Generic ticketing integration : Ticket gateway

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Internal preview : Ticket Gateway
Ticket gateway is currently under internal preview and may change without notice. Access will open up soon for the limited preview.

Overview

What is Ticketing Gateway?

Ticket Gateway is a new way to set up ticketing system integrations without requiring system-specific code on the Moveworks side. With Ticket Gateway, new integrations can be built in days instead of weeks. You can configure your ticketing system endpoints based on your workflows, making the system more flexible and extensible.

Standardized endpoint mapping: Add your end system APIs directly without needing Moveworks to implement system-specific code.
Flexible action customization: Chain multiple API calls and transform ticket data to fit your workflows.
Seamless native integration: Incorporate your end system directly into the Moveworks ticketing platform.

How It Works

Architecture Overview

Ticketing Gateway serves as a translation layer between Moveworks and your ticketing system. It removes the need to implement custom code for a new ticketing integration and allows you to configure your own endpoints.

The system comprises three core components:

1. External Ticketing System The system of record where your tickets are created and stored

2. HTTPActions in Moveworks Environment HTTP Actions that make API calls to your external system APIs, enabling you to build custom automations that integrate with your business systems

3. Moveworks Native Ticketing Platform Business logic within Moveworks that defines and orchestrates ticket-related actions. This platform includes:

Ticketing Platform Configuration: Defines the data source where tickets are stored
Ticket Gateway Compound Actions: Orchestrates calls to external system APIs

Diagram

Prerequisites

Before starting with the Moveworks configuration, ensure you have a thorough understanding of your ticketing system:

1. Authentication & Authorization Verify that you understand the authentication and authorization mechanisms required for your ticketing system integration

2. API Discovery & Documentation Complete comprehensive API discovery for all required endpoints of your ticketing system. Refer to the discovery guide section below to learn more.

3. Moveworks Platform Knowledge Review the Moveworks documentation to understand how to configure HTTP Actions and ticketing settings within the Moveworks platform. This knowledge is essential for determining the required inputs and configuration parameters