Service Management Releases

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

Brand New 8.15.0 Stable 8.14.7 LTS 8.13.14

Brand New 8.15.0

Jun 1, 2026

Features and Improvements

New

"Is Defined" and "Is Not Defined" operators for list fields in Workflow Conditionals

You can now use "Is Defined" and "Is Not Defined" operators in Workflow conditional steps for list-type fields, including Risk and Impact, Formula Results, Workflow Variables, and Shared Custom Fields. This enables more precise conditional logic, such as validating whether at least one value has been selected from a list before advancing in the workflow.

#51166

New

Knowledge Discovery enabled by default

From now on snippet generation is enabled by default when you enable InvGate AI Hub in your instance.

#50870

New

Split function in Workflow Formula Steps

Added a new Split function to Workflow Formula Steps. It divides a text string into a list of values using a specified separator, making it easier to process and transform text-based data within your workflows.

#50816

New

Updated Employee Onboarding Workflow Template

The built-in Employee Onboarding workflow template has been refreshed to reflect current platform capabilities and integrations, providing teams with a more complete and ready-to-use starting point for onboarding automation.

#49064

New

Dynamic "Current Date" default value for date fields in Workflow Forms

Date and Date-Time fields in workflow forms can now be pre-filled automatically with the current date and time when the form is opened. When configuring a field's default value, you can choose between a fixed date or a dynamic value that always reflects the moment the form is accessed, eliminating manual entry and improving data consistency across requests.

#49002

New

AI Hub Analytics: measure and drive AI adoption across your team

New report that shows which agents, help desks, and requests are leveraging InvGate’s AI Hub features. Includes adoption trends over time, Top agents using AI identification, a list of low-adoption agents, and per-feature usage with explanatory context. Exportable so you can take concrete action.

#47449

New

Reuse credentials across built-in actions of the same tool

When configuring a built-in action, you can now reuse credentials already defined in other actions of the same tool. This simplifies setup when multiple actions connect to the same product, and correctly handles cases where different credentials with different permission levels exist for the same tool.

#46378

New

Share button within Knowledge Base article gear

From now on you can share your public articles directly from the article list section.

#27314

Bug Fixes

Minor

Fixed an issue where a ticket waiting for a date could end up in an inconsistent state — showing both "waiting for date" and "solution pending approval" simultaneously — when an agent marked a reply as a solution at the same moment the scheduled job processed the date expiration.

#50984

Minor

Fixed an issue where global search results were displayed in reverse chronological order, showing the oldest and least relevant results first. Results are now sorted from most recent to oldest as expected.

#50933

Minor

Fixed an issue where deleting an attachment from a batch upload would incorrectly delete the first uploaded file instead of the selected one, causing subsequent file reads to fail.

#50882

Minor

Fixed an issue where the notification for a reassigned approval request was labeled "Reassigned Request" instead of "Reassigned Approval Request" in the notification settings.

#50828

Minor

Fixed an issue in the Workflow editor where a form field could not be deleted even after removing all approval steps that referenced it. The field incorrectly remained locked as "required for approval," preventing its deletion.

#50654

Minor

Fixed an issue where a Gamification quest configured with the same action for both its required and failure conditions could not be opened after creation. The quest details now load correctly in all cases.

#50653

Minor

Fixed an issue where the first dimension was not displayed in an Indicators dashboard widget when two dimensions were configured and a filter was applied to the first one.

#50649

Minor

Fixed an issue where a JavaScript error appeared in the browser console when opening the request creation screen.

#50582

Minor

Fixed an issue where the "Create Request" Common Action failed to execute in certain workflow configurations, preventing the creation of linked requests during workflow execution.

#50315

Minor

Fixed a performance issue where editing a list-type custom field with a large number of values (1,000 or more) caused the interface to become unresponsive for several minutes.

#50251

Minor

Fixed an issue where the Start stage in a workflow's process history displayed an incorrect field count, sometimes showing "0 fields" even when fields had been submitted. This occurred due to a timestamp mismatch when forms had many fields or the system was under high load.

#49913

Minor

Fixed an issue where an automatically expired workflow rating appeared in the request history as if the requester had submitted it. The history now correctly reflects that the rating was submitted automatically by the system upon expiration.

#49749

Major

Fixed an issue where the User Community option was displayed to customers who should not have access to it.

#49737

Minor

Fix for an issue where the variable list was not shown in email templates.

#45530

Minor

Fixed an issue where workflow overlays would unexpectedly close and could not be reopened without refreshing the page. Overlays now remain open until the user explicitly closes or cancels the operation.

#43138

Minor

Fixed an issue where downloading a scheduled report with no matching requests resulted in an error. The report now generates correctly with only the column headers when there are no requests to include.

#41369