Release date: 08 Jul 2025

New Features

Custom Fields for the Service Case Workflow

OPERATORSERVICE PROVIDER

With the help of the symmedia Consulting Team, custom fields can be added to the Service Case workflow for Service Providers. These fields can help obtain specific, relevant information to optimize the service process. The following field types are included: STRING, NUMBER, BOOLEAN, DATE, PASSWORD, SELECT, MULTI_SELECT and FREE_TEXT. Information is requested in an additional step in the Create Service Case dialogue, and it applies for all workflows, including internal Service Cases.

The entered information is visible to the requester and the service team on the Service Case Detail page.

If you would like to add custom fields to your tenant's Service Case process, please email us at consulting@symmedia.de.

Edge Device OS Version Information

OPERATORSERVICE PROVIDER

Information on the Edge Device Status tile is now available on the Asset Detail and Edge Device Detail pages. This information notifies users when a new operating system version is available for Edge Devices.
There is also a direct link to the official documentation, which provides quick access to the corresponding OS release notes.

This feature increases transparency and ensures that responsible users are always aware of available updates.

Changes, Improvements, and Fixes

Improvement: Precondition Checks for Tunnel Start

OPERATORSERVICE PROVIDER

To improve usability and reduce failed connection attempts, the Start Tunnel button is now disabled when essential preconditions for the selected tunnel configuration are not met.

Rather than relying solely on the SSC client to display errors, the symmedia Hub UI now proactively checks for known issues and notifies users directly. A clear explanation indicating why the tunnel cannot be started is shown.

Release date: ​11 Jun 2025

New Features

Remote Access without a Service Case context

OPERATOR

Until now, Remote Access has only been used in the context of a Service Case, which has resulted in Service Cases being left open indefinitely so that the Operators of a machine can use Remote Access at any time.

With the new feature “Remote Access from Asset Detail Page”, the Remote Access can be enabled for internal Operator use right from the detail page of the corresponding Asset. A Service Case is no longer required. This feature is available for SSC Datalink, SSH-TCP, and WebVNC configurations.

Document Upload for Customer Machines

SERVICE PROVIDER

On the Customer machine detail page, Customer Data Managers can now upload and manage documents for a specific Customer Machine. The uploaded documents are automatically shared with the Operator of the Machine.

New Interface for managing Documents on the Machine Model

SERVICE PROVIDER

Documents uploaded for a Machine Model are now visible, downloadable, and manageable on the Machine Model detail page. It is also possible to upload new documents here, as on the Customer Machine and Asset detail pages.

Changes, Improvements, and Fixes

New Interfaces for uploading and managing Documents for Assets

OPERATOR

The user interface for uploading documents on the Asset detail page has been improved. Documents can now be added via drag-and-drop.

Improved File Upload

OPERATORSERVICE PROVIDER

The file upload process on the Company Settings and Appearance page has been completely reworked, solving many problems and bugs related to image and logo uploads. Furthermore, the resolution and file size restrictions have been changed to simplify file selection.

Remote Access- and File Transfer Configurations

OPERATORSERVICE PROVIDER

We moved the Remote Access and File Transfer configurations from the Edge Device detail view to the Asset detail page for Operators and the Machine Detail page for Service Providers to improve clarity and ease of navigation in the portal.

Improved Performance for Users with Access to many Customers

SERVICE PROVIDER

Performance for Service Provider users with access (scope) to many Customers and Customer Machines has been improved.

Release date: 14 May 2025

Changes, Improvements, and Fixes

SSC TCP and DataLink Tunnel: Improved Connection Stability and Reconnect Mechanism

SERVICE PROVIDEROPERATOR

We have worked on the stability of our TCP and DataLink Tunnel and added a reconnect mechanism in case the connection between the Edge Device and the machine component is interrupted. For example, refreshing a web interface that is tunneled via http will no longer close the Tunnel connection.

New UI for creating and editing Machine Models

SERVICE PROVIDER

The UI and the usability of creating and editing Machine Models has been improved. In particular, the assignment of compatible applications is now clearer and easier.

Reduction of unnecessary Chat Messages in Service Case Chat

SERVICE PROVIDER

Messages from participants leaving or joining a chat room in Service Case chats have been made invisible to focus on the relevant content in Service Case chats.

New Application Versions available

SERVICE PROVIDEROPERATOR

New versions of the Data Link Tunnel Extension and File Transfer Applications are available to improve security. Both new versions have the same compatibility as the previous versions. Older versions are no longer available anymore for new installations of these Applications.

Release date: 16 Apr 2025

New Features

New Manage Applications View for Application Providers

APPLICATION PROVIDER

Users with the App Developer role now have access to a new view called "Manage Applications". This view provides an overview of all published and deactivated applications submitted to the symmedia Hub by their tenants. For each application, a detail page provides an overview of the registered versions and the ability to manage their state, i.e. to either disable or republish a specific version.

Registering a new version of an application no longer triggers the deactivation of previous versions - previous versions can now be manually deactivated or otherwise remain in the published state. This makes it possible, for example, to publish different versions of the same application - with different machine compatibility settings - at the same time.

Application Provider Documentation

Changes, Improvements, and Fixes

WebVNC Tunnel: Improved Connection Stability and Reconnect Mechanism

SERVICE PROVIDEROPERATOR

We have worked on the stability of our WebVNC Tunnel and added a reconnect feature in case the connection between the Edge Device and the machine component is broken. As a result, the WebVNC Tunnel can now be used to connect to RPD sessions mirrored by the experimental UltraVNC RDPmode feature.

Export all Data in Customer Machine Overview

SERVICE PROVIDER

The export of the Customer Machine Overview has been optimized and it is now possible again to export all customer machines of your tenant in one file.

Tenant Visibility on the Onboarding Screen

OPERATORSERVICE PROVIDER

The tenant visibility can now be selected directly during company onboarding.

Description of Assets in the Asset Overview

OPERATOR

The Asset name was an optional field when creating or editing an asset, but was always displayed as the title of the Asset card in the Asset browser. This resulted in blank Asset cards if the name was not maintained. With this change, the Asset's external ID will be displayed as the first fallback if the Asset name is left blank. If both the Asset name and external ID are empty, the serial number is displayed as a second fallback.

Leave Service Case Chat Rooms

OPERATORSERVICE PROVIDER

It is now possible to leave Service Case chat rooms. This helps to reduce the number of open chat rooms when leaving the room of a Service Case after it is closed. It is possible to re-enter the chat by going to the Service Case details page.

New OS Version for Edge Devices (25.04.0)

OPERATORSERVICE PROVIDER

We are releasing of a new operating system version for our Edge Devices. This update includes various security fixes, bug fixes, and improves the reliability of the operation, especially in the context of the SSC Data Link Tunnel, DNS, and NTP over DHCP.

It is recommended that all our customers to update their Edge Devices to the new OS version.

Release date: 19 Mar 2025

New Features

New Company Settings Page

OPERATORSERVICE PROVIDER

The Company Settings page has been completely redesigned. You can now configure all the settings needed to present yourself to other tenants and preview how your company card will be presented to other tenants.

In addition, the billing address can now be entered and maintained on this page.

Changes, Improvements, and Fixes

Deletion of Customer Objects

SERVICE PROVIDER

It is now possible to delete customer objects from the front end. Deletion is only possible if no customer machines are assigned to the customer. In this case the customer machines must be deleted first.

Selection of preferred Date Format

SERVICE PROVIDEROPERATOR

In the personal settings, each user can now select their preferred time & date format. The default is inherited from the browser.

Additional filters added to the Customer Machines Table

SERVICE PROVIDER

A number of filters and sorting options have been added to the Customer Machines table. These include the ID, Service Contracts, Machine Model, Technology, Brand and Customer fields.

Release date: 19 Feb 2025

New Features

SSC Tunnel Error Messages

OPERATORSERVICE PROVIDER

We have added error messages to both our WebVNC implementation and our SSC Tunnel clients in order to help users locate and resolve problems more easily.

For this to take effect, please update your SSC Tunnel client to version 5.0.0 or higher. If you’re using the SSC Data Link Tunnel Extension, you will also need to update the application to version 2.2.0 or higher.

Billing Address

OPERATORSERVICE PROVIDER

Tenant administrators now have the ability to create, read, or update a tenant's billing address. A corresponding tab has been added to the Tenant Settings panel. The billing address is used as the primary address of the customer record in connected ERP and payment systems.

When a tenant provides their billing address for the first time, it changes their global billing status and, for example, machine assets can now be activated and used at their own risk for a fee as per the SaaS agreement.

Changes, Improvements, and Fixes

Improved Visibility of Applications

SERVICE PROVIDER

Application visibility has been improved for Service Provider users. Specifically, 1st Level Supporters, Service Technicians, and Customer Data Managers now have access to the Application Overview and Application Detail pages. The applications that the Master Data Manager can mark as compatible are now filtered to the truly useful ones for greater clarity.

Visibility of newly created Assets and Facilities

OPERATOR

For users who only have access to a subset of the tenant's facilities, in the past, Assets would be invisible after creation if no facilities or a newly created facilities had been assigned. The visibility rules have been changed and simplified in this regard: The user always gets access to an Asset after creation.

The same applies to newly created facilities: The user always gets access to a newly created facility.

Visibility of newly created Service Organisations

SERVICE PROVIDER

Once a Service Organization is created, the user will always have access to it.

Release date: 22 Jan 2025

New Features

Applications Tab on Asset Details Page

OPERATOR

We’ve added an Applications tab to the Asset Details page. This allows you to manage the applications on the Edge Device paired with the Asset without leaving the Asset Details page for easier navigation. Both installed and available applications are filtered for the specific asset for improved clarity.

Changes, Improvements, and Fixes

New Laser Pointer Tool in Whiteboard⁣

OPERATORSERVICE PROVIDER

A laser pointer tool has been added to the Whiteboard to temporary highlight content.

External ID for Assets

OPERATOR

Operators can now add an external ID to their Assets to better identify their Assets internally or to use this ID as an identifier when synchronizing with an external system such as an ERP or CRM system. The external ID can be entered when creating or editing an Asset and it is displayed on the Asset Details page. In addition, users can search and filter by external IDs on the Assets Overview page, .

Improved Tunnel Connection Status Synchronization

OPERATORSERVICE PROVIDER

When using a TCP- or Data Link-Tunnel with the local Tunnel client, the active Tunnel session is automatically closed, when the local client is closed. There is no need to manual cleanup orphaned “active” sessions.

Release date: 18 Dec 2024

New Features

Big Company Card on Collaborations Page

OPERATOR

A new small feature has been added to the Collaborations page. When clicking on a company in the overview, a new detailed company card opens, showing all relevant information about this company, including short description and contact details.

Download of Invoices

OPERATORSERVICE PROVIDER

There is now a button on the License Subscriptions page (Service Provider) and the Asset License Subscriptions page (operator) that allows you to download the invoice for the selected month.

The button is disabled if no invoice exists for the selected period, yet.

Changes, Improvements, and Fixes

New Filter Options in Asset Overview⁣

OPERATOR

It is now possible to filter and group by Service Provider and Licensed by on the Asset Overview page.

New “Service Provider” Column in Operator Service Case Table

OPERATOR

Operator users now have the possibility to display and filter for the Service Provider tenant responsible for the Service Cases in the table. This is especially useful for Operators collaborating with multiple Service Providers.

Improved Session Handling

OPERATORSERVICE PROVIDER

Sessions in the symmedia Hub are expiring at the latest after 24 hours to avoid misuse. Timed-out sessions are now handled cleaner, leading back to the login screen.

Improved Role Assignment⁣

OPERATORSERVICE PROVIDER

The role assignment in the user management is now handled asynchronously to allow a faster feedback for tenants with lots of data. The changes made when inviting or editing a user are now not applied immediately but it might take up to a few minutes.

Release date: 04 Dec 2024

New Features

Collaborations Page

OPERATOR

The new Collaborations overview page displays all Service Provider tenants the current tenant is collaborating with. This page will be the starting point for further collaboration features to come with future releases.

Changes, Improvements, and Fixes

Increased Performance for Customer Machines Overview

SERVICE PROVIDER

The Customer Machines are now loaded with server-side pagination. This leads to an improved performance of the Customer Machines overview, especially for a large amount of data (>1000 items). Furthermore, the Customer Machines can be loaded paginated via public API.

Improved Usability of User Role and Scope Assignment for a large Number of scopes

OPERATORSERVICE PROVIDER

The usability of the User Management has been increased for tenants with a bigger scope tree (>10,000 items). This has been reached by

• reducing the scope tree on Service Provider side by removing the assignment of individual Customer Machines

• loading the scope tree in the background whilst opening the User Management page

• introducing infinite loading and further UI improvements when collapsing and scrolling through the scope tree

Improved User Interface for Applications

OPERATOR

We reworked the user interface for applications to improve clarity, navigation, and performance. Available applications are now grouped by their installation status and different versions of an app can now be found as different version entries on the same application detail page.

New Notifications for Update of external Service Case IDs

SERVICE PROVIDER

It is now possible to activate email notifications for external ID updated events in the notification settings. Moreover, the external ID will now be contained in all Service Case-related notification emails if it has been set for the Service Case in question.

New URL symmedia-hub.com

OPERATORSERVICE PROVIDER

As of this release, the symmedia Hub portal will be accessible under the new address symmedia-hub.com, which also affects the public API endpoints. Access via the existing URLs secure-service-hub.de and secure-service-hub.com will continue to work until further notice.
Customer-specific portal URLs are also not affected and can continue to be used unchanged.

Please note that new API tokens must be issued when switching to the symmedia-hub.com public API endpoint. In this case, please contact our support team.

We encourage all customers to switch to the new URL symmedia-hub.com as soon as possible and to adjust the required firewall rules accordingly. Further information on firewall settings can be found in our Knowledge Base:

https://symmedia.atlassian.net/wiki/x/moBmJAQ

https://symmedia.atlassian.net/wiki/x/iQAP-AM

Release date: 30 Oct 2024

Changes, Improvements, and Fixes

Notifications in the Portal

OPERATORSERVICE PROVIDER

We reworked the notifications menu and added a button to mark all notifications as read at once.

Whiteboard: Locked-State

OPERATORSERVICE PROVIDER

Whiteboards in a Service Case chat are locked, i.e. cannot be modified, when the Service Case is closed. This is now properly reflected in the frontend.

Additional Configurations on Company Settings Page

OPERATORSERVICE PROVIDER

On the company settings page, further information of the own company can now be added. The information will be used in the future to present the own company to other companies on the platform. The additional information includes a company logo and a marketing picture as well as a marketing slogan and a company short description.

Option to make own Company not browsable for Others

OPERATORSERVICE PROVIDER

Even so the symmedia Hub is a multi-tenancy platform that focusses on helping companies to get in touch with each other, there are reasons that some companies don’t want to be found through the tenant search. An example would be if the company is just testing the platform or currently in the onboarding phase. Therefore, a possibility to opt-out has been added to the company settings page to hide the own company in search results and proposals.

New User-Role for API Users - “Data Analyst - Controller”

OPERATORSERVICE PROVIDER

A new user role has been added, focussing on API users. This role has only limited functionality in the symmedia Hub frontend, but is able to read all information of the own tenant on API level but has no create, manage or delete permissions.

This includes Service Cases, Licensing information, Users, Customers, Customer Machines, Service Organisations, Assets, Facilities, and related features.

Enhance Navigation in Asset Creation / editing Drawers

OPERATOR

The navigation in the Asset creation and editing drawers has been improved. It is now easier to skip steps and possible to jump from on step to another by clicking on the headline of the step.

Service Case: show External IDs

SERVICE PROVIDER

External IDs for Service Cases are now displayed on the Service Case details page for Service Providers if an External ID as been set. Furthermore, the External ID can now also be added to the Service Case overview table to ease finding a Service Case by its External ID (inactive by default).

Machine Asset Components in the Service Provider Billing View

SERVICE PROVIDER

Users with the tenant admin permission do have access to the Service Provider Billing View, which displays all billing relevant information for active machine assets per customer and month. The license subscription overview is now extended by the number of machine asset components to be billed (connected) as counted from the machines connection configuration.

Release date: 08 Oct 2024

New Features

Operator Billing View

OPERATOR

For Operator Tenants, a new license and billing related view is provided.

Users with the Tenant Admin permission have access to the Operator Billing View, which displays all relevant billing information for each active machine asset per month:

• The type of subscription (unconnected / connected)

• For connected machine assets, the number of machine asset components to be billed as counted from the machines connection configuration.

Changes, Improvements, and Fixes

Improved File Upload

OPERATORSERVICE PROVIDER

File upload for both Chat attachments and Documents & Media associated to an Asset or Machine Model have been improved in terms of reliability, performance, and security. The file size limit for uploads was raised to 200 MB. Upload progress is now displayed for files larger than 5 MB.

Configuration page for Asset Tags

OPERATOR

After introducing Asset Tags in the previous release, we now add a new page to manage these tags for the own tenant. The Facilities page has been included into the Asset Tags Configuration page.

Country as additional Asset Tag

OPERATOR

In the Asset creation and editing workflows, the country where the Asset is located can be added as an additional tag. The Asset overview can now be filtered and sorted by the country of the Asset.

Service Provider & “Licensed by” are displayed on Asset Detail Page

OPERATOR

Two additional fields have been added to the Asset detail page. The Service Provider shows who is providing Service for the Asset and will receive Service Cases. The new “Licensed by” filed shows which tenant licensed the Machine/Asset and has to pay the subscription.

“Licensed by” as new Field on Customer Machine Detail Page and Overview

SERVICE PROVIDER

The information who licensed the Machine is also available for Service Providers on the Customer Machine detail page and the Customer Machine overview as an optional column.

Remote Access

When a Service Case is closed or the Remote Access for the Service Case is disabled, existing Remote Access sessions are stopped. The user is warned about active sessions when closing a Service Case or disabling Remote Access to prevent him from stopping them accidentally.

Release date: 11 Sep 2024

New Features

Enhanced Search, Filtering & Saving in Asset Overview

OPERATOR

The Asset Overview page has been enhanced with new features. The search field now allows a fuzzy search by various keys. The default stays to fuzzy search through all keys. Furthermore, the entered search is added as a filter which allows to add multiple filters. According to the behavior in all tables in the symmedia Hub, the filters and sorting of the Asset Overview are now saved in the users context, allowing to get the same view returning to the Asset Overview at a later point in time. This works independently from the used device or browser.

Additional Tags for Assets

OPERATOR

The tags “Region”, “Building” and “Line” have been added to the asset object. These tags can be created and assigned within the workflows “Create Asset”, “Edit Asset” and “Accept Asset Proposal”. It is possible to filter and sort by these tags in the Asset Overview page.

Changes, Improvements, and Fixes

Improved User Feedback in Service Case Creation Dialogues

OPERATORSERVICE PROVIDER

The navigation and user feedback in several situations, in which the user is not able to create a specific type of Service Case due to missing permissions or other conditions (shared/internal), was improved.

Release date: 26 Jun 2024

Table of Contents

New Features

Production Data Queries

OPERATOR

The public API has been enhanced with queries to obtain the production data collected via OPC-UA and stored in the time series data base of the Secure Service Hub. Two different queries are offered that are dependent on the configuration of the specific data point.

The dataPoints query can be used to gather the collected raw data. This data is neither processed nor aggregated and just bypassed by the platform.

All data points that are configured as numeric values in the data source configuration can also be requested as pre-aggregated data with the timeSeries query. The minimum time window supported is 5 minutes. Querying for larger windows is supported as well, as long as they are divisible by 5 minutes. Supported aggregations are Minimum (MIN), Maximum (MAX), Average (AVG) and Delta (DELTA).

Changes, Improvements, and Fixes

Improved Transparency for File Uploads

OPERATORSERVICE PROVIDER

The user interface was optimized regarding user feedback and clarity in the context of file uploads. This applies for both chat attachments, and Documents & Media. Users now receive specific feedback when trying to upload unsupported file types or files exceeding the file size limit of 60 MB.

Release date: 29 May 2024

Table of Contents

New Features

SSC Data Link Tunnel

SERVICE PROVIDER OPERATOR

We are thrilled to announce the SSC Data Link Tunnel, an upgrade to our existing tunnel connections, bringing you enhanced capabilities and fewer limitations. With this new feature, you can now remotely connect for example to TIA Portal controllers seamlessly and efficiently.

Key Benefits:

• Expanded Possibilities: Establish secure tunnels to TIA Portal controllers and more, broadening your control and connectivity options.

• Reduced Limitations: Experience fewer constraints, providing you with a more flexible and powerful tool for your operations.

To leverage this new feature, please ensure the following conditions are met:

1. Latest Edge Device Version: Your edge device must be updated to the latest version ( >= 24.05.0 ).

2. Associated Application Installation: The SSC Data Link Tunnel Extension application must be installed on your edge device.

3. Client with Extension: Installing the client with the Data Link extension is necessary to use the SSC Data Link Tunnel.

We believe this upgrade will significantly enhance your operational efficiency and connectivity.

If you have any questions or would like to discuss how to best utilize this powerful feature, please do not hesitate to contact our team at symmedia.
We are here to help you maximize the potential of your systems.

Internal Chat Rooms for shared Service Cases

OPERATOR SERVICE PROVIDER

It is now possible to create Internal chat rooms - both in the Service Provider and Operator tenants - for Service Cases that are shared between different tenants. The Internal chat rooms come with all the features that are available for shared chat rooms, like video conferencing and whiteboard, enabling Internal conversations for all Service Cases. Of course, all information in Internal chat rooms stays within the respective tenant. Users can easily switch between the shared and Internal chat rooms of a Service Case.

Virtual Edge Devices

OPERATOR SERVICE PROVIDER

We are excited to introduce our new Virtual Edge Devices, designed to offer you a cost-effective solution for using connected features without the need for hardware investment.

Key Features:

• Cost-Effective Testing: Test connected features without purchasing physical hardware, saving on initial setup costs.

• Versatile Compatibility: Our Virtual Edge Devices are compatible with the most common virtualization solutions, including VirtualBox, VMware, and Proxmox, ensuring seamless integration into your existing IT infrastructure.

Why Choose Virtual Edge Devices?

• Flexibility: Easily configure and test various scenarios and features.

• Scalability: Quickly scale up your environment fitting to your shopfloor without the constraints of physical hardware.

• Convenience: Set up and manage your environment within your preferred virtualization solution.

We believe that Virtual Edge Devices will provide you with the flexibility and efficiency needed to innovate and improve your connected features.

To learn more about Virtual Edge Devices and how to set them up, please contact our consultants at symmedia. We are eager to assist you in harnessing the full potential of this innovative solution.

Changes, Improvements, and Fixes

Improvements to Internal Service Cases

OPERATOR

The user interface was optimized regarding user feedback and clarity, especially concerning Remote Access. Moreover, it is now possible for users with the roles Machine Operator or Workshop Manager to use Remote Access on internal Service Cases. A bug concerning Service Case creation under specific circumstances was fixed.

Update to Service Provider User Roles

SERVICE PROVIDER

Remove Permissions of “Service Manager” User Role

The Service Manager user role was deprecated in June of 2023, now all permissions have been removed from this role. You can still see the role assignment and respective scope but no permissions are granted for it anymore. Please refer to https://symmedia.atlassian.net/wiki/x/BIBLBAQ for the available user roles and migrate your users to them if you’ve used the Service Manager user role until now.

Enable “Master Data Manager” to see and manage Documents for Machine Models

Users with the Master Data Manager role are now able to access the Documents menu and have the permission to manage documents for Machine Models.

Export Feature for “Customer Overview” and “Edge Device Overview”

SERVICE PROVIDER

According to the feature on other tables like Customer Machines, it is now possible to export the data in the Customer Overview and Edge Device Overview into a CSV file. The columns to be exported can be selected and it is possible to filter the result before exporting the data.

New OS Version for Edge Devices (24.05.0)

OPERATOR SERVICE PROVIDER

We are pleased to announce the release of a new operating system version for our edge devices. This update includes essential security fixes, performance improvements, and enhanced features to ensure optimal operation.

Key Enhancements:

• Security Fixes: This version addresses known CVEs, ensuring your edge devices are protected against the latest threats.

• Improved Processes: Enhanced processing for factory resets and certificate handling for more reliable and efficient operations.

• Mandatory Packages: Includes all necessary packages to support our new SSC Data Link Tunnel, enabling advanced connectivity options.

Introducing a New Versioning System: With this release, we are also implementing a future-proof and easy-to-understand versioning system. From now on, each version will be named after the year and month of its release, followed by a patch number. Our newest version is therefore 24.05.0, since it was released end of May 2024 without any patches.