assyst General

We have requirement to remove a particular secondary SVD from multiple Assyst Users.We created an ETM Mapper with Resource as “Secondary SVD” and Record to update as SVD and Assyst User Shortcode. But it is not picking up any record.

Hi, My colleagues and I noticed some time ago that some system forms, such as the Building form, cannot be edited (at least from the customizer). Is there a workaround to this, or a way to modify it? Similarly, is there a way to create custom lookups on tables that aren’t the Item, Cost Center, or Contact User tables? We haven’t found a way to do this yet, but it would prove very useful. Our environment uses assyst 11.2.3. Thanks!

Hi everyone! Maybe you can help a newbie:When we read mails from a mailbox via ETM to create a ticket from them, the ticket is properly created in Assyst. But the original mail is not deleted in the mailbox. As a result, the same process is created over and over again. Where can I set in the ETM channel that the mail is deleted after successful import? Thank you very much!Torsten

Hello  I would like to know if there is anyway I can print out a “String” based on the parent task field value $CURRENT_VALUE + “Reporter Name” + $new.affectedUser.name +"<br>" + "Technology = "+ $new.parentEvent.W("TECHNOLGY").name +"<br>"+ "Start Date = "+ $new.parentEvent.W("ACCESS_START_DATE") +"<br>"+"TEMPORARILY_ACCESS"+" == "+ $new.parentEvent.W("TEMPORARILY_ACCESS") So basically what I’m trying to do rather than the users in each task have to access the main record I want to output the fileds directly from the parent ticket into the tasks, which I have done successfully,   my problem is the field “Technology” is a visibility filter based on value for multiple WebCustomGroupswhich are not in common  so I would like to show a different text output for each value of “Technology”right now most fields on the form shows as NO VALUE and I want to hide that to only sho

 Hello  I would like to know if there is anyway I can print out a “String” based on the parent task field value $CURRENT_VALUE + “Reporter Name” + $new.affectedUser.name +"<br>" + "Technology = "+ $new.parentEvent.W("TECHNOLGY").name +"<br>"+ "Start Date = "+ $new.parentEvent.W("ACCESS_START_DATE") +"<br>"+"TEMPORARILY_ACCESS"+" == "+ $new.parentEvent.W("TEMPORARILY_ACCESS") So basically what I’m trying to do rather than the users in each task have to access the main record I want to output the fields directly from the parent ticket into the tasks, which I have done successfully,   my problem is the field “Technology” as it is a single select field and act as a visibility filter based on value for multiple WebCustomGroups on the same form,  which have additional or different fields besides the common details so I would like to show a different text output for each value of “Technolo

I would like to know how to build expression, if possible, to copy a value from one custom field to another Custom field for calculations.

How to Single Select Fields on submission Form to be populated in Additional Fields or Runtime Parameters in Event Search ? 

We are using SLA -measurement a lot. After the update (from 11.3.11) to 11.6.3 my testing shows me, that the system doesn’t care of the response-targets.. The resolution-target/time is workingI checked all settings - they are still in the same set, as before the update. What is missing? Please help.RegardsMarion 

Hello  Are there a method to resolve and close all active SR,CR,Incidents. that are attached with a workflow without closing each task manually?, So I have found dozen of unresolved incidents, Service Requests, and incidents, which was resolved but the tasks were not updated (resolved/closed) I couldn’t do a bulk change on them given the fact that all of them have multiple unresolved tasks  Currently the only way to close the requests with one click is through state actions >> Withdraw  but unfortunately that doesn’t meet our requirements to complete the workflow as it withdraw the process and closes the record as withdrawn, is there anything similar that automate the process and resolve all the tasks it would even be better if it continue the workflow.   alternatively is it possible to create any type of automation on Assyst that does this? any ideas would be appreciated. Action Pro

We have run into situations where an end user is trying to add another end user as their Delegate using the self-service portal but the persons name never shows up to select when searching. I verified the contact user and assyst alias user records are created correctly and also verified that they have event Privilege = Delegation as part of the privilege group on the user alias record.We have other people that are able to add delegates without issues, but in some cases valid user names are not selectable for some reason.Has anyone run into this before and is so what was the root cause?

Hi all,I’m pretty sure this is a No, but I will ask anyway ...Is there any way for ETM to ignore rows above the header row in the import file when processing?  So my file looks like … I am guessing it will have to be manually cleaned before importing into ETM but I was hoping there might be a workaround.Thanks!Trevor

Hi everyone, I need to update a record in ETM based on a custom form field.  In the below example the custom field is called ASSET-TAG.  It first searches for a Serial Number and if not found I want to search by the custom ASSET-TAG field.  Is this possible?  Thanks.T 

We currently have a situation where our test service catalog is missing on our test end user/self-service portal, while in production it is fine. When we log into the test self-service portal, the entire “Services” Menu option is missing/hidden, while in Production it’s shown.I even tried with my Assyst Admin account and still don’t see services in test.However, if I use my ZZGLOBAL account I see services and the catalog.The service catalog is available fine in Assyst.Web test and production.We're not aware of any changes we made that would cause this. Also, can’t explain why ZZGLOBAL can see Services but no other user, even an administrator can. We only use ZZGLOBAL occasionally and then only for setting up event monitors or query profiles we want to share globally.Has anyone encountered something like this before?Does anyone have an idea what about ZZGLOBAL would be different?  

Please correct me if this expression is wrong ! if ($new.affectedUser.manager.manager.assystUserAlias.shortCode = $NO_VALUE, $CURRENT_VALUE, $new.affectedUser.manager.assystUserAlias.shortCode) This expression is to take approval from Manager of Manager (VP). Thanks

Greetings, I have noticed in assyst 11.5 when you use the start a new row feature on custom fields that the layout does not function as expected. Some fields line up horizontally in a row and some don’t. In the screenshot provided, I checked the “Start a new row” checkbox for the Select HC# in customizer but I did not check the box for the following field “Do you need to order supplies”. I expected this field would line up horizontally or wrap in the DIV. Has anyone else ran into this in 11.5? Is there a workaround?  Regards,Caleb

Hi Everyone, We recently migrated from Knowledge Procedure Basic Life Cycle to Advance Life Cycle , The Workflow after approving the Knowledge procedure is working fine but the change record is not closing at complete stage. Please let me know if someone has faced the similar issue and how it got rectified.  

How can contact users be tagged on events so they can watch the progress of work.This would be on events that they did not directly submit/create nor would they be assigned the event directly or in a service department they were members of. I saw a previous post from Robert Wood that seemed to indicate this functionality was going to be available in assyst 11.6; however, were currently at version 11.6.1  and I don’t see any functionality on our end user portal or even within assyst web?  I’m not finding any way to follow or tag or add to watchlist?  

Hi, I am currently setting up the first sets of service bundles at my organization and I am running into an odd error. Everything is working fine in our development environment, but not in production. When I try submitting a service request from a bundle, I get the following error message in the console:2023-07-17 08:05:50,898 WARN  [com.axiossystems.assyst.domain.events.EventSlaClock] (default task-44) Priority was not matched for and event against the sla =>  [ SlaDto ] ID: 3 ShortCode: CHANGE SLA. No sla response or resolve times can be set for event.assystNet simply states: The requested resource cannot be processed by the underlying application services. I have checked multiple settings related to our SLAs and I can’t seem to figure out what is going wrong. Would anyone be able to help?

We have a requirement where we want to Approve and Reject Decision task from ETM.We tried couple of things but getting error:The requested resource cannot be processed by the underlying application services. Type: InternalServerProxyException.CauseThe requested resource cannot be processed by the underlying application services. Type: InternalServerProxyException.

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

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).