Components Moveworks Integration for Break-Fix

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 )

Parent Topic:Components installed with plugins