Service Desk Releases

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

LTS 7.64.30
Jun 7, 2024
Bug Fixes
Major
Fixed a bug that prevented some requests from being shown successfully through the OLAP API.
#32618
Minor
We've fixed a bug where the MyWork/Unassigned indicator in the mobile app sidebar did not reflect the number of requests in the "Unassigned" view correctly.
#32133
Minor
Fixed a bug that prevented styled text from being shown correctly by the Virtual Agent in Microsoft Teams.
#30578
Minor
Fixed the behavior of pinned categories in the Virtual Agent, so that users can understand how to choose any category allowed for their request.
#30412
Minor
Fixed a bug in Virtual Agent, it will now send the correct notification to customers when their request is reassigned.
#30279
Minor
Fixed a bug where text from requests sent through the Virtual Agent wasn't respecting proper spacing.
#30254
LTS 7.64.29
Jun 3, 2024
Bug Fixes
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
LTS 7.64.28
May 22, 2024
Bug Fixes
Major
We've resolved an issue where the overlay would load for an extended period when attempting to create a new category.
#33340
LTS 7.64.27
May 22, 2024
Bug Fixes
Minor
Fixes an issue preventing user OLAP dimension updates in very specific scenarios, which led to inaccuracies in reflecting short-term user changes.
#32868
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
LTS 7.64.26
May 8, 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
LTS 7.64.25
Apr 26, 2024
Bug Fixes
Minor
Fixed a bug affecting webservice configurations.
#32811
LTS 7.64.24
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
LTS 7.64.22
Mar 26, 2024
Bug Fixes
Minor
Fix for a bug that affected incoming emails with double header in certain instances.
#32170
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 resolved a bug where configured types in the import catalog template were not preserved during the import process.
#31034
Minor
Fixed an issue where relating Configuration Items to CI Custom Fields was not possible during the configuration of Scheduled Requests.
#29155
LTS 7.64.20
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
LTS 7.64.19
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
LTS 7.64.18
Mar 14, 2024
Bug Fixes
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
We've resolved a bug where responding to and resolving a major incident request did not propagate attachments to related request responses.
#23156
LTS 7.64.17
Mar 14, 2024
Bug Fixes
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 accessing a dashboard with a chart configured using a deleted custom field as a dimension resulted in subsequent charts not loading.
#27033
LTS 7.64.16
Feb 14, 2024
Features and Improvements
New
AI Hub Setup
Unifying existing AI configuration for preparation to AI Hub launch
#31544
LTS 7.64.15
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 the request list failed to load when interacting with a report's summary on on-premises instances, specifically with SQL Server as the database.
#30946
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
Fixes an issue that, when exporting reports, would erroneously include time information for date-only custom fields.
#27240
LTS 7.64.14
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
LTS 7.64.12
Jan 26, 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 where SLA metrics, which were displaying as 0 in reports, were exported as blanks.
#22108