Executive Summary

The Service Management Tool 2025.1 release introduces significant enhancements across the Agent UI, Effie AI, and general features, including quality improvements around the platform. The release includes further improvements to the feature parity of Agent UI compared to Classic UI, enhanced keyboard accessibility, and the ability to view existing dashboards in the Agent UI. The default logos and colors have also been updated to align with the Matrix42 brand.

With the support for viewing dashboards, the new UI now supports major reporting views: viewing and editing conditions, basic graphical views in view-only mode, and dashboards. All view condition types are now supported, with the inclusion of special condition types and support for communication attributes in comparisons. Agents can benefit from automation support by copying data from related data cards with ReferenceCopy handler support. For the full list of supported capabilities in 2025.1, please refer to Supported Capabilities in the New Agent UI.

For environments where Effie AI has not yet been used, starting the use of Effie AI for Agents has been made even simpler. There is now a 31-day trial available for the generative AI features to leverage email assistance and generative actions to reduce the effort for support agents to write emails and draw insights from service data, leveraging generative AI. For the 31-day trial with the generative AI features, it is even possible to leverage existing OpenAI or Azure OpenAI installations

Effie AI benefits from further improvements to the email interface and a renewed trial period. Additionally, security upgrades and various bug fixes enhance overall performance and user experience. These updates reflect our commitment to continuous improvement and user satisfaction.

Agent UI features and improvements

SUMA-41061 Support for External Reference datatype

• Added support for editing external reference datatype attributes in data card edit mode in Agent UI.

SUMA-44682 Support for EntityStateMail, Worklog, and Comment handler in the new conditions editor

• EntityStateMail, Worklog, and Comment handler are now supported in the conditions editor in AgentUI, similar to ESM Classic UI. It is possible to have conditions based on whether the attribute for emails or comments 1) has unread messages, 2) does not have unread messages, 3) is not empty, and 4) is empty.

SUMA-44691 Support for special condition types

• It is now possible to use the following special comparisons in view conditions: Attribute to attribute, value number of referrers, and number of referrers. The different options are available under the comparison dropdown, which shows “If” by default. 

SUMA-46666 ExternalLinkParameter support

• The ExternalLinkParameter handler now works in the data card view of Agent UI. This allows users to view URLs and set them separate display names. Note: List view does not supporting displaying or using the link.

SUMA-47068 Viewing existing dashboards

• It is now possible to view existing dashboards in the Agent UI. Drilling down to individual views is supported when clicking the name of the view in the dashboard. Filtering is supported. Open conditions are not supported. Pagination is not done in the dashboard view for more efficient utilization of available space - instead, for viewing the full content of a view, the user can expand the individual views. Note: due to a known issue with showing redundant “0” values when descriptions are enabled in a bar chart, saving views used in Dashboards without Description is recommended.

SUMA-49026 Support for ReferenceCopy handler in the Agent UI

• ReferenceCopy handler now works in the Agent UI. A new notification will be shown with the information on which attributes have been changed.

 SUMA-50771 Keyboard accessibility improvements in the toolbar and nav panel

• Keyboard accessibility for UI elements in the toolbar and nav panel has been improved. 

 SUMA-50949 Keyboard accessibility improvements in different views

• Keyboard accessibility for UI elements in different view types has been improved. 

 SUMA-51574 Agent UI: Logo setting for dark mode

• We have added a new option to upload a logo specific to dark mode in Admin, allowing Agent UI to show a different logo for each user based on their selected theme and matching colors.

Effie AI features and improvements

 SUMA-50257 UI Improvements to Effie AI Email

• The settings window layout has been redesigned to be more minimalistic, occupying less screen space. Several issues have been addressed: text formatting now remains intact when pasted into the text editor, and the problem causing the assistant to malfunction in the pop-out window has been resolved. Known issue: Slowness when using Firefox.

SUMA-50860 Renewed Effie AI Trial

• A 31-day Effie AI trial has been introduced, allowing unrestricted use of features during the trial period. The trial will automatically activate in environments where terms and conditions have already been accepted. Old limitations for trial usage were removed. The Email Assistant and Actions admin pages have been updated to ensure consistency, and terms and conditions are now displayed alongside current usage metrics.

 SUMA-52934 Effie AI default settings improvements

• The default settings for several Effie AI features have been improved to allow longer responses and prompts. Effie AI Actions now allows configuring prompts of up to 1000 characters and receiving responses of up to 1000 tokens. The default settings for Complete and Correct features on Effie AI admin have been changed to improve the quality of responses. The total prompt supports 16000 tokens. System prompts and metadata take up another piece of the available context window. From the user perspective, approximately 14000 tokens could be sent as context attribute data.

 SUMA-51406 Effie AI usage logging improvements

• Logging of Effie AI features Effie AI Email and Effie AI Actions is now done to a separate effieai.log file. Logging is set to INFO by default so admins can follow up on the usage of the feature and use that for troubleshooting. Admins can see, for example, if the response has been cut off due to users exceeding the size of the response.

SUMA-51719 New default prompts for Effie AI Action with increased prompt length

• The maximum length of prompts has been increased to 1000 characters.

General features and improvements

SUMA-50237 Configurable preemptive authentication for SendDataCardXmlToHttpAction and SendDataCardXmlToWebService listener actions

• New Feature: Preemptive Basic Authentication for Send Data Card XML Actions
• We've introduced preemptive basic authentication for two actions:
  • SendDataCardXmlToHttpAction  
  • SendDataCardXmlToWebService
  • This feature allows for more efficient authentication processes by sending credentials proactively, reducing the number of round-trips required for authentication.
  • How to Enable:
    • Globally: Set the platform setting datacard.listeners.preemptive.authentication=true  
    • Per Listener: In the action configuration, add "preemptiveAuthentication=true" to the "connectionParameters" item
  • Note: If enabled globally, you can disable it for specific actions by setting  
    "preemptiveAuthentication=false" in the action's "connectionParameters" configuration item.

 SUMA-51556 Matrix42 default customizable colors and logo

• New default logo and colors to match the Matrix42 brand.

 SUMA-51719 Improvements to default prompts and prompt length

• Multiple new default prompts have been added.

 SUMA-51798 Configurable favicon with M42 default

• New Admin option to change the favicon for the application. The set favicon applies to both Classic UI and Agent UI

Security improvements

SUMA-50717 Upgrade the SyncFusion grid component to the latest version

• Upgraded SyncFusion grid component. This will also fix an accessibility issue with empty table headers.

Bug fixes

 SUMA-41683 CP-7517: Startup view may not work randomly after login

• Fixed the start-up view, which sometimes does not redirect to the user's selected view.

 SUMA-45923 CP-7958: New email is not shown if UTF-7 is used

• Emails in UTF-7 are now supported and no longer cause errors.

 SUMA-46891 CP-8056: Import workflow bug: Set empty values doesn't work correctly on import

• Resolved an issue where imported workflows with SetValueNodes containing empty values were not properly displayed in the UI. The fix applies to newly exported workflows.

 SUMA-49088 CP-8227: Template import to respect again the permission.default.bssattribute and permission.default.bsstemplate settings

• Fixed platform settings permission.default.bssattribute and permission.default.bsstemplate not applying correctly when importing templates using XML.

 SUMA-49265 List view conditions dropdown position is wrong and shows no results when list-view is failing when loading

• Error handling for missing templates has been added for the attribute path dropdown.

 SUMA-49285 Refresh interval closes the settings while editing list view conditions

• Fixed an issue with the refresh interval that closed the settings while editing list view conditions. Refresh now happens in the background and does not impact the settings and conditions panel.

 SUMA-49383 WebAPI import failures due to invalid cache data

• Prevented WebAPI import failures caused by LazyInitializationException.

 SUMA-49539 Reference dropdown layout issues

• The dropdown list doesn't show outside the screen and does not appear over the header or footer when scrolling up/down.

 SUMA-49598 CP-8263: Error when accessing ESM Performance Statistics due to caching

• Accessing ESM Performance Statistics more than once no longer causes caching errors.

 SUMA-49809 CP-8302: Agent UI: not handling enable-if defined attributes correctly

• Enable if configurations now work correctly in the Agent UI.

 SUMA-50022 CP-8320: Data cards get automatically saved when opening the drop-down of a reference attribute which has an order by criteria

• Clicking on a reference attribute dropdown should not trigger a data card save in the background.

 SUMA-50403 CP-8340: Incorrect translation in Admin UI text for German translation

• German translation for text\_product\_permissions updated to correct spelling.

 SUMA-50573 List view paginator is hidden when an open condition is applied

• The issue with open conditions causing the bottom of the list view to hide under the page fold has been fixed.

 SUMA-50586 Agent UI: Column width is not saved upon saving

• It is now possible to change and save the column width in the list view. Known issue: Width is not saved if the user opens a data card from the view after saving.

 SUMA-50701 Infinite load when creating a new list view with no results

• Fixed random infinite loading that occurred when the list view did not have any data cards.

 SUMA-51180 Wrong colors in dark mode list view

 SUMA-51189 List view overlay issues

 SUMA-51245 CP-8547: Effie AI Ticket does not handle pictures and long text correctly

• Fix for links to data cards not being clamped correctly and long text without whitespace overflowing in the Effie AI Ticket sidebar.

 SUMA-51286 Reference dropdown in the open conditions panel does not handle CategoryDropdown references

• The child category dropdown now allows empty parents when used in the conditions panel—all options will be presented.

SUMA-51821 Effie AI configuration data cards are visible

• Templates with system code "effieai" will not appear in the search.

 SUMA-51849 DataCardsArchiverTask fails entirely on single deletion error and lacks proper error logging

• DataCardArchiverTask now deletes each data card in its own transaction so that one failure doesn’t make the whole operation fail.
• Additionally, new info-level logging was introduced to BusinessObjectManager to troubleshoot any persistence layer problem, not just this one.

 SUMA-51887 Total value in the list view has the wrong background

• Fixed background color issue for total value in list view.

 SUMA-52492 Wrong Finnish translation for Don't update

• Updated Finnish translation for "No refresh" Refresh interval option.

Fixes and improvements related to other products:

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