assyst General

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:  

Apologies if this already exists, but I can’t find it in the Wiki, at least for the Assyst version we are on.Can we add a column to the Knowledge Search results table showing whether the KP is available to contact users? If I’m doing a KP search and find a KP I want to send to my user, I need to know if the KP is available to Contact Users before I send it to the user. The only way I can tell if the KP is available to contact users is to select the KP, go in to Manage/Edit the KP then look for the check in the Available to Contact Users checkbox. This is a waste of time. Can we not just add that as a column in the results table here: It would also be helpful to show that in the header area in the KP view as well: 

What does the assystadmin.war do? How can I access it?

Hi,I cannot find information regarding the possibility to change lane to a ticket through assystREST/assystETM.my idea is a lane “waiting manager approval” and automate the move to next lane when the approval task is closed.has anyone explored a similar scenario?thanks

 I’m rather new to the use of assystREST API, and I do apologize if this is blindingly obvious. I’ve tried using the Assyst wiki assystREST_More_Examples article as a guide, but I’ve come up short. Is it possible to get all attachments from an event using a single rest query?When using the query below the “Event attachments” are returned, however none of the “Action Attachments” are part of this response. GET http://:/assystREST/v2/events/[eventId]/attachments  I have attempted using the actions endpoint, however that does not return any of the “Event Attachments”, and this returns all the actions, not just the attachments. GET http://:/assystREST/v2/actions?eventId=[eventId]&fields

Has anyone been able to customize the output of the $EVENT_DESC ?  I’m trying to make the emails look nicer with HTML formatting but when I add the event descriptions, it shows like this:No description entered. See Additional Information. <==# ADDITIONAL INFORMATION (DO NOT EDIT) #= ** Area Office Corner Brook, NL ** Your position: *whatever chosen* 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 #==> I’d like to possibly add it in list or at least one line per question as well as not show the questions empty questions, only show the que

Hi all,We are attempting to host the IFS Assyst server locally using JBOSS EAP.After completing the installation process, we started both the Windows service and the server.However, when we try to access the server through localhost, we encounter an application error:Error: "The requested resource could not be found, e.g., incorrect URL specified."Installed applications and versions:jboss-eap-7.4.0 assyst Web 11.5.2 Build 12554 JDK 8Does anyone know the possible cause of this error and how to resolve it? Thanks.

I’m new to IFS Assyst. Getting the app from another department who wasn’t very proficient with it either.My terminology will probably be way off, so sorry.Currently we have close to 100 mailboxes controlling request workflows. If this the correct method?With M365 we have to pay per account for Exchange licenses. Is there a way around using licenses?

Has anyone had issues re-installing assyst following the change of their SQL admin details? We have recently changed ours and are having issues following the install. The only thing that has changed is the password to connect to the database, during the install a Test Connection succeeds. Upon starting the assyst service the assystEAR file failed in the deployments folder. We are getting logs on the SQL server that a connection is failing due to Password not matching, reverting the password and reinstalling assyst against the previous details works. has anyone got any ideas? Is the previous password getting cached anywhere?

I'm having some issues trying to understand how to use Model item during item creation. Are there extra steps that must be performed for it to take effect? Are there any limitations as to how items are created when the model item is acctualy used? Assyst GUI, Assyst REST API, Assyst ETM?  I'm currently using assyst 11.8.3, but am also interested to know if there are changes in this area in 24R2. 

We would like some functionality that shows an overview of which Knowledge Articles are connected to any specific Item. This would improve the efficacy and efficiency of our Support desk, as they could easily view all Knowledge Articles of an Item, which a user is reporting an issue or question on. This could for example be an extension in the Impact Explorer, or built upon the same logic and GUI.

How to remove Support tab - menu options (left-hand side) for ALL USERS.  We are using assyst 11.5  

Is there a way to have the “Action History” and “Links” panels on an assyst ticket expanded by default?  Thanks! 

I tried to update the column profile for linked items in the event view or in the monitor, but I couldn't find anything in the wiki or system parameters.Has anyone ever tried to change this setting?"Any help is appreciated.Thanks in advance

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.  

Hi All, I have issue with event builder as following: However, when I submit a new service and select the item in the picture, the assigned SD does not change to what I need.Please, if you have a suggestion, let me know.Best Regards.

Hello. I am wondering if anyone has any experience, or if it is possible to configure assyst to use something other than the shortcode of the assyst user to authenticate to assystWeb. In our environment, we use the AD sAMAccountName as the shortcode for the assyst user account, but because we are authenticating to more than one AD structure, this value is not always unique. We’d prefer to use the email address to authenticate (using Azure SAML), but don’t want to update the shortcodes of all of our assyst accounts.Is there a way to tell assyst to authenticate using the email address or another field, instead of shortcode (for assystWeb only)? I was not able to find any information on this in the wiki or documentation.Thanks. 

Hello!I have a problem with assyst version 11.7.3, where the tool is slow and has performance issues.The error message in the logs is:2024-11-07 14:07:54,718 WARN [org.apache.struts.action.RequestProcessor] (default task-1) Unhandled Exception thrown: class javax.servlet.ServletException2024-11-07 14:07:54,734 ERROR [io.undertow.request] (default task-1) UT005023: Exception handling request to /assystweb/login/login.do: java.lang.RuntimeException: javax.servlet.ServletException: Request[/login/login] does not contain handler parameter named 'dispatch'. This may be caused by whitespace in the label text. at io.undertow.servlet.handlers.security.ServletFormAuthenticationMechanism.servePage(ServletFormAuthenticationMechanism.java:172) at io.undertow.security.impl.FormAuthenticationMechanism.sendChallenge(FormAuthenticationMechanism.java:183) at com.axiossystems.assyst.security.servletExtension.DelegatingAuthentic at io.undertow.security.impl.Securi

The upcoming update on November 26 brings several powerful new features and enhancements that will help boost your business’ productivity, security, and service experience.IFS assyst 24R2 will enable your organization to:Offer smarter, faster service with Industrial AI Smart assyst - Event Summarization Smart assyst - Suggested Assignment Boost productivity For service agents with the new UI of Event Monitor For end-users and administrators with form customization improvements For service owners through improved reporting  Scale with confidence Optimized ITOM: Better control and visibility of your Microsoft 365 environment Enhanced REST and iPaaS ETM capabilities: Ensure reliable, secure operations  Streamline HR service workflows HR Service Management for IFS Cloud HCM Join us for a webinar on

While testing, our team has found an issue with SLA Resolution Times.SLA “Core-Critical Service” has Resolve Time as 30 days. On Testing we found that it’s not 30 Business Days instead it’s 30 Calendar Days.What changes can we make to setup this to 30 Business Days?Request you to please check this.

We are looking at using the Activities in my calendar in assyst to enter when we are on holiday so tickets are not assigned directly when we are not working. However we have automated processed that assign individuals calls and we don't want these to stop when a user is marked as unavailable. Can you configure certain assyst web users to overwrite this unavailability to the automated calls are still logged?