Product Forums

We are looking to clean up some of our data in EXI, specifically, there are assignment groups today that simply exists for the purpose of logging a ticket for an already automated process/notification. There is nothing our bot will ever do with these. We have added a DSL rule in Moveworks Setup under Ticketing Automation > Ticketing > Ticket Filters under Universal Ticketing Fetching Filter for the agent to ignore these assignment groups. My question is, will this stop EXI from picking up any incident in these assignment groups or is there someplace else that I need to write a DSL rule to avoid EXI from picking these up in its data? 

I have a plugin for ticket search. It collects a search description and uses a LLM to collect/format optional attributes that are used in the search api. I am paginating the api up to 5 times in a compound action and don’t want to enable more than that. This works with simple search queries in that Structured Data Analysis can format the results as requested. However if I ask for a medium to large data set (over 500 tickets), it seems to go into a infinite loop showing 8-20 messages to the user saying it is searching for the data until it finally seems to time out and break without showing any data. I don’t want the plugin to loop especially as it doesn’t seem to work. I tried asking Agent Architect, but its suggestions didn’t help. How do I solve this problem?

I am trying to use Agent Architect but since morning it is returning 400, 429 error codes.I have been using it frequently and has been of great help but today it is not working at all.Hence wanted to check if it is down ?I have retried several times throughout the day but everytime it shows error  

In the attached, you will find the link for the user - moveworks Ingestion along with other trigger data etc. How do I remove this content from the chat history within the feed? Is this something that is part of the config and cannot be removed?

Anyone else having issue with AI Agent, has stopped working since this morning 29th Apr ESTAn Error Occured{"error":{"message":"{\n \"error\": {\n \"code\": 400,\n \"message\": \"Unable to submit request because thinking_level is not supported by this model.. Learn more: https://cloud.google.com/vertex-ai/generative-ai/docs/model-reference/gemini\",\n \"status\": \"INVALID_ARGUMENT\"\n }\n}\n","code":400,"status":"Bad Request"}}

Newbie customer hereI want to add a filter that will exclude asking for approval for change tickets that are CAB Ready TrueI found this command and tried to add it to Universal Ticket fetching filterNOT (ticket.type = "change" AND ticket.cab_review = true)but it did not like thatwhere do I put it?  

In Analytics, we review the Unsuccessful Knowledge plugin to locate gaps. We noticed that when a form is served, we received an “unsuccessful” for knowledge. Is anyone else seeing this? What are you doing to remedy this issue? 

In the analytics that Moveworks provides, all knowledge that is used by the AI assistant is pooled into one category - Enterprise Search / Knowledge Base. I am unable to differentiate between which knowledge source information is being pulled from unless I go into each individual interaction. This makes it difficult to see performance of each source and also difficult to identify gaps or redundancy. The raw interaction table will show that Enterprise Search plugin was both successful and unsuccessful which can make things confusing. Is anyone else running into this issue? Are there any tips and tricks I could be missing?

  Getting the below error while creating new ticket configuration with ServiceNow connector and saving the configuration. There is no issue with the service account and SN connector.Failed to create integration: No bot service account found for this integration. Please configure a bot service account in identity settings for this integration. Error Code: 14128 If the error persists, please contact the support team with the following trace ID - F4z2BWmyKWu2peJ0

Hello Hello All,  We are getting our feet wet with Moveworks and we are loving it so far. We have a prod and a sandbox environment and we know they are separate. Our prod bot in teams is associated with the OOB teams bot and for the sandbox, we created a non-app store and we have it already uploaded into our Teams DEV tenant. It does not seem to work at all.. it does not respond.. Anyone here tried that same approach that can share the challenged encountered and how to overcome them?

Hello Community!One of the fastest ways to deliver some productivity use cases in Agent Studio is to pair a simple slot with the out-of-the-box generate_text_action. In a single plugin (or multiple plugins for more granular analytics), you can spin up productivity use cases like code generation, email drafting, content generation, brainstorming, or rewriting content — no custom LLM integration required, no API keys to manage, no prompt-engineering framework to stand up.This post walks through the architecture we use to build these plugins quickly.The Solution: slot → generate_text_actionThe pattern is intentionally minimal. You collect the user's request through a slot, hand it to mw.generate_text_action with a purpose-built system_prompt, and

Is there a way to customize the information being presented in web assistant during the guided walk through users receive? Specifically the “Ask questions or automate tasks” box.See images below for what I am referring to. Some of the prompts are offering things to ask, that we are not yet connected to and we don’t want users to be misguided.  

Has anyone integrated with Navan (https://navan.com/)? We are hoping to be able to do travel booking and other tasks in Navan through our AI assistant.

Why is this happening? The agent should only be capturing the answers and citations, not the thinking steps (i.e. ‘Searching for’, ‘Summarizing based on’) 

Now that Assistant on Web has been live for all customers, we’re eager to understand how your rollout is going and what support you need as you introduce this new surface to all your employees.Since access to Assistant on Web is controlled through your organization’s My Moveworks SSO setup, we don’t have full visibility into how broadly it has been enabled across your organization. To help us improve the product and better support your rollout, we’re asking for 2–4 minutes of your time to answer a few questions via our survey. 🌟 Take our Survey We’d love to hear: How many employees you’ve enabled Assistant on Web for Whether you plan to roll it out more broadly What’s holding you back if you haven’t What would motivate you to expand access

Hi Team, How to add new users in move works to get them access to move work instance (our company owned Move works instance)? is there any documents or kb articles that supports from query please share with me. ThanksUpendra T

Hi All, How can I configure the “New Hire” functionality is employee comms.At the moment, our new users are being identified from ServiceNow user records, the condition will look like followingcreated : today user type is not functional OR externalRegards,Rajeev  

We’re excited to announce major upgrades to content troubleshooting in Moveworks Setup, available starting April 15, 2026. This release enhances visibility, accuracy, and usability across the Data Crawling Viewer and Control Center, making troubleshooting faster and more effective. 🧭 What’s New in the Content Troubleshooting Enhancements?Data Crawling Viewer Enhancements More accurate crawl statuses: Improved logic to better reflect crawl outcomes, eliminating misleading success/failure states. Crawled Records view: Records successfully fetched during a crawl run, shown with record ID, title, and timestamp. Failed Calls view: API calls that encountered errors during the crawl, including: Error code (e.g., 401, 403, 429, 500) Error message explaining the cause API endpoint that was called when the failure occu