What’s new at InvGate Service Management

Call GET /api/v1/wf.request with a request ID to get its header, process status, every visited step, and the form and variable values captured along the way, filterable by step or variable. Integrations with ticketing or process-control tools, and per-request audits, no longer need to fall back to a scheduled Data Export. From v8.22 onwards on Pro and above plans. Cloud and on-prem.

→ You'll love it if building an integration or an audit trail means waiting on a scheduled Data Export to see one request's workflow data.

Requests search now understands boolean operators, so you can combine and refine terms instead of scanning through everything that loosely matches one keyword. From v8.20 onwards on all plans. Cloud and on-prem.

→ You'll love it if you've had to run three separate searches to rule out results a single AND/OR/NOT query would have excluded.

Add the new participants variable to any notification template, and every email includes who's involved in the request: customer, agent, help desk, collaborators, and observers, each with their role. C-level and external stakeholders who never open the portal can finally see who they're replying to, instead of replying blind and risking a comment meant for the internal team. From v8.22 onwards on all plans. Cloud and on-prem.

→ You'll love it if an external stakeholder has ever replied to a request notification without knowing who else was reading it.

Configure OAuth 2.0 for a web service action directly from its authorization overlay in Workflows or Automations, without setting up global credentials first. If the credential fails, edit it or re-request access without leaving that panel. From v8.19 onwards on all plans. Cloud and on-prem.

Clean up a form field before it moves downstream: strip stray spaces from an email (TRIM), remove dashes from a product code (SUBSTITUTE), or pull a ticket number out of a comment (REGEXEXTRACT). From v8.19 onwards. Calculate a date relative to another, like two days before a due date (DATE_SUBTRACT(due_date, 2, "days")), or add time in the other direction (DATE_ADD), from seconds up to years. From v8.20 onwards. Remove duplicate values from a list, like roles synced from SharePoint, case-sensitive, before it moves downstream (UNIQUE). From v8.18 onwards. On Pro and Enterprise plans. Cloud and on-prem.

Automating a step that touches Jira, Azure DevOps, JotForm, Rippling, ClassLink OneSync, Asana, ClickUp, HubSpot, PandaDoc, Greenhouse, Dell, Workday, or ADP no longer means scripting a custom web service call for each one — Built-in Action Connectors now cover all thirteen natively. From v8.18 and v8.20 onwards on Pro and Enterprise plans. Cloud and on-prem.