Let’s dive into the key highlights, exciting improvements introduced, and a few known issues to keep an eye on. Every update brings something new, with a focus on enhancing the experience!
The following section provides key highlights and known issues in Apex Aspen Q2 ‘26 release.
Key Highlights
Our team’s been on the move, polishing the UI and adding smarter functionality to power up your daily grind. Curious about What’s New? Dive in and explore the latest highlights - they are too good to miss!
Intelligent Mail Services
User Persona: Administrator
What if every email could automatically trigger the right action? - With Intelligent Mail System, it can!
Intelligent Mail Services (IMS) provides a unified configuration experience for mailbox integration and email parsing using the Mailbox and Parsing sections.
With configurable rules and AI-assisted parsing, IMS authenticates incoming emails, extracts relevant information, and automatically performs actions such as creating records, updating requests, or processing approvals.
With configurable rules and AI-assisted parsing, IMS authenticates incoming emails, validates sender context, and intelligently interprets email intent. It extracts relevant information from the email content and automatically performs actions such as creating new records, updating existing requests, routing to the appropriate queue, or processing approval responses—reducing manual effort and improving response time.
Centralized Configuration
Configure all Intelligent Mail System behaviors using the existing Mailbox, Parsing, and Additional Configuration sections—no new UI structure required.
Smart Sender Validation
Authenticate incoming emails using domain and sender validation rules to ensure only legitimate requests are processed.
AI-Driven Intent Recognition
Identify whether an email represents a new request, record update, approval action, or non-actionable message.
Figure: Email Parser Configuration
For more information, refer to Email Parser Configuration.
Business Rules for Service Request
User Persona: Administrator
Do your teams still rely on manual triaging, field updates, and follow-ups to manage Service Requests? What if every request behaved exactly the way you designed—automatically?
The Business Rule Designer for Service Request Management lets you define intelligent, condition-based automation that runs exactly when you need it to—on create, update, or at scheduled intervals. With a centralized, UI driven rule builder, you can enforce consistency, reduce errors, and keep service operations running smoothly without writing custom code.
As an Administrator, you’re responsible for ensuring Service Requests are routed correctly, validated on time, and acted upon consistently. Business Rule Designer gives you full control over request behavior—behind the scenes—so your teams spend less time fixing process gaps and more time delivering outcomes.
Configure once. Automate forever.
Centralized Rule Management
Create and manage all Service Request automation from a single designer—no scattered scripts or hidden logic.
Smart, Condition Based Execution
Trigger rules only when defined conditions are met using a powerful condition builder with AND / OR grouping.
Flexible Execution Modes
Choose After rules for immediate, synchronous updates or Async rules for background processing that doesn’t interrupt users.
Multiple Trigger Options
Run rules on Create, Update, or Schedule—perfect for real-time automation or periodic cleanup and maintenance.
Catalog Aware Automation
Apply rules globally to all Service Requests or specifically to individual catalog items for targeted automation.
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Figure: Business Rule Configuration - Service Request
For more information, refer to Business Rules for Service Request.
Business Rules for Problem Management
User Persona: Administrator
Do Problem records move forward without complete RCA details? Are validations, assignments, or notifications still handled manually? What if your Problem Management process enforced itself—every single time?
The Business Rule Designer for Problem Management lets you automate validations, field updates, notifications, and integrations based on clearly defined conditions. Rules execute exactly when required—on create, update, or on a schedule—ensuring Problems progress only when the right data is in place.
As an Administrator or Problem Manager, you depend on accurate RCA, consistent categorization, and timely stakeholder communication. Business Rule Designer enables you to standardize Problem handling across the organization—without slowing analysts down or relying on custom scripts.
Design the rule once. Let the system enforce it every time.
Do your teams still rely on manual triaging, field updates, and follow-ups to manage Service Requests? What if every request behaved exactly the way you designed—automatically?
The Business Rule Designer for Service Request Management lets you define intelligent, condition-based automation that runs exactly when you need it to—on create, update, or at scheduled intervals. With a centralized, UI driven rule builder, you can enforce consistency, reduce errors, and keep service operations running smoothly without writing custom code.
As an Administrator, you’re responsible for ensuring Service Requests are routed correctly, validated on time, and acted upon consistently. Business Rule Designer gives you full control over request behavior—behind the scenes—so your teams spend less time fixing process gaps and more time delivering outcomes.
Configure once. Automate forever.
Centralized Automation for Problem Records
Create and manage all Problem Management rules from a single designer—no hidden logic or manual policing.
Mandatory RCA Enforcement
Prevent analysts from progressing Problems without required RCA fields, review dates, or workaround details.
Built-in Notifications
Send email or SMS alerts to reviewers, approvers, or stakeholders when Problems escalate or breach timelines.
API Integrations, No Code Needed
Trigger external systems or sync data using configurable APIs—directly from the UI.
Zero Coding, Admi Friendly Setup
Everything is configured from the Admin Workspace—powerful automation without development effort.
Figure: Business Rule Configuration - Problem Management
For more information, refer to Business Rules for Problem Management.
Unified Form Control Enhancements
User Persona: Administrator
What if configuring forms across modules felt exactly the same—no matter where you worked? – Now it does!
Unified Form Control Enhancements bring consistent behavior and configuration capabilities for form controls across Change Management, Problem Management, Knowledge Management, and Asset Management modules. Administrators can now configure controls such as Dropdown, MV Dropdown, Date, User Search, and Autofill with a standardized experience, eliminating the need to relearn module-specific configurations.
With features like Auto Populate, Include Timestamp for Date controls, Custom Table as a Data Source, and newly introduced Autofill and MV Drop Down controls, administrators can design forms more efficiently while ensuring consistent field behavior across modules.
This enhancement simplifies configuration, improves usability, and ensures a more predictable and seamless experience for both administrators and end users.
CM
For the Date Control, the Auto Populate checkbox is introduced, along with the Include Timestamp option.
Auto Populate is added for the Dropdown, Date, E-Mail, Text Box, Text Area, Number and User controls.
Autofill control is newly introduced.
The Change Master option for Data Source is newly introduced in CM.
Change Master values will be added for the fields: Assigned Workgroup, Category, Change Type, Cost, Impact, Is Downtime Required, Owner Workgroup, Priority, Risk, Status, and Urgency.
For more information, refer to Configuring Custom Fields for CM.
PM
Custom Table – Data Source option is added for Dropdown and MV Dropdown controls.
For the Date Control, the Auto Populate checkbox is introduced, along with the Include Timestamp option.
Auto Populate is added for the User Search Control.
Auto Populate is added for the Dropdown Control.
Autofill functionality is newly introduced.
For more information, refer to Configuring Custom Fields.
KM
Custom Table – Data Source option is added for Dropdown and MV Dropdown controls.
For the Date Control, the Auto Populate checkbox is introduced, along with the Include Timestamp option.
Auto Populate is added for the User Search Control.
Auto Populate is added for the Dropdown Control.
MV Dropdown and Autofill functionalities are newly introduced.
For more information, refer to configuring Configuring Custom Fields for Knowledge Management.
AM
For the Date Control, Timestamp option is included.
Autofill, MV Dropdown, and User Search controls are newly introduced.
Notes
The newly introduced controls in this release—User Search, Autofill, Multi-Value Dropdown, and Timestamp in Date Control—are applicable only for Add and Update Asset actions.
The scope for the newly introduced enhancement in this release will be applicable for the following pages:
Asset Details Popup
Audit Trail
Search Asset
Add Asset
Update Asset
Summit WS (Mobile API)
For more information, refer to Asset Category using Form Builder.
Consistent Configuration Across Modules
Configure form controls using the same behavior and options across CM, PM, KM, and AM modules, reducing complexity and training effort.
Enhanced Form Automation
Leverage Auto Populate, Autofill, and Custom Table data sources to automatically populate fields and streamline form completion.
Improved Date Control Flexibility
Enable Auto Populate and Include Timestamp options for Date controls to capture both date and time when required.
Expanded Control Availability
Newly introduced Autofill, MV Drop Down, Drop Down, and User Search controls extend form design capabilities, especially in Asset Management.
Figure: Form Builder - Form Controls
API Enhancements for Module Masters
User Persona: Analysts, Administrator, and Integration Developers
Fast, AI‑ready master data APIs built for modern integrations and analytics
This release delivers enhanced APIs for ITSM Module Masters, including Incident, Service Request, Change, Problem, and Knowledge Management Masters. These APIs are redesigned on a new, lightweight API layer to ensure faster performance, cleaner responses, and broader usability across modern platforms.
Built on a .NET Core backend and connected to the Apex Aspen database, the new APIs provide sub‑second response times and standardized data structures. They are specifically optimized for AI use cases, mobile applications, integrations, workflows, and analytics, enabling efficient and scalable consumption of master data.
High-Performance Master data access
Optimized queries and streamlined payloads deliver typical response times under one second.
AI-ready data structures
Predictable, structured responses are ideal for data ingestion, inference, and orchestration use cases.
Integration-friendly design
Suitable for mobile apps, workflow engines, internal services, and future external integrations.
Light-weight and standardized APIs
Built on a modern .NET Core API layer for consistency, speed, and scalability
For more information on API Enhancements for Module Masters, API Enhancements for Module Masters.
API Enhancements for Custom Attributes (Incident Management)
User Persona: Analysts, Administrator, and Integration Developers
One API. Complete visibility into Incident custom attributes
This release introduces the Custom Attribute Schema API for the Incident Management (IM) module, enabling external systems and third‑party applications to retrieve metadata for custom attributes configured using Admin → Form Designer.
The API returns attribute definitions only (not transactional data), allowing integrations to dynamically understand how custom attributes are configured in Apex. This includes details such as control type, grouping, data source, and whether an attribute supports single or multiple values.
The API is designed for integration scenarios where external connectors need to stay in sync with the latest custom attribute configuration without hardcoding schemas or manually maintaining field mappings. You can use Postman and after configuring the authentication using Bearer Token or API Key based, with the API endpoint URL to fetch custom attributes for Incident Management.
Scope: Incident Management Custom Attributes
The APIs to fetch custom attributes are available and scoped for the Incident Management (IM) module only.
Schema-driven Integration
External systems can automatically discover available custom attributes and their configurations.
UI-parity with Apex
Control types (textbox, date, radio, dropdown, multi‑value fields, etc.) match the behavior defined in the Submit UI.
Dynamic drop-down population
Dropdown values can be retrieved dynamically using childView=true, based on their configured source.
Reduced maintenance overhead
Consistent attribute IDs and definitions ensure accurate inbound and outbound data synchronization.Precise-filtering by Context
Attributes are filtered by Instance and Module, ensuring connectors only consume relevant schemas.
For more information on API Enhancements for Module Masters, refer to APIs for Custom Attributes.
Auto-assignment of Analyst after Incident Transfer
User Persona: Administrator
No delays. No Gaps. Every incident while created or transferred, instantly owned.
This enhancement extends the existing incident auto‑assignment engine by enabling automatic analyst assignment not only during ticket creation but also when a ticket is transferred into a tenant. Administrators can configure whether auto‑assignment triggers on Creation Only or on Creation & Transfer, ensuring seamless workflow across tenants and preventing tickets from remaining in the New state without ownership.
Ensures no unassigned tickets even after cross‑tenant transfers.
Destination tenant rules always apply, ensuring consistent and predictable assignment based on local algorithms (Load‑Based / Round Robin).
Improved SLA alignment as transferred tickets automatically adopt destination tenant’s SLA matrix and deadlines
Reduced manual overhead for workgroup owners—no need to manually assign tickets after transfer.
Backward compatible with existing setups—defaults to On Creation Only to preserve legacy behavior unless updated.
For more information on Auto assignment of analyst on Incident creation and transfer, Auto assignment of Incidents on creation and transfer.
Reporting & Dashboard Enhancements
User Persona: Administrator
What if you could seamlessly analyze, export, and govern your reports—all from one place? With the latest Reporting & Dashboard enhancements, you can!
This release introduces improved export capabilities, interactive drill-down analysis, and robust role-based access control. Users can now configure alerts with recipient options, export reports in Excel, and drill down from summary dashboards to record-level insights—all while ensuring secure and structured access through role templates.
These enhancements simplify data sharing, enable deeper analysis, and strengthen governance across reports and dashboards.
✅ Perks at a glance
Enhanced Export & Alerts
Configure alerts with recipient options and export reports in Excel for better sharing and offline analysis.Interactive Drill-Down
Drill down from summary charts (by priority or status) to view record-level details, with export support in CSV/Excel.Role-Based Access Control
Access is governed by dataset-level role templates. Users inherit permissions from assigned roles, with edit rights restricted to report owners and no individual sharing support.
v5 connector Integration Hub – KM, PM & Asset Modules
User Persona: Administrator
What if your core ITSM modules could seamlessly exchange data with complete governance and zero manual gaps? – With Integration Hub, they can!
The Integration Hub (V5 Connector) provides centrally managed, out‑of‑box integrations for Knowledge Management, Problem Management, and Asset Management, enabling secure data exchange and consistent lifecycle operations across integrated systems.
Through standardized APIs and governed workflows, the Integration Hub ensures that records created or updated within Summit are reliably synchronized, approvals are enforced, and operational data remains accurate and compliant—without custom integrations.
With integration‑driven actions and lifecycle control, administrators can confidently extend Summit workflows while maintaining ownership, traceability, and audit readiness.
✅ Perks at a glance
Configure and manage all KM, PM, and Asset integration actions from a single Integration Hub framework—ensuring consistent behavior and simplified administration across systems.
Supports the complete problem lifecycle including creation, approvals, RCA submission and approval, resolution, and closure—ensuring problems are never stalled or left unmanaged during cross‑system operations.
Enables creation, authorization, referral, and retrieval of knowledge articles through governed workflows—promoting trusted knowledge sharing while maintaining approval compliance.
Provides full control over asset lifecycle operations such as allocation, reallocation, movement, repair, activation, and deactivation—ensuring accurate inventory tracking across integrated platforms.
For more information, refer to v5 Connector.
Service Automation
User Persona: Administrator
What if all automation capabilities could be managed from a single workspace—without switching applications?
With Service Automation in Apex, they can.
Service Automation enables administrators to design, manage, and monitor automation workflows that streamline operational processes across the platform. By bringing workflows, skills, schedulers, integrations, dashboards, and reports together, SA provides a centralized automation experience.
Previously, Service Automation was accessed as a separate application opened in a different browser tab. To reduce context switching and deliver a unified experience, SA is now fully integrated within Apex. All automation capabilities are discoverable and configurable from a single workspace, ensuring simpler administration and a consistent user experience.
✅ Perks at a glance
Administrators remain within Apex for all Service Automation activities—no separate application access required.
Access and permissions are managed entirely through Users > General > Role Template, ensuring consistent governance.
Application Settings are consolidated under Configuration, improving discoverability and usability.
For more information, refer to Service Automation.
Mobile App Features
In the Mobile App phase II, the following features have been enhanced:
Cancel Incident
User Persona: End User
Cancel incidents directly from Mobile App with audit tracking.
The Cancel Incident feature in the Mobile App allows end users to cancel incidents from the mobile app when they are no longer needed or were created by mistake. Users perform this action from the ticket details page by entering mandatory cancellation remarks. The system updates the ticket status to Cancelled and records the action for audit and tracking.
Reduce unnecessary ticket processing and workload.
Enhance user control with audit tracking and compliance.
Real-time synchronization across mobile and web platforms.
Notifications triggered to stakeholders based on configuration.
For more information, refer to Cancel Incident
Global Search
User Persona: End users and Analysts
One search bar. All records at your fingertips.
The Global Search feature in the Mobile App provides a unified interface to quickly find records across multiple modules. Users enter keywords in the search bar to view consolidated results from authorized modules, including incidents, service catalogs, and knowledge articles. This streamlines navigation, accelerates response times, and boosts productivity.
Enhance user experience with intuitive search.
Enable faster ticket resolution by providing quick access to templates, services, and articles.
Increase productivity by reducing manual effort.
Figure: Global Search
For more information, refer to Global Search.
Insights
User Persona: End User and Analyst
Five updates. Instant visibility into ticket status.
The Insights section in the Mobile App appears automatically on the mobile app dashboard and provides a quick overview of tickets. It displays the top three open incidents and the top two resolved incidents in a combined list of five records. This helps users quickly understand the status of their requests without opening each ticket. Clicking an incident or service request ID opens its detailed view for instant access.
Quick visibility into ticket status.
Concise, prioritized updates improve user experience.
Faster decision-making with highlighted changes.
Figure: Insights
For more information, refer to Insights
Core Workflow Engine
User Persona: Administrator
Transforming chaos into choreography: Workflow Designer, where every step is a symphony of orchestrated efficiency!
The Workflow feature enables administrators to design object-driven workflows with defined metadata and trigger conditions. Workflows are automatically executed based on record lifecycle events (Create/Update), ensuring consistent and standardized process execution across modules such as Incident, Change, and Problem.
Automated workflow execution
Triggers workflows automatically based on record lifecycle events (Create/Update).Integrated approvals and notifications
Enables faster decision-making with actionable approval interfaces and alerts.Secure and compliant operations
Enforces role-based access and maintains audit-ready execution logs.
Figure: Workflow
For more information, refer to Workflow.
Multi Language Support
User Persona: Administrator
Translate the Apex experience into any language—without creating multiple instances.
Apex Online Language Translation enables real-time UI translation by integrating a preferred external provider (e.g., Weglot). Apex does not translate content itself—it securely connects to the configured engine, allowing users to translate menus, forms, and pages via the Language icon on the Quick Action Bar.
Administrators manage availability through Application Settings, Domain Configuration, and Language Mapping to deliver multilingual access within a single Apex instance.
✅ Perks at a glance
Quick Language Access
One-click language switch from the Quick Action Bar
Real-time translation of menus, forms, pages, and options
Field-level Translate option for Symptom and Description fields in the Incident Management module, and Description in the Service Request module.
This allows users to translate the field content, without changing the overall application language.
Flexible Multi-Language Setup
Single instance, multiple languages — no need for separate environments
Browser Compatibility
Works seamlessly on Google Chrome, Mozilla Firefox, and Microsoft Edge
For more information, refer to Language Translation.
Advanced Email Processing
User Persona: Administrator
From inbox to incident—nothing lost, everything preserved.
This feature enables Apex to capture and display the complete email body in the Incident Description field when tickets are created via email-to-ticket processing. It preserves rich content such as HTML formatting, hyperlinks, images, and tables copied from sources like Word, Excel, or web pages.
The feature applies across Email and Web mediums within the Incident module and is controlled through implementation-level configuration.
✅ Perks at a glance:
Supports content from Word, Excel, and web sources
Analysts view the description exactly as received
Preserves HTML, images, hyperlinks, and tables
Works for both Email and Web mediums and eliminates information loss
For more information, refer to Configuring Incident Management Module.
Asset Management Reports
Introduced the following 6 new reports to enhance reporting coverage across Asset Management.
Software License By Status Report
Consumables By Status Report
Asset Physical Verification Report
Asset Allocation History By User Report
Whitelist / Blacklist Software Report
Accessories By Status Report
These reports provide visibility into license status, consumables, verification status, asset allocation, restrictions, and accessory counts for effective asset tracking and compliance.
For more information, refer to AM Reports.
Merged Releases
Code changes from the following releases are incorporated to Apex Aspen Q2 release:
Apex Aspen Q1 Patch5 to Apex Aspen Q2
Elbrus SP3 HF11 Patch 13 to Apex Aspen Q2
Additional Notes
Quick hits before you move on!
Excel Import Cell Limit
For Upload Configuration Items, Upload Services, and Import Users using Excel, a maximum of 40,000 cells is supported per import.
The cell count is calculated as Number of Rows × Number of Columns.
If the total cell count exceeds 40,000, the import will fail.
An error message is displayed prompting you to upload the records within the allowed 40,000‑cell limit.
Example:
If an Excel file contains 40 columns, it can include a maximum of 1,000 rows (40 × 1,000 = 40,000 cells).
If the number of rows exceeds this limit, the import will fail.
Fixed Issues
There are no fixed issues for this release.