What’s new at InvGate Service Management

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.

Your IT team can automate onboarding with a new template (complete with subflows, tasks, conditionals and suggested integrations). Instead of having to design hardware, access, and provisioning steps from scratch, the employee onboarding workflow template has been updated to reflect new and improved capabilities. It now includes more sophisticated steps like subflows, tasks, and conditionals out of the box, giving teams a more complete starting point. From v8.15 onwards on Pro and Enterprise plans.

A new "End-User Delegated Approvals" setting allows administrators to specify which users appear in the delegation list when an end user schedules an absence. End-User Absences is now generally available with this feature. Available in v8.12 across all plans.

→ You'll love this if you want to let end users delegate approvals to anyone in the directory.