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Highlights

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Change management

Serval now supports change management: a dedicated ticket type for tracking, auditing, and governing changes to your internal systems, configurations, and/or physical assets. Change tickets follow a structured lifecycle from submission through implementation, with configurable approvals, automations, and transition conditions at every stage. Three ITIL-aligned change models are available out of the box: Normal, Standard, and Emergency. You can also build a custom model by describing your change process in natural language and letting Catalyst (beta) configure it, or by setting it up manually in Team Settings. Each change model supports its own custom fields, per-status automations, and transition rules, including auto-advancement when conditions are met. Change tickets also track which assets and configuration items are affected, giving your team a clear picture of impact. For example, an IT team rolling out a new software deployment could open a Normal Change ticket, attach the affected servers as configuration items, route it through CAB approval, and have Serval automatically notify stakeholders and trigger a post-implementation review workflow once the change is marked complete. To learn more, refer to our documentation.

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Access-controlled ticket queues

Help desk teams can now organize tickets into named queues with configurable access controls. Tickets can be routed to queues automatically based on filter rules, added manually by an agent, or fall into a team-wide default queue. Only queue members can see the tickets inside, so sensitive tickets (HR issues, security reports, executive requests) are visible only to the right subset of agents. People directly involved in a ticket (the requester, assignee, subscribers, or anyone @-mentioned) always retain access regardless of queue membership. For example, a security team could create a “Security Incidents” queue restricted to their response team, ensuring sensitive reports are never visible to the broader help desk.

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Analytics

Dashboard mentions Dashboards can now be @-mentioned in tickets and conversations, making it easy to reference the right dashboard directly in context.

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Integrations

Slack group sync Slack groups are now synced as entities in Serval and can be tagged directly on tickets. Reference a Slack group anywhere you would tag a user or team to route, notify, or track work against a group of people.