Overview

The Ingested Users module gives admins visibility into the members of their organisation that have been imported into Moveworks, how their Moveworks user profiles are being mapped from integrated systems, and how bot access is being assigned. It also contains tools to help admins validate that the user import process is working correctly and to troubleshoot user-level issues. These tools include information on when the last import was completed and when the next import is expected to start, a high-level view of the completeness of user profiles and key user attributes, and filters to identify sets of users whose profiles are missing vital information.

All Imported Users

The number of members in your organization that has been imported into the Moveworks system.

Enabled Users

The subset of imported members that can be supported by the Moveworks Bot either in-chat or via ticket processing.

Bot Reachable Users

The subset of enabled users that can be reached by the Moveworks Bot in one or more chat platforms. This typically excludes service accounts, conference rooms and other users that may be present in the ITSM system but not in the Chat platform.

Last Refresh

Details on when the last import of user profiles was completed, and the duration of time it took for the refresh to finish.

Next Refresh

Details on when the next import of user profiles is set to start and the duration of time it is expected to complete the next refresh.

Find Users

This search bar can be used to find specific users and view their user profiles containing all information about user that has been imported into the Moveworks system.

All Users

A list of all users in the Moveworks system that can be filtered to identify sets of users. This list can be used to view profiles that are missing vital information.

Summary Statistics

Information on the key attributes being ingested across the user base, and the completeness of user profiles.

Duplicate Users

While importing users from the source systems, certain attributes need to be unique for every single user in order for the Moveworks to be able to function as expected. These attributes are the following -

1. Email Address
2. Identifier in the ITSM system (Jira, ServiceNow etc.)
3. Email in the ITSM system
4. Identifier in the Chat system (Slack, Teams etc.)
5. Email in the Chat system
6. Identifier in the IDAM system (Active Directory, Okta etc.)
7. Email in the chat system

In case any of these attributes are the same for two or more users then Moveworks will not import identity information for any user until this issue is resolved.

Within the “Duplicate Users” tab you will have the option to download a csv list of users that have one or more of these attributes conflicting with another user.

In the csv file, the “email”, “first name” and “last name” columns display information that identify the users that have the same attributes, the “Conflicting Key” column will indicate the system (ITSM, IDM, Channel) from which these attributes are being imported. You have two options to resolve this issue -

1. Delete one of the users from the source system. Eg: If John Doe with the email [email protected] and Jane doe with the email [email protected] have a conflicting “ITSM User Id” then deleting either one of these profiles from the ITSM system will resolve the issue

2. Filter out these users within the”Configure Selected Users” step of ingesting users.

   1. Go to “Advanced Mode” and identify the system from which a user needs to be filtered out
   2. Add a processor within the system and in the dropdown select “User Filter Processor”
   3. Specify the attribute for which you want to provide the value. This will usually be of the form “integration Id.external_id” eg: ms_graph.external_id. (External Id is the unique id for a particular user within this system)
   4. Enter the ids that need to be filtered out. These can be retrieved from the downloaded csv file in the “Conflicting Key” column. You can decide which user you want to filter
   5. Click on submit and verify this has been successful by checking the status of user ingestion after a few hours
   

Example

From the table it is clear that the ITSM User Id Attribute is the same for two accounts. The ITSM system is Jira for the above organisation so within MW Setup this is what filtering will look like:

User Tags

This field allows Admins to assign user tags to users. User tags are values which can be assigned to profiles in order to classify a certain type of user. An admin can use user tags to change how the bot interacts with a type of user.

How to find your User Profile

To check what attributes from your Identity Management system is configured for your Moveworks bot, follow the steps below in Moveworks Setup:

1. Go to Moveworks Setup and click on Core Platform -> User Identity -> Ingested Users.

   

2. Search for your name in the Find Users text box. Select your profile from the dropdown or click on View Profile.

   

3. In the Profile Page, under the Mapped Profile Attributes section you can check all the attributes that are mapped from your Identity Management System to Moveworks.

   

Bot Enabled Users Download [New Functionality]

Bot Enabled Users widget (located at the bottom) within Ingested Users screen allows Admins to download the list of users with bot access.

How to use this data

As an Admin, you can download the list of all users with bot access. The CSV file will contain information like email, first name, last name, and department.

• By cross-referencing with all users dataset, you can identity, which users do not have access to the bot.
• By reviewing the access across departments, you can find opportunities to expand the overall Moveworks copilot user base.

How is Bot Enabled Users count calculated in this widget?

Moveworks evaluates the latest updated Bot Access Rule with the last ingested user set and gets the count of users that has access to the bot. This count is auto-evaluated every day at a fixed time. You can also get a real-time count of users with bot access by clicking on "Re-evaluate".

Points to note:

1. It may take upto 15 mins for re-evaluation to complete.
2. Once it is complete, download CSV option will become active and the count of users will be updated.
3. During this evaluation period, you may switch screen. Switching screens will not terminate the evaluation.
4. The count of bot enabled users in this widget may vary from the top level widget, given the bottom widget's count gets updated every 24 hours - while the top most widget numbers get updated after each identity ingestion cycle.