Service Management Releases

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

Brand New 8.14.0 Stable 8.13.8 LTS 8.0.56

Brand New 8.14.0

May 18, 2026

Features and Improvements

New

Virtual Service Agent Report: Quick Action to Create KB Articles from Knowledge Gaps

Administrators can now act directly on knowledge gaps from the Virtual Service Agent Report. Topics flagged as having no knowledge coverage include a shortcut to create a new KB article, with the topic name pre-filled as the article title. This reduces the steps between identifying a gap and publishing content to address it.

#50122

New

PDF attachment indexing in Knowledge Base articles

Knowledge Base articles with PDF attachments now include the content of those files in the AI indexing process. When KB indexing is enabled, the system automatically extracts the text from attached PDFs and makes it available to AI-powered features such as the Virtual Service Agent and solution recommendations. This expands the knowledge surface used for request deflection without requiring organizations to restructure their existing documentation.

#45948

Bug Fixes

Minor

Fixed an issue where creating a subprocess from a workflow with dynamic field visibility rules would fail when one of the parent form fields was hidden by a visibility rule. Subprocess creation now correctly handles hidden fields and completes without errors.

#50566

Critical

Fixed an issue where Configuration Items linked through Custom Fields did not update their associations correctly after changes.

#50552

Minor

Fixed an issue where asset details could not be displayed correctly when the asset name contained a slash.

#50549

Minor

Fixed an issue where a workflow task step configured to copy tasks from a previous step ended up with no tasks when the source step was never executed (for example, due to a conditional branch), leaving the workflow stuck with no way to advance.

#50440

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.

#50127

Minor

Fixed an issue on Microsoft SQL Server where the "Cancel" expiration action configured on approval steps was not stored correctly in the database. Approval expiration settings now persist as configured across all supported databases.

#49863

Minor

Fixed an issue where clicking "Assign to me" on a request at a Pause stage would change the request to waiting-for-agent and prevent the workflow from advancing to the next step. The "Assign to me" action is no longer available on Pause stages.

#49675

Minor

Fixed an issue where the details tooltip for List or Tree custom fields would load indefinitely when the field name contained two or more slashes. Field details now display correctly regardless of the field name.

#49639