Troubleshooting Tools

Troubleshooting tools help you understand, validate, and debug your AI assistant’s behavior. They are especially useful for identifying configuration issues in your setup and determining whether any configuration changes are required.

Ticket Viewer: Overview and Functionality

The Ticket Viewer is a troubleshooting tool designed to help you test and validate your ITSM configuration. It allows you to fetch a single ticket from your configured ticketing system by providing a ticket ID.

Using Ticket Viewer, you can:

Verify that the correct ticket is returned for a given ticket ID
Confirm that the ticket data is returned in the expected format
Understand what data is pulled from the external ticketing system
See how that data is mapped to the Moveworks Ticket object

This tool provides clear visibility into the end-to-end data flow from your ITSM system into Moveworks.

Where to Find Ticket Viewer

The Ticket Viewer application is available in the Advanced section under Troubleshooting Tools.

Who Can Use Ticket Viewer?

Access to Ticket Viewer is restricted to:

Super Admins
Users with the Troubleshooting User role

Super Admins can grant the Troubleshooting User role to other users through the Roles and Permissions application.

What Data Does Ticket Viewer Provide?

Ticket Viewer returns detailed ticket information mapped to the Moveworks Ticket object. This includes all available ticket attributes retrieved from the connected ITSM system.

How to Use Ticket Viewer

Open the Ticket Viewer application.
In the ITSM Provider dropdown, select the connector used for your ticketing system. This connector must already be configured under Ticket Mapping Configurations.
In the Ticket ID field, enter the ticket ID, including the required prefix (for example, SR-778).
Click Search.

This action triggers a Fetch Single Ticket request using the selected ITSM connector. The response displays the ticket mapped into the Moveworks Ticket object.

When to Use Ticket Viewer

You can use the Fetch Single Ticket action in the following scenarios:

Validate that a destination is configured correctly and that ticket mappings are accurate
View the latest ticket status to ensure state mappings are working as expected
Check the assignee and opened by fields to confirm whether notifications should be sent to the end user
Review work notes or comment logs to determine whether a customer-facing comment was added by an agent
Identify the internal destination mapped to a specific ticket
Review user details (such as user tags) to determine whether any DSL rules affect the ticket workflow