You can now retry workflow runs directly from the run history table. Choose to rerun from the beginning, retry against the latest published workflow version, or resume from the failed step while reusing successful upstream outputs. The new run links back to the original for full traceability.

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Agent tool approval gates

Agent rules now support per-tool execution policies. Configure each tool to auto-execute, require user confirmation, or require approval from a designated approver before running. Approval-gated tools are batched into a single approval round per agent plan, so approvers review one consolidated request instead of many.

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SLA policies

Service level agreements now support configurable pause statuses that stop the timer when tickets enter specific workflow stages. SLA timers fire breach alerts at a configurable duration before the deadline, and an At Risk status surfaces tickets approaching their target. Analytics dashboards group tickets by SLA policy, status, and target type, with a new Percent of aggregation for measuring compliance rates.

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Other updates

Agent ticket ownership separates AI agent work from human assignees so internal routing does not trigger notifications, CSAT, or OOO delegation
Named-assignee escalation lets agent rules specify which user gets assigned when a ticket escalates to a human
SLA Status workflow trigger fires when an SLA transitions to Attached, Alert, Breached, or Met
Wait for Approval timeout branch adds an On Timeout path when approvals expire, so stalled requests can be escalated or auto-closed
Application Approver field designates a dedicated user to approve access requests, separate from the application owner
Post-provisioning message lets you attach app-specific setup guidance that surfaces to requesters after access is granted
HiBob Get OOO Users workflow action lists who is on vacation for a date range
Compare previous period toggle overlays the preceding time period on trend cards for easy before/after comparison
Is member of / is not member of filters scope views and SLA policies to tickets where the assignee, requester, or author belongs to a specific user group
Shortcut public acknowledgement lets you configure per-form whether Slack message shortcuts publicly confirm ticket creation
Per-form field label overrides let you customize a shared custom field's label and description on a single form without affecting others
/help Slack command adds a discoverable alias for /rav so users can create tickets without remembering the prefix
Send Email adds recipients as followers so email recipients stay looped in on future agent replies
SLA target ticket filter narrows which tickets a policy applies to
Custom field columns in CSV exports include visible custom fields with human-readable option labels

Quality of life updates

Forms now default to Draft on creation so you can configure before publishing
Impacted forms preview appears when editing or deleting shared custom fields
Task templates use inline editing instead of separate tabs
Externally-synced KB documents hide the Edit button with clear guidance to edit at the source
SLA pause statuses cannot include Done or Closed status groups