Service Management Releases

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

Brand New 8.21.1 Stable 8.20.5 LTS 8.13.31

For older versions click here

Brand New 8.21.1

Aug 25, 2026

Bug Fixes

Minor

Applied a minor fix to assure system performance.

#54453

Brand New 8.21.0

Aug 21, 2026

Features and Improvements

New

Export execution history for Web Service and Built-in Action Connectors workflow stages

You can now export the execution history logged in the Test section of Web Service and Built-in Action connectors in workflows as a .txt audit log, including date and time, method, URL, response status, duration, and trigger for each run. This makes it easy to audit exactly what was sent and when.

#53688

New

Restore a previous workflow version

You can now restore a previously deployed version of a workflow as its new active draft directly from the version history panel, without needing to export and re-import it. This gives teams a fast way to roll back after an unwanted change.

#53116

New

Add a comment when merging requests

Agents can now add a comment while merging requests, directly from the merge dialog. This makes it possible to explain the reason for the merge — or leave context for the requester and for other agents — without having to reopen the resulting request to add a note afterwards. The merge experience was also refreshed to make the action and its outcome clearer before confirming.

#52978

New

Approval notifications now show workflow custom fields on Teams, Slack, and WhatsApp

Approval notifications sent through Teams, Slack, and WhatsApp now include the additional fields configured in the Workflows approval step

#52590

New

Search Knowledge Base articles by ID

You can now find Knowledge Base articles by entering their article ID in Global Search.

#52533

New

User fields as sources for Dynamic Subflows

You can now use user-type fields (such as the requester or other user fields) as the iteration source when configuring Dynamic Subflows. This lets a workflow automatically generate one subflow per user drawn from those fields, extending the flexibility introduced with Dynamic Subflows.

#48576

New

Featured categories now follow the catalog order

Featured categories in the Self-Service Portal are now displayed in the same order in which they are listed in the category catalog, instead of being sorted alphabetically. This means administrators control the order of the featured block directly from the catalog structure they already maintain, with no separate configuration: reordering a category in the catalog also reorders it in the portal. Organizations can use this to surface their most requested or highest-priority services first.

#27424

Bug Fixes

Minor

Fixed an issue where select lists could appear empty due to a data issue.

#53923

Minor

Fixed misaligned columns in data exports when opened in Excel.

#53695

Minor

The column selector in My Work no longer fails to open when a saved view includes a disabled shared custom field.

#53643

Minor

Fixed an issue where the warning message shown when deleting an LDAP integration displayed the active user count from a different integration.

#53543

Minor

Fixed an issue where dynamic lists referenced in later workflow stages displayed as a fixed selectable list instead of the original add/edit/remove component, preventing users from adding or removing values after the first stage.

#53301

Minor

Resolved an issue where document generation timed out even though the document was created successfully.

#53214

Minor

Fixed an issue where discarding changes in a workflow updated its last-edited date without creating a corresponding entry in the Events log, causing an inconsistency between the displayed edit date and the audit trail.

#53212

Minor

Fixed an issue where required variables in the "Assign temporary password in Entra ID" workflow stage could not be mapped from a previous stage, preventing the workflow from being deployed.

#52967

Minor

Fixed an issue where a "Create request" step failed with an unexpected error when a related Tree-type custom field held an inconsistent value, preventing the new request from being created.

#52736

Minor

Improved LDAP synchronization reliability when restoring users in large environments.

#52613

Minor

Corrected a mismatch between the "Resolution SLA" metric in Reports and the request's SLA panel.

#52538

Minor

Fixed dashboard charts overcounting requests with multiple collaborators in SUM metrics.

#52306

Minor

Improved the handling of MIME-encoded incoming email subjects.

#51677

Major

Fixed an issue where the WhatsApp configuration could not be saved.

#50960

Minor

Improved the performance of reports using the "Rating" metric on large volumes of data.

#50700

Minor

Fixed an issue where the new search component did not support multiple asset sources.

#49453