Service Account Configuration Guide

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{
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  // ==========================================
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  // Primary email address - the canonical email for this service account
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  // ==========================================
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  "email_addr": "moveworks-bot@company.com",
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  "record_id": "moveworks-bot@company.com",
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  "user_name": "moveworks-bot",
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  "full_name": "Moveworks Bot",
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  "role": "Virtual Assistant (Bot)",
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  "department": "IT",
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  "location": "Mountain View",
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  "user_tags": ["BOT"],
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  "user_id_info": {
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    // ==========================================
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    // Email aliases - all email addresses this account is known by across systems
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    // Used for identity resolution and joining across different systems
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    // Typically from the Identity system (primary source)
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    // ==========================================
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    "user_email": [
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      "moveworks-bot@company.com",
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      "bot@subsidiary.com"
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    ],
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    "channel_id_info": [
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      // ==========================================
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      // MS Teams - Primary Tenant
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      // Get Microsoft App ID from MS Teams connector in Moveworks Setup
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      // Format: "28:{microsoft_app_id}"
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      // If installed from MS App Store: "28:b8ec4e1a-e05a-49d0-ba3a-05119b8b62c0"
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      // ==========================================
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      {
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        "integration_id": "msteams",
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        "user_channel_id": "28:b8ec4e1a-e05a-49d0-ba3a-05119b8b62c0"
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      },
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      // ==========================================
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      // MS Teams - Secondary Tenant (GCCH)
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      // Get Microsoft App ID from MS Teams connector in Moveworks Setup
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      // Format: "28:{microsoft_app_id}"
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      // ==========================================
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      {
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        "integration_id": "msteams_gcch",
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        "user_channel_id": "28:87654321-4321-4321-4321-cba987654321"
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      },
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      // ==========================================
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      // Slack - Primary Workspace
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      // API: GET /api/auth.test (returns user_id and team)
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      // Use: Slack connector in API Playground
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      // Format: "{user_id}:{team_id}"
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      // ==========================================
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      {
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        "integration_id": "slack",
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        "user_channel_id": "U01ABC123:T01ABC123"
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      },
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      // ==========================================
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      // Slack - Secondary Workspace
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      // API: GET /api/auth.test (returns user_id and team)
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      // Use: Slack connector in API Playground
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      // Format: "{user_id}:{team_id}"
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      // ==========================================
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      {
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        "integration_id": "slack_subsidiary",
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        "user_channel_id": "U02DEF456:T02DEF456"
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      },
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      // ==========================================
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      // Web Chat
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      // Format: Service account email address
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      // ==========================================
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      {
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        "integration_id": "movewebchat",
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        "user_channel_id": "svc.moveworks@company.com"
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      }
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    ],
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    "user_itsm_id_info": [
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      // ==========================================
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      // ServiceNow
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      // API: GET /api/now/table/sys_user?sysparm_query=user_name={username}&sysparm_fields=sys_id,user_name,email,first_name,last_name,name&sysparm_limit=1
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      // Use: ServiceNow connector in API Playground
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      // Alternative query: sysparm_query=email={email}
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      // ==========================================
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      {
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        "integration_id": "snow",
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        "itsm_user_id": "a1b2c3d4e5f6g7h8i9j0k1l2m3n4o5p6",
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        "external_id": "moveworks.bot",
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        "first_name": "Moveworks",
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        "last_name": "Bot",
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        "full_name": "Moveworks Bot"
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      },
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      // ==========================================
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      // Jira Service Management
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      // API: GET /rest/api/3/user/search?query={email}
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      // Use: Jira connector in API Playground
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      // Alternative: /rest/api/3/user?accountId={account_id}
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      // ==========================================
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      {
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        "integration_id": "jira_service_desk",
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        "itsm_user_id": "5d8e9f0a1b2c3d4e5f6a7b8c",
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        "external_id": "moveworks-bot@company.com",
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        "first_name": "Moveworks",
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        "last_name": "Bot",
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        "full_name": "Moveworks Bot"
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      },
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      // ==========================================
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      // Salesforce
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      // API: GET /services/data/v58.0/query?q=SELECT Id,Username,Email,FirstName,LastName,Name FROM User WHERE Username='{username}'
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      // Use: Salesforce connector in API Playground
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      // ==========================================
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      {
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        "integration_id": "salesforce",
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        "itsm_user_id": "0051234567890ABCDE",
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        "external_id": "moveworks.bot@company.com",
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        "first_name": "Moveworks",
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        "last_name": "Bot",
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        "full_name": "Moveworks Bot"
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      },
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      // ==========================================
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      // FreshService
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      // API: GET /api/v2/requesters?query="primary_email:'{email}'"
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      // Use: FreshService connector in API Playground
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      // ==========================================
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      {
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        "integration_id": "freshservice",
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        "itsm_user_id": "15001234567",
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        "external_id": "moveworks.bot@company.com",
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        "first_name": "Moveworks",
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        "last_name": "Bot",
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        "full_name": "Moveworks Bot"
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      },
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      // ==========================================
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      // ManageEngine
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      // API: GET /api/v3/users?input_data={"list_info":{"search_criteria":{"field":"email_id","value":"{email}"}}}
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      // Use: ManageEngine connector in API Playground
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      // ==========================================
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      {
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        "integration_id": "manageengine",
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        "itsm_user_id": "158691000000209025",
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        "external_id": "moveworks.bot@company.com",
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        "first_name": "Moveworks",
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        "last_name": "Bot",
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        "full_name": "Moveworks Bot"
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      }
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    ]
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  }
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}