Service Management Releases

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

Brand New 8.25.1 Stable 8.24.3 LTS 8.13.36

Brand New 8.25.1

Oct 19, 2026

Bug Fixes

Minor

The Virtual Service Agent now shows progress messages on Microsoft Teams and In App while it prepares longer answers, so users know it’s still working on their question.

#57193

Brand New 8.25.0

Oct 19, 2026

Bug Fixes

Minor

Fixed an issue where approvals could be cancelled unexpectedly after a group member was removed.

#56673

Minor

Fixed an issue where custom fields visible only to agents were not displayed when editing a request from the mobile app. Agents can now see and complete these fields on mobile.

#56596

Minor

Scheduled reports from agents using Spanish now show translated category names.

#56560

Minor

Fixed an issue where required fields from a Workflow subflow's default category remained in its definition after changing the category, causing the child request creation to fail.

#56483

Minor

Improved the loading time of report request listings in instances with large volumes of data.

#56307

Minor

Fixed an issue where propagating custom fields from a major incident cleared the values of non-selected custom fields in its related requests. Only the selected fields are now updated.

#56216

Minor

Fixed an issue where automations triggered by the "New request" event did not run when the request was created by a Service Management Action in a Workflow.

#56205

Minor

Fixed an issue where an SLA rule with a condition on a field from a deleted Workflow caused errors when reassigning, closing or replying to requests.

#56204

Minor

Fixed an issue where testing a Web Service with manually entered credentials returned a "No response" error.

#56119

Minor

Fixed truncated widget titles when exporting dashboards to PDF.

#56056

Minor

Fixed an issue where the customer information panel couldn't be expanded while creating a request.

#56050

Minor

Fixed an issue where searching for a category while recategorizing a request displayed results that didn't follow the catalog hierarchy, making it hard to identify the right category.

#55964

Minor

Fixed an issue where a request template's body was empty when the user's language differed from the template's. If no version exists in the user's language, the template is now shown in its original language.

#55949

Minor

Fixed an issue where duplicating an OLA made the copy share its actions with the original, so editing one also changed the other. Duplicated OLAs now get their own independent actions.

#55947

Minor

Fixed an issue where asset searches were limited by the maximum supported keyword length.

#55813

Minor

Fixed an issue where reminders for a reassigned spontaneous approval were still sent to the original approver. Reminders now go to the newly assigned approver.

#55801

Minor

Fixed an issue where the horizontal scroll bar did not appear when pasting a wide table into a rich text field in a Workflow form.

#55735

Major

Fixed an issue where the first response SLA could expire even though the assigned agent had replied in time.

#55485

Minor

Fixed an issue where AI Hub Analytics metrics could stop updating when certain AI events weren't linked to a help desk.

#55161

Minor

Improved loading performance for requests with a large number of comments and attachments, which could previously take minutes to load and freeze the screen.

#54293

Minor

Fixed an issue where routing rules assigned the correct help desk but not the specific agent configured in the rule when the request was created from the Self-Service Portal by an agent.

#53420

Minor

Fixed an issue where some columns in scheduled email reports appeared empty on reports with a large number of requests.

#53136

Minor

Fixed an issue where observers and collaborators couldn’t find requests when searching by text.

#52883

Minor

Fixed uneven request distribution among agents when using Round Robin assignment.

#52295

Minor

Fixed an issue where a mistyped “Skip” in a WhatsApp Virtual Agent form was saved as the field value. The Virtual Agent now asks for confirmation when it detects a likely typo, and confirms when a field is skipped.

#51448

Minor

Fixed an issue where custom fields required to solve a request weren't validated when solving it, which caused an error when closing the request.

#49460

Minor

Added a fix for requests that appeared without a creation date in dashboards and reports.

#47382