June 15, 2025

This month’s release brings a fresh breeze of intelligence with several new AI Agents designed to make your workflows smoother than ever.

We’ve also done a serious round of spring cleaning, squashing bugs big and small to keep your experience fast, clean, and frustration-free.

Latest versions:

☀️ New Features

New AI Agents

Explore the latest prebuilt AI Agents:

• Detect Problem from Incidents

• Create Problem with Related Incidents

• Add Note to Service Record

• Generate Wrap-up to SR

• Deep Research with Perplexity

• Microsoft 365 – Identify License Shortage

Explore the full list of prebuilt AI Agents here.

🐛 Bug Fixes

The following bugs have been fixed, and the related features are working correctly:

• Bug #4578: Email notifications routed to the Admin Group are being sent to disabled admins

• Bug #5726: While using ‘Guest’ mode, choosing a service record category changes the email address field to the user name

• Bug #8023: Can't download database backups via static link

• Bug #8089: Admin without permission is able to change the company name

• Bug #8759: The "Switch to List View" option in the Knowledge Base isn’t working

• Bug #8211: The apostrophe breaks the report if present anywhere in the category fields

• Bug #9645: Request Users do not receive automatic notification for notes

• Bug #9709: Details in PDF attached to Workflow notifications not displaying for custom fields

• Bug #10172: Unable to delete certain "default" (e.g., urgency, priority) List Entries due to hidden template records

• Bug #10237: Setting request tabs as “non-visible” in Classic doesn't reflect in Spaces

• Bug #10963: Can’t change the system default priority set for a new service record

• Bug #11764: Custom field title changes are not applied after updating them in the translation file

• Bug #11518: Complex workflows either slow or break the Journey (Part 1)

• Bug #11969: Unable to use the Related Items' search box

• Bug #12157: “Layout” tab of the custom reports is stretched

• Bug #12567: Email rules don't update the description

• Bug #12649: Service record status is not translated when  sending a notification using tags like ${StatusNotification} and ${ActionNotification}

• Bug #12742: Canned Messages incorrectly positioned below signature

• Bug #12727: Outlook signature causing a description change

• Bug #12769: Escalation rules that should change the SLA don't work when the service record is opened from within the Spaces Service Desk or the Self-Service Portal

• Bug #12904: Text added to “Instructions” field randomly appears on other templates

• Bug #13211: Description rich text causes the page in Spaces to get stuck

• Bug #13226: Cannot service record that was first set as “Request” type and then changed to a different type

• Bug #13238: Classic top bar disappears when duplicating a tab

• Bug #13418: Cannot modify Assigned Admin/Admin Group from within the service record

• Bug #13559: Reassigning service records from a filtered view shows the wrong group in the queue

• Bug #13560: Redirection from a link to a service record when using SSO

• Bug #13647: Issue populating Description field

• Bug #13732: Workflow Designer breaks after the "Apply & Sync to Spaces" option is used

• Bug #13822: Unable to make the Priority field editable (currently view-only)

• Bug #13849: Admins with visibility permissions restrictions could not see attachments added to service records created by them or their Group

• Bug #13854: Advanced filters for Service Record Type not working – Filters Ignored or return no results

• Bug #13980: Scheduled escalation rules run on the default Operating Time instead of the Agreement's Operating Time.

• Bug #15485: AI categorization suggests deleted categories