Withdraw Administration Cases

With this release, you can now cancel Administration Cases, similar to existing behavior for Support Cases.

What’s new?

• On the case details page of an Administration Case with status Open, you will now see a new Withdraw button next to the Export button.
• This option is available only while the Administration Case is still in Open status.

Benefits

• Gives you more control over Administration Cases that are no longer needed.
• Ensures consistent handling between Administration Cases and Support Cases in the CGM PORTAL.

 

Improved Account Search when Creating a Case

Finding the right account during case creation is now easier and faster in the CGM PORTAL.

What’s new?

When you create a case and select an account, you can now search not only by the account name, but also by the account ID.

The system will show matching accounts based on the ID you enter and display the relevant results directly in the dropdown.

How this helps you

• Faster selection of the correct account, especially if you know the account ID.
• Reduced risk of choosing the wrong account when multiple accounts have similar names.

 

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Download Center Becomes Media Center

The Download Center will be renamed to Media Center to better reflect the variety of materials available (such as documents, media, and other resources).

What will change?

• In the main menu, Download Center will be shown as Media Center with an updated icon.
• After you click the menu entry, the page title will also be shown as Media Center with the new icon.

What does this mean for you?

• All existing functions remain available; only the name and icon will change.
• You can continue to access and download files and resources as before.

 

3-Level Category Structure

The Media Center (formerly Download Center) has been enhanced to support a more detailed, 3-level category structure. This makes it easier for you to find exactly the files you need.

What has changed?

Previously, documents could only be organized in a simpler folder structure. Now, categories can be arranged in up to three levels. 

This allows us and partners to organize documents more clearly, such as by region, department, and document type.

What does this mean for you?

• You can expand a category tree to see subcategories up to three levels deep.
• You can open the last level of the tree to view and access the files stored there.

This improvement helps you navigate large collections of documents more quickly and find relevant files without having to search through long, flat lists.

 

Support for External Downloads

The Media Center (formerly Download Center) now supports downloads that are hosted on external systems. This gives you access to more resources without changing how you work.

What has changed?

Previously, the Media Center only provided files that were stored directly in the portal. Now, we can also include links to external download locations (for example, dedicated update servers).

How it works for you

When you click the Download button for an item that is hosted externally:

• A new browser tab opens with the external link.
• You can then download the file or resource directly from the external system.

 

Watch YouTube Videos Directly in Media Center

The Media Center (formerly Download Center) now supports streaming YouTube videos directly, so you can watch helpful content without downloading files.

What’s new?

If YouTube videos are available for dedicated categories in the Media Center:

• When you open a category that contains videos, the videos are shown with their YouTube thumbnails.
• You can play the videos directly in the portal – no download is needed.
• You can display video details via the Details button. You are redirected to a video details page, similar to the existing file details page.
• On this page, you can:
  • Play the video within the page.
  • Read the video description.

There is no "Download" button or file size information, as the video is streamed from YouTube rather than downloaded as a file.

 

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Featured Product Videos in Knowledge Base

We now support in-portal video streaming with preview thumbnails.

If available, you can see helpful, product-specific videos directly in the Knowledge Base of the CGM PORTAL.

These videos are selected and maintained by CGM and are meant to help you quickly understand key product features, workflows, or solutions before you even start searching.

Where you will see the videos

You can see featured videos in two places:

• In the Knowledge Base menu
• In the Knowledge Base step of the Support Wizard

If featured videos are available for the products you use, they will be shown below the message that invites you to enter a search term.

How it works

• When the Product filter is set to All, the system shows all featured videos for the products you have access to, grouped by product.

• When you select a specific product filter (for example CGM APRIMA):

  • If that product family has featured videos configured, they are shown under the search guidance message.
  • Up to 3 videos can be displayed per product family.
  • If multiple product filters with videos are selected, the videos are listed one below the other.

Once you enter a search term, the usual search results list appears instead of the featured videos.

The language filter does not affect whether videos are shown.

Each video appears with its YouTube thumbnail. When you click on a video, it will play directly from the Knowledge Base area.

This enhancement gives you quick access to curated video content and can help answer common questions or guide you through typical use cases even before you open an article or create a case.

 

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Subscribe to Idea Space Categories and Get Notified About New Ideas

To encourage participation and increase transparency in the IDEA SPACE of the CGM PORTAL, a new subscription feature for idea categories/topics has been introduced. You can now follow specific categories and automatically receive notifications when new ideas are created.

Subscribe to Idea Space Categories

You can manage your subscriptions in the Subscription Settings section of your Profile.

• In addition to existing News subscriptions, you will now find separate options for IDEA SPACE categories.
• All idea category subscriptions are OFF by default.
• After activating the subscription for a category, the system will visually confirm that your subscription was successful.

This setup makes it easy to tailor which topics and product areas you want to stay informed about.

In-App and Email Notifications for New Ideas

Once you are subscribed to one or more IDEA SPACE categories, you will receive in-app and email notifications whenever a new idea is created in those categories. 

When another user submits a new idea in a category you follow, an in-app notification is generated with the label Idea Space / New Idea. In addition, you will receive an email notification containing a link to navigate directly to the new idea.

This enhancement helps you stay up-to-date on the ideas that matter most to you, without having to constantly check the IDEA SPACE manually.

 

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Support

 

Case Category Filter Did Not Show All Categories

In the Case Overview list, the Category filter did not show all available support categories. Only the filter related to Admin cases could be selected, making it difficult to narrow down cases by their actual support category.

Now, the Category filter correctly displays all case categories up to the 3rd level in the category hierarchy.

 

Knowledge Articles with Special Characters Not Displayed

When creating a case using the Case Creation form, some relevant knowledge articles could not be displayed if their titles contained special characters.

Now, knowledge articles that contain special characters in their title are correctly opened during case creation in the CGM PORTAL.

 

Attachments in Cases did not Open

Attachments in cases did not open when you clicked on them.

Now, you can open all attached documents and files directly from the cases.

 

News

 

Improved “Back” Button Behavior on News Articles

Previously, when you clicked a link in a News notification email, you were correctly taken to the related article. However, a back button labeled "Get me back" was also shown. Because you came directly from an email, there was no back navigation context, so the button did not work.

If you now open a News article directly from an email, the back button is now hidden. When there is a valid page to return to, the button is still shown, but it has been renamed to "Go Back".