Release Notes Apex Aspen Q3

🎯 Now Live!

Release Date | 7^th August 2026

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 Q3 ‘26 release.

• Key Highlights

• Additional Notes

• Improvements

• Known Issues

• AIW Feature Enhancements

• Security Enhancements

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!

• Role-Based Access Control (RBAC) Enhancement

• Landscape Intelligence

• End User In-App AI Experience

• Standard Change Template enhancements

• Expand Change Manager Access across Workgroups

• KB Prefix for Knowledge Records

• My Watchlist

• Integration Platform

• Lakehouse Architecture

• SDI Routing Health

• Incident Master, Tenant and Workgroup APIs

Role-Based Access Control (RBAC) Enhancement

User Persona: End User

Why settle for broad permissions when you can have precise access?

This enhancement introduces Environment Admin, Manager, and Member roles, replacing the legacy role model (Admin, Analyst, Operator) to deliver stronger security, clearer responsibilities, and more granular access control.

✅ Perks at a glance

• Improved Security
  Users receive only the permissions required for their role.
  

• Better Governance
  Administrative responsibilities are clearly separated from operational tasks.
  

• Simplified Access Management
  Role assignment becomes more intuitive and easier to audit.
  

• Scalability
  The role model better supports growing teams and complex environments.

Figure: Integration Role Template - Settings

For more information, refer to Settings.

Landscape Intelligence

User Persona: CIO | IT Administrator | Service Delivery Manager

Struggling to Understand Your Incident Landscape at a Glance?

Gain actionable operational insights with Landscape Intelligence. Landscape Intelligence analyzes historical incident data to automatically identify recurring incident patterns, measure service desk performance, and highlight routing and ownership inconsistencies—all from a single dashboard.

✅ Perks at a glance

• Context-aware
  AIW understands what the user is working on by carrying relevant ticket context directly into the conversation, eliminating repetitive data entry and unnecessary navigation.
  

• Action-oriented
  AIW goes beyond providing information—it helps users respond, create, update, escalate, and follow up on tickets directly from the dashboard.
  

• Conversational

  Users can simply describe what they need in natural language, while AIW understands the intent and guides them through the appropriate action.
  

• Record-connected
  AIW doesn't stop at conversation—it connects actions back to the underlying ticket, keeping user interactions and tickets in sync.
  

• Dashboard-connected
  The dashboard stays in sync with user actions, dynamically updating widgets and counts as tickets move through their workflows.
  

• Less navigation
  AIW brings assistance and action directly into the dashboard, reducing screen switching and helping users complete common IT tasks with fewer steps.
  
  Figure: Landscape Intelligence Dashboard

For more information, refer to Landscape Intelligence.

Integration Platform

User Persona: Administrator

Need a Faster and Simpler Way to Integrate Apex with External Applications

The Integration Platform provides a centralized environment to create, deploy, and manage integrations between Apex and external applications. Using reusable connections, prebuilt connectors, configurable integration flows, and AI-powered activities, administrators can automate data exchange, streamline business processes, and monitor integrations from a single interface.

✅ Perks at a glance

• Reusable Connections – Configure secure, reusable connections to Apex and external applications for consistent and simplified integration management.
  

• Prebuilt Application Connectors – Integrate with Apex, ServiceNow, HTTP services, and AI providers using ready-to-use connectors and activities.
  

• Integration Flow Designer – Design and automate business processes using a visual workflow designer with configurable triggers, decisions, lookups, and actions.
  

• AI-Powered Integration Activities – Configure AI providers and model deployments to enable intelligent capabilities, such as text classification, within integration flows.
  
  
  Figure: Integration Platform

For more information, refer to Integration Platform.

End User In-App AI Experience

User Persona: End User

Turn your ITSM dashboard into an intelligent workspace.

The User Dashboard has been enhanced with several capabilities that give users greater control over their dashboard data, improve visibility into pending actions, and provide faster access to frequently used tasks.

• Department Selection: Enables users with access to multiple Departments to switch between an aggregated ALL view and individual Department views, ensuring that dashboard information is relevant to the selected scope.

• Customizable User Dashboard Image: Allows Administrators to replace the system-provided default cover image with an organisation-specific image, such as a branded banner or corporate visual, to provide a more personalized dashboard experience.

• Enhanced Bulletin Placement: Positions the existing Dashboard Bulletin at the top of the dashboard, making important organisation-wide announcements, such as planned maintenance, policy updates, and security directives, more prominent and easier to notice.

• The End User Dashboard has been enhanced to provide a more consolidated and action-oriented experience, helping users stay informed of pending work, manage approvals, track assigned assets, monitor open requests, and access frequently used self-service actions from a single dashboard.

  • Response Needed

  • Escalate or Follow Up

  • Approvals and Refer Backs

  • My Accepted Assets

  • Asset Pending Acceptance

  • Asset Reconciliation

  • Split View for Open Incidents and Service Requests

  • Quick Actions Panel

✅ Perks at a glance

• Personalized Dashboard
  Displays only the tasks that require the current user's attention.
  

• AI-Assisted Actions

  Provides AI-generated suggestions to help users respond faster and with greater confidence.
  

• Action Without Navigation

  Complete common ITSM tasks directly from the dashboard without opening individual tickets.
  

• Faster Resolution

  Reduces delays caused by pending approvals, unanswered queries, and referred-back tickets.
  

• Improved Productivity

  Keeps users focused on high-priority actions with contextual, real-time insights.

Figure: User Dashbaord

For more information, refer to User Dashboard.

Standard Change Template Enhancements

User Persona: Analyst

Why risk using outdated Standard Change Templates when you can proactively manage their lifecycle?

This enhancement introduces Expiry Date management for Standard Change Templates, enabling organizations to maintain an up-to-date template catalogue, improve governance, and ensure expired templates are identified and managed before they become a risk.

✅ Perks at a glance

Improved Template Governance

Standard Change Templates can now be assigned and managed with expiry dates, ensuring templates remain valid, relevant, and compliant with organizational requirements.

Better Visibility

Expiry dates are displayed during template selection and import activities, helping users make informed decisions and avoid using outdated templates.

Proactive Lifecycle Management

Change Managers can easily track, filter, edit, renew, or retire templates before they expire, reducing operational risk and administrative overhead.

Figure: Expiry Date Calculation - Change Template

For more information, refer to Display Expiry Date Calculation for Standard Change Records and Display Expiry Date for Standard Change Templates.

Expand Change Manager Access across Workgroups

User Persona: Administrator

Why should Change Managers be blocked by workgroup boundaries when managing the Change Requests they own?

This enhancement introduces Cross-Workgroup Task Editing for Change Managers, enabling administrators to grant Change Managers visibility and edit access to all tasks linked to the Change Requests they manage, regardless of the task's assigned workgroup.

By enabling a simple configuration option, organizations can ensure that Change Managers maintain end-to-end ownership of the Change lifecycle without workgroup restrictions impacting task management activities.

✅ Perks at a glance

Complete Change Lifecycle Ownership

Change Managers can manage all tasks associated with their Change Requests, even when those tasks belong to workgroups where they do not have direct membership.

Faster Change Execution

Eliminates delays caused by workgroup access limitations, allowing Change Managers to take immediate action on linked tasks whenever required.

Improved Operational Efficiency

Reduces dependency on multiple workgroup administrators and enables smoother coordination across teams involved in Change implementation.

Figure: Change Manager

For more information, refer to Expand Change Manager Access across Workgroups.

KB Prefix for Knowledge Records

User Persona: End User/Analyst

Smarter KB Prefix IDs. Faster Discovery. Better Linking

Knowledge Record IDs now include the KB prefix (for example, KB23), providing consistent display, search, and cross-module linking across Knowledge Management and Service Requests. KB-prefixed IDs for faster discovery and seamless linking.

✅ Perks at a glance

• 🔤 Clearer Record Identification – Knowledge Records are instantly recognizable with the KB prefix. 

• 🔍 Flexible Search – Search using 1270, KB1270, or kb1270 and get the same result.

• 🔗 Easier Cross-Module Linking – Quickly find and link Knowledge Records across modules like Service Requests and Incidents.

• ✅ Consistent User Experience – Aligns Knowledge Record IDs with other modules such as SR233, making it more consistent.

  For more information, refer to KB Prefix for Knowledge Records.
  Figure: KB List page with Prefix IDs
  

My Watchlist

User Persona: Caller (End User/Analyst/Admin) / Watcher

Stay Informed. Stay Connected. No Extra Effort.

Follow incident progress effortlessly with My Watchlist—without changing ownership or workflows.

My Watchlist keeps stakeholders updated with real-time notifications and effortless collaboration—without affecting ownership or workflows.

✅ Perks at a glance

• 🔕 Non-Intrusive Tracking – Watchers stay updated without impacting workflows or ownership 

• ⚡ Effortless Inclusion – No extra steps—just add and keep everyone in the loop.

• 👀 Better Visibility – Keep watchers informed and get notifications for desired incident status. 

• 🔄 Seamless Collaboration – Add watchers via web UI or simply CC them in email

  For more information, refer to My Watchlist.

Figure: Incident Read-only View for Watchers

Lakehouse Architecture

User Persona: Administrator

Faster and More Scalable Data Processing Architecture

The Lakehouse Architecture improves data processing efficiency by enabling parallel workload execution, centralized job orchestration, optimized resource utilization, and automated execution notifications. These enhancements help organizations process large volumes of data more efficiently while improving operational visibility.

✅ Perks at a glance

• Parallel Processing
  Process multiple data sources simultaneously to reduce overall data ingestion and processing time.
  

• Centralized Job Management
  Coordinate pipeline execution, job creation, and health monitoring through a centralized gateway for improved operational visibility.
  

• Optimized Resource Utilization
  Automatically provisions processing resources when jobs start and releases them after completion to improve resource efficiency and reduce infrastructure costs.
  

• Email Notifications
  Receive automated email notifications for job completion, failures, and execution logs to simplify monitoring and troubleshooting.

SDI Routing Health

SDI Routing Health provides a centralized view of SDI routing performance, enabling users to monitor routing accuracy, identify areas of low accuracy, and understand the factors contributing to routing mismatches.

The dashboard brings together overall and workgroup accuracy, accuracy trends, impact drivers, dimension-level performance, and evaluation pipeline status, helping teams continuously assess routing quality and identify opportunities for improvement.

✅ Perks at a glance

• Improve Routing Accuracy

  Monitor how accurately tickets are routed across key dimensions and identify areas requiring attention.
  

• Identify Routing Gaps

  Highlight mismatches between predicted and actual ticket values to pinpoint routing issues.
  

• Track Performance Trends

  Monitor changes in routing accuracy over 1-day, 7-day, and 30-day closure periods.
  

• Improve Workgroup Assignment

  Measure workgroup routing accuracy to help identify incorrect ticket assignments.

Figure: SDI Routing Health

For more information, refer to SDI Routing Health.

Incident Masters, Tenant and Workgroup APIs

User Persona:  Administrator

Why rely on manual incident master management when you can seamlessly integrate and automate it?

The Incident Masters API enables organizations to create, retrieve, update, and manage Incident Master records programmatically, ensuring data consistency, streamlined integrations, and improved operational efficiency across service management processes.

The Tenant API provides a centralized and secure way to create, retrieve, update, and manage tenant information programmatically, supporting scalable administration and seamless integration with enterprise ecosystems.

The Workgroup API enables organizations to manage workgroup information programmatically, facilitating better team administration, streamlined integrations, and improved operational governance.

✅ Perks at a glance

• Seamless Integration

  Integrate Incident Master data with external applications, monitoring tools, and enterprise systems to eliminate manual data maintenance and improve data accuracy.
  

• Improved Visibility

  Access tenant details in real time, enabling administrators and integrated systems to make informed decisions with up-to-date information.
  

• Efficient Workgroup Management

  Create, update, and maintain workgroups through APIs, ensuring team structures remain accurate and aligned with business requirements.

For more information, refer to Incident Masters, Tenant and Workgroup API.

Improvements

Following are the improvements in this release.

Table: Apex Aspen Q3 Feature Improvements

Known Issues

AIW Feature Enhancements

The Product just got smarter with - AIW!

For more information on the AIW Aspen Q3 Release, refer to the AIW Aspen Q3 Release Notes. Here’s a quick look at the key features and enhancements.

Key Highlights

• Smart Incident Intelligence - Let AIW turn incident overload into intelligent action—group related incidents, and surface proven solutions to help Analysts prioritize, investigate, and resolve faster.
  

• Trigger Ingestion Pipelines from the UI Admin - Keep AIW knowledge fresh and relevant—sync enterprise content, refresh insights, and deliver smarter, more informed answers.
  

• IT Admin Agent - Stay ahead of IT challenges—centralize administration, optimize performance, and ensure seamless user experiences at scale.

Improvements

• ‘EU’ Badge Removal

Security Enhancements

To improve application security, Apex Aspen Q3 introduces enhanced DOM Sanitization for AngularJS components. Although AngularJS remains part of the product due to existing framework dependencies, the application code has been updated to sanitize DOM content, mitigating known AngularJS-related security vulnerabilities and strengthening protection against common client-side attacks.

Customer Benefits

Mitigate Security Vulnerabilities using DOM Sanitization

AngularJS continues to be used in Elbrus SP3 because of existing product dependencies. This enhancement does not remove AngularJS; instead, it mitigates known security vulnerabilities by implementing DOM sanitization and updating the application code.