User

Referenced as user

The User object represents an individual’s basic information and integration-specific data that ties the user to various chat, ITSM and IDAM systems.

See User Attribute Reference for details around the full User Object and all attributes it contains.

ExternalSystemIdentity

Referenced within the User object as external_system_identities

ExternalSystemIdentity defines the unique identifiers of a user within an external system.

Attribute	Type	Description
user_id	string	User ID used by user to log into the external system
external_id	string	UUID in the external system

User Custom Attributes

Referenced within the User object as custom_attributes

custom_attributes defines the attributes which are not recognised by Moveworks and have been added to the Moveworks Registry in order to be leveraged.

Here is a Guide on what Moveworks Custom Attributes are and how to Reigster them under the User Data Object.

Ticket

Referenced as ticket

The Ticket object encapsulates all relevant information for managing a support or service request within a ticketing system, tracking its classification and progress from creation to resolution.

Attribute	Type	Description
id	string	The ticket number (unique identifier for the ticket).
state	string	Current state of the ticket (e.g., open, closed).
short_description	string	A brief description of the ticket.
description	string	A detailed description of the ticket issue.
resolved_by	User	The user who resolved the ticket.
requested_for	User	The user for whom the ticket is requested.
created_by	User	The user who created the ticket.
opened_by	User	The user who opened the ticket.
close_notes	string	Notes regarding the closing of the ticket.
assigned_to_user	User	The user assigned to work on the ticket.
internal_state_code	string	A code representing the internal state of the ticket - mapped to one of: ‘NEW’, ‘WIP’, ‘WAITING_FOR_USER’, ‘WAITING_FOR_VENDOR’, ‘WAITING_FOR_APPROVAL’, ‘CLOSED’, ‘RESOLVED’, ‘NOT_APPLICABLE’.
close_code	string	A code indicating the reason for closing the ticket.
created_at	string	The UTC timestamp when the ticket was created.
custom_data	map<string, string>	Custom data related to the ticket. Map consists of custom attribute names (as keys) and values.
hold_reason	string	Reason for placing the ticket on hold.
itsm_ticket_type	string	The IT Service Management (ITSM) ticket type can be one of ‘DEFAULT’, ‘INCIDENT’, ‘REQUEST’, ‘REQUEST_ITEM’, ‘CALL’, ‘TASK’, ‘MISC’, ‘UNIVERSAL_REQUEST’, ‘HR_CASE’
ticket_links	TicketLinks	Links to related tickets, such as parent tickets.
integration_id	string	An identifier used for integration with other systems.
assignment_group	string	The group assigned to work on the ticket.
assignment_group_sys_id	string	System identifier for the assignment group.
category	string	The category of the ticket (e.g., hardware, software).
subcategory	string	The subcategory of the ticket, further specifying the nature of the issue.
catalog_item	CatalogItem	Information about the catalog item related to the ticket.
configuration_item	string	The configuration item related to the ticket issue.
configuration_item_sys_id	string	System identifier for the configuration item.
priority	string	The priority level of the ticket.
domain	string	The Domain associated with the ticket.
type	string	Type of ticket (e.g., issue, request).
contact_type	string	The way in which the ticket was initiated (e.g., email, phone).
resolved_at	string	The UTC timestamp when the ticket was resolved.
activity_log	List [TicketActivityItem]	Log of all activities associated with the ticket.

Ticket Custom Attributes

Referenced within the Ticket object as custom_data

custom_data defines the attributes which are not recognised by Moveworks and have been added to the Moveworks Registry in order to be leveraged.

Here is a Guide on what Moveworks Custom Attributes are and how to Reigster them under the Ticket Data Object.

TicketActivityItem

Referenced within the Ticket object as activity_log

TicketActivityItem logs individual updates, actions, or communications related to a ticket to form a detailed activity history.

Attribute	Type	Description
full_text	string	The complete text related to this ticket activity. This field corresponds to the text contained within a comment or work note.

CatalogItem

Referenced within the Ticket object as catalog_item

CatalogItem is only populated on tickets that were filed through a standardized request such as a form or catalog item that captures structured data.

Attribute	Type	Description
id	string	Unique identifier for the catalog item within a ticketing system.
name	string	The name of the catalog item.

TicketLinks

Referenced within the Ticket object as ticket_links

TicketLinks is only populated on child tickets, where a ticket may have a parent-child connection in a ticketing system.

Attribute	Type	Description
parent	ParentTicket	Object referring to the linked parent ticket.

ParentTicket

Referenced within the TicketLinks object as parent

ParentTicket is a short-form Ticket object only containing the necessary fields to identify the parent ticket.

Attribute	Type	Description
id	string	The ticket number of the linked parent ticket (unique identifier for the ticket).
itsm_ticket_type	string	The IT Service Management (ITSM) ticket type can be one of ‘DEFAULT’, ‘INCIDENT’, ‘REQUEST’, ‘REQUEST_ITEM’, ‘CALL’, ‘TASK’, ‘MISC’, ‘UNIVERSAL_REQUEST’, ‘HR_CASE’

TicketGatewayContext

Referenced as context

TicketGatewayContext is used to define conditions in which we should execute specific ticket workflows.

Attribute	Type	Description
system_context	SystemContext	Contains system-related context information.
skill_context	One of AccessAccountContext, ConciergeContext, TriageContext, AccessDLContext, FormContext, ChannelContext, AccessSWContext, or NativeApprovalsContext	Used to determine which skill’s context to use.

SystemContext

Referenced within the TicketGatewayContext as system_context

Attribute	Type	Description
domain	string	The Domain of the context being evaluated.
ticket	Ticket	Information about the ticket being evaluated
requestor	User	Information about the user who is making the request.

ConciergeContext

Referenced within the TicketGatewayContext as concierge_context

Attribute	Type	Description
ticket_type_for_ticket_creation.ticket_type	string	The IT Service Management (ITSM) ticket type can be one of ‘DEFAULT’, ‘INCIDENT’, ‘REQUEST’, ‘REQUEST_ITEM’, ‘CALL’, ‘TASK’, ‘MISC’, ‘UNIVERSAL_REQUEST’, ‘HR_CASE’
triage_field_map	map<string, string>	Map for triage fields.
ticket_data	map<string, string>	Map containing ticket data.

TriageContext

Referenced within the TicketGatewayContext as triage_context

Attribute	Type	Description
field_updates	map<string, string>	Map containing field updates for triage.

AccessDLContext Reference

Referenced within the TicketGatewayContext as access_dl_context

Attribute	Type	Description
approvable_entity	ApprovableEntity	The Software Access or Groups Access entity

AccessAccountContext

Referenced within the TicketGatewayContext as access_account_context

Attribute	Type	Description
subskill	string	The specific skill subset related to the account access - one of ACCOUNT_UNLOCK, MFA_RESET, EXPIRED_PASSWORD, CHANGE_PASSWORD, FORGOT_PASSWORD
entity_name	string	The name of the entity for access.
authn_system_integration_id	string	The integration ID for the authentication system.

AccessSWContext Reference

Referenced within the TicketGatewayContext as access_sw_context

Attribute	Type	Description
catalog_item_id	string	The ID of the catalog item.
approvable_entity	ApprovableEntity	The Software Access or Groups Access entity

FormContext

Referenced within the TicketGatewayContext as form_context

Attribute	Type	Description
is_ticket_route_request_to_close_misfiled_ticket	bool	Indicates if the request is to close a misfiled ticket.

ChannelContext

Referenced within the TicketGatewayContext as channel_context

Attribute	Type	Description
channel_id	string	The unique identifier for the channel.
thread_id	string	The unique identifier for the message thread.

NativeApprovalsContext

Referenced within the TicketGatewayContext as native_approvals_context

Attribute	Type	Description
approvable_entity	ApprovableEntity	The Software Access or Groups Access entity
completed_approvers_emails	repeated string	Emails of approvers who have completed approval.
pending_approvers_emails	repeated string	Emails of approvers pending to complete approval.
denied_approvers_emails	repeated string	Emails of approvers who have denied approval

Handoff

Referenced as context

Handoff context is used to define a condition in which a specific handoff item would be displayed based on both non-deterministic and deterministic values.

Attribute	Type	Description
domain_candidates	List [DomainCandidate]	List of domains that are strong candidates for relation to the utterance
language_detected	Language	The detected language of the user’s request
language_preferred	Language	The preferred language of the user based on their stored language preferences

The Language enums can be found in Moveworks Setup within language preferences.

Domain

Also known as DomainCandidate. Referenced as domain or domain_candidates depending on the context.

Attribute	Type	Description
domain	enum	One of IT_DOMAIN, HR_DOMAIN, FACILITY_DOMAIN, FINANCE_DOMAIN, LEGAL_DOMAIN, PAYROLL_DOMAIN, PROCUREMENT_DOMAIN, TRAVEL_AND_EXPENSE_DOMAIN, OTHER_DOMAIN

ApprovableEntity

Referenced as approvable_entity

Attribute	Type	Description
entity	One of AppEntity, DLEntity	The specific entity requiring an approval or provisioning workflow.
type	string	The type of the approvable entity - one of APP, DL
action	string	The action requested on the entity - one of ADD_USER, CREATE, REMOVE_USER.
requester	User	The user making the request.
name	string	The name of the entity.
users_requested_for	List [User]	Users that the request is for.
itsm_workflow	ITSMWorkflow	The ITSM workflow associated with the provisioning process.
provisioning_workflow	ProvisioningWorkflow	The provisioning workflow to be executed.

AppEntity

Referenced as entity within ApprovableEntity

Refers to applications being requested as part of the software access skill.

Attribute	Type	Description
app	AppProvisionInfo
role_canonical_name_to_provision	string
free_response_answers	repeated string

DLEntity

Referenced as entity within ApprovableEntity

Refers to groups or distribution lists being requested as part of the groups access skill.

Attribute	Type	Description
group	Group

Group

Referenced in DLEntity and GroupOwner

Represents a group or distribution list in the context of group access requests.

Attribute	Type	Description
id	string	Unique identifier for the group.
name	string	Name of the group.
email	string	Email address associated with the group.
description	string	Description of the group.
canonical_name	enum	Canonical name of the group.
type	Type (enum)	Type of group. (ANYONE_CAN_JOIN, BLACKLISTED DEFLECT_TO_KB)
group_property	GroupProperty (enum)	Property of the group (UNKNOWN_PROPERTY, DISTRIBUTION, SECURITY)
aliases	List[string]	Aliases for the group.
group_provider	GroupProvider (enum)	Provider of the group. (UNKNOWN_LOCATION, CLOUD, ON_PREM)
external_id	string	External identifier for the group.
record_meta_info	RecordMetaInfo	Metadata information about the group record.
mode	GroupMode	Mode of the group.
group_owners	List[GroupOwner]	Owners of the group.
integration_id	string	System used for provisioning.
ingestion_integration_id	string	System used for group data lookup.

GroupOwner

Referenced in Group

Represents an owner of a group, which can be a user or another group.

Attribute	Type	Description
id	string	Unique identifier for the group owner.
user_owner	User	User who owns the group.
group_owner	Group	Group that owns the group.

DocSource

Referenced as resource

HtmlArticleSourceInfo

Attribute	Type	Description
bookmark_title	string	Title of the bookmark.
url	string	URL associated with the source.

ArtificialTranslationSourceInfo

Attribute	Type	Description
vendor	string	Vendor or service used for translation. Use `mw:<service-name>` for Moveworks internal service for translation.
vendor_request_identifier	string	Unique identifier for the translation request made to the vendor.
version	string	Version of the translation being used.

CompanyKBSourceInfo

Attribute	Type	Description
article_id	string	ID used by Moveworks to uniquely identify a knowledge article, usually derived from the article’s internal ID.
display_id	string	Alternate ID for display purposes, sometimes preferred over `article_id`.
original_id	string	ID used by knowledge platform to uniquely identify an article.
knowledge_base	string	Knowledge base of the knowledge platform.
knowledge_source	enum	Knowledge source from which data have been fetched. Options: UNSPECIFIED, CONFLUENCE, IGLOO, etc.
integration_id	string	Integration ID.
body_path	string	Corresponding to body_path in knowledge_article.proto.
custom_attributes	map	Custom attributes with specific data modeling options.

Note: knowledge_source enum includes a variety of options ranging from CONFLUENCE to SLITE and many more.

CompanyFormSourceInfo

Attribute	Type	Description
form_id	string	Unique identifier for the form.
html_article_info	HtmlArticleSourceInfo	Information about the associated HTML article.
category	CompanyFormCategoryInfo	Category information for the form.

CompanyFormCategoryInfo

Attribute	Type	Description
id	string	Unique identifier for the category.
name	string	Name of the category.
url	string	URL of the category.

PublicKBSourceInfo

Attribute	Type	Description
domain	string	Domain of the public knowledge base.
html_article_info	HtmlArticleSourceInfo	Information about the associated HTML article.
crawl_name	string	Name of the crawl used to obtain the information.
crawl_id	string	Unique identifier for the crawl.
m3_path	string	Path used in the crawl process.
article_id	string	Unique identifier for the article within the public knowledge base.

FAQTable

Attribute	Type	Description
url	string	URL of the FAQ.
key	string	Key identifier for the FAQ.
row	int32	Row number of the FAQ within the spreadsheet.
sheet_idx	int32	Index of the sheet within the spreadsheet.
category	string	Category to which the FAQ belongs.

FileSourceInfo

Attribute	Type	Description
path	string	File path.
resource_id	string	Unique identifier for the resource.
name	string	Name of the file.
ext	string	File extension.
resource_type	enum	Type of the resource. Enum options not provided in the message details.
external_system	message	External system information. Message type details not provided.
url	string	URL of the file.

Resource Custom Attributes

Referenced within the Ticket object as custom_data

custom_data defines the attributes which are not recognised by Moveworks and have been added to the Moveworks Registry in order to be leveraged.

Here is a Guide on what Moveworks Custom Attributes are and how to Reigster them under the Resource Data Object.