Service Management Releases

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

Brand New 8.20.2 Stable 8.19.3 LTS 8.13.29

Brand New 8.20.2

Aug 11, 2026

Bug Fixes

Minor

Fixed visual and rendering issues in the More Info building block overlay when triggered via the step lbrary's "More Info" button.

#53952

Brand New 8.20.1

Aug 11, 2026

Bug Fixes

Minor

Applied a minor fix to assure system performance.

#53917

Brand New 8.20.0

Aug 7, 2026

Features and Improvements

New

New DATE_ADD and DATE_SUBTRACT functions in the Workflow Formula step

You can now add or subtract time from a date in the Workflow Formula step using the new DATE_ADD and DATE_SUBTRACT functions. Pick from seconds, minutes, hours, days, weeks, months, or years to build dynamic time-based conditions — like triggering an action a few days before a due date — without tracking dates manually.

#53106

New

AI transparency notice in the Virtual Agent and generative features

End users are now clearly informed when they are interacting with AI in the Virtual Service Agent

#52966

New

Virtual Agent notifications in Slack

Users can now receive request notifications from the Virtual Agent directly in Slack, keeping them updated on their requests without leaving the channel.

#52913

New

ClassLink OneSync actions in workflows

Added ClassLink OneSync actions to workflows. You can now retrieve data directly within your workflows — get and list users, and list classes, courses, schools, enrollments, and academic sessions.

#52777

New

Azure DevOps actions in workflows

Added Azure DevOps actions to workflows. You can now retrieve work-tracking data directly within your workflows — get a work item, and list saved work item queries, projects, teams, iterations, repositories, and builds.

#52346

New

Jira actions in workflows

Added Jira actions to workflows. You can now retrieve issue and project data directly within your workflows — get an issue, search issues by JQL, get an issue's available transitions, list an issue's comments, list and get projects, and get a user.

#52345

New

Asana actions in workflows

Added Asana actions to workflows. You can now retrieve work-management data directly within your workflows — list and get tasks and projects, list workspaces, users, and sections, and list a task's stories (comments and activity).

#52342

New

Rippling actions in workflows

Added Rippling actions to workflows. You can now retrieve employee data directly within your workflows — list and get workers, and list departments, work locations, teams, employment types, and companies — making it easy to trigger onboarding for new hires.

#52341

New

JotForm actions in workflows

Added JotForm actions to workflows. You can now retrieve forms and submission data directly within your workflows — list and get forms, list a form's questions, list and get submissions, list reports, and check account usage.

#52336

New

Request summary in the self-service chat

When end users ask to see a request's details from the in-app chat in the self-service portal, the Virtual Agent now returns a clear, readable summary of the request instead of raw field data.

#51177

New

Advanced Search with Boolean Operators

Find exactly what you're looking for, faster. Requests search now supports AND, OR, and NOT operators, so you can combine and refine search terms to zero in on the results that matter most.

#49312

New

More flexible CI field configuration

Custom Fields and Workflow variables for Configuration Items now offer a more intuitive and flexible configuration experience, making it easier to define and manage CI-related data.

#47560

New

Save workflow stages as reusable Building Blocks

You can now select a group of workflow stages and save them as a reusable Building Block — a named unit of workflow logic you can insert into any workflow as a single step. Define common sequences like approval chains or onboarding steps once, then reuse them across workflows to keep them consistent and easier to maintain.

#45205

New

AI-Powered Workflow Generation

Workflow creation now starts with a conversation. Open the new "Create workflow from prompt" option from the Workflows menu, describe the process you need in plain language, and IGSM proposes a plan you can review and refine before generating.

#38021

New

Always up-to-date Configuration Item details

Access richer, fully synchronized Configuration Item information directly within support processes, giving agents the latest context when they need it.

#25366

New

Recurring Inactivity Reminders for Request Customers

You can now configure recurring inactivity reminders for request customers instead of sending a single one-off reminder. Choose the interval (days, hours, or minutes) and how many reminders to send before the cycle stops — the cycle ends automatically once the customer responds/acts, or once the configured count is reached. Inactivity expiration behavior is unchanged and runs independently.

#7477

New

Knowledge Base Article Importer: Single & bulk import via files or CSV mode

IGSM now lets you bulk-load knowledge into your Knowledge Base. Upload one or multiple files (.md, .docx, .pdf, .txt, .html), or run a bulk import via CSV to create multiple articles at once. All imported articles are created directly as drafts, ready for review and editing.

#4098

Bug Fixes

Minor

Resolved an issue where a deleted resolution SLA kept being counted in request reports.

#53400

Minor

Duplicate help desks no longer appear when reassigning a request.

#53397

Minor

Improved the performance and stability of request search.

#53348

Minor

Fixed an issue where the "Notify SLA elapsed" action did not include the configured elapsed percentage in the notification sent to users.

#53184

Minor

Fix an issue where scheduled report notifications were not sent when using the {{TICKET_PRETTY_NUMBER}} variable in the notification template.

#53166

Minor

Fixed an issue where certain custom field text values were incorrectly exported as "INF" in report CSV files.

#53051

Minor

Corrected a mismatch between the request count and the chart's list view in dashboards.

#52888

Minor

My Work no longer throws an error caused by pending reminders on tickets from help desks the agent lost access to.

#52852

Minor

Fix an issue where SAML SSO could fail for LDAP users when the IdP sends the username without a domain prefix.

#52784

Minor

Fixed an issue where the "Create request" step in a workflow could slow down when loading due to unnecessary empty values.

#52761

Critical

Fix an issue where forwarded Gmail messages could lose their original content when processed as incoming emails.

#52737

Minor

Fix an issue where users could intermittently disappear from groups synchronized via SCIM with Microsoft Entra ID.

#52735

Minor

Global search now returns consistent results with and without exact match.

#52725

Minor

Reassigning a request now correctly updates the assignment history.

#52637

Minor

Fixed an issue where trying to open a request without the required permissions showed a generic error instead of a clear message explaining that access was not allowed.

#52636

Minor

Fixed an issue where SLA expiration notifications were incorrectly sent for already-closed requests, triggering overdue alerts for old resolved tickets.

#52461

Minor

Fix an issue where agents with user management permissions could not import users via CSV.

#52311

Minor

Fixed inconsistent values for the "Rating (average)" metric.

#52233

Minor

Triggers now correctly account for spaces in the Contains condition.

#52061

Critical

Fix an issue where incoming emails processed via OAuth 2.0 with Microsoft Graph were not all removed from the mailbox when multiple messages arrived within the same minute.

#51675

Minor

Fix an issue where .eml attachments in incoming emails have their internal content appended to the ticket body.

#51673

Minor

Fixed an issue where images copied from your computer couldn't be pasted into the body of an email sent by a workflow's Send email action. Images now paste correctly.

#11539