This guide outlines common configurations or customizations in Moveworks in simple "how to" format.

How To Change or Update Query Ticket Mapper Attributes

Pre-Requisites

• Please ensure the required ITSM Connector has been created with the necessary permissions. Please refer the ITSM Connector Access Requirements Doc for details.
• Please ensure the Service Account being used for connecting to the ITSM Ticketing system has access to the relevant tables in order for us to be able to interact with the tickets.

Configuration

The configurations are broken down based on the different ITSM Systems :

ServiceNow

The Ticket Attribute Mapping payload is what defines the attributes which will be ingested from the tickets which have been polled. In order for Moveworks to understand what these attributes are, we need to map them to the internal mapping which are available for integration supported by Ticketing.

• Start by navigating to Ticketing > Ticketing Settings > Ticket Mapping here we will find the Ticket Attribute Mapping in step 3 where we Configure Ticket Type

  

• Clicking on the Edit button will present the current Ticket Mapper which is being used to query tickets from the ITSM System.

  

• The Attributes which are coded in Red are the Moveworks internally recognised attributes for this integration, they need to be mapped to the Attribute which is present in the JSON response of the ticket when polled via API

• In this scenario we are setting a new value for the requested_for field. This field represents who the ticket was created for which in the below scenario is mapped to requested_for which is the same name on the Ticket end as well

  

• But there is a change being made on the ITSM end where this value is being updated to caller_id so we would need to update this in the Moveworks mapper in order to avoid any disruptions to Ticketing.

• You can update value in the JSON as below and also do a dot walk depending on how the data is structured in the API response. Here is the updated payload

  

• Please ensure you validate the JSON syntax and save the configuration in order for the new Query mapper to pick up the data when polling tickets.

Validation

You should now be able to request for your ticket within the AI Assistant and this should now display data around the Requested for Field.

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If you still continue to see issues please reach out to Moveworks Support.

How To Configure Record Producers for Ticket Creation

Pre-Requisites

• Please ensure the required ITSM Connector has been created with the necessary permissions. Please refer the ITSM Connector Access Requirements Doc for details.
• Please ensure the Service Account being used for connecting to the ITSM Ticketing system has access to the relevant tables in order for us to be able to interact with the tickets.
• Ensure you have an existing Record Producer on your ITSM which has been identified to carry out the Ticket Creation. Learn more about Record Producers here.

Configuration

The configurations are broken down based on the different ITSM Systems :

ServiceNow

In order to create a Record Producer via Moveworks we need to define the ID of the Record producer in the Ticket Workflows, Before that we need to define the Ticket Mappings for this Ticket Type which will be consumed by the Ticket Workflow.

The Ticket Attribute Mapping is required in order for Moveworks to understand what the ticket type is and the fields and attributes are, we need to map them to the internal mapping which are available for integration supported by Ticketing.

• Start by navigating to Ticketing > Ticketing Settings > Ticket Mapping here we will find the Classify the Ticket Types in step 2.
  In the below screenshot we have selected the Ticket Type HR CASE

  

• Next we can Configure this Ticket Type and include the required mappers. The Create Ticket Mapper will be required here as a Default but we will be overriding this in the Ticket Workflow where the Record Producer Details will be defined.

  

• Once the Configuration is Complete we can define the Record Producer Details in the Ticket Workflow. Start by creating a new Workflow.

  

• In this Workflow we will add a Default Action : Submit Form Action This will allow you to define which integration the Form will be submitted for.

• You will then define the Kind of Form, If this is a Catalog Item or a Record Producer. And then provide the sys_id of the Record Producer which will be called.

  

• You can then define the Submit Form Action Output Mapper which will override the default create ticket mapper we setup earlier.

  

• This way you can define the Attribute which are required to be submitted in the payload in order to successfully call to the record producer.

Once the Workflow has been successfully created, Ensure the right Routing conditions have been set which allows users to be directed to this workflow based on their query.

In the below example we have Set the follow condition to route users to the Workflow we just created.

Validation

You should now be able to create a ticket within the AI Assistant and this should call the Record Producer on the ITSM to create the Ticket. You can test this out by asking the Assistant for help based on the condition in the Routing.

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If you still continue to see issues please reach out to Moveworks Support.