Troubleshooting tools help you understand, validate, and debug your AI assistant’s behavior. They are especially useful for identifying configuration issues in your setup and determining whether any configuration changes are required.
The Ticket Viewer is a troubleshooting tool designed to help you test and validate your ITSM configuration. It allows you to fetch a single ticket from your configured ticketing system by providing a ticket ID.
Using Ticket Viewer, you can:
This tool provides clear visibility into the end-to-end data flow from your ITSM system into Moveworks.
The Ticket Viewer application is available in the Advanced section under Troubleshooting Tools.
Access to Ticket Viewer is restricted to:
Super Admins can grant the Moveworks Setup PII Authorized Viewer role to other users through the Roles and Permissions application.
Ticket Viewer returns detailed ticket information mapped to the Moveworks Ticket object. This includes all available ticket attributes retrieved from the connected ITSM system.
You can use the Fetch Single Ticket action in the following scenarios:
View the latest ticket status to ensure state mappings are working as expected
Check the requested_for field to confirm which user should receive the notification
Review work notes or comment logs to determine whether a customer-facing comment was added by an agent through activity logs
Identify the internal destination mapped to a specific ticket
Review user details (such as user tags) to determine whether any DSL rules affect the ticket workflow
SR-778).This action triggers a Fetch Single Ticket request using the selected ITSM connector. The response displays the ticket mapped into the Moveworks Ticket object.
