Product Update - March 13, 2026

Custom Fields for Service Desk Requests — Structured intake forms per ticket type

Service Desk now supports custom fields on a per-request-type basis. Admins can define fields such as text inputs, dropdowns, checkboxes, and date pickers for each request type, and employees see the relevant fields dynamically when they open a new ticket. Submitted values are stored and displayed in the ticket detail sidebar, giving agents the context they need without back-and-forth follow-ups.

Use case: An IT admin configures a "Hardware Request" type with dropdowns for device category and preferred model — employees fill in the structured form on submission, and agents see all the details immediately on the ticket page.

Available in: Service Desk → Settings → Request Types

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Admin Ticket Deletion — Permanently remove tickets from the Service Desk queue

Service Desk administrators can now permanently delete any ticket, regardless of its current status, directly from the ticket's Actions menu. This gives admins full control over queue hygiene — test tickets, duplicates, and incorrectly filed requests can be removed cleanly without leaving orphaned records.

Use case: A Service Desk admin removes a batch of test tickets created during initial setup so the queue reflects only real employee requests from day one.

Available in: Service Desk → Ticket → Actions → Delete Ticket

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Requisition Auto-Activation — Skip approval steps when manager sign-off is not required

When the Procurement module is configured to bypass manager approval, purchase requisitions are now automatically approved and activated upon submission. The form and confirmation prompts update to reflect the "Activate" flow, and the system logs the auto-approval so there is a clear audit trail. Teams that operate without formal approval gates no longer need manual intervention to move a requisition forward.

Use case: A small operations team with no approval requirement submits a supply requisition and it moves directly to active status, ready for a purchase order — without waiting for anyone to click Approve.

Available in: Procurement → Requisitions → Submit