assyst General

General questions regarding IFS assyst.

  • 289 Topics
  • 685 Replies

289 Topics

M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Missing names in my Delegations

We have run into situations where an end user is trying to add another end user as their Delegate using the self-service portal but the persons name never shows up to select when searching. I verified the contact user and assyst alias user records are created correctly and also verified that they have event Privilege = Delegation as part of the privilege group on the user alias record.We have other people that are able to add delegates without issues, but in some cases valid user names are not selectable for some reason.Has anyone run into this before and is so what was the root cause?

6
M
Do Gooder (Customer)
9 months ago
T
Sidekick (Customer)
TMurphyNS
asked in assyst General

ETM - Rows Above Header Row

Hi all,I’m pretty sure this is a No, but I will ask anyway ...Is there any way for ETM to ignore rows above the header row in the import file when processing?  So my file looks like … I am guessing it will have to be manually cleaned before importing into ETM but I was hoping there might be a workaround.Thanks!Trevor

1
D
Do Gooder (Employee)
9 months ago
T
Sidekick (Customer)
TMurphyNS
asked in assyst General

assyst ETM - Record to Update using Custom Field

Hi everyone, I need to update a record in ETM based on a custom form field.  In the below example the custom field is called ASSET-TAG.  It first searches for a Serial Number and if not found I want to search by the custom ASSET-TAG field.  Is this possible?  Thanks.T 

5
D
Do Gooder (Employee)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Services & Service Catalog missing from self-service portal

We currently have a situation where our test service catalog is missing on our test end user/self-service portal, while in production it is fine. When we log into the test self-service portal, the entire “Services” Menu option is missing/hidden, while in Production it’s shown.I even tried with my Assyst Admin account and still don’t see services in test.However, if I use my ZZGLOBAL account I see services and the catalog.The service catalog is available fine in Assyst.Web test and production.We're not aware of any changes we made that would cause this. Also, can’t explain why ZZGLOBAL can see Services but no other user, even an administrator can. We only use ZZGLOBAL occasionally and then only for setting up event monitors or query profiles we want to share globally.Has anyone encountered something like this before?Does anyone have an idea what about ZZGLOBAL would be different?  

5
M
Do Gooder (Customer)
9 months ago
R
Do Gooder (Customer)
raza-mqDo Gooder (Customer)
asked in assyst General

Expressions

Please correct me if this expression is wrong ! if ($new.affectedUser.manager.manager.assystUserAlias.shortCode = $NO_VALUE, $CURRENT_VALUE, $new.affectedUser.manager.assystUserAlias.shortCode) This expression is to take approval from Manager of Manager (VP). Thanks

2
A
Hero (Employee)
9 months ago
H
Do Gooder (Customer)
HennepinDevDo Gooder (Customer)
asked in assyst General

IFS 11.5 Multiple Column Layout - Start a New Row

Greetings, I have noticed in assyst 11.5 when you use the start a new row feature on custom fields that the layout does not function as expected. Some fields line up horizontally in a row and some don’t. In the screenshot provided, I checked the “Start a new row” checkbox for the Select HC# in customizer but I did not check the box for the following field “Do you need to order supplies”. I expected this field would line up horizontally or wrap in the DIV. Has anyone else ran into this in 11.5? Is there a workaround?  Regards,Caleb

1
K
Do Gooder (Employee)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Incident SLA Improvements

Even with the use of SLA Expressions, Assyst currently does not correctly measure SLA’s in some situations. For example, if an Incident’s Priority is changed but the assigned Service Department (SVD) stays the same it does not trigger. In our company we have different SLA’s for Priority 1 vs 2 vs 3. It’s very common for an Incident to get assigned to the correct SVD but after initial triage the incident priority is changed.  

2
M
Do Gooder (Customer)
9 months ago
B
Do Gooder (Customer)
bhavuk.chhabraDo Gooder (Customer)
asked in assyst General

Change Record not Clsing after Knowledge Procedure Workflow not working

Hi Everyone, We recently migrated from Knowledge Procedure Basic Life Cycle to Advance Life Cycle , The Workflow after approving the Knowledge procedure is working fine but the change record is not closing at complete stage. Please let me know if someone has faced the similar issue and how it got rectified.  

1
C
Hero (Employee)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

How can contact users be tagged on events so they can watch the progress of work?

How can contact users be tagged on events so they can watch the progress of work.This would be on events that they did not directly submit/create nor would they be assigned the event directly or in a service department they were members of. I saw a previous post from Robert Wood that seemed to indicate this functionality was going to be available in assyst 11.6; however, were currently at version 11.6.1  and I don’t see any functionality on our end user portal or even within assyst web?  I’m not finding any way to follow or tag or add to watchlist?  

2
M
Do Gooder (Customer)
9 months ago
J
Sidekick (Customer)
jdavidyoung07Sidekick (Customer)
asked in assyst General

Service Bundle Error

Hi, I am currently setting up the first sets of service bundles at my organization and I am running into an odd error. Everything is working fine in our development environment, but not in production. When I try submitting a service request from a bundle, I get the following error message in the console:2023-07-17 08:05:50,898 WARN  [com.axiossystems.assyst.domain.events.EventSlaClock] (default task-44) Priority was not matched for and event against the sla =>  [ SlaDto ] ID: 3 ShortCode: CHANGE SLA. No sla response or resolve times can be set for event.assystNet simply states: The requested resource cannot be processed by the underlying application services. I have checked multiple settings related to our SLAs and I can’t seem to figure out what is going wrong. Would anyone be able to help?

2
P
Do Gooder (Employee)
9 months ago
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General

ETM - Approve/Reject decision Task

We have a requirement where we want to Approve and Reject Decision task from ETM.We tried couple of things but getting error:The requested resource cannot be processed by the underlying application services. Type: InternalServerProxyException.CauseThe requested resource cannot be processed by the underlying application services. Type: InternalServerProxyException.

2
M
Do Gooder (Customer)
9 months ago
D
Do Gooder (Customer)
dahmedDo Gooder (Customer)
asked in assyst General

Contact User query

Hi, We have a form which has the following fields: The “Update Manager” is a search field which is using the lookup “CONTACT USER”:  We have users across multiple businesses and it appears the “Update Manager” field is filtering out the users based on the user filling out the form so the user filling out the form only sees users who are part of their business - this works the way we need it to work but I’m not sure how this has been configured as the lookup “CONTACT USER” does not exist in Custom Lookups.We want to create another version of “CONTACT USER” but for the “Update Office” and “Update Department” fields so it would only show offices and departments of the user filling out the form. If possible, we would like to create this based on a users CSG so if a user is part of a particular CSG then they would only see offices and departments that are part of their business.Any help would be greatly appreciated.Kind regards,Danyal Ahmed

1
M
Do Gooder (Employee)
9 months ago
S
Hero (Customer)
Steve MillerHero (Customer)
posted in assyst General

Creating PDFs

One of our service have been asking about case management systems that can (at a designated point in the process) send a service user or a third party a PDF document. Such as a legal or contact doc.  Has anyone ever tried to get assyst to populate a PDF template? Is is even possible?

2
S
Hero (Customer)
9 months ago
P
Do Gooder (Customer)
PerkinsJDo Gooder (Customer)
asked in assyst General

Save as New Question in Assyst Web

When we attempt to create a new RFC event via the “Save as New” feature, we are seeing that the Scheduled Start and End dates are cleared before the final save step.  Is this the normal expected behavior for this feature?  All other fields retain any changes to the form, including the Required Date field.Thanks!Jeremy Perkins 

1
C
Hero (Employee)
9 months ago
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General

ETM - Fetch Open Events based on Assigned User

We have requirement to fetch all Open Events for a particular Assigned User.We have created an ETM channel but it is always giving empty list.

4
M
Do Gooder (Customer)
9 months ago
R
Do Gooder (Customer)
R-CHRISDo Gooder (Customer)
asked in assyst General

ETM DataMapper Variable Search for Product from known Item

Assyst ETM v 1.5Can you please advise if it possible to have a datamapper that searches for a value from a table in the database based on a value in a .csv file, and then reference that later in the data mapper?For example, we have a .csv file that is used to update Items within assyst, and that csv lists the Item shortcode.What I would like to do is identify what the product of that Item is, and then further down the datamapper reference that Product when searching to update the product version from that specific product?I need to do this, as there are a couple products that have the same Product Version in the cmdb, so when this datamapper runs it doesn’t know which product version to apply – so I need to configure the data mapper to target the correct product.

1
SGrant89
Hero (Employee)
9 months ago
R
Do Gooder (Customer)
richvhccDo Gooder (Customer)
posted in assyst General

Hide fields in Customiser forms

I would like a way to set fields to be hidden (in a similar way that Visibility Expressions can be used to show fields). 

5
A
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General

Custom lookup values in French

Hi Team, Could you please let me know how can I get Custom Lookup values in  French from database. I couldn’t find an table for French names of lookup values. Thanks & Regards,Manish Verma

1
Arnaud Le Tollec
Do Gooder (Employee)
9 months ago
N
Do Gooder (Customer)
neha28Do Gooder (Customer)
asked in assyst General

AssystNet Mobile Interface error - 'User Content Parameter is not applicable to Contact Users'

Hello,I’m working on styling of AssystNet Mobile Interface and I’m encountering the below issue. I would really appreciate a solution for this. Whenever am clicking on ‘My Approvals’ under ‘Monitors’ , it is showing an error - ‘User Content Parameter is not applicable to Contact Users’  Instead it should take it to a other page that shows the Approvals of the user. This is working correct on Desktop interface but showing error on mobile interface. Don’t know if this is something to do with privileges.  Please, help solve the problem.Thank you in advance.

1
P
Do Gooder (Employee)
9 months ago
schumacher777
Do Gooder (Customer)
schumacher777Do Gooder (Customer)
asked in assyst General

You do not have permission to take actions of this type on this event

Greetings, I’m working on a ETM Channel trying to take a list of events that are sitting at Pending Close and move them to Close. I’m getting this error:I’ve checked the Action Type (Close*), don’t see anything that would be needed changed.  I checked the user that is “tagged” for this Action, it has two privilege groups.  Checking the privilege groups, both have the “Take Closure Action on Pending Closed Events (Events assigned to)”, which is set to Any. Anyone have ideas of what I’m missing or permissions need to be updated?

1
K
Hero (Customer)
10 months ago
R
Do Gooder (Customer)
R-CHRISDo Gooder (Customer)
posted in assyst General

Configuring assyst Web display to use Dark Mode

To help with accessibility for a few users, we would like to be able to configure assyst so that it can be used in Dark Mode.I have been advised by IFS via Call Ref: 386357 that this is not possible and to submit a new Idea.

2
K
Hero (Customer)
10 months ago
jyork
Sidekick (Customer)
jyorkSidekick (Customer)
asked in assyst General

Add attachments to event via API

Does anyone have an example of adding attachments to an event via the API?  I have the API working to create a new event and return the ID of the event, and I see some notes in the Wiki about how to post an attachment, but that info is very limited on how to actually do it. It only provides the following, with no further details:<attachment>    <name>REST ATTACHMENT</name>    <attachment>iVBORw0KGgoAAAANSUhEUgAAAH0AAAA...</attachment>    <fileName>assyst_logo_ano.png</fileName></attachment>I get what the Name value should be and the filename, but what is the “attachment” value exactly? Is that the path to the file? Is that the file type? Not sure exactly what that is.Thanks in advance.

1
McrPauloV
Do Gooder (Customer)
10 months ago
K
Do Gooder (Customer)
Katakam MaheshDo Gooder (Customer)
asked in assyst General

Conditional Delegation in Assyst

I’m aware of the basic delegation functionality that Assyst offers, where any Contact user can click on their profile and then setup delegations.I have 2 other questions How to restrict the Contact user from assigning delegations of other CSG Contact Users? How to add a condition to delegation?  

1
G
Do Gooder (Employee)
10 months ago
D
Do Gooder (Employee)
deidrerichardsonDo Gooder (Employee)
posted in assyst General

assyst Administrator training now LIVE

Hi everyone, i wanted to let you know that we have just launched the much awaited technical IFS assyst Administrator training via the Academy.  See the post below:https://community.ifs.com/assyst-enablement-383/ifs-assyst-administrator-course-live-26675

5
G
Do Gooder (Partner)
10 months ago
A
Do Gooder (Customer)
alessio.romanDo Gooder (Customer)
asked in assyst General

Change the survey form

Change the survey form so that it is possible to customize responses by applying Net Promoter Score for example or customized responses in addition to the possibility of expanding the number of responses showing or not according to the customer's choices

1
C
Hero (Employee)
10 months ago

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