What's New - Enterprise Service Management

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 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. Custom models such as Google translate, DeepL, and Azure translate are supported which can be configured by the administrator.

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 is an AI-powered tool designed to help users 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.

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.

•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.

•Microsoft Teams Task Module - 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.

Task Module is not optional, it's mandatory from 2025.4 release for all the customers (both OOTB and upgrade).

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.

Platform: Cloud and on-premises

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

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.

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.

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.

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

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.

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.

Platform: Cloud and On-premises

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.

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.

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.

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 Configuration console. For more information on how to perform app registration, refer to the online help.

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.

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.

Platform: Cloud and on-premises

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

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.

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.

Platform: Cloud and on-premises

You can enable the Workflow Definition business object for specific administrator roles, enhancing the Logs workspace with workflow-related navigation and metadata actions.