Ticketing Troubleshooting
Troubleshoot issues with Moveworks Native Ticketing Functionality
Overview
This section provides diagnostic guides and troubleshooting resources for common issues related to Moveworks ticketing functionality. These guides are designed to help implementation engineers and support teams quickly identify root causes and resolve configuration issues.
Each guide includes:
- Common failure scenarios and their symptoms
- Step-by-step diagnostic workflows
- Configuration validation procedures
- System-specific considerations
- Prevention best practices
Available Guides
- Troubleshooting Ticket Resolution - Comprehensive guide for diagnosing and resolving ticket resolution failures, including state transition issues, permission errors, and workflow validation problems.
More troubleshooting guides will be added to this section as common patterns are identified and documented.
This gives you a clean landing page that:
- Explains the purpose
- Sets the structure/format readers can expect
- Links to the existing guide
- Acknowledges more content is coming without over-promising
ITSM Ticketing Error Codes Reference
The table below provides a comprehensive table of ITSM ticketing error codes with their possible root causes.
| Error Code | HTTP Status | Possible Root Causes |
|---|---|---|
ITSM_UNKNOWN_ERROR | N/A | General catch-all for undefined ITSM system errors |
ITSM_FORBIDDEN | 403 | Insufficient permissions to perform the requested operation |
ITSM_UNAUTHORIZED | 401 | Invalid or expired authentication credentials |
ITSM_CONNECTION_LOST | N/A | Network connection reset, timeout, or other connection failures (retriable) |
ITSM_EXTERNAL_SERVICE_UNAVAILABLE | 501-504 | ITSM system is down or unavailable |
ITSM_OPERATION_DENIED | 404/500 | Operation not allowed despite having system access |
ITSM_UNSUPPORTED_TICKET_TYPE | N/A | Ticket type not recognized or supported by the integration |
ITSM_MISSING_PROVIDER_ERROR | N/A | Translation library or provider configuration is missing/null |
ITSM_FILE_UPLOAD_FAILED | N/A | File attachment upload failed (e.g., can’t get upload token) |
ITSM_FILE_UPLOAD_TIMEDOUT | N/A | File upload operation exceeded timeout limit |
ITSM_INVALID_TICKET_ID | N/A | Empty, null, or malformed ticket ID provided |
ITSM_USER_ID_INFO_NOT_FOUND | N/A | Cannot resolve user identity; missing ITSM user ID mapping |
ITSM_TICKET_MISSING_IN_RESPONSE | N/A | Expected ticket data not present in ITSM system response |
ITSM_FAILED_TO_RESOLVE_ASSIGN_TO_USER | N/A | Cannot resolve assignment target user for ticket assignment |
ITSM_MISSING_CONFIGURATIONS | N/A | Required configuration parameters missing (e.g., SysAid worknote_id) |
ITSM_INVALID_FORM_URL | N/A | Provided form URL is malformed or invalid |
ITSM_REQUESTER_NOT_SET_AS_EXPECTED | N/A | Ticket requester field doesn’t match expected value |
ITSM_CLIENT_NOT_IMPLEMENTED | N/A | ITSM provider/client not configured; system still learning integration |
ITSM_EXTERNAL_SYSTEM_RATE_LIMITED | 429 | Exceeded API rate limits |
ITSM_BAD_REQUEST_TO_EXTERNAL_SYSTEM | 400/422 | Malformed request sent to ITSM system |
ITSM_INTERNAL_STATE_NOT_MAPPED | N/A | Cannot map ticket state between internal and external systems |
ITSM_TICKET_MISSING_REQUIRED_FIELDS | N/A | Required ticket fields not populated in create/update request |
ITSM_INVALID_REQUEST | N/A | Request format or content is invalid |
ITSM_UNACTIONABLE_TICKET_CLOSED | N/A | Attempting to modify a closed ticket that cannot be changed |
ITSM_TICKET_ALREADY_OPEN | N/A | Attempting to open/reopen a ticket that is already open |
ITSM_UNEXPECTED_TICKET_STATE | N/A | Ticket is in an unexpected state for the requested operation |
ITSM_UNABLE_TO_UPDATE_TICKET | N/A | System rules prevent updates (e.g., ServiceNow workflow restrictions) |
ITSM_FILE_UPLOAD_AFTER_COMMENT_TIMEDOUT | N/A | File upload after adding comment exceeded timeout |
ITSM_FILE_UPLOAD_AFTER_COMMENT_FAILED | N/A | File upload after adding comment failed |
ITSM_EXTERNAL_SYSTEM_UNRESPONSIVE | 408 | ITSM system not responding within deadline |
ITSM_EVENT_TRANSLATION_FAILED | N/A | Webhook event translation or verification failed |
ITSM_RESOURCE_EXPIRED | 410 | Requested resource no longer available |
Error Categories
Authentication/Authorization
ITSM_FORBIDDENITSM_UNAUTHORIZEDITSM_OPERATION_DENIED
System Connectivity
ITSM_CONNECTION_LOSTITSM_EXTERNAL_SERVICE_UNAVAILABLEITSM_EXTERNAL_SYSTEM_UNRESPONSIVE
Configuration Issues
ITSM_MISSING_PROVIDER_ERRORITSM_MISSING_CONFIGURATIONSITSM_CLIENT_NOT_IMPLEMENTEDITSM_INTERNAL_STATE_NOT_MAPPED
Data/Input Validation
ITSM_INVALID_TICKET_IDITSM_INVALID_FORM_URLITSM_BAD_REQUEST_TO_EXTERNAL_SYSTEMITSM_TICKET_MISSING_REQUIRED_FIELDSITSM_INVALID_REQUEST
File Operations
ITSM_FILE_UPLOAD_FAILEDITSM_FILE_UPLOAD_TIMEDOUTITSM_FILE_UPLOAD_AFTER_COMMENT_TIMEDOUTITSM_FILE_UPLOAD_AFTER_COMMENT_FAILED
Business Logic
ITSM_UNSUPPORTED_TICKET_TYPEITSM_UNACTIONABLE_TICKET_CLOSEDITSM_TICKET_ALREADY_OPENITSM_UNEXPECTED_TICKET_STATEITSM_UNABLE_TO_UPDATE_TICKET
User/Identity
ITSM_USER_ID_INFO_NOT_FOUNDITSM_FAILED_TO_RESOLVE_ASSIGN_TO_USERITSM_REQUESTER_NOT_SET_AS_EXPECTED
External System Issues
ITSM_EXTERNAL_SYSTEM_RATE_LIMITEDITSM_RESOURCE_EXPIRED
Response Handling
ITSM_TICKET_MISSING_IN_RESPONSEITSM_EVENT_TRANSLATION_FAILED
HTTP Status Code Mappings
Many ITSM errors are directly mapped from HTTP status codes:
- 400/422 (Bad Request/Unable to Process) →
ITSM_BAD_REQUEST_TO_EXTERNAL_SYSTEM - 401 (Unauthorized) →
ITSM_UNAUTHORIZED - 403 (Forbidden) →
ITSM_FORBIDDEN - 404 (Not Found) →
ITSM_OPERATION_DENIED - 408 (Timeout) →
ITSM_EXTERNAL_SYSTEM_UNRESPONSIVE - 410 (Gone) →
ITSM_RESOURCE_EXPIRED - 429 (Rate Limited) →
ITSM_EXTERNAL_SYSTEM_RATE_LIMITED - 500 (Internal Server Error) →
ITSM_OPERATION_DENIED - 501-504 (Server Errors) →
ITSM_EXTERNAL_SERVICE_UNAVAILABLE
Updated 15 days ago