We've expanded Built-in Plugin Logs in Moveworks Setup. In addition to external API calls and ticketing workflow logs, the view now surfaces execution logs for three more Moveworks services: Triage, Concierge and Nudge. You'll find it under Organizational Details → Audit → Built-in Plugin Logs.
What's new?
Previously these logs showed you the external API calls Moveworks made and the ticket gateway workflow steps behind them. Now you can also see the decisions the Triage, Concierge and Nudge services make — what they evaluated, what they decided and the typed reason why. This helps you answer questions like "why did this ticket get the wrong priority?", "why didn't this user get a notification?", or "why did this reminder fire?" without escalating to Moveworks.
New log types in the view:
ticket.process_ticket— the shared ticket-processing step: which filters a ticket passed and whether it qualified for triage or a notification.triage.route_ticket— Triage's routing decisions, including ML predictions, heuristic rule outcomes, and the final routing decision.triage.analyze— Per-field analysis showing candidate values, confidence scores, the final value applied (when applicable), and the typed reason a field was updated or skipped.concierge.check_eligibility— the notify / don't-notify decision, with a typed reason per criterion.concierge.send_message— the outcome of delivering a notification (sent, scheduled, skipped, or failed).nudge.check_eligibility— the reminder eligibility decision, with a typed reason (e.g. outside business hours, too soon for a reminder).nudge.send_message— the outcome of delivering a reminder.
What you can do with it
Each log entry includes a log level (Error/Info), timestamp, trace ID, log type, plugin/service name, requestor, and a summary. Click any row for the full request/response detail panel.
The trace ID ties every entry from a single execution together — so for one ticket you can follow qualification → the service's decision → the delivered notification or the written-back field value, all in one place. Filters are available for time range, log level, trace ID, ticket ID, log type, plugin, requestor, API method, and API status code.
Reading the logs: expected vs. real issues
These services record both actions taken and intentional decisions not to act. A skipped update or notification doesn't necessarily indicate a problem—the logs include a standardized reason explaining why the decision was made, helping you distinguish expected behavior from issues that require investigation..
When a notification can't be delivered, concierge.send_message / nudge.send_message shows a descriptive error message for the most common causes (e.g. bot disabled, user blocked the bot, invalid/expired credentials, user not reachable, rate-limited) so you can act on the real cause. Less common error codes currently fall back to a generic message and are being mapped over time.
Key notes
- Logs are captured on a forward-looking basis. Historical data is not backfilled.
- Logs are retained for 1 week on a rolling basis.
- A single user action can produce multiple log entries — retries and multi-step workflows are surfaced as-is.
- Access is role-gated: all Setup users can see the log table, but only Super Admins and PII Viewer role users can view unredacted request/response details.
- This is part of an ongoing expansion — more Moveworks services will be added to this view over time.
Rollout note: This enhancement is available for all commercial cloud customers today. Support for Gov Cloud customers will be enabled next week as part of the staged rollout.
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