assyst General

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 

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?

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?

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 cho

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!

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?

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 

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

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

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

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

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 be

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”.

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.

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

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. 

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? 

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?

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!

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?   

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?

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.

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?

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.  

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 pla