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Configure Rich Ticket Filing

Moveworks helps employees solve many routine issues instantly. But often uncategorized issues require manual support & lack a dedicated form. In such cases, employees file generic tickets via Moveworks for help (synonymous with filling tickets in our backstop/via bot).

Without a Rich Ticket Filing form, for each ticket filed via the AI Assistant, requestors are only given the option to provide the following information:

  • Short Description
  • More Details &
  • Attachments

Utilizing Rich Ticket Filing allows you to configure a form based ticket filing experience for users to collect additional information upon ticket filing.

Configuration Steps

  1. Navigate to the Rich ticket filing module under ticketing setup. Here you are able to create multiple forms using the native form builder config.
  2. Create a new form here and select the domain and provide the name for the form under ID.
  3. Add more details around the form about
    1. Domain
    2. ID - Unique identifier for your form. Ensure that you don’t have two form with the same ID. Note this ID down as it will be used in a later step when adding your Rich Ticketing Form to the backstop.
    3. Field Title - Title of the form such as "Submit a Ticket" or "File a Ticket"
    4. Description - Form Description
    5. Short Description - Form Short Description
    6. Fields - Information to be collected from the user in the form
⚠️

Required fields

Rich Ticket Filing forms must have at least one field with Field Name description or short_description. If neither of these fields are included in a Rich Ticket Filing form, ticket creation will fail.

  1. Select the fields type that are applicable in the form. Rich ticket filing supports the following field options:
  • Single-line text
  • Multi-line text
  • Single-options dropdown (Note: Limited to 100 dropdown options IF the field is not a User field (type: USER))
  • Checkboxes
  • Datetime fields (for MS Teams)
  • Attachment (for MS Teams)
  1. For each field, fill out the following details:
    1. Field label - User facing field name
    2. Field Name - Internal field name used store field selections. Make note of all field names that should file the user input to a field within your ticketing system as these field names will need to be mapped in the Generate Ticket section of the Ticket Mapping configuration.
      1. By default, unmapped rich ticket fields will file to the description of the ticket
    3. Field Type
    4. Description - Add an optional additional description for your field. This information may show up in a tooltip.
    5. Required
    6. Read Only
    7. Auto Population Setting
    8. Field Options (used for "Options" field type only)
      1. Label - User facing label of a drop down option
      2. Value - Backend value of the selection to be used in the Generate Ticket payload
        • For some ticketing systems, fields will only accept a list of configured values. For this reason, it's important to ensure the values listed in the "Value" column match the backend value accepted by the ticket system if you plan to pass the field information from the Rich Ticketing form to a dedicated field in your ticketing system. For example, in ServiceNow, you could have a field called "Urgency" that has user facing values of "Low", "Medium", "High" with backend values of 1, 2, and 3. In this example, Low, Medium, and High would be populated under label and 1, 2, and 3 will be populated under "Value".
  2. Once you've added all of the desired fields, save the form.
  3. Configure Field Mapping
    • In order to map the user input to the field in Rich Ticket Filing to a field in your ticketing system you will need to map the field name from step 4 to the field in your ticketing system.
    1. Navigate to Ticketing > Ticket Mapping and select edit on the ticketing configuration
    2. Click Next two times until you reach the Configure Ticket Type page. For each of the ticket types that is filed by the AI Assistant, edit the Create Ticket Payload. The field name on the left of the colon is the field in your ticketing system that will be populated. The field name on the right of the colon is the Moveworks variable that will be used to populate the field in your ticketing system. For example, to populate the "urgency" field in your ticketing system with the Rich Ticketing Field you named "urgency_rtf" you would configure it like below:
{
  "urgency": "urgency_rtf",
  "short_description": "short_description",
  "description": "description"
}
  • In some cases, you may want to the value to be populated by the users selection, but use a fallback value if there is no selection or if the ticket is filed via one of the automated plugins that does not utilize Rich Ticket Filing (such as software provisioning). In these cases, you can configure the field to use a fallback like below:
{
  "urgency": "urgency_rtf OR \"Low\"",
  "short_description": "short_description",
  "description": "description"
}
  1. Lastly, you will need to specify your Rich Ticket Form ID in the File Ticket handoff item in order for the form to be served to the user in the ticket filing flow.
    1. Navigate to Handoff > Handoff Settings and collapse the Setup Items for Categories here you should see an existing handoff item with the type of "FILE_TICKET". On this item, set the Deflection Action to Ui Form Id and set Ui Form Id to the ID of your Rich Ticket Form specified in step four. This will link your form to the file ticket experience for that domain.

FAQ

Q: For a User Type field, what if multiple users have the same name?

A: Moveworks will show Name: <Email> for USER type fields dropdown in the form, so even if they have multiple names, you can disambiguate using name + email pair.

Updated 14 days ago