What’s new in 26.4?

Passing a ticket to the right solver usually comes down to what you happen to know that morning. Who's off this week, who's already carrying six open incidents, whose deadline is tomorrow. And setting up a new service often means rebuilding a process you've already built once.

With 26.4, ALVAO suggests the best available solver right in the assignment dialogue, you copy an existing process in one action, and in Preview, the AI Agent raises a ticket straight from a chat.

Want the full technical rundown?
Check out our user guide for 26.4

1. Assign a ticket to a solver who can actually take it 

Availability is scattered across places nobody has time to check mid-shift. Calendars, out-of-office replies, shift plans, and everyone's current queue.

ALVAO 26.4 brings the recommendation into the assignment dialogue itself. When you assign a ticket, ALVAO suggests the most suitable solver based on real-time availability, current workload, and scheduling.

The suggestion pulls together Outlook calendars, out-of-office status, Microsoft Teams Shifts, automatic replies, SLA requirements, and the solver's open tickets, all in the one place where you're already working.

What it means for you
You can assign the ticket with the availability picture in front of you, without opening calendars, checking out-of-office status, or comparing overdue tickets manually. Work lands with someone who can realistically take it, which helps your team respond faster and keep SLA deadlines under control.

2. Workflow capabilities: four new admin tools

Working with ticket workflows often means repeating steps you have already done before: copying processes, adjusting labels, and making forms clearer for requesters.

ALVAO 26.4 adds four admin tools that make this setup faster and easier while keeping existing ticket data and workflow behaviour intact.

Duplicate an existing process

The Duplicate process action in Service Desk administration creates a new process as an exact copy of an existing one. It keeps the same workflow statuses, transitions, and properties, while ticket fields are reused instead of recreated.

The copy is named automatically, for example "Incident (Copy)", so it is clear which process is new. The source process stays untouched. You then adjust only what is different, such as the service name or solver group.

What it means for you
You create the new process in a few clicks and only spend time updating the parts that are genuinely different. That keeps similar services consistent and reduces repeated admin work.

Rich text in service descriptions

Service descriptions in the catalogue use the same rich-text editor as knowledge base articles, so you can structure them with

• headings,
• bullet points, 
• and hyperlinks. 

Existing descriptions are migrated automatically. The short one-line description and the tooltip keep their current plain-text behaviour.

What it means for you
Requesters read a description they can scan, which means fewer tickets raised against the wrong service and fewer follow-up questions for your team.

Ask for what you actually need

Give the main text field on the New Ticket Form a name that matches the specific request.

For an access request it can ask for a business justification; for an incident it can ask for symptoms.

Users immediately understand what information is expected, and the underlying field, saved data, and rich-text behaviour stay the same.

What it means for you
People write what you actually need from them, so tickets arrive with usable detail and solvers spend less time asking for the basics.

Name the object what it is

When a service defines an object type, the Object field on the New Ticket Form takes that name automatically. "Printer", "Laptop", whatever the service is about. You can override it where a scenario needs something else, and localization keeps the name in the requester's language.

What it means for you
Users see field names that match the issue they are reporting. For example, a printer incident can ask for the printer instead of a generic object, so the form is easier to complete and solvers get clearer information from the start.

Read more about all four changes

3. A web application shaped around daily work

We keep working on usability, and 26.4 continues that. This release brings clearer navigation, better use of screen space, simpler work with table views, and a set of small refinements that take a step or two out of everyday tasks.

Through Insider Preview, you can also explore what's coming next. Redesigned task tiles and headers, a journal-style communication timeline for following a task's history, object details with frequently used actions gathered in one place, and a reworked Properties tab that groups information into logical sections.

These changes arrive gradually and keep evolving based on what users tell us.

What it means for you
Your team spends less of the day hunting for the action they need, and you get to influence the design before it's fixed.

Vote and comment on the Ideas portal

4. Power BI reporting signed in with Microsoft Entra

The Power BI Common Data Endpoint connects your ALVAO reporting data through Microsoft Entra authentication. People sign in with their own organizational identity, so reporting access belongs to a real person rather than to a shared technical account with its own credentials and group assignments. All SaaS customers use a single reporting endpoint.

What it means for you
Setting someone up with reports is a permissions question, not an account-provisioning project. Access matches your existing identity model, and when someone leaves, their reporting access leaves with them.

Learn more about the update   Vote and comment on the Ideas portal

5. Default operating hours holidays for major global countries 

Operating hours in Service Desk draw on public holiday calendars for countries and regions worldwide, kept current in the background. Pick the country and region for a service and its holidays drop out of the working time automatically. A service run by your Dutch team and the same service run by your Polish team each follow their own calendar.

What it means for you
An SLA measured in days counts working days, so nothing looks breached because half the team was off for a national holiday. And setting it up is a choice from a list rather than a call to ALVAO support.

6. Preview: TeamViewer integration

The TeamViewer integration connects remote access with ALVAO Asset Management and ALVAO Service Desk. Device information, including the TeamViewer identifiers needed for remote access, synchronizes into the CMDB automatically, so asset records stay accurate without manual upkeep.

Technicians launch unattended remote sessions straight from an asset record, or start attended support sessions from a ticket, keeping the full context of the case throughout. The integration is now available for preview and testing.

What it means for you
Troubleshooting happens without switching tools or copying IDs between windows, and every remote session sits in the record where an auditor would look for it.

Learn more about the update   Vote and comment on the Ideas portal

7. Ready to test in Preview, including AI

A few new integrations and AI additions are ready to test in Preview. Interested in trying any of them? Request access here. Select the features you'd like to test, and a separate request will be created for each one.

Preview features are early versions made available for testing and may have limitations. We'll follow up with a testing plan and next steps.

The AI Agent now raises the ticket for you

The new piece this time is ticket creation. Someone describes their problem to the AI Agent in chat, the agent offers a possible fix, asks for whatever detail is missing, and then offers to raise a ticket. Anyone in a hurry can skip the questions and raise it immediately.

When they accept, the agent fills the ticket from the conversation. No copying the thread across, no retyping what they've already explained. The agent works in the ALVAO WebApp and in Microsoft Teams, so it meets people where they already are.

To switch it on, enable "Enable AI Agent ticket creation on behalf of users" in the service settings. That lets the agent raise a ticket without every mandatory field being filled in up front.

What it means for you
The conversations that used to end with "raise a ticket and we'll look at it" end with the ticket already raised, with the context attached.

Try the AI Agent in Preview

Also open for testing

Preview access stays open for the Microsoft Copilot connector for tickets and assets, and the ALVAO MCP Server. Both use the same request form.

Your opinion matters to us

• The full technical detail for everything above is in the user guide for 26.4
• Got an idea for the next release? Vote and comment on the ALVAO Ideas portal.
• Or schedule a feedback session with Marketa, Product Analyst.