# 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. > [!NOTE] > > Ivanti Cherwell Service Desk SDIM supports Incident and Service Request ticket types. You can integrate a SailPoint source with the Ivanti Cherwell Management System for access request and monitoring. > [!NOTE] > > **Screenshot** > > [![Service Desk Integrations landing page]()]() **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](<#general-settings>) page. 5. Select **Continue**. The Configure page appears. 6. Provide the [Connectivity and Authentication](<#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 > [!NOTE] > > **Screenshot** > > [![General Settings]()]() > [!NOTE] > > Ensure that the name and description of each connection are unique. Because you can configure multiple source types to use this connection, you should specify the sources in the description. The tickets for those sources will be processed on the managed system while the status of the tickets are synchronized in SailPoint. 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](<#va-based-connection-type>) - Select the **VA-Based** connection type if you want to use a Virtual Appliance Cluster. - [SaaS Connection Type](<#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 > [!NOTE] > > **Screenshot** > > [![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 > [!NOTE] > > **Screenshot** > > [![SaaS Connection Type]()]() 1. Select **SaaS** connection type if you want to create a SaaS application without using a Virtual Appliance Cluster. > [!NOTE] > > When you select the SaaS connection type, the [Enable Debug Logging](<#administrator-settings>) feature is available. It is only supported for Service Desk SaaS integration. #### Administrator Settings > [!NOTE] > > **Screenshot** > > [![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 > [!NOTE] > > **Screenshot** > > [![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. > [!TIP] > > Edit the **Description** field for these sources to indicate they are used in the Ivanti Cherwell Service Desk integration. ## 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](<#password-grant-type>) - [Refresh Token Grant Type](<#refresh-token-grant-type>) ### Password Grant Type > [!NOTE] > > **Screenshot** > > [![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 > [!NOTE] > > **Screenshot** > > [![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.