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This is related to our ITSM process in ServiceNow. I’m looking to trigger a notification by our bot on Teams when the State of a ticket is changed, like an event-driven action. I noticed that there is an existing notification trigger but this only works when the fulfiller has written down Additional Comments (Customer Visible), otherwise it does not trigger any notification. 

Hi Moveworks Community,First-time poster here. I am looking for guidance on embedding the Moveworks assistant into our ServiceNow Service Portal.Environment/Status ServiceNow DEV instance. Moveworks for Employee Center plugin installed (scope moveworks.webchat.x.x.x). Added the “Moveworks for Web Widget” to our Service Portal home page. What I’ve configured so far Located the “Embedded AI Assistant setup” page in ServiceNow and switched to the corresponding app scope. Found the Bot ID for our webchat channel in the Moveworks Admin console. Entered the Bot ID in the ServiceNow setup screen and configured the Initialization Options JSON as follows:

Hello to the Moveworks Community,I have been working as a ServiceNow Consultant for last 9 years and now want to deep dive into Moveworks / Employee Works and begin my journey on the Agentic AI.Looking forward to share my learnings along the way and learn from the incredible talented folks of this community.Thanks

hey everyone, excited to join the moveworks community. Looking forward to learn, share , explore with talented folks of community. I am working as ServiceNow Architect & now diving into World of Moveworks. Happy to connect!!

👋 Hey Moveworks Community — Here's What You Might Have Missed!We're kicking off something new: starting today, we'll be sharing biweekly community recaps to help you stay on top of everything happening right here in the community. And don't worry, our monthly digests of everything happening at Moveworks won’t be going anywhere. Think of these recaps as your quick pulse check for the community between the bigger updates.Here's a look at what's been going on over the last two weeks:From our team:What HR policy questions do you wish employees could answer themselves? Click here to read more. 💡 Architecture for a SQL Query Generation Agent.

Hello EveryoneTrying ingest Unily , created connector as per https://help.moveworks.com/docs/content-integration-unily.But in internal knowledge ingestion , no wizard is coming up(not like we have during service now setup), and not able to ingest, can anyone guide on this the right way 

Hey everyone 👋 I’m new here. Curious, what’s the simplest AI use case you’ve rolled out that actually had the biggest impact at your org?I’m talking small things that made a real difference, maybe something that started as an experiment but ended up saving time, cutting headaches, or just making life easier for your team.Would love to hear your examples!

With 1,136 product ideas and counting, it can be a lot to scroll through. Here are three ways to narrow it down:1. Sort by what matters to you Use the "Recently active" dropdown at the top to switch between:Newest first Most replies Most votes Recently active2. Filter by idea status Want to see what's actually been delivered, or what's coming soon? Use the status filter on the right side to view ideas by where they stand:New On Roadmap Existing Functionality/Native Skill Future Consideration Controlled Availability Delivered Duplicate Possible Agent Studio Solution3. Filter by product area Only care about AI Assistant or Agent Studio? Use the product filter below the status filter to zero in on the area mo

Hello Community!By default, Moveworks Concierge notifications often pull the specific agent's name into the "Last Activity" section. For many teams, privacy or a unified "Service Desk" brand is a priority. This solution allows you to mask individual agent names—replacing them with a generic "Service Agent" title—while keeping the actual activity log intact. Here’s how to build this -Step-by-Step approach:Part 1: ServiceNow ConfigurationTo start, we need to create a "sanitized" version of your comments within ServiceNow. Installing the update set attached to this post helps you achieve that.What does this Update Set do?Creates a Custom Attribute: Navigate to System Definitions > Dictionary and create a new field (e.g., u_comments_sanitized). Applies a Business Rule: Create a Business Rule that tri

May brings a continued focus on driving efficiency, deeper platform integrations, and delivering measurable impact. We’re building on recent momentum with enhancements across AI automation and new ways to unlock more value from your existing environment. Plus, don’t miss Knowledge26 this month and our upcoming office hours to stay ahead of what’s next!📹 May Events and Office HoursMay 20 — 7 Ways to Automate Finance & Procurement Processes with Agentic AI: Register now May 21 — Developer Office Hours: Sign up now April Webinar Recap:

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

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: 

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.   

Most AI stops at the edge of one system. We're going to break that habit at CreatorCon this year.In our hands-on lab, you'll build tools that search and act across external business applications through the AI Assistant in EmployeeWorks. Real connectors, real permission enforcement, natural language testing. Not a demo. You'll actually build it and leave with a blueprint you can repeat.If you want to see what cross-system AI tooling looks like when it's done right, this is the lab.Learn more here.  

Whether you just shipped something small or something wild, we want to hear about it. Use this format to keep it quick and useful for everyone: Here's what I built: (1–2 sentences) What problem did you solve or idea did you bring to life? Here's what I learned: (1–2 sentences) What surprised you or stretched your skills? Here's my #1 tip: (1–2 sentences) What advice would you give to the next builder?Here’s an example of a similar share out for your reference! 

I’m excited to announce that I’ll be co-hosting a session alongside my colleague ​@Ajay Merchia at ServiceNow Knowledge ‘26. You don't want to miss out - sign-up today!We’ll explore how ServiceNow EmployeeWorks, powered by the Moveworks agentic platform, serves as the AI-powered front door for work, enabling employees to search and take action across HR, IT, finance, and other business applications through conversation. We’ll discuss the role developers play in building and extending tools and enabling AI agents to act across applications. Bring your questions on tool development and designing AI-driven workflows that operate across systems.Learn more about our session and register here. 

It's almost always the output mapper.When you return structured JSON, the reasoning engine parses it — extracts the schema, filters fields, routes to code execution if needed. When you return a flat string via RENDER, it can't do any of that. The whole blob gets dumped into context as-is.The fix: use $MAP() for lists and direct field mapping for single objects. Save RENDER for cases where you genuinely need static text nothing will process downstream.Kevin digs into exactly how the engine handles both paths — including what triggers the ~7K token structured data analysis mode — in this week's newsletter. subscribe here.!-->

First, you can subscribe to email notifications for product updates. Head to the product updates section and hit subscribe so changes land in your inbox instead of getting buried in the feed. (Pssst this is a feature available for all forums in the community) Second, there are front-end filters so you can narrow updates down to the specific products you're building with. No more scrolling past things that don't apply to you. Small setup, big payoff if you're trying to stay current without living in the community 24/7.!--> 

Most device health issues don't start as tickets, they start as slow laptops and frustrated employees who can't figure out why their machine is struggling.One customer connected their device monitoring platform to their AI assistant to flip that script. Instead of waiting for a ticket, the AI proactively reaches out when a device is running low on disk space or needs a restart — identifies large unused apps, surfaces recommendations in chat, and lets employees take action with a single click. No IT involvement required."Employees completing device health actions conversationally — no ticket, no IT call, no back-and-forth."These agents are used 1,500+ times per month. The win here isn't just efficiency — it's removing friction before employees even realize there's a problem.We'd love to hear from you: What device management tasks would you most want to handle proactively rather than reactively? Drop your r

Hi everyone! I’m new here to sharing my introduction. Here’s a bit more about me:What I’m working on: I’m leading efforts to scale AI-driven support across multiple business units, focusing on smarter ticket routing, better self-service adoption, and faster resolution times with Moveworks.What I want to learn or discuss: Excited to hear how others are driving AI adoption in enterprise teams, especially non-technical ones, and measuring real business impact. Tips for balancing automation with a human touch are always welcome.Fun fact: When I’m not at work, I’m rock climbing, or training my dog to sit through virtual meetings, he’s now the best (not so) silent observer on the team.

Hey,Why would a plugin that returns the right data produce a wrong answer? I keep seeing the same thing: builders format their response into a clean paragraph using an LLM action, return it as text, and the assistant loses the ability to work with it.It comes down to what your output mapper returns.How the Engine Processes Your Tool ResponseWhen a plugin runs and returns data, that response passes through a processing step before the reasoning engine sees it. What the engine can do with your data depends entirely on whether it's structured JSON or flat text.Two-path comparison: structured JSON gets parsed, filtered, and routed while plaintext gets forwarded as-isStructured JSON gets parsed. The engine extracts the schema, trims irrelevant fields, and routes piec

260408-016.prod3.us -  This is my ID I can log into Okta but cannot see the manage apps within moveworks. This sends me to help and documentation page. I have already completed a few labs 0-2 and was working perfectly okay today. 

Hello,I am new to the community and getting my feet wet by starting withMoveworks Agent Studio Developer: Level 1 Certificationfor which I will need access to Agent Studio as per the instructions. Could you please guide me with the next steps to get access.Much appreciated. Thanks,Rekha

An incorrect offboarding can lock out an active contractor for hours or even days, disrupting live projects and generating urgent escalations across IT, HR, and management. It's one of those processes that seems simple until it isn't.One customer tackled this head-on by automating contractor expiry and offboarding through their AI assistant. They added real-time compliance alerts to flag potential issues before they snowballed into disruptions.The outcome: contractor lockouts essentially eliminated, and compliance risk reduced without layering on more manual oversight."Contractor lockouts essentially eliminated. Compliance risk reduced. No added manual overhead."The win here wasn't just efficiency. It was proactive risk reduction before issues ever surfaced.We'd love to hear from you: What offboarding processes would you most want to automate? And where does manual handling create