Executive Summary

The Efecte Service Management Tool (ESM) 2024.2 release introduces many new features, extends the capabilities of the new agent UI, and makes Effie AI easier to start with. Additionally, the overall quality of the product has been improved with a range of bug fixes and other improvements.

Our efforts to renew the agent UI have proceeded to a stage where we are changing the name from Beta to Agent UI. The reason for this change is to drive user adoption, as we have reached a much higher level of maturity in our efforts to bring support for various user needs in the new UI. With this change, we are making the Agent UI available to users by default. This only enables the switch button in the top right corner and does not force users to use the new Agent UI or automatically make it their default UI. As we modernize the user experience of ESM to make it more intuitive and easier to use, we are introducing new view conditions that allow you to build reports as list views in the new Agent UI. We are also introducing support for viewing existing graphical views in the new UI (everything else except the multi-value stacked bar chart has been included).

Other key features now supported in the new Agent UI include full support for Decimal number data type, Data Card Transform support, ValueButton handler support, and improved Startup view selection. These already allow many users to use the new Agent UI daily, so try it out!

Meanwhile, we are also building more AI capabilities to equip support agents with smart tools to handle issues easily, communicate confidently, and get insights from service management data like never before. The Effie AI features in ESM, known as Effie AI for Agents, include several significant changes that make it easier than ever to get started.

• Effie AI Summarizer is now called Effie AI Actions to reflect its configurable aspect better—use out-of-the-box actions or configure your own to start leveraging Generative AI with contextual data easily.
• General availability of Effie AI Actions — You can control access to generative AI features, such as Effie AI Email and Effie AI Actions with the new Effie AI permissions module.
• Effie AI Actions is available as part of the free trial for Effie AI for Agents, where you can use up to 5 configurable actions 1000 times a month for free. This does not include access to a large language model required to power the feature. You can ask us for help to try out Efecte GenAI with Effie AI for Agents, or you can use your own OpenAI or Azure OpenAI tenant and connect that to Effie AI.
• Efecte GenAI now has BETA state multi-language support for Effie AI Email. You can utilize it to work confidently and efficiently in a multi-lingual support environment in English, Finnish, German, Swedish, Polish, and Spanish.

We are also introducing support for Matrix42 FastViewer as the new Remote Assistance tool. The Remote Assistance can be accessed directly from the ESM UI, and the agent can then share the session code with the end user so that they can connect to the same session. The remote assistance includes a free one-month trial that requires only activation; no configuration is needed. You can control access to the Remote Assistance feature in the user permissions for individual users or based on user roles.

Summary of 2024.2 releases

New Agent UI

Features and improvements

SUMA-38879 Datacard transform capabilities for new datacard view

Datacard transform is now supported in the new Agent UI. 

SUMA-39440 Support for Comment handler in the new datacard view

Bi-directional commenting between ESM and ESS2 is now possible in the new Agent UI using the Comment handler. NOTE! Rich-text editor is not supported with the Comment handler.

SUMA-44646 Support for string, text, number, and decimal number datatypes in the new conditions editor

Basic support for editing conditions is added: splitting, adding & removing conditions, changing the conjunction (and vs or) for the condition group, selecting attributes for left side operand both in the current template(-s) and via a reference path, changing operator. Initial support for right operand editing is added, only for the string, number, and decimal datatypes. Only attributes that have supported right operands are selectable, but displaying is allowed for all existing conditions.

SUMA-44655 References and back-references in the new conditions editor

Reference and back-reference values are now supported in the view conditions of Agent UI.

SUMA-44664 Support for date and date-time datatypes in the new conditions editor

Date and datetime values are now supported in the view conditions of Agent UI. There is also an additional UI for helping configuring date macros.

SUMA-44673 Support for static values in the new conditions editor

Static values are now supported in the view conditions of Agent UI. Building new conditions in the new Agent UI requires to use configured values as the conditional values. Additionaly, support for configuring and using open conditions for static and reference values is added for single-template views.

SUMA-46657 ValueButton support for new UI

Added support for ValueButton handler in Data card and List view.

SUMA-47086 View capability for stacked bar chart

Stacked bar charts can now be viewed in the new UI.

Known issues: 

• If there is only one bar visible in a stacked bar chart, the drill down does not return the correct data set. This will be fixed in future releases.

SUMA-47571 View capability for pie chart

Existing pie charts can now be viewed in the new Agent UI.

SUMA-47580 View capability for line chart

Existing line charts are now visible in the new Agent UI.

Setting "Show descriptions" will change the behavior. In the Classic UI, the descriptions are always visible. If a customer wants to use their view with “Show descriptions” in the new Agent UI, they have to enable this setting in the Classic UI settings.

SUMA-47589 View capability for bar chart

Existing bar charts can now be viewed in the new Agent UI.

SUMA-47598 View capability for relative stacked bar chart

Existing relative stacked bar charts can now be viewed in the new Agent UI. 

Known issues: 

• A redundant "0" label is partially visible as description in some scenarios. This will be fixed in future releases.

SUMA-47607 View capability for clustered bar chart

Existing clustered bar charts can now be viewed in the new Agent UI.

SUMA-47786 View capability for Status light and Speedometer

Existing status light and speedometer charts can now be viewed in the new Agent UI.

SUMA-47863 Support for Decimal data type

Attributes of decimal data type are now viewable and can be edited in the new Agent UI. Decimal input only allows separator defined in the platform setting decimal.separator.

SUMA-49402 Startup view improvements

Startup view dropdown inside profile settings now show views correctly grouped by role/folders. Additionally, view type icons are added.

SUMA-49076 Changing Beta to Agent UI

ESM Beta UI has been renamed to Agent UI. The new name has been applied to the UI, and the URL /beta has been changed to /agentui. /beta URLs will be redirected to /agentui. Agent UI has been made available by default, but that does not change the default UI. It is possible to change the name of Agent UI in the translations.

Bug fixes

SUMA-46966 View type selection dropdown does not support dark mode

View type selection dropdown now shows correctly in dark mode.

SUMA-47763 New datacard button does not work for templates without datacards

Fixed new datacard button not working in empty listviews. New datacard button now opens the template selector if listview has no set template. The template selector now has a close button in the top right corner.

SUMA-47897 CP-8151: Trying to edit a data card that is being edited by another user gives an error in Agent UI

Editing of data card by another user is now possible in the new Agent UI.

SUMA-47953 Folder selection is not available when creating a new data card

A folder selection now shows if needed when creating a new datacard.

SUMA-49819 Progress bar scaling issue in data card view

Fixed the progress bar visualizing the attribute values on data cards to handle decimal values correctly.

SUMA-49840 Default parent is not set when saving a new View

Fixed an issue where it was possible to save a view without an appropriate parent selection. Unlike in the Classic UI, the default option for saving a new view is Personal in the new Agent UI.

SUMA-50034 Drilling down in a stacked bar graph causes list view to get stuck.

In some cases, when drilling down (clicking on a column) in a stacked bar chart, the resulting list view failed to load correctly. This fix ensures that the list view now loads properly after drilling down from a stacked bar chart.

Effie AI

Features and improvements

SUMA-45534 Effie AI Email BETA Language service support for Efecte GenAI

Efecte GenAI used with Effie AI Email can now produce responses in multiple languages: English, Finnish, German, Swedish, Polish and Spanish.

SUMA-47007 Write with Effie overlay

Effie AI Email have been revamped in the updated Agent UI. Instead of opening in a separate window, the features for generating, correcting, and completing emails are now conveniently accessible via an overlay called “Write with Effie.” This enhancement ensures users can more easily access these tools directly within the Agent UI, streamlining the process and improving overall efficiency.

SUMA-47342 Effie AI Action (previously knowns as Summarizer) configuration context attribute search filtering

Action configuration context attribute setting field has now a search filter, to make finding relevant attributes easier.

SUMA-47985 Effie AI for Agents license

New license Effie AI for Agents is introduced, along with Effie AI module. Effie AI for Agents license is needed to exceed usage beyond trial limits. The Effie AI module can be used to provide access to Effie AI features, except Effie AI Ticket. Effie AI settings can be now accessed from the header of ESM admin UI.

SUMA-48119 Improved Effie AI Actions configuration 

Admin user can configure Effie AI Actions without a template. This enables importing default actions to every system, even without the template defined in the default action is not present. Actions without templates are not shown to agents.

SUMA-48996 Effie AI for Agents License Summarizer Extension

Effie AI for Agents license enables more than 5 actions, and removes the limit of 1000 Effie AI data card action calls.
Effie AI module is used for restricting the access to Effie AI data card actions.

SUMA-49431 Improved default prompts for Effie AI Email

The default prompts have been improved to provide more useful responses generated by Effie AI. Additionally, the prompt for generating email has be replaced with a prompt to write a contextual email to ask more details from the user reporting an issue.

Bug fixes

SUMA-46357 CP-7035: Effie AI Ticket does not show any category when user does not have access to some

Resolved an issue where lack of folder access to one of the suggestion results from Effie AI Ticket prevented all results from displaying.

SUMA-48155 Content in Effie AI Ticket preview is not presented correctly on separate rows

Effie AI Ticket preview content no longer gets cut off too early. Images can now be expanded by clicking on them.

Other features and improvements

SUMA-23330 Prevent ApprovalNode resending messages that are destined to fail to ESM

Added 409 as accepted response code for approval node. Previously, when the approval node received a response code of 409, the request was saved to the message queue and retried every 5 minutes for the following 14 days. Now those requests will not be resent after receiving error 409 as the response. Note: this only concerns the communication between ESS and ESM, and does not affect REST API.

SUMA-48465 Link to legal page in user menu

Users can now see the version of ESM they are using and access the legal page with a link in the user menu.

SUMA-49209 Ad-hoc remote assistance connections through Efecte ESM

This feature introduces support for initiating remote assistance connections via Matrix42 FastViewer in the Efecte Service Management Tool. Agents can generate a remote connection link directly from the ESM header bar and share it with the end user. Once shared, the remote session can be initiated, allowing agents to resolve issues on the user’s workstation. A free trial is included.

Security improvements

SUMA-29145 WebAPI does not restrict access to persistent data

When WebAPI user had sufficient permissions, it could be used to access any persistent data. Restrict WebAPI to a limited number of entities, to increase security. 

Performance improvements

SUMA-47356 Cache listeners and listener conditions

Data card saving performance is improved by improving data card listener caching was enhanced. 

SUMA-49341 Workflow loop validation inefficiencies

Improved the performance of the workflow loop validation.

Bug fixes

SUMA-33820 CP-6658: lonely "<" or ">" character causes unwanted behavior

Fix for issues with lonely "<" and ">" characters. Classic UI should no more get slowed down and new Agent UI should not cut off parts of the text following an open "<".

SUMA-36836 CP-6927: Improve ValueButton handler documentation

Added documentation about save action done in the background for ValueButton handler.

SUMA-41062 Datacard edit mode throw errors in console

Redudant errors are no longer shown in browser console when editing the data card.

SUMA-41799 HTML formatting should be sanitized from the tooltips

HTML tags are not shown anymore in tooltips.

SUMA-42690 CP-7652: After removing the 'show as check box' from a multi-value static string attribute still displayed as check box

Static attributes no longer stay as multi-value checkboxes when setting multivalue to false while "show as checkboxes" is still true.

SUMA-43738 CP-7779: View localization panel cuts off letters p and g in translated view names

The line height now matches used font size to prevent clipping of certain letters.

SUMA-43787 CP-7781: Translated view names cut off in View Localization panel

Fixed table cell content getting cut off early when zoomed out.

SUMA-44942 CP-7896: IDGenerator and Override prefix from attribute

Marked “Override prefix from attribute” metadata as obsolete and removed the corresponding field from Attribute metadata.

SUMA-45311 CP-7923: Update documentation of SLAdeadline handler

In handler documentation, removed mention of 'jobDateClose' in SLADeadline Close time attribute.

SUMA-46677 CP-8030: Mail transport pool and schedulable status are impossible to disticnt by color blind people

Mail Transport Pool status is now indicated with a status text of enabled/disabled in addition to the color. Schedulable tasks icon changes depending on status of scheduled/unscheduled.

SUMA-47447 Blank names after changing language

Fixed an issue that occurred when if translation is saved as blank, then the system name in English will be displayed, instead of empty string.

SUMA-47734 CP-8119: Fix servlet.auth.user.readonly.roles and servlet.auth.user.roles

Removed word "admin" from description of platform setting servlet.auth.user.readonly.roles. Added descriptions and examples for comma separated lists to servlet.auth.user.roles and servlet.auth.user.readonly.roles.

SUMA-48009 Importing layouts may fail if template has groups without code

Prevented NullPointerException when template of a imported layout has groups without code.

SUMA-48145 Worklog handler text area closes while focus is outside it

Worklog handler text areas with content are no longer hidden if user changes focus to another field.

SUMA-48166 CP-8154: Handler Guide getEntityId typo and isHidden missing

Fixed Expression handler guide "entityId()" and added a table-row for "isHidden()".

SUMA-48209 CP-8122: Weird ESM workflow runtime and editor bug: AND vs. OR operator in conditions

Implemented a retry mechanism to ensure that field initialization does not occur before data is fetched from the backend, improving system reliability and reducing initialization errors.

SUMA-48669 [ESS2] Links to licenses are broken

Fixed links to license texts in ESS2 license page.

SUMA-48961 Unread emails icon missing in the list view

Fixed an issue where the icon for a data card having unread emails would not show in the list view.

SUMA-48965 Entity Metadata for unread emails is not deleted upon email message deletion

Improved email deletion process: Now, deleting an unread email also removes its corresponding entry from the entity metadata, optimising data consistency.

SUMA-49183 "No results" text is too dark in dark mode

Fixed "No results" text after searching being hard to see in dark mode.