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Highlights

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Connect an MCP server

You can now connect a remote MCP server and import its tools as workflows in Serval. Serval discovers the server’s tools and adds them to Workflows, marked Imported, where the Help Desk Agent can use them within your permissions. See Connect an MCP server.

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Grant granular database permissions

Database access is no longer all-or-nothing between read and write. You can now grant Read, Create, Update, Delete, and Manage independently, so a role can add records without being able to delete them, or edit without being able to remove rows. Every grant still includes Read, and Manage also allows editing the database’s own access rules. For example, give a help desk team Read and Update on the hardware database so they can correct asset details, while only asset managers keep Delete. See Database administration.

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Reference groups from database and ticket fields

Databases and ticket custom fields now support a Group Reference field, alongside the existing user reference. A Group Reference field points at an organization group, so records and tickets can carry the owning or responsible group as structured data you can filter and route on. For example, add a “Responsible team” group field to your applications database so each app record names the group that owns it.

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Teams are now workspaces

Teams have been renamed to Workspaces. This is a wording change only and does not affect any functionality. Your existing workspaces, memberships, permissions, and workflows continue to work as before. See Workspaces and Workspace settings.

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Workflows and forms

New workflows can adopt your workspace’s default access profile A workspace can set a default access profile that every new workflow inherits, so freshly created workflows start with the right audience instead of being configured one by one. See Access profiles. Pick a form’s icon or header image You can now give a form its own icon or a hosted header image, so a form page looks distinct and on brand. See Create a form.

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Tickets

Escalate a ticket to an assignment group Escalation workflows can now hand a ticket to an assignment group, not just a single person. Choose either a person or an assignment group as the destination, and the group’s triage or round-robin routing takes over from there. See Assignment groups. Copy outgoing ticket replies to a shared inbox Email channels can now keep a copy of every outgoing reply in a shared mailbox. Turn on Copy replies to shared inbox for an email channel that has a custom From address, and Serval sends a copy of public replies and confirmation emails to that address. The copy is one way: messages sent from that mailbox are not synced back into Serval. See Email. Tell requesters when the agent hits a technical issue You can now have the Help Desk Agent send a short notice when a technical problem stops it from completing a request. Turn it on in your workspace’s Help Desk Agent Behavior settings. Leave the message blank to use the built-in wording, or write your own, including a link to a status page. The notice is off by default. See Help Desk Agent Behavior. Control ticket visibility settings with custom roles Custom roles can now include permission over ticket visibility settings, so you can let specific roles manage who sees which tickets without granting broader administrative access. Scope quick actions to ticket types A ticket quick action can now be limited to the ticket types it applies to, so agents only see the actions that make sense for the ticket in front of them. Custom fields honor their display options on tickets Custom fields now respect the display options you set for them when they appear on a ticket, so a field shows the way you configured it rather than a default rendering.

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Databases

Filter database records by a ticket When you browse a database, you can now filter records by a referenced ticket, making it quick to find every record tied to a given ticket.

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Knowledge

Discover new Confluence pages from the picker When you choose Confluence paths to sync, Serval can now discover newly added pages in a space directly from the picker, so recently created content is available to select without a full reconfiguration. See Connected sources.

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Integrations

New native integrations Serval adds native connectors for Flexera One, NodeZero, F5 BIG-IP, and Devin, plus Adaxes in beta. Oracle Enterprise Manager adds an inventory-only sync for EM 13.5. Custom headers with User OAuth Custom API integrations that authenticate with User OAuth can now send custom headers, so connections to services that expect extra headers work without a separate setup. Optional approvals scope for Ramp Ramp connections can now request an optional write scope for Ramp requests, so workflows that act on Ramp requests can be authorized when you connect. See Ramp.