Service Desk Releases

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

Brand New 7.84.2 Stable 7.83.11 LTS 7.77.32

For older versions click here

Brand New 7.84.2

Sep 6, 2024

Bug Fixes

Minor

Fixed a bug in the workflows list that occurred when workflows had errors in their configuration.

#35511

Brand New 7.84.1

Aug 30, 2024

Bug Fixes

Major

Fix UI issues in the ticket history when approvals include line breaks in the description.

#35434

Brand New 7.84.0

Aug 23, 2024

Features and Improvements

New

Display a Service Desk link when the Virtual Agent detects unsupported fields during request creation

From now on, a message will be displayed when a category has unsupported fields in the Microsoft Teams Virtual Agent, leading users to complete the request in Service Desk. However, if the unsupported fields are not mandatory, users can complete the request creation in Microsoft Teams.

#33970

Bug Fixes

Minor

Fixed an issue where navigating between Web Service stages in a workflow diagram duplicated information from the previous stage.

#35114

Minor

We've fixed an issue where tables lost their formatting when copied and pasted into comments.

#35019

Minor

We've resolved an issue where an SLA paused due to the request status was resuming incorrectly on MSSQL.

#34927

Minor

Fixed an issue where attachments in requests created by email were being added without their filename and extension.

#34926

Minor

Fixed an issue where users with a custom role granting Automations permissions were unable to add or edit actions in Automated Actions.

#34876

Minor

We've fixed an issue where solutions to requests were receiving a zero rating in certain scenarios.

#34874

Minor

Fixed an issue where drafts of workflows were duplicated during deployment due to auto-save.

#34845

Minor

We've fixed an issue where a custom First Response SLA, configured with holidays and help desk hours, did not pause immediately upon request creation but experienced a delay.

#34790

Minor

We've addressed an issue where the UI for a second request created and resolved using "Create and Resolve" would break if it was related to a previously generated request.

#34779

Minor

Fixed a bug where changes to credentials for creating channels in a Teams integration configured with a proxy were not being saved.

#34777

Minor

Fixed a UI rendering error affecting the general configuration overlay when the "last responsible selected" option was chosen for the final workflow stage.

#34695

Minor

Fixed a bug where Time Tracking reports with the Agents dimension occasionally displayed the last assigned agent instead of the actual agent who spent time on the request.

#34677

Minor

Fixed a bug where Dashboards and Reports using a CI-type custom field and any Requests metric did not reflect the correct number of requests.

#34206

Minor

Fixed an issue where bold text formatting in responses was not displayed correctly in Microsoft Teams cards.

#34175

Minor

Fixes an issue where user-manager relationships were not imported correctly from .csv files if both the manager and user were included in the same file.

#33747

Minor

Fixed an issue where creating requests using the /incident API endpoint with an SLA condition of "Creator > It's me" would result in an SQL error.

#33463

Minor

Fixed an issue where users remained followers of a request after being removed as collaborators, requiring manual removal to stop notifications. Note: This fix is not retroactive.

#32294

Minor

Fixed an issue where end users would see duplicate notifications for pending actions when they are both the customer and the agent of a request. Now, only a single notification is displayed in such scenarios.

#32045

Minor

Fixed a bug that caused scheduled reports to be automatically disabled if several past executions returned no requests.

#31325