Version 7.71.10
Mar 26, 2024
Bug Fixes
Fixed a UI issue caused by opening certain workflow requests.
Fixed a bug where workflow execution was blocked due to undefined variables in a web service stage.
Version 7.71.9
Mar 24, 2024
Bug Fixes
Fix for a bug that affected incoming emails with double header in certain instances.
Resolved issue where executing a workflow with a form allowing selection from a list displayed the field name instead of the selected value in subsequent stages.
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.
We've fixed a bug where selecting "Reply and solve" for a comment when a custom field within the request was required to be completed resulted in the button being disabled, preventing any action.
We've resolved a bug where configured types in the import catalog template were not preserved during the import process.
Resolved the issue of creating a KB article with a title or description containing accents, reaching the maximum character limit. Implemented a solution where a pop-up now alerts users upon reaching the character limit.
Fixed an issue where relating Configuration Items to CI Custom Fields was not possible during the configuration of Scheduled Requests.
Fix an issue causing workflow approvals to freeze when specific assigned users are deleted and the admin tries to reassign it.
Fix for a bug that was preventing unlinking an Insight CI on a request.
Version 7.71.7
Mar 20, 2024
Bug Fixes
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.
Version 7.71.6
Mar 20, 2024
Bug Fixes
Fixed a bug where in certain scenarios automations didn't work as expected when having reassignment as trigger.
Version 7.71.5
Mar 19, 2024
Bug Fixes
Fixing a configuration error which causes some AI capabilities to be disabled on Demo Instances
Version 7.71.4
Mar 12, 2024
Bug Fixes
Fix for an issue that was causing delays when executing workflows with file type fields in the initial stage and at least one web service stage.
We've added missing translations for push notifications.
Version 7.71.3
Mar 14, 2024
Bug Fixes
Fix for a bug that was causing some issues when using a list populated through an API call.
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.
We've addressed the issue of slow loading times for the approval editing widget, improving the overall performance.
We've corrected an issue where creating an automation with the trigger event "Change in a Custom Field" would also trigger priority changes.
We've resolved an issue where modifying a category caused the loss of its translation.
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.
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.
Fix for API endpoint that returned a single file instead of all corresponding ones.
We've resolved a bug where responding to and resolving a major incident request did not propagate attachments to related request responses.
Version 7.71.2
Mar 1, 2024
Bug Fixes
Fixing bugs related to emails configurations
Version 7.71.1
Feb 26, 2024
Bug Fixes
User Fixed a bug where trying to duplicate a workflow request that went through an approval step caused an error, stopping further progress.
Version 7.71.0
Feb 25, 2024
Features and Improvements
InvGate AI Hub
InvGate AI Hub is a comprehensive initiative aimed at consolidating all AI-powered functionalities within our products. It is free on beta available for all cloud customers. More Info: https://blog.invgate.com/invgate-ai-hub-artificial-intelligence-for-it-teams
Bug Fixes
We've fixed a bug where the task configuration popup unexpectedly closed when configuring actions in automations.
Fixed a bug where specific metrics showing as 0 in reports were being exported as blanks in scheduled reports.
Fixed a typo in the Italian language used in the Self-Service Portal.
Fix for a bug that affected incoming emails with double header in certain instances.
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.
Fix for a bug that was preventing relate a DevOps Workitem from a request response.
Fix for a bug that was affecting Insight Business Applications linking on custom fields.
Fixed display issue for variables related to tickets in tasks email templates.
Fixed a bug that was preventing file downloads when a field name in the workflow contained slashes (/).
Fix for a bug that was affecting the Insight CI linking and detail view from Service Desk.
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.
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.
Fix for a bug that was causing errors on API OLAP encoding responses.
Fixed a bug where reports, dashboards, and views with the 'Help desk > is not (nor is a child of)' or 'Category > is not (nor is a child of)' filter conditions incorrectly included requests that did not match the specified criteria.
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.
Version 7.70.8
Mar 20, 2024
Bug Fixes
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.
Version 7.70.7
Mar 20, 2024
Bug Fixes
Fixed a bug where in certain scenarios automations didn't work as expected when having reassignment as trigger.
Version 7.70.6
Mar 12, 2024
Bug Fixes
Fix for an issue that was causing delays when executing workflows with file type fields in the initial stage and at least one web service stage.
We've added missing translations for push notifications.
Version 7.70.5
Mar 14, 2024
Bug Fixes
Fix for a bug that was causing some issues when using a list populated through an API call.
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.
We've addressed the issue of slow loading times for the approval editing widget, improving the overall performance.
We've corrected an issue where creating an automation with the trigger event "Change in a Custom Field" would also trigger priority changes.
We've resolved an issue where modifying a category caused the loss of its translation.
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.
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.
Fix for API endpoint that returned a single file instead of all corresponding ones.
We've resolved a bug where responding to and resolving a major incident request did not propagate attachments to related request responses.
Version 7.70.4
Feb 26, 2024
Bug Fixes
User Fixed a bug where trying to duplicate a workflow request that went through an approval step caused an error, stopping further progress.
Version 7.70.3
Feb 25, 2024
Bug Fixes
We've fixed a bug where the task configuration popup unexpectedly closed when configuring actions in automations.
Fixed a bug where specific metrics showing as 0 in reports were being exported as blanks in scheduled reports.
Fixed a typo in the Italian language used in the Self-Service Portal.
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.
Fix for a bug that was preventing relate a DevOps Workitem from a request response.
Fix for a bug that was affecting Insight Business Applications linking on custom fields.
Fixed display issue for variables related to tickets in tasks email templates.
Fixed a bug that was preventing file downloads when a field name in the workflow contained slashes (/).
Fix for a bug that was affecting the Insight CI linking and detail view from Service Desk.
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.
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.
Fix for a bug that was causing errors on API OLAP encoding responses.
Fixed a bug where reports, dashboards, and views with the 'Help desk > is not (nor is a child of)' or 'Category > is not (nor is a child of)' filter conditions incorrectly included requests that did not match the specified criteria.
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.
Version 7.70.2
Feb 15, 2024
Bug Fixes
General stability improvements and optimizations.
Version 7.70.1
Feb 14, 2024
Features and Improvements
AI Hub Setup
Unifying existing AI configuration for preparation to AI Hub launch
Version 7.70.0
Feb 9, 2024
Bug Fixes
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
Fixes an issue where workflow requests corresponding to prior versions of a workflow were not being returned when filtering by Workflow Stage.
Fixed a bug that prevented the viewing of name information for an Insight CI when updated if it is the Inventory ID.
Fix a bug related to the fields in the start form when duplicating a request assigned to an older version of a Workflow.
Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.
Version 7.69.7
Feb 26, 2024
Bug Fixes
User Fixed a bug where trying to duplicate a workflow request that went through an approval step caused an error, stopping further progress.
Version 7.69.6
Mar 14, 2024
Bug Fixes
Fixed a typo in the Italian language used in the Self-Service Portal.
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.
Fix for a bug that was preventing relate a DevOps Workitem from a request response.
Fix for a bug that was affecting Insight Business Applications linking on custom fields.
Fixed display issue for variables related to tickets in tasks email templates.
Fixed a bug that was preventing file downloads when a field name in the workflow contained slashes (/).
Fix for a bug that was affecting the Insight CI linking and detail view from Service Desk.
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.
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.
Fix for a bug that was causing errors on API OLAP encoding responses.
Fixed a bug where reports, dashboards, and views with the 'Help desk > is not (nor is a child of)' or 'Category > is not (nor is a child of)' filter conditions incorrectly included requests that did not match the specified criteria.
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.
Version 7.69.5
Feb 15, 2024
Bug Fixes
General stability improvements and optimizations.
Version 7.69.4
Feb 14, 2024
Features and Improvements
AI Hub Setup
Unifying existing AI configuration for preparation to AI Hub launch
Version 7.69.3
Feb 9, 2024
Bug Fixes
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
Fixes an issue where workflow requests corresponding to prior versions of a workflow were not being returned when filtering by Workflow Stage.
Fixed a bug that prevented the viewing of name information for an Insight CI when updated if it is the Inventory ID.
Fix a bug related to the fields in the start form when duplicating a request assigned to an older version of a Workflow.
Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.
Version 7.69.2
Feb 7, 2024
Bug Fixes
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.
Version 7.69.1
Feb 5, 2024
Bug Fixes
We've fixed a bug that was causing continuous reminder loops for approvals.
Fixed an issue that occasionally prevented the creation and editing of view filters when dealing with an unusually large number of custom fields to load.
Version 7.69.0
Feb 1, 2024
Features and Improvements
Single value tree custom fields now available on Microsoft Teams integration
From now on, users can create requests from their Microsoft Teams integration that includes single value tree custom fields.
Introducing a new role for Knowledge Base articles
Now, users can be designated as responsible parties to keep articles updated. The mandatory field in article creation and editing promotes efficient collaboration.
Bug Fixes
Fixed a bug that, under certain circumstances, caused empty values to be exported in the Unformatted Description column in scheduled reports.
Fixed a bug that sometimes affected performance when creating or editing dashboards and reports.
Resolved a UI bug encountered while writing HTML code during comment editing.
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.
Fixed a bug causing issues with the cancel stage in workflows.
Fixed a bug that prevented changing the user type (from end user to agent) of LDAP-provisioned users with email addresses containing spaces.
Resolved a privacy configuration issue regarding comments in the mobile and app versions where specified settings were not being respected.
Fixed a bug that prevented email delivery of reports and exports to users with non-validated email addresses when using an email server other than InvGate email server.
Fixed a bug where SLA metrics, which were displaying as 0 in reports, were exported as blanks.
Version 7.68.9
Feb 15, 2024
Bug Fixes
General stability improvements and optimizations.
Version 7.68.8
Feb 14, 2024
Features and Improvements
AI Hub Setup
Unifying existing AI configuration for preparation to AI Hub launch
Version 7.68.7
Feb 9, 2024
Bug Fixes
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
Fixes an issue where workflow requests corresponding to prior versions of a workflow were not being returned when filtering by Workflow Stage.
Fixed a bug that prevented the viewing of name information for an Insight CI when updated if it is the Inventory ID.
Fix a bug related to the fields in the start form when duplicating a request assigned to an older version of a Workflow.
Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.
Version 7.68.6
Feb 7, 2024
Bug Fixes
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.
Version 7.68.5
Feb 5, 2024
Bug Fixes
We've fixed a bug that was causing continuous reminder loops for approvals.
Fixed an issue that occasionally prevented the creation and editing of view filters when dealing with an unusually large number of custom fields to load.
Version 7.68.4
Feb 1, 2024
Bug Fixes
Fixed a bug that, under certain circumstances, caused empty values to be exported in the Unformatted Description column in scheduled reports.
Fixed a bug that sometimes affected performance when creating or editing dashboards and reports.
Resolved a UI bug encountered while writing HTML code during comment editing.
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.
Fixed a bug causing issues with the cancel stage in workflows.
Fixed a bug that prevented changing the user type (from end user to agent) of LDAP-provisioned users with email addresses containing spaces.
Resolved a privacy configuration issue regarding comments in the mobile and app versions where specified settings were not being respected.
Fixed a bug that prevented email delivery of reports and exports to users with non-validated email addresses when using an email server other than InvGate email server.
Fixed a bug where SLA metrics, which were displaying as 0 in reports, were exported as blanks.
Version 7.68.3
Jan 24, 2024
Bug Fixes
Fixed a bug where custom sender accounts were not being applied to email notifications when using Office email servers with basic authentication.
This fix addresses a bug that was preventing the parser from processing JSON variables correctly within Workflows.
Version 7.68.2
Jan 19, 2014
Bug Fixes
Fixed a bug that prevented outgoing email notifications from using the configured custom sender address.
Version 7.68.1
Jan 17, 2024
Bug Fixes
Minor performance tweaks.
Version 7.68.0
Jan 17, 2024
Features and Improvements
Allow using wildcards when adding secure sites
Users can now specify secure URLs using wildcard characters, providing a more dynamic and convenient method for managing secure site configurations. This feature empowers administrators to streamline the process of securing multiple subdomains or paths within a domain, enhancing overall control and customization in site management.
Automated actions now have a cleaner look
Selecting actions in the Automations, SLAs and Approvals sections is now cleaner and more intuitive with the brand new Actions and Services catalog.
Bug Fixes
Fix for a bug that was preventing using OAuth 2.0 Client Credentials as authentication mode for Insight API in web services calls.
Fixed a bug where the help desk name variable in Assigned task email templates would not be replaced with its corresponding value when the notification was sent.
Version 7.67.9
Feb 7, 2024
Bug Fixes
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.
Version 7.67.8
Feb 5, 2024
Bug Fixes
We've fixed a bug that was causing continuous reminder loops for approvals.
Fixed an issue that occasionally prevented the creation and editing of view filters when dealing with an unusually large number of custom fields to load.
Version 7.67.7
Feb 1, 2024
Bug Fixes
Fixed a bug that, under certain circumstances, caused empty values to be exported in the Unformatted Description column in scheduled reports.
Fixed a bug that sometimes affected performance when creating or editing dashboards and reports.
Resolved a UI bug encountered while writing HTML code during comment editing.
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.
Fixed a bug causing issues with the cancel stage in workflows.
Fixed a bug that prevented changing the user type (from end user to agent) of LDAP-provisioned users with email addresses containing spaces.
Resolved a privacy configuration issue regarding comments in the mobile and app versions where specified settings were not being respected.
Fixed a bug that prevented email delivery of reports and exports to users with non-validated email addresses when using an email server other than InvGate email server.
Fixed a bug where SLA metrics, which were displaying as 0 in reports, were exported as blanks.
Version 7.67.6
Jan 19, 2014
Bug Fixes
Fixed a bug that prevented outgoing email notifications from using the configured custom sender address.
Version 7.67.5
Jan 18, 2024
Bug Fixes
Resolved the issue where the "Waiting for approval" state was not taken into account when transitioning SLA to "Ready" in "Waiting for" state changes.
Version 7.67.4
Jan 17, 2024
Bug Fixes
Minor performance tweaks.
Version 7.67.3
Jan 12, 2024
Bug Fixes
Fix for a bug that was preventing using OAuth 2.0 Client Credentials as authentication mode for Insight API in web services calls.
Fixes an issue that caused HTML tags to be displayed when listing agents' absences.
Fixes an issue preventing user OLAP dimension updates in very specific scenarios, which led to inaccuracies in reflecting short-term user changes.
Fixed a bug causing delays in deploying workflows with a high number of custom fields.
Fixed a bug where changing a workflow request's category from one with a description to one without during creation prevented the workflow request from being properly generated.
Fix for a bug that, when a user was disabled, it incorrectly displayed that they were no longer associated with their designated location.
Fixed a bug that, under certain circumstances, caused the selected value of a List-type field not to be displayed in workflow requests when the selected option is the first one listed.
Fixes a bug affecting result accuracy with the 'Customer > is not from help desk' filter across request views, reports, and dashboards.
Version 7.67.2
Jan 11, 2024
Bug Fixes
Fix for a bug that resulted in a "Page not found" error displayed when accessing dashboards shared by users whose role was changed from agent to end user.
Fix for a bug that was preventing the visualization of a request through Microsoft Teams integration.
Version 7.67.1
Jan 5, 2024
Bug Fixes
Fix for a bug that, when trying to access a predefined report by going to Reports > Requests, prevented the access to the report and resulted in an error message.
Version 7.67.0
Jan 4, 2024
Features and Improvements
Discontinuing Internet Explorer 11 Support
Microsoft ended support for Internet Explorer 11 on June 15, 2022. Following this announcement, we made the decision to no longer support Internet Explorer 11 in Service Desk starting January 1st, 2024. Users who log in using an Internet Explorer browser will encounter an error message stating the browser is no longer supported.
Remove collaborators from requests
From now on, collaborators can be removed from requests.
Bug Fixes
Fix for a bug that caused Microsoft Teams Virtual Agent to not correctly update the version on re-download.
Fixed a bug that caused increased processing times when retrieving agent positions.
Fixed a bug when retrieving the full hierarchy of help desks and locations, resulting in improved performance.
Fixed a bug causing no results to be returned when using "is from help desk" or "is not from help desk" filter on user-type custom fields.
Resolved a bug where requests with expired solution confirmations, thus unrated, were incorrectly included in the average ratings calculation.
Version 7.66.9
Jan 19, 2024
Bug Fixes
Fixed a bug that prevented outgoing email notifications from using the configured custom sender address.
Version 7.66.8
Jan 18, 2024
Bug Fixes
Resolved the issue where the "Waiting for approval" state was not taken into account when transitioning SLA to "Ready" in "Waiting for" state changes.
Version 7.66.7
Jan 17, 2024
Bug Fixes
Minor performance tweaks.
Version 7.66.6
Jan 12, 2024
Bug Fixes
Fix for a bug that was preventing using OAuth 2.0 Client Credentials as authentication mode for Insight API in web services calls.
Fixes an issue that caused HTML tags to be displayed when listing agents' absences.
Fixes an issue preventing user OLAP dimension updates in very specific scenarios, which led to inaccuracies in reflecting short-term user changes.
Fixed a bug where changing a workflow request's category from one with a description to one without during creation prevented the workflow request from being properly generated.
Fixed a bug that, under certain circumstances, caused the selected value of a List-type field not to be displayed in workflow requests when the selected option is the first one listed.
Version 7.66.5
Jan 11, 2024
Bug Fixes
Fix for a bug that resulted in a "Page not found" error displayed when accessing dashboards shared by users whose role was changed from agent to end user.
Fix for a bug that was preventing the visualization of a request through Microsoft Teams integration.
Version 7.66.4
Jan 4, 2024
Features and Improvements
Discontinuing Internet Explorer 11 Support
Microsoft ended support for Internet Explorer 11 on June 15, 2022. Following this announcement, we made the decision to no longer support Internet Explorer 11 in Service Desk starting January 1st, 2024. Users who log in using an Internet Explorer browser will encounter an error message stating the browser is no longer supported.
Bug Fixes
Fix for a bug that caused Microsoft Teams Virtual Agent to not correctly update the version on re-download.
Fixed a bug that caused increased processing times when retrieving agent positions.
Fixed a bug when retrieving the full hierarchy of help desks and locations, resulting in improved performance.
Resolved a bug where requests with expired solution confirmations, thus unrated, were incorrectly included in the average ratings calculation.
Version 7.66.1
Dec 20, 2023
Bug Fixes
We've added some missing translations.
Version 7.66.0
Dec 15, 2023
Features and Improvements
Push notifications now available for the mobile app!
Users can now receive mobile push notifications on the Service Desk mobile app. Note: This feature will be rolled out progressively during December and January, and once completed, users will need to update the app to the latest version to start using it.
Share custom views
From now on, agents, managers, and administrators can share custom views, allowing them to create views once, and use them across their entire team to enhance collaboration and increase efficiency.
Schedule time tracking and intervals reports, including requests details
With this new feature, users can choose to schedule an interval or time tracking report, including the report's details.
Use the MS Teams bot commands in your language
From now on, you can use the commands of the MS Teams bot in the same language as you use MS Teams
Bug Fixes
Resolved a bug that caused issues when utilizing lists containing options with numeric hashes as workflow variables.
Fixed a bug in public articles that included images in their body content.
Fix for a bug that prevented requests from loading in the list of reports.
Fix for a bug in the activity logs of approvals when using the Spanish language.
Fix a bug that prevents to get the first value of an array from a web service call response en Workflows
Version 7.65.5
Dec 21, 2023
Bug Fixes
We've added some missing translations.
Version 7.65.4
Jan 4, 2024
Bug Fixes
We've added some missing translations.
Version 7.65.3
Dec 20, 2023
Bug Fixes
We've added some missing translations.
Version 7.65.2
Dec 15, 2023
Bug Fixes
Resolved a bug that caused issues when utilizing lists containing options with numeric hashes as workflow variables.
Fixed a bug in public articles that included images in their body content.
Fix for a bug in the activity logs of approvals when using the Spanish language.
Fix a bug that prevents to get the first value of an array from a web service call response en Workflows
Version 7.65.1
Dec 5, 2023
Bug Fixes
Fix a bug that that prevents relate CIs or Business Applications on Insight integration
Version 7.65.0
Dec 5, 2023
Features and Improvements
Get more data from requests on OLAP API
From now on you can get the title and the description from your requests using OLAP API.
Confirmation box for request escalation
We have implemented a confirmation dialog for request escalation to prevent unintentional actions.
Bug Fixes
Fixed a bug that caused no requests to be returned in views with a 'Workflow stage' filter condition.
Fixed a bug that caused date-type custom fields to display as blank in reports under specific conditions.
Fixed a bug causing issues when using the same email address for both incoming and outgoing mails.
Fix for a bug that led to UI issues when adding a space at the end of a text field.
Fixed a bug that caused requests imported via CSV with a creation time of '00:00' to be erroneously reported with the creation date of the previous day.
Version 7.64.8
Dec 20, 2023
Bug Fixes
We've added some missing translations.
Version 7.64.7
Dec 15, 2023
Features and Improvements
Detailed Visualizations for Azure DevOps integration
From now on, users can view the descriptions and fields of linked Work Items directly from Service Desk, without having to navigate to Azure DevOps.
Get more data from requests on OLAP API
From now on you can get the title and the description from your requests using OLAP API.
Confirmation box for request escalation
We have implemented a confirmation dialog for request escalation to prevent unintentional actions.
Bug Fixes
Fixed a bug causing issues when using the same email address for both incoming and outgoing mails.
Fixed a bug that caused requests imported via CSV with a creation time of '00:00' to be erroneously reported with the creation date of the previous day.
Version 7.64.6
Dec 5, 2023
Bug Fixes
Fix a bug that that prevents relate CIs or Business Applications on Insight integration
Version 7.64.5
Dec 5, 2023
Bug Fixes
Fixed a bug that caused no requests to be returned in views with a 'Workflow stage' filter condition.
Fixed a bug that caused date-type custom fields to display as blank in reports under specific conditions.
Fix for a bug that led to UI issues when adding a space at the end of a text field.
Version 7.64.4
Nov 30, 2023
Bug Fixes
Fixes an issue that would excessive SAML logs to be generated.
Version 7.64.3
Nov 29, 2023
Bug Fixes
Fixed SAML authentication bug through configuration adjustments and troubleshooting.
Version 7.64.2
Nov 27, 2023
Bug Fixes
Fixed a bug causing errors when linking a new external entity to a request.
Version 7.64.1
Nov 21, 2023
Bug Fixes
We've added some missing translations.
Version 7.64.0
Nov 20, 2023
Features and Improvements
Search users through API by phone
The new endpoint /users.by allows you to search for users by phone.
New Workflow stage exportable column
Users will now be able to include the workflow stage of a request as a column when exporting requests' information.
New Rating column in request views
We've added the Rating column in Request views, providing agents with quick access to see ratings in the requests.
Waiting status display improvement
The name of the external entity is now displayed on the request view tag when waiting for it.
New action in automations
We have added "Reopen Request" as an action in Automations.
Requests print view enhancement
The enhanced print view on requests provides users with a clearer and more comprehensive format, ensuring that all data within the request is visible and neatly presented.
Bug Fixes
Fixed a bug in the search query for associating requests, where open requests were not considered when searching strictly by ID.
Fixed a bug that caused the deletion of email recipients when editing an automation with email sending.
Fixed a bug where text enclosed between angle brackets in text-type custom fields would disappear if the code inside was not recognized.
We've resolved a bug where scheduled requests were created with incorrect location IDs.
Version 7.63.10
Dec 5, 2023
Bug Fixes
Fix a bug that that prevents relate CIs or Business Applications on Insight integration
Version 7.63.9
Dec 5, 2023
Bug Fixes
Fixed a bug that caused no requests to be returned in views with a 'Workflow stage' filter condition.
Fixed a bug that caused date-type custom fields to display as blank in reports under specific conditions.
Fix for a bug that led to UI issues when adding a space at the end of a text field.
Version 7.63.8
Nov 30, 2023
Bug Fixes
Fixes an issue that would excessive SAML logs to be generated.
Version 7.63.7
Nov 29, 2023
Bug Fixes
Fixed SAML authentication bug through configuration adjustments and troubleshooting.
Version 7.63.6
Nov 27, 2023
Bug Fixes
Fixed a bug causing errors when linking a new external entity to a request.
Version 7.63.5
Nov 20, 2023
Bug Fixes
Fixed a bug in the search query for associating requests, where open requests were not considered when searching strictly by ID.
Fixed a bug that caused the deletion of email recipients when editing an automation with email sending.
Fixed a bug where text enclosed between angle brackets in text-type custom fields would disappear if the code inside was not recognized.
We've resolved a bug where scheduled requests were created with incorrect location IDs.
Version 7.63.4
Nov 15, 2023
Bug Fixes
Fixes a bug that inadvertently allowed the addition of incorrect columns to the MyWork table view.
Version 7.63.3
Nov 13, 2023
Bug Fixes
Fixed a SAML authentication bug.
Version 7.63.2
Nov 8, 2023
Bug Fixes
We have fixed an issue that was affecting the order displayed within categories when the 'Personalized Order' option was enabled.
Fixed a critical bug preventing SAML authentication under certain circumstances.
Fixed a bug that prevented the deletion of JSON Client ID files in configured Google OAuth authentication services.
Version 7.63.1
Nov 6, 2023
Bug Fixes
Fixed a bug that caused authentication issues when using SAML for existing users.
Version 7.63.0
Nov 5, 2023
Features and Improvements
New columns added in requests views table
From now on, users will be able to select Creator, Rejection date, Solution date, Collaborators, Unformatted description and Related CIs as columns, allowing them to choose what information to visualize in their requests views.
View details of Jira issues from Service Desk
From now on, when you link Jira issues as an external entity to a request in Service Desk, you will be able to view without leaving Service Desk the details of the Jira issue, such as the user assigned, the description, the creation date, custom fields and more.
Retroactively update hourly costs
This feature enables users to set a past date from which hourly costs become effective, allowing them to make retroactive changes to the cost of hours worked.
Integration with Azure DevOps now available
You can now set up a connection to your Azure DevOps organization and link your existing Work Items to Service Desk requests to allow for seamless updates on status.
Tasks on mobile app
Users can now view and mark tasks as completed directly from the mobile app.
Bug Fixes
We've fixed the issue where by clicking on the save button under the "General" section within the "Requests" configuration resulted in an unintended swap between the new views and the old views for "Requested" and "Requests".
Fixes an issue that caused single-level tree-type custom fields to be displayed incorrectly in dashboards, reports, and views.
Fix for a bug that displayed an incorrect request count under certain conditions in the default SLA reports.
Fix for a bug that, when selecting "General variable - Customer Manager" with the "is" operator in a Workflow conditional path, prevented selecting a user.
Fixes a bug where selecting all filtered help desks would inadvertently choose all help desks.
Fixes a bug where information was not presented in the expected order after carrying out searches in the filters prompt.
Version 7.62.10
Nov 27, 2023
Bug Fixes
Fixed a bug causing errors when linking a new external entity to a request.
Version 7.62.9
Nov 20, 2023
Bug Fixes
Fixed a bug in the search query for associating requests, where open requests were not considered when searching strictly by ID.
Fixed a bug that caused the deletion of email recipients when editing an automation with email sending.
Fixed a bug where text enclosed between angle brackets in text-type custom fields would disappear if the code inside was not recognized.
We've resolved a bug where scheduled requests were created with incorrect location IDs.
Version 7.62.8
Nov 13, 2023
Bug Fixes
Fixed a SAML authentication bug.
Version 7.62.7
Nov 8, 2023
Bug Fixes
We have fixed an issue that was affecting the order displayed within categories when the 'Personalized Order' option was enabled.
Fixed a bug that prevented the deletion of JSON Client ID files in configured Google OAuth authentication services.
Version 7.62.6
Nov 5, 2023
Features and Improvements
Retroactively update hourly costs
This feature enables users to set a past date from which hourly costs become effective, allowing them to make retroactive changes to the cost of hours worked.
Bug Fixes
We've fixed the issue where by clicking on the save button under the "General" section within the "Requests" configuration resulted in an unintended swap between the new views and the old views for "Requested" and "Requests".
Fixes an issue that caused single-level tree-type custom fields to be displayed incorrectly in dashboards, reports, and views.
Fix for a bug that, when selecting "General variable - Customer Manager" with the "is" operator in a Workflow conditional path, prevented selecting a user.
Fixes a bug where selecting all filtered help desks would inadvertently choose all help desks.
Version 7.62.5
Nov 2, 2023
Bug Fixes
Fixed an issue where reordering categories to a specific position did not preserve the modified order after saving, causing them to revert to their original state.
Version 7.62.4
Oct 31, 2023
Bug Fixes
We fixed a bug that was preventing the summarization of large articles from the Knowledge Base.
Fixes an issue that resulted in excessive log generation when users tried to login in using SAML.
Version 7.62.3
Oct 30, 2023
Bug Fixes
Fixed an issue related to automatic stage assignment in cases where assigned levels or help desks were outside their working hours.
Version 7.62.2
Oct 27, 2023
Bug Fixes
Fixed an issue that was causing complications during the export of custom views.
Fix for a bug that caused administrators to lose access to viewing 'all locations' when editing a request.
Version 7.62.1
Oct 26, 2023
Bug Fixes
Fix for a bug that sometimes prevented exporting scheduled reports and/or lists of requests under certain conditions.
Fix for a bug that was causing some issues when exporting custom views.
Version 7.62.0
Oct 20, 2023
Features and Improvements
Authentication restriction for externally authenticated users
We've added the ability for admins to restrict manual login for users who have authenticated using SAML, Google, and Microsoft services in the past.
Bug Fixes
We have fixed the bug where the TICKET_URL variable, when inserted as a hyperlink within an email in an automation, was formatting incorrectly.
Fixed a bug that caused issues with closed requests when removing options from lists or trees.
Fix for a bug that prevented the user interface of requests from loading correctly when leaving a comment in the request while using the French language.
Version 7.61.10
Nov 13, 2023
Bug Fixes
Fixed a SAML authentication bug.
Version 7.61.9
Nov 8, 2023
Bug Fixes
Fixed a bug that prevented the deletion of JSON Client ID files in configured Google OAuth authentication services.
Version 7.61.8
Nov 5, 2023
Features and Improvements
Retroactively update hourly costs
This feature enables users to set a past date from which hourly costs become effective, allowing them to make retroactive changes to the cost of hours worked.
Bug Fixes
We've fixed the issue where by clicking on the save button under the "General" section within the "Requests" configuration resulted in an unintended swap between the new views and the old views for "Requested" and "Requests".
Fixes a bug where selecting all filtered help desks would inadvertently choose all help desks.
Version 7.61.7
Oct 31, 2023
Bug Fixes
We fixed a bug that was preventing the summarization of large articles from the Knowledge Base.
Fixes an issue that resulted in excessive log generation when users tried to login in using SAML.
Version 7.61.6
Oct 30, 2023
Bug Fixes
Fixed an issue related to automatic stage assignment in cases where assigned levels or help desks were outside their working hours.
Version 7.61.5
Oct 27, 2023
Bug Fixes
Fixed an issue that was causing complications during the export of custom views.
Version 7.61.4
Oct 26, 2023
Bug Fixes
Fix for a bug that sometimes prevented exporting scheduled reports and/or lists of requests under certain conditions.
Fix for a bug that was causing some issues when exporting custom views.
Version 7.61.3
Oct 20, 2023
Bug Fixes
We have fixed the bug where the TICKET_URL variable, when inserted as a hyperlink within an email in an automation, was formatting incorrectly.
Fixed a bug that caused issues with closed requests when removing options from lists or trees.
Fix for a bug that prevented the user interface of requests from loading correctly when leaving a comment in the request while using the French language.
Version 7.61.2
Oct 19, 2023
Bug Fixes
Fix for a bug that was causing some issues with the solution confirmation expiration.
We've added some missing translations.
Version 7.61.1
Oct 18, 2023
Bug Fixes
Fixes a bug where changes to the LDAP integration settings were not being saved in specific situations.
Version 7.60.10
Oct 31, 2023
Bug Fixes
We fixed a bug that was preventing the summarization of large articles from the Knowledge Base.
Fixes an issue that resulted in excessive log generation when users tried to login in using SAML.
Version 7.60.9
Oct 30, 2023
Bug Fixes
Fixed an issue related to automatic stage assignment in cases where assigned levels or help desks were outside their working hours.
Version 7.60.8
Oct 27, 2023
Bug Fixes
Fixed an issue that was causing complications during the export of custom views.
Version 7.60.7
Oct 26, 2023
Bug Fixes
Fix for a bug that sometimes prevented exporting scheduled reports and/or lists of requests under certain conditions.
Fix for a bug that was causing some issues when exporting custom views.
Version 7.60.6
Oct 20, 2023
Bug Fixes
We have fixed the bug where the TICKET_URL variable, when inserted as a hyperlink within an email in an automation, was formatting incorrectly.
Fixed a bug that caused issues with closed requests when removing options from lists or trees.
Fix for a bug that prevented the user interface of requests from loading correctly when leaving a comment in the request while using the French language.
Version 7.60.5
Oct 19, 2023
Bug Fixes
Fix for a bug that was causing some issues with the solution confirmation expiration.
We've added some missing translations.
Version 7.60.4
Oct 10, 2023
Bug Fixes
Fixes a bug where changes to the LDAP integration settings were not being saved in specific situations.
Version 7.60.3
Oct 7, 2023
Bug Fixes
Fixes a bug that previously prevented users from choosing multiple help desks as filter criteria in certain situations.
Fixes a bug causing unrelated requests to be listed when applying a Workflow stage drilldown in dashboards.
Fixes a bug where, in some instances, time tracking entries were missing Creation Date data, preventing drilldown in Time Tracking reports.
Fix for a bug that, when retrieving Workstations information in the Assets integration, prevented the correct display of information from tabs other than ‘summary’.
Version 7.60.2
Oct 4, 2023
Bug Fixes
Fixes an issue that caused errors in workflows when choosing specific stage types and certain conditions were met.
Version 7.60.1
Oct 2, 2023
Bug Fixes
Fix for a bug related to the solution approval expiration.
Version 7.60.0
Sep 26, 2023
Features and Improvements
Configure in which categories your users can relate an external entities
From now on you can set in in which categories your users can relate an external entities through the menu Requests > General > External entities
Import locations from LDAP/SCIM
This major enhancement for user management enables the import of locations from both LDAP and SCIM, providing a seamless synchronization of users and locations in Service Desk.
Bug Fixes
Fixes an issue where conditions were not loading correctly when creating or editing dashboards with the Requests (Backlog) metric.
Fixes an issue that caused custom fields with zero values to appear as empty when exporting request lists.
Fixes a bug that prevented the drilldown functionality from working with the Closing Reason dimension in dashboards.
Fix for a bug that prevented the configuration of a reminder when selecting “Waiting for external entity”, from the “My Work” menu and using the Cards view.
We have resolved an issue that was causing workflow initiation problems when using a shared Custom Field of the Tree type at the starting stage.
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
Fix for an issue where changes to the Knowledge Base permissions were not taking effect after saving and re-editing them.
Version 7.59.8
Oct 19, 2023
Bug Fixes
We've added some missing translations.
Version 7.59.7
Oct 7, 2023
Bug Fixes
Fixes a bug that previously prevented users from choosing multiple help desks as filter criteria in certain situations.
Fixes a bug causing unrelated requests to be listed when applying a Workflow stage drilldown in dashboards.
Fixes a bug where, in some instances, time tracking entries were missing Creation Date data, preventing drilldown in Time Tracking reports.
Fix for a bug that, when retrieving Workstations information in the Assets integration, prevented the correct display of information from tabs other than ‘summary’.
Version 7.59.6
Oct 4, 2023
Bug Fixes
Fixes an issue that caused errors in workflows when choosing specific stage types and certain conditions were met.
Version 7.59.5
Oct 2, 2023
Bug Fixes
Fix for a bug related to the solution approval expiration.
Version 7.59.4
Sep 26, 2023
Bug Fixes
Fixes an issue that caused custom fields with zero values to appear as empty when exporting request lists.
Fix for a bug that prevented the configuration of a reminder when selecting “Waiting for external entity”, from the “My Work” menu and using the Cards view.
We have resolved an issue that was causing workflow initiation problems when using a shared Custom Field of the Tree type at the starting stage.
Fix for an issue where changes to the Knowledge Base permissions were not taking effect after saving and re-editing them.
Version 7.59.3
Sep 18, 2023
Bug Fixes
Fix for a bug that was restarting the SLA timer when custom and spontaneous approvals, which require multiple votes, received the first approval vote.
Version 7.59.2
Sep 15, 2023
Bug Fixes
Fix for a bug that caused issues when deleting users in on premise instances using SQL server.
Version 7.59.1
Sep 13, 2023
Bug Fixes
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
Version 7.59.0
Sep 12, 2023
Features and Improvements
Customization for Virtual Agent now available
We are introducing the possibility of customizing the name, avatar and greeting for the brand new Virtual Agent.
New integration with Jira Software
From now on, you’ll be able to link Service Desk requests to Jira Software issues.
Bug Fixes
Fixes a bug that previously prevented users from performing drill-downs on dimensions in interval reports.
Fix for a bug that affected duplicated Workflows, resulting in an incorrect display of Workflows’ fields in “My Work” columns.
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
Fixes a bug where requests were not returned when utilizing specific custom fields from workflow stages as dimensions in Reports.
We have fixed an issue where the user field selector would unexpectedly close when a new value was entered before completing a search within the selector.
Improved loading times for the Manager view in specific scenarios.
Before this fix, when editing and reordering predefined values of custom fields of the List or Tree type using the custom order selector and clicking Save, the changes were not saved.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.58.12
Oct 4, 2023
Bug Fixes
Fixes an issue that caused errors in workflows when choosing specific stage types and certain conditions were met.
Version 7.58.11
Oct 2, 2023
Bug Fixes
Fix for a bug related to the solution approval expiration.
Version 7.58.10
Sep 26, 2023
Bug Fixes
Fixes an issue that caused custom fields with zero values to appear as empty when exporting request lists.
Fix for a bug that prevented the configuration of a reminder when selecting “Waiting for external entity”, from the “My Work” menu and using the Cards view.
We have resolved an issue that was causing workflow initiation problems when using a shared Custom Field of the Tree type at the starting stage.
Version 7.58.9
Sep 18, 2023
Bug Fixes
Fix for a bug that was restarting the SLA timer when custom and spontaneous approvals, which require multiple votes, received the first approval vote.
Version 7.58.8
Sep 15, 2023
Bug Fixes
Fix for a bug that caused issues when deleting users in on premise instances using SQL server.
Version 7.58.7
Sep 13, 2023
Bug Fixes
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
Version 7.58.6
Sep 12, 2023
Bug Fixes
Minor security enhancements.
Version 7.58.5
Sep 11, 2023
Bug Fixes
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
We have fixed an issue where the user field selector would unexpectedly close when a new value was entered before completing a search within the selector.
Improved loading times for the Manager view in specific scenarios.
Before this fix, when editing and reordering predefined values of custom fields of the List or Tree type using the custom order selector and clicking Save, the changes were not saved.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.58.4
Sep 7, 2023
Bug Fixes
Fixes a bug that prevented workflow approvals from being accepted or rejected.
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
We have fixed an issue where the user field selector would unexpectedly close when a new value was entered before completing a search within the selector.
Improved loading times for the Manager view in specific scenarios.
Before this fix, when editing and reordering predefined values of custom fields of the List or Tree type using the custom order selector and clicking Save, the changes were not saved.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.58.3
Sep 4, 2023
Bug Fixes
We've resolved a bug where changes made to a request's title through a web service stage were not properly reflected in the actual request.
Version 7.58.2
Aug 30, 2023
Bug Fixes
Fix for a bug where approval assignments were not working correctly for users with ongoing absences. This fix ensures that approvers are now correctly assigned in approval requests, even when users have active absences.
Version 7.58.1
Aug 29, 2023
Bug Fixes
Notifications will no longer be sent for assignment within requests when a workflow reaches its final stage and already has a designated agent. This refinement ensures the delivery of more accurate notifications.
Version 7.58.0
Aug 28, 2023
Bug Fixes
Fix performance issues in workflows.
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
Fix for a bug that prevented some Views from being downloadable in XLSX format.
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
Version 7.57.16
Sep 18, 2023
Bug Fixes
Fix for a bug that was restarting the SLA timer when custom and spontaneous approvals, which require multiple votes, received the first approval vote.
Version 7.57.14
Sep 13, 2023
Bug Fixes
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
Version 7.57.13
Sep 12, 2023
Bug Fixes
Minor security enhancements.
Version 7.57.12
Sep 11, 2023
Bug Fixes
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
Improved loading times for the Manager view in specific scenarios.
Before this fix, when editing and reordering predefined values of custom fields of the List or Tree type using the custom order selector and clicking Save, the changes were not saved.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.57.11
Sep 7, 2023
Bug Fixes
Fixes a bug that prevented workflow approvals from being accepted or rejected.
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
Improved loading times for the Manager view in specific scenarios.
Before this fix, when editing and reordering predefined values of custom fields of the List or Tree type using the custom order selector and clicking Save, the changes were not saved.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.57.10
Sep 4, 2023
Bug Fixes
We've resolved a bug where changes made to a request's title through a web service stage were not properly reflected in the actual request.
Version 7.57.9
Aug 30, 2023
Bug Fixes
Fix for a bug where approval assignments were not working correctly for users with ongoing absences. This fix ensures that approvers are now correctly assigned in approval requests, even when users have active absences.
Version 7.57.8
Aug 29, 2023
Bug Fixes
Notifications will no longer be sent for assignment within requests when a workflow reaches its final stage and already has a designated agent. This refinement ensures the delivery of more accurate notifications.
Version 7.57.6
Aug 28, 2023
Bug Fixes
Fix performance issues in workflows.
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
Fix for a bug that prevented some Views from being downloadable in XLSX format.
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
Version 7.57.5
Aug 25, 2023
Bug Fixes
We've added some missing translations.
Fixed an issue with the configuration of Microsoft Office 365 GCC and GCC-High (Government Community Cloud) incoming email accounts that prevented receiving emails on these accounts.
Version 7.57.4
Aug 23, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.57.3
Aug 18, 2023
Features and Improvements
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
Version 7.57.1
Aug 15, 2023
Bug Fixes
Fix for a bug that caused the export of a report's details to fail in some instances.
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
Version 7.57.0
Aug 12, 2023
Features and Improvements
Introducing Virtual Agent
Starting now, setting up the brand new Virtual Agent through Microsoft Teams, users will be able to chat to find Knowledge Base articles, relevant request categories, create requests and more from their everyday tools.
Get employee number value through the API
From now on you can get the employee number value from a user through the API /users endpoint.
Use custom headers on Web Services calls
From now on you can send requests with custom headers through Web Services calls on Workflows, SLAs, Automations and Approvals.
All workflow stages can now be assigned
With this update, all stages can now be assigned to either a user or a help desk (with or without a specific user). This new feature brings several benefits, including assigning tickets to the agent in charge of the final stage, avoiding unassigned tickets within reports.
Introducing the Home Screen for our mobile app
The Home Screen plays a vital role in presenting the application effectively to users and highlighting its key features, providing a more engaging and user-friendly experience.
Enhanced User Safety - Warning for External Links
Clicking on external links will now show a warning, ensuring you're informed about the fact that the link leads to an external site.
Default comment privacy customization
Administrators now have the flexibility to set the default privacy of the comments, ensuring a more secure communication experience.
Relating Requests, External Entities, Major Incidents, and Problems from mobile
Now, users can connect requests, external entities, major incidents, and problems within the mobile app. This feature promotes efficient issue tracking, and quicker resolution on the go.
Bug Fixes
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
Version 7.56.12
Sep 7, 2023
Bug Fixes
We've resolved a bug where changes made to a request's title through a web service stage were not properly reflected in the actual request.
Version 7.56.11
Aug 30, 2023
Bug Fixes
Fix for a bug where approval assignments were not working correctly for users with ongoing absences. This fix ensures that approvers are now correctly assigned in approval requests, even when users have active absences.
Version 7.56.10
Aug 25, 2023
Bug Fixes
Fix performance issues in workflows.
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
Fix for a bug that prevented some Views from being downloadable in XLSX format.
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
Version 7.56.9
Aug 25, 2023
Bug Fixes
We've added some missing translations.
Fixed an issue with the configuration of Microsoft Office 365 GCC and GCC-High (Government Community Cloud) incoming email accounts that prevented receiving emails on these accounts.
Version 7.56.8
Aug 23, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.56.7
Aug 18, 2023
Features and Improvements
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
Version 7.56.5
Aug 15, 2023
Bug Fixes
Fix for a bug that caused the export of a report's details to fail in some instances.
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
Version 7.56.4
Aug 12, 2023
Bug Fixes
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
Version 7.56.3
Aug 7, 2023
Bug Fixes
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
We have addressed a bug that allowed customers to view internal custom fields intended only for agents. With this fix, the visibility of custom fields has been restricted, ensuring that customers can no longer access internal information.
Version 7.56.2
Aug 2, 2023
Bug Fixes
Fixes an issue causing Knowledge Base articles to fail loading when accessed via the self-service portal search bar.
Fixes an issue where the 'Help Desk > is one of:' filter criteria would be lost in saved views during the transition to new request views.
Version 7.56.1
Jul 31, 2023
Bug Fixes
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
Version 7.56.0
Jul 29, 2023
Features and Improvements
Unlock the Power of AI - Introducing OpenAI API Integration
By setting up your OpenAI API key, you now can unlock powerful AI capabilities. Benefit from AI-generated responses, including reply shortening, improvement, and expansion, making your interactions smoother and more efficient.
Mobile App for Android
We are thrilled to announce the official release of our mobile app for Android! With this new app, you can now access our Service Desk anytime, anywhere.
Public URLs for Knowledge Base articles
From now on, Knowledge Base articles can be effortlessly shared with non-registered users through Public URLs. This means that individuals outside the Service Desk ecosystem can access and benefit from the shared articles as well as internal users.
Bug Fixes
Fix for a bug that prevented details from showing in certain assets from Insight
Fix for an issue that prevented workflows from receiving certain documents from Insight
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
Fix for an issue that allowed users to create requests using the MS Teams integration without filling in required custom fields.
Fixes an issue that would trigger an unintended notification for changes in the request to pop up after linking an external entity, adding a comment or reassigning the request.
Fixes an issue that prevented CIs to be created in InvGate Insight through a Workflow.
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
Fix for an issue that was causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online. With this fix, users can now expect to receive reliable notifications regarding updates on their requests.
The problem causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online has been fixed, ensuring users receive reliable notifications for updates on their requests.
Version 7.55.12
Aug 25, 2023
Bug Fixes
We've added some missing translations.
Version 7.55.11
Aug 23, 2023
Bug Fixes
Additional enhancements in login security.
Version 7.55.10
Aug 18, 2023
Features and Improvements
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
Version 7.55.8
Aug 15, 2023
Bug Fixes
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
Version 7.55.7
Aug 12, 2023
Bug Fixes
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
Version 7.55.6
Aug 7, 2023
Bug Fixes
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
We have addressed a bug that allowed customers to view internal custom fields intended only for agents. With this fix, the visibility of custom fields has been restricted, ensuring that customers can no longer access internal information.
Version 7.55.5
Aug 2, 2023
Bug Fixes
Fixes an issue where the 'Help Desk > is one of:' filter criteria would be lost in saved views during the transition to new request views.
Version 7.55.4
Jul 31, 2023
Bug Fixes
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
Version 7.55.3
Jul 29, 2023
Bug Fixes
Fix for a bug that prevented details from showing in certain assets from Insight
Fix for an issue that prevented workflows from receiving certain documents from Insight
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
Fixes an issue that would trigger an unintended notification for changes in the request to pop up after linking an external entity, adding a comment or reassigning the request.
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
Fix for an issue that was causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online. With this fix, users can now expect to receive reliable notifications regarding updates on their requests.
The problem causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online has been fixed, ensuring users receive reliable notifications for updates on their requests.
Version 7.55.2
Jul 25, 2023
Bug Fixes
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Version 7.55.1
Jul 19, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.54.8
Aug 7, 2023
Bug Fixes
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
We have addressed a bug that allowed customers to view internal custom fields intended only for agents. With this fix, the visibility of custom fields has been restricted, ensuring that customers can no longer access internal information.
Version 7.54.7
Aug 2, 2023
Bug Fixes
Fixes an issue where the 'Help Desk > is one of:' filter criteria would be lost in saved views during the transition to new request views.
Version 7.54.6
Jul 31, 2023
Bug Fixes
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
Version 7.54.5
Jul 29, 2023
Bug Fixes
Fix for a bug that prevented details from showing in certain assets from Insight
Fix for an issue that prevented workflows from receiving certain documents from Insight
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
Fixes an issue that would trigger an unintended notification for changes in the request to pop up after linking an external entity, adding a comment or reassigning the request.
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
Fix for an issue that was causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online. With this fix, users can now expect to receive reliable notifications regarding updates on their requests.
The problem causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online has been fixed, ensuring users receive reliable notifications for updates on their requests.
Version 7.54.4
Jul 25, 2023
Bug Fixes
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Version 7.54.3
Jul 19, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.54.2
Jul 18, 2023
Bug Fixes
Before this fix, end users approval managers could only reassign approvals when their action was needed.
Fix for an issue that displayed duplicate values when using the 'Summary' option while creating a report.
Fix for a bug that prevented the creation or editing of scheduled requests with required custom fields of type 'List' with multiple selection.
Fix for a bug where client locations were not visible in scheduled reports.
Fixed an issue where scheduled reports with the columns "Last public comment by agents", "Date of last public comment by agents", and "Unformatted last public comment by agents" would only contain empty values.
Version 7.54.1
Jul 6, 2023
Bug Fixes
Fix for a bug that affected LDAP user login.
Version 7.54.0
Jul 3, 2023
Features and Improvements
Duplicate requests views
From now on, save time with a feature that allows users to easily duplicate request views with just one click, preserving all configurations.
Bug Fixes
Solves a bug that prevented authenticating and provisioning users with OpenLDAP.
Fix for a bug that affected the timezone displayed for datetime custom fields in views.
Before this fix, the assignment rules were not executed properly for categories where the agent creating the request belonged to the responsible help desk for that category.
Solves a bug that prevented filtering the service agent's report by date.
Before this fix, when configuring an Insight integration and adding the shortcut to the menu, the changes were not saved.
Fix for a bug that affected the visibility of certain custom fields in MS Teams.
Fix for a bug that affected the order of the Knowledge Base categories when assigning visibility permissions.
Before this fix, when deleting an Insight status, Workflow fields containing that status would appear empty in the request's history.
Fix for a bug that displayed an error message when trying to open a deleted MS Teams channel from Service Desk.
Version 7.53.8
Jul 25, 2023
Bug Fixes
Fixes a bug that caused the export of new default request views to fail due to timeout.
Version 7.53.7
Jul 19, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.53.6
Jul 18, 2023
Bug Fixes
Before this fix, end users approval managers could only reassign approvals when their action was needed.
Fix for an issue that displayed duplicate values when using the 'Summary' option while creating a report.
Fix for a bug that prevented the creation or editing of scheduled requests with required custom fields of type 'List' with multiple selection.
Fix for a bug where client locations were not visible in scheduled reports.
Fixed an issue where scheduled reports with the columns "Last public comment by agents", "Date of last public comment by agents", and "Unformatted last public comment by agents" would only contain empty values.
Version 7.53.5
Jul 6, 2023
Bug Fixes
Fix for a bug that affected LDAP user login.
Version 7.53.3
Jun 27, 2023
Bug Fixes
Fix for a bug that affected request creation in Workflows using the /incident API endpoint.
Version 7.53.2
Jun 23, 2023
Bug Fixes
Before this fix, when choosing a new sorting criteria in a view and saving it, the selected filters were deleted.
Version 7.53.1
Jun 22, 2023
Bug Fixes
Fix for a bug that prevented displaying the notifications list.
Version 7.53.0
Jun 18, 2023
Features and Improvements
Enhanced Request Views
Customize your workspace, stay updated in real-time, and boost productivity with our new and improved request views.
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
Fixes a bug that prevented from searching for users and groups when accessing the desktop view from a mobile device.
Fixes a bug that prevented user information from being updated automatically when syncing changes of groups.
Fixes an issue related to attachments with lengthy names that prevented requests to be opened correctly.
Before this fix, agents' working hours were displayed as 'All day' even though they had a specific shift assigned to them.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Before this fix, solution reminders were recorded in the request history as executed by the agent, when they should have been displayed as executed by the System user. Now the reminders correctly show the System user as the author.
Before this fix, when accessing a ticket through a link provided in an email and logging into Service Desk using Microsoft IDP or Google Auth, the screen would redirect incorrectly to "My Work" instead of the ticket. Now the link correctly redirects to th
Prior to this fix, when there were two incoming email configurations using the same email address and one was set as default, both configurations would appear and function as default. Now only the explicitly marked default configuration is displayed and t
Version 7.52.13
Jul 6, 2023
Bug Fixes
Fix for a bug that affected LDAP user login.
Version 7.52.12
Jul 3, 2023
Bug Fixes
Solves a bug that prevented authenticating and provisioning users with OpenLDAP.
Before this fix, the assignment rules were not executed properly for categories where the agent creating the request belonged to the responsible help desk for that category.
Solves a bug that prevented filtering the service agent's report by date.
Fix for a bug that affected the visibility of certain custom fields in MS Teams.
Version 7.52.11
Jun 27, 2023
Bug Fixes
Fix for a bug that affected request creation in Workflows using the /incident API endpoint.
Version 7.52.10
Jun 23, 2023
Bug Fixes
Before this fix, when choosing a new sorting criteria in a view and saving it, the selected filters were deleted.
Version 7.52.9
Jun 22, 2023
Bug Fixes
Fix for a bug that prevented displaying the notifications list.
Version 7.52.8
Jun 18, 2023
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Version 7.52.7
Jun 16, 2023
Bug Fixes
Fixes a bug that resulted in multiple actions being queued and executed due to click spamming.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
Fixes a bug that prevented from searching for users and groups when accessing the desktop view from a mobile device.
Fixes a bug that prevented user information from being updated automatically when syncing changes of groups.
Fixes an issue related to attachments with lengthy names that prevented requests to be opened correctly.
Before this fix, agents' working hours were displayed as 'All day' even though they had a specific shift assigned to them.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Before this fix, solution reminders were recorded in the request history as executed by the agent, when they should have been displayed as executed by the System user. Now the reminders correctly show the System user as the author.
Version 7.52.6
Jun 13, 2023
Bug Fixes
Fix an issue where help desks were not sorted alphabetically when creating a new category.
Help desk managers will no longer receive notifications when approvals of their agents' tickets are rejected or accepted, resolving the issue of unnecessary notifications.
This fix resolves a bug where notification emails failed to generate when transitioning from a web service stage to an approval stage. The issue occurred when a datetime custom field was added to the approval stage configuration, causing an error while re
Version 7.52.5
Jun 13, 2023
Bug Fixes
Fix for a bug where end users were able to create and solve tickets directly from the ticket creation form, ensuring that only technical users can now properly manage and resolve them.
Version 7.52.4
Jun 9, 2023
Bug Fixes
Before this fix, the 'assign manually' option would be displayed to end users when creating requests.
Solves a bug with Windows installers using MSSQL database.
Version 7.52.2
Jun 6, 2023
Bug Fixes
Fix for a bug that affected the incoming and outgoing email configuration in certain instances.
Version 7.52.1
Jun 6, 2023
Bug Fixes
Solves a bug that affected Dashboards and reports when deploying Workflows after editing their names.
Fix for a bug that prevented scheduled reports from being sent in certain instances integrated with the MS Teams bot.
Version 7.52.0
Jun 2, 2023
Features and Improvements
Absence editing
From now on, administrators, managers, and agents will have the ability to edit absences by clicking on the absence from the user's profile. The timezone displayed will be based on the timezone of the absent agent, ensuring clarity.
Modify the user's language through API
From now on, you'll be able to change the user's language through the API /user endpoint.
Bug Fixes
Fix for a bug that prevented Workflows from being edited in certain instances.
Fix for a bug that duplicated users, instead of synchronizing them, when the user logon 'User logon name' and 'User logon name (pre-Windows 2000)' LDAP properties were modified simultaneously.
Before this fix, scheduled requests were not executed if the configured category had a visibility rule that hid the priorities for a specific group.
Fix for a performance bug that affected the reports summary.
Solves a bug affected the order of certain date columns in Dashboards.
Solves a bug that prevented adding holiday calendars to pause SLA rules.
Fixes a bug that affected the category search when deleting categories.
Before this fix, in cases where a request was outdated, users were not informed about the modifications made when reassigning the request.
Solves a bug with the datetime field formatting in the exported reports.
Solves a bug that prevented requests from being created through Workflow web service calls when utilizing list-type shared custom fields with custom keys.
Fix for a bug in the time zone of email template dates using the 'TICKET_CREATION_DATE' and 'TICKET_OCCURRED_DATE' variables.
Version 7.51.12
Jun 27, 2023
Bug Fixes
Fix for a bug that affected request creation in Workflows using the /incident API endpoint.
Version 7.51.11
Jun 23, 2023
Bug Fixes
Before this fix, when choosing a new sorting criteria in a view and saving it, the selected filters were deleted.
Version 7.51.10
Jun 22, 2023
Bug Fixes
Fix for a bug that prevented displaying the notifications list.
Version 7.51.9
Jun 18, 2023
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Version 7.51.8
Jun 16, 2023
Bug Fixes
Fixes a bug that resulted in multiple actions being queued and executed due to click spamming.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
Fixes a bug that prevented from searching for users and groups when accessing the desktop view from a mobile device.
Fixes a bug that prevented user information from being updated automatically when syncing changes of groups.
Fixes an issue related to attachments with lengthy names that prevented requests to be opened correctly.
Before this fix, agents' working hours were displayed as 'All day' even though they had a specific shift assigned to them.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Before this fix, solution reminders were recorded in the request history as executed by the agent, when they should have been displayed as executed by the System user. Now the reminders correctly show the System user as the author.
Version 7.51.7
Jun 13, 2023
Bug Fixes
Help desk managers will no longer receive notifications when approvals of their agents' tickets are rejected or accepted, resolving the issue of unnecessary notifications.
This fix resolves a bug where notification emails failed to generate when transitioning from a web service stage to an approval stage. The issue occurred when a datetime custom field was added to the approval stage configuration, causing an error while re
Version 7.51.6
Jun 13, 2023
Bug Fixes
Solves a bug with Windows installers using MSSQL database.
Version 7.51.4
Jun 6, 2023
Bug Fixes
Fix for a bug that affected the incoming and outgoing email configuration in certain instances.
Version 7.51.3
Jun 6, 2023
Bug Fixes
Solves a bug that affected Dashboards and reports when deploying Workflows after editing their names.
Fix for a bug that prevented scheduled reports from being sent in certain instances integrated with the MS Teams bot.
Version 7.51.2
Jun 2, 2023
Bug Fixes
Before this fix, scheduled requests were not executed if the configured category had a visibility rule that hid the priorities for a specific group.
Fix for a performance bug that affected the reports summary.
Solves a bug affected the order of certain date columns in Dashboards.
Solves a bug that prevented adding holiday calendars to pause SLA rules.
Solves a bug with the datetime field formatting in the exported reports.
Solves a bug that prevented requests from being created through Workflow web service calls when utilizing list-type shared custom fields with custom keys.
Version 7.51.1
May 27, 2023
Bug Fixes
A bug causing issues in the time tracking reports when using the 'after' operator has been fixed.
Version 7.51.0
May 22, 2023
Features and Improvements
Delegate approvals when the approver is absent
This functionality enables agents to designate a colleague to handle their approvals in case of absence. This prevents delays in processes and other requests.
Integration with Lansweeper
With this new integration, you will now be able to create custom fields of Configuration Item type in requests with assets from Lansweeper, with their respective details, as well as being able to include them in Reports and Dashboards.
Bug Fixes
Fix performance issues in reports.
Solves a bug that prevented saving changes to working hours in scheduled reports.
Fix for a bug that affected the language selector after resetting email templates.
Before this fix, the description and unformatted description fields in scheduled reports were displayed as empty.
Solves a bug that occurred when attempting to save body templates without any content.
Fix for a bug that caused delays when creating requests via MS Teams.
Solves a bug that prevented the activation of the working hours option for scheduled requests.
Before this fix, shared custom fields from Workflows would display the description 'Shared custom field erased' even though they exist in the instance.
Before this fix, when filling a form field with a 0 in Workflows, the request history would display 'Empty' instead of 0.
Before this fix, the superadmin user was used in multiple API calls, instead of System, which caused issues if administrator permissions were revoked.
Version 7.50.14
Jun 16, 2023
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Version 7.50.13
Jun 15, 2023
Bug Fixes
Fixes a bug that resulted in multiple actions being queued and executed due to click spamming.
Version 7.50.12
Jun 13, 2023
Bug Fixes
Help desk managers will no longer receive notifications when approvals of their agents' tickets are rejected or accepted, resolving the issue of unnecessary notifications.
This fix resolves a bug where notification emails failed to generate when transitioning from a web service stage to an approval stage. The issue occurred when a datetime custom field was added to the approval stage configuration, causing an error while re
Version 7.50.11
Jun 13, 2023
Bug Fixes
Solves a bug with Windows installers using MSSQL database.
Version 7.50.9
Jun 6, 2023
Bug Fixes
Fix for a bug that affected the incoming and outgoing email configuration in certain instances.
Version 7.50.8
Jun 6, 2023
Bug Fixes
Solves a bug that affected Dashboards and reports when deploying Workflows after editing their names.
Fix for a bug that prevented scheduled reports from being sent in certain instances integrated with the MS Teams bot.
Version 7.50.7
Jun 2, 2023
Bug Fixes
Before this fix, scheduled requests were not executed if the configured category had a visibility rule that hid the priorities for a specific group.
Fix for a performance bug that affected the reports summary.
Solves a bug affected the order of certain date columns in Dashboards.
Solves a bug that prevented adding holiday calendars to pause SLA rules.
Solves a bug with the datetime field formatting in the exported reports.
Solves a bug that prevented requests from being created through Workflow web service calls when utilizing list-type shared custom fields with custom keys.
Version 7.50.6
May 27, 2023
Bug Fixes
A bug causing issues in the time tracking reports when using the 'after' operator has been fixed.
Version 7.50.5
May 22, 2023
Bug Fixes
Fix performance issues in reports.
Solves a bug that prevented saving changes to working hours in scheduled reports.
Before this fix, the description and unformatted description fields in scheduled reports were displayed as empty.
Solves a bug that occurred when attempting to save body templates without any content.
Solves a bug that prevented the activation of the working hours option for scheduled requests.
Before this fix, when filling a form field with a 0 in Workflows, the request history would display 'Empty' instead of 0.
Version 7.50.4
May 16, 2023
Bug Fixes
Fix for a bug when exporting request views in certain instances.
Version 7.50.3
May 12, 2023
Bug Fixes
Solves a bug that prevented scheduled reports from being sent in certain instances.
Fix for a bug that prevented Workflows with credentials from being deployed or edited.
Version 7.50.1
May 11, 2023
Bug Fixes
Fix for a bug that affected the visibility of comments from Workflow form stages in certain instances when the responsible help desk had restricted access.
Solves a bug that prevented users from LDAP groups from being imported in certain scenarios.
Version 7.50.0
May 9, 2023
Features and Improvements
Improved breadcrumb navigation when creating requests
We've added hyperlinked breadcrumbs to the categories in the ticket creation form, making it easier to navigate back to previous categories with just one click. This will depend on the selection mode chosen in the admin settings.
Performance enhancements in requests
We've enhanced loading times when accessing requests with large request histories by limiting the amount of information displayed.
Workflow email replies added as comments
From now on, when users reply to Workflow emails, their replies will be added as comments.
Email notifications for accepted or rejected approvals
We’ve added new email templates for notifying internal and external users when approval requests are either accepted or rejected.
Mandatory custom fields for request rejection
With this new feature, custom fields can be configured as mandatory when rejecting a request, allowing for important information to be collected. This optional configuration ensures that requests are declined with the necessary context, providing a more efficient process for the help desk.
Bug Fixes
Solves a bug in the custom translation for the search box title in the self-service portal.
Fix for a visual bug when using long URL addresses in the web services calls configuration.
Before this fix, when copying rich text in the 'URL address' field from the web services calls configuration, would result in the format being copied.
Fix for a bug in Dashboards when changing the system language.
Fix for a bug that affected form stages assignments in Workflows when the assign method was free and there were conditionals previously.
Solves a bug related to image URLs when changing the instance name.
Version 7.49.47
Jan 3, 2024
Bug Fixes
Fix an issue that prevented access to the boards, requests, or my work sections when the user's language was set to Catalan.
Fix an issue that prevented the user from receiving a notification when an expired approval was rejected, approved, or canceled.
Version 7.49.45
Dec 4, 2023
Bug Fixes
Fix for a bug that affected the UI when an external entity ID exceeded 255 characters.
Version 7.49.44
Nov 27, 2023
Bug Fixes
Fixed a bug causing errors when linking a new external entity to a request.
Version 7.49.43
Nov 20, 2023
Bug Fixes
Fixed a bug that caused the deletion of email recipients when editing an automation with email sending.
Fixed a bug where text enclosed between angle brackets in text-type custom fields would disappear if the code inside was not recognized.
We've resolved a bug where scheduled requests were created with incorrect location IDs.
Version 7.49.41
Oct 31, 2023
Bug Fixes
Fixes an issue that resulted in excessive log generation when users tried to login in using SAML.
Version 7.49.40
Oct 26, 2023
Bug Fixes
Fix for a bug that sometimes prevented exporting scheduled reports and/or lists of requests under certain conditions.
Version 7.49.39
Oct 20, 2023
Bug Fixes
We have fixed the bug where the TICKET_URL variable, when inserted as a hyperlink within an email in an automation, was formatting incorrectly.
Fix for a bug that prevented the user interface of requests from loading correctly when leaving a comment in the request while using the French language.
Version 7.49.38
Oct 19, 2023
Bug Fixes
We've added some missing translations.
Version 7.49.37
Oct 7, 2023
Bug Fixes
Fixes a bug where, in some instances, time tracking entries were missing Creation Date data, preventing drilldown in Time Tracking reports.
Fix for a bug that, when retrieving Workstations information in the Assets integration, prevented the correct display of information from tabs other than ‘summary’.
Version 7.49.36
Oct 4, 2023
Bug Fixes
Fix for a bug related to the solution approval expiration.
Version 7.49.35
Sep 26, 2023
Bug Fixes
Fixes an issue that caused custom fields with zero values to appear as empty when exporting request lists.
Version 7.49.34
Sep 18, 2023
Bug Fixes
Fix for a bug that caused issues when deleting users in on premise instances using SQL server.
Version 7.49.33
Sep 15, 2023
Bug Fixes
Fix for a bug that caused issues when deleting users in on premise instances using SQL server.
Version 7.49.32
Sep 13, 2023
Bug Fixes
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
Version 7.49.31
Sep 12, 2023
Bug Fixes
Minor security enhancements.
Version 7.49.30
Sep 11, 2023
Bug Fixes
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
Improved loading times for the Manager view in specific scenarios.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.49.29
Sep 7, 2023
Bug Fixes
We've resolved a bug where changes made to a request's title through a web service stage were not properly reflected in the actual request.
Version 7.49.28
Sep 1, 2023
Bug Fixes
Fix for a bug where approval assignments were not working correctly for users with ongoing absences. This fix ensures that approvers are now correctly assigned in approval requests, even when users have active absences.
Version 7.49.27
Aug 25, 2023
Bug Fixes
Fix performance issues in workflows.
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
Version 7.49.26
Aug 25, 2023
Bug Fixes
We've added some missing translations.
Fixed an issue with the configuration of Microsoft Office 365 GCC and GCC-High (Government Community Cloud) incoming email accounts that prevented receiving emails on these accounts.
Version 7.49.25
Aug 23, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.49.24
Aug 18, 2023
Features and Improvements
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
Version 7.49.22
Aug 16, 2023
Bug Fixes
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
Version 7.49.21
Aug 7, 2023
Bug Fixes
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
Version 7.49.20
Jul 29, 2023
Bug Fixes
Fix for a bug that prevented details from showing in certain assets from Insight
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
Fix for an issue that was causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online. With this fix, users can now expect to receive reliable notifications regarding updates on their requests.
Version 7.49.19
Jul 14, 2023
Bug Fixes
Before this fix, end users approval managers could only reassign approvals when their action was needed.
Fix for an issue that displayed duplicate values when using the 'Summary' option while creating a report.
Fix for a bug that prevented the creation or editing of scheduled requests with required custom fields of type 'List' with multiple selection.
Version 7.49.18
Jul 6, 2023
Bug Fixes
Fix for a bug that affected LDAP user login.
Version 7.49.17
Jul 3, 2023
Bug Fixes
Solves a bug that prevented authenticating and provisioning users with OpenLDAP.
Before this fix, the assignment rules were not executed properly for categories where the agent creating the request belonged to the responsible help desk for that category.
Solves a bug that prevented filtering the service agent's report by date.
Version 7.49.16
Jun 27, 2023
Bug Fixes
Fix for a bug that affected request creation in Workflows using the /incident API endpoint.
Version 7.49.15
Jun 18, 2023
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Version 7.49.14
Jun 16, 2023
Bug Fixes
Fixes a bug that resulted in multiple actions being queued and executed due to click spamming.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Version 7.49.12
Jun 13, 2023
Bug Fixes
Solves a bug with Windows installers using MSSQL database.
Version 7.49.10
Jun 6, 2023
Bug Fixes
Fix for a bug that affected the incoming and outgoing email configuration in certain instances.
Version 7.49.9
Jun 6, 2023
Bug Fixes
Solves a bug that affected Dashboards and reports when deploying Workflows after editing their names.
Fix for a bug that prevented scheduled reports from being sent in certain instances integrated with the MS Teams bot.
Version 7.49.8
Jun 2, 2023
Bug Fixes
Solves a bug that prevented adding holiday calendars to pause SLA rules.
Version 7.49.7
May 22, 2023
Bug Fixes
Fix performance issues in reports.
Solves a bug that prevented saving changes to working hours in scheduled reports.
Before this fix, the description and unformatted description fields in scheduled reports were displayed as empty.
Solves a bug that occurred when attempting to save body templates without any content.
Solves a bug that prevented the activation of the working hours option for scheduled requests.
Before this fix, when filling a form field with a 0 in Workflows, the request history would display 'Empty' instead of 0.
Version 7.49.6
May 16, 2023
Bug Fixes
Solves a bug that prevented scheduled reports from being sent in certain instances.
Fix for a bug that prevented Workflows with credentials from being deployed or edited.
Version 7.49.5
May 9, 2023
Bug Fixes
Solves a bug that prevented users from LDAP groups from being imported in certain scenarios.
Version 7.49.4
May 9, 2023
Bug Fixes
Solves a bug in the custom translation for the search box title in the self-service portal.
Fix for a visual bug when using long URL addresses in the web services calls configuration.
Before this fix, when copying rich text in the 'URL address' field from the web services calls configuration, would result in the format being copied.
Fix for a bug in Dashboards when changing the system language.
Version 7.49.3
Apr 28, 2023
Bug Fixes
Solves a bug that caused the user validation email to be sent when the configured outgoing email account type was Microsoft OAuth 2.0.
Version 7.49.2
Apr 27, 2023
Bug Fixes
Solves a bug that prevented Gmail OAuth 2.0 incoming email accounts from being configured in certain instances.
Solves a bug in the configuration of the incoming email when using certain credentials.
Fix for a bug that prevented obtaining a new token when modifying the configuration of OAuth 2.0 incoming email accounts.
Before this fix, when editing and testing the connectivity of incoming email accounts, the tests were always reporting a successful connection, even when the credentials were incorrect.
Before this fix, the /incident and /incident.comment API endpoints were not correctly returning some Portuguese characters.
Version 7.49.1
Apr 24, 2023
Bug Fixes
Fixes some missing translations.
Version 7.49.0
Apr 22, 2023
Features and Improvements
Approval management permissions
With this feature, it is now possible to set up an Approval Manager to handle approvals when the original approvers are absent. Additionally, administrators have the ability to reassign approvers as needed.
OAuth 2.0 for incoming and outgoing emails configurations
From now on, the OAuth 2.0 authentication method is available for both incoming and outgoing email configurations.
New notification for failed scheduled reports
With this feature, users who create scheduled reports will receive a notification when a report is deactivated when failing to generate.
Dynamics URLs in Web Service calls
From now on, you can configure Web Service calls using dynamics URLs with variables in Workflows, Automated actions, SLAs and Approvals.
Bug Fixes
Before this fix, users were unable to add CIs through the PATCH method from the /incident.custom_field endpoint.
Solves a bug that prevented users from being deactivated or deleted in some instances when they were approvers in Workflow stages.
Before this fix, the API endpoint /cis.by.id was not properly providing the name of the CI in some instances.
Fix for a bug that prevented users from being deleted via the /users API endpoint in Workflow Web Service call stages.
Solves a bug that prevented users from duplicating Help Desks.
Before this fix, if agents created a request in a category associated with their help desk, and the help desk assigment method was 'free', the request would be automatically assigned to them.
Version 7.48.5
May 16, 2023
Bug Fixes
Solves a bug that prevented scheduled reports from being sent in certain instances.
Fix for a bug that prevented Workflows with credentials from being deployed or edited.
Version 7.48.4
May 9, 2023
Bug Fixes
Fix for a bug that affected the visibility of comments from Workflow form stages in certain instances when the responsible help desk had restricted access.
Solves a bug that prevented users from LDAP groups from being imported in certain scenarios.
Version 7.48.3
May 9, 2023
Bug Fixes
Solves a bug in the custom translation for the search box title in the self-service portal.
Fix for a visual bug when using long URL addresses in the web services calls configuration.
Fix for a bug in Dashboards when changing the system language.
Version 7.48.2
Apr 27, 2023
Bug Fixes
Before this fix, the /incident and /incident.comment API endpoints were not correctly returning some Portuguese characters.
Version 7.48.0
Apr 5, 2023
Features and Improvements
Reports' rating filter
We've updated the name of the 'Requests (with user rating)' filter to 'Rating' in reports to provide greater clarity.
New variable for requests location
With this new variable, you'll be able to add the request's full path location in automated actions, canned responses and email templates.
New options when adding an observer via an automated action
In automated actions, you now have the ability to choose either the customer's manager or specific users as observers. Additionally, you can define whether the user will be a follower of the request and if they will receive notifications.
Bug Fixes
Before this fix, featured articles from the Knowledge Base were not being displayed when creating requests.
We've improved the performance of reports with custom fields.
Version 7.47.7
Apr 27, 2023
Bug Fixes
Before this fix, the /incident and /incident.comment API endpoints were not correctly returning some Portuguese characters.
Version 7.47.6
Apr 22, 2023
Bug Fixes
Before this fix, users were unable to add CIs through the PATCH method from the /incident.custom_field endpoint.
Solves a bug that prevented users from being deactivated or deleted in some instances when they were approvers in Workflow stages.
Before this fix, the API endpoint /cis.by.id was not properly providing the name of the CI in some instances.
Solves a bug that prevented users from duplicating Help Desks.
Before this fix, if agents created a request in a category associated with their help desk, and the help desk assigment method was 'free', the request would be automatically assigned to them.
Version 7.47.4
Apr 5, 2023
Bug Fixes
Fix for a bug that prevented users from being imported with OpenLDAP.
Version 7.47.2
Mar 31, 2023
Bug Fixes
Before this fix, featured articles from the Knowledge Base were not being displayed when creating requests.
Version 7.47.1
Mar 28, 2023
Bug Fixes
Fixes issue on mobile version for custom views list in the navigation menu.
Version 7.47.0
Mar 27, 2023
Features and Improvements
New method added for Web Service calls
From now on, you will be able to select PATCH as method for Web Service calls.
New feature in mobile Agent's Portal enables search for requests ID only in the search bar
This feature allows agents to search for requests ID in the search bar of the mobile version, enabling quicker and more efficient access to specific requests.
Simplified Workflow progress view
The Workflow progress view will now display the last 10 stages of the workflow, allowing the user to show the remaining stages.
New branding for the Agent's Mobile Portal
We have updated the visual identity of the Mobile Agent's Portal.
Notifications in mobile
We've added an option that allows users to mark a specific notification as read. In addition, we've added a dropdown menu to mark all notifications as read or display only the unread ones. With these improvements, users can better manage their notifications and ensure they never miss an important update.
Bug Fixes
Solves a bug that prevented Workflows from being deployed, when the Web Service call stages were configured to use the same global credential.
Solves a bug when exporting reports using the metric 'last public comment from agents date'.
Improved performance when listing help desks and levels.
Improved performance when calculating ratings on the profile screens.
Improved performance after creating new visibility rules, or updating existing ones.
Fix for a bug that affected the format of detail reports.
Before this fix, the 'Collaborators' metric from reports and dashboards wasn't working correctly.
Before this fix, the requests search box for merging requests was not returning results in certain instances.
Fix for a bug that prevented Knowledge Base article videos from being displayed.
Solves a bug in custom date and time fields in reports.
Before this fix, when adding users as members of a location using the 'Select all' option, only the first 100 users were displayed on the search results.
Solves a bug that affected the total time displayed in Dashboards.
Fix for a bug when importing users with LDAP.
Version 7.46.7
Apr 5, 2023
Bug Fixes
Fix for a bug that prevented users from being imported with OpenLDAP.
Version 7.46.6
Apr 3, 2023
Bug Fixes
Before this fix, when users were deleted or removed from Azure after provisioning, they were not removed from Service Desk.
Version 7.46.5
Mar 30, 2023
Bug Fixes
We've performed some performance improvements in the Workflows configuration.
Version 7.46.4
Mar 29, 2023
Features and Improvements
Simplified Workflow progress view
The Workflow progress view will now display the last 10 stages of the workflow, allowing the user to show the remaining stages.
Bug Fixes
Improved performance when listing help desks and levels.
Improved performance when calculating ratings on the profile screens.
Improved performance after creating new visibility rules, or updating existing ones.
Fix for a bug that affected the format of detail reports.
Before this fix, the 'Collaborators' metric from reports and dashboards wasn't working correctly.
Before this fix, the requests search box for merging requests was not returning results in certain instances.
Fix for a bug that prevented Knowledge Base article videos from being displayed.
Solves a bug in custom date and time fields in reports.
Before this fix, when adding users as members of a location using the 'Select all' option, only the first 100 users were displayed on the search results.
Solves a bug that affected the total time displayed in Dashboards.
Fix for a bug when importing users with LDAP.
Version 7.46.3
Mar 23, 2023
Bug Fixes
Fix for a bug that prevented editing custom fields of type list, tree or text.
Version 7.46.2
Mar 20, 2023
Bug Fixes
Fix for a bug that prevented downloading attachments from field type fields in certain instances.
Version 7.46.1
Mar 16, 2023
Bug Fixes
Before this fix, when a request template was duplicated, the selected categories from the original template were preselected in the new one.
Solves a bug in certain instances using EWS incoming email accounts.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.46.0
Mar 10, 2023
Features and Improvements
Enhanced performance for workflow requests
We've improved the performance when accessing Workflow requests by limiting the the number of stage details displayed in the request history.
Bug Fixes
Fix for a bug that prevented the full path of a CI's location from being displayed in its details.
Solves a bug when searching for categories.
Solves a bug in the Help Desk filter from reports.
Solves a bug that caused SLAs for closed requests to continue running.
Solves a bug that caused unnecessary updates on the last usage date of licenses.
Fixes a bug that was preventing users from viewing the details of CIs related to requests.
Before this fix, the API endpoint /user.by returned deleted users.
Fixes a bug that affected performance when listing suggestions during the first few minutes after creating a request.
Before this fix, when exporting request reports through a view, Workflow start and end dates were not shown properly.
Fix for a bug that prevented Service Desk from synchronizing Insight users when their email addresses were not an exact match.
Before this fix, HTML files from custom fields couldn't be downloaded.
Fix for a bug that, in some instances, link in emails redirected the user to the My Work section instead of to the request.
Fix for a visual bug that affected emails generated via automated actions.
Version 7.45.11
Apr 5, 2023
Bug Fixes
Fix for a bug that prevented users from being imported with OpenLDAP.
Version 7.45.10
Apr 3, 2023
Bug Fixes
Before this fix, when users were deleted or removed from Azure after provisioning, they were not removed from Service Desk.
Version 7.45.9
Mar 30, 2023
Bug Fixes
We've performed some performance improvements in the Workflows configuration.
Version 7.45.8
Mar 29, 2023
Features and Improvements
Simplified Workflow progress view
The Workflow progress view will now display the last 10 stages of the workflow, allowing the user to show the remaining stages.
Bug Fixes
Improved performance when listing help desks and levels.
Improved performance when calculating ratings on the profile screens.
Improved performance after creating new visibility rules, or updating existing ones.
Fix for a bug that affected the format of detail reports.
Before this fix, the 'Collaborators' metric from reports and dashboards wasn't working correctly.
Before this fix, the requests search box for merging requests was not returning results in certain instances.
Fix for a bug that prevented Knowledge Base article videos from being displayed.
Solves a bug in custom date and time fields in reports.
Before this fix, when adding users as members of a location using the 'Select all' option, only the first 100 users were displayed on the search results.
Fix for a bug when importing users with LDAP.
Version 7.45.7
Mar 23, 2023
Bug Fixes
Fix for a bug that prevented editing custom fields of type list, tree or text.
Version 7.45.6
Mar 20, 2023
Bug Fixes
Fix for a bug that prevented downloading attachments from field type fields in certain instances.
Version 7.45.5
Mar 16, 2023
Bug Fixes
Before this fix, when a request template was duplicated, the selected categories from the original template were preselected in the new one.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.45.4
Mar 10, 2023
Bug Fixes
Fix for a bug that prevented the full path of a CI's location from being displayed in its details.
Solves a bug in the Help Desk filter from reports.
Solves a bug that caused unnecessary updates on the last usage date of licenses.
Fixes a bug that was preventing users from viewing the details of CIs related to requests.
Before this fix, the API endpoint /user.by returned deleted users.
Fixes a bug that affected performance when listing suggestions during the first few minutes after creating a request.
Before this fix, when exporting request reports through a view, Workflow start and end dates were not shown properly.
Fix for a bug that prevented Service Desk from updating some information of CIs in certain instances.
Fix for a bug that prevented Service Desk from synchronizing Insight users when their email addresses were not an exact match.
Version 7.45.3
Mar 3, 2023
Features and Improvements
Enhanced performance for workflow requests
We've improved the performance when accessing Workflow requests by limiting the the number of stage details displayed in the request history.
Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
Solves a bug when searching for categories.
Solves a bug that caused SLAs for closed requests to continue running.
Fix for a bug that, in some instances, link in emails redirected the user to the My Work section instead of to the request.
Version 7.45.2
Mar 1, 2022
Bug Fixes
Solves a bug that prevented the deactivation of users belonging to a canceled or closed Workflow approval.
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Version 7.45.1
Feb 28, 2023
Bug Fixes
Minor fix for a translation in the users profile.
Version 7.45.0
Feb 28, 2023
Features and Improvements
New send format variable added to web services calls
From now on, you will be able to select the 'JSON API' format as the send variable format for web service calls.
Beamer integration in Service Desk
From now on, you'll receive news about features, releases and more in your Service Desk instance.
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
Fix for a bug that prevented Workflow web service calls from sending CI's status and locations through the API.
We've improved the performance when looking for requests to merge.
Fix for a bug that caused the solution confirmation notification to be sent twice to external users.
Solves a bug when creating major incidents on a Help Desk without assigning a specific agent.
Solves a bug where reports couldn't be exported if an 'End date' column from a Workflow was selected.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Fix for a bug that prevented users from recovering their passwords in certain instances using LDAP SSO as the authentication method.
Before this fix, when creating a spontaneous approval through the API, line breaks (
) were displayed as plain text in the approval's description.
Solves a bug that prevented major incidents from being created in certain instances with SQL databases.
Fix for a bug that prevented SLA reports from being exported.
Solves a bug that caused canned responses to lose format.
Solves a bug where changes made to a request opened in multiple tabs were not notified in other tabs.
Fix for a bug when exporting reports with filtered columns.
Version 7.44.8
Mar 23, 2023
Bug Fixes
Fix for a bug that prevented editing custom fields of type list, tree or text.
Version 7.44.7
Mar 20, 2023
Bug Fixes
Fix for a bug that prevented downloading attachments from field type fields in certain instances.
Version 7.44.6
Mar 16, 2023
Bug Fixes
Before this fix, when a request template was duplicated, the selected categories from the original template were preselected in the new one.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.44.5
Mar 10, 2023
Bug Fixes
Fix for a bug that prevented the full path of a CI's location from being displayed in its details.
Solves a bug in the Help Desk filter from reports.
Solves a bug that caused unnecessary updates on the last usage date of licenses.
Fixes a bug that was preventing users from viewing the details of CIs related to requests.
Before this fix, the API endpoint /user.by returned deleted users.
Fixes a bug that affected performance when listing suggestions during the first few minutes after creating a request.
Before this fix, when exporting request reports through a view, Workflow start and end dates were not shown properly.
Fix for a bug that prevented Service Desk from updating some information of CIs in certain instances.
Fix for a bug that prevented Service Desk from synchronizing Insight users when their email addresses were not an exact match.
Version 7.44.4
Mar 3, 2023
Features and Improvements
Enhanced performance for workflow requests
We've improved the performance when accessing Workflow requests by limiting the the number of stage details displayed in the request history.
Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
Solves a bug when searching for categories.
Solves a bug that caused SLAs for closed requests to continue running.
Fix for a bug that, in some instances, link in emails redirected the user to the My Work section instead of to the request.
Version 7.44.3
Mar 1, 2022
Bug Fixes
Solves a bug that prevented the deactivation of users belonging to a canceled or closed Workflow approval.
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Version 7.44.2
Feb 28, 2023
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
We've improved the performance when looking for requests to merge.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Version 7.44.1
Feb 13, 2023
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Version 7.44.0
Feb 10, 2023
Features and Improvements
New DELETE method added to /incident.custom_field endpoint
From now on, you'll be able to delete the custom field values using the /incident.custom_field endpoint from the API.
Performance enhancements to the request screen
We've enhanced loading times when working with requests by limiting the amount of participants displayed.
Scope filters for CI fields
With this new feature, you'll be able to limit the display of Configuration Items (CIs) in search results for custom fields and Workflow fields of the type CI, thus restricting the options available for selection by users.
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Solves a bug in the Service Desk log when configuring incoming email using EWS Microsoft Modern Auth.
Before this fix, when duplicating a request from a customer with multiple locations, those locations were missing in the duplicated request.
Solves a bug that prevented Knowledge Base articles from being displayed in request descriptions during creation.
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Version 7.43.7
Mar 6, 2023
Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
Version 7.43.6
Mar 1, 2022
Bug Fixes
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Version 7.43.5
Feb 28, 2023
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
We've improved the performance when looking for requests to merge.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Version 7.43.4
Feb 13, 2023
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Version 7.43.3
Feb 10, 2023
Features and Improvements
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Version 7.43.2
Feb 10, 2023
Features and Improvements
New DELETE method added to /incident.custom_field endpoint
From now on, you'll be able to delete the custom field values using the /incident.custom_field endpoint from the API.
Performance enhancements to the request screen
We've enhanced loading times when working with requests by limiting the amount of participants displayed.
Bug Fixes
Solves a bug in the Service Desk log when configuring incoming email using EWS Microsoft Modern Auth.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Before this fix, when duplicating a request from a customer with multiple locations, those locations were missing in the duplicated request.
Solves a bug that prevented Knowledge Base articles from being displayed in request descriptions during creation.
Version 7.43.1
Feb 2, 2023
Bug Fixes
Fix for a bug that prevented Dashboards from being created in certain instances with web service calls in Workflows.
Version 7.43.0
Jan 27, 2023
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Measuring times and occurrences from Workflow stages
From now on, you can export the duration and frequency of your Workflow stages, in addition to their start and end dates.
Web services calls improvements
From now on, you can send nested JSON objects in web services calls.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Before this fix, in reports summary, the label from the disabled checkbox custom fields was missing.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
We've made the key fields wider in order to make web service calls configuration forms easier to fill up.
Version 7.42.6
Feb 13, 2023
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Version 7.42.5
Feb 10, 2023
Features and Improvements
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Version 7.42.4
Feb 3, 2023
Bug Fixes
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.42.3
Jan 27, 2023
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
Version 7.42.1
Jan 17, 2023
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Version 7.42.0
Jan 13, 2023
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Before this fix, SAML configuration would generate warnings that flooded the logs, resulting in very heavy log files and server space issues.
Fixes an issue with tree field size in Workflows when the display setting was 150%.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Fixes some missing translations in English (UK) language in the history of the request.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Version 7.41.7
Feb 10, 2023
Bug Fixes
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.41.6
Jan 27, 2023
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Fix for a bug that affected the manager's view in certain instances.
Before this fix, when creating a request in Service Desk through the Insight CI's profile, all the CIs containing the inventory ID from the CI that originated the request were related to said request.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug in the software information tab from CIs.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
Solves a bug that prevented users from replying to requests using the API /incident.comment endpoint.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
Version 7.41.5
Jan 18, 2023
Bug Fixes
Fix for a bug that prevented reports from being scheduled.
Version 7.41.4
Jan 17, 2023
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Version 7.41.3
Jan 13, 2023
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Version 7.41.2
Jan 6, 2023
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.41.1
Jan 6, 2023
Bug Fixes
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
Version 7.41.0
Jan 6, 2023
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Set a CI on a custom field using the API
From now on, the endpoint /incident.custom_field allows you to complete a CI custom field by name.
Bug Fixes
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, predefined articles from the Knowledge Base assigned to the last category leaf of the catalog tree were not suggested when creating a request in said category.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Fix for a bug that affected some pending jobs to resume the process when having a timeout.
Version 7.40.6
Jan 18, 2023
Bug Fixes
Fix for a bug that prevented reports from being scheduled.
Version 7.40.5
Jan 17, 2023
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Version 7.40.4
Jan 13, 2023
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Version 7.40.3
Jan 6, 2023
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.40.2
Jan 6, 2023
Bug Fixes
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
Version 7.40.1
Jan 6, 2023
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Bug Fixes
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Version 7.40.0
Dec 16, 2022
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Solves a bug that displayed the wrong ID when unlinking external entities from a request.
Fix for a bug in shared custom fields of list type with custom keys.
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Before this fix, the requests metrics window wasn't adjusting to the browser zoom correctly.
Version 7.39.3
Jan 6, 2023
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Bug Fixes
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Version 7.39.2
Dec 16, 2022
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Fix for a bug in shared custom fields of list type with custom keys.
Version 7.39.1
Dec 6, 2022
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Version 7.39.0
Dec 6, 2022
Features and Improvements
New variable for requests location in email templates
With this new variable, you'll be able to add the request's location in email templates.
Bug Fixes
Before this fix, the delete button didn't appear in send and receive variables when configuring web services automation.
Fix for a bug in the 'TICKET_STATUS' variable from canned responses.
Fix for a bug that prevented outgoing email configuration changes of type 'SMTP' from being saved.
Before this fix, when editing the 'Login button text' field from SAML authentication configuration, the certificate was deleted.
Before this fix, selected users weren't saved correctly when sharing dashboards.
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in dashboard colors for priority and status dimensions.
Solves a bug in the Service Desk mobile version, that redirected to the notifications page after authentication with O365.
Solves a bug in Workflows when editing web service call stages using the design view.
Fix for a bug that prevented major incidents with 'Email' source from being created.
Solves a bug in the Assets integration.
Version 7.38.5
Dec 16, 2022
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Fix for a bug in shared custom fields of list type with custom keys.
Version 7.38.4
Dec 6, 2022
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Version 7.38.3
Dec 6, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.38.2
Dec 2, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.38.1
Nov 25, 2022
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Version 7.38.0
Nov 22, 2022
Features and Improvements
Migrate LDAP groups to SCIM groups
We've added an option to replace LDAP groups with SCIM that share the same name.
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Fixes a bug in the requests report details when using the 'Linked CIs' dimension.
Version 7.37.8
Dec 6, 2022
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Version 7.37.7
Dec 6, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.37.6
Dec 2, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.37.5
Nov 25, 2022
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Version 7.37.4
Nov 22, 2022
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.37.3
Nov 18, 2022
Bug Fixes
Fix for a bug that prevented requests from being created or edited when using some conditions in automated actions and SLAs.
Solves a bug with system date and time format preferences.
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fixes a bug in scheduled reports date time fields format.
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.37.2
Nov 11, 2022
Bug Fixes
Fix for a bug when using the condition 'Customer does not belong to group' in SLAs, which prevented requests from being created.
Solves a bug that prevented the system from updating in some instances.
Version 7.37.1
Nov 9, 2022
Bug Fixes
Fix for a bug in datetime custom field format.
Version 7.37.0
Nov 4, 2022
Features and Improvements
Insight assets delivery documentation from a Workflow
From now on, you'll be able to generate a document to register the delivery or transfer of an Insight asset to a new owner or location from a Service Desk Workflow.
Audit report
We've added a new functionality that allows users to export information for audit purposes.
Execute all the automated actions that match the conditions
We've added a new option to execute all the automated actions that meet the execution conditions, in the configured order.
Comprehensive update of operators in conditionals and report filters
We've added missing operators in conditionals, rules and reports in order to allow users to use the same operators in different sections of Service Desk.
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Solves a bug in the file attachments UI when the file name is larger than the container.
Fix for a bug that prevented users from creating requests with custom fields through MS Teams.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a performance bug in reports.
Version 7.36.9
Nov 25, 2022
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Version 7.36.8
Nov 22, 2022
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.36.7
Nov 18, 2022
Bug Fixes
Solves a bug with system date and time format preferences.
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fixes a bug in scheduled reports date time fields format.
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.36.6
Nov 11, 2022
Bug Fixes
Solves a bug that prevented the system from updating in some instances.
Version 7.36.5
Nov 9, 2022
Bug Fixes
Fix for a bug in datetime custom field format.
Version 7.36.4
Nov 4, 2022
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a performance bug in reports.
Version 7.36.2
Nov 3, 2022
Bug Fixes
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
Version 7.36.1
Oct 28, 2022
Bug Fixes
Fix for a bug in request replies in some instances.
Version 7.36.0
Oct 24, 2022
Bug Fixes
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
Solves a bug in Help Desks, Groups and Companies profiles visualization.
Fix for a visual bug that affected the notification button of the requests.
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
Solves a bug that affected the visibility of tasks for end users.
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
Fix for a bug that affected the 'is' operator in a CI type field in the Workflow's conditional stages.
Solves a bug in Workflow stage report filters.
Before this fix, the /wf.initialfields.by.category API endpoint didn't return results when the Workflow had initial fields with type list or tree.
Version 7.35.9
Nov 18, 2022
Bug Fixes
Solves a bug with system date and time format preferences.
Fixes a bug in scheduled reports date time fields format.
Version 7.35.8
Nov 11, 2022
Bug Fixes
Solves a bug that prevented the system from updating in some instances.
Version 7.35.7
Nov 9, 2022
Bug Fixes
Fix for a bug in datetime custom field format.
Version 7.35.6
Nov 4, 2022
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a performance bug in reports.
Version 7.35.4
Nov 3, 2022
Bug Fixes
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
Version 7.35.3
Oct 28, 2022
Bug Fixes
Fix for a bug in request replies in some instances.
Version 7.35.2
Oct 24, 2022
Bug Fixes
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
Solves a bug in Help Desks, Groups and Companies profiles visualization.
Fix for a visual bug that affected the notification button of the requests.
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
Before this fix, the /wf.initialfields.by.category API endpoint didn't return results when the Workflow had initial fields with type list or tree.
Version 7.35.1
Oct 12, 2022
Bug Fixes
Fix for bug in the 'Last public comment date from agents' when changing a technical user to an end user.
Version 7.35.0
Oct 11, 2022
Features and Improvements
Customize display date and time formats to your liking
From now on, users will be able to change the display format of the dates and times in Service Desk to their preference.
Bug Fixes
Before this fix, outgoing email configuration changes weren't saved.
Fix for a bug that prevented agents from opening attachments in Workflows.
Before this fix, the trial expiration date warning description was in Spanish.
Performance improvements when updating SCIM groups.
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
Solves a bug that prevented users from editing date time custom fields through the API.
Fix for a bug that duplicated tasks in 'My Work'.
Fix for a bug in 'My Work' caused by the column 'Last public comment date from agents'.
Performance improvements in requests.
Before this fix, when creating requests, the 'Found articles' section was displaying all matching articles regardless of the Knowledge Base categories configuration.
Solves a bug that caused the Dashboards to be sorted alphabetically when using the ocurrenced date as drilldown.
Version 7.34.39
May 16, 2023
Bug Fixes
Fix performance issues in reports.
Solves a bug that prevented saving changes to working hours in scheduled reports.
Before this fix, the description and unformatted description fields in scheduled reports were displayed as empty.
Solves a bug that occurred when attempting to save body templates without any content.
Before this fix, when filling a form field with a 0 in Workflows, the request history would display 'Empty' instead of 0.
Version 7.34.38
May 16, 2023
Bug Fixes
Solves a bug that prevented scheduled reports from being sent in certain instances.
Version 7.34.37
May 9, 2023
Bug Fixes
Fix for a bug that prevented requests from being merged when the restricted mode was enabled.
Version 7.34.36
May 9, 2023
Bug Fixes
Solves a bug in the custom translation for the search box title in the self-service portal.
Fix for a visual bug when using long URL addresses in the web services calls configuration.
Fix for a bug in Dashboards when changing the system language.
Version 7.34.35
Apr 26, 2023
Bug Fixes
Before this fix, the /incident and /incident.comment API endpoints were not correctly returning some Portuguese characters.
Version 7.34.33
Apr 19, 2023
Bug Fixes
Fix for a bug that prevented scheduled reports from being sent.
Solves a bug that prevented users from duplicating Help Desks.
Version 7.34.32
Apr 12, 2023
Bug Fixes
We've improved the performance of reports with custom fields.
Version 7.34.31
Apr 5, 2023
Bug Fixes
Fix for a bug that prevented users from being imported with OpenLDAP.
Version 7.34.30
Apr 3, 2023
Bug Fixes
Before this fix, when users were deleted or removed from Azure after provisioning, they were not removed from Service Desk.
Version 7.34.29
Mar 30, 2023
Bug Fixes
We've performed some performance improvements in the Workflows configuration.
Version 7.34.28
Mar 29, 2023
Features and Improvements
Simplified Workflow progress view
The Workflow progress view will now display the last 10 stages of the workflow, allowing the user to show the remaining stages.
Bug Fixes
Solves a bug when exporting reports using the metric 'last public comment from agents date'.
Improved performance when listing help desks and levels.
Improved performance when calculating ratings on the profile screens.
Improved performance after creating new visibility rules, or updating existing ones.
Fix for a bug that affected the format of detail reports.
Before this fix, the requests search box for merging requests was not returning results in certain instances.
Solves a bug in custom date and time fields in reports.
Before this fix, when adding users as members of a location using the 'Select all' option, only the first 100 users were displayed on the search results.
Fix for a bug when importing users with LDAP.
Version 7.34.27
Mar 23, 2023
Bug Fixes
Fix for a bug that prevented downloading attachments from field type fields in certain instances.
Version 7.34.26
Mar 16, 2023
Bug Fixes
Before this fix, when a request template was duplicated, the selected categories from the original template were preselected in the new one.
Version 7.34.25
Mar 10, 2023
Bug Fixes
Fix for a bug that prevented the full path of a CI's location from being displayed in its details.
Solves a bug that caused unnecessary updates on the last usage date of licenses.
Fixes a bug that was preventing users from viewing the details of CIs related to requests.
Before this fix, the API endpoint /user.by returned deleted users.
Fixes a bug that affected performance when listing suggestions during the first few minutes after creating a request.
Fix for a bug that prevented Service Desk from updating some information of CIs in certain instances.
Fix for a bug that prevented Service Desk from synchronizing Insight users when their email addresses were not an exact match.
Version 7.34.24
Mar 3, 2023
Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Version 7.34.23
Mar 1, 2023
Bug Fixes
Solves a bug that prevented the deactivation of users belonging to a canceled or closed Workflow approval.
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Version 7.34.22
Feb 28, 2023
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
We've improved the performance when looking for requests to merge.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Version 7.34.21
Feb 13, 2023
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Version 7.34.20
Feb 10, 2023
Features and Improvements
New DELETE method added to /incident.custom_field endpoint
From now on, you'll be able to delete the custom field values using the /incident.custom_field endpoint from the API.
Performance enhancements to the request screen
We've enhanced loading times when working with requests by limiting the amount of participants displayed.
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Solves a bug in the Service Desk log when configuring incoming email using EWS Microsoft Modern Auth.
Before this fix, when duplicating a request from a customer with multiple locations, those locations were missing in the duplicated request.
Before this fix, the health status of CIs was not displayed in Service Desk.
With this fix, we've improved the performance of the /users API endpoint so that more results can be returned.
Solves a bug that prevented linking CIs to a request when its names contained the characters '/' and '\'.
Fix for a bug that prevented the creation of requests via MS Teams when a visibility rule was implemented to hide the priority of the request.
Version 7.34.19
Jan 27, 2023
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Fix for a bug that affected the manager's view in certain instances.
Before this fix, when creating a request in Service Desk through the Insight CI's profile, all the CIs containing the inventory ID from the CI that originated the request were related to said request.
Fix for a bug in the software information tab from CIs.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
Solves a bug that prevented users from replying to requests using the API /incident.comment endpoint.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
Version 7.34.18
Jan 18, 2023
Bug Fixes
Fix for a bug that prevented reports from being scheduled.
Version 7.34.17
Jan 17, 2023
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Version 7.34.16
Jan 13, 2023
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Performance enhancements to the My Work screen
The My Work screen should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Before this fix, SAML configuration would generate warnings that flooded the logs, resulting in very heavy log files and server space issues.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Version 7.34.15
Jan 6, 2023
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Bug Fixes
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Version 7.34.14
Dec 16, 2022
Bug Fixes
Solves a bug in Workflows when editing web service call stages using the design view.
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Version 7.34.13
Dec 6, 2022
Bug Fixes
Solves a bug in the Assets integration.
Version 7.34.12
Dec 2, 2022
Bug Fixes
Solves a bug in the Assets integration.
Version 7.34.11
Nov 25, 2022
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Version 7.34.10
Nov 18, 2022
Bug Fixes
Solves a bug that prevented the system from updating in some instances.
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.34.9
Nov 8, 2022
Bug Fixes
Fix for a bug that affected request descriptions in some instances.
Version 7.34.8
Nov 5, 2022
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Solves a performance bug in reports.
Version 7.34.6
Nov 3, 2022
Bug Fixes
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
Version 7.34.5
Oct 28, 2022
Bug Fixes
Fix for a bug in request replies in some instances.
Version 7.34.4
Oct 24, 2022
Bug Fixes
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
Solves a bug in Help Desks, Groups and Companies profiles visualization.
Fix for a visual bug that affected the notification button of the requests.
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
Before this fix, the /wf.initialfields.by.category API endpoint didn't return results when the Workflow had initial fields with type list or tree.
Version 7.34.3
Oct 11, 2022
Bug Fixes
Before this fix, outgoing email configuration changes weren't saved.
Before this fix, the trial expiration date warning description was in Spanish.
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
Solves a bug that prevented users from editing date time custom fields through the API.
Before this fix, when creating requests, the 'Found articles' section was displaying all matching articles regardless of the Knowledge Base categories configuration.
Version 7.34.2
Oct 4, 2022
Bug Fixes
Solves a bug that prevented users from opening request files attached via email replies.
Version 7.34.1
Sep 27, 2022
Bug Fixes
Before this fix, when writing a comment with files attached in a request, the notification email sent to the request's customer showed the wrong files.
Version 7.34.0
Sep 23, 2022
Features and Improvements
SAML configuration required beforehand to use SCIM
From now on, administrators won't be able to configure SCIM until SAML is added as an authentication method.
New time tracking categories endpoint
We've added a new endpoint called '/timetracking.attributes.category' that will allow you to get all the attributes from the time tracking categories.
SCIM end users deleted instead of disabled
From now on, Service Desk will delete SCIM end users that were removed from an Identity Provider. This means that if a user doesn't belong to an IdP anymore, then it won't appear in the users list displayed in Settings > Users.
Edit messages in requests
From now on, users will be able to edit their own messages in requests, if the configuration is enabled, thus allowing them to correct any mistake made when sending the messages.
Bug Fixes
Solves a bug that allowed agents to mention end users in internal comments.
Fix for a bug that prevented SCIM groups from being updated.
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
Fix for a bug that allowed users to attach a Knowledge Base article multiple times in the request's comments.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Solves a performance issue when filtering reports with tree-type shared custom fields.
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Before this fix, the ready-for-print version of a request for end users included the homepage search box.
We've added a missing translation in dashboards.
Version 7.33.4
Oct 11, 2022
Bug Fixes
Before this fix, outgoing email configuration changes weren't saved.
Fix for a bug that prevented agents from opening attachments in Workflows.
Before this fix, the trial expiration date warning description was in Spanish.
Performance improvements when updating SCIM groups.
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
Performance improvements in requests.
Version 7.33.3
Sep 23, 2022
Bug Fixes
Fix for a bug that prevented SCIM groups from being updated.
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Version 7.33.2
Sep 22, 2022
Bug Fixes
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
Solves a performance bug in 'My Work'.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Version 7.33.1
Sep 13, 2022
Bug Fixes
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
Solves a bug with Windows installers caused by some MSSQL extensions.
Fixes a bug with email encoding.
Version 7.33.0
Sep 9, 2022
Features and Improvements
Microsoft SMTP for outgoing emails
We've added a new Microsoft SMTP option, in the outgoing email configuration, that will allow users to use the Modern Authentication method.
Improvements in user import via CSV
This feature allows admins to leave the password undefined so that the imported user can set their own password. In addition, admins can force the user to change their password on first login.
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that prevented the system from updating users' locations through the CSV file.
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
Fix for a bug that prevented observers from being added to requests.
Before this fix, the users' section was not automatically updated if there was an error when synchronizing a user with LDAP.
Solves a UI bug when creating a Workflow, with a web service call to the Azure API, without completing the non-required text fields.
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
Solves a bug when creating major incidents using the option 'Create and solve'.
Fix for a bug in the member list from the Groups profile.
Version 7.32.6
Sep 23, 2022
Bug Fixes
Fix for a bug that prevented SCIM groups from being updated.
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Version 7.32.5
Sep 22, 2022
Bug Fixes
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Version 7.32.4
Sep 13, 2022
Bug Fixes
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
Solves a bug with Windows installers caused by some MSSQL extensions.
Fixes a bug with email encoding.
Version 7.32.3
Sep 11, 2022
Features and Improvements
Microsoft SMTP for outgoing emails
We've added a new Microsoft SMTP option, in the outgoing email configuration, that will allow users to use the Modern Authentication method.
Bug Fixes
Solves a bug that prevented the system from updating users' locations through the CSV file.
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
Version 7.32.2
Sep 5, 2022
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
Version 7.32.1
Sep 1, 2022
Bug Fixes
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
Version 7.32.0
Aug 30, 2022
Features and Improvements
Graphic improvement to the user selector in the login screen
We've changed the look and feel of the passwordless login by moving the help desks list for agents and managers to the option's tooltip.
Update screen improvements
We've changed the look and feel of the upgrade's screen.
Get the time tracking category through the API
From now on, you'll be able to obtain the time tracking category ID through the API /timetracking endpoint.
New notifications when LDAP integration fails
With this new feature, you'll receive notifications when the LDAP (Active Directory and OpenLDAP) integration fails. This way, the responsible for the integration will be able to act swiftly, thus reducing the downtime of the service.
Bug Fixes
Before this fix, when duplicating a request, only the customer's name was completed in the customer field.
Before this fix, when resetting passwords, the Service Desk password policies were applied to all the instances even when they didn't manage passwords through Service Desk.
Before this fix, when an agent was observing a help desk while not being a member, they could see the dashboard metrics of the requests belonging to the observed help desk, but when trying to see the requests list, this wasn't showing accordingly.
Fix for a bug regarding the time zone of holidays assigned to help desk shifts.
Before this fix, when an end user opened a request that belonged to a group of which said user was an observer, a popup was displayed, saying they did not have access to that request before opening it.
Version 7.31.8
Sep 22, 2022
Bug Fixes
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
Version 7.31.7
Sep 13, 2022
Bug Fixes
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
Solves a bug with Windows installers caused by some MSSQL extensions.
Fixes a bug with email encoding.
Version 7.31.6
Sep 11, 2022
Features and Improvements
Microsoft SMTP for outgoing emails
We've added a new Microsoft SMTP option, in the outgoing email configuration, that will allow users to use the Modern Authentication method.
Bug Fixes
Solves a bug that prevented the system from updating users' locations through the CSV file.
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
Version 7.31.5
Sep 5, 2022
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
Version 7.31.4
Sep 1, 2022
Bug Fixes
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
Version 7.31.3
Aug 30, 2022
Bug Fixes
Before this fix, when resetting passwords, the Service Desk password policies were applied to all the instances even when they didn't manage passwords through Service Desk.
Before this fix, when an agent was observing a help desk while not being a member, they could see the dashboard metrics of the requests belonging to the observed help desk, but when trying to see the requests list, this wasn't showing accordingly.
Before this fix, when an end user opened a request that belonged to a group of which said user was an observer, a popup was displayed, saying they did not have access to that request before opening it.
Version 7.31.2
Aug 23, 2022
Bug Fixes
Fix for a bug that caused the 'My Work' section to stop working when reordering columns.
Version 7.31.1
Aug 18, 2022
Bug Fixes
Solves a bug that prevented users from changing the status of requests by replying to them with the 'Waiting for an external entity' option.
Version 7.31.0
Aug 16, 2022
Features and Improvements
Log of admin events now contemplates user creation via request
From now on, when an Agent is creating a user during request creation, or editing a request, the event will be registered in the event log.
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Solves a bug that caused the system to send duplicated email notifications when creating requests.
Before this fix, end users weren't able to see requests related to other requests, even when they were the customer of the request.
Before this fix, after deleting a Knowledge Base article, it was still displayed on the list from the articles section.
Version 7.30.8
Sep 5, 2022
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
Version 7.30.7
Sep 1, 2022
Bug Fixes
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
Version 7.30.6
Aug 30, 2022
Bug Fixes
Before this fix, when resetting passwords, the Service Desk password policies were applied to all the instances even when they didn't manage passwords through Service Desk.
Before this fix, when an agent was observing a help desk while not being a member, they could see the dashboard metrics of the requests belonging to the observed help desk, but when trying to see the requests list, this wasn't showing accordingly.
Before this fix, when an end user opened a request that belonged to a group of which said user was an observer, a popup was displayed, saying they did not have access to that request before opening it.
Version 7.30.5
Aug 18, 2022
Bug Fixes
Solves a bug that prevented users from changing the status of requests by replying to them with the 'Waiting for an external entity' option.
Version 7.30.4
Aug 12, 2022
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Version 7.30.3
Aug 12, 2022
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Version 7.30.2
Aug 5, 2022
Bug Fixes
Fixed a bug that prevented users from creating requests from a request template that contained a URL field.
Version 7.30.1
Aug 3, 2022
Bug Fixes
We've added some missing translations.
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
Version 7.30.0
Jul 29, 2022
Features and Improvements
Information about deleted time tracking records from a request
We've added a new pop-up that will display information about the deleted time tracking records when hovering over their IDs in the request history.
Proper alignment for texts with Arabic characters
From now on, texts containing Arabic characters will be aligned to the right. This change will apply to the request description, subject, and replies.
Input validator for custom and Workflow fields
We've added a new option on the text custom fields configuration page for verifying that the text input matches the restriction to the field, defined with the RegEx.
Improvements in the user creation and password set/reset processes
We've added the possibility for users to set their own passwords on user creation. Also, the option to force users to change their passwords on their next login after a password reset or user creation. These changes also apply to the API calls /user and /user.password.
Improvements in the tracking code configuration
From now on, users will only need to add the Google Analytics ID to their Service Desk instance to configure a tracking code.
Custom and Workflow fields available as columns in 'My Work'
From now on, agents will be able to select custom and Workflow fields as columns in their 'My Work' views.
Catalog navigation improvements
We've added significant improvements in the catalog navigations when creating a new request.
Integrations with Zapier
From now on, admins have information about how we can use Zapier to integrate InvGate Service Desk with Jira, Slack, Google Calendar and other applications in the section Settings > Integrations > Applications.
Improvements on SSO configuration with LDAP
With this new feature, users will no longer need to add a custom script when configuring Single Sign-On with LDAP on cloud instances.
Modify the help desks' hierarchy
We've added an option that will allow you to change the help desks' hierarchy. This way, you will save a considerable amount of time by not having to delete and recreate each help desk when you want to reorganize your organization's help desks.
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Before this fix, when an email was sent to more than one Service Desk incoming email account, only one of the accounts processed it.
Fix for a bug that assigned the customer in a Workflow as agent when reassigning through the /incident.reassing endpoint and the stage configuration was 'Previous stage responsible'.
Fixes a bug that prevented users from selecting multiple categories using the 'Shift + click' shortcut.
Before this fix, the language 'English (UK)' was not an available option when creating users.
Before this fix, when saving a requests report with an operator different from the default ('Total of'), the metric was deleted.
Solves a bug that prevented users from selecting CIs when creating requests on the mobile version of the system.
Before this fix, when disabling a user that belonged to a group that is defined as an approver for a Workflow approval stage, ongoing approvals were cancelled and therefore the Workflow got stuck.
Version 7.29.5
Aug 12, 2022
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Version 7.29.3
Aug 3, 2022
Bug Fixes
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
Version 7.29.1
Jul 26, 2022
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Version 7.29.0
Jul 20, 2022
Features and Improvements
New fields to export in reports and views
We've added new columns, which can be exported, in reports, scheduled reports and views. These columns will allow you to download the Workflow's name and the SLA's related data (rules and solution percentage).
New option to populate custom lists and shared custom lists with Insight locations and status
From now on, users will be able to select locations and status from Insight using custom fields or shared custom fields from Workflows.
New UI for the Request View
We've made a nice restyling for the Request view, so that it looks cleaner and tidier.
New configuration for hiding actions in requests
We've added a new option that will allow admins to hide actions in requests from agents. These actions are: escalate, reject, reassign, reopen and merge.
Delete time tracking entries
With this new feature, you'll be able to delete time tracking entries from the requests. This could prove very useful for fixing possible mistakes in time tracking entries.
Bug Fixes
Solves a performance bug in the indexing process for request search.
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
Fixed a bug that prevented some columns from being saved for exporting future reports.
Before this fix, when exporting request lists from a filtered report, the selected columns were not saved for future reports.
Fixes a bug that prevented opening attachments in Workflows custom fields when the filenames contained the '+' character.
Solves a performance bug that prevented some reports and views from being generated in certain instances.
Before this fix, when reordering custom fields in settings, the changes were not applied.
Solves a bug in the email approval's links when the embedded credentials were enabled.
Fixes a bug that prevented opening attachments when the filename contained the '+' character.
Solves a performance issue when retrieving the request's linked assets in reports.
Version 7.28.5
Aug 3, 2022
Bug Fixes
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
Version 7.28.4
Jul 29, 2022
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Fix for a bug that assigned the customer in a Workflow as agent when reassigning through the /incident.reassing endpoint and the stage configuration was 'Previous stage responsible'.
Solves a bug that prevented users from selecting CIs when creating requests on the mobile version of the system.
Version 7.28.3
Jul 26, 2022
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Version 7.28.2
Jul 19, 2022
Bug Fixes
We've added some missing translations in scheduled reports.
Version 7.28.1
Jul 15, 2022
Features and Improvements
New fields to export in reports and views
We've added new columns, which can be exported, in reports, scheduled reports and views.These columns will allow you to download the Workflow's name and the SLA's related data (rules and solution percentage).
Bug Fixes
Solves a performance bug in the indexing process for request search.
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
Solves a bug in the email approval's links when the embedded credentials were enabled.
Solves a performance issue when retrieving the request's linked assets in reports.
Version 7.28.0
Jul 3, 2022
Bug Fixes
Fixes a bug with request custom fields attachments.
Solves a performance issue related to request reporting.
Solved some performance issues when generating reports for Workflows with custom fields.
Version 7.27.5
Jul 26, 2022
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Version 7.27.4
Jul 26, 2022
Bug Fixes
We've added some missing translations in scheduled reports.
Version 7.27.3
Jul 15, 2022
Features and Improvements
New fields to export in reports and views
We've added new columns, which can be exported, in reports, scheduled reports and views.These columns will allow you to download the Workflow's name and the SLA's related data (rules and solution percentage).
Bug Fixes
Solves a performance bug in the indexing process for request search.
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
Solves a bug in the email approval's links when the embedded credentials were enabled.
Solves a performance issue when retrieving the request's linked assets in reports.
Version 7.27.2
Jul 3, 2022
Bug Fixes
Fixes a bug with request custom fields attachments.
Solves a performance issue related to request reporting.
Version 7.27.1
Jun 25, 2022
Bug Fixes
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
Version 7.27.0
Jun 21, 2022
Features and Improvements
Get the observed entities from a user using the API /users.groups endpoint.
From now on, you'll be able to get all the observed locations, help desk, companies and groups from the users, and not just the entities where they are members, through the API endpoint /users.groups.
New option to populate Workflow trees with Service Desk locations
From now on, you'll be able to select a Service Desk location from a Workflow form and create a new request in that location via a web service.
Visual improvements in the selection boxes
We've improved the look and feel of the list and tree fields, in addition to enabling a smoother navigation through the available options.
Performance improvements in dashboards
We've performed some enhancement when generating dashboards.
Export SLAs configurations
From now on, you'll be able to export every SLA configured in the system. This will allow you to see the compiled information of the SLAs, thus giving you more control over them and helping you make a decision in case you need to address them.
Bug Fixes
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Before this fix, SLA hours were displayed incorrectly on request view cards.
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
Solved a bug that allowed disabled LDAP users to log in to Service Desk after resetting their password.
Solved a bug that prevented agents from using the interval reports.
Before this fix, requests with pending automated tasks could be closed in the mobile version of Service Desk.
Solved a bug that re-enabled disabled users when synchronizing with LDAP.
Version 7.26.4
Jul 3, 2022
Bug Fixes
Fixes a bug with request custom fields attachments.
Solves a performance issue related to request reporting.
Version 7.26.3
Jun 25, 2022
Bug Fixes
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
Version 7.26.2
Jun 21, 2022
Features and Improvements
Get the observed entities from a user using the API /users.groups endpoint.
From now on, you'll be able to get all the observed locations, help desk, companies and groups from the users, and not just the entities where they are members, through the API endpoint /users.groups.
Bug Fixes
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Before this fix, SLA hours were displayed incorrectly on request view cards.
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
Solved a bug that allowed disabled LDAP users to log in to Service Desk after resetting their password.
Version 7.26.1
Jun 7, 2022
Bug Fixes
Fix for a bug that prevented the execution of automations.
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
Version 7.26.0
Jun 3, 2022
Features and Improvements
New parameter in the API call /user for retrieving disabled users
We've added a new parameter called 'include_disabled' in the endpoint /user from our API, that'll allow you to get all the Service Desk users' information, regardless of their status.
Bug Fixes
Before this fix, the request views weren't displaying unassigned or rejected requests.
Solves a bug that displayed the closed requests in the self-service portal.
Before this fix, when trying to change the password with a new one without the minimum character requirement, the system wasn't clarifying the reason.
Fix for a bug that showed a blank page in the approval Workflow stage when the previous stage had a task related to a closed request.
Version 7.25.5
Jun 25, 2022
Bug Fixes
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
Version 7.25.4
Jun 21, 2022
Features and Improvements
Get the observed entities from a user using the API /users.groups endpoint.
From now on, you'll be able to get all the observed locations, help desk, companies and groups from the users, and not just the entities where they are members, through the API endpoint /users.groups.
Bug Fixes
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Before this fix, SLA hours were displayed incorrectly on request view cards.
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
Version 7.25.3
Jun 7, 2022
Bug Fixes
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
Version 7.25.2
Jun 3, 2022
Bug Fixes
Solves a bug that displayed the closed requests in the self-service portal.
Before this fix, when trying to change the password with a new one without the minimum character requirement, the system wasn't clarifying the reason.
Fix for a bug that showed a blank page in the approval Workflow stage when the previous stage had a task related to a closed request.
Version 7.25.1
May 26, 2022
Bug Fixes
Fixed a bug that caused the LDAP integration to only retrieve the last Organizational Unit.
Fix for a bug that prevented the correct visualization of SLA and Automation conditionals when using shared custom fields from Workflows, which were implemented more than once.
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
Version 7.25.0
May 20, 2022
Features and Improvements
New special characters for passwords
From now on, users' passwords will be able to contain the special characters '¡' and '¿'.
Error messages for text type custom fields
With this new feature, you'll be able to configure your error messages for text type Custom Fields with custom format validation.
Bug Fixes
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
Fix for a bug in reports dimensions referring to Workflow fields that didn't belong to any stage.
Solves a performance bug when loading multiple charts from a dashboard.
Solves a bug that created duplicated requests in Service Desk when incoming emails were sent to both the incoming account and the alias of that account.
Fix for a bug in the Gamification badges images.
Fix for a bug that displayed the Dashboards instead of My Work when login to the system as an agent or manager.
Before this fix, field selection wasn't saved for the following exports, when exporting a request's view and sending it through email.
Before this fix, the filter 'Last public comment date from Agents' included the public comments from end users.
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Fix for a bug that duplicated users in Service Desk if those users were edited in Active Directory before the synchronization.
Fix for a bug that prevented users from adding LDAP as an external authentication service.
Minor UI fix in the login page from instances without nominal agents.
Before this fix, the automated Workflow stages author was 'system' instead of the user assigned to the previous stage.
Version 7.24.5
Jun 7, 2022
Bug Fixes
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
Version 7.24.4
Jun 3, 2022
Bug Fixes
Fix for a bug that showed a blank page in the approval Workflow stage when the previous stage had a task related to a closed request.
Version 7.24.3
May 26, 2022
Bug Fixes
Fixed a bug that caused the LDAP integration to only retrieve the last Organizational Unit.
Fix for a bug that prevented the correct visualization of SLA and Automation conditionals when using shared custom fields from Workflows, which were implemented more than once.
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
Version 7.24.2
May 20, 2022
Bug Fixes
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
Solves a performance bug when loading multiple charts from a dashboard.
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
Fix for a bug that prevented users from adding LDAP as an external authentication service.
Version 7.24.1
May 11, 2022
Bug Fixes
Solves a bug that prevented managers from reassigning requests through the manager's section.
Before this fix, solution confirmations expired even when they were configured not to.
Solves a bug with list and tree types shared custom fields in Workflows.
Version 7.24.0
May 6, 2022
Features and Improvements
Append email replies as requests' comments
From now on, email responses to the email that originated the request will be appended as comments.
Order items in field mapping selection
Admin users will be able to define the order in which information is shown in mapped fields for users imported from directory services.
Validation format for text custom fields for requests and Workflows
From now on, you'll be able to validate the input values from text custom fields by using the new predefined validations or even configure your own as you see fit.
Now SCIM integration supports Okta
Apart from Azure AD, now users and groups from Okta can be provisioned through our integration with SCIM automatically.
Changes in users validation process for password set/reset
New validation process for users that require password configuration or password reset.
Improvement in License warning messages
We've added more information to all License warnings, so that admin users can have a better understanding of what each message means.
Prevent help desk assignment to a request
New configuration is added to prevent technical users from selecting a help desk when reassigning a request.
Reorder stages in workflows
From now on, you'll be able to reorder stages and conditionals when designing a Workflow.
Expiration times in business hours
With this new feature, you'll be able to measure all the system expiration times during the help desk's working hours schedule.
Bug Fixes
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
Solves a bug that prevented the API from getting the CIs data using the endpoint /cis.by.id.
UI fix for date and date-time fields in the history of workflow requests.
Solves a bug when trying to validate the secondary email field in the user's edition screen.
Version 7.23.5
May 26, 2022
Bug Fixes
Fix for a bug that prevented the correct visualization of SLA and Automation conditionals when using shared custom fields from Workflows, which were implemented more than once.
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
Version 7.23.4
May 20, 2022
Bug Fixes
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
Fix for a bug in reports dimensions referring to Workflow fields that didn't belong to any stage.
Solves a performance bug when loading multiple charts from a dashboard.
Before this fix, field selection wasn't saved for the following exports, when exporting a request's view and sending it through email.
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
Fix for a bug that prevented users from adding LDAP as an external authentication service.
Version 7.23.3
May 5, 2022
Bug Fixes
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
UI fix for date and date-time fields in the history of workflow requests.
Version 7.23.2
Apr 28, 2022
Bug Fixes
Solved a bug that prevented requests from being reassigned.
Version 7.23.1
Apr 22, 2022
Bug Fixes
Fix for bugs in the requests' view.
Version 7.23.0
Apr 21, 2022
Features and Improvements
Participant box when creating requests
From now on, the customer's information will be displayed for agents when creating requests.
Bug Fixes
Solves a performance bug in the categories' list from the Knowledge Base.
Fix for a bug that caused performance issues in some instances.
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
Internal improvements to the users email validation process.
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
Before this fix, pending actions from rejected requests were still displayed to Agents. Furthermore, they were displayed to end users that were previosuly technical users.
Before this fix, some labels from Workflow form fields were out of frame.
Fix for bugs that affected the admin logs, in relation to the new roles and granular permissions events.
Version 7.22.3
May 5, 2022
Bug Fixes
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
UI fix for date and date-time fields in the history of workflow requests.
Version 7.22.2
Apr 28, 2022
Bug Fixes
Solved a bug that prevented requests from being reassigned.
Version 7.22.1
Apr 21, 2022
Bug Fixes
Solves a performance bug in the categories' list from the Knowledge Base.
Fix for a bug that caused performance issues in some instances.
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
Internal improvements to the users email validation process.
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
Version 7.22.0
Apr 11, 2022
Features and Improvements
New API endpoints for managing observers
From now on, you'll be able to add, remove and visualize the observers from groups, companies, help desks, and levels.
New language variant for English
We've added a new language differentiation between English (US) and English (UK).
New 'Change in a custom field' event
From now on, you'll be able to use the event 'Change in a custom field' for executing automated actions.
Bug Fixes
Before this fix, the search bar results were not displaying icons correctly.
Solves a performance bug in the job that executes queued tasks from the system.
Solves a bug that prevented certain On-prem instances from calling our API.
Fix for a bug in the MS teams bot that caused failures when the solution confirmation's approvals had no comments.
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
Version 7.21.6
Apr 28, 2022
Bug Fixes
Solved a bug that prevented requests from being reassigned.
Version 7.21.5
Apr 21, 2022
Bug Fixes
Solves a performance bug in the categories' list from the Knowledge Base.
Fix for a bug that caused performance issues in some instances.
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
Internal improvements to the users email validation process.
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
Version 7.21.4
Apr 11, 2022
Bug Fixes
Before this fix, the search bar results were not displaying icons correctly.
Solves a performance bug in the job that executes queued tasks from the system.
Solves a bug that prevented certain On-prem instances from calling our API.
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
Version 7.21.3
Apr 5, 2022
Bug Fixes
Performance improvements for filters in dashboards and reports.
Version 7.21.2
Mar 31, 2022
Bug Fixes
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
Version 7.21.1
Mar 30, 2022
Bug Fixes
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
Version 7.21.0
Mar 25, 2022
Features and Improvements
Absences, working shifts and holiday time zones
With this feature, users will see the absences, working shifts and holiday-related information in their time zones.
New incoming emails synchronization method
We've added an option, in the inbound email configuration, to determine if the system should start processing the emails from a certain date or every unread email from the account.
Knowledge Base enabled by default
From now on, when installing new Service Desk instances, the Knowledge Base will be enabled by default.
Mandatory custom fields
From now on, you'll be able to determine whether a mandatory custom field will be required for creating, editing or solving the request, or required only for solving the request.
New LDAP field 'employeeID'
We've added the field 'employeeID' to the LDAP field matching options.
Bug Fixes
Solves a bug when assigning Help Desks dynamically to a Workflow task.
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
Before this fix, if an absence was two days long (in a row) while having the start and end at the exact same time, that interval was wrongly calculated as a single-day absence.
Fix for a bug that prevented the Microsoft Modern Auth inbound email configuration token from being refreshed, causing some issues in the accounts using this protocol.
Before this fix, when going back to a task stage in a Workflow that allowed to create tasks dynamically, only the predefined tasks were shown.
Fix for a bug that turned Managers into Agents when creating ACL roles.
Fix for a performance issue when requesting images from our AWS server.
Version 7.20.7
Apr 11, 2022
Bug Fixes
Before this fix, the search bar results were not displaying icons correctly.
Solves a performance bug in the job that executes queued tasks from the system.
Solves a bug that prevented certain On-prem instances from calling our API.
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
Version 7.20.6
Apr 5, 2022
Bug Fixes
Performance improvements for filters in dashboards and reports.
Version 7.20.5
Mar 30, 2022
Bug Fixes
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
Version 7.20.4
Mar 28, 2022
Bug Fixes
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
Version 7.20.3
Mar 25, 2022
Bug Fixes
Solves a bug when assigning Help Desks dynamically to a Workflow task.
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
Fix for a bug that prevented the Microsoft Modern Auth inbound email configuration token from being refreshed, causing some issues in the accounts using this protocol.
Fix for a bug that turned Managers into Agents when creating ACL roles.
Fix for a performance issue when requesting images from our AWS server.
Version 7.20.2
Mar 18, 2022
Bug Fixes
Fix for a bug that was preventing users to accept solutions of a request with at least one article attached.
Version 7.20.1
Mar 16, 2022
Bug Fixes
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
Version 7.20.0
Mar 10, 2022
Features and Improvements
Filtering observed requests by entity in Service Desk mobile.
We've added a new option, in the 'observed' view from the 'Requested' tab, to filter the observed requests by entity in the Service Desk mobile version.
Bug Fixes
Before this fix, when sending emails with variables containing tables through a Workflow stage, those variables were shown in the emails without the corresponding format.
With this fix, we've added pagination to the events logs page from the system.
Before this fix when trying to import LDAP users, whose emails were already in Service Desk, those users were still shown during the importation process but were ignored without any notification.
Fix for a bug that prevented the availability report from showing when trying to display information about help desks without the time zones assigned.
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
Version 7.19.10
Apr 5, 2022
Bug Fixes
Performance improvements for filters in dashboards and reports.
Version 7.19.9
Mar 30, 2022
Bug Fixes
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
Version 7.19.8
Mar 28, 2022
Bug Fixes
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
Version 7.19.7
Mar 25, 2022
Bug Fixes
Solves a bug when assigning Help Desks dynamically to a Workflow task.
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
Fix for a bug that prevented the Microsoft Modern Auth inbound email configuration token from being refreshed, causing some issues in the accounts using this protocol.
Fix for a bug that turned Managers into Agents when creating ACL roles.
Fix for a performance issue when requesting images from our AWS server.
Version 7.19.6
Mar 18, 2022
Bug Fixes
Fix for a bug related to the login captcha and the user IP address.
Version 7.19.5
Mar 16, 2022
Bug Fixes
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
Version 7.19.4
Mar 10, 2022
Bug Fixes
With this fix, we've added pagination to the events logs page from the system.
Before this fix when trying to import LDAP users, whose emails were already in Service Desk, those users were still shown during the importation process but were ignored without any notification.
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
Version 7.19.3
Mar 4, 2022
Bug Fixes
Solves a performance issue that was causing timeouts in approvals.
Solves a performance issue that was causing several timeouts.
Version 7.19.2
Mar 2, 2022
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain database configurations.
Version 7.19.1
Feb 25, 2022
Bug Fixes
Fix for a bug that automatically rejected approvals.
Version 7.19.0
Feb 24, 2021
Bug Fixes
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
Fix for a bug that allowed users to enter emails containing 'ñ' when creating or modifying users even when it's not permitted by the system.
Solves a bug that prevented users from copying companies or groups.
Fix for a bug in which the scheduled reports would fail and then be disabled when trying to export descriptions exceeding the maximum excel allowed characters.
Fix for a bug that locked the users' table from the database and caused visual errors in some screens, when synchronizing users from LDAP in instances using MySQL.
Before this fix, when copying a Workflow tasks' stage, the predefined tasks weren't copied.
Before this fix, when updating fields from a Workflow and then redeploying it, the dashboards pointing to that Workflow displayed an error saying that the dashboard couldn't be rendered since at least one of its dimensions didn't exist.
Solved a visual bug in the icon's colors from the categories' configuration.
Before this fix, when asking for the workflow's initial fields by using the call /wf.initialfields.by.category from our API, those fields were returned as 'null'.
Fix for a bug that was incorrectly filling the request's title with the body template's title of the previously selected category.
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
Before this fix, location changes didn't immediately impact the conditional evaluations from the assignment rules.
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
Solves a bug that was incorrectly filling the request's title with the body template's title when creating a quick request in a category in which its parent category was using a body template.
Before this fix, email validation was required for Active Directory provided users.
Version 7.18.35
Nov 22, 2022
Bug Fixes
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.18.34
Nov 15, 2022
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solves a performance bug in reports.
Version 7.18.32
Nov 3, 2022
Bug Fixes
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
Version 7.18.31
Oct 11, 2022
Bug Fixes
Performance improvements in requests.
Version 7.18.30
Sep 23, 2022
Bug Fixes
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Version 7.18.29
Sep 22, 2022
Bug Fixes
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Version 7.18.28
Sep 9, 2022
Features and Improvements
Microsoft SMTP for outgoing emails
We've added a new Microsoft SMTP option, in the outgoing email configuration, that will allow users to use the Modern Authentication method.
Bug Fixes
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
Version 7.18.27
Sep 5, 2022
Bug Fixes
Solves a performance issue related to the reports module.
Version 7.18.25
Aug 26, 2022
Bug Fixes
Fix for a bug in the self-service portal when there wasn't any featured category.
Version 7.18.23
Jul 29, 2022
Bug Fixes
Fix for a bug that assigned the customer in a Workflow as agent when reassigning through the /incident.reassing endpoint and the stage configuration was 'Previous stage responsible'.
Version 7.18.21
Jul 3, 2022
Bug Fixes
Solves a performance issue related to request reporting.
Version 7.18.20
Jun 16, 2022
Bug Fixes
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Before this fix, SLA hours were displayed incorrectly on request view cards.
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
Version 7.18.19
Jun 7, 2022
Bug Fixes
Before this fix, reordering categories allowed the category to become a child of itself.
Version 7.18.18
May 20, 2022
Bug Fixes
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
Fix for a bug in reports dimensions referring to Workflow fields that didn't belong to any stage.
Before this fix, field selection wasn't saved for the following exports, when exporting a request's view and sending it through email.
Fix for a bug that prevented users from adding LDAP as an external authentication service.
Version 7.18.17
May 5, 2022
Bug Fixes
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
Version 7.18.16
Apr 28, 2022
Bug Fixes
Solved a bug that prevented requests from being reassigned.
Version 7.18.15
Apr 21, 2022
Bug Fixes
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
Version 7.18.14
Apr 11, 2022
Bug Fixes
Before this fix, the search bar results were not displaying icons correctly.
Solves a bug that prevented certain On-prem instances from calling our API.
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
Version 7.18.13
Apr 5, 2022
Bug Fixes
Performance improvements for filters in dashboards and reports.
Version 7.18.12
Mar 30, 2022
Bug Fixes
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
Version 7.18.11
Mar 28, 2022
Bug Fixes
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
Version 7.18.10
Mar 25, 2022
Bug Fixes
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
Fix for a bug that prevented the Microsoft Modern Auth inbound email configuration token from being refreshed, causing some issues in the accounts using this protocol.
Fix for a bug that turned Managers into Agents when creating ACL roles.
Fix for a performance issue when requesting images from our AWS server.
Version 7.18.9
Mar 18, 2022
Bug Fixes
Solves a bug that caused issues when importing users using LDAP v2
Version 7.18.8
Mar 16, 2022
Bug Fixes
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
Version 7.18.7
Mar 10, 2022
Bug Fixes
With this fix, we've added pagination to the events logs page from the system.
Before this fix when trying to import LDAP users, whose emails were already in Service Desk, those users were still shown during the importation process but were ignored without any notification.
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
Version 7.18.6
Mar 4, 2022
Bug Fixes
Solves a performance issue that was causing timeouts in approvals.
Solves a performance issue that was causing several timeouts.
Version 7.18.5
Mar 2, 2022
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain database configurations.
Version 7.18.4
Feb 25, 2022
Bug Fixes
Fix for a bug that automatically rejected approvals.
Version 7.18.3
Feb 24, 2021
Bug Fixes
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
Solves a bug that prevented users from copying companies or groups.
Fix for a bug in which the scheduled reports would fail and then be disabled when trying to export descriptions exceeding the maximum excel allowed characters.
Fix for a bug that locked the users' table from the database and caused visual errors in some screens, when synchronizing users from LDAP in instances using MySQL.
Before this fix, when copying a Workflow tasks' stage, the predefined tasks weren't copied.
Before this fix, when updating fields from a Workflow and then redeploying it, the dashboards pointing to that Workflow displayed an error saying that the dashboard couldn't be rendered since at least one of its dimensions didn't exist.
Before this fix, when asking for the workflow's initial fields by using the call /wf.initialfields.by.category from our API, those fields were returned as 'null'.
Fix for a bug that was incorrectly filling the request's title with the body template's title of the previously selected category.
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
Before this fix, email validation was required for Active Directory provided users.
Version 7.18.2
Feb 24, 2021
Bug Fixes
Solves a bug that caused performance issues during custom fields initialization within requests.
Solved a bug that prevented the system from expiring the spontaneous approvals.
Version 7.18.1
Feb 21, 2022
Bug Fixes
Solves a bug that prevented users from copying companies or groups.
Before this fix, some dates of requests from the system's mobile version were in English, despite the user system's language being different.
Version 7.18.0
Feb 14, 2022
Features and Improvements
Deprecation of the old end-users portal
From this version onwards, we've deprecated the previous version of the end-user portal.
Improvements in Workflows' web service call stages
We've added an execution status box in web service call stages from Workflows. This way, users will be notified when the activity finishes so they know they have to refresh the request.
Brand new look for the setup screen
We've updated the setup layout to improve the users' experience while installing the Service Desk.
Copy tasks from Workflows' stages and configure optional tasks
From now on, users who can edit Workflows will be able to copy tasks from one Workflow stage to another. In addition to this, they'll have the ability to choose whether the tasks will be mandatory or optional.
Last public agent reply
With this new feature, you'll be able to keep track of the last public update made by agents in requests, using reports and dashboards. Agents can also view this information in the My Work tab.
New SCIM integration
From now on, users and groups provisioning will be available through our new integration with SCIM automatically.
Support for MySQL 8
From now on, you'll be able to use MySQL 8 as Service Desk's database server.
Bug Fixes
Minor fix for the avatar's size from the cards view in My Work.
Fix for a bug in SLA dimensions colors from dashboards. Before this fix, the SLAs dimensions 'Correct' and 'Exceeded' had their colors inverted.
Before this fix, there were some performance issues in My Work when the requests had long descriptions.
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
Solves a bug with the format of the date-type fields when exporting reports in XLSX.
Fix bugs regarding Workflows' fields in filters from views, reports and dashboards.
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
Before this fix, the system was not saving the previously used field selection for exporting reports when custom fields were selected.
Solves a bug that was preventing Workflows from continuing to the next stage when the role of the assigned user was changed from agent to end-user.
Solves a bug that prevented users from logging into the system when the instance had the passwordless authentication enabled and 20.000+ users.
Version 7.17.7
Mar 4, 2022
Bug Fixes
Solves a performance issue that was causing timeouts in approvals.
Solves a performance issue that was causing several timeouts.
Version 7.17.6
Mar 2, 2022
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain database configurations.
Version 7.17.5
Feb 25, 2022
Bug Fixes
Fix for a bug that automatically rejected approvals.
Version 7.17.4
Feb 24, 2021
Bug Fixes
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
Solves a bug that prevented users from copying companies or groups.
Fix for a bug in which the scheduled reports would fail and then be disabled when trying to export descriptions exceeding the maximum excel allowed characters.
Fix for a bug that locked the users' table from the database and caused visual errors in some screens, when synchronizing users from LDAP in instances using MySQL.
Before this fix, when updating fields from a Workflow and then redeploying it, the dashboards pointing to that Workflow displayed an error saying that the dashboard couldn't be rendered since at least one of its dimensions didn't exist.
Before this fix, when asking for the workflow's initial fields by using the call /wf.initialfields.by.category from our API, those fields were returned as 'null'.
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
Before this fix, email validation was required for Active Directory provided users.
Version 7.17.3
Feb 24, 2021
Bug Fixes
Solves a bug that caused performance issues during custom fields initialization within requests.
Solved a bug that prevented the system from expiring the spontaneous approvals.
Version 7.17.2
Feb 14, 2022
Bug Fixes
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
Solves a bug that was preventing Workflows from continuing to the next stage when the role of the assigned user was changed from agent to end-user.
Version 7.17.1
Jan 28, 2022
Bug Fixes
Fix for a visual bug in the dashboards' conditions configuration box size.
Version 7.17.0
Jan 27, 2022
Features and Improvements
Optional or mandatory tasks in Workflows
We've added an option, in the tasks stages' configuration, to allow the Workflow to proceed to the next stage without completing all the tasks.
SLAs custom schedule settings
With this new feature, you'll be able to configure the Service Desk's SLAs to keep it running while following custom working hours and holiday calendars.
Improvements on the participants' box in the request view
Some of these improvements are: new expandable and collapsable view for collaborators and observers, expandable view for customer details, new design for the user avatars, a default version with user initials when no profile picture is uploaded, and more.
Change Insight's asset properties from a Service Desk Workflow
From now on, you'll be able to change the owner, location, and status of Insight's assets from a Service Desk Workflow.
Option to enable or disable new customers creation
We've added a new option to decide whether the technicians will be able to create new users when creating or editing requests.
New solution confirmation events
We've added new accepted and rejected solution's confirmation events for triggering automated actions.
Bug Fixes
From now on, the /locations.observers endpoint from our API is going to return the observers and observers' groups in different parameters.
Fix for a bug that caused failures in dashboards with custom fields when the system caching failed.
Solves a bug regarding the effectiveness indicator from the Knowledge Base articles. Before this fix, this percentage was always showing '0%' even when the articles were marked as useful.
Minor UI fix in the 'Request's options' icon from the 'Requested' section.
Before this fix, scheduled reports containing special characters were not correctly displaying those characters.
Improvements in 'Online User History' licensing chart. We've removed the metric 'Total nominal licenses' and replaced it with two new metrics: one called 'Assigned nominal licenses' for measuring the variance of assignments and 'Purchased nominal licenses
Solves a bug that prevented requests from being imported when their descriptions contained the less-than or greater-than character (< >).
Version 7.16.5
Feb 25, 2022
Bug Fixes
Fix for a bug that automatically rejected approvals.
Version 7.16.4
Feb 24, 2021
Bug Fixes
Solves a bug that caused performance issues during custom fields initialization within requests.
Solved a bug that prevented the system from expiring the spontaneous approvals.
Version 7.16.3
Feb 14, 2022
Bug Fixes
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
Solves a bug that was preventing Workflows from continuing to the next stage when the role of the assigned user was changed from agent to end-user.
Solves a bug that prevented users from logging into the system when the instance had the passwordless authentication enabled and 20.000+ users.
Version 7.16.2
Jan 27, 2022
Bug Fixes
From now on, the /locations.observers endpoint from our API is going to return the observers and observers' groups in different parameters.
Fix for a bug that caused failures in dashboards with custom fields when the system caching failed.
Solves a bug regarding the effectiveness indicator from the Knowledge Base articles. Before this fix, this percentage was always showing '0%' even when the articles were marked as useful.
Minor UI fix in the 'Request's options' icon from the 'Requested' section.
Before this fix, scheduled reports containing special characters were not correctly displaying those characters.
Solves a bug that prevented requests from being imported when their descriptions contained the less-than or greater-than character (< >).
Version 7.16.1
Jan 17, 2022
Bug Fixes
Fix for a bug that caused the system to show a blank page when trying to render custom fields with no values.
Version 7.16.0
Jan 13, 2022
Features and Improvements
Service Desk settings index
We've improved the search results from the settings index by adding missing items, information and keywords.
Descriptions in Workflows
With this new feature, you'll be able to add descriptions to the Workflow instances.
New roles tabs in users' administration
From now on, users will be grouped in tabs by role in the users' administration section.
Mobile announcements
We've improved the announcements functionality in the mobile version of Service Desk.
Text typed in the search box as requests' title
From now on, the text typed in the search box from the Self Service portal will be the request's subject by default.
New 'previous_comment' variable in email template
We've added the variable 'previous_comment' in the email template notification for new answers or comments. This variable refers to the comment preceding the one that generated the notification.
New users' operators for conditionals in Workflows
From now on, new operators are available for setting conditional paths in Workflows according to the users' locations or their help desks.
New parameter 'is_solution' in the API call 'incident.comment'
From now own, you will be able to obtain either solution comments or regular comments by using the new 'is_solution' parameter in the GET method of the API call 'incident.comment'.
Locations' observers
From now on, you'll be able to add users and groups as locations' observers.
Sort items from list and tree fields
With this new functionality, you'll be able to order the options of list and tree fields in requests and Workflows. The available methods for sorting are alphabetically (ascending or descending) or setting a custom order.
Bug Fixes
Solves a bug that prevented the system from creating requests massively through the API.
Before this fix, the System administrator default account was rewarded with gamification points as a regular user when it shouldn't.
Solves a bug that was preventing time-tracking reports from being generated when reports were filtered by the condition 'customer does not belong to group'.
Version 7.15.3
Jan 27, 2022
Bug Fixes
From now on, the /locations.observers endpoint from our API is going to return the observers and observers' groups in different parameters.
Fix for a bug that caused failures in dashboards with custom fields when the system caching failed.
Solves a bug regarding the effectiveness indicator from the Knowledge Base articles. Before this fix, this percentage was always showing '0%' even when the articles were marked as useful.
Minor UI fix in the 'Request's options' icon from the 'Requested' section.
Before this fix, scheduled reports containing special characters were not correctly displaying those characters.
Solves a bug that prevented requests from being imported when their descriptions contained the less-than or greater-than character (< >).
Version 7.15.2
Jan 13, 2022
Bug Fixes
Before this fix, the System administrator default account was rewarded with gamification points as a regular user when it shouldn't.
Version 7.15.1
Jan 3, 2022
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.15.0
Dec 28, 2021
Features and Improvements
Manages locations' observers
From now on, you will be able to manage the locations' observers through the new endpoint /locations.observers from our API.
Articles marked as not helpful visible for agents
From now on, whenever a customer marks an article as not helpful when creating a request, technical users will be able to see them in the description of said request.
Observers batch assignment
With this new feature, you'll be able to add groups of observers massively to help desks or levels.
Bug Fixes
Solves a bug that was preventing the Service Desk API responses from showing the requests body if they were Workflow instances.
Before this fix, if there was a failure when importing users from LDAP, the users' groups were removed from Service Desk.
Fix for a bug that was preventing Workflow requests from being created through the API when they had one or more file-type custom fields.
Fix for a bug that was preventing requests from showing the content of their body templates in the mobile version of Service Desk.
Before this fix, if the dispatcher failed due to an exception or error, pending jobs were never being executed.
Solves a bug that was preventing rebuilding the dimensions from the reports and dashboards when the category's name was longer than 255 characters.
Before this fix, when changing an email template and entering the HTML edit section, the change made disappeared.
Solves a bug that was preventing the host from being added in the URL when adding attachments to the email notification.
Version 7.14.4
Jan 13, 2022
Bug Fixes
Before this fix, the System administrator default account was rewarded with gamification points as a regular user when it shouldn't.
Version 7.14.3
Jan 3, 2022
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.14.2
Dec 28, 2021
Bug Fixes
Solves a bug that was preventing the Service Desk API responses from showing the requests body if they were Workflow instances.
Before this fix, if the dispatcher failed due to an exception or error, pending jobs were never being executed.
Solves a bug that was preventing rebuilding the dimensions from the reports and dashboards when the category's name was longer than 255 characters.
Solves a bug that was preventing the host from being added in the URL when adding attachments to the email notification.
Version 7.14.1
Dec 17, 2021
Features and Improvements
Articles marked as not helpful visible for agents
From now on, whenever a customer marks an article as not helpful when creating a request, technical users will be able to see them in the description of said request.
Bug Fixes
Before this fix, the number of members belonging to a group from the 'Groups, Companies and Locations' section wasn't being shown correctly in some cases.
Solves a bug that was preventing time tracking reports from being generated when these reports were filtered by agents that belong to a group.
Solves performance issues in reports, dashboards and views from instances using duplicated Workflows.
Solves a performance issue that was causing timeouts in reports, dashboards, and views in instances with a big amount of Workflows' shared custom fields.
Fix for a bug that was preventing requests from showing the content of their body templates in the mobile version of Service Desk.
Version 7.14.0
Dec 10, 2021
Features and Improvements
Filter and dimension reports by Workflow shared custom fields last value
With this new feature, you will be able to filter and dimension reports by the shared custom field's last value regardless of its stage.
Login captcha
From now on, the captcha will appear after the third failed login attempt.
Delete locations through the API
We've added the delete method to the /locations endpoint from our API.
New password policies
In order to increase systems' security, we've added new password policies to meet the strong password criteria. This change will apply to new users or password updates. Strong passwords must be at least 8 characters long, including at least: 4 letters, 2 numbers, 2 special characters, 1 uppercase letter and 1 lowercase letter. And also, it must be different from Service Desk's username.
Improvements in the Dashboards' field selector
From now on, Dashboards' dimensions and filters will be grouped within different sections according to the Workflow stages where they belong.
Users' gender
From now on, the 'gender' will no longer appear in users' properties and reports.
Duplicate configurations
With this new feature, you will be able to duplicate Service Desk's configurations such as visibility rules, permissions, categories, help desks and more.
Bug Fixes
Before this fix, shared dashboards would ignore the group filters whenever the agent (with whom the dashboard was shared) was an observer of any help desk or level.
The 'Gender' column will no longer appear in the template that is used when importing users via CSV.
Before this fix, the scheduled reports did not include the initial Workflow fields.
Before this fix, the predefined reports were showing data that did not match the 'date' filters.
Solves a bug in the reports detail view that caused that the label shown for duplicated shared custom fields, used in various Workflow stages, was always the last one.
Before this fix, saved reports lost their Workflow's dimensions if any was deleted in the Workflows definition.
Solves a bug that caused visibility issues in reports using the 'Workflow' and 'Workflow stage' dimensions.
Version 7.13.6
Jan 3, 2022
Bug Fixes
We've added some missing translations.
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.13.5
Dec 28, 2021
Bug Fixes
Solves a bug that was preventing the Service Desk API responses from showing the requests body if they were Workflow instances.
Version 7.13.4
Dec 17, 2021
Bug Fixes
Before this fix, the number of members belonging to a group from the 'Groups, Companies and Locations' section wasn't being shown correctly in some cases.
Version 7.13.3
Dec 17, 2021
Features and Improvements
Articles marked as not helpful visible for agents
From now on, whenever a customer marks an article as not helpful when creating a request, technical users will be able to see them in the description of said request.
Bug Fixes
Solves a performance issue that was causing timeouts in reports, dashboards, and views in instances with a big amount of Workflows' shared custom fields.
Fix for a bug that was preventing requests from showing the content of their body templates in the mobile version of Service Desk.
Version 7.13.2
Dec 10, 2021
Bug Fixes
The 'Gender' column will no longer appear in the template that is used when importing users via CSV.
Version 7.13.1
Dec 6, 2021
Bug Fixes
We've added some missing translations.
Version 7.13.0
Dec 3, 2021
Features and Improvements
Double click to delete metrics and dimensions from reports
From now on, you will be able to remove a metric or a dimension from the reporting layout by double-clicking on them.
Reporting layout improvements for Workflows
To simplify the usage of the reporting layout we have removed the duplicate Workflow fields, either as a dimension or as a filter, if they are read-only.
UX improvements in history logs from Workflow forms
With this new feature, you'll have a clearer view of the interactive elements of the log. Now the popup windows are centered according to the trigger element and more consistent with each other.
Roles and granular permissions for administration sections
With this new feature, administrators will be able to decide which non-admin technical users will have access to certain configuration sections of the Product. This means that they could create custom technical roles to fit your company's needs.
Bug Fixes
Solves a bug that was expanding all the help desks and levels from the settings hierarchy when editing a help desk or level with the items collapsed.
Solves a bug with the visibility rules that was displaying categories if either they were related to a Workflow, or the only request type for the category was 'Major Incident' and the user was an end user.
Before this fix, the status filter 'All' from the 'Requested" section would not work if any other filter was applied beforehand.
Before this fix, when a request was reassigned its status changed to 'waiting for the agent' instead of maintaining the original status.
Solves a bug that was delaying showing the update badges alert in the My Work section.
Version 7.12.5
Dec 13, 2021
Bug Fixes
Before this fix, the number of members belonging to a group from the 'Groups, Companies and Locations' section wasn't being shown correctly in some cases.
Version 7.12.4
Dec 7, 2021
Bug Fixes
Solves a bug that was expanding all the help desks and levels from the settings hierarchy when editing a help desk or level with the items collapsed.
Solves a bug with the visibility rules that was displaying categories if either they were related to a Workflow, or the only request type for the category was 'Major Incident' and the user was an end user.
Before this fix, the status filter 'All' from the 'Requested" section would not work if any other filter was applied beforehand.
Solves a bug that was delaying showing the update badges alert in the My Work section.
Version 7.12.2
Nov 17, 2021
Bug Fixes
Solves a bug that caused the system to crash when trying to view a closed request having the 'Public comments on closed or rejected requests' checkbox disabled.
Version 7.12.1
Nov 15, 2021
Bug Fixes
We've added some missing translations.
Version 7.12.0
Nov 11, 2021
Features and Improvements
Groups as observers
With this new feature, you will be able to add entire groups as observers to groups, companies, help desks and levels.
Reports usability improvements
We have performed some improvements in the reporting layout. The most outstanding one is that you will be able to select metrics and dimensions by double-clicking on them, or clicking on the new plus icon, in addition to the current drag and drop method.
Bug Fixes
Solves a bug that was preventing users from saving changes in the outgoing email configuration page in Cloud instances.
Before this fix, certain system tables were locked during synchronization of existing users.
Before this fix, the 'Back to top' button wasn't being shown in the request view.
In order to avoid possible errors when upgrading Windows instances, we updated the Redis version and added some additional validations.
Fix for a bug that was leaving the tasks unassigned and unlinked when relating them to a new incident.
Before this fix, it wasn't possible to modify the custom sender address from the outgoing email when the server type was Office 365 SMTP TLS.
Solves a bug that was causing an error in the system when trying to edit the request subject with a new one containing a float number.
To prevent failures when exporting the users' list, we removed the groups and companies from the report when there are 25k users or more.
Version 7.11.4
Nov 26, 2021
Bug Fixes
Before this fix, managers from parent help desks were unable to perform some actions on requests from the underlying children help desks or levels.
Version 7.11.3
Nov 17, 2021
Bug Fixes
Solves a bug that caused the system to crash when trying to view a closed request having the 'Public comments on closed or rejected requests' checkbox disabled.
Version 7.11.2
Nov 11, 2021
Bug Fixes
Solves a bug that was preventing users from saving changes in the outgoing email configuration page in Cloud instances.
Before this fix, the 'Back to top' button wasn't being shown in the request view.
In order to avoid possible errors when upgrading Windows instances, we updated the Redis version and added some additional validations.
Fix for a bug that was leaving the tasks unassigned and unlinked when relating them to a new incident.
Before this fix, it wasn't possible to modify the custom sender address from the outgoing email when the server type was Office 365 SMTP TLS.
Solves a bug that was causing an error in the system when trying to edit the request subject with a new one containing a float number.
Version 7.11.1
Nov 3, 2021
Bug Fixes
Solves a problem that was preventing scheduled requests from being executed.
Version 7.11.0
Oct 29, 2021
Features and Improvements
New option in Catalog visibility rules regarding locations
From this version on, Administrators will be able to decide the behaviour of the 'Location' field in request creation when setting up visibility rules for the Service Catalog.
UX improvement when adding watchers or collaborators to requests
This feature adds a new popup when adding more than 10 observers or collaborators at the same time, because it seems that it doesn't have much sense to add so much people (that are going to receive a lot of notifications) to a request. Furthermore, the maximum amount of users to be added is now 100 in order to avoid performance issues.
Bug Fixes
UX fix for a bug with the cursor when loading working hours in requests.
This fix optimizes blank spaces in the search bar for the Self-Service Portal.
Solves a bug that was causing visibility rules to fail when the 'Only leaves' selection mode was enabled.
Visual fix for empty lists in workflows.
This is a fix for a bug when trying to import users through the OpenLDAP Integration.
Version 7.10.6
Nov 26, 2021
Bug Fixes
Before this fix, managers were unable to perform some actions on requests from the help desks and levels that were children of the parent help desk where they were added as managers.
Version 7.10.5
Nov 11, 2021
Bug Fixes
Solves a bug that was preventing users from saving changes in the outgoing email configuration page in Cloud instances.
In order to avoid possible errors when upgrading Windows instances, we updated the Redis version and added some additional validations.
Fix for a bug that was leaving the tasks unassigned and unlinked when relating them to a new incident.
Before this fix, it wasn't possible to modify the custom sender address from the outgoing email when the server type was Office 365 SMTP TLS.
Solves a bug that was causing an error in the system when trying to edit the request subject with a new one containing a float number.
Version 7.10.4
Nov 3, 2021
Bug Fixes
Solves a problem that was preventing scheduled requests from being executed.
Version 7.10.3
Oct 28, 2021
Bug Fixes
Solves a bug that was causing visibility rules to fail when the 'Only leaves' selection mode was enabled.
Solves a problem with date formats when exporting request lists to .XLS files.
Visual fix for empty lists in workflows.
This is a fix for a bug when trying to import users through the OpenLDAP Integration.
Version 7.10.2
Oct 22, 2021
Bug Fixes
Fix for a bug that was preventing users from logging in to the System using SAML.
Version 7.10.1
Oct 18, 2021
Bug Fixes
We've added some missing translations.
Version 7.10.0
Oct 14, 2021
Features and Improvements
New standard behavior in Workflow requests depending on how users interact with them
From now on, users who participate in approvals in Workflows will be added as watchers but not as followers. Besides, users who participate in tasks, forms or are responsible for a certain stage will be added as collaborators but not as followers. Not being a follower means that these users will stop receiving notifications regarding the Workflow request after having participated in it, so they would not be spammed with notifications just because they completed one of the workflow stages.
Multiple file selection in requests
From now on, users will be able to attach more than one file at the same time, both for request description and comments.
New custom label for checkbox fields in requests and workflows
This new feature will allow administrators to define a more appropiate label for checkbox fields depending on each particular situation. We've added this feature because 'enabled' and 'disabled' are not always suitable.
Bug Fixes
Because of this bug, the Self-Service Portal was not rendering the Company's logo in Chromium-based browsers.
Because of this bug, Service Desk could not parse correctly file names written in Chinese.
This bug solves the update delay in the Manager's View bagde.
This is a fix for a bug that allowed deleted users to create request using our MS Teams Integration.
Ther was a problem with future dates when trying to trigger a workflow using a web servcie call from another workflow. This is a fix for that bug.
Because of this bug, the API endpoint /wf.initialfields was not working properly in cloud instances. This caused problems when trying to fetch all the necessary data to create a workflow associated request using our API.
Visual fix for Knowledge Base Articles containing tables. Before this fix was released, this articles were not showed correctly when users zoomed in the browser window.
Version 7.9.4
Nov 3, 2021
Bug Fixes
Solves a problem that was preventing scheduled requests from being executed.
Version 7.9.3
Oct 28, 2021
Bug Fixes
Solves a bug that was causing visibility rules to fail when the 'Only leaves' selection mode was enabled.
Solves a problem with date formats when exporting request lists to .XLS files.
Visual fix for empty lists in workflows.
This is a fix for a bug when trying to import users through the OpenLDAP Integration.
Version 7.9.2
Oct 22, 2021
Bug Fixes
Fix for a bug that was preventing users from logging in to the System using SAML.
Version 7.9.1
Oct 19, 2021
Bug Fixes
Because of this bug, the Self-Service Portal was not rendering the Company's logo in Chromium-based browsers.
Because of this bug, Service Desk could not parse correctly file names written in Chinese.
This bug solves the update delay in the Manager's View bagde.
This is a fix for a bug that allowed deleted users to create request using our MS Teams Integration.
Ther was a problem with future dates when trying to trigger a workflow using a web servcie call from another workflow. This is a fix for that bug.
Because of this bug, the API endpoint /wf.initialfields was not working properly in cloud instances. This caused problems when trying to fetch all the necessary data to create a workflow associated request using our API.
Version 7.9.0
Sep 30, 2021
Features and Improvements
New names for various endpoints in our API
We've made the following changes in these endpoint names: 'incident.attributes.category' for 'categories', 'incident.attributes.type' for 'types', 'incident.attributes.priority' for 'priorities', 'incident.attributes.source' for 'sources' and 'incident.attributes.statuses' for 'status'. Previous names will continue working but they will no longer appear in the API documentation.
Agents' availability in manager's view
We've added a label in the Manager's View showing the agents' availability. With this new label, you'll know at a quick glance if an agent is on working hours or not.
New shortcuts in the progress box of Workflow requests
We've added shortcuts in the progress box of Workflow requests that take the user to the corresponding entry in the request's history by clicking on each entry. The shortcuts are available for Tasks, Approvals and Forms.
UX improvement in mention notifications and emails
We've added a shortcut within mention notifications and emails, so from now on, the request will open directly in the reply where the user was currently mentioned, instead of showing the beginning of the request.
Bug Fixes
Solves a problem regarding the /incident.external_entity API call that was preventing external entities with strings in their names from being related to requests.
This is a fix for a bug that was causing list fields to fail when displaying their elements in the request view.
Because of this bug, there was an inconsistency with badges update times in the My Work section.
This is a fix for a bug that was causing the /incidents.by.view API call to return results regardless the owner of the view.
This is a fix for a problem regarding time zones and summer times, that was causing scheduled reports to get delayed in some situations.
Version 7.8.4
Oct 22, 2021
Bug Fixes
Fix for a bug that was preventing users from logging in to the System using SAML.
Version 7.8.3
Oct 19, 2021
Bug Fixes
Because of this bug, the Self-Service Portal was not rendering the Company's logo in Chromium-based browsers.
Because of this bug, Service Desk could not parse correctly file names written in Chinese.
This bug solves the update delay in the Manager's View bagde.
This is a fix for a bug that allowed deleted users to create request using our MS Teams Integration.
Ther was a problem with future dates when trying to trigger a workflow using a web servcie call from another workflow. This is a fix for that bug.
Because of this bug, the API endpoint /wf.initialfields was not working properly in cloud instances. This caused problems when trying to fetch all the necessary data to create a workflow associated request using our API.
Version 7.8.2
Sep 30, 2021
Bug Fixes
Solves a problem regarding the /incident.external_entity API call that was preventing external entities with strings in their names from being related to requests.
This is a fix for a bug that was causing list fields to fail when displaying their elements in the request view.
Because of this bug, there was an inconsistency with badges update times in the My Work section.
This is a fix for a bug that was causing the /incidents.by.view API call to return results regardless the owner of the view.
This is a fix for a problem regarding time zones and summer times, that was causing scheduled reports to get delayed in some situations.
Version 7.8.1
Sep 24, 2021
Bug Fixes
Before this fix, if there was a visibility rule preventing end-users from seeing all the categories from the catalog, the Self-service portal was showing a blank page when the end-users tried to log in.
Version 7.8.0
Sep 16, 2021
Features and Improvements
New enhancements for the /users API call
From now on, the /users endpoint will offer much more information about the returned users.
UX enhancements regarding LDAP integration
From now on, users will receive a more descriptive error message when trying to log in through an LDAP server whose credentials are wrongly set in the integration settings.
New options in the global filters for Dashboards
We've added more options to creation and closing date filters for Dashboards: 'this trimester', 'last trimester', 'this semester' and 'last semester'.
Tasks and approvals are now visible under 'View only data' filter in the Workflow history
In order to have all the relevant information regarding past stages of the Workflow, tasks and approvals were added to the 'View only data' filter section in the Workflow history.
New message when importing users via CSV
We've added a message to notify the Administrator that a validation email will be sent to users imported using a CSV file. This message will appear only when using InvGate email server as the outgoing mail server because in this case we need to verify if the users' accounts are valid.
New option in Workflow configuration
From now on, you will be able to decide if the corresponding request titles should be autocompleted with the Workflow name or not.
Pie charts litlle UX improvements
We've added the corresponding percentages and explanatory tooltips to pie charts in dashboards.
Bug Fixes
This is a fix for a bug that was causing redirection problems in the old End User Portal.
Because of this bug, list custom fields couldn't be left empty when editing the request.
Performance improvements for the knowledge base articles and requests search engine.
Solves a bug regarding CIs custom fields when sending its value through a web service call, that was causing the array length to be sent instead of its elements.
Because of this bug, when a request was reassigned from the My Work section, SLAs rules weren't being correctly reevaluated.
Solves a problem with the 'Category (root)' dimension in Reports.
This fix means an improvement when informing errors related Google Authentication and its settings.
Version 7.7.5
Sep 30, 2021
Bug Fixes
Solves a problem regarding the /incident.external_entity API call that was preventing external entities with strings in their names from being related to requests.
This is a fix for a bug that was causing list fields to fail when displaying their elements in the request view.
Because of this bug, there was an inconsistency with badges update times in the My Work section.
This is a fix for a bug that was causing the /incidents.by.view API call to return results regardless the owner of the view.
This is a fix for a problem regarding time zones and summer times, that was causing scheduled reports to get delayed in some situations.
Version 7.7.4
Sep 24, 2021
Bug Fixes
Before this fix, if there was a visibility rule preventing end-users from seeing all the categories from the catalog, the Self-service portal was showing a blank page when the end-users tried to log in.
Version 7.7.3
Sep 17, 2021
Bug Fixes
This is a fix for a bug that was causing redirection problems in the old End User Portal.
Because of this bug, list custom fields couldn't be left empty when editing the request.
Performance improvements for the knowledge base articles and requests search engine.
Solves a bug regarding CIs custom fields when sending its value through a web service call, that was causing the array length to be sent instead of its elements.
Because of this bug, when a request was reassigned from the My Work section, SLAs rules weren't being correctly reevaluated.
Solves a problem with the 'Category (root)' dimension in Reports.
This fix means an improvement when informing errors related Google Authentication and its settings.
Fix for an error when running database migrations using MSSQL for on premise instances.
Version 7.7.2
Sep 9, 2021
Bug Fixes
Solves a bug that was causing an error when trying to create requests from the Self-Service Portal search bar.
Version 7.7.1
Sep 4, 2021
Bug Fixes
Fix for a bug that was preventing users from creating new requests when using Internet Explorer.
Version 7.7.0
Sep 2, 2021
Features and Improvements
New recipient for Assigned request email template
From now on, the request customer will be able to be notified when their request gets assigned.
Bug Fixes
This is a fix for a bug that was causing all user selectors to work as simple selectors instead of multiple ones.
We've added some validations to prevent the Product from crashing when editing requests with titles longer than 120 characters.
There was a bug in the system that was preventing the CIs Details overlay in the user profile from opening. This is a fix for that bug.
Because of this bug, users weren't able to login into the system after changing their password using the user.password endpoint because of inconsistencies in the encryption method.
Because of this bug, approvals in Workflows were assigned to an agent from the previous help desk, when the correct thing to happen is that they should remain unassigned.
Solves a problem with some configuration files after installing Service Desk on premise that was causing emails configuration to fail.
Because of this bug, when a user created a request via email, their location wasn't properly set in that request.
Because of this bug, when a Workflow form was assigned to the request customer, its waiting status was incorrectly changed to 'Waiting for the agent' when it should remain in 'Waiting for the customer' so the SLA could be paused.
Solves a UX issue when trying to load working time and a new comment at the same time in a request.
Solves a bug related to request types when trying to create a Major Incident using our integration with Microsoft Teams.
This is a fix for a bug that was preventing Web Service calls in Workflows to send files, only for cloud instances.
Solves a bug with tables in body templates.
Because of this bug, validation failed with duplicated date and date time fields in Workflows.
This fix improves reliability with LDAP user synchonization. From now on, if the connection fails in the middle of the process, nothing bad will happen and the system will retry performing the synchronization again.
There was a bug in the system that was causing the date picker in the Waiting status menu to reset its value every time a user pressed it. The correct thing to happen here is to keep its previous value.
This is a fix for a bug that was causing the 'New Request created (followers)' email template to not be sent if the request was created forwarding another email.
UI fix for long announcements.
Because of this bug CI custom fields weren't showing the selected items.
Version 7.6.6
Sep 24, 2021
Bug Fixes
Before this fix, if there was a visibility rule preventing end-users from seeing all the categories from the catalog, the Self-service portal was showing a blank page when the end-users tried to log in.
Version 7.6.5
Sep 17, 2021
Bug Fixes
This is a fix for a bug that was causing redirection problems in the old End User Portal.
Because of this bug, list custom fields couldn't be left empty when editing the request.
Performance improvements for the knowledge base articles and requests search engine.
Solves a bug regarding CIs custom fields when sending its value through a web service call, that was causing the array length to be sent instead of its elements.
Because of this bug, when a request was reassigned from the My Work section, SLAs rules weren't being correctly reevaluated.
Solves a problem with the 'Category (root)' dimension in Reports.
This fix means an improvement when informing errors related Google Authentication and its settings.
Fix for an error when running database migrations using MSSQL for on premise instances.
Version 7.6.4
Sep 9, 2021
Bug Fixes
Solves a bug that was causing an error when trying to create requests from the Self-Service Portal search bar.
Version 7.6.3
Sep 4, 2021
Bug Fixes
Fix for a bug that was preventing users from creating new requests when using Internet Explorer.
Version 7.6.2
Sep 2, 2021
Bug Fixes
This is a fix for a bug that was causing all user selectors to work as simple selectors instead of multiple ones.
We've added some validations to prevent the Product from crashing when editing requests with titles longer than 120 characters.
There was a bug in the system that was preventing the CIs Details overlay in the user profile from opening. This is a fix for that bug.
This is a fix for a bug that caused the system to fail when editing a request and changing its type.
Because of this bug, users weren't able to login into the system after changing their password using the user.password endpoint because of inconsistencies in the encryption method.
Because of this bug, approvals in Workflows were assigned to an agent from the previous help desk, when the correct thing to happen is that they should remain unassigned.
Solves a problem with some configuration files after installing Service Desk on premise that was causing emails configuration to fail.
Because of this bug, when a user created a request via email, their location wasn't properly set in that request.
Solves a UX issue when trying to load working time and a new comment at the same time in a request.
Solves a bug related to request types when trying to create a Major Incident using our integration with Microsoft Teams.
This is a fix for a bug that was preventing Web Service calls in Workflows to send files, only for cloud instances.
Solves a bug with tables in body templates.
Before this fix, when you exported date fields, some sheets processors assumed a custom format so they could not be operated properly.
Because of this bug, validation failed with duplicated date and date time fields in Workflows.
This fix improves reliability with LDAP user synchonization. From now on, if the connection fails in the middle of the process, nothing bad will happen and the system will retry performing the synchronization again.
This is a fix for a bug that was causing the 'New Request created (followers)' email template to not be sent if the request was created forwarding another email.
Because of this bug CI custom fields weren't showing the selected items.
Version 7.6.1
Aug 25, 2021
Bug Fixes
API calls with required array parameters weren't working properly. This is a fix for that bug.
Version 7.6.0
Aug 19, 2021
Features and Improvements
Agents time availability, scheduled absences and upcoming holidays
We've added an overlay in the help desk's profile and the manager's view showing information about the help desk agents' shifts, scheduled absences, and upcoming holidays within the next 30 days.
Show and hide stages on Workflow progress section
Workflow progress section allows now to show and hide stages in order to have a clearer view of the progress.
Improvements in Configuration Items details
We've added information about the manufacturer and model of the CI and also performed some minor graphic improvements on the CI's details overlay.
Bug Fixes
Fix for a bug that was preventing the API from creating Workflows when trying to relate them to another request using the 'related_to' parameter.
UI fix related to logos not being displayed correctly in some browsers.
Solves a bug with the rendering of the Automations' conditions in some browsers.
Before this fix, when saving a user type custom field the 'multiple selection' option was always checked.
If the user changed the date of a request that had already reached the date that it was waiting for previously, then an indicator would appear even though there was no news regarding the request. This is a fix for that bug.
In some situations, requests were submitted with no locations because the locations selector wasn't loading properly. Consequently, requests with no location weren't triggering assignment rules related to locations and requests were assigned to the wrong
When there was only one pinned category, all child categories were also displayed on the portal. Now, only pinned categories are displayed on the portal.
In the request edition form, when an option from a list field was selected and saved, it kept that value (even when unselecting all options of the list field and saving the changes).
The location field was not getting filled when an automated request was triggered.
Version 7.5.27
Mar 4, 2022
Bug Fixes
Solves a performance issue that was causing timeouts in approvals.
Version 7.5.26
Feb 25, 2022
Bug Fixes
Fix for a bug that automatically rejected approvals.
Version 7.5.25
Feb 24, 2021
Bug Fixes
Fix for a bug in which the scheduled reports would fail and then be disabled when trying to export descriptions exceeding the maximum excel allowed characters.
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
Version 7.5.24
Feb 24, 2021
Bug Fixes
Solved a bug that prevented the system from expiring the spontaneous approvals.
Version 7.5.23
Feb 14, 2022
Bug Fixes
Solves a bug that was preventing Workflows from continuing to the next stage when the role of the assigned user was changed from agent to end-user.
Solves a bug that prevented users from logging into the system when the instance had the passwordless authentication enabled and 20.000+ users.
Version 7.5.22
Jan 27, 2022
Bug Fixes
We've added a missing translation in an error message from the login page.
Version 7.5.21
Jan 13, 2022
Bug Fixes
Before this fix, date-type fields were being exported with an incorrect format in certain instances.
Version 7.5.20
Jan 3, 2022
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.5.19
Dec 28, 2021
Bug Fixes
Before this fix, if the dispatcher failed due to an exception or error, pending jobs were never being executed.
Solves a bug that was preventing rebuilding the dimensions from the reports and dashboards when the category's name was longer than 255 characters.
Solves a bug that was preventing the host from being added in the URL when adding attachments to the email notification.
Version 7.5.18
Dec 17, 2021
Bug Fixes
Improvements in the rebuilding of indexes for Windows users.
Version 7.5.17
Dec 7, 2021
Bug Fixes
Solves a bug with the visibility rules that was displaying categories if either they were related to a Workflow, or the only request type for the category was 'Major Incident' and the user was an end user.
Version 7.5.16
Nov 26, 2021
Bug Fixes
Solves a bug that was preventing users from saving changes in the outgoing email configuration page in Cloud instances.
In order to avoid possible errors when upgrading Windows instances, we updated the Redis version and added some additional validations.
Fix for a bug that was leaving the tasks unassigned and unlinked when relating them to a new incident.
Before this fix, it wasn't possible to modify the custom sender address from the outgoing email when the server type was Office 365 SMTP TLS.
Version 7.5.15
Nov 3, 2021
Bug Fixes
Solves a problem that was preventing scheduled requests from being executed.
Version 7.5.14
Oct 28, 2021
Bug Fixes
Solves a bug that was causing visibility rules to fail when the 'Only leaves' selection mode was enabled.
Visual fix for empty lists in workflows.
This is a fix for a bug when trying to import users through the OpenLDAP Integration.
Version 7.5.12
Oct 18, 2021
Bug Fixes
We've added some missing translations.
Version 7.5.11
Oct 14, 2021
Bug Fixes
Because of this bug, the Self-Service Portal was not rendering the Company's logo in Chromium-based browsers.
This bug solves the update delay in the Manager's View bagde.
Ther was a problem with future dates when trying to trigger a workflow using a web servcie call from another workflow. This is a fix for that bug.
Version 7.5.10
Sep 30, 2021
Bug Fixes
Solves a problem regarding the /incident.external_entity API call that was preventing external entities with strings in their names from being related to requests.
Because of this bug, there was an inconsistency with badges update times in the My Work section.
This is a fix for a bug that was causing the /incidents.by.view API call to return results regardless the owner of the view.
This is a fix for a problem regarding time zones and summer times, that was causing scheduled reports to get delayed in some situations.
Version 7.5.9
Sep 24, 2021
Bug Fixes
Before this fix, if there was a visibility rule preventing end-users from seeing all the categories from the catalog, the Self-service portal was showing a blank page when the end-users tried to log in.
Version 7.5.8
Sep 17, 2021
Bug Fixes
This is a fix for a bug that was causing redirection problems in the old End User Portal.
Because of this bug, list custom fields couldn't be left empty when editing the request.
Performance improvements for the knowledge base articles and requests search engine.
Solves a bug regarding CIs custom fields when sending its value through a web service call, that was causing the array length to be sent instead of its elements.
Because of this bug, when a request was reassigned from the My Work section, SLAs rules weren't being correctly reevaluated.
Solves a problem with the 'Category (root)' dimension in Reports.
This fix means an improvement when informing errors related Google Authentication and its settings.
Fix for an error when running database migrations using MSSQL for on premise instances.
Version 7.5.7
Sep 9, 2021
Bug Fixes
Solves a bug that was causing an error when trying to create requests from the Self-Service Portal search bar.
Version 7.5.6
Sep 4, 2021
Bug Fixes
Fix for a bug that was preventing users from creating new requests when using Internet Explorer.
Version 7.5.5
Sep 2, 2021
Bug Fixes
This is a fix for a bug that was causing all user selectors to work as simple selectors instead of multiple ones.
We've added some validations to prevent the Product from crashing when editing requests with titles longer than 120 characters.
There was a bug in the system that was preventing the CIs Details overlay in the user profile from opening. This is a fix for that bug.
This is a fix for a bug that caused the system to fail when editing a request and changing its type.
Because of this bug, users weren't able to login into the system after changing their password using the user.password endpoint because of inconsistencies in the encryption method.
Because of this bug, approvals in Workflows were assigned to an agent from the previous help desk, when the correct thing to happen is that they should remain unassigned.
Solves a problem with some configuration files after installing Service Desk on premise that was causing emails configuration to fail.
Because of this bug, when a user created a request via email, their location wasn't properly set in that request.
Solves a UX issue when trying to load working time and a new comment at the same time in a request.
Solves a bug related to request types when trying to create a Major Incident using our integration with Microsoft Teams.
This is a fix for a bug that was preventing Web Service calls in Workflows to send files, only for cloud instances.
Solves a bug with tables in body templates.
Before this fix, when you exported date fields, some sheets processors assumed a custom format so they could not be operated properly.
Because of this bug, validation failed with duplicated date and date time fields in Workflows.
This fix improves reliability with LDAP user synchonization. From now on, if the connection fails in the middle of the process, nothing bad will happen and the system will retry performing the synchronization again.
This is a fix for a bug that was causing the 'New Request created (followers)' email template to not be sent if the request was created forwarding another email.
Because of this bug CI custom fields weren't showing the selected items.
Version 7.5.4
Aug 25, 2021
Bug Fixes
API calls with required array parameters weren't working properly. This is a fix for that bug.
Version 7.5.3
Aug 19, 2021
Bug Fixes
Fix for a bug that was preventing the API from creating Workflows when trying to relate them to another request using the 'related_to' parameter.
UI fix related to logos not being displayed correctly in some browsers.
Solves a bug with the rendering of the Automations' conditions in some browsers.
Before this fix, when saving a user type custom field the 'multiple selection' option was always checked.
If the user changed the date of a request that had already reached the date that it was waiting for previously, then an indicator would appear even though there was no news regarding the request. This is a fix for that bug.
In some situations, requests were submitted with no locations because the locations selector wasn't loading properly. Consequently, requests with no location weren't triggering assignment rules related to locations and requests were assigned to the wrong
In the request edition form, when an option from a list field was selected and saved, it kept that value (even when unselecting all options of the list field and saving the changes).
The location field was not getting filled when an automated request was triggered.
Version 7.5.2
Aug 13, 2021
Bug Fixes
Fix for a bug that was causing the search bar to return no results even if there were requests matching the criteria.
Version 7.5.1
Aug 9, 2021
Bug Fixes
Before this fix, Major incidents could not be created when the priority wasn't displayed due to a visibility rule.
Fix for some translation issues in the new Time Availability feature.
Version 7.5.0
Aug 5, 2021
Features and Improvements
New global filters for shared dashboards
From now on, end users will be able to filter shared Dashboards by status, priority, creation date and closing date.
New feature in the Help Desk profile page
From now on, users will be able to see the availability of the Agents in each Help Desk directly from its profile.
Subjects in body templates can now be customize
From now on, users will be able to customize the Request subject in Body Templates.
Bug Fixes
Before this fix, when a Solution Confirmation was rejected via API the author of the rejection was the user with ID = 1. Now, the author of the Solution Confirmation rejection is always the request's customer.
Before this fix, users couldn't add watchers in the mobile version because the correspoding button wasn't available. This is a fix for that bug.
This fix adds the parameter parent_id to the enpoint 'locations' from our API.
Visual fix for the CI selector in Custom Fields of type CI.
Fix for a bug that was preventing users from searching Knowledge Base articles from the Request view.
Because of this bug, the system allowed users to create Categories with the same name in the same level of the Catalog tree. Now this bug got fixed.
Fix for a bug when ordering items in Requests' list that was causing the applied filters to get lost.
There was a bug in the system and because of that, the results when searching for Requests couldn't be properly filtered by open or closed requests.
Before this fix, when for some reason an Approval lost all its possible voters, the system stopped working properly. Now, if something like this happens, the Approval gets cancelled and the worflow continues to its next stage.
Version 7.4.7
Aug 25, 2021
Bug Fixes
API calls with required array parameters weren't working properly. This is a fix for that bug.
Version 7.4.6
Aug 19, 2021
Bug Fixes
Fix for a bug that was preventing the API from creating Workflows when trying to relate them to another request using the 'related_to' parameter.
UI fix related to logos not being displayed correctly in some browsers.
Solves a bug with the rendering of the Automations' conditions in some browsers.
Before this fix, when saving a user type custom field the 'multiple selection' option was always checked.
If the user changed the date of a request that had already reached the date that it was waiting for previously, then an indicator would appear even though there was no news regarding the request. This is a fix for that bug.
In some situations, requests were submitted with no locations because the locations selector wasn't loading properly. Consequently, requests with no location weren't triggering assignment rules related to locations and requests were assigned to the wrong
In the request edition form, when an option from a list field was selected and saved, it kept that value (even when unselecting all options of the list field and saving the changes).
The location field was not getting filled when an automated request was triggered.
Version 7.4.5
Aug 13, 2021
Bug Fixes
Fix for a bug that was causing the search bar to return no results even if there were requests matching the criteria.
Version 7.4.4
Aug 9, 2021
Bug Fixes
Before this fix, Major incidents could not be created when the priority wasn't displayed due to a visibility rule.
Version 7.4.3
Aug 5, 2021
Bug Fixes
Before this fix, when a Solution Confirmation was rejected via API the author of the rejection was the user with ID = 1. Now, the author of the Solution Confirmation rejection is always the request's customer.
Before this fix, users couldn't add watchers in the mobile version because the correspoding button wasn't available. This is a fix for that bug.
This fix adds the parameter parent_id to the enpoint 'locations' from our API.
Visual fix for the CI selector in Custom Fields of type CI.
Fix for a bug that was preventing users from searching Knowledge Base articles from the Request view.
Because of this bug, the system allowed users to create Categories with the same name in the same level of the Catalog tree. Now this bug got fixed.
Fix for a bug when ordering items in Requests' list that was causing the applied filters to get lost.
There was a bug in the system and because of that, the results when searching for Requests couldn't be properly filtered by open or closed requests.
Before this fix, when for some reason an Approval lost all its possible voters, the system stopped working properly. Now, if something like this happens, the Approval gets cancelled and the worflow continues to its next stage.
Version 7.4.2
Jul 29, 2021
Bug Fixes
Performance improvements for the rebuilding of categories indexes.
Fix for a bug that was preventing users to search for knowledge base articles from the request view.
Version 7.4.1
Jul 23, 2021
Bug Fixes
With the Self-Service Portal was released, we'd removed the possibility of filtering by observed Groups and Companies in the Requests section. Now this feature is restored.
Version 7.4.0
Jul 22, 2021
Features and Improvements
Performance improvement for on-premises instances
Before this feature, My Work badges updates were stopped after three minutes of user inactivity. This performance restriction is not necessary for on premise instances, so we removed it.
Error handling for external authentication service unreachable.
When trying to connect to an LDAP service that is unreachable, on the login screen, it was showing "Unknown error". Now, the new message says "The authentication service is not currently available".
New feature for Approvals in Workflows
From now on, you will be able to pause the SLA timer when the workflow is in an Approval stage waiting for it to be accepted or rejected.
New Request Type: Major incident
The main goal of this new request type is to manage the lifecycle of all incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place. In order to handle the incidents related to the Major incident easily, we added a new feature that allows users to propagate the solution of the Major incident to the related requests.
Bug Fixes
From now on, LDAP users won't receive the email to validate their account because they're assumed as valid.
Before this fix, approvals could only be accepted or rejected via API if the user ID 1 was sent as parameter.
Solves a bug that was preventing users from opening attached files with certain characters in their name.
Version 7.3.6
Aug 13, 2021
Bug Fixes
Fix for a bug that was causing the search bar to return no results even if there were requests matching the criteria.
Version 7.3.4
Jul 29, 2021
Bug Fixes
Fix for a bug that was preventing users to search for knowledge base articles from the request view.
Version 7.3.3
Jul 23, 2021
Bug Fixes
With the Self-Service Portal was released, we'd removed the possibility of filtering by observed Groups and Companies in the Requests section. Now this feature is restored.
Version 7.3.2
Jul 22, 2021
Features and Improvements
Performance improvement for on-premises instances
Before this feature, My Work badges updates were stopped after three minutes of user inactivity. This performance restriction is not necessary for on premise instances, so we removed it.
Bug Fixes
From now on, LDAP users won't receive the email to validate their account because they're assumed as valid.
Before this fix, approvals could only be accepted or rejected via API if the user ID 1 was sent as parameter.
Solves a bug that was preventing users from opening attached files with certain characters in their name.
Version 7.3.1
Jul 12, 2021
Bug Fixes
Solves a bug related to emails sent by automated actions.
Version 7.3.0
Jul 8, 2021
Features and Improvements
New integration with Microsoft Teams
Through this new integration, End Users will be able to create requests and review solutions, while Agents will have the possibility of managing all of their assigned requests.
New API endpoint for CI management
Using this new endpoint you will be able to get the ID the CI has in its native source, rather than the one Service Desk assignes to it when relating it to a request.
New fields for exporting Reports
This new feature will allow users to export some new fields regarding agents and customers, such as locations, username and email.
Major improvement in Reports regarding Workflows
From now on, the Reports module will include as dimensions the following Workflow form fields: List, Tree, User, CI, Date, Date and time and Checkbox.
Bug Fixes
Fix for a bug in the LDAP integration when trying to fetch a new user.
Solves a bug with custom fields of type list when they were used in scheduled requests.
Visual fix in the list of CIs in the user's profile.
Version 7.2.7
Jul 29, 2021
Bug Fixes
Fix for a bug that was preventing users to search for knowledge base articles from the request view.
Version 7.2.6
Jul 23, 2021
Bug Fixes
With the Self-Service Portal was released, we'd removed the possibility of filtering by observed Groups and Companies in the Requests section. Now this feature is restored.
Version 7.2.5
Jul 22, 2021
Features and Improvements
Performance improvement for on-premises instances
Before this feature, My Work badges updates were stopped after three minutes of user inactivity. This performance restriction is not necessary for on premise instances, so we removed it.
Bug Fixes
From now on, LDAP users won't receive the email to validate their account because they're assumed as valid.
Before this fix, approvals could only be accepted or rejected via API if the user ID 1 was sent as parameter.
Solves a bug that was preventing users from opening attached files with certain characters in their name.
Version 7.2.4
Jul 12, 2021
Bug Fixes
Solves a bug related to emails sent by automated actions.
Version 7.2.3
Jul 8, 2021
Bug Fixes
Visual fix in the list of CIs in the user's profile.
Version 7.2.2
Jun 30, 2021
Bug Fixes
Fix for a bug in the LDAP integration when trying to sync users.
Version 7.2.1
Jun 28, 2021
Bug Fixes
Fix for a bug in the LDAP integration when trying to fetch a new user.
Solves a bug with custom fields of type list when they were used in scheduled requests.
Fix for a problem in the Self-Service portal with the search bar.
Version 7.2.0
Jun 24, 2021
Bug Fixes
From now on, the source of requests from MS Teams or API won't be editable. This fix also applies to imported requests and scheduled requests.
After upgrading an instance, the installer was opening the Product without checking if it was configurated HTTPS or HTTP. This is a fix for that bug.
Visual fix for the warning message when the license has expired in cloud instances.
Performance improvements in LDAP integration.
Version 7.1.5
Jul 12, 2021
Bug Fixes
Solves a bug related to emails sent by automated actions.
Version 7.1.4
Jul 8, 2021
Bug Fixes
Visual fix in the list of CIs in the user's profile.
Version 7.1.3
Jun 30, 2021
Bug Fixes
Fix for a problem in the Self-Service portal with the search bar.
Version 7.1.2
Jun 24, 2021
Bug Fixes
From now on, the source of requests from MS Teams or API won't be editable. This fix also applies to imported requests and scheduled requests.
After upgrading an instance, the installer was opening the Product without checking if it was configurated HTTPS or HTTP. This is a fix for that bug.
Visual fix for the warning message when the license has expired in cloud instances.
Version 7.1.1
Jun 16, 2021
Bug Fixes
Fix for a bug that was preventing from editing LDAP users.
Version 7.1.0
Jun 15, 2021
Bug Fixes
Solves a problem that was causing workflows to fail when using a CI field set as 'No required'.
Fix for a bug that was preventing to set restricted domains of less that four characters.
VIsual fix for tables in request templates.
This is a fix for a bug that was causing the system logs to get flooded when using SAML authentication.
Visual fix for the My Work section in IE11.
Version 7.0.4
Jun 30, 2021
Bug Fixes
Fix for a problem in the Self-Service portal with the search bar.
Version 7.0.3
Jun 24, 2021
Bug Fixes
From now on, the source of requests from MS Teams or API won't be editable. This fix also applies to imported requests and scheduled requests.
After upgrading an instance, the installer was opening the Product without checking if it was configurated HTTPS or HTTP. This is a fix for that bug.
Visual fix for the warning message when the license has expired in cloud instances.
Version 7.0.2
Jun 15, 2021
Bug Fixes
Solves a problem that was causing workflows to fail when using a CI field set as 'No required'.
Fix for a bug that was preventing to set restricted domains of less that four characters.
VIsual fix for tables in request templates.
This is a fix for a bug that was causing the system logs to get flooded when using SAML authentication.
Version 7.0.1
Jun 10, 2021
Bug Fixes
Visual fix for the My Work section in IE11.
Version 7.0.0
Jun 7, 2021
Features and Improvements
New way of modifying categories from the service catalog
We've added a new feature that will allow you to modify categories uploading a CSV file.
Sevice Desk 7 is finally here!
We're proud to announce that the new Self-Service Portal has been released. This portal is fully customizable and has a brand new search bar allowing your Customers to quickly find the information they need.
Bug Fixes
Solves another issue regarding CI custom fields, but this time when they were used in common requests.
Wording improvements for Configuration Item field in custom fields and Workflows.
Solves a bug that was preventing users from linking CIs to requests from the list of selected items in a CI custom field.
This is a fix for an issue that was allowing users to edit solved requests.
Solves a bug when trying to attach files to a request via API, when the ID of the creator did not correspond to an administrator user.
Solves a problem that was preventing the system to create Workflows when one of its fields made reference to a user with no username (for example, a user created through Google or Microsoft authentication).
Fix for a bug that was causing the order of lists fields to get lost if the field was reused in two or more stages of a Workflow.
Version 6.49.5
Jun 15, 2021
Bug Fixes
Solves a problem that was causing workflows to fail when using a CI field set as 'No required'.
Fix for a bug that was preventing to set restricted domains of less that four characters.
VIsual fix for tables in request templates.
This is a fix for a bug that was causing the system logs to get flooded when using SAML authentication.
Version 6.49.4
Jun 10, 2021
Bug Fixes
Fix for a problem hat was causing Service Desk upgrades to fail when using MSSQL.
Fix for a bug in LDAP settings when using TLS.
Version 6.49.3
Feb 11, 2022
Bug Fixes
Solves another issue regarding CI custom fields, but this time when they were used in common requests.
Wording improvements for Configuration Item field in custom fields and Workflows.
Solves a bug that was preventing users from linking CIs to requests from the list of selected items in a CI custom field.
This is a fix for an issue that was allowing users to edit solved requests.
Solves a bug when trying to attach files to a request via API, when the ID of the creator did not correspond to an administrator user.
Solves a problem that was preventing the system to create Workflows when one of its fields made reference to a user with no username (for example, a user created through Google or Microsoft authentication).
Fix for a bug that was causing the order of lists fields to get lost if the field was reused in two or more stages of a Workflow.
Version 6.49.2
May 28, 2021
Bug Fixes
This is a fix for a bug that was causing the Knowledge Base rebuild getting stuck.
Version 6.49.1
May 21, 2021
Bug Fixes
Solves a bug related to database update
Version 6.48.5
Jun 10, 2021
Bug Fixes
Fix for a problem hat was causing Service Desk upgrades to fail when using MSSQL.
Fix for a bug in LDAP settings when using TLS.
Version 6.48.3
May 28, 2021
Bug Fixes
Solves a bug related to database update
Version 6.48.2
May 17, 2021
Bug Fixes
Solves a problem regarding collaboration requests that was causing the My Work section to fail.
Solves a problem that was preventing SLAs to be correctly updated when a request was not assigned to an agent.
Fix for a bug that was causing the tool to forget which was the last My Work tab the agent was in before leaving that section.
Before this fix, when a user tried to create a request through a forwarded email, the format wasn't correctly parsed.
We've added two new operators and moved four other operators from 'Agent (Position)' to the 'Agent' filter. This change applies to Reports, Dashboards, Views, SLAs and Triggers. Moved filters: 'position contains the text', 'position doesn't contain the te
Solves a problem with the maintenance mode when trying to disable it after an upgrade.
We fixed a bug that was preventing tooltips from showing up on Workflows end stage.
Before this fix, Workflows start and end date fields from the reports were not showing their time.
Solves a bug that was forcing users to modify the subject of the Workflow requests in order to receive suggestions from the Knowledge Base.
Before this fix, when users downloaded a report with a Workflow, containing an uncompleted stage assigned to them, the fields 'Start Date', 'End Date' and 'Approval result' were showing the message 'Restricted Access'.
Before this fix, assets' details from SCCM integration weren't displayed correctly in the software tab.
Version 6.48.1
May 2, 2020
Bug Fixes
Solves a performance issue that was causing the search engine in cloud instances to fail
Version 6.48.0
Apr 30, 2021
Features and Improvements
Improvement in Knowledge Base permissions
From now on, you will be able to easily enable read permission for all users and write permission for all agents (even for those who don't belong to any help desk, group or company). Also, it will be possible to define new combinations, such as write permission for a specific group of agents and read permission for any user. It will still be possible to configure read and write permissions for certain help desks, groups and companies as it was before.
New button to remove selected fields when exporting a report.
Now you can clear all the fields selected in the selector of fields to export.
Bug Fixes
Before this fix, if you created a tree type custom field and changed the items' keys, those keys dissappeared when trying to edit that field.
Solves a problem with the exporting reports feature. Reports with more than 60000 rows were not being sent by email.
Because of this bug, users were being able to create quick requests in categories that weren't leaves despite having in their configuration the selection mode "only the leaves of the category tree" activated.
Version 6.47.4
May 28, 2021
Bug Fixes
Solves a bug related to database update
Version 6.47.3
May 17, 2021
Bug Fixes
Solves a problem regarding collaboration requests that was causing the My Work section to fail.
Solves a problem that was preventing SLAs to be correctly updated when a request was not assigned to an agent.
Fix for a bug that was causing the tool to forget which was the last My Work tab the agent was in before leaving that section.
Before this fix, when a user tried to create a request through a forwarded email, the format wasn't correctly parsed.
We've added two new operators and moved four other operators from 'Agent (Position)' to the 'Agent' filter. This change applies to Reports, Dashboards, Views, SLAs and Triggers. Moved filters: 'position contains the text', 'position doesn't contain the te
Solves a problem with the maintenance mode when trying to disable it after an upgrade.
We fixed a bug that was preventing tooltips from showing up on Workflows end stage.
Before this fix, Workflows start and end date fields from the reports were not showing their time.
Solves a bug that was forcing users to modify the subject of the Workflow requests in order to receive suggestions from the Knowledge Base.
Before this fix, when users downloaded a report with a Workflow, containing an uncompleted stage assigned to them, the fields 'Start Date', 'End Date' and 'Approval result' were showing the message 'Restricted Access'.
Before this fix, assets' details from SCCM integration weren't displayed correctly in the software tab.
Version 6.47.2
Apr 30, 2021
Features and Improvements
New button to remove selected fields when exporting a report.
Now you can clear all the fields selected in the selector of fields to export.
Bug Fixes
Before this fix, if you created a tree type custom field and changed the items' keys, those keys dissappeared when trying to edit that field.
Solves a problem with the exporting reports feature. Reports with more than 60000 rows were not being sent by email.
Because of this bug, users were being able to create quick requests in categories that weren't leaves despite having in their configuration the selection mode "only the leaves of the category tree" activated.
Version 6.47.1
Apr 29, 2021
Bug Fixes
Because of this bug, approvals that required the first answer from a group of people to be accepted or rejected were not working as expected.
Adds some validations to prevent workflows from crashing when exporting a definition from one Service Desk instance to another.
Solves a problem with the search engine that was causing the system to fail when trying to create a request.
Version 6.47.0
Apr 16, 2021
Features and Improvements
From now on, you're going to be able to send through a web service call the username of a request's customer.
New variable for web service calls
For this new version, we've added radio buttons as a field type in body templates.
New field type for body templates
Bug Fixes
Because of this bug, end users weren't able to see the 'Follow/Unfollow' toggle in the request view.
This is a fix for a bug that was causing the Knowledge Base permission rules to not update in the UI when they were changed.
This bug was causing the predefined reports to show requests the user was not allowed to see because they weren't assigned to his or her help desks.
UI validation for empty fields in workflow dynamic lists.
Version 6.46.3
Apr 30, 2021
Features and Improvements
New button to remove selected fields when exporting a report.
Now you can clear all the fields selected in the selector of fields to export.
Bug Fixes
Before this fix, if you created a tree type custom field and changed the items' keys, those keys dissappeared when trying to edit that field.
Solves a problem with the exporting reports feature. Reports with more than 60000 rows were not being sent by email.
Because of this bug, users were being able to create quick requests in categories that weren't leaves despite having in their configuration the selection mode "only the leaves of the category tree" activated.
Version 6.46.2
Apr 22, 2021
Bug Fixes
Because of this bug, approvals that required the first answer from a group of people to be accepted or rejected were not working as expected.
Adds some validations to prevent workflows from crashing when exporting a definition from one Service Desk instance to another.
Version 6.46.1
Apr 16, 2021
Bug Fixes
Because of this bug, end users weren't able to see the 'Follow/Unfollow' toggle in the request view.
This is a fix for a bug that was causing the Knowledge Base permission rules to not update in the UI when they were changed.
This bug was causing the predefined reports to show requests the user was not allowed to see because they weren't assigned to his or her help desks.
UI validation for empty fields in workflow dynamic lists.
Version 6.46.0
Apr 5, 2021
Features and Improvements
New operator for the metric “Requests (With resolution SLA expired)”
From now on, you will be able to use the operator “Percentage” for the metric “Requests (With resolution SLA expired)”
New API calls for rejecting or accepting solution confirmations
We developed two new API calls: '/incident.solution.accept' and '/incident.solution.reject'. The first one allows the user to accept a solution confirmation. In order to accept it, the user can add a comment and rate the solution on a scale of 1 to 5. The second endpoint mentioned above is for rejecting a solution confirmation, being mandatory to add a comment explaining the reason for rejection.
Bug Fixes
Fixes an issue where assigning requests to a helpdesk was failing due to the user not being a manager from that helpdesk.
Solves a bug that was preventing custom approvals to be processed when trying to add observers that were already in the request through automated actions.
Solves some problems regarding the type of permissions asked for the Microsoft Modern Auth authentication method to work. From now on, you won't need to grant email access permissions for the app used for the integration.
Version 6.45.3
Apr 20, 2021
Bug Fixes
Adds some validations to prevent workflows from crashing when exporting a definition from one Service Desk instance to another.
Version 6.45.2
Apr 16, 2021
Bug Fixes
Because of this bug, end users weren't able to see the 'Follow/Unfollow' toggle in the request view.
This is a fix for a bug that was causing the Knowledge Base permission rules to not update in the UI when they were changed.
This bug was causing the predefined reports to show requests the user was not allowed to see because they weren't assigned to his or her help desks.
UI validation for empty fields in workflow dynamic lists.
Version 6.45.1
Apr 5, 2021
Features and Improvements
New operator for the metric “Requests (With resolution SLA expired)”
From now on, you will be able to use the operator “Percentage” for the metric “Requests (With resolution SLA expired)”
Bug Fixes
Fixes an issue where assigning requests to a helpdesk was failing due to the user not being a manager from that helpdesk.
Solves a bug that was preventing custom approvals to be processed when trying to add observers that were already in the request through automated actions.
Version 6.45.0
Mar 19, 2021
Features and Improvements
We've introduced severlal UX and performance enhancements in the manual user import from LDAP integration.
Improvements in LDAP sync
We've added a new endpoint that will allow developers to fetch all the request IDs that match with any view created in the tool.
New API endpoint for request views
Bug Fixes
Fix for the 'in response to' variable in email templates because it did not work well in Cloud instances.
Solves a problem with the format numeric values were imported to Excel. Before this fix, numeric values were parsed as strings.
Our API calls weren't working when the 'Content-Type' header was sent. This is a fix for that bug.
Solves an issue with SLAs reports that were throwing wrong results.
Fix for a bug in the catalog searchbar when creating a new request.
Solves a bug that was preventing list and tree custom fields that had one of their items deleted, to be included in .xls files when exporting a report.
This fix adds a verification for the format of the parameters sent in the helpdesk API call.
Version 6.44.3
Apr 5, 2021
Features and Improvements
New operator for the metric “Requests (With resolution SLA expired)”
From now on, you will be able to use the operator “Percentage” for the metric “Requests (With resolution SLA expired)”
Bug Fixes
Fixes an issue where assigning requests to a helpdesk was failing due to the user not being a manager from that helpdesk.
Solves a bug that was preventing custom approvals to be processed when trying to add observers that were already in the request through automated actions.
Version 6.44.2
Mar 19, 2021
Features and Improvements
We've added a new endpoint that will allow developers to fetch all the request IDs that match with any view created in the tool.
New API endpoint for request views
Bug Fixes
Fix for the 'in response to' variable in email templates because it did not work well in Cloud instances.
Our API calls weren't working when the 'Content-Type' header was sent. This is a fix for that bug.
Solves an issue with SLAs reports that were throwing wrong results.
Fix for a bug in the catalog searchbar when creating a new request.
Solves a bug that was preventing list and tree custom fields that had one of their items deleted, to be included in .xls files when exporting a report.
This fix adds a verification for the format of the parameters sent in the helpdesk API call.
Version 6.44.1
Mar 11, 2021
Bug Fixes
Fixes a bug that was preventing users from logging in to the System after managing users' licenses.
Version 6.44.0
Mar 5, 2021
Features and Improvements
New way of getting Groups and Companies through Service Desk API
We've added the optional parameter 'name' to the GET method for the 'groups' and 'companies' endpoints. This way, Service Desk will retrieve all Companies or Groups whose names match exactly with the keyword sent under this parameter.
New feature for moving a location from its parent to another.
From now on, you will be able to move a location to another parent. This is really useful for big customers that have many locations that change dynamically.
New filter and dimension: Agent's position
We've added the Agent's position as a filter and dimension for Request Reports, Dashboards and Views. .
Bug Fixes
Fix for a bug that was causing the Historical Backlog Dashboard to consider the request import date instead of the creation date, only for requests that were imported into the system.
There was a visual bug in the request view for End Users that was causing a scrollbar to appear even when not needed. This is the fix for that bug.
Fixed: The secondary email was imported with the protocol as prefix when mapped from LDAP ProxyAddresses field.
From now on, when importing requests through a CSV file the email addresses will no longer be case sensitive to avoid duplicates.
Solves a bug that was preventing from connecting to Remote Desktop through the Assets integration.
Fix for a visual bug when displaying assignment rules in Catalog settings.
Fixed: users were able to reject requests that were already closed or rejected.
Before this fix, if you wanted to blank any user property, that change wouldn't be saved.
Version 6.43.3
Mar 19, 2021
Features and Improvements
We've added a new endpoint that will allow developers to fetch all the request IDs that match with any view created in the tool.
New API endpoint for request views
Bug Fixes
Fix for the 'in response to' variable in email templates because it did not work well in Cloud instances.
Our API calls weren't working when the 'Content-Type' header was sent. This is a fix for that bug.
Solves an issue with SLAs reports that were throwing wrong results.
Fix for a bug in the catalog searchbar when creating a new request.
Solves a bug that was preventing list and tree custom fields that had one of their items deleted, to be included in .xls files when exporting a report.
This fix adds a verification for the format of the parameters sent in the helpdesk API call.
Version 6.43.2
Mar 11, 2021
Bug Fixes
Fixes a bug that was preventing users from logging in to the System after managing users' licenses.
Version 6.43.1
Mar 5, 2021
Bug Fixes
Fix for a bug that was causing the Historical Backlog Dashboard to consider the request import date instead of the creation date, only for requests that were imported into the system.
There was a visual bug in the request view for End Users that was causing a scrollbar to appear even when not needed. This is the fix for that bug.
Fixed: The secondary email was imported with the protocol as prefix when mapped from LDAP ProxyAddresses field.
From now on, when importing requests through a CSV file the email addresses will no longer be case sensitive to avoid duplicates.
Solves a bug that was preventing from connecting to Remote Desktop through the Assets integration.
Fix for a visual bug when displaying assignment rules in Catalog settings.
Fixed: users were able to reject requests that were already closed or rejected.
Before this fix, if you wanted to blank any user property, that change wouldn't be saved.
Version 6.43.0
Feb 18, 2021
Features and Improvements
New parameter for kb.articles API call
From now on, PUT and POST methods of the kb.articles call will include a parameter called 'description' that will contain the article description.
New way of getting locations through Service Desk API
We've added 'locations' to the GET method for 'users.groups' endpoint. This way, Service Desk will retrieve all the locations that match with the user IDs sent as a parameter.
Bug Fixes
There was a bug in workflow emails that was causing attached files to be sent with a wrong link, so they could not be open. This is the fix for that bug.
Fix for a bug that was causing users that were disabled in LDAP server to remain enabled in Service Desk even after running the synchronization.
Solves a problem when editing a date custom field in a request, that cause the request history to show that all fields were modified when it was only one of them.
Version 6.42.4
Mar 11, 2021
Bug Fixes
Fixes a bug that was preventing users from logging in to the System after managing users' licenses.
Version 6.42.3
Mar 5, 2021
Bug Fixes
Fix for a bug that was causing the Historical Backlog Dashboard to consider the request import date instead of the creation date, only for requests that were imported into the system.
There was a visual bug in the request view for End Users that was causing a scrollbar to appear even when not needed. This is the fix for that bug.
Fixed: The secondary email was imported with the protocol as prefix when mapped from LDAP ProxyAddresses field.
From now on, when importing requests through a CSV file the email addresses will no longer be case sensitive to avoid duplicates.
Solves a bug that was preventing from connecting to Remote Desktop through the Assets integration.
Fix for a visual bug when displaying assignment rules in Catalog settings.
Fixed: users were able to reject requests that were already closed or rejected.
Before this fix, if you wanted to blank any user property, that change wouldn't be saved.
Version 6.42.2
Feb 18, 2021
Bug Fixes
There was a bug in workflow emails that was causing attached files to be sent with a wrong link, so they could not be open. This is the fix for that bug.
Fix for a bug that was causing users that were disabled in LDAP server to remain enabled in Service Desk even after running the synchronization.
Solves a problem when editing a date custom field in a request, that cause the request history to show that all fields were modified when it was only one of them.
Version 6.42.1
Feb 8, 2021
Bug Fixes
Fix for a bug that caused Service Desk API documentation to stop working.
Fix for a pagination bug when fetching users from the LDAP server.
This is a fix for a bug that was causing that newly created requests remained in the Open status even when they were unissigned. The correct status for these requests is New.
This is a fix for a bug that was causing date and time fields to be shown four hours ahead of their corresponding value.
There was a bug in the system that was causing the option 'Email attachments' in workflows to be ignored, and files were always sent as a link regardless this configuration.
Solves a problem regarding email recipients in workflows.
Cache fix that prevents translation issues from happening.
Version 6.42.0
Feb 4, 2021
Bug Fixes
Solves an issue that was preventing the system from download reports using CSV format.
This is the fix for a bug that was causing errors when a user with Service Desk set in Deustch would try to log working time.
Solves a problem that was preventing users from deleting attached files from Knowledge Base articles.
This bug caused Custom Fields default values not to be saved when requests were edited.
Service Desk login screen returns HTTP request code 401 when the correct code is 200. This is the fix for that bug.
This is the fix for a bug that was causing errors in SLA reports when a request has an expired SLA.
This is the fix for a bug that occurred when Service Desk validated date and time Custom Fields.
Fixes a bug that was preventing agents from removing options of a tree Custom Field when editing a request.
Before this fix, the conditional "does not belong to group" from SLAs configurations was not working when the customer was an End User.
Version 6.41.5
Feb 18, 2021
Bug Fixes
There was a bug in workflow emails that was causing attached files to be sent with a wrong link, so they could not be open. This is the fix for that bug.
Fix for a bug that was causing users that were disabled in LDAP server to remain enabled in Service Desk even after running the synchronization.
Solves a problem when editing a date custom field in a request, that cause the request history to show that all fields were modified when it was only one of them.
Version 6.41.4
Feb 8, 2020
Bug Fixes
Fix for a bug that caused Service Desk API documentation to stop working.
Fix for a pagination bug when fetching users from the LDAP server.
This is a fix for a bug that was causing that newly created requests remained in the Open status even when they were unissigned. The correct status for these requests is New.
This is a fix for a bug that was causing date and time fields to be shown four hours ahead of their corresponding value.
There was a bug in the system that was causing the option 'Email attachments' in workflows to be ignored, and files were always sent as a link regardless this configuration.
Solves a problem regarding email recipients in workflows.
Cache fix that prevents translation issues from happening.
Version 6.41.3
Feb 4, 2021
Bug Fixes
Solves an issue that was preventing the system from download reports using CSV format.
This is the fix for a bug that was causing errors when a user with Service Desk set in Deustch would try to log working time.
Solves a problem that was preventing users from deleting attached files from Knowledge Base articles.
This bug caused Custom Fields default values not to be saved when requests were edited.
Service Desk login screen returns HTTP request code 401 when the correct code is 200. This is the fix for that bug.
This is the fix for a bug that was causing errors in SLA reports when a request has an expired SLA.
This is the fix for a bug that occurred when Service Desk validated date and time Custom Fields.
Fixes a bug that was preventing agents from removing options of a tree Custom Field when editing a request.
Before this fix, the conditional "does not belong to group" from SLAs configurations was not working when the customer was an End User.
Version 6.41.2
Feb 1, 2021
Bug Fixes
Fixes a bug that was preventing from sending emails to recipients defined as variables in workflows
Version 6.41.1
Jan 26, 2021
Bug Fixes
Solves an issue that was preventing the system from download reports using CSV format.
Version 6.41.0
Jan 21, 2021
Features and Improvements
New way of getting Help Desks through Service Desk API
We've added the optional parameter 'name' to the GET method for the 'helpdesks' endpoint. This way, Service Desk will retrieve all Help Desks whose name match exactly with the keyword sent under this parameter.
New operator for Locations in assignment rules
From now on, you will be able to select 'is (or depends on)' as a comparison operator when using Locations in conditions for Categories assigment rules.
UX improvements in Request view
We've added a scrollbar when a comment or description is too long, and a 'Back to top' button that will allow users to go back to the upper part of the screen.
UX improvement for Approvals and Time Tracking
From now on, Service Desk is going to show an alert when trying to ask for an Approval or log Working Time if you have previously written an unsent comment, so you won't lose it.
New variable for Email templates
We've added a new variable to Email templates that would allow you to send a download link for each file that was attached to the Request description. Before this feature was released, you could only send those files that were attached to replies.
Bug Fixes
When a Task stage in Workflows was dynamically assigned to an agent who wasn’t a member of the responsible Help Desk, he or she wasn’t able to complete it.
Before this fix, if you erased a Workflow that was associated to a Category, then you wouldn't be able to assign that category to another Workflow or Help Desk.
This is a fix for a bug that was causing emails sent from Service Desk to contain the 'Please reply above this line' phrase even when the option that allows users to answer those emails was disabled.
Visual fix for email recipients in Workflows.
Some UX fixes for Help Desk and Category trees in the Config section.
Version 6.40.6
Feb 8, 2021
Bug Fixes
Fix for a bug that caused Service Desk API documentation to stop working.
Fix for a pagination bug when fetching users from the LDAP server.
This is a fix for a bug that was causing that newly created requests remained in the Open status even when they were unissigned. The correct status for these requests is New.
This is a fix for a bug that was causing date and time fields to be shown four hours ahead of their corresponding value.
There was a bug in the system that was causing the option 'Email attachments' in workflows to be ignored, and files were always sent as a link regardless this configuration.
Solves a problem regarding email recipients in workflows.
Cache fix that prevents translation issues from happening.
Version 6.40.5
Feb 4, 2021
Bug Fixes
Solves an issue that was preventing the system from download reports using CSV format.
This is the fix for a bug that was causing errors when a user with Service Desk set in Deustch would try to log working time.
Solves a problem that was preventing users from deleting attached files from Knowledge Base articles.
This bug caused Custom Fields default values not to be saved when requests were edited.
Service Desk login screen returns HTTP request code 401 when the correct code is 200. This is the fix for that bug.
This is the fix for a bug that was causing errors in SLA reports when a request has an expired SLA.
This is the fix for a bug that occurred when Service Desk validated date and time Custom Fields.
Fixes a bug that was preventing agents from removing options of a tree Custom Field when editing a request.
Before this fix, the conditional "does not belong to group" from SLAs configurations was not working when the customer was an End User.
Version 6.40.4
Feb 1, 2021
Bug Fixes
Fixes a bug that was preventing from sending emails to recipients defined as variables in workflows
Version 6.40.3
Jan 26, 2021
Bug Fixes
Solves an issue that was preventing the system from download reports using CSV format.
Version 6.40.2
Jan 22, 2021
Bug Fixes
When a Task stage in Workflows was dynamically assigned to an agent who wasn’t a member of the responsible Help Desk, he or she wasn’t able to complete it.
Before this fix, if you erased a Workflow that was associated to a Category, then you wouldn't be able to assign that category to another Workflow or Help Desk.
This is a fix for a bug that was causing emails sent from Service Desk to contain the 'Please reply above this line' phrase even when the option that allows users to answer those emails was disabled.
Visual fix for email recipients in Workflows.
Some UX fixes for Help Desk and Category trees in the Config section.
Version 6.40.1
Jan 14, 2021
Bug Fixes
Improvements in Workflow editing.
Version 6.40.0
Jan 7, 2021
Features and Improvements
API calls for Locations management
We developed two new API calls: '/locations' where you can get and create locations, and '/locations.users' that allows you to add and remove users from a location.
Tracking of CI relations in the request history
Every time a CI is linked or unlinked to a request, a new entry will be created in the request's history.
New 'in_response_to' variable for 'New answer/comment' email template
'New answer/comment' email notifications will show the comment that is being replied to by using the new 'in_response_to' variable. This way, you can give more context about what is being discussed in the request.
Workflow fields in scheduled reports
With this new feature, you will be able to export Workflow fields in scheduled reports.
Taking advantage of users' secondary email.
Users' secondary email will be taken into account for user matching when an email is being processed.
New 'Author' variable in Workflows and automated actions
From now on, you will be able to use the 'Author' variable in Workflows and automated actions to indicate the creator of a request.
Bug Fixes
Fixes an issue with the PUT method from the 'incident' API call that was preventing from modifying the request's customer.
Before solving this bug, the Workflow API call was not being executed when sending an array parameter in JSON format.
Solves a bug when exporting a report with multiple-value fields that was creating an additional row for each of these values. Now they are being grouped in a single row, separated by commas.
Fixes a bug that was preventing automated actions to trigger when they had more than one web service call related.
Before applying this fix, if you deleted a manager in Active Directory the change was not being synced with Service Desk.
Solves a bug that was displaying custom CIs type from Insight integration as 'unknown' in the requests.
Before this fix, when exporting a view to .XLS the order of the columns was not always the same.
By applying this fix, all 'Date and time' fields will be exported considering the language of the user who is downloading the file or System's language if it is a scheduled report.
Fixes a bug that was preventing from sending emails that contain ‘Date and time’ fields within a Workflow.
Fix for an issue that was making the browser getting stuck when submitting an approval and there was a text written in the comment box.
Version 6.39.7
Feb 1, 2021
Bug Fixes
Fixes a bug that was preventing from sending emails to recipients defined as variables in workflows
Version 6.39.6
Jan 26, 2021
Bug Fixes
Solves an issue that was preventing the system from download reports using CSV format.
Version 6.39.5
Jan 21, 2021
Bug Fixes
When a Task stage in Workflows was dynamically assigned to an agent who wasn’t a member of the responsible Help Desk, he or she wasn’t able to complete it.
Before this fix, if you erased a Workflow that was associated to a Category, then you wouldn't be able to assign that category to another Workflow or Help Desk.
This is a fix for a bug that was causing emails sent from Service Desk to contain the 'Please reply above this line' phrase even when the option that allows users to answer those emails was disabled.
Visual fix for email recipients in Workflows.
Some UX fixes for Help Desk and Category trees in the Config section.
Version 6.39.4
Jan 14, 2021
Bug Fixes
Improvements in Workflow editing.
Version 6.39.3
Jan 8, 2021
Bug Fixes
Fixes an issue related to workflows edition
Version 6.39.2
Jan 7, 2021
Bug Fixes
Fixes an issue with the PUT method from the 'incident' API call that was preventing from modifying the request's customer.
Before solving this bug, the Workflow API call was not being executed when sending an array parameter in JSON format.
Solves a bug when exporting a report with multiple-value fields that was creating an additional row for each of these values. Now they are being grouped in a single row, separated by commas.
Fixes a bug that was preventing automated actions to trigger when they had more than one web service call related.
Before applying this fix, if you deleted a manager in Active Directory the change was not being synced with Service Desk.
Solves a bug that was displaying custom CIs type from Insight integration as 'unknown' in the requests.
Before this fix, when exporting a view to .XLS the order of the columns was not always the same.
By applying this fix, all 'Date and time' fields will be exported considering the language of the user who is downloading the file or System's language if it is a scheduled report.
Fixes a bug that was preventing from sending emails that contain ‘Date and time’ fields within a Workflow.
Fix for an issue that was making the browser getting stuck when submitting an approval and there was a text written in the comment box.
Version 6.39.1
Dec 28, 2020
Bug Fixes
Solves an issue with LDAP OU parsing.
Version 6.39.0
Dec 18, 2020
Features and Improvements
From now on, you will be able to use the Request ID as a dimension and filter in Intervals Reports. This can be useful to group intervals by certain requests.
New dimension in Intervals Reports
Bug Fixes
Solves a problem that was causing dates in reports to be different from actual date fields in Workflows.
There was a problem when clicking on the 'Source' button in workflow emails: the body got erased. This fix solves that issue.
This fix solves a bug that was causing the system not to recognize if two emails were the same one regardless the use of capital letters. Thus, the system tried to create the same user twice and it failed.
Service Desk was failing when trying to import two categories that have the same name but different parent.
Changes in options from shared tree custom fields wasn't applied to the workflow that used them unless you delete the field and add it again to the form. This is the fix for that bug.
Portuguese translations weren't correctly applied to categories when exporting them to and XLS file through reports. The problem was that Service Desk only exported the root of the hierarchy instead of the complete branch.
Fix for a bug that was preventing files to be attached when they came from another email response.
Version 6.38.6
Jan 14, 2021
Bug Fixes
Improvements in Workflow editing.
Version 6.38.5
Jan 8, 2020
Bug Fixes
Fixes an issue related to workflows edition
Version 6.38.4
Jan 7, 2021
Bug Fixes
Fixes an issue with the PUT method from the 'incident' API call that was preventing from modifying the request's customer.
Before solving this bug, the Workflow API call was not being executed when sending an array parameter in JSON format.
Solves a bug when exporting a report with multiple-value fields that was creating an additional row for each of these values. Now they are being grouped in a single row, separated by commas.
Fixes a bug that was preventing automated actions to trigger when they had more than one web service call related.
Before applying this fix, if you deleted a manager in Active Directory the change was not being synced with Service Desk.
Solves a bug that was displaying custom CIs type from Insight integration as 'unknown' in the requests.
Before this fix, when exporting a view to .XLS the order of the columns was not always the same.
By applying this fix, all 'Date and time' fields will be exported considering the language of the user who is downloading the file or System's language if it is a scheduled report.
Fixes a bug that was preventing from sending emails that contain ‘Date and time’ fields within a Workflow.
Fix for an issue that was making the browser getting stuck when submitting an approval and there was a text written in the comment box.
Version 6.38.3
Dec 28, 2020
Bug Fixes
Solves an issue with LDAP OU parsing.
Version 6.38.2
Dec 18, 2020
Bug Fixes
Solves a problem that was causing dates in reports to be different from actual date fields in Workflows.
There was a problem when clicking on the 'Source' button in workflow emails: the body got erased. This fix solves that issue.
This fix solves a bug that was causing the system not to recognize if two emails were the same one regardless the use of capital letters. Thus, the system tried to create the same user twice and it failed.
Service Desk was failing when trying to import two categories that have the same name but different parent.
Changes in options from shared tree custom fields wasn't applied to the workflow that used them unless you delete the field and add it again to the form. This is the fix for that bug.
Portuguese translations weren't correctly applied to categories when exporting them to and XLS file through reports. The problem was that Service Desk only exported the root of the hierarchy instead of the complete branch.
Fix for a bug that was preventing files to be attached when they came from another email response.
Version 6.38.1
Dec 9, 2020
Bug Fixes
There was a bug in the system that was causing LDAP sync to take into account every OU in the specified hierarchy. For example, if you wrote in the OUs field 'OU=Users.OU=New York', Service Desk would sync users from New York and from Users, when it shoul
A few releases before, we've added a new feature that allowed you to register new users from LDAP when a specific condition was enabled. There was a bug in that feature, and this fix solves it.
Version 6.37.6
Dec 28, 2020
Bug Fixes
Solves an issue with LDAP OU parsing.
Version 6.37.5
Dec 18, 2020
Bug Fixes
Solves a problem that was causing dates in reports to be different from actual date fields in Workflows.
There was a problem when clicking on the 'Source' button in workflow emails: the body got erased. This fix solves that issue.
This fix solves a bug that was causing the system not to recognize if two emails were the same one regardless the use of capital letters. Thus, the system tried to create the same user twice and it failed.
Service Desk was failing when trying to import two categories that have the same name but different parent.
Changes in options from shared tree custom fields wasn't applied to the workflow that used them unless you delete the field and add it again to the form. This is the fix for that bug.
Portuguese translations weren't correctly applied to categories when exporting them to and XLS file through reports. The problem was that Service Desk only exported the root of the hierarchy instead of the complete branch.
Fix for a bug that was preventing files to be attached when they came from another email response.
Version 6.37.4
Dec 4, 2020
Bug Fixes
There was a bug in the system that was causing LDAP sync to take into account every OU in the specified hierarchy. For example, if you wrote in the OUs field 'OU=Users.OU=New York', Service Desk would sync users from New York and from Users, when it shoul
A few releases before, we've added a new feature that allowed you to register new users from LDAP when a specific condition was enabled. There was a bug in that feature, and this fix solves it.
Version 6.37.2
Nov 20, 2020
Bug Fixes
In some specific conditions, incoming emails were treated as new request when in fact, they were answers to existing requests.
Version 6.37.1
Nov 17, 2020
Bug Fixes
Solves some bugs that was preventing the system to send emails to external user and other issues on adding comments from replying mails.
Version 6.37.0
Nov 13, 2020
Features and Improvements
New filter and dimension for Reports, Dashboards and Views
We've added the Workflow to which a request is related as a dimension and as a filter, so getting all the requests associated to a particular Workflow is much easier.
Bug Fixes
This bug was preventing end users to add observers to their requests even when the corresponding option was enabled.
Visual fixes for some buttons in Safari.
The PUT method for the API call 'incident' was ignoring the 'title' parameter when the request was associated to a Workflow.
This fix solves an issue when rejecting an approval in workflows, that was causing the system to ignore the assignment rules of the next stage.
When the option that allows end users to add observers was disabled, agents couldn't add observers either. This fix solves that problem.
When the option 'All the items of the category tree' for the catalog mode selection was enabled, the system was not taking into account some visibility rules causing that some users could see categories they were not supposed to see.
This bug was causing some inconsistencies in Reports when combining the Agent, Year of creation and Month of creation dimensions.
Solves a bug that was causing webservice calls to send variables in the URL when the JSON format was selected.
Version 6.36.7
Dec 4, 2020
Bug Fixes
There was a bug in the system that was causing LDAP sync to take into account every OU in the specified hierarchy. For example, if you wrote in the OUs field 'OU=Users.OU=New York', Service Desk would sync users from New York and from Users, when it shoul
A few releases before, we've added a new feature that allowed you to register new users from LDAP when a specific condition was enabled. There was a bug in that feature, and this fix solves it.
Version 6.36.5
Nov 20, 2020
Bug Fixes
In some specific conditions, incoming emails were treated as new request when in fact, they were answers to existing requests.
Version 6.36.4
Nov 17, 2020
Bug Fixes
Solves some bugs that was preventing the system to send emails to external user and other issues on adding comments from replying mails.
Version 6.36.3
Nov 13, 2020
Bug Fixes
This bug was preventing end users to add observers to their requests even when the corresponding option was enabled.
The PUT method for the API call 'incident' was ignoring the 'title' parameter when the request was associated to a Workflow.
This fix solves an issue when rejecting an approval in workflows, that was causing the system to ignore the assignment rules of the next stage.
When the option that allows end users to add observers was disabled, agents couldn't add observers either. This fix solves that problem.
When the option 'All the items of the category tree' for the catalog mode selection was enabled, the system was not taking into account some visibility rules causing that some users could see categories they were not supposed to see.
This bug was causing some inconsistencies in Reports when combining the Agent, Year of creation and Month of creation dimensions.
Solves a bug that was causing webservice calls to send variables in the URL when the JSON format was selected.
Version 6.36.2
Nov 13, 2020
Bug Fixes
Solves a bug that was preventing the system to send any email to external users.
Version 6.36.1
Nov 4, 2020
Bug Fixes
Solves a bug that was preventing users to log in after they were sinchronized against LDAP, because of an error in the attribute mapping of the email field.
Version 6.36.0
Oct 19, 2020
Features and Improvements
New variable for Mention email template
Thanks to this new feature, Mention email notifications will have the comment you were mentioned in as a new variable. This way, you can give more context about what's needed from the mentioned user.
Bug Fixes
Fix for a UX bug that was causing the system to scroll up in a weird way when you choose the option 'Reply and solve' in the Reply shortcuts menu.
Solves a bug that was preventing the system to save email recipients in SLA automated actions.
This bug caused Tasks stages from Workflows to remain unassigned when in fact they should be assigned to a user that was previously defined in a User type form field.
Fix for a bug when trying to automatically reopen a helpdesk after a holiday.
This is a fix for a bug that was causing to show in the request history an assignment that was never made after the execution of two Web Service calls in a row, for Workflows.
Solves some format inconsistencies between different dates that may be exported in reports.
Solves a problem when exporting the initial and end dates for workflow stages. They were exported in UTC timezone, ignoring the timezone chosen by the user who performed the export.
Version 6.35.7
Nov 20, 2020
Bug Fixes
In some specific conditions, incoming emails were treated as new request when in fact, they were answers to existing requests.
Version 6.35.6
Nov 17, 2020
Bug Fixes
Solves some bugs that was preventing the system to send emails to external user and other issues on adding comments from replying mails.
Version 6.35.5
Nov 13, 2020
Bug Fixes
This bug was preventing end users to add observers to their requests even when the corresponding option was enabled.
The PUT method for the API call 'incident' was ignoring the 'title' parameter when the request was associated to a Workflow.
This fix solves an issue when rejecting an approval in workflows, that was causing the system to ignore the assignment rules of the next stage.
When the option that allows end users to add observers was disabled, agents couldn't add observers either. This fix solves that problem.
When the option 'All the items of the category tree' for the catalog mode selection was enabled, the system was not taking into account some visibility rules causing that some users could see categories they were not supposed to see.
This bug was causing some inconsistencies in Reports when combining the Agent, Year of creation and Month of creation dimensions.
Solves a bug that was causing webservice calls to send variables in the URL when the JSON format was selected.
Version 6.35.4
Nov 13, 2020
Bug Fixes
Solves a bug that was preventing the system to send any email to external users.
Version 6.35.3
Nov 4, 2020
Bug Fixes
Solves a bug that was preventing users to log in after they were sinchronized against LDAP, because of an error in the attribute mapping of the email field.
Version 6.35.2
Oct 29, 2020
Bug Fixes
Fix for a UX bug that was causing the system to scroll up in a weird way when you choose the option 'Reply and solve' in the Reply shortcuts menu.
Solves a bug that was preventing the system to save email recipients in SLA automated actions.
This bug caused Tasks stages from Workflows to remain unassigned when in fact they should be assigned to a user that was previously defined in a User type form field.
Fix for a bug when trying to automatically reopen a helpdesk after a holiday.
This is a fix for a bug that was causing to show in the request history an assignment that was never made after the execution of two Web Service calls in a row, for Workflows.
Solves some format inconsistencies between different dates that may be exported in reports.
Solves a problem when exporting the initial and end dates for workflow stages. They were exported in UTC timezone, ignoring the timezone chosen by the user who performed the export.
Version 6.35.1
Oct 22, 2020
Features and Improvements
Visual fix for colours in Dashboards
From now on, Dashboard colours won't be randonmly selected. Each time you open a Dashboard, wou'll see the same colour for a specific property.
New features for LDAP Integration
We've improved our LDAP Integration by adding two new options. One of them allows new users to be automatically imported, so you won't need to do it manually anymore. The second one is about users that are not longer part of the directory service. For end users, they will be disabled. And for agents, they won't be disabled but Admins will see in the users list that there is an inconsistency between the status of the user in LDAP and Service Desk. Of course, the default behaviour will remain and if you don't want to use this new feature, you don't have to make any changes to your current settings.
Version 6.35.0
Oct 15, 2020
Features and Improvements
New parameter for incident.relate.ci.by.keyword API call
From now on, API users will be able to define if the search the system does for relating a CI to a request must be exact or not. This new parameter it's called 'exact_match' and it's optional. For futher information, please visit our Service Desk Developer Manual.
Text and number custom fields now available as dimensions and filters
This new feature allow users to define reports, dashboards and views using custom fields of type text and number as filters and dimensions.
New variables for email templates.
From now on, those email templates related to requests notifications will include the customer's groups and companies as variables. Default templates were not modified.
Tasks visibility for end users in Workflows
We've added a new option to Tasks stages in Workflows that will allow you to define if you want your end users to see the completion of the tasks from that stage. Before this feature, tasks were completely invisible for this kind of users, so they couldn't get informed about the progress of the stage.
New options for scheduled requests frequency
This is a new feature that adds a bunch of new options to the frequency settings for scheduled requests. For example, you will be able to define that a scheduled request must be triggered on the first Monday of each month or every year on the 15th of July.
New way for generating reports
This new feature allows users to define the format of the file to download when exporting a list of requests and if they want that file to be directly downloaded or sent by email. If the report is very big, the direct download option won't be enabled so you will have to get the report by email. Before this feature, if you tried to download a big report, the system would failed and crash.
Bug Fixes
Solves a bug that was preventing users to create requests when a SLA should be applied. This SLA was defined with a condition that could not be evaluated, and this was causing that error.
This issue was generating a lot of unnecessary logs when the list of related assets in a request was empty.
Because of this bug, when an LDAP user was chenged from one OU to another, they could not enter the system again.
Fix for a problem when trying to delete attached images from Knowledge Base articles.
Solves a bug that was causing dashboards to show negative first response times when two requests were merged.
This is a performance enhancement needed when exporting a very large amount of users. Besides, from now on this file will be downloaded in CSV format.
Version 6.34.3
Oct 29, 2020
Bug Fixes
Solves a bug that was preventing the system to save email recipients in SLA automated actions.
This bug caused Tasks stages from Workflows to remain unassigned when in fact they should be assigned to a user that was previously defined in a User type form field.
Fix for a bug when trying to automatically reopen a helpdesk after a holiday.
This is a fix for a bug that was causing to show in the request history an assignment that was never made after the execution of two Web Service calls in a row, for Workflows.
Solves some format inconsistencies between different dates that may be exported in reports.
Solves a problem when exporting the initial and end dates for workflow stages. They were exported in UTC timezone, ignoring the timezone chosen by the user who performed the export.
Version 6.34.2
Oct 15, 2020
Features and Improvements
New parameter for incident.relate.ci.by.keyword API call
From now on, API users will be able to define if the search the system does for relating a CI to a request must be exact or not. This new parameter it's called 'exact_match' and it's optional. For futher information, please visit our Service Desk Developer Manual.
Bug Fixes
Solves a bug that was preventing users to create requests when a SLA should be applied. This SLA was defined with a condition that could not be evaluated, and this was causing that error.
This issue was generating a lot of unnecessary logs when the list of related assets in a request was empty.
Because of this bug, when an LDAP user was chenged from one OU to another, they could not enter the system again.
Fix for a problem when trying to delete attached images from Knowledge Base articles.
Solves a bug that was causing dashboards to show negative first response times when two requests were merged.
This is a performance enhancement needed when exporting a very large amount of users. Besides, from now on this file will be downloaded in CSV format.
Version 6.34.1
Oct 14, 2020
Bug Fixes
Solves a bug related to database update
Version 6.34.0
Oct 1, 2020
Bug Fixes
Solves a bug that was causing some troubles with the diferent languages in which Service Desk can show notifications. Sometimes, notifications where shown in Portuguese when the correct language whas Spanish.
This fix improves some German translations in Service Desk.
Solves a problem that was preventing users from changing the category of a request before creating it, using the breadcrumb in the top section of the form.
Solves an issue that was causing our incident API call to erase the content of custom fields when users didn't send them as parameters for the PUT method.
This fix solves some problems when agents tried to change attributes from tasks in requests where said user was the customer. For example, trying to change a task's description caused the system to crash if you were the customer of that request.
Before this fix, users were not able to see which CIs where linked to a request using the mobile version of Service Desk.
Performance improvements when calculating the amount of unread notifications. This generated a lot of unnecessary overload and now Service Desk gets this number in a more efficient way.
Before this fix, if you clicked two times on an approval link in an email notification, Service Desk redirected you to the home screen and not to the corresponding request. Now you can see the request regardless the amount of times you click this link.
Because of this bug, Service Desk was showing incorrect information about the waiting status of workflows in views and requests. For example, a view that includes a workflow shows that this workflow is waiting for the agent when it's currently waiting for
In some special situations, LDAP sync failed to fetch some users and the whole synchronization was interrupted.
This is a fix for a bug that was causing errors when calculating the next time a scheduled ticket had to be triggered, when the system was configured under some special timezones, such as US/EASTERN.
Solves a bug that was preventing Service Desk to correctly assign requests when its help desk working hours began on one day and finished on the next. In this case, requests remained unassigned.
From now on, the popup that allows users to relate one request to another will order search results by status and creation date. Before this fix, there was no ordering criteria.
Version 6.33.5
Oct 15, 2020
Features and Improvements
New parameter for incident.relate.ci.by.keyword API call
From now on, API users will be able to define if the search the system does for relating a CI to a request must be exact or not. This new parameter it's called 'exact_match' and it's optional. For futher information, please visit our Service Desk Developer Manual.
Bug Fixes
Solves a bug that was preventing users to create requests when a SLA should be applied. This SLA was defined with a condition that could not be evaluated, and this was causing that error.
This issue was generating a lot of unnecessary logs when the list of related assets in a request was empty.
Because of this bug, when an LDAP user was chenged from one OU to another, they could not enter the system again.
Fix for a problem when trying to delete attached images from Knowledge Base articles.
Solves a bug that was causing dashboards to show negative first response times when two requests were merged.
This is a performance enhancement needed when exporting a very large amount of users. Besides, from now on this file will be downloaded in CSV format.
Version 6.33.4
Oct 14, 2020
Bug Fixes
Solves a bug related to database update
Version 6.33.3
Oct 1, 2020
Bug Fixes
Solves a bug that was causing some troubles with the diferent languages in which Service Desk can show notifications. Sometimes, notifications where shown in Portuguese when the correct language whas Spanish.
Solves a problem that was preventing users from changing the category of a request before creating it, using the breadcrumb in the top section of the form.
Solves an issue that was causing our incident API call to erase the content of custom fields when users didn't send them as parameters for the PUT method.
This fix solves some problems when agents tried to change attributes from tasks in requests where said user was the customer. For example, trying to change a task's description caused the system to crash if you were the customer of that request.
Before this fix, users were not able to see which CIs where linked to a request using the mobile version of Service Desk.
Before this fix, if you clicked two times on an approval link in an email notification, Service Desk redirected you to the home screen and not to the corresponding request. Now you can see the request regardless the amount of times you click this link.
Because of this bug, Service Desk was showing incorrect information about the waiting status of workflows in views and requests. For example, a view that includes a workflow shows that this workflow is waiting for the agent when it's currently waiting for
In some special situations, LDAP sync failed to fetch some users and the whole synchronization was interrupted.
This is a fix for a bug that was causing errors when calculating the next time a scheduled ticket had to be triggered, when the system was configured under some special timezones, such as US/EASTERN.
Solves a bug that was preventing Service Desk to correctly assign requests when its help desk working hours began on one day and finished on the next. In this case, requests remained unassigned.
From now on, the popup that allows users to relate one request to another will order search results by status and creation date. Before this fix, there was no ordering criteria.
Version 6.33.2
Sep 22, 2020
Bug Fixes
Service Desk was not fetching CIs from Insight correctly when a customer created a request. This fix solves that bug.
Version 6.33.1
Sep 18, 2020
Bug Fixes
Solves an issue with ticket creation through mails
Version 6.33.0
Sep 17, 2020
Features and Improvements
Mandatory Tasks
From now on our users can configure mandatory tasks required to close requests through Automated Actions.
InvGate Insight: Bussiness Aplications
One of our products, Insight, has implemented a CMDB model which includes Configuration Items. We have configured Service Desk and Insight integration to take this new feature into consideration, with the possibility of relating requests with Assets and Business Applications, which are both considered CIs (Configuration Items)
Internal User Creation by Email
This new functionality will allow you to configure incoming emails to register internal or external users according to the Administrator's disposition. The idea behind this is to ease the operational activity and preventing from having to change from external to internal user manually one at a time.
Bug Fixes
There was an issue in the My Work section with the columns 'Customer Groups' and 'Customer Companies' that generated too much work load in the Database; this problem occurred mostly in large instances.
Solves an issue that was causing custom fields IDs to be sent in a wrong way when used in Web Service calls.
Tree and List Custom Fields were only showing in the default language. From now on said fields will be translated according to the language selected by the user.
Fixes an issue that did not allow users to authenticate through LDAP after an Organizational Unit change.
A wrong confirmation email was being sent when an administrator changed a user from external to internal. From now on, new internal users will recieve the correct email.
The text {{TICKET_DESCRIPTION}} was being sent by email instead of sending the ticket description itself. This happened when using the 'Notification: Assigned task' template and adding said variable.
InvGate Insight recently implemented the capacity to search users based on a 'last logged in' criteria in its API. We fixed a bug that prevented this from working in Service Desk.
Fixes a bug that displayed broken characters in the name of the organization if it contained special characters.
Due to an error, scheduled reports incorrectly showed the recipient user as both the sender and the recipient.
Version 6.32.6
Oct 1, 2020
Bug Fixes
Solves a bug that was causing some troubles with the diferent languages in which Service Desk can show notifications. Sometimes, notifications where shown in Portuguese when the correct language whas Spanish.
Solves a problem that was preventing users from changing the category of a request before creating it, using the breadcrumb in the top section of the form.
Solves an issue that was causing our incident API call to erase the content of custom fields when users didn't send them as parameters for the PUT method.
This fix solves some problems when agents tried to change attributes from tasks in requests where said user was the customer. For example, trying to change a task's description caused the system to crash if you were the customer of that request.
Before this fix, users were not able to see which CIs where linked to a request using the mobile version of Service Desk.
Before this fix, if you clicked two times on an approval link in an email notification, Service Desk redirected you to the home screen and not to the corresponding request. Now you can see the request regardless the amount of times you click this link.
Because of this bug, Service Desk was showing incorrect information about the waiting status of workflows in views and requests. For example, a view that includes a workflow shows that this workflow is waiting for the agent when it's currently waiting for
In some special situations, LDAP sync failed to fetch some users and the whole synchronization was interrupted.
This is a fix for a bug that was causing errors when calculating the next time a scheduled ticket had to be triggered, when the system was configured under some special timezones, such as US/EASTERN.
Solves a bug that was preventing Service Desk to correctly assign requests when its help desk working hours began on one day and finished on the next. In this case, requests remained unassigned.
From now on, the popup that allows users to relate one request to another will order search results by status and creation date. Before this fix, there was no ordering criteria.
Version 6.32.4
Sep 17, 2020
Bug Fixes
There was an issue in the My Work section with the columns 'Customer Groups' and 'Customer Companies' that generated too much work load in the Database; this problem occurred mostly in large instances.
Solves an issue that was causing custom fields IDs to be sent in a wrong way when used in Web Service calls.
Version 6.32.3
Sep 8, 2020
Bug Fixes
Solves a bug with tasks in the request view.
Version 6.32.2
Sep 7, 2020
Bug Fixes
Performance improvement regarding construction and updating of collaborators dimension on the OLAP cube.
Version 6.32.1
Sep 4, 2020
Bug Fixes
Solves a performance problem with some counters in the sidebar.
Version 6.32.0
Sep 3, 2020
Features and Improvements
New API call
From now on, a request can be related to one or more assets according to a keyword through an API call.
Task completion popup
The task completion confirmation popup will no longer be displayed, except for the last task in a Workflow stage.
Bug Fixes
Solves a bug that was preventing the "Greater than" operator to be displayed as an option for the Number type of Custom Fields.
Fixes an issue where end users would visualize linked assets in a request with a strikedthrough format.
Fixes a bug that was preventing the "Less than" operator from correctly working on Workflows for the Number type of the Custom Fields.
Fixes a bug where LDAP syncPhoto function wasn't working correctly on Cloud instances.
Version 6.31.8
Sep 22, 2020
Bug Fixes
Solves an issue with ticket creation through mails
Version 6.31.7
Sep 17, 2020
Bug Fixes
There was an issue in the My Work section with the columns 'Customer Groups' and 'Customer Companies' that generated too much work load in the Database; this problem occurred mostly in large instances.
Solves an issue that was causing custom fields IDs to be sent in a wrong way when used in Web Service calls.
Tree and List Custom Fields were only showing in the default language. From now on said fields will be translated according to the language selected by the user.
Fixes an issue that did not allow users to authenticate through LDAP after an Organizational Unit change.
The text {{TICKET_DESCRIPTION}} was being sent by email instead of sending the ticket description itself. This happened when using the 'Notification: Assigned task' template and adding said variable.
InvGate Insight recently implemented the capacity to search users based on a 'last logged in' criteria in its API. We fixed a bug that prevented this from working in Service Desk.
Fixes a bug that displayed broken characters in the name of the organization if it contained special characters.
Due to an error, scheduled reports incorrectly showed the recipient user as both the sender and the recipient.
Version 6.31.6
Sep 9, 2020
Bug Fixes
Performance improvement regarding construction and updating of collaborators dimension on the OLAP cube.
Version 6.31.5
Sep 4, 2020
Bug Fixes
Solves a performance problem with some counters in the sidebar.
Version 6.31.4
Sep 3, 2020
Bug Fixes
Solves a bug that was preventing the "Greater than" operator to be displayed as an option for the Number type of Custom Fields.
Fixes an issue where end users would visualize linked assets in a request with a strikedthrough format.
Fixes a bug that was preventing the "Less than" operator from correctly working on Workflows for the Number type of the Custom Fields.
Fixes a bug where LDAP syncPhoto function wasn't working correctly on Cloud instances.
Version 6.31.3
Aug 27, 2020
Bug Fixes
Solves an assignment problem in some workflow stages.
Version 6.31.2
Aug 27, 2020
Bug Fixes
Solves a bug with the incident.customfield API call.
Version 6.31.1
Aug 25, 2020
Bug Fixes
Solves a problem that was causing a lot of logs to be created.
Version 6.31.0
Aug 20, 2020
Features and Improvements
Request Category and Request Type Consistency
From now on, when changin the Category of a Request, the Request Type can also be changed when the new Category doesn't include the original Request Type.
Request Type in Workflows
From now on, the Request Type can be used as a general variable in Workflows, in addition to the existing ones.
List Custom Field UI improvement
With this release, the detailed popup of a List Type Custom Field will be displayed as a list.
New parameter for incident.post API call
From now on, the incident.post call will include a parameter called related_to that will be used to relate one or more requests to the currently created request.
Bug Fixes
Solves a but that was preventing Service Desk from running on Internet Explorer 11.
Fixes a bug that was causing to export XLS files without any applied filters.
Fixes a bug that was leaving uncategorized requests when their category was deleted from the Catalog.
Version 6.30.8
Sep 9, 2020
Bug Fixes
Performance improvement regarding construction and updating of collaborators dimension on the OLAP cube.
Version 6.30.7
Sep 4, 2020
Bug Fixes
Solves a performance problem with some counters in the sidebar.
Version 6.30.6
Sep 3, 2020
Bug Fixes
Solves a bug that was preventing the "Greater than" operator to be displayed as an option for the Number type of Custom Fields.
Fixes an issue where end users would visualize linked assets in a request with a strikedthrough format.
Fixes a bug that was preventing the "Less than" operator from correctly working on Workflows for the Number type of the Custom Fields.
Fixes a bug where LDAP syncPhoto function wasn't working correctly on Cloud instances.
Version 6.30.5
Aug 27, 2020
Bug Fixes
Solves an assignment problem in some workflow stages.
Version 6.30.4
Aug 27, 2020
Bug Fixes
Solves a bug with the incident.customfield API call.
Version 6.30.3
Aug 25, 2020
Bug Fixes
Solves a problem that was causing a lot of logs to be created.
Version 6.30.2
Aug 20, 2020
Bug Fixes
Fixes a bug that was causing to export XLS files without any applied filters.
Fixes a bug that was leaving uncategorized requests when their category was deleted from the Catalog.
Version 6.30.1
Aug 7, 2020
Bug Fixes
Fixes a bug that was preventing users from posting comments in the mobile version.
Version 6.30.0
Aug 6, 2020
Features and Improvements
Category Folders
From now on, administrators will be able to configure if parent categories in the service catalog are not elegible for creating and editing requests, thus acting as folders.
URL for Asset Related Requests
With this new release, users will be able to create requests related to a specific asset though an URL that contains a search parameter for said asset.
Enhanced Reply Button
With this new functionality, the Reply button will include additional options like "Reply & solve" or "Reply & reassign" to enhance our users work flow.
Images in Canned Responses and Breaking News
With this new release, you will able to copy and paste images to your canned responses and announcement templates.
Bug Fixes
Solves a problem when trying to rebuild report indexes.
Minor UI fix for a bug with editing the category from a request that includes custom fields.
Fixes a bug that was preventing users from creating multiple categories in succession.
Fixes a bug that was preventing from generating reports when a custom field was used as a filter.
Version 6.29.6
Aug 28, 2020
Bug Fixes
Solves an assignment problem in some workflow stages.
Version 6.29.5
Aug 26, 2020
Bug Fixes
Solves a bug with the incident.customfield API call.
Version 6.29.4
Aug 25, 2020
Bug Fixes
Solves a problem that was causing a lot of logs to be created.
Version 6.29.3
Aug 20, 2020
Bug Fixes
Fixes a bug that was causing to export XLS files without any applied filters.
Fixes a bug that was leaving uncategorized requests when their category was deleted from the Catalog.
Version 6.29.2
Aug 6, 2020
Bug Fixes
Solves a problem when trying to rebuild report indexes.
Fixes a bug that was preventing users from creating multiple categories in succession.
Fixes a bug that was preventing from generating reports when a custom field was used as a filter.
Version 6.29.1
Jul 31, 2020
Bug Fixes
Fixes a bug that was showing the incorrect format for the hour and date field when exporting Workflow Request as a XLS file.
Fix for a problem with the incident API call that was preventing from creating a Request.
Solves a bug with date custom fields in quick requests.
Version 6.29.0
Jul 23, 2020
Features and Improvements
API resource for Workflows deployment
With this new release, users will be able to deploy Workflows with a new resource in the Service Desk API.
Workflow list arrangement
From now on, the list of Workflows and the list of shared Custom Fields will be arranged alphabetically in an ascending order.
Bug Fixes
Fixes a bug that was preventing from creating a request when its body included a special character.
Minor fix for a UI issue with the Custom View creation screen.
Version 6.28.6
Aug 6, 2020
Bug Fixes
Solves a problem when trying to rebuild report indexes.
Fixes a bug that was preventing users from creating multiple categories in succession.
Fixes a bug that was preventing from generating reports when a custom field was used as a filter.
Version 6.28.5
Jul 31, 2020
Bug Fixes
Fixes a bug that was showing the incorrect format for the hour and date field when exporting Workflow Request as a XLS file.
Solves a bug with date custom fields in quick requests.
Version 6.28.4
Jul 23, 2020
Bug Fixes
Fixes a bug that was preventing from creating a request when its body included a special character.
Minor fix for a UI issue with the Custom View creation screen.
Version 6.28.3
Jul 21, 2020
Bug Fixes
Fix for a bug with the POST method for the incident API call.
Version 6.28.2
Jul 17, 2020
Bug Fixes
Solves a problem with Date custom fields in workflows and in requests.
Version 6.28.1
Jul 15, 2020
Bug Fixes
Sovles a problem with comments in Knowledge Base articles.
Version 6.28.0
Jul 13, 2020
Features and Improvements
Visibility rules details in user profiles
From now on, administrators will be able to visualize in every user profile its visibility rules.
Workflow Conditionals improvements
From now on, conditional steps in Workflows will include additional and more specific operators.
Tasks descriptions
From now on, users will be able to add, view and edit descriptions for workflow tasks, requests tasks, and tasks in automated actions.
Insight Integration network information
From now on, the Insight Integration network tab will display more detailed information.
New custom field type
With this new release, users will be able to create a date and time custom field.
Worfklow creation through API
From now on, Worfklows can be created by configuring an API call.
Bug Fixes
Fixes a bug preventing from correctly generating a report when exporting and importing a Workflow into the same instance.
Solves a bug that was preventing from exporting a report when it included a custom field that was deleted.
Fixes a bug where variables created by the users figured as variables created by the system during the final stage of a Workflow.
Fixes an issue where the Location column in exported reports was incorrectly named 'Localization'.
Fixes a bug with exporting Knowledge Base articles where images weren't being displayed if they include a hyperlink.
Fixes a bug that was sending an incorrect notification when a comment was added to a request via email.
Version 6.27.5
Jul 23, 2020
Bug Fixes
Fixes a bug that was preventing from creating a request when its body included a special character.
Minor fix for a UI issue with the Custom View creation screen.
Version 6.27.4
Jul 21, 2020
Bug Fixes
Solves a problem with comments in Knowledge Base articles.
Version 6.27.3
Jul 13, 2020
Bug Fixes
Solves a bug that was preventing from exporting a report when it included a custom field that was deleted.
Fixes a bug with exporting Knowledge Base articles where images weren't being displayed if they include a hyperlink.
Fixes a bug that was sending an incorrect notification when a comment was added to a request via email.
Version 6.27.2
Jul 7, 2020
Bug Fixes
Solves a bug when processing incoming emails.
Version 6.27.1
Jun 26, 2020
Bug Fixes
Solves a problem related to Office365 email configuration in Internet Explorer.
Version 6.27.0
Jun 25, 2020
Features and Improvements
Changes to Incoming Emails basic authentication
As Microsoft informed that Basic Auth in Exchange Online will be turned off soon, we added the 'EWS OAuth' protocol to the 'Incoming emails' configuration.
Insight improvements in 'Software' tab
From now on, the 'Software' tab will show more information about the version, manufacturer, and installation date of all the existing software.
Bug Fixes
Fixes a bug with custom rules for Scheduled Requests that wasn't executing the schedule on Fridays.
Solves a bug that was assigning the user from the previous stage when the Worfklow tasks stage was configured as 'unassigned'.
Fixes a bug that showed inconsistencies between exported Reports and the Reports displayed in the system.
Version 6.26.3
Jul 21, 2020
Bug Fixes
Sovles a problem with comments in Knowledge Base articles.
Version 6.26.2
Jul 13, 2020
Bug Fixes
Solves a bug that was preventing from exporting a report when it included a custom field that was deleted.
Fixes a bug with exporting Knowledge Base articles where images weren't being displayed if they include a hyperlink.
Fixes a bug that was sending an incorrect notification when a comment was added to a request via email.
Version 6.26.1
Jun 25, 2020
Bug Fixes
Fixes a bug with custom rules for Scheduled Requests that wasn't executing the schedule on Fridays.
Solves a bug that was assigning the user from the previous stage when the Worfklow tasks stage was configured as 'unassigned'.
Fixes a bug that showed inconsistencies between exported Reports and the Reports displayed in the system.
Version 6.26.0
Jun 11, 2020
Features and Improvements
SAML login improvements
From now on, encrypted assertion is allowed when integrating Service Desk with Okta.
Microsoft Identity Platform authentication
With this new release, all instances of Office 365 authentication are now coorectly named Microsoft Identity Platform.
Embedded Videos in Knowledge Base articles
From now on, the Knowledge Base article editor will feature an 'embed video' button.
Gamification overlay improvements
General minor improvements to the Gamification UI.
Bug Fixes
Solves an issue with web service calls that weren't properly sending the values of checkboxes that were left unchecked.
Fixes a problem that was preventing from correctly displaying attached articles in navigators other than IE11.
Fixes a bug that was incorrectly displaying some tables in exported PDF files.
UI improvements for the Knowledge Base overlay.
Minor UI improvements to the 'New version available' notification.
Fixes a bug that was preventing automated actions to trigger when a specific set of conditions was met.
Solves an bug that was preventing the Insight integration from showing an asset activity history.
Fixes a bug that continued to perform automated actions on deleted users.
Version 6.25.3
Jun 25, 2020
Bug Fixes
Fixes a bug with custom rules for Scheduled Requests that wasn't executing the schedule on Fridays.
Solves a bug that was assigning the user from the previous stage when the Worfklow tasks stage was configured as 'unassigned'.
Fixes a bug that showed inconsistencies between exported Reports and the Reports displayed in the system.
Version 6.25.2
Jun 11, 2020
Features and Improvements
Microsoft Identity Platform authentication
With this new release, all instances of Office 365 authentication are now coorectly named Microsoft Identity Platform.
Bug Fixes
Solves an issue with web service calls that weren't properly sending the values of checkboxes that were left unchecked.
Fixes a bug that was preventing automated actions to trigger when a specific set of conditions was met.
Fixes a bug that continued to perform automated actions on deleted users.
Version 6.25.1
Jun 5, 2020
Bug Fixes
Solves a problem when trying to fetch notifications.
Version 6.25.0
May 29, 2020
Features and Improvements
Article ID display improvements
From now on, articles are always displayed with their ID when they are listed and/or being attached to a request.
Featured articles cache management
Major improvements to the cache management related to Featured articles when creating a request.
Office 365 single-tenant SSO integration
From now on, the Office 365 integration will admit the single-tenant method for Single Sign On (SSO).
Improvements in Assets information display
From now on, Asset information will include location, owner, asset type and serial number. In addition, the functionality for the Send/Finish Repair and Lock/Unlock buttons was fixed.
Improvements for non-computer assets
With this new functionality, the Insight integration feature will display more relevant data for non-computer assets. In addition, the URL to view these type of assets in Insight was fixed.
Insight Integration Hardware tab
From now on, the Insight Integration will display a Hardware tab with additional information for computer assets only.
Exporting Knowledge Base articles as PDF
From now on, the Knowledge Base feature will allow its articles to be exported as PDF files.
Bug Fixes
Fixes an issue with the Workflows by email feature that was preventing from attaching files to the request when the email didn't include a body.
Solves a bug that was preventing the system from correctly saving the configuration of the Google authentication.
Fix for an issue that was preventing end users from creating Quick Requests through QR codes.
Fixes an issue with the 'Tasks in automated actions' feature that was forcing users to assign a responsible person.
Fixes a bug that was preventing users from creating a Workflow through a URL that specified its category.
Minor visual fix in Knowledge Base articles for Internet Explorer 11.
Fixes an issue that was causing an error when trying to download certain reports.
Solves an issue that was preventing the system from creating users when importing a CSV file with missing usernames.
Fixes an error with the dashboard produced by combining any dimension and the 'type' condition.
Fixes a bug that was preventing automated actions in Workflows from being triggered when clicking the 'Reasign' button.
Solves an issue that wasn't correctly saving hyperlinks in Request templates.
Version 6.24.6
Jun 11, 2020
Features and Improvements
Microsoft Identity Platform authentication
With this new release, all instances of Office 365 authentication are now coorectly named Microsoft Identity Platform.
Bug Fixes
Solves an issue with web service calls that weren't properly sending the values of checkboxes that were left unchecked.
Fixes a bug that was preventing automated actions to trigger when a specific set of conditions was met.
Fixes a bug that continued to perform automated actions on deleted users.
Version 6.24.5
Jun 5, 2020
Bug Fixes
Solves a problem when trying to fetch notifications.
Version 6.24.4
May 29, 2020
Bug Fixes
Fixes an issue with the Workflows by email feature that was preventing from attaching files to the request when the email didn't include a body.
Solves a bug that was preventing the system from correctly saving the configuration of the Google authentication.
Fix for an issue that was preventing end users from creating Quick Requests through QR codes.
Fixes an issue with the 'Tasks in automated actions' feature that was forcing users to assign a responsible person.
Fixes a bug that was preventing users from creating a Workflow through a URL that specified its category.
Minor visual fix in Knowledge Base articles for Internet Explorer 11.
Fixes an issue that was causing an error when trying to download certain reports.
Solves an issue that was preventing the system from creating users when importing a CSV file with missing usernames.
Fixes an error with the dashboard produced by combining any dimension and the 'type' condition.
Fixes a bug that was preventing automated actions in Workflows from being triggered when clicking the 'Reasign' button.
Solves an issue that wasn't correctly saving hyperlinks in Request templates.
Version 6.24.3
May 20, 2020
Bug Fixes
Solves a problem with the 'reply to' field in mails.
Fix a bug with Internet Explorer.
Version 6.24.2
May 19, 2020
Bug Fixes
Visual fix for custom fields in the request view.
Solves a problem when sending as a parameter the value of a checkbox field, in web service calls.
Version 6.24.1
May 15, 2020
Bug Fixes
Solves a problem that caused a failure with the installer in a specific scenario.
Version 6.24.0
May 14, 2020
Features and Improvements
Knowledge Base images improvement
Images are now resized to fit the article box. Additionally, they can be opened in a pop-up to change their properties if needed.
Knowledge Base categories restrictions by service catalog
We've added a new option that will allow you to better target Knowledge Base articles by selecting which categories are going to be used when searching for suggestions when creating or viewing a request.
Automated task lists
From now on, a task list can be created through an automated action.
Bug Fixes
Reports now filter and display all fields from Workflow stages even if those stages were not completed.
Solves a bug that was restricting email content when an automation reassigns a request.
Version 6.23.8
Jun 5, 2020
Bug Fixes
Solves a problem when trying to fetch notifications.
Version 6.23.7
May 29, 2020
Bug Fixes
Fixes an issue with the Workflows by email feature that was preventing from attaching files to the request when the email didn't include a body.
Solves a bug that was preventing the system from correctly saving the configuration of the Google authentication.
Fix for an issue that was preventing end users from creating Quick Requests through QR codes.
Fixes a bug that was preventing users from creating a Workflow through a URL that specified its category.
Fixes an issue that was causing an error when trying to download certain reports.
Solves an issue that was preventing the system from creating users when importing a CSV file with missing usernames.
Fixes an error with the dashboard produced by combining any dimension and the 'type' condition.
Fixes a bug that was preventing automated actions in Workflows from being triggered when clicking the 'Reasign' button.
Solves an issue that wasn't correctly saving hyperlinks in Request templates.
Version 6.23.6
May 20, 2020
Bug Fixes
Solves a problem with the 'reply to' field in mails.
Fix a bug with Internet Explorer.
Version 6.23.5
May 19, 2020
Bug Fixes
Solves a problem when sending as a parameter the value of a checkbox field, in web service calls.
Version 6.23.4
May 14, 2020
Bug Fixes
Solves a bug that was restricting email content when an automation reassigns a request.
Version 6.23.3
May 8, 2020
Bug Fixes
Solves a problem when creating requests and showing high relevance articles.
Version 6.23.2
May 8, 2020
Bug Fixes
Solves a problem when trying to create requests from an email with an attached file.
Fixes a bug that was preventing users from logging in using SAML.
Version 6.23.1
May 6, 2020
Bug Fixes
Fix for a problem when executing some DB migrations to upload form one version to the last one.
Version 6.23.0
May 1, 2020
Features and Improvements
Improvements on the 'source' picker.
Some UX improvements were performed on the 'source' picker.
Improvements for personal Scheduled Requests
Starting today, your personal Scheduled Requests will automatically add you as a watcher.
Featured Articles
With this new functionality, the administrator will be able to select some relevant articles and relate them to a request category. The main purpose of this is to suggest reading useful articles that might reduce the number of created requests.
Bug Fixes
Minor cosmetic fix for error messages.
Solves a problem that was preventing the system from creating a request through an email when its body contains multipart/alternative content.
Minor cosmetic fixes which remove the HTML tags from the requests creation text area.
Fixes an issue that was preventing the date from being properly displayed after exporting a Workflow custom field.
Fixes a problem that was preventing the API from retrieving checkbox data from unchecked boxes.
Solves a bug that wasn't allowing to save changes from the Insight Asset management configuration.
Fixes a bug that incorrectly displayed the chronological order of dates in the Dashboard drilldowns.
Fixes a problem that allowed to close requests without rating them if the closure was performed through email.
Fixes a bug with the error messages from the Workflow conditionals.
Solves an issue with the 'ticket_description' variable from email templates.
Fixes an error message that was incorrectly shown when rejecting requests.
Fixes an issue that was wrongly replacing the related requests when relating another one to a task.
Solves a problem with the configuration of incoming emails. When setting up an account, the protocol type was not correctly shown on the UI after saving the changes.
Version 6.22.9
May 20, 2020
Bug Fixes
Solves a problem with the 'reply to' field in mails.
Fix a bug with Internet Explorer.
Version 6.22.8
May 19, 2020
Bug Fixes
Solves a problem when sending as a parameter the value of a checkbox field, in web service calls.
Version 6.22.7
May 14, 2020
Bug Fixes
Solves a bug that was restricting email content when an automation reassigns a request.
Version 6.22.6
May 8, 2020
Bug Fixes
Solves an issue with some special characters in Knowledge Base articles.
Version 6.22.5
May 8, 2020
Bug Fixes
Solves a problem when creating requests and showing high relevance articles.
Version 6.22.4
May 8, 2020
Bug Fixes
Solves a problem when trying to create requests from an email with an attached file.
Fixes a bug that was preventing users from logging in using SAML.
Version 6.22.3
May 6, 2020
Bug Fixes
Fix for a problem when executing some DB migrations to upload form one version to the last one.
Version 6.22.2
May 4, 2020
Bug Fixes
Solves a problem with high relevance articles in the End User's portal.
Version 6.22.1
May 1, 2020
Features and Improvements
Improvements for personal Scheduled Requests
Starting today, your personal Scheduled Requests will automatically add you as a watcher.
Bug Fixes
Solves a problem that was preventing the system from creating a request through an email when its body contains multipart/alternative content.
Minor cosmetic fixes which remove the HTML tags from the requests creation text area.
Fixes an issue that was preventing the date from being properly displayed after exporting a Workflow custom field.
Fixes a problem that was preventing the API from retrieving checkbox data from unchecked boxes.
Solves a bug that wasn't allowing to save changes from the Insight Asset management configuration.
Fixes a bug that incorrectly displayed the chronological order of dates in the Dashboard drilldowns.
Fixes a problem that allowed to close requests without rating them if the closure was performed through email.
Fixes a bug with the error messages from the Workflow conditionals.
Solves an issue with the 'ticket_description' variable from email templates.
Fixes an error message that was incorrectly shown when rejecting requests.
Fixes an issue that was wrongly replacing the related requests when relating another one to a task.
Solves a problem with the configuration of incoming emails. When setting up an account, the protocol type was not correctly shown on the UI after saving the changes.
Version 6.22.0
Apr 17, 2020
Features and Improvements
High relevance articles for technical users.
From now on, administrators, agents and managers will have the 'High relevance articles' feature available.
New automation event for 'Change in request location'.
From now on, you will be able to trigger an event when the request's location changes.
Bug Fixes
Minor cosmetic fixes for user creation error messages.
Solves a problem that was preventing users from copying images on the article's text editor.
Fix for a bug about the status of the requests. When a request was unassigned and an approval was requested before assigning it to an agent, the status was set to 'Requires your action' instead of 'Needs your approval'.
Solves an issue with the relationship between companies and groups.
Fix a bug with the status of the requests. When rejecting a request that was waiting for a date, its status remained the same instead of changing to 'Rejected'.
Minor translation fixes in the My Work section.
Performance improvements in reports.
Version 6.21.6
May 8, 2020
Bug Fixes
Solves a problem when trying to create requests from an email with an attached file.
Fixes a bug that was preventing users from logging in using SAML.
Version 6.21.5
May 6, 2020
Bug Fixes
Fix for a problem when executing some DB migrations to upload form one version to the last one.
Version 6.21.4
May 1, 2020
Features and Improvements
Improvements for personal Scheduled Requests
Starting today, your personal Scheduled Requests will automatically add you as a watcher.
Bug Fixes
Solves a problem that was preventing the system from creating a request through an email when its body contains multipart/alternative content.
Minor cosmetic fixes which remove the HTML tags from the requests creation text area.
Fixes an issue that was preventing the date from being properly displayed after exporting a Workflow custom field.
Fixes a problem that was preventing the API from retrieving checkbox data from unchecked boxes.
Solves a bug that wasn't allowing to save changes from the Insight Asset management configuration.
Fixes a bug that incorrectly displayed the chronological order of dates in the Dashboard drilldowns.
Fixes a problem that allowed to close requests without rating them if the closure was performed through email.
Fixes a bug with the error messages from the Workflow conditionals.
Solves an issue with the 'ticket_description' variable from email templates.
Fixes an error message that was incorrectly shown when rejecting requests.
Fixes an issue that was wrongly replacing the related requests when relating another one to a task.
Solves a problem with the configuration of incoming emails. When setting up an account, the protocol type was not correctly shown on the UI after saving the changes.
Version 6.21.3
Apr 17, 2020
Bug Fixes
Minor cosmetic fixes for user creation error messages.
Solves a problem that was preventing users from copying images on the article's text editor.
Fix for a bug about the status of the requests. When a request was unassigned and an approval was requested before assigning it to an agent, the status was set to 'Requires your action' instead of 'Needs your approval'.
Solves an issue with the relationship between companies and groups.
Fix a bug with the status of the requests. When rejecting a request that was waiting for a date, its status remained the same instead of changing to 'Rejected'.
Minor translation fixes in the My Work section.
Performance improvements in reports.
Version 6.21.2
Apr 13, 2020
Bug Fixes
Solves a problem when using some conditions in assignment rules for categories.
Version 6.21.1
Apr 7, 2020
Bug Fixes
Solves a problem with body templates translations.
Version 6.21.0
Apr 3, 2020
Features and Improvements
Workflows by email
From now on, you will be able to create workflows sending an email to an account that is related to a workflow category. The initial step will be omitted.
Scheduled requests for Technicians
We've added the possibility for Agents and Managers to create their own scheduled requests. This way, your organization will save time in request creation due to a more automated and simplified process.
Bug Fixes
Solves an issue that was not allowing to create requests if the selected category was on the fourth category level or below it.
Visual fix for long paths in the categories selector.
Solves a problem in the manager's view. When opening a requests list and pressing the 'Show More button' the content was not being loaded.
Solves the not refreshing page problem when merging requests.
Fixes a problem that was preventing to add attachments when the tickets were created through the API.
Fix for an issue that was not refreshing automatically the requests reports after importing requests.
Solves an issue that was showing the name of the 'TICKET_DESCRIPTION' variable when sending emails through Workflows.
Version 6.20.3
Apr 17, 2020
Bug Fixes
Minor cosmetic fixes for user creation error messages.
Fix for a bug about the status of the requests. When a request was unassigned and an approval was requested before assigning it to an agent, the status was set to 'Requires your action' instead of 'Needs your approval'.
Solves an issue with the relationship between companies and groups.
Fix a bug with the status of the requests. When rejecting a request that was waiting for a date, its status remained the same instead of changing to 'Rejected'.
Minor translation fixes in the My Work section.
Performance improvements in reports.
Version 6.20.2
Apr 3, 2020
Bug Fixes
Solves an issue that was not allowing to create requests if the selected category was on the fourth category level or below it.
Visual fix for long paths in the categories selector.
Solves a problem in the manager's view. When opening a requests list and pressing the 'Show More button' the content was not being loaded.
Solves the not refreshing page problem when merging requests.
Fixes a problem that was preventing to add attachments when the tickets were created through the API.
Fix for an issue that was not refreshing automatically the requests reports after importing requests.
Solves an issue that was showing the name of the 'TICKET_DESCRIPTION' variable when sending emails through Workflows.
Version 6.20.1
Mar 25, 2020
Bug Fixes
Fix for a bug when trying to export requests.
Version 6.20.0
Mar 24, 2020
Features and Improvements
Notifications
From now on, the last used selection will be kept when selecting the option "show only unread" .
Reports and Dashboards default sorting
Now the default sorting for Dashboards and Reports will be done by name.
New SLA Actions
From now on, you will have two new actions available: "Web service call" and "Change category".
Comments in Knowledge Base articles
We are pleased to announce a new feature that will allow users to submit comments in the Knowledge Base articles. This will also be accompanied by usage and effectiveness metrics.
Bug Fixes
Fixes a bug that was preventing end-users to view the requests history unless there was a comment on them.
Fixes a parsing problem when writing text with diacritical marks in canned responses.
Solves an issue that prevented users from being automatically added to company related groups.
Until now, when two requests were merged the users were still able to submit comments by mail on the rejected one.
Now the workflows custom fields will be remembered after exporting them into a report.
Solves a problem with the dashboards when using cartain characters on the categories names.
Version 6.19.6
Apr 3, 2020
Bug Fixes
Solves an issue that was not allowing to create requests if the selected category was on the fourth category level or below it.
Visual fix for long paths in the categories selector.
Solves a problem in the manager's view. When opening a requests list and pressing the 'Show More button' the content was not being loaded.
Solves the not refreshing page problem when merging requests.
Fixes a problem that was preventing to add attachments when the tickets were created through the API.
Fix for an issue that was not refreshing automatically the requests reports after importing requests.
Solves an issue that was showing the name of the 'TICKET_DESCRIPTION' variable when sending emails through Workflows.
Version 6.19.5
Mar 25, 2020
Bug Fixes
Fix for a bug when trying to export requests.
Version 6.19.4
Mar 24, 2020
Bug Fixes
Solves a problem when trying to show a request's history.
Version 6.19.3
Mar 20, 2020
Bug Fixes
Fixes a bug that was preventing end-users to view the requests history unless there was a comment on them.
Fixes a parsing problem when writing text with diacritical marks in canned responses.
Solves an issue that prevented users from being automatically added to company related groups.
Until now, when two requests were merged the users were still able to submit comments by mail on the rejected one.
Now the workflows custom fields will be remembered after exporting them into a report.
Solves a problem with the dashboards when using cartain characters on the categories names.
Version 6.19.2
Mar 12, 2020
Bug Fixes
Solves a problem when switching to the Desktop version from mobile browsers.
Version 6.19.1
Mar 9, 2020
Bug Fixes
Fix for a bug that prevented some users from seeing certain requests.
Version 6.19.0
Mar 5, 2020
Features and Improvements
New 'Workflow Stage' dimension
A new dimension was added in order to show the workflows current stage. This also will be available in dashboards.
Default Knowledge Base category
A default Knowledge Base category is going to be created if you don't have one. This prevents creating articles and not being able to save them due to the lack of Knowledge Base categories to relate them with.
Assets status
From now on, you will be able to see the assets status when opening its details for the Insight integration.
Bug Fixes
Minor wording fix to avoid confusion between the 'Active' and 'In repairment' status from Assets details.
Solves the double spacing issue in ticket replies.
Solves a problem when trying to vote within a workflow stage.
Fixes a problem when creating users through the API. Now the method is returning the id assigned to the new user.
Now you will see the 'Open in InvGate Insight' link on the Assets details for all the different types.
Version 6.18.6
Mar 25, 2020
Bug Fixes
Fix for a bug when trying to export requests.
Version 6.18.5
Mar 24, 2020
Bug Fixes
Solves a problem when trying to show a request's history.
Version 6.18.4
Mar 20, 2020
Bug Fixes
Fixes a bug that was preventing end-users to view the requests history unless there was a comment on them.
Fixes a parsing problem when writing text with diacritical marks in canned responses.
Solves an issue that prevented users from being automatically added to company related groups.
Until now, when two requests were merged the users were still able to submit comments by mail on the rejected one.
Now the workflows custom fields will be remembered after exporting them into a report.
Solves a problem with the dashboards when using cartain characters on the categories names.
Version 6.18.3
Mar 12, 2020
Bug Fixes
Fix for a bug that prevented some users from seeing certain requests.
Version 6.18.2
Mar 5, 2020
Bug Fixes
Solves the double spacing issue in ticket replies.
Solves a problem when trying to vote within a workflow stage.
Fixes a problem when creating users through the API. Now the method is returning the id assigned to the new user.
Version 6.18.1
Feb 28, 2020
Bug Fixes
Fix for a bug when validating date fields in workflows.
Version 6.18.0
Feb 21, 2020
Features and Improvements
From now on, when trying to synchronize a user whose manager has not been registered in the tool, then the system will add him or her in order to establish that relationship.
Improvements in LDAP sync
We've added a button to separate read notifications from unread ones.
UX improvement in notifications
Bug Fixes
Solves a problem in My Work section. Now you can order the results without getting any error.
Improvement for validations when trying to import users with repeated usernames or emails.
Fixes a problem with agent names in reports.
Fields 'last comment' and 'unformatted last comment' can be exported again.
Solves an error when trying to display the elapsed time summary for workflows.
Solves a problem in reports when using the 'Waiting for' dimension with requests that are waiting for a solution confirmation.
Performs validations in Workflows date fields in order to avoid invalid dates.
Version 6.17.5
Mar 12, 2020
Bug Fixes
Fix for a bug that prevented some users from seeing certain requests.
Version 6.17.4
Mar 5, 2020
Bug Fixes
Solves the double spacing issue in ticket replies.
Solves a problem when trying to vote within a workflow stage.
Fixes a problem when creating users through the API. Now the method is returning the id assigned to the new user.
Version 6.17.3
Feb 28, 2020
Bug Fixes
Fix for a bug when validating date fields in workflows.
Version 6.17.2
Feb 21, 2020
Bug Fixes
Solves a problem in My Work section. Now you can order the results without getting any error.
Improvement for validations when trying to import users with repeated usernames or emails.
Fixes a problem with agent names in reports.
Fields 'last comment' and 'unformatted last comment' can be exported again.
Solves an error when trying to display the elapsed time summary for workflows.
Performs validations in Workflows date fields in order to avoid invalid dates.
Version 6.17.1
Feb 7, 2020
Bug Fixes
Fix for an error in a specific SAML configuration.
Version 6.17.0
Feb 6, 2020
Features and Improvements
New reports dimensions
From now on, reports have two new dimensions: collaborators and watchers.
Bug Fixes
Solves a parsing issue with incoming email addresses.
Solves a problem with help desks shift openings after a holiday.
Minor assets integration improvement. Now the laptops are showing the correct icon.
Solves a problem that was not allowing to add calendars in HTML body templates.
Fixes a problem when searching articles or requests by keywords containing specials characters.
Now voters are added as watchers after accepting or rejecting workflows approval stages.
Fixes a problem when editing conditionals from imported workflows.
Version 6.16.3
Feb 28, 2020
Bug Fixes
Fix for a bug when validating date fields in workflows.
Version 6.16.2
Feb 21, 2020
Bug Fixes
Solves a problem in My Work section. Now you can order the results without getting any error.
Improvement for validations when trying to import users with repeated usernames or emails.
Fixes a problem with agent names in reports.
Solves an error when trying to display the elapsed time summary for workflows.
Performs validations in Workflows date fields in order to avoid invalid dates.
Version 6.16.0
Jan 24, 2020
Features and Improvements
Copy reports scheduled configuration
From now on, when copying a report it will also copy its schedule configuration.
New options to configure request's manual assignments and reassignments.
Now you can choose if the requests can be assigned manually and/or reassigned.
Exchange Web Services
Now you can use EWS protocol for incoming email configurations.
Bug Fixes
Visual fixes in workflows description field.
From now on, Insight is going to open in a new tab when clicking on Service Desk icon.
Icons correction in assets integration.
Adds event records for ITAM integrations.
Minor cosmetic fixes for mobile custom fields in workflows.
Minor cosmetic fix for custom fields.
Fix for a problem in request searches.
Fixes a problem with SLA notifications.
Now only users with permissons for at least one category will see the 'New article' button.
Solves a problem with the automatic reassignment in workflows.
Fix for a visibility bug in the knowledge base for end users.
Fixes an issue when creating a request with the category predefined in the URL using the mobile interface.
Version 6.15.2
Jan 24, 2020
Bug Fixes
Visual fixes in workflows description field.
From now on, Insight is going to open in a new tab when clicking on Service Desk icon.
Icons correction in assets integration.
Adds event records for ITAM integrations.
Minor cosmetic fix for custom fields.
Fix for a problem in request searches.
Now only users with permissons for at least one category will see the 'New article' button.
Solves a problem with the automatic reassignment in workflows.
Fix for a visibility bug in the knowledge base for end users.
Fixes an issue when creating a request with the category predefined in the URL using the mobile interface.
Version 6.15.1
Jan 13, 2020
Bug Fixes
Fix for a problem in the Manager's view.
Version 6.15.0
Jan 9, 2020
Features and Improvements
New feature for custom reports
We've added a new button in order to duplicate a report.
New policy when rejecting a request
From now on, when a request is rejected, the agent remains assigned.
Quick requests
Every technician will be able to create templates for repetitive requests.
Bug Fixes
Solves a problem with rating rounding.
Fixes a bug with the 'Closed' filter when creating a custom view.
Helpdesks are now alphabetically ordered when reassigning a request.
Solves an issue with special characters in the general searchbar.
Version 6.14.4
Jan 24, 2020
Bug Fixes
Visual fixes in workflows description field.
From now on, Insight is going to open in a new tab when clicking on Service Desk icon.
Icons correction in assets integration.
Adds event records for ITAM integrations.
Minor cosmetic fix for custom fields.
Fix for a problem in request searches.
Now only users with permissons for at least one category will see the 'New article' button.
Solves a problem with the automatic reassignment in workflows.
Fix for a visibility bug in the knowledge base for end users.
Version 6.14.3
Jan 13, 2020
Bug Fixes
Fix for a problem in the Manager's view.
Version 6.14.2
Jan 9, 2020
Bug Fixes
Solves a problem with rating rounding.
Fixes a bug with the 'Closed' filter when creating a custom view.
Helpdesks are now alphabetically ordered when reassigning a request.
Solves an issue with special characters in the general searchbar.
Version 6.14.0
Dec 27, 2019
Features and Improvements
Now you can open the asset information by clicking on its name in the searchbar results.
Some Insight integration usability improvements
Improvements in Insight integration
Inventory ID added to the details screen for Insight integration.
Bug Fixes
Visual custom fields fix for Internet Explorer browser.
Minor translation fix in German.
Visual fix for workflow's rich text fields in mobile.
Solves a problem when trying to delete a knowledge base category.
Fixes an issue with special email characters in French.
Solves a problem with the complete hour dimension in reports.
Minor translation fix in German.
Performance improvements in MySQL connections.
Fix for a problem that was not allowing to add users to email automations.
Text message correction when adding or deleting users from locations.
Visual fix for the topbar when changing categories.
Date custom fields height fixed for iPhone devices.
Visual tooltip fix when creating requests.
Visual improvements for the Insight integration.
Fix for a bug in the Agent predefined report.
Solves a reassignment problem in workflows.
Fix for a bug with the duplicate feature.
Version 6.13.3
Jan 13, 2020
Bug Fixes
Fix for a problem in the Manager's view.
Version 6.13.2
Jan 9, 2020
Bug Fixes
Solves a problem with rating rounding.
Fixes a bug with the 'Closed' filter when creating a custom view.
Helpdesks are now alphabetically ordered when reassigning a request.
Solves an issue with special characters in the general searchbar.
Version 6.13.1
Dec 27, 2019
Bug Fixes
Visual fix for workflow's rich text fields in mobile.
Solves a problem when trying to delete a knowledge base category.
Solves a problem with the complete hour dimension in reports.
Minor translation fix in German.
Performance improvements in MySQL connections.
Fix for a problem that was not allowing to add users to email automations.
Visual fix for the topbar when changing categories.
Date custom fields height fixed for iPhone devices.
Visual tooltip fix when creating requests.
Fix for a bug in the Agent predefined report.
Solves a reassignment problem in workflows.
Fix for a bug with the duplicate feature.
Version 6.13.0
Dec 13, 2019
Features and Improvements
New fields added when exporting a workflow
Now you can export the start and end date of a tasks stage in workflows, as well as the assigned agent.
New date dimension for reports and dashboards
We've added a 'complete hour' dimension to reports.
Some improvements in scheduled reports
From now on you are going to be able to choose which part of the report you want to send in a scheduled report.
Bug Fixes
Fix for a problem with LDAP synchronization.
UX fix for horizontal scrolling in the category selection screen.
Another UX fix for the category selection screen.
Visual fix for very long text custom fields.
Fix for a bug when trying to reorder the service catalog.
Solves a problem with the 'open/closed' filter when using the top searchbar.
Visual fix when trying to relate an external entity with a request.
Some performance improvements.
Version 6.12.3
Dec 27, 2019
Bug Fixes
Visual fix for workflow's rich text fields in mobile.
Solves a problem when trying to delete a knowledge base category.
Performance improvements in MySQL connections.
Fix for a problem that was not allowing to add users to email automations.
Visual fix for the topbar when changing categories.
Date custom fields height fixed for iPhone devices.
Visual tooltip fix when creating requests.
Fix for a bug in the Agent predefined report.
Solves a reassignment problem in workflows.
Fix for a bug with the duplicate feature.
Version 6.12.2
Dec 13, 2019
Bug Fixes
Fix for a problem with LDAP synchronization.
UX fix for horizontal scrolling in the category selection screen.
Another UX fix for the category selection screen.
Visual fix for very long text custom fields.
Fix for a bug when trying to reorder the service catalog.
Solves a problem with the 'open/closed' filter when using the top searchbar.
Visual fix when trying to relate an external entity with a request.
Some performance improvements.
Version 6.12.1
Dec 3, 2019
Bug Fixes
Fix a problem in the GET method for the incident API call.
Version 6.12.0
Nov 29, 2019
Bug Fixes
Fix for a failure when loading some lists of requests.
Solves a problem with the 'Location' field when trying to export requests to an XLS file.
Fixes an issue with LDAP field mapping.
Solves a problem when trying to duplicate a request with related assets.
Fixes the API call for adding observers to a request.
Solves a problem in API calls from workflows.
Visual fix for rich text fields in mobile.
Solves a problem with mistaken variables in canned responses.
Fixes a bug that caused the system to crash when executing some stages with tasks.
Visual fix for email templates.
Removes some extra characters in email templates.
Version 6.11.2
Dec 13, 2019
Bug Fixes
Fix for a problem with LDAP synchronization.
UX fix for horizontal scrolling in the category selection screen.
Another UX fix for the category selection screen.
Visual fix for very long text custom fields.
Fix for a bug when trying to reorder the service catalog.
Solves a problem with the 'open/closed' filter when using the top searchbar.
Visual fix when trying to relate an external entity with a request.
Some performance improvements.
Version 6.11.1
Nov 29, 2019
Bug Fixes
Fix for a failure when loading some lists of requests.
Solves a problem with the 'Location' field when trying to export requests to an XLS file.
Fixes an issue with LDAP field mapping.
Solves a problem when trying to duplicate a request with related assets.
Fixes the API call for adding observers to a request.
Solves a problem in API calls from workflows.
Visual fix for rich text fields in mobile.
Solves a problem with mistaken variables in canned responses.
Fixes a bug that caused the system to crash when executing some stages with tasks.
Version 6.11.0
Nov 19, 2019
Features and Improvements
API calls for knowledge base
We've added several API calls for knowledge base management.
New action for triggers
Now you can change the category of a request using an automated action.
Bug Fixes
Solves a problem with SLA reevaluation when reassigning a request.
Visual fix for inputs in workflows.
Fix for a bug in very big scheduled reports.
Solves a bug when trying to save changes in certain workflow stages.
Fixes an issue that prevented automated actions to execute after a scheduled request was created.
Version 6.10.3
Nov 29, 2019
Bug Fixes
Fix for a failure when loading some lists of requests.
Solves a problem with the 'Location' field when trying to export requests to an XLS file.
Fixes an issue with LDAP field mapping.
Solves a problem when trying to duplicate a request with related assets.
Fixes the API call for adding observers to a request.
Solves a problem in API calls from workflows.
Visual fix for rich text fields in mobile.
Solves a problem with mistaken variables in canned responses.
Fixes a bug that caused the system to crash when executing some stages with tasks.
Version 6.10.2
Nov 19, 2019
Bug Fixes
Solves a problem with SLA reevaluation when reassigning a request.
Visual fix for inputs in workflows.
Fix for a bug in very big scheduled reports.
Solves a bug when trying to save changes in certain workflow stages.
Fixes an issue that prevented automated actions to execute after a scheduled request was created.
Version 6.10.1
Nov 1, 2019
Bug Fixes
Fixes an issue with the Windows installer
Version 6.10.0
Oct 31, 2019
Features and Improvements
Shift + Click for tree multiple selectors
UX enhancement that allows you to select an item and children with one click.
New filter and dimension for reports
We've added the filter and dimension 'Rejection time' in all three reports.
Added Location as filter everywhere
Now you can filter by Location field in every conditions engine.
Massive actions in table view for My Work
From now on, you're going to be able to perform an action on several items at a time.
UX improved for images navigation
Now images fit your screen better and you can navigate with your keyboard arrows.
Bug Fixes
Fixes a bug that caused the general search engine to return poor results.
Solves a problem with form stages in workflows.
Solves a problem with scheduled requests for some timezones.
Solves a bug in the API endpoint helpdesksandlevels, that didn't return any results.
Solves a problem with fields of type asset when trying to send their ID using a web service.
Visual fix for dropdowns in the My Work screen.
Fix for duplicated articles in the knowledge base.
Version 6.9.4
Nov 19, 2019
Bug Fixes
Solves a problem with SLA reevaluation when reassigning a request.
Visual fix for inputs in workflows.
Fix for a bug in very big scheduled reports.
Solves a bug when trying to save changes in certain workflow stages.
Fixes an issue that prevented automated actions to execute after a scheduled request was created.
Version 6.9.3
Nov 1, 2019
Bug Fixes
Fixes an issue with the Windows installer
Version 6.9.2
Oct 31, 2019
Bug Fixes
Fixes a bug that caused the general search engine to return poor results.
Solves a problem with form stages in workflows.
Solves a problem with scheduled requests for some timezones.
Solves a bug in the API endpoint helpdesksandlevels, that didn't return any results.
Solves a problem with fields of type asset when trying to send their ID using a web service.
Version 6.9.1
Oct 25, 2019
Bug Fixes
Version 6.9.0
Oct 21, 2019
Features and Improvements
New filters for Intervals reports
New conditions where added for the 'Agent' filter in these reports.
Select all/Clear for users selector
Now you can select all users and clear that selection.
Drag and drop feature for tasks in workflows
Now you can set the order of tasks in workflow stages.
Bug Fixes
Visual fix for workflows with long steps names
Visual fix for workflows.
Solves a problem in the 'Upcoming' section of the My Work screen.
Fixes a bug with special characters in canned responses.
Solves a problem with the helpdesks import.
Fixes a bug with number custom fields.
Solves an issue with the 'Required' property of custom fields.
Fixes an issue with triggers when the action is 'Add observers'.
Now knowledge base featured articles are going to be shown in the initial stage of a workflow.
Solves a visual problem when selecting a category before request creation.
Fixes some problems in the assignment engine for workflow stages.
Version 6.8.4
Nov 1, 2019
Bug Fixes
Fixes an issue with the Windows installer
Version 6.8.3
Oct 31, 2019
Bug Fixes
Fixes a bug that caused the general search engine to return poor results.
Solves a problem with form stages in workflows.
Solves a problem with scheduled requests for some timezones.
Solves a bug in the API endpoint helpdesksandlevels, that didn't return any results.
Solves a problem with fields of type asset when trying to send their ID using a web service.
Version 6.8.2
Oct 21, 2019
Bug Fixes
Visual fix for workflows with long steps names
Visual fix for workflows.
Fixes a bug with special characters in canned responses.
Solves a problem with the helpdesks import.
Fixes a bug with number custom fields.
Solves an issue with the 'Required' property of custom fields.
Fixes an issue with triggers when the action is 'Add observers'.
Now knowledge base featured articles are going to be shown in the initial stage of a workflow.
Version 6.8.1
Oct 8, 2019
Bug Fixes
Fixes a problem in the 'Assign' feature in the My Work screen.
Version 6.8.0
Oct 4, 2019
Features and Improvements
Table view option available for the My Work section! Columns selection, sorting, actions and more, available in table view.
Table view in My Work
New XLS field to export
Now you can export to XLS the last comment of a request.
New variable for email templates
We've added the request type as a variable for email templates.
Improvement in scheduled reports
Now you can send the report name in scheduled reports.
Now all technicians will find a shortcut to Insight in the menu bar, if enabled.
Insight shortcut
Now you are going to be able to translate categories and custom fields.
Multilanguage settings
Bug Fixes
Solves an encoding problem in canned responses.
Solves a problem with the reordering catalog feature.
Visual fix for web service calls in workflows.
Solves a problem with the assignment engine in workflows form stages.
Version 6.7.3
Oct 21, 2019
Bug Fixes
Visual fix for workflows with long steps names
Fixes a bug with special characters in canned responses.
Solves a problem with the helpdesks import.
Fixes a bug with number custom fields.
Solves an issue with the 'Required' property of custom fields.
Fixes an issue with triggers when the action is 'Add observers'.
Now knowledge base featured articles are going to be shown in the initial stage of a workflow.
Version 6.7.2
Oct 4, 2019
Bug Fixes
Solves an encoding problem in canned responses.
Solves a problem with the reordering catalog feature.
Visual fix for web service calls in workflows.
Version 6.7.1
Sep 26, 2019
Bug Fixes
Fixes an issue with deleted locations
Version 6.7.0
Sep 20, 2019
Features and Improvements
Now you can see more data in the My Work section using the expand option.
Expanding option
End users now can use de Duplicate option in a request.
Duplicate for end users
Now you will be able to define Visibility rules for categories based on user Location.
Locations added for visibility rules
From now Locations are included even in workflows.
Locations applies to workflows
Now you have an option to export you catalog in a different format with the full path.
Exporting categories with full path
Bug Fixes
Fixes an issue in workflows with conditionals and checkboxes.
Fixes an issue with automations in workflows.
Solves an issue while adding collaborators in closed requests.
Some performance improvements.
Fixes Send to repair option in Assets integration.
Version 6.6.3
Oct 4, 2019
Bug Fixes
Solves an encoding problem in canned responses.
Solves a problem with the reordering catalog feature.
Visual fix for web service calls in workflows.
Version 6.6.2
Sep 26, 2019
Bug Fixes
Fixes an issue with deleted locations
Version 6.6.1
Sep 20, 2019
Features and Improvements
Now you will be able to define Visibility rules for categories based on user Location.
Locations added for visibility rules
Bug Fixes
Fixes an issue in workflows with conditionals and checkboxes.
Fixes an issue with automations in workflows.
Solves an issue while adding collaborators in closed requests.
Fixes Send to repair option in Assets integration.
Version 6.6.0
Sep 6, 2019
Features and Improvements
Now when someone creates a request from mobile, the Location field is selectable if applies.
Locations for Mobile version
We've added more properties to search for when you type some terms in the My Work search bar.
Extended capability for searching in My Work
Bug Fixes
Fixes an issue with a specific request creation shortcut.
Fixes an issue for IE11 in My Work section
Improved UX for reordering fields on a workflows stages.
Solved a permissions issue when an end users has a shared dashboard.
Fixed UX issue while navigating the help desk tree.
Fixed an issue with Status filters in some lists.
Improves the look and feel of the approvals cards in My Work.
The Enlarge option while designing workflows is back in old User Interface.
Fixes an issue with holiday calendars.
In some cases you were not able to define variables in the mentions email template.
Fixes an issue when generating big reports.
Fixes an issue when editing the category of a request in IE11.
Fixes an issue with schedule reports when there were more than one a time.
Version 6.5.4
Sep 26, 2019
Bug Fixes
Fixes an issue with deleted locations
Version 6.5.3
Sep 20, 2019
Features and Improvements
Now you will be able to define Visibility rules for categories based on user Location.
Locations added for visibility rules
Bug Fixes
Fixes an issue in workflows with conditionals and checkboxes.
Fixes an issue with automations in workflows.
Solves an issue while adding collaborators in closed requests.
Fixes Send to repair option in Assets integration.
Version 6.5.2
Sep 6, 2019
Bug Fixes
Fixes an issue with a specific request creation shortcut.
Fixes an issue for IE11 in My Work section
Solved a permissions issue when an end users has a shared dashboard.
Fixed UX issue while navigating the help desk tree.
Fixed an issue with Status filters in some lists.
Improves the look and feel of the approvals cards in My Work.
The Enlarge option while designing workflows is back in old User Interface.
Fixes an issue with holiday calendars.
In some cases you were not able to define variables in the mentions email template.
Fixes an issue when generating big reports.
Fixes an issue when editing the category of a request in IE11.
Fixes an issue with schedule reports when there were more than one a time.
Version 6.5.1
Sep 6, 2019
Bug Fixes
Fixed an issue that prevented some automations to be executed with particular conditions.
Version 6.5.0
Aug 26, 2019
Features and Improvements
Improvements when exporting requests
From now on, workflow requests reports will include the start and end date and time of each stage.
New API call
New API call to add voters to an approval.
Improvements in request edition
Assignment criteria can now be reevaluated based on every property changed when editing a request.
New feature for escalation and assignment rules
Now you and select to which agent assign a request when an assignment or escalation rule match.
Rating in API calls
Closed request's ratings are going to be included in some API calls.
Bug Fixes
Fixes for some issues with the user API call.
Solves a problem with time zones when a help desk needs to be closed or open.
Solves a problem with a popup in rich text custom fields.
Solves an issue when exporting workflows.
Fixes an issue when exporting requests that contains tree fields.
Fixes an issue when searching for disabled users in report filter.
Fixes a visual issue in the Participations screen for the end user's portal.
Version 6.4.3
Sep 6, 2019
Bug Fixes
Fixes an issue with a specific request creation shortcut.
Fixes an issue for IE11 in My Work section
Solved a permissions issue when an end users has a shared dashboard.
Fixed UX issue while navigating the help desk tree.
Fixed an issue with Status filters in some lists.
Improves the look and feel of the approvals cards in My Work.
The Enlarge option while designing workflows is back in old User Interface.
Fixes an issue with holiday calendars.
In some cases you were not able to define variables in the mentions email template.
Fixes an issue when generating big reports.
Fixes an issue when editing the category of a request in IE11.
Fixes an issue with schedule reports when there were more than one a time.
Version 6.4.2
Aug 26, 2019
Bug Fixes
Fixes for some issues with the user API call.
Solves a problem with time zones when a help desk needs to be closed or open.
Solves a problem with a popup in rich text custom fields.
Solves an issue when exporting workflows.
Fixes an issue when exporting requests that contains tree fields.
Fixes an issue when searching for disabled users in report filter.
Fixes a visual issue in the Participations screen for the end user's portal.
Version 6.4.1
Aug 21, 2019
Bug Fixes
Fixes a problem that flooded the logs
Fixes an issue when trying to export some workflows.
Fixes for some issues with the user API call.
Fixes a visual issue in the Participations screen for the end user's portal.
Version 6.4.0
Aug 15, 2019
Features and Improvements
New action on approval expiration
We've added the possibility of cancel an approval after it expires.
New visual organization for Reports buttons
Now you are going to find all the buttons to create a report under the same dropdown.
New workflow conditional for approvals
Now you can use the approval status 'Cancelled' in workflow conditionals in addition to 'Rejected' and 'approved'.
New event for automated actions
We've added the event 'Reassigned request' for automated actions.
Location field in reports
Now you will be able to use the 'Location' field of a request as a filter and as a dimension in reports.
New selection type por tree custom fields
We've added a new option for allowing users to select only leaves in tree custom fields.
Bug Fixes
Some UI fixes for approvals in request's history.
Some performance improvements for the Reports module
Reinforces a validation so the a collaborator cannot be added if the user does not exist.
Resolves an issue when creating categories with body templates.
Solves a problem with transactional operations.
Solves an issue with menu dropdowns in My Work cards.
Adds some missing french translations.
Version 6.3.4
Aug 26, 2019
Bug Fixes
Fixes for some issues with the user API call.
Solves a problem with time zones when a help desk needs to be closed or open.
Solves a problem with a popup in rich text custom fields.
Solves an issue when exporting workflows.
Fixes an issue when exporting requests that contains tree fields.
Fixes an issue when searching for disabled users in report filter.
Fixes a visual issue in the Participations screen for the end user's portal.
Version 6.3.3
Aug 21, 2019
Bug Fixes
Fixes a problem that flooded the logs
Fixes for some issues with the user API call.
Fixes a visual issue in the Participations screen for the end user's portal.
Version 6.3.2
Aug 15, 2019
Bug Fixes
Some UI fixes for approvals in request's history.
Some performance improvements for the Reports module
Reinforces a validation so the a collaborator cannot be added if the user does not exist.
Resolves an issue when creating categories with body templates.
Solves a problem with transactional operations.
Adds some missing french translations.
Version 6.3.1
Aug 12, 2019
Bug Fixes
Fix for some buttons in the UI.
Solves an issue with menu dropdowns in My Work cards.
Version 6.3.0
Jul 26, 2019
Features and Improvements
More information in miniprofiles
Now agents and managers are going to see users' IDs and usernames in their miniprofile.
Improvements in the search engine
Performance improvements in the main searchbar and in the knowledge base.
LDAP import enhancement
Now you are able to import LDAP users all together without having to wait for all users to load in the interface.
SLAs in workflows
Now you SLAs are going to apply to workflow requests if any rule condition matches. SLAs will apply to the whole process, and not in any stage in particular.
Images in requests
You can now paste images directly in request descriptions and comments, without having to use the "Paste image" button.
Bug Fixes
Resolves an issue when filtering request with API source.
Solves a performance issue when exporting very large reports.
Solves a problem when relating a task to a request.
Performance improvements when linking request to tasks.
Fixes a problem when creating a report using the "closing date" filter.
Fixes a problem with rejected requests in views.
Fixes an issue when creating a report with requests with no ranking.
UI fix for agent names in requests lists.
Solves a problem when trying to deploy a workflow created in an older Service Desk version.
Fix for a bug when importing an LDAP user with the same username but with a different GUID than another user.
Solves a problem with scheduled requests and working hours.
Version 6.2.5
Aug 21, 2019
Bug Fixes
Fixes a problem that flooded the logs
Version 6.2.4
Aug 15, 2019
Bug Fixes
Some UI fixes for approvals in request's history.
Some performance improvements for the Reports module
Reinforces a validation so the a collaborator cannot be added if the user does not exist.
Resolves an issue when creating categories with body templates.
Solves a problem with transactional operations.
Adds some missing french translations.
Version 6.2.3
Aug 2, 2019
Bug Fixes
Fix for some buttons in the UI.
Version 6.2.2
Jul 26, 2019
Features and Improvements
More information in miniprofiles
Now agents and managers are going to see users' IDs and usernames in their miniprofile.
LDAP import enhancement
Now you are able to import LDAP users all together without having to wait for all users to load in the interface.
Bug Fixes
Resolves an issue when filtering request with API source.
Solves a performance issue when exporting very large reports.
Solves a problem when relating a task to a request.
Performance improvements when linking request to tasks.
Fixes a problem when creating a report using the "closing date" filter.
Fixes a problem with rejected requests in views.
Fixes an issue when creating a report with requests with no ranking.
UI fix for agent names in requests lists.
Solves a problem when trying to deploy a workflow created in an older Service Desk version.
Fix for a bug when importing an LDAP user with the same username but with a different GUID than another user.
Solves a problem with scheduled requests and working hours.
Version 6.2.1
Jul 15, 2019
Bug Fixes
Fixes an issue which did not allowed to edit closed tickets
Version 6.2.0
Jul 15, 2019
Features and Improvements
Manger's view re-styling
New look and feel for cards in the Manager's view section.
New conditional operators for Automated Actions and SLAs.
The operators 'is one of' and 'isn't one of' were added in the conditions engine for Automated Actions and SLAs custom fields of type List.
Workflow creation via API
Now you can trigger a workflow using the API call for creating requests. You have to take into account that the initial form will be ignored.
Search box for lists and selectors
Now you can search among the items of a list custom field or a selector.
Bug Fixes
Some UI fixes for the new My Work screen.
Visual fix for the internal notes section in an entity profile screen.
Fixes an issue with dashboards when using deleted custom fields.
Solves a problem when generating reports and filtering by dates.
Fixes an issue with tasks when reassigning requests.
Now you can add a collaborators or watchers when a request is waiting for an approval.
Some performance improvements.
Solves an issue when rebuilding reports.
Fixes an issue in incoming emails.
Solves a bug with workflow stages in the mobile version.
Fix for some translation issues with the Ubuntu installer.
Version 6.1.4
Aug 2, 2019
Bug Fixes
Fix for some buttons in the UI.
Version 6.1.3
Jul 26, 2019
Features and Improvements
More information in miniprofiles
Now agents and managers are going to see users' IDs and usernames in their miniprofile.
LDAP import enhancement
Now you are able to import LDAP users all together without having to wait for all users to load in the interface.
Bug Fixes
Resolves an issue when filtering request with API source.
Solves a performance issue when exporting very large reports.
Solves a problem when relating a task to a request.
Performance improvements when linking request to tasks.
Fixes a problem when creating a report using the "closing date" filter.
Fixes a problem with rejected requests in views.
Fixes an issue when creating a report with requests with no ranking.
UI fix for agent names in requests lists.
Solves a problem when trying to deploy a workflow created in an older Service Desk version.
Fix for a bug when importing an LDAP user with the same username but with a different GUID than another user.
Solves a problem with scheduled requests and working hours.
Version 6.1.2
Jul 15, 2019
Bug Fixes
Fixes an issue which did not allowed to edit closed tickets
Version 6.1.1
Jul 15, 2019
Features and Improvements
Manger's view re-styling
New look and feel for cards in the Manager's view section.
Search box for lists and selectors
Now you can search among the items of a list custom field or a selector.
Bug Fixes
Some UI fixes for the new My Work screen.
Visual fix for the internal notes section in an entity profile screen.
Fixes an issue with dashboards when using deleted custom fields.
Solves a problem when generating reports and filtering by dates.
Fixes an issue with tasks when reassigning requests.
Now you can add a collaborators or watchers when a request is waiting for an approval.
Solves an issue when rebuilding reports.
Fixes an issue in incoming emails.
Solves a bug with workflow stages in the mobile version.
Fix for some translation issues with the Ubuntu installer.
Version 6.1.0
Jun 28, 2019
Features and Improvements
ISO date format in API calls
We've added a parameter to some API calls so you can choose between ISO and Epoch date formats.
Bug Fixes
Solves issue when ordering requests by SLAs in My Work.
Fixes an issue when editing badges.
Solves a problem when rejecting approvals in workflows.
Fixes an issue when unassigning users in workflows stages when the helpdesk is changed.
Solves an issue when editing articles.
Solves a problem when reassignment request entering a comment.
Fixes an issue when emails sending.
Solves a problem when viewing the attached names in mobile.
Fixes an issue in outgoing office 365 test emails.
Version 6.0.5
Jul 15, 2019
Bug Fixes
Fixes an issue which did not allowed to edit closed tickets
Version 6.0.4
Jul 15, 2019
Features and Improvements
Manger's view re-styling
New look and feel for cards in the Manager's view section.
Search box for lists and selectors
Now you can search among the items of a list custom field or a selector.
Bug Fixes
Some UI fixes for the new My Work screen.
Visual fix for the internal notes section in an entity profile screen.
Fixes an issue with dashboards when using deleted custom fields.
Solves a problem when generating reports and filtering by dates.
Fixes an issue with tasks when reassigning requests.
Now you can add a collaborators or watchers when a request is waiting for an approval.
Solves an issue when rebuilding reports.
Fixes an issue in incoming emails.
Solves a bug with workflow stages in the mobile version.
Fix for some translation issues with the Ubuntu installer.
Version 6.0.3
Jun 28, 2019
Bug Fixes
Solves issue when ordering requests by SLAs in My Work.
Fixes an issue when editing badges.
Solves a problem when rejecting approvals in workflows.
Fixes an issue when unassigning users in workflows stages when the helpdesk is changed.
Solves an issue when editing articles.
Solves a problem when reassignment request entering a comment.
Fixes an issue when emails sending.
Solves a problem when viewing the attached names in mobile.
Fixes an issue in outgoing office 365 test emails.
Version 6.0.2
Jun 25, 2019
Bug Fixes
Solves a bug with the loader gif in some screens.
Version 6.0.1
Jun 21, 2019
Bug Fixes
Fixes an issue with workflows assignation
Version 6.0.0
Jun 19, 2019
Features and Improvements
Improvement in the Insight integration search bar
Now you can find Insight assets using their Inventory ID.
UX improvement in the helpdesks list
Now you can expand or collapse all helpedesks in the Admin section with one click.
Service Desk new User Interface
Service Desk has launched a whole new User Interface! Now your agents and end users are going to enjoy a tidier, more modern interface in order to better organize their everyday work or requests. We hope you and your team like this new release as much as we do!
Bug Fixes
Fixes an issue when updating an SLA configuration.
Visual fixes in approvals.
Version 5.7.24.5
Jun 28, 2019
Bug Fixes
Solves a problem when rejecting approvals in workflows.
Fixes an issue when unassigning users in workflows stages when the helpdesk is changed.
Solves an issue when editing articles.
Solves a problem when reassignment request entering a comment.
Fixes an issue when emails sending.
Solves a problem when viewing the attached names in mobile.
Fixes an issue in outgoing office 365 test emails.
Version 5.7.24.4
Jun 21, 2019
Bug Fixes
Fixes an issue with workflows assignation
Version 5.7.24.3
Jun 18, 2019
Bug Fixes
Fixes an issue when updating an SLA configuration.
Version 5.7.24.2
Jun 18, 2019
Features and Improvements
UX improvement in the helpdesks list
Now you can expand or collapse all helpedesks in the Admin section with one click.
Bug Fixes
Fixes an issue in the ougoing email server configuration.
Version 5.7.24.1
Jun 5, 2019
Bug Fixes
Visual fixes in approvals.
Version 5.7.24.0
May 30, 2019
Features and Improvements
Locations
We've added the concept of Location as a new way of grouping and organizing users. You can find them in Admin > Groups, Companies and Locations.
Escalation rules
Now you can define to which help desk assign a request when it's escalated, based on different aspects of the request. You can define these rules in Admin > Help desks > Edit help desk.
Error messages
Improvement in error messages.
Bug Fixes
Fixes a bug when approving workflow requests.
Fixes bug in report details.
Fixes an issue in details of dashboards.
Solves a problem with emails templates in workflow requests.
Solves an issue with combo boxes in request templates.
Fixes an issue when exporting dashboards to a PDF file.
Solves a problem in workflow request assignment after a web service call stage.
Fixes an issue when closing a task after the request is reassign.
Version 5.7.23.5
Jun 21, 2019
Bug Fixes
Fixes an issue with workflows assignation
Version 5.7.23.4
Jun 18, 2019
Bug Fixes
Fixes an issue when updating an SLA configuration.
Version 5.7.23.3
Jun 18, 2019
Bug Fixes
Fixes an issue in the ougoing email server configuration.
Visual fixes in approvals.
Version 5.7.23.2
May 31, 2019
Bug Fixes
Fixes an issue with Service Desk internal processes in on premise instances.
Version 5.7.23.1
May 30, 2019
Bug Fixes
Fixes a bug when approving workflow requests.
Fixes bug in report details.
Fixes an issue in details of dashboards.
Solves a problem with emails templates in workflow requests.
Solves an issue with combo boxes in request templates.
Fixes an issue in requests comments.
Fixes an issue when exporting dashboards to a PDF file.
Solves a problem in workflow request assignment after a web service call stage.
Fixes an issue when closing a task after the request is reassign.
Version 5.7.23.0
May 16, 2019
Features and Improvements
Improvement in email templates answers.
Now you can answer in 'Mention and request for collaboration', 'Collaboration' and 'Added as watcher' email templates and the response will be added as a comment in the request.
New source for requests
Now you can set API as a source when creating a request using the corresponding call.
Improvement in API Incident-PUT call.
Now you can reassign the request by evaluating the category through the API Incident-PUT call.
Bug Fixes
Fixes an issue when searching for assetis using the Insight integration.
Fix for an issue with the checkbox custom field.
Solves an issue with approvals in workflows.
Version 5.7.22.3
May 30, 2019
Bug Fixes
Fixes bug in report details.
Fixes an issue in details of dashboards.
Solves a problem with emails templates in workflow requests.
Solves an issue with combo boxes in request templates.
Fixes an issue in requests comments.
Fixes an issue when exporting dashboards to a PDF file.
Solves a problem in workflow request assignment after a web service call stage.
Fixes an issue when closing a task after the request is reassign.
Version 5.7.22.2
May 16, 2019
Bug Fixes
Fixes an issue when searching for assetis using the Insight integration.
Fix for an issue with the checkbox custom field.
Solves an issue with approvals in workflows.
Version 5.7.22.1
May 10, 2019
Bug Fixes
Fixes an issue in approval templates.
Fixes an issue with requests administration screen.
Version 5.7.22.0
May 6, 2019
Features and Improvements
New languages added
From now on, Service Desk is going to be available in German and Catalan.
Error code
Now you are going to see an error code every time Service Desk returns an error, in order to be able to identify the root cause quicker.
Improvement in workflows approvals.
Now you can choose more than one group or help desk in workflows approvals.
Bug Fixes
Performance improvements in reports.
Performance improvements when exporting reports.
Performance improvements.
Fixes an issue in copy and paste action in Internet Explorer.
Version 5.7.21.5
May 16, 2019
Bug Fixes
Fixes an issue when searching for assetis using the Insight integration.
Fix for an issue with the checkbox custom field.
Solves an issue with approvals in workflows.
Version 5.7.21.4
May 9, 2019
Bug Fixes
Performance improvements in reports.
Performance improvements when exporting reports.
Performance improvements.
Fixes an issue in copy and paste action in Internet Explorer.
Version 5.7.21.3
Apr 30, 2019
Bug Fixes
Fix for some problems in custom views.
Version 5.7.21.2
Apr 26, 2019
Bug Fixes
Fixes an issue in time tracking and intervals reports.
Version 5.7.21.1
Apr 26, 2019
Bug Fixes
Fixes an issue in time tracking and intervals reports.
Fixes an issue while accepting a standard approval in some specific cases.
Version 5.7.21.0
Apr 23, 2019
Features and Improvements
More information about workflow approvals when exporting to .xls files.
Now you can export more information about your workflow approvals, such as the people who accepted or rejected the approval and also the people whose votes are still pending. You can also see when each stage had started and finished.
Bug Fixes
Fixes an issue with timezones.
Fixes an issue when processing emails in Office 365.
Fixes an issue when rejecting workflows.
Fix for some translation issues.
Version 5.7.20.6
May 9, 2019
Bug Fixes
Performance improvements in reports.
Performance improvements when exporting reports.
Performance improvements.
Fixes an issue in copy and paste action in Internet Explorer.
Version 5.7.20.4
Apr 26, 2019
Bug Fixes
Fixes an issue in time tracking and intervals reports.
Version 5.7.20.3
Apr 24, 2019
Bug Fixes
Fixes an issue while accepting a standard approval in some specific cases.
Version 5.7.20.2
Apr 23, 2019
Bug Fixes
Fixes an issue with timezones.
Fixes an issue when processing emails in Office 365.
Fixes an issue when rejecting workflows.
Fix for some translation issues.
Version 5.7.20.1
Apr 9, 2019
Bug Fixes
Solves a problem with predefined reports.
Version 5.7.20.0
Apr 5, 2019
Features and Improvements
We have added some approvals types using workflows variables.
New approvals types for workflows
Now you can export workflow designs that use shared custom fields.
Workflows with shared custom fields
Bug Fixes
Solves a performance issue with restrictive mode.
Fixes a problem with SLA and Automation triggers.
Fixes an issue in the details screen of a linked asset.
Fixes a problem with the last comment when solving a request.
Version 5.7.19.7
Apr 30, 2019
Bug Fixes
Performance improvements.
Fixes an issue in copy and paste action in Internet Explorer.
Version 5.7.19.6
Apr 26, 2019
Bug Fixes
Fixes an issue in time tracking and intervals reports.
Version 5.7.19.5
Apr 23, 2019
Bug Fixes
Fixes an issue with timezones.
Fixes an issue when processing emails in Office 365.
Fixes an issue when rejecting workflows.
Fix for some translation issues.
Version 5.7.19.4
Apr 9, 2019
Bug Fixes
Solves a problem with predefined reports.
Version 5.7.19.2
Apr 5, 2019
Bug Fixes
Solves a problem with time tracking categories.
Version 5.7.19.1
Mar 22, 2019
Bug Fixes
Fixes an issue when sending emails.
Version 5.7.19.0
Mar 21, 2019
Features and Improvements
One-click expand or collapse catalog
Now you can expand or collapse all categories in the catalog with one click.
Improvement in the Knowledge Base article editor
Now you can set the font size in Knowledge Base articles.
Dashboard printing
Now you can print the dashboards in every browser using the standard printing dialog.
New filter in the measure Backlog (dashboards)
Now you can filter by request type in the measure Backlog in dashboards.
Adding observers via email
If you enable this new option, non-registered users that are added in the To or CC field are also added as observers and external users when creating a request via email.
Bug Fixes
Fixes a problem with scheduled reports.
Fixes some issues in the Assign tab for the mobile version.
Fixes the button to export to PDF dashboards in Chrome.
Fixes a problem in the history when a request is assigned to a helpdesk.
Solves a problem with Gamification actions that sums zero points.
Fixes a problem with the How to delete requests feature.
Fixes a bug with the Required property in request templates.
Solves a problem when importing users whose manager does not exist.
Now the headers of the exported files are in bold.
Version 5.7.18.5
Apr 5, 2019
Bug Fixes
Solves a performance issue with restrictive mode.
Fixes an issue in the details screen of a linked asset.
Fixes a problem with the last comment when solving a request.
Version 5.7.18.4
Mar 25, 2019
Bug Fixes
Solves a problem with time tracking categories.
Fixes an issue when sending emails.
Version 5.7.18.3
Mar 21, 2019
Features and Improvements
Dashboard printing
Now you can print the dashboards in every browser using the standard printing dialog.
Bug Fixes
Fixes a problem with scheduled reports.
Fixes some issues in the Assign tab for the mobile version.
Fixes the button to export to PDF dashboards in Chrome.
Fixes a problem in the history when a request is assigned to a helpdesk.
Solves a problem with Gamification actions that sums zero points.
Fixes a problem with the How to delete requests feature.
Fixes a bug with the Required property in request templates.
Solves a problem when importing users whose manager does not exist.
Version 5.7.18.2
Mar 13, 2019
Bug Fixes
Fixes an error with CentOS installer.
Version 5.7.18.1
Mar 11, 2019
Bug Fixes
Now the headers of the exported files are in bold.
Version 5.7.18.0
Mar 6, 2019
Features and Improvements
Built-in Insight integration
Now you can integrate Service Desk with InvGate Insight without needing any configuration file.
Bug Fixes
Fixes a problem with knowledge base article creation.
Adds french missing translation.
Solves a problem with images whose name has a blank space in knowledge base articles.
Fixes an issue in server and database setup.
Fixes an issue with deletions of users.
Now when an alert is triggered you can access the request by the link in My Work.
Solves a problem with licences when importing users from a CSV template.
Fixes a UI problem in the Manager tab when using Firefox.
Now notifications are sent when a workflow tasks stage is unassigned.
Fixes an issue when showing web service action name in approval template.
Solves a problem that occurred when importing a category that was previously deleted.
Version 5.7.17.3
Apr 3, 2019
Bug Fixes
Fixes an issue when sending emails.
Version 5.7.17.2
Mar 21, 2019
Features and Improvements
Dashboard printing
Now you can print the dashboards in every browser using the standard printing dialog.
Bug Fixes
Fixes a problem with scheduled reports.
Fixes some issues in the Assign tab for the mobile version.
Fixes the button to export to PDF dashboards in Chrome.
Fixes a problem in the history when a request is assigned to a helpdesk.
Solves a problem with Gamification actions that sums zero points.
Fixes a problem with the How to delete requests feature.
Fixes a bug with the Required property in request templates.
Solves a problem when importing users whose manager does not exist.
Now the headers of the exported files are in bold.
Version 5.7.17.1
Mar 6, 2019
Bug Fixes
Adds french missing translation.
Solves a problem with images whose name has a blank space in knowledge base articles.
Fixes an issue in server and database setup.
Fixes an issue with deletions of users.
Now when an alert is triggered you can access the request by the link in My Work.
Solves a problem with licences when importing users from a CSV template.
Fixes a UI problem in the Manager tab when using Firefox.
Now notifications are sent when a workflow tasks stage is unassigned.
Fixes an issue when showing web service action name in approval template.
Solves a problem that occurred when importing a category that was previously deleted.
Version 5.7.17.0
Feb 21, 2019
Bug Fixes
Fixes an issue with categories and approval templates.
Fixes a bug when there are many pending approvals.
Fixes an issue in integration with Insight.
Fixes an issue when importing help desks from a CSV file.
The filter box title was corrected in Requested tab.
Fixes an issue in the recalculation of the SLA when the request is scaled.
Fixes an issue in gamification points assignment.
Now the user is warned when Google Chrome has a very old version to avoid errors.
Solves a bug about notifications when commenting ans reassigning at the same time.
Solves a problem with SLA pausing on changing the request help desk.
Fixes a problem when downloading attached files with strange names.
Solves a validation problem when trying to delete all the categories in the service catalog.