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# Configure EmployeeWorks Ticketing

Configure ServiceNow ticketing in Moveworks so users can file, track, comment on, and resolve tickets from the AI Assistant - and so form submissions can complete.

> **Note**
>
> **For administrators.** This page covers the minimum ticketing configuration using Moveworks defaults. For field customization and advanced mappings, see [Configuring Ticketing for ServiceNow](https://docs.moveworks.com/service-management/concierge-assistant/moveworks-setup-ticketing/new-ticketing-journeyconfigure-ticketing-for-servicenow).

## Before You Begin

* [Connect ServiceNow](/ai-assistant/employeeworks-web-app/connect-servicenow) is complete, including user ingestion and the Bot Account.
* The integration account can reach the ticketing tables (`incident`, `sc_request`, `sc_req_item`, `sc_task`).

> **Error**
>
> **Save after every change.** Moveworks Setup does not auto-save. Any time you add or modify a field, click **Save** before navigating away, or your changes are lost. This is the most common ticketing configuration mistake.

## Procedure

### 1. Create the Ticketing Configuration

1. In **Moveworks Setup**, go to **Ticketing > Ticketing Configuration > New ticketing configuration** and click **Get Started**.

   ![New ticketing configuration entry point in Moveworks Setup](/_fern-img/07185839099a8a08e802de50c899ae7d1460367a00b4a9f6b49e9da0f65724a3.webp)

2. Select **ServiceNow** as the source system.

3. Under **Connector Selection**, choose **your connector** and mark the system as **primary**.

   ![Connector Selection step with the ServiceNow connector chosen and marked as primary system](/_fern-img/da4cab6c0478ad366e862f487584097f6492ef2ccc142f87c94a679165e03ca5.webp)

4. Give the configuration a name and **Save**.

### 2. Load the Default Table Mappings

Click **Setup Defaults** at the top of the page. Moveworks pre-loads mappings for the four standard ServiceNow ticket tables:

![Setup Defaults button that pre-loads the standard ticket table mappings](/_fern-img/1229b84d6af899f84a5a4f657d5a90370e826694e38e55eee9be118db180d3a7.webp)

| Ticket Type  | Table         | Prefix | Default Actions                |
| ------------ | ------------- | ------ | ------------------------------ |
| Incident     | `incident`    | INC    | Query, Create, Update, Resolve |
| Request      | `sc_request`  | REQ    | Query, Create                  |
| Request Item | `sc_req_item` | RITM   | Query, Update, Resolve         |
| Task         | `sc_task`     | TASK   | Query, Update                  |

> **Note**
>
> **Why all four tables:** when the AI Assistant submits a form, it invokes **Create** on `sc_request` - the parent record. ServiceNow's own workflows then generate the Request Item (RITM) and any fulfillment tasks. That is why only `sc_request` needs Create enabled on the Moveworks side.

### 3. Review the Table Mappings

On the **Table Mappings** page, click into each table and confirm the definition matches your instance. The key fields:

| Field                 | Meaning                                                                                                                         |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------- |
| Table Name / Label    | The ServiceNow table and its display name                                                                                       |
| Domain                | The enterprise domain the ticket belongs to (IT, HR, Finance)                                                                   |
| Ticket Type           | The Moveworks ticket type (mirrors ServiceNow: Incident, Request, Request Item, Task)                                           |
| Prefix ID             | The record prefix in ServiceNow (INC, REQ, RITM, TASK)                                                                          |
| Requestor Column Name | The field identifying who opened the ticket (`caller_id` for incidents; `requested_for` / `request.requested_for` for requests) |

Then open **Query > States Configuration** for each table:

![States Configuration showing how ServiceNow states map to Moveworks states](/_fern-img/d9efb9551baf6a12f1b626c4be163c3f9c2e7bdc82500fa64b60c77db22a80c6.webp)

> **Warning**
>
> **The default state mappings match out-of-the-box ServiceNow states.** If your instance uses custom states, check every state in your source tables and map any missing ones into Moveworks - unmapped states cause tickets to display or transition incorrectly.

### 4. Enable Table Actions and Access

1. On **Table Actions**, confirm the tables you want live updates for (at minimum **Incident**) are enabled for **Polling** and **Concierge Updates**. **Save**.
2. Set the **Access Control Strategy** (for example, **Public to all members**). **Save**.

   ![Access control strategy set to public to all members](/_fern-img/299508cb1b322c1a0740259db774c5a0087672bf054d75132cffaa8da328cc30.webp)

### 5. Set the Service Portal URL

Go to **Service Portal URL** and create a configuration with your connector and your portal's base URL (for example, `https://[your-instance].service-now.com/esc`). This controls where users land when they click a ticket link in chat. **Save**.

## Result

From the AI Assistant, users can file a ticket, check the status of their tickets, add comments, resolve, and reopen - and form submissions now complete end to end, creating a REQ/RITM in ServiceNow (verify under `sc_req_item.list`).

## What to Do Next

* Test each ticket action in the AI Assistant: file, query, comment, resolve, reopen. If an action fails, the **API Logs** page in Moveworks Setup shows exactly what was sent and which field ServiceNow rejected - misalignment between the ticket mapping and your instance's required fields is the most common cause.
* Deploying inside the ServiceNow Employee Center? Continue to [Configure EmployeeWorks Web App](/ai-assistant/employeeworks-web-app/configure-employeeworks-on-web).
* Complete the [Launch Checklist](/ai-assistant/getting-started/moveworks-best-practices/how-to-enable-your-moveworks-assistant/go-live-checklist) before announcing the AI Assistant to employees.