Agreed, this is a big miss by IFS (and previously Axios). Why make your customers spend their time searching a wiki and community posts when it would be quite easy to just post a list if existing problems by Assyst version on the Community somewhere.
Can’t you export all of your knowledge via ETM/Data Management Worksheets in Prod, sort them by creation date, delete the ones you don’t need/already exist in Test and then import them in ETM in your Test environment?
Have you tried this? Seems to work our end. .tundra .axios-service-catalogue .filterButtonContainer { align-items: center;} Screenshot of the services search input field It’s glorious! Thanks so much
I have a bunch, but they are all very “hacky”. We were granted access to the On-Premise Data Gateway from IFS for our environment, but it doesn’t work as well as it should, as it doesn’t allow you to trigger based on when a new row is added to the table.For example, I wanted to trigger a new power automate flow whenever a new knowledge procedure was added, but it wouldn’t work with the gateway, so I had to come up with my own workaround by querying the database at 2 hour intervals, adding any new KPs to a sharepoint list, then adding that new KP data from the sharepoint list to our teams week board (sharepoint site) as well as send a Teams message to all of our team members with a link to the new KP. I have power automate scripts that do the following:Weekly Survey Results - sends an email with all of the completed surveys for the previous week Failed Survey Notification - sends an email to the service desk manager whenever a failed survey is submitted (any score less than 3 on any que
I second this. In our environment, Section/Department aren’t meaningful to our end users on user selections, but email address would be, as well as username (InternalID). In other select fields, there’s no need to show ShortCode or CSG to end users. I’ve been able to hide these using CSS, but there’s no way to enable other fields. we need a way to customize the fields shown in select/multi-select fields, whether in Customizer itself or as a column profile.
Can you not just get all of the tickets (tasks, incidents, requests, etc) into a single event monitor (or better yet, link them all together in a single Linked Event Group) and then just take the Resolved or Close action on all of them at once? You may have to do it a few times as when one task/stage is closed, it may spawn new tasks, depending on your workflow/process.I do like the idea of just being able to close all of the sub tasks of a ticket but without closing the parent ticket.
Turns out this is a know Problem/Bug (P13340 ), with a workaround that worked for us.The following workaround have been identified that may help mitigate the impact of this defect:Suggested workaround: This can be worked around by editing the smartmail template being used to use: <%= html_break(EVENT_DESC:gsub("#", "___temporaryhashreplacement___")):gsub("___temporaryhashreplacement___", "#") %>
If I am understanding what you are asking, then yes, I use this same functionlity in multiple processes, basically to assign a decision (or any task for that matter) to a users local IT based on the value of a custom field (though you could also use a system field). Where the entire expression looks like this, just a bunch of nested IF statements. Basically, we have a custom field on the Parent event called “BUSINESS UNIT" where we check the value as follows:If "BUSINESS UNIT" = “VALUE” , ShortCode of Assigned SVD, if not, If "BUSINESS UNIT" = “VALUE” , ShortCode of Assigned SVD, if not… just do the nested IF over and over again, finally ending on if no values match, assign to our base Service Desk service department to figure out.If($new.parentEvent.W("BUSINESS UNIT").name = "Albany", "PIT_ISE", If($new.parentEvent.W("BUSINESS UNIT").name = "Atlanta", "ATL_ISE", If($new.parentEvent.W("BUSINESS UNIT").name = "Austin", "SOUTH_CENTRAL_REGION_ISE", If($new.parentEvent.W("BUSINESS UNIT").
The app does not seem to have the ability to assign tickets and work on them.for agents. I have attached a word doc with the issues. We do have a case open with assyst and have provided the same attachment Also, the assystweb mobile site doesn’t give you the ability to re-categorize (Item/Category) a ticket, or change the Affected/Reporting users (from what I remember, haven’t used it in a while since it wasn’t fully effective and it’s currently inaccessible in the version of Assyst we are now on - 11.6).
Thanks for the advice, but we’ve tried using both Action templates and just entering the info directly in the action desc, no difference. Also tried sending both the direct link (https://<address>/assystweb/application.do#knowledge%2FDisplayKnowledge.do?dispatch=displayKnowledge&eventId=&id=484) and an HTML style link <a href=”<your url>”>Link</a> and neither seem to make a difference.
yes, I like this idea. If they can’t show in the Description tab, maybe another tab for Custom Fields that you can click on to view the Custom Field values
Weird, I searched the assystnet.properties file and could not find the word Favorites at all, which is why I did the CSS hack. I’ll have to check again, thanks.
I usually just do some string magic with javascript to get that from the email body, when the email body will be the same for every email processed by the channel.For example, I have one where i need to set the item for the ticket based on data from the body of the email below, between the “Bookings Subject:” text and the “Bookings Appointment Detail:” text. To do so, I first create a variable to “clean” the body of the email by removing all html tags, etc. Then I do the following, to find the start and end of the data I need. varFindItemStart finds the index of the text before the data I want, “Bookings Subject:” varFindItemEnd finds the the index of the text at the end of the data I want, “Bookings Appointment Detail.” Now that I have these two numbers, I create another Variable to parse the text between those two index values using substring. Now that I have the value I need from between “Bookings Subject:” text and the “Bookings Appointment Detail:”, I created a lookup table of th
I’m not sure I can answer that, our Assystnet does not look like that, so I don’t know what the HTML for those would be exactly.
We just use an Item called “To Be Qualified” and set that item to not be Cause item for any ticket types, that way the ticket cannot be resolved/closed with that Item, forcing the actioning user to choose an Item and Category. All of our metrics are based on the Cause Item and Category, as if done correctly, this should be the item/category for the root cause of the issue.
This worked for me: Added the following CSS to the Styles for AssystNet: h2#uniqName_66_1_title { visibility: hidden; position: relative; width: 75%}h2#uniqName_66_1_title:after { visibility: visible; top: 0; left: 0; content: "My Favorites"; position: absolute;}
Not sure about that, but if it’s processing a file, like a csv, could you make the last row of the CSV a “fake” row, maybe put some word in the first column, like “END” then set your datamapper with a conditional statement for that field so that if the value is “END” then do something else. On any of the parts of the datamapper that you want to run, just wrap them in an if statement, such as:if (!inbound['columnname'] === "END") { do your thing here;}That way if the value of inbound[‘columnnam’] IS NOT “END”, it will do it’s thing. Then you can set up what you want to happen when the value IS “END” in other sections of the same datamapper.Not sure if that would work or if my syntax is correct tho...
Yep, I was in Ideas, but I must have selected the wrong area when posting, will post in Ideas instead
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