assyst General

HiIs it currently possible to specify a list of users a user has the ability to execute REST requests on behalf of? As I currently understand it it's only possible to select a list of users who can execute request on behalf of other users, but not specify what users they are allowed to execute on behalf of. While the use of such privileges could potentially be monitored, and thus detect such usage this is reactive, and would not undo any damage performed by a bad actor.  The scenario I'm researching is the misuse of a etm assyst user (who would naturally have broader access  such as delete of assyst users (possibly deleting the admin team's accounts) or editing of privilege groups) to allow for a broad range of etm integrations.  Is this a correct understanding, or is there a method to limit a user to a select list of users they can act on behalf of of? 

Anyone else unable to access IFS software downloads page? https://downloads.axiossystems.com/  

We are working on a project and there is a requirement to create / inject a decision task into an already started process.For example, we have an action called ‘Cancel Request’ that is taken on the Service Request and it can be taken at any point throughout the process. When that action is taken, it currently closes the open task and the aim is to create a decision task with an attached process so that we can change it’s process path.Is anybody doing something like this already? We would be happy to use any method including API / ETM.

Is it possible that certain fields in the request-form appear as mandatory fields that must also be completed before the decision ticket to the request can be closed? Working with locked/unlocked fields does not help, because the decision ticket can also be closed without filling in the field in the request. Thank you for your help!

We are pleased to announce that assyst Web 24R2 Su2 has now been released and is available to download from our CDN.Within this release we have addressed the following issue:P16698 - When the legacy SMTP Mail Processor is used, for example in Email Actions, the processor loads SMTP details in a way that causes them to always be considered disabled, preventing emails from being sentRelease notes can be viewed via the following link.

Hi, I would like to know if IFS already have some dark mode css to use on assystnet and/or assystweb as a new theme. https://wiki.axiossystems.com/assyst11-7Wiki/index.php/Themes_Form

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.

Is there a way to increase the height of a custom multi-line string field so that it acts similar to the default Description field?  The Description field expands to a larger size and then at some point adds a scroll bar. Currently the custom multi-line field only shows 4 lines of text and then adds the scroll bar. It would be great to have the multi-line string field expand vertically to show more than 4 lines of text before adding the scroll bar. We are running assyst 11.6.3.  Thanks!  

Hi,We’ve installed assyst 24R2 in our Dev environment to do some testing prior to upgrading our Production instance.  Our Dev environment uses database authentication with a SQL Server database.The majority of our users have an email address (e.g. john.smith@ourcompany.com) as their short code.Since the upgrade whenever a user with an email address as a short code attempts to log into assyst they are getting the following error message. “The username or password are incorrect.” The server.log file shows the following.2025-02-13 07:50:55,468 WARN  [com.axiossystems.assyst.domain.security.authentication.AssystAuthenticator] (default task-29) getAccountUser 'JOHN.SMITH' does not have an account.2025-02-13 07:50:55,468 ERROR [com.axiossystems.assyst.domain.security.authentication.AssystAuthenticator] (default task-29) authenticateUser 'Exception' thrown: getAccountUser 'JOHN.SMITH' does not have an acc

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: ~700,000In 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: ~3,900,000Furthermore, 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

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 REG

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 maxle

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

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 Wo

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 t

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: