A new update for Workflow Designer is now available in the Matrix42 Extension Gallery — version 1.1.11.386861.
This release resolves known issues, including:
✅ PRB37600 — “Add Workflow” and “Edit Workflow” actions no longer redirect to the Self Service Portal
✅ Support for container-based infrastructure is now included

Compatibility notes:

• The update can be installed on previous core versions (12.1.1 / 12.1.2)

• If installed before applying core HFs (12.1.2.5265+ / 12.1.1.4276+), a one-time retry might be required during installation (this does not always occur).

• Once core version is updated to or beyond the mentioned HFs, no retry is required.

• For cloud deployments running in container infrastructure, applying these core HFs is required before installing the extension.

👉 View the Extension in Gallery

To help teams maintain momentum and avoid ticket stagnation, the system now includes a daily reminder engine that notifies responsible users about activities that haven’t progressed for a defined period.

🕓 How it works:

• A new engine called "Service Desk – Responsible Reminder" runs daily in the morning

• It checks for tickets in selected statuses (e.g., In Progress) that haven't changed for more than X days (default: 3)

• The responsible user receives a summary email listing all such tickets, including ticket links and basic info

• A new filter in the Backlog view helps quickly identify "Tickets Without Progress"

⚙️ Configurable in Service Desk Settings:

• Enable/disable reminders (enabled by default for new installs and updates)

• Set the inactivity threshold (default: 3 days)

• Choose applicable statuses (default: In Progress; multi-select supported)

• Select reminder frequency:

  • Never

  • Daily (default)

  • Every Y days

✉️ The notification template is titled “Inform Responsible User when Ticket(s) has no progress” and avoids referring to ticket forwarding. Instead, it clearly states that the ticket has shown no progress and prompts action.

This feature keeps responsibilities visible, ensures no ticket gets forgotten, and improves SLA adherence across the service team.

To prevent confusion and reduce support requests, we’ve introduced a new setting that automatically notifies users about unordered services still in their shopping cart.

• 📥 If a user adds services to the cart but does not complete the order, they will receive an email reminder

• 🔔 Helps users avoid mistakenly assuming an order has been placed

• ⚙️ Controlled via the setting “Inform requesters about unordered Services in their Shopping Cart” in the Global System Settings

• ✅ Enabled by default for new installations

• ⚠️ Disabled by default on system updates (can be enabled manually)

This small automation improves user clarity and minimizes service desk inquiries about missing orders.

A new out-of-the-box SLA & OLA Compliance report is now available in the Self Service Portal for decision makers and managers — helping them easily track critical SLA/OLA performance and fulfillment.

✅ For new installations, the new reporting is activated automatically.

✅ For existing installations, admins can enable it via Service Catalog Settings → "Use New Reports in Self Service Portal" checkbox.

A new Ordered Services report is now available in the Self Service Portal to provide clear visibility on ordering trends and cost distribution by cost centers — tailored for decision makers and managers.

✅ For new installations, the new reporting is activated automatically.

✅ For existing installations, admins can enable it via Service Catalog Settings → "Use New Reports in Self Service Portal" checkbox.

The new Cost Center Trends report in the Self Service Portal helps decision makers easily track monthly costs by service type across cost centers — supporting better budgeting and financial control.

✅ For new installations, the new reporting is activated automatically.

✅ For existing installations, admins can enable it via Service Catalog Settings → "Use New Reports in Self Service Portal" checkbox.

The new Cost Center Invoice report in the Self Service Portal allows decision makers to analyze service invoice data by service type and cost center — helping improve cost transparency and chargeback processes.

✅ For new installations, the new reporting is activated automatically.

✅ For existing installations, admins can enable it via Service Catalog Settings → "Use New Reports in Self Service Portal" checkbox.

We’ve enhanced the shopping experience in the Self-Service Portal when ordering for multiple recipients.

• Recipient(s) are now always visible throughout the shopping process.

• Users can easily remove specific recipients from the cart at any stage before submitting the order.

This improvement reduces ordering errors and improves clarity for delegated service requests.

Business users can now easily add new reports and dashboards in areas like License, Assets, Contracts, or custom apps — without requiring admin assistance — if only one dashboard previously existed in that area.

Value: Empowers business users to customize reporting and dashboards independently, increasing agility and reducing reliance on IT support.

A new setting has been introduced in the Global System Settings to streamline service ordering based on organizational hierarchy.
With the new option “Allow the manager to order services for the subordinates”, users listed as managers (via the Manager field in Master Data) can now request services on behalf of their direct reports — without requiring complex role or group configurations.
This setting supports integration with external systems like Azure AD, simplifying synchronization and maintenance.

• ✅ Enabled by default for new installations

• ⚙️ Disabled by default for existing environments (can be manually enabled)

• 🔄 Works automatically if the Manager field is maintained

This enhancement significantly reduces administrative overhead and improves ordering flexibility across distributed teams.

A new control option in the Global System Settings makes it easier for administrators to support their teams.
With the checkbox “Allow the administrator to order services for all users”, platform admins can now act on behalf of any user when placing service requests — regardless of role or organizational assignment.

• ✅ Enabled by default for new installations

• ⚙️ Disabled by default for existing environments (can be manually enabled)

• 👤 Applies to users in the Administration role

This enhancement simplifies service ordering for administrators and speeds up internal support operations.

You can now subscribe to receive selected reports via email automatically — improving visibility, transparency, and operational efficiency for both Service Desk and Service Catalog users.

✅ The subscription experience is based on the familiar Send Report via Email functionality, but starts with a new, user-friendly Subscription Wizard.
✅ Reports are attached to emails in configurable formats (PDF, PNG, JPG).
✅ You can subscribe for yourself or others (if permitted), with clear overview and management of your active subscriptions.
✅ Each user sees only the reports they are subscribed to and can manage or delete their own subscriptions.

Key capabilities:

• Flexible cadence: Weekly, Bi-Weekly, or Monthly (daily engine activation triggers actual sending).

• Configurable content: Layout options, portrait/landscape, color theme, include header/footer, enhanced color contrast.

• Prevent duplicate subscriptions: System prevents duplicate subscriptions for the same target recipient.

• Auditability: New Report Subscriptions dashboard for Admins provides full visibility into usage, subscription volume, and generation limits.

• Report generation limits can be configured by Admins (default 100 reports/day for On-Prem). Be mindful of server performance.

Admins get a new Report Subscriptions Overview Dashboard, showing:

• Report generation volume & limits

• Sending by days & recurrences

• Subscriptions by report, application, creator, file type

Admins can view, edit, and delete subscriptions centrally.

To simplify communication and ensure consistent outreach, the Quote & Reply function now automatically includes all relevant recipients from the original journal entry — including senders and CC’d addresses — in the email recipient picker.

• ✉️ Works for journal entries created from inbound and outbound emails

• 🔁 Ensures continuity when continuing email threads from earlier communication

• ✅ Reduces manual effort and avoids missed recipients

This improvement helps agents reply faster and more accurately, especially in multi-recipient support scenarios.

it’s now possible to tailor the login experience per organization in multi-tenant environments. For MSPs, this means that each customer / department (OrgUnit) can have a dedicated login page theme, including colors, texts, and background images — significantly improving branding and user experience.

Here’s how it works:

• 🔑 Login configuration is now part of Themes (moved from Global Settings).

• 🏢 Themes can be assigned per OrgUnit, allowing each customer/department to have their own login branding.

• 🌐 Custom login page is automatically applied when accessing the platform via a URL parameter (e.g., ...?ou=university1).

• 🔄 When a user from a different OrgUnit tries to access a restricted login page, the system signs them out and redirects them to the proper login screen.

🛡️ Feature is enabled for ITSM 2023 Advanced / Enterprise / ITSM 2025 Enteprise and works in New Look only.

Matrix42 now enables seamless communication between end users and service agents across different languages, ideal for global organizations with distributed teams.

🎯 Key Capabilities:

• End users create tickets in their native language.

• Agents instantly translate ticket content (subject, description, journal entries) into their own preferred language.

• All agent replies — journal notes, emails, and closure messages — are automatically translated back into the end user's language.

• Agents can preview translations before sending, ensuring clarity.

⚙️ Configuration:
Admins can enable this under Administration → Settings → Regional Settings, by activating the "Auto Translate & Correct" option and selecting the translation engine:

• M42 Intelligence (requires Action Credit subscription)

• OpenAI (requires API key and billing through OpenAI Platform)

🔒 Access can be restricted by user, role, or application.

💡 Subscription Required:
Available with ITSM Advanced/Enterprise 2023 or Enterprise 2025 subscriptions.

The Merge action, previously available for Incidents, is now supported for Tickets — with enhanced handling via the Transform action and an improved user experience:

• A dedicated Merge action is now available for Tickets, with the same behavior and settings as for Incidents.

• The Transform Wizard recognizes when the action is Merge and presents an extended Merge workflow to the user.

• During the process, the system ensures Ticket Type compatibility — only Tickets of the same type as the parent Ticket can be merged.

• The Merge process is fully automated, using the Transform API in the background.

This simplifies Ticket management, ensures consistency across Ticket types, and provides a familiar and seamless merge experience for users.

Matrix42 empowers IT teams to communicate globally through instant localization of Announcements, Service Categories, Knowledge Base Articles, and more — ensuring consistent messaging across multinational organizations.

🎯 Key Capabilities:

• Compose announcements or service descriptions in one language and use the "Auto Translate" function to localize into all supported UI languages.

• Translate any localizable object, including:

  • Knowledge base titles and content

  • Service Catalog entries

  • Custom objects and form fields

• Support for both one-click and bulk translations.

⚙️ Configuration:
Via Administration → Settings → Regional Settings, activate "Auto Translate & Correct" and choose a provider:

• M42 Intelligence (Action Credit model)

• OpenAI (API key required; customer-billed usage)

🔧 Admins can control where and how translations are used, and developers can integrate auto-translation into layouts via the Layout Designer.

💡 Subscription Required:
Available with ITSM Advanced/Enterprise 2023 or Enterprise 2025 subscriptions.

Customer Need & Use Case:
Customers and agents want to understand not just what articles are read — but which ones actually help. Until now, article views were tracked, but there was no visibility into which KBs prevent ticket creation or aid in resolution.

Our Approach:
We extended Self-Resolution analytics by linking helpful article events to specific KB IDs and user actions. Articles now show views, prevented tickets, and agent-confirmed resolutions — all visualized in a new widget and article preview.

Release Highlights:

• 🧠 New Self-Resolution Insights Widget: Displays Knowledge Articles that prevented tickets or helped agents resolve them, with count.

• 📈 Article Preview Enhancements: View per-article stats — total views, prevented tickets, resolved by agent.

• 🧾 Audit Improvements: Self-resolution and agent resolution events now store related Article IDs and User IDs.

• 🔗 Handles multi-article cases with multiple linked KB IDs per resolution/prevention event.

This brings transparency to your KB effectiveness — empowering teams to invest in what works.

We’ve extended the E-Mail Robot configuration to support Gmail accounts via Service Connection — in addition to the existing options for Exchange / Office 365 and MS Graph.
This enables organizations using Gmail to automatically process incoming mails and create or update tickets via the E-Mail Robot.

✅ Supports OAuth-based secure integration
🔄 Available in the Service Connection selector of Mail Robot
📚 Refer to help article on Gmail setup for sending and apply the same for reading now

Perfect for customers standardizing on Google Workspace.

Global Search just got smarter. In this update, we’ve introduced ID-first logic to streamline how users find objects like tickets, bookings, or knowledge articles using reference numbers.

When a user enters a keyword that matches known object ID patterns (e.g. INC123456, PRB00001), the system now:

• 🔍 Recognizes the object type based on the prefix (e.g. INC for Incidents, PRB for Problems)

• ⚡ Performs a direct lookup in the correct table for immediate results

• ✅ Returns the exact match instantly when available

• ➕ Offers a “Show More” button to expand the search across all objects if needed

This enhancement improves accuracy and speed when searching by object numbers — a common habit for both end users and support teams.

Four new widgets have been added to the SLA and OLA Performance Insights report, enabling detailed visualization of SLA and OLA Reaction Time and Solution Time Compliance trends over time.

Value: Empowers managers and service owners with deeper visibility into service level performance trends, supporting proactive SLA management and continuous improvement.

EQM Dashboards have been fully migrated to the New Reporting technology, offering a faster and more modern visual experience.

• Settings pane is now hidden for a cleaner look

• All actions (e.g., Create Announcement) are now working as expected

• Enjoy seamless access and interaction across Home and Team dashboards

This improves clarity, consistency, and performance for EQM users.

To improve transparency and traceability, the system now automatically logs key updates to the journal when critical fields are changed.

• 📝 Logged in Activity updates:

  • Initiator

  • Priority

  • Impact & Urgency

  • SLA and OLA assignment

• 🔧 Logged in Change records:

  • Change Template

  • Type of Change

This enhancement ensures that all significant modifications are recorded and visible directly in the journal, making it easier for teams to track what was changed, when, and by whom.

To improve ticket threading and reduce duplicate records, a new setting allows the Email Robot to detect ticket numbers in the email body, not just the subject line.

• 📨 If enabled, the robot will search for ticket IDs (e.g. #INC123456) within the body of incoming messages.

• 🔄 This is particularly useful when external systems remove or overwrite the subject line but preserve the ticket number in the message body.

• ⚙️ This option is disabled by default and can be turned on in the Email Robot Settings.

By recognizing ticket references beyond the subject line, this feature improves continuity in communication and ensures related replies are correctly linked to the original ticket.

To improve ticket routing in Enterprise Queue Management (EQM), the E-Mail Robot now supports direct Role assignment for incoming messages.

• A new "Role" field is available in the email configuration wizard for all supported ticket types.

• When defined, the ticket will be assigned directly to the specified Role, overriding any Role set by the EQM Profile.

• This enables routing to specific teams (e.g. “Server Management”) rather than just general queues (e.g. “Internal Service”).

This update ensures faster, more accurate assignment and triaging in EQM workflows.

We improved the visual consistency and layout of dialogs in New Look, with special focus on ensuring compatibility of Service Forms created in Classic UI, so they can be used in New Look without requiring modifications:

• Reduced excessive spacing between section headers and content

• Harmonized spacing between headings and surrounding elements

• Improved input field appearance (modern look with correct spacing and alignment)

• Enhanced support for colored backgrounds in dialogs

• Adjusted default font sizes for better readability and alignment with legacy expectations

These changes ensure that existing Service Forms and dialogs originally designed in Classic UI remain fully usable and visually consistent when used in New Look.

The latest release brings greater flexibility and performance to search across Service Desk and Self Service Portal (SSP).

What’s new:

1. 🛠 Two new toggle options in Service Desk settings:

   • Use Full-Text Search in Service Desk (for Incidents, Tickets, Service Requests, Problems, Tasks, Changes, and Knowledge Base Articles)

   • Use Full-Text Search in Self Service Portal (same objects as above)

2. 🚀 Performance boost for Global Search, especially in SSP with high data volume.

3. ⚙️ New Search Configuration in Administration → Frontend Settings:
   Admins can now define how Global Search behaves:

   • Display String Only (best performance)

   • All Data Query Columns configured for Keyword Search (more comprehensive results, may impact performance)

These enhancements give you full control over balancing search performance and result accuracy — tailored to your user base and use case.

You can now switch to a Rectangle Item Design in the Dependency Map to visualize availability metrics directly on the map.

• 🟦 Two item shapes available: Circle (default) and Square

• 📊 In Rectangle mode, supported assets and services show Availability Status, including Committed and Actual values

• ⚙️ Enabled via Dependency Map Settings with optional CI-type filtering

This enhancement gives IT teams and service owners immediate visibility into service health while analyzing dependencies — no need to switch contexts.

More available in online help

https://help.matrix42.com/020_ESM/10_Service_Management/050Add-Ons/Dependency_Graph_(Extension)/Configuring_the_dependency_mapping

To improve visibility and reduce setup effort, the Dependency Map now includes a broader set of predefined relationship mappings out-of-the-box.

• 🔗 Common relationship types are preconfigured automatically

• 🧠 Enables immediate value from Dependency Maps without manual mapping setup

• 💼 Supports faster onboarding for new environments and better experience in demos or POCs

This update helps users gain instant insights into asset relationships and dependencies without additional configuration steps.

Navigating complex service relationships just got easier. The Dependency View Map now includes a search bar that lets you quickly locate Configuration Items (CIs), incidents, or services by keyword.

• 🔍 Instantly filter and highlight relevant objects on the map

• 📎 Supports names, IDs, and other keyword matches

• 🧭 Saves time in large environments with dense dependency structures

This usability enhancement helps administrators and support teams pinpoint issues and dependencies faster within the CMDB.

To make navigation easier in large dependency maps, the root object (starting point) is now automatically highlighted when the map loads.

• 🎯 Default highlight color is green, but it can be customized

• ⚙️ Controlled via the “Highlight Root” setting in Dependency Map Settings

• 🖌️ You can disable the highlight entirely or select a different color as needed

This enhancement helps users instantly locate the origin of the map, improving clarity and efficiency when analyzing service relationships.

The Dependency Map now includes advanced filtering by dependency type, giving you more control over what relationships are visualized.

• 🧩 Toggle visibility for specific link types such as:

  • Depends On

  • Affects / Affected By

  • Peer-to-Peer

  • Installed On

  • Client / Server, and more

• 🎛️ Available in the Options panel under “Types”

• 👁️ Helps reduce visual noise and focus on relevant connection types

You can now dynamically control the visibility of CI types within the Dependency Map — directly from the UI.

• ✅ Instantly show or hide CIs such as Incidents, Computers, Services, People, Network Devices, etc.

• 🎛️ No need to change global configuration — filters are applied in real time per session

• 🔍 Makes it easier to focus on the relevant layers of infrastructure or business context

This update enhances clarity and gives users more flexibility when analyzing complex service dependencies.

You can now export the Dependency Map for reporting, documentation, or offline analysis.

• 🖼️ Choose from PNG, JPEG, or PDF file formats

• 🔍 Export either the current view or the entire chart

• 📐 Select output resolution up to 5k pixels for high-quality visuals

This feature makes it easy to share dependency insights with stakeholders or embed them into change records, presentations, or audits.

You now have full control over how affected assets are visually emphasized in the Dependency View Map.

• 🎨 Define custom highlight colors for affected Configuration Items (CIs)

• ⚠️ Control when and how the highlighting appears (e.g., only for active incidents or specific asset types)

• 🧩 Configure display logic and color rules per object type via Object Display Overrides

This flexibility helps avoid misleading visual cues — especially in business-critical overviews or Change Management scenarios — and allows tailoring the map visuals to suit specific operational requirements.

The Dependency Map now includes configurable options to define the depth of your analysis.

• 🧩 Dependency Level lets you control how many levels of related items are visualized outward from the selected object

• 👥 Sibling Level defines how many horizontal relationships between related items are displayed

• 🔄 Both settings are easily adjustable in real-time via the right-hand options panel

This enhancement allows for flexible scoping of the visualization — from a high-level overview to a deep-dive into detailed dependencies — based on your investigative needs.

Matrix42 now supports automated deletion of archived data objects to maintain a clean and performant archive over time. While archiving via Engine Activation has been possible for a while, this enhancement introduces:

• ✅ New checkbox and time expression in CI configuration for archive cleanup control (default: 3 years).

• ♻️ Extended Engine Activation to automatically delete archived data when the defined time threshold is reached.

• 🔄 Configurable per CI type.

This ensures that long-retired assets or tickets closed years ago no longer clutter your archive — and all without manual effort.

A new Enhance button is now available across the platform — helping users improve text quality with AI-assisted spelling, grammar, and style correction.

• Available by default in Service Desk, Service Catalog, and Administration — can be further configured by administrators.

• Accessible in Text Box, Text Area, Rich Text Box, and Journal fields in New Look UI.

• Works seamlessly alongside Auto Translate.

• Available for customers with ITSM 2023 Advanced/Enterprise or ITSM 2025 Enterprise subscription.

This feature helps ensure professional, high-quality content across all user-facing processes — with just one click.

Track Adoption

How to activate:

In Administration → Global System Settings → Regional Settings → Auto Translate & Correct:

✅ Enable Text Enhancement

Select desired Language Engine (choose between M42 Intelligence (Action Credit model) or OpenAI (customer-provided API key)) and Service Connection.

Once enabled, users with permission will see the Enhance button in supported controls.

We are proud to announce that the Matrix42 Enterprise Service Management Platform (New Look UI) has successfully passed an independent BITV-Test (BITV/EN 301 549 Accessibility Test) — confirming enhanced accessibility compliance across the platform.

Scope of certification: The accessibility test covers applications based on the Enterprise Service Management Platform, including Self Service Portal, Service Catalog, Service Desk, Asset Management, License Management, and other platform-based modules built with the New Look UI. The certification was performed by Aeir GmbH in May 2025, in alignment with the German Barrierefreiheitsstärkungsgesetz (BFSG) and the European EN 301 549 standard.

Customer value: This ensures that all applications based on the Enterprise Service Management Platform — including Self Service Portal, Service Desk, Service Catalog, Asset Management, License Management, and other platform-based modules — deliver an improved, inclusive experience for all users. The certified UI supports keyboard navigation, screen readers, structured headings, accessible color contrast, and clear, user-friendly layouts — enabling broader usability across diverse user groups and helping customers meet accessibility compliance requirements.

Please note: The certification applies to the New Look UI only. Customers should follow accessibility best practices when extending or customizing the platform to maintain compliance.