Cherwell Service Management
Overview
Cherwell Service Management is an ITSM tool that enables organizations to implement, automate, and modernize service and support their IT service delivery processes. Cherwell Service Management is a flexible and scalable solution for organizations to provide faster and more efficient services, improving customer satisfaction.
By synchronizing Cherwell Service Management with Planview Hub, practitioners can collaborate on artifacts each from within their tool of choice, with data and handoffs flowing seamlessly between them.
For example:
- Support uses an ITSM tool such as Cherwell Service Management to report any issues/defects.
- Planview Hub mirrors the Task or Incident to a PPM tool such as Planview PPM Pro where it will be prioritized and developed.
- If the development team requires more information about the problem, the teams can easily transfer additional information back and forth.
- Fixed defects are updated, and the resolution is communicated back to the support team.
Key Features and Benefits
- Synchronizes artifacts across the lifecycle, allowing information to flow freely between Cherwell Service Management and other tools.
- Improves quality of IT services by closely integrating support with other teams.
- Transforms customer support and issue/defect management into a seamless and integrated process.
- Ensures changes in Cherwell Service Management are instantly recorded in the development teams’ tool of choice.
Connector Setup Details
Minimal User Permissions & Hub User
We recommend that you create a new user within your external tool, to be used only for your Hub integration. This is the user information you will enter when setting up your repository connection within Planview Hub. By creating a new user, you will ensure that the correct permissions are granted, and allow for traceability of the modifications that are made by the synchronization.
In general, your user account should have sufficient permissions to create, read, and update artifacts in your repository. However, depending on the use case, your user may need different permissions. For example, if you are only interested in flowing data out of your repository, your user may not need to have full CRUD access, as the 'create' and 'update' permissions may not be needed.
The user must be a member of member of a security group with the same privileges to use the REST API:
To create, view, update, and delete objects in the repository, you must have the relevant privileges for those actions in addition to the API-specific roles. User must be assign to particular security group which have the access that needs to be performed. The access can be given by Administrator to other security group as well. You can restrict operations like incident reporting etc as well. Refer to CSM Documentation Archive and visit Administration for supported version for more details.
Connecting to Cherwell Service Management
Standard Authentication
Required Fields:
- Location/Connection URL
- Example Format: https://example.cherwellondemand.com/CherwellAPI
- Username
- Password
- API Client ID: An API token key associated with the Tasktop client (see Obtaining API Client IDs in the Cherwell Service Management documentation).
- Artifact Location
- The base URL for the browser client. If no URL is provided, the default http://server/CherwellClient will be used.
Person Reconciliation
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Fields Used for Hub’s Default Person Reconciliation Algorithm |
Field Names for Person Reconciliation Extensions (Note that these are case sensitive) |
Label in Cherwell Service Management |
|---|---|---|
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ID |
person-id |
User Record ID |
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Username |
person-username |
User Display Name |
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person-email |
User Email |
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N/A |
person-display-name |
User Public ID |
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N/A |
person-first-name |
User First Name |
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N/A |
person-last-name |
User Last Name |
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N/A |
person-full-name |
User Full Name |
Special Features Supported
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Feature |
Applicable Hub Versions |
Applicable Repository Versions |
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Supported Work Item Types
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Supported Work Item Type |
Applicable Hub Versions |
Applicable Repository Versions |
Unique URL |
|---|---|---|---|
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Task |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
No |
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Incident (Service Request) |
Planview Hub: 24.1.0 and later |
Any supported repository version |
No |
Supported Field Types
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Field Type |
Does Hub support custom fields of this type? |
How is the field type referenced in the repository? |
Sample Repository Fields Supported |
Particular Repository Fields Not Supported |
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Text |
Title |
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Text (Validated) |
Close Code, Type |
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Text (Validated) |
Close Code, Type |
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Logical |
Approval Needed |
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Date |
Due Date |
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Date/Time |
Due Date |
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Number (Decimal) |
Cost |
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Number |
Max Completion Time in Minutes |
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Text (Validated) |
Assigned to ID, Owned by ID |
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Relationship |
Text Owned by Incident, Task Links the Dependent Task, Incident Owns Tasks, Major Incident links Similar |
Read-only Support for remaining fields |
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Text (Rich Text) |
Description |
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String
See Functional LimitationsSupported Containers
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Containers that can synchronize between repositories |
Applicable Hub Versions |
Applicable Repository Versions |
Unique URL? |
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N/A |
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Containers used to define the boundary of a collection |
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N/A |
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Containers used for artifact routing |
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N/A |
Functional Limitations
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Category |
Limitation |
Applicable Hub Versions |
Applicable Repository Versions |
|---|---|---|---|
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Third Party API Limitation |
Text Fields Cherwell's REST API does not preserve the escaping of special characters such as "&" These will be automatically converted to their unescaped format such as "&". |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
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Third Party API Limitation |
Text Fields Cherwell's REST API does not preserve the escaping of special characters such as "&" These will be automatically converted to their unescaped format such as "&". |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
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Third Party API Limitation |
Single Select Fields Dependencies between fields are not properly expressed through the Cherwell REST API. Therefore, some single-select fields will not be presented with options by the connector. |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
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Third Party API Limitation |
Custom Person Fields Cherwell's API does not distinguish between single-select fields and person fields. Custom person fields will displayed by the connector as single-select fields. |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
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Third Party API Limitation |
Empty Values For some field types, the Cherwell REST API does not support setting an empty or null value after the field has been set. In some cases, the field may always have a non-empty value to begin with. This appears to be a limitation on most numeric and boolean fields. |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
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Third Party API Limitation |
Negative Double Values Double fields will sometimes return invalid values for negative values. If the number of integral digits is the maximum allowed for the field in Cherwell, the server will cut off one digit of the field's value when the value is negative. A support request has been created with Cherwell: Support Incident 594967 |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
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Third Party API Limitation |
Artifact Linking Due to limitations in the API for relationships Cherwell, the connector can support writing to only a limited set of Relationship fields. Currently these include "Task Owned by Incident" and "Task Links the Dependent Task" on Tasks, and "Incident Owns Tasks" and "Major Incident links Similar" on Incidents. |
Planview Hub: 24.1.0 and later |
Any supported repository version: |
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Configuration Requirement |
Task Owned by Incident When linking a parent Incident to a Task, Cherwell may require that the "Depends on Title" field on the Task is set to the title of the linked Incident, or it will not allow linking to the Incident. We recommend turning off validation of the "Depends on Title" field on Tasks, otherwise users need to map both the "Depends on Title" field and the "Task Owned by Incident" fields. |
Planview Hub: 24.1.0 and later |
Any supported repository version: |