Released October 2026

This document lists the changes in each version from 10.7.54 through 10.7.64, with the newest changes first.

Release summary

The main highlights across these eleven versions are:

  • Rule-based automatic email replies – define which senders should receive an automatic reply using an ordered list of allow and deny rules
  • Incoming email rules – the previous “no receipt” list has been replaced by the same ordered rules engine, with continued support for wildcards (10.7.64)
  • Improved attachment previews – generated previews are displayed instead of the original files, more file types can be viewed directly in the browser, and previously skipped previews are generated retrospectively
  • More robust background services – case processing no longer leaves cases pending when the cache times out, and several services now handle errors without stopping
  • Protection against overwriting a colleague’s work – if someone else has changed a case after you opened it, you will now receive a warning instead of their changes being overwritten without notice
  • Compliance dashboard – a new dashboard and audit page provide an overview of compliance status. Systems are no longer deleted but are instead marked as not relevant
  • Outlook add-in – categories are based on the agent’s department, and confirmations are sent from the agent’s own email address and mail server
  • Anonymous feedback and complete email history – end users can provide feedback without signing in, and system-generated emails can be displayed in the case log
  • Automated user provisioning (SCIM) – expanded with organisation mapping, addresses and company information
  • Responses entered in a form’s Other field are now displayed in the case
  • SAML sign-in follows the home page configured for the user’s access group

Changes in detail

  • Automatic email replies can now be controlled by rules. You define an ordered list of allow and deny rules that determines which senders should receive an automatic reply. Rules can use patterns and wildcards, be enabled or disabled individually, reordered using drag and drop, include comments and be linked to a specific agent.
  • Incoming email rules have been rebuilt using the same rules engine. The previous “no receipt” configuration has been replaced by an ordered list of allow and deny rules managed from the same page. Existing entries are migrated automatically, and the * and ? wildcards continue to work as before. See Upgrade notes.
  • Email administration has been reorganised, with stricter address validation and domain allowlisting
  • Synchronisation now continues after a blocked incoming email instead of stopping
  • Fixed missing text, incorrectly positioned dialogs and truncated columns in email administration
  • Fixed a background service that could fail when writing to the service log
  • Responses entered in a form’s Other field are now displayed in the case instead of being stored without being visible
  • Attachment previews now display the generated preview instead of the original file, allowing large or unusual documents to open quickly and consistently
  • More attachments can now be viewed directly in the browser. Whether a file opens in the browser is now determined by its actual file type rather than the MIME header stored during upload, which was often incorrect for email attachments
  • Previously skipped previews are now generated retrospectively, allowing older attachments to receive previews after the upgrade. See Upgrade notes
  • Case processing no longer leaves cases pending if the cache times out. The cases continue to be processed instead of stopping partway through
  • Fixed an issue where the Dispatcher setting stopped working if the agent or team had been deleted, and where the service desk configuration page failed when it encountered an invalid Dispatcher value
  • Follow-up to the concurrent editing protection introduced in version 10.7.57: The warning that a case has been changed by someone else is now displayed only when it is genuinely relevant, and no longer appears after your own saves from the case dialog
  • Errors that the user interface knows how to handle are now reported correctly instead of appearing as generic errors
  • Fixed an API error related to end-user fields and text priorities
  • Users signing in with SAML are now directed to the home page configured for their access group, in the same way as other users
  • Outlook add-in: Confirmations are now sent from the agent’s own email address and mail server instead of from a shared sender. This ensures that replies return to the correct destination and that messages pass through the organisation’s own SPF and DKIM checks
  • Outlook add-in: The category list is now filtered according to the agent’s department, ensuring that agents only see categories relevant to them
  • The flashing chat icon is now cleared for everyone as soon as an agent accepts the chat, instead of continuing to flash for the other agents
  • Service desk: Column widths are now saved correctly when changed
  • Forms can now have a category and object specified in their settings, ensuring that cases created from a form are automatically assigned correctly
  • Improved the design of system dialogs and notifications
  • Protection against overwriting a colleague’s work. If someone else has changed a case after you opened it, saving is now stopped. A clear message instructs you to reopen the case and repeat your change instead of overwriting changes made in the meantime. The message is available in Norwegian, English, Swedish, German and Polish
  • Fixed an issue where the Ctrl+S keyboard shortcut could be triggered multiple times after several case windows had been opened
  • Compliance: Corrected the behaviour of the relevant setting
  • Compliance: Added an all systems view, new fields for processes personal data and joint controller, a role for the person responsible for the audit, and an agreement URL. The Compliance menu has been reorganised around the new dashboard
  • Anonymous portal feedback. End users can now provide feedback without signing in. Anonymous feedback is blocked for deleted cases, and the automatically generated comment has been translated
  • System-generated emails can now be logged in the case log. The feature is controlled by a customer setting and makes the complete email history visible in the case
  • Automated user provisioning (SCIM) has been expanded with configurable mapping between organisations and customers, as well as support for addresses, company names and locations from the identity provider
  • Compliance dashboard. A new dashboard and audit page provide an overview of compliance status, with clickable links taking users directly from the audit to the relevant system
  • Compliance: The Delete system function now marks the system as not relevant instead of deleting it, preserving its history
  • Compliance: The category, priority and status dialogs have been redesigned to provide a more consistent appearance
  • Dropdown menus now use dynamic lookup values, ensuring that customised terminology is displayed consistently
  • Internal build and packaging improvements provide more reliable releases


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