Matrix42 supports service delivery and its related records. Service Automation Suite connects work in Matrix42 to other service environments and data sources. Requests, relevant context and progress stay connected while each team uses its own application.
The work between your applications
Work from Matrix42. Connect the next steps.
Your team works in Matrix42. Connect tickets, progress and relevant data with other teams and applications without repeatedly entering the same information. Service Automation Suite keeps follow-up connected to the original ticket: who needs to act, what has been done and what still needs attention?
A change, request or alert
Service Automation Suite
Data, people, assets and relationships on one foundation.
Compare
What exists? What should exist?
Determine what is needed
Matrix · policy · legal requirements
Coordinate the next steps
Checks · tasks · approvals · actions
Execution ↔ feedback
Your people and tools
For example. Also with other teams, suppliers and applications.
Verify. Inform. Report.
What is complete? Who needs to act? Which exception needs attention?
Start with one integration, register or check. Build on the same data and rules.
Data & context
The right information alongside work in Matrix42.
Combine available inventory and customer data with service or equipment records in Matrix42. Agree an authoritative source per field and follow up discrepancies deliberately.
Service Automation Suite · Central coordination
Relate data, verify and determine follow-up
Add a central register and source-of-truth rules. Check differences, request missing data and determine what gets updated.
Work from Matrix42
Data & context
For example, with
Microsoft Dynamics 365Microsoft Intune
Your other teams and applications
Choose the required source
Define the data the service team needs and its authoritative source.
Match the same relationship
Match people, customers or equipment using agreed identifiers. Review uncertain matches.
Update and verify
Update only agreed fields and verify the outcome. Route missing information to its owner.
Teams & suppliers
Work from Matrix42. Connect the other party.
The customer enquiry is in Matrix42, but another team or supplier needs to act. Share the required context and connect feedback to the original enquiry.
Service Automation Suite · Central coordination
Relate data, verify and determine follow-up
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Work from Matrix42
Teams & suppliers
For example, with
Your other teams and applications
Choose what to share
Define which requests and fields the other party needs. Keep internal notes internal unless explicitly agreed otherwise.
Connect the working agreements
Relate the original request to the other party's work. Agree how priority, ownership and status are mapped.
Return progress
Return agreed comments and outcomes to the original enquiry. Follow up missing updates; forwarding does not mean resolution.
Request & execution
A request in Matrix42. Follow-up arranged too.
Connect an approved request to the required manual and automated steps. Keep the decision, execution and outcome together.
Service Automation Suite · Central coordination
Relate data, verify and determine follow-up
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Work from Matrix42
Request & execution
For example, with
Microsoft Entra IDJira
Your other teams and applications
Define the conditions
Define the information and approval required before work can start.
Coordinate follow-up
Assign the task to the right team or start the agreed system action. Retain the original request reference.
Confirm the outcome
Record confirmed execution and keep failures and outstanding tasks visible.
Under the hood
How to connect, test and manage the integration.
For administrators who want to understand how it works: connect Matrix42 to your other applications, map the data and use the response in the next step. Configure it centrally in Service Automation Suite.
Agree access and application scope
This example concerns Matrix42 Enterprise Service Management. Use the documented Public API where appropriate. Product lines, editions and capabilities can differ; confirm the environment and permissions first.
Choose the API method, URL and authentication. Manage the host and credentials in an environment. Test a request in Discovery and inspect the fields actually returned by the API.
Build the request body from validated data and inspect Body Preview before testing. Use the result ID in Data Context for the next request or save output to an entity. Configure write-back separately.
Configure error rules by HTTP code and/or message. A temporary API failure can use bounded retries. A missing relationship or rejection needs another route: record the cause and configure a verification task for the appropriate team, for example.
Which data do you maintain?
An example configuration, not fixed field names or a mandatory combination.
Ticket number and external reference
Store the relationship between both records in a shared table and reuse it for subsequent updates.
Status, priority and support group
Translate codes using centrally managed tables. An external status does not automatically close the internal ticket.
Response, resolution and outcome
Write the available response to the related record and check agreed completion conditions.
Sent ≠ processed. Use the response and agreed validation to determine the next step.
Need to publish data yourself?
Use Endpoint Composer to publish a configured Service Automation Suite data object. Choose read and write methods and security profiles so a customer can retrieve agreed service data or a supplier can submit information, for example. Configure data selection and subsequent processing separately.
Combine the integration with a form, a shared matrix, a review or collaboration between service teams. For example, an approved request leads to execution in Microsoft Entra, a ValidSign signature request and feedback in TOPdesk. Your process determines the steps needed; not every use case requires all these components.
Start with one use case. Connect customer, employee and asset data, for example, and agree which source is authoritative. Reuse those relationships, a matrix where needed and configured actions in the next workflow. Agree who maintains the data and rules. Expand without repeatedly connecting and maintaining the same information.
Supplier finished. Is the internal work complete?
A supplier closes its ticket while internal verification or user confirmation is still missing.
Combine
Relate both tickets and the affected service. Use external completion to trigger a check, not automatically close the internal ticket.
The outcome determines what follows
Confirmed: complete internally. Rejected: return the reason and request correction. No response: assign follow-up to the agreed group.
The benefit
Fewer prematurely closed tickets and clear ownership of the next action.
Time recorded, but not yet accounted for.
Service work is complete but time entries do not match a known customer, project code or agreed processing route.
Combine
Combine time entries with central customer and project relationships and accounting rules. Request specific missing information.
The outcome determines what follows
Accepted: retain the accounting reference. Rejected: have the owner correct the cause. Resending an entry requires checking whether it was already processed.
The benefit
Less investigation and correction between service and finance without automatically treating errors as billable work.
A different name does not mean a new record.
A person or organisation has a different name in the source than at a customer or supplier. Matching text again can create incorrect or duplicate relationships.
Combine
Retain verified identifiers and source rules in a shared table. Reuse the relationship for requests, tickets and other integrations.
The outcome determines what follows
Known key: use the relationship. Multiple candidates or a missing identifier: request review. Once confirmed, reuse the established relationship.
The benefit
A consistent data foundation managed by your team instead of investigated again for every connection.
Your process needs more than a standard action?
Configure the missing API request, input and output in API Composer. Use its response in the next step and combine it with data tables, forms and automations. Extend the same product and reuse the configured building blocks.
Use Service Automation Suite to update a ticket in TOPdesk, for example, with fields available through its API, such as category, priority, status and support group. For another application, configure its request and field mapping. The outcome determines the next action: confirm, add information or request review, not merely check whether the request arrived.
Need to publish data or let others submit it? Endpoint Composer exposes a configured Service Automation Suite data object with selected methods and security profiles. Other building blocks handle subsequent processing.
From product to workflow
Matrix42 in your wider workflow
Pull up a chair. Or join us online.
Over coffee, tea or online: tell us what you are working on.
We can help with the integrations, automation and coordination your process needs, even if your application is not listed yet.
Microsoft Dynamics 365
Microsoft Intune
