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ServiceNow Look Up Incidents My Assignment Group

  • September 25, 2025
  • 3 replies
  • 44 views
Simon Vassallo
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Hi Community,

As discussed in the “AI Agent Marketplace Update - September 15th, 2025”.

I have installed the plugin and for the most part it works great, accept in some cases the “Caller” value (User) is printing in the bot as hyperlink to the Snow sys_user table.

If I then tell the bot to exclude the hyperlinked value for “Caller” straight away after the first utterance it the prints the “Caller” value as I would expect.

Has anyone else installed this plugin and experienced the issue? 

If so have you been able to resolve the bug?

@Moveworks Team - I have log a developer support ticket.

Thank you.

Best answer by Kevin Mok

​@Simon Vassallo - This is not inherently an issue. However, it’s happening because ServiceNow’s API response is being treated differently. I believe the caller_id field in ServiceNow is usually an object instead of a plain string:

{
  "caller_id": {
    "display_value": "John Doe",
    "link": "https://instance.service-now.com/api/now/table/sys_user/user_id"
  }
}

For this reason, the assistant sees the object and thinks that this field has to be presented with a link. It thinks: “Oh these are wrapped together, we need to present the value + the hyperlink together to the user”.

 

You can get away from this behavior, but it won’t be through prompting; you will either have to do the following:

  1. Change the HTTP action query parameters to only return the caller_id value and not an object
  2. In the conversation process, modify the output mapper of the HTTP action to filter out the link of the object.

    3 replies

    Kevin Mok
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    • Kevin Mok
    • Community Manager
    • Answer
    • September 25, 2025

    ​@Simon Vassallo - This is not inherently an issue. However, it’s happening because ServiceNow’s API response is being treated differently. I believe the caller_id field in ServiceNow is usually an object instead of a plain string:

    {
      "caller_id": {
        "display_value": "John Doe",
        "link": "https://instance.service-now.com/api/now/table/sys_user/user_id"
      }
    }

    For this reason, the assistant sees the object and thinks that this field has to be presented with a link. It thinks: “Oh these are wrapped together, we need to present the value + the hyperlink together to the user”.

     

    You can get away from this behavior, but it won’t be through prompting; you will either have to do the following:

    1. Change the HTTP action query parameters to only return the caller_id value and not an object
    2. In the conversation process, modify the output mapper of the HTTP action to filter out the link of the object.
      Simon Vassallo
      Forum|alt.badge.img+4

      Hi Kevin,

      Thank you for the feedback.

      With assistance from MW Support

      I used the the following in the output mapping of the conversation process:

      MAP():

      converter:

      MERGE():

      - item

      - caller_id: item.caller_id.display_value

      items: response.result

       

      Then I ran into another issue for the “resolved_by” value printing as hyperlink as well.

      With utterance: What did the team resolve today?

      So I added in the resolved_by item too and that resolved the problem.

      MAP():

      converter:

      MERGE():

      - item

      - resolved_by: item.resolved_by.display_value

      - caller_id: item.caller_id.display_value

      items: response.result

      Testing is now completed and I can now proceed to publish to production.

      Thanks again Kevin.

        Kevin Mok
        Forum|alt.badge.img+1
        • Kevin Mok
        • Community Manager
        • October 8, 2025

        Glad you worked it out!

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