Service Desk Releases

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

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