Service Desk Releases

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

Brand New 7.46.2 Stable 7.45.6 Core 7.44.7 LTS 7.34.27
Version 7.43.7
Mar 6, 2023
Bug Fixes
Major
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
#24759
Minor
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
#24740
Version 7.43.6
Mar 1, 2022
Bug Fixes
Major
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
#24623
Version 7.43.5
Feb 28, 2023
Bug Fixes
Major
Fix for a bug when assigning agents to Help Desks through the user's profile.
#24517
Minor
We've improved the performance when looking for requests to merge.
#24367
Major
Before this fix, the CIs that were related to a user were not displayed in their profile.
#23494
Version 7.43.4
Feb 13, 2023
Bug Fixes
Critical
Solves a bug in our API response format for instances using PHP 8.1.
#24470
Major
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
#24469
Version 7.43.3
Feb 10, 2023
Features and Improvements
New
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
#23582
Bug Fixes
Minor
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
#22484
Version 7.43.2
Feb 10, 2023
Features and Improvements
New
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.
#24193
New
Performance enhancements to the request screen
We've enhanced loading times when working with requests by limiting the amount of participants displayed.
#23646
Bug Fixes
Major
Solves a bug in the Service Desk log when configuring incoming email using EWS Microsoft Modern Auth.
#24232
Major
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
#24160
Minor
Before this fix, when duplicating a request from a customer with multiple locations, those locations were missing in the duplicated request.
#23774
Minor
Solves a bug that prevented Knowledge Base articles from being displayed in request descriptions during creation.
#23427
Version 7.43.1
Feb 2, 2023
Bug Fixes
Major
Fix for a bug that prevented Dashboards from being created in certain instances with web service calls in Workflows.
#24261
Version 7.43.0
Jan 27, 2023
Features and Improvements
New
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
#23581
New
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.
#22566
New
Web services calls improvements
From now on, you can send nested JSON objects in web services calls.
#13259
Bug Fixes
Major
Fix for a bug that prevented Knowledge Base articles from being edited.
#23988
Major
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
#23904
Major
With this fix, we've improved how we process large amounts of read notifications.
#23813
Minor
Before this fix, in reports summary, the label from the disabled checkbox custom fields was missing.
#23781
Minor
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
#23373
Minor
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
#22377
Major
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
#20754
Minor
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
#20387
Minor
We've made the key fields wider in order to make web service calls configuration forms easier to fill up.
#11212
Version 7.42.6
Feb 13, 2023
Bug Fixes
Critical
Solves a bug in our API response format for instances using PHP 8.1.
#24470
Major
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
#24469
Version 7.42.5
Feb 10, 2023
Features and Improvements
New
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
#23582
Bug Fixes
Minor
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
#22484
Version 7.42.4
Feb 3, 2023
Bug Fixes
Major
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
#24160
Version 7.42.3
Jan 27, 2023
Features and Improvements
New
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
#23581
New
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
#23393
Bug Fixes
Major
Fix for a bug that prevented Knowledge Base articles from being edited.
#23988
Major
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
#23904
Major
With this fix, we've improved how we process large amounts of read notifications.
#23813
Minor
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
#23373
Minor
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
#22377
Major
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
#20754
Minor
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
#20387
Version 7.42.1
Jan 17, 2023
Bug Fixes
Major
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
#23934
Major
Solves a bug that prevented 'My Work' from loading in certain instances.
#23924
Version 7.42.0
Jan 13, 2023
Features and Improvements
New
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
#23363
Bug Fixes
Major
Before this fix, report's export configuration was lost after a version update.
#23783
Minor
With this fix, exporting SLA configurations is now faster.
#23610
Major
Before this fix, SAML configuration would generate warnings that flooded the logs, resulting in very heavy log files and server space issues.
#23592
Minor
Fixes an issue with tree field size in Workflows when the display setting was 150%.
#23545
Major
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.
#23511
Minor
Fixes some missing translations in English (UK) language in the history of the request.
#23341
Major
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.
#23118
Minor
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
#20516
Version 7.41.7
Feb 10, 2023
Bug Fixes
Major
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
#24160
Version 7.41.6
Jan 27, 2023
Features and Improvements
New
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
#23581
New
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
#23393
Bug Fixes
Major
Fix for a bug that prevented Knowledge Base articles from being edited.
#23988
Major
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
#23904
Major
With this fix, we've improved how we process large amounts of read notifications.
#23813
Major
Fix for a bug that affected the manager's view in certain instances.
#23758
Minor
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.
#23704
Minor
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
#23373
Minor
Fix for a bug in the software information tab from CIs.
#22869
Minor
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
#22377
Minor
Solves a bug that prevented users from replying to requests using the API /incident.comment endpoint.
#20820
Major
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
#20754
Minor
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
#20387
Version 7.41.5
Jan 18, 2023
Bug Fixes
Major
Fix for a bug that prevented reports from being scheduled.
#23975
Version 7.41.4
Jan 17, 2023
Bug Fixes
Major
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
#23934
Major
Solves a bug that prevented 'My Work' from loading in certain instances.
#23924
Version 7.41.3
Jan 13, 2023
Features and Improvements
New
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
#23363
Bug Fixes
Major
Before this fix, report's export configuration was lost after a version update.
#23783
Minor
With this fix, exporting SLA configurations is now faster.
#23610
Major
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.
#23511
Major
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.
#23118
Minor
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
#20516
Version 7.41.2
Jan 6, 2023
Bug Fixes
Minor
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
#23750
Version 7.41.1
Jan 6, 2023
Bug Fixes
Major
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
#23721
Version 7.41.0
Jan 6, 2023
Features and Improvements
New
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
#23458
New
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.
#22699
Bug Fixes
Major
Searching for users will now produce faster results thanks to enhancements on the search engine.
#23509
Minor
Improved performance when looking for requests to merge.
#23122
Minor
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.
#22975
Major
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
#22433
Minor
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
#19678
Minor
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.
#18678
Major
Fix for a bug that affected some pending jobs to resume the process when having a timeout.
#18541
Version 7.40.6
Jan 18, 2023
Bug Fixes
Major
Fix for a bug that prevented reports from being scheduled.
#23975
Version 7.40.5
Jan 17, 2023
Bug Fixes
Major
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
#23934
Major
Solves a bug that prevented 'My Work' from loading in certain instances.
#23924
Version 7.40.4
Jan 13, 2023
Features and Improvements
New
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
#23363
Bug Fixes
Major
Before this fix, report's export configuration was lost after a version update.
#23783
Minor
With this fix, exporting SLA configurations is now faster.
#23610
Major
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.
#23511
Major
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.
#23118
Minor
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
#20516
Version 7.40.3
Jan 6, 2023
Bug Fixes
Minor
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
#23750
Version 7.40.2
Jan 6, 2023
Bug Fixes
Major
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
#23721
Version 7.40.1
Jan 6, 2023
Features and Improvements
New
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
#23458
Bug Fixes
Major
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
#23561
Major
Searching for users will now produce faster results thanks to enhancements on the search engine.
#23509
Minor
Improved performance when looking for requests to merge.
#23122
Major
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
#22433
Minor
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
#19678
Minor
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.
#18678
Version 7.40.0
Dec 16, 2022
Bug Fixes
Major
Fix for a bug in the MS Teams bot installer.
#23272
Minor
Performance improvements in Help Desks.
#23194
Major
Solves a bug that displayed the wrong ID when unlinking external entities from a request.
#23159
Major
Fix for a bug in shared custom fields of list type with custom keys.
#22722
Major
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
#22501
Minor
Before this fix, the requests metrics window wasn't adjusting to the browser zoom correctly.
#22023
Version 7.39.3
Jan 6, 2023
Features and Improvements
New
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
#23458
Bug Fixes
Major
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
#23561
Major
Searching for users will now produce faster results thanks to enhancements on the search engine.
#23509
Minor
Improved performance when looking for requests to merge.
#23122
Major
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
#22433
Minor
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
#19678
Minor
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.
#18678
Version 7.39.2
Dec 16, 2022
Bug Fixes
Major
Fix for a bug in the MS Teams bot installer.
#23272
Minor
Performance improvements in Help Desks.
#23194
Major
Fix for a bug in shared custom fields of list type with custom keys.
#22722
Version 7.39.1
Dec 6, 2022
Bug Fixes
Major
Solves a bug in certain time zones that caused a one-day difference in date time fields.
#23254
Version 7.39.0
Dec 6, 2022
Features and Improvements
New
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.
#22661
Bug Fixes
Minor
Before this fix, the delete button didn't appear in send and receive variables when configuring web services automation.
#23124
Minor
Fix for a bug in the 'TICKET_STATUS' variable from canned responses.
#23034
Major
Fix for a bug that prevented outgoing email configuration changes of type 'SMTP' from being saved.
#22850
Major
Before this fix, when editing the 'Login button text' field from SAML authentication configuration, the certificate was deleted.
#22813
Major
Before this fix, selected users weren't saved correctly when sharing dashboards.
#22439
Minor
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
#21906
Minor
Solves a bug in dashboard colors for priority and status dimensions.
#21730
Minor
Solves a bug in the Service Desk mobile version, that redirected to the notifications page after authentication with O365.
#21325
Minor
Solves a bug in Workflows when editing web service call stages using the design view.
#20677
Minor
Fix for a bug that prevented major incidents with 'Email' source from being created.
#18207
Major
Solves a bug in the Assets integration.
#17856
Version 7.38.5
Dec 16, 2022
Bug Fixes
Major
Fix for a bug in the MS Teams bot installer.
#23272
Minor
Performance improvements in Help Desks.
#23194
Major
Fix for a bug in shared custom fields of list type with custom keys.
#22722
Version 7.38.4
Dec 6, 2022
Bug Fixes
Major
Solves a bug in certain time zones that caused a one-day difference in date time fields.
#23254
Version 7.38.3
Dec 6, 2022
Bug Fixes
Minor
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
#21906
Minor
Solves a bug in Workflows when editing web service call stages using the design view.
#20677
Major
Solves a bug in the Assets integration.
#17856
Version 7.38.2
Dec 2, 2022
Bug Fixes
Minor
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
#21906
Minor
Solves a bug in Workflows when editing web service call stages using the design view.
#20677
Major
Solves a bug in the Assets integration.
#17856
Version 7.38.1
Nov 25, 2022
Bug Fixes
Minor
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
#23195
Version 7.38.0
Nov 22, 2022
Features and Improvements
New
Migrate LDAP groups to SCIM groups
We've added an option to replace LDAP groups with SCIM that share the same name.
#21481
Bug Fixes
Minor
Performance improvements in My Work collaborations.
#22900
Major
Performance improvements the manager's view.
#22855
Major
Fix for a bug that prevented Workflows from being related to other Workflows.
#22746
Minor
Fixes a bug in the requests report details when using the 'Linked CIs' dimension.
#18099
Version 7.37.8
Dec 6, 2022
Bug Fixes
Major
Solves a bug in certain time zones that caused a one-day difference in date time fields.
#23254
Version 7.37.7
Dec 6, 2022
Bug Fixes
Minor
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
#21906
Minor
Solves a bug in Workflows when editing web service call stages using the design view.
#20677
Major
Solves a bug in the Assets integration.
#17856
Version 7.37.6
Dec 2, 2022
Bug Fixes
Minor
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
#21906
Minor
Solves a bug in Workflows when editing web service call stages using the design view.
#20677
Major
Solves a bug in the Assets integration.
#17856
Version 7.37.5
Nov 25, 2022
Bug Fixes
Minor
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
#23195
Version 7.37.4
Nov 22, 2022
Bug Fixes
Minor
Performance improvements in My Work collaborations.
#22900
Major
Performance improvements the manager's view.
#22855
Major
Fix for a bug that prevented Workflows from being related to other Workflows.
#22746
Version 7.37.3
Nov 18, 2022
Bug Fixes
Major
Fix for a bug that prevented requests from being created or edited when using some conditions in automated actions and SLAs.
#23041
Major
Solves a bug with system date and time format preferences.
#22976
Minor
Performance improvements in My Work collaborations.
#22900
Major
Performance improvements the manager's view.
#22855
Minor
Fixes a bug in scheduled reports date time fields format.
#22846
Major
Fix for a bug that prevented Workflows from being related to other Workflows.
#22746
Version 7.37.2
Nov 11, 2022
Bug Fixes
Critical
Fix for a bug when using the condition 'Customer does not belong to group' in SLAs, which prevented requests from being created.
#22954
Minor
Solves a bug that prevented the system from updating in some instances.
#22914
Version 7.37.1
Nov 9, 2022
Bug Fixes
Major
Fix for a bug in datetime custom field format.
#22660
Version 7.37.0
Nov 4, 2022
Features and Improvements
New
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.
#21563
New
Audit report
We've added a new functionality that allows users to export information for audit purposes.
#19471
New
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.
#16565
New
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.
#15807
Bug Fixes
Minor
Before this fix, when exporting a report, the selected fields were set as default for other reports.
#22460
Minor
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
#22448
Minor
Solves a bug in the file attachments UI when the file name is larger than the container.
#21680
Major
Fix for a bug that prevented users from creating requests with custom fields through MS Teams.
#21608
Minor
Before this fix, SLAs were not deactivated when rejecting the requests.
#21390
Major
Solves a performance bug in reports.
#20971
Version 7.36.9
Nov 25, 2022
Bug Fixes
Minor
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
#23195
Version 7.36.8
Nov 22, 2022
Bug Fixes
Minor
Performance improvements in My Work collaborations.
#22900
Major
Performance improvements the manager's view.
#22855
Major
Fix for a bug that prevented Workflows from being related to other Workflows.
#22746
Version 7.36.7
Nov 18, 2022
Bug Fixes
Major
Solves a bug with system date and time format preferences.
#22976
Minor
Performance improvements in My Work collaborations.
#22900
Major
Performance improvements the manager's view.
#22855
Minor
Fixes a bug in scheduled reports date time fields format.
#22846
Major
Fix for a bug that prevented Workflows from being related to other Workflows.
#22746
Version 7.36.6
Nov 11, 2022
Bug Fixes
Minor
Solves a bug that prevented the system from updating in some instances.
#22914
Version 7.36.5
Nov 9, 2022
Bug Fixes
Major
Fix for a bug in datetime custom field format.
#22660
Version 7.36.4
Nov 4, 2022
Bug Fixes
Minor
Before this fix, when exporting a report, the selected fields were set as default for other reports.
#22460
Minor
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
#22448
Minor
Before this fix, SLAs were not deactivated when rejecting the requests.
#21390
Major
Solves a performance bug in reports.
#20971
Version 7.36.2
Nov 3, 2022
Bug Fixes
Minor
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
#22448
Minor
Before this fix, SLAs were not deactivated when rejecting the requests.
#21390
Minor
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
#20885
Version 7.36.1
Oct 28, 2022
Bug Fixes
Major
Fix for a bug in request replies in some instances.
#22710
Version 7.36.0
Oct 24, 2022
Bug Fixes
Critical
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
#22559
Major
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
#22490
Minor
Solves a bug in Help Desks, Groups and Companies profiles visualization.
#22451
Minor
Fix for a visual bug that affected the notification button of the requests.
#22227
Minor
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
#22107
Major
Solves a bug that affected the visibility of tasks for end users.
#21816
Major
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
#21763
Minor
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
#21571
Minor
Fix for a bug that affected the 'is' operator in a CI type field in the Workflow's conditional stages.
#20775
Minor
Solves a bug in Workflow stage report filters.
#20636
Minor
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.
#19658
Version 7.35.9
Nov 18, 2022
Bug Fixes
Major
Solves a bug with system date and time format preferences.
#22976
Minor
Fixes a bug in scheduled reports date time fields format.
#22846
Version 7.35.8
Nov 11, 2022
Bug Fixes
Minor
Solves a bug that prevented the system from updating in some instances.
#22914
Version 7.35.7
Nov 9, 2022
Bug Fixes
Major
Fix for a bug in datetime custom field format.
#22660
Version 7.35.6
Nov 4, 2022
Bug Fixes
Minor
Before this fix, when exporting a report, the selected fields were set as default for other reports.
#22460
Minor
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
#22448
Minor
Before this fix, SLAs were not deactivated when rejecting the requests.
#21390
Major
Solves a performance bug in reports.
#20971
Version 7.35.4
Nov 3, 2022
Bug Fixes
Minor
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
#22448
Minor
Before this fix, SLAs were not deactivated when rejecting the requests.
#21390
Minor
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
#20885
Version 7.35.3
Oct 28, 2022
Bug Fixes
Major
Fix for a bug in request replies in some instances.
#22710
Version 7.35.2
Oct 24, 2022
Bug Fixes
Critical
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
#22559
Major
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
#22490
Minor
Solves a bug in Help Desks, Groups and Companies profiles visualization.
#22451
Minor
Fix for a visual bug that affected the notification button of the requests.
#22227
Minor
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
#22107
Major
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
#21763
Minor
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
#21571
Minor
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.
#19658
Version 7.35.1
Oct 12, 2022
Bug Fixes
Major
Fix for bug in the 'Last public comment date from agents' when changing a technical user to an end user.
#22478
Version 7.35.0
Oct 11, 2022
Features and Improvements
New
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.
#4611
Bug Fixes
Major
Before this fix, outgoing email configuration changes weren't saved.
#22245
Major
Fix for a bug that prevented agents from opening attachments in Workflows.
#22167
Minor
Before this fix, the trial expiration date warning description was in Spanish.
#22150
Major
Performance improvements when updating SCIM groups.
#22094
Minor
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
#21965
Minor
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
#21365
Minor
Solves a bug that prevented users from editing date time custom fields through the API.
#21043
Minor
Fix for a bug that duplicated tasks in 'My Work'.
#20996
Major
Fix for a bug in 'My Work' caused by the column 'Last public comment date from agents'.
#20515
Major
Performance improvements in requests.
#20504
Major
Before this fix, when creating requests, the 'Found articles' section was displaying all matching articles regardless of the Knowledge Base categories configuration.
#20235
Minor
Solves a bug that caused the Dashboards to be sorted alphabetically when using the ocurrenced date as drilldown.
#12731
Version 7.34.6
Nov 3, 2022
Bug Fixes
Minor
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
#20885
Version 7.34.5
Oct 28, 2022
Bug Fixes
Major
Fix for a bug in request replies in some instances.
#22710
Version 7.34.4
Oct 24, 2022
Bug Fixes
Critical
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
#22559
Major
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
#22490
Minor
Solves a bug in Help Desks, Groups and Companies profiles visualization.
#22451
Minor
Fix for a visual bug that affected the notification button of the requests.
#22227
Minor
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
#22107
Major
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
#21763
Minor
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
#21571
Minor
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.
#19658
Version 7.34.3
Oct 11, 2022
Bug Fixes
Major
Before this fix, outgoing email configuration changes weren't saved.
#22245
Minor
Before this fix, the trial expiration date warning description was in Spanish.
#22150
Minor
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
#21965
Minor
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
#21365
Minor
Solves a bug that prevented users from editing date time custom fields through the API.
#21043
Major
Before this fix, when creating requests, the 'Found articles' section was displaying all matching articles regardless of the Knowledge Base categories configuration.
#20235
Version 7.34.2
Oct 4, 2022
Bug Fixes
Critical
Solves a bug that prevented users from opening request files attached via email replies.
#22373
Version 7.34.1
Sep 27, 2022
Bug Fixes
Critical
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.
#22303
Version 7.34.0
Sep 23, 2022
Features and Improvements
New
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.
#21459
New
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.
#20902
New
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.
#20299
New
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.
#4191
Bug Fixes
Minor
Solves a bug that allowed agents to mention end users in internal comments.
#22125
Major
Fix for a bug that prevented SCIM groups from being updated.
#22048
Minor
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
#21985
Minor
Fix for a bug that allowed users to attach a Knowledge Base article multiple times in the request's comments.
#21942
Minor
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.
#21788
Minor
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
#21634
Minor
Fix for a bug that prevented users from selecting agents in the SLA report.
#21630
Major
Solves a performance issue when filtering reports with tree-type shared custom fields.
#20312
Minor
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
#20183
Minor
Before this fix, the ready-for-print version of a request for end users included the homepage search box.
#19797
Minor
We've added a missing translation in dashboards.
#18851
Version 7.33.4
Oct 11, 2022
Bug Fixes
Major
Before this fix, outgoing email configuration changes weren't saved.
#22245
Major
Fix for a bug that prevented agents from opening attachments in Workflows.
#22167
Minor
Before this fix, the trial expiration date warning description was in Spanish.
#22150
Major
Performance improvements when updating SCIM groups.
#22094
Minor
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
#21965
Minor
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
#21365
Major
Performance improvements in requests.
#20504
Version 7.33.3
Sep 23, 2022
Bug Fixes
Major
Fix for a bug that prevented SCIM groups from being updated.
#22048
Minor
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
#21985
Minor
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.
#21788
Minor
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
#21634
Minor
Fix for a bug that prevented users from selecting agents in the SLA report.
#21630
Minor
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
#20183
Version 7.33.2
Sep 22, 2022
Bug Fixes
Major
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
#22102
Major
Solves a performance bug in 'My Work'.
#22100
Minor
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.
#21788
Minor
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
#21634
Minor
Fix for a bug that prevented users from selecting agents in the SLA report.
#21630
Version 7.33.1
Sep 13, 2022
Bug Fixes
Major
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
#22074
Critical
Solves a bug with Windows installers caused by some MSSQL extensions.
#22066
Major
Fixes a bug with email encoding.
#21950
Version 7.33.0
Sep 9, 2022
Features and Improvements
New
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.
#21412
New
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.
#20615
Bug Fixes
Major
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.
#21831
Minor
Solves a bug that prevented the system from updating users' locations through the CSV file.
#21783
Minor
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
#21628
Minor
Fix for a bug that prevented observers from being added to requests.
#21623
Minor
Before this fix, the users' section was not automatically updated if there was an error when synchronizing a user with LDAP.
#21463
Minor
Solves a UI bug when creating a Workflow, with a web service call to the Azure API, without completing the non-required text fields.
#21357
Critical
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
#21335
Minor
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
#21117
Minor
Solves a bug when creating major incidents using the option 'Create and solve'.
#20851
Minor
Fix for a bug in the member list from the Groups profile.
#19792
Version 7.32.6
Sep 23, 2022
Bug Fixes
Major
Fix for a bug that prevented SCIM groups from being updated.
#22048
Minor
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
#21985
Minor
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.
#21788
Minor
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
#21634
Minor
Fix for a bug that prevented users from selecting agents in the SLA report.
#21630
Minor
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
#20183
Version 7.32.5
Sep 22, 2022
Bug Fixes
Major
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
#22102
Minor
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.
#21788
Minor
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
#21634
Minor
Fix for a bug that prevented users from selecting agents in the SLA report.
#21630
Version 7.32.4
Sep 13, 2022
Bug Fixes
Major
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
#22074
Critical
Solves a bug with Windows installers caused by some MSSQL extensions.
#22066
Major
Fixes a bug with email encoding.
#21950
Version 7.32.3
Sep 11, 2022
Features and Improvements
New
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.
#21412
Bug Fixes
Minor
Solves a bug that prevented the system from updating users' locations through the CSV file.
#21783
Minor
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
#21628
Critical
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
#21335
Minor
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
#21117
Version 7.32.2
Sep 5, 2022
Bug Fixes
Major
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.
#21831
Major
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
#21564
Version 7.32.1
Sep 1, 2022
Bug Fixes
Critical
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
#21846
Version 7.32.0
Aug 30, 2022
Features and Improvements
New
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.
#21639
New
Update screen improvements
We've changed the look and feel of the upgrade's screen.
#21397
New
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.
#20488
New
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.
#17503
Bug Fixes
Minor
Before this fix, when duplicating a request, only the customer's name was completed in the customer field.
#21349
Minor
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.
#21097
Minor
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.
#19608
Minor
Fix for a bug regarding the time zone of holidays assigned to help desk shifts.
#11339
Minor
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.
#10288
Version 7.31.8
Sep 22, 2022
Bug Fixes
Major
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
#22102
Version 7.31.7
Sep 13, 2022
Bug Fixes
Major
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
#22074
Critical
Solves a bug with Windows installers caused by some MSSQL extensions.
#22066
Major
Fixes a bug with email encoding.
#21950
Version 7.31.6
Sep 11, 2022
Features and Improvements
New
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.
#21412
Bug Fixes
Minor
Solves a bug that prevented the system from updating users' locations through the CSV file.
#21783
Minor
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
#21628
Critical
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
#21335
Minor
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
#21117
Version 7.31.5
Sep 5, 2022
Bug Fixes
Major
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.
#21831
Major
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
#21564
Version 7.31.4
Sep 1, 2022
Bug Fixes
Critical
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
#21846
Version 7.31.3
Aug 30, 2022
Bug Fixes
Minor
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.
#21097
Minor
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.
#19608
Minor
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.
#10288
Version 7.31.2
Aug 23, 2022
Bug Fixes
Major
Fix for a bug that caused the 'My Work' section to stop working when reordering columns.
#21659
Version 7.31.1
Aug 18, 2022
Bug Fixes
Minor
Solves a bug that prevented users from changing the status of requests by replying to them with the 'Waiting for an external entity' option.
#21468
Version 7.31.0
Aug 16, 2022
Features and Improvements
New
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.
#20619
Bug Fixes
Minor
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
#21077
Minor
Solves a bug that caused the system to send duplicated email notifications when creating requests.
#20869
Minor
Before this fix, end users weren't able to see requests related to other requests, even when they were the customer of the request.
#20561
Minor
Before this fix, after deleting a Knowledge Base article, it was still displayed on the list from the articles section.
#19709
Version 7.30.8
Sep 5, 2022
Bug Fixes
Major
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.
#21831
Major
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
#21564
Version 7.30.7
Sep 1, 2022
Bug Fixes
Critical
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
#21846
Version 7.30.6
Aug 30, 2022
Bug Fixes
Minor
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.
#21097
Minor
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.
#19608
Minor
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.
#10288
Version 7.30.5
Aug 18, 2022
Bug Fixes
Minor
Solves a bug that prevented users from changing the status of requests by replying to them with the 'Waiting for an external entity' option.
#21468
Version 7.30.4
Aug 12, 2022
Bug Fixes
Minor
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
#21077
Version 7.30.3
Aug 12, 2022
Bug Fixes
Minor
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
#21077
Version 7.30.2
Aug 5, 2022
Bug Fixes
Major
Fixed a bug that prevented users from creating requests from a request template that contained a URL field.
#21402
Version 7.30.1
Aug 3, 2022
Bug Fixes
Minor
We've added some missing translations.
#21372
Minor
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
#20881
Major
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
#20853
Version 7.30.0
Jul 29, 2022
Features and Improvements
New
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.
#20988
New
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.
#20760
New
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.
#20581
New
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.
#20544
New
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.
#20430
New
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.
#19989
New
Catalog navigation improvements
We've added significant improvements in the catalog navigations when creating a new request.
#19888
New
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.
#19261
New
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.
#19076
New
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.
#4737
Bug Fixes
Major
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
#20886
Minor
Before this fix, when an email was sent to more than one Service Desk incoming email account, only one of the accounts processed it.
#20879
Major
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'.
#20822
Minor
Fixes a bug that prevented users from selecting multiple categories using the 'Shift + click' shortcut.
#20716
Minor
Before this fix, the language 'English (UK)' was not an available option when creating users.
#20673
Minor
Before this fix, when saving a requests report with an operator different from the default ('Total of'), the metric was deleted.
#18628
Minor
Solves a bug that prevented users from selecting CIs when creating requests on the mobile version of the system.
#18623
Minor
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.
#16490
Version 7.29.5
Aug 12, 2022
Bug Fixes
Minor
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
#21077
Version 7.29.3
Aug 3, 2022
Bug Fixes
Minor
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
#20881
Major
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
#20853
Version 7.29.1
Jul 26, 2022
Bug Fixes
Major
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
#20886
Version 7.29.0
Jul 20, 2022
Features and Improvements
New
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).
#20759
New
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.
#19419
New
New UI for the Request View
We've made a nice restyling for the Request view, so that it looks cleaner and tidier.
#18544
New
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.
#4594
New
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.
#3642
Bug Fixes
Major
Solves a performance bug in the indexing process for request search.
#20795
Major
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
#20502
Critical
Fixed a bug that prevented some columns from being saved for exporting future reports.
#20499
Major
Before this fix, when exporting request lists from a filtered report, the selected columns were not saved for future reports.
#20359
Minor
Fixes a bug that prevented opening attachments in Workflows custom fields when the filenames contained the '+' character.
#20199
Major
Solves a performance bug that prevented some reports and views from being generated in certain instances.
#20136
Minor
Before this fix, when reordering custom fields in settings, the changes were not applied.
#18987
Major
Solves a bug in the email approval's links when the embedded credentials were enabled.
#15751
Minor
Fixes a bug that prevented opening attachments when the filename contained the '+' character.
#15369
Major
Solves a performance issue when retrieving the request's linked assets in reports.
#14144
Version 7.28.5
Aug 3, 2022
Bug Fixes
Minor
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
#20881
Major
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
#20853
Version 7.28.4
Jul 29, 2022
Bug Fixes
Major
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
#20886
Major
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'.
#20822
Minor
Solves a bug that prevented users from selecting CIs when creating requests on the mobile version of the system.
#18623
Version 7.28.3
Jul 26, 2022
Bug Fixes
Major
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
#20886
Version 7.28.2
Jul 19, 2022
Bug Fixes
Minor
We've added some missing translations in scheduled reports.
#21092
Version 7.28.1
Jul 15, 2022
Features and Improvements
New
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).
#20759
Bug Fixes
Major
Solves a performance bug in the indexing process for request search.
#20795
Major
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
#20502
Major
Solves a bug in the email approval's links when the embedded credentials were enabled.
#15751
Major
Solves a performance issue when retrieving the request's linked assets in reports.
#14144
Version 7.28.0
Jul 3, 2022
Bug Fixes
Major
Fixes a bug with request custom fields attachments.
#20563
Major
Solves a performance issue related to request reporting.
#20513
Major
Solved some performance issues when generating reports for Workflows with custom fields.
#20316
Version 7.27.5
Jul 26, 2022
Bug Fixes
Major
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
#20886
Version 7.27.4
Jul 26, 2022
Bug Fixes
Minor
We've added some missing translations in scheduled reports.
#21092
Version 7.27.3
Jul 15, 2022
Features and Improvements
New
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).
#20759
Bug Fixes
Major
Solves a performance bug in the indexing process for request search.
#20795
Major
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
#20502
Major
Solves a bug in the email approval's links when the embedded credentials were enabled.
#15751
Major
Solves a performance issue when retrieving the request's linked assets in reports.
#14144
Version 7.27.2
Jul 3, 2022
Bug Fixes
Major
Fixes a bug with request custom fields attachments.
#20563
Major
Solves a performance issue related to request reporting.
#20513
Version 7.27.1
Jun 25, 2022
Bug Fixes
Critical
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
#20706
Version 7.27.0
Jun 21, 2022
Features and Improvements
New
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.
#20379
New
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.
#20213
New
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.
#18036
New
Performance improvements in dashboards
We've performed some enhancement when generating dashboards.
#17310
New
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.
#4344
Bug Fixes
Minor
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
#20443
Minor
Before this fix, SLA hours were displayed incorrectly on request view cards.
#20377
Major
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
#20364
Major
Solved a bug that allowed disabled LDAP users to log in to Service Desk after resetting their password.
#20276
Minor
Solved a bug that prevented agents from using the interval reports.
#19939
Minor
Before this fix, requests with pending automated tasks could be closed in the mobile version of Service Desk.
#19693
Minor
Solved a bug that re-enabled disabled users when synchronizing with LDAP.
#18727
Version 7.26.4
Jul 3, 2022
Bug Fixes
Major
Fixes a bug with request custom fields attachments.
#20563
Major
Solves a performance issue related to request reporting.
#20513
Version 7.26.3
Jun 25, 2022
Bug Fixes
Critical
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
#20706
Version 7.26.2
Jun 21, 2022
Features and Improvements
New
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.
#20379
Bug Fixes
Minor
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
#20443
Minor
Before this fix, SLA hours were displayed incorrectly on request view cards.
#20377
Major
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
#20364
Major
Solved a bug that allowed disabled LDAP users to log in to Service Desk after resetting their password.
#20276
Version 7.26.1
Jun 7, 2022
Bug Fixes
Critical
Fix for a bug that prevented the execution of automations.
#20482
Major
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
#20478
Version 7.26.0
Jun 3, 2022
Features and Improvements
New
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.
#19931
Bug Fixes
Minor
Before this fix, the request views weren't displaying unassigned or rejected requests.
#20319
Minor
Solves a bug that displayed the closed requests in the self-service portal.
#20306
Major
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.
#20281
Major
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.
#20198
Version 7.25.5
Jun 25, 2022
Bug Fixes
Critical
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
#20706
Version 7.25.4
Jun 21, 2022
Features and Improvements
New
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.
#20379
Bug Fixes
Minor
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
#20443
Minor
Before this fix, SLA hours were displayed incorrectly on request view cards.
#20377
Major
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
#20364
Version 7.25.3
Jun 7, 2022
Bug Fixes
Major
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
#20478
Version 7.25.2
Jun 3, 2022
Bug Fixes
Minor
Solves a bug that displayed the closed requests in the self-service portal.
#20306
Major
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.
#20281
Major
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.
#20198
Version 7.25.1
May 26, 2022
Bug Fixes
Critical
Fixed a bug that caused the LDAP integration to only retrieve the last Organizational Unit.
#20339
Critical
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.
#20310
Major
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
#20290
Version 7.25.0
May 20, 2022
Features and Improvements
New
New special characters for passwords
From now on, users' passwords will be able to contain the special characters '¡' and '¿'.
#19686
New
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.
#19152
Bug Fixes
Minor
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
#20166
Minor
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
#20109
Minor
Fix for a bug in reports dimensions referring to Workflow fields that didn't belong to any stage.
#20094
Minor
Solves a performance bug when loading multiple charts from a dashboard.
#20048
Minor
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.
#19936
Minor
Fix for a bug in the Gamification badges images.
#19934
Minor
Fix for a bug that displayed the Dashboards instead of My Work when login to the system as an agent or manager.
#19933
Minor
Before this fix, field selection wasn't saved for the following exports, when exporting a request's view and sending it through email.
#19924
Minor
Before this fix, the filter 'Last public comment date from Agents' included the public comments from end users.
#19916
Minor
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
#19908
Minor
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
#19894
Minor
Fix for a bug that duplicated users in Service Desk if those users were edited in Active Directory before the synchronization.
#19808
Minor
Fix for a bug that prevented users from adding LDAP as an external authentication service.
#19726
Minor
Minor UI fix in the login page from instances without nominal agents.
#19323
Minor
Before this fix, the automated Workflow stages author was 'system' instead of the user assigned to the previous stage.
#12765
Version 7.24.5
Jun 7, 2022
Bug Fixes
Major
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
#20478
Version 7.24.4
Jun 3, 2022
Bug Fixes
Major
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.
#20198
Version 7.24.3
May 26, 2022
Bug Fixes
Critical
Fixed a bug that caused the LDAP integration to only retrieve the last Organizational Unit.
#20339
Critical
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.
#20310
Major
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
#20290
Version 7.24.2
May 20, 2022
Bug Fixes
Minor
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
#20166
Minor
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
#20109
Minor
Solves a performance bug when loading multiple charts from a dashboard.
#20048
Minor
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
#19908
Minor
Fix for a bug that prevented users from adding LDAP as an external authentication service.
#19726
Version 7.24.1
May 11, 2022
Bug Fixes
Minor
Solves a bug that prevented managers from reassigning requests through the manager's section.
#20144
Minor
Before this fix, solution confirmations expired even when they were configured not to.
#20137
Minor
Solves a bug with list and tree types shared custom fields in Workflows.
#20128
Version 7.24.0
May 6, 2022
Features and Improvements
New
Append email replies as requests' comments
From now on, email responses to the email that originated the request will be appended as comments.
#19702
New
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.
#19509
New
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.
#19151
New
Now SCIM integration supports Okta
Apart from Azure AD, now users and groups from Okta can be provisioned through our integration with SCIM automatically.
#19079
New
Changes in users validation process for password set/reset
New validation process for users that require password configuration or password reset.
#19033
New
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.
#16826
New
Prevent help desk assignment to a request
New configuration is added to prevent technical users from selecting a help desk when reassigning a request.
#15680
New
Reorder stages in workflows
From now on, you'll be able to reorder stages and conditionals when designing a Workflow.
#9239
New
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.
#3795
Bug Fixes
Minor
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
#20014
Minor
Solves a bug that prevented the API from getting the CIs data using the endpoint /cis.by.id.
#19921
Minor
UI fix for date and date-time fields in the history of workflow requests.
#19612
Minor
Solves a bug when trying to validate the secondary email field in the user's edition screen.
#19536
Version 7.23.5
May 26, 2022
Bug Fixes
Critical
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.
#20310
Major
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
#20290
Version 7.23.4
May 20, 2022
Bug Fixes
Minor
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
#20166
Minor
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
#20109
Minor
Fix for a bug in reports dimensions referring to Workflow fields that didn't belong to any stage.
#20094
Minor
Solves a performance bug when loading multiple charts from a dashboard.
#20048
Minor
Before this fix, field selection wasn't saved for the following exports, when exporting a request's view and sending it through email.
#19924
Minor
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
#19908
Minor
Fix for a bug that prevented users from adding LDAP as an external authentication service.
#19726
Version 7.23.3
May 5, 2022
Bug Fixes
Minor
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
#20014
Minor
UI fix for date and date-time fields in the history of workflow requests.
#19612
Version 7.23.2
Apr 28, 2022
Bug Fixes
Minor
Solved a bug that prevented requests from being reassigned.
#19996
Version 7.23.1
Apr 22, 2022
Bug Fixes
Minor
Fix for bugs in the requests' view.
#19927
Version 7.23.0
Apr 21, 2022
Features and Improvements
New
Participant box when creating requests
From now on, the customer's information will be displayed for agents when creating requests.
#6842
Bug Fixes
Minor
Solves a performance bug in the categories' list from the Knowledge Base.
#19795
Minor
Fix for a bug that caused performance issues in some instances.
#19750
Minor
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
#19683
Minor
Internal improvements to the users email validation process.
#19610
Minor
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
#19510
Minor
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.
#19476
Minor
Before this fix, some labels from Workflow form fields were out of frame.
#19138
Minor
Fix for bugs that affected the admin logs, in relation to the new roles and granular permissions events.
#18599
Version 7.22.3
May 5, 2022
Bug Fixes
Minor
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
#20014
Minor
UI fix for date and date-time fields in the history of workflow requests.
#19612
Version 7.22.2
Apr 28, 2022
Bug Fixes
Minor
Solved a bug that prevented requests from being reassigned.
#19996
Version 7.22.1
Apr 21, 2022
Bug Fixes
Minor
Solves a performance bug in the categories' list from the Knowledge Base.
#19795
Minor
Fix for a bug that caused performance issues in some instances.
#19750
Minor
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
#19683
Minor
Internal improvements to the users email validation process.
#19610
Minor
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
#19510
Version 7.22.0
Apr 11, 2022
Features and Improvements
New
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.
#18681
New
New language variant for English
We've added a new language differentiation between English (US) and English (UK).
#15502
New
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.
#14840
Bug Fixes
Minor
Before this fix, the search bar results were not displaying icons correctly.
#19704
Minor
Solves a performance bug in the job that executes queued tasks from the system.
#19660
Minor
Solves a bug that prevented certain On-prem instances from calling our API.
#19531
Minor
Fix for a bug in the MS teams bot that caused failures when the solution confirmation's approvals had no comments.
#19514
Minor
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
#19393
Version 7.21.6
Apr 28, 2022
Bug Fixes
Minor
Solved a bug that prevented requests from being reassigned.
#19996
Version 7.21.5
Apr 21, 2022
Bug Fixes
Minor
Solves a performance bug in the categories' list from the Knowledge Base.
#19795
Minor
Fix for a bug that caused performance issues in some instances.
#19750
Minor
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
#19683
Minor
Internal improvements to the users email validation process.
#19610
Minor
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
#19510
Version 7.21.4
Apr 11, 2022
Bug Fixes
Minor
Before this fix, the search bar results were not displaying icons correctly.
#19704
Minor
Solves a performance bug in the job that executes queued tasks from the system.
#19660
Minor
Solves a bug that prevented certain On-prem instances from calling our API.
#19531
Minor
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
#19393
Version 7.21.3
Apr 5, 2022
Bug Fixes
Minor
Performance improvements for filters in dashboards and reports.
#19669
Version 7.21.2
Mar 31, 2022
Bug Fixes
Minor
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
#19618
Version 7.21.1
Mar 30, 2022
Bug Fixes
Minor
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
#19546
Version 7.21.0
Mar 25, 2022
Features and Improvements
New
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.
#17819
New
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.
#16613
New
Knowledge Base enabled by default
From now on, when installing new Service Desk instances, the Knowledge Base will be enabled by default.
#15744
New
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.
#7292
New
New LDAP field 'employeeID'
We've added the field 'employeeID' to the LDAP field matching options.
#6649
Bug Fixes
Minor
Solves a bug when assigning Help Desks dynamically to a Workflow task.
#19530
Minor
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
#19379
Minor
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.
#19322
Minor
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.
#19320
Minor
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.
#19145
Minor
Fix for a bug that turned Managers into Agents when creating ACL roles.
#19009
Minor
Fix for a performance issue when requesting images from our AWS server.
#7575
Version 7.20.7
Apr 11, 2022
Bug Fixes
Minor
Before this fix, the search bar results were not displaying icons correctly.
#19704
Minor
Solves a performance bug in the job that executes queued tasks from the system.
#19660
Minor
Solves a bug that prevented certain On-prem instances from calling our API.
#19531
Minor
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
#19393
Version 7.20.6
Apr 5, 2022
Bug Fixes
Minor
Performance improvements for filters in dashboards and reports.
#19669
Version 7.20.5
Mar 30, 2022
Bug Fixes
Minor
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
#19618
Version 7.20.4
Mar 28, 2022
Bug Fixes
Minor
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
#19546
Version 7.20.3
Mar 25, 2022
Bug Fixes
Minor
Solves a bug when assigning Help Desks dynamically to a Workflow task.
#19530
Minor
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
#19379
Minor
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.
#19320
Minor
Fix for a bug that turned Managers into Agents when creating ACL roles.
#19009
Minor
Fix for a performance issue when requesting images from our AWS server.
#7575
Version 7.20.2
Mar 18, 2022
Bug Fixes
Minor
Fix for a bug that was preventing users to accept solutions of a request with at least one article attached.
#19532
Version 7.20.1
Mar 16, 2022
Bug Fixes
Minor
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
#19497
Version 7.20.0
Mar 10, 2022
Features and Improvements
New
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.
#19223
Bug Fixes
Minor
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.
#19190
Minor
With this fix, we've added pagination to the events logs page from the system.
#18724
Minor
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.
#18643
Minor
Fix for a bug that prevented the availability report from showing when trying to display information about help desks without the time zones assigned.
#18545
Minor
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
#13114
Version 7.19.10
Apr 5, 2022
Bug Fixes
Minor
Performance improvements for filters in dashboards and reports.
#19669
Version 7.19.9
Mar 30, 2022
Bug Fixes
Minor
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
#19618
Version 7.19.8
Mar 28, 2022
Bug Fixes
Minor
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
#19546
Version 7.19.7
Mar 25, 2022
Bug Fixes
Minor
Solves a bug when assigning Help Desks dynamically to a Workflow task.
#19530
Minor
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
#19379
Minor
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.
#19320
Minor
Fix for a bug that turned Managers into Agents when creating ACL roles.
#19009
Minor
Fix for a performance issue when requesting images from our AWS server.
#7575
Version 7.19.6
Mar 18, 2022
Bug Fixes
Minor
Fix for a bug related to the login captcha and the user IP address.
#19511
Version 7.19.5
Mar 16, 2022
Bug Fixes
Minor
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
#19497
Version 7.19.4
Mar 10, 2022
Bug Fixes
Minor
With this fix, we've added pagination to the events logs page from the system.
#18724
Minor
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.
#18643
Minor
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
#13114
Version 7.19.3
Mar 4, 2022
Bug Fixes
Minor
Solves a performance issue that was causing timeouts in approvals.
#19352
Minor
Solves a performance issue that was causing several timeouts.
#19348
Version 7.19.2
Mar 2, 2022
Bug Fixes
Minor
This is a fix for a database migration that may have caused some problems in certain database configurations.
#19364
Version 7.19.1
Feb 25, 2022
Bug Fixes
Minor
Fix for a bug that automatically rejected approvals.
#19324
Version 7.19.0
Feb 24, 2021
Bug Fixes
Minor
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
#19214
Minor
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.
#19191
Minor
Solves a bug that prevented users from copying companies or groups.
#19174
Minor
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.
#19166
Minor
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.
#19164
Minor
Before this fix, when copying a Workflow tasks' stage, the predefined tasks weren't copied.
#19146
Minor
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.
#19084
Minor
Solved a visual bug in the icon's colors from the categories' configuration.
#19064
Minor
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'.
#18982
Minor
Fix for a bug that was incorrectly filling the request's title with the body template's title of the previously selected category.
#18873
Minor
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
#18847
Minor
Before this fix, location changes didn't immediately impact the conditional evaluations from the assignment rules.
#18711
Minor
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
#18442
Minor
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.
#18049
Minor
Before this fix, email validation was required for Active Directory provided users.
#17714
Version 7.18.9
Mar 18, 2022
Bug Fixes
Minor
Solves a bug that caused issues when importing users using LDAP v2
#19549
Version 7.18.8
Mar 16, 2022
Bug Fixes
Minor
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
#19497
Version 7.18.7
Mar 10, 2022
Bug Fixes
Minor
With this fix, we've added pagination to the events logs page from the system.
#18724
Minor
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.
#18643
Minor
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
#13114
Version 7.18.6
Mar 4, 2022
Bug Fixes
Minor
Solves a performance issue that was causing timeouts in approvals.
#19352
Minor
Solves a performance issue that was causing several timeouts.
#19348
Version 7.18.5
Mar 2, 2022
Bug Fixes
Minor
This is a fix for a database migration that may have caused some problems in certain database configurations.
#19364
Version 7.18.4
Feb 25, 2022
Bug Fixes
Minor
Fix for a bug that automatically rejected approvals.
#19324
Version 7.18.3
Feb 24, 2021
Bug Fixes
Minor
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
#19214
Minor
Solves a bug that prevented users from copying companies or groups.
#19174
Minor
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.
#19166
Minor
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.
#19164
Minor
Before this fix, when copying a Workflow tasks' stage, the predefined tasks weren't copied.
#19146
Minor
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.
#19084
Minor
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'.
#18982
Minor
Fix for a bug that was incorrectly filling the request's title with the body template's title of the previously selected category.
#18873
Minor
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
#18847
Minor
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
#18442
Minor
Before this fix, email validation was required for Active Directory provided users.
#17714
Version 7.18.2
Feb 24, 2021
Bug Fixes
Minor
Solves a bug that caused performance issues during custom fields initialization within requests.
#19310
Minor
Solved a bug that prevented the system from expiring the spontaneous approvals.
#19307
Version 7.18.1
Feb 21, 2022
Bug Fixes
Minor
Solves a bug that prevented users from copying companies or groups.
#19174
Minor
Before this fix, some dates of requests from the system's mobile version were in English, despite the user system's language being different.
#18858
Version 7.18.0
Feb 14, 2022
Features and Improvements
New
Deprecation of the old end-users portal
From this version onwards, we've deprecated the previous version of the end-user portal.
#18939
New
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.
#18311
New
Brand new look for the setup screen
We've updated the setup layout to improve the users' experience while installing the Service Desk.
#17284
New
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.
#16957
New
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.
#16510
New
New SCIM integration
From now on, users and groups provisioning will be available through our new integration with SCIM automatically.
#8082
New
Support for MySQL 8
From now on, you'll be able to use MySQL 8 as Service Desk's database server.
#7405
Bug Fixes
Minor
Minor fix for the avatar's size from the cards view in My Work.
#19038
Minor
Fix for a bug in SLA dimensions colors from dashboards. Before this fix, the SLAs dimensions 'Correct' and 'Exceeded' had their colors inverted.
#19002
Minor
Before this fix, there were some performance issues in My Work when the requests had long descriptions.
#18927
Minor
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
#18877
Minor
Solves a bug with the format of the date-type fields when exporting reports in XLSX.
#18853
Minor
Fix bugs regarding Workflows' fields in filters from views, reports and dashboards.
#18383
Minor
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
#18376
Minor
Before this fix, the system was not saving the previously used field selection for exporting reports when custom fields were selected.
#18044
Minor
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.
#17654
Minor
Solves a bug that prevented users from logging into the system when the instance had the passwordless authentication enabled and 20.000+ users.
#17560
Version 7.17.7
Mar 4, 2022
Bug Fixes
Minor
Solves a performance issue that was causing timeouts in approvals.
#19352
Minor
Solves a performance issue that was causing several timeouts.
#19348
Version 7.17.6
Mar 2, 2022
Bug Fixes
Minor
This is a fix for a database migration that may have caused some problems in certain database configurations.
#19364
Version 7.17.5
Feb 25, 2022
Bug Fixes
Minor
Fix for a bug that automatically rejected approvals.
#19324
Version 7.17.4
Feb 24, 2021
Bug Fixes
Minor
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
#19214
Minor
Solves a bug that prevented users from copying companies or groups.
#19174
Minor
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.
#19166
Minor
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.
#19164
Minor
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.
#19084
Minor
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'.
#18982
Minor
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
#18847
Minor
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
#18442
Minor
Before this fix, email validation was required for Active Directory provided users.
#17714
Version 7.17.3
Feb 24, 2021
Bug Fixes
Minor
Solves a bug that caused performance issues during custom fields initialization within requests.
#19310
Minor
Solved a bug that prevented the system from expiring the spontaneous approvals.
#19307
Version 7.17.2
Feb 14, 2022
Bug Fixes
Minor
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
#18877
Minor
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
#18376
Minor
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.
#17654
Version 7.17.1
Jan 28, 2022
Bug Fixes
Minor
Fix for a visual bug in the dashboards' conditions configuration box size.
#18996
Version 7.17.0
Jan 27, 2022
Features and Improvements
New
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.
#18834
New
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.
#18441
New
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.
#18285
New
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.
#16883
New
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.
#13830
New
New solution confirmation events
We've added new accepted and rejected solution's confirmation events for triggering automated actions.
#12949
Bug Fixes
Minor
From now on, the /locations.observers endpoint from our API is going to return the observers and observers' groups in different parameters.
#18903
Minor
Fix for a bug that caused failures in dashboards with custom fields when the system caching failed.
#18736
Minor
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.
#18569
Minor
Minor UI fix in the 'Request's options' icon from the 'Requested' section.
#18527
Minor
Before this fix, scheduled reports containing special characters were not correctly displaying those characters.
#18507
Minor
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
#18452
Minor
Solves a bug that prevented requests from being imported when their descriptions contained the less-than or greater-than character (< >).
#16615
Version 7.16.5
Feb 25, 2022
Bug Fixes
Minor
Fix for a bug that automatically rejected approvals.
#19324
Version 7.16.4
Feb 24, 2021
Bug Fixes
Minor
Solves a bug that caused performance issues during custom fields initialization within requests.
#19310
Minor
Solved a bug that prevented the system from expiring the spontaneous approvals.
#19307
Version 7.16.3
Feb 14, 2022
Bug Fixes
Minor
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
#18877
Minor
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
#18376
Minor
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.
#17654
Minor
Solves a bug that prevented users from logging into the system when the instance had the passwordless authentication enabled and 20.000+ users.
#17560
Version 7.16.2
Jan 27, 2022
Bug Fixes
Minor
From now on, the /locations.observers endpoint from our API is going to return the observers and observers' groups in different parameters.
#18903
Minor
Fix for a bug that caused failures in dashboards with custom fields when the system caching failed.
#18736
Minor
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.
#18569
Minor
Minor UI fix in the 'Request's options' icon from the 'Requested' section.
#18527
Minor
Before this fix, scheduled reports containing special characters were not correctly displaying those characters.
#18507
Minor
Solves a bug that prevented requests from being imported when their descriptions contained the less-than or greater-than character (< >).
#16615
Version 7.16.1
Jan 17, 2022
Bug Fixes
Minor
Fix for a bug that caused the system to show a blank page when trying to render custom fields with no values.
#18860
Version 7.16.0
Jan 13, 2022
Features and Improvements
New
Service Desk settings index
We've improved the search results from the settings index by adding missing items, information and keywords.
#18607
New
Descriptions in Workflows
With this new feature, you'll be able to add descriptions to the Workflow instances.
#18483
New
New roles tabs in users' administration
From now on, users will be grouped in tabs by role in the users' administration section.
#18182
New
Mobile announcements
We've improved the announcements functionality in the mobile version of Service Desk.
#18025
New
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.
#16094
New
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.
#15363
New
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.
#15333
New
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'.
#13116
New
Locations' observers
From now on, you'll be able to add users and groups as locations' observers.
#10698
New
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.
#4785
Bug Fixes
Minor
Solves a bug that prevented the system from creating requests massively through the API.
#18456
Minor
Before this fix, the System administrator default account was rewarded with gamification points as a regular user when it shouldn't.
#17309
Minor
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'.
#15600
Version 7.15.3
Jan 27, 2022
Bug Fixes
Minor
From now on, the /locations.observers endpoint from our API is going to return the observers and observ