Service Account Configuration Guide
Configure the Bot Account and manually-managed users in Moveworks Setup using the new Advanced Configuration Editor.
Configure the Bot Account and manually-managed users in Moveworks Setup using the new Advanced Configuration Editor.
A Bot Account is required for Moveworks to function. Without one, the user roster cannot be ingested and the assistant cannot perform automated actions on behalf of any system.
Purpose:
In addition to the Bot Account, you can use Manual User Management to add and edit individual users (for example, contractors or service accounts that aren’t in your standard roster) directly from Setup.
The previous experience asked you to author a single JSON document that combined the bot, manual users, and all of their identity mappings. That has been replaced with two dedicated, form-based pages in the Advanced Configuration Editor:
You no longer hand-edit JSON. Each page renders a structured form with grouped sections, validation, and inline help. The record_id you choose for any account must be unique and must not collide with a record from your standard user roster — duplicates are dropped on ingest.
The Bot Account form has two sections.
Add one entry per ITSM system the bot needs to act in. Each entry maps the bot’s identity in that system so the assistant can create tickets, submit requests, and look up records.
Tip: Use API Playground on each system connector to look up the bot’s IDs before adding the entry.
Use this page to add, edit, or remove a single user. Users created here appear in the imported users view alongside roster-ingested users.
Add one or more entries to map the user across the systems they should be reachable in.
A list of additional email addresses this user is known by. Used for identity resolution across systems.
Same fields as the Bot Account → ITSM ID Info section above. Add one entry per ITSM system.
The advanced section lets you set roster-style attributes when this user shouldn’t be merged from an upstream system.
Use API Playground on the matching system connector to look up itsm_user_id and other fields before adding the ITSM entry.
API Playground handles authentication automatically through your configured connector.
sysparm_query=email={email} or sysparm_query=user_name={username}^active=true.28:{microsoft_app_id}.28:b8ec4e1a-e05a-49d0-ba3a-05119b8b62c0./api/auth.test.user_id (starts with U) and team (starts with T).{user_id}:{team_id} (for example, U01ABC123:T01ABC123).displayName needs splittingdisplayName (for example, Moveworks Bot) into First Name and Last Name.sysparm_limit=1 (ServiceNow) or use exact-match filters.moveworks-bot@company.com for the Bot Account, or a contractor-prefixed email for manual users).msteams_commercial, msteams_gcch, slack_main, slack_subsidiary.28:{microsoft_app_id} from the connector, or 28:b8ec4e1a-e05a-49d0-ba3a-05119b8b62c0 if the bot was installed from the MS App Store.{user_id}:{team_id} from /api/auth.test.accountId), Salesforce (18-char), FreshService (numeric), ManageEngine (string).Document Version: 5.0 Last Updated: 2026-04-22