Release Notes 2025

14 min

see the latest feature releases, product improvements, version updates, and more… \december 2025\ \ai assistant (beta)\ relevant modules \ticket management\ audience agents, administrators overview the new ai assistant resides directly within the ticket editor to accelerate resolution times and improve the accuracy of support delivery it is divided into three functional zones designed to minimize manual research ticket highlights instantly digest complex ticket histories with one click summarization this zone proactively identifies recurring issues and provides intelligent category and assignment recommendations to ensure the ticket is in the right hands from the start solution finder reduce time to resolution by leveraging proven suggestions from similar historical tickets the assistant can also generate personalized notes or solutions based on a deep dive search of your existing knowledge base advanced search gain comprehensive context by instantly surfacing related tickets, a customer’s full interaction history, or assets and configuration items (cis) linked to the current request \automated ml categorization for incoming emails\ relevant modules \ticket management\ audience agents, administrators, end users overview administrators can now activate machine learning (ml) categorization for tickets generated from incoming emails by automatically analyzing email content to assign the correct category and ticket type, this feature removes the need for manual triage this ensures agents receive a pre sorted queue and end users experience faster routing and resolution times \automated ml categorization via portal ticket creation page\ relevant modules \ticket management\ audience agents, administrators, end users overview administrators can now activate machine learning (ml) categorization for tickets created directly through the portal by analyzing the user's input in real time to suggest or assign the most accurate category \catalog bundles kit\ relevant modules \request management\ audience administrators, end users overview streamlined multi item requests administrators can now package multiple service items into a single, cohesive "kit" to simplify the user experience for complex requests instead of managing separate forms, users interact with a step by step wizard where each stage represents an individual catalog item, ensuring all necessary data is captured in one seamless flow \internal "technical resolution" field\ relevant modules \incident management\ audience administrators, agents overview to help maintain a clear distinction between client facing communication and internal technical documentation, we have added a new technical resolution field this allows agents to record the specific technical steps taken to resolve a ticket for future auditing and internal reference, without making this information visible to end users \direct knowledge base suggestions\ relevant modules \knowledge management\ \incident management\ audience knowledge contributors, knowledge administrators, administrators, agents overview agents can now suggest knowledge base (kb) articles directly from the resolution screen this integration streamlines the knowledge management process, making it faster and easier to capture successful fixes and share them across the entire organization \bulk approval actions\ relevant modules \request management\ audience administrators, agents, end users overview to eliminate administrative bottlenecks and speed up request fulfillment, approvers now have the ability to approve multiple items in bulk this allows for faster processing of high volume requests without the need to open each approval individually \dynamic pdf documentation via email\ relevant modules \ticket management\ audience administrators, agents, end users overview you can now define customized pdf templates that automatically populate with specific ticket data these pdfs can be sent via outgoing email, allowing you to provide professional, standardized documentation—such as service receipts or summaries directly to stakeholders/ customers \new "multiple checkbox" field type\ relevant modules \ticket management\ audience administrators overview to enhance the user experience and improve form accessibility, we have introduced a multiple checkbox field type in the form builder while similar to the multi select list of values (lov), this new ui option displays all available choices at a glance \changes \& enhancements \ automated escalation ownership – we have added an escalation owner field to the category setup when an escalation group is selected, the system will automatically set the designated escalation owner as the default, ensuring that high priority tickets are routed to the correct individual immediately \ticket management\ personalized profile color – users can now define their own personal profile avatar color these preferences are applied to working lists, ticket timeline icons, and other interface elements \ticket management\ \november 2025\ \status workflow – new step wizard\ relevant modules \ticket management\ audience administrators overview a new, visual status workflow feature introduces a step based wizard inside the ticket, perfect for multi step operational workflows each step can update the owner, group, and status, define progress percentage, and allow api/procedure execution fully integrated into kanban, this provides clear visibility of process progress, ensures structured ticket handling, and automates manual transitions \advanced form setup enhancements\ relevant modules \ticket management\ audience administrators overview significant upgrades to the form designer improve usability and customization administrators can now reorder attribute fields, add help text , create titled and subtitled sections , and preview the full form this leads to faster and more intuitive form building, offers a better end user experience through structured and guided forms, and ultimately reduces mistakes and training time \ad hoc subtask enhancements\ relevant modules \ticket management\ audience agents overview two new options have been added to subtasks the ability to assign a customer , and the option to automatically update the parent ticket status when the subtask is closed these enhancements ensure better customer tracking in sub processes, simplify agent workload, and guarantee the parent ticket status always reflects real progress \sql validator \& data preview in escalation rules\ relevant modules \ticket management\ audience administrators overview a built in sql validation engine with a live data preview is now available directly in the escalation rules builder this powerful addition prevents invalid sql from breaking escalations, speeds up configuration and troubleshooting, and gives administrators confidence before publishing changes \sql validator \& data preview in workflow conditions \ relevant modules \request management\ audience administrators overview you can now validate sql and preview the resulting data while configuring workflow conditions this helps administrators avoid misconfigured or empty conditions, reduces back and forth testing, and accelerates the entire workflow automation setup process \freeze ticket form attributes after workflow launch \ relevant modules \request management\ audience administrators, agents overview administrators can now lock ticket form fields once a workflow starts, preventing accidental or unauthorized changes and ensuring the ticket's data remains consistent throughout execution this vital control improves data integrity and auditability for all workflow driven processes \attach forms to services \ relevant modules \all modules\ audience administrators overview forms can now be attached directly to services this change enables service based data collection, ensures each service domain has tailored input fields, and streamlines service request processes from the start \changes \& enhancements \ pending customer reminder sent in intervals – the pending customer reminder now repeats according to the configured reminder hours, rather than sending only one reminder email this ensures customers respond faster, reduces ticket stagnation, and ultimately improves the customers satisfaction \ticket management\ email validation on ticket creation – when users choose to be contacted via email, the system now validates the email format upon ticket creation this reduces email failures, and improves customer communication reliability \ticket management\ default support group for assignee – when an agent resolves a ticket or accepts it from the working list, the system now automatically updates the ticket’s group to the agent’s default support group this change eliminates inconsistent ticket grouping, reduces agent errors, and ensures accurate reporting \ticket management\ \october 2025\ \ai rewrite for knowledge articles\ relevant modules \knowledge management\ audience knowledge contributors, knowledge administrators, administrators overview empower your content creators with ai powered rewriting for knowledge base articles helping agents quickly improve clarity, tone, and readability while maintaining technical accuracy \extra field on status change\ relevant modules \ticket management\ audience administrators overview administrators can now define an additional text field that appears when changing a ticket status the field can be configured as mandatory or optional, ensuring agents capture critical information at the right stage of the ticket handling \dynamic sql validations for asset types \ relevant modules \asset management\ audience administrators overview create custom dynamic sql validations for asset types to ensure data accuracy and consistency administrators can define complex rules to validate asset data without limitations \mentions (internal notes) counter in tickets \ relevant modules \ticket management\ audience agents overview stay on top of internal communication with a new counter that highlights mentions inside tickets, improving collaboration and response speed \mentions \ \in timeline \ relevant modules \ticket management\ audience agents overview mentions (internal notes) are now part of the ticket timeline, offering a complete view of both public and private updates \changes \& enhancements \ knowledge article field upgrade – the article html field has been changed from varchar to clob, supporting longer and richer article content \knowledge management\ custom table expansion – custom tables are now available for forms related to categories (in addition to forms related to ticket types or catalog items), providing greater flexibility in data design and management \ticket management\ \september 2025\ \ai rewrite for resolution and notes\ relevant modules \ticket management\ audience agents, administrators overview helps agents improve clarity, tone, and professionalism in customer communication with minimal effort by connecting ai module to the the itcc system to rewrite resolutions and notes using predefined prompts \automatic workflow task assignment by job title\ relevant modules \request management\ audience administrators overview new option to automatically assign workflow tasks based on the user's job title ensures tasks reach the right role without manual intervention, improving efficiency and consistency \printable ticket summary page \ relevant modules \ticket management\ audience agents, managers overview introduced a summary page for ticket data designed for printing makes it easier to share or archive complete ticket details in a clean, professional format \new ui/ux for azure connectors \ relevant modules \all modules\ audience administrators overview the azure graph incoming email, intune, and azure ad connectors setup pages have been redesigned with a cleaner, more intuitive ui/ux administrators can now review user data before syncing it into itcc, ensuring accuracy and preventing unwanted changes added one click access code generation for easier, faster connection setup the new design improves transparency, control, and confidence when integrating with azure services \changes \& enhancements \ the cc field now adapts its display format to match the ticket type’s customer search type selection (e g , first last username), provides a more consistent and searchable experience for users \ticket management\ when a ticket category is set to “disable closure,” this requirement now also applies during bulk ticket updates \ticket management\ \august 2025\ \resolution field supports html rich content\ relevant modules \ticket management\ audience agents overview the resolution field is now clob, allowing agents to provide detailed resolutions with inline images for clearer customer communication \new project page\ relevant modules \project management\ audience project managers, agents overview a new project page introduces dedicated fields for project manager, viewers, and editors, along with project timelines (planned vs actual), enabling better tracking and collaboration \changes \& enhancements \ allow users to change the dashboards order in the navigation menu analytics group transfer analysis now shows “moved by” data analytics add cc option to the “pending 3rd party” status change \ticket management\ add “do not send email / discard email” checkbox when cancelling tickets \ticket management\ add a timeline ticket log when manually sending an approval email by clicking on the "approval mail resend" button \ticket management\ enlarge fields attribute string1 40 from 1000 chars to 4000 \ticket management\ add an owner & group search field to the ticket pages \ticket management\ added the notes history to the assets list \asset management\ \july 2025\ \changes \& enhancements \ add site vp to workflow sub task assignee enables more flexible and accurate task assignments within workflows \request management\ enhanced escalation log details logs now include updated ticket data (status, group, owner, priority) for clearer tracking and accountability \ticket management\ service & ci field automation automatically sets the service based on the selected category and filters ci options accordingly, speeding up ticket creation and reducing errors \ticket management\ expanded dashboard generator reports build assets reports and sla reports can now be added to dashboards for quicker access to critical metrics analytics force hours validation for specific groups allows applying hours reporting rules only to targeted groups, ensuring flexibility while maintaining compliance where required \ticket management\ new outgoing mail page redesigned for improved ui/ux, making it easier to understand what mail event is sent, to whom, and when \all modules\ \june 2025\ \new kanban page\ \ \ \ \ relevant modules \ticket management\ audience administrators, agents overview a powerful new kanban style board has been added to itcc, giving agents a dynamic and visual way to manage tickets drag and drop tickets between statuses to update progress instantly group cards by status, assignee, customer, project, group, and label decide which statuses will be displayed in the kanban columns customize which data appears on ticket cards, including sla status, priority flag, planned start and end dates visual indicators (e g , on schedule, late, upcoming) choose the fields most important to your team for quick, informed decisions at a glance label tickets with color coded tags for better categorization and quick visual identification across the board \changes \& enhancements \ expanded form capacity to support up to 40 fields (previously 20), allowing for more comprehensive data collection and flexibility in ticket forms \ticket management\ customer search restriction by user type added a customer search limitation to prevent logged in users from changing the customer, thereby enhancing data security and relevance \ticket management\ added a workflow launch history log that records who manually triggered a workflow and when, increasing auditability and transparency in process execution \request management\ \may 2025\ \tailored workflow subtask forms\ \ \ \ \ relevant modules \request management\ audience administrators overview gain greater control and flexibility over your workflow subtask forms you can now define exactly which fields are visible, mandatory, or read only for each specific workflow subtask this lets you match the form to the task at hand, whether it's for review, approval, or specific handling by presenting users with only the relevant information, this leads to quicker decisions and smoother processing throughout the entire request lifecycle \order receipt management in itcc\ \ \ \ \ relevant modules \asset management\ audience asset managers overview the asset management module now includes order receipt management capabilities to streamline the process of receiving and onboarding new assets users can convert received products into assets with predefined product to asset templates, directly from the receipt screen, reducing manual work and ensuring accurate registration asset administrators can also submit asset move requests from the logistics team to handle internal transfers and location changes efficiently in addition, you can now create and manage asset kits , which simplifies assignment, deployment, and lifecycle tracking, improving overall control and reducing errors \changes \& enhancements \ new ticket type setup page redesigned ticket type setup page for improved ui/ux, making it easier to understand and configure available ticket settings \ticket management\ customer search restriction by user type added customer search limitation so logged in users can only select customers matching their user type, enhancing data security and relevance \ticket management\ javascript support for attributes 11–20 enabled setting javascript for additional form attributes (11 20), allowing more customized and dynamic ticket forms \ticket management\ workflow subtask detachment logging when a ticket’s workflow changes, subtasks are automatically detached (existing functionality) and a history log entry is added, improving traceability and workflow management \ticket management\ \april 2025\ \workflow enhancement – api trigger in workflow step \ \ \ relevant modules \request management\ audience administrators overview you can now trigger an api call directly from a workflow step (in addition to executing an sql procedure) this enables automatic updates to external systems without manual actions, saving time, and expanding process automation across platforms \safety stock for bulk assets \ \ \ relevant modules \asset management\ audience asset managers overview safety stock thresholds can now be set for bulk assets as well as serial assets, helping prevent stock shortages and improving inventory management \recurring scheduled tasks enhancement \ \ \ relevant modules \task management\ audience administrators, agents overview recurring tasks can now have their scheduling changed dynamically at any time, and future tasks are displayed on the task calendar this provides better visibility into upcoming work and makes it easier to adapt recurring tasks to changing needs \changes \& enhancements \ immediate recurring cases – skip non working days recurring tasks and cases now automatically skip non working days (friday/saturday or saturday/sunday, depending on regional settings), ensuring tickets are created only when teams are available and avoiding unnecessary scheduling conflicts \task management\ auto cancel workflow sub tasks when converting a case when converting a case with workflow steps to another category/catalog/call type without a workflow, existing sub tasks are automatically canceled this prevents irrelevant tasks from remaining and ensures workflow consistency after case changes \request management\ incoming mail parsing rules – customer & submitter fields added new fields (customer and submitter) were added to incoming mail parsing rules, improving automatic ticket creation accuracy and reducing manual updates \ticket management\ link wizard – define subject and description case values you can now define the subject and description case values when using the link wizard, making ticket creation via links faster and more customized for different use cases email templates sent on escalations when a case is reassigned via escalation, itcc now sends the original dispatch/assign/approval email templates to the new assignee/group/approver, ensuring they receive all relevant case details and context automatically \ticket management\ \march 2025\ \itcc agent mentions \ \ \ relevant modules \ticket management\ audience agents overview agents can now mention each other directly in tickets, improving collaboration and reducing resolution time this feature enables faster responses, real time notifications, and better cross team coordination, keeping all discussions within the ticket for better tracking and accountability \supplier notification on ticket assignment\ \ \ relevant modules \ticket management\ audience agents overview added an option to send an email notification to suppliers when a ticket is assigned to them the email can include additional details to provide better context \survey page enhancements \ \ \ relevant modules \ticket management\ audience administrators overview surveys can now use smiley ratings in addition to stars rating scale options expanded to 2, 3, or 5 levels (previously fixed at 5) customizable thank you message after survey submission customizable colors for stars and buttons \adjust working hours by priority\ \ \ relevant modules \ticket management\ audience administrators overview administrators can now configure working hours based on ticket priority, allowing for more flexible sla management \new location setup options\ \ \ relevant modules \ticket management\ \asset management\ audience administrators, agents, end users overview added the ability to configure different location types, each with custom location levels introduced location levels 3 and 4, in addition to the existing 1 and 2 enabled the use of new structured location types on the ticket screen, alongside manually entered customer location fields added the option to set unique location numbers per location type and segment \changes \& enhancements \ custom severity field label added the option to customize the label of the severity field \ticket management\ manufacturer & model form improvements the setup page now refreshes instead of navigating back to the full manufacturers list added validation to prevent duplicate manufacturers \asset management\ unfollow a ticket users can now choose to unfollow tickets \ticket management\ workflow setup improvement – added the ability to create new statuses directly from the workflow setup pages \ticket management\ improved ticket description visibility – tickets created via incoming mail now display the full email content, including email threads \ticket management\ attachment indications in the working list – clicking the attachment icon now shows all attached files for the ticket \ticket management\ duplicate option for software contracts \asset management\ new ui/ux for form widgets \ticket management\ \february 2025\ \asset compliance check for additional attributes\ \ \ relevant modules \asset management\ audience administrators, asset managers overview itcc will now display an error or check icon next to asset fields for quick compliance visibility a new report is available to track all non compliant assets \forms setup screen revamp\ \ \ relevant modules \ticket management\ audience administrators overview redesigned ui/ux for easier form setup all fields are now displayed on a single page for quick access the list of values fields now have their lov setup placed next to them added sql validation for sql input fields \budget management enhancements \ \ \ relevant modules \ticket management\ audience administrators, agents, budget managers overview budget amounts can now be set for each budget item with defined start and end dates when a budget is allocated to a ticket, users can track the remaining available budget \mobile asset search \& quick update \ \ \ relevant modules \asset management\ audience administrators, asset managers overview a new asset search and quick edit screen for mobile enables users to update assets as efficiently as possible \changes \& enhancements \ sorting options for analytics sorting options for charts and pivots were added analytics api enhancements expanded data availability for get all tickets introduced a new api survey results by case/case type \ticket management\ escalation rules added the option to escalate a ticket to the assigned group manager or owner manager introduced a new escalation rule type last group change \ticket management\ knowledge base approval process added two additional approval levels portal level and organization level, in addition to the existing category level \knowledge management\ workflow sub tasks updates restricted the ability to save waiting tickets to admins only added a released from waiting column to sub tasks, indicating when a sub task was reopened for work escalation rules now support sub tasks, using released from waiting as the creation date \ticket management\ workflow handling improvements ensured workflows do not relaunch when pressing the reopen button (if the ticket is in "resolved" status) added user vp / department vp as workflow sub task assignees for automatic task assignment \ticket management\ \january 2025\ \ai/ml category search \ relevant modules \ticket management\ audience administrators, agents, end users overview a new search type was added to the portal users can now describe their incident or request, and the system will suggest relevant case templates (triage categories) based on past ticket classifications and recommended knowledge base items \knowledge base enhancements \ relevant modules \knowledge management\ audience administrators, agents, end users overview added "was it helpful?" feedback buttons (thumbs up/down) with a 5 star rating and comments saved users' initial search input to improve search functionality using machine learning tracked views, access sources, and usernames for analytics linked kb resolutions to tickets when used by agents, with an option to unlink added kb tag search functionality on ticket edit pages introduced a category tree for better search capabilities implemented a knowledge base item publishing workflow \availability (service downtime) table \ relevant modules \problem management\ audience administrators, agents overview added a new downtime tracking table to manage availability with the following details service impacted service name duration (minutes) total downtime duration downtime date date of occurrence comment additional remarks downtime log creation date the date the downtime was recorded additionally, a new repository for the dashboard generator and top filters was introduced \dashboard creation for non admin users \ relevant modules \all modules\ analytics audience administrators, agents, managers overview agents and management users can now create and save their own dashboards in their private workspace menu users can also duplicate and modify existing dashboards \case form dynamic validations \ relevant modules \ticket management\ audience administrators overview administrators can now define sql based validations per form, allowing customized validation rules on ticket creation and update pages \event \& holiday upload screen \ relevant modules \all modules\ audience administrators overview added an upload screen to upload events and holidays easily to the itcc \changes \& enhancements \ category field requirement the category field can now be set as mandatory for asset types \asset management\ bulk assets in portal added bulk assets to "my assets" in the portal and to the customer’s associated asset list in the ticket creation page \asset managemen\ location enhancements added an extra location level and the ability to set location labels per asset type \asset management\ safety stock update added the first two dynamic asset fields to the safety stock check \asset management\ asset bulk update added the supplier field to bulk asset updates \asset management\ controlled ticket status restriction ensures a controlled ticket is properly closed by limiting status options \incident management\ knowledge base resolution in tickets kb links are only added to ticket resolutions if the kb is accessible to end users \incident management\ \knowledge management\ ticket reopening rules added the option to define whether customer replies after closure will reopen a ticket, based on predefined reopen days \ticket management\ discard mail option added a "discard mail" option when creating a resolved ticket \ticket management\ \ui/ux improvements\ forgot password / create account improved ui/ux for a smoother user experience \all modules\ chatbot visibility added a submit button for mobile the chatbot start button now hides when a pop up page is open \all modules\ asset types & attributes management redesigned the asset types & attribuutes setup page for a better experience \asset management\