Service Desk Releases

LTS 7.64.25

Apr 26, 2024

Bug Fixes

Minor

Fixed a bug affecting webservice configurations.

#32767

LTS 7.64.24

Apr 24, 2024

Bug Fixes

Major

We've resolved an issue where dashboards were not displaying unassigned requests correctly.

#32235

Minor

Fixed a bug where users couldn't modify dashboard charts configured with deleted custom fields.

#32189

Minor

Fix for a bug where simultaneous interactions with approvals could lead to unexpected issues.

#29667

LTS 7.64.22

Mar 26, 2024

Bug Fixes

Minor

Fix for a bug that affected incoming emails with double header in certain instances.

#32170

Minor

We've resolved a bug where updating the SLA of a request that was waiting for an approval did not pause the new SLA that applied to the request.

#31472

Minor

We've resolved a bug where configured types in the import catalog template were not preserved during the import process.

#31034

Minor

Fixed an issue where relating Configuration Items to CI Custom Fields was not possible during the configuration of Scheduled Requests.

#29155

LTS 7.64.20

Mar 20, 2024

Bug Fixes

Minor

Resolved an issue in MSSQL where information entered in a tree-type custom field during request creation or editing was not displaying in the request's detail view.

#32106

LTS 7.64.19

Mar 20, 2024

Bug Fixes

Minor

Fixed a bug where in certain scenarios automations didn't work as expected when having reassignment as trigger.

#32222

LTS 7.64.18

Mar 14, 2024

Bug Fixes

Minor

We've fixed an issue where, when using MSSQL and configuring scheduled requests with the "Working hours" option enabled, tickets were still created regardless of the desk status.

#31616

Minor

We've addressed the issue of slow loading times for the approval editing widget, improving the overall performance.

#31255

Minor

We've corrected an issue where creating an automation with the trigger event "Change in a Custom Field" would also trigger priority changes.

#31059

Minor

We've resolved an issue where modifying a category caused the loss of its translation.

#31046

Minor

Fixed a bug where users mentioned in comments weren't receiving email notifications when the mention notification template was disabled and the new comment notification template was enabled.

#30870

Minor

We've fixed a bug where exporting a report from a custom view with the 'Rejection Date' filter incorrectly showed the rejection date value for both the 'creation date' and 'rejection date' columns.

#30799

Minor

We've resolved a bug where responding to and resolving a major incident request did not propagate attachments to related request responses.

#23156

LTS 7.64.17

Mar 14, 2024

Bug Fixes

Minor

Fixed the blank pop-up issue for users with custom roles limited to the incoming emails section. This issue occurred only upon login and had no impact on users with the administrator role.

#31076

Minor

Fix for a bug that was preventing relate a DevOps Workitem from a request response.

#31002

Minor

Fix for a bug that was affecting Insight Business Applications linking on custom fields.

#30420

Minor

Fixed display issue for variables related to tickets in tasks email templates.

#30127

Minor

Fixed a bug that was preventing file downloads when a field name in the workflow contained slashes (/).

#30056

Minor

Fix for a bug that was affecting the Insight CI linking and detail view from Service Desk.

#30053

Minor

We've resolved a bug where assigning a ticket to a round-robin desk didn't reflect the desk assignment, only showing "System has assigned to the agent. > Fix for a bug where assigning a request to a help desk with round-robin assignment wasn't correctly reflected in the request activity history.

#29734

Minor

Fixed an issue where pressing the 'Reset Template' button in the email templates section twice resulted in an infinite loop, even when no changes were made.

#29678

Minor

Fix for a bug that was causing errors on API OLAP encoding responses.

#29631

Minor

Fixed a bug where accessing a dashboard with a chart configured using a deleted custom field as a dimension resulted in subsequent charts not loading.

#27033

LTS 7.64.16

Feb 14, 2024

Features and Improvements

New

AI Hub Setup

Unifying existing AI configuration for preparation to AI Hub launch

#31544

LTS 7.64.15

Feb 9, 2024

Bug Fixes

Minor

Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.

#31249

Minor

Fixes an issue where the request list failed to load when interacting with a report's summary on on-premises instances, specifically with SQL Server as the database.

#30946

Minor

Fixed a bug that prevented the viewing of name information for an Insight CI when updated if it is the Inventory ID.

#30095

Minor

Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.

#27240

LTS 7.64.14

Feb 7, 2024

Bug Fixes

Minor

Fixed a bug causing assignment failures in processes when setting the responsible party for a stage as 'Last responsible selected' in instances using MS SQL.

#31430

LTS 7.64.12

Jan 26, 2024

Bug Fixes

Minor

Fixed a bug that, under certain circumstances, caused empty values to be exported in the Unformatted Description column in scheduled reports.

#30894

Minor

Fixed a bug that sometimes affected performance when creating or editing dashboards and reports.

#30816

Minor

Resolved a UI bug encountered while writing HTML code during comment editing.

#30659

Minor

Fixed an issue where workflows with two stages of tasks (with the second stage copying the first) and the execution of intermediate steps were causing workflow interruption, preventing the visibility and assignment of the second stage of tasks.

#30567

Minor

Fixed a bug causing issues with the cancel stage in workflows.

#30308

Minor

Fixed a bug that prevented changing the user type (from end user to agent) of LDAP-provisioned users with email addresses containing spaces.

#30269

Minor

Resolved a privacy configuration issue regarding comments in the mobile and app versions where specified settings were not being respected.

#29841

Minor

Fixed a bug where SLA metrics, which were displaying as 0 in reports, were exported as blanks.

#22108

Service Desk Releases

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