Introducing Tasks in Serval Tickets

While Serval can automate just about anything, we know that some IT processes still require manual actions. Handing a laptop to a new hire. Scheduling a welcome lunch. Handing over physical badges for access. Until now, those steps lived in spreadsheets or Jira sub-tasks, disconnected from your automated workflows.

Today we’re fixing that. Serval workflows can now create and track manual tasks inside the same ticket that runs the automation. One timeline, one audit trail.

How it works

1. Configure tasks in the workflow builder

   Add one or more “Tasks” to any of your Serval workflows —onboarding, offboarding, access requests, incident response initiation, you name it.

   
   

2. Dynamic assignment

   Route the task to a hard-coded user, or dynamically route to a requester’s manager, the app owner, or particular user with attributes pulled from Okta, Slack, or another integrated system.

   
   

3. Slack-first notifications

   When the workflow runs, assignees get a direct message with the task details. They can mark it complete right from Slack or in the Serval ticket view.

   
   

4. Real-time status & audit trail

   Task progress appears in the conversation thread next to the automated steps. Every state change is stamped for later reporting and compliance reviews.