Configure Forms

Ingest your ServiceNow catalog items into Moveworks so the AI Assistant can surface the right form when a user asks, and fill it conversationally in chat.

For administrators. This page covers the minimum forms configuration. Form finding and filling work after this page; form submission also requires ticketing, because a submitted form creates a Request (sc_request) and Request Item (sc_req_item) in ServiceNow.

Before You Begin

Connect ServiceNow is complete, including the moveworks.acl update set (form permissions cannot ingest without it).
You know which ServiceNow catalogs you want to ingest and their sys_ids (open the catalog in ServiceNow and copy its sys_id).
Plan for the ingestion window: forms and their access controls can take up to 48 hours to fully ingest and index. See the Moveworks Ingestion Schedule.

Procedure

1. Create the Forms Ingestion

In Moveworks Setup, go to Forms > Import > Import Settings and click New Ingestion.
Select Connector: choose the connector you created when connecting ServiceNow (the name must match exactly).
Name the ingestion descriptively, for example servicenow_forms_IT.
Select Form Catalogs: check each catalog you want to ingest and assign it a domain (for example, your IT catalogs to the IT domain, an HR catalog to HR).
Provide a Sample URL Template so ticket and chat links open the form in your portal. The template must include {form_id}:
```
https://[your-instance].service-now.com/sp?id=sc_cat_item&sys_id={form_id}
```
Substitute your portal path if you use a custom portal.
Review Samples: Moveworks previews the forms found in your selected catalogs. Confirm the count is greater than zero, then click Confirm Ingestion.

If no forms appear in the preview: verify the connector is valid and tested, the catalogs are checked with a domain assigned, and the URL template includes {form_id} with your correct instance name.

2. Configure Form Permissions

Go to Resource Permissions > Mirror Permissions, confirm your connector is selected, and check Fetch Form Access Controls (alongside Fetch Knowledge Base Access Controls if you configured Enterprise Search). Save.
Go to Resource Permissions > Permission Rules and add a rule:

Field Value
Strategy Config Rebac Config
Integration Id your connector name
Resource Type form
Action ACTION_VIEW

Leave all other fields blank. This tells Moveworks to evaluate who can see each form using the user criteria mirrored from ServiceNow.

Field	Value
Strategy Config	Rebac Config
Integration Id	your connector name
Resource Type	form
Action	ACTION_VIEW

Form ingestion will not run without Fetch Form Access Controls enabled. Permissions must be configured before Moveworks can index your catalog items.

3. Enable the Plugin

Go to AI Assistant > Plugin Management and set the Forms plugin to TRUE. Leave the DSL rule empty to grant access to all users, or scope it later.

Result

After ingestion and indexing complete, the Ingested Forms page shows the total forms imported, how many are fillable in chat, and the last/next import times - and asking the AI Assistant for something a catalog item covers (for example, a hardware request) surfaces the matching form.

Ingested Forms page showing imported form counts, fillability, and import timestamps

Not all forms are fillable in chat - some render as a link to the portal instead. Fillability depends on the form’s field types; the form’s detail page shows any optimization errors.

What to Do Next

Configure Ticketing - required before form submissions can complete, since submissions create Request records in ServiceNow.