Self-Service 2 (ESS2) 2025.3, Release notes
Self-Service 2 (ESS2) 2025.3, Release notes
Executive Summary
Shopping cart and checkout
This self-service release (2025.3.0) introduces an end-to-end shopping cart flow. When the shopping cart is enabled, Add to Cart replaces instant ordering. Users can add up to 20 items to the cart and see a live badge count in the header. The cart retains its contents between visits, even when switching between browsers or devices (mobile and desktop). A dedicated checkout page summarizes each entry with the item name, delivery time, and price (where applicable), shows an order total when relevant, and lets users expand entries to review submitted form field data. At submission, the system creates separate orders per cart entry.
Improved experience on catalog home page
The catalog home page now supports visual category tiles by allowing admins to configure a category image. Admins can also highlight a selected category with a featured items carousel at the top of the catalog home page to promote priority offerings.
New supported languages
The self-service now supports Danish, Norwegian, and Italian.
Other important improvements
- A new, expanded set of icons is available for panels, panel groups, and forms.
- These icons are also usable in other service management configuration.
- End users see active, unseen announcements in modals when they login to the self-service.
- Note: tracking of unseen announcements is browser-specific.
- Search in the self-service user interface has been extended to match categories and include them in results.
- In search results, users see a tag that indicates the entity type: Form, Product Category, or Product Item.
- Managing large permission sets is easier with new filters on checkbox lists when editing access rights across forms, category management, and catalog areas.
First release of multi-language self-service (ESS2 release 2025.3.1 update)
With this release, the self-service portal now supports configuring of multiple languages for its main user interface, forms, panels, and main content navigation. Users can select their preferred language, and the system will remember this setting for future visits. Administrators can add and manage translations for forms, panels, panel groups and case presentation, making it easier to maintain clear and understandable content for everyone. This new functionality improves access and ease of use for global teams and creates a more inclusive, professional user experience.
Approval and Rejection Reasons in Self-Service (ESS2 release 2025.3.1 update)
This release introduces a new option for approvals in the self-service portal: now, administrators can configure to require or allow approvers to give a reason when accepting or rejecting an approval request. Administrators can configure for each approval process whether giving a reason is required, optional, or disabled for both approval and rejection actions. This new feature helps provide clearer communication, better transparency, and improved record-keeping in approval workflows.
Bucket Orders for Catalog Items (ESS2 release 2025.3.2 update)
This release introduces bucket orders, a new way to organize and track requested catalog items. When enabled, administrators can configure a central order template that automatically links all end-user catalog requests. On the new Order Settings tab, admins define the order template, storage folder, and which reference attributes track the requester and requested items. This feature provides better visibility and management of catalog requests by consolidating them into structured order records.
Clickable Links in Case Presentation (ESS2 release 2025.3.2 update)
Case presentation fields now support displaying referenced items as clickable links. When administrators enable "Display as Links" in the field configuration, reference values on the Case Details page become navigable links if the referenced template has a case presentation and the user is the issue owner. If a link cannot be displayed, the system shows plain text (when permitted) or hides the value based on reference permission user access. This improvement makes navigation between related cases faster and more intuitive and allows administrators configure new use cases for end users.
Catalog & Orders Configuration Improvements (ESS2 release 2025.3.2 update)
The Catalog & Orders Settings page has been reorganized for clarity. The page title is now "Catalog & Orders," and several tabs and settings have been renamed: "Presentation" becomes "Item Presentation," "Order Settings" is now "Requested Item Settings," and related field labels have been updated to reflect "Requested Item" and "Requested By" terminology. These changes create more consistent, understandable language throughout the configuration interface.
Language Support
This version supports one of the following selected language: English (US), Finnish, German, French, Spanish, Polish, Czech, Norwegian, Italian, Danish or Swedish. (single language support)
Dependencies
This version of Self-Service 2 requires:
Service Management version 2025.3.1 or newer.
Release notes 2025.3.0
New Features
ESP-12822 Adding items to cart
Release note
End users can add items to a shopping cart, when the enable orders and shopping cart settings are enabled. When the shopping cart is enabled, end users cannot have instant orders and "Add to Cart" is visible instead. The cart is only visible if the user has access to the catalog.
When the item is added to cart, there is a counter badge on the shopping cart icon on the header, indicating the amount of items in cart. The user can add up to 20 items to cart, and the same item can be added multiple times.
If order is not sent and the user returns to the portal, their cart contents are still there.
Note: If the shopping cart is disabled, and order configuration is disabled - 'Add to cart' -button is hidden.
ESP-12835 Checkout page and placing orders
Release note
End users may preview order details on a checkout page before confirming the order.
The checkout page displays all cart entries including name of item, delivery time (if applicable) and the price of the item (if applicable). The checkout page displays a summary with total price (hidden if no value). Clicking 'Submit Order' confirms and submits each item in the cart as a separate ticket to the system.
ESP-14807 Handling Catalog, Cart & Checkout Availability
Release note
Self-service UI offers clear feedback when catalog, cart, or checkout features become unavailable.
ESP-14820 Form Field Data with Cart Entries
Release note
End users can see filled form field information on the checkout page, that also will be included with order. On the checkout page, cart entries with form field data can be expanded. And when expanded, the entry displays all filled form field names and their values in a clear, organized format. A bulk action control allows users to expand or collapse all expandable rows at once.
ESP-14846 Validating Form Field Data with Cart Entries
Release note
Server validating form field data when orders are placed.
ESP-14859 Enable Shopping Cart with a Platform Setting
Release note
A platform setting is determining if the shopping cart is enabled or disabled. The setting key is 'ess2.shopping.cart.enabled'. Setting is by default “false" (shopping cart disabled).
ESP-15058 Handling changes to Catalog Content (items, access rights, settings)
Release note
The shopping cart automatically maintains data integrity when system changes occur e.g. by
- detecting entries referring to inaccessible items
- proactively removing invalid entries
- providing better user feedback when any e.g. cart entry is removed due to the referred item being inaccessible
ESP-15105 Prevent partial orders when errors occur
Release note
System rejects entire order when one of the items in the cart cannot be ordered due to some error.
ESP-15119 Handling concurrency when placing orders
Release note
Prevented creating two orders out of one cart entry. Multiple simultaneous submission attempts for the same cart entry results in exactly one order.
ESP-10531 Home Page for Catalog
Release note
Updated the catalog home page so that each category can now display both a name and an image (if configured). To configure the category image, the admin should select an attribute with a FileUpload handler in the catalog settings configuration area, located below the category reference selection. The first image uploaded will be used on the catalog category page.
Note: To ensure proper functionality, please ensure that the service item template references only one category template.
ESP-10573 Item Carousel on Catalog Home
Release note
In Catalog & Orders / Catalog settings, the admin can select a category from a list of categories. If a category is specified, the carousel component including the header and dashed line are visible on the Catalog Home Page. By this, admin can promote some items (e.g. "Featured") on top of other categories.
ESP-11415 Filtering on checkboxes lists in admin UI
Release note
When editing Access rights of an Access group, on the list of forms, category management and catalog, the admin can filter the list to find the form or the panel/panel group/link they are looking for.
ESP-11637 Announcements as modals
Release note
End-users can immediately see active and new (unseen) announcements as modal when the they navigate to any page on self-service user interface (except when viewing the list of announcements, or when on detail page for an announcement). There can be multiple unseen announcements, and they are displayed as carousel on the modal. Displaying the announcement to the user on the modal makes the announcement “seen”.
ESP-15793 Support for new languages: Danish, Norwegian and Italian
Release note
Support for new languages: Danish, Norwegian and Italian.
ESP-16193 New Icons for panels, panel groups, links, and forms.
Release note
When configuring panels, panel groups, links, and forms, an admin can see and select the new icons.
ESP-16048 Usage telemetry
Release note
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. Data transmission can be deactivated at any time. Please contact Matrix42 Support for this purpose.
Improvements
ESP-8429 Homepage Settings: default image is not visible
Release note
Default home page image to be visible on the admin UI.
ESP-10741 Enable searching for Catalog categories
Release note
The ESS2 UI search is extended to categories to be matched, and to appear in search results. The “Product” filter is renamed to “Catalog” and categories are part of the Catalog filter. Selecting a category will take the user to the associated category page.
ESP-13545 Expand all and Collapse all on hierarchical access rights
Release note
Added ‘Expand all’ and ‘Collapse all’ buttons to expand all the parent level items or to collapse them all in Access groups access rights.
ESP-14293 Restyle leave dialog
Release note
Restyled leave dialog on the form page and catalog item page
ESP-14432 Rename 'Category Management' tab on Access rights
Release note
Renamed ‘Category Management' tab on Access Groups Access rights to 'Categorization and Links’
ESP-15043 Entity tags
Release note
In the search results, the user shall see a tag that indicates what type of entity the result is. Type can be Form, Product Category or Product Item.
ESP-15408 Loading state for the checkout page
Release note
Loader on the checkout page.
ESP-15570 Confirmation for removing item on cart preview
Release note
An end user can confirm when removing items from cart before checkout.
ESP-15698 Cart-to-Order ordering consistency
Release note
Orders are sorted consistently with how they were in the cart. Meaning when cart entries are converted into orders, the most recent cart entry becomes the most recent order, the least recent cart entry the least recent order, etc.
Bug fixes
ESP-11984 Select all / Unselect all of multi-select dropdown not reachable by keyboard
Release note
Fixed the issue where select all or unselect all of multi-select dropdown not reachable by keyboard
ESP-13434 Uploading a file adds a comment but does not refresh the comments to show the added comment
Release note
Fixed.
ESP-14894 Only the first page of closed cases is visible in the portal
Release note
Fixed an issue where only a limited number of closed cases per template were visible in the portal. To resolve this limitation, we introduced a new ESM platform setting ess2.closed.cases.max.size that configures the maximum number of closed requests displayed across all templates in the portal. The default value is 10,000.
ESP-14919 Deselect all on Form List view not working
Release note
Fixed
ESP-14925 Unable to delete Form
Release note
Fixed the issue where deleting form was failing.
ESP-14939 Approvals tooltip require is shown on optional columns (Details and Requester for)
Release note
Fixed tooltip visibility issue.
ESP-15190 Missing polish translation on Closed cases mobile view
Release note
Fixed.
ESP-15299 Validation Fail Message vanishes after saving if missing value in platform setting
Release note
RegEx Validation message is no longer affected by languages.translation.support platform setting.
ESP-15697 Inline images are not aligned properly within the announcement page.
Release note
Fixed.
ESP-15730 Upgrade angular for esm-elements
Release note
Angular version updated.
CP-10412: ESS2 Access Groups break if username is empty but not NULL.
Release note
When finding access group members from database, person data cards with white space only usernames are filtered out.
CP-10414: ESS2: 'No (unique) person data card found' -error when trying to submit a form.
Release note
Resolved "No (unique) person data card found" error during form submission by excluding trashed data cards from the person data card uniqueness validation process.
CP-10417: ESS2 lands on home page instead of form after login, when using external link to the form
Release note
Fixed.
ESP-16354 RichTextComponent causes memory leak
Release note
Fixed.
Release notes 2025.3.1
New Features
ESP-14360 End-user can set the UI language
Release note
The end user can change the self-service language from the default to another supported language.
ESP-14469 Persist user language selection
Release note
If the end user has selected a language, the language will be automatically selected on any further login/reload.
ESP-14505 Language header should be used to determine language coming from ESM
Release note
Options for drop-downs, multi-select drop-downs and checkboxes are in the language selected by the user. Also, list view Attributes are in user’s selected language.
ESP-15010 Forms translation table model
Release note
Administrators can see translations table on each form and catalog form separately when editing the form.
ESP-15023 Forms translation table localization
Release note
Admins can define translations for Form name and Form Fields. The Save button activates when localization data is edited. End-user can see translated text in the Self-service UI for the language they have selected.
ESP-15634 Multi-language support for custom static values
Release note
Adminstrator can edit localization of custom static values of each field separately for every language
ESP-15648 General settings for limiting Self-Service UI language selection
Release note
The admin can specify which languages are available in the Self-service UI from the list of supported languages. Note that the main language cannot be deselected. In the self-service UI, users will only be able to choose from the specified languages.
ESP-15682 Multi-language support for text elements
Release note
Administrators can provide translations for Section Titles and Text Blocks for each language separately. Clearing or emptying the text means that the default text is used instead of localization, and ESS2 language is fallback for default language.
ESP-15875 Administration of Panel/ Panel Groups Name and Description localization
Release note
Administrator is able to configure localizations for Panels/ Panel Groups name and description, so that users will see those values localized.
Note that inside the Panel localization table Panel Group Name and Description are read-only.
ESP-15890 Displaying localized Panel/ Panel group names in the ESS2 Portal
Release note
Show Panel names, Panel group names and Panel Group Descriptions on the self-service user interface.
ESP-15904 Configuring URL/Catalog links Name and Description translations
Release note
Admin can make localisations for URLs and Catalog links name, and their descriptions.
ESP-15918 Displaying localized URL/Catalog Name/Description in the ESS2 Portal
Release note
URL name and description, and Catalog link name and description, are be displayed in the user selected language on self-service UI.
ESP-15932 Displaying localized Form names in links in the ESS2 Portal
Release note
Links to forms on Panels and Panel groups follows user-selected language.
ESP-15948 Displaying Form links in the localization table of Categorization in ESS2 admin
Release note
Localization table inside Panel/Panel group edit view shows translations for Forms. They are disabled for editing.
ESP-16258 Multi-language support for RegEx validation error message
Release note
An admin can translate RegEx validation fail message to supported languages on Form translation table. End users can see the validation fail messages in language that they have chosen in the self-service's language selection.
ESP-16600 Multi-language for Case Presentation
Release note
Administrators can provide localizations for attribute names in the Case presentation. By default, translations for attributes are copied from ESM translations, but admin can provide case presentation specific translations for attribute in the translations table. No further changes of esm attribute translations would effect the value. If the same attribute is present in different sections (details / overview), it will be presented in the table twice and admin can configure translations for those two instances separately.
ESP-14180 Configuring Reason for approval/rejection
Release note
On Approval configuration, admin can define whether Rejection reason and Approval reason are in use, per template. After selecting the template, the admin can define reason settings for Approval Reason and Rejection Reason by inline editing, from a drop-down
ESP-14692 Inserting a reason for approval
Release note
Approvers are able to provide a reasoning for approval depending on the Reason settings on Approval configuration. Possible settings for approval and rejection are disabled, optional and required.
ESP-15757 Reason with bulk approval
Release note
Approver can provide a reason for approval on multiple approvals at once. When approving or rejecting multiple items at once, the approver may provide a reason for all the selected approval items.
If the selected approvals consist of a mix of required and optional reasons, the approver can choose whether the input is applied to the optional ones.
ESP-15071 Clean up of stale cart entries
Release note
System administrator is able to remove any cart-related data when stopping use the feature or when off-boarding users. When the shopping cart feature is disabled, cart entry data cards (and form field data cards) are not kept indefinitely or when person data card is removed, cart entry data cards referring to it are not kept indefinitely. For previous mentioned use cases, cart entries are cleared when ESM is restarted.
CP-8327: Fav Icon
Release note
When viewing Self-service in a browser, the ESM specified Fav Icon is displayed in the browser tab.
ESP-16700 Relationship on Catalog & Orders toggles
Release note
On the Catalog & Orders settings page, all toggles that existed across the different tabs, are brought together to a new component outside of the tabs. Note that the “Enable order” toggle is renamed to “Requesting Items”. Also, “Shopping cart” is added as a toggle to the Catalog & Orders settings page. When a parent toggle is turned off, dependent toggles are automatically disabled and turned off.
Improvements
ESP-15705 Form translations validation
Release note
Admins get feedback about invalid translations configuration.
ESP-16544 Translations for URL and catalog links in Homepage links component
Release note
Administrators can define translations for URL and catalog links on the homepage link component.
ESP-16553 Limiting configurable languages in admin UI
Release note
Administrator can see only translate languages that are enabled in General settings page. Languages that are not configurable cannot be selected to be made available to users.
ESP-16577 Save button for Homepage configuration in ESM admin
Release note
Changes to 'Homepage' settings no longer autosave. Admin is required to manually save the page before changes are applied.
ESP-16598 Multi-language supported Searching for Forms in ESS2 portal
Release note
User can search Forms according to selected language. Note that in case the form does not have translations for user’s selected language, then default language forms are provided in search results.
ESP-16599 Form Keyword Translations
Release note
Administrators can define keywords separately for form in every language. Note that the admin can define completely different set of keywords for each language. When keywords are set and the user is searching forms the self-service will not fallback to another language keywords.
ESP-13593 Deleting of Approval Configuration row persisting after pressing "Save"
Release note
Delete of Approval Configuration row happens when pressing "Save" and confirming changes.
ESP-14254 Restyle dialog for adding links to panels, panel groups
Release note
Restyled dialog when adding links to panels and panel groups
ESP-14675 Order items in categories alphabetically
Release note
Catalog items are sorted/ordered alphabetically in portal and administration UI
Bug fixes
ESP-15696 Large images affect the structure of an announcement modal
Release note
Fixed.
ESP-16420 Order now/add to cart button has wrong size (height) when there is image but no description
Release note
Fixed.
ESP-16486 iPhone - missing image for catalog on search results
Release note
Fixed.
ESP-16488 Add to Cart button remains active during submission
Release note
Fixed.
ESP-16494 Search results are not cleared after navigation on mobile
Release note
Fixed the issue with search results on mobile UI.
CP-10510: Adding multiple identical text blocks to ESS2 form causes some of them to become empty
Release note
Fixed.
CP-10573: ESS2 missing FI translation for 'Catalog category'
Release note
Translation added.
CP-10577: Assign catalog form dialog action buttons pushed out of view
Release note
Fixed.
Release notes 2025.3.2
New features
ESP-16713 Configure Bucket Orders
Release note
On the Catalog & Orders Settings page, a new toggle is added for enabling Orders. When enabled, the administrator can configure main Order template where all end user made orders from requested items are linked.
On the Order Settings tab, there are the following configuration fields
Order: Template selector with available templates
Folder selection: available folders for storing bucket orders.
Ordered By: dropdown shows available reference attributes from the target template
Requested Items: shows available reference and backreference attributes from the target template, both single and multivalue.
ESP-16739 Clickable Links for Referenced Items in Case Presentation
Release note
Administrators can create or update a case presentation field that shows referenced items as clickable links by toggling Display as Links in Link tab configuration area. On the Case Details page in self-service, a value of a reference or backreference field is displayed as a clickable link* when; "Display as Links" is enabled on the case presentation field, the template of the referred value has a case presentation, the user is issue owner. In some cases, if a value cannot be displayed as clickable link and a reference permission user has access, value is displayed as plain text. If reference permission user lacks access, value is hidden.
ESP-16773 Rename "Order Settings" to "Requested Item Settings"
Release note
Renames and Reorganization on Catalog & Orders Settings page:
Page title is changed to “Catalog & Orders”
Rename Presentation tab to Item Presentation
Rename Order Settings tab to Requested Item Settings
Rename setting Order Template to Requested Item Template
Rename setting Ordered by to Requested By
Rename Order Template column name to Target Template
ESP-17050 Change UI texts on Catalog & Orders Settings (Product --> Item)
Release note
Change in terminology:
- On ESS2 admin Catalog & Orders Settings, renamed UI texts with “product” to “item”
- Under Item Presentation, changed “Product Image” to “Item Image”
- Under Item Presentation, changed “Product Specific” to “Item Specific”
- Under Requested Item Settings, changed “Service Item” to “Catalog Item”
ESP-16792 Support Backreferences in Case Presentation
Release note
Administrator can select backreference attributes when configuring case presentation fields. Note that only single-value backreference attributes may be added to the overview section, and both single and multi-value backreference attributes may be added to the details section. Backreference field values are displayed based on reference permission user access.
ESP-14980 Improvements to announcement flow
Release note
Improved the flow when navigating to announcements.
ESP-15986 Restyle Announcemens
Release note
Visual improvements to announcement modal window.
ESP-17063 Remove texts referring to "Efecte" in admin UI
Release note
Removed word Efecte in self-service administration configuration area.
Breadcrumb Navigation for Linked Case Details
Release note
Self-service has a breadcrumb to update when navigating between linked case details pages.
Search in dropdown is focused on mobile, causing keyboard to appear
Release note
Improved focus when search results opened on mobile browsers.
Back button missing in the mobile browser footer in panels view/ catalog view
Release note
Improved.
Cancel button is enabled while submitting a comment
Release note
Improved cancel button behaviour when user has added a comment.
Bug fixes
CP-10581: UI breaks after trying to navigate to a panel while editing form
Release note
Fixed.
CP-10592/CP-10691: Excel and OneNote cell copypaste issue
Release note
Microsoft copies content from it’s applications in multiple formats, including image. Pasting image in the form input or text field, caused this image to be pasted as an attachment. Fix prevents paste action in the form field from affecting file attachment input.
CP-10841: HHH000179 Warning logs when loading homepage component (log pollution)
Release note
Fixed Hibernate proxy narrowing warnings (HHH000179) that occurred when loading the ESS2 portal home page.
CP-10750: Defect in German localization of "shopping cart" in ESS2
Release note
Fixed.
CP-10816 ESS2 shopping cart bug with source/target attributes using filters and macros
Release note
Fixed.
CP-10822 ESS2 catalog form admin view bug
Release note
Fixed the issue when admin edited a catalog form, and the form name was blank after saving.
CP-10830 ESS2: Forms with hidden conditional fields with values cannot be added to shopping cart
Release note
Fixed.
ESP-14136 Whitespaces as value for conditional field can cause error
Release note
Fixed.
ESP-16397 Conditional field skipped by tab navigation
Release note
Fixed.
ESP-17320 Filled form data discarded when changing language
Release note
Fixed the issue when the user changes the language after filling data, the data is discarded without confirmation prompt.
Invalid Approval Configuration row cannot be removed, blocks saving
Release note
Fixed issue, when approval configuration cannot be removed.
Requesting Items toggle goes off on Admin UI when changing the carousel category
Release note
Fixed.
Focus after clicking on clear/remove button should not remove focus on select control
Release note
Fixed.
Fix multi-select reorder items
Release note
Fixed.
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