This release introduces guidance diff view for reviewing AI suggestions, ticket transfers via @Serval, installable workflow browsing, a redesigned access catalog, and natural language workflow approvals.
See exactly what the AI wants to change before accepting guidance updates. The new Compare view uses color-coded diffs just like code reviews: red strikethrough for deletions, green highlighting for additions. Spot the differences instantly without switching between versions.
Transfer Tickets to Another Team by Tagging Serval
Move tickets between teams by mentioning @Serval directly in your message. Only members of the ticket’s current team can perform transfers, preventing unauthorized routing changes and ensuring proper ownership handoffs.
Discover and deploy pre-built automations with the dedicated workflow browser. The two-column interface organizes templates by service, separating installed apps from available ones. Search and multi-select to add multiple automations at once.
Browse All Requestable Apps and Roles from One View
Browse every requestable app from a single screen in the redesigned Access Catalog. Previously, you had to pick a team first and hunt through each one to find the right app. The updated navigation surfaces more details as you select roles and resources, including descriptions and approval methods, so you know what you’re requesting before you submit.
Describe your approval process in plain English as an alternative to using the dropdown selector. The AI agent resolves specific users via email, identifies groups through fuzzy matching, or sets up manager-based approval chains automatically. Configure approvals faster without having to click toggles.Also, tag users, app request roles, groups and approval workflows directly in workflows with the @ sign, so you can use pre-built configurations directly in workflows.
Monitor integration health with sync history logs in application settings. Track status of recent runs (successful, failed, or running) with breakdowns of items added, updated, or removed. Troubleshoot partial failures across your connected apps.
MosyleApple device management for businesses and schools. Manage users, devices, and group assignments across your Apple fleet.Snipe-ITIT asset tracking and inventory management. Track hardware lifecycle, manage check-ins and check-outs, and maintain audit trails for compliance.Cisco MerakiCloud-managed networking infrastructure. Monitor network devices, manage configurations, and automate provisioning across distributed locations.OomnitzaIT asset management and lifecycle platform. Track hardware, manage software licenses, and automate asset provisioning for onboarding and offboarding.BrexSpend management and corporate card platform. Build workflows for expenses, budgets, and card management with built-in healthchecks.
Retrieve Microsoft 365 User InformationPre-built workflow to retrieve user profiles from Azure Active Directory (Entra ID). Fetch job titles, departments, account statuses, manager info, group memberships, and licenses with one-click installation.Installable Workflows for JiraFour new workflows for common Jira tasks. Create issues, retrieve issue details, transition statuses, and list projects. Customize with approval steps or input requirements to match your team’s procedures.
Personalized and Org-Wide Ticket Assignment Notifications SettingsConfigure ticket assignment notifications at three levels: personal, team, or org-wide (admin only). Choose Slack or email delivery based on your preferences. Notifications include ticket title, requester details, and a direct link to your work.Pre-Select Current Team in Ticket ModalThe system pre-selects the team you’re viewing in the ticket creation dialog. Reduces manual steps and ensures contextual routing by default.
User Identity Context in Help Desk ResponsesThe help desk agent can now retrieve organizational details from connected identity providers. Department, job title, and manager information from apps like Okta and Google Workspace flow into conversations automatically, improving accuracy for role-based access requests without manual lookups.Markdown Tables in Text EditorUse standard pipe syntax to create and view structured tables within tickets, workflow descriptions, and guidance documents. Present technical specifications, feature comparisons, and task statuses in a clear, organized format.Custom Placeholders in Workflow DropdownsAdd custom placeholder text to dropdown fields in the Workflow Builder. Users see contextual hints like “Choose a department” instead of the generic “Select an option” when filling out workflow confirmation forms.Improved Magic Link LoginA dedicated confirmation button appears when accessing Serval via magic links. Clear error messages notify users when links expire and provide a path to request a new one.Improved Code Folding in Workflow Run DetailsCollapse and expand nested JSON structures in workflow run histories. Navigate input and output panels more easily. Resolved layout issues in Google Chrome.Enhanced Visibility for Deactivated UsersNames appear with a “(Deactivated)” suffix in ticket lists, asset tables, and workflow history. Avatars display a deactivation icon with a tooltip on hover for clear context when auditing former employees.Include Deactivated Users in Identity LookupsDeactivated accounts are included by default when searching by user ID. Historical data and audit logs provide complete context after employee offboarding. Filter out inactive accounts when needed.Search Recommended Access Role ImportsFilter suggested integrations with a search bar in “Recommended Import” in Applications. Search by name of integration to view potential access roles to import.Guidance Editor ImprovementsCharacter limits increased from 30,000 to 50,000 characters. A new “Compare” view highlights sentence-level differences with word-level precision where needed. Stale data handling prevents overwrites during concurrent edits. The help desk agent retrieves the most recent deployed version.
