How to Guide for Concierge Notifications

How to Filter Concierge Notifications for VIP Users

Need to silence routine ticket notifications for your VIP users while still letting other users stay informed? Here’s how to set up a VIP filter to control Concierge notifications:

1. Define the VIP User Tag

You must first assign a VIP user tag to target users in your identity ingestion configuration.

In User Identity → Import Users → Advanced mode, use an attribute like role, level, or department from your source (like ServiceNow) to apply the tag conditionally.
Review How To Configure User Tags based on Conditions for more information and example on how to configure VIP user tag mapping.

✅ After the next user ingestion cycle, verify the tag appears under Imported Users → [your user] → User Tags.

2. Create a Concierge Notification Filter

Once you've confirmed the user tag is present on a VIP user, use a DSL rule to prevent Concierge notifications from reaching VIP users.

Navigate to: Ticketing → Concierge Settings → Notification Filters
Create or update the DSL rule in Enable concierge notifications:

For example, the following rule will prevent all concierge notifications for users with the VIP tag.

NOT ("VIP" IN user.user_tags)

To test the rule against a user, click run in the top right corner of the DSL rule editor and input a user to test the rule against their user data.

Filter Concierge Notifications Based on Ticket Criteria

You can adjust ticket filters to configure which tickets are eligible for concierge ticket update notifications. This allows you to restrict notifications for tickets that may be overly noisy or do not typically require user notification.

1. Adjust the Ticket filter for Ticket Activity updates

Navigate to Ticketing > Ticket Filters > Ticket filter for Ticket Activity updates
Add a new rule or adjust the existing rule with additional filter criteria. The DSL rule editor has a pop-up window of all available context you can use in the ticket filter to help you quickly add new filter criteria.

2) Test the new filter against a ticket

Click the run button in the right corner of the DSL editor under Ticket filter for Ticket Activity updates to test the new filter on a ticket

Here are some commonly used filter criteria:

Only notify users about updates on Incident tickets

ticket.itsm_ticket_type IN ["INCIDENT"]

Only notify users about updates on tickets in a certain assignment group

ticket.assignment_group.$LOWERCASE() IN ["ServiceDesk".$LOWERCASE()]

Questions or need assistance? Reach out to your Moveworks support team or post on the Community.

​​ How to Filter Concierge Notifications for VIP Users