assyst General

Hi, We have a form which has the following fields: The “Update Manager” is a search field which is using the lookup “CONTACT USER”:  We have users across multiple businesses and it appears the “Update Manager” field is filtering out the users based on the user filling out the form so the user filling out the form only sees users who are part of their business - this works the way we need it to work but I’m not sure how this has been configured as the lookup “CONTACT USER” does not exist in Custom Lookups.We want to create another version of “CONTACT USER” but for the “Update Office” and “Update Department” fields so it would only show offices and departments of the user filling out the form. If possible, we would like to create this based on a users CSG so if a user is part of a particular CSG then they would only see offices and departments that are part of their business.Any help would be greatly appreciated.Kind regards,Danyal Ahmed

One of our service have been asking about case management systems that can (at a designated point in the process) send a service user or a third party a PDF document. Such as a legal or contact doc.  Has anyone ever tried to get assyst to populate a PDF template? Is is even possible?

When we attempt to create a new RFC event via the “Save as New” feature, we are seeing that the Scheduled Start and End dates are cleared before the final save step.  Is this the normal expected behavior for this feature?  All other fields retain any changes to the form, including the Required Date field.Thanks!Jeremy Perkins 

We have requirement to fetch all Open Events for a particular Assigned User.We have created an ETM channel but it is always giving empty list.

Assyst ETM v 1.5Can you please advise if it possible to have a datamapper that searches for a value from a table in the database based on a value in a .csv file, and then reference that later in the data mapper?For example, we have a .csv file that is used to update Items within assyst, and that csv lists the Item shortcode.What I would like to do is identify what the product of that Item is, and then further down the datamapper reference that Product when searching to update the product version from that specific product?I need to do this, as there are a couple products that have the same Product Version in the cmdb, so when this datamapper runs it doesn’t know which product version to apply – so I need to configure the data mapper to target the correct product.

I would like a way to set fields to be hidden (in a similar way that Visibility Expressions can be used to show fields). 

Hi Team, Could you please let me know how can I get Custom Lookup values in  French from database. I couldn’t find an table for French names of lookup values. Thanks & Regards,Manish Verma

Hello,I’m working on styling of AssystNet Mobile Interface and I’m encountering the below issue. I would really appreciate a solution for this. Whenever am clicking on ‘My Approvals’ under ‘Monitors’ , it is showing an error - ‘User Content Parameter is not applicable to Contact Users’  Instead it should take it to a other page that shows the Approvals of the user. This is working correct on Desktop interface but showing error on mobile interface. Don’t know if this is something to do with privileges.  Please, help solve the problem.Thank you in advance.

Greetings, I’m working on a ETM Channel trying to take a list of events that are sitting at Pending Close and move them to Close. I’m getting this error:I’ve checked the Action Type (Close*), don’t see anything that would be needed changed.  I checked the user that is “tagged” for this Action, it has two privilege groups.  Checking the privilege groups, both have the “Take Closure Action on Pending Closed Events (Events assigned to)”, which is set to Any. Anyone have ideas of what I’m missing or permissions need to be updated?

Does anyone have an example of adding attachments to an event via the API?  I have the API working to create a new event and return the ID of the event, and I see some notes in the Wiki about how to post an attachment, but that info is very limited on how to actually do it. It only provides the following, with no further details:<attachment>    <name>REST ATTACHMENT</name>    <attachment>iVBORw0KGgoAAAANSUhEUgAAAH0AAAA...</attachment>    <fileName>assyst_logo_ano.png</fileName></attachment>I get what the Name value should be and the filename, but what is the “attachment” value exactly? Is that the path to the file? Is that the file type? Not sure exactly what that is.Thanks in advance.

I’m aware of the basic delegation functionality that Assyst offers, where any Contact user can click on their profile and then setup delegations.I have 2 other questions How to restrict the Contact user from assigning delegations of other CSG Contact Users? How to add a condition to delegation?  

Hi everyone, i wanted to let you know that we have just launched the much awaited technical IFS assyst Administrator training via the Academy.  See the post below:https://community.ifs.com/assyst-enablement-383/ifs-assyst-administrator-course-live-26675

Change the survey form so that it is possible to customize responses by applying Net Promoter Score for example or customized responses in addition to the possibility of expanding the number of responses showing or not according to the customer's choices

Does anyone has a solution to sort Service Offerings in alphabetical order? Doing it manually it very timing consuming and very hard to maintain too.

We are trying various methods to enable agents to handle tickets from their mobile devices and have not had a lot of success. I was wondering if anyone could share what they are using for this purpose.We are having the best luck using the desktop version of assystweb but it requires a lot of pinching and zooming 

Looking to utilize a custom field answer to drive the assignment of a decision task to an SVD not an individual.Does anyone have an example of this scenario they have been successful with?Understand the decision task part of this may be an issue btu thought i’d reach out here while support continues to review.Thanks!if custom field answer a then assign to svd a, if answer b then assign to svd b, etc

When a decision task is taken and Denied this is successfully triggering an email to the affected user based on the Denied sub process and associated Task.  Approved decisions are not triggering an email, Approvals don’t generate a sub process they just simple move the process onto the next task. Each task is different depending on the process so I cannot effectively hang an approval email from those. Is there some way to trigger an email based on the ‘Answer’ to a decision?

We are trying to create a smoother user journey for our technical teams, so have put a change windows start and end times in the description of their tasks using the system fields on the event (pictured below).System scheduled fields We are able to output the dates successfully using…"You have been assigned a peer review task for '" + $new.parentEvent.formattedReference + " - " + $new.parentEvent.shortDescription + "' by " + $new.parentEvent.affectedUser.name + ".<br><br><table><tr><td>Start:</td><td>" + $new.parentEvent.scheduledStartDate + "</td></tr><tr><td>End:</td><td>" + $new.parentEvent.scheduledEndDate + "</td></tr><tr><td>Technical Team:</td><td>" + $new.parentEvent.technicalServDept.name + "</td></tr><tr><td>Down time?</td><td>" + $new.parentEvent.downFlag + "</td></tr><tr><td>Description:</td><t

Hi, I was wondering if anyone could tell me or point me towards documentation that explains how mirrored service offerings are setup in assyst? By mirrored, I am referring to different individual service offerings that are an exact copy of each other. For instance, changing one copy will automatically update the second copy accordingly. We have some old service offerings setup like this at my organization, but I cannot find any documentation on the subject. We are using assyst 11.2.3. Thanks!

Has anyone else encountered an issue with the links breaking in the SmartMail notifications for Outlook users. For example, if we wanted to respond to a user and send them a link to a Knowledge Article, we would paste a link in the Action Description, which then sends the notification to the user. In the details of the notification, the link is broken in Outlook due to the “#”. Here is the link:https://<address>/assystweb/application.do#knowledge%2FDisplayKnowledge.do?dispatch=displayKnowledge&eventId=&id=484When the user get’s the notification, here is what they see. The link is useless as this ends up taking the user directly to the portal, but not the specific location we wanted (KB article, service offering, etc.)  

Can anyone please give me some guidance. Basically what I am trying to is process an email via assystETM to log a ticket against a specific service offering, this service offering will have custom fields which I want to populate with data from the body of the email.So for example I want to take the string after the text Name: from the email body to populate a single string value custom field in my Service Offering form, the field name shortcode is FULLNAME.In my data mapper in assystETM I have added the below The ticket is successfully logging against the correct custom form and service offering, however when I am trying to populate the custom field whatever I am trying is not working and field remains blank. Has anyone done something similar? If so can you please tell me what I am doing wrong and offer a bit of guidance.

HeyCan someone please help me with understanding the javadocs expressions . In one of my Processes a task is created after a decision. I want to get the description text of the decision which is filled by the user ( makes an answer ) and put it into the following task description with javadocs expressions. I thought this could be right :$new.lastAction.decision.answerRemarks.content Thanks in regards

Looking for help based on user feedback regarding our access workflows.Currently we utilize a workflow with 3 stages:-Stage 1: Two tasks for initial account reservation and ad setup-Stage 2: Additional application setup driven purely by dynamic tasks (potentially up to 23)-Stage 3: Final setup for a dynamic task if the user is a physician/clinician-Stage 4: Empty stage to complete process What we’re wanting to figure out is a way for us to not need all of these tasks in a workflow that is so linear and can potentially drag out the provisioning process given the sheer volume that can occur. AN idea was had to offer users ability to bundle an application access request that doesn’t generate a dynamic task but a single standalone request to the applicaiton owner. This way the overall process isnt impaired and the affected/reporting user can get a clear notification for whatever specific application access has been provisioned.Has anyone done something similar that isn’t a workflow but bun

hi i am hoping someone out in the community can assist with thiswe have recently go assyst in our workplace and we would like to start using work manageri am having issues with setting up the column profiles8 to do according to what i have readthey are located :- administrationsystem parameters   its missing a value i do not know what i should put as a value can anyone help thank you ewan wilson

Trying to get a discontinued item.but when I use GET  "https://????/assystREST/v2/items?shortCode=abcitem” it fails if the item “abcitem” is discontinued but succeed if it is not.