assyst General

assyst v11.4Currently, when a Decision Task is received by an end user (via assystNet) they can go into the system and approve/decline the task.  For managerial authorizations (e.g. equipment or access requests) this is fine.  But when it comes to change requests that have a workflow the approver can’t see the attachments unless they are on the parent (“R”) ticket.  This is problematic because files such as test results can be buried in a UAT decision task.  So we are asking the approver to review a change request but they can’t see important documents such as test results or impact assessments.  We have trained our IT (assystWeb) users to attach documents to the parent ticket but often the UAT tasks are actually decision tasks completed by end users via assystNet.Can the assystNet portal be modified to expose all attachments in the workflow regardless of where they are?  Otherwise, I believe we are nullifying the credibility of the approval.If someone has a sol

Hi,We are currently experiencing issues with browser caching, where assystNet users don’t see the correct homepage, offerings, layouts, formats that they should be seeing - the only way to resolve is to clear the users browser cache.This has probably started following an upgrade to 11.5.2 a few weeks ago, but wanted to post this to see if anyone else has the same issue as we are experiencing and if so how you manage/resolve that so that ALL users have their browser cache cleared?

Hopefully this is an easy one: How can I request a match on the Name of the Single Select Lookup instead of it’s Shortcode? In this example, we can match application-subdomain, a Single Select Lookup, based on Shortcode, without issue. The wiki makes reference to things like .singleSelectValue.name but I’ve not been able to figure out the appropriate code for the left-hand side of the assignment in order to perform the lookup based on the Name value of the Single Select lookup field. Are there more examples of this somewhere? Or is it always based on Shortcode and I need to use a lookup table? 😀 Thanks so much,...Donovan

It would be great to allow for sub-labels on forms. Instead of having this text pop up when the user clicks in the field, allow for a sub-label under the field name.Current option Sub Label option  

At Norfolk probably like many of you we use tasks on Service Requests for internal workings to fulfil the SR.  Whilst our staff have been communicated to the importance of using the Service Request ‘S’ for any communications with the Affected User there are times when they forget and will take the Waiting Customer Input action (which triggers an email to the Affected User with the task ref).  So ideally we would like the ability to only show the Waiting Customer Input Action on Service Requests and not tasks (not sure this is possible though).  We could obviously stop the email but its a bit of a catch 22 as at least the Customer knows we are trying to get hold of them, even if the Task Reference has no meaning to them.  Just looking for an innovative ideas or others ways of working that are out there

In the Service Designer I want to reorder the Service Link entries.  However, when I try (either by drag-and-drop or using the hotkeys) the ‘Outdated Data’ message box appears and the changes aren’t made.  Sometimes it shows that the move has been completed, but when the Service Designer is reloaded or when I log into the Self-Service Portal to see they actually aren’t.  I can reorder the Offerings without an issue.There’s no one else using the Service Designer or logged into the application (as this is being done in test at the moment) so there’s no user conflict possibility.How can the Service Links be reordered, please?Thanks

I feel like I should be able to glean this from the wiki but all my attempts are coming to nothing. We want to put the Actioning user (or failing that the assigned user) name into an Action Template as people are not always signing off with their name when left to their own devices. Any help on finding the right variable name would be much appreciated. 

Is anyone aware of a way to Influence information pulled into assyst when Repeat Major Incident is  used in assystNET.  I am looking in particular at populating Reporting User (which is currently left blank). Using assyst 10 SP 7.5

I am hoping I describe this correctly. Has anybody managed to create expressions that assign an Authorisation Task to a Contact User, however this assignment is based upon the Contact User from being selected from a Custom Field on an assystNET form?? If you have not done the above have you instead managed to build SmartMail rules to send an email to a Contact User who has been selected from a Custom Field on an assystNET form?? Any advice, help or guidance will be greatly appreciated

Hi folks,  if we could have desired process to upgrade Assyst 11.5.2 from 11.3 on prime , regards  

We have a Contact User Lookup field that uses Lookup Expression as below:select usr.id from usr as usr where usr.csg.shortCode ='xxxxxxxxxx' The expression returns only Active Users. We need all Active and Inactive Users.

Hi everyoneI’m pretty new to Assyst and wondered if anyone has found a workaround to the below issue I’m having?Within a Customiser form I need to create a visibility expression that looks at the system’s ‘Category’ field. IFS have told me that you cannot use system’s fields for this, so something like $W("Lookup Field")="Category Value 1" would not work.I am aware that I can create a Custom Lookup list, but this will not work for us as we need to use the Items and Category within the Event Builder to auto-route tickets to specific teams. Hopefully that makes sense and someone out there has found a way to make this work.Many thanks.Rich

Hi,We recently upgraded our environment to 11.5.2, and with that we re-launched the assystNet portal with a new homepage and layout.The problem that we are now finding is that some of our users are not seeing the new Homepage, but the old one in the new format - which isn’t giving them a good experience of the portal.Some users are able to resolve this by clearing browser cache, or clicking the Reset homepage to system default - but what would be good to do is force the default assystNet homepage out to ALL users.Has anyone come across this issues before? Does anyone know if it is possible to force the default homepage to apply to all users? If so, how? Thanks in advance. 

Hi,How to make the comment on RFC Stage visible as we need to make the internal comments on workflow visible to Assyst user 

Hi,we need to see the icons of the priority of events. We managed to upload them and see them in the priority-formular, but we don’t see them in the search- or workbench websites.What is missing?We are running on 11.3. but will change to 11.5, soon. I followed  11.5. documentation is the same as the old version: https://wiki.axiossystems.com/assyst11-5Wiki/index.php/Specifying_Event_Search_Icons_for_Impact,_Urgency_and_Priorityand checked the parameter “Image Upload Allowed File Extensions”and did a new log-in.There is no picture/icon in the search-column: ‘priority icon’.Please helpRegardsMarion 

Hi There   Can we use the visibility expressions to refer to system fields?

I’ve created two custom fields in assyst, one allows you to select a Branch, and the other should provide a selection list of the Section Departments in that Branch. The Branch system lookup field has a shortcode of ORG BRANCH Here’s my Lookup Filter Expression:from sectn_dept as SectnDept where SectnDept.section.branch.shortCode = @*@$new.W("ORG BRANCH").shortCode@*@ and SectnDept.csg.shortCode = 'SHARED' This works in assystNET (Self-Service Portal). If I attempt to alter the value via assystWEB, I get an application error.  So, I’m guessing my filter expression is incorrect. Has anyone any advice? Thanks

Hi  I need your support to explain how to import “Manager” value from the Active directory to Assyst User as on the current configuration we have it is only importing (Tittle,Section) and we need to add “manager”  to build approval workflow   

HI all,I need to write a query that will extract some events with system custom fields (items). I found some exemples here on the wiki, but not regarding item system custom filedshttps://wiki.axiossystems.com/assyst11-5Wiki/index.php/Installation:Database_Schema_for_Additional_Custom_Fields#Retrieving_values_of_custom_fields Can anyone help me? thanks!

We have a non-service catalogue form that we are using to direct staff to the Service Catalogue when needed.  However, staff are not able to resist temptation to click the Submit button and so raise an unnecessary call  :-))I’m sure I remember being told how to disable the button and have a form purely as an informational one but, for the life of me, I can’t remember what is needed.  Is there a way to do this, please?Thanks

Hi Everyone  I’m training to add a validation expression on the customizer for Date, and I see the validation only applied on single_Line_String, is there any way to add it ?? the scenario is I have 2 custom fields one for “start date” and another for “end date” and System shouldn't accept end date before start date  Thanks on Advance  

Hello, everyone i would like to make the assyst log an event directly and assign it to a deapartment automatically.For example, we can make an email and everytime a employee sends to that email, an event will be created and assigned to a department.I dont know know whether assyst is capable of it or not?

Is there another action that we can use for Knowledge besides Knowledge Solve? We have scenarios where we want to apply 2-4 Knowledge Procedures to a ticket as ‘Knowledge Used’ or ‘Knowledge Applied’ when we are troubleshooting with a customer.   

Hi,Our company just started to use assystnet and assystweb, and i was wondring on how to make a specfic deparment responsible  from assign and close the events and prevent the other department from doing soand how to take traning in assystweb and assystnet.Thanks for the help

Good day, Is it possible to do an Item Search on a custom field in assyst, using the Item Monitor, to find Items that do not have a date specified? A search with a blank date returns an error, which leads me to wonder if this search should normally work. assyst Version: assyst 11.4.1 Build: 12405 Date built: 07 February 2022 06:15:33   Thanks,…Donovan