Version 2.25.11041.0 - Preliminary Release Notes

Release Announcement

Welcome to the next generation of platform performance and intelligence. 

The headline of this release is our massive investment in Generative AI integration. We are introducing a robust AI Agent framework that transforms how you manage data. From automated Syslog Monitoring and Event Log Analysis to advanced Vector Query support for tickets and knowledge bases, the platform now thinks alongside you. With new AI-driven chat capabilities and smart toolsets, your team can resolve complex issues faster than ever by leveraging contextual intelligence embedded directly into your workflow.

This update introduces comprehensive Level Checking across both CMDB and Ticketing, ensuring that sensitive properties, such as encrypted contact details or proprietary configuration data, are strictly filtered based on a user's specific access. With the new Audited Access requirements, every interaction with protected properties is logged, providing a transparent trail for compliance.

This version introduces default property values, allowing administrators to pre-define standard values for CMDB and Ticket properties. By automating the population of fields—from Default UserGroup and User Associations to custom property values,  this update significantly reduces manual overhead and minimises the risk of human error during ticket creation and CI onboarding.

New Features

AI

• AI Profiles
  • Natively integrated into the platform's security
    • The AI Profile can be granted the relevant access in the platform using the Access Control page in the same way users are granted access
  • Configurable to connect to public or local AI models
    • Structure handles multiple AI models, separating Chat and Embedding models
  • MCP Server
    • Implementation of the Model Context Protocol for standardised AI tool communication
• Vector Infrastructure
  • Support for PostgreSQL & MSSQL vector queries and background processors for Ticket and Knowledge Embeddings (semantic search)
• AI Agent Framework
  • Introduction of the AI Agent ecosystem, including AIToolsProvider, specialised AI Syslog Monitoring Agents, AI Event Log Monitoring Agents and AI Service Desk Agents
  • The platform's felxible scripting system is used to customise the agents
  • Agents can be given access to a set of tools, selectable from our comprehensive list of AI Tools, to tailor each agent to perform specific tasks
• AI Chats
  • AI chat enabled across multiple functions in the platform, including
    • Tickets
    • Device information and alerts
    • Knowledge
    • Chats are secure - the AI engine only has access to the same data the user has access to
  • AI help chat
    • Ask AI to help describe specific platform concepts or guide you on administration pages

Security

• Data protection level and audited properties
  • Implementation of "Level Checking" in CMDB and Service Desk to enforce property-level visibility based on user access
  • Implementation of access audited properties for sensitive data in CMDB and Service Desk. When a user requests to view these properties an audit log entry is created

Service Desk

• Parent-child ticket hierarchy
  • Includes automated closure of child tickets and blocking logic to prevent closing parents with active child alerts
• Ticket templates
  • ​Default values for ticket extension properties can now be defined at the ticket template
  • New configuration option for enforcing that a Journal is required upon Ticket closure
  • AI Agents can be assigned to process tickets
• Ticket groups
  • AI Agents can be assigned when assigning user groups
  • AI Profiles can be assigned to generate embeddings

Integration

• Several new methods available in system integration scripting, including
  • CreateRequest
  • OwnerChange
  • ReplyTo email

Web Site

• AI Profiles: New page
• General UI updates on multiple pages
• 3rd party library upgrades

Platform

• Framework upgrade of many platform components to .Net 10
• Linux Native WebApi (Experimental / Beta): A major new project for running the WebApi on Linux, including namespace rationalization and a Linux-specific Admin project