Service Management Releases

What’s new on Service Management? Navigate a detailed release log of new features and fixes.

Brand New 8.2.4 Stable 8.1.11 LTS 8.0.19

For older versions click here

Brand New 8.2.4

Dec 11, 2025

Bug Fixes

Minor

Fixes for reported issues across workflows.

#47390

Brand New 8.2.3

Dec 4, 2025

Bug Fixes

Minor

We resolved a bug to make the category be automatically selected in Virtual Agent requests when only one category is allowed in the configuration

#47169

Brand New 8.2.2

Dec 4, 2025

Bug Fixes

Minor

The “Reassign request” automation action now executes correctly even when other actions are queued, ensuring consistent and reliable automation behavior.

#47236

Brand New 8.2.0

Nov 28, 2025

Features and Improvements

New

Automatic announcement suggestions for Major Incidents

Service Management now suggests announcements directly from a Major Incident, including AI-generated draft content and automatic alignment with the MI lifecycle. This improves the speed, consistency, and traceability of communications during high-impact events.

#43953

Bug Fixes

Minor

Fixed a typo in the Type selector when editing a request.

#47001

Minor

Fix for a bug where rating requests with expirations based on Working Hours were expiring a day earlier than expected. The system now aligns expiration timing with the configured number of working days, ensuring consistent behavior with approvals.

#46856

Major

Requests assigned to levels with multiple shifts now process correctly during nighttime hours.

#46748

Minor

End users can now access the actions menu on a request even when it has a pending approval.

#46636

Minor

Resolved an issue where rejected workflow requests could display an incorrect date in some views. The rejection date now appears consistently across Service Management.

#46458

Minor

Fixed a minor issue where date fields sent to Asset Management during document generation within a workflow could appear incorrectly in certain timezones. Dates now display correctly.

#46191

Minor

Date-type shared custom fields now display in the correct format in Data Exports.

#44043

Minor

Fix for a bug where dashboards grouped by month displayed months from the new year before those from the previous year when spanning both.

#40448

Minor

Automation actions for reopening and reassigning requests now work correctly in scenarios where they previously failed.

#37525

Minor

Resolved an issue where the ID column in My Work shifted from the first position after modifying visible columns. The ID column now remains fixed in its original position unless manually rearranged by the user.

#32774