Goto Assist Integration

Question

I have been trying to enable the GotoAssist integration, it shows that the integration has been activated yet there are no changes on the incident form to use this. I attempted to enable the widget for LogMeIn and it will not allow me to use my GotoAssist credentials to login as I believe they are the same company different product. Please assist in supporting the integration in SolarWinds Service Desk. I have searched on the Asana Board and it appears that there was no documentation provided for GotoAssist.

Thank you

Ramon.Geertjens · Answer

Hi @Jrigley,

This is an excellent question!
You are right, GoToAssist is owned by LogMeIn. However, because these are different products the credentials are not interchangeable.

When you activate the GoToAssist integration, you can initiate a remote support session from within the Inventory > Computers index page or from within a specific computer details page - under the remote assist tab.

While this information is a bit hidden, you can often find some good resources by clicking the orange "Show Help" link in the top right of a page.

If you wish to launch a Remote Support session from within an Incident record. I recommend checking out the integrations under Setup > Integration > Application Widgets (LogMeIn Rescue and TeamViewer).

Hope this helped you!
Ramon