Components Moveworks Integration for Break-Fix

  • Release version: Australia
  • Updated July 9, 2026
  • 1 minute to read

    • Technical reference for webhook events, supported authentication types, platform artifacts, and troubleshooting.

    Webhook events

    Event State transition Condition Extra payload field
    case_assigned New (1) → Open (10) contact_type = moveworks —
    case_resolved Any → Resolved (6) contact_type = moveworks Resolution code
    case_awaiting_info Any → Awaiting Info (18) contact_type = moveworks Latest agent comment
    Note:
    No event is dispatched if the opened_by user has no email address. The call is skipped silently and a warning is written to the system log.
    Note:

    Bearer token, OAuth 2.0 Client Credentials, and JWT-OAuth are the supported credential types. HMAC-SHA256 and HMAC-SHA512 are not supported.

    Troubleshooting

    Symptom Where to check / action
    Webhook call not arriving at the Moveworks listener Navigate to System Logs > Outbound HTTP Requests and filter by URL or time. Confirm the moveworks_webhook connection URL is set correctly
    No event dispatched despite a qualifying state change Verify contact_type = moveworks on the case and that opened_by has a non-empty email address
    Authentication error in outbound logs Confirm the credential type is not HMAC. Re-enter credential values in the moveworks_webhook alias and retest
    ServiceNow dispatches the event but Moveworks does not act on it Verify all four Moveworks-side plugins are installed in the Moveworks environment (see )