Moveworks Approvals Mirroring allows your users to be able to poll and manage their approvals from their external systems — natively in-chat via natural language where the user can take action on it. Refer to Approvals Overview
This configuration guide provides step-by-step instructions to configure Moveworks Approvals Mirroring. Each external system integrated with Moveworks—be it a ticketing platform, a human resources management system, or a project management tool—can have its own unique set of rules and behaviors for Approvals based on this layer.
In the below example we are using ServiceNow as the Source System for Approvals and setting a configuration for Approvals in ServiceNow.
As you go through the approval configurations it’s important to be aware of the following terminology.
REQUEST_ITEM
Enterprise Approval mirroring configurations consists of 3 types of configurations. To configure approvals you will need to configure all 3 configurations, but based on your organizations requirements you may need to leverage Advanced Settings if the behavior of your approvals differs by approval type.
This field needs to be set at the Approval layer as the configuration defined here will apply only to only that specific source system based on the Connector.
Suggested configuration is to leave this as empty, since it will default to the value Ticket, which is expected for most approval configurations such as ServiceNow Request Item approvals. In other scenarios, the following options are available:
The default value here is set to Direct Notify which is the most common case in case of Approvals.
Set this to empty at the Approval Settings layer as this is the top most layer of configuration.
Choose and customize the buttons presented to the approver. These can include specific actions to “Approve” or “Reject”. Optionally, you can chose to not include any actions and simply link to the external systems. You can add multiple buttons to the approval card which can be included by clicking the Add + button.
The Resource Buttons can be configured individually with the following configurations :
Note : Please ensure to always have 2 default button for Approve and Reject Configured.
Control the processing and storing of approval records. If filters are set at this configuration, specific records will not trigger notifications AND will not appear in the user’s approval queue.
This also controls completely enabling or disabling processing and storing of approval records by using TRUE or FALSE as the value.
Manage the approval notifications sent to users. Records will still be stored in Moveworks backend, and displayed in the user’s approval queue if the user asks about their approvals, however notifications will be disabled. Setting this configuration at the “Approval Settings” layer, will apply to ALL approvals for that connector/system. If you need to modify filters based on the type of approval, you will need to do so under Enterprise Approvals > Advanced Settings.
This also controls completely enabling or disabling approval notification sent to the users by using TRUE or FALSE as the value.
If you do not need to add any filters based on the system, it is recommended to set this to TRUE.
Select the connector where your approval Resource Type exists:
Note: This field can be left empty at the Advanced layer and the configuration defined here will apply to all Approval systems irrespective of the Connector, which is why one is not set.
This is where you select the resource type that you want to create the configuration for e.g: REQUEST_ITEM.
The rest of the configurations under Advanced Settings are the same configurations as approval settings and are only required if you need to configure separate behavior per Approval Resource Type. For other common customizations, please leverage the “Approvals How to Guide”.