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assyst General

General questions regarding IFS assyst.

  • 352 Topics
  • 831 Replies
352 Topics
M
Sidekick (Customer)
moconnor1Sidekick (Customer)
asked in assyst General
11.5 Release Notes

Where will the release notes be available as it was noted the previous wiki for IFS Assyst will no longer be hosting them?

8455
A
Do Gooder (Partner)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Can we handle service catalog changes only within assyst?

Hello! Currently we handle requests to change our service catalog via a standardized form which is attached to service requests we use to proceed with changes on the service designer, event builder and configuration items.We’d like to know if it’s possible to automate this process. We’d like to create a form in assyst that would gather the followin information:Business Owner Business Unit Business Manager IT leader Responsible service departmentWe also ask both parties (on the IT and business side), which will be the service offerings and their agreed SLA resolution times.From that form, we’d like to automatically update the service offerings and update (create or deactivate event builder entries).  Anyone achieved this ? Mostly, I’m unsure on how to create a form suited for this kind of task, given the unlimited number of possibilites for creating service offerings and indicating their respective resolution time, responsible SVD and so on. Ideas? 

1104
O
Do Gooder (Customer)
2 years ago
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Schema Changes for 11.5

Where would I find schema changes for 11.5? It would appear that tables have been deleted in the wiki.  

2595
J
Do Gooder (Employee)
2 years ago
D
Do Gooder (Customer)
dgrieblDo Gooder (Customer)
asked in assyst General
assystETM update log

Hi ifs team,ich möchte gerne einen Verbesserungsvorschlag für assystETM dalassen.Wir würden uns für das ETM Frontend eine erweiterte Ansicht bzgl. Updates und Fehlern wünschen. Man kann im Frontend zwar die Camel Logs einsehen und mühsam darüber prüfen, was passiert ist, jedoch würden wir uns hier eine bessere Integration in die Detailansicht wünschen.bzgl. Update:Auflistung in der Detailansicht, welche Felder aktualisiert wurden. Mit “alter Wert” → “neuer Wert”. bzgl. Fehlern:Bei Konflikten mit bereits vorhandenen Daten -> eine Ausgabe mit welchem Datensatz der Konflikt besteht. z.B. Haben wir bei Items öfters mal den Fehler dass das Feld KeyA, welches bei uns mit der IP Adresse belegt ist, angemeckert wird. Hier wäre es hilfreich, direkt in der Fehlermeldung die ID oder den ShortCode des Items gemeldet zu bekommen, mit dem der Konflikt besteht.  Beide Verbesserungsvorschläge würden in unseren Augen beonders beim Bugfix der jeweiligen Datamapper positiv unterstützen. Bei der Entwic

501
Mathias Dahl
Superhero (Employee)
2 years ago
J
Do Gooder (Partner)
jdelormeDo Gooder (Partner)
asked in assyst General
IFS assyst Application Launcher

I need the latest version 1.0.12 of assystApplicationLauncher to support Client-Side-Jobs and do not see it in the download site “https://downloads.axiossystems.com/index.html”.

5353
J
Do Gooder (Partner)
2 years ago
G
Sidekick (Customer)
girvandSidekick (Customer)
asked in assyst General
Approver Visibility

Hi All,I’m looking for ideas for including Approver details in the global user's Event Monitor on the Self-Service Portal (under Progress > My Open Issues and Requests).The issue I have is the Column Profile for the Event Monitor is looking at details on the Request ticket and not the underlying Tasks. If I include Approver as an additional column on the global user’s Column Profile, it appears blank as the Approver is listed on the Task and not the Request. This means end-users are unable to identify who to contact for a pending approval and need to contact our Service Desk to provide the information.Any advice on if or how other customers are managing similar requirements would be much appreciated.Best regards,David.

1675
W
Do Gooder
2 years ago
S
Hero (Customer)
Steve MillerHero (Customer)
asked in assyst General
Event Monitor - Details - Date Format

Hi Community. I’m trying to chase a legacy UI issue that I have open and am hoping you might be able to signpost me.We have an element displaying the US style date format (MM/dd/yy) within the details pane of the event monitor page (pictured below). The seems to relate  exclusively to custom fields marked ‘Public’.assystWeb details paneEvent monitor dates are displaying correctly….assystWeb event monitor - date logged column...as are date drop downs on forms…assystWeb date dropdown field We have…confirmed the browser location and language settings, changed the client.date.displayformat and rest.client.date.displayformat labels to dd/MM/yy, confirmed the user preferences ‘Time Zone’ is set to Europe/ London.Any help you could provide would be appreciated, this is causing some confusion as here in the UK we use the format dd/MM/yy.

1852
S
Hero (Customer)
2 years ago
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Known Error Database for Problems

Is anyone tracking known errors for problems? If so, how are you tracking them? We have just implemented problem management and we have some known errors within our knowledge procedures as ‘workarounds’, however, looking at ways to keep them in an event monitor/database format. Just wanted to reach out here for any ideas. 

1581
G
Sidekick (Customer)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Updating Contact user information based on event logging form data

Hello, Recently part of our staff contacted our team asking for help with contact users telephone numbers. They told us that since the begining of the pandemic a lot of users are working from home and telephone numbers present in assyst are not up to date anymore. We tought of clearing the current data and make telephone number visible and mandatory in event logging forms. However, I could not find a bult-in mechanism to update contact user’s telephone number based after that person just logged a new event with a new value for their telephone number. Is there a bult-in mechanism to enable this or should I customize this? 

982
O
Do Gooder (Customer)
2 years ago
K
Do Gooder (Customer)
kc-andersonDo Gooder (Customer)
asked in assyst General
Is it possible to pre-set the assyst date and time selection field to default to business hours?

Currently the selectable date/time fields in assyst defaults to 12:00am in the from date and also 12:00am in the to date field.   Is it currently, or would if be possible in the future for the from and to dates to be pre-set to default to 8am and 5pm respectively to reflect business hours?

972
Robert Wood
Hero (Employee)
2 years ago
M
Sidekick (Customer)
moconnor1Sidekick (Customer)
asked in assyst General
Generating a webhook out of assyst

Does anyone here utilize a webhook?I cannot find anything in the wiki relative to being able to do so.  Any help? We have a POC from a vendor and they are asking us to deliver a json payload via webhook from assyst for a simple demo and I’m struggling to find a way to make that happen.Thanks!

2742
Robert Wood
Hero (Employee)
2 years ago
K
Hero (Customer)
KevinMHero (Customer)
asked in assyst General
Event Monitor Query

Hi All,  We are trying to create an event search that will indicate tickets which are currently on hold. Has anyone had any luck creating an event search that can show tickets currently on hold?   

3624
W
Do Gooder
2 years ago
B
Do Gooder (Customer)
bferreiraDo Gooder (Customer)
asked in assyst General
Problem at checkout

Hello. We are having a problem opening a order through assyst.We have already done all the steps but when we get to the last step it displays the message below   We have already filled in the form parameters, link reason and item removal cause.We've also created the event builder. We are using version 11.4.3.The event builder is in order.And the import profile is in the same category.  Has anyone experienced this error that can help us?

846
W
Do Gooder
2 years ago
E
Do Gooder (Employee)
Eddienj01Do Gooder (Employee)
asked in assyst General
View in Chart not working in 11.5.0

The View in Chart functionality is not allowing for modifications to the Primary & Secondary Grouping outside of Date/Time even though the Monitor in question has a Column Profile with more attributes than that.

823
Robert Wood
Hero (Employee)
2 years ago
L
Do Gooder (Employee)
listseDo Gooder (Employee)
asked in assyst General
Where can I find guidance in how to work with IFS Assyst as used as Self-Service Portal for Partners?

Self-Service Portal for Partners - IFS Assyst is used - there is no way of getting help with the application itself if you are logged in or not yet logged in at  assystNET - Partner News (ifs-assyst.com. Are there any available guidelines for IFS Assyst Partner Self Service here at the Community?

1191
S
Do Gooder (Employee)
2 years ago
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Knowledge Procedure Font and Size Consistency in 11.5

Within the Knowledge Procedures, we have noticed that the font size is variable in 11.5, whereas now, it’s all uniform in other previous versions. Is there a way to format the font size and style to be consistent within a knowledge procedure in 11.5?  See attachment for example.  

1181
T
Do Gooder (Employee)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Wrong SLA resolution time after updating holiday plan

Hello,I’ve noticed that when a holiday is removed from a holiday plan, extra SLA time is added to events which were open before the date of the just removed holiday. For example, let’s suppose event X was logged on april 30th (2022-04-30) and there’s a holiday on may, 1st (2022-05-01).  On may 3rd (2022-05-03) the holiday plan of the event’s SLA gets updated and may,1st is removed from the holiday plan.On may 4th (2022-05-04) event X is resolved and closed and its resolution time will take into account may 1st working hours, despite its clock effectively being stopped as of may 1st. I know this example is somewhat extreme, but we noticed that effect on long standing tickets, which take more time to be resolved. I guess that’s because the resolution time is calculated when the event is resolved, taking into account only the current holiday plan. Holidays which were in place when the event was open, but were removed from the holiday plan before its closure will have the corresponding tim

672
O
Do Gooder (Customer)
2 years ago
K
Do Gooder (Customer)
KHowDo Gooder (Customer)
asked in assyst General
Query about markdown

Hi,Sorry if this is in the wrong place, I’m new!I am trying to create a Knowledge article in Knowledge Procedure and I want to link to places further in a text like a dynamic table of contents. It looks like I can do that because I can change the ‘Link Type’ to be ‘Link to an anchor in the text’. Nice, except, I can’t work out how to make something be an anchor in the text to link to. There’s nothing listed and I can’t find an option which is ‘I’m an anchor now’.I’m not sure what version of assyst we’re running though I could probably find out if necessary. Below is a screenshot of the markdown editor available to me.Anyone have any ideas?

1051
T
Do Gooder (Employee)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
assigning decisions and tasks based on a previous process' task

Hello, We manage our Problems using a specific template process. This process start with a decision to validate whether or not the problem exists. If the problem exists, then a new task of the “Investigate issue” category is created. After its resolution then a new decision task is created to define if the problem will be accepted as is or if an RFC should be logged to remmediate the issue. I’d like to know if it’s possible to use task expressions to define the assigned service department for following decisions ans tasks based on the service department who lastly resolved the issue investigation task. As far as I’m concerned, EventDTO has only methods related to lastAction and lastActioningServDept. However, I need details about the resolution of the first task of a specific category. I wonder if there’s a way to use only task expressions or if I should use something like Action Processor to update problem’s additional fields and them reference those custom fields in the following Ser

2183
S
Hero (Employee)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Recommended approach for automatically notifying aditional contact users for certain event types

Hello! We’re using assyst in our Problem Management process and the process owner asked us to make assyst notify him whenever new problems are logged, besides the affected user, which typically is someone else in the IT staff.Initially I had the idea of customizing the Lua script which is invoked for all assign actions and add that custom logic there. However, that felt very hacky-ish and not easily maintainable.After that, I tried to customize the Problem form and add one aditional user by default (the aforementioned process owner), but this does not seem to be possible with customizer. Any recommendations besides modifying the Lua script?

1882
O
Do Gooder (Customer)
2 years ago
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Event Monitor Query

When someone clicks on Menu > Search > Event Monitor > Event Search, is there an admin change that can be made so that users can get directly to the Event Search query instead of having to click on the Query button?

2803
N
Sidekick (Customer)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Configuring assign action type as email action for self service

Hello. I’d like to replace smart mail with email action for managing email templates and so on. I noticed that it works fine for actions starting from assyst Portal. However, I could not replicate such behavior for events logged from self service portal by end users. My guess is that when contact users are logging events, they do not select an email template. Nonetheless, if there’s something like a system parameter for such use case, I guess we’d be able to substitute Smart Mail with Email Actions.Am I right or is there something else I should know?

1862
O
Do Gooder (Customer)
2 years ago
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General
Missing address headings

Good day, We upgraded recently and the address headings are gone from Section, Section-Department and possibly other places. This can be confusing when the form is blank and will be especially so for new staff, as we enter the street address on the second line and the Postal Code is in the position we would normally associate with the province, which will likely lead to data entry errors over time. assyst v11.4.1assyst v10 SP7.5How might we get these back? Support was contacted and we were informed this was intentional because it matched the image in the wiki for the Item form… Have a great day,...Donovan

811
LukaszK
Do Gooder (Employee)
2 years ago
G
Do Gooder (Employee)
Gary.CampbellDo Gooder (Employee)
asked in assyst General
Default Labels

Does anyone know if the Labels dropdown in assystWeb are defaulted to multiple translations or is this shipped with 11.5?

1281
K
Do Gooder (Employee)
2 years ago
jadv
Do Gooder (Customer)
jadvDo Gooder (Customer)
asked in assyst General
Is there a way to remove columns from Item Lookup field in self-service portal (assyst 11.4)

I’m wondering if there is a way to hide the “Shortcode” and “CSG” fields in the search box that pops up when doing an Item lookup. This is on a form in assyst that is accessed by end users through the self-service portal (currently running version 11.4.2). All I would like our end users to see is the Name field.    

2012
jadv
Do Gooder (Customer)
2 years ago

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