Hi Martin, Which version of ETM are you currently using? I believe MSGraph is only available on ETM v 1.5 or later. This is the first mention of MSGraph for the ETM in the Wiki: Integrations:assystETM 1.5 - Channel Configuration - assyst11-6Wiki (axiossystems.com)
Hi Duncan We’ve had the same issues as you, here are the values we identified:Event Builder Type:1 - Generic Class Level2 - Product Class3 - Product Level4 - Item Level Event Type:1 - Incident2 - Problem3 - Incident and Problem4 - Change5 - Service Request9 - Change and Service Request10 - Order0 - No Value (default) Usage:0 - Assignment Only1 - Logging Only2 - Assignment and Logging Start Process:0 - False1 - True2 - Use Default (blank) Hope these help. Kevin
Hi There, Yes you can use <br> when its contained between “ “ to generate a line break. EG “Hello<BR>world” will show as Helloworld So when used with custom fields it can look something like this: “Hi there, please complete action for “+ $new.parentEvent.affectedUser.name + “.<br>They are a new starter” would show asHi there, please complete action for Kevin Morum.They are a new starter I hope this helps Kevin
Hi Mitch, We have approx 450 service offerings live at the moment. We’ve limited visibility via CUQP with restrictions being done via a combination of Company, Department, Division, Licence Role and most recently via Skills (please note that we have identified that if a user does not appear to have a skill against their contact user, it seems to apply all skills to the user, applying all skill based CUQP’s to the user, in a similar way to that if you’re in no CSG’s then your “in all” CSG’s. So we have a placeholder skill that is applied to all contact users to stop this behaviour).We also run a select CUQP using manual Contact User selections, though this is only a temporary measure whilst limited testing is undertaken. We populate the contact user details daily via graph user imports in the ETM, this includes partner organisations and guest users on our AAD. This allows us to limit offerings to contact users based on the CUQP’s that are applied to their contact user, (e.g. a FTE has a
Im unsure why you would to maintain different Knowledge bases between prod and test environments? Why would you not create and maintain all your articles in production, then if they are for Test only, mark them as discontinued in Prod - when your dataset is refreshed over to test, you just need to un-discontinue them as necessary?
Hi Neha, Yes you can add custom fields onto an email, you need to use the following:[SM_CUV_VariableName]The variable name needs to match the Shortcode of the variable on your form, that variable is named as a single string - eg “ROOTCAUSE” rather than “ROOT CAUSE” or “ROOT-CAUSE”. If you wish to email out all system fields you can use:[SM_CUSTOM_FIELDS]It is possible to add additional “system” variables to your variables list - by this needs to be done on your integration server, opening the Additional_Variables.lua file found within your action processor. You will need to give the variable a name and then give the path of the field you wish to add example: ["AV_AFF_USER_EMAIL"] = "event.affectedUserEmail",Gives us the the affected users email address. These values would be added to your action templates in the following format [SM_AV_AFF_USER_EMAIL]Be careful of adding too many custom variables to your additional variables file though as this can increase your outbound mail processin
Hi, Check your event privileges for the following: Use Service Catalog to Log EventsSpecifies if the assyst User is allowed to access the Service Catalog and log events from it.If not Alan’s solution, this is the next likely. Also worth checking that your CSS isnt hiding it
You can set up escalation points on your SLA’s that trigger at x% of SLA passed or x hours passed.Then create an rule in your Action Processors rules to trigger when that escalation is met to trigger a specific email.
It might also be worth checking:Modify Action Date (events assigned to) Modify Action Details (Events assigned to) Take State Action (Incidents, Problem & tasks assigned to) Take State Action (RFCs & Service Requests assigned to)One of those might be causing the issue - especially if you are using ETM to import those details. One way to check would be to log in as this “user” and check whether you can resolve off an event manually, if not, amend the permissions till you can, then retry ETM.
It is possible to do via CSS - using the prefers-color-scheme CSS variable (prefers-color-scheme - CSS: Cascading Style Sheets | MDN (mozilla.org)). We have tried this on our test DB and managed to set up a grey scale “Dark Mode” version of the website. We’ve set variables at the top of our CSS styling, then we can call those variables later. Below is an example of part of our CSS testing: --dark-background:#121212;@media (prefers-color-scheme: dark){ color: var(--color-white) !important; background: var(--dark-background) !important;
In theory you could do the same with a custom field, but I cant find an example of us using a custom Single Select Lookup to drive the same functionality so that dynamic expression might look something like $new.parentEvent.W(“Field”).item.userFieldChar1
Hi Mitch, We use the itemB field as Single Select Lookup with a filtered list from our CMDB. This allows us to use userFieldChar1 as a service department lookup.Then on the decision task, the SVD expression is set as such: $new.itemB.userFieldChar1 (using itemB). This avoids having the issue of an IF in the dynamic expression that needs to be maintained as the maintenance is done in the CMDB and automatically updates the lookup on the form as well.
We’re currently on ETM version 1.6.1 and we have the option to search by UsageType which is an integer field. Running a quick check - looks like usage integers are as follows:0 - Assignment Only1 - Logging Only2 - Logging and AssignmentHope this is of some help
I’m not 100%, but I thought the dynamic task expression needs to be a true/false value, so you almost want that combine query inside another if statement so you are generating out a true/false. As it looks like that combine will always generate a value which assyst may interpret as a “true”.
Additionally should have added that Check Answer is a function, this is added at the bottom of our action_processor_rules_conf.lua function checkAnswer(parmAnswer, parmEventId) local sSql = [[SELECT answer 'ANSWER' FROM rproc_task INNER JOIN rproc_dtl ON rproc_task.rproc_dtl_id = rproc_dtl.rproc_dtl_id INNER JOIN rproc_decisions ON (rproc_decisions.rproc_task_id = rproc_task.rproc_task_id and rproc_decisions.rproc_decision_id = rproc_task.answer_id) WHERE rproc_task.incident_id = ]] .. parmEventId local result,err = DB:sql(sSql) if err then LOGGER:error("Error in SQL when checking for Decision Answer. Error: " .. (err or "??") .. "\nSQL: " .. stringify(sSql)) return end if result['ANSWER']:upper() == parmAnswer:upper() then return true else return false endendANSWER_VALUE = ""function getDecisionAnswer(eventId, actRegId,ans, rmks) local actRegId = actReg
If you open the Powershell created CSV and then try to import does that import successfully? That error seems to imply that the data is being output as a single column rather than being split into the 17 that you would expect.
We have this issue and have reported to IFS (currently listed as problem P15873). You can work around by moving it to a different parent service and then back to where you want it in its correct ordering position.
Hi, Yes you can trigger an email to fire on the action processor, we do this by using checkAnswer: { [[ Send Mail to affected user Decision Approval Received ]], [[ EVENT_TYPE == "d" and ACT_TYPE_SC == "CLOSURE" and (CATEGORY_SC == "DECISION" or CATEGORY_SC == "AUTHORIZATION" or CATEGORY_SC == "APPROVALS") and checkAnswer("Yes", EVENT_ID) ]], strSendMailV2 .. "TEMPLATE=SM_INTERNAL_APPROVAL_RECEIVED RECIPIENTS=TO_AFFECTED", "continue" },Hope this helps you. Kev
Assyst has a wiki that provides a good guide on all areas of the system. For workflows I would start with the workflow theory page: Workflow Theory - assyst11-6Wiki (axiossystems.com)
Hi Chris, If you are hiding the affected user field from the end user you could use something similar to the below:$new.affectedUser.shortCodeIf you aren’t hiding the affected user field then this would update as the affected user is updated. Alternatively you can use the Reporting User field - but that isn’t populated until the ticket is submitted so couldn’t drive further lookups on your form at time of completion (eg telephone number).
Good Afternoon, I believe you can remove the Services item from the left hand menu by removing the option for Service Catalogue in the licence role - licenced features section. Hope this helps. Kevin
Hi Chris - this is the code we used in the Assyst User expression field. "ZZ_"+$new.parentEvent.W("<<FIELD-SHORTCODE>>").shortCodeWe prefix the users shortcodes with ZZ in our database. The Field in the quotes was a single select lookup for the contact user table.
Hi Amal, Are you trying to add a manager to a contact user?
Hi Amal - Do you mean comments against tasks in AssystWeb not being visible to end users in AssystNet?
Hi ManishWe created an event builder ETM channel - here are the values you need: Event Type - This is what type of Event the event builder is to be used in conjunction with. The options available are as follows:1 - Incident 2 - Problem 3 - Incident and Problem 4 - Change 5 - Service Request 9 - Change and Request 10 - Orderand Usage - This is for what the event builder will be used for. The options available are as follows: 0 - Assignment Only 1 - Logging Only 2 - Assignment and LoggingBelow is the RAW code from our event builder channel - hopefully can be of some help as well :) { "targetResource" : "eventBuilder", "targetClass" : null, "mapping" : [ { "field" : "break", "searches" : [ ], "defaultValue" : { "shortCode" : null, "csgShortCode" : null }, "searchReturnFields" : [ ], "searchReturnCollection" : false, "value" : "!inbound[\"Matches at\"];", "maxStringLength" : null, "csvLookup" : null, "match" : null, "customFieldType" : null,
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