Pre-Requisites

Ensure the required ITSM Connector has been created with the necessary permissions. Please refer to the Ticketing Systems & ITSMs Access Doc for details.
Ensure the required Ticketing settings have been created. Please refer to the How to Guides for Ticketing Plugin Doc for details.
Ensure the required Identity settings have been created. Please refer to the How to Guides for User Identity Plugin for details.
Ensure access to your tenant's MyMoveworks portal and the Moveworks Setup module.

Configuration Steps

Step 1: Configure EXI Filters

Navigate to Moveworks Setup within your MyMoveworks portal.

Search for Analytics App Settings Edit under Analytics and Data
Click Create in the upper right

Set App Namespace to ESI

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When setting the below Persona Filters, ensure that these values are indeed mapped to your user and ticket roster. If not, the filters will not behave as expected.

Set the Persona Filters that are desired. These values will be the filters that are available within EXI. Common values are the following (max limit of 10 filters is applied):
1. country_code
2. region
3. division
4. location
5. ticket_type

Click Submit

Step 2: Conduct Ticket Backpolling

WithinMoveworks Setup, navigate to Ticket Backpolling

Select an Integration. This value will be the name of your main ITSM connector (snow, jira_service_desk, etc.)

Choose the Start date for backpolling
1. Ex. 04/30/2025
Choose the End date for backpolling
1. Ex. 07/30/2025

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Based on the amount of tickets in your ITSM, it is recommended to do backpolling in 3 to 6 month batches. If you need to backpoll for a whole year, it is best to do 2 6-month range backpolls.

Click Start Backpolling

You will now see your Backpolling job is Scheduled. This job will move to Running within 10 minutes.Based on the number of tickets in your time frame, this job can take from a few days to 2 weeks to finish.

Validation

Once the Backpolling job is marked as Complete, you will see the populated tickets and data within EXI.