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assyst General

General questions regarding IFS assyst.

  • 424 Topics
  • 958 Replies
424 Topics
M
Do Gooder (Customer)
ManafOmari01
asked in assyst General
Get Decision Answers

Kindly suggest a substitute keyword we can use to identify the appropriate response on the decision ticket.

874
R
Hero (Employee)
J
Do Gooder (Customer)
JProvencherDo Gooder (Customer)
asked in assyst General
Can the assystWEB top search bar be restricted on CSGs?

(Sorry if I didn’t select the appropriate forum. I wanted to post my topic under assyst General, but didn’t find it)We are using assyst 11.7.2.We are currently working on the implementation of Customer Service Groups (CSGs) since we want HR tickets to be visible only to HR folks.We noticed that the assystWEB top search bar was still showing HR tickets in the results even if the user was not part of the HR CSG. Is it possible to update the search server so an assyst user can only see tickets of his CSGs?Thank you,Jérémie

592
J
Do Gooder (Customer)
R
Sidekick (Customer)
Richard EllingsenSidekick (Customer)
asked in assyst General
Reference specific custom fields for email actions

Hi!I have a question about using action templates and referring to custom fields on an event logging form. TLDR: Is there an easy way to get the value and/or shortCode from a specific customField, either by making VTLs in substitution keywords, or directly in an action template? I’m lookint for something similar to how visibility expressions can refer to a custom fields, and if possible how to get a list from multi-select fields.  Some context:Today a lot of time is spent on copy-paste from Assyst to Outlook when our IT users have to send email from certain postboxes, such as when comunicating with certain suppliers.We want to recude time spent on copy-paste from Assyst by pre populating most or all of the email from data already entered into an event. In this effort, we want to make action templates that create the emails for easy copy-paste into Outlook, and this template then needs to extract some values from a select set of custom fields. The desired outcome would be a reusable sub

70
R
Sidekick (Customer)
J
Do Gooder (Customer)
JeremiasDo Gooder (Customer)
asked in assyst General
Object search in 25R1 only returns 20 results

We recently updated to the version 25R1. Unfortunately, we are now experiencing an issue where all object searches display a maximum of 20 objects as results. We cannot figure out what is causing this. In the previous version, everything worked fine. It seems that a parameter is either new or incorrectly set. Does anyone have an idea what we can check? The IFS support has not been able to assist us so far (which is a bit frustrating). Many thanks for your help!

532
J
Do Gooder (Customer)
CHRISTALM
Sidekick (Customer)
CHRISTALMSidekick (Customer)
asked in assyst General
EVENT_DESC

Is there a way to pull Event Info into an auto generated email when you submit a ticket in assystNET and assystWEB?Currently, our “Thank you” email provides the ticket number etc. and then the Event Description (EVENT_DESC).  The issue with that is that it shows ALL questions in the form even if they were hidden and/or not filled out. The data we want to show in the email are ONLY the questions that were answered (what shows in assystNET once submitted)We just want to hide any unanswered questions in the notification email. Currently, it shows like this:[[INCIDENT DESCRIPTION\DESCRIPTION DE L'INCIDENT]]No description entered. See Additional Information.<==# ADDITIONAL INFORMATION (DO NOT EDIT) #=** CSDN issueCSDN Client Specific Issue (Disability Benefits)** Are you, the requestor part of COD?[empty]** CSDN ID (9-12 digits required)123456879** Client Nametesting** Created on (i.e. YYYY-MM-DD @ HH:MM)[empty]** Create by[empty]** Type (name of document)[empty]** Does the SHRST Evidenc

994
CHRISTALM
Sidekick (Customer)
R
Sidekick (Customer)
R-CHRISSidekick (Customer)
asked in assyst General
Pulling info from CI into custom Caption field on assystNet logging form

I have logged an idea for this, but am wondering whether anyone may have a better idea of achieving this?We have a custom logging form that has a custom item lookup, and what I would like to be able to do is provide the user with a short summary of what that item is/does. It doesn’t look like the we are able to amend the column profile that appears in the item lookup so it includes a remarks field from the CMDB, so the only way currently to achieve this is to create a caption field and manually enter the text - but for 100’s of items, this is not feasible. Ideally, what I would like to happen is when an item is selected, the next custom is a caption that is configured dynamically pull through the information stored in the remarks field of that item in the CMDB - only needing 1 caption field instead of 100’s. This currently isn’t possible, and logged an idea for this 5 months ago, still with no solution.Is anyone able to advise if there is a better way to achieve this? Any help is appre

1434
R
Sidekick (Customer)
M
Do Gooder (Partner)
mdezottiDo Gooder (Partner)
asked in assyst General
Item Form - Display Supplier Information

Hi, is it possible to display a read-only field in the Item Form which shows the information that is stored in supplier master data (e.g. Remarks field)? 

282
R
Sidekick (Customer)
M
Do Gooder (Partner)
mdezottiDo Gooder (Partner)
asked in assyst General
Item Form - Computed Fields

Hi everyone,Is it possible in the Item form to compute a field directly while saving the Item, or alternatively via a trigger to the Action Processor?Here’s the scenario:We have two fields:Item End Date Item Notification DaysWe’d like to automatically calculate and keep updated a third field:Item Notification Date = Item End Date - Item Notification DaysThe Item Notification Date should be a read-only field, managed entirely by the system.Has anyone implemented something similar or found a reliable approach to achieve this?Thanks in advance!

485
R
Hero (Employee)
jyork
Sidekick (Customer)
jyorkSidekick (Customer)
posted in assyst General
Allow for Image upload from Service Manager

When creating a new Service Offering in Service Manager, I sometimes have to create a new image to be used for that service offering. To be able to use this new image in Service Manager, I have to go into AssystWeb > Administration > Images and then upload the image.Would it be possible to have that same option in Service Manager as well, so that when I go to add the image, I can just upload it from there? Something as simple as adding the same upload functionality found in AssystWeb.  

91
jyork
Sidekick (Customer)
R
Sidekick (Customer)
Richard EllingsenSidekick (Customer)
asked in assyst General
Info Zone contact user defintion defaults and behaviour

Hello,I have a question regarding how Info Zone retrieves its values from Events, and whether it’s possible to maintain the default behavior while also adding extra fields as requested by our IT users.Defining custom fields works somewhat as expected; however, the behaviour of using system defaults and custom ones are not the same, and I’m having troubles sorting out how to avoid experience reduced functionality compared to the default setup.In my attempts to add custom values to the system parameter that controls this, I’ve ended up losing functionality that our IT users expect and rely on for a smooth workflow. For example, Info Zone normally populates the extension field using values from the Event form, and only falls back to the Contact User form if no values are provided in the Event, this is not the case when using a set of custom definitions. Another important feature I haven’t been able to grasp is how to consitently replicate is the conditional display of rows in Info Zone, a

172
R
Sidekick (Customer)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
assyst Copilot 2.0 now released

We are pleased to announce that assyst Copilot 2.0 has now been released and is available to download from our CDNCopilot 2.0 is the initial release of the standalone IFS assyst Copilot. It has been rewritten to leverage Azure OpenAi and Natural Language Services for intent detection and smart responses.The release notes are available here.

180
Brian Turner
Sidekick (Employee)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
assyst Web 24R2 SU5 now released

We are pleased to announce that assyst Web 24R2 SU5 has now been released and is available to download from our CDN.Release notes can be viewed via the following link.

140
Brian Turner
Sidekick (Employee)
X
Do Gooder (Partner)
XitVindyPDo Gooder (Partner)
asked in assyst General
Implementation Methodology for IFS Assyst

Hi All,Can someone please share whether we can follow the IFS implementation methodology for IFS Assyst implementation? OR Is that different to IFS Implementation methodology?Appreciate your support.Thank you!

130
X
Do Gooder (Partner)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
Application Launcher 1.0.16 released

We are pleased to announce that new version of the assyst Application Launcher, v1.0.16, has been released.  This is backwards compatible with all currently supported versions of assyst. New features include:Network connectivity rewritten to make use of updated APIs. Improved logging on network connection failures. Java 21 (64 bit only) Support for the following clients: Ubuntu 24 MacOS Sequoia 15.6 (Apple Silicon) MacOS Sequoia 15.6 (x64) Windows (64-bit) Windows (32-bit) This can be sourced from our Wiki

130
Brian Turner
Sidekick (Employee)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
assyst ITOM 25R1 SU1 now released

We are pleased to announce that assyst ITOM 25R1 SU1 has now been released and is available to download from our CDN.Release notes can be viewed via the following link.

120
Brian Turner
Sidekick (Employee)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
assyst Web 25R1 SU1 now released

We are pleased to announce that assyst Web 25R1 SU1 has now been released and is available to download from our CDN.Release notes can be viewed via the following link.

130
Brian Turner
Sidekick (Employee)
R
Sidekick (Customer)
Richard EllingsenSidekick (Customer)
asked in assyst General
Limit an Alias Assyst user from recieving asigned events without seperate service department?

Hi,We have a business need where our IT users expect to have a manageable list of assignable Assyst users to search from, which conflicts with the need to have visibility into exactly who has updated an event in the self-service portal.Is it possible to prevent alias (also integration users?) from appearing in the Assyst user lookup in internal assign actions, without moving them to a separate service department that can't receive events?I'm having issues mapping out how to avoid this cluttering problem where the event form's assigned Assyst user dropdown and internal assign action lookup fill up with non-human and non-alias users (Contact User Alias users, integration users, etc.), while still allowing functionality like the major incident This affects me to work.My understanding is that the alias user must be in a service department capable of receiving events, but this also adds the current main alias user, and more importantly any potential personalized aliases, to the already long

100
R
Sidekick (Customer)
D
Do Gooder (Customer)
DwagyZDo Gooder (Customer)
asked in assyst General
disable update event

I have an requirements to disable apply action on event based on custom field value .disable apply action : mean that the assign will be not able to apply any further action on the event till custom decision task's  answer recorded  take placeSO: Based on value of custom field more than value new decision task created and the assignee of parent cannot apply or update the event any more. 

411
C
Hero (Employee)
N
Do Gooder (Partner)
NATSZCDo Gooder (Partner)
asked in assyst General
HomePage AssystWEB 24R2

I have a problem with the Assyst Web homepage -  when I configure the layout and add monitors or reports, everything looks fine. However, after I reload the page or leave the homepage and return - I can’t see any of the reports or monitors. Assyst remembers the layout and what I placed in each panel, but instead of the content I only see a grey background with “EVENT MONITOR” or “REPORT” in the panel header. We’re running Assyst on-premise -  version 24R2 SU3 and I have full administrator permissions. Has anyone experienced a similar issue?

321
C
Hero (Employee)
M
Do Gooder (Customer)
ManafOmari01
asked in assyst General
Event Monitor Disappears from Home Page After Tab Navigation – Assyst 25R1

I'm currently working with IFS assyst version 25R1 and encountering an issue with the Event Monitor on the assystWEB interface. When I configure and assign a query to the Event Monitor and display it on the home page, it appears correctly at first. However, if I navigate to another tab within the assystWEB interface and then return to the home page, the Event Monitor disappears.Has anyone else experienced this issue or found a workaround or solution? Any insights would be greatly appreciated.

392
Simo-Techgroove.it
Do Gooder (Partner)
R
Do Gooder (Customer)
Rune AnderslandDo Gooder (Customer)
posted in assyst General
New GUI - Event Monitor - Hiding "Edit"-buttons for actions that users do not have the privilege to edit

We would like the ability to hide the "Edit" button on actions in the new GUI for the Event Monitor.Currently, it is always visible, no matter what Privilege Groups the viewing Assyst User has. This makes it rather confusing if they do not have access to edit the action.Furthermore, when clicking the edit button, the GUI allows editing of the action, but shows a generic error message when attempting to save the edit.

140
R
Do Gooder (Customer)
CHRISTALM
Sidekick (Customer)
CHRISTALMSidekick (Customer)
asked in assyst General
Modify $EVENT_DESC

Email content contained in $EVENT_DESC in html format has no formatting and is all jumbled together.  Wondering where I can find this variable and when I do, how do I format it to show that is readable.  html format looks like this:No description entered. See Additional Information. <==# ADDITIONAL INFORMATION (DO NOT EDIT) #= ** Area Office Corner Brook, NL ** Your position: Veteran Service Agent (VSA) ** 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 #==>  Bonus if you can tell me how to only show what is selected or answered.  Text format shows this (below) and

413
C
Hero (Employee)
federicocanzi
Do Gooder (Partner)
federicocanziDo Gooder (Partner)
asked in assyst General
IFS assyt Notifier - rule for opening ticket

Hi everyone,I'm currently supporting a client in evaluating a migration of their notification system from rules implemented in the Action Processor to the Notifier.I'm encountering some issues when trying to define the rule for triggering a ticket creation notification. Specifically, I'm struggling to get the rule to work as expected.Has anyone here already worked with the Notifier for managing notifications?Here’s the rule I’m trying to use:$new.actionTypeCount = 1 AND $new.actionType.shortCode = "ASSIGN"Any insights or examples would be greatly appreciated.Thanks in advance!

373
federicocanzi
Do Gooder (Partner)
R
Do Gooder (Customer)
Rune AnderslandDo Gooder (Customer)
asked in assyst General
Will the Event Monitor in the new GUI replace the old GUI, or will they always co-exist?

Will the Event Monitor in the new GUI replace the old GUI, or will they always co-exist? We ask this as it currently seems impossible to import event queries made in the old GUI to the new GUI, bar manually copying every event query manually by each user. This is not an option for us as we have over a thousand assyst users, each with multiple queries of varying complexity.

210
R
Do Gooder (Customer)
V
Sidekick (Customer)
VT_VKOLBSidekick (Customer)
asked in assyst General
assystREST limiting number of rows returned

I know that it is possible to set the number of rows returned when querying Assyst data with the REST API, but I don’t know nor can I find an example in documentation on how to limit number of rows returned to “x” number of rows.asking for ALL open service request events, is more than 500 rows.  I would like to limit the number of rows so my query does not error out and will run.any help is greatly appreciated and “Thanks” in advance

352
V
Sidekick (Customer)

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