Ticket interception update

Hi Team,

We recently had ticket interception enabled and so far it has been very well received.

We had feedback from one of our teams that noticed the CI field of the ServiceNow incident was not being populated when ticket interception resolved the call.

Moveworks support confirmed that as of now ticket Interception cannot update the field while closing the ticket.

The team have an assignment group in ServiceNow with a collection of CI’s (applications they support)

What they would like:

What the team would like is that based on a keyword in the description of the ticket, for example “I would like access to the “Camunda”platform?”, they would like the CI field to be updated with the related CI (Camunda Workflow Platform) when the Moveworks ticket interception resolves the ticket after the user confirms the Moveworks suggestion helped them resolve their request.