assyst Reporting

Hello Community,During a recent demo call, we raised a question about how other assyst customers capture and report on ticket time across multiple teams and departments throughout the lifecycle of an event.A typical scenario for us might look like this:A ticket is logged with the Service Desk (e.g. ~5 minutes spent triaging and reassigning) The ticket then sits with a technical or resolver team for a longer period Finally, it is reassigned back to the Service Desk for closure (e.g. another ~5 minutes)My assumption is that this data is captured via the action register within the assyst database schema (time recorded against actions and assignments). However, we’ve struggled to surface this information in a meaningful way that clearly reflects:Time spent by each team Multiple assignment hops Overall lifecycle effort versus elapsed timeWe’d be really interested to hear from others in the community:How do you currently capture and report on time spent across different teams for a single ti

Hi everyone,i just started to create my own BiRT report templates by using the latest Version of BiRT 4,20. After some try an error i created a report template which works in the BiRT editor.When i upload the template file to the Assyst report section i get an “invalid File” error message. I also tried to edit an IFS distributed report-template whith no success. Here i get some different error messages like “file is invalid for the report wizard, a minimum of one filter parameter is needed”. When  i edit the file in the BiRT editor and try to save it i get a hint that this fiel was created with an earlier verison of BiRT.Does anyone have an idear how i can create a working template for assyst? Or which version of BiRT i need to create a compatible reportfile? thanks & kind regardsDaniel

Has anyone created a PowerBI report to show incidents that have breeched their Resolution SLA?I can create it easily as a monitor by using the SVD Resolution Breach flag but we only get Resolution Due and Actual Resolution date/times is the Incident Table.Was hoping I could somehow create a filter that would only show me incidents where the Resolution Due date/time was before the Actual Resolution date/time but after trawling the internet I can’t see a way to do this in PowerBI.I could do this really easily with a bit of SQL but PowerBI doesn’t let me define filters as SQL I don’t think.

Does anyone know if there is an ERD for Events (the main table is called Incident) as it seems to be missing from the following wiki page?Entity Relationship Diagrams - assyst11-8Wiki 

I’ve had a request from a Service Department to add a status field to incidents so they can report what stage it is in.I’ve create a custom field on the incident form in Customiser and a lookup containing 4 options: 1.Investigation, 2. Problem Identified, 3.Resolution in Progress, 4. Acceptance & Deployment. All working nicely except I can’t create a monitor that will display the field or filter on certain values.Is there a better way of doing this where our support team can report on the status based on the stages above?

I trying to extract the value of a custom field with property type “l: system lookup”.The lookup_VAL_ID does not seem to match anything in the jptsys_web_lkup_dataAlso what is weird is we are on 11.6.3 and table jptsys_web_cust_prop is not supposed to be removed  11.5 but it is there and it is populated with something!!!here is the SQL that I use to get the “Lookup_val_ID”:(select max(convert(varchar,jc.LOOKUP_VAL_ID))     from  jptsys_web_cust_prop_cont (NOLOCK) jc              left join jptsys_web_cust_prop (NOLOCK) j  on jc.jptsys_web_cust_prop_id=j.jptsys_web_cust_prop_id            left join jptsys_web_lkup_data (nolock) drop_dwn_val on drop_dwn_val.jptsys_web_lkup_data_id = jc.LOOKUP_VAL_ID           left join jptsys_web_lkup (NOLOCK) lkup on drop_dwn_val.jptsys_web_lkup_id = lkup.jptsys_web_lkup_id           where i.incident_id=jc.entity_id            and j.jptsys_web_cust_prop_sc='REGION'      ) AS "Region / Région",

We have a single select field with answers Yes and No, and use visibility expressions to display fields based on the Yes/No selection.  We've found that when (for example) Yes is selected and values are entered for the fields dependent on Yes, if you change your mind and select No, and then enter values for the fields displayed on No, when the form is saved, all the values entered for Yes and No are written to the database. We use powerBI for our reporting and wondered if there was a way to hide these hidden completed fields from the database or if there was a way they do not get written to the database? Below is a snippet from our test database to show an example of this problem.  

I am trying to write a report that extract a custom field with custom property type of ‘l’ which is no longer listed but was part of 5.5 for system fields.In any case it fills a “LOOKUP VALUE ID” which I am trying to look up but the data schema only say“The value of a Custom System lookup field.Introduced in assyst10 SP5.5.” What table(s) are associated with custom System Lookup?

 Hi all,for a customer we produced the following report, which shows the most used products in the last month:Is there a possibility to sort the graph by number of events instead of product name?I can't find any option that allows me to do this in the Group by section of the chart data. Furthermore, is it possible to also sort the detailed table below by count event in ascending order? 

Hi Could anyone support me with ideas for measuring response time? on our system, not all services/incidents forms have “callback Required” checked, also we are using some services heavily on system that services contain Workflow so we want to measure the response for that service since ticket logged to system until first stage on workflow closed 

Does anyone currently utilize PowerBI for their reporting? Would the assyst community find it beneficial to potentially share some of the different templates you've created or structure you’ve put together to present useful and efficient reports?Thought it could be beneficial to center some of that in a community conversation thread as opposed to having to schedule calls with other IFS assyst customers through our account managers etc! Full disclosure we are in the exploratory stages of PowerBI as we transition from on-prem to SaaS with our assyst instance. Very interested in seeing what people have done and built, and of course if anyone is willing to collaborate and share all the better!​​​​​

Hello All, Has anybody before been able to using SQL identify where a ticket is assigned (SVD) to at the point when the ticket has breached?If so would you be kind enough to share this with me

Hi All,Just wondering if anyone has come across this dashboard demonstrated in the assyst Essentials training on the IFS Academy? I appreciate if anyone can advise if this is a custom dashboard or something available out of the box? Best regards,David.

Hi Could anyone recommend report to show the full history of ticket in one page? I need to know how much time ticket spending in each service department 

We have been creating some standard reports in Assyst Web using the report wizard as well as some dashboard reports too.We would like to make those reports available to groups of users. In some cases, those users may only be contact users and in other cases they may also be assyst users as well.I’ve looked through the WIKI and have verified our privilege groups for both end users and support staff have all the required entity privileges. Using the Assyst web report wizard I was able to create, share and publish a report. In Assyst Web I can now see that under my Subscriptions. However, I’m not able to enable the Reporting Menu item on our end user portal to make the report available there. (1). Has anyone setup the Net End User Portal to enable the reporting menu icon/item and if so what controls that?(2). Has anyone figured out how to get published & scheduled reports to email users once run?(3). When you publish your report to contact users, can I assume they see all the subscrib

Hi everyone, is there I way (without external reporting) to report on Assyst elements that are not Events, such as SVDs, Services, groups, etc. This would be useful for housekeeping, update and/or migrations. Thank you.

Hi, we’re running on-prem Assyst 10sp7 and I need to run some stats against change, request and incident numbers and resolution times.I’ve tried using the reporting section but not getting the level of detail I need from the reports available to me. I thought I would just download the raw data into excel and create some pivot tables but the event search seems to be limited to 4000 records. Is there another way I can create these reports or get the raw data out?ThanksMatt

We have several Fixed-format reports we would like to have exportable.  Currently, users of the report only have the option to print the results to a PDF format.  Because we are a SaaS customer, we do not have access to the internal functions of BIRT, SQL, or the reporting server.  I’m hoping there is a setting I may have missed.  Thanks!

We are currently going through the installation of the assyst chatbot in our test system, and are starting to think about how we can report on user interactions with the chatbot.Would any existing customers of the chatbot be able to suggest the best way on how the report on the efficiency of chatbot interactions? So interactions that result in events being logged but more so the interactions that do not result in events being logged. The desire being to identify gaps in Chatbot responses or to highlight the most common types of questions/language used by users looking for services.We are an on premise assyst customer 11.5.Thank you

Hello - We are using AssystWEB 11.1 and need a report that shows the remarks for just one action type. I can’t find a canned report for this. Any suggestions? Thanks in advance.

I am trying to change the data source of a BIRT report (e.g. rptdesign file used by assyst Report Wizard) from our on premise database to the cloud Saas Database, I was using Database URL “jdbc:sqlserver://W-99999-D5E:1523;databaseName=PDRPSQGCG;”and the connection was working fine.But now I was told to use “jdbc:sqlserver://cac-99301-axios.secondary.database.windows.net:1433;database=99301;” as an example but it fails the connection. I tried various combinations but still no success.IFS Support was not able to help other than we were able to test the connection tot he database using SSMS so all indication points to the BIST data source to be incorrectly specified.Does anyone have the proper info to setup the the connection?