assyst General

346 Topics

mancelticDo Gooder (Customer)

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.

913

1 day 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.

522

2 days ago

Don404Do Gooder (Customer)

asked in assyst General

EXO and licensing

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?

400

7 days 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.

150

8 days 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(

371

10 days 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

600

10 days 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!

240

13 days 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.

243

15 days 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?

201

27 days 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

462

1 month 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

340

1 month 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?

292

1 month 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

381

1 month 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

634

1 month 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

382

1 month 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.

531

1 month 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 .

443

1 month 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

1 month 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

1363

1 month ago

DuncanKDo Gooder (Customer)

asked in assyst General

??null?? error when logging in to assystNET - 11.8.2

Hello.We have installed assyst 11.8.2 in a non-production environment for testing, and are having an issue with the assystNET page not loading. We have two sets of web servers which authenticate differently, and all applications (assystnet, assystnetmob) on both sectors is having the issue. assystWeb login works fine. When a client attempts to access assystNET, the following error occurs in the server.log: 2024-08-21 09:11:17,455 ERROR [com.axiossystems.assyst.dao.security.CSGFilter] (default task-2) CheckDtos : unable to set property => csg Here is a screenshot of the error: We have tried numerous different authentication methods (LDAP, Azure SAML), and the same issue occurs.I have opened an incident with assyst support, but they have yet to be able to prvovide any advise. Has anyone else seen this with 11.8.2? Thanks, Duncan

1106

1 month ago

mariejDo Gooder (Partner)

asked in assyst General

Process Designer parallel tasks assyst 11.7

I have a Service Request for Personnel Changes. there is a drop down question which asks them if they are ADDING, REMOVING, or CHANGING. the workflow and tasks are completely different based on this ONE question. There isn’t an Approval I just need to follow 3 paths and have multiple parallel tasks based on the path. Removal of a spouse has multiple places that need to be updated and it has to go to different service departments concurrently to do the updates. If there is a name change again totally different task and different service departments. How to I make this happen? Any direction or hints would be greatly appreciated!here’s a sample picture for those that are visual:Sample of how i want the process to flow.

1416

1 month ago

Sc3Sidekick (Customer)

asked in assyst General

How to add "Guidance" (Suggested Actions) to a Task in a process

I started to play more with Expressions in the various tasks created in a process.That is very cool ! 😎However, I was wondering how can I insert some “guidance” information into the triggered tasks ? Or maybe there is a way to copy the parent’s “suggested actions” content in the description ?What would be the best method to use in this context ?thanks in advance !p.s. in assyst v11.5.3

271

1 month ago

schumacher777Do Gooder (Customer)

asked in assyst General

Copying IPaaS Databases - cannot get into AssystETM

We are in the process of copying the production database (11.4) and putting into our Development environment (11.8) - after going through the Database update to get the schema up-to-date, we go through the commands. After doing the commands, shutdown the Karaf command window, starting up IPaaS, we cannot get into AssystETM.Has anyone else had this issue?

242

1 month ago

R-CHRISSidekick (Customer)

asked in assyst General

Pulling info from CI into custom Caption field on assystNet logging form

I have logged an idea for this, but am wondering whether anyone may have a better idea of achieving this?We have a custom logging form that has a custom item lookup, and what I would like to be able to do is provide the user with a short summary of what that item is/does. It doesn’t look like the we are able to amend the column profile that appears in the item lookup so it includes a remarks field from the CMDB, so the only way currently to achieve this is to create a caption field and manually enter the text - but for 100’s of items, this is not feasible. Ideally, what I would like to happen is when an item is selected, the next custom is a caption that is configured dynamically pull through the information stored in the remarks field of that item in the CMDB - only needing 1 caption field instead of 100’s. This currently isn’t possible, and logged an idea for this 5 months ago, still with no solution.Is anyone able to advise if there is a better way to achieve this? Any help is appre

1193

1 month ago

schumacher777Do Gooder (Customer)

asked in assyst General

REST call for Events for a specific CSG

I’m trying to narrow down an issue that I was have happening for a certain type of ItemAId - to do this, I was trying to use csgId - but using this query:https://<server>:<port>/assystREST/v2/events?csgId=145Results with this:Invalid Lookup Parameter: csgId So I guess my question is to how to find the valid lookup parameters?

251

1 month ago

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