Moveworks integration overview
The Moveworks integration sends outbound webhook events from ServiceNow to the Moveworks listener when a Break-Fix case changes to a key state, enabling Moveworks to proactively notify store associates on their desktop messaging platform.
Events are dispatched when a sn_rtl_stre_servcs_bf_case transitions to a trigger state and contact_type = moveworks. No event is sent if the opened_by user has no email address — a warning is logged and the call is skipped.
Trigger conditions and events
| Transition | Event | Extra payload |
|---|---|---|
| New (1) → Open (10) | case_assigned | — |
| Any → Resolved (6) | case_resolved | Resolution code |
| Any → Awaiting Info (18) | case_awaiting_info | Latest agent comment |
Failure behavior
HTTP call failures are caught and logged. Case state is never affected by webhook delivery failures.
Customer prerequisites (Moveworks side)
Install these plugins from the Moveworks plugin marketplace. Without them, ServiceNow dispatches events but Moveworks does not act on them.
| Plugin | Purpose |
|---|---|
Retail_Create_Breakfix_Case | Case creation via Moveworks |
Retail_Get_Breakfix_Case_Details | Case detail retrieval |
Retail_Update_Breakfix_Case_Details | Case field updates |
Retail_Notify_Breakfix_Case_Lifecycle | Handles assigned/resolved/awaiting-info events |