Service Management Releases

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

Brand New 8.24.0 Stable 8.23.4 LTS 8.13.35

Brand New 8.24.0

Oct 2, 2026

Bug Fixes

Major

Fixed an issue where Workflow field labels showed in their original language instead of the translated one when the label differed from the saved translation only in capitalization or accent marks.

#56176

Minor

Resolved an issue where a scheduled report could fail to generate when none of its recipients were eligible.

#55909

Minor

Fixed an issue where the workflow diagram displayed only one connection when the Rejected and Canceled outputs of an Approval stage pointed to the same destination stage. All connections that lead to the same stage now appear in the diagram.

#55784

Minor

Fixed an issue where time tracking reports showed inflated totals when filtering by an agent's help desk.

#55737

Minor

Fixed an issue where a request created with "Relate request" in a Tasks step was not linked to the parent request when its category was associated with a Workflow.

#55683

Minor

Fixed an issue where requests failed to be created with an error when a text custom field had more than 255 characters. The form now warns users when the limit is exceeded.

#55333

Minor

Fixed an issue where the AI category suggestion could offer categories that weren't catalog leaf nodes or weren't visible to the agent, which could leave requests unassigned or misrouted.

#55290

Minor

Fixed an issue where requests with a custom request type showed up without label in dashboards.

#55078

Minor

Fixed an issue where some custom field values weren't kept after a request's category was changed during editing.

#54962

Minor

Fixed an issue where long field titles in Workflow forms were cut off when filling out a request. The full title now wraps to fit the available space.

#54922

Minor

Fixed an issue where importing categories always set Type and Default Type to "Question" instead of the values in the import file, and added a new Default Type column to the category import/export template.

#54436

Minor

Improved the performance of reporting for instances with large amounts of data.

#54363

Minor

Fixed an issue where resolution SLA times in dashboards and reports could show incorrect or negative values that didn't match the request's own SLA detail.

#53883

Minor

Fixed an issue where some request task variables were not processed correctly in task notifications.

#53201

Minor

Fixed an issue where no email notification was sent to the new approver when an approval was reassigned.

#49123

Minor

Fixed an issue where workflow approval fields included in the "Action required: Approval" email template could be displayed with extra spacing. These fields now appear inline, consistent with the rest of the email content.

#44627

Minor

Fixed an issue where the "Specific step" assignment assigned the original agent instead of the reassigned one when a form step was reassigned from the request actions bar.

#43550