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Highlights

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Automatically reclaim unused licenses

Serval can now automatically take back application access that people have stopped using. Attach a reclamation policy to a role, set the days of inactivity before access is due to be reclaimed, and Serval surfaces the grants that pass that threshold. A policy with reviewers routes each one to a person who reclaims or dismisses it, and a policy with no reviewers reclaims automatically. Every reclaim deprovisions through the role’s existing provisioning method and opens a ticket you can follow. See Reclamations.

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Attach a native form to a journey task

Native forms, which allow for dynamic fields and built-in workflows, can now be attached to journey tasks. Ask Catalyst to build one onto the task, and the person assigned sees the form itself in their journey view. Form responses are attached to the task as a read-only record afterwards. For example, a hardware selection form for a new hire can dynamically show eligible models based on their job type, and trigger a workflow that assigns a device from the inventory. See journey tasks and native forms.

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Rank knowledge articles by audience

You can now tune how Serval ranks your knowledge when the help desk agent searches it. In the Ranking tab of the Manage knowledge sources dialog, add rules that boost articles for a specific audience, or when an article’s properties match, and set each rule’s strength to Slight, Normal, or Strong. Ranking rules only reorder results, so a boosted article rises for the people it’s meant for without ever hiding anything from anyone else. For example, boost Sales Commission articles for the Sales team so their requests surface those first, while everyone else’s results stay unchanged. See Ranking rules.

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Trigger workflows from ticket feedback and agent replies

Two new events can trigger a workflow: one when a requester submits feedback on a ticket, and one when the help desk agent posts a reply. For example, a low feedback score on a resolved ticket can open a follow-up ticket for the team lead.

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Connect Box folders and ingest Office files from Google Drive

You can now connect a Box folder as a knowledge source, and Google Drive ingestion now reads Microsoft Word (.docx) and Excel (.xlsx) files alongside the formats it already handled. See Connected sources.

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Access management

Use team assignment rules to route provisioning tasks Manual provisioning gains an Unassigned option, so you can create a provisioning task without naming an assignee up front. The task is then routed by your team’s ticket assignment rules. See Access provisioning.

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Ticketing

Narrow the assignee picker to your team When a team turns on Restrict assignment to team members only, the assignee picker now offers only that team’s members, so a ticket can’t be assigned outside the team by accident.

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Campaigns

Know when an email campaign will span several days When you run an email campaign whose audience is larger than your daily email quota, the run dialog now tells you the send will spread across several days before you start it. This applies to both immediate and scheduled runs. See Campaign scheduling.

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Workflows

Restore recently deleted workflows Deleting a workflow is no longer permanent. A new Recently deleted area in team settings keeps deleted workflows for 30 days, and a restored workflow comes back as an unpublished draft so you can review it before pushing it live again. Restoring is available to people who can delete workflows. See Team settings.

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Databases

Record-level access rules for databases You can now control who sees an individual database record, not just a whole table. Open a record and choose Manage access to this record to limit it to specific people or groups. Anyone not included sees a Restricted record placeholder on the row, and managing these rules is limited to people with permission to manage record access. See Database record access.

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Platform

A Restricted base role for custom roles Custom roles can now start from a new Restricted base role, giving you a tighter starting point when building a role from scratch. Delegate major-incident controls through custom roles The ability to declare and promote a major incident can now be granted through a custom role, so you can hand out exactly that control without broader permissions. API keys can last up to a year When you create a public API key, you can now set its expiration up to one year out. Reactivate deactivated users in bulk On the users list, you can now select multiple deactivated users and reactivate them together. See Permissions.

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Integrations

New integrations Serval adds native integrations for Zscaler ZDX and Netskope (Beta). Exclude guest accounts from Microsoft user sync When Serval syncs users from Microsoft Entra through Microsoft Graph, you can now leave guest accounts out. Turn on Exclude guest accounts on the user sync configuration, and external or partner accounts stop flowing into Serval as users, so your synced directory stays limited to full employees. Control whether tickets show in Slack Home A new Show tickets in Slack Home setting controls whether a team’s open tickets appear in people’s Slack Home, without affecting approvals, quick actions, or notification delivery. See Slack.

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For developers

Public API additions The public API gains new endpoints to manage dashboards, work with ticket priorities, and update or delete ticket labels.