Cherwell Service Management
App Vendor: Ivanti
App Category: IT Service Management
Connector Version: 1.0.0
API Version: 1.0.0
About App
Cherwell Service Management is a comprehensive service desk solution verified for eleven ITIL® processes. With the help of enterprise-driven service management users can improve service delivery with eleven ITIL® processes, codeless configuration, flexible portals, and powerful dashboards. User can automate workflows, tasks, and approvals based on industry best practices, to increase productivity and improve IT staff efficiency.
The Cherwell Service Management app built for the Orchestrate application helps security teams to perform asset management-related actions on the Cherwell Service Management application and enable security orchestration workflows. You can execute the following actions using the app.
Action Name | Description |
|---|---|
Get One-Step Actions by default Association | This action retrieves one-step actions by default association. You can receive details such as a standinkey, scopeOwner, etc. |
Get Quick Search Results for a List of Business Objects | This action builds a quick search configuration. You can use it to execute a quick search for multiple business objects. |
Get a Quick Search Configuration for a List of Business Objects | This action builds a quick search configuration. You can use it to execute a quick search for multiple business objects. |
Run a One-Step Action for a Business Object Record | This action runs a one-step action for a business object record by business object ID and business object record ID. |
Get a Batch of Users | This action retrieves a batch of users. |
Get List Of Users | This action retrieves the list of users. |
Get Search Items | This action returns a tree of saved queries, including scope, search name, IDs, and location within the tree. |
Run Ad Hoc Search With Filter | This action performs an ad-hoc search for incidents using a filter. |
Get Results of Saved Search | This action retrieves results of a saved search by scope, associationName, searchName, scopeOwner. |
Close an Incident | This action closes an incident. |
Modify an Incident | This action modifies an incident. |
Create an Incident | This action creates an incident. |
Get an Incident | This action retrieves a business object summary for an incident. |
Configuration Parameters
The following configuration parameters are required for the Cherwell Service Management app to communicate with the Cherwell Service Management Enterprise application. The parameters can be configured by creating instances in the app.
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Base URL | Enter the Base URL for your Cherwell application. Example: "https://cherwell.domain.com" | Text | Required | |
API Key | Enter the API Key to access the Cherwell API endpoints. Example: "411d05b9-XXXX-XXXX-bebf-641173925c9c" | Text | Required | |
Username | Enter the Username to authenticate your Cherwell API endpoint. Example: "sampleusername" | Text | Required | |
Password | Enter the password to authenticate your Cherwell API endpoint. | Password | Required |
Get One-Step Actions by default Association
This action retrieves one-step actions by default Association. You can receive details such as a standinkey, scopeOwner, etc.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Include Links | Specify if you want to include hyperlinks in the results. | Boolean | Optional |
Example Input
[
{
"links": false
}
]Get Quick Search Results for a List of Business Objects
This action builds a quick search configuration. You can use it to execute a quick search for multiple Business Objects.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Business Object IDs list | Enter the request query containing the business object IDs. Example: "['1234','4567']" | List | Required | |
Search Text | Enter the text to search. | Text | Optional | |
Include Links | Specify if you want to include hyperlinks in the results. | Boolean | Optional |
Example Input
[
{
"busObIds_list": "[\"6dd53665c0c24cab86870a21cf6434ae\"]"
}
]Get a Quick Search Configuration for a List of Business Objects
This action builds a quick search configuration. You can use it to execute a quick search for multiple business objects.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Business Object IDs list | Enter the request query containing the business object IDs. Example: "['1234','4567']" | List | Required |
Example Input
[
{
"busObIds_list": "[\"6dd53665c0c24cab86870a21cf6434ae\"]"
}
]Run a One-Step Action for a Business Object Record
This action runs a one-step action for a business object record by business object ID and business object record ID.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Stand In Key | Enter the key to find the one-step action to run. Example: "DefType%3AOneStepDef%23Scope%3A6dd53434ae" | Text | Required | |
Business Object ID | Enter the business object ID to run the record. Example: "6dd53665c0c24cab86870a21cf6434ae" | Text | Required | |
Business Object Record ID | Enter the business object record ID to run the one-step action. Example: "46d0076c5059368f8bc7f4c91a50747eb1958b981" | Text | Required |
Example Input
[
{
"busobid": "6dd53665c0c24cab86870a21cf6434ae",
"busobrecid": "946d0076c5059368f8bc7f4c91a50747eb1958b981",
"standinkey": "DefType%3AOneStepDef%23Scope%3A6dd53434ae"
}
]Get a Batch of Users
This action retrieves a batch of users.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
loginId | Enter the user login ID name to get the batch of users. Example: "andrew" | Text | Optional | |
publicId | Enter the public user ID to get the batch of users. Example: "ab23cf344" | Text | Optional |
Example Input
[
{
"loginId": "Andrew",
"publicId": "ab23cf344"
}
]Get List Of Users
This action retrieves the list of users.
Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Login Id Filter | Enter the login ID to filter the list of users. Example: "Both" | Text | Optional | Allowed values:
Default value:
|
Stop On Error | Specify if the operation needs to be interrupted while retrieving any user when an error occurs. | Boolean | Optional | Allowed values:
Default value:
|
Example Input
[
{
"loginidfilter": "Both",
"stop_on_error": "False"
}
]Get Search Items
This action returns a tree of saved queries, including scope, search name, IDs, and location within the tree.
Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Links | Specify if you want to include hyperlinks in the search result. Example: "False" | Boolean | Optional |
Example Input
[
{
"links": true
}
]Run Ad Hoc Search With Filter
This action performs an ad-hoc search for Incidents using a filter.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Operator | Enter operator details to filter search results. Example: "eq" | Text | Required | Allowed values:
|
Value | Enter the text value to filter search results. Example: "Printer Issue" | Text | Required |
Example Input
[
{
"value": "Printer Issue",
"operator": "eq"
}
]Get Results Of Saved Search
This action retrieves results of a saved search by scope, associationName, searchName, scopeOwner.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Scope | Specify the scope name for the saved search. Example: "Global" | Text | Required | Allowed values:
|
Search Name | Specify the name of the saved search. Example: "examplesavedsearchname" | Text | Required | |
Association Name | Specify the business object association name for the saved search. Example: "exampleAssociationName" | Text | Required | |
Scope Owner | Specify the scope owner details. Example: "1st Level Support" Note: If the scope is "Team" then scope owner is "1st Level Support" | Text | Optional | Default value:
|
Example Input
[
{
"scope": "Global",
"searchName": "Cart ID Item",
"associationName": "6dd53665c0c24cab86870a21cf6434ae"
}
]Close an Incident
This action closes an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Public ID | Enter the public ID of the incident. Example: "102437" | Text | Required | |
Business Object Record Id | Specify the Business Object record ID. This parameter can be set to "None" if "Public ID" is added. Example: "567854" | Text | Required | |
Service | Enter the type of service incident. Example: "Account Management" | Text | Optional | |
Category | Enter the category for the incident. Example: "Network Access" | Text | Optional | |
Subcategory | Enter the subcategory for the incident. Example: "Network Access" | Text | Optional | |
Extra Params | Specify extra parameters to close the incident. Example: "Impact": "Low" | Key-Value | Optional |
You can also add many other extra parameters to this action input.
Example Input
[
{
"busObRecId": null,
"busObPublicId": "102475"
}
]Modify an Incident
This action modifies an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Public ID | Enter the public ID for the incident. Example: "102437" | Text | Required | |
Business Object Record Id | Specify the Business Object record ID. This parameter can be set to "None" if "Public ID" is added. Example: "567854" | Text | Required | |
Status | Enter the status of the incident. Example: "Resolved" | Text | Optional | Allowed values:
|
Source | Specify the source of the incident. Example: "Firewall" | Text | Optional | |
Priority | Specify the priority of the incident. Example: "4" | Text | Optional | |
Description | Enter the description for the incident. Example: "exampledescription" | Text | Optional | |
Short Description | Enter a short description of the incident. Example: "Created New Incident" | Text | Optional | |
Incident Type | Specify the type for the incident. Example: "Incident" | Text | Optional | |
Service | Enter the type of service incident. Example: "IT Service Desk" | Text | Optional | |
Category | Specify the category to which the incident belongs. Example: "Network Access" | Text | Optional | |
Subcategory | Specify the sub-category of the incident. Example: "Incident Sub Category" | Text | Optional | |
Extra Params | Specify extra parameters to close the incident. Example: "requester": "Andrew" | Key-Value | Optional |
Note: You can also pass additional parameters such as requestor to modify an incident.
Example Input
[
{
"status": "In Progress",
"busObRecId": null,
"busObPublicId": "102475"
}
]Create an Incident
This action creates an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Requester | Specify the requester source for the incident. Example: "ExampleRequester" | Text | Required | |
Source | Specify the source of the incident. Example: "Firewall" | Text | Optional | |
Priority | Specify the priority of the incident. Example: "4" | Text | Optional | |
Description | Enter the description for the incident. Example: "exampledescription" | Text | Optional | |
Short Description | Enter a short description of the incident. Example: "Created New Incident" | Text | Optional | |
Incident Type | Specify the type for the incident. Example: "Malicious" | Text | Optional | |
Service | Enter the type of service incident. Example: "E-Mail" | Text | Optional | |
Category | Specify the category to which the incident belongs. Example: "Network Access" | Text | Optional | |
Subcategory | Specify the sub-category of the incident. Example: "Incident Sub Category" | Text | Optional | |
Extra Params | Specify extra parameters to close the incident. Example: "requester": "Andrew" | Key-Value | Optional |
Note: You can also pass requester extra parameter to create an incident.
Example Input
[
{
"source": "Internal",
"service": "IT Service Desk",
"category": "Report Outage or Error",
"priority": "4",
"description": "Test Incident IT Service Desk.",
"subcategory": "Submit Incident",
"incidentType": "Service Request",
"short_description": "Incident IT service desk."
}
]Get an Incident
This action retrieves a business object summary for an incident.
Action Input Parameters
Parameter | Description | Field Type | Required/Optional | Comments |
|---|---|---|---|---|
Public ID | Enter the public ID of the incident. Example: "102437" | Text | Required |
Example Input
[
{
"public_id": "102475"
}
]