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Highlights

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Ad-hoc approvals on any ticket

You can now request an approval directly on a ticket, without building a workflow for it. An agent working the ticket opens an approval card, names who the approval is for, picks one or more approvers, adds context, and sets whether a justification is required. Approvers are notified the same way as any other Serval approval, and the decision is logged on the ticket thread. Turn on the Ad-hoc approvals capability in Settings → Capabilities to use it. For example, an employee who is offboarding asks to keep the laptop they bought. The agent wipes it remotely and adds an ad-hoc approval with the IT lead and the inventory lead as approvers, and their decision is recorded right on the ticket.

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Custom email domains

Serval can now send email from your own domain, so requesters see a sender they recognize, like it@yourcompany.com. An organization admin verifies the domain once in Settings → Sender Domains by adding the DNS records Serval provides, and each team then picks a custom From address on that domain in its email channel settings. Teams can also send their automated notifications, such as approval requests, from their own no-reply address on a verified domain. For example, your IT team can reply from it@yourcompany.com and send approval notifications from it-noreply@yourcompany.com, while HR uses hr@yourcompany.com. See Custom From address.

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Help desk agent now pre-fills forms

When a request needs a form input, the help desk agent now fills in the answers it can already infer from the user’s identity, attributes, org chart, associated assets, and more.

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A redesigned change ticket experience

Every change ticket now has its own Change tab, and a new scheduling view shows the change window on a timeline calendar. Admins can pin the custom fields that matter most to keep the sidebar clean, and mark fields as recommended for a status transition without making them required. A new time range field, which can be open-ended, makes it easier to spot scheduling conflicts. See Change management.

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User-specific database rules

Database rules can now check who made a change, so a rule can respond differently depending on who edited a record. You can also now edit table and field descriptions, and change which tables a reference field points to. For example, a rule can require an extra check only when someone other than the record’s owner changes it. See Database rules.

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Tickets

Reply bar in the ticket composer The ticket composer now sits as a slim reply bar until you need it. One click expands it into the full editor with your email recipients and quick actions, and it collapses back when you’re done. Thread controls moved inline with the Activity and Fields tabs, so the ticket heading stays compact. Assign a ticket to yourself in one click An Assign to me link now sits under an unassigned ticket’s assignee, so you can pick up a ticket without opening the assignee menu. Filter tickets by their external ticket number My Tickets and team ticket lists can now filter by the number of a linked external ticket. Send selected tickets to Catalyst From a ticket list, you can now open Catalyst with the tickets you have selected and act on them together.

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Integrations

Government Cloud connections for Microsoft, Okta, and Atlassian Serval now connects to United States Government cloud environments. A self-hosted deployment configured for government cloud can connect Microsoft 365 Government (GCC High), Okta for Government, and Atlassian Government Cloud, and the connection dialog shows the government cloud that applies to the deployment. See Okta. New native connectors Serval adds native connectors for Citrix Cloud (beta) and App Store Connect. Dayforce custom server URLs Dayforce connections can now point at your own Dayforce server URL. See Dayforce. Team-owned Google Chat credentials Google Chat connections can now use a team’s own OAuth app and service account. See Google Chat.

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Platform

Filter, group, and export dashboard widgets You can now shape a dashboard widget without leaving the dashboard. Add filters to a chart or table widget, group a time-series chart by day, week, month, or quarter, and export the widget’s underlying rows to CSV or JSON. Each widget can also carry a description that readers open from an info icon. See Dashboards. Named approval procedures for catalog installs and the API When you install a workflow from the catalog, you can now choose the named approval procedure that governs its runs. The public API reads and writes an approval procedure on access policies, and Serval’s MCP tools steer automations toward your named procedures instead of ad hoc approver lists. See Access policies. Start Serval on a ticket without a visible message A silent API trigger, and a matching workflow action, let a workflow put Serval to work on a ticket without posting a visible message, so Serval can pick up an imported or stalled ticket in the background. Manage phone numbers and groups through the public API The public API can now add and remove a user’s additional phone numbers, and team-scoped API keys can create, update, and delete their teams’ groups. Control who can see internal notes A new permission governs which roles can see internal notes on tickets.