This page is for Service Management.

Moveworks works best with a largely out-of-the-box implementation of Ivanti Neurons. However there are certain aspects required to ensure your Moveworks bot has what it needs to fully integrate into your instance.

Creating the Moveworks Service Account

Step 1: Create the Moveworks Service account role

1. Navigate to Settings > Users and Permissions and create a new user for Moveworks.

   

2. Next, navigate to Settings > Users and Permissions > Roles and Permissions.

3. Create a new role called Moveworks and edit the permissions.

   

4. Add the necessary permissions for the Moveworks bot.

   

   1. View access to all users, tickets, and knowledge.
      1. Need permission to change the status for Incident and SR.
   2. Edit access to Tickets, Comments, Journals, and Attachments.

Step 2: Create API key with the newly-created role

1. Login into the instance as admin and click on Configure Applications.

   

2. Now click on Security Controls > API Keys located in the left navigation bar.

   

3. Add a key group for Moveworks.

   

4. Add a new API key.

   

5. In the subsequent page, add the following:

   

   1. Description: Moveworks
   2. On Behalf Of: <name of service account created in previous section>
   3. In Role: <name of role created in previous section>

6. Copy the API key and enter it on the Ivanti connector (listed as Ivanti HEAT) under Core Platform > Connectors > Built-in Connectors.

   

Exporting Service Request URLs

When relevant, the AI Assistant can serve Service Requests to help employees with a question or request. Add them under Ticketing Automation > Forms > Advanced Settings > Form Ingestion Advanced Mode: set the Ivanti URL template, and optionally a filter and blocklist.

1. Login as an administrator.

2. Navigate to More… > Request Offering.

   

3. The list of all available forms (Published & Unpublished) will be shown.

   

4. Click on the Name of the form to view details.

   

5. In the Define request offering tab click the Direct Link to this offering button.

   

6. Copy the Direct link and use its format as the Ivanti URL template.