What’s new at InvGate Service Management

From the workflows list, open the burger menu on any workflow to see its full version history — version numbers, creation and modification dates, deploy dates, and the user responsible for each action. Export any version as an .sdw file for audit or backup. From v8.16 onwards on Pro and above plans.

→ You'll love it if your post-incident reviews for broken workflows always start with "does anyone know when this was last changed?"

Two new reports of AI Hub give administrators full visibility into how AI is performing across the organization. Your CIO mandated 20% "deflection" and 50% adoption of AI. The VSA report shows deflection by category; the AI Functionalities report flags which L1 agents never touch AI suggestions, so you retrain the agents to use suggestions instead of guessing. From v8.13 onwards for the VSA report, and v8.15 onwards for AI Functionalities, on all plans.

Your security policies, processes, and key knowledge is stored in PDFs. An employee asks the VSA, "Can I turn off encryption?" and it now gets the context to answer from the PDF instead of returning nothing because it wasn't all written in an KB article. PDF files attached to knowledge base articles are now included in the indexing used by AI-powered features. The content of those PDFs is now part of the context to the Virtual Service Agent and Solution Recommendations. No additional setup is required. From v8.14 onwards on all plans.

An onboarding workflow fires 6 Azure AD actions (create user, add groups, assign license). Save the credential once and apply it to all 6 steps instead of pasting the secret into each step. When configuring a Built-in Action Connector in a workflow, you can now save your credentials once and apply them automatically to every other step that triggers actions in the same tool, without re-entering the credential on each step. From v8.15 onwards on Pro and Enterprise plans.

A change request form auto-loads today's date in the "Change Request Date" field so teams logging same-day emergency changes no longer need to enter it at all, this also reduces errors in date selection. Date and Date-Time fields in workflow forms can now be pre-populated with the current date dynamically. That way, the field loads with today's date each time the form is opened. From v8.15 onwards on Pro and Enterprise plans.

A web service step may return affected servers as "SRV01,SRV02,SRV03", for example. SPLIT breaks that string into a list so the workflow loops and opens one task per server, not a single blob. The Formula step now includes a SPLIT function that breaks text values into a list using any separator you define. This makes it possible to process comma-separated values, multi-item strings, or structured outputs from external tools connected to your workflow. Combine it with web service steps to handle dynamic lists from external systems like SharePoint or other APIs. From v8.15 onwards on Pro and Enterprise plans.