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assyst General

General questions regarding IFS assyst.

  • 421 Topics
  • 948 Replies
421 Topics
ckmyers
Sidekick (Customer)
ckmyersSidekick (Customer)
asked in assyst General
Column Header for open tasks in a Parent Log

Hello,I’m trying to find out how to see if a parent log has any open tasks.When our action processor server freezes and needs to be restarted there are sometimes logs left behind that did not close properly. I’m trying to find a way to identify these logs so we can close them. I thought if there was a column I could use, I tried Next Action, but if the task was re-opened it would still appear as the process was completed and I don’t want to close those.

525
ckmyers
Sidekick (Customer)
L
Sidekick (Customer)
loolaSidekick (Customer)
asked in assyst General
Promotion utility for Forms/Workflows/Shared Fields

Is anyone successfully using the promotion utility for Forms/Workflows/Shared Fields? I was very enthusiastic about the concept but I’m finding the reality somewhat more disappointing

501
S
Hero (Customer)
G
Sidekick (Customer)
greymooseSidekick (Customer)
asked in assyst General
FAQs on IFS asssyt Self Service App

We are just starting to test the IFS assyst Self Service App (version 1.5.0.51).I’ve been advised by the IFS Service Desk that FAQ categories are not visible in the app. That being the case I am wondering why FAQs is a menu item on the map.You can’t see anything to select on the FAQ page and the search button takes you back to the home page.Is anyone else using the app who can explain what the FAQ page is used for? Have we missed some configuration steps? 

1297
G
Sidekick (Customer)
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
After Action Reviews within assyst

Is anyone using a After Action Review (AAR) template/service offering within assyst? If so, I would love to speak to someone about how they have implemented this part of their major incident management process/problem management process. 

681
C
Hero (Employee)
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Knowledge within InfoZone

Hi, has anyone set up the external knowledge within the info zone? If so, can you provide more information on how it is used within your organization?  

1021
C
Hero (Employee)
CHRISTALM
Sidekick (Customer)
CHRISTALMSidekick (Customer)
asked in assyst General
Progress Self-service Portal

Hello,Does anyone know how far back the “Open in my Name” and the other choices go?  Does it hold a certain amount of days?  Is there a way or place to change that or search for that information?  I checked the wiki and also the System Parameters but couldn’t locate the time frame of held information.I have a colleague requesting this information as they will be doing a presentation and wants to tell clients how far back users can see the progress.Thanks in advance

853
C
Hero (Employee)
A
Sidekick (Customer)
asutliffSidekick (Customer)
asked in assyst General
Allow contact users to log tickets on behalf of others

Hi all, We have a requirement to allow some users to log tickets on behalf of others however, this is something we would only like to offer to a certain group of customers.For some background, we support Libraries and also a Fire Service which contains many fire stations. We have worked a solution but it seems quite ‘clunky’ and the work required to perform this work around is substantial.The final goal is to allow manager to be able to log tickets for multiple sites.Current Solution:Created a new Licence Role and added relevant users and assigned rights to log on behalf of another user. Modified the affected user lookup expression to only show other contact users that share the same section as the reporting user (This doesn’t work very well as not all the users have the same section as others) This will also need to be replicated on hundreds of offerings.Is there any known adequate work around to achieve this? I’d be keen to know if there’s anybody else supporting sites and how they d

1523
M
Hero (Employee)
K
Do Gooder (Customer)
kenpatelDo Gooder (Customer)
asked in assyst General
SaaS Assyst Change, Incident, Problem Management Design Templates

Hello all,Does anyone have predefined templates to share to grab Incident, Change, Problem management requests that were Open, Closed, Pending Status in a dashboard format?  Or what I can do to create real-time dashboard for Incident, Change, and Problem?

811
C
Hero (Employee)
CHRISTALM
Sidekick (Customer)
CHRISTALMSidekick (Customer)
asked in assyst General
Item auto-populating and shouldn't be

 I have a lookup filter expression in one of my forms --  “from item as Item where Item.product.productClass.shortCode in ('name of SVD', 'area')” We recently upgraded to 11.5 and in this version, the Program/Area (renamed Item to Program/Area) is auto-populating and it shouldn’t be.  I would like to have it show blank on the assystNET form as well as in assystWEB.   This didn’t occur in our previous version 11.1 Is there a way to do that in this version?  I’m not sure why the upgrade changed it. Thank you in advance 

683
CHRISTALM
Sidekick (Customer)
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General
Display Item ID on Item Form

In our efforts to keep assyst in sync with other systems, some have already been using the Item_ID for this, and they’ve found it by looking at the end of the URL of the current Item page. We are wondering if it possible to display the current item’s item_id directly on the Item form using Customizer to make this a bit more user friendly. Thanks,...Donovan

711
C
Hero (Employee)
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General
Delegation in Assyst

I’m aware of the basic delegation functionality that Assyst offers, where any Contact user can click on their profile and then setup time bound delegates as needed.However, I have several other questions.(1). Is it possible to setup a delegate for someone else?I ask because, we run into this frequently where a person who is an approver on some process like change mgt for example, is out of the office but never setup a delegate. This really delays the process and causes a lot of extra work trying to figure out who can approve in their absence etc.It would be very helpful if a system admin or some other role would have the ability to do that.(2). Is there a way to see all the delegates setup in the system?Is it possible to do this with an event monitor?  or some type of report?Thanks in advance. 

711
C
Hero (Employee)
A
Sidekick (Customer)
Alex IvkovicSidekick (Customer)
asked in assyst General
Text Message Notification

Has anyone come up with a solution for texting technicians to let them know they have been assigned a new ticket? 

1283
M
Do Gooder (Employee)
J
Do Gooder (Partner)
jdelormeDo Gooder (Partner)
asked in assyst General
assyst 10 SP6 Kerberos aes256

Hi,Does assyst 10 SP6 FP3 supports Kerberos enctypes aes256-cts-hmac-sha1-96?If so, is the fix to add “aes256-cts-hmac-sha1-96” as the first entry to all 3 lines (default_tkt_enctypes/default_tgs_enctypes/permitted_enctypes) to the krb5.conf file?Or, should the entries only be “aes256”?Getting error “Encryption type AES256 CTS mode with HMAC SHA1-96 is not supported/enabled”.IFS assyst Web Server running on OS WinSrv 2008 R2 with Java JDK 1.7.0_80.Jean

1001
C
Hero (Employee)
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General
Mobile app critical incident alerts/notifications

Has anyone come up with good ways to enable alerts/notifications using the IFS Assyst Mobile App?We have support personal who want to be alerted especially during off hours whenever a high priority incident or outage occurs. So, we want a push notification not simply that they check email on a regular Candance. 

711
C
Hero (Employee)
D
Do Gooder (Customer)
dmntrnrDo Gooder (Customer)
asked in assyst General
IFS assyst Survey Error

I am trying to set up a survey in IFS assyst using an event query. When I run the query in event monitor, it returns a list of events, with then Affected user field populated.When I add the query to the survey, and click on Issue Request, i receive an error “Event Query returns no users.”Am I missing something? 

751
C
Hero (Employee)
P
Do Gooder (Customer)
philipploewenDo Gooder (Customer)
asked in assyst General
Assyst JVM out of memory / general memory usage after upgrade to 11.6.1

We are using 7 Windows Servers with assyst Server installed behind an F5 load balancer for a maximum of 200 concurrend assystWEB and 30 concurrent assystNET users.We also have another server running assystServer, IPaaS and Search Server. This one is not used by normal users.Since upgrading to Assyst 11.6.1 last Friday we’ve been experiencing some “java.lang.OutOfMemoryError: GC overhead limit exceeded” on the 7 servers behind the load balancer which leads to the JVM restarting and all sessions on that server being killed.This doesn’t happen on all the servers and is irregular.We had all the JVMs for assyst Server configured to 6GB of memory as recommended by IFS on the Wiki. We decided to up the limit to 8GB which seems to be working for now but our JVM monitoring shows spikes to nearly 8GB which if reached would probably make it restart again. According to the wiki page from before we should need 50MB per user but we have way higher memory usage.Has anyone be experiencing similar incr

2255
C
Hero (Employee)
morevalueit
Do Gooder (Customer)
morevalueitDo Gooder (Customer)
asked in assyst General
Availibility assyst 11.6.2

Why version 11.6.2 is no longer available for download?

1275
C
Hero (Employee)
jyork
Sidekick (Customer)
jyorkSidekick (Customer)
asked in assyst General
Log As New missing when Close action hidden from Pop Up Menu

In an effort to have our analysts use the Resolved action rather than Close, we decided to remove the Close action for their Service Departments. When doing so, the Log As New option disappears. We then added the action back, but set it to not show up in the pop up, only in the Other actions. This still does not allow the Log As New to work. We understand the way the Log As New works, that the original ticket will be closed as part of the process, but why does the Close action have to actually be on the pop-up menu for Log As New to work? The Service Department has access to the Close action, just not on the pop up menu.     

511
A
Do Gooder (Employee)
askey-s
Sidekick (Customer)
askey-sSidekick (Customer)
asked in assyst General
InfoZone Description Contents

Because we use custom fields in our forms, the Description in the Info Zone doesn’t show any of the entered details (see below).  Is there a way to allow the custom fields to be shown, like the Details tab, please? ThanksSteven

431
jyork
Sidekick (Customer)
marika0992
Do Gooder (Customer)
marika0992Do Gooder (Customer)
asked in assyst General
Error while opening a ticket on assystNET

Hi,I’ve implemented a service offering with a simple form (without a process), while trying to submit the form on assystNET I receive the following generic error:  The strange thing is that from assystWEB I can open the request without any error.I’ve already checked the permissions for the alias, eventual filters inside the form, the import profile, the CSG but everything seems fine. Do you have any clue about this? 

1105
marika0992
Do Gooder (Customer)
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General
ETM - Checkbox for Bundle Requests

Hi All,We have a requirement where we are creating a Service Request from ETM.We are able to create a Service Request but the issue is we are not able to check the checkbox for Bundled Service Offering. We want to submit the Parent and Bundled Service Requests together.Please help.Thanks & Regards,Manish Verma

1792
M
Do Gooder (Customer)
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General
Knowledge Procedure issue in 11.5

We have Knowledge Procedures which were working fine in older versions.Recently, when we moved to 11.5 and we added tile color and tile image to Knowledge Procedures. Everything looks fine but as soon as we click on “View Draft”, all the sections get cleared out. All the information like text, images gets wiped out in below Sections of Knowledge Procedure:Problem Solution Environment Cause.Did anyone face this issue and have any solution? Thanks & Regards,Manish Verma

702
M
Do Gooder (Customer)
J
Sidekick (Customer)
jdavidyoung07Sidekick (Customer)
asked in assyst General
Action Template Event Link

Hi there, I was wondering if it was possible to include the link of the event in question in an Action Template? I’ve tried many things but it does not seem to work for different reasons. Here are some things that I have tried:Pasting the link in the template’s description and modifying the link’s event id with the current [EVENT_ID] value. Using the Action Template’s built-in text formatting URL. For the link here I used the same formatting as in #1. Is there a way to do this?

1568
J
Sidekick (Customer)
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General
ETM Shared Field and Dependent Fields

Question 1: While populating “Shared field” of a Service Request from ETM, we are getting below error:DatamapperConfigurationException - Type doesn't contain custom field custom.RESOURCE NAME1 Note: Normal Custom Fields are working fine.Question 2: How to skip dependent fields from ETM? Example “Field_2” will appear on when value selected in “Field_1” is “YES”. In ETM, how can we write this condition that “Field_2 will be populated only when “Field_1” is YES? 

781
SGrant89
Hero (Employee)
T
Sidekick (Customer)
TMurphyNS
asked in assyst General
ETM Record Count

Hi all,  Within a datamapper is it possible to know when the last record is being processed?Thanks.T

371
SGrant89
Hero (Employee)

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