Replies posted by manceltic

14 Replies

M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in Products (Manufacturing, Products, Engineering)

Automatic Incident creation via SolarWinds Pingdom Alert

Ok thanks for the additional information Paul.Appreciate it and happy holidays.

5
M
Do Gooder (Customer)
4 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in Products (Manufacturing, Products, Engineering)

Automatic Incident creation via SolarWinds Pingdom Alert

https://www.pingdom.com/resources/webhooks/

5
M
Do Gooder (Customer)
4 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in Products (Manufacturing, Products, Engineering)

Automatic Incident creation via SolarWinds Pingdom Alert

Thanks, Paul, for the quick response.Were already using REST API from SolarWinds to generate incidents in Assyst.However, the Pingdom tool does not have that option but instead mentions using a Webhook for 3rd party integration.Pingdom sends this JSON response to webhook Post endpoint (see attachment for example). 

5
M
Do Gooder (Customer)
4 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Missing names in my Delegations

I put some notes in the ticket I had thanks

6
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Missing names in my Delegations

Hi Dimitri - sure enough this was the issue.What was odd is the duplicate record was discontinued but it still prevented it from showing up on the add delegate search. I deleted the duplicate and then the delegation worked as expected.Thanks again.

6
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Services & Service Catalog missing from self-service portal

We figured it out as on one of our license roles in test was slightly different than production whereas the check box for Service Catalog was off. Thanks Alan and Kevin as this helped point me to where to look.

5
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Services & Service Catalog missing from self-service portal

Thanks Kevin for the quick response as well.All our contact users have the exact same user alias which is setup identical. In that we have a privilege group called All End Users with the same Entity and Event Privileges. All users then have access to the self-service portal and specifically the Services Menu and the Service Catalog. Both production and test are exactly the same from that perspective and so that would not account for why test is missing and production isn’t. And as I mentioned the odd thing is that it shows only when using ZZGLOBAL.

5
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Services & Service Catalog missing from self-service portal

Hi Alan thanks for the quick reply.We have several different license files for employees and contractors and vendors for example.These are similar and are assigned to many users so that folks pretty much get the same access. We rarely change these license roles. I did make 1 recent change to the employee license role around advanced event monitoring which was a recommendation from IFS support on an issue I’m having trying to make a global event monitor available on the self-service portal. This shouldn’t have anything to do with my services missing problem, but just to be safe I turned that checkbox off and after logging off and back on it didn’t have any effect.

5
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Incident SLA Improvements

Thanks Caroline for the reply.We worked with professional services both during and after our implementation last November.We tried many different ways to setup and track incident SLA’s in our system without breaking other functionality such as what types of events some of our 3rd party support teams would see.The scenario I mentioned in my post seems to be a system functionality gap so I don’t see the support teams being able to help in this case.  

2
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Missing names in my Delegations

Hi Andrew thanks for the reply.We use the exact same user alias for all our contact users.Also the issue I’m having is with active users not discountinued.

6
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

How can contact users be tagged on events so they can watch the progress of work?

Thanks Brian for the quick response, this is helpful.I’ve been able to get this working in our test system.A few observations and questions though:(1). We noticed that this functionality is only enabled for events created via our end user portal (Service Catalog). So, Service Requests and even Incidents that were submitted via a catalog item. Please validate that is true?  If so one gap we have is we also have quite a few events, especially incidents that are created by our helpdesk and support teams directly in Assyst.Web not our end user portal. What we found is those events don’t have the follow functionality.(2). Related to this we noticed that when someone adds a follower, in Assyst.Web the person’s name shows up in the related Users section of the event. That makes sense, but what’s confusing though is as you know other users are sometimes added manually to events like incidents because they are impacted. Same is true for the repeat call functionality for a Major Incident.So, if

2
M
Do Gooder (Customer)
9 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst Reporting

Report Menu on End User Portal

Thank you Paul - this was very helpful.

2
M
Do Gooder (Customer)
10 months ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Decision Task Email Replies not advancing process/workflow

We know it’s not consistent and it’s not related to any specific users.We also know it occurs with users that are only end users (.NET) as well as assyst users (.WEB).We believe its more on the action processor/ETM side of the house that is causing the issue.Any IFS Assyst Admin’s out there that might offer some guidance?

3
M
Do Gooder (Customer)
1 year ago
M
Do Gooder (Customer)
mancelticDo Gooder (Customer)
asked in assyst General

Decision Task Email Replies not advancing process/workflow

Thanks, Menno, for the reply.This occurs infrequently and has occurred for both assyst.Net and assyst.Web users.Our business folks typically do not have direct access to the Web support portal and either approve events using Net or via approval email links as I mentioned.All users in our company have contact user records created and as part of that they have a Web Alias as well.So, it’s a specific user or access/privilege issue. Scott.   

3
M
Do Gooder (Customer)
1 year ago

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