Frequently Asked Questions
This section covers the most frequent questions extracted from our customer base.
Are custom objects (extended schema) supported?
AI Search only supports default schema objects. The search in Self Service Portal is currently enabled for the following objects:
- Assets
- Services
- Service Bookings
- Orders
- Change Requests
- Tickets
- Knowledge Base Articles
Why is AI Search not working for all Navigation Items in the Self Service Portal?
Please make sure that the Navigation Item is selected to be used for Global Search. Another requirement is that the default Data Queries are used. The Self Service Portal (e.g.: Catalog, Knowledge Base) mainly uses Data Queries based on web services (OData Service) which require a predefined assignment to the AI Search functionality. Therefore OData services are not applied universally across the system, meaning each OData service has to handle search functionality individually.
For any other cases it should work out of the box.
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 12.1 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).
What data types are supported for upload?
To support search in Self Service Portal the following schema objects are supported for upload:
- Assets
- Services
- Service Bookings
- Orders
- Change Requests
- Tickets
- Knowledge Base Articles
More details can be found in the article Ingested Objects.