> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/product-updates/readme.md).
# Product Updates
{% updates format="full" %}
{% update date="2026-07-21" tags="new-releases,improvements,fixes" %}
## July 21, 2026
### Automated Privileged Access Reviews
We've added a Privileged Access Review agent that autonomously audits admin and elevated permissions across your connected applications on a recurring schedule. For each user identified, the configured application owner - or your IT admin as a fallback - receives an interactive review request in Slack, Teams, or email where they can approve or revoke access without leaving their messaging app. The full cycle from audit to revocation is handled by the agent, removing the need for manual spreadsheet-based reviews.
### Add Individual Assets Without a CSV
You can now add a single asset directly through the Assets page using the new **Add asset** button, alongside the existing CSV import option. This makes it straightforward to register one-off hardware or equipment without preparing a file upload. Both workflows - manual entry and bulk import - are accessible from the same place.
### Richer Context in Access Approval Messages
We've improved app access approval notifications in Slack and Microsoft Teams so that approvers see the contextual fields they need to make informed decisions without switching to another tool. Admins can now configure which fields appear in each approval message, drawn from a supported set of request and requester attributes. This reduces back-and-forth and speeds up approval decisions.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* Slack service catalog forms open as inline modals again instead of redirecting to the portal
* Expanded variable picker in response templates with clearly labelled sections for ticket and reporter fields
* Human-parked tickets no longer auto-resolve after two hours
* Clearer attribution in the Triggered Agent column for all ticket creation paths
* Onboarding tickets now correctly display manager name and employment type
**Harmony Agents (Pre-Built)**
* Harmony Bot can now answer employee questions about device enrollment dates
**Custom Agents & Workflows**
* MDM List Devices block now paginates through all results, fixing truncated device lists for large fleets
* Workflow ticket blocks now hide platform-managed and routing fields by default for a cleaner experience
* Workflow template bracketed path variables now preserve correct data types across all steps
* Billing events for completed workflows are no longer silently dropped
**Asset Management**
* Filter assets by specific integration instance when multiple accounts of the same type are connected
* Iru device deep-links now resolve to the correct domain and regional subdomain
* Country flags for employee locations now resolve from structured data, fixing mismatched flags for US cities
**Applications & Software Management**
* TestRail is now available as a managed integration with user, role, and license visibility
**Main Service Desk Agent**
* Linked Jira ticket statuses now surface inside Harmony tickets without switching to Jira
* ServiceNow tickets with external categories now receive correct automatic classification
**Dashboard & Metrics**
* Faster and more consistent permission enforcement with near-real-time propagation of role and scope changes
**General & Integration**
* SAP SuccessFactors time-off sync now fetches only the upcoming two-week window, reducing data volume by \~98%
* Apideck time-off requests now fetched using a targeted date range and approved-status filter
* Bidirectional sync toggle now reliably propagates to all outbound sync mapping rules
* Confluence spaces picker loads automatically using saved credentials - no re-entry required
* Freshservice ticket imports now paginate past the 10,000-ticket limit reliably
* ITSM integration ticket syncing no longer saturates database connections under parallel load
{% endupdate %}
{% update date="2026-07-19" tags="new-releases,improvements,fixes" %}
## July 19, 2026
### Import Historical Zendesk Tickets
You can now import your past Zendesk support tickets directly into Harmony from the management console. This makes historical ticket data available for auditing, reporting, and continuity without affecting any live operations. You can also target a specific sub-desk when running imports, giving you finer control over where tickets land.
### Workvivo as a Knowledge Base Source
We've added Workvivo as a supported Knowledge Base source, bringing your employee-experience content directly into the support workflow. During setup, a space picker lets you choose exactly which Workvivo content to import, so only the most relevant material surfaces to your agents and employees.
### Primary Data Source Per Application
You can now designate one authoritative data source per application, eliminating conflicting metrics when multiple integrations - such as your IdP, MDM, or spend tool - report data for the same app. Admins choose which source takes precedence, and every team sees the same consistent numbers from that point forward.
More improvements
**Ticketing, Service Desk & Self-Service Portal**
* AI Insights re-classifies tickets automatically when title or description is updated
* Ticket cards in the portal now clearly distinguish "Updated" from "Created" timestamps
* Support tickets can now hold up to 1,000 comments without errors
* Ticket results display as rich interactive cards inside support chat
* Accurate knowledge base article count now shown in Smart Deflection Assistant
**Harmony Agents (Pre-Built)**
* Service catalog accuracy is now measured as part of the conversation evaluation pipeline
* Copilot correctly reports EDR status using the right asset ID during device lookups
* AI agent no longer activates on internal ITSM system notes or message edit events
**Custom Agents & Workflows**
* Workflow health monitoring flags broken dependencies automatically in real time
* Sleep block pauses workflow execution for minutes to days with durable, restartable timers
* Inbound HTTP webhook trigger generates a unique URL and passes the full request body to workflow steps
* Automatic failure notifications route to a Slack or Teams channel when a workflow fails
* Workflow versions now support human-readable notes to track what changed
* Unified run history for all agents now visible from a single Agents page tab
* Trigger fields in the workflow builder now show autocomplete and validate against the selected event type
* OTP identity verification blocks available for secure employee checks inside workflows
* IdP groups from Entra, Okta, or Google Workspace can now be assigned as workflow approvers
**Asset Management**
* Asset Purchase Policies can now be scoped to specific device models, not just vendors
* Device enrollment date is now visible in the asset management view
* Manual sale price can be set on assets directly from the Update Asset workflow block
* Bluetooth and USB peripheral devices now classified correctly instead of appearing as Unknown
**Applications & Software Management**
* Cisco Meraki and Juniper Mist available as new Networking integrations
* Rippling HRIS account can now be connected via API token in integration settings
* Cornerstone OnDemand LMS connected to AI agents for automated learning management tasks
* Jira and Atlassian direct integration now available without a third-party connector
**Main Service Desk Agent**
* Step tracker and real-time streaming now work correctly inside Microsoft Teams
* Chatbot returns a clear actionable message instead of failing silently on long ticket descriptions
* Multi-tenant helpdesk agent supports cross-tenant employee lookup and asset data
**General & Integration**
* 40+ new identity management actions available across Okta, Entra, Google Workspace, JumpCloud, and Active Directory
* Native HRIS workflow blocks added for HiBob, Workday, SAP SuccessFactors, and Shapes HR
* MDM workflow blocks available per provider: JAMF, Intune, JumpCloud MDM, and Kandji
* Jenkins jobs can now be triggered directly as a step inside agent workflows
* DocuSign envelope sending and status tracking available as workflow blocks
* Google Workspace now supports multiple tenant connections from a single Harmony account
{% endupdate %}
{% update date="2026-07-12" tags="new-releases,improvements,fixes" %}
## July 12, 2026
### Outlook Calendar Prevents Ticket Stranding
You can now connect Microsoft Outlook Calendar to Harmony's availability system so tickets are automatically rerouted when an agent is out of office. Harmony detects OOO events directly from Outlook via Microsoft Entra and updates each agent's availability status in real time - no manual status changes needed. This brings full parity with the existing Google Calendar OOO integration and extends it to cover automatic ticket dispatch for Microsoft 365 organisations.
### Restrict Catalog Forms to Specific Agents
You can now lock individual Service Catalog forms so that only designated agents - and Platform Admins - can see and submit them. This gives you immediate, fine-grained control over sensitive catalog items without waiting for full role-based access control to be in place. Configure access per form directly from the Service Catalog settings.
### Workflows Get Loops, Sub-Flows, and HTTP Blocks
You can now build significantly more powerful automations with three new workflow capabilities shipped this week. A `for_each` block lets you iterate over a list and execute steps for each item - ideal for bulk notifications, multi-ticket processing, or record enrichment. A new **Run Workflow** block lets you call any existing workflow as a sub-step, so you can compose modular, reusable logic instead of duplicating it. HTTP request blocks and code execution blocks are also now available inside agent workflows, enabling agents to call external APIs and run custom logic as part of any automated process.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* Approval outcomes now posted as internal notes directly in the ticket thread
* Edit approvers on in-progress approvals without cancelling or restarting
* Admins can cancel or override pending approvals from the portal
* Filter service desk tickets by watcher in the tickets table
* Restrict email ticket creation to an approved sender and domain allowlist
**Harmony Agents (Pre-Built)**
* Knowledge base search accuracy restored after a mid-May configuration regression
* Region-aware KB retrieval surfaces country-relevant articles more reliably
* Larger image attachments (up to 8 MB) now auto-compressed and processed by AI
**Custom Agents & Workflows**
* New data and utility blocks: dataset ops, datetime, list manipulation, AI analysis, calendar scheduling
* Test and execute individual workflow blocks in isolation without a full run
* Workflow activity lifecycle events now logged directly on ticket timelines
* Bulk-delete or duplicate workflows via new API endpoints
* Configurable output formats for the AI Analyze block
**Asset Management**
* Firstbase remote equipment integration now available in the Asset Management module
* Microsoft Intune AutoPilot devices surfaced in inventory with In Stock status before enrollment
* New Mobile Connectivity asset type available in UI and CSV import
* Warranty description now shown inline on asset detail pages
* Asset URLs preserved across MDM syncs - bookmarks and shared links no longer break
**Applications & Software Management**
* Applications and Assets table sorting now places empty values at the bottom
* Faster filter switching on the App Users tab with no freeze on large user counts
**Main Service Desk Agent**
* Catalog form ticket creation is now faster and more deterministic - two intermediate processing steps eliminated
* Portal thread messages now appear in real time and display on the correct side
* Smarter email threading with CC watcher support for email-based service desk intake
**Dashboard & Metrics**
* Click number widgets to navigate directly to the relevant filtered view
* Asset Management dashboard components now render correctly at enterprise scale
**General & Integration**
* Shapes HR and Greenhouse Onboarding now available as native HRIS integrations
* Bitbucket OAuth integration available for user provisioning in onboarding workflows
* Procurement tools (ZipHQ, NetSuite, Mesh Payments) grouped in a dedicated SaaS Procurement section
* Freshservice now discoverable under both Knowledge Base and IT Service Management categories
* Integration selector dropdowns now display friendly names instead of internal UUIDs
{% endupdate %}
{% update date="2026-07-05" tags="new-releases,improvements,fixes" %}
## July 5, 2026
### Custom Fields in Workflows
You can now read and write custom fields on People, Assets, and Software entities directly within your workflows. Custom fields are automatically included in the output of the **Get Employee**, **Get Asset**, and **Get Application** blocks - with human-readable field names, types, and configuration details - so downstream steps have everything they need without extra lookups. Two new blocks let you update these fields as part of any automation. Refer to our [documentation](/product-updates/readme.md) for setup details.
### FreshService Multi-Workspace Sync
You can now select multiple FreshService workspaces to sync within **Settings → Integrations**, ensuring tickets from all your workspaces are visible in Harmony - not just the default one. Teams managing several business units or regions in FreshService no longer need to choose which workspace to surface.
### Cancel Ticket Approvals Cleanly
You can now cancel an approval requirement on a ticket without it counting as an approval or denial. Previously, once a manual approver was added, the only options were to approve or deny - there was no neutral exit. Desk managers can now remove the requirement entirely at any point before a decision is made.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* Data set selector custom fields now available on assets, employees, and applications
* Restrict assignee selection to unassigned-only when moving conversations between desks
* KB Insights now generated from historical ITSM ticket imports (ServiceNow, Jira SM, Freshservice)
* AI-detected article update recommendations reviewable directly from the KB dashboard
* Duplicate KB insights are refined in place rather than regenerated across analysis runs
**Custom Agents & Workflows**
* Add a Wait for Event block to pause workflows until a matching external signal arrives
* Workflow dependency tracking automatically records which desks, integrations, and entities each step uses
* Cron-triggered workflows now fire more reliably with stronger guarantees against missed or duplicate runs
* Dynamic variable expressions now supported in GitHub workflow block permission fields
* List-type fields (e.g. approvers) set via variable now resolve correctly at runtime
**Asset Management**
* Assigned employee email address included as a dedicated column in asset CSV exports
**Applications & Software Management**
* NetSuite native integration surfaces user activity, roles, and license utilization in the Applications page
* Avoma available as a new AI category integration for license and org data
* Manually set application statuses (e.g. Ignored) no longer reset during background syncs
**Main Service Desk Agent**
* IT Copilot can now create new support tickets in addition to looking up and updating existing ones
* AI agent uses Slack and Teams channel names to better interpret contextual requests
* Ticket escalation and updates now work correctly across conversations, not just the current session
**Dashboard & Metrics**
* Dashboard widget filters and timeframe now correctly preserved when drilling down to underlying data
**General & Integration**
* Pause an ITSM integration without losing credentials or configuration - resume exactly where you left off
* Namely HR integration now available for employee directory sync
* DKIM verification for custom email domains can now be retried without contacting support
* NetSuite misconfigured date columns detected and flagged at setup time, not silently on first sync
* Microsoft 365 sign-in log collection resumes correctly after pagination token expiry
{% endupdate %}
{% update date="2026-06-28" tags="new-releases,improvements,fixes" %}
## June 28, 2026
### JumpCloud SSO Events in Harmony
You can now connect Harmony to JumpCloud and ingest SSO login events for real-time visibility into your identity and access activity. Harmony pulls events from JumpCloud's Directory Insights API, normalises them as `USER_AUTHENTICATION_SSO` events, and includes a 90-day historical lookback from the moment you connect. This brings JumpCloud into line with the other identity providers already supported, giving you a unified view of authentication across your environment.
### Cascading Filters on Service Catalog Fields
You can now configure cascading filters on data set selector fields in the Service Catalog form builder, so the options shown in a dropdown are automatically narrowed based on what a user selected in another field. Multiple cascading filters can be stacked on a single field, letting you apply several source-field constraints at once. This keeps catalog forms relevant and reduces noise for end users filling out requests.
### List GitHub Teams and SAML Identities in Agents
We've added two new blocks to the Custom Agent Builder for GitHub: **List Organization Teams** retrieves all teams with parent/child relationships and permission levels, while **List Organization SAML Identities** surfaces the SAML `nameId` for every member - making it reliable to correlate GitHub users with your corporate directory even when employees have no public email set. Both blocks handle pagination internally so you always get complete results in a single step.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* New "Pending – On Hold" status for tickets that are paused without conflating other pending states
* Resolution Date column and filter now visible in the tickets table view
* Filter and sort tickets by last updated time, reflecting only meaningful activity
* Ticket commenters are automatically added as watchers on the tickets they engage with
* Add any active employee as a ticket watcher, not just desk members or admins
**Harmony Agents (Pre-Built)**
* Asset Purchase Agent is now fully configurable, supporting both event-driven and scheduled end-of-life procurement flows
* Agent out-of-office status syncs automatically from HRIS and Google Workspace to keep assignments accurate
* AI Service Desk Agent can now reclassify ticket types without manual intervention
* Triggered Agent field on tickets and requests links directly to the specific agent run
**Custom Agents & Workflows**
* New Await for Event block pauses a workflow until an external event occurs before resuming
* Bulk upsert dataset records in a single workflow step, replacing chains of individual upsert operations
* Run or rerun workflows using any specific historical version of their definition
* 30 new per-provider identity management actions added for leading identity providers
* Inspect incoming trigger payloads as the first step in workflow run history
**Asset Management**
* Automated end-of-life asset detection block lets workflows proactively query for expired assets
* Asset purchase eligibility checks can be automated directly within procurement workflows
* Asset purchase details and estimated price exposed as variables in the workflow builder
* Display read-only asset metadata inline on service catalog forms for end-user context
* Memory, Battery Health, and Estimated Price now available as portal display fields
**Applications & Software Management**
* Connect Looker directly to Harmony for license and usage insights
* Salesforce, Zendesk, Intercom, and Figma now available as direct integrations
* Direct app links added to the Unauthorized Applications report for faster navigation
* Clearer visual indicators flag contract line items not linked to any application
**Main Service Desk Agent**
* Copilot can now update ticket fields directly during a conversation via tool calls
* Copilot widget is now draggable and renders correctly on mobile and smaller screens
**Dashboard & Metrics**
* Desk admins can now create, edit, and delete dashboards without platform-admin access
* Per-API-key Claude usage and USD cost breakdown for granular Anthropic budget visibility
**General & Integration**
* Connect ZipHQ to automatically sync vendor contracts, terms, values, and renewal dates
* Wait for DocuSign Envelope block pauses a workflow until a document reaches a terminal state
* Workflow integration blocks now support up to 300-second execution time, up from 30 seconds
* Attach images to broadcast announcements for delivery across email, Slack, and Teams
* Microsoft Outlook and Teams now available as direct Harmony integrations
{% endupdate %}
{% update date="2026-06-21" tags="new-releases,improvements,fixes" %}
## June 21, 2026
### Create Jira Issues from Custom Agents
You can now add a Jira block to your custom agent workflows, letting agents create Bugs, Stories, or Epics in your connected Jira workspace without any manual handoff. The block supports custom fields, assignee and reporter configuration, and returns a direct browse URL to the created issue so agents and end-users can navigate straight to it. Jira Service Management actions are also now available inside the Custom Agent Builder, making it possible to interact with JSM entirely from Harmony's workflow canvas.
### GitHub Operations in Workflow Builder
You can now use a comprehensive set of GitHub operation blocks when building custom agents, enabling automation of GitHub organisation management, repository access, and CI/CD workflows directly from the workflow canvas. Combined with the expanded Active Directory create-user block - now supporting significantly more attributes in organised sections - your onboarding and provisioning workflows can go further without leaving Harmony.
### Control Which Apps Accept Access Requests
You can now set each application's **Access Request** status to **Available** or **Unavailable**, giving IT admins precise control over what employees can request. The AI assistant and app access request agent will only offer provisioning or access options for applications you've explicitly made available, preventing unsupported or unlicensed apps from entering request queues.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* Location-based asset filtering shows employees only stockroom items at their office
* Desk members can fill designated catalog fields on a ticket after submission
* Custom ticket fields can be set directly inside Create Ticket and Update Ticket workflow blocks
* Service Catalog form field order now matches exactly what is configured in the form builder
* One-click option to start a new conversation when a thread is locked to an existing ticket
**Harmony Agents (Pre-Built)**
* AI-generated resolution guidance surfaces deflectable, self-serviceable KB articles from ticket history
* SDA can now locate and act on terminated employees during offboarding workflows
* Built-in agent names, subtitles, and descriptions updated to be clearer and more consistent
* Agent introductions now mention only the departments your organisation has enabled
* Custom welcome message for your AI agent can now be set from agent configuration settings
**Custom Agents & Workflows**
* For-Each workflow step now supports up to 1,000 items, up from 100
* Richer workflow version history with naming, AI-assisted navigation, and flexible publishing controls
* AI category insights (auto-tags, classification signals) now accessible inside agent workflows
* Copilot can now run agents on your behalf directly within the Copilot interface
* Custom agents can be triggered directly from the ticket sidebar without leaving the conversation
**Asset Management**
* Contract values auto-calculated from the sum of their line items
* Richer asset details pre-filled automatically when selecting a device in a form
* Asset sale price mode now respected correctly; prices no longer display as N/A
* Accurate pricing for ABM-enriched assets; manual overrides are no longer ignored
**Applications & Software Management**
* Custom fields now available on Application records for flexible data capture
* Category and source filter display on the Applications page corrected
**Main Service Desk Agent**
* KB insights and knowledge base now queried in parallel for faster, more relevant responses
* Out-of-office agents automatically skipped during Round Robin and Least Loaded assignment
* Slack welcome message updated to be open-ended rather than listing fixed request categories
* AI agent responses grounded in resolved-ticket insights now clearly attributed as such
**Dashboard & Metrics**
* Employee Adoption Rate widget now available on the dashboard, visualised week over week
**General & Integration**
* JumpCloud employee status and last login now synced and surfaced in Harmony
* NetSuite contract and purchase order sync now available as an integration
* Configurable field mapping overrides for Microsoft Entra employee sync
* Historical ticket import from external ITSM platforms (JSM, Freshservice) with deduplication
* More reliable email delivery with per-tenant rate limiting and automatic retry on failure
{% endupdate %}
{% update date="2026-06-14" tags="new-releases,improvements,fixes" %}
## June 14, 2026
### Bulk Move Tickets Between Desks
You can now select multiple tickets and move them to a different desk in a single action. A guided modal walks you through the transfer, saving significant time when reorganising work or reassigning queues across your support teams. Ticket transfers also now correctly suppress unintended notifications during bulk operations like data migrations.
### Live Agent Progress Updates in Slack
You can now see real-time status indicators in Slack while the Service Desk Agent processes your request. Instead of waiting in silence, a live indicator appears beneath the bot immediately and updates at each step - so you always know what Harmony is doing and when to expect a response.
### Full Approval Activity in the Audit Log
We've added approval activity to the ticket audit log, giving you a complete, chronological record of every approval interaction without leaving the ticket view. The timeline captures all key stages of the approval lifecycle, and message editing is now automatically locked during active approvals to prevent content from changing mid-decision.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* Custom fields can now be scoped by ticket type (Incident or Request) across all desks
* Satisfaction surveys now appear inline in portal ticket threads for easier responses
* Mark announcements as read in the portal to keep your feed focused on unreviewed updates
* Send announcements to users via email in addition to in-portal delivery
* Conditional question visibility now works correctly in JSM service desk forms
**Harmony Agents (Pre-Built)**
* Group Membership Management Agent now configures Google and Okta independently
* KB Agent now surfaces video links and stays focused on knowledge base content
* Copilot chat is now accessible to Agent and Observer roles, not just Admins
* Copilot threads now auto-generate titles for easier navigation
**Custom Agents & Workflows**
* Version history added to the workflow builder - save, preview, and publish named versions
* New SOAP Request block lets workflows call SOAP/XML-based web services
* Execute Code block is now available directly inside the workflow builder
* HTTP Request block now routes securely to on-premises systems via proxy tunnel
* Microsoft Entra user management blocks now available for identity automation in workflows
**Asset Management**
* Richer field selectors in Custom Agent Builder now surface live asset inventory values
**Applications & Software Management**
* More accurate Microsoft 365 app activity data with corrected collection and mapping
**Main Service Desk Agent**
* Copilot agent now available inside replicated Slack channel threads
* Service Catalog Agent now accepts conversational form responses without friction
* Copilot responses are smarter: correct desk/team distinctions and reliable error handling
**Dashboard & Metrics**
* Resolved ticket counts per assignee in reports are now accurate after category changes
* Copilot conversations now included in quality evaluations with intent and resolution analysis
**General & Integration**
* NetSuite ERP integration now available for syncing contracts, vendors, and spend data
* ServiceNow knowledge base articles now available to AI agents alongside other KB sources
* Teams bell notifications now deep-link directly to the relevant conversation in the portal
* Identity provider groups now re-sync automatically after reconnecting an integration
* SAP SuccessFactors profile images now sync correctly into employee profiles
{% endupdate %}
{% update date="2026-06-07" tags="new-releases,improvements,fixes" %}
## June 7, 2026
### ServiceNow Actions Inside Custom Workflows
You can now connect Custom Workflows directly to ServiceNow, letting agents create, update, and query ServiceNow records as part of any automated support process. A full set of ServiceNow action blocks is available in the Workflow Builder, covering incidents, requests, and interactions. You can also choose whether chatbot conversations sync to ServiceNow as interactions, giving you control over how data flows between platforms. Refer to our [documentation](/product-updates/readme.md) for the full list of available blocks.
### Centrally Manage Secrets in Workflow Builder
You can now store API credentials and sensitive values in a dedicated Secret Manager and reference them directly inside the HTTP Request block - no more hardcoding secrets into workflow configuration. Secrets are encrypted at rest and resolved securely at runtime, so plaintext values are never exposed. This makes it safe and straightforward to connect workflows to any external API that requires authentication.
### Filter Tickets by Type Across All Views
You can now filter your ticket lists by ticket type across All Desks, individual desks, and the Other view. This makes it faster to zero in on incidents, requests, or any other type of work without scrolling through unrelated tickets. The filter is consistent across all views, so your working context stays predictable wherever you are in the platform.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* Time picker field available in Service Catalog forms for capturing specific hours and minutes
* Ticket event notifications now appear inline inside conversation threads in Slack, Teams, and portal
* Auto-close reminders now shown as an inline pill inside the relevant ticket thread
* Satisfaction surveys no longer sent for tickets originating from external ITSM systems
* Service catalog form flow fixed: pre-filled forms now display correctly and submission is streamlined
**Harmony Agents (Pre-Built)**
* AI agent can now automatically extract company context from your website URL
* Service Desk Agent now recognises and supports requests across all departments, not just IT
* App access request flow improved: agent checks the service catalog before routing to policy selection
**Custom Agents & Workflows**
* Code Block step added to agent and workflow builder for inline custom logic
* Six new ServiceNow Workplace Service Delivery blocks available for workspace provisioning in agent builder
* Send DocuSign documents for e-signature directly from Custom Agent flows
* Approval blocks now auto-generate a Switch block for outcome-based routing
* Workflows can now create tickets on behalf of employees without requiring self-submission
* Unified date operators available across both workflow triggers and If/Else blocks
**Asset Management**
* Former Assignee field now automatically tracks previous asset owners
* Custom fields now available for Assets and Employees in platform settings
* Apple Business Manager syncs no longer overwrite manual asset record changes
* Duplicate serial number errors in CSV import now surface a clear, actionable message
**Applications & Software Management**
* Application Insight stat widgets now available in the dashboard widget library
* Dashboard application insight widgets now show counts consistent with the main applications page
**Main Service Desk Agent**
* Harmony Copilot introduced: AI assistant available platform-wide for IT support via natural conversation
* Copilot responses improved with richer context, cleaner output, and graceful error handling
**Dashboard & Metrics**
* Enterprise user counts corrected - previously overstated by up to 46× in activity metrics
* Time-series report visualisations now display complete datasets without unexpected gaps
* Login statistics now update reliably across all tenants
**General & Integration**
* Greenhouse ATS integration now available alongside existing HR and productivity tools
* Harmony MCP integration now supports a wider range of AI tools and environments
* Siit ITSM integration available directly from integration settings
* Jira Service Management export fixed for agent-type OAuth accounts
* Jira status sync now falls back to transitions API when project-admin permissions are unavailable
* Okta sync now uses randomised backoff to handle API rate limits reliably
* Announcement notifications in Slack and Teams improved with consistent emoji labels and a new Invitation type
{% endupdate %}
{% update date="2026-05-31" tags="new-releases,improvements,fixes" %}
## May 31, 2026
### Send Notifications from Your Own Domain
You can now configure Harmony to send email notifications from your own custom domain instead of the default `notifications@harmony.io` address. This gives employees a more recognisable, branded experience every time they receive a support update. Refer to our [documentation](/product-updates/readme.md) to get your domain configured.
### Trigger Custom Agents on SLA Breaches
You can now automatically trigger a custom agent the moment a ticket breaches its SLA, so your escalation workflows fire exactly when they need to. Two distinct SLA breach triggers are available in the agent builder's trigger dropdown under the Tickets group. Previously, teams had to poll or manually intervene - this removes that gap entirely.
### Unified AI Tool Spend and Usage
You can now connect ChatGPT (OpenAI), Claude (Anthropic), and Microsoft Copilot to Harmony as direct integrations, giving you a single view of AI tool consumption and cost broken down by employee, department, and application. Harmony pulls real usage data from each vendor's API, so figures reflect actual consumption rather than flat seat estimates. Refer to our [documentation](/product-updates/readme.md) to connect your AI tools.
More improvements
**Ticketing, Service Catalog & Self-Service Portal**
* AI tagging now applies to manually uploaded PDFs, with retroactive tagging of existing content
* AI Insights column in the Knowledge Base table shows tag pills per article with hover detail cards
* Filter Knowledge Base articles using AI-generated insight dimensions
* Priority column in the customer-facing portal ticket table can now be hidden
* Approval override buttons relabelled to "Approve for all" / "Deny for all" for clarity
**Custom Agents & Workflows**
* Time-based triggers for new-hire and termination workflows support offsets of N days before or after the event
* Individual workflow steps can be set to continue even when they fail, preventing one error from halting the run
* Timer node now supports delays of up to 365 days, up from 7; remaining wait time shown in run history
* Type-aware field controls in custom agent blocks reduce misconfiguration when building automations
* Ticket attachments accessible via the Get Ticket block's output for use in downstream workflow steps
**Asset Management**
* Company-wide asset purchase policy configurable from Settings, including pricing methods and payment options
* Asset Management settings reorganised into Notifications and Policies tabs for easier navigation
* Purchase Date and Order Number columns added to the Assets list for procurement tracking
**Applications & Software Management**
* GitHub direct integration pulls licence and usage data from your organisation's GitHub account
* AI tool integrations (ChatGPT, Claude, Copilot) surface spend and usage broken down by employee and department
**Main Service Desk Agent**
* Configurable guardrails let you enable, disable, or add custom behavioural restrictions for your Service Desk Agent
* Requests section added to navigation with a Conversations tab covering every AI-resolved interaction, not just tickets
* Direct link to the corresponding external ticket shown in panel and full view for outbound-synced tickets
**Dashboard & Metrics**
* Six new request-based dashboard widgets capture AI-resolved conversations alongside ticketed work
* CSAT widget now displays the response count the score is based on, with an explanatory tooltip
* Resolution labels in reports now use clearer, consistent display names
**General & Integration**
* ServiceNow can now be connected via service account (Basic Auth) as an alternative to OAuth
* Harmony conversations sync automatically to ServiceNow as Interaction records with full message transcripts
* ServiceNow integration warns when the configured service account is missing required roles
* Cornerstone OnDemand LMS integration added, covering user provisioning through compliance tracking
* Employee lifecycle workflow triggers can be filtered by integration source to exclude non-HRIS accounts
{% endupdate %}
{% endupdates %}
---
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