Service Management Releases

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

Brand New 8.17.0 Stable 8.16.9 LTS 8.13.23

Brand New 8.17.0

Jun 30, 2026

Features and Improvements

New

Okta actions in workflows

Added Okta actions to workflow automations. You can now retrieve users, groups, group members, a user's groups, and a user's assigned applications from Okta directly within your workflows.

#51798

New

Notion actions in workflows

Added Notion actions to workflow automations. You can now retrieve databases, pages, nested elements, users, and comments from Notion directly within your workflows.

#51782

New

PagerDuty actions in workflows

Added PagerDuty actions to workflow automations. You can now retrieve incidents, services, and users, and access active on-call schedules and escalation policies from PagerDuty directly within your workflows.

#51781

New

Suggested categories for faster request creation

The Self-Service Portal and the request creation now highlight the service categories most relevant to each user.

#51041

New

CI selection in the Virtual Service Agent

Assets from InvGate Assets Management are now able to be selected when creating requests through the Virtual Service Agent

#48986

New

Tenable actions in workflows

Added Tenable actions to workflow automations. You can now retrieve scans, assets, and vulnerabilities — including their details — from Tenable directly within your workflows.

#48151

New

AI-powered writing assistance for Knowledge Base articles and snippets

Users can now use AI to improve selected text directly within the Knowledge Base editor, without leaving the product. Select any passage in an article or snippet and choose from four actions: Summarize, Expand, Refine, or Adjust tone (Formal / Casual). The feature can be toggled on or off in Config > AI Hub > Knowledge Management.

#39561

Bug Fixes

Minor

Fixed an issue where related requests could not be opened when accessing the instance through its canonical URL while a custom domain was configured.

#52014

Minor

Automation email notifications are now sent correctly for workflow requests.

#51890

Minor

Fixed a minor performance issue where the "My Work" view could load slowly or become unresponsive for instances with large volumes of requests.

#51831

Minor

Fixed an issue where scanning a Quick Request QR code pre-filled the Description field with raw HTML tags instead of plain text.

#51814

Minor

Fixed an issue where selecting the first option of a list field populated via a Web Service was treated as an empty value, causing dynamic subflow steps to skip the item at index 0 and only generate instances for subsequent options.

#51735

Minor

Fixed an issue where a workflow could not be deployed when a text field used a custom input format with a regular expression longer than 255 characters. The system now handles longer expressions correctly and displays a clear validation error when the limit is exceeded.

#51733

Minor

Template variables are now correctly resolved in automation emails for workflow requests.

#51711

Minor

Newly created badges are now displayed correctly in Gamification.

#51592

Minor

Fixed an issue where User-type fields used in Formula steps were evaluated as the literal text "Array" instead of the user's actual value, causing comparisons such as IF(userA == userB) to always return true regardless of the selected users.

#51574

Minor

End users can now view their requests in shared dashboards.

#51545

Minor

Fix for a bug that prevented to reset password for some users.

#51537

Minor

Fixed an issue where end users received an "Access Denied" error when attempting to create a request by scanning a Quick Request QR code.

#51528

Minor

Fixed an issue where importing requests via CSV failed to match help desk names when the user's language setting differed from the language used in the CSV file.

#51402

Minor

Fixed an issue where API calls using OAuth 2.0 credentials could not be executed correctly.

#51112

Minor

Fixed an issue where saving a workflow would occasionally show an error indicating another user was modifying it, even when only one user was editing.

#50587

Minor

Fix for a bug that prevented users from adding images in email automations.

#50472

Minor

Fixed an issue where a workflow could be saved and deployed even when a conditional rule referenced a list option that had been deleted, without displaying any warning or validation error.

#50159

Minor

Fixed an issue where the "Notify SLA elapsed" action did not include the configured elapsed percentage in the notification sent to users.

#49272

Minor

Fix for a bug where notifications were sent despite the user's and instance's preference configuration.

#48265

Minor

Fix for a bug that prevented adding users with the same email as a deleted user.

#47212

Minor

Dashboard details now load request information correctly.

#46895

Minor

The First Response (Working Time) metric now correctly includes requests where the agent is also the customer.

#45856

Major

Dashboard backlog metrics now correctly apply filters for Agent, Category, Help Desk, and Type.

#37616

Minor

Email recipients configured in automation actions are now preserved when editing the automation.

#36027