← All updates
October 3–9, 2026
Improvement
Service Desk
Claim messages update when a request is closed
Impact
No more opening a request to claim it, only to find it's already closed.
What
When a request is escalated, the people who can pick it up get a Slack or Teams message with a Claim button. Now, if the request is closed before anyone claims it, that message updates itself to say the request has been closed and the Claim button goes away. Nobody gets a new ping. The existing message just changes.
Where
Escalation messages in Slack and Microsoft Teams.
Who
Service desk agents and the teams requests are escalated to.
