Archived Service Desk Release Notes (1/22/14 and older)

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 AMSimilarly, 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 AMNew 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 PMNew 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 AMReal-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 PMAdditional “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 PMNew “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 PMNested 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 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 PMScreen Shot 2013-12-12 at 10.54.46 PMScreen Shot 2013-12-12 at 10.54.28 PMScreen Shot 2013-12-12 at 10.54.36 PMAbility 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 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 PMTasks 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 PMUsing 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 PMImprovements 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 PMAdditional “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 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 PMFixes 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 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 PMCreating 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.png2Tasks 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 PMUsing 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 PMService 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 AMNew 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 PMAbility 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 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.png2Integration 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.png2Alerts 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 Service Desk (29.9 Web) Release Notes

Released July 16, 2013

SUMMARY:

  • Active & Inactive User Filters
  • “Source” in Reports & Triggers
  • “Search as You Type” for “Linked to” Attributes

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.

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 PMNew 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 PMCreating 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 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 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 AMLinking 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 AM2Cosmetic 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 PMAccount 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 PMNew “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 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 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_ADauthenticationLogging 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 PMAPI 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 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 AMCustomer 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 PMHours 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 PMResolution and Escalation Times on Incident Page

  • On an Incident page, users can click the Question mark icon question_mark_icon in 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 PMImproved “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 PMCustom 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 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!

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