Ticketing and Concierge Configuration Overview

This section provides a high level overview of configuring Moveworks Concierge, as well as important foundational terminology to understand before diving into the configuration. Terms such as Ticket Type, Ticket Destination, Domain, Prefix, Table Name, Service Desk ID, Ticket Mapping, Ticket Routing, and Ticket Workflow are technical concepts that are required to be familiar with before starting the ticketing configuration.

Familiarity with these terms will help you follow the rest of the guide and configure effectively.

Key Terminology

Term	Definition
Ticket Type	A ticket type is a classification or category—such as INCIDENT, REQUEST, or HR CASE—that defines the nature and workflow of a ticket and mapping to a specific system record. INCIDENT - This type of ticket refers to an unexpected issue or disruption that you're facing with a service or product, which needs to be fixed to restore normal operation. REQUEST - This is a type of ticket you would create when you need a specific service or product from the support team. It could be anything from a new software installation to a request for information. REQUEST_ITEM -This specific type of ticket refers to a request for a particular item, like a piece of hardware or software. It's typically used when you're asking for something tangible or downloadable. CALL - This ticket is used to document a telephone call with the support team. In this scenario, you've probably reported an issue or made a request over the phone, and this ticket keeps track of that interaction. TASK - This type of ticket represents a specific task that the support team needs to carry out to resolve an issue or fulfill a service request. MISC - This type of ticket is used for situations that don't fit into other categories. If you've got a unique or uncommon issue, it's likely it would be categorized under this ticket type. UNIVERSAL_REQUEST - This type of ticket is used when making a broad request that might involve multiple departments or aspects of the support team's service. It's a way to organize complex requests that can't be covered in a standard request ticket. HR_CASE - Map your HR related ticketing destinations into this ticket type
Ticket Destination	The table or project where tickets are created in your external system. (e.g., `incident`in ServiceNow and `IssueType`in Jira).
Domain	High-level category for routing (e.g., IT_DOMAIN, HR_DOMAIN). Read more on Domains
Prefix	Label prepended to ticket for clarity (e.g., IT-12345 in JIra, or INC018320122 in ServiceNow).
Table Name	Name of the external system table storing the ticket (e.g., `incident`in ServiceNow and `IssueType`in Jira).
Service Desk ID	ID for a project/service desk in systems like Jira.
Ticket Mapping	Setup that connects Moveworks to your ticketing system and defines actions like create/update.
Ticket Routing	Logic that determines which workflow to use based on context.
Ticket Workflow	Ticket workflows are sequence of steps Moveworks executes for a ticketing action. The system provides predefined default workflows for standard ticket actions, detailed as follows: 1) Create Ticket Workflow: This is the initial process that begins when a new ticket is created. It sets the stage for how the ticket will be managed and who will be the assigned personnel. 2) Query Ticket workflow : 3) Update Ticket Workflow: This process permits modifications to existing tickets, such as status changes. 4) Reopen Ticket Workflow: This is activated when a previously resolved or closed ticket needs to be reexamined. The procedure ensures the ticket receives proper attention for resolution. 5) Resolve Ticket Workflow: This workflow plans how the ticket is finalized and closed. It guides the process to ensure the issue has been properly dealt with, documented, and resolved.

The Process of Configuring Moveworks Ticketing and Concierge

Select the Source Ticketing System: Choose the appropriate connector for your ticketing system.
Configure Ticket Types: Configure the relevant ticket types and relevant tables or projects from your existing Ticketing system, which you would like to integrate into Moveworks.
Configure Ticket Action Mapping: This is where you configure Ticket Mapping and Ticket Action Payloads that get used by the Moveworks AI Assistant for ticketing actions such as querying, creating, updating, resolving, and reopening tickets.
1. Specify how Moveworks performs ticket actions (create, update, resolve, reopen):
  - Map data fields between Moveworks and your system.
  - Define status/value mappings to trigger notifications.
Configure Ticket Workflows (Routing & Workflow Conditions) - Set conditional rules to route requests to the correct workflow based on attributes like domain, user attributes, or ticket type.
1. Define the operational steps for each ticket action:
  - Choose connector.
  - Configure API calls and data payloads.
  - Add conditional or default steps.
Configure Ticket Filters - Control which tickets are included/excluded from bot actions:
1. Standard Filters: Apply globally across the assistants
2. Skill-Specific Filters: Apply only to certain actions (e.g., notifications).
Ticket Notifications (Concierge Notifications) -- Customize user notifications for key events:
1. Enable/disable alerts (e.g., resolved, commented).
2. Configure nudge rules.
3. Set quiet hours or working hours.

After you've reviewed this configuration process, you can follow the detailed step by step guides below to configure Moveworks Concierge for your Ticketing system:

Common Enhancements

Once you've completed the baseline configuration steps above, oftentimes you may configure common enhancements like Rich Ticket filing.

Rich Ticket Filing

Enhance the ticket creation flow with custom forms:

Define fields to collect per domain/type.
Auto-fill known information.
Deliver form-based UX within chat.

You can view more details about the Rich Ticket Filing configuration in this guide.

Updated 6 days ago