Master Data Guide
- Starting with Master Data
- This guide provides an overview of product features and related best practices on managing master data in your system.
- Service Catalog Guide
- Starting with Service Catalog
- AD Group Membership
- Approval Profiles in Service Approval
- Assigned Assets
- E-mail notifications in Service Catalog
- Enrolled Mobile Devices
- Generic Detection
- Installed Software
- Integration with other applications
- Overview of the Service Catalog features
- Service Catalog settings
- Service Demand Detection
- Service Lifecycle
- Standard Roles and Permissions
- Usage of approval and provisioning workflows
- Understanding Service Catalog
- Announcements
- Catalogs
- Configuration and properties of combined services
- Configuration and properties of simple services
- Orders and bookings
- Portal categories
- Reporting key data in Service Catalog
- Service Catalog Dashboard
- Service Catalog overview
- Service portfolio
- Using services as technical targets
- Walkthrough 1: Configuring a service in the hardware area
- Walkthrough 2: Configuring a service in the software area
- Walkthrough 3: Configuring a bundle
- Working with Service Catalog Dashboard
- Use Cases in Service Catalog
- Approvals App
- Starting with Service Catalog
- Service Desk Guide
- Starting with Service Desk
- Access to actions
- Access to data
- Access to navigation items
- Adding data about employees and assets
- Asset scope
- Assigning roles
- Availability
- Category scope
- Closing reasons of a change
- Configuring Microsoft Azure settings for the E-mail Robot service connection
- Creating an Operation Level Agreement
- Creating an Underpinning Contract
- Creating a service level
- Creating a Service Level Agreement
- Creating categories
- Creating change templates
- Creating email signatures
- Creating email templates
- Creating quick calls
- Creating roles
- Creating task templates
- Defining holidays
- Defining work times
- Example 1: basic calculation
- Example 2: Creation date outside working times
- Example 3: Moving escalation points to a working day
- Example 4: Escalation points outside working times
- Example 5: Service level units in hours and days
- Example 6: Moving escalation points
- Example 7: Creation date outside working times, ticket paused
- Filling out the master data
- Functional principles
- Importing mobile devices
- Phases/statuses of a change request
- Service Desk global settings and E-Mail Robot
- Standard roles and permissions
- Ticket lifecycle
- What is a Service Level Agreement
- Workflow-based change management process
- Understanding Service Desk
- AD configuration settings for the Reset Account action
- Announcement
- Appointment
- Automatically apply the tightest Service Level Agreement when updating activities
- Automatic time tracking
- Backlog
- Change request
- Incident
- Inheriting ownership for tasks, change requests and problems
- Knowledge base article
- Known errors
- Note
- Prefilling asset when a ticket is reported
- Problem
- Reporting key data in Service Desk
- Service Desk Dashboard
- Service Level Agreement (SLA), Operation Level Agreement (OLA), Underpinning Contract (UC)
- Service time profile
- Task
- The Send E-Mail action
- The Take Over action
- Tracking working time
- Track activities with new information received
- Using OLAs to facilitate resolution of activities
- Working with dashboards in Service Desk
- Use Cases in Service Desk
- Accepting an incident
- Archiving outdated incidents
- Assigning services
- Closing an incident
- Closing a problem
- Creating an incident
- Creating an incident with a quick call
- Creating appointments
- Creating notes
- Deleting objects in Service Desk
- Editing an incident
- Forwarding an incident
- Managing announcements
- Managing change requests
- Managing journal entries
- Managing knowledge base articles
- Managing tasks
- Marking problems as known errors
- Merging incidents
- Merging problems
- Pausing an incident
- Pausing a problem
- Recovering a computer
- Reinstalling a computer
- Repairing services
- Resetting user accounts for incidents
- Resolving incidents and service requests
- Searching for incidents
- Searching for problems
- Searching for tickets
- Service Desk: Mobile Device Management activities
- Service Desk E-mail Notifications
- Starting remote support
- Taking over an incident
- Unassigning services
- Working with problems
- Enterprise Queue Management (EQM)
- Matrix42 Call Tracker
- Starting with Service Desk
- Self Service Portal Guide
- Starting with Self Service Portal
- Use cases in Self Service Portal
- Accepting provided services
- Approving or declining orders
- Defining a delegate
- Managing change requests
- Managing Incidents
- Managing knowledge base articles
- Managing mobile devices
- Managing personal data
- Managing tickets
- Monitoring orders
- Ordering services
- Reordering existing orders
- Repairing services
- Reporting key data in Self Service Portal
- Returning services
- Searching address book contacts
- Sorting services by relevance in Portal
- Submitting feedback to Matrix42
- Viewing announcements
- Working with the Workplace area
- Administration Guide
- Administration and Configuration
- Integration
- Integration framework
- Built-in data providers
- Built-in data providers overview
- How to configure and activate the Empirum connector
- How to configure LIS-Online Update data provider
- Matrix42 MyWorkspace
- MWM AirWatch
- MWM Silverback
- Prerequisites for using the Empirum connector
- Rules for data synchronization
- SCCM inventory and Enterprise Manager inventory
- Troubleshooting for Empirum connector
- Virtual infrastructure, software, and hardware inventory
- How to configure and activate the inventory data providers
- How to check the inventory results
- Importing motion history for virtual machines
- Prerequisites for Citrix XenServer Inventory
- Prerequisites for Microsoft Hyper-V Inventory
- Prerequisites for Unix inventory
- Prerequisites for VMware vCenter Inventory
- Prerequisites for Windows inventory
- Data provider attribute field mapping
- Empirum connector attribute mapping
- Hyper-V, XenServer and vCenter inventory attribute mapping
- MDM AirWatch data provider attribute mapping
- SCCM data provider attribute mapping
- Silverback data provider attribute mapping
- Unix inventory data provider attribute mapping
- Windows inventory data provider attribute mapping
- Release Notes
- Database Schema Changes 10.0.2 (LTSB)
- Database Schema Changes 10.0.x
- Database Schema Changes 10.1.x
- Database Schema Changes 11.0.x
- Database Schema Changes 12.0.x
- Database Schema Changes 12.1.x
- Database Schema Changes 9.0.x
- Database Schema Changes 9.1.x
- Important or Breaking Changes
- Known Errors
- Release Notes for Enterprise Service Management and Digital Workspace Platform 10.0 Update 2
- Release Notes for Enterprise Service Management and Digital Workspace Platform 10.0 Update 3
- Release Notes for Enterprise Service Management and Digital Workspace Platform 10.1
- Release Notes for Enterprise Service Management and Digital Workspace Platform 10.1 Update 1
- Release Notes for Enterprise Service Management and Digital Workspace Platform 11.0
- Release Notes for Enterprise Service Management and Digital Workspace Platform 11.0.1
- Release Notes for Enterprise Service Management and Digital Workspace Platform 11.0.2
- Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0
- Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.1
- Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.2
- Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.3
- Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.4
- Release Notes for Enterprise Service Management and Digital Workspace Platform 12.0.5
- Release Notes for Enterprise Service Management 12.1
- Release Notes for Enterprise Service Management and Digital Workspace Platform 10.0 Update 4
- Release Notes for Software Asset and Service Management 10.0
- Release Notes for Software Asset and Service Management 10.0 Update 1
- Release Notes for Software Asset and Service Management 9.1
- Release Notes for Software Asset and Service Management 9.1 Update 1
- Release Notes for Software Asset and Service Management 9.1 Update 3 RC1
- Release Notes for Software Asset and Service Management 9.1 Update 3 (GA)
- Release Notes for Software Asset and Service Management 9.1 Update 3 RC2
- Release Notes for Software Asset and Service Management 9.1 Update 3 RC3
- Release Notes for Software Asset and Service Management 9.1 Update 2
- Solved Problems 10.0.x
- Solved Problems 10.1.x
- Solved Problems 11.0.x
- Solved Problems 12.0.x
- Solved Problems 12.1.x
- Solved Problems 9.1.x
- Solved Problems 9.0.x
- 030SolutionBuilder Guide
- Extensions
- Adobe Product Entitlements (Extension)
- Assigning users to Adobe Product Profiles by using services from Service Catalog
- Configuring and running the Adobe Product Entitlements data provider
- Creating the service connection for the Adobe Product Entitlements data provider
- Release Notes for Adobe Product Entitlements
- What is the Adobe Product Entitlements add-on
- AIOS Connectivity (Extension)
- Dependency Graph (Extension)
- Empirum Service Provisioning (Extension)
- Field Service Management (extension)
- Intune Provisioning (Extension)
- Maintenance and Blackout Windows (Extension)
- Matrix42 Virtual Support Agent Basic
- Microsoft 365 License Assignment (Extension)
- MS Teams Collaboration for Service Desk Agents (Extension)
- M42 Approvals App for Microsoft Teams
- Provisioning Workflow - Assign Azure Active Directory Group (Extension)
- SDDM Data Provider - CI, Service, Dependency Federation (Extension)
- Feature scope and attribute mapping
- Getting started with SDDM Data Provider - CI, Service, Dependency Federation
- Working with data imported to Enterprise Service Management
- Release Notes for SDDM Data Provider - CI, Service, Dependency Federation
- Adding custom attributes delivered from FireScope into ESM configuration items
- What is the SDDM Data Provider - CI, Service, Dependency Federation add-on
- Microsoft Teams Approval (Extension)
- SAP Discovery
- DWP Performance Analysis (Extension)
- Adobe Product Entitlements (Extension)
- Virtual Support Agent (Marvin) Guide
- Master Data Guide
