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assyst General

General questions regarding IFS assyst.

  • 421 Topics
  • 951 Replies
421 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.

784
R
Do Gooder (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

552
J
Do Gooder (Customer)
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!

70
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

60
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.

10
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.

80
Brian Turner
Sidekick (Employee)
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!

272
S
Hero (Customer)
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

70
R
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

70
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)? 

201
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?

291
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.

312
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.

130
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

373
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!

363
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

342
V
Sidekick (Customer)
CHRISTALM
Sidekick (Customer)
CHRISTALMSidekick (Customer)
asked in assyst General
Attached files in assystNET - too large

We are trying to attach files in assystNET and it will not attach.  In the system parameters I have it max file upload to 50MB and this file is 11KB.  I can upload it in assystWEB but not in assystNET.  Is there an area in system parameters that I can change the upload file size? I logged the test ticket and tried to attach it with assyst Update and it gave this error:  

556
CHRISTALM
Sidekick (Customer)
M
Sidekick (Customer)
moconnor1Sidekick (Customer)
asked in assyst General
Building-Location-Room for User modification on Service Offering

Perhaps I’ve missed it in my wiki deep dives but is it possible to have users modify the building/location/room values on a form via the service catalog offering and leverage the event builder to route it to the appropriate responsible svd, etc?Issue is users may be requesting maintenance for a specific area of a facility, example being Main Hospital, Plaza 1. If it is only able to go by that users default associated details it doesn’t allow for the correct routing if they’re requesting maintenance for something elsewhere.So far I cannot get these values visible for manipulation via customizer for the fields in question.Has anyone leveraged this before?  I know with a CMDB and item/category/location correlation you can do this but until we’ve gotten to that point I’m looking for a basic form to have users choose from locations within their facility.-Mitch

131
R
Sidekick (Customer)
L
Do Gooder (Customer)
lloyd1306Do Gooder (Customer)
asked in assyst General
Limit who can post on Collaboration / Social IT

Hi,  Just a question regarding the Discussions menu on the Self Service portal. Can you limit who can create new discussions, I have had a look on the wiki and cant find anything to suggest you can on the Self Service Portal. Happy to log this as an enhancement suggestion if it is not already a feature.Thanks

122
L
Do Gooder (Customer)
jyork
Sidekick (Customer)
jyorkSidekick (Customer)
asked in assyst General
Add Keywords to KPs/Service Offerings in bulk via ETM?

Is there any functionality to add keywords in bulk for Knowledge Procedures and Service Offerings. Currently adding keywords is very tedious as you can only add them one at a time with multiple clicks. Please let me know if this is already available in ETM or some other way, if not I will submit it as an Idea.

162
R
Sidekick (Customer)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
assyst Web 24R2 SU4 now released

We are pleased to announce that assyst ITOM 24R2 SU4 has now been released and is available to download from our CDN.Release notes can be viewed via the following link

330
Brian Turner
Sidekick (Employee)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
assyst IPaaS 1.10.0 now released

We are pleased to announce that assyst IPaaS 1.10.0 has now been released and is available to download from our CDN.Release notes can be viewed via the following link

100
Brian Turner
Sidekick (Employee)
Brian Turner
Sidekick (Employee)
Brian TurnerSidekick (Employee)
posted in assyst General
assyst ITOM 25R1 now released

We are pleased to announce that assyst ITOM 25R1 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)

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