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

About this Release

Known Issues

  • 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 will be fixed in the next Hotfix, and for the workaround, please edit the configuration file <ApplicaionFolder>\wm\config.json and set the actual Web Application Alias Name to "imgHosts"

    "imgHosts": {
        "default": "https://<ALIAS>",
        "rootFolder": ["/SPS/Images/", "/SPS/Forms/"],
        "attachments": "https://<ALIAS>/",
        "flags": "https://<ALIAS>"
     "reportingHosts": {
        "default": "https://<ALIAS>/SPS"
  • There is a rarely reproducible issue with Workflow Worker found.

    The logs can contain the following error stack trace:

    ERROR 66 ServiceLayer (null) (null) (null) (null) 10.0.2 - There was an error reading from the pipe: Unrecognized error 109 (0x6d).
    System.ServiceModel.CommunicationException: There was an error reading from the pipe: Unrecognized error 109 (0x6d). ---> System.IO.PipeException: There was an error reading from the pipe: Unrecognized error 109 (0x6d).
    at System.ServiceModel.Channels.PipeConnection.FinishSyncRead(Boolean traceExceptionsAsErrors)
    at System.ServiceModel.Channels.PipeConnection.Read(Byte[] buffer, Int32 offset, Int32 size, TimeSpan timeout)
    --- End of inner exception stack trace ---

    The issue fixed in 10.0.3. - Final Version

  • 287797: In Service Desk, report "Service Level Fulfillment" does not work
  • 283012: When setting up a Queue Profile the security role 'Administration' is available in the selection. Due to changes in permissions this might cause issues in system administration.
  • 282683: In case Activities are created at global Service Desk the agent notification is being sent to the responsible role including a link to the Activity. If the Activity later gets forwarded to a Queue users which do have access to the original link will still get access to the Activity even though security settings have been applied already.
  • Portuguese/Brazilian translation is not complete (new/changed text appears in English)
  • PRB35092: UUX: "ITSM Assign Queue Sub-Workflow" workflow terminates with an error running in AppFabric
    Solution: Problem was solved in release Hotfix
  • PRB35087: EMail Robot does not process mail - A workaround is available, please update our support before the actual update.
    Workaround: Replace the existing [update4u.SPS.MailServers.dll]  with the one attached to this article in folders: \bin, \svc\bin and \Web\bin under Installation folder
    Solution: Problem was solved in release Hotfix 

Functional Changes

This release provides a couple of functional changes - new features and improvements - listed here


Enterprise Service Management

  • Landing pages
    New configuration options with "prominent search" and "prominent tiles"
  • License Management Background Processing
    Full transparency about active processing with live-monitor on dashboard
  • Enterprise Queue Management
    Improvements with dedicated dashboards, mail-robot support, and default categories

Digital Workspace Platform

  • Configuration Packaging
    New technology in Matrix42 low-code platform that enables our customers, whether they are Business Users or Professional developers, to develop everything they can imagine and later on easily transfer recording as a Configuration Package to other systems or Matrix42 Marketplace.
  • Improved "New Configuration Item" wizard
    Building new Applications always starts with defining a Configuration Item, which becomes easy now when using the improved wizard.
  • Accessibility Improvements
    Now it will be much easier to find the right context-action in UUX for people with disabilities.
  • Product Usability
    Individual sorting of attachments, logical operators for column-based search filters, easier handling of log files, and many other


Replacing  Data Gateway with Matrix42 Workers

Matrix42 Worker becomes the universal approach for executing asynchronous background tasks in the Digital Workspace Platform. It also can play the role of the data gateway, or in other words, can be installed remotely and carries out the tasks for collecting data for Data Providers (as Matrix42 Data Gateway does).

Q2/2020 (10.0.1) All Data Gateways tasks (except Inventory of Citrix XenServer, Inventory of Microsoft Hyper-V, Inventory of VMware vCenter, LIS - Online Update,  Unix Inventory, Windows Inventory) by default running on present Worker.
Q4/2020 (10.0.2) All Data Gateways tasks assigned to be executed on Worker.

Discontinue Matrix42 Data Gateway service (together with Classical Console)

In case of Data Gateway installed remotely (not on App Server), make sure the Matrix42 Worker installed on the same computer and the relation to Data Gateway is set

If for whatever reason the Data Gateway task is failing on Matrix42 Worker, this task can be hand over back the Matrix42 Data Gateway.  For that, remove the reference to the Data Gateway in the appropriate Worker Dialog.

Secure Token Service as a default mechanism for authentication

The Secure Token Service is the only available option for authentication. STS will be automatically enabled for existing installations. There will be no possibility to deactivate the option.  In addition,  Force SSL option will be set. It means that when someone opens the console or the portal with the HTTP URL, they will be redirected to the HTTPS URL.

New Workflow Engine

New Workflow Engine is replacing the Workflow Engine based on Microsoft AppFabric. For more details please check Workflow Engine. The process of introducing a new Engine and full discontinue of the legacy AppFabric engines includes several steps to guarantee a smooth and reliable transition which excludes the data losses or manual routines.  

 The AppFabic  Workflow Engine will be discontinued in the following schedule:

Q1/2020 (10.0.0)

Final Technical Preview. Migration of the Custom Workflows and Custom Workflow Activities can be started. See, Workflows Migration

Q2/2020 (10.0.1)

Matrix42 Worker Engine can be used productively. AppFabric is the default Workflows Execution Engine. 


Matrix42 Worker Engine is the default Workflow engine. It is possible to selected Workflows to keep using legacy AppFabric Engine.

New e-mail Engine for standard e-mail Notifications.

New Email Engine has replaced Alerting Engine. Now the new Email Engine is used by default for processing all standard email notifications defined in the Compliance Rules. These changes are not applied to customized and custom Compliance Rules used in pair with the legacy Alerting Engine.

Please make sure that the customized and custom Email Descriptors are manually adjusted and corresponding Compliance Rules are switched to the new Email Engine as the Alerting Engine will be smoothly discontinued.

 The Alerting module will be discontinued in the following schedule:

Q3/2019 (9.1.2)

Default not-customized Mail Notification uses the new Email Engine


All Compliance Rules are automatically switched to use New Email Engine with the possibility to fallback.
Alerting is part of the delivery, but not maintained. In default Product Alerting keep being used for Compliance Rule Send Email Actions configured in Legacy Console


Alerting fully removed together with the discontinue of the Legacy (Classical) console.

Learn more on how to adjust Email Descriptors and migrate Compliance Rules to the new Email Engine.

End Of Sales - Classic UI

Since product version 10.0.0 the classic user interface can no longer be installed. However, to ensure backward compatibility, it can still be used on existing installations. In agreement with our support terms and conditions, the classic user interface will be supported until September 2021. After that point in time, the components for classic user interface will be completely removed from product releases.

If you need support or do have any particular questions, please reach out to the Matrix42 product management team.  

March 2020

End of ‘Classic UI – End of Sale’​  - The classic user interface can no longer be installed. 

September 2021

Complete shutdown of classic UI. Classic UI will no longer be shipped

Updating from previous versions

Important and Breaking Changes

Please review important or breaking changes that have been made since your currently installed version has been released.

Solved Problems

Please check solved problems that are relevant to you since your currently installed version has been released.

Database Schema Changes

Please check database schema changes that have been made since your currently installed version has been released.

Supported Versions

The setup program can be used to update existing installations of product version 8.0.2 or higher. 

Please refer to this article for more information about the support status of previous product versions.

Updating from Version

If you are updating from version, you must remove the following files from folder <setup folder>\root\web\bin before updating to this version:

  • extensibility.dll
  • update4u.Templates.VS2010.Addin.Workflows.dll
  • update4u.Templates.VS2010.Core.dll

Please note that if you want to update from any version before 8.1.7 directly to a 9.1.x version you need to take an intermediate step to 8.1.7.

Expired Maintenance for Version 9.0

Please note that with general availability of version 10.0 the maintenance for “Workspace Management 9.0” (latest update version provided is 9.0.4) has expired.
We strongly recommend that systems with this version are updated to a supported product version as soon as possible.

Dependencies with Add-ons

At least following add-ons must be updated for compatibility reasons:

If you have any other add-ons from Matrix42 Marketplace installed, please check compatibility with the corresponding publisher before installing this version.

General Information and Resources

Available information and resources about the product:

Technical Information

Make sure to install latest hotfix, available on product download page on Matrix42 Marketplace (see above) 


If you experience any problems regarding this version, please contact our support team:

Matrix42 Help Desk

Phone: +49 (69) 667 738 222

General information about Matrix42 support services can be found here:

Other Resources


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