assyst General | IFS Community

assyst General

General questions regarding IFS assyst.

  • 15 Topics
  • 25 Replies

15 Topics

O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

Wrong SLA resolution time after updating holiday plan

Hello,I’ve noticed that when a holiday is removed from a holiday plan, extra SLA time is added to events which were open before the date of the just removed holiday. For example, let’s suppose event X was logged on april 30th (2022-04-30) and there’s a holiday on may, 1st (2022-05-01).  On may 3rd (2022-05-03) the holiday plan of the event’s SLA gets updated and may,1st is removed from the holiday plan.On may 4th (2022-05-04) event X is resolved and closed and its resolution time will take into account may 1st working hours, despite its clock effectively being stopped as of may 1st. I know this example is somewhat extreme, but we noticed that effect on long standing tickets, which take more time to be resolved. I guess that’s because the resolution time is calculated when the event is resolved, taking into account only the current holiday plan. Holidays which were in place when the event was open, but were removed from the holiday plan before its closure will have the corresponding tim

2
O
Do Gooder (Customer)
9 hours ago
K
Do Gooder (Customer)
KevinMDo Gooder (Customer)
asked in assyst General

Event Monitor Query

Hi All,  We are trying to create an event search that will indicate tickets which are currently on hold. Has anyone had any luck creating an event search that can show tickets currently on hold?   

1
A
Do Gooder (Employee)
13 hours ago
A
Do Gooder (Customer)
AlbertoDo Gooder (Customer)
asked in assyst General

knowledge procedure in assystnet while logging incident

we'd like that a knowledge procedure is shown in assystnet while an incident is being logged. In the wiki we read that it is possible but we didn't find how to configure it. Can you help to find the related wiki page or give us some instructions?

0
A
Do Gooder (Customer)
1 day ago
K
Do Gooder (Customer)
KHowDo Gooder (Customer)
asked in assyst General

Query about markdown

Hi,Sorry if this is in the wrong place, I’m new!I am trying to create a Knowledge article in Knowledge Procedure and I want to link to places further in a text like a dynamic table of contents. It looks like I can do that because I can change the ‘Link Type’ to be ‘Link to an anchor in the text’. Nice, except, I can’t work out how to make something be an anchor in the text to link to. There’s nothing listed and I can’t find an option which is ‘I’m an anchor now’.I’m not sure what version of assyst we’re running though I could probably find out if necessary. Below is a screenshot of the markdown editor available to me.Anyone have any ideas?

1
T
Do Gooder (Employee)
2 days ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

assigning decisions and tasks based on a previous process' task

Hello, We manage our Problems using a specific template process. This process start with a decision to validate whether or not the problem exists. If the problem exists, then a new task of the “Investigate issue” category is created. After its resolution then a new decision task is created to define if the problem will be accepted as is or if an RFC should be logged to remmediate the issue. I’d like to know if it’s possible to use task expressions to define the assigned service department for following decisions ans tasks based on the service department who lastly resolved the issue investigation task. As far as I’m concerned, EventDTO has only methods related to lastAction and lastActioningServDept. However, I need details about the resolution of the first task of a specific category. I wonder if there’s a way to use only task expressions or if I should use something like Action Processor to update problem’s additional fields and them reference those custom fields in the following Ser

3
S
Do Gooder (Employee)
2 days ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

Recommended approach for automatically notifying aditional contact users for certain event types

Hello! We’re using assyst in our Problem Management process and the process owner asked us to make assyst notify him whenever new problems are logged, besides the affected user, which typically is someone else in the IT staff.Initially I had the idea of customizing the Lua script which is invoked for all assign actions and add that custom logic there. However, that felt very hacky-ish and not easily maintainable.After that, I tried to customize the Problem form and add one aditional user by default (the aforementioned process owner), but this does not seem to be possible with customizer. Any recommendations besides modifying the Lua script?

2
O
Do Gooder (Customer)
2 days ago
R
Do Gooder (Customer)
RyanL22Do Gooder (Customer)
asked in assyst General

assyst images on 11.4 / 11.5

Just upgraded from 11.3 to 11.4 (and now to 11.5), and it looks like the built in images are not working in the portal. It looks like all images are still loading from the assystimages folder on the server, which we are trying to move away from. Have tried many things, including what looks to be a related KB article, but I have not had any luck. Anyone have any suggestions?

1
L
Do Gooder (Employee)
9 days ago
N
Do Gooder (Customer)
nwestDo Gooder (Customer)
asked in assyst General

Event Monitor Query

When someone clicks on Menu > Search > Event Monitor > Event Search, is there an admin change that can be made so that users can get directly to the Event Search query instead of having to click on the Query button?

3
N
Do Gooder (Customer)
14 days ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

Configuring assign action type as email action for self service

Hello. I’d like to replace smart mail with email action for managing email templates and so on. I noticed that it works fine for actions starting from assyst Portal. However, I could not replicate such behavior for events logged from self service portal by end users. My guess is that when contact users are logging events, they do not select an email template. Nonetheless, if there’s something like a system parameter for such use case, I guess we’d be able to substitute Smart Mail with Email Actions.Am I right or is there something else I should know?

2
O
Do Gooder (Customer)
16 days ago
M
Do Gooder (Customer)
moconnor1Do Gooder (Customer)
asked in assyst General

11.5 Release Notes

Where will the release notes be available as it was noted the previous wiki for IFS Assyst will no longer be hosting them?

4
M
Do Gooder (Employee)
20 days ago
dlong
Do Gooder (Customer)
dlongDo Gooder (Customer)
asked in assyst General

Missing address headings

Good day, We upgraded recently and the address headings are gone from Section, Section-Department and possibly other places. This can be confusing when the form is blank and will be especially so for new staff, as we enter the street address on the second line and the Postal Code is in the position we would normally associate with the province, which will likely lead to data entry errors over time. assyst v11.4.1assyst v10 SP7.5How might we get these back? Support was contacted and we were informed this was intentional because it matched the image in the wiki for the Item form… Have a great day,...Donovan

1
LukaszK
Do Gooder (Employee)
21 days ago
G
Do Gooder (Employee)
Gary.CampbellDo Gooder (Employee)
asked in assyst General

Default Labels

Does anyone know if the Labels dropdown in assystWeb are defaulted to multiple translations or is this shipped with 11.5?

1
K
Do Gooder (Employee)
21 days ago
J
Do Gooder (Customer)
jadvDo Gooder (Customer)
asked in assyst General

Is there a way to remove columns from Item Lookup field in self-service portal (assyst 11.4)

I’m wondering if there is a way to hide the “Shortcode” and “CSG” fields in the search box that pops up when doing an Item lookup. This is on a form in assyst that is accessed by end users through the self-service portal (currently running version 11.4.2). All I would like our end users to see is the Name field.    

2
J
Do Gooder (Customer)
27 days ago
D
Do Gooder (Employee)
Dimitri HusmannDo Gooder (Employee)
asked in assyst General

Action Description field greyed out after upgrading to assyst 11.5

you might run into an issue where the action description field is greyed out after upgrading assyst. This issue can be easily solved by clearing the browser cache. When you encounter this issue please follow the following instructions:Try to clear the Brower Cache by pressing <Ctrl> + <F5>If this does not work try deleting you complete browser cache. 

0
D
Do Gooder (Employee)
1 month ago
SGrant89
Do Gooder (Employee)
SGrant89Do Gooder (Employee)
asked in assyst General

Getting the selected decision answer of a decision task using assystREST

Is there any possibility to get the selected Decision Answer of a Decision Task using assystREST? From playing around with the API, I can get the Attached Decision Answers on the Decision Task event, but I can't find any easy way to see which one was selected. I also had a look at the Actions schema which includes a Decision field, but it seems like this is only used when taking a Decision action via REST, and doesn't return a value after the fact.

2
SGrant89
Do Gooder (Employee)
1 month ago

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