Moveworks Setup

Configuration Delete

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Overview

The Configuration Delete feature in Moveworks Setup allows admins to remove configurations that are no longer needed — without requiring assistance from the Moveworks team. This is useful when you disable a content system, migrate to a new ticketing provider, or simply need to clean up unused configurations.

You can delete configurations for the following areas directly from the Moveworks Setup UI:

  • Enterprise Search configurations
  • Ticket Workflow configurations
  • Rich Ticket Filing configurations

Deleting a configuration is irreversible. To restore a deleted configuration, you must complete the full setup process again. Review all warnings carefully before confirming a deletion.

File Ingestion and Knowledge Ingestion configurations are not available for self-service deletion. If you need to remove these, contact your FDE or the Moveworks support team.

Deleting an Enterprise Search Configuration

How to Delete

  1. In Moveworks Setup, navigate to the Enterprise Search configuration page.
  2. Locate the configuration you want to remove and click the Delete button.
  3. A confirmation dialog will appear. Review the warnings carefully before confirming.

What the Confirmation Warning Includes

Before deletion is confirmed, you will see a warning that states:

  • Deleting the configuration will mark the connector’s content as non-serving.
  • All ingested content from this connector will be removed from the index within a few hours.
  • Deleting the Enterprise Search configuration does not remove Resource Permission or User Identity configurations. You must remove those separately if desired.
  • For ServiceNow integrations, deletion will stop user criteria ingestion for knowledge base articles and files by disabling the setting in the mirror permissions configuration.
  • This action is irreversible. To restore the configuration, you must complete the Enterprise Search setup process again and wait for ingestion to finish.

What Happens Automatically After Deletion

When you confirm the deletion, the system will:

  • Trigger a full mirroring and processing job to purge previously ingested data.
  • Mark all content ingested from the connector as non-serving immediately.
  • For ServiceNow integrations, stop ACL mirroring for content.

Ingested content is marked as non-serving immediately upon deletion, but the data purge completes within a few hours. No notification is sent to end users about the deletion.

Deleting a Ticket Workflow Configuration

Ticket Workflow and Routing Condition deletion is only available through the new ticketing journey. In Moveworks Setup, navigate to Ticketing Configuration, then click through to the Routing & Workflows step to access workflow and routing condition management.

How to Delete

  1. In Moveworks Setup, navigate to Ticketing Configuration and proceed to the Routing & Workflows step.
  2. Locate the workflow you want to remove and click the Delete button.
  3. If the workflow is not referenced in any routing conditions, a confirmation dialog will appear. Review the warnings carefully before confirming.

What the Confirmation Warning Includes

  • This action is irreversible. To restore the workflow, you must set it up again from scratch.

If the Workflow Is Referenced in Routing Conditions

If the workflow is currently used in one or more routing conditions, the system will block the deletion and display a message:

Workflow can’t be deleted — You cannot delete this workflow because it is currently used in one or more routing conditions. To delete this workflow, first remove it from all routing conditions where it is referenced.

Workflow can't be deleted dialog

The dialog provides a link to the Routing Conditions page so you can navigate there and remove the references before retrying the deletion.

When a workflow that is not referenced in any routing conditions is successfully deleted, you will see a confirmation message:

Workflow successfully deleted

The system will not automatically delete routing conditions that reference the workflow. You must manually remove the workflow from all routing conditions before it can be deleted.

Deleting a Rich Ticket Filing Configuration

Rich Ticket Filing form deletion is only available through the new ticketing journey. In Moveworks Setup, navigate to Ticketing Configuration, then click through to the Routing & Workflows step to access form management.

How to Delete

  1. In Moveworks Setup, navigate to Ticketing Configuration and proceed to the Routing & Workflows step.
  2. Locate the form you want to remove and click the Delete button.
  3. If the form is not referenced in any Smart Handoff configurations, a confirmation dialog will appear. Review the warnings carefully before confirming.

What the Confirmation Warning Includes

  • This action is irreversible. To restore the form, you must set it up again from scratch.

If the Form Is Referenced in Smart Handoff Configurations

If the Rich Ticket Filing form is currently used in one or more Smart Handoff configurations, the system will block the deletion and display a message:

Form can’t be deleted — You cannot delete this form because it is currently used in one or more Smart Handoffs. To delete this form, first remove it from all Smart Handoffs where it is referenced.

Form can't be deleted dialog

The dialog provides a link to the Smart Handoffs page so you can navigate there and remove the references before retrying the deletion.

When a form that is not referenced in any Smart Handoff configurations is successfully deleted, you will see a confirmation message:

Form successfully deleted

The system will not automatically delete or modify handoff configurations that reference the form. You must manually remove the form from all Smart Handoff configurations before it can be deleted.

Auditing Configuration Deletions

All delete actions are captured in the following audit systems:

  • Config Change History — View deletion events alongside other configuration changes in Moveworks Setup under Troubleshooting Hub > Config Change History.
  • SIEM Logs — Deletion events are also written to SIEM logs for compliance and security monitoring.

Use these logs to monitor deletions and investigate if an unwanted deletion occurs.

Frequently Asked Questions

  • Can I undo a configuration deletion? No. Deletion is irreversible. To restore a deleted configuration, you must set it up again from scratch and wait for any ingestion or processing to complete.

  • What happens to content when I delete an Enterprise Search configuration? The ingested content is immediately marked as non-serving (it will no longer appear in search results). The data itself is purged from the index within a few hours.

  • Will deleting a configuration affect User Identity settings? No. Deleting an Enterprise Search configuration does not remove User Identity configurations. You must remove those separately if needed.

  • Can I delete File Ingestion or Knowledge Ingestion configurations? Not through self-service at this time. Contact your FDE or Moveworks support team for assistance with these deletions.

  • What happens if I try to delete a Ticket Workflow that is used in routing? The system will block the deletion and display a “Workflow can’t be deleted” message. You must first remove the workflow from all routing conditions where it is referenced, then retry the deletion.

  • What happens if I try to delete a Rich Ticket Filing form that is used in a handoff? The system will block the deletion and display a “Form can’t be deleted” message. You must first remove the form from all Smart Handoff configurations where it is referenced, then retry the deletion.