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Highlights

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Manage which ticket types a team uses

Every team can now choose which ticket types are enabled. In a team’s ticket type settings, turn a type on or off, and Serval only offers and files the types you keep enabled across manual creation, the public API, and reclassification. This capability is now available to all teams. For example, a team that never handles incidents can turn Incident off so its queue only ever fills with the request types it owns. See Ticket types.

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Reclassify a ticket between a request and an incident

When a ticket arrives as the wrong type, an agent can now convert it in place instead of closing it and opening a new one. Reclassifying moves a ticket between a request and an incident from the ticket’s actions menu, keeping its history, comments, and status, and it is available through the public API so workflows can reclassify too.

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See who can and can’t read a knowledge document

For knowledge sources that sync their own permissions, the Manage knowledge sources list now shows a Permissions column that explains, for each document, who can see it and who can’t. Open a document’s permissions to review the audience Serval resolved from the source’s own access rules. For example, a ServiceNow knowledge article synced with its ACLs shows which groups can read it, so you can confirm the help desk agent only surfaces it to the right people. See Knowledge base.

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CC an external participant on a ticket

Any agent who can reply to a ticket can now CC an external email address on it. Add the address in the composer, and Serval subscribes it as a guest and includes it on the reply email, the same way it handles an unknown sender arriving over email.

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Ticketing

Turn ticket deletion off for a team A team can now disable ticket deletion entirely, so tickets can’t be moved to trash or permanently deleted while the setting is off. See Resolving tickets. Unlink tickets Linked tickets can now be unlinked from the ticket side panel. A control on each linked ticket removes the link in both directions and records the change on both tickets’ timelines. Follow up in the requester’s local time zone Follow-up schedules can now gate requester reminders by the requester’s own local hours, so a reminder lands during their working day rather than the team’s. See Schedules. Restrict assignment to an assignment group A new team setting keeps a ticket that carries an assignment group assignable only to that group’s members, so it can’t be handed to someone outside the group by accident. See Assignment.

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Email

Show the sending inbox and address on a ticket A ticket now shows which inbox and address a reply is sent from, so it’s clear which mailbox is corresponding with the requester. Trust an org member’s email from any domain Email intake can now trust an authenticated org member whose address is on a domain the team can’t allowlist. When the setting is on, a message that passes DKIM or DMARC from an active member or admin is trusted even though its domain isn’t listed, while unknown senders still fall back to the allowlist.

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Embedded chat widget

Read and unread conversations, responder identity, and a default team The embedded chat widget now marks conversations read and unread, shows who replied, and lets you set the team a new request opens on.

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Forms

Show a submitted form’s attachment on the ticket When a form submission includes a file, that attachment now appears on the ticket alongside the submitted values. See Forms.

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Databases

Point item-reference fields at more than one table An item-reference field can now target multiple tables, so a record can link to items across several databases from a single field. See Schema design. Narrow table and field access to roles, groups, and people Access to a database table or field can now be scoped to specific roles, groups, and people within a team, not just broad audiences. See Database administration.

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Workflows

Advertise and gate cross-team workflows A team can now choose which of its integrations it advertises to other teams and configure the approval procedure that runs when another team requests a run. See Team settings.

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Platform

See a user’s permissions on their detail page A user’s detail page now has a Permissions tab that lays out what that user can do, so you can check someone’s effective access without piecing it together from their roles and groups.

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Integrations

Answer Jira follow-up comments with the help desk agent When a ticket is synced to Jira, the help desk agent now answers follow-up comments posted on the Jira issue, not just the first message, so a requester can keep the conversation going from Jira and get replies back on the issue. See Jira. Trust a private CA on a custom HTTP connection A custom HTTP connection can now carry its own CA certificate, so Serval can reach an internal endpoint whose certificate is signed by a private authority. Fetch a custom integration’s API docs from a URL A custom integration can now fetch its API documentation from a URL instead of uploading a spec, so its tools are described from a single source you maintain and can be refreshed when that source changes. Connect multiple ServiceNow accounts on one instance A single ServiceNow instance can now hold more than one connected account, so different capabilities can authenticate as different service accounts. See ServiceNow.

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For developers

Public API and SDK additions The public API and SDK gain endpoints to list a team’s email intake configurations and read a ticket’s feedback attachments. Creating a ticket status now requires its ticket type and returns a portable status ID, workflow-authored ticket messages can be backdated and attributed, a created ticket can be backdated, and workflow actions can download a credentialed binary file.