assyst General

General questions regarding IFS assyst.

  • 295 Topics
  • 699 Replies

295 Topics

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
A
Sidekick (Customer)
AbdullahSidekick (Customer)
asked in assyst General

Resolve Service Requests in Bulk

Hello  Are there a method to resolve and close all active SR,CR,Incidents. that are attached with a workflow without closing each task manually?, So I have found dozen of unresolved incidents, Service Requests, and incidents, which was resolved but the tasks were not updated (resolved/closed) I couldn’t do a bulk change on them given the fact that all of them have multiple unresolved tasks  Currently the only way to close the requests with one click is through state actions >> Withdraw  but unfortunately that doesn’t meet our requirements to complete the workflow as it withdraw the process and closes the record as withdrawn, is there anything similar that automate the process and resolve all the tasks it would even be better if it continue the workflow.   alternatively is it possible to create any type of automation on Assyst that does this? any ideas would be appreciated. Action Processor/ AssystETM, I am aiming to make it available for end-users   

7
A
Sidekick (Customer)
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
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)
10 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
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)
10 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)
10 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
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)
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
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
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)
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
C
Sidekick (Customer)
ChrisButtersSidekick (Customer)
asked in assyst General

Extracting data from Email Body to Import into Custom Field via assystETM

Can anyone please give me some guidance. Basically what I am trying to is process an email via assystETM to log a ticket against a specific service offering, this service offering will have custom fields which I want to populate with data from the body of the email.So for example I want to take the string after the text Name: from the email body to populate a single string value custom field in my Service Offering form, the field name shortcode is FULLNAME.In my data mapper in assystETM I have added the below The ticket is successfully logging against the correct custom form and service offering, however when I am trying to populate the custom field whatever I am trying is not working and field remains blank. Has anyone done something similar? If so can you please tell me what I am doing wrong and offer a bit of guidance.

2
C
Sidekick (Customer)
10 months ago
M
Sidekick (Customer)
moconnor1Sidekick (Customer)
asked in assyst General

Access workflow help

Looking for help based on user feedback regarding our access workflows.Currently we utilize a workflow with 3 stages:-Stage 1: Two tasks for initial account reservation and ad setup-Stage 2: Additional application setup driven purely by dynamic tasks (potentially up to 23)-Stage 3: Final setup for a dynamic task if the user is a physician/clinician-Stage 4: Empty stage to complete process What we’re wanting to figure out is a way for us to not need all of these tasks in a workflow that is so linear and can potentially drag out the provisioning process given the sheer volume that can occur. AN idea was had to offer users ability to bundle an application access request that doesn’t generate a dynamic task but a single standalone request to the applicaiton owner. This way the overall process isnt impaired and the affected/reporting user can get a clear notification for whatever specific application access has been provisioned.Has anyone done something similar that isn’t a workflow but bun

0
M
Sidekick (Customer)
10 months ago
M
Sidekick (Customer)
moconnor1Sidekick (Customer)
asked in assyst General

Service Request Bundle

Would anyone have some time to go over with me their configuration/setup for service request bundles that aren’t related to procurement?  I’m trying to understand the best setup for bundles of things relative to application access etc vs an extensive workflow off of a single service request. Thanks!

1
C
Hero (Employee)
7 months ago
E
Do Gooder (Customer)
ewanwilsonDo Gooder (Customer)
asked in assyst General

set up workmanager

hi i am hoping someone out in the community can assist with thiswe have recently go assyst in our workplace and we would like to start using work manageri am having issues with setting up the column profiles8 to do according to what i have readthey are located :- administrationsystem parameters   its missing a value i do not know what i should put as a value can anyone help thank you ewan wilson

1
A
Do Gooder (Employee)
10 months ago
A
Do Gooder (Customer)
Alex IvkovicDo Gooder (Customer)
asked in assyst General

Mobile interface for agents

We are trying various methods to enable agents to handle tickets from their mobile devices and have not had a lot of success. I was wondering if anyone could share what they are using for this purpose.We are having the best luck using the desktop version of assystweb but it requires a lot of pinching and zooming 

4
Arnaud Le Tollec
Do Gooder (Employee)
10 months ago
J
Sidekick (Customer)
jdavidyoung07Sidekick (Customer)
asked in assyst General

Mirrored Service Offerings

Hi, I was wondering if anyone could tell me or point me towards documentation that explains how mirrored service offerings are setup in assyst? By mirrored, I am referring to different individual service offerings that are an exact copy of each other. For instance, changing one copy will automatically update the second copy accordingly. We have some old service offerings setup like this at my organization, but I cannot find any documentation on the subject. We are using assyst 11.2.3. Thanks!

3
J
Sidekick (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
S
Do Gooder (Customer)
simardlDo Gooder (Customer)
asked in assyst General

How do I get discontinued item using the REST API

Trying to get a discontinued item.but when I use GET  "https://????/assystREST/v2/items?shortCode=abcitem” it fails if the item “abcitem” is discontinued but succeed if it is not.

1
A
Hero (Employee)
11 months ago
A
Do Gooder (Customer)
Alex IvkovicDo Gooder (Customer)
asked in assyst General

Copying users on events

My users often want to copy their supervisor or another user on a ticket so they can follow the process. Is there any way to enable that functionality? 

1
C
Hero (Employee)
11 months ago
P
Do Gooder (Customer)
PerkinsJDo Gooder (Customer)
asked in assyst General

Sort Order for Web Tutorial (Left Pane) in AssystWEB 11.4

Our Web Tutorial section of the Assyst Web Homepage has a list of Knowledge procedures that appear in a near-random order.  Is there a parameter or setting that determines what order this procedures are displayed?  Ideally, we would like to have them in alphabetical order, but also add “New” procedures at the top for a determined amount of time.

2
P
Do Gooder (Customer)
2 months ago
ckmyers
Do Gooder (Customer)
ckmyersDo Gooder (Customer)
asked in assyst General

Can a Process an use External Spreadsheet/Database

Hello again,Unfortunately in my role I’m not an assyst Admin and I’m kept an arms length away from the staff that do the work, so I have to research and determine a solution then put in my request.I’m trying to see if a process can get data from an external source. The reason for the external source is it a profile for user access, which contains many different profiles, that change frequently. As such we don’t want to inundate the assyst Admin to change a process or assystNET form each time there’s a change. My idea is that a manger would complete an assystNET with the required information, then assytNET function would pull the date from the external source, then add it to the task. When the task is assinged to the support team all the information is already included and they don’t have to manually look it up. Thanks in advance to those who check it out and don’t respond.C.

1
S
Hero (Customer)
11 months ago

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