Cherwell IT Service Management
  • 22 Oct 2024
  • 3 Minutes to read
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Cherwell IT Service Management

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Article summary

Cherwell IT Service Management is a service desk platform enabling automation for process workflows, supporting tasks, and related approvals.

Types of Assets Fetched

This adapter fetches the following types of assets:

  • Devices
  • Users
  • Tickets

Parameters

  1. Cherwell Domain (required) - The hostname or IP address of the Cherwell server.

  2. User Name and Password (required) - The user name and the password of a read-only user.

  3. Client ID (required) - Enter the client ID created in the CSM Administrator. For details, see Cherwell - Obtaining API Client IDs.

  4. Field Names Suffix (optional, default: empty) - Specify a common suffix for the various Cherwell fields.

    • If supplied, Axonius will omit the specified suffix when mapping the Cherwell fields to the Axonius device fields.
    • If not supplied, Axonius will not omit the specified suffix when mapping the Cherwell fields to the Axonius device fields. It may impact the mapped fields.
  5. Sleep 1 second every token request - Select this option to wait before sending authentication tokens.

  6. Verify SSL - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

  7. HTTPS Proxy (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain. request** (optional, default: empty) - Select this option to wait before sending authentication tokens.

To learn more about common adapter connection parameters and buttons, see Adding a New Adapter Connection.

Cherwell IT Service Management

Advanced Settings

Note:

Advanced settings can either apply for all connections for this adapter, or you can set different advanced settings and/or different scheduling for a specific connection, refer to ​Advanced Configuration for Adapters

  1. CI Type Name Include List (optional, default: empty) - Specify a comma-separated list of CI types (Configuration Items, such as: computer or mobile device) in Cherwell.
    • If supplied, all connections for this adapter will only collect devices of the CI types provided in this list.
    • If not supplied, all connections for this adapter will not collect any devices of any CI type.
  2. Use Last Reconciled as Last Seen (required, default: False)
    • If enabled, all connections for this adapter will map Cherwell's Last Reconciled field as the device's Last Seen field.
    • If disabled, all connections for this adapter will not map Cherwell's Last Reconciled field as the device's Last Seen field.
  3. Use Last Modified as Last Seen - Select this option to map Cherwell's Last Modified field as the device's Last Seen field.
  4. Fetch Only Deployed Devices (required, default: False)
    • If enabled, all connections for this adapter will fetch only deployed devices.
    • If disabled, all connections for this adapter will fetch all devices types.
  5. Status Include List - Only fetch devices with the following status. Enter a list of status separated by commas.
  6. Add Status To Retired Device Hostnames - Select to add the status as a suffix to host names, when the status is either 'Retired', 'Disposed', or 'Prepared for Disposal'. When the status is added, the hostname will appear 'Windows-PC[Retired]' (for example).
  7. Concatenate Hostname To Device Identifier (default, false) - When you select this option, if there is a change in the Cherwell record hostname field, then a new device is created. Note that for time configured in Delete devices that have not been returned from the source in the last X hours (default 48 hours), it may seem that the number of devices has doubled, but this is rectified after that time has passed.
  8. Advanced fields to show in basic view (Devices) (Custom Schema Entry (JSON)) - You can configure fields that generally appear in 'Advanced' to appear in 'Basic' view for devices. Use these settings to add JSON text that represents the SNAP structure to parse the raw data field to basic view in the GUI.
  9. Advanced fields to show in basic view (Users) (Custom Schema Entry (JSON)) - You can configure fields that generally appear in 'Advanced' to appear in 'Basic' view for users. Use these settings to add JSON text that represents the SNAP structure to parse the raw data field to basic view in the GUI.
  10. Fetch EC Action ticket updates - Select this option to fetch EC action ticket updates.
Note:

For details on general advanced settings under the Adapter Configuration tab, see Adapter Advanced Settings.


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