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Highlights

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Create dynamically-rendered forms

Forms are now a first-class resource within Serval and can be found under Service Management in the sidebar navigation. Like workflows, forms are TypeScript code underneath, can be built by Catalyst, and version upon publish. You can build a form by simply describing the inputs and format to Catalyst, or tell Catalyst to build a form against an existing workflow. Form fields can appear, become required, or change their options based on earlier answers, and a form can run a workflow while it’s still open to look up live data. Forms can also support field types like file uploads, database records, and Serval users. The same form renders in the catalog, inside a ticket, and as a Slack modal, so employees fill it out wherever they already are. For example, a hardware request form can check live inventory as the employee picks a laptop, or show shipping fields only when they choose to ship it home. Learn more in Forms.

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More control over email intake

A team can now have several email intake addresses, each with its own auto-response behavior, and you can filter ticket views and write routing rules by the address a request came in on. Replies also support a configurable footer and rich-text and HTML authoring, so outbound email looks the way you want. See Email for setup.

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Visualize a journey as a dependency graph

Journeys can now be viewed as a dependency graph instead of a flat task list. The graph lays out tasks in the order they actually depend on each other, so you can see what’s blocking what at a glance. Users can toggle between the graph and the task list view on the journey overview page.

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Ticketing

Save ticket views to visibility groups A ticket view can now be saved to a visibility group, so a whole group shares the same saved view instead of each person rebuilding it. Show or hide journey tickets in a team’s list A team’s ticket list now has toggles to include or exclude journey tickets, so onboarding and offboarding work doesn’t crowd out day-to-day requests. Richer conditions for routing, visibility, and SLAs Assignment routing rules, ticket visibility, and SLA policies now support richer conditions. Any condition that matches a value can be inverted with is-not, and rules can match on a requester’s custom user fields as well as the ticket’s own. Cancel SLAs when a ticket leaves the queue Active SLAs are now canceled when a ticket is archived, trashed, or moved to another team, so timers stop counting against work that’s no longer in the queue.

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Knowledge

See when a sync didn’t cover the whole source A connected source now flags when a sync finished without reaching all of its content, so partial coverage is visible instead of silent. Know when a source has blocked locations Knowledge sources now surface when some locations were blocked during sync, so you can tell why certain content never made it in.

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Integrations

New and expanded connectors Serval adds the SAP LeanIX connector, adds per-user OAuth for SailPoint Identity Security Cloud, and expands the AWS connector with WorkSpaces and Resource Groups Tagging support. Custom headers on OAuth connections Custom connections that authenticate with OAuth client credentials can now send additional custom headers on every request.

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Workflows

Multi-stage approvals in workflows Workflow approvals now run in stages. A workflow can pause mid-run and collect sign-off from several approvers in sequence, where each stage must clear before the next begins, and steps within a single stage are gathered in parallel. See Workflow approvals. Rotate a webhook trigger’s secret without downtime You can now rotate the secret on a webhook trigger in place, with a grace window during which both the old and new secrets work, so live integrations keep firing while you roll the secret.

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Databases and users

Stop directory sync from creating new users When a connected identity or resource source syncs, it can create Serval users for accounts it discovers. Org admins can now turn that off per connection, so a sync updates and links the people you already manage without minting brand-new accounts for everyone it sees. See Connect an identity provider. Saved views for databases You can now save filtered views of a database and switch between them with view pills, so common cuts of your data are one click away. Manager as a built-in field across the Users database A user’s manager is now a first-class built-in field wherever the Users database appears, including filtering, columns, and export.

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For developers

EU tenant support in Serval CLI Serval CLI v0.5.7 adds EU tenant support, so you can sign in to and push and pull configuration in the EU region from the command line. See Signing in to another region.