Service Management Releases

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

Brand New 8.10.0 Stable 8.9.5 LTS 8.0.48

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