Release Notes

Improvements

• Internal improvements: Code quality and maintainability enhancements identified through static analysis.

Bug Fixes

• Fixed an issue where the classification endpoint would report the following error: Each category must include at least one value.
• Feedback would not be preserved after closing and reopening the Classification, Summarization, and Resolution Helper widgets. This included the Assistant's replies in the chat.
• Placeholder text in the input field would not adapt to breakpoints.
• The Settings icon would not be available when no item was opened in preview mode. This affected the Summarization and Resolution Helper widgets.
• The AI disclaimer would display in error and custom message screens, even with no selected tickets.

Known Issues

• Widgets do not open on small screens.

Bug Fixes

• Fixed a bug where using the status filter for searches did not handle multiple statuses at the same time.

New Features and Improvements

The following new features and improvements have been introduced:

• Status filter: You can filter content by status when searching for information. You can include multiple statuses in the same search.
• The widget and toolbar styles were updated for small, medium-sized, and large screens.
• For extra small screens, action buttons are now grouped in a drop-down menu.
• The German translation of the term Resolution Helper was improved.
• Additional improvements for widget size and display.

Bug Fixes

• When switching to the German language and opening the Resolution Helper widget, the AI Assist toolbar title width would break.
• User interface elements and text would display incorrectly on extra-small screens.
• KBA Drafting would not show selected items when clicking Back on Recently created KBAs.
• The Resolution Helper would display Generated 1 min ago regardless of the actual time passed since generating the solution.
• The formatting applied during KBA Drafting in Preview mode is preserved in the solution field upon clicking Accept & Edit.

New Features and Improvements

The following new features and improvements have been introduced:

• KBA Drafting:
  • The system now prefills the Keywords field with generated content in the KBA Drafting widget.
• AI Assist toolbar:
  • The copy-paste icon has been updated and is now used everywhere in the toolbar.
  • The title of the open widgets is now displayed on the toolbar.
• AI action buttons are now always enabled. When disabled, preview a ticket to get details on how to enable functionalities for each button.
• Notifications display whenever AI Actions generate content or perform an action, even when you close the widget. Notifications are available for the following:
  • KBA Drafting
  • Summary
  • Resolution Helper (when generating content; does not display notifications for searching)

Bug Fixes

• Tickets aligned with the toolbar button could not be selected when the AI Assist toolbar was closed.
• Fixed a bug where the Clear Chat and the AI Disclaimer buttons would float when starting a conversation. The buttons are now fixed at the bottom of the chat.

New Features and Improvements

The following new features and improvements have been introduced:

• Knowledge base articles:
  • The KBA Drafting widget has a Preview screen where you can review, edit, or regenerate content for articles.
  • The Categories tab in the generated knowledge base articles is automatically prefilled with categories from the included tickets. This ensures articles are automatically and properly categorized.
  • Knowledge base articles used in the AI chat and the Resolution Helper are in a final status, which ensures that information has been properly verified.
  • You can open the KBA Drafting widget simultaneously with other widgets.
• Knowledge Discovery for Agents now provides a list of shortcuts that help you generate, find, or edit content appropriate for your needs.
• Localization for the Knowledge Discovery for Agents shortcuts is in progress.
• Search results in the chat now display the state and rating (where applicable) for knowledge base articles,  tickets, and services.
• The minimized or maximized state of widgets is now persistent and carries over from widget to widget.
• The size and positioning of widgets on the AI Assist toolbar were improved.

Bug Fixes

• After a reply failed to be generated, the Clear Chat button and the AI warning text were displayed too close to the chat prompt.
• When switching the language in the Digital Workspace Platform to Arabic, the AI Assist bar button would be partially or entirely hidden, depending on whether the Matrix42 side menu was collapsed or not.
• When switching the language in the Digital Workspace Platform to Arabic, the line under KBA drafting would be shifted to the left.

New Features and Improvements

The following new features and improvements have been introduced:

• User-defined settings:
  • Target language
  • Tone
  • Audience
• Summary: Selection of sections for summary (Communication, Actions taken)
• Summary, Resolution: Option to add ticket number and link when copying to the clipboard
• More details toggle at Resolution helper, to show more information on data cards
• Transfer of preview formatting to actions 'Use to close ticket' and 'Use as e-mail'
• Action Credit threshold and alarming settings in the consumption dashboard
• Ingestion status in the data usage dashboard
• Knowledge Discovery for Agents
• Support of Service Configuration Items 
• Search results pagination (up to 15 results)
• Dark Theme Support

Bug fixes

• AI Assist bar is hidden behind area showing grouped objects

Known Issues

• Paging is available on both sections (skipped and used tickets) at KBA Drafting.

New Features and Improvements

The following improvements have been made:

• Proposal of Categories as part of classification supports complex category trees
• 'KBA Drafting' is available when a preview is open
• Consumption Dashboard - showing current consumption of Action Credits
• Data Processing Dashboard - showing the current status of ingestion
• Preview of Action Credit consumption settings

We decided to remove the 'User mood' from our capability set due to concerns regarding the EU AI Act. 

You can read more details on these features here.

Known Issues

• Error message on page refresh after using action 'Use to close ticket"' in Resolution Helper
  The error message is caused by an outdated URL, but is not impacting the overall functionality of the close action.
• When using the Dark Theme
  • The font color for the created solution using the Resolution Helper is not changed, making it hard to read
  • The font color for additional category proposals and the button to view them is not changed, making it hard to read

New Features and Improvements

The Resolution Helper can now automatically generate solutions based on knowledge base articles and similar closed tickets. The solutions can be applied to the ticket directly or used in an e-mail. 

Also, Knowledge Base articles can be drafted via the KBA Drafting section of the AI Assist toolbar. 

You can read more details on these features here.

Known Issues

• Several strings in the AI Assist toolbar are not localized.
• Generating Knowledge Base Articles fails for articles with too much content (long descriptions or numerous attachments).
• Categories for generated Knowledge Base Articles are not filled in by default.

New Features and Improvements

The new Resolution Helper feature for the AI Assist toolbar enables Agents to find knowledge base articles and similar tickets to the issue they are viewing at a glance.

You can read more details on this feature here.

New Features and Improvements

• All the strings that are displayed in the UI are now localized for the Summary, User Mood and Classification sections.
• Updated the Category Suggestions to display the first and the last item from the hierarchy instead of only the last two.
• Localization is now supported for the following languages:
  • German
  • Italian
  • Spanish
  • French
  • Polish
  • Portuguese

Bug Fixes

• In the Classification section, removing Impact and Urgency suggestions caused only the first suggestion for Category to be displayed.
• When selecting the User Mood section, the localized string for the Generating... message was not displayed.
• The symbols for Suggestions applied and Suggestions dismissed were inconsistent in the Classification section of the AI Assist toolbar.
• In the Classification section, if there were not enough characters in the issue to suggest a classification, the Suggestion dismissed message was displayed instead of the correct message informing the user that there were not enough characters. 
• In the Classification section, dismissing the suggestions one by one and then clicking Apply All would display a message that would state the suggestions were applied, even though no changes were actually made.
• The suggested sections were not correctly displayed in the Classification section.

Known Issues

You can read more details on each feature here.

New Features and Improvements

For Service Desk deployments, the AI Assist toolbar now enables you to use the following features when handling tickets:

• Classification, which generates automated category, impact, and urgency proposals for faster ticket management.
• User Mood, which uses sentiment analysis to facilitate tailored responses.
• Summary, which provides ticket summarization for streamlined processing.

Good to know

• The AI Assist toolbar is only available for Preview dialogs; Edit dialog support is in the works.
• Only the last 5 actions on a ticket are considered in the Summary.
• Dark Theme is not yet supported.
• Generate Summary provides the summary based on your ESM profile (UI) language setting
• Supported output languages*:
  • English
• Output languages that are coming soon:
  • Spanish
  • French
  • Polish
  • German
  • Portuguese
  • Italian

Known Issues

• The AI Assist bar closes when only one proposed value like Category or Impact is applied.

Please note that all Known Issues reported in past versions are still present in the current version unless explicitly stated differently. 

You can read more details on each feature here.