Core PlatformUser Identity

Bot Account and Manual User Management

Configure the Moveworks bot's identity and add or edit users who are not imported from a connected source.
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Overview

The Bot Account and Manual User Management pages let admins configure user identities that are not provided by a primary source system. They live under User Identity > Advanced Configurations in Moveworks Setup.

  • Bot Account — the single service account that represents Moveworks itself across your chat and ITSM systems. Required for the assistant to send messages, file tickets, and act on behalf of the bot identity.
  • Manual User Management — admin-managed list of users that are added directly through Setup. These users are created with the same attributes as imported users and appear in your Imported Users view alongside source-ingested records.

Both pages write to the same identity store as imported users, so values you enter here flow through the standard identity pipeline.

Bot Account

When to use this page

Use the Bot Account page to declare the email, record, and ITSM identifiers Moveworks should use when acting as the bot. There is exactly one bot account per organization. If you are unsure whether your bot already has a service account configured, see the Service Account Configuration Guide for the multi-system reference example.

Fields

FieldDescription
Email AddressThe canonical email for the bot account (for example, moveworks-bot@yourcompany.com).
Unique Record IDThe value used to identify the bot across your systems — typically the same as the email address. This must match your organization’s joining key so the record links correctly during ingestion. The value must be unique.
Full NameThe display name shown for the bot in conversations and ticket activity.
ITSM ID InfoOne entry per ITSM system the bot operates in (ServiceNow, Jira, Zendesk, etc.). Each entry maps an integration to the bot’s identifier in that system, which enables the Built-In Ticketing Plugin to act as the bot.

Configuring the bot account

  1. Navigate to User Identity > Advanced Configurations > Bot Account.
  2. Enter the Email Address, Unique Record ID, and Full Name for the bot.
  3. Under ITSM ID Info, click Add and provide one entry for each ticketing system the bot operates in (see Setting up ITSM ID Info below).
  4. Click Submit.

Setting up ITSM ID Info

ITSM ID Info is the part of the bot account that ties Moveworks to the bot’s actual user record inside each ticketing system. Without it, the Built-In Ticketing Plugin cannot file, update, or close tickets on behalf of the bot — when an admin later configures an ITSM Provider, Moveworks looks up the bot’s identifier here to resolve who the requests are coming from.

Add one entry per ticketing system the bot needs to operate in. For each entry, fill in the following fields.

Required fields

FieldWhat it must match
IntegrationThe integration ID of the ticketing connector you set up under Manage Connectors > System Connectors in Moveworks. Examples: snow (ServiceNow), jira_service_desk (Jira), salesforce, freshservice, manageengine, zendesk. This value links the entry to the right ITSM Provider — if it does not match an existing connector, ticketing plugins for that system will fail to find the bot.
External IDThe bot’s user identifier in the ticketing system itself. Moveworks reads this value to determine “who the bot is” inside that system, and it is what gets stamped onto the ITSM Provider configuration when an admin later sets one up. Use the value the ticketing system uses to identify the user — typically the username (ServiceNow user_name), the email address (Jira emailAddress, FreshService primary_email), or the system-issued user ID.
FieldWhat it should match
ITSM User IDThe internal record ID for the bot’s user in the ticketing system. ServiceNow returns this as sys_id (32-character hex), Jira returns it as accountId, Salesforce as the 18-character user Id, FreshService and ManageEngine as numeric/string user id. This is used for direct record lookups; populate it whenever you have the value.
First Name, Last Name, Full NameThe bot’s name as stored in the ticketing system. These are used for display in ticket activity and should match what the ticketing system returns for the bot user.

Where each value comes from

Pull the values for each ITSM directly from that system’s user-lookup API. The exact endpoint and field mapping for the most common ticketing systems is documented in the Service Account Configuration Guide under API Quick Reference > ITSM Systems. A summary:

  • ServiceNow — query /api/now/table/sys_user by user_name. Use sys_id as ITSM User ID and user_name as External ID.
  • Jira — query /rest/api/3/user/search by email. Use accountId as ITSM User ID and emailAddress as External ID.
  • Salesforce — query the User object via SOQL. Use the 18-character Id as ITSM User ID and Username as External ID.
  • FreshService — query /api/v2/requesters by primary_email. Use the numeric id as ITSM User ID and primary_email as External ID.
  • ManageEngine — query /api/v3/users by email_id. Use id as ITSM User ID and email_id as External ID.

Validation checklist

Before submitting, confirm for every ITSM ID Info entry:

  • The Integration value matches the integration ID of the connector for that ticketing system (case-sensitive). Mismatched values are the most common cause of “no bot service account found” errors when an admin later sets up an ITSM Provider.
  • The External ID is the value the ticketing system itself uses to identify the bot’s user (usually the username or email shown in that system’s UI for the bot account).
  • The bot user actually exists and is active in the ticketing system, with the permissions needed to create and update tickets.
  • If the bot operates in multiple ticketing systems, there is one entry per system — do not combine systems in a single entry.

If you need a fully worked, end-to-end example covering chat platforms and every supported ITSM, see the Service Account Configuration Guide.

Manual User Management

When to use this page

Use Manual User Management to add users that are not present in your primary identity source — for example, contractors, partners, or service accounts that exist in chat or ITSM systems but are not in your HR or directory system.

Users added here appear in Imported Users alongside source-ingested users. They participate in the same plugins, permissions, and access rules.

The home page

The home view lists every manually managed user. From here you can:

  • Click Add User to create a new entry (opens the New Manual User form).
  • Click an existing user to open the Edit Manual User form.
  • Submit changes to update the imported users record for that user.

Fields on the New / Edit form

The form is organized into three sections.

Identity

FieldDescription
Email AddressThe user’s primary email.
Unique Record IDThe value used to identify the user across systems — typically the email address. This must match your organization’s joining key. The value must be unique within the manual user list.
Full NameThe user’s full name as it should appear in the assistant.

User ID Info

This section maps the user to their identifiers in connected systems.

  • User Email — additional email aliases the user is known by.
  • Channel ID Info — chat platform identifiers (Slack, Microsoft Teams, etc.) that allow the user to converse with the assistant.
  • ITSM ID Info — ticketing system identifiers, used when the user creates or is assigned to tickets.
  • IDM ID Info — identity provider identifiers (Okta, Azure AD, etc.) used for access skills.

Add one entry per system the user is active in.

Advanced settings

Optional profile attributes that mirror what would be ingested from a directory source. Fill in the ones that apply to the user; leave the rest blank.

FieldDescription
User TagsTags such as BASIC_USER, VIP, TESTER, or SERVICE_ACCOUNT. Tags drive bot access rules and analytics filters. See How to Configure User Tags.
RoleThe user’s job title.
DepartmentThe user’s department.
User NameThe user’s username, if different from the email.
First Name / Last NameThe user’s given and family name.
LocationThe user’s primary work location.
Manager / Manager EmailThe manager reference and email used by approval flows and personalized responses.
Employee IDThe organization-issued employee identifier.
TimezoneThe user’s timezone (used for scheduling and notifications).
Cost Center NameThe cost center the user belongs to.
Country CodeThe user’s country.
Work StatusOne of CONTINGENT, INTERN, or FULL_TIME.
DivisionThe user’s division.
RegionThe user’s region.
CityThe user’s city.
Custom AttributesFree-form key/value pairs for any custom data your organization tracks on users. The attribute names must already be registered in Custom Attributes under Analytics and Data.

Adding a new manual user

  1. Navigate to User Identity > Advanced Configurations > Manual User Management.
  2. Click Add User.
  3. Fill in Email Address, Unique Record ID, and Full Name at minimum.
  4. Add entries under User ID Info for every system the user needs to be reachable in.
  5. Optionally fill in any Advanced settings that apply.
  6. Click Submit.

The user appears in Imported Users after the next identity refresh.

Editing or removing a manual user

  1. Open Manual User Management.
  2. Click the user you want to change.
  3. Update the fields and click Submit, or remove the entry from the list view to delete the user.

Tips

  • Joining key — the value you enter for Unique Record ID must match the joining key used by your primary identity source. If joining keys differ, the manually added user will not merge correctly with any matching source record. See Service Account Configuration Guide for an end-to-end example.
  • ITSM ID Info is required for ticketing — if the bot or a manual user needs to act in a ticketing system, fill in the ITSM ID Info for that system. Without it, ticketing plugins cannot resolve the user.
  • Tags drive access — apply user tags such as HAS_ACCESS_TO_BOT or TESTER so the user is included or excluded from the right rules and dashboards. See Bot Access Rules.

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