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

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

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.  

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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 #==>  

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 th

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 l

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,

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

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 usi

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.

Good afternoon,Does anyone, please, have a more up-to-date roadmap for IFS assyst and ITOM than the one available at the following link:https://community.ifs.com/product-strategy-and-roadmap-124/master-article-what-is-the-update-release-schedule-and-release-details-9818?tid=9818&fid=124#IFS+assyst%C2%A0I searched the community but could not find any.

What tools and tech are people using the detect and popular their CMDB system with? We have the Assyst 25R1 versionThanks

Hi Team,we are working on mapping ITOM assets (servers, VMs, databases, storage) to business/application services in assyst CMDB, for example, linking all mail related components under an E-mail Service.Could you share guidance on the best approach, required fields in the Service Catalog, and recommended practices for building these relationships effectively?Currently, we have support for ITOM, and we would like someone to assist us with the CMDB part. Thanks in advance.

Hello,We are currently running IFS assyst 25R1 SU2 (On-Premise) and the web access is working perfectly.Environment details: On-Prem deployment Authentication method: SAML Mobile device is domain-joined Access via mobile browser (Safari/Chrome on iPhone/iPad) → Working fine Access via desktop browser → Working fine However, when using any of the available IFS apps from the Apple App Store, none of them are working. I tested all available IFS applications and none were able to connect successfully.Important note:From the same mobile device, I can access the assyst URL via browser without any issue (including SAML authentication). So connectivity, certificate, and authentication appear to be working correctly at browser level.Questions: Are the IFS mobile apps supported for 25R1 SU2 On-Prem environmen

I can now confirm that assyst Copilot v2.1 has now been released.  This is available to customers to download from the CDN.  IFS assyst Copilot has been re-implemented using the Azure Agents SDK orchestration model, Microsoft’s recommended replacement that provides enhanced capabilities for agent orchestration, extensibility, and integration with generative AI modelsThe release notes are available from the IFS Community.

We are pleased to announce that assyst Web 25R2 SU1 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.