Sysaid Access Requirements
Why do we need access to your Sysaid instance?
The account we create in your Sysaid instance will directly perform actions to create, update, and query information about tickets & view users and knowledge.
(Optional) If you use Sysaid’s on-prem version, you also need to install the Moveworks Agent so Moveworks can connect to your system. You create agents and generate their tokens under Core Platform > On-Premise Agents > Manage Agents.
Production Access Permissions
In your Production Sysaid environment, the following accounts are needed:
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One user account (for testing & end-to-end validation) with the
End Userrole. -
One dedicated service account as an Administrator to read/update tickets and read users/KB articles (only admins in Sysaid are allowed to call the Sysaid API).
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Additionally we’ll need to confirm this admin service account has the following permissions:
Enter the admin service account’s username and password on the SysAid Service Management connector under Core Platform > Connectors > Built-in Connectors. The end-user test account doesn’t go on the connector.
Sysaid Authentication
API access for Sysaid is done through cookie-based API sessions. Moveworks will generate these using the created service account credentials.
What is this account used for
The Moveworks service interacts with your Sysaid platform so that the bot can:
- monitor tickets for autonomous resolution
- reach out to an employee when a Sysaid ticket needs the employee’s attention
- create tickets to log issues the bot has resolved autonomously
- create tickets for issues that require an agent’s attention
- read the Sysaid user roster so that the bot can log and assign issues appropriately