Highlights
Redesigned approval flow builder
Approval procedures are now built as a sequence of steps, and each step asks one or more approvers at the same time: a specific user, a group with a quorum (for example, “4 of 8 must approve”), the requester’s manager, or a resource owner. Each step decides whether every approver must say yes or any single approval is enough, and every approver carries its own controls for whether they’re notified and whether the requester is allowed to approve their own request. The same builder now powers both workflow approvals and access policy approvals. Approvers can also act without leaving their inbox: a request now carries its full content, including the title, the reason, and any linked records, into Slack, Microsoft Teams, and email.Redesigned Slack app home tab
The Serval app’s home tab in Slack has been rebuilt around what you need to do next. It leads with quick actions to file a new request or request access, both of which now open directly in Slack instead of sending you to the web app. Your work is reported as counts, one row per bucket (pending approvals, tickets you created, tickets assigned to you), each with a drill-down that opens a filterable, paginated modal. Your single most urgent item is promoted to full detail so you can act on it in place. For example, open the Home tab, see “3 approvals waiting,” and approve the oldest one without leaving Slack. See Interacting with Serval in Slack.Custom priority names
You can now rename each of your team’s priority levels to match the language your team already uses, straight from Settings. The underlying severity levels stay the same, so nothing about your existing tickets, SLAs, or routing changes. “No Priority” is also now something the help desk agent can choose on its own when a ticket genuinely doesn’t need a priority, and you can opt out of that per team. For example, relabel your priority levels to match your team’s naming and let the agent leave a low-touch question with no priority at all. See Priorities.Scoped API keys
When you create a public API key, you can now give it a name, restrict it to a chosen set of permission scopes instead of full access, and set it to expire. A read-only key is a single choice, or you can pick exactly which scope bundles a key may use.Ticketing
Group the ticket list by type You can now group the ticket list by ticket type, alongside the existing grouping options. Move tickets to another team in bulk Select several tickets in the list and move them all to another team in one action. Saved views for an assignment group A saved ticket view can now be owned by an assignment group, so everyone in that group shares the same views. Run a workflow when a ticket enters a status Ticket types that use native status transitions can now run a status entry workflow when a ticket moves into a status. See why the agent changed a priority When the help desk agent changes a ticket’s priority, it now records and shows the reason for the change.Help desk agent
New auto-response variables for email Custom auto-response emails support two new variables,{{Ticket-ID}} for the bare ticket ID and {{Ticket-Link}} for a link to the ticket, and now reject unknown variables instead of sending them literally.
Custom intake email host
You can now configure a custom host for your intake email address, so tickets arrive on your own branded MX records.
Catalyst
Mention knowledge in Catalyst You can now @-mention a knowledge base item in the Catalyst composer. Catalyst resolves the item for the agent, and native items open in the app.Databases
Grant database actions to custom roles Database actions can now be granted to custom roles, so you can give a role exactly the database access it needs.Knowledge
Compare two versions of a knowledge base page You can now compare any two versions of a native knowledge base page side by side to see what changed.Campaigns
Mention people in Microsoft Teams campaigns Campaign messages sent over Microsoft Teams can now @-mention specific people, just like Slack campaigns. See when each recipient first replied A campaign now shows when each recipient first replied, so you can track engagement over time.Journeys
Resubmit a completed journey task A journey task can now be marked to allow resubmission, letting an employee complete it again after it’s already done.Integrations
New native integrations Serval adds native integrations for Recorded Future, Kronos Workforce Central, Qualys, Splunk Observability Cloud, CyberArk Privilege Cloud, CyberArk PAM (Self-Hosted), Nozomi Networks, and Sana. Sync tickets from Jira Data Center Serval can now sync tickets from Jira Data Center and Jira Service Management on Data Center. See Jira Data Center. Ingest from more than one Jira project A Jira ticket source can now ingest issues from several Jira projects at once, instead of being limited to a single project. Because Jira workflow and priority schemes are defined per project, Serval stores your status and priority mappings separately for each project you connect, so every project keeps its own field mapping. Remove a delegated OIDC provider Admins can now delete a delegated OIDC provider from a custom integration’s API settings.Platform
Team-scoped notification overrides Team members can now create their own notification overrides scoped to a team, instead of only org-wide overrides. Filter audit logs by integration The audit log can now be filtered by the integration a change relates to.For developers
Public API additions The public API gains several new capabilities: full CRUD for forms, cross-ticket message search, SLA instance data and analytics, an endpoint to trigger an agent run and poll its session status, archive and unarchive for entities, resolving users by email in batch (withGetUser no longer failing for deactivated employees), and creating a team’s labels.