Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
Bug Fixes
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
We've improved the performance when looking for requests to merge.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Features and Improvements
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Features and Improvements
New DELETE method added to /incident.custom_field endpoint
From now on, you'll be able to delete the custom field values using the /incident.custom_field endpoint from the API.
Performance enhancements to the request screen
We've enhanced loading times when working with requests by limiting the amount of participants displayed.
Bug Fixes
Solves a bug in the Service Desk log when configuring incoming email using EWS Microsoft Modern Auth.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Before this fix, when duplicating a request from a customer with multiple locations, those locations were missing in the duplicated request.
Solves a bug that prevented Knowledge Base articles from being displayed in request descriptions during creation.
Bug Fixes
Fix for a bug that prevented Dashboards from being created in certain instances with web service calls in Workflows.
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Measuring times and occurrences from Workflow stages
From now on, you can export the duration and frequency of your Workflow stages, in addition to their start and end dates.
Web services calls improvements
From now on, you can send nested JSON objects in web services calls.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Before this fix, in reports summary, the label from the disabled checkbox custom fields was missing.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
We've made the key fields wider in order to make web service calls configuration forms easier to fill up.
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Features and Improvements
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Bug Fixes
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Before this fix, SAML configuration would generate warnings that flooded the logs, resulting in very heavy log files and server space issues.
Fixes an issue with tree field size in Workflows when the display setting was 150%.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Fixes some missing translations in English (UK) language in the history of the request.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Bug Fixes
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Fix for a bug that affected the manager's view in certain instances.
Before this fix, when creating a request in Service Desk through the Insight CI's profile, all the CIs containing the inventory ID from the CI that originated the request were related to said request.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug in the software information tab from CIs.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
Solves a bug that prevented users from replying to requests using the API /incident.comment endpoint.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
Bug Fixes
Fix for a bug that prevented reports from being scheduled.
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Bug Fixes
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Set a CI on a custom field using the API
From now on, the endpoint /incident.custom_field allows you to complete a CI custom field by name.
Bug Fixes
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, predefined articles from the Knowledge Base assigned to the last category leaf of the catalog tree were not suggested when creating a request in said category.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Fix for a bug that affected some pending jobs to resume the process when having a timeout.
Bug Fixes
Fix for a bug that prevented reports from being scheduled.
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Bug Fixes
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Bug Fixes
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Solves a bug that displayed the wrong ID when unlinking external entities from a request.
Fix for a bug in shared custom fields of list type with custom keys.
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Before this fix, the requests metrics window wasn't adjusting to the browser zoom correctly.
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Bug Fixes
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Fix for a bug in shared custom fields of list type with custom keys.
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Features and Improvements
New variable for requests location in email templates
With this new variable, you'll be able to add the request's location in email templates.
Bug Fixes
Before this fix, the delete button didn't appear in send and receive variables when configuring web services automation.
Fix for a bug in the 'TICKET_STATUS' variable from canned responses.
Fix for a bug that prevented outgoing email configuration changes of type 'SMTP' from being saved.
Before this fix, when editing the 'Login button text' field from SAML authentication configuration, the certificate was deleted.
Before this fix, selected users weren't saved correctly when sharing dashboards.
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in dashboard colors for priority and status dimensions.
Solves a bug in the Service Desk mobile version, that redirected to the notifications page after authentication with O365.
Solves a bug in Workflows when editing web service call stages using the design view.
Fix for a bug that prevented major incidents with 'Email' source from being created.
Solves a bug in the Assets integration.
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Fix for a bug in shared custom fields of list type with custom keys.
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Features and Improvements
Migrate LDAP groups to SCIM groups
We've added an option to replace LDAP groups with SCIM that share the same name.
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Fixes a bug in the requests report details when using the 'Linked CIs' dimension.
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Bug Fixes
Fix for a bug that prevented requests from being created or edited when using some conditions in automated actions and SLAs.
Solves a bug with system date and time format preferences.
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fixes a bug in scheduled reports date time fields format.
Fix for a bug that prevented Workflows from being related to other Workflows.
Bug Fixes
Fix for a bug when using the condition 'Customer does not belong to group' in SLAs, which prevented requests from being created.
Solves a bug that prevented the system from updating in some instances.
Bug Fixes
Fix for a bug in datetime custom field format.
Features and Improvements
Insight assets delivery documentation from a Workflow
From now on, you'll be able to generate a document to register the delivery or transfer of an Insight asset to a new owner or location from a Service Desk Workflow.
Audit report
We've added a new functionality that allows users to export information for audit purposes.
Execute all the automated actions that match the conditions
We've added a new option to execute all the automated actions that meet the execution conditions, in the configured order.
Comprehensive update of operators in conditionals and report filters
We've added missing operators in conditionals, rules and reports in order to allow users to use the same operators in different sections of Service Desk.
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Solves a bug in the file attachments UI when the file name is larger than the container.
Fix for a bug that prevented users from creating requests with custom fields through MS Teams.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a performance bug in reports.
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Bug Fixes
Solves a bug with system date and time format preferences.
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fixes a bug in scheduled reports date time fields format.
Fix for a bug that prevented Workflows from being related to other Workflows.
Bug Fixes
Solves a bug that prevented the system from updating in some instances.
Bug Fixes
Fix for a bug in datetime custom field format.
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a performance bug in reports.
Bug Fixes
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
Bug Fixes
Fix for a bug in request replies in some instances.
Bug Fixes
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
Solves a bug in Help Desks, Groups and Companies profiles visualization.
Fix for a visual bug that affected the notification button of the requests.
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
Solves a bug that affected the visibility of tasks for end users.
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
Fix for a bug that affected the 'is' operator in a CI type field in the Workflow's conditional stages.
Solves a bug in Workflow stage report filters.
Before this fix, the /wf.initialfields.by.category API endpoint didn't return results when the Workflow had initial fields with type list or tree.
Bug Fixes
Solves a bug with system date and time format preferences.
Fixes a bug in scheduled reports date time fields format.
Bug Fixes
Solves a bug that prevented the system from updating in some instances.
Bug Fixes
Fix for a bug in datetime custom field format.
Bug Fixes
Before this fix, when exporting a report, the selected fields were set as default for other reports.
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a performance bug in reports.
Bug Fixes
Solve a bug that prevented Web service calls from creating Service Desk requests when CI and file type fields were sent simultaneously.
Before this fix, SLAs were not deactivated when rejecting the requests.
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
Bug Fixes
Fix for a bug in request replies in some instances.
Bug Fixes
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
Solves a bug in Help Desks, Groups and Companies profiles visualization.
Fix for a visual bug that affected the notification button of the requests.
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
Before this fix, the /wf.initialfields.by.category API endpoint didn't return results when the Workflow had initial fields with type list or tree.
Bug Fixes
Fix for bug in the 'Last public comment date from agents' when changing a technical user to an end user.
Features and Improvements
Customize display date and time formats to your liking
From now on, users will be able to change the display format of the dates and times in Service Desk to their preference.
Bug Fixes
Before this fix, outgoing email configuration changes weren't saved.
Fix for a bug that prevented agents from opening attachments in Workflows.
Before this fix, the trial expiration date warning description was in Spanish.
Performance improvements when updating SCIM groups.
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
Solves a bug that prevented users from editing date time custom fields through the API.
Fix for a bug that duplicated tasks in 'My Work'.
Fix for a bug in 'My Work' caused by the column 'Last public comment date from agents'.
Performance improvements in requests.
Before this fix, when creating requests, the 'Found articles' section was displaying all matching articles regardless of the Knowledge Base categories configuration.
Solves a bug that caused the Dashboards to be sorted alphabetically when using the ocurrenced date as drilldown.
Bug Fixes
Solves a bug that allowed users to select multiple locations and status when updating Insight CIs.
Bug Fixes
Fix for a bug in request replies in some instances.
Bug Fixes
Fix for a bug in user type custom fields from Workflows when the field was populated using the API.
Solves a bug that prevented the /incident.custom_approval API endpoint from requesting custom approvals.
Solves a bug in Help Desks, Groups and Companies profiles visualization.
Fix for a visual bug that affected the notification button of the requests.
Fix for a bug that prevented the reports dimensions texts from being correctly updated after changing the language of the system.
Solves a bug that prevented the /incident.relate.ci.by.keyword API endpoint from relating CIs.
Fix for a bug that prevented agents from assigning major incident type requests when these requests weren't automatically assigned after their creation.
Before this fix, the /wf.initialfields.by.category API endpoint didn't return results when the Workflow had initial fields with type list or tree.
Bug Fixes
Before this fix, outgoing email configuration changes weren't saved.
Before this fix, the trial expiration date warning description was in Spanish.
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
Solves a bug that prevented users from editing date time custom fields through the API.
Before this fix, when creating requests, the 'Found articles' section was displaying all matching articles regardless of the Knowledge Base categories configuration.
Bug Fixes
Solves a bug that prevented users from opening request files attached via email replies.
Bug Fixes
Before this fix, when writing a comment with files attached in a request, the notification email sent to the request's customer showed the wrong files.
Features and Improvements
SAML configuration required beforehand to use SCIM
From now on, administrators won't be able to configure SCIM until SAML is added as an authentication method.
New time tracking categories endpoint
We've added a new endpoint called '/timetracking.attributes.category' that will allow you to get all the attributes from the time tracking categories.
SCIM end users deleted instead of disabled
From now on, Service Desk will delete SCIM end users that were removed from an Identity Provider. This means that if a user doesn't belong to an IdP anymore, then it won't appear in the users list displayed in Settings > Users.
Edit messages in requests
From now on, users will be able to edit their own messages in requests, if the configuration is enabled, thus allowing them to correct any mistake made when sending the messages.
Bug Fixes
Solves a bug that allowed agents to mention end users in internal comments.
Fix for a bug that prevented SCIM groups from being updated.
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
Fix for a bug that allowed users to attach a Knowledge Base article multiple times in the request's comments.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Solves a performance issue when filtering reports with tree-type shared custom fields.
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Before this fix, the ready-for-print version of a request for end users included the homepage search box.
We've added a missing translation in dashboards.
Bug Fixes
Before this fix, outgoing email configuration changes weren't saved.
Fix for a bug that prevented agents from opening attachments in Workflows.
Before this fix, the trial expiration date warning description was in Spanish.
Performance improvements when updating SCIM groups.
Fix for a bug that displayed deleted articles of the Knowledge Base, even though this granted no access to said article.
Fix for a bug that incorrectly displayed unsynchronized LDAP users when selecting the customer at request's creation.
Performance improvements in requests.
Bug Fixes
Fix for a bug that prevented SCIM groups from being updated.
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Bug Fixes
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
Solves a performance bug in 'My Work'.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Bug Fixes
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
Solves a bug with Windows installers caused by some MSSQL extensions.
Fixes a bug with email encoding.
Features and Improvements
Microsoft SMTP for outgoing emails
We've added a new Microsoft SMTP option, in the outgoing email configuration, that will allow users to use the Modern Authentication method.
Improvements in user import via CSV
This feature allows admins to leave the password undefined so that the imported user can set their own password. In addition, admins can force the user to change their password on first login.
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that prevented the system from updating users' locations through the CSV file.
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
Fix for a bug that prevented observers from being added to requests.
Before this fix, the users' section was not automatically updated if there was an error when synchronizing a user with LDAP.
Solves a UI bug when creating a Workflow, with a web service call to the Azure API, without completing the non-required text fields.
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
Solves a bug when creating major incidents using the option 'Create and solve'.
Fix for a bug in the member list from the Groups profile.
Bug Fixes
Fix for a bug that prevented SCIM groups from being updated.
Solves a bug affecting visibility rules that prevented the assigned agent from opening the Workflow.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Before this fix, if two requests were combined, the observers weren't added to the rejected request.
Bug Fixes
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
Before this fix, if the user's role changed from end user to agent, they weren't able to see the request type selector immediately.
Fix for a bug that prevented end users' customers from opening the Workflow in an email stage after an approval stage.
Fix for a bug that prevented users from selecting agents in the SLA report.
Bug Fixes
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
Solves a bug with Windows installers caused by some MSSQL extensions.
Fixes a bug with email encoding.
Features and Improvements
Microsoft SMTP for outgoing emails
We've added a new Microsoft SMTP option, in the outgoing email configuration, that will allow users to use the Modern Authentication method.
Bug Fixes
Solves a bug that prevented the system from updating users' locations through the CSV file.
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
Bug Fixes
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
Features and Improvements
Graphic improvement to the user selector in the login screen
We've changed the look and feel of the passwordless login by moving the help desks list for agents and managers to the option's tooltip.
Update screen improvements
We've changed the look and feel of the upgrade's screen.
Get the time tracking category through the API
From now on, you'll be able to obtain the time tracking category ID through the API /timetracking endpoint.
New notifications when LDAP integration fails
With this new feature, you'll receive notifications when the LDAP (Active Directory and OpenLDAP) integration fails. This way, the responsible for the integration will be able to act swiftly, thus reducing the downtime of the service.
Bug Fixes
Before this fix, when duplicating a request, only the customer's name was completed in the customer field.
Before this fix, when resetting passwords, the Service Desk password policies were applied to all the instances even when they didn't manage passwords through Service Desk.
Before this fix, when an agent was observing a help desk while not being a member, they could see the dashboard metrics of the requests belonging to the observed help desk, but when trying to see the requests list, this wasn't showing accordingly.
Fix for a bug regarding the time zone of holidays assigned to help desk shifts.
Before this fix, when an end user opened a request that belonged to a group of which said user was an observer, a popup was displayed, saying they did not have access to that request before opening it.
Bug Fixes
Before this fix, when existing users were edited via .CSV, their locations weren't updated.
Bug Fixes
Solves a bug that prevented the visibility rules from being applied when creating requests through MS Teams.
Solves a bug with Windows installers caused by some MSSQL extensions.
Fixes a bug with email encoding.
Features and Improvements
Microsoft SMTP for outgoing emails
We've added a new Microsoft SMTP option, in the outgoing email configuration, that will allow users to use the Modern Authentication method.
Bug Fixes
Solves a bug that prevented the system from updating users' locations through the CSV file.
Before this fix, some reports were downloaded with the XLS file extension instead of XLSX.
Solves a bug in the incoming email when using the EWS MMA protocol, that duplicated requests if the 'Delete emails' option wasn't enabled.
Fix for a bug that prevented dashboard charts from being generated when using the 'Requests (Backlog)' metric and filtering by request type.
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
Bug Fixes
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
Bug Fixes
Before this fix, when resetting passwords, the Service Desk password policies were applied to all the instances even when they didn't manage passwords through Service Desk.
Before this fix, when an agent was observing a help desk while not being a member, they could see the dashboard metrics of the requests belonging to the observed help desk, but when trying to see the requests list, this wasn't showing accordingly.
Before this fix, when an end user opened a request that belonged to a group of which said user was an observer, a popup was displayed, saying they did not have access to that request before opening it.
Bug Fixes
Fix for a bug that caused the 'My Work' section to stop working when reordering columns.
Bug Fixes
Solves a bug that prevented users from changing the status of requests by replying to them with the 'Waiting for an external entity' option.
Features and Improvements
Log of admin events now contemplates user creation via request
From now on, when an Agent is creating a user during request creation, or editing a request, the event will be registered in the event log.
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Solves a bug that caused the system to send duplicated email notifications when creating requests.
Before this fix, end users weren't able to see requests related to other requests, even when they were the customer of the request.
Before this fix, after deleting a Knowledge Base article, it was still displayed on the list from the articles section.
Bug Fixes
Before this fix, if a user was deleted from Service Desk and a new one was created with the same email, the deleted user would be synchronized at the moment of importing users with SCIM.
Solves a bug that unassigned users from a help desk when updating the user's data with the /user API endpoint.
Bug Fixes
Fix for a bug regarding the categories configuration when the categories were pinned or unpinned.
Bug Fixes
Before this fix, when resetting passwords, the Service Desk password policies were applied to all the instances even when they didn't manage passwords through Service Desk.
Before this fix, when an agent was observing a help desk while not being a member, they could see the dashboard metrics of the requests belonging to the observed help desk, but when trying to see the requests list, this wasn't showing accordingly.
Before this fix, when an end user opened a request that belonged to a group of which said user was an observer, a popup was displayed, saying they did not have access to that request before opening it.
Bug Fixes
Solves a bug that prevented users from changing the status of requests by replying to them with the 'Waiting for an external entity' option.
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Bug Fixes
Fixed a bug that prevented users from creating requests from a request template that contained a URL field.
Bug Fixes
We've added some missing translations.
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
Features and Improvements
Information about deleted time tracking records from a request
We've added a new pop-up that will display information about the deleted time tracking records when hovering over their IDs in the request history.
Proper alignment for texts with Arabic characters
From now on, texts containing Arabic characters will be aligned to the right. This change will apply to the request description, subject, and replies.
Input validator for custom and Workflow fields
We've added a new option on the text custom fields configuration page for verifying that the text input matches the restriction to the field, defined with the RegEx.
Improvements in the user creation and password set/reset processes
We've added the possibility for users to set their own passwords on user creation. Also, the option to force users to change their passwords on their next login after a password reset or user creation. These changes also apply to the API calls /user and /user.password.
Improvements in the tracking code configuration
From now on, users will only need to add the Google Analytics ID to their Service Desk instance to configure a tracking code.
Custom and Workflow fields available as columns in 'My Work'
From now on, agents will be able to select custom and Workflow fields as columns in their 'My Work' views.
Catalog navigation improvements
We've added significant improvements in the catalog navigations when creating a new request.
Integrations with Zapier
From now on, admins have information about how we can use Zapier to integrate InvGate Service Desk with Jira, Slack, Google Calendar and other applications in the section Settings > Integrations > Applications.
Improvements on SSO configuration with LDAP
With this new feature, users will no longer need to add a custom script when configuring Single Sign-On with LDAP on cloud instances.
Modify the help desks' hierarchy
We've added an option that will allow you to change the help desks' hierarchy. This way, you will save a considerable amount of time by not having to delete and recreate each help desk when you want to reorganize your organization's help desks.
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Before this fix, when an email was sent to more than one Service Desk incoming email account, only one of the accounts processed it.
Fix for a bug that assigned the customer in a Workflow as agent when reassigning through the /incident.reassing endpoint and the stage configuration was 'Previous stage responsible'.
Fixes a bug that prevented users from selecting multiple categories using the 'Shift + click' shortcut.
Before this fix, the language 'English (UK)' was not an available option when creating users.
Before this fix, when saving a requests report with an operator different from the default ('Total of'), the metric was deleted.
Solves a bug that prevented users from selecting CIs when creating requests on the mobile version of the system.
Before this fix, when disabling a user that belonged to a group that is defined as an approver for a Workflow approval stage, ongoing approvals were cancelled and therefore the Workflow got stuck.
Bug Fixes
Fixed a bug that caused an error when rejecting requests that were waiting for approvals.
Bug Fixes
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Features and Improvements
New fields to export in reports and views
We've added new columns, which can be exported, in reports, scheduled reports and views. These columns will allow you to download the Workflow's name and the SLA's related data (rules and solution percentage).
New option to populate custom lists and shared custom lists with Insight locations and status
From now on, users will be able to select locations and status from Insight using custom fields or shared custom fields from Workflows.
New UI for the Request View
We've made a nice restyling for the Request view, so that it looks cleaner and tidier.
New configuration for hiding actions in requests
We've added a new option that will allow admins to hide actions in requests from agents. These actions are: escalate, reject, reassign, reopen and merge.
Delete time tracking entries
With this new feature, you'll be able to delete time tracking entries from the requests. This could prove very useful for fixing possible mistakes in time tracking entries.
Bug Fixes
Solves a performance bug in the indexing process for request search.
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
Fixed a bug that prevented some columns from being saved for exporting future reports.
Before this fix, when exporting request lists from a filtered report, the selected columns were not saved for future reports.
Fixes a bug that prevented opening attachments in Workflows custom fields when the filenames contained the '+' character.
Solves a performance bug that prevented some reports and views from being generated in certain instances.
Before this fix, when reordering custom fields in settings, the changes were not applied.
Solves a bug in the email approval's links when the embedded credentials were enabled.
Fixes a bug that prevented opening attachments when the filename contained the '+' character.
Solves a performance issue when retrieving the request's linked assets in reports.
Bug Fixes
Before this fix, requests created via email had a 3-hour difference between their creation date and their occurrence date.
Before this fix, Workflows' emails were not sent if they had a tree-type field in their bodies.
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Fix for a bug that assigned the customer in a Workflow as agent when reassigning through the /incident.reassing endpoint and the stage configuration was 'Previous stage responsible'.
Solves a bug that prevented users from selecting CIs when creating requests on the mobile version of the system.
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Bug Fixes
We've added some missing translations in scheduled reports.
Features and Improvements
New fields to export in reports and views
We've added new columns, which can be exported, in reports, scheduled reports and views.These columns will allow you to download the Workflow's name and the SLA's related data (rules and solution percentage).
Bug Fixes
Solves a performance bug in the indexing process for request search.
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
Solves a bug in the email approval's links when the embedded credentials were enabled.
Solves a performance issue when retrieving the request's linked assets in reports.
Bug Fixes
Fixes a bug with request custom fields attachments.
Solves a performance issue related to request reporting.
Solved some performance issues when generating reports for Workflows with custom fields.
Bug Fixes
Fix for a bug that changed the request's priority to 'low' when editing the request, regardless of its original priority.
Bug Fixes
We've added some missing translations in scheduled reports.
Features and Improvements
New fields to export in reports and views
We've added new columns, which can be exported, in reports, scheduled reports and views.These columns will allow you to download the Workflow's name and the SLA's related data (rules and solution percentage).
Bug Fixes
Solves a performance bug in the indexing process for request search.
Before this fix, domain names in the LDAP configuration were always saved in uppercase, causing SSO login issues.
Solves a bug in the email approval's links when the embedded credentials were enabled.
Solves a performance issue when retrieving the request's linked assets in reports.
Bug Fixes
Fixes a bug with request custom fields attachments.
Solves a performance issue related to request reporting.
Bug Fixes
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
Features and Improvements
Get the observed entities from a user using the API /users.groups endpoint.
From now on, you'll be able to get all the observed locations, help desk, companies and groups from the users, and not just the entities where they are members, through the API endpoint /users.groups.
New option to populate Workflow trees with Service Desk locations
From now on, you'll be able to select a Service Desk location from a Workflow form and create a new request in that location via a web service.
Visual improvements in the selection boxes
We've improved the look and feel of the list and tree fields, in addition to enabling a smoother navigation through the available options.
Performance improvements in dashboards
We've performed some enhancement when generating dashboards.
Export SLAs configurations
From now on, you'll be able to export every SLA configured in the system. This will allow you to see the compiled information of the SLAs, thus giving you more control over them and helping you make a decision in case you need to address them.
Bug Fixes
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Before this fix, SLA hours were displayed incorrectly on request view cards.
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
Solved a bug that allowed disabled LDAP users to log in to Service Desk after resetting their password.
Solved a bug that prevented agents from using the interval reports.
Before this fix, requests with pending automated tasks could be closed in the mobile version of Service Desk.
Solved a bug that re-enabled disabled users when synchronizing with LDAP.
Bug Fixes
Fixes a bug with request custom fields attachments.
Solves a performance issue related to request reporting.
Bug Fixes
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
Features and Improvements
Get the observed entities from a user using the API /users.groups endpoint.
From now on, you'll be able to get all the observed locations, help desk, companies and groups from the users, and not just the entities where they are members, through the API endpoint /users.groups.
Bug Fixes
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Before this fix, SLA hours were displayed incorrectly on request view cards.
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
Solved a bug that allowed disabled LDAP users to log in to Service Desk after resetting their password.
Bug Fixes
Fix for a bug that prevented the execution of automations.
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
Features and Improvements
New parameter in the API call /user for retrieving disabled users
We've added a new parameter called 'include_disabled' in the endpoint /user from our API, that'll allow you to get all the Service Desk users' information, regardless of their status.
Bug Fixes
Before this fix, the request views weren't displaying unassigned or rejected requests.
Solves a bug that displayed the closed requests in the self-service portal.
Before this fix, when trying to change the password with a new one without the minimum character requirement, the system wasn't clarifying the reason.
Fix for a bug that showed a blank page in the approval Workflow stage when the previous stage had a task related to a closed request.
Bug Fixes
Solves a bug that prevented users from being imported through the LDAP integration when no domain names were provided in the configuration.
Features and Improvements
Get the observed entities from a user using the API /users.groups endpoint.
From now on, you'll be able to get all the observed locations, help desk, companies and groups from the users, and not just the entities where they are members, through the API endpoint /users.groups.
Bug Fixes
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Before this fix, SLA hours were displayed incorrectly on request view cards.
Before this fix, SCIM integration was not converting Service Desk internal and external users to SCIM users.
Bug Fixes
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
Bug Fixes
Solves a bug that displayed the closed requests in the self-service portal.
Before this fix, when trying to change the password with a new one without the minimum character requirement, the system wasn't clarifying the reason.
Fix for a bug that showed a blank page in the approval Workflow stage when the previous stage had a task related to a closed request.
Bug Fixes
Fixed a bug that caused the LDAP integration to only retrieve the last Organizational Unit.
Fix for a bug that prevented the correct visualization of SLA and Automation conditionals when using shared custom fields from Workflows, which were implemented more than once.
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
Features and Improvements
New special characters for passwords
From now on, users' passwords will be able to contain the special characters '¡' and '¿'.
Error messages for text type custom fields
With this new feature, you'll be able to configure your error messages for text type Custom Fields with custom format validation.
Bug Fixes
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
Fix for a bug in reports dimensions referring to Workflow fields that didn't belong to any stage.
Solves a performance bug when loading multiple charts from a dashboard.
Solves a bug that created duplicated requests in Service Desk when incoming emails were sent to both the incoming account and the alias of that account.
Fix for a bug in the Gamification badges images.
Fix for a bug that displayed the Dashboards instead of My Work when login to the system as an agent or manager.
Before this fix, field selection wasn't saved for the following exports, when exporting a request's view and sending it through email.
Before this fix, the filter 'Last public comment date from Agents' included the public comments from end users.
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
Fix for a bug that prevented reimporting deleted users who were imported through LDAP.
Fix for a bug that duplicated users in Service Desk if those users were edited in Active Directory before the synchronization.
Fix for a bug that prevented users from adding LDAP as an external authentication service.
Minor UI fix in the login page from instances without nominal agents.
Before this fix, the automated Workflow stages author was 'system' instead of the user assigned to the previous stage.
Bug Fixes
Before this fix, custom fields couldn't be used as dashboard drill-down filters.
Bug Fixes
Fix for a bug that showed a blank page in the approval Workflow stage when the previous stage had a task related to a closed request.
Bug Fixes
Fixed a bug that caused the LDAP integration to only retrieve the last Organizational Unit.
Fix for a bug that prevented the correct visualization of SLA and Automation conditionals when using shared custom fields from Workflows, which were implemented more than once.
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
Bug Fixes
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
Solves a performance bug when loading multiple charts from a dashboard.
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
Fix for a bug that prevented users from adding LDAP as an external authentication service.
Bug Fixes
Solves a bug that prevented managers from reassigning requests through the manager's section.
Before this fix, solution confirmations expired even when they were configured not to.
Solves a bug with list and tree types shared custom fields in Workflows.
Features and Improvements
Append email replies as requests' comments
From now on, email responses to the email that originated the request will be appended as comments.
Order items in field mapping selection
Admin users will be able to define the order in which information is shown in mapped fields for users imported from directory services.
Validation format for text custom fields for requests and Workflows
From now on, you'll be able to validate the input values from text custom fields by using the new predefined validations or even configure your own as you see fit.
Now SCIM integration supports Okta
Apart from Azure AD, now users and groups from Okta can be provisioned through our integration with SCIM automatically.
Changes in users validation process for password set/reset
New validation process for users that require password configuration or password reset.
Improvement in License warning messages
We've added more information to all License warnings, so that admin users can have a better understanding of what each message means.
Prevent help desk assignment to a request
New configuration is added to prevent technical users from selecting a help desk when reassigning a request.
Reorder stages in workflows
From now on, you'll be able to reorder stages and conditionals when designing a Workflow.
Expiration times in business hours
With this new feature, you'll be able to measure all the system expiration times during the help desk's working hours schedule.
Bug Fixes
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
Solves a bug that prevented the API from getting the CIs data using the endpoint /cis.by.id.
UI fix for date and date-time fields in the history of workflow requests.
Solves a bug when trying to validate the secondary email field in the user's edition screen.
Bug Fixes
Fix for a bug that prevented the correct visualization of SLA and Automation conditionals when using shared custom fields from Workflows, which were implemented more than once.
Solved a bug with the assignment rules when using the conditional operators: 'location is' and 'location is (or depends on)'.
Bug Fixes
Before this fix, agents couldn't skip tasks if they didn't belong to the help desk assigned to the Workflow stage.
Fix for a bug that displayed closed Workflows in the pending actions from the self-service portal.
Fix for a bug in reports dimensions referring to Workflow fields that didn't belong to any stage.
Solves a performance bug when loading multiple charts from a dashboard.
Before this fix, field selection wasn't saved for the following exports, when exporting a request's view and sending it through email.
Before this fix, when solving a request with at least one mandatory task, the completion of the required fields wasn't validated.
Fix for a bug that prevented users from adding LDAP as an external authentication service.
Bug Fixes
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
UI fix for date and date-time fields in the history of workflow requests.
Bug Fixes
Solved a bug that prevented requests from being reassigned.
Bug Fixes
Fix for bugs in the requests' view.
Features and Improvements
Participant box when creating requests
From now on, the customer's information will be displayed for agents when creating requests.
Bug Fixes
Solves a performance bug in the categories' list from the Knowledge Base.
Fix for a bug that caused performance issues in some instances.
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
Internal improvements to the users email validation process.
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
Before this fix, pending actions from rejected requests were still displayed to Agents. Furthermore, they were displayed to end users that were previosuly technical users.
Before this fix, some labels from Workflow form fields were out of frame.
Fix for bugs that affected the admin logs, in relation to the new roles and granular permissions events.
Bug Fixes
Before this fix, report drill downs were filtering incorrectly in relation to the selected values.
UI fix for date and date-time fields in the history of workflow requests.
Bug Fixes
Solved a bug that prevented requests from being reassigned.
Bug Fixes
Solves a performance bug in the categories' list from the Knowledge Base.
Fix for a bug that caused performance issues in some instances.
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
Internal improvements to the users email validation process.
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
Features and Improvements
New API endpoints for managing observers
From now on, you'll be able to add, remove and visualize the observers from groups, companies, help desks, and levels.
New language variant for English
We've added a new language differentiation between English (US) and English (UK).
New 'Change in a custom field' event
From now on, you'll be able to use the event 'Change in a custom field' for executing automated actions.
Bug Fixes
Before this fix, the search bar results were not displaying icons correctly.
Solves a performance bug in the job that executes queued tasks from the system.
Solves a bug that prevented certain On-prem instances from calling our API.
Fix for a bug in the MS teams bot that caused failures when the solution confirmation's approvals had no comments.
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
Bug Fixes
Solved a bug that prevented requests from being reassigned.
Bug Fixes
Solves a performance bug in the categories' list from the Knowledge Base.
Fix for a bug that caused performance issues in some instances.
Fix for a bug that prevented end users from creating and viewing requests in the mobile version of Service Desk.
Internal improvements to the users email validation process.
Before this fix, Dashboards filtered by the condition 'Waiting for Assignment' additionally displayed requests that were waiting for agents, which was not intended.
Bug Fixes
Before this fix, the search bar results were not displaying icons correctly.
Solves a performance bug in the job that executes queued tasks from the system.
Solves a bug that prevented certain On-prem instances from calling our API.
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
Bug Fixes
Performance improvements for filters in dashboards and reports.
Bug Fixes
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
Bug Fixes
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
Features and Improvements
Absences, working shifts and holiday time zones
With this feature, users will see the absences, working shifts and holiday-related information in their time zones.
New incoming emails synchronization method
We've added an option, in the inbound email configuration, to determine if the system should start processing the emails from a certain date or every unread email from the account.
Knowledge Base enabled by default
From now on, when installing new Service Desk instances, the Knowledge Base will be enabled by default.
Mandatory custom fields
From now on, you'll be able to determine whether a mandatory custom field will be required for creating, editing or solving the request, or required only for solving the request.
New LDAP field 'employeeID'
We've added the field 'employeeID' to the LDAP field matching options.
Bug Fixes
Solves a bug when assigning Help Desks dynamically to a Workflow task.
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
Before this fix, if an absence was two days long (in a row) while having the start and end at the exact same time, that interval was wrongly calculated as a single-day absence.
Fix for a bug that prevented the Microsoft Modern Auth inbound email configuration token from being refreshed, causing some issues in the accounts using this protocol.
Before this fix, when going back to a task stage in a Workflow that allowed to create tasks dynamically, only the predefined tasks were shown.
Fix for a bug that turned Managers into Agents when creating ACL roles.
Fix for a performance issue when requesting images from our AWS server.
Bug Fixes
Before this fix, the search bar results were not displaying icons correctly.
Solves a performance bug in the job that executes queued tasks from the system.
Solves a bug that prevented certain On-prem instances from calling our API.
Fix for a bug that prevented the endpoint /incident.custom_field from updating custom field's values from a request.
Bug Fixes
Performance improvements for filters in dashboards and reports.
Bug Fixes
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
Bug Fixes
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
Bug Fixes
Solves a bug when assigning Help Desks dynamically to a Workflow task.
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
Fix for a bug that prevented the Microsoft Modern Auth inbound email configuration token from being refreshed, causing some issues in the accounts using this protocol.
Fix for a bug that turned Managers into Agents when creating ACL roles.
Fix for a performance issue when requesting images from our AWS server.
Bug Fixes
Fix for a bug that was preventing users to accept solutions of a request with at least one article attached.
Bug Fixes
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
Features and Improvements
Filtering observed requests by entity in Service Desk mobile.
We've added a new option, in the 'observed' view from the 'Requested' tab, to filter the observed requests by entity in the Service Desk mobile version.
Bug Fixes
Before this fix, when sending emails with variables containing tables through a Workflow stage, those variables were shown in the emails without the corresponding format.
With this fix, we've added pagination to the events logs page from the system.
Before this fix when trying to import LDAP users, whose emails were already in Service Desk, those users were still shown during the importation process but were ignored without any notification.
Fix for a bug that prevented the availability report from showing when trying to display information about help desks without the time zones assigned.
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
Bug Fixes
Performance improvements for filters in dashboards and reports.
Bug Fixes
Before this fix, if the Workflow stage's responsible was dynamically defined, task stages having optional tasks were not showing the 'Continue' option.
Bug Fixes
Fix for a bug that prevented the endpoint /incident.observers from adding observers to the requests.
Bug Fixes
Solves a bug when assigning Help Desks dynamically to a Workflow task.
Fix for a bug that caused scheduled reports to fail and then disable them when using a tree-type custom fields.
Fix for a bug that prevented the Microsoft Modern Auth inbound email configuration token from being refreshed, causing some issues in the accounts using this protocol.
Fix for a bug that turned Managers into Agents when creating ACL roles.
Fix for a performance issue when requesting images from our AWS server.
Bug Fixes
Fix for a bug related to the login captcha and the user IP address.
Bug Fixes
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
Bug Fixes
With this fix, we've added pagination to the events logs page from the system.
Before this fix when trying to import LDAP users, whose emails were already in Service Desk, those users were still shown during the importation process but were ignored without any notification.
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
Bug Fixes
Solves a performance issue that was causing timeouts in approvals.
Solves a performance issue that was causing several timeouts.
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain database configurations.
Bug Fixes
Fix for a bug that automatically rejected approvals.
Bug Fixes
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
Fix for a bug that allowed users to enter emails containing 'ñ' when creating or modifying users even when it's not permitted by the system.
Solves a bug that prevented users from copying companies or groups.
Fix for a bug in which the scheduled reports would fail and then be disabled when trying to export descriptions exceeding the maximum excel allowed characters.
Fix for a bug that locked the users' table from the database and caused visual errors in some screens, when synchronizing users from LDAP in instances using MySQL.
Before this fix, when copying a Workflow tasks' stage, the predefined tasks weren't copied.
Before this fix, when updating fields from a Workflow and then redeploying it, the dashboards pointing to that Workflow displayed an error saying that the dashboard couldn't be rendered since at least one of its dimensions didn't exist.
Solved a visual bug in the icon's colors from the categories' configuration.
Before this fix, when asking for the workflow's initial fields by using the call /wf.initialfields.by.category from our API, those fields were returned as 'null'.
Fix for a bug that was incorrectly filling the request's title with the body template's title of the previously selected category.
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
Before this fix, location changes didn't immediately impact the conditional evaluations from the assignment rules.
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
Solves a bug that was incorrectly filling the request's title with the body template's title when creating a quick request in a category in which its parent category was using a body template.
Before this fix, email validation was required for Active Directory provided users.
Bug Fixes
Solves a bug that caused issues when importing users using LDAP v2
Bug Fixes
Fix for a bug that prevented the system from verifying the web service calls' status from the Workflows stages.
Bug Fixes
With this fix, we've added pagination to the events logs page from the system.
Before this fix when trying to import LDAP users, whose emails were already in Service Desk, those users were still shown during the importation process but were ignored without any notification.
Before this fix, the categories search engine was too strict when using accent marks, not showing the expected search results accordingly.
Bug Fixes
Solves a performance issue that was causing timeouts in approvals.
Solves a performance issue that was causing several timeouts.
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain database configurations.
Bug Fixes
Fix for a bug that automatically rejected approvals.
Bug Fixes
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
Solves a bug that prevented users from copying companies or groups.
Fix for a bug in which the scheduled reports would fail and then be disabled when trying to export descriptions exceeding the maximum excel allowed characters.
Fix for a bug that locked the users' table from the database and caused visual errors in some screens, when synchronizing users from LDAP in instances using MySQL.
Before this fix, when copying a Workflow tasks' stage, the predefined tasks weren't copied.
Before this fix, when updating fields from a Workflow and then redeploying it, the dashboards pointing to that Workflow displayed an error saying that the dashboard couldn't be rendered since at least one of its dimensions didn't exist.
Before this fix, when asking for the workflow's initial fields by using the call /wf.initialfields.by.category from our API, those fields were returned as 'null'.
Fix for a bug that was incorrectly filling the request's title with the body template's title of the previously selected category.
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
Before this fix, email validation was required for Active Directory provided users.
Bug Fixes
Solves a bug that caused performance issues during custom fields initialization within requests.
Solved a bug that prevented the system from expiring the spontaneous approvals.
Bug Fixes
Solves a bug that prevented users from copying companies or groups.
Before this fix, some dates of requests from the system's mobile version were in English, despite the user system's language being different.
Features and Improvements
Deprecation of the old end-users portal
From this version onwards, we've deprecated the previous version of the end-user portal.
Improvements in Workflows' web service call stages
We've added an execution status box in web service call stages from Workflows. This way, users will be notified when the activity finishes so they know they have to refresh the request.
Brand new look for the setup screen
We've updated the setup layout to improve the users' experience while installing the Service Desk.
Copy tasks from Workflows' stages and configure optional tasks
From now on, users who can edit Workflows will be able to copy tasks from one Workflow stage to another. In addition to this, they'll have the ability to choose whether the tasks will be mandatory or optional.
Last public agent reply
With this new feature, you'll be able to keep track of the last public update made by agents in requests, using reports and dashboards. Agents can also view this information in the My Work tab.
New SCIM integration
From now on, users and groups provisioning will be available through our new integration with SCIM automatically.
Support for MySQL 8
From now on, you'll be able to use MySQL 8 as Service Desk's database server.
Bug Fixes
Minor fix for the avatar's size from the cards view in My Work.
Fix for a bug in SLA dimensions colors from dashboards. Before this fix, the SLAs dimensions 'Correct' and 'Exceeded' had their colors inverted.
Before this fix, there were some performance issues in My Work when the requests had long descriptions.
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
Solves a bug with the format of the date-type fields when exporting reports in XLSX.
Fix bugs regarding Workflows' fields in filters from views, reports and dashboards.
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
Before this fix, the system was not saving the previously used field selection for exporting reports when custom fields were selected.
Solves a bug that was preventing Workflows from continuing to the next stage when the role of the assigned user was changed from agent to end-user.
Solves a bug that prevented users from logging into the system when the instance had the passwordless authentication enabled and 20.000+ users.
Bug Fixes
Solves a performance issue that was causing timeouts in approvals.
Solves a performance issue that was causing several timeouts.
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain database configurations.
Bug Fixes
Fix for a bug that automatically rejected approvals.
Bug Fixes
Fix for a bug in which the scheduled reports would fail and then be disabled when the details section wasn't configured to export.
Solves a bug that prevented users from copying companies or groups.
Fix for a bug in which the scheduled reports would fail and then be disabled when trying to export descriptions exceeding the maximum excel allowed characters.
Fix for a bug that locked the users' table from the database and caused visual errors in some screens, when synchronizing users from LDAP in instances using MySQL.
Before this fix, when updating fields from a Workflow and then redeploying it, the dashboards pointing to that Workflow displayed an error saying that the dashboard couldn't be rendered since at least one of its dimensions didn't exist.
Before this fix, when asking for the workflow's initial fields by using the call /wf.initialfields.by.category from our API, those fields were returned as 'null'.
Fix for a bug where the categories' selector from the mobile version of the system wrongly showed parent categories as subcategories.
Fix for a bug that sent notifications to internal users using the notification "Proposed solution for external users".
Before this fix, email validation was required for Active Directory provided users.
Bug Fixes
Solves a bug that caused performance issues during custom fields initialization within requests.
Solved a bug that prevented the system from expiring the spontaneous approvals.
Bug Fixes
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
Solves a bug that was preventing Workflows from continuing to the next stage when the role of the assigned user was changed from agent to end-user.
Bug Fixes
Fix for a visual bug in the dashboards' conditions configuration box size.
Features and Improvements
Optional or mandatory tasks in Workflows
We've added an option, in the tasks stages' configuration, to allow the Workflow to proceed to the next stage without completing all the tasks.
SLAs custom schedule settings
With this new feature, you'll be able to configure the Service Desk's SLAs to keep it running while following custom working hours and holiday calendars.
Improvements on the participants' box in the request view
Some of these improvements are: new expandable and collapsable view for collaborators and observers, expandable view for customer details, new design for the user avatars, a default version with user initials when no profile picture is uploaded, and more.
Change Insight's asset properties from a Service Desk Workflow
From now on, you'll be able to change the owner, location, and status of Insight's assets from a Service Desk Workflow.
Option to enable or disable new customers creation
We've added a new option to decide whether the technicians will be able to create new users when creating or editing requests.
New solution confirmation events
We've added new accepted and rejected solution's confirmation events for triggering automated actions.
Bug Fixes
From now on, the /locations.observers endpoint from our API is going to return the observers and observers' groups in different parameters.
Fix for a bug that caused failures in dashboards with custom fields when the system caching failed.
Solves a bug regarding the effectiveness indicator from the Knowledge Base articles. Before this fix, this percentage was always showing '0%' even when the articles were marked as useful.
Minor UI fix in the 'Request's options' icon from the 'Requested' section.
Before this fix, scheduled reports containing special characters were not correctly displaying those characters.
Improvements in 'Online User History' licensing chart. We've removed the metric 'Total nominal licenses' and replaced it with two new metrics: one called 'Assigned nominal licenses' for measuring the variance of assignments and 'Purchased nominal licenses
Solves a bug that prevented requests from being imported when their descriptions contained the less-than or greater-than character (< >).
Bug Fixes
Fix for a bug that automatically rejected approvals.
Bug Fixes
Solves a bug that caused performance issues during custom fields initialization within requests.
Solved a bug that prevented the system from expiring the spontaneous approvals.
Bug Fixes
Before this fix, when trying to edit users with the fields 'name' and 'last name' empty, the changes were not being saved.
Solves a visibility bug in 'Requested' tab that prevented requests from being shown by default.
Solves a bug that was preventing Workflows from continuing to the next stage when the role of the assigned user was changed from agent to end-user.
Solves a bug that prevented users from logging into the system when the instance had the passwordless authentication enabled and 20.000+ users.
Bug Fixes
From now on, the /locations.observers endpoint from our API is going to return the observers and observers' groups in different parameters.
Fix for a bug that caused failures in dashboards with custom fields when the system caching failed.
Solves a bug regarding the effectiveness indicator from the Knowledge Base articles. Before this fix, this percentage was always showing '0%' even when the articles were marked as useful.
Minor UI fix in the 'Request's options' icon from the 'Requested' section.
Before this fix, scheduled reports containing special characters were not correctly displaying those characters.
Solves a bug that prevented requests from being imported when their descriptions contained the less-than or greater-than character (< >).
Bug Fixes
Fix for a bug that caused the system to show a blank page when trying to render custom fields with no values.
Features and Improvements
Service Desk settings index
We've improved the search results from the settings index by adding missing items, information and keywords.
Descriptions in Workflows
With this new feature, you'll be able to add descriptions to the Workflow instances.
New roles tabs in users' administration
From now on, users will be grouped in tabs by role in the users' administration section.
Mobile announcements
We've improved the announcements functionality in the mobile version of Service Desk.
Text typed in the search box as requests' title
From now on, the text typed in the search box from the Self Service portal will be the request's subject by default.
New 'previous_comment' variable in email template
We've added the variable 'previous_comment' in the email template notification for new answers or comments. This variable refers to the comment preceding the one that generated the notification.
New users' operators for conditionals in Workflows
From now on, new operators are available for setting conditional paths in Workflows according to the users' locations or their help desks.
New parameter 'is_solution' in the API call 'incident.comment'
From now own, you will be able to obtain either solution comments or regular comments by using the new 'is_solution' parameter in the GET method of the API call 'incident.comment'.
Locations' observers
From now on, you'll be able to add users and groups as locations' observers.
Sort items from list and tree fields
With this new functionality, you'll be able to order the options of list and tree fields in requests and Workflows. The available methods for sorting are alphabetically (ascending or descending) or setting a custom order.
Bug Fixes
Solves a bug that prevented the system from creating requests massively through the API.
Before this fix, the System administrator default account was rewarded with gamification points as a regular user when it shouldn't.
Solves a bug that was preventing time-tracking reports from being generated when reports were filtered by the condition 'customer does not belong to group'.
Bug Fixes
From now on, the /locations.observers endpoint from our API is going to return the observers and observ