Service Management Releases

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

Brand New 8.10.2 Stable 8.9.7 LTS 8.0.48

For older versions click here

Brand New 8.10.2

Mar 26, 2026

Bug Fixes

Minor

Bug-fixing and general improvements.

#49757

Brand New 8.10.1

Mar 25, 2026

Bug Fixes

Minor

Fixed an issue where Tag lists in Custom Fields and Workflows were not displaying Smart Tags.

#49495

Brand New 8.10.0

Mar 20, 2026

Features and Improvements

New

VSA configuration now accessible from AI Hub

The VSA and its channel settings (Teams, WhatsApp, in-app Chat) are now also accessible from the AI Hub, making them easier to find without removing the existing entry in Integrations.

#49096

New

Tasks completion in MS Teams

Workflow tasks can now be received, viewed, and completed directly in Microsoft Teams, allowing users to complete workflows entirely from the chat.

#47888

New

More Okta actions in workflows

You can now edit Okta users and assign them to groups directly from a workflow. Deactivate user and reset password support is coming soon.

#47825

New

Custom labels for workflow steps

Workflow administrators can now define custom labels for steps to display clear, user-friendly messages during workflow execution. This configuration is available for built-in action connectors, building blocks, web services, forms, and approvals. Instead of showing generic technical names, users will see meaningful messages that help them understand what is happening at each stage — making workflows easier to follow, especially for non-technical users.

#47004

Bug Fixes

Minor

Fixes the image overlay for instances with Custom Domains configured

#49542

Minor

Fixed an issue where an invalid Lansweeper OAuth client secret could prevent the agent portal page from loading correctly.

#49422

Minor

Fixed an issue where SLAs and OLAs could not be exported when "Workflow Stage" was configured as a condition.

#49056

Major

Fixed an issue where leading zeros in Meta integration PINs were being dropped, causing authentication failures due to incorrect character count.

#49011

Minor

Fixed an issue where deleting a workflow stage that reused a field from another stage would also remove the alias of the original field. Field aliases are now correctly preserved when a related stage is deleted.

#48952

Minor

Fixed an issue where saving the Microsoft Teams integration configuration could unintentionally modify SSL settings, potentially affecting other integrations.

#48894

Minor

Fixed an issue where predefined fields using latin1 charset encoding with Spanish characters would fail to serialize correctly, preventing the workflow canvas from loading and blocking field creation.

#48871

Minor

Fixed an issue where deleting all tasks in a workflow planning stage and then proceeding would leave the workflow in an inconsistent state, preventing it from advancing to the next stage.

#48831

Minor

Fixed an issue where creating requests through the /incident API endpoint would fail when a date and time custom field was included in the payload.

#48801

Minor

Fixed an issue where SLA resolution time could display negative values in OLAP dashboards for requests where a proposed solution was rejected after the resolution SLA had been paused.

#48667

Minor

Fixed an issue where a field's conditions label would continue to appear even after all conditions had been removed following a version migration, incorrectly indicating that visibility rules were still active.

#48660