk Button for Technicians without Access

  • Remote Support technicians who do not have a seat for Service Desk (or whose accounts do not include the Service Desk module) will no longer see the Service Desk button in their Viewer toolbar when they are in support sessions. Previously, these technicians could still click the Service Desk button and were directed to www.gotoassist.com/remote_support/it_service_desk.

Additional Operating Systems in Diagnostic Detection

  • Additional operating systems (Windows 8, Windows Server 2012 and Windows Server 2012 R2) are now included when technicians retrieve remote diagnostics during a support session.

Bug Fixes

Fix for “Send Ctrl-Alt-Del” with UAC Disabled

  • The Send Ctrl-Alt-Del feature works correctly when the User Account Control (UAC) on the customer’s computer is disabled. Previously, computers running Windows 7 or newer produced errors when trying to use Send Ctrl-Alt-Del with UAC disabled.

Fix for Exiting GoToAssist Expert from System Tray Icon

  • When the GoToAssist Expert desktop application is closed from the system tray icon while in active support sessions, the application ends all active sessions and closes. Previously, exiting the application in this way caused the “Session Ended” window not to appear and the application to freeze and become inoperable.

Fix for Session Notes in Reports

  • Session reports include all notes entered by the technician during the session. Previously, a portion of the notes did not show up in generated reports.

Fix for Keyboard/Mouse Control during Reverse Screen Sharing

  • When technicians show their own screen during a support session, customers no longer have automatic keyboard and mouse control over the technician’s computer. Previously, a bug cause customers to have this ability without being granted permission by the technician.

Fix for Multi-Session File Transfer

  • Mac technicians in multiple active support sessions should no longer encounter issues when trying to use the File Transfer feature.

Fix for Inactive Chat Window

  • When technicians or customers receive a chat message while the Chat window is not active, the screen automatically displays the most recent message once the Chat window is opened again. Previously, the most current message was not automatically displayed and users had to scroll down manually to view it.

Fix for Unattended Support Sessions with Win8 Computers

  • If technicians in unattended support sessions with Windows 8 computers use Send Ctrl-Alt-Del to go to the Window Logon Screen, select another user (but not log in) and then return to the original user account, screen sharing will resume properly. Previously, screen sharing would not resume after the technician returned to the original user account and the session had to be ended.

Fix for Mac OS X 10.9 (Mavericks) Upgrade

  • Mac unattended support computers that are upgraded to Mac OS X 10.9 (Mavericks) remain online in the unattended computers list. Previously, these computers went offline after the upgrade and the GoToAssist Customer desktop application had to be reinstalled.

Fix for Rotation Issue with Android Customer

  • When Android customers rotate their devices from landscape mode to portrait mode, Mac technicians should no longer see display issues in their Viewer.

GoToAssist (Customer) app for Android (v1.0.98) Release Notes

Released November 12, 2013

Note: The GoToAssist (Customer) app is only for use by Android users being supported by a Remote Support technician.
SUMMARY:

  • Support for 4.3 OS (Jelly Bean)
  • Ability to email log files
  • Automatic hyperlinks in chat

What’s New

Support for 4.3 OS (Jelly Bean)

  • Customers with Samsung devices running Android 4.3 OS (Jelly Bean) can now join full screen-sharing support sessions using the GoToAssist Customer app, which allows technicians to have full screen sharing and remote control of their devices. Previously, only devices with 2.3.7 OS (Gingerbread), 4.0 OS (Ice Cream Sandwich), 4.1 OS and 4.2 OS (Jelly Bean) were supported.

Galaxy screensharing

Ability to Email Log Files

  • Customers can now email log files to the technician while in a support session by going to Settings > Send Log Files. Once they select Continue, a new email will open with the log files automatically attached.

Picture1
Picture3

Automatic Hyperlinks in Chat

  • When links are sent within Chat they are now automatically made into hyperlinks.

automatic hyperlinks

Bug Fixes

Fix for Inability to Join New Session

  • If a support session is ended by the technician and the app is put into background mode, when the customer attempts to join another support session they now see the following message: “Do you want to join a new session? You will lose your previous session’s chat log.” Previously, the app remained frozen on the “Session Ended” message and had to be restarted in order to be launched into another session.

GoToAssist Remote Support (REST API) Release Notes

Released November 7, 2013

SUMMARY:

  • New Download Recordings, Get Available Recordings, Mark Recordings as Archived and Transcode Recordings API Methods

What’s New?

New Download Recordings, Get Available Recordings, Mark Recordings as Archived and Transcode Recordings API Methods

  • The following API methods are now available in the Citrix GoTo Developer Center:
    • Download Recordings – This method retrieves download links for a list of recordings. See the Developer Center for more information.
    • Get Available Recordings – This method retrieves a list of all available recordings on the account. See the Developer Center for more information.
    • Mark Recordings as Archived – This method marks a list of recordings as archived by setting their archived flag to “true.” See the Developer Center for more information.
    • Transcode Recordings – This method requests that a list of recordings be transcoded; once the API passes successfully, transcoding will be initiated for each of the recordings in the list. See the Developer Center for more information.

GoToAssist Service Desk (38.7 Web) Release Notes

Released November 6, 2013

SUMMARY:

  • Improvements to email integration
  • Improvements to file uploader

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.

11-4-2013 3-00-00 PM

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.”

11-4-2013 3-27-01 PM

GoToAssist Remote Support (REST API) Release Notes

Released October 24, 2013

SUMMARY:

  • New get machines and get companies API methods

What’s New

New Get Machines and Get Companies API Methods

  • The following API methods are now available in the Citrix GoTo Developer Center:
    • Get Machines – This method retrieves information about the unattended machines associated with a specified company. See the Developer Center for more information.
    • Get Companies – This method retrieves information about the companies that the authenticated user has access to. See the Developer Center for more information.

GoToAssist Service Desk (37.1 Web) Release Notes

Released October 14, 2013

SUMMARY:

  • New incident templates feature
  • Service Desk Settings Page re-organization
  • New email blacklist feature
  • Ability to change portal subdomain

What’s New?

New Incident Templates Feature

  • Service Administrators can now create Incident Templates, which are customized, pre-populated incident forms that technicians on the account can use to generate new incidents. The settings can be pre-populated with default values (e.g., title, priority, type, symptom), as well as custom fields and preset task lists. Incident Templates can be helpful for organizations that have a set of processes and procedures to follow when submitting incidents or requests (e.g., a service administrator may want to set up a “Major Incident”, “New Employee Hire” or “New Phone Request” template that has a pre-defined list of tasks that need to be carried out in a specific order).
    • Note: This feature has replaced the “Common Incident” functionality previously used to created similar incidents.

9-27-2013 12-14-09 PM

Creating Templates

  • To create new templates, service administrators can do the following:
    • 1. Go to Incident > Templates > New Template.Screen Shot 2013-09-19 at 7.44.14 PM
    • 2. Enter a title and description on the Create New Template page that will help technicians identify which template they need and under which circumstances they should use it. Then click Save.Screen Shot 2013-09-19 at 7.47.09 PM.png2
    • 3. Once the new template has been saved (in draft mode, by default), additional tabs appear that allow administrators to add more information. Administrators can click Edit Details on the Description tab to edit the title and/or description, or the Template tab to see the full incident form.Screen Shot 2013-09-19 at 7.48.40 PM.png2
    • 4. On the Template tab, administrators can choose to pre-populate any item on the form. For example, they might want to put instructions about what information is needed for each text box, choose an assignee that all new incidents created from the template should automatically be assigned to, or create a set task list that needs to be completed for each incident (see “Tasks within Templates” below for more information).Screen Shot 2013-09-19 at 7.52.37 PM.png2
    • 5. Once all changes are made, administrators can return to the Description tab, select Published and click Save to make the template visible to all technicians of the service. The following items appear once it is published:
      • Create Incident button – Administrators and technicians can click this to generate new incidents from the template.
      • Incidents tab – All incidents that are generated from a template are listed on this tab.

Screen Shot 2013-09-19 at 7.57.11 PM.png2

Tasks Within Templates

  • When service administrators create a task list within a template, they have the following additional options:
    • Sequential – Selecting this option creates a fixed order for the tasks, which means that when a new incident is created from the template, the order of the tasks cannot be changed.
    • Task Assignee Options – You can choose to make a task assigned to the “current user” or “incident assignee”, which allows the new incidents created from the template to be assigned to the person creating the incident (rather than having all incidents assigned to a specific person).

Screen Shot 2013-10-01 at 2.56.09 PM

Using Templates to Create Incidents

  • Only service administrators can create and publish templates, but all technicians on the account can access published templates and use them to generate new incidents. To create new incidents from a template, technicians can do either of the following:
    • Go to Incidents > Templates > [select template] > Create Incident.Screen Shot 2013-09-19 at 7.57.113
    • Use the text field in the top navigation to start typing the template’s name, then select it from the drop-down list. Previously, this was the “Create from Common Incident” text field.

Screen Shot 2013-09-19 at 8.05.06 PM

Service Desk Settings Page Re-Organization

  • The Customer Emails & Portal section (Configure > Service Desk Settings) has been removed and replaced by 3 new sections, as follows:
    • Customer Access – Self-Registration and Blacklist
    • Customer Emails – Sender & Footer, Auto-Response and Request for Feedback
    • Customer Portal – Branding, Default Settings, Security and Portal Address
  • Both the Configure Menu and the Service Desk Settings page reflect the new section layouts.

10-14-2013 11-58-42 AM

New Email Blacklist Feature

  • Account administrators can now add email addresses and domains to an email blacklist, which will prevent them from self registering and can prevent spammers from creating new accounts. To manage the email blacklist, account administrators can go to Configure > Customer Access > Blacklist.10-14-2013 12-35-51 PM
  • The blacklist will not affect existing customers, but a new Delete & Blacklist Customer button now appears at the bottom of each Customer’s page (Configure > Customers > [select customer] > Delete & Blacklist Customer.

Screen Shot 2013-10-10 at 2.06.06 PM

Ability to Change Portal Subdomain

  • Account administrators can now change the portal subdomain for the URL of their Customer Portal. Previously, there was no way to change the URL once the Customer Portal was created.
    • NOTE: Accounts administrators on an account that have integrated their company’s email address to create a Service Desk support email address (i.e., “support-service@acme.assist.com”) will also need to update the Service Desk support email address settings to ensure that the integration continues to work properly. For example, if they changed the portal subdomain to “acme-support”, they would also need to change the support email address settings to “support-service@acme-support.assist.com”.
  • To change it, account administrators can go to Configure > Customer Portal > Portal Address tab. Changes will take effect immediately.

Screen Shot 2013-10-10 at 2.22.49 PM

GoToAssist (Remote Support) App (v1.0.225) for Android Release Notes

Released October 14, 2013

Note: The GoToAssist (Remote Support) app for Android is only for use by GoToAssist Remote Support technicians.

SUMMARY:

  • Support for emailing log files
  • Automatic hyperlinks
  • Improvements to screen sharing

What’s New?

Support for Emailing Log Files

  • Technicians can now retrieve log files from the customer’s device while in a support session. On the customer’s Settings screen, they can tap Send Log Files > Continue to open a new email on the customer’s device with the log files automatically attached.

SendLogFiles_screen
SendLogFiles_email

Automatic Hyperlinks

  • When links are sent within Chat they are now automatically made into hyperlinks.

automatic hyperlinks

Improvements to Screen Sharing

  • The scaling of the Viewer has been improved to better distinguish between the customer’s screen and technician’s screen when in a screen sharing session.

mobile_to_mobile support

Support for Android OS 4.3 (Jelly Bean)

  • Additional changes were made to improve the app’s compatibility with Android OS 4.3 (Jelly Bean).

GoToAssist Service Desk (33.4 Web) Release Notes

Released October 4, 2013

SUMMARY:

  • Updates to configuration management
  • Integration of Configuration Management and Monitoring Inventory Alerts and monitored data for integrated CIs
  • Linking CIs with customers
  • Creation source in activity history

What’s New?

Updates to Configuration Management

  • The organization of the Configuration Management section has been updated to use the tab format currently used in other Service Desk records (e.g., incidents, releases) to improve navigation and ease of use. The new tabs are as follows: Details (Configuration Item details and custom fields), Discussion (comments) and Relationships.

Screen Shot 2013-09-04 at 1.07.13 PM.png2

Integration of Configuration Management and Monitoring Inventory

  • Technicians who have both Service Desk and Monitoring modules can now import the contents of their Monitoring Inventory into the Configuration Management section as Configuration Items (CIs), making it easier to populate their CMDB. Using the CMDB in conjunction with Monitoring allows technicians to draw powerful relationships that are later reflected in customer relationships from within Incidents and in the People tab. See Import Devices from Monitoring for more information.

Screen Shot 2013-09-04 at 1.13.34 PM.png2

Alerts and Monitored Data for Integrated CIs

  • When Configuration Items have been imported from the Monitoring Inventory, they display 2 additional tabs: Alerts and Monitored Data (also imported from Monitoring).
    • Alerts tab – This tab displays any Alerts for the device currently configured in the Monitoring Alerts app (red is critical, orange is warning).
    • Monitored Data tab – This tab pulls additional information about the CI from within Monitoring, such as IP Address and classification.
  • In addition, if a customer is linked to any Monitored devices that have alerts, those alerts are displayed in the Customer pane in the right navigation of Service Desk records.
  • Similarly, if any Affected Items of a record are monitored and have alerts, these are also displayed in the Affected Items pane in the right navigation.

Linking CIs with Customers

  • Within Customer Details, a new Devices tab now displays all Configuration Items directly linked to the customer. Previously, these relationships were only displayed within Configuration Management.

Creation Source in Activity History

  • The Activity History for incidents now includes the source (i.e., how it was created). The possible sources are as follows:

Screen Shot 2013-09-04 at 10.40.02 PM.png2

GoToAssist Monitoring (13.9 Web & Crawler v.2.28.2222) & Remote Support Release Notes

Released September 26, 2013

SUMMARY:

  • Collecting User Logon History for Windows XP and older
  • Improved Interface for Custom WMI Event Log Plugin
  • Support for Integration with Service Desk
  • Fixes for Remote Support Worx Home for Android App

What’s New?

Collecting User Logon History for Windows XP and Older

  • The Crawler now collects User Logon History for Windows computers running XP and older. Previously, the User Logon History was only collected for Windows Vista or newer.

Improved Interface for Custom WMI Event Log Plugin

  • The custom WMI Event Log Plugin now includes a Severity check box list under Parameters, which technicians can use to select multiple event types to include in the information the Crawler collects.

Support for Integration with Service Desk

Bug Fixes

Fix for Blank Fields in User Permissions

  • Customers no longer see blank fields when viewing and editing User Permissions.

Fix for Support Center on IE8

  • Customers no longer encounter an error when trying to open the Support Center while running Internet Explorer 8.

Fixes for Remote Support Worx Home for Android App

  • Various bug fixes and improvements were made to the Citrix Worx App for XenMobile.

GoToAssist (Remote Support) App for iPad (v1.6.500) Release Notes

Released September 12, 2013

Note: The GoToAssist (Remote Support) app for Android is only for use by GoToAssist Remote Support technicians.

SUMMARY:

  • App localization in French, German, Spanish, Italian & Portuguese
  • Support for GoToAssist (Customer) app for Android
  • Support for shared seats

Note: The GoToAssist (Remote Support) app for iPad (v1.6.498) includes some of the following changes, but those changes were not previously included in release notes.

What’s New?

App Localization in French, German, Spanish, Italian & Portuguese

  • The GoToAssist (Remote Support) app for iPad technicians will now be translated into French, German, Spanish, Italian and Portuguese (Brazilian) for users whose iOS language settings (Settings app > General > International > Language) are set to any of those languages.

Support for GoToAssist (Customer) App for Android

  • Backend changes were made to support use with the GoToAssist (Customer) app for Android. Technicians can use the iPad app to start screen sharing sessions (with remote control) with Android customers using the GoToAssist (Customer) app.

Support for Shared Seats

Note: This feature, though generally available, is not being openly marketed to the public and technicians without shared seats will not see any mention of it in their web account. Please see the 13.2 Web release notes for more information about shared seats.

  • Technicians with shared (i.e., concurrent) seats will now see the following messages when an administrator clears their seat:
    • If they have started a support session but the customer has not yet joined, they will see the following: “The session was disconnected.”
    • If they try to start a new session, they will see the following: “All shared seats are in use.”

Bug Fixes:

Fix for Crash after Selecting Chat, Notes or Keyboard Icons

  • The Chat, Notes and Keyboard icons work as expected when tapped by iPad technicians. Previously, tapping these icons resulted in the app crashing.

Fix for Black Screen

  • If technicians put the app in background mode during a screen sharing session and then re-open it, they will no longer see a black screen.

Fix for Switching from Computer to iPad Sessions

  • When technicians are in a support session from a Windows or Mac computer and then start a support session from an iPad, they now see the following message on the iPad: “The account is hosting a session at another computer. Starting this session will end the other session. Do you want to continue?” They can then tap Yes to end the session on the Windows or Mac computer and continue on the iPad, or tap No to continue running the session on the computer.

Fix for Disappearing Keyboard Toolbar

  • The keyboard toolbar will no longer disappear for iPad technicians when customers send chat messages.

GoToAssist Remote Support (v1.6, b545) Release Notes

Released September 5, 2013

SUMMARY:

  • Additional “End Session Dialog” Option
  • Fixes for Mac & Windows unattended support

What’s New?

Additional “End Session Dialog” Option

  • Admins can now choose whether they wish to have the End Session dialog displayed when support sessions are closed. Admins can set this under Configure > GoToAssist Settings > Session End Dialog.

Configure SessionEndDialog 01

Launching into Session without Java

  • Mac customers can now be launched into session without using Java.

Bug Fixes:

Fixes for Mac Unattended Support

  • Mac customers no longer experience issues joining support sessions. Previously, some customers had to start the GoToAssist Customer application manually in order to join an attended session because they were not properly launched into session. In addition, some customers did not see the Join dialog at all and were unable to enter their support key, preventing them from joining sessions.
  • GoToAssist no longer crashes when Mac technicians attempt to set up unattended support on a Windows computer during an attended support session.
  • Technicians no longer experience an unexpected crash while installing unattended support from http://fastsupport.com/unattended after they select the company.
  • Mac technicians no longer lack keyboard/mouse control when customers join support sessions.
  • Mac technicians no longer lose keyboard/mouse control if they use an “Alt Gr” shortcut (i.e., Alt + Gr + any special character). Previously, this caused remote control to be transferred to the customer.
  • Mac technicians no longer lose keyboard/mouse control if the session is idle for 10 minutes or more. Previously, technicians had to hold down Shift or Alt to regain remote control.
  • Uninstalled Mac Unattended Support Computers are now correctly shown as “Removed.” Previously, they were incorrectly shown as “offline.”
  • When the “Uninstall customer application when session ends” check box is selected in the GoToAssist Expert preferences, the GoToAssist Customer application is completely removed from the customer’s machine after the session ends. Previously, the application did not properly uninstall.
  • Characters typed by Mac technicians no longer appear as “aaa” when connected to a Mac customer in a Apple remote desktop session with another Mac system.
  • Additional improvements were made to increase the stability of the app and prevent unexpected crashes.

Fixes for Windows Unattended Support

  • Windows technicians no longer experience an unexpected crash when trying to start a new support session without having any Unattended Support Computers installed.
  • Windows technicians are no longer able to re-access Unattended Support Computers with which they recently ended sessions without entering the credentials. Previously, if technicians started a new session with the same computer within the BAT expiration time, they could access the remote computer without re-entering credentials.
  • Windows technicians no longer experience disappearing session thumbnails for sessions that are still open. Previously, starting multiple sessions in quick succession and then closing 1 of the sessions sometimes caused the session thumbnails for the open sessions to disappear.
  • Windows technicians no longer experience issues when using “reboot/reconnect” during the same session in which they set up unattended access.
  • When technicians connect to an Unattended Support Computer that has stored password credentials, the “Logging in” dialog no longer freezes and prevents them from accessing the computer.

Fix for End Session Dialog with Timed Out Sessions

  • The End Session dialog no longer appears for sessions that were ended by timing out (rather than being ended by the technician or customer).

Fixes for Windows 8 Computers

  • Technicians no longer experience issues using the Reboot/Reconnect with Safemode option with Windows 8 machines. Previously, these machines failed to reconnect.
  • Technicians no longer experience high-DPI screen sharing problems when in session with Windows 8 computers.
  • Technicians no longer experience a loss of screen sharing after switching to the Windows login screen and returning to the session.
  • Windows 7 technicians no longer see a black screen instead of the customer desktop when sessions with a Windows 8 computer are idle for more than 5 minutes.

Fixes for Reverse Screen Sharing

  • Mouse/keyboard control is no longer unexpectedly revoked from customers during reverse screen sharing. Previously, customers sometimes lost mouse/keyboard control despite being granted permissions by the technician.
  • When technicians share their own screens with customers, customers do not have mouse/keyboard control unless granted permission by technicians. Previously, customers with Windows technicians were able to have mouse/keyboard control without being granted permission, while customers with Mac technicians could not have control even with granted permission.
  • When technicians share their own screens more than once during a support session, customers no longer lose the ability to have mouse/keyboard control (if granted permission) after the second time.
  • When technicians share their own screens (including mouse/keyboard control for customers) and customers use “Switch Users,” they no longer lose mouse/keyboard control once they return to the original user.
  • Reverse screen sharing works properly during sessions with multiple technicians.

Fix for Session Collaboration

  • After switching back from reverse screen sharing to normal screen sharing in a collaboration session, technicians no longer lose keyboard and mouse control. Previously, this loss of control caused the sessions to become unusable and the sessions had to be ended.

Fix for Simultaneous Support Sessions

  • When technicians in multiple active support sessions receive a chat from 1 customer while chatting with another, the cursor focus no longer switches to the newest chat.

Fix for CPU Usage

  • Fixes and improvements were made to reduce CPU usage both during and after support sessions.

The following changes and fixes were also included in this release with minor to no impact on customers:

  • Fix for “Lock on Connect” not working after upgrade (Windows and Mac)
  • Change to save existing desktop application to a separate folder and provide rollback script during upgrade (in case of failure)
  • Fix for Mac screen sharing not working after auto-accepting unattended access
  • Fix for Mac OS X 10.6 Unattended Computers crashing after upgrade/downgrade
  • Fix for Unattended Computers crashing when resetting connection during unattended sessions
  • Fix for Mac OS X 10. Unattended Computers showing black screen when connection is reset while computer display is asleep
  • Change to digitally sign GoToAssist Customer installer so that the publisher is displayed as Citrix Online
  • Fix for screen size on Windows 8 computers
  • Fix for GoToAssist icon being grayed out in download dialog for GoToAssist Customer (Mac)
  • Fix to remove loopback IP addresses “127.0.0.1” and “0.0.0.0” from reports
  • Fix to remove ability to resize horizontal splitter for Mac GoToAssist Expert desktop application
  • Change to rename “Remote Support Reporting” to “Reports” in Remote Support drop-down menu
  • Fix to remove mention of File Transfer feature in the Approve Session window for Android support sessions (as File Transfer is not supported)
  • Fix for black screen when connecting to Windows 8 All-In-One device
  • Fix for disappearing hard keys when ending 1 of many active sessions (between Mac technicians and Android customers)
  • Fix for “Show remote cursor” option having no effect
  • Fix for incomplete PDF reports
  • Fix for inability to continue session after pausing
  • Fix for wrong Forgot Password? link
  • Fix for GoToAssist Expert timing out and/or slowing down when forcing upgrade of unattended machines
  • Fix for GoToAssist Expert window being too large for screen resolution 1024 x 768 (Windows)
  • Fix for diagnostics time having incorrect AM/PM setting when in 12 o’clock hour
  • Fix to support drives which are larger than GB in diagnostics
  • Fix for “PM/AM” time format not being applicable for European languages
  • Fix for unattended machine periodically giving “Customer has left the session” message when trying to connect
  • Fix for GoToAssist Expert failing to re-install
  • Fix for “Unattended Support Connection” notification not displaying technician’s name
  • Change to add detection for Windows 8.1 (Blue) inclusive editions for diagnostics
  • Fix for wrong status indication during reverse screen sharing (Mac technician)
  • Fix for Mac Unattended Support Computer not displaying auto-accept window (and going directly to log-in screen)
  • Fix for GoToAssist Customer application not being uninstalled after session end (if enabled in Preferences)
  • Fix for Mac customer’s keyboard/mouse actions not triggering remote control notifications
  • Fix for GoToAssist Customer application (Mac) unexpectedly crashing when Session End window is not accepted
  • Fix for ending 1 session ending the other when a Mac technician has joined multiple collaborative sessions
  • Fix for Mac technicians inability to use keyboard shortcuts (e.g., copy/paste) in Notes window
  • Fix for Mac customer with Session Ended window still being able to access the File Transfer menu
  • Fix for offline Unattended Support Computers not appearing as “offline” in the Unattended Computers list
  • Fix for Mac GoToAssist Customer desktop application build 498 crashing during upgrade to build 541
  • Fix for Chat window showing “is typing…” without customer name for Windows technicians
  • Fix for “Keep in dock” not working for GoToAssist Expert desktop application (Mac)
  • Many translation fixes

GoToAssist Monitoring (13.8 Web & v4.2.26.2216 Crawler) & Remote Support Release Notes

Released August 15, 2013

SUMMARY:

  • New Monitored Devices tab
  • Searching by custom fields
  • Serial numbers as ID for Windows computers
  • Fix for Uploading Files during Customer-Initiated Chat

What’s New?

New Monitored Devices Tab

  • Admins can now easily switch their devices between “monitored” and “unmonitored” using the new Monitored Devices tab in the Admin Center. They can select or unselect the “Monitored” check box to do so.

vc_30

Searching by Custom Fields

  • The search box in the Inventory can now be used to search custom fields within device entries (e.g., “asset tag”). Previously, these fields were not searchable.

Serial Numbers as ID for Windows Computers

  • Windows computers (i.e., those with WMI credentials in Crawler) now use serial numbers as their primary unique identifiers in order to avoid duplicate Inventory entries. Previously the IP address and MAC addresses were used, which were less due to their ability to be changed and sometimes caused duplicate entries.

Bug Fixes:

Fix for Uploading Files during Customer-Initiated Chat

  • The Upload File feature once again works with all supported devices. Previously, some customers and technicians experienced a bug in which they could see the message “[user] has started to upload the file [file name]”, but the file would never finish uploading and the link to it would never appear.

customerside_using Windows PC

Fix for Re-Adding Previously Deleted Users

  • Technicians should no longer encounter an error when trying to add a new technician whose email was previously registered with a GoToAssist account but has since been deleted. Previously, GoToAssist would incorrectly identify the email address as belonging to an existing user (even though the user was deleted) and would produce the following error message: “An account already exists for that email address. Please try a different email address.”

Fix for Duplicate Users

  • It is no longer possible for admins to add multiple technicians with the same email address. Previously, a lag on the Users & Permissions page sometimes resulted in duplicate technicians, which then had to be manually deleted.

Fix for Crawler Data Accuracy

  • When technicians disable or remove a wired or wireless network interface, it is removed from the Inventory. Previously, the Inventory wasn’t immediate updated and the disabled/removed interface still remained.

Fix for WSUS Patch Reporting App

  • Technicians should no longer encounter a “GoToAssist could not respond to your request” error in the WSUS Patch Reporting app when they click the “Updates Awaiting Approval” and “Failed Updates” form.

Fix for Searching by Notes

  • The search box in the Inventory can be used to search by notes. Although it was announced in a previous release, this feature did not previously work with Notes.

GoToAssist (Remote Support) App for Android (v1.0.212) Release Notes

Released August 9, 2013

Note: The GoToAssist (Remote Support) app for Android is only for use by GoToAssist Remote Support technicians.

SUMMARY:

  • Mobile to mobile support for Android devices
  • New search box in Unattended Support Computers list

What’s New?

Mobile to Mobile Support for Android Devices

  • Technicians running Android 2.3.3 OS (Gingerbread) or higher can now use their Android devices to invite customers to join full support sessions (including screen sharing and remote control). Previously, these sessions were “view-only” and did not include remote control.

Screensharing with android technician

New Search Box in Unattended Support Computers List

  • Technicians can now use the search box to quickly find computers in their Unattended Support Computers list.

UnattendedCompListSearch

Bug Fixes:

Fix for Crash with Large Amount of Unattended Support Computers

  • The app should no longer crash unexpectedly when technicians try to open the Unattended Support Computers list for accounts with a large amount (>500) of computers listed.

Fixes for App Stability & CPU Usage

  • Fixes and improvements were made to (a) increase the stability of the app when it is running in the background, (b) improve the connectivity and session-join performance and (c) reduce CPU usage both during and after support sessions.

GoToAssist (Customer) App for Android (v1.0.80) Release Notes

Released July 31, 2013

Note: The GoToAssist (Customer) app is only for use by Android users being supported by a Remote Support technician.

SUMMARY:

  • Support for 4.2 OS (Jelly Bean)
  • Session Recording for Sessions with GoToAssist Customer App
  • Session Reporting for Sessions with GoToAssist Customer App

What’s New?

Support for 4.2 OS (Jelly Bean)

  • Customers with Samsung devices running Android 4.2 OS (Jelly Bean) can now join full screen-sharing support sessions using the GoToAssist Customer app, which allows technicians to have full screen sharing and remote control of their devices. Previously, only devices with 2.3.X OS (Gingerbread), 4.0.X OS (Ice Cream Sandwich) or 4.1.X (Jelly Bean) were supported.

Galaxy screensharing

Session Recording for Sessions with GoToAssist Customer App

  • Support sessions with customers using the GoToAssist Customer app for Android can now be recorded and downloaded for later use.

Galaxy recording

Session Reporting for Sessions with GoToAssist Customer App

  • Support sessions with customers using the GoToAssist Customer app for Android are now included in session reports.

Bug Fixes:

Fixes for App Stability & CPU Usage

  • Fixes and improvements were made to increase the stability of the app, improve the connectivity and session-join performance and reduce CPU usage both during and after support sessions.

GoToAssist Remote Support (13.2 Web) & Service Desk Release Notes

Released July 19, 2013

SUMMARY:

  • Export Inventory
  • Reformatting of Add User / Edit User Windows
  • Saving Contact Channels

What’s New?

Export Inventory

  • Technicians can now export their Inventory using .XLS and .CSV files. To do so, they can filter the devices as desired, then click Excel or CSV.

7-16-2013 3-33-56 PM

Reformatting of Add User / Edit User Windows

  • The format of the Add User / Edit User page flow for Remote Support have been updated. It now appears as 3 separate steps, as follows:
    • 1. User Data
    • 2. Permissions
    • 3. Modules & Subscriptions

7-15-2013 4-27-04 PM

Saving Contact Channels

  • GoToAssist now saves the states of contact channels depending on both their “activated/non-activated” and “available/unavailable” states, and also sends notifications when technicians are “activated” but “not available” (e.g., notifications via mail). Previously, GoToAssist only saved the “activated/non-activated” state and did not send notifications if the state was “not available.”

Bug Fixes:

Fix for Duplicate Technician Error Message

  • If an administrator tries to add a new technician using the same email address as an existing technician, the following error message appears: “The user is already a member of this account.” The previous error message read “no seats available,” which was incorrect.

7-15-2013 3-57-38 PM

GoToAssist Service Desk (29.9 Web) Release Notes

Released July 16, 2013

SUMMARY:

  • Active & Inactive User Filters (B#12723)
  • “Source” in Reports & Triggers (B#12788)
  • “Search as You Type” for “Linked to” Attributes (B#12901)

What’s New?

Active & Inactive User Filters

  • Administrators can now filter the list of users by Active and Inactive under Configure > Users. This allows for easier administration of users without having to navigate through inactive users as people join or leave an organization.

“Source” in Reports & Triggers

  • Technicians can now include “source” (i.e., where an incident was created – via email, portal or technician) in custom report attributes, which allows technicians to determine where and how incidents are being created within their services.
  • In addition, “source” now appears in the triggers menu, allowing technicians to create different actions for incidents depending upon where and how they were created.

“Search as You Type” for “Linked to” Attributes

  • When creating custom report using the “linked to” attribute, technicians can use “search as you type” to find and select the Service Desk record, thus removing the necessity to remember and enter the entire record ID.

Support for Shared Seats (Concurrency) for Remote Support & Service Desk

  • Additional work was done to support the new shared seats option (i.e., concurrency) that is included in the next Remote Support release later this week. Additional release notes will be sent at that time.
    • Note: Though this feature will be generally available, it will not be openly marketed to the public and technicians without shared seats will not see any mention of it in their web account. Please consider it private and confidential until further information is provided. The feature is mainly considered a cost-effective alternative subscription model that Sales may use in certain situations (e.g., customer retention, shift workers, light use). Shared seats will not available for online subscription and will only be able to be purchased through a Sales Representative.

GoToAssist Monitoring (13.6 Web & Crawler v4.2.25.2209) & Remote Support Release Notes

Released July 15, 2013

SUMMARY:

  • Collecting License Keys
  • Searching by Serial Number and Notes
  • Additions to Seats & Devices
  • Rename “Service Health Plugin”

What’s New?

Collecting License Keys

  • The Crawler now collects license keys for Microsoft Office 2010, and 2013 and displays it in the Inventory on the software tab.

Searching by Serial Number and Notes

  • The search box in the Inventory can now be used to search by serial number (i.e., service tag) or notes. Previously, these fields were not searchable.

7-16-2013 3-33-56 PM

Additions to Seats & Devices

  • The Seats & Devices tab now displays “Retention of log data” and “Retention of device data” for Monitoring accounts.

7-16-2013 2-15-26 PM

Rename “Service Health Plugin”

  • The Service Health Plugin has been renamed the Network Service Health Plugin in an effort to more clearly describe its function of running network tests against devices.

2013-07-03_1349

Bug Fixes:

Fixes for Inventory App

  • HTTP responses of 400 – 499 are now considered “okay” and displayed as such on the Classification tab. Previously all 4xx responses were considered “failed,” which was misleading as most customers consider that to be an “okay” response.
  • Duplicate disk info collected from the Crawler and the GoToAssist Customer desktop application (i.e., Off-LAN Remote Support agent) is now merged into a single disk device in the Inventory. Previously, the duplicate info was displayed as 2 different disks.
  • The Remote Support inventory data is now maintained more consistently and accurately. Previously Remote Support Off-LAN data collection data submissions were sometimes merged incorrectly, causing errors when launching support sessions.
  • All Windows devices display the Windows icon under “Protocols” in the Inventory. Previously, some Windows devices were missing the icon.
  • Devices with no IP Address no longer appear in the Inventory. Previously, they appeared as “unnamed” devices.

Fix for “Select Groups and Devices” Window

  • Technicians should no longer experience issues when trying to select or unselect check boxes in the “Select Groups and Devices” window.

Fix for Automation App

  • There should no longer be discrepancies in the statuses of aborted scripts (i.e., showing “failed” in one place but “aborted” in another).

Screen shot 2012-10-08 at 3.08.25 PM

Fixes for Reports App

  • The “service tag” (i.e., serial number” and/or DNS names for Macs are now properly reflected in generated reports. Previously, they did not appear in the reports, even though they appeared in the Inventory app.
  • Devices that were discovered by the Crawler but had their names changed manually now appear correctly in generated reports. Previously, the modified names weren’t shown correctly in the reports.
  • The report “Windows servers and their free disk space” no longer show blank rows with nameless devices.

Fixes for Alerts App

  • The devices relevant to an alert are displayed in the “Device” column. Previously, they all listed “unknown” under “Device.”
  • VM Ware disk space alerts are no longer triggered prematurely. Previously, they were triggered even though VM Ware disk space was not at the threshold.
  • When using the “Windows service not running” alert, the drop-down menu for services now displays the service name if the Windows device has a blank “display name.” Previously, the it displayed “null” instead of the service name.

GoToAssist Service Desk (27.0 Web) Release Notes

Released June 27, 2013

SUMMARY:

  • New Tasks Feature

What’s New?

New Tasks Feature

  • Technicians can now create tasks for any Service Desk record, including incidents, problems, changes, releases and knowledge articles. Creating tasks allows technicians to designate specific action items with individual assignees and due dates. For more information about tasks, see here.
    • Note: Assigning a task to a user will automatically add the user to the watchlist, ensuring that they are kept up to date with any changes made to the record.

6-19-2013 1-42-41 PM

GoToAssist Service Desk (24.0 Web) Release Notes

Released June 10, 2013

SUMMARY:

  • Setting Custom Fields from Triggers
  • New Default Settings (Per-Service Basis)
  • Additional Functionality for “Hide SLA Updates” Option
  • Creating Custom Reports Linked to Configuration Items

What’s New?

Setting Custom Fields from Triggers

  • Admins can now create triggers based on custom fields. To create triggers, admins can select the custom field from the Rule drop-down menu (“When do you want your trigger to occur?”) or the Action drop-down menu (“What do you want to happen?”).G2A-SD_Triggers_RulesActionsDropDown
  • In addition, technicians can configure triggers to change the value of date fields (such as “resolution due date”), including that of custom fields.

Screen Shot 2013-06-11 at 4.05.55 PM

New Default Settings (Per-Service Basis)

  • The following new default settings are now available for admins to select under Configure > Services > [select service] > Incidents > Default Selections:Screen Shot 2013-06-11 at 3.31.15 PM
    • Check “Show in Portal” by default for incidents linked to customers – This option automatically selects the “Show in Portal” check box on the incident form for incidents under the selected service.6-11-2013 2-30-33 PM
    • Allow customers to reassign incidents – This option allows customers under the selected service to reassign incidents from within the Customer Portal to themselves and back to the technician (it does not allow customers to change the assignee to different technicians). Previously this ability was default behavior for the Customer Portal, but it is now disabled by default; instead, admins can choose to enable it using this new check box.6-11-2013 2-20-09 PM

Additional Functionality for “Hide SLA Updates” Option

  • The functionality of the “Hide SLA Updates” option (under Configure > Account-Wide Settings > Defaults) has been updated to also hide the priority and due-date information from all customer-facing communications (including the incident pages within the Customer Portal). These new features are now included in addition to the option’s existing function of hiding SLA updates from customer emails.

6-11-2013 2-37-14 PM

Creating Custom Reports Linked to Configuration Items

  • When a technician creates a custom report using the “Linked To” condition, they can now search for and include configuration items.

Screen Shot 2013-06-11 at 3.48.54 PM

GoToAssist Remote Support (13.1.3 Web) Release Notes

Released June 7, 2013

SUMMARY:

  • Signing Up for Remote Support & Service Desk with Multiple Technicians

What’s New?

Signing Up for Remote Support & Service Desk with Multiple Technicians

  • Potential customers can now include up to 10 technicians in their Remote Support and/or Service Desk subscription plans and free trials by selecting the number of technician seats on the first page of the sign-up flow. Once signed up, customers can log in at https://app.gotoassist.com and go to Configure > Users & Permissions to assign the additional technician seats to new users. Previously, customers could only sign up for 1 Remote Support and/or 2 Service Desk technicians during their initial registration.6-5-2013 1-26-21 PM6-5-2013 2-03-39 PM
  • Potential customers now see a Have Questions? Contact Sales link at the top of the first page in the sign-up flow. Customers can click it to open a Online Sales Chat window, where they can enter their name, email address and question. Once they click Continue, they will be automatically launched into a GoToAssist Corporate FastChat support session with a Global Customer Support representative.
    • Note: Online Sales Chat is only available Monday through Friday between 6 AM and 4 PM Pacific Time.

    6-5-2013 2-20-48 PM

  • Customers who select 11+ technicians will see the following message: “To create an account with more than 10 technician seats, please contact us by completing this form or calling us at 1 888 646 0014.”

6-5-2013 5-17-11 PM

GoToAssist Remote Support (13.1.2 Web) Release Notes

Released May 23, 2013

SUMMARY:

  • Changes to Display for FastSupport.com Site Integration
  • Fix for Copy/Pasting Support Key
  • Fixes for Your Name and Support Key Fields

What’s New?

Display for FastSupport.com Site Integration

  • If FastSupport.com detects that it has been loaded within an iFrame (e.g., for customers who have integrated the FastSupport.com web site into their own web sites), by default it will no longer display the following warning message at the top: “Be cautious if you receive unsolicited requests to access your computer.” In addition, customers can use a new “?showLegalInfo” parameter (set to “true” or “false” values) to override that default and have the warning message displayed. Previously customers could not adjust this, which caused some embedded content to be distorted when the dimensions of the warning were changed in a previous release.

with-legal-box

Bug Fixes:

Fix for Copy/Pasting Support Key

  • Customers can now copy/paste the support key from the Office Clipboard into the Support Key field without encountering errors.

Fixes for Your Name and Support Key Fields

  • The Support Key field no longer goes blank if the customer clicks elsewhere (aside from the Continue button) after entering content.
  • If a customer enters an invalid support key and clicks Continue, the Your Name field is now re-populated with the customer’s previously entered name once the page reloads and displays the “Invalid support key” error. Previously, both fields were blank when the page reloaded.

GoToAssist Service Desk (17.13 Web Update) Release Notes

Released May 14, 2013

New Trigger Records Feature

  • Technicians can now create triggers (i.e., alerts) on a per-service and/or account-wide basis. Creating triggers enables technicians to create specific criteria about what incident or event creates a trigger record, as well as create basic workflows and routing. Triggers can be created for incidents, problems, changes, releases or knowledge articles.
    • Example use cases: Technicians may want to create a trigger that stops the clock when an incident’s status is changed to “With Customer,” one that automatically makes new incidents “P1” priority if their title contains the word “urgent,” or one that automatically assigns new incidents to a specific person if the incident’s type is “Query,” “Feature Request” or “Feedback.”

4-23-2013 3-50-37 PM

  • To create triggers, technicians can do the following:
    1. Go to the Triggers page.
      • To create triggers on a per-service basis, go to Configure > Services > [select service] > [Incidents, Problems, Changes, Releases or Knowledge tab] > Triggers tab > New Trigger.
      • To create triggers on an account-wide basis, go to Configure > Account-Wide Settings > Triggers.
    2. Fill in the required trigger and response information; click Add Another to add additional fields.
      • Specify the rule(s): Select what event(s) or conditions should cause a trigger report to be created.
      • Specify the actions(s): Select what should occur whenever the conditions specified in the rules above are met.

      Screen Shot 2013-04-23 at 7.36.41 AM

    3. Click Save when finished.
    4. When the conditions specified in Step #2 are met and a record is created, any triggers matching those rules will be applied. Triggered actions can be viewed in the Activity pane on the Incident, Problem, Change, Release or Knowledge Article form.
      • Note: Triggers are not cascading (i.e., the actions applied as a result of 1 trigger will not trigger others). Account-wide triggers are applied first, then service-specific triggers.

Screen Shot 2013-04-23 at 7.36.41 2

GoToAssist Remote Support & Monitoring (13.4 Web & Crawler v4.2.24.2197) Release Notes

Released May 8, 2013

SUMMARY:

  • New “Get Started” Page for Monitoring
  • New Default SmartGroup
  • Digitally Sign Crawler
  • “Max 1,000 device” Message on Crawler Status Window
  • Update to “Windows CPU Usage over Threshold” Description
  • Name Changes to Alerts App & Patch Management App

What’s New?

New “Get Started” Page for Monitoring

  • When Monitoring technicians log in to their accounts for the first time or create a new Company, technicians are now redirected to the Monitoring Setup Assistant, which explains the 3 data-collection options and helps technicians start setting up their account (similar to the corresponding Remote Support changes included in the GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.14.2005) Release).
    • Note: This will only apply to accounts created after this release.

    G2A-MO_SetupAssistant_welcome

  • These instructions focus on introducing technicians to the 3 data-collection methods (LAN, Off-LAN and Internet Services Test); technicians can choose to complete the guided installation using the Setup Assistant for any or all of the methods (technicians must complete the setup of at least 1 method before being allowed to exit the Setup Assistant). Technicians (including those with existing accounts prior to this change) can access the guided installation at any time under Monitoring > Setup Assistant in the top navigation.G2A-MO_SetupAssistant_DropDownMenu
  • The Monitoring Setup Assistant guides technicians by instructing them to choose their data-collection tools based on their devices and services. They can roll the mouse over each option to see a description and illustration of how that data collection method works, or click Show Details for more information.
    • Network Crawler for your in-house devicesInstalled on one Windows computer, the Crawler collects data from all network devices.
    • Agent for your mobile computersInstalled on each computer, the Agent collects data when connected to the Internet.
    • Internet Services TestingA probe in our Citrix data center tests services or devices over the Internet.G2A-MO_SetupAssistant_1
    • To set up the Crawler, technicians can click Download Crawler. They will be taken to the Inventory page once finished.4-24-2013 10-49-11 AM
    • To set up Off-LAN data collection, technicians can click Download Agent. They will be taken to the Inventory page once finished.4-24-2013 10-57-15 AM
    • To set up Internet Services Testing, technicians can click Set Up Test. They will be taken to the Data Collection app, where they can click Add a Test to get started.
  • Once technicians set up one of the options, it is marked as “Installed.” They can then exit the Setup Assistant by clicking the Close this assistant link at the top of the page. If technicians only partially complete the set up for any option, the Set Up link will change to reflect that (i.e., “Resume Agent Installation Assistant”).

G2A-MO_SetupAssistant_installed

New Default SmartGroup

  • A new “Devices not reported in 7 days” SmartGroup is now included by default in the Inventory.

Digitally Sign Crawler

  • The Crawler is now digitally signed so that the publisher is displayed as Citrix Online rather than “unknown publisher.”

digitally signed crawler

“Max 1,000 device” Message on Crawler Status Window

  • The Crawler Status window (accessed by right-clicking the Crawler icon in the system tray and selecting Crawler Status) now displays the following message: “The list is limited to show a maximum of 1000 devices. There may be more devices in the inventory.”

Crawler status window

Update to Alert Descriptions

  • The description for the standard alert “Windows CPU Usage over Threshold” and “Windows out of Memory” has been updated to include the following clarification at the end: “Only if device type = Server.”

Name Changes to Alerts App & Patch Management App

  • In the Alerts app, the 2 lists have been re-named as follows:
    • “Alert Summary” is now “Current Alerts”.
    • “Configure Alerts” is now “Alert Rules”.
  • The Patch Management app is now the WSUS Patch Reporting app.

5-6-2013 6-32-59 PM

Bug Fixes:

Fix for “Account Inventory” Link

  • In the Inventory app, clicking the Account Inventory link once again displays all device on the account (i.e., global view). Previously, clicking the link showed no devices rather than all devices.

account_inventory_breadcrumb

Fix to Prevent Accounts without Admins

  • Fixes were made to enforce the rule that all accounts must have at least 1 admin. Previously, it was possible to delete or revoke the admin permissions of the last admin on an account, creating an admin-less account; now attempting to do so will result in the following error message: “Cannot revoke the last Administrator role”

Fix for Deleted Groups in Plugins

  • When a group is deleted from the Inventory, any Crawler schedules that included the group (under Data Collection app > Crawler > Plugins tab) will now remove the group as well. Previously, the Crawler schedule retained the deleted group and displayed “deleted group” in the table (bug shown below) instead of completely removing it.

Screen shot 2013-01-07 at 9.10.19 AM

Fix for Logging in to Lapsed Accounts

  • Technicians with a lapsed Remote Support-only plan or a lapsed Monitoring-only plan no longer allow the user to login and make changes (i.e., adding companies, adding users).

Fix for Networks to Scan Tab

  • Under Data Collection app > Crawler > Networks to Scan tab, the text and buttons have been updated to reflect the changes made in the GoToAssist Monitoring (13.2 Crawler v4.2.22.2159) Release (only addresses can be added to the list, not groups). Previously, although technicians could no longer add groups to the list, the page and buttons still read “Add group or address.”

Fix for SMS Example

  • In the Add Contact Method window, the example for the “SMS Phone Number” field no longer starts with a plus sign (+). Previously, this was confusing for technicians with non-English accounts, because including a plus sign in the number caused an error for those technicians.

5-6-2013 6-14-21 PM

GoToAssist Service Desk (17.13 Web) Release Notes

Released April 23, 2013

SUMMARY:

  • Billable flag on time entries
  • Linking customers to Problems, Changes and Releases
  • Cosmetic improvements to service reports
  • New permission to override due date

What’s New?

“Billable” Flag on Time Entries

  • For services that allow both billable and non-billable time to be logged, technicians can now indicate which type of time is being logged.
  • To enable these settings on a per-service basis, administrators can do the following:
    • 1. Go to Configure > Services > [select service] General tab.
    • 2. Select the “Technicians will be able to flag time entries as billable for this service” check box.
    • 3. Click Save when finished.

    Screen Shot 2013-04-23 at 8.32.33 AM

  • Once admins enable the setting for a service, technicians will be able to add the “billable” flag to their time logs by selecting the “billable” check box.Screen Shot 2013-04-23 at 8.38.59 AM2
  • The “billable” flag will then appear in the descriptions of flagged time entries under Service Desk > Time.

Screen Shot 2013-04-23 at 8.40.49 AM

Linking Customers to Problems, Changes and Releases

  • Technicians can now link customers to problems, changes and releases (previously, this was only available for incidents). This addition facilitates more powerful reporting and tighter time tracking. Technicians can do this by clicking Link a Customer in the right navigation, just as with linking to incidents.
  • In addition, technicians can now include customers and companies as criteria in custom reports.

New Permission to Override Due Date

  • Administrators can now allow admins and/or technicians to override resolution due dates for incidents. To enable this feature, administrators can go to Configure > Services > [select service] Incidents > Priorities & SLAs and select the “Resolution dates can be overridden” check box.

Screen Shot 2013-04-23 at 9.04.41 AM2

Cosmetic Improvements to Service Reports

  • Improvements were made to the service reports to improve their usability, such as new color schemes and the addition of x and y axis labels to clarify what is being shown within reports.

Bug Fixes:

Fix for Incident SLA Report Discrepancies

  • Technicians should no longer see discrepancies between Incident SLA reports viewed in the web application and those exported to CSV from the web application. Previously, the Incident SLA Compliance report was incorrectly reporting “Resolved” for incidents that should have been in the “In Progress” count.

Fix for Non-Ascii Characters in Customer Names

  • Technicians should no longer encounter errors when searching for customers who names start with non-ASCII characters. Previously, customers whose names started with Cyrillic characters could not be selected from the autocomplete field within an incident.

Fix for Email Formatting

  • The formatting of email content should no longer appear distorted (i.e., all one-line or double line spaced). Previously, technicians encountered these issues intermittently, depending on how they were coded.

GoToAssist Service Desk (16.4 Web) Release Notes

Released April 15, 2013

SUMMARY:

  • URL changes (desk.gotoassist.com and deskapi.gotoassist.com)
  • Customer Portal in Spanish, French, Italian, German and Portuguese
  • Ability to change service names
  • Account and technician API account API tokens
  • New “Create Incident for Customer” API call

What’s New?

URL Changes (desk.gotoassist.com and deskapi.gotoassist.com)

Customer Portal in Spanish, French, Italian, German and Portuguese

  • The Customer Portal now supports Spanish (Espanol), French (Franҫais), Italian (Italiano), German (Deutsch) and Portuguese. Language changes can be made as follows:
    • Technicians can change the default language for all customers (including the customer portal, web pop-ups and admin center) by going to Configure > Customer Emails & Portal > Portal Settings > Customer Portal Default Language Portal.Screen Shot 2013-04-09 at 2.12.41 PM
    • Technicians can change the language on a per-customer basis by going to Configure > Customers > select customer > General Tab > Language.Screen Shot 2013-04-09 at 2.11.38 PM
    • Customers can change their own language by logging in to the Customer Portal and going to My Settings > Edit Settings > Language.Screen Shot 2013-04-12 at 8.28.30 AM

Ability to Change Service Names

  • Service names can now include characters outside of the American Standard Code for Information Interchange (ASCII), which allows technicians to include service names in other languages (i.e., “ITサポート”).
  • Technicians can now click the Help icon4-10-2013 9-04-37 PMto view instructions about how to set up email integration for the service.

Screen Shot 2013-04-09 at 2.39.33 PM

Account and Technician API Tokens

  • Account administrators can obtain an account-wide API token, which can be used to access all the information within an account. Performing any updates in the account using this API token will assume the primary account admin is performing the action (as per the final comment on the help section on the page). To obtain an account-wide API token, administrators can go to Configure > Account Wide Settings > API Token tab.
  • Technicians can also find personal API keys that can be used to access information about the services for which they have access. To view their personal API tokens, technicians can go to Configure > My Service Desk Settings > My API Token tab. The page displays the technician’s personal API key, as well as support links and details on how to use the API token within an example cURL request.

Screen Shot 2013-04-09 at 2.19.56 PM

New “Create Incident for Customer” API Call

  • A new Create Incident for Customer API call has been added to the Service Desk APIs (all APIs will be available at https://developer.citrixonline.com as soon as possible). This call creates an incident under the specified service, and finds (or creates) the customer and links them to the incident. The created incident will appear to be have been created by the customer.
  • Create Incident for Customer API
    • URL: https://deskapi.gotoassist.com/v1/customer_incidents
    • Method: POST
    • Response Type: JSON
    • Example POST Request:
      {
      "incident":{
      "service_id": "123123123",
      "title": "test",
      "symptom": "symptom details",
      "customer_attributes": {
      "first_name": "Fred",
      "last_name": "Flax",
      "email": "fred.flax@beetil.com"
      }
      }
      }

GoToAssist (Customer) App for Android (v1.0.52) Release Notes

Released April 12, 2013

Note: The GoToAssist (Customer) app is only for use by Android users being supported by a Remote Support technician.

SUMMARY:

  • New Android app to allow Android users to be supported by Remote Support technicians

What’s New?

New Android App for Remote Support Customers

  • A new GoToAssist (Customer) app now allows Android users to join screen-sharing* support sessions with Remote Support technicians. Technicians can use the GoToAssist (Remote Support) app for Android (see below), the GoToAssist (Remote Support) app for iPad, or a Mac or Windows computer to start support sessions with Android devices.
    • Note: Customer devices must be running 2.3.X OS (Gingerbread), 4.0.X OS (Ice Cream Sandwich) or 4.1.X (Jelly Bean) to use this new app.

    feature_graphic

  • Android users can join a support session in either of the following ways:
    • 1. Install the GoToAssist Customer app from the Google Play store, enter the Session Key and tap Join Session.2-input
    • 2. Tap the Join URL in the session invitation email.
      • If customers already have the app installed, the app will open with the Session Key pre-populated.
      • If customers do not already have the app installed, they will be taken to the app page in the Play Store app.
        • Note: Once the app is installed, customers will need to join the session again in either of the ways described above.
    • When joining support sessions from the new app, Android customers will be launched into session as follows:4-12-2013 11-51-48 AM
    • * Due to limitations by manufacturers, rooted Samsung devices and non-Samsung devices are limited to chat-only mode. Android and iOS technicians starting view-only support sessions with Android customers will see the following message: “View-Only Mode. Your customer’s device does not support remote control.”

view_only mode

Customer Chat Screen:

4-chat

Mac Technician in session with Android Customer:

Screen shot 2013-03-11 at 11.06.00 PM

GoToAssist (Remote Support) App for Android (v1.0.193) Release Notes

Released April 8, 2013

Note: The GoToAssist (Remote Support) app for Android is only for use by GoToAssist Remote Support technicians.

SUMMARY:

  • Support for new GoToAssist (Customer) app for Android
  • Forced upgrade for Android technicians
  • Misc. improvements and updates

What’s New?

Support for New Android App for Remote Support Customers

  • Updates were made to support use with the GoToAssist (Customer) app for Android (above). Technicians can use the GoToAssist (Remote Support) app for Android to start view-only support sessions (i.e., no remote control) with Android users on supported Samsung devices. See the GoToAssist (Customer) app for Android (v1.0.52) release notes above for more information.

Android to Android- Expert Chat

Forced Upgrade for Android Technicians

  • Remote Support technicians using the GoToAssist app for Android technicians v1.0.177 or older will now see the following message: “Update Required. To ensure that GoToAssist works properly, please download the updated from the Play Store now.” They can select Visit the Play Store to launch the Play Store app.

Update_required

GoToAssist Remote Support (Reporting Service) Release Notes

April 8, 2013

SUMMARY:

  • Fix for Computer Name in Session Reports
  • Fix for Error when Creating Report

Bug Fixes:

Fix for Computer Name in Session Reports

  • Session reports now display the nickname of a machine (rather than its DNS name), which matches the name shown on the desktop applications and in the Reports app on the Remote Support web application. Previously, session reports displayed a machine’s DNS name under the “Computer Name” column, but the desktop applications displayed the machine’s nickname.

Fix for Error when Creating Report

  • Technicians should longer encounter a “Need help finding something” error when trying to create a report.

GoToAssist Remote Support (13.1.1 Web) Release Notes

April 2, 2013

SUMMARY:

  • New Design for FastSupport.com

What’s New?

New Design for FastSupport.com

  • The web sites https://fastsupport.com and https://fastsupport.com/unattended have been redesigned with a new look and feel. The changes include the following:
    • The following warning message appears at the top of the page: “Be cautious if you receive unsolicited requests to access your computer. Only join support sessions with people you recognize and trust.”
    • Page formatting has been improved to better support mobile devices.
    • The session number is divided by hyphens.
    • Users can press Enter key on their keyboards instead of clicking the Continue button.

4-3-2013 9-55-00 AM

GoToAssist Remote Support & Monitoring (Web 13.3 & Crawler v4.2.23.2183) Release Notes

Released March 29, 2013

SUMMARY:

  • Re-sizable Unattended Remote Support Inventory list
  • Test button for SSH Crawler credentials
  • Description column for “Networks to Scan” list
  • Deploy Hosts Option Renamed Download Unattended Installers
  • Fixes for Incorrect Language

What’s New?

Re-sizable Unattended Remote Support Inventory List

  • The Unattended Remote Support Inventory list can now be re-sized by clicking and dragging the slider at the bottom of the pane.

3-26-2013 1-50-59 PM

Test Button for SSH Crawler Credentials

  • When technicians are configuring SSH (Unix & OSX) credentials for the Crawler, they can now test the connection, user name and password using the new Test button. Previously, the Test button was only available for Windows Account and SNMP credentials.

3-26-2013 2-20-11 PM

Description Column for Networks to Scan List

  • At Data Collection app > LAN Data Collection > Networks to Scan tab, the “Networks and Devices to Scan” list now includes a Description column that lists the subnets or ranges technicians have configured the Crawler to scan.

3-27-2013 5-58-53 PM

“Deploy Hosts” Option Renamed “Download Unattended Installers

  • In the Remote Support drop-down menu in the top navigation, the Deploy Hosts option has been renamed Download Unattended Installers.

3-29-2013 11-41-47 AM

Bug Fixes:

Fixes for Incorrect Language

  • Technicians should no longer see content intermittently appear in the incorrect language on the Off-LAN Data Collection Schedule page.

Fix for Unknown Devices

  • In the Alert Summary pane, technicians should no longer see blank fields under the “Device” column (bug shown below).

O'Neill Europe BV (32379)_screenshot

Fix for Moving Devices

  • When technicians move devices from one Company to another, the devices now appear only under the Company to which they were moved. Previously, they appeared under both Companies.

Fix for VMware App Error

  • Technicians should no longer see the following error when viewing entries in the VMware app: “Unable to fetch page. Code = 500.”

Fixes for the Inventory App

  • Under the Inventory app > Patches tab, technicians should no longer see entries with title of “File 1” under Hotfix ID. Previously, a bug caused older hotfixes superseded by newer ones to appear as “File 1” in the WMI data.
  • Technicians should no longer occasionally see servers incorrectly classified as “printers” in the Inventory.
  • Patches information for Off-LAN data now appears on the Patches tab of the Inventory app.

Fix for Unattended Support Computers List

  • The syncing between the Unattended Support Computers list on the Remote Support home page and the list within the GoToAssist Expert desktop application has now been improved. Previously, the list within the desktop application was sometimes not synced properly with that on the Remote Support home page.

Fix for Reports

  • Technicians should no longer occasionally receive scheduled report PDFs with blank pages.

Fix for some versions of Internet Explorer

  • Internet Explorer should no longer crash on the Remote Support home page. Previously, that occasionally happened to some technicians, particularly during login.

Removal of Amazon CloudWatch Plugin

  • The Amazon CloudWatch Plugin no longer appears for new customers. Existing customers who already use the plugin will continue to be able to use it.

GoToAssist Service Desk (15.12 Web) Release Notes

Released April 1, 2013

SUMMARY:

  • Ability to configure customer emails on per-service basis

What’s New?

Configure Customer Emails on Per-Service Basis

  • In addition to setting up customer email templates account-wide (Configure > Customer Emails & Portal), Service Desk users can now choose to override these settings on a per-service basis. This enables users to provide more specific information in the email header and footer (or simply to turn off settings like auto-response emails), allowing users to provide more personal responses for services.
  • To configure customer emails for a service, users can do the following:
    • 1. Go to Configure > Services and select the service.
    • 2. On the Customer Emails tab, make desired changes as follows:
      • Sender Details – Configure sender address and email footer for emails sent to customers of the service.
      • Auto-Response – Configure the auto-response for emails sent to customers when they create an incident under the service.
      • Request for Feedback – Configure the automated response when requesting feedback from customers once an incident has been resolved and closed.

Bug Fix:

New Message for Users Without Service Desk Seat

  • When users are added to a GoToAssist account that includes Service Desk but are not provisioned with a Service Desk seat, they now see the following message on the Service Desk home page: “Your account is configured for Service Desk, however you do not have a license. Please contact your administrator [name] regarding access to Service Desk.” Users can then click the name of the administrator to contact them. Previously, the message provided links to try or buy Service Desk, which implied incorrectly that the account did not already include Service Desk.

GoToAssist Monitoring (Crawler v4.2.22.2159) Release Notes

Released March 12, 2013

Summary:

  • Removing Windows Services, Programs and Hardware from Inventory
  • Fix for Configuring Crawlers

What’s New?

Removing Windows Services, Programs and Hardware from Inventory

  • When a Windows service, program or hardware item is removed or uninstalled from the network, it is now properly detected by the Crawler and removed from the Inventory app.

Bug Fixes:

Fix for Configuring Crawlers

    When configuring networks and devices for the Crawler to scan, technicians can now only add addresses (previously, they could also choose to add groups to the configuration, but the feature did not work properly). The option to add groups has been removed from both the web application (Data Collection > Networks to Scan tab > Add Group or Address) and the Crawler Setup Wizard.

    • Note: The text has not yet been updated to reflect the change, so although it still reads “Add Group or Address,” only adding addresses is now available.

GoToAssist Monitoring (13.2 Web) & Remote Support Release Notes

Released February 27, 2013

SUMMARY:

  • Inventory App Updates:
    • User History in Inventory
    • “24 Hours” Message for New Devices
    • New Default Custom Fields
    • New Asset Retirement Report
    • Sorting in Software Group
  • Search Box for Companies Menu
  • Accuracy of Information
  • Removal of Remote Support Indicators for Devices
  • Update for Forum Links
  • Multiple GCS Escalations

What’s New?

Inventory App Updates

  • The following updates were made to the Inventory app:
    • User History in Inventory: The Users tab now shows a 3-month user history at the top of the page. Previously, this information could only be accessed by clicking each user individually.2-28-2013 12-48-10 PM
    • “24 Hours” Message for New Devices: When a new device is added to the Inventory, the following message now appears on the Device Details page: “This device was discovered less than a minute ago. Full details will show in approximately 24 hours after discovery.”2-28-2013 12-30-15 PM
    • New Default Custom Fields: On the Device Details page, the Custom Fields section now includes the device’s Date of Purchase, Asset Tag and Retirement Date. Technicians can fill in these fields by clicking Edit, or they can add or change the fields by clicking Configure.2-28-2013 12-06-36 PM
    • New Asset Retirement Report: A new Asset Retirement report is now included in the standard reports, which technicians can use to view all devices that have exceeded their retirement date. The report includes device name, purchase date, retirement date and days beyond expiration.2-28-2013 12-12-59 PM
    • Sorting in Software Group: The Inventory table on the Software group can now be sorted by clicking the column headers.2-28-2013 12-21-58 PM
    • Accuracy of Information: Changes were made to improve the accuracy of Inventory data with computers with data collected by both Crawler and off-LAN data collection of the GoToAssist Customer desktop application and to reduce the likelihood of duplicate devices.

Search Box for Companies Menu

  • The Company menu in the left navigation now contains a search box for accounts with a large number of Companies. Technicians can click the Magnifying Glass icon2-28-2013 4-54-18 PMto activate the search box, and results will display as you type.

2-28-2013 12-53-52 PM

Update for Forum Links

2-28-2013 1-28-54 PM

Bug Fixes:

Fix for Sorting on Patches Tab

  • At Inventory app > Patches tab, the “Installed on” column of the Installed Patches table sorts correctly. Previously, it was sorting by first character rather than the full date.

Fix for Removing Information from Inventory

  • When software, Windows services, hardware and license keys are removed from devices in the Inventory, the change is now reflected in the Inventory data. Previously, all former data would remain.

Fix for Removal of Remote Support Indicators for Devices

  • Devices that are not Windows or Mac machines no longer display the Unattended Support indicators (for Remote Support) in the top right (shown below).

2-28-2013 12-58-55 PM

GoToAssist Service Desk (12.25 Web) Release Notes

Released February 20, 2013

SUMMARY:

  • Active Directory Registration and Authentication
  • Logging In to Customer Portal with Google Account
  • “Resolved By” Column in Exported Incident Reports
  • API Changes:
    • New (DELETE) Delete Customer API
    • Update to (GET) Show Customer API
    • Account-wide custom fields now present in Incident / Problem / Change / Release API Calls

What’s New?

Active Directory Registration and Authentication

  • As an additional method of adding customers to their account, Service Desk technicians can now set up Active Directory registration and authentication. This allows Active Directory users to be automatically registered as customers when they log in from a company’s internal LAN. See our support site for additional information about Active Directory authentication.

G2A-SD_enable_ADauthentication

Logging In to Customer Portal with Google Account

  • Service Desk customers can now log in to the Customer Portal using a Google account. To do so, they can click the Google link at the bottom of the portal Log In page (this feature was previously available with Beetil, but was erroneously removed after the migration to GoToAssist).
    • Note: Customer self-registration does not need to be enabled in order for customers to use this feature.

2-20-2013 3-22-01 PM

API Changes

  • A new (DELETE) Remove Customer API call can now be used to delete customers.
  • The (GET) Show Customers API call now includes all customer attributes (i.e., parameters). Previously, it only included the customer name and ID, which necessitated subsequent API calls for additional information.
  • All Incident, Problem, Change, Release API calls now contain account-wide custom fields. If any service-specific custom fields are also present, these will be overridden with the service specific ones.

“Resolved By” Column in Exported Incident Reports

  • When an incident report is exported as a .CSV file (Reports & Queues > Select a Report > Export as CSV), technicians can now choose to include a “Resolved By” column.

GoToAssist Remote Support (v1.6, b498) Release Notes

Released February 11, 2013

SUMMARY:

  • Mac Multi-Session Support
  • Remote Desktop Protocol (RDP) Support for Attended Sessions
  • Assigning Attended Sessions to Companies (New End Session Window)
  • Diagnostics for Session Collaboration
  • Mac desktop applications in Italian, Spanish and Portuguese

What’s New?

Mac Multi-Session Support

  • Like Windows technicians, Mac technicians can now host up to 8 support sessions simultaneously using the GoToAssist Expert desktop application. Their open sessions appear in the left navigation as thumbnails, and they can click the Gear iconG2A-RS_mac_gear iconat the bottom of each thumbnail to view the following drop-down menu options: Edit Session Name (attended sessions only), Invite TechniciansPerformance Settings and End Session.

Mac_multi-session2

Remote Desktop Protocol (RDP) Support for Attended Sessions

  • Customers running Remote Desktop Protocol (RDP) sessions on Windows machines can now join attended support sessions.

Assigning Attended Sessions to Companies (New End Session Window)

  • When technicians end support sessions, they now see an End Session window that allows them to do the following (all of which are optional):
    • Edit the session name – Technicians can change the name of the session (i.e., the computer).
    • Assign the session to a company – Technicians can assign the session a company, or leave it undefined (previously, there was no way to affiliate attended support sessions with a company).
      • Note: Assigning sessions to companies allows technicians to run reports filters by company (see below).
    • Add/edit session notes – Technicians can edit the notes they created during the session and/or add additional notes.
    • Add Accounting Info – Technicians can add additional identifying info, such as a contract number or customer number. This optional information will vary by company and account, as it is solely for the technicians own tracking information.

    2-5-2013 5-26-18 PM

  • Technicians can now run reports for attended sessions filtered by company. On the Reporting page, technicians can use the Company drop-down menu to filter the report. Previously, this was only available for Unattended Support Sessions.

2-8-2013 9-50-41 AM

Diagnostics for Session Collaboration

  • Technicians who have been invited to collaborate on a support session can now view all Diagnostic Reports that were run during the session previous to their joining. To do so, they can click Diagnostics > View Recent Reports.

2-5-2013 5-24-41 PM

Mac Desktop Application in Italian, Spanish and Portuguese

  • Mac technicians who have their Primary Language set to Italian, Spanish or Portuguese in My Account will now see the GoToAssist Expert and Customer desktop applications fully translated.

2-8-2013 12-04-11 AM

Ending Support for Mac OS X 10.5 (Leopard)

  • The GoToAssist Expert desktop application no longer supports Mac OS X 10.5 (Leopard) and older.
    • Note: A previous version of these notes erroneously stated that the GoToAssist Customer desktop application had also stopped supporting OS X 10.5.

Bug Fixes:

Fixes for Stored Credentials

  • If the Unattended Support Computer has a stored password, technicians who have access to the machine will be able to connect without being prompted to log in, as long as they have been given access to the company that unattended access is set up under. If they do not have access to that company, they will be prompted to log in. Previously, a bug introduced in the last release caused the stored password to only be accessible to the person who set up unattended access on the machine.
  • When a technician is invited to join an Unattended Support Session with stored credentials, and then the initial technicians locks the customer’s computer, the invited technicians can click the Log In link to log in to the computer. Previously, clicking the Log In link caused a spinner to appear but the customer’s computer wouldn’t unlock.
  • When a User Account Control (UAC) host is a member of a domain and the Windows credential for a local user is stored in the Unattended Support Computer, technicians should no longer see a system tray notification that the Windows password is incorrect and the technicians can no longer use it.
  • When technicians are in multiple Unattended Support Sessions with stored credentials and switch between sessions by clicking the thumbnails, they should no longer encounter errors logging in with the stored credentials.

Fix for Loss of Keyboard/Mouse Control

  • Technicians who are invited to collaborate on an attended or Unattended Support Session will no longer lose mouse and keyboard control.

Fix for Locking Unattended Machine after Disconnect

  • Technicians who have disabled the “Lock the customers computer when disconnecting” option (Preferences > Unattended Support) will not have their customer’s computer lock after they end the session. Previously, a bug caused the computer to lock anyway.

8-24-2011 10-25-19 AM

Fix for Auto-Scrolling Chat Window

  • The Chat window in the GoToAssist Customer desktop application automatically scrolls down to display new Chat messages. Previously, when technicians sent Chat messages while the customer’s Chat window was minimized, the window reopened to the last message that was seen rather than automatically scrolling down to the newest message, causing customers to sometimes miss the new message.

Known Issue:

  • ISSUE: If a technician sets up unattended access (i.e., installs the GoToAssist Customer desktop application) on a Mac running Mac OS X 10.8 (Mountain Lion) and uses Wi-Fi to connect the Unattended Support Computer to the internet, the unattended computer may drop the network connection when the Log In window appears. As a result, the technician will be unable to access the Unattended Support Computer from the GoToAssist Expert desktop application (this is caused by a well-known issue in Mac OS X 10.8).
  • RECOMMENDED WORKAROUND: Use a network cable to connect the computer to the internet rather than Wi-Fi, or use a different Mac OS until Apple fixes this issue.

GoToAssist Remote Support (REST API) Release Notes

Released January 31, 2013

SUMMARY:

* 3 New Session API Methods

What’s New?

Remote Support REST API

  • Remote Support technicians can now use the GoToAssist Remote Support REST API to create integrations between GoToAssist and the third-party applications that comprise their company’s existing IT support infrastructure. Technicians can learn more about using the APIs at https://developer.citrixonline.com.
  • The available API methods are as follows:
    • Create Attended Session
      This method creates a new attended support session by generating a URL that, when clicked, launches technicians into a new session.
    • Create Attended Session in BrowserThis method allows a partner system to launch an attended support session within a browser window.
    • Get Attended Session InfoThis method retrieves detailed information about a current or previous attended support session (based on the sessionID).

2-1-2013 11-45-52 AM

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.21.2138) Release Notes

Release January 30, 2013

SUMMARY:

  • Changes to Users & Permissions settings and interface
  • Custom Device Type Groups in Inventory App
  • Saving Custom Reports
  • Adding device without the IP address
  • XenServer and VMWare standard alerts
  • Windows 8 Devices in Inventory
  • Testing Crawler SNMP Credentials

What’s New?

Changes to Users & Permissions

  • GoToAssist user permissions (Configure > Users & Permissions) now provide the following options:
    • Administrator: These users can add/modify other users and companies on the account, as well as access all account data and modules (Remote Support, Service Desk and Monitoring when appropriate seats are assigned) that the account includes. Administrators always have access to all companies on the account.
    • Standard User: These users have access to all data and modules on the account, but cannot add/modify user, company or account settings. They can be given access to all companies on the account, or admins can select which companies they can access (previously, this option was located on a separate tab that has been removed).
    • Monitoring Read-Only User: These users can view the data in the Monitoring module, but cannot add/modify users or companies, or access other modules on the account. They can be given access to all companies on the account, or admins can select which companies they can access by clicking the link at the bottom of the tab (previously, this option was located on a separate tab that has been removed).
      • Note: The Remote Support and Service Desk tabs still retain their original functions.

    G2A-MO_13.1_userpermissions

    • This change affects current users in the following way:

    1-31-2013 5-08-20 PM

Note: If you feel that some of your permissions have been erroneously removed due to these changes, you can contact your account administrator and request to be changed to an Administrator role. To find the administrator(s) on your account, go to Configure > Users & Permissions and look for users with a checkmark icon in the “Admin” column.

G2A_standard-user_Users-permissions

Custom Device Type Groups in Inventory App

  • Monitoring technicians can now add, delete and modify custom Device Type groups in the Inventory app. Previously, only regular custom groups were available, but Device Type groups could not be modified from the default settings. To add custom Device Type groups, technicians can do the following:
    • 1. Go to Configure > Edit Groups (or click the Edit Groups and Device Types link at the bottom of the Inventory app).
    • 2. Click Create Device Type.
    • 3. Enter a name and description for the Device Type.
    • 4. To add devices to the group, drag and drop them from the list at the bottom of the window (each custom Device Type group must have at least 1 device assigned to it).

    G2A-MO_new-device-type_window

    • 5. Click Save when finished. A confirmation message appears at the top of the window.

    1-29-2013 2-18-27 PM

    • 6. The new group appears under “Device Types” in the Groups left navigation. It can be edited or deleted in the same manner as other custom groups are edited or deleted.

    1-29-2013 2-22-38 PM

Saving Custom Reports

  • Monitoring technicians can now save PQL queries as Custom Reports (which can be accessed in the Reports app). This allows technicians to quickly and easily run the same query at any time in the future without having to enter it in again. To save a Custom Report, technicians can do the following:
    • 1. Run a PQL query in the search box under the top navigation.
    • 2. On the results page, click the Custom link.

    custom_pql_reports

    • 3. In the Edit Custom Report window, enter a name and description for the report, then click Save.
      • Note: Once a report is saved, its PQL query cannot be modified. If any modifications to PQL are needed, a new report will have to be created.

      custom_pql_reports3

    • 4. The report can be accessed, edited and deleted in the Reports app under “Custom.”

custom_pql_reports2

Adding Devices without IP Address

  • When manually adding new devices in the Inventory (Monitoring > Inventory > Add Device), Monitoring technicians can now specify that a device is intended for Inventory purposes only (i.e., the Crawler does not need to monitor them). To do so, technicians can select the new “Non-monitored device” check box, which disables the “IP Address” text field (these devices will automatically be assigned a 0.0.0.0 IP address). Previously, IP Addresses were required for all devices.

1-29-2013 6-50-30 PM

New VMware & XenServer Monitoring Alerts

  • The following standard alerts are now available (Configure > Alerts > Add Alert > Standard Alerts tab):
    • VMware Monitoring:
      • Monitor VMware VM CPU Usage
      • VMware VM memory allocation percent free
      • Monitor VMware Server Total Memory Usage
      • VMware Datastore percent free
      • Monitor VMware Server total CPU Usage
      • VMware VM virtual disk percent free
    • XenServer Monitoring:
      • Monitor XenServer VM CPU Usage
      • XenServer Storage Repository disk percent free
      • Monitor XenServer Total CPU Usage

1-22-2013 10-34-16 PM

Windows 8 Devices in Inventory

  • Devices running Windows 8 and Windows Server 2012 are now detected by the Crawler and displayed in the Inventory.

Testing Crawler SNMP Credentials

  • When configuring the Crawler, Monitoring technicians can now test SNMP credentials. Previously, they could only do so with Windows credentials.

1-31-2013 3-25-50 PM

Crawler Details Tab

  • The Crawler installer file (.exe) now displays the Crawler’s version number and publisher on the Details tab.

G2A_13.1_detailstab

Amazon Cloudwatch Plugin Removed

  • The Amazon Cloudwatch plugin no longer appears on the list of available plugins for new users. It will continue to run for accounts where it has already been configured.

Bug Fixes:

Fix for Users & Permissions

  • The Users & Permissions table now loads more quickly for accounts with a large amount of users. Previously, accounts with 500+ users saw a delay in the loading of the table.

Fix for Inventory App

  • In the Inventory app, if a device type or operating system group has no devices in it, it is deleted on the daily object cache job automatically (i.e., regardless of whether the group is deleted or not, as soon as the object cache updates properly, the UI will no longer display this group if it has no devices in it). Previously, the Delete button did not appear properly for these empty groups, so Monitoring technicians were unable to delete them.
  • When a device is deleted from the Inventory, all Inventory Field Values are also deleted from the PQL database.

Fix for Alerts App

  • The calculations for Alerts at the account level appears correctly and quickly. Previously, the query was incorrect and did not return accurate alert counts, and the results were returned slowly.
  • The CPU alert no longer reports percentages that exceed 100%. Previously, this sometimes occurred with multi-core CPUs.

Fix for Automation App

  • Running the script “execute command ‘dir'” displays correctly. Previously, it did not show up as running, even though results were received.

Fix for Data Collection App

  • When an Internet Services Test is deleted from an account, all related PQL database entries are also deleted. Previously, this data still remained on the account, which caused the deleted test’s information to continue to appear on various charts.
  • Devices and groups can no longer be added multiple times to a single plugin schedule.

GoToAssist Service Desk (10.12 Web) Release Notes

Released January 23, 2013

SUMMARY:

  • Incidents Page Improvements
  • Customer Portal Self-Registration
  • Resolution and Escalation Times on Incident Page

What’s New?

Incidents Page Improvements

  • The Incidents page in the Customer Portal has been improved for easier accessibility and readability, including the following changes:
    • (a) A toolbar at the top lists important information, including the Incident ID, Service, Date and Priority.
    • (b) The Comments box has been moved to the top of the page for easier access.
    • (c) Incident comments can now be re-ordered (by most recent, earliest or symptom) using the “Order By” drop-down menu.
    • (d) The “Assign to” drop-down and Save button now stay permanently at the bottom of the screen, even when scrolling, to provide easier access.

1-24-2013 9-50-12 AM

Customer Portal Self-Registration

  • Customers can now register for accounts to the Customer Portal, either via email or through the Customer Portal. When customers register their own account, they are automatically given permissions to access the services specified by the administrator. To enable this, administrators can do the following:
    • 1. Go to Configure > Customer Emails & Portal > Self Registration tab.
    • 2. Select the “Allow customer self registration” checkbox.
    • 3. Decide how customers can register, as follows:1-23-2013 1-27-16 PM
      • Select Allow Portal Self Registration to allow customers to sign up for an account. They will automatically be granted access to the default services (see left) in the portal.
        • 1. At least one service must be set as default to save.
        • 2. Click Save. This will expose a Create an account link at the bottom of the Login page of the Customer Portal, which employees can click to start the registration process.

        1-23-2013 4-59-10 PM

      • Select Allow Email Self Registration to allow any customer (who has been given access to the service by the administrator) who creates an incident via emailfor the first time to be given access to the portal. The “Grant Portal Access” checkbox will also grant the customer access to the Customer Portal as soon as their account is created.
    • 4. Decide who will be allowed to register, as follows:
      • Select Anyone can register – You will need to add at least one default service so that your customers have something to log incidents against.1-23-2013 1-27-16 PM_2
      • Select Only certain companies can register – To add companies that should allow self-registering, you’ll need to set up default access to services and enable employee-self registration on a per company basis. Administrators can click Go to Companies to set up individual company self registration.1-23-2013 4-00-57 PM
        • 1. Once on the Company page, select the companies you want to allow self registering for, or create new companies.
        • 2. On the Employees & Registration tab, select the “Automatically add employees based on email address” checkbox, and enter in the domain names that you want included (i.e., @mycompany.com). Click Save. This means will automatically add customers who are created via email or via the portal to the company based the domain in their email address (For example, a company called Demo Limited might want everyone with an email address ending in @demo.com, @demo-limited.com, and @demolimited.co.uk to be automatically associated to this company). Once companies are added, you can search for them using the Employees search box.
          • Note: This only applies to employees added after these settings are changed; employees with existing accounts will not be added.

          1-23-2013 1-29-30 PM

        • 3. Return to the Company Emails & Portal page (Configure > Customer Emails & Portal) to see a list of companies whose employees are allowed to self-register, as well as which service(s) those customers will be granted access to.

      self-register2

    • 5. Click Save.

Editing Companies

  • The Companies page (Configure > Companies) is now broken up into tabs, as follows:
    • General tab – Shows general details and an overview of the company (i.e., number of open incidents, employees, services)
    • Services tab – Shows which services employees of the company can have access to, and which services to automatically grant access to when new customers are created
    • Employees & Registration tab – Enables/disables self-registration, as described in step #6 above
    • Incidents tab – Displays a list of Incidents associated with the company

1-23-2013 4-43-09 PM

Hours of Coverage Referencing

  • Administrators can now configure a specific time zone for a service different than that of the account default, which can help configure the hours of availability within a time zone. Administrators can also now choose to use the customer’s own time zone to calculate SLA due dates. All of this can be useful for companies that provide services across multiple timezones and/or have customers in multiple time zones. Administrators can also now choose to use the Customer’s time zone to calculate SLA due dates by checking the appropriate checkbox.

1-23-2013 6-07-59 PM

Resolution and Escalation Times on Incident Page

  • On an Incident page, users can click the Question mark iconquestion_mark_iconin calendar page (under “Resolve by”) to see more information on the incident’s resolution and escalation times, all of which explains how Service Desk calculated the displayed due date. This includes the priority, resolution timeframe and escalation timeframe, as well as key dates (displayed in both the technicians’ timezone and the customer’s).

1-24-2013 12-04-46 PM

GoToAssist Remote Support, Service Desk & Monitoring (Web & Crawler v4.2.19.2109) Release Notes

Released November 29, 2012

SUMMARY:

  • Read-Only Access for Users
  • New Crawler Overloaded and Daily Log Limit Alerts
  • Improved “Create a Password” Flow for New Users
  • Custom attributes and group names in PQL Query
  • Install Remote Support from the Device Details Page

What’s New?

Read-Only Access for Users

  • Technicians can now grant users read-only access to their GoToAssist account, which will allow users to log in to the GoToAssist web account and view data collected by the account’s companies without being able to modify it. Read-Only users will not see the Configure menu in the top navigation.
    • To grant read-only access to all organizations on the account, technicians can use the Permissions tab.
    • To grant read-only access to only certain organizations on the account, technicians can use the Company Access tab.

12-4-2012 12-51-14 PM

New Alerts

  • A new “Crawler Overloaded” standard alert can now be used to notify technicians if the Crawler is overloaded by having too many scheduled scans.12-4-2012 12-40-14 PM
  • A new Daily Log Limit alert can now be used to notify technicians when they are approaching the daily log volume limit. In the Alerts app, they can click Add Alert > Log Volume tab > Create Alert to set the thresholds at which they want to be notified, as well as the notification recipients.

12-4-2012 3-17-12 PM

Improved “Create a Password” Flow for New Users

  • The new user email (i.e., the email sent to new users added to an existing account) now includes a link that directs customers to a new Create a Secure Password page. Previously, users were directed to use the Forgot Your Password link to create passwords for their new account, which required users to wait for a second email to complete the sign-up process.

12-4-2012 1-13-53 PM

Custom Attributes and Group Names in PQL Query

  • Monitoring technicians can now build PQL queries for custom attributes and group names, which are stored on the “/network/device/apps/com/paglo/inventory/” subtree path.

Install Remote Support from the Device Details Page

  • Technicians can now install the GoToAssist Customer desktop application onto Windows computers directly from the device details page in the Inventory (Windows devices for which WMI data has been collected by the Crawler using admin credentials only). Windows devices that are being monitored but don’t have unattended access set up (i.e., they have the Crawler installed but not the GoToAssist Customer desktop application) display a “Remote Support is not installed” message at the top of the page. Technicians can click Download to start installing the GoToAssist Unattended Support Installer.

12-4-2012 1-48-26 AM

Bug Fixes:

Fixes for Scheduled Reports

  • Scheduled reports that are created from dashboards (rather than the Reports app) no longer occasionally contain incorrect data.
  • Monitoring technicians who schedule recurring reports and then cancel their Monitoring subscription plans no longer continue to receive the reports after the plan ends.

Fix for Disabled Internet Services Tests

  • When technicians disable an Internet Services Test, no status appears. Previously, the status was still regularly updated as if the test were failing (e.g., “Down for 29 minutes”), which was misleading since the test was disabled.

Fix for Plain-Text Emails

  • Plain-text email notifications correctly display the less-than and greater-than symbols (previously, the HTML character entities were displayed).

Fix for Names of Unattended Machines

  • When a technician changes the name of an Unattended Support Computer on the GoToAssist web application ( http://app.gotoassist.com), the name also changes in the GoToAssist Expert desktop application (previously, the names did not sync correctly).

Fix for Crawler Log Error Messages

  • Technicians who have removed their SNMP credentials and plugin schedule(s) should no longer encounter the following Crawler log error message: “Access denied trying to query via SNMP. Please check the credentials.”

Fix for Log Graphs

  • Technicians can click and drag to select and zoom on the Log graphs. Previously, some technicians were temporarily unable to do so.

Fix for Automation Scripts

  • Technicians running an Automation script using the correct password should no longer encounter the following error message: “Script signature is incorrect.”

Fix for Customer Support Center

  • Remote Support technicians using Internet Explorer should no longer experience issues hearing the notification sounds in the Support Center. Previously, the sounds did not play despite the notification sound setting being turned on.

GoToAssist App for Android (v1.0.177) Release Notes

Released November 15, 2012

  • Note: This app is for GoToAssist Remote Support technicians only.

SUMMARY:

  • Chat from Android devices
  • Remote Diagnostics from Android devices
  • Fix for 4.1 OS (Jelly Bean) pinch and zoom bugs

What’s New?

In-Session Chat from Android Devices

  • Remote Support technicians can now chat with customers while in Android support sessions by tapping the Chat iconin the toolbar. Chat logs will be included in transferred sessions and session reports.

In-Session Remote Diagnostics

  • Remote Support technicians can now retrieve detailed system and diagnostic information from remote devices while in attended or Unattended Support Sessions by tapping the Diagnostics iconin the toolbar.

Bug Fixes:

Fixes for Android 4.1 OS (Jelly Bean)

  • Remote Support technicians will no longer experience keyboard and pinch/zoom issues when using the GoToAssist app from an Android device running 4.1 OS (Jelly Bean).

Fix for Cut-Off Text

  • Remote Support technicians will no longer see text cut off when their Android device’s font size is set to “Huge.”

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.18.2102) Release Notes

Released October 30, 2012

SUMMARY:

  • Localized in French, German, Spanish, Italian and Portuguese
  • Change subdivision labels (i.e., Companies)
  • Select default language for account and Companies
  • Include Custom Fields in Inventory Detail report
  • Automation app and other bug fixes

What’s New?

Translation of GoToAssist Web Application

  • Monitoring technicians with French or German set as their primary language (under My Account) now see the Monitoring web application fully translated into their chosen language.
  • Remote Support and Monitoring technicians with Spanish, Portuguese or Italian set as their primary language (under My Account) now see the Remote Support and Monitoring web applications fully translated into their chosen language.

Selecting Subdivision Labels

  • Remote Support and Monitoring technicians can now choose which terms to use to label the subdivisions of their account (which are currently referred to as “Companies”). If left unchanged, the default “Company/Companies” will continue to be used.
  • To change their subdivision labels, technicians can do the following:
    • 1. From the Configure drop-down menu, select GoToAssist Settings, then click Edit under “Subdivision Label.”
    • 2. In the Edit Subdivision Name window, technicians can enter their chosen label (i.e., “Organization,” “Office,” “Site”) in both its singular and plural forms, then click Save.
    • 3. Once changed, all mentions of the subdivision are changed throughout the web application.

Selecting Default Language

  • Remote Support and Monitoring technicians can now select a default language for their account, which will be used for background system operations (i.e., alerts) for all Companies (under Configure > GoToAssist Settings).
  • In addition, Remote Support and Monitoring technicians can set default languages for each Company individually (under Configure > Companies > Edit > International).

Automation Password

  • In Monitoring, the Automation app now pre-verifies the automation password before running the script.

Run Now Button for Off-LAN Data Collection

  • In the Data Collection app, when Monitoring technicians select an Off-LAN Data Collection entry and click Run Now, the selected schedule now immediately runs and any resulting alerts, notifications, etc. are triggered. Previously, clicking Run Now allowed the technician to check if the schedule was correctly configured, but did not actually run the schedule.

Custom Fields in the Inventory Detail Report

  • In Monitoring, the Inventory Detail report now includes all Custom Fields added by the technician in the Inventory app.

Bug Fixes:

Fix for Automation App

  • In Monitoring, any pending automation scripts stop when the Crawler stops running.

Fix for Disabled Data Collection

  • When a technician disables some or all Off-LAN Data Collection schedules or Internet Services Tests, all affiliated alerts and notifications are also disabled. Previously, alerts and notifications continued to be triggered, even after the schedule or test was disabled.

Fix for Unattended Support Inventory Search Bar

  • Remote Support technicians can use the Search bar at the top of the Unattended Remote Support Inventory dashboard (on the Remote Support Home page). Previously, a bug prevented it from returning any results.

GoToAssist Service Desk Release Notes

Released October 16, 2012

What’s New?

New GoToAssist Module: Service Desk

  • Today Citrix Online announced that GoToAssist has been expanded to include a third module, Service Desk. GoToAssist Service Desk is a service-management module, which technicians can integrate with Remote Support and/or Monitoring while using all 3 tools from the same cloud-based platform (the GoToAssist web application).
  • Customers can sign up for a free trial or subscription plan for GoToAssist Service Desk to use the following features:
    • Easily log, track and resolve incidents.
    • Manage configuration changes, releases and workflow.
    • Deliver end-user self-service through a Customer Portal.

Learn More!

GoToAssist Remote Support (v1.6, b461) Release Notes

Released October 12, 2012

What’s New?

Support Session Collaboration

  • Remote Support now allows multiple technicians to join a support session simultaneously, allowing all technicians in-session to view and control the customer’s screen, retrieve diagnostic information and chat with each other and the customer. Technicians can now click the Invite Technician button (see below) to invite additional technicians (previously, support sessions could only be transferred from 1 technician to another using Session Transfer).
    • Note: No more than 4 technicians are recommended per support session.

GoToAssist Expert Desktop Application Changes

The following changes have been made to the GoToAssist Expert desktop application:

  • Session Box Drop-Down Menu
    • The Session boxes that display a technician’s open support session(s) now include drop-down menus. Previously, technicians accessed this menu by right-clicking anywhere in the Session box.
    • Technicians can click the Arrow iconbelow a Session box and select the following options:
      • Edit Session Name – Change the text displayed at the bottom of the Session box (previously, this option was accessed by right-clicking the Session box).
      • Invite Technicians – Invite another technician to join the session (previously, this feature was called “Transfer Session” and was located under Tools).
      • Performance Settings – Change the appearance of the customer’s screen within the Viewer (previously, these options were located under Tools).
      • End Session – End the support session (previously, this could be done by right-clicking the Session box or clicking the X icon).

  • [New] Session Button
    • The Session button now includes a drop-down menu with Start Session and Join Session options. Previously, this button was called “New Session” and did not include additional options.
    • Technicians can click the Session button to do the following:
      • Start Session – Start a new support session.
      • Join Session – Join a support session being hosted by another technician by entering the support key provided by the session’s current technician.

  • Service Desk Button
    • GoToAssist Remote Support technicians now see a Service Desk button in the toolbar of the GoToAssist Expert desktop application as part of Remote Support’s integration with GoToAssist Service Desk. They can use it to associate their Remote Support sessions with new or existing Service Desk incidents.
    • Once technicians click Service Desk in the toolbar, they can use the Service Desk window to select the following:
      • Create New Incident – Choose the service, title and symptom.

    • Associate Support Session With Existing Incidents – Search for Incidents that were already created using the Service Desk web account and associate with a current Remote Support session.

GoToAssist Remote Support (Web) Release Notes

Released August 30, 2012

What’s New?

Updates to Uploading iOS Configuration Profiles

  • You can now store iOS Configuration Profiles within the Remote Support web application, allowing you to quickly upload, manage and send Configuration Profiles to customers. For more information, see the GoToAssist iOS Configuration Profiles video tutorial.
  • To access the list of iOS Configuration Profiles, click select under “iOS Profiles” in the Shortcuts menu.
  • In the iOS Uploaded Profiles window, you can upload new profiles by clicking Upload Profile. You can sort the list by clicking the Profile Name, Download URL, Created On and Expires In column headers, as well as delete profiles by selecting the profile’s row and clicking Delete Profile.
  • You can download profiles by clicking the appropriate Download URL. You can also copy and paste the URL to send to customers.
  • You can now access statistical information about the usage of iOS Configuration Profiles by opening the iOS Uploaded Profiles window and clicking Statistics. The iOS Profile Statistics include the following information: upload and download amounts, time lengths between the two, most and least downloaded profiles, errors and more.

Session Recording Updates

  • On the Session Recording page, you can now reset the archive view to the default settings by clicking Customize > Reset All > Save.
  • When you do not have session recording enabled and go to the Session Recording page, the “Welcome to the Session Recording Archive” window now includes the following message: “To enable session recording, click the Configure menu. Under Admin Center, click GoToAssist Settings.” Previously, the Welcome message did not indicate that you did not have Session Recording enabled, which sometimes led to confusion about why session recordings were not appearing on the page.
  • Session Recording files ready for download are now named by the Session Key.

Bug Fix:

Fix for Session Recording

  • The Details pane now immediately includes the exact date and time sessions were created. Previously, it initially listed “1 minute ago” or “5 hours ago” the day the sessions were created.

GoToAssist Monitoring (Web & Crawler v4.2.16.2032) Release Notes

Released August 30, 2012

What’s New?

Message for Deleting Crawlers

  • When you delete a Crawler from the Data Collection app, the following message now appears: “You have successfully deleted the Crawler’s configuration from this list. However, if you want to remove the Crawler entirely, uninstall the Crawler program from the computer otherwise the configuration will reappear in this list.” Previously no message appeared, which led to confusion for those who did not uninstall the Crawler and later saw it reappear on the list.

New Windows Alert

  • A new Windows Event ID alert is now available (Add Alert > Standard > Windows Monitoring). The new alert checks if a Windows Event ID appears in a log.

Refreshing Inventory Entries

  • You can now refresh a device within the Inventory by clicking Refresh at the bottom of the Device Details page. This provides you with an on-demand solution for cases in which the details listed on the Device Details page are different than those listed on the Inventory list.

Bug Fixes:

Fixes for Automation App

    • The following issues have been resolved in the Automation app:
      • The “distribute file” script no longer fails when the script file is too large (approximately 3MB or larger).

    • Automation no longer fails when run on Windows XP computers.

Fix for Data Collection Application

  • When a custom header is added to a Custom Website Test (Data Collection application > Add a Test > Website > Add a Custom Header), the results are returned correctly. Previously, the results showed “Test Passed: Yes” regardless.

Fixes for Alerts Application

  • You can edit your alerts an unlimited number of times. Previously, if a validation alert was triggered (see below) during an alert’s creation and then you later tried to edit it, the alert wouldn’t open.
  • When an alert has many alert statuses (i.e., has been triggered many times), clicking an alert’s status to see its details no longer overwhelms the servers and throws the following proxy error: “The proxy server received an invalid response from an upstream server. The proxy server could not handle the request GET /app_instance/alerting/status.”
  • When you delete an alert that has many statuses (i.e., has been triggered over 400 times), the process now happens more immediately. Previously it took abnormally long, which caused some users to try deleting it again and led to an error message.
  • When you choose to view the alert statuses for a specific alert, unrelated statuses are no longer included in the results.

Fixes for Inventory Application

  • Computers being monitored Off-LAN (i.e., the GoToAssist Customer desktop application) that do not support Secure Shell (SSH) protocol no longer display the SSH iconin the Protocols column on the Inventory list. Previously, a bug caused the SSH icon to be shown for all computers with the GoToAssist Customer application, even though Windows computers do not support SSH protocol.
    • Note: This fix will not automatically remove the icon for computers already in the Inventory; to do so, delete the computer from the Inventory and re-install the GoToAssist Customer application.

  • Devices running Microsoft Windows Small Business Server (SBS) are now auto-classified into the “Server” device type group, as well as the “Windows Servers” Smart Group. Previously, although those devices were detected, they were not automatically classified the way other servers were.
  • The Inventory no longer displays a large amount of “Unnamed” virtual machines. Previously, if the Crawler could not detect a virtual machine’s virtual interface, or if none of the virtual interfaces had a XenServer-assigned IP Address, the device appeared in the Inventory as “Unnamed.” Now, the device will not appear in the Inventory at all unless it has a XenServer Virtual Machine label and at least 1 Virtual Interface (VIF), which must have an IP Address known by the XenServer host.

Fix for Logs Application

  • The Logs application no longer fails to collect Windows “Security” events.

Fix for Reports Application

  • The “Failed Updates” and “Updates Awaiting Approval” reports no longer crash unexpectedly when then information on a specific update cannot be found.

Fixes for Crawler Plugins

  • When you are adding or editing schedules to a Crawler and add a plugin, double-clicking a plugin no longer causes all windows to close without creating or saving changes to the schedule.
  • The Interface Statistics Plugin correctly populates interface statistics data in the Inventory. Previously, the plugin created errors and no data appeared.
  • The Scan Switches plugin and Interface Statistics plugin have been removed from all plugins lists. However, they will continue to work for any Crawlers already configured to use them.

Fix for Links in Plain Text Emails

  • When you receive plain text emails, the links appear correctly and are clickable.

GoToAssist App for Android (v1.0.117) Release Notes

Released August 10, 2012

Note: The GoToAssist App for Android is for GoToAssist Remote Support users only.

What’s New?

In-App Sign Up

  • You can now sign up for a Mobile Free Plan for Remote Support directly through the GoToAssist App for Android (v1.0.117). To do so, select Create Account and fill out the required information.
  • Once you finish signing up for your Free Mobile Plan, the Welcome to GoToAssist screen displays a Learn More button that you can select to see more information about GoToAssist Remote Support.
  • The Learn More page (which opens in your Browser app) describes the full features of a paid subscription plan for Remote Support. You can purchase a subscription plan by selecting Upgrade Now.

Accessing Unattended Support Computers

  • The Unattended Support Computers list can now be accessed by selecting Unattended Computers on the home screen. Previously, it was accessed by selecting the Unattended Computers icon in the toolbar (which has been removed).

Logging In with Stored Passwords

  • If an Unattended Support Computer has the customer’s password stored password, the following message now appears when you connect to the computer, reboot the computer or use Ctrl-Alt-Del to lock the computer: “You have a stored password for [user.name]. Log In.” You can select Log In to access the computer without having to manually enter the password.

“No Network Connection” Screen

  • If you open the GoToAssist app while there is no Internet Connection, the following message is now displayed: “No Internet Connection. You must connect to a Wi-Fi or cellular data network to use GoToAssist.”

Improved Error Messaging

  • The GoToAssist app now displays improved error messaging that more accurately describes the issues prompting the message. Previously, many error messages did not specify the root cause.


Compatible Android Devices

  • The GoToAssist App for Android (v1.0.117) has been certified on the following devices running Android OS 2.3.3 (Gingerbread) or newer:
    • ASUS Transformer
    • HTC Evo 4G
    • Motorola DROID 4
    • Motorola DROID Bionic
    • Motorola DROID Razr
    • Motorola XOOM
    • Samsung Galaxy S II
    • Samsung Galaxy S III
    • Samsung Galaxy Tab 10.1
    • Samsung Google Nexus S
  • Note: Most Android devices running OS 2.3.3 (Gingerbread) or newer will be compatible with the GoToAssist App for Android.

GoToAssist Remote Support (v1.6, b430) Release Notes

Released August 15, 2012

You can now choose to record remote support sessions and any chat that takes place during them. This capability is ideal for auditing and training purposes and allows supervisors to monitor technician effectiveness and customer satisfaction. Recordings are stored for 90 days, during which you can download them at any time to archive them for longer. Take advantage of these recording features now to enhance the level of support you provide! Here are a few key points about Session Recording:

  • Administrators can enable recording sessions to ensure company compliance and customer satisfaction.
  • Server-side storage architecture means recording is available on all supported operating systems.
  • MPEG-4 format ensures compatibility with most media players.
  • Recordings are available online for 90 days and can be downloaded at any point and kept as long as needed.

Click here for a video tutorial on using Session Recording.

What’s New?

Faster Upgrades with HTTP Downloads

  • GoToAssist Expert version 1.6, build 430 includes a new installer using a HyperText Transfer Protocol (HTTP) download, which greatly reduces the download time when upgrading builds. After future releases, when you connect to Unattended Support Computers on older builds you will experience a faster connection time due to the streamlined upgrade process for the GoToAssist Customer desktop application.

Session Recording Feature

  • You can now choose to have all of your screen-sharing support sessions recorded and stored in the Remote Support web application for later download.
    • Note: You must be using GoToAssist Expert desktop application version 1.6, build 428 or newer to use Session Recording. If you use an older build your sessions will still be recorded, but you will be unable to download them.

  • To start using Session Recording, you can do the following:
    • 1. Enable Remote Support for the account by clicking the Configure menu in the top navigation and selecting GoToAssist Settings. Select the “Enable Session Recording” check box.
      • Note: You may need your account administrator to complete this step. It may take up to 5 minutes for this change to take effect.

    • 2. If desired, disable Session Recording for specific Companies on the account by selecting Configure > Companies > Company name > Session Recording tab > Exclude this company from session recording.
      • Note: It may take up to 5 minutes for this change to take effect. Attended support sessions will still be recorded as long as Session Recording is turned on for the entire account.

    • 3. After you conduct a support session for which you want to download the recording, open the session recording page in either of the following ways:
      • Click Download recorded sessions in the Shortcuts menu on the Remote Support home page.
      • Click Remote Support in the top navigation and select Session Recording.

    • 4. If necessary, use the “Search & Filters” pane on the left side to find the session you want to download.
    • 5. Select the session from the “Session Recording Archive” pane so that its details appear in the “Details for Session Recording” pane on the right. Click Prepare for download.
      • Note: Session recordings remain online for 90 days. The “Storage expiry” section notes how much longer until recordings disappear.

    • 6. A “Prepare Download” window warns that converting the session into a MPEG-4 file will take some time to complete. Click OK to close.
    • 7. The “Details for Session Recording” pane displays a “Please wait – MPEG-4 file is being created” message until it is completed. You can also choose to receive an email notification when the conversion is complete by selecting the check box.
      • Note: Session recordings are limited to approximately 60 minutes per session. However, high screen activity (including high resolution and multiple monitors) may result in shorter recording limits. The support session will continue without interruption even after Session Recording stops.

    • 8. Once the recording has been converted, the Action iconin the “Session Recording Archive” pane changes to. Click Download file in the “Details for Session Recording” pane.
    • 9. In the “Download Available” window, click Download. Click Open or Save when prompted to download the .MP4 file.
      • Note: Using VLC Media Player to play your session recordings is highly recommended (for both Windows and Mac). Playing recordings on Windows Vista or older may require downloading additional software.

Session Recordings with Multiple GoToAssist Accounts

  • If you belong to more than 1 GoToAssist account and want to ensure that Attended Support Sessions are recorded under the correct account, you should log in at https://app.gotoassist.com and use the Company drop-down menu (after “@” in the top navigation) to select a Company in the correct account. Any subsequent Attended Support Sessions will use the permissions from that account (though not that specific Company) and will be available on the Session Recordings page for all Companies on that account.
    • Note: If you find that their sessions are not being recorded, you should ensure that Session Recording is enabled in the correct account.
  • Unattended Support Sessions will always be recorded based on the permissions of the Company and account that the Unattended Support Computer belongs to.

GoToAssist Remote Support (v1.6, b428) Release Notes

Released July 25, 2012

What’s New?

Mountain Lion Compatibility for GoToAssist Remote Support

  • The GoToAssist Expert and GoToAssist Customer desktop applications (v1.6, b428 and newer) are now compatible with Apple’s newest operating system, Mac OS X 10.8 (Mountain Lion).
    • Note: Attended Support Sessions will work with Gatekeeper (Mountain Lion’s new security feature) set at any level. Unattended Support Sessions will require Gatekeeper to be set at the lowest level.

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.14.2005) Release Notes

Released July 25, 2012

What’s New?

New “Get Started” Page

  • When you (a) log in to your account for the first time, or (b) create a new Company, the Remote Support home page now displays instructions that help you start setting up your account.
    • 1. Initially, the home page displays a “Get started with live support session” message that includes the following steps:
      • Start with live remote support.
      • Next, set up unattended computers.
      • Finally, visit your Support Center.
    • 2. Once you host an Attended Support Session, the page displays a “You’ve completed your first live remote support session” message (which can be closed by clicking theicon) and the Unattended Remote Support Inventory appears. The instructions for setting up Unattended Support Computers are displayed until you set up your first computer.
      • Note: If you skip the Attended Support Session and set up your first Unattended Support Computer first, this step is skipped.
    • 3. Once you set up your first Unattended Support Computer, the “You’ve completed your first live remote support session” message and set up instructions disappear, leaving the normal Remote Support home page.

Bug Fixes:

Fix for Empty Unattended Support Computers List

  • Unattended Support Computers appear correctly in the Inventory lists on the Remote Support web application. Previously, the lists sometimes did not include Unattended Support Computers, even though the Unattended Support Computer window in the GoToAssist Expert desktop application displayed them.

Fix for Reports Application Translation

  • When you have your Primary Language set to German (under My Account), all text in the Reports application is translated. Previously, some text remained in English.

Fix for Alert Notifications for Expired Accounts

  • You no longer receive Alert notifications after your Monitoring free trial or subscription plan expires. Previously, some technicians continued to receive notifications.

Fix for “Connection Failed” Error Message

  • If you have multiple GoToAssist accounts and your primary account no longer includes a Remote Support subscription plan, you should no longer see the following error message when you try to open the GoToAssist Expert desktop application: “The connection failed. Please check your internet connection and try again.”

GoToAssist App for iPad (v1.6.423) Release Notes

Released July 23, 2012

What’s New?

Diagnostic Information from iPads

  • You can now view diagnostic information about your customer’s computer from the GoToAssist app for iPad by tapping the Diagnostics iconin the toolbar. The initial Categories menu displays how many diagnostic items are in each category; you can then tap the categories to view the items in each.
  • You can also email a .TXT file of all the diagnostic reports by tapping Email Reports in the Diagnostics drop-down menu.

Transferring Sessions between Devices & Builds

  • You can now transfer support sessions started from the GoToAssist Expert desktop application to the GoToAssist app for iPad (and vice versa), even if the build number of the iPad app does not match the build number of the desktop application. Previously, transferring sessions to an iPad running a different build did not work.

“Release-to-Refresh” in Companies List

  • You can now use the “Release-to-refresh” feature by swiping your finger down on the Companies list, Computers list and Computer Details screen in the Unattended Support Computers drop-down menu to refresh it.

Retina Display Support

  • The newest version of the GoToAssist for iPad app now supports the new iPad’s retina display feature (i.e., images appear sharper and more clear).

Bug Fix:

Fix for Session Crash

  • You can connect to Unattended Support Computers that have an earlier build of the GoToAssist Customer desktop application than that of the GoToAssist app. Previously, doing so resulted in the GoToAssist app crashing.

GoToAssist Remote Support (Web) & Monitoring (Web & Crawler v4.2.13.2001) Release Notes

Released June 28, 2012

We are welcoming the heat and longer days with a new release and an exciting capability that will help you get out and enjoy the summer. This release includes lightweight mobile device support for our GoToAssist Remote Support customers. We have optimized the recently released customer-initiated support portals and the chat capabilities for your mobile end users.You can now share iOS configuration profiles that that you have created with the iPhone Configuration Utility to troubleshoot problems and set business policies. Simply upload a configuration and GoToAssist will give you a link that you can share with your end users. Once the end user clicks on the link, the configuration changes are automatically made. Consider this a first step towards robust support of end users on mobile devices. We are eager to hear what you think!

What’s New?

Mobile Customer-Initiated Support

  • Remote Support customers can now submit customer-initiated support requests from mobile devices (e.g., iOS and Android) by going to the customized support portal (i.e., “http://MyCompany.fastsupport.com)” from their mobile device.

Sending iOS Configuration Profiles

  • You can now send iOS configuration profiles for customers to install on their iOS devices with your Remote Support account.
    • Note: You will need to download and install (Mac or Windows) the iPhone Configuration Utility application in order to create and share iOS configuration profiles.

  • To send an iOS configuration profile, you can do the following:
    • 1. Ensure that you have the “Allow iOS Mobile Device Support” option enabled in User Permissions (Configure menu > Users & Permissions > Edit User Permissions > Remote Support tab).
    • 2. Open the iOS Configuration Profile Sharing window in either of the following ways:
      • On the Remote Support home page, click Upload [iOS configuration profiles for distribution] in the Shortcuts menu.
      • When a support request is submitted, assign the request to yourself in the Support Center and click Upload Profile (in the Details pane).

    • 3. In the “Upload iOS Configuration Profile” window, click Browse.
    • 4. Select the desired configuration profile and click Open. The file will momentarily be displayed in the “Upload iOS Configuration Profile” window before turning into a download link for the configuration profile.
    • 5. Copy the download link and send it to the customer (either through Chat or in another method).
    • 6. When the customer goes to the URL on their iOS device, they will see the download page for the iOS configuration profile. They can click Install to begin installing the profile.

iOS Configuration Profile Settings

  • You can specify when a configuration profile will expire by clicking Edit in the “Change iOS Configuration Profiles Download Link Expiration” section on the Account Management page (Configure Menu > GoToAssist Settings).

Crawler Improvements

  • Data collected by the Monitoring Crawler now appears in the Inventory application with a shorter delay.
  • When a device is automatically or manually added to or removed from a smart (i.e., automatic) group in the Inventory, the Crawler is now immediately notified and reflects the change in its next scan (e.g., if a Crawler schedule is configured to scan a specific group of devices, the Crawler will start or stop including the moved device almost immediately).

Bug Fixes:

Fixes for Alerting Application

  • When an alert’s notification preference in your Monitoring account is set to “Mute,” you do not receive alert notifications. Previously, some technicians continued to receive notifications even after muting an alert multiple times.
  • As a Monitoring technician, you can edit the “Applies to” settings of “Linux Load Average over Threshold” standard alerts without triggering an error.

Fixes for Inventory Application

  • You should no longer see a blank Inventory dashboard and/or a Proxy Error in your Monitoring account when you select Monitoring > Inventory (in the top navigation).
  • When you add a new device and specify the Device Type (Inventory application > Add Device > Classification menu), the device appears under the correct Device Type group within a few seconds.
  • The Query and Add to Dashboard buttons on the Latency/Uptime Charts page (for Internet Services Testing) now display correctly. Previously, some technicians running Internet Explorer 7 – 9, Firefox or Chrome saw distorted buttons (bug displayed below).Fix for Logs Application
    • On the Configure Log Collection page in Monitoring (Logs application > Configure log collection), step 3 (“Collect logs with the GoToAssist Crawler”) now reads, “The GoToAssist Crawler can collect Windows event logs from Windows computers. You can schedule the WMI Event Log plugin to run on those computers on the Data Collection page.” Previously, it read “The GoToAssist Crawler will automatically collect Windows event logs from each Windows computer it discovers. No configuration is required,” incorrectly implying that technicians did not need to configure the Crawler in order for it to collect log information.

Fix for Zendesk Application

  • Monitoring technicians should no longer see the following error message when trying to access the Zendesk application: “Unable to fetch page. Code = 500.”

Fix for Customized Customer Support Portals

  • Remote Support technicians running Internet Explorer can use HTML pop-up code to create a support portal in a pop-up window. Previously, the code did not work with Internet Explorer.

GoToAssist Express and GoToAssist Remote Support (Web) Release Notes

Released June 7, 2012

What’s New?

Transition from GoToAssist Express to GoToAssist Remote Support

  • As described in the April 20, 2012 release notes, most remaining GoToAssist Express customers who received an email notifying them of the impending transition will begin to be moved to GoToAssist Remote Support starting today, June 7, 2012 at 9:00 PM (this includes single-seat customers who pay for their accounts through invoice and single-seat customers who pay online). Once moved, customers who log in with their GoToAssist Express email address and password will be directed to the GoToAssist Remote Support web account (http://app.gotoassist.com). All of their Unattended Support Computers will be moved over to their Remote Support account.
    • Note: Customers may need to quit and re-launch the GoToAssist Expert application following the transition.
    • Note: GoToAssist Express Day Pass customers and multi-seat customers who pay for their account through invoice are unaffected by this change.

GoToAssist Remote Support (Web) Release Notes

Released June 6, 2012

We have been busy using our new Customer-Initiated Support feature that we just launched, and we noticed a few ways that we could make it immediately better. It helps to use your own technology! Anyway, this release delivers a number of improvements that we wanted and that many of you suggested as well. For example, it is now easier to get into a chat session and manage your availability. In addition, customers can now download the chat conversations for later reference. We hope that you appreciate these enhancements as much as we do!

What’s New?

Support Center Updates

  • Customer-Initiated Support requests that have statuses of “New (waiting for chat)” or “In Progress (waiting for chat)” now contain a Chat link.
    • For requests in the Support Requests window, clicking Chat will automatically assign the request to you and start a chat session. Previously, you had to first select the support request and then click Assign to Me > Join Chat in the Details pane to do so.
    • For requests in the My Support Requests window (i.e., you have already assigned it to yourself), clicking Chat will automatically start a chat session. Previously, you had to first select the support request and then click Join Chat in the Details pane to do so.

Status Menu Update

  • The Status drop-down menu in the top navigation has a new look and now includes the option for turning notification sounds on or off.
  • When a new chat message is received by either you or the customer, you now hear a notification sound if you have notification sounds enabled on the Status menu (above). Previously, this sound was heard by you only when a new support request was received.

Customer-Initiated Support Chat Updates

  • Customers can now save a .TXT file of the chat conversation. To do so, they can click Download chat conversation on the Chat Session Ended page (which appears when either the customer or you click End Chat). They can then open or save the .TXT file.
  • When you or your customers enter URLs in the chat text (i.e., http://, “https://, “mailto”), the text now appears hyperlinked in the received chat message. Previously, HTML tags were required to make text appear as a hyperlink.
  • When chatting, you and your customers can enter a line break in the text (i.e., go to the next line without sending the typed text) by typing CtrlEnterShiftEnter or AltEnter (Windows and Mac).

Customer-Initiated Support Notification Updates

  • The notification emails that alert you when a support request has been submitted now contain additional information:
    • The subject contains the email address of the customer.
    • The body contains the Company name, portal name, customer’s name and customer’s email address.
    • When you click the GoToAssist Support Center link, you are taken directly to the relevant support request.

  • When a support request has been submitted, the notification texts (SMS messages) sent to you now include the Company ID and Request ID, which automatically switches you to the correct Company and support request.

Support Center Sliders

  • The Support Center now has sliders that allow you to drag tabs to modify the size of the panes.

GoToAssist Remote Support & Monitoring (Web & Crawler v4.2.12.1993) Release Notes

Released June 6, 2012

One of the most common requests that we have received from our Monitoring customers is the ability to remotely monitor public-facing web sites and apps, and to record their health and performance. You can now view latency and uptime of those sites and apps and add charts to your Dashboards to make it easier to follow. We also improved the Linux alerts and added a bunch of other monitoring improvements for good measure.

What’s New?

Graphs for Internet Services Tests

  • With your Monitoring account, you can now view Latency and Uptime charts of your Internet Services Tests (WAN data collection), as well as add them to your Dashboard.
  • To view the charts for a single Internet Service Test, select it in the list on the Data Collection application and click Latency/Uptime Chart. To see charts for all tests at once, click Charts For All Tests above the list.
  • Once the latency/uptime charts open, you can also do the following:
    • Click Query to modify how the chart is displayed.
    • Click Add to Dashboard to add the chart to your Dashboard on the Monitoring home page.

Changes for New Internet Services Tests

  • When you create, modify or re-enable an Internet Services Test with your Monitoring account, the test is now run immediately (which triggers any relevant notifications).
  • When an Internet Services Test is first created, its default status is now “Up for less than a minute.” Once the test runs for the first time, the status will be changed to “Down for [X time]” or “Up for [X time]” (as appropriate). Previously, the default status was “Unknown” until the test ran for the first time.

Revised Linux Alerts

  • The following Standard alerts have been revised in the Alerting application:
    • Linux Memory Alert – This alert checks if a Linux machine exceeds a threshold of memory usage. It looks at the physical memory in the computer and does not take swap space into account.
      • Note: This alert was previously “Linux SNMP Out of Memory” and required SNMP to be configured on devices to be monitored.
    • Linux Network Usage over Threshold – This alert checks if a Linux machine exceeds a set network usage threshold (bits in/out per second). The network utilization is calculated per network interfaces in the machine.
      • Note: This alert was previously “Linux SNMP Network Usage over Threshold” and required SNMP to be configured on devices to be monitored.
    • Linux Load Average over Threshold – This alert checks if a Linux machine exceeds a CPU load average over a 5-minute period of time. The CPU utilization is measured as an average over all of the CPUs in the machine.
      • Note: This alert was previously “Linux SNMP CPU Load Average over Threshold” and required SNMP to be configured on devices to be monitored.

Faster Crawler Discovery

  • When a new device is discovered or an existing device is updated by the Monitoring Crawler, the new device or changes to the existing device now appear in the Inventory application more quickly than they previously did.

Email Verification when Adding Contact Methods

  • When you add a new contact method (Configure Menu > Contacts > Add Contact Method) to a user on your Remote Support and/or Monitoring account and enter an email address that is not in a valid email format (xx@xx.xx), you now see the following error message: “Email address is invalid.”

Bug Fixes:

Fix for Disabling WAN Monitoring

  • When you disable an Internet Services Test (by unselecting the check box for either a single test or for all Internet Services Testing) on your Monitoring account, you no longer continue to receive notifications from the configured test(s).

Fixes for Inventory Application

  • When you change a device’s type (by clicking Edit next to “Classification” on the Overview tab of the device’s details page) in your Monitoring Inventory, the following now occurs:
    • The device entry is automatically moved to the appropriate Device Type group. Previously, it sometimes still appeared under its former device type.
    • If you click Edit again, a duplicate of the selected option in the Device Type drop-down menu no longer appears (bug shown below).

  • The Disk Usage graph (on the Disks tab of the device details page) now displays correctly. Previously, an error in the PQL query prevented the graph from loading (bug shown below).
  • When you delete a device from your Monitoring Inventory (or clear your entire Inventory), the device’s information is now cleared from the Crawler.

Fixes for “Configuring a Remote Support Seat” Instructions

  • As a Monitoring technician, if you (a) are part of a GoToAssist account that includes a Remote Support subscription plan or free trial, (b) do not have a seat for Remote Support and (c) do not have admin privileges on the account, the following is now true when you go to the Remote Support home page:
    • The top line of the “Configuring a Remote Support Seat” instructions now directs you to ask your account admin to provide you with a Remote Support seat. Previously, the directions instructed you to configure it yourself, which was misleading since you did not have the privileges to do so.
    • The Start a support sessionDownload the unattended installerView and manage groups and Generate reports links in the Shortcuts menu are now disabled. Previously the links appeared enabled, even though you could not use them (displayed below).
    • The pop-up tool tips (displayed below) that previously appeared when you hovered over the Shortcut menu links now only appear on accounts that do not include a Remote Support subscription plan or free trial. Previously those links still appeared, which was misleading since your account already included a Remote Support plan or trial.

Fixes for Reports Application

  • When you generate a PDF Monitoring report for “All installed software on [Windows/Mac/Unix] machines,” the device name appears at the top of the report. Previously, it just read “Software on” instead of “Software on [device name]” (bug shown below).
  • Using on Internet Explorer 8, you can generate PDF Monitoring reports and print generated HTML Monitoring reports without encountering errors. Previously, some technicians saw blank reports when generating PDF reports and/or were only able to print the first page of generated HTML reports.

Fix for Renaming Internet Services Tests (WAN)

  • When an Internet Services Test (WAN) is renamed, the subsequent notifications triggered by the test now include its new name rather than its former one.

Fix for Managing Permissions

  • As a Remote Support and/or Monitoring user, if you try to modify permissions that you do not have access to you now see the following message: “You can only manage permissions which were granted to you.”

Fix for Logging Out

  • When you log out of the GoToAssist Community, you are logged out of your Remote Support and/or Monitoring account entirely. Previously, you still remained logged in to the GoToAssist web application.

GoToAssist App for Android (v1.0.77) Release Notes

Released May 14, 2012

Bug Fixes:

Fix for Hyphen in Login Information

  • You can now log in to the GoToAssist app for Android using an email address that contains a hyphen in the domain name (i.e., john@domain-name.com). Previously, some users encountered an error when trying to log in.

Fix for Numeric Keyboard Error

  • When you are on the numeric keyboard page, the keyboard remains on the numeric page until you return to the alphabet page (by tapping the ABC key). Previously, the numeric keyboard automatically returned to the alphabet page after you typed the first entry.

Fix for Enabled Tools with Macs

  • The Send Ctrl-Alt-DelReboot and Reboot in Safe Mode options in the Tools menu are not enabled while in session with Mac customers. Previously, these options were enabled, even though those features are only available while in session with Windows customers.

Fix for Changing Galaxy Tab’s Device Font

  • The GoToAssist app no longer crashes when you change the device font for a Galaxy Tab.

Fixes for Log-In Issues

  • Once you log in, you immediately see the app’s Home screen. Previously, some users continued to see the Log In screen with a blank password field after logging in, even though their device’s Notification bar displayed “You are logged in.”
  • When you try to launch and log in to the app over an hour after you last logged out, the app no longer crashes.

GoToAssist App for Android (v1.0.68) Release Notes

Released May 9, 2012

During the keynote address at today’s Synergy2012 conference in San Francisco, we announced the availability of our new GoToAssist app for Android! The free app works with the award-winning GoToAssist Remote Support service, and is ready for download now in the Google Play store. Using the GoToAssist app, IT professionals can truly provide quality remote support from anywhere, anytime!

What’s New?

New GoToAssist App for Android

  • Android users running Android OS 2.3.3 (Gingerbread) and newer can now provide remote support from their Android devices using the new GoToAssist app for Android. See our GoToAssist app support documentation for more information.
  • To access the GoToAssist app, you can download it to your Android device from the Google Play Store app and log in using your GoToAssist Remote Support email address and password.
  • You can also create a Free Mobile Plan directly from the app by tapping Create Account on the Log In screen.
    • Note: The Free Mobile Plan does not include access to Unattended Support Computers.

GoToAssist Remote Support (Web) Release Notes

Released May 1, 2012

While you have always been able to start support sessions with your customers, your customers never really had an easy way to put up their hand to ask for help in real time. That changes today! The team has done it again and has developed an innovative way for you to engage with and support your customers. Simply get started by selecting a URL for your new support portal and let us host it, or embed a few lines of code into your existing site or application and deliver live support everywhere. This allows the people you support to proactively initiate a chat session, and at any time during the chat session you can immediately initiate a remote support session while still chatting with the customer. We think you and your customers are going to love it!

Check out the video below to get started, then read on for more details:

What’s New?

Customer-Initiated Support for GoToAssist Remote Support

  • GoToAssist Remote Support technicians can now configure their account for customer-initiated support (CIS), allowing customers to request technical support through a customized portal. See our support documentation for more information.

About the Support Center

  • The Remote Support web account now has a Support Center that allows technicians to manage and address customer requests. The Support Center is made up of the following panes:
    • (a) Support Requests – This pane displays of the support requests for the entire Company. Technicians can click the links at the top to switch views:
      • New – All support requests that haven’t been assigned to a technician.
      • Active – All support requests that haven’t been closed.
      • Completed – All support requests that have been closed.
    • (b) My Support Requests – This pane displays all support requests that are assigned to the technician.
    • (c) Details – This pane shows details about the support request that is selected in either of the other 2 panes.

Setting up Customer-Initiated Support

  • To set up customer-initiated support, technicians can do the following:
    • A. Create Company Portals
      • 1. Log in at http://app.gotoassist.com.
      • 2. Click the Configure menu in the top navigation, and select Customer Portals.
      • 3. Click Add Portal.
      • 4. In the Add Portal window, they can do the following:
        • Company – Select the Company they want to set up the portal for.
        • Portal Subdomain – Enter the text they wish to appear in the URL for their customized portal (this is the URL customers will use to submit their support requests).
          • Note: You will see an error if you choose a name that is already being used by a GoToAssist technician (not just on your account).
        • Portal Status – Be sure it is set to “Active” in order for customers to submit requests.
      • 5. Click Save.
      • 6. Technicians can repeat steps 3 – 5 for each Company that they want to set up a portal for (limit 1 per Company).
    • B. Set “Available” Status
      • 7. Click the Chat Requests menu in the top navigation.
      • 8. Select “Available” (under “My Status”). The page will reload, and a check mark iconwill appear next to the “Available” option.
    • C. Set Notification Methods
      • 9. Click the Chat Requests menu in the top navigation.
      • 10. Choose the method(s) that you want to be notified with when a customer submits a request. Green check mark iconswill appear next to the enabled methods.

    • D. Direct Customers to the Support Portal
      • 11. Once your portals are set up, you can direct customers to them in any of the following ways:
        • Stand-alone URL – Customers can go to the customized portal subdomain (specified above) to enter their support requests.
        • Pop-Up Window – Technicians can put a pop-up window on their website so that customers can enter their questions there directly. To get the pop-up code, technicians can go to the Customer Portals page (Configure menu > Customer Portals) and click the Show URLs and Code link for the appropriate Company.
        • Embedded in Website – Technicians can embed the chat window on their website so that customers can enter their questions there directly. To get the embed code, technicians can go to the Customer Portals page (Configure menu > Customer Portals) and click the Show URLs and Code link for the appropriate Company.

Accepting Customer Support Requests

  • When a customer submits a request using a customized portal, the technician receives a notification (via the method they selected in the Chat Requests menu) and hears a chime (if they are logged in to the Remote Support web account). The technician can then do the following:
    • 1. Log in at http://app.gotoassist.com.
    • 2. Open the Support Center in either of the following ways:
      • Click Remote Support in the top navigation, and select Support Center from the drop-down menu.
      • Click Resolve support requests on the Remote Support home page.
    • 3. All unassigned requests for the Company appear in the Support Requests pane. Technicians can then select the one they want to address to see its details in the Details pane on the right.
    • 4. Technicians can click Assign to Me to assign the support request to themselves. The support request will then appear in the My Support Requests pane at the bottom.
    • 5. Technicians can click Join Chat to start chatting with the customer.
    • 6. If the customer’s issue can’t be resolved through Chat alone, technicians can escalate to a full Attended Support Session with the GoToAssist Expert application. To do so, they can click Request Screen Sharing.
    • 7. The GoToAssist Expert application will launch, and the customer will see a Join Screen Sharing Support Session button in their Chat window. They can click it to launch directly into session, which will end the Chat session.
    • 8. Once a support request is resolved, technicians can click Close Request to mark it as complete.
  • 9. Technicians can support multiple customers simultaneously in the Support Center. To do so, they can click entries in the My Support Requests pane that are marked “In Progress” in the Status column, which will open that support request’s information in the Support Request pane on the right.

GoToAssist (formerly GoToManage) Remote Support & GoToAssist Express (v1.6, b403)

Released 4/22/12

What’s New?

Rebranding GoToManage as GoToAssist

  • GoToManage is now branded as GoToAssist and appears as such on the GoToAssist Expert and GoToAssist Customer (formerly GoToManage Expert and GoToManage Customer) desktop applications and all other references.

Bug Fixes:

Fix for Unexpected Error for Unattended Computers List

  • GoToAssist Remote Support and Express technicians should no longer see the following error when accessing their Unattended Computers list: “There was an unexpected error while trying to obtain the unattended computers list.” Previously some technicians saw this error, and then some were able to load the list on their next try.

Fixes for Installing Unattended Access on Macs

  • GoToAssist Remote Support and Express technicians can successfully set up unattended access on Mac computers by installing the GoToAssist Customer desktop application (downloaded from www.fastsupport.com/unattended or by logging in to http://app.gotoassist.com). Previously, if a Mac computer name (which is used as the Unattended Support Computer’s nickname) was longer than 32 characters, the installation process would fail.
  • When unattended support is being set up on a Mac that is already set up under a different account, the Unattended Support Setup window no longer displays cut-off text.

Fix for “Remember Me” Login Preference

  • When a Remote Support representative logs in to the GoToAssist Expert desktop application with the “Remember Me” check box selected, then logs in at http://app.gotoassist.com using a different account and starts a new support session from there, if they open the Preferences window, the General tab lists the email address of the second account under the Log In section. Previously, it displayed the email address from the original account, even though the current session was for the second account.

Fix for Upgrading Software during Sessions

  • The GoToAssist Expert desktop application will not automatically upgrade to the newest version while a support session is in progress. Previously, a newer version would sometimes automatically install and then launch during an active support session, causing the current version running to shut down mid-session.

Fix for French and German Translation

  • When a technician has the language preference of the GoToAssist Expert desktop application set to French or German (Tools > Preferences > General tab), the entire application is translated into the appropriate language. Previously, the My Unattended Computers window title still appeared in English (bug displayed below).

Fix for High CPU on Macs

  • When the GoToAssist Expert desktop application is running in the background on a Mac (i.e., not in session), it only uses approximately 5% CPU. Previously, it used an abnormally high amount of CPU (50-70%).

Fixes for Transferring Sessions (Remote Support only)

  • Remote Support technicians can transfer a session back to a technician who originally transferred it to them. Previously, technicians didn’t always receive the Transfer Session notification when attempting to transfer a session back.
  • After Remote Support technicians receive a transferred session, they immediately see the customer’s screen. Previously, some technicians’ Viewers froze on the “Requesting Permission to Join” screen.
  • When a Remote Support customer’s computer is logged off or rebooted during a support session, the Viewer stays in its active state. Previously, the Viewer showed disabled toolbar buttons and incorrect names in the Chat window for some customers after the customer’s reboot.
  • If a Remote Support technician on a Windows computer tries to transfer a session to a Mac technician, but the Mac technician closes their desktop application before the Windows expert can approve the transfer, the session can still be successfully transferred if the Mac technician clicks the Transfer URL again. Previously, after the first failed attempt, the session could not be transferred to the Mac again.
  • If a Remote Support technician ends a support session with an open transfer request (i.e., the Transfer Session window is open, but the technician has not clicked Transfer Now or Cancel), the GoToAssist Expert desktop application will no longer crash.
  • When the GoToAssist Customer desktop application is running as a service and the Remote Support technician tries to reboot the customer’s computer, they should no longer receive a message saying that the Customer application is running in regular (i.e., non-service) mode.
  • When a Remote Support technician stops Screen Sharing for the customer and then restarts it, the customer does not receive an approval message asking for their approval to start Screen Sharing. Previously, some customers started seeing this message whenever the technician stopped and restarted Screen Sharing after the session was transferred.

GoToAssist (formerly GoToManage) App for iPad (v1.6.383)

Released April 22, 2012

What’s New?

Rebranding GoToManage as GoToAssist

  • GoToManage is now branded as GoToAssist and appears as such on the GoToAssist app for iPad and all other references.

New Session Tools

  • By tapping the Tools icon, you can now do the following during support sessions:
    • Upgrade to Run as a Service – Upgrade the GoToAssist Customer desktop application to run as a Windows service (rather than the “non-service” application) to access more features.
    • Set Up Unattended Support – Set up unattended access on a customer’s computer (Windows only) while in an attended support session.
      • Note: The GoToAssist Customer desktop application must be running as a service to enable this feature.
    • Transfer Session – Transfer sessions to other Remote Support technicians.

Wake On-LAN

  • You can now use the Wake On-LAN feature to attempt to “wake” offline computers on your Unattended Computers list. To do so, open your Unattended Computers list, tap the computer that you wish to access and tap Power On.

Support for the New iPad

  • The GoToAssist app for iPad can be used on Apple’s® new (third-generation) iPad.

Bug Fixes:

Fix for External Keyboards

  • When you use an external (Bluetooth) keyboard while in an iPad support session, a gray rectangle no longer partially obscures the Viewer.

Fixes for Chat Field

  • The Chat field on the iPad app now expands vertically as you type, and a scroll bar appears if the message exceeds 4 lines of text. Previously the text field was only a single line, making it difficult to see the full Chat message if it exceeded 1 line of text.
  • If you type (but do not send) a Chat message during an iPad support session, the unsent text is cleared once the session has ended. Previously, it would remain in the chat input field and appear at the start of the next session.

Fix for Session Launch Button

  • When you start a support session from http://app.gotoassist.com (i.e., log in > Remote Support tab > Start a support session), tapping the Start a Session button in the pop-up window will open the GoToAssist app on the iPad and launch the user into session. Previously, tapping the button opened the app, but did not start the session.

Fix for Free Mobile Plan Settings

  • If you have a Free Mobile Plan, you will no longer see settings for Unattended Support in the Settings menu. Previously, these options appeared even though the Free Mobile Plan does not include the ability to use Unattended Support (shown below).

GoToAssist Express & GoToAssist Remote Support Release Notes

Released April 20, 2012

What’s New?

Transition from GoToAssist Express to GoToAssist Remote Support

  • If you have a GoToAssist Express free trial and/or subscription plan and pay for your service online, you will begin to be moved to GoToAssist Remote Support starting today, April 20, 2012 at 9:00 PM. Once moved, when you log in with your GoToAssist Express email address and password you will be directed to the GoToAssist Remote Support web account (shown below). All of your Unattended Support Computers will be moved over to your Remote Support account. Please see the FAQs for more information.
    • Note: GoToAssist Express Day Pass users are unaffected by this change.

  • If you are a GoToAssist Express offline customers (i.e., you have multiple seats and are paying for your service via invoice, generally through a sales representative or account manager), you will be moved to GoToAssist Remote Support at a later time. You will receive an email notification prior to the transition with instructions on how to proceed.

GoToAssist (formerly GoToManage) Monitoring (Web & Crawler v4.2.9.1970)

Released 4/17/12

The GoToAssist Monitoring team has done it again by delivering another great release. Thanks to those of you who kept requesting the ability to monitor key services over the Internet, as well as to the product and engineering teams who listened. The new Internet Services Testing capabilities allow you to continually monitor key infrastructure from the cloud. Think of it as a cloud-based Crawler that you control, but that runs in our data centers and tests your public-facing services over the Internet. We now give you the ability to monitor devices on your network behind the firewall, devices that travel off your network, and services that you make publicly available. That’s a great monitoring trifecta! And we did not stop there; we also now give you the ability to sort your Inventory via the Alerts and Updated columns, as well as to view the alerts across all Companies for the account. And finally, we have consolidated our brand by simply changing the name from GoToManage to GoToAssist, which is best known as the market leader and for pioneering IT remote support over ten years ago.

What’s New?

Internet Services Testing Data Collection

  • Internet Services Testing – also known as Wide-Area Network (WAN) data collection – is now available as an option in the Data Collection application. You can set up tests to monitor websites, routers and mail servers over the Internet. Previously, you could set up data collection in this way by clicking Add a Cloud-Based Crawler under the For LAN Data Collection section (this button is now removed).
  • To add a new Internet Services Test, do the following:
    • 1. Open the Data Collection application, and click the “Enable Internet Services Testing” check box to enable the features underneath it.
    • 2. Click Add a Test.
    • 3. In the Select Test Type window, click WebsiteNetwork Ping or Custom Protocol.
    • 4. A new page will open with the custom General, Alerting and Configuration options for the selected test type. Fill in the appropriate information, and click Create.
    • 5. The new alert appears on the list of Internet Services Tests, where you can do the following:
      • Edit – Click the name of the test you want to modify.
      • Delete – Click the row of the test you want to run, and click Delete.
      • Run Now – Click the row of the test you want to run, and click Run Now.

Account Alerting View

  • When in the Alerting application, you can click Account Alerting in the top-left corner to see all alerts on the account (rather than just the Company you have selected).

Sorting in the Inventory

  • The Inventory list can now be sorted by the “Alerts” and “Updated” columns. When the columns are clicked, the list sorts appropriately, and an indicator arrow appears next to the column header.

Rebranding GoToManage as GoToAssist

  • GoToManage is now branded as GoToAssist and appears as such on the Monitoring web account, desktop application (GoToAssist Crawler), Community site and all other references. Please see the FAQs for more information.

New User Forums in GoToAssist Community

  • When you click Forums on the Community page, you are now taken to the GoToAssist User Forums page.
  • On the GoToAssist User Forums page, you can click the red Feedback button on the left side of the page to open the Feedback window. There, you can access the Feedback Forum to suggest new ideas and vote on other users’ ideas.

Bug Fixes:

Fixes for Alerting Application

  • When an alert is created for an entire account (rather than just a Company within the account), it appears on the global Configure Alerts list (i.e., clicking Account Alerting in the top-left of the page to view alerts from all Companies). In addition, clicking the triggered alert in the Alert Summary list opens the Edit Alert window. Previously, the alert did not appear on the global Configure Alerts list when the list was accessed from a Company to which it didn’t belong, and clicking the alert in the Alert Summary list triggered an error.
  • The Edit Alert window should no longer open unexpectedly. Previously, some users saw it appear when they were trying to save an alert status.
  • In the Alert Status window of a triggered alert (accessed by clicking the alert’s status in the Alert Summary list), if the notification preference is set to Mute [for XX time], it will switch back to Unmute once the selected time period expires. Previously, the alert remained on Mute [for XX time] until changed, despite a set time period being selected (i.e., behaved like the Mute option).
  • When an alert configured to send SMS Text notifications is triggered, the SMS Text Messages are sent. Previously, only the email notification would be sent, even though both methods worked correctly during testing.

Fixes for Inventory Application

  • The Inventory list can be sorted by Company and Device type. Previously, the entries were sorted incorrectly when the header was clicked.
  • When you click Edit next to the Classification section on a device’s Overview page, all of the other Edit buttons remain on the page. Previously, this caused all the other Edit buttons to disappear until the page was refreshed.

Fix for GoToAssist Community (Formerly GoToManage Community)

  • Users who could not post on the GoToAssist Community site because of login problems can now successfully login and post. Previously, some users saw the following message repeatedly: “If you already have a GoToManage account, please log in to reply to this topic.”

Fix for Cloud-Crawler Not Reporting Alert

  • If you enabled the “Crawler not reporting” alert, you will no longer receive alerts for the cloud crawler.

Fix for Crawler Translation

  • When plugins are run from the Crawler desktop application, all the text is now fully translated.

GoToAssist (formerly GoToManage) Remote Support (Web)

Released 4/17/12

Rebranding GoToManage as GoToAssist

  • GoToManage is now branded as GoToAssist and appears as such on the Remote Support and Monitoring web accounts, generated reports, http://www.fastsupport.com and all other references. Please see the FAQs for more information.
    • Note: GoToAssist Express remains unaffected at this time.

New User Forums in GoToAssist Community

  • When GoToAssist Remote Support and Monitoring users click Forums on the Community page, they are now taken to the GoToAssist User Forums page.
  • On the GoToAssist User Forums page, users can click the red Feedback button on the left side of the page to open the Feedback window. There, they can access the Feedback Forum to suggest new ideas and vote on other users’ ideas.

GoToAssist Blog and Release Notes

  • The GoToAssist Express blog and release notes pages are now home to the GoToAssist Remote Support and Monitoring blog and release notes (previously here) as well.

GoToAssist Express & GoToManage Remote Support (Version 1.6, Build 383)

Released 3/21/12

File Transfer for Mac Computers

  • The File Transfer feature can now be used to successfully transfer files to and from a customer’s Mac computer while in attended and Unattended Support sessions. Previously, File Transfer could only be used with PCs, and the File Transfer button in the technician’s Viewer toolbar was grayed out while in session with a Mac. For details, see the GoToManage Remote Support blog.
    • Note: Drag and drop File Transfer is not currently supported with Macs.

Downloading the GoToManage Customer Application

  • When you are connecting to an Unattended Support Computer and the customer needs to download a different version of the GoToManage Customer application in order to be compatible with your version, you now see the following message: “[Customer] is downloading the required version of GoToManage. You will be connected after downloading is complete.”

Uninstalling Unattended Access from Macs

  • To remove unattended access from a Mac, you can find and open the “Uninstall GoToManage” application on the customer’s computer (under Applications > GoToManage). Previously, you removed the GoToManage Customer application by selecting the GoToManage Customer icon (in the toolbar) > Unattended Access > Remove.

GoToAssist Express & GoToManage Remote Support (Version 1.6, Build 363)

Released 12/15/11

GoToAssist Express/GoToManage Remote Support Desktop Application Changes

  • The GoToAssist Expert desktop application that you use to conduct attended and unattended support sessions is now renamed the GoToManage Expert application.
    • Note: We are still fully supporting our GoToAssist Express customers and the GoToAssist Express product. Only the application’s name and logo have changed – your account and service will remain the same!
  • Similarly, the GoToAssist Customer desktop application that your customers use to join attended support sessions (and that you use to install unattended access on customers’ computers) is now renamed the GoToManage Customer application.

Wake On-LAN (WoL) for Unattended Support Computers

  • You can now use Wake On-LAN (WoL) to attempt to wake up sleeping (PC and Mac) or powered-off (PC) computers from your Unattended Support Computers list, provided that all of the following are true:
    • The computer has the GoToManage Customer desktop application installed with unattended access set up.
    • The computer’s status is not In Session, Blocked or Removed.
    • The computer is connected to the local area network (LAN).
    • The computer’s network adapter has WoL enabled (see Enabling WoL below for more information).
    • At least 1 Unattended Support Computer within the target computer’s network is already “awake” (i.e., Online, In Session or Blocked) in order to send the “wake up/power on” request.
    • The computer is connected to the network by Ethernet rather than WiFi (highly recommended).
  • Note: For further details and instructions about waking up a sleeping (PC and Mac) or powered-off (PC) computer (as well as enabling WoL for your network adapter), visit the GoToManage Blog.

GoToAssist Express & GoToManage Remote Support (Version 1.6, Build 330)

Released 10/24/11

Unattended Support for Macs (Beta)

  • You can now set up Unattended Support on Mac computers with OS X 10.5 (Leopard) or newer. Complete the following steps to do so:
    1. From the customer’s computer, technicians can go to http://www.fastsupport.com/unattended.
    2. On the Set Up Unattended Support page, click Set Up Unattended Support to begin downloading the Mac unattended installer (G2AxCustomer.pkg).
    3. When the Download window appears, click Download the Mac Installer.
    4. Once the Mac unattended installer file (G2AxCustomer.pkg) finishes downloading, double-click it to open the GoToAssist Installer wizard.
    5. Once the GoToAssist Installer wizard opens, follow the prompts to complete the installation. After you click Install on the Installation Type page, the customer will need to enter their Mac password and click OK to continue.
    6. Once Mac Unattended Support (beta) is successfully installed, you will see a “The installation was successful” confirmation message on the Summary page in the GoToAssist Installer wizard. The GoToAssist icon will also appear in the customer’s Mac menu bar, which customers can click to access the GoToAssist Customer application.
    7. Once Mac Unattended Support (beta) is successfully installed, technicians will see the following confirmation message on the Summary page in the GoToAssist Installer wizard. The GoToAssist icon will also appear in the customer’s Mac menu bar, which customers can click to access the GoToAssist Customer application.
  • Note: Mac Unattended Support is a beta feature, but there is no need to opt in; see the Mac Unattended Support (Beta) FAQs on the GoToManage blog for more information.

GoToAssist Express & GoToManage Remote Support(Version 1.6, Build 309)

Released 8/12/11

New GoToManage App for iPad

  • If you have a GoToAssist Express plan, you can now use the new GoToManage app for iPad to provide remote technical support from an Apple iPad. To use it, you can download the GoToManage app from the Apple App Store and log in with your GoToAssist Express email address and password. See here for more information!
  • With the new GoToManage app for iPad, you can host unlimited attended support sessions, view and connect to your Unattended Support Computers, and use the Chat, Notes and Tools features during support sessions.
    • Note: If you have a Day Pass for GoToAssist Express, you will not have access to the Chat, Notes or Unattended Support Computers features.

GoToAssist Express & GoToManage Remote Support(Version 1.6, Build 309)

Released 8/9/11

GoToAssist Express and Mac OS X 10.7 (Lion)

  • If you are using GoToAssist Express with the new Mac OS X 10.7 (Lion), you must install Java on your computer to download the GoToAssist Express application to host or join a session, because OS X Lion does not come with Java pre-installed (this is a one-time download of 130 MB). If you try to host or join a session without Java installed, you will see a “Missing Plug-in” message instead of the download-progress bar on the Download page. To initiate the Java download, you can click Missing Plug-In. Alternatively, you can download Java directly from Apple’s support site at http://support.apple.com/kb/DL1421.

Diagnostic Report Additions

  • The Installed Applications tab on the Diagnostic Report window now includes Publisher, Display Version and Install Date information. Previously, the tab only listed the customer’s installed programs.

GoToAssist Express and Mac OS X 10.7 (Lion) Bug Fix

  • As a GoToAssist Express technician, you should no longer encounter screen sharing errors during support sessions with customers using Mac OS X 10.7 (Lion), as long as you are using GoToAssist Express v1.6 (build 309) or newer. Previously, when GoToAssist Express technicians were in session with customers using Mac OS X 10.7 (Lion), they were unable to see their customers’ screens.

GoToAssist Express & GoToManage Remote Support (Web)

Released 6/10/11

Signing Up for GoToManage

  • The sign-up pages for GoToManage Remote Support and Monitoring now have the following advisory warning: “Notice for GoToAssist Express customers – If you have unattended machines with GoToAssist Express, please use a different email address with GoToManage. If you use the same email address, you’ll lose access to your unattended machines.” However, this message is no longer accurate, as you now can have GoToAssist Express and GoToManage accounts under the same email address without losing access to your Unattended Support Computers. The message will be removed shortly in an upcoming release.

Changing GoToManage Plans

  • If you have a GoToManage plan and click Change Plan under Remote Support on the My Account page, the Free Mobile Plan is now available as a plan option (even though the GoToManage for iPad app is not yet available for use).
    • Note: If you downgrade from a paid plan to the Free Mobile Plan, you will immediately lose access to the following: Unattended Support Computers, Notes, Chat, Drawing Tools, File Transfer, some Preferences options and reverse Screen Sharing (sharing your screen with your customers). If you change from a paid to a free subscription plan mid-billing cycle, you will receive a prorated refund for the portions of the paid plans that you do not use.

GoToAssist Express & GoToManage Remote Support(Web)

Released 6/9/11

Using the Same Email Address for GoToAssist Express and GoToManage Remote Support

  • If you have a GoToAssist Express account and you sign up for a GoToManage Remote Support account using the same email address, then your existing Unattended Support Computers are now copied to your new GoToManage account as well (the computers appear on both the desktop application and on the GoToManage Remote Support web application). Previously, using the same email address for both accounts caused you to lose access to your Unattended Support Computers.
  • If you have GoToManage Remote Support and GoToAssist Express accounts under the same email address and you allow your GoToManage plan to expire while your GoToAssist Express plan stays active, then you will lose access to any Unattended Support Computers that you added after signing up for GoToManage. Any computers that you added before GoToManage will remain accessible on your GoToAssist Express account.
    • Note: If you reinstate your lapsed GoToManage Remote Support plan, then you will regain access to your lost Unattended Support Computers.
  • If you have an expired GoToManage Remote Support account and an active GoToAssist Express account under the same email address, then you will no longer see a “plan not active” error message when you try to use GoToAssist Express.
  • If you have active GoToAssist Express and GoToManage Remote Support accounts under the same email address, you will now see both products listed on your My Account page.

GoToAssist Express & GoToManage Remote Support (Version 1.5, Build 290)

Released 5/25/11

Coming Soon: GoToManage for iPad app

  • If you have a GoToAssist Express paid subscription plan, you will soon be able to download and use the GoToManage for iPad app, which will allow you to host support sessions and manage your Unattended Support Computers from the Apple® iPad. To be alerted as soon as the app is available in the Apple App Store, you can go to www.GoToManage.com/iPad and sign up to be notified.
    • Note: The GoToManage for iPad app will not be available for GoToAssist Express technicians with Day Passes.

Unattended Support Computer Error

  • You should no longer receive an “unexpected error” message when attempting to set up an Unattended Support Computer that has 5 or more Media Access Control (MAC) addresses.

GoToAssist Express & GoToManage Remote Support (Version 1.5, Build 290)

Released 5/12/11

Unattended Support Computers

  • You should no longer unexpectedly lose access to your Unattended Support Computers. Previously, internal maintenance on Citrix Online servers caused some Unattended Support Computers to stop connecting to the servers, effectively disabling access to those computers. To restore access to those computers, you must restart the GoToAssist Express application on each affected computer.

GoToAssist Express & GoToManage Remote Support (Web)

Released 5/10/11

Signing up for GoToManage Remote Support

  • If you have an existing GoToAssist Express account and want to sign up for GoToManage Remote Support, you must sign up using a different email address than the one you use for GoToAssist Express. If you do use the same email address, you’ll lose access to the Unattended Support Computers you’ve previously set up on your GoToAssist Express account. In the event that you lose access to Unattended Support Computers, you must re-set up each computer individually. For further help, please contact Customer Support at (877) 582-7017 (toll free) or (805) 617-7367 (direct dial).

GoToAssist Express (Version 1.5, Build 274)

Released 2/24/11

GoToAssist Express Unattended Support

  • When unattended support is removed from your My Unattended Computers list, the GoToAssist Express customer application will be uninstalled. Also, you can now click Refresh from the drop-down menu for computers in the My Unattended Computers list.

Logging In

  • If a support representative has a GoToAssist Express session running, and in the rare case that another support representative on the same account logs in to the same computer and tries to log in to GoToAssist Express, the second support representative will see a dialog notifying them that they must end all current sessions to start a new session. If the second support representative agrees, all current sessions will end, and they will become the new logged in user.
  • If you’re already logged in to GoToAssist Express, you cannot change your email address in session from Preferences > Remember me on this computer. Only the email address and password that you logged in with will be remembered. If you want to log in to a different account during a session, you must do the following: Uncheck Remember me on this computer > Exit Session > Open GoToAssist Express > Log in with the desired account credentials > Check Remember me on this computer.

GoToAssist Express (Version 1.5)

Released 2/9/11

Note: This release affects all GoToAssist Express users. Previously, these changes were only visible to some users.

Plan Selection

  • GoToAssist Express users on a paid plan or trial can go to the My Account page to view their Plan Details, including their plan type and credit card information. They can click Change Plan to choose an Annual Plan or Monthly Plan, as well as change their billing information. However, the changes to the plan will not be in effect until the next renewal period. Customers on a paid plan can click Turn Off Renewal to prevent their account from being automatically charged once their plan ends. Trialers can click Cancel After Trial on the My Account page, which will stop the GoToAssist Express service and prevent automatic credit card charges once the trial ends.

My Account Page

  • The My Account page includes links to 24/7 GoToAssist Express Support and the GoToAssist Express Home Page.

Selecting Languages

  • Users can select their preferred language by going to the My Account page, clicking Edit in Personal Info and selecting their Primary Language from the drop-down menu. If users have not yet logged in, they can change the language settings by clicking the language links at the bottom of each GoToAssist Express web page.

Login Info

  • On the My Account page, users can click Edit in Login Info to change the email address associated with the account or change the account password.

Billing Info

  • Users can click Edit in Billing Information on the My Account page to change their credit card information, phone number and address.

Recent Billing Activity

  • On the My Account page, users can view Recent Billing Activity to see when they purchased plans. They can click View All Activity to review all account activity since the account was first created. Users can click Print Receipt to print a record of the information on the Billing Activity page.

Reporting

GoToAssist Express (Version 1.5)

Released 12/2/10

Reports

  • All customers, including those in time zones ahead of Pacific Time, will now see correct dates in reports. For example, if you select August 1 as the “From” date and August 4 as the “To” date, the “To” date will reflect the selection of August 4 instead of showing 1 day before (August 3).

GoToAssist Epxress (Version 1.5, Build 258)

Released 11/4/10

This version of GoToAssist Express includes requested feature enhancements and bug fixes.

Unattended Support Computers

  • The Unattended Support Computers window and GoToAssist Express customer application will no longer disappear or uninstall unexpectedly. If a support representative cannot start an unattended session with a customer’s computer or an Unattended Support Computer is stuck in a session, support representatives can click Reset Connection in the Unattended Computers window. Doing so will restart the GoToAssist Express application on that computer. Once GoToAssist Express has restarted, the Unattended Support Computer will be listed as Online in the support representative’s Unattended Computers window if the support representative refreshes the window. However, an Unattended Support Computer must be upgraded to GoToAssist Express build 258 before a support representative can use Reset Connection with that computer.

Selecting Languages?

  • Users can once again change their default language from the My Account page on the GoToAssist Express website. The language change will be reflected in the GoToAssist Express application once a session is started from the GoToAssist Express home page.

GoToAssist Express (Version 1.5, Build 240)

Released 10/7/10

This version of GoToAssist Express includes requested feature enhancements and bug fixes.

Secure Login

  • The GoToAssist Express log-in page is now available in English, German and French.

Downloads

  • The Unable to Process Your Request page now contains links for users to download GoToAssist Express and GoToMeeting. This page is now available in English, German and French.
  • When users download GoToAssist Express, they will now see a re-skinned Download Complete page.

Reports

  • The correct Session ID will once again be shown in session usage reports. Previously, the Session Key was being displayed instead of the Session ID.
  • Regardless of whether JavaScript is enabled or disabled, a GoToAssist Express user can once again enter a “From” date that is 1 year before the current date.

Support Center

  • The GoToAssist Express User Help and system requirements pages are now available in English, German and French.
    Users can visit the GoToAssist Support Center by going to http://help.gotoassist.com for English, http://help.gotoassist.de for German and http://help.gotoassist.frfor French.
  • The 24/7 link now takes users to the GoToAssist Support Center home page. Previously, the 24/7 link took users to the Contact Us page.

GoToAssist Express (Version 1.5, Build 240)

Released 8/12/10

This version of GoToAssist Express includes requested feature enhancements and bug fixes.

Downloads

  • If a Windows user does not have Windows .NET Framework 2.0 or newer and tries to download GoToAssist Express using Internet Explorer 7 or newer, they will now use a Java or manual download. Previously, some of these users had to upgrade to a newer version of Windows .NET Framework.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s