Overview

Recents provides quick access to recently viewed records across Matrix42 Enterprise applications, helping users navigate between objects, continue previous activities, and work more efficiently without losing context.

Whether you are working with tickets, service requests, knowledge base articles, or configuration records, Recents allows you to return to previously opened items with just a few clicks.

Beyond navigation, Recents also supports multitasking, making it easy to switch between records and active record creation dialogs. This is particularly useful when users need to reference information from one object while creating or updating another.

Key Capabilities

Quick Access to Recently Viewed Records

Recents automatically tracks records that users have opened across different Matrix42 Enterprise applications.

Users can:

• Access recently viewed records directly from the global navigation bar.
• Navigate between records from different applications without searching for them again.
• Identify records by their names and object types, such as Tickets, Incidents, Service Requests, or Knowledge Base Articles.
• Quickly return to previously viewed records and continue their work.

The list reflects the user’s recent activity, providing a convenient way to navigate between frequently accessed objects.

Search Within Recent Items

As the list of recently viewed records grows, users can quickly find a specific item using the Search in Recent Items field.

This allows users to locate previously opened records without navigating back to the corresponding application or performing a new global search.

Multitasking Across Records and Applications

Recents supports multitasking by allowing users to switch between recently opened records and active record creation dialogs.

Example: Creating a ticket using information from an existing record

1. Start creating a new ticket using the New Record dialog.
2. While completing the ticket, open Recents from the global navigation bar.
3. Select a previously viewed record containing relevant information.
4. Review the information in the record preview and copy the required details.
5. Use Recents to switch back to the active New Record dialog.
6. Continue completing the ticket using the copied information.

This allows users to work with multiple objects without repeatedly closing and reopening dialogs or losing their current input.

Typical use cases include:

• Creating a new ticket while referencing information from an existing incident.
• Copying details from a Knowledge Base Article into a new record.
• Reviewing a related service request while creating another object.
• Switching between multiple active tasks without interrupting the workflow.

Access Active Record Creation Dialogs

In addition to recently viewed records, Recents provides access to active New Record dialogs.

Users can switch between a record preview and an unfinished creation dialog, allowing them to reference information from other objects while continuing their current work.

This capability is particularly useful for Service Desk agents and administrators who frequently work with multiple records simultaneously.

Manage Recent Activity

Users can manage their recent activity directly from the Recents panel.

The Clear all action removes entries from the recent activity list, allowing users to start with a clean history.

Clearing recent activity does not delete the underlying records.

How to Use Recents

1. Click the Recents icon in the global navigation bar.
2. Review the list of recently viewed records and active dialogs.
3. Use the search field to find a specific recent item if needed.
4. Select an item to open it or return to the corresponding dialog.
5. Switch between items as needed to complete your work.

Benefits

Faster navigation: Return to recently viewed records without navigating through multiple applications or repeating searches.

Improved productivity: Reduce unnecessary navigation when working with multiple tickets, requests, or other business objects.

Seamless multitasking: Switch between record previews and active creation dialogs while preserving the context of your current work.

Simplified information reuse: Reference and copy information from existing records into newly created objects.

Consistent experience: Access recent activity from the global navigation bar, regardless of the application currently in use.