EmployeeWorks Forums

Hi everyone,Apologies for the ignorance here—I honestly feel like I should know this already, but I get a bit stuck with output mapping. I’m the analyst working on our company's bot, and while we have an engineer on the team, I help out with some of the use cases. This is more of his role and area of expertise.Is there a straightforward way to create output mappers? I've tried using the DSL and Data Mapper Playground, and I've read through the Data Mapper / JSON Bender Reference and Moveworks Data Mapper Common Examples, but I haven't found them very helpful.Am I missing a simple trick here? I tend to prefer step-by-step instructions, so the guides that just provide general info are a bit hard for me to follow. If they don’t give us step 1—do this, step 2—do this thing, step 3—you need this it makes it hard for me.Thanks in advance for any tips or straightforward steps you can share to help me improve my efficiency with this. If you could break it down into clear steps, I’d really appr

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.

Hello, We seem to be having a weird bug with confirmation policy and context clearing. We have a plugin that has a confirmation policy and in testing we did the following: We ignored the confirmation ask of the plugin and cleared context and when we pressed Yes to clear the context it cleared the context but also processed the Yes of the plugin and went through the plugin’s process We also tried canceling the request to the plugin then cleared context and when we pressed Yes on clearing the policy it also processed the Yes on the plugin and went through the process. Not sure if there is an issue with our context clear functionality because on another instance I cleared context and asked a question about something in the previous context and it still was able to recall the information. This plugin that we are building is for resetting an MFA and we can’t have the plugin being called to remove their MFA if they say no but then yes to something else in a different conversation. 

Hi everyone,We’re exploring how to implement MFA reset functionality using Microsoft Graph APIs. The process involves two main API endpoints:List Authentication Methods API: To retrieve all MFA methods registered for a user. This gives visibility into their current devices. Delete Microsoft Authenticator Method API: To reset specific MFA methods. This is important because users may have multiple devices (like Device A, B, C, D). We want to allow resetting individual devices rather than removing all MFA factors. Users can choose which devices to reset or reset all if needed.Permissions and User Identity Verification:We plan to use delegated permissions with User Consent Authentication (OAuth 2.0 Authorization Code flow). This ensures the user explicitly consents, adding security. We will also prompt users for additional information like:Employee ID Hire dateThis helps us verify their identity against their profile. Once confirmed, the user’s email will be sent to an Azure Function that

We currently have a deep link for our web bot that opens directly in Slack when a user clicks on it. We’re looking to implement similar functionality for our web bot on the ServiceNow Support Portal.Use Case:When a user clicks the "Get Support" button on the ESC portal, we want the Bot to automatically pop up, providing a seamless support experience. 

Hello,I have a cmdb lookup skill which returns the business application list, I am been trying to instruct the LLM to display only name, description and application owner. tried below map code also tested on data mapper playground, but getting response saying no records. without below code, it does display all the results. when there is single result, i would like to show something like below, but no much information on logs and no failures also bot is saying just ,,”No ownership information was found in the business application database or internal knowledge sources.”please help me to identify the issue. also give me a good documentation back end supported syntaxes like system_prompt, display_instructions, I want to study deep here.  {  "result": [    {      "short_description": "Sample description of the application or service.",      "u_tower": {        "display_value": "Tower Name",        "link": "https://example.com/api/u_tower/placeholder"      },      "assignment_group": {     

The recent Agent Studio Updates & Next Steps email mentions Agent Studio (Classic) will be retiring in the H1 2026. Will Events be a part of this retirement or will they move to Agent Studio? If so, are Webhooks the intended replacement for Events?We use Events in many messaging campaigns and would like to plan for the future. 

Is it possible to customize ticket resolved ticket notification to include a link to a survey? Or what is the recommended way to build this out using Agent Studio to serve up the survey?

My team is working on a Databricks SQL statement and wanted to see if anyone may have any insights. It looks like our bot isn't showing the responses when we test. The logs show that the actions are running without errors, but the conversation logs show that the output is coming through as null. Since the mapping is Moveworks-specific and a bit complex, I’ve attached the logs so others can take a closer look and help troubleshoot. Statement is something like this, I’ve redacted proprietary information:{  "statement": "SELECT DISTINCT <InvoiceID>, <SupplierName>, CONCAT(<BusinessUnit_PO>, ' ', <PurchaseOrder>) AS PO_ID, <VoucherStatus>, CASE WHEN <VoucherStatus> = 'STATUS1' THEN <PaymentDate> ELSE NULL END AS PaymentDate, CASE WHEN <VoucherStatus> = 'STATUS1' THEN <PaymentID> ELSE NULL END AS PaymentID, CASE WHEN <VoucherStatus> = 'STATUS2' THEN <ScheduledPayDate> ELSE NULL END AS ScheduledPayDate, CASE WHEN <VoucherSt

I’m working on an Outlook use case where we need to fetch meetings for a user within a specific start and end datetime using the Microsoft Graph API.ChallengeWhen calling the CalendarView endpoint, the Graph API requires both start and end datetime values. If no time offset is included, it defaults to UTC.For example, for Eastern Standard Time (EST), the offset should be UTC-5 hours.The question is: How can we dynamically pass the correct offset based on the user’s timezone?What we’ve triedWe attempted to format the datetime using the Moveworks DSL Format_Time function, but this requires the timezone in IANA format. From the Graph API, we only get the user’s timezone in Windows format (e.g., Eastern Standard Time). Is there a recommended way to convert Windows timezone values to IANA format within DSL, so that we can correctly set the datetime offset when calling the Graph API?Examples:Windows timezone: Eastern Standard Time IANA timezone: America/New_YorkLink of the API we are using: 

If I setup a connection using authorization code, it will always make the actions based upon the initiating user. With this setup, I need the ability to have Moveworks make actions using someone else’s access. Here are some examples where this is needed:The initiating user requests for something that requires approval. A moveworks approval process is used to manage that approval. When the approver approves it, I need that to initiate an action in the same system but now using the approver’s account as the initiating user does not have access to approve their own request. With the new listener functionality, I see no way to run any action associated to a connection that has the authorization code grant setup as there is no initiating user.

Do we have the option to reuse plugins that we have developed in Agent Studio? We’ve created an approval plugin for one team within our organization, and now another team is requesting a similar solution. Although each team has different data points and systems they connect to, they both want the same approval flow process.I’m trying to determine if it’s possible to reuse the existing plugin to avoid hitting our plugin limit and to streamline development. If there’s a way to customize or clone the plugin for different data sources while maintaining the core process, that would be ideal.Could you confirm if this is feasible or suggest the best approach to efficiently handle multiple teams with similar workflow needs? Thanks!

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I have a list of questions and answers in a restricted google document. It is in a sheet, but it can be moved to a doc as sheets do not seem to be supported. The use case is to ask the bot many different questions that are included in the document and have the bot return with the exact answer for each one of them. Currently this mostly works, but the answers are getting summarized. The answers need to be 100% exact as they are approved internally as correct. If I tell the bot to return the exact answer, it works most of the time, but is there a way to have it always return the exact answer instead of having to ask every time?

Is there a workaround for the output mapping result limit? I'm working on a flow where a user can query the bot to return all of their tickets in JIRA, but I'm losing some data in the process when the mapping gets bigger. Using conversational plugin, not compound action.Example Output Mappings:Mapping 1MAP(): converter: key: item.key project_name: item.fields.project.name status: item.fields.status.statusCategory.name summary: item.fields.summary url: $CONCAT(["https://company.atlassian.net/browse/", item.key]) items: response.issuesreturns:1. Project A – 38 tickets2. Project B – 1 ticket3. Project C – 1 ticket4. Project D – 13 tickets5. Project E – 32 ticketsMapping 2MAP(): converter: assignee: item.fields.assignee.displayName created: item.fields.created key: item.key last_updated: item.fields.updated project_name: item.fields.project.name reporter: item.fields.reporter.displayName status: item.fields.status.statusCategory.name summary: item.

We’ve heard your feedback on the accessibility of the Raw Interactions table—and we’re excited to share an important update.Starting the week of September 15th, the Raw Interactions table will include User IDs and Emails. This update is designed to give you deeper visibility and make it easier to support employees at the individual level.With this enhancement, you’ll be able to:Identify the end users who have conversations with the AI Assistant Filter and analyze conversations for a specific user  This update comes directly from your input, and it’s another step toward making Moveworks Analytics more actionable and transparent. No action is required on your end—these fields will automatically appear in your Raw Interactions table once the update goes live.We’ll continue listening to your feedback and making improvements that help you uncover insights faster and support employees better. 

Hello Moveworks Community!We are extending the use case of the parent interaction ID field in the interactions tables to provide more comprehensive user journey tracking.BackgroundThe parent interaction ID is an attribute available in the interactions table that links related interactions together. Previously, this field was only populated for AI Assistant responses. With this enhancement, it will now also be populated for user follow-up actions such as button clicks, link clicks, and UI form submissions.What’s changedThe parent interaction ID field has been extended beyond AI Assistant responses to now include user-initiated actions. This means that when users interact with elements like buttons, links, or forms presented by the AI Assistant, these actions will now carry the parent interaction ID of the originating AI Assistant message.Key benefitsThis enhancement enables precise tracking of user engagement by connecting user actions directly to their triggering AI Assistant messages.

Hello analytics community!KB insights just got an upgradeAbility to drill down in selected widgets (more such drill downs upcoming) Now , filter your report by Domain (resource domain filter upcoming) Take export of raw data behind a widget. New semantic layer data.

When working with the Agent Studio 2.0 and I find that I am unable to edit slots after they are created when building decision policies. I am not sure if I am missing something or this is just a limitation of the new Agent Studio. I find that once the slot has been created, I cannot go back and adjust the data type, slot retrieval details, etc. This would be a hinderance when building plugins as a new slot would have to be created any time a necessary change is needed.   

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I updated an KA and now VIC seems to no longer show the articles link instead have replaced them with (1), The top “ I need monitor replace” shows the link to complete Computer Accessories Request but the bottom for headset issue is missing the line to reach out to the IT support and the only way you can see this option is click on (1). This will cause an issue with our customer, how can restore the link in the article?   

Hi All,I am looking at removing a button presented in a notification to the user.Specifically I want to remove a button so the user only has two options. The button I want to remove from the notification shown is “Edit request” to avoid user confusion.Currently selecting “Yes” instructs the middleware to execute a remote action against the machine and clicking “Yes” again will fail as the remote action cannot be executed more than once on the middleware system.I cannot see anything in the CREST Event workspace that would refer to what looks like a consent option to proceed with the choice as shown above.

Hi,We have one reported issue with switching to Afrikaans in Teams.When I say ‘switch to Afrikaans’ I get the following message:I'm sorry I don't have information on how to address this issue. Please use the form below to submit a ticket for assignment to our support teamWhen I ask the Moveworks bot in Teams to switch to Dutch it works fine.Your documentation below shows support for Afrikaanshttps://help.moveworks.com/docs/multilingual-support-mls#what-languages-are-supported-by-moveworksCan you provide guidance on this?