Service Management Releases

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

Brand New 8.22.1 Stable 8.21.6 LTS 8.13.32

For older versions click here

Brand New 8.22.1

Sep 7, 2026

Bug Fixes

Minor

Improved the performance and stability of global search.

#55011

Brand New 8.22.0

Sep 5, 2026

Features and Improvements

New

NinjaOne actions in workflows

Added NinjaOne actions to workflow automations. You can now retrieve organizations, devices, alerts, activities, users, locations, and installed software inventory from NinjaOne directly within your workflows.

#53924

New

Veil portal style

Customers using the Classic portal style will be migrated to Veil, and the Classic option will no longer be available for selection.

#53910

New

Vote on approvals from MS Teams notifications

MS Teams approval notifications now include Accept/Reject buttons, so approvers can vote without leaving Teams.

#53230

New

Knowledge Base Management Improvements

The Knowledge Base section now has a navbar to browse the Knowledge Base Categories.

#52288

New

DOC / DOCX attachment indexing in Knowledge Base articles

Knowledge Base articles with DOC / DOCX attachments now include the content of those files in the AI indexing process. When KB indexing is enabled, the system automatically extracts the text from attached DOCs / DOCXs and makes it available to AI-powered features such as the Virtual Service Agent and solution recommendations. This expands the knowledge surface used for request deflection without requiring organizations to restructure their existing documentation.

#51835

New

Simplified API credential rotation

API clients can now generate new client secrets, making credential rotation easier and improving security management.

#51086

New

New sandbox to validate VSA configuration changes

Administrators can now validate VSA configuration changes in place, running a quick preview after each setting change instead of testing directly with end users.

#48992

New

New Email Template Variable: Request Participants

Email notification templates now support the {{TICKET_PARTICIPANTS}} variable, which lists everyone involved in a request — customer, assigned agent, help desk, collaborators, and observers — with their role and email address. Add it from Settings > Notifications to any request notification template so recipients who work only over email can see who is following the request before replying. The list shows up to 100 participants.

#9171

New

New GET /wf.request API endpoint

Added a new API endpoint to retrieve the values captured in a specific request's workflow stage forms.

#4502

Bug Fixes

Minor

Fixed an issue where the description of predefined types was displayed in Spanish when editing them, instead of respecting the language configured in the instance.

#54567

Minor

You can now select multiple locations in a single workflow conditional step. This lets one condition match several locations at once, instead of requiring a separate OR condition for each one.

#54216

Minor

Fixed an issue where Formula stage results were visible to end users even when the stage's visibility was restricted to agents, administrators, and coordinators.

#54207

Major

Fixed an issue where triggering "Continue" twice on a task stage with optional tasks could leave the request permanently stuck at the following approval stage.

#54197

Minor

Fixed an issue where a Web Service step mapping a null value to a User-type variable would fail with a database error, leaving the variable empty.

#54187

Minor

Fixed an issue where users disabled in the identity provider could remain active when they had pending approvals in dynamically assigned workflows.

#54171

Minor

Fixed an issue where users mentioned in a comment did not receive the "New comment" email notification, even when they had that notification enabled in their profile. Users who only had the "New comment" template enabled received no notification at all.

#54138

Minor

Fixed an issue where applying an AI category suggestion while editing a request left the Category field empty instead of applying the suggested category.

#54105

Minor

Fixed an issue where reassigning a request to a different help desk could leave two OLAs running at the same time. Only one of them was paused when the request was marked as solved, and the other kept counting time until it was marked as overdue.

#53981

Minor

Fixed an issue that caused user attribute exports to fail in SQL Server environments.

#53943

Minor

Fixed the column order in scheduled reports so custom and workflow fields no longer appear ahead of common fields.

#53908

Minor

Fixed an issue where agents in a free-assignment help desk could not self-assign requests that had a pending approval.

#53674

Minor

Fixed an issue where dashboards could unexpectedly show no data depending on the date filter selected.

#53640

Minor

Fixed an issue where some older Knowledge Base articles were not visible to end users.

#53248

Minor

Fixed an issue where the variable list was not displayed when editing the "Task pending assignment" email notification template.

#53206

Minor

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

#53201

Minor

Fixed an issue where the `{{TICKET_DESCRIPTION}}` and `{{TICKET_STATUS}}` variables were not included in "Task pending assignment" notifications.

#52995

Minor

Improved security and validation in the OAuth authentication flow.

#52851

Minor

Fixed an issue where the Postpone button in the Pending Actions panel of My Work did not open the date and time picker.

#52785

Minor

Improved account validation when authorizing Google OAuth2 for incoming email.

#52161

Minor

Fixed an issue where opening very large workflows could make the browser unresponsive.

#52056

Minor

Fixed an issue where external users received the latest comment instead of the selected solution in notification email.

#50038

Minor

Fixed an issue where deploying a workflow with a field referencing a very large number of help desks could fail with a database error.

#48946

Minor

Fixed an issue where a conditional step based on a CI field did not respect the CI type filters configured on that field.

#47728

Minor

Fixed an issue where disabling the "Request created" notification also disabled "Request created (external)".

#46885