What’s new at InvGate Service Management

Setting up a custom field or workflow variable for a CI now starts with choosing the family it applies to and the relevant filters, including new subtype and manufacturer filters for cloud assets, then updating a single field instantly instead of waiting on a full sync. From v8.20 onwards on all plans. Cloud and on-prem. No configuration needed, existing setups migrate automatically.

Employees reaching out over Slack now find the Virtual Service Agent waiting there too: deflecting from your knowledge base, guiding request creation, tracking via cards, and approving or rejecting directly from Slack. From v8.19 onwards on all plans. Cloud and on-prem. Custom field support for CI type and attachments is not yet available.

A workflow or category with a CI field used to be a dead end for the Virtual Service Agent, forcing a fallback to the web portal. Now it pre-selects a CI when a user names a device, respects your field configuration for type, status, owner, location, and tags, and supports single or multiple selection exactly as configured. Works across MS Teams, in-app chat, and WhatsApp. From v8.18 onwards on all plans. Cloud and on-prem.

The conversation box on tickets created from a Virtual Service Agent chat now has a cleaner, more readable layout. Click "View conversation" to see it. From v8.18 onwards on all plans. Cloud and on-prem.

Retiring outdated content, or working on an article before it's ready, no longer means choosing between publishing early or deleting it outright. New Draft and Archived statuses join Published: Draft is the default for new articles, and Archived retires a published one from circulation, both hidden from search, the self-service portal, ticket deflection, and AI features until an editor moves them back. From v8.18 onwards on all plans.

Migrating a knowledge base, or bringing in existing documentation, just got simpler. Upload one or multiple files, or use CSV with inline HTML, to bring up to 100 in at once, landing as drafts for review. From v8.20 onwards on Starter and above plans. Cloud and on-prem.