Service Management Releases

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

Brand New 8.27.0 Stable 8.26.3 LTS 8.13.40

For older versions click here

Brand New 8.27.0

Nov 13, 2026

Features and Improvements

New

Export Views to JSON

You can now export request views in JSON format, alongside the existing CSV and XML options.

#56876

New

Improved visibility of Jira and Azure relationships

End users can now view relationships with external entities from Jira and Azure, providing greater visibility into linked information.

#55145

New

LOWER function in Workflow Formula steps

You can now use the LOWER function in the Formula step of Workflows to convert any text to lowercase. This helps you normalize values before comparing them or saving them to fields, without workarounds.

#51586

New

UPPER function in Workflow Formula steps

You can now use the UPPER function in the Formula step of Workflows to convert any text to uppercase. This helps you standardize values such as codes, IDs, or names without extra steps or custom scripts.

#51585

New

Automations: new filter for events outside help desk working hours

A new "Help desk hours" condition in automations checks whether an event happens within or outside the assigned help desk's working hours, holidays included. Use it to auto-reply, alert or escalate differently after hours.

#19605

Bug Fixes

Minor

Fixed an issue where searching for Configuration Items in InvGate Asset Management could return an error when the name filter was empty.

#58272

Major

Fixed an issue where Configuration Items from the InvGate Asset Management families could not be associated with requests.

#58241

Minor

Fixed an issue where printing a request from the new Self-Service Portal design only printed the first page, cutting off the rest of the request.

#58144

Minor

Fixed a performance issue where expanding the category tree in the Service Catalog could take several minutes and freeze the browser on instances with large catalogs.

#58005

Minor

Fixed an issue where syncing a SharePoint external source into the Knowledge Base could fail before importing any content.

#57997

Minor

Improved the reliability of Data Exports that include workflow columns.

#57992

Minor

Fixed an issue where requests created from a Quick Request used the default priority of the user's visibility rule instead of the priority set in the Quick Request.

#57990

Minor

Fixed an issue where a tree field with a visibility rule was not displayed, and its value was lost, in the request created by a Subflow stage. The field now appears with the value entered in the parent request.

#57983

Minor

Fixed an issue where completing the last task of a stage while the automatic advance process was running could advance the Workflow twice, duplicating the next stage's tasks and leaving the request stuck.

#57965

Minor

Fixed an issue where a request did not open and showed an error if its Workflow was rejected or canceled while in a Tasks or Subflows stage. The request now opens normally.

#57916

Minor

Fixed an issue where adding a comment via API at the same time another process changed the request (for example, an automation rejecting it) could undo that change without recording it in the history.

#57778

Minor

Fixed an issue where some agents and administrators got an access denied error when opening internal notes from a user's profile.

#57723

Minor

Fixed an issue where email notifications included an invalid Message-ID header.

#57248

Minor

Improved the performance of reports that group by tree-type custom fields.

#57112

Minor

Fixed an issue where Knowledge Base categories in the navigation sidebar were sorted by ID instead of alphabetically.

#56710

Major

Fixed an issue where an email reply to a request lost all of its attachments and skipped the rest of the processing.

#56626

Minor

Fixed an issue where deleting a Knowledge Base root category left the articles in its subcategories without a category, so they no longer appeared in the Knowledge Base.

#55569

Minor

Fixed an issue related to API permissions when updating ticket information.

#55416

Minor

Fixed an issue where a request could remain active with a pending solution confirmation that neither the agent nor the end user could act on. This happened when the request was solved at the same moment a "Waiting for a date" status expired.

#55303

Minor

Fixed an issue where the Resolution SLA (exceeded time) kept increasing in reports after a request was canceled or rejected.

#52537

Minor

Fixed an issue where users did not load in the selector of User-type custom fields for end users on mobile. End users can now select users from the list.

#50601

Minor

Fixed an issue where large images in Knowledge Base articles were cut off when the article was exported to PDF.

#32883