IFS assyst

Hi!I have a question about using action templates and referring to custom fields on an event logging form. TLDR: Is there an easy way to get the value and/or shortCode from a specific customField, either by making VTLs in substitution keywords, or directly in an action template? I’m lookint for something similar to how visibility expressions can refer to a custom fields, and if possible how to get a list from multi-select fields.  Some context:Today a lot of time is spent on copy-paste from Assyst to Outlook when our IT users have to send email from certain postboxes, such as when comunicating with certain suppliers.We want to recude time spent on copy-paste from Assyst by pre populating most or all of the email from data already entered into an event. In this effort, we want to make action templates that create the emails for easy copy-paste into Outlook, and this template then needs to extract some

Hello,I have a question about the use of deep linking to Assyst resources when data mapping in ETM. I’d love some feedback on my current approach,  and whether there are other approaches I haven’t considered. TL;DRIs it possible in ETM to refer to the AssystREST URL that is specified in the IPaaS/ETM installation, as to create deep linking to the same Assyst environment ETM is attached to? Are there other ways to do deep linking in Assyst ETM? BackgroundOur IT users spend a lot of time trying to find the correct menu for a given resource and waiting through load times during manual lookups. Because of this, direct links to resources are almost always preferred to use speed up the process.When working on integrations in Assyst ETM, I thus often find it helpful to add deep links to Assyst resources (e.g., specific actions, events, items), which would normally only be added as plain text shortCode during ma

Is there a way to pull Event Info into an auto generated email when you submit a ticket in assystNET and assystWEB?Currently, our “Thank you” email provides the ticket number etc. and then the Event Description (EVENT_DESC).  The issue with that is that it shows ALL questions in the form even if they were hidden and/or not filled out. The data we want to show in the email are ONLY the questions that were answered (what shows in assystNET once submitted)We just want to hide any unanswered questions in the notification email. Currently, it shows like this:[[INCIDENT DESCRIPTION\DESCRIPTION DE L'INCIDENT]]No description entered. See Additional Information.<==# ADDITIONAL INFORMATION (DO NOT EDIT) #=** CSDN issueCSDN Client Specific Issue (Disability Benefits)** Are you, the requestor part of COD?[empty]** CSDN ID (9-12 digits required)123456879

I have logged an idea for this, but am wondering whether anyone may have a better idea of achieving this?We have a custom logging form that has a custom item lookup, and what I would like to be able to do is provide the user with a short summary of what that item is/does. It doesn’t look like the we are able to amend the column profile that appears in the item lookup so it includes a remarks field from the CMDB, so the only way currently to achieve this is to create a caption field and manually enter the text - but for 100’s of items, this is not feasible. Ideally, what I would like to happen is when an item is selected, the next custom is a caption that is configured dynamically pull through the information stored in the remarks field of that item in the CMDB - only needing 1 caption field instead of 100’s. This currently isn’t possible, and logged an idea for this 5 months ago, still with no solution.Is anyone able to advise if there is a be

Hi, is it possible to display a read-only field in the Item Form which shows the information that is stored in supplier master data (e.g. Remarks field)? 

Hello.We are just beginning to look at using assyst Destination along with ETM to configure some integrations. I have created an ETM channel with a destination source, but the ID of the entity is not being passed through when the entity is being created.  Destination: I know that the destination is working, because when I take the action, an import is coming through to ETM. However, ETM is saying that there are 0 records to import: I have also inspected the message that is coming through ActiveMQ, and the ID is indeed included as part of the message body.  Any help would be appreciated.  assyst Version: 24R2 SU4

So I know I can get an array of the various custom fields with the following query parameter, but there is more benefit to be able to retrieve the value for a custom field by wither Short Code or custom field ID.  Is that even possible?   If so, what is the syntax to do so?returns all single select custom fields for specified event.“.../assystREST/v2/events/7430?fields=customFields.singleSelectValue”looking to return a specific custom field’s value either by ID or Short CodeThanks in advance for any help

Hi everyone,Is it possible in the Item form to compute a field directly while saving the Item, or alternatively via a trigger to the Action Processor?Here’s the scenario:We have two fields:Item End Date Item Notification DaysWe’d like to automatically calculate and keep updated a third field:Item Notification Date = Item End Date - Item Notification DaysThe Item Notification Date should be a read-only field, managed entirely by the system.Has anyone implemented something similar or found a reliable approach to achieve this?Thanks in advance!

hello,I am need of searching for specific action types for a specific event and I cannot get the syntax right for specifying “action type”.   Any help on what is correct syntax and value for searching for actions of a certain action type, is greatly appreciated. Action Type for “ASSIGN” is of greatest interest I can query for all actions for a specific event without issue: but I cannot filter it down for specific “action types”: 

When creating a new Service Offering in Service Manager, I sometimes have to create a new image to be used for that service offering. To be able to use this new image in Service Manager, I have to go into AssystWeb > Administration > Images and then upload the image.Would it be possible to have that same option in Service Manager as well, so that when I go to add the image, I can just upload it from there? Something as simple as adding the same upload functionality found in AssystWeb.  

Hello,I have a question regarding how Info Zone retrieves its values from Events, and whether it’s possible to maintain the default behavior while also adding extra fields as requested by our IT users.Defining custom fields works somewhat as expected; however, the behaviour of using system defaults and custom ones are not the same, and I’m having troubles sorting out how to avoid experience reduced functionality compared to the default setup.In my attempts to add custom values to the system parameter that controls this, I’ve ended up losing functionality that our IT users expect and rely on for a smooth workflow. For example, Info Zone normally populates the extension field using values from the Event form, and only falls back to the Contact User form if no values are provided

We are pleased to announce that assyst Copilot 2.0 has now been released and is available to download from our CDNCopilot 2.0 is the initial release of the standalone IFS assyst Copilot. It has been rewritten to leverage Azure OpenAi and Natural Language Services for intent detection and smart responses.The release notes are available here.

We are pleased to announce that assyst Web 24R2 SU5 has now been released and is available to download from our CDN.Release notes can be viewed via the following link.

Hi All,Can someone please share whether we can follow the IFS implementation methodology for IFS Assyst implementation? OR Is that different to IFS Implementation methodology?Appreciate your support.Thank you!

We are pleased to announce that new version of the assyst Application Launcher, v1.0.16, has been released.  This is backwards compatible with all currently supported versions of assyst. New features include:Network connectivity rewritten to make use of updated APIs. Improved logging on network connection failures. Java 21 (64 bit only) Support for the following clients: Ubuntu 24 MacOS Sequoia 15.6 (Apple Silicon) MacOS Sequoia 15.6 (x64) Windows (64-bit) Windows (32-bit) This can be sourced from our Wiki

We are pleased to announce that assyst ITOM 25R1 SU1 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 SU1 has now been released and is available to download from our CDN.Release notes can be viewed via the following link.

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