For the below artifacts to be available in your bot, each artifact needs to be ingested and subsequently indexed by Moveworks services.
For customers who are leveraging the Platform Permissions feature to ingest and mirror ServiceNow User Criteria for knowledge articles and forms, and have set the default policy to block all knowledge/forms without ingested user criteria, the SLA for newly-added resources to be available in the bot to those with access increases to 48 hours.
|Activity||Skill||Ingestion Times||Available In (Best Case)||Available In (Worst Case)|
|Adding/updating/removing a KB article||Answers||Every four hours||4 hours||48 hours|
|Adding/updating/removing a FAQ||Answers||Four times a day at 1:01, 5:16, 10:01, 14:01, 18:21 and 23:01 PST||6 hours||48 hours|
|Adding/updating/removing external knowledge||Answers||Once a week (exact timing varies) Note: This is not automatic, to update external knowledge file a support ticket with your Customer Success Support Team.||24 hours||7 days|
|Adding/updating/removing a form||Forms||Once a day at 18:00 PST||24 hours||48 hours|
|Adding/updating/removing users||Identity||Six times a day (exact timing varies)||4 hours||48 hours|
|Adding/updating/removing a DL group||Access Group||Once a day at 23:00 PST||24 hours||48 hours|
|Updating password expiry dates for end-users (in roster)||Access Account||Six times a day (exact timing varies)||4 hours||48 hours|
|Showing new people in Lookups||Lookups (People)||Four times a day (triggers automatically after Identity Flow)||6 hours||Up to 48 hours|
|Showing new rooms in Lookups via API Integration||Lookups (Rooms)||Twice a week on Monday and Thursday at 3:14 PST||72 Hours||154 hours|
|Showing new rooms in Lookups via Google Sheet||Lookups (Rooms)||Once a day at 21:05 PST||72 Hours||154 hours|
|Modifying User Criteria||Answers + Forms||Three times a day at 0:00 08:00 and 16:00||8 hours||48 hours|
Updated about 2 months ago