Service Management Releases

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

Brand New 8.24.6 Stable 8.25.6 LTS 8.13.39

Brand New 8.24.6

Oct 26, 2026

Bug Fixes

Minor

We've upgraded PHP to version 8.4.27-1, which fixes an important unauthenticated remote code execution vulnerability (CVE-2026-111497).

#57722

Brand New 8.24.5

Oct 22, 2026

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Bug Fixes

Minor

Fixed an issue where subflows could fail to create their associated requests when they ran after a Web service step.

#57529

Brand New 8.24.4

Oct 21, 2026

Bug Fixes

Minor

We've upgraded PHP to version 8.4.27, which fixes two critical unauthenticated remote code execution vulnerabilities (CVE-2026-109618 and CVE-2026-109619).

#57516

Brand New 8.24.3

Oct 20, 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 8.24.2

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

#53136

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

Brand New 8.24.1

Oct 7, 2026

Bug Fixes

Minor

Applied a minor fix to assure system performance.

#56631

Brand New 8.24.0

Oct 2, 2026

Features and Improvements

New

Admins can now preview the Virtual Agent in the sandbox as a specific user, to see the answers that user would get based on their permissions.

#54754

New

The In-App Chat Virtual Agent can now list a user's open requests and answer follow-up questions about them.

#54752

New

Data Export now includes two new sources for downloading Virtual Service Agent activity as CSV: one with the message-by-message detail of each conversation and another with conversation totals per user, both filterable by date, channel and user group.

#52437

New

Agents can now acknowledge a request without leaving My Work. Any ticket assigned to you that's still waiting on a first reply shows an Acknowledge pending action with the AI-drafted response ready to send, helping you meet first-response SLAs in a single click. Inside the request itself, the existing Acknowledge action is now highlighted whenever a first response is still pending.

#48450

New

You can now connect SharePoint to your Knowledge Base so the Virtual Service Agent can answer questions using the documentation your teams already maintain there. Content stays in SharePoint, syncs automatically, respects SharePoint permissions and appear

#36873

New

Workflows can now update InvGate Asset Management custom fields across different Configuration Item types, including Assets, Business Applications, Cloud Assets and Databases enabling more powerful and flexible automation.

#22077

Bug Fixes

Major

Fixed an issue where Workflow field labels showed in their original language instead of the translated one when the label differed from the saved translation only in capitalization or accent marks.

#56176

Minor

Resolved an issue where a scheduled report could fail to generate when none of its recipients were eligible.

#55909

Minor

Fixed an issue where the workflow diagram displayed only one connection when the Rejected and Canceled outputs of an Approval stage pointed to the same destination stage. All connections that lead to the same stage now appear in the diagram.

#55784

Minor

Fixed an issue where time tracking reports showed inflated totals when filtering by an agent's help desk.

#55737

Minor

Fixed an issue where a request created with "Relate request" in a Tasks step was not linked to the parent request when its category was associated with a Workflow.

#55683

Minor

Fixed an issue where requests failed to be created with an error when a text custom field had more than 255 characters. The form now warns users when the limit is exceeded.

#55333

Minor

Fixed an issue where the AI category suggestion could offer categories that weren't catalog leaf nodes or weren't visible to the agent, which could leave requests unassigned or misrouted.

#55290

Minor

Fixed an issue where requests with a custom request type showed up without label in dashboards.

#55078

Minor

Fixed an issue where some custom field values weren't kept after a request's category was changed during editing.

#54962

Minor

Fixed an issue where long field titles in Workflow forms were cut off when filling out a request. The full title now wraps to fit the available space.

#54922

Minor

Fixed an issue where importing categories always set Type and Default Type to "Question" instead of the values in the import file, and added a new Default Type column to the category import/export template.

#54436

Minor

Improved the performance of reporting for instances with large amounts of data.

#54363

Minor

Fixed an issue where resolution SLA times in dashboards and reports could show incorrect or negative values that didn't match the request's own SLA detail.

#53883

Minor

Fixed an issue where some request task variables were not processed correctly in task notifications.

#53201

Minor

Fixed an issue where no email notification was sent to the new approver when an approval was reassigned.

#49123

Minor

Fixed an issue where the "Specific step" assignment assigned the original agent instead of the reassigned one when a form step was reassigned from the request actions bar.

#43550