assyst General

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 

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

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. 

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

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

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. 

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? 

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 8G

Why version 11.6.2 is no longer available for download?

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.   

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

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? 

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

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

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?