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IFS assyst

Q&A Forum for IFS assyst Customers, Partners, and Employees

450 Topics
M
Do Gooder (Customer)
Mauro PinheiroDo Gooder (Customer)
asked in assyst Integrations
assystETM - importing start and end times for SLA Header

Greetings, everyone!I need to import start and end times for SLA Headers via assyst ETM (database table sla - SLA Header Details, fields mon_start, mon_end, tue_start, tue_end and so on). My channel is defined with source = Directory and message format = CSV.What is the JavaScript expression to parse my input data? Please consider date/time format as “dd/mm/yyyy hh:mi:ss”, where dd = day (two digits), mm = month, yyyy =  year (four digits), hh = hour (zero to 23, not AM/PM), mi = minutes and ss = seconds.Thank you.

1232
M
Do Gooder (Customer)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Updating Contact user information based on event logging form data

Hello, Recently part of our staff contacted our team asking for help with contact users telephone numbers. They told us that since the begining of the pandemic a lot of users are working from home and telephone numbers present in assyst are not up to date anymore. We tought of clearing the current data and make telephone number visible and mandatory in event logging forms. However, I could not find a bult-in mechanism to update contact user’s telephone number based after that person just logged a new event with a new value for their telephone number. Is there a bult-in mechanism to enable this or should I customize this? 

942
O
Do Gooder (Customer)
2 years ago
K
Do Gooder (Customer)
kc-andersonDo Gooder (Customer)
asked in assyst General
Is it possible to pre-set the assyst date and time selection field to default to business hours?

Currently the selectable date/time fields in assyst defaults to 12:00am in the from date and also 12:00am in the to date field.   Is it currently, or would if be possible in the future for the from and to dates to be pre-set to default to 8am and 5pm respectively to reflect business hours?

971
Robert Wood
Hero (Employee)
2 years ago
M
Sidekick (Customer)
moconnor1Sidekick (Customer)
asked in assyst General
Generating a webhook out of assyst

Does anyone here utilize a webhook?I cannot find anything in the wiki relative to being able to do so.  Any help? We have a POC from a vendor and they are asking us to deliver a json payload via webhook from assyst for a simple demo and I’m struggling to find a way to make that happen.Thanks!

2702
Robert Wood
Hero (Employee)
2 years ago
K
Hero (Customer)
KevinMHero (Customer)
asked in assyst General
Event Monitor Query

Hi All,  We are trying to create an event search that will indicate tickets which are currently on hold. Has anyone had any luck creating an event search that can show tickets currently on hold?   

3554
W
Do Gooder
2 years ago
B
Do Gooder (Customer)
bferreiraDo Gooder (Customer)
asked in assyst General
Problem at checkout

Hello. We are having a problem opening a order through assyst.We have already done all the steps but when we get to the last step it displays the message below   We have already filled in the form parameters, link reason and item removal cause.We've also created the event builder. We are using version 11.4.3.The event builder is in order.And the import profile is in the same category.  Has anyone experienced this error that can help us?

846
W
Do Gooder
2 years ago
S
Hero (Customer)
Steve MillerHero (Customer)
asked in assyst Integrations
ETM - Email Attachments

Has anyone tried/ succeeded/ know if it is possible to set up a mailbox reader channel in assystETM that will use an attached spreadsheet as the data source? Alternatively, how to pass this spreadsheet into another ETM channel for processing?Use case:We provide our users with spreadsheet templates that they complete and we import by datamapper channel. For example, purchased IT assets imported upon delivery to be updated and added to in more detail later by our discovery toolset. This is currently emailed to us and manually imported but I would like to be able to have their email automatically populate the database.

2924
S
Hero (Customer)
2 years ago
E
Do Gooder (Employee)
Eddienj01Do Gooder (Employee)
asked in assyst General
View in Chart not working in 11.5.0

The View in Chart functionality is not allowing for modifications to the Primary & Secondary Grouping outside of Date/Time even though the Monitor in question has a Column Profile with more attributes than that.

823
Robert Wood
Hero (Employee)
2 years ago
D
Do Gooder (Customer)
DuncanKDo Gooder (Customer)
asked in assyst Integrations
assystChat admin/monitoring console

Hello all. We are beginning to look at implementing assystChat to our IFS assyst implementation, and I am looking for information on whether the feature includes a console that shows real-time data relating to Chat. What we are looking for is a console which will show number of assyst users logged in to chat, status of each assyst user, number of chats being responded to, number of chats waiting in the queue, etc.From what I can see after installing the Chat integration in our DEV environment and in the wiki documentation, no such console exists. Does anyone have any experience with getting such data from assystChat that they can share? Thanks.

1291
Robert Wood
Hero (Employee)
2 years ago
L
Do Gooder (Employee)
listseDo Gooder (Employee)
asked in assyst General
Where can I find guidance in how to work with IFS Assyst as used as Self-Service Portal for Partners?

Self-Service Portal for Partners - IFS Assyst is used - there is no way of getting help with the application itself if you are logged in or not yet logged in at  assystNET - Partner News (ifs-assyst.com. Are there any available guidelines for IFS Assyst Partner Self Service here at the Community?

1191
S
Do Gooder (Employee)
2 years ago
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Knowledge Procedure Font and Size Consistency in 11.5

Within the Knowledge Procedures, we have noticed that the font size is variable in 11.5, whereas now, it’s all uniform in other previous versions. Is there a way to format the font size and style to be consistent within a knowledge procedure in 11.5?  See attachment for example.  

1151
T
Do Gooder (Employee)
2 years ago
S
Do Gooder (Customer)
simardlDo Gooder (Customer)
asked in assyst Reporting
How to setup BIRT data Source to point to SaaS Environment

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?

1713
S
Do Gooder (Customer)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Wrong SLA resolution time after updating holiday plan

Hello,I’ve noticed that when a holiday is removed from a holiday plan, extra SLA time is added to events which were open before the date of the just removed holiday. For example, let’s suppose event X was logged on april 30th (2022-04-30) and there’s a holiday on may, 1st (2022-05-01).  On may 3rd (2022-05-03) the holiday plan of the event’s SLA gets updated and may,1st is removed from the holiday plan.On may 4th (2022-05-04) event X is resolved and closed and its resolution time will take into account may 1st working hours, despite its clock effectively being stopped as of may 1st. I know this example is somewhat extreme, but we noticed that effect on long standing tickets, which take more time to be resolved. I guess that’s because the resolution time is calculated when the event is resolved, taking into account only the current holiday plan. Holidays which were in place when the event was open, but were removed from the holiday plan before its closure will have the corresponding tim

662
O
Do Gooder (Customer)
2 years ago
K
Do Gooder (Customer)
KHowDo Gooder (Customer)
asked in assyst General
Query about markdown

Hi,Sorry if this is in the wrong place, I’m new!I am trying to create a Knowledge article in Knowledge Procedure and I want to link to places further in a text like a dynamic table of contents. It looks like I can do that because I can change the ‘Link Type’ to be ‘Link to an anchor in the text’. Nice, except, I can’t work out how to make something be an anchor in the text to link to. There’s nothing listed and I can’t find an option which is ‘I’m an anchor now’.I’m not sure what version of assyst we’re running though I could probably find out if necessary. Below is a screenshot of the markdown editor available to me.Anyone have any ideas?

1011
T
Do Gooder (Employee)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
assigning decisions and tasks based on a previous process' task

Hello, We manage our Problems using a specific template process. This process start with a decision to validate whether or not the problem exists. If the problem exists, then a new task of the “Investigate issue” category is created. After its resolution then a new decision task is created to define if the problem will be accepted as is or if an RFC should be logged to remmediate the issue. I’d like to know if it’s possible to use task expressions to define the assigned service department for following decisions ans tasks based on the service department who lastly resolved the issue investigation task. As far as I’m concerned, EventDTO has only methods related to lastAction and lastActioningServDept. However, I need details about the resolution of the first task of a specific category. I wonder if there’s a way to use only task expressions or if I should use something like Action Processor to update problem’s additional fields and them reference those custom fields in the following Ser

2023
S
Hero (Employee)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Recommended approach for automatically notifying aditional contact users for certain event types

Hello! We’re using assyst in our Problem Management process and the process owner asked us to make assyst notify him whenever new problems are logged, besides the affected user, which typically is someone else in the IT staff.Initially I had the idea of customizing the Lua script which is invoked for all assign actions and add that custom logic there. However, that felt very hacky-ish and not easily maintainable.After that, I tried to customize the Problem form and add one aditional user by default (the aforementioned process owner), but this does not seem to be possible with customizer. Any recommendations besides modifying the Lua script?

1842
O
Do Gooder (Customer)
2 years ago
N
Sidekick (Customer)
nwestSidekick (Customer)
asked in assyst General
Event Monitor Query

When someone clicks on Menu > Search > Event Monitor > Event Search, is there an admin change that can be made so that users can get directly to the Event Search query instead of having to click on the Query button?

2743
N
Sidekick (Customer)
2 years ago
O
Do Gooder (Customer)
otmarmpDo Gooder (Customer)
asked in assyst General
Configuring assign action type as email action for self service

Hello. I’d like to replace smart mail with email action for managing email templates and so on. I noticed that it works fine for actions starting from assyst Portal. However, I could not replicate such behavior for events logged from self service portal by end users. My guess is that when contact users are logging events, they do not select an email template. Nonetheless, if there’s something like a system parameter for such use case, I guess we’d be able to substitute Smart Mail with Email Actions.Am I right or is there something else I should know?

1792
O
Do Gooder (Customer)
2 years ago
dlong
Sidekick (Customer)
dlongSidekick (Customer)
asked in assyst General
Missing address headings

Good day, We upgraded recently and the address headings are gone from Section, Section-Department and possibly other places. This can be confusing when the form is blank and will be especially so for new staff, as we enter the street address on the second line and the Postal Code is in the position we would normally associate with the province, which will likely lead to data entry errors over time. assyst v11.4.1assyst v10 SP7.5How might we get these back? Support was contacted and we were informed this was intentional because it matched the image in the wiki for the Item form… Have a great day,...Donovan

811
LukaszK
Do Gooder (Employee)
2 years ago
G
Do Gooder (Employee)
Gary.CampbellDo Gooder (Employee)
asked in assyst General
Default Labels

Does anyone know if the Labels dropdown in assystWeb are defaulted to multiple translations or is this shipped with 11.5?

1241
K
Do Gooder (Employee)
2 years ago
jadv
Do Gooder (Customer)
jadvDo Gooder (Customer)
asked in assyst General
Is there a way to remove columns from Item Lookup field in self-service portal (assyst 11.4)

I’m wondering if there is a way to hide the “Shortcode” and “CSG” fields in the search box that pops up when doing an Item lookup. This is on a form in assyst that is accessed by end users through the self-service portal (currently running version 11.4.2). All I would like our end users to see is the Name field.    

1962
jadv
Do Gooder (Customer)
2 years ago
D
Do Gooder (Customer)
DwagyZDo Gooder (Customer)
posted in assyst ITOM
support to discover and monitor Oracle 19c or 21c App - DB

Hi , we need to have new functionality in the system and the availability to discover and monitor all version of oracle DB in all OS flavor as all customer demand , 19c , 21c from app perspective and DB also ,  Regards ZIAD Dwagy  

721
Brian Turner
Sidekick (Employee)
2 years ago
D
Do Gooder (Customer)
DwagyZDo Gooder (Customer)
asked in assyst ITOM
support to discover and monitor Oracle 19c or 21c App - DB

Hi Folks.  Is there  any way to discovery and monitor Oracle 19c or 21c App - DB , in ITOM patch 5004.3 ,under Linux oracle 7 /red hat / flavor. 

901
Brian Turner
Sidekick (Employee)
2 years ago
D
Do Gooder (Employee)
Dimitri HusmannDo Gooder (Employee)
posted in assyst General
Action Description field greyed out after upgrading to assyst 11.5

you might run into an issue where the action description field is greyed out after upgrading assyst. This issue can be easily solved by clearing the browser cache. When you encounter this issue please follow the following instructions:Try to clear the Brower Cache by pressing <Ctrl> + <F5>If this does not work try deleting you complete browser cache. 

850
D
Do Gooder (Employee)
2 years ago
SGrant89
Hero (Employee)
SGrant89Hero (Employee)
asked in assyst General
Getting the selected decision answer of a decision task using assystREST

Is there any possibility to get the selected Decision Answer of a Decision Task using assystREST? From playing around with the API, I can get the Attached Decision Answers on the Decision Task event, but I can't find any easy way to see which one was selected. I also had a look at the Actions schema which includes a Decision field, but it seems like this is only used when taking a Decision action via REST, and doesn't return a value after the fact.

2502
SGrant89
Hero (Employee)
2 years ago

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