Bi-Weekly Product Release Notes - Dec 16, 2025

Features

The following features have been added to the Aisera Gen AI Platform in this release.

Access Control

The following feature has been added to Access Control in this release.

Assign Application Access for PII by Role

You can now create a custom role and then give that role access to Personal Identifiable Information (PII), by choosing the piis attribute for your new role.

NOTE: application-level (AiseraGPT Details) permissions take precedence over tenant-level permissions. As a result, if you have read-only access defined at the application level, it may override tenant-level read/write permissions and prevent actions such as adding or removing tags on Requests.

Recommended Workaround

1. Navigate to Settings → AiseraGPT with an Admin login

2. Open the application where the issue is observed.

3. Scroll to the bottom of the page and review the Access Attributes section.

4. Remove any application-level read-only access attributes:

   • Click Assign Access Attributes

   • Delete the relevant record by clicking the X icon

   • Click OK to save the changes

It is a best practice to validate this behavior in your staging tenant first and, once confirmed, apply the changes to your production tenants.

Knowledge Base Article Generation

The following feature has been added to KB Article Generation in this release.

Single KB Article Generation

There are a few different ways to create a Knowledge Base Article from a single ticket:

• Ticket Window (see section below)

• Agent Assist Application Window

• Knowledge Generation Individual Ticket Window

To create a Knowledge Base Article from the Admin UI Ticket Window:

1. Verify that your Aisera Admin UI User has the kbgen permission:

2. As an Aisera Admin, navigate to Settings > User Accounts.

3. At the end of one of the lines in the User Accounts list, click the pencil icon to edit the Aisera User Account Details.

   
4. View the roles assigned to the Admin UI User. Make sure the kbgen checkbox is chosen.

5. Navigate to SOR > Tickets in the Aisera Admin UI.

6. Choose a ticket from the Tickets list (below the Tickets over Time graph).

7. If you want to add more comments to a ticket to improve your Knowledge Base Article, click the pencil icon next to the Additional Notes field.

   
8. Add comments in the Additional Notes field. These comments will NOT be written back to the SOR source. They will just be used to enhance the Knowledge Article creation.

   
9. Click the Submit button. You will see a ‘Notes submitted successfully’ message.

10. From the Ticket window, click the Generate Document button.

1. Choose the application/bot that is associated with the SOR where you want to write the Knowledge Base Article from the pull-down list for the App Name field.

1. Select a template for your Knowledge Base Article. For individual tickets (that are not part of a Cluster) the template options are Default and KCS.

2. Click OK. This starts the Knowledge Generation Job. You will see a success message like the one below:

   

Ability to Delete and Regenerate Documents

This release gives you the ability to delete documents that are not helpful, allowing the associated tickets to be evaluated in future job runs. The ability to delete documents allows you to regenerate documents from the original tickets after adding additional comments.

The new Delete Document option is available in the Actions pull-down menu, in both the Knowledge Generation Clustered Tickets and Knowledge Generation Individual Ticket windows.

To Delete a Document using the Knowledge Generation Individual Ticket window:

1. Choose Content Generation > Knowledge Generation Individual Ticket from the Aisera Admin UI.

2. Highlight the document you want to delete in the document list.

3. Select Delete Document from the Actions pull-down list in the upper-right corner of the window.

After you delete a document from the Knowledge Generation Individual Ticket window, the document is removed.

To Delete a Document using the Knowledge Generation Clustered Tickets window:

1. Choose Content Generation > Knowledge Generation Clustered Tickets from the Aisera Admin UI.

2. Highlight the document you want to delete in the document list.

3. Highlight one or multiple documents within a cluster.

4. Select Delete Document from the Actions pull-down list in the upper-right corner of the window. You will receive a confirmation message similar to, "Are you sure you want to delete the selected 1 document(s)?”

1. Click Yes within the confirmation dialog window.

Deleted documents are greyed out in this window, instead of being removed, to ensure that the Data Processing Funnel remains consistent with the original cluster count. You can not click on or perform actions on greyed-out documents.

If all documents within a cluster are deleted, the job is deleted. The corresponding Job Name is automatically removed from the Job Filter dropdown.

The corresponding Job Name is automatically removed from the Job Filter pull-down menu.

User Permission to Generate and Publish KB Articles from Agent Assist (for ServiceNow and Salesforce Widgets)

In previous releases, we introduced the ability to generate knowledge base articles directly from the Agent Assist widget when closing a ticket. This can be useful if the Aisera Answer provided was not satisfactory.

This release introduces access control for both Generate Knowledge and Publish Document actions through two new permissions. The added roles generate_knowledge_admin and publish_knowledge_admin control the ability of a user to generate knowledge and publish generated knowledge respectively.

Generate Knowledge Button

If the Agent Assist user has the correct permission (set in ServiceNow or Salesforce), the Generate Knowledge button appears in the Agent Assist Resolutions tab when the user is working on a ticket that does not have a Knowledge Article generated from it.

Access to the Generate Knowledge button works as follows:

• When access is granted, the application/bot user is able to generate KB Articles from tickets

• When access is revoked, the Generate Knowledge button is not visible for the tickets for which KB Articles have not been generated yet.

• When access is revoked, KB Articles are visible for tickets that have already generated KB Articles.

• When access is revoked, KB Articles are visible for tickets for which KB Articles have already been published to a System of Record (SOR).

Publish to SOR Button

If the Agent Assist user has the correct permission (set in ServiceNow or Salesforce), the Publish to SOR button appears in the Agent Assist Resolutions tab when the user is working on a ticket where a Knowledge Base Article has been generated, but has not been published to the System of Record.

Access to the Publish to SOR button works as follows:

• When access is granted, the Publish to SOR button is visible for the tickets where a KB Article has been generated, but is not published yet.

• When access is revoked, the Publish to SOR button is not visible for the tickets in which a KB Article has been generated, but is not published yet.

• When access is revoked, the Generate Knowledge button is visible for the tickets where a KB Article has not been generated yet.

• When access is revoked, the KB Articles are visible for the tickets for which KB Articles were previously generated.

• When access is revoked, KB Articles are visible for the tickets for which KB Articles were previously published to the System of Record (SOR).

The new roles allow administrators to set permissions for agents that are permitted to generate and publish documents to the source system.

Note that the external data source must be chosen as the System of Record (SOR) for your application before anyone can publish documents (have write access) to it.

In the example above, the application/bot is associated with four different data sources, but only is chosen as the System of Record (the external system that the application writes back to).

Review the data sources associated with your application/bot by navigating to Settings > AiseraGPT in your Aisera Admin UI. In the Data Sources section of the AiseraGPT Details window, make sure the data source your plan to publish to is chosen as the SOR.

To assign user generate/publish permissions in ServiceNow:

1. Navigate to System Security > Users as an Admin User in your company’s ServiceNow application.

2. Select the agent whose access you want to manage.

3. In the Roles tab, click Edit.

4. Assign the appropriate roles:

5. generate_knowledge_admin – enables the Generate Document button

6. publish_knowledge_admin – allows the user to publish the generated document

To assign user generate/publish permissions in Salesforce:

1. Navigate to Setup > Profile as an Admin User in your company’s Salesforce application.

2. Click on one of the profiles.

3. Choose Custom Permissions.

4. Add:

   1. Generate knowledge Access – enables the Generate Document button

   2. Publish knowledge Access – allows the user to publish the generated document

Knowledge Generation Individual Ticket Window

You can generate a Knowledge Base Article from an Individual (not part of a cluster) Ticket using the Knowledge Generation Individual Ticket window.

To create a Knowledge Base Article from a Ticket with the Knowledge Generation Individual Ticket window:

1. Navigate to Content Generation > Knowledge Generation Individual Ticket in the Aisera Admin UI. This window was created to help you manage your Knowledge Base Articles that are not part of a Knowledge Cluster.

   
2. To create a Knowledge Article from one of the tickets in the Tickets list on this window, double - click on the ticket you want to generate from and click the Generate Document button as described in the Single KB Article Generation section above.

Event Studio

The following feature has been added to Event Studio in this release.

Specify Notification Channels for a Trigger

The Event Studio now includes a Trigger configuration field where you can specify the channels for notification.

To set the Notification Channels for your Trigger:

1. Navigate to AI Automation >Event Studio in the Aisera Admin UI.

2. Choose an existing Event Trigger or choose the + New Event Trigger button.

1. On Step 3 for a new Trigger or in the Event Handler tab of an existing Trigger, choose the channels you want to notify from the Channels pull-down list. The notifications for this Event Handler Type will only be sent to the selected channels. For all new configurations where you are setting up Ticket Concierge with the Event Trigger/Handler, the notification Channels selection is mandatory. For existing tenants (that were created before this release), the Channels field will be empty and it will fallback to the default behavior of notifying in All Channels or the Last Active Channel based upon whatever is configured for your application/ bot.

To set the Notification preferences in your application/bot:

1. Navigate to Settings > AiseraGPT in the Aisera Admin UI.

2. Choose the application/bot you want to edit.

3. Select the pencil icon in the upper right corner of the AiseraGPT Details window.

4. On the General tab, pick All Channels or Last Active Channel from the Notification Channels pull-down list.

Enhancements

The following enhancements have been added to the Aisera Gen AI Platform in this release.

Data Source Ingestion

The following enhancement has been added to Data Source Ingestion in this release.

Multi-Line Cron Schedule for Ingestion

A cron (from chronological) expression is a string used on computer servers to define a schedule for running tasks at specific times or intervals. It is commonly used in Unix-based systems for scheduling repetitive or sequential tasks.

A typical cron expression consists of five fields (or six, if seconds are included), each representing a different unit of time:

• Minute (0 - 59)

• Hour (0 - 23)

• Day of the month (1 - 31)

• Month (1 - 12)

• Day of the week (0 - 7, where both 0 and 7 represent Sunday)

For example, the cron expression 0 3 * * 2,4 is used to schedule a task to run at 03:00 AM on Tuesdays and Thursdays 1.

Cron expressions can be complex, especially when specifying multiple schedules or excluding specific dates.

In previous releases, you could specify a schedule with a cron expression on a single line. Now you can specify a schedule with a multiple line cron expression.

To set a multiple line cron expression for a Data Ingestion Schedule:

1. Navigate to Settings > Data Source.

2. Open an existing data source.

3. Choose the pencil icon in the upper-right corner to edit the data source.

4. Make sure you're in the General tab of the Edit Data Source window.

1. Select Custom from the pull-down list of items for the Schedule field.

2. Enter a cron expression in the first field.

3. Choose the + Add Schedule button to add another schedule line. Repeat this step to add more lines, up to a maximum of five.

4. Click OK.

After you have set the schedule, you will see it displayed on the right side of the Data Source Details window.

Connectors

The following enhancements have been made to Connectors in this release.

New Interact Connector

You can now select Interact as an Integration Type and Data Source Type when you choose a pre-mapped external data source.

Authorization Types

The following enhancements have been made to Authorization Types in this release.

New OIDC Authorization Type

You can now use the Open ID Connect (OIDC) to enable single-sign-on (SSO) between OAuth-enabled applications.

If you do not want to create a generic service account for an Aisera Admin to access your external system, you can use an OIDC connection that returns an end-user auth token.

Then the Aisera Gen AI platform uses that token in headers for the external system REST calls (behind the scenes) to return data that is specific to that user. This is useful when you're using external HR systems that have Personally Identifiable Information (PII) and sensitive user-specific data.

Currently OIDC is supported by Aisera's ServiceNow and Generic integrations.

To create an OIDC Integration:

1. Navigate to Settings > Integrations in the Aisera Admin UI.

2. Click the + New Integration button in the upper-right corner.

3. Choose either the ServiceNow or Generic integration icon.

4. Click Next.

5. Select OIDC from the Auth Type pull-down list.

1. Enter the query parameters that will be used for the External System REST query.

1. Click OK.

New OAuth Custom Authorization Type

A new authentication type, "OAuth Custom", is now available in the authentication dropdown for Generic Connectors. This feature was developed in response to customer requests for supporting non-standard authentication fields and flows, enabling integration with third-party systems that require custom key-value pairs.

To use the OAuth Custom Authorization Type:

1. Navigate to Settings > Integrations in the Aisera Admin UI.

2. Choose the + New Integration button in the upper-right corner.

3. Type Generic in the Search field.

4. Select the Generic icon.

5. Click Next.

6. Fill in a Name for the integration and add the Endpoint.

7. Click Next.

8. Select OAuthCustom from the Auth Type pull-down list.

Choosing OAuthCustom displays a full set of fields for custom authentication.

1. Enter the parameters you want to use for authorization. The parameter fields correspond to the following authorization fields in a database:

• tokenPrefix (string)

• access_token_url (string)

• accessTokenMethod (string)

• accessTokenBodyIsJson (checkbox)

• encryptedAccessTokenBody (encrypted string, JSON snippet)

• encryptedAccessTokenHeaders (encrypted string, JSON snippet)

• accessTokenExtractionPath (string)

• refreshTokenExtractionPath (string)

• expiresInExtractionPath (string)

• useRefreshToken (checkbox)

• refreshTokenURL (string) — Note: The field is now camelCase (refreshTokenURL) for backend compatibility (previously refresh_token_url)

• refreshTokenMethod (string)

• refreshTokenBodyIsJson (checkbox)

• encryptedRefreshTokenBody (encrypted string, JSON snippet)

• encryptedRefreshTokenHeaders (encrypted string, JSON snippet)

• accessTokenExtractionPathFromRefreshRequest (string)

• refreshTokenExtractionPathFromRefreshRequest (string)

• expiresInExtractionPathFromRefreshRequest (string)

• trustAnySSLCertificate (checkbox)

• clientCertificateP12Path (string)

• clientPrivateKeyPem (encrypted string)

• clientCertificatePem (encrypted string)

• customSSLCertificate (encrypted string)

• Security & Usability Enhancements All encrypted fields (encryptedAccessTokenBody, encryptedAccessTokenHeaders, encryptedRefreshTokenBody, encryptedRefreshTokenHeaders) are stored as strings in the auth_config JSON to ensure proper encryption/decryption by the backend. Encrypted fields are masked for all users except those with the Administrator role.

For users with an Administrator, an "eye" icon is displayed to reveal secret values in password-type fields. For fields accepting JSON data, the "eye" icon is not available due to technical limitations (these are not password fields).

1. Click OK to complete the authorization configuration.

Issues Resolved in the Release

Aisera ID	Product Area	Summary
12.10.2025.1	Agent Assist	User is still able to see the publish to SOR icon from the document details page with None/Read permission for Publish to SOR
12.10.2025.2		Nlp Build failure
12.10.2025.3		New Aisera logo is not updated in Agent Assist Zendesk widget
12.10.2025.4		New Aisera logo is not updated in Agent Assist Salesforce widget
12.10.2025.5	AI/ML Platform	Utterance validation job failing on production clusters
12.10.2025.6		Handle Java Objects in fetchLLMChatAnswer grpc method
12.10.2025.7	AI Ops	Updating the aiops model jobs(incident-clustering, major-incidents) in the ui is causing the jobs to faile
12.10.2025.8		Major Incident Timeline function is failing with undefined variable name error
12.10.2025.9	Analytics/Test Suite	Disallow Switching Bots Mid-Transaction While Adding Requests to Test Suite
12.10.2025.10		Requests with a service catalog response are displaying as blank in Test suite
12.10.2025.11	Conversation	Inconsistency in Rag answer due to Generation prompt giving fall back intermittently.
12.10.2025.12		Handle null value for fulfillmentTypes field in 1.0 bot configurations.
12.10.2025.13		CDS Shouldn't go into a hard to break loop in cases where 2 or more flow descriptions are very similar.
12.10.2025.14		Retrain app - Trigger training based on the version of conv bot (1.0 or 2.0).
12.10.2025.15		Form Submit shows Raw data in the Webchat when page is Refreshed.
12.10.2025.16		Workflow buttons issue in Webex Teams when Streaming experience is enabled
12.10.2025.17		message_feedback_request conversation missing and unable to Import
12.10.2025.18		FormNode: Password Fleld data is not masked in Conversation History
12.10.2025.19		Outdated Aisera logo in Admin UI pages
12.10.2025.20		Formatting Issue While Image Is Present In 1.0 Bot RAG Response
12.10.2025.21		Field Values Not Displayed in Tenant Request Tab Despite Being Present in Channel Response
12.10.2025.22	Workflows/Hyperflows	“Get Ticket Detail” Action Fails in Ticket Management – Create Ticket Flow
12.10.2025.23		NPE in Conversation Server when invoking Test Hyperflow
12.10.2025.24		Hyperflow announces function calling
12.10.2025.25		Multiple `Debug Info` UI labels showing up on screen
12.10.2025.26		Flow Editor Lost Last Saved Information after Test
12.10.2025.27		JS Executor 15 seconds time out causing flows to break
12.10.2025.28		Sections in an optimized HF prompt should match the HF prompt template sections
12.10.2025.29		Jobs page does not show latest job triggered
12.10.2025.30	Ingestion & Connectors	ExternalSystemController: Not able to remove text field from Integration Config
12.10.2025.31		OAuthPasswordClient refresh token logic regression
12.10.2025.32		Custom script not getting saved when creating SNOW DS
12.10.2025.33		When skipping a document, specify document details in the log
12.10.2025.34		Data Crawler issues - where Job Status is showing 2.6K documents where as in SOR i can see only 1.7K documents
12.10.2025.35		On Prem: Malformed URLs in RAG Response
12.10.2025.36		Scheduled triggers do not work
12.10.2025.37	KB Article Generation	Generate knowledge button should be re-enabled after deletion of the document.
12.10.2025.38		Generated Knowledge showing as not available when navigated from the document details page.
12.10.2025.39		User is not able to provide tags for the documents.
12.10.2025.40		When the document is deleted i still see the title of the document in the similarity drop down.
12.10.2025.41		Additional notes not getting saved for single ticket.
12.10.2025.42		i still see the job name shown in the drop down when all the documents in the cluster are deleted
12.10.2025.43		With write access enabled for a user, User is not able to see the generate knowledge button.
12.10.2025.44		Deletion of document generated using single ticket errors 'Cannot convert undefined or null to object'.
12.10.2025.45		Deleted document should be displayed in grey color.
12.10.2025.46		No feedback for action for delete button with error 'Cannot convert undefined or null to object'.
12.10.2025.47		Ticket is not getting converted to good quality even after adding proper additional notes and running kb generation job.
12.10.2025.48		Generate knowledge button observed in details page.
12.10.2025.49		Refresh button position is not at correct position.
12.10.2025.50		Generate document button getting disabled for other app after refreshing the page.
12.10.2025.51		Error 'Access denied: Invalid bot context' on selecting bot from the drop down.
12.10.2025.52		Description needs to be changed for Generate Document and Publish.
12.10.2025.53	Ontology	Ontology Discovery Job Failing
12.10.2025.54		Append the review_status condition for ai_entity_categories query in utterance-expansion component of ds-utilities.
12.10.2025.55		Rejected Entity Class not shown for rejected entities in review_mode.
12.10.2025.56	Sustaining Engineering	Issues observed in node renderer during stress validation with 1000 pages
12.10.2025.57		Issues with some pdfs document conversion.
12.10.2025.58		Unable to Crawl Web Data