Cherwell

Learn how to connect Cherwell Service Management to ZigiOps. Supported versions, API key creation, correlation ID setup, and configuration steps.

What is Cherwell integration in ZigiOps?

Cherwell Service Management is an ITSM platform used to manage incidents, change requests, service requests, and other service management processes.

ZigiOps enables secure, agentless integration between Cherwell and ITSM, DevOps, and monitoring systems. Using ZigiOps, Cherwell entities can be synchronized with external platforms to support cross-tool workflows, automated ticket creation, and end-to-end service management processes.

With ZigiOps, Cherwell can:

Exchange incidents, change requests, and service records with external systems
Receive events and alerts from monitoring platforms
Participate in ITSM-to-DevOps and monitoring-to-ITSM workflows
Synchronize data securely without custom scripts or plugins

Which Cherwell versions are supported?

Using a supported version is mandatory.

Product

Supported Deployment Types

Supported Versions

Cherwell Service Management

Server

8.x (or newer)

Are there any environmental prerequisites for Cherwell?

Confirm the prerequisites of the corresponding integration template before continuing, as some templates may not require all environmental prerequisites.

See the Related Templates section at the end of this page.

How do I create an API Key in Cherwell Service Management?

An API key is required to authenticate Cherwell with ZigiOps.

Steps:

Open the Cherwell Administrator application.
Click Security on the left side.
Select Edit REST API Client Settings.
Click File > New to create a new API Key.
Configure the key:
- Enter a Display Name.
- Enable API Access is Enabled.
Save the configuration.

How do I create a Correlation ID field in Cherwell Service Management?

A Correlation ID field is recommended to ensure reliable bi-directional synchronization and record traceability.

Steps:

Open the Cherwell Administrator Application and log in with an administrator account.
Click Create New Blueprint from the Common Tasks pane.
Double-click the desired Business Object.
Click Add Field.
Configure the new field:
- Name - Correlation ID (Internal name is automatically set to CorrelationId; keep the default.)
- Track Changes to the Field - Enabled
- Include in Full-Text Search - Enabled
- Length - 150 (to avoid trimming)
Save and publish the blueprint.

How do I connect Cherwell to ZigiOps?

Cherwell - Connected System Configuration

Follow the steps below to add Cherwell as a connected system in ZigiOps.

Log in to your ZigiOps instance.
Navigate to Connected Systems > Add New System > Cherwell.
Configure the following parameters:
URL Enter the URL of your Cherwell instance. Example: https://cherwell.example.com
Username Enter your Cherwell username.
Password Enter the password for the specified user.
API Token Enter the API key generated earlier.
Proxy Settings (optional) Enable this option if a proxy server is required.
Review the configuration.
Click Save to store the connected system.

Once saved, Cherwell becomes available for use in ZigiOps integration templates.

What are the most common Cherwell integration use cases?

Use case 1: Synchronizing Cherwell incidents with DevOps tools

Cherwell incidents can be synchronized with DevOps platforms such as Jira or Azure DevOps, enabling seamless collaboration between service and development teams.

Use case 2: Forwarding monitoring events to Cherwell

ZigiOps can forward events and alerts from monitoring platforms into Cherwell as incidents, supporting faster incident creation and response.

Use case 3: Cross-ITSM workflows

Cherwell change requests and service records can be synchronized with other ITSM tools, ensuring data consistency across service management environments.