What’s new at InvGate Service Management

Subflows in workflows can now be selected dynamically based on conditions or field values, instead of being predefined. This makes workflows more flexible and reduces the need for duplicated workflow logic when handling multiple paths. From v8.6 onwards on Pro and Enterprise plans.

→ You'll love it if your workflows have multiple execution paths.

Database and cloud software CIs from InvGate Asset Management are now available as asset types within InvGate Service Management. This lets you link requests to these assets, track their history, and include them in CMDB relationships and impact analysis. From v8.4 onwards on all plans.

→ You'll love it if you track databases or cloud subscriptions as assets.

When a major incident is created or updated, Service Management now generates an announcement draft automatically. Agents can review, edit, publish, or dismiss it, and all announcements remain linked to the incident for full traceability. This helps teams communicate faster and more consistently during high impact situations. From v8.2 onwards.

→ You’ll love it if your team struggles to keep users informed during major incidents or wants more consistent incident communications.

When agents work on a request, the system suggests similar open and closed cases based on context, description, and category. Agents can review summaries and reuse past solutions with one click, reducing resolution time and duplicated work. From v8.3 onwards. Early Access, cloud only.

→ You’ll love it if your service desk handles repetitive issues and wants to reuse knowledge without formal documentation overhead.

Workflows can now assign or remove Asset Management tags as part of their actions. This enables end to end automation triggered by user requests, and keeps asset classification consistent. From v8.3 onwards.

→ You’ll love it if your organization relies on workflows to automate asset related actions across teams.

Admins can now control whether conversations with the virtual service agent are visible inside the requests they generate. This helps align request visibility with privacy or internal compliance policies. From v8.2 onwards.

→ You’ll love it if your organization needs tighter control over conversational data inside tickets.