Set Up Moveworks Before Configuring EmployeeWorks Web App

Before you start: EmployeeWorks Web App is built on top of Moveworks. If the Moveworks platform isn’t configured yet, the EmployeeWorks Web App implementation guide will not work end-to-end. At minimum, Labs #0–#2 must be complete before EmployeeWorks Web App can be configured at all, and Labs #3–#5 are required for EmployeeWorks Web App to provide a functional employee experience. See Lab prerequisites below.

Per ServiceNow environment. Labs #1–#5, plus Lab #0’s ServiceNow setup, must be completed once per ServiceNow environment you’re configuring EmployeeWorks Web App for. One Moveworks tenant connected to three ServiceNow environments (e.g., dev, test, prod) means three sets of connector, identity, knowledge, forms, and ticketing configuration on the Moveworks side. Lab #0’s Moveworks portal access and Okta SSO are one-time setups per Moveworks tenant. This is one of the most common points of confusion — plan for it up front.

Overview

What this page is: A prerequisites and orientation guide for implementing the EmployeeWorks Web App. Once the prerequisites here are complete, the ServiceNow Community implementation guide walks through the actual configuration step by step.
Audience: Anyone implementing EmployeeWorks Web App for the first time on a ServiceNow environment that’s new to the Moveworks platform — admin teams, partner implementers, Moveworks FDEs, and pre-sales engineers all welcome.
Estimated Time:
- Moveworks platform setup (Labs #0–#5): ~3–4 hours of active configuration, plus multi-hour wait times for Labs #2 (user identity ingestion) and #3 (initial search ingestion).
- EmployeeWorks Web App configuration: see the community guide for current estimates.
Prerequisites:
- A Moveworks instance and access to Moveworks Setup
- A ServiceNow instance (Cloud Labs for ILT or PDI for On-Demand — see Lab #0)

What Is the EmployeeWorks Web App?

The EmployeeWorks Web App is the EmployeeWorks web experience on your ServiceNow instance. It surfaces Moveworks’ AI Assistant capabilities, including knowledge search, ticket filing, and form submission.

EmployeeWorks Web App is not a standalone product. It’s a surface that sits on top of a configured Moveworks platform. Everything EmployeeWorks Web App exposes to end users (knowledge answers, form filing, ticket actions) comes from configurations you make in Moveworks Setup — which is what Labs #0–#5 walk you through.

Lab Prerequisites

The Moveworks Setup labs build the platform EmployeeWorks Web App depends on. They fall into two tiers:

Required to Configure EmployeeWorks Web App at All — Labs #0–#2

Without these, EmployeeWorks Web App cannot be set up. They establish the foundation: Moveworks portal access, the ServiceNow connection, and user identity ingestion. EmployeeWorks Web App’s “who are you and how do I reach you” plumbing depends entirely on these.

Lab	Why it’s required for EmployeeWorks Web App
Lab #0 — Environment Setup	Moveworks portal access. Without this, you have no admin surface to configure anything from.
Lab #0 — ServiceNow Setup (Cloud Labs or PDI)	Working ServiceNow instance with admin access + the `admin` `sys_id`. EmployeeWorks Web App runs on your ServiceNow instance and needs the instance available.
Lab #1 — Connectors & API Playground	The `snow` connector that links Moveworks to your ServiceNow instance. EmployeeWorks Web App cannot read or write anything in ServiceNow without this connection.
Lab #2 — User Identity & Service Account Setup	Ingested user roster + service account. EmployeeWorks Web App cannot identify the logged-in employee or know who to deliver responses to without these.

Required for a Functional End-User Experience — Labs #3–#5

EmployeeWorks Web App will configure without these, but the end-user experience will be hollow: no knowledge answers, no in-chat form submission, no ticket actions. Complete these before letting any real users into EmployeeWorks Web App.

Lab	Why it’s required for EmployeeWorks Web App
Lab #3 — Enterprise Search	Indexes your ServiceNow Knowledge articles so EmployeeWorks Web App can answer employee questions in-chat. Without this, EmployeeWorks Web App cannot return knowledge results. Note: Lab #3 has ~12-hour initial ingestion wait — start it early.
Lab #4a — Basic Forms	Ingests ServiceNow catalog forms so employees can find and submit them through EmployeeWorks Web App. Without this, EmployeeWorks Web App cannot surface forms.
Lab #5 — Ticketing (Core)	Configures ticket file/query/update/resolve/reopen actions. Without this, employees cannot file tickets or take action on existing ones through EmployeeWorks Web App.

Validation: Confirm Moveworks Setup Before Continuing

Before you open the EmployeeWorks Web App implementation guide, run this quick checklist against your Moveworks instance:

You can log in to My Moveworks for your tenant (via SSO or temporary link).
Moveworks Setup loads and the navigation modules are visible.
In API Playground, the snow connector returns a 200 on a GET /api/now/table/sys_user call (Lab #1 validation step).
In Imported Users, your own user appears and Enabled Users is greater than 0 (Lab #2 validation step).
Asking the Moveworks AI Assistant a knowledge-base question returns a relevant answer with a source citation (Lab #3 validation step — wait until initial ingestion completes).
Asking the AI Assistant for a form (e.g., “I need a standard laptop”) surfaces a form (Lab #4a validation step).
Asking the AI Assistant to file, query, update, resolve, and reopen a ticket all succeed (Lab #5 validation step).

If any box above is unchecked, return to the corresponding lab and complete it before continuing. Skipping a lab and trying to configure EmployeeWorks Web App anyway is the most common reason setup fails — and the failure modes are confusing (incomplete answers, missing user data, “can’t file ticket” errors). Save yourself the troubleshooting cycle.

Next: Configure EmployeeWorks Web App

With Moveworks configured and validated above, you can now follow the implementation guide:

Next: EmployeeWorks Web App Implementation Guide: the ServiceNow Community implementation guide walks through the end-to-end EmployeeWorks Web App configuration. ServiceNow Zurich Patch 9 (ZP9) and a Moveworks license are required on top of the labs above.

For a hands-on walkthrough on your lab instance, complete Lab #8: EmployeeWorks Web App.

❗ Troubleshooting

I followed the community guide but EmployeeWorks Web App doesn’t return any answers. The most common cause is incomplete Moveworks platform configuration. Re-run the validation checklist above. Pay particular attention to Lab #3 (Enterprise Search) — its initial ingestion takes ~12 hours, so if you tried EmployeeWorks Web App immediately after configuring search, the index may not have been populated yet.

EmployeeWorks Web App loads but can’t file or query tickets. This means Lab #5 (Ticketing Core) is not configured or has a misconfiguration. Re-validate Lab #5 by exercising the file / query / update / resolve / reopen actions directly in the Moveworks AI Assistant. If they fail there, they will fail in EmployeeWorks Web App.

EmployeeWorks Web App doesn’t recognize the logged-in employee. Lab #2 (User Identity & Service Account Setup) is the right place to start. Confirm the employee’s user record exists in Imported Users and that they appear in the Enabled Users count. The Lab #2 page covers the most common identity mapping issues.

The community guide references a feature flag or product setting I don’t see. Feature flags are managed by Moveworks. Reach out to your Moveworks account team or the EmployeeWorks Web App product contact — these are not lab-configurable.

🪞 Reflecting on the Stack

EmployeeWorks Web App is a surface on top of the Moveworks platform:

The Moveworks platform (configured by Labs #0–#5) handles identity, knowledge ingestion, form ingestion, ticket actions, and access control.
EmployeeWorks Web App is the experience layer that exposes those capabilities to employees as the EmployeeWorks web experience on ServiceNow.

Understanding this layering makes troubleshooting much easier: when EmployeeWorks Web App “doesn’t work,” the question is almost always “which platform layer is missing or misconfigured?” — not “is EmployeeWorks Web App broken?” The validation checklist above is designed to surface the missing layer quickly.