IFS assyst

Hello,I’m interested in starting a conversation regarding how version control in ETM is/has been approached by both IFS and customers using assystETM.My intention is to broaden our understanding of how this issue has been approached by different users of assystETM, promote the sharing of community knowledge to use in our own organizations, and uncover or highlight areas where the tool is causing issues, thus promoting better ideas to IFS for improvement.To help start the conversation and identify different viewpoints, I’ve prepared some questions to establish common ground.General Questions:What needs does your organization have regarding version control of ETM channels and data mappers? How have you gone about implementing a solution that works for you? Did you find a way to implement the solution you envisioned? Were there specific features that you felt were missing? During or after implementation, did

We would like some functionality that shows an overview of which Knowledge Articles are connected to any specific Item. This would improve the efficacy and efficiency of our Support desk, as they could easily view all Knowledge Articles of an Item, which a user is reporting an issue or question on. This could for example be an extension in the Impact Explorer, or built upon the same logic and GUI.

Hi everyone,  I have a channel with different datamappers, the main goal of the channel is to monitor a mail address and when a mail arrives it creates a new event or an action on an existing event, based on the content of the mail’s subject. The firs mapper if to set the variables, the second to create an event, the third to create an action and the last two manage the attachments for these situations. Recently the incident IDs and the request IDs are coming closer, and now I have some trouble with one of my datamappers.This particular datamapper is activate when an event id already exists and try to insert a new action in the event itself. However, if it tries to write a new action on an incident and there is a request with the same id, the import failed with the following error: 

I’m having some issues in regards as to how to approach handling pagination when creating a channel and accompanying datamappers.The issue I’m trying to solve is trying to set up a channel that queries a MDM device portal and is to act as a sort of CMDB gateway for our phones. However, the MDM portal (Workspace ONE UEM API) pagination is hard set to a max value of 500, and I need to check for updates on a total of ~ 12000 devices. The version of the API I‘m currently integrating with only has GET requests available, and using the regular HTTPS channel and datamapper I’m unsure of how to iterate through the pages of the  response. The endpoint URL is https://….net/API/mdm/devices/searchThe page number is returned in the last section of the JSON response:…"page": 1,"page_size":500,"total": 10}However, I’m usure of how to use this part of the

How to remove Support tab - menu options (left-hand side) for ALL USERS.  We are using assyst 11.5  

Is there a way to have the “Action History” and “Links” panels on an assyst ticket expanded by default?  Thanks! 

There is a requirement from the business to email all attached document on a ticket through outbound email notification. Is there a way to achieve this using a custom action scripts.

I tried to update the column profile for linked items in the event view or in the monitor, but I couldn't find anything in the wiki or system parameters.Has anyone ever tried to change this setting?"Any help is appreciated.Thanks in advance

I’m trying to create an “Item Relation”-channel to help our engineers create relationship between existing items in the Assyst CMDB. Doing so I’ve created a web import channel that accepts CSV files, but during test runs I’m having some issues during imports when creating new item relationships. I’ve been unable to set the correct “side” of the relationship to the Main Item as attempted to specify in the “Item Relation”-datamapper.  I’m working with a single Item Relation datamapper.After selecting the main and related item using variable assyst search I’ve tried using “Relation Type”, and lookup by ID, followed by an Related Detail” selecting the wanted detailId for the main item.However doing it this way I’ve been unable to correctly select which mainDetailId is set to the “Main item” during an import.The item selected as “Main item“ in the datamapper seems to always get the lowest ID detailID when created during import, regardless of what

Are there any special considerations or configuration that must be performed to allow for the usage of longer paths when saving a Message Format as JSON?I seem to be unable to save a new Message format with Base Message Format as JSON and Path as anything more than 3 characters.  Attempts at longer paths such as /devices causes an error:  ErrorPath (JsonExpression) exceeds the configured maximum length of 3The Assyst Wiki (assystETM Message Formats:JSON) does not mention any limitations in Path, nor mention how to configure the maximum length. 

Even with the use of SLA Expressions, Assyst currently does not correctly measure SLA’s in some situations. For example, if an Incident’s Priority is changed but the assigned Service Department (SVD) stays the same it does not trigger. In our company we have different SLA’s for Priority 1 vs 2 vs 3. It’s very common for an Incident to get assigned to the correct SVD but after initial triage the incident priority is changed.  

Hi All, I have issue with event builder as following: However, when I submit a new service and select the item in the picture, the assigned SD does not change to what I need.Please, if you have a suggestion, let me know.Best Regards.

Can we get help on some functionality of action processor. We would like to get the Task Description appended to Custom Field (“Field1”) in the Service Request when the Action “Commit” is apply.

Hello. I am wondering if anyone has any experience, or if it is possible to configure assyst to use something other than the shortcode of the assyst user to authenticate to assystWeb. In our environment, we use the AD sAMAccountName as the shortcode for the assyst user account, but because we are authenticating to more than one AD structure, this value is not always unique. We’d prefer to use the email address to authenticate (using Azure SAML), but don’t want to update the shortcodes of all of our assyst accounts.Is there a way to tell assyst to authenticate using the email address or another field, instead of shortcode (for assystWeb only)? I was not able to find any information on this in the wiki or documentation.Thanks. 

Hello!I have a problem with assyst version 11.7.3, where the tool is slow and has performance issues.The error message in the logs is:2024-11-07 14:07:54,718 WARN [org.apache.struts.action.RequestProcessor] (default task-1) Unhandled Exception thrown: class javax.servlet.ServletException2024-11-07 14:07:54,734 ERROR [io.undertow.request] (default task-1) UT005023: Exception handling request to /assystweb/login/login.do: java.lang.RuntimeException: javax.servlet.ServletException: Request[/login/login] does not contain handler parameter named 'dispatch'. This may be caused by whitespace in the label text. at io.undertow.servlet.handlers.security.ServletFormAuthenticationMechanism.servePage(ServletFormAuthenticationMechanism.java:172) at io.undertow.security.impl.FormAuthenticationMechanism.sendChallenge(FormAuthenticationMechanism.java:183) at com.axiossystems.assyst.security.servletExtension.DelegatingAuthentic at io.undertow.security.impl.Securi

The upcoming update on November 26 brings several powerful new features and enhancements that will help boost your business’ productivity, security, and service experience.IFS assyst 24R2 will enable your organization to:Offer smarter, faster service with Industrial AI Smart assyst - Event Summarization Smart assyst - Suggested Assignment Boost productivity For service agents with the new UI of Event Monitor For end-users and administrators with form customization improvements For service owners through improved reporting  Scale with confidence Optimized ITOM: Better control and visibility of your Microsoft 365 environment Enhanced REST and iPaaS ETM capabilities: Ensure reliable, secure operations  Streamline HR service workflows HR Service Management for IFS Cloud HCM Join us for a webinar on

Hi all,In ETM I have a variable assyst search that I want to do the following:Product short code = “ABC” Discontinued = false Expiry date = 2024-11-12 (aka 60 days in the future)When I setup the assyst search everything expect the expriy date search is coming back correctly. The expiry date is being interpreted like this:expiry date >= 2024-11-12Is this normal behaviour? How do I make it so it only returns when the expiry date = 2024-11-12? 

While testing, our team has found an issue with SLA Resolution Times.SLA “Core-Critical Service” has Resolve Time as 30 days. On Testing we found that it’s not 30 Business Days instead it’s 30 Calendar Days.What changes can we make to setup this to 30 Business Days?Request you to please check this.

We have a use case to integrate assyst with SAP GRC using Soap. Is it possible leveraging ETM to achieve it. Has anyone done this.

We are looking at using the Activities in my calendar in assyst to enter when we are on holiday so tickets are not assigned directly when we are not working. However we have automated processed that assign individuals calls and we don't want these to stop when a user is marked as unavailable. Can you configure certain assyst web users to overwrite this unavailability to the automated calls are still logged?

I’m having a process issue I’ve never come across before.  I have a series of auto decisions in this process based on what the user chooses in the assystNET form.  What does the error mean?  I’m trying to find the issue but I don’t really understand what the error is.  I understand it says the stage has already been generated but it hasn’t so I’m confused.  Anyone come across this sort of issue and have a solution?I’ve restructured the form so that the expressions sub-processes don’t use the same shortcodes and it still doesn’t work.   When trying to make this decision I get the below error 

We are thrilled to announce that our ITIL®4 certification for 16 practices has officially transitioned from PinkVERIFY by Pink Elephant to PeopleCert! Learn more:https://atv.peoplecert.org/tool/assyst/ https://assyst.ifs.com/resources/news-events/ifs-assyst-achieved-peoplecert-accreditation-for-16-itil-4-practices Why the change?Enhanced credibility: Partnering with PeopleCert, a globally recognized leader in ITIL certification, enhances our

Has anyone had to used time variables in substitution keywords?I’ve got a form with a date field DATETIME and am using two substitution keywords to present the date and time on an action template. Date works fine but I’m having trouble formatting the time as either 24 hour clock or with an AM/PM label.$date.format('hh:mm',$new.event.W("DATETIME")) is presenting the time correctly, in the format 11:00. In the context of the related action template I really need to specify 23:00 or 11:00 PM.Does anyone have any ideas?

Hi all! I have a demand to manage Agile Projects (scrum) on Assyst.The project funcitonalities on Assyst are very basic, so I would like to know if someone has done anything related to it.The main points are to track the sprints, user sotries, team capacity and backlog. Idealy, using Kankan cards. Thanks,Odair

Hi,is there way to share attachments within a Process (or even linked issues) , e.g. files attached in R-Tickets are visible and accessible (eMail-Action) in subsequent T-Tickets? If not, this would be a valuable enhancement.Take care,Mathias