assyst Integrations

Good morning Community. Some Background We are currently using an external SMS service to communicate with our users (most notably within our Major Incident process) and looking to expand it into other processes. The solution that we use has an API interface and requires an encoded Jwt bearer token. This token must contain the iat (issued at time) claim and a secret to successfully authenticate (figure 1. with dummy data included below from jwt.io). figure 1. This is handled by a script on the integration server (Microsoft PowerShell using the JWT Module). $iis = "#######"$secret = "######" [int]$iat = (Get-Date -Date ((Get-Date).DateTime) -UFormat %s)$tokenBody = @{ "iss" = "$iis" "iat" = $iat} $myApiToken = ConvertTo-Json -InputObject $tokenBody $authToken = New-Jwt -Header '{"typ":"JWT", "alg":"HS256"}' -PayloadJson $myApiToken -Secret $secret $myApiHeader = @{ "Authorization" = "Bearer $authToken"} However, we have an interest in moving this to the assystETM platform now that we ar

Hello, We are beginning the process of looking at upgrading our assyst version to 24R2SU2, and are investigating these three new programs: Notifier, Escalation Scheduler and Auto Close Scheduler. We have not been able to find much in the way of suggested configuration information on the wiki. The main question we have is when these programs are installed using the assyst installer, do they each need to be installed on all servers? “Notifier” if the only one of these that is checked off to be installed by default in the installer, so we must assume that for rule based notifications to work, it must be installed on all servers running the application? For Escalation Scheduler and Auto Close Scheduler to work, do they need to be installed on all servers or can they be installed only on our integration server(s) or on one server. Our setup is such that we have a number of web servers which are load balanced behind our URL, then a couple of servers which are primarily only used for back-end

Greetings, Avera Health has recently made the decision to switch to EPIC for its Electronic Health Record (EHR). We are interested in knowing if any other IFS assyst customers have any integrations with EPIC. Thank you, Jason

Hi everyone, I have a question regarding the use of onBehalfOfUser when datamapping and wonder if anyone else has experienced this issue, and if there are specific considerations or steps that need to be taken when using this? Whenever I try to use onBehalfOfUser in an Assyst Request datamapper, the resource returns as "Update Needed." I have logged a ticket on the IFS assystNet, but I’m wondering if anyone else has experienced this and what workarounds exist, if any. Thanks in advance!

I am working on an ETM channel I inherited from my predecessor. Within the code, he refers to the lastSLAClockStop of the existing record. As of the end of November, it doesn’t seem to exist in the payload. Is this a change that was made within IFS?

Hello, I have a question regarding the use of Item Source and its intended use case. The Wiki currently presents this as a function to be used by ITOM/ITAM to allow for documenting the last audit. However, to actually use this seems unclear to me. Is the intended use solely to act as a registry of audits performed on the item?Such as : Source Reference Source System Last Audit Date Modified By Transaction ID 31234 SCOM 2024-12-31 ZZ_SCOM_IMPORT Transaction ID 41254 SCOM 2025-01-31 ZZ_SCOM_IMPORT An alternative use case which I’m trying to verify the viability of is the use of “Item Source” as an alternative or extra ETM bonding. The reason for this is the ability to see the bonding from within the assyst application, and to use Last Audit Date as tracker for then the item was updated by an integration, and to be able to track this entirely seperate from the item modify date. The Along the lines of something like this: Source Reference (External id (used as bonding)) Source System (Name

Hi We have times when staff re-open events days/weeks/months after they were resolved and closed. It’s accepted that, sometimes, the re-open is valid should the resolution be found to not be correct. However, it’s the time frame of the re-open that can be the issue. On the SmartMail generated closure email we state that the event can be re-opened within 3 weeks of the closure, and give the date before which it can be, but there’s nothing to actually stop this happening 22+ days after closure. I believe that there isn’t a way to remove the re-open action for events (unless I’ve just not seen it) so I’m looking at utilising the Action Processor to do the job and apply a closure action and, within the Action Processor manual in the wiki there is an example of a closure before applied after a number of days: { [[ Closure following at least 3 Chase up actions with more than 7 days difference ]], [[ ACT_TYPE_SC == "CHASE UP" and ACT_TYPE_COUNT >= 3 and EVENT_TYPE == "i" and DAYS_SINCE_1ST_AC

Hi everyone, I am setting a datamapper in AssystETM to create an event based on the import of a mail. I set the datamapper and I can create the event without particular problems with the “standard” values of an event (affected user, mail, item, etc.). Now, I would like to also track the To and CC fields of the mail I’m importing; the final result I wish to achieve is to have all these fields and to be able to insert them in an action template that I can use, for example, with a mail to customer action. For that scope, i will need to create at least 3 substitution keywords to be used (one for the To filed, one for Cc and one that combines them). I was already able to create a variable in my datamapper to extract the required fields, but now I am struggling creating the keywords. I started creating a variable in my datamapper, but I can’t find any information regarding using datamapper variables as substitution keyword. Do you know if that is possible? I’d like to use variables if I am c

I’m using ETM1.7 and am trying to debug a data mapper that was created previously. One of the Search criteria used on a Variable assyst search on an Event has “disableExpetionOnMaxRecords” set to ‘true’. I searched the wiki but am unable to find any info on this. Does anyone have any insight as to what this is used for?

Hello, I’m interested in starting a conversation regarding how version control in ETM is/has been approached by both IFS and customers using assystETM. My intention is to broaden our understanding of how this issue has been approached by different users of assystETM, promote the sharing of community knowledge to use in our own organizations, and uncover or highlight areas where the tool is causing issues, thus promoting better ideas to IFS for improvement. To help start the conversation and identify different viewpoints, I’ve prepared some questions to establish common ground. General Questions: What needs does your organization have regarding version control of ETM channels and data mappers? How have you gone about implementing a solution that works for you? Did you find a way to implement the solution you envisioned? Were there specific features that you felt were missing? During or after implementation, did you identify any issues you were unable to work around? Did you uncover pitf

Hi everyone, I have a channel with different datamappers, the main goal of the channel is to monitor a mail address and when a mail arrives it creates a new event or an action on an existing event, based on the content of the mail’s subject. The firs mapper if to set the variables, the second to create an event, the third to create an action and the last two manage the attachments for these situations. Recently the incident IDs and the request IDs are coming closer, and now I have some trouble with one of my datamappers. This particular datamapper is activate when an event id already exists and try to insert a new action in the event itself. However, if it tries to write a new action on an incident and there is a request with the same id, the import failed with the following error: Trying to debug a random import, i get this situation in my event field Basically, it finds two events with the same numbers (but registered with different CSGs), although one is a request with the prefix R

I’m having some issues in regards as to how to approach handling pagination when creating a channel and accompanying datamappers. The issue I’m trying to solve is trying to set up a channel that queries a MDM device portal and is to act as a sort of CMDB gateway for our phones. However, the MDM portal (Workspace ONE UEM API) pagination is hard set to a max value of 500, and I need to check for updates on a total of ~ 12000 devices. The version of the API I‘m currently integrating with only has GET requests available, and using the regular HTTPS channel and datamapper I’m unsure of how to iterate through the pages of the response. The endpoint URL is https://….net/API/mdm/devices/search The page number is returned in the last section of the JSON response: …"page": 1,"page_size":500,"total": 10} However, I’m usure of how to use this part of the response to get the next page when using a HTTPS channel. To get the phones created as items I’ve performed a manual workaround by updating the c

There is a requirement from the business to email all attached document on a ticket through outbound email notification. Is there a way to achieve this using a custom action scripts.

I’m trying to create an “Item Relation”-channel to help our engineers create relationship between existing items in the Assyst CMDB. Doing so I’ve created a web import channel that accepts CSV files, but during test runs I’m having some issues during imports when creating new item relationships. I’ve been unable to set the correct “side” of the relationship to the Main Item as attempted to specify in the “Item Relation”-datamapper. I’m working with a single Item Relation datamapper. After selecting the main and related item using variable assyst search I’ve tried using “Relation Type”, and lookup by ID, followed by an Related Detail” selecting the wanted detailId for the main item. However doing it this way I’ve been unable to correctly select which mainDetailId is set to the “Main item” during an import. The item selected as “Main item“ in the datamapper seems to always get the lowest ID detailID when created during import, regardless of what is selected in “Related Detail”. Is there

Are there any special considerations or configuration that must be performed to allow for the usage of longer paths when saving a Message Format as JSON? I seem to be unable to save a new Message format with Base Message Format as JSON and Path as anything more than 3 characters. Attempts at longer paths such as /devices causes an error: Error Path (JsonExpression) exceeds the configured maximum length of 3 The Assyst Wiki (assystETM Message Formats:JSON) does not mention any limitations in Path, nor mention how to configure the maximum length.

Can we get help on some functionality of action processor. We would like to get the Task Description appended to Custom Field (“Field1”) in the Service Request when the Action “Commit” is apply.

Hi all, In ETM I have a variable assyst search that I want to do the following: Product short code = “ABC” Discontinued = false Expiry date = 2024-11-12 (aka 60 days in the future) When I setup the assyst search everything expect the expriy date search is coming back correctly. The expiry date is being interpreted like this: expiry date >= 2024-11-12 Is this normal behaviour? How do I make it so it only returns when the expiry date = 2024-11-12?

We have a use case to integrate assyst with SAP GRC using Soap. Is it possible leveraging ETM to achieve it. Has anyone done this.

Hello, I have created a Power Automate flow and currently I can send an email to the servicedesk which will create a ticket in Assyst but then they need to manually assign the ticket to our queue. I would like to know if anyone has used Power Automate to create a ticket in Assyst and also assign it to a specific queue. If you have experience, I would greatly appreciate exactly what is required to achieve the above. Regards, Amo Sohi

The Assyst Wiki is a lacking on the details on how to authenticate against the API, and is at times providing seemingly contradicting information when reading different articles. This paired with no examples of how to authenticate depending on the installed authentication mechanisms cause a lot of confusion. Are there examples of how to authenticate against the assystREST API depending on the different Server Security Mappings selected for assystREST? How does one go about to use bearer tokens when authenticating a postman query, a 3rd party software, or an external script? To illustrate what I’m looking for: As an example using Kerberos, this would work when a PowerShell script is ran, and the script contains a dedicated service user’s username and password. PowerShell script example: $url ="https://<server>:<port>/assystREST/v2/raml" $cred = (New-Object system.management.automation.pscredential("%username%", (ConvertTo-SecureString '%password%' -AsPlainText -Force))) $retur_xml = Inv

We are currently using assyst 11.3.1 Anyone successful using SAML authentication with Azure AD? The problem we are having is with the section "Enabling SAML Authentication using the assyst Installer" from the 11.3 wiki: It states the installer will create SAML XML files, which you have to provide to Azure to complete the config on the Azure side. But this documentation wants you to configure the installer first, before you have the values Azure needs. We need help generating the XML file from their installer that will then be needed to configure Azure. Thoughts?

I want to use only the ETM to create an event for each contact user with a specific skill. I will be using CRON expression to trigger the channel. I have a datamapper to get a list of users with the skill, and works fine. I then use the following Iteration Expression to pass this onto another datamapper. I then try to set the affected user by doing the following below. The second datamapper runs 4 times which is correct as there is 4 contact users being met with the criteria in first datamapper, but the second datamapper is unable to set any affected users.

Hi, as part of access request workflow we are currently assigning a task to level 2 team to assigning security group for user. We would like to automate this process so did anybody achieve this through ETM? We will pass the users samAccountName and Security group name to a ETM channel and it will integrate with Active Directory to provision security group for that user.

Hello, I am trying to use ETM to pull out the Acquired Date of an item, then set a custom Date field value based on this date. The custom field will be set to 49 months after the Acquire date. Pulling out the value of the system field and doing the calculation is no issue, however when I try to set the value of the custom field, I am getting this error: In this case, the “acquiredDate” variable is being set earlier in the mapper from outbound.self.acquiredDate. If I convert the value to a string and use it to set the value on a single-line string field, it works fine (see below). Any help would be appreciated. Thanks, Duncan

Hi, I’m struggling to find how to get a custom field value with our LUA scripts. Normally - to get a value we do something like this: ASSYSTREST:get("Event",EVENT_ID, "richRemarks.content" ) However, how do a specify the shortcode of a custom field value I want to pull? I tried something like this, but it didn’t work: ASSYSTREST:get("Event", EVENT_ID,{customFields={customFieldShortCode="NEW AUTO PAGE OUT"}}) Thank you. Martin