Service Management Releases

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

Brand New 8.26.1 Stable 8.25.6 LTS 8.13.39

For older versions click here

Brand New 8.26.1

Nov 2, 2026

Bug Fixes

Minor

Applied a minor fix to assure system performance.

#58094

Brand New 8.26.0

Oct 30, 2026

Features and Improvements

New

High contrast for light, dark and browser appearance

You can now turn on high contrast from your display preferences and combine it with the light, dark or browser appearance, in both the agent portal and the self-service portal. Text, borders and interactive elements become easier to tell apart, and your choice applies right away, with no page reload.

#57031

New

New language variant for Portuguese

We've added a new language differentiation between Portuguese (Portugal) and Portuguese (Brazil)

#56729

New

Duplicate Dashboard Widgets

Copy an existing widget and tweak it, instead of rebuilding it from scratch.

#56104

New

Interval Report in Data Exports

Analyze the full lifecycle of your requests. The Interval Report now covers more request states and can be consumed through Data Export, making it easier to spot bottlenecks and waiting times.

#54599

New

New Sorting Options for Views and My Work

Sort by Date and Date & time custom fields and workflow fields.

#54101

New

Default users in user fields

You can now set one or more default users in user-type fields, in both Workflows and custom fields. Request customers can still replace them when needed.

#50800

New

Google Docs Knowledge Base integration

You can now sync documents from Google Docs into your Knowledge Base by selecting specific folder. Imported articles are read-only and stay automatically up to date, keeping Google as the source of truth.

#50420

New

SLA risk zone alerts

Agents now get an alert when a request enters the risk zone of its resolution SLA: the point where, based on your instance's history of similar requests, most of the ones still open end up breaching. The alert is sent once, through every notification channel, and goes to the help desk coordinators when no agent is assigned or the agent is away. It's on by default, and administrators can turn it off in Settings > SLAs > Options.

#50148

New

New Global Search for On-Premise Instances

On-Premise instances now get an improved request search experience in Global Search and requests search.

#48445

New

When setting up the WhatsApp integration for the Virtual Agent, the system now checks that the WhatsApp Business Account has a valid payment method configured, helping ensure messages are delivered as expected.

#44801

New

Role control for cancelling approvals

You can now define which roles are allowed to cancel approvals. This prevents agents without the right permissions from bypassing required approvals.

#24440

Bug Fixes

Minor

Fixed an issue where creating requests through the API using OAuth 2.0 authentication failed.

#57664

Minor

Fixed an issue where a file attached to the solution when using "Create and solve" was added to the request description instead, so the solution notification email was sent without it.

#57240

Minor

Fixed an issue where changes to an approval template were not applied to categories that use it as their Product Catalog approval, so new requests kept triggering the previous version of the template and its actions.

#57133

Minor

Fixed an inconsistent SLA status value in request Data Exports.

#57123

Major

Fixed an issue where help desk levels could appear outside working hours the day after a holiday.

#57008

Minor

Improved the reliability of scheduled reports.

#56975

Minor

Fixed an issue where Knowledge Base articles in Draft or Archived status did not appear in search results when searching by name.

#56891

Minor

Fixed an issue where field visibility rules were not applied in the Start form preview of a Workflow when the shared list field had custom keys.

#56858

Minor

Fixed an issue where searching for a help desk when assigning a request showed some results under the wrong parent help desk.

#56819

Major

Improved loading time of the Data Exports create and edit screens on instances with many active workflows.

#56577

Minor

Fixed the alignment of SLA percentages in predefined reports.

#56410

Minor

Fixed an issue where importing requests from a CSV file could stop after the first batch, leaving the progress bar frozen without showing any error.

#56320

Minor

Fixed an issue that prevented using filters in request views while in full screen mode.

#56313

Minor

Fixed an issue where field visibility rules were ignored when configuring request creation from a subflow or Service Management Action in a Workflow.

#55498

Minor

Fixed inconsistent month ordering in dashboard charts depending on the selected date dimension.

#54442

Minor

Fixed an issue where, in processes with an email stage, the "Waiting for automatic activity" status change was always shown as the latest entry in the request history, even after the request had moved on to the next stage.

#54235

Minor

Improved the positioning of the Virtual Agent button in the mobile app on Android devices using 3-button navigation.

#53268

Minor

Fixed an error that could prevent request views from loading when filtering by customer’s company.

#53113

Minor

Improved security and validation in the OAuth authentication flow.

#52851

Minor

Fixed an issue where an error was displayed when solving a request from the Self-Service Portal if a custom field visible only to agents was required to solve it.

#52327

Minor

Fixed an issue where announcements were included when printing a request.

#47958

Minor

Fixed long texts being cut off in dashboard charts.

#45360

Minor

Fixed the display of category descriptions in right-to-left languages in Views.

#36442

Minor

My Work now shows all your task cards instead of stopping at 50.

#26713