Service Management Releases

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

Brand New 7.106.2 Stable 7.105.10 LTS 7.102.32

For older versions click here

Brand New 7.106.2

Jul 2, 2025

Bug Fixes

Major

Bug-fixing and general improvements.

#43463

Brand New 7.106.1

Jul 1, 2025

Bug Fixes

Major

Fixed an issue that prevented automations triggering when creating requests through workflow steps.

#42416

Brand New 7.106.0

Jun 28, 2025

Features and Improvements

New

Centralized reporting for Custom Shareable Fields

We’ve enhanced our reporting capabilities to provide a more efficient and unified experience when working with shared custom fields across multiple workflows. Previously, each workflow treated the same shared field as unique, creating separated columns in reports. Now, when a custom shareable field is used in multiple workflows, you’ll have the option to report it in just one column, showing the latest value, simplifying data consolidation, and improving the efficiency of reports, views, dashboards and fields you export.

#43128

New

Introducing Sentiment Analysis: Elevate Prioritization with AI-Powered Insights

We are excited to introduce Sentiment Analysis in InvGate Service Management. This new AI-powered feature interprets the sentiment of customer interactions within a request —positive, neutral, or negative— helping support teams better understand emotional context. Sentiment values can also be used in automations to trigger actions such as re-prioritizing requests or adjusting workflows for improved service outcomes.

#43025

New

New workflow templates

Boost your workflows with our latest templates: Relocation Request, Annual Audit, Visitor Entry, Legal Document Review, and Contract Renewal. Each comes with built-in approvals, forms, and conditionals ready to use and easy to tailor to your needs. Try them now and save valuable setup time!

#41145

New

Propagate Replies from Major Incidents to Related Requests

We’re introducing the ability to propagate replies from Major Incidents (MIs) to all their related active requests. This helps support agents efficiently update all impacted users in one go—whether it’s sharing an ETA, confirming action, or posting a general update.

#16969

Bug Fixes

Minor

Enhanced the participants section in the request screen to provide a cleaner display without unnecessary horizontal scroll bars.

#43221

Minor

Bug-fixing and general improvements.

#43101

Minor

Improved the request history to correctly handle cases where linked Asset Management documents no longer exist.

#43097

Minor

Improved workflow import process to better handle conditional stages referencing other unavailable stages.

#43077

Minor

Adjusted validation rules to support request cancellation in forms with required File fields.

#42895

Minor

Resolved an issue affecting LDAP user searches within user fields.

#42674

Major

Improved the Edit Request action to handle cases where the workflow attempts to edit its own title.

#42383

Minor

Enhanced compatibility of imported workflows that include conditional stages based on Shared Custom Fields.

#42177

Minor

Requests (With Rating) metric no longer includes requests that were closed without a rating.

#41982

Major

Resolved an issue on mobile where the list of approvers wouldn’t load when viewing a pending approval, showing a blank screen instead.

#41115

Minor

Fixed an issue where assignments to a help desk outside business hours were not recorded in the request history.

#38332

Minor

Fixed an issue that allowed requests assigned to help desks to be recategorized into categories linked to a process.

#37680

Minor

Fixed an issue where dashboards using the Requests (Backlog) metric with an Agent filter didn’t retain the selected agent after saving.

#37596

Minor

Resolved an issue where, after setting a user as the request customer and assigning them a location, that location was incorrectly preselected during request editing.

#35456