What's New Enterprise Service Management

Platform: Cloud and On-premises

We’re excited to announce the General Availability of our new modern Layout and Designer experience in Ivanti Service Management, designed to streamline and personalize user experience. With this release, Administrators can now have an ability to create new Layouts where they get to choose between three dynamic views - Grid View, Kanban View, and Gallery View (Card View) for flexible ticket management. These new views integrate seamlessly with your existing detail screens and are fully opt-in, letting you tailor your interface to fit your needs. Additionally, administrators will benefit from a brand-new designer experience, empowering even greater customization and control over how information is presented to their teams.

For more information, refer to About Ivanti service management portfolio UI V3.

Modern Detail Views (Form Views) are not yet Generally Available and will be added in future releases.

Platform: Cloud and On-premises

Administrators can now use the Microsoft Graph API for Exchange calendar configuration to sync with Office 365 calendars.

For more information, refer to Exchange Calendar Configuration.

Platform: Cloud and On-premises

The web service script integration now supports ECMAScript 6 (ECMAScript 2017 and later), providing enhanced performance, stability, and access to modern scripting capabilities. Script authors should follow these migration tips:

•Always declare variables with let or const.

•Avoid using undeclared or implicit globals.

•Replace older constructs such as with, arguments.callee, or octal numbers.

•Review loops and closures that rely on var hoisting.

•You can now use ES6+ features such as arrow functions, template strings, and async/await.

•If your script fails to run, check for errors like “ReferenceError: variable is not defined”—this usually indicates a missing let or const declaration.

For a complete list of supported features, refer to the features given in Jint 4.4.1 for ECMAScript 2017 and later.

Platform: Cloud and On-premises

The following enhancements are made to the line of business for GRC (Governance, Risk and Compliance):

•Introduced a new Risk Category hierarchy, aligning with common and leading Risk Management Frameworks such as NIST RMF, NIST CSF (2.0), ISO 31000, and COSO ERM.

•Enabled reporting on executive-level risk types and operational risk management based on risk categories and sub-categories.

For more information, refer to Create or Edit a Risk.

Platform: Cloud and On-premises

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

•Improved the Employee workspace by adding the Primary Project Role field in the Overview section. This ensures clarity and consistency across views, and improves transparency for project and resource managers when viewing resources. The field displays a resource's default project role when they are added to Project, Project Phase, or Resource Plan workspaces.
For more information, refer to Using Resource Capacity.

•Enhanced the Portfolio workspace by updating the Available Budget and Allocated Budget calculations and field labels under the Finances tab. Demand Planning field names have been changed and Demand Budget estimation improved, making it easier for Portfolio Managers to estimate and forecast demand budget costs.
For more information, refer to Working with Portfolio Management.

•Added a Closed status to the Resource Plan business object.
For more information, refer to Adding Information in the Overview Section and Adding or Editing a Phase.

•Introduced project notification workflows in the Project business object. This automated workflow triggers and sends an email notification to the Project Owner or Project Sponsor when a project is at risk or off track.
For more information, refer to Adding Information in the Details Tab.

•Updated the Demand Manager role to use the same Resource Plan form view available to Project Managers and Portfolio Managers.

Platform: Cloud

The following enhancements are made to the Incident Correlation feature:

•Boundary option to define the criteria for grouping incoming incidents into clusters.

•Whitelist Filtering to exclude incidents containing specific keywords from forming clusters. This is useful for skipping less important incidents.

•The Incident Correlation dashboard now shows a flag icon with the count of newly reported incidents since your last visit.

For more information, refer to AI Configuration Hub.

Platform: Cloud

The AI summarization feature has been extended to support all Business Objects including custom objects. As a result, the name of the card in the AI Configuration Hub has changed from Incident Summarization to Business Object Summarization.

For more information, refer to AI Configuration Hub.

Platform: Cloud and On-premises

•Customers can now create and upload custom language files to add or update translations in Neurons for ITSM and Self Service Mobile, eliminating the need to raise a service ticket. Admins can navigate to the Localization Workbench and select the dropdown for Application Strings to get started.
For more information, refer to Localizing Live Data.

•You can configure Service Requests to allow users to edit, cancel, reopen, request again, or escalate them after submission. This flexibility helps accommodate changes or corrections while maintaining full control over the request lifecycle - Idea 2888 and 777.
For more information, refer to About Request Offerings.

•The Options window displays all available filters, including Favorites, Most Popular, and Pending Approval, with a searchable Rec ID dropdown and automatic filter application when selecting URLs Idea - 2999.
For more information, refer to Working with Page Settings - Home Page.

Platform: Cloud and On-premises

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

•In the Neurons Platform Integration window, synchronization can be monitored in the Device Sync Status section, which shows the number of devices and software items imported.
For more information, refer to Neurons Platform Integration.

•The Project section of the iPaaS integration now includes a link to the iPaaS documentation.

Platform: Cloud and On-premises

Asset Administrators can verify asset data by viewing the list and count of licensable software imported from Neurons in the Licensable Software tab, with software updates reflected in ITSM after device synchronization.

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

Platform: Cloud

Search experience is enhanced ensuring faster and easier access to relevant information. You can now type any part of a word, for example "bene", to find items containing “benefits” without using an asterisk. Searches will also return related terms, so typing “PC” will display results for “computer,” “laptop,” and “desktop.” You no longer need to use special symbols or exact phrases; just type naturally.

This functionality depends on AI and is only available when an AI package has been purchased and enabled.

Platform: Cloud and On-premises

Clone Business Object feature allows you to quickly create a new business object using an existing one as a template, retaining key configurations such as fields, layouts, grids, forms, and rules. This capability significantly reduces setup time for similar objects, like new CI or Employee types. While relationships up to one level can be cloned, roles, workflows, and named relationships must be configured manually.

For more information, refer to Cloning a Business Object.

Platform: Cloud and On-premises

Composite actions now execute in a deterministic order, ensuring each step runs in sequence. With this enhancement, composite actions support internal chaining of results, allowing data from one action to be used by subsequent actions within the same workflow, the use of ephemeral variables. This eliminates the requirement to write variable values/results to a database field during execution. This capability enables administrators to build more powerful, multi-step processes without manual intervention, improving automation and flexibility for complex workflows.

Platform: Cloud and On-premises

Workflows now support workflow variables, allowing quick action blocks within the same workflow instance to share data at runtime. Variables persist until the workflow completes and are not stored in business object fields. Use the Update Stored Values and Variables block to create workflow variables and the GetWorkflowVariable() function to read them. Currently, only the Text data type is supported; for numeric or date-time values, store as text and cast as needed.

For more information, refer to Workflow Variables.

Platform: Cloud and On-premises

UI actions now support an integrated Refresh Record option, eliminating the need for users to click the toolbar refresh button manually. You can configure this action with optional confirmation messages and parameters such as delay and custom text, ensuring that updates made by quick actions or workflows are immediately visible.

For more information, refer to UI Action Quick Action.

Platform: Cloud and On-premises

Customers can now control which Knowledge Base (KB) collections are available in Microsoft Teams. Administrators use object permissions to apply filters that allow or restrict specific KB content for Self Service users. For example, you can hide articles about company policies and procedures while keeping other collections visible. This update helps administrators tailor KB collections to align with organizational policies and compliance requirements.

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

Platform: Cloud and On-premises

Administrators now have the ability to enable or disable the MS Teams Bot Feedback Card. By default, the Feedback Card is disabled.

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

Platform: Cloud and On-premises

•Option to switch to dark mode in Dashboard is available.
For more information, refer to Ivanti Service Management Portfolio UI V3.

•Dashboard Chart Colors are now configurable. For values defined in a pick list, those values can now be individually defined per row or a palette can be chosen for the entire pick list. For non-pick list values, for example dates, only a palette can be chosen.
For more information, refer to Dashboard V2.

Platform: Cloud and On-premises

Bahasa Melayu/Malay language is now supported in the application. ms-MY is the character code.

For more information, refer to Setting Up Languages.

Support is for unpopulated culture only and not Ivanti provided L10N.

Platform: Cloud and On-premises

For LDAP import in ITSM, the Import Groups checkbox allows you to import both users and groups, ensuring that all groups from the selected sample entry are synchronized.

For more information, refer to Configuring LDAP Settings.

Support is for unpopulated culture only and not Ivanti provided L10N.

Platform: Cloud and On-premises

The File on Shared Folder and FTP Connection Type features are deprecated as communicated earlier in Release 2025.4 - Announcements.

Customers who prefer to use FTP, we recommend switching to Secure FTP (SSH). For more information, refer to Secure FTP (SSH).