# Cherwell

### 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?

{% hint style="info" %}
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.
{% endhint %}

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

An API key is required to authenticate Cherwell with ZigiOps.

**Steps:**

1. Open the **Cherwell Administrator** application.
2. Click **Security** on the left side.
3. Select **Edit REST API Client Settings**.
4. Click **File > New** to create a new **API Key**.
5. Configure the key:
   * Enter a **Display Name**.
   * Enable **API Access is Enabled**.
6. 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:**

1. Open the **Cherwell Administrator Application** and log in with an administrator account.
2. Click **Create New Blueprint** from the Common Tasks pane.
3. Double-click the desired **Business Object**.
4. Click **Add Field**.
5. 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)
6. 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.

1. Log in to your **ZigiOps** instance.
2. Navigate to **Connected Systems > Add New System > Cherwell**.
3. 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.
4. Review the configuration.
5. 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.

### What integration templates are available for Cherwell?

ZigiOps provides prebuilt integration templates for Cherwell, documented individually in the Integration Catalog.

#### Related Templates

* Cherwell change requests - ServiceNow change requests
* Cherwell incidents - Azure DevOps issues
* Cherwell incidents - Jira tasks
* OBM events - Cherwell incidents

Each template includes:

* Predefined entity and field mappings
* Direction of synchronization
* Entity-specific logic and filters

### Summary

The Cherwell integration in ZigiOps enables:

* Secure, agentless connectivity to Cherwell Service Management
* Support for Cherwell 8.x and newer versions
* Authentication using REST API keys
* Correlation ID-based record traceability
* Ready-to-use templates for ITSM, DevOps, and monitoring workflows


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