What’s new at InvGate Service Management

Knowledge Base articles with DOC or DOCX attachments now hand that content over to the AI features that already read your KB text, like the Virtual Service Agent, so a policy created in a Word doc can improve ticket deflection without you reformatting a single article. Content is extracted automatically when you attach a file and removed the moment you delete it, extending the same handling already in place for PDF attachments. From v8.22 onwards on all plans. Cloud and on-prem.

→ You'll love it if half your knowledge lives in Word docs

The Knowledge Base list gets a collapsible category panel in the sidebar, in both the agent portal and the Self-Service Portal, so you can browse articles hierarchically instead of scrolling a flat table. It works alongside the existing column filter, and your panel preference is saved for next time. From v8.22 onwards on all plans. Cloud and on-prem.

→ You'll love it if you need to find Knowledge Base articles quickly.

Open the version history panel of any workflow, pick a previous version, and restore it as the current draft, ready to review or deploy. Unlike exporting and reimporting, a restore keeps your reporting continuity intact instead of starting a brand-new workflow. From v8.21 onwards on Pro and Enterprise plans. Cloud and on-prem.

→ You'll love it if a bad deploy has ever sent you rebuilding a workflow from scratch

Add a NinjaOne Built-in Action Connector to any workflow and pull organizations, devices, alerts, activities, users, locations, or installed software, or get a single device by ID, with every action read only. From v8.22 onwards on Pro and above plans. Cloud and on-prem.

→ You'll love it if triaging a device alert means tabbing over to NinjaOne to confirm details before you can act on the ticket.

Open the Test section of any Web Service or Built-in Action Connector stage and export a .txt log of every execution in reverse chronological order, with date and time, method, URL, response status, duration, and who triggered it. Failed runs include the error detail, so you can review what an integration sent, and got back, without digging through logs by hand. From v8.21 onwards on Pro and Enterprise plans. Cloud and on-prem.

→ You'll love it if debugging a failed integration means recreating the exact ticket that triggered it to see what got sent.

Combine several Users-type variables into a single list, then use that list as the source for a dynamic subflow, so approvals assigned to people gathered from more than one step in your process can run in parallel instead of one at a time. Before this, dynamic subflows accepted a plain list of strings, so approvers pulled from different steps had no way to merge into one iteration. From v8.21 onwards on Pro and Enterprise plans. Cloud and on-prem.

→ You'll love it if a process needs parallel approvals from people spread across more than one step, and dynamic subflows accept nothing but a single flat list.