Hi, From assyst 11.6.0 there a promotion utility has been added to assyst which will allow you to export data from one assyst environment and import it into another environment. Currently the data that this promotion utility covers is limited to custom forms and workflow processes as these area’s aren’t covered by the Data Management Worksheets (DMW) in assystETM. Using the DMW in ETM you can export and import data from one system to another system. However, both of these options do require manual work. The areas that the promotion utility covers will be expanded in future releases. Currently there is nothing out of the box that would automatically replicate changes from one environment to another.
In this case it would be custom fields on the logging form that would be set based on the user flags on the contact user form. Custom fields on a logging form that have been setup as shared fields can be used as filters in an Event Monitor. But I agree it would be better if more of the fields on the contact user form could be used as filters in an Event Monitor.
Hi, if you want to automate using assystREST then you can use a tool like Curl to send the commands to asssystREST. Using a tool like Curl will allow you to provide the login credentials. My previous comments where about the permissions linked to the user. Does the user you are currently logging in with have permissions to view the call you are trying to retrieve?
Hi, I don’t think it will be possible to create an Event Monitor based on values filled in on User Flag 1 and User Flag 2 on the contact user form. A report would be able to access these values. There are solutions we could come up with such as setting a certain Item B (or linked Item) or updating a custom field on a call if the affected User has a specific Flag1 or Flag2.But this kind of work is normally best planned in as some skills transfer during consultancy work.
Hi,the MailboxReader can process incoming emails but if you have assystETM setup we recommend you setup a channel in ETM to process incoming emails. An example configuration is documented on this wiki page: https://wiki.axiossystems.com/assyst11-6Wiki/index.php/Integrations:assystETM_1.6_-_ExamplesOr some consultancy can be booked in to do skills transfer on using ETM to process incoming emails.
When you go to that URL you are asked to login. You will get the permissions linked to the user you login as. This wiki page has general guidance on using the REST and has some examples as well: https://wiki.axiossystems.com/assyst11-6Wiki/index.php/Category:assystREST
Also the ‘FAQ’ option needs to be enabled in the license role the contact users are linked to.
Hi Phil,do you see the FAQs in the normal Self Service Portal (assystNet)?There is also a tick box ‘Available to contact users’ that needs to be ticked for the FAQ to be shown to end users. Regards,Menno
Hi,as you have already done you do need to put the users that need to ‘log on behalf of’ of someone else in a licence role that has that feature enabled. Being able to correctly limit which users they can choose from is however always going to be dependant on the data in your assyst. If section isn’t working for you could you go a level higher to branch, division or company? You can navigate the hierarchy when using the extended keyword notation in lookup filters.Yes you would need to add the filter expression to the affected user field on all logging forms where you want them to fill in the user the request is for in the affected user field.It would be nice if in assyst we had a global filter we could set for ‘log on behalf of’ users you can see but that isn’t the case currently. Regards, Menno
Hi, so what you are talking about is what we normally call the OLA. But this is indeed setup as a Service Department SLA in assyst.For OLA reporting three things need to be setup in assyst:SLA (with targets setup) filled in on the Service Department form Acknowledgement Required ticked on the SVD form ‘Detailed assignment history’ system parameter should be set to true.When this has been setup then each time a call is assigned to a new team then two clocks will start running:SVD response time (how long it takes a member of the assigned SVD to take any action against the call) SVD Assignment time (how long the call was assigned to the SVD for this assignment)If a call ping-pongs between SVDs then for each assignment these timings will restart from zero.These timings are separate from the overall SLA towards the end user.You can see the achieved and target times by opening the assignment action to a SVD: With reporting it is possible to add up multiple response/assignment times for one
Not sure which version you are on but this wiki page explains how it works: https://wiki.axiossystems.com/assyst11-4Wiki/index.php/Service_Catalog_Reviews#Service_Feedback
@PerkinsJ which report files are behind those full page reports?Most of the old full page reports where re-written as Fixed Design Report Wizard reports.
Hi,your html file for the templates is most likely missing some needed html code. Here is an example of a basic email for call resolution: <html><head><style type="text/css"> #container {padding: 0 30px;} table#msg {border: 1px solid #00876E; border-collapse: collapse; margin: auto;width: 700px;font-family:verdana;font-size:9pt;color:#25383C;} table#msg th {background-color: #00876E;color: white; text-align: left;padding: 10px;} table#msg td {border: 1px solid #00876E;padding: 0 10px;} table#event {font-family:verdana;font-size:9pt;color:#25383C;} table#event td {border: 0;padding: 0;} table#event td.desc {font-size:7pt;color:#C0C0C0} #note {font-size:8pt;color:#707070}</style> <body> <div id="container"> <table id="msg"> <tr> <th> <b>Axios Service Desk</b> </th> </tr> <tr> <td> &l
Hi,currently ETM is not used for sending email (it is used for processing incoming emails)Emails are sent using Smart Mail (https://wiki.axiossystems.com/assyst11-6Wiki/index.php/Category:SmartMail) or directly from assyst (https://wiki.axiossystems.com/assyst11-6Wiki/index.php/Using_Email_Actions) There is also and pre-configured SmartMail setup that a consultant can help you setup.
Hi, there should just be a Custom Form Short Code field you can set in the Data Mapper in ETM.
Also see this idea:
Most customers don’t send out emails for tasks other than notifying contact users that a decision task has been assigned to them. (Managers approving requests for example). Typically the rules in the Action Processor are setup to exclude tasks by only sending for Incidents, Service Requests or Changes.
Hi, most likely just a typo in your example, but when setting the lookup filter you always need to ‘alias’ the table you are selecting from.In this case try select User.usr_id from usr as User where User.csg.shortCode = ‘xxxxx’
Looking at your screenshot you are using the wrong assyst resource. You want ‘Contact User’ as the resource. You should then have an entry for the manager available.
Hi, If you login to assystNet with the user that was used to setup the default homepage then there should be an option to ‘publish’ the homepage. Self-Service Help:Home Page Help - assyst11-4Wiki (axiossystems.com) Regards,Menno
The following can be used to get the selected items from custom fields that are lookups to the item table. Just replace PLACE_HOLDER with the shortcode of the custom field you want to extract. (SELECT i.item_n FROM item i, jptsys_web_cust_prop_cont c, jptsys_web_cust_prop jwcp WHERE i.item_id = c.lookup_val_id AND jwcp.jptsys_web_cust_prop_id = c.jptsys_web_cust_prop_id AND jwcp.jptsys_web_cust_prop_sc = 'PLACE_HOLDER' AND c.entity_id = incident.incident_id) Regards, Menno
From assyst 11.3.1 it is also possible to add Service Offerings that are URL links (External links) and don’t log calls. Managing Offerings in the Service Designer - assyst11-4Wiki (axiossystems.com)
Are the decisions being made via email being made with the same assyst user each time?Check that the assyst user making the decision is in a privilege group that has the following options setup under Event Privileges. Regards,Menno
Hi, that kind of validation is not possible at the moment. I do believe it is on the roadmap.
Hi,this is possible by using ETM to read emails from a mailbox (or folder within a mailbox). Lots of customers do this.You can keep it simple and have emails logged against the same item/category/assigned team or you can have the emails logged differently based on their subject or the content of the email.Integrations:assystETM 1.5 - Channel Configuration - assyst11-5Wiki (axiossystems.com)
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