> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://help.moveworks.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://help.moveworks.com/_mcp/server.

# Configure Ticketing

Configure ServiceNow ticketing in Moveworks so users can file, track, comment on, and resolve tickets from the AI Assistant - and so form submissions can complete.

**For administrators.** This page covers the minimum ticketing configuration using Moveworks defaults. For field customization and advanced mappings, see [Configuring Ticketing for ServiceNow](https://docs.moveworks.com/service-management/concierge-assistant/moveworks-setup-ticketing/new-ticketing-journeyconfigure-ticketing-for-servicenow).

## Before You Begin

* [Connect ServiceNow](/ai-assistant/getting-started/implement-on-servicenow/connect-servicenow) is complete, including user ingestion and the Bot Account.
* The integration account can reach the ticketing tables (`incident`, `sc_request`, `sc_req_item`, `sc_task`).

**Save after every change.** Moveworks Setup does not auto-save. Any time you add or modify a field, click **Save** before navigating away, or your changes are lost. This is the most common ticketing configuration mistake.

## Procedure

### 1. Create the Ticketing Configuration

1. In **Moveworks Setup**, go to **Ticketing > Ticketing Configuration > New ticketing configuration** and click **Get Started**.

   ![New ticketing configuration entry point in Moveworks Setup](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/moveworks.docs.buildwithfern.com/07185839099a8a08e802de50c899ae7d1460367a00b4a9f6b49e9da0f65724a3/docs/assets/images/setup-labs/lab5_29472106-ea98-4af3-8a57-c8ae713237d5_setup_new_ticketing.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20260826%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260826T065922Z&X-Amz-Expires=604800&X-Amz-Signature=02c8dbc198c113317fd728b88c687675dc00ee748efcb8ba24dc6e710dcb378b&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject)

2. Select **ServiceNow** as the source system.

3. Under **Connector Selection**, choose **your connector** and mark the system as **primary**.

   ![Connector Selection step with the ServiceNow connector chosen and marked as primary system](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/moveworks.docs.buildwithfern.com/da4cab6c0478ad366e862f487584097f6492ef2ccc142f87c94a679165e03ca5/docs/assets/images/setup-labs/lab5_715e4f89-68d6-4085-a36e-9597a86825f3_ticketing_connector_primary_system.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20260826%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260826T065922Z&X-Amz-Expires=604800&X-Amz-Signature=ca64e6553b51822b47a3de9de0f2a882aaf8c0cb6a6a652b487ef7fc1efba63c&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject)

4. Give the configuration a name and **Save**.

### 2. Load the Default Table Mappings

Click **Setup Defaults** at the top of the page. Moveworks pre-loads mappings for the four standard ServiceNow ticket tables:

![Setup Defaults button that pre-loads the standard ticket table mappings](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/moveworks.docs.buildwithfern.com/1229b84d6af899f84a5a4f657d5a90370e826694e38e55eee9be118db180d3a7/docs/assets/images/setup-labs/lab5_25bb3952-2898-41ab-b937-b7c140052f4d_ticketing_setup_defaults.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20260826%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260826T065922Z&X-Amz-Expires=604800&X-Amz-Signature=2575ea7cb694091dd9e501fb6a1e8ecbcb14773d5ad1c5ac86bd2bcd21eaf105&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject)

| Ticket Type  | Table         | Prefix | Default Actions                |
| ------------ | ------------- | ------ | ------------------------------ |
| Incident     | `incident`    | INC    | Query, Create, Update, Resolve |
| Request      | `sc_request`  | REQ    | Query, Create                  |
| Request Item | `sc_req_item` | RITM   | Query, Update, Resolve         |
| Task         | `sc_task`     | TASK   | Query, Update                  |

**Why all four tables:** when the AI Assistant submits a form, it invokes **Create** on `sc_request` - the parent record. ServiceNow's own workflows then generate the Request Item (RITM) and any fulfillment tasks. That is why only `sc_request` needs Create enabled on the Moveworks side.

### 3. Review the Table Mappings

On the **Table Mappings** page, click into each table and confirm the definition matches your instance. The key fields:

| Field                 | Meaning                                                                                                                         |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| Table Name / Label    | The ServiceNow table and its display name                                                                                       |
| Domain                | The enterprise domain the ticket belongs to (IT, HR, Finance)                                                                   |
| Ticket Type           | The Moveworks ticket type (mirrors ServiceNow: Incident, Request, Request Item, Task)                                           |
| Prefix ID             | The record prefix in ServiceNow (INC, REQ, RITM, TASK)                                                                          |
| Requestor Column Name | The field identifying who opened the ticket (`caller_id` for incidents; `requested_for` / `request.requested_for` for requests) |

Then open **Query > States Configuration** for each table:

![States Configuration showing how ServiceNow states map to Moveworks states](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/moveworks.docs.buildwithfern.com/d9efb9551baf6a12f1b626c4be163c3f9c2e7bdc82500fa64b60c77db22a80c6/docs/assets/images/setup-labs/lab5_4900e020-d308-49db-aa5e-8f06057dae07_ticketing_state_mappings.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20260826%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260826T065922Z&X-Amz-Expires=604800&X-Amz-Signature=dacaea32341913910c0671bdfdcc45e5a3946fe6e4fc63cb55ef6a2023251fa0&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject)

**The default state mappings match out-of-the-box ServiceNow states.** If your instance uses custom states, check every state in your source tables and map any missing ones into Moveworks - unmapped states cause tickets to display or transition incorrectly.

### 4. Enable Table Actions and Access

1. On **Table Actions**, confirm the tables you want live updates for (at minimum **Incident**) are enabled for **Polling** and **Concierge Updates**. **Save**.
2. Set the **Access Control Strategy** (for example, **Public to all members**). **Save**.

   ![Access control strategy set to public to all members](https://fdr-prod-docs-files-public.s3.us-east-1.amazonaws.com/moveworks.docs.buildwithfern.com/299508cb1b322c1a0740259db774c5a0087672bf054d75132cffaa8da328cc30/docs/assets/images/setup-labs/lab5_647d5e32-dfbc-44e3-965e-113792a5c417_public_to_all_save.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA6KXJSKKNFOCF7G4B%2F20260826%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260826T065922Z&X-Amz-Expires=604800&X-Amz-Signature=817fd8eb4a95cfd7fc80ce8ec4296f60f86ffbb3ea95cef8d8890df9196e35c0&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject)

### 5. Set the Service Portal URL

Go to **Service Portal URL** and create a configuration with your connector and your portal's base URL (for example, `https://[your-instance].service-now.com/esc`). This controls where users land when they click a ticket link in chat. **Save**.

## Result

From the AI Assistant, users can file a ticket, check the status of their tickets, add comments, resolve, and reopen - and form submissions now complete end to end, creating a REQ/RITM in ServiceNow (verify under `sc_req_item.list`).

## What to Do Next

* Test each ticket action in the AI Assistant: file, query, comment, resolve, reopen. If an action fails, the **API Logs** page in Moveworks Setup shows exactly what was sent and which field ServiceNow rejected - misalignment between the ticket mapping and your instance's required fields is the most common cause.
* Deploying inside the ServiceNow Employee Center? Continue to [Configure EmployeeWorks on Web (Formerly Slate)](/ai-assistant/getting-started/implement-on-servicenow/configure-employeeworks-on-web).
* Complete the [Launch Checklist](/ai-assistant/getting-started/moveworks-best-practices/how-to-enable-your-moveworks-assistant/go-live-checklist) before announcing the AI Assistant to employees.