News in NSP 12.2.

Release May 2026

Configuration

Integrations - Navet

Navet is Skatteverket’s (Swedish Tax Agency) population register service. This integration lets NSP users search for Swedish residents from person management forms. Two search modes exist:

• Personpost: Look up a person by 12-digit personnummer (Swedish personal identity number). Returns name, address, birth date, civil status, and citizenship.

• Namnsokning: Search by name, address, city, postal code, birth date, or gender. Returns up to 100 matching results.

Select a person from search results to auto-fill NSP form fields (name, address, birth date, SwedishPersonalNumber).

• Before you begin, confirm you have:

• Admin access to NSP Admin Portal.

• A client certificate (.p12 file) for your organization. For test environments, this is Kommun A certificate from Expisoft.

• PIN code or password for your certificate.

• Your Organization Number (OrgNr) and Order ID (BestallningsId) from Skatteverket.

• Access to your server running NSP (for certificate installation).

Integrations - Vscope

vScope integration imports hardware inventory data from vScope into Nilex Service Platform (NSP). It connects to a vScope instance via REST API, downloads device data in CSV format from a table preset, and creates or updates Computer CI (Configuration Item) records in NSP.

You configure column mappings between vScope attributes and NSP CI fields. NSP supports automatic mapping suggestions, custom field matching for duplicate detection, and scheduled recurring imports.

Prerequisites:

• Admin access to NSP Admin Portal

• A running vScope instance accessible from NSP server

• A vScope API Key for authentication

• At least one table preset configured in vScope that includes a UUID column.

Generating a vScope API Key

You need an API Key from vScope to authenticate. Follow these steps to generate one:

1. Open your vScope web interface in a browser (e.g., http://vscope-vm:80).

2. Log in with an admin account.

3. Navigate to Settings > API Access Tokens.

4. Click Create token.

5. Copy and save your token key. You will enter this value in NSP.

vScope API Key generation

Integrations - Intune

Intune integration imports device inventory data from Microsoft Intune into Nilex Service Platform (NSP). It connects to Microsoft Graph API using Azure AD authentication, retrieves managed device reports, and creates or updates Computer CI (Configuration Item) records in NSP.

You configure column mappings between Intune device attributes and NSP CI fields. NSP enriches each device record with Azure AD user profile data (department, job title, phone, manager). Import supports automatic mapping suggestions, custom field matching, and scheduled recurring imports.

Prerequisites

• Admin access to NSP Admin Portal.

• An Azure AD tenant with Microsoft Intune license.

• Managed devices enrolled in Intune.

• An Azure AD App Registration with required permissions (see Section 3).

• Tenant ID, Application (Client) ID, and Client Secret from App Registration.

Azure AD App Registration

Intune integration authenticates via OAuth2 client credentials. You need an App Registration in Azure AD with specific API permissions.

Creating an App Registration

1. Open Azure Portal (https://portal.azure.com).

2. Navigate to Azure Active Directory > App registrations.

3. Click New registration.

4. Enter a name (e.g., NSP Intune Integration).

5. Select Accounts in this organizational directory only as supported account type.

6. Leave Redirect URI empty. Click Register.

7. After registration, note these two values from Overview page:

Value	Where to Find
Application (Client) ID	App Registration > Overview page. A GUID value.
Directory (Tenant) ID	App Registration > Overview page. A GUID value.

Azure Portal: App registrations

Azure App Registration Overview page

Integrations - AI

NSP includes AI in several practical places across the platform, and each location supports a different part of the support process:

• In AI Settings, administrators enable and configure the AI providers.

• In Advanced Ticket View, agents receive summaries, writing help, solution suggestions, and text refinement tools.

• In the tickets AI tab, agents see related tickets, relevant knowledge articles, and suggested actions.

• In SSP Submit Ticket, end users receive immediate AI guidance and related article recommendations before submitting a ticket.

• In the SSP Knowledge Base, users are guided toward related content through Similar Articles.

Together, these features make NSP faster to use, more informative, and more supportive for both agents and end users.

Enabling AI in NSP

Before users can work with AI summaries, AI writing tools, article suggestions, or AI-generated solutions, AI must be enabled from Configuration > Settings > AI Settings.

Starting point: If AI is not enabled and saved on this page, the AI elements described in the rest of this manual will not be available to users.

NSP supports three AI modules. Ollama is the free internal NSP module. OpenAI and Azure OpenAI are commercial integrations. Each module can be enabled separately, which allows the organization to decide which provider should be available in the system.

Provider	Type	Purpose in NSP
Ollama	Free / internal	Internal NSP AI module for organizations that want an internal AI option.
OpenAI	Commercial	External commercial integration that uses an API key, model, and embedding settings.
Azure OpenAI	Commercial	Commercial Azure-based integration that uses Azure endpoint and credential settings.

At the top of the page, the main Enable option activates AI for the system. Below it, each provider has its own Enable option and its own configuration fields. Ollama is configured through its service URL. OpenAI is configured with an API key, model, embedding model, and dimension. Azure OpenAI is configured with its URL, tenant information, client credentials, model details, embedding settings, and API versions.

The Default Integration field determines which provider NSP should use by default. The AI Search Entities section controls which NSP data can be used in AI searches and suggestions. In the provided screen, these entities are Tickets, Knowledge Base, and Users.

After the settings are completed, click Save to store the configuration. The Sync action should then be used so that NSP can synchronize the searchable AI data and apply the latest settings.

Configuration: AI Settings

NSP Insights

Insights in NSP provides a configurable dashboard area where organizations can present key figures, charts, and other report elements to users. The feature is available from Configuration > Manage > Insights, and it is intended for administrators who want to design and publish dashboards based on NSP data.

1. Insights Settings - Manage available Insights dashboards, default selection, and direct access options.

2. Design Reports - Build or edit the report template that will be used as the dashboard layout.

3. Settings - Manage the token and restore the default template and datasource files.

Before creating a dashboard, it is important to make sure that the required report template and datasource files are available and that a valid token exists on the Settings tab. The token is used when configuring report data sources.

Starting point: A practical sequence is to first verify the token and default files on the Settings tab, then prepare the datasource in Design Reports, and finally create or edit the Insight entry in Insights Settings.

Tab	Purpose	Typical actions
Insights Settings	Create and maintain dashboard entries visible in NSP.	Add new, edit existing entries, delete, set default, enable direct access.
Design Reports	Design the report layout and bind it to shared datasources.	Create a blank report, create from template, assign data source, set item properties, preview.
Settings	Manage the technical prerequisites used by report datasources.	Copy the token, create a new token, override files with the default template and datasource.

Insights Settings

The Insights Settings tab lists all configured dashboards. From this page, the administrator can add new entries, mark one dashboard as default, and enable direct access for dashboards that should be published through a shareable URL.

Configuration: Insights Settings

Add new and edit an Insight

Use Add new to create a new dashboard entry, or use Edit from the row actions to update an existing one. The form contains the following fields:

• Name: the display name of the Insight in NSP.

• Design template name: the report template file that will be used for the dashboard.

• Description: an optional description for administrators or users.

• Show toolbar: displays the report viewer toolbar in the dashboard view.

• Enable auto update: allows the dashboard to refresh automatically when supported by the setup.

After the fields are completed, click Next and continue with the remaining configuration steps until the Insight is saved.

Insights Settings: Edit Insight Form

Global function settings

A new setting is available in Global Function Settings/Service items - Use order total for approval limits.

If this setting is enabled, the approval flow limit applies to the entire order. If the limit is exceeded, each service item within the order must be approved individually.

If this setting is disabled, the approval flow limit applies to each individual item.

Document templates

New placeholder property added. Ticket Form Properties takes all properties from both form regions and lists them in that order inside Document Template.

Document templates

A new option has been added for documents templates - Set as default: This setting marks a document template as the default for its entity, and only one template per entity can be set as default. The Download button on the Ticket page appears only when a default template exists.

Triggers

Triggers can be set for other entities, like CI, Contracts, Products, KB, etc. The list is available in the Entities dropdown. See more at: Add Event Trigger

SSP Configuration

Dashboard tab: New settings have been added to the Service Catalog widget, allowing the agent to choose which popular services are displayed: All, or those from the last 24, 12, 6, 3, or 1 months.

Settings - custom links

Custom links can now be opened in 3 ways: 1. Open in Current tab, 2. Open in new tab, 3. Open in popup. Settings are available in Custom link/Actions (1st tab)

Rest API

Added GetEntityUrl endpoint to API that takes entityTypeId and entityInstanceId and returns the correct encrypted URL.

Ticket forms

Show user data on form: If this option is enabled, logged-in user data will be shown in the bottom of the selected end-user ticket form to ensure the user to clearly see which account is being used before submitting a ticket.

Ticket forms

A new option has been added on CI reference fields on ticket - Show CIs on specific status field allows you to filter CI reference values by status. Only CIs with the selected status (e.g., In Use, Leased) will be displayed in the list. This setting applies only to CI reference properties.

Example:

UI improvements - rolls and permissions

The Export option is now available in Permissions scope/Users tabs. This enhancement allows users to export the data currently displayed in the selected tab in Excel or PDF format, and generate simple reports for reporting, sharing, and record-keeping purposes.

UI improvements - entity types

The order of entities is now configured in the entity editor using the drag-and-drop option. The order of entities defined there will also be applied in the views.

Kanban view - tasks

The Kanban view can now also be configured for tasks.

Agent portal

UI improvements - ticket kanban view

When a ticket is closed from the Kanban view, the behavior is consistent with changing the ticket status from the ticket view. The Close Ticket Comment popup is displayed based on the configured system settings.

UI improvement view ticket

The Direct Mail popup in the ticket form includes an optional BCC field. This field allows the user to send a copy of the message to an additional recipient without making the primary recipient aware. The BCC field is visible and editable only while composing the email, and it should be used when a hidden copy of the message needs to be sent to another recipient.

After the message is sent, the system records that the BCC option was used in the email comments section. A color-coded BCC tag is displayed to help agents quickly identify messages sent with BCC. The tag color can be configured in Agent Portal Configuration to match the existing UI theme.

Ui improvements view ticket

When you click the ticket number, the ticket URL is automatically copied to your clipboard. You can then paste the ticket link wherever you need it.

UI improvements view ticket

The interface of the subject field in the ticket view has been improved with a pointer when editing.

UI improvement - article view

Counters on all tabs have been added within Article view.

UI improvements - contract view

Counters on all tabs have been added within Contract view.

UI improvement - task view

Task Description can be edited (this option is controlled by system permission). If you have permission to edit the description there is an Edit link in lower right corner. This link opens a popup with a text box containing the current task description.

Service catalog - ci leasing settings

A new option has been added in the CI leasing settings on service item - Maximum number of leased items per customer account: This setting lets the agent limit the number of units of the selected service item a customer account can lease at the same time. If the limit is exceeded, the customer will receive an error message when attempting to place an order.

Self Service Portal

UI improvements - mobile view

In case of using SSP on mobile, improvement has been made in layout. Two column layout implemented on NSP mobile for SSP Navigation Links.