Service Management Releases

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

Brand New 8.23.0 Stable 8.22.4 LTS 8.13.33

For older versions click here

Brand New 8.23.0

Sep 18, 2026

Bug Fixes

Minor

Fixed a formatting issue in Data Exports when opened in Excel.

#55142

Minor

Fixed an issue where a request's workflow could keep running after the request itself was cancelled. This happened when an approval within the workflow was also cancelled around the same time, which could generate new stages, approval requests, and desk/agent reassignments on an already-cancelled request.

#55090

Minor

Fixed an issue where the Manager field was not populated for users provisioned via SCIM from Okta.

#54972

Minor

Fixed an issue where Global Search would clear what you were typing while results were still loading.

#54943

Minor

Fixed an issue where workflow custom field labels were not translated after uploading a translated internationalization template.

#54877

Minor

Fixed an issue where dashboard details could appear empty for agents who observe, but aren't members of, a help desk during a holiday.

#54825

Minor

Fixed an issue where iOS push notifications could stop arriving in the background.

#54739

Minor

Fixed an issue where approving or rejecting a custom approval would fail to complete when one of the users configured to be added as an observer was disabled or deleted.

#54564

Major

Fixed an issue where the Virtual Service Agent's response was not saved to the conversation history when a user tried to view a request without permission.

#54458

Major

Fixed an issue where the Virtual Service Agent failed to recognize a request ID if its prefix was written in lowercase.

#54457

Minor

Fixed an issue where a request could become inaccessible and show an error screen when a Service Management Action mapped a variable left empty by a field's visibility rules.

#54397

Minor

Fixed a rare mail-loop scenario where two user identities sharing the same mailbox could cause repeated automatic notifications.

#54201

Minor

Corrected a report filtering issue where results didn't match the selected group when that same group was also used as a dimension.

#53948

Minor

Fixed an issue with how scheduled reports were delivered and managed after a user's access changed.

#53927

Minor

Improved the performance of request listings, including My Work.

#53697

Minor

Fixed a missing column title in the Observed view of the self-service portal.

#53673

Minor

Fixed an issue where a Tasks stage that copies its tasks from another stage would duplicate those tasks every time the workflow returned to it.

#53287

Minor

Fixed an issue where external users created through the API were treated as having an unvalidated email, causing workflow and validation emails to be silently dropped. They are now created with a validated email.

#52729

Minor

Fixed an issue where the Timezone and Country fields were not populated during SCIM provisioning from Microsoft Entra ID. Both fields now sync correctly.

#52310

Minor

Fixed an issue where a collaborator couldn't see a closed request when filtering by themselves as collaborator.

#52291

Minor

Fixed an issue where special characters in a Tree-type field were not displayed correctly in documents generated from Asset Management.

#28754