Ticket Back Polling for Knowledge Studio

Back polling historical tickets is generally required and recommended while setting up Knowledge Studio, in order for Moveworks AI assistant to analyse historical tickets and derive insights. It is also required when customers would like to backfill new custom attributes or older tickets for additional analysis.

It is generally recommended that Moveworks team does the initial setup for Knowledge Studio which includes the initial back polling for Knowledge studio and additional configurations. You can communicate your requirements for required filters and time-range for historical backfill to Moveworks Team.

This capability will prove useful especially for scenarios when customers would like to backfill a new configured ticket attribute on older data or for recovering dropped tickets.

Steps to back poll historical tickets for Knowledge Studio

Navigate to Moveworks Setup from your org’s MyMoveworks portal
Navigate to Data Ingestion > Ticket Backpolling
Select the product area as Knowledge Studio
Important Note
1. Knowledge Studio ticket backpolling runs across all integrations. The integration selection field is not available for this feature.
2. By default, Knowledge Studio ticket backpolling is configured to run for the past 6 months. Date ranges cannot be modified and the date selector is disabled.
Click on Start Backpolling button
Once you initiate the back polling, the job will start in some time
Once finished, you can view the status, records polled and records processed in the logs table
Once ticket backpolling finishes, allow several hours to days for internal data processing to complete based on your organization’s ticket volume.

Logs table

In the Logs table, you can find specific details of each back polling requests made.

Column Name	Description
Product Area	Knowledge Studio or Employee Experience Insights
Log ID	Unique ID for back polling job
Initiated By	User who is triggering the back polling job
Integration	Integration ID which is leveraged to back poll historical tickets. Note: Not Applicable in case of Knowledge Studio
Requested At	Date and time at which Ticket backpolling was requested
Backpolling Date Range	Start date and end date of back polling job
Status	Status of the back polling job (Initializing, In progress, Completed)
Records Polled	# of Ticket records polled
Records Processed	# of Ticket records processed

FAQs/ General Questions

Can this be used to back poll tickets for Triage?
1. No - this is specifically built for Knowledge Studio and EXI configurations.
Will I get to know, if the Ticket back polling fails?
1. There are three status: Initialising, In Progress, Complete. Metrics “Records polled” and “Records processed” can be used as a proxy to know the status of ticket backpolling.
Are there any guard-rails or limits on duration?
1. Knowledge Studio ticket backpolling is configured to run for the past 6 months. Date ranges cannot be modified and the date selector is disabled.
Can I select integration in case of Knowledge Studio?
1. No, Knowledge Studio ticket backpolling runs across all integrations. The integration selection field is not available for this feature.
Why does the Integration column in the logs table always show ’-’ for Knowledge Studio?
1. Knowledge Studio ticket backpolling processes data across all integrations, so no specific integration applies. Therefore, the integration column displays ’-’ to indicate this is not applicable.
How much time does it generally take for back polling to complete?
1. It depends on the volume of tickets for the specified duration. If the ticket volume is very high, this may take up to a few days.