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 12.1.1 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 Enterprise Service Management ITSM solution benefits most from the first capabilities.
The 'Resolution Helper' provides 3 KBAs and 3 similar tickets, how are they selected?
We are using a hybrid search approach to identify the top 3 matching KBAs and similar tickets. The hybrid search combines keyword search (matching exact words) and semantic search (AI identifies the meaning), both returning a ranking. The ranking itself is based on how similar the current looked-up content is to already existing data.
Once the results of the hybrid search are available, re-ranking (a smart way to combine and order both search results) is applied to identify the final top 3.
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 a unique Category tree.