GoToAssist Service Desk (v147.0 Web) Release Notes

Released February 23, 2017 (PST)

SUMMARY:

  • New email notification trigger in Beta Features (Labs)
  • New “Slack” integration for triggers
  • Improvements to “My Tasks” view
  • Bug fixes and minor changes

What’s New?

New Email Notification Trigger in Beta Features (Labs)
  • Agents can now enable a new Beta feature (i.e., Labs) that will provide the ability to send email notifications in triggers (at the account or per-service level) when certain conditions are met for Incidents, Problems, Changes, and Releases.  These email notifications can be sent to the owner, assignee, customer and/or external watchlist when enabled.  An example of the benefits of this feature would be if the priority level of an incident escalated to P1 (urgent) and the agent wants to notify the assignee automatically with an email.  Previously, an email notification could only be triggered if the service record was reassigned.  (GTASD-853)
  • To enable the email notifications trigger, agents can do the following:
    1. Log in to https://desk.gotoassist.com.
    2. Go to Configure > Account-Wide Settings > Labs.
    3. Check the box to for “Enable Email Notification in Triggers” option.
    4. Click Save. TriggerEmailNew.png
    5. Once enabled, you can create a new trigger or update an existing one and select Send Email Notification To under the “WHAT do you want to happen?” field to send email notifications to your desired audience.

SendEmailTrigger.png

New “Slack” Integration for Triggers

  • Agents who use Slack as their messaging client can now use Incident, Problem, Change, or Release triggers to be notified within a Slack channel when conditions of the trigger are met (e.g., when a new incident is created, when an incident’s priority has increased, etc.).  Once the Slack integration is implemented (using a Slack Webhook URL), agents can create triggers for Incidents, Problems, Changes and Releases at a per-service or account-wide level.  (GTASD-1157)
    • Note:  Agents must have a Slack account to implement this integration.
  • To create the Slack Webhook URL, agents can do the following:
    1. Sign in to the Slack desktop or web app.
    2. Select your <team name> drop-down menu.  If you do not have a team set up, you will need to create one.
    3. Click Apps & integrationsSlack_Apps.png
    4. Once redirected, type incoming webhooks in the “Search” field and click Incoming WebHooks from the search results.  Slack_SearchWebHook.png
    5. On the next page, click Add ConfigurationSlack_AddConfig.png
    6. In the “Post to Channel” section, select an existing Slack channel from the drop-down menu, or click create a new channel to make a new one.  Once your channel is selected, click Add Incoming WebHooks integrationSlack_ChooseChannel.png
    7. On the next page, a confirmation message, “New integration added!” is displayed in the top navigation.
    8. Locate the “Webhook URL” section, then highlight and copy the entire Webhook URL.   Slack_CopyWebHook1.png
  • With the Slack Webhook URL copied, agents can implement the Slack integration within Service Desk as follows:
      1. Log in to https://desk.gotoassist.com.
      2. Go to Configure > Account-Wide Settings > Contact.
      3. In the “Slack Webhook URL” field, paste the Slack Webhook URL.
      4. Click Save. 
        • Note:  Hovering your cursor over the “Slack Webhook URL” field will display a tooltip with a message, “Note:  Removing the Slack URL will delete all trigger actions associated with Slack Notification.”Slack_PasteURL.png
      5. Create a new trigger (or update an existing one) and in the “WHAT do you want to happen?” field, select Notify Slack channel.  This can be done at the per-service or account-wide level.
      6. Click Save when finished. Slack_NotificationTrigger.png
      7. When conditions of the trigger are met, a notification (containing a hyperlink to the triggered record) will appear within your Slack channel.
        • Note:  Incidents, Problems, Changes, or Releases that existed before the Slack notification trigger was created must be updated (i.e., any action executed by the agent or system) in order to notify the Slack channel.

TriggerNotification.png

Improvements to “My Tasks” View

  • Agents will now see tasks of open items (e.g., Incidents, Problems, etc.) by default with an option to view tasks of closed items when the Beta feature (i.e., Labs) for displaying “My Tasks” is enabled.  To view tasks of closed items, check the box to enable the “Include Closed” option on the “My Tasks” page.  Additionally, the record type (e.g., Incident, Change, etc.) will display the number of tasks for both open and closed items above each task section for an at-a-glance view.  Previously, the “My Tasks” view displayed tasks of both open and closed items for Incidents, Problems, Changes, Releases, and Knowledge Articles.  Learn more.  (GTASD-1163)
  • Additionally, the status of a task is now updated with the associated parent record (e.g., Incident, Problem, etc.) to reflect an accurate audit trail of the most recent status update.  Previously, updates to the status of a task were not applied to the parent record.  (GTASD-1181)
Improved “My Tasks” View
Tasks_IncludeClosed.png
Previous “My Tasks” View
Tasks_OldView.png

Bug Fixes

  • Fix for ensuring the “My Tasks” view does not display tasks of deleted items.  (GTASD-1154)
  • A change was made to display a “Check All” and “Uncheck All” option for the list of approvers on a Change request.  (GTASD-1156)

Provide Feedback

If you have questions, comments, or suggestions about this release, please visit our GoToAssist Community and post your feedback – we want to hear from you!