Release Notes 2026

3 min

see the latest feature releases, product improvements, version updates, and more… \\ \2026\ \features\ \data triggers rules\ relevant modules \ticket management\ audience administrators overview we’ve empowered administrators with conditional rule triggering directly within tickets you can now define specific rules that trigger based on ticket conditions such as automatically updating fields or notifying stakeholders when certain criteria are met giving you granular control over ticket lifecycle automation \custom sql ticket indicators\ relevant modules \ticket management\ audience administrators, agents overview we have introduced a highly flexible way to track critical data through custom sql indicators administrators can now define their own kpis such as the number of group transfers, remaining sla time, or custom business metrics to be displayed at the top of the ticket screen this gives agents instant, high level visibility into the most important attributes of any ticket at a glance \cascading lov for form attributes\ relevant modules \ticket management\ audience administrators, agents, end users overview we have introduced dynamic cascading fields within form attributes administrators can now establish parent child relationships between list of values (lov) fields, ensuring that the options in a "child" field automatically filter based on the selection made in the "parent" field \unified global portal search\ relevant modules \cross modules\ audience agents, administrators, end users overview to streamline the user experience, we launched a global enhanced search page within the portal users can now search across customers, tickets, knowledgebase articles, and assets from one centralized location \form export / import\ relevant modules \cross modules\ audience administrators overview moving configurations between environments is now faster than ever we’ve added an export/import option for forms, allowing administrators to quickly duplicate or transfer complex form layouts from one environment to another, significantly reducing setup time and manual errors \centralized connectors command center (beta)\ relevant modules \cross modules\ audience administrators overview managing your ecosystem is now simpler with the new connectors dashboard this single workspace provides a comprehensive view of all active, failed, and available integrations, making it easy to monitor the health of your entire itcc tech stack from one screen \connectors \ \failure\ \alerts (beta)\ relevant modules \cross modules\ audience administrators overview to ensure platform uptime and data reliability, itcc managers will now receive automated failure notifications whenever a connector (incoming/outgoing mail, azure ad, intune, etc ) encounters an error this allows administrators to address integration issues immediately before they impact service delivery \microsoft graph support for outbound mail\ relevant modules \cross modules\ audience administrators overview in response to evolving security standards and microsoft’s imap changes, we have added microsoft graph api support for outgoing mail this ensures a more secure, modern, and reliable connection for outgoing mail communications \branded chatbot customization\ relevant modules \cross modules\ audience administrators, agents, end users overview administrators can now customize the chatbot design, tailoring its visual appearance to match the organization’s branding this creates a more cohesive and professional user experience for end users seeking automated help \platform enhancements\ \ticket management\ optimized status & priority ui we’ve updated the visual layout of the status and priority fields these ux changes provide better visibility and a more intuitive selection process for agents group restricted status visibility – a new visibility control within the status setup that allows administrators to restrict specific statuses to designated groups this ensures that sensitive or department specific statuses (such as "legal review" or "vendor pending") are only visible and selectable by the relevant teams queue routing for email resolutions – when a ticket is resolved via the #resolved email action, the system now automatically sets the current queue based on the sender’s default group this ensures accurate ownership and reporting for tickets closed through email actions parent to child data visibility parent form table content is now displayed directly within the child ticket flexible ticket editing view a new setting allows administrators to disable the standard pop up and instead open the full edit screen edit ticket page by default branded customer surveys administrators can now upload their corporate logo directly within the survey setup improved bulk note recipient when adding a note to multiple tickets simultaneously via the working list, the recipient field will now display "multiple recipients" instead of the first ticket's customer this ensures clarity and prevents confusion during bulk updates accurate lifecycle logging for reopened tickets to improve audit trail accuracy, the system now logs a "reopen" event (instead of a "note") when a customer adds a note to a closed ticket via the portal or chatbot this provides a clearer historical record of ticket transitions ticket rich html description email content outgoing emails now support the transmission of ticket descriptions, including image content by utilizing l clob support, stakeholders receive high fidelity updates that include all visual context originally captured in the ticket \request management\ unified approval history a new approval history section has been added to the pending approvals page users can now view their past decisions in one place mandatory rejection governance to ensure requestors understand why a request was denied, reject comments are now mandatory additionally, an "auto reject" indication is now included in the reject info email log for better clarity on system driven actions release workflow condition checks a new check condition at task release option allows the workflow engine to wait until a subtask is actually ready to be released before checking its criteria this enables users to update necessary data while a workflow is already in progress, ensuring the logic is always based on the most current information catalog kit data integrity & validation real time sync related ticket data changes now automatically update the parent kit summary cart validation a new validation rule ensures that at least one item must be added to the cart before a kit request can be submitted \change management\ maintenance window exception handling administrators now have the option to disable non maintenance hour restrictions this provides flexibility for emergency or pre approved changes that must occur outside of standard windows \event management\ enhanced event context to accelerate impact assessment in event management, the related asset is now displayed directly on the event screen, providing instant visibility into which resource is affected \asset management\ dynamic asset scanning & quick creation if a scanned serial number does not match an existing record, the system immediately displays a quick asset creation page pre populated with that serial number, allowing for rapid onboarding of new hardware customizable asset display values administrators can now define which specific data field identifies an asset across the platform (portal, ticket creation, etc ) per asset type this ensures that users see the most relevant identifier such as hostname, serial number, or model \cross modules\ contract management enhancements – to improve security and efficiency, we added authorization groups to contracts, allowing for more granular access control additionally, a new duplicate option is available, enabling administrators to quickly clone existing contracts with similar terms