regarding the self-resolution insights: Wouldn´t it make sense to display the KB article that was displayed so the customer knows WHICH articles were useful? Currently we only see the event w/o article:

1. Add widget that shows Articles that were helpful (see table image) to Self Resolution insights ( Name of Article vs number of prevent+helped to resolve)

   1. When End User tries to report a ticket, but KB is shown, he/she click on it and ticket is prevented we add and entry to history that ticket was prevented

      1. Extend this entry by KB Article IDs, User Id

   2. Do same for case when Agent confirms KB helped to resolve the issue

   3. In case of mulitple KB viewed - add several ids to KB Articles (1 event per ticket may have 2 KBs)

1. Update KB article Preview in Service Desk to show

   1. Number of Views (we have it already in DB, but dont show)

   2. Number of Tickets Prevented

   3. Number of Tickets that it helped to Resolve by Agent

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 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.

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.

Service Desk can use the integrated Mail Robot to automatically forward or assign tickets to teams with a defined pre-qualification.
Example: If a mail comes from “Microsoft Defender for M365”, it is assigned directly to the responsible role “Server Management”.
This is not possible in EQM, as the mail robot can only be used to make a direct assignment to the queue (i.e. generally “HR” or “Internal Service”), but not to a defined team within the queue.

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.

It is possible to have Customizable Login page per OrgUnit within single tenant.

Organization, managed by MSP as customers, are registred as OrgUnit in Enterprise ITSM.

MSP admin assigns Login Theme to OrgUnit in master data.

Login configuration is moved to Theme from Global Configuration

By default - login configuration from default theme is taken.

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.

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.

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.

Matrix42 already provided a generic functionality to archive data objects which are not more relevant for service processes and should't be changed any more.

Via engine activation it's possible to start a archive process automatically.

Problem: Once, data objects were archived, there is no possibility to remove them from the archive at any time in the future.

In the course of time, the amount of data in the archive will increase and the archived informations becomes less reelvant at the same time.

Think about incidents that were closed more then a few years ago or some asset types that were withdrawn years ago.

In order to provide an effective and performant archive, a possibility to delete data from it would be very helpful. Ideally as an automatable process by using an engine activation.

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.