Overview

ManageEngine ServiceDesk Plus is an IT service management platform; the Classic Ingestion connector indexes approved ManageEngine knowledge base articles so employees can find answers through the Moveworks AI Assistant.

Access Requirements

For information on the access and credentials required to connect ManageEngine to Moveworks, see ManageEngine Cloud Access Requirements.

Permissions

The Classic Ingestion connector for ManageEngine does not mirror source permissions. All indexed content is visible to all employees in the AI Assistant search experience.

Currently all articles are ingested with approval_status.name = Approved (all articles approved for display) and approval_status.name = true (and only public articles). Please confirm with your Customer Success team if this is suitable for you.

Supported Content Types

The ManageEngine Knowledge Integration supports HTML file types. Moveworks recommends using standard <h1> or <h2> notation to break up the articles in relevant sections.

Snippet Titles

Note that outside of just using your title, Moveworks will also parse the rest of the article content to determine the best title for your article.

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{
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	"Title": "VPN Troubleshooting Guide",
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	"body": "{{SEE RIGHT}}"
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}

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<h1>How to solve connection errors</h1>
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Here are some instructions.
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<h1> How to solve VPN slowness </h1>
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Here are some other instructions.

In this example, Moveworks would create a knowledge article “snippet” titled “VPN Troubleshooting Guide: How to solve connection errors”

Snippet Description

By default, Moveworks will display data from thedescription field of your articles. However, if you store any important information in any different or custom fields, you can configure Moveworks to extract from those other fields.

Article Links

Moveworks generates links to your articles based on the file path.

https://{{base-manageengine-url}}/api/v3/solutions

If you have a custom portal with a different URL, this URL format can be configured differently.

Unsupported Behavior: Advanced Content

Please note that images, tables, text formatting, lists or other multi-media formats will not be rendered in chat. Instead, the user will be able to click the article and view the source article.

Architecture

Knowledge Ingestion

Moveworks leverages the ManageEngine APIs to filter & implement the correct ingestion logic:

• Get list of available articles
  https://{{base-manageengine-url}}/api/v3/solutions
• Get individual article
  https://{{base-manageengine-url}}/AddSolution.do?submitaction=viewsolution&fromListView=true&solutionID={{article_id}}

Configuration