Moveworks Status

Live Agent Message Brokering Degradation After ServiceNow Zurich upgrade

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
Feb 23, 2026 - 07:34 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.
Dec 02, 2025 - 22:36 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 22, 2025 - 02:48 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 13, 2025 - 16:20 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
Nov 09, 2025 - 23:38 UTC

Enterprise Messaging Integrations Operational

Microsoft Teams Operational

Embedded AI Assistant Operational

Cisco Webex Teams Operational

Google Chat Operational

Slack Messaging Operational

Slack Apps/Integrations/APIs Operational

Slack Notifications Operational

Slack Connections Operational

Access Skills Operational

Account Access Operational

Group Access Operational

Software Access Operational

Smart Forms Operational

Enterprise Approvals Operational

Answers Operational

Concierge Operational

Triage Operational

Lookups Operational

Employee Experience Insights Operational

Multilingual Support (MLS) Operational

Creator Studio Operational

Paths Workspace Operational

Queries Workspace Operational

Events Workspace Operational

Plugins Workspace Operational

Control Center Operational

Channel Resolver Operational

Moveworks AI Assistant Operational

Employee Communications Operational

My Moveworks Portal Operational

Moveworks Setup Operational

Moveworks Documentation Operational

Support Operational

Community Operational

Productivity Boost Operational

Brief Me Operational

Quick GPT Operational

AI Assistant Analytics Operational

AI Assistant Insights Operational

Data API Operational

Live Agent Chat / Handoff Degraded Performance

Live Agent Message Brokering Degraded Performance

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Apr 2, 2026

No incidents reported today.

Apr 1, 2026

No incidents reported.

Mar 31, 2026

No incidents reported.

Mar 30, 2026

No incidents reported.

Mar 29, 2026

No incidents reported.

Mar 28, 2026

No incidents reported.

Mar 27, 2026

No incidents reported.

Mar 26, 2026

No incidents reported.

Mar 25, 2026

No incidents reported.

Mar 24, 2026

AI Assistant Outage on Microsoft Teams

Resolved - This incident has been resolved.
Mar 24, 20:31 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 24, 19:42 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 24, 19:02 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 24, 18:34 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 24, 17:55 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 24, 17:27 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 24, 17:08 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.
Mar 24, 16:45 UTC

Mar 23, 2026

No incidents reported.

Mar 22, 2026

No incidents reported.

Mar 21, 2026

No incidents reported.

Mar 20, 2026

No incidents reported.

Mar 19, 2026

No incidents reported.