Request Management
Service Request Portal-Based Print Templates
Service Catalogs now support separate print templates for the Technician Portal and Support Portal, each with its own default Standard template that can be cloned and customized independently. Printing behavior is controlled per portal, so templates can be enabled or disabled for each portal separately. On upgrade, existing print templates carry over to the Technician Portal automatically, and a new default template is created for the Support Portal.
Form Rules Now Apply During Incident-to-Service-Request Conversion
ServiceOps now executes configured Form Rules during Incident-to-Service-Request and Service-Request-to-Incident conversions. Field visibility, mandatory conditions, read-only settings, and filtered dropdown values are applied automatically, and the system re-evaluates applicable rules as trigger fields change during conversion, so only relevant fields and valid values are presented to technicians.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Asset Management
Status Transition View and Reporting for Asset and CI Modules
Hardware, Software, Non-IT, and Consumable asset and CI modules now include a Status Transition View, letting administrators review the full history of status changes for each asset record. Reports now also support asset status transition data.
Tasks Now Available on Assets and Configuration Items
Asset and Configuration Item (CI) detail pages now include a Tasks tab for creating and managing tasks directly from the record. Tasks support creation, detail views, search, and sorting, and are automatically associated with the originating asset or CI.
Barcode Label Dimension Enhancement: Millimeter Support
Barcode label configuration now supports millimeters (mm) as a measurement unit, in addition to the existing inches option. Customers using mm-standard label rolls and printers can configure dimensions in their preferred unit, including smaller sizes.
Vendor System Field for Assets
A standard Vendor field is now available for Hardware, Software, and Non-IT assets on both the Asset Creation and Asset Edit pages, so vendor information can be captured as a built-in asset attribute. The Vendor field is also available in column selection and can be used as a condition or action field in Form Rules and Workflows.
Create Vendor and Product Directly from Purchase Order Form
Vendors and Products can now be created directly from the Purchase Order form, without navigating away or losing unsaved Purchase Order data, allowing both flows to be completed inline while continuing the Purchase Order process.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Patch Management
Patch Management Support for Third-Party Applications
Users can now perform patch management for the following third-party applications:
Serial NumberApplication1Opera2DBvisualizer3OpenRefine4GitAhead5GoCD Agent6Kinovea7LAVFilters8WinMerge9OpenSSL10OpenSSL Light11VMware Tools 1312psqlODBC13Liquibase Secure14GReTL
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Workflow and Automation
Logged-in User Field Mapping via Form Rule
Form Rules can now automatically set user-type fields, such as Assigned To or Resolved By, to the person currently performing the action, instead of requiring a fixed value to be configured in advance. This lets administrators build automations that adapt to whoever is using the system, reducing manual field entry and ensuring records accurately reflect who took each action.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Reports and Dashboards
Audit Support for Report Creation, Update, and Execution Status
ServiceOps now provides audit tracking for report creation, updates, and deletions, along with execution status visibility in the Report History view, improving report auditability and troubleshooting.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Admin and Configuration
Custom Port Support for Database Backup SFTP Transfer
ServiceOps now supports configuring a custom SFTP port for database backup transfers. The Host field has been renamed to IP / Host for simpler configuration.
Credential Configuration for macOS Patch Deployment
ServiceOps now supports configuring credentials for macOS endpoints, enabling unattended and scheduled OS patch deployments without requiring manual credential entry on each target endpoint.
Test Connection Support for Additional Credential Types
ServiceOps now supports Test Connection for SNMP, SNMP v3, VMware, AWS, Azure, Nutanix, and OAuth credentials, letting administrators validate credential configurations without running a full discovery scan.
Transition History and Report Summary Support for Problem, Change, and Release
Status Transition and Assignment Transition visibility is now supported in the Problem, Change, and Release modules, with matching report summary columns.
Data Archiving Retention Limit Extended to 10 Years
The maximum value allowed in Data Archiving retention fields across all modules has been extended to 10 years, letting administrators in long-retention environments configure archiving policies that match their data governance requirements.
Clone Role from Roles Listing
A Clone action is now available on the Roles listing page, letting administrators duplicate an existing role instead of manually reconfiguring permissions and scopes from scratch.
Clear Details on Archive: Archive User Action Node
The Archive User workflow action now supports clearing a user's Logon Name and Email at the time of archival, bringing it in line with the manual archive option already available on the Users page.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Discovery and Agents
Unique Identifier Settings Relocated to Discovery and Agents
Admin > Organization > Security > Asset / CMDB Preference
The Unique Identifier settings for SSH, WMI, and SNMP have moved from Admin > Organization > Security > Asset / CMDB Preference to a new page under Discovery and Agents. SSH and WMI are now visible to all customers, including those with standalone Patch, Package, or Vulnerability licenses, and apply to Endpoint identification for those licenses. SNMP remains visible only with an Asset license. Existing values carry over automatically.
Bulk Add Tags for Endpoints
Add Tags
Tags can now be applied to multiple endpoints at once from the Endpoints list page via a new Add Tags option in the Take Action dropdown, instead of adding them one at a time.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Support Channels
Email Server Configuration UI Redesign
The Incoming and Outgoing Email Server configuration screens have been redesigned with a stepped, sectioned layout. Fields are logically grouped, and additional fields are displayed conditionally based on the selected protocol, provider, and authentication type.
Microsoft Graph API Support for Outgoing Email Server
Outgoing Email Server configuration for the MAPI protocol now supports both Microsoft Graph API and Exchange Web Services (EWS) as Email Connection Type options, on both On-Premises and SaaS deployments.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
Knowledge Management
Enhanced Knowledge Module Search
The Knowledge module search now supports additional fields (ID, Subject, Status) with defined conditions, along with a new filter to quickly narrow results by status (Published, Draft), giving technicians and requesters a broader set of criteria to locate articles.
Organizations often manage this area through fragmented tools or manual processes, reducing visibility, consistency, and ownership.
The enhancement can reduce manual work, improve operational control, and help teams respond faster with better context.
