IFS assyst

I am working on an ETM channel I inherited from my predecessor. Within the code, he refers to the lastSLAClockStop of the existing record. As of the end of November, it doesn’t seem to exist in the payload. Is this a change that was made within IFS? 

We have a “Service Department” FX that I am wondering if someone may be able to assist with.  We have a service offering that we have set up to be used as a stand-alone offering or as part of a few of our Bundle offerings. We are looking to have it assign to a desktop team based on region if used as part of any of the bundles, and to the Service Desk when it is not being used as of a bundle/ as a stand-alone or being used as part of a bundle when the region field is blank/null.   Notes:The Region field is on the Parent Bundle Form and can sometimes not be required (empty). Current Expression:if($new.parentEvent.bundleEvent.serviceOffering.shortCode = "ONBOARDING",            if($new.parentEvent.W("DESKTOP REGION").name = "US & Canada", "DESKTOP SUPPORT US & CANADA",            if($new.parentEvent.W("DESKTOP REGION").name = "EMEA", "DESKTOP SUPPORT EMEA",            if($new.parentEvent.W("DESKTOP REG

assystWeb 24R2 SU1 has now been released.  This can be downloaded from our CDN.Release notes can be viewed via the following link.

​ Hello,I have a question regarding password security and maximum length for login to the Assyst Portal (AssystWEB). In today’s landscape longer passwords are a must to comply with security best practices and guidelines. Our company policy dictates a minimum character length for passwords that are not to be regularly changed.However, we have some issues in this area where login to the application using the GUI is needed, but users have passwords that are longer than 30 characters and this causes conflict with the maxlength. This current maxlength impacts authentication where login is prompted Database or using LDAP as the Server Security Mapping for assystWeb.Is there a reason as to why the Assyst Portal password field has a maxlength set to 30 on the login page?assystweb Password field maxle

Hi,I’m sorry if this has been answered before, but I could not find any information regarding the deployment of Assyst Enterprise (Assyst server) and Search server in a containerized environment.As I understand, there have been steps taken to allow Assyst to run in a containerized environment such as Kubernetes. However, there does not seem to be much information on how to proceed.The only information on this matter that I’ve found so far is this article from the wiki.The article however is very vague on how to move forward with preparations for such a deployment. There does not seem to be any prepared or easily workable resources within the Assyst installation files from the CDN for deploying Assyst in a containerized environment, nor does the wiki specify where or how to

Hello everyone,Is there a way to split the screen within a Service Offering / within assystNET (self-service portal)?We have a ton of white space here which would be better if we could have a form on the left and the infomation to the right. Please see the screenshot below as an example?This would save our customers having to scroll down the page to get to the form. Many Thanks,Jessica Lee van Pelt (She/Her)Service Analyst - IT Service Operations, Architecture & Design (NSSL)

Hello,I have a question regarding the use of Item Source and its intended use case.The Wiki currently presents this as a function to be used by ITOM/ITAM to allow for documenting the last audit. However, to actually use this seems unclear to me.Is the intended use solely to act as a registry of audits performed on the item?Such as :Source Reference Source System Last Audit Date Modified By Transaction ID 31234 SCOM 2024-12-31 ZZ_SCOM_IMPORT Transaction ID 41254 SCOM 2025-01-31 ZZ_SCOM_IMPORT  An alternative use case which I’m trying to verify the viability of is the use of “Item Source” as

Hi,I’m sorry if this is covered in the wiki, but I could not find the information I was looking for and I’m now unsure if what I’m trying to achieve is even possible and am unsure where to turn next. The practice within our organization is that Problems and RFCs are not to be measured using SLA targets.This practice within our organization is recommended by several other organizations, and our users know these event types are not used to measure performance; however, they report finding it stressful having a visible timer ticking down or displaying in red in the info-zone and on the WorkManager cards leading up to and following a “breach.”It is my understanding that it’s possible to have tickets with no visible SLA clock in the info-zone or WorkManager; however, this then also removes several useful timestamps from being recorded on the record form. Is this correct, or is it possible to remove the visible timer in the info-zone and Wo

We have custom fields on our Contact User form.  We have a use case where the logging user needs to see the information that is stored in these custom fields. I’ve attempted to reference the custom fields in the Event Logging Form Contact User field definitions System Parameter but haven’t had any luck.Is it possible to have the contents of these custom fields appear in the “Affected User details panel” in the Self-Service portal? 

I’m currently working on creating an ETM channel that processes incoming emails. They can have different priorities, typically increasing in severity as time goes on. I need to compare the incoming priority to the one that already exists in the ticket, and if there’s a difference, update it. Does anyone know of a particular way to achieve this?

Is there a way to make fields side by side vs. always under each other?  

Does anyone know if there is an ERD for Events (the main table is called Incident) as it seems to be missing from the following wiki page?Entity Relationship Diagrams - assyst11-8Wiki 

I’ve had a request from a Service Department to add a status field to incidents so they can report what stage it is in.I’ve create a custom field on the incident form in Customiser and a lookup containing 4 options: 1.Investigation, 2. Problem Identified, 3.Resolution in Progress, 4. Acceptance & Deployment. All working nicely except I can’t create a monitor that will display the field or filter on certain values.Is there a better way of doing this where our support team can report on the status based on the stages above?

Hello everyone, I do hope you can help me to under Task Expressions from Decision Answer(s).We have a process named ‘1ST LINE MANAGER APPROVAL’ which is triggered once a System Access Request (Service Offering) is submitted by an End User on assystNET (Self-service Portal). Our process/workflow looks up the Contact Users Manager and assigns them the Decision Task. The Manager can then answer this Decision Task by either selecting ‘APPROVE’ or ‘REJECT’ and can leave any comments within the Description Text box.If the request is approved by the Line Manager, the Decision Task closes, and the process sets up a Stage Action Type: “IMPLANTATION” for our IT Service Desk to complete. They then manually close both the task and then the Main Event through separate actions - Great! However, if this request is rejected the process ends via Process Category “SVQ REJECTED” and it also closes the Main Event too. When our End Users review their closed t

Hi all,I have a question regarding assystWEB, do you guys maybe know if there is an option to highlight updated tickets? Not by a notification bell, but by making the title bold or maybe some column with an icon when a ticket is updated?

HiWe have times when staff re-open events days/weeks/months after they were resolved and closed.  It’s accepted that, sometimes, the re-open is valid should the resolution be found to not be correct.  However, it’s the time frame of the re-open that can be the issue.On the SmartMail generated closure email we state that the event can be re-opened within 3 weeks of the closure, and give the date before which it can be, but there’s nothing to actually stop this happening 22+ days after closure.I believe that there isn’t a way to remove the re-open action for events (unless I’ve just not seen it) so I’m looking at utilising the Action Processor to do the job and apply a closure action and, within the Action Processor manual in the wiki there is an example of a closure before applied after a number of days: {[[ Closure following at least 3 Chase up actions with more than 7 days difference ]], [[ ACT_TYPE_SC == "CHASE UP"

Has anyone set up their CUG update via ETM that also imports the customers image? We are a Microsoft O365 shop, so I know the URL to get to the image, but I’m not sure how to set this up to import to the Contact Users profile. I’ve tried the following, but I just get a message that “No Update Needed” though no changes are made.  Then in my Spreadsheet I’m using to import/test, I have the following:  

Apologies if this already exists, but I can’t find it in the Wiki, at least for the Assyst version we are on.Can we add a column to the Knowledge Search results table showing whether the KP is available to contact users? If I’m doing a KP search and find a KP I want to send to my user, I need to know if the KP is available to Contact Users before I send it to the user. The only way I can tell if the KP is available to contact users is to select the KP, go in to Manage/Edit the KP then look for the check in the Available to Contact Users checkbox. This is a waste of time. Can we not just add that as a column in the results table here: It would also be helpful to show that in the header area in the KP view as well: 

What does the assystadmin.war do? How can I access it?

Hi everyone, I am setting a datamapper in AssystETM to create an event based on the import of a mail.I set the datamapper and I can create the event without particular problems with the “standard” values of an event (affected user, mail, item, etc.).Now, I would like to also track the To and CC fields of the mail I’m importing; the final result I wish to achieve is to have all these fields and to be able to insert them in an action template that I can use, for example, with a mail to customer action.For that scope, i will need to create at least 3 substitution keywords to be used (one for the To filed, one for Cc and one that combines them).I was already able to create a variable in my datamapper to extract the required fields, but now I am struggling creating the keywords.I started creating a variable in my datamapper, but I can’t find any information regarding using datamapper variables as substitution keyword. Do you know if that i

Hi,I cannot find information regarding the possibility to change lane to a ticket through assystREST/assystETM.my idea is a lane “waiting manager approval” and automate the move to next lane when the approval task is closed.has anyone explored a similar scenario?thanks

 I’m rather new to the use of assystREST API, and I do apologize if this is blindingly obvious. I’ve tried using the Assyst wiki assystREST_More_Examples article as a guide, but I’ve come up short. Is it possible to get all attachments from an event using a single rest query?When using the query below the “Event attachments” are returned, however none of the “Action Attachments” are part of this response. GET http://:/assystREST/v2/events/[eventId]/attachments  I have attempted using the actions endpoint, however that does not return any of the “Event Attachments”, and this returns all the actions, not just the attachments. GET http://:/assystREST/v2/actions?eventId=[eventId]&fields

Has anyone been able to customize the output of the $EVENT_DESC ?  I’m trying to make the emails look nicer with HTML formatting but when I add the event descriptions, it shows like this:No description entered. See Additional Information. <==# ADDITIONAL INFORMATION (DO NOT EDIT) #= ** Area Office Corner Brook, NL ** Your position: *whatever chosen* 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 #==> I’d like to possibly add it in list or at least one line per question as well as not show the questions empty questions, only show the que

I’m using ETM1.7 and am trying to debug a data mapper that was created previously.  One of the Search criteria used on a Variable assyst search on an Event has “disableExpetionOnMaxRecords” set to ‘true’.I searched the wiki but am unable to find any info on this.Does anyone have any insight as to what this is used for? 

Hi all,We are attempting to host the IFS Assyst server locally using JBOSS EAP.After completing the installation process, we started both the Windows service and the server.However, when we try to access the server through localhost, we encounter an application error:Error: "The requested resource could not be found, e.g., incorrect URL specified."Installed applications and versions:jboss-eap-7.4.0 assyst Web 11.5.2 Build 12554 JDK 8Does anyone know the possible cause of this error and how to resolve it? Thanks.