GoToAssist Remote Support (v15.3.0 Web App) Release Notes

Released March 12, 2015

SUMMARY:

  • Ability to Restrict Technician Permissions
  • Fix for “Wake On-LAN” Error

What’s New?

Ability to Restrict Technician Permissions

Note: This feature was mentioned in many recent sets of release notes (as listed below) because of its impact on those components, but it did not become enabled until this release. 

  • Admins can now restrict the access that standard users have to certain support features, including the ability to access unattended machines and the ability to use file transfer.
  • To restrict feature access for users, admins can do the following:
    • 1. Create a new user or edit an existing one.
    • 2. On the Permissions page, use the check boxes under “Support Features” to enable or disable access to the following features:
      • Access unattended computers and installers: If this is disabled, then technicians will only be able to use attended support sessions. They will not be able to install unattended access on a customers computer or view/connect to existing unattended support computers.
      • Use File Transfer: If this is disabled, then technicians will be unable to exchange files with the customer’s computer while in a support session.
    • 3. Click Next > Finish to save the changes.

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  • Resulting changes to web app:
    If technicians have “access to unattended computers” disabled by an admin, they will see the following changes in the Remote Support module:

    • They will not see the Unattended Support Computers inventory on the Home page.
    • They will see the options to download the unattended support installer (Remote Support drop-down menu) and access Unattended Computers (right navigation) grayed out.

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  • Resulting changes to GoToAssist desktop apps (v2.3, b818 release notes):
    If technicians have “access to unattended computers” or “access to file transfer” disabled by an admin, they will see the following changes within the GoToAssist desktop apps:

    • Technicians will see the Unattended Support and/or File Transfer icons grayed out. If they hover over one of these icons, they will see a tool tip that the feature has been disabled by an administrator.
    • If File Transfer is disabled, customers will not see the File Transfer icon at all in their toolbar.

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  • Resulting changes to GoToAssist (Remote Support) app for Android (v1.0.308 release notes):
    If technicians have “access to unattended computers” disabled by an admin, they will now see the Unattended Support button on the Home page grayed out.

Screenshot_2015-03-04-22-11-17

  • Resulting changes to GoToAssist (Remote Support) app for iOS (v1.6.662.0 release notes):
    If technicians have “access to unattended computers” disabled by an admin, they will now see the Unattended Support button on the Home screen grayed out.

Photo Mar 10, 11 13 33 AM

Bug Fixes:

Fix for “Wake On-LAN” Error

  • Users should no longer encounter an error when they click Power On to wake a sleeping computer using the “Wake On-LAN” feature. Previously, an error caused the target computer to not properly receive the “wake” command.

3-12-2015 2-47-06 PM