Overview

For the following artifacts to be available in your bot, each artifact needs to be ingested and subsequently indexed by Moveworks services.

Ingestion Schedule

Activity	Skill	Default Ingestion Times	Available In (Best Case)	Available In (Worst Case)
Adding/updating/removing a Knowledge Article	Answers	Every four hours `*`(see below)	4 hours	48 hours
Adding/updating/removing a FAQ	Answers	Four times a day at 4:01, 10:01, 16:01, 22:01 PT	6 hours	48 hours
Adding/updating/removing external knowledge	Answers	Once a week (exact timing varies) Note: This is not automatic, to update external knowledge file a support ticket with your Customer Success Support Team.	24 hours	7 days
Adding/updating/removing a form	Forms	Twice a day at 5:30, 17:30 PT `*`(see below)	24 hours	48 hours
Adding/updating/removing users	User Identity	Six times a day (exact timing varies)	4 hours	48 hours
Adding/updating/removing a group	Group Access	Once a day at 23:00 PT	24 hours	48 hours
Updating password expiry dates for user objects	Account Access	Six times a day (exact timing varies)	4 hours	48 hours
Showing new people in Lookups	Lookups (People)	Four times a day (triggers automatically after Identity Flow)	6 hours	48 hours
Showing new rooms in Lookups	Lookups (Rooms)	Twice a week on Monday and Thursday at 3:14 PT	72 Hours	154 hours
Showing new rooms in Lookups via Google Sheets	Lookups (Rooms)	Once a day at 21:05 PT	72 Hours	154 hours
Modifying User Criteria	Answers + Forms	Three times a day at 0:00 08:00 and 16:00 PT	8 hours	48 hours
Adding/Updating/Removing a File from File Search	File Search	Twice a day at 4:00, 16:00 PT	12 hours	48 hours
Content Permissions Ingestion for Mirroring	File Search	TBD based on customer volume	1 hour	24 hours

*For ServiceNow KBs & Forms, the SLA for newly-added resources with Permissions is up to 48 hours.

Example Scenarios

Example 1: Updating an FAQ

Scenario: You update an FAQ at 10:00 AM ET.

Expectation: Your update is ready for the next ingestion time at 10:01 AM PT (1:01 PM ET). Accounting for indexing, you can expect the updated FAQ to be visible by 1:30 PM ET.

Example 2: Publishing a Knowledge Article

Scenario: You publish a new knowledge article at 2:00 PM ET.

Expectation: Since the last ingestion was at 10:00 AM PT, the next one begins at 2:00 PM PT (5:00 PM ET). The new article should be searchable by 5:30 PM ET.

Example 3: Changing a Form Title

Scenario: You change a form’s title at 8:30 AM ET.

Expectation: This is an exact hit for the 5:30 AM PT ingestion time. The change will be ingested immediately. You can expect the updated form to be live by 8:45 AM ET.

Example 4: A Late-Day FAQ Update

Scenario: You make an urgent FAQ update at 6:30 PM ET.

Expectation: The next ingestion begins at 4:01 PM PT (7:01 PM ET). Your update will be visible by 7:30 PM ET.