assyst General

Hi all,I’m hoping to learn what other administrators are doing when an Assyst outage is necessary. From my understanding, we don’t really have a way of publishing a banner during maintenance because the database is often impacted, rendering Assyst useless, or Assyst itself is down. As a result, I feel like a banner on the self-service portal during an outage is not possible.Despite this, it’d be nice to warn users of the upcoming outage from within the self-service portal. Has anyone found a good way to do this outside of the Announcements feature? Unfortunately the Announcements are often too “hidden” for our users and they ignore the notification icon.Right now our process is to send an email to all users in the organization to warn them of the outage, but realistically we’d like to publish something on the self-service portal as well. Bonus points if this message can be shown while Assyst is undergoing the maintenance :).Thanks!

Email content contained in $EVENT_DESC in html format has no formatting and is all jumbled together.  Wondering where I can find this variable and when I do, how do I format it to show that is readable.  html format looks like this:No description entered. See Additional Information. <==# ADDITIONAL INFORMATION (DO NOT EDIT) #= ** Area Office Corner Brook, NL ** Your position: Veteran Service Agent (VSA) ** 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 #==>  Bonus if you can tell me how to only show what is selected or answered.  Text format shows this (below) and

We recently upgraded from 11.5 to 11.8.4.  We are experiencing a weird issue.  When viewing in the queue, the task description shows but the parent log information (description) no longer shows, and it used to.  This is for new and older tickets, we cannot see it. If we open the parent ticket, we can see the information but not in this view for some reason.Here’s what it looks like when you open the parent  We were told by IFS that “You need to change description replace “ Additional information with” additional information”(replace uppercase A with lowercase a) and save it”We don’t know where to change this or find where the issue is.  They said its a known issue P1640.Does anyone have a work around for this or can tell us where to find this location to try this change?

HiI want to configure Assyst 25R1 to have closure drop downs list at the end of the ticket life, these would be the Symptom, Root Cause, and the Action taken by the person who resolved itHas anyone ever setup Assyst like this? Product Code, Product Area at the point of creation, then Symptom experienced, Action take to resolve the issue, and finally Root Cause reason all added at the point of ticket closure.  I wont to move away from the single Category codes   

On AssystME 11.8.1 (On Prem) - we are getting this error for a certain privilege group that my user belongs to.  I’m sure this is something within the Privilege group, but unsure of what is needed. 

We are pleased to announce that assyst 25R2 SU4 has now been released and is available to download from our CDN.The release continues to address identified problems.The release notes are available from the IFS Community

Hello Community,Automatic Assignment When Logging Events via assystWEB)When an Assyst user logs an event via assystWEB, the resulting ticket has both the Assigned Service Department and Assigned User fields left blank. The default available action is “Reassign Event.”We would like to understand whether this behaviour can be configured so that, when an event is logged via assystWEB, the Assigned Service Department and Assigned User are automatically populated with the service department and user account that is currently logged into assystWEB. Reassignment would then be performed only where required as a secondary action.The expected exception to this behaviour is where an End User logs a ticket via assystNET (self‑service portal). In that scenario, we would expect the existing service catalogue–driven default assignment logic to remain unchanged, allowing Service Desk staff to triage and reassign tickets as part of normal self‑service handling.Additional context:This behaviour may be r

Hello Community,We’re looking to better understand what accessibility or quality‑of‑life features are available within assystWEB or assystNET, particularly around supporting colleagues who experience accessibility challenges.We’ve received feedback relating to usability and ease of interaction, and would like to know what options currently exist, for example:UI customisation (layout, font size, contrast, etc.) Accessibility or usability toggles Compatibility with assistive technologies (e.g. screen readers, keyboard navigation) Any known configuration settings or recommended practices that improve accessibilityWe’re currently running assyst version 11.8.4.We’d be really interested to hear from the community:What accessibility features you’re using today in assystWEB or assystNET Whether any improvements were achieved through configuration, user preferences, or upgrades Any limitations you’ve encountered, or workarounds that have helped support usersKeen to learn from others’ experience

Hello everyone,RE: Automatic Assignment When Logging Events via assystWEB (IFSCloud, assyst Version 11.8.4)When an Assyst user logs an event via assystWEB, the resulting ticket has both the Assigned Service Department and Assigned User fields left blank. The default available action is “Reassign Event.”We would like to understand whether this behaviour can be configured so that, when an event is logged via assystWEB, the Assigned Service Department and Assigned User are automatically populated with the service department and user account that is currently logged into assystWEB. Reassignment would then be performed only where required as a secondary action.The expected exception to this behaviour is where an End User logs a ticket via assystNET (self‑service portal). In that scenario, we would expect the existing service catalogue–driven default assignment logic to remain unchanged, allowing Service Desk staff to triage and reassign tickets as part of normal self‑service handling. Addit

Is it possible to show the name and/or shortCode (name) of Items in the Product Tree Data Explorer in assystWeb? Currently, it seems that only the shortCode is displayed at the Item level in the hierarchy, while the parent levels show only the name.To illustrate There does not seem to be much detail about this in the wiki, and I haven’t been able to find any system parameter or user preference that can be toggled to change this behaviour. Does anyone have additional information on this?For reference: https://wiki.axiossystems.com/assyst24R2Wiki/index.php/Data_ExplorersIs this something that is currently possible, or would it need to be raised as an idea? We are using assyst 24R2.

Hi all,We are currently using the standard searchable entities in assystNET when searching for the Affected User (e.g., Name, Department, Section, Building, etc.).We would like to check if it is possible to extend or customize these searchable entities specifically for the Affected User lookup.In particular:Can we add additional searchable fields/entities to this search dialog? Is it possible to include custom fields in the Affected User search? Are there any configuration options or best practices to enhance this search capability?Our goal is to improve the search experience and make it more flexible based on business needs.Any guidance or documentation would be highly appreciated.Thanks in advance. 

Can I use a network drive as the source configuration directory for an ETM import rather than a local folder?  I keep getting an error so I was hoping there was a workaround or config setting to allow this.  I need a 3rd party to drop a file in a network folder so ETM can kick off it’s usually processing of an import file.  Is there any other simple solution for this?Thanks!T  

We are pleased to announce that assyst Web 25R2 SU2 has now been released and is available to download from our CDN.  The release continues to address identified problems.The release notes are available from the CDN.

What tools and tech are people using the detect and popular their CMDB system with? We have the Assyst 25R1 versionThanks

Hi Team,we are working on mapping ITOM assets (servers, VMs, databases, storage) to business/application services in assyst CMDB, for example, linking all mail related components under an E-mail Service.Could you share guidance on the best approach, required fields in the Service Catalog, and recommended practices for building these relationships effectively?Currently, we have support for ITOM, and we would like someone to assist us with the CMDB part. Thanks in advance.

I can now confirm that assyst Copilot v2.1 has now been released.  This is available to customers to download from the CDN.  IFS assyst Copilot has been re-implemented using the Azure Agents SDK orchestration model, Microsoft’s recommended replacement that provides enhanced capabilities for agent orchestration, extensibility, and integration with generative AI modelsThe release notes are available from the IFS Community.

We are pleased to announce that assyst Web 25R2 SU1 has now been released and is available to download from our CDN.  The release continues to address identified problems.The release notes are available from the IFS Community.

I am creating a workflow where based on the user request (which generates a parent event) I initiate an authorization task to the manager using contact users. Upon their answer (authorized/not authorized) as this is stamped on an action I have those details (whether it is authorized or not) on the task and not parent event.  Is there a way to populate authorization details (information on authorization, who authorized and when) from task to parent event? 

Hello,I am setting up a workflow process in which I am sending authorization and decision tasks for end users on the assyst NET side. End users can create a request and if this request requires authorization/decision it is automatically generate and send to them. Authorization is usually done by a different person then the original end user requestor. Question: Can original end user requestor see/view who is the authorizer/decision maker? How to populate this information to the request?

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?

I’m wondering if anyone has a way to create Dynamic Decision Tasks?  I'd like to set up a Tiered-Approval process where a Decision task gets assigned to the affected users manager.  Then if that Decision task is approved, another Decision Task would be launched and assigned to the manager of the affected users manager and so on until it reaches an assigned user with no manager. I found this in the wiki (https://wiki.axiossystems.com/assyst25R1Wiki/index.php/Answers_Form#:~:text=will%20be%20ignored.-,Reassign%20Expression,-This%20field%20allows). I’ve created a Decision Task with the following Reassign expression.if(1=1,propertyset(assignedUserId=$new.assignedUser.manager.id, assignedServDeptId=$new.assignedUser.manager.servDept.id),$NO_VALUE) However, when I log a Service Request using this process a second Decision Task does not get logged and I get the following error in the log file.Re-assignment expressions are only valid for Order Level Approval processes. Re-assignment will be ig

I’m wondering if there’s a way to have a Single-Line string field show as currency?  Similar to the following.  

Hello,I’m evaluating a request from our users to have parts of an event form in the Self-Service Portal auto-populated based on a QR code or similar technology, and I need some help to determine if it’s currently possible.The users want quick access to log requests for certain equipment, such as printers, hospital equipment ect. We aim to support this, and were thinking of using QR codes for the equipment, allowing for easier event logging.My immediate idea is to use Deep Linking (Assyst Wiki) and prepare QR codes for use in labeling the equipment. These QR codes would point to a specific service or service offering, along with the specific item ID for the labeled equipment.However, the wiki only mentions deep linking prepopulated forms in the Assyst Portal, not the Self-Service Portal. (The list of examples of values that can be prepopulated in the Assyst Portal is rather limited and does not seem applicable to assystNet)I’ve had no success with attempts at using URL parameters to pas

Does anyone know whether or not it is possible to configure a URL link, so that when clicked from an email it directs the user to a custom form on assystMe and auto populates a specific field with a variable pulled from the originating email?

Good morning/afternoon.I'm not very familiar with the Rest API and currently I’m developing a project that will automate some events in my workspace, and I'm having a hard time retrieving the full description of an event from a request. I can get the short description, the custom fields, and basically every other piece of data I've looked for — but I can't retrieve the full description.I've already tried the following (and other similar) requests:/assystREST/v2/events/{event_id}/assystREST/v2/events/{event_id}?fields=customFields,customFields.singleSelectValue,customFields.systemLookupValue,customFields.multiSelectValues I also know it's probably not under actions, but I tried this as well:/assystREST/v2/actions?eventId={event_id}At the image you can see what I’m looking for. Thank you in advance for your support.