For AI agents: a documentation index is available at the root level at /llms.txt and /llms-full.txt. Append /llms.txt to any URL for a page-level index, or .md for the markdown version of any page.
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  • Service Management
    • Overview
    • Concierge & Ticketing Capabilities Overview
    • Forms
    • Forms - Integration Specific Guides
    • Live Agent Chat / Handoff
    • Triage
    • Approval Mirroring
    • Ticket Interception
    • Generic Ticketing Integration: Ticket Gateway
  • Administration
    • MyMoveworks
    • Organization Information
    • Roles and Permissions
    • MyMoveworks SSO
  • Moveworks Setup
    • Accessing Moveworks Setup
    • First-Time Login via Magic Link
    • Moveworks Setup Modules
    • Moveworks Setup: Module How To Guides
    • Plugin Management
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    • DSL Fields Defaults
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  • Provision Management
    • Overview
    • Access Software
    • Access Groups
    • Access Account
  • Access Requirements
    • Overview
    • Update Set Modules
    • Ticketing Systems & ITSMs Access
      • ServiceNow Access Requirements
      • ServiceNow for HR Access Requirements
      • Jira Service Desk Permission (On-Prem) Access Requirements
      • Moveworks Jira Application (for Jira Cloud)
      • Jira Service Management (Cloud) - Access Requirements
      • Zendesk Access Requirements
      • Freshservice Access Requirements
      • Freshdesk Access Requirements
      • Salesforce Access Requirements
      • BMC Remedy/Helix Access Requirements
      • BMC Remedyforce Access Requirements
      • Cherwell Access Requirements
      • Ivanti Service Manager Access Requirements
      • ManageEngine (Cloud) Access Requirements
      • ManageEngine (On-Prem) Access Requirements
      • SolarWinds Samange Access Requirements
      • Sysaid Access Requirements
    • Identity and Access Management Systems Access
    • Multi-Factor Authentication (MFA) Systems Access
    • Knowledge Access Requirements
    • Email Distribution List Systems Access
    • Facilities Management Access
    • Live Agent Chat Access
    • HR Information System Access
    • Expense Management Access
    • Calendar Management Access
  • Core Platform
    • User Identity
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    • Overview
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    • Understanding Industry Benchmarks
    • Apps & Services
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    • EXI Common Use Cases
    • Configure EXI
    • Ticket Backpolling
  • Knowledge Studio
    • Overview
    • Knowledge Studio Configuration
    • AI Powered Recommendations
    • Inspecting & Verifying Sources
    • Publishing Articles
    • Creating Knowledge Articles
    • Resolving IT Tickets Guidance
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On this page
  • Why do we need access to your Cherwell Instance?
  • Cherwell Permissions
  • Service account in Production
  • What is this account used for:
  • Service account in test/dev
  • What is this account used for:
Access RequirementsTicketing Systems & ITSMs Access

Cherwell Access Requirements

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Why do we need access to your Cherwell Instance?

The bot will directly perform actions in Cherwell to create, update, and query information about tickets.

Cherwell Permissions

The Moveworks service interacts with your Cherwell platform so that the bot can:

  • monitor tickets for autonomous resolution;
  • reach out to an employee when a ticket needs the employee’s attention;
  • create tickets to log issues the bot has resolved autonomously;
  • create tickets for issues that require an agent’s attention;
  • load Cherwell forms so that the bot can serve them to employees; and
  • read the Cherwell user roster so that the bot can log and assign issues appropriately.

Moveworks specifically needs access to the following Business Objects

  • Customer – to build ITSM roster
  • Incident – to manage ticketing
  • Journal (all subtypes) – to manage comments
  • KnowledgeArticle – to ingest knowledge

Service account in Production

To perform the actions listed above, Moveworks needs one account for the bot on your Cherwell Production instance.

What is this account used for:

A dedicated service account in Cherwell allows the Moveworks service to read and update tickets, and read users, and forms. Ensure this is a local Cherwell account and not linked to Windows authentication.

Share the Client key of this account with your Moveworks Customer Success Engineer.

Service account in test/dev

If you have a Cherwell sandbox instance, replicate the above steps to create a service account in the sandbox.

What is this account used for:

This account is used for testing - please grant access to an instance that is the closest to what is deployed in your prod instance for the Moveworks Team.