This feature enhances data integrity by verifying the correctness of expressions used in data queries. It ensures that all referenced columns exist within the specified data class, preventing runtime errors caused by missing or incorrect attributes.

Key Benefits:

• Automatically detects invalid expressions in data queries.

• Provides detailed error messages to help users correct misconfigurations.

Improves system stability by preventing incorrect data references.

When creating a ticket, KB articles are automatically suggested based on the keywords entered in the ticket subject. Currently, the suggestion mechanism performs a global search across multiple fields of the KB articles, including:

• Title

• Description

• Solution

• Keywords

While this approach ensures a broad search, it sometimes leads to less targeted suggestions, displaying articles that are not directly relevant to the ticket.

To improve accuracy, this feature introduces a new global setting in the Service Desk configuration that allows administrators to restrict KB article suggestions to keyword-based searches only.

New Setting: Limit KB Suggestions to Keywords Only

Administrators can now configure the KB search behavior by enabling an option in the Global System Settings of the Service Desk. When this setting is active:

• KB suggestions are retrieved only from the Keywords field of KB articles.

• Searches in title, description, and solution fields are disabled for KB article recommendations.

• More targeted and relevant KB suggestions are displayed to service desk agents.

This option provides more control over how KB recommendations are surfaced, improving the efficiency of knowledge-based issue resolution.

To enhance security and prevent unauthorized visibility of service bookings, a new setting has been introduced in the Service Catalog Settings that ensures decision makers only see bookings they are responsible for approving within the Self-Service Portal (SSP).

By default, decision makers currently see all bookings, including those they have no authority over. This creates a security risk by exposing details of services requested by other users. The new setting restricts visibility to only relevant bookings.

New Setting:

“Show only related services to Decision Maker in SSP”

• Enabled by default for new installations.

• Disabled by default for existing installations to maintain backward compatibility. Needs to be activate in Service Catalog Setting manually

Changes in Self-Service Portal (SSP)

✅ Decision Maker:

• Can see only the bookings they are responsible for approving in the Order Request overview (before clicking "Decide").

• Cannot switch views to see services in the order that require another decision maker's approval (if the option is enabled).

• When clicking "Decide", only sees services they are responsible for.

• After approval, the decision maker sees only their approved bookings in the order summary.

✅ End User:

• Continues to see all bookings they requested, ensuring transparency for their own orders.

✅ Service Catalog Behavior:

• No change in behavior. Orders and service bookings function as before.

✅ Pricing Display Adjustments:

• The total price displayed to the decision maker reflects only the cost of services they are approving, not the full order total.

• End users still see the full price of their order.

Impact & Benefits

🔹 Improved Security – Prevents decision makers from viewing unrelated bookings.
🔹 Enhanced Privacy – Ensures users can only access relevant information.
🔹 Streamlined Approval Process – Decision makers focus only on their assigned approvals, reducing confusion.
🔹 Backward Compatibility – The setting is enabled by default for new installations, while existing installations retain their current behavior unless manually enabled.

This update provides a more controlled and secure experience for managing approvals within the Self-Service Portal.

The Self-Resolution Insights Report in Service Desk provides a comprehensive view of self-resolution trends in incident and service request management. This dashboard helps IT teams assess user independence, optimize service strategies, and enhance the efficiency of self-service portals and automated resolution tools.

Key Metrics & Insights

1. Self-Resolution Rate (%)

• Displays the percentage of incidents and service requests resolved by users without agent intervention.

• Helps track the effectiveness of self-service tools like knowledge bases, automation, and AI-driven support.

Tickets, that were not created, beause of "Show Relevant KB in SSP" feature, or were withdrawn by user are counted

2. Number of Self-Resolved Tickets

• Shows the total count of tickets resolved without direct agent involvement.

• Provides insights into whether users are adopting self-service solutions effectively.

Tickets, that were not created, beause of "Show Relevant KB in SSP" feature, or were withdrawn by user are counted

3. Helped-To-Resolve Rate (%)

• Measures partial agent involvement in ticket resolution (e.g., assisted resolution via guidance or automation).

• Highlights areas where agents or automation are reducing resolution times.

Closed Activities, that were resolved by agent with a help of "Show Relevant KB in Service Desk" feature are counted

4. Helped-To-Resolve vs. Traditionally Resolved (Trend Over Time)

• Compares tickets resolved with assistance vs. those handled entirely by support teams.

• Helps measure the impact of knowledge management initiatives and automation-driven solutions.

Closed Activities, that were resolved by agent with a help of "Show Relevant KB in Service Desk" feature are counted

5. Resolution Time Metrics

• Average Time to Resolve Service Requests (Days)

• Average Time to Resolve Incidents (Days)

• Enables teams to monitor response efficiency and improve resolution time across self-service channels.

6. Agent & Team Performance (Help-to-Resolve Capabilities)

• Top 8 Agents leveraging Help-to-Resolve features most

• Top 8 Teams utilizing Help-to-Resolve capabilities

• Identifies which teams and agents contribute most to self-resolution initiatives.

Benefits

✅ Reduces IT workload – Encourages users to resolve issues independently, freeing up IT resources.
✅ Improves efficiency – Enables organizations to optimize self-service strategies and automation.
✅ Data-driven decision-making – Helps identify training needs, gaps in self-service content, and areas for automation improvements.
✅ Enhances user experience – Faster resolution times mean higher user satisfaction and reduced service desk dependency.

The "Activities on the Map" feature provides a geospatial representation of ongoing activities, incidents, or service requests within the Service Desk. This widget enhances situational awareness by allowing service desk agents and field teams to visualize where support activities are taking place.

Only activites, that have Initiator (User) with Country or City defined, or have Location with with Country or City defined, will be shown at the Map

The Unfinished Orders report provides a comprehensive view of pending, withdrawn, and canceled service orders within the Service Catalog. This insight allows administrators, decision-makers, and service managers to track unfulfilled requests, analyze trends, and identify bottlenecks in the approval, acceptance, or provisioning process.

Key Enhancements in the Report:

• Categorized Order Statuses:

  • Pending – Orders awaiting approval, acceptance, or provisioning.

  • Withdrawn – Orders that have been canceled by the requester.

  • Canceled – Orders that were rejected or no longer needed.

• Visual Insights via Charts:

  • Service by Type – Displays the distribution of unfinished orders across service categories (e.g., Hardware, Software, Hosting, Office Furniture).

  • Orders by Type – Highlights the predominant order types in the system.

  • Orders by Status – Provides a breakdown of canceled, pending, and withdrawn orders.

• Detailed Order Table:

  • Booking ID & Order ID for tracking individual orders.

  • Cost Center to link orders to financial allocations.

  • Order Type for quick identification of the request category.

  • Creation Date for aging analysis of unfinished orders.

  • Consumer Name to identify the requester.

  • Service Name to determine the type of requested service.

  • Approval, Acceptance & Provisioning Status for end-to-end tracking.

The Service Satisfaction Insights report provides a comprehensive overview of customer feedback within the Service Catalog, helping organizations analyze and improve service quality based on user ratings and comments.

How It Works

• CSAT (Customer Satisfaction Score): Displays the percentage of positive ratings.

• Number of Votes: Shows the total number of service ratings submitted over time.

• Average Rating: Tracks the overall rating trend for services.

• Rated Services Section:

  • Lists individual service orders along with their ratings, comments, and submission details.

  • Shows who submitted feedback and the service type (e.g., hardware, software).

  • Includes order details, such as creation date and order type (e.g., install, permissions request).

Key Benefits

✅ Improved Service Quality – Identify top-rated and low-rated services to make informed improvements.
✅ Real-Time Insights – Monitor trends in customer satisfaction over time.
✅ Data-Driven Decisions – Leverage actual user feedback to enhance the service portfolio.

The Service Fulfillment & Optimization dashboard provides a comprehensive overview of service request performance, offering actionable insights to enhance efficiency and decision-making.

Key Features:

• Fulfillment Time Analysis: Track average, minimum, and maximum fulfillment times to identify delays and optimize service delivery.

• Approval Time Monitoring: Gain visibility into the time taken for approvals, helping to streamline workflows.

• Service Request Trends: Analyze service requests by business unit, category, and popularity, ensuring better resource allocation.

• Geospatial Insights: Utilize map-based visualizations to understand service distribution across different locations.

• Performance Breakdown: Interactive charts display approval and fulfillment times across service categories, helping to pinpoint bottlenecks.

• Most & Least Requested Services: Identify service demand trends, enabling organizations to adjust service offerings accordingly.

Only service requests (bookings), that have Recipient (User) with Country or City defined, or have Location with with Country or City defined, will be shown at the Map

The Service Consumption report provides visibility into the usage and financial allocation of services within the Service Catalog. It enables IT and financial teams to monitor service utilization across different departments and cost centers, facilitating data-driven decision-making and budget optimization.

Key Insights Provided:

• Service Overview Panel:

  • Displays detailed information about the selected service, including status, type, contact person, pricing model, and payment cycle.

  • Provides a quick link to open the service preview for further details.

• Consumption by Cost Center Chart:

  • Pie chart visualization of service consumption split across different cost centers.

  • Helps track financial distribution and service adoption trends within the organization.

• Consumption by Department Chart:

  • Graphical breakdown of service usage by different departments.

  • Ensures organizations identify which teams are utilizing specific services the most.

• Consumption Details Table:

  • Displays granular service consumption records, including:

    • Booking ID & Order ID for tracking purposes.

    • Cost Center to allocate financial ownership.

    • Provisioning Date for monitoring fulfillment timelines.

    • Consumer Name for tracking service recipients.

    • Catalog Information detailing the specific service acquired.

    • Order Amount & Costs to assess financial impact.

The Order Overview report provides a comprehensive view of all service orders placed within the Service Catalog. It enables IT teams, procurement managers, and financial administrators to track order volumes, monitor service consumption, and analyze trends across different cost centers.

Key Insights Provided:

• Orders by Month Chart:

  • A bar chart visualization showing the distribution of service orders over time.

  • Helps identify order trends and forecast future demands.

• Orders per Cost Center Chart:

  • A pie chart view that categorizes orders based on the associated cost center.

  • Ensures budget control and financial allocation tracking.

• Orders Overview Table:

  • Displays detailed service order data, including:

    • Booking ID & Order ID for easy tracking.

    • Cost Center to identify financial responsibility.

    • Order Type (e.g., Install, Subscription).

    • Consumer & Requester details.

    • Service Name to specify the ordered product or service.

    • Order Amount and Costs for budget assessment.

    • Submission Date to track when the request was placed.



The Cost Center Invoice Report provides a detailed financial overview of service-related expenses within the Service Catalog, allowing organizations to track cost allocation per cost center, service type, and individual orders.

How It Works

• Cost Center Overview: Displays cost center details, including name, type, and superior organizational unit.

• Invoice Summary:

  • Visual breakdown of total costs associated with a cost center.

  • Displays the total amount invoiced and distribution across different service types (e.g., hardware, software, support, and other services).

• Invoice by Service Type:

  • Pie chart categorization of services based on hardware, software, support, and other service types.

  • Quickly identify which service category incurs the most cost.

• Invoice Details Table:

  • Booking & Order IDs for reference tracking.

  • Consumer Information – Who ordered the service.

  • Service Name & Type – Categorization of the purchased service.

  • Technical Owner – Responsible person for service delivery.

  • Costs – Individual and total service costs.

Key Benefits

✅ Financial Transparency – Provides a clear breakdown of IT service costs for each cost center.
✅ Better Budgeting & Cost Control – Helps managers track high-cost services and optimize spending.
✅ Improved Decision-Making – Enables cost comparison across service types, facilitating strategic purchasing.
✅ Simplified Reporting – Enables easy export and audit of cost center invoices.

The Solution Builder provides an intuitive way to create custom business logic using Workflows, which are executed asynchronously. However, this approach is unsuitable when custom logic must execute synchronously, with immediate results—such as in user interface operations or third-party integrations.

For such cases, custom logic can be developed as a Web Service, deployed, and registered in Solution Builder, which requires development expertise. Alternatively, the same functionality can be achieved using a PowerShell script declared as a Scripted Web Service in the Web Service Repository.

Usage

The Scripted Web Operation behaves similarly to a classical Web Service based on the .NET type. It can be called externally over a REST request. By running the “Code Example” action, users can generate instructions on how to implement such a request in C# or JavaScript. Additionally, Scripted Web Operations can be seamlessly integrated into Layout Designer as an “Additional Data Source” based on the Service Operation or configured as a Submit operation for a Wizard.

Read more here https://help.matrix42.com/030_EAP/030_INT/Business_Processes_and_API_Integrations/Matrix42_Web_Services_API/Scripted_Web_Operations

The Self-Service Portal (SSP) now includes an advanced Multi-Recipients Configuration feature that enables administrators to define rules restricting which recipients can be selected together when ordering services. This ensures compliance with organizational policies and enhances process control.

Key Capabilities

• Multi-Recipients Expression:

  • Configurable per application, allowing different rules depending on the business context.

  • Example: "Recipients must belong to the same Organization Unit."

• Customizable Validation Message:

  • A localizable message is displayed when an invalid recipient selection occurs.

  • Example: "Selected recipients cannot be used for multi-recipient requests due to the configuration made by the administrator: {Reason}. Please submit a separate request for each recipient."

• Real-Time Validation in UI:

  • When users attempt to add a recipient that does not match the defined expression, a validation pop-up appears.

  • The invalid selection is automatically removed from the request.

Configuration & Activation

• Administrators can define Multi-Recipients Expressions in Global System Settings.

• Localized validation messages can be set up to align with enterprise requirements.

The Filter Panel in dashboards is now smart—it will only appear when there are filters or dataset-based widgets on the dashboard. This enhancement improves usability and visual clarity, ensuring the dashboard layout remains clean and focused.

How It Works

• The Filter Panel is automatically hidden when:

  • There are no filters applied to the dashboard.

  • The dashboard contains only non-dataset widgets (e.g., static text, images, or announcements).

• The Filter Panel appears when:

  • Any filterable dataset-based widget (e.g., Table Widget, Chart Widget) is present.

  • The user applies a filter to the dashboard.

• This behavior is dynamic—if users remove all dataset widgets, the Filter Panel will disappear automatically.

Key Benefits

✅ Decluttered UI – Dashboards stay clean when filters aren’t needed.
✅ Improved Focus – Users see only relevant controls, reducing distractions.
✅ Better User Experience – Avoids unnecessary space usage when no filtering is applied.

The Single Value Card is a new widget in the Reporting Toolkit, designed to display a single numerical, date or text-based value in a visually distinct format. This enhancement provides a clear and immediate representation of key metrics, such as dates, status indicators, or numerical summaries.

Key Features

• Highlight Key Metrics: Displays a single value, such as the last update date, success/failure status, or any other critical information.

• Customizable Formatting: Supports date formats, numerical values, and status indicators with color-coded formatting for enhanced visibility.

• Conditional Coloring: Allows users to define rules for dynamic styling—e.g., red for failures, green for successes.

• Sorting & Filtering: Users can sort values (e.g., last run, highest/lowest value) and apply interactive filters for better data presentation.

• Integration with Reports & Dashboards: The Single Value Card can be added to any dashboard, providing a quick and focused view of essential KPIs.

Example Use Cases

• Last System Update Status: Display the last successful or failed update (e.g., "Last Update: 12/03/2025", "Status: Failed").

• Employee or Ticket Counts: Show real-time numbers for active employees, incidents, or system alerts.

• Performance Metrics: Present key operational metrics such as SLA compliance percentages, average resolution times, or financial KPIs.

The Segmented List Widget introduces a new way to display ranked lists of users, roles, or other entities, grouped by a selected column. Similar to a pie chart configuration, this widget provides structured, categorized insights into key metrics such as top-performing employees, teams with the highest workload, or roles managing the most activities.

Users can configure interactive filters, define custom display options (including profile images and icons), and directly link entities to their respective records for seamless navigation. This enhances reporting flexibility and makes it easier to identify trends and workload distribution across different segments.

Users can now delete reports and dashboards that they have personally created within a business application. This provides greater flexibility and control over custom visualizations, allowing users to manage and clean up their workspace more efficiently.

How It Works

• If a report or dashboard was created by you, you will see a delete button in the top-right corner.

• Clicking Delete will remove the report or dashboard only for you—other users’ access to shared dashboards will remain unchanged.

• System-generated or shared dashboards created by others cannot be removed by users who did not create them.

Benefits

• ✅ Keep your workspace organized by removing outdated or unnecessary reports.
  ✅ Improve efficiency by managing your custom dashboards without IT assistance.
  ✅ Maintain clarity in business applications by avoiding clutter from unused reports.

This feature allows administrators to enforce a standardized dashboard view, particularly for management reports where shared visibility is critical.

Key Enhancements:

• Hide Personalization (Edit) Button: Administrators can now restrict access to the Edit action for reports and dashboards.

• Per Application Control: The Edit action can be disabled for specific applications, ensuring that users see the same dashboards without modifications.

• User-Based Restrictions: Using the Set Audience functionality, administrators can define which users can access the Edit button, allowing finer control over personalization settings.

This ensures that all users, particularly those in management roles, reference the same data without unintended alterations, improving alignment in decision-making.

A new "Clear All Filters" option has been introduced to enhance usability when working with reports and dashboards.

Key Enhancements:

• Single-Click Filter Reset: Users can now remove all active filters in reports and dashboards at once, simplifying navigation and data exploration.

• Time-Saving Improvement: Eliminates the need to manually deselect individual filters, speeding up report adjustments.

• Improved Usability: Ensures a seamless experience for users who frequently modify filter settings for different data views.

This feature helps users quickly reset their reporting view, making it easier to focus on relevant insights.

The Map Widget enables users to visualize location-based data on dashboards and reports using an interactive map interface powered by OpenStreetMap. This feature enhances operational awareness by providing geospatial insights into incidents, tasks, assets, service requests, and other activities.

Key Functionalities

🗺️ Interactive Map Display – Showcases activities, locations, or assets based on geolocation data.
📍 Customizable Map Columns – Allows selection of Latitude, Longitude, Title, and Address fields.
🔎 Filtering & Data Segmentation – Users can filter map entries by attributes such as priority, status, SLA, category, and created date.
🛠 Scalability – Supports zoom level configuration (0-18 range) for more granular insights.
📌 Clustered Markers – Automatically groups nearby points for a cleaner visualization.
🔄 Live Data Updates – Dynamically reflects changes in the dashboard dataset.

Users can now group by Boolean (true/false) columns when creating dashboard widgets. This enhancement allows for better visualization of binary data, such as "Online vs. Offline" status for devices, "Enabled vs. Disabled" settings, or "Completed vs. Incomplete" tasks.

How It Works

• When using the "Group by Column" option, Boolean fields are now selectable.

• This enables dashboard widgets to display Boolean-based summaries, such as:

  • Pie charts for status distribution (e.g., % of Online vs. Offline devices).

  • Bar charts comparing Boolean values across different categories.

  • Metric cards showing total counts (e.g., number of active users).

Key Benefits

✅ Greater Flexibility – Users can now include Boolean fields in their dashboard insights.
✅ Improved Visibility – Easily track key binary indicators, such as system availability.
✅ Better Decision-Making – Quick access to critical "Yes/No" type data at a glance.

Metric Cards now support custom formatting, allowing users to display values in specific formats such as currency, days, percentages, or any other user-defined units. This enhancement ensures that displayed metrics are more meaningful and easier to interpret within dashboards. Users can configure a custom format by defining a value placeholder ({value}) in the formatting settings, making it possible to tailor the output to their specific reporting needs.

Users can now expand any widget instance to full-screen mode and revert it back to its original size with a single action. This enhancement provides a more detailed and focused view of dashboard widgets, improving usability, especially for complex visualizations like maps, charts, and reports.

Key Features:

• Full-Screen Expansion: Users can maximize widgets to take up the entire screen for better readability and analysis.

• Seamless Reversion: A single action allows users to collapse the widget back to its standard size within the dashboard.

• Applicable to All Widgets: This functionality is available across all widget types, ensuring a consistent user experience.

Use Cases:

• Zooming in on large datasets, heatmaps, or geolocation-based reports for a clearer view.

• Improving visibility for presentations or meetings where detailed insights need to be showcased.

• Reducing clutter by temporarily focusing on a single metric or chart.

Users now have the flexibility to disable trend indicators for their own metric cards in reports and dashboards. This feature ensures that report creators can control the display of trend comparisons based on their specific visualization needs.

Key Enhancements:

• Per-User Configuration: Users can disable trends only for metric cards they create or own.

• "Hide Trend" Option: A new checkbox in the widget settings allows users to turn off trend comparisons for selected metric cards.

• Streamlined Data Presentation: When enabled, the metric card only displays the key value without additional trend indicators (e.g., percentage changes or arrows).

• Better Control Over Reports: Helps users create cleaner, more focused visualizations without unnecessary trends.

The Reporting Toolkit now supports automatic currency conversion for widgets, based on the user's preferred currency settings. Charts and tables dynamically display monetary values in the selected currency, ensuring a consistent financial overview.

• Automatic Conversion: Widget values are converted using exchange rates from Master Data.

• Personalized Display: The system recognizes the user's preferred currency and applies conversion automatically.

• Summarized Totals: In tables with a total column, amounts from multiple currencies are converted and aggregated into the user’s preferred currency.

This enhancement improves financial data consistency and clarity, especially in multinational environments.

Users can now copy or move widgets between different dashboards, making it easier to reorganize, duplicate, and customize dashboard layouts without manually recreating widgets.

How It Works

• Copy To:

  • Duplicate a widget to another dashboard while keeping the original in place.

  • Select from a list of available dashboards (e.g., My Personal, Team Work, SLA Insights).

  • The copied widget retains its settings and configuration.

• Move To:

  • Transfer a widget to another dashboard, removing it from the current one.

  • Helps users optimize space and organize relevant widgets.

Key Benefits

✅ Saves Time – No need to recreate widgets from scratch.
✅ Flexible Organization – Move widgets based on dashboard relevance.
✅ Consistent Insights – Easily share widgets across dashboards for uniform reporting.

"Auto-refresher would be nice to use the dashboard for the big screen."

To support real-time monitoring, this feature introduces an Auto-Refresh Mode and a TV Mode for dashboards and reports.

Key Features

• Auto-Refresh: Dashboards can be configured to refresh at set intervals (e.g., every 2 hours).

• TV Mode: Removes navigation and focuses on a fullscreen dashboard view, making it ideal for large-screen displays.

• Improved Visibility: Ensures teams have up-to-date data without manual refresh.

This enhancement allows users to add filtered data grids (Data Set Views) to dashboards or reports as a Table Widget, improving reporting flexibility and enabling dynamic data analysis within dashboards.

Key Features

• Direct Data Grid Integration: Users can select a filtered Data Set View (Grid) and embed it into any dashboard or report.

• Dynamic Filtering: Filters applied in the Data Set View are preserved when the data is added as a Table Widget.

• Improved Data Visibility: Service Desk teams can leverage customized table views for ticket categories, escalations, or service delivery tracking.

• Dashboard Integration: Users can choose the target dashboard/report from a predefined list when adding the table.

The Table Widget is a powerful new addition to dashboards, allowing users to display structured data in a tabular format with sorting, filtering, and aggregation capabilities. This widget is designed to improve data visibility, reporting, and decision-making by providing an intuitive way to analyze large datasets within dashboards.

One of its key enhancements is Aggregation Support, enabling users to calculate summary values, such as totals, averages, or counts, directly in the widget.

Table Widget Overview

How It Works

• Customizable Columns:

  • Users can select which columns to display, ensuring only relevant data appears in the table.

  • Supports text, numbers, dates, and links for improved readability.

• Sorting & Filtering:

  • Click column headers to sort data in ascending or descending order.

  • Apply filters to refine results and focus on specific datasets.

• Drilldown Support:

  • Clickable links within table cells allow users to navigate to related reports for deeper insights.

  • Users can configure Report Filters to refine drilldowns dynamically.

Aggregation Feature (Total Row Support)

How It Works

• Define Aggregation per Column:

  • Users can select which numeric columns should have aggregated values.

  • Multiple aggregation functions can be applied to different columns.

• Available Aggregation Functions:

  • Sum – Adds up all values in a column (e.g., total cost, total hours).

  • Average – Computes the mean value across all entries.

  • Min/Max – Shows the smallest or largest value in a column.

  • Count – Displays the total number of records.

• Total Row Display:

  • Appears at the bottom of the table to provide a quick summary.

  • Dynamically updates based on filtering and sorting.

• Grouped Aggregation (Optional):

  • Users can enable group-based totals (e.g., total cost per department or service category).

Key Benefits

✅ Improved Data Visualization – Present structured information clearly with filtering & sorting.
✅ Quick Insights with Aggregation – Instantly view key totals, averages, or counts.
✅ Customizable & Interactive – Tailor tables to specific business needs with drilldowns & filters.
✅ Enhanced Decision-Making – Get summarized data at a glance for faster, informed actions.

The Matrix42 Self Service Portal already provides functionality to suggest Knowledge Base Articles (KBAs) to end-users when they create tickets. However, this capability was not available for Service Desk agents in the 'Service Desk' application, potentially leading to longer resolution times.

With this enhancement, the Service Desk application will now automatically propose relevant KBAs to agents when they create or manage a ticket. This feature extends the existing Self Service Portal functionality, ensuring service desk teams have quick access to documented solutions.

Key Enhancements:

• Automated KBA Suggestions: When an agent creates or updates a ticket, the system searches and displays relevant KBAs.

• Expanded KBA Availability: Unlike the Self Service Portal, which only displays KBAs flagged as "Visible in Self Service Portal", agents will see all available KBAs.

Enable secure and seamless Single Sign-On (SSO) access to Matrix42 Enterprise using OpenID Connect, a modern authentication protocol designed for flexibility and security.

How It Works

• Users can authenticate with leading identity providers such as:

  • Google OpenID Connect

  • Microsoft Entra OpenID Connect

  • Keycloak OpenID Connect

  • Okta OpenID Connect

• Organizations can configure OpenID Connect directly in Global System Settings, allowing users to sign in with their existing credentials without requiring separate login details for Matrix42.

• Supports multi-factor authentication (MFA) and role-based access control from the identity provider, enhancing security.

Key Benefits

✅ Seamless User Experience – Log in once, access all Matrix42 solutions effortlessly.
✅ Enhanced Security – Reduce password fatigue and security risks with centralized authentication.
✅ Supports Compliance – Aligns with industry security standards like ISO/IEC 27001.
✅ Flexibility – Works with multiple OpenID Connect identity providers, allowing organizations to choose their preferred authentication method.

This enhancement streamlines the login process for users managing multiple Microsoft Entra ID (Azure AD) tenants. Instead of displaying one login button per tenant, the system will now show a single Entra ID login button that dynamically determines the appropriate tenant during authentication.

Key Features

• Unified Login Experience: Users only see one Entra ID login button, regardless of the number of configured tenants.

• Automatic Tenant Resolution: Upon clicking the button, the system automatically detects the user's domain and directs them to the correct Microsoft Entra ID tenant.

• Reduced UI Clutter: Simplifies the interface by removing multiple login buttons for different tenants.

• Seamless Multi-Tenant Support: Ensures compatibility for organizations managing multiple Entra ID configurations.

In the latest UI update, the refresh button for the Order Progress View was removed, making it more difficult for users to update order statuses in real-time. This feature is now being reinstated to enhance user experience, especially in demo environments where quick access to order approvals is essential.

In the current Order Preview form, users can track the overall progress of an Order but cannot see detailed provisioning progress for each individual Service (Booking). Only the Approval status is shown, making it difficult to determine which services are already provisioned, which are in progress, and which are pending further steps.

Improvement

This enhancement introduces detailed progress tracking for each Service within the Order, displaying its current provisioning step directly in the Service Grid. Users can now monitor the progress of each service separately instead of relying solely on the general order progress.

Example Scenario

A user orders multiple services in one request:

1. Adobe Software License – Provisioning in Progress

2. Office Laptop – Waiting for IT Approval

3. Cloud Storage – Provisioning Completed

• In the current system, the Order Progress Bar shows only overall progress, without insight into individual service status.

• With this enhancement, each service will have its progress clearly displayed, allowing users to see which ones are already provisioned, which are still in progress, and which are awaiting approval.

Configuration & Availability

• Configurable Setting: This feature follows the same setting as the previously documented "Start Provisioning Process Before All Approved" option in Global System Settings.

• Default Behavior:

  • New Installations: The feature is enabled by default.

  • Existing Installations: The feature remains disabled by default and must be manually activated in the settings.

• The setting can be found under Service Catalog > Global System Settings

In the current system, provisioning does not start until all services in an order are approved. This creates inefficiencies, especially when independent services are requested together in one order but have different approval workflows.

Improvement

With this enhancement, provisioning will start immediately for approved services, even if other services in the same order are still pending approval. This ensures that users can receive and use critical services faster while allowing approvals for other services to continue independently.

Example Scenario

A user orders:

1. A new office account (requires IT department approval)

2. A mobile phone (requires finance and management approval)

• In the current system, provisioning only starts once both services are approved.

• With this improvement, the office account can be provisioned immediately after IT approves it, while the mobile phone remains pending until finance and management provide approval.

Configuration & Availability

• Configurable Setting: This feature can be enabled or disabled in Global System Settings.

• Default Behavior:

  • New Installations: The feature is enabled by default.

  • Existing Installations: The feature remains disabled by default and must be manually activated in the settings.

• The setting can be found under Service Catalog > Global System Settings, labeled as "Start Provisioning Process Before All Approved"

The new multi-selection capability for favorite filters enhances how users interact with the filtering system in Matrix42 Service Desk. Now, users can activate multiple filters at the same time for a more efficient and refined ticket management experience.

How It Works

• Hold down the ⌘ (Command) key (Mac) or Ctrl key (Windows) while clicking on multiple filters to apply them simultaneously.

• Favorite filters (marked with ⭐️) are now easier to combine, enabling users to quickly switch between different views without manually resetting filters.

• Selected filters appear at the top of the screen, allowing users to see which filters are currently active and adjust them instantly.

Key Benefits

✅ Increased Efficiency – Quickly refine ticket views without repeatedly adjusting filters.
✅ Better Customization – Combine multiple filter conditions for a personalized dashboard experience.
✅ Improved Visibility – Active filters are clearly displayed, making it easy to manage selections.

Administrators can now configure theme audience settings, enabling organizations to assign themes to specific organizational units, locations, or applications. This is particularly useful for Managed Service Providers (MSPs) or businesses hosting multiple customers on a single platform, ensuring a customized look and feel per audience.

How It Works

• Assign themes to:

  • Organizational Units (OrgUnits)

  • Locations

  • Specific Applications

• Theme Prioritization:

  • The theme with the highest priority is automatically selected by default.

  • If a user has access to multiple themes, they can switch themes manually.

• Fallback Theme:

  • If a user does not have permission to any assigned theme, a default fallback theme is displayed instead.

  • This ensures users always have an appropriate UI, avoiding display issues.

Key Benefits

✅ Tailored UI per Customer or Department – Customize the platform’s appearance for different teams, locations, or client environments.
✅ MSP-Friendly – Supports multi-tenant setups with unique branding and themes per hosted customer.
✅ Controlled Access – Restrict theme availability to specific users or roles, ensuring the right visual identity is applied.
✅ Seamless User Experience – Users with multiple theme options can switch themes without admin intervention.

Efficient Data Cleanup & Performance Improvement

To optimize system performance and keep production databases clean from historical data, a built-in archiving solution has been introduced for ITSM/ESM processes. This ensures that outdated records are automatically moved to the archive while maintaining accessibility when needed.

Key Enhancements:

• Automatic Archiving for Key Items:

  • Activities: Service Requests, Problems, Changes, and Tasks.

  • Approval Tasks

  • Orders & Bookings

• User Interface Enhancements:

  • A toggle option is introduced to display archived data directly in the UI, ensuring users can retrieve historical information when required.

• Configurable Archiving Rules:

  • Default Retention Period: 2 years for new installations (activated by default).

  • Upgrade Behavior: Archiving is only enabled if no previous configuration exists.

• Expressions for Automated Archiving:

  • Activities & Approval Tasks:

    • Closed activities older than 2 years are archived.

    • Example Expression:

      sqlCopyEditRelatedSpsCommonClassBase.State = 204  
      AND RelatedSpsActivityClassBase.ClosedDate < DATEADD(yy, -2, GETDATE())
      

  • Order Archiving:

    • Orders in the following states for over 2 years:

      • Canceled

      • Declined

      • Fulfilled without bookings

      • Provisioning Failed

      • Withdrawn

  • Booking Archiving:

    • All Uninstall bookings and related Install bookings where Uninstall = 1 and Provisioning Date ≥ 2 years.

    • Provisioning Canceled or Failed bookings with an Approval Date ≥ 1 year.

• Enhancements to DataSet Views:

  • New Checkbox: "Show archived data toggle" in dataset view settings.

  • Allows users to retrieve archived records within the same UI.

Activation:

• Enabled by default for new installations.

• For upgrades, settings will only be applied if no prior archiving rules exist.

These improvements ensure optimized system performance, reduce clutter in the production database, and provide seamless access to historical records when needed.

The Enhanced Color Contrast feature can now be enabled by default for all users of a specific theme. This ensures better readability and accessibility, particularly for customers using bright themes that benefit from higher contrast settings.

How It Works

• Admins can enforce Enhanced Color Contrast when configuring a theme.

• Users with this theme will see that Enhanced Color Contrast is activated by default.

• Users can still disable it through personalization settings, allowing flexibility.

• This improves usability for visually impaired users and ensures consistency across enterprise environments.

Key Benefits

✅ Improved Readability – Higher contrast enhances text clarity, reducing eye strain.
✅ Better Accessibility – Supports users with visual impairments or color vision deficiencies.
✅ Theme-Based Control – Admins ensure visibility improvements without overriding user personalization.

This enhancement ensures that the global search respects user-specific read permissions on Configuration Items (CIs). Previously, the search displayed all available CIs, even those restricted by permissions, leading to an inconsistent user experience and potential information security concerns.

The Microsoft Entra ID Data Provider imports both persons and accounts into the system. However, there are scenarios where only accounts should be imported, while specific users should be excluded from the person creation process. To address this, we introduce the Skip Users Filter, which allows fine-grained control over which users are skipped based on dynamic filtering.

Key Features

✅ Skip Users Filter

• Prevents specific users from being imported as persons while keeping their accounts in the system.

• Uses a JSONPath query to filter user data retrieved from Microsoft Entra ID.

• Enables administrators to define exclusion criteria based on user attributes in the Entra ID response.

✅ Filtering Mechanism

• Queries JSON data received from Entra ID using the SelectTokens method.

• Allows advanced filtering based on complex attributes (e.g., department, role, or status).

• Uses JSONPath expressions to dynamically filter the Entra ID response.

✅ Use Cases

• Exclude external contractors, service accounts, or inactive users from being created as persons.

• Keep Entra ID accounts without linking them to a person for compliance reasons.

• Optimize user synchronization by skipping unnecessary data.

How It Works

1. The Microsoft Entra ID Data Provider fetches user data as JSON.

2. The Skip Users Filter applies a JSONPath query to determine which users should not be imported as persons.

3. The accounts of skipped users are still imported and managed within Matrix42.

References & Further Reading

For advanced configuration, refer to:

• Querying JSON with complex JSON Path

• JSON Path regex operator

The query filter uses a JSON received from the Microsoft Entra ID based on initial user filtering.

https://help.matrix42.com/030_EAP/030_INT/Integration_Framework_and_Data_Providers/Built-In_Data_Provider/Azure_Active_Directory_Data_Provider#Skip_Users_Filter

Matrix42 now supports importing the Manager field from Microsoft Entra ID and Active Directory (AD) via Data Providers, ensuring that organizational hierarchies are automatically maintained within Matrix42.

How It Works

• The Manager field is imported from Entra ID / AD into Matrix42 using Data Providers.

• For Microsoft Entra ID, this capability must be manually activated in:
  Administration → Integration → Data Providers → Configuration → Settings tab

• Once enabled, Matrix42 automatically retrieves and updates the Manager field for each imported user, ensuring accurate hierarchical relationships.

Key Benefits

✅ Automated Organizational Hierarchy – Ensures that reporting structures are accurately reflected in Matrix42.
✅ Improved Role-Based Access – Enables workflows, approvals, and permissions based on manager relationships.
✅ Seamless Data Synchronization – Reduces manual work by keeping user data up to date with Entra ID / AD.

A new flexible configuration for multi-recipient service requests is now available in the Self-Service Portal (SSP). Administrators can now control how services handle multiple recipients at different levels—per application or per service—ensuring the right level of flexibility for different business needs.

Configuration Options

1. Per Application: Disable Multi-Recipient Requests Entirely

• Administrators can disable multi-recipient requests at the application level, preventing users from selecting multiple recipients for any service.

• When disabled, all services within the application can only be requested for a single recipient.

2. Per Service: Fine-Tuned Control Over Multi-Recipient Requests

For each individual service, administrators can now choose from the following options:

✅ Copy Service Form for All Recipients (Default Behavior)

• The same service form is duplicated for all selected recipients.

• Users only need to fill out the form once, and it applies to all recipients.

✅ Require Specific Service Form for Every Recipient

• A separate form is required for each recipient.

• Ensures that recipient-specific details are captured correctly in requests.

• The correct Recipient field is automatically set per form and can be used in customization as before multi-recipients

✅ Prevent Multi-Recipient Requests for Specific Services

• Some services (e.g., software licenses, device assignments) may require one-to-one ordering.

• Administrators can block multi-recipient selection for these services to avoid incorrect usage.

Prevent Multi-Recipient Requests for Specific Services

Require Specific Service Form for Every Recipient

Copy Service Form for All Recipients

The System Diagnostic Rules Engine is a critical tool for monitoring system operability, ensuring that key functionalities remain stable and correctly configured. Currently, its scope is limited to core modules. With this enhancement, the engine is extended to support custom modules deployed via extensions, allowing for comprehensive health checks beyond the core system.

Key Features

✅ Support for Custom Module Diagnostics

• The System Diagnostic Engine now allows custom diagnostic rules for modules installed through extensions.

• Administrators can define, monitor, and validate the health of custom integrations and configurations.

• Example Use Case:

  • Verify that the Enterprise Service Bus (ESB) is configured correctly.

  • Ensure custom workflows are properly executed.

  • Detect missing dependencies in third-party integrations.

✅ Declarative Rule Set Extensions

• Introduces a declarative extension mechanism to define custom rule sets.

• Supports PowerShell-based rule definitions, allowing precise and flexible validation.

✅ PowerShell-Based Rule Definitions

• Each custom rule is created as a PowerShell script, providing:

  • Full access to system configuration.

  • Custom validation checks based on business logic.

  • Seamless integration into the existing diagnostic engine.

• Rule Execution: The system automatically executes these PowerShell scripts, assessing module health and reporting any inconsistencies.

This update improves the way the New Information Received flag is managed in tickets, ensuring better visibility and control for service desk agents.

Key Enhancements:

• Configurable Flag Removal: New settings allow administrators to define when the flag should be removed, including options for previewing, editing, accepting, or taking over a ticket.

• Multi-Context Actions: Introduced "Mark as Unread" and "Mark as Read" actions to provide better control over ticket status visibility.

• Improved Ticket Handling:

  • Tickets can now be automatically marked as New Information Received when forwarded.

  • Optional setting to mark closed tickets as New Information Received to ensure necessary follow-ups.

• Audible Notifications: Option to enable a sound alert for incoming tickets, tasks, or new updates within a ticket, enhancing responsiveness for support teams.

These improvements streamline ticket processing, reduce the risk of missing critical updates, and provide better tracking of new information.

The Copy User Role feature simplifies the process of creating new user roles by duplicating an existing role, saving administrators time and reducing manual setup efforts.

How It Works

• Admins can copy an existing user role, and the system will prefill the new role's name as "<Original Role Name> Copy", allowing the admin to edit it before creation.

• The copied role will include:

  • Membership & Ownership (Organizational Unit, Cost Center, Location)

  • Security permissions (CRUD settings)

  • Audience restrictions

• Automatic Sync Reset: If the role is linked to Active Directory (AD) or Microsoft Entra ID, copying the role will reset automatic synchronization, and a warning notification will be displayed.

• Set Audience for Copy Action: This feature will be available only for administrators who have the necessary permissions.

• Localization Reset: The localization settings for the copied role will be reset, requiring manual updates if needed.

Key Benefits

✅ Saves Time – Quickly create similar roles without manually configuring settings from scratch.
✅ Consistency – Ensures new roles maintain correct security and ownership settings.
✅ Flexibility – Admins can modify the copied role before saving, making adjustments as needed.
✅ Clear Warnings – Ensures administrators are aware of sync resets to prevent unintended behavior.

This report provides a comprehensive analysis of how end-users and IT teams interact with the ITSM platform. It highlights user engagement trends, adoption metrics, and areas for improvement, ensuring organizations can assess the value of their ITSM investment.

Key Metrics & Visualizations:

• Unique Signed-in Users

  • Last 24h / Last Week / Last Month / Last Year: Displays the number of unique users who logged in and performed actions within the platform during each respective period.

• Unique Signed-In Users Over Time

  • Column chart visualizing monthly user growth trends, using Unique Values by "UserName" to track adoption rates.

• User Sign-In Attempts Over Time

  • Stacked column chart showing user sign-in attempts on a monthly basis for the past year.

• Successful vs Failed Sign-in Attempts (Last Month)

  • Pie chart comparing successful vs. failed login attempts.

• Power Users vs. End Users (Last Month)

  • Pie chart categorizing users based on their platform engagement level.

User Sessions Table Widget:

• Displays detailed user session logs, including:

  • Date & Time

  • IP Address

  • Username

  • Login Success Status

  • User Type (Power User vs. End User)

  • Agent (Device/Browser Information)

• Interactive Filtering Options: Users can refine the table view by Date and UserName, enabling targeted analysis.

This report empowers IT administrators to monitor user engagement trends, identify adoption patterns, and optimize ITSM platform utilization.

It is possible to deactivate tracking User Sign Ins in the Administration->Settings->Security "Track User Logins".

By default, sign in information is stored for 90 days