Version 7.57.16
Sep 18, 2023
Bug Fixes
Fix for a bug that was restarting the SLA timer when custom and spontaneous approvals, which require multiple votes, received the first approval vote.
Version 7.57.14
Sep 13, 2023
Bug Fixes
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
Version 7.57.13
Sep 12, 2023
Bug Fixes
Minor security enhancements.
Version 7.57.12
Sep 11, 2023
Bug Fixes
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
Improved loading times for the Manager view in specific scenarios.
Before this fix, when editing and reordering predefined values of custom fields of the List or Tree type using the custom order selector and clicking Save, the changes were not saved.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.57.11
Sep 7, 2023
Bug Fixes
Fixes a bug that prevented workflow approvals from being accepted or rejected.
Fixes a bug where interval reports failed to generate results under certain circumstances.
Fixes a bug that caused dashboard charts with the 'Last update' filter criteria and the 'is not (range)' operator applied to become stuck in a loading state on SQL Server database engines.
We've resolved an issue where category assignment rules were not working correctly when the request creator was a help desk agent with "Manual request assignment" disabled.
We have fixed an issue when external users were attempting to accept or reject an approval via email with the configuration 'Links with embedded credentials' enabled.
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
Improved loading times for the Manager view in specific scenarios.
Before this fix, when editing and reordering predefined values of custom fields of the List or Tree type using the custom order selector and clicking Save, the changes were not saved.
We've resolved a bug that previously hindered the ability to resize images when pasting them into a comment field within a request using Chrome or Edge browsers. This feature now works seamlessly across all browsers, including Firefox.
Version 7.57.10
Sep 4, 2023
Bug Fixes
We've resolved a bug where changes made to a request's title through a web service stage were not properly reflected in the actual request.
Version 7.57.9
Aug 30, 2023
Bug Fixes
Fix for a bug where approval assignments were not working correctly for users with ongoing absences. This fix ensures that approvers are now correctly assigned in approval requests, even when users have active absences.
Version 7.57.8
Aug 29, 2023
Bug Fixes
Notifications will no longer be sent for assignment within requests when a workflow reaches its final stage and already has a designated agent. This refinement ensures the delivery of more accurate notifications.
Version 7.57.6
Aug 28, 2023
Bug Fixes
Fix performance issues in workflows.
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
Fix for a bug that prevented some Views from being downloadable in XLSX format.
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
Version 7.57.5
Aug 25, 2023
Bug Fixes
We've added some missing translations.
Fixed an issue with the configuration of Microsoft Office 365 GCC and GCC-High (Government Community Cloud) incoming email accounts that prevented receiving emails on these accounts.
Version 7.57.4
Aug 23, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.57.3
Aug 18, 2023
Features and Improvements
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
Version 7.57.1
Aug 15, 2023
Bug Fixes
Fix for a bug that caused the export of a report's details to fail in some instances.
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
Version 7.57.0
Aug 12, 2023
Features and Improvements
Introducing Virtual Agent
Starting now, setting up the brand new Virtual Agent through Microsoft Teams, users will be able to chat to find Knowledge Base articles, relevant request categories, create requests and more from their everyday tools.
Get employee number value through the API
From now on you can get the employee number value from a user through the API /users endpoint.
Use custom headers on Web Services calls
From now on you can send requests with custom headers through Web Services calls on Workflows, SLAs, Automations and Approvals.
All workflow stages can now be assigned
With this update, all stages can now be assigned to either a user or a help desk (with or without a specific user). This new feature brings several benefits, including assigning tickets to the agent in charge of the final stage, avoiding unassigned tickets within reports.
Introducing the Home Screen for our mobile app
The Home Screen plays a vital role in presenting the application effectively to users and highlighting its key features, providing a more engaging and user-friendly experience.
Enhanced User Safety - Warning for External Links
Clicking on external links will now show a warning, ensuring you're informed about the fact that the link leads to an external site.
Default comment privacy customization
Administrators now have the flexibility to set the default privacy of the comments, ensuring a more secure communication experience.
Relating Requests, External Entities, Major Incidents, and Problems from mobile
Now, users can connect requests, external entities, major incidents, and problems within the mobile app. This feature promotes efficient issue tracking, and quicker resolution on the go.
Bug Fixes
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
Version 7.56.12
Sep 7, 2023
Bug Fixes
We've resolved a bug where changes made to a request's title through a web service stage were not properly reflected in the actual request.
Version 7.56.11
Aug 30, 2023
Bug Fixes
Fix for a bug where approval assignments were not working correctly for users with ongoing absences. This fix ensures that approvers are now correctly assigned in approval requests, even when users have active absences.
Version 7.56.10
Aug 25, 2023
Bug Fixes
Fix performance issues in workflows.
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
Fix for a bug that prevented some Views from being downloadable in XLSX format.
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
Version 7.56.9
Aug 25, 2023
Bug Fixes
We've added some missing translations.
Fixed an issue with the configuration of Microsoft Office 365 GCC and GCC-High (Government Community Cloud) incoming email accounts that prevented receiving emails on these accounts.
Version 7.56.8
Aug 23, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.56.7
Aug 18, 2023
Features and Improvements
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
Version 7.56.5
Aug 15, 2023
Bug Fixes
Fix for a bug that caused the export of a report's details to fail in some instances.
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
Version 7.56.4
Aug 12, 2023
Bug Fixes
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
Version 7.56.3
Aug 7, 2023
Bug Fixes
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
We have addressed a bug that allowed customers to view internal custom fields intended only for agents. With this fix, the visibility of custom fields has been restricted, ensuring that customers can no longer access internal information.
Version 7.56.2
Aug 2, 2023
Bug Fixes
Fixes an issue causing Knowledge Base articles to fail loading when accessed via the self-service portal search bar.
Fixes an issue where the 'Help Desk > is one of:' filter criteria would be lost in saved views during the transition to new request views.
Version 7.56.1
Jul 31, 2023
Bug Fixes
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
Version 7.56.0
Jul 29, 2023
Features and Improvements
Unlock the Power of AI - Introducing OpenAI API Integration
By setting up your OpenAI API key, you now can unlock powerful AI capabilities. Benefit from AI-generated responses, including reply shortening, improvement, and expansion, making your interactions smoother and more efficient.
Mobile App for Android
We are thrilled to announce the official release of our mobile app for Android! With this new app, you can now access our Service Desk anytime, anywhere.
Public URLs for Knowledge Base articles
From now on, Knowledge Base articles can be effortlessly shared with non-registered users through Public URLs. This means that individuals outside the Service Desk ecosystem can access and benefit from the shared articles as well as internal users.
Bug Fixes
Fix for a bug that prevented details from showing in certain assets from Insight
Fix for an issue that prevented workflows from receiving certain documents from Insight
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
Fix for an issue that allowed users to create requests using the MS Teams integration without filling in required custom fields.
Fixes an issue that would trigger an unintended notification for changes in the request to pop up after linking an external entity, adding a comment or reassigning the request.
Fixes an issue that prevented CIs to be created in InvGate Insight through a Workflow.
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
Fix for an issue that was causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online. With this fix, users can now expect to receive reliable notifications regarding updates on their requests.
The problem causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online has been fixed, ensuring users receive reliable notifications for updates on their requests.
Version 7.55.12
Aug 25, 2023
Bug Fixes
We've added some missing translations.
Version 7.55.11
Aug 23, 2023
Bug Fixes
Additional enhancements in login security.
Version 7.55.10
Aug 18, 2023
Features and Improvements
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
Version 7.55.8
Aug 15, 2023
Bug Fixes
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
Version 7.55.7
Aug 12, 2023
Bug Fixes
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
Version 7.55.6
Aug 7, 2023
Bug Fixes
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
We have addressed a bug that allowed customers to view internal custom fields intended only for agents. With this fix, the visibility of custom fields has been restricted, ensuring that customers can no longer access internal information.
Version 7.55.5
Aug 2, 2023
Bug Fixes
Fixes an issue where the 'Help Desk > is one of:' filter criteria would be lost in saved views during the transition to new request views.
Version 7.55.4
Jul 31, 2023
Bug Fixes
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
Version 7.55.3
Jul 29, 2023
Bug Fixes
Fix for a bug that prevented details from showing in certain assets from Insight
Fix for an issue that prevented workflows from receiving certain documents from Insight
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
Fixes an issue that would trigger an unintended notification for changes in the request to pop up after linking an external entity, adding a comment or reassigning the request.
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
Fix for an issue that was causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online. With this fix, users can now expect to receive reliable notifications regarding updates on their requests.
The problem causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online has been fixed, ensuring users receive reliable notifications for updates on their requests.
Version 7.55.2
Jul 25, 2023
Bug Fixes
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Version 7.55.1
Jul 19, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.55.0
Jul 18, 2023
Bug Fixes
Fixes an issue where the header section obstructed the categories in the Knowledge Base screen.
Before this fix, end users approval managers could only reassign approvals when their action was needed.
Fix for an issue where reports using the SLA dimension for requests without an SLA would not be drilled down.
Fix for an issue that displayed duplicate values when using the 'Summary' option while creating a report.
Fix for a bug that prevented the creation or editing of scheduled requests with required custom fields of type 'List' with multiple selection.
Fix for a bug where client locations were not visible in scheduled reports.
Fix for a bug that showed agents converted to end users as observers of a user group.
Fixed an issue where scheduled reports with the columns "Last public comment by agents", "Date of last public comment by agents", and "Unformatted last public comment by agents" would only contain empty values.
Fix for a bug that caused the "Resend verification email" button to be displayed in users' personal settings when Invgate's outgoing email server was not used.
Fix for a bug where marking the "Validation" option would not be saved properly when adding an existing Date and Time field to an approval stage in workflows.
Version 7.54.8
Aug 7, 2023
Bug Fixes
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
We have addressed a bug that allowed customers to view internal custom fields intended only for agents. With this fix, the visibility of custom fields has been restricted, ensuring that customers can no longer access internal information.
Version 7.54.7
Aug 2, 2023
Bug Fixes
Fixes an issue where the 'Help Desk > is one of:' filter criteria would be lost in saved views during the transition to new request views.
Version 7.54.6
Jul 31, 2023
Bug Fixes
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
Version 7.54.5
Jul 29, 2023
Bug Fixes
Fix for a bug that prevented details from showing in certain assets from Insight
Fix for an issue that prevented workflows from receiving certain documents from Insight
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
Fixes an issue that would trigger an unintended notification for changes in the request to pop up after linking an external entity, adding a comment or reassigning the request.
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
Fix for an issue that was causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online. With this fix, users can now expect to receive reliable notifications regarding updates on their requests.
The problem causing Service Desk to exceed Microsoft's concurrent connection limit for Exchange Online has been fixed, ensuring users receive reliable notifications for updates on their requests.
Version 7.54.4
Jul 25, 2023
Bug Fixes
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
Version 7.54.3
Jul 19, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.54.2
Jul 18, 2023
Bug Fixes
Before this fix, end users approval managers could only reassign approvals when their action was needed.
Fix for an issue that displayed duplicate values when using the 'Summary' option while creating a report.
Fix for a bug that prevented the creation or editing of scheduled requests with required custom fields of type 'List' with multiple selection.
Fix for a bug where client locations were not visible in scheduled reports.
Fixed an issue where scheduled reports with the columns "Last public comment by agents", "Date of last public comment by agents", and "Unformatted last public comment by agents" would only contain empty values.
Version 7.54.1
Jul 6, 2023
Bug Fixes
Fix for a bug that affected LDAP user login.
Version 7.54.0
Jul 3, 2023
Features and Improvements
Duplicate requests views
From now on, save time with a feature that allows users to easily duplicate request views with just one click, preserving all configurations.
Bug Fixes
Solves a bug that prevented authenticating and provisioning users with OpenLDAP.
Fix for a bug that affected the timezone displayed for datetime custom fields in views.
Before this fix, the assignment rules were not executed properly for categories where the agent creating the request belonged to the responsible help desk for that category.
Solves a bug that prevented filtering the service agent's report by date.
Before this fix, when configuring an Insight integration and adding the shortcut to the menu, the changes were not saved.
Fix for a bug that affected the visibility of certain custom fields in MS Teams.
Fix for a bug that affected the order of the Knowledge Base categories when assigning visibility permissions.
Before this fix, when deleting an Insight status, Workflow fields containing that status would appear empty in the request's history.
Fix for a bug that displayed an error message when trying to open a deleted MS Teams channel from Service Desk.
Version 7.53.8
Jul 25, 2023
Bug Fixes
Fixes a bug that caused the export of new default request views to fail due to timeout.
Version 7.53.7
Jul 19, 2023
Bug Fixes
Fix performance issues in workflows.
Version 7.53.6
Jul 18, 2023
Bug Fixes
Before this fix, end users approval managers could only reassign approvals when their action was needed.
Fix for an issue that displayed duplicate values when using the 'Summary' option while creating a report.
Fix for a bug that prevented the creation or editing of scheduled requests with required custom fields of type 'List' with multiple selection.
Fix for a bug where client locations were not visible in scheduled reports.
Fixed an issue where scheduled reports with the columns "Last public comment by agents", "Date of last public comment by agents", and "Unformatted last public comment by agents" would only contain empty values.
Version 7.53.5
Jul 6, 2023
Bug Fixes
Fix for a bug that affected LDAP user login.
Version 7.53.3
Jun 27, 2023
Bug Fixes
Fix for a bug that affected request creation in Workflows using the /incident API endpoint.
Version 7.53.2
Jun 23, 2023
Bug Fixes
Before this fix, when choosing a new sorting criteria in a view and saving it, the selected filters were deleted.
Version 7.53.1
Jun 22, 2023
Bug Fixes
Fix for a bug that prevented displaying the notifications list.
Version 7.53.0
Jun 18, 2023
Features and Improvements
Enhanced Request Views
Customize your workspace, stay updated in real-time, and boost productivity with our new and improved request views.
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
Fixes a bug that prevented from searching for users and groups when accessing the desktop view from a mobile device.
Fixes a bug that prevented user information from being updated automatically when syncing changes of groups.
Fixes an issue related to attachments with lengthy names that prevented requests to be opened correctly.
Before this fix, agents' working hours were displayed as 'All day' even though they had a specific shift assigned to them.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Before this fix, solution reminders were recorded in the request history as executed by the agent, when they should have been displayed as executed by the System user. Now the reminders correctly show the System user as the author.
Before this fix, when accessing a ticket through a link provided in an email and logging into Service Desk using Microsoft IDP or Google Auth, the screen would redirect incorrectly to "My Work" instead of the ticket. Now the link correctly redirects to th
Prior to this fix, when there were two incoming email configurations using the same email address and one was set as default, both configurations would appear and function as default. Now only the explicitly marked default configuration is displayed and t
Version 7.52.13
Jul 6, 2023
Bug Fixes
Fix for a bug that affected LDAP user login.
Version 7.52.12
Jul 3, 2023
Bug Fixes
Solves a bug that prevented authenticating and provisioning users with OpenLDAP.
Before this fix, the assignment rules were not executed properly for categories where the agent creating the request belonged to the responsible help desk for that category.
Solves a bug that prevented filtering the service agent's report by date.
Fix for a bug that affected the visibility of certain custom fields in MS Teams.
Version 7.52.11
Jun 27, 2023
Bug Fixes
Fix for a bug that affected request creation in Workflows using the /incident API endpoint.
Version 7.52.10
Jun 23, 2023
Bug Fixes
Before this fix, when choosing a new sorting criteria in a view and saving it, the selected filters were deleted.
Version 7.52.9
Jun 22, 2023
Bug Fixes
Fix for a bug that prevented displaying the notifications list.
Version 7.52.8
Jun 18, 2023
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Version 7.52.7
Jun 16, 2023
Bug Fixes
Fixes a bug that resulted in multiple actions being queued and executed due to click spamming.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
Fixes a bug that prevented from searching for users and groups when accessing the desktop view from a mobile device.
Fixes a bug that prevented user information from being updated automatically when syncing changes of groups.
Fixes an issue related to attachments with lengthy names that prevented requests to be opened correctly.
Before this fix, agents' working hours were displayed as 'All day' even though they had a specific shift assigned to them.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Before this fix, solution reminders were recorded in the request history as executed by the agent, when they should have been displayed as executed by the System user. Now the reminders correctly show the System user as the author.
Version 7.52.6
Jun 13, 2023
Bug Fixes
Fix an issue where help desks were not sorted alphabetically when creating a new category.
Help desk managers will no longer receive notifications when approvals of their agents' tickets are rejected or accepted, resolving the issue of unnecessary notifications.
This fix resolves a bug where notification emails failed to generate when transitioning from a web service stage to an approval stage. The issue occurred when a datetime custom field was added to the approval stage configuration, causing an error while re
Version 7.52.5
Jun 13, 2023
Bug Fixes
Fix for a bug where end users were able to create and solve tickets directly from the ticket creation form, ensuring that only technical users can now properly manage and resolve them.
Version 7.52.4
Jun 9, 2023
Bug Fixes
Before this fix, the 'assign manually' option would be displayed to end users when creating requests.
Solves a bug with Windows installers using MSSQL database.
Version 7.52.2
Jun 6, 2023
Bug Fixes
Fix for a bug that affected the incoming and outgoing email configuration in certain instances.
Version 7.52.1
Jun 6, 2023
Bug Fixes
Solves a bug that affected Dashboards and reports when deploying Workflows after editing their names.
Fix for a bug that prevented scheduled reports from being sent in certain instances integrated with the MS Teams bot.
Version 7.52.0
Jun 2, 2023
Features and Improvements
Absence editing
From now on, administrators, managers, and agents will have the ability to edit absences by clicking on the absence from the user's profile. The timezone displayed will be based on the timezone of the absent agent, ensuring clarity.
Modify the user's language through API
From now on, you'll be able to change the user's language through the API /user endpoint.
Bug Fixes
Fix for a bug that prevented Workflows from being edited in certain instances.
Fix for a bug that duplicated users, instead of synchronizing them, when the user logon 'User logon name' and 'User logon name (pre-Windows 2000)' LDAP properties were modified simultaneously.
Before this fix, scheduled requests were not executed if the configured category had a visibility rule that hid the priorities for a specific group.
Fix for a performance bug that affected the reports summary.
Solves a bug affected the order of certain date columns in Dashboards.
Solves a bug that prevented adding holiday calendars to pause SLA rules.
Fixes a bug that affected the category search when deleting categories.
Before this fix, in cases where a request was outdated, users were not informed about the modifications made when reassigning the request.
Solves a bug with the datetime field formatting in the exported reports.
Solves a bug that prevented requests from being created through Workflow web service calls when utilizing list-type shared custom fields with custom keys.
Fix for a bug in the time zone of email template dates using the 'TICKET_CREATION_DATE' and 'TICKET_OCCURRED_DATE' variables.
Version 7.51.12
Jun 27, 2023
Bug Fixes
Fix for a bug that affected request creation in Workflows using the /incident API endpoint.
Version 7.51.11
Jun 23, 2023
Bug Fixes
Before this fix, when choosing a new sorting criteria in a view and saving it, the selected filters were deleted.
Version 7.51.10
Jun 22, 2023
Bug Fixes
Fix for a bug that prevented displaying the notifications list.
Version 7.51.9
Jun 18, 2023
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Version 7.51.8
Jun 16, 2023
Bug Fixes
Fixes a bug that resulted in multiple actions being queued and executed due to click spamming.
Fixed a bug in the mobile version that was causing unintended modification of the ticket type when editing a request. The issue occurred because the default value for the type selector was set to 'Question' regardless of the original ticket type.
Fixes a bug that prevented from searching for users and groups when accessing the desktop view from a mobile device.
Fixes a bug that prevented user information from being updated automatically when syncing changes of groups.
Fixes an issue related to attachments with lengthy names that prevented requests to be opened correctly.
Before this fix, agents' working hours were displayed as 'All day' even though they had a specific shift assigned to them.
We've fixed automations that rely on the rejection of a solution which were not being executed when the request was rejected via email.
Before this fix, solution reminders were recorded in the request history as executed by the agent, when they should have been displayed as executed by the System user. Now the reminders correctly show the System user as the author.
Version 7.51.7
Jun 13, 2023
Bug Fixes
Help desk managers will no longer receive notifications when approvals of their agents' tickets are rejected or accepted, resolving the issue of unnecessary notifications.
This fix resolves a bug where notification emails failed to generate when transitioning from a web service stage to an approval stage. The issue occurred when a datetime custom field was added to the approval stage configuration, causing an error while re
Version 7.51.6
Jun 13, 2023
Bug Fixes
Solves a bug with Windows installers using MSSQL database.
Version 7.51.4
Jun 6, 2023
Bug Fixes
Fix for a bug that affected the incoming and outgoing email configuration in certain instances.
Version 7.51.3
Jun 6, 2023
Bug Fixes
Solves a bug that affected Dashboards and reports when deploying Workflows after editing their names.
Fix for a bug that prevented scheduled reports from being sent in certain instances integrated with the MS Teams bot.
Version 7.51.2
Jun 2, 2023
Bug Fixes
Before this fix, scheduled requests were not executed if the configured category had a visibility rule that hid the priorities for a specific group.
Fix for a performance bug that affected the reports summary.
Solves a bug affected the order of certain date columns in Dashboards.
Solves a bug that prevented adding holiday calendars to pause SLA rules.
Solves a bug with the datetime field formatting in the exported reports.
Solves a bug that prevented requests from being created through Workflow web service calls when utilizing list-type shared custom fields with custom keys.
Version 7.51.1
May 27, 2023
Bug Fixes
A bug causing issues in the time tracking reports when using the 'after' operator has been fixed.
Version 7.51.0
May 22, 2023
Features and Improvements
Delegate approvals when the approver is absent
This functionality enables agents to designate a colleague to handle their approvals in case of absence. This prevents delays in processes and other requests.
Integration with Lansweeper
With this new integration, you will now be able to create custom fields of Configuration Item type in requests with assets from Lansweeper, with their respective details, as well as being able to include them in Reports and Dashboards.
Bug Fixes
Fix performance issues in reports.
Solves a bug that prevented saving changes to working hours in scheduled reports.
Fix for a bug that affected the language selector after resetting email templates.
Before this fix, the description and unformatted description fields in scheduled reports were displayed as empty.
Solves a bug that occurred when attempting to save body templates without any content.
Fix for a bug that caused delays when creating requests via MS Teams.
Solves a bug that prevented the activation of the working hours option for scheduled requests.
Before this fix, shared custom fields from Workflows would display the description 'Shared custom field erased' even though they exist in the instance.
Before this fix, when filling a form field with a 0 in Workflows, the request history would display 'Empty' instead of 0.
Before this fix, the superadmin user was used in multiple API calls, instead of System, which caused issues if administrator permissions were revoked.
Version 7.50.14
Jun 16, 2023
Bug Fixes
Fixes a bug that, under certain conditions, could lead to inaccurate dates and times being displayed in scheduled reports.
Version 7.50.13
Jun 15, 2023
Bug Fixes
Fixes a bug that resulted in multiple actions being queued and executed due to click spamming.
Version 7.50.12
Jun 13, 2023
Bug Fixes
Help desk managers will no longer receive notifications when approvals of their agents' tickets are rejected or accepted, resolving the issue of unnecessary notifications.
This fix resolves a bug where notification emails failed to generate when transitioning from a web service stage to an approval stage. The issue occurred when a datetime custom field was added to the approval stage configuration, causing an error while re
Version 7.50.11
Jun 13, 2023
Bug Fixes
Solves a bug with Windows installers using MSSQL database.
Version 7.50.9
Jun 6, 2023
Bug Fixes
Fix for a bug that affected the incoming and outgoing email configuration in certain instances.
Version 7.50.8
Jun 6, 2023
Bug Fixes
Solves a bug that affected Dashboards and reports when deploying Workflows after editing their names.
Fix for a bug that prevented scheduled reports from being sent in certain instances integrated with the MS Teams bot.
Version 7.50.7
Jun 2, 2023
Bug Fixes
Before this fix, scheduled requests were not executed if the configured category had a visibility rule that hid the priorities for a specific group.
Fix for a performance bug that affected the reports summary.
Solves a bug affected the order of certain date columns in Dashboards.
Solves a bug that prevented adding holiday calendars to pause SLA rules.
Solves a bug with the datetime field formatting in the exported reports.
Solves a bug that prevented requests from being created through Workflow web service calls when utilizing list-type shared custom fields with custom keys.
Version 7.50.6
May 27, 2023
Bug Fixes
A bug causing issues in the time tracking reports when using the 'after' operator has been fixed.
Version 7.50.5
May 22, 2023
Bug Fixes
Fix performance issues in reports.
Solves a bug that prevented saving changes to working hours in scheduled reports.
Before this fix, the description and unformatted description fields in scheduled reports were displayed as empty.
Solves a bug that occurred when attempting to save body templates without any content.
Solves a bug that prevented the activation of the working hours option for scheduled requests.
Before this fix, when filling a form field with a 0 in Workflows, the request history would display 'Empty' instead of 0.
Version 7.50.4
May 16, 2023
Bug Fixes
Fix for a bug when exporting request views in certain instances.
Version 7.50.3
May 12, 2023
Bug Fixes
Solves a bug that prevented scheduled reports from being sent in certain instances.
Fix for a bug that prevented Workflows with credentials from being deployed or edited.
Version 7.50.1
May 11, 2023
Bug Fixes
Fix for a bug that affected the visibility of comments from Workflow form stages in certain instances when the responsible help desk had restricted access.
Solves a bug that prevented users from LDAP groups from being imported in certain scenarios.
Version 7.50.0
May 9, 2023
Features and Improvements
Improved breadcrumb navigation when creating requests
We've added hyperlinked breadcrumbs to the categories in the ticket creation form, making it easier to navigate back to previous categories with just one click. This will depend on the selection mode chosen in the admin settings.
Performance enhancements in requests
We've enhanced loading times when accessing requests with large request histories by limiting the amount of information displayed.
Workflow email replies added as comments
From now on, when users reply to Workflow emails, their replies will be added as comments.
Email notifications for accepted or rejected approvals
We’ve added new email templates for notifying internal and external users when approval requests are either accepted or rejected.
Mandatory custom fields for request rejection
With this new feature, custom fields can be configured as mandatory when rejecting a request, allowing for important information to be collected. This optional configuration ensures that requests are declined with the necessary context, providing a more efficient process for the help desk.
Bug Fixes
Solves a bug in the custom translation for the search box title in the self-service portal.
Fix for a visual bug when using long URL addresses in the web services calls configuration.
Before this fix, when copying rich text in the 'URL address' field from the web services calls configuration, would result in the format being copied.
Fix for a bug in Dashboards when changing the system language.
Fix for a bug that affected form stages assignments in Workflows when the assign method was free and there were conditionals previously.
Solves a bug related to image URLs when changing the instance name.
Version 7.49.7
May 22, 2023
Bug Fixes
Fix performance issues in reports.
Solves a bug that prevented saving changes to working hours in scheduled reports.
Before this fix, the description and unformatted description fields in scheduled reports were displayed as empty.
Solves a bug that occurred when attempting to save body templates without any content.
Solves a bug that prevented the activation of the working hours option for scheduled requests.
Before this fix, when filling a form field with a 0 in Workflows, the request history would display 'Empty' instead of 0.
Version 7.49.6
May 16, 2023
Bug Fixes
Solves a bug that prevented scheduled reports from being sent in certain instances.
Fix for a bug that prevented Workflows with credentials from being deployed or edited.
Version 7.49.5
May 9, 2023
Bug Fixes
Solves a bug that prevented users from LDAP groups from being imported in certain scenarios.
Version 7.49.4
May 9, 2023
Bug Fixes
Solves a bug in the custom translation for the search box title in the self-service portal.
Fix for a visual bug when using long URL addresses in the web services calls configuration.
Before this fix, when copying rich text in the 'URL address' field from the web services calls configuration, would result in the format being copied.
Fix for a bug in Dashboards when changing the system language.
Version 7.49.3
Apr 28, 2023
Bug Fixes
Solves a bug that caused the user validation email to be sent when the configured outgoing email account type was Microsoft OAuth 2.0.
Version 7.49.2
Apr 27, 2023
Bug Fixes
Solves a bug that prevented Gmail OAuth 2.0 incoming email accounts from being configured in certain instances.
Solves a bug in the configuration of the incoming email when using certain credentials.
Fix for a bug that prevented obtaining a new token when modifying the configuration of OAuth 2.0 incoming email accounts.
Before this fix, when editing and testing the connectivity of incoming email accounts, the tests were always reporting a successful connection, even when the credentials were incorrect.
Before this fix, the /incident and /incident.comment API endpoints were not correctly returning some Portuguese characters.
Version 7.49.1
Apr 24, 2023
Bug Fixes
Fixes some missing translations.
Version 7.49.0
Apr 22, 2023
Features and Improvements
Approval management permissions
With this feature, it is now possible to set up an Approval Manager to handle approvals when the original approvers are absent. Additionally, administrators have the ability to reassign approvers as needed.
OAuth 2.0 for incoming and outgoing emails configurations
From now on, the OAuth 2.0 authentication method is available for both incoming and outgoing email configurations.
New notification for failed scheduled reports
With this feature, users who create scheduled reports will receive a notification when a report is deactivated when failing to generate.
Dynamics URLs in Web Service calls
From now on, you can configure Web Service calls using dynamics URLs with variables in Workflows, Automated actions, SLAs and Approvals.
Bug Fixes
Before this fix, users were unable to add CIs through the PATCH method from the /incident.custom_field endpoint.
Solves a bug that prevented users from being deactivated or deleted in some instances when they were approvers in Workflow stages.
Before this fix, the API endpoint /cis.by.id was not properly providing the name of the CI in some instances.
Fix for a bug that prevented users from being deleted via the /users API endpoint in Workflow Web Service call stages.
Solves a bug that prevented users from duplicating Help Desks.
Before this fix, if agents created a request in a category associated with their help desk, and the help desk assigment method was 'free', the request would be automatically assigned to them.
Version 7.48.5
May 16, 2023
Bug Fixes
Solves a bug that prevented scheduled reports from being sent in certain instances.
Fix for a bug that prevented Workflows with credentials from being deployed or edited.
Version 7.48.4
May 9, 2023
Bug Fixes
Fix for a bug that affected the visibility of comments from Workflow form stages in certain instances when the responsible help desk had restricted access.
Solves a bug that prevented users from LDAP groups from being imported in certain scenarios.
Version 7.48.3
May 9, 2023
Bug Fixes
Solves a bug in the custom translation for the search box title in the self-service portal.
Fix for a visual bug when using long URL addresses in the web services calls configuration.
Fix for a bug in Dashboards when changing the system language.
Version 7.48.2
Apr 27, 2023
Bug Fixes
Before this fix, the /incident and /incident.comment API endpoints were not correctly returning some Portuguese characters.
Version 7.48.0
Apr 5, 2023
Features and Improvements
Reports' rating filter
We've updated the name of the 'Requests (with user rating)' filter to 'Rating' in reports to provide greater clarity.
New variable for requests location
With this new variable, you'll be able to add the request's full path location in automated actions, canned responses and email templates.
New options when adding an observer via an automated action
In automated actions, you now have the ability to choose either the customer's manager or specific users as observers. Additionally, you can define whether the user will be a follower of the request and if they will receive notifications.
Bug Fixes
Before this fix, featured articles from the Knowledge Base were not being displayed when creating requests.
We've improved the performance of reports with custom fields.
Version 7.47.7
Apr 27, 2023
Bug Fixes
Before this fix, the /incident and /incident.comment API endpoints were not correctly returning some Portuguese characters.
Version 7.47.6
Apr 22, 2023
Bug Fixes
Before this fix, users were unable to add CIs through the PATCH method from the /incident.custom_field endpoint.
Solves a bug that prevented users from being deactivated or deleted in some instances when they were approvers in Workflow stages.
Before this fix, the API endpoint /cis.by.id was not properly providing the name of the CI in some instances.
Solves a bug that prevented users from duplicating Help Desks.
Before this fix, if agents created a request in a category associated with their help desk, and the help desk assigment method was 'free', the request would be automatically assigned to them.
Version 7.47.4
Apr 5, 2023
Bug Fixes
Fix for a bug that prevented users from being imported with OpenLDAP.
Version 7.47.2
Mar 31, 2023
Bug Fixes
Before this fix, featured articles from the Knowledge Base were not being displayed when creating requests.
Version 7.47.1
Mar 28, 2023
Bug Fixes
Fixes issue on mobile version for custom views list in the navigation menu.
Version 7.47.0
Mar 27, 2023
Features and Improvements
New method added for Web Service calls
From now on, you will be able to select PATCH as method for Web Service calls.
New feature in mobile Agent's Portal enables search for requests ID only in the search bar
This feature allows agents to search for requests ID in the search bar of the mobile version, enabling quicker and more efficient access to specific requests.
Simplified Workflow progress view
The Workflow progress view will now display the last 10 stages of the workflow, allowing the user to show the remaining stages.
New branding for the Agent's Mobile Portal
We have updated the visual identity of the Mobile Agent's Portal.
Notifications in mobile
We've added an option that allows users to mark a specific notification as read. In addition, we've added a dropdown menu to mark all notifications as read or display only the unread ones. With these improvements, users can better manage their notifications and ensure they never miss an important update.
Bug Fixes
Solves a bug that prevented Workflows from being deployed, when the Web Service call stages were configured to use the same global credential.
Solves a bug when exporting reports using the metric 'last public comment from agents date'.
Improved performance when listing help desks and levels.
Improved performance when calculating ratings on the profile screens.
Improved performance after creating new visibility rules, or updating existing ones.
Fix for a bug that affected the format of detail reports.
Before this fix, the 'Collaborators' metric from reports and dashboards wasn't working correctly.
Before this fix, the requests search box for merging requests was not returning results in certain instances.
Fix for a bug that prevented Knowledge Base article videos from being displayed.
Solves a bug in custom date and time fields in reports.
Before this fix, when adding users as members of a location using the 'Select all' option, only the first 100 users were displayed on the search results.
Solves a bug that affected the total time displayed in Dashboards.
Fix for a bug when importing users with LDAP.
Version 7.46.7
Apr 5, 2023
Bug Fixes
Fix for a bug that prevented users from being imported with OpenLDAP.
Version 7.46.6
Apr 3, 2023
Bug Fixes
Before this fix, when users were deleted or removed from Azure after provisioning, they were not removed from Service Desk.
Version 7.46.5
Mar 30, 2023
Bug Fixes
We've performed some performance improvements in the Workflows configuration.
Version 7.46.4
Mar 29, 2023
Features and Improvements
Simplified Workflow progress view
The Workflow progress view will now display the last 10 stages of the workflow, allowing the user to show the remaining stages.
Bug Fixes
Improved performance when listing help desks and levels.
Improved performance when calculating ratings on the profile screens.
Improved performance after creating new visibility rules, or updating existing ones.
Fix for a bug that affected the format of detail reports.
Before this fix, the 'Collaborators' metric from reports and dashboards wasn't working correctly.
Before this fix, the requests search box for merging requests was not returning results in certain instances.
Fix for a bug that prevented Knowledge Base article videos from being displayed.
Solves a bug in custom date and time fields in reports.
Before this fix, when adding users as members of a location using the 'Select all' option, only the first 100 users were displayed on the search results.
Solves a bug that affected the total time displayed in Dashboards.
Fix for a bug when importing users with LDAP.
Version 7.46.3
Mar 23, 2023
Bug Fixes
Fix for a bug that prevented editing custom fields of type list, tree or text.
Version 7.46.2
Mar 20, 2023
Bug Fixes
Fix for a bug that prevented downloading attachments from field type fields in certain instances.
Version 7.46.1
Mar 16, 2023
Bug Fixes
Before this fix, when a request template was duplicated, the selected categories from the original template were preselected in the new one.
Solves a bug in certain instances using EWS incoming email accounts.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.46.0
Mar 10, 2023
Features and Improvements
Enhanced performance for workflow requests
We've improved the performance when accessing Workflow requests by limiting the the number of stage details displayed in the request history.
Bug Fixes
Fix for a bug that prevented the full path of a CI's location from being displayed in its details.
Solves a bug when searching for categories.
Solves a bug in the Help Desk filter from reports.
Solves a bug that caused SLAs for closed requests to continue running.
Solves a bug that caused unnecessary updates on the last usage date of licenses.
Fixes a bug that was preventing users from viewing the details of CIs related to requests.
Before this fix, the API endpoint /user.by returned deleted users.
Fixes a bug that affected performance when listing suggestions during the first few minutes after creating a request.
Before this fix, when exporting request reports through a view, Workflow start and end dates were not shown properly.
Fix for a bug that prevented Service Desk from synchronizing Insight users when their email addresses were not an exact match.
Before this fix, HTML files from custom fields couldn't be downloaded.
Fix for a bug that, in some instances, link in emails redirected the user to the My Work section instead of to the request.
Fix for a visual bug that affected emails generated via automated actions.
Version 7.45.11
Apr 5, 2023
Bug Fixes
Fix for a bug that prevented users from being imported with OpenLDAP.
Version 7.45.10
Apr 3, 2023
Bug Fixes
Before this fix, when users were deleted or removed from Azure after provisioning, they were not removed from Service Desk.
Version 7.45.9
Mar 30, 2023
Bug Fixes
We've performed some performance improvements in the Workflows configuration.
Version 7.45.8
Mar 29, 2023
Features and Improvements
Simplified Workflow progress view
The Workflow progress view will now display the last 10 stages of the workflow, allowing the user to show the remaining stages.
Bug Fixes
Improved performance when listing help desks and levels.
Improved performance when calculating ratings on the profile screens.
Improved performance after creating new visibility rules, or updating existing ones.
Fix for a bug that affected the format of detail reports.
Before this fix, the 'Collaborators' metric from reports and dashboards wasn't working correctly.
Before this fix, the requests search box for merging requests was not returning results in certain instances.
Fix for a bug that prevented Knowledge Base article videos from being displayed.
Solves a bug in custom date and time fields in reports.
Before this fix, when adding users as members of a location using the 'Select all' option, only the first 100 users were displayed on the search results.
Fix for a bug when importing users with LDAP.
Version 7.45.7
Mar 23, 2023
Bug Fixes
Fix for a bug that prevented editing custom fields of type list, tree or text.
Version 7.45.6
Mar 20, 2023
Bug Fixes
Fix for a bug that prevented downloading attachments from field type fields in certain instances.
Version 7.45.5
Mar 16, 2023
Bug Fixes
Before this fix, when a request template was duplicated, the selected categories from the original template were preselected in the new one.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.45.4
Mar 10, 2023
Bug Fixes
Fix for a bug that prevented the full path of a CI's location from being displayed in its details.
Solves a bug in the Help Desk filter from reports.
Solves a bug that caused unnecessary updates on the last usage date of licenses.
Fixes a bug that was preventing users from viewing the details of CIs related to requests.
Before this fix, the API endpoint /user.by returned deleted users.
Fixes a bug that affected performance when listing suggestions during the first few minutes after creating a request.
Before this fix, when exporting request reports through a view, Workflow start and end dates were not shown properly.
Fix for a bug that prevented Service Desk from updating some information of CIs in certain instances.
Fix for a bug that prevented Service Desk from synchronizing Insight users when their email addresses were not an exact match.
Version 7.45.3
Mar 3, 2023
Features and Improvements
Enhanced performance for workflow requests
We've improved the performance when accessing Workflow requests by limiting the the number of stage details displayed in the request history.
Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
Solves a bug when searching for categories.
Solves a bug that caused SLAs for closed requests to continue running.
Fix for a bug that, in some instances, link in emails redirected the user to the My Work section instead of to the request.
Version 7.45.2
Mar 1, 2022
Bug Fixes
Solves a bug that prevented the deactivation of users belonging to a canceled or closed Workflow approval.
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Version 7.45.1
Feb 28, 2023
Bug Fixes
Minor fix for a translation in the users profile.
Version 7.45.0
Feb 28, 2023
Features and Improvements
New send format variable added to web services calls
From now on, you will be able to select the 'JSON API' format as the send variable format for web service calls.
Beamer integration in Service Desk
From now on, you'll receive news about features, releases and more in your Service Desk instance.
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
Fix for a bug that prevented Workflow web service calls from sending CI's status and locations through the API.
We've improved the performance when looking for requests to merge.
Fix for a bug that caused the solution confirmation notification to be sent twice to external users.
Solves a bug when creating major incidents on a Help Desk without assigning a specific agent.
Solves a bug where reports couldn't be exported if an 'End date' column from a Workflow was selected.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Fix for a bug that prevented users from recovering their passwords in certain instances using LDAP SSO as the authentication method.
Before this fix, when creating a spontaneous approval through the API, line breaks (
) were displayed as plain text in the approval's description.
Solves a bug that prevented major incidents from being created in certain instances with SQL databases.
Fix for a bug that prevented SLA reports from being exported.
Solves a bug that caused canned responses to lose format.
Solves a bug where changes made to a request opened in multiple tabs were not notified in other tabs.
Fix for a bug when exporting reports with filtered columns.
Version 7.44.8
Mar 23, 2023
Bug Fixes
Fix for a bug that prevented editing custom fields of type list, tree or text.
Version 7.44.7
Mar 20, 2023
Bug Fixes
Fix for a bug that prevented downloading attachments from field type fields in certain instances.
Version 7.44.6
Mar 16, 2023
Bug Fixes
Before this fix, when a request template was duplicated, the selected categories from the original template were preselected in the new one.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.44.5
Mar 10, 2023
Bug Fixes
Fix for a bug that prevented the full path of a CI's location from being displayed in its details.
Solves a bug in the Help Desk filter from reports.
Solves a bug that caused unnecessary updates on the last usage date of licenses.
Fixes a bug that was preventing users from viewing the details of CIs related to requests.
Before this fix, the API endpoint /user.by returned deleted users.
Fixes a bug that affected performance when listing suggestions during the first few minutes after creating a request.
Before this fix, when exporting request reports through a view, Workflow start and end dates were not shown properly.
Fix for a bug that prevented Service Desk from updating some information of CIs in certain instances.
Fix for a bug that prevented Service Desk from synchronizing Insight users when their email addresses were not an exact match.
Version 7.44.4
Mar 3, 2023
Features and Improvements
Enhanced performance for workflow requests
We've improved the performance when accessing Workflow requests by limiting the the number of stage details displayed in the request history.
Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
Solves a bug when searching for categories.
Solves a bug that caused SLAs for closed requests to continue running.
Fix for a bug that, in some instances, link in emails redirected the user to the My Work section instead of to the request.
Version 7.44.3
Mar 1, 2022
Bug Fixes
Solves a bug that prevented the deactivation of users belonging to a canceled or closed Workflow approval.
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Version 7.44.2
Feb 28, 2023
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
We've improved the performance when looking for requests to merge.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Version 7.44.1
Feb 13, 2023
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Version 7.44.0
Feb 10, 2023
Features and Improvements
New DELETE method added to /incident.custom_field endpoint
From now on, you'll be able to delete the custom field values using the /incident.custom_field endpoint from the API.
Performance enhancements to the request screen
We've enhanced loading times when working with requests by limiting the amount of participants displayed.
Scope filters for CI fields
With this new feature, you'll be able to limit the display of Configuration Items (CIs) in search results for custom fields and Workflow fields of the type CI, thus restricting the options available for selection by users.
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Solves a bug in the Service Desk log when configuring incoming email using EWS Microsoft Modern Auth.
Before this fix, when duplicating a request from a customer with multiple locations, those locations were missing in the duplicated request.
Solves a bug that prevented Knowledge Base articles from being displayed in request descriptions during creation.
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Version 7.43.7
Mar 6, 2023
Bug Fixes
Before this fix, the Microsoft Teams bot was unresponsive in certain instances.
Before this fix, when creating a spontaneous approval through the API, line breaks were displayed as plain text in the approval's description.
Version 7.43.6
Mar 1, 2022
Bug Fixes
Before this fix, some fields in exported reports displayed the '>' character entity instead of the actual '>' symbol.
Version 7.43.5
Feb 28, 2023
Bug Fixes
Fix for a bug when assigning agents to Help Desks through the user's profile.
We've improved the performance when looking for requests to merge.
Before this fix, the CIs that were related to a user were not displayed in their profile.
Version 7.43.4
Feb 13, 2023
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Version 7.43.3
Feb 10, 2023
Features and Improvements
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Version 7.43.2
Feb 10, 2023
Features and Improvements
New DELETE method added to /incident.custom_field endpoint
From now on, you'll be able to delete the custom field values using the /incident.custom_field endpoint from the API.
Performance enhancements to the request screen
We've enhanced loading times when working with requests by limiting the amount of participants displayed.
Bug Fixes
Solves a bug in the Service Desk log when configuring incoming email using EWS Microsoft Modern Auth.
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Before this fix, when duplicating a request from a customer with multiple locations, those locations were missing in the duplicated request.
Solves a bug that prevented Knowledge Base articles from being displayed in request descriptions during creation.
Version 7.43.1
Feb 2, 2023
Bug Fixes
Fix for a bug that prevented Dashboards from being created in certain instances with web service calls in Workflows.
Version 7.43.0
Jan 27, 2023
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Measuring times and occurrences from Workflow stages
From now on, you can export the duration and frequency of your Workflow stages, in addition to their start and end dates.
Web services calls improvements
From now on, you can send nested JSON objects in web services calls.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Before this fix, in reports summary, the label from the disabled checkbox custom fields was missing.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
We've made the key fields wider in order to make web service calls configuration forms easier to fill up.
Version 7.42.6
Feb 13, 2023
Bug Fixes
Solves a bug in our API response format for instances using PHP 8.1.
Before this fix, the passwordless authentication method was not available on cloud instances that were not self-trial.
Version 7.42.5
Feb 10, 2023
Features and Improvements
Performance enhancements to user profiles
We've enhanced loading times when accessing user profiles by limiting the amount of information displayed.
Bug Fixes
Fix for a bug that caused CI filters to not show the values saved in a Workflow's conditional.
Version 7.42.4
Feb 3, 2023
Bug Fixes
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.42.3
Jan 27, 2023
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
Version 7.42.1
Jan 17, 2023
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Version 7.42.0
Jan 13, 2023
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Before this fix, SAML configuration would generate warnings that flooded the logs, resulting in very heavy log files and server space issues.
Fixes an issue with tree field size in Workflows when the display setting was 150%.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Fixes some missing translations in English (UK) language in the history of the request.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Version 7.41.7
Feb 10, 2023
Bug Fixes
Solves a bug that resulted in email notifications missing attachments when a user was mentioned.
Version 7.41.6
Jan 27, 2023
Features and Improvements
Performance enhancements to profiles
We've enhanced loading times when accessing profiles by limiting the amount of information displayed.
Performance improvements to dashboards
We've improved loading times when accessing dashboards by changing the way they are rendered.
Bug Fixes
Fix for a bug that prevented Knowledge Base articles from being edited.
Fix for a bug that affected how requests were displayed in certain instances when deleting time-tracking entries.
With this fix, we've improved how we process large amounts of read notifications.
Fix for a bug that affected the manager's view in certain instances.
Before this fix, when creating a request in Service Desk through the Insight CI's profile, all the CIs containing the inventory ID from the CI that originated the request were related to said request.
Fix for a bug that caused number type fields in Workflows to be displayed as empty in the history when its value was 0.
Fix for a bug in the software information tab from CIs.
Fix for a bug that prevented users from selecting multiple CIs in Workflow's shared custom fields.
Solves a bug that prevented users from replying to requests using the API /incident.comment endpoint.
With this fix, accessing a user's profile will be faster due to improvements when obtaining locations.
Solves a bug that prevented users from obtaining disabled users by email using the API /user.by endpoint.
Version 7.41.5
Jan 18, 2023
Bug Fixes
Fix for a bug that prevented reports from being scheduled.
Version 7.41.4
Jan 17, 2023
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Version 7.41.3
Jan 13, 2023
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Version 7.41.2
Jan 6, 2023
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.41.1
Jan 6, 2023
Bug Fixes
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
Version 7.41.0
Jan 6, 2023
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Set a CI on a custom field using the API
From now on, the endpoint /incident.custom_field allows you to complete a CI custom field by name.
Bug Fixes
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, predefined articles from the Knowledge Base assigned to the last category leaf of the catalog tree were not suggested when creating a request in said category.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Fix for a bug that affected some pending jobs to resume the process when having a timeout.
Version 7.40.6
Jan 18, 2023
Bug Fixes
Fix for a bug that prevented reports from being scheduled.
Version 7.40.5
Jan 17, 2023
Bug Fixes
Before this fix, Knowledge Base articles were not displayed correctly in certain instances.
Solves a bug that prevented 'My Work' from loading in certain instances.
Version 7.40.4
Jan 13, 2023
Features and Improvements
Performance enhancements to the Manager view
The Manager view should feel faster and snappier thanks to several performance improvements.
Bug Fixes
Before this fix, report's export configuration was lost after a version update.
With this fix, exporting SLA configurations is now faster.
Fix for an issue that affected performance. In addition, improved efficiency in memory management when creating requests, that allow more users to create requests at the same time.
Before this fix, when duplicating a closed request with a disabled agent assigned to it, the new request was assigned to the same disabled agent.
The default SLA report will now be generated faster thanks to some adjustments to its parameters.
Version 7.40.3
Jan 6, 2023
Bug Fixes
This is a fix for a database migration that may have caused some problems in certain MySQL configurations.
Version 7.40.2
Jan 6, 2023
Bug Fixes
Solves an issue that resulted in a white screen error after the creation of a request that triggered an email automation.
Version 7.40.1
Jan 6, 2023
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Bug Fixes
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Version 7.40.0
Dec 16, 2022
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Solves a bug that displayed the wrong ID when unlinking external entities from a request.
Fix for a bug in shared custom fields of list type with custom keys.
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Before this fix, the requests metrics window wasn't adjusting to the browser zoom correctly.
Version 7.39.3
Jan 6, 2023
Features and Improvements
Enable and disable users via API
You can now enable and disable users using the two new /user.enable and /user.disable API endpoints.
Bug Fixes
Before this fix, some reports with two or more metrics were downloaded as .HTML instead of .XLSX.
Searching for users will now produce faster results thanks to enhancements on the search engine.
Improved performance when looking for requests to merge.
Before this fix, if a user left the values from a previous Workflow form stage empty, those fields kept the original values.
Solves an issue that prevented users from obtaining the time tracking entries using ISO-8610 date format through the API endpoint /timetracking.
Solves an issue that prevented users from changing the status of the request to 'Waiting for a request' if it was related to a major incident.
Version 7.39.2
Dec 16, 2022
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Fix for a bug in shared custom fields of list type with custom keys.
Version 7.39.1
Dec 6, 2022
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Version 7.39.0
Dec 6, 2022
Features and Improvements
New variable for requests location in email templates
With this new variable, you'll be able to add the request's location in email templates.
Bug Fixes
Before this fix, the delete button didn't appear in send and receive variables when configuring web services automation.
Fix for a bug in the 'TICKET_STATUS' variable from canned responses.
Fix for a bug that prevented outgoing email configuration changes of type 'SMTP' from being saved.
Before this fix, when editing the 'Login button text' field from SAML authentication configuration, the certificate was deleted.
Before this fix, selected users weren't saved correctly when sharing dashboards.
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in dashboard colors for priority and status dimensions.
Solves a bug in the Service Desk mobile version, that redirected to the notifications page after authentication with O365.
Solves a bug in Workflows when editing web service call stages using the design view.
Fix for a bug that prevented major incidents with 'Email' source from being created.
Solves a bug in the Assets integration.
Version 7.38.5
Dec 16, 2022
Bug Fixes
Fix for a bug in the MS Teams bot installer.
Performance improvements in Help Desks.
Fix for a bug in shared custom fields of list type with custom keys.
Version 7.38.4
Dec 6, 2022
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Version 7.38.3
Dec 6, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.38.2
Dec 2, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.38.1
Nov 25, 2022
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Version 7.38.0
Nov 22, 2022
Features and Improvements
Migrate LDAP groups to SCIM groups
We've added an option to replace LDAP groups with SCIM that share the same name.
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Fixes a bug in the requests report details when using the 'Linked CIs' dimension.
Version 7.37.8
Dec 6, 2022
Bug Fixes
Solves a bug in certain time zones that caused a one-day difference in date time fields.
Version 7.37.7
Dec 6, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.37.6
Dec 2, 2022
Bug Fixes
Before this fix, in Service Desk cloud instances, when relating CIs to requests, the request's field wasn't being updated in Insight correctly.
Solves a bug in Workflows when editing web service call stages using the design view.
Solves a bug in the Assets integration.
Version 7.37.5
Nov 25, 2022
Bug Fixes
Before this fix, the incoming email configuration accounts of type EWS Microsoft Modern Auth requested admin consent even when it was already provided.
Version 7.37.4
Nov 22, 2022
Bug Fixes
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.37.3
Nov 18, 2022
Bug Fixes
Fix for a bug that prevented requests from being created or edited when using some conditions in automated actions and SLAs.
Solves a bug with system date and time format preferences.
Performance improvements in My Work collaborations.
Performance improvements the manager's view.
Fixes a bug in scheduled reports date time fields format.
Fix for a bug that prevented Workflows from being related to other Workflows.
Version 7.37.2
Nov 11, 2022
Bug Fixes
Fix for a bug when using the condition 'Customer does not belong to group' in SLAs, which prevented requests from being created.
Solves a bug that prevented the system from updating in some instances.