IFS assyst

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

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.

We are currently going through the installation of the assyst chatbot in our test system, and are starting to think about how we can report on user interactions with the chatbot.Would any existing customers of the chatbot be able to suggest the best way on how the report on the efficiency of chatbot interactions? So interactions that result in events being logged but more so the interactions that do not result in events being logged. The desire being to identify gaps in Chatbot responses or to highlight the most common types of questions/language used by users looking for services.We are an on premise assyst customer 11.5.Thank you

Hi All, Has anyone identified a way of tracking/listing users who have set up their own custom homepage (not using the new functionality in 11.5+).  We are looking at rolling users onto a new default homepage but would like to identify users who have their own custom ones created, so they do not lose their own designed ones. Thanks in AdvanceKevin

What is the REST API parameter to specify a web custom field value?In Legacy API it was:custom.field.<id> = valueHow is it in assyst REST API?

Hello - We are using AssystWEB 11.1 and need a report that shows the remarks for just one action type. I can’t find a canned report for this. Any suggestions? Thanks in advance.

We currently run IFS on Oracle using the ASFU license. We are putting in a very small Assyst installation with <400 users If I install on Oracle then the help system will fail if there is a problem with our production database, obviously not idealI considered sql server express but the documentation says it is “not recommended”.  I wondered if anyone knew if there was a specific technical issue or if it’s more of a sizing issue 

We are accessibility testing our portal following an upgrade to 11.6.0 and our testers have raised a question around aria labelling on elements within the update history (shown below). The labelling states that this is a clickable element, which is correct. However, actually clicking on it doesn't seem to do anything other that affect the CSS (border pictured above).My question:Does anyone have any functionality (that we may not use or have turned on) that results in any different behaviours? Contact User actions, pop-ups, etc?