Connecting SailPoint and Ivanti Cherwell Service Desk

The Ivanti Cherwell Service Desk Integration Module (SDIM) helps to perform effective and efficient service management for SailPoint services offered to the organization. It enables customers to create and manage tickets reported from other sources.

You can integrate a SailPoint source with the Ivanti Cherwell Management System for access request and monitoring.

To create the connection:

1. Sign in to SailPoint > Admin interface.
2. Go to Connections > Service Desk. The Service Desk connections page displays.
3. Select Create. The Create Integration page displays.
4. Provide the required information on the General Settings page.
5. Select Continue. The Configure page appears.
6. Provide the Connectivity and Authentication information on the Configure page.
7. Provide the Ticket Creation information on the Configure page.
8. Provide the Status Mapping information on the Configure page.
9. Provide the Requester Source information on the Configure page.
10. Select Continue to save the configuration and review the Summary of the configuration.

General Settings

1. Enter a descriptive Name for the connection.
2. Enter the Description of the connection.
3. Select Integration Type Ivanti Cherwell ITSM SDIM from the drop-down list.

4. Select Incident in the Ticket Type dropdown list.

5. Select the Connection Type:

   • VA-Based Connection Type - Select the VA-Based connection type if you want to use a Virtual Appliance Cluster.
   • SaaS Connection Type - Select the SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

   Notes

   • SaaS Connection types don't support Credential Providers.
   • Once you create an integration, you cannot edit the connection type.

6. (Optional) If Credential Providers are supported for this integration, you can select Use a Credential Provider to use a credential provider configured in your tenant.

7. Enter the name of the Integration Owner.

VA-Based Connection Type

1. Select VA-Based connection type if you want to use a Virtual Appliance Cluster.
2. Select Save.

SaaS Connection Type

1. Select SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

Administrator Settings

1. Select the Enable Debug Logging checkbox to enable the integration to create and send debug log files to SailPoint Support to help troubleshoot issues.

2. If the Enable Debug Logging feature is needed, please contact SailPoint.

   Note

   Enable Debug Logging should not be enabled without SailPoint guidance.

Sources

In the Sources dropdown list, select sources to configure from the available sources. For each source you want to integrate with the Ivanti Cherwell Service Desk system, verify that it is configured for provisioning.

Connectivity and Authentication

In the Configure > Connectivity and Authentication sub-panel, complete all the details required to integrate your Ivanti Cherwell instance with Ivanti Cherwell Service Desk.

1. Enter the URL of the Ivanti Cherwell instance that you are integrating with. For example, https://CSMSiteName.cherwell.com.
2. Select the Authentication Type as OAuth2.
3. Select your Grant Type:
   • Password Grant Type
   • Refresh Token Grant Type

Password Grant Type

1. Select the Grant Type as PASSWORD.
2. Enter the Token URL for generating an access token. For example, https://CSMSiteName.cherwell.com/CherwellAPI/token.
3. Enter the Username with the Service Account username.
4. Enter the Password with the Service Account user's password.
5. Enter the Client ID for OAuth2 authentication.
6. Enter the Client Secret for OAuth2 authentication.

Refresh Token Grant Type

1. Select the Grant Type as REFRESH_TOKEN.
2. Enter the Token URL for generating an access token. For example, https://CSMSiteName.cherwell.com/CherwellAPI/token.
3. Enter a valid Refresh Token.
4. Enter the Client ID for OAuth2 authentication.
5. Enter the Client Secret for OAuth2 authentication.

Documentation Feedback

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