Frequently Asked Questions
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 host the AI capability on-prem?
Due to the use of cloud services on-prem self-hosting of AI capabilities is not supported.
What are the system requirements?
Enterprise Service Management version 12.0.5 or higher, an ITSM Advanced or Enterprise subscription, and the New Look.
Which software products are compatible with Matrix42 Intelligence?
All Matrix42 products are supported. The ITSM solution benefits from the first capabilities.
What are the expected implementation times?
Currently, it takes about 10 minutes to configure, then the data has to be loaded and processed; this takes varying amounts of time depending on the volume (experience to date is 1-2 days).
We don't use dedicated Category trees for Tickets, Incidents, or Service requests. Which Category will be selected as the root Category for proposals?
The root Category is defined based on the Service Desk Global settings, and therefore, it supports both a dedicated and one unique Category tree.