Executive Summary

The 2025.2 major release of the Service Management Tool is a significant milestone, establishing the position of our new Agent UI as ready for mainstream use. The biggest improvements are in the massively improved list view, where we are now releasing capabilities from drag & drop column management to graph creation with a single click, and several smaller improvements & bugs to increase agent efficiency in list views, which is one of the most used areas of the application.

In our AI innovation, we are advancing in big leaps to take our AI Actions to the next level: Customers are able to try out our BETA AI workflow node, which can trigger generative AI actions automatically. This allows, e.g., translating content automatically, generating drafts of customer communications, automating internal communications, providing lifecycle update reports, or any action imaginable - the AI actions are an existing functionality that is configurable so that you can decide where they work, with what data, how the generative AI should handle the data and what is expected as the output.

The release also includes several bug fixes that improve the overall usability of the application.

Additionally, we are taking the first steps with GraphAPI support for emails, releasing a technical preview Beta version of receive-only email support.

Release notes 2025.2.0

Agent UI features and improvements

SUMA-37138 Column management overlay for list view

• A new column managerment overlay is introduced to Agent UI, allowing efficient management of columns. It is possible to select multiple attributes at once, add, remove, add. Also rearranging the selected columns is possible.

 SUMA-38456 Comment handler icon improvements

• Using Comment handler, it is now possible to see information about unread ESS2 comments in the list view and mark comments back to unread in the data card view in the Agent UI.

 SUMA-44419 Support for ValueChangeMonitor handler in the new UI

• ValueChangeMonitor attributes are now shown as a table in the Agent UI.
• NOTE: The visibility of the values respect "Show referred data cards" setting, which was not working in the Classic UI due to a bug.

 SUMA-47059 Editing existing dashboards in Agent UI

• Enhanced Agent UI to allow editing of existing dashboards. Users can now easily modify dashboard content by replacing views within cells and saving updates. This ensures the dashboard always displays the most relevant information.

 SUMA-50613 Progress bar support for list view

• Progress bar visualization for decimal numbers is now supported in the Agent UI list view.

SUMA-50728 Improved reflow in Agent UI

• All content reflows now properly on small and zoomed resolutions, to improve accessibility.

 SUMA-51542 Agent UI: Custom color support

• Custom colors are now used in the Agent UI when user has Default Theme selected. Dark mode does not support custom colors.

 SUMA-52406 Creating graphs through list view

• It is now possible to create graphs with a single click in the Agent UI, by clicking a chart icon at the top. The visible data will be automatically shown in a bar chart, using the selected column attribute as the grouping attribute.

 SUMA-52780 Utilize the full available space for dashboards when the nav panel is collapsed

• Improved space utilization with dashboards

 SUMA-52975 Keyboard accessibility gaps in different views

• Keyboard accessibility has been improved in email, dashboards and graphs.

 SUMA-53762 Removing columns in list view 

• It is now possible to remove columns in the list view of Agent UI, using a remove icon in the column header for each shown attribute.

 SUMA-54833 Agent UI additional customization settings

• The color customization feature introduces a new section for the Agent UI, allowing users to modify colors for primary and secondary buttons, icons, text, links, and the background. These settings will solely impact the Agent UI and will automatically adjust the header and navigation to ensure a cohesive look throughout the interface. Specific colors for the header and navigation can be defined in the sections above; if defined, these will take precedence over primary and secondary color settings.

AI features and improvements

SUMA-48030 EntityStateMail support for Actions

• Emails are now supported with Effie AI Actions. Attributes with EntityStateMail handler are selectable as context attributes for Effie AI Actions.
• Emails from the attribute are read to the AI context until the context window is full.
• Context window size is adjustable from platform settings.

SUMA-50565 Change default OpenAI model to gpt-4o-mini

 SUMA-51360 Change default OpenAI model to gpt-4o-mini for AI Actions

• The default model for OpenAI configuration has been changed to gpt-4o-mini.
• Note: this does not impact existing environments, but only environments created based on 2025.2 or newer.

 SUMA-54162  AI Actions FileUpload support for OpenAI models

• AI Actions now support JPG and PNG images from attributes with FileUpload handler, that can be used for recognising image content. 
• On Azure OpenAI, only gpt-4o supports files.
• Two new platform settings have been introduced:
  • "ai.images.max.size.mb" controls the total max size of all images embedded to request
  • "ai.images.max.count" controls the total number of images in the request. 
• On Azure, maximum of 10 images can be included in the request. This is set as the default value. For maximum size the default value is 40MB. 20MB is currently the maximum size of an individual image on OpenAI. Total size depends from the supported number of tokens in a context window.
• To guarantee that also typical text data and can still fit into the context in addition to admin prompts and images, we recommend using files of max 5MB in total in a single request

SUMA-54410 BETA Triggering AI Actions from workflows 

• A new workflow node, "BETA AI Node" is introduced, to trigger configured Effie AI Actions from the workflow, and to store the generated response to a text or string target attribute. It is possible to add multiple AI nodes in a single workflow, and define exception paths for error handling.

• Known limitations: it is not possible to hide Effie AI Actions from the UI, even if they were only configured to be used with the worklow. However, the Effie AI permission can be used to define who can see the Actions in Agent UI.

General features and improvements

 SUMA-47334 Disable Navigation flow UI

• Obsolete Navigation flow feature has been hidden from the admin page.

 SUMA-47522 BETA GraphAPI support for receiving emails (tech preview)

• We are introducing an early access Beta version of email support using Microsoft GraphAPI. The initial version support receiving emails only.
• The feature should be used in test environments only

 SUMA-51359 Prevent loading mail history values into memory

• Mail history data is not loaded to memory to prevent issues with large mail history. A new attribute metadata isLoaded is introduced. The metadata uses a boolean value. ESM automatically assigns this value to false mail history attributes.

SUMA-51455 Remove Microsoft SQL Server 2016 support

• Microsoft SQL Server 2016 is no longer supported in on-prem installations

SUMA-55231 Usage telemetry

• Usage telemetry using Mixpanel has been taken into use to capture usage metrics anonymously. This enables us to collect usage data in more detail to improve our product while respecting privacy by anonymizing all user data and keeping any collected data within the EU. 

SUMA-51445 Configurable User Manual link

• The user manual link can be configured in the platform settings under \`user.manual.url\`. Updating this setting will change the default URL for the \*User Manual\* button located in the header. Target can be e.g. a web page or pdf-document. The default value is the Efecte Docs link to the online user manual. The old PDF version is not available anymore.

Security improvements

 SUMA-45937 Email body sanitation improvements

• Improved HTML sanitization for mail body links embedded in tags.

SUMA-45945 CSRF token disclosed in URL

• Removed redundant provision of CSRF token from the URL

Bug fixes

SUMA-24907 CP-5689: Sorting of EntitySearch results does not work

• EntitySearchHandler's results now respect the configured EQL query metadata's 'order by' clause.

SUMA-25585 CP-5730: The reserve button resets attributes' default values when creating a new data card.

• Attribute values are no longer set to default values when using the Reserve button.

SUMA-26812 CP-5863: Parameter Tampering for email sending

• Included displaying name & address in email components in case there is a difference between sender name & address.

 SUMA-27522 CP-5924: All expected templates are not listed as back-reference targets and unable to remove backreference once added

• Fixed an issue where the back-reference target dropdown did not include all possible templates after removing the last back-reference target from the attribute.

 SUMA-28165 CP-6010: Selecting/deselecting attributes or classes on the template leads randomly to an error message

 SUMA-28260 CP-6029: Attachments and references are not visible if they arrive when a data card is in edit mode.

• Fixed issues with reference/back-reference pairs and attachments. The issue occurred when a reference or back-reference was added to a second data card to create a linkage between the original data card, a user was editing that, or attachments were added. Previously, any change that happened on the original data card in the background was lost when the user saved the data card after editing it. Now, only the changes of the user are correctly stored upon saving, instead of the full state that is visible to the user.

 SUMA-31618 CP-6380: Data card lock is not released in all cases, eg, creating a new one while being in edit mode

• Data card lock is now correctly released always when the user is leaving edit mode by any action, e.g., changing the page or navigating to another data-card action (that is not related to editing the current data card).

 SUMA-31711 CP-6390: German localization fixes in UI texts

• Multiple translations and writing errors fixed for German language localization.

 SUMA-32243 CP-6475: BusinessTimeBetween handler calculation of business hours documentation is unclear.

• Updated handler guide to be more descriptive about the denominator metadata. Unit metadata overwrites denominator metadata.

 SUMA-32692 CP-6461: Special characters error on listener-produced error messages

• Fixed displaying special characters for error messages produced by listeners.

 SUMA-32979 CP-6429: Ticket description field and email replies show nbsp tags instead of line breaks with some emails in ticket/email edit mode

• Line breaks are now correctly displayed without HTML tags.

 SUMA-34361 CP-6701: Update date format on WorklogHandler documentation

• WorklogHandler and CommentHandler have clearer information about setting comment dates.

 SUMA-35059 CP-6751: Redirection to login instead of displaying an error message when a session expires

• The UI now correctly shows a "Session expired" dialog if the user session expires in the Datacard view.

 SUMA-36977 CP-6955: Quotation mark displayed as &quot in error messages

• Quotation mark is now properly displayed as " in error messages.

 SUMA-37795 CP-7030: Clarify handler guide text related to expression DateTimeHandler.getCurrentDate()

 SUMA-38823 CP-7197: More informative error messages on all unique errors

• Errors related to applying a non-unique value to a data card's unique attribute are now more descriptive. Each error message in the logs should now contain additional information (if available): data card ID, template ID, and attribute ID. This should help troubleshoot the error source when multiple data cards are being updated or when the update is done in the background.

 SUMA-39601 CP-7276: ESM EQL Editor is missing an example for folder.idCode

• EQL editor documentation extended with folder.idCode example. EQL editor fixed to handle folder.idCode queries.

 SUMA-40362 CP-7389: Max list view results limit not working in Agent UI

Fixed the limit of resultCounts to be 250 for the maximum amount of results in a list view. If the default result count is not set or it doesn’t match with available result counts, the lowest result count will be used as default.

SUMA-42239 CP-7609: If view includes sorting based on some attribute, view export/import functionality not working into another ESM

• Fixed a list view issue related to importing views that contain sorting by selected attributes. It should now also be possible to use sorting based on attributes behind a references.

SUMA-42295 CP-7044: German translation for Function 'count' not correct

• Fixed German and Finnish translations for the function "Count" in graph settings.

SUMA-42650 CP-7640: Include tbody tag to html.allowed.tags default setting

• Platform setting "html.allowed.tags" contains "tbody" by default. If the platform setting is changed from the default value already, this value must entered manually.

SUMA-43353 CP-7747: REST API error message is misleading for not existing data cards by the given template

• Adjusted REST API error message for non-existent data cards by the given template and search filters. The filter ID in the error message has now been replaced with the filter search that was used to fetch data cards.

SUMA-44118: Remove broken column from “Currently Active Sessions” / CP-7826: Idle value in currently active sessions not correct

• Removed the "Number of requests / Idle minutes" column from Currently Active Sessions on an admin page that showed incorrect information.

SUMA-44617 CP-6369: Referred data cards are not correctly filtered in tables and Excel exports based on their visibility setting

• Referred data cards as tables are correctly filtered based on the reference attributes' "Show referred data cards" setting. Added visual distinction between hidden and visible references in view and edit modes in both Classic UI and Agent UI. Excel exports also obey the setting showing visible, hidden, or all references.

 SUMA-46064 CP-7969: Agent UI: New email indicator is not shown in EntityStateMail handler attribute tab name

• Fixed an issue where the yellow dot indicator for unread messages was missing for email attribute tabs (using EntityStateMail). This functionality now works consistently, aligning with the behavior for attributes using the Worklog handler.

 SUMA-47429 Agent UI: Rich Text Editor formatting bug

• H1, H2, and H3 tags are included in the default configuration for HTML tags. Existing customers need to enable them themselves.

 SUMA-48403 CP-8179: Improve the 'Reserve' metadata descriptions in the  handler guide

• Handler documentation is clearer for  settings Person template with default team attribute and Default team attribute

 SUMA-48784 CP-8208: The colour of the SLA handler refreshes not through the first save alone

• The SLA date color refreshing issue has been fixed. Now, dates have the correct styles based on SLA date status immediately after the update.

 SUMA-49242 CP-8246: View export fails with a vague error message

• Fixed a bug with exporting views when a reference path is used. It is now possible to export a view that contains referenced columns.

 SUMA-49355 CP-8260: Wrong error message on VWA tool: complaining about a handler when the attribute does not even have a handler.

• The VWA tool's error message has changed to a generic one containing information about all validation requirements.

 SUMA-49461 Effie AI content is generated in the previously selected language when language selection is disabled

• Effie AI content is generated in the default language, which is taken from platform settings when the "Allow language selection for AI features" setting is disabled. When the AI provider doesn't support language from platform settings, English is taken as a default.

 SUMA-49638 CP-8293: Expression handler guide and CommentUtil need clarification about the date and time format

• Expression handler and usage of CommentUtil date format is clearer.

 SUMA-49658 CP-8297: Handler guide - comment handler and missing platform setting

• Clarified ExpressionHandler createComment() documentation and added missing platform setting ngss.person.uid.attribute.code disabled by default.

 SUMA-50117 CP-8316: IPAddress handler always shows the ping button

• Show ping button is now visible only if the option "hasPingButton" is set to true or hasPingButton.

 SUMA-50157 CP-8336: ESM template import wipes email templates used in EntityStateMail -handler

• When importing templates with template.import.new.behaviour, all handler configurations are imported instead of a single one.

 SUMA-50444 CP-8350: Update Automailsender handler guide 'send if attribute has value' part

 SUMA-50915 Adjusting column width changes padding temporarily for a Compact layout

• Column padding does not change when adjusting column width. Column width is saved for all columns while resizing, so users will always see the same configured table view. This also fixes the issue where the compact view did not use the correct padding, reducing row height to the intended level so that more data cards can be shown in a list view.

 SUMA-51298 CP-8545: List of selectable attributes for Approval-node email address field changes after saving workflow

• EmailNode and ApprovalNode email address fields only allow String/Text attributes. ApprovalNode limits recipients to a template defined in workflow.approval.email.approverTemplateCode.

 SUMA-51345 Adjusting macro text moves the cursor to the wrong location

• The cursor does not switch places unexpectedly after adjusting macro texts.

 SUMA-52032 Mandatory ValueButton attribute is not highlighted when empty

• ValueButton handler colors work now for required, error, and QuickFill when editing.

 SUMA-52093 CP-8759: Agent UI: 'Assign to me button' -gives out an error in certain conditions when creating a new data card

• Now, reserving new data cards that have not yet been saved in Agent UI is possible.

 SUMA-52126 CP-8769: Agent UI: Views are moved out of their folder when changing column width

• Views are no longer moved to the root folder after column width changes.

 SUMA-52461 CP-8953: 'Unauthorized operation' error message when automatically moving data card to a folder to which user has no access to

• Fixed the 'Unauthorized operation' error modal that appeared after saving a data card if it was moved to a folder the user has no access to by automation.

 SUMA-52482 CP-9014: Creating a new ticket in AgentUI consumes multiple ticket IDs

Fixed cases where the ID Generator was triggered outside, creating a new data card. A new data card is saved with the same ID that was shown during creation, and creating two consecutive data cards results in sequential IDs.

SUMA-52614 References are not paged in edit mode

• Big lists of references are now paged in edit mode.

 SUMA-52896 Deselecting all favorite templates is not persisted after browser refresh

• Selecting and deselecting favorite templates in global search are persisted correctly.

 SUMA-53507 Breadcrumb trail for selecting attributes in conditions working incorrectly 

• Breadcrumb trail for selecting attributes in view conditions now works correctly.

 SUMA-53560 'Total' UI text in the list view is not translated.

• 'Total' text is now translated.

 SUMA-53690 Concurrent initialization of Jython causes errors

• Initializing the application may have failed in rare race conditions during Jython initialization.

 SUMA-53841 CP-9841: UI does not send changed values to the backend if a Listener fails the data card save

• Data cards saved after a saving failure (validator, listeners, etc.) will store the changed values properly.

 SUMA-53925 Comment handler allows drilling down in conditions

• Comment handler doesn't allow drilling down in conditions anymore.

 SUMA-54448 Fix the extraction of boundary value from the Content-type header

• File uploads from the Web API now work with a specified charset in the Content-Type header.

 SUMA-54715 CSVImportTask leaves SFTP connections open

• CSVImportTask is now fixed to close the SFTP connection more carefully when the task is ready. This may have led to resource exhaustion with certain FTP servers.

SUMA-54767 MailTransportPool gets stuck if an exception happens while connecting to the mail server

• In rare situations, the mail transport pool could not recover automatically, and a manual restart was needed.

 SUMA-55006 Conditions are not populated and correctly generated in drill-down

• Conditions are now accurately populated and grouped when drilling down into graphs.

 SUMA-55440 CP-10096: Email template not copying attachments before card save from behind a reference attribute

• Fix missing e-mail file attachments when the file should be taken from the reference configured in the e-mail template.

 SUMA-55584 Opening the current view results in an empty view

• Reopening the current view now results in the view being properly opened.

 SUMA-55652 Conditions for date-time attributes are not properly set on drill-down

 SUMA-55658 Effie AI admin tab indicator is broken when loading the page

• Fixed the Effie admin tab indicator to properly show which tab is currently selected.

 SUMA-55686 Select all tooltip is empty

• Added a tooltip for Select all in the list view.

 SUMA-55692 Effie AI inconsistent translations

• Added missing Finnish translations to Effie AI Admin UI.

Features, improvements and fixes related to Connectors, Secure Access and Self-Service 2

See the details from the related products on their respective areas in the ESM product:

Provisioning engine (connectors)

Secure access release notes

Self-service 2 release notes

Features and  improvements related to Cloud Environment

• Enabling enhanced monitoring capabilities to Matrix42 Cloud