assyst General

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.p

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 doin

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

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.

Hello again,Unfortunately in my role I’m not an assyst Admin and I’m kept an arms length away from the staff that do the work, so I have to research and determine a solution then put in my request.I’m trying to see if a process can get data from an external source. The reason for the external source is it a profile for user access, which contains many different profiles, that change frequently. As such we don’t want to inundate the assyst Admin to change a process or assystNET form each time there’s a change. My idea is that a manger would complete an assystNET with the required information, then assytNET function would pull the date from the external source, then add it to the task. When the task is assinged to the support team all the information is already included and they don’t have to manually look it up. Thanks in advance to those who check it out and don’t respond.C.

My users often want to copy their supervisor or another user on a ticket so they can follow the process. Is there any way to enable that functionality? 

My company has agents with Assyst User credentials that also need to be able to log into the Contact User service portal to submit tickets to other departments if needed.Example: Building maintenance agents handle maintenance tickets but also need to be able to submit IT support tickets to the IT helpdesk in their own name.Is there a way to have a single login that works as both a Contact User and an Assyst User? I have tried Aliasing and setting equivalent users, as well as poring over privilege settings and can find nothing.

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.

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

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? 

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. 

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?  

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

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 aro

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?

 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