The bot will directly perform actions in Cherwell to create, update, and query information about tickets.
The Moveworks service interacts with your Cherwell platform so that the bot can:
- monitor tickets for autonomous resolution;
- reach out to an employee when a ticket needs the employee's attention;
- create tickets to log issues the bot has resolved autonomously;
- create tickets for issues that require an agent's attention;
- load Cherwell forms so that the bot can serve them to employees; and
- read the Cherwell user roster so that the bot can log and assign issues appropriately.
Moveworks specifically needs access to the following Business Objects
- Customer – to build ITSM roster
- Incident – to manage ticketing
- Journal (all subtypes) – to manage comments
- KnowledgeArticle – to ingest knowledge
To perform the actions listed above, Moveworks needs one account for the bot on your Cherwell Production instance.
A dedicated service account in Cherwell allows the Moveworks service to read and update tickets, and read users, and forms. Ensure this is a local Cherwell account and not linked to Windows authentication.
Share the Client key of this account with your Moveworks Customer Success Engineer.
If you have a Cherwell sandbox instance, replicate the above steps to create a service account in the sandbox.
This account is used for testing - please grant access to an instance that is the closest to what is deployed in your prod instance for the Moveworks Team.
Updated 5 months ago