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 :

Service Now

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.