Version 1.11.0

introduction welcome to the release notes for version 1 11 of servicely this update brings a host of enhancements and new features codesigned to improve user experience, performance, streamline process, and continuous service improvements across the platform we have focused on our sofi ai capabilities as well as other areas such as refining the ui/ux, expanding configuration options, and increasing the efficiency of existing functionalities additionally, we've addressed feedback from our user community to make practical adjustments that align with modern design philosophies and platform advancements as always, we thank our customers for their invaluable feedback and hope you find these updates beneficial for your organisation to extend their use of the servicely platform who should read this this page is primarily intended for system administrators and platform owners who are responsible for managing and overseeing the servicely platform we strongly encourage individuals in these roles to carefully review these release notes to understand the latest updates, enhancements, and fixes that have been applied to the platform an understanding of these changes will enable you to work with other stakeholders to determine what new functionality and enhancements you would like to test, review and deploy on your servicely instance release highlights sofi agentic ai multi turn agentic ai powering sofi ai assistants and ai tools ai coding assistant available out of box for portal component, trigger, ui event, system controller, table operation and script library various application specific ai assistants and their ai tools available out of box such as for itsm and knowledge management connect to latest language models of your choosing, such as from anthropic, openai and google supports multiple large language models with some ai assistants and agents can be configured to leverage one model while another set of assistants and agents running off a different model, and so on ai assistants, agents and tools configurable for any table on the servicely platform email client templates and role based availability the email client now supports user selectable templates that pre populate message subjects and bodies, with server side scripting support for dynamic field substitution from the underlying record templates are scoped per table (e g incident, request) and remain editable by the agent before sending email client availability can now be controlled globally by administrators, restricted to specific user roles, or toggled per journal field default access is restricted to the platform agent role, providing a secure and governable baseline for outbound communication supports user's individual signatures data driven matrix low code/no code configuration capability to determine a field's value depending on other two or more fields on the same form applied onto incident's impact urgency = priority out of box setup knowledge management knowledge article view counts are now tracked, i e who views which knowledge article and when rating and feedback mechanism can be configured knowledge articles can be embedded into portal pages enhanced template can be used to create new records (e g when applied to standard changes) each template is version controlled each template can be configured to be part of a template base which can have an approval process to follow for publishing or archiving the template collapsible section is now supported in the knowledge article html content service catalog one or more catalog items can be bundled into a single submission, as part of bundle capability catalog questions can be made re usable across multiple catalog items and bundles, via question set catalog items and bundles now support pricing email connector now support for graph api to connect to microsoft emails single configuration to do both read and send connection intune integration multi device support and concurrency improvements data driven integration's configuration is now available, providing no code configuration to support device types apart from laptops and desktops the integration now supports an option to exclude software installation data memory efficiency, throughput, and overall reliability of the sync pipeline have been improved concurrent execution of intune sync jobs for the same tenant is now prevented, eliminating data conflicts during overlapping sync operations global search now leverages elasticsearch for high performance full text search, fuzzy matching, and advanced vector based semantic search using ai embeddings now display source indicators identifying the origin of each result — including servicely records, sharepoint, excel, and other integrated data sources upgrade considerations sofi ai every single shot ai prompt now runs as the user that triggered the prompt instead of the system user if you are currently using sofi search on portal pages, that can now be updated to trigger sofi ai's new conversational multi turn experience microsoft intune the new intune integration capabilities that has improved performance and support multiple device types through data driven configuration, have been packaged up as part of a version 2 of the integration your existing intune configuration can run as is but we recommend to activate and run the next version when you are ready email notification if you are using email outbound notifications, email watermarks can be deactivated by the updating the application property notification email watermark enabled the watermark was initially implemented in the system to assist as a fallback in a scenarios where an email thread id or otherwise could not be used this was an outlier situation that meant that it was often ignored the reason behind this recommendation is that in situations where servicely is sending emails into another system the watermark and ticket references could conflict we would suggest deactivating this unless you use the need the watermark specifically general platform locale customization's date format now need to use yy instead of yy, to represent 2 digit year e g short date format needs to be dd/mm/yy in the locale customization to represent 25th november 2026 as 25/11/26 system configuration script "non production instance email job disable" has been updated to be "after clone record update" to also clear the global search sync state if you have modified the "non production instance email job disable" system configuration script prior to the upgrade to 1 11, you will need to check the skipped upgrade item for the script and apply the difference enhancements/fixes enhancements sofi ai introducing sofi ai's multi turn conversational and agentic ai capabilities powered by ai assistants running off llm models of your choosing the ai assistants can be classified into different type of assistants with each type able to mapped to an llm model of your choice this allows multi llm model support for your servicely implementation to optimise result and cost the out of box llm model configuration includes the latest frontier models from anthropic, openai, and google administrators can then select one of those llm models that their organisation are subscribed to, for their servicely implementation, ensuring access to the most capable available ai models the llm model configuration also support "reasoning effort" and will be applied to llm model that supports it the use of ai assistants are logged and provides approximate usage costs the ai assistants' usage are governed by the system ai spend rule numerous performance and security improvements platform, performance, security, scripting numerous performance improvements system configuration script of type "node startup" can now be configured to run only after an instance clone and/or after an instance upgrade scriptable range query functions are now supported one can now configure a field query on date / time fields such as "year to date", "last 3 weeks", etc the email client can now be enabled or disabled globally by platform administrators, providing a single centralised control that applies across all users and journal fields on the instance the availability of the email client can now be restricted to specific user roles, with the platform agent role set as the default sso logout for non default sso providers is now supported multi factor authentication can now be enforced for all locally authenticated administrator accounts, strengthening the security posture of servicely instances in alignment with zero trust security standards a platform level application property has been introduced to enable or disable the presence feature general performance related to presence has also been improved new system security log table storing information such as login attempts (success/failure), password reset requests, password updates (from form update by admin or using password reset), mfa factor verified and deactivated log retention is set by default to 30 days, modifiable via application property system security logs retention days security event logging has been significantly enhanced to capture a broader range of authentication, authorisation, and configuration change events, providing security administrators with the detailed audit trail required for incident investigation, regulatory reporting, and ongoing security monitoring cancelled queries are now logged into the systemslowquerylog linked the relevant report, user filter or menu query a number of commonly requested fields have been added to the base platform data model across cmdb, knowledge, contract, sla, workflow and user, reducing the need for custom field creation and providing a richer out of the box record structure listquery renderer property now correctly applies to the specific related list the date and time picker has been updated and allows for date and time selection without losing focus on the picker also supports more granular relative date filtering and improved duration calculations the platform now enforces configurable query timeout and row fetch limits to protect instances against long running or poorly formed queries queries that exceed configured thresholds are automatically cancelled, preventing resource exhaustion and ensuring consistent performance for all users improvements have been made to the pdf parser to produce more reliable and consistent text extraction across a broader range of pdf structures attachment file name validation will not check for suffix if the name does not have one long display values in the platform header are now truncated to one line with an ellipsis to prevent layout overflow global search results now display source indicators identifying where each result originates, i e work (itsm, etc), catalog, knowledge and other (group, location, etc) foreachpaginated() function introduced to improve aggregate query's performance by paginating the query this can be used instead of foreach() function on table query queryutils executebatchupdate() function introduced to facilitate batch updates with different criteria and update values and improve performance the function accepts an array of updatequery() objects table type field now supports wildcard search out of box support for hungarian language has been added improvement to display value cache checklist items can now be ordered using order field portal, general ui, knowledge, catalog, reports and dashboards knowledge articles now track view and usage counts, users can rate articles and provide feedback, and knowledge administrators can report on engagement metrics additional navigation improvements include collapsible sections and url based article linking to support browser history navigation navigating from the knowledge portal homepage to a knowledge article now supports the browser back button to take users back from the article view to the knowledge portal homepage the knowledge centre article listing order is now configurable articles can be sorted by creation date or last updated date, replacing the previous fixed alphabetical ordering to surface more relevant content for end users portal pages can now be configured to occupy the full browser viewport height and width, giving administrators greater control over portal layout for embedded views and full screen configurations bundlecatalogid variable is now available in catalog question's precondition, validation and default scripts to indicate during runtime, which bundle the question is part of, if any this allows for different behaviour such as a question as part of a question set included in both a bundle and a regular catalog item, to for example, show/hide depending on if the question is used/shown as part of a bundle or not if multiple questions are mapped to the same field on the target record but only one was answered, the answered question's label will still copy to the mapped field on the target record css styling can now be applied to read only fields on forms, enabling administrators to apply consistent visual styling across all field types in form layouts related list's "add/remove relations" modal now has its action buttons "add selected" and "add filtered" always displaying no matter how tall the modal is scheduled reports can now be configured with customisable file name formats, with the option to exclude or modify the timestamp appended to exported files subject and body fields on scheduled report configurations are now mandatory, preventing delivery failures caused by missing required values report data tables can now display column totals with a new method in the reportutilservice to be added to the post processing configuration, called reportutilservice addtotalsrowtotable(event any, mindecimalplaces? number); catalog item's "direct to link" now redirect users to the intended destination, straight from clicking on the catalog item's tile on the catalog homepage catalog item's "direct to link" function now support external urls new journal ui introduced, but disabled by default, unless activated through application property "system feature override view transform use combined journal" the new journal ui has new capabilities journal notification entries now display the channel through which the notification was delivered — such as email, teams, or whatsapp email and message metadata — including to, cc, bcc, and source — are now exposed, providing the foundation for richer journal entry displays messaging, integration, data import inbound emails sent with a bcc to a servicely connected mailbox now correctly populate the bcc field on the corresponding system email record, ensuring complete message metadata is captured for all inbound communications scim provisioning integration now supports custom attribute for a group the custom attribute can be mapped to a servicely field in the group table scim's general performance improvements outbound secrets can now be provided through custom http headers this is achieved through "custom" outbound token type the intune synchronisation process now prevents concurrent execution of multiple sync jobs for the same tenant, eliminating data conflicts and race conditions during overlapping sync operations the intune integration has been significantly enhanced making highly extensible in supporting other device types than do not come out of box memory efficiency, throughput, and overall sync reliability have also been substantially improved platform server side scripts can now parse excel and csv files using a new function formatteddatareader parsespreadsheet() the parsed result can be further processed such as importing them into an import table and running a transform post the import administrators can now set default notification preference for all users via application property notification default user preferences if the property is not set, the default is email notification preferences can be hidden for non admins so the users cannot change their preferences inbound emails classified as auto reply can now be processed, if the platform is configured accordingly survey notifications can now be sent to users through microsoft teams in addition to email, extending survey reach for organisations where teams is the primary communication channel and enabling higher response rates fixes platform, performance, security, scripting base permission for portal, dashboard, catalog category and items, risk assessments and question item, are no longer required as the base level security on those platform capabilities are now enforced outside of configurable permissions introduced new wrapper function slautilities processslas() to prevent concurrent sla on the same record date time filters now pick up the correct timezone better handling of classification loop when auto generating field's available value / choices keys, spaces in the available value's label, will be replaced with underscore characters in the key audit entries for certain field types are now displaying the correct display values list view with a reference field to a table that the logged on user does not have access to, now renders as expected the reference field displays as a column but with blank values better handling of copied html content from external sources such as microsoft word, so that spaces and newline characters are rendered as expected and not as the source code such as \  table operation's condition now have access to the correct viewaspect a user is currently viewing intelligent routing improvements for "last assignment" rule now correctly considers both busy and free agents, prioritizing the longest idle agent for "priority volume" rule prioritizes free agents before selecting the least loaded busy agent and ensures agents are part of the target group stricter validation to prevent assigning tickets to agents outside the designated group jobs now deactivates as expected when the deactivation comes through from a change set queries that have relationships as its first criteria now operate as expected field validation error message for multi line text field now correctly displays under the field open in new window option now works for all link dialogs in tinymce sla status cache used in rendering is now cleared correctly when needed change set picker now displays on smaller resolution screen intelligent routing now updates target record's assignee without running triggers to avoid duplicated notification workflow approvals now reject correctly for "percentage of approvals required" approval requirement type work activity's field changes function now correctly renders html content such as from client journal, without showing the html tags workflow approval activity now correctly resolves dynamic approvers from complex dot notation paths, including many to many relationships and nested paths through group records to user fields (e g , assignmentgroup manager) blank integer fields on lists, no longer shows nan multi reference field no longer escape display value characters such as angled brackets portal, general ui, knowledge, catalog, reports and dashboards portal ticket widget styling update so the view button does not obscure ticket's summary text display of name and description are now correct based on the respective toggles in the dashboard definition catalog item text will no longer overlap with other catalog element display in catalog homepage mapped catalog questions to journal fields now shows using default font on the submitted ticket's journal styling catalog item's definition's set fields functionality has been improved target record's default value will not prevent set fields from working classification field will retain its selection if a target record's field is mandatory, and selected in the set fields, then there needs to be a value assigned knowledge archival scheduled job is now moving knowledge articles marked for archival, to the correct archived status view aspect of a list, form or popout presented will only use the default view aspect if the requested view aspect does not exist catalog question with precondition of later order question is now shown/hidden as expected unicode characters are now displayed correctly in list reports switching between kanban boards now loads as the expected boards list report now works correctly even when it has reference field that references a non existent record list report now decodes non alphanumeric characters correctly related field queries, such as user > first name, on incident table, are now applied correctly onto list exports and list reports itsm agent dashboard improvements on the "my group's unassigned work" report's post processing script audit history's accordions now collapse correctly on firefox report drilldowns now work as expected even when default grouping is disabled related list's query builder now displays field or record pickers correctly for administrators, change set picker now has a dynamic width to cater for different languages service catalog header now loads as expected on browser windows/tabs that were opened from a different window/tab catalog question's label now supports backslash character messaging, integration, data import export max records limit is now calculated correctly for list export and scheduled list report knowledge approval email now correctly uses the knowledge article's title better handling of large email processing that includes better logging and mechanism to mark messages currently being processed improved email handling to better log handling if related record is not created and linked to the email record intune integration's software installation count is now running more efficiently intune integration's transform maps for devices' vendor reference, now correctly flags auto created vendors, as company of type vendor various template and context script fixes on number of out of box notifications, notification providers and messaging templates, across incident, itsmrequest, and hr scim group member synch now performs as expected, irrespective of group membership sizes errors on teams messaging are now correctly logged onto the systemmessage table teams message performance improvements sending a teams message no longer impact record save that triggers it bot installation attempt now runs asynchronously to avoid impacting record save that triggers it email address override now runs case insensitive matching on email addresses any further questions? if you have any questions or any concerns regarding the upgrade, please don’t hesitate to reach out to our customer support team system administrators can do this by logging onto our support portal https //support servicely ai