Highlights
Share workflows across teams
A team that owns a published workflow can now share it with other teams in your org. The borrowing teams can run it manually or through its own Help Desk Agent, while every step still executes inside the owning team’s environment, against the owner’s integrations and credentials. The borrowing team gets a result, but not the credentials. For example, your HR team can run an IT-owned workflow that verifies an employee’s identity through Okta before a privileged action, without HR ever touching the Okta connection.Assign tickets to groups
Tickets can now be assigned to groups and you also can set up assignment rules that target groups. Once a ticket is routed to a group, Serval can automatically assign it to a group member (round robin style) or leave it for human triage. With assignment groups, teams can balance workloads and manage reports and SLAs at the group level. For example, send VPN tickets to your Network group and let Serval spread the work across group members.Manager override for approvals
Team managers can now override approvals for access requests and workflow runs from a ticket. When an approver is unavailable and a request is urgent, a manager can step in and keep things moving instead of letting the ticket sit.Help desk agent
Collect feedback on the web portal Serval now asks for feedback on tickets submitted through the web portal, just as it does on Slack and Teams, so you get a consistent picture of user satisfaction across every channel.Integrations
Restrict SharePoint site visibility If your organization limits the Microsoft Graph integration to specific SharePoint sites with theSite.Selected scope, you can now provide the list of allowed sites directly in Serval. Serval reads just those sites, so teams only see the SharePoint content they are meant to see.