Service Desk Releases

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

Version 7.75.13
Jun 3, 2024
Bug Fixes
Minor
Fixed a login issue occurring when SSO is configured and Manual authentication restriction is enabled.
#33598
Version 7.75.12
Jun 3, 2024
Bug Fixes
Minor
Fix for a bug where workflow general variables appeared as "Read Only" within the workflow configuration but were editable at runtime.
#33574
Major
Fixes an issue causing the LDAP sync to fail when an Organizational Unit included in the synchronization scope was not found in the directory.
#33536
Version 7.75.11
May 29, 2024
Bug Fixes
Minor
This fix addresses a database migration issue that may have caused problems with an outgoing email configuration in certain instances.
#33516
Version 7.75.10
May 28, 2024
Bug Fixes
Minor
Minor changes.
#33499
Version 7.75.9
May 29, 2024
Bug Fixes
Minor
Fixed a rare issue where the SCIM configuration screen failed to load completely.
#33420
Minor
Fixed an issue preventing certain LDAP-provisioned users from logging in with their user principal name (UPN).
#33241
Version 7.75.8
May 22, 2024
Bug Fixes
Minor
Fixed an issue causing SAML authentication to fail under specific circumstances when using AD FS as the IdP.
#33366
Major
We've resolved an issue where the overlay would load for an extended period when attempting to create a new category.
#33340
Version 7.75.7
May 22, 2024
Bug Fixes
Minor
Fixed a bug that didn't allow changes in some Incoming Emails configurations
#33016
Minor
Fixes an issue preventing user OLAP dimension updates in very specific scenarios, which led to inaccuracies in reflecting short-term user changes.
#32868
Major
Before this fix, when a form was assigned to a 'Responsible defined in a specific stage' and the following form was removed, the assignment of the first form would automatically change. Now, the assignment form persists until it is manually modified.
#32828
Minor
Fixed a bug that prevented some categories from being visible when creating a request through Microsoft Teams
#32750
Minor
Fixed a bug where incorrect amounts of RAM were shown in Configuration Items from a Lansweeper integration.
#32583
Minor
Fixed a bug that prevented disabled users from being deleted through the InvGate API.
#32245
Minor
We've fixed a bug where a grayed-out box appeared when attempting to place a request in "Waiting for a request" state while it was marked as "Resolved".
#32143
Minor
Fixed a bug that prevented certain requests from being updated through API.
#32071
Minor
Fixed a bug with the date filter in the Events panel in Configuration.
#31794
Minor
Fixed an error where information from the 'Unformatted description' column was missing in certain scheduled reports.
#30661
Version 7.75.6
May 17, 2024
Bug Fixes
Critical
Fixed an issue that prevented SSO authentication from specific IdPs under certain circumstances.
#33218
Version 7.75.5
May 14, 2024
Bug Fixes
Minor
Fixed minor bugs
#33180
Version 7.75.4
May 9, 2024
Bug Fixes
Minor
Fixed a bug that prevented automatic LDAP sync under certain circumnstances.
#33094
Version 7.75.3
May 8, 2024
Bug Fixes
Critical
Minor performance tweaks.
#33121
Version 7.75.2
May 6, 2024
Features and Improvements
New
Self-Assignment Enabled for Help Desk Agents
Agents can now take over requests already assigned to another member of the same level.
#32702
Bug Fixes
Minor
Fix for a bug causing requests to stall in a "Waiting for automatic activity" state under specific workflow conditions.
#32792
Minor
Before this fix, levels with deleted main help desks appeared in report exports leading to inaccurate representations in exported data.
#32612
Minor
Fixed an issue with users from different OUs in Active Directory.
#32134
Minor
Fixed an issue that was preventing reports with locations from being generated correctly.
#32069
Minor
Fix for a bug where moving workflow stages from a conditional path to its subpath did not properly reflect changes in Configuration, only in Design.
#30982
Version 7.75.1
Apr 26, 2024
Bug Fixes
Minor
Fixed a bug affecting webservice configurations.
#32811
Version 7.75.0
Apr 24, 2024
Features and Improvements
New
Text-type custom fields of workflows now available as filter conditions
Users can now filter views, dashboard charts and reports based on text-type custom fields of workflows.
#32341
New
Multi-SAML support now available in Service Desk
Admins can now connect and configure multiple identity providers via the SAML protocol in Service Desk, which provides a more flexible and scalable user management and authentication experience.
#18089
Bug Fixes
Major
We've resolved an issue where dashboards were not displaying unassigned requests correctly.
#32235
Minor
Fixed a bug where users couldn't modify dashboard charts configured with deleted custom fields.
#32189
Minor
Fix for a bug where simultaneous interactions with approvals could lead to unexpected issues.
#29667
Minor
Fixed a bug where dashboard charts would, under certain circumstances, inaccurately display data when using the Solutions (Rejected) metric.
#24858
Minor
Fixed a bug where specific help desks and levels were occasionally unavailable for selection when assigning holiday calendars.
#23987
Version 7.74.5
May 8, 2024
Bug Fixes
Critical
Minor performance tweaks.
#33121
Version 7.74.4
May 6, 2024
Bug Fixes
Minor
Fix for a bug causing requests to stall in a "Waiting for automatic activity" state under specific workflow conditions.
#32792
Minor
Before this fix, levels with deleted main help desks appeared in report exports leading to inaccurate representations in exported data.
#32612
Minor
Fixed an issue with users from different OUs in Active Directory.
#32134
Minor
Fixed an issue that was preventing reports with locations from being generated correctly.
#32069
Version 7.74.3
Apr 26, 2024
Bug Fixes
Minor
Fixed a bug affecting webservice configurations.
#32811
Version 7.74.2
Apr 24, 2024
Bug Fixes
Major
We've resolved an issue where dashboards were not displaying unassigned requests correctly.
#32235
Minor
Fixed a bug where users couldn't modify dashboard charts configured with deleted custom fields.
#32189
Minor
Fix for a bug where simultaneous interactions with approvals could lead to unexpected issues.
#29667
Minor
Fixed a bug where dashboard charts would, under certain circumstances, inaccurately display data when using the Solutions (Rejected) metric.
#24858
Minor
Fixed a bug where specific help desks and levels were occasionally unavailable for selection when assigning holiday calendars.
#23987
Version 7.74.0
Apr 8, 2024
Features and Improvements
New
Enhanced location importing via LDAP and SCIM
We have improved how Service Desk identifies changes to imported locations and provided users with additional tools to streamline the process, such as multi-attribute selection and customizable mappings for SCIM.
#29747
Bug Fixes
Minor
Fix for a bug that affected the UI of specific instances when using a web service stage within workflows.
#32327
Minor
Certain mail configurations, including Custom Sender Addresses, have been enhanced to ensure accurate sender details without disruptions.
#31597
Minor
Fix for a bug where requests were getting stuck in 'Waiting for automatic activity' when the responsible party of a 'Task' stage had been the previous assignee, followed by a Web Service stage.
#29790
Minor
We've fixed an issue where article visibility settings weren't always applied correctly in the request creation form. Now, you'll see the intended content without any unexpected extras, ensuring a seamless experience for all users.
#26097
Version 7.73.5
Apr 26, 2024
Bug Fixes
Minor
Fixed a bug affecting webservice configurations.
#32811
Version 7.73.4
Apr 24, 2024
Bug Fixes
Major
We've resolved an issue where dashboards were not displaying unassigned requests correctly.
#32235
Minor
Fixed a bug where users couldn't modify dashboard charts configured with deleted custom fields.
#32189
Minor
Fix for a bug where simultaneous interactions with approvals could lead to unexpected issues.
#29667
Minor
Fixed a bug where dashboard charts would, under certain circumstances, inaccurately display data when using the Solutions (Rejected) metric.
#24858
Minor
Fixed a bug where specific help desks and levels were occasionally unavailable for selection when assigning holiday calendars.
#23987
Version 7.73.2
Apr 8, 2024
Bug Fixes
Minor
Fix for a bug that affected the UI of specific instances when using a web service stage within workflows.
#32327
Minor
Certain mail configurations, including Custom Sender Addresses, have been enhanced to ensure accurate sender details without disruptions.
#31597
Version 7.73.1
Mar 26, 2024
Bug Fixes
Minor
Fixed a UI issue caused by opening certain workflow requests.
#32325
Major
Fixed a bug where workflow execution was blocked due to undefined variables in a web service stage.
#32299
Version 7.73.0
Mar 24, 2024
Features and Improvements
New
AI features on help desks with restricted access
In anticipation of the upcoming deployment of On-Premise AI Hub, we're limiting AI functionalities on help desks with restricted access.
#32032
Bug Fixes
Minor
Fix for a bug that affected incoming emails with double header in certain instances.
#32170
Minor
Resolved issue where executing a workflow with a form allowing selection from a list displayed the field name instead of the selected value in subsequent stages.
#31841
Minor
We've resolved a bug where updating the SLA of a request that was waiting for an approval did not pause the new SLA that applied to the request.
#31472
Minor
We've fixed a bug where selecting "Reply and solve" for a comment when a custom field within the request was required to be completed resulted in the button being disabled, preventing any action.
#31339
Minor
We've resolved a bug where configured types in the import catalog template were not preserved during the import process.
#31034
Minor
Resolved the issue of creating a KB article with a title or description containing accents, reaching the maximum character limit. Implemented a solution where a pop-up now alerts users upon reaching the character limit.
#30556
Minor
Fix implemented for an issue preventing correct configuration of anchor links within articles.
#29787
Minor
Fixed an issue where relating Configuration Items to CI Custom Fields was not possible during the configuration of Scheduled Requests.
#29155
Minor
Fix an issue causing workflow approvals to freeze when specific assigned users are deleted and the admin tries to reassign it.
#28746
Minor
Fix for a bug that was preventing unlinking an Insight CI on a request.
#22274
Version 7.72.8
Apr 8, 2024
Bug Fixes
Minor
Fix for a bug that affected the UI of specific instances when using a web service stage within workflows.
#32327
Minor
Certain mail configurations, including Custom Sender Addresses, have been enhanced to ensure accurate sender details without disruptions.
#31597
Version 7.72.7
Mar 26, 2023
Bug Fixes
Minor
Fixed a UI issue caused by opening certain workflow requests.
#32325
Major
Fixed a bug where workflow execution was blocked due to undefined variables in a web service stage.
#32299
Version 7.72.6
Mar 24, 2024
Bug Fixes
Minor
Fix for a bug that affected incoming emails with double header in certain instances.
#32170
Minor
Resolved issue where executing a workflow with a form allowing selection from a list displayed the field name instead of the selected value in subsequent stages.
#31841
Minor
We've resolved a bug where updating the SLA of a request that was waiting for an approval did not pause the new SLA that applied to the request.
#31472
Minor
We've fixed a bug where selecting "Reply and solve" for a comment when a custom field within the request was required to be completed resulted in the button being disabled, preventing any action.
#31339
Minor
We've resolved a bug where configured types in the import catalog template were not preserved during the import process.
#31034
Minor
Resolved the issue of creating a KB article with a title or description containing accents, reaching the maximum character limit. Implemented a solution where a pop-up now alerts users upon reaching the character limit.
#30556
Minor
Fixed an issue where relating Configuration Items to CI Custom Fields was not possible during the configuration of Scheduled Requests.
#29155
Minor
Fix an issue causing workflow approvals to freeze when specific assigned users are deleted and the admin tries to reassign it.
#28746
Minor
Fix for a bug that was preventing unlinking an Insight CI on a request.
#22274
Version 7.72.4
Mar 20, 2024
Bug Fixes
Minor
Resolved an issue in MSSQL where information entered in a tree-type custom field during request creation or editing was not displaying in the request's detail view.
#32106
Version 7.72.3
Mar 20, 2024
Bug Fixes
Minor
Fixed a bug where in certain scenarios automations didn't work as expected when having reassignment as trigger.
#32222
Version 7.72.2
Mar 19, 2024
Bug Fixes
Minor
Fixing a configuration error which causes some AI capabilities to be disabled on Demo Instances
#32186
Version 7.72.1
Mar 12, 2024
Bug Fixes
Critical
Fix for an issue that was causing delays when executing workflows with file type fields in the initial stage and at least one web service stage.
#32060
Minor
We've added missing translations for push notifications.
#31865
Version 7.72.0
Mar 14, 2024
Features and Improvements
New
New variable in workflow emails
In order to improve the composition of emails in workflows, we have included a new variable called “Full name of the recipient”.
#31184
Bug Fixes
Minor
Fix for a bug that was causing some issues when using a list populated through an API call.
#31665
Minor
We've fixed an issue where, when using MSSQL and configuring scheduled requests with the "Working hours" option enabled, tickets were still created regardless of the desk status.
#31616
Minor
We've addressed the issue of slow loading times for the approval editing widget, improving the overall performance.
#31255
Minor
We've corrected an issue where creating an automation with the trigger event "Change in a Custom Field" would also trigger priority changes.
#31059
Minor
We've resolved an issue where modifying a category caused the loss of its translation.
#31046
Minor
Fixed a bug where users mentioned in comments weren't receiving email notifications when the mention notification template was disabled and the new comment notification template was enabled.
#30870
Minor
We've fixed a bug where exporting a report from a custom view with the 'Rejection Date' filter incorrectly showed the rejection date value for both the 'creation date' and 'rejection date' columns.
#30799
Minor
Fix for API endpoint that returned a single file instead of all corresponding ones.
#30669
Minor
We've resolved a bug where responding to and resolving a major incident request did not propagate attachments to related request responses.
#23156
Version 7.71.10
Mar 26, 2024
Bug Fixes
Minor
Fixed a UI issue caused by opening certain workflow requests.
#32325
Major
Fixed a bug where workflow execution was blocked due to undefined variables in a web service stage.
#32299
Version 7.71.9
Mar 24, 2024
Bug Fixes
Minor
Fix for a bug that affected incoming emails with double header in certain instances.
#32170
Minor
Resolved issue where executing a workflow with a form allowing selection from a list displayed the field name instead of the selected value in subsequent stages.
#31841
Minor
We've resolved a bug where updating the SLA of a request that was waiting for an approval did not pause the new SLA that applied to the request.
#31472
Minor
We've fixed a bug where selecting "Reply and solve" for a comment when a custom field within the request was required to be completed resulted in the button being disabled, preventing any action.
#31339
Minor
We've resolved a bug where configured types in the import catalog template were not preserved during the import process.
#31034
Minor
Resolved the issue of creating a KB article with a title or description containing accents, reaching the maximum character limit. Implemented a solution where a pop-up now alerts users upon reaching the character limit.
#30556
Minor
Fixed an issue where relating Configuration Items to CI Custom Fields was not possible during the configuration of Scheduled Requests.
#29155
Minor
Fix an issue causing workflow approvals to freeze when specific assigned users are deleted and the admin tries to reassign it.
#28746
Minor
Fix for a bug that was preventing unlinking an Insight CI on a request.
#22274
Version 7.71.7
Mar 20, 2024
Bug Fixes
Minor
Resolved an issue in MSSQL where information entered in a tree-type custom field during request creation or editing was not displaying in the request's detail view.
#32106
Version 7.71.6
Mar 20, 2024
Bug Fixes
Minor
Fixed a bug where in certain scenarios automations didn't work as expected when having reassignment as trigger.
#32222
Version 7.71.5
Mar 19, 2024
Bug Fixes
Minor
Fixing a configuration error which causes some AI capabilities to be disabled on Demo Instances
#32186
Version 7.71.4
Mar 12, 2024
Bug Fixes
Critical
Fix for an issue that was causing delays when executing workflows with file type fields in the initial stage and at least one web service stage.
#32060
Minor
We've added missing translations for push notifications.
#31865
Version 7.71.3
Mar 14, 2024
Bug Fixes
Minor
Fix for a bug that was causing some issues when using a list populated through an API call.
#31665
Minor
We've fixed an issue where, when using MSSQL and configuring scheduled requests with the "Working hours" option enabled, tickets were still created regardless of the desk status.
#31616
Minor
We've addressed the issue of slow loading times for the approval editing widget, improving the overall performance.
#31255
Minor
We've corrected an issue where creating an automation with the trigger event "Change in a Custom Field" would also trigger priority changes.
#31059
Minor
We've resolved an issue where modifying a category caused the loss of its translation.
#31046
Minor
Fixed a bug where users mentioned in comments weren't receiving email notifications when the mention notification template was disabled and the new comment notification template was enabled.
#30870
Minor
We've fixed a bug where exporting a report from a custom view with the 'Rejection Date' filter incorrectly showed the rejection date value for both the 'creation date' and 'rejection date' columns.
#30799
Minor
Fix for API endpoint that returned a single file instead of all corresponding ones.
#30669
Minor
We've resolved a bug where responding to and resolving a major incident request did not propagate attachments to related request responses.
#23156
Version 7.71.2
Mar 1, 2024
Bug Fixes
Minor
Fixing bugs related to emails configurations
#31869
Version 7.71.1
Feb 26, 2024
Bug Fixes
Minor
User Fixed a bug where trying to duplicate a workflow request that went through an approval step caused an error, stopping further progress.
#31732
Version 7.71.0
Feb 25, 2024
Features and Improvements
New
InvGate AI Hub
InvGate AI Hub is a comprehensive initiative aimed at consolidating all AI-powered functionalities within our products. It is free on beta available for all cloud customers. More Info: https://blog.invgate.com/invgate-ai-hub-artificial-intelligence-for-it-teams
#30711
Bug Fixes
Minor
We've fixed a bug where the task configuration popup unexpectedly closed when configuring actions in automations.
#31501
Minor
Fixed a bug where specific metrics showing as 0 in reports were being exported as blanks in scheduled reports.
#31494
Minor
Fixed a typo in the Italian language used in the Self-Service Portal.
#31419
Minor
Fix for a bug that affected incoming emails with double header in certain instances.
#31407
Minor
Fixed the blank pop-up issue for users with custom roles limited to the incoming emails section. This issue occurred only upon login and had no impact on users with the administrator role.
#31076
Minor
Fix for a bug that was preventing relate a DevOps Workitem from a request response.
#31002
Minor
Fix for a bug that was affecting Insight Business Applications linking on custom fields.
#30420
Minor
Fixed display issue for variables related to tickets in tasks email templates.
#30127
Minor
Fixed a bug that was preventing file downloads when a field name in the workflow contained slashes (/).
#30056
Minor
Fix for a bug that was affecting the Insight CI linking and detail view from Service Desk.
#30053
Minor
We've resolved a bug where assigning a ticket to a round-robin desk didn't reflect the desk assignment, only showing "System has assigned to the agent. > Fix for a bug where assigning a request to a help desk with round-robin assignment wasn't correctly reflected in the request activity history.
#29734
Minor
Fixed an issue where pressing the 'Reset Template' button in the email templates section twice resulted in an infinite loop, even when no changes were made.
#29678
Minor
Fix for a bug that was causing errors on API OLAP encoding responses.
#29631
Minor
Fixed a bug where reports, dashboards, and views with the 'Help desk > is not (nor is a child of)' or 'Category > is not (nor is a child of)' filter conditions incorrectly included requests that did not match the specified criteria.
#29107
Minor
Fixed a bug where accessing a dashboard with a chart configured using a deleted custom field as a dimension resulted in subsequent charts not loading.
#27033
Version 7.70.8
Mar 20, 2024
Bug Fixes
Minor
Resolved an issue in MSSQL where information entered in a tree-type custom field during request creation or editing was not displaying in the request's detail view.
#32106
Version 7.70.7
Mar 20, 2024
Bug Fixes
Minor
Fixed a bug where in certain scenarios automations didn't work as expected when having reassignment as trigger.
#32222
Version 7.70.6
Mar 12, 2024
Bug Fixes
Critical
Fix for an issue that was causing delays when executing workflows with file type fields in the initial stage and at least one web service stage.
#32060
Minor
We've added missing translations for push notifications.
#31865
Version 7.70.5
Mar 14, 2024
Bug Fixes
Minor
Fix for a bug that was causing some issues when using a list populated through an API call.
#31665
Minor
We've fixed an issue where, when using MSSQL and configuring scheduled requests with the "Working hours" option enabled, tickets were still created regardless of the desk status.
#31616
Minor
We've addressed the issue of slow loading times for the approval editing widget, improving the overall performance.
#31255
Minor
We've corrected an issue where creating an automation with the trigger event "Change in a Custom Field" would also trigger priority changes.
#31059
Minor
We've resolved an issue where modifying a category caused the loss of its translation.
#31046
Minor
Fixed a bug where users mentioned in comments weren't receiving email notifications when the mention notification template was disabled and the new comment notification template was enabled.
#30870
Minor
We've fixed a bug where exporting a report from a custom view with the 'Rejection Date' filter incorrectly showed the rejection date value for both the 'creation date' and 'rejection date' columns.
#30799
Minor
Fix for API endpoint that returned a single file instead of all corresponding ones.
#30669
Minor
We've resolved a bug where responding to and resolving a major incident request did not propagate attachments to related request responses.
#23156
Version 7.70.4
Feb 26, 2024
Bug Fixes
Minor
User Fixed a bug where trying to duplicate a workflow request that went through an approval step caused an error, stopping further progress.
#31732
Version 7.70.3
Feb 25, 2024
Bug Fixes
Minor
We've fixed a bug where the task configuration popup unexpectedly closed when configuring actions in automations.
#31501
Minor
Fixed a bug where specific metrics showing as 0 in reports were being exported as blanks in scheduled reports.
#31494
Minor
Fixed a typo in the Italian language used in the Self-Service Portal.
#31419
Minor
Fixed the blank pop-up issue for users with custom roles limited to the incoming emails section. This issue occurred only upon login and had no impact on users with the administrator role.
#31076
Minor
Fix for a bug that was preventing relate a DevOps Workitem from a request response.
#31002
Minor
Fix for a bug that was affecting Insight Business Applications linking on custom fields.
#30420
Minor
Fixed display issue for variables related to tickets in tasks email templates.
#30127
Minor
Fixed a bug that was preventing file downloads when a field name in the workflow contained slashes (/).
#30056
Minor
Fix for a bug that was affecting the Insight CI linking and detail view from Service Desk.
#30053
Minor
We've resolved a bug where assigning a ticket to a round-robin desk didn't reflect the desk assignment, only showing "System has assigned to the agent. > Fix for a bug where assigning a request to a help desk with round-robin assignment wasn't correctly reflected in the request activity history.
#29734
Minor
Fixed an issue where pressing the 'Reset Template' button in the email templates section twice resulted in an infinite loop, even when no changes were made.
#29678
Minor
Fix for a bug that was causing errors on API OLAP encoding responses.
#29631
Minor
Fixed a bug where reports, dashboards, and views with the 'Help desk > is not (nor is a child of)' or 'Category > is not (nor is a child of)' filter conditions incorrectly included requests that did not match the specified criteria.
#29107
Minor
Fixed a bug where accessing a dashboard with a chart configured using a deleted custom field as a dimension resulted in subsequent charts not loading.
#27033
Version 7.70.2
Feb 15, 2024
Bug Fixes
Minor
General stability improvements and optimizations.
#31599
Version 7.70.1
Feb 14, 2024
Features and Improvements
New
AI Hub Setup
Unifying existing AI configuration for preparation to AI Hub launch
#31544
Version 7.70.0
Feb 9, 2024
Bug Fixes
Minor
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
#31249
Minor
Fixes an issue where workflow requests corresponding to prior versions of a workflow were not being returned when filtering by Workflow Stage.
#31246
Minor
Fixed a bug that prevented the viewing of name information for an Insight CI when updated if it is the Inventory ID.
#30095
Minor
Fix a bug related to the fields in the start form when duplicating a request assigned to an older version of a Workflow.
#29389
Minor
Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.
#27240
Version 7.69.7
Feb 26, 2024
Bug Fixes
Minor
User Fixed a bug where trying to duplicate a workflow request that went through an approval step caused an error, stopping further progress.
#31732
Version 7.69.6
Mar 14, 2024
Bug Fixes
Minor
Fixed a typo in the Italian language used in the Self-Service Portal.
#31419
Minor
Fixed the blank pop-up issue for users with custom roles limited to the incoming emails section. This issue occurred only upon login and had no impact on users with the administrator role.
#31076
Minor
Fix for a bug that was preventing relate a DevOps Workitem from a request response.
#31002
Minor
Fix for a bug that was affecting Insight Business Applications linking on custom fields.
#30420
Minor
Fixed display issue for variables related to tickets in tasks email templates.
#30127
Minor
Fixed a bug that was preventing file downloads when a field name in the workflow contained slashes (/).
#30056
Minor
Fix for a bug that was affecting the Insight CI linking and detail view from Service Desk.
#30053
Minor
We've resolved a bug where assigning a ticket to a round-robin desk didn't reflect the desk assignment, only showing "System has assigned to the agent. > Fix for a bug where assigning a request to a help desk with round-robin assignment wasn't correctly reflected in the request activity history.
#29734
Minor
Fixed an issue where pressing the 'Reset Template' button in the email templates section twice resulted in an infinite loop, even when no changes were made.
#29678
Minor
Fix for a bug that was causing errors on API OLAP encoding responses.
#29631
Minor
Fixed a bug where reports, dashboards, and views with the 'Help desk > is not (nor is a child of)' or 'Category > is not (nor is a child of)' filter conditions incorrectly included requests that did not match the specified criteria.
#29107
Minor
Fixed a bug where accessing a dashboard with a chart configured using a deleted custom field as a dimension resulted in subsequent charts not loading.
#27033
Version 7.69.5
Feb 15, 2024
Bug Fixes
Minor
General stability improvements and optimizations.
#31599
Version 7.69.4
Feb 14, 2024
Features and Improvements
New
AI Hub Setup
Unifying existing AI configuration for preparation to AI Hub launch
#31544
Version 7.69.3
Feb 9, 2024
Bug Fixes
Minor
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
#31249
Minor
Fixes an issue where workflow requests corresponding to prior versions of a workflow were not being returned when filtering by Workflow Stage.
#31246
Minor
Fixed a bug that prevented the viewing of name information for an Insight CI when updated if it is the Inventory ID.
#30095
Minor
Fix a bug related to the fields in the start form when duplicating a request assigned to an older version of a Workflow.
#29389
Minor
Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.
#27240
Version 7.69.2
Feb 7, 2024
Bug Fixes
Minor
Fixed a bug causing assignment failures in processes when setting the responsible party for a stage as 'Last responsible selected' in instances using MS SQL.
#31430
Version 7.69.1
Feb 5, 2024
Bug Fixes
Minor
We've fixed a bug that was causing continuous reminder loops for approvals.
#31410
Minor
Fixed an issue that occasionally prevented the creation and editing of view filters when dealing with an unusually large number of custom fields to load.
#31225
Version 7.69.0
Feb 1, 2024
Features and Improvements
New
Single value tree custom fields now available on Microsoft Teams integration
From now on, users can create requests from their Microsoft Teams integration that includes single value tree custom fields.
#31080
New
Introducing a new role for Knowledge Base articles
Now, users can be designated as responsible parties to keep articles updated. The mandatory field in article creation and editing promotes efficient collaboration.
#27194
Bug Fixes
Minor
Fixed a bug that, under certain circumstances, caused empty values to be exported in the Unformatted Description column in scheduled reports.
#30894
Minor
Fixed a bug that sometimes affected performance when creating or editing dashboards and reports.
#30816
Minor
Resolved a UI bug encountered while writing HTML code during comment editing.
#30659
Minor
Fixed an issue where workflows with two stages of tasks (with the second stage copying the first) and the execution of intermediate steps were causing workflow interruption, preventing the visibility and assignment of the second stage of tasks.
#30567
Minor
Fixed a bug causing issues with the cancel stage in workflows.
#30308
Minor
Fixed a bug that prevented changing the user type (from end user to agent) of LDAP-provisioned users with email addresses containing spaces.
#30269
Minor
Resolved a privacy configuration issue regarding comments in the mobile and app versions where specified settings were not being respected.
#29841
Minor
Fixed a bug that prevented email delivery of reports and exports to users with non-validated email addresses when using an email server other than InvGate email server.
#27284
Minor
Fixed a bug where SLA metrics, which were displaying as 0 in reports, were exported as blanks.
#22108
Version 7.68.9
Feb 15, 2024
Bug Fixes
Minor
General stability improvements and optimizations.
#31599
Version 7.68.8
Feb 14, 2024
Features and Improvements
New
AI Hub Setup
Unifying existing AI configuration for preparation to AI Hub launch
#31544
Version 7.68.7
Feb 9, 2024
Bug Fixes
Minor
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
#31249
Minor
Fixes an issue where workflow requests corresponding to prior versions of a workflow were not being returned when filtering by Workflow Stage.
#31246
Minor
Fixed a bug that prevented the viewing of name information for an Insight CI when updated if it is the Inventory ID.
#30095
Minor
Fix a bug related to the fields in the start form when duplicating a request assigned to an older version of a Workflow.
#29389
Minor
Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.
#27240
Version 7.68.6
Feb 7, 2024
Bug Fixes
Minor
Fixed a bug causing assignment failures in processes when setting the responsible party for a stage as 'Last responsible selected' in instances using MS SQL.
#31430
Version 7.68.5
Feb 5, 2024
Bug Fixes
Minor
We've fixed a bug that was causing continuous reminder loops for approvals.
#31410
Minor
Fixed an issue that occasionally prevented the creation and editing of view filters when dealing with an unusually large number of custom fields to load.
#31225
Version 7.68.4
Feb 1, 2024
Bug Fixes
Minor
Fixed a bug that, under certain circumstances, caused empty values to be exported in the Unformatted Description column in scheduled reports.
#30894
Minor
Fixed a bug that sometimes affected performance when creating or editing dashboards and reports.
#30816
Minor
Resolved a UI bug encountered while writing HTML code during comment editing.
#30659
Minor
Fixed an issue where workflows with two stages of tasks (with the second stage copying the first) and the execution of intermediate steps were causing workflow interruption, preventing the visibility and assignment of the second stage of tasks.
#30567
Minor
Fixed a bug causing issues with the cancel stage in workflows.
#30308
Minor
Fixed a bug that prevented changing the user type (from end user to agent) of LDAP-provisioned users with email addresses containing spaces.
#30269
Minor
Resolved a privacy configuration issue regarding comments in the mobile and app versions where specified settings were not being respected.
#29841
Minor
Fixed a bug that prevented email delivery of reports and exports to users with non-validated email addresses when using an email server other than InvGate email server.
#27284
Minor
Fixed a bug where SLA metrics, which were displaying as 0 in reports, were exported as blanks.
#22108
Version 7.68.3
Jan 24, 2024
Bug Fixes
Minor
Fixed a bug where custom sender accounts were not being applied to email notifications when using Office email servers with basic authentication.
#31185
Minor
This fix addresses a bug that was preventing the parser from processing JSON variables correctly within Workflows.
#31083
Version 7.68.2
Jan 19, 2014
Bug Fixes
Minor
Fixed a bug that prevented outgoing email notifications from using the configured custom sender address.
#31098
Version 7.68.1
Jan 17, 2024
Bug Fixes
Minor
Minor performance tweaks.
#31061
Version 7.68.0
Jan 17, 2024
Features and Improvements
New
Allow using wildcards when adding secure sites
Users can now specify secure URLs using wildcard characters, providing a more dynamic and convenient method for managing secure site configurations. This feature empowers administrators to streamline the process of securing multiple subdomains or paths within a domain, enhancing overall control and customization in site management.
#27593
New
Automated actions now have a cleaner look
Selecting actions in the Automations, SLAs and Approvals sections is now cleaner and more intuitive with the brand new Actions and Services catalog.
#25757
Bug Fixes
Minor
Fix for a bug that was preventing using OAuth 2.0 Client Credentials as authentication mode for Insight API in web services calls.
#30674
Minor
Fixed a bug where the help desk name variable in Assigned task email templates would not be replaced with its corresponding value when the notification was sent.
#30456
Version 7.67.9
Feb 7, 2024
Bug Fixes
Minor
Fixed a bug causing assignment failures in processes when setting the responsible party for a stage as 'Last responsible selected' in instances using MS SQL.
#31430
Version 7.67.8
Feb 5, 2024
Bug Fixes
Minor
We've fixed a bug that was causing continuous reminder loops for approvals.
#31410
Minor
Fixed an issue that occasionally prevented the creation and editing of view filters when dealing with an unusually large number of custom fields to load.
#31225
Version 7.67.7
Feb 1, 2024
Bug Fixes
Minor
Fixed a bug that, under certain circumstances, caused empty values to be exported in the Unformatted Description column in scheduled reports.
#30894
Minor
Fixed a bug that sometimes affected performance when creating or editing dashboards and reports.
#30816
Minor
Resolved a UI bug encountered while writing HTML code during comment editing.
#30659
Minor
Fixed an issue where workflows with two stages of tasks (with the second stage copying the first) and the execution of intermediate steps were causing workflow interruption, preventing the visibility and assignment of the second stage of tasks.
#30567
Minor
Fixed a bug causing issues with the cancel stage in workflows.
#30308
Minor
Fixed a bug that prevented changing the user type (from end user to agent) of LDAP-provisioned users with email addresses containing spaces.
#30269
Minor
Resolved a privacy configuration issue regarding comments in the mobile and app versions where specified settings were not being respected.
#29841
Minor
Fixed a bug that prevented email delivery of reports and exports to users with non-validated email addresses when using an email server other than InvGate email server.
#27284
Minor
Fixed a bug where SLA metrics, which were displaying as 0 in reports, were exported as blanks.
#22108
Version 7.67.6
Jan 19, 2014
Bug Fixes
Minor
Fixed a bug that prevented outgoing email notifications from using the configured custom sender address.
#31098
Version 7.67.5
Jan 18, 2024
Bug Fixes
Minor
Resolved the issue where the "Waiting for approval" state was not taken into account when transitioning SLA to "Ready" in "Waiting for" state changes.
#31096
Version 7.67.4
Jan 17, 2024
Bug Fixes
Minor
Minor performance tweaks.
#31010
Version 7.67.3
Jan 12, 2024
Bug Fixes
Minor
Fix for a bug that was preventing using OAuth 2.0 Client Credentials as authentication mode for Insight API in web services calls.
#30674
Minor
Fixes an issue that caused HTML tags to be displayed when listing agents' absences.
#28753
Minor
Fixes an issue preventing user OLAP dimension updates in very specific scenarios, which led to inaccuracies in reflecting short-term user changes.
#28541
Minor
Fixed a bug causing delays in deploying workflows with a high number of custom fields.
#28509
Minor
Fixed a bug where changing a workflow request's category from one with a description to one without during creation prevented the workflow request from being properly generated.
#28272
Minor
Fix for a bug that, when a user was disabled, it incorrectly displayed that they were no longer associated with their designated location.
#27431
Minor
Fixed a bug that, under certain circumstances, caused the selected value of a List-type field not to be displayed in workflow requests when the selected option is the first one listed.
#24212
Minor
Fixes a bug affecting result accuracy with the 'Customer > is not from help desk' filter across request views, reports, and dashboards.
#24125
Version 7.67.2
Jan 11, 2024
Bug Fixes
Minor
Fix for a bug that resulted in a "Page not found" error displayed when accessing dashboards shared by users whose role was changed from agent to end user.
#30925
Minor
Fix for a bug that was preventing the visualization of a request through Microsoft Teams integration.
#30906
Version 7.67.1
Jan 5, 2024
Bug Fixes
Minor
Fix for a bug that, when trying to access a predefined report by going to Reports > Requests, prevented the access to the report and resulted in an error message.
#30834
Version 7.67.0
Jan 4, 2024
Features and Improvements
New
Discontinuing Internet Explorer 11 Support
Microsoft ended support for Internet Explorer 11 on June 15, 2022. Following this announcement, we made the decision to no longer support Internet Explorer 11 in Service Desk starting January 1st, 2024. Users who log in using an Internet Explorer browser will encounter an error message stating the browser is no longer supported.
#29683
New
Remove collaborators from requests
From now on, collaborators can be removed from requests.
#6829
Bug Fixes
Minor
Fix for a bug that caused Microsoft Teams Virtual Agent to not correctly update the version on re-download.
#30373
Minor
Fixed a bug that caused increased processing times when retrieving agent positions.
#30372
Minor
Fixed a bug when retrieving the full hierarchy of help desks and locations, resulting in improved performance.
#30371
Minor
Fixed a bug causing no results to be returned when using "is from help desk" or "is not from help desk" filter on user-type custom fields.
#29403
Minor
Resolved a bug where requests with expired solution confirmations, thus unrated, were incorrectly included in the average ratings calculation.
#28824
Version 7.66.9
Jan 19, 2024
Bug Fixes
Minor
Fixed a bug that prevented outgoing email notifications from using the configured custom sender address.
#31098
Version 7.66.8
Jan 18, 2024
Bug Fixes
Minor
Resolved the issue where the "Waiting for approval" state was not taken into account when transitioning SLA to "Ready" in "Waiting for" state changes.
#31096
Version 7.66.7
Jan 17, 2024
Bug Fixes
Minor
Minor performance tweaks.
#31010
Version 7.66.6
Jan 12, 2024
Bug Fixes
Minor
Fix for a bug that was preventing using OAuth 2.0 Client Credentials as authentication mode for Insight API in web services calls.
#30674
Minor
Fixes an issue that caused HTML tags to be displayed when listing agents' absences.
#28753
Minor
Fixes an issue preventing user OLAP dimension updates in very specific scenarios, which led to inaccuracies in reflecting short-term user changes.
#28541
Minor
Fixed a bug where changing a workflow request's category from one with a description to one without during creation prevented the workflow request from being properly generated.
#28272
Minor
Fixed a bug that, under certain circumstances, caused the selected value of a List-type field not to be displayed in workflow requests when the selected option is the first one listed.
#24212
Version 7.66.5
Jan 11, 2024
Bug Fixes
Minor
Fix for a bug that resulted in a "Page not found" error displayed when accessing dashboards shared by users whose role was changed from agent to end user.
#30925
Minor
Fix for a bug that was preventing the visualization of a request through Microsoft Teams integration.
#30906
Version 7.66.4
Jan 4, 2024
Features and Improvements
New
Discontinuing Internet Explorer 11 Support
Microsoft ended support for Internet Explorer 11 on June 15, 2022. Following this announcement, we made the decision to no longer support Internet Explorer 11 in Service Desk starting January 1st, 2024. Users who log in using an Internet Explorer browser will encounter an error message stating the browser is no longer supported.
#29683
Bug Fixes
Minor
Fix for a bug that caused Microsoft Teams Virtual Agent to not correctly update the version on re-download.
#30373
Minor
Fixed a bug that caused increased processing times when retrieving agent positions.
#30372
Minor
Fixed a bug when retrieving the full hierarchy of help desks and locations, resulting in improved performance.
#30371
Minor
Resolved a bug where requests with expired solution confirmations, thus unrated, were incorrectly included in the average ratings calculation.
#28824
Version 7.66.1
Dec 20, 2023
Bug Fixes
Minor
We've added some missing translations.
#30584
Version 7.66.0
Dec 15, 2023
Features and Improvements
New
Push notifications now available for the mobile app!
Users can now receive mobile push notifications on the Service Desk mobile app. Note: This feature will be rolled out progressively during December and January, and once completed, users will need to update the app to the latest version to start using it. This feature is only available for Cloud customers.
#30383
New
Share custom views
From now on, agents, managers, and administrators can share custom views, allowing them to create views once, and use them across their entire team to enhance collaboration and increase efficiency.
#29957
New
Schedule time tracking and intervals reports, including requests details
With this new feature, users can choose to schedule an interval or time tracking report, including the report's details.
#26976
New
Use the MS Teams bot commands in your language
From now on, you can use the commands of the MS Teams bot in the same language as you use MS Teams
#15499
Bug Fixes
Minor
Resolved a bug that caused issues when utilizing lists containing options with numeric hashes as workflow variables.
#30337
Minor
Fixed a bug in public articles that included images in their body content.
#28820
Minor
Fixes an issue where the request list failed to load when interacting with a report's summary on on-premises instances, specifically with SQL Server as the database.
#28189
Minor
Fix for a bug in the activity logs of approvals when using the Spanish language.
#25040
Minor
Fix a bug that prevents to get the first value of an array from a web service call response en Workflows
#22314
Version 7.65.5
Dec 21, 2023
Bug Fixes
Minor
We've added some missing translations.
#30658
Version 7.65.4
Jan 4, 2024
Bug Fixes
Minor
We've added some missing translations.
#30621
Version 7.65.3
Dec 20, 2023
Bug Fixes
Minor
We've added some missing translations.
#30584
Version 7.65.2
Dec 15, 2023
Bug Fixes
Minor
Resolved a bug that caused issues when utilizing lists containing options with numeric hashes as workflow variables.
#30337
Minor
Fixed a bug in public articles that included images in their body content.
#28820
Minor
Fix for a bug in the activity logs of approvals when using the Spanish language.
#25040
Minor
Fix a bug that prevents to get the first value of an array from a web service call response en Workflows
#22314
Version 7.65.1
Dec 5, 2023
Bug Fixes
Minor
Fix a bug that that prevents relate CIs or Business Applications on Insight integration
#29137
Version 7.65.0
Dec 5, 2023
Features and Improvements
New
Get more data from requests on OLAP API
From now on you can get the title and the description from your requests using OLAP API.
#28569
New
Confirmation box for request escalation
We have implemented a confirmation dialog for request escalation to prevent unintentional actions.
#11798
Bug Fixes
Minor
Fixed a bug that caused no requests to be returned in views with a 'Workflow stage' filter condition.
#30034
Minor
Fixed a bug that caused date-type custom fields to display as blank in reports under specific conditions.
#29946
Minor
Fixed a bug causing issues when using the same email address for both incoming and outgoing mails.
#29816
Minor
Fix for a bug that led to UI issues when adding a space at the end of a text field.
#29296
Minor
Fixed a bug that caused requests imported via CSV with a creation time of '00:00' to be erroneously reported with the creation date of the previous day.
#28562
Version 7.64.8
Dec 20, 2023
Bug Fixes
Minor
We've added some missing translations.
#30584
Version 7.64.7
Dec 15, 2023
Features and Improvements
New
Detailed Visualizations for Azure DevOps integration
From now on, users can view the descriptions and fields of linked Work Items directly from Service Desk, without having to navigate to Azure DevOps.
#28969
New
Get more data from requests on OLAP API
From now on you can get the title and the description from your requests using OLAP API.
#28569
New
Confirmation box for request escalation
We have implemented a confirmation dialog for request escalation to prevent unintentional actions.
#11798
Bug Fixes
Minor
Fixed a bug causing issues when using the same email address for both incoming and outgoing mails.
#29816
Minor
Fixed a bug that caused requests imported via CSV with a creation time of '00:00' to be erroneously reported with the creation date of the previous day.
#28562
Version 7.64.6
Dec 5, 2023
Bug Fixes
Minor
Fix a bug that that prevents relate CIs or Business Applications on Insight integration
#29137
Version 7.64.5
Dec 5, 2023
Bug Fixes
Minor
Fixed a bug that caused no requests to be returned in views with a 'Workflow stage' filter condition.
#30034
Minor
Fixed a bug that caused date-type custom fields to display as blank in reports under specific conditions.
#29946
Minor
Fix for a bug that led to UI issues when adding a space at the end of a text field.
#29296
Version 7.64.4
Nov 30, 2023
Bug Fixes
Minor
Fixes an issue that would excessive SAML logs to be generated.
#30000
Version 7.64.3
Nov 29, 2023
Bug Fixes
Minor
Fixed SAML authentication bug through configuration adjustments and troubleshooting.
#30282
Version 7.64.2
Nov 27, 2023
Bug Fixes
Minor
Fixed a bug causing errors when linking a new external entity to a request.
#30071
Version 7.64.1
Nov 21, 2023
Bug Fixes
Minor
We've added some missing translations.
#30082
Version 7.64.0
Nov 20, 2023
Features and Improvements
New
Search users through API by phone
The new endpoint /users.by allows you to search for users by phone.
#28622
New
New Workflow stage exportable column
Users will now be able to include the workflow stage of a request as a column when exporting requests' information.
#28219
New
New Rating column in request views
We've added the Rating column in Request views, providing agents with quick access to see ratings in the requests.
#27760
New
Waiting status display improvement
The name of the external entity is now displayed on the request view tag when waiting for it.
#15462
New
New action in automations
We have added "Reopen Request" as an action in Automations.
#8340
New
Requests print view enhancement
The enhanced print view on requests provides users with a clearer and more comprehensive format, ensuring that all data within the request is visible and neatly presented.
#4968
Bug Fixes
Minor
Fixed a bug in the search query for associating requests, where open requests were not considered when searching strictly by ID.
#29821
Minor
Fixed a bug that caused the deletion of email recipients when editing an automation with email sending.
#29681
Minor
Fixed a bug where text enclosed between angle brackets in text-type custom fields would disappear if the code inside was not recognized.
#29386
Minor
We've resolved a bug where scheduled requests were created with incorrect location IDs.
#28800
Version 7.63.10
Dec 5, 2023
Bug Fixes
Minor
Fix a bug that that prevents relate CIs or Business Applications on Insight integration
#29137
Version 7.63.9
Dec 5, 2023
Bug Fixes
Minor
Fixed a bug that caused no requests to be returned in views with a 'Workflow stage' filter condition.
#30034
Minor
Fixed a bug that caused date-type custom fields to display as blank in reports under specific conditions.
#29946
Minor
Fix for a bug that led to UI issues when adding a space at the end of a text field.
#29296
Version 7.63.8
Nov 30, 2023
Bug Fixes
Minor
Fixes an issue that would excessive SAML logs to be generated.
#30000
Version 7.63.7
Nov 29, 2023
Bug Fixes
Minor
Fixed SAML authentication bug through configuration adjustments and troubleshooting.
#30282
Version 7.63.6
Nov 27, 2023
Bug Fixes
Minor
Fixed a bug causing errors when linking a new external entity to a request.
#30071
Version 7.63.5
Nov 20, 2023
Bug Fixes
Minor
Fixed a bug in the search query for associating requests, where open requests were not considered when searching strictly by ID.
#29821
Minor
Fixed a bug that caused the deletion of email recipients when editing an automation with email sending.
#29681
Minor
Fixed a bug where text enclosed between angle brackets in text-type custom fields would disappear if the code inside was not recognized.
#29386
Minor
We've resolved a bug where scheduled requests were created with incorrect location IDs.
#28800
Version 7.63.4
Nov 15, 2023
Bug Fixes
Minor
Fixes a bug that inadvertently allowed the addition of incorrect columns to the MyWork table view.
#29959
Version 7.63.3
Nov 13, 2023
Bug Fixes
Minor
Fixed a SAML authentication bug.
#29856
Version 7.63.2
Nov 8, 2023
Bug Fixes
Minor
We have fixed an issue that was affecting the order displayed within categories when the 'Personalized Order' option was enabled.
#29845
Minor
Fixed a critical bug preventing SAML authentication under certain circumstances.
#29832
Minor
Fixed a bug that prevented the deletion of JSON Client ID files in configured Google OAuth authentication services.
#29823
Version 7.63.1
Nov 6, 2023
Bug Fixes
Minor
Fixed a bug that caused authentication issues when using SAML for existing users.
#29776
Version 7.63.0
Nov 5, 2023
Features and Improvements
New
New columns added in requests views table
From now on, users will be able to select Creator, Rejection date, Solution date, Collaborators, Unformatted description and Related CIs as columns, allowing them to choose what information to visualize in their requests views.
#27754
New
View details of Jira issues from Service Desk
From now on, when you link Jira issues as an external entity to a request in Service Desk, you will be able to view without leaving Service Desk the details of the Jira issue, such as the user assigned, the description, the creation date, custom fields and more.
#27605
New
Retroactively update hourly costs
This feature enables users to set a past date from which hourly costs become effective, allowing them to make retroactive changes to the cost of hours worked.
#26485
New
Integration with Azure DevOps now available
You can now set up a connection to your Azure DevOps organization and link your existing Work Items to Service Desk requests to allow for seamless updates on status.
#25758
New
Tasks on mobile app
Users can now view and mark tasks as completed directly from the mobile app.
#22428
Bug Fixes
Minor
We've fixed the issue where by clicking on the save button under the "General" section within the "Requests" configuration resulted in an unintended swap between the new views and the old views for "Requested" and "Requests".
#29530
Minor
Fixes an issue that caused single-level tree-type custom fields to be displayed incorrectly in dashboards, reports, and views.
#29104
Minor
Fix for a bug that displayed an incorrect request count under certain conditions in the default SLA reports.
#28548
Minor
Fix for a bug that, when selecting "General variable - Customer Manager" with the "is" operator in a Workflow conditional path, prevented selecting a user.
#26852
Minor
Fixes a bug where selecting all filtered help desks would inadvertently choose all help desks.
#26671
Minor
Fixes a bug where information was not presented in the expected order after carrying out searches in the filters prompt.
#26283
Version 7.62.10
Nov 27, 2023
Bug Fixes
Minor
Fixed a bug causing errors when linking a new external entity to a request.
#30071
Version 7.62.9
Nov 20, 2023
Bug Fixes
Minor
Fixed a bug in the search query for associating requests, where open requests were not considered when searching strictly by ID.
#29821
Minor
Fixed a bug that caused the deletion of email recipients when editing an automation with email sending.
#29681
Minor
Fixed a bug where text enclosed between angle brackets in text-type custom fields would disappear if the code inside was not recognized.
#29386
Minor
We've resolved a bug where scheduled requests were created with incorrect location IDs.
#28800
Version 7.62.8
Nov 13, 2023
Bug Fixes
Minor
Fixed a SAML authentication bug.
#29856
Version 7.62.7
Nov 8, 2023
Bug Fixes
Minor
We have fixed an issue that was affecting the order displayed within categories when the 'Personalized Order' option was enabled.
#29845
Minor
Fixed a bug that prevented the deletion of JSON Client ID files in configured Google OAuth authentication services.
#29823
Version 7.62.6
Nov 5, 2023
Features and Improvements
New
Retroactively update hourly costs
This feature enables users to set a past date from which hourly costs become effective, allowing them to make retroactive changes to the cost of hours worked.
#26485
Bug Fixes
Minor
We've fixed the issue where by clicking on the save button under the "General" section within the "Requests" configuration resulted in an unintended swap between the new views and the old views for "Requested" and "Requests".
#29530
Minor
Fixes an issue that caused single-level tree-type custom fields to be displayed incorrectly in dashboards, reports, and views.
#29104
Minor
Fix for a bug that, when selecting "General variable - Customer Manager" with the "is" operator in a Workflow conditional path, prevented selecting a user.
#26852
Minor
Fixes a bug where selecting all filtered help desks would inadvertently choose all help desks.
#26671
Version 7.62.5
Nov 2, 2023
Bug Fixes
Minor
Fixed an issue where reordering categories to a specific position did not preserve the modified order after saving, causing them to revert to their original state.
#29351
Version 7.62.4
Oct 31, 2023
Bug Fixes
Minor
We fixed a bug that was preventing the summarization of large articles from the Knowledge Base.
#29689
Minor
Fixes an issue that resulted in excessive log generation when users tried to login in using SAML.
#29569
Version 7.62.3
Oct 30, 2023
Bug Fixes
Minor
Fixed an issue related to automatic stage assignment in cases where assigned levels or help desks were outside their working hours.
#29666
Version 7.62.2
Oct 27, 2023
Bug Fixes
Minor
Fixed an issue that was causing complications during the export of custom views.
#29632
Minor
Fix for a bug that caused administrators to lose access to viewing 'all locations' when editing a request.
#29629
Version 7.62.1
Oct 26, 2023
Bug Fixes
Minor
Fix for a bug that sometimes prevented exporting scheduled reports and/or lists of requests under certain conditions.
#29578
Minor
Fix for a bug that was causing some issues when exporting custom views.
#29565
Version 7.62.0
Oct 20, 2023
Features and Improvements
New
Authentication restriction for externally authenticated users
We've added the ability for admins to restrict manual login for users who have authenticated using SAML, Google, and Microsoft services in the past.
#28297
Bug Fixes
Minor
We have fixed the bug where the TICKET_URL variable, when inserted as a hyperlink within an email in an automation, was formatting incorrectly.
#28572
Minor
Fixed a bug that caused issues with closed requests when removing options from lists or trees.
#27197
Minor
Fix for a bug that prevented the user interface of requests from loading correctly when leaving a comment in the request while using the French language.
#24855
Version 7.61.10
Nov 13, 2023
Bug Fixes
Minor
Fixed a SAML authentication bug.
#29856
Version 7.61.9
Nov 8, 2023
Bug Fixes
Minor
Fixed a bug that prevented the deletion of JSON Client ID files in configured Google OAuth authentication services.
#29823
Version 7.61.8
Nov 5, 2023
Features and Improvements
New
Retroactively update hourly costs
This feature enables users to set a past date from which hourly costs become effective, allowing them to make retroactive changes to the cost of hours worked.
#26485
Bug Fixes
Minor
We've fixed the issue where by clicking on the save button under the "General" section within the "Requests" configuration resulted in an unintended swap between the new views and the old views for "Requested" and "Requests".
#29530
Minor
Fixes a bug where selecting all filtered help desks would inadvertently choose all help desks.
#26671
Version 7.61.7
Oct 31, 2023
Bug Fixes
Minor
We fixed a bug that was preventing the summarization of large articles from the Knowledge Base.
#29689
Minor
Fixes an issue that resulted in excessive log generation when users tried to login in using SAML.
#29569
Version 7.61.6
Oct 30, 2023
Bug Fixes
Minor
Fixed an issue related to automatic stage assignment in cases where assigned levels or help desks were outside their working hours.
#29666
Version 7.61.5
Oct 27, 2023
Bug Fixes
Minor
Fixed an issue that was causing complications during the export of custom views.
#29632
Version 7.61.4
Oct 26, 2023
Bug Fixes
Minor
Fix for a bug that sometimes prevented exporting scheduled reports and/or lists of requests under certain conditions.
#29578
Minor
Fix for a bug that was causing some issues when exporting custom views.
#29565
Version 7.61.3
Oct 20, 2023
Bug Fixes
Minor
We have fixed the bug where the TICKET_URL variable, when inserted as a hyperlink within an email in an automation, was formatting incorrectly.
#28572
Minor
Fixed a bug that caused issues with closed requests when removing options from lists or trees.
#27197
Minor
Fix for a bug that prevented the user interface of requests from loading correctly when leaving a comment in the request while using the French language.
#24855
Version 7.61.2
Oct 19, 2023
Bug Fixes
Minor
Fix for a bug that was causing some issues with the solution confirmation expiration.
#29397
Minor
We've added some missing translations.
#29311
Version 7.61.1
Oct 18, 2023
Bug Fixes
Minor
Fixes a bug where changes to the LDAP integration settings were not being saved in specific situations.
#29314
Version 7.60.10
Oct 31, 2023
Bug Fixes
Minor
We fixed a bug that was preventing the summarization of large articles from the Knowledge Base.
#29689
Minor
Fixes an issue that resulted in excessive log generation when users tried to login in using SAML.
#29569
Version 7.60.9
Oct 30, 2023
Bug Fixes
Minor
Fixed an issue related to automatic stage assignment in cases where assigned levels or help desks were outside their working hours.
#29666
Version 7.60.8
Oct 27, 2023
Bug Fixes
Minor
Fixed an issue that was causing complications during the export of custom views.
#29632
Version 7.60.7
Oct 26, 2023
Bug Fixes
Minor
Fix for a bug that sometimes prevented exporting scheduled reports and/or lists of requests under certain conditions.
#29578
Minor
Fix for a bug that was causing some issues when exporting custom views.
#29565
Version 7.60.6
Oct 20, 2023
Bug Fixes
Minor
We have fixed the bug where the TICKET_URL variable, when inserted as a hyperlink within an email in an automation, was formatting incorrectly.
#28572
Minor
Fixed a bug that caused issues with closed requests when removing options from lists or trees.
#27197
Minor
Fix for a bug that prevented the user interface of requests from loading correctly when leaving a comment in the request while using the French language.
#24855
Version 7.60.5
Oct 19, 2023
Bug Fixes
Minor
Fix for a bug that was causing some issues with the solution confirmation expiration.
#29397
Minor
We've added some missing translations.
#29311
Version 7.60.4
Oct 10, 2023
Bug Fixes
Minor
Fixes a bug where changes to the LDAP integration settings were not being saved in specific situations.
#29314
Version 7.60.3
Oct 7, 2023
Bug Fixes
Minor
Fixes a bug that previously prevented users from choosing multiple help desks as filter criteria in certain situations.
#29069
Minor
Fixes a bug causing unrelated requests to be listed when applying a Workflow stage drilldown in dashboards.
#28980
Minor
Fixes a bug where, in some instances, time tracking entries were missing Creation Date data, preventing drilldown in Time Tracking reports.
#28211
Minor
Fix for a bug that, when retrieving Workstations information in the Assets integration, prevented the correct display of information from tabs other than ‘summary’.
#28190
Version 7.60.2
Oct 4, 2023
Bug Fixes
Minor
Fixes an issue that caused errors in workflows when choosing specific stage types and certain conditions were met.
#29096
Version 7.60.1
Oct 2, 2023
Bug Fixes
Minor
Fix for a bug related to the solution approval expiration.
#29022
Version 7.60.0
Sep 26, 2023
Features and Improvements
New
Configure in which categories your users can relate an external entities
From now on you can set in in which categories your users can relate an external entities through the menu Requests > General > External entities
#27416
New
Import locations from LDAP/SCIM
This major enhancement for user management enables the import of locations from both LDAP and SCIM, providing a seamless synchronization of users and locations in Service Desk.
#9954
Bug Fixes
Minor
Fixes an issue where conditions were not loading correctly when creating or editing dashboards with the Requests (Backlog) metric.
#28769
Minor
Fixes an issue that caused custom fields with zero values to appear as empty when exporting request lists.
#28462
Minor
Fixes a bug that prevented the drilldown functionality from working with the Closing Reason dimension in dashboards.
#28443
Minor
Fix for a bug that prevented the configuration of a reminder when selecting “Waiting for external entity”, from the “My Work” menu and using the Cards view.
#27974
Minor
We have resolved an issue that was causing workflow initiation problems when using a shared Custom Field of the Tree type at the starting stage.
#27430
Minor
Fixes an issue where the Working Time metric was incorrectly calculated and displayed in interval reports.
#25360
Minor
Fix for an issue where changes to the Knowledge Base permissions were not taking effect after saving and re-editing them.
#24972
Version 7.59.8
Oct 19, 2023
Bug Fixes
Minor
We've added some missing translations.
#29311
Version 7.59.7
Oct 7, 2023
Bug Fixes
Minor
Fixes a bug that previously prevented users from choosing multiple help desks as filter criteria in certain situations.
#29069
Minor
Fixes a bug causing unrelated requests to be listed when applying a Workflow stage drilldown in dashboards.
#28980
Minor
Fixes a bug where, in some instances, time tracking entries were missing Creation Date data, preventing drilldown in Time Tracking reports.
#28211
Minor
Fix for a bug that, when retrieving Workstations information in the Assets integration, prevented the correct display of information from tabs other than ‘summary’.
#28190
Version 7.59.6
Oct 4, 2023
Bug Fixes
Minor
Fixes an issue that caused errors in workflows when choosing specific stage types and certain conditions were met.
#29096
Version 7.59.5
Oct 2, 2023
Bug Fixes
Minor
Fix for a bug related to the solution approval expiration.
#29022
Version 7.59.4
Sep 26, 2023
Bug Fixes
Minor
Fixes an issue that caused custom fields with zero values to appear as empty when exporting request lists.
#28462
Minor
Fix for a bug that prevented the configuration of a reminder when selecting “Waiting for external entity”, from the “My Work” menu and using the Cards view.
#27974
Minor
We have resolved an issue that was causing workflow initiation problems when using a shared Custom Field of the Tree type at the starting stage.
#27430
Minor
Fix for an issue where changes to the Knowledge Base permissions were not taking effect after saving and re-editing them.
#24972
Version 7.59.3
Sep 18, 2023
Bug Fixes
Minor
Fix for a bug that was restarting the SLA timer when custom and spontaneous approvals, which require multiple votes, received the first approval vote.
#28911
Version 7.59.2
Sep 15, 2023
Bug Fixes
Minor
Fix for a bug that caused issues when deleting users in on premise instances using SQL server.
#28897
Version 7.59.1
Sep 13, 2023
Bug Fixes
Minor
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
#28833
Minor
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
#28092
Version 7.59.0
Sep 12, 2023
Features and Improvements
New
Customization for Virtual Agent now available
We are introducing the possibility of customizing the name, avatar and greeting for the brand new Virtual Agent.
#27349
New
New integration with Jira Software
From now on, you’ll be able to link Service Desk requests to Jira Software issues.
#18874
Bug Fixes
Minor
Fixes a bug that previously prevented users from performing drill-downs on dimensions in interval reports.
#28260
Minor
Fix for a bug that affected duplicated Workflows, resulting in an incorrect display of Workflows’ fields in “My Work” columns.
#28256
Minor
Fixes a bug where interval reports failed to generate results under certain circumstances.
#28243
Minor
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.
#28129
Minor
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.
#27585
Minor
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.
#27302
Minor
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
#27239
Minor
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
#27199
Minor
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
#26872
Minor
Fixes a bug where requests were not returned when utilizing specific custom fields from workflow stages as dimensions in Reports.
#26743
Minor
We have fixed an issue where the user field selector would unexpectedly close when a new value was entered before completing a search within the selector.
#26646
Minor
Improved loading times for the Manager view in specific scenarios.
#24883
Minor
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.
#22190
Minor
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.
#21749
Version 7.58.12
Oct 4, 2023
Bug Fixes
Minor
Fixes an issue that caused errors in workflows when choosing specific stage types and certain conditions were met.
#29096
Version 7.58.11
Oct 2, 2023
Bug Fixes
Minor
Fix for a bug related to the solution approval expiration.
#29022
Version 7.58.10
Sep 26, 2023
Bug Fixes
Minor
Fixes an issue that caused custom fields with zero values to appear as empty when exporting request lists.
#28462
Minor
Fix for a bug that prevented the configuration of a reminder when selecting “Waiting for external entity”, from the “My Work” menu and using the Cards view.
#27974
Minor
We have resolved an issue that was causing workflow initiation problems when using a shared Custom Field of the Tree type at the starting stage.
#27430
Version 7.58.9
Sep 18, 2023
Bug Fixes
Minor
Fix for a bug that was restarting the SLA timer when custom and spontaneous approvals, which require multiple votes, received the first approval vote.
#28911
Version 7.58.8
Sep 15, 2023
Bug Fixes
Minor
Fix for a bug that caused issues when deleting users in on premise instances using SQL server.
#28897
Version 7.58.7
Sep 13, 2023
Bug Fixes
Minor
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
#28833
Minor
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
#28092
Version 7.58.6
Sep 12, 2023
Bug Fixes
Minor
Minor security enhancements.
#28825
Version 7.58.5
Sep 11, 2023
Bug Fixes
Minor
Fixes a bug where interval reports failed to generate results under certain circumstances.
#28243
Minor
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.
#28129
Minor
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.
#27585
Minor
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.
#27302
Minor
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
#27239
Minor
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
#27199
Minor
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
#26872
Minor
We have fixed an issue where the user field selector would unexpectedly close when a new value was entered before completing a search within the selector.
#26646
Minor
Improved loading times for the Manager view in specific scenarios.
#24883
Minor
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.
#22190
Minor
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.
#21749
Version 7.58.4
Sep 7, 2023
Bug Fixes
Minor
Fixes a bug that prevented workflow approvals from being accepted or rejected.
#28643
Minor
Fixes a bug where interval reports failed to generate results under certain circumstances.
#28243
Minor
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.
#28129
Minor
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.
#27585
Minor
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.
#27302
Minor
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
#27239
Minor
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
#27199
Minor
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
#26872
Minor
We have fixed an issue where the user field selector would unexpectedly close when a new value was entered before completing a search within the selector.
#26646
Minor
Improved loading times for the Manager view in specific scenarios.
#24883
Minor
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.
#22190
Minor
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.
#21749
Version 7.58.3
Sep 4, 2023
Bug Fixes
Minor
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.
#28621
Version 7.58.2
Aug 30, 2023
Bug Fixes
Minor
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.
#28582
Version 7.58.1
Aug 29, 2023
Bug Fixes
Minor
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.
#28478
Version 7.58.0
Aug 28, 2023
Bug Fixes
Minor
Fix performance issues in workflows.
#27942
Minor
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
#27916
Minor
Fix for a bug that prevented some Views from being downloadable in XLSX format.
#27902
Minor
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
#27707
Minor
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
#27453
Minor
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
#27128
Minor
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
#25077
Version 7.57.16
Sep 18, 2023
Bug Fixes
Minor
Fix for a bug that was restarting the SLA timer when custom and spontaneous approvals, which require multiple votes, received the first approval vote.
#28911
Version 7.57.14
Sep 13, 2023
Bug Fixes
Minor
Fixes a bug that caused text fields in body templates to be displayed incorrectly once the request is submitted.
#28833
Minor
Fix for a bug when attempting to save an automation, SLA, or approval with a Web Service call without authentication.
#28092
Version 7.57.13
Sep 12, 2023
Bug Fixes
Minor
Minor security enhancements.
#28825
Version 7.57.12
Sep 11, 2023
Bug Fixes
Minor
Fixes a bug where interval reports failed to generate results under certain circumstances.
#28243
Minor
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.
#28129
Minor
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.
#27585
Minor
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.
#27302
Minor
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
#27239
Minor
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
#27199
Minor
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
#26872
Minor
Improved loading times for the Manager view in specific scenarios.
#24883
Minor
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.
#22190
Minor
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.
#21749
Version 7.57.11
Sep 7, 2023
Bug Fixes
Minor
Fixes a bug that prevented workflow approvals from being accepted or rejected.
#28643
Minor
Fixes a bug where interval reports failed to generate results under certain circumstances.
#28243
Minor
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.
#28129
Minor
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.
#27585
Minor
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.
#27302
Minor
Fixes an issue where the Time availability overlay in the Manager view failed to display correctly upon deleting an agent.
#27239
Minor
Fix for a bug that prevented images added to Knowledge Base articles from being visible when the article was downloaded as a PDF file.
#27199
Minor
We’ve resolved the issue where data from a request using a template was not duplicated as expected.
#26872
Minor
Improved loading times for the Manager view in specific scenarios.
#24883
Minor
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.
#22190
Minor
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.
#21749
Version 7.57.10
Sep 4, 2023
Bug Fixes
Minor
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.
#28621
Version 7.57.9
Aug 30, 2023
Bug Fixes
Minor
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.
#28582
Version 7.57.8
Aug 29, 2023
Bug Fixes
Minor
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.
#28478
Version 7.57.6
Aug 28, 2023
Bug Fixes
Minor
Fix performance issues in workflows.
#27942
Minor
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
#27916
Minor
Fix for a bug that prevented some Views from being downloadable in XLSX format.
#27902
Minor
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
#27707
Minor
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
#27453
Minor
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
#27128
Minor
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
#25077
Version 7.57.5
Aug 25, 2023
Bug Fixes
Minor
We've added some missing translations.
#28514
Minor
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.
#28448
Version 7.57.4
Aug 23, 2023
Bug Fixes
Minor
Fix performance issues in workflows.
#27942
Version 7.57.3
Aug 18, 2023
Features and Improvements
New
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
#28295
Version 7.57.1
Aug 15, 2023
Bug Fixes
Minor
Fix for a bug that caused the export of a report's details to fail in some instances.
#28146
Minor
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
#27976
Version 7.57.0
Aug 12, 2023
Features and Improvements
New
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.
#27710
New
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.
#27703
New
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.
#25368
New
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.
#25185
New
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.
#22406
New
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.
#21576
New
Default comment privacy customization
Administrators now have the flexibility to set the default privacy of the comments, ensuring a more secure communication experience.
#6022
New
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.
#5141
Bug Fixes
Minor
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
#27686
Minor
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
#14342
Version 7.56.12
Sep 7, 2023
Bug Fixes
Minor
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.
#28621
Version 7.56.11
Aug 30, 2023
Bug Fixes
Minor
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.
#28582
Version 7.56.10
Aug 25, 2023
Bug Fixes
Minor
Fix performance issues in workflows.
#27942
Minor
Fix for a bug on the mobile app that sometimes created requests in the wrong category.
#27916
Minor
Fix for a bug that prevented some Views from being downloadable in XLSX format.
#27902
Minor
We have resolved an issue where our SLAs paused but failed to automatically resume after the spontaneous approval is accepted or rejected.
#27707
Minor
We've fixed an issue where deleting a canned response would unintentionally unlink a body template associated with a category sharing the same ID.
#27453
Minor
Fix for a bug that resulted in broken metric popups when creating a request in a help desk outside of working hours.
#27128
Minor
Fix for a bug that prevented certain users from seeing their requests in “Requests > Help Desks” and caused filters to appear constantly loading.
#25077
Version 7.56.9
Aug 25, 2023
Bug Fixes
Minor
We've added some missing translations.
#28514
Minor
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.
#28448
Version 7.56.8
Aug 23, 2023
Bug Fixes
Minor
Fix performance issues in workflows.
#27942
Version 7.56.7
Aug 18, 2023
Features and Improvements
New
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
#28295
Version 7.56.5
Aug 15, 2023
Bug Fixes
Minor
Fix for a bug that caused the export of a report's details to fail in some instances.
#28146
Minor
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
#27976
Version 7.56.4
Aug 12, 2023
Bug Fixes
Minor
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
#27686
Minor
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
#14342
Version 7.56.3
Aug 7, 2023
Bug Fixes
Minor
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
#27947
Minor
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.
#27945
Version 7.56.2
Aug 2, 2023
Bug Fixes
Minor
Fixes an issue causing Knowledge Base articles to fail loading when accessed via the self-service portal search bar.
#27828
Minor
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.
#27757
Version 7.56.1
Jul 31, 2023
Bug Fixes
Minor
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
#27771
Version 7.56.0
Jul 29, 2023
Features and Improvements
New
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.
#27670
New
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.
#27103
New
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.
#23822
Bug Fixes
Minor
Fix for a bug that prevented details from showing in certain assets from Insight
#27515
Minor
Fix for an issue that prevented workflows from receiving certain documents from Insight
#27290
Minor
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
#27274
Major
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
#27151
Minor
Fix for an issue that allowed users to create requests using the MS Teams integration without filling in required custom fields.
#26936
Minor
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.
#26773
Minor
Fixes an issue that prevented CIs to be created in InvGate Insight through a Workflow.
#26074
Minor
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
#25652
Major
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
#25207
Minor
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.
#22764
Minor
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.
#20618
Version 7.55.12
Aug 25, 2023
Bug Fixes
Minor
We've added some missing translations.
#28514
Version 7.55.11
Aug 23, 2023
Bug Fixes
Minor
Additional enhancements in login security.
#28438
Version 7.55.10
Aug 18, 2023
Features and Improvements
New
Additional security enhancements
We have improved our logging capabilities upon logging in, capturing additional browser information.
#28295
Version 7.55.8
Aug 15, 2023
Bug Fixes
Minor
Fix for a bug that caused managers to receive notifications for requests in their help desks that they weren't observing.
#27976
Version 7.55.7
Aug 12, 2023
Bug Fixes
Minor
Fixed an issue where reports of requests with related processes displayed empty results in the Details section.
#27686
Minor
Solved an issue in drilldowns within dashboards where time-related metrics were displaying incorrect time formats.
#14342
Version 7.55.6
Aug 7, 2023
Bug Fixes
Minor
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
#27947
Minor
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.
#27945
Version 7.55.5
Aug 2, 2023
Bug Fixes
Minor
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.
#27757
Version 7.55.4
Jul 31, 2023
Bug Fixes
Minor
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
#27771
Version 7.55.3
Jul 29, 2023
Bug Fixes
Minor
Fix for a bug that prevented details from showing in certain assets from Insight
#27515
Minor
Fix for an issue that prevented workflows from receiving certain documents from Insight
#27290
Minor
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
#27274
Major
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
#27151
Minor
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.
#26773
Minor
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
#25652
Major
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
#25207
Minor
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.
#22764
Minor
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.
#20618
Version 7.55.2
Jul 25, 2023
Bug Fixes
Minor
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
#27274
Version 7.55.1
Jul 19, 2023
Bug Fixes
Minor
Fix performance issues in workflows.
#27576
Version 7.54.8
Aug 7, 2023
Bug Fixes
Minor
We have resolved an issue that affected the ticket creation process when selecting a featured category. Users can now create tickets without any disruptions.
#27947
Minor
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.
#27945
Version 7.54.7
Aug 2, 2023
Bug Fixes
Minor
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.
#27757
Version 7.54.6
Jul 31, 2023
Bug Fixes
Minor
Fixed an issue that affected report exports and scheduled reports when including empty date-type custom fields.
#27771
Version 7.54.5
Jul 29, 2023
Bug Fixes
Minor
Fix for a bug that prevented details from showing in certain assets from Insight
#27515
Minor
Fix for an issue that prevented workflows from receiving certain documents from Insight
#27290
Minor
Fix for an issue that displayed requests from deleted categories while creating a report or a view.
#27274
Major
Fix for a bug that affected notifications to managers when an agent approved or rejected an approval.
#27151
Minor
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.
#26773
Minor
Fix for an issue that caused delay when modifying tree custom fields with numerous options.
#25652
Major
Before this fix, users' managers were not imported via SCIM user provisioning in Azure integrations.
#25207
Minor
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.