Mint Service Desk On-Premises 3.4.1 builds on the features introduced in version 3.4.0 and adds further improvements to the Customer Portal, Knowledge Base, ticket creation, automation, email integration, and approval management.
This release focuses on better organization of request forms, greater control over content and access, and improved stability of automated processes.
🚀 New features
Customer Portal enhancements
The Customer Portal has been extended with new options for organizing and presenting Cases and Containers.
The new capabilities include:
- a tree-based Case view,
- configurable Customer Portal layouts,
- an updated presentation of Cases and Containers,
- support for nested Containers within the tree structure.
These changes make it easier to build larger service catalogs and organize request forms for different departments, services, and processes.
Knowledge Base improvements
The Knowledge Base now supports article versioning, allowing teams to manage content revisions and review previous versions.
The release also introduces:
- additional article visibility settings,
- extended access controls for agent roles,
- new columns in article lists, including article name and revision information.
These changes provide greater control over Knowledge Base content and make article management more transparent.
Improved ticket creation forms
Custom fields can now be displayed directly below the message content field when creating a ticket.
This provides greater flexibility when designing ticket forms and allows additional information to be collected closer to the main description of the request.
Snippet support in automations
Snippets can now be used in automations that include the Create Ticket action.
This extends the automated ticket creation functionality introduced in version 3.4.0 and allows predefined or dynamic content to be inserted into automatically created tickets.
Document Templates for Assets
Document Templates are now available for Assets.
DOCX documents can be generated using data stored in an asset record. The feature follows the same mechanism as the Document Templates already available for tickets.
New custom field type: Link Button
A new custom field type has been introduced for creating configurable action buttons.
Depending on its configuration, the button can:
- open a specified link,
- execute a configured request,
- retrieve and display HTML content,
- display a warning,
- require confirmation before executing an action.
This allows process-specific actions to be added directly to forms and system views.
Approval History in ticket details
A new Approval History section has been added to ticket details.
The section is available from the side panel and provides access to approval records associated with the ticket.
🎨 Changes and improvements
Email Integration enhancements
Support has been added for mailboxes that do not require certificates.
Mailbox configuration has also been extended, allowing administrators to define whether a mailbox is used:
- for sending emails only,
- for receiving emails only,
- for both sending and receiving emails.
This provides greater control over how individual mailboxes are used within the system.
External Integrations optimization
Multiple improvements have been introduced within the External Integrations framework.
The changes focus on:
- improved performance,
- increased stability,
- greater reliability of integration processes.
Automation engine improvements
The automation engine has been extended with advanced loop detection and prevention mechanisms.
The system can now identify and stop recursive automation executions that repeatedly trigger the same rules or actions.
This reduces the risk of uncontrolled automation loops and improves process stability.
Delayed locking of closed tickets
Administrators can now define a delay after which a ticket with the Closed status becomes locked.
The ticket can be reopened until the configured period has passed. After that time, reopening is blocked and the ticket lifecycle is considered complete.
This feature complements the closure controls introduced in version 3.4.0, including Resolution Notes and required custom fields before ticket closure.
🛠️ Fixes and stability
Version 3.4.1 also includes technical fixes and optimizations that improve the stability, performance, and reliability of the Customer Portal, automation engine, email integration, and external integrations.
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