Moveworks Status

Live Agent Message Brokering Degradation After ServiceNow Zurich upgrade

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

Feb 10, 2026

No incidents reported today.

Feb 9, 2026

No incidents reported.

Feb 8, 2026

No incidents reported.

Feb 7, 2026

No incidents reported.

Feb 6, 2026

No incidents reported.

Feb 5, 2026

No incidents reported.

Feb 4, 2026

Issues with AI Assistant responses

Resolved - This incident has been resolved as of 6:12 AM PST. We appreciate your patience.
Feb 4, 14:51 UTC

Update - We have applied some fixes and are seeing improvements in the performance. We will continue to monitor the situation closely and provide another update as more information becomes available.

We appreciate your patience and thank you for your ongoing support.
Feb 4, 14:19 UTC

Update - We appreciate your patience as our engineering team remains fully engaged and focused on restoring consistent performance. We will continue to monitor the situation closely and provide another update as more information becomes available.

Thank you for your ongoing patience.
Feb 4, 14:04 UTC

Update - At this time, we are still noticing some intermittent slowness, and our team continues to work on fully resolving the issue. We will provide further updates as soon as possible.
Feb 4, 13:35 UTC

Monitoring - We noticed an issue where some users were experiencing delays in the response and few users did not get any response from the Assistant at all.

We have put in a fix for the same and are monitoring the results.
Feb 4, 12:17 UTC

Feb 3, 2026

No incidents reported.

Feb 2, 2026

No incidents reported.

Feb 1, 2026

No incidents reported.

Jan 31, 2026

No incidents reported.

Jan 30, 2026

No incidents reported.

Jan 29, 2026

No incidents reported.

Jan 28, 2026

Notification Delays via AI Assistant

Resolved - This incident has been resolved. Thanks again for you patience and understanding.
Jan 28, 20:40 UTC

Monitoring - A fix has been implemented and we are monitoring the results.
Jan 28, 18:14 UTC

Investigating - We are currently investigating an issue where some users may be experiencing delays in notifications through the AI Assistant. This may impact ticketing, triage, employee comms, and other notifications.

Our team is actively working to identify the root cause and restore full functionality as quickly as possible. We sincerely apologize for the inconvenience and appreciate your patience.

We will provide updates as more information becomes available.

Thank you for your understanding.
Jan 28, 16:19 UTC

Jan 27, 2026

No incidents reported.