Triage Discovery Questionnaire
Pre-implementation questions to answer before configuring Moveworks Triage 2.0.
Pre-implementation questions to answer before configuring Moveworks Triage 2.0.
Use this questionnaire to assess readiness and gather the information needed before beginning the Configure Triage 2.0 guide.
Triage 2.0 currently supports the following systems:
Triage 2.0 builds its model from historical tickets. It needs enough historical data to identify patterns and make accurate predictions.
If your environment has fewer than 3,000 tickets in the past year, or if the ticket data is stale, it is not a good candidate for Triage at this time. Without sufficient recent history, the model will not have enough signal to make reliable predictions and results are likely to be poor.
This defines the Triage Filter (Step 7 of configuration). Identify the following dimensions:
INCIDENT, REQUEST, HR_CASEPortal, Email, AI Assistant. Exclude walk-ups, phone calls, and automated alerts.Prioritize in this order:
assignment_group, cmdb_ci. These directly control where the ticket goes and can trigger downstream business rules (e.g. ServiceNow rules that set assignment group based on cmdb_ci).category, subcategory. Lower operational impact but improve reporting and ticket quality.Look at the names of the groups in scope. If you see region indicators (e.g. NA, EMEA, APAC), location is likely a meaningful signal for the model.
If location is important, add requested_for.location as an Additional Feature in the Triage 2.0 Configuration (Step 6).
In most implementations, category determines the set of valid subcategory values. If this relationship exists, configure a single concatenated Triage model to predict both fields simultaneously rather than two separate models.
For some fields, certain values should never be predicted — for example, L2 or L3 groups that require a human agent to intervene before assignment.
Identify any values that should go into the block list for each field. If a ticket would be predicted to a blocked value, Triage will fall back to the configured default value instead.
Dry-run mode allows you to evaluate Triage behavior and predictions without writing any values to tickets in the production environment. This is useful for validating model quality before going live.
To enable dry run: set Enable Triage = false and Send As Update = true in the Field Configuration.
Dry-run mode is an evaluation period, not a long-term state. It should not remain active for more than 2 weeks.