Service Management Releases

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

Brand New 8.19.0 Stable 8.18.5 LTS 8.13.28

Brand New 8.19.0

Jul 27, 2026

Features and Improvements

New

Enhanced CI search with additional columns

Find the right Configuration Items faster with the new Inventory ID and Type columns, providing more context and improving search accuracy.

#52839

New

SUBSTITUTE function for the Formula step

Added a new SUBSTITUTE function to the Formula step. You can now replace occurrences of a substring within a text by matching its content, rather than by a fixed position, and optionally target a specific occurrence. This makes text cleanup and normalization easier to build directly inside your workflows.

#52756

New

User group filter in Virtual Service Agent report

The Virtual Service Agent report can now be filtered by user groups, both in the general filters on top of the report and within conversation tables.

#52435

New

TRIM function for the Formula step

Added a new TRIM function to the Formula step. You can now remove leading and trailing whitespace from a text value while keeping internal spaces untouched, helping avoid formula errors caused by invisible extra spaces in imported or user-entered data.

#51582

New

REGEXEXTRACT function for the Formula step

Added a new REGEXEXTRACT function to the Formula step. You can now extract the first substring from a text that matches a regular expression, including capture groups, making it easier to pull specific data out of free-form text directly inside your workflows.

#51575

New

Updated Software Request template

The Software Request template now leverages the new InvGate Asset Management workflow step to deliver a more automated and efficient software request process.

#51168

New

Improved software deployment execution results

Gain better visibility into software deployments with a new execution results table. Easily see which software and deployment actions can be performed for each selected device.

#50510

New

Simplified OAuth 2.0 setup for web services

Configure OAuth 2.0 authentication directly from the authorization overlay in web services across Workflows and Automations. This streamlines setup and makes connecting integrations faster and easier.

#46358

New

Duplicate Data Exports

Users can now duplicate an existing Data Export to quickly create a new one, without setting it up from scratch.

#40158

Bug Fixes

Minor

Fixed unclear text in the Automations export overlay.

#52939

Minor

Fixed an issue in Dark Mode where the button to add action groups on first-response SLAs stopped responding after adding a group, preventing the actions overlay from opening.

#52835

Major

Fixed an issue where editing a Catalog visibility rule that had portal types associated failed with a generic error, preventing the rule from being opened or edited.

#52767

Minor

Fixed an issue where opening a workflow request could fail with an error when the AI-powered risk and impact analysis was enabled. The request now opens correctly even if that analysis doesn't return a result.

#52704

Minor

Fixed an issue where the AI-based ETTR (Estimated Time to Resolution) calculation would not run even when it was enabled in AI Hub and in the SLA rule.

#52621

Minor

Fixed an issue where a field with a visibility rule based on another field's value could appear empty when its step ran more than once (for example, in a loop). The field now correctly shows its saved value regardless of how many times the step has run.

#52567

Minor

Fixed a Data Export issue where request descriptions containing quotes and line breaks broke the CSV format.

#52481

Minor

Fixed an issue where Task data exports included extra unselected columns.

#52334

Minor

Fixed an issue where the Windows installer bundled an outdated version of Apache. It now ships with an updated, stable version.

#52059

Minor

Fixed an issue preventing user creation via API after changing the super admin from administrator to end user

#51983

Minor

Fixed an issue where new user welcome emails were not sent

#51803

Major

Fixed a date shift issue when importing holidays from a calendar with a timezone other than UTC.

#51786

Minor

Fixed an issue where a workflow could occasionally get stuck showing "processing" on an automated step, even though the step had already completed and the workflow had moved forward.

#51761

Minor

Fixed an issue where the snippets list returned no results when filtering by a large number of categories

#51720

Minor

Fixed an issue where removing and adding options in a Tree-type custom field with alphabetical ordering enabled could affect other branches of the tree. Now, only the intended option is modified.

#51327

Minor

Fixed an issue where workflows containing the Generate Document step could not be edited under certain connection error conditions.

#51038

Minor

Fixed an issue where monthly dashboards using the Requests (Backlog) metric didn't show months correctly depending on the user's timezone.

#50466

Minor

Fixed an issue when saving KB articles containing tables pasted from Excel or LibreOffice

#50219

Minor

Fixed an issue where the Generate Document step did not clearly display validation for unsupported Configuration Item types.

#48013

Minor

Fixed missing close date/time values for some requests in reporting.

#47727