What's New Enterprise Service Management - 2026.1

this topic details all the new features and enhancements of products , line of business (lob), and , in release version 2026 1 legend feature or enhancement that is a delivered idea to view the idea, click the idea number what’s new in ivanti neurons for itsm 2026 1 (saas) agentic ai platform saas only agentic ai is a multi agent system designed to enhance ivanti neurons for itsm and related workflows to achieve goals with minimal human oversight you can use textual prompts and natural language prompts to interact with them for self service users, agentic ai actively plans, reasons, and executes complex, multi step tasks the feature offers deeper integration with itsm, including direct chat based actions and context awareness this ai solution transforms itsm by automating complex workflows, providing intelligent assistance, and integrating deeply with ivanti’s platform, maintaining strict security and compliance standards the key capabilities of the feature are knowledge search and incident deflection agentic ai can search across vast, configurable knowledge bases and return well formatted, contextually relevant answers using retrieval augmented generation (rag) this helps to reduce ticket volume incident agent enables fully automated incident creation using natural language service request agent dynamically selects the appropriate request template based on the user’s prompt and submits the request automatically q\&a service allows to ask queries such as checking active incidents, incidents created last week, their status, the status of a specific incident id, and more live agent handoff configurable options to transfer conversations to human agents when necessary for more information, refer to agentic ai https //help ivanti com/ht/help/en us/ism/2026/admin user/content/agenticai/agentic ai htm modern layout and designer experience for ivanti service management idea 1604 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/working with the analyst/about ivanti service management portfolio ui v3 htm modern detail views (form views) are not yet generally available and will be added in future releases support for microsoft graph api for exchange calendar configuration idea 323 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/calendar/exchange calendar configuration htm governance, risk and compliance enhancements platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/servicedesk/neurons for grc/create or edit a risk htm project and portfolio management enhancements platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/servicedesk/neurons for ppm/using resource capacity htm 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/servicedesk/ppm/portfolio management htm added a closed status to the resource plan business object for more information, refer to adding information in the overview section https //help ivanti com/ht/help/en us/ism/2026/admin user/content/servicedesk/ppm/creating new project htm#project adding information on the overview section and adding or editing a phase https //help ivanti com/ht/help/en us/ism/2026/admin user/content/servicedesk/ppm/adding editing phase htm 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/servicedesk/ppm/creating new project htm#project adding information on the details tab updated the demand manager role to use the same resource plan form view available to project managers and portfolio managers improved incident correlation feature platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/aitsm/ai configuration hub htm ai summarization feature supported for all business objects platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/aitsm/ai configuration hub htm self service portal v3 enhancements platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/localization/localizing live data htm 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 https //ivanti ideas aha io/ideas/in4itsm i 2888 and 777 https //ivanti ideas aha io/ideas/in4itsm i 777 for more information, refer to about request offerings https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/self service management/about request offerings htm 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 https //ivanti ideas aha io/ideas/in4itsm i 2999 for more information, refer to working with page settings home page https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/self service management/working with page settings htm user experience improvements platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/integrations/itsm neurons integration htm the project section of the ipaas integration now includes a link to the ipaas documentation neurons software inventory integration apis upgrade to v2 apis platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/importexportdata/import discovery data from neurons htm improved search functionality idea 812 platform saas 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 semantic search is a preview feature in this release to enable this feature and submit feedback, contact your account manager clone business object idea 2169 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/businessobjects/cloning a business object htm to ensure system integrity, this feature is only available in non production environments in cloud environments for on premise, this feature requires enabling the enableclonebo feature flag when cloning a business object with metadata locked properties, the clone is treated as a custom object and will not retain the locked permissions of the original this enables configuration flexibility while preserving upgradability composite actions – internal chaining of results platform saas 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 workflow variables idea idea 2865 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/workflows/workflow variables htm refresh action for quick actions idea 1559 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/quickactions/graphical action designer/common actions/ui action htm#refresh tab customize knowledge base collection visibility idea 2579 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/teams/integrating microsoft teams with ivanti neurons for itsm htm customize feedback card idea 3080 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/teams/integrating microsoft teams with ivanti neurons for itsm htm dashboard enhancements idea 1387 platform saas and on premises option to switch to dark mode in dashboard is available for more information, refer to ivanti service management portfolio ui v3 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/working with the analyst/working with the ivanti service management portfolio ui v3 htm 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/dashboards/dashboard v2 htm localization supported extended idea 2973 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/localization/setting up languages htm support is for unpopulated culture only and not ivanti provided l10n ldap import idea 499 platform saas 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 https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/importexportdata/ldap settings htm support is for unpopulated culture only and not ivanti provided l10n other updates data import connections deprecated features platform saas and on premises the file on shared folder and ftp connection type features are deprecated as communicated earlier in release 2025 4 announcements https //help ivanti com/ht/help/en us/ism/2025/release notes/content/announcements htm customers who prefer to use ftp, we recommend switching to secure ftp (ssh) for more information, refer to secure ftp (ssh) https //help ivanti com/ht/help/en us/ism/2026/admin user/content/configure/importexportdata/data import connections htm#secureftp