What's New

AITSM - Auto-Translation

Platform: Cloud

•Field-Level Translation is an auto-translation feature which uses AI to automatically detect the user's logged in language and translate the content of field type HTML. This helps users to access content in their preferred language by selecting the language from the dropdown, making the experience more personalized and inclusive.

•Localization Workbench Auto-Translation support allows administrators to use translation using AI for the selected strings in the localization workbench. The default translation is generated by OpenAI model. Also, custom models like Google translate, DeepL, Azure translate are supported which can be configured by the administrator.

For more information, refer to AI Configuration Hub.

Write Assist

Platform: Cloud

•Field-Level Write Assist feature provides assistance to enhance content in HTML-based text fields like description, resolution and others in different workspaces like Incident, Problem, Knowledge etc. When enabled, it adds the AI Text Suggestion button to the HTML field's control properties. Users can click this button to improve the content they have entered in the text field.

•Email Assist - this feature is an AI-powered tool designed to help users to quickly generate email drafts. When the feature is enabled, it adds the Email Assist button to the email form and users can click this button to generate an email draft automatically.

For more information, refer to AI Configuration Hub.

Teams Bot - Improvements

Platform: Cloud and on-premises

•Localization support - option to interact with the Teams Bot in your preferred language is supported. The chatbot displays localized content for the selected language, and if the selected language is not supported, then it defaults to English.

For more information, refer to Enable chat with Support.

•Knowledge Base and FAQ pagination - Teams bot suggests relevant knowledge base (KB) articles and FAQs before you proceed with creating a support ticket. This feature helps users to access the right content which in-turn helps reduce support volume and improve self-service efficiency.

For more information, refer to Using MS Teams Bot.

Improved Chat user interface

Platform: Cloud and on-premises

The Chat user interface is enhanced for a better experience.

•Administrators can configure the Chat interface to provide a seamless and consistent user experience across the product.

•Analysts can toggle a switch to enable or disable the chat functionality.

•Three new Quick Actions - Create Work Order, HR Case, and Security Incident is introduced.

For more information, refer to Chat Configuration, Customizing Create HR Case Quick-Action, and Customizing Work Order Quick-Action.

Microsoft Teams Bot - Improved cache management

Platform: Cloud and on-premises

The caching strategy used for Microsoft Teams Bot is enhanced to support both VM-based and containerized environments effectively.

For more information, refer to Integrating Microsoft Teams with Ivanti Neurons for ITSM.

Configuring Teams Bot Messages

Platform: Cloud and on-premises

To address performance and scalability limitations caused by row-level constraints in the existing Microsoft Teams integration workspace table, the table has been split into three logically segregated tables. One-line definitions have been provided for each item within these new tables.

For more information, refer to Configuring Teams Bot Messages.

Microsoft Teams Task Module

Platform: Cloud and on-premises

Option to render a custom web page within Microsoft Teams is supported. For this, the tenant ID must now be added as a valid domain in the app manifest through Microsoft Teams Developer portal.

For more information, refer to Integrating Microsoft Teams with Ivanti Neurons for ITSM.

Project and Portfolio Management Enhancements

Platform: Cloud and on-premises

The following enhancements are made to the line of business for PPM (Project and Portfolio Management):

•Project Phase tab is read-only - The Project Phase tab in the Resource Plan workspace is now read-only and available for reference only. Any updates to a Project Phase must be made through Project Phase workspace.

•New field in Demand workspace - A new field named Resource Estimated Effort is added to the Demand workspace to help improve the resourcing estimation and calculation.

•Tab display names updated - In the Resource Plan workspace, the Link Phase on Selected Resources and Link Project on Selected Resources options are moved to Action menu > Resource Linking.

•Add new Resource Plans status - You can now set the status of a Resource Plan to Completed. Once set, the fields in the Resource Plan can no longer be edited.

•Enhanced Employee business object - A new tab called Projects is added to all Employee business objects.

•Roll-up functionality - If you link resources to the Project Phase or Resource Plan business objects, those resources will roll-up to the parent Project workspace.

•Additional options in the Create Task form - New fields are added to the Create Task form in both the Project workspace and Project Phase workspace.

For more information, refer to Creating a Demand, Using Resource Capacity, Creating New Project, and Assigning Resource in a Project Phase.

Soft Lock

Platform: Cloud and on-premises

The Soft Lock feature restricts editing of certain metadata components within a Business Object, while still allowing limited modifications. Some properties are locked to support future enhancements, whereas others remain editable to avoid disrupting your ongoing work. Any changes you make to the editable properties will be preserved and not overwritten by future updates.

For more information, refer to Business Objects.

Extended languages

The following languages are supported at platform level as a culture but do not include OOTB translations:

•Hebrew (Self Service UI V3 only)

•Catalan

The following language is supported at platform level as a culture and includes OOTB translations:

•Canadian-French

For more information, refer to Setting up Languages.

Self Service portal V3 enhancements

Platform: Cloud

The following enhancements have been made to improve the user experience:

•The Exit button in Page Designer now navigates directly to the Configuration console.

•In the Service Catalog, truncated descriptions now include a More link to display the full content.

•The Self Service search bar now supports customization of font color and text background for improved visual consistency.

•The Ivanti Branded Loader is removed from the Self Service workspace.

•Border, Border Radius, and Padding is removed from Service Catalog icons.

For more information, refer to Working with the Page Designer.

Anonymous User Access Control

Platform: Cloud

You can control anonymous users' access to request offerings and Knowledge Base articles by creating custom landing pages in the Self Service Mobile UI V3 interface.

For more information, refer to Setting up Anonymous Login.

Clear Cache

You can clear server cache using a PowerShell script shared in the document. You can use this PowerShell script on macOS and Linux supported enviornments.

For more information, refer to Performance.

Memory Support for Android: Devices

Platform: Cloud

The Android ITSM and ITAM app now supports devices with a 16 KB memory page size, expanding compatibility to a broader range of Android devices.

For more information, refer to Mobile App.

Data Purging

Platform: Cloud

This Ivanti controlled service automatically removes records older than the default retention period from the Workflow History and Logs tables for Cloud customers.

For more information, refer to Purge Only.

Unified app-based registration

Platform: Cloud and On-premises

Starting with the 2025.4 release, the integration between ITSM/ITAM Cloud and the Neurons Platform will be upgraded to support OAuth 2.0 authentication. This change enhances security by establishing a more robust trust relationship for API integrations.

The existing authentication method will be deprecated from 2025.4, with extended support available until the 2026.1 ITSM Cloud release. To maintain your integration, a one-time app registration is required in the Neurons Platform Integration configuration in the ITSM Admin UI.

For more information, refer to Neurons Platform Integration.

Azure AD Employee Connector

Platform: Cloud and on-premises

The Azure AD Employee Connector using ITSM Webscript-based import is now deprecated. The extended support for this feature will be available only until 2026.1 release. To ensure continuous operation, you are required to migrate your existing integration to the new Entra ID import connector in the ITSM Configuration console > LDAP Integration > Entra ID Import.

Microsoft Entra Integration

Platform: Cloud and on-premises

Filtering groups: Filtering users by groups is supported for Azure Entra ID, allowing administrators to select one or more groups and apply additional filters to easily view and manage associated users.

For more information, refer to Microsoft Entra Integration.

Change Password Restriction

Platform: Cloud and on-premises

Administrators can disable the Change Password feature for external Single Sign On (SSO) users.

For more information, refer to Authentication Configuration.

Advanced Filtering Capabilities

Platform: Cloud and on-premises

With the OData API you can apply advanced filtering capabilities with Nested expressions using parentheses `()`, and chained logical operations with `AND` and `OR` operators.

For more information, refer to Get Business Object by Filter.

HTML tags no longer explicitly blacklisted

Platform: Cloud and on-premises

HTML tags that were blacklisted in earlier versions are now supported and can be whitelisted for use. This update activates the global constant to enable sanitization of HTML support by default.

For more information, refer to Configure Allowed Tags and Attributes.

AITSM

Localization support is extended to AITSM features based on the locale selected by the user.

This enables users to experience the application interface in the language of their choice.

The elements that can be localized are:

Static UI elements including button labels, hyperlink labels, hover-over text (tooltip, info icons), popup messages, field labels, messages in conversation with co-pilot, dates, numbers, and user entered content based on the selected locale.

You can translate your content based on your selected locale. Turn on the Translation Service (Beta) in the AI Configuration Hub, it currently translate the content with the help of Open AI model.

For more information, refer to Configuration Hub.

Ticket Classification

Ticket Classification feature leverages ITSM’s AI services to predict and categorize service tickets eliminating the dependency on Neurons.

For more information, refer to Ticket Classification using AITSM.

Neurons Platform Integration

A centralized OOTB experience is provided by consolidating the integration features into a single space where you can configure settings directly in the Configuration console, minimizing the dependency on Operations team.

Key updates include:

•URL-based connections are set up using the Client-Based Connection option.

•Features are managed through the Options menu.

•Integrations are configured via Manage Connections.

For more information, refer to Neurons Platform Integration and Neurons Bot.

Simplified Expression Editor

Simplified Expression Editor is available in Business Rules and Stored Expressions.

With this, users can leverage the low-code interface and easily define business rules without the need for understanding complex syntax and expressions.

For more details information, refer to Simplified Expression Editor.

GDPR policy

Option to anonymize data such as ex-employee or ex-customer personal information is available. This feature enables an organization to comply to the General Data Protection Regulation (GDPR) guideline of not anonymizing employee or customer data that is no longed needed.

This is in Beta phase in ITSM 2025.3 release.

This feature is non-reversible. Once anonymized, it cannot be undone. Proceed with caution.

For more information, refer to Anonymize Personal Identity Information with GDPR.

REST API Metadata Response

The GetBusinessObjectMetadata API is designed to return the response payload in JSON format. It returns the metadata of Business Object with more specific information that helps developers make educated design decisions and efficiently utilize the API.

For more information, refer GetBusinessObjectMetaData.

Data Matrix

Support for Data Matrix scan codes is provided for both ITSM and ITAM.

With this, asset information can be scanned and captured more accurately. Additionally, maintains compatibility with all bar code types that are currently supported.

For more information, refer to Mobile app.

Import Discovery Data

Support to import macOS devices when using importing data using Ivanti Neurons Discovery is provided, ensuring complete and accurate device information.

For more information, refer to Import Discovery Data from Ivanti Neurons.

Microsoft Entra Integration - Custom Domain

Option to customize URL when importing users through Entra ID Integration is provided. This gives you the flexibility to setup the Graph API endpoint as per the region/nation cloud your business operates.

For more information, refer to Microsoft Entra Integration.

HTML Field Sanitization

Support for specific HTML tags and attributes, such as <object> in HTML type fields across business objects is provided. Common use cases include Incident, Knowledge, and Problem. This feature allows users to embed custom HTML content safely.

For more information, refer to Configure Allowed Tags and Attribute.

Log Data Archival

Log data archival capability is expanded to automatically clean-up audit and transaction queue tables in the database. This improves system performance by reducing storage usage.

For more information, refer to Archiving Business Objects.

RBVM-ITSM Integration

The RBVM-ITSM integration is improved by providing the following additional filter settings:

•Pre-populated filter settings - helps in auto-populating data based on existing configuration.

•Extended list of filter-specific operators - gives users more flexibility and control when importing data.

For more information, refer to RBVM-ITSM Integration.

Microsoft Teams Bot

The following enhancements have been made to improve the user experience:

•Improving the button usage.

•Minimizing redundant command messages simplifying service request processes.

•Providing quick access to detailed ticket information.

For more information, refer to Using Microsoft Teams Bot.

Service GuardRail

During the runtime, if a workflow is leading to an infinite loop, option to suppress the workflow by deleting the respective event and logging the information is provided.

For more information, refer to Using Workflow and Default Global Constants.

Data Retrieval

The following enhancement has been made to improve attachment accessibility:

•View Attachment Details – Once the system loads the results, you can view attachment details for each record directly.

•Parent and Child Record Support – Attachments are displayed for both parent records and their corresponding child records, ensuring comprehensive visibility across related data.

For more information, refer to Working with Data Archival.

Workflow Stability

The following enhancements have been made to Workflow Priority:

•Workflows initiated by Quick Actions and Triggers support the High Priority setting. Scheduled Entries continue to work as a regular priority.

•All Service Request submissions with associated workflows are queued as a high priority. Once queued, the workflow uses the priority defined in the Request Offering.

For more information, refer to Using Workflows and Creating a Request Offering.

Exclude Data Archival

The following capabilities have been added to support data archival management:

•Exclude Records from Archival – you can manually exclude specific records from being archived.

•Reset Exclusion Status – you can include previously excluded records back into the archival process.

•View Records by Archival Status – you can view records basis the archival status

For more information, refer to Woking with Data Archival.

Wait Workflow Block

Negative values are not allowed in the workflow task input fields.

For more information, refer to Wait Workflow Block.

Importing Large Packages

The following updates are made to improve the package import experience:

•Dedicated Workspace for Large or Time-Intensive Imports – The workspace is now available for importing packages that are expected to take more time or are large in size.

•Supports Smaller Packages – This can be used to import packages smaller than 30 MB.

For more information, refer to Importing Large Packages.

Global Dashboard Filters

The following enhancements have been made to Dashboard V2:

•Global Filter Selector – A new filter selector is added which allows you to filter data across all widgets simultaneously.

•Unified Filtering – Global filters provide a consistent and streamlined view of the data.

For more information, refer to Dashboard V2.

Self Service portal V3 enhancements

Inbound and Outbound emails can be viewed in the Notes section of the Self Service portal Details page.

For more details, refer to Managing Incidents.

Support to fallback to classic UI - Administrators can choose to fallback to classic form offerings UI for using some of their complex form offering layouts in Self Service UI V3.

Classic form offering UI may not work as desired with smaller screen sizes such as mobiles and tabs.

For more details, refer to Edit a Service Request Form.

Metadata Package - Self Service page settings can exported/imported as metadata along with banner images and icons which can be packaged and deployed across tenants for a seamless experience.

For more details, refer to Working with Page Settings.

•Support of HTML enabled Description fields in List Component of request offering.

•URL redirection from Service Catalog deep links.

•Ability to Hide “Close Incident” button from form offering using visibility rules.

•“tostring()” vs “toString” function support for backward compatibility.

•Localization Support for HTML module.

For more details, refer to Working with Page Settings.

Watchlist

Option to remove pinned items or Business Objects from Watch List is provided.

For more details, refer to Watch List.

Custom Business Object for Mobile Analyst portal

Support of Custom Business Object (BO) in My Items – Custom BO in My Items is supported.

In the Self Service V3 portal, customization of My Items details page is not supported. However, if the custom BO is configured which has relationship with Notes, Emails and Attachments; it will honor the metadata and display the results.

For more details, refer to

Configuring custom business objects for the Mobile Analyst portal.

Incident Correlation

Incoming incidents are grouped into clusters based on the issue summary and description which helps Service Desk users understand related incidents and resolve incidents faster and more efficiently.

For more details, refer to Configure Correlated Incidents and Working with Correlated Incidents.

iPaaS recipes

Ivanti has published pre-built recipes in Workato Community Library. Anyone can leverage these recipes and customize them for their business needs.

For more details, refer to Ivanti Pre-built Recipes.

Microsoft Entra Integration

The Azure AD Connector released in version 2024.4, is rebranded as the Entra ID Connector, with the following enhancements:

•Support for importing Organizational Units, ensuring more efficient and structured data synchronization.

•Improved import filter conditions offer greater flexibility and granularity, allowing admins to refine the data being imported with precision.

•Supports On-Premises Extension Attributes, expanding its compatibility and integration capabilities.

For more details, refer to Microsoft Entra Integration.

ITSM Neurons Platform

ITSM and Neurons tenants can be integrated for a seamless centralized experience without the involvement of the Operations team. With this, ITSM Administrators can manage the integrations from the Configuration console ensuring a streamlined and user-friendly experience.

For more details, refer to Neurons Platform Integration.

The following enhancements have been made to Workflow Management:

•Workflow Priority Feature – You can now set workflows as high priority, ensuring they are executed before other workflows in the queue that are not marked as high priority.

•High Priority Workflow Execution – Workflows marked as high priority will be processed before regular workflows.

•Limited Scope – This feature applies only to changes made directly to a business object record. Service Requests and Schedule Entry are not supported and will run as Regular Priority workflows.

•UI Update – A new "High Priority" checkbox and info icon have been added when adding or editing workflows, making it easier to configure priority settings.

For more details, refer to Workflows.

The following updates have been made to Picklist Configuration:

•DB Timeout Issue Resolution – A DB timeout issue can occur when creating records like Incident, Service Request, Change, or Task, where the Owner is constrained by the OwnerTeam using the "DisplayName of Employee with LoginID value by Team" Picklist. This issue is now fixed.

•Picklist Configuration Update – The Picklist configuration has been updated to include a null check for the OwnerTeam, matching the OOTB configuration. This resolves the timeout issue.

This update ensures the proper functioning of the OwnerTeam constraint, avoiding DB timeout errors.

For more details, refer to Improving System Performance.

The following enhancements have been made to Survey Embedding:

•Survey Embed Support – Surveys can now be embedded in emails if they are configured with one of the following question types:

•Single Line Text

•Multi Line Text

•Radio Button

•Check Boxes

•Smiley

•Expanded BO Support – Embedding surveys is now supported for all Business Objects (BOs). Currently, it is supported for Incident and Service Request.

•Publish Button Enhancements – A new Publish button allows you to publish surveys as a web link or embed them in an email, as per the updated UX mockup. Outlook Support – Surveys embedded in emails are now fully supported for Outlook.

For more details, refer to Configuring Survey.

Clone dashboard

You can now clone existing dashboards with a temporary name that can be modified. The cloned dashboard will contain all the same content and configuration as the original.

For more details, refer to Dashboard V2.

Ability to rename the existing LOB for Chat with Support

The following enhancements have been made to Chat Configuration:

•Rename LOB Routes – Service Desk Managers can now rename out-of-the-box LOB (Line of Business) routes to customize the chat system according to their organization’s needs.

•Customizable Chat Analyst LOB Mapping – The Chat Analyst LOB mapping workspace is now customizable, allowing users to modify existing LOB names.

•Updated Self-Service Chat Screen – The renamed LOB values will be reflected on the Self-Service (SS) chat initial screen, as configured by the user.

•Updated Teams Bot for Chat with Support – The renamed LOB values will also appear in the Teams bot for the "Chat with Support" option.

•Chat Routing – When a user clicks on these renamed LOB values, the system will route the chat to the respective analyst, following the existing chat routing flow.

•For more details, refer to Configuring Chat.

Neurons for HR

The following enhancements are made to the confidential HR Cases:

•Confidential Participants are managed from the Confidential HR Group.

•Removing a user from the Confidential HR Group removes them from all Active HR Cases.

•Administrators no longer have default Confidential Case visibility.

Localization

Localized is extended to HR Analyst workspace.

•Fully localized HR workspaces for Analyst.

•Content translations for ITSM-supported languages.

•Updated translations and localization strings.

The option to request for password reset using Forgot Password will be disabled by default.

Administrators can enable this if required.

For more details, refer to Secure Password.