Service Management Releases

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

Brand New 8.16.0 Stable 8.15.7 LTS 8.13.17

Brand New 8.16.0

Jun 12, 2026

Features and Improvements

New

Workflow Version History

Administrators can now view the full version history of any workflow directly from the workflows list. The version history panel shows who created, modified, and published each version and when. Any past version can be exported as an .sdw file for audit or backup purposes.

#50578

New

MS Teams: Typing indicator while VSA is processing

The Virtual Service Agent (VSA) in MS Teams now displays a typing indicator (three-dot animation) while generating a response. This visual feedback lets users know their request is being processed, reducing uncertainty and making conversations feel more natural and responsive.

#48991

New

Enhanced Global & Requests Search

Search smarter, not harder. Find requests by text in the global bar, see highlighted matches with context, and take full control of your results in the new Advanced Search table — with column filters, sorting, and more precise phrase search using quotes. Available for Cloud instances only.

#47976

New

Expanded device details for Lansweeper integrations

Devices linked through the Lansweeper integration now display all detected network interfaces and processors, providing deeper visibility into discovered hardware information.

#33051

New

Customizable Request Types

Administrators can now define up to 10 custom request types alongside the predefined ones. Give each type a name, icon, color, and ID format to match the language of any department — IT, HR, Legal, Facilities, and more. Custom types integrate natively with automations, SLAs, custom fields, and reports, making it possible to run differentiated processes for every area of your organization on a single platform.

#6952

Bug Fixes

Minor

Fixed an issue where clicking the CI variable value in the Modify CI stage event box in the request history would display the internal field hash instead of the variable alias defined in the workflow configuration.

#51506

Minor

Fixed an issue where a workflow's planning stage would display unresolved template variables (shown as {{ }}) at runtime instead of their actual values.

#51381

Minor

Fix for an issue that caused the "&" character not to be displayed correctly in email subject lines.

#51305

Minor

Fix for a bug that prevented notifications from being sent when the auth method for outgoing email was changed from SMTP local to Microsoft OAuth 2.0.

#51295

Minor

Fixed an issue where a rich text custom field set as read-only in a workflow form was still editable in preview mode.

#51271

Minor

Fix for an issue that caused any error returned by the POST /user endpoint to be responded to with a 500 status code instead of the specific error.

#50968

Minor

Improved KB article URLs so they no longer include search filter parameters inherited from the article listing page.

#50269

Minor

Fixed an issue where errors during the IGAM Generate Document step execution were not properly handled, which could cause workflow requests to get stuck.

#50198

Minor

Fixed an issue where user selection fields in workflow forms would fail to load on Android mobile devices when accessed by an end user, leaving the field unresponsive.

#50075

Minor

Fixed an issue where deleting a help desk assigned as the responsible for a workflow process did not remove the association, causing new requests created through that process to be linked to the deleted help desk. Requests are now automatically assigned to the default help desk.

#50036

Minor

Fixed an issue where changing a user's role from agent to end user while they were assigned to a task caused the task reassignment to fail with an infinite loader.

#48592