ServiceNow for HR Access Requirements

This document outlines the access required for Moveworks/ServiceNow HR Integration for ticketing.

Roles Required:

Moveworks requires the following role:

sn_hr_sp.admin- Used to ingest HR Record Producer Form Details (destination table, scripts, etc.)

Table + Attributes Required:

Moveworks also requires a custom role that grants access to the following Table APIs.

Moveworks may read the following fields, exact field names may vary based on customization done to your ServiceNow instance. If you have a custom field that is used in place of one of the out of the box fields specified below, please include access to that field when integrating with Moveworks.

Table/ API	Attributes Used	HTTP Methods Used & Use Case
`/api/now/table/sn_hr_core_case`	Outlined below	POST: Create Case, PUT: Update Case GET: Retrieve Case Details
`/api/now/v2/table/sc_item_produced_record`	sys_id, record_key, sys_updated_by, task, sys_created_on, sys_mod_count, producer, record_table, sys_updated_on, sys_tags, sys_created_by	GET: Retrieve Ticket Status
`/api/now/v2/table/sys_journal_field`	sys_id, sys_created_on, name, element_id, sys_tags, value, sys_created_by, element	GET: Retrieve Ticket Comments & Work Notes
`/api/now/v2/table/sys_user`	sys_id, other directory attributes	GET: Retrieve Users
`/api/now/v2/table/kb_knowledge`	all	GET: Retrieve Knowledge articles

Update Set Installation

Click here to download and install the Moveworks ServiceNow update sets.

The Moveworks bot can respect user criteria for knowledge articles and catalog items.

To set this up, please install the Moveworks update sets into your ServiceNow non-production and production instances.

After installing the update sets, a new role called moveworks_user is added to your instance. This role will need to be assigned to the Moveworks service account.

For more information on what the update sets contain, see this document.

Detailed Reasons for Attribute on HR Case Table:

The following attributes should be granted if they exist. If they do not exist, you can omit granting the access.

Field Name	Access Level	Business Justification
active	READ	Used to only read active tickets when presenting back a user’s ticket statuses.
close_notes	READ	Used to notify users on ticket updates when ticket is resolved
closed_at	READ	Used when querying & filtering tickets
closed_by	READ	Used when querying & filtering tickets
comments	READ	Used to notify users on ticket updates
description	READ	Used when querying & filtering tickets
details	READ	Used when querying & filtering tickets
due_date	READ	Used when querying & filtering tickets
location	READ	Used when querying & filtering tickets
number	READ	Used when querying tickets
opened_at	READ	Used when querying & filtering tickets
opened_by	READ	Used when querying tickets
opened_for	READ	Used when querying tickets
parent	READ	Used when querying tickets
priority	READ	Used for Filtering our high priority tickets
reassignment_count	READ	Used for Ticket Triage
state	READ	Used when querying tickets
sys_id	READ	Used when querying tickets
sys_updated_by	READ	Used when querying tickets
sys_updated_on	READ	Used when querying tickets
sys_class_name	READ	Used to query the correct type of tickets
watch_list	READ	Used for watcher ticket notifications
impact	WRITE	Used when creating tickets
urgency	WRITE	Used when creating tickets
contact_type	WRITE	Used when creating tickets
assignment_group	WRITE	Used when creating tickets
short_description	WRITE	Used when creating tickets
description	WRITE	Used when creating tickets
opened_for	WRITE	Used when creating tickets
caller	WRITE	Used when creating tickets
service_offering	WRITE	Used when creating tickets
subject_person	WRITE	Used when creating tickets, and showing ticket status.

Standard Fields for Ticket Actions (Create, Comment, etc.), Support, and Debugging

Optional Fields Based on if they are used in your ServiceNow environment

task_effective_number - READ
skip_auto_assign - READ
skip_automatic_user_acceptance_state - READ
universal_request - READ
transferred_from - READ
time_worked - READ