Matrix42 Enterprise Documentation

Accounts

Published August 15th, 2025 by Daniel White

Overview Accounts identify persons who work with Matrix42 Enterprise Service Management. Usually, they belong to the Active Directory domain and should be assigned to employees. User accounts can be members of one or more Active Directory groups. Managing data on the General tab The following fields contain essential information on the user account:

Configuring and running the Amazon VMs Inventory data provider

Published August 15th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Amazon VMs Inventory data provider for editing. Edit the default configuration from the Configurations grid. On the General page, select the Enabled checkbox. Go to the Settings page. Configure the setting

What is Adobe Data Provider add-on

Published August 15th, 2025 by Daniel White

The Adobe Data Provider add-on allows maintaining compliance for Adobe product profiles. This add-on can be installed from Matrix42 Extension Gallery. It is recommended to install it on Enterprise Service Management version 10.1.1.3352 and higher. The add-on can be installed from Matrix42 Extension Gallery. It automatically installs SaaS Import exte

What data is imported for the cloud services

Published August 15th, 2025 by Daniel White

Overview The Azure Inventory data provider imports all resources from Azure and creates them as cloud services in Enterprise Service Management. Cloud services that represent virtual machines are also created and linked to the corresponding computer records. The following import definitions are used for importing cloud resources: Cloud Services: Imp

Setup Cloud Costs Data Provider for CSP Contract

Published August 15th, 2025 by Daniel White

Goal Setup all configurations so that the data provider can import billing data from a Microsoft CSP contract into your ESM. The data is transferred through Matrix42 Cloud Costs service. Illustration of access and data flow: The user that connects the Azure subscription with the Matrix42 Cloud Costs Portal needs a Matrix42-Account. If this is alrea

Tracking usage of Entra applications

Published August 16th, 2025 by Daniel White

Overview The Entra Enterprise Application Inventory data provider imports all applications from your Microsoft Entra ID that belong to the Enterprise Applications and Microsoft Applications types. You can see these applications under Technical Inventory > Entra Applications in the Licenses application. You can configure usage tracking for any of

Create custom data provider based on Generic Inventory extension

Published August 16th, 2025 by Daniel White

Perform following steps to setup a new custom data provider in your Enterprise Service Management Platform environment: In the Administration application go to Integration > Data Providers and use the Add Generic Connector button to create a custom data provider (connector). Specify the name for your data provider. In the Import Workflow field, s

What is Intune Data Provider

Published August 16th, 2025 by Daniel White

Overview Microsoft Endpoint Management (Intune) is a cloud service that provides device and application management. The Intune data provider integrates Matrix42 Enterprise Service Management with this solution. This add-on can be installed from Matrix42 Extension Gallery. Version 3.0 is an upgrade of the previous version and has improved functionali

Deploying FastViewer agent with Empirum & Commandline

Published August 18th, 2025 by Daniel White

Goal If you want to roll out FastViewer Desktop with /replaceexisting=true and want it done automatically in Empirum or CMD you can use the scripts bellow! After completing this how-to you will have the FastViewer Desktop enrolled without changing any of the the individual settings of the machine. Empirum Batch Script Example (the file does need to

Speeding up creation of new contracts and contract items

Published August 13th, 2025 by Daniel White

Overview When filling in a dialog for a new purchase contract, a user does not need to enter all values manually. If this contract has a parent agreement, it is recommended to select this agreement in the corresponding field first. After a parent agreement is selected, the system offers to apply values of the parent agreement to the current new cont

Telemetry

Published July 4th, 2025 by Daniel White

Deactivation of Telemetry: Data Telemetry for Instant Meetings (Conferences, Presentations, Support Sessions) can be enabled/disabled in the portal at:portal.fastviewer.com -> Settings -> General -> Security -> Transmit telemetry data After deactivating telemetry, the FastMaster.exe and FastClient.exe modules must be downloaded from the

Assigning roles

Published July 5th, 2025 by Daniel White

Overview To give users of Matrix42 Software Asset and Service Management access rights to specific areas, you need to assign them one or more roles. If you are authorized to edit roles and view persons: Go to Administration. In the navigation area, click Security > User Roles. In the selection list, double-click a role. A properties dialog opens.

Deleting objects in Service Desk

Published July 7th, 2025 by Daniel White

You can always delete objects in Matrix42 Service Desk by using the Delete action in the action pane: Select the objects that should be deleted. Click the Delete action in the action pane. In the dialog that appears, check the summary information, and then click DELETE at the bottom of the wizard to confirm the deletion. When you delete objects in M

Importing mobile devices

Published July 6th, 2025 by Daniel White

Overview Mobile devices that are used in the organization should be managed and monitored. You can import the mobile device information from the Matrix42 Mobile Device Management system automatically by using MWM AirWatch and MWM Silverback data providers. For this, you require the corresponding license certificate. If the MWM AirWatch or MWM Silve

Overview

Published July 3rd, 2025 by Daniel White

M42 FastViewer webconsole is A standalone web-based browser application that allows you to access and control your remote computers and servers from this web interface. With this solution, you can remotely troubleshoot and maintain your devices, transfer and synchronize files, and resolve issues without requiring an IT expert to be physically on sit

Creating an incident

Published July 7th, 2025 by Daniel White

Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Incidents. On the toolbar, click Add Incident. A properties dialog opens. For detailed description of the Note dialog, refer to the Incident Dialog article in this User Guide. Enter detailed information about the incident. Fields that ar

Main Dashboard

Published July 3rd, 2025 by Daniel White

Overview Once logged in, the M42 FastViewer dashboard provides access to remote devices, connection statuses, and other options. Main Panel This area is used to display the remote connection. Managing remote connections is explained in this article. If no connections are active, it displays the Welcome Message Left Sidebar Refresh button can be used

Preparation of the Microsoft Teams tenant

Published July 15th, 2025 by Daniel White

TEAMS ADMIN CONFIGURATION Once the VSA Basic extension was successfully installed and configured on ESM the application will need to be allowed into your organization. Please make sure that the VSA Basic extension is already installed prior to adding the app to your MS Teams-supported apps.. Any other sequence will result in a non functional setup

Handling deletion in Contract Management

Published August 12th, 2025 by Daniel White

Overview Depending on your company's policy, you can configure the system to either delete contracts completely or assign the Deleted status for them. To define the required behaviour, you should use the Settings page in the Contracts application. If the Deleted status is selected in the Available Status Values for Contracts setting, running the Del

Use Cases

Published July 2nd, 2025 by Daniel White

Use cases for the AI Assist toolbar. Classification AI Suggests a Category Based on Ticket Content Scenario: The AI Assist toolbar suggests a category based on the ticket content. Steps: The user submits a ticket describing a problem. The text is analyzed, and some appropriate categories are suggested. The agent sees three suggested categories in th

Version 1.6.0017

Published July 3rd, 2025 by Daniel White

Installation and update requirements Enterprise Service Management Platform Version 12.0.3.xxxx or higher Feature Session End Dialog - After ending a session, a dialog is displayed in which it is possible to enter a comment, which is then entered in the journal of the asset. If the session was started via Service Desk, the entry is made in the journ

Creating notes

Published July 7th, 2025 by Daniel White

A note is a comment that is normally made in the context of a contractual agreement, an appointment, or a task. Go to Matrix42 Software and Asset Management > Service Desk application. In the navigation area, click Collaboration > Notes. On the toolbar, click +Add Note. A properties dialog opens. Enter the note related information. For detaile

AI Search Licensing

Published July 3rd, 2025 by Daniel White

Licensing information for the AI Search feature. Matrix42 AI Search requires a subscription license for Enterprise Service Management (either Advanced/Enterprise tiers or Matrix42 Enterprise) as well as a signed Terms & Conditions and Data Processing Agreements.

Service Catalog Reports

Published July 5th, 2025 by Daniel White

The Matrix42 Service Catalog provides a series of standard reports to help you see the current state of your Service Catalog and extend them according to your needs.. Reports with configurable widgets are available starting from v.12.1.1. Standard reports can be adjusted and extended as described in Managing Dashboards and Reports in New Look. To

AI Assist for Service Desk Licensing

Published July 2nd, 2025 by Daniel White

Licensing details for AI Assist. Matrix42 AI Assist for Service Desk requires a subscription license for Enterprise Service Management (either Advanced/Enterprise tiers or Matrix42 Enterprise) as well as a subscription for the Matrix42 AI Assist for Service Desk solution itself, which is required to enable the feature. AI related Terms & Conditi

Usage of approval and provisioning workflows

Published July 4th, 2025 by Daniel White

In Matrix42 Service Catalog, workflows are used to perform multistage business processes. These workflows control the various process steps and monitor the overall progress of the process. Matrix42 Service Catalog uses two different types of workflows: approval workflows and provisioning workflows. Approval workflows are initiated in the Matrix42 Se

Frequently Asked Questions

Published July 3rd, 2025 by Daniel White

This section covers the most frequent questions extracted from our customer base. Are we able to use data of attachments/files with Configurable AI for Matrix42 Enterprise? File streams (read/write) is not supported by Configurable AI for Matrix42 Enterprise.

Editing an incident

Published July 7th, 2025 by Daniel White

Edit action opens an edit dialog of the ticket. To Edit a ticket: Go to Matrix42 Software Asset and Service Management → Service Desk application; In the navigation area, click Incidents; If the required configuration item is not in the selection list, enter a search term into the Search Text field at the top and hit "Enter"; alternatively, use the

Quick start into prompts

Published July 3rd, 2025 by Daniel White

Quick start into prompting, including examples to copy & paste. Understanding Large Language Models Working with Configurable AI and prompts requires some understanding of Large Language Models to optimize the result of your use case. Here are a few key instructions: Be very concrete in your instructions and avoid ambiguity. Keep sentences short

Version 3.30.0033 (Win)

Published July 4th, 2025 by Daniel White

Windows Improvements Codec updates: SSCV2 codec was removed due to instability issues. Codec2 is now implemented on top of the FastViewer transport and services. The Information tab/icon now displays more detailed information about the active transport and grabber type. Record Converter: An update to the Record Converter is required to ensure full c

Version 3.28.0023 (Win)

Published July 4th, 2025 by Daniel White

Windows Feature For controlling a Remoted Agent, an alternative to CTRL + ALT + DEL can now be configured in portal.fastviewer.com -> Settings -> General -> Functions -> Alternative combination to CTRL + ALT + DEL. Options available: CTRL+ALT+INSERT - CTRL+ALT+END - CTRL+ALT+ HOME/POS1 - None Using the /record_includeusernam

Technical Prerequisites

Published July 3rd, 2025 by Daniel White

Technical Prerequisites for AI Search Matrix42 AI Assist for Service Desk enhances our existing Enterprise Service Management solution. To use this feature, the following technical requirements must be met: Your Matrix42 Enterprise Service Management deployment needs to be version 12.1.1 or higher. The New Look must be enabled. Preview and Edit dial

AI Assist for Service Desk - Processed Data by Use Case

Published July 3rd, 2025 by Daniel White

Data extracted from tickets and processed by AI capabilities. AI Assist for Service Desk uses data extracted from tickets and feeds it into its AI Model to enable all its features. Below you can find a list of each AI capability and the data it processes. Classification Ticket data Summary Description Summary Ticket data Summary Description Journal

Adding data about employees and assets

Published July 5th, 2025 by Daniel White

Overview After importing data from Active Directory/LDAP, you should add further useful attributes to the employee and asset information, such as organizational ranking or telephone numbers, if they were not saved in Active Directory/LDAP and already imported. You should also add the data to the mobile devices that you have imported from Matrix42 Mo

Frequently Asked Questions

Published July 3rd, 2025 by Daniel White

This section covers the most frequent questions extracted from our customer base. Are custom objects (extended schema) supported? AI Search only supports default schema objects. The search in Self Service Portal is currently enabled for the following objects: Assets Services Service Bookings Orders Change Requests Tickets Knowledge Base Articles Wh

Managing tickets

Published July 9th, 2025 by Daniel White

Creating a Ticket Go to the Matrix42 Self Service Portal and click Support > Tickets in the navigation area, and then click Add Ticket in the toolbar located at the top of the screen. You can also create a ticket directly from the global search area. The Create Ticket action will be suggested if no search result is found. Enter detailed informa

FastViewer extension for ESMP via Asset Management - Powershell

Published July 4th, 2025 by Daniel White

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FastViewer extension for ESMP via Asset Management - Desktop

Published July 4th, 2025 by Daniel White

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Version 3.25.0001 (Win)

Published July 4th, 2025 by Daniel White

Windows Improvement: Improvement for transmitting keystrokes in customer specific applications / scenarios. Remote Console: Offline Icons for Remoted Clients have been redisigned for better visibility. Bugfix: Additional bug fixes and improvements macOS Bugfix: MacOS Remoted Client closes the Session if the LockKey is pressed (needs configuration in

FastViewer extension for ESMP via Asset Management - Files

Published July 4th, 2025 by Daniel White

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Planning costs

Published August 13th, 2025 by Daniel White

Overview A cost plan is a calculation rule that is used for distributing the costs of a contract item over a defined period. Cost plans help you monitor the following points: What costs are planned in which period? What costs have actually occurred to date? What costs can still be expected? When the cost plans have been generated for a contract item

Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Functional Changes This release provides a couple of functional changes - new features and improvements : Enterprise Service Management and Digital Workspace Platform

Preparation of the Microsoft Teams tenant

Published July 15th, 2025 by Daniel White

Below steps are only required until the app is officially certified by Microsoft and available in the Teams app store. The 'staging' app will always require those steps! Download of the App Manifest file The manifest file contains the required information to integrate the app with your enterprise's Teams tenant. Microsoft Teams Approval App - Mani

Version 3.26.0018 (Win)

Published July 4th, 2025 by Daniel White

Windows Improvement: A newly developed codec will now be in use for Windows Screensharing (Master, Client & Remoted), this is the new default codec.With the new codec the colormode is no longer in use. (Sidebar/Button: "Choose Image Quality")If an OSX, mobile, or Webclient joins or create session, the old conference codec will be still in use.(A

Starting remote support

Published July 8th, 2025 by Daniel White

Go to Matrix42 Enterprise Service Management → Service Desk application. In the navigation area, click Incidents. If you cannot find the required incident in the selection list, use Search. In the selection list, click the incident. Preview opens. In the action pane, click Establish Remote Connection, and then click Download Remote Connection File .

Required Network Configuration

Published July 15th, 2025 by Daniel White

Traffic overview The network traffic/communication is exclusively triggered by the app and user who is using the app. All traffic from and to the Enterprise Service Management system remains within the network premises as long as the user uses the company network. In case of external access traffic origin is a public IP address and a VPN or similar

Depreciation of asset's costs

Published August 12th, 2025 by Daniel White

Overview A cost plan for an asset is a calculation rule that determines the depreciation of the asset's costs. Based on a cost plan, the system creates cost projections distributed over the specified period of time. Creating a cost plan You can create a cost plan on the Depreciation tab of an asset dialog in the Assets application: In the Cost Plans

Background processing for contract management

Published August 12th, 2025 by Daniel White

Overview The contract management overnight data processing is triggered at night by the Contract Management - Data Batch Processing engine activation. It uses information from all contract objects and master data to automatically update values crucial to the contract's life cycle. Performed technical processes The following processes are listed in t

iFastViewer Integration with Silverback or other MDM solutions (Legacy)

Published September 25th, 2025 by Daniel White

Integration and Configuration On iOS & iPadOS Import iFastViewer (com.fastviewer.ifastviewer) to the App Portal. Assign iFastViewer to a Tag. Click Edit for Managed Config. Review the configuration keys: Open https://portal.fastviewer.com/. Log in with your username and password. Navigate to Settings. Select MDM configuration. Enter your setting

Solution Overview

Published July 3rd, 2025 by Daniel White

Detailed features of Configurable AI for Matrix42 Enterprise. Configurable AI for Matrix42 Enterprise The Matrix42 Configurable AI for Matrix42 Enterprise is a powerful solution based on the Matrix42 Enterprise Service Management Platform, enabling organizations to build and deploy customized use cases based on GenAI. It enables seamless integration

On-Premise Server

Published September 25th, 2025 by Daniel White

Settings.ini Parameter v3.x This document shows all possible parameters for the settings.ini file. Use ; at beginning of line for comments. The settings.ini file is divided into sections, shown in square brackets [ ]. General settings are shown at top without square brackets [ ]. If a parameter is used in settings.ini, then it overrides the server's

Virtual infrastructure, software, and hardware inventory

Published July 10th, 2025 by Daniel White

Overview Matrix42 Software Asset & Service Management uses data providers and the data gateway service to perform the agentless discovery and inventory for license management. The agentless discovery and inventory entails collecting data about all virtual and physical devices of a certain network as well as getting hardware and software specific

Release Notes

Published September 25th, 2025 by Daniel White

This article contains release notes for the AI Proposals for Service Desk: Major Incident Prediction extension. Version 1.1.127 Improvements We have added two Diagnostic Rules for AI Proposals that check the system health status and detect issues related to the extension when running System Diagnostics. Bug Fixes Fixed an issue related to Major Inci

Access to objects: Roles 6 - 11

Published September 19th, 2025 by Daniel White

Empirum Administration Empirum Administration MDMAdministrator MDMConnector SCCM Administration SCCM Connector 6 7 8 9 10 11 Objects/Actions R W C D R W C D R W C D R W C D R W C D R W C D Active Directory Account • - - - - - - - • - - - • - - - • - - - - - - - Appointment • • • • - - - - • • • • - - - - • • • • - - - - Change • • • - - - - -

Major Incident

Published September 27th, 2025 by Daniel White

Overview A Major Incident is a high-impact incident that causes significant disruption to business operations or IT services and requires an urgent, coordinated response. Starting with Enterprise Service Management v. 25.4, the end-to-end support for Major Incident handling improves visibility, coordination, and communication to the end-users of the

Service Catalog Dashboard

Published July 5th, 2025 by Daniel White

Overview The Service Catalog Dashboard provides a centralized and dynamic overview of orders and bookings in the system, focusing on tracking performance and order processing efficiency. New Dashboards are available starting from DWP v.12.1.0 and should be a part of your subscription. If you cannot activate the New Dashboards, please reach out to y

What data Adobe Data Provider imports

Published August 15th, 2025 by Daniel White

When executed, the data provider connects to Adobe and retrieves the data about the product profiles. This data will be created as SaaS subscriptions and subscribers. You can read about the attribute mapping here.

Mange FastViewer Applications in Silverback and other MDM solutions

Published September 25th, 2025 by Daniel White

Introduction You can add the FastViewer QuickHelp and FastViewer QuickHelp AddOn applications in Silverback to deploy them to mobile devices in your environment. Currently, FastViewer applications are available for the following mobile operating systems: Android iOS Samsung Knox For Android and Samsung Knox devices, you can use the FastViewer applic

Release Notes for the SAP Discovery extension

Published November 18th, 2025 by Daniel White

Version 0.9.0134 Features The SAP Discovery data provider imports SAP systems, instances and processes by using SAPControl API. The SAP Connector for Microsoft .NET is used for retrieving information about installed SAP products and components, databases, and database connections. If the Dependency Graph extension is installed, the Show Dependencies

Starting a chat with end users in MS Teams

Published July 15th, 2025 by Daniel White

Overview After you have installed the extension, the Start Teams Chat action becomes available for any ticket, incident or service request in the Service Desk application. The action is available from the grid and in the preview. It can be run for a ticket in any status. How to start a Teams chat with end users To contact end users via MS Teams: Sel

Working with the imported SAP data

Published November 18th, 2025 by Daniel White

Overview You can find the SAP Discovery data in the Assets application under the SAP Discovery navigation item: The SAP Systems navigation item contains SAP systems that have been specified as a host in the SAP Discovery data provider configuration(s). You can see all retrieved information for an SAP system on its preview. The SAP Instances navigati

Configure the Virtual Scan Appliance

Published October 13th, 2025 by Daniel White

Downloading the appliance The current version of the virtual scan appliance can be downloaded from the Matrix42 Marketplace. Please contact the Matrix42 Help Desk to be granted access to the protected article of the Matrix42 Marketplace, not only the preconfigured virtual machine, but also the scripts and agents that you need for the inventory of yo

How to configure and activate the Enterprise Manager inventory data provider

Published October 11th, 2025 by Daniel White

Ports For information on required ports, see Ports used by connectors and data providers. Configuring the data provider Go to Integration > Data Providers in the Administration application. Double-click the Enterprise Manager Inventory data provider to open it. The properties dialog contains a grid with an empty configuration for this provider.

Asset scope

Published July 5th, 2025 by Daniel White

Overview On the Asset Scope dialog page, you define which assets or stock keeping units are covered by the support contract. If neither a stock keeping unit (SKU) nor an asset is defined, the contract covers all assets and SKUs (only the possible service scope, category scope, and entitlement restrictions are applied). If the SKUs or assets are defi

Mobile device management process for Silverback: Walkthrough

Published November 17th, 2025 by Daniel White

Configuring and running the mobile device management process for Silverback. In this walkthrough, we will describe the entire mobile device management process for Silverback. This process consists of the following steps: Configuring the MWM Silverback Data Provider. Importing mobile devices and tags. Adding the mobile device enrollment and tag assig

Functional principles

Published November 18th, 2025 by Daniel White

Overview This section explains the functional principles underlying Matrix42 Service Desk. Scope of Features Matrix42 Service Desk offers a wide range of features that assist you with management of all incoming support queries. For example, it helps you to register the reported incidents, forward them to persons or groups for solving, making the sol

Communication Overview

Published July 3rd, 2025 by Daniel White

Cloud only solution ESMP onPrem - FastViewer Cloud onPrem only solution

Configuring and running the Amazon Web Services Inventory data provider

Published August 15th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Amazon Web Services Inventory data provider for editing. Edit the default configuration from the Configurations grid. On the General page, select the Enabled checkbox. On the Settings page: Fill in the Acc

Creating change templates

Published July 5th, 2025 by Daniel White

Overview In change templates, you define default values for responsible, responsible role, category, SLA, type of change, change classification, urgency, impact, description, and the workflow which will be used for processing of the change. In addition, you can define the risks and resource planning if they are already known. The change automaticall

What are the Maintenance and Blackout windows

Published July 15th, 2025 by Daniel White

The Maintenance and Blackout windows add-on facilitates scheduling changes so that they are implemented at the best possible time taking into account all involved assets, services and service times. You can install the add-on from Matrix42 Extension Gallery. To uninstall the add-on, use the standard Uninstall Package action under Extensions > Ins

Ensuring compliance of Azure Hybrid Benefit for SQL Server virtual machines and database services

Published August 23rd, 2025 by Daniel White

Introduction This feature is available starting with the version 1.16.5 of the Azure Hybrid Benefit extension. Matrix42 Enterprise Service Management allows you to keep track of compliance regarding the usage ofAzure Hybrid Benefits licenses for SQL Server virtual machines and database services. The Azure Hybrid Benefit Inventory – Database Servi

Admin Configuration and sign in to the application for end-users

Published July 15th, 2025 by Daniel White

Teams Admin Configuration Once the Microsoft Teams Approval App extension was successfully installed and configured into ESM the M42 Approvals application will need to be allowed into your organization. Use an administrator account of your tenant to log on to https://admin.teams.microsoft.com/. Search for the M42 Approvals App. The Version of the a

Monitoring orders

Published July 9th, 2025 by Daniel White

Order provisioning progress and statuses overview Go to the Matrix42 Self Service Portal and click Workplace→ My Orders in the navigation area. All your orders are color-coded based on their statuses and are displayed as follows in the default Light theme: Pending orders are set out in blue Approved or Withdrawn orders are orange Fulfilled orders

Release Notes for Software Asset and Service Management 9.1

Published July 13th, 2025 by Daniel White

General Information and Resources Available information and resources about the product: Technical Information System Requirements Hardware Sizing Recommendations Installation and Configuration Instructions Product Download (Matrix42 Marketplace) Make sure to install latest hotfix, available on product download page on Matrix42 Marketplace (see abov

Troubleshooting

Published July 2nd, 2025 by Daniel White

This document is intended to help resolve common issues encountered during the use of Matrix42 Intelligence. An existing connection was forcibly closed by the remote host Cause: Blocked network traffic. Solution: Ensure that network access is allowed to the following endpoint: https://mx42-prd.eu.auth0.com/oauth/token https://esam42next.m42cloud.com

Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.1

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Functional Changes This release provides a couple of functional changes - new features and improvements : Enterprise Service Management and Digital Workspace Platform

Profiles

Published July 4th, 2025 by Daniel White

For the remote control of computers it is necessary to create a profile.Various properties can be defined here, e.g. whether a prompt for consent should appear at the user or not. To define profiles, select in the app chooser Administration > Remote Assistance > Profiles . Click on Add Remote Assistance Profile . Under General the following pr

Version 3.29.0008 (Win)

Published July 4th, 2025 by Daniel White

Windows Improvement Performance speed improvements for image transmission with Codec2. Feature Feature for connections using the "M42 FastViewer extension for ESMP" to remote agents:The agent now reads the BIOS serial number for better Matching in ESMP. Bugfix M42 FastViewer Web Console: Resolved an issue where Windows Server 2022 Systems were repor

FastViewer extension for ESMP via Queue Management

Published July 4th, 2025 by Daniel White

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Enable automatic inventory of Oracle databases and datacenter

Published October 13th, 2025 by Daniel White

To automate the Oracle and Datacenter inventory, you must enable the scheduled inventory activation services, which are disabled by default. You can find the Datacenter Compliance and Oracle Database Compliance activations under Services & Processes > Engine Activations in the Administration application. Use the Enable action to make them act

Supported versions of SCCM

Published November 18th, 2025 by Daniel White

Overview This document provides reference information on the data provider SCCM Inventory. SCCM Inventory data provider is able to import hardware and software information from Microsoft System Center Configuration Management. Supported Versions Following versions are supported by the SCCM Inventory data provider: Version 2012 Version 2103 Version

Matrix42 Virtual Support Agent Basic use cases

Published November 18th, 2025 by Daniel White

Matrix42 Virtual Support Agent Basic use cases Use VSA Basic to get your tickets and orders status Once the Matrix42 Virtual Support Agent (VSA) Basic is installed in your Microsoft 365 (M365) tenant, every user will receive a warm welcome in the form of a welcome card. Begin an interactive conversation with the VSA to actively inquire about the sta

Managing status of a complex system

Published August 12th, 2025 by Daniel White

Overview Every complex system has a status. When you create a complex system item, you assign a status inside the edit form. However, if you want to set another status for an existing complex system, you must use the Change Status action. A wizard will guide you through the required steps where you can also change the status of all assets, software

Prerequisites for Microsoft Hyper-V Inventory

Published September 29th, 2025 by Daniel White

Overview This document provides reference information on the data provider Inventory of Microsoft Hyper-V. Microsoft Hyper-V data provider is able to collect information about virtual machines. Known Issues Found August 10, 2021: Data provider fails when data gateway is running locally on the Hyper-V machine with following message in the log: ERROR

Configuring and running the Azure Hybrid Benefit data providers

Published August 23rd, 2025 by Daniel White

After you have configured both data providers, you can set up the schedule to launch both data providers automatically. To do so, edit the Azure Hybrid Benefit Data Provider Activation engine activation in the Administration application and specify the schedule for it. The Azure Hybrid Benefit Inventory – Virtual Machines data provider Setting up

How to configure and activate the inventory data providers

Published September 28th, 2025 by Daniel White

Overview The Inventory of Citrix XenServer, Inventory of Microsoft Hyper-V, and Inventory of VMware vCenter providers enable access to the virtual infrastructure of a data center that uses the corresponding technology. Therefore, you should configure the relevant virtualization data provider. If you are using the Inventory of VMware vCenter Data Pro

Availability

Published July 5th, 2025 by Daniel White

On the Availability dialog page, you define the target availability and the user capacity of services and/or assets. The availability performance indicators are as follows: Ensured Availability (in %): Total time period when the service was available. Meantime Between Failures (MTBF) in Days: Average time between the two incidents that affect the av

Matrix42 MyWorkspace

Published July 10th, 2025 by Daniel White

Overview This data provider is no longer supported with new versions of Matrix42 Enterprise Service Management. The configured Matrix42 MyWorkspace data provider imports all accounts of your users from the Matrix42 Accounts server. If additional settings are configured in the Single Sign-On section under Administration → Settings → Matrix42 MyWork

Example 5: Service level units in hours and days

Published July 6th, 2025 by Daniel White

Overview This example compares two Service Level Agreements. In the first agreement, the solution time is specified in hours, and in the second agreement it is specified in days. SLA Incident SLA 1 Service Levels Reaction Time Solution Time Priority: High 1 hour 24 hours SLA Incident SLA 2 Service Levels Reaction Time Solution Time Priority: Hig

Release Notes for Enterprise Service Management and Digital Workspace Platform 10.0 Update 4

Published July 13th, 2025 by Daniel White

About this Release Known Issues Fail on Data Gateway update After installing the 10.0.4 the Data Gateway Windows Service can fail and goes to termination in an attempt to start the Windows Service. In Event Viewer the following error can be found for Data Gateway Application: Exception Info: System.IO.FileNotFoundException To workaround it, the file

Access to navigation items

Published July 5th, 2025 by Daniel White

Overview Refer to the table below for standard access rights to navigation items on a per User Role basis. Tabulators Incident Management Ticket Management Service Request Management Problem Management Change Management Service Desk Management Service Level Management Service Desk > Home • • - • - • - Service Desk > Announcements • • • •

Understanding charts for Azure cloud services

Published August 15th, 2025 by Daniel White

Charts are located in the Assets application under Home > Cloud Services. You can use charts to analyze the retrieved resources. They display only active resources and exclude the deleted ones, although you can view deleted resources in the Cloud Services navigation item. If you have imported both Amazon and Azure cloud resources, the charts will

Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.3

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Fixes Revoked Since 12.0.3.3107 Due to issue, solution for 2 product defects revoked: PRB37290: Active Directory sync removes members of AD groups if OU is renamed in

Release Notes for the Cloud Costs extension

Published August 15th, 2025 by Daniel White

If you are using this extension with Enterprise Service Management 11.0.2, the minimum supported version of ESM is 11.0.2.3576. Version 10.1.2.6 Fixed problem PRB37411: Data Provider Matrix42 Cloud Costs may runs into timeout on data collection Version 10.1.2.2 The extension now actively checks existence of required M42CloudExpenseManagement licen

Uninstalling the the Azure Inventory extension

Published August 15th, 2025 by Daniel White

Overview You can remove the Azure Inventory add-on by using the standard Uninstall Package action. In the Administration application, go to Extensions > Installed Packages, click Azure Inventory in the grid and run the Uninstall Package action. A wizard will open where you can uninstall the package. What data is removed and what is left Uninstall

Managing mobile devices

Published July 5th, 2025 by Daniel White

AirWatch: Enrolling Mobile Devices After the mobile devices are imported from AirWatch to Matrix42 by MWM AirWatch data provider, they should be enrolled to (registered in) the MDM system. To enroll mobile devices to a specific device configuration group, perform the steps provided below. In Matrix42 Service Catalog: Click Service Portfolio in th

Release Notes for Storage Inventory

Published August 17th, 2025 by Daniel White

Version 1.0.20231026.2 Import of storage devices The extension imports storage devices from a local or network path and links them to existing endpoint devices.

Example 1: basic calculation

Published July 6th, 2025 by Daniel White

Overview In this simple example, 24/7- Support is set in the service time profile. Neither working times and holidays nor time zones are considered. Therefore, the escalation points are calculated according to the formula: Creation Date + Reaction Time or Solution Time from the respective service level. SLA Incident SLA Service Levels Reaction Time

Release Notes for Software Asset and Service Management 9.1 Update 3 (GA)

Published July 13th, 2025 by Daniel White

About this Release Functional Changes This release provides a couple of functional changes - new features and improvements - listed here. Highlights: Software Asset Management Support for LIS Premium Configurable notification on upcoming expiration of subscription license. Support covering unlimited update license with limited base license. Disable

Managing contract items

Published August 12th, 2025 by Daniel White

What is a contract item Contract items are components that belong to a contract and define the services or goods that should be delivered within the contract. A contract item can be created and managed only as part of a contract. Contract items are located in the Contracts application under the Purchase Contracts > All Contract Items navigation i

Marking problems as known errors

Published July 7th, 2025 by Daniel White

Overview A problem can be marked as a known error by using the Flag as Known Error action. Once the flag is set, this problem is available in the Known Errors > Without Workaround navigation item. How to indicate that the problem is a known error In the Service Desk application, go to the Problems navigation item and select the problem that you w

The Manage Device action for endpoint devices

Published August 12th, 2025 by Daniel White

Overview The Manage Device action is available for endpoint devices that are enrolled into a Mobile Device Management system. It means that these devices are imported using either MWM AirWatch data provider or MWM Silverback data provider and the Is enrolled checkbox is selected on the Management page of the device dialog. For more information on ho

Filling out the master data

Published July 6th, 2025 by Daniel White

Before starting your work with Matrix42 Service Desk / Matrix42 Service Catalog, you should enter a series of master data that you will need as a basis for service management. You can either enter this master data in the user interface or import it. The following master data is required: Organizational units Cost centers Locations Employees, compute

Managing business partners

Published August 13th, 2025 by Daniel White

Overview Companies that are listed as business partners may be suppliers or manufacturers in Licenses, Contracts, and Assets. Business partners are located in the Master Data application. Navigation groups business partners based on their roles in the system: The Business Partners root navigation item displays all business partners from Suppliers, M

Permissions required for scanning Azure subscriptions

Published August 23rd, 2025 by Daniel White

Overview For every subscription whose data you want to import via the Azure Hybrid Benefit extension, you need to set up access rights. Permissions required for scanning an Azure subscription To configure required permissions, open Subscriptions from Azure Portal home page and take the following steps for each subscription that will be scanned: Clic

Uninstalling the Entra Enterprise Applications extension

Published August 16th, 2025 by Daniel White

Overview You can remove the Entra Enterprise Applications add-on by using the standard Uninstall Package action. In the Administration application, go to Extensions > Installed Packages, click Entra Enterprise Applications in the grid and run the Uninstall Package action. A wizard will open where you can uninstall the package. What data is remove

Viewing dependencies for cloud services

Published August 15th, 2025 by Daniel White

Overview The Dependency Graph extension is installed along with the Azure Inventory extension and enables end users to visualize relations between cloud services. The Dependency Graph feature has been configured so that it is possible to see the following dependencies: between a cloud service and cloud services that are interrelated to it, between

What processes can be established in Asset Management

Published August 12th, 2025 by Daniel White

Overview Matrix42 Asset Management helps you manage complex IT infrastructures and keep record of all elements of such infrastructures that include hardware, software, and peripherals. The devices are generally known as assets and are arranged in different categories in Matrix42 Asset Management. Matrix42 Asset Management ensures transparency by con

Service Desk global settings and E-Mail Robot

Published July 6th, 2025 by Daniel White

Overview This page explains how to configure Matrix42 Service Desk basic settings and E-Mail Robot. For other application settings see also: Global System Settings in Administration application Service Catalog Settings Master Data License Management Asset Management Contract Management Service Desk Settings To Configure Matrix42 Service Desk, go t

Release Notes for SDDM Data Provider - CI, Service, Dependency Federation

Published July 15th, 2025 by Daniel White

SDDM - CI, Service, Dependency Federation 2.4.20240424.1 This release provides some fixes. Fixed problems PRB37712: SDDM Import -> ESM runs into a timeout SDDM - CI, Service, Dependency Federation 2.4 This release provides some fixes. Fixed problems PRB37543: SDDM Dataprovider may run in timeout when updating delete CI's PRB37274: SDDM data provi

Introduction to creating a Generic Inventory data collector workflow

Published August 16th, 2025 by Daniel White

Overview You can create a data collecting workflow from the Generic inventory provider data collector - WF Template template. The data collector workflow needs to be configured to connect to the source system and fetch devices and their inventory from it. To create a workflow from the template, you need to use Workflow Studio. The general approach t

Version 1.4.0012

Published July 3rd, 2025 by Daniel White

New Features & Enhancements UI Enhancements: Several improvements for a more intuitive and user-friendly experience. Language Selection: Added a new language picker dialog for easier localization, allowing users to select their preferred language seamlessly. Entra ID Single Sign-On: Enabled seamless login through Entra ID integration for faster,

Integration with other applications

Published July 4th, 2025 by Daniel White

Together with Matrix42 Service Desk, Matrix42 Service Catalog belongs to the Matrix42 Self Service Portal, the end-user portal of Matrix42 Service and Software Asset Management. The IT Service Support and IT Service Delivery process areas (see ITIL v3) are offered to customers (end users) centrally by using the Matrix42 Self Service Portal. Seamless

Agents

Published July 4th, 2025 by Daniel White

For the remote control of computers, it is necessary to create a remote agent setup.To define profiles, select in the app chooser Administration > Remote Assistance > Agents. Download Agent Setup Click on Download Agent Setup. Under Select version, use the dropdown to select the appropriate version. Under Platform , use the dropdown to select

Version 3.21.0001 (Win)

Published July 4th, 2025 by Daniel White

Windows Feature: Master: Transfer Moderator Role (HQ Audio/Video) Master: Lock Session (HQ Audio/Video) Master: Mute all participants (HQ Audio/Video) Master/Client: Blur Background (HQ Audio/Video) Bugfix: FastMaster session start screen: The order when switching thru tabs via the "Tab" key has been fixed. The connection to the Webphone/Medienserve

Unassigning services

Published July 8th, 2025 by Daniel White

If you use Matrix42 Service Catalog, you can assign services to a person in Matrix42 Service Desk. If the service is allowed for uninstallation, you can unassign the assigned services at any time. Unassignment of these services will be recorded in the incidents journal. Go to Matrix42 Software Asset and Service Management → Service Desk application.

Managing journal entries

Published July 7th, 2025 by Daniel White

Changing visibility and the color of the journal entry title. Changing Visibility of Journal Entries A journal entry can be set to permanent visibility in the portal by selecting the Visible in Portal checkbox next to it in the Ticket. Changing Journal entry Title color There is a possibility to change the color of a header of a Journal entry. It c

Pausing a problem

Published July 7th, 2025 by Daniel White

Changing the activity status to On Hold by Pausing an activity. If you are waiting for a supplier's assistance or information from a customer while you process a ticket, you can pause the ticket until you have the necessary information. Escalation of the tickets can be paused for this time, too. By default, the Pause action is available for Incident

Release Notes for Microsoft 365 Inventory

Published August 16th, 2025 by Daniel White

Version 1.3.378599 Prerequisite To use this version, the version of your Enterprise Service Management solution needs to be 12.1.0 or higher. Version 1.3.344757 If you are using this extension with Enterprise Service Management 11.0.2, the minimum supported version of ESM is 11.0.2.3576. Fixed issue PRB38306: Update or new installation of Microsof

Cost Analysis for contract items

Published August 13th, 2025 by Daniel White

Running the Cost Analysis action for a contract item opens a report that shows planned and actual costs of this contract item. The period of costs is calculated dynamically based on cost projections and bookings that exist for this contract item. By comparing planned and actual expenses, you can find deviations and determine their cause. The report

User Profile: managing personal data

Published July 9th, 2025 by Daniel White

Overview In the personal data area in your User Profile, you can view the stored information about yourself and change it if this is allowed by the system configuration. In any application, click on the user icon to open the menu: The user menu has the following options: User Profile: contains personal data, contact information, delegation, working

What is the Sonar Clarity Integration extension

Published August 17th, 2025 by Daniel White

Overview The Sonar Clarity Integration extension allows importing data provided by the Sonar Clarity solution. Sonar Clarity is a SaaS management platform for SaaS and online products used within your organization. You can install the extension from the Matrix42 Extension Gallery. The extension is developed using a service connection to the Sonar Cl

Introduction into Azure Hybrid Benefit compliance

Published August 15th, 2025 by Daniel White

Overview Essentially, the Azure Hybrid Benefit extension calculates the usage of Azure Hybrid Benefit by each Azure tenant. For the Azure Hybrid Benefit extension to work correctly, you need to configure and execute the Azure Inventory data provider first. The Azure Inventory data provider imports data from an Azure tenant you have chosen, and then

Assigning services

Published July 7th, 2025 by Daniel White

If you use Matrix42 Service Catalog, you can assign services to a person in Matrix42 Service Desk. Assignment of these services will be recorded in the incidents journal. Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Incidents. If the required configuration item is not in the selec

Payments' сhart for a сontract

Published August 13th, 2025 by Daniel White

If any payments are planned or already received for a contract (directly linked to this contract), the contract's preview will display the Payments pie chart. The chart groups all payments by status (Open, On Hold, Paid, etc.). Hover over the slices of the chart to see exact amounts of payments. Note that data is always displayed in the system curr

Example 2: Creation date outside working times

Published July 6th, 2025 by Daniel White

Overview This example considers working times and holidays. The creation date is outside the working times that were defined in the service time profile, therefore it cannot be used for calculating the reaction and solution points. Instead, the system searches for the next possible working day and uses it as a basis for calculation. SLA Incident SLA

Ensuring Compliance of Azure Hybrid Benefit for Windows Server

Published August 23rd, 2025 by Daniel White

Introduction Matrix42 Enterprise Service Management allows you to keep track of compliance regarding the usage ofAzure Hybrid Benefits licenses for Windows Server. For Azure Hybrid Benefit for Windows Server, the data provider imports all Azure resources that match the following criterion: virtual machines where operating system is "Windows" (import

Understanding the grace period of SQL Server licenses assigned to Azure Hybrid Benefit

Published August 23rd, 2025 by Daniel White

Overview Licenses that are assigned to the Azure Hybrid Benefit object for SQL Server can also be used for entitlement of other license requirements during the grace period of 180 days. After this time, such licenses become permanently assigned to the AHB object and all other entitlements are removed. The grace period starts when a license is assign

Uninstalling the Azure Hybrid Benefit extension

Published August 23rd, 2025 by Daniel White

Overview You can remove the Azure Hybrid Benefit add-on by using the standard Uninstall Package action. In the Administration application, go to Extensions > Installed Packages, click Azure Hybrid Benefit Data Provider in the grid and run the Uninstall Package action. A wizard will open where you can uninstall the package. What data is removed an

Release Notes for Sonar Clarity Integration

Published August 17th, 2025 by Daniel White

Release Notes for Sonar Clarity Integration Version 1.0.20250627.2 You can now use the Sonar Clarity Integration extension to import data through Sonar Clarity. This lets you monitor SaaS applications, users, and subscriptions within your organization.

Category scope

Published July 5th, 2025 by Daniel White

Overview On the Category Scope dialog page, you define which Categories are covered by the support contract. For this, it is important to know the following definitions: If no category is defined, the contract covers all categories (only possible asset scope, service scope, and entitlement restrictions are applied). If one or more categories are def

Walkthrough 2: Configuring a service in the software area

Published July 5th, 2025 by Daniel White

Overview In this example, a service is configured in the Software area for the Notepad++ text editor. The described on this page software service example has been imported by the previously configured Empirum Connector. In this case, the Service Catalog is used to configure the service description, pricing, target type etc. In Service Catalog appl

The Take Over action

Published July 7th, 2025 by Daniel White

Overview You can Take Over one of the following configuration items: Task Ticket Incident Problem Service Requests By Taking Over a task, incident, or problem, you signal that you have started working on it. In other words, the work on this task, incident, or problem is in progress.By Accepting a task, incident, or problem, you signal that you plan

Creating quick calls

Published July 5th, 2025 by Daniel White

Overview A quick call is a template for recurring support queries. The basic information is already entered in the quick call and can be used for creating new incidents. Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Configurations > Quick Calls. On the toolbar, click Add Quick Ca

What is Microsoft Teams Approval

Published July 15th, 2025 by Daniel White

The Matrix42 Microsoft Teams Approval app is a personal app available in Microsoft Teams for service request approval. The app is an additional way to handle Service Catalog approvals directly from within Microsoft Teams. PREREQUISITES There are two prerequisites for using this feature: A product license for either 'ITSM Advanced' or 'ITSM Enterpris

Working with the imported cloud resources

Published August 15th, 2025 by Daniel White

Overview As a result of the import, you can find AWS cloud resources in the Cloud Services navigation item in the Assets application. The data provider collects all resources that belong to the default view of the region specified in the data provider configuration. You can use charts to analyze the retrieved resources. They are located in the Ass

Prefilling asset when a ticket is reported

Published July 6th, 2025 by Daniel White

Overview By default, when you create an incident in Service Desk or Self Service Portal, the user's devices are automatically added to the asset. You, however, can turn off the option. Read this article to learn how. This option is applicable to: Incidents Tickets Service Requests How to Disable/Enable auto-prefill asset when reporting Ticket Start

Configuration in Azure

Published August 15th, 2025 by Daniel White

To configure the integration settings in Azure, you will need to take the following steps in the Microsoft Azure portal: Register your Enterprise Service Management application. Set permissions for scanning Azure subscriptions. Set permissions for scanning Azure virtual machines. Configure a Microsoft Azure storage account.

Uninstalling the Adobe Data Provider extension

Published August 15th, 2025 by Daniel White

Overview You can remove the Adobe Data Provider add-on by using the standard Uninstall Package action. In the Administration application, go to Extensions > Installed Packages, click Adobe Data Provider in the grid and run the Uninstall Package action. A wizard will open where you can uninstall the package. What data is removed and what is left U

Permissions to previews available in the Master Data application

Published August 15th, 2025 by Daniel White

This article lists all previews that are restricted by application and available in the Master Data application; i.e., these previews are accessible only from the specified applications. Previews available to everyone The following previews are available in the Licenses application to all users: Announcement Preview Appointment Preview Booking Previ

Managing change requests

Published July 8th, 2025 by Daniel White

Overview Changes that are requested via the Matrix42 Self Service Portal are usually non-standard changes, where costs, risks and required activities for implementation and review are not clearly known at the time the change is requested. Therefore, they have to be analyzed in detail and approved by the Change Advisory Board before the implementatio

Version 3.28.0022 (Win)

Published July 4th, 2025 by Daniel White

Windows Features Using the /record_includeusername command line option; this option adds the FastViewer username of the session creator to the record filename. The portal setting "End remote session without remote control activity after (seconds)" can be overridden with a new entry in the registry "NoControlActionTimeout".The setting in the registry

Working with data imported by data providers

Published August 15th, 2025 by Daniel White

Overview When executed, data providers import SaaS subscriptions, users and used applications . For example, you can import data from Sonar Clarity, using the Sonar Clarity Integration extension. To see the imported data: Open the Licenses application. Go to Purchased Licenses > SaaS Subscriptions. The Users and Tags items display all imported us

Phases/statuses of a change request

Published July 6th, 2025 by Daniel White

Overview The full change management process usually passes through the five phases. Inside of each phase, the change can adapt specific status values. Request New: The change was requested by email, over portal, or created manually in the Matrix42 Software Asset and Service Management. Agreed: The change was agreed by change management and a workfl

FastViewer extension for ESMP - French Language Support

Published July 4th, 2025 by Daniel White

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Standard roles and permissions

Published July 6th, 2025 by Daniel White

Overview Matrix42 Service Desk includes predefined roles. Each role has specific rights that define in detail what a user is allowed to do. Each user of Matrix42 Service Desk is assigned one or more of these roles. The roles can be accumulated. In this way, you can make sure that each user can only change or see the data in their own area of respons

Master data about your organization and people

Published August 15th, 2025 by Daniel White

Overview When you start working with the Matrix42 Enterprise Service Management application for the first time, it is required that you correctly and thoroughly set up the information pertaining to your organization's structure and its business partners. This article will guide you through the necessary steps that will allow for the business process

Architecture Overview

Published July 16th, 2025 by Daniel White

Goal Marvin interacts with different products and services from Matrix42 Portfolio to implement various use cases. To deliver a solution for a users problem Marvin facilitates the Knowledge Base to find adequate solutions. Is a potential solution a service request in the service catalog, Marvin is able to order a service on behalf of the user. Thro

FastViewer extension for ESMP via Service Desk - Incident

Published July 4th, 2025 by Daniel White

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Managing a purchase contract

Published August 12th, 2025 by Daniel White

Overview A contract is a binding agreement between two or more parties for the delivery of goods or services, usually in return for the payment of a defined sum of money. In Matrix42 Enterprise Service Management, a contract consists of one or more contract items that define the type of the service and the amount to be paid. A contract can be signed

Managing business partners

Published August 15th, 2025 by Daniel White

Overview Companies that are listed as business partners are suppliers or manufacturers in License Management, Contract Management, and Asset Management. You can add business partners manually or import them using a standard template. Managing legal information for business partners In the business partner dialog you can store the following legal dat

Standard Roles and Permissions

Published July 4th, 2025 by Daniel White

Predefined roles for the Service Catalog. Matrix42 Service and Software Asset Management includes predefined roles for the Service Catalog. Each role has specific rights that define in detail what a user is allowed to do. Each user of Matrix42 Service Catalog is assigned one or more of these roles. The roles can be accumulated. In this way, you can

Known issues

Published July 16th, 2025 by Daniel White

This article covers known issues of Virtual Support Agent installations and how to resolve them. Virtual Support Agent 10.0.0 Users not able to connect Symptom: New users are no longer able to connect their accounts with the Virtual Support Agent though already existing users are still able to interact with Marvin. Root cause: Cloud infrastructure c

Empirum Inventory data provider Release Notes

Published August 16th, 2025 by Daniel White

Release Notes Version 1.0.5.23 (30.07.2025) PRB38882: Empirum Inventory DP failed (fixed data mapper) Version 1.0.5.22 (11.07.2025) PRB38812: Action "Complete Inventory" requires user to be member of Administrators role Version 1.0.5.21 (04.06.2025) PRB38776: SAM: Wrong AUT last usage date Version 1.0.5.20 (27.03.2025) PRB38626: #T309885 - Empirum D

How to use Oracle Compliance

Published August 17th, 2025 by Daniel White

In order to use Oracle Compliance - regardless whether looking into Oracle Database or Java products - several activities must be executed in the following sequence. They give you visibility of your deployments and compliance at a time when your systems have been scanned. Naturally, this sequence should be repetitively executed at an appropriate int

Configuring and running the Sonar Clarity Integration data provider

Published August 17th, 2025 by Daniel White

Setting up the configuration To configure the data provider, do the following: In the Data Providers list, click Sonar Clarity Integrationto open the data provider. Click Edit. Under Configurations, click the default configuration to open it. Click Edit. In Sonar Clarity Integration Configuration, make the following changes: On the General page, sel

Amazon Web Services Inventory attribute mapping

Published August 15th, 2025 by Daniel White

Matching keys Matching key for services: SPSCloudServiceClassBase.KeyID, SPSCloudServiceClassBase.SubscriptionID (source attributes 'Arn', 'OwningAccountID') Matching key for service tags: SPSCloudServiceClassBase.KeyID, SPSCloudTagClassBase.Name, SPSCloudTagClassBase.Value (source attributes 'Arn', 'Key', 'Value') Attribute mapping Import Job Sourc

Database Schema Changes 9.0.x

Published July 12th, 2025 by Daniel White

List of database schema changes for Software Asset & Service Management 9.0 including all updates. Version 9.0 Update 4 Deleted Tables Table TmpDisabledCustomTriggers New Tables Table PDRLocalizationStringTypePickup PDRLocalizationStringTypePickup-CI ReplaceComplianceRulesIDs New Attributes Table Attribute LCMDemandEntityClassBase AssetState PDR

Permissions for navigation items in the Master Data application

Published August 15th, 2025 by Daniel White

Roles 1 to 6 AD Administration Administration Contract Management Everyone Executive Management Financial Accounting Organizational Structure • Organizational Structure > Organizational Units • Organizational Structure > Locations • Organizational Structure > Cost Centers • Users • • Users &

MWM Silverback

Published July 10th, 2025 by Daniel White

Configuring Data Provider For information on required ports, see Ports Used by Connectors and Data Providers. The MWM Silverback Data Provider is designed for establishing the integration between Matrix42 Software Asset and Service Management and an MDM server (Silverback server). To configure the MWM Silverback Data Provider: In Matrix42 Software

Database Schema Changes 10.0.x

Published July 11th, 2025 by Daniel White

List of database schema changes for Enterprise Service Management 10.0.x Version 10.0.4 Version 10.0.4.3279 No database schema changes have been made in this version Version 10.0.4.3273 No database schema changes have been made in this version Version 10.0.4.3252 No database schema change have been made in this version Version 10.0.4.3240 Ne

Permissions to actions available in the Master Data application

Published August 15th, 2025 by Daniel White

Unless stated otherwise, actions Add, Delete, Edit, and Export are available to users of all roles. Organizational units Administration Compliance Management Contract Management Financial Accounting IT Asset Management License Management Organizational Structure > Organizational Units > Import Organizational Units • • • • • • Organizationa

Attribute Mapping for Azure Hybrid Benefit Data Provider

Published August 23rd, 2025 by Daniel White

What Data the Azure Hybrid Benefit Data Providers Import When executed, the data providers connect to Azure and retrieve the data about Azure resources and usage of Hybrid Use Benefits by them. The Azure Hybrid Benefit - Virtual Machines data provider imports virtual machines. It also creates stock keeping units and links them to corresponding virtu

Automatically apply the tightest Service Level Agreement when updating activities

Published July 6th, 2025 by Daniel White

Overview "Automatically apply the tightest Service Level Agreement when updating Activities" option allows to skip the message with information about the more suitable Service Level Agreement when updating Activities and apply the suggested Service Level Agreement automatically. By default, when you update Activity, the system proposes a more suitab

Solved Problems 10.0.x

Published July 13th, 2025 by Daniel White

List of solved problems for Software Asset & Service Management 10.0.x including all updates. VERSION 10.0.4 Release 10.0.4.3279 (14.02.2022) Problem Description PRB36308 No notificiation sent on assignement of an Activity to Queue Release 10.0.4.3274 (08.12.2021) Problem Description PRB34231 UUX - Engine Activations - Run next day after install

Importing material groups

Published August 13th, 2025 by Daniel White

Overview You can add material groups manually and import them in bulk in the Contracts application under Procurement > Material Groups. Running the import action Execute the Import Material Groups action under the Procurement > Material Groups navigation item: The Quick Import wizard will open. On the first page keep the Use existing import de

Attribute mapping for SAP Discovery

Published November 18th, 2025 by Daniel White

Overview This article contains attribute mapping for the SAP Discovery extension. It lists all attributes that are imported and updated by the data provider. The data provider consecutively uses staging and production import definitions to import data while this article contains mapping rules and matching keys for the production import definitions o

Access to actions

Published July 5th, 2025 by Daniel White

Overview Actions Incident Management Problem Management Ticket Management Service Request Management Change Management Service Desk Management Service Level Management Service Desk > Establish Remote Connection • - - • - • • Administration > Security > User roles > Set Permissions - - - - - • - Service Desk > Assign Service • - - - -

Release Notes for Enterprise Service Management and Digital Workspace Platform 10.0 Update 2

Published July 12th, 2025 by Daniel White

About this Release Known Issues 10.0.2.3087 PRB35356 - Service Store Configuration/Setup Wizard -> config.json not modified entry for imgHosts/attachments with discovery hostname The issue causes the Windows Authentication login prompts to appear on opening UUX console when the Web Application Alias name differs from the Host name. The problem w

How the import from Empirum works

Published August 16th, 2025 by Daniel White

Overview Matrix42 Empirum is part of the Matrix42 Secure Unified Endpoint Management solution and provides comprehensive device management functionalities. Part of the functionalities is an extensive inventory of Windows, macOS and Linux based computers. The Empirum Inventory add-on will replace the legacy Empirum Connector computer import. It can b

E-mail notifications in Service Catalog

Published July 4th, 2025 by Daniel White

Overview Service Catalog application has a number of default e-mail notifications sent to appropriate users and user roles. All the conditions and e-mail notification recipients are defined in the Administration application → Services & Processes → Compliance Rules → Enabled filter. Service Catalog e-mail notification list is provided below.

Walkthrough 1: Configuring a service in the hardware area

Published July 5th, 2025 by Daniel White

Overview In this example, a new simple service is configured in the Hardware area for the Demo Laptop. In the Service Catalog application, open Service Catalog navigation item. To create a new service, click Services → Add Service. Entering General Information In the General dialog page and enter the following data: Name: Demo Laptop Service Type: H

Reordering existing orders

Published July 9th, 2025 by Daniel White

Using Reorder action to create a new order based on the previously completed one. It is possible to repeat the same order in the future to save time. To do it, open the the order that you want to repeat in Preview and click Reorder in the toolbar. This creates a new order with the same contents as before. To reorder an existing order: Go to the Mat

E-Mail Robot configuration for managing enterprise queues

Published July 8th, 2025 by Daniel White

Overview The Matrix42 E-mail Robot has been extended to allow direct assignment of incoming e-mails to enterprise queues. This function is not available for Enterprise Service Management versions earlier than 10.0.2 TP01. Enterprise Queue Management specific settings Complete guidelines on setting up the E-Mail robot are given in Service Desk Glob

Example 3: Moving escalation points to a working day

Published July 6th, 2025 by Daniel White

Overview This example considers working times and holidays. The creation date is a working day and therefore it can be used as a basis for calculation. However, the calculated reaction and solution points fall on a holiday or a weekend, so they are postponed by the system. SLA Incident SLA Service Levels Reaction Time Solution Time Priority: High 1

Release Notes for Matrix42 Enterprise 12.1

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes, database schema changes and known issues of this release. Product maintenance for versions 11.0 and 12.0 is affected! Please carefully read information in chapter Product Maintenance. Functional Changes We're excited to announ

Sonar Clarity Integration attribute mapping

Published August 17th, 2025 by Daniel White

Matching keys Matching key for SaaS applications: SCIApplicationClass.SourceID (source attribute 'id') Matching key for application expenses: SCIExpensesClass.SourceID (source attribute 'id') Matching key for application contract tags: SCIContractClass.SourceID (source attribute 'itemId') Matching key for application contracts: SCIContractClass.Sour

Importing ledger accounts

Published August 13th, 2025 by Daniel White

Overview You can add ledger accounts manually and import them in bulk in the Contracts application under Financial Accounting > Ledger Accounts. Running the Import action Execute the Import Ledger Accounts action under the Financial Accounting > Ledger Accounts navigation item: The Quick Import wizard will open. On the first page keep the Use

Storage Inventory attribute mapping

Published August 17th, 2025 by Daniel White

Matching keys Matching key for endpoint devices: ASMStorageDeviceClassBase.Name (source attribute 'DeviceName') Matching key for manufacturers: SPSSupplierClassBase.Name (source attribute 'name') Matching key for related systems: SPSComputerClassBase.DnsName OR SPSComputerClassBase.Name (in order of priority; source attribute 'DnsName') Attribute ma

The Establish Remote Connection action

Published August 12th, 2025 by Daniel White

Running this action allows you to establish a remote maintenance session with the selected computer. The corresponding remote management solution must be installed on your computer and the computer you are trying to access. You can use Matrix42 Remote Control for remote connections. When you run the action, select the configured remote connection

What is the Storage Inventory extension

Published August 17th, 2025 by Daniel White

Storage Inventory provides visibility about storage devices in the customer’s network for more effective IT service management: Manufacturer and Model Identification Utilization Status The extension installs the Storage Devices Inventory data provider and adds additional attributes to the Storage Device configuration item. The data provider imports

How to update attributes of the Computer configuration item

Published August 16th, 2025 by Daniel White

Overview The Generic inventory provider workflow (server workflow) uses the new Import Assets activity that imports devices into Matrix42 Enterprise Service Management. This article explains which data definitions of the Computer configuration item can be updated this way. All attributes are updated with each next import. General rules for the succe

Prerequisites for Windows inventory

Published September 29th, 2025 by Daniel White

Overview This document provides reference information on the data provider Windows Inventory. Windows Inventory data provider is able to collect hardware and software information using the remote scanning by Remote WMI. Supported versions Following Windows Server versions are supported by the Windows Inventory data provider: Windows Server 2008 R2

System Diagnostics and Support

Published July 9th, 2025 by Daniel White

Overview When something does not work, and you can't understand what, run the system health check and check log files. The system Administrators can run the System Diagnostics and Download Server Logs from the Administration application homepage: Administration Application Homepage: System Diagnostics and Download Server Logs Actions System Diagnost

Tracking costs for master contracts, volume license agreements, and purchase contracts

Published August 13th, 2025 by Daniel White

Overview The Total Costs and Current Year charts are displayed in a preview of master contracts, volume license agreements, and purchase contracts. They visualize the aggregated data on all costs pertaining to a selected contract. For a purchase contract, these charts are based on all costs plans and bookings of contract items that belong to this co

Installation and configuration of Matrix42 Virtual Support Agent Basic Extension

Published July 15th, 2025 by Daniel White

Introduction In order for the end users to be able to use the M42 VSA Basic application within Microsoft Teams, you need to take the following steps: Make sure your organization is licensed under the Matrix42 ITSM Advanced or Matrix42 ITSM Enterprise subscription. Enable global setting to use Tickets and Service Requests ('Enable Tickets and Service

Release Notes for Oracle Compliance

Published August 17th, 2025 by Daniel White

Updating an extension may run into error " package installation exception: the specified path, file name, or both are too long ". This is a known issue of ESM/DWP core product, recorded as PRB37948. In case of ocurrence, please uninstall the extension you wanted to update and re-install it. Version 5.3.1151 (10.11.2025) Relevant for the following

Merging problems

Published July 7th, 2025 by Daniel White

If two or more tickets were created for a single problem, you can close or pause all duplicates. The problem then continues to run on the main ticket. Start Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Problems. If the required configuration item is not in the selection list, use Search

Components of Oracle Compliance

Published August 17th, 2025 by Daniel White

Overview Oracle Compliance enables you to collect data about certain Oracle products. It comes as a set of four extensions: Oracle Compliance is the core extension that provides the user interface, necessary database schema and import/export functions.This extension is licensed with either one of below named certificates and is a prerequisite that m

Release Notes for SAP Compliance

Published August 17th, 2025 by Daniel White

Version 10.1.6.1 Improvements have been made concerning compatibility with ESM version 12.1.3. Version 10.1.4.1 Improvements have been made concerning compatibility with ESM version 12.1.0.

Use Case examples for AI Actions

Published July 3rd, 2025 by Daniel White

Configurable AI for Matrix42 Enterprise - use Case examples Using Configurable AI for Matrix42 Enterprise enables a variety of use cases to be implemented. Possibly use cases rely heavily on the AI model in use. This section provides use cases for 'Interactive AI Actions' and 'AI actions' Use Case - Interactive AI Actions KBA Draft The 'KBA Draft' I

Excluding already licensed Oracle Java products from automatic creation of license requirements

Published August 17th, 2025 by Daniel White

Overview Copies of Java products that are shipped with applications for restricted use must not be licensed separately. You can use a dedicated feature to prevent the system from creating effective license requirements in such cases. You simply need to specify a list of binary directory path fragments for Java Product copies that are bundled with th

Release Notes for Matrix42 Virtual Support Agent Basic

Published July 15th, 2025 by Daniel White

Matrix42 Virtual Support Agent Basic 1.1.20240527.1 Fixed issues: License warning after update of Enterprise Service Management to 12.0.4 from 12.0.x Matrix42 Virtual Support Agent Basic 1.0.x Get the status of Orders and Tickets Access Self Service Portal from status overview Create Ticket

Compliance company codes

Published August 13th, 2025 by Daniel White

Overview In financial accounting company code represents a limited scope of accounts used for legal statements. In regard to license management it means that an organization can use multiple compliance company codes to manage compliance for them independently. Valid principle is: any data change made within a compliance company code will not affect

User-based licensing for Oracle Java products with Named User Plus metric

Published August 17th, 2025 by Daniel White

Overview Oracle Compliance supports license assignment to principal users for Java products with Named User Plus metric. This feature is available starting with version 4.0.1080 of Oracle Compliance. It alre requires the LIS data model "Oracle | Java SE - Named User Plus" with assignment type "Named User" as released May 30, 2023. Use case: licens

Release Notes for Microsoft 365 License Assignment

Published July 15th, 2025 by Daniel White

Microsoft 365 License Assignment 1.0.41.23 This release is the initial version of Microsoft 365 License Assignment Microsoft 365 License Assignment 1.0.40 This release is the Technical Preview of Microsoft 365 License Assignment

Service portfolio

Published July 5th, 2025 by Daniel White

Overview A service portfolio contains all (IT) deliverables such as Services, Bundles, Groups, and Sets, including the defined scope and cost, which are offered in the Matrix42 Self Service Portal in a catalog and can be ordered by the end customer accordingly. Under the Service Portfolio tab in the Service Catalog section, you can view all Services

Release Notes for Entra Enterprise Applications

Published August 16th, 2025 by Daniel White

Version 1.0.20240426.1 The Entra Enterprise Application Inventory data provider retrieves all Entra Enterprise applications that belong to the selected Microsoft Entra ID. You can configure tracking of user sign-ins for all of these applications.

Release Notes for M42 Approvals for Microsoft Teams

Published July 15th, 2025 by Daniel White

M42 Approvals for Microsoft Teams 1.1.x New features Approval of complex service bookings Bookings including technical targets Bookings having service-specific forms Group/Bundle/Set bookings Notifications in MS Teams Activity Feed Limitations Notifications will only be functional for ESM systems using the AAD Data Provider to import AAD accounts Ch

Merging duplicates and stock forecast for SKUs

Published August 12th, 2025 by Daniel White

Overview This article describes two actions for stock keeping units: Merge Duplicates and Stock Forecast. Merging duplicates When a stock keeping unit is imported from the inventory system, several objects can be created in Matrix42 Enterprise Service Management (for example, due to different notation conventions in the underlying data sources). You

Frequently Asked Questions

Published July 3rd, 2025 by Daniel White

Frequently asked Questions on Matrix42 Intelligence and data handling. This page answers frequently asked questions, specifically dealing with data handling, when using the capabilities provided by Matrix42 Intelligence. These capabilities are currently: AI Search in Self Service Portal AI Assist for Service Desk Technical documentation and related

Configuring access settings in Amazon Web Services access portal

Published August 15th, 2025 by Daniel White

Overview You need to configure a user under Identity and Access Management (IAM) on AWS access portal so that the Amazon Web Services Inventory data provider can use the credential to retrieve data. Creating a user in AWS access portal Sign in to the AWS access portal. Go to Identity and Access Management (IAM) > Users and create a new user: Prov

SCCM inventory and Enterprise Manager inventory

Published July 10th, 2025 by Daniel White

Overview Microsoft SCCM (Microsoft System Center Configuration Manager) is a system for automatic software distribution and inventory management. Matrix42 Software Asset & Service Management can be integrated with it by using either the SCCM Inventory data provider or the Enterprise Manager Inventory data provider if Matrix42 Enterprise Manager

MWM AirWatch

Published July 10th, 2025 by Daniel White

Configuring Data Provider For information on required ports, please read our article about Ports Used by Connectors and Data Providers. The MWM AirWatch Data Provider is designed for establishing the integration between Matrix42 Workspace Management and a MDM server (AirWatch server). To configure the MWM AirWatch Data Provider: In Matrix42 Softwa

Installing and configuring the Matrix42 Cloud Costs data provider

Published August 15th, 2025 by Daniel White

Overview The Matrix42 Cloud Costs data provider comes as an add-on and can be downloaded from the Extension Gallery. It needs to be configured to be able to import data from your cloud provider. Public Cloud Provider: The web resource where you have a contract with subscriptions to use PaaS or IaaS. The provider may be Microsoft, Amazon or Google. M

Prerequisites for Citrix XenServer Inventory

Published October 13th, 2025 by Daniel White

Overview This document provides reference information on the data provider Inventory of Citrix XenServer. Citrix XenServer data provider is able to collect information about virtual machines on a XenServer environment. Supported Versions Following versions have been tested and are supported by XenServer Inventory data provider: XenServer 6.5 XenSer

Collecting data for Java installations

Published August 16th, 2025 by Daniel White

Overview This feature is relevant starting with the Matrix42 Oracle Compliance add-on version 3.0. Oracle Compliance supports Oracle Java Data Collection Scripts that compiles information about all Java copies on hard-disks of scanned computers by searching through the entire file system and a process detection. Scan results from Matrix42 Oracle J

AD configuration settings for the Reset Account action

Published July 6th, 2025 by Daniel White

Overview The Reset Account action that can be run from the Incidents search page allows unlocking user accounts and changing passwords. The Active Directory Data Provider must be configured to activate the Reset Account action. In this section we will describe only those settings that are needed for the Reset Account action. For more information on

Release Notes for Intune Data Provider

Published August 16th, 2025 by Daniel White

If you are using this extension with Enterprise Service Management 11.0.2, the minimum supported version of ESM is 11.0.2.3576. Releases Version 3.11.2 Improvements The Intune Data Provider extension now exports additional device attributes. Version 3.11.1 To use this version, please update your Enterprise Service Management solution to version 12

Importing business contacts

Published August 15th, 2025 by Daniel White

Overview Business contacts are employees of companies that are business partners of your company. You can manage them in the Master Data application under Business Contacts. You can import business contacts using a standard template or add them manually. How to import business contacts Running the Import action Execute the Import Business Contacts:

Ordering the assignment of Microsoft 365 licenses

Published July 15th, 2025 by Daniel White

What objects are created by the Microsoft 365 Licenses data provider As a result of running the data provider, the following objects are created in Enterprise Service Management: Microsoft 365licenses (available for selection in the service dialog). Microsoft 365 license options (available for selection in the service dialog). Services for Microsoft

Working with teams (cloud tenants)

Published August 15th, 2025 by Daniel White

Overview A team is a term used in Matrix42 products to denote a group of users who share common access and rights to a SaaS instance. It stands for a tenant. In Matrix42 Enterprise Service Management, you need to add all teams for which you want to import relevant information from the cloud costs portal. It is also possible to register a new team in

Using OLAs to facilitate resolution of activities

Published July 7th, 2025 by Daniel White

Overview SLA handling of Matrix42 activities is a common practice. To further facilitate the timely resolution of activities, you can use Operation Level Agreements (OLAs). An OLA is used to track the time which is spent on the activity by each specific role and launch the escalation process if the OLA reaction or solution time limit is exceeded and

Getting started with Cloud Cost Management

Published August 15th, 2025 by Daniel White

The Matrix42 Cloud Costs data provider is delivered as an add-on to Matrix42 Enterprise Service Management and can be downloaded from Marketplace. It provides the integration with Matrix42 Cloud Costs Portal. Using this feature, you can import all data related to usage of cloud resources into Matrix42 Enterprise Service Management. With no difficult

Service Desk Dashboard

Published July 6th, 2025 by Daniel White

Overview Service Desk Dashboard is a powerful tool that provides a comprehensive overview of key metrics and performance indicators related to support and service management. New Dashboards are available starting from ESMP v.12.1.0 and should be a part of your subscription. If you cannot activate the New Dashboards, please reach out to your Account

Configure data providers for Oracle and Datacenter inventory

Published October 13th, 2025 by Daniel White

Overview The Oracle Database Inventory or Datacenter Inventory data provider communicates with the virtual scan appliance. It must be configured accordingly to ensure the correct data transfer from the scan appliance. Setting up the configuration To add a new data provider configuration: Open the Integration > Data Providers navigation item in th

Defining work times

Published July 5th, 2025 by Daniel White

Overview If a ticket is linked to a Service Level Agreement, there are specific times (escalation times) when it should be assigned to a responsible person (= reaction time) and closed (= solution time). The reaction time and the solution time are calculated automatically by the system according to priority and respective regional working times or h

Solved Problems 12.1.x

Published July 14th, 2025 by Daniel White

List of solved problems for Software Asset & Service Management 12.1.x including all updates. Version 12.1.3 Release 12.1.3.5658 (11.09.2025) Title Description PRB38820 HTML Email Text Color Not Adapting to Theme – Visibility Issues in Dark/Light Mode PRB38963 Daily Mail Robot Outage Caused by Escalation Manager Working Time Calculation Error P

Configuring and running the Azure Inventory data provider

Published August 15th, 2025 by Daniel White

Configuring the Azure Inventory data provider Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Azure Inventory data provider for editing. Edit the default configuration from the Configurations grid. On the General page: Make sure the Enabled checkbox is

What is the Microsoft 365 License Assignment extension

Published July 15th, 2025 by Daniel White

The Microsoft 365 License Assignment extension provides the possibility to assign and unassign Microsoft Azure licenses from Enterprise Service Management. The extension is available in the Extension Gallery. The add-on contains the Microsoft 365 Licenses data provider, the Microsoft 365 Licenses - Import Workflow workflow for importing licenses, an

Access to data

Published July 5th, 2025 by Daniel White

Overview Users can be assigned more than one role. In this case, the corresponding rights accumulate. However, rights for a specific access are still absent. Incident Management Ticket Management Service Request Management Problem Management Change Management Service Desk Management Service Level Management Configuration Item R W C D R W C D R W

How to check the inventory results

Published September 28th, 2025 by Daniel White

Overview This article is relevant for the following data providers: Inventory of Citrix XenServer, Inventory of Microsoft Hyper-V, Inventory of VMware vCenter, Unix Inventory, and Windows Inventory. The Inventory Activation engine activation launches the data gateway that scans the virtual infrastructure and devices of the organization's network. It

Database Schema Changes 12.1.x

Published July 12th, 2025 by Daniel White

Version 12.1.3 12.1.3.5636 (General Availability, 31.07.2025) Added Tables Table Attribute DwpGlobalSettingsMsTeamsIntegration Expression-ObjectID ID OrganizationName TenantID TimeStamp UsedInTypeSPSGlobalConfigurationType Added Attributes Table Attribute PDRServiceConnectionAppClass TokenAttributeForEmail SPSGlobalConfigurationClassSecu

Attribute mapping of the Intune data provider

Published August 16th, 2025 by Daniel White

Overview This article contains a list of attributes and data definitions that are updated by the Intune data provider. Devices Data Source: Managed Devices (external link) Configuration Item: Computer Matching Key: SPSComputerClassBase.Name API Property/Source Value Data Definition Attribute Relation Match Comment deviceName SPSAssetClassBase Name

Changing status of contracts and contract items

Published August 13th, 2025 by Daniel White

Overview The contract life cycle stipulates several status for a contract. You can change the status by running the Change Status action. Modifying the status of a purchase contract will also affect the status of related contract items. Refer to this article to understand the meaning of available status values. Steps Open the Purchase Contracts navi

Searching for problems

Published July 7th, 2025 by Daniel White

To search for a specific problem: Start Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Problems. In the action pane, click Search Problems. An input wizard opens. If you remember the summary of the problem that you are looking for, enter it in the Text field. When you start the search in t

How to start with and establish Software Asset Management

Published August 13th, 2025 by Daniel White

SAM is a process not a tool Software Asset Management (SAM) consists of everything an organization, that is using software from third parties, has to do for accomplishment of two goals: Every software that is installed or used is properly licensed according to the licensing terms of respective publisher (License Compliance). Investments into softwar

What is the SDDM Data Provider - CI, Service, Dependency Federation add-on

Published July 15th, 2025 by Daniel White

The SDDM Data Provider - CI, Service, Dependency Federation add-on contains a new data provider which federates configuration items, services and dependencies from SDDM into Enterprise Service Management using SDDM's REST API. The package is available in the Extension Gallery. To view imported dependencies, you need to install the Dependency Graph a

Closing an incident

Published July 7th, 2025 by Daniel White

When an incident is remedied, you can close the corresponding ticket. This completes the editing of the ticket, and the status is set to Closed. Go to Matrix42 Enterprise Service Management → Service Desk application. In the navigation area, click Incidents. Please search for the necessary incident and click on it in the grid to open the Incident Pr

Managing payments for a contract

Published August 13th, 2025 by Daniel White

Overview You can use payments to record financial transactions for a contract. This is an alternative to creating individual invoices for contract items within a contract. The Payments navigation item is located under Procurement and Accounting in the Contracts application. How to create a payment All the important information about a payment is fil

Database Schema Changes 9.1.x

Published July 12th, 2025 by Daniel White

List of database schema changes for Software Asset & Service Management 9.1.x Version 9.1.3 Version 9.1.3.2920 No database schema change have been made in this version Version 9.1.3.2917 New Attributes Table Attribute SPSComputerClassBase VmWareUUID Version 9.1.3.2845 New Attributes Table Attribute SPSComputerClassProcessor AmountProcessorCo

Managing a volume license agreement

Published August 12th, 2025 by Daniel White

Overview A volume license agreement (VLA) is a legally binding contract that concerns terms and conditions for license purchase and sometimes also software licensing terms. It can have a parent agreement, comprise child agreements, or both. The specific type of each volume license agreement is indicated in the corresponding field. The dialog pages c

Creating roles

Published July 5th, 2025 by Daniel White

If the standard roles that are supplied with Matrix42 Service Desk are not sufficient, you can create additional custom roles. Go to Matrix42 Software Asset and Service Management > Administration application. In the navigation area, click Security > User Roles > Add User Role. A properties dialog with the following fields opens: Name: Name

Catalogs

Published July 4th, 2025 by Daniel White

Managing Service Catalogs: catalog items, audience settings, available actions. Overview A catalog is a collection of services, sets, bundles, and/or groups. Only the services, sets, bundles, and/or groups of services added to catalogs are displayed in the Matrix42 Self Service Portal. Catalogs can be restricted to specific organizational units and

Changing status for a master contract

Published August 13th, 2025 by Daniel White

Overview A master contract is a declaration of intent between contract parties that concerns the provision of services. The master contract outlines the terms that will govern actual agreements between parties. You can manage the master contract's status only by using the Change Status action. Steps Open the Master Contracts navigation item in the C

What data is imported for the Windows and Linux virtual machines

Published August 15th, 2025 by Daniel White

Overview The Azure Inventory data provider imports hardware and software inventory for the Azure virtual machines. Imported attributes for computers Configuration item: Computer Matching key: SPSComputerClassBase.VirtualDeviceId OR SPSComputerClassBase.Name Data Definition Attribute Note SPSComputerClassBase Name DNSName IPAddress PowerState

Release Notes for Enterprise Service Management and Digital Workspace Platform 10.1 Update 1

Published July 12th, 2025 by Daniel White

About this Release Build 10.1.1.3300 Known Issues 348267- Filter task due during next 30 days - doesn't work Versions up to 10.1.1.3307 contain an issue, that makes Classic UI non-functional after update (PRB36253). We do NOT recommend to update your system if you still use old user interface. Please update to version 10.1.1.3308 or higher. Functi

Use Cases

Published September 25th, 2025 by Daniel White

Use cases for the Major Incident Prediction feature of the AI Proposals for Service Desk extension. Major Incident Proposals Accept Proposal for Major Incident Scenario: Based on parameters set by the user, the Major Incident Prediction feature detects a potential Major Incident in the environment. Accept Proposal button Steps: The Major Incident Pr

Service Desk Reports

Published July 6th, 2025 by Daniel White

Matrix42 Service Desk provides a series of standard reports to help you see the current state of your Service Desk and extend them according to your needs. Matrix42 Service Desk provides a series of reports to help you see the current state of your Service Desk. Reports with configurable widgets are available starting from v.12.1.1. Standard reports

Release Notes for Enterprise Service Management and Digital Workspace Platform 10.0 Update 3

Published July 12th, 2025 by Daniel White

About this Release Known Issues 10.0.3.3138 RB35332: UUX: "Hide if empty" in container inflicts the visibility of other container PRB35414: ClassicUI - "Browse" button not functional when upload files (End of Life of Adobe Flash Player) PRB35135: Mails are sent with leading spaces in the subject 10.0.3.3128 RB35332: UUX: "Hide if empty" in container

Release Notes for Azure Inventory

Published August 15th, 2025 by Daniel White

Version 2.1.20250530.1 Fixed problem PRB38807: Revision and optimization of the extension Version 2.0.20250114.1 Feature Charts were improved on the Cloud Services dashboard. Version 2.0.20241108.1 This version of the Azure Inventory extension is compatible with the Azure Hybrid Benefit extension version 1.19.0 or later. If you are using this versi

Configuring and running the SAP Discovery data provider

Published November 18th, 2025 by Daniel White

Prerequisites To configure the SAP Discovery data provider, you will need the System Number and Client Number values. In SAP, the client and system numbers are important identifiers used to differentiate between different instances of SAP systems and clients within those systems. Client Number: In SAP, a client is a self-contained unit represented b

Object model for Contract Management

Published August 12th, 2025 by Daniel White

Summary This document provides high level information about object model in Contract Management. Contract Management Green = License Management Yellow = Contract Management Red = Asset Management

Assigning users to Adobe Product Profiles by using services from Service Catalog

Published July 14th, 2025 by Daniel White

What objects are created by the Adobe Product Entitlements data provider As a result of running the data provider, the following objects are created in Enterprise Service Management: Adobe Product Profiles (available for selection in an Adobe service dialog) Services for all Adobe Product Profiles (if the Enable Service Creation checkbox is selected

Framework of importing SAP data to ESM

Published November 18th, 2025 by Daniel White

Import of data is performed by the SAP Discovery data provider that executes the SAP Discovery Connector Import workflow. The data provider uses SAP native SAPControl API with PowerShell as well as SAP Connector for .NET to get data and save it to the package: SAPControl Web API retrieves information about the following components: SAP systems, SAP

Dashboards

Published July 3rd, 2025 by Daniel White

The dashboard section provides help on availability of dashboards and their interpretation. This article is intended to help you interpret data from the dashboards available for Matrix42 Intelligence. The dashboards are located in the administration of the Matrix42 Enterprise Service Management solution, as sub-pages of the 'Matrix42 Intelligence' n

Permissions to dialogs available in the Master Data application

Published August 15th, 2025 by Daniel White

This article lists all dialogs that are restricted by application and available in the Master Data application; i.e., these dialogs are accessible only from the specified applications. Dialogs available to everyone The following dialogs are available in the Master Data application to all users: Account Dialog Active Directory Domain Dialog Announce

What processes can be established in License Management

Published August 13th, 2025 by Daniel White

Overview License Management is designed to support all tasks related to maintaining the license compliance, in other words, documenting reliably that the used software products are licensed. It helps save on license costs and minimize the legal and commercial risks that arise from overlooking laws and company regulations. Matrix42 License Management

Important or Breaking Changes

Published July 12th, 2025 by Daniel White

Please ensure to review all information about important or breaking changes provided with all versions that have been released since the version you are updating. Version 26.1 Breaking Change: Discontinuation of Classic Look Starting with the 26.1 release (April 2026), the Classic Look will be fully removed and no longer supported. This step compl

List of TAPI-compatible telephones and telephone systems

Published July 8th, 2025 by Daniel White

The listed telephones and telephone systems basically offer a TAPI interface, but this information is based on the manufacturers' information, so we cannot take over any guarantee at all. This list is not final; in case of doubt please ask your manufacturer. Manufacturer Equipment Aastra-DeTeWe Ascotel 200, Ascotel IntelliGate 150 / 300 / 2025 / 204

Known Errors

Published July 12th, 2025 by Daniel White

List of problems for Software Asset & Service Management 12.0.x which are closed without addressing due to the very low impact on functionality. Version 12.0.4 Problem Description PRB37289 EQM Configure SLA for use on EQM can be optimized PRB36532 Translations in mail descriptors incorrect PRB36586 Compliance rule sends closing message to all

Release Notes for Dependency Graph

Published July 14th, 2025 by Daniel White

The Dependency Graph Extension is available for download in the Matrix42 Extension Gallery. Dependency Graph 1.2.0038 Updated license Support for Matrix42 Enterprise Service Management >=12.0.3 Dependency Graph 1.2.0000 Updated license Support for Matrix42 Enterprise Service Management >=12.0.2 Version 1.2.0000 must not be installed on any ear

Installing Matrix42 Call Tracker

Published July 8th, 2025 by Daniel White

Matrix42 Call Tracker is delivered with Matrix42 Enterprise Service Management and should be installed individually on each client PC. Before you start the installation, make sure that the used telephone is reachable over the TAPI Interface of the client. To Install Matrix42 Call Tracker: Open Matrix42 Marketplace. Search for the necessary release v

Matrix 42Call Tracker: Scope of features

Published July 8th, 2025 by Daniel White

Matrix42 Call Tracker is a program that connects the telephone of a support employee to Matrix42 Service Desk. Matrix42 Call Tracker should first be installed on this support employee's computer. Communication between Matrix42 Call Tracker and Matrix42 Service Desk occurs by using the TAPI interface. This interface should be installed and supported

Configurable AI for Matrix42 Enterprise Licensing

Published July 3rd, 2025 by Daniel White

Licensing details for Configurable AI for Matrix42 Enterprise. Matrix42 Configurable AI for Matrix42 Enterprise requires a subscription license for Enterprise Service Management (either Advanced/Enterprise 2023 tiers or Matrix42 Enterprise 2025) as well as a license for the Matrix42 Configurable AI for Matrix42 Enterprise itself.

Configuring the dependency mapping

Published July 14th, 2025 by Daniel White

Overview Starting with v. 1.2.0030 , the following areas appear after extension installation: Dependency Map Settings navigation item in the Master Data Application (in earlier versions, its display should be enabled from the Administration application → User Interface → Navigation Items → Dependency Map Settings navigation item) Show Dependency Map

What is Matrix42 Call Tracker

Published July 8th, 2025 by Daniel White

This section describes the scope of work and technical prerequisites of the TAPI interface from Matrix42 Software Asset and Service Management, the so-called Matrix42 Call Tracker. It also shows the installation procedure and background information for the TAPI interface of this tool.For more information about the TAPI interface, see Telephony Appli

Standard roles and permissions

Published July 8th, 2025 by Daniel White

Overview Matrix42 Enterprise Service Management comes with predefined roles. Every role has specific rights that define in detail what can and cannot be done in Matrix42 Service and Software Asset Management. Matrix42 Self Service Portal offers the following roles: Cost Center Management: Person who is responsible for a cost center. Everyone: Defaul

MDM AirWatch data provider attribute mapping

Published July 10th, 2025 by Daniel White

Overview This article contains a list of attributes and data definitions that are included in mapping rules for the MDM AirWatch Data Provider import definitions. The article describes attribute mapping for the following CIs: Device configuration group Service configuration form for MDM enrollment Service configuration form for application installat

Rules for data synchronization

Published July 10th, 2025 by Daniel White

Empirum Connector is out of support with availability of Empirum Inventory Data Provider (Migration from Empirum Connector (legacy) - Matrix42 Self-Service Help Center) The import from Matrix42 Empirum follows different rules for data synchronization depending on the object type of the data to be imported. Software packages To match existing softw

Ordering the installation of Intune applications

Published July 15th, 2025 by Daniel White

What objects are created by the Intune Provisioning data provider As a result of running the data provider, the following objects are created in Enterprise Service Management: Intune applications (available for selection in an Intune service dialog) Intune groups (available for selection in an Intune service dialog) Services for all Intune applicati

Creating the service connection for the Adobe Product Entitlements data provider

Published July 14th, 2025 by Daniel White

Overview To maintain the security of your applications and users, all requests to Adobe I/O APIs must be authenticated and authorized using standards such as OAuth and JSON Web Tokens (JWT). To access the User Management API, you will need to obtain access credentials by creating a new project in Adobe Developer Console. Then you will need to config

Prerequisites for installing the AIOS Connectivity add-on

Published July 14th, 2025 by Daniel White

To be able to configure the AIOS Connectivity extension, first you need to perform the steps below. Creating an API token Virtual Support Agent requires an API token to call Matrix42 Public API. The API token will be used to get an access token. To generate an API Token: Open the Administration application and go to Integration > Web Services Tok

What is the Dependency Graph add-on

Published July 14th, 2025 by Daniel White

The Dependency Graph add-on contains a feature that shows how the selected object is connected to other objects in the system. This is very useful when some kind of failure occurs and you need to check all related objects to discover the reason of the failure or manage the consequences. The add-on contains the Show Dependency Map action and the Depe

Solved Problems 9.0.x

Published July 14th, 2025 by Daniel White

List of solved problems for Software Asset & Service Management 9.0 including all updates. Problems solved with hotfix are not listed here. Please refer to list of solved problems provided with respective hotfix instead. Version 9.0 Update 4 Problem Description PRB22035 5.31 Online Hilfe Page 6729.htm Aussage ist nicht korrekt PRB26880 Neuer I

Provisioning of Empirum Packages as Services

Published July 14th, 2025 by Daniel White

Provision services based on Empirum Packages The imported services based on Empirum packages can be provided in the Self Service Protal or manually assigned. Purpose The Empirum Provisioning Data Provider allows the creation of software services which are provisioned via workflows by leveraging the connected Empirum software deployment system. The s

Creating custom order forms

Published July 5th, 2025 by Daniel White

Overview Very often a lot of information needs to be obtained from the service Requestor at the shopping cart stage in Service Catalog. With that purpose in mind, the Service designer is able to define a special Custom Form (literally, Configuration Item) which will be requested when you want to submit the Order. In advanced cases, some additional d

Empirum Service Provisioning Release Notes

Published July 14th, 2025 by Daniel White

Release Notes Version 1.0.2.14 (30.07.2025) PRB38865: Missing Read Permission for Service Delivery Management user role within CI ESPServiceProvisioningTypeInstallSoftware Fixed: Empirum Service Provisioning DP changes actions on other DPs Enhanced information in tasks when software is already assigned in Empirum. Version 1.0.2.11 (16.07.2025) PRB38

Creating blackout and maintenance windows

Published July 15th, 2025 by Daniel White

Overview Blackout windows specify time periods when changes should not be scheduled while maintenance windows are time slots designated for implementing changes. Blackout windows can for ex. be used for scheduling freeze times at the end of the year. Both blackout and maintenance windows are created based on service time profiles and later assigned

Import of Empirum Packages as Services

Published July 14th, 2025 by Daniel White

Automatically create services from Empirum Packages Import and update all standard Empirum software packages as Service Catalog services. Purpose The Empirum Provisioning Data Provider allows the automated import and update of all Empirum software packages as software services in the Service Catalog. This import is scheduled and runs once a night by

Configuring the Intune Provisioning data provider

Published July 15th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Intune Provisioning data provider for editing. Add a configuration in the Configurations grid. For the new configuration: Make sure the Enabled checkbox is selected. Select the Microsoft 365 (Azure Active

Release Notes for Software Asset and Service Management 9.0 Update 1

Published August 20th, 2025 by Daniel White

About this Release Matrix42 Software Asset & Service Management 9.0 Update 1 provides many new and improved features that have been implemented. Please find the launch kit of this version on Matrix42 Marketplace. System requirements, instructions for installation and update as well as for basic configuration are available in the Matrix42 Online

Permissions to actions available in the Contracts application

Published August 12th, 2025 by Daniel White

Unless stated otherwise, actions Add, Delete, Edit, and Export are available to users of all roles. Master Contracts and Volume License Agreements Administration Compliance Management Contract Management IT Asset Management License Management Operation Purchase Purchase Management Software Service Management Master Contracts > Create Task • •

What is Intune Provisioning

Published July 15th, 2025 by Daniel White

The Intune Provisioning add-on provides the functionality for ordering the installation of Intune applications from Matrix42 Enterprise Service Management. Prerequisites There are two prerequisites for using this data provider: The Intune Integration Core add-on. This extension is not visible in the Extension Gallery and will be installed automatica

Installation and activation

Published July 15th, 2025 by Daniel White

Introduction The Field Service Management extension needs to be installed from Matrix42 Extension Gallery. You require a valid license (certificate) to be able to use this extension. Activation and access rights Once the extension is installed, the following navigation items are available in the Service Desk application: Duty Roster Dashboard , Team

Cross-charging of cloud costs in Service Catalog

Published August 15th, 2025 by Daniel White

Overview If your company acts as a provider of cloud services to other companies, you can manage the provision of such services using the Service Catalog application. When you configure a team (cloud tenant) for import of cloud data, you can enable the options to create services and service bookings. As a result, the import will also create services

Cost accounting for cloud resources

Published August 15th, 2025 by Daniel White

Overview After you run the Matrix42 Cloud Costs data provider, information about cloud resources, their usage and corresponding costs will be imported into the system. The following navigation items are added in the Assets application: Cloud Resources display all services from cloud costs portal. Cloud Resources > Usage Costs show monthly expense

Uninstalling the Azure Hybrid Benefit extension

Published August 17th, 2025 by Daniel White

Overview You can remove the Azure Hybrid Benefit add-on by using the standard Uninstall Package action. In the Administration application, go to Extensions > Installed Packages, click Azure Hybrid Benefit Data Provider in the grid and run the Uninstall Package action. A wizard will open where you can uninstall the package. What data is removed an

Understanding the grace period of SQL Server licenses assigned to Azure Hybrid Benefit

Published August 15th, 2025 by Daniel White

Overview Licenses that are assigned to the Azure Hybrid Benefit object for SQL Server can also be used for entitlement of other license requirements during the grace period of 180 days. After this time, such licenses become permanently assigned to the AHB object and all other entitlements are removed. The grace period starts when a license is assign

Silverback data provider attribute mapping

Published July 11th, 2025 by Daniel White

This article contains a list of attributes and data definitions that are included in mapping rules for the Silverback data provider import definitions. The article describes attribute mapping for the following CIs: Device (computer) SIM card Business partner Stock Keeping Unit Silverback tag service form Service Device tag Fingerprint (Installed Sil

Major Incident Prediction Configuration

Published September 25th, 2025 by Daniel White

The Major Incident Prediction feature tracks your incoming Tickets, Incidents, and Service requests and automatically generates proposals when it detects a specific number of similar tickets within a defined timeframe. You can then review these proposals and choose whether to escalate them into Major Incidents. By default, only users with the Incide

What is the Entra Enterprise Applications extension

Published August 16th, 2025 by Daniel White

Overview The Entra Enterprise Applications extension permits you to track usage of Enterprise applications pertaining to a specific Microsoft Entra ID. Applications of the following types are tracked: Enterprise Applications and Microsoft Applications. The add-on can be installed from Matrix42 Extension Gallery. To use it successfully, you will also

Configuration and properties of simple services

Published September 25th, 2025 by Daniel White

A detailed description of the simple Services manual configuration and properties overview. Details Simple Service is a type of service that includes a single product item that can be potentially offered to the Self Service Portal users. Simple Services are configured in the Service Catalog and include a number of specific properties which are desc

Employee-based licensing for Oracle Java products

Published August 17th, 2025 by Daniel White

Introduction This article explains how to manage license compliance according to terms from Oracle Java SE Universal Subscription as effectively introduced as of January 2023 by Oracle Corporation. Oracle Java SE Universal Subscription defines that every "Employee" in the organization needs a subscription for Oracle Java SE. Please refer to official

Release Notes for Enterprise Service Management and Digital Workspace Platform 11.0

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Functional Changes This release provides a couple of functional changes - new features and improvements : Enterprise Service Management and Digital Workspace Platform

Backend/On-Premise Server

Published July 3rd, 2025 by Daniel White

Remote Assistance Backend Do not install Remote Assistance on the same server as Matrix42 Enterprise Service Management Platform, but on a separate system, otherwise, there will be unnecessary configuration challenges. The installation instructions are in your FastViewer portal under " General " --> " Documents " --> " Server ." License Acti

Managing status of a workplace

Published August 12th, 2025 by Daniel White

Overview Every workplace has a status. When you create a workplace item, you assign a status inside the edit form. However, if you want to set another status for an existing workplace, you must use the Change Status action. A wizard will guide you through the required steps where you can also change the status of all assets that are assigned to the

Introduction to managing the employees' data

Published August 15th, 2025 by Daniel White

Managing persons, accounts, and user roles. To store and manage the information about employees, you should use the person and user account configuration items. Personal information about employees is maintained under Users → Persons in the Master Data application. Usually, these records are filled with information from the Active Directory and can

Version 1.6.0022

Published July 3rd, 2025 by Daniel White

Installation and update requirements Enterprise Service Management Platform Version 12.0.3.xxxx or higher Bugfix Fixed "Incompatible Version Installed" when Uninstalling / Installing the Remote Assist Extension.

Data provider framework

Published July 9th, 2025 by Daniel White

Overview Matrix42 Workspace Management provides a framework that allows to create a new Data Provider by using workflows and without any coding. Both bulk loading of data from an external system and execution of actions that are designed in Matrix42 Workspace Management externally can be implemented by using workflows. In both cases, the process of

Managing principal user of a workplace

Published August 12th, 2025 by Daniel White

Overview Every workplace can have a principal user. When you create a workplace item, you assign a person inside the edit form. However, if you want to assign an existing workplace item to a person, you must use the Manage Principal User action. A wizard will guide you through the required steps. As a result, it will also change the principal user o

Managing the asset lifecycle

Published August 12th, 2025 by Daniel White

Introduction Asset Lifecycle Management is the process of tracking and managing IT assets from acquisition to disposal. It ensures that hardware, software, and other IT resources are efficiently utilized, maintained, and replaced at the right time to optimize costs and performance. The lifecycle typically includes five key stages: Planning & Pro

ILMT data provider attribute mapping

Published August 16th, 2025 by Daniel White

Overview This article contains a list of attributes and data definitions that are included in mapping rules for the ILMT data provider import definitions. The article is organized by the API elements we are triggering to retrieve the data. Computers Column Description Data Definition Attribute id Identifier of the computer as defined in License Metr

Saving links to files in a network folder for Contract Management

Published August 13th, 2025 by Daniel White

Overview Apart from storing Web links to documents related to contracts, you can also save links to files in network folders. Due to security settings of the majority of browsers, this feature is available only in Internet Explorer. However, even in Internet Explorer you need to do some adjustments to bypass its security settings. Modifying IE setti

Approval handling using the Microsoft Teams Approval app

Published July 15th, 2025 by Daniel White

First-time use As soon as the app is installed and all necessary administration tasks have been fulfilled, it needs to be connected to the Matrix42 Enterprise Service Management solution by providing the Self Service Portal URL. If you operate multiple ESM systems but only have one Microsoft/Teams tenant, the correct system for the user can be ident

How to configure LIS-Online Update data provider

Published July 10th, 2025 by Daniel White

Overview The LIS - Online Update data provider integrates Matrix42 Enterprise Service Management with Matrix42 License Intelligence Service (LIS). LIS uses its application patterns to analyze and assign unclassified fingerprints and licenses. The LIS - Online Update data provider should be configured to automatically run LIS updates according to a s

Technical Prerequisites

Published July 3rd, 2025 by Daniel White

Technical prerequisites for Configurable AI for Matrix42 Enterprise. The Matrix42 Configurable AI for Matrix42 Enterprise enhances our existing Enterprise Service Management solution. To use this feature, the following technical requirements must be met: Your Matrix42 Enterprise Service Management deployment needs to be version 12.1.2 or higher. The

Migration from Empirum Connector (legacy)

Published August 16th, 2025 by Daniel White

Overview The Empirum Inventory Data Provider and the Empirum Service Provisioning extensions replace the previously provided Empirum Connector which is delivered with the installation of Enterprise Service Management. Empirum Connector is out of support with availability of Empirum Inventory Data Provider. With DWP 12.1.0 the legacy connector is co

The Complete Inventory action for computers

Published August 12th, 2025 by Daniel White

This action is available only for computers imported from Empirum and if the corresponding settings are configured in a location in the Empirum connector. Running the action opens the Empirum console where you will be able to see full inventory data for the selected computer. When you run the action and the Empirum console opens, you will need to en

Installing and configuring the Matrix42 ILMT data provider

Published August 16th, 2025 by Daniel White

Overview The Matrix42 ILMT data provider comes along with the IBM Compliance add-on. You can download it from the Extension Gallery. It needs to be configured to be able to import data. REST API retrieves data that is related to computer systems, software instances, and license usage in your environment. Such information can then be passed to other

Managing ownership of a workplace

Published August 12th, 2025 by Daniel White

Overview Every workplace has an ownership regarding your organization. When you create a workplace, you assign the ownership inside the edit form. However, if you want to assign an existing workplace item to different owners, you must use the Change Ownership action. A wizard will guide you through the required steps where you can also change the ow

Release Notes for IBM Compliance

Published August 16th, 2025 by Daniel White

If you are using this extension with Enterprise Service Management 11.0.2, the minimum supported version of ESM is 11.0.2.3576. Version 10.0.4.3547 Fixed problem PRB38808: IBM License Metric Tool Fails: Error converting value {null]} to type System.Boolean Version 10.0.4.3546 Improvements have been made concerning compatibility with ESM version 12

Accepting provided services

Published July 8th, 2025 by Daniel White

As the final step in the order process, you normally accept or explicitly reject the delivery of a service that is set to Provisioned. By doing this, you confirm that you have actually received or not received the service. The status of the delivery is then set to Accepted or Acceptance denied and can be inspected in Matrix42 Service Catalog under B

Version 1.8.0026

Published July 3rd, 2025 by Daniel White

Installation and Update Requirements Recommended Version: To ensure compatibility and optimal performance, we strongly recommend installing Enterprise Service Management Platform version 12.1.0.3959. This version has undergone rigorous testing, offering seamless integration with our application while minimizing compatibility issues. New Features Ses

Troubleshooting for Empirum connector

Published July 10th, 2025 by Daniel White

Empirum Connector is out of support with availability of Empirum Inventory Data Provider (Migration from Empirum Connector (legacy) - Matrix42 Self-Service Help Center) Error Solutions Import failed with message: Could not connect to net.tcp:// empirumserver:9100/Services/Matrix42.CoreService/CoreService. The connection attempt lasted for a time s

How to configure and activate the SCCM inventory data provider

Published September 28th, 2025 by Daniel White

Prerequisites Ports For information on required ports, see Ports used by connectors and data providers. Access rights For computer inventory import, the user account you are using to connect with SCCM needs to have permissions to view all Configuration Manager objects (for example, the account can belong to the Read-only analyst role). In case you w

How Master Data works

Published August 15th, 2025 by Daniel White

Overview To perform various enterprise resource management tasks, basic information about the company setup is required. In Matrix42 Enterprise Service Management this basic information is called master data. It includes details about organizational structure, locations, and employees, as well as currencies and business partners. Before you start wo

Hierarchy of contract objects

Published August 12th, 2025 by Daniel White

Contracts in ESM are organized in a hierarchy of objects that contain data from the most general aspects to the most specific details. Overview Matrix42 Enterprise Service Management provides you with three levels of contract objects arranged in vertical hierarchy: Level 1. Master Contract/Volume License Agreement. Level 2. Contract. Level 3. Contra

Ensuring compliance of Azure Hybrid Benefit for Windows Server

Published August 17th, 2025 by Daniel White

Introduction Matrix42 Enterprise Service Management allows you to keep track of compliance regarding the usage of Azure Hybrid Benefit licenses for Windows Server. For Azure Hybrid Benefit for Windows Server, the Azure Inventory data provider imports all Azure resources that match the following criterion: virtual machines where operating system is "

Background processing for asset management

Published August 12th, 2025 by Daniel White

Overview Asset management aims to simplify and automate all processes related to purchase, usage and maintenance of assets (devices). Assets are usually imported from several integrated data sources as SCCM, Empirum and so on. Once the bulk of assets is created in the system, the system takes care of the three processes: setting of the end-of-life d

Service Catalog settings

Published July 4th, 2025 by Daniel White

Service Catalog settings, services and their displaying options, technical targets, order placement, order approvals and order processing adjustments. Overview The article provides an overview of the Settings that allow configuring the behavior of the Matrix42 Service Catalog. For other application settings see also: Global System Settings in Admin

How to implement SAP compliance

Published August 17th, 2025 by Daniel White

Overview After the SAP Compliance data provider has been configured and launched, the SAP Compliance navigation item is created under Technical Inventory in the Licenses application. This navigation item has several child items which correspond to the XML files provided by the samQ tool. Navigation Node File Name Explanation License Inventory SAP_LI

Sample data collector workflow for Generic Inventory extension

Published August 16th, 2025 by Daniel White

Overview This example illustrates how you can create a custom generic inventory data provider using our sample of a collector workflow. For this you need to download VMware generic import data collector.pkg. The VMware data collector workflow will collect the same data that is collected by the Inventory of VMware vCenter data provider. You do not ne

Database Schema Changes 12.0.x

Published July 12th, 2025 by Daniel White

Version 12.0.5 12.0.5.3511 (05.03.2025) Deleted Tables able Attribute WorkerEvents EnterpriseId Id InstanceId RecordDetails StartTime Deleted Attributes Table Attribute WFPPromotionsTable Culture 12.0.5.3445 (Technical Release; 09.07.2024) Added Tables Table Attribute DWPEntraIDFilterPropertyPickup DataColumnName DisplayString DisplayS

FAQ

Published July 4th, 2025 by Daniel White

Q: Why is the "Remote Assistance" action missing on my computer. A: The following conditions must be met for the action to be visible: The computer must be "Online". The computer must have the value "Remote Assistance" as "Remote Control Type" in the asset properties. Q: Is it possible to implement a 2 factor authentication (2FA) for Remote Assistan

Prerequisites for using the Empirum connector

Published July 10th, 2025 by Daniel White

Empirum Connector is out of support with availability of Empirum Inventory Data Provider (Migration from Empirum Connector (legacy) - Matrix42 Self-Service Help Center) Configuring the Matrix42 Empirum To use the Empirum connector, several prerequisites should be configured in Matrix42 Empirum. A user account with access rights to all Matrix42 Emp

Overview

Published July 3rd, 2025 by Daniel White

Matrix42 FastViewer is a fully-integrated web-based solution that allows you to access and control your remote computers and servers from a centralized web interface. With this solution, you can remotely troubleshoot and maintain your devices, transfer and synchronize files, and resolve issues without requiring an IT expert to be physically on site.

Release Notes for Adobe Data Provider

Published August 15th, 2025 by Daniel White

If you are using this extension with Enterprise Service Management 11.0.2, the minimum supported version of ESM is 11.0.2.3576. Version 1.0.20250512.1 Fixed Problem PRB38758: Adobe Data Provider workflow versioning issues Version 1.0.20241112.3 Fixed Problem PRB37681: Adobe DP does not transfer all Subscribers Version 1.0.20240821.1 Fixed Problem

Release Notes for Amazon Web Services Inventory

Published August 15th, 2025 by Daniel White

Version 2.0.20250625.1 To use this version, please update your Enterprise Service Management solution to version 12.1.3 or higher. Features: This version now lets you discover and handle maintenance for an inventory of virtual machines that are deployed in the cloud. Additionally, it creates corresponding objects in asset management. You can now i

FastViewer extension for ESMP via Unified Endpoint Management

Published July 4th, 2025 by Daniel White

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What is Azure Inventory

Published August 15th, 2025 by Daniel White

Overview The Azure Inventory extension scans Azure virtual machines within your organization's tenant for hardware and software inventory and imports this data as well as all Azure cloud resources into Matrix42 Enterprise Service Management. This add-on can be installed from Matrix42 Extension Gallery. Once it is installed, a new Azure Inventory dat

Managing billing data for contract items

Published August 12th, 2025 by Daniel White

All types of contract items (Maintenance, Purchase, Leasing, Professional Service, and General) have the Billing tab where relevant billing information should be provided. The page is logically separated into two sections: Price and Terms. Price The section has the following editable fields that are part of the requisition process and are updated ba

Repairing services

Published July 7th, 2025 by Daniel White

Using Repair action in Service Desk You can repair a defective service if an incident was created for this service. In the Matrix42 Service Catalog, a new order item of the Repair type is created. The repair of these services will be recorded in the incidents journal. The Repair action is available only if the service settings have Repair mode set t

Release Notes for Generic Inventory Data Provider

Published August 16th, 2025 by Daniel White

GENERIC INVENTORY DATA PROVIDER 1.32.35.1 Fixed problems PRB39143: Generic Inventory Data Provider requires matching handler for network cards PRB39139: Generic Inventory Data Provider sets UUID with zeros, when it should be NULL GENERIC INVENTORY DATA PROVIDER 1.32.33.2 To use this version, please update your Enterprise Service Management solution

Access to objects: Roles 1 - 5

Published September 18th, 2025 by Daniel White

Service Delivery Management Service Catalog Management Field Service AD Administration AD Connector 1 2 3 4 5 Objects/Actions R W C D R W C D R W C D R W C D R W C D Active Directory Domain - - - - • - - - - - - - • • • • - - - - Active Directory Account • - - - • - - - • - - - • • • • - - - - Active Directory Group • - - - • - - - - - - - • • •

Resetting user accounts for incidents

Published July 7th, 2025 by Daniel White

Depending on the domain policy configuration, accounts of incident reporters can become blocked after several failed login attempts to Matrix42 Software Asset and Service Management. Administrators can unlock such accounts and change the account passwords by using the Reset Account action. Go to Matrix42 Software Asset and Service Management > Se

Release Notes for Matrix42 Enterprise 12.1 Update 1

Published July 13th, 2025 by Daniel White

We Want Your Feedback: Help Us Improve Your Migration to New Look We’re continuously working to make the transition to New Look easier, faster, and more valuable for you. If you’re still using the Classic UI, we’d love to understand your reasons and how we can help. The survey takes only 3 minutes and helps us prioritize improvements like: Making yo

Overview of the Approvals App

Published July 5th, 2025 by Daniel White

Overview Decision-makers receive various requests on a daily basis: new goods purchase, ordering software and hardware, and many other requests requiring approval. Matrix42 Approvals app allows you to receive, track and instantly approve any requests that come from the employees of your company. With Matrix42 Approvals, the decision-makers are no lo

Searching for tickets

Published July 7th, 2025 by Daniel White

Overview The Search Tickets action is a feature that allows searching through all types of tickets and obtaining search results in a matter of seconds. It does not influence overall performance of the system and ensures high performance that is independent from the data complexity. You can run this action for the following objects: Ticket, Service R

Closing a problem

Published July 7th, 2025 by Daniel White

When a problem is solved, you can close the corresponding ticket. This completes the editing of the ticket, and the status is set to Closed. Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Problems. If the required configuration item is not in the selection list, use Search to locate

Creating an Underpinning Contract

Published July 5th, 2025 by Daniel White

An Underpinning Contract (UC) is a contract between an external provider and an internal end customer. Underpinning Contracts define the range and scope of the covered services. An Underpinning Contract can consist of several service levels. You need these service levels for calculation of escalation times. Response and solution times for the respec

Creating appointments

Published July 7th, 2025 by Daniel White

An appointment is an instrument for fixing and coordinating future events such as meetings, telephone calls, audits, etc. at the scheduled time. For preparing and managing an appointment, you can create tasks and notes that are saved with the corresponding appointment. The Calendar page offers two views: Grid view and Calendar view. You can switch b

Managing change requests

Published July 7th, 2025 by Daniel White

A change request is a planned, usually extensive, change to a system. The purpose of a change request is to remove the cause of a problem. Creating a Change Request Go to Matrix42 Software Asset and Service Management > Service Desk. In the navigation area, click Change Requests.A Change Request offers two views: a Grid View and a Calendar View.

Access to actions: Roles 6 - 11

Published September 18th, 2025 by Daniel White

Empirum Administration Empirum Connector MDM Administrator MDM Connector SCCM Administration SCCM Connector Objects/Actions 6 7 8 9 10 11 Administration > Add Active Directory Domain - - - - - - Administration > Integration > Data Providers > Add Generic Connector - - • - - - Administration > Integration > Domains > Edit - - -

Configuration and properties of combined services

Published July 4th, 2025 by Daniel White

A detailed description of the combined Services manual configuration and properties overview. Details Simple Service is a type of service that includes a single product item that can be potentially offered to the Self Service Portal users. Simple Services are configured in the Service Catalog and include a number of specific properties which are de

Managing announcements

Published July 7th, 2025 by Daniel White

Configuring the announcements for the Self-Service Portal, Service Catalog, and Service Desk Home pages. Overview Announcements contain information about planned maintenance work, current system failures, or other news that are relevant for your end users. All the announcements are managed on the Announcements page in the Matrix42 Service Catalog an

Creating an incident with a quick call

Published July 7th, 2025 by Daniel White

A quick call is a template for recurring support queries. The basic information is already entered in the quick call and can be used for creating new tickets. Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Incidents. On the toolbar, click Add Incident. A properties dialog opens. Sele

Access to navigation items: Roles 6 - 11

Published September 19th, 2025 by Daniel White

Tabulators Empirum Administration Empirum Connector MDM Administrator MDM Connector SCCM Administration SCCM Connector 6 7 8 9 10 11 Self Service Portal • • • • • • Self Service Portal > Home • • • • • • Self Service Portal > Home > Decide • • • • • • Self Service Portal > Address Book • • • • • • Self Service Portal > Workplace • •

Pausing an incident

Published July 7th, 2025 by Daniel White

Changing the activity status to On Hold by Pausing an activity. If you are waiting for a supplier's assistance or information from a customer while you process a ticket, you can pause the ticket until you have the necessary information. Escalation of the tickets can be paused for this time, too. By default, the Pause action is available for Incident

Automatic time tracking

Published July 6th, 2025 by Daniel White

Overview Automatic Time Tracking makes time tracking process simple and fast. You no longer have to track time manually as you go and you don’t need to follow the tasks you are currently working on. All spent time is tracked automatically while you can focus on the tasks. The system accurately tracks time and automatically adds these statistics to t

Forwarding an incident

Published July 7th, 2025 by Daniel White

Forwarding a ticket means passing it on to a specific role for processing. The members of this role are notified by email about it. Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Incidents. If the required configuration item is not in the selection list, enter a search term into the

Creating the service connection for Azure Inventory data provider

Published August 15th, 2025 by Daniel White

Overview A service connection allows you to establish access to Microsoft Azure portal and obtain data from it without sharing the credentials. A service connection is configured once by an administrator and then it can automatically use a service for obtaining data. The Azure Inventory add-on contains an Azure Inventory service. This service is nee

Uninstalling the Intune Integration extension

Published August 16th, 2025 by Daniel White

The article explains what happens when the Intune Integration extension is uninstalled. Overview You can remove the Intune Integration add-on by using the standard Uninstall Package action. In the Administration application, go to Extensions > Installed Packages, click the Intune Integration add-on in the grid and run the Uninstall Package action

Taking over an incident

Published July 8th, 2025 by Daniel White

Overview A new ticket is always assigned to a role. A role member can then start working on this ticket by running the Take over action, which means that they accept responsibility for the ticket and are automatically assigned as Responsible. Taking over an incident The ticket status is set to In Progress. This informs other members of this role tha

Overview of the Service Catalog features

Published July 4th, 2025 by Daniel White

Service Catalog facilitates communication of different divisions within the same organization and improves the services provisioning process. Service Catalog application contributes to the overall organization's functioning by automating the services procurement of any type: from providing a set of necessary equipment for the new employee's workpl

Service Lifecycle

Published July 4th, 2025 by Daniel White

Overview The ITIL service portfolio contains the status of all services that it currently offers, offered in the past and also those that may be simply 'pipe dreams', 'nice to have' or ideas for the future. The Service Portfolio is consists of three sections: Operational Services Service Pipeline Retired Services Service Statuses As a service progre

Configuring and running the Adobe Product Entitlements data provider

Published July 14th, 2025 by Daniel White

Configuring the data provider To configure the data provider: In the Administration application go to Integration > Data Providers and open the Adobe Product Entitlements data provider for editing. Edit the default configuration from the Configurations grid. On the General page: Make sure the Enabled checkbox is selected. In the Agent field, you

Service Catalog overview

Published July 5th, 2025 by Daniel White

Overview of simple and combined services manual configuration in the Service Catalog. Details Service Catalog menu item includes any type of offers that can be potentially provided by the organization to the employees of a company, a department or any other type of an organizational structure that uses Matrix42 Self Service Portal platform for thei

Dashboard in Contracts

Published August 12th, 2025 by Daniel White

This dashboard is relevant starting from Enterprise Service Management version 12.1.2. Overview The dashboard located in the Contracts > Home navigation item provides insight into key contract management metrics. Cards and charts display the relevant analytics for contracts. Each card shows a number of identified records according to the set cr

WebChat

Published July 16th, 2025 by Daniel White

Marvin WebChat is an additional option to interact with our virtual support agent. Once the add-on is installed and a view basic setup steps have been made your users are ready to interact with Marvin using a web page. Marvin WebChat does not require a Microsoft TEAMS installation nor does it require Azure Active Directory accounts being used. Our W

Report - Cost Controlling

Published August 13th, 2025 by Daniel White

Overview This report displays actual and planned costs for all contract items in the system. By default, it shows costs for the current year. It can be filtered by: Period Cost Center Cost Category Contract/Contract Item (use wildcards "%" to find multiple matches) The picture below displays an example of such a report filtered by cost center and co

What is MS Teams Collaboration for Service Desk Agents

Published July 15th, 2025 by Daniel White

MS Teams Collaboration for Service Desk Agents is an extension that allows Service Desk agents to contact end users via Microsoft Teams directly. The extension is available from Matrix42 Extension Gallery. Prerequisites There are two prerequisites for using this feature: A product license for either 'ITSM Advanced' or 'ITSM Enterprise needs to be i

What is Microsoft 365 Inventory add-on

Published August 16th, 2025 by Daniel White

The Microsoft 365 Inventory add-on allows maintaining compliance for Microsoft Office 365 products. Microsoft Office 365 is a hybrid-cloud software consisting of a cloud subscription per user and optionally installed desktop installations on computers. The add-on can be installed from Matrix42 Extension Gallery. It automatically installs SaaS Import

Starting the change process from the Dependency Graph

Published July 14th, 2025 by Daniel White

Overview Running the Show Dependency Map action opens the Dependency Graph where you can see all relations of the selected object. You can set up the system in a way that it is possible to create a change request from the Dependency Graph. You can configure the system so that the change request can be created from any asset, ticket or service object

Report - Procurement Profit

Published August 13th, 2025 by Daniel White

The Procurement Profit report comes in two versions: Procurement Profit by Location and Procurement Profit by Material Group. It shows savings achieved as a result of negotiations for the deal. Once an order has been executed, it is possible to store information about the financial success under Procurement Profit on the Procurement tab of a contrac

Inventory data about devices and infrastructure

Published August 12th, 2025 by Daniel White

Overview Matrix42 Enterprise Service Management uses data providers to import devices and inventory. Data providers allow collecting data about all virtual and physical devices of a certain network as well as getting hardware and software specifics of these devices. Data providers use the data gateway service to collect all necessary data. The advan

FastViewer extension for ESMP - Ad-hoc Connection via Service Desk

Published July 4th, 2025 by Daniel White

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Adding custom attributes delivered from FireScope into ESM configuration items

Published July 15th, 2025 by Daniel White

Overview If the SDDM Import data provider delivers also custom attributes that have been set for configuration items in FireScope, by default they will not be mapped to the attributes in Enterprise Service Management. However, you can configure the system so that such custom attributes are mapped to the required attributes in ESM. For each type of t

Installing and configuring the extension

Published July 14th, 2025 by Daniel White

Make sure that you have the AI Subscription certificate to be able to install the extension from the Gallery. After installing the AIOS Connectivity extension, you can configure it using the previously created keys and your tenant ID: Open the Administration application and go to the Integration > AI Subscription navigation item. Open the AI Su

Merging incidents

Published July 7th, 2025 by Daniel White

Overview If two or more incidents have been created for a single issue, you can close or pause all duplicates. The issue then continues to run on the main ticket. The Merge action is available only for open incidents. However, the main incident can be in the Closed status. How to merge open incidents Open the Service Desk application and go to Inc

Setting permissions for scanning Azure virtual machines

Published August 15th, 2025 by Daniel White

To scan Azure virtual machines by using the Azure Inventory data provider, you need to set additional permissions for subscriptions to be able to use the Run Command feature. Assigning the Virtual Machine Contributor role to your subscriptions Open Subscriptions from the Microsoft Azure home page and go to a subscription that contains the virtual

Configuring and running the Entra Enterprise Application Inventory data provider

Published August 16th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Entra Enterprise Application Inventorydata provider for editing. Create a new configuration in the Configurations grid. On the General page: Select the Enable import checkbox. Select the Entra service conn

Database Schema Changes 10.0.2

Published July 11th, 2025 by Daniel White

List of database schema changes for Enterprise Service Management Version 10.0.2.3130 (21.07.2022) New Attributes Table Attribute SPSGlobalConfigurationClassServiceDesk KeepResponsibleRoleOnEmptyDefaultsFromChangedItem

What are clusters and storage devices

Published August 12th, 2025 by Daniel White

Clusters The Clusters navigation item contains clusters of computers. In a cluster preview and dialog, you can access a list of all nodes that belong to this cluster. Clusters can be created manually, but are usually imported by the data providers: Inventory of VMware vCenter, Inventory of Microsoft Hyper-V and Inventory of Citrix XenServer. Storage

Release Notes for Azure Hybrid Benefit

Published August 23rd, 2025 by Daniel White

If you are using this extension with Enterprise Service Management 11.0.2, the minimum supported version of ESM is 11.0.2.3576. Version 1.18.0 This version is not compatible with Azure Inventory version 2.0.20241011.1. If you are using it, please update to Azure Hybrid Benefit 1.19.0 or later. Fixed problem PRB38042: Azure Hybrid Benefit - wrong

What is an endpoint device

Published August 12th, 2025 by Daniel White

Overview The Endpoint Devices navigation item contains computers (e.g., desktop computers or laptops) and mobile devices (e.g., cell phones, smartphones or tablets). The system offers the predefined structure for both computers and mobile devices. Devices per type: All devices created in Matrix42 Enterprise Service Management are displayed. Personal

How Asset Management works

Published August 12th, 2025 by Daniel White

Overview Matrix42 Asset Management helps you keep track of and manage the devices used in complex IT infrastructures, such as hardware, software or peripherals. The devices are called assets and are classified into different categories in Matrix42 Asset Management. Matrix42 Asset Management provides transparency by consolidating and recording the di

Walkthrough 3: Configuring a bundle

Published July 5th, 2025 by Daniel White

Overview In this example, a new combined service is configured for the Demo Workplace based on the simple services that have been created as described on the following pages: Walkthrough 1: Configuring a Service in the Hardware Area; Walkthrough 2: Configuring a Service in the Software Area. To create a new bundle service: In Service Catalog applica

Login Portal

Published July 3rd, 2025 by Daniel White

Sign In Visit the M42 FastViewer login portal via your browser. You will see the login screen as shown. Standard Steps: Email address: Enter your registered email address. Password: Enter your account password. Click the eye icon to show or hide the password. (Optional) Stay signed in: Tick the checkbox to remain logged in on this device. Click the

Managing a master contract

Published August 12th, 2025 by Daniel White

Overview General Master Contract is an agreement between contract parties. It may concern subsequent purchases of good or services, non-disclosure of shared information or other consent. In the master contract, basic terms of cooperation are stipulated while subsequent purchases are documented with purchase contracts. Master contracts are located al

Unix inventory data provider attribute mapping

Published July 11th, 2025 by Daniel White

Overview This article contains the attribute mapping for the Unix Inventory Data Provider. It lists all attributes of the Computer configuration item that are imported or updated by the inventory. Matching The Unix inventory can be run only for existing computers of Matrix42 Enterprise Service Management. It does not import any computers in the syst

Report - Cost Planning Details

Published August 13th, 2025 by Daniel White

This report displays cost projections from cost plans of all contract items in the system. By default, it shows projections for the current year. It can be filtered by: Period Title (of a cost plan) Cost Center Contract Item (use wildcards "%" to find multiple matches) Cost Category The picture below displays an example of such a report.

Service Desk E-mail Notifications

Published July 7th, 2025 by Daniel White

Overview Service Desk application has a number of default e-mail notifications sent to appropriate users and user roles. All the conditions and e-mail notification recipients are defined in the Administration application → Services & Processes → Compliance Rules → Enabled filter. Service Desk e-mail notification list is provided below. Notifi

What are ledger accounts

Published August 13th, 2025 by Daniel White

Overview Ledger accounts are used in financial accounting for entering operational expenses and revenues for commercial and tax purposes. For the purposes of a target/performance comparison between your cost planning and actual costs from accounting, you can import current bookings into your contract management system. In these bookings, the accrued

Settings for Contract Management

Published August 12th, 2025 by Daniel White

Overview Click the Settings navigation item in the Contracts application to view and edit current settings. Financial Settings Default Tax Rate (%): The sales tax percentage that is applied to the corresponding fields in Matrix42 Enterprise Service Management. You can also specify the sales tax rate individually for each configuration item. Include

What is the Adobe Product Entitlements add-on

Published July 14th, 2025 by Daniel White

You can integrate your instance of Matrix42 Enterprise Service Management with Adobe by using the Adobe Product Entitlements add-on from the Extension Gallery. As a result, you will be able to assign Adobe products to users via the Service Catalog services. The add-on contains the Adobe Product Entitlements data provider, which imports Product Prof

Closing reasons of a change

Published July 5th, 2025 by Daniel White

Overview To represent an ITIL-like change management process, we introduced the following closing reasons for change requests, which differ from closing reasons of other tickets. The former known closing reasons are obsolete for changes and no longer supported. Completed Change was completely implemented and successfully reviewed. Partially Complete

What is a workplace

Published August 12th, 2025 by Daniel White

Overview Workplaces with descriptive names can be used to group assets by users, thus providing better transparency and simplifying management of end users. Examples of a workplace name are: "Marketing Director", "Marketing Director (Home Office)", etc. Managing workplaces Please note that an asset can be assigned to one workplace only. You can add

Announcements

Published July 4th, 2025 by Daniel White

Configuring the announcements for the Self-Service Portal, Service Catalog, and Service Desk Home pages. Overview Announcements contain information about planned maintenance work, current system failures, or other news that are relevant for your end users. All the announcements are managed on the Announcements page in the Matrix42 Service Catalog an

Solved Problems 12.0.x

Published July 14th, 2025 by Daniel White

List of solved problems for Software Asset & Service Management 12.0.x including all updates. Version 12.0.5 Release 12.0.5.3511 (05.03.2025) Problem Description PRB38485 Assign Service action - Loading Time for Available Catalogs by Org Unit, Location & Cost Center should be optimized PRB37209 Copy Announcement action does not copy all loca

Roles

Published July 4th, 2025 by Daniel White

For Remote Assistance there are 2 predefined Security User roles. These roles can be used for authorization. To add members to the user roles, select in the app chooser " Administration " --> " Security " --> " User Roles ". Filter by name " Remote Assistance ". The following roles are available: Role Description Remote Assistance Administrato

What is a complex system

Published August 12th, 2025 by Daniel White

Overview The complex system configuration item allows you to group assets and services according to specific operational purposes. Examples could be "ERP System for Development", "ERP System for Text", "ERP System in Production", etc. Defining complex systems helps you group your assets and services for more transparency. Complex systems are also us

Solution Overview

Published July 2nd, 2025 by Daniel White

Detailed features of the AI Assist toolbar. AI Assist for service desk By integrating AI Assist into service desk workflows, organizations can significantly improve ticket management, accelerate resolution times, and enhance customer support. Key capabilities include: Classification, which generates automated category, impact, and urgency proposals

Release Notes for Adobe Product Entitlements

Published July 14th, 2025 by Daniel White

ADOBE PRODUCT ENTITLEMENTS 1.1.0.4 This release is the initial version of Adobe Product Entitlements ADOBE PRODUCT ENTITLEMENTS 1.0.20230403.1-TP This release is the Technical Preview of Adobe Product Entitlements.

Registering an application in Azure

Published August 15th, 2025 by Daniel White

Registering an application This article guides you through registering an Enterprise Service Management application in the portal. Information about required permissions to create and manage a Registered App in Azure is available here (external link). On the Microsoft Azure Portal home page, go to the Azure services and click App registrations.

Ordering services

Published July 9th, 2025 by Daniel White

Placing an order in the Self Service Portal To order a service Go to the Matrix42 Self Service Portal and click Catalog in the navigation area. Under Recipient, you are entered as a default recipient of services. If you want to apply for a service for somebody else, enter their name accordingly.If you want to order the same services for multiple Rec

Service group settings management

Published July 5th, 2025 by Daniel White

The page explains how to add a new option of the Service Group to the drop-down list of conventional product groups intended for combined services representation before they are added to the shopping cart of the Self Service Portal application. Goal The page explains how to manage service catalog items settings, more particularly how to add a new op

What is a Service Level Agreement

Published July 6th, 2025 by Daniel White

Overview Service Level Agreements (SLAs) are used to guarantee, monitor, and fulfill the quality of offered services. Within Matrix42 Service Desk, SLAs specifically define the time periods during which tickets should be accepted and solved to avoid escalation. As defined by ITIL, service level management includes the following support agreements (a

Service Approvals: Approving or Declining Orders

Published July 9th, 2025 by Daniel White

Step-by-step guide on approving/declining orders. Applying the decision for single and multiple orders. Overview Before an order is delivered, the order process defines as a rule that you approve or decline the order. This confirmation takes place depending on the selected approval process, for example: through members of the Service Delivery Manage

Creating a Service Level Agreement

Published July 5th, 2025 by Daniel White

Overview A Service Level Agreement (SLA) is a contract between an internal service provider and an external end customer. Service Level Agreements define the range and quality of the covered services. Learn more about Service Level Agreements. A Service Level Agreement can consist of several service levels. You need these service levels for calcula

Frequently Asked Questions

Published July 8th, 2025 by Daniel White

Enterprise Queue Management - Frequently Asked Questions This article provides answers to frequently asked questions and will be extended if new questions arise. How are Tickets routed to Queues which are created in the Self Service Portal? Using custom configuration in combination with Compliance Rules routing can be based on e.g.: Quick Calls or C

Repairing services

Published July 9th, 2025 by Daniel White

Using Repair action in Self Service Portal In the Matrix42 Self Service Portal, you can repair defective or broken services. As a result, a new order item of the Repair type is created in the Matrix42 Service Catalog. The Repair action is available only if the service settings have Repair mode set to "By Service Desk Staff and Self Service". Go to

Configuring Matrix42 Call Tracker

Published July 8th, 2025 by Daniel White

Matrix42 Call Tracker After successful installation, start Matrix42 Call Tracker and click Settings. Configure the following settings: Device to ingoing calls/Device for outgoing calls: Telephone that is connected over the TAPI interface. Workspace Management Server Name: URL by which Matrix42 Service Desk can be reached. Launch at Windows startup:

Using services as technical targets

Published July 5th, 2025 by Daniel White

Overview It is possible to select other services as technical targets when ordering services in the Matrix42 Self Service Portal or assigning them in Matrix42 Service Catalog. The following table describes how selections in the Target Type and Instance Type fields on the Provisioning dialog page of the service settings depend on each other. The prov

How to uninstall Template Paris Extension

Published July 15th, 2025 by Daniel White

Overview The Template Paris Extension is obsolete and needs to be removed before the update to 12.1.2. This extension is offered to you by Matrix42 as a Community package. Matrix42 does not provide direct product support for this extension. Uninstallation Steps Download the Extension attached here If you have made any customizations in any of the

Returning services

Published July 9th, 2025 by Daniel White

You can return the services that you ordered. Go to the Matrix42 Self Service Portal and click Workplace > My Services in the navigation area. If you cannot find the required service, enter your search criteria into the Search Text field at the top of the screen and press <Enter>. Click the service you would like to return to open it in Pr

Getting started with SDDM Data Provider - CI, Service, Dependency Federation

Published July 15th, 2025 by Daniel White

Overview The new SDDM Import data provider will first import SDDM CIs into a staging database and then create ESM objects from the staging database records. This approach allows higher level of import customization. To configure all import settings correctly, take the following steps: Set up the SDDM import configuration. Adjust import definitions t

Self Service Portal Reports

Published July 9th, 2025 by Daniel White

Overview If you are responsible for cost centers, the Matrix42 Self Service Portal provides you with four different types of reports that are automatically generated by the system. Reports with configurable widgets are available starting from v.12.1.3. Standard reports can be adjusted and extended as described in Managing Dashboards and Reports in N

Managing tasks

Published July 7th, 2025 by Daniel White

Overview A task is an instrument that is used in the division for coordination of team work and delegation of work. It can also be used for your own re-submissions. Tasks can also be sub-elements of incidents, problems, or changes. As a result, several people can easily work on complicated tasks. Creating a Task A task is an instrument that is used

FastViewer extension for ESMP via Asset Management - Cmd

Published July 4th, 2025 by Daniel White

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What is Enterprise Queue Management (EQM)

Published July 8th, 2025 by Daniel White

Enterprise Queue Management (EQM) provides departments other than IT with a reliable and scalable solution to deal with their everyday customer support without interfering with other departments' data. Make use of well-established Service Desk mechanics to coordinate and fulfill customer requests to further improve your quality of service. With EQM

Example 4: Escalation points outside working times

Published July 6th, 2025 by Daniel White

Overview This example considers working times and holidays. The creation date is within working times and therefore it can be used as a basis for calculation. Although the calculated reaction and solution points fall on a working day, they are outside working times, so they are postponed by the system. SLA Incident SLA Service Levels Reaction Time S

What is Amazon Web Services Inventory extension

Published August 15th, 2025 by Daniel White

Overview To use the latest version of the extension, please update your Enterprise Service Management solution to version 12.1.3 or higher. The Amazon Web Services Inventory extension imports resources and virtual machines from the Amazon Web Services (AWS) access portal into Enterprise Service Management. This enables you to discover and handle m

Log Management

Published July 3rd, 2025 by Daniel White

Overview Logging provides a detailed account of all significant user and system events. You can either work with a centralized overview of events in the folder view, or use the User Activity Log and the Asset Activity Log pages for specialized logs. Folder View The folder view is split into two sections: The top half shows the content of the folder

Release Notes for Software Asset and Service Management 9.1 Update 2

Published July 13th, 2025 by Daniel White

About this Release Functional Changes This release provides a couple of functional changes - new features and improvements - listed here. Highlights: Software Asset Management In License Management there are now much more charts available on the dashboard. In addition, the charts have been grouped to improve usability. The configuration item ‘Compu

Lifecycle of contracts and contract items

Published August 12th, 2025 by Daniel White

Overview Use Contract Management application to completely map and document the lifecycle of your contracts. You do this by setting the status that shows the current state of processing or the legal status. Please note, that you do not need to make use of all status values available by default. You may customize relevant status values in the setting

Feature scope and attribute mapping

Published July 15th, 2025 by Daniel White

Overview The extension provides federation support for several configuration items by default. However, you can adjust the settings to add other configuration items, including custom ones. Configuration items federated by default SDDM CI ESM CI Firewall Network Device Hypervisor Computer Phone Computer Printer Printer Network Network Device Router N

Handling orders in the M42 Approvals App

Published July 15th, 2025 by Daniel White

Overview You can use the M42 Approvals application to view, approve and decline orders that have been submitted via Matrix42 Self Service Portal. Filters After you log in to the application, you can see the Orders tab. By default the grid shows all orders in the Pending status. You can also switch to the following filters based on relevant statuses:

Version 3.27.0015 (Win)

Published July 4th, 2025 by Daniel White

Windows Feature MSI Setup - The remote setup agent is now also available for download as an MSI setup. Improvement Codec 2: The reconnect mechanism has been improved. Codec 2: The connection timeout has been reduced if a TCP Socket / Codec 2 connection was not possible. Bugfix Fixed a crash with HQ Audio Video Communication (MSAV). Bug fix for clien

Accepting an incident

Published July 7th, 2025 by Daniel White

A new ticket is always assigned to a role, not to a specific person. With Accept action, a role member confirms that they accept responsibility for the ticket. The ticket status is set to Assigned. This informs other members of this role that somebody took responsibility but is currently not working on this ticket. To Accept a ticket: Go to Matrix42

Installation and Configuration of M42 Teams Approval App Extension

Published July 15th, 2025 by Daniel White

Prerequisites There are three prerequisites for using the application: Either ITSM Advanced or ITSM Enterprise license is required for the Matrix42 Enterprise Service Management solution. The Matrix42 Enterprise Service Management version needs to be 12.0 or higher. A valid SSL certificate for the Matrix42 Enterprise Service Management solution need

Performance Analysis (Extension)

Published July 15th, 2025 by Daniel White

This extension enhances the Matrix42 Enterprise product range with reports and tools to identify and resolve performance bottlenecks. Overview The Performance Analysis Extension is a simple application that helps analyze the workload of the application during one or more days, and see the periods when the Application was on high load, as well as th

Report - Cost Center/Cost Category Forecast

Published August 13th, 2025 by Daniel White

This type of report shows all planned and actual costs for contract items. It can be filtered by: Year Status of contract items Contract Cost center/cost category This report analyzes costs only for those contract items that meet the following condition: a contract item needs to have bookings that are linked to a ledger account which is linked to a

Creating email templates

Published July 5th, 2025 by Daniel White

In email templates, you save standard texts for the subject and the message. When you write a new email, you can link it to an email template; the standard texts are then placed in your email and can be edited if necessary. If a sender address was configured in the template, it will also be replaced in the email dialog. Go to Matrix42 Software Asset

What is the AIOS Connectivity add-on

Published July 14th, 2025 by Daniel White

The AIOS Connectivity add-on is a foundation for all AI features based on the LeftShift One services. In order to download the AIOS Connectivity extension, you need to have the AI Subscription certificate for your Matrix42 Enterprise Service Management. To receive the certificate, please contact Matrix42 Sales department

What is an environment

Published August 12th, 2025 by Daniel White

Overview The environment configuration item allows you to group computers and users according to specific operational purposes. Examples could be industrial devices used in manufacturing, computers used by a software development department, training equipment or software testing laboratory. Defining environments helps you group your assets for more

Version 1.3.0012

Published July 3rd, 2025 by Daniel White

Installation and update requirements Enterprise Service Management Platform Version 12.0.1.1133 or higher Feature French language Support Show current version in update wizard Provide detailed result for installed remote agents with double click on pie chart Show Remote Assistance Action in all applications, like UEM, Queue Management, etc. New Remo

Importing material records

Published August 13th, 2025 by Daniel White

Overview You can add material records manually and import them in bulk in the Contracts application under Procurement > Material. Running the Import action Execute the Import Materials action under the Procurement > Material navigation item: The Quick Import wizard will open. On the first page keep the Use existing import definition checkbox s

Change request

Published July 6th, 2025 by Daniel White

Overview A change request is a planned, usually extensive, change to a system. The purpose of a change request is to remove the cause of a problem. The progress of a change request is predominantly workflow-driven after it was agreed by change management (for more information, see Workflow-Based Change Management Process). If a change request is in

Working with problems

Published July 8th, 2025 by Daniel White

Overview A problem is an unknown cause of one or more actual or potential incidents. Problems are often first identified by the occurrence of several incidents with similar symptoms. Creating a Problem Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Problems. On the toolbar, click Add

How-To: Queue assignment based on quick calls

Published July 8th, 2025 by Daniel White

Starting with Matrix42 Enterprise Service Management 10.0.2 Enterprise Queue Management out of the box supports assignment of queues using the E-Mail Robot. For departments who want to use the Self Service Portal or Service Desk ticket functionality it might become handy to assign queues based on specific Quick Calls. The fact that workflows have be

Configuring Microsoft Azure settings for the E-mail Robot service connection

Published July 5th, 2025 by Daniel White

Overview If you wish to set up the E-mail Robot that will connect to an Exchange Online (previously Exchange / Office 365) or Microsoft Graph (previously Exchange / Microsoft Graph) mailbox, you need to configure the access to the Microsoft Azure portal. The configuration steps are as follows: previously Setting up the authentication and authorizati

Tracking working time

Published July 7th, 2025 by Daniel White

Learn how to manually track the time spent working on a ticket, incident, problem, change, or task. With Matrix42 Service Desk, you can track the time that you spend working on a ticket (incident, problem, change, or task) for statistical purposes. You can categorize your work on a ticket according to different types of activity. By default, time tr

Working with the imported data

Published August 17th, 2025 by Daniel White

Overview The data provider imports manufacturers and storage devices from the discovered inventory files. It also links storage devices to endpoint devices that exist in ESM if a match is found. Endpoint devices are matched by the DnsName attribute. Storage devices You can view imported data under the Storage Devices navigation item in the Assets ap

Chat Features

Published July 16th, 2025 by Daniel White

Available commands The only commands Marvin knows are ‘/help’, ‘/cancel’ and ‘/disconnect’. Besides the commands, Marvin works with intents. All three commands are also trained intents in the LUIS database. Means, if you type ‘I need some help.’, the help of Marvin should be prompted to the user. This is the same behavior as if a user would type the

Working with Team Duty Roster and My Duty Roster

Published July 15th, 2025 by Daniel White

Overview Service Desk Duty Roster is a calendar with assigned tasks, planned events, and activities. The Duty Roster allows managing, planning and previewing the one-time activities and, unlike the schedule, is not intended for recurring events. The Field Service Management tool-set allows planning the events by the team manager in the Team Duty Ros

Frequently Asked Questions

Published July 2nd, 2025 by Daniel White

Frequently asked questions for AI Assist for Service Desk. This section covers the most frequent questions extracted from our customer base. What are the supported deployment options? Any combination works unless your Enterprise Service Management environment does not allow external access or you are not able to use public cloud services. Can we hos

Installation

Published July 16th, 2025 by Daniel White

PreRequisites A Matrix42 Account is required to access Matrix42 Marketplace. If you do not have a Matrix42 account, please register your personal account at https://accounts.matrix42.com/my/register. A license in form of a CERTIFICATE file is needed for installing and configuring Marvin. To receive a license, log in to the Matrix42 Marketplace to pu

How the dependency mapping works

Published July 14th, 2025 by Daniel White

Overview When you run the Show Dependency Map action for a selected object, a wizard opens. It displays a diagram of relations between the selected record and other records that are eligible for dependency tracking. Show Dependency Map action The Show Dependency Map action is available in the actions menu and in a dialog of an object. The following

Matrix42 Approvals App Features

Published July 5th, 2025 by Daniel White

Overview Matrix42 Approvals app has a set of cross-platform features that are common for all mobile devices both on iOS and Android. The only difference is the Predefined Server URL that is pre-filled in the managed devices and not available for the manually installed Matrix42 Approvals app. Approvals App Features Predefined Server URL Approvals ap

Matrix42 Approvals App Configuration with Silverback

Published July 5th, 2025 by Daniel White

Overview On this page, you may find how to configure the predefined Server URL for Matrix42 Approvals app with Silverback depending on the mobile operating system. Setup Silverback to configure Approvals application for iOS To add the Document application for iOS into Silverback please follow this guide. Then add the newly created application to

Prerequisites for VMware vCenter Inventory

Published September 29th, 2025 by Daniel White

Overview This document provides reference information on the data provider Inventory of VMware vCenter. VMware vCenter data provider is able to collect information about virtual machines. Supported Versions Following versions of ESXi and vCenter have been tested and are supported by the VMware vCenter data provider: Version 8.0 Update 3 Version 8.0

Requirements

Published July 16th, 2025 by Daniel White

Goal Marvin is delivered by an out-of-the-box experience and needs only a few requirements fulfilled. This article will help you to understand and ensure fulfillment of the requirements needed to use Marvin in your environment. Matrix42 Service Management Please ensure you have Enterprise Service Management v9.1.1 or later installed and it is access

Link schema setup to open Approvals App

Published July 5th, 2025 by Daniel White

Overview Users can receive links on the mobile devices with installed Matrix42 Approvals app from other sources, like email, or the link to the order details page can be sent directly. To open such links in the Matrix42 Approvals they should have a specific structure depending of the mobile platform. Setup Link Schema withorderObjectIdto open Approv

Installation and Configuration

Published July 14th, 2025 by Daniel White

Empirum Provisioning Extension This guide describes the installation, configuration and migration from Empirum Connector Installation You can install the Empirum Provisioning Extension from the Extension Gallery. Open the Administration application and go to Extension Gallery. You need to log on with a Matrix42 user account to acces the Matrix42 Ext

Creating the service connection for Adobe Data Provider

Published August 15th, 2025 by Daniel White

Overview The integration option is available for Adobe enterprise customers only (Creative Cloud for enterprise plans). A service connection allows you to establish access to the Adobe User Management API and obtain data from it without sharing the credentials. A service connection is configured once by an administrator and then it can automatical

Managing queue profiles

Published July 8th, 2025 by Daniel White

Queue profiles are used to manage the responsibility of a queue and the visibility of activities assigned to or created in the queue. The EQM Management role is meant to be used for overall management of queues. An additional security role assignment needs to be in place in case members of the EQM Management role need to work on activities. Adding

Running the scripts on Windows

Published August 17th, 2025 by Daniel White

The scripts need to run on every system with Oracle databases and/or Java. If it is a virtualized system, then these must also be run on the "host" system. Exception: VMware. For VMware "hosts" please use the Dataprovider VMware. After the installation of the "Oracle Compliance" extension, the scripts can be found in the folder Matrix42\Matrix42 Wor

Creating the service connection for Microsoft 365 License Assignment

Published July 15th, 2025 by Daniel White

Overview Matrix42 Enterprise Service Management contains the Microsoft 365 service. This service is needed for creating a service connection to Azure Active Directory portal. To create a service connection, take the following steps: Configure the authentication and authorization settings for integration on Azure Active Directory portal. Create a ten

Self-Service Portal Auto-Discovery

Published July 16th, 2025 by Daniel White

Service Management Auto-Discovery To increase the user experience for customers during account linkage Service Management auto-discovery can be configured. The domain admin can create a TXT record on the DNS to support auto-discovery for users with matching email domains. Use Case: User arthur.admin@imagoverum.com should benefit from the auto-discov

Mobile device management process for AirWatch: Walkthrough

Published November 17th, 2025 by Daniel White

In this walkthrough, we will describe the entire mobile device management process for AirWatch. This process consists of the following steps: Configuring the MWM AirWatch Data Provider. Importing mobile devices and applications. Adding the mobile device enrollment and application installation services to catalogs. Ordering the mobile device enrollme

Empirum Service Provisioning Extension Overview

Published July 14th, 2025 by Daniel White

The Empirum Service Provisioning Extension allows the creation of software services from Empirum packages and provides the required provisioning workflows to enable customers to offer software services in the Self Service Portal. It replaces the formally included Empirum Connector and uses the newer DWP features to allow hybrid deployment scenarios

Create Service Action

Published July 14th, 2025 by Daniel White

Manually create service from Empirum Package The action "Create Service" is available on Empirum software packages in the UEM and Service Catalog apps. Purpose The action creates a service which can be used for further refinement. It retrieves the base information and the provisioning information required to use the service as a software service in

Data displayed on Duty Roster Dashboard

Published July 15th, 2025 by Daniel White

Duty Roster Dashboard is an area of the Service Desk application that allows assessing and improving the team’s performance by the following key factors: capacity: the dashboard visualizes the person’s workload and availability for the week; bottlenecks: immediate identification and management of the overlapping tasks in the personal schedule; skill

Required Network Configuration

Published July 15th, 2025 by Daniel White

Traffic overview For images and icons to be displayed correctly in the chat, outgoing traffic to https://*.(westeurope/northeurope).a...ntainerapps.io must also be authorized for users.In the opposite direction, the publicly visible Enterprise Service Management URL has to be provided at the VSA Basic configuration dialog. In addition outbound and i

How to import scan files manually

Published August 17th, 2025 by Daniel White

Introduction This article describes how to transfer the Oracle data into the Matrix42 Enterprise Service Management application. Starting with version 3.8 it is possible that the results of the data collection scripts are automatically uploaded to the ESM App server using https. To configure this option, please refer to Setting up your system to aut

Working with data imported to Enterprise Service Management

Published July 15th, 2025 by Daniel White

Overview By default, the SDDM Import data provider imports objects from FireScope into the SDDM Staging Area navigation items in the Assets application. If the Enable import checkboxes are selected on the CI Settings, Service Groups Settings and Dependencies Settings pages of the data provider configuration, corresponding ESM objects are created as

Installing and configuring the Matrix42 Empirum Inventory data provider

Published August 16th, 2025 by Daniel White

Overview The Empirum Inventory data provider imports devices, applications and fingerprints from the Matrix42 Empirum service. Please note that there are functional limitations. Installation Configuration Migration from legacy connector Installation You can install the Empirum Inventory data provider from the Extension Gallery. Open the Administra

Configuring and running the Microsoft 365 Inventory data provider

Published August 16th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Microsoft 365 Inventory data provider for editing. Create a new configuration in the Configurations grid. On the General page: Select the Enable import checkbox. Select the Microsoft 365 (Microsoft 365 Inv

How to import scan files from a remote folder

Published August 17th, 2025 by Daniel White

Overview The Upload Oracle Data Collection Results data provider is installed along with the Oracle Compliance add-on from the Extension Gallery. It uploads files generated by the Oracle data collection scripts to the Matrix42 Enterprise Service Management server. The data provider uses the Matrix42 worker to collect files and upload them to the sys

Charts in Assets

Published August 12th, 2025 by Daniel White

This dashboard is relevant for Enterprise Service Management up to version 12.1.1. Home Computer Inventory Actuality This horizontal bar chart groups computers by the date of their last inventory. This date is displayed on the preview of a computer dialog in the Last Scan field. Click on a quarter of the year to see a list of relevant computers. C

Limitations of the Empirum Inventory Data Provider

Published August 16th, 2025 by Daniel White

Overview The Empirum Inventory data provider can be used for importing computer devices and software installations. It can be used in combination with the Enterprise Service Bus (ESB) to get very fast updates on hardware and new or removed devices as well as nightly updates of the software installations for software asset management. The Empirum Inv

Archive of Release Notes for Oracle Compliance

Published August 16th, 2025 by Daniel White

Version 3.11 Improvements Windows Data Collection scripts: new optional Parameter to run the powershell scripts regarding execution policy Version 3.10 Fixed problems PRB37337: Oracle Compliance does not detect Java products N/A: fixed an issue with the generation of the Java Inventory result for Unix/Linux Version 3.9 Improvements Recognition of Or

Managing Oracle GLAS (Global License Advisory Services) exports

Published August 17th, 2025 by Daniel White

Overview Matrix42 Oracle Compliance has been verified by Oracle to provide data sets for Java installations, Oracle databases and options, as well as for Oracle Fusion Middleware products that Oracle will accept whenever accurate measurement data is needed and can be used as an alternative to installing Oracle's own measurement tools. This article d

Empirum inventory attribute mapping

Published August 16th, 2025 by Daniel White

Summary This article contains attribute mapping for the Empirum Inventory Data Provider. It lists all attributes that are imported or updated by the Empirum inventory for the following configuration items: Computers, Network Devices, Printers, SKUs (as part of import of Empirum devices), Services. Computer Rules By default computers from Matrix42 Em

Managing currencies

Published August 23rd, 2025 by Daniel White

Overview Currencies are managed in the Master Data application under Means of Payment: The Currencies navigation item allows managing currencies of the system and managing currency exchange rates manually or run an import definition. The Currency Exchange Rates navigation item lists all available in the system currency exchange rates. You can enter

Running the scripts on Unix/Linux

Published August 17th, 2025 by Daniel White

Use root user The scripts need to run on every system with relevant Oracle products. If it is a virtualized system, then these must also be run on the "host" system.Exeption: VMware. For VMware "hosts" please use the Dataprovider VMware. After the installation of the extensions all scripts can be found in the folder Matrix42\Matrix42 Workplace Manag

The Send E-Mail action

Published July 6th, 2025 by Daniel White

Overview This page describes how to configure and send e-mails manually from the Matrix42 Software Asset & Service Management platform. Prerequisites Enable e-mailing: enable e-mail sending option and specify the basic e-mailing configuration in the global system settings of the Administration application. E-mails processing mode: choose the e-

How to enable Remote PowerShell for Oracle Java scanning on Windows

Published August 17th, 2025 by Daniel White

Goal This article explains how to enable Remote PowerShell on Windows machines, setting "localhost" as the only trusted host. This configuration is necessary to safely scan computers running Windows for Oracle Java executables. The machine configuration can be accomplished through a Group Policy. For additional details, please refer to Microsoft onl

Managing locations

Published August 23rd, 2025 by Daniel White

Overview In a hierarchical structure, locations represent your company's branches across regions, countries, cities, etc. The Global location is generated during the installation, is the uppermost element in the location hierarchy, and must not be deleted. The configuration items that are not explicitly assigned to another location belong to the Glo

Configuring the SAP Compliance data provider

Published August 17th, 2025 by Daniel White

Overview This data provider enables the integration with the samQ solution that provides data on usage of SAP products. samQ is a solution for license metering and license optimization from VOQUZ Solutions. Installing the SAP Compliance data provider The SAP Compliance data provider is delivered as an add-on to Matrix42 Enterprise Service Managemen

Managing organizational units

Published August 23rd, 2025 by Daniel White

Overview Organizational units represent the organizational structure of your company. This structure can be a hierarchy and typically includes the following elements: Independent organizational units (for example, subsidiaries) Business and functional divisions Departments Groups and teams In a hierarchical structure, organizational units represent

Ensuring compliance of Azure Hybrid Benefit for SQL Server virtual machines and database services

Published August 17th, 2025 by Daniel White

Introduction Matrix42 Enterprise Service Management allows you to keep track of compliance regarding the usage of Azure Hybrid Benefits licenses for SQL Server virtual machines and database services. The Azure Inventory data provider imports SQL servers, SQL managed instances, SQL elastic pools, SQL databases and SQL virtual machines. To trigger an

Backlog

Published July 6th, 2025 by Daniel White

Overview The Backlog page offers a quick, efficient view of all Incidents , Service Requests , Tasks , and Tickets , allowing support agents to prioritize and address them in a timely manner: The Backlog shows the following information for the displayed items: Ticket ID Summary Priority Status User Responsible Role Created Process Until Queue categ

Monitoring end of life for assets

Published August 12th, 2025 by Daniel White

Overview Assets in use are subject to regular replacement due to technical obsolescence as well as wear and tear. The system monitors the planned end-of-life to better manage planning of new purchases and replacements. The planned end-of-life of every asset is determined by the scheduled Asset Manager – Data Batch Processing engine activation, which

Identifying imported mobile devices and their users

Published August 12th, 2025 by Daniel White

This section describes how Matrix42 Enterprise Service Management identifies mobile devices that are imported from Silverback. Besides, it describes how Matrix42 Enterprise Service Management identifies users of mobile devices that are imported from Silverback and AirWatch. Silverback: identifying imported mobile devices When identifying the importe

How to connect to Linux/Unix system from Windows using SSH

Published August 21st, 2025 by Daniel White

To successfully connect to a Linux/Unix system, you need the following software products: PuTTY, PuTTYgen, WinSCP. Creating SSH keys with PuTTYgen To create an SSH RSA key pair with PuTTYgen: Start PuTTYgen. Click Generate. By default, PuTTYgen generates a 2048-bit SSH-2 RSA key. Move the mouse around in the blank area to provide randomness for th

General information about data collection

Published August 17th, 2025 by Daniel White

This article explains what kind of data the add-on collects and how it processes the data. System information Oracle Compliance collects data about Oracle Database products, Java, Fusion Middleware, operating systems, CPU resources, hardware models, etc. Matrix42 Oracle Compliance has been verified by Oracle to provide data sets for Oracle Java and

Collecting data from Oracle databases

Published August 16th, 2025 by Daniel White

Overview As part of the data collection, the Oracle databases are automatically queried as well. Querying the databases as part of the system scan is configured out-of-the-box with "OS-Authentication", therefore no special user needs to be deployed in the databases in order to retrieve all the necessary information. The scripts detect all instances

Managing cost centers

Published August 23rd, 2025 by Daniel White

Overview A cost center is an operating unit that is used for controlling business processes and related expenses. If an object is assigned to a cost center, it means that all costs associated with the object will be allocated to this cost center. Besides, cost centers are used for creating cost plans and monitoring them in the course of a business y

UEM Mode

Published August 12th, 2025 by Daniel White

This article applies to Enterprise Service Management version 9.1.3. Overview UEM stands for "Unified Endpoint Management" and reflects the fact that modern operating systems and devices support automated management in both legacy Configuration Management and Mobile Device Management (MDM). In the beginning, MDM was limited to smartphone and table

Managing assignment of principal user for computers

Published August 12th, 2025 by Daniel White

Overview Assignment of a principal user for computers can be performed both manually and automatically. Having a correctly assigned principal user is essential for computers in terms of such processes as ordering services, creating license requirements, license entitlement, and reporting incidents. Automatic assignment of principal users Principal u

Report - Asset Inventory

Published August 12th, 2025 by Daniel White

Overview This report displays a list of all assets registered in the system, apart from complex systems. It can be filtered by the pre-defined values of the following attributes: Device Type (it is the value from Type in the SKU dialog) Configuration Item (type of asset) Asset State (status of asset) You can also filter the report by entering indiv

Creating the service connection for Microsoft 365 Inventory

Published August 16th, 2025 by Daniel White

Overview The Microsoft 365 Inventory add-on uses the Microsoft Entra ID service. This service is needed for creating a service connection to Azure Active Directory portal. To create a service connection, take the following steps: Configure the authentication and authorization settings for integration on Azure Active Directory portal. Create a tenant

Requesting requisitions for stock keeping units

Published August 13th, 2025 by Daniel White

An acquisition of goods or services is preceded by planning. In the system you can plan acquisitions by running the Request Requisition action. This way you can create a draft contract item for the procurement of the selected stock keeping unit. Being part of a contract, contract items are planned and then executed during the contract's lifecycle. Y

Creating the service connection for Azure Hybrid Benefit data providers

Published October 13th, 2025 by Daniel White

Overview A service connection allows you to establish access to Microsoft Azure portal and obtain data from it without sharing the credentials. A service connection is configured once by an administrator and then it can automatically use a service for obtaining data. The Azure Hybrid Benefit add-on contains an Azure Hybrid Benefit service. This serv

Tracking costs for contract items

Published August 13th, 2025 by Daniel White

Overview The Costs chart is displayed in a contract item’s preview and visualizes the related financial data. This data is obtained from all cost plans and bookings of this contract item. Analyzing costs for a contract item To access the charts: Open the Contracts application and go to the Purchase Contracts > All Contract Items navigation item.

Report - Server Documentation

Published August 12th, 2025 by Daniel White

Overview This report displays a list of all servers that have been imported using the Datacenter Inventory data provider and detailed information about these servers. If the report is not filtered, it shows all attributes for all servers. However, it can be filtered by: Server Name (name of the asset) Attribute Category (Account List, BIOS, etc) Dat

Viewing the dependency map for objects

Published August 17th, 2025 by Daniel White

Overview The Show Dependency Map action becomes available after you install the Infrastructure Forensics package from the Extension Gallery. Running this action opens a diagram that shows how the selected object is connected to other objects in the system. This is very useful when some kind of failure occurs and you need to check all related objects

Dashboard in Assets

Published August 12th, 2025 by Daniel White

This dashboard is relevant starting from Enterprise Service Management version 12.1.2. Overview The dashboard located in the Assets > Home navigation item provides insight into key asset management metrics. Cards and charts display the relevant analytics for assets. Each card shows a number of identified records according to the set criteria. C

Setting dependencies and using the Show Dependencies action

Published August 12th, 2025 by Daniel White

Overview For most assets in the system you can add a connection to another object on which this asset depends. This option is available on the Service Desk > Dependencies tab for the following assets: Computers Peripheral devices Network devices Universal assets Often this option deals with dependencies between services and assets. For example,

Processing orders

Published July 5th, 2025 by Daniel White

Order & Booking Lifecycles Read this section to learn about statuses that Matrix42 orders and bookings go through as they progress through their lifecycles. An order contains one or more service bookings. Each booking corresponds to an order item.Learn more about orders and bookings in Matrix42. An order proceeds to the next progress step (e.

Requesting requisitions for software products

Published August 13th, 2025 by Daniel White

An acquisition of goods or services is preceded by planning. In the system you can plan acquisitions by running the Request Requisition action. This way you can create a draft contract item for the procurement of the selected software product. Being part of a contract, contract items are planned and then executed during the contract's lifecycle. Req

Configuring and running the Adobe Data Provider

Published August 15th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Adobe data provider for editing. Edit the default configuration from the Configurations grid. On the General page: Make sure the Enable import checkbox is selected. Select the Adobe service connection in t

Synchronizing purchase requisitions

Published August 13th, 2025 by Daniel White

Normally, requisition is done through the company's dedicated enterprise resource planning (ERP) system. As the purchase requisition must be handed over to this system, the implementation must entail a transfer (export/import) of the records. While there is no active standard interface for this, due to the great variety of such systems, the relation

Attribute mapping for Adobe Data Provider

Published August 15th, 2025 by Daniel White

Summary This article contains attribute mapping for the Adobe Data Provider extension. It lists all attributes that are imported or updated by the data provider for subscriptions managed as licenses in the system and subscribers. Subscribers are imported as a multi fragment of the license object. The SaaS Import package is installed as part of the e

Sorting services by relevance in Portal

Published July 9th, 2025 by Daniel White

Overview You can sort Services in Self Service Portal > Catalog by Relevance: most relevant to least relevant to the current user (ascending order) and least relevant to most relevant (descending order). Catalogs ranked # 1 are the most relevant. Additionally, if you use the Search text at the top of the page, the search key relevance index is ca

Charts for the Microsoft 365 Inventory

Published August 16th, 2025 by Daniel White

After the import of the Microsoft 365 inventory finishes, you can review the data about actual usage of Microsoft 365 applications on the Home > Saas page of the Licenses application. Redundant Assignments per Subscription This horizontal bar chart displays the number of redundant user assignments per each subscription. Click on a subscription to

Uninstalling the Microsoft 365 Inventory data provider

Published August 16th, 2025 by Daniel White

Overview You can remove the Microsoft 365 Inventory add-on by using the standard Uninstall Package action. In the Administration application, go to Extensions > Installed Packages, click Microsoft 365 Inventory in the grid and run the Uninstall Package action. A wizard will open where you can uninstall the package. What data is removed and what i

Permissions to previews available in the Contracts application

Published August 12th, 2025 by Daniel White

This article lists all previews that are restricted by application and available in the Contracts application; i.e., these previews are accessible only from the specified applications. Previews available to everyone The following previews are available in the Contracts application to all users: Announcement Preview Appointment Preview Business Conta

Identify Unassigned and Unused SaaS Subscriptions

Published August 14th, 2025 by Daniel White

Overview Unassigned and unused subscriptions can become an unnecessary expense for your organization, especially if you do not track and handle them regularly. Checking activity for subscriptions and applications in the environment can help cut costs in many ways. For example: Cancel unused or not needed subscriptions to avoid overspending Reassign

Access to navigation items: Roles 1 - 5

Published September 19th, 2025 by Daniel White

Tabulators Service Delivery Management Service Catalog Management Field Service AD Administration AD Connector 1 2 3 4 5 Self Service Portal • • • • • Self Service Portal > Home • • • • • Self Service Portal > Home > Decide • • • • • Self Service Portal > Home > Address Book • • • • • Self Service Portal > Workplace • • • • • Sel

Ordering a notebook in Self Service Portal

Published November 18th, 2025 by Daniel White

Walkthrough In this example, we will order a notebook at the Matrix42 Self Service Portal. The end user logs in to the Matrix42 Self Service Portal and clicks Catalog in the navigation area. In the Search Text field located at the top of the screen, enter "notebook" and press <Enter>. The Demo Notebook will appear under Search Results. To orde

Service types

Published September 26th, 2025 by Daniel White

This page describes available types of Self Service Portal services and provides examples of such services, their purchase particularities and selected for the shopping cart product items adjustments. Details Apart from regular simple service items categorized by such types as software, hardware, etc., Self Service Portal registered users can place

Release Notes for Matrix42 Enterprise 25.4

Published August 20th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes, database schema changes and known issues of this release. Product maintenance for versions 11.0 and 12.0 is affected! Please carefully read information in chapter Product Maintenance. We Want Your Feedback: Help Us Improve You

System requirements for Oracle database and Datacenter compliance

Published October 13th, 2025 by Daniel White

Software Asset Management Product version Your Software Asset Management system must be version 8.0 or higher. We recommend that you use the latest product version. License certificates You need the following license certificates that must be imported into your Workspace Management system: m42LicenseManager m42ServiceManagementPlatform m42OracleData

Monitoring SaaS Applications usage

Published August 15th, 2025 by Daniel White

Overview The SaaS Application section under Technical Inventory provides a centralized overview of all contractually purchased SaaS applications in your environment, showing user activity, yearly cost, and more. This section contains two tables: SaaS Subscriptions: Displays information related to all available SaaS applications. Tags: Lists all curr

Ordering software in Self Service Portal

Published November 18th, 2025 by Daniel White

Walkthrough In this example, we will order an operating system at the Matrix42 Self Service Portal. The example includes instructions on how to select a technical target. The end user logs in to the Matrix42 Self Service Portal and clicks Catalog in the navigation area. In the Search Text field, enter "operating system" and press <Enter>. The

Permissions for navigation items in the Contracts application

Published August 12th, 2025 by Daniel White

Roles 1 to 7 Administration Compliance Management Contract Management Everyone Executive Management Financial Accounting IT Asset Management Home • • • • • Announcements • • Collaboration • • • • • Collaboration > Tasks • • • • • Collaboration > Calendar • • • • • Collaboration > Notes • • • • • Master Contra

Discover Shadow IT

Published August 14th, 2025 by Daniel White

Overview Shadow IT is comprised of, among other things, the unauthorized use of cloud applications without formal IT approval. These tools are typically discovered through employee browser activity, SSO logins, or invoice analysis, which reveal unmanaged or rejected applications. The appropriate handling of Shadow IT within your organization can hel

Database Schema Changes 11.0.x

Published July 11th, 2025 by Daniel White

Version 11.0.2 Release 11.0.2.3650 (LTSB, 04.06.2025) New Attributes Table Attribute SPSGenericConnectorClassLDAP EnableFullImport Release 11.0.2.3591 (05.02.2024) New Attributes Table Attribute SPSConnectorClassBase Licensed SPSGenericConnectorClassBase Licensed Release 11.0.2.3581 (04.01.2024) New Attributes Table Attribute SPSRatingSummaryClas

Settings for Asset Management

Published August 12th, 2025 by Daniel White

OVERVIEW Click the Settings navigation item in the Assets application to see a preview of current system settings. Click Edit to adjust the settings. Asset Management Status Values Relevant for End-of-life Monitoring Select the statuses that will be considered when determining the planned end-of-life for assets. If another status is assigned to an a

Permissions for navigation items in the Assets application

Published August 12th, 2025 by Daniel White

Roles 1 to 5 Administration Compliance Management Executive Management IT Asset Management License Management Home • • • Announcements • • • Collaboration • • • • Collaboration > Tasks • • • • Collaboration > Calendar • • • • Collaboration > Notes • • • • Environments • • • Workplaces • • • • • Complex Systems • • • •

Features of Field Service Management

Published July 15th, 2025 by Daniel White

Overview Field Service Management is a tool-set in the Service Desk application allowing team managers to plan the team’s work, track the demand, qualify and dispatch the work items according to the individual’s skill set and track the team's workload: All these goals are achieved by several newly introduced working areas, each aimed at a specific p

Searching for incidents

Published July 7th, 2025 by Daniel White

To search for a specific incident: Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Incidents. In the action pane, click Search Incidents. An input wizard opens. If you remember the summary of the incident that you are looking for, enter it in the Text field. When you start the search

Database Schema Changes 10.1.x

Published July 11th, 2025 by Daniel White

List of database schema changes for Enterprise Service Management 10.1.x Version 10.1.1 Hotfix 10.1.1.3378 No database schema changes have been made in this version Hotfix 10.1.1.3373 New Attributes Table Attribute SPSGlobalConfigurationClassMailBox MarkIgnoredEmailsAsRead SPSGlobalConfigurationClassMailBox MoveToFolderIgnored SPSGlobalConfig

Permissions to dialogs available in the Contracts application

Published August 12th, 2025 by Daniel White

This article lists all dialogs that are restricted by application and available in the Contracts application; i.e., these dialogs are accessible only from the specified applications. Dialogs available to everyone The following dialogs are available in the Contracts application to all users: Airwatch Enrollment Dialog (Provisioning) AirWatch Install

Permissions to actions available in the Assets application

Published August 12th, 2025 by Daniel White

Unless stated otherwise, actions Add, Delete, Edit, and Export are available to users of all roles. Environments Administration Compliance Management Contract Management IT Asset Management License Management Operation Environments > History • • • • Environments > Change Ownership • • • • • • Workplaces Administration Compliance Mana

Task

Published July 6th, 2025 by Daniel White

Overview A Task is an instrument that is used in the division for coordination of teamwork and delegation of work. It can also be used for your own re-submissions. Tasks can also be sub-elements of Incidents, Problems, or Changes. As a result, several people can easily work on complicated tasks. A new Task can be created from the Backlog or the Serv

Permissions to previews available in the Assets application

Published August 12th, 2025 by Daniel White

This article lists all previews that are restricted by application and available in the Assets application; i.e., these previews are accessible only from the specified applications. Previews available to everyone The following previews are available in the Assets application to all users: Announcement Preview Appointment Preview Booking Preview Busi

Solved Problems 9.1.x

Published July 14th, 2025 by Daniel White

List of solved problems for Software Asset & Service Management 9.1 including all updates. Version 9.1 Update 3 Hotfix 9.1.3.2920 (13.04.2021) Problem Description PRB35736 Hyper-V Data Provider does not import motion history PRB34887 Error message, during reservation of a license for assets Hotfix 9.1.3.2918 (27.01.2021) Problem Description PRB3

Solved Problems 10.1.x

Published July 13th, 2025 by Daniel White

List of solved problems for Enterprise Service Management 10.1.x including all updates. VERSION 10.1.1 Release 10.1.1.3398 (06.03.2023) Problem Description PRB36163 Invalid quantity of service allowing multiple bookings after clicking on [-] PRB36831 When worker count >1 installed (with Workflow / Mail Engine) causing blocking/deadlocks on dbo.Qu

Enabling EQM

Published July 8th, 2025 by Daniel White

EQM needs to be enabled once for the whole organization. This can be done using the Enable EQM action in the Service Desk application → Global Systems Settings → Enable EQM: Once the action is executed, a wizard will guide you through the enablement steps. The steps of the wizard depend on whether a queue profile (1) is created or not. Details on ho

Solved Problems 11.0.x

Published July 14th, 2025 by Daniel White

List of solved problems for Software Asset & Service Management 11.0.x including all updates. Version 11.0.2 Release 11.0.2.3650 (04.06.2025) Problem Description PRB37795 Related Objects no more existent after archiving incidents/tasks/etc. PRB38157 Service Catalog -> OverView -> Orders per Month leads to performance issues PRB38697 No

Ticket lifecycle

Published July 6th, 2025 by Daniel White

Overview The diagram below describes a typical lifecycle of a Ticket from an Incident to a Change; the process is described without Tickets and Service Requests enabled. Read about how to activate support for Tickets & Service Requests and how to manage Tickets, Incidents & Service Request in the Types of Tickets section of this User Guide.

Release Notes for MS Teams Collaboration for Service Desk Agents

Published July 15th, 2025 by Daniel White

Version 0.9.0004 The extension enables Service Desk agents to directly contact ticket related users by using their Microsoft Teams client.

Service time profile

Published July 6th, 2025 by Daniel White

Overview A service time profile defines service times, location, and time zone for the service level and field service management. General Name Internal name of the service time profile. Status State of the service time profile. Only active service time profile can be selected in the service level. Time Zone Time zone for which the service time prof

Announcement

Published July 6th, 2025 by Daniel White

Configuring the announcements for the Self-Service Portal, Service Catalog, and Service Desk Home pages. Overview Announcements contain information about planned maintenance work, current system failures, or other news that are relevant for your end users. All the announcements are managed on the Announcements page in the Matrix42 Service Catalog an

Required permissions

Published July 15th, 2025 by Daniel White

Provisioning Workflow - Assign Azure Active Directory Group uses Microsoft Graph API. Calling this API requires one of the following permissions. Permission type Permissions (in ascending order of privilege) Delegated (work or school account) GroupMember.ReadWrite.All, Group.ReadWrite.All, Directory.ReadWrite.All Delegated (personal Microsoft accou

How to configure a service for assigning accounts to an AAD group

Published July 15th, 2025 by Daniel White

After you have installed the Provisioning Workflow - Assign Azure Active Directory Group package, you will need to configure a corresponding service: Open the Service Catalog application. Create a service with the "Assign to AAD Group" name. On the General tab, select Operational in the Status field. On the Provisioning tab, fill in the following fi

Skills management

Published August 15th, 2025 by Daniel White

Overview Skill is a particular category of knowledge, abilities, and experience necessary to perform a task. A clearly defined in the system skill-set allows effectively asses the expertise of an employee and dispatch the relevant work items according to the task requirements. Skills functionality is provided in the out-of-the-box version of the Mat

LIS Online update architecture

Published July 9th, 2025 by Daniel White

Introduction The License Intelligence Service (LIS) is a function used to assign fingerprints and licenses to the respective software products. In this process, the LIS provides a list containing all known applications and their software products. Matrix42 keeps the LIS data up to date on a regular basis and hosts it on a server accessible to custom

The Change Status action for endpoint devices

Published August 12th, 2025 by Daniel White

Overview You can change the status of the endpoint device by using a wizard. By applying this action, you can also change the status for related peripheral devices. When you create a computer, you assign a status within the edit form. However, if you want to set another status for an existing computer, you must use the Change Status action. A wizard

Note

Published July 6th, 2025 by Daniel White

Overview A note is a comment that is normally made in the context of a contractual agreement, an appointment, or a task. General Subject: Enter the subject or title. Effective Date: Date on which this note takes effect. Status: Current status of the note. Type: Type of the note. Category: Category of the note that will help you organize your notes.

Version 3.28.0009 (macOS)

Published July 4th, 2025 by Daniel White

MacOS M42 FastViewer Web Console & M42 FastViewer Extension for ESMP Features The Remote Agent now supports Remote Control access, Bash, and Filesharing for: M42 FastViewer Web Console M42 FastViewer Extension for ESMP Known Issues Remote upgrades and downgrades for macOS are not yet supported in the "M42 FastViewer Web Console" & "M42 FastV

What is the Provisioning Workflow - Assign Azure Active Directory Group add-on

Published July 15th, 2025 by Daniel White

If your instance of Matrix42 Enterprise Service Management is integrated with Azure Active Directory, you can assign AAD accounts to AAD groups by using Service Catalog services. To use this feature, you need to install the Provisioning Workflow - Assign Azure Active Directory Group package from the Extension Gallery. This package contains the Provi

Service Level Agreement (SLA), Operation Level Agreement (OLA), Underpinning Contract (UC)

Published July 6th, 2025 by Daniel White

Support Agreements - SLA, OLA, UC - Defined A Service Level Agreement (SLA) is a contract between an internal service provider and an external end customer. Service Level Agreements define the range and quality of the covered services. Within the Service Desk, SLAs especially define the time spans in which tickets must be accepted and solved in orde

Known errors

Published July 6th, 2025 by Daniel White

Overview The Known Errors search page is a specific view of all problems that were closed with the reason Workaround or Known Error. Known Errors All: Shows all problems that were closed with the reason Workaround or Known Error. With Workaround: Shows all problems that were closed with the reason Workaround. Without Workaround: Shows all problems t

Appointment

Published August 19th, 2025 by Daniel White

Overview An appointment is an instrument for fixing and coordinating future events such as meetings, telephone calls, audits, etc. at the scheduled time. For preparing and editing an appointment, you can create tasks and notes that are saved with the corresponding appointment. General Subject Enter a subject or title. Start Date and End Date Dates w

Knowledge base article

Published July 6th, 2025 by Daniel White

Overview Knowledge base (KB) is a database that contains problem solutions, articles, white papers, and user manuals. It is a collection of instructions and solutions that are classified by subject. For example, solutions are classified by category or step-by-step instructions for specific tasks. General Subject: Subject or title of the KB article.

Problem

Published July 6th, 2025 by Daniel White

Overview A problem is an unknown cause of one or more actual or potential incidents. Problems are often first identified by the occurrence of several incidents with similar symptoms. Problem can be manually created from the Service Desk → Problems → Add Problem action: General Summary: Brief description of the ticket. Category: Category for organizi

Working with the Workplace area

Published July 9th, 2025 by Daniel White

View the latest orders, services, hardware products, and change requests that were assigned to you. Overview All your orders, services, hardware, and change requests color-coded based on their statuses are displayed here. For example, notice in the screenshot below how your Pending orders are set out in blue, Provisioned orders are purple, and Fulfi

Version 3.28.0031 (Win)

Published July 4th, 2025 by Daniel White

Windows Bugfix Fixed a client crash that could occur, at the Session End Dialog. Fixed a Remote Agent reconnection issue that could occur, after the PC woke up from sleep/hybernation in certain scenarios. Additional bugfixes and improvements

Release Notes for Enterprise Service Management and Digital Workspace Platform 11.0.2

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Fixes Revoked Since 11.0.2.3591 Due to issue, solution for 2 product defects revoked: PRB37290: Active Directory sync removes members of AD groups if OU is renamed in

Setting permissions for scanning Azure subscriptions

Published August 15th, 2025 by Daniel White

For every subscription whose virtual machines and cloud services you want to import via the Azure Inventory extension, you need to set up access rights. Permissions required for scanning an Azure subscription To configure required permissions, open Subscriptions from Azure Portal home page and take the following steps for each subscription that wi

Viewing announcements

Published July 9th, 2025 by Daniel White

Overview You can view all actual available announcements of the company and search through them. Home Page By default, the Announcements are shown on the Home page of the Self Service Portal: Support Additionally, Announcements can be found in Support area of the Self Service Portal. Go to the Matrix42 Self Service Portal and click Support → Announc

Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.2

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Functional Changes This release provides a couple of functional changes - new features and improvements : Enterprise Service Management and Digital Workspace Platform

Submitting feedback to Matrix42

Published July 9th, 2025 by Daniel White

Matrix42 gives you an opportunity to rate our application and have your say in the way we develop it. The feedback feature is available in all Matrix42 Software Asset & Service Management applications. For new features and other suggestions on the Matrix42 Software Asset & Service Management improvement submit your comment on Matrix42 Ideas

Release Notes for Matrix42 Enterprise 12.0.5

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Functional Changes This release provides a couple of functional changes - new features and improvements : Feature List Display Expression for Person The display expre

Release Notes for Software Asset and Service Management 10.0 Update 1

Published July 13th, 2025 by Daniel White

About this Release Known Issues 10.0.1.3001 - Final Version Some few strings are missing localization (displayed in English) 10.0.1.2990 - Release Candidate 3 Enterprise Queue Management - Link to related objects shows Queue Items (273085) Enterprise Queue Management - Responsible Role from Profile not applied to activity (273088) License Requiremen

Handling activities

Published July 8th, 2025 by Daniel White

Using Enterprise Queue Management provides access to a variety of Activities which are outlined in below table including a short scenario when to use (based on a Facility Management queue). The Create KB Article action is disabled starting from version 12.0.2. Therefore creating and managing KB articles for queues is no longer supported. Activity

Attribute mapping for Azure Inventory data provider

Published August 15th, 2025 by Daniel White

What data the Azure Hybrid Benefit data providers import When executed, the data providers connect to Azure and retrieve the data about Azure resources and usage of Hybrid Use Benefits by them. The Azure Hybrid Benefit - Virtual Machines data provider imports virtual machines. It also creates stock keeping units and links them to corresponding virtu

Release Notes for Enterprise Service Management and Digital Workspace Platform 11.0.1

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Functional Changes This release provides a couple of functional changes - new features and improvements : Enterprise Service Management and Digital Workspace Platform

What is the SAP Discovery extension

Published November 18th, 2025 by Daniel White

Introduction This extension enables the integration between Matrix42 Enterprise Service Management and the SAP solution. You can install it from the Extension Gallery. The add-on contains the SAP Discovery data provider which imports SAP systems, instances, processes, and other relevant data. Installing the SAP Discovery extension automatically inst

Provisioning process

Published September 18th, 2025 by Daniel White

Overview Matrix42 provisioning workflows control the actual delivery of services and are intended for manual or automatic ordering of services, either by a support employee (manual) or by using the integration framework of Matrix42 Service and Software Asset Management (automatic). The provisioning workflow is defined on a per-service basis and is i

Settings for Master Data

Published August 15th, 2025 by Daniel White

Overview Click the Settings navigation item in the Master Data application to view and edit current settings. General Automatically apply change of ownership of person also to related user accounts Select the checkbox if changing of ownership for persons should also change ownership for all related accounts. Allow users to change personal data Selec

Release Notes

Published July 2nd, 2025 by Daniel White

Release notes for AI Assist for Service Desk. Version 1.1.1959 Improvements Internal improvements: Code quality and maintainability enhancements identified through static analysis. Bug Fixes Fixed an issue where the classification endpoint would report the following error: Each category must include at least one value. Feedback would not be preserve

Archiving outdated incidents

Published July 7th, 2025 by Daniel White

The number of outdated incident records is constantly increasing every day, and after years of usage, the system accumulates thousands of such records. Not many outdated incident records are actually used, whereas the remaining records, which are no longer used, have a negative impact on performance. For such cases, Matrix42 Enterprise Service Manag

Connect to Google Cloud Platform

Published August 15th, 2025 by Daniel White

Overview If you want to import your billing data from Google Cloud Platform (GCP) you must configure following system: Google Cloud Platform Matrix42 Cloud Costs Portal Matrix42 Cloud Costs Data Provider This article provides a step-by-step guideline for connecting Google Cloud Platform with Matrix42 Cloud Costs Management. Configure Google Cloud Pl

Release Notes for Matrix42 Enterprise 12.0.4

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes , database schema changes and known issues of this release. Functional Changes 12.0.4.3226 Introduced support to Entra ID Data Provider to import membership when Microsoft Entra ID "Soft-deleted users" functionality is in use

Release Notes for Enterprise Service Management and Digital Workspace Platform 10.1

Published July 12th, 2025 by Daniel White

About this Release Known Issues ID Description 334081 200 text strings are not translated to Russian and Chinese 335086 Configuration Packaging navigation item may appear in administration, also when there is no subscription 309452 Error 500. During export from multi-fragment 320627 Person profile: 404 error on getting image 331477 Edit in Studio ac

Release Notes for Matrix42 Enterprise 12.1 Update 3

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes, database schema changes and known issues of this release. Product maintenance for versions 11.0 and 12.0 is affected! Please carefully read information in chapter Product Maintenance. We Want Your Feedback: Help Us Improve You

Release Notes

Published July 3rd, 2025 by Daniel White

Configurable AI for Matrix42 Enterprise Release Notes Release notes for Configurable AI for Matrix42 Enterprise Version 1.x The newly introduced Matrix42 Configurable AI for Matrix42 Enterprise is a powerful solution based on the Matrix42 Enterprise Service Management Platform enabling organizations to build and deploy customized use cases based on

Creating task templates

Published July 5th, 2025 by Daniel White

Overview Use task templates to save time on task creation. In task templates, fields for frequently used tasks are already filled with entries that can be used for the assigned task. See also Task page. In task templates, you define default values for category, SLA, priority, recipient, etc. If a task is linked to a task template, it automatically i

FastViewer extension for ESMP via Service Desk - Service Request

Published July 4th, 2025 by Daniel White

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Understanding the technical inventory for IBM Compliance

Published August 16th, 2025 by Daniel White

Overview After the successful first run of the ILMT data provider, IBM data can be accessed under Technical Inventory > IBM Compliance in the Licenses application. The table below explains available navigation items. IBM Compliance Dashboard with IBM Compliance key indicators. IBM Compliance > ILMT Healthcheck Dashboards which makes ILMT relat

What is a stock keeping unit

Published August 12th, 2025 by Daniel White

Overview An asset inventory contains many assets belonging to different types and hardware models. Stock keeping units help you gain more transparency in terms of asset types and hardware models. Each SKU represents a specific type and a specific model. Examples of SKUs Type Manufacturer Model No. of Assets Notebook Dell Latitude E6420 165 Notebook

Managing knowledge base articles

Published July 9th, 2025 by Daniel White

Overview Knowledge base (KB) is a database that contains problem solutions, articles, white papers, and user manuals. It is a collection of instructions and solutions that are classified by subject. For example, solutions are classified by category or step-by-step instructions for specific tasks. Searching for an Article Go to the Matrix42 Self Serv

What objects the Intune data provider imports

Published August 16th, 2025 by Daniel White

The Intune Integration - Data Collector workflow retrieves objects from Intune and saves them as a package of XML files. XML files contain data imported to the following ESM objects: Devices Stock keeping units Fingerprints and installed applications The Intune Inventory extension sets principal users for the devices in case a match to an existing u

Types of tickets

Published September 28th, 2025 by Daniel White

Overview Support queries are processed in Matrix42 Service Desk as tickets. This is an electronic type of problem that is reported by a customer. The "Ticket" and "Incident" terms are often used with the same meaning, which is incorrect and leads to misunderstandings in relation to compliance rules. A Ticket is a generic term for a configuration ite

What is a requisition template

Published August 13th, 2025 by Daniel White

Overview Efficient mapping of the requisition processes requires appropriate management of requisition templates. They serve as patterns for orders of the same type. Requisition templates ensure that related information and details are available centrally to be used for automatic mapping. A requisition template links stock-keeping units from Asset M

Importing cost categories

Published August 13th, 2025 by Daniel White

Overview Cost categories are used in management of contract items for differentiated planning of expenditures. Cost categories are located under Financial Accounting > Cost Categories in the Contracts application. Typical cost categories are: Workplace equipment Room costs Application operation Vehicle costs Traveling expenses External consulting

FastViewer extension for ESMP - Multi Monitor Handling

Published July 4th, 2025 by Daniel White

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Example 6: Moving escalation points

Published July 6th, 2025 by Daniel White

Overview This example shows how the system moves solution points if they are outside working days or times. SLA Incident SLA Service Levels Reaction Time Solution Time Priority: High 1 hour 1 day Priority: Medium 1 hour 3 days Priority: Low 1 hour 5 days Priority: None 1 hour 10 days Service Time Profile Working Times Monday - Thursday, 08:00 - 17:0

Access to actions: Roles 1 - 5

Published September 18th, 2025 by Daniel White

Service Delivery Management Service Catalog Management Field Service AD Administration AD Connector Objects/Actions 1 2 3 4 5 Administration > Add Active Directory Domain - - - • - Administration > Integration > Domains > Edit - - - • - Administration > Integration > Domains > Delete - - - • - Administration > Integration &

What is Azure Hybrid Benefit add-on

Published August 15th, 2025 by Daniel White

Overview The Azure Hybrid Benefit add-on allows maintaining compliance for Azure Hybrid Benefits that are used by Windows Server virtual machines and SQL Server virtual machines as well as by SQL servers, SQL elastic pools, SQL databases, and SQL managed instances. This add-on can be installed from Matrix42 Extension Gallery. This documentation is v

Orders and bookings

Published July 5th, 2025 by Daniel White

Overview Services that are ordered through the Matrix42 Self Service Portal are created in the Matrix42 Service Catalog as orders. An order contains one or more service bookings. Each booking corresponds to an order item (a service). Bookings, just like orders, are processed based on the process shown in the Order/Booking Progress diagram in the Ord

Release Notes for the Intune Provisioning add-on

Published July 15th, 2025 by Daniel White

Intune Provisioning 1.3.0.43 Fixed problems: PRB38625: Intune Provisioning Extension: Numeric Literal is used to show Intune ID of Apps and Groups which is not working PRB38932: Intune Provisioning - error task is created even though user is already inactive PRB39019: Intune provisioning WF is aborted due to an Exception: "System.InvalidOperationEx

FastViewer extension for ESMP via Service Desk - Ticket

Published July 4th, 2025 by Daniel White

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Example 7: Creation date outside working times, ticket paused

Published July 6th, 2025 by Daniel White

Overview This example considers working times and holidays. The creation date is outside working times as defined in the service time profile, so it cannot be used as a basis for calculation. Instead, the system has to calculate the next possible time within the working time to calculate the reaction and solution points. In the second scenario, the

Charts in Contracts

Published August 12th, 2025 by Daniel White

This dashboard is relevant for Enterprise Service Management up to version 12.1.1. Contracts per Status The pie chart shows purchase contracts grouped by status. Possible status values are: Draft, Content Reviewed, Submitted, Approved, Postponed, Legally Reviewed, Requested, Executed, Active, Abandoned, Rejected, Canceled, Litigated, Reversed. Cli

Generic Detection

Published July 4th, 2025 by Daniel White

Diagram of Relations Between the Affected CIs: Required Configuration: The service uses any provisioning workflow. ASQL filter criteria are defined (where expression for SPSCommonClassBase). ASQL target criteria AND/OR ASQL instance criteria are defined (additional columns for SPSCommonClassBase): If Instance/Target is selected in the Apply Cost Cen

The scope of the Dependency Graph feature

Published July 14th, 2025 by Daniel White

You can execute the Show Dependency Map action for the following types of objects: Services, service bundles, service groups, and service sets in the Service Catalog app; Incidents in the Service Desk app; Computers, monitors, printers, portable storage devices, general peripherals, SIM cards, universal assets, and network devices in the Assets app;

Creating email signatures

Published July 5th, 2025 by Daniel White

Overview Here you can store templates for signatures for all actions where an email should be sent. Such signature templates can then be selected by using the respective actions (e.g., under Service Desk → Incidents , select the Incident, thenin the action panel, click Send E-mail → Signature). To Create an E-mail Signature Go to Matrix42 Enterprise

Service Desk: Mobile Device Management activities

Published July 7th, 2025 by Daniel White

Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Incidents. In the selection list, choose an incident. In the action pane, click Manage Device to open the Mobile Device Management wizard. Select an activity. The following activities are available: Enterprise Wipe: Deletes all settings

Identify status inconsistencies for SaaS subscription users

Published August 14th, 2025 by Daniel White

Overview Ensure each SaaS user account in your environment is mapped to an actual person, and application usage and costs match expectations for all users. To be able to accurately review statuses, activity, and expenses, ensure all users have corresponding persons. This is important because it prevents accounts staying active after employee onboard

Installed Software

Published July 4th, 2025 by Daniel White

Diagram of Relations Between the Affected CIs: Required Configuration: The service uses the Install Software with Empirum/SCCM/EM provisioning workflow. The software is defined in the stock configuration of the service. There are fingerprints for this software. The fingerprints contain information about the computer. The computer is assigned to a us

Ingested Objects

Published July 3rd, 2025 by Daniel White

Ingestion is the process of uploading data from ESM deployments to the M42Next cloud platform. M42Next uses Aurora Common Object Models (ACOMs) to store and process data. ACOMs cannot be uploaded if they have fields marked as Required that are not present. You can find all the data types that can be ingested in the lists below: Announcement Field

Scope of Features

Published July 8th, 2025 by Daniel White

The Matrix42 Self Service Portal is divided into the following areas: Homepage: Decide: Orders and change requests that you have to approve. This menu option is displayed only to deciders, such as cost center managers, technical managers, service owners, or change managers. Management Area: Change requests, orders, and services that were booked to c

Service Demand Detection

Published July 4th, 2025 by Daniel White

Managing services that have never been ordered via Matrix42 Service Catalog but are used by the employees of the organization. Service bookings are usually created when users order new services from Matrix42 Service Catalog. They are used to track all required information, such as: from when the users are receiving specific services which payment co

Assigned Assets

Published July 4th, 2025 by Daniel White

Diagram of Relations Between the Affected CIs: Required Configuration: The service uses the Assign Asset from Stock provisioning workflow. An SKU is defined in the stock configuration of the service. The SKU is related to the assets. Assets have a main user. Assets have the Active status. Detection: Retrieve the configured SKU from the service. Retr

Configuring and running the Microsoft 365 Licenses data provider

Published July 15th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Microsoft 365 Licenses data provider for editing. Create a new configuration in the Configurations grid. On the General page: Select the Enabled checkbox. Select the Microsoft 365 (Azure Active Directory (

How to create a requisition

Published August 13th, 2025 by Daniel White

Overview A requisition is an accounting order record for a contract item. It is created automatically by the system after the contract item status changes to Requested. For more information on handling requisitions, please refer to Requisition process. How requisitions are created A contract item can be created by: Manually adding a contract item

Configuring and running the Intune data provider

Published August 16th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Intune data provider for editing. In the Configurations section, open the default configuration. On the General page: Make sure the Enabled checkbox is selected. In the Service Connection field, select the

Managing principal user of a complex system

Published August 12th, 2025 by Daniel White

Overview Every complex system can have a principal user. When you create a complex system item, you assign a person inside the edit form. However, if you want to assign an existing complex system to a person, you must use the Manage Principal User action. A wizard will guide you through the required steps. As a result, it will also change the princi

Reinstalling a computer

Published July 7th, 2025 by Daniel White

You can reinstall the already installed software programs and operating system on a computer, if an incident for this computer was created. For this option, Matrix42 Empirum should be configured for the computer. Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Incidents. In the select

Managing ownership of a complex system

Published August 12th, 2025 by Daniel White

Overview Every complex system has an ownership regarding your organization. When you create a complex system item, you assign the ownership inside the edit form. However, if you want to assign an existing complex system item to different owners, you must use the Change Ownership action. A wizard will guide you through the required steps where you ca

Managing incidents

Published July 8th, 2025 by Daniel White

Overview An incident is reported by a customer that does not belong to the standard operation of a service and actually or potentially causes an interruption or reduction of service quality. An incident is the first instance in service management for which the support employee creates a ticket. If the incident can be sorted out immediately, the tick

Requisition process

Published August 13th, 2025 by Daniel White

Overview The requisition process in Matrix42 Contract Management is set up so that the contractual agreements are transparent in terms of hardware, software, and services that have been procured and are to be procured. A requisition process in Matrix42 Enterprise Service Management consists of several steps described below. Planning a requisition Us

Contract lifecycle and requisition process

Published August 12th, 2025 by Daniel White

Overview The requisition process is embedded into the contract life cycle. Requisition contracts are created and prepared by a corresponding department (including the IT department) through several stages to allow for the execution of the actual requisition process. Once the purchasing department has taken over and processed the purchase requisition

Specifics of contract items of maintenance and professional service

Published August 13th, 2025 by Daniel White

Overview Contract items of maintenance and professional service are meant to store specific information pertaining to these types of commercial arrangements. After filling out the basic data about a contract item, you can proceed to specifying details. Managing terms of maintenance The maintenance contract item contains the Support tab. It accommoda

Importing motion history for virtual machines

Published October 13th, 2025 by Daniel White

Overview Data providers Inventory of VMware vCenter and Inventory of Microsoft Hyper-V can collect the motion history for imported virtual machines. You can set the period for which the history is collected in the data provider configuration. The Inventory of Citrix XenServer data provider imports only the current hosts of virtual machines. Collecti

Creating an Operation Level Agreement

Published July 5th, 2025 by Daniel White

Overview An Operation Level Agreement (OLA) is an agreement between an internal service provider and an internal customer. Operation Level Agreements define the range and quality of the covered services. An Operation Level Agreement can consist of several service levels. You need these service levels for calculation of escalation times. Response and

Inheriting ownership for tasks, change requests and problems

Published July 6th, 2025 by Daniel White

Overview Ownership of tasks, change requests and problems is inherited from a person who is creating the record in question. A dedicated setting can be used to activate inheriting the user's ownership if it is necessary. Changing the ownership while creating a task, change request or problem will be ignored and settings defined at Service Desk glob

Portal categories

Published July 5th, 2025 by Daniel White

Managing service categories for display in the Self Service Portal, creating categories hierarchy and assigning services. Overview A Portal Category is a structured set of services, sets, bundles, and groups in the Matrix42 Self Service Portal. Services categories are managed in the Service Catalog application. The Matrix42 Self Service Portal displ

Creating categories

Published July 5th, 2025 by Daniel White

Overview Categories are used for structuring the content of tickets. In addition, default values for responsibilities, priority, urgency, etc., are defined in a category. If a ticket is linked to a category, this ticket automatically inherits all properties of the category. Creating a Category Go to Matrix42 Enterprise Service Management → Service D

Managing mobile devices

Published July 9th, 2025 by Daniel White

You can manage some data from your registered mobile devices in the Matrix42 Self Service Portal. For example, if you lose your mobile device, you can use the Matrix42 Self Service Portal to protect company data on this mobile device. Go to the Matrix42 Self Service Portal and click Workplace > My Hardware in the navigation area. Click the mobile

Object model for Asset Management

Published August 12th, 2025 by Daniel White

Summary This document provides high level information about object model in Asset Management. Asset Management Blue/White = Service Management Yellow = Contract Management Red = Asset Management Gray = Master Data

Working with data imported by the Microsoft 365 Inventory data provider

Published August 16th, 2025 by Daniel White

Overview Software-as-a-service (SaaS) allows users to connect to and use cloud-based apps over the Internet. Common examples are email, calendaring, and office tools (such as Microsoft Office 365, Adobe Creative Cloud, GotoMeeting and many others). Some of those apps are limited to be used inside a web browser. Others provide applications that can b

Release Notes for Matrix42 Enterprise 12.1 Update 2

Published July 13th, 2025 by Daniel White

About this Release If you are updating from a previous version, make sure to understand any important or breaking changes, database schema changes and known issues of this release. Product maintenance for versions 11.0 and 12.0 is affected! Please carefully read information in chapter Product Maintenance. We Want Your Feedback: Help Us Improve You

Storage Inventory import template

Published August 17th, 2025 by Daniel White

Import data format Raw data must be formatted in XML, but can be provided in different files with random name at the location configured for the data provider. Format <?xml version="1.0" encoding="utf-8"?> <dataset> <devices> <record> <Disk/> <DeviceName/> <IPAddress/

Version 3.24.0001 (Win)

Published July 4th, 2025 by Daniel White

Windows All Remote Agent improvements & bug fixes are related to Matrix42 Remote Assistance Web (1.3.0012) ! Feature: French language Support Show current version in update wizard Provide detailed result for installed remote agents with double click on pie chart Show Remote Assistance Action in all applications, like UEM, Queue Management, etc

What is Azure Hybrid Benefit add-on

Published August 17th, 2025 by Daniel White

Overview The Azure Hybrid Benefit add-on allows maintaining compliance for Azure Hybrid Benefits that are used by Windows Server virtual machines and SQL Server virtual machines as well as by SQL servers, SQL elastic pools, SQL databases, and SQL managed instances. This add-on can be installed from Matrix42 Extension Gallery. Once it is installed, t

Prerequisites for Unix inventory

Published September 29th, 2025 by Daniel White

Overview This document provides reference information on the data provider Unix Inventory. Unix Inventory data provider is able to collect hardware and software information using remote scanning by Remote SSH (Secure Shell). Supported Versions Following Unix and Linux distributions have been tested and are supported by the Unix Inventory data prov

Workflow-based change management process

Published July 6th, 2025 by Daniel White

Overview According to ITIL (Information Technology Infrastructure Library) best practice, change management divides the requests into three different types: Standard Changes, Non-Standard Changes, and Emergency Changes. Each type applies to a different entry point into the configurable life-cycle (statuses, reasons) of change requests. Workflows are

Ports used by connectors and data providers

Published July 9th, 2025 by Daniel White

Overview To exchange data with external systems, Matrix42 Workspace Management uses Data Providers and Connectors. Due to security reasons it is required to close all unused ports on computers. This article explains which ports each Data Provider or Connector uses for communication. AirWatch The MWM AirWatch Data Provider uses the HTTPS protocol and

Creating the service connection for the Intune data provider

Published August 16th, 2025 by Daniel White

Overview A service connection allows you to establish access to Microsoft Azure portal and obtain data from it without sharing the credentials. A service connection is configured once and then can automatically use a service for obtaining data. The Intune add-on contains an Intune Integration capability for the Microsoft 365 service. This capability

Managing knowledge base articles

Published July 7th, 2025 by Daniel White

Overview Knowledge base (KB) is a database that contains problem solutions, articles, white papers, and user manuals. It is a collection of manually created instructions and solutions that are classified by subject. For example, solutions are classified by category or step-by-step instructions for specific tasks. Knowledgebase articles are managed f

Creating the service connection for the Entra Enterprise Application Inventory data provider

Published August 16th, 2025 by Daniel White

Overview The Entra Enterprise Applications add-on contains the Microsoft 365 service. This service is needed for creating a service connection to Microsoft Azure. To create a service connection, take the following steps: Configure the authentication and authorization settings for integration on Microsoft Azure. Create a tenant in Enterprise Service

Monitoring SaaS Subscriptions usage

Published August 15th, 2025 by Daniel White

Overview The SaaS Subscriptions section under Purchased Licenses provides a centralized overview of all contractually purchased SaaS applications in your environment, showing subscription details for license and financial management. This section contains three tables: SaaS Subscriptions: Displays information related to all available SaaS applicatio

Resolving incidents and service requests

Published July 7th, 2025 by Daniel White

Overview When an incident or service request is resolved, the end user is granted a timeframe for the acceptance. During this period of time, the end user can provide their feedback about the incident/service request resolution via email. After this timeframe is over, the incident or service request will be closed automatically with the possibility

Approval process

Published September 18th, 2025 by Daniel White

Overview In Matrix42 Service Catalog, approval workflows cover the approval process in which one or more deciders must approve or reject the services that are ordered. The workflows are initiated when users order services via the Matrix42 Self Service Portal. You can select from a set of ready-made approval workflows or create your own approval wor

Configurable AI - Configuration

Published July 3rd, 2025 by Daniel White

Configuration steps of Configurable AI for Matrix42 Enterprise. Configurable AI - Configuration Each AI action requires an AI Service Provider and the actual AI Action definition (includes the AI model used and prompt). Both required configurations are explained within this section. Generic settings can be changed using the global AI Services settin

Approval Profiles in Service Approval

Published June 11th, 2025 by Daniel White

Overview Approval Profiles objects define the roles and users involved in the Approval processes. The object is configured in the dedicated area of the Service Catalog application and can be reused in the Service Approval processes. Their management and configuration are available at the Service Catalog application → Service Catalog navigation item

Creating custom service forms

Published July 5th, 2025 by Daniel White

Overview Very often when shopping for a Service in the Service Catalog, a lot of additional information needs to be obtained from the service Requestor. For that purpose, the Service designer is able to define a special Custom Form (literally Configuration Item) which will be requested anytime the Service is added to the Shopping Cart, or Order dire

Setting up services and catalogs

Published July 5th, 2025 by Daniel White

Adding services to catalogs to make services available for ordering in the Matrix42 Self Service Portal. Adding Services to Catalogs To make services available for ordering at the Matrix42 Self Service Portal, you need to add them to one or several catalogs. Go to the Matrix42 Service Catalog and click Service Portfolio in the navigation area. Loca

Target filtering for individual services

Published July 5th, 2025 by Daniel White

Overview Some services as well as sets, groups, and bundles require a technical target, i.e. a consumer of this service. You can set a filter for each individual service, set, group, and bundle. It will determine what kind of targets are allowed for this service. As a result, when a user orders a service on Self Service Portal, they will be able to

Track activities with new information received

Published July 7th, 2025 by Daniel White

A feature showing a badge in the Navigation Items panel with the number of activities that have new information. Overview This page describes a new feature added in New Look for Agents and Service Desk Agents to easily track when activities receive new information. General To enhance user experience, the Navigation Items area has a badge indicating

Creating and managing Service Catalogs

Published July 5th, 2025 by Daniel White

Service Catalog settings: learn how to manually create a catalog, assign, preview and delete its services. Details Each product item or Service offered to the users of the Self Service Portal is added via Service Catalog application. All product items available in the Self Service Portal are a part of a Service Portfolio which holds all currently av

Navigation in Asset Management

Published August 12th, 2025 by Daniel White

Overview Objects that are specific to Asset Management are organized under the following navigation items: Stock Keeping Units Workplaces Infrastructure Universal Assets Stock Keeping Units When you click Stock Keeping Units from the navigation, by default the Existing filter is applied. It means that the grid displays only SKUs with assigned device

Getting started with Generic Inventory

Published August 16th, 2025 by Daniel White

Overview Generic Inventory data provider supports building standardized integration of external computer inventory data. It can be understood as a computer inventory import framework for custom data providers. This extension provides all logic to store collected inventory data safely and consistently in the database of Matrix42 Enterprise Service Ma

Configuring a Microsoft Azure storage account

Published August 15th, 2025 by Daniel White

Overview On the Microsoft Azure portal you need to configure a storage account. The Azure Inventory data provider will use this storage account to store inventory results before they are imported into Enterprise Service Management. Creating and configuring the storage account Go to Storage Accounts from the Microsoft Azure home page and create a new

Roles and responsibilities in SAM

Published August 13th, 2025 by Daniel White

Introduction Understanding that Software Asset Management is rather a PROCESS than a TOOL raises the question about the affected and involved people. When we talk about them, it makes sense to discuss which roles makes sense and what their responsibilities are. This article provides an overview considering best practices. It is important to be aware

Setting up the Microsoft Teams client

Published July 15th, 2025 by Daniel White

Install Matrix42 Approval App The approvals app is available from the Microsoft Teams app store. Once opened search for 'MX42 Approvals' and add the app to your client. Pin app for fast access In order to get quick access to the app, make sure to pin it. First-time login As soon as the app is installed and all necessary administration tasks have bee

Permissions to dialogs available in the Assets application

Published August 12th, 2025 by Daniel White

This article lists all dialogs that are restricted by application and available in the Assets application; i.e., these dialogs are accessible only from the specified applications. Dialogs available to everyone The following dialogs are available in the Assets application to all users: Airwatch Enrollment Dialog (Provisioning) AirWatch Install Applic

Empirum connector attribute mapping

Published July 10th, 2025 by Daniel White

Empirum Connector is out of support with availability of Empirum Inventory Data Provider (Migration from Empirum Connector (legacy) - Matrix42 Self-Service Help Center) Summary This article contains attribute mapping for the Empirum connector. It lists all attributes that are imported or updated by the Empirum inventory for the following configura

Release Notes for Azure Hybrid Benefit

Published August 15th, 2025 by Daniel White

Version 1.20.1 To use this version, please update your Enterprise Service Management solution to version 12.1.3 or higher. Fixed problems PRB38870: Installation of Azure Hybrid Benefit Extension fails Improvements Improvements have been made concerning compatibility with ESM version 12.1.3. Version 1.19.0 This version is compatible with Azure Inve

SCCM data provider attribute mapping

Published July 10th, 2025 by Daniel White

Overview The SCCM Inventory Data Provider provides a way to import computer inventory data from SCCM into Matrix42 Asset Management. This article explains in detail which information is imported, what matching criteria is used for insert or update decision and how those attributes are mapped with the Asset Management data model. Sections below expla

Understanding SAP technical inventory

Published August 17th, 2025 by Daniel White

Overview After the successful first run of the SAP Compliance data provider, you can access the imported SAP data under Technical Inventory > SAP Compliance in the Licenses application. The table below explains available navigation items. SAP Compliance Dashboards for SAP licenses and engine consumption License Inventory Purchased licenses Licens

Release Notes for Software Asset and Service Management 10.0

Published July 13th, 2025 by Daniel White

About this Release Functional Changes This release provides a couple of functional changes - new features and improvements - listed here. Highlights: Software Asset Management Configuration Item "Mobile Device" is obsolete (Mandatory UEM-Mode) Option for reset LIS Premium Data to Standard Service Level Display Notification when "License Management

AD groups

Published August 15th, 2025 by Daniel White

Overview Active Directory or Azure Active Directory group is a collection of Active Directory / Azure Active Directory objects. Active Directory or Azure Active Directory groups can contain one or more user accounts, and each user account can be a member of one or more groups. Active Directory or Azure Active Directory groups are typically used with

Version 3.22.0002 (Win)

Published July 4th, 2025 by Daniel White

Windows Bugfix: Remote Console: Global Search could display computers that do not match the search parameters for certain number sequences. Remote Console: The number of computers found (Total, Online, Offline) in Global Search counted incorrectly, for multiple consecutive searches. Remote Console: Display error - clients could disappear from the li

Automatic assignment of principal user for imported devices

Published August 16th, 2025 by Daniel White

Overview The Generic Inventory data provider can set a principal user for imported devices if the user is found in the ESM system. All other extensions that depend on the Generic Inventory extension (when Generic Inventoryis installed as a prerequisite) can make use of this feature. Prerequisites for the automatic principal user assignment The mat

Creating a service level

Published July 5th, 2025 by Daniel White

Overview You can define different service levels for all Service Level Agreements, Operation Level Agreements, and Underpinning Contracts. Depending on the priority and ticket type, these service levels can use different service time profiles and reaction times or solution times. To Create a Service Level Go to Matrix42 Software Asset and Service Ma

Release Notes for Microsoft Teams Approval

Published July 15th, 2025 by Daniel White

The Microsoft Teams Approval app is available for download in the Matrix42 Extension Gallery. Microsoft Teams Approval Extension 1.0.20251114.1 This version has the following bugs fixed compared to version 1.0.20250929.4: Teams Approval extension: uninstall doesn't clean up registered scripts Microsoft Teams Approval Extension 1.0.20250929.4 This v

Supporting objects of the Contracts application

Published August 12th, 2025 by Daniel White

Overview Before you start working with the main objects of contract management, it is recommended that you create records for the supporting objects in the Contracts application. Their purpose is to provide underlying information for contract management processes. Material and material groups A material record represents a type of article that your

AD Group Membership

Published June 11th, 2025 by Daniel White

Diagram of Relations Between the Affected CIs: Required Configuration: The service uses the Assign AD Group provisioning workflow. The AD group is defined in the provisioning configuration of the service. The AD group has computers or AD accounts as members. Computers have a main user. AD accounts are assigned to the main user. Detection: Retrieve t

How to setup automatic import of scan files

Published August 17th, 2025 by Daniel White

Overview Starting with version 3.8 it is possible that the results of the data collection scripts are automatically uploaded to the ESM App server using https. Some configuration steps are required. This data transfer is implemented using our existing authorization mechanism through a Web Service Token which can be generated in the Administration ap

Built-in data providers overview

Published July 10th, 2025 by Daniel White

Matrix42 Software Asset and Service Management comes with a set of pre-configured Data Providers that are available under Administration > Integration > Data Providers. Data Provider Description Inventory of Citrix XenServer Collects defined hosts/virtual machines for specified Citrix XenServer environment. Inventory of Microsoft Hyper-V Colle

Service Availability Center (SAC)

Published September 27th, 2025 by Daniel White

Overview Service Availability Center (SAC) page in the Self Service Portal provides end users with a central view of service health status, related Major Incidents or Change Requests, maintenance information, and communication details: Introduced in ESM v.25.4, this enhancement improves transparency, reduces support requests, and strengthens communi

Attribute mapping for Microsoft 365 Inventory

Published August 16th, 2025 by Daniel White

Summary This article contains attribute mapping for the Microsoft 365 Inventory extension. It lists all attributes that are imported or updated by the data provider for subscriptions managed as licenses in the system and subscribers. Subscribers are imported as a multi fragment of the license object. The SaaS Import package is installed as part of t

Windows inventory data provider attribute mapping

Published July 11th, 2025 by Daniel White

Overview This article contains the attribute mapping for the Windows Inventory Data Provider. It lists all attributes of the Computer configuration item that are imported or updated by the inventory. Matching The Windows inventory can be run only for existing computers of Matrix42 Enterprise Service Management. It does not import any computers in th

Ordering services for a group of users

Published July 9th, 2025 by Daniel White

Overview Managing multiple service requests for a team or group can be cumbersome when each request needs to be handled individually. Starting from v.12.1.1 with the introduction of multi-recipient order feature it is possible to order the same services for a group of users by submitting only one request. Example Use Case: A manager purchasing the

Hyper-V, XenServer and vCenter inventory attribute mapping

Published July 10th, 2025 by Daniel White

Overview This article contains the attribute mapping for the Inventory of Citrix XenServer, Inventory of Microsoft Hyper-V, and Inventory of VMware vCenter Data Providers. It lists all attributes of the Computer configuration item that are imported or updated by the inventory. Matching Each data provider tries to match incoming hosts and virtual mac

Enrolled Mobile Devices

Published July 4th, 2025 by Daniel White

Diagram of Relations Between the Affected CIs: ž Required Configuration: The service uses the MDM Enrollment or AirWatch Enrollment provisioning workflow. Device Configuration Group (DCG) is defined for the provisioning workflow at the service level. The DCG contains the related mobile devices. The mobile devices have a principal user. The mobile de

Version 1.7.0017

Published July 3rd, 2025 by Daniel White

Installation and update requirements Enterprise Service Management Platform Version 12.0.4.xxxx or higher Bugfix Fixed an error message in the "Endpoint" Device List, for users with no"Remote Assist Administration" Role. Additional Bugfixes and Improvements

Frontend

Published July 3rd, 2025 by Daniel White

Installation Sources The Matrix42 Remote Assistance Extension can be installed and updated via the Matrix42 Extension Gallery. Prerequisites The following requirements are necessary for seamless integration and functionality. Min. Enterprise Service Management Platform Version 11.0.2 Enterprise Service Bus Version 2.9.1.0 (will be automatically ins

Backend

Published July 3rd, 2025 by Daniel White

Remote Assistance Backend To use Remote Assistance, it must be enabled and configured beforehand. Do not install Remote Assistance on the same server as Matrix42 Enterprise Service Management Platform, but on a separate system, otherwise, there will be unnecessary configuration challenges. The installation instructions can be found in your own Fas

Defining a delegate

Published July 8th, 2025 by Daniel White

A delegate has the same rights as you, which means delegates can view and access the same data and perform the same actions as you. This applies specifically to incident reports, change requests, and approvals. Log into Matrix42 and go to the User Profile. Under Delegation, designate a user as your delegate and select the period of delegation. Click

Remote Assistance Roles

Published July 4th, 2025 by Daniel White

For Remote Assistance there are 2 predefined Security User roles. These roles can be used for authorization. To add members to the user roles, select in the app chooser " Administration " --> " Security " --> " User Roles ". Filter by name " Remote Assistance ". The following roles are available: Role Description Remote Assistance Administrato

Version 1.7.0016

Published July 3rd, 2025 by Daniel White

Installation and update requirements Enterprise Service Management Platform Version 12.0.4.xxxx or higher Feature New message handler: Significant performance improvements in message processing(Please inform our support to activate the new message handler after the extension is updated) the update remote assistance agent dialog will now display if t

Communication Flows

Published July 3rd, 2025 by Daniel White

Matrix42 Intelligence is designed to support hybrid deployment models. To achieve secure communication the connection is established to our cloud platform M42Next which is than responsible for any further secure communication. A hybrid deployment mixes the advantages of on-prem deployment, the flexibility and ease of a public cloud, and the availabi

How to configure and activate the Empirum connector

Published July 10th, 2025 by Daniel White

Empirum Connector is out of support with availability of Empirum Inventory Data Provider (Migration from Empirum Connector (legacy) - Matrix42 Self-Service Help Center) Configuring the Empirum connector For information on required ports, see Ports used by connectors and data providers. Go to Integration > Connectors in the Administration applic

Incident

Published July 6th, 2025 by Daniel White

Overview An incident is an event reported by a customer that falls outside the normal operation of a service and either causes or has the potential to cause an interruption or degradation in service quality. It is the initial occurrence in service management where a support employee creates a ticket. If the incident can be resolved immediately, the

Defining holidays

Published July 5th, 2025 by Daniel White

To Define Holidays Go to Matrix42 Software Asset and Service Management > Service Desk application. In the navigation area, click Configurations > Holidays. On the toolbar, click Add Holiday. A properties dialog opens. Enter detailed information about the holiday. Name: specify the name of the holiday. Country: select a country for the holida

What is a work item

Published July 15th, 2025 by Daniel White

Overview Work Item is a manually configured by the team managerevent that is related either to an existing in the application activity, such as Incidents, Tasks, Tickets, Service Requests or simply a newly created event that doesn't have any related activities, for instance, meetings, trainings, vacations, sick-leaves and pre-configured holidays. Co

Configuring and running the Storage Devices Inventory data provider

Published August 17th, 2025 by Daniel White

Setting up the configuration To configure the data provider: In the Administration application go to Integration > Data Providers and open the Storage Devices Inventory data provider for editing. Create a configuration in the Configurations grid. On the General page: Specify a path where storage inventory files are located in the Path to Director

Technical Prerequisites

Published July 2nd, 2025 by Daniel White

Technical prerequisites for the AI Assist toolbar. Matrix42 AI Assist for Service Desk enhances our existing Enterprise Service Management solution. To use this feature, the following technical requirements must be met: Your Matrix42 Enterprise Service Management deployment needs to be version 12.1.1 or higher. The New Look must be enabled. Network

Persons

Published August 15th, 2025 by Daniel White

Managing personal data, business and private contact data, accounts, ownership, and other employees ' data by the Administrator. Overview The person configuration item stores identification data such as first name, last name, and contact information. You can enter such information as a unique staff number and the email address of each person.For eve

Release Notes

Published July 3rd, 2025 by Daniel White

AI Search Release Notes Enterprise Service Management 12.1 New Features and improvements Introduction of AI Search in Self Service Portal as part of the Enterprise Service Management 12.1 release. AI Search only becomes available once a connection to the M42Next cloud platform is established.

Configuration

Published July 3rd, 2025 by Daniel White

Learn how to configure a new service connection with the cloud platform M42Next required for AI Services. This page describes how to configure a new service connection with the cloud platform M42Next required for AI Services. Prerequisites In order to configure a new service connection your account must have an Administrator role, as well as the nec

Version 1.8.0051

Published July 3rd, 2025 by Daniel White

New Features & Enhancements Added the ability to display the "FastViewer WebConsole Release Notes" directly within the platform. Platform-Specific Improvements Firefox: Enhanced clipboard sharing functionality for both sending and receiving. Added a new "synchronizing message" feature for better user feedback during synchronization. Bugfix Mac-S

Version 1.5.0009

Published July 3rd, 2025 by Daniel White

New Features & Enhancements Microsoft MyApps Integration: Added support for direct linking through MS MyApps, streamlining access to applications. TreeView Enhancements: Introduced new double-click behavior for improved navigation and easier content access. User Management Filters: Added grouping options for users, groups, and Entra ID objects,

Version 1.8.0048

Published July 3rd, 2025 by Daniel White

New Features & Enhancements Sidebar: Visual enhancements for a cleaner and more intuitive interface, improving navigation and overall usability. AdHoc Sessions: Added support for controlling unmanaged devices with pre-selection of session types (desktop, file transfer, or terminal) for more efficient session setup. Explorer View: Introduced mult

Version 1.7.0014

Published July 3rd, 2025 by Daniel White

New Features & Enhancements AdHoc Sessions: Introduced support for accessing unmanaged devices on demand with view-only and completely browser-based functionality. UI Improvements: Multiple enhancements for a more streamlined and intuitive user experience. File Manager and Terminal: Upgraded with usability and performance improvements for faster

Version 1.6.0007

Published July 3rd, 2025 by Daniel White

New Features & Enhancements Localization: Added Finnish and Swedish translations. Device Management: New reboot functionality for managed devices. User Management: Improved group assignments and added new permissions. Remote Agents: Auto-update functionality implemented. Session Management: Added a session connection dropdown in the header bar.

Version 1.3.0005

Published July 3rd, 2025 by Daniel White

New Features & Enhancements Connection Profiles: Improved functionality for better customization, offering more control over connection settings. Connection Logs: Enhanced logging with additional entry types to provide more detailed insights into connection activities. Connection Profile Override: Added the ability to choose another connection p

Version 1.2.0018

Published July 3rd, 2025 by Daniel White

New Features & Enhancements Agent Download: Easily download and deploy the agent for managed devices, simplifying the setup process. Active Session View: Improved UI for better session monitoring and management, offering a clearer overview of active sessions. Connection Profiles: Quickly configure settings for different connections, allowing for

Version 1.0.0017

Published July 3rd, 2025 by Daniel White

New Features & Enhancements Device Management: Now includes favorites and full-text search capabilities for easier device organization and quicker access. Granular User Management: Added support for groups and permission inheritance, offering more control over user roles and access levels. Single Sign-On: Access multiple accounts with one login,

Version 1.1.0008

Published July 3rd, 2025 by Daniel White

New Features & Enhancements User Invitations: Streamlined invitation flow with options to share a link or invite via email, making user onboarding quicker and more flexible. Clipboard Enhancements: Introduced auto-sync for seamless clipboard sharing between local and remote sessions. Live Metrics Dashboard: Real-time insights for managed devices

Agents

Published July 3rd, 2025 by Daniel White

Download Agent Setup Access the Download Agent: Navigate to the top right corner and click on the grid icon represented by 9 dots. Select "Download Agent" from the dropdown menu. Select Your Preferences: Choose your desired platform (Windows or Mac). Select the Stage (Alpha, Beta, Release). Pick the Version and Setup Type (exe or msi). Click "Start

Single-Sign-On (SSO) Setup with Microsoft Entra ID

Published July 3rd, 2025 by Daniel White

This section describes the configuration of single sign-on (SSO) with Microsoft Entra ID. What is the Microsoft Entra ID? https://learn.microsoft.com/en-us/entra/fundamentals/whatis You can integrate Microsoft Entra ID with Remote Assistance Connect and create policies based on user identity and group membership. Users authenticate to Remote Assista

Setup login via Microsoft MyApps

Published July 3rd, 2025 by Daniel White

This section describes the configuration of Microsoft MyApps with Microsoft Entra ID. Setup Microsoft MyApps Log in on to Azure portal . (https://portal.azure.com) Go to Azure services > Microsoft Entra ID . Select Manage > Enterprise applications . Search for your application, e.g. Remote Assistance Connect and click on it. Select on the left

Integrate RA connect via URL or hyperlink

Published July 3rd, 2025 by Daniel White

Description By passing query parameters, it is possible to: automatically search for an asset automatically connect to a service of that asset (if available / optional) automatically hide the sidebar automatically close the browser window, when the session ends Parameters Parameter search_asset A wildcard search parameter is the same as when a searc

FAQ

Published July 3rd, 2025 by Daniel White

Q: How to log in via SSO (Single Sign-on)? A: There are two available options: Please use the following link: https://connect.matrix42.com.pages.d...imagoverum.com . You can modify the username in the URL to a new one, such as test@imagoverum.com to log in via SSO. If you use the link https://connect.matrix42.com.pages.dev/auth/login/sso without spe

Version 1.9.0020

Published July 3rd, 2025 by Daniel White

Installation and Update Requirements Recommended Version: To ensure compatibility and optimal performance, we strongly recommend installing Enterprise Service Management Platform version 12.5 or higher. This version has undergone rigorous testing, offering seamless integration with our application while minimizing compatibility issues. Several new f

Version 1.4.0025

Published July 3rd, 2025 by Daniel White

Installation and update requirements Enterprise Service Management Platform Version 12.0.1.1133 or higher Feature Ad-hoc Remote Assistance sessions (View only) from Service Desk New Remote Agent version (3.25.0001) Bugfix Additional bug fixes and improvements

Profile Management

Published July 3rd, 2025 by Daniel White

Overview The Profile Management feature in M42 FastViewer allows administrators to create and assign standardized connection settings for client devices. Profiles ensure consistent security, access behavior, and user experience across systems. Profiles can be assigned to individual devices or folders (locations), making it easier to scale and manage

Version 1.5.0015

Published July 3rd, 2025 by Daniel White

Installation and update requirements Enterprise Service Management Platform Version 12.0.3.xxxx or higher Feature Remote Assistance via Service Desk - All linked assets and assets linked to the affected user in the asset selection are now available in the dropdown selection Enhancements Icons for 2nd level navigation items are now shown File Manager

Managing Connections

Published July 3rd, 2025 by Daniel White

Overview Each registered device offers a dropdown menu of actions for managing and interacting with that system remotely. These tools allow you to provide support, perform maintenance, or transfer files. Always confirm the session you're targeting to avoid interfering with the wrong user! Desktop (User Name) Opens a remote desktop session to the s

Settings

Published July 3rd, 2025 by Daniel White

Overview Clicking on the Options icon opens the settings dropdown menu: The following settings can be accessed from there: User Management Profile Management Logging Account Settings Entra ID Settings Download Agent License Information Change Language Release Notes Help Center Logout Version Info (version number) User Management Used for managing u

Version 1.7.0022

Published July 3rd, 2025 by Daniel White

Installation and update requirements WebconferenceServer 4.1.8990.18519 update is necessary for the latest functions with Remote Assistance Web 1.7.0022 (OnPremise customers can find the latest Serverversion in portal.fastviewer.com) Enterprise Service Management Platform Version 12.0.4.xxxx or higher Bug Fix Fixed missing french translations for "a

User Management

Published July 3rd, 2025 by Daniel White

Overview The User Management section in M42 FastViewer allows administrators to create, modify, organize, and control user and group access. Main User Management View Key Functions: + Add user / + Add group: Buttons for creating new users or user groups. Search Bar: Quickly locate users or groups by name. Showing Users (Dropdown Filter): Lets you fi

Version 3.20.0067 (Win)

Published July 4th, 2025 by Daniel White

Windows Feature: HQ Audio/Video Tab Requirements: FastViewer Windows & OSX Modules 3.20.0067 or higher Portalsettings: Instant Meeting -> Sidebar -> Audio/Video (HQ) Windows requires the CEF Package (automatic download / or download integrated with the module) For self hosted Server Solutions: FastViewer Server Version 3.1.8123.20540 or ne

Version 3.20.0068 (Win)

Published July 4th, 2025 by Daniel White

Windows Feature: Remote Console: A Button has been added to deactivate the clipboard synchronization. Info: CEF Package (Chromium Embedded Framework) has been updated to Version 1.7. When a session is locked, telephone conference participants can not join anymore. (MediaServer 1.1.5 update requried.) Remote Console: "Perform auto update on all remot

Version 3.23.0001 (Win)

Published July 4th, 2025 by Daniel White

Windows Bugfix: Remote Console: An Instant Meeting session can now be started directly from the Remote Console using the "Create new session" button. Remote Console: Column changes in the lower "Terminal Server Sessions" section are now saved when the Remote Console is reopened. Remote Console: The initial state of clipboard synchronization can now

Version 3.30.0039 (Win)

Published August 18th, 2025 by Daniel White

Windows Features Proxy Connections: Remote Agent: We implemented a new connection-handling logic that automatically attempts to bypass a proxy whenever a proxy-related connection issue is detected, ensuring the agent is accessible. This is relevant for accessing an Agent via the FastViewer Remote Console, FastViewer WebConsole, or the Remote Assist

Version 3.27.0017 (Win)

Published July 4th, 2025 by Daniel White

Windows Improvement Added a new portal setting: "Allow automatic session join" (portal.fastviewer.com -> General -> Security) If the default option is active, FastViewer modules behave as usual If disabled, opening a module from an invitation link will display a "session join" window, with a fixed session id. Implemented for customers with Ant

Check inventory of Oracle databases step-by-step

Published October 13th, 2025 by Daniel White

This article describes how to check inventory of Oracle databases in a step-by-step approach. This procedure can help finding issues and is normally not required. Transfer target systems to the scan appliance To communicate the target systems to be inventoried to the scan appliance, you must execute the "Oracle Database Inventory" data provider, w

Install scan agents

Published October 13th, 2025 by Daniel White

Overview The appliance version in use determines which version of agents need to be installed. Therefore you should only install or update the agents supplied with the respective version! The file Agenten.tar contains another archive named "Agenten" without file extension. Both archives must be unpacked one after the other. Ultimately, the following

How to implement Datacenter Compliance

Published October 13th, 2025 by Daniel White

Overview Matrix42 Workspace Management provides comprehensive server inventory options by integrating a specific external scanner. This system inventories servers and forwards the results to Matrix42 Workspace Management. Based on the imported data, Matrix42 Workspace Management adds hardware and software data to the respective servers and creates t

How to implement Oracle Database Compliance

Published October 13th, 2025 by Daniel White

Overview Matrix42 Software Asset Management provides an Oracle database inventory option by integrating a specific external scanner. This system scans computer on Oracle database instances. Based on the imported data, Matrix42 Software Asset Management generates fingerprints and installations for Oracle databases and triggers the creation of license

Scan machines via router

Published October 13th, 2025 by Daniel White

Overview This document describes the configuration of an agent as a router. This makes it possible to scan systems that cannot or may not establish a direct connection to the scan appliance. Setup Two steps are necessary to assign router functionalities to an agent. On the one hand a router must be defined via GUI and on the other hand the configura

Access rights for scanning Oracle Databases

Published October 13th, 2025 by Daniel White

How to configure access permissions The product determines the license status of Oracle databases on the queried server systems. In addition to system information, information from the Oracle databases must also be queried. The product does neither read application-specific nor customer-specific data. The query of the databases is configured out-o

Monitor Oracle database and Datacenter inventory results

Published October 13th, 2025 by Daniel White

Tracking results for inventory configurations After the data provider has been activated, you can monitor the progress by checking the preview of its configuration. You can access the preview by clicking the configuration once on the data provider's preview or dialog. Alternatively, the list of all inventory configurations is available under Server

Version 1.2.0013

Published July 3rd, 2025 by Daniel White

Feature Connect to Desktop Connect to Logon Session File-Transfer CMD command box Powershell command box Remote Agent Update Send keyboard scan codes to client Remote update for Agent Add time-tracking information to incident Name of the controlling admin customizable BugFIX Additional bug fixes and improvements.

Release Notes

Published July 16th, 2025 by Daniel White

You can find a general overview of Marvin's features here: Chat Features 1.2.0 Maintenance Update Released for Matrix42 ESM Versions: 9.1.1, 9.1.3, 10.0.0 Updated to support Matrix42 ESM 10.0.0 Fixed a Bug where Marvin told the user "Cannot connect to License Server" when trying to validate the license of the customer Fixed a Bug where Marin wo

Push Notifications

Published July 16th, 2025 by Daniel White

Push Notifications Push notifications are pro-active messages from Marvin for the user in the personal chat. They can be configured to be triggered by various status changes. The main use cases are Incident status changes or Order status changes. Please make sure that all necessary requirements are fulfilled. Detail can be found in our requirements