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Highlights

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More flexible ticket views

In the Tickets page, you can add columns for your own custom fields and for SLA timers, search your custom fields directly from the filter menu, and filter a saved view by ticket title, so the list shows the right tickets with the right details side by side. See Filter and sort tickets.

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Bring your own OAuth for Google Workspace

You can now connect Google Workspace to Serval with an OAuth app registered in your own Google Cloud project. Once someone in your domain authorizes it, workflows and knowledge sync can use Docs, Sheets, Forms, Drive, and Calendar. Previously, these APIs required a service account with domain-wide delegation. The connection is limited to the scopes you grant and to what the authorizing account can already access. See Google Workspace.

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Customizable avatars for people and teams

Serval now gives every person and team a generated avatar when there’s no uploaded photo, and you can choose its color. Names and teams stay easy to tell apart across the app instead of falling back to a plain placeholder.

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Mirror your Slack user groups into Serval

When Slack is connected, Serval can now bring in your Slack user groups and mirror them as Serval groups, keeping their membership in sync. The groups your team already maintains in Slack become available inside Serval without rebuilding them by hand. For example, a Slack “@security-oncall” user group can appear as a Serval group and stay up to date as people join or leave it in Slack. See Slack.

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See who attached an item to a ticket, and why

Associated items on a ticket now record who attached them, and when Serval linked one, why. When several people work a ticket, it’s clear where each linked asset or record came from. For example, you can see that an agent linked a specific laptop to a hardware request, rather than guessing how it got there.

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See ServiceNow catalog item answers in the synced ticket

When a ticket comes in from a ServiceNow requested item, the answers the requester gave on the catalog item are now included in the initial ticket message. See ServiceNow.

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Tickets

Drill into ticket categories one level at a time The ticket category picker now opens one level at a time, so you can navigate a deep category tree without scrolling a single long list. Copy a ticket’s ID from its header A ticket’s header now has a control to copy its ID, so you can paste a precise reference into a chat or another tool. See the ticket type on Kanban board cards Cards on the Kanban board now show their ticket type, so you can tell requests, incidents, and other types apart at a glance.

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Catalyst

Link background agent runs from a chat Catalyst can now reference a background agent run from within a chat, so you can follow a long-running task from the conversation that started it. Review and dismiss pending suggestions Catalyst can now list the suggestions waiting on you, present them for approval, and let you dismiss the ones you don’t want. Copy a completed response Completed Catalyst responses now have a copy button, so you can reuse an answer somewhere else in one click.

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Databases

Rolling date filters for databases Database views can now filter on rolling date windows instead of fixed calendar dates. A filter like “in the last 7 days” keeps meaning the same thing every day, so a saved view stays current without anyone editing the dates. See Browse and query databases.

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Platform

See when each API key was last used The API keys list now shows each key’s last activity, so you can spot keys that haven’t been used recently. Set an organization session idle timeout An organization can now configure how long a session can stay idle before it ends, giving admins control over how quickly inactive sessions are signed out.

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Integrations

New integrations in Serval adds an xMatters integration for alerting and on-call workflows, plus read-only Nautobot and Oracle Enterprise Manager integrations for inventory and CMDB ingestion (both in beta). New workflow actions for Twilio and Workday Workflows can now send a WhatsApp message through Twilio, and can make a per-user Workday Business Process request that acts as the running user. Bring requester files from the original Freshservice ticket into Serval Serval now ingests ticket-level attachments from Freshservice, so files a requester attached to the original ticket reach Serval along with the conversation. See Freshservice. Kandji is now Iru The Kandji integration has been renamed to Iru across the app and docs to match the vendor’s new name.