Service Management Releases

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

Brand New 8.10.8 Stable 8.16.11 LTS 8.13.24

For older versions click here

Brand New 8.10.8

Apr 14, 2026

Bug Fixes

Minor

Fix for a minor translation issue

#50086

Brand New 8.10.7

Apr 9, 2026

Bug Fixes

Minor

Bug-fixing and general improvements.

#50071

Brand New 8.10.6

Apr 8, 2026

Bug Fixes

Minor

Fix for a bug where incoming emails using the EWS type were not saved correctly.

#50014

Brand New 8.10.5

Apr 7, 2026

Bug Fixes

Critical

Bug-fixing and general improvements.

#50004

Brand New 8.10.4

Apr 7, 2026

Features and Improvements

New

Knowledge Base section Improvements for End Users

The Knowledge Base section in the Self-Service Portal has been enhanced with new browsing and filtering capabilities, making it easier for end users to find and access articles.

#48679

New

Content AI status for Knowledge Base articles and snippets

From now on you can see the content AI status in your Knowledge Base articles and snippets to know if the latest changes are now using by AI Hub or are still pending synchronization.

#47769

Bug Fixes

Minor

Fixed an issue where users were repeatedly removed from their groups due to an Entra bug, without any manual changes being made.

#49785

Minor

Fixed an issue where the "Required" and "Read-only" field options in the workflow definition configuration could appear simultaneously selected. The UI now correctly reflects that only one option can be active at a time.

#48848

Minor

Fixed an issue preventing users from accessing certain Knowledge Base articles on Safari.

#43992

Brand New 8.10.3

Mar 31, 2026

Bug Fixes

Minor

Fixed an issue where KB article content could be truncated when generating an article from a request with AI.

#49864

Brand New 8.10.2

Mar 26, 2026

Bug Fixes

Minor

Bug-fixing and general improvements.

#49757

Brand New 8.10.1

Mar 25, 2026

Bug Fixes

Minor

Fixed an issue where Tag lists in Custom Fields and Workflows were not displaying Smart Tags.

#49495

Brand New 8.10.0

Mar 20, 2026

Features and Improvements

New

VSA configuration now accessible from AI Hub

The VSA and its channel settings (Teams, WhatsApp, in-app Chat) are now also accessible from the AI Hub, making them easier to find without removing the existing entry in Integrations.

#49096

New

Tasks completion in MS Teams

Workflow tasks can now be received, viewed, and completed directly in Microsoft Teams, allowing users to complete workflows entirely from the chat.

#47888

New

More Okta actions in workflows

You can now edit Okta users and assign them to groups directly from a workflow. Deactivate user and reset password support is coming soon.

#47825

New

Custom labels for workflow steps

Workflow administrators can now define custom labels for steps to display clear, user-friendly messages during workflow execution. This configuration is available for built-in action connectors, building blocks, web services, forms, and approvals. Instead of showing generic technical names, users will see meaningful messages that help them understand what is happening at each stage — making workflows easier to follow, especially for non-technical users.

#47004

New

Knowledge Base articles data export

From now on you can export your Knowledge Base articles metadata data from the Product using data exports.

#31753

Bug Fixes

Minor

Fixed an issue where an invalid Lansweeper OAuth client secret could prevent the agent portal page from loading correctly.

#49422

Minor

Fixed an issue where SLAs and OLAs could not be exported when "Workflow Stage" was configured as a condition.

#49056

Major

Fixed an issue where leading zeros in Meta integration PINs were being dropped, causing authentication failures due to incorrect character count.

#49011

Minor

Fixed an issue where deleting a workflow stage that reused a field from another stage would also remove the alias of the original field. Field aliases are now correctly preserved when a related stage is deleted.

#48952

Minor

Fixed an issue where saving the Microsoft Teams integration configuration could unintentionally modify SSL settings, potentially affecting other integrations.

#48894

Minor

Fixed an issue where predefined fields using latin1 charset encoding with Spanish characters would fail to serialize correctly, preventing the workflow canvas from loading and blocking field creation.

#48871

Minor

Fixed an issue where deleting all tasks in a workflow planning stage and then proceeding would leave the workflow in an inconsistent state, preventing it from advancing to the next stage.

#48831

Minor

Fixed an issue where creating requests through the /incident API endpoint would fail when a date and time custom field was included in the payload.

#48801

Minor

Fixed an issue where SLA resolution time could display negative values in OLAP dashboards for requests where a proposed solution was rejected after the resolution SLA had been paused.

#48667

Minor

Fixed an issue where a field's conditions label would continue to appear even after all conditions had been removed following a version migration, incorrectly indicating that visibility rules were still active.

#48660