Matrix42 Enterprise Documentation

Auto-Translation and Text Enhancement

Published January 12th, 2026 by Svitlana Sattler

Overview Based on the user’s profile language, auto-translation dynamically detects the source language of the text and translates it into the user’s preferred language. This applies to the subject and description fields of tickets and to journal records in the Service Desk. Users can also edit journal comments and choose the target language for tra

Conversational AI (CAI) and AiCore Installation and Configuration

Published December 2nd, 2025 by Svitlana Sattler

Overview This document provides engineering-level installation and configuration notes for deploying the Knowledge Discovery component on-premise in air-gap environments. System requirements OS: Ubuntu Server 24.04 LTS (linux/amd64) CPU: 4 vCPU (6+ recommended) RAM: 16 GB (24 GB recommended) Disk: 100 GB free space (200 GB recommended) Net

Database Schema Changes 25.4.x

Published October 31st, 2025 by Svitlana Sattler

Version 25.4 25.4.0.1239 (22.12.2025) Added Tables Table Column DwpFeatureAdoptionAggregated Application Feature ID TimeStamp Total TypeID UseCase ESMTeamsAllowedTicketTypes DisplayString EntityTypeName Hidden ID Position TimeStamp Value ESMTeamsAllowedTicketTypes-CI DisplayString ID LCID Owner TimeStamp SPSStagingInv

Service Management Overview

Published September 23rd, 2025 by Svitlana Sattler

Matrix42 Service Management provides a comprehensive and flexible framework for delivering, managing, and supporting IT and business services across the organization. It brings together structured service definitions, automated workflows, and user-friendly interfaces to support the entire service lifecycle: from requests and approvals to incident ha

Release notes for Field Service Management

Published January 20th, 2026 by Svitlana Sattler

The Field Service Management Extension is available for download in the Matrix42 Extension Gallery. Field Service Management 1.0.0051 Updated license Compatibility with Matrix42 Enterprise Service Management v.25.4

Solved Problems 25.4.x

Published October 30th, 2025 by Svitlana Sattler

Version 25.4 List of solved problems for Matrix42 Enterprise 25.4.x including all updates. Release 25.4.0.1258 (14.01.2026) Title Description PRB38717 Nested Required Services Only Partially Displayed in Bundles PRB38742 Required Services in Bundles Display Default USD Price Instead of User Profile Currency PRB39156 Send E-Mail Wizard - TO field con

Technical Prerequisites

Published November 17th, 2025 by Svitlana Sattler

Matrix42 Knowledge Discovery for End Users enhances our existing Enterprise Service Management solution. To use this feature, the following technical requirements must be met: Your Matrix42 Enterprise Service Management deployment version needs to be 25.4 or higher. The New Look must be enabled. Installed and configured Conversational AI portal. Fo

Knowledge Discovery for End Users Overview

Published November 17th, 2025 by Svitlana Sattler

Overview Knowledge Discovery for End Users introduces the Helpdesk Assistant chatbot for users of the Self Service Portal. Depending on the configuration, the Helpdesk Assistant interacts with portal users and suggests answers to their questions based on information from various sources, such as Matrix42 Enterprise Knowledge Bases, external online

Enterprise in MS Teams App: Troubleshooting and Error Handling

Published November 4th, 2025 by Svitlana Sattler

Fix: Teams App Registration Compatibility Error Issue When opening the Enterprise for MS Teams app, you may see an error message on the first screen that says: ⚠️ Connection Error Unable to connect to Enterprise Service Management (M42) due to app registration upgrade.Please contact your system administrator to follow the steps in the documentation

Cloud Control Panel (Extension)

Published October 22nd, 2025 by Svitlana Sattler

Overview The Cloud Control Panel extension provides the following self-service options that can be run and managed on demand: Update ESM Create SQL Backup Clone Database from Production Environment Prerequisites The extension is suitable only for Cloud environments and is installed by default. Release Notes 1.0.424015 release is the initial vers

Empirum Inventory Extension Overview

Published November 18th, 2025 by Svitlana Sattler

Overview This guide provides information on installing and using the Matrix42 Empirum Inventory data provider add-on for importing devices and applications from Matrix42 Empirum. Matrix42 Empirum is part of the Matrix42 Secure Unified Endpoint Management solution and provides comprehensive device management functionalities. Part of the functionalit

E-mail Robot: Accessing a Mailbox as a Delegate in Google Workspace

Published December 16th, 2025 by Svitlana Sattler

To set up a delegate access to the mailbox for the Email Robot through the Google Workspace, complete the following steps: Configure Service Connection as mentioned in the Email settings: Gmail Configuration for Google Workspace Service Connection page Create a Service Account in the Google Cloud Console Go to the Google Cloud Console. Navigate to I

Release Notes for Knowledge Discovery for End Users

Published November 17th, 2025 by Svitlana Sattler

Version 1.1.0 Conversational AI 25.3.2.2 Improvements Agent Widget Improved session handling with partitioned cookies: Introduced partitioned cookies to enhance session management. This improves session stability, prevents cross-site tracking issues, particularly in browsers with strict cookie policies (e.g., Chrome's third-party cookie restrictions

Installation and Configuration

Published November 17th, 2025 by Svitlana Sattler

Overview Before configuring the extension in the Service Desk application, you need to define the knowledge sources for the AI chatbot, configure the look and feel of the chat, adjust the position of the chat on the screen and the chatbot name, and adjust how the user names and live agent names will be shown in the chat. All this is done through th

Security Management Overview

Published December 15th, 2025 by Svitlana Sattler

Matrix42 Enterprise Service Management comes with predefined roles. Each role has specific rights that define in detail what can and cannot be done in the system by a user to whom this role is assigned. Every user can be a member of one or more roles, so you can make sure that the users can change or see only the data pertaining to their areas of re