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Integrate Cherwell

October 26, 2021
Contributed by: 
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Deploy the Cherwell integration template to manage and be notified about changes to incidents and service requests.

We want your feedback! Please provide feedback for this integration template as you use it. For any issues, our team will also monitor our dedicated forum on a daily basis.

For comprehensive details of the out-of-the-box microapp for Cherwell, see Use Cherwell microapps.

Review prerequisites

After you set up this integration with Cherwell, you will need these artifacts to add the integration in Citrix Workspace Microapps:

  • Base URL: https:/{Cherwell_Instance_URL}/CherwellAPI/api/. {Cherwell_Instance_URL} is obtained from Cherwell when purchased.
  • Token URL: https:/{Cherwell_Instance_URL}/CherwellAPI/token. {Cherwell_Instance_URL} is obtained from Cherwell when purchased.
  • Username: This and Password are the credentials of the service account with access to Cherwell.
  • Password: This and Username are the credentials of the service account with access to Cherwell.
  • Client ID: The client ID is the string representing client registration information unique to the authorization server.
  • Client secret: The client secret is a unique string issued when setting up the target application integration.

It is recommended that you always use OAuth 2.0 as your service authentication method where available. OAuth 2.0 ensures that your integration meets the maximum security compliance with your configured microapp.

The integration requires regular access to your Cherwell instance, so we recommend creating a dedicated user account. This account must have the following permissions:

  • Administrator security group

Create Client Id and Client Secret

Before performing this procedure, navigate to https://{ Cherwell_Instance_URL}/CherwellAutoDeploy/ and download Cherwell Service Management and install it.

  1. Log in with your User ID and Password.
  2. On the Cherwell Service Management APP screen, select Security.
  3. Go to Edit REST API client settings.
  4. Select Create new client.

  5. Enter a value for:

    • Name
    • Description
    • Enter 360 for Token lifespan
    • Enter 1440 for **Refresh Token lifespan
    • Select the API Access enabled checkbox.
  6. Select Save current client.
  7. Copy and save the Client Key. This is the value for Client Id and Client Secret for Service Authentication while configuring the integration.

Create Username and Password

Again before performing this procedure, navigate to https://{ Cherwell_Instance_URL}/CherwellAutoDeploy/ and download Cherwell Service Management and install it.

  1. Log in with your User ID and Password.
  2. On the Cherwell Service Management APP screen, select Security.
  3. Select Edit Users.
  4. Select Create new user.

  5. Enter a value for:

    • Login ID
    • Password
    • Confirm password
  6. Select Security Group: Admin, and enter Full name and E-Mail.
  7. Select the Password never expires checkbox.
  8. Select Save current user.

Note:

Add the integration to Citrix Workspace Microapps

Add the Cherwell integration to Citrix Workspace Microapps to connect to your application. This delivers out-of-the-box microapps with pre-configured notifications and actions which are ready to use within your Workspace.

Follow these steps:

  1. From the Microapp Integrations page, select Add New Integration, and Add a new integration from Citrix-provided templates.
  2. Choose the Cherwell tile.
  3. Enter a name for the integration.
  4. Enter Connector parameters.
    • Enter the instance Base URL: https:/{Cherwell_Instance_URL}/CherwellAPI/api/. {Cherwell_Instance_URL} is obtained from Cherwell when purchased.
    • Select an Icon for the integration from the Icon Library, or leave this as the default icon.
  5. Under Service authentication, select OAuth 2.0 from the Authentication method menu and complete the authentication details. The authentication options are preselected. Ensure that these options are selected as you complete the process. Use the OAuth 2.0 security protocol to generate request/authorization tokens for delegated access. It is recommended that you always use OAuth 2.0 as your service authentication method where available. OAuth 2.0 ensures that your integration meets the maximum security compliance with your configured microapp.
    1. Select Resource owner password from the Grant type menu.
    2. Enter password for Grant type value.
    3. Select Request body as Token authorization.
    4. Select URL encoded form as Token content type.
    5. Enter your Token URL: https:/{Cherwell_Instance_URL}/CherwellAPI/token. {Cherwell_Instance_URL} is obtained from Cherwell when purchased.
    6. Enter your Username. This and Password are the credentials of the service account with access to Cherwell.
    7. Enter your Password. This and Username are the credentials of the service account with access to Cherwell.
    8. Enter your Client ID. The client ID is the string representing client registration information unique to the authorization server.
    9. Enter your Client secret. The client secret is a unique string issued when setting up the target application integration.
    10. Select Bearer from the Header Prefix menu.
    11. Under Access Token Parameters enter auth_mode as Name and internal as Value.
  6. Leave the Service Action Authentication toggle as disabled.
  7. Leave the Enable request rate limiting toggle as disabled.
  8. (Optional) Enable the Logging toggle to keep 24 hours of logging for support purposes.
  9. Select Save to proceed.

You are now ready to set and run your first data synchronization. For complete information about synchronization rules, synchronization that does not meet its schedule and veto rules, see Synchronize data.

For more details of API endpoints and table entities, see Cherwell connector specifications.

Use Cherwell microapps

Existing application integrations come with out-of-the-box microapps. Start with these microapps and customize them for your needs.

Create Incident: Allows the user to create an incident.

Notification or Page Use-case workflows
Create Incident page Provides a form to create an incident.

Create Service Request: Create a new service request from the catalog or select predefined service requests templates.

Notification or Page Use-case workflows
Create Service Request page Provides a form to select a predefined template or create a request from the service catalog.

My Open Incidents: View and manage open incidents that the workspace user owns.

Notification or Page Use-case workflows
Incident Created notification When a new incident is created, the owner of the incident receives a notification.
Incident Resolution SLA Thresholds Hit notification When an incident’s resolution SLA is missed, the owner of the incident receives a notification.
Incident Response SLA Thresholds Hit notification When an incident’s response SLA is missed, the owner of the incident receives a notification.
Incident Status Changed notification When an incident’s status is changed, the owner of the incident receives a notification.
My Open Incidents page Provides a list of open incidents owned by the workspace user.
Incident Details page Provides incident details including comments with the option to add comments and withdraw the incident.

My Open Serice Requests: View and manage open service requests that the workspace user owns.

Notification or Page Use-case workflows
Service Request Created notification When a new service request is created, the owner of the incident receives a notification.
Service Request Resolution SLA Thresholds Hit notification When a new service request’s resolution SLA is missed, the owner of the incident receives a notification.
Service Request Response SLA Thresholds Hit notification When a new service request’s response SLA is missed, the owner of the incident receives a notification.
Service Request Status Changed notification When a new service request’s status is changed, the owner of the incident receives a notification.
My Open Service Requests Provides a list of open service requests owned by the workspace user.
Service Request Details Provides service request details including comments with the option to add comments and withdraw the service request.
Integrate Cherwell
October 26, 2021
Contributed by: 
P
October 26, 2021
Contributed by: 
P

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