Product Update - April 16, 2026

Multi-Week Grouped Schedules — create a single schedule spanning multiple weeks

When creating several weeks of shifts at once, managers can now opt in to grouping them into a single multi-week schedule instead of generating separate per-week schedules. With grouping enabled, contracted-hours targets and pay-period caps accumulate across the entire period, making it easier to manage flex workforces where hours are distributed unevenly across weeks. Managers who prefer independent weekly schedules see no change — the option is explicitly opt-in.

Use case: A retail operations manager building a four-week holiday schedule can now set a 160-hour contracted target that spans the whole period, rather than tracking it separately across four individual schedules.

Available in: Shifts & Schedules → Schedules → Create Multiple Weeks

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Service Desk "Requesting For" Visibility Control — limit who sees the on-behalf submission field

Admins can now configure who sees the "Requesting For" field when a ticket is submitted — all users, agents only, or admins only. This prevents employees from inadvertently submitting requests on behalf of colleagues when that workflow is intended only for support staff. The setting is per-request-type and takes effect immediately on ticket creation forms in both the full-page and side-panel views.

In the same release, admins can now define shared option lists — a single named set of choices that multiple custom fields across request types can reference. Updating the list in one place propagates to all fields that use it, eliminating the need to manually keep duplicate choice sets in sync.

Use case: An IT help desk that handles on-behalf provisioning through its agents — not self-service — can now hide the "Requesting For" field from end users entirely, reducing confusion and misrouted tickets.

Available in: Service Desk → Settings → Request Types → Default Fields / Custom Fields

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Configurable Equipment Field in Service Desk — per-request-type asset selection instead of always-on

The equipment/asset field in Service Desk ticket forms was previously shown on all request types whenever Asset Pro was enabled, regardless of whether that request type was asset-related. Admins can now toggle the field on or off per request type from the Default Fields configuration tab. Existing request types default to hidden so no forms are affected on upgrade.

Use case: An IT team that manages both hardware-repair requests (where asset selection is essential) and general HR inquiries (where it is irrelevant) can now show the equipment field only on the request types where it belongs, keeping other forms clean and reducing user confusion.

Available in: Service Desk → Settings → Request Types → Default Fields → Equipment