assyst General

We’ve had an issue highlighted to us by one of our support teams that a user has assigned a change approval decision task to themselves and approved it. The particular process assigns an approval decision task to an Approval SVD containing only those users that are authorised to approve a change. We can see in the action history that a user outside this group has assigned the decision task to their own SVD and then approved it. Does anyone have know how we might stop this just for certain decision tasks? I don’t really want to restrict the “assign internal” action as this would affect a much bigger group of users and processes. Needless to say we’ve told the user not to do this and we can keep an eye on this but was hoping there is a way to plug this hole. Thanks

Hello Community, We are currently in the process of replacing our old, self-developed IT service portal with AssystNet. During this transition, we have encountered several questions, particularly regarding the custom forms created with the AssystNet customizer. Is it possible to trigger different processes based on user selections through dropdown or checkbox fields? For example, in a notebook order form, the user can choose whether they need a new notebook, want a replacement, or wish to return their notebook. Depending on the user's selection, a different process should be initiated in Assyst. The idea behind this is to keep the service catalog compact and simplify navigation for users. In our old portal, we had at least three separate offerings for new orders, replacements, and returns. I would like to optimize this if possible in the future.

Is there a list of known problems that we could look at before submitting a ticket to IFS support? It would be great to evaluate whether it’s a known issue before opening up a ticket.

Hello everyone, I am evaluating whether IFS assyst can meet the requirements of a telecommunications company that needs to manage various aspects of its operation. Below are the key elements they need to handle: PoPs (Points of Presence): ~400 Splice and Termination Boxes (CE/CA): ~250,000 Cables: ~250,000 Relations between Cables and CE/CA: ~500,000 Circuits: ~70,000 Customer Ports: ~700,000 In addition, within their service activation system, they manage the following related to the OLTs (Optical Line Terminals) that connect customers to the network: OLTs: ~400 Interfaces: ~30,000 Circuits: ~30,000 Available Ports on OLTs: ~3,900,000 Furthermore, in Zabbix, which monitors active network devices, there are approximately 10,000 devices. Given this scale, can IFS assyst efficiently support the management of these assets and operations on CMDB? Are there any best practices or additional configurations required to handle such a telecommunications environment? I appreciate any insights or

Apologies if I’m just missing it, but I don’t see anything in the Wiki about it either. In previous versions, we could select multiple events in an event monitor using Shift or Ctrl, then right click and take an action on all of the selected events. How do you do that in 24R2? I select multiple check boxes for the tickets I want to action, but as soon as I right click on one of the selected tickets to take an action, the rest of the selected tickets are unchecked. Is it not possible to action multiple tickets in the new version in the new event monitor view?

We have a “Service Department” FX that I am wondering if someone may be able to assist with. We have a service offering that we have set up to be used as a stand-alone offering or as part of a few of our Bundle offerings. We are looking to have it assign to a desktop team based on region if used as part of any of the bundles, and to the Service Desk when it is not being used as of a bundle/ as a stand-alone or being used as part of a bundle when the region field is blank/null. Notes: The Region field is on the Parent Bundle Form and can sometimes not be required (empty). Current Expression: if($new.parentEvent.bundleEvent.serviceOffering.shortCode = "ONBOARDING", if($new.parentEvent.W("DESKTOP REGION").name = "US & Canada", "DESKTOP SUPPORT US & CANADA", if($new.parentEvent.W("DESKTOP REGION").name = "EMEA", "DESKTOP SUPPORT EMEA", if($new.parentEvent.W("DESKTOP REGION").name = "LATAM", "DESKTOP SUPPORT LATAM", if($new.parentEvent.W("DESKTOP REGION").name = "SEAPR", "DESKTOP SUPPORT SE

assystWeb 24R2 SU1 has now been released. This can be downloaded from our CDN. Release notes can be viewed via the following link.

​ Hello, I have a question regarding password security and maximum length for login to the Assyst Portal (AssystWEB). In today’s landscape longer passwords are a must to comply with security best practices and guidelines. Our company policy dictates a minimum character length for passwords that are not to be regularly changed. However, we have some issues in this area where login to the application using the GUI is needed, but users have passwords that are longer than 30 characters and this causes conflict with the maxlength. This current maxlength impacts authentication where login is prompted Database or using LDAP as the Server Security Mapping for assystWeb. Is there a reason as to why the Assyst Portal password field has a maxlength set to 30 on the login page? assystweb Password field maxlength="30" Is it possible to modify the .ear or .war files to increase this value to allow AD serviceusers, and assyst global users (such as ZZGLOBAL, ZZENG etc.) to login to the application eve

Hi, I’m sorry if this has been answered before, but I could not find any information regarding the deployment of Assyst Enterprise (Assyst server) and Search server in a containerized environment. As I understand, there have been steps taken to allow Assyst to run in a containerized environment such as Kubernetes. However, there does not seem to be much information on how to proceed. The only information on this matter that I’ve found so far is this article from the wiki. The article however is very vague on how to move forward with preparations for such a deployment. There does not seem to be any prepared or easily workable resources within the Assyst installation files from the CDN for deploying Assyst in a containerized environment, nor does the wiki specify where or how to proceed. Are there articles on the wiki regarding this matter that I have yet to find? Considering Assyst is a packaged application with dependencies, one would assume a baseline image file is to be supplied in s

Hello everyone, Is there a way to split the screen within a Service Offering / within assystNET (self-service portal)? We have a ton of white space here which would be better if we could have a form on the left and the infomation to the right. Please see the screenshot below as an example? This would save our customers having to scroll down the page to get to the form. Many Thanks, Jessica Lee van Pelt ( She/Her ) Service Analyst - IT Service Operations, Architecture & Design (NSSL)

Hi, I’m sorry if this is covered in the wiki, but I could not find the information I was looking for and I’m now unsure if what I’m trying to achieve is even possible and am unsure where to turn next. The practice within our organization is that Problems and RFCs are not to be measured using SLA targets. This practice within our organization is recommended by several other organizations, and our users know these event types are not used to measure performance; however, they report finding it stressful having a visible timer ticking down or displaying in red in the info-zone and on the WorkManager cards leading up to and following a “breach.” It is my understanding that it’s possible to have tickets with no visible SLA clock in the info-zone or WorkManager; however, this then also removes several useful timestamps from being recorded on the record form. Is this correct, or is it possible to remove the visible timer in the info-zone and WorkManager for only some event types, or categorie

We have custom fields on our Contact User form. We have a use case where the logging user needs to see the information that is stored in these custom fields. I’ve attempted to reference the custom fields in the Event Logging Form Contact User field definitions System Parameter but haven’t had any luck. Is it possible to have the contents of these custom fields appear in the “Affected User details panel” in the Self-Service portal?

I’m currently working on creating an ETM channel that processes incoming emails. They can have different priorities, typically increasing in severity as time goes on. I need to compare the incoming priority to the one that already exists in the ticket, and if there’s a difference, update it. Does anyone know of a particular way to achieve this?

Is there a way to make fields side by side vs. always under each other?

Hello everyone, I do hope you can help me to under Task Expressions from Decision Answer(s). We have a process named ‘1ST LINE MANAGER APPROVAL’ which is triggered once a System Access Request (Service Offering) is submitted by an End User on assystNET (Self-service Portal). Our process/workflow looks up the Contact Users Manager and assigns them the Decision Task. The Manager can then answer this Decision Task by either selecting ‘APPROVE’ or ‘REJECT’ and can leave any comments within the Description Text box. If the request is approved by the Line Manager, the Decision Task closes, and the process sets up a Stage Action Type: “IMPLANTATION” for our IT Service Desk to complete. They then manually close both the task and then the Main Event through separate actions - Great! However, if this request is rejected the process ends via Process Category “SVQ REJECTED” and it also closes the Main Event too. When our End Users review their closed tickets within assystNET, they can see the requ

Hi all, I have a question regarding assystWEB, do you guys maybe know if there is an option to highlight updated tickets? Not by a notification bell, but by making the title bold or maybe some column with an icon when a ticket is updated?

Has anyone set up their CUG update via ETM that also imports the customers image? We are a Microsoft O365 shop, so I know the URL to get to the image, but I’m not sure how to set this up to import to the Contact Users profile. I’ve tried the following, but I just get a message that “No Update Needed” though no changes are made. Then in my Spreadsheet I’m using to import/test, I have the following:

Is there a way to pull Event Info into an auto generated email when you submit a ticket in assystNET and assystWEB? Currently, our “Thank you” email provides the ticket number etc. and then the Event Description (EVENT_DESC). The issue with that is that it shows ALL questions in the form even if they were hidden and/or not filled out. The data we want to show in the email are ONLY the questions that were answered (what shows in assystNET once submitted) We just want to hide any unanswered questions in the notification email. Currently, it shows like this: [[INCIDENT DESCRIPTION\DESCRIPTION DE L'INCIDENT]] No description entered. See Additional Information. <==# ADDITIONAL INFORMATION (DO NOT EDIT) #= ** CSDN issueCSDN Client Specific Issue (Disability Benefits) ** Are you, the requestor part of COD?[empty] ** CSDN ID (9-12 digits required)123456879 ** Client Nametesting ** Created on (i.e. YYYY-MM-DD @ HH:MM)[empty] ** Create by[empty] ** Type (name of document)[empty] ** Does the SHRS

Apologies if this already exists, but I can’t find it in the Wiki, at least for the Assyst version we are on. Can we add a column to the Knowledge Search results table showing whether the KP is available to contact users? If I’m doing a KP search and find a KP I want to send to my user, I need to know if the KP is available to Contact Users before I send it to the user. The only way I can tell if the KP is available to contact users is to select the KP, go in to Manage/Edit the KP then look for the check in the Available to Contact Users checkbox. This is a waste of time. Can we not just add that as a column in the results table here: It would also be helpful to show that in the header area in the KP view as well:

What does the assystadmin.war do? How can I access it?

Hi, I cannot find information regarding the possibility to change lane to a ticket through assystREST/assystETM. my idea is a lane “waiting manager approval” and automate the move to next lane when the approval task is closed. has anyone explored a similar scenario? thanks

I’m rather new to the use of assystREST API, and I do apologize if this is blindingly obvious. I’ve tried using the Assyst wiki assystREST_More_Examples article as a guide, but I’ve come up short. Is it possible to get all attachments from an event using a single rest query? When using the query below the “Event attachments” are returned, however none of the “Action Attachments” are part of this response. GET http://:/assystREST/v2/events/[eventId]/attachments I have attempted using the actions endpoint, however that does not return any of the “Event Attachments”, and this returns all the actions, not just the attachments. GET http://:/assystREST/v2/actions?eventId=[eventId]&fields=attachments I’ve so far thus been unable to get a single request response, and i’m unsure as how to structure more advanced queries. In the same line of inquiry, I’ve been trying to lookup get all open events that are within a certain siteArea. This is trivial using the assyst GUI, however using REST I’ve be

Has anyone been able to customize the output of the $EVENT_DESC ? I’m trying to make the emails look nicer with HTML formatting but when I add the event descriptions, it shows like this: No description entered. See Additional Information. <==# ADDITIONAL INFORMATION (DO NOT EDIT) #= ** Area Office Corner Brook, NL ** Your position: *whatever chosen* Please indicate your position title [empty] ** File or Notebook number(only if required): test ** File or Notebook number (only if required): [empty] ** Have you attempted to answer this inquiry using all available resources? (VSTM, STEO, VS Toolbox, other internal resource person, etc.) No ** Urgent? No ** Are you requesting an Urgent Mental Health Consultation? [empty] ** Please provide rationale for urgent request: [empty] ** Comments testing html email template #==> I’d like to possibly add it in list or at least one line per question as well as not show the questions empty questions, only show the questions chosen/answered. Using 11.5

Hi all, We are attempting to host the IFS Assyst server locally using JBOSS EAP.After completing the installation process, we started both the Windows service and the server.However, when we try to access the server through localhost, we encounter an application error: Error: "The requested resource could not be found, e.g., incorrect URL specified." Installed applications and versions: jboss-eap-7.4.0 assyst Web 11.5.2 Build 12554 JDK 8 Does anyone know the possible cause of this error and how to resolve it? Thanks.

I’m new to IFS Assyst. Getting the app from another department who wasn’t very proficient with it either. My terminology will probably be way off, so sorry. Currently we have close to 100 mailboxes controlling request workflows. If this the correct method? With M365 we have to pay per account for Exchange licenses. Is there a way around using licenses?