Matrix42 Enterprise Documentation

Release Notes for Knowledge Discovery for End Users

Published November 17th, 2025 by Svitlana Sattler

Version 1.1.1 Knowledge Discover Package Installer Bug Fixes Fixed an issue that prevented successful environment updates by not removing certain obsolete artifacts. These leftover files required manual intervention and could block update procedures. Conversational AI 25.3.2.2 No changes to Conversational AI for this release. AI Core 1.1.22 New Feat

Release Notes for Matrix42 Enterprise 26.1

Published December 3rd, 2025 by Svitlana Sattler

About this Release This article covers a not-yet-released version and is provided for informational purposes only. 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 caref

Empirum Inventory Extension Overview

Published November 18th, 2025 by Svitlana Sattler

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

Conversational AI (CAI) and AiCore Installation and Configuration

Published December 2nd, 2025 by Svitlana Sattler

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

Cloud Control Panel (Extension)

Published October 22nd, 2025 by Svitlana Sattler

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

Release notes for Field Service Management

Published January 20th, 2026 by Svitlana Sattler

The Field Service Management Extension is available for download in the Matrix42 Extension Gallery. Field Service Management 1.0.0055 Extension uninstall cleanup: fixed an issue where the Team Dusty roster remained visible after uninstalling the package. Field Service Management 1.0.0051 Updated license Compatibility with Matrix42 Enterprise Service

Service Management Overview

Published September 23rd, 2025 by Svitlana Sattler

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

Unified User Experience Overview

Published January 28th, 2026 by Svitlana Sattler

Unified User Experience (UUX) for Secure Unified Endpoint Management (SUEM) is an extended console with added value for Unified Endpoint Management and EgoSecure Data Protection. It is based on the Matrix42 Enterprise Service Management Platform (Solution Builder). In addition to UUX for SUEM, Matrix42 provides dedicated UUX Apps for Unified Endpoin

Installation and Configuration

Published November 17th, 2025 by Svitlana Sattler

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

Generate Document Template

Published February 12th, 2026 by Svitlana Sattler

Details Generates a document of specified type (Plain Text, HTML, PDF, or in JSON format) based on the provided document template and additional input parameters. Supported starting with Enterprise Service Management Platform v.26.1 Request URL POST https://{server_name}/m42Services/api/documenttemplate/{documentTemplateObjectId}/generate Header

Solved Problems 25.4.x

Published October 30th, 2025 by Svitlana Sattler

Version 25.4 List of solved problems for Matrix42 Enterprise 25.4.x including all updates. Release 25.4.0.1284 (11.02.2026) Title Description PRB38883 Service layer crash due to target selection and assign service action malfunction PRB39140 Virtual Inventory Data Providers need configurable matching PRB39153 AD data provider collects only first val

Database Schema Changes 25.4.x

Published October 31st, 2025 by Svitlana Sattler

Version 25.4 25.4.0.1284 (11.02.2026) Added Tables Table Column ASMInventoryConnectorClassMatchingRule Expression-ObjectID ID MatchingAttributes Priority TimeStamp UsedInTypeASMInventoryConnectorTypeConfig Added Columns Table Column ASMGenericConnectorClassConfig UseCustomMatching 25.4.0.1239 (22.12.2025) Added Tables Table Column DwpFeatu

Enterprise in MS Teams App: Troubleshooting and Error Handling

Published November 4th, 2025 by Svitlana Sattler

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

Knowledge Discovery for End Users Overview

Published November 17th, 2025 by Svitlana Sattler

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

Security Management Overview

Published December 15th, 2025 by Svitlana Sattler

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

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

Published December 16th, 2025 by Svitlana Sattler

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

Apple Deployment Programs

Published December 18th, 2025 by Svitlana Sattler

Apple Business Manager or Apple School Manager is the place for IT teams to automate device deployment, purchase and distribute content, and manage roles in their organizations. Working seamlessly with Silverback, Apple Business and School Manager makes it easy to enroll devices, deploy content, and delegate administrative privileges. The Device Enr

Technical Prerequisites

Published November 17th, 2025 by Svitlana Sattler

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

Offline Installations

Published January 20th, 2026 by Svitlana Sattler

The UEM Agent checks the server availability during the start phase of the polling. If the UEM Agent is not able to connect to a server, it will go into an Offline Mode and stays there for the time of the installation phase. Obviously this mode has limitations. But the UEM Agent will still install software that is assigned if there is a downloaded v

Email Settings: Sending Mails Using Microsoft Graph scope Mail.Send

Published December 19th, 2025 by Svitlana Sattler

Overview Starting with version 26.1 email sending is supported via Microsoft Graph by introducing the Mail.Send permission in the Service Connections configuration. This enhancement enables applications to send emails over Microsoft Graph using HTTPS instead of relying on SMTP. This change addresses environments where SMTP cannot be used due to netw

Auto-Translation and Text Enhancement

Published January 12th, 2026 by Svitlana Sattler

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