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IFS assyst

Q&A Forum for IFS assyst Customers, Partners, and Employees

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Tomasz KotDo Gooder

asked in assyst Integrations

Certificate problem for HTTP REST connection

Hi, I'm using IFS Cloud version 22.2.2.Does anyone use the capabilities of IFS for data exchange using HTTP SOAP or HTTP REST?I received a communication certificate from the service provider, which allows me to access their service. I installed the certificate in Windows as Personal. With the certificate, I can open the service page (fictional address) https://connect.xxxxxx.com/xxxx-cdc/cdc00101?wsdl with the service directory. The page doesn't open without the certificate. I'm doing the same in IFS. I defined the Routing address as REST with the endpoint https://connect.xxxxxx.com/xxxx-cdc/cdc00101?wsdl. I pasted the key into the Keystore. I placed a reference to the key in the Additional Headers of the Routing address. ssl:KeyStoreId = xxxxxxx and ssl:KeyStorePwd = xxxxxxxx. The key's password is the same as the Keystore's. Authentication Method: None. (Other Routing addresses with a REST definition pointing to the https page are working, and the page data is displayed.)The service

dsouza7Do Gooder (Customer)

asked in assyst General

How can I create a login that works for both AssystNet and AssystWeb?

My company has agents with Assyst User credentials that also need to be able to log into the Contact User service portal to submit tickets to other departments if needed.Example: Building maintenance agents handle maintenance tickets but also need to be able to submit IT support tickets to the IT helpdesk in their own name.Is there a way to have a single login that works as both a Contact User and an Assyst User? I have tried Aliasing and setting equivalent users, as well as poring over privilege settings and can find nothing.

Manish VermaDo Gooder (Customer)

asked in assyst General

Sorting Service Offering in alphabetical order

Does anyone has a solution to sort Service Offerings in alphabetical order? Doing it manually it very timing consuming and very hard to maintain too.

greymooseDo Gooder (Customer)

asked in assyst General

FAQs on IFS asssyt Self Service App

We are just starting to test the IFS assyst Self Service App (version 1.5.0.51).I’ve been advised by the IFS Service Desk that FAQ categories are not visible in the app. That being the case I am wondering why FAQs is a menu item on the map.You can’t see anything to select on the FAQ page and the search button takes you back to the home page.Is anyone else using the app who can explain what the FAQ page is used for? Have we missed some configuration steps?

DwagyZDo Gooder (Customer)

asked in assyst ITOM

WLC monitoring

Hi Team, how we can monitore WLC wireless controller in ITOM 5004_3 with all configuration and AP’s connected to ?

nwestSidekick (Customer)

asked in assyst General

After Action Reviews within assyst

Is anyone using a After Action Review (AAR) template/service offering within assyst? If so, I would love to speak to someone about how they have implemented this part of their major incident management process/problem management process.

Tomasz KotDo Gooder

asked in assyst Integrations

How to integrate IFS with a bank using SOAP?

Hello,I would like to integrate IFS with a banking web service. I have been provided with the documentation, WSDL address for the SOAP service, and a PFX key for communication with the bank.I have already set it up in the SOAP UI testing application. Now, I am trying to do it in IFS. The bank provides services in the ISO20022 standard, which is supported by IFS. However, I am unable to handle HTTP SOAP in IFS. Perhaps someone has already implemented this with the communication keys. How should I proceed?Thank you.Best regards

nwestSidekick (Customer)

asked in assyst General

Knowledge within InfoZone

Hi, has anyone set up the external knowledge within the info zone? If so, can you provide more information on how it is used within your organization?

mancelticDo Gooder (Customer)

asked in assyst General

Missing names in my Delegations

We have run into situations where an end user is trying to add another end user as their Delegate using the self-service portal but the persons name never shows up to select when searching. I verified the contact user and assyst alias user records are created correctly and also verified that they have event Privilege = Delegation as part of the privilege group on the user alias record.We have other people that are able to add delegates without issues, but in some cases valid user names are not selectable for some reason.Has anyone run into this before and is so what was the root cause?

CHRISTALMSidekick (Customer)

asked in assyst General

Progress Self-service Portal

Hello,Does anyone know how far back the “Open in my Name” and the other choices go? Does it hold a certain amount of days? Is there a way or place to change that or search for that information? I checked the wiki and also the System Parameters but couldn’t locate the time frame of held information.I have a colleague requesting this information as they will be doing a presentation and wants to tell clients how far back users can see the progress.Thanks in advance

asutliffDo Gooder (Customer)

asked in assyst General

Allow contact users to log tickets on behalf of others

Hi all, We have a requirement to allow some users to log tickets on behalf of others however, this is something we would only like to offer to a certain group of customers.For some background, we support Libraries and also a Fire Service which contains many fire stations. We have worked a solution but it seems quite ‘clunky’ and the work required to perform this work around is substantial.The final goal is to allow manager to be able to log tickets for multiple sites.Current Solution:Created a new Licence Role and added relevant users and assigned rights to log on behalf of another user. Modified the affected user lookup expression to only show other contact users that share the same section as the reporting user (This doesn’t work very well as not all the users have the same section as others) This will also need to be replicated on hundreds of offerings.Is there any known adequate work around to achieve this? I’d be keen to know if there’s anybody else supporting sites and how they d

kenpatelDo Gooder (Customer)

asked in assyst General

SaaS Assyst Change, Incident, Problem Management Design Templates

Hello all,Does anyone have predefined templates to share to grab Incident, Change, Problem management requests that were Open, Closed, Pending Status in a dashboard format? Or what I can do to create real-time dashboard for Incident, Change, and Problem?

jyorkDo Gooder (Customer)

asked in assyst General

Links breaking in SmartMail notifications/Outlook

Has anyone else encountered an issue with the links breaking in the SmartMail notifications for Outlook users. For example, if we wanted to respond to a user and send them a link to a Knowledge Article, we would paste a link in the Action Description, which then sends the notification to the user. In the details of the notification, the link is broken in Outlook due to the “#”. Here is the link:https://<address>/assystweb/application.do#knowledge%2FDisplayKnowledge.do?dispatch=displayKnowledge&eventId=&id=484When the user get’s the notification, here is what they see. The link is useless as this ends up taking the user directly to the portal, but not the specific location we wanted (KB article, service offering, etc.)

CHRISTALMSidekick (Customer)

asked in assyst General

Item auto-populating and shouldn't be

I have a lookup filter expression in one of my forms -- “from item as Item where Item.product.productClass.shortCode in ('name of SVD', 'area')” We recently upgraded to 11.5 and in this version, the Program/Area (renamed Item to Program/Area) is auto-populating and it shouldn’t be. I would like to have it show blank on the assystNET form as well as in assystWEB. This didn’t occur in our previous version 11.1 Is there a way to do that in this version? I’m not sure why the upgrade changed it. Thank you in advance

dlongSidekick (Customer)

asked in assyst General

Display Item ID on Item Form

In our efforts to keep assyst in sync with other systems, some have already been using the Item_ID for this, and they’ve found it by looking at the end of the URL of the current Item page. We are wondering if it possible to display the current item’s item_id directly on the Item form using Customizer to make this a bit more user friendly. Thanks,...Donovan

mancelticDo Gooder (Customer)

asked in assyst General

Delegation in Assyst

I’m aware of the basic delegation functionality that Assyst offers, where any Contact user can click on their profile and then setup time bound delegates as needed.However, I have several other questions.(1). Is it possible to setup a delegate for someone else?I ask because, we run into this frequently where a person who is an approver on some process like change mgt for example, is out of the office but never setup a delegate. This really delays the process and causes a lot of extra work trying to figure out who can approve in their absence etc.It would be very helpful if a system admin or some other role would have the ability to do that.(2). Is there a way to see all the delegates setup in the system?Is it possible to do this with an event monitor? or some type of report?Thanks in advance.

Alex IvkovicDo Gooder (Customer)

asked in assyst General

Text Message Notification

Has anyone come up with a solution for texting technicians to let them know they have been assigned a new ticket?

moconnor1Sidekick (Customer)

posted in assyst General

CMDB Demo

Hi All,We’re considering moving forward with implementing a CMDB and prior to presenting to our leadership for approval of a SOW etc was wondering if anyone would be willing to host a brief demo of their CMDB instance?We are a healthcare organization with both owned and managed facilities and are working out the discovery side of things given all of the tools and applications we are utilizing in our environment currently.Even if it was a brief video vs a full on demo I think anything would be helpful to show or have on hand for reference if at all possible.Let me know if this works and

jdelormeDo Gooder (Partner)

asked in assyst General

assyst 10 SP6 Kerberos aes256

Hi,Does assyst 10 SP6 FP3 supports Kerberos enctypes aes256-cts-hmac-sha1-96?If so, is the fix to add “aes256-cts-hmac-sha1-96” as the first entry to all 3 lines (default_tkt_enctypes/default_tgs_enctypes/permitted_enctypes) to the krb5.conf file?Or, should the entries only be “aes256”?Getting error “Encryption type AES256 CTS mode with HMAC SHA1-96 is not supported/enabled”.IFS assyst Web Server running on OS WinSrv 2008 R2 with Java JDK 1.7.0_80.Jean

mancelticDo Gooder (Customer)

asked in assyst General

Mobile app critical incident alerts/notifications

Has anyone come up with good ways to enable alerts/notifications using the IFS Assyst Mobile App?We have support personal who want to be alerted especially during off hours whenever a high priority incident or outage occurs. So, we want a push notification not simply that they check email on a regular Candance.

dmntrnrDo Gooder (Customer)

asked in assyst General

IFS assyst Survey Error

I am trying to set up a survey in IFS assyst using an event query. When I run the query in event monitor, it returns a list of events, with then Affected user field populated.When I add the query to the survey, and click on Issue Request, i receive an error “Event Query returns no users.”Am I missing something?

Steve MillerHero (Customer)

asked in assyst General

Change - Scheduled dates

We are trying to create a smoother user journey for our technical teams, so have put a change windows start and end times in the description of their tasks using the system fields on the event (pictured below).System scheduled fields We are able to output the dates successfully using…"You have been assigned a peer review task for '" + $new.parentEvent.formattedReference + " - " + $new.parentEvent.shortDescription + "' by " + $new.parentEvent.affectedUser.name + ".<br><br><table><tr><td>Start:</td><td>" + $new.parentEvent.scheduledStartDate + "</td></tr><tr><td>End:</td><td>" + $new.parentEvent.scheduledEndDate + "</td></tr><tr><td>Technical Team:</td><td>" + $new.parentEvent.technicalServDept.name + "</td></tr><tr><td>Down time?</td><td>" + $new.parentEvent.downFlag + "</td></tr><tr><td>Description:</td><t

philipploewenDo Gooder (Customer)

asked in assyst General

Assyst JVM out of memory / general memory usage after upgrade to 11.6.1

We are using 7 Windows Servers with assyst Server installed behind an F5 load balancer for a maximum of 200 concurrend assystWEB and 30 concurrent assystNET users.We also have another server running assystServer, IPaaS and Search Server. This one is not used by normal users.Since upgrading to Assyst 11.6.1 last Friday we’ve been experiencing some “java.lang.OutOfMemoryError: GC overhead limit exceeded” on the 7 servers behind the load balancer which leads to the JVM restarting and all sessions on that server being killed.This doesn’t happen on all the servers and is irregular.We had all the JVMs for assyst Server configured to 6GB of memory as recommended by IFS on the Wiki. We decided to up the limit to 8GB which seems to be working for now but our JVM monitoring shows spikes to nearly 8GB which if reached would probably make it restart again. According to the wiki page from before we should need 50MB per user but we have way higher memory usage.Has anyone be experiencing similar incr

mgswillsDo Gooder (Customer)

asked in assyst Reporting

Annual reporting

Hi, we’re running on-prem Assyst 10sp7 and I need to run some stats against change, request and incident numbers and resolution times.I’ve tried using the reporting section but not getting the level of detail I need from the reports available to me. I thought I would just download the raw data into excel and create some pivot tables but the event search seems to be limited to 4000 records. Is there another way I can create these reports or get the raw data out?ThanksMatt

morevalueitDo Gooder (Customer)

asked in assyst General

Availibility assyst 11.6.2

Why version 11.6.2 is no longer available for download?

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