Service Management Releases

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

Brand New 8.9.3 Stable 8.8.4 LTS 8.0.46

Brand New 8.9.3

Mar 13, 2026

Bug Fixes

Minor

Resolved an issue causing repeated email notifications every 10 minutes for unassigned tasks under Manager's Decision assignment engine.

#49447

Brand New 8.9.2

Mar 13, 2026

Bug Fixes

Minor

Bug-fixing and general improvements.

#49431

Brand New 8.9.1

Mar 11, 2026

Bug Fixes

Minor

Bug-fixing and general improvements.

#49383

Brand New 8.9.0

Mar 11, 2026

Features and Improvements

New

OCR Support in In-App Chat

Users can now upload images in the in-app chat and have their text automatically extracted, making it easy to share content from screenshots or documents without manual typing.

#48765

New

Speech-to-Text Support in In-App Chat

Users can now dictate messages using their voice directly in the in-app chat, making it faster and more accessible to interact without typing.

#48764

New

Improved Field Selection for Large Option Lists in Teams

Teams now supports custom fields with a large amount of options, providing a helper for the user to find the desired value

#48610

New

MS Teams mandatory fields identification

Mandatory fields in the Microsoft Teams request form are now marked with an asterisk (*) for quick identification.

#48549

New

Support for YYYY-MM-DD date format

Added support for the YYYY-MM-DD date format in Built-in Action Connectors, Web Services, and Building Blocks.

#48120

New

Support for JSON Patch in web services

Web services now support the JSON Patch content type, enabling more flexible and efficient updates through API integrations.

#47796

New

Automatic user identity resolution in workflows

Added support for resolving incoming values to user-type variables in workflows using Email, Username, or ID properties, enabling dynamic approvals without additional Web Service steps.

#46276

New

File attachments support when creating tickets from Microsoft Teams

Users can now attach files when submitting requests through the Microsoft Teams Virtual Service Agent

#43986

New

Knowledge Base Management Improvements

The Knowledge Base section has been enhanced with new capabilities to simplify knowledge management, including an improved article list, filters, sorting options, and customizable views. These improvements are available only for agent users.

#39445

New

Improved priority, category, and Major Incident suggestions

Priority, category, and Major Incident relation suggestions have been improved by leveraging InvGate AI Service to provide more accurate and consistent recommendations based on request content.

#39413

Bug Fixes

Minor

Improved report loading behavior to prevent blank overlays during heavy loads.

#49080

Minor

Fixed an issue where the request carousel in Microsoft Teams would fail with a payload size error when request descriptions were too long.

#49055

Major

Access denied events are now correctly logged when an agent moves from the Self-Service Portal to the Agent Portal without a concurrent license enabled.

#48836

Major

Data Export now includes the full content of Custom Fields in exported data.

#48719

Minor

Resolved an issue where reordering fields from the “Fields to show” list in workflow approvals did not update their actual display order. Fields can now be reordered directly from this list as expected.

#48658

Minor

Fixed a bug where the ampersand character (&) appeared incorrectly in workflow preview mode. Special characters now display properly in the editor preview.

#48631

Minor

Resolved an issue where visibility rules in the Start stage did not update correctly in preview mode. Fields now appear and disappear as expected during preview.

#48596

Minor

Fixed an issue where requests could appear duplicated in certain views.

#48504

Minor

Improved request search performance for requests containing large amounts of information.

#48107

Minor

Fixed an issue where SLAs and OLAs could not be exported when a Custom Field or Last response visibility was configured as a condition.

#47739

Major

Approvals triggered from email notifications now process correctly without requiring users to log in.

#47461

Minor

Improved automation filtering behavior when using the user position condition.

#46206

Minor

Fixed a bug that prevented access to the portal after provisioning users through LDAP when the number of licenses was exceeded.

#45820

Minor

Fixed a bug where exporting large workflow diagrams could cause the browser to freeze or fail. Diagrams now export reliably, even for complex workflows.

#45542

Minor

The GET /data.export endpoint now works correctly with OAuth 2.0 authentication.

#45314