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Highlights

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Import access grants from a screenshot

When you import an application’s access grants into Serval, you can now hand over a screenshot instead of a CSV. Drop in a PNG, JPEG, or WebP image of the app’s members list, and Serval reads each row and turns it into a grant you can review, map, and confirm before anything is imported.

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Overnight and split-shift coverage in SLA schedules

A schedule’s weekly hours can now hold more than one time range per day, and a range is allowed to end at midnight. That makes overnight and split-shift coverage possible: chain a range that ends at midnight on one day with one that starts at midnight on the next, or give a single day a morning and an afternoon window with a gap between them. For example, model overnight support by pairing an 11:00 PM to midnight range with a midnight to 6:00 AM range on the following day. See Schedules.

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Richer assignment and SLA conditions

Assignment rules and SLA conditions can now match on several values at once and offer more ways to compare them. A condition can match any of several labels, statuses, or requester groups, check whether a label is present, exclude a set of categories, and requester text conditions are typed as free text rather than picked from a fixed list. For example, write one SLA that applies whenever a ticket carries any of several labels, or am assignment rule that skips a group of categories. See SLAs and assignment rules.

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Request ticket feedback on demand from Slack

Requesters no longer have to wait for Serval’s automatic prompt to rate a ticket. In Slack, /serval-feedback opens the feedback form with a list of the requester’s most recent tickets on teams that collect feedback. The rating scale, comment box, and file upload follow the selected ticket’s team settings, so the form matches wherever the ticket lives. For example, after a request is resolved, type /serval-feedback, pick the ticket, and leave a rating and a comment. See Feedback and Slack.

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Ticketing

Show several visibility groups in one list A ticket list can now be narrowed to more than one visibility group at a time, so you can watch related queues together instead of switching between them. Search connected tickets by their ServiceNow number The ticket search boxes now match a connected ticket by its ServiceNow number, so you can jump straight to a ticket using the identifier your team already knows it by.

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Knowledge

Restore or delete an archived knowledge base The Archive view now lets you restore or permanently delete a whole knowledge base, not just its individual pages. Scope a GitHub knowledge source to repository paths When you connect GitHub as a knowledge source, you can now limit the crawl to chosen repository paths before the first sync, so Serval only reads the folders you point it at.

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Workflows

Authenticate workflow webhooks with a bearer token A workflow’s incoming webhook trigger can now require a bearer token, giving you a standard way to authenticate the systems that call it. Embed database file images in workflow emails Workflow emails can now display images stored on database records inline, so a message can show a picture from your data rather than only linking to it.

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Journeys

Start a journey from a service catalog request A service catalog submission can now launch a journey directly, instead of only opening a ticket.

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Integrations

New integrations Serval adds four native integrations in beta: BeyondTrust Password Safe, BeyondTrust Privileged Remote Access, Omnissa Workspace ONE UEM, and HCL BigFix. Choose Jira permission scopes at connect time The Jira connection flow now shows a permission picker, the same one Confluence uses, so a connection requests only the scopes it needs. Bring-your-own Atlassian apps no longer have to mirror a fixed, full scope list.

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For developers

Public API additions The public API gains endpoints to create, read, update, and delete ticket statuses with portable IDs, configure a team’s help desk channels, search a user’s access memberships, submit ticket feedback, read attachment descriptions, set a message’s created-at time, and read a database record’s files. The create-ticket SDK helper can now also attach a workflow to the ticket it creates.