Moveworks for Employee Center reference

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • The reference topics for the application provide additional information about the Moveworks for Employee Center settings, observations, and troubleshooting.

    Certificate validation fails

    When certificate validation returns errors during the setup process, verify the following configuration:
    • The correct key store password is entered (case-sensitive).
    • JKS file isn’t corrupted, if necessary, request a fresh file, see Upload Java KeyStore certificate.
    • Password is entered in both certificate record and JWT provider settings.
    • Contact support if issues persist after verification.

    Moveworks chat isn’t visible

    When the Moveworks chat assistant isn't visible on Employee Center or appears non-functional, you can check the following.
    • Confirm that the Moveworks plugin is installed and enabled from the ServiceNow Store.
    • Navigate to System Applications > Applications and confirm the status column displays Active for the plugin.
    • Verify that the JKS is valid and JWT keys are configured with the correct password.
    • Check that the Moveworks website setup page is saved with a valid bot ID as explained in Configure bot ID and AI assistant.
    • When all the settings look correct, validate their portal-side configuration and ingestion status.

    Enable or disable virtual agent on employee center

    The Moveworks for Employee Center chat replaces the classic virtual agent. However, you can initiate and maintain an agent chat of your choice in the following way.
    1. Navigate to All > Service Portal > Agent Chat
    2. Update the ESC Chat value to True on the Service Portal Agent Chat Configurations sp_agent_chat_config table.

    Chat responses aren't relevant

    Verify the following configuration:
    • Ensure content ingestion is complete in Moveworks platform.
    • Verify knowledge articles are published.
    • Verify knowledge articles aren't restricted by ACLs.
    • Check that requested services are available in your service catalog.
    Nota:
    Moveworks for Employee Center is available on both Employee Center and Employee Center Pro.