Hello, We’ve just built a tabular version of impact explorer that we’d like to be linked from events’ forms. Therefore, I created a custom field of type title that I intended to update with an hyperlink to that external report that receives item’s id as an input parameter via its URL.However, assystETM does not seem to allow me to update those title fields directly, even giving me a warning when I try to do so: Is there any way around this via ETM ? Or any other alternative which would enable me to create a dynamic hyperlink from inside my event forms to external URLs based on the form’s item id ? Regards,Otmar
Hello,After upgrading from assyst 11.2.6 and then to 11.4.3 and 11.4.4, some assyst Users started complaining about frequent disconnections from assyst Portal, well bellow the session timeout period defined in your system: 25200 seconds, which corresponds to our default shift time of 7 hours Yesterday I experienced this while updating an item form, suddenly I was logged off with a message that my session had expired. I’m finding it very difficult to track this issue. Any ideas on how to track this issue ? After analyzing my server.log file, I noticed the following issues several messages like the following: Unhandled exception: org.jboss.resteasy.spi.UnhandledException: RESTEASY003770: Response is committed, can't handle exception.Bellow that message, in general, just bellow it there’s a mesasge like this: “ java.lang.IllegalStateException: UT010006: Cannot call getWriter(), getOutputStream() already called” In both message there’s a full stack trace, making the log extremely large.
Hello, I’ve just upgraded from assyst IPaaS 1.4 to 1.6 and after reading the current wiki, I’ve got the impression that I could use IPaaS to trigger some data maintenance. However, I could not understand how to do it by looking only at either https://wiki.axiossystems.com/assyst11-2Wiki/index.php/Integrations:assystETM_1.6_-_Channel_Configuration#Timer or https://wiki.axiossystems.com/assyst11-2Wiki/index.php/Integrations:assystETM_1.6_-_Data_Mapping My use case: Close some open events which may contain or not an attached process.1 - First problem: I could not understand how to query open RFCs. For example, I’ve tryed to define a single data mapper for Event resource type and tryed to search for status, but I’ve got the following error: I’ve could not find any guidance on how to inform Java Enum values such as EventStatusTypeEnum. 2 - We have some RFC configured with attached process that contains a decision task asking for the RFC results. We’d like to automatically answer that decis
Hello. We’re migrating our assyst environment to a kubernetes cluster by creating docker images for services such as assyst Portal and report, search and chat services. So far, those services have succesfully been “dockerized”. However, we have Axios Smart Mail, Job Processor and Action Processor running on a Windows Server, mostly using Legacy REST API. Given the difficulties in migrating Winodows Systems to Docker, our Ops team asked us if it would be possible to replace this Windows Server with a Linux one. I guess that it’s possible to do so and would like to know if anyone had any experience in doing that. I guess that would require converting Lua scripts to regular web service calls (maybe, Lua can be run on Linux) and simulating Action Processor / Job Processor with a cron job that would periodically process the rules file, or execute corresponding commands via the new REST API. Any ideas or toughts on this? Is it possible to convert all those Windows files and programs to an eq
Hello, Recently we’ve updated a custom form to include a new field which was made required in a form referenced by some of our service requests.However, some of our contact users started complaining that they could not log an event anymore, because it was just shown “An error ocurred.”Almost every time we checked, it was a cache problem, but for two of those users, who use Firefox, even after clearing all the browser data, the new mandatory field never appeared.We ended up reverting the mandatory substituion of that field in Customizer, but I was wondering: given the nature of this issue, which mostly is dependend on end-user browser configuration, do you have any tips or advice on how to smoothly introduce this kind of changes? I was wondering if configuring JBoss cache control to avoid cache would be a good idea, but not sure it would work and even how to test it.Regards,Otmar
Hello! Currently we handle requests to change our service catalog via a standardized form which is attached to service requests we use to proceed with changes on the service designer, event builder and configuration items.We’d like to know if it’s possible to automate this process. We’d like to create a form in assyst that would gather the followin information:Business Owner Business Unit Business Manager IT leader Responsible service departmentWe also ask both parties (on the IT and business side), which will be the service offerings and their agreed SLA resolution times.From that form, we’d like to automatically update the service offerings and update (create or deactivate event builder entries). Anyone achieved this ? Mostly, I’m unsure on how to create a form suited for this kind of task, given the unlimited number of possibilites for creating service offerings and indicating their respective resolution time, responsible SVD and so on. Ideas?
Hello, I’m trying to trigger an email activity from action processor and I’m getting the following error: Processing action (...) matched rule " (...) " which resulted in an assyst template email with template '(...)' which failed: " Status code: 302": Runtime values are as follows: Action Type: ASSIGN, Action Id (...) I guess that’s a HTTP redirect that is not being handled when I use the friendly URL for the REST API, such as url = "https://assystwebhom.trt3.jus.br/assystREST/v2" As far as I’m concerned, I cannot use a direct IP address, because our assyst web server is deployed in a kubernetes cluster and there’s no guaranteed fixed IP. Any ideas on how to fix this?
Hello, Recently part of our staff contacted our team asking for help with contact users telephone numbers. They told us that since the begining of the pandemic a lot of users are working from home and telephone numbers present in assyst are not up to date anymore. We tought of clearing the current data and make telephone number visible and mandatory in event logging forms. However, I could not find a bult-in mechanism to update contact user’s telephone number based after that person just logged a new event with a new value for their telephone number. Is there a bult-in mechanism to enable this or should I customize this?
Hello,I’ve noticed that when a holiday is removed from a holiday plan, extra SLA time is added to events which were open before the date of the just removed holiday. For example, let’s suppose event X was logged on april 30th (2022-04-30) and there’s a holiday on may, 1st (2022-05-01). On may 3rd (2022-05-03) the holiday plan of the event’s SLA gets updated and may,1st is removed from the holiday plan.On may 4th (2022-05-04) event X is resolved and closed and its resolution time will take into account may 1st working hours, despite its clock effectively being stopped as of may 1st. I know this example is somewhat extreme, but we noticed that effect on long standing tickets, which take more time to be resolved. I guess that’s because the resolution time is calculated when the event is resolved, taking into account only the current holiday plan. Holidays which were in place when the event was open, but were removed from the holiday plan before its closure will have the corresponding tim
Hello, We manage our Problems using a specific template process. This process start with a decision to validate whether or not the problem exists. If the problem exists, then a new task of the “Investigate issue” category is created. After its resolution then a new decision task is created to define if the problem will be accepted as is or if an RFC should be logged to remmediate the issue. I’d like to know if it’s possible to use task expressions to define the assigned service department for following decisions ans tasks based on the service department who lastly resolved the issue investigation task. As far as I’m concerned, EventDTO has only methods related to lastAction and lastActioningServDept. However, I need details about the resolution of the first task of a specific category. I wonder if there’s a way to use only task expressions or if I should use something like Action Processor to update problem’s additional fields and them reference those custom fields in the following Ser
Hello! We’re using assyst in our Problem Management process and the process owner asked us to make assyst notify him whenever new problems are logged, besides the affected user, which typically is someone else in the IT staff.Initially I had the idea of customizing the Lua script which is invoked for all assign actions and add that custom logic there. However, that felt very hacky-ish and not easily maintainable.After that, I tried to customize the Problem form and add one aditional user by default (the aforementioned process owner), but this does not seem to be possible with customizer. Any recommendations besides modifying the Lua script?
Hello. I’d like to replace smart mail with email action for managing email templates and so on. I noticed that it works fine for actions starting from assyst Portal. However, I could not replicate such behavior for events logged from self service portal by end users. My guess is that when contact users are logging events, they do not select an email template. Nonetheless, if there’s something like a system parameter for such use case, I guess we’d be able to substitute Smart Mail with Email Actions.Am I right or is there something else I should know?
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