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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 an assignment rule that skips a group of categories. See SLAs and assignment rules.

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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.

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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, and set a message’s created-at time. The create-ticket SDK helper can now also attach a workflow to the ticket it creates.