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  • Overview
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Service ManagementConcierge & Ticketing Capabilities Overview

Ticketing Troubleshooting

Troubleshoot issues with Moveworks Native Ticketing Functionality
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Troubleshooting: Ticket Resolution

Understanding Moveworks Resolve Ticket State Transitions
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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 CodeHTTP StatusPossible Root Causes
ITSM_UNKNOWN_ERRORN/AGeneral catch-all for undefined ITSM system errors
ITSM_FORBIDDEN403Insufficient permissions to perform the requested operation
ITSM_UNAUTHORIZED401Invalid or expired authentication credentials
ITSM_CONNECTION_LOSTN/ANetwork connection reset, timeout, or other connection failures (retriable)
ITSM_EXTERNAL_SERVICE_UNAVAILABLE501-504ITSM system is down or unavailable
ITSM_OPERATION_DENIED404/500Operation not allowed despite having system access
ITSM_UNSUPPORTED_TICKET_TYPEN/ATicket type not recognized or supported by the integration
ITSM_MISSING_PROVIDER_ERRORN/ATranslation library or provider configuration is missing/null
ITSM_FILE_UPLOAD_FAILEDN/AFile attachment upload failed (e.g., can’t get upload token)
ITSM_FILE_UPLOAD_TIMEDOUTN/AFile upload operation exceeded timeout limit
ITSM_INVALID_TICKET_IDN/AEmpty, null, or malformed ticket ID provided
ITSM_USER_ID_INFO_NOT_FOUNDN/ACannot resolve user identity; missing ITSM user ID mapping
ITSM_TICKET_MISSING_IN_RESPONSEN/AExpected ticket data not present in ITSM system response
ITSM_FAILED_TO_RESOLVE_ASSIGN_TO_USERN/ACannot resolve assignment target user for ticket assignment
ITSM_MISSING_CONFIGURATIONSN/ARequired configuration parameters missing (e.g., SysAid worknote_id)
ITSM_INVALID_FORM_URLN/AProvided form URL is malformed or invalid
ITSM_REQUESTER_NOT_SET_AS_EXPECTEDN/ATicket requester field doesn’t match expected value
ITSM_CLIENT_NOT_IMPLEMENTEDN/AITSM provider/client not configured; system still learning integration
ITSM_EXTERNAL_SYSTEM_RATE_LIMITED429Exceeded API rate limits
ITSM_BAD_REQUEST_TO_EXTERNAL_SYSTEM400/422Malformed request sent to ITSM system
ITSM_INTERNAL_STATE_NOT_MAPPEDN/ACannot map ticket state between internal and external systems
ITSM_TICKET_MISSING_REQUIRED_FIELDSN/ARequired ticket fields not populated in create/update request
ITSM_INVALID_REQUESTN/ARequest format or content is invalid
ITSM_UNACTIONABLE_TICKET_CLOSEDN/AAttempting to modify a closed ticket that cannot be changed
ITSM_TICKET_ALREADY_OPENN/AAttempting to open/reopen a ticket that is already open
ITSM_UNEXPECTED_TICKET_STATEN/ATicket is in an unexpected state for the requested operation
ITSM_UNABLE_TO_UPDATE_TICKETN/ASystem rules prevent updates (e.g., ServiceNow workflow restrictions)
ITSM_FILE_UPLOAD_AFTER_COMMENT_TIMEDOUTN/AFile upload after adding comment exceeded timeout
ITSM_FILE_UPLOAD_AFTER_COMMENT_FAILEDN/AFile upload after adding comment failed
ITSM_EXTERNAL_SYSTEM_UNRESPONSIVE408ITSM system not responding within deadline
ITSM_EVENT_TRANSLATION_FAILEDN/AWebhook event translation or verification failed
ITSM_RESOURCE_EXPIRED410Requested resource no longer available

Error Categories

Authentication/Authorization

  • ITSM_FORBIDDEN
  • ITSM_UNAUTHORIZED
  • ITSM_OPERATION_DENIED

System Connectivity

  • ITSM_CONNECTION_LOST
  • ITSM_EXTERNAL_SERVICE_UNAVAILABLE
  • ITSM_EXTERNAL_SYSTEM_UNRESPONSIVE

Configuration Issues

  • ITSM_MISSING_PROVIDER_ERROR
  • ITSM_MISSING_CONFIGURATIONS
  • ITSM_CLIENT_NOT_IMPLEMENTED
  • ITSM_INTERNAL_STATE_NOT_MAPPED

Data/Input Validation

  • ITSM_INVALID_TICKET_ID
  • ITSM_INVALID_FORM_URL
  • ITSM_BAD_REQUEST_TO_EXTERNAL_SYSTEM
  • ITSM_TICKET_MISSING_REQUIRED_FIELDS
  • ITSM_INVALID_REQUEST

File Operations

  • ITSM_FILE_UPLOAD_FAILED
  • ITSM_FILE_UPLOAD_TIMEDOUT
  • ITSM_FILE_UPLOAD_AFTER_COMMENT_TIMEDOUT
  • ITSM_FILE_UPLOAD_AFTER_COMMENT_FAILED

Business Logic

  • ITSM_UNSUPPORTED_TICKET_TYPE
  • ITSM_UNACTIONABLE_TICKET_CLOSED
  • ITSM_TICKET_ALREADY_OPEN
  • ITSM_UNEXPECTED_TICKET_STATE
  • ITSM_UNABLE_TO_UPDATE_TICKET

User/Identity

  • ITSM_USER_ID_INFO_NOT_FOUND
  • ITSM_FAILED_TO_RESOLVE_ASSIGN_TO_USER
  • ITSM_REQUESTER_NOT_SET_AS_EXPECTED

External System Issues

  • ITSM_EXTERNAL_SYSTEM_RATE_LIMITED
  • ITSM_RESOURCE_EXPIRED

Response Handling

  • ITSM_TICKET_MISSING_IN_RESPONSE
  • ITSM_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