Service Management Releases

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

Brand New 7.102.2 Stable 7.101.8 LTS 7.89.55

Brand New 7.102.2

May 8, 2025

Bug Fixes

Major

Corrected an issue where shared custom fields were incorrectly displayed in the create request overlay in subflows. Only custom fields of the category selected are now displayed.

#42062

Brand New 7.102.1

May 6, 2025

Bug Fixes

Minor

Resolved an issue that caused API failures when setting values for custom fields with type Configuration Item.

#41994

Minor

We've added some missing translations.

#41991

Brand New 7.102.0

May 5, 2025

Features and Improvements

New

Custom Fields Requirement for Request Cancellation

Ensure better tracking and context by requiring custom fields to be completed when canceling a request.

#38195

New

AI Response Tone Adjustment for Agents

Agents can now fine-tune the tone of AI-generated responses to better match the context and audience, adding flexibility and control to automated replies.

#36296

New

Say goodbye to sequential bottlenecks with the new Subflows step

Collaborate more effectively in Workflows with the new Subflows step. Automate linked request creation, empowering multiple teams to work in parallel on a single workflow through different requests, eliminating bottlenecks and boosting overall efficiency.

#31160

Bug Fixes

Minor

Resolved a rare issue where the "User belongs to group" condition wasn’t evaluated properly following a Web Service call.

#41606

Minor

Improved custom text field validation by updating the regular expression logic to ensure "0" is recognized and properly validated.

#41562

Minor

Fixed an issue preventing deleted help desk from being reported when the criteria applies.

#41557

Minor

Fixed an issue where the {{HELPDESK_NAME}} variable was not working correctly in email notifications

#41533

Major

Fixed an issue affecting request to be shown when creating an Interval Reports

#38539

Minor

Fixed an issue affecting reports generated to be sent via email

#38340

Minor

Fixed an issue affecting visibility of observer requests for end users

#37443