Cookbooks

Recreating Built-in Agents

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If you’re looking to rebuild some of our built-in AI agents (either for a custom system, or to customize the AI agent behavior beyond its current customization options), this page outlines how to recreate those capabilities.

Provision Agent (replaces Provision Management)

Required Steps

  • Access Software
    • Grant Access to Software: Create an Agent Studio Plugin for each application. You can also collect role information or software configurations as slots and use approvals in your compound action.
  • Access Group
    • Create DL: Create an Agent Studio Plugin that requires DL name (string) & initial members (List[User]). Then add an action which creates the DL & adds the members.
    • Add User to DL: Create an Agent Studio Plugin that requires DL object (u_CustomGroupDataType) and members to add (List[User]). Then add an action which adds the members.
    • Remove Users from DL: Create an Agent Studio Plugin that requires DL object (u_CustomGroupDataType) and members to remove (List[User]). Then add an action which removes the specified users from the DL.
    • Removal Notification: Send a notification via our Events API
    • Check Group Owner: Create an Agent Studio Plugin that requires DL object (u_CustomGroupDataType). Then add an action which returns the owner (User) of the DL.
    • Check Group Membership: Create an Agent Studio Plugin that requires DL object (u_CustomGroupDataType) and target user (User). Then add an action which returns a boolean indicating whether the user is a member of the DL.
  • Access Account
    • Unlock Account: Create an Agent Studio Plugin that executes an action to unlock the current user’s account.
    • Account Lockout Notification: Send a notification via our Events API. Tell the user they can trigger the Unlock Account plugin if they ask.
    • Reset Password: Create an Agent Studio Plugin that executes an action to reset the user’s password & send them a reset link via email. Alternatively, you can provide a content activity & provide instructions.
    • Password Expiry Notification: Send a notification via our Events API. Tell the user they can trigger the Unlock Account plugin if they ask.
    • MFA Reset: Create an Agent Studio Plugin that executes an action to reset the user’s MFA & send them a reset link via email. Alternatively, you can provide a content activity & provide instructions.

Caveats

🚧

There may be more nuances depending on the system you use.

  1. Moveworks only indexes software & DL groups from built-in provisioning integrations, so Agent Studio plugins for your custom provisioning system will be prone to misspellings (e.g. “Add me to slaes-ops” might not be corrected to “sales-ops@acme.com”)
  2. If you want a ticket log of your provisioning actions, you’ll need to add a “File Ticket” action to your plugins. You can use our built-in ticketing connector, but you will need to create a new HTTP action and use it in your provisioning plugin.
  3. Agent Studio plugins aren’t available for ticket interception or channel resolver.
  4. Agent Studio can’t execute Sharepoint Powershell or On-Prem Active Directory LDAP commands.

Ticketing Agent (replaces Service Management)

Required Steps

  • Core Ticketing & Concierge
    • Query Ticket: Create an Agent Studio Plugin with optional slots for various query filters (e.g. by ticket number, by ticket status, by assignee).
      • You should also attach these underlying actions to a u_CustomTicket data type as a resolver strategy.
    • Create Ticket: Create an Agent Studio Plugin that collects your base requirements (e.g. priority, short description) & creates a ticket in your ticketing system.
    • Update Ticket with Comment: Create an Agent Studio Plugin with a u_CustomTicket slot, along with a comment. Execute an action to update the ticket, changing the state if needed.
    • Resolve Ticket: Create an Agent Studio Plugin with a u_CustomTicket slot. Execute an action to mark the ticket as resolved.
    • Update Smart Handoff: Set the Smart Handoff configuration for the ticketing system’s domain to inform the user to ask their assistant to file a ticket.
      • Note: the user will need to return to chat from the handoff screen to continue filing the ticket through your Create Ticket Plugin.
    • Ticket Update Notifications: Send a notification via our Events API. Inform them about actions they can do on that ticket (add comment, resolve, etc.)
  • Forms
  • Approval Mirroring
    • Approval Notification: Send a notification via our Events API. Inform them about actions they can do on that ticket (approve, deny, etc.)
    • Approval Action: Create an Agent Studio Plugin with a u_CustomApproval slot & an answer (approved/denied). Then add an action to change the approval.
    • Approval Lookup: Create an Agent Studio Plugin that returns all the user’s current approvals.
  • Live Agent Chat
    • URL & Channel handoff can be configured as is
    • API Handoff should be configured as an Agent Studio Plugin to add the current user into your chat system. It can return the URL.

Caveats

🚧

There may be more nuances depending on the system you use.

  1. The remaining Service Management capabilities (Ticket Interception, Message Brokering, Triage) can not be replicated.
  2. All Provision Management capabilities will need to be rebuilt since they rely on our built-in ticketing integrations.
  3. Our Forms Gateway is a subset of what’s necessary to fully mirror ServiceNow forms.
  4. Tickets will not be made available for analysis in Employee Experience Insights
  5. Tickets can not be used for grounding in Knowledge Studio
  6. Channel Resolver can not support ticket-thread syncing.
  7. Aspects of our customer success engagement (e.g. Joint Success Plans & Quarterly Impact Reviews) will not have ticket-based recommendations or analytics.
  8. Attachments can’t currently be uploaded. You can follow the roadmap item in our community.