Lab #4: Forms

🛠️ 1: Walkthrough

1.1: Configure IT Service Catalog Ingestion

1. Navigate to Forms > Import > Import Settings in Moveworks Setup
2. Click New Ingestion
3. Select Integration: Choose your snow connector
4. Select Domain: Choose IT
5. Under Filter Settings, select Default Filter
6. Catalog IDs: Navigate to your PDI and go to sc_catalog.list to find the sys_id of the IT Service Catalog. Paste it here.
7. Form Requester Field Names: Enter requested_for
8. Click Save and then Run Ingestion
9. Navigate to Forms > Ingested Forms and confirm the following forms appear:

• Check Fillability: Click on Request New Laptop — verify it shows as fillable with variables (laptop_model, delivery_location, justification, needed_by_date, urgent)
• Check User Criteria: Click on Request Production Server Access — verify it shows restricted access (IT Department only)
• Test in Bot: Open the Moveworks bot in Teams/Slack and type "I need a new laptop" — Moveworks should surface the “Request New Laptop” form and begin conversational form filling

1.2: Add the HR Service Catalog

1. Navigate to Forms > Ingestion in Moveworks Setup
2. Click Add Domain Configuration (or + Add if using the multi-domain view)
3. Select Integration: Same snow connector
4. Select Domain: Choose HR
5. Under Filter Settings, select Default Filter
6. Enter the Catalog ID for the HR Service Catalog — find it the same way as section 1.1: go to sc_catalog.list in your PDI and copy the sys_id for HR Service Catalog
7. In the Form Requester Field Names field, enter opened_for — HR catalog items typically use opened_for instead of requested_for
8. Click Save and Run Ingestion

1.3: Inspect Record Producers

After ingestion completes, go to Forms > Ingested Forms. You should now see both IT and HR forms. Look for the two Record Producers:

1.4: Configure Fillability Overrides

To make the “Report IT Issue (Optimal)” record producer fillable in-chat:

1. In Forms > Ingestion settings, scroll to the Advanced Deflection & Fillability section
2. Find the field Form Filling Enabled Override
3. This uses DSL (Domain Specific Language) rules. Enter a rule to target the specific form (find the sys_id by clicking the form in Forms > Ingested Forms and copying it from the details panel):

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form.sys_id EQ "<sys_id_of_Report_IT_Issue_Optimal>"

4. Click Save and Re-run Ingestion
5. Go back to Forms > Ingested Forms — “Report IT Issue (Optimal)” should now show as Fillable

Fillability Override Reference:

1.5: Exclude Specific Forms

Sometimes you need to exclude specific forms from ingestion entirely (e.g., deprecated items, internal-only forms, or the intentionally bad “Report Issue (Non-Optimal)” record producer).

1. In Forms > Ingestion settings for the IT domain, find the Disallowed Form IDs field
2. Enter the sys_id of “Report Issue (Non-Optimal)” — find it in your PDI at sc_cat_item_producer.list, click the form, and copy the sys_id
3. Click Save and Re-run Ingestion
4. Verify in Forms > Ingested Forms that “Report Issue (Non-Optimal)” no longer appears

1.6: Advanced Filtering — Custom Query Filter

Instead of the Default Filter, you can use an Advanced Filter with a custom query.

1. Switch the Filter Type from Default Filter to Advanced Filter
2. Enter a custom query filter. For example:

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active=true^categoryISNOTEMPTY^sys_class_name=sc_cat_item

This example ingests only active, categorized, standard catalog items (excluding record producers and order guides).

3. After testing, switch back to Default Filter for this lab — Advanced Filters are shown here for awareness

1.7: Handling Client Scripts

If a form has client scripts that prevent native rendering, you can tell Moveworks to ignore specific scripts:

1. In Forms > Ingestion settings, find Script IDs to Ignore
2. Enter the sys_id(s) of the client scripts to skip (find these in your ITSM’s script list for the catalog item)
3. After re-ingestion, the form may become fillable in-chat since the blocking scripts are ignored

✅ 2: Verification & Next Steps

1. Ingested Forms Check:
   • IT catalog items: 6-8 forms (minus any excluded)
   • HR catalog items: 5-6 forms
   • “Report IT Issue (Optimal)”: shows as Fillable (after override)
   • “Report Issue (Non-Optimal)”: Not listed (excluded via Disallowed Form IDs)
2. Access Control Check:
   • Log into the Moveworks bot as a user NOT in the IT Department or Engineering group
   • Search for “production server access” — it should not appear
   • Search for “new laptop” — it should appear and be fillable
3. Record Producer Check:
   • Search for “report IT issue” in the bot
   • Moveworks should begin conversational form filling (since you enabled the override)
   • Complete the form and verify a new Incident record is created in your ITSM (not a RITM — because this is a record producer)

🪞 3: Reflecting on This Configuration

Through this guide, you’ve learned the following:

• How to configure forms ingestion for a single service catalog using a catalog sys_id
• How to configure multi-domain forms ingestion (IT + HR with separate settings)
• The difference between catalog items (fillable by default) and record producers (may require override)
• How Moveworks handles record producers differently from catalog items — and when to override fillability
• How user criteria carries over — restricted forms are only shown to authorized users in Moveworks
• How to use Disallowed Form IDs and Whitelists to control which forms are ingested
• How to use Advanced Filters for granular control over form selection
• How to handle client scripts that block native in-chat rendering using Script IDs to Ignore
• How requester field mapping can differ by domain (requested_for vs. opened_for)
• How to verify ingested forms in Ingested Forms and test them through the bot

⚙️ 4: Configuration Details

Use the tables below to fill in the required fields accurately.

IT Service Catalog

HR Service Catalog

Forms Ingestion Settings Reference