Ticketing Configuration (New Ticketing Journey)
Ticketing Configuration (New Ticketing Journey)
Ticketing Configuration (New Ticketing Journey)
The new Ticketing Configuration Wizard introduces a guided, wizard-based experience for configuring ticketing skills in Moveworks. This guide is intended for customer administrators who want to understand the end-to-end journey of the new ticketing wizard and learn how to configure and manage ticketing effectively.
It provides an overview of the experience along with step-by-step instructions for setting up ticketing using the new configuration workflow.
To set up ticketing, there are five key steps:
This guide walks through each of these steps in detail. The new ticketing configuration wizard covers all of them in a single, guided journey and automatically populates system-specific defaults to help you get started quickly.
The new ticketing journey supports the following ticketing systems:
Creating ticketing configurations for systems outside of this list is not supported in the new journey. If you are using a different ticketing system, please use the legacy ticketing configuration experience.
The new ticketing configuration wizard is accessible to both Moveworks Setup Admins and Moveworks Setup Users from the left navigation in Moveworks Setup.
Before starting ticketing configuration, ensure the following prerequisites are completed:
Refer to the system-specific guides listed at the end of this document for detailed prerequisite instructions.
The Ticketing Configuration Wizard is located in the left navigation bar of Moveworks Setup and can be accessed by any user with access to the Moveworks Setup tool.
Once you have completed the prerequisites, navigate to this view to begin ticketing setup.
The new ticketing wizard generates system-specific defaults that allow you to get started immediately with ticketing actions in the AI Assistant.
Begin by selecting and configuring the connector for your ticketing system. Completing this step unlocks default creation and enables the remaining steps in the configuration flow.
Once you save the connector and provide a title for the configuration, you will be redirected to the configuration home page. If this is your first ticketing system setup please check click on the “Mark this system as primary” checkbox. At the top of the page, you will see a “Setup defaults” section. Click this option to apply defaults.
Applying defaults automatically populates recommended ticket destinations and workflows for your selected ticketing system.
Ticket destinations represent the end-system entities from which Moveworks reads, creates, and updates tickets.
Review the defaults created by the ticketing wizard under:
Each destination includes the following components:
Refer to the system-specific guides for detailed instructions on configuring ticket destinations.
Workflows define the ticketing actions executed by Moveworks in the external ticketing system. The new ticketing journey automatically creates default workflows based on your selected system.
You can review these workflows in the Routing & Workflows section.
Review each workflow and refer to the system-specific documentation to understand how to customize them for individual use cases.
Routing conditions determine when workflows are triggered based on end-user requests. If this is your first ticketing system configuration, the wizard automatically sets the newly created workflows as the default.
You can add additional routing conditions and workflows to customize ticketing behavior. Routing conditions are configured in the same section.
Refer to the system-specific guides for details on writing DSL conditions, using in-bot triage predictions, and configuring ticketing actions.
Intake forms provide a structured way to collect required ticket information from end users. Moveworks includes a default intake form that captures Short Description and Description when filing a ticket.
If you need additional fields, you can create a custom intake form in the Create Intake Form section. Note that the default form is managed by Moveworks and is not visible in this configuration.
Refer to the system-specific guides for examples of configuring custom intake forms.
Moveworks automatically polls your ticketing system to provide Concierge updates such as notifications and nudges, and to enable ticket-related actions.
You must specify which tables, issue types, or request types are eligible for these actions. Configure this in the Table Actions or Issue and Request Type Actions section by selecting the corresponding ticket destinations.
You must define which users can access the ticketing integration. Two access control options are available:
Platform-level settings control the overall behavior of the ticketing skill in Moveworks. These settings apply globally across all configured ticketing systems.
Moveworks provides default values, which you can modify if needed. Key configurations include:
Refer to the Ticketing Platform-Level Settings guide for details on each configuration.
After completing configuration and ensuring user identity ingestion is complete, validate your setup using the following steps: