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We are looking to clean up some of our data in EXI, specifically, there are assignment groups today that simply exists for the purpose of logging a ticket for an already automated process/notification. There is nothing our bot will ever do with these. We have added a DSL rule in Moveworks Setup under Ticketing Automation > Ticketing > Ticket Filters under Universal Ticketing Fetching Filter for the agent to ignore these assignment groups. My question is, will this stop EXI from picking up any incident in these assignment groups or is there someplace else that I need to write a DSL rule to avoid EXI from picking these up in its data? 

I have a plugin for ticket search. It collects a search description and uses a LLM to collect/format optional attributes that are used in the search api. I am paginating the api up to 5 times in a compound action and don’t want to enable more than that. This works with simple search queries in that Structured Data Analysis can format the results as requested. However if I ask for a medium to large data set (over 500 tickets), it seems to go into a infinite loop showing 8-20 messages to the user saying it is searching for the data until it finally seems to time out and break without showing any data. I don’t want the plugin to loop especially as it doesn’t seem to work. I tried asking Agent Architect, but its suggestions didn’t help. How do I solve this problem?

We've made some updates to the toxicity filter!You can now choose which of five fixed content categories your Moveworks AI Assistant will engage on. The old "Specific Topic Toxicity" model with free-form custom topic exceptions has been replaced.The five categories — all blocked by default:Violent— physical violence Sexual Content or Sexual Acts— sexually explicit content Suicide & Self-Harm— mental health and self-harm topics Unethical Acts— content promoting unethical behavior Jailbreak— attempts to bypass the Assistant's safety instructionsOpt-in to only the categories your organization wants the Assistant to engage on. Uncheck at any time to return a category to being blocked. Selections apply to every future interaction.A common reason to allow a category: Allowing Suicide & Self-Harm lets employees asking for mental health support get routed to your EAP knowledge instead of receiving a generic decline.Where to configure Chat Platforms → Display Configurations → Moveworks

Hi Community!After an exciting first quarter, April is packed with major model upgrades, smarter search and a brand new developer homebase. We’re kicking things off with GPT-5.2 going GA, rolling out more powerful multilingual capabilities, and making it easier than ever to build in Agent Studio. Plus, don’t miss Knowledge26 in May and our lineup of April office hours to stay ahead of what’s next.📩 Save the Date: Knowledge May 5–7, 2026 | Las VegasDon't miss your chance to be part of Knowledge, where you and AI get to work.  Learn how Moveworks from ServiceNow is powering the AI front door. Learn more and sign up. 📹 April Webinar and Office HoursApril 2 — Developer Office Hours: Sign up now April 8 — Live Product Tour: Register now April 14 — Developer Office Hours: Sign up now April 30 — Developer Office Hours: Sign up now March Webinar Recap: AI Agents for Your Business Systems and How Motorola Solutions Scaled Enterprise AI Support with Moveworks 🚀 Product UpdatesCheck out the la

I am trying to use Agent Architect but since morning it is returning 400, 429 error codes.I have been using it frequently and has been of great help but today it is not working at all.Hence wanted to check if it is down ?I have retried several times throughout the day but everytime it shows error  

We’ve refreshed the Program Owner Certification to better support you beyond launch and throughout your entire Moveworks journey.The updated course is designed for:• New program owners or champions ramping up• Teams transitioning ownership post-implementation• Anyone looking to get more value from their Moveworks programThe learning path now focuses on three key areas:• Foundations of Program Ownership• Program Execution• Optimization & Value RealizationYou’ll find guidance on driving adoption, expanding use cases, measuring impact, and more — all tailored to where you are today.👉 Access the certification here: Program Owner Certification

I just wanted to ping the group to say hello! Our organization, Aveanna Healthcare, has been using Moveworks (AVA is our bot) for just over 1yr. Would love to connect with others in the Atlanta area to hear the wins you are having with your Moveworks bot. 

Starting May 1st, the standalone API Audit Logs page in Moveworks Setup will be retired. All API audit log data is now captured within the new Built-in Plugin Logs view, available under Organizational Details → Audit → Built-in Plugin Logs.What's changingYour existing API audit logs — request/response payloads, HTTP status codes, method types — are now available in Built-in Plugin Logs under the log type action.http.trigger. Earlier data from the API Audit Logs page has also been carried over, so there's no gap in visibility.What's not changingThe data itself. Everything you relied on in API Audit Logs is captured in the new view. The only difference is where you access it.What you need to doNothing. Just start using Built-in Plugin Logs in place of the API Audit Logs page before the May 1st sunset.What else you getBuilt-in Plugin Logs goes beyond API calls. You also get workflow execution logs (ticket_gateway.*), trace IDs to follow a plugin execution end to end, and filters for log l

In the attached, you will find the link for the user - moveworks Ingestion along with other trigger data etc. How do I remove this content from the chat history within the feed? Is this something that is part of the config and cannot be removed?

Anyone else having issue with AI Agent, has stopped working since this morning 29th Apr ESTAn Error Occured{"error":{"message":"{\n \"error\": {\n \"code\": 400,\n \"message\": \"Unable to submit request because thinking_level is not supported by this model.. Learn more: https://cloud.google.com/vertex-ai/generative-ai/docs/model-reference/gemini\",\n \"status\": \"INVALID_ARGUMENT\"\n }\n}\n","code":400,"status":"Bad Request"}}

Hello Moveworks Community! We are thrilled to announce a major expansion to the Moveworks Data API. Starting April week 1, 2026, we are evolving the API from a "user-engaged" model to a "system-wide" model by introducing visibility into System-Triggered Events.Currently, our Data API focuses on conversations where a user has actively participated. But we know that much of the magic of Moveworks happens proactivity—through notifications, ticket interceptions, and channel resolutions. This update brings that proactive power directly into your hands for deep analysis and reporting. What’s Changing?We are updating four core entities to include System-Triggered Events (Notifications, Channel/Ticket Interception reach-outs)Please note that these changes are ADDITIVE in nature and will not break any of your dashboards. However, to make maximum out of this new data you must update your data pipeline. Conversations Entity: The scope is moving from "user-engaged" to all conversations, including

Hey Community!We wanted to announce that the we are about to deprecate the old legacy interactions table on May 20th. Post 20th May, View interactions button will take you to the new interactions table as marked on the diagram below.   

The thing I keep seeing at events like this: developers assume connecting a new tool to an AI assistant is a multi-sprint project. It's not anymore.I'll be running a hands-on mini lab at CreatorCon where you'll go from zero to a deployed, production-ready tool in ServiceNow EmployeeWorks in minutes. Connectors configured, permissions set, tested through natural language.First come, first seated. If you're curious how fast this can actually move, come find out.   

Why this mattersWhen the AI Assistant delivers an unexpected response, the first question is always why. Until now, answering that meant filing a support ticket and waiting for Moveworks to investigate. Chat Playback puts that diagnostic power directly in your hands.What's newAI Assistant Chat Playback is a troubleshooting tool in Moveworks Setup that lets you replay any user conversation and inspect the assistant's reasoning process step by step. Paste a conversation ID and see exactly how the assistant processed the request across four stages:Intent — How the assistant interpreted and reformulated the user's query. Compare the original message against the rewritten query to spot misinterpretations. Plugin Selection — Which plugins were available to the user and which ones the assistant chose as relevant. Plugin Execution — What arguments were passed, what resources were returned, and whether execution succeeded or failed — including specific error codes. Response Generation — Which r