Service Management Releases

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

Brand New 8.18.0 Stable 8.17.8 LTS 8.13.25

For older versions click here

Brand New 8.18.0

Jun 14, 2026

Features and Improvements

New

New Approval Indicators in My Work

Easily identify newly assigned approvals with visual indicators in the My Work tab.

#52230

New

ClickUp actions in workflows

Added ClickUp actions to workflows. You can now retrieve workspaces, spaces, folders, lists, and tasks from ClickUp directly within your workflows, including filtered tasks and task members.

#52149

New

HubSpot actions in workflows

Added HubSpot actions to workflows. You can now retrieve contacts, companies, deals, tickets, and owners from HubSpot directly within your workflows.

#52148

New

PandaDoc actions in workflows

Added PandaDoc actions to workflows. You can now retrieve documents, document status, templates, contacts, and document folders from PandaDoc directly within your workflows.

#52147

New

Greenhouse actions in workflows

Added Greenhouse actions to workflows. You can now retrieve candidates, applications, jobs, users, departments, and offers from Greenhouse directly within your workflows.

#52146

New

Asana actions in workflows

Added Asana actions to workflows. You can now retrieve tasks, projects, workspaces, sections, tags, and the current user from Asana directly within your workflows.

#52145

New

Save and reuse personalized Knowledge Base articles section configurations in Agent Portal

Users can now save their preferred Knowledge Base article list configuration, including filters, sorting options, and visible columns. Saved configurations are reused the next time the user enter to the Knowledge Base section at any time, making it easier to access and manage articles. This enhancement helps reduce repetitive setup and improves efficiency when working with Knowledge Base content.

#51872

New

New Knowledge Base article statuses: Draft, Published, and Archived.

Knowledge Base articles now support three statuses to manage content throughout its lifecycle. Draft and Archived articles are not visible in the Self-Service Portal, not returned in searches, not accessible via public URL, and not used by any AI feature.The article status is displayed as a column in the KB article list and can be filtered. Existing articles are automatically set to Published. No action required.

#51713

New

New UNIQUE function for Step Formula

Added a new UNIQUE function to Step Formula. It removes duplicate values from a list, returning only unique values in their original order — useful when working with data from integrations or multi-value fields that often contain duplicates.

#51656

New

Export Automated Action Configurations

Export Automated Action configurations for easier backups, audits, and documentation.

#51156

New

Dell asset and warranty actions in workflows

Added Dell actions to workflows. You can now retrieve a Dell asset's information (model, family, and ship date), its warranty and entitlements, and its physical components using its Service Tag — including a combined action that returns warranty and components in a single query.

#50106

New

ADP actions in workflows

Added ADP actions to workflows. You can now look up employees and their demographic data, retrieve an employee's details or demographic data by Associate OID, and list your organization's departments directly from ADP.

#48149

New

Workday actions in workflows

Added Workday actions to workflows. You can now look up your organization's registered employees and retrieve the details of a specific employee directly from Workday.

#47274

New

View the Virtual Agent conversation that originated a request

When a request is created through the Service Virtual Agent via integrated chat, it now shows that it originated from that conversation and includes a "View conversation" option. Agents can open the full chat history behind the request in a single click, getting the complete context of the customer's exchange with the Virtual Agent without leaving the request view.

#46145

New

Inline testing for Web Services and workflow actions

You can now test and validate Web Services, Building Blocks, and actions in workflows directly from the workflow editor, without creating a request. This removes the need to trigger a real request just to validate an integration, speeding up the build-and-debug cycle for workflows.

#29132

New

Total time logged now visible within a request

Requests now display the total amount of time logged via Time Tracking directly in the request view. This makes it easy to see accumulated work hours at a glance — useful for billing, reporting to providers, or monitoring ongoing effort — without having to run a report.

#22071

New

Report Sharing

Share reports directly from Service Management, making it easier to provide access to the right users without manual work.

#3527

Bug Fixes

Minor

Fixed an issue where date and date/time custom fields showed a limited range of years in the year selector. The available range has been expanded to -100/+100 years from the current date.

#52557

Minor

Fixed an issue where creating an event in Outlook Calendar from a workflow could fail due to the default time zone format. The default time zone is now set in a format Microsoft Graph accepts.

#52365

Minor

Fixed an issue where certain filter combinations in request views could return incorrect results.

#52330

Minor

Fixed an issue where, in some cases, a workflow's history showed an agent being assigned to a request, but the request itself remained unassigned.

#52329

Minor

Fixed an issue where creating a request from a workflow could fail if an error occurred while evaluating an associated SLA. The request is now created even if the SLA evaluation fails.

#52287

Minor

Collaborators are now correctly included in Data Exports for closed workflow requests.

#52272

Minor

Fixed an issue that could prevent request reports from being generated when using the Closing Date metric on SQL Server.

#52262

Minor

Fixed an issue where certain workflow views could fail to load due to an internal error related to how some system-generated field identifiers were processed.

#52261

Minor

Fixed an issue where list, tree, date, and date/time fields marked as read-only could still be edited when previewing a workflow form.

#52252

Minor

Fixed an issue where an empty list field sent as a Web Service variable returned inconsistent values depending on how its options were configured. Empty list fields are now sent consistently.

#52180

Minor

Fixed an issue that could prevent collaboration requests from loading in My Work.

#52103

Minor

Fixed an issue where clicking "Go Back" in the quick request selector without selecting a request displayed an error page instead of returning to the new request screen.

#52048

Minor

Fixed a bug where some variables were not replaced correctly in outgoing emails.

#52032

Minor

Help desks are now displayed in the correct order when reassigning requests.

#51762

Minor

Fixed an issue that could prevent Data Exports from being generated in certain scenarios.

#51399

Minor

Fixed an issue where long field names were truncated in workflow forms when they exceeded the available space.

#50409

Minor

Unassigned requests now remain visible in the My Work "Unassigned" section after an approval is requested.

#50310

Minor

Predefined report exports now handle large request ranges consistently, switching between direct download and email delivery based on volume.

#46861

Minor

Fixed an issue that could prevent the Intervals report from displaying data.

#30590