Effective Date: March 16, 2026
We are transitioning case management to ServiceNow’s Now Support portal to provide a more integrated and scalable support experience.
No, your support engineers and escalation paths remain the same. Only the ticketing platform is changing.
All cases that are not in “Closed” status (including Pending, On-Hold, Awaiting Response, etc.) will automatically migrate during the week of March 16.
Closed cases will not be migrated into Now Support.
If you require historical case data, you can submit a request through Now Support and we will provide an export.
No. Closed cases cannot be imported into the new platform.
Click the Support tile in your Moveworks portal. You will be automatically redirected to the Now Support portal.
You will log in using your Now Support credentials.
During the transition period, you will see:
The Legacy tile will be removed once all active cases have been migrated.
This article covers how to create a Moveworks case in Now Support.
No. Beginning March 16, support@moveworks.ai will no longer accept new cases. All cases must be submitted via Now Support.
Your organization’s ServiceNow Primary Customer Admin manages user access and role assignments within Now Support.
Now Support allows for a single designated Primary Customer Admin role, but there are other admin roles that can be provided documented here.
Now Support uses role-based permissions as documented here. While users will clearly see separate product areas when filing cases, restrictions may depend on your internal role configuration. Your Primary Admin can manage permissions accordingly.
This guide documents the process to get up additional users in Now Support.
If your ServiceNow environment is managed by a partner, they will manage user provisioning and access on your behalf.
There is no cap on basic case-filing roles. If you encounter restrictions, please file a Moveworks support case so we can coordinate with ServiceNow Support Operations.
New case creation in Salesforce will be disabled on March 16. Customer should work with their Now Support Primary admin to get access to Now Support by then.
Moveworks Gov Cloud customers will migrate later to ServiceNow’s HiWave instance (targeting April/May 2026). A separate communication will confirm exact timing.