This guide walks you through the DSL Rule Fields present in Setup and what attributes can be used to define them. If you are using Custom Attributes in your Rules, please refer to this guide on How to Define Custom Attributes.
This is the most important DSL Rule Field in Moveworks which controls who in the Organisation has access to the AI Assistant in the Chat Interaction Platform. This control is found by navigating to User Identity > AI Assistant Access
Contexts Supported : User
Here are some rules which are commonly used across Moveworks :
DSL Rules can be leveraged in the Answers module to manage access to the plugin and control the filtering of Knowledge when being ingested. The Answers Plugin control can be found by navigating to Search > Plugin Settings from the left navbar.
The Answers Plugin has the below DSL Fields which are important :
Search > Configure Search > Classic Ingestion > Internal Knowledge > Configarticle context.
Here are the rules which are commonly used with DSL :
DSL Rules can be leveraged in the Forms module to enable the plugin and control the behaviour of the forms within the AI Assistant with respect to how they are served. This control is found by navigating to Forms > Advanced Settings > Plugin Settings from the left navbar.
Here are Rules for the Forms plugin which are commonly used across Moveworks :
This control defines if the Forms Plugin will be considered by the AI Assistant to resolve the user utterance.
This Control defines if the Forms plugin will be used for Ticket resolution when they are intercepted by the AI Assistant. Here is a Document to learn more about Ticket Interception.
Setting this Plugin to TRUE will deflect all forms provided to users in the AI Assistant to the External Ticketing System so it can be filled in the Portal.
Setting this Plugin to TRUE will enable forms which have been ingested to be fillable in the AI Assistant.
Setting this plugin to TRUE will force unfillable forms to be fillable in the AI Assistant, This does not cover 100% of all ingested. Learn more about Writing Moveworks Fillable Forms here.
Setting this plugin to TRUE will override forms which are eligible to be filled in the AI Assistant to deflect the user to the External ITSM System instead.
DSL rules are present for the People and Places Plugin which can be used to enable the plugin and control which users can leverage the Plugin within the AI Assistant. This control is found by navigating to Lookups > Plugin Settings from the left navbar.
Here is how Rules are written for People and Places Plugin :
This control can be found by navigating to AI Assistant Plugin Management > People Registry Plugin
After Enabling the Answers Plugin, Moveworks provides the ability to permission which users the Answers Plugin will be served to using Resource Permission.
You can set this up by Navigating to Resource Permissions > Permission rules where you can either create a new configuration for permissioning access to plugins. Here is a Guide to learn more about Resource Permissions and how they work.
There are 2 types of Permissioning Strategies which are supported ABAC and REBAC which you can learn more about here. The below examples will be common for AI Assistant strategies.
Here are some examples of the Rules you can write using the below DSL Fields :
These Rules are written for the Resource Selected in the Resource Rule but this should be mapped to the Integration ID which is the connector that serves the respective resource.
We also have to select the same resource in the Resource Type field. The below example shows you the Resource Permission configuration for Knowledge.
Set any Resource Permission DSL value to TRUE to FALSE to globally enable or disable it.
User Context Attribute
Resource Context Attribute
resource context attribute which allows admins to permission only certain resources to be served.
DSL Rules in Ticket Filters can be leveraged to apply standard or skill-specific control rules to exclude or include tickets accessed by Moveworks. These filters can be found by navigating to Ticketing > Ticketing Settings > Ticket Filters which are divided into the below sections.
Here are the Rules can write using the below DSL Fields in the Ticketing Filter configuration :
These DSL fields have the Ticket context attribute exposed which will be leveraged to create the DSL rule for the ticket filters.
This is the Highest/Top level filter, where any tickets that do not meet the criteria are completely ignored. Moveworks will not process those tickets at all for resolution or action via any Plugin. For more information, refer to the Moveworks DSL Reference.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
This filter defines the minimum criteria required for a Ticket which is polled, in order to be considered by the AI Assistant for a Resolution Analysis. For more information, refer to the Moveworks DSL Reference.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
Custom Ticket AttributesThis filter defines which tickets are eligible for action from Moveworks after they have been analysed for Resolution. For more information, refer to the Moveworks DSL Reference.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
Custom Ticket AttributesThese DSL fields have the Ticket context attribute exposed which will be leveraged to create the DSL rule for the skill specific ticket filters.
This filter defines tickets which are eligible to be acted upon by the Answers plugin. This is combined with “Filter for actionable tickets” which the ticket needs to pass in order to evaluate in this DSL Rule. For more information, refer to the Moveworks DSL Reference.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
Custom Ticket AttributesThis filter defines tickets that are eligible for Updates based on Ticket Activity. These are cases when a ticket has updates based on state change or addition of comments which the user will be notified about within the AI Assistant. For more information, refer to the Moveworks DSL Reference.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
Custom Ticket AttributesThis filter defines tickets that qualify for nudges, which are follow-ups from the Moveworks AI Assistant when the ticket has not been updated or acted upon in more than x days. For more information, refer to the Moveworks DSL Reference.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
Custom Ticket AttributesThis filter defines tickets which can be updated by the triage model or static rules on how triage should behave for certain conditions. For more information, refer to the Moveworks DSL Reference.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
Custom Ticket AttributesDSL Rules can be used to manage and control ticket Notifications Settings for your users based on ticket updates. These filters can be found by navigating to Ticketing > Concierge Settings > Notification Filters which are divided into the below sections.
Here are the Rules you can write using the below DSL Fields in the Notification Settings configuration :
Enables the AI Assistant to send concierge notifications for ticket state changes and comments. Note: In order to disable Notifications Block Concierge Notifications and Disable Concierge Notifications should be set to False
This control allows you to leverage the user’s timezone which has been ingested in order to send the concierge notifications in their local timezone
Allows users to receive ticket notifications on weekends during business hours.
If this control is enabled, concierge notifications will not be sent to watchers on tickets. The watcher data will be queried from the ticket while being polled.
If enabled, the AI Assistant will determine weekend hours based on the user’s geocode Information. By default, Moveworks assumes a Monday - Friday work week but if enabled, users in countries such as Israel will have their work week set to Sunday - Thursday.
DSL Rules can be used to control and manage functionalities while creating/ filing, updating or viewing tickets. These filters can be found by navigating to Ticketing > Concierge Settings > Ticket Actions which are divided into the below sections.
Here are the Rules you can write using the below DSL Fields in the Notification Settings configuration :
When enabled, tickets that are in CLOSED state will not display “Reopen Ticket” button in the dialogs in the AI Assistant.
This control provides the ability for attachments to be uploaded option to a in a ticket draft when creating or updating a ticket.
This control relies on the filter present in the Ticket filters config which be found by navigating to Ticketing > Ticketing Settings > Ticket Filters you can find the rule under the DSL Fields Universal Ticket fetching filter.
If Enabled this will only query the tickets which pass through the above mentioned filter.
If Disabled, users will be able to look up any ticket from your Ticketing system regardless of whether they were the requestor or not. Enabling this control ensures that only the tickets requestors will be able to look up their specific ticket.
If disabled, the concierge ticket filter only applies to concierge ticket notifications. Enabling this flag ensures that this filter also applies to querying a ticket (via either a broader check status query or a by simply looking up a single ticket ID).
DSL Rules can be used to manage Advanced concierge Controls . These filters can be found by navigating to Ticketing > Concierge Settings > Advanced Settings which are divided into the below sections.
️ These controls do not have DSL Validation currently but will support them in the future.
Here are the Rules you can write using the below DSL Fields in the Advanced Ticket Settings configuration :
Enables the AI Assistant to poll your configured ticketing system(s) for new tickets or updates to existing tickets.
This control only support the Time Format of HH:MM in 24h time scale. It is used to define the default system time, or local to the specific user, that business hours start.
This control only support the Time Format of HH:MM in 24h time scale. It is used to define the default system time, or local to the specific user, that business hours end.
This filter defines which tickets are eligible for notifications to ticket watcher(s). This control supports the ticket context which can be used to filter tickets that are eligible for sending out notification to watchers.
state,assignment_group,category etc
user attributes which are referenced via ticket attributecreated_by which allows us to access the user context attributes.
Custom Ticket AttributesIf enabled, the AI Assistant will determine weekend hours based on the user’s geocode information which is being ingested. By default, Moveworks assumes a Monday - Friday work week but if enabled, users in countries such as Israel will have their work week set to Sunday - Thursday.
DSL Rules can be used to manage configurations related to ticket interception plugin which polls tickets actively and tries to resolve them using other plugins within Moveworks. These filters can be found by navigating to Ticketing > Ticket Interception which are divided into the below sections.
️ These controls do not have DSL Validation currently but will support them in the future.
Here are the Rules you can write using the below DSL Fields in the Advanced Ticket Settings configuration :
Enables the AI Assistant to offer the MFA reset skill via ticket interception. Requires the Enable MFA Reset to be enabled.
Enables the AI Assistant to offer group operations (i.e. addition, creation, removal) via ticket interception. Requires at least one of Enable group addition, Enable group creation, Enable group removal plugins to be enabled.
Enables the Software Access plugin. Utilising the user context attribute to build rules which define which users will be able to request software access in the AI Assistant
Enables the AI Assistant to offer Software Access Plugin via ticket interception. Requires the Software Access plugin to be enabled.
DSL rule to define the subset of users that should be eligible for Answers Plugin to be provided for Tickets Intercepted. For more information, refer to the Moveworks DSL Reference.
DSL rule to enable Ticket interception in the AI Assistant.
Assign tickets to Moveworks Service Account when we act on those tickets for resolution.
DSL Rules are used here to control ticket nudge Notification Plugin. These filters can be found by navigating to Ticketing > Ticket Nudge Setup which are divided into the below sections.
Here are the Rules you can write using the below DSL Fields in the Ticket Nudge configuration :
Enables Notification to the users in the AI Assistant as a reminder when a conversation has been dropped off or a ticket has not been updated for more than x amount of days.
Once the DSL rules have been defined, select fields will be marked with a “Validate Syntax” & “Run” button which can be used for ensuring the Rules defined are using the right attributes and Syntax and then you can also test the rule against a example user or ticket based on the context.
Some DSL Fields support the user context attribute, you have the ability to :
Validate Syntax button is clicked after writing your rule to confirm the Syntax is valid. If the syntax is valid, then the button will turn green in color.
Run button we can use it to test the Rule in real time using a existing user in from the Moveworks Roster.Run Button opens a modal on the page which is broken down into the below sections.
Some DSL Fields support the ticket context attribute, which is also linked to the user context attribute, then you have the ability to :
Validate Syntax button is clicked after writing your rule to confirm the Syntax is valid. If the syntax is valid, then the button will turn green in color.
Ticket and User Context attributes, then we need to ensure we are accessing the user data via the ticket context attribute which should be valid.ticket.created_by Attribute in the ticketing context allows us to access the user context variables as well.
ticket attributes in the DSL rules in order to make the rules more dynamic. But in order to do this we need to ensure the Custom Attribute has been added to the Moveworks Registry. Learn more about how to Create a Custom Attributes in the guide here.
Run button we can use it to test the Rule in real time by polling an existing ticket in from the External Ticketing system.Run Button opens a modal on the page which is broken down into the below sections.
When writing DSL rules across different fields in Moveworks, You might come across scenarios where the Rule you have defined are failing due to an Invalid Syntax or invalid attribute being used.
Here are a few common errors you will run into :
When you see the Error <Attribute> is not a valid key in the DSL Field when validating the syntax, this means that one or more attributes in the rule are not valid keys within Moveworks which can be used.
Resolution Steps :
️ Reach out to the Moveworks Support Team if you are unable to resolve the DSL Error.
When you see the Error <Attribute> is not a valid key in the DSL Field when validating the syntax, this means that one or more attributes in the rule are not valid keys within Moveworks which can be used. In this case we are leveraging the custom attributes which can run into errors under the user or ticket attributes.
Resolution Steps :
custom attributes under any context, it is imperative to add these attributes into the Moveworks Registry. Learn more about how to add Custom Attributes to the Moveworks Registry here.Autocomplete feature in the DSL builder to confirm if the attribute you are using is being listed in the prediction list. If this is a custom attribute then we would need to define it in the registry before it is listing in the
️ Reach out to the Moveworks Support Team if you are unable to resolve the DSL Error.
When validating syntax, if the rule runs into a compilation error this means that there are missing or extra characters in the syntax that the DSL field either expects or does not. The error will look like :
Based on the Attribute being returned in the error we can further debug to resolve the Issue.
Resolution Steps :
[”zee]️ Reach out to the Moveworks Support Team if you are unable to resolve the DSL Error.
User, Ticket & Resource Context Attributes are not supported by all DSL Fields in Moveworks. They are present in DSL fields across plugins depending on relevancy.Validate Syntax & RUN Button options are not supported by all DSL fields and are only present for critical controls across Plugins. We will be increasing this support to more fields in the coming months.