Highlights
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.Ticket visibility groups
Help desk teams can now organize tickets into visibility groups with configurable access controls. Tickets can be routed to visibility groups automatically based on filter rules, added manually by an agent, or fall into a team-wide default group. Only group 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 visibility group membership. For example, a security team could create a “Security Incidents” visibility group restricted to their response team, ensuring sensitive reports are never visible to the broader help desk.Integrations and Access Management pages
The new Integrations and Access Management pages are replacing the previous Applications page.- The Access Management page is a dedicated surface for managing access policies and profiles across your apps.
- The Integrations page is where you browse the catalog, connect new apps, and manage every connected integration.