assyst General

We are pleased to announce that assyst 25R2 SU5 has now been released and is available to download from our CDN.The release resolves an identified issue in implementations of assyst where Customer Service Groups (CSGs) are applied, free text searching respects CSG restrictionsThe release notes are available from the IFS Community

A. What is your idea?1) ClassificationChoose ONE: keep the applicable option and delete the rest.Opportunity for improvement2) Brief descriptionWhat happened, what is missing, or what could be better? Focus on the problem or opportunity (not the solution).Write here: it would be really useful if we could set a maximum number of selectable options in custom multi-select lookup fields. B. Context and scope1) Who is affected?Choose ONE or MORE: keep the applicable options and delete the rest.Internal users Customers Partners2) FrequencyChoose ONE: keep the applicable option and delete the rest.FrequentlyC. Value and impact1) What is the business outcome?Choose ONE or MORE: keep the applicable options and delete the rest.Enhances user experience Enables new capability Supports compliance or reduces risk2) Impact scaleChoose ONE: keep the applicable option and delete the rest.5 — Enterprise-wide3) WorkaroundIf there is a workaround, describe it briefly. Otherwise write “No workaround”.Write

Bear with me guys… I’m new at Assyst… :)I’m creating my very first process in Assyst and when I try to create a new stage or decision and click to select an existing action type in the form, it gets none listed:I have permission to do anything in the system… I’ve already checked my PG and it’s all granted to my user. What am I doing wrong? I was unable to find anything related to permissions needed to be done in this process… Any help will be really appreciated. :)Thanks!Elaine Berenguer

Is it somehow possible, for an object where we have defined a prefix and index on the product class, to let this be reassigned for objects even if they already have a ShortCode? We have a few objects that do not yet follow the automatic convention because people have manually assigned ShortCodes. How can we best clean this up, or implement it?

It’s not the first time that I’m facing a very (VERY) strange and completely random problem in Assyst… We’re starting the project and the database is still hosting a small amount of data, but sometimes, I create a record and Assyst simply doesn’t show it right away… The last time it happened, I was able to see the record (that was an item) only the next day, when I started to work again… :P At that moment, I thought that was something to do with permissions, but it wasn’t.Now, it happened again… I’ve just created a new Generic Class, a Product Class and a Product… The first two ones showed just fine, but the Product is not listed… Look:    I’ve restarted assyst server service, but the record’s still not showing… I’ve searched for an indication of a problem in the database but it’s working just fine…  Please help me! I cannot have this problem, a really big in my point of view, so early in the project… What if it keeps happening when we’re live and unable to find the data we need to sup

I would like to suggest a simple yet impactful improvement to the data export functionality: replace the outdated .xls format with the current .xlsx format.Why this change matters:Enhanced Compatibility – .xlsx is the default format in recent versions of Microsoft Excel and other spreadsheet applications, ensuring seamless opening and editing for all users. Larger File Support – .xlsx handles files larger than 2 GB and supports up to 1,048,576 rows, far beyond the .xls limitation of 65,536 rows. Improved Security – .xlsx uses XML‑based packaging, offering better protection against corruption and easier data validation. Even though Assyst does not create corrupted files, they are saved and continued to be used and edited in the same format. Consequently, the .xls files remain in use for a significantly longer period than just during export. Better Performance – The newer format is more compact and loads faster, which reduces processing time for both the system and end‑users. Future‑Proo

I’m attempting to configure a Decision Task Notification email to include links to each potential Answer of a Decision Task so that the Decision Task can be answered from the email.I’m using Assyst 25R1 SU1.  I have the Substitution Keyword LINK_EMAIL_DECISION_ANSWERS with the following expression.  The expression was included with the Foundation Build.<ul>#foreach($possibleAnswer in $new.event.decisionAnswers)<p><a href="mailto:mbr@anycorp.com?subject=%23$new.event.formattedReference  Response: <$possibleAnswer.answer>">$possibleAnswer.answer</a></p>#end</ul>The mailto: has been updated to use the mailbox that is being monitored by ETM.When I include the LINK_EMAIL_DECISION_ANSWERS Substitution Keyword in my Notification Email Template the email doesn’t get sent.  However, if I remove this Substitution Keyword the email will send successfully.Does anyone see an issue with the above expression or are you able to provide an alternative expre

In the Process Designer, is it possible to check for empty or blank string/multi-string fields as part of the dynamic task expression?  I know you can with a Boolean field, but we need to have a task generated if a string field has a value.Thanks

I like the Rank option to be able to order the items in a multi-select lookup how we want, vs. by Shortcode, but when you do that, you have this Rank column showing up. Per support, there is no way to remove this column, no CSS/style we can apply to hide it either. This is the same issue we had/still have with the Shortcode showing in the lookups and the Shortcode field being an option for searches. End users shouldn’t know what the shortcodes of an Item/Category, etc. are, they should only be aware of the name. These column headers and fields on the lookups need to be optional and we should be able to hide them. They just cause confusion to end users.  

Is it possible to reorder or filter the user list on the right-hand side of Work Manager?When a service department has more members than can be shown on one screen, the user icons on the right seem to follow a fixed order, alphabetical by name or shortcode (not sure which). In practice, this means that the users who are most relevant for assigning events are not always visible without scrolling.In our case, many users have secondary membership in a service department so they can access the Work Managers of colleagues or related teams, for example during leave or planned absence. These users are not usually the main people events should be assigned to, but they still take up space in the visible user list.This creates a workflow challenge for dispatchers. The drag-and-drop function for assigning events works well when the relevant users are visible, but becomes less practical when the visible list is dominated by secondary members. It also makes it harder to get a quick overview of work

We’re in the process of replacing all our Support forms with Service Catalogue ones.  Once they’re done we’ll be hiding the Support option so that only the Services one will be available.As part of the change, though, we’re going to be renaming ‘Services’ to be ‘Service Desk’.  I know how to do that from within Labels.  However, we’d like to change the logo from the bell to the headset one that is currently used by the Support menu option.Is that possible to do and, if so, how?Thank you

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Hi all,I’m hoping to learn what other administrators are doing when an Assyst outage is necessary. From my understanding, we don’t really have a way of publishing a banner during maintenance because the database is often impacted, rendering Assyst useless, or Assyst itself is down. As a result, I feel like a banner on the self-service portal during an outage is not possible.Despite this, it’d be nice to warn users of the upcoming outage from within the self-service portal. Has anyone found a good way to do this outside of the Announcements feature? Unfortunately the Announcements are often too “hidden” for our users and they ignore the notification icon.Right now our process is to send an email to all users in the organization to warn them of the outage, but realistically we’d like to publish something on the self-service portal as well. Bonus points if this message can be shown while Assyst is undergoing the maintenance :).Thanks!

Email content contained in $EVENT_DESC in html format has no formatting and is all jumbled together.  Wondering where I can find this variable and when I do, how do I format it to show that is readable.  html format looks like this:No description entered. See Additional Information. <==# ADDITIONAL INFORMATION (DO NOT EDIT) #= ** Area Office Corner Brook, NL ** Your position: Veteran Service Agent (VSA) ** Please indicate your position title [empty] ** File or Notebook number(only if required): test ** File or Notebook number (only if required): [empty] ** Have you attempted to answer this inquiry using all available resources? (VSTM, STEO, VS Toolbox, other internal resource person, etc.) No ** Urgent? No ** Are you requesting an Urgent Mental Health Consultation? [empty] ** Please provide rationale for urgent request: [empty] ** Comments testing html email template #==>  Bonus if you can tell me how to only show what is selected or answered.  Text format shows this (below) and

We recently upgraded from 11.5 to 11.8.4.  We are experiencing a weird issue.  When viewing in the queue, the task description shows but the parent log information (description) no longer shows, and it used to.  This is for new and older tickets, we cannot see it. If we open the parent ticket, we can see the information but not in this view for some reason.Here’s what it looks like when you open the parent  We were told by IFS that “You need to change description replace “ Additional information with” additional information”(replace uppercase A with lowercase a) and save it”We don’t know where to change this or find where the issue is.  They said its a known issue P1640.Does anyone have a work around for this or can tell us where to find this location to try this change?

HiI want to configure Assyst 25R1 to have closure drop downs list at the end of the ticket life, these would be the Symptom, Root Cause, and the Action taken by the person who resolved itHas anyone ever setup Assyst like this? Product Code, Product Area at the point of creation, then Symptom experienced, Action take to resolve the issue, and finally Root Cause reason all added at the point of ticket closure.  I wont to move away from the single Category codes   

On AssystME 11.8.1 (On Prem) - we are getting this error for a certain privilege group that my user belongs to.  I’m sure this is something within the Privilege group, but unsure of what is needed. 

We are pleased to announce that assyst 25R2 SU4 has now been released and is available to download from our CDN.The release continues to address identified problems.The release notes are available from the IFS Community

Hello Community,Automatic Assignment When Logging Events via assystWEB)When an Assyst user logs an event via assystWEB, the resulting ticket has both the Assigned Service Department and Assigned User fields left blank. The default available action is “Reassign Event.”We would like to understand whether this behaviour can be configured so that, when an event is logged via assystWEB, the Assigned Service Department and Assigned User are automatically populated with the service department and user account that is currently logged into assystWEB. Reassignment would then be performed only where required as a secondary action.The expected exception to this behaviour is where an End User logs a ticket via assystNET (self‑service portal). In that scenario, we would expect the existing service catalogue–driven default assignment logic to remain unchanged, allowing Service Desk staff to triage and reassign tickets as part of normal self‑service handling.Additional context:This behaviour may be r

Hello Community,We’re looking to better understand what accessibility or quality‑of‑life features are available within assystWEB or assystNET, particularly around supporting colleagues who experience accessibility challenges.We’ve received feedback relating to usability and ease of interaction, and would like to know what options currently exist, for example:UI customisation (layout, font size, contrast, etc.) Accessibility or usability toggles Compatibility with assistive technologies (e.g. screen readers, keyboard navigation) Any known configuration settings or recommended practices that improve accessibilityWe’re currently running assyst version 11.8.4.We’d be really interested to hear from the community:What accessibility features you’re using today in assystWEB or assystNET Whether any improvements were achieved through configuration, user preferences, or upgrades Any limitations you’ve encountered, or workarounds that have helped support usersKeen to learn from others’ experience

Hello everyone,RE: Automatic Assignment When Logging Events via assystWEB (IFSCloud, assyst Version 11.8.4)When an Assyst user logs an event via assystWEB, the resulting ticket has both the Assigned Service Department and Assigned User fields left blank. The default available action is “Reassign Event.”We would like to understand whether this behaviour can be configured so that, when an event is logged via assystWEB, the Assigned Service Department and Assigned User are automatically populated with the service department and user account that is currently logged into assystWEB. Reassignment would then be performed only where required as a secondary action.The expected exception to this behaviour is where an End User logs a ticket via assystNET (self‑service portal). In that scenario, we would expect the existing service catalogue–driven default assignment logic to remain unchanged, allowing Service Desk staff to triage and reassign tickets as part of normal self‑service handling. Addit

Is it possible to show the name and/or shortCode (name) of Items in the Product Tree Data Explorer in assystWeb? Currently, it seems that only the shortCode is displayed at the Item level in the hierarchy, while the parent levels show only the name.To illustrate There does not seem to be much detail about this in the wiki, and I haven’t been able to find any system parameter or user preference that can be toggled to change this behaviour. Does anyone have additional information on this?For reference: https://wiki.axiossystems.com/assyst24R2Wiki/index.php/Data_ExplorersIs this something that is currently possible, or would it need to be raised as an idea? We are using assyst 24R2.

Hi all,We are currently using the standard searchable entities in assystNET when searching for the Affected User (e.g., Name, Department, Section, Building, etc.).We would like to check if it is possible to extend or customize these searchable entities specifically for the Affected User lookup.In particular:Can we add additional searchable fields/entities to this search dialog? Is it possible to include custom fields in the Affected User search? Are there any configuration options or best practices to enhance this search capability?Our goal is to improve the search experience and make it more flexible based on business needs.Any guidance or documentation would be highly appreciated.Thanks in advance. 

Can I use a network drive as the source configuration directory for an ETM import rather than a local folder?  I keep getting an error so I was hoping there was a workaround or config setting to allow this.  I need a 3rd party to drop a file in a network folder so ETM can kick off it’s usually processing of an import file.  Is there any other simple solution for this?Thanks!T  

We are pleased to announce that assyst Web 25R2 SU2 has now been released and is available to download from our CDN.  The release continues to address identified problems.The release notes are available from the CDN.