Creating Multiple Tickets in Cherwell Service Management system using IdentityIQ

To create multiple tickets in the Cherwell Service Management system using IdentityIQ, add the following attributes in the IdentityIQforIvantiCherwellServiceDesk.xml file:

• multipleTicket: You can specify the following values:

  • true: A separate Ivanti Cherwell Service Desk ticket is created for each line item from the IdentityIQ access request.

  • false (this is the default): A single Ivanti Cherwell Service Desk ticket is created against all line items from the IdentityIQ access request.

    The entries use the following format:

    <entry key='multipleTicket' value='false'/>

• groupTicketBy: You can specify the following values:

  • none: If the attribute is not defined or if the attribute value is other than Application, then IdentityIQ sets this attribute to none.

  • Application (this is the default): If the attribute value is Application and multipleTicket=true, then IdentityIQ access request lines from the same application are moved to a single ticket.

    The entries use the following format:

    <entry key='groupTicketBy' value='Application'/>

For example, you can enter the multipleTicket and groupTicketBy keys in the integration configuration file as follows:

<entry key='multipleTicket' value='true'/>

<entry key='groupTicketBy' value='Application'/>