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assyst General

General questions regarding IFS assyst.

  • 421 Topics
  • 949 Replies
421 Topics
N
Sidekick (Customer)
nwestSidekick (Customer)
posted in assyst General
Additional Knowledge Actions

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.   

321
M
Hero (Employee)
A
Do Gooder
abel2Do Gooder
asked in assyst General
How can i prevent a department from closing an event?

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

522
A
Do Gooder
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General
Search for empty date?

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

2302
M
Do Gooder (Customer)
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Search keywords end users are entering in assystNET

Is there a way to see what keywords end users are entering in the search bar when they are in AssystNET?   

1122
Robert Wood
Hero (Employee)
D
Do Gooder (Customer)
DuncanKDo Gooder (Customer)
asked in assyst General
Contac User lookup filter failing on custom forms with large number of custom fields

Hello all.We have encountered an issue where a lookup filter expression on one of our custom forms is failing after adding some additional custom fields to the form. We know that the expression is valid as it is in use on numerous other forms, and was working up until we added the additional fields.In assystNet, when clicking on the magnifying glass to bring up the contact user search, there is an error that the lookup failed.  The expression is:select usr.id from usr as usr where usr.csg.shortCode = 'HEALTH' and usr.usr_flag1 = 'APPROVER' According to IFS, there is no limit to the number of custom fields that can be on a form, however this issue occurrs after increasing the number of fields from 236 (expression works) to 239 (expression fails). If we remove the filter expression from the field, the lookup works. We have raised this issue with IFS but they have not been able to provide any guidance. Has anyone else seen this or a similar issue, and if so, what was the resolution? Thank

1242
D
Do Gooder (Customer)
K
Do Gooder (Customer)
korourkeDo Gooder (Customer)
asked in assyst General
Assyst form visibility expressions

Can anyone tell me what is causing a visibility expression to be invalid when comparing two different custom fields on an Assyst form? I have a form that has a leaver contact User and I want to compare it’s selected value against the line manager contact user field.  Based on the wiki, I reference fields by prefixing with $W(“<short code>”) and that works fine if I compare one of the fields against a hard coded value but if I try to compare one custom field against another then it complains that the expression is not valid.   Any ideas on what I am doing wrong?    

1766
K
Do Gooder (Customer)
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Subscribing to CI Changes

We currently have users who want to be informed on changes against CI’s and want to receive a notification as an FYI that a Change Request was submitted against that CI. Is there any way to have a user subscribe to a CI within the CMDB, which would send them a notification when a change request is submitted against that CI?  

721
S
Hero (Employee)
Z
Do Gooder (Customer)
Zakk.RJDo Gooder (Customer)
asked in assyst General
How do you limit an action to just 1 specific service department and make the action hidden to everyone else?

Assyst version 10, sp 7.5Hi, Can anyone advise how to limit an action such as “Major incident” to just one group/service department to see and select for them, whilst making the action hidden to every other group/SD? Many Thanks. 

733
Robert Wood
Hero (Employee)
P
Do Gooder (Customer)
pwhegiDo Gooder (Customer)
asked in assyst General
Authorization Task Evaluation/Decision Task Conditions

Does anybody have a method for telling if an authorization task was flagged as not authorized so that we can generate the following tasks dynamically? Currently, we use a decision task following the authorization that uses the function below (called in AP) to evaluate the answer and take a decision. However, this doesn’t work in workflows that have multiple authorizations occurring at the same time since it evaluates whether any “Not Authorized” was taken.function evalAuthTasks(parmEventId)    --LOGGER:info("First line in evalAuthTasks")    local sSql = [[SELECT COUNT(id.u_num2) NOTAUTH_COUNT        FROM act_reg ar        INNER join act_type at on at.act_type_id = ar.act_type_id        INNER join inc_data id on id.incident_id = ar.incident_id        INNER join incident i on i.incident_id = ar.incident_id        INNER join incident i2 on i2.incident_id = id.u_num2        WHERE id.u_num2 = (select u_num2 from inc_data WHERE incident_id = ]] .. parmEventId ..         [[)    and at.act_typ

1571
P
Do Gooder (Customer)
W
Do Gooder (Customer)
WilkieIDo Gooder (Customer)
asked in assyst General
ASSYST Logo Customise

Just a small customisation question - I am running multi-instances of ASSYST (10.7.5) and need to make a clear distinction between PROD and NON PROD environments. I’m hoping someone can point me in the direction for customising the separate landing pages accordingly - including the logo -?

1052
W
Do Gooder (Customer)
N
Sidekick (Customer)
nwestSidekick (Customer)
posted in assyst General
Change Calendar

Enhance the Change Calendar to look like an Outlook calendar with the ability to color code types of changes and populate the calendar information with the change request information or a link to the change request within the calendar entry. Currently, the change calendar layout is hard to read and takes a long time to load in production. 

1593
N
Sidekick (Customer)
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
How do you handle new required fields in pre-existing service offering forms?

Hello, Recently we’ve updated a custom form to include a new field which was made required in a form  referenced by some of our service requests.However, some of our contact users started complaining that they could not log an event anymore, because it was just shown “An error ocurred.”Almost every time we checked, it was a cache problem, but for two of those users, who use Firefox, even after clearing all the browser data, the new mandatory field never appeared.We ended up reverting the mandatory substituion of that field in Customizer, but I was wondering: given the nature of this issue, which mostly is dependend on end-user browser configuration, do you have any tips or advice on how to smoothly introduce this kind of changes? I was wondering if configuring JBoss cache control to avoid cache would be a good idea, but not sure it would work and even how to test it.Regards,Otmar 

1572
O
Do Gooder (Customer)
C
Sidekick (Customer)
ChrisButtersSidekick (Customer)
asked in assyst General
AP Rule Based Upon Answer in Custom Field

Hello All, I was wondering whether anybody had been able to build an Action Processor rule based upon a specific answer from a Custom Lookup?If not does anybody have an alternative solution they have built?

773
M
Hero (Employee)
askey-s
Sidekick (Customer)
askey-sSidekick (Customer)
asked in assyst General
Custom Item Forms Created in v11.4 Don't Show Correctly in v11.5

I created some custom item forms in v11.4.3, applied the necessary visibility requirements, and associated the form with the required Product Class value.  However, since I upgraded our test environment to v11.5.1 the majority of the fields in the custom forms don’t show, even though they are not hidden or discontinued.  If I remove the custom form association then the default Item form details are all shown.  I also tried creating a new custom form (from the default) and, without making any changes for visibility etc, all fields are still not shown.Is there anything I need to change/reset/correct for custom forms at v11.5?

1603
S
Hero (Employee)
K
Hero (Customer)
KevinMHero (Customer)
asked in assyst General
If statement on Lookup Filter Expression

I’m wondering if anyone has had any success using an If statement in the Lookup Filter Expression. I’d like to have a dynamic Item B field based on a value of a custom field. This is where I’ve got to so far: IF($new.W("SSL-CORP-DEVICE").shortCode = "LAPTOPS",select item.id from item as item where item.id in (select item.id from item as item inner join item.itemUsers as itemUsers where itemUsers.user.shortCode = @*@$new.affectedUser.shortCode@*@) and item.id in (select Item.id from item as Item where Item.product.productClass.shortCode = @*@$new.W("SSL-CORP-DEVICE").shortCode@*@ and Item.itemStatus.shortCode !='DISPOSED',select Item.id from item as Item where Item.product.productClass.shortCode = @*@$new.W("SSL-CORP-DEVICE").shortCode@*@ and Item.itemStatus.shortCode !='DISPOSED'))My aim is to have a custom field with the shortcode of SSL-CORP-DEVICE be a custom lookup of Laptops, Desktops and Kiosk. If Laptops is chosen, to provide a list of the items in the CMDB which are linked to t

2551
morevalueit
Do Gooder (Customer)
A
Do Gooder (Customer)
AlbertoDo Gooder (Customer)
asked in assyst General
sql query for multi select custom fields values in an event

Hi all, we have a challenging problem, for creating a custom report we are trying to write a sql query that retrieves events with their custom values.We don't have a problem with custom string values or single select lookup.The problem is with multi select custom field values, that we want to retrieve as comma separated values (i.e val1, val2 etc)We were wondering if someone has some piece of code as an example that you can share with us thanks!

6363
A
Do Gooder (Customer)
A
Do Gooder (Customer)
AlbertoDo Gooder (Customer)
asked in assyst General
knowledge procedure in assystnet while logging incident

we'd like that a knowledge procedure is shown in assystnet while an incident is being logged. In the wiki we read that it is possible but we didn't find how to configure it. Can you help to find the related wiki page or give us some instructions?

29512
A
Do Gooder (Customer)
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General
Core Service down, flag dependent applications as down

Good day,We have several applications (9) that are all part of one shared system. The support team is looking for the ability to log an Incident that would flag all of the shared applications as being down. Presumably, the intent was, if clients call our Service Desk and report an issue with Application A, they want Service Desk to be alerted to the fact that this application is down due to the core service issue affecting all of them.Initially, we thought we could a use separate CI that would represent the core service. Then, using Item Relations, we would link them together (and also be able to illustrate the dependencies in Impact Explorer). Unfortunately, it does not appear to be possible to flag all of the applications as being down.Does anyone have any ideas or experience as to how we could possibly fulfill this request?Thanks!...Donovan 

441
S
Hero (Customer)
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General
Data Management

Good day, As we’ve continued to improve the quantity and quality of the application data held in our CMDB, we’ve added additional fields to our Item form. We want to be able to import data to these new fields to support decision making for risky applications, etc.When we upgraded to assyst 11.4.1, we gained the ability to use assystETM, which is great. In looking at the DMW interface, it appears there is no way to create/update customized fields. I am wondering if perhaps I am overlooking something, or if there is another recommended way we can mass import data  (usually as a one time thing to move towards keeping the information updated in assyst). Thanks so much,...Donovan

932
dlong
Sidekick (Customer)
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?

8645
A
Do Gooder (Partner)
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? 

1184
O
Do Gooder (Customer)
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.  

2695
J
Do Gooder (Employee)
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

581
Mathias Dahl
Superhero (Employee)
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”.

6443
J
Do Gooder (Partner)
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.

1915
W
Do Gooder

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