Service Desk Releases

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

Brand New 7.60.2 Stable 7.59.6 Core 7.58.12 LTS 7.49.36

For older versions click here

Stable 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

Stable 7.59.5

Oct 2, 2023

Bug Fixes

Minor

Fix for a bug related to the solution approval expiration.

#29022

Stable 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

Stable 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

Stable 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

Stable 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

Stable 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