Unable to access Moveworks Bot In ServiceNow

Question

I have Integrated Moveworks with Servicenow and Ingested all the users in Moveworks but only few can access the bot in snow ESC. I have verified all the ACLs and Bot Access rules in Moveworks. did anyone face the same issue to? help me out.

nityam.bhardwaj · Accepted Answer

Since users are already ingested into Moveworks and ACLs and Bot Access Rules are verified, I would focus on the ServiceNow ESC configuration and authentication flow.
Compare a working and non-working user, checking the browser console for any 401/authentication errors, validate the ServiceNow JWT configuration, and check if any user criteria or widget visibility conditions are restricting access.

Also, try accessing the bot directly through My Moveworks with an affected user. If it works there but not in ESC, the issue is likely with the ServiceNow embedded bot configuration.

Neeraj Kumar · Answer

Thank you! for your insights.

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