Ticket Back Polling for Knowledge Studio

Back polling historical tickets is generally required and recommended while setting up Knowledge Studio, in order for Moveworks AI assistant to analyse historical tickets and derive insights. It is also required when customers would like to backfill new custom attributes or older tickets for additional analysis.

It is generally recommended that Moveworks team does the initial setup for Knowledge Studio which includes the initial back polling for Knowledge studio and additional configurations. You can communicate your requirements for required filters and time-range for historical backfill to Moveworks Team.

This capability will prove useful especially for scenarios when customers would like to backfill a new configured ticket attribute on older data or for recovering dropped tickets.

Steps to back poll historical tickets for Knowledge Studio

1. Navigate to Moveworks Setup from your org's MyMoveworks portal
2. Navigate to Data Ingestion > Ticket Backpolling
3. Choose the Integration ID. This should be the same connector that is configured for Ticketing in your org.
4. Specify the start and end date for Ticket Backpolling. Note: It will include data from 00:00 UTC of the start date to 11:59:59 UTC of the end date.
5. Click on "Start back polling"
6. Once you initiate the back polling, the job will start in some time.
7. Once finished, you can view the status, records polled and records processed in the logs table.
8. Once, the ticket back polling is done, we need to wait for ample amount of time for some internal jobs to complete. This job can take many hours to days to complete, depending on the customer’s ticket volume.

Logs table

In the Logs table, you can find specific details of each back polling requests made.

FAQs/ General Questions

1. Can this be used to back poll tickets for Triage?
   1. No - this is specifically built for Knowledge Studio and EXI configuration.
2. Will I get to know, if the Ticket back polling fails?
   1. There are three status: Initialising, In Progress, Complete. Metrics “Records polled” and “Records processed” can be used as a proxy to know the status of ticket backpolling.
3. Are there any guard-rails or limits on duration?
   1. Maximum of 2 years of historical data can be back polled at once.
   2. Only one request can be triggered at a time for an integration.
4. How much time does it generally take for back polling to complete?
   1. It depends on the volume of tickets for the specified duration. If the ticket volume is very high, this may take upto multiple days.
5. What is the general recommendation for back polling tickets?
   1. If you want to back poll for more than year worth of data and the volume is very high, we recommend splitting the back polling task into relatively smaller durations (say 3-6 months and trigger multiple runs one after another.