- Overview
- Configuration
Cherwell
Link IT service tickets from Cherwell directly to directory account changes.
Overview
Cherwell is an IT service management (ITSM) platform used for automating service requests, incidents, and change management workflows. Integrating Cherwell with Active Directory using ADManager Plus allows identity-related changes in AD to be reflected in Cherwell, and vice versa. This ensures that user access and identity attributes remain consistent across ITSM operations and directory services—improving service accuracy, speeding up provisioning, and maintaining access control integrity.
Automated onboarding
Create user records in Cherwell when new accounts are added in AD, enabling them to submit or receive service requests immediately.
User updates
Reflect AD-based changes like department or role in Cherwell to ensure accurate ticket routing and workflow assignments.
Deprovisioning sync
Remove or disable users in Cherwell when their AD accounts are offboarded, preventing access to service tools post-exit.
How to configure Cherwell integration in ADManager Plus
Prerequisites:
- Cherwell uses basic authentication credentials to authorize API request
- Authentication credentials required: Username and clientSecret
Privileges:
- To import users (Inbound action): Ensure the account used for authorization has permission to read all user accounts.
- To perform any action or query in Cherwell (Outbound Action): Ensure the account used for authorization has permission to perform the desired action.
Authorization configuration
- Log in to ADManager Plus and navigate to the Automation tab.
- In the left pane, under Configuration, click Application Integrations.
- Under Enterprise Applications, click Cherwell.
- Toggle the Enable Cherwell Integration button on.
- In the Cherwell Configuration page, click Authorization.
- Enter the authentication credentials. Enter clientId as username and clientSecret as password.
- Click Configure.
Inbound webhook configuration
Inbound webhook enables you to fetch user data from Cherwell to ADManager Plus. To configure an inbound webhook for Cherwell:
- Under Inbound Webhook, click Cherwell Endpoint Configuration.
- In the Endpoint Configuration tab, an endpoint,
"Cherwell - Get List of Users ENDPOINT", comes pre-configured
with an Endpoint URL, API Method, Headers, and
Parameters fields to fetch user accounts from Cherwell.
To use this pre-configured endpoint, replace {hostname}
with the domain name of your Cherwell instance in the Endpoint
URL field. If you would like to use a new endpoint to
import users, you can configure one using the + Add API
endpoint button and filling in the required fields as per
Cherwell's API references. Click
here to learn how. Note:
- Authorization Header is preconfigured as a header for authenticating API requests as configured during Authorization Configuration.
- Macros: You can add macros to your endpoint configuration to dynamically change it as per your requirement using the macro chooser component.
- Refer to Cherwell's API references and configure additional headers and parameters, if required.
- Once done, click Test & Save. A response window
will display all the requested parameters that can be fetched using the
API call. Click Proceed. Note:
- Refer to Cherwell's API references to know the Parameters that must be configured to fetch only specific parameters.
- You can configure multiple endpoints for Cherwell using the + Add API endpoint button. Click here to learn how.
- Click Data Source - LDAP Attribute Mapping to match endpoints and to map AD LDAP attributes with the respective attributes in Cherwell.[ADManager Plus also lets you customize attribute format from Cherwell]
- Click + Add New Configuration and perform the
following:
- Enter the Configuration Name and Description and select the Automation Category from the drop-down menu.
- In the Select Endpoint field, select the
desired endpoint and a Primary Key that is
unique to a user (e.g. employeeIdentifier).
Note: When multiple endpoints are configured, this attribute must hold the same value in all the endpoints. - In the Attribute Mapping field, select the attribute from the LDAP Attribute Name drop-down menu and map it with the respective column in Cherwell.
- If you would like to create a new custom format for this, click Mapping Attribute.
- Click Save.
Outbound webhook configuration
Outbound webhook enables you to update the changes made in AD using ADManager Plus to Cherwell or fetch or forward required details from Cherwell and synchronize them with AD. To configure an outbound webhook for Cherwell:
- Under Outbound Webhook, click Cherwell Webhook Configuration.
- Click + Add Webhook.
- Enter a name and description for this webhook.
- Decide on the action that has to be performed and refer to Cherwell's API references for the API details such as the URL, headers, parameters, and other requirements that will be needed.
- Select the HTTP method that will enable you to perform the desired action on the endpoint from the drop-down menu.
- Enter the endpoint URL.
- Configure the Headers, Parameters, and Message Type in the appropriate format based on the API call that you would like to perform.
- Click Test and Save.
- A pop-up window will then display a list of AD users and groups to test the configured API call. Select the desired user or group over which this API request has to be tested and click OK. This will make a real-time call to the endpoint URL, and the selected objects will be modified as per the configuration.
- The webhook response and request details will then be displayed. Verify them for the expected API behavior and click Save.