Moveworks leverages the /api/rest/ServiceRequest/new API to create Service Requests.
The /api/odata/businessobject/ServiceReqsAPI is not supported.
Start by navigating to Ticketing > Ticketing Setting > Ticket Mapping where you can create a new mapping for your ITSM system. Start by clicking on Create.
Name for the ticketing system - Please name your ticketing system configuration
Select Connector - Select the connector which was configured by following the steps in the Guide here.
Bot Service account Id - ID of service account for Moveworks bot in the Ticketing system which is being configured.
Define what Ticket Types you want Moveworks to support and the tables which are categorised into the predefined types which are provided by Moveworks.
In this scenario we are defining an Incident & Request Time type ticket where we will need to set the Business Object Names.
For Incidents, set the “Business Object Name” to Incident:
For Request Item (Service Request), set the “Business Object Name” to ServiceReqs:
In order for Moveworks to poll/query your tickets from the external ITSM system we need to map the structure of the ITSM Ticket payload to the internal Moveworks Attribute Structure which is defined under Ticket Attribute Mapping. Mapping ticket structure allows Moveworks to understand what the ticket data contains.
For example :
The below fields need to be defined in order for the Ticketing Mapping to be created.
Query Ticket Field Map
Use Same as Ticket Destination - This option is selected when there is already a pre-existing ticket type mapper which can be reused.
Ticket JSON Mapper and input fields - Map the ticket structure or payload. Leverage the ‘use-same-as’ option to duplicate data from a different destination. For more information refer to the Moveworks Data Mapping.
This configuration is used for Mapping state transition, which allows Moveworks to understand the ticket workflow in your system. This can be simply done in two states.
The Domain the ticket type falls under, for instance break/fix issues are part of IT_DOMAIN. While payroll issues are part of FINANCE_DOMAIN
Prefix adds a prefix to a ticket type. This will help identify unique ticket types within AI Assistant and define how the ticket numbers are represented in the Notifications.
For Incidents, use INCIDENT:
For Request Items (Service Requests), use ServiceReqs:
The External Table on the ITSM end where the tickets are polled and created by the AI Assistant.
For Incidents, use Incident:
For Request Items (Service Requests), use ServiceReqs:
The Ticket External URL Template needs to be defined for routing purposes.
For Incidents, an example of the URL should look similar like this:
For Request Items (Service Requests), an example of the URL should look similar like this:
Each of these payloads are defined to support a specific ticket action.
These are the ticket attributes which need to be defined in the JSON payload in order to submit the API call which will create the ticket. The Attributes which the ITSM system is expecting is on the left.
While the Moveworks variables which will slot and populate the data are defined on the right. Some of these values can be static as well and can be explicitly defined as strings.
Under “Configure REQUEST ITEM”, you need to make the following mapping changes to the Ticket Attribute Mapping:
In “Create Ticket Payload”, fill in the payload information, for example:
This should be automatically created but if not, verify that under “Workflow Conditions” your generate ticket workflow has the Conditional Action for the Request Item set, like:
We can now try performing the ticket action like create or query depending on the Workflow which was created. Try to validate each ticketing action independently to ensure it is working as expected.