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Highlights

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Custom field descriptions for AI inference

You can now add a description to a custom field and show it where the field is used, so the people filling it in know what to enter. Serval’s AI also uses these descriptions when it infers ticket properties, which helps it pick the right value for each field. For example, when setting up a “Business impact” field you can describe what each of its options means, and Serval uses those descriptions when it fills in the field on a new ticket.

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Computed and auto-numbered database fields

Database tables can now hold fields whose value Serval fills in for you. A computed field derives its value from a formula over the record’s other fields, and an auto-numbered field gives each new record a running number. You choose the value source when you define a field’s type. For example, an asset table can auto-number each new laptop as it’s added and show a computed label built from the make, model, and that number.

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Trigger workflows from ServiceNow request stages

Serval can now start a workflow when a ServiceNow requested item moves to a new stage, so the fulfillment work you run in Serval keeps pace with where a request sits in ServiceNow. You pick the stage change as the trigger when you build the workflow. For example, when a catalog request reaches its fulfillment stage, Serval can run a provisioning workflow for the requested item. See ServiceNow.

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File attachments in the embedded chat widget

People using Serval’s embedded chat widget can now attach files to their messages, so they can share a screenshot or a document right from the conversation. See Embedded widget.

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Tickets

Choose a custom ticket type in Slack The create-ticket form in Slack now offers your team’s custom ticket types, so people can file the right kind of request without leaving Slack. Your team’s create permissions still apply when the ticket is filed. See Custom ticket types. Request an ad hoc approval on someone’s behalf When you add an ad hoc approval to a ticket, you can now record who the approval is for. The ticket then names the person the approval concerns, separate from its approvers. Ad hoc approvals are off by default; turn on the Ad-hoc approvals capability in Settings → Capabilities to use them.

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Integrations

New native integrations Serval adds several native integrations. In beta: SolarWinds Orion, Harness, and Retool. Generally available: Elisity, plus enterprise license management for Airtable. Import a chosen group’s Zendesk tickets When you connect Zendesk as a ticket source, you can now import only the tickets assigned to a group you choose. See Zendesk. Jira Data Center ticket links Jira Data Center connections can now set an optional Browse URL, so ticket links resolve to your own Jira instance. See Jira Data Center. Apple Business Manager coverage and multiple connections Serval now syncs AppleCare coverage onto devices ingested from Apple Business Manager, and a team can connect more than one Apple Business Manager account. See Apple Business Manager. Full Databricks OAuth scopes The Databricks connection now supports the full OAuth scope set. See Databricks.