Is there a list of known problems that we could look at before submitting a ticket to IFS support? It would be great to evaluate whether it’s a known issue before opening up a ticket.
We currently use our test environment for training our new service desk staff on IFS assyst, however, we currently do not update any knowledge procedures in test so when they are doing the testing with the new analysts the new analysts are seeing outdated information. It seems like a lot of resource time to update KP’s in test and then production to ensure the environments are in alignment so they can be utilized for training new hires. Have you ran into this before? What do other clients do in this scenario? What do you do internally for IFS to maintain the test environment? We are making changes non-stop the KP’s (we have two full time resources who focus on knowledge management) so to maintain KP’s in both environments would be impossible.
Are there any customers who would be willing to share their recommendations and/or advice when implementing the IFS ITOM module? We have built out our CMDB but would like to talk to someone about their experience when implementing both modules (ITOM and CMDB). Thanks!
Is anyone using a After Action Review (AAR) template/service offering within assyst? If so, I would love to speak to someone about how they have implemented this part of their major incident management process/problem management process.
Hi, has anyone set up the external knowledge within the info zone? If so, can you provide more information on how it is used within your organization?
Is there any way to un-tag an item as a known problem? It looks like it is a system field.
Is there another action that we can use for Knowledge besides Knowledge Solve? We have scenarios where we want to apply 2-4 Knowledge Procedures to a ticket as ‘Knowledge Used’ or ‘Knowledge Applied’ when we are troubleshooting with a customer.
Is there a way to see what keywords end users are entering in the search bar when they are in AssystNET?
We currently have users who want to be informed on changes against CI’s and want to receive a notification as an FYI that a Change Request was submitted against that CI. Is there any way to have a user subscribe to a CI within the CMDB, which would send them a notification when a change request is submitted against that CI?
Enhance the Change Calendar to look like an Outlook calendar with the ability to color code types of changes and populate the calendar information with the change request information or a link to the change request within the calendar entry. Currently, the change calendar layout is hard to read and takes a long time to load in production.
Where would I find schema changes for 11.5? It would appear that tables have been deleted in the wiki.
Is anyone tracking known errors for problems? If so, how are you tracking them? We have just implemented problem management and we have some known errors within our knowledge procedures as ‘workarounds’, however, looking at ways to keep them in an event monitor/database format. Just wanted to reach out here for any ideas.
Within the Knowledge Procedures, we have noticed that the font size is variable in 11.5, whereas now, it’s all uniform in other previous versions. Is there a way to format the font size and style to be consistent within a knowledge procedure in 11.5? See attachment for example.
When someone clicks on Menu > Search > Event Monitor > Event Search, is there an admin change that can be made so that users can get directly to the Event Search query instead of having to click on the Query button?
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