> For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://help.moveworks.com/llms.txt. > For full documentation content, see https://help.moveworks.com/llms-full.txt. # Moveworks Data Objects # User Referenced as `user` The User object represents an individual's basic information and integration-specific data that ties the user to various chat, ITSM and IDAM systems. See [User Attribute Reference](/agent-studio/core-platform/user-identity/user-attribute-reference) for details around the full User Object and all attributes it contains. ## ExternalSystemIdentity Referenced within the User object as `external_system_identities` `ExternalSystemIdentity` defines the unique identifiers of a user within an external system. | Attribute | Type | Description | | ------------ | ------ | ---------------------------------------------------- | | user\_id | string | User ID used by user to log into the external system | | external\_id | string | UUID in the external system | ## User Custom Attributes Referenced within the User object as `custom_attributes` `custom_attributes` defines the attributes which are not recognised by Moveworks and have been added to the Moveworks Registry in order to be leveraged. [Here](/agent-studio/core-platform/configuration-languages/custom-attributes#user-data-object) is a Guide on what Moveworks Custom Attributes are and how to Reigster them under the User Data Object. # Ticket Referenced as `ticket` The Ticket object encapsulates all relevant information for managing a support or service request within a ticketing system, tracking its classification and progress from creation to resolution. | Attribute | Type | Description | | ---------------------------- | --------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | id | string | The ticket number (unique identifier for the ticket). | | state | string | Current state of the ticket (e.g., open, closed). | | short\_description | string | A brief description of the ticket. | | description | string | A detailed description of the ticket issue. | | resolved\_by | [User](/agent-studio/core-platform/moveworks-data-objects#user) | The user who resolved the ticket. | | requested\_for | [User](/agent-studio/core-platform/moveworks-data-objects#user) | The user for whom the ticket is requested. | | created\_by | [User](/agent-studio/core-platform/moveworks-data-objects#user) | The user who created the ticket. | | opened\_by | [User](/agent-studio/core-platform/moveworks-data-objects#user) | The user who opened the ticket. | | close\_notes | string | Notes regarding the closing of the ticket. | | assigned\_to\_user | [User](/agent-studio/core-platform/moveworks-data-objects#user) | The user assigned to work on the ticket. | | internal\_state\_code | string | A code representing the internal state of the ticket - mapped to one of: 'NEW', 'WIP', 'WAITING\_FOR\_USER', 'WAITING\_FOR\_VENDOR', 'WAITING\_FOR\_APPROVAL', 'CLOSED', 'RESOLVED', 'NOT\_APPLICABLE'. | | close\_code | string | A code indicating the reason for closing the ticket. | | created\_at | string | The UTC timestamp when the ticket was created. | | custom\_data | map\ | Custom data related to the ticket. Map consists of custom attribute names (as keys) and values. | | hold\_reason | string | Reason for placing the ticket on hold. | | itsm\_ticket\_type | string | The IT Service Management (ITSM) ticket type can be one of 'DEFAULT', 'INCIDENT', 'REQUEST', 'REQUEST\_ITEM', 'CALL', 'TASK', 'MISC', 'UNIVERSAL\_REQUEST', 'HR\_CASE' | | ticket\_links | [TicketLinks](/agent-studio/core-platform/moveworks-data-objects#ticketlinks) | Links to related tickets, such as parent tickets. | | integration\_id | string | An identifier used for integration with other systems. | | assignment\_group | string | The group assigned to work on the ticket. | | assignment\_group\_sys\_id | string | System identifier for the assignment group. | | category | string | The category of the ticket (e.g., hardware, software). | | subcategory | string | The subcategory of the ticket, further specifying the nature of the issue. | | catalog\_item | [CatalogItem](/agent-studio/core-platform/moveworks-data-objects#catalogitem) | Information about the catalog item related to the ticket. | | configuration\_item | string | The configuration item related to the ticket issue. | | configuration\_item\_sys\_id | string | System identifier for the configuration item. | | priority | string | The priority level of the ticket. | | domain | string | The [Domain](/agent-studio/core-platform/moveworks-data-objects#domain) associated with the ticket. | | type | string | Type of ticket (e.g., issue, request). | | contact\_type | string | The way in which the ticket was initiated (e.g., email, phone). | | resolved\_at | string | The UTC timestamp when the ticket was resolved. | | activity\_log | List \[[TicketActivityItem](/agent-studio/core-platform/moveworks-data-objects#ticketactivityitem)] | Log of all activities associated with the ticket. | ## Ticket Custom Attributes Referenced within the Ticket object as `custom_data` `custom_data` defines the attributes which are not recognised by Moveworks and have been added to the Moveworks Registry in order to be leveraged. [Here](/agent-studio/core-platform/configuration-languages/custom-attributes#ticket-data-object) is a Guide on what Moveworks Custom Attributes are and how to Reigster them under the Ticket Data Object. ## TicketActivityItem Referenced within the Ticket object as `activity_log` `TicketActivityItem` logs individual updates, actions, or communications related to a ticket to form a detailed activity history. | Attribute | Type | Description | | ---------- | ------ | ------------------------------------------------------------------------------------------------------------------------------ | | full\_text | string | The complete text related to this ticket activity. This field corresponds to the text contained within a comment or work note. | ## CatalogItem Referenced within the Ticket object as `catalog_item` `CatalogItem` is only populated on tickets that were filed through a standardized request such as a form or catalog item that captures structured data. | Attribute | Type | Description | | --------- | ------ | ----------------------------------------------------------------- | | id | string | Unique identifier for the catalog item within a ticketing system. | | name | string | The name of the catalog item. | ## TicketLinks Referenced within the Ticket object as `ticket_links` `TicketLinks` is only populated on child tickets, where a ticket may have a parent-child connection in a ticketing system. | Attribute | Type | Description | | --------- | ------------------------------------------------------------------------------- | --------------------------------------------- | | parent | [ParentTicket](/agent-studio/core-platform/moveworks-data-objects#parentticket) | Object referring to the linked parent ticket. | ### ParentTicket Referenced within the TicketLinks object as `parent` `ParentTicket` is a short-form `Ticket` object only containing the necessary fields to identify the parent ticket. | Attribute | Type | Description | | ------------------ | ------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | id | string | The ticket number of the linked parent ticket (unique identifier for the ticket). | | itsm\_ticket\_type | string | The IT Service Management (ITSM) ticket type can be one of 'DEFAULT', 'INCIDENT', 'REQUEST', 'REQUEST\_ITEM', 'CALL', 'TASK', 'MISC', 'UNIVERSAL\_REQUEST', 'HR\_CASE' | # TicketGatewayContext Referenced as `context` TicketGatewayContext is used to define conditions in which we should execute specific ticket workflows. | Attribute | Type | Description | | --------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------- | | system\_context | [SystemContext](/agent-studio/core-platform/moveworks-data-objects#systemcontext) | Contains system-related context information. | | skill\_context | One of AccessAccountContext, ConciergeContext, TriageContext, AccessDLContext, FormContext, ChannelContext, AccessSWContext, or NativeApprovalsContext | Used to determine which skill's context to use. | ## SystemContext Referenced within the TicketGatewayContext as `system_context` | Attribute | Type | Description | | --------- | ------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------- | | domain | string | The [Domain](/agent-studio/core-platform/moveworks-data-objects#domain) of the context being evaluated. | | ticket | [Ticket](/agent-studio/core-platform/moveworks-data-objects#ticket) | Information about the ticket being evaluated | | requestor | [User](/agent-studio/core-platform/moveworks-data-objects#user) | Information about the user who is making the request. | ## ConciergeContext Referenced within the TicketGatewayContext as `concierge_context` | Attribute | Type | Description | | ------------------------------------------------ | -------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | ticket\_type\_for\_ticket\_creation.ticket\_type | string | The IT Service Management (ITSM) ticket type can be one of 'DEFAULT', 'INCIDENT', 'REQUEST', 'REQUEST\_ITEM', 'CALL', 'TASK', 'MISC', 'UNIVERSAL\_REQUEST', 'HR\_CASE' | | triage\_field\_map | map\ | Map for triage fields. | | ticket\_data | map\ | Map containing ticket data. | ## TriageContext Referenced within the TicketGatewayContext as `triage_context` | Attribute | Type | Description | | -------------- | -------------------- | ---------------------------------------- | | field\_updates | map\ | Map containing field updates for triage. | ## AccessDLContext Reference Referenced within the TicketGatewayContext as `access_dl_context` | Attribute | Type | Description | | ------------------ | --------------------------------------------------------------------------------------- | ------------------------------------------- | | approvable\_entity | [ApprovableEntity](/agent-studio/core-platform/moveworks-data-objects#approvableentity) | The Software Access or Groups Access entity | ## AccessAccountContext Referenced within the TicketGatewayContext as `access_account_context` | Attribute | Type | Description | | ------------------------------ | ------ | --------------------------------------------------------------------------------------------------------------------------------------------------- | | subskill | string | The specific skill subset related to the account access - one of ACCOUNT\_UNLOCK, MFA\_RESET, EXPIRED\_PASSWORD, CHANGE\_PASSWORD, FORGOT\_PASSWORD | | entity\_name | string | The name of the entity for access. | | authn\_system\_integration\_id | string | The integration ID for the authentication system. | ## AccessSWContext Reference Referenced within the TicketGatewayContext as `access_sw_context` | Attribute | Type | Description | | ------------------ | --------------------------------------------------------------------------------------- | ------------------------------------------- | | catalog\_item\_id | string | The ID of the catalog item. | | approvable\_entity | [ApprovableEntity](/agent-studio/core-platform/moveworks-data-objects#approvableentity) | The Software Access or Groups Access entity | ## FormContext Referenced within the TicketGatewayContext as `form_context` | Attribute | Type | Description | | ------------------------------------------------------- | ---- | ------------------------------------------------------- | | is\_ticket\_route\_request\_to\_close\_misfiled\_ticket | bool | Indicates if the request is to close a misfiled ticket. | ## ChannelContext Referenced within the TicketGatewayContext as `channel_context` | Attribute | Type | Description | | ----------- | ------ | --------------------------------------------- | | channel\_id | string | The unique identifier for the channel. | | thread\_id | string | The unique identifier for the message thread. | ## NativeApprovalsContext Referenced within the TicketGatewayContext as `native_approvals_context` | Attribute | Type | Description | | ---------------------------- | --------------------------------------------------------------------------------------- | ------------------------------------------------- | | approvable\_entity | [ApprovableEntity](/agent-studio/core-platform/moveworks-data-objects#approvableentity) | The Software Access or Groups Access entity | | completed\_approvers\_emails | repeated string | Emails of approvers who have completed approval. | | pending\_approvers\_emails | repeated string | Emails of approvers pending to complete approval. | | denied\_approvers\_emails | repeated string | Emails of approvers who have denied approval | *** # Handoff Referenced as `context` Handoff context is used to define a condition in which a specific handoff item would be displayed based on both non-deterministic and deterministic values. | Attribute | Type | Description | | :------------------ | :----------------------------------------------------------------------------------- | :---------------------------------------------------------------------------- | | domain\_candidates | List \[[DomainCandidate](/agent-studio/core-platform/moveworks-data-objects#domain)] | List of domains that are strong candidates for relation to the utterance | | language\_detected | Language | The detected language of the user's request | | language\_preferred | Language | The preferred language of the user based on their stored language preferences | The Language enums can be found in Moveworks Setup within [language preferences](/agent-studio/agentic-ai/multilingual-support-assistant/multi-lingual-support#configuring-language-preferences). *** # Domain Also known as DomainCandidate. Referenced as `domain` or `domain_candidates` depending on the context. | Attribute | Type | Description | | :-------- | :--- | :----------------------------------------------------------------------------------------------------------------------------------------------------------------- | | domain | enum | One of IT\_DOMAIN, HR\_DOMAIN, FACILITY\_DOMAIN, FINANCE\_DOMAIN, LEGAL\_DOMAIN, PAYROLL\_DOMAIN, PROCUREMENT\_DOMAIN, TRAVEL\_AND\_EXPENSE\_DOMAIN, OTHER\_DOMAIN | # ApprovableEntity Referenced as `approvable_entity` | Attribute | Type | Description | | ---------------------- | -------------------------- | ---------------------------------------------------------------------------- | | entity | One of AppEntity, DLEntity | The specific entity requiring an approval or provisioning workflow. | | type | string | The type of the approvable entity - one of APP, DL | | action | string | The action requested on the entity - one of ADD\_USER, CREATE, REMOVE\_USER. | | requester | User | The user making the request. | | name | string | The name of the entity. | | users\_requested\_for | List \[User] | Users that the request is for. | | itsm\_workflow | ITSMWorkflow | The ITSM workflow associated with the provisioning process. | | provisioning\_workflow | ProvisioningWorkflow | The provisioning workflow to be executed. | ## AppEntity Referenced as `entity` within ApprovableEntity Refers to applications being requested as part of the software access skill. | Attribute | Type | Description | | ------------------------------------ | ---------------- | ----------- | | app | AppProvisionInfo | | | role\_canonical\_name\_to\_provision | string | | | free\_response\_answers | repeated string | | ## DLEntity Referenced as `entity` within ApprovableEntity Refers to groups or distribution lists being requested as part of the groups access skill. | Attribute | Type | Description | | --------- | ----- | ----------- | | group | Group | | # Group Referenced in `DLEntity` and `GroupOwner` Represents a group or distribution list in the context of group access requests. | Attribute | Type | Description | | -------------------------- | ----------------------------------------------------------------------------------- | ----------------------------------------------------------------- | | id | string | Unique identifier for the group. | | name | string | Name of the group. | | email | string | Email address associated with the group. | | description | string | Description of the group. | | canonical\_name | enum | Canonical name of the group. | | type | Type (enum) | Type of group. (ANYONE\_CAN\_JOIN, BLACKLISTED DEFLECT\_TO\_KB) | | group\_property | GroupProperty (enum) | Property of the group (UNKNOWN\_PROPERTY, DISTRIBUTION, SECURITY) | | aliases | List\[string] | Aliases for the group. | | group\_provider | GroupProvider (enum) | Provider of the group. (UNKNOWN\_LOCATION, CLOUD, ON\_PREM) | | external\_id | string | External identifier for the group. | | record\_meta\_info | RecordMetaInfo | Metadata information about the group record. | | mode | GroupMode | Mode of the group. | | group\_owners | [List\[GroupOwner\]](/agent-studio/core-platform/moveworks-data-objects#groupowner) | Owners of the group. | | integration\_id | string | System used for provisioning. | | ingestion\_integration\_id | string | System used for group data lookup. | ## GroupOwner Referenced in Group Represents an owner of a group, which can be a user or another group. | Attribute | Type | Description | | ------------ | ------ | -------------------------------------- | | id | string | Unique identifier for the group owner. | | user\_owner | User | User who owns the group. | | group\_owner | Group | Group that owns the group. | # DocSource Referenced as `resource` ### HtmlArticleSourceInfo | Attribute | Type | Description | | --------------- | ------ | ------------------------------- | | bookmark\_title | string | Title of the bookmark. | | url | string | URL associated with the source. | ### ArtificialTranslationSourceInfo | Attribute | Type | Description | | --------------------------- | ------ | --------------------------------------------------------------------------------------------------------------- | | vendor | string | Vendor or service used for translation. Use `mw:` for Moveworks internal service for translation. | | vendor\_request\_identifier | string | Unique identifier for the translation request made to the vendor. | | version | string | Version of the translation being used. | ### CompanyKBSourceInfo | Attribute | Type | Description | | ------------------ | ------ | -------------------------------------------------------------------------------------------------------------- | | article\_id | string | ID used by Moveworks to uniquely identify a knowledge article, usually derived from the article's internal ID. | | display\_id | string | Alternate ID for display purposes, sometimes preferred over `article_id`. | | original\_id | string | ID used by knowledge platform to uniquely identify an article. | | knowledge\_base | string | Knowledge base of the knowledge platform. | | knowledge\_source | enum | Knowledge source from which data have been fetched. Options: UNSPECIFIED, CONFLUENCE, IGLOO, etc. | | integration\_id | string | Integration ID. | | body\_path | string | Corresponding to body\_path in knowledge\_article.proto. | | custom\_attributes | map | Custom attributes with specific data modeling options. | **Note:** `knowledge_source` enum includes a variety of options ranging from `CONFLUENCE` to `SLITE` and many more. ### CompanyFormSourceInfo | Attribute | Type | Description | | ------------------- | ----------------------- | ---------------------------------------------- | | form\_id | string | Unique identifier for the form. | | html\_article\_info | HtmlArticleSourceInfo | Information about the associated HTML article. | | category | CompanyFormCategoryInfo | Category information for the form. | ### CompanyFormCategoryInfo | Attribute | Type | Description | | --------- | ------ | ----------------------------------- | | id | string | Unique identifier for the category. | | name | string | Name of the category. | | url | string | URL of the category. | ### PublicKBSourceInfo | Attribute | Type | Description | | ------------------- | --------------------- | ------------------------------------------------------------------- | | domain | string | Domain of the public knowledge base. | | html\_article\_info | HtmlArticleSourceInfo | Information about the associated HTML article. | | crawl\_name | string | Name of the crawl used to obtain the information. | | crawl\_id | string | Unique identifier for the crawl. | | m3\_path | string | Path used in the crawl process. | | article\_id | string | Unique identifier for the article within the public knowledge base. | ### FAQTable | Attribute | Type | Description | | ---------- | ------ | --------------------------------------------- | | url | string | URL of the FAQ. | | key | string | Key identifier for the FAQ. | | row | int32 | Row number of the FAQ within the spreadsheet. | | sheet\_idx | int32 | Index of the sheet within the spreadsheet. | | category | string | Category to which the FAQ belongs. | ### FileSourceInfo | Attribute | Type | Description | | ---------------- | ------- | ----------------------------------------------------------------------- | | path | string | File path. | | resource\_id | string | Unique identifier for the resource. | | name | string | Name of the file. | | ext | string | File extension. | | resource\_type | enum | Type of the resource. Enum options not provided in the message details. | | external\_system | message | External system information. Message type details not provided. | | url | string | URL of the file. | ## Resource Custom Attributes Referenced within the Ticket object as `custom_data` `custom_data` defines the attributes which are not recognised by Moveworks and have been added to the Moveworks Registry in order to be leveraged. [Here](/agent-studio/core-platform/configuration-languages/custom-attributes#ticket-data-object) is a Guide on what Moveworks Custom Attributes are and how to Reigster them under the Resource Data Object.