Service Management Releases

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

Brand New 8.7.1 Stable 8.6.8 LTS 8.0.42

For older versions click here

Brand New 8.7.1

Feb 9, 2026

Bug Fixes

Minor

Bug-fixing and general improvements

#48588

Brand New 8.7.0

Feb 8, 2026

Features and Improvements

New

Select properties from user variables when sending variables in Workflow Web Services, Building blocks and Built-in Actions

You can now select ID, email, username, and name from User variables when sending data in Workflow Web Service steps, Building Blocks, and Built-in Action Connectors. It eliminates the need for additional steps to resolve entity data, simplifying integrations, reducing workflow complexity, and making actions easier to configure and maintain.

#48095

New

Total Count Relationships in Dashboards and Reports

Dashboards and reports can now display the total number of related items, helping users quickly identify how many items are linked to their requests.

#47189

New

In-App Chat Header Customization

Admins can now customize the in-app chat header to better match their brand and user experience.

#46228

New

Expanded Command Support for Microsoft Teams Smart Bot

The Microsoft Teams Virtual Agent now understands and executes all remaining commands previously limited to the sequential bot, including requests, notifications, and reply management.

#43765

New

Extended Conversation Visibility in Requests

In addition to in-app chat, requests now display the related WhatsApp and Microsoft Teams conversations that led to their creation.

#42639

New

Promotion of requests to Major Incidents

You can now promote an existing request to a Major Incident directly from its view. This action preserves the full history, comments, attachments, and original timeline of the request, avoiding the need to create a new Major Incident from scratch. This improvement reduces administrative effort, prevents information loss, and ensures complete audit traceability — while giving teams immediate visibility and control over high-impact incidents from the moment they are first reported.

#41204

New

New "Pause" Workflow Step

We introduce the new "Pause" step, allowing workflows to pause automatically for a defined duration or until a specific date, with clear visibility and automatic reactivation.

#19685

Bug Fixes

Minor

Resolved an issue where tasks failed to be created if their description exceeded 256 characters. Tasks with long descriptions now save and execute correctly.

#48409

Major

Fixed an issue that made the "Back to search" button wrongfully appear in the in-app chat

#48278

Minor

Fixed a performance issue where exporting workflow diagrams could take excessively long or never complete. Diagram exports now finish reliably.

#48077

Minor

Resolved an issue where workflows could fail when using the “Task pending assignment” email template with the ticket creation date variable. Workflows now continue executing as expected, and previously blocked tickets are handled correctly.

#48010

Minor

Resolved an issue where the “Depends on” menu was not available after assigning a responsible user to a task in a workflow. Task dependencies can now be configured correctly.

#47986

Minor

Fixed an issue where changes to the field order in approval stages were not applied when reordering fields.

#47864

Minor

Improved performance when editing Custom Fields with large option lists. The editor now loads faster and remains responsive even with hundreds of options.

#47863

Minor

Fix for an issue with incorrect URL variable construction when sending emails from automations

#47249

Minor

Fixed an issue where agents observing a help desk could not see the resolution SLA status when it was configured to be visible to customers.

#46096

Minor

Fixed an issue where images copied and pasted into comments were visible to the author but not to other users.

#44546

Major

Fixed an issue where creating a request via API with the date field sent in epoch milliseconds caused the occurrence date to be set to the year 2038.

#40131

Minor

Updating a workflow list option now correctly reflects only requests created with the updated version, in Dashboards.

#33641

Minor

Dashboard results now respect the configured sort order when multiple dimensions are applied.

#25947