Add-Ons
- Enterprise Queue Management (EQM)
- Make use of well-established Service Desk mechanics to coordinate and fulfill customer requests to further improve your quality of service.
- Service Catalog Guide
- Approvals App
- Objects
- Service Catalog Basics
- Service Catalog configuration
- Service Desk Guide
- Preparations
- Adding Data about Employees and Assets
- AD Configuration Settings for "Reset Account" Action
- Assigning Roles
- Creating Roles
- Importing Mobile Devices
- Service Desk Global Settings and E-Mail Robot
- Service Level Management
- Creating an Operation Level Agreement
- Creating an Underpinning Contract
- Creating a Service Level
- Creating a Service Level Agreement
- 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
- Example: Filling Out a Service Level Agreement
- Templates
- Functional Principles
- Working with Service Desk
- Creating Appointments
- Creating Notes
- Deleting Objects in Service Desk
- Field Service Management
- Managing Announcements
- Managing Change Requests
- Managing Incidents
- Accepting an Incident
- Archiving Outdated Incidents
- Closing an Incident
- Creating an Incident
- Creating an Incident with a Quick Call
- Editing an Incident
- Forwarding an Incident
- Merging Incidents
- Pausing an Incident
- Recovering a Computer
- Reinstalling a Computer
- Repairing Services
- Resetting User Accounts for Incidents
- Searching for Incidents
- Service Desk: Mobile Device Management Activities
- Starting Remote Support
- Taking over an Incident
- Unassigning Services
- Managing Journal Entries
- Managing Knowledge Base Articles
- Managing Problems
- Managing Tasks
- Reporting Key Data in Service Desk
- Service Desk E-mail Notifications
- Tracking Working Time
- Working with Dashboard in Service Desk
- Configuration Items: Dialog Pages
- Common actions
- Configurations
- Working with Matrix 42 Call Tracker
- Preparations
- Self Service Portal Guide
- Scope of Features
- Standard Roles and Permissions
- Working with 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 Employee's Services
- Returning Services
- Searching Address Book Contacts
- Sorting Services by Relevance in Portal
- Submitting Feedback to Matrix42
- Viewing Announcements
- Workplace
- Administration Guide
- Administration and Configuration
- Integration
- Integration Framework
- Built-In Data Providers
- Data provider attribute field mapping
- Empirum connector attribute mapping
- Hyper-V, XenServer and vCenter inventory attribute mapping
- LDAP data provider attribute mapping
- MDM AirWatch data provider attribute mapping
- SCCM data provider attribute mapping
- Unix inventory data provider attribute mapping
- Windows inventory data provider attribute mapping
- Release Notes
- Database Schema Changes 10.0.x
- Database Schema Changes 9.0.x
- Database Schema Changes 9.1.x
- Important or Breaking Changes
- 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 10.0 Update 2
- 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 9.1.x
- Solved Problems 9.0.x
- 030SolutionBuilder Guide
- Service Management SaaS
- Concept: Azure AD (native) vs. Azure AD (with MyWorkspace): What's the Difference? Which Should You Choose?
- Concepts: Integration Framework and Data Providers
- FAQ: Service Management SaaS
- Getting started with Service Management SaaS
- HowTo: Configuration of Active Directory
- HowTo: Configuration of Active Directory Federation Services
- HowTo: Configuration of Azure Active Directory (Version 10.0.1 and higher)
- HowTo: Configuration of Azure Active Directory with MyWorkspace
- HowTo: Installation of Data Gateways
- Add-Ons
- Virtual Support Agent (Marvin) Guide
