Cherwell Puns

Hi all, I've done some research here and by and large the response to Cherwell is very negative. We're current customers, and have been talking about moving systems, but because we've recently re-upped our support contract management is wary of moving systems and have asked me to look into situations where people like the product and have had success with it. I'm wondering if there are any Cherwell success stories out there.

We currently use Cherwell for Ticketing and asset management and people don't really seem to like it. And I personally think it's the biggest pile of garbage I've ever used. However, we don't have a Cherwell admins, nor anyone who does development for it. So essentially it has out of the box tools. I've been asked to "explore" some added functionality and making it better - my response was essentially "I'd rather be dead, and I have no interest in leaning to develop for Cherwell"

We're especially looking for added functionality with configuration management and change management if anyone has experience with Cherwell and those features.

Hello All,

I'm getting an error message when trying to publish a blueprint. "Error while attempting to execute instruction: CopyToTemp. anybody have any experience with this error. I thought originally that it may be related to publishing a blueprint created on dev environment on the prod environment, but the lastest one i redid all the changes directly onto prod and still got the error message.

Let's look back at some memorable moments and interesting insights from last year.

Your top 10 posts:

• "Ivanti to Acquire Cherwell to Enable End-to-End Service and Asset Management" by u/DenverBowie
• "Auto-Update - require admin rights?" by u/jwckauman
• "Cherwell upgrades - options? best practices? in-place vs migration?" by u/jwckauman
• "Just recently purchased Cherwell and looking for good beginner strategies" by u/IT_Admins
• "Cherwell integration to Microsoft DevOps" by u/BlackShadow96
• "Anyone attending Cherwell CLEAR 2020 Virtual?" by u/Emrecall
• "How to grab all CI for a given customer and append in an incident" by u/Ars_Obscura
• "Does anyone know a way to automate approval notifications?" by u/The_Gray_Mouser
• "Exporting Grid within a One-Step" by u/beardedbasterrrd
• "Email to Cherwell-monitored platform doesn't create a ticket unless Subject is 100% unique" by u/IrishBro

I’m attempting to probably integrate incident tickets over from cherwell to Microsoft DevOps using a rest API method.

I am completely a beginner at this software and I am trying to figure out the best method to complete this task. Any tips would be great!

So title says it all, we hired an implementation team but I'm trying to continue on my own.

The amount of business objects and the like are incredibly daunting. Is there some kind of guide to help me better understand what each business object is comprised of or how I can better understand the individual components that makes them?

Perhaps even an encyclopedia that has definitions?

My flat mates suggested it as it’s been very hot today. I was wondering if it’s normal/common to do it, and also whether there are any dangers to look out for? For context I’m not used to swimming in rivers as I’m not originally from the UK. Thanks so much!

I am looking to see if I can automate some notifications for turnover notifications. My company uses Cherwell and the sys admin group who maintains aren't super helpful.

Does anyone else encounter this? "Password reset needed" vs "Password reset needed 12-24-2020 John Doe" is what I mean. We've heard this is a known issue but I'm not buying that it can't be fixed. Any ideas? I'm not the Cherwell Admin but have Admin access to the system. The email has to be in the "To:" and not "CC:" line as well or a ticket won't be created. Too many people are wondering why their tickets aren't being created.

The organization I work for is looking for an ESM platform to handle IT, HR, Finance, and Purchasing requests (and probably some other stuff too). We're currently using an ITSM product in IT, but find that it is limited in terms of configuration. Requests for the other departments are being handled either on paper or with some in-house apps. The workflows for the requests all follow the same basic idea: End-user (employee) fills out a form, form gets routed to proper department, work is done on it and then data gets entered into a system of record. We're looking for a platform where we can build all of these workflows and have them live in one place.

I've looked a bit a Cherwell (haven't had a demo yet) but there are some things that are not clear to me:

1. Forms - Is it possible to build forms on custom business objects that have logic in them (show/hide based on other fields, etc.)? Is javascript supported? Is it possible to build a custom interface with html and javascript, for example, if we wanted to build a timesheet app?

2. Integration - Can I call stored procs and do inserts in on-prem SQL databases (the systems of record described above) using business object actions or one-step?

3. Dev instance - Do you know if Cherwell offers a dev instance so I can play around?

Thanks a lot!

Looking for thoughts about Cherwell upgrades. What are the usual options? I'm assuming in-place is the most common upgrade option Cherwell customers use but when do you know it is time to build a new Cherwell application server and migrate your Cherwell environment over from an old app server to the new? What are the benefits of migration over in-place? What are the challenges with migration that make in-place more attractive? Does Cherwell pick up any performance gains when you build a new server OS, and install a clean copy of Cherwell on it? In this scenario, we would keep our database server as-is and only migrate the application server. Does upgrading major versions make a difference in the decision to migrate vs in place? Like if you go from 9.2 to 9.3, you do in-place, but if you go from 9.7 to 10.1, you migrate? Thanks for any expertise & experiences in advance.

Just wanted to warn anyone thinking of investing in Cherwell to run in the opposite direction. Management like it’s reports but the cost of customising it and it’s awful UI just aren’t worth the cost of admission. Find something else to use.

Hello all,

My team and I working within Cherwell, however, there is a very large learning curve and there is a certain scenario I'd like to see about getting some advice and guidance with. I'm very new to Cherwell, so any help is appreciated.

The goal: Within each submitted incident or request, we'd like to have the ability to see the location of customers that submitted the ticket and have the ability to change or modify the location. The goal is to easily identify and modify the location attached to the submitted ticket.

Example: Customer John Doe submits a ticket for a broken computer and a technician will need to be aware where the physical location is for this ticket. Normally, the customer data in Active Directory is attached as being located in Seattle, but the ticket's assistance is for Los Angeles.

Question: How can we add a location field drop-down from within a submitted incident so that a technician working on the ticket can be fully aware where the issue is and modify the location (or select a different location) once it has been created?

The problem is that being very new to Cherwell, I don't even know where to start or what to begin researching. I already tried to look up answers in forums but have come up empty. Our user accounts in Active Directory have the staff's location under "Office" field, but how to be able to see this info in each individually submitted ticket feels like a monumental task I have no idea where to start.

Bear in mind, my job is solely not focused on Cherwell, as I am an IT admin and support technician for the company. What can you recommend on where to even begin to try and get this goal completed? Thank you very much.

Hi,

Cherwell API noob.

I need create a script to change the status of CMDB items that can be used as part of decommissioning.

I don't see a specific API for the CMDB objects in Swagger.

Can someone point me to some documentation that is specific the rest API and managing CMDB items or an example.

Thank you.

G

We want to create incidents in Cherwell automatically from Peoplesoft. Cherwell has an API for REST Messages, anyone done this in particular? Old PSoft guy here, but never done REST.

http://revisionisthistory.com/episodes/15-the-prime-minister-and-the-prof

An educational podcast that takes you through how Lord Cherwell (Churchil's friend) enabled policies that caused the Bengal famine. And how they let it grow to kill millions. Based on Madhusree Mukherjee's book - Churchill's Secret War: The British Empire and the Ravaging of India during World War II.

If you haven't heard Shashi Tharoor's recent podcast about similar topics, here it is: https://www.acast.com/dansnowshistoryhit/aneraofdarkness-thebritishempireinindia-shashitharor

Hi there,

I am down a bit of a rabbit hole with the Zabbix API. I am trying to setup a web service in Cherwell to pull in the Host information to use with the CMDB. I have setup our JIRA connectivity so I feel I am on the correct path, just missing something.

For the webservice I have the URL correct,

https://<our URL>/zabbix/api_jsonrpc.php

Service type is REST - Security type is basic and I have supplied the correct credentials.

The method is where I am stuck.

https://www.zabbix.com/documentation/4.0/manual/api/reference/host/get

Basically I am not sure what to put as the endpoint.

I am going to be passing a 'host' to Zabbix to return that host information as JSON. But for example with JIRA I would have in the method;

rest/api/2/issue/{issueKey]/comment

{issueKey} would be an endpoint parameter set to text and then in Cherwell when I 'call the web service' I pass the parameter of the Jira issue key to that variable and it would go get the comments for that issue.

to pull back the host information I am not sure what to put in the method for the GET, i.e. the endpoint and associated 'Host' parameter.

Does anyone have anything they can offer?

Thanks plenty.

S.