assyst General

Don404Do Gooder (Customer)

I’m new to IFS Assyst. Getting the app from another department who wasn’t very proficient with it either.My terminology will probably be way off, so sorry.Currently we have close to 100 mailboxes controlling request workflows. If this the correct method?With M365 we have to pay per account for Exchange licenses. Is there a way around using licenses?

692

4 days ago

CHRISTALMSidekick (Customer)

asked in assyst General

Remove option from assystNET menu

How to remove Support tab - menu options (left-hand side) for ALL USERS. We are using assyst 11.5

232

4 days ago

moconnor1Sidekick (Customer)

asked in assyst General

Notifier Rules vs Smartmail

What is the draw to implement notifier rules via assyst inerface for managing email templates and rules vs the existing smartmail configuration a user might have in tandem with AP rules, etc?Is this considered Smartmail 2.0 in a more formal sense with the update?Trying to come up with some pros/cons to moving to this method if it reduces needs for managing in multiple places on integration server vs in UI, etc.Thanks,Mitch

120

5 days ago

richardwestDo Gooder (Customer)

asked in assyst General

CMDB Software to Hardware relations (printers)

Hey All,We do a good job having our software as items in our CMDB. We also have our printers and computers in as assyst CMDB also. On the hardware printer items in CMDB were store the print queues for printers in config characteristics. The problem is you cannot search for the serial no in the characteristic. We are going to be moving our printer queues as separate items with relations to the hardware. That’s easy. We want to also relate the print queue to the software it is used by.Question. What do people do when relating it to the software?The two scenarios we came up with were:relating all print queues directly to the Software item. creating another item called “<Software Name> Print Service”, adding relation for this item to the software, and relating all print queues to the “<Software Name> Print Services” item.Technically the majority of these software are running a service for printing but its creating new items to track “services” or “sub programs” to the main soft

110

5 days ago

jadvDo Gooder (Customer)

asked in assyst General

Expand "Action History" and "Links" panels on a ticket

Is there a way to have the “Action History” and “Links” panels on an assyst ticket expanded by default? Thanks!

456

11 days ago

federicocanziDo Gooder (Partner)

asked in assyst General

IFS assyst - Change column profile for linked items

I tried to update the column profile for linked items in the event view or in the monitor, but I couldn't find anything in the wiki or system parameters.Has anyone ever tried to change this setting?"Any help is appreciated.Thanks in advance

231

15 days ago

jyorkSidekick (Customer)

asked in assyst General

Importing Contact User Image via ETM

Has anyone set up their CUG update via ETM that also imports the customers image? We are a Microsoft O365 shop, so I know the URL to get to the image, but I’m not sure how to set this up to import to the Contact Users profile. I’ve tried the following, but I just get a message that “No Update Needed” though no changes are made. Then in my Spreadsheet I’m using to import/test, I have the following:

170

17 days ago

mancelticDo Gooder (Customer)

asked in assyst General

Incident SLA Improvements

Even with the use of SLA Expressions, Assyst currently does not correctly measure SLA’s in some situations. For example, if an Incident’s Priority is changed but the assigned Service Department (SVD) stays the same it does not trigger. In our company we have different SLA’s for Priority 1 vs 2 vs 3. It’s very common for an Incident to get assigned to the correct SVD but after initial triage the incident priority is changed.

1133

1 month ago

Ahmad TawalbehDo Gooder (Employee)

asked in assyst General

event Builder

Hi All, I have issue with event builder as following: However, when I submit a new service and select the item in the picture, the assigned SD does not change to what I need.Please, if you have a suggestion, let me know.Best Regards.

652

1 month ago

DuncanKDo Gooder (Customer)

asked in assyst General

Using a field other than shortcode to authenticate assyst users

Hello. I am wondering if anyone has any experience, or if it is possible to configure assyst to use something other than the shortcode of the assyst user to authenticate to assystWeb. In our environment, we use the AD sAMAccountName as the shortcode for the assyst user account, but because we are authenticating to more than one AD structure, this value is not always unique. We’d prefer to use the email address to authenticate (using Azure SAML), but don’t want to update the shortcodes of all of our assyst accounts.Is there a way to tell assyst to authenticate using the email address or another field, instead of shortcode (for assystWeb only)? I was not able to find any information on this in the wiki or documentation.Thanks.

320

1 month ago

bferreiraDo Gooder (Customer)

asked in assyst General

The tool is slow.

Hello!I have a problem with assyst version 11.7.3, where the tool is slow and has performance issues.The error message in the logs is:2024-11-07 14:07:54,718 WARN [org.apache.struts.action.RequestProcessor] (default task-1) Unhandled Exception thrown: class javax.servlet.ServletException2024-11-07 14:07:54,734 ERROR [io.undertow.request] (default task-1) UT005023: Exception handling request to /assystweb/login/login.do: java.lang.RuntimeException: javax.servlet.ServletException: Request[/login/login] does not contain handler parameter named 'dispatch'. This may be caused by whitespace in the label text. at io.undertow.servlet.handlers.security.ServletFormAuthenticationMechanism.servePage(ServletFormAuthenticationMechanism.java:172) at io.undertow.security.impl.FormAuthenticationMechanism.sendChallenge(FormAuthenticationMechanism.java:183) at com.axiossystems.assyst.security.servletExtension.DelegatingAuthentic at io.undertow.security.impl.SecurityContextImpl$ChallengeSender.access$300(

541

1 month ago

Hannah MandapatDo Gooder (Employee)

posted in assyst General

Get Ready for IFS assyst 24R2 (previously 11.9)!

The upcoming update on November 26 brings several powerful new features and enhancements that will help boost your business’ productivity, security, and service experience.IFS assyst 24R2 will enable your organization to:Offer smarter, faster service with Industrial AI Smart assyst - Event Summarization Smart assyst - Suggested Assignment Boost productivity For service agents with the new UI of Event Monitor For end-users and administrators with form customization improvements For service owners through improved reporting Scale with confidence Optimized ITOM: Better control and visibility of your Microsoft 365 environment Enhanced REST and iPaaS ETM capabilities: Ensure reliable, secure operations Streamline HR service workflows HR Service Management for IFS Cloud HCM Join us for a webinar on December 4, where we dive into the release’s new features and how you can further enhance your service delivery. If you’re unable to attend, you can still sign up to access the webinar on

1040

1 month ago

jadvDo Gooder (Customer)

asked in assyst General

Increase the height of a custom multi-line string field

Is there a way to increase the height of a custom multi-line string field so that it acts similar to the default Description field? The Description field expands to a larger size and then at some point adds a scroll bar. Currently the custom multi-line field only shows 4 lines of text and then adds the scroll bar. It would be great to have the multi-line string field expand vertically to show more than 4 lines of text before adding the scroll bar. We are running assyst 11.6.3. Thanks!

370

1 month ago

Manish VermaDo Gooder (Customer)

asked in assyst General

How to setup SLA Resolution to 30 Business Days

While testing, our team has found an issue with SLA Resolution Times.SLA “Core-Critical Service” has Resolve Time as 30 days. On Testing we found that it’s not 30 Business Days instead it’s 30 Calendar Days.What changes can we make to setup this to 30 Business Days?Request you to please check this.

273

1 month ago

lloyd1306Do Gooder (Customer)

asked in assyst General

Overwrite the unavailability in activity

We are looking at using the Activities in my calendar in assyst to enter when we are on holiday so tickets are not assigned directly when we are not working. However we have automated processed that assign individuals calls and we don't want these to stop when a user is marked as unavailable. Can you configure certain assyst web users to overwrite this unavailability to the automated calls are still logged?

221

1 month ago

CHRISTALMSidekick (Customer)

asked in assyst General

Process Designer - This stage has already been started. One or more of the above errors was generated attempting to create Task Events from the process 'undefined'.

I’m having a process issue I’ve never come across before. I have a series of auto decisions in this process based on what the user chooses in the assystNET form. What does the error mean? I’m trying to find the issue but I don’t really understand what the error is. I understand it says the stage has already been generated but it hasn’t so I’m confused. Anyone come across this sort of issue and have a solution?I’ve restructured the form so that the expressions sub-processes don’t use the same shortcodes and it still doesn’t work. When trying to make this decision I get the below error

502

2 months ago

Natalia FrancoisDo Gooder (Employee)

posted in assyst General

Exciting News: Transition to PeopleCert ITIL®4 Certification

We are thrilled to announce that our ITIL®4 certification for 16 practices has officially transitioned from PinkVERIFY by Pink Elephant to PeopleCert! Learn more:https://atv.peoplecert.org/tool/assyst/ https://assyst.ifs.com/resources/news-events/ifs-assyst-achieved-peoplecert-accreditation-for-16-itil-4-practices Why the change?Enhanced credibility: Partnering with PeopleCert, a globally recognized leader in ITIL certification, enhances our credibility and aligns us with the latest industry standards. PeopleCert is renowned for its professional certifications, including ITIL and PRINCE2. Their acquisition of AXELOS in 2021 further solidified their leadership in IT and project management certifications.Broader recognition: PeopleCert’s certifications are widely acknowledged and respected, helping us better meet the expectations of our clients and prospects.Benefits for our customers:Improved service quality: Our processes and practices will now align with the latest ITIL standards, ens

410

2 months ago

greymooseSidekick (Customer)

asked in assyst General

Formatting time variables in Substitution Keywords

Has anyone had to used time variables in substitution keywords?I’ve got a form with a date field DATETIME and am using two substitution keywords to present the date and time on an action template. Date works fine but I’m having trouble formatting the time as either 24 hour clock or with an AM/PM label.$date.format('hh:mm',$new.event.W("DATETIME")) is presenting the time correctly, in the format 11:00. In the context of the related action template I really need to specify 23:00 or 11:00 PM.Does anyone have any ideas?

312

2 months ago

CHRISTALMSidekick (Customer)

asked in assyst General

EVENT_DESC

Is there a way to pull Event Info into an auto generated email when you submit a ticket in assystNET and assystWEB?Currently, our “Thank you” email provides the ticket number etc. and then the Event Description (EVENT_DESC). The issue with that is that it shows ALL questions in the form even if they were hidden and/or not filled out. The data we want to show in the email are ONLY the questions that were answered (what shows in assystNET once submitted)We just want to hide any unanswered questions in the notification email. Currently, it shows like this:[[INCIDENT DESCRIPTION\DESCRIPTION DE L'INCIDENT]]No description entered. See Additional Information.<==# ADDITIONAL INFORMATION (DO NOT EDIT) #=** CSDN issueCSDN Client Specific Issue (Disability Benefits)** Are you, the requestor part of COD?[empty]** CSDN ID (9-12 digits required)123456879** Client Nametesting** Created on (i.e. YYYY-MM-DD @ HH:MM)[empty]** Create by[empty]** Type (name of document)[empty]** Does the SHRST Evidenc

421

2 months ago

odairtnsDo Gooder (Employee)

asked in assyst General

Manage Agile Projects on Assyst

Hi all! I have a demand to manage Agile Projects (scrum) on Assyst.The project funcitonalities on Assyst are very basic, so I would like to know if someone has done anything related to it.The main points are to track the sprints, user sotries, team capacity and backlog. Idealy, using Kankan cards. Thanks,Odair

694

2 months ago

im_j_shSidekick (Customer)

asked in assyst General

Accessing attachments in Tasks

Hi,is there way to share attachments within a Process (or even linked issues) , e.g. files attached in R-Tickets are visible and accessible (eMail-Action) in subsequent T-Tickets? If not, this would be a valuable enhancement.Take care,Mathias

452

2 months ago

NicoDGDo Gooder (Customer)

posted in assyst General

Possibility to reference fields of an item form in the lookup filter of a change form

Hello,it would be great if it is possible to reference fields of an item form in the lookup filter of a change form.So like i can say that a lookup field in the change form for items can be filtered by a custom field on items.

631

2 months ago

irfan.khanDo Gooder (Customer)

asked in assyst General

Problem Ticket Management

Hi, I am new at Assyst and would like to know how i can link user incident tickets to a problem ticket. I dont seem to find any information regarding this on the wiki .

513

2 months ago

loolaSidekick (Customer)

asked in assyst General

SR stuck open

We’ve got some Service Request S records stuck open. The Tasks are complete but it looks like the complete stage was missing when they were created. There is no resolution open available on the S record in order to resolve them manually either. Any ideas on what we could do? Cancelling would send a confusing email to the user which we are keen to avoid.

10110

2 months ago

raza-mqDo Gooder (Customer)

asked in assyst General

SVD Selection based on Custom field in Forms

can we add a custom field like service department in forms in assystnet and write expression in Service Department while editing the Service, to assign the requests to that specific department which was selected in Form while creating requests

1523

2 months ago

Page 1 / 15

Badges

Sign up

Login to the community

Scanning file for viruses.

This file cannot be downloaded