How to Configure Ticket Interception

In Moveworks Setup navigate to Ticketing > Ticket Interception
Input a DSL rule in each of the skills you would like to enable. Enter True as the DSL rule to enable the plugin for ticket interception for all users. To turn the plugin on for ticket interception for a few select users you can restrict the DSL rule by email address. For example, you can enter the following to turn on ticket interception for the two user emails:
```
user.email_addr.$LOWERCASE() IN ["[email protected]", "[email protected]"]
```
Ensure Enable ticket interception on NGCP is set to True or enabled with an allowlist to turn on the Ticket Interception feature as a whole. This is the top level on/off switch for Ticket Interception that must be turned on in addition to the plugin specific rules.
Lastly, navigate to ticket filters and configure a filter to ensure only the desired ticket types are eligible for ticket interception. All tickets that meet the criteria of the Filter for actionable tickets will be eligible for ticket interception.
When testing, be sure to file the ticket from your ITSM portal, set the requestor to a user different from the assignee of the ticket, and keep the ticket in New status to ensure it is eligible for ticket interception.