Components for ServiceNow Otto integration for break-fix

reference australia Updated Nov 6, 2026 1 min read r_moveworks-integration-reference.md

Technical reference for webhook events, authentication types, platform artifacts, and troubleshooting.

Webhook events

Event	State transition	Condition	Extra payload field
`case_assigned`	New (1) → Open (10)	`contact_type = otto`	None
`case_resolved`	Any → Resolved (6)	`contact_type = otto`	Resolution code
`case_awaiting_info`	Any → Awaiting Info (18)	`contact_type = otto`	None

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: API Key Credentials is the only supported credential type. The key is sent in a single header, by default Authorization: Bearer <key>. If the credential has no API key, the webhook call fails instead of being sent without authentication.

ServiceNow Otto AI Agent Marketplace

Customize your ServiceNow Otto AI Assistant with installable agents from the AI Agent Marketplace.

Create: Create a break-fix case
Update: Update break-fix case details
Notify: Get notified on break-fix case updates
Get: Get break-fix case details

Troubleshooting

Symptom	Where to check / action
Webhook call not arriving at the ServiceNow Otto listener	Navigate to System Logs > Outbound HTTP Requests and filter by URL or time. Confirm the `otto_webhook` connection URL is set correctly
No event dispatched despite a qualifying state change	Verify `contact_type = otto` on the case and that `opened_by` has a non-empty email address
Authentication error in outbound logs	Confirm the credential on the `otto_webhook` connection is an API Key credential with the API key filled in and the header name and prefix set. Re-enter the API key and retest.
ServiceNow dispatches the event but ServiceNow Otto does not act on it	Verify all four side plugins from ServiceNow Otto are installed in the ServiceNow Otto environment (see ServiceNow Otto integration overview)

Parent Topic:ServiceNow Otto for Break-Fix and Store Audit overview

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---
title: Components for ServiceNow Otto integration for break-fix
description: Technical reference for webhook events, authentication types, platform artifacts, and troubleshooting.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/retail-industry/r\_moveworks-integration-reference.html
release: australia
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 1
breadcrumb: [ServiceNow Otto for Break-Fix and Store Audit overview, ServiceNow Otto for Retail Service Management \(RSM\), Retail]
---

# Components for ServiceNow Otto integration for break-fix

Technical reference for webhook events, authentication types, platform artifacts, and troubleshooting.

## Webhook events

|Event|State transition|Condition|Extra payload field|
|-----|----------------|---------|-------------------|
|`case_assigned`|New \(1\) → Open \(10\)|`contact_type = otto`|None|
|`case_resolved`|Any → Resolved \(6\)|`contact_type = otto`|Resolution code|
|`case_awaiting_info`|Any → Awaiting Info \(18\)|`contact_type = otto`|None|

**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:** API Key Credentials is the only supported credential type. The key is sent in a single header, by default `Authorization: Bearer <key>`. If the credential has no API key, the webhook call fails instead of being sent without authentication.

## ServiceNow Otto AI Agent Marketplace

Customize your ServiceNow Otto AI Assistant with installable agents from the AI Agent Marketplace.

-   Create: [Create a break-fix case](https://marketplace.otto.servicenow.com/plugins/servicenow-retail-create-breakfix-case#how-to-implement)
-   Update: [Update break-fix case details](https://marketplace.otto.servicenow.com/plugins/servicenow-retail-update-breakfix-case-details#how-to-implement)
-   Notify: [Get notified on break-fix case updates](https://marketplace.otto.servicenow.com/plugins/servicenow-retail-notify-on-breakfix-case-updates#how-to-implement)
-   Get: [Get break-fix case details](https://marketplace.otto.servicenow.com/plugins/servicenow-retail-get-breakfix-case-details#how-to-implement)

## Troubleshooting

|Symptom|Where to check / action|
|-------|-----------------------|
|Webhook call not arriving at the ServiceNow Otto listener|Navigate to **System Logs** &gt; **Outbound HTTP Requests** and filter by URL or time. Confirm the `otto_webhook` connection URL is set correctly|
|No event dispatched despite a qualifying state change|Verify `contact_type = otto` on the case and that `opened_by` has a non-empty email address|
|Authentication error in outbound logs|Confirm the credential on the `otto_webhook` connection is an API Key credential with the API key filled in and the header name and prefix set. Re-enter the API key and retest.|
|ServiceNow dispatches the event but ServiceNow Otto does not act on it|Verify all four side plugins from ServiceNow Otto are installed in the ServiceNow Otto environment \(see [ServiceNow Otto integration overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/c_moveworks-integration-overview.md)\)|

**Parent Topic:**[ServiceNow Otto for Break-Fix and Store Audit overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/moveworks-breakfix-storeaudit-overview.md)