Service Management Releases

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

Brand New 7.92.2 Stable 7.91.7 LTS 7.89.17

For older versions click here

Brand New 7.92.2

Dec 17, 2024

Bug Fixes

Minor

Resolved an issue where priority suggestions were not deleted as expected in specific cases.

#38554

Brand New 7.92.1

Dec 16, 2024

Bug Fixes

Minor

Internal Release Fix

#38533

Brand New 7.92.0

Dec 13, 2024

Features and Improvements

New

Upgrade Workflows to the New Editor

Users can now upgrade their workflows to the new editor, unlocking advanced features and an improved user experience, without starting from scratch!

#38450

New

New Workflow column in Request Views

Add the new Workflow column to Request Views to quickly see the workflow for each request at a glance.

#37638

New

AI-Powered Detection of Common Problems

Identify recurring issues across multiple requests with AI-powered common problem detection. Service Management alerts help desk managers through system and email notifications, streamlining efforts to address root causes and prevent redundant work.

#36922

New

AI-powered Risk and Impact Prediction

This new feature analyzes historical cases to determine accurate risk and impact levels for requests, optimizing decision-making and ensuring precise evaluation for service and change requests.

#36631

New

AI-Powered Expert Collaborator Suggestion

Expert collaborator suggestions powered by AI analyze requests, compare them to similar cases, and recommend the most experienced agent with the highest rating as a collaborator.

#36297

New

New Waiting For (Entity) column available for export

The Waiting For (Entity) column is now exportable, allowing users to easily see what a request is waiting on.

#33725

New

AI-Powered Proactive Major Incident Detection

AI-powered major incident detection assesses incident severity, notifying related help desk managers via system and email alerts, enabling swift and effective responses.

#32013

Bug Fixes

Minor

Fixed a bug where requests with the Cancelled status were displayed as ‘No label’ in dashboard charts using the Status dimension.

#38216

Minor

Fixed a bug where scheduled reports failed mid-generation if a cell exceeded the character limit supported by the XLSX file format.

#38107

Major

We fixed a bug showing details from the wrong asset when clicking links in the request logs

#37754

Major

We fixed a bug preventing linked assets from being displayed in requests after refreshing

#37726

Minor

Fixed a bug where the locations of requests were not displayed in views if the locations had been deleted from the instance.

#36205

Minor

Fix for a bug where web service errors in a workflow were not logged in the ticket history if the workflow was configured to cancel on failure.

#36078

Minor

Fix for a bug where workflows with conditionals and unconnected ELSE paths incorrectly showed an error, even when no loop existed.

#35724

Minor

Fix for a bug where user fields in workflows (single or multiple selection) did not retain selected users in subsequent stages on the mobile version.

#34448