Hi Team,
We are currently facing an issue with the integration between ServiceNow Employee works and Moveworks in our environment.
Issue Details
When users interact with the Moveworks bot and request a service catalog item (for example, Password Reset), the bot successfully identifies and displays the relevant catalog item. However, the following actions are not functioning as expected:
Clicking the "Complete this Request" button does not launch or open the associated catalog request form.
Selecting the displayed Password Reset catalog item also does not open the request form or redirect the user to the expected ServiceNow page.
As a result, users are unable to proceed with submitting the request through Moveworks.
Expected Behavior
Users should be able to click either the "Complete this Request" button or the catalog item card and be redirected to the corresponding ServiceNow request form to complete the submission.
Current Status
A support case was previously raised with ServiceNow. The response received indicated that this behavior is a known defect within Employee Center and that a fix is planned for a future release (December 2026).
However, we are currently in the UAT phase, and the issue continues to impact testing and user validation activities.
Request
Could you please provide:
Any available workaround for this issue?
Confirmation on whether this is a known defect affecting Employee Center and Moveworks integrations.
Details on any hotfix, patch, or configuration changes that can be applied prior to the planned release.
Guidance on how other customers are addressing this issue in UAT environments.
Attached screenshot demonstrates the issue where the Password Reset catalog item is displayed, but neither the "Complete this Request" button nor the catalog item link launches the request form.
Thank you for your assistance.
