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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
Organizational Requirements
Published July 18th, 2025 by Daniel White
Overview The following should be available to install Matrix42 Enterprise Service Management: The .exe installation file (can be downloaded by registered users) License keys or license certificates Service Account A domain account is required for the Matrix42 Enterprise Service Management server; it receives the client requests and communicates with
UEM Agent Windows
Published January 3rd, 2026 by Daniel White
The UEM Agent for Windows is the software deployment component of Matrix42 UEM (Empirum). It runs as a background service on all managed Windows devices. The agent provides an easy-to-use user interface that allows users to install software from a kiosk, postpone automated software installation requests, and track installation progress. Additionally
Error parsing the Matrix42 Patch Catalog update catalog. Certificate verification failed
Published November 20th, 2025 by Daniel White
If you use the patch catalog for SCCM in offline mode and have copied the catalog downloaded from another computer to the installation system, the following error message may appear. "Error parsing the Matrix42 Patch Catalog update catalog. Certificate verification failed. flags=PartialChain" The problem occurs because there are no certificates on t
UEM Agent II: macOS
Published September 8th, 2025 by Daniel White
Distribute UEM Agent With the power of Matrix42 Unified Endpoint Management, you can benefit from combining the capabilities of a modern enterprise mobility management solution with all the capabilities that the classic lifecycle management provides. With a hybrid management it is very easy to provide a streamlined onboarding process for new employe
Factory Reset Protection and Bypassing for Android and Samsung Knox
Published September 20th, 2025 by Daniel White
Factory Reset Protection and Bypassing The Factory Reset Protection is a security feature on Android and Samsung Knox devices running on Android 5 and newer. It was designed to make sure that someone is not able wipe and factory reset a phone that is lost or stolen. If a user adds to their devices one or multiple Google Accounts, the Factory Reset P
Volume Purchase Program: Token Renewal
Published September 21st, 2025 by Daniel White
Overview As the Volume Purchase Program Token is valid for maximum one year, this article helps to quickly renew your Volume Purchase Program connection in Silverback every year by downloading and importing a new Token into the Management Console. Download new Token Open your Apple Business Manager or Apple School Manager Login with your administra
Empirum 24.0 Update 3 - Release and Update Notes
Published December 23rd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
Automation Workflow Activities Example
Published August 30th, 2025 by Daniel White
Example 1 - Replace in Assignments Action The example is based on a build in feature which allows the replacement of a device or object in multiple assignments. It is based on an Action in the UI and uses a wizard to gather the required information. The result is handed over to a workflow using the activity "Add/Remove Devices to/from Assignments" a
Setting a baseline for software products
Published August 14th, 2025 by Daniel White
Overview The Set Baseline action is a tool you can use to keep track of compliance status of software products. A baseline is a check mark with which you verify whether the current state of the key data is correct. By running this action for a software product, you document that its compliance status is verified at a specific point in time. As a res
Silversync Guide III: Configuration
Published September 2nd, 2025 by Daniel White
Silversync Configuration You should have now successfully accomplished Silversync Guide II: Installation Navigate back to Silverback Management Console Click OK Refresh your Browser page and/or click refresh button in the table You should see your server, with a last connection time and IP Address Click Edit Check your Deployment Options Make a sel
Checking usage status and possible entitlements of licenses
Published August 13th, 2025 by Daniel White
Overview When you create or import licenses, one of the most crucial attributes is the quantity of usage rights that a particular license provides. You can quickly assess the license usage by analyzing usage rights' chart in the license preview. You can also gain transparency about possible entitlement of existing license requirements with usage rig
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
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
Mail Gateway Integration VI: Connection Check
Published September 8th, 2025 by Daniel White
Check Remote Access You should be able to navigate to the Mail Gateway or Exchange Server externally by opening one of the URLs: https://smg.imagoverum.com/Microsoft-Server-ActiveSync/HealthCheck.htm You should see the following result: https://smg.imagoverum.com/Microsoft-Server-ActiveSync You should get here to an Authentication Request form in
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
Layout Templates
Published July 20th, 2025 by Daniel White
Overview Layout Templates – Dialogs, Previews, Wizards, Landing Pages, and Dataset Views – are Solution Builder entities that allow users to easily create the UI of their Applications without any (or with only minor) coding involved. To create a Layout Template for a page, in Administration, under User Interface → Layouts: Layout type: select the ty
iOS IV: Use S/MIME Signing and Encryption
Published September 7th, 2025 by Daniel White
S/MIME Signing and Encryption Secure/Multipurpose Internet Mail Extensions can be used a standard for public key encryption and signing on E-Mails. In Silverback 19.0 Update 3, we introduced the support of the Secure/Multipurpose Internet Mail Extension which can be used a standard for public key encryption and signing E-Mails for iOS and iPadOS dev
Query Analyzer
Published August 21st, 2025 by Daniel White
Overview Query Analyzer is a tool that allows you to analyze and validate ASQL queries before you add and use them in the following areas of ESMP, for instance: Data Definition: Display Expression Configuration Item: Display Expression Configuration Item: History Expression Dataset View: Filter Expression Data Query: Column Data Expression Navigatio
Grid Controls Overview
Published September 10th, 2025 by Daniel White
Managing data representation in grids: configuring display, navigation, and editing information organized in the form of spreadsheets. Details This page provides an overview of the Layout Designer's Grid Controls, their types, configurable properties, and use cases. Grid Controls are one of the data representation types intended for proper display,
Navigation Items
Published July 20th, 2025 by Daniel White
Overview Navigation Items are the menus that allow users to navigate through the applications. On this page you will learn how to: Manage multi-level menus hierarchy: create New Navigation Items of any nesting levels; edit provided by default Navigation Items of the Matrix42 platform; build static sub-menu items hierarchy ; generate sub-menus dynami
General Data Protection with Matrix42 Silverback (GDPR/DSGVO)
Published September 20th, 2025 by Daniel White
Mobile Device Management and GDPR Mobile device management is not just about the technical aspects of the software. Many legal requirements - including those of the EU General Data Protection Regulation (EU GDPR) - must also be observed when using it. Matrix42 Silverback and its proper configuration supports compliance with the EU GDPR. Matrix42 Sil
About this Document
Published January 2nd, 2026 by Daniel White
This document first describes the requirements for the Matrix42 Pre OS Package Editor Add-On for the Power Shell ISE. This is followed by “step-by-step” instructions on how to create a new Pre OS package and edit an existing one. Requirements To use the Matrix42 Pre OS Package Editor, the following requirements must be met for the computer on which
Application Guide Part III: Add iOS/iPadOS Application
Published September 6th, 2025 by Daniel White
Overview In general, Silverback allows you to distribute 3 different types (App Store, Enterprise and VPP) of applications for iPhones, iPads and also iPods. Each of these applications can be provided with a specific app configuration and you can set options for the distribution or installation of the applications. Enterprise applications require an
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
How to build a new UUX application
Published August 24th, 2025 by Daniel White
Goal The article demonstrates how the new UUX application can be created. Creating the full-fledged UUX application, full of the UI and Business Logic, is sophisticate process which includes multiple steps. Please check the tutorial "Sample: Fleet Management Application" which lesson by lesson covers various aspects of the building UUX application w
Matrix42 Workflow Studio: Empirum Activities
Published September 16th, 2025 by Daniel White
Overview These workflow activities use Matrix42 Empirum SDK version 1.1. SDK 1.1 requires the Empirum API version 16.1.1. If you are running an older Empirum version (e.g., 16.0.3), please use SDK 1.0. An SDK client must be able to communicate with the Empirum API over the configured port (e.g., port 9200). A client is any 64-bit Windows operating s
Supplementary data protection information on the transmission of so-called telemetry data
Published January 15th, 2026 by Daniel White
The Matrix42 software collects anonymized usage data and transmits it to Matrix42. The Mixpanel tool from the manufacturer Mixpanel Inc. is used for this purpose. The collection and transmission of anonymized data serves the purpose of improving our products and services. The data is collected and transmitted exclusively in anonymized form. Neverthe
Installation window (Z-Dialog/Task List)
Published January 4th, 2026 by Daniel White
The UEM Agent provides a modern interface to make it easy for the end user to see what options he has to execute or postpone management actions. Important changes compared to the Advanced Agent: The number of postponements is specified by days and no longer by "polling" intervals. Two times means that the user can postpone on two days, after that th
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
Open Web Clips with Chrome or Edge on iOS and iPadOS devices
Published September 20th, 2025 by Daniel White
Open Web Clips with Chrome or Edge Silverback allows administrators to push down Internet shortcuts to their managed devices, giving users easy access to the websites the administrator wants. As Safari is the default browser on iOS and iPadOS devices and this is not changeable through the MDM protocol, this guide demonstrates a configuration workaro
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
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
Product Hardening (Security)
Published December 24th, 2025 by Daniel White
Goal The goal of product hardening is to reduce the possibilities of exploiting vulnerabilities in order to be better protected against attacks. For example, vulnerabilities are exploited for identity theft, resulting in the imminent blackmail or industrial espionage. For this reason, appropriate protective measures should be activated with the foll
macOS II: Assign Certificates to Active Directory User Objects
Published September 7th, 2025 by Daniel White
Assign Certificates to Active Directory Object Prerequisites Supported Server Operating Systems Certificate Authority is installed on Windows Server 2008 R2 Certificate Authority is installed on Windows Server 2012 Certificate Authority is installed on Windows Server 2016 Certificate Authority is installed on Windows Server 2019 Certification Author
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 install and update nodes in the cluster
Published September 15th, 2025 by Daniel White
Overview The purpose of this section is to go beyond the baseline of Matrix42 Software Clustering Basics and see what the possible options are to extend the existing single Matrix42 instance and transform it into a highly available and scalable multi-server infrastructure. Before we proceed further, we must consider the fact that the current single
Updating OS Versions on Apple devices
Published September 21st, 2025 by Daniel White
Overview Managing software updates and upgrades involves testing prerelease updates and upgrades, deploying them to user’s devices, and enforcing policies that mandate users keep their devices up to date. The purpose of this article is to provide some additional information about the Update OS action in Silverback and its device-specific requirement
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
Actions
Published July 19th, 2025 by Daniel White
Overview Action is the User Interface element of the UUX, which is representing some operation which allowed to be run in the current execution context. The SolutionBuilder conciders multiple variables to define the execution context, like current UUX Application, or selected Management Area, selected Object or multiple Objects, and their statuses.
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
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
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
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.
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
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
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
Version 23.0 Overview
Published August 31st, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
Schema Scripts
Published August 21st, 2025 by Daniel White
Overview Schema Scripts is a mechanism used during the Matrix42 system installation and update. Schema Scripts are intended for the Database Layer of the entire Matrix42 system as a way of creating, modifying and deleting: table structure elements of the relational database; data objects and records of the existing tables. Schema Scripts are applied
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
Ownership section
Published July 20th, 2025 by Daniel White
Show Ownership option It is possible to generate a standard Ownership panel upon Dialogs and Previews automatically. Configuration There is an option in Dialog/Preview configuration dialog called "Show Ownership" as shown further. This option is visible only if Dialog/Preview is based on a Configuration Item that contains SPSCommonClassBase. Wheneve
CVE-2021-44228: Apache Log4j Remote Code Execution Vulnerability - Log4Shell
Published June 11th, 2025 by Daniel White
Overview CVE CVE-2021-44228, CVE-2021-45046, CVE-2021-45105 and CVE-2021-44832 CWE CWE-94 - Improper Control of Generation of Code ('Code Injection') CVSS v3.x 10.0 - Critical In this article we would like to inform you about the critical vulnerability in the widely used logging library for Java applications Log4j (also known as Log4Shell) and its
Dynamic Grid
Published September 9th, 2025 by Daniel White
Overview This how-to explains the basics of the Dynamic Grid settings and provides examples of the properties configuration. The main purpose of the dynamic grid type is to display data that is dynamically uploaded, processed, parsed, and represented in the application like a spreadsheet. Use cases and data sources: data import: data can be retrie
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
Automated Assignment with active Filters
Published January 5th, 2026 by Daniel White
About this Document This article describes scenarios and best practices for automatically assigning computers to existing assignment groups to automate software deployments. There are several options to automated assignments in Matrix42 UEM. This article covers the use of active filters in the Empirum Management Console (EMC). The automation of assi
Attachments Control
Published September 9th, 2025 by Daniel White
Overview If it is needed to attach files to an object or show already attached files you may use the Attachments control. Appearance To add an attachment one may click on a "DROP HERE" tile or drag and drop files to this tile. To delete an attachment move the mouse cursor upon it and click the Delete button. To download an attachment move the mouse
Open Points and Troubleshooting
Published January 5th, 2026 by Daniel White
Troubleshooting We highly advise to uninstall the old Empirum Sync templates from any machine which is supposed to work with the new UEM Depot Sync. They will interfere with each other which will result in unforeseen and unwanted results. If the sync server status in the EMC is not up-to-date or starting sync jobs manually does not work, the service
Enum Picker
Published September 10th, 2025 by Daniel White
Controls for picking values of the Schema Pickups: Enumeration Picker and Multiple Enumeration Picker. Overview The Solution Builder provides two controls for picking values of the Schema Pickups. The Enumeration Picker is used for selecting a single Pickup value, and the Multiple Enumeration Picker is used for selecting several values of the specif
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
Getting started with upload Software Packages
Published January 5th, 2026 by Daniel White
Introduction In order to deploy software or operating systems the required packages needs to be prepared, uploaded and registered at the server. This getting started describes the options to prepare and upload the packages for the various package types. Depending on your licensing model, you have two options for the subsequent upload of packages. On
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
Object Data Service: Create Object
Published August 26th, 2025 by Daniel White
Details Creates a new Object of the specified Configuration Item. Request URL POST https://{server_name}/m42Services/api/data/objects/{ciName} URL attributes Element Description Type Required ciName Technical name of the Configuration Item (e.g. for Incident is "SPSActivityTypeIncident") string Required Headers For a list of available HTTP request
Android Guide II: Connect a device
Published September 3rd, 2025 by Daniel White
Android Enrollment For every enrollment on Android devices a third party application is used to connect the device to the Mobile Device Management. This third party application is called a Device Policy Identifier. Matrix42's DPC name is Matrix42 Silverback Companion and is available on Google Play. Android offers three different device management o
Integration with Power BI
Published August 26th, 2025 by Daniel White
Overview Learn how to set up Enterprise Service Management Platform integration with Power BI via ESMP API. Enterprise Service Management Platform serves as a source of data, while Power BI allows creating reports and dashboards based on the retrieved data. Furthermore, the Power BI reports can be integrated in ESMP. ESMP Data Source Access To use E
Change the Empirum Management Console language
Published January 5th, 2026 by Daniel White
To change the display language of the Empirum Management Console (EMC) you need to do the following steps. The EMC will use your local computer keyboard language. You need to change the keyboard language. The preferred Explorer need also some changes. After starting the RDP Web Client you need to change in the Settings area the language as well. Res
Deployment of the UEM Agent (Empirum) SaaS via UEM Console
Published January 5th, 2026 by Daniel White
Overview This article describes the required steps to download and initially deploy the Windows UEM Agent. The UEM Agent provide extensive software deployment options and an intuitive user interface. It requires the use of Empirum as software deployment solution. Alternatively the UEM Agent can be deployed via Silverback. See the online documentatio
Empirum 23.0.x - System Requirements
Published December 24th, 2025 by Daniel White
Preface The system requirements below are the minimum requirements for a Matrix42 Empirum v23.0 installation. Since each customer has individual requirements regarding the number of clients, the work processes and infrastructure, these standard requirements should be deemed guidelines to be used for customer-specific implementation concepts. Require
Empirum 23.0 Update 2 - Release and Update Notes
Published December 23rd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update.Please find the installation files of this version on Matrix42 Marketplace.System requirements, integration guides and instructions for installation and update are availab
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
JavaScript Library for Layout Designer
Published September 12th, 2025 by Daniel White
Overview Out of the box, the SolutionBuilder delivers the library of the JavaScript functions which are helpful for using in the Layout Designer Calculated Fields. mx.Schema A set of methods for working with the Schema mx.Data CRUD operation for working with the Production database Promises In modern HTML application (like UUX) any function call wh
Matrix42 Workflow Studio: Service Desk Activities
Published September 16th, 2025 by Daniel White
Change Management Activities Change Approval Creates approval tasks for any decision-makers for change workflows and waits until the change approval task is processed by the decider. Repository category: Service Desk > Change Management Special Attributes: Everybody has to decide = Yes For each decision-maker and each role member (members of the
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
Maintenance Mode
Published August 28th, 2025 by Daniel White
Overview The Maintenance Mode turns on automatically every time the Matrix42 Enterprise Service Management undergoes any system updates or any changes are applied, for example, via Configuration Wizard. This mode is necessary to safely perform any maintenance task while making sure that any conflicts are avoided. The Maintenance Mode lets the Matrix
Tips and Troubleshooting
Published January 4th, 2026 by Daniel White
If the Software Kiosk or Installation UI cannot be displayed The new user dialogs are based on a locally executed web page that is displayed with an embedded chrome browser. To do this, it is necessary to set the Internet properties so that no proxy is used locally, and the local computer is classified as secure. In addition, the "localhost" should
How to use UEM Depot Sync 2.1 and later
Published January 5th, 2026 by Daniel White
Changes in Version 2.1 As of version 2.1 the UEM Depot Sync has some major advantages and changes. First of all we have increased the performance of the synchronization of computer values, which are the computer its .ini, .ddc and os.ini files. The Empirum Servers (Master/Depots) are using less disk space and have to write and keep fewer files if th
Email Descriptors: Literals
Published September 10th, 2025 by Daniel White
Configuring text, date, currency and links data in the e-mail templates. Overview E-mail Descriptor literals are intended for representing a fixed value from the defined in the email template data sources. Literal style cannot be adjusted in the text editor and is defined additionally per each added on the e-mail descriptor literal as CSS properties
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
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
Empirum 25.0.1
Published December 22nd, 2025 by Daniel White
About This Release This document describes functional changes, bug fixes, known issues, modified behaviors, and changed platform support that have been added since the last update. Please find the installation files for this version in the Matrix42 Marketplace. System requirements, integration guides, and instructions for installation and update are
Activation Lock and Bypassing for iOS and iPadOS devices
Published September 9th, 2025 by Daniel White
Overview The Activation Lock feature for iPhones, iPads or iPods is designed to prevent anyone else from using a device that he does not own. The process and benefit of this feature is simply explained. As these devices are mostly designed for the consumer market, a user buys a phone and will log into their personal Apple ID. At this point, the acti
Web Services tokens: Generate API Token
Published August 26th, 2025 by Daniel White
Web Services integration basics and authentication in the REST API services. Generating API token via user interface. Overview API Tokens is a special mechanism of Web Services authentication designed for 3rd party integration. Unlike other available authentication approaches in UUX, the API Token mechanism does not require End-User interaction (to
Devices Guide Part I: Pending
Published September 4th, 2025 by Daniel White
Pending Devices The Pending Devices section displays all outstanding enrollments for users. There are three different ways to create a pending enrollment: By end user self enrollment via Self Service Portal Administrator, Helpdesk or Super Helpdesk initiated via (single) provisioning Administrator, Helpdesk or Super Helpdesk initiated (bulk) provisi
Empirum PowerShell Package
Published January 5th, 2026 by Daniel White
Empirum natively supports PowerShell as a packaging language, eliminating the need to wrap PowerShell scripts in Setup.inf files. The Package Wizard makes it easy to create software packages using either a default PowerShell template or custom-defined ones. The latest UEM Agent executes PowerShell scripts directly. It is possible to install and unin
Exchange Protection Integration I: Exchange Online with Modern Authentication
Published September 7th, 2025 by Daniel White
Exchange Protection with Modern Authentication The Exchange Protection provides a seamless and secure way for Silverback to manage access to Microsoft Exchange through modern authentication. By leveraging Remote PowerShell, the Silverback server connects directly to the Exchange environment and executes the necessary cmdlet commands to ensure that o
Uninstall UEM Agent on macOS devices
Published September 21st, 2025 by Daniel White
macOS UEM Agent Uninstallation In some certain scenarios it might be necessary to uninstall the UEM Agent from your macOS devices. This guide will help to remove the UEM Agent from macOS devices very quick and simple. A script for the UEM Agent Uninstallation is part of the macOS components packages and basically you need fist to ensure to bring thi
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
Enable Application List Privacy
Published September 20th, 2025 by Daniel White
Overview When you manage your mobile fleet with an enterprise mobility or mobile device management solution, there might be requirements to respect the privacy of data being collected. When you manage mobile devices, your devices are reporting by default the full installed application list with managed and non-managed applications to your management
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
EWC - Java and Apache Tomcat Update
Published December 24th, 2025 by Daniel White
Update of the EWC Java and Apache Tomcat Versions For the Empirum Web Console (EWC), Matrix42 delivers a new package with components for Java and Apache Tomcat that are current at the time of creation as part of the product updates (usually every 3 months). It may happen that shortly after delivery there are new updates with solved security holes fo
Enforced Blacklist Whitelist for iOS and iPadOS
Published September 20th, 2025 by Daniel White
Overview Silverback offers two ways to influence installed applications on iOS and iPadOS devices. The first one, Silverback blacklist, is a method that does not interfere directly with the device and Silverback will perform here certain actions based only on the list of installed applications that devices send to the management system if an unwante
Authentication and Authorization Scenarios
Published August 24th, 2025 by Daniel White
Overview Authentication is the process of obtaining identification credentials such as the name and password from a user and validating those credentials against some authority. If the credentials are valid, the entity that has submitted the credentials is considered an authenticated identity. Authentication in Matrix42 Enterprise Service Management
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
Web Services: Authentication types
Published August 26th, 2025 by Daniel White
Authentication types and mechanisms for Matrix42 Web Services integration. Goal The Enterprise Service Management application delivers rich REST Services API. And in many cases the existing Web Services need to be requested outside of the UUX application, when OAUTH token is not available. The System provides two alternative approaches for authentic
Endpoint Protection I: Dashboards
Published August 29th, 2025 by Daniel White
Overview The Endpoint Protection Dashboards are available in Secure Unified Endpoint Management and provides you an overview of security relevant information, reported by your managed devices.
Dashboard Widget (Classic Look)
Published September 9th, 2025 by Daniel White
Overview Dashboard Widget is a graphical element of a user interface that serves as a container for other control descriptors that can hold information: Dashboard Widgets display example on the Home page of the Service Desk Dashboard Widget itself does not have any properties that are actually related to the data retrieval to the layout as it is onl
Release Notes 23.0
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 23.0 Setup can be used: to perform a new installation. to perform an update based on the version En
Configure remote application usage and platform access tracking
Published August 13th, 2025 by Daniel White
Licensing of remote usage and access Accounting for license compliance follows different rules when applications are not installed locally on the users' devices but provided somewhere in the organization's network. Several technologies and scenarios can accomplish this. The most known are Microsoft Remote Desktop Services (formerly known as Terminal
Action: Restart Computer
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Restart Computer" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Restart Computer" action is selected, the following window is displayed with additional configuration options with various alternatives to share information. The w
Port Configuration Enterprise Manager
Published November 20th, 2025 by Daniel White
Introduction This document describes the ports used for Enterprise Manager for SCCM. Abbreviations used within this document: EM = Matrix42 Enterprise Manager for SCCM EM-DP = EM Distribution Point Port configuration Within an EM infrastructure various services are available that must be responsive to be able to operate the system. To ensure this re
How to Set up the Primary Site
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7. To allow the Enterprise Manager to access the SCCM resources, a new "primary site" must be created. To do so, please go to the respective menu option under Administration - SCCM - Primary Sites - New Primary Site A new window will open, where the SCCM parameters can be specified. These data only relate to the already ins
How to perform a manual EM database update
Published November 20th, 2025 by Daniel White
Applies for EMv6 & EMv7 How to perform a manual EM database upgrade The Setup EmMigrate.exe file is required to perform a manual database backup of an EM instance. During a normal update of the EM sever via Setup, a database update is performed automatically when the installation has been completed. This works only if one of the first 3 digits o
Inventory
Published November 18th, 2025 by Daniel White
The inventory can be used to view all EM-managed computers. Search The Search inventory displays computers, based on various search criteria. You can search for computer name, model, manufacturer and main user. Only parts of the search terms are entered, no wild cards need to be used. For found computers all available information is displayed, for i
EM Communication Encryption
Published November 19th, 2025 by Daniel White
As of version 7.3, communication between all Enterprise Manager components is encrypted using the TLS 1.2 standard. Therefore it is absolutely necessary that the Enterprise Manager Server and the Enterprise Manager Distribution Point run in the same version and that the communication works via https. The communication to the agents also works to the
Downloads with the EM Agent
Published November 20th, 2025 by Daniel White
General information This document describes how you can perform downloads out of the SCCM infrastructure onto a local client, which requires a basic knowledge of the Enterprise Manager. Synchronization of SCCM distribution points Distribution points are managed in the Enterprise Manager under Administration -> SCCM -> Distribution Points. Sync
Installation EM Distribution Point
Published November 18th, 2025 by Daniel White
Overview Distribution points are installed after Enterprise Manager Server installation. The EM DP controls and manages all downloads of the EM Agent, and therefore, it is important to install the EM DP on all SCCM distribution points. Prerequisite .NET Framework 4.8 To start the installation, you must launch the file "Matrix42 Enterprise Manager Di
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
Installation and Configuration
Published November 20th, 2025 by Daniel White
To be able to use the third-party patch management, a WSUS Server and a Software Update Point (SUP) must have been installed accordingly. The following section describes installation and configuration of the Matrix42 3rd Party Patch Catalog for SCCM. The patch module allows the administrator to distribute third-party patches (e.g., by Adobe, Oracle,
Administration
Published November 18th, 2025 by Daniel White
The Matrix42 Enterprise Manager is an extension to the Microsoft System Center Configuration Manager or Microsoft SCCM to add the following functionality for large enterprises: Enhanced package administration: An order of software to be distributed is specified, as is the behavior in case an error occurs and the patch used for package distribution.
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
Action: Download Software Package
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Download Software Package" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Download Software Package" action is selected, the following window is displayed with additional configuration options with various alternatives to share
Support of SCCM Maintenance Windows
Published November 19th, 2025 by Daniel White
This documentation describes the feature "Support of SCCM maintenance windows" and the general changes in the whole product. With the implementation of the feature with version 21.0 the EM-Server and EM-Agent now not only knows the device collections to distribute software, but per device collections so called maintenance windows can be created. Per
Automation Workflow Activities Overview
Published August 30th, 2025 by Daniel White
Workflow Activities Workflow activities provide the ability to automate software deployment processes by using workflows. The workflows can be initiated by compliance rules, actions or part of change management processes. Workflows allow the creation, update and deletion of assignment by changing properties like a rollout plan or add and remove devi
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
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
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
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
Devices Guide Part IV: Blocked
Published September 4th, 2025 by Daniel White
Blocked Devices Blocked devices results either in automatic or manual blocking. When a devices is blocked all corporate data will be removed from the devices, like Exchange Active Sync or other privileges. The device is still managed and will maintain any security policies and device restrictions that have been put in place. Devices that are blocked
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
Matrix42 UEM Software Deployment - Best Practices
Published September 30th, 2025 by Daniel White
About this document Introduction to software distribution options with Matrix42 UEM. Best practices for frequently used software distribution tasks. Software distribution with Matrix42 UEM offers a wide range of options for installing software on many computers efficiently and with as little user disruption as possible. Because of the wide range of
iOS Guide VI: Device Supervising
Published September 3rd, 2025 by Daniel White
Device Supervising Supervising is a mode that allows a Silverback and all Enterprise Mobility suites to control additional functions on iOS or iPadOS devices and is intended for organization owned devices. The easiest way to utilize supervision is to enroll devices with Apple's Device Enrollment Program (DEP) as devices enrolled in Silverback via DE
Sample: Fleet Management Application
Published August 24th, 2025 by Daniel White
Overview Goal This tutorial leads you from the very basics of the Solution Builder to the most general and most popular features of the applications, and step-by-step demonstrates how to build a full-fledged UUX application starting from scratch, and recommends the development techniques which simplify the development of big multi-functional applica
Data Provider IV: Intune API Permissions
Published August 29th, 2025 by Daniel White
Add Required API Permissions for Intune Device Actions Endpoint devices which are imported from Microsoft Intune are displayed in UEM/SUEM endpoint device lists. In order to perform the supported device actions like refresh, reboot, wipe and autopilot reset extended API permissions are required compared to the ones configured when setting up the Int
UEM Agent I: Configure HTTPS communication
Published August 29th, 2025 by Daniel White
Overview This guide will provide you a fast forward progress to enable the basic HTTPS communication for your client to server communication. There a two different reasons why you want to enable the UEM Communication over HTTPS. First and for security reasons, you want have an encrypted communication between the clients and the server and second is
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
Secure Unified Endpoint Management 21.0.2
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 21.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements Please refer to: Installation Guide II:
Renew your Exchange Protection Certificate
Published September 20th, 2025 by Daniel White
Overview If you have configured the Exhange Protection Integration on Exchange Online with Modern Authentication, your self-signed certificate for the authentication against Exchange Online will most likely expire every year or every second year, and failure to renew this certificate will result in failures in handling access to Exchange ActiveSync.
Software Distribution V: App Protection
Published August 29th, 2025 by Daniel White
App Protection App protection policies are displayed in Secure Unified Endpoint Management and are rules which will help to increase the security for your organization's data, even when the devices are not managed with Silverback. The app protection policies are part of the Microsoft Framework integrated within the Graph API and can be configured th
Secure Unified Endpoint Management 2007
Published August 29th, 2025 by Daniel White
System Requirements Required dependencies that need to be installed and licensed Matrix42 Enterprise Service Management Platform 10.0.1 or later. All Empirum versions in support. Empirum 20.0.1 or later for Service Bus Integration with Hotfix from 30.July.2020 or newer. All Silverback versions in support. Silverback 20.0.1 or later for Service Bus I
Endpoint Protection III:Patch Management
Published August 29th, 2025 by Daniel White
Patch Management The list shows all available Patch Management Patch- and Service Pack Groups. Selecting an entry shows details in a preview and the current assignments Create Assignment Creates a new assignment with the selected Patch Group(s). Add to Assignment Adds the selected Patch Group(s) th an existing assignment.
Management Roles
Published August 29th, 2025 by Daniel White
Overview The default setting is that the usage of the UEM Console is permitted to administrative users only. and the following article describes how to allow other users to use the UEM Console. Permit non-administrative users In order to allow an existing person to use UEM console please proceed as followed: From the app-drawer choose the Master Dat
Create Assignments
Published August 29th, 2025 by Daniel White
Assignments Empirum based Assignments can only be used, if an Empirum API connection is configured and available. Silverback is configured in the Data Provider settings. Intune requires correctly configured service connections. Further information about the distribution options for servers and desktop devices can be found here. Assignments descr
Secure Unified Endpoint Management 21.0
Published August 29th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 21.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements See system requirements document. Version alignm
Secure Unified Endpoint Management 22.0.1
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 22.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements See system requirements document. Overv
Endpoint Devices Overview
Published August 29th, 2025 by Daniel White
Overview Endpoint Devices displays all managed devices with Matrix42 Unified Endpoint Management. Under the navigation item Endpoint Devices you will see all the devices stored in the management system (Modern and Classic) with the most important information.
Service Bus V: Configure EgoSecure Service Bus Adapter
Published August 29th, 2025 by Daniel White
Discontinuation of EDP Extension Based on customer feedback and lower than expected adoption, Matrix42 has decided to shift investments from the EgoSecure Data Protection (EDP UUX) extension to features that will benefit a broader set of customers and provide greater value. With version 25.0, the UUX for EDP extension has been discontinued. Despite
Overview
Published August 29th, 2025 by Daniel White
Overview Endpoint Configuration contains the Tag section. Tags contain profiles, policies, apps, and content locations and are designed to configure modern managed devices. Please refer to the Enterprise Mobility Administrator Guide Part IV: Tags for additional information. Tags can also be added to an assignment and distributed via Unified Endpoint
Deployment Status
Published August 29th, 2025 by Daniel White
Overview The deployment dashboard provides an overview of the recent distribution activities status information. In addition a list of the installation status information is available. Deployment Overview Dashboard The following dashboards are displayed: Dashboard Descriptions Number of installations of the last 12 weeks Shows the status of installa
Knowledge Base: Deactivation of UEM Console
Published August 30th, 2025 by Daniel White
Uninstallation/Deactivation of UEM Console Uninstallation of the UEM Console and Service Bus is currently not supported - The Apps can be hidden by removing the UEM license certificates. By deactivating the UEM Modules all active parts of UUX for UEM are deactivated. Enterprise Service Bus Settings: Go to Administration -> Integration -> Ent
Enterprise Service Bus/RabbitMQ
Published August 29th, 2025 by Daniel White
Automatic Server upgrade Before you start The Uninstallation (will only work if RabbitMQ is configured without SSL)! Be sure all messages are consumed (empty queues). All unprocessed messages will be lost. Stop Services Stop the following subscribers on this server or where the subscribers are installed: Empirum - Matrix42 Empirum ServiceBus Service
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
Navigation and Dashboards I: Navigation Items
Published August 29th, 2025 by Daniel White
Navigation Items The following navigation items are available Item Description Insights (Home when using classic UI) The Home navigation is part of the UUX for UEM console displays the most important charts of device management information Announcements Announcements are part of the Enterprise Service Management. Please find additional information h
Data Provider III: Silverback
Published August 29th, 2025 by Daniel White
Silverback Connector Create Token To create a token, you must have an existing system user with an Administrator role. When you have a system user you want to allow API for, perform the following steps: Log in to the Silverback console with Administrator credentials Navigate to Admin Navigate to User Management Click the Edit option for the user yo
UEM Agent IV: Distribution Dashboard
Published August 29th, 2025 by Daniel White
Agent Configurations When selecting the Agent Configurations navigation a dashboard is shown with the following information: Graph - Number of UEM Agent installation of the last 12 weeks per Device: Shows how many UEM Agent installation activities where performed over the past 12 weeks. Only the last result per device is counted. Based on the instal
Installation Guide I: License Requirements
Published August 29th, 2025 by Daniel White
UUX for SUEM License Certificates The Matrix42 packages UUX for Secure Unified Endpoint Management (SUEM)*, UUX for Unified Endpoint Management (UEM), and UUX for EgoSecure Data Protection (EDP)* require license certificates. Those license certificates need to be added to the Enterprise Service Management Platform (former Digital Workspace Platform)
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
Execute Workflows from Actions
Published September 17th, 2025 by Daniel White
Overview You can execute workflows as a result of the UI action. This is a preferred way of executing custom business logic from actions because it allows defining custom business processes in the Workflow Studio without any coding. As an input the workflow takes a list of selected objects from the Action that can be used to retrieve additional info
Software Distribution IV: Distribute via PackageCloud
Published August 29th, 2025 by Daniel White
Matrix42 PackageCloud The Matrix42 PackageCloud offers a wide range of business relevant applications as pre-packaged software. You can benefit from a wide range of packages for different software products that ensures a simple and fast deployment of applications as cloud services. The integration into the Unified User Experiences allows you to easi
Installation Guide III: Installation
Published August 29th, 2025 by Daniel White
Unified User Experience Installation Before you start, please review the extension overview below to get familiar with the different extension and their purpose and requirements. Extension Overview Matrix42 Unified Endpoint Management consists of the following configuration packages: Extension Description Unified Endpoint Management Provides the Uni
Secure Unified Endpoint Management 2010
Published August 29th, 2025 by Daniel White
System Requirements No changes to UUX for SUEM 2009 Separate Packages for SUEM, UEM, and EDP Matrix42 provides now three UUX configuration packages. UUX for UEM: Provides the UUX management and configuration console for modern and classic device management based on the core products Matrix42 Silverback and Matrix42 Empirum. Additional management eng
Installation Guide II: System Requirements
Published August 29th, 2025 by Daniel White
System Requirements Please also review the dependencies of the different UEM-related extensions. UEM 26.1.0 Product Required Version Additional Notes Enterprise Service Management Platform 26.1 and newer To install the UUX for UEM 26.1, the target system requires the installation and configuration of Enterprise Service Management Platform (ESMP) Si
Connector I: Empirum Connector
Published August 29th, 2025 by Daniel White
Connect Empirum API Empirum API Install and Configure Services Open DBUtil Log in with your Database User Select your Location Select Actions Choose Install/configure Services Select Empirum-API Configure additional settings (optional) Perform a right click Click Install Wait until the process is finished Confirm with OK Add your Empirum API Setti
Unified User Experience Overview
Published August 29th, 2025 by Daniel White
Overview Unified Endpoint Management is an extension of the Matrix42 Enterprise Automation Platform, providing a unified console for both client and mobile device management.It is composed of several integrated extensions that work together to deliver the full range of functionality. These components are described in the following sections. Main Ext
Secure Unified Endpoint Management 22.0
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 22.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements Please refer to: Installation Guide II: System R
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
Endpoint Devices I: Overview and Navigation
Published August 29th, 2025 by Daniel White
Overview Endpoint Devices displays all managed devices with Matrix42 Unified Endpoint Management. Under the navigation item Endpoint Devices you will see all the devices stored in the management system (Modern and Classic) with the most important information. The Last Seen entry in the Properties window of the corresponding device managed by Empirum
Enroll mobile devices
Published August 29th, 2025 by Daniel White
Overview Administrators can initiate and execute enrollments for modern managed devices, based on available user information in the Enterprise Service Management Platform. As mobile or modern managed devices are technically connected to the Enterprise Mobility Management component Matrix42 Silverback, we recommend to get first familiar with the basi
Companion Push Notification Certificate Update
Published September 19th, 2025 by Daniel White
Overview Usually, Apple related certificates and tokens are valid for one year, like the Apple Push Notification Service Certificate or tokens for the Device Enrollment and Volume Purchase Program and you are already familiar with the process of renewing these certificates and tokes by yourself. When you are deploying the Companion application to ma
Enterprise in MS Teams app
Published July 19th, 2025 by Daniel White
Overview The Enterprise in MS Teams application provides a complete, production-ready enterprise experience fully embedded within the Microsoft Teams environment. Users, including end users, managers, and support agents, can perform all daily ITSM and ESM activities directly in Microsoft Teams, such as managing incidents, approvals, and service requ
Configuration Package
Published August 24th, 2025 by Daniel White
Goal The article demonstrates how the changes implemented in previous lessons can be assembled to the Configuration Package "Fleet Management" and then seamlessly installed on another environment. Step 1: Generate Configuration Package The package can be easily generated out of the Configuration Project object with action "Export to Package" Open th
ChromeOS Integration IV: Connect a device
Published September 8th, 2025 by Daniel White
This guide describes the Out-of-box experiencefor a Acer Chromebook 14 with Chrome version 74.0.3729.159. Please note that the end user experience may vary depending on different models Enroll device Turn on your Chrome device Choose your Language Press Let's go Connect to a network Disable sending diagnostic and usage data to Google (optional) Acce
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
Troubleshoot DEP Enrollments failing with expired OTPs
Published September 20th, 2025 by Daniel White
Overview In Silverback 25.0, we introduced with the authentication with the Self-Service Portal during Automated Devices Enrollments a third authentication mechanism. Since then, some customers have reported that they cannot enroll using the username and password option anymore. Unfortunately, the various explanations lead in different directions in
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
Web Settings Guide II: Web Settings Overview
Published September 4th, 2025 by Daniel White
Settings General The General section contains mainly settings that are used to define endpoints for the Management Console, the Self Service Portal, and for device enrollments and communications. In addition, you can define several security settings Administrators and Users and you can define the Default Time Zone for System Users. Sites This secti
Installation of the UEM Agent via Silverback
Published January 4th, 2026 by Daniel White
To integrate a new Windows 10 computer into the management, the initial distribution of the UEM Agent with the enrollment in Silverback is an alternative. During the installation, a "Mini Inventory" is created and transmitted to the Empirum Server. The latter can use the "filter actions" to assign the computer directly to a group to install further
Deployment of the UEM Agent (Empirum) SaaS
Published January 5th, 2026 by Daniel White
Overview Matrix42 offers agent components for Windows, mac OS and Linux operating systems. For the supported operating systems, please refer to the online help in the "Installation" and "Configuration" sections. For an optimal user experience, we recommend installing the Windows or mac OS UEM Agent on the managed devices. Basic software distribution
Self Provisioning
Published January 2nd, 2026 by Daniel White
Computer Self Provisioning allows computers to be set up completely automatically with the operating system and software - by employees without Empirum knowledge. Compared to Empirum-PE-based Computer Self Provisioning (EPE 4), two conceptual changes have been made. Firstly, the concept of computer templates was introduced, which is explained in mor
Cloud Connector Update I: Upgrade to new version
Published September 9th, 2025 by Daniel White
Download Files Open Matrix42 Marketplace Click Login Enter your Matrix42 Account credentials Download newest Cloud Connector Files Stop Services Navigate to your Server Open Services Stop all Silverback Cloud Connector Services Uninstall Cloud Connector Open Control Panel Open Programs and Features Select Cloud Connector Click Uninstall Confirm with
Updating License Intelligence Service (LIS)
Published August 15th, 2025 by Daniel White
Overview The LIS (License Intelligence Service) is a function used by Matrix42 License Manager 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 ser
Empirum 25.0 - Release Notes
Published December 22nd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
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
Version 25.x Overview
Published June 11th, 2025 by Daniel White
UUX for Unified Endpoint Management (UEM) is an advanced console with added value for managing devices from different source systems. It is based on the Matrix42 Enterprise Service Management Platform. It combines computers and mobile devices into a single object type in the ESM platform. The following core systems are supported as management syst
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
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
Car Tracking 1: Introduce Custom Control "Map"
Published August 24th, 2025 by Daniel White
Goal The article demonstrates how in case of the use the Layout Designer Control Library can be extended with the new custom Control. Explains in practice what is Control Descriptor, and how this object can be used for configuring the appearance of the new Control in the Layout Designer toolbox. Requirement The article implements one of the parts of
Configuring Transaction Isolation Level Snapshot
Published September 15th, 2025 by Daniel White
How to activate SQL Server feature that helps reduce blocking scenarios in case of long-running queries and long-running transactions. Snapshot Isolation Level You can configure the Enterprise Service Management to use the SQL transaction isolation level snapshot when you browse your data with the UUX. Snapshot isolation is an SQL server feature tha
What is consolidation of license requirements
Published August 13th, 2025 by Daniel White
Overview Consolidation is automatic or manual exclusion of license requirements from the license assignment process. Reasons behind such exclusion vary from shared licensing of different software products in a suite to permitted use of a second copy to permitted operation of a server as a backup instance. Priority of automatic consolidation cases Au
Error message System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it
Published August 28th, 2025 by Daniel White
I received the following Error message: “System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it” The exception details may include the phrase “GetWorker” which is not related to the new Matrix42 Worker Technology. This message is triggered in case the ‘HostCommon’ Service fails to establish
Microsoft Entra ID Data Provider
Published August 27th, 2025 by Daniel White
Overview The Microsoft Entra ID Data Provider is designed for establishing the integration between Enterprise Service Management Platform and Microsoft Entra ID server. Configuring the Microsoft Entra ID Data Provider To configure follow these steps: In the Administration application open the Data Providers search page under Administration > Inte
Matrix42 Accessibility Statement
Published July 20th, 2025 by Daniel White
This accessibility statement provides information about the accessibility of the web application. It also offers contact options to report any barriers you may encounter. Matrix42 GmbH is committed to making the Matrix42 Service Management Platform web application accessible.In this effort, a review and certification of representative sections of th
Import
Published August 27th, 2025 by Daniel White
Overview Data from various data sources can be imported into Matrix42 Workspace Management via configured Import Definition. Import definition An import definition is a set of rules and settings according to which information from a certain source is transferred into the specified Configuration Item. To manage import definitions: Start Matrix42 Work
Global System Settings
Published July 19th, 2025 by Daniel White
Administration application settings Overview In the Administration application, it is possible to configure global system settings. Application-specific settings are managed in the corresponding application. For other application settings see also: Service Desk Settings Service Catalog Settings Master Data License Management Asset Management Contrac
Build & Deploy an Extension with the Matrix42 CLI
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to use Matrix42 DevOps Services to build and deploy a Enterprise Service Management Platform Extension using the Matrix42 CLI. Prerequisites A Matrix42 Cloud Account. (https://accounts.matrix42.com) The source files of a Enterprise Service Management Platform Configuration Package. The Matrix42 Command-Line Interf
HowTo: Configuration of Active Directory
Published August 27th, 2025 by Daniel White
Overview This Guideline will enable you to setup anything necessary in Enterprise Service Management (ESM) to let your end users login to Self-Service with an Active Directory (AD) User assuming that ESM runs in a different network than the Active Directory Domain. This article requires that you have a Matrix42 MyWorkspace (MWS) Subscription and ESM
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
Close a Problem
Published August 26th, 2025 by Daniel White
Details Closes a Problem or a list of specified Problems by setting their status to "Close". Request URL POST https://{server_name}/m42Services/api/problem/close Headers For a list of available HTTP request headers see Web Services: REST API integration. POST body Element Description Type Required Problem related elements ObjectIds Array of GUIDs o
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
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
Creating a Test Environment Based on Production Environement
Published July 19th, 2025 by Daniel White
Overview This guide explains how to create a test environment based on a production environment, ensuring that all necessary data and configurations are available. Disclaimer: Completing all the steps described in this article does not guarantee that the application will function correctly. While the application can be copied, its extensions may dif
Data Definition
Published July 20th, 2025 by Daniel White
Overview A Data Definition (DD) in the system is always represented by a table in the database. A DD contains attributes providing the Schema for user data. There is a direct connection between the attributes of a DD and the columns of the database table. Explicit relationships between DDs are also defined at the DD level and they are also present a
Develop and Register Web Service
Published August 26th, 2025 by Daniel White
Overview The Solution Builder provides a set of generic mechanisms that allow you to implement business logic without writing code. However, in many cases the required logic is complex and cannot be implemented using standard Solution Builder means.In such scenarios, the recommended and universal approach is to implement a custom Web Service and reg
Matrix42 Workflow Studio: General Workflow Activities
Published September 15th, 2025 by Daniel White
Overview The category contains a set of Workflow Activities for fulfilling general Enterprise Service Management tasks, like accessing and modifying the data in the Production database, or sending emails. Workflow Activities in the General category Data activities Create Object Creates a new configuration item, configures its attributes and fragment
Private SDK API
Published August 26th, 2025 by Daniel White
Overview The API is part of an SDK, accessed through assemblies or libraries rather than over the network. It's not exposed as REST endpoints. Allows creation of more efficient and performant solution, as using the Private API triggers execution “in-process”, contrary to Public API which leads to Web operation. Usage The Private SDK API can be utili
Integration Framework and Data Providers
Published August 27th, 2025 by Daniel White
Overview Matrix42 Enterprise Service Management Platform provides a set of tools and components for integration with any external system. It could be anything from ERP and CRM systems to CSV files on file share or endpoint devices for which the hardware and software inventory should be made. There are two main scenarios for integration: Batch Import
Progress Monitoring for Data Providers
Published August 28th, 2025 by Daniel White
As a rule, Data Providers are triggered by relevant engine activations that run according to a schedule. You can modify the schedule at any time. Scheduling of the engine activation means that at a specific time the corresponding engine will create jobs per each Data Provider configuration. A job is a command for a Data Gateway to perform a certai
Architecture
Published July 16th, 2025 by Daniel White
Overview The Enterprise Service Management Platform (former Digital Workspace Platform) increases the productivity of your employees and the security of your end devices, applications, and data. The Enterprise Service Management Platform combines powerful functions for configuration, automation, and integration with built-in security to secure your
Service Connections
Published August 26th, 2025 by Daniel White
Overview Service Connections allow you to configure and maintain connections to 3-rd party services like Microsoft 365, Dropbox, or Google Workspace. With Service Connections, you can share data and files across your organization without sharing the credentials to these resources. Service Connections are available without extra licenses in the follo
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
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
Manage Categories
Published August 26th, 2025 by Daniel White
Overview The Workflow Categories search page lists all the available workflow categories and provides the search criteria - Name, Parent Category, Number of Components, Description, and others - for filtering them. Click the name of the column, e.g. Name or Parent Category, to filter the grid by this column, A-Z; click it again to filter the grid by
Single engine activation for License and Asset Management
Published August 13th, 2025 by Daniel White
Overview Starting from the release of 10.0.4 version, it is possible to run engines in a sequence. This feature allows to improve execution of automated processes in a secure and efficient way. Core engines pertaining to the Assets and Licensesapplications have been updated to support this feature. Therefore, now you can configure a custom engine ac
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
Secure Unified Endpoint Management 24.0.2
Published June 11th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 24.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube chann
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
Secure Unified Endpoint Management 24.0.1
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 24.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube chann
WinPE
Published January 2nd, 2026 by Daniel White
The latest version of the Win PE Pre Boot Support article is generally available via the Matrix42 Management Console > Configuration > Boot Configurations > Download latest Win PE Support package.Alternatively, the latest version of the Win PE Pre Boot Support article is permanently available via the Matrix42 Marketplace . A corresponding r
Extension II: Windows Autopilot
Published August 29th, 2025 by Daniel White
Overview Windows Autopilot is Microsoft's deployment program that uses a collection of technologies to fast setup and pre-configure new devices. In general, it is similar to Apple's Device Enrollment Program or the Knox Mobile Enrollment or Android Zero Touch for Samsung Knox and Android devices. Windows Autopilot simplifies the complete lifecycle o
Empirum 24.0 Update 2 - Release and Update Notes
Published December 23rd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
Software Distribution I: Dashboards
Published August 29th, 2025 by Daniel White
General Information The Software Distribution navigation is part of the UUX for UEM console and displays the most important charts of your Software Distribution. Available Dashboards Dashboard Description Most assigned and installed Software Packages Displays the most assigned and installed Software Packages in two bars. The information is collected
Package Configuration
Published August 29th, 2025 by Daniel White
Overview Package Configuration contains the Variable Configuration Section. Variable Configurations are collections of variables in Empirum. They are displayed in the new navigation item Package Configurations in UEM/SUEM. They can be used in assignments to configure the deployment of packages by setting variables in Empirum. Variable configurations
Software Distribution
Published August 29th, 2025 by Daniel White
Overview Software Distribution contains all available information about Software Packages and Applications. The entry point for Software Distribution displays several helpful Dashboards to get an overview of assigned, installed and inventoried software. Types Description Software Packages Displays all available Software Packages with the management
Secure Unified Endpoint Management 25.4.0
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 25.4 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following link to the Matrix42 YouTube video to get a shor
Unified Endpoint Management 1912.0
Published August 29th, 2025 by Daniel White
FeatureS Release 2019-12-2019 UEM Console 1912 Requires the UEM mode of Software Asset Management version 9.1.3 or newer Combined Computer Object (computers and mobile devices now use the same object type) Assignment of Silverback Tags to devices managed in Silvebrack Empirum Service Bus Backend 1.0 Empirum Package to activate the Matrix42 Service B
Using several license models for a single software product
Published August 14th, 2025 by Daniel White
Overview Implementing different license models for a single software product is a common but not very frequent task of license management. Usually, the reason for this is the users' right to choose the type of license for the software used. The system creates license requirements automatically from the technical software inventory using the default
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
Empirum 25.x - Installation Manual
Published December 24th, 2025 by Daniel White
About Matrix42 Empirum With Matrix42 Empirum, all networked devices and corporate software assets can be administrated efficiently and made available from a central management console. The modular structure of the software suite is completely database-based and allows for the intuitive handling of all functionalities; this way, it is possible to eas
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
Application Guide Part IV: Add Windows 10/11 Application
Published September 6th, 2025 by Daniel White
Overview Microsoft offers the distribution of enterprise applications in *.msi format via the MDM protocol. These applications can either be automatically distributed to devices or distributed to devices via the Install command in the Managed Application list in Silverback. Using this distribution option, you can easily deploy the Empirum Agent to y
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
Data Query
Published July 19th, 2025 by Daniel White
Overview This feature is one of the most fundamental and important in Solution Builder. Data Query is a transitional level that takes data from various Data Sources and shows it in a unified user-friendly format. The data is represented in classical table format; each column can be configured in different ways depending on the source and target. The
Installation of the UEM Agent via Silverback
Published January 4th, 2026 by Daniel White
To integrate a new Windows 10 computer into the management, the initial distribution of the UEM Agent with the enrollment in Silverback is an alternative. During the installation, a "Mini Inventory" is created and transmitted to the Empirum Server. The latter can use the "filter actions" to assign the computer directly to a group to install further
Driver Integration
Published January 2nd, 2026 by Daniel White
This document provides an overview of driver integration in Win PE-based OS deployment. It gives guidance on how to integrate the drivers and how to use the driver wizard.Afterwards it is described how to get the necessary information with the help of the Matrix42 Pre OS package "Hardware Info" and how to integrate the information and drivers with t
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
Inject drivers into a boot configuration
Published January 2nd, 2026 by Daniel White
Some deployment scenarios may require a different approach to deploying certain drivers.Some devices need to be fully initialized before starting the Windows HAL. Devices, such as some docking stations, that support Mac address pass-through.To provide a simple and comprehensive method of addressing such scenarios, Matrix42's Win PE-based deployment
EDP Agent I: Install the EgoSecure Agent
Published August 29th, 2025 by Daniel White
Preparation Once the Server is installed for the first time, the MSI package is generated automatically with default settings. If a settings change is required, you can configure and then generate a new MSI package manually. The MSI package is always stored on the EgoSecure Server under e.g. C:\Program Files\EgoSecure\EgoSecure Server\MSI and is re
Password Self Service
Published January 5th, 2026 by Daniel White
Password Self Service The password can be changed at https://passcore.m42cloud.com. Please ensure, that you enter the username only in lower case without leading domain name.
Empirum 25.x - System Requirements
Published December 24th, 2025 by Daniel White
Preface The system requirements below are the minimum requirements for a Matrix42 Empirum v25.x installation. Since each customer has individual requirements regarding the number of clients, the work processes and infrastructure, these standard requirements should be deemed guidelines to be used for customer-specific implementation concepts. Require
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
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
SQL Server: How To Enable Encrypted Connections
Published July 18th, 2025 by Daniel White
Overview Encrypted SQL Server Connection enhances security by limiting data loss even if access controls are bypassed. For example, if the database host computer is misconfigured and a hacker obtains sensitive data, that stolen information might be useless if it is encrypted. Configuration Encrypted SQL Server Connections To enable encrypted connect
Rules of LIS update for software products
Published August 15th, 2025 by Daniel White
LIS update for a software product can run in different ways based on the settings of this software product. Condition Behaviour A software product is included in the reporting scope. LIS does not update the software product, but creates a notification task about available templates. A software product is used and licensed. It means that there are in
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
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
UEM Agent uninstallation on macOS devices
Published August 30th, 2025 by Daniel White
macOS UEM Agent Uninstallation In some certain scenarios it might be necessary to uninstall the UEM Agent from your macOS devices. This guide will help to remove the UEM Agent from macOS devices very quick and simple. A script for the UEM Agent Uninstallation is part of the macOS components packages and basically you need fist to ensure to bring thi
Editor
Published August 25th, 2025 by Daniel White
Main Menu The Main Menu provides access to the central functions available for the workflow, which is currently active in the editor window. Availability of the functions depends on the current state of the active workflow. Buttons of functions that are not allowed in the current state are disabled. Buttons that toggle view modes of the Workflow Stu
Silversync Guide V: Access on iOS & iPadOS
Published September 2nd, 2025 by Daniel White
Before you Start On iOS and iPadOS devices, the Matrix42 Documents application exclusively provides access to Mobile Content Management with encryption options provided by EgoSecure Data Protection. The feature set of the Matrix42 documents app generally includes access Matrix42 Silversync file shares and Microsoft Sharepoint repositories. In this g
Migrate Engine with custom parameters to UUX
Published September 14th, 2025 by Daniel White
Overview Some custom Engines can have parameters which can be filled when configuring Engine Activation. In order to be able to configure activation for such Engines not only in Classic UI but also in UUX, a small adjustment needs to be made. Solution Step 1. Create a Control Descriptor in UUX which will contain all properties needed by Engine. Step
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
Getting started with Client Management (Empirum)
Published January 5th, 2026 by Daniel White
Overview Matrix42 is a provider of Cloud Solutions for smart workspace management. However, the basic product are identical to local (on premise) setups and installations, the solution differ in terms of provisioning, access and functions. This article is describing Client Management (Empirum) Saa S, use of Inventory, Software Management, Patch Mana
Multiple Domain Connection with LDAP Mappings
Published September 20th, 2025 by Daniel White
Overview If you have in your organization has an example multiple subsidiaries with dedicated domains, you can let your user’s login to Silverback from up to 21 different domains. All you need to do is to setup a two-way transitive trust relationship between the (main) domain configured in the LDAP section and the additional domains that you want to
Product Support Lifecycle (EOL)
Published January 5th, 2026 by Daniel White
The product support lifecycle is important to ensure the security and functionality of the software. Users should be aware of when the software they are using will reach the end of support so that they can take action in good time, Understanding the lifecycle also helps to minimize risks from security vulnerabilities or lack of support.Once the EOL
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
Create a Custom Profile for Apple devices
Published September 19th, 2025 by Daniel White
Custom Profiles For Apple Devices This guide is intended to create custom profiles for iOS, iPadOS and macOS devices. Custom Profiles are very powerful in case some features are currently missing in Silverback or a special configuration is required for certain use cases, e.g. for the Cisco Security Connector Umbrella Setup. Basically, we will create
License Model for Power BI Reporting Server on-premises
Published August 14th, 2025 by Daniel White
Abstract Applies to Microsoft PowerBI Report Server installed on-premises. Required quantity: amount of processor cores used by the operating system environment where software is running. In virtual machines a total minimum of four cores have to be licensed. With every license for a physical core one virtual instance is included. With Software Assur
Data object model for license management
Published August 13th, 2025 by Daniel White
All data is stored in a normalized way with no redundancy. This provides an extremely high level of data consistency. The core structure of the data model is made of "Configuration Items". They consist of "Data Definitions" where the values are actually stored. Following chart displays the most important configuration items for license management in
Create license requirements from remote application usage
Published August 13th, 2025 by Daniel White
Licensing remote application usage and Server access Applications that are hosted on a server or a virtual desktop with client operating system also require appropriate licensing. Licensing terms for desktop applications normally define that every user or device that runs an application remotely requires a license. As for some server software and o
BIOS Update Template
Published January 2nd, 2026 by Daniel White
This document should serve as a How-To for Matrix42 Pre OS Package Bios Update Template. It shows how the template package can be used to create a package for a dedicated BIOS update. Prerequisites Matrix42 Win PE Pre Boot Support 1.3.3 and higher Current functionality The current functionality of Matrix42 Pre OS Package Bios Update Template is base
Driver Integration (AddOn)
Published January 2nd, 2026 by Daniel White
This document provides an overview of driver integration in Win PE based OS deployment. It provides guidance on how to integrate the drivers and how to use the Matrix42 Driver Wizard for Win PE in doing so. As of Empirum 21.0 Update 1, the Win PE driver wizard is located in the EMC! You can find more information here Requirements Empirum Unified End
How to Set Audience in SolutionBuilder
Published August 24th, 2025 by Daniel White
Overview By default, all users are eligible to have access to and use: Layouts (Dialogs, Previews, etc.) Actions Navigation Items Data Query Data Query Search Filters Themes Web Services Web Service Operations The SET AUDIENCE action located in the toolbar of the Preview for the above-listed objects allows users with appropriate rights to restrict
Solution Builder Development Process
Published August 24th, 2025 by Daniel White
Overview This Guide provides various information about the development process of UUX Applications based on the SolutionBuilder Platform and provides answers for the following topics: How to Setup and Configure a Development Environment Understanding the Folder Structure of the Application How to develop, debug and deploy Back-end components How to
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
Customize Email and SMS Templates
Published September 19th, 2025 by Daniel White
Overview Based on Email and SMS templates, Silverback sends out via Emails and SMS several information to administrators and users about specific events that occurred in Silverback. This could be a policy violation or a SMS Failure alert. In addition to that, it defines the user experience for specific enrollment flows. When administrators perform a
Provision of operating system drivers (AddOn)
Published January 2nd, 2026 by Daniel White
The following chapter first describes the concept of operating system driver integration. It then describes how to obtain the necessary information using the Matrix42 Pre OS package Hardware Info and how to integrate the information and drivers using the Matrix42 Driver Wizard. Concept Before we move on to deploying the operating system drivers, we
Silverback Update III: Update to Hotfix
Published September 9th, 2025 by Daniel White
Update To Hotfix This section will describe the update from e.g. Silverback 21.0.0.1 to Silverback 21.0.0.2. Silverback versions can be installed over a newer one. It is not necessary, for example, to perform intermediate steps when updating from a Silverback 20.0 Update 2 Release to a Hotfix of Silverback 21.0 Update 1. Each Silverback version can
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
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
Update with PowerShell script
Published July 18th, 2025 by Daniel White
Overview An alternative way to update the Enterprise Service Management Platform or Enterprise Service Management is to run a PowerShell script that performs exactly the same process as the Setup Wizard during the update and additionally has several configurable options. The script is available at root\Matrix42\Matrix42 Workplace Management\bin\Mat
Android III: Certificate Profile for VPN and Apps
Published September 7th, 2025 by Daniel White
Certificate Profile for VPN and Apps With Silverback, you can use certificates to authenticate your users to applications and corporate resources such as E-Mail, Wi-Fi, and Virtual Private Networks. The distribution of certificates facilitates the access for a seamless authentication without the need to enter usernames and passwords. In the past, th
Empirum 25.4 - Release and Update Notes
Published December 22nd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
Matrix42 Cloud User Manager
Published January 5th, 2026 by Daniel White
Overview You can perform the following actions with this cloud user manager tool: Create a new Empirum cloud user for your environment Configure the role authorizations for existing Empirum users Delete existing Empirum users Starting the application You can use the same login procedure as described here for the Empirum Management console login. Aft
Allow only pre-authorized devices to become managed
Published September 19th, 2025 by Daniel White
Pre-authorize Devices The Hardware authentication in Silverback is a part of access control, which ensures that only pre-authorized devices are allowed to become a managed device, e.g. only corporate owned devices that are issued and are fixed assets of your organization. Within the Hardware Authentication section, you define the list of devices tha
Workflow Studio
Published August 25th, 2025 by Daniel White
Overview Workflow Studio is an application component that provides the user interface and business logic to cover all use cases for creating, editing, managing, testing, and publishing workflows. It is divided into four parts, which are described in detail below: File Editor History Tracking Prerequisites Operating System Workflow Studio is avail
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
Installation and Configuration Overview
Published August 29th, 2025 by Daniel White
Core Products Installation Purpose Name Starting Point Affinity Platform Enterprise Automation Platform Installation and Setup UUX Client Lifecycle Management Empirum Installation and Configuration UUX for UEM UUX for SUEM* Enterprise Mobility Management Silverback Installation and Configuration UUX for UEM UUX for SUEM* * deprecated
Empirum 23.0 - Step by Step Update Guide
Published December 23rd, 2025 by Daniel White
Matrix42 Empirum v23.0 This Empirum ISO provides the following installation and update options: Complete new installation of Matrix42 Empirum v23.0. Update from Matrix42 Empirum v21.0.3 LTSB Update from Matrix42 Empirum v22.0.x Consider the changed system requirements. Before each update, check if there is a Hotfix Installer available in the Matrix4
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
Mail Gateway Integration V: Configure URL Rewrite
Published September 8th, 2025 by Daniel White
Update Inbound Rule Navigate to the Server (root) Node in Internet Information Services (IIS) Manager Double Click URL Rewrite You should see here now one entry that has been created automatically created in the last section e.g. ARR_Exchange Server_loadbalance Double Click the rule and perform the following Ensure that Match URL is configure as fol
UEM Agent I: Windows
Published September 8th, 2025 by Daniel White
Distribute UEM Agent With the power of Matrix42 Unified Endpoint Management, you can benefit from combining the capabilities of a modern enterprise mobility management solution with all the capabilities that the classic lifecycle management provides. With a hybrid management it is very easy to provide a streamlined onboarding process for new employe
Secure Unified Endpoint Management 25.0.1
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 25.0.1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to g
Add Computer
Published August 29th, 2025 by Daniel White
Add Computer or Qualify Computer Allows to create a new computer object. The computer will also be created in Empirum. When using the Action "Qualify Computer" on a "Not Qualified Computers" object the dialog will open prefilled with MAC Address and UUID and the computer will be created with the "PXE enabled" option set. General Information Field Ma
Non Visual Controls: Global Search Manager
Published September 10th, 2025 by Daniel White
Overview Global Search Manager is a search control descriptor that adds an additional search field to the layout and allows settings specific search contexts. It can be added to the layout without the need to activate the Unified Search Page Experience in the Application. Global Search Manager search component adds the search control to the layout
Concept and description
Published January 2nd, 2026 by Daniel White
The Matrix42 Driver Extraction Package allows you to export all installed third-party (non-Microsoft) drivers directly from a computer's Driver Store. The Matrix42 Driver Extraction Package contains two variants that can be used to export the drivers. Matrix42 Driver Extraction Package (Standalone) Matrix42 Driver Extraction Package (Matrix42 Softwa
Quick Filters
Published September 14th, 2025 by Daniel White
Quick Filters Defined A Quick Filter is an extension of the Search Filter functionality which allows users to add filtering conditions, color code them, and then be able to filter objects in the grid by simply clicking the color control (for example, yellow rectangle), or two color controls (say, yellow and light blue rectangles) to display only obj
How To: Dynamically fill the Multi-Fragment grid
Published August 24th, 2025 by Daniel White
The article explains how to add records to a multi-fragment grid dynamically (programmatically) without the need of creating a new record by filling out a form, inline record editing or via an external wizard. Goal The article explains how to add records to a multi-fragment grid dynamically (programmatically) without the need of creating a new recor
Getting started with OS Deployment
Published January 5th, 2026 by Daniel White
Introduction This Getting started explains how to use the Empirum offline tools on a Windows client, e.g. to create a Win PE boot image and upload and import it to the master server in the cloud.It is helpful to set up an offline Subdepot server first. A description of the procedure can be found here. The following procedure is possible directly on
Consolidating license requirements for suites
Published August 13th, 2025 by Daniel White
Licenses for software products sometimes are sold in bundles. When you purchase a license for a single software product, other software products are automatically entitled with that suite license. Matrix42 License Management can automatically consider this kind of consolidation when processing new license requirements. License Intelligence Service (
Manage Android Enterprise with Android Management API
Published September 20th, 2025 by Daniel White
Overview Android Management API (AMAPI) is an additional and newer method of managing Android devices compared to the regular Android Enterprise management. The Android Management API (AMAPI) is a policy and cloud-based management where devices communicate directly with the built-in Android client (Android Device Policy), whereas the traditional And
Database Creation
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7 Overview The database of the SCCM server can also be used for the EM. If you do so, you must comply with respective SQL Server licensing conditions.In case licensing terms specify the exclusive usage with an SCCM Server, usage for an additional database for the EM is not permitted. The database for the EM is created dur
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 Enterprise Service Management
Application Guide Part I: Application Types
Published September 5th, 2025 by Daniel White
Application Types Each operating system offers different application types, which will be explained in the following table: Operating System App Type Description iPhone Enterprise Distribute corporate owned applications with an *.ipa file to users App Store Distribute applications from Apple's public App Store. Silverback will force to download and
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 &
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
Operating Systems
Published August 29th, 2025 by Daniel White
Operating Systems The operating system objects are used to configure the deployment process. Add Package The "Add package" action allows to upload Boot Images, Installation Sources and Language Packs. Delete The "Delete" action displays a dialog which asks if the object(s) should be removed from the associated core system. As some scenarios exists
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
macOS Guide I : Basics
Published September 3rd, 2025 by Daniel White
Before you Start Depending on your starting point please choose your follow up path: On-Premise Customers: If you don't have an Matrix42 Account, please start creating it: iOS Guide I : Basics When you have successfully accomplished Silverback Installation and Configuration Guide and your Active Directory is connected, then Proceed with Establish Ap
Software Distribution II: Distribute Software Packages
Published August 29th, 2025 by Daniel White
Distribute Software Packages (Empirum) In order to deploy software or operating systems the required packages needs to be uploaded and registered at the server. This getting started describes the options to prepare and upload the packages for the various package types. The benefit using the Unified User Experience based package upload is that there
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
Empirum 24.0 - Release Notes
Published December 22nd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
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
Unused installations for software products
Published August 14th, 2025 by Daniel White
Unused installations is both a report and an action for software products. Running the Unused Installations action for a software product will open the report for this specific product. The report is available only for software products that are included in reporting. By default the report shows installations that have not been used for 90 days an
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
View Live Logs for Companion on Android Enterprise
Published September 21st, 2025 by Daniel White
Debug Companion Logs By default, Companion is writing, and holdings logs into the storage of managed Android and Samsung Knox devices for 7 days and users can send the captured logs with the E-Mail logs option to your support organization or directly to any of the Administrators. For several scenarios, it might be more convenient to perform a live t
Web Content Filter for iOS and iPadOS
Published September 21st, 2025 by Daniel White
Overview The Web Content Filter on iOS and iPadOS devices allows you to control which websites can be viewed on your managed devices. The Web Content Filter is applicable for supervised devices running on iOS 7.0 or newer versions and it supports you with the following: You want to automatically filter out adult content You want to automatically fi
Set reporting scope for software products
Published August 14th, 2025 by Daniel White
Overview The Set Reporting Scope action allows picking specific software products to be included into reports and charts of the License Management application. Only reported software products are considered in charts under the Home navigation item and in all reports in the Reports navigation item. All software products included into reporting are
Tracking local usage for software products
Published August 14th, 2025 by Daniel White
Overview The SCCM and Empirum data providers can import records of the application usage on computers if relevant data is present in SCCM and Empirum respectively. These records show when and by which user an application was run locally on a computer. To be able to see these records in Enterprise Service Management, you need to configure application
Release Notes Silverback 6.0 Update 3
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 6.0 Update 3 provides many new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketp
Navigation and Dashboards II: Dashboards
Published August 29th, 2025 by Daniel White
General Information Insights Dashboard The Insights Dashboard provides a comprehensive overview of device management-related topics. It covers metrics on managed devices, deployments, and patch management information. Each widget offers a drill-down option to delve deeper into the data. Users can easily customise all dashboards to display more envir
Navigation and Dashboards III: Object Previews
Published August 29th, 2025 by Daniel White
Preview Pane for Objects By selecting an Object, a preview pane opens up including further technical information and interaction possibilities. This view is arranged in several tabs: General This tab shows all object-general information like: Name, Status, Service Type, link to the Service, Supported Platforms and other general info. Details This ta
Fragments Data Service: Update fragment
Published August 26th, 2025 by Daniel White
Details Updates the specified Data Definition fragment attributes. The Service modifies only attributes which are explicitly specified in the Request Body. The attributes which are not mentioned in the request are not affected by the Update operation. Concurrency In a highly concurrent environment where many users and 3-rd Party applications are si
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
Installation Guide IV: Features and Communication
Published August 29th, 2025 by Daniel White
Features covered by the Unified User Experience This overview provides a summary of the supported features for administration and also which information is transferred via the Enterprise Service Bus (ESB). Please see the help for more details. Covered version 25.0 with ESB 2.24 ESB = Information is transferred via Enterprise Service Bus Data Provide
Windows Autopilot Integration
Published August 30th, 2025 by Daniel White
Overview Windows Autopilot is Microsoft's deployment program that uses a collection of technologies to fast setup and pre-configure new devices. In general, it is similar to Apple's Device Enrollment Program or the Knox Mobile Enrollment or Android Zero Touch for Samsung Knox and Android devices. Windows Autopilot simplifies the complete lifecycle o
Renew your CEP Encryption Agent Certificate
Published September 20th, 2025 by Daniel White
Overview If you have configured a certificate deployment for Windows 10/11 devices, your CEP Encryption Agent certificate will most likely expire every 2 years, and failure to renew this certificate will result in failures when deploying certificates to your Windows devices. You will receive a warning in the Silverback Management Console when the ex
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
Hardware Sizing
Published July 17th, 2025 by Daniel White
Prerequisites This document provides information based on live installations and experiences from a variety of sources. It gives a clue about the system requirements that are needed to run the applications smoothly. We always recommend evaluating the system requirements in a project when it is clear which Matrix42 applications will be used and how t
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
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.
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.
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
Empirum 24.0.x - Step by Step Update Guide
Published December 22nd, 2025 by Daniel White
Matrix42 Empirum v24.0.x This Empirum ISO provides the following installation and update options: Complete new installation of Matrix42 Empirum v24.0.X Update from Matrix42 Empirum v23.0.3 LTSB Update from Matrix42 Empirum v23.0.X Consider the changed system requirements. Before each update, check if there is a Hotfix Installer available in the Matr
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
Scripted Web Operations
Published September 17th, 2025 by Daniel White
Overview The Solution Builder provides an intuitive way to create custom business logic using Workflows, which are executed asynchronously. However, this approach is unsuitable when custom logic must execute synchronously, with immediate results—such as in user interface operations or third-party integrations. For such cases, custom logic can be dev
Release Notes Silverback 24.0 Update 3
Published August 30th, 2025 by Daniel White
About this Release Matrix42 Silverback 24.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to get a short overvi
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
On-Premise Server Configuration
Published July 3rd, 2025 by Daniel White
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 Activation Cloud If the Remote Assistance Back
PowerShell Cmdlets
Published January 5th, 2026 by Daniel White
The "Matrix42 UEM Depot Sync" package installs a set of Power Shell Cmdlets which can be used to control a running UEM Depot on the depot itself. The Cmdlets require Power Shell 5.1 because the Windows Communication Foundation (WCF) is used for communication and not available in Power Shell 6 or newer. Get-Sync Jobs Gets a list of currently configur
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;
Empirum 25.x - Step by Step Update Guide
Published December 22nd, 2025 by Daniel White
Matrix42 Empirum v25.X This Empirum ISO provides the following installation and update options: Complete new installation of Matrix42 Empirum v25.0.X Update from Matrix42 Empirum v23.0.3 LTSB Update from Matrix42 Empirum v23.0.X Update from Matrix42 Empirum v24.0.X Update from Matrix42 Empirum v25.0.X Consider the changed system requirements. Before
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
Secure Unified Endpoint Management 2009
Published August 29th, 2025 by Daniel White
System Requirements Required dependencies that needs to be installed and licensed Matrix42 Service and Software Asset Management 10.0.2 or later. All Empirum versions in support. Empirum 20.0.1 or later for Service Bus Integration with Hotfix from 30.July.2020 or newer. All Silverback versions in support. Silverback 20.0.1 or later for Service Bus I
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
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:
HOW-TO: Filter an Action based on a Data Attribute
Published September 9th, 2025 by Daniel White
HOW-TO: Filter an Action based on a Data Attribute To allow filtering an action based on some data attribute, please follow the steps: Add a filter condition as an extra column to Data Query used in data view for the corresponding object.Use Display = None to leave the column hidden in all cases but available in data view model. Add a calculated pro
Secure Unified Endpoint Management 2012
Published August 29th, 2025 by Daniel White
System Requirements No changes since UUX for SUEM 2009. See the system requirements document. Separate Package for Enterprise Service Bus Matrix42 provides now a separate UUX configuration package for the enterprise service bus components. This allows the usage of the service bus by other Matrix42 or third-party components without requiring the inst
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
Service Bus III: Install and Configure Empirum Service
Published August 29th, 2025 by Daniel White
Configure Service BUs in EMpirum Login to DBUtil Connect to your Empirum Server Open Matrix42 DBUtil Enter your Database Username Enter your Password Click Login Select your Location Enter your Operating System Login Name Enter your Password Click OK Install and Configure Service Open Actions Select Click Install/Configure Services Choose Empirum-S
Create license requirement rules
Published August 13th, 2025 by Daniel White
This article applies to Matrix42 Enterprise Service Management version 10.0.1 and higher. Overview You can set up dependency rules that define the use of software products. This is applicable in two cases. The first one is when using a specific software product requires a license for another software product. For example, if you use Microsoft Outl
Managing Dashboards and Reports in New Look
Published July 20th, 2025 by Daniel White
Overview Starting with ESMP v.12.1.0 the New Configurable Dashboards were introduced. Since then, non-technical users can configure interactive dashboards in an easy and fast way. Interactive Dashboards are available for the New Look design only. Examples of such Dashboards are the Service Desk Dashboard, Service Desk Reports, or Service Catalog D
Unified Endpoint Management 1909.0
Published August 29th, 2025 by Daniel White
Feature Allow setting ownership on Assignments Several fixes for Workspace Management 9.1.2
Empirum 23.0 - Release Notes
Published December 23rd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
Core Products
Published August 29th, 2025 by Daniel White
Updating Core Products Purpose Name Starting Point Affinity Client Lifecycle Management Empirum Release Notes UUX for UEM UUX for SUEM* Enterprise Mobility Management Silverback Update Guide UUX for UEM UUX for SUEM* Endpoint Security EgoSecure Update Guide UUX for EDP* UUX for SUEM* * deprecated
Fragments Data Service: Get a list of Fragment Relations
Published August 26th, 2025 by Daniel White
Details Retrieves a list of fragment's relations with a defined list of columns which match the specified search criteria and are sorted in the defined order. Request URL The URL which returns only the requested relations data has the following format GET http(s)://{server}/M42Services/api/data/fragments/{ddname}/{fragmentid}/{relationname}? where=
Unified Endpoint Management 1908.0
Published August 29th, 2025 by Daniel White
Feature Release: 2019-09-06 Add new computers in the UEM Console creates the computer in Empirum. New Dashboard charts compliance status and object category. Adjusted pie chart Assignment Status with "Inactive Assignments"
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 Mandatory Update of Workflow Designer Extension After ESM Platform Core Update With this ESM Platform Core release, it is mandatory to install the latest version of the Workf
Unified Endpoint Management 1906.0
Published August 29th, 2025 by Daniel White
Features UEM Console Home with dashboards of device and rollout information Rollout Progress and Assignment overview dashboards Rollout Progress in Assignment preview as pie chart Enhanced Object list (Software Packages) Number of installations on devices Number of assignments where the object is part of Rollout Progress Assignment details show the
Unified Endpoint Management 1907.0
Published August 29th, 2025 by Daniel White
Features Release Date: 2019-07-26 Rollout Plan Usability Enhancements The list of assignments shows if an assignment has an active rollout plan. In the preview of an assignment with rollout plan it is shown how many devices are activated. Rollout plans get activated only within the given time period between rollout start and rollout end. User Roles
Secure Unified Endpoint Management 24.0.3
Published June 11th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 24.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube chann
Create a Service Connection for Matrix42 PackageCloud
Published August 30th, 2025 by Daniel White
Overview In order to use the PackageCloud integration it is required to setup a service account which uses a Matrix42 Account to provide the authentication to Matrix42. This allows the system to verify that the system belongs to a Matrix42 customer and the status of the PackageCloud subscriptions. Matrix42 customers without a valid PackageCloud subs
Configure WinPE
Published January 2nd, 2026 by Daniel White
This chapter contains a "step by step" guide for using Matrix42 OS Deployment - based on Win PE. In general, this variant of the deployment is based on a Win PE-based PXE boot image, which starts the Matrix42 Universal Agent Framework when booting. The Matrix42 Universal Agent Framework then ensures that the booting computer connects to the assigned
Tags Guide Part V: macOS
Published September 5th, 2025 by Daniel White
Profile Profiles for each device type are managed independently allowing separate configuration and management of profiles for each device type. When a device is provisioned, it will be provisioned with the profile configuration at the time the device was enrolled. When a profile change is made, new devices will receive the new configuration as well
Powershell Server Roles & Features Installation
Published September 20th, 2025 by Daniel White
Installation with PowerShell Open Windows PowerShell as Administrator Paste the following script to install Roles & Features for Silverback Install-WindowsFeature Web-Default-Doc, Web-Dir-Browsing, Web-Http-Errors, Web-Static-Content, Web-Http-Redirect, Web-Http-Logging, Web-Stat-Compression, Web-Filtering, Web-Net-Ext45, Web-Asp-Net45, Web-ISAP
Upload and Import packages via Empirum SDK
Published January 5th, 2026 by Daniel White
Transfer/Upload Offline PXE Boot Image to the Master Server You can skip this and directly upload and import via the Offline PXE Image Creator Tool or Package Upload & Import Tool. Here is how to transfer files to the master server in the Cloud, without having our UUX. The user Emp SupportXXX is used for uploading.If you are using our UUX it's m
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
Extension III: Enterprise Service Bus
Published August 29th, 2025 by Daniel White
Several Matrix42 products and components use a common communication architecture based on an enterprise service bus. This allows an efficient and fast communication between the UUX for UEM (ESMP), Empirum, Silverback and EgoSecure. Also Matrix42 Fastviewer Remote Assitnace uses the Service Bus to communicate with the ESMP/ESM. Azure Service Bus f
Software Distribution III: Distribute Enterprise Applications
Published August 29th, 2025 by Daniel White
Distribute Enterprise Applications General Overview Upload, configure and distribute your Enterprise Applications for Android, iOS, iPadOS, macOS and Windows devices. Navigate to Software Distribution > Apps and select the new Add Application option. Drag and Drop your binary to add your enterprise application to the package library. By adding a
New features and changes
Published January 4th, 2026 by Daniel White
New features and changes UEM Agent 2306.2.3 Extended Support Release Fixed Issues Logon UI does not show the installation in real time (PRB34283) Repeated copy command does not get executed (PRB34792) Optional packages assigned to users were not shown in Optional Software Kiosk. (PRB37352) Fixed vulnerability due to an unquoted Matrix42MainenanceSer
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
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
Matching Rules for Service Bus Integration
Published August 30th, 2025 by Daniel White
Matching Rules Matching Rules for the Service Bus can be defined in the Administration application by clicking the navigation item Integration/Enterprise Service Bus/Matching Rules.The matching criteria rules are required to prevent duplicated objects when systems provide updates to the same object via the Service Bus. If a system sends data which
Disk Imaging
Published January 2nd, 2026 by Daniel White
If you have already installed and configured a Windows operating system, there is a possibility to pull off this complete operating system configuration via disk imaging using the - Disk Image Create package and distributing it to other computers using the Disk Image Deploy package.The variables for Disk Image Create and Disk Image Deploy are requir
Microsoft Intune Integration
Published August 30th, 2025 by Daniel White
Overview Microsoft Intune is a device management solution that uses the Modern Management Layer (MDM) to apply policies, restrictions, or deploy applications to devices. It is tightly integrated with Microsoft Azure and requires a separate license. The integration requires a valid license certificate "Matrix42 AG - DWP - M42IntuneDataProvider" which
Migrating the Entire Application to a New Environment
Published July 19th, 2025 by Daniel White
Overview This walkthrough provides a step-by-step guide for migrating Enterprise Service Management Platform to a new server environment. This guide assumes that the application uses the distributed deployment configuration, i.e. a Database Server, where all SQL Server components are located, and an Application Server, where Enterprise Service Manag
Create reverse proxy and load balancing on Windows Server
Published September 19th, 2025 by Daniel White
Silverback Server Farm Create Right Click on Internet Information Services (IIS) Manager on Server Farms Select Create Server Farm Enter as Server Farm Name a custom name e.g. mdm.imagoverum.com Click Next On the next page, add each of your Silverback server address e.g. silverback.imagoverum.com Click Finish Confirm with Yes to Rewrite URLs Config
RabbitMQ Securing with TLS/SSL
Published August 30th, 2025 by Daniel White
About this document This document describes the steps to enable TLS/SSL security on the RabbitMQ server running on Windows based on the installation performed with the Powershell script provided by Matrix42 on the Marketplace. An adaption to other installations and configuration is possible but not part of this document. Please see the official Rabb
Service Bus IV: Configure UUX
Published September 8th, 2025 by Daniel White
Add your Service Bus Configuration Log in to Enterprise Service Management Platform with Administrator credentials Click on the Launcher icon on the top right and select Administration Navigate to Integration Select Enterprise Service Bus Click Settings Select the first Entry Click Edit Select your Service Bus Type (RabbitMQ or Azure Service Bus) En
Platform Single Sign-On on macOS devices
Published September 20th, 2025 by Daniel White
Overview Platform Single Sign-On (Platform SSO) enables developers to create SSO extensions that integrate with the macOS login window, allowing users to synchronize their local account credentials with an identity provider (IdP). This ensures that the local and cloud passwords remain aligned automatically. Additionally, users can conveniently unloc
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
RabbitMQ Troubleshooting
Published August 30th, 2025 by Daniel White
Summary This document describes additional information on RabbitMQ for troubleshooting purposes. Connecting to the management interface By using the automated installation, the management interface is automatically installed and configured. It can only be accessed via localhost on the server by default. http://localhost:15672/#/ Maintenance Tasks Re
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
iOS I: Add Certification Authority and Assign Certificates
Published September 7th, 2025 by Daniel White
Identity Certificates without Active Directory Object This part shows how to generate certificates for devices without adding them in the corresponding user Active Directory User Object. Prerequisites Certification Authority Server needs the following configured roles Certification Authority Certification Authority and Silverback Server are joined t
Overview of OEMConfig apps
Published September 20th, 2025 by Daniel White
Overview of OEMConfig apps Android Enterprise offers the great ability to perform a full device configuration using a single OEMConfig application provided by device manufacturers that you can add and configure in Silverback. With Silverback, you can use OEMConfig applications to add, create, and customize OEM-specific settings for Android Enterpris
Android Enterprise VI: Knox Mobile Enrollment
Published September 6th, 2025 by Daniel White
Knox Mobile Enrollment Samsung Knox Mobile Enrollment is Samsung's counterpart to the Apple Device Enrollment Program and/or Android Zero Touch Enrollment. Overall, Knox Mobile Enrollment saves IT departments and users the tedious manual configuration of proprietary Samsung smartphones and tablets. Devices are pre-configured online with the settings
Identity Provider Integration II: Microsoft Entra ID
Published September 7th, 2025 by Daniel White
Microsoft Entra ID Microsoft Entra ID (formerly Azure Active Directory) is a cloud-based identity and access management service that provides secure authentication, single sign-on (SSO), and access control for users, applications, and resources in both on-premises and cloud environments. This section provides a step-by-step guide on configuring Micr
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
Release Notes Silverback 24.0 Update 2
Published August 30th, 2025 by Daniel White
About this Release Matrix42 Silverback 24.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to get a short overvi
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
ChromeOS Integration V: Device Management
Published September 8th, 2025 by Daniel White
Perform a Manual Sync Navigate back to your Silverback Management Console Navigate to Admin Select ChromeOS Press Reload Devices Confirm with OK Silverback will usually synchronize devices automatically during the specified Device update interval. Device Management Navigate to Devices Your previously enrolled ChromeOS device should be listed now i
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
Agent Distribution I: Windows 10/11 Devices
Published August 29th, 2025 by Daniel White
Distribute Empirum agent on modern devices With the power of Matrix42 Unified Endpoint Management, you can benefit from combining the capabilities of a modern enterprise mobility management solution with all the capabilities that the classic lifecycle management provides. With a hybrid management it is very easy to provide a streamlined onboarding p
Data Model
Published September 12th, 2025 by Daniel White
Overview Data Model is a set of pre-defined and manually configured properties that can be used in the Layout. Layout Designer Data Model is available in the Layout Designer: Open Administration application; Click on the Layout you would like to change; Run Change Layout action to open the Layout Designer; Change Layout action example on the Dial
System Diagnostics and Server Logs
Published August 28th, 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
Troubleshoot Error occurred while sending request to APNS WEB API
Published September 20th, 2025 by Daniel White
Overview This article is intended to analyze problems with Apple device enrollment after a Silverback installation, which may occur due to a faulty network configuration or system requirements not being met. For this guide, we have captured all possible steps in the troubleshooting process for a scenario where Apple device enrollment problems persis
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
Installation and login after reboot on Full disk encryption
Published January 4th, 2026 by Daniel White
During a pending reboot, the UEM agent checks whether " Disc Encryption" is installed on the client. If the prerequisites are fulfilled, it prepares the system to start with automatic login after the reboot to continue the installation. This process is repeated for each subsequent reboot requested by a package. At the end, the agent resets the syste
Getting Started with Silverback SaaS
Published September 21st, 2025 by Daniel White
Overview This article describes the first steps with your Matrix42 Silverback SaaS solution and also offers links to the documentation of the different possibilities / topics. If you have opened this page from your welcome E-Mail you should already have the required Information to login to your Software Asset Management SaaS as well as needed certif
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.
What can I do if Workflows are frozen in status “in a queue” if I have the new Worker Technology enabled and licensed?
Published August 28th, 2025 by Daniel White
What can I do if Workflows are frozen in status “in a queue” if I have the new Worker Technology enabled and licensed? Ensure that system runs on 10.0.2.3081 or higher and check if the Worker Service is running in Windows Processes. When the issue is still there, try the following workaround: Remove Worker objects in UUX Restart Worker Windows Ser
How to configure Load Balancer
Published September 15th, 2025 by Daniel White
Overview The objective of the topic is to provide a basic Load Balancer configuration to handle the distribution of web traffic between multiple web servers. While accessing the main Matrix42 Software URL, the load balancer should step in and relay traffic to each of the available nodes within the cluster, allowing us to grow capacity to serve more
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
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
Concept and Data Privacy
Published August 14th, 2025 by Daniel White
The concept in a nutshell The License Intelligence Service (LIS) provides weekly updates and enhancements to the reference data, significantly accelerating the operation of the SAM tool. This data includes predefined software products that are used to automatically build the structure of the license balance and automatically calculate license requir
Reports
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7. Reports The "Reports" section can be used to search for computers that meet specific criteria; the reports are based on the inventory elements. It is possible to relaunch reports or view the results. You can also export them into an Excel format or edit existing reports. When a new report is generated, you must first d
Others
Published November 18th, 2025 by Daniel White
News You can use the "News" option to enter news that are visible to all users on the start page. A heading and a text field are available. Documentation The "Documentation" option is used to save links and files for your own documents which have been modified for EM. The documents can be opened via the "Documentation" option in the header of the
System
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7 Overview The "System" section is used to create new objects within the EM. User This section is used to manage AD or EM-internal users that have access to the EM console. The account is the name used for subsequent log-in. For the user type "Normal user" this is the normal AD account. It must be identical with the AD log-
MCM
Published November 18th, 2025 by Daniel White
Primary sites Primary sites are used to specify connections to SCCM infrastructures or modify existing entries. Additional information can be found here. Distribution points EM and SCCM distribution points are listed in the "Distribution Points" section. They are created automatically once a primary site has been set up and communications with the E
Android Enterprise I: Set up your Android Enterprise
Published September 6th, 2025 by Daniel White
Setting up Android Enterprise Android Enterprise is a Google-led initiative to enable the use of Android devices and apps in the workplace. The integration of Android Enterprise into Matrix42 Silverback enables you to enroll, configure and manage private and corporate-owned Android devices, including the provisioning and configuration of applicatio
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
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:
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
Patches
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7. Approval This view shows all patches imported from SCCM. Patches must be approved before they can be installed. To do so, right-click individual patches and "Approve", for several patches use the "Approve Patches" button and specify which patches shall be approved, which distribution point and which update list shall be
Inventory Source Data / View
Published November 18th, 2025 by Daniel White
Source data Under "Source data" you can specify the elements used for the inventory. A group combines several elements. New queries can be read out via WMI or the EM SQL table. Add source data Under "Administration - Inventory - Source data" you can find standardized groups and elements as well the option to create new elements, for instance, from
MCM
Published November 18th, 2025 by Daniel White
Overview This section displays all applications and packages that have been imported from SCCM. Applications The "Applications" window lists all applications imported from SCCM (import is done via Administration - Data - Import - SCCMApplications). In the EM you can view the application properties and synchronize individual packages with SCCM. It is
EM rollout plan
Published November 18th, 2025 by Daniel White
Applies for EMv6 &EMv7. Rollout plans The "Rollout plan" section can be used to view and edit rollout plans generated in the EM and create new plans. Rollout plans assign one or several sequences to release groups. "Add new action" and then "Configure action" can be used to define actions and (optionally) link them with a start condition to ensu
OSD
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. OSD Configuration The OSD section can be used to view and edit OSD configurations created in the EM and create new configurations. Use the "New configuration" button to create a new OSD configuration. In a first step, you must specify to which SCCM site server and which release group the configuration shall be assigned.
EM sequences
Published November 18th, 2025 by Daniel White
Applies for EMv6 &EMv7. Sequences The "Sequences" section (sequences are similar to task sequences in SCCM) is used to view and edit sequences created in the EM and to create new sequences. Sequences consist of one or several actions. Use the Configure sequence button to create a new sequence and define in which folder it shall be saved in the
OSD
Published November 19th, 2025 by Daniel White
Change from v.20.0! The OS Deployments section has been completely reworked. The "OSD" window displays all OSDs created in the EM. The first step of creating a new OS deployment is to select on which computers the deployment shall be applied, which OSD configuration shall be used (OSD configurations are created in EM under Packages - OSD). As of v
Variables
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7 Variables The "Variables" window can be used to view and edit variables created in the EM and to create and import new variables. These variables are used in OSD configurations. To create a new variable, you must first select the variable type; options include Automatic (value from inventory data, e.g., an SQL table), Man
MCM-Agent
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. Coverage Allows you to view on the computer group and location level on how many devices the SCCM Agent has been distributed. Remote tasks The "Remote tasks" section is used to view the SCCM remote tasks and re-execute them, if required. You can also write new tasks. Use the "New Remote Task" option to create a new SCCM
MCM
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7 Overview Under "SCCM", the two options "Push installation" and "Mass rollout" are available. Push installation means that applications are pushed to selected computers, while a mass rollout is distributed to a collection. Push tasks The "Push tasks" window displays tasks that have already been created; it is also possible
"Continue on Error" rollout plans
Published November 19th, 2025 by Daniel White
This documentation describes the feature "Continue on Error" in rollout plans and the general changes in the entire product. With the implementation of the feature with version 20.0.1, the EM-Agent now knows not only the rollout plan, but every single sequence. In addition, a rollout plan can be defined for each sequence to determine whether to cont
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 Silverback 19.0 Update 3
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 19.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Collections
Published November 19th, 2025 by Daniel White
Applies for EMv6 &EMv7. Collections The "Collections" window shows all collections created in the EM. When you create a new collection, you must specify whether this is a device or a user collection, which devices/users shall be included in this group and which additional filters shall be applied to limit the group, if required. In Step 2 you de
Patches
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7 Patches are only distributed via the SCCM Agent, NOT via the EM Agent! Push tasks The "Push tasks" window can be used to view tasks that have already been created and to create new tasks. You can view existing tasks to control their progress. If you create a new patch tasks, step 1 is to define where the patch shall be
EM
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. Overview Similar to the "SCCM" section, the "EM" section also provides push installation and mass rollout options. As opposed to SCCM, no applications, but rollout plans are selected (additional information on rollout plans can be found under Packages - EM - Rollout plans or here). Push tasks The "Push tasks" overview i
EM Agent Autoupdate
Published November 19th, 2025 by Daniel White
Applies for EMv7. Behavior in EM2014 & EMv6 In the past, it was a very time-consuming task to update existing EM agents within a large infrastructure to a newer version. It was necessary to create an SCCM package, distribute it to the DPs and then deploy it on the agents. This took a lot of time and required a lot of rework. Behavior in EMv7 and
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
Action: Start/ Stop Local Service
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Start/ Stop Local Service" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Start/ Stop Local Service" action is selected, the following window is displayed with additional configuration options with various alternatives to share
Action: Install/ Uninstall Application
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Install/ Uninstall Application" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Install/ Uninstall Application" action is selected, the following window is displayed with additional configuration options with various alternatives
Action: Create/ Remove File
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Create/ Remove File" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Create/ Remove File" action is selected, the following window is displayed with additional configuration options with various alternatives to share information.
Action: Show Information
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Show Information" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Show Information" action is selected, the following window is displayed with additional configuration options with various alternatives to share information. The w
Action: Create/ Remove Registry Value
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Create/ Remove Registry Value" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Create/ Remove Registry Value" action is selected, the following window is displayed with additional configuration options with various alternatives
Action: Application Monitoring
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7 "Application Monitoring" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Application Monitoring" action is selected, the following window is displayed with additional configuration options with various alternatives to share informa
Action: Set Environment Variable
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7 "Set Environment Variable" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Set Environment Variable" action is selected, the following window is displayed with additional configuration options with various alternatives to share inf
Action: Start/ Stop Process
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Start/ Stop Process" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Start/ Stop Process" action is selected, the following window is displayed with additional configuration options with various alternatives to share information.
EM Agent: Postpone
Published November 19th, 2025 by Daniel White
This article describes how a task is postponed by the EM Agent. As soon as the EM Agent receives a new task for the end user, it notifies the user accordingly. The EM Agent pops up automatically and the icon in the tool bar starts to flash. his is achieved on the client by the job 'EmUiPopup', which can be found under C:/ProgramData/Matrix42/Enterpr
Action: Install/ Uninstall Package
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Install/ Uninstall Software Package" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Install/ Uninstall Software Package" action is selected, the following window is displayed with additional configuration options with various al
Action: Create/ Remove Folder
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "Create/ Remove Folder" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "Create/ Remove Folder" action is selected, the following window is displayed with additional configuration options with various alternatives to share informat
Action: User & Groups
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. "User & Groups" is one of many actions that can be used in the Enterprise Manager to modify a sequence, as illustrated in the following screenshot. If the "User & Groups" action is selected, the following window is displayed with additional configuration options with various alternatives to share information. Two
EM Agent: Do not disturb
Published November 19th, 2025 by Daniel White
Applies for EMv7. Starting with EM Version 7, the "Do not disturb" mode has been implemented. Users can use the EM Agent to manage this mode on their computers. You can reach the "Do not disturb" mode via the following fields: settings in the agent's start page "Do not disturb" section in the settings option on the navigation bar on the left side As
How to customize the EM Agent UI
Published November 19th, 2025 by Daniel White
Applies for EMv7 Starting with version 7 it is possible to customize the Enterprise Manager Agent. The following steps explain how to supply a customized EM Agent. During installation of the EM version 7 an addition folder "Customizing" is created in the EM installation directory (default: C:\Program Files\Matrix42\Matrix42 Enterprise Manager); it c
Info page
Published January 4th, 2026 by Daniel White
The information page displays the version in use and allows to change the diplay language.
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
Exchange Protection and Windows Remote Management
Published September 20th, 2025 by Daniel White
Exchange Protection and Windows Remote Management This knowledge base article provides a link connection and additional information that might be useful for the upfront preparation or to review in case of issues with the activation of the Exchange Protection. As usual most of environment setups might differ from the explanation or best practice in t
Automatic start of the Agent GUI
Published November 20th, 2025 by Daniel White
Applies to EMv7 With version 7 of the Enterprise Manager, the start of the EM Agent GUI is monitored and started automatically after a fixed time. The following behavior of the EM Agent GUI is present: When the machine is restarted or a user logs on to the machine, the EM Agent service (below the logged-in user) will automatically start next to the
How do filters work?
Published November 20th, 2025 by Daniel White
There are several areas of the Enterprise Manager Web Console where you can configure filters. Here it is possible to nest one or more filters with an "AND" or "OR". It is also possible to nest the queries with brackets. The following screenshot shows how a filter can be built. This filter is processed as follows: ((condition 1 AND condition 2) OR c
EM Agent v7/19/20 Logs
Published November 20th, 2025 by Daniel White
Log output of the EM Agent v7/19/20 Log output of the new EM Agent has been revised completely and a complete log output is delivered on all events (an additional cmtrace-compatible log is also available). The agent logs can be found under "C:\ProgramData\Matrix42\Enterprise Manager Agent\Log". The agent log displays all executed actions, both succe
EMv7 agent logging engine
Published November 20th, 2025 by Daniel White
Applies for EMv7 Configuration As of to date, settings for the log of the agent profile cannot be configured in the EM web console, only the number of normal log files can be managed via the EM web console (old entry "maximum number of log entries", default value is 100). Explicit configuration is done in the file under "%ProgramData%\Matrix42\Enter
Support Guideline for Ticket Opening
Published November 20th, 2025 by Daniel White
If you detect a bug in a supported Enterprise Manager version, have a question or a problem, it is very important that you send us all relevant information concerning the reported ticket. The easiest and fastest way to do is by contacting our support team under the following e-mail address: Helpdesk@matrix42.com Please use the attached template, whi
Folder structure EM-Server installation
Published November 20th, 2025 by Daniel White
This article describes the new folder structure after installing Enterprise Manager Server. Under C:/ProgramFiles/Matrix42/Matrix42 Enterprise Manager we now have a new folder structure: Import (all files for the import including EM Import Service and SDK). Server (all files for the server including Em Server service) Web (everything for the web con
Tags Guide Part VI: AppleTV
Published September 5th, 2025 by Daniel White
Profile Profiles for each device type are managed independently allowing separate configuration and management of profiles for each device type. When a device is provisioned, it will be provisioned with the profile configuration at the time the device was enrolled. When a profile change is made, new devices will receive the new configuration as well
Client folder structure EM Agent v7/19/20
Published November 20th, 2025 by Daniel White
Where to find what on the client on EM Agent v7/19/20 Any information on the client on the EM Agent can be found in the folder "C:\ProgramData\Matrix42\Enterprise Manager Agent\", including the following: Cache Information on a package, contains file list per SCCM application/SCCM package Information on the download server (DP's) Jobs Anything that
How to manage SCCM task sequences with EM variables
Published November 20th, 2025 by Daniel White
As we know, the number of SCCM task sequences is increasing. For every operating system specific task sequences are created and split by additional applications or packages. When the Enterprise Manager is concerned, the individual EM versions also play an important role. If you want to have different EM agent versions for each operating system, it i
PSADK Package: EM-Agent
Published November 20th, 2025 by Daniel White
To enable the Matrix42 Enterprise Manager (EM) Agent, the easiest way is to deploy the EM-Agent with SCCM (as part of the OSD Tasksequence for initial deployment and as deployment on a collection for update). The fowolling PSADK-based package will support yourself to deploy the EM-Agent in your environment. Download package Architecture The package
EM/ SCCM Agent status messages
Published November 20th, 2025 by Daniel White
In Enterprise Manager, we differentiate between different statuses. This article describes how the different statuses of an agent can occur. OK - ClientOK : Means that everything is ok OK - Currentlynotavailable : The agent has not connected to the server for more than 7 days. Error - notinstalled : The SCCM Agent is not installed or the version and
Extend EM Setup Server Log
Published November 20th, 2025 by Daniel White
HOW DO I EXTEND THE EM SETUP LOG IN CASE OF AN ERROR? During the installation/update of the EM Server we have 2 possibilities to do this. On the one hand the Setup.exe (contains all installation files including the basic requirements) and on the other hand the Setuo.msi (contains all installation files without the basic requirements). The Setup.exe
Release Notes Silverback 19.0 Update 2
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 19.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Error when connecting the agent UI with the service
Published November 20th, 2025 by Daniel White
With the new 7er Agent it is very easy to do an error analysis. Since this is a web application, we have the possibility to start so-called developer tools by pressing the key "F12". To reproduce an error it is therefore important to run the developer tools and then reproduce the error. This will give you clear error messages which you can send to o
Matrix42 Approvals
Published September 8th, 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
User Defined Localization
Published July 20th, 2025 by Daniel White
Configuring default and introducing new languages, cultures, and managing localization in the application. Overview Localization is a process of customizing Layouts for a given locale of the System Culture and managing Localization. This process consists mainly of translating display texts for the user interface. Version 9.0.4 introduces the new fea
Adjust Scripts Order
Published August 24th, 2025 by Daniel White
Overview Adjust Scripts Order is an action that can be applied to the Configuration Project before exporting it to a Configuration Package. Adjust Scripts Order action is available starting from 10.1 DWP release version. Adjust Scripts Order action: Automatically discovers dependencies between the Configuration Project changes; Determines and sugg
EM-Server
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. Logs Displays log entries of the EM server. If an error message is displayed, you can click on the text of the error message to view additional information on the problem.
Restricted number of computers for EM tasks
Published November 20th, 2025 by Daniel White
Applies for EMv6 & EMv7 Restricted number of computers for EM tasks Restricted number of 25 clients for push tasks Number of computers is not restricted for mass roll-outs Restricted number of 5 clients for OSD tasks
Endpoint Configuration I: Tags
Published August 29th, 2025 by Daniel White
Endpoint Configuration Tags are used to configure and to secure endpoints over the modern management layer. Tags are containing Profiles, Policies and applications and the Tags view will list all the currently available tags within Unified Endpoint Management, even if they do not have any devices associated with them. After the first installation of
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 proces
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
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
Configuration Package Structure
Published August 24th, 2025 by Daniel White
Overview Starting from ESMP Release 10.2 Update 2 or higher any Add-On can be converted to a Configuration Package and installed to the necessary environment even without access to the App Server. Every Add-On has its unique file set and folder structure and its implementation, testing, and installation used to include more steps than it required n
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
Configuration Package Uninstallation
Published August 24th, 2025 by Daniel White
Overview The Uninstall Package action is introduced in ESMP 10.0.3 version and is available from the installed package preview. Uninstall Package action Click the Uninstall Package action and start the uninstallation: The Uninstall Package action is not supported and the following message is shown for the configuration packages that have been instal
PSADK Package: SQL-Server
Published November 20th, 2025 by Daniel White
This PSADK- based package installs SQL Server 2014/2016/2017 on your Server system. It can be used to automate the Installation very easy but having the most options to configure SQL Server available as Parameters. You can run the package several times on a Serversystem to install multiple instances. Further Information in SQL Server v03 (en).pptx.
Configuration Project Development
Published August 24th, 2025 by Daniel White
Overview Configuration Packaging is installed as an additional extension and can be found in Administration application → Extensions → Configuration Projects navigation item: The Configuration Projects page provides the following information on the available in the system packages under development: Name: the manually created name of the project; In
Access to EM web console no longer possible
Published November 20th, 2025 by Daniel White
As soon as the web console no longer has access to the database, for example, because the authorized SQL user no longer exists in the background or the password has been changed, the following error messages appear. During the installation of the Enterprise Manager, an SQL user is stored who is responsible for communication with the database. If thi
System Requirements
Published July 18th, 2025 by Daniel White
Overview The System Prerequisites dialog of the system installation wizard verifies whether all necessary prerequisites for successful installation are fulfilled. If some prerequisites are missing, you should cancel or suspend the installation and get the required installation packages either from the enclosed redistributables or from the Microsoft
Configuration Package Installation
Published August 24th, 2025 by Daniel White
Overview There are two options for the Configuration Package installation: upload package and run installation via the user interface or run the installation directly on the application server with the PowerShell script. Only the Administrator can run the package installation. Install Package Action To install Configuration Package via user interf
Why Switch to the New Look? Key Benefits at a Glance
Published September 13th, 2025 by Daniel White
Introduction The New Look UI is more than a visual upgrade — it’s a strategic step forward for usability, performance, and innovation across the Matrix42 platform. With powerful new features, better customization options, and exclusive capabilities that aren’t available in the Classic UI, the New Look is designed to future-proof your workspace. This
Security Management: User Roles and Permissions
Published August 24th, 2025 by Daniel White
Overview Matrix42 security settings define access to applications and data by specifying who can preview, edit, create, and delete data within the specified user role and its specific permissions. Matrix42 security is managed from the Administration application → Security → User rolespage. Matrix42 platform provides a set of default user roles with
Which SCCM application areas does the EM support?
Published November 20th, 2025 by Daniel White
A basic functionality of Enterprise Manager is the installation and removal of an SCCM application. However, not all functionalities of an SCCM Application are supported by the Enterprise Manager. This article shows which areas are supported by the EM. When you create an application, you must ensure that only MSI or script deployment is supported by
Access problems after upgrade to Server 2022
Published November 20th, 2025 by Daniel White
If you upgrade Server Windows to version 2022 on an existing Enterprise Manager Server environment with EM and SCCM running, you may lose important shares and permissions for SCCM and EM. When working with administrative rights in the service account on the SCCM server, the problems probably do not occur! The details are as follows: During the upg
Installation Guide II: Installation
Published September 2nd, 2025 by Daniel White
Overview This article will guide you through a typical installation of Silverback by Matrix42 and offer guidance on configuring the system for a successful deployment. For advanced configuration or special requirements, talk to your technical contact or raise a support ticket. Before you Start You should have already reviewed the Application Server
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
Installation, Update and Rollout
Published January 4th, 2026 by Daniel White
The UEM Agent can be installed directly or as update via a running Advanced Agent. The UEM agent does not install the Empirum Advanced Agent 17.0 or 18.0 package if the UEM Agent is also assigned. Reinstallation of the Advanced Agent via the reinstallation function is not possible in this case. To return to the Advanced Agent, remove the UEM Agent p
How is the distribution point selected by the agent?
Published November 20th, 2025 by Daniel White
In the appendix there is an organizational chart showing how the EM Agent in conjunction with the EM Server selects the right EM DP.
Recommended Initial Configuration
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7 Once you have licensed and set up the primary site in the Enterprise Manager, additional steps are required to be able to use the EM within your company. The following article describes the initial configuration of the Enterprise Manager. Data import Data import is mandatory to import the data from SCCM and the existing A
Firewall
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7 Overview In case the Windows firewall is used on the local systems, access to the EM web page must be granted explicitly otherwise you can skip this step! EM uses the following firewall ports actively, and access must be granted accordingly. The snap-in for the „Windows Firewall with Advanced Security“ is started, and a
Installation EM Distribution Point (Silent)
Published November 18th, 2025 by Daniel White
MSI QUIET INSTALLATION msiexec /i 'Matrix42 Enterprise Manager Distribution Point.msi' /quiet EMSERVER=<servername> EMPORT=<port> INSTALLFOLDER=<Path where to install> EMSERVER (mandatory, no default) Has to be a valid name of an Enterprise Manager Server (used ONLY on NEW installations) EMPORT (optional, default 9010) The connecti
Installation EM Agent (Silent)
Published November 18th, 2025 by Daniel White
MSI QUIET INSTALLATION The Enterprise Manager Agent can be installed in the background with the following parameters. msiexec /i 'Matrix42 Enterprise Manager Agent.msi' /quiet EMSERVER=<servername> EMPORT=<port> RESETTASKS=1 OSD=1 START=1 INSTALLFOLDER=<Installpath> EMSERVER (mandatory, no default) Has to be a valid name of an Ente
System Requirements
Published November 18th, 2025 by Daniel White
Preface The system requirements specified below represent minimum requirements for an Enterprise Manager installation. Since every customer has different parameters regarding client numbers, function and infrastructure, these defaults can only be a reference. The requirements for each individual customer installation depend among other things on the
Installation EM Server (Silent)
Published November 18th, 2025 by Daniel White
MSI BOOTSTRAPPER QUIET INSTALLATION 'Matrix42 Enterprise Manager.exe' [/quiet | /passive] DBSERVER=<SQL-Server> DBNAME=<EM DB name> DBLOGINNAME=<MS-SQL user name> DBLOGINPASS=<MS-SQL user password> AD_ACCOUNT=<AccountName> AD_FIRSTNAME=<First Name> AD_LASTNAME=<Last Name> AD_EMAIL=<Email> AD_LANGUAGE=&
Installation EM Agent
Published November 18th, 2025 by Daniel White
Overview The Enterprise Manager Agent is installed on systems that are managed by the EM. Installation is optional, in addition to the SCCM Agent. The EM Agent can be installed on x86 as well as x64-bit systems, and different MSI installation media are supplied for these different systems. Prerequisites .NET Framework 4.8 and Microsoft Visual Studio
UEM Patch and Vulnerabilities
Published August 30th, 2025 by Daniel White
UEM Patch & Vulnerabilities Patch Management information from Empirum is greatly enhanced and allows users to easily get the information they need based on the great data navigation and dashboard capabilities of the ESM platform. Acronyms and External Resources Some data is related to information based on external databases and services. CVE: Co
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
Execute Workflows from Compliance Rules
Published September 17th, 2025 by Daniel White
Overview You can execute workflows as a result of the compliance rule (CoRu) trigger. This is a preferred way of executing custom business logic from the CoRu, because it allows defining custom business processes in the Workflow Studio without any coding. As an input, the workflow takes a list of affected objects from the CoRu that can be used to re
Workflows
Published August 26th, 2025 by Daniel White
Automating business processes with the workflows Overview Efficient Enterprise Service Management spans a huge area of disciplines from classic system or service management to cutting edge topics like managing mobile devices, virtual workplaces, SaaS, or cloud service provisioning. Whereas the classic disciplines are limited in their vision and cons
Widgets: Standard Widgets Library & Configuration
Published September 13th, 2025 by Daniel White
Overview Widgets are reusable visual components designed to display data or other content in an interactive and easily digestible format. Standard widgets are not only used in the Service Catalog Dashboard, Service Desk Dashboard and Service Desk Reports, but also allow adjusting and customizing existing dashboards, extending them, or creating new o
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
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
Email settings: Microsoft Exchange Server and Service Connections
Published September 17th, 2025 by Daniel White
Overview This page provides a step-by-step guide on how to configure email sending in Enterprise Service Management Platform Administration application via Microsoft Exchange Server, involving modern authentication (OAuth 2.0) and Service Connections. This configuration is available starting from ESMP v.11.0.1 or higher. Email sending belongs to th
Empirum Service Bus Publishing Options
Published August 30th, 2025 by Daniel White
Control What Is Published (Empirum Options) An Empirum Option (EmpOption) for published objects can contain the following values: EmpValue Description 0 Do not publish objects of the related type. 1 Execute initial publishing of all objects of the related type. 2 Publish single objects of the related type if they change. Empirum DB table Options con
Patch Download & Publishing
Published November 20th, 2025 by Daniel White
This article shows how you can publish a third-party patch and configure patch download (WSUS and third party). Once you have configured the patch catalog, you can select the patches to be made available in the company via the Patch Catalog view and click the Publish button to publish them accordingly. If you want to only download a certain patch, y
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
On-Premise Server Settings.ini Configuration
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
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
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
Certificate validation sites to permit M42 Patch
Published November 20th, 2025 by Daniel White
Certificate errors are returned when the M42 patch configuration transfers log-in information to ProtectCloud.shavlik.com. The following error message is displayed: "A certificate chain could not be built to a trusted root authority" If you use a proxy for access to the Internet, the following certification authorities must be added for M42 Patch to
How to create, export and import a self-signed WSUS certificate
Published November 20th, 2025 by Daniel White
This document describes how you can use the Matrix42 Patch plug-in to generate a self-signed certificate and to export/import this certificate to the correct locations. How to create a self-signed certificate Once you have established SSL-based connection to your WSUS Server, you can use the options under Matrix42 Patch Settings -> WSUS Server to
Error "Unable to load DLL 'STLib.dll'" when starting the patch catalog
Published November 20th, 2025 by Daniel White
The following error will appear if the requirements for the patch catalog for SCCM Addon have not been considered In detail, the vcredist 2015 was not installed here https://www.microsoft.com/en-US/download/details.aspx?id=48145 Once both vcredist 2015 versions have been installed, the patch catalog can be used as usual.
Release Notes 22.0 Update 1
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 22.0.1 Setup can be used: to perform a new installation. to perform an update based on the version
Release Notes v19.0.2
Published November 18th, 2025 by Daniel White
Important Note The “Matrix42 Enterprise Manager for SCCM (EM)” also contains all public released hotfixes that are available for previous versions. Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 19.0.2 Setup can be used: To perform a new installation To perform an update based on the version
What is required to switch back from the Workflow Technology to Microsoft AppFabric in my environment?
Published August 28th, 2025 by Daniel White
What is required to switch back from the Workflow Technology to Microsoft AppFabric in my environment? There are several options: Remove all licenses enabling you to use the Worker Technology In “Administration → Settings” select AppFabric as the Workflow Engine In addition, all workflows need to be published using the setup wizard or the “Publis
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
Release Notes 21.0 Update 3
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 21.0 Update 3 Setup can be used: to perform a new installation. to perform an update based on the v
Release Notes 21.0 Update 2
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 21.0 Update 2 Setup can be used: to perform a new installation. to perform an update based on the v
Release Notes v20.0
Published November 18th, 2025 by Daniel White
Here you will find all Release Notes Information about the current Enterprise Manager versions: EMv20 Release Notes 20.0.2 EMv20 Release Notes 20.0.1 EMv20 Release Notes 20.0.0
Matrix42 Workflow Studio: Basic Activities
Published September 16th, 2025 by Daniel White
Overview Basic workflow activities include the basic building blocks to represent sequential behavior. A set of basic workflow activities grouped by sub-categories: Basic activities grouped by category Add Workflow Reference The activity explicitly adds a relation to the workflow instance for the specified object(s). It allows the objects that are a
Permissions for navigation items in the Licenses application
Published August 13th, 2025 by Daniel White
Roles 1 to 6 Administration Compliance Management Contract Management Executive Management Financial Accounting IT Asset Management Home • • Home > License Requirements • • Home > Licenses • • Home > Applications • • Home > Devices and Users • • Announcements • • Collaboration • • • • •
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
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
How to structure and deploy Custom SSRS Reports?
Published August 28th, 2025 by Daniel White
Overview In order to improve the components' maintainability and not to lose Custom Reports during the system update, it is necessary to properly structure and place the Custom Reports files. Report Files and Structure By default, report files are stored on the Application Server in Matrix42/Matrix42 Workplace Management/Reports/SSRS path, in the c
Determine license requirements for Oracle Java SE
Published August 14th, 2025 by Daniel White
Introduction Oracle is one of the most important distributors of the Java development platform. The use and distribution of the Oracle Java SE runtime environment, which was largely free of charge for many years, has now been severely restricted and regulated by the manufacturer. As a result, many companies using Oracle Java SE are faced with the qu
Wizard
Published September 13th, 2025 by Daniel White
Overview A wizard is a user interface feature that guides users through a complex task by breaking it down into a sequence of simple, easy-to-follow steps. Each step appears on its own screen, and the user is guided through them one at a time with Next, Back, and Finish buttons. Wizards are handy for tasks that require specific input in a particular
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
Web Services: REST API integration
Published August 26th, 2025 by Daniel White
Details Matrix42 Web Services provide a way to integrate any of the 3-rd party applications in order to get data into and out of the Matrix42 platform without recurring to the user interface. Matrix42 Web Services are an HTTP-based REST API that other applications can use to programmatically query necessary data, create, manage and close tickets, in
Recognizing commercial software from fingerprints
Published August 14th, 2025 by Daniel White
Introduction While fingerprints represent a technical application or program installed on a computing device, it is necessary to recognize and document the corresponding commercial software. This step is called "Software Recognition" or "Software Normalization". The result is that fingerprints are assigned to a software product in case that the appl
Exchange Protection Integration II: Exchange Online with Basic Authentication
Published September 7th, 2025 by Daniel White
PowerShell Integration I: Exchange Online The PowerShell Integration establishes a remote connection to Exchange. Depending on your infrastructure design, the PowerShell interface will be utilized either on the Silverback Server or on your Cloud Connector Server. It means depending of your setup and settings, either the Silverback Server or your Clo
Release Notes 23.0 Update 1
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 23.0 Update 1 Setup can be used: to perform a new installation. to perform an update based on the v
WSUS Installation & SSL
Published November 20th, 2025 by Daniel White
To access the WSUS server with the Matrix42 patch catalog for SCCM, we recommend a certificate for enhanced security. If the WSUS server has been installed, as shown here, you must now add SSL configuration accordingly. To do so, open the IIS Manager on the WSUS server and open "Server Certificates" under localhost and initiate the "Create Certifica
How to identify if a license is required for the selected extension?
Published August 28th, 2025 by Daniel White
Ideally, the need for a license is referenced directly in the description of the Extension. As a rule of thumb, Extensions marked as Community will not require a license. For more details see also Publish your Extension page.
WSUS Configuration and Synchronization
Published November 20th, 2025 by Daniel White
After you have installed the WSUS Server, as described in this article, it still lacks configuration settings and synchronized catalog and mass data. Normally, WSUS Server configuration is done via the SCCM console when the server role "Software Update Point" (SUP) is installed. If you have already modified the WSUS Service via the WSUS administrati
Enroll Zebra devices with Barcode Scanner and StageNow
Published September 20th, 2025 by Daniel White
Overview This article is intended for Zebra devices that are unable to scan the regular QR codes generated by Silverback. You have probably come across this article because you have encountered a problem with your Zebra device (e.g. TC20) during a device owner enrolment where, after installing the Companion application, the camera application cannot
Empirum 21.0 - System Requirements
Published December 24th, 2025 by Daniel White
Preface The system requirements below are the minimum requirements for a Matrix42 Empirum v21.0 installation. Since each customer has individual requirements regarding the number of clients, the work processes and infrastructure, these standard requirements should be deemed guidelines to be used for customer-specific implementation concepts. Require
Unified User Experience
Published August 29th, 2025 by Daniel White
Update via Extension Gallery (preferred) Log in to the Enterprise Service Management Platform with administrative rights Open the Administration Select Extension Gallery If requested, Log in with a valid Matrix42 account Select the Installed tab Depending on the previously installed package select Secure Unified Endpoint Management. Otherwise Unifie
CVE-2022-42889: Apache Commons Text RCE when applied to untrusted input - Text4Shell
Published January 15th, 2026 by Daniel White
Overview CVE CVE-2022-42889 CWE CWE-94 - Improper Control of Generation of Code ('Code Injection') CVSS v3.x 9.8 - Critical In this article we would like to inform you about the critical vulnerability in the popular library Apache Commons Text (also known as Text4Shell) and its use in Matrix42 products. Apache Commons Text is a library focused on al
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
Execute Device Actions
Published August 29th, 2025 by Daniel White
Actions for Endpoint Devices In the top bar of the Preview Pane, there are many actions (buttons) shown that can be executed for the selected device. Device Action Description Show Logs Clicking the button opens a Sidepanel showing the Server Logs for the selected Device. Before this feature can be used, a working connection to an Empirum Web Consol
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
Exchange Protection Integration V: Exchange 2010
Published September 7th, 2025 by Daniel White
Exchange Protection For Exchange 2010 The PowerShell Integration establishes a remote connection to Exchange. Depending on your infrastructure design, the PowerShell interface will be utilized either on the Silverback Server or on your Cloud Connector Server. It means depending of your setup and settings, either the Silverback Server or your Cloud C
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
How to manage entitlements with "educational" licenses
Published August 14th, 2025 by Daniel White
Goal Organizations with legal entities that are eligible to entitle their software with licenses from "Educational" license programs have the challenge to automate the entitlement properly. The automation of entitlement needs to identify which license requirements are relevant for the corresponding licenses. There are different approaches to solve
Updating a license based on matching SKUs
Published August 14th, 2025 by Daniel White
To update several values in the license's edit form, you can use the Publisher Part Number (SKU) field on the General page: Enter the complete SKU number (remember that wildcards are not allowed). If there are licenses or LIS catalog items with the same SKU in the system, they will be available for selection in the Matching items from license invent
Performance Analysis Report
Published September 14th, 2025 by Daniel White
Overview Performance Analysis report allows the system Administrators to assess the environment's performance and bottlenecks based on the key indices and data of the used Databases, Resource Consumption, and SQL queries statistics. It simplifies performance troubleshooting by helping you quickly find performance differences that are tracked over ti
Release Notes Silverback 24.0 Update 1
Published August 30th, 2025 by Daniel White
About this Release Matrix42 Silverback 24.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to get a short overvi
EM Agent: Set-up and structure
Published November 19th, 2025 by Daniel White
This article describes how you can build up the start page of the new version 7 agent UI. The UI has a fixed structure. Colors and text of various items are variable and can be personalized (more information on this topic can be found in the How to customize the EM Agent UI article). The start page looks as follows: The start page displays all pendi
Silverback
Published September 2nd, 2025 by Daniel White
MATRIX42 SILVERBACK Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
End of Life (EOL)
Published January 2nd, 2026 by Daniel White
From Win PE Pre Boot version 1.8.3 Empirum End Of Life is supported.The methods Do D5220.22M and BSI/VSITR are also supported fromWin PE Pre Boot version 1.8.8.End Of Life deletes all mass storage devices (not USB) of the connected client. Empirum End Of Life is a fast and practical deletion method of Matrix42 Client Lifecycle Management Each partit
Release Notes Silverback 20.0 Update 1
Published September 1st, 2025 by Daniel White
About this release Matrix42 Silverback 20.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Secure Unified Endpoint Management 25.0
Published June 11th, 2025 by Daniel White
About this Release Matrix42 Unified Endpoint Management 25.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Release videos with an overview on new features and changes are available
Data Import/Cleanup
Published November 18th, 2025 by Daniel White
Import The "Data import" section can be used to import data from SCCM into EM and to specify which data that are relevant for EM shall be imported. The following options can be selected: ACTIVEDIRECTORY, COMPUTERS, EMPLOYEES, PATCHES, SCCMAPPLICATIONS, SCCMPACKAGES, SERVICES, SOFTWARE, TEAMS and UPDATELISTCOMPLIANCE. For each import, the following
File upload/download permissions issue
Published August 28th, 2025 by Daniel White
Fixing an error "You do not have permission to execute web service operation. Please contact your administrator for more details. Failed to upload the file" Issue Starting with v.12.0.4, users may encounter the following error when trying to upload or download files (e.g., attachments in Self Service Portal service approvals, Service Desk incidents,
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
Interactive Usage of PowerShell
Published July 18th, 2025 by Daniel White
Overview You can use the cmdlets in an interactive PowerShell session to configure your system. You must run commands to prepare the changes and store the changes in your application configuration afterward. The cmdlets are designed to be used in installation or update scripts, so you have to initialize a session and close the session to perform any
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
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
Troubleshoot Invalid MDM Profiles
Published September 20th, 2025 by Daniel White
Overview When users receives on Apple devices the message Invalid MDM Profile after a click on the activation link, this is typically due to an SSL Certificate issue and this guide is intended to show the most common reasons and how to solve them. Cause Option 1: Faulty Certificate Import First of all check the Silverback Logs by pressing the Log bu
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
Repository
Published September 16th, 2025 by Daniel White
Overview The Repository lists all available activities (basic and Matrix42 business) and components which are related to product modules actually licensed by the customer. The activities and components are categorized by their business context. The default categories are: Basic General Integration Service Catalog Service Desk In addition, the Reposi
License requirements
Published August 22nd, 2025 by Daniel White
Overview All your software deployments should be entitled by valid licenses. Accordingly, it is important to understand how the respective software is currently deployed. This includes answers to the following possible questions: Are there local installations on computers? Are there hosted copies that are accessed over the network (e.g., XenApp, Ter
Configure project in SolutionBuilder platform
Published August 24th, 2025 by Daniel White
Goal It is possible to work with different projects on the same system. You only need to switch between existing or register a new project when developing. After completing this how-to you will know how to configure your project name, to differentiate one project from another Register a new project in SolutionBuilder platform To add and work with a
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
Grid
Published September 10th, 2025 by Daniel White
Goal This how-to explains the basics of the Grid settings and provides examples of the properties configuration. The main purpose of the grid type is to display data that is stored as an array and shown as static columns, according to the grid configuration. For more information about Grid Control types and use cases see Grid Controls page. Prereq
Empirum 24.0 Update 1 - Release and Update Notes
Published December 22nd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
Installation Guide I: System Requirements
Published September 2nd, 2025 by Daniel White
Silverback Server Hardware CPU: 64-bit multi-core processor, 2.6GHz or faster (any modern server-grade CPU, Intel or AMD) RAM: 8 GB minimum; 16–32 GB recommended for medium deployments; 32–64 GB for larger deployments. Disk: Minimum 10 GB free; SSD or SAS Enterprise drives recommended for performance and reliability, or equivalent virtual storage on
Enroll Android Enterprise Devices with NFC Tags
Published September 20th, 2025 by Daniel White
Overview With Android Enterprise, you or your users can integrate your devices into the management in a number of ways. In addition to the various classic methods or zero-touch enrollment, provisioning devices via NFC tags is a very efficient and simple method. As the administrator, you only need to describe an NFC tag with a few configurations, and
Install the Update
Published July 18th, 2025 by Daniel White
Overview Download the installation file from Matrix42 MarketPlace and save the .exe file on your server. Right-click the file and select Run as Administrator. The Matrix42 Setup Wizard will be launched: Choose "Advanced Options" in case specific setup steps or system requirements should be ignored, for instance: Skip Files Backup (v.13.0 and higher)
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
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
Release Notes Silverback 19.0
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 19.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace. System
Empirum 24.0.x - Installation Manual
Published December 24th, 2025 by Daniel White
About Matrix42 Workplace Management With Matrix42 Empirum, all networked devices and corporate software assets can be administrated efficiently and made available from a central management console. The modular structure of the software suite is completely database-based and allows for the intuitive handling of all functionalities; this way, it is po
New installation with existing database
Published November 20th, 2025 by Daniel White
If for any reason an update fails and you have 2 Enterprise Manager installations on your server. Or they want to clean up because their server has been updated for years and they want to have a clean Enterprise Manager environment again. Then this article will help you with the manual procedure. Before uninstalling the Enterprise Manager Server ple
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
Configuration Package Installation API
Published August 26th, 2025 by Daniel White
Overview The article introduces the Public API Web Service for handling operations with the installation/uninstallation of the Configuration Packages. Start Installation Initiates the asynchronous installation of the Configuration Package to the System. For obtaining the progressing information about the initiated installation process the method "G
Missing Device Models: Add a new model
Published September 20th, 2025 by Daniel White
Add Device Models After completing this how-to you will gain the knowledge how to add (missing) Smartphone, Tablet or Desktop model types in the Device Types List to see them later in the Device overview. Please refer to Missing Device Models - Overview for additional information about missing device models. Update a missing device model The first s
Create an Import Definition
Published August 27th, 2025 by Daniel White
Overview Adding an import definition requires that you fill out several consecutive dialogs to configure the import rules. To create a new import definition: Start Matrix42 Enterprise Service Management Platform and click the Administration application. In the navigation area, click Integration → Import → Import Definitions. Click Create New Import
Choice Control
Published September 9th, 2025 by Daniel White
Overview Choice Control allows creating a collection of radio buttons describing a set of related options. Only one radio button in a given group can be selected at the same time. Each choice option of the control has a configurable panel: Choice options (radio buttons) A panel of the selected option The content of the Choice Control also depends on
Validation of packages before installation
Published January 4th, 2026 by Daniel White
The UEM Agent offers the possibility to validate packages before the installation. The validation is done via SHA-256 checksums, which are generated per package. The program Create Hash creates a Package Hashes.json file in the user directory on the Empirum Master Server. The file serves as a checkpoint for the UEM Agent to verify the downloaded pac
Manage Workflow Activities
Published August 26th, 2025 by Daniel White
Overview The Workflow Activities search page lists all the available workflow activities and provides the search criteria - Title, State, Category, and Implementation - for filtering them. Click the name of the column, e.g. Title or Category, to filter the grid by this column, A-Z; click it again to filter the grid by this column Z-A. The grid layou
Version 24.0 Overview
Published August 30th, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
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
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
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
Configuring WPM to Use Custom Domain Names
Published July 19th, 2025 by Daniel White
Symptoms By default setup uses a fully qualified host name (FQHN) of the computer where WPM is installed to access the Administrative console, portal and Web services, e.g., http://NetBIOS-Name.Domain-Name/sps . This name is also used in a self-signed SSL certificate that is generated during installation in case if an SSL certificate is not availabl
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
Migration III: On-Premise to Azure SQL Database
Published September 21st, 2025 by Daniel White
On-Premise to Azure SQL Database Migration This guide describes overall a database migration from a local installed SQL Server instance to an Azure SQL based database. This guide covers not all parts of networking, access management, cost controls, backups and uses the easiest approach to generate a quick going forward process for this scenario. Wha
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
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
Empirum 22.0 - System Requirements
Published December 24th, 2025 by Daniel White
Preface The system requirements below are the minimum requirements for a Matrix42 Empirum v22.0 installation. Since each customer has individual requirements regarding the number of clients, the work processes and infrastructure, these standard requirements should be deemed guidelines to be used for customer-specific implementation concepts. Require
Notifications about active processes in License Management
Published August 13th, 2025 by Daniel White
The licensing statistics available in the system is frequently updated to include the most recent changes in the data. The license management processing takes some time and depends on the amount of data in your system. Three processes are responsible for updating license management objects: Processing of items in queue becomes active when some chang
Tags Guide Part III: iPad, iPhone, iPod
Published September 4th, 2025 by Daniel White
Profile Profiles for each device type are managed independently allowing separate configuration and management of profiles for each device type. When a device is provisioned, it will be provisioned with the profile configuration at the time the device was enrolled. When a profile change is made, new devices will receive the new configuration as well
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
Published January 5th, 2026 by Daniel White
Version 3.4 Changes and fixes Increased minimum required UEM Agent version to 2510.2.2 Drivers now synchronize much faster using hashes (requires Empirum 25.4 with December 2025 hotfix or later). Improved synchronization status handling for many changed computer files (DDC, INI). (PRB39188) Values sync is more robust in case that the Service Bus doe
Release Notes Silverback 21.0 Update 3
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 21.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements Azure Active Directory Graph When you added your MDM and MA
Android II: Assign Certificates to Active Directory User Objects
Published September 6th, 2025 by Daniel White
Assign Certificates to Active Directory Object Prerequisites Supported Server Operating Systems Certificate Authority is installed on Windows Server 2008 R2 Certificate Authority is installed on Windows Server 2012 Certificate Authority is installed on Windows Server 2016 Certificate Authority is installed on Windows Server 2019 Certification Author
Car Tracking 3: Car Action "Track on Map"
Published August 24th, 2025 by Daniel White
Goal The purpose of the Article to show how the new Actions can be added to the UUX application, and how to set up them in an away they always correspond to the current application context. Also demonstrates how Wizards can be used for the Action implementation Requirements The article implements one of the parts of the "Car GPS Tracking" feature, w
Importing Data as Quick Import Definition
Published August 27th, 2025 by Daniel White
Overview This page explains how to import data of configuration items by using a quick import definition. Enabled quick import definition option allows importing large amounts of data of the same structure by filling out the template file and running an import definition based on the manually uploaded and filled out template file. Quick import defin
Release Notes Silverback 21.0 Update 2
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 21.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements Exchange Protection Service Account With the claim to conti
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.
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
Service Bus III: Configure Silverback
Published September 8th, 2025 by Daniel White
Service Bus Open your Silverback Management Console Login as Settings Administrator Navigate to Service Bus Enable the Service Bus Select Azure or RabbitMQ Provide the following details based on your Service Bus Type: Setting Rabbit MQ Azure Service Bus Connection String e.g. amqp://rabbitmq:password@rabbitmq.imagoverum.com/matrix42 e.g. Endpoint=s
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
New features and changes
Published January 3rd, 2026 by Daniel White
New features and changes New Features and Functions (this is not included in the Extended Support Release Version!) Support of older versions of Windows might be limited by the subcomponent WebView2. Please check support platform section at WebView2 UEM Agent 2510.2.2 Release (2025-10-09) Changes and fixes A previously cancelled download will not
FastViewer extension for ESMP via Asset Management - Files
Published July 4th, 2025 by Daniel White
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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.
Secure Unified Endpoint Management 23.0
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 23.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements Please refer to: Installation Guide II: System R
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
UEM Agent
Published January 3rd, 2026 by Daniel White
Changes to UEM Agent publication and support guidelines (July 2025) The previous release model with an "ESR" (Extended Support) and an "SFR" (Standard Support) release will be combined into a single UEM Agent release track. Major features or changes will be provided as TP (Technical Preview) for testing prior to general availability to ensure custom
Extending ESM Platform Capabilities: Customization Options and Best Practices
Published August 24th, 2025 by Daniel White
Scenarios supported by the ESM Platform where custom coding can extend functionality when configuration alone isn’t sufficient Overview The ESM Platform offers powerful tools for creating business applications through low-code practices like Layout Designer and Workflow Studio, allowing organizations to develop solutions rapidly and with minimal pro
What is a software product
Published August 13th, 2025 by Daniel White
Overview A software product represents a single version of a specific application and contains all relevant settings that define how compliance accounting is automated. The Software Compliance report includes all software products that you have added to reporting and provides the license balance for these products. With the help of licenses, a compa
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
Android Enterprise II: Enroll corporate-owned devices
Published September 6th, 2025 by Daniel White
Enroll Corporate-owned devices By enrolling corporate-owned device via the DPC identifier and enabling the device owner mode, you as the administrator have the greatest possible configuration options for your device landscape, and this method is suitable for devices owned by the company. Entering the DPC identifier details allows your users to unbox
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 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
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
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
Configure VPP Apps for macOS via Managed Preferences
Published September 19th, 2025 by Daniel White
Overview In this article, we will show you how to use Silverback to configure macOS applications that you have purchased through the Volume Purchase scheme. You have probably already seen the Managed Preferences feature when configuring enterprise applications for macOS in Silverback when you configured an App Config when uploading enterprise applic
iOS II: Assign Certificates to Active Directory User Objects
Published September 7th, 2025 by Daniel White
Assign Certificates to Active Directory Object Prerequisites Supported Server Operating Systems Certificate Authority is installed on Windows Server 2008 R2 Certificate Authority is installed on Windows Server 2012 Certificate Authority is installed on Windows Server 2016 Certificate Authority is installed on Windows Server 2019 Certification Autho
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
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
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
Tags
Published September 4th, 2025 by Daniel White
Tags The Tags screen lists all currently active Tags within your Silverback environment, even if they have no devices associated with them. After the first installation of Silverback, you will see system tags for all supported operating systems. To continue, let's first clarify the different types of tags that exist in Silverback and their purpose.
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
Application Guide Part VI: Add Android Enterprise Application
Published September 6th, 2025 by Daniel White
Information Adding Applications into the Android Enterprise section is intended for the Android device Management with the Android Management API. If you don't manage your Android devices with the newer Android Management API that is available for Cloud Customers, ensure sure to use Add Android/Samsung Knox Application for adding applications to the
Who is providing support for my Extension?
Published August 28th, 2025 by Daniel White
A detailed answer to this question can be found in our article on how to publish Extensions. Support for published Extensions in the Matrix42 Extension Gallery If and how your published Extension is supported by the Matrix42 AG depends on your vendors partner status: No Matrix42 Certified Partner Status: All of your published Extensions will be mark
Release Notes Silverback 20.0
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 20.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace. System
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
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
Custom Activity Property Designer
Published August 25th, 2025 by Daniel White
Select Related Object The Custom Activity Property Designer is used to configure a value of an activity property which expects a reference to a configuration item object or a list of objects. The Designer can be adapted to the needs of the activity property to guarantee the full compliance of the selected object references with the activity logic. D
Installation and Configuration
Published September 2nd, 2025 by Daniel White
MATRIX42 SILVERBACK Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility e
Adjusting Import Definitions to Replace Deprecated Source Filtering Method
Published August 27th, 2025 by Daniel White
Overview Before v.12.1.1, imports from Excel and CSV files depended on the AccessDatabaseEngine (Microsoft Access 2016 Runtime) component installed with the Matrix42 Setup & Runtime Redistributables. Starting with v.12.1.1, this component is deprecated, therefore, all custom Import Definitions processing Text (including .CSV) and Excel files usi
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
FAQ: ESM Platform SaaS
Published July 16th, 2025 by Daniel White
Is the universal STS for my Cloud Service activated? By default, universal Secure Token Service (STS) is activated for Enterprise Service Management Platform SaaS. How can I access the database? There's no possibility to have a direct access to the database. How does cloning from production to pre-production work? Customers who have purchase
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
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
Missing Device Models: Overview
Published September 20th, 2025 by Daniel White
Missing Device Models With this Knowledge Article we want to inform you about some reported issues where the Model column in Silverback is empty for some devices. This occurs because hardware manufacturers usually deliver only Model Numbers via the Mobile Device Management Protocol. This means that MDM solutions only retrieve device information like
Matrix42 Documents
Published September 8th, 2025 by Daniel White
Overview As part of Mobile Content Management in Silverback, the Documents app provides secure access to corporate documents from Matrix42 Silversync and Microsoft Sharepoint, at any time on any device. Navigate through Silversync and Sharepoint, view and download files. Read Word documents, PDF files, Excel sheets and PowerPoint presentations. Do m
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
Extension I: File Upload Service
Published August 29th, 2025 by Daniel White
Overview The File Upload Extension is required by the UEM App and provides base components which are used by the package upload wizard. It is automatically installed when installing or updating the UEM Extension and is hidden in the Extension Gallery. The Package Upload Wizard in UEM/SUEM App uses the configured storage for temporary file storage. T
Create license requirements for Software-as-a-Service (SaaS)
Published August 13th, 2025 by Daniel White
Introduction 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 c
CVE-2022-22965: Spring Framework RCE via Data Binding on JDK 9 - Spring4Shell
Published January 15th, 2026 by Daniel White
Overview CVE CVE-2022-22965, CVE-2022-22963 CWE CWE-94 - Improper Control of Generation of Code ('Code Injection') CVSS v3.x 9.8 - Critical In this article we would like to inform you about the vulnerability in the Spring Framework (also known as Spring4Shell), which provides a comprehensive programming and configuration model for modern Java-based
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
Device Enrollment Program: Troubleshooting Guide
Published September 19th, 2025 by Daniel White
Troubleshooting Guide for Device Enrollment Program This guide provides a structured approach to troubleshooting issues with Apple Device Enrollment (DEP). The focus is on verifying the essential components outside of the device itself to ensure a smooth enrollment process. Key steps include testing the general connection to Apple services, confirmi
Delivered Activities
Published August 25th, 2025 by Daniel White
Overview Matrix42 provides a list of workflow activities that can be used for authoring workflows. You can also add new activities under Administration > Services & Processes > Workflows > Workflow Activities. Activities are the unit of work in a workflow program. The delivered activities are organized in categories according to their p
EM-Agent
Published November 19th, 2025 by Daniel White
Applies for EMv6 & EMv7. Coverage Allows you to view on the computer group and location level on how many devices the EM Agent has been distributed. Status Description NotInstalled Agent is not installed AgedVersion Computer has installed an obsolete version (EM Agent Version < EM Server Version) NoLocation Agent is not assigned to a location
Incident Management
Published August 28th, 2025 by Daniel White
Overview Incident Management area of the Enterprise Service Management Platform allows submitting issues that occur while working with the platform and timely and effectively process them in the Service Desk. Unlike Enterprise Service Management, the functionality of the Self Service Portal and Service Desk in Enterprise Service Management Platform
Data Definition
Published July 18th, 2025 by Daniel White
This topic guides troubleshooting (including error IDs). The provided information concerns error messages related to the installation routine. 0003 - Data Definition - Changed Attribute Summary If customer has changed some properties of a predefined attribute, these changes need to be removed. This kind of change is not allowed and could harm prope
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
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
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 (
My Account
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7 Permissions This section is used to administrate the user's personal permissions. The first button is used to request new permissions which the respective user needs and which are then handled by the respective person in charge. Users can use the second button to view their existing permissions and the third button to vie
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
Fragments Data Service: Get a list of Fragments
Published August 26th, 2025 by Daniel White
Details Retrieves a list of fragments with a defined list of columns which match the specified search criteria and are sorted in the defined order. In case of need, the method returns the schema metadata for the returned data. Request URL The URL which returns only the requested data has the following format GET http(s)://{server}/M42Services/api/da
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.
CVE-2022-3786: OpenSSL X.509 Email Address Variable Length Buffer Overflow
Published January 15th, 2026 by Daniel White
Overview CVE CVE-2022-3786 CWE CWE-120 - Buffer Copy without Checking Size of Input ('Classic Buffer Overflow') CVSS v3.x 7.5 - High In this article we would like to inform you about the critical vulnerability in the widely used cryptography library Open SSL and its use in Matrix42 products. Open SSL is used to allow secure communication over the in
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. ACOMs Announcement
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
What can I do if Emails are not sent after the update to 10.0.2?
Published August 28th, 2025 by Daniel White
What can I do if Emails are not sent after the update to 10.0.2? Ensure that system runs on 10.0.2.3085 or higher and check if the Worker Service is running in Windows Processes. If you require further assistance, please get in touch with your Matrix42 Professional Service and Support Partner or the Matrix42 Support.
Designing Emails
Published September 14th, 2025 by Daniel White
Learn how to author E-mails, how the System stores and processes the designed E-mails, and how the E-mail Templates delivered out of the box are customized. Overview The article explains the overall principles of the Email Designer, namely how the Email Designer is used for authoring Emails, how the System stores and processes the designed Emails, a
System Components
Published July 18th, 2025 by Daniel White
Overview Matrix42 Workspace Management is a database-based Web application that is installed on a central server. Matrix42 Enterprise Service Management is not installed on client computers because users access the Web application from the browser. System requirements include certain Microsoft technologies (such as Internet Information Services, ASP
Generic Data Import (GDIE) Troubleshooting
Published September 18th, 2025 by Daniel White
Overview This article provides workarounds for the known issues. The article is relevant for versions earlier than 12.0.5, as the fix is already included in the Product. Starting from ESMP v.12.1.0 Host Commonx86 process is obsolete. Issues Manual Import of Excel Files causes Blocking of the HostcommonX86 Use case When a user tries to import an Exce
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
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 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
Define Fleet Management Data Model and Configuration Project
Published August 24th, 2025 by Daniel White
Goal The article demonstrates how by means of the SolutonBuilder Schema Editor to build an initial application Data Model for managing Cars. And how the SolutionBuilder Configuration Project feature helps to track and manage all the relevant changes in SolutionBuilder which could be afterward used for generating Configuration Package and installing
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
Fragments Data Service: Create Fragment
Published August 26th, 2025 by Daniel White
Details Creates a new Data Definition fragment. The operation is required for cases of multi-fragments or optional fragments. Request URL POST https://{server_domain}/m42Services/api/data/fragments/{ddname} URL Attributes Element Description Type Required ddName Technical name of the Data Definition (e.g. SPSRatingSummaryClassBase) string Required H
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
Using license pools to provide licenses and control entitlement
Published August 14th, 2025 by Daniel White
This article applies to version 9.0 Update 2 and higher for classic UI and Unified User Experience - however, screenshots display Unified User Interface (UUX) only. Introduction Entitlement of license requirements with existing licenses is using the concept of license pools. For every purchased license the license pool defines which consumers res
Viewing the license library for software products
Published August 14th, 2025 by Daniel White
Overview Among its many features, the LIS premium service level offers access to the license library for software products. LIS Premium is the new service level for License Intelligence Service. It is available as subscription on the Matrix42 Marketplace. If you are subscribed to LIS Premium, you have access to thousands of documents about licensi
Creating a license from a SKU
Published August 14th, 2025 by Daniel White
Overview A stock keeping unit (SKU, Publisher Part Number) of a license can be used to create a license that is based on data from the License Intelligence Service (LIS) server. By running the Create License from SKU action and entering an SKU, you can avoid filling in a lot of information manually. This action is available in the Purchased Licenses
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
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
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.
Deep Linking
Published August 26th, 2025 by Daniel White
How to Use Deep Linking View Options description view-options is a URL parameter that is used to configure. It has the following structure: { "embedded": boolean, // optional, default is false, if true - do not show header and navigation "dialogId": guid, // optional, id of a dialog to use, if not set - default dialog will be taken "objectId": guid,
Alternative Package Sources
Published January 4th, 2026 by Daniel White
Using alternative package sources, the agent can load the mass data for software packages from a special source. Currently Microsoft Azure Blob is supported. Loading Packages into Microsoft Azure Blob Container In preparation, the packages must be loaded into a cloud storage and the access data must be entered in the agent configuration. (See Matrix
HowTo: Configuration of Azure Active Directory with MyWorkspace
Published July 17th, 2025 by Daniel White
Matrix42 Software Asset and Service Management system integration with Microsoft Entra ID. Overview This Guideline will enable you to setup anything necessary in Enterprise Service Management (ESM) to let your end users login to Self-Service with an Microsoft Entra ID User. Supported Authentication Protocols for Identity Providers: SAML2 IMPORTANT:
Enable In-App Purchases for your Extension
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to enable your Enterprise Service Management Platform Extension to be bought via an In-App Purchase in the Matrix42 Extension Gallery. (https://extensions.matrix42.com) Prerequisites A published Enterprise Service Management Platform Extension available in the Matrix42 Extension Gallery. (Read how to publish your
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
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
Using Sample PowerShell Script for Installation
Published July 18th, 2025 by Daniel White
Overview There are PowerShell scripts for an update or a new installation distributed through the Matrix42 Marketplace with the setup .exe file.In case of the install: Extract the content of the setup .exe file with a common packer program to any folder. For instance, for version 12.1.2.5336, the file would be Matrix42-Enterprise-Service-Management-
Introduce a new Style for a Control in Layout Designer
Published August 24th, 2025 by Daniel White
Overview The article explains how the custom Style can be created and registered in the Solution Builder, to be available in the Layout Designer controls. Such a use case could be very helpful for cases when you would like to introduce a new Style for a Control, which could be used in various Layouts. Goal The article targets the following goals: In
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
Universal STS/SAML2 for all WM applications
Published August 24th, 2025 by Daniel White
Overview Matrix42 Workspace Management 8.1.2 supports identity federation with SAML 2.0 (Security Assertion Markup Language 2.0). This feature enables federated single sign-on (SSO) – session and user authentication service that permits a user to use one set of login credentials to access multiple applications like Matrix42 Workspace Management, Mat
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.
OS Deployment
Published January 2nd, 2026 by Daniel White
With the Windows PE (Win PE) Pre Boot Support you now have another possibility to install Windows operating systems. It now allows all customers to create their own – Powershell based – packages and using their own tools – pretty similar as creating and using software packages on Windows. Having this flexibility, it gives you more options to realize
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
Configuration Packaging Particularities
Published August 24th, 2025 by Daniel White
Overview On this page you may find more details on the Configuration Packaging particularities and feature details. Collaborative work The default-available Record Customization feature is individually available for each Administrator, and the result of the recording is hidden, has no preview, and cannot be manually edited in the user interface. A
Service Bus IV: Configure Silverback
Published August 29th, 2025 by Daniel White
Service Bus Open your Silverback Management Console Login as Settings Administrator Navigate to Service Bus Enable the Service Bus Select Azure or RabbitMQ Enter your previously copied Connection String e.g. for Azure, the connection string has the following format: Endpoint=sb://imagoverum.servicebus.windows.net/;SharedAccessKeyName=matrix42.suem.p
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
Agent Distribution II: macOS Devices
Published August 29th, 2025 by Daniel White
Distribute Empirum Agent on Modern Devices With the power of Matrix42 Unified Endpoint Management, you can benefit from combining the capabilities of a modern enterprise mobility management solution with all the capabilities that the classic lifecycle management provides. With a hybrid management it is very easy to provide a streamlined onboarding p
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
Report - License Inventory
Published August 13th, 2025 by Daniel White
Overview This report displays a list of purchased licenses with the most relevant key information on usage rights provided by these licenses. To display the report values a reporting date must be selected. The report can be filtered by: Company Code License Model Software Product Organizational Unit Publisher License Custodian Top 10 Used Purchased
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
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
EM-Agent
Published November 18th, 2025 by Daniel White
Agent profiles The "Agent profiles" menu can be used to create several profiles for detailed EM Agent configuration. Settings for the SCCM Agent are also filed. One of the filed profiles is defined as default profile. The other profiles are assigned, based on an AD container. When you click on "Configure EM Agent settings", a new window will open
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
Objects Data Service: Delete Object
Published August 26th, 2025 by Daniel White
Details Deletes the object from Database defined by the Configuration Item name and the object ID. URL DELETE https://{server_domain}/m42Services/api/data/objects/{ciName}/{objectId} URL attributes URL Attribute Description Type Required ciName Technical name of the Configuration Item (e.g. SPSActivityTypeIncident) string Required objectId Id of the
RabbitMQ Server Manual Installation
Published August 30th, 2025 by Daniel White
About this Document In addition to the automated installation provided by Matrix42 this article describes the manual installation. This allows you to either install RabbitMQ with own sources or adapt an resisting RabbitMQ installation to be used with Matrix42 products. Download Binaries Open Matrix42 Marketplace Login with your Matrix42 Account Loc
Can I get access to Configuration Projects without DWP Subscription?
Published August 28th, 2025 by Daniel White
It is required to have DWP Subscription for Configuration Projects development. Due to a Bug in 10.0.2 and 10.0.3 release versions, it is possible to get access to Configuration Packaging Projects which is only available with the DWP Subscription. The functionality that requires the DWP Subscription though, is to record your configurations in a Conf
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
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
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
Devices Guide Part V: Checked Out
Published September 4th, 2025 by Daniel White
Checked Out In the event that a user has manually un-enrolled their device so that it is no longer under MDM control, Silverback will move this device into the Checked Out part. Checked Out devices still use a Device License, so be sure to clean out any stale devices you may find in here. By deleting the device will set to inactive.
Disable Telemetry
Published September 20th, 2025 by Daniel White
Overview Telemetry In Silverback 23.0 Update 3, we've implemented data telemetry to capture anonymous usage metrics of our software. This feature strictly collects non-personal data related to the usage and performance of the software, ensuring user privacy is fully respected. This will aid in enhancing future updates and overall user experience. Fo
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
Nucleo Icons Set
Published September 13th, 2025 by Daniel White
Overview The Nucleo Icons Set is an alternative set of icons that can be used with UUX applications. Nucleo Icons Set is available in the Extension Gallery and can be applied after package installation as follows: Go to Administration → User Interface → Themes Select active Theme and open Edit dialog Choose Nucleo as Icon Set: Click Done to save the
Create an Incident or a Service request
Published August 26th, 2025 by Daniel White
Details Universal operation for creating Ticket/-s or Incident/-s or Service Request/-s. Request URL POST https://{server_name}/m42Services/api/ticket/create?activitytype={activitytype} Headers For a list of available HTTP request headers see Web Services: REST API integration. POST body Element Description Type Required Sample Request POST https://
Apple Deployment Programs II: Configure Deployment Programs
Published September 6th, 2025 by Daniel White
Basic Configuration Before you start here, you should have completed the chapter Apple Deployment Programs I: Sign up. Add Admin Accounts Login to your Apple Business Manager or Apple School Manager Navigate to Users Click +Add Add the following information First Name Middle Name (optional) Last Name Username for Managed Apple ID Choose a Role (The
Home Screen Layout Configuration
Published September 20th, 2025 by Daniel White
Overview The Home Screen layout allows Administrators to organize app icons and Web Clips across supervised iOS and iPadOS devices. A unified layout of interfaces makes switching between devices easier and users and support can expects apps to be in the same location on their devices. Apps which aren't used very often can be organized into folders a
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
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
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
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
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
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
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 • •
Installation window (Z-Dialog/Task List)
Published January 3rd, 2026 by Daniel White
The UEM Agent provides a modern interface to make it easy for the end user to see what options he has to execute or postpone management actions. Important changes compared to the Advanced Agent: The number of postponements is specified by days and no longer by "polling" intervals. Two times means that the user can postpone on two days, after that th
ChromeOS Integration II: Connect Silverback
Published September 8th, 2025 by Daniel White
Upload Key Open your Silverback Management Console Login as Administrator Navigate to Admin Select ChromeOS Activate the Enabled checkbox Enter your G Suite Administrator Email Address, e.g. tim.tober@imagoverum.com Select Choose File Select your previously downloaded *.json file Click Open Change Device update interval (optional) Click Save Confirm
Localizing Configuration Packages
Published August 24th, 2025 by Daniel White
Learn how the resources introduced by the Configuration Package can be localized to supported Languages. Goal The article explains how the resources introduced by the Configuration Package can be localized to supported Languages. Principle The default DWP installation has all provided resources already localized to all supported languages. Adding no
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 Silverback 20.0 Update 3
Published September 1st, 2025 by Daniel White
About This Release Matrix42 Silverback 20.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Getting started with ESM Platform SaaS
Published July 16th, 2025 by Daniel White
First steps in your Matrix42 ESM Platform SaaS solution and links to the documentation on different topics. Overview This article describe first steps with your Matrix42 Enterprise Service Management Platform SaaS solution and also offers links to the documentation of the different possibilities / topics. If you have opened this page from your welco
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
HowTo: Configuration of Active Directory Federation Services
Published July 17th, 2025 by Daniel White
Overview This Guideline will enable you to setup anything necessary in Enterprise Service Management (ESM) to let your end users log in to Self-Service with an Active Directory Federation Services (AD FS) User. This article requires that you have a Matrix42 MyWorkspace (MWS) Subscription (optional), a fully functional AD FS Infrastructure, and a run
Identity Provider Integration IV: Okta
Published September 7th, 2025 by Daniel White
Create App Integration SAML2 authentication with Okta Accounts is supported from Silverback Version 22.0.0.122. Open your sign-in URL (e.g. https://imagoverum.okta.com) and login Navigate to Admin Select Applications Press Create App Integration Select SAML 2.0 Press Next Create SAML Integration Enter an App Name, e.g. Matrix42 Silverback Upload
Automate license requirements for client access (CAL)
Published August 13th, 2025 by Daniel White
Introduction Some software publishers define that access to server software requires licenses for corresponding users or devices. This is called "Client Access Licensing" (CAL). The major difference to licensing for applications is, that the subject of licensing is a theoretical software product. It cannot be installed and thus, measuring required l
Close an Incident or a Service request
Published August 26th, 2025 by Daniel White
Details Sets status "Close" for a single or many: Incidents; Service requests. Enumerated instances are further referred to as "Ticket". Request URL POST https://{server_name}/m42Services/api/ticket/close Headers For a list of available HTTP request headers see Web Services: REST API integration. POST body Element Description Type Required ObjectId
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
Troubleshoot Profile Installation Issues
Published September 20th, 2025 by Daniel White
Overview If your profile is not reaching your intended devices, here are some troubleshooting steps you can take to determine what the problem could be. Solution Steps Has the profile been published? Scope: No devices are getting this profile. It is possible to save a profile without actually "publishing" it to devices. This helps to save any work t
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
Pre-Logon Window
Published January 4th, 2026 by Daniel White
With version 1901.0 (TP) of the UEM Agent, a new application is stored in the installation folder of the UEM Agent package. The new Status UI.exe replaces the existing Eris Logon UI.exe. The new Status UI application shows the number of pending packages, a progress bar based on the estimated times of the packets and the remaining time until a user c
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
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
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
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
Device Enrollment Program: Token Alerts
Published September 19th, 2025 by Daniel White
Token Alerts When you are using the Device Enrollment Program and you have enabled the Receive Email Alerts option for your administrative account, you will receive E-Mail Notifications from Silverback based on the Token Alert Email Template in cases Silverback detects an issue with your service connection. This can come, for example, from an expire
App Portal
Published September 5th, 2025 by Daniel White
App Portal The App Portal is the central repository for all applications that are going to be administered by the Silverback System. Here you can add public App Store applications or upload your organization owned Enterprise applications. Applications purchased with the Volume Purchase Program will be imported automatically to the App Portal and for
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
Silversync Guide I: System Requirements
Published September 2nd, 2025 by Daniel White
Silversync Server Hardware 64 Bit CPU, 2.6 GHz Xeon or faster 4GB RAM 10GB of free disk space SCSI or SAS speed disks or equivalent SAS 1GB Network Interface Cards Operating System Windows Server 2012 R2, 2016, 2019 or 2022 The server must be configured for US English language, date and time settings (How-To) Enabled TLS 1.2 Please review the Appli
Extent of license model change with downgrades
Published August 13th, 2025 by Daniel White
The automatic change of license model with downgrades can bring about significant changes. Therefore, there are certain rules that define the extent to which the automatic change of license model is applied. These rules are relevant for all cases of the license model change with downgrades. To set up the automatic change of license model, refer to A
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
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
Single App and Multi App Mode on Android Enterprise
Published September 20th, 2025 by Daniel White
Single App and Multi App Mode One common use-case for managing mobile devices with Android Enterprise is to run them as dedicated devices that serve a specific purpose. These devices are used in special employee-facing (Inventory management, filed service management, transport and logistics) and customer-facing (Kiosks, digital signage, hospitality
Streamline User Authentication with Extensible Single Sign-On
Published September 20th, 2025 by Daniel White
Extensible Single Sign-On The Extensible Single Sign-On (SSO) feature on Apple devices allows organizations to provide seamless authentication across applications and websites by integrating with their identity provider (IdP). This feature is especially beneficial in enterprise and education settings, where users need to access multiple apps and ser
Service Bus V: Message Validation
Published September 8th, 2025 by Daniel White
General When your Service Bus is setup and connected to your Unified User Experience, every new enrolled and already existing device will update the corresponding device information in the Unified User Experience when the Command DeviceInformation is being Acknowledged. Depending if you have for the current implementation multiple Subscriptions or Q
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
ChromeOS Integration I: Configure G Suite
Published September 8th, 2025 by Daniel White
Prerequisites Active G Suite Subscription Enabled Chrome Management in G Suite G Suite Administrator Account Create Service Account Create Project Login to https://console.developers.google.com Click on the top left Select a project Click New Project Enter a project name e.g. Silverback ChromeOS Keep default values for domain or change to your exist
FastViewer extension for ESMP via Unified Endpoint Management
Published July 4th, 2025 by Daniel White
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Reset Admin Password
Published September 20th, 2025 by Daniel White
Summary This article describes how to reset the Silverback Admin password. First Step Open the SQL Management Studio, select your Silverback Database and create a new query. Second Step Paste the following SQL command in to the new query and hit execute. UPDATE dbo.Systemuser SET Password = '4MJ+X6Jv6VZvg/rO8ZJbbH6CvQy3o4Ft8gFIs5Ogbss=' WHERE System
EM actions
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7. Actions Individual action is provided in a sequence. You can select the following actions: Add/remove AD account/ AD group Application monitoring Install/uninstall application Create/remove file Show information Start/stop local service Create/remove folder Start/stop process Install/uninstall software package Download s
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
Empirum 22.0 - Installation Manual
Published December 24th, 2025 by Daniel White
About Matrix42 Workplace Management With Matrix42 Empirum, all networked devices and corporate software assets can be administrated efficiently and made available from a central management console. The modular structure of the software suite is completely database-based and allows for the intuitive handling of all functionalities; this way, it is po
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
Exchange Protection Allow managed devices
Published September 20th, 2025 by Daniel White
Exchange Protection When enabling the Quarantine Mode in your Exchange, all current connected devices will be automatically moved into the Quarantine Mode. As Silverback is moving managed devices with their Exchange ActiveSync identifiers to the ActiveSyncAllowedDeviceIDs list for specific users when an Exchange ActiveSync Profile will be installed
Release Notes Silverback 22.0 Update 1
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 22.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements New Runtime Permissions for Android 13 Google adjusted with
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
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
Data Query Primary Filter Configuration Example
Published September 13th, 2025 by Daniel White
Overview This page shows how the Primary Filter property configuration in the Data Query filters the data displayed in the application to the end users. No Primary Filter applied Data Query pre-requisites Audience: unrestricted PrimaryFilter: not set Default: not selected Priority: not set Configuration Open Administration application. In the User
Tags Guide Part IV: Windows 10/11
Published September 5th, 2025 by Daniel White
Profile Profiles for each device type are managed independently allowing separate configuration and management of profiles for each device type. When a device is provisioned, it will be provisioned with the profile configuration at the time the device was enrolled. When a profile change is made, new devices will receive the new configuration as well
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
Structures
Published September 13th, 2025 by Daniel White
Overview Structure is an alternative way to retrieve a set of Navigation menu sub-items. Structures serve the same purpose as the enabled in the application's navigation search filters with the main difference that the menu sub-items of a Structure are retrieveddynamically. Structures are more flexible and optimized for any changes, for example, whe
Communication EMv7 Agent
Published November 20th, 2025 by Daniel White
How does the EMv7 agent communicate?
Tags Guide Part I: Create and Deploy
Published September 4th, 2025 by Daniel White
Overview This guide provides a comprehensive overview of Admin Tags and how to create, configure and distribute them. In general, Silverback offers two Tag types and the difference between the out-of-the-box System Tags for each platform and the Admin Tags that can be additionally created and configured is that System Tags are automatically applied
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
Patch Distribution
Published November 20th, 2025 by Daniel White
This article shows how all critical and security updates are distributed, including specific instructions in case the SUP shall download the patches from an upstream WSUS Server, rather than retrieving them from the Internet (minimum requirement SCCM 2012 SP1 / 2012 R2). A filter is generated under "All Software Updates". Please add the fields "Expi
Migrating Engines to Support Engine Activation Sequences
Published September 14th, 2025 by Daniel White
Overview On this page, you may find how to adjust the implemented Engine in order to support running Engine Activation Sequences. Running Engine Activation tasks in a sequence was introduced in 10.0.4 release version. Engine Activation Sequencesallow running tasks within an Engine Activation in a specific order. When Engine Activation is activate
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
File Menu
Published August 25th, 2025 by Daniel White
Overview The File menu of the Workflow Studio offers different possibilities to create new workflows, components, and templates, or to open the existing ones. Besides, the properties of new or checked-out workflows, components, and templates will be defined or edited in the File menu. New The New menu item in the Workflow Studio's File menu offers v
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
Windows 10/11 Create custom profiles
Published September 21st, 2025 by Daniel White
Custom Profiles for Windows devices This guide is intended to create custom profiles for Windows 10/11 devices. Custom Profiles are very powerful in case some features are currently missing in Silverback or a special configuration is required for certain use cases. Basically, in this guide we will review for each target profile first the Configurati
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 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
Communication Overview
Published July 3rd, 2025 by Daniel White
Cloud only solution ESMP onPrem - FastViewer Cloud onPrem only solution
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
How to add new or update expired License Certificates?
Published August 28th, 2025 by Daniel White
If you need to update the License Certificates when they expire, change test keys to the new ones, or add new Certificates you can run the Configuration Wizard and upload them as described in the Manage License Certificates section. Another way to upload License Certificates without running the Configuration Wizard is as follows: On the Application
Installation, Update and Rollout
Published January 3rd, 2026 by Daniel White
The UEM Agent can be installed directly or as update via a running Advanced Agent. The UEM agent does not install the Empirum Advanced Agent 17.0 or 18.0 package if the UEM Agent is also assigned. Reinstallation of the Advanced Agent via the reinstallation function is not possible in this case. To return to the Advanced Agent, remove the UEM Agent p
Device Enrollment Program: Profile Bulk Assignment
Published September 19th, 2025 by Daniel White
Bulk Assignment After a first testing for new profiles you might want to assign profiles across your device fleet. For this, we added the possibility to use *.csv files to assign profiles in bulk to devices. All you need to do is to download your current device list through the Apple Business Manager or Apple School Manager and add the Profiles thro
Policies Guide Part II: Configure Policy
Published September 5th, 2025 by Daniel White
Overview Policies are designed for the Android Enterprise device management with the Android Management API and are the core resource of the Android Management API. When you create a policy, you create the ability to provision your devices using a QR code or enrollment token, and you can create a complete device configuration for managing your devic
Landing Page
Published September 13th, 2025 by Daniel White
Overview A Landing Page is a web page that explains the product or service offer and places visual emphasis on the value of the product or service presented. Landing Pages usually contain clear, concise, and action-oriented headlines followed by clear and concise paragraphs reinforced with visuals, such as graphs and images. Starting with v.12.1.0 s
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 • •
Dashboard in Licenses
Published August 13th, 2025 by Daniel White
This dashboard is relevant starting from Enterprise Service Management version 12.1.2. Overview The dashboard located in the Licenses > Home navigation item provides insight into key license compliance metrics. Each card shows a number of identified records according to the set criteria. Click on a card to open the corresponding navigation item
Configuring Microsoft Entra ID / Microsoft 365 integration with ESMP: Advanced Settings
Published August 27th, 2025 by Daniel White
Overview Matrix42 Enterprise Service Management Platform provides a simple way to configure Microsoft Entra ID / Microsoft 365 integration and extended login configuration. The configuration consists of two parts that include the configuration of the Azure portal and a new Microsoft Entra ID / Microsoft 365 connection in your ESMP instance. Start yo
Close a Task
Published August 26th, 2025 by Daniel White
Details Closes a task by setting task status to "Close". Request URL POST https://{server_name}/m42Services/api/task/close Headers For a list of available HTTP request headers see Web Services: REST API integration. POST body Element Description Type Required ObjectIds Array of GUIDs of the tasks to be closed. Array of GUIDs Required Comments HTML
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 2012 Wi
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
Enforced Blacklist Whitelist for Android and Samsung Knox
Published September 20th, 2025 by Daniel White
Overview Silverback offers two ways to influence or track installed applications on Samsung Knox devices. The fist one, the Silverback blacklist is a method that does not interfere directly with the device and Silverback will perform here certain actions based only on the list of installed applications that devices send to the management system if a
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
Windows 10/11: Add Certification Authority and Assign Certificates
Published September 7th, 2025 by Daniel White
Overview Managing certificates is essential for securing authentication, encryption, and communication on Windows devices. This guide explains how to distribute certificates to Windows 10 and 11 devices efficiently. With this solution, multiple certificate profiles can be integrated within a single tag, allowing for flexible deployment across differ
Windows 10/11 Guide II: Connect a device
Published September 3rd, 2025 by Daniel White
Windows Enrollment Types Windows 10/11 offers several different device management options. Enrollment Type Description Web Enrollment Provides a self-service enrollment process for users and administrators on Windows 10/11 devices and is most likely used when Microsoft Entra ID is not in use. The guide will continue with this management option to f
Data Layer Basic API
Published August 21st, 2025 by Daniel White
Overview Learn how to upload and access data layer (update4u.SPS.DataLayer.dll) objects and fragments with an API on the application server. Fragment FragmentRequestBase Class Get Fragment (Not updatable data set) Returns a list of data from the Data Definition containing only the requested columns and basic columns of the class. Retrieves data ac
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
Empirum 23.0 Update 3 - Release and Update Notes
Published December 23rd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
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
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
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
Creating User Role
Published August 24th, 2025 by Daniel White
Overview This page provides a list of configurable properties for the new User Role in Matrix42 Enterprise Service Management. New User Role is created in the Administration application → Security → User Roles → Add User Role: Create New User Role dialog example Assigned to the Person, the User Roles define the user access to certain data in Matrix
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
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
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
Application Server Hardening Guide
Published September 19th, 2025 by Daniel White
Hardening The goal of product hardening is to reduce the possibilities of exploiting vulnerabilities in order to be better protected against attacks. For example, vulnerabilities are exploited for identity theft, resulting in the imminent blackmail or industrial espionage. For this reason, appropriate protective measures should be activated with the
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
Service Bus II: Azure Service Bus
Published September 8th, 2025 by Daniel White
Install Service Bus Open portal.azure.com Login with Administrator Credentials Navigate to your resource group Click Add Search for Service Bus Press Enter Select Service Bus Click Create Enter a Name, e.g. imagoverum.servicebus.windows.net Select at minimum the Standard pricing tier Recheck Subscription Recheck Resource group Change Location, e.g.
Identity Provider Integration V: Configure Silverback
Published September 7th, 2025 by Daniel White
Import Metadata Open your Silverback Management Console Login as Administrator Navigate to Admin Navigate to Authentication Provider Click Import from URL Paste your fetched Federation Metadata URL Click OK Click OK to save these changes Click OK to confirm Configure Authentication Provider Enable Show on Login Page Disable classic sign-in (option
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
UEM Agent Windows
Published January 4th, 2026 by Daniel White
Matrix42 supplies a new, enhanced software management agent. This agent is based on the Advanced Agent and is now called “UEM Agent Windows”. We plan to supply additional technical previews and versions that have been officially released for productive operations as soon as they are available through the Matrix42 Marketplace accordingly. We also pla
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
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
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
Dealing with Apple Disk Image (*.dmg) files on macOS
Published September 19th, 2025 by Daniel White
Overview An Apple Disk Image (*.dmg) is a disk image format used by the macOS operating system and is the equivalent of *.iso files in the Windows ecosystem. When you open an Apple disk image on a macOS device, it is mounted as a volume in the Finder. Since the MDM protocol for macOS devices only supports the distribution and installation of *.pkg f
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
Windows 10/11 Troubleshoot Enterprise App Installations
Published September 21st, 2025 by Daniel White
Overview With Silverback you can deploy enterprise applications in *.msi format to your Windows 10 and Windows 11 devices. If you encounter problems when deploying or installing Enterprise applications on Windows 10 or Windows 11 devices, there can be several reasons, and this Knowledge Base article will give you some pointers on how to analyze the
E-Mails
Published July 20th, 2025 by Daniel White
Overview The E-mails page shows a list of e-mails sent from the Matrix42 Software Asset & Service Management system. The default version of the Matrix42 Software Asset & Service Management provides the following options for sending e-mails: Send E-mail action: allows sending e-mails manually. By default, the Send E-mail action is available f
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
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
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
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
Exchange Protection Integration IV: Exchange 2013
Published September 7th, 2025 by Daniel White
Exchange Protection For Exchange 2013 The PowerShell Integration establishes a remote connection to Exchange. Depending on your infrastructure design, the PowerShell interface will be utilized either on the Silverback Server or on your Cloud Connector Server. It means depending of your setup and settings, either the Silverback Server or your Cloud C
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
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
Validation of packages before installation
Published January 4th, 2026 by Daniel White
The UEM Agent offers the possibility to validate packages before the installation. The validation is done via SHA-256 checksums which are generated per package. An option in the Agent Configuration defines if the agent should validate packages before installing them. (Miscellaneous Settings -> Validate packages before installation) The generatio
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
Other
Published July 18th, 2025 by Daniel White
This topic provides guidance on troubleshooting (including error IDs). The provided information concerns error messages related to the installation routine. 0019 - Global Configuration - Deleted Data Entry Summary If customer had deleted the predefined global configuration objects, this needs to be restored and marked as Customized. Scope Applies
Getting started with Configuring an Offline Subdepot Server
Published January 5th, 2026 by Daniel White
Introduction To use the OS Deployment with Client Management (Empirum) Saa S, a offline subdepot server is required in the customer network. This document describes the necessary steps to set up and configure a subdepot for successful communication with the Saa S service. Deploy the Subdepot Here the necessary steps are explained to configure a serv
Silversync Guide VIII: Configuring User Based Authentication Manually
Published September 2nd, 2025 by Daniel White
Overview In some environments, it may not be possible to provide domain administrator credentials to a third application. The system needs these credentials because it needs to establish trust in the Active Directory domain so that the server can access files as a user. This allows Silverback to determine if the user actually has permissions to the
FastViewer extension for ESMP via Queue Management
Published July 4th, 2025 by Daniel White
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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
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
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
What can I do if Workflows that use PowerShell activities can not load 64-bit modules when using new Worker Technology?
Published August 28th, 2025 by Daniel White
What can I do if Workflows that use PowerShell activities can not load 64-bit modules when using new Worker Technology? Ensure that system runs on 10.0.2.3077 or higher. If you require further assistance, please get in touch with your Matrix42 Professional Service and Support Partner or the Matrix42 Support.
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
Creating a New Data Provider
Published August 27th, 2025 by Daniel White
With Matrix42 Software Asset and Service Management, you can create a custom Data Provider to import data from an external system of your choice. This tutorial outlines the steps that should be taken to create a Data Provider from scratch. For a comprehensive step-by-step tutorial, watch our video located at the bottom of this article. It illustrate
Profile Scope Overview for macOS devices
Published September 20th, 2025 by Daniel White
Profile Scope Overview The following table provides an overview describing the context in which configured profiles are installed on managed macOS devices. Since Silverback 24.0 Update 1, the user context can be activated during DEP-based enrollment, this involves a change in the selected context of the profile installation. The overview should help
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
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.
Preparations and Compatibility
Published July 18th, 2025 by Daniel White
Deployment Scenario Sizing and High-Availability Before you install Matrix42 Enterprise Service Management, you should decide whether to deploy all system components on one server (all-in-one installation) or on more than one server (distributed installation). Please refer to the sizing recommendations. If you want to use a high-availability cluster
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
Error Message: System.ServiceModel.Security.SecurityNegotiationException: Could not establish a secure channel for SSL/TLS with
Published August 28th, 2025 by Daniel White
I received the following Error message: “ System.ServiceModel.Security.SecurityNegotiationException: Could not establish a secure channel for SSL/TLS with authority 'xxx'. ---> System.Net.WebException: The request was aborted: Could not create SSL/TLS secure channel. ” The root cause of the problem is an untrusted certificate. Look at the cert
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
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
Renew your Enrollment Agent Certificate
Published September 20th, 2025 by Daniel White
Overview If you have configured a certificate deployment method that will assign Certificates to Active Directory User/Computers Objects, your Enrollment Agent certificate will most likely expire every 2 years or in a different cycle, depending on the configured certificate template validity in your Certification Authority. Failing to renew this cer
Subscribe to Dashboards and Reports
Published September 13th, 2025 by Daniel White
Creating and configuring your subscriptions and subscribing other users to regularly receive dashboard or report data by email. Overview You can now automatically subscribe to receive selected dashboards and reports via email, improving visibility, transparency, and operational efficiency for both Service Desk and Service Catalog users. The subscrip
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
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
Can a license enabling the Worker Technology help to fix issues with the Workflow Engine after an Update to 10.0.2 or higher?
Published August 28th, 2025 by Daniel White
Can a license enabling the Worker Technology help to fix issues with the Workflow Engine after an Update to 10.0.2 or higher? Until now, no documented case could be confirmed.If you require further assistance, please get in touch with your Matrix42 Professional Service and Support Partner or the Matrix42 Support.
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
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
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
Active Directory
Published August 27th, 2025 by Daniel White
Overview Integration with Active Directory is implemented by importing Active Directory (AD) objects to Matrix42 Enterprise Service Management and synchronizing changes in these objects from Matrix42 Enterprise Service Management to the AD server. The overall integration framework is applicable to each specific Data Provider. Import from Active Dire
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
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
Generic Data Import Export
Published August 27th, 2025 by Daniel White
Overview of the GDIE component, its architecture, and particularities. Introduction Generic Data Import Export (further GDIE) is a component that simplifies data import from external sources of different structure into Matrix42 Software Asset and Service Management. GDIE performs tasks similar to MSSQL Server DTS packages but with much higher level
Report - Software Usage Saving Potential
Published August 13th, 2025 by Daniel White
Overview This report displays the possible cost saving potential because of unused deployments and unused licenses. To display the report values a reporting date must be selected. It is also required to select the currency that should be used to display all values. If you have data stored in different currencies, make sure to provide exchange rates
Secure Token Service configuration
Published August 24th, 2025 by Daniel White
Overview When a client requests access to an application, the application does not authenticate the client directly, for instance, by validating the client's login credentials against an internal database. Instead, the application uses a Secure Token Service (STS) mechanism that authenticates the client and grants it a security token. The metadata a
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
History Wizard
Published August 21st, 2025 by Daniel White
Overview History Wizard allows previewing and browsing the history of the Configuration Item objects, in particular, attributes and relations of included in the CI Data Definitions, changed values, and the users who applied the changes. By default, the History Wizard is available for most Configuration Item objects of the standard Matrix42 Enterpris
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
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
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
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
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 1.1.4.11603 This release contains bug fixes only. Fixes This section covers bug fixes. Update error - AITConfigurationType already exists with different ID During extension update below error appeared in the update dialog: (C:\User
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
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
Variable Configurations OSI
Published January 2nd, 2026 by Daniel White
This document describes the Matrix42 variable configurations OSI template, its requirements and gives instructions on how to import, customize and assign them. Requirements The minimum requirement is a supported Empirum version. The variable configurations are based on all variables from WinPE version 1.8.13 or higher. Therefore, it is recommended t
Mail Gateway Integration IV: Create Server Farm
Published September 8th, 2025 by Daniel White
Create and Configure Mail Server Farm Create your Server Farm Open Internet Information (IIS) Manager Expand the Server node in the left pane A new entry Server Farms should be appeared after the ARR Installation Right Click Server Farms Select Create Server Farm Enter as Server Farm Name any desired name for the Server Farm, e.g. Exchange Servers C
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
View Live Logs for Cloud Connector
Published September 21st, 2025 by Daniel White
Introduction Our Cloud Connector enables customers to securely bridge their hosted cloud instances with on-premise resources over port 443. This allows for seamless integrations, such as performing LDAP queries from the cloud to on-premise directories. While the connector is designed to operate reliably in most environments, rare issues may occasion
Data Object CRUD operations Middleware
Published August 24th, 2025 by Daniel White
Overview The Solution Builder for each Configuration Item declared in the Schema allows designing Dialogs, which in runtime are used for creating, reading and updating different objects. Layout Designer provides a mechanism to author different logic, which affects the related Object. But this approach is very easy, and flexible, but has one downside
Android Guide IV: Create a Tag and assign it
Published September 3rd, 2025 by Daniel White
Create a Tag Please refer to our Management Guide Part III: Tags for further information. In this Guide we will create a random Tag and assign it to your first device. Open your Silverback Management Console (e.g https://silverback.imagoverum.com/admin) Login as an Administrator Navigate to Tags Click New Tag Enter a friendly name (required) Ente
Deactivating AppFabric on your own in DWP 10.1.1 or higher
Published September 16th, 2025 by Daniel White
Overview AppFabric deactivation and migration of all workflow-related components to a new Worker technology is required due to the fact that AppFabric is a legacy technology that is discontinued by Microsoft as of 12.04.2022. Use this guide for ESMP v.10.1.1 of higher. To fully migrate your system to the Matrix42 Worker Workflow Engine you need t
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
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
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
Engine Activations
Published July 20th, 2025 by Daniel White
Activating individual configurations of some engines and triggering them according to a schedule that is specified in the activation and can be customized to your preferences. Overview Engine activations allow activating individual configurations of some engines and are triggered according to a schedule that is specified in the activation and can be
Analyze how your Extension is used
Published August 28th, 2025 by Daniel White
The Matrix42 DevOps Services provide tools to analyze the usage of your published Extensions. Every Manager or Owner of an Extension can view these Statistics. (Learn more about permissions) Open the Extension Analytics You can either open the Extension Analytics via the side menu of the Matrix42 DevOps Portal on the left or via an action on the Ext
Backup & Recovery
Published August 28th, 2025 by Daniel White
Overview A data backup strategy can help you protect your data in the event of a disaster – such as ransomware, flood, or power outage – data backups can help you get up and running as soon as possible. The schedule, data backup rotation scheme, and backup tools are individual for each organization. To assure proper functioning of all ESMP modules
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
Product Maintenance Overview
Published January 15th, 2026 by Daniel White
This overview shows the official status of maintenance for released product versions. Each major release is supported for 12 months. Fixes and updates are provided until the next major release (typically every six months); after that, new fixes are released only for the latest version, while older releases continue to receive standard support unti
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,
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
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
Restarting the application
Published August 28th, 2025 by Daniel White
Learn how to restart the Application after the infrastructure outage and validate the correct restart after recovery. Structured application restart To restart the application, please shut down and restart the below-mentioned services. After restart make sure that all of them are up and running. The following Windows services: Matrix42 Host Common M
E-mail Configurations
Published September 14th, 2025 by Daniel White
Overview E-mail Configurations area allows dynamically changing some attributes of the e-mail based on the configurable data for the e-mails, therefore each department of the organization can have a personalized e-mail style, sender, signature, header, and footer: Prerequisites ESMP v.11.0.1 or higher E-mail Configurations E-mail Configurations are
Front-End Workspaces
Published August 26th, 2025 by Daniel White
The article explains what Workspaces are and how they are used for constructing the Matrix42 applications. Overview The article explains what Workspaces are and how they are used for constructing the Matrix42 applications. Front-End Workspaces management is available from 9.1.3 release version. Workspace The Workspace is a special module (package)
Logic behind license entitlement
Published August 13th, 2025 by Daniel White
What is license entitlement License entitlement is the act of assigning a license requirement in status "license required" to a suitable license. It is done automatically by the system to ensure license compliance of your organization, documenting that you own all licenses that are required for the legal use of software in use. It the last step of t
Setup - STS Configuration
Published September 15th, 2025 by Daniel White
Overview To install or update the environment and to configure their Secure Token Service (STS), administrators will need the page in Setup and API to provide the necessary settings. Configure STS with Setup Wizard Security Configuration is done via the Configuration wizard. Since 10.0.1, STS is the only possible option. Disabling STS is not possibl
Where does the inventory information come from?
Published November 20th, 2025 by Daniel White
The source of the inventory information differs between the data from SCCM and the Enterprise Manager. The view is merged into Enterprise Manager and viewed through a client's inventory. The table below provides a detailed description where the information comes from SCCM (default) EM (default) SCCM (configurable) Computer System (no Folder, Loc
Installing Customer Environments on Matrix42 Labs
Published July 19th, 2025 by Daniel White
All the steps that are necessary to setup, mirror, and secure the individual customer environment in Matrix42 lab infrastructure to ensure privacy and data security, avoid any impacts on your productivity, and for tailoring the perfect solution on your request. Overview Our customers' privacy and data security are the highest priority at Matrix42. W
Keyboard shortcuts and navigation
Published July 20th, 2025 by Daniel White
Overview Keyboard shortcuts Keyboard shortcuts or hotkeys are keys or combinations of keys that provide an alternate way to do something you'd typically do with a mouse. Hit ALT+H or ? to open a list of available hotkeys in Classic Look or click Keyboard Shortcuts in Avatar menu: Description Keyboard shortcut Example Show / hide hotkeys help menu ?
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
Version 20.0 Overview
Published September 1st, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility easie
FastViewer extension for ESMP - Ad-hoc Connection via Service Desk
Published July 4th, 2025 by Daniel White
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SQL Cluster Support
Published September 15th, 2025 by Daniel White
Overview This page describes the way how the databases can be handled in SQL Server Always On Availability Groups. This SQL feature enables multiple copies of the database to be highly available. High Availability Group intends that SQL Server is running your databases on several nodes that might be separated physically so that when one entity fails
Migrating databases from SQL Server to a Managed Instance in Azure
Published July 19th, 2025 by Daniel White
Overview This page covers the scenario of a one-step migration, at a point in time when backups of the databases are taken, the backups are restored into the Managed Instance and the existing application configuration will be switched to use the SQL Managed Instance. The scenario of renaming any of the databases is not covered; they must be restored
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
Sign Releases using your Matrix42 Developer Identity
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to digitally sign your Enterprise Service Management Platform Extension to ensure the latest security standards for all consumers of your Extension. Prerequisites A valid Matrix42 Developer Identity. A Configuration Package which actual version is not yet uploaded to the Matrix42 DevOps Portal. Signing your Config
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
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
Login Page Configuration
Published September 13th, 2025 by Daniel White
Overview Starting with ESMP v.12.1.3, system login page configuration is a part of Themes. By default, the login page configuration from the fallback theme is shown during login. Themes can also be assigned per Organizational Unit, allowing each department to have its own login branding. Configured login page example Configuration The login page is
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 "
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
HowTo: Integration with Power BI
Published July 17th, 2025 by Daniel White
Overview Learn how to set up Enterprise Service Management Platform integration with Power BI via ESMP API. Enterprise Service Management Platform serves as a source of data, while Power BI allows creating reports and dashboards based on the retrieved data. Furthermore, the Power BI reports can be integrated in ESMP. ESMP Data Source Access To use E
Ticket Requirements for Partners
Published September 20th, 2025 by Daniel White
Introduction This document describes the information and preliminary work that Matrix42 Support needs to effectively provide 3rd level support to a partner providing first and second level support to a customer. A problem reported by the partner must be verified beforehand and must be presentable - reproducible - on demand. Communication with the cu
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
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
Use Themes to customize Fleet Management application appearance
Published August 24th, 2025 by Daniel White
Goal Solution Builder provides the possibility to customize the appearance of the standard UUX console. The customization is Update-Safe and can be reverted to original Application appearance any time. For that purpose, the System maintains the Themes, special objects keep the whole information about the UI customization, like Logo, fonts, colors us
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
Version 6.0 Overview
Published September 2nd, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility easie
Assign Button Control
Published September 9th, 2025 by Daniel White
Overview The Assign Button control is a visual control that can be added to the layout page and shown under certain conditions, independently of the standard buttons like Close, Save & Close, etc. Assign Button display example in the Administration application → Settings → Configure Teams Integration action For similar controls with an assign bu
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 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
Android 12 Enrollment Changes for Android Enterprise
Published September 19th, 2025 by Daniel White
Overview All major releases of operating systems are containing a set of new features, several improvements and other changes. With Android 12, Google replaced the background provisioning method which will affect slightly the enrollment flows for devices managed as Device Owner or private devices that will receive the Work Profile on Android Enterpr
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.
Report Subscriptions
Published September 14th, 2025 by Daniel White
Overview Report Subscriptions provides a comprehensive overview of subscriptions to reports and dashboards across your organization. This report offers visibility into usage patterns, scheduling frequency, report and dashboard formats, and upcoming activity. Use this data to monitor workload, optimize report generation, ensure system efficiency, and
License assignment
Published August 13th, 2025 by Daniel White
Overview Software publishers define in their licensing terms, who is eligible consumer of a license. Most common cases are "Named User" or "Device". Correspondingly, the purchased license must be assigned to the eligible consumer, i.e. a natural person or a physical device. The system works with raw technical data about deployed or access rights to
How to increase number of computers for OSD tasks manually
Published November 20th, 2025 by Daniel White
Applies for EMv6 & EMv7 The default setting in Enterprise Manager restricts the number of clients for the OS deployment task to 5 clients per task. To increase the number of clients manually, you must modify the code directly. The file "Sw_Osd_Step1.aspx" can be found in the Enterprise Manager installation directory; you can use this file to mod
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
Encrypted https connection HowTo
Published January 5th, 2026 by Daniel White
Preface This document describes how to establish and test an encrypted https connection with the Matrix42 Empirum SDK. Requirements Matrix42 Empirum SDK (v1.3.x or later) Empirum-API service (v17.0.3 or later) Official or self-signed certificate (*.pfx) Create a self-signed certificate (Sample) $cert = New-Self Signed Certificate -Dns Name <FQDN
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
Cisco Security Connector Umbrella Setup
Published September 19th, 2025 by Daniel White
Cisco Security Connector Overview The Cisco Security Connector provides visibility and control for organization-owned and MDM managed mobile Apple iOS devices, such as iPhones and iPads. The CSC's Umbrella component directs DNS traffic, including functionality for the intelligent proxy, to the Cisco Umbrella cloud where filtering against malicious s
Release Notes 21.0 Update 1
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 21.0 Update 1 Setup can be used: to perform a new installation. to perform an update based on the v
FAQ
Published January 2nd, 2026 by Daniel White
Question : I have created a new Matrix42 Pre OS package, but I cannot create any directories or add files on the “Files” tab. The buttons are grayed out and the tree structure is empty. Why is that? Answer :You cannot add additional files until you have saved your newly created Matrix42 Pre OS package. As soon as you save the package, the file struc
Publish your Extension
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to use Matrix42 DevOps Services to publish and install a Enterprise Service Management Platform Extension. Prerequisites A Matrix42 Cloud Account. (https://accounts.matrix42.com) At least "Publisher" permissions to an existing Enterprise Service Management Platform Extension with at least one Release available.(Le
Advanced QR-Code Provisioning
Published September 9th, 2025 by Daniel White
Advanced QR-Code Provisioning The Advanced QR-Code provisioning method allows to enroll corporate-owned devices into the Android Enterprise Device Owner Mode by scanning a QR-Code during the initial device setup. Administrators creates and either sends the QR codes to their end users or use the QR-Code by themselves to provision their devices by sca
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
Users Guide Part II: Bulk Import Local Users
Published September 6th, 2025 by Daniel White
Bulk Import Local Users With a bulk import you can easily import users based from a comma-separated values file. To execute a bulk import for local users, perform the following steps: Login to Silverback admin console as an Administrator Navigate to Users Click Bulk Import Proceed with Preparation Preparation Download the "formula_UserImport.xlsx" a
Manage Workflows
Published August 26th, 2025 by Daniel White
Overview The Manage Workflows search page lists all the workflow definitions belonging to modules that were licensed by the customer. It provides a variety of search criteria for filtering workflows: Title, Category, Status, Current Version, Released Version, Locked by, and Integration Context. Click the name of the column, e.g. Title or Category, t
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
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
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
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.
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
Report - Software Compliance
Published August 13th, 2025 by Daniel White
Overview The Software Compliance report displays your license positions regarding missing and unused licenses for software products that are included to reporting. To display the report values a reporting date must be selected. This date corresponds with the data points stored in the data warehouse filled with compliance information. Also, it is re
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
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 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
Matrix42 Workflow Studio: VMware Activities
Published September 16th, 2025 by Daniel White
Updating Matrix42 Software Asset & Service Management 8.1.0 to later versions will result in breaking all workflows that contain at least one of the previously implemented VMware activities (Get Power State of VM, Restart Guest OS of VM, Resume VM, Shutdown Guest OS of VM, Start VM, Stop VM, Suspend VM). These activities have been updated in ver
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
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
Apple Deployment Programs III: Configure DEP in Silverback
Published September 6th, 2025 by Daniel White
Before you Start Before you start: Ensure that you have successfully performed the enrollment into the Apple Business or School Manager: Apple Deployment Programs I: Sign up Ensure that you successfully performed the basic configuration and the connection to Silverback: Apple Deployment Programs II: Configure Deployment Programs Configure Device Enr
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
List Control
Published September 10th, 2025 by Daniel White
Configuring a List Control. Overview List Control is one of the controls in Layout Designer. It is intended for representing a collection of some objects from the Data Model on the template. Control is rendered as a list of configured layouts. Example: list of knowledge base articles. List control can be added to the template in 2 ways: Drag&dro
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
Installation Guide III: Basic Setup
Published September 2nd, 2025 by Daniel White
Silverback Basic Setup Enter License After logging in you will be prompted to enter the Silverback license to activate the system. Click Import Key Paste your key into the text box Click Save You should now be successfully logged in into Silverback Management Console Change the default admin preferences Click on the settings icon on the upper right
Reference
Published July 18th, 2025 by Daniel White
Overview A complete reference of all available PowerShell commands can always be found in the folder: ~\bin\ApiHelp\Html\index.html Open the index.html file in any browser to browse the commands: PowerShell commands overview exampe in index.html file
Multi Fragment Grid
Published September 10th, 2025 by Daniel White
Multi Fragment Grid settings and grid properties configuration examples. Goal This how-to explains the basics of the Multi Fragment Grid settings and provides examples of the properties configuration. Data type: multi-fragment array. The main purpose of the multi-fragment grid type is to display data that is stored as an array. In this case, an arra
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
Report - Cost Saving Potential
Published August 13th, 2025 by Daniel White
Overview This report displays the possible cost saving potential of unused and wasted software maintenance. To display the report values a reporting date must be selected. It is also required to select the currency that should be used to display all values. If you have data stored in different currencies, make sure to provide exchange rates to conve
How to apply New Look
Published September 13th, 2025 by Daniel White
Overview New Look is a new design of ESM that emphasizes simplicity, ease of use, and intuitive navigation. Its key feature is minimalism as the New Look is designed to be simple and clean, with redesigned buttons, menus, and fewer visual distractions. As described below, learn how to apply, adjust, and test the New Look with a pilot group. Phased r
Matrix42 ESM Platform Migration Guide
Published July 19th, 2025 by Daniel White
Audience: Technical Experts (Customers & Partners) Context: Cloud Your Way Overview As part of the Matrix42 strategy “Cloud Your Way” the Enterprise Service Management Platform (ESMP) is undergoing a fundamental modernization to support deployment within Linux containers. This document outlines: The target architecture and transformation goals K
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
Installation: Step by Step
Published July 18th, 2025 by Daniel White
Overview You can either install Matrix42 Enterprise Service Management on one server (all-in-one installation) or distribute it on two servers (distributed installation on the Web server and the database server). This topic describes the all-in-one installation in detail and includes comments and installation tips. Preparation Antivirus and various
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
Silverback Update II: Upgrade to Major Version
Published September 9th, 2025 by Daniel White
Upgrade to Major Version This section will describe the update from e.g. Silverback 21.0.0.43 to Silverback 21.0.1.69. Silverback versions can be installed over a newer one. It is not necessary, for example, to perform intermediate steps when updating e.g. from Silverback 20.0 Update 3 to Silverback 21.0 Update 2 . Each Silverback version can be con
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
Fragments Data Service: Get Fragment data
Published August 26th, 2025 by Daniel White
Details Reads the whole Fragment of the specified Data Definition with defined Id. Request URL The URL which returns only the data of the requested fragment has the following format: GET http(s)://{server_name}/M42Services/api/data/fragments/{ddname}/{fragmentid} If the Response should include the schema meta-info data which describes the fragment
History
Published August 25th, 2025 by Daniel White
Overview This function shows all versions (checked-in versions and the local version of the current user) of the opened object including detailed information about version number, check-in date, creator, status (published, personal…), and comments from users. Several versions of the workflow can be opened in the Workflow Studio to compare the differ
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
Tracking Mode
Published August 25th, 2025 by Daniel White
With this action the Workflow Studio is set into the visual status tracking mode and launches the selected instances; the user can track the progress of the instance in detail. Visual status tracking also helps to detect errors during the instance and displays detailed information about all events, data, and properties. In this mode you cannot edit
License requirements originating from Active Directory permissions
Published August 14th, 2025 by Daniel White
Overview Permissions distributed to users and devices in Active Directory can be a source for the automatic creation of license requirements. How to create license requirements from an AD group For this scenario, AD groups are first imported by using the corresponding data provider. On the AD group dialog page, you can view Accounts and Devices assi
Image Picker
Published September 10th, 2025 by Daniel White
Overview The Image Picker control (outlined below) in dialogs allows you to select images from the following sources: Server Image: a server of your choice Icon: the Matrix42 icons library Object Attachment: an image uploaded from your device. Image picker example in the Services of the Service Catalog The Image control in Preview displays the imag
Wizard Manager Control
Published September 12th, 2025 by Daniel White
Overview Wizard Manger is a non-visual control that provides various functionality for influencing the Wizard behavior, appearance or even actions the System needs to undertake when the Wizard is submitted. Properties Appearance Open In Full-Screen Mode (Available since version 9.0.3) The wizard will be opened in full-screen mode if checked. Finish
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
Hierarchical Picker Control
Published September 10th, 2025 by Daniel White
Overview A Hierarchical Picker is a control that looks like an ordinary field in run time and allows you to locate and select an object from the hierarchically organized data, for example, an Incident sub-category of the Service Desk category: The purpose of the control is to select an object in a simple way, using the type-ahead functionality or us
Objects Grid Control
Published September 12th, 2025 by Daniel White
Objects Grid Control Defined An Objects Grid is a control that allows users to select objects in a grid. How to Set up Objects Grid Control An Objects Grid control, just like any other control in Solution Builder, has its own Control Descriptor (located under Administration > User Interface > Control Descriptors), which defines how the contr
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
Entra ID Integration III: Windows Autopilot
Published September 6th, 2025 by Daniel White
Windows Autopilot Overview Windows Autopilot is Microsoft's deployment program that uses a collection of technologies to fast setup and pre-configure new devices. In general, it is similar to Apple's Device Enrollment Program or the Knox Mobile Enrollment or Android Zero Touch for Samsung and Android devices. Devices or device identifiers will be ad
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
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
Handling the end of maintenance for a license
Published August 14th, 2025 by Daniel White
Introduction Some license types include maintenance usually granting additional benefits like the right to use any new published version. This maintenance is limited by time. In general there are two scenarios for and end-of-maintenance use case: You renew the maintenance You do not renew the maintenance If case you do not renew the maintenance, th
Release Notes
Published August 30th, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
LIS Premium status report
Published August 14th, 2025 by Daniel White
The LIS Premium Status Report is issued for subscribers of LIS Premium on a monthly basis. Title The title page displays the customer name and the issue date of the report. The data in the report refers to the data provided by the particular customer as of the end of previous month, unless otherwise mentioned in explanations below. Overview Servi
AdSite.json can't be created from EmAgent
Published November 20th, 2025 by Daniel White
No software can be distributed on the client because the AdSite.json cannot be created in the log. Reason The LDAP ports are probably not enabled. Solution Open LDAP ports 389, 636 and 3269 for communication and creation of the AdSite.json
Client Management (Empirum) SaaS
Published January 5th, 2026 by Daniel White
Matrix42 is a provider of Cloud Solutions for smart workspace management. However, the basic products are identical to local (on-premise) setups and installations, the solutions differ in terms of provisioning, access, and functions. This guide describes Client Management (Empirum) Saa S, the use of Inventory, Software Management, and Patch Manageme
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.
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
Container Controls
Published September 9th, 2025 by Daniel White
Overview On this page, you may find a list of container controls and their configuration in the Layout Designer. Dialog Container Dialog Container is configured in a Layout to serve as a container for another layout on the page, for instance, when a specific property is chosen on the main layout and it might need some additional properties configura
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
Concept and description
Published January 2nd, 2026 by Daniel White
The possibility to import variable configurations requires Empirum v21.0.3! The Matrix42 Variable Configuration OSI template allows to import, edit and assign OS installation specific variable configurations. The Matrix42 Variable Configuration OSI template contains12 (v21.0.3) and 16 (v22.0) exported files that can be imported with EMC or SDK/UUX
Workflow Engine
Published August 26th, 2025 by Daniel White
Overview The article provides a general overview of the Workflow Engine architecture and explains the common principles of how the designed Workflows are executed. Engine Once a Workflow is designed in the Workflow Studio, it is stored in the Workflow Repository, in the Production database, and is ready for execution. The Workflow Engine is a specia
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
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
Windows 10/11 Diagnostics and Logs
Published September 21st, 2025 by Daniel White
Windows 10/11 Diagnostics and Logs Windows 10 and Windows 11 devices allowing several methods to collect diagnostics and logs locally or remotely. Collecting logs locally is intended for first and second level (remote) support scenarios and can be used e.g. to review the configuration service provider API and which configurations has been applied on
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
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
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
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
WinPE via HTTP(S)
Published January 2nd, 2026 by Daniel White
As of Win PE Preboot version 1.8.0, connection establishment via http(s) is supported. The following chapter describes the necessary adjustments to the implementation. Deployment via http(s) requires the use of the latest Matrix42 Pre OS packages, which were released with Win PE Preboot version 1.8.0 or newer: Hardware Info 3.0 or higher Windows Ins
Creating license requirements manually
Published August 14th, 2025 by Daniel White
Overview Along with automatic creation of license requirements by the system, you can define license requirements manually. This is appropriate if there is no way to derive license requirements for a software product from installed applications, AD groups, remote usage or rules for license requirements. Please note that the system will not touch and
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
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
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
Entra ID Integration V: Windows Store for Business
Published September 6th, 2025 by Daniel White
Overview The Microsoft Store for Business has been discontinued by Microsoft. Since January 2024, the private store tab and associated functionality was removed from the Microsoft Store for Business and Education portal. This includes the ability to add apps to private groups and to download and install apps from the private store. With this change,
Workflow Activities Migration Guide
Published September 17th, 2025 by Daniel White
Adjusting the Workflow Activities for running on the new Matrix42 Worker Engine. Goal Starting from version 10.0.0 ESMP introduces the new Workflow Engine based on Matrix42 Workers. The new concept includes the possibility to scale the execution of the Workflows on many computers located not only on the intranet but also on the internet (including C
Multifactor Authentication for System Users
Published September 20th, 2025 by Daniel White
Overview To enhance the security of the Management Console, Multi-Factor Authentication (MFA) can be used. This additional layer of security ensures that administrators must verify their identity beyond just using a password, reducing the risk of unauthorized access. In this guide, we will walk you through the necessary steps to enable and configure
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
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
Installation EM Server
Published November 18th, 2025 by Daniel White
Before starting EM Server installation, you must ensure compliance with respective installation requirements (see here). Once setup has been started, the system checks the respective components to ensure their completeness. In case certain components are missing, they will be installed automatically during setup (with the exception of .NET Framework
Enterprise Service Bus Overview
Published August 29th, 2025 by Daniel White
Matrix42 uses a communication architecture based on an enterprise service bus. This allows a more efficient and faster communication between the UUX for UEM, Empirum, Silverback and FastViewer. This allows hybrid deployment scenarios, (e.g. Empirum , Silverback and the Enterprise Service Management Platform in the Cloud). Azure Service Bus for Clou
Android I: Add Certification Authority and Assign Certificates
Published September 6th, 2025 by Daniel White
Identity Certificates without Active Directory Object This guide demonstrates how to generate individual user certificates without adding them in the corresponding user Active Directory User Object. Within this guide, we will deploy certificates to managed devices with an Exchange ActiveSync and a Wi-Fi Profile. In case your devices running on Andro
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
Configuration wizard
Published July 18th, 2025 by Daniel White
Overview The Configuration wizard allows running the automatic system consistency check, redefining the settings applied during Matrix42 Enterprise Service Management installation thus providing advanced access to the global system settings partially available in the Administration application, update the license certificates or uninstall the applic
Release Notes 20.0.3
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 20.0.3 Setup can be used: to perform a new installation. to perform an update based on the version
Service Bus II: Azure Service Bus
Published August 29th, 2025 by Daniel White
Overview Below, you can see an abstract overview of the way platforms are connected to Azure ServiceBus, enabling them to securely and remotely communicate with each other. Install Service Bus Open portal.azure.com Login with Administrator Credentials Navigate to your resource group Click Add Search for Service Bus Press Enter Select Service Bus Cli
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
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
Installing and configuring the Matrix42 Empirum Service Provisioning data provider
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 Ex
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
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
User Sign-In Insights
Published September 14th, 2025 by Daniel White
The report empowers administrators to monitor user engagement trends, identify adoption patterns, and optimize ITSM platform utilization. Overview The User Sign-In Insights report provides a comprehensive analysis of how end-users and IT teams interact with the ITSM platform. It highlights user engagement trends, adoption metrics, and areas for impr
Login and Logout
Published August 26th, 2025 by Daniel White
Overview Public API endpoints that are used for authentication scenarios in integrations with identity providers, for instance, via Azure App. URL POST https://{server_name}/m42Services/api/sts/login GET https://{server_name}/m42Services/api/sts/logout POST https://{server_name}/m42Services/api/sts/logout
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
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
Accessibility Usecase with JAWS Screen-Reader
Published September 13th, 2025 by Daniel White
Overview WAI-ARIA stands for Accessible Rich Internet Applications and defines a way to make Web application more accessible to people with disabilities. Tested on Chrome with JAWS Screen-Reader version 2020. Support Accessibility New Look New Look of application provides accessible use to people with disabilities. As a rule, JAWS works in Virtual
Windows 10/11 Working with Firewall Rules and Remote Desktop
Published September 21st, 2025 by Daniel White
Working with Firewall Rules and Remote Desktop With Silverback 21.0 Update 3 and newer, Administrators can configure a Remote Desktop Profile for Windows 10 and Windows 11 device. This profile includes to allow or prevent remote access to computer by using Remote Desktop Services and prevent or allow mapping of clients drives in a Remote Desktop Ser
Processing Rules for Service Bus Integration
Published August 30th, 2025 by Daniel White
Processing Rules Processing rules allow to limit the processing of messages which do not have dedicated handlers and therefor are processed by the generic message handling. Limiting the scope can be useful to increase performance or prevent overwriting data from distinct sources. By not updating the many multi fragments in a message like hard disks
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
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
Settings for License Management
Published August 13th, 2025 by Daniel White
Overview Click Settings navigation item in the Licenses application to view and edit current system settings. General Information Automatic change of license model with downgrades Select the checkbox if the system should assign a downgradeable license to a license requirement when their original license models do not match. In this case the license
Certificate Error when using SaaS-EMC (/RDweb/Webclient)
Published January 5th, 2026 by Daniel White
Overview When launching the HTML5 version of an Empirum Management Console (EMC) in a Matrix42 Saa S environment, you may receive an error message with detailed certificate information: "Your session ended because an unexpected server authentication certificate was received from the remote PC. Ask your admin or tech support for help." (Depending on
Validate digital signature of files
Published January 4th, 2026 by Daniel White
The UEM Agent offers the possibility to check the Software Depot data for valid signatures before downloading and installing packages. This ensures consistency and elevates the security. The BackendTaskQueue signs the files PackageHashes.json and the swdepot.dds in the user directory on the Empirum Master Server. The files are checked for their digi
Exchange Protection Integration III: Exchange 2016
Published September 7th, 2025 by Daniel White
Exchange Protection For Exchange 2016 The PowerShell Integration establishes a remote connection to Exchange. Depending on your infrastructure design, the PowerShell interface will be utilized either on the Silverback Server or on your Cloud Connector Server. It means depending of your setup and settings, either the Silverback Server or your Cloud C
Deploy Office365 for macOS
Published August 30th, 2025 by Daniel White
Deploy Office365 for MacOS Matrix42 Secure Unified Endpoint Managements allows you to distribute Office365 with several methods and in different combinations, depending on your target platform, the management type and the types of your target devices. With Enterprise Mobility Management as an example you can configure and distribute Office365 applic
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
Concepts: Integration Framework and Data Providers
Published July 16th, 2025 by Daniel White
Overview Matrix42 Enterprise Service Management Platform provides a set of tools and components for integration with any external system. It could be anything from ERP and CRM systems to CSV files on file share or endpoint devices for which the hardware and software inventory should be made. There are two main scenarios for integration: Batch Import
Migrating the Databases to a New Server
Published July 19th, 2025 by Daniel White
The process of migrating the databases to a new server is supported by the Configuration Wizard. Shut Down the Application Before you start the migration process, shut down the application to avoid data loss. To shut down the application, perform the following steps: Stop the following Windows services: Matrix42 Scheduler Matrix42 Workers Matrix42 H
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
Concept: Azure AD (native) vs. Azure AD (with MyWorkspace): What's the Difference? Which Should You Choose?
Published July 16th, 2025 by Daniel White
Overview In this article, we would like to give you an overview of two ways to connect your Enterprise Service Management Platform (ESMP) based application with Azure Active Directory (Azure AD/AAD) and help to chose one that fits your needs best. Azure AD (native) vs. Azure AD (with MyWorkspace): What Are They, Exactly? Azure AD (Native) same as Az
Matrix42 Developer Identities
Published August 28th, 2025 by Daniel White
A Matrix42 Developer Identity certifies an individual to develop secure Matrix42 Extensions for the Matrix42 Enterprise Service Management Platform. With these certificates, a developer can ensure that his/her Extensions are not malware and are not tampered with when a consumer is downloading/installing them via the Matrix42 DevOps Services. Prerequ
How to: Use Javascript Expression for hiding irrelevant UUX Actions
Published August 24th, 2025 by Daniel White
Goal As described in the article Actions, the UUX provides the sophisticated mechanism for determining the availability of the Action for current execution context. Besides the standard mechanism (present also in Classical Console) of filtering Action based on selected objects Configuration Items and their States, the UUX also introduced a way of ad
Admin Guide Part III: Admin Tab
Published September 3rd, 2025 by Daniel White
Admin Tab The Admin Tab allows the Administrator to configure some of the core settings of Silverback installation like: Customize the Look and feel of specific elements, such as the Self Service Portal or the App Portal icon. Create and configure users and give those individual users different levels of access to the Silverback Management Console.
Why the Data Provider is shown as not licensed even though I have a valid license?
Published August 28th, 2025 by Daniel White
It might happen that when you add a certificate for any Data Provider that was not licensed before, the system will still show it as not licensed. There is no on-the-fly real-time recalculation of the Status, so you need to Enable the Data Provider and it will work: For more information on how to Manage License Certificates see Configuration Wizard
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
License Certificates
Published August 28th, 2025 by Daniel White
Overview The availability of various UUX applications and features, as well as the Enterprise Service Management itself, hinges on the presence of valid License Certificates stored in the “Certificates” folder. These certificates delineate the enabled functionality, duration, number of licenses, and the method by which license utilization is calcula
Journal
Published September 10th, 2025 by Daniel White
Overview Journal Input Control is a useful way to add and manage comments section on the page layout and keep the history of important changes: By default, the Journal Input Control can be used in the following page layouts: Dialog Wizard Preview To add the Journal control to other types of layouts modify the Supported Widget Types settings in the A
FastViewer extension for ESMP via Service Desk - Ticket
Published July 4th, 2025 by Daniel White
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HowTo: Configuration of Active Directory Federation Services
Published August 27th, 2025 by Daniel White
Overview This Guideline will enable you to setup anything necessary in Enterprise Service Management (ESM) to let your end users log in to Self-Service with an Active Directory Federation Services (AD FS) User. This article requires that you have a Matrix42 MyWorkspace (MWS) Subscription (optional), a fully functional AD FS Infrastructure, and a run
Workflow Instances Activity Monitoring
Published August 26th, 2025 by Daniel White
Overview The Workflow Instances section offers the possibility to monitor and control workflows that were designed with the new version of the workflow engine. The Workflows → Services & Processes → Workflows→ Workflow Instances search page lists all instances of workflows that were created with the new version of the workflow engine and provide
Step-by-step Instructions
Published January 2nd, 2026 by Daniel White
The following section provides “step-by-step” instructions on using the Matrix42 PreOS Package Editor. With the help of the Matrix42 PreOS Package Editor, you can create and edit the necessary package folder structure and required files. Package information is stored in an XML file and the logic of the package must be implemented in a PowerShell scr
Workflows Health Check
Published August 26th, 2025 by Daniel White
Overview Workflows Health Check is a Landing Page that provides the most important information and visualized statistics of the recently ran workflows and their processing by the Workflow Engine. The Health Check page is located in Administration application → Services & Processes → Workflows. Workflow Engine The data on the Workflows page depe
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.
Migration I: Silverback Server to Server
Published September 21st, 2025 by Daniel White
Server to Server Migration This article will guide you through a Server to Server Migration for Silverback. In case of technological breaking changes or the end of support of operating systems this article will help you to ensure a guided path to migrate Silverback e.g. from Microsoft Server 2012 R2 to Microsoft Server 2016 or 2019 or newer. Vendors
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
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
Release Notes Silverback 18.0 Update 2
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 18.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Data Table Control
Published September 14th, 2025 by Daniel White
Using a control in an E-mail Designer for dynamic rendering of the table in generated E-mail. Overview Data Table is a control designed for usage exceptionally in Email Designer for dynamic rendering of the table in generated Email. In case the array of data need to be added to Email, the Email designer offers to use either Repeater control, which r
UEM Patch Vulnerability Knowledge
Published August 30th, 2025 by Daniel White
About this document This article provides details and background information on data used in the Patch & Vulnerabilities part of the UEM Extension. UEM Patch & Vulnerabilities Preview Patch Management information from Empirum is greatly enhanced and allows users to easily get the information they need based on the great data navigation and d
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
Apple Push Notification Service Certificate Renewal
Published September 19th, 2025 by Daniel White
Overview This how-to explains how to renew your Apple Push Notification Service certificate on a regular base. Since the Apple Push Notification Service certificate has a maximum validity period of 1 year, you will need one year after your first APNs certificate creation or one year after the last renewal, to renew the certificate in order to contin
Software Development Kit (SDK) Release Notes
Published January 5th, 2026 by Daniel White
Overview The Matrix42 Software Development Kit (SDK) provides powerful tools (Power Shell libraries and .NET libraries) to communicate with Empirum.Customers, partners, and software vendors can integrate Empirum into existing processes and products or extend its enormous capabilities to perfectly fit into their enterprises.The Matrix42 Software Deve
Silversync Update III: Installation
Published September 9th, 2025 by Daniel White
Download Files Open Silverback Management Console on your Silversync Server Log in as an Administrator Navigate to Admin Navigate to Silversync Click on your Silversync Server On the following prompt, click to download Installation File Copy the token displayed in the text area into the Clipboard After the download is finished proceed with the next
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
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
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
Licensing
Published November 18th, 2025 by Daniel White
A license file is requested when the Enterprise Manager console is started for the first time. It is not possible to use the EM, unless this file is inserted. To do so, please use the "Browse..." button to select the license file supplied by Matrix42 (*.CERTIFICATE). Then click OK to confirm. Now the console interface will open. This may stop the EM
Permissions to dialogs available in the Licenses application
Published August 13th, 2025 by Daniel White
This article lists all dialogs that are restricted by application and available in the Licenses application; i.e., these dialogs are accessible only from the specified applications. Dialogs available to everyone The following dialogs are available in the Licenses application to all users: Airwatch Enrollment Dialog (Provisioning) AirWatch Install Ap
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
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.
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
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
Extension Test Studio Browser Matrix
Published August 26th, 2025 by Daniel White
What does the Browser Matrix mean for testing? When defining E2E-test cases for your extensions, you need to specify which browser versions should be used for testing. These are offered by Matrix42 in a Browser Matrix with different browsers and its available versions. How does it work? When the tests get executed by the Extension Test Studio, it wi
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
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
Non Visual Controls: Message
Published September 11th, 2025 by Daniel White
Managing warnings, errors and info messages in the applications. Message settings and usage examples. Overview A Message is a text that is displayed to describe an issue that occurred, a warning or a notification. The Message is considered as a non-visual control of the Layout Designer as it is shown only when the certain conditions are met: Partic
Uninstall or Reinstall Silverback
Published September 21st, 2025 by Daniel White
Uninstall or Reinstall Silverback In some cases, mostly advised from our support, it might be necessary to uninstall Silverback completely and re-install it from the scratch. As Silverback and the Database are working independently, it is very simple to reinstall all Silverback related files & folders and keep the database and the connection str
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
Adding base licenses to a license conversion
Published August 13th, 2025 by Daniel White
Overview A license conversion is a specific type of license that is used when licensing metric (the unit that the publisher counts when you purchase usage rights) change. Example: You have a license of metric "per CPU" in your inventory You want to migrate this license to a "per Core" metric This type of license allows re-calculating the number of
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
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 is required to switch the Workflow Execution Engine to the new Worker Workflow in my environment?
Published August 28th, 2025 by Daniel White
What is required to switch the Workflow Execution Engine to the new WorkerWorkflow in my environment? A Enterprise Service Management Platform (ESMP) license enabling the Worker Technology needs to be installed and activated Ensure that in “Administration à Settings” the Worker Technology is selected as default Only Workflows that are shipped by
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
Application Guide Part V: Add macOS Application
Published September 6th, 2025 by Daniel White
Overview Apple supports the distribution of Enterprise and Volume Purchase Program applications for macOS. Enterprise and VPP applications can be configured using the XML standard, as demonstrated in the Application Configuration Guide with some examples for Enterprise applications. Refer to your vendor's documentation for the available application
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
HowTo: Configuration of Azure Active Directory
Published July 17th, 2025 by Daniel White
Overview Matrix42 Enterprise Service Management Platform (ESMP) provides a simple way to configure Microsoft Entra ID / Microsoft 365 integration. Depending on your needs you are able to choose from one of the supported scenarios: Import Users, Groups to ESMP Import Users, Groups to ESMP and Login with Microsoft Entra ID Prerequisites ESMP subscript
Frequently Asked Questions
Published July 3rd, 2025 by Daniel White
Have 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 rel
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
Backup Policy for iOS and iPadOS devices
Published September 19th, 2025 by Daniel White
Overview Administrators have the ability to allow or deny iOS or iPadOS devices to be restored from backup and maintain access to corporate information. By default, this setting is set to allowed, as Silverback will automatically prevent the most common security threat with restoring backups by default if your leaver process contains performing a Fa
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
Device Enrollment Program: Token Renewal
Published September 19th, 2025 by Daniel White
Overview As the Device Enrollment Program token needs to be renewed every year, this article provides a quick and easy overview of how to update your connection to the Apple Business Manager or Apple School Manager on a regularly basis. Download Token Login to Apple Business Manager or Apple School Manager Click on the bottom left on your account S
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
E-mail Skins
Published September 14th, 2025 by Daniel White
Overview Skinis a predefined set of e-mail designs, including colors, shapes, and adjustable layout elements. E-mail skins extend the Solution Builder Email Engine allowing to design and render e-mails of any complexity following the corporate identity. Use any out-of-the-box skins to configure the look and feel of the e-mails sent by the Solution
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
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
I have the issue that Workflow Studio is not licensed. Do I need the Worker Technology or a license enabling it to solve that?
Published August 28th, 2025 by Daniel White
I have the issue that Workflow Studio is not licensed. Do I need the Worker Technology or a license enabling it to solve that? Workflow Studio works with Microsoft AppFabric and the new Worker Technology alike. However, Workflow Studio requires a valid and activated license called “m42WorkflowDesigner” to be installed. Please verify if a valid Work
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
Classroom Configuration
Published September 19th, 2025 by Daniel White
Available with Silverback 21.0 Update 2 Classroom is a powerful app for iPad and Mac that helps you guide learning, share work, and manage student devices. ... You can launch a specific app, website, or textbook page on any iPad in the class, share documents between teacher and students, or share student work on a TV, monitor, or projector using A
SQL queries limitations in customizations
Published August 21st, 2025 by Daniel White
There are some use cases where you might want to do a direct SQL query to the Production or Archive database. In this case, do not use the connection string directly. It may be changed in the future and then your customization will be broken. There are some options on how you can achieve the same result without directly referencing the connection st
Check for signing
Published January 4th, 2026 by Daniel White
The UEM Agent offers the possibility to check the swdepot.dds for a valid signature before downloading and installing packages. The program Create Hash signs the file Package Hashes.json and the swdepot.dds in the user directory on the Empirum Master Server. The files are checked for their digital signature on a client after the download. Starting w
Create a PLIST for Enterprise Applications on macOS
Published September 19th, 2025 by Daniel White
Create a PLIST for Enterprise Applications For macOS devices, your desired application might be not available in the App Store so you can't distribute the application via the Volume Purchase Program. In this case your application needs to be distributed as an Enterprise application. While uploading applications for macOS devices into the App Portal,
API: Generic Data Service
Published August 26th, 2025 by Daniel White
Working with the Product data over the REST Web Services: CRUD operations, Objects, and Fragments Details Generic Data Service introduces an approach to work with the Product data over the REST Web Services. The Service delivers the basic methods to be able to fulfill any operation with the data like CRUD-operations (Create-Read-Update-Delete). The
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
Generic Data Access REST API
Published August 21st, 2025 by Daniel White
Overview ESMP provides various methods to read generically data over the REST API from the specified Data Definition and matching the required filtering criteria. /api/dataQuery The Web Service provides a few methods to read data from the database following the contract specified in the Data Query, like Data Definition to read and which columns/att
Database Security
Published July 19th, 2025 by Daniel White
A step-by-step walkthrough for the database encryption upgrade with ReEncryptData tool for ESM installations preceding v.9.1.2 Overview All users' sensitive data stored in the Production Database (e.g. passwords) are encrypted with the Encryption Key stored outside of the Database, which guarantees the data cannot be compromised even in a case when
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
View Live Logs for Apple Devices
Published September 21st, 2025 by Daniel White
Debug MDM client Logs For several troubleshooting scenarios, it is useful to perform a live trace of the built-in Mobile Device Management client logs on Apple devices. The process for reviewing the logs is straightforward. Using Console application on macOS devices, you can trace the mdmclient logs for iOS, iPadOS, and on the macOS device itself. T
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
Error Message when installing patches on the client (0x800b0109)
Published November 20th, 2025 by Daniel White
This error message appears on the client in the log "C:\Windows\CCM\Logs\WUAHandler.log" Failed to download updates to the WUAgent datastore. Error = 0x800b0109 The reason for this is a self-signed certificate which was stored in the configuration of the patch catalog for SCCM. The following steps must be completed on the target machine for an insta
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. Please make sure to request the subscription (account manager, partner) as it is not automatically provided. Once provisioned
FAQ
Published January 2nd, 2026 by Daniel White
Question: I get the error message 'Saving the driver.json was not successful' when saving in the Win PE driver wizard. What can be the reason for this? Answer : This is probably due to the permissions of the user who started the Matrix42 Driver Wizard. Make sure that this user is allowed to create, delete and modify files and directories in the %Emp
IIS & WSUS
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7 Internet Information Service - Installation Please start the Server Manager to open the Add Roles and Features Wizard. Confirm the Welcome screen, select the server and then enable the "Web Server (IIS)" and "Windows Server Update Services" roles, which will also activate the role suggested by the Server Manager. Activate
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
Importing licenses using the standard template
Published August 14th, 2025 by Daniel White
This article applies to Enterprise Service Management 9.0 Update 1 and higher. Introduction In License Management there is an option to import purchased licenses using a standard template. The template can be downloaded on the second page of the Import License Inventory wizard. Save the file locally and open it with Microsoft Excel. Template colum
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
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
New Management Area
Published September 14th, 2025 by Daniel White
Overview New Management Area automatically generates all required user interfaces based on the basic schema of the system. New Management Area includes such components as Preview, Dialog, Navigation Item, Data Query, Dataset View, and allows configuring Audience. New Management Area is available as a: next step after New Configuration Item has been
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
Identity Provider Integration I: MyWorkspace
Published September 7th, 2025 by Daniel White
My Workspace For the SAML2 usage with MyWorkspace you’ll need to configure your Tenant in a few clicks. Search and add Silverback application Login to MyWorkspace as an administrator Navigate to Administration Select Applications Click on the + Symbol on the right bottom Search for Silverback (depending on your purpose) and select it Configure Appl
M42 Patch supported Products for Windows
Published November 20th, 2025 by Daniel White
Matrix42 does not include Microsoft products in the content catalogs for Patch for MEM If you are interested in content Info for Patch for MEM? Here you can follow the Community and receive email notifications for any information Download as Excel file Vendor Product 7-Zip 7-Zip 8x8, Inc 8x8 Work Desktop Acro Software CutePDF Writer AdoptOpenJDK
Build & Deploy a Configuration Package with Azure DevOps Pipeline
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to use Matrix42 DevOps Services to build and deploy a Enterprise Service Management Platform Extension from an Azure DevOps Pipeline. Prerequisites A Matrix42 Cloud Account. (https://accounts.matrix42.com) An Azure DevOps Repository containing the source files of a Enterprise Service Management Platform Configurat
How to resign your Release in case of a revoked Matrix42 Developer Identity
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to publish an existing Release again after it got removed from the Matrix42 Extension Gallery because the Matrix42 Developer Identity used to sign it got revoked. Issue a new Developer Identity Since the old Matrix42 Developer Identity has been revoked and can no longer be used you should issue a new one for futur
Setup development environment for SolutionBuilder based applications
Published August 24th, 2025 by Daniel White
Goal After completing this how-to you will have the development environment ready for building SolutionBuilder based applications Installing prerequisites First of all, the latest released version must be downloaded from the marketplace. Before you install SolutionBuilder platform, please perform the following steps: Install Microsoft SQL Server and
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
Object model for License Management
Published August 13th, 2025 by Daniel White
Summary This document provides high level information about object model in License Management. License Management Green = License Management Yellow = Contract Management Red = Asset Management Gray = Master Data
Set and configure Time Zones for Apple devices
Published September 20th, 2025 by Daniel White
Overview Starting with version 24.0, Silverback offers several different ways to change the time zone on your managed devices or to define which time zone should be set on all Apple platforms. Firstly, iOS, iPadOS and Apple TV offer the ability for supervised devices to remotely set the time zone with a one-time command. The alternative option is to
Matrix42 FastViewer
Published September 8th, 2025 by Daniel White
FastViewer Remote Control Overview FastViewer lets users view and participate in presentations, meetings and training courses online – all in a secure and easy-to-use environment. With FastViewer, presenting the content of PC desktop to anything up to 1,000 participants is child’s play. In addition to desktop sharing, users can also see other partic
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
Dialog
Published September 13th, 2025 by Daniel White
Overview A Dialog in Solution Builder is a special kind of Layout that describes the appearance and the behavior of the form for creating and modifying Objects. In general, the properties and principles of the Dialog are very common to Preview Layout, except for the purpose of Layouts. Whereas the Preview shows Object details in read-only mode alway
Object Picker
Published September 12th, 2025 by Daniel White
Overview An Object Picker is a control that looks like an ordinary field in run time and allows you to locate and select a single object. There are several types of controls that allow you to locate and select object(s) in Solution Builder, for example: Object Picker: allows you to locate and select an object; Hierarchical Picker: allows you to sele
Hotfix Overview
Published September 20th, 2025 by Daniel White
General Information This article shows the latest hotfix releases with the corresponding solutions, improvements and, if available, new features with the corresponding release date. Please note that a Silverback hotfix is a fully and standalone version which can be installed without intermediate versions. So if you are coming e.g from release 22.0.0
What can I do if Workflows can not be chosen in Compliance Rule or Engine Activation if I have the new Worker Technology enabled and licensed?
Published August 28th, 2025 by Daniel White
What can I do if Workflows can not be chosen in Compliance Rule or Engine Activation if I have the new Worker Technology enabled and licensed? Ensure that system runs on 10.0.2.3058 or higher and check if the Worker Service is running in Windows Processes. If you require further assistance, please get in touch with your Matrix42 Professional Servi
Empirum 20.0 - Installation Manual
Published December 24th, 2025 by Daniel White
About Matrix42 Workplace Management With Matrix42 Empirum, all networked devices and corporate software assets can be administrated efficiently and made available from a central management console. The modular structure of the software suite is completely database-based and allows for the intuitive handling of all functionalities; this way, it is po
License requirement rules in examples
Published August 14th, 2025 by Daniel White
This article applies to Matrix42 Enterprise Service Management version 10.0.1 and higher. Overview This article explains how you can use license requirement rules to automatically create or update license requirements and thus influence license compliance. For a step-by-step guide on how to create license requirement rules, refer to How to add lic
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
Server Migration FAQ
Published July 19th, 2025 by Daniel White
Overview This page provides useful information and common steps that are referenced in the Server Migration Guide. How to Determine Which Databases Are Used by ESMP Installation Databases The following settings are stored in the <ROOT>\bin\sps.config configuration file: Main Database <update4u.SPS.DataLayer databaseConnectString="data so
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
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
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
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
Installation Guide IV: LDAP Connection
Published September 2nd, 2025 by Daniel White
Connect your Active Directory Login as Settings Administrator to your Silverback Management Console Navigate to LDAP By default, Silverback is configured for userPrincialName Change, if desired to sAMAccountName Enter your LDAP Server: e.g. dc01.imagoverum.com Change the LDAP Port if needed (Default 389) Change the LDAP Type if needed (Default AD) E
macOS Guide IV: Create a Tag and assign it
Published September 3rd, 2025 by Daniel White
Create a Tag Please refer to our Management Guide Part III: Tags for further information. In this Guide we will create a random Tag and assign it to your first device. Open your Silverback Management Console (e.g https://silverback.imagoverum.com/admin) Login as an Administrator Navigate to Tags Click New Tag Enter a friendly name (required) Ente
Azure SQL Managed Instance Support
Published September 15th, 2025 by Daniel White
Overview Azure SQL Managed Instance is a scalable cloud database service that allows managing SQL databases of more than one ESMP instance using a single SQL Server instance thus reducing the licensing costs while keeping the complete isolation of customer data. Azure SQL Managed Instance is a SQL Server hosted in the Azure Cloud by Microsoft. Addi
Will an update switch all workflows to be executed by the new Worker Technology automatically?
Published August 28th, 2025 by Daniel White
Will an update switch all workflows to be executed by the new Worker Technology automatically? No. Matrix42 will not change the AppFabric-based Workflow Engine to use the new Worker Technology instead automatically. A license is needed to enable the new Worker Technology. If this license is not present, the system will not change any behavior and c
Getting Started
Published September 15th, 2025 by Daniel White
This guide provides an overview of product features and related technologies. In addition, it contains recommendations on best practices, tutorials for getting started, and troubleshooting information for common situations. Overview Please apply to the course "R&D - Communities of Practice - SolutionBuilder" at Matrix42 Campus and watch introduc
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
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
Release Notes 21.0
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 21.0 Setup can be used: to perform a new installation. to perform an update based on the version En
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
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
Manage Workflow Configurations
Published August 26th, 2025 by Daniel White
Overview The Workflow Configurations search page lists all the available workflow configurations and provides the search criteria - Name and Integration Context - for filtering them. Click the name of the column, e.g. Integration Context or Name, to filter the grid by this column, A-Z; click it again to filter the grid by this column Z-A. The grid l
Layout Designer
Published July 20th, 2025 by Daniel White
Learn how to use the Layout Designer, a tool for editing Layout Templates; components and basic principles overview. Overview A template is a web application page that has a particular layout, similar design, and filled with data according to a pre-defined pattern.Any template can be represented in a number of familiar to us forms and pages of any t
Supported languages for patch data
Published November 20th, 2025 by Daniel White
Third Party Product Shavlik XML Data Applicable to Multiple Languages Additional Comments Shavlik SCUPDates Data Applicable to Multiple Languages Additional Comments Adobe Acrobat Yes Version10 – Supported Languages: Tier 1: English, French, German, JapaneseVersion 9 – Supported Languages:English, French, German, Japanese, Spanish,Italian, Dutch, Br
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
Patch Catalog Log Files
Published November 20th, 2025 by Daniel White
All log files of the Matrix42 Patch Catalog for SCCM can be found in the user directory under: "C:\Users\{currentuser}\Matrix42\Matrix42 Patch Catalog for SCCM\" This directory contains the log files and all files required by the add-on for SCCM, including the complete catalog, the configuration file (Matrix42 Patch Catalog for SCCM.config) and the
Release Notes Silverback 25.4
Published August 30th, 2025 by Daniel White
About This Release Matrix42 Silverback 25.4 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. For a quick overview of the most important enhancements in this release, take a look at our
Auto Update Flow Diagram
Published January 4th, 2026 by Daniel White
User Interface Personalization
Published July 20th, 2025 by Daniel White
Overview This page lists a set of elements and Application areas that can be personalized by the user. The applied changes are visible only for the current user and do not affect the user interface of others unless these changes are intentionally applied by the system Administrator in the corresponding areas of the application. Grid columns and sort
URL exception list
Published November 20th, 2025 by Daniel White
Make sure that these web addresses required by the Matrix42 patch catalog are accessible through firewalls, proxies, or web filters: Only the download of the patch catalog requires the following entries: As of 01/09/2018 xml.shavlik.com 204.51.149.2 204.51.149.3 204.51.149.4 204.51.149.5 204.51.149.6 content.ivanti.com 54.230.7.236 54.230.7.80 54.23
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
Manage compliance with 'concurrent use' license mode
Published August 13th, 2025 by Daniel White
Introduction Some products are licensed according to 'concurrent use' by users or devices. This means, that a license is required only during the time of using the software. As soon as the corresponding application is terminated, the used license is freed and available for the use of someone else. With this licensing principle, multiple users can sh
Authorization/Permissions
Published November 18th, 2025 by Daniel White
Applies for EMv6 & EMv7. Overview The "Authorization" section is divided into three sections: "Permission Wizard", "Permission Overview" and "User Requests". Permission Wizard The Permission Wizard can be used to grant users and teams permissions for resources (roles, computer groups and locations). In a first step, you must select at least one
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:
Create your first Сontrol as a Community Extension
Published August 28th, 2025 by Daniel White
Overview The default installation of the DWP provides a large variety of Сontrol Descriptors that can be adjusted and used on any type of Layout. However, you might need some extra control that is specific to your domain or fulfills your particular business needs. For instance, these might be a visual control used for the landing pages, like organiz
Public API reference documentation overview
Published August 26th, 2025 by Daniel White
A list of available REST API services. Endpoints, methods and required parameters overview. This section lists currently available Public API services and provides detailed documentation of the API services integration. Public APIs are located in the Administration application → Web Services menu → Public API page: Public API page lists available pu
Literals
Published September 10th, 2025 by Daniel White
Overview There are two types of Literals: simple Literals and Links. Simple Literals work with simple types, such as text, currency, HTML, time, Boolean true or false value, etc. You can view data in Literals but cannot modify it. Literals are used mostly in Previews. Use mapped Text Boxes (e.g. in dialogs) together with Watchable Text Literals (in
DevOps Portal: ESMP Extensions
Published August 28th, 2025 by Daniel White
The Matrix42 DevOps Portal provides developers and operational services functionality to support building, testing, publishing, and deploying of Enterprise Service Management Platform Extensions (Configuration Packages). Developers, administrators, and everyone involved in the product lifecycle can collaborate and contribute using these cloud servic
License Models for Microsoft Windows Server
Published August 14th, 2025 by Daniel White
Introduction Over the last couple of years, Microsoft Windows Server licensing has undergone many changes and adjustments. The different license models provided through License Intelligence Service (LIS) reflect these changes with a dedicated license model for each state. The question, which license model is the right one for your license compliance
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
Release Notes Silverback 23.0 Update 3
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 23.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to get a short overvi
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
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
FastViewer extension for ESMP - Multi Monitor Handling
Published July 4th, 2025 by Daniel White
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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 • • • •
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.
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
Compliance Rules
Published July 20th, 2025 by Daniel White
Compliance rules define how Matrix42 Workspace Management reacts to specific data changes, such as sending alerts, creating tasks, starting Workflow, or changing data. Overview Compliance rules define how Matrix42 Workspace Management reacts to specific data changes, such as sending alerts, creating tasks, starting Workflow, or changing data. When t
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
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
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.
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
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
Service Bus I: RabbitMQ
Published August 29th, 2025 by Daniel White
About this document This document describes the first steps needed for successfully deploying RabbitMQ as a message broker. Please also review the alternative Microsoft Azure Service Bus which is provided as a cloud service and does not require any local implementation. For a more in-depth guide on configuring the RabbitMQ Server, please refer to th
Matrix42 Workflow Studio: Service Catalog Activities
Published September 16th, 2025 by Daniel White
Fail Provisioning Terminates a provisioning workflow and sets the related service booking to the Provisioning Failed status. Repository category: Service Catalog Properties: Name Description Service Booking ID Unique number of the service booking object (Expression-ObjectID). Display Name Understandable name of the activity. Get Order Data Retrieves
Policies Guide Part I: Create a Policy
Published September 5th, 2025 by Daniel White
Overview Policies are designed for the Android Enterprise device management with the Android Management API and the creation button will be visible in the Management Console after the integration of the Android Management. The Android Management API (AMAPI) is a policy and cloud-based management where devices communicate directly with the built-in A
Mail Gateway Integration I: Prerequisites
Published September 7th, 2025 by Daniel White
Roles and Features Windows Server 2019 Windows Server 2016 Windows Server 2012 Server Roles Web Server (IIS) Web Server (IIS) Web Server (IIS) Features .NET Framework 3.5 Features NET Framework 3.5 (includes .Net 2.0 and 3.0) HTTP Activation Non-HTTP Activation .NET Framework 4.5 Features ASP.NET 4.5 Windows PowerShell Windows PowerShell 2.0 Engin
Layout Grid
Published September 10th, 2025 by Daniel White
Overview The Layout Grid control allows you to easily create versatile, flexible, and adjustable layouts for your applications, without any limitations. The inner structure based on cells supported by the Layout Grid control allows you to create multi-level structures for your layouts - Tiles, Lists, Dialogs, etc. - that are easily scaled to fit the
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
Silversync Update II: Standalone Uninstallation
Published September 9th, 2025 by Daniel White
Uninstall Software This guide is designed for Silversync updates when Silversync runs on a dedicated standalone server Stop Services Press the Windows Server Icon Enter Services Press Enter and Open Services Right-Click Matrix42 Universal Agent Framework Press Stop Right-Click Silversync Service Press Stop Open an administrative PowerShell and run
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 &
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
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
How to Customize Layouts in ESMP?
Published August 28th, 2025 by Daniel White
Overview ESMP is a low-code Platform that allows the creation of new powerful business applications in the UUX and the customization of the applications delivered out-of-the-box or with any other extensions. The ESMP provides two alternative approaches for changing the behavior of the standard layouts, such as the “customizing” layouts and “cloning”
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:
Windows 10/11 Guide I: Basics
Published September 3rd, 2025 by Daniel White
Before you Start On-Premise Customers: When your have successfully accomplished Silverback Installation and Configuration Guide Proceed with Windows 10/11 Guide II: Connect a device Or proceed temporarily with local users Cloud Customers: (optional) Connect first your Active Directory and other services with the following Guide: Silverback Installa
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 .
Is there any difference in support for Extensions that require a license and those not?
Published August 28th, 2025 by Daniel White
Extensions marked as 'Matrix42' Release are of course directly supported by the Matrix42 AG. Those marked as 'Certified Partner' Release are supported by the Matrix42 AG and the partner who did publish the Extension. Extensions published by the Matrix42 AG which are marked as 'Community' Release are not supported by the Matrix42 AG. For more details
HOW-TO: Create an Action for Quick Import Definition
Published September 9th, 2025 by Daniel White
Overview All Import Definitions, including Quick Import Definitions, are available only for Administrators in Administration application → Integration → Import Definitions navigation item. At the same time, Quick Import Definitions can be enabled for other employees using another application via Action configuration. To add a Quick Import Definiti
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
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
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
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
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
FastViewer extension for ESMP via Asset Management - Powershell
Published July 4th, 2025 by Daniel White
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Email settings: Gmail Configuration for Google Workspace Service Connection
Published September 17th, 2025 by Daniel White
Overview This page provides a step-by-step guide on how to configure email sending in Administration application via Google Workspace, involving modern authentication (OAuth 2.0) and Service Connections. This configuration is available starting from ESMP v.11.0.1 or higher. Email configuration belongs to the basic settings of the ESMP, therefore n
Methods in Calculated Fields
Published September 12th, 2025 by Daniel White
Overview This page lists some examples and methods that can be used in the Calculated Fields of the Layout Designer. Calculated property configuration has 2 modes: Assign Model: allows assigning the value of the calculated property from any other property that you can select from the Data Model; Advanced Mode: allows adding related Data Model proper
Configure automatic HTTP redirect to UUX
Published July 19th, 2025 by Daniel White
Overview This article describes how to configure automatic redirect using HTTP Redirect to your web application via IIS manager. After completing the following steps, an end user will be automatically redirected to UUX by opening application hostname. How to configure automatic HTTP redirect to UUX Open IIS manager > HTTP Redirect; Fill the page
Manage Workflow Assemblies
Published August 26th, 2025 by Daniel White
Configuration Item "Workflow Assembly Library" The Workflow Assembly Library properties dialog allows you to register new assemblies and manage existing ones. To open it, go to Administration > Services & Processes > Workflows > Manage Assemblies under Quick Starts. Actions Edit Click Edit in the action pane of the Workflow Assembly Lib
How to install and configure Matrix42 Extensions Publishing Tools for Azure DevOps
Published August 28th, 2025 by Daniel White
This is a step-by-step guide to installing and configuring Matrix42 Extensions Publishing Tools for Azure DevOps. Prerequisites A Matrix42 Cloud Account. (https://accounts.matrix42.com) A Personal Access Token generated for the Matrix42 Cloud Account (https://accounts.matrix42.com/my/account) An Azure DevOps Organization and privileges to install ex
FAQ
Published January 2nd, 2026 by Daniel White
Question: I have assigned the Windows Installation package (or any other package) after the successful import and variable declaration, and activated the client, but the package does not start and the operating system is not installed. Answer: Make sure that the option "Ready to install" is activated for the Windows installation package (or any othe
How to improve display of AD groups
Published August 14th, 2025 by Daniel White
Before In case that you work with Active Directory Groups in License Management to automate creation of license requirements you may want to have more information about the available groups. The standard layout for AD Group listings displays basically only the group's name: After What you may appreciate is additional information about domain and num
Settings relevant for creation of license requirements
Published August 13th, 2025 by Daniel White
There is a number of settings that influence the license entitlement and must be configured for the entitlement to run smoothly. Settings for software products Status The system automatically creates license requirement only for software products whose status is included in the Software Product Status Values Relevant for License Compliance setting.
Mail Gateway Integration II: SSL Certificate, Binding and Config
Published September 8th, 2025 by Daniel White
Import SSL Certificate Login as Administrator to your Mail Gateway Server Import the SSL Certificate to your machine Double click on your Certificate File (*.pfx) Select as Store Location Local Machine Process with Next Click Next Enter your certificate password Click Next Select Place all certificate in the following store Click Browse Ensure that
FastViewer extension for ESMP via Service Desk - Service Request
Published July 4th, 2025 by Daniel White
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EgoSecure Agent I: Windows
Published September 8th, 2025 by Daniel White
Distribute EgoSecure Agent With the power of Matrix42 Secure Unified Endpoint Management, you can benefit from combining the capabilities of a modern enterprise mobility management solution with all the capabilities that EgoSecure Data Protection provides on your Windows device fleet. Within this guide, we will configure and generate a *.msi package
Configuration Packaging
Published September 15th, 2025 by Daniel White
Overview Enterprise Service Management Platform is a low-code development platform (LCDP) that provides development capabilities where multiple users can work on various projects and create application software through graphical user interfaces with Configuration Packaging technology. Configuration Package is an extension from Matrix42 that automat
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
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
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 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
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
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
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
OAuth Support for native Mail on Apple devices
Published September 20th, 2025 by Daniel White
Overview Starting with iOS 12 and macOS 10.14, Apple has added OAuth 2.0 support for Exchange ActiveSync accounts that can be deployed through an Enterprise Mobility Management. For iOS, iPadOS, and macOS, the OAuth checkbox is part of the Exchange ActiveSync Settings, meaning that you can deploy a native email account to your iOS, iPadOS , and macO
HowTo: Configuration of Microsoft Entra ID with MyWorkspace
Published August 27th, 2025 by Daniel White
Matrix42 Software Asset and Service Management system integration with Microsoft Entra ID. Overview This Guideline will enable you to setup anything necessary in Enterprise Service Management (ESM) to let your end users login to Self-Service with an Microsoft Entra ID User. Supported Authentication Protocols for Identity Providers: SAML2 IMPORTANT:
User Overview
Published September 14th, 2025 by Daniel White
Overview User Overview report provides administrators with a detailed overview of the user's details and their associated permissions within the Enterprise Service Management applications Key metrics and tracked data The report is available in the Administration application → Reports → User Overview and has the key metrics and visualizations as desc
Android Enterprise VII: Knox Service Plugin
Published September 6th, 2025 by Daniel White
OEM Configuration Overview OEM Configuration is a new feature or a new paradigm of how the management of Android devices will evolve in the future. When we look back to the history of the Android Management it offered a set of useful and enterprise ready controls and all manufacturers needed to find their own enterprise strategies and thus, their ow
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,
Release Notes Silverback 23.0 Update 2
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 23.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Build Information Download: Marketplace Initial Build Version: 23.0.2.50 Knowledgeb
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
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
License edit form
Published August 14th, 2025 by Daniel White
Overview You can manage your licenses in the Licenses application under the Purchased Licenses navigation item. Licenses can be imported to the system or created manually by using the Add License action. If you create a license manually, it is important to select the appropriate type of license. Validation of a license, its compliance status, and ma
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
Introduction
Published January 2nd, 2026 by Daniel White
A Matrix42 Pre OS package essentially consists of a Power Shell script that is executed at the runtime of the Win PE Agent during OS deployment via Win PE. The Matrix42 Pre OS package can contain other mass data in addition to this Power Shell script, such as application files that can be called during script execution. A Matrix42 Pre OS package mus
CVE-2022-3602: OpenSSL X.509 Email Address 4-byte Buffer Overflow
Published June 11th, 2025 by Daniel White
Overview CVE CVE-2022-3602 CWE CWE-120 - Buffer Copy without Checking Size of Input ('Classic Buffer Overflow') CVSS v3.x 9.8 - Critical In this article we would like to inform you about the critical vulnerability in the widely used cryptography library OpenSSL and its use in Matrix42 products. OpenSSL is used to allow secure communication over the
License Models for Microsoft SQL Server
Published August 14th, 2025 by Daniel White
Introduction Over the last couple of years, Microsoft SQL Server licensing has undergone many changes and adjustments. The different license models provided through License Intelligence Service (LIS) reflect these changes with a dedicated license model for each state. The question, which license model is the right one for your license compliance dep
Why action "Set Execution Engine" shows that my Workflow runs on "Workers" when in Preview it is still "AppFabric"?
Published August 28th, 2025 by Daniel White
Why does the action "Set Execution Engine" show that my Workflow runs on "Workers" when in Preview it is still "AppFabric"? Some Users may be confused that Preview for workflow shows that new instances start on "AppFabric", but the action "Set Execution Engine" shows "Matrix42 Workers". In reality, the action "Set Execution Engine" always pre-fills
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
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
Empirum 20.0 - System Requirements
Published December 24th, 2025 by Daniel White
Preface The system requirements below are the minimum requirements for a Matrix42 Empirum v20.0 installation. Since each customer has individual requirements regarding the number of clients, the work processes and infrastructure, these standard requirements should be deemed guidelines to be used for customer-specific implementation concepts. Require
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
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
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
Info page
Published January 4th, 2026 by Daniel White
The information page displays the version in use and allows to change the diplay language.
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. Please make sure to request this subscription (account manager, partner) as it is no
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
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
Matrix42 Worker Engine
Published September 16th, 2025 by Daniel White
Overview Workflow Engine is a special module of the Workspace Management application which is responsible for managing the execution of workflows and handling such tasks as starting, resuming, terminating Workflows, monitoring, and persisting the Workflow instance state. The Workspace Management application supports two alternative implementations o
Applications
Published July 19th, 2025 by Daniel White
Overview An Application is a part of software built to fulfill a particular purpose for the user. The Solution Builder, for example, being an application itself, allows users to create applications of their own without or with minor coding involved. The screenshot below shows the Service Desk application built with the help of the Solution Builder:
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
Auto Update Flow Diagram
Published January 4th, 2026 by Daniel White
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
Non Visual Controls: Dialog Manager
Published September 11th, 2025 by Daniel White
Dialog Manager control settings and usage examples: handling the behavior of the non-visual elements of a Dialog layout Overview A Dialog Manager combines several options intended for handling the behavior of the non-visual elements of a Dialog layout, among them: hide views: define display conditions for specific tabs of the dialog; manage data up
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
Set Retention Period and Enable or Disable Additional Logs
Published September 20th, 2025 by Daniel White
Overview Logging is always an important part of troubleshooting and traceability and by default, Silverback keeps most of the log entries in the database indefinitely, to ensure that you by default miss not an event that is probably some time ago. At the same time, however, sooner or later it inevitably comes down to a large database and this articl
LIS Premium credit system
Published August 14th, 2025 by Daniel White
Overview The "Premium" variant of the License Intelligence Service (LIS) provides extended services for a flat rate. This makes it easier for customers to calculate costs and simplifies subscription management. However, in order to ensure a fair distribution of the available resources, the services are contingent in terms of quantity per customer.
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
Users
Published September 6th, 2025 by Daniel White
Users Management Navigate to Users, there is a list of all existing local device users within Silverback. The overview provides the following: Detail Description ID ID of the local device user Username Username of the local device user Email Email Address of the local device user Devices Number of devices the local device user has associated. Status
Renew your Issuing CA Certificate
Published September 20th, 2025 by Daniel White
Overview If you have configured a certificate deployment for Windows 10/11 devices, you may reach the point or date when your Issuing CA certificate will expire, and failure to renew this certificate will result in failures when deploying certificates to your Windows devices. You will receive a warning in the Silverback Management Console when the e
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
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
Entra ID Integration VI: App Protection Policies
Published September 6th, 2025 by Daniel White
App Protection Policies App protection policies are rules which will help to increase the security for your organization's data, even when the devices are not managed with Silverback. The app protection policies are part of the Microsoft Framework integrated within the Graph API and can be configured through Silverback to extend your current and exi
Provision of operating system drivers
Published January 2nd, 2026 by Daniel White
The following chapter first describes the concept of operating system driver integration. It then describes how to obtain the necessary information using the Matrix42 Pre OS package Hardware Info and how to integrate the information and drivers using the Matrix42 Driver Wizard. Concept Before we move on to deploying the operating system drivers, we
Entra ID Integration IV: Microsoft Entra Join
Published September 6th, 2025 by Daniel White
Microsoft Entra Join Overview In comparison to Windows Autopilot, the Microsoft Entra join can be performed from the out-of-the-box experience and additionally from the Settings application for already used devices. Microsoft Entra join allows a very simple and convenient enrollment mechanism for devices and without any interaction of the IT departm
Pickup Data Definition
Published September 14th, 2025 by Daniel White
Overview A Pickup is a commonly used Data Definition type. Pickup is actually a table that acts as a list of options, for instance, a Pickup with a list of statuses for incidents, orders, etc. All Pickups are available in Administration application → Schema → Data Definition → Pickups: Pickups are available from the Data Definition navigation item a
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
Real Time Monitoring and Controlling
Published January 5th, 2026 by Daniel White
Feature With remote monitoring capabilities, you can easily observe and track UEM Depot Management Sync Jobs, ensuring seamless coordination between the main server and local servers. The intuitive user interface offers convenient filtering and sorting options, enabling efficient management of jobs. One of the key benefits is the status feedback of
Apple Deployment Programs I: Sign up
Published September 6th, 2025 by Daniel White
Sign up for Apple Business or School Manager Before you start with enrolling your organization, please take into account that the following described steps may change in the future. As best practise, please read the Apple Business Manager User Guide or the Apple School Manager User Guide and follow the signup process for Apple Business Manager or Ap
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
Silversync Update I: Hybrid Setup Uninstallation
Published September 9th, 2025 by Daniel White
Before you Start This guide is designed for a Silverback Hybrid Setup, where Silverback and Silversync are located on the same machine. In this case you usually update Silverback and Silversync together. Please start with the Silverback Update I:Preparation guide to ensure you will have a fallback scenario. After backups etc. are processed, please p
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
Dataset View
Published September 13th, 2025 by Daniel White
Overview A dataset view is a Solution Builder object which allows users to create search pages for specific data that can be represented as Grid, List, Tile, Board or Calendar. Dataset Views are configured in Administration application → User Interface → Layouts → Dataset Views. The screenshot below shows a sample Dataset View configuration which a
Search in UUX
Published July 20th, 2025 by Daniel White
Overview This page describes the provided by default search options of the Matrix42 platform and outlines their configuration. Global Search The Global Search is placed in the easy-to-reach header part of the website, next to the application's icon: Classic look New look The New look design allows for the integration of the Hamlet AI Search Engine 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
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
Engines
Published July 20th, 2025 by Daniel White
Configuring background processes with Engines. Overview When you want to call some background process from Workspace Management, you have the possibility to do so using Engines. Engines Configuration First of all, you need to register Engine in Administration → Services & Processes → Engines. You need to specify a set of parameters: Host: choose
Skipping Schema Scripts
Published September 14th, 2025 by Daniel White
Overview Skipping Schema Scripts mechanism avoids redundant processing, for example, skipping script execution if the same script has already been run, and thus prevents errors during system updates. It is based on the same approach disregarding the product type (a standard system update or installation of an Extension), it is run at any update phas
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
ASQL
Published July 20th, 2025 by Daniel White
Querying database with Matrix42 query language ASQL: basic approach and important functions. Introduction This document provides an introduction to the Matrix42 query language ASQL and covers the most important functions in everyday use. Within the Matrix42 Matrix42 Enterprise, ASQL is used for defining: Column Definitions of Data Queries: Calcula
SolutionBuilder Architecture
Published July 19th, 2025 by Daniel White
Overview The Solution Builder is a module for building Web Applications based on the Matrix42 UUX platform using a declarative approach. The whole application designed with the Solution Builder at the end is just a set of metadata stored in a database that could be easily extracted to a collection of Schema Script files and be easily moved to anothe
Silverback Update I: Preparation
Published September 9th, 2025 by Daniel White
Overview This guide covers the upgrade process for Silverback. Silverback versions can be installed over a newer one. It is not necessary, for example, to perform intermediate steps when updating e.g. from Silverback 20.0 Update 3 to Silverback 21.0 Update 2 . Each Silverback version can be considered as a standalone version, as it contains the full
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
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 • • • •
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
Replace SSL Certificate
Published September 20th, 2025 by Daniel White
Overview Silverback leverages device management protocols that require an established trust relationship between devices and the server. This allows the server to securely provision and manage your fleet of mobile devices. As an on-premises customer, you have during the initial setup of Silverback, already ordered a valid SSL certificate and stored
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
Layout Data Model Designer
Published September 12th, 2025 by Daniel White
Overview The Data Modeler is a special area of Layout Designer for describing the Layout Data Model. Data Model is a unified set of various data which are required for the Layout rendering and execution. The whole Data Model represents the collection of Data Sources, each of them is a portion of data obtained from one single source (e.g. from Web Se
Simplified Navigation
Published September 13th, 2025 by Daniel White
Using standard or simplified navigation in the Application. What are the benefits of simplified navigation? The simplified navigation option uses the mega-menu navigation design concept which is broadly used on modern e-commerce sites. In this type of navigation expandable menus are displayed using a two-dimensional dropdown layout. Using simplified
Deleting and Restoring Extensions & Releases
Published August 28th, 2025 by Daniel White
When you delete an Extension or Release inside the Matrix42 DevOps Portal you will be asked if you want to delete the resource permanently. Permanent deletions are completely removed from the system and cannot be recovered. When deleting a resource you will have the option to delete it permanently. The Recycle Bin All Extensions and Releases that we
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
Release Notes for Generic Inventory Data Provider
Published August 16th, 2025 by Daniel White
GENERIC INVENTORY DATA PROVIDER 1.32.36.4 Fixed problem PRB39251: Intune Integration Data Provider - Import failed during running post-import services - Table 0 cannot be found GENERIC INVENTORY DATA PROVIDER 1.32.35.1 Fixed problems PRB39143: Generic Inventory Data Provider requires matching handler for network cards PRB39139: Generic Inventory Dat
Create Custom Delete Behavior
Published September 15th, 2025 by Daniel White
Summary By default the Delete Objects dialog doesn’t handle removing of custom mandatory references. For these situations a custom delete behavior can be used. Examples and guide to create a custom delete behavior are described below. Please use the enclosed samples solution, SQL scripts and update package as described to check these examples with t
Trend analysis for software products
Published August 14th, 2025 by Daniel White
Running the Trend Analysis action for a software product opens a report that shows the license usage rights for this software. The report is available only for software products that are included in reporting. You can filter the reported data by month. By default the report displays usage rights for the last three months.
Close a Change Request
Published August 26th, 2025 by Daniel White
Details Closes a Change Request or a list of specified Change Requests by setting their status to "Close". Request URL POST https://{server_name}/m42Services/api/change/close Headers For a list of available HTTP request headers see Web Services: REST API integration. POST body Element Description Type Required Change request related elements Object
Configuring Microsoft Entra ID / Microsoft 365 integration with ESMP
Published August 27th, 2025 by Daniel White
Overview Matrix42 Enterprise Service Management Platform (ESMP) provides a simple way to configure Microsoft Entra ID / Microsoft 365 integration. Depending on your needs you are able to choose from one of the supported scenarios: Import Users, Groups to ESMP Import Users, Groups to ESMP and Login with Microsoft Entra ID Prerequisites ESMP subscript
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
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
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
Devices Guide Part II: Managed
Published September 4th, 2025 by Daniel White
Overview Managed Devices provides a summary of al currently enrolled and managed devices and also gives ability to perform device actions. Navigate to Devices The Managed Device section will be opened by default The following actions are available on the Managed Device Overview page: View detailed device information Execute device management actions
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
Changing ownership of a license (transferring a license)
Published August 13th, 2025 by Daniel White
Introduction Every license that you have purchased and recorded in your license inventory has an ownership. This ownership defines which organizational unit, cost center and location own the license. Ownership can be used to grant access to the license for reading, updating or deleting. You may want to change the ownership of one particular license
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
E-mail Descriptor
Published September 14th, 2025 by Daniel White
Overview A Solution Builder object which keeps the declarative definition of the Email Template. Based on the Email Descriptor, depending on the values of the Email Descriptor Input parameters, the Email Engine generates the final Email Subject and Body. Description To manage E-mail Descriptors, open the Administration application and proceed to the
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
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
Build basic Fleet Management Application
Published August 24th, 2025 by Daniel White
Goal The article's goal is to demonstrate how the basic structure of the Fleet Management Application can be easily setup based on Data Model prepared in previous lesson "Define Fleet Management Data Model and Configuration Project ", and with action "New Management Area". In scope of the lesson, we create an Application and define sketches for Prev
Alternative Package Sources
Published January 4th, 2026 by Daniel White
Using alternative package sources, the agent can load the mass data for software packages from a special source. Currently Microsoft Azure Blob is supported. Loading Packages into Microsoft Azure Blob Container In preparation, the packages must be loaded into a cloud storage and the access data must be entered in the agent configuration. (See Matrix
Agentless discovery and inventory
Published August 13th, 2025 by Daniel White
Overview Matrix42 License Management uses data providers and the data gateway service to perform the agentless discovery and inventory. 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 specifics of these devices. The advantage of using d
Entra ID Integration II: Configure Silverback
Published September 6th, 2025 by Daniel White
Configure Silverback Open your Silverback Management Console Login as Administrator Navigate to Microsoft Entra Locate the Mobility and MDM section Activate the Enabled checkbox Now, copy your Directory ID to the Tenant ID field Add your Application ID Add your Application Key Click Save Confirm with OK Next Steps Add your device(s) to Windows Autop
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
Installing an Extension
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to install a Enterprise Service Management Platform Extension using the Matrix42 Extension Gallery. (https://extensions.matrix42.com) Connect your Enterprise Service Management Platform Environment Starting from the 10.0.2 release version, Matrix42 Extension Gallery can be accessed from the Administration applicat
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
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
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
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
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
LIS Service Levels
Published August 15th, 2025 by Daniel White
Overview Matrix42 License Management is one of the leading tools on the market for software asset management solutions. It helps companies to capture, manage and optimize their software licenses. One of the key routine tasks in dealing with the tool and the raw data that arises in operations is the identification and normalization of installed appli
Matrix42 Workflow Studio: Integration Activities
Published September 16th, 2025 by Daniel White
Overview Integration Activities repository category contains workflow activities that are used specifically for integrating with other systems. They retrieve data from integrated systems and provide the synchronization between Matrix42 Workspace Management and these systems. Activities for a Connector Package Matrix42 Workspace Management provides a
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
Empirum 23.0 Update 1 - Release and Update Notes
Published December 23rd, 2025 by Daniel White
About This Document This document describes functional changes, bug fixes, known issues, modified behaviors and changed platform support that have been added since the last update. Please find the installation files of this version on Matrix42 Marketplace. System requirements, integration guides and instructions for installation and update are avail
Tips and Troubleshooting
Published January 4th, 2026 by Daniel White
Changing the path to the local Agent directory The Agent template allows you to specify the path to the local Agent directory. If you change this value from its default %SystemDrive%\EmpirumAgent to something else, you have to restart the Agent (by stopping and starting the Windows service "Matrix42UAF") on the client once the new template has been
macOS I: Add Certification Authority and Assign Certificates
Published September 7th, 2025 by Daniel White
Identity Certificates without Active Directory Object This part shows how to generate certificates for devices without adding them in the corresponding user Active Directory User Object. Prerequisites Certification Authority Server needs the following configured roles Certification Authority Certification Authority and Silverback Server are joined t
Android Enterprise Recommended Devices
Published September 19th, 2025 by Daniel White
Question Where do I find a list of devices that support Android Enterprise Capabilities? Answer Follow to https://www.android.com/enterprise/devices/
What are the known issues with Workflow Worker in 10.0.2?
Published August 28th, 2025 by Daniel White
What are the known issues withWorkflow Worker in 10.0.2? New Workflows will be associated with the new engines even when there is no Workflow Worker license. After an update to 10.0.2, Workflow Studio was displaying a "misleading" message that confused users. They saw this message as a warning that Workflows will only work with the new Worker techn
Objects Data Service: Get Object data
Published August 26th, 2025 by Daniel White
Details Gets the whole Object with the specified Configuration Item name and object ID. The Service returns exclusively the data belonged to object (e.g. attributes, N:1 relations). Virtual attributes, like N:M or 0/1 to N relations are not returned and need to be obtained with the additional Web Service request. Request URL GET http(s)://{server_do
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
Export Data
Published September 9th, 2025 by Daniel White
Overview Available in the system data can be exported in a number of formats and for a single record, multiple entries or all data. Data can be downloaded by users who have access to Export action. For more information see How to Set Audience in Solution Builder page. Export Action Export data is a generic action available for most Configuration Ite
Resetting LIS data to Standard Service Level
Published August 15th, 2025 by Daniel White
Overview Customers with the Premium Service Level access to the LIS server have the ability to remove the Premium LIS data and reset the system to Standard Service Level. You can see whether Premium LIS data has been downloaded or not in the Update License Intelligence Service wizard and on the Settings preview in the Licenses application. If the da
Basic Information
Published January 2nd, 2026 by Daniel White
This manual first describes the prerequisites for the Matrix42 OS deployment based on Win PE. This is followed by detailed instructions on how to prepare and perform the deployment (also for different scenarios). Prerequisites Matrix42 Client Management (v21.0.3 or later). To use Win PE, a current .NET and a current Power Shell version (at least 5.1
Why my custom reports were removed after the system update and how to restore them?
Published August 28th, 2025 by Daniel White
Overview Custom Reports and their folder structure are removed during the Matrix42 update in case they are deployed only to the Report Server. To avoid Custom Reports removal by the system update, custom report files need to be always present on the Application Server. On this page, you may find how to properly structure the Custom Report files and
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
Setting notifications about expiring licenses
Published August 14th, 2025 by Daniel White
Overview Certain types of licenses have their validity periods. When these licenses expire, they can no longer be assigned to license requirements. By knowing about license's expiration in advance, you can arrange for purchases of new licenses or evaluate your current license consumption. To keep track of license expiration dates, you can set up not
Mail Gateway Integration XI: Enterprise Certificate Authentication
Published September 8th, 2025 by Daniel White
Requirements Accomplished Mail Gateway Integration Parts I - VI Create Enterprise Certificates The first step is to create or use a key pair with a private and public key. The certificate with the private key will be distributed via Silverback to your managed devices and the certificate with the public key must be stored on the server under the Trus
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
Use Case: Creating Dashboards with Chart controls
Published September 13th, 2025 by Daniel White
Overview Solution Builders provides a big variety of the Chart controls which can be easily integrated to any user Interface Layout, e.g. Landing Pages. Starting with ESMP v.12.1.0 the New Configurable Dashboards were introduced. Since then, non-technical users can configure interactive dashboards in an easy and fast way. See also, Managing Dashboar
Customization of the user interface
Published January 4th, 2026 by Daniel White
The colors can be adjusted in the file UI.json. A template of this file can be found in the folder %Programme%\Matrix42\UEM Agent\Customizing. The file is automatically made available to all clients by being stored in the user directory. Kiosk To apply the settings, click the "Update group memberships and software list" button in the kiosk settings
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.
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
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
Defining license requirements for software products
Published August 14th, 2025 by Daniel White
Overview Along with automatic creation of license requirements by the system, you can define license requirements manually. This is appropriate if there is no way to derive license requirements for a software product from installed applications, AD groups, remote usage or rules for license requirements. Please note that the system will not touch and
WPA Enterprise Settings for Apple and Android Enterprise
Published September 21st, 2025 by Daniel White
Overview With Silverback, you can create profiles with specific Wi-Fi settings for WPA, WPA2, and WPA3 Enterprise security standards, and then deploy these profiles to your managed devices. Silverback offers many features, including protocol level configurations, authentication options, proxy and trust settings. Before you start with the configurati
Concurrency Settings Overview
Published September 19th, 2025 by Daniel White
Summary In Silverback by Matrix42 version, it's possible to impose limits on the number of concurrent device connections. What this means is that once the concurrency limit is reached, any further devices attempting to connect will be told to disconnect. This allows you to control the load on the Silverback server while still allowing fast connectiv
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
Oracle Database Worksheet
Published August 13th, 2025 by Daniel White
Overview The Oracle Database Worksheet presents the information about all your inventoried Oracle database instances. If you have Oracle databases deployed, you should use Matrix42 Oracle Database and Datacenter Compliance add-on to inventory all servers, both physical and virtual, as well as hypervisors. This will enable you to proactively assess l
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
Uninstallation
Published July 19th, 2025 by Daniel White
Overview The uninstallation procedure is mostly automatic. You only need to manually delete the databases and some files in the installation folder. Uninstallation Process Log on to the application server. Click Start → Control Panel → Programs and Features. The programs that are installed on the application server are listed. Select and right-click
Customization of the user interface
Published January 4th, 2026 by Daniel White
The colors can be adjusted in the file UI.json. A template of this file can be found in the folder %Programme%\Matrix42\UEM Agent\Customizing. The file is automatically made available to all clients by being stored in the user directory. Kiosk To apply the settings, click the "Update group memberships and software list" button in the kiosk settings
Configure Proxy Server for ESMP outgoing requests
Published August 28th, 2025 by Daniel White
Goal One of the options to protect the internal network infrastructure is blocking outgoing network traffic with a firewall, and allowing outside connection only over a Proxy server that does whitelisting and security scanning. In such a situation some ESMP functionality, where the outgoing requests are used, can stop working. As an example, Data Pr
UEM Depot Management
Published January 4th, 2026 by Daniel White
General The new UEM Depot Management offers a new UEM Depot Sync based on the Matrix42 Universal Agent Framework. With this framework, synchronization can now be performed via SMB as well as via HTTP(S). We highly advise to uninstall the old Empirum Sync templates from any machine which is supposed to work with the new UEM Depot Sync. They will inte
License mobility with virtual machines
Published August 22nd, 2025 by Daniel White
Introduction The concept of "License Mobility" is a common license term defined by software publishers like Microsoft. It applies to virtualization scenarios when the relevant software is installed in virtual machines that move from one physical machine to another, but the physical server is the eligible target for licensing. Publisher's license ter
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
How to safely develop Customizations and Extensions for ESMP?
Published August 28th, 2025 by Daniel White
To ensure the best result and quality of the developed software components like extensions or customizations it is strongly recommended to split the process into stages and perform specific actions by those involved in each stage on the dedicated environments: Development: the extension or customization is initially developed on a development system
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
Prevent unenrollments and factory wipe
Published September 20th, 2025 by Daniel White
Overview We are often asked how to prevent unenrollments for managed devices as it is in some case necessary for admins to keep the device fleet managed and don't let users unenroll from the management system. In general, preventing unenrollments is designed for corporate owned devices as users on personal devices should always be free to unenrolled
Matrix42 Application Server Clustering
Published July 18th, 2025 by Daniel White
Overview Application clustering (or software clustering) is a technique to empower the entire system to distribute compute capabilities between two or more servers that altogether act as a single system. The software gets installed in each of the servers in the group, also known as cluster or farm. The created multi-server infrastructure is aimed to
Empirum 23.0 - Installation Manual
Published December 24th, 2025 by Daniel White
About Matrix42 Workplace Management With Matrix42 Empirum, all networked devices and corporate software assets can be administrated efficiently and made available from a central management console. The modular structure of the software suite is completely database-based and allows for the intuitive handling of all functionalities; this way, it is po
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
Licensing in cluster of hypervisors with automatic load balancing
Published August 13th, 2025 by Daniel White
This explanation applies to license models where assignment type is set to "device" (i.e. physical machine). If virtual machines run in a cluster with automatic load balancing, all eligible hosts should be licensed accordingly. It is common practice to restrict licensing to the actual hosts of the virtual machines if evidence for the mobility histor
FastViewer extension for ESMP - French Language Support
Published July 4th, 2025 by Daniel White
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Search Filters
Published September 14th, 2025 by Daniel White
Overview of Search Filters in Classic Look Search filters are the most flexible way to search through large amounts of data by creating and editing search conditions. This page is intended to explain the basics of the Matrix42 platform search filters and how any user who wants faster access to specific information can benefit from it. Any user of t
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
Product Hardening
Published December 24th, 2025 by Daniel White
This guide provides an overview of product features and related technologies. In addition, it contains recommendations on best practices, tutorials for getting started, and troubleshooting information for common situations. The goal of product hardening is to reduce the possibilities of exploiting vulnerabilities in order to be better protected agai
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
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
Entra ID Integration I: Configure Microsoft Entra ID
Published September 6th, 2025 by Daniel White
Configure Microsoft Entra ID The first part of the Microsoft Entra Integration is to create a specific Mobility (MDM and WIP) application in your Microsoft Entra ID. For Cloud Customers, the process starts already one step before as they are required first to validate their Silverback SaaS URL as a verified or trusted domain in their Microsoft Entra
Server Time and Date Format
Published September 20th, 2025 by Daniel White
Server Time and Date Format To ensure proper operation in your hosted environment, both Silverback and Silversync require English (United States) settings of your Windows Server for language, numbers and data format. The following guide describes the step by step verification of the necessary settings. If these settings are not set correctly, this 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
Unified Search Experience
Published September 14th, 2025 by Daniel White
Overview Unified Search Experience is a new control that replaces standard search and combines Global Search and inline search in the Dataset Views and grids in one search control. Every page in the Application contains a new search component Unified Search Experience control replaces Global Search from the application toolbar Unified Search Experie
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.
How to extend BiosUpdateTemplate package script
Published January 2nd, 2026 by Daniel White
Entry point of Install.ps1 is the function Main. There you can see a call of function Update Bios with manufacturer, model, and BIOS version of the current system as arguments. Within that function other manufacturer can be added as a case for the switch. switch($systemManufacturer.ToUpper()) { "DELL INC." { $exitCode = UpdateDellBios $systemModel $
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
Configuration
Published January 4th, 2026 by Daniel White
The UEM Depot Sync can be configured using variables in the collection MX42_UEM_DEPOT_MANAGEMENT. A detailed description of the variables can be found here. The sync jobs described below are supported. It is recommended that the Agent does not poll the depots too often, as this will increase the load on the system. It is recommended that you set an
Fragments Data Service: Delete Fragment Relation
Published August 26th, 2025 by Daniel White
Details Deletes the relation from Database defined by Data Definition name, fragment ID and Relation name. The operation is required for managing many-to-many relations. Request URL DELETE https://{server_domain}/m42Services/api/data/fragments/{ddname}/{fragmentid}/{relationname}/{relationfragmentid} URL Attributes Element Description Type Required
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
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
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
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
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
What should I do if the Workflow Execution Engine has been automatically changed to the new Worker Technology after saving a Workflow?
Published August 28th, 2025 by Daniel White
What should I do if the Workflow Execution Engine has been automatically changed to the new Worker Technology after saving a Workflow? This issue only occurs in case a valid, installed, and activatedlicense enabling the new Worker Technology like the Enterprise Service Management Platform (ESMP) license is installed. Having the capability to use t
Add Enterprise Apps to Managed Google Play
Published September 9th, 2025 by Daniel White
Add Enterprise Apps to Managed Google Play With Android Enterprise it's possible to host enterprise applications on Google's Content Delivery Network via the Google Play store. In this case you will benefit from the fast performance for deploying your enterprise apps and it won't impact the Silverback server performance, while at the same time kee
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
Why using Filter Expression is unsafe?
Published August 28th, 2025 by Daniel White
Filter Expression property is marked as unsafe in the Layout Designer if it is configured to directly refer to the Data Model value, for instance: You can ignore the "unsafe" warning and keep using the dynamic Filter Expression as is, however, this approach is not recommended as this option works only for Layouts accessible only by Administrators. F
Release Notes Silverback 21.0
Published September 1st, 2025 by Daniel White
About This Release Matrix42 Silverback 21.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Overview New Features Endpoint Security Features for Microsoft Defender Defender An
Configuration Item
Published July 20th, 2025 by Daniel White
Overview A Configuration Item (CI) represents the entities in the system. It is a structural unit that combines heterogeneous data into an object, treated as a single entity. CIs identify the components of the system and consist of the Data Definitions (DD) - independent building blocks that can be manually managed in the Administration application
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
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
Identity Provider Integration III: Google
Published September 7th, 2025 by Daniel White
Create your Custom App For the SAML2 usage with Google Accounts you’ll need to create your own custom SAML application. SAML2 authentication with Google Accounts is supported from Silverback Version 21.0 Update 1. Open your Google Admin Console Login with your super administrator account Click Apps in the middle frame Select Web and mobile apps
Release Notes for Microsoft 365 License Assignment
Published July 15th, 2025 by Daniel White
Microsoft 365 License Assignment 1.0.45.36 PRB39178: M365 License assignment Extension Import Error. 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.
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
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
Editor Window: Flow Chart
Published September 16th, 2025 by Daniel White
Overview The Editor window is the central component of the Workflow Studio where you define the properties of the workflow and edit the actual flow. To allow simultaneous editing of several object versions, the Editor window features a tab control, by which you select the object that you want to edit or switch to other opened objects. The Arguments
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
Charts details: performing multi-context actions
Published September 13th, 2025 by Daniel White
Overview Charts that are largely used in the Landing Page layouts allow users to drill down from general chart data to lists with object details as well as run a specific action for several objects at once. Chart details For chart details, click on the chart element. The page includes the chart element legend as the title of the drill-down view and
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
Object Relations Grid
Published September 12th, 2025 by Daniel White
Object Relations Grid settings and grid properties configuration examples. Goal This how-to explains the basics of the Object Relations Grid settings and provides examples of the properties configuration. Data type: object reference. The main purpose of the object relations grid type is to display data that is stored as a collection of relations of
How to fulfill the Software Prerequisites - Docker Desktop
Published August 26th, 2025 by Daniel White
Goal After completing this Installation Guide, your DWP Server Instance will fulfill the required Software Prerequisite "Docker Desktop" for the installation of the Extension Test Studio. Prerequisites You need to have Administrator access to the DWP Server The Server needs to run Windows Server 2022 and DWP Standard Support Version 10.1.1 or newer
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
Import Log Files
Published August 27th, 2025 by Daniel White
Overview Every import action performed in Matrix42 Workspace Management is logged automatically. Import definition logs can be accessed in the Administration workspace as follows: In the navigation area, click Import menu → Import Log Files. The pagelists all import logs where each record represents a single run of the import definition. Click an im
Push Notifications
Published July 19th, 2025 by Daniel White
Overview Push Notifications Center is designed to instantly inform you about important events like news, newly received emails, and other messages you would like to receive not only while actively working with ESMP. With Push Notifications, you will know all the latest events within the organization and will get in touch with your day-to-day activit
Renew your Exchange Enrollment Agent Certificate
Published September 20th, 2025 by Daniel White
Overview If you have configured a certificate deployment for Windows 10/11 devices, your Exchange Enrollment Agent certificate will most likely expire every 2 years, and failure to renew this certificate will result in failures when deploying certificates to your Windows devices. You will receive a warning in the Silverback Management Console when t
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
What are license models
Published August 13th, 2025 by Daniel White
Overview License models represent sets of rules according to which a software manufacturer grants the use of one or more copies of a software product. A license model provides the metric that is used to calculate the required quantity of usage rights. For desktop applications it will be one usage right per installation in most cases, but number of u
Validation of purchased license when saving changes
Published August 14th, 2025 by Daniel White
To successfully create a license of any type, you need to fill in the following fields on the General page: Description, Software Product, License Model, Quantity (or select the Unlimited checkbox). Purchase validation After saving, every license undergoes purchase validation. Therefore, you need to do one of the following: Provide order number and
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
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
How to implement new Business Logic
Published August 26th, 2025 by Daniel White
Goal How to implement new business logic under the umbrella of the Matrix42 Application Server PlatformThe SolutionBuilder offers two basic approach to introducing a new Business Logic on Application Server. Either introducing a new Workflow, or developing your own Web Service, and embedding it to Application Server Develop own Web Service The most
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
Examples of software suite consolidation
Published August 13th, 2025 by Daniel White
Introduction Consolidation of license requirements takes place when they should not be entitled by licenses due to the applied licensing rules. There are several types of consolidation. For details, please refer to What is consolidation of license requirements. Sometimes a license requirement falls under more than one type of consolidation. In thi
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
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
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
Role Overview
Published September 14th, 2025 by Daniel White
Overview Role Overview report provides administrators with a detailed overview of role configurations and their associated permissions within the Enterprise Service Management applications. The report shows data for the standard as well as custom-created roles in the system. Key metrics and tracked data The report is available in the Administration
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
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
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
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
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
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
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
Sign-Up & Password Recovery
Published July 19th, 2025 by Daniel White
Overview Learn how to activate the Sign-Up form to allow registering new user accounts in ESMP and how to recover password for the new accounts. Pre-requisites DWP Subscription 10.1.0 ESMP release version and above Enabled and configured E-mails in Global System Settings Sign-Up & Password Recovery Activation System Administrator can activate S
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
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.
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
Cloud Connector Guide I: Cloud Customers
Published September 2nd, 2025 by Daniel White
Cloud Connector Configuration This section describes the cloud connector configuration for a cloud customer scenario. The Cloud Connector ensures for the Silverback server to be located in a remote and network separated environment. With the Cloud Connector in place, Silverback can establish a direct communication only through the Cloud Connector to
Windows 10/11 All about Windows Autopilot
Published September 21st, 2025 by Daniel White
Overview Windows Autopilot is Microsoft's deployment program that uses a collection of technologies to fast setup and pre-configure new devices. In general, it is similar to Apple's Device Enrollment Program or the Knox Mobile Enrollment or Android Zero Touch for Samsung Knox and Android devices. Devices or device identifiers will be added to a clou
New Look Overview
Published July 20th, 2025 by Daniel White
Overview New Look is a new design of ESM that emphasizes simplicity, ease of use, and intuitive navigation. Its essential feature is minimalism as the New Look is designed to be simple and clean, with redesigned buttons, menus, and fewer visual distractions. At the same time, the functionality and a set of standard features and modules remain the sa
Repeater Control
Published September 12th, 2025 by Daniel White
Overview A Repeater Control is used to display a collection of data items in a repeated, consistent format, such as a list. It binds to a data source (an array) and renders each item based on the provided data. Unlike lists displayed by the Dataset Views, the Repeater Control is added as part of the layout along with other controls on the page. Repe
Release Notes Silverback 23.0
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 23.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements .NET Core Hosting Bundle Update With Silverback 20.0 Update 3, we in
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
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
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
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
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
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
Lost Mode for iOS and iPadOS devices
Published September 20th, 2025 by Daniel White
Overview This article describes the Lost Mode security measure for supervised iOS and iPadOS devices that can be used to secure and locate managed devices if they are lost or stolen. Activating Lost Mode on iOS or iPadOS completely locks the device to a screen that displays a message, a contact number, and a call button when the device is connected
Installation and login after reboot on Full disk encryption
Published January 4th, 2026 by Daniel White
During a pending reboot, the UEM agent checks whether "Disk Encryption" is installed on the client. If the prerequisites are fulfilled, it prepares the system to start with automatic login after the reboot to continue the installation. This process is repeated for each subsequent reboot requested by a package. At the end, the agent resets the system
Dealing with a discontinued LIS template for a software product
Published August 14th, 2025 by Daniel White
Introduction The License Intelligence Service (LIS) provides predefined software templates. After updating the LIS data in your system, software products are created automatically for new templates so that all known software products are available to be used for license compliance management. While ten-thousands of software products are constantly
FastViewer extension for ESMP via Asset Management - Desktop
Published July 4th, 2025 by Daniel White
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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
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
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
Dialog: Handling Concurrency Problem in Dialogs
Published September 13th, 2025 by Daniel White
Overview If you are editing a dialog and it is concurrently changed either by system or by another user, you can merge these changes without data loss. Such merge considers both standard and customized attributes. In case of a concurrency exception, i.e. when you save a dialog and someone else has already saved it, a confirmation window appears. It
Run Silverback on or with a Empirum Subdepot Server
Published September 20th, 2025 by Daniel White
Overview This guide is intended for customers that are planning to install and configure Silverback and a Matrix42 Subdepot Server on the same Windows Server and when Empirum managed clients should be connected via the HTTPS protocol. In this scenario, the Matrix42 Subdepot installation is installing the needed WebDAV Publishing Web Server (IIS) Ser
Mail Gateway Integration X: User Based Certificate Authentication
Published September 8th, 2025 by Daniel White
Requirements Accomplished Mail Gateway Integration Parts I - VI Accomplished Certification Authority Integration Exported Root CA Certificate Exported Intermediate CA Certificate (optional) Import Root CA Certificate Open certlm.msc on your Mail Gateway server Expand Trusted Root Certificate Authorities Right-Click Certificates Select All Tasks Sel
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 • - - - -
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
iOS Guide IV: Create a Tag and assign it
Published September 3rd, 2025 by Daniel White
Create a Tag Open your Silverback Management Console (e.g https://silverback.imagoverum.com/admin) Login as an Administrator Navigate to Tags Click New Tag Enter a friendly name (required) Enter a description (optional) In the Enabled Features Area Enable Profile In the Device Types Area (required) Enable iPhone and/or iPad Click Save Please refer
Background processing for license management
Published August 22nd, 2025 by Daniel White
Overview The goal of a license management tool is transparency about status of compliance regarding deployed and used software. For that purpose, different data is imported from different sources regarding technical and contractual facts. Based on organizational structures and other master data the system calculates which and how many licenses are r
Driver Extraction Package
Published January 2nd, 2026 by Daniel White
This document describes the Matrix42 Driver Extraction Package, its requirements and gives instructions on how to use the tool. Requirements The minimum requirement is the use of the operating systems Windows 8.1 or Windows Server 2012 R2, the Power Shell version 4.0 is included and the Power Shell module Dism is included. For older operating system
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.
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
Provision of WinPE drivers
Published January 2nd, 2026 by Daniel White
In the following chapter we will go into the provision of Win PE drivers, which are necessary to be able to address hardware that is not yet natively supported by the current Win PE.Despite frequent updates of the Microsoft ADK (up to Windows 10 2004), it is possible that the supplied drivers do not or not correctly address certain hardware types. T
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
Dropbox Tenant Configuration for Dropbox Service Connection
Published September 17th, 2025 by Daniel White
To register DWP for Dropbox Service Connections integration, start with registering DWP at the Dropbox developers platform. Login to Dropbox developers platform and click Create Apps: Fill out the necessary information and choose from the suggested options: Choose an API Choose the type of access you need Name your app In the Settings tab, you can
Data Structure and Data Layer
Published July 20th, 2025 by Daniel White
Key terms and basic components overview: Data Definition, Configuration Item, their interaction, as well as how to access and query data with ASQL. Overview This guide provides an overview of the Matrix42 data layer. The data layer consists of such basic components as Data Definition and Configuration Item. This guide explains the key terms and desc
FastViewer extension for ESMP via Asset Management - Cmd
Published July 4th, 2025 by Daniel White
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What are fingerprints
Published August 13th, 2025 by Daniel White
A fingerprint is a unique technical signature that is used to determine what applications are installed on a computer. Inventory tools (e.g. Matrix42 Empirum) are used to automatically scan computers for installed applications. These installations essentially provide information, which application (represented by the Fingerprint) is installed on whi
Volume Purchase Program: Operation Modes
Published September 21st, 2025 by Daniel White
Overview The Volume Purchase Program (VPP) makes it easy for organizations to purchase, distribute, and manged their application. Whether your users are on iPhones, iPads, iPods, or macOS devices, you can deploy applications purchased in Volume Purchase Program to these devices. Silverback integrates with the Volume Purchase Program to distribute, r
HOW-TO: Filter an Object Preview Action based on a Data Source
Published September 9th, 2025 by Daniel White
HOW-TO: Filter an Object Preview Action based on a Data Source To allow filtering an Object Preview action based on the data source, please follow the steps: Add Recalculate Actions (non-visual controls) on object preview layout designer. Apply Recalculate Source State and Recalculate Conditions properties with source state.
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
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 Package Export
Published August 24th, 2025 by Daniel White
Overview Configuration Packaging versioning, export to package, and other actions overview. Before exporting the Configuration Project to a package, consider applying the Adjust Scripts Order action if you have any manually added items or manually edited order of the items in the Configuration Project. Versions The version is necessary for tracki
Windows Out of Box Experience (OOBE)/Autopilot
Published January 4th, 2026 by Daniel White
As of version 2312.1.2 the UEM Agent is able to detect the Windows OOBE which is used during Autopilot or after being cloned and prepared with sysprep. While the Windows system is in the "OOBE Mode" where the machine gets prepared for the first logon, the UEM Agent will just download assigned software, but will not install it. So the software instal
Survey
Published January 4th, 2026 by Daniel White
The survey page is only visible with a working internet connection. The survey can be removed by the administrator or a separate feedback page can be included by entering a URL. If the registry key Feedback_URL does not exist under HKLM\Software\Matrix42\Agent or has an empty value, the menu item is hidden. Your own web pages must be configured to b
Licensing of multiple versions of same software for same consumer
Published August 13th, 2025 by Daniel White
If several versions of the same product run in different virtual machines on a physical host or within the same operating system instance, several license requirements are created and accumulate on this consumer. They can be consolidated "side-by-side" using the corresponding option that must be selected for the software products that should be cons
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
Deploy Google Accounts to iOS and iPadOS devices
Published September 19th, 2025 by Daniel White
Deploy Google Accounts Google accounts provides access to a wide range of online Google services. With Silverback, you can set up Google accounts on iOS and iPadOS devices. Once an account is created in a Tag and the Tag is assigned to a device, the device will prompt the user to enter the password for authentication. Both corporate and personal Gma
What is a license
Published August 13th, 2025 by Daniel White
Overview A license is a right to use a specific software product. The license is sold by the publisher of a software product or an authorized reseller. It entitles the buyer to use license requirements that are based on the buyer's software deployments. General business terms of the publisher, specific volume licensing agreements, and end-user licen
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
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
Release Notes Silverback 25.0
Published August 30th, 2025 by Daniel White
About This Release Matrix42 Silverback 25.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to get a short overview presen
Empirum 21.0 - Installation Manual
Published December 24th, 2025 by Daniel White
About Matrix42 Workplace Management With Matrix42 Empirum, all networked devices and corporate software assets can be administrated efficiently and made available from a central management console. The modular structure of the software suite is completely database-based and allows for the intuitive handling of all functionalities; this way, it is po
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
Depot Helper Service - HTTP(S)
Published January 4th, 2026 by Daniel White
The Depot Helper service monitors multiple folders including subfolders and files for changes and can only be installed on the master. In each monitored folder a file "_Matrix42File Info.json" is created, which can be used to get the contents of the folder listed quickly and efficiently. The service is installed by default under "C:\Program Files\Ma
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
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
Troubleshoot Silversync
Published September 20th, 2025 by Daniel White
Silversync Troubleshooting Steps The following guide is intended to perform an in-depth analysis in case of problems with Silversync and access to files and folders. Since for the availability of the service some products and settings must harmonize with each other, challenges can arise here, which should best with the described steps at least allow
Release Notes Silverback 18.0 Update 1
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 18.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Release Notes 22.0
Published November 18th, 2025 by Daniel White
Important note The "Matrix42 Enterprise Manager for SCCM (EM)" contains also all public released hotfixes that are available for previous versions.Please note that installing this update will request a reboot of the system. Enterprise Manager for SCCM 22.0 Setup can be used: to perform a new installation. to perform an update based on the version En
iOS Guide I : Basics
Published September 3rd, 2025 by Daniel White
Requirements Matrix42 Account A Matrix42 Account is needed for different purposes. For example it will be used to create an Apple iOS APNS certificate. Please perform the following steps: Open a web browser and go to https://accounts.matrix42.com Register with your company email address If you are the first employee of your company who is registerin
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
Assign Tags via LDAP Filters
Published September 19th, 2025 by Daniel White
Overview In addition to the manual assignment of Tags, Silverback also offers several options to automate the assignment of tags to specific device parameters or specific groups of people. A classic case of automated tag distribution to specific groups of people or other parameters is based on an Active Directory or other LDAP systems. By using LDAP
Release Notes Silverback 22.0 Update 2
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 22.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements Google Play EMM API Deprecation Google has deprecated parts
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
Service Bus Integration
Published September 8th, 2025 by Daniel White
Matrix42 Secure Unified Endpoint Management uses a communication architecture based on an Enterprise Service Bus. This allows an efficient and fast communication between the Unified User Experience (based on the Enterprise Service Management Platform), Empirum, Silverback and EgoSecure. The target is that the entire communication between the Secure
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
FastViewer extension for ESMP via Service Desk - Incident
Published July 4th, 2025 by Daniel White
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Release Notes Silverback 21.0 Update 1
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 21.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements Service Bus Listener With this Silverback Release 21.0 Upda
Release Notes Silverback 18.0 Update 3
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 18.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Version 19.0 Overview
Published September 2nd, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility easie
Application Guide Part VII: Review Version Distribution
Published September 6th, 2025 by Daniel White
Overview In general, there are two ways to monitor the versioning of an application after you have distributed it via one or more different Tags. The first possibility is in the App Portal, when you click on an application. This will display a commuted view based on the app identifier or bundle IDs and it allows you to see the version distribution a
Microsoft Outlook
Published September 8th, 2025 by Daniel White
Microsoft Outlook Configuration Distribute and configure the Microsoft Outlook app for iOS, Android Enterprise or macOS so your users can access email calendar and contacts from your smartphone or tablet on the go. The following guide shows an example configuration for Microsoft Outlook on iOS, iPadOS and Android Enterprise. On Windows 10/11, config
Microsoft Entra ID Integration
Published September 6th, 2025 by Daniel White
Microsoft Entra ID is Microsoft’s cloud-based identity and access management service. Microsoft Entra ID helps your employees sign in and access resources in: External resources, such as Microsoft Office 365, the Azure portal and other SaaS applications. Internal resources, such as apps on your corporate network and intranet, along with any cloud ap
Release Notes Silverback 25.0 Update 1
Published August 30th, 2025 by Daniel White
About This Release Matrix42 Silverback 25.0.1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to get a short overview pres
Object Data Service: Update Object
Published August 26th, 2025 by Daniel White
Details Updates the Object of the specified Configuration Item by the Configuration Item name and object ID. The operation is designed for the complex update transactions, where the modified object attributes belong to different fragments (Data Definitions), or the object multi-fragments need to change (added, deleted, updated), or there is some bus
OneDrive, OneNote, Teams, Office
Published September 8th, 2025 by Daniel White
OneDrive, OneNote, Teams, Office Configuration Distribute and configure Microsoft apps for iOS, Android or macOS so your users can access several services from their smartphone, desktop or tablet on the go. The following guide shows an example configuration for Microsoft Teams for iOS and Android, which can be adopted for other applications like One
Silversync
Published September 2nd, 2025 by Daniel White
MATRIX42 SILVERBACK Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
Lost Mode for Android Enterprise devices
Published September 20th, 2025 by Daniel White
Overview In today's fast-paced business environment, mobile devices play a crucial role in productivity and efficiency. However, the risk of losing or misplacing devices containing sensitive corporate data is always present, as millions of devices are lost or stolen each year, which leads to significant risks to data privacy. To address this challen
Release Notes Silverback 22.0
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 22.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements Changes in Default Installation Folder Starting with Silverback 22.0
Import Schedule Settings
Published August 27th, 2025 by Daniel White
Created import definitions can be run by schedule. To configure the import definition schedule: Start Matrix42 Workspace Management and click the Administration workspace; In the navigation area, click Services & Processes → Engine Activations; On the toolbar, click Add Engine Activation: In General tab, enter a name for the engine activation:
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
Release Notes for Intune Data Provider
Published August 16th, 2025 by Daniel White
Releases Version 3.11.6 Fixed Problem PRB39235: Intune Application Import - ambiguous match error Version 3.11.5 Fixed Problems PRB39157: The IntuneID is not updated if a Device has been enrolled again. PRB39251: Intune Integration Data Provider - Import failed while running post-import service. Version 3.11.2 Improvements The Intune Data Provider e
Devices Guide Part III: Device Information & Actions
Published September 4th, 2025 by Daniel White
Device Information To view information about an individual device, simply click on the specified device and the Device Information window will present itself. The Device Information list is generated using the latest information from the time the device last checked in, and will only display information that the device OS makes available. Actions Fo
Company Branding III: App Portal
Published September 3rd, 2025 by Daniel White
App Portal Navigate to Admin Navigate to App Portal Configure your App Portal Branding Options Change the following settings Setting Example Description App Portal Label e.g. Marketplace Is the named display in the headline after opening App Portal App Portal Icon Text e.g. Matrix42Marketplace Changes the shortcut name on each device home screen Pre
iOS III: Create Computer Objects and Assign Certificates
Published September 7th, 2025 by Daniel White
Assign Computer Certificates to Computer Object You may already be familiar with the automatic creation of Computer Objects after a Computers joins your Active Directory. Silverback can do the same and has the ability to create Computer Objects during the Enrollment on your behalf. Also you might want to add distributed Wi-Fi certificates to the cr
iOS Guide III: Devices
Published September 3rd, 2025 by Daniel White
Devices Navigate back or open your Silverback Management Console Login as an Administrator Navigate to Devices Once your device is enrolled and the App Portal icon is visible on the device you will find the device here Adjust your columns Hover over the Username column and click the arrow button Disable Battery (optional) Disable Storage (optional)
Enable and Disable System Apps Overview on Android Enterprise
Published September 20th, 2025 by Daniel White
Overview Before or after enrolling devices on Android Enterprise, many administrators are faced with the question of which apps should and must be available for different use cases. In general, Android distinguishes between system apps and non-system apps, which are defined by the device manufacturer. Since this definition of system applications is
Track and Request the Location of Android Enterprise Devices
Published September 20th, 2025 by Daniel White
Overview With Silverback, you can track the location of Android Enterprise-enrolled devices both in real time and over defined historical periods. This feature enables ad-hoc location requests for immediate insight into a device’s current position, as well as scheduled tracking with customizable accuracy and update intervals. Whether used for troubl
Single App Mode for iOS and iPadOS devices
Published September 20th, 2025 by Daniel White
Overview The Single App Mode turns supervised iOS or iPadOS devices into a kiosk device that restricts the user to just run a pre-defined single application. The user is not able to leave the application and even after reboot the pre-defined app is starting automatically. Common use cases for the Single App Mode are: Sales and Marketing devices in a
Release Notes Silverback 23.0 Update 1
Published August 31st, 2025 by Daniel White
About This Release Matrix42 Silverback 23.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Important Announcements Update Information If you are upgrading from a version olde
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
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 Silverback 24.0
Published August 30th, 2025 by Daniel White
About This Release Matrix42 Silverback 24.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. Visit the following playlists on the Matrix42 YouTube channel to get a short overview presen
Protocol and Master Server
Published January 4th, 2026 by Daniel White
The protocol and the master server are configured by means of an assigned Agent template: In concrete terms, this means that the Agent template of the UEM Agent installed on the Subdepot is used for the connection to the master server. This also includes the functions of bandwidth throttling and minimum bandwidth.
Join the Companion Beta Channel
Published September 20th, 2025 by Daniel White
Overview In some cases, mostly advised from our support, it might be necessary to test something on Android Enterprise with a Companion Beta version. This guide shows you how to subscribe to the Companion beta channel in a few steps to install a beta version on your device. Please remember to leave the beta channel after testing, otherwise you may i
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
Tags Guide Part IV: Windows 10/11 Restrictions
Published September 5th, 2025 by Daniel White
Restriction Overview Windows restrictions are part of the Policy Configuration Service Provider and are grouped with the same naming in the Management Console. You can press All + to expand all available restriction or expand each group separately. The following groups are available and linked to the corresponding section with all available policy c
Release Notes
Published July 2nd, 2025 by Daniel White
Release notes for AI Assist for Service Desk. Version 1.1.2144 Improvements You can now filter searches by creation date. We removed unnecessary error logging from the console. We improved localization for AI Search responses. The Missing Service Connection logging messages were downgraded to warnings. Bug Fixed Fixed a typing error in the Subscript
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
Release Notes Silverback 18.0
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 18.0 provides many new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace. Sy
Application Black - and Whitelisting
Published September 19th, 2025 by Daniel White
Overview When managing mobile devices, administrators will sooner or later, depending on the security policy of the organization, have to deal with the question of which applications are allowed in the corporate context and which can or may be installed by users. Depending on the scenario, the devices used and the type of management used, Silverback
Version 22.0 Overview
Published August 31st, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
Devices
Published September 4th, 2025 by Daniel White
The Device section is the central part of the device management in Silverback and is divided into 4 different areas that represent the life cycle of a device. The different areas of the Silverback Management Console are described in the following table. Section Description Pending Displays outstanding pending enrollment requests, meaning that either
Version 18.0 Overview
Published September 2nd, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility easie
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.
Bulk Staging Mode
Published September 19th, 2025 by Daniel White
Overview The bulk staging mode allows you to create for certain scenarios for staging users multiple pending enrollments with an unlimited expiration time. One use case is certainly if you have devices in your organization that are not personalized and have a specific purpose, these devices can be provisioned very easily through this mechanism, as t
Application Configuration Guide
Published September 8th, 2025 by Daniel White
Introduction Mobile Application Management enables system administrators to manage and secure applications or app data. This includes configuring the application to meet various requirements. For example, applications may need to be targeted to specific servers, or restrictions may be placed to prevent certain features of an application. Additionall
Version 21.0 Overview
Published August 31st, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
How to disable upload of data during LIS Online Update
Published August 14th, 2025 by Daniel White
Abstract This article explains how to disable the upload of unclassified data (fingerprints and licenses) during a LIS online update generally in the data provider configuration. Procedure Open Administration Navigate to Integration / Data Providers Select "LIS Online Update" data provider Open the existing configuration or create a new one Select
Microsoft Edge
Published September 8th, 2025 by Daniel White
Microsoft Edge Configuration Download, configure and distribute Microsoft Edge for iOS, Android Enterprise, macOS and Windows 10/11 so your users can access several services from their smartphone, desktop or tablet on the go. The following guides shows an example configuration for Microsoft Edge on iOS, iPadOS, Android Enterprise, Windows 10/11 and
iOS Guide V: Deploy Apps
Published September 3rd, 2025 by Daniel White
Add an Application Open your Silverback Management Console (e.g https://silverback.imagoverum.com/admin) Login as an Administrator Navigate to App Portal Navigate to iPhone or iPad Click New Application Select the Country in where you want to find the application Navigate to Name and start typing the name of the application (a search is starting) Se
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
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
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
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
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
What is a Digital Signature?
Published August 28th, 2025 by Daniel White
A digital signature is a mathematical technique used to validate the authenticity and integrity of a message, software or digital document. It's the digital equivalent of a handwritten signature or stamped seal, but it offers far more inherent security. A digital signature is intended to solve the problem of tampering and impersonation in digital co
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
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
Control Descriptor
Published July 19th, 2025 by Daniel White
Overview Any control available in the Layout Designer toolbox and which could be used for the authoring layouts, is registered in the Solution Builder as Control Descriptor object. The system provides a set of pre-configured Control Descriptors. More detailed information about some of them you may find via the following links: A Assign Button Contro
Document Preview
Published July 20th, 2025 by Daniel White
Overview Starting from ESMP v.12.0 it is possible to preview the attached files directly from the browser. Files are available in layouts with attachments control, for instance, in journal preview or incidents. Prerequisites ESMP v.12.0 and higher Supported file types On-line document preview is availalbe for the following file types: .doc .docx .x
Objects Grid
Published September 12th, 2025 by Daniel White
Objects Grid settings and grid properties configuration examples. Goal This how-to explains the basics of the Object Grid settings and provides examples of the properties configuration. For more information about Grid Control types and use cases see Grid Controls page. Prerequisites Object grid is added and configured after the following steps: Ad
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
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
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
Learn more about Releases
Published August 28th, 2025 by Daniel White
When using the Matrix42 DevOps Services every Build of a Enterprise Service Management Platform Extension results in a Release. This way you can think of a Release as a milestone of the product lifecycle of an Extension, tagged with a version. You can get an overview of all Releases of an Extension by clicking on the "View" link of the Extension in
HowTo: Configuration of Active Directory
Published July 17th, 2025 by Daniel White
Overview This Guideline will enable you to setup anything necessary in Enterprise Service Management (ESM) to let your end users login to Self-Service with an Active Directory (AD) User assuming that ESM runs in a different network than the Active Directory Domain. This article requires that you have a Matrix42 MyWorkspace (MWS) Subscription and ESM
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
Build & Deploy an Extension with GitHub Actions
Published August 28th, 2025 by Daniel White
This is a step-by-step guide on how to use Matrix42 DevOps Services to build and deploy a Enterprise Service Management Platform Extension using GitHub Actions. Prerequisites A Matrix42 Cloud Account. (https://accounts.matrix42.com) A GitHub Repository containing the source files of a Enterprise Service Management Platform Extension. Configure GitHu
Pre-Logon Window
Published January 4th, 2026 by Daniel White
With version 1901.0 (TP) of the UEM Agent, a new application is stored in the installation folder of the UEM Agent package. The new Status UI.exe replaces the existing Eris Logon UI.exe. The new Status UI application shows the number of pending packages, a progress bar based on the estimated times of the packets and the remaining time until a user c
Learn more about permissions
Published August 28th, 2025 by Daniel White
To enable collaboration for a Enterprise Service Management Platform Extension you need to add contributors to the Extension. There are five different levels of permissions a contributor can be assigned to, depending on his role in the product lifecycle of the Extension, starting from the Participant, who can only install all published Releases of a
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
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
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
System Metering
Published July 9th, 2025 by Daniel White
Overview Matrix42 Enterprise Service Management includes a function for retrieving information about deployed certificates and system usage, creating a report every Sunday. It is important to understand the nature and purpose of the license usage reports generated by our metering system. These reports are designed to provide an assessment of your pr
Related Objects Picker Control
Published September 12th, 2025 by Daniel White
Overview Related Object Picker Control allows selecting multiple Objects. The control specially designed for handling relations to multiple objects in Dialogs. The behavior of the control is identical to Objects Picker control, which also able to select multiple objects, but these two controls have absolutely different Value model (how the selected
Composite Control Descriptor
Published September 9th, 2025 by Daniel White
Overview It often happens that there is a section of the Layout, which contains a set of Controls, and a logic which handles these controls, need to be reused in several Layouts. Repeating the same actions, like constructing a model, arranging controls and their dependencies for each Layout is not only very time consuming, but also error-prone, and
Advanced system settings
Published July 19th, 2025 by Daniel White
Overview Apart from customer-specific settings the users can configure/modify on UI within appropriate applications the system provides low-level configurations. By customer-specific settings, we refer to the Settings menu item in the Applications, see also Global System Settings. The low-level configurations are available via direct database modifi
Windows 10/11 Bulk Enrollments via Provisioning Packages
Published September 21st, 2025 by Daniel White
Enrollment via Provisioning Package A provisioning package (*.ppkg) is a file for a collection of configuration settings. For Windows 10/11 Devices, Administrator can create provisioning packages that let you quickly configure a device without the need of installing images. Additionally, provisioning packages can be used to enroll devices into a Mob
Test Automation of SolutionBuilder applications: Getting Started
Published August 24th, 2025 by Daniel White
Test Automation of SolutionBuilder applications: Getting Started Prerequisites Install latest NodeJs version. It will come along with npm. Install git. Install Java Runtime Environment. Preparations Unpack e2e archive from <InstallationFolder>/Test/e2e.zip to c:\dev\e2e\ (Ex. c:\dev\custom\root\Test\e2e.zip) Open a command prompt as administra
How to structure and deploy SSRS Reports for Cloud Environments?
Published August 28th, 2025 by Daniel White
Overview Learn how to create and deploy Reports for the Cloud Environments where there is no direct access to the Application Server. Starting with the Matrix42 Enterprise 26.1 release (April 2026), legacy Microsoft SQL Server Reporting Services (SSRS) and SQL Server Analysis Services (SSAS) integrations will be fully discontinued and substitued wi
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
Survey
Published January 4th, 2026 by Daniel White
The survey page is only visible with a working internet connection. The survey can be removed by the administrator or a separate feedback page can be included by entering a URL. If the registry key Feedback_URL does not exist under HKLM\Software\Matrix42\Agent or has an empty value, the menu item is hidden. Your own web pages must be configured to b
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
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
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
Tags Guide Part II: Android, Samsung Knox
Published September 4th, 2025 by Daniel White
Profile Profiles for each device type are managed independently allowing separate configuration and management of profiles for each device type. When a device is provisioned, it will be provisioned with the profile configuration at the time the device was enrolled. When a profile change is made, new devices will receive the new configuration as well
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
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. Matching Keys Matchi
Post-Update Task for Cloud Connector 22.0 Update 2
Published September 20th, 2025 by Daniel White
Post-Update Task According to an updated version for the Newtonsoft library in Silverback 22.0 Update 2, an upgrade of your current Service Configuration for your Cloud Connector services is required to align the Newtonsoft version after updating to the Silverback and Cloud Connector 22.0 Update 2 version. Updating the service configuration file can
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
Configuring Application Security
Published August 24th, 2025 by Daniel White
Goal Solution Builder provides sophisticated multi-level security model which allows to configure the required permissions for specified group of people to various System resources, e.g. access to Data, visibility of the User Interface elements or specify which Web Service is allowed to be executed. The article explains how to setup security for the
Why Configuration Projects have disappeared after installing Hotfix/Update?
Published August 28th, 2025 by Daniel White
It is required to have ESMP Subscription for Configuration Projects development. Due to a Bug in 10.0.2 and 10.0.3 release versions, it is possible to get access to Configuration Packaging Projects which is only available with the DWP Subscription. The functionality that requires the DWP Subscription though, is to record your configurations in a Con
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
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
Service Bus I: RabbitMQ
Published September 8th, 2025 by Daniel White
About RabbitMQ is a message-queueing software also known as a message broker or queue manager. Simply said; it is software where queues are defined, to which applications connect in order to transfer messages. RabbitMQ is particularly interesting for a on premise deployment of a message queueing software, as it allows you to enjoy all the benefits o
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
Will an update activate Worker to execute tasks instead of Data Gateways automatically?
Published August 28th, 2025 by Daniel White
Will an update activate Worker to execute tasks instead of Data Gateways automatically? When DWP subscription is active, the default Data Gateway will automatically operate on the new Worker Technology. Other Data Gateways needs to be configured by customer in addition: Your AppServer’s local default Data Gateway will perform “Worker compatible tas
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
What can I do if the Workflow Studio shows the unhandled exception error message when publishing a workflow?
Published August 28th, 2025 by Daniel White
What canI do if the Workflow Studio showsthe following error message when publishing a workflow? Ensure that your system runs on 10.0.2.3081 or higher. The message itself is intended to be a warning only. Your Workflows will operate successfully using the selected Workflow Execution Engine based on your license.
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
Testing your Extension
Published August 26th, 2025 by Daniel White
This is a step-by-step guide on how to test your Enterprise Service Management Platform Extension. Prerequisites Node.js and npm installed. (Downloading and installing Node.js and npm | npm Docs (npmjs.com)) An existing Extension you want to test. (How to create an Extension) Docker Desktop installed. (Software Requirements for the Extension Test St
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
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
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.
Bulk Provision Users
Published September 19th, 2025 by Daniel White
Overview One scenario for the bulk provisioning users feature is that administrators can setup multiple devices on behalf of users. In addition to that this functionality is useful to speed up the starting process for users by sending them their enrollment information via E-Mail or SMS instead of using the Self Service Portal as the starting point f
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
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
Importing Google Accounts to DWP
Published September 15th, 2025 by Daniel White
Overview Importing Google Accounts is a package that can be installed from the Extension Gallery site. The package supplements the core Matrix42 Enterprise functionality for setting up the federated single sign-on (SSO) with Google identity and provides a scheduled engine which on a regular basis import the Google accounts to the Enterprise Service
How to build a bidirectional connector based on Service Connections
Published September 18th, 2025 by Daniel White
To build your own bi-directional connector follow these steps: Create a Service Connection: create a Service Connection with the Google Account to connect with. For details, see Service Connections page. Create import Workflows & GDI: create client Workflow that will collect events from Google account (can be executed on Data Gateway). Use as a
How to: Set Default Value for Enum Picker control in Dialogs
Published August 24th, 2025 by Daniel White
Goal In case when EnumPicker is used in a Dialog, and the control Bound Property associated with the Schema Attribute of Pickup value, the System always preset the initial value of the control by the Value defined in Schema. In some use cases for two different Dialogs which have Enum Control referencing the same Schema Property, two different Defaul
Android Enterprise Integration
Published September 6th, 2025 by Daniel White
Android Enterprise Android Enterprise is a Google-led initiative to enable the use of Android devices and apps in the workplace. The integration of Android Enterprise into Matrix42 Silverback enables you to enroll, configure and manage private and corporate-owned Android devices, including the provisioning and configuration of applications. This gui
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
E-mail Signatures
Published September 14th, 2025 by Daniel White
Overview An email signature is a block of text that automatically appears at the end of an e-mail message. The signature includes the information placed after the body and before the footer of the e-mail. The header and footer for the e-mails can be defined in the E-mail Configurations. All e-mail signature templates are available in the Administr
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
Base Schema Examples
Published July 20th, 2025 by Daniel White
Overview You cannot change the base Schema of a DD and the implicitly generated attributes and relations, but it is useful to know it. The base Schema is important as you can reference all attributes or relations in the Schema by your ASQL queries, sometimes you rely on them to perform your tasks. Every DD that is used in a CI always has a column "E
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
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
Create license requirements for Microsoft Extended Security Updates (ESU)
Published August 13th, 2025 by Daniel White
Introduction Microsoft's Extended Security Update (ESU) program is a option for customers who need to run certain legacy Microsoft products past the end of support. It includes critical and/or important security updates for a maximum of three years after the product's End of Extended Support date. More information can be found on this page from Micr
Empirum 24.0.x - System Requirements
Published December 24th, 2025 by Daniel White
Preface The system requirements below are the minimum requirements for a Matrix42 Empirum v24.0 .xinstallation. Since each customer has individual requirements regarding the number of clients, the work processes and infrastructure, these standard requirements should be deemed guidelines to be used for customer-specific implementation concepts. Requi
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/
Dependencies
Published August 28th, 2025 by Daniel White
Enterprise Service Management Platform Extensions can have dependencies which are required to be met before the Extension can be installed via the Matrix42 Extension Gallery. These dependencies are generally divided into two categories: Automatic Prerequisites Automatic prerequisites are dependencies to other Extensions available in the Matrix42 Ext
WinPE in the depot server scenario
Published January 2nd, 2026 by Daniel White
The use of Matrix42 OS Deployment with Win PE in the Empirum Depot Server scenario is possible. The following points must be taken into account: The use of the correct agent template in the boot configuration. The use of an additional Empirum Sync-Template on the Empirum Depot. Agent template in the Empirum Depot Server scenario The Matrix42 Univers
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
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
Getting Started - from EPE 4 to WinPE
Published January 2nd, 2026 by Daniel White
This Getting Started describes the procedure to change from an EPE 4 based to a Win PE based operating system installation. The complete Win PE - How To can be found here. Requirements We assume that you have EPE 4 in use, so the following requirements are met: At least one EPE 4 configuration is available / ready for use An operating system source
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
Add new Control to Layout Designer
Published August 24th, 2025 by Daniel White
Overview The article explains how the custom Control can be created and registered in the Solution Builder, to be available in the Layout Designer toolbox for authoring intricate Layouts. Such an use case could be very helpful for cases when the logic of the new Layout cannot be implemented with the range of the standard Control delivered out-of-the
Use Workflow to implement "Report Accident" action
Published August 24th, 2025 by Daniel White
Goal The article demonstrates how the different components of the Solution Builder can be used for implementing a full-fledged business use case. The Schema Designer is used for defining "Data Model", the Layout Designer used to constructing the "User Interface", whereas the Workflow Studio is used for describing the feature Business Logic. Requirem
Themes
Published July 20th, 2025 by Daniel White
Overview A theme is a predefined set of colors for the application UI. Use any of the out-of-the-box themes to configure the look and feel of the user interface of the ESMP and the appearance of the login page. You are encouraged to use themes to change the look and feel of a multitude of entities at once rather than set all the options individually
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
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
Oracle Java Software Recognition
Published August 15th, 2025 by Daniel White
Introduction Licensing of Oracle Java always have been quite complicated, being subject to a paid subscription in many cases. After long years of tolerance regarding violations of license terms by customers, Java is now officially included in Oracle's software licensing audits. Unfortunately, the criteria to differentiate between free use on one sid
Repeater Control for Email Designer
Published September 14th, 2025 by Daniel White
Overview Repeater, a control designed to be used in Email Designer for rendering data from arrays. This control has the same purpose and behavior as a Repeater which is used in Layout Designer, but has less properties. For details, see also Repeater Control.
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
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-
Version 25.0 Overview
Published August 30th, 2025 by Daniel White
Matrix42 Silverback Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
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
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
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
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
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
Activating Data Providers
Published August 27th, 2025 by Daniel White
Managing Data Providers: manual and automatic activation for Data Providers. Each Data Provider can be either enabled or disabled. New Data Providers are disabled by default and therefore should be enabled. To enable a Data Provider: Go to Administration > Integration > Data Providers. Select the relevant Data Provider and run the Enable actio
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
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 App 1.0.20260129.1 This version has the following bugs fixed compared to version 1.0.20251114.1: Licensing validation issue. Microsoft Teams Approval Extension 1.0.20251114.1 This version has the following bugs fixed compared to ver
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
Car Tracking 2: Web Service for Tracking Car
Published August 24th, 2025 by Daniel White
Goal The article targets the following goals: Develop a new Web Service from scratch Deploy the developed Web Service to a SolutionBuilder Application Server Register the new Web Service in the SolutionBuilder Service Repository How to debug the Web Service This article provides a practical example of the principles described in the article Develop
Mail Gateway Integration III: Install Application Request Routing
Published September 8th, 2025 by Daniel White
Application Request Routing Download and Install URL Rewrite Module On your Server that will host the Mail Gateway, open the Internet Explorer or any other installed browser Navigate to: https://www.iis.net/downloads/microsoft/url-rewrite Locate the download section and download the installer (e.g. rewrite_amd64_en-US.msi) Run the downloaded install
Objects Picker Control
Published September 12th, 2025 by Daniel White
Overview This article describes the Objects Picker Control and different cases of its usage. The purpose of the control is to select multiple objects in a simple way, using the type-ahead functionality or using a powerful browse lookup dialog. The Objects Grid and Object Relation Grid have the same purpose. How to Use Objects Picker in Run Time Clic
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
HOW-TO: Use Custom Controller for Action Implementation
Published September 9th, 2025 by Daniel White
HOW-TO: Use Custom Controller for Action Implementation For some cases when no generic Action Implementation Type does not allow to implement an intricate requirement, the "Custom Controller" can be used. The example explains how to implement and configure Custom Controller which redirects the UUX page to a specified URL. See more on Understanding C
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
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
Application Guide Part II: Add Android/Samsung Knox Application
Published September 5th, 2025 by Daniel White
Overview Due to the logical separation of Android and Samsung Knox devices in Silverback, you can configure your applications separately for each type of device and the process is the same for Android and Samsung Knox. Adding Managed Play applications requires Android Enterprise integration and please note that in the past, in addition to the two ty
Reports in Administration Application
Published August 21st, 2025 by Daniel White
Overview Each application has a number of reports that can be generated from the data available in this application. The Matrix42 Administration application provides a series of standard reports to help you see the current state of your system and extend them according to your needs. Reports with configurable widgets are available starting from v.12
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
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
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
Migration II: On-Premise SQL Database
Published September 21st, 2025 by Daniel White
SQL to SQL Database Migration This guide describes overall a database migration from an On-Premise or local installed SQL Server instance to another On-Premise or local installed SQL Server instance. Silverback remains in this guide on the current host. In case your SQL and Silverback are running on the same Host and you want to migrate both, please
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
Settings
Published August 30th, 2025 by Daniel White
System Settings By clicking the navigation item Settings a preview of the currently saved settings will be shown on the right side. In order to edit these settings press Edit . Empirum API Settings Here you can configure the access to your Empirum API. Access is required to perform actions like creating assignment groups or managing computers. Prot
EDP Agent III: Update the EgoSecure Agent
Published August 29th, 2025 by Daniel White
For updating the EgoSecure Agents you can use the two ways below. There are also automatic update settings which are defined in the EgoSecure Data Protection Console under Installation | EgoSecure Agents | Installation settings (for details, see Defining automatic update settings subchapter in the EgoSecure Installation Guide. Updating via EgoSecure
EDP Agent II: Uninstall the EgoSecure Agent
Published August 29th, 2025 by Daniel White
Uninstall via Unified User Experience Open the EgoSecure Data Protection UUX Console Navigate to EgoSecure agents Select the device / agent to open the preview Press Uninstall Enable the confirmation checkbox Press Uninstall Uninstall via .bat file Download the MSI package from one of the following sources EgoSecure Data Protection UUX Console EgoSe
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
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
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
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
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
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
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
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
Preview
Published September 13th, 2025 by Daniel White
Overview A A Preview is special Layout Template designed to represent an Object in the most convenient and fastest way, to give a chance in a single glance to overview the Object. The Solution Builder allows defining multiple Previews for a single Object Type (e.g., Configuration Item). In this case, at run-time, the System analyzes the parameters
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
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
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
Backup and Device Migration Principles for Apple Devices
Published September 19th, 2025 by Daniel White
The following Knowledge Article intends to help Administrators to understand some important parts regarding an iOS device migration from a former Mobile Device Management solution to Matrix42 Silverback, especially when the Device Enrollment Program is already in use. From time to time, we receive questions about best practices, especially when it c
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
Compliance Rules: switching to the new Email Engine
Published September 14th, 2025 by Daniel White
Overview The changes described on this page are introduced in the 9.1.2 version of the Matrix42 Software Asset & Service Management system and require several manual adjustments of the Compliance Rules. Compliance rules are a set of conditions that trigger specific actions. The introduced in the system changes apply to all Compliance Rules that
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
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
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
Permissions to actions available in the Licenses application
Published August 13th, 2025 by Daniel White
Unless stated otherwise, actions Add, Delete, Edit, and Export are available to users of all roles. Software products Administration Compliance Management Contract Management IT Asset Management License Management Purchase Purchase Management Software Service Management Software Compliance > Update License Intelligence Service • • •
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
Adding base licenses to a license
Published August 13th, 2025 by Daniel White
Overview When you manage your license inventory, there are certain license types that require a base license to become valid, for example: Update License Subscription Renewal Maintenance Maintenance Renewal For licenses of type "License Conversion" please refer to this article. This article describes, how you add base licenses to a license of one of
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 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
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 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
Rebooking Services
Published September 9th, 2025 by Daniel White
Overview It is possible to rebook the services to a new Owner and/or to a new Cost Center . Typical use cases are the relocation of an employee to another cost center or a new employee should take over the services from a leaving employee. For each selected service, the system creates an uninstallation booking for the former consumer/cost center an
Dashboard
Published September 4th, 2025 by Daniel White
Overview The Dashboard tab provides an overview of the devices Silverback manages and allows you to drill down to a specific device/user level as well. It provides an easy to navigate overview of device Information and Compliance for enrolled devices. Actions Action Description Will export the detail for the displayed information to Excel as an XLSX
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
Release Notes Silverback 19.0 Update 1
Published September 2nd, 2025 by Daniel White
About this release Matrix42 Silverback 19.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
Troubleshoot Installation Error 1923
Published September 20th, 2025 by Daniel White
Overview In case you install or update Silverback and you receive an error 1923 with the message Service Silverback Queuing Service could not be installed as shown in the following screenshots, this guide will help to resolve this issues. Solution You have to change the regional settings on the Silverback Server for "Current user", "Welcome screen"
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
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
Connector
Published July 18th, 2025 by Daniel White
This topic provides guidance on troubleshooting (including error IDs). The provided information concerns error messages related to the installation routine. 0018 - Connector - Deleted Data Entry Summary If the customer had deleted one of the predefined connector objects, this needs to be restored and marked as Customized. Scope Applies to the follo
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
Create a new System User
Published September 19th, 2025 by Daniel White
User Management The User Management section provides you an overview of all existing accounts and their corresponding roles. New users can be created, visibility flags can be set and API tokens can be generated. Under the Active Directory tab, you have the ability to define LDAP Groups, so that all members of this group are able to login as a user w
Release Notes Silverback 20.0 Update 2
Published September 1st, 2025 by Daniel White
About This Release Matrix42 Silverback 20.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners in order to provide an ideal feature selection. Please find the installation files of this version on Matrix42 Marketplace
ChromeOS Integration III: Create a User
Published September 8th, 2025 by Daniel White
Create a User Navigate back to admin.google.com Navigate to Directory Select Users Click Add new user Enter First name Enter Surname Add Primary email address Select Organization Unit (optional) Add secondary email (optional) Add a Phone Number (optional) Decide to Automatically generate a password or predefine one Decide to Ask for a password chang
Execute Bulk Actions via API Calls
Published September 20th, 2025 by Daniel White
Overview The following article describes the possibility to perform certain actions on a larger number of devices. A possible application scenario is, for example, that a larger number of devices are replaced in the course of the usual device life cycle. Instead of performing as an example the Factory Wipe or Delete Business Data action for each dev
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
Troubleshoot Enrollment Issues via Self Service Portal
Published September 20th, 2025 by Daniel White
Overview When a user is successfully logged in into the Self Service Portal and he wants to start the enrollment, it might be that one of the following information is shown to the users. You are not authorized to access this system, please contact the system administrator to be added as an approved Smartphone or Tablet device user. This user has al
Workflow Engine Migration Guide
Published September 17th, 2025 by Daniel White
Overview The new Workflow Engine based on Matrix42 Workers is introduced in version 10.0.0. The new architecture of the Matrix42 Worker Workflow Engine puts additional restrictions on the Workflow Activities implementation and the Workflow. Use this guide to adjust the custom Workflows and Workflow Activities to the new Matrix42 Worker workflow engi
Windows 10/11 Bulk Enrollments with Empirum and Provisioning Packages
Published September 21st, 2025 by Daniel White
Classic to Modern Management With the power of Matrix42 Unified Endpoint Management it's very easy to perform a bulk-migration from a traditional or classic management system, like Empirum, to new modern management scenarios with Silverback. As an outcome, devices will be co-managed by Empirum and Silverback with all positive effects for you and you
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
Setting confirmation mode for software products
Published August 14th, 2025 by Daniel White
Overview The confirmation mode is a setting for software products that defines if corresponding license requirements are valid immediately after creation or need to be confirmed manually by a user. This is relevant only for automatically created license requirements. The Enable license requirement confirmation mode setting is managed for all softwar
License Models for Oracle MySQL
Published August 14th, 2025 by Daniel White
General Information MySQL licensing is available through open-source General Public License (GPL) and commercial licenses. GPL allows public use, modification, and redistribution of source code under GPL terms. Commercial license suits those needing extra support or source code privacy. The commercial license allows the integration of MySQL with com
Folder Structure of the SolutionBuilder based Applications
Published August 24th, 2025 by Daniel White
Goal After completing this how-to you will have an understanding about the structure of application folder for SolutionBuilder based applications Introduction to version control We recommend storing sources for the project in Version Control. If you are already familiar with version control, you can skim or skip this section. A version control syste
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
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
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
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
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
Device Enrollment Program: Add devices via iPhone
Published September 19th, 2025 by Daniel White
Overview Adding devices manually to the Device Enrollment Program, allows devices not purchased through Apple or any certified Device Enrollment Program reseller to participate in the Device Enrollment Program. In the past, you had already the option of manually adding your iPhone and iPad devices to the Device Enrollment Program if you were using a
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 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
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
Non Visual Controls: E-mail Attachments
Published September 11th, 2025 by Daniel White
Overview E-mail Attachment is considered as a non-visual control of the Layout Designer as it is not explicitly shown on the layout template but it defines the source of the attachments for the sent e-mails. E-mail Attachments control is intended for E-mail Descriptor. In the Layout Designer, drag&drop the E-mail Attachments control from the Too
Secure Unified Endpoint Management 23.0.3
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 23.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements See system requirements document. Overv
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.
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
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
Report - Financial Risk Assessment
Published August 13th, 2025 by Daniel White
Overview The Financial Risk Assessment report displays the financial impact of being short of licenses for software products that are included to reporting. To display the report values a reporting date must be selected. This date corresponds with the data points stored in the data warehouse filled with compliance information. Also, it is required
Users Guide Part I: Create Local User
Published September 6th, 2025 by Daniel White
Create Local User Creating a Local User in Silverback requires that the user have all the necessary attributes that are collected from a device at the time of enrollment, such as the users First & Last Name, through to the Username that should be presented for a VPN or Wireless Access Point. If Silverback is configured for both Local Users and a
Management Guide
Published September 4th, 2025 by Daniel White
GENERAL The Silverback Management Console is web based and accessible from within the corporate network and is optimized for the Mac and PC as well as the iPad. Silverback leverages the latest .NET standards to provide a scalable, intuitive user interface, advanced filters and searches with rapid data processing. All admin level access is designed t
Workaround for Changing the Variable Scope
Published September 16th, 2025 by Daniel White
Summary If you have installed Matrix42 Workflow Management 2015 Update 2 (Feature Pack 8.0.2) or later, you might encounter an issue with the variable scope in Workflow Studio. Currently it is not possible to change the scope of a variable in the Variables tabulator in the Workflow Studio Editor menu. Cause The issue has been caused by upgrading th
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
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
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.
Service Bus VII: Message Validation
Published September 30th, 2025 by Daniel White
Overview Please refer first to your used Service Bus type to proceed: Azure Service Bus RabbitMQ Azure Service Bus Service Bus Explorer Download and Installation Open Github for Service Bus Explorer Install Service Bus Explorer Configuration Open Service Bus Explorer Click File Select Connect Under Service Bus Namespaces select Enter a connection
Service Bus VI: Configure the Enterprise Automation Platform
Published September 30th, 2025 by Daniel White
Configure Service Bus Log in to Enterprise Service Management Platform with Administrator credentials Click on the Launcher icon on the top right and select Administration Navigate to Integration -> Enterprise Service Bus Click Settings Select the Default Entry (Azure) Enterprise Service Bus Settings Click Edit in the preview Select your Service
RabbitMQ Release Notes
Published September 30th, 2025 by Daniel White
Release Notes *** Disclaimer *** Please note that this component is a third-party product. We do not provide support for the functionality of this 3rd party component. Our package only serves to simplify the integration and use of this component, but does not guarantee its proper functioning. Any liability for problems arising directly or indirectly
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
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
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
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
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
Troubleshooting problems with LIS online update
Published August 15th, 2025 by Daniel White
Summary This document describes the most common causes of errors and issues with LIS Online Update Data Provider. This data provider tries to connect to the public LIS update web service using one of the following addresses: Current product version: Network configuration: https://lis.matrix42.com/lisservices/api/package LIS library: https://lis.matr
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
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
Permissions to previews available in the Licenses application
Published August 13th, 2025 by Daniel White
This article lists all previews that are restricted by application and available in the Licenses 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 Preview
History SDK
Published August 21st, 2025 by Daniel White
Overview Additionally to the History Wizard, you can browse the history data by using an interface in your C# code or by using Workflow Studio activities. The direct browsing of the history database by SQL is not supported and the table Schema might change at any time. The SDK is the supported way to browse history data. For cloud environments acces
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
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
Email Engine and Designer
Published July 20th, 2025 by Daniel White
Overview The E-mail Engine and Designer is a module of the Solution Builder designed for handling e-mail notifications to specified recipients considering their preferred languages and cultures. The e-mails sent to the Recipients are automatically generated based on dynamic data according to the rules defined in the E-mail Descriptor. Description By
UEM Agent II: Prepare Automatic Assignments
Published August 29th, 2025 by Daniel White
Overview Before you configure and deploy the UEM Agent to your devices, we recommend to perform the following steps to automate tasks in Empirum for assigning new incoming devices to the right assignment groups that contains the desired Agent Template. Without the preparation, devices that will install the UEM Agent and connect to Empirum will appea
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
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
Insight Analysis
Published August 30th, 2025 by Daniel White
Overview Insight Analysis is activated on a user and on a computer. The product logs events of the Agent and displays results in the form of diagrams and graphs. Allows for viewing the percentage of video files copied by users to flash cards, the number of social network sites visited, applications opened etc. Setting up Insight Analysis Go to Produ
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,
Endpoint Protection II: Security State
Published August 29th, 2025 by Daniel White
Overview The security state is available in Secure Unified Endpoint Management and provides you an overview of important security information of your managed Windows 10 and Windows 11 devices. This includes the following information which are indicated in different colors. Ok is shown in green, Unknown in Orange and Not Ok in red. Antivirus Signatur
Secure Unified Endpoint Management 24.0
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 24.0 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements Please refer to: Installation Guide II: System R
Endpoint Protection IV: Threat Detection
Published August 29th, 2025 by Daniel White
Threat Detection Threat Detection is available in Secure Unified Endpoint Management and whenever a device is protected by the Microsoft Defender and a threat is reported, the following information is displayed under Endpoint Protection > Threat Detection: Information Description Threat ID Displays the ID of a threat that has been detected by Win
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
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
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
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
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
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
Admin Guide Part II: Create new system user
Published September 3rd, 2025 by Daniel White
Overview The following article describes how to create a new user in the Silverback Management Console. Adding system users is the easiest and fasted way to provide Administrators, Help Desk employees or Application distributors access to the management system. Please refer to Admin Guide Part I: Role Based Access for further information about diffe
Apply LIS template to software products
Published August 13th, 2025 by Daniel White
What is a LIS template The Matrix42 License Intelligence Service (LIS) provides templates for software products. Based on them, it creates software products in Enterprise Service Management. Software products lie at the core of license compliance as they are used to assign purchased licenses and installed applications to. In addition, software produ
Azure AD (native) vs. Azure AD (with MyWorkspace): What's the Difference? Which Should You Choose?
Published August 27th, 2025 by Daniel White
Overview In this article, we would like to give you an overview of two ways to connect your Enterprise Service Management Platform (ESMP) based application with Azure Active Directory (Azure AD/AAD) and help to chose one that fits your needs best. Azure AD (native) vs. Azure AD (with MyWorkspace): What Are They, Exactly? Azure AD (Native) same as Az
Configuration Item
Published July 18th, 2025 by Daniel White
This topic guides troubleshooting (including error IDs). The provided information concerns error messages related to the installation routine. 0013 - Configuration Item - Removed Data Definition Composition Summary If customer had changed predefined Data Definition composition (removed Data Definition from Configuration Item), this needs to be rest
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
Protected CI
Published July 18th, 2025 by Daniel White
This topic provides guidance on troubleshooting (including error IDs). The provided information concerns error messages related to the installation routine. 0001 - Protected CI - Deleted Data Entry Summary If customer has deleted a data entry of a protected CI, this needs to be restored. Scope Applies to Object Dialog Tabulator, Structure, Tabulato
Secure Unified Endpoint Management 23.0.2
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 23.0 Update 2 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements See system requirements document. Overv
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 • • • - - - - -
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.
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
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 - - -
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 • - - - • - - - - - - - • • •
Priorities used when assigning downgradeable licenses
Published August 13th, 2025 by Daniel White
Overview The system allows entitling several versions of the same software by one license. The list of software products that are connected by the license downgrade option is set in the software product dialog. When a system assigns the downgradeable license to a license requirement, it uses the priority rules described below. Downgrade options are
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
Secure Unified Endpoint Management 23.0.1
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 23.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements See system requirements document. Becau
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
System Variables
Published September 4th, 2025 by Daniel White
System Variables Silverback has included in it certain System Variables that can be used in various fields throughout the Administrator Console. A full list of these is shown below: System Variable Description User-based {UserName} The username associated with the user, captured at enrollment. {UserEmail} The email address associated with the user,
Google Drive Tenant Configuration for Google Workspace Service Connection
Published September 17th, 2025 by Daniel White
To register ESMP for Service Connections integration, go to Google Cloud Platform: Open Credentials → Create Project: Enter the project name: In your project, open APIs & Services menu: Configure OAuth consent screen: Choose the user type depending on your configuration, in this example we selected External option. Follow the suggested steps and
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
Matrix42 Service Connection
Published September 18th, 2025 by Daniel White
Overview Matrix42 Service Connection action allows establishing the connection to Matrix42 Account Services to easily configure Matrix42 features like: MyWorkspace Data Provider Azure Assets Data Provider File Upload Service Prerequisites ESMP v.11.0 or higher Matrix42 Account used for the Authentication is added to the Company Administrators group
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
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
Charts in Licenses
Published August 13th, 2025 by Daniel White
This dashboard is relevant for Enterprise Service Management up to version 12.1.1. Home Reported Software Products by Compliance Status The pie chart shows software products by their compliance status. This status is based on comparison of available usage rights from corresponding licenses and required usage rights from corresponding license requi
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
Secure Unified Endpoint Management 21.0.3
Published August 28th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 21.0 Update 3 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements Please refer to: Installation Guide II:
Classic to Co-Management Migration for Windows 10/11 Devices
Published August 30th, 2025 by Daniel White
Classic to Modern Management With the power of Matrix42 Unified Endpoint Management it's very easy to perform a bulk-migration from a traditional or classic management system, like Empirum, to new modern management scenarios with Silverback. As an outcome, devices will be co-managed by Empirum and Silverback with all positive effects for you and you
Admin Guide Part I: Role Based Access
Published September 3rd, 2025 by Daniel White
General Silverback supports several system user roles with different levels of authorization and with different levels of access to parts of Silverback. Please review the access levels for each different role in the table below: The default Admin account within the Silverback Management Console is a SYSTEM user that cannot be deleted. Overview A
Secure Unified Endpoint Management 21.0.1
Published August 29th, 2025 by Daniel White
About this Release Matrix42 Secure Unified Endpoint Management 21.0 Update 1 provides new and improved features that have been implemented. During the development of this version, we have been focusing on valued feedback from our customers and partners to provide an ideal feature selection. System Requirements See system requirements document. Cloud
Fragments Data Service: Add Fragment Relation
Published August 26th, 2025 by Daniel White
Details Adds relation to the Database defined by Data Definition name, fragment ID and Relation name. The operation is required for managing many-to-many relations. The operation adds a single object to relation. If you need to add multiple relations to the object, you need to make a call of the Service for each of them Request URL POST https://{se
macOS Guide V: Deploy Apps
Published September 3rd, 2025 by Daniel White
Add an Application Matrix42 allows you to add *pkg files for macOS devices and deploy application via the Volume Purchase Program. Please refer to our Management Guide Part IV: App Portal In order to deploy applications you need to do the following general steps: Add Enterprise application to the Silverback App Portal Assign public and internal apps
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
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
macOS Guide III: Devices
Published September 3rd, 2025 by Daniel White
Devices Navigate back or open your Silverback Management Console Login as an Administrator Navigate to Devices Once your device is enrolled you will find the device here Adjust your columns (optional) This part is a repetition of iOS Guide III: Devices and can be skipped Hover over the Username column and click the arrow button Disable Battery (opti
OneDrive Tenant Configuration for Microsoft 365 Service Connection
Published September 18th, 2025 by Daniel White
To register DWP for Microsoft 365 Service Connections integration, start with registering ESMP at the Microsoft identity platform. On the Microsoft Azure Portal home page, go to the Azure services section or use the Search resources search bar and open App registrations: Microsoft Azure Portal: App registrations Provide a Name for the application.
Automatic change of license model with downgrades
Published August 13th, 2025 by Daniel White
Overview Since license requirements must be entitled with licenses that use the same license model, the entitlement might not happen automatically for downgrades if the available licenses of the corresponding software product have a different license model. In such a scenario you must change the license model of the license requirement to make the s
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
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
Configuration Error
Published July 18th, 2025 by Daniel White
This topic guides troubleshooting (including error IDs). The provided information concerns error messages related to the installation routine. 0101 - Configuration Error - Target folder disc space error Summary Insufficient free disk space on the target drive. Please check the minimum system hardware requirements here. Handling Check free space on
macOS Guide II : Connect a device
Published September 3rd, 2025 by Daniel White
Enrollment Process An enrollment of macOS devices can be carried out with Silverback in several variants, as the following overview will demonstrate. In this getting started guide, we will focus on the User driven process with the Self Service Portal. Initiator Method Additional Links Administrator driven process with the Management Console Administ
Fragments Data Service: Delete Fragment
Published August 26th, 2025 by Daniel White
Details Deletes the fragment from Database defined by the Data Definition name and the object ID. The operation is required for cases of multi-fragments or optional fragments. Request URL DELETE https://{server_domain}/m42Services/api/data/fragments/{ddname}/{objectid:guid} URL Attributes URL Attribute Description Type Required ddName Technical nam
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
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
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
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
Front End Public API
Published August 26th, 2025 by Daniel White
Overview For the deep integration with the UUX, it is possible to use a Public Module inside custom Frontend Workspaces. It is highly recommended not to use services and methods not from a Public Module because they can have breaking changes. To use it, inject public service 'mx.sb.public.service' into your component controller (or service): class C
Apple TV Guide IV: Create a Tag and assign it
Published September 3rd, 2025 by Daniel White
Create a Tag Please refer to our Management Guide Part III: Tags for further information. In this Guide we will create a random Tag and assign it to your first device. Open your Silverback Management Console (e.g https://silverback.imagoverum.com/admin) Login as an Administrator Navigate to Tags Click New Tag Enter a friendly name (required) Ente
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.
Workflow Migration
Published September 16th, 2025 by Daniel White
Overview The Workflow Migration area offers the possibility to manage and monitor workflows that were built on the previous version (Service Store 5.x) of the workflow engine. It is split in the following two parts: Workflows Manage workflows that were built on the previous version of the workflow engine. Workflow Instances Monitor workflow instance
AppleTV Guide III: Devices
Published September 3rd, 2025 by Daniel White
Devices Navigate back or open your Silverback Management Console Login as an Administrator Navigate to Devices Once your device is enrolled you will find the device here Adjust your columns (optional) This part is a repetition of iOS Guide III: Devices and can be skipped Hover over the Username column and click the arrow button Disable Battery (opti
AppleTV Guide II : Connect a device
Published September 3rd, 2025 by Daniel White
Enrollment with Apple Configurator Prerequisites: Accomplished Apple Deployment Programs I: Create Managed Apple ID Created Organization in Apple Configurator. Please refer to: Apple Deployment Programs IV: Manually add devices to DEP Installed Apple Configurator on your macOS. Please refer to: Apple Deployment Programs IV: Manually add devices to
Workflow Public API
Published August 26th, 2025 by Daniel White
Overview The article introduces the present Public API methods for handling operation with the Workflows Start Workflow Begins the execution of a Workflow Instance. The operation executed asynchronously, what means the Workflow Instance is not created instantly during the method execution, but the start command sets to the Queue, and waits until the
Test Automation of SolutionBuilder applications: Running e2e for Hotfixes
Published September 15th, 2025 by Daniel White
To run e2e tests for Hotfix do the following: Get release branch sources from VSTS (e.g. c:\dev\9.1.0) Get binaries by running UpdateContinuousBuildBinaries.cmd (e.g. c:\dev\9.1.0\UpdateContinuousBuildBinaries.cmd) Install the application if you haven't prepared Hotfix for this release before otherwise run Deployment.SwitchEnvironment.cmd (e.g. c:\d
AppleTV Guide I : Basics
Published September 3rd, 2025 by Daniel White
Before you Start Depending on your starting point please choose your follow up path: On-Premise Customer : If you don't have an Matrix42 Account, please start creating it: iOS Guide I : Basics When you have successfully accomplished Silverback Installation and Configuration Guide and your Active Directory is connected, then Proceed with Establish Ap
Windows 10/11 Guide V: Deploy Apps
Published September 3rd, 2025 by Daniel White
Add an Application Matrix42 allows you to add MSI Installations for Windows 10/11 devices. Enterprise apps can be pushed directly from the Matrix42 Silverback Server to the device. Please refer to our Management Guide Part IV: App Portal In order to deploy applications you need to do the following general steps: Add Enterprise application to the S
Windows 10/11 Guide IV: Create a Tag and assign it
Published September 3rd, 2025 by Daniel White
Create a Tag Please refer to our Management Guide Part III: Tags for further information. In this Guide we will create a random Tag and assign it to your first device. Open your Silverback Management Console (e.g https://silverback.imagoverum.com/admin) Login as an Administrator Navigate to Tags Click New Tag Enter a friendly name (required) Ente
Windows 10/11 Guide III: Devices
Published September 3rd, 2025 by Daniel White
Devices Navigate back or open your Silverback Management Console Login as an Administrator Navigate to Devices Once your device is enrolled you will see it here Adjust your colums Hover over the Username column and click the arrow button Disable Storage Enable Device Name Try a couple of things to customize your view Check your surroundings You wi
iOS Guide II : Connect a device
Published September 3rd, 2025 by Daniel White
Enrollment Process An enrollment of iOS and iPadOS devices can be carried out with Silverback in several variants, as the following overview will demonstrate. In this getting started guide, we will focus on the User driven process with the Self Service Portal. Initiator Method Additional Links Administrator driven process with the Management Console
Android Guide V: Deploy Apps
Published September 3rd, 2025 by Daniel White
Add an Application Navigate to App Portal Navigate to Android or Samsung Knox Click New Application Change Type to App Store Enter as a Name e.g. Microsoft Teams Add as description Microsoft Teams is a business communication platform that offers workspace chat and videoconferencing, file storage, and application integration Enter as URL e.g. https:/
License Models for VMware vCenter
Published August 14th, 2025 by Daniel White
Introduction The License Intelligence Service (LIS) provides a couple of license models for VMware vCenter (vSphere) licensing. This article explains, how they work - however, please note that this is not a documentation of VMware licensing terms. Please check the official licensing terms publications and your agreements, contracts and purchases. Li
Android Guide III: Devices
Published September 3rd, 2025 by Daniel White
Devices Navigate back or open your Silverback Management Console Login as an Administrator Navigate to Devices Once your device is enrolled and the App Portal icon is visible on the Android or Samsung Knox device you will see the device here Adjust your colums Hover over the Username column and click the arrow button Disable Battery (optional) Disab
Checking for possible entitlement of license requirements
Published August 13th, 2025 by Daniel White
Overview Sometimes a license requirement is not licensed despite the fact that the system contains matching licenses. In this case you can analyze the possible entitlement chart for a license requirement. The chart gives you transparency about possible entitlement of a license requirement. It groups all relevant licenses that are not used for this r
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
Android Guide I: Basics
Published September 3rd, 2025 by Daniel White
Before you Start On-Premise Customers: When you have already successfully accomplished Silverback Installation and Configuration Guide Proceed with Android Guide II: Connect your device Or proceed temporarily with local users Cloud Customers: (optional) Connect first your Active Directory and other services with the following Guide: Silverback Ins
Company Branding II: Self Service Portal Enrollment Page
Published September 3rd, 2025 by Daniel White
Self Service Portal Enrollment Page After your customization of the Administrator and Self Service Portal login pages, you can define the walkthrough process for each end user. The following optional settings are available Settings Require Policy Agreement Enables a checkbox which needs to be accepted before users can create an enrollment token Poli
Admin Guide Part IV: Update Active User Details
Published September 4th, 2025 by Daniel White
Open User Settings Modifying the current user’s details can be done by clicking on the User Settings icon in the Silverback Management Console Page. Edit Fields Field Description Email Email Address for the logged in user Old Password Current Password for the user (required when changing the users password). New Password Field for entering in a new
Company Branding I: Startup Page
Published September 3rd, 2025 by Daniel White
Silverback offers the ability to brand your Silverback Management Console Login page and the Self-Service Portal page. This helps to provide a recognizable look and feel for end users and can be done with just a few steps. First you should choose if you want to use the banner or the logo format. Second choose if you want to add a footnote. Scroll do
Web Settings Guide I: Create Settings Admin
Published September 4th, 2025 by Daniel White
Creating a settings Admin There is no default Settings Administrator account, so one must be created first. To create one, follow these steps: Login to your Silverback by Matrix42 Admin console as an Administrator. The Admin URL is typically similar to https://silverback.imagoverum.com/admin After logging in, click the Admin Tab From the Admin Tab,
Compliance status and inventory status of software products
Published August 13th, 2025 by Daniel White
Overview You can analyze the compliance and inventory statuses for each software product in the system. The compliance status evaluates the number of license requirements and their status. The inventory status shows the number of licenses, their usage and validity. Analyzing compliance and inventory of a software product To view compliance and inven
Cloud Connector Guide II: On-Premise Customers
Published September 2nd, 2025 by Daniel White
Cloud Connector Configuration This section describes the cloud connector configuration for On-Premise Scenarios. The Cloud Connector ensures for the Silverback server to be located in a remote and network separated environment. With the Cloud Connector in place, Silverback can establish a direct communication only through the Cloud Connector to your
Cloud Connector
Published September 2nd, 2025 by Daniel White
MATRIX42 SILVERBACK Is an easy, scalable and secure device management for tablets and smartphones, including Android Enterprise, Windows 10/11, iOS, iPadOS, tvOS and macOS. As a part of Unified Endpoint Management, Enterprise mobility is complex, but managing and using it shouldn’t be. Which is why Silverback by Matrix42 makes enterprise mobility ea
Silversync Guide VI: Access on Android
Published September 2nd, 2025 by Daniel White
Before you Start On Android and Samsung Knox devices, the Matrix42 Documents application exclusively provides access to Mobile Content Management with encryption options provided by EgoSecure Data Protection. The feature set of the Matrix42 documents app generally includes access Matrix42 Silversync file shares and Microsoft Sharepoint repositories.
Silversync Guide VII: Personal File Management
Published September 2nd, 2025 by Daniel White
Personal File Management Personal File Management is a web-based user's personal storage space that allows users to upload or download their own content via Silversync. Administrators define a location on the Silversync server and when users log in via the web interface and upload files, the system automatically creates a dedicated user folder for w
Silversync Guide IV: Content Distribution
Published September 2nd, 2025 by Daniel White
Create a Tag Open your Silverback Management Console and Login as an Administrator Navigate to Tags Click New Tag Enter a name for the Tag, e.g. Silversync Content Enter a description (optional) Enable the Content feature Enable the Apps Feature Enable the Device Types you want to grant access to the content Supported Device Types iPhone iPad Androi
Silversync Guide II: Installation
Published September 2nd, 2025 by Daniel White
Silversync Installation Silversync requires a working Silverback instance and this document will guide you through a typical installation of the Silversync component of Matrix42 Silverback and provide guidance on configuring the system for a successful deployment. For advanced configuration or special requirements, please contact your technical cont
How to manage the end of maintenance for software products available in the non-specific version only
Published August 14th, 2025 by Daniel White
Introduction The following software products are provided in Matrix42 Enterprise Service Management exclusively in the non-specific version: Microsoft, Core Infrastructure Server (CIS) Suite Standard, Non-specific Microsoft, Core Infrastructure Server (CIS) Suite Datacenter, Non-specific Microsoft, Core CAL Suite - User CAL, Non-specific Microsoft,
Automate license requirements for Matrix42 Enterprise Service Management
Published August 13th, 2025 by Daniel White
This article applies to version 9.1.2 and later. Introduction Matrix42 Enterprise Service Management consists of different products. All of them are installed with the installation program. Accordingly, there is only one fingerprint that does not tell about the products that are enabled by certificates and thus relevant for licensing and complianc
Android Enterprise III: Set up Work Profiles on personal devices
Published September 6th, 2025 by Daniel White
Work Profiles on Android Enterprise Work Profiles are designed for "Bring your own device" and "Corporate-Owned, Personally Enabled" scenarios. Silverback is on Android Enterprise able to create a work profile that although sits entirely separately encrypted on disk. It utilizes also completely different encryption keys for work/personal areas and i
Android Enterprise IV: Mobile Application Management
Published September 6th, 2025 by Daniel White
Mobile Application Management Android Enterprise offers the ability for a corporate Managed Play, which contains only Administrator approved applications for enterprises. In general the Mobile Application Management is quite familiar with other applications: Create a Managed Play application and assign them to a Tag. Afterwards they will appear in M
Android Enterprise V: ZeroTouch Enrollment
Published September 6th, 2025 by Daniel White
Zero-touch Enrollment Zero-touch Enrollment is an automated deployment method for Android Enterprise devices that simplifies the setup process by applying configurations as soon as the device is first turned on. This eliminates the need for manual setup, ensuring that devices are ready to use with the required policies, apps, and security settings i
API Integration
Published September 8th, 2025 by Daniel White
Overview This area provides an overview on integrating with the Silverback server API. The API integration guide aims to provide the administrator with the ability to generate tokens and connect to the API for performing desired management functions. The Integration guide covers the following topics: Create Token Perform API Calls Paging Identifier
License requirements created from Service Catalog bookings
Published August 14th, 2025 by Daniel White
Overview License management provides integration with Service Catalog and Self Service Portal by maintaining license requirements that are based on assigned services. You can set up the automatic creation of license requirements for services associated with the usage of software products. How to create license requirements based on services To creat
Apple Deployment Programs IV: Manually add devices to DEP
Published September 6th, 2025 by Daniel White
This article describes how devices running on iOS 11 or higher can be added to your Device Enrollment Program with the Apple Configurator, hosted on a macOS device. This allows even devices not purchased through Apple or any certified Device Enrollment Program reseller to participate in the Device Enrollment Program. By adding devices manually to th
Apple Deployment Programs V: VPP in Silverback
Published September 6th, 2025 by Daniel White
Register Volume Purchase Program Enrollment into Volume Purchase Program is handled in Apple Business Manager Configuration part. Shop Application Login to Apple Business Manager Navigate to Apps and Books Search for Application by Name, Keyword, ISBN, or URL Select your search Choose a Location where you want to assign this app Enter a quantity: e.
Apple Deployment Programs VI: User Enrollment
Published September 6th, 2025 by Daniel White
Overview With Matrix42 Silverback, you can use Apple User Enrollment to enroll and manage user-owned iOS/iPadOS and macOS devices. The purpose of the User Enrollment method or approach provided by Apple is to provide an enrollment solution specifically for bring-your-own-device (BYOD) scenarios. User Enrollment is a distinctly different enrollment m
Certification Authority Integration
Published September 6th, 2025 by Daniel White
Introduction The following guides will include the information necessary to integrate Silverback with a Microsoft Active Directory Certification Authority, which can be used to distribute user-based identity certificates to users' devices as they enroll into Silverback. Before you start please note that you have different options for the Certificati
Setting a license custodian for software products
Published August 14th, 2025 by Daniel White
Overview If you use compliance company codes in your system, in a general case license requirements belonging to a company code can be entitled only by Global licenses and licenses belonging to the same company code. However, you can use the Set License Custodian action for a software product belonging to a company code. It lets you assign an additi
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
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
Fixing failed validation of an invalid license
Published August 14th, 2025 by Daniel White
Overview After you save a license, validation is carried out. The validation result is displayed in the Validation Details section on a license preview and under the Usage Rights section on the General page of the license dialog. Below you can find guidelines on fixing validation issues. Failed validation messages Software Product Missing Go to the
Enhanced Color Contrast
Published September 13th, 2025 by Daniel White
Overview Enhance Color Contrast mode is an accessibility feature designed to make it easier for visually impaired users to see the screen. When turned on, contrast mode changes the look of Matrix42 applications by adjusting the colors, backgrounds, and brightness of elements on the screen, highlighting, underlining, or accentuating some user interfa
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
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
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