IFS assyst

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 p

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. 

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.

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.

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 #==>  

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!

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.

Hello. We have a legacy escalation utility aLua script, which we use to take escalation actions on events when SLA escalations breach. Currently, the aLua script has two parts. The first runs an SQL query to identify which events need which escalation actions. This results in a CSV file being sent to ETM to add the action to the event. No issue with this part, it works well. The second part runs an SQL UPDATE statement to update the intesc1 (or intesc2, depending on escalation type) on the event’s incident data record. I am trying to integrate this second part into the ETM channel, but have not been able to find a field in ETM which will update this column in the database.  For reference, here is the code from the aLua utility: SQL_UPDATE_FIELD_1 =  [[SELECT      i.incident_id ESC_EVENT_ID,    'ESC1' ACTION_TFROM incident i     INNER JOIN inc_data id ON i.incident_id = id.incident_id WHERE

Hello. I am looking for information on how to determine in ETM whether a custom field value brought back from an event is a Shared Field. I have an Event mapper where I am able to bring back the customFieldsMap. One of the fields I happen to know is a Shared Field, but I want to code my mapper to verify that the value is coming from a shared field, but I can’t see any attribute which would identify the field as a Shared Field. This is what I get for the field: "COST-CENTRE": {                "imageId": 0,                "customLookupValueId": 0,                "assystRESTType": "customField",                "assystRESTXMLType": "webCustomPropertyValueDto",                "objectAvailable": true,                "systemRecordFlag": false,                "decimalValue": 0,                "customFieldId": 79913,                "version": 1,                "entityInstanceId": 15400971,

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

Hi everyone!I'm kind of a newbie on ETM, even reading the documentation I think I need your help.For corporate policy we have to delete all events older than 24 months, no matter the type or the status of the event. Right now we are using the archive/delete function in Assyst where I run a query that I modify every time I need it.Reading the documentation I learnt that with a Datamapper you can perform a delete record so ideally I want to turn it into an automatic operation rather than doing it manually every time, but I'm not sure how I can tell the Datamapper to search only for the logged date older than 24 months (24 older from the actual date, ideally that date dynamically changes to do it automatically).Ideally I would like to run this every night with a CRON function but right now I don't know how manage it.Anyone could help me understand how to do it? If there are some examples or guidelines in the doc that I missed out feel free to point th

Hello everyone 😊I'm at my wits' end and could really use some help with something that feels like it should be obvious—but I just can’t get the hang of it.I’m currently working with assyst24R2 and IPaaS 1.8, and I’ve come across the typeaheadFilter query parameter in AssystREST. I’m trying to understand its intended use case and how (or if) it can be used when datamapping in ETM.My current use case is to return an array of all users whose shortCode starts with ZZ_, but I haven’t found a way to use [like] or [exclude] operators in datamapper fields, and i stumbled upon this query parameter in the search for this funcionality.There doesn’t seem to be any documentation on the wiki regarding the typeaheadFilter parameter—no examples, no reference, or examples of it behaviour, the only thing i could find was it’s mention as a query parameter in the RAML,

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:  

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

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

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.

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

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

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

We are pleased to announce that assyst Web 25R1 has now been released and is available to download from our CDN.Release notes can be viewed via the following link

How to use <a href=" https://URL.com ">Link to Doc</a>  in Task Description FX ?  Do I need to use an escape character for the “ “ in the HTML element?  Example FX "<b> General Request Task for Ticket Reference:</b>  " + $new.parentEvent.formattedReference+ " - Please refer to this Parent Record for additional information and special fields <br> <b> When finished use the Action: Resolved to progress the workflow</b>  <br> Follow the the below document <br> <br> <a href=" https://URL.com ">Link to Doc</a>  <br>  <b>Task Desc

Currently, in the Event Monitor in the new GUI, when opening an action, the Description-field is not selected. Instead, the first field available is selected.For our Assyst Users, this means that they have to manually select the Description-field every single time they want to do an action from the Event Monitor in the new GUI.However, in the current Event Monitor, in the old UI, it autoselects the Description-field.Removing this in the new GUI decreases efficiency and adds worktime for all of our Assyst Users.

Hey All,We do a good job having our software as items in our CMDB. We also have our printers and computers in as assyst CMDB also. On the hardware printer items in CMDB were store the print queues for printers in config characteristics. The problem is you cannot search for the serial no in the characteristic. We are going to be moving our printer queues as separate items with relations to the hardware. That’s easy. We want to also relate the print queue to the software it is used by.Question. What do people do when relating it to the software?The two scenarios we came up with were:relating all print queues directly to the Software item. creating another item called “<Software Name> Print Service”, adding relation for this item to the software, and relating all print queues to the “<Software Name> Print Services” item.Technically the majority of these software are running a service for printing but its creati

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!

Wanted to reach out and see if anyone that has taken the update recently is using the notifier build out for some or all of their email templates in lieu of or in tandem with smartmail?I’m interested in the potential for this and bringing more into the UI and managing there vs an integration server etc.One thing I had a question on was satisfaction overall with it, where you’ve seen any improvement or issues. Also, if you utilized action templates preivously how you were able to incorporate those with the new functionality? Even if not using in production anyone who has gone through the work of building out in dev/test as I am in the beginning stages myself.Thanks!