assyst General

General questions regarding IFS assyst.

  • 296 Topics
  • 699 Replies

296 Topics

R
Do Gooder (Customer)
robhuttenDo Gooder (Customer)
asked in assyst General

Event monitor for unassigned tickets in assyst?

Hi - I’d like to set up a monitor to list unassigned tickets in my SVD’s queue. Can’t figure it out. Anyone? Thanks.

3
jyork
Sidekick (Customer)
3 days ago
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General

Opening a workflow task on the Required By Date

Hi Team, We have a requirement where for a Service Request we want to open a task on the “Required By” date of the Service Request. Is there a way to a have a condition on a task in Process Designer to open it on the “Required By” Date? Thanks & Regards,Manish Verma

3
K
Hero (Customer)
3 days ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

Updating Contact user information based on event logging form data

Hello, Recently part of our staff contacted our team asking for help with contact users telephone numbers. They told us that since the begining of the pandemic a lot of users are working from home and telephone numbers present in assyst are not up to date anymore. We tought of clearing the current data and make telephone number visible and mandatory in event logging forms. However, I could not find a bult-in mechanism to update contact user’s telephone number based after that person just logged a new event with a new value for their telephone number. Is there a bult-in mechanism to enable this or should I customize this? 

2
O
Do Gooder (Customer)
1 year ago
M
Do Gooder (Customer)
Manish VermaDo Gooder (Customer)
asked in assyst General

How to fetch Linked Event Group Id in ETM

I have a requirement to link a newly created Service Request to existing Service Request using ETM. Complete process:I am triggering an ETM Channel on a task of Service Request. From this ETM Channel I am creating a new Service Request. Everything is working fine.The only issue is that I am not able to link this new Service Request with existing Service Request.Please help.

2
M
Do Gooder (Customer)
1 year ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

Configuring assign action type as email action for self service

Hello. I’d like to replace smart mail with email action for managing email templates and so on. I noticed that it works fine for actions starting from assyst Portal. However, I could not replicate such behavior for events logged from self service portal by end users. My guess is that when contact users are logging events, they do not select an email template. Nonetheless, if there’s something like a system parameter for such use case, I guess we’d be able to substitute Smart Mail with Email Actions.Am I right or is there something else I should know?

2
O
Do Gooder (Customer)
1 year ago
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General

Populate single lookup custom field in assystETM

Good day,We’ve been looking to import data into custom fields on Items. The wiki is very, very detailed for the Data Mapper, but there does not appear to be an example of how to update the value of a shared field (let alone, in our case, a single lookup field).Below is what we had come up with. assystETM recognizes our custom Item field, RESOLUTION-PROGRESS, but we do not know how to tell it to import the data for that field, as there are no fields to specify this. Clearly, we are missing something.  Can anyone give us a hint or direct us to an example for updating custom item fields? Really appreciate it,...Donovan

2
dlong
Sidekick (Customer)
1 year ago
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General

Data Management

Good day, As we’ve continued to improve the quantity and quality of the application data held in our CMDB, we’ve added additional fields to our Item form. We want to be able to import data to these new fields to support decision making for risky applications, etc.When we upgraded to assyst 11.4.1, we gained the ability to use assystETM, which is great. In looking at the DMW interface, it appears there is no way to create/update customized fields. I am wondering if perhaps I am overlooking something, or if there is another recommended way we can mass import data  (usually as a one time thing to move towards keeping the information updated in assyst). Thanks so much,...Donovan

2
dlong
Sidekick (Customer)
1 year ago
R
Do Gooder (Customer)
rferrariDo Gooder (Customer)
asked in assyst General

Exposing attachments in workflow tasks to assystNet

assyst v11.4Currently, when a Decision Task is received by an end user (via assystNet) they can go into the system and approve/decline the task.  For managerial authorizations (e.g. equipment or access requests) this is fine.  But when it comes to change requests that have a workflow the approver can’t see the attachments unless they are on the parent (“R”) ticket.  This is problematic because files such as test results can be buried in a UAT decision task.  So we are asking the approver to review a change request but they can’t see important documents such as test results or impact assessments.  We have trained our IT (assystWeb) users to attach documents to the parent ticket but often the UAT tasks are actually decision tasks completed by end users via assystNet.Can the assystNet portal be modified to expose all attachments in the workflow regardless of where they are?  Otherwise, I believe we are nullifying the credibility of the approval.If someone has a solution for this, I’m all

2
L
Sidekick (Customer)
1 year ago
D
Do Gooder (Customer)
DuncanKDo Gooder (Customer)
asked in assyst General

Contac User lookup filter failing on custom forms with large number of custom fields

Hello all.We have encountered an issue where a lookup filter expression on one of our custom forms is failing after adding some additional custom fields to the form. We know that the expression is valid as it is in use on numerous other forms, and was working up until we added the additional fields.In assystNet, when clicking on the magnifying glass to bring up the contact user search, there is an error that the lookup failed.  The expression is:select usr.id from usr as usr where usr.csg.shortCode = 'HEALTH' and usr.usr_flag1 = 'APPROVER' According to IFS, there is no limit to the number of custom fields that can be on a form, however this issue occurrs after increasing the number of fields from 236 (expression works) to 239 (expression fails). If we remove the filter expression from the field, the lookup works. We have raised this issue with IFS but they have not been able to provide any guidance. Has anyone else seen this or a similar issue, and if so, what was the resolution? Thank

2
D
Do Gooder (Customer)
1 year ago
SGrant89
Hero (Employee)
SGrant89Hero (Employee)
asked in assyst General

Getting the selected decision answer of a decision task using assystREST

Is there any possibility to get the selected Decision Answer of a Decision Task using assystREST? From playing around with the API, I can get the Attached Decision Answers on the Decision Task event, but I can't find any easy way to see which one was selected. I also had a look at the Actions schema which includes a Decision field, but it seems like this is only used when taking a Decision action via REST, and doesn't return a value after the fact.

2
SGrant89
Hero (Employee)
1 year ago
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General

Search for empty date?

Good day, Is it possible to do an Item Search on a custom field in assyst, using the Item Monitor, to find Items that do not have a date specified? A search with a blank date returns an error, which leads me to wonder if this search should normally work. assyst Version: assyst 11.4.1 Build: 12405 Date built: 07 February 2022 06:15:33   Thanks,…Donovan

2
M
Do Gooder (Customer)
1 year ago
W
Do Gooder (Customer)
WilkieIDo Gooder (Customer)
asked in assyst General

ASSYST Logo Customise

Just a small customisation question - I am running multi-instances of ASSYST (10.7.5) and need to make a clear distinction between PROD and NON PROD environments. I’m hoping someone can point me in the direction for customising the separate landing pages accordingly - including the logo -?

2
W
Do Gooder (Customer)
1 year ago
S
Hero (Customer)
Steve MillerHero (Customer)
asked in assyst General

Event Monitor - Details - Date Format

Hi Community. I’m trying to chase a legacy UI issue that I have open and am hoping you might be able to signpost me.We have an element displaying the US style date format (MM/dd/yy) within the details pane of the event monitor page (pictured below). The seems to relate  exclusively to custom fields marked ‘Public’.assystWeb details paneEvent monitor dates are displaying correctly….assystWeb event monitor - date logged column...as are date drop downs on forms…assystWeb date dropdown field We have…confirmed the browser location and language settings, changed the client.date.displayformat and rest.client.date.displayformat labels to dd/MM/yy, confirmed the user preferences ‘Time Zone’ is set to Europe/ London.Any help you could provide would be appreciated, this is causing some confusion as here in the UK we use the format dd/MM/yy.

2
S
Hero (Customer)
1 year ago
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General

Search keywords end users are entering in assystNET

Is there a way to see what keywords end users are entering in the search bar when they are in AssystNET?   

2
Robert Wood
Hero (Employee)
1 year ago
R
Do Gooder (Customer)
RyanL22Do Gooder (Customer)
asked in assyst General

assyst images on 11.4 / 11.5

Just upgraded from 11.3 to 11.4 (and now to 11.5), and it looks like the built in images are not working in the portal. It looks like all images are still loading from the assystimages folder on the server, which we are trying to move away from. Have tried many things, including what looks to be a related KB article, but I have not had any luck. Anyone have any suggestions?

2
McrPauloV
Do Gooder (Customer)
1 year ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

Recommended approach for automatically notifying aditional contact users for certain event types

Hello! We’re using assyst in our Problem Management process and the process owner asked us to make assyst notify him whenever new problems are logged, besides the affected user, which typically is someone else in the IT staff.Initially I had the idea of customizing the Lua script which is invoked for all assign actions and add that custom logic there. However, that felt very hacky-ish and not easily maintainable.After that, I tried to customize the Problem form and add one aditional user by default (the aforementioned process owner), but this does not seem to be possible with customizer. Any recommendations besides modifying the Lua script?

2
O
Do Gooder (Customer)
1 year ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

How do you handle new required fields in pre-existing service offering forms?

Hello, Recently we’ve updated a custom form to include a new field which was made required in a form  referenced by some of our service requests.However, some of our contact users started complaining that they could not log an event anymore, because it was just shown “An error ocurred.”Almost every time we checked, it was a cache problem, but for two of those users, who use Firefox, even after clearing all the browser data, the new mandatory field never appeared.We ended up reverting the mandatory substituion of that field in Customizer, but I was wondering: given the nature of this issue, which mostly is dependend on end-user browser configuration, do you have any tips or advice on how to smoothly introduce this kind of changes? I was wondering if configuring JBoss cache control to avoid cache would be a good idea, but not sure it would work and even how to test it.Regards,Otmar 

2
O
Do Gooder (Customer)
1 year ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General

Wrong SLA resolution time after updating holiday plan

Hello,I’ve noticed that when a holiday is removed from a holiday plan, extra SLA time is added to events which were open before the date of the just removed holiday. For example, let’s suppose event X was logged on april 30th (2022-04-30) and there’s a holiday on may, 1st (2022-05-01).  On may 3rd (2022-05-03) the holiday plan of the event’s SLA gets updated and may,1st is removed from the holiday plan.On may 4th (2022-05-04) event X is resolved and closed and its resolution time will take into account may 1st working hours, despite its clock effectively being stopped as of may 1st. I know this example is somewhat extreme, but we noticed that effect on long standing tickets, which take more time to be resolved. I guess that’s because the resolution time is calculated when the event is resolved, taking into account only the current holiday plan. Holidays which were in place when the event was open, but were removed from the holiday plan before its closure will have the corresponding tim

2
O
Do Gooder (Customer)
1 year ago
A
Do Gooder
abel2Do Gooder
asked in assyst General

How can i prevent a department from closing an event?

Hi,Our company just started to use assystnet and assystweb, and i was wondring on how to make a specfic deparment responsible  from assign and close the events and prevent the other department from doing soand how to take traning in assystweb and assystnet.Thanks for the help

2
A
Do Gooder
1 year ago
A
Do Gooder (Customer)
aschrageDo Gooder (Customer)
asked in assyst General

POST Operations for Events with Assyst API

We’ve been experimenting with the API and we’re wondering if there is an example of a POST request for an Event. The documentation on https://wiki.axiossystems.com/assyst11-3Wiki/index.php/Integrations:assystREST#Requests shows what the format of the request would look like but not all the required fields. I have looked through the resource schema on to find what fields are mandatory on events, every single field under events has a minOccurs attribute so that leads me to believe that none of the fields are mandatory? It would help our understanding to see an example of a POST request for an event with all of the mandatory fields. Where could we find one for reference?

2
A
Hero (Employee)
1 year ago
M
Do Gooder (Customer)
MarionMahrDo Gooder (Customer)
asked in assyst General

Priority-Icon not visible in any event search

Hi,we need to see the icons of the priority of events. We managed to upload them and see them in the priority-formular, but we don’t see them in the search- or workbench websites.What is missing?We are running on 11.3. but will change to 11.5, soon. I followed  11.5. documentation is the same as the old version: https://wiki.axiossystems.com/assyst11-5Wiki/index.php/Specifying_Event_Search_Icons_for_Impact,_Urgency_and_Priorityand checked the parameter “Image Upload Allowed File Extensions”and did a new log-in.There is no picture/icon in the search-column: ‘priority icon’.Please helpRegardsMarion 

2
M
Do Gooder (Customer)
1 year ago
M
Sidekick (Customer)
moconnor1Sidekick (Customer)
asked in assyst General

Generating a webhook out of assyst

Does anyone here utilize a webhook?I cannot find anything in the wiki relative to being able to do so.  Any help? We have a POC from a vendor and they are asking us to deliver a json payload via webhook from assyst for a simple demo and I’m struggling to find a way to make that happen.Thanks!

2
Robert Wood
Hero (Employee)
1 year ago
jadv
Do Gooder (Customer)
jadvDo Gooder (Customer)
asked in assyst General

Is there a way to remove columns from Item Lookup field in self-service portal (assyst 11.4)

I’m wondering if there is a way to hide the “Shortcode” and “CSG” fields in the search box that pops up when doing an Item lookup. This is on a form in assyst that is accessed by end users through the self-service portal (currently running version 11.4.2). All I would like our end users to see is the Name field.    

2
jadv
Do Gooder (Customer)
1 year ago
R
Do Gooder (Customer)
richvhccDo Gooder (Customer)
asked in assyst General

Customiser form building - category lookup?

Hi everyoneI’m pretty new to Assyst and wondered if anyone has found a workaround to the below issue I’m having?Within a Customiser form I need to create a visibility expression that looks at the system’s ‘Category’ field. IFS have told me that you cannot use system’s fields for this, so something like $W("Lookup Field")="Category Value 1" would not work.I am aware that I can create a Custom Lookup list, but this will not work for us as we need to use the Items and Category within the Event Builder to auto-route tickets to specific teams. Hopefully that makes sense and someone out there has found a way to make this work.Many thanks.Rich

2
S
Hero (Customer)
1 year ago
A
Do Gooder (Customer)
AlbertoDo Gooder (Customer)
asked in assyst General

query events with system custom fields (items)

HI all,I need to write a query that will extract some events with system custom fields (items). I found some exemples here on the wiki, but not regarding item system custom filedshttps://wiki.axiossystems.com/assyst11-5Wiki/index.php/Installation:Database_Schema_for_Additional_Custom_Fields#Retrieving_values_of_custom_fields Can anyone help me? thanks!

2
M
Hero (Employee)
1 year ago

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