What's New
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On this Page
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Improved Service Board interface for clarity and consistency
Feature Overview
Service Board introduces a refreshed user interface that improves visual clarity, consistency, and usability across the application. The update refines layouts, spacing, and interaction patterns while maintaining existing functionality.
The refreshed interface aligns components across different views and standardizes how information appears and behaves. Navigation, data presentation, and interaction elements follow a consistent structure, which improves readability.
Business Value
The updated interface improves usability by presenting information in a clearer and more structured way. Dispatchers and planners can scan data faster, navigate between views with less effort, and perform actions with fewer errors. The refresh maintains existing workflows. Teams can continue their operations without retraining while benefiting from improved visual organization.
For Administrator
Administrators can control how the Service Board UI is presented to dispatchers. Administrators can either allow dispatchers to choose their preferred UI or centrally manage the UI experience for all dispatchers.
For more information, see Navigating the Service Board UI.
For End User
End users experience a cleaner interface with improved layout and consistency. Key information appears in a structured format, which makes it easier to locate and act on relevant data. Navigation remains familiar. Tasks such as scheduling, dispatching, and monitoring continue without changes to core workflows.
Enable users to switch between modern and classic Service Board interfaces
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The Classic user interface retires on November 8, 2026. All features are available in the Service Board Modern interface. We recommend switching to Service Board Modern at your earliest convenience to access the latest features.
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Feature Overview
Users can now toggle between the Modern Service Board interface and the Classic interface. By default, users access the Modern Service Board UI. An administrator option determines whether individual users can make this choice or whether all users in an organization must use a single interface.
Business Value
The Classic interface remains available during a transition period, allowing organizations to migrate at their own pace. Users familiar with the Classic interface can continue working in that environment. This flexibility reduces friction during UI modernization and gives teams time to adapt their workflows.
For Administrator
Administrators configure UI availability. When user-level choice is disabled, the UI toggle is hidden from the users. The Classic interface will retire on November 8, 2026.
For more information, see Switching User Interface.
For End User
When administrators permit it, a toggle in Application Settings lets users switch between the modern and legacy Service Board interfaces. The setting persists across browser sessions and devices.
Sign In As another user for troubleshooting and support
Feature Overview
Service Board now allows Administrators to sign in as another user directly from the administration interface. This capability enables administrators to access the application from the perspective of a selected user and perform actions within that session. The system switches context and opens a session that reflects the selected user’s permissions and access. A visual indicator appears in the interface to show that signed in user is active, along with an option to exit the session.
Business Value
Troubleshooting user-reported issues often requires replicating the exact conditions experienced by the user. Without identity-switching capability, administrators must rely on screenshots or indirect descriptions, which slows down issue resolution. Sign In As feature provides direct visibility into the user experience. Administrators can reproduce issues, validate configurations, and verify behavior without requiring user intervention. This reduces resolution time and improves support efficiency.
Audit visibility is also maintained. Actions performed during the session are tracked, which supports compliance and operational transparency.
For Administrator
Administrators can select a user and initiate the session. Only one session remains active at a time. Starting a new session ends the previous one.
For more information, see Sign In As Overview.
For End User
End users continue to work without disruption. Their active sessions remain unaffected. Changes made during the session reflect in the system as part of normal operations. This ensures that issue resolution or updates performed by Administrators are immediately visible and consistent with expected behavior.
Alert for high volume of pending HTTP notifications
Feature Overview
Service Board now monitors the volume of pending HTTP notifications and generates alerts when the volume crosses a defined threshold. The system evaluates the number of pending notifications and triggers an alert once the configured limit is exceeded.
The alert mechanism sends a notification to the configured email address. This provides early visibility into processing delays or integration issues related to outbound notifications.
Business Value
Pending HTTP notifications can accumulate due to integration failures, network delays, or downstream system issues. Without visibility, these failures remain undetected until they impact operations.
Threshold-based alerts provide early detection. Teams can identify issues before they escalate and take corrective action. This reduces the risk of missed updates, delayed integrations, and downstream data inconsistencies.
For Administrator
Administrators configure the alert threshold using the Alert for Excess HTTP Notifications setting record.
Once configured, the system automatically monitors the volume and sends alerts when the threshold is exceeded.
For more information, see About Pending HTTP Notification Alerts.
For End User
End users benefit from improved system reliability. Alerts enable faster response to notification delays, which helps ensure that updates and integrations continue to function as expected.
Task dependency management
Feature Overview
Users can now create, update, and delete dependencies between Service Tasks within a work order. This capability enables detailed task sequencing and planning during the resource scheduling process. Two primary entry points provide access to task dependency management: a Create Dependencies dialog for establishing new dependencies, and a Manage Task Dependencies dialog for modifying existing ones.
Business Value
Task dependencies enable planners to enforce sequential execution of service work. By defining which tasks must precede or follow others—with configurable time buffers between them—organizations prevent scheduling conflicts and ensure technicians follow the correct workflow sequence. This reduces rework and improves job completion efficiency.
For End User
When two Service Tasks are selected from the same work order, the Create Service Task Dependencies option becomes available. User can select:
• Primary and Secondary Service Products
• Primary and Secondary Work Plans
• Primary and Secondary Service Tasks
• Time dependency and buffers
For more information, see Service Task Dependencies.
AI console
Feature Overview
Service Board administrators now have a dedicated AI Console for managing all Service Board AI features in a single location. The console displays a comprehensive table of all available AI actions and provides detailed customization screens for individual AI features.
Business Value
Centralizing AI feature management eliminates scattered configuration points across the interface. Administrators can quickly review all active AI capabilities, understand their scope and usage context, and configure custom AI instructions without navigating multiple screens. This streamlines administrative workflows and improves visibility into automation deployment.
For Administrator
Within Service Board Admin, a new tab called AI Console provides access to home screen with table that displays all AI actions.
For more information, see Service Board AI Console.