IFS assyst

Good morning all, I am looking to add an alert or pop up message to an existing Assyst Incident so that when the next analyst opens this request they will get a prompt to alert me. To be specific this is for asset management and I am waiting on a specific component to come in. We have a lot of staff involved so rather than trying to alert everyone I am hoping there is a way to have a message pop up when this item comes in and they try to update or close the Incident. I am relatively new to Assyst so any help would be greatly appreciated.

Hi,we are reading mails from monitoring-tools in order to create new tickets.The CI/itemA of the new ticket is found in the mailbody.How can we extract the mailbody text ? I need this text ‘oem-12.dcc.562.com’Example of text in the mailbody:Subject: EM Event.d.d9. Please check log for details.Host=oem-12.dcc.562.comTarget type=blbaopdf..Thanks for helpMarion

We’re new to the use of the Service Catalogue so are still finding our feet with it all so apologies for the newbie question.When creating an offering you have to specify a default item and category value, even though the actual values can be part of a list.  We’re finding that, in a few instances, staff are just accepting the default values when filling in the form and not actively selecting the required value.Is there a way to have the offering form display a blank value in those fields so that it prompts (forces?) a value to be selected?Thanks

Hello,I’m working on process improvements and trying to understand more about how the workflows work and they functionalities. I’m not the assyst Admin, but work with them when request form changes.I have many general questions I’m sure a user guide would answer.Thanks in advance for any help.C.

Hello, I’ve just upgraded from assyst IPaaS 1.4 to 1.6 and after reading the current wiki, I’ve got the impression that I could use IPaaS to trigger some data maintenance. However, I could not understand how to do it by looking only at either https://wiki.axiossystems.com/assyst11-2Wiki/index.php/Integrations:assystETM_1.6_-_Channel_Configuration#Timer or https://wiki.axiossystems.com/assyst11-2Wiki/index.php/Integrations:assystETM_1.6_-_Data_Mapping My use case: Close some open events which may contain or not an attached process.1 - First problem: I could not understand how to query open RFCs. For example,

assystITOM 5.7.3.0 has been releasedassystITOM 5.7.3.0 has just been uploaded to the Content Delivery Network and is now available to download. This is a minor release that contains a number of defect fixes and enhancementsRelease notes can be found here:assyst ITOM 5.7.3.0 Release Notes 

We have several questions regarding the Service Department SLA clock.  Here is the scenario… An event is assigned to SVD A with a defined SVD SLA (not an internal SLA) with the appropriate Priority.  The SVD works the event for 1 day (the SVD SLA resolution time is 5 days) but needs to assign it to SVD B.  SVD B possesses the ticket for 6 days and re-assigns the ticket to SVD A.  Is the resolution SLA for SVD A in breach?  Also, does the SLA clock for SVD A stop when it is assigned to SVD B?  If so, does the SLA clock for SVD A restart upon re-assignment from SVD B, or does the SLA clock “pick up where it left off?” Thanks!

Hi,We are looking to introduce a new offering on the Service Catalogue for our assystNet users to use for when they want to provide us with feedback on the portal. So, for example, if there was something that they felt needed changing/correcting on a specific offering, then they could let us know. But before I go down the route of creating a specific offering for this, I thought I would reach out to see if anyone else has a better idea? I’ve checked the wiki, and the only feedback option available seems to be in assystWeb. Ideally, there would be an out of the box solution for this?

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!

I'm working on the AssystETM Email Channel where the process should create a new incident IF it does not find an existing incident.  In our "Email-Initialization" DataMapper, we have a "Variable assyst search" that is looking at the assyst Resource of Event, which is searching on Event Status = "OPEN"; Event Type = "INCIDENT"; and Affected User Name = "Import Default", with a specific Service Offering. I believe the issue is the "field" of Event Status where it should be looking at something at a different "field", since the prior incident that was created was set to Pending-Close. Here is the screenshots and the process of going through my tests. This is the Variable Assyst Search, note this search is skipped when it isn't specific "to" email address, since this DataMapper is shared among other channels - this search will only be for a certain channel:

Hi,Is there a way to print processes created in Process Designer v. 11.5?  The older versions allowed you to view the whole process including sub-processes and expand all stages and tasks. The new version doesn’t allow any of that nor can I print.   Does anyone know how to do that?  I tried to print but it doesn’t seem to work, the process barely shows in the orientation landscape either.  I had to scale it down to 70 to actually see it on the paper if printed. Thanks in advance

Can I use a network drive as the source configuration directory for an ETM import rather than a local folder?  I keep getting an error so I was hoping there was a workaround or config setting to allow this.  I need a 3rd party to drop a file in a network folder so ETM can kick off it’s usually processing of an import file.  Is there any other simple solution for this?Thanks!T  

Hello,I created an html formatted email but when the email notification comes in via Outlook, all the html code shows and none of the formatting.  Any idea how to get it to come through.  We are using assyst 11.5.We currently use .txt files and I’m trying to get it to look nicer, insert links etc.Thanks

Hi all.  I  am new to assyst ETM and I want a simple channel / mapper to send an email to the specified address.  I cannot find any documentation or training material to explain this.Your assistance would be appreciated.Thanks!T

Has anybody out there built an assystETM channel which will process an email and log a new ticket using a specific Custom Form?If so I could do with some guidance as to how you reference the specific Custom Form you want to use.We will be looking at taking the data out of the body of the email to populate the custom fields within the custom form which I am comfortable with, I am just struggling with how to call that custom form.

Hi! While testing the anonymous affected user feature in assyst 11.2, I noticed some unwanted behaviors.  First off, from the assystNet side, when filling a user fills out a form and uses the anonymous user feature, the information entered in the anonymous fields is replaced by the logging user’s information when the form is submitted. This means that the anonymous user feature cannot really be used from assystNet, since the data captured is immediately replaced. The second behavior originates from assystWeb. We have been able to change the Affected User field so that it contains an anonymous user and save the ticket in that state. However, when performing a “Closed / Resolved” or “Pending Closure” action on the ticket, which can both result in the ticket being marked as closed, an error occurs which prevents us from executing the action. Here is a screenshot of what occurs: 

Hi Everyone,Has anyone figured out how to automatically delete the browser cache after an upgrade? To delete the cache for only the assyst site specifically?We find it a huge pain to communicate to all our user community to delete their browser cache after an upgrade. It’s also a strain on our internal helpdesk.We would love to do this automatically for users at login using a script pushed to the users machines.Thanks.Martin ProvostInnovapost

I’m working on a Email Channel that has this “Record to Update - Formatted Reference Range” - currently I’m running Debugger with the lines commented out below. Now with the lines uncommented, I get the error - I don’t quite understand why I’m getting this error. Just in case this helps with the initEventListSrch… 

We have a lot of change forms which are using substitution keywords $LOGGED_ON_SVD and $LOGGED_ON_ASSYST_USER in custom fields. We did an update from 11.5.1 to 11.6 and I would have expected that the legacy keywords would be automatically replaced with the javabean-like notation, but it still shows the old notation in the forms. When trying to copy an existing form with legacy keywords in the Layout Designer it throws an error: The default value of this expression is invalid.Same error shows up when re-saving a custom field with such a default value expression. Seems like a bug or am I missing something? Best regards,Chris

How to use AssystRest to insert a batch of events?

I want to be able to hide this ITEM/ELEMENT “Item.product.shortCode = PIMS” in my look up via my look up filter expression box in my look up field on my form . Every expression I've tried had broken the look up search completely and wont return any results. All im trying to do is hide 1 item from my lookup without having to create a whole separate look up without that item in it. Can anyone please advise how this can be done ? I'm using assyst Version: assyst10 SP7.5Build:  12183 Date built: 04 August 2020 09:40:59assyst Version: assyst10 SP7.5Build:  12183 Date built: 04 August 2020 09:40:59 

Hi,I have created a Technical Issue in OSCA and I wanted to add a person to the watch list/ maybe the person can keep track of the process.Is there any way we could add a person to the watch list ?

I’ve been trying to work through some test cases for where Workmanager may be beneficial but am struggling to visualize/realize how best it could be utilized.  I’ve been reading through the wiki and understand the concepts but before presenting to any leadership and/or managers I’d like to present some examples to help tell the story of what it is capable of.Is anyone using Workmanager for things like Change, Request, Incident?Best practices you’ve found or suggestions you’d be willing to share?Thanks so much

Is there any way to un-tag an item as a known problem? It looks like it is a system field. 

Hello - we have had occurrences in our change request approval process, where email replies are not getting fully processed.In most cases, on decision tasks, when a user using the link to reply with their approval it works fine; however, we have had cases where it didn’t. What we see in those cases, is that the process works except the associated change workflow is never advanced/processed.Even when we look at email in our ETM channel, it shows successful. Also, in Assyst, the change event also has the email reply attachment and you see the reply in the action history as well.In ETM, we then reprocess the decision task reply and then the workflow is processed correctly.Have any other customers run into this type of situation and if so what if anything did you do to determine root cause? Thanks in advance.Scott.