Highlights
- Conditional Forms in Slack
- Team Visibility Controls
- Add External Users as Ticket Subscribers
- Assets Reference Input Type for Workflows
Conditional Forms in Slack
Slack forms now support conditional logic. Show or hide fields based on earlier answers, so users only see what’s relevant to their specific request.- Branch on any input: Show a different set of fields depending on what the user selected in a previous question.
- Reduce form noise: Users filling out a hardware request, onboarding form, or access request see only the fields that apply to them.
- Build in the workflow agent: Describe your branching logic in plain language and the agent configures the conditions.
Team Visibility Controls
You can now control which teams are visible in Slack, in the portal, and in Serval’s auto-routing logic. Mark any team as hidden to remove it from the Slack drop-down, the portal selector, and automatic ticket routing. This is useful for sandbox teams, teams still being configured, or internal working groups that shouldn’t be customer-facing. Hidden teams remain fully functional for members who access them directly.Add External Users as Ticket Subscribers
You can now CC external email addresses on any ticket by adding them as guest subscribers from the Subscribers menu. Guest users receive email updates on the ticket but have no other access to Serval. This is useful for looping in vendors, contractors, or external stakeholders on a specific request without creating full accounts or exposing your Serval workspace.Assets Reference Input Type for Workflows
Workflow forms now support a new “Assets Reference” input type. Link a field to Serval assets data and users get a live, searchable dropdown of real records at submission time. What you can do with it:- Use live data instead of static choices: Populate fields from real records like cost centers, locations, apps, or business units.
- Keep forms accurate over time: New records appear automatically, so you do not need to manually update option lists.
- Map ServiceNow reference fields automatically: During catalog ingestion, ServiceNow reference and list collector fields are mapped to assets references for you.
- Reduce input mistakes: Users select valid records instead of typing free text, which improves downstream workflow reliability.
Ticketing
Ticket List Customization You can now control row spacing in your ticket list and choose which fields display in each row. This makes it easier to scan queues at a glance. Due dates are also now visible directly in the ticket list, useful for teams tracking SLA windows without opening each ticket. Updated Ticket Header Behavior The ticket header layout has been updated with improved information density and more consistent behavior across ticket detail views. Catalog UI Polish Visual and interaction improvements across the catalog for a more consistent browsing experience across workflow and request catalog items.Guidance
Guidance Tickets Tab and Usage Metrics Guidance now includes a Tickets tab that shows which tickets each guidance item has been applied to and tracks usage over time. See exactly how your guidance is driving agent behavior and which items are most active.Help Desk Agent
Multi-Level Access in a Single Message The help desk agent now handles multi-level access resources in a single tool call instead of requiring a back-and-forth exchange. Users requesting access to tiered or nested resources get a faster, more direct response. Guidance Accuracy Fix Fixed a bug where the agent would pick the wrong guidance when multiple guidance items shared overlapping keywords. The agent now uses description-level scoping to resolve ambiguity, so the right guidance is applied consistently. No More Retry Loops The agent no longer gets stuck in a retry loop when the model returns both synchronous and asynchronous tool calls in the same message. This eliminates a class of long-running stalls on certain request types.Knowledge
Improved Retrieval Quality Knowledge base retrieval has been upgraded across three areas:- Better filtering: GPT-4o mini is now used for knowledge filtering, improving speed and precision.
- Document reranking: Retrieved results are reranked before being passed to the agent, surfacing the most relevant documents more consistently.
- Better chunking and storage: Underlying chunk boundaries and storage keys have been reworked to improve retrieval fidelity on longer or more structured documents.