Aug <var data-var='date'>21</var>, <var data-var='time'>17:20</var> UTC Resolved - The intermittent unresponsiveness of the AI Assistant in Microsoft Teams has been resolved. Responses have returned to normal, and we have confirmed stability through continued monitoring. No further action is required from customers. Aug <var data-var='date'>20</var>, <var data-var='time'>14:58</var> UTC Monitoring - Error rates on outbound calls to Microsoft Teams are declining and the Assistant is responding normally for most requests. We are continuing to monitor to confirm full recovery. Aug <var data-var='date'>20</var>, <var data-var='time'>14:55</var> UTC Investigating - We are seeing intermittent failures on outbound calls to Microsoft Teams, which may result in the Assistant not responding in Teams. There is currently an elevated volume of reported Microsoft Teams issues, and we are actively investigating whether this is the cause. Impact: Assistant messages in Microsoft Teams may intermittently fail to deliver, and users may not receive a reply. Impacted regions: All We will keep you posted with further updates.

Assistant not responding in Microsoft Teams

Aug <var data-var='date'>20</var>, <var data-var='time'>16:39</var> UTC Monitoring - Microsoft has identified the root cause as a platform regression affecting app branding display in Teams. A mitigation has been deployed and is currently rolling out. Microsoft's engineering team continues to monitor the rollout and validate the fix. Users may see the correct custom logo restored as the mitigation propagates. No action is required on your side. We will continue to monitor and will share additional updates as progress continues. Aug <var data-var='date'>20</var>, <var data-var='time'>00:10</var> UTC Update - We have escalated this issue to Microsoft and are actively working with their team to address the issue. We will provide more details when they are available. Aug <var data-var='date'>19</var>, <var data-var='time'>14:21</var> UTC Identified - We're investigating an active issue where end users in Microsoft Teams are seeing the default Moveworks logo instead of their organization's custom bot logo, despite a custom icon being set in the app manifest. This appears to affect the bots published via the Teams App Store (store auth) rather than a single tenant. Logging out/back in or clearing the Teams cache resolves it for some users. Our engineering team is actively investigating and we will share more details as they become available.

Custom AI Assistant Logo Reverting to Moveworks Default (Microsoft Teams)

Aug <var data-var='date'>12</var>, <var data-var='time'>14:38</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>23</var>, <var data-var='time'>17:52</var> UTC Update - Unily has confirmed a fix is being packaged. Once it's available, customers will need to upgrade to the patched version. We encourage impacted customers to reach out to Unily directly, and we'll share more details as we have them. Jun <var data-var='date'>23</var>, <var data-var='time'>09:15</var> UTC Identified - Permissions ingestion has been failing for Unily connectors. This is due to Unily deprecating their Permissions API, we are working with them to find a way forward. We will keep you posted on the progress. Until then, the newly added or updated permissions won't be ingested. We sincerely apologise for the inconvenience caused.

Permissions ingestion failing for Unily

Aug <var data-var='date'>12</var>, <var data-var='time'>14:38</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>11</var>, <var data-var='time'>17:45</var> UTC Monitoring - We identified an issue affecting multiple customers where approval requests were processed successfully, but users encountered a “You don’t have access to the request” error when retrieving the updated record. Engineering has deployed a fix and is currently monitoring the system to ensure stability. We will share additional updates as they become available.

Issue Affecting Approval Requests

Aug <var data-var='date'>10</var>, <var data-var='time'>17:33</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>10</var>, <var data-var='time'>12:53</var> UTC Monitoring - The fix has been implemented, the site is loading fine now, and we are continuing to monitor it. Aug <var data-var='date'>10</var>, <var data-var='time'>12:46</var> UTC Investigating - Our documentation site is currently down; we are working with the vendor to get it back up and running. We sincerely apologise for the inconvenience in the meantime.

Documentation site is down

Aug <var data-var='date'>10</var>, <var data-var='time'>13:41</var> UTC Identified - We have identified authentication failures affecting SharePoint Online integrations that use Microsoft App Store authentication, following Microsoft’s deprecation of the legacy ACS authentication method. As a result, legacy SharePoint knowledge ingestion will fail for affected customers. As an immediate workaround, please follow the SharePoint Online Azure App Registration guide. https://docs.moveworks.com/service-management/access-requirements/knowledge-base-systems/sharepoint-online-access-requirements-new-1#1-configure-azure-app-registration Engineering is working on a JWT-based update for Microsoft App Store authentication. We will share additional updates as they become available.

SharePoint Online Knowledge ingestion Authentication Issues

Aug <var data-var='date'> 5</var>, <var data-var='time'>22:15</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>29</var>, <var data-var='time'>18:26</var> UTC Investigating - We are investigating reports of false alerts regarding connector credential expiry across multiple customer instances. What's happening: Some customers are receiving notifications that their connector credentials have expired or are invalid. Our investigation confirms that affected connectors are functioning normally and successfully authenticating. Impact: No service impact. All connectors are functioning normally and authenticating successfully. The alerts being triggered are false positives due to an ongoing backend issue. What we're doing: Our engineering team is actively investigating and working on a resolution. What you should do: If you see a connector credential expiry alert, please make an API call using the connector in API Playground to validate your credentials. If you receive a successful response, your connector credentials are working fine and no action is required. We'll notify you when this is fully resolved. We apologize for the confusion. Thank you for your patience.

Connector Credential Expiry False Alerts

Aug <var data-var='date'> 3</var>, <var data-var='time'>17:00</var> UTC Resolved - We identified an issue with CSAT surveys not going out for the mentioned week. We identified the issue and have fixed it; subsequent CSAT's should run as usual. We sincerely apologise for the inconvenience caused.

CSAT surveys not sent for the week of 7/28

Jul <var data-var='date'> 7</var>, <var data-var='time'>16:17</var> UTC Resolved - Our engineering team has resolved the issue. Logs in Moveworks Setup are now loading as expected. Thank you for your patience, and apologies again for the inconvenience. Jul <var data-var='date'> 7</var>, <var data-var='time'>15:39</var> UTC Investigating - We're aware of an issue affecting Moveworks Setup where logs are currently not loading, and our team is actively investigating. We apologize for the inconvenience. Impacted Region: US

Moveworks Setup — Logs Delayed or Not Loading

Jun <var data-var='date'>26</var>, <var data-var='time'>20:03</var> UTC Resolved - This incident has been resolved Jun <var data-var='date'>26</var>, <var data-var='time'>18:29</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>26</var>, <var data-var='time'>18:09</var> UTC Identified - We have identified an issue affecting the testing of compound actions in Agent Studio, where users may see a "Failed to process custom action" error. A fix is currently being deployed. This issue is limited to the testing experience only — compound actions already running in the assistant are not affected. We'll share another update once the fix has been rolled out and verified.

Agent Studio — Compound Action Testing Failing

Jun <var data-var='date'>23</var>, <var data-var='time'>16:51</var> UTC Resolved - The fix has been rolled out for all impacted customers and this incident has been resolved. Jun <var data-var='date'>23</var>, <var data-var='time'>09:49</var> UTC Update - The fix has been rolled out to the majority of the affected customers; others will get the fix too shortly. We will keep you updated on the progress. Jun <var data-var='date'>22</var>, <var data-var='time'>18:59</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>22</var>, <var data-var='time'>17:15</var> UTC Identified - We're aware of an issue causing degraded search retrieval for Knowledge Base articles and files. Affected customers may see incomplete or missing content in search results. Our engineering team has identified the issue and is actively deploying a fix. We apologize for the disruption and appreciate your patience as we work to resolve this. We'll share updates as remediation progresses.

Potential Search Retrieval Degradation

Jun <var data-var='date'>18</var>, <var data-var='time'>20:31</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>18</var>, <var data-var='time'>15:21</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>18</var>, <var data-var='time'>12:58</var> UTC Update - We are continuing to work on a fix for this issue. Jun <var data-var='date'>18</var>, <var data-var='time'>12:57</var> UTC Identified - We're aware of an issue affecting Jira ITSM customers where tickets are not being automatically updated or resolved via the assistant. This is occurring intermittently during the ticket finalization step. Our team has identified the root cause and is deploying a hotfix. We appreciate your patience and will provide a follow-up update once this has been fully resolved.

Jira ITSM – Intermittent Update and Resolution Failures

Jun <var data-var='date'>11</var>, <var data-var='time'>00:30</var> UTC Resolved - On June 10, 2026, between 5:15 PM and 6:24 PM PST, users in the US region experienced a loss of Enterprise Search within the AI Assistant. Our team identified and resolved the issue within the same hour. We apologize for the impact to your experience.

Enterprise Search Unavailable in AI Assistant — Resolved

Jun <var data-var='date'> 9</var>, <var data-var='time'>14:52</var> UTC Resolved - This incident has been resolved as of 6:30 AM PST. We apologize for any inconvenience this may have caused. Jun <var data-var='date'> 9</var>, <var data-var='time'>13:34</var> UTC Monitoring - We have successfully applied a fix and confirmed that the My Moveworks Portal is loading as expected. We will continue to monitor to ensure full stability is maintained. Thank you for your patience. Jun <var data-var='date'> 9</var>, <var data-var='time'>13:27</var> UTC Identified - We have identified the issue and are currently working on deploying a fix. We will provide another update once the fix has been applied. Jun <var data-var='date'> 9</var>, <var data-var='time'>13:03</var> UTC Investigating - We are currently investigating an issue that is preventing users from accessing the My Moveworks Portal. Our team is actively working to identify the root cause and restore full functionality as quickly as possible. We apologize for the inconvenience and will provide updates as our investigation progresses.

MyMoveworks Access Issue

Jun <var data-var='date'> 5</var>, <var data-var='time'>14:59</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'> 5</var>, <var data-var='time'>14:26</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'> 5</var>, <var data-var='time'>13:32</var> UTC Identified - We are seeing some improvement, but failures are still occurring. We are actively working on a fix and will continue to provide updates. Jun <var data-var='date'> 5</var>, <var data-var='time'>13:08</var> UTC Investigating - We are currently investigating an issue where the assistant is not serving answers from knowledge articles. We will provide updates as the investigation progresses.

AI Assistant Answers Degradation

May <var data-var='date'>29</var>, <var data-var='time'>07:00</var> UTC Resolved - The line breaks and bolding of the words were not being respected in the messages the Assistant was sending out, mainly the Employee Comms, Agent Studio messages.

The line breaks and bolding of the words not being respected in the messages.

May <var data-var='date'>20</var>, <var data-var='time'>14:06</var> UTC Resolved - We are pleased to inform you that the issue with the View Permission feature in Setup has been resolved. The feature is now returning the expected results. We apologize for the inconvenience caused and thank you for your patience. May <var data-var='date'>20</var>, <var data-var='time'>12:28</var> UTC Identified - We have identified an issue where the **View Permission** feature in Setup is currently returning an error instead of the expected results. Our team is actively working on a fix and will keep you updated on the progress. We apologise for the inconvenience caused and appreciate your patience in the meantime.

View permission feature in Setup is erroring out

May <var data-var='date'>19</var>, <var data-var='time'>20:06</var> UTC Resolved - This incident has been resolved. User Identity Ingestion is now functioning as expected and user identity sync has been restored for all affected customers. We apologize for any inconvenience this may have caused. May <var data-var='date'>19</var>, <var data-var='time'>17:51</var> UTC Update - We are continuing to investigate the issue affecting User Identity Ingestion. Our engineering team has identified that the failure occurs during the identity validation step when processing geocode information of users. Work is actively ongoing to resolve this. We will provide another update as soon as more information is available. May <var data-var='date'>19</var>, <var data-var='time'>16:42</var> UTC Identified - We are currently investigating an issue affecting User Identity Ingestion. Impacted customers may experience failures in user identity sync, which could affect AI Assistant access to new users dependent on up to date user data. Our engineering team has been engaged and is actively working toward a resolution. We will provide updates as more information becomes available.

User Identity Ingestion Failures

May <var data-var='date'>12</var>, <var data-var='time'>20:55</var> UTC Resolved - This incident has been resolved as of 1:45 PM PST. Live Agent Chat has been restored and is functioning as expected. We appreciate your patience and apologize for any inconvenience caused. May <var data-var='date'>12</var>, <var data-var='time'>20:35</var> UTC Identified - We have identified an issue where Live Agent Chat is not functioning for some users. Affected users are unable to be handed off to a live agent and may encounter an error when attempting to do so. We apologize for the inconvenience and are actively working to resolve this. Updates will be provided as they become available.

Live Agent Chat Degradation

May <var data-var='date'>12</var>, <var data-var='time'>20:41</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>23</var>, <var data-var='time'>07:34</var> UTC Update - We have noticed that this issue is also impacting the instances which are on Yokohama Patch 9, the fix for the same has been released in the Patch 10. Please refer to the below KB article from ServiceNow for more information. https://support.servicenow.com/nav_to.do?uri=%2Fkb%3Fid%3Dkb_article_view%26sysparm_article%3DKB2683059 Dec <var data-var='date'> 2</var>, <var data-var='time'>22:36</var> UTC Update - We have received confirmation that the same fix has been rolled into Zurich Patch 4(ZP4) which is scheduled to go live on December 5. Once ZP4 becomes available, feel free to upgrade to get the issue resolved. Nov <var data-var='date'>22</var>, <var data-var='time'>02:48</var> UTC Monitoring - ServiceNow has resolved the issue. A hotfix (ZP2 HF2) has been released. If you are impacted, please submit your entitlements using the link below to request access to the hotfix: https://support.servicenow.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fsysparm_id%3De9c285831ba414101c8633f2cd4bcbfe Nov <var data-var='date'>13</var>, <var data-var='time'>16:20</var> UTC Update - The ServiceNow team has identified the root cause of the issue affecting live chat functionality. They are actively working on a fix and will provide more details as soon as they become available. Nov <var data-var='date'> 9</var>, <var data-var='time'>23:38</var> UTC Identified - We have identified an issue affecting Live Agent Message Brokering functionality following the ServiceNow Zurich upgrade. Users can initiate chats, and agents can respond, but user replies are not being received by agents. The issue currently impacts customers who have upgraded to Zurich. Our team is working with ServiceNow to identify the root cause and implement a fix. Updates will be shared as they become available. Impacted Regions: All

Live Agent Message Brokering Degradation After ServiceNow Zurich upgrade

Apr <var data-var='date'>22</var>, <var data-var='time'>17:44</var> UTC Resolved - We are pleased to confirm that the issue causing the Moveworks AI Assistant to not load on web pages has been fully resolved. We appreciate your patience and apologize for any inconvenience this may have caused. Apr <var data-var='date'>22</var>, <var data-var='time'>17:07</var> UTC Identified - We have identified the issue and are currently pushing a fix. We will monitor closely and provide a further update once confirmed resolved. We appreciate your patience. Apr <var data-var='date'>22</var>, <var data-var='time'>16:43</var> UTC Investigating - We are actively investigating an issue where some users are not seeing the Moveworks Embedded AI Assistant loading on their employee service portals or intranet sites. We appreciate your patience and will provide updates as our investigation progresses.

Embedded AI Assistant Degradation

Mar <var data-var='date'>24</var>, <var data-var='time'>20:31</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>24</var>, <var data-var='time'>19:42</var> UTC Monitoring - Based on our recent testing, the AI Assistant on Microsoft Teams is now functioning as expected. We will continue to closely monitor the situation and provide further updates if needed. We appreciate your continued patience as the situation stabilizes. Mar <var data-var='date'>24</var>, <var data-var='time'>19:02</var> UTC Update - Microsoft’s initial findings indicate that a portion of the infrastructure supporting bots in Microsoft Teams is operating in a degraded state. They are attempting to restart affected components and redirect traffic to healthy infrastructure to help mitigate the issue. Mar <var data-var='date'>24</var>, <var data-var='time'>18:34</var> UTC Update - Microsoft continues to actively work on this issue. Please follow the Service Health Advisory (TM1260604) for the most up to date information and progress toward resolution. Mar <var data-var='date'>24</var>, <var data-var='time'>17:55</var> UTC Update - Microsoft has shared that their monitoring has detected an increase in failures when users attempt to interact with bots. They are currently analyzing these failures to better understand the issue and determine next steps toward identifying the root cause. We appreciate your continued patience as Microsoft investigates and works toward resolution. Mar <var data-var='date'>24</var>, <var data-var='time'>17:27</var> UTC Identified - Microsoft has now published a Service Health Advisory (TM1260604) related to this issue. We are continuing to monitor updates from Microsoft and will share further information as it becomes available. Please follow the Microsoft Service Health Advisory (TM1260604) for the latest updates and progress on resolution via the Microsoft 365 Service Health dashboard. We appreciate your patience and will share updates as soon as more information becomes available Mar <var data-var='date'>24</var>, <var data-var='time'>17:08</var> UTC Update - We currently suspect this may be related to a Microsoft Teams issue and are actively working with Microsoft to help drive resolution. We appreciate your patience and will share updates as soon as more information becomes available Mar <var data-var='date'>24</var>, <var data-var='time'>16:45</var> UTC Investigating - We have identified an issue where users are currently unable to chat with the AI Assistant on Microsoft Teams. Our team is actively investigating the root cause and working to resolve this as quickly as possible. We appreciate your patience and will share updates as soon as more information becomes available.

AI Assistant Outage on Microsoft Teams

Mar <var data-var='date'>18</var>, <var data-var='time'>17:50</var> UTC Resolved - We’re pleased to confirm that the issue has been resolved. Thank you for your patience and continued support. Mar <var data-var='date'>18</var>, <var data-var='time'>17:23</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Mar <var data-var='date'>18</var>, <var data-var='time'>17:08</var> UTC Update - We have identified the root cause of the issue and are currently in the process of deploying a fix. Our team is actively pushing the necessary changes to restore full functionality for affected users. We will provide another update once the deployment is complete. Thank you for your continued patience. Mar <var data-var='date'>18</var>, <var data-var='time'>16:40</var> UTC Identified - We have identified an issue where the AI Assistant in the Microsoft Teams App Store is not responding to users. Our team is actively investigating and working to resolve this as quickly as possible. We appreciate your patience and will share updates as soon as more information becomes available

AI Assistant Unresponsive in Microsoft Teams (App Store)

Mar <var data-var='date'>17</var>, <var data-var='time'>06:30</var> UTC Resolved - We identified and resolved an issue where some users experienced failed or missing responses while interacting with the Moveworks AI Assistant. During this time, the assistant may have been temporarily unresponsive or slower than expected. Our team quickly investigated the issue and implemented mitigations to restore normal service. We sincerely apologize for the inconvenience and appreciate your patience. Duration: 11:19 PM – 11:36 PM PST

AI Assistant Outage

Feb <var data-var='date'>19</var>, <var data-var='time'>16:45</var> UTC Resolved - This incident has been resolved Feb <var data-var='date'>19</var>, <var data-var='time'>16:40</var> UTC Identified - We’re aware that some users may be experiencing difficulties accessing the AI Assistant in Gov Cloud. Our engineering team is actively investigating the issue and working on a resolution. We’ll provide updates as more information becomes available and appreciate your patience while we work to restore full service.

Is Moveworks down?

Moveworks status is DEGRADED

Components with issues

Lastest published events

Assistant not responding in Microsoft Teams

Custom AI Assistant Logo Reverting to Moveworks Default (Microsoft Teams)

Permissions ingestion failing for Unily

Moveworks Services, Components and Regions

Recent Moveworks events

Assistant not responding in Microsoft Teams

Custom AI Assistant Logo Reverting to Moveworks Default (Microsoft Teams)

Permissions ingestion failing for Unily

Issue Affecting Approval Requests

Documentation site is down

SharePoint Online Knowledge ingestion Authentication Issues