assyst General

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

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?

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 refer

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?

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?

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?

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

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

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.    

you might run into an issue where the action description field is greyed out after upgrading assyst. This issue can be easily solved by clearing the browser cache. When you encounter this issue please follow the following instructions:Try to clear the Brower Cache by pressing <Ctrl> + <F5>If this does not work try deleting you complete browser cache. 

Is there any possibility to get the selected Decision Answer of a Decision Task using assystREST? From playing around with the API, I can get the Attached Decision Answers on the Decision Task event, but I can't find any easy way to see which one was selected. I also had a look at the Actions schema which includes a Decision field, but it seems like this is only used when taking a Decision action via REST, and doesn't return a value after the fact.