The Cherwell Connectors supports both Provisioning and Identity.
- The Provisioning functionalities of this connector enable exporting and importing user accounts and distribution lists on a Cherwell system.
- The Identity functionalities of this connector enable you as an Identity administrator to configure Cherwell as a connected system and then make Identity users part of the Cherwell system. This enables the user or Identity administrator to reset Cherwell account passwords. This also enables you to enable/ disable a user account.
- Functionalities
- Prerequisites
- Creating the Connected System in the Admin UI
- Creating the Connected System in the Studio
- Using the Connected System for Identity
- Configuring for Export
- Configuring for Import
- Lookup Data
Functionalities
Identity Integration
Product Feature |
Supported |
Authenticate User |
No |
Validate User |
Yes |
Enable/Disable User |
Yes |
Reset Password |
Yes |
Expire Password Immediately |
Yes |
Expire Password by Date |
No |
Provisioning Integration
Data Format |
Export |
Create |
Modify |
Delete |
Trigger |
User |
Yes |
Yes |
Yes |
Yes |
No |
Team |
Yes |
Yes |
Yes |
Yes |
No |
Customer |
Yes |
Yes |
Yes |
Yes |
No |
Incident |
Yes |
Yes |
Yes |
Yes |
No |
Task |
Yes |
Yes |
Yes |
Yes |
No |
Prerequisites
The following prerequisites need to be satisfied in order to use Fischer Identity’s Cherwell connector:
- Create a service account.
- Enable API access.
- Configure full permissions to service account for the following “business objects”:
- UserInfo
- TeamInfo
- Task
- CustomerInternal
- Incident
Create Service Account and Configure Rest API
A service account with the appropriate permissions is required to configure the Fischer Identity’s Cherwell connector.
Please note an Admin Account is required in order to create the Service Account and configure the REST API.
The following steps demonstrate how to create a service account and configure the REST API:
- Login to Cherwell using an admin account.
The orange circle top left shows the logged in user has admin rights. - Create the user by pressing the “Security” option and then press “Edit users”
- Create the user under the API security Group.
- Create the client id for this user. It is recommended to have specific client Id(s) for different API users. Click the “Edit REST API client settings” to view the client Id screen.
- Configure the Client Id for the API user. This screen will allow the configuration of the access token lifespan and the refresh token lifespan. Make sure to click the “API access is enabled” option
Configure API Permissions for “Business Objects”
Need access to a Cherwell UI to be able to get this information. This documentation is missing.
Creating the Connected System in the Admin UI
The connected systems detail page is shown below. Only configurations which are specific to Cherwell will be documented below. For an overview of the configuration which are common to all connectors, please refer to our “Link to connected systems guide”.
Connection Information |
|
Service URL |
The URL where the Cherwell Server is hosted |
Client ID |
The client ID created for the API service account during Cherwell configuration. |
Username |
The API Service Account username |
Password |
The API Service Account password |
Client Secret |
The API Service Account client secret, this is not required if not configured on Cherwell. |
Creating the Connected System in Studio
- Log in to the Workflow and Connectivity Studio and click Connectivity Add Systems on the menu bar. The Add Connected Systems window displays.
- Select the Cherwell connected systems from the Type drop-down list. The default values displays.
- Enter the required information. Only configurations which are specific to Cherwell will be documented below. For an overview of the configuration which are common to all connectors, please refer to our “Link to connected systems guide”.
Connection Information |
|
Service URL |
The URL where the Cherwell Server is hosted |
Client ID |
The client ID created for the API service account during Cherwell configuration. |
Username |
The API Service Account username |
Password |
The API Service Account password |
Client Secret |
The API Service Account client secret, this is not required if not configured on Cherwell. |
Using the Connected System for Identity
Perform these procedures to configure the connector.
- Connector Details for Identity
- Identity Password Management
Connector Details for Identity
This table lists values to enter when associating the Identity user with an existing user in the connected systems:
Field |
System Attribute |
Example Value |
Account ID |
busObRecId |
9453bc3d0ee615d20c9ce14f9fbed558385b52c648 |
Login Id |
loginId |
fischerUser |
Using the Connected System for Provisioning
Perform these procedures to configure the connector:
- Configuring for Export
- Configuring for Import
- Connector Details for Provisioning
Note: If the number of records to be processed exceeds one thousand, we recommend configuring the workflow to use bulk mode, which lowers the memory consumption of the system by streaming data to files. Because data is streamed for every task, performance of the workflow execution will be decreased due to increased read-write operations. See the Workflow and Connectivity Studio document for details on how to configure bulk mode.
Configuring for Export
Perform these procedures to configure the connector for data export:
- “Configuring the Export Connector”
- “Configuring the Export Link”
From the Workflow and Connectivity Studio, select the Cherwell UserExport workflow listed under the projects folder if a workflow does not already exist, create an export workflow. See Workflow and Connectivity Studio for details on creating export workflows.
Configure the Export Connector
- In the Design pane, double-click the export object (the first object after the Start object). The Configure Data Source window displays:
From the Configure Plug-In tab, set the properties as required:
Associated Connected System
Select the connected System from the list. The export will be done from this connected system
Data Formats
Select the type of data format to use: User (Default)
DeltaExportMode
Select the type of attribute to export if a change takes place (this works in conjunction with ExportMode when DeltaExport is selected):
- OnlyChangedAttributes - Performs a partial export of only the changed attributes from the last time the query was run.
- ChangedAndMandatoryAttributes (default) - Performs a partial export of both changed and mandatory attributes from the last time the query was run. Mandatory attributes are exported whether they have been changed or not.
- AllAttributes - Performs a full export of all attributes that contain a value.
DynamicConnectedSystem
Select the global variable to use as the dynamic connected system name. This works in conjunction with DynamicConnectedSystemOption when GlobalVariable is selected.
DynamicConnectedSystemOption
Select how to control Dynamic System Support (DSS):
- None - There will not be any Dynamic System Support.
- Transaction-SystemName - The value of the Transaction-SystemName attribute in data will be used as the dynamic connected system. The connected system name must be passed as the value of the attribute Transaction-SystemName; if it is missing in data, the operation will fail.
- GlobalVariable - Select a global variable to use as the dynamic connected system name from the property DynamicConnectedSystem.
ExportEntryByRecordID
Provide the “busObRecId” or “RecID” to export entry
ExportMode
Select the type of data to export:
- FullExport - Exports all attributes
- DeltaExport - Exports changed, mandatory, or all attributes, depending on the DeltaExportMode property setting.
Filter
Specify search criteria to determine the objects to be exported from the Cherwell Connected System. Use the Set Filter button that becomes active to create a filter. See "Set Filter" section for additional information.
Note: The user Data format filtering Can and in some Cases Will provide false results during export. This is an issue on the Cherwell system. Whenever a “modify” is performed on Users it created a new User in the UserInfo data format. This serves as an audit entry. If all the users are exported the result do not contain any false positives.
loginId
Provide the “loginId” to export entry. Only available for User and Customer Data format.
MaxResults
Select the maximum number of results that can be returned
ResultsPerPage
Configuration to control the items to be fetched per page.
(Optional) Select the Attributes tab. Only the standard attributes display:
Modify schema attributes using these buttons.Add
Add additional attributes to the list. The Add New attribute dialog displays. Note: Only attributes that are present in the business Object schema can be added. If they are not in the business Object schema they will be disregarded.
Export
Export the schema list to an XML file.
Import
Imports the schema list from an XML file.
Reset Schema
Resets the schema definition to the default schema prepackaged with the IDM Suite, plus any global variable added.
- (Optional) Select the Appearance tab to change how the Connected System object displays in the Design pane.
- Click OK and save any changes and return to the Workflow and Connectivity Studio
Configure the Export Link
In the Design pane, double-click the export link between the export object (the first workflow object after the Start object) and the Data Mapper The Configure Link window displays.
Element Description Source Attributes
Select the attribute to export
Selected Attributes
Displays default attributes and those attributes that have been selected from the Source Attributes.
Note: The check boxes are used only for delta export operations. These checked attributes will always be exported whether they were changed or not. Usually, the attributes that are selected as mandatory attributes help in identifying or verifying an entry when completing mapping functions.
Format
Displays the Format Date window to specify a data/time format to be applied to the selected date type attribute, for example, StartDate. During export, the attribute’s value is converted to the specified format. See the Format Date steps below for additional information.
Note:
- The format button is only enabled for date attributes
- The Refresh Schema button on the Configure Data Source window’s Attributes tab must be used to refresh the schema and enable the Format button for date attributes
Advanced Settings
Displays the Configure Attributes window for configuring advanced settings for attributes. See the Configure Attributes window on page 39 for additional information
- In the Design pane, double-click the export link between the export object (the first workflow object after the Start object) and the Data Mapper The Configure Link window displays.
- From the Attribute Selection tab, select attributes to export.
- (Optional) Click the Format button to specify a data/time format to be applied to the selected date type attribute. The Format Date window displays.
- Select the include Time check box to add the timestamp with the date
- Select the 24 hour or 12 hour option button and then select the required date/time format.
- Click OK to save the selected format. The configure Link window displays.
- Click Ok to save any changes and return to Workflow and Connectivity Studio window.
- Deploy the workflow by selecting Deploy New Deployment. See the Workflow and Connectivity Studio documentation for details of deployment options.
- Manage and run the deployed workflow from the Admin UI Server See the documentation for details.
Configuring for Import
Perform these procedures to configure the connector for data import:
- Configure the import Connector
- Configure the Import Link
From the Workflow and Connectivity Studio, select the Cherwell UserAdd, UserModify, or UserDelete workflow listed under the projects folder.
If a workflow does not already exist, create an import workflow. See the Workflow and Connectivity Studio documentation for details on creating import workflows.
Configuring the Import Connector
- In the design pane, double-click the import object (the last workflow object). The Configure Data Source window displays:
From the Configure Plug-In tab, set these properties as required:
Element Description Associated Connected System
Select the connected system from the list. The import operation will be done to this connected system.
Data Formats
Select the type of data format to use.
DynamicConnectedSystem
Select the global variable to use as the dynamic connected system name. This works in conjunction with the DynamicConnectedSystemOption when GlobalVariable is selected.
DynamicConnectedSystemOption
Select how to control Dynamic System Support (DSS):
· None – there will not be any Dynamic System Support.
· Transaction-SystemName – The value of the Transaction-SystemName attribute in data will be used as the dynamic connected system. The connected system name must be passed as the value of the attribute Transaction-SystemName; if it is missing in data, the operation will fail.
· GlobalVariable – Select a global variable to use as the dynamic connected system name from the property DynamicConnectedSystem.
See the Dynamic System Support appendix in the Workflow and Connectivity Studio document for additional information.
Id
Enter the attribute that contains the value used to uniquely identity the user account user ID on the connected system. Cherwell store the account Id in the attributes busObRecId, RecID or TeamID (for team’s data format). The attribute will default to busObRecId but must be changed to TeamID if using the teams dataformat.
loginId
Enter the attribute that contains the value used to uniquely identity the user account login ID on the connected system. Cherwell store the login Id
Note: This option is only available for the User and Customer data format. The attribute will default to loginId.
- (Optional) Select the Attributes Only standard attributes display:
Modify schema attributes with the buttons. - (Optional) Select the Appearance tab to change how the Connected System object displays in the Design pane.
- Click OK to save any changes and return to the Workflow and Connectivity Studio window.
Configuring the Import Link
In the design pane, double-click the import link between the import link between the Data Mapper object and the import object (the last workflow object). The Configure Link window displays:
Element Description Source Attributes
Select the attributes to import.
Check for attribute-level auditing
If auditing is enabled and these attributes below are checked, Provisioning will log all events for auditing purposes.
Select Attributes
Displays default attributes and those attributes that have been selected from the source Attributes. Note: The default attributes are those that are commonly used to create a new user.
Format
Displays the Format Date window to specify a data/time format to be imported to the selected date type attribute, for example, StartDate. During import, the attribute’s value is converted from the specified format to the system specific one. See the Format Date steps below for additional information.
Note:
· The format button is only enabled for date attributes
· The Refresh Schema button on the Configure Data Source window’s Attributes tab must be used to refresh the schema and enable the Format button for date attributes
Advanced Settings
Displays the Configure Attributes window for configuring advanced settings for attributes. Under the Encrypted column, check the box of any attribute that needs to be encrypted.
Under the Diff With Target column, check the box of any attribute to update using differencing ( DiffWithTarget, AddDiffWithTarget and RemoveDiffWithTarget).
Audit Key
Select the attribute to associate with the Audit Key.
- From the Attribute Selection tab, select attributes to import.
- (Optional) Select the Appearance tab to change how the link displays in the Design pane.
- Click OK to save any changes and return to the Workflow and Connectivity Studio window.
- Deploy the workflow by selecting Deploy New Deployment. See the Workflow and Connectivity Studio for details of deployment options.
- Manage and run the deployed workflow from the Admin UI Server tab. See the Identity Suite Administration documentation for details.
Configuration Details for Provisioning
Configuration import properties id, loginId( User and Customer data format only) are used by the Provisioning Policy and IdentitytHub features to populate the ACCOUNT_ID, and ACCOUNT_USERNAME columns of the FISC_USER_ACCOUNT table of the Product database. See the ‘Provisioning Policy’ and ‘Provisioning Using the IdenittyHub” chapters of the Idenitty Suite Administration Guide for details.
Configuration Import Properties
Identity Property |
System Attribute |
Id |
busObRecId, RecID, TeamID(Team data format) |
Login Id |
loginId (User and Customer data format only) |
Connector Supported Data Formats
User Data Format
We can use this data format in import mode to manage OBO users. User management includes add/modify/delete user, manage user attributes and user team memberships.
The items in the MV (Multiple values), Export, Create, Modify, and Delete columns have these meanings:
- Y = Yes (Attribute is supported for this operation)
- N = No (Attribute is not supported for this operation)
- Y* = Required (attribute is mandatory for this operation)
- NA = Not Applicable
Name |
MV |
Export |
Create |
Modify |
Delete |
Description |
ldapRequired |
N |
Y |
Y |
Y |
N |
Boolean, is LDAP required |
securityGroupId |
N |
Y |
Y* |
Y |
N |
The security Group |
displayName |
N |
Y |
Y |
Y |
N |
The display Name in Cherwell |
accountLocked |
N |
Y |
Y |
Y |
N |
Boolean, Determine if the account is locked, default false |
passwordNeverExpires |
N |
Y |
Y |
Y |
N |
Boolean, Determine if the password expires |
userCannotChangePassword |
N |
Y |
Y |
Y |
N |
Boolean Determine if the user can change the password |
recordId |
N |
Y |
N |
N |
N |
The record id, it’s the same as busObRecId, RecID |
publicId |
N |
Y |
N |
N |
N |
The public id, this corresponds with user Full Name |
shortDisplayName |
N |
Y |
N |
N |
N |
The user short display name |
userMustResetPasswordAtNextLogin |
N |
Y |
N |
N |
N |
Determine that the user must change the password next time they log in. |
createDateTime |
N |
Y |
N |
N |
N |
The creation date time |
lastPasswordResetDate |
N |
Y |
N |
N |
N |
Date of last password reset |
lastResetDateTime |
N |
Y |
N |
N |
N |
The date time when the last reset was performed |
busObRecId |
N |
N |
N |
Y* |
N |
The business record id for the user. Same as RecID |
busObPublicId |
N |
N |
N |
Y |
N |
The public business object public Id |
loginId |
N |
N |
Y* |
Y |
N |
The login Id |
nextPasswordResetDate |
N |
N |
Y |
Y |
N |
Set the next time the user must change the password |
password |
N |
N |
Y* |
Y |
N |
The user password |
userMustChangePasswordAtNextLogin |
N |
N |
Y |
Y |
N |
Boolean, Determine if the user must change the password next login |
windowsUserId |
N |
N |
Y |
Y |
N |
Specify if user is a widows User. |
RecID |
N |
Y |
N |
Y |
Y* |
The unique identifier for the record |
CreatedDateTime |
N |
Y |
N |
N |
N |
When the record was created |
CreatedBy |
N |
Y |
N |
N |
N |
The name of the user who created the record |
CreatedByID |
N |
Y |
N |
N |
N |
The ID of the user who created the record |
LastModifiedDateTime |
N |
Y |
N |
N |
N |
When the record was last modified |
LastModBy |
N |
Y |
N |
N |
N |
The name of the user who last modified the record |
LastModifiedByID |
N |
Y |
N |
N |
N |
The ID of the user who last modified the record |
FullName |
N |
Y |
Y* |
Y |
N |
User Full Name |
FirstName |
N |
Y |
Y |
Y |
N |
First name |
MiddleInitial |
N |
Y |
Y |
Y |
N |
Middle initial |
LastName |
N |
Y |
Y |
Y |
N |
Last Name |
Department |
N |
Y |
Y |
Y |
N |
Validated from Department. Department Name, Stores foreign key |
Phone |
N |
Y |
Y |
Y |
N |
Phone |
N |
Y |
Y |
Y |
N |
||
CellPhone |
N |
Y |
Y |
Y |
N |
Cell Phone |
FaxNumber |
N |
Y |
Y |
Y |
N |
Fax Number |
Manager |
N |
Y |
Y |
Y |
N |
Manager Full Name. Validated from UserInfo.FullName |
Comments |
N |
Y |
Y |
Y |
N |
Comments |
DefaultTeamName |
N |
Y |
Y |
Y |
N |
Default Team Name |
DefaultTeamID |
N |
Y |
Y |
Y |
N |
Default TeamID |
LastModTimeStamp |
N |
Y |
N |
N |
N |
Last Modified TimeStamp |
ShowInSalespersonList |
N |
Y |
Y |
Y |
N |
Boolean, Show in Salesperson List |
Availability |
N |
Y |
Y |
Y |
N |
Availability |
System_LDAPPath |
N |
Y |
Y |
Y |
N |
This is a field used by the system to store the original LDAP path when an object is imported. |
Office |
N |
Y |
Y |
Y |
N |
Office |
EmployeeID |
N |
Y |
Y |
Y |
N |
The Employee ID |
SAMAccountName |
N |
Y |
Y |
Y |
N |
SAM Account Name |
ManagerEmail |
N |
Y |
Y |
Y |
N |
Manager Email, will be updated by system when setting Manager |
StartDate |
N |
Y |
Y |
Y |
N |
Vacation Start Date |
EndDate |
N |
Y |
Y |
Y |
N |
Vacation End Date |
PostalCodeZip |
N |
Y |
Y |
Y |
N |
Postal Code Zip |
HomePhone |
N |
Y |
Y |
Y |
N |
Home Phone |
Address |
N |
Y |
Y |
Y |
N |
Address |
City |
N |
Y |
Y |
Y |
N |
City |
ProvinceStateName |
N |
Y |
Y |
Y |
N |
Province/State Name |
WebSite |
N |
Y |
Y |
Y |
N |
Web site |
LanguageLocale |
N |
Y |
Y |
Y |
N |
Language Locale |
LanguageName |
N |
Y |
Y |
Y |
N |
Language Name |
TimeZoneOffset |
N |
Y |
Y |
Y |
N |
TimeZoneOffset |
ManagerID |
N |
Y |
Y |
Y |
N |
Manager ID, will be updated by system when setting Manager |
CreatedCulture |
N |
Y |
Y |
Y |
N |
The culture in which this BusOb was created, Defaults to current culture |
CKCSRole |
N |
Y |
Y |
Y |
N |
CKCS Role. Validated from CKCS Role.CKCS Role |
CKCSCoach |
N |
Y |
Y |
Y |
N |
CKCS Coach. Validated from UserInfo.Full Name |
CKCSCoachID |
N |
Y |
Y |
Y |
N |
CKCS Coach ID, will be updated by system when setting CKCSCoach |
LocationCode |
N |
Y |
Y |
Y |
N |
Location Code |
DelegateName |
N |
Y |
Y |
Y |
N |
Delegate Name. Validated from UserInfo.FullName |
DelegateID |
N |
Y |
Y |
Y |
N |
Delegate ID. Validated from UserInfo.RecID. Will be auto-populated when setting DelegateName |
teams->teamId |
Y |
Y |
Y* |
Y* |
N |
The Team ID that the user is part of |
teams->teamName |
Y |
Y |
N |
N |
N |
The team Name |
teams-> setAsDefaultTeam |
Y |
N |
Y* |
Y* |
N |
Specify if this is the default team for the user |
teams-> isTeamManager |
Y |
N |
Y* |
Y* |
N |
Specify if the user is the team manager |
Teams-> userRecId |
Y |
N |
N |
Y* |
N |
The user record Id(accountId) |
Important:
- The teams attribute is an array of team objects.
- Values that are evaluated on other tables WILL fail if the passed variable is not correct or fails validation
Team Data Format
We can use this data format in import mode to manage Teams/WorkGroups. Teams referred to a group of OBO Users. WorkGroups refer to a group of Customers. Team management includes add/modify/delete team/workgroups.
The items in the MV (Multiple values), Export, Create, Modify, and Delete columns have these meanings:
- Y = Yes (Attribute is supported for this operation)
- N = No (Attribute is not supported for this operation)
- Y* = Required (attribute is mandatory for this operation)
- NA = Not Applicable
Name |
MV |
Export |
Create |
Modify |
Delete |
Description |
RecID |
N |
Y |
N |
N |
N |
The unique identifier for the record |
TeamID |
N |
Y |
N |
Y* |
Y* |
The team id for the record |
Name |
N |
Y |
N |
N |
N |
Name |
Description |
N |
Y |
Y |
Y |
N |
Description |
Image |
N |
Y |
Y |
Y |
N |
Image |
Type |
N |
Y |
N |
N |
N |
Default: User, Validated from Team Info Type.Type, Stores foreign key |
IsUserTeam |
N |
Y |
N |
N |
N |
Is User Team |
IsCustomerWorkGroup |
N |
Y |
N |
N |
N |
Is Customer Work Group |
EmailAlias |
N |
Y |
Y |
Y |
N |
Email Alias |
LastModDateTime |
N |
Y |
N |
N |
N |
Last Modified Date Time |
LastModBy |
N |
Y |
N |
N |
N |
The name of the user who last modified the record |
LastModByID |
N |
Y |
N |
N |
N |
The ID of the user who last modified the record |
CreatedCulture |
N |
Y |
N |
N |
N |
The culture in which this BusOb was created. Defaults to current Culture. |
Tower |
N |
Y |
N |
N |
N |
Validated from SCJ Tower.Tower |
PrimaryModule |
N |
Y |
N |
N |
N |
Validated from SCJ Team Module.Module |
ServiceProvider |
N |
Y |
N |
N |
N |
Validated from Service Provider.Service Provider |
ServiceProviderID |
N |
Y |
N |
N |
N |
Service Provider ID |
OLAID |
N |
Y |
N |
N |
N |
OLA (organization-level agreements) ID |
VendorTeam |
N |
Y |
N |
N |
N |
Vendor Team |
LocationCode |
N |
Y |
N |
N |
N |
Location Code |
CreatedDateTime |
N |
Y |
N |
N |
N |
Date time when the record was created |
CreatedBy |
N |
Y |
N |
N |
N |
The name of the user who created the record |
CreatedByID |
N |
Y |
N |
N |
N |
The ID of the user who created the record |
TeamOwner |
N |
Y |
N |
N |
N |
Validated from UserInfo.Full Name, Auto-filled |
TeamOwnerEmail |
N |
Y |
N |
N |
N |
Validated from UserInfo.Email, Auto-filled |
teamName |
N |
N |
Y |
Y |
N |
The team Name |
teamType |
N |
N |
Y |
Y |
N |
The team type: · User · CustomerWorkGroup
|
Task Data Format
We can use this data format in import mode to manage Task Business Object. Task management includes add/modify/delete task.
The items in the MV (Multiple values), Export, Create, Modify, and Delete columns have these meanings:
- Y = Yes (Attribute is supported for this operation)
- N = No (Attribute is not supported for this operation)
- Y* = Required (attribute is mandatory for this operation)
- Y** = Conditionally Required. Depending on the action. The API requires this input
- NA = Not Applicable
Name |
MV |
Export |
Create |
Modify |
Delete |
Description |
busObPublicId |
N |
Y |
N |
Y |
N |
The public business object Id |
busObRecId |
N |
Y |
N |
Y* |
N |
The business object Id |
RecID |
N |
Y |
N |
Y |
Y* |
The unique identifier for the record, Same as busObRecId |
CreatedDateTime |
N |
Y |
N |
N |
N |
When the record was created |
CreatedBy |
N |
Y |
N |
N |
N |
The name of the user who created the record |
CreatedByID |
N |
Y |
N |
N |
N |
The ID of the user who created the record |
CreatedByEmail |
N |
Y |
N |
N |
N |
Default: CurrentUserEmail() |
LastModifiedDateTime |
N |
Y |
N |
N |
N |
When the record was last modified |
LastModifiedBy |
N |
Y |
N |
N |
N |
The name of the user who last modified the record |
LastModifiedByID |
N |
Y |
N |
N |
N |
The ID of the user who last modified the record |
OwnedByTeam |
N |
Y |
Y |
Y |
N |
The name of the team that owns the record. Validated from Team Info.Name, Auto-filled |
OwnedByTeamID |
N |
Y |
Y |
Y |
N |
The ID of the team that owns this record |
OwnedBy |
N |
Y |
Y |
Y |
N |
The name of the user who owns the record. Validated from UserInfo.Full Name, Auto-filled, Stores foreign key |
OwnedByID |
N |
Y |
Y |
Y |
N |
The ID of the user who owns this record. Category=System, Validated from UserInfo.RecID, Auto-filled |
OwnedByEmail |
N |
Y |
Y |
Y |
N |
Owner Email |
TaskID |
N |
Y |
N |
Y |
N |
The task ID |
Type |
N |
Y |
Y |
Y |
N |
Task type. Default: Work Item, Validated from Task Type.TaskType, Stores foreign key. |
Description |
N |
Y |
Y |
Y |
N |
Task Description |
StartDateTime |
N |
Y |
Y |
Y |
N |
Task Start time |
ParentRecID |
N |
Y |
Y |
Y |
N |
Task Parent Record Id |
ParentTypeID |
N |
Y |
Y |
Y |
N |
Parent Type id |
LastModTimeStamp |
N |
Y |
Y |
Y |
N |
Last Mod Time Stamp |
AssignedToID (deprecated) |
N |
Y |
Y |
Y |
N |
Assigned To ID |
AssignedTo (deprecated) |
N |
Y |
Y |
Y |
N |
Name of User assigned to. Validated from UserInfo.Full Name, Stores foreign key. |
AssignedToTeamID (deprecated) |
N |
Y |
Y |
Y |
N |
Assigned To Team ID |
AssignedToTeam (deprecated) |
N |
Y |
Y |
Y |
N |
Assigned To Team. Validated against team table |
Notes (deprecated) |
N |
Y |
Y |
Y |
N |
Notes |
AcceptedByID |
N |
Y |
Y |
Y |
N |
Accepted By ID |
AcknowledgedBy |
N |
Y |
N |
N |
N |
Acknowledged By. Validated from UserInfo.Full Name, Auto-filled, Stores foreign key |
AcknowledgedDateTime |
N |
Y |
N |
N |
N |
Acknowledged Date Time |
AcknowledgedComment (deprecated) |
N |
Y |
Y |
Y |
N |
Acknowledged Comment |
ResolvedByID |
N |
Y |
Y |
Y |
N |
Resolved By ID |
ResolvedBy (deprecated) |
N |
Y |
Y |
Y |
N |
Resolved By. Validated from UserInfo.Full Name, Stores foreign key |
ResolvedDateTime (deprecated) |
N |
Y |
N |
N |
N |
Resolved Date Time |
CloseCode |
N |
Y |
Y** |
Y** |
N |
Close Code. Conditionally Required, Validated from Completion Code.Code, Stores foreign key |
CompletionDetails |
N |
Y |
Y |
Y |
N |
Completion Details |
Availability (deprecated) |
N |
Y |
Y |
Y |
N |
Availability |
Email (deprecated) |
N |
Y |
Y |
Y |
N |
|
Phone (deprecated) |
N |
Y |
Y |
Y |
N |
Phone |
CellPhone |
N |
Y |
Y |
Y |
N |
Cell Phone |
LimitAssigneeByTeam (deprecated) |
N |
Y |
Y |
Y |
N |
Limit Assignee By Team, Validated against team |
ParentTypeName |
N |
Y |
Y |
Y |
N |
Parent Type Name |
ParentPublicID |
N |
Y |
Y |
Y |
N |
Parent PublicID |
TaskOrder (deprecated) |
N |
Y |
Y |
Y |
N |
Used to keep things in order, especially when multi-tasked service requests, changes, or releases are being used. |
ParentActivity (deprecated) |
N |
Y |
Y |
Y |
N |
Parent Activity. Validated from Parent Activity.Activity, Stores foreign key |
ActivityOrder (deprecated) |
N |
Y |
Y |
Y |
N |
Activity Order |
ParentActivityOrder (deprecated) |
N |
Y |
Y |
Y |
N |
Parent Activity Order |
TaskActive (deprecated) |
N |
Y |
Y |
Y |
N |
If task is active |
DependsOnStatus (deprecated) |
N |
Y |
Y |
Y |
N |
Depends on status |
Name (deprecated) |
N |
Y |
Y |
Y |
N |
Task Name |
EndDateTime |
N |
Y |
Y |
Y |
N |
End time |
Location (deprecated) |
N |
Y |
Y |
Y |
N |
Location |
Title |
N |
Y |
Y* |
Y |
N |
The title, Conditionally Read-only |
ClosedBy |
N |
Y |
Y |
Y |
N |
Closed By |
ClosedByID |
N |
Y |
Y |
Y |
N |
Closed by Id, The current user if closing task |
ClosedDateTime |
N |
Y |
Y |
Y |
N |
Closed value. Current date time when closing |
Signoff (deprecated) |
N |
Y |
Y |
Y |
N |
Category=Deprecated, Validated from Task Signoff.Signoff, Stores foreign key |
ApproverComments (deprecated) |
N |
Y |
Y |
Y |
N |
Approver Comments |
ApprovalNeeded (deprecated) |
N |
Y |
Y |
Y |
N |
Approval Needed |
DependencyParent (deprecated) |
N |
Y |
Y |
Y |
N |
Dependency Parent |
Temp_Dependency (deprecated) |
N |
Y |
N |
Temporary dependency |
||
Status |
N |
Y |
Y* |
Y |
N |
Current task status. Default: New, Validated from Task Status.Status, Stores foreign key |
StatusDescription |
N |
Y |
Y |
Y |
N |
Status Description, will be auto-populated after setting status |
NextStatus |
N |
Y |
Y |
Y |
N |
Next Status will be auto-populated after setting status |
NextStatusText |
N |
Y |
Y |
Y |
N |
Next Status Text will be auto-populated after setting status |
NextStatusOneStep |
N |
Y |
Y |
Y |
N |
Next Status OneStep, will be auto-populated after setting status |
StatusID |
N |
Y |
Y |
Y |
N |
Status ID will be auto-populated after setting status |
NoOneStep |
N |
Y |
Y |
Y |
N |
No One Step |
SelectedStatus |
N |
Y |
Y |
Y |
N |
Selected Status. Validated from Task Status.Status, Stores foreign key |
ForFutureDateTime |
N |
Y |
Y |
Y |
N |
For Future Date Time |
TrackTime |
N |
Y |
Y |
Y |
N |
Track Time |
TimeSpent |
N |
Y |
Y |
Y |
N |
Time Spent |
DueDate |
N |
Y |
Y |
Y |
N |
Due Date |
DependsOnTitle |
N |
Y |
Y |
Y |
N |
Depends On Title. Validated from Task.Title, Auto-filled, Stores foreign key |
DependsOnID |
N |
Y |
Y |
Y |
N |
Depends On ID, auto populated when adding dependsOnTitle |
DependsOnRecID |
N |
Y |
Y |
Y |
N |
Depends On RecID, auto populated when adding dependsOnTitle |
DependencyMet |
N |
Y |
Y |
Y |
N |
Dependency Met |
HoldReason |
N |
Y |
Y** |
Y** |
N |
Hold Reason. Conditionally Required, Validated from Task Hold Reason.Hold Reason, Stores foreign key |
HoldReviewDate |
N |
Y |
N |
N |
N |
Hold Review Date |
HoldDate |
N |
Y |
N |
N |
N |
Hold date |
ReassignedTo |
N |
Y |
Y |
Y |
N |
Reassigned To. Validated from UserInfo.Full Name, Stores foreign key |
ReassignedToTeam |
N |
Y |
Y |
Y |
N |
Reassigned To Team. Validated from the team table |
ReassignedToTeamID |
N |
Y |
Y |
Y |
N |
Reassigned To Team ID |
Temp_status_set |
N |
Y |
Y |
Y |
N |
Temp status set |
Cost |
N |
Y |
Y |
Y |
N |
Cost |
Supplier |
N |
Y |
Y |
Y |
N |
Supplier |
SupplierID |
N |
Y |
Y |
Y |
N |
The unique ID of the Supplier. Validated from Supplier.RecID |
JoinDepName |
N |
Y |
Y |
Y |
N |
Join Dep Name |
JoinDepID |
N |
Y |
Y |
Y |
N |
Join Dep ID |
JoinRecID |
N |
Y |
Y |
Y |
N |
The Rec ID from the join table |
WURecID |
N |
Y |
Y |
Y |
N |
Wu (work units) RecID |
CreatedCulture |
N |
Y |
Y |
Y |
N |
The culture in which this BusOb was created. Defaults to current culture |
BusinessHours |
N |
Y |
Y |
Y |
N |
Business Hours |
MaxCompletionTimeInMinutes |
N |
Y |
Y |
Y |
N |
Max Completion Time in Minutes |
ServiceProvider |
N |
Y |
Y |
Y |
N |
Service Provider |
ServiceProviderID |
N |
Y |
Y |
Y |
N |
Service Provider ID |
SLAID |
N |
Y |
Y |
Y |
N |
SLA ID |
ParentPriority |
N |
Y |
Y* |
Y |
N |
Parent Priority |
ParentIncidentType |
N |
Y |
Y |
Y |
N |
Parent Incident Type |
SLATargetTimeID |
N |
Y |
Y |
Y |
N |
SLA Target Time ID |
Stat_DateTimeInProgress |
N |
Y |
Y |
Y |
N |
stat_DateTime Acknowledged |
State_DateTimeClosed |
N |
Y |
Y |
Y |
N |
stat_DateTime In Progress |
Stat_DateTimeClosed |
N |
Y |
Y |
Y |
N |
stat_DateTime Closed. Close value current Date time |
OLARespondByGood |
N |
Y |
Y |
Y |
N |
OLA Respond By Good |
OLAResolutionGood |
N |
Y |
Y |
Y |
N |
OLA Resolution Good |
OLARespondByBreached |
N |
Y |
Y |
Y |
N |
OLA Respond By Breached |
OLAResolutionBreached |
N |
Y |
Y |
Y |
N |
OLA Resolution Breached |
OLATitle |
N |
Y |
Y |
Y |
N |
OLA Title |
LocationSpecific |
N |
Y |
Y |
Y |
N |
Location Specific |
LocationCode |
N |
Y |
Y |
Y |
N |
Location Code. Validated from Location.Location Code |
OLARespondByDeadline |
N |
Y |
Y |
Y |
N |
OLA Respond By Deadline |
OLAResolutionDeadline |
N |
Y |
Y |
Y |
N |
OLA Resolution Deadline |
OnHoldStart |
N |
Y |
Y |
Y |
N |
On Hold Start |
OnHoldEnd |
N |
Y |
Y |
Y |
N |
On Hold End |
Tmp_OnHold |
N |
Y |
Y |
Y |
N |
tmp_On Hold |
OnHoldPreviousStatus |
N |
Y |
Y |
Y |
N |
On Hold Previous Status |
TaskDurationInHours |
N |
Y |
Y |
Y |
N |
Task Duration In Hours |
MinorEnhancementTask |
N |
Y |
Y |
Y |
N |
Minor Enhancement Task |
TitleNotes |
N |
Y |
Y |
Y |
N |
Title Notes |
Important:
- Task Data format has a few attributes marked as deprecated. These attributes are still in use and are handled properly. In the future if they are removed from the business Object schema from Cherwell. The connector will still work fine and the attributes will be disregarded.
- Values that are evaluated on other tables WILL fail if the passed variable is not correct or fails validation
Customer Data Format
We can use this data format in import mode to manage regular users. Customer management includes add/modify/delete user, manage user attributes and user team memberships.
The items in the MV (Multiple values), Export, Create, Modify, and Delete columns have these meanings:
- Y = Yes (Attribute is supported for this operation)
- N = No (Attribute is not supported for this operation)
- Y* = Required (attribute is mandatory for this operation)
- NA = Not Applicable
Name |
MV |
Export |
Create |
Modify |
Delete |
Description |
busObPublicId |
N |
Y |
N |
Y |
N |
The public business object Id |
busObRecId |
N |
Y |
N |
Y* |
N |
The business object Id |
RecID |
N |
Y |
N |
Y |
Y* |
The unique identifier for the record, Same as busObRecId |
CustomerTypeID |
N |
Y |
Y* |
Y |
N |
The ID of the type of business object in the group |
CustomerTypeName |
N |
Y |
Y |
Y |
N |
The displayable name of the type of business object in the group |
CreatedDateTime |
N |
Y |
N |
N |
N |
When the record was created |
CreatedBy |
N |
Y |
N |
N |
N |
The name of the user who created the record |
CreatedByID |
N |
Y |
N |
N |
N |
The ID of the user who created the record |
LastModTimeStamp |
N |
Y |
N |
N |
N |
Time stamp used for full-text indexing update |
FullName |
N |
Y |
Y* |
Y |
N |
The customer's full name including prefix, first, middle, last and suffix. |
NamePrefix |
N |
Y |
Y |
Y |
N |
The honorific in front of a name. (ex: Mr., Mrs., Dr.). Generally determined automatically from the Full name. |
FirstName |
N |
Y |
Y |
Y |
N |
The customer's first name. Generally determined automatically from the Full name. |
MiddleName |
N |
Y |
Y |
Y |
N |
The customer's middle name or names. Generally determined automatically from the Full name. |
LastName |
N |
Y |
Y |
Y |
N |
The customer's last name. Generally determined automatically from the Full name. |
NameSuffix |
N |
Y |
Y |
Y |
N |
The suffix that appears after the customer's name, if any (ex: Jr., III). Generally determined automatically from the Full name. |
Notes |
N |
Y |
Y |
Y |
N |
Any arbitrary notes to store about this customer. |
Phone |
N |
Y |
Y |
Y |
N |
Customer's phone number. |
N |
Y |
Y |
Y |
N |
Customer's e-mail address. |
|
WebSite |
N |
Y |
Y |
Y |
N |
The customer's web site (if any). This is temporary until full related addresses are supported. |
Department |
N |
Y |
Y |
Y |
N |
The default Department for the Customer. Validated from Department.Department Name |
LocationType |
N |
Y |
Y |
Y |
N |
Location type. Validated from Customer Internal LocationType.LocationType, Stores foreign key |
LocationNumber |
N |
Y |
Y |
Y |
N |
Floor/Room Number |
NetworkID |
N |
Y |
Y |
Y |
N |
The network login id |
LastModDateTime |
N |
Y |
N |
N |
N |
When the record was last modified |
LastModBy |
N |
Y |
N |
N |
N |
The name of the user who last modified the record |
LastModByID |
N |
Y |
N |
N |
N |
The ID of the user who last modified the record |
VIP |
N |
Y |
Y |
Y |
N |
VIP |
Address1 |
N |
Y |
Y |
Y |
N |
Address 1 |
City |
N |
Y |
Y |
Y |
N |
Default City for the Customer record. |
Address2 |
N |
Y |
Y |
Y |
N |
Address 2 |
Mobile |
N |
Y |
Y |
Y |
N |
Mobile Phone Number. |
MobileCarrierName |
N |
Y |
Y |
Y |
N |
Mobile Carrier Name. Validated from Mobile Carrier.Name, Stores foreign key |
MobileCarrierDomain |
N |
Y |
Y |
Y |
N |
Mobile Carrier Domain, Populated when configuring MobileCarrierName |
MobileCarrierPrepend |
N |
Y |
Y |
Y |
N |
Mobile Carrier Prepend, Populated when configuring MobileCarrierName |
ProvinceStateCode |
N |
Y |
Y |
Y |
N |
Province State Code. Validated from Postal Code.State/Province Abbreviation. |
PostalCodeZip |
N |
Y |
Y |
Y |
N |
Postal Zip Code |
Building |
N |
Y |
Y |
Y |
N |
Building |
Room |
N |
Y |
Y |
Y |
N |
Room |
EmployeeStatus |
N |
Y |
Y |
Y |
N |
Employee Status, Validated from Customer Internal Employee Status.Employee Status, Stores foreign key |
FaxNumber |
N |
Y |
Y |
Y |
N |
Fax Number |
Manager |
N |
Y |
Y |
Y |
N |
Manager Full Name. Validated from Customer – Internal.FullName. Validation is not enforced to allow LDAP imports to populate the Manager even before the manager's record has been imported the first time. |
Office |
N |
Y |
Y |
Y |
N |
mapped to the PhysicalDeliveryOfficeName attribute |
SAMAccountName |
N |
Y |
Y |
Y |
N |
SAM Account Name |
LastSurveyScore |
N |
Y |
Y |
Y |
N |
Last Survey Score |
LastSurveyDate |
N |
Y |
Y |
Y |
N |
Last Survey Date |
Status |
N |
Y |
Y |
Y |
N |
Status, Validated from Customer Status.Status, Stores foreign key |
LeadConversionDate (deprecated) |
N |
Y |
Y |
Y |
N |
Lead Conversion Date |
CustomerConversionDate (deprecated) |
N |
Y |
Y |
Y |
N |
Customer Conversion Date |
Qualification_Interest (deprecated) |
N |
Y |
Y |
Y |
N |
Qualification Interest |
Qualification_PainPoints (deprecated) |
N |
Y |
Y |
Y |
N |
Qualification PainPoints |
Qualification_Competitors (deprecated) |
N |
Y |
Y |
Y |
N |
Qualification Competitors |
Qualification_FiscalYearEnd (deprecated) |
N |
Y |
Y |
Y |
N |
Qualification FiscalYearEnd |
Qualification_LikesDislikes (deprecated) |
N |
Y |
Y |
Y |
N |
Qualification_LikesDislikes |
Sys_temp (deprecated) |
N |
Y |
Y |
Y |
N |
not stored. used for one-step temporary variable storage |
Country |
N |
Y |
Y |
Y |
N |
Country |
CountryCode |
N |
Y |
Y |
Y |
N |
Country Code |
ProvinceStateName |
N |
Y |
Y |
Y |
N |
Province/State NameProvince/State Name |
Title |
N |
Y |
Y |
Y |
N |
Title |
System_LDAPPath |
N |
Y |
Y |
Y |
N |
This is a field used by the system to store the original LDAP path when an object is imported. |
SecretQuestion |
N |
Y |
Y |
Y |
N |
Secret Question. Validated from Secret Question.Secret Question, Stores foreign key |
SecretAnswer |
N |
Y |
Y |
Y |
N |
Secret Answer |
AlternateEmailAddress |
N |
Y |
Y |
Y |
N |
Alternate Email Address |
PhoneDN |
N |
Y |
Y |
Y |
N |
PhoneDN |
MobileDN |
N |
Y |
Y |
Y |
N |
MobileDn |
MiddleInitial |
N |
Y |
Y |
Y |
N |
Middle Initial |
HomePhone |
N |
Y |
Y |
Y |
N |
Home Phone |
LanguageLocale (deprecated) |
N |
Y |
Y |
Y |
N |
Language Locale |
LanguageName (deprecated) |
N |
Y |
Y |
Y |
N |
Language Name |
TimeZoneOffset (deprecated) |
N |
Y |
Y |
Y |
N |
Time Zone Offset |
SelectedStatus |
N |
Y |
Y |
Y |
N |
Selected Status. Vaidated fromCustomer Status.Status, Stores foreign key. |
NextStatus |
N |
Y |
Y |
Y |
N |
Next Status |
NextStatusText |
N |
Y |
Y |
Y |
N |
Nest Status Text |
NextStatusOneStep |
N |
Y |
Y |
Y |
N |
Next Status One-Step |
ManagerID |
N |
Y |
Y |
Y |
N |
Manager Id |
NoOneStep |
N |
Y |
Y |
Y |
N |
NoOneStep |
TwitterAccount |
N |
Y |
Y |
Y |
N |
Tweeter Account |
PersonalEmail |
N |
Y |
Y |
Y |
N |
Personal Email |
FacebookUrl |
N |
Y |
Y |
Y |
N |
Facebook URL |
LinkeInUrl |
N |
Y |
Y |
Y |
N |
LinkedIn URL |
SLAID |
N |
Y |
Y |
Y |
N |
SLA ID. Validated from SLA.RecID |
SLAName |
N |
Y |
Y |
Y |
N |
SLA Name, updated when configuring SLAName |
SLAType |
N |
Y |
Y |
Y |
N |
SLA Type |
SLASubscriptionLevel |
N |
Y |
Y |
Y |
N |
SLA Subscription Level, Validated from SLA Subscription Level.Subscription Level |
StatusID |
N |
Y |
Y |
Y |
N |
Status ID |
Avatar |
N |
Y |
Y |
Y |
N |
Location Aware Latitude |
Latitude |
N |
Y |
Y |
Y |
N |
Latitude |
Longitude |
N |
Y |
Y |
Y |
N |
Longitude |
Altitude |
N |
Y |
Y |
Y |
N |
Location Aware Altitude |
ValidationType |
N |
Y |
Y |
Y |
N |
Validation Type. Validated from Validation Type.Validation Type, Stores foreign key |
LastLogon |
N |
Y |
N |
N |
N |
This field is tied to the LastLogon AD attrbute. It tracks the last time a user account logged into the network if the network is utilizing Active Directory. |
Temp_status_set |
N |
Y |
Y |
Y |
N |
temp_status_set |
CreatedCulture |
N |
Y |
Y |
Y |
N |
The culture in which this BusOb was created. Defaults to Current Culture |
EmployeeID |
N |
Y |
Y |
Y |
N |
Employee Id |
DisplayName |
N |
Y |
Y |
Y |
N |
DisplayName |
EmployeeType |
N |
Y |
Y |
Y |
N |
Employee Type |
Company |
N |
Y |
Y |
Y |
N |
Company |
UserAccountControl |
N |
Y |
Y |
Y |
N |
UserAccountControl |
LockoutTime |
N |
Y |
Y |
Y |
N |
LockoutTime |
WhenChanged |
N |
Y |
Y |
Y |
N |
When Changed |
WhenCreated |
N |
Y |
Y |
Y |
N |
When Created |
AccountExpires |
N |
Y |
Y |
Y |
N |
AccountExpires |
TimeZone |
N |
Y |
Y |
Y |
N |
Time Zone. Validated from Time Zone.Time Zone |
BusinessUnit |
N |
Y |
Y |
Y |
N |
Business Unit |
CostCenter |
N |
Y |
Y |
Y |
N |
Cost Center |
VIPType |
N |
Y |
Y |
Y |
N |
VIP Type. Validated. |
LocationCode |
N |
Y |
Y |
Y |
N |
Location Cod |
ITSMUser |
N |
Y |
Y |
Y |
N |
ITSM User |
DelegateName |
N |
Y |
Y |
Y |
N |
Delegate Name. Validated from Customer - Internal.Full name |
DelegateID |
N |
Y |
Y |
Y |
N |
Delegate ID, Updated when configuring DelegateName |
EnableDelegate |
N |
Y |
Y |
Y |
N |
Enable Delegate |
ManagerDelegate |
N |
Y |
Y |
Y |
N |
Manager Delegate Name |
ManagerDelegateID |
N |
Y |
Y |
Y |
N |
Manager Delegate ID |
ManagerDelegateEnabled |
N |
Y |
Y |
Y |
N |
Manager Delegate Enabled |
DisableEmailNotifications |
N |
Y |
Y |
Y |
N |
Disable Email Notifications. Default On. Validated |
teams->teamId |
Y |
Y |
N |
N |
N |
The team Id where we are adding the customer to. |
teams->teamName |
Y |
Y |
N |
N |
N |
The team Name |
teams->customerRecordId |
Y |
N |
N |
Y* |
N |
The Customer Record Id. Attribute RecID, busObRecId |
teams->workgroupId |
Y |
N |
Y* |
Y* |
N |
The team Id |
teams-> customerIsWorkgroupManager |
Y |
N |
Y* |
Y* |
N |
Is customer workgroup (team) manger |
Important:
- The teams attribute is an array of team objects.
- Values that are evaluated on other tables WILL fail if the passed variable is not correct or fails validation
- Task Data format has a few attributes marked as deprecated. These attributes are still in use and are handled properly. In the future if they are removed from the business Object schema from Cherwell. The connector will still work fine and the attributes will be disregarded.
Incident Data Format
We can use this data format in import mode to manage incidents. Incident management includes add/modify/delete user, manage user attributes and user team memberships.
The items in the MV (Multiple values), Export, Create, Modify, and Delete columns have these meanings:
- Y = Yes (Attribute is supported for this operation)
- N = No (Attribute is not supported for this operation)
- Y* = Required (attribute is mandatory for this operation)
- Y** = Conditionally Required. Depending on the action. The API requires this input
- NA = Not Applicable
Name |
MV |
Export |
Create |
Modify |
Delete |
Description |
busObPublicId |
N |
Y |
N |
Y |
N |
The public business object Id |
busObRecId |
N |
Y |
N |
Y* |
N |
The business object Id |
RecID |
N |
Y |
N |
Y |
Y* |
The unique identifier for the record, Same as busObRecId |
IncidentID |
N |
Y |
N |
Y |
N |
The reference number for the Incident |
CreatedDateTime |
N |
Y |
N |
N |
N |
When the Incident was created |
CreatedDuring |
N |
Y |
N |
N |
N |
Holds the Business Hours of when the Created Date Time falls. (Ex: 8 to 5 Monday thru Friday) |
CreatedBy |
N |
Y |
N |
N |
N |
The name of the user who created the Incident |
CreatedByID |
N |
Y |
N |
N |
N |
The ID of the user who created the Incident |
Status |
N |
Y |
Y |
Y |
N |
The current state of the Incident. Default: New, Validated from Incident Status.Status, Stores foreign key |
StatusDesc |
N |
Y |
Y |
Y |
N |
Status Description |
Service |
N |
Y |
Y** |
Y |
N |
Conditionally Required, Validated from Service.Service Name, Stores foreign key |
Category |
N |
Y |
Y* |
Y |
N |
The major categorization of the Incident. Conditionally Required, Validated from Incident Category.Incident Category, Stores foreign key |
Subcategory |
N |
Y |
Y* |
Y |
N |
The sub-categorization of the Incident under the major category. Conditionally Required, Validated from Incident SubCategory.Subcategory, Stores foreign key |
SpecificsTypeId |
N |
Y |
Y |
Y |
N |
Specific Type Id |
Description |
N |
Y |
Y* |
Y |
N |
A description of the Incident |
Impact |
N |
Y |
Y |
Y |
N |
The measure of business criticality of the Incident |
Urgency |
N |
Y |
Y |
Y |
N |
The urgency of solving this incident |
Priority |
N |
Y |
Y* |
Y |
N |
The priority of resolving this Incident, based on the Impact and Urgency |
ClosedDateTime |
N |
Y |
Y |
Y |
N |
When the Incident was closed |
ClosedBy |
N |
Y |
Y |
Y |
N |
The name of the user who closed the Incident |
ClosedByID |
N |
Y |
Y |
Y |
N |
The ID of the user who closed the Incident. Defaults to CurrentUserRecId |
IsPrivate (deprecated) |
N |
Y |
Y |
Y |
N |
Indicates that the details of this Incident should not be published on the web site |
Cost |
N |
Y |
Y |
Y |
N |
Estimated Total Cost for service. Updated based on work performed and items ordered. |
LastModTimeStamp |
N |
Y |
Y |
Y |
N |
Time stamp used for full-text indexing update. Suppressed from forms and grids. |
OwnedByTeam |
N |
Y |
Y |
Y |
N |
The name of the team that owns the record |
OwnedByTeamID |
N |
Y |
Y |
Y |
N |
The ID of the team that owns this record |
OwnedBy |
N |
Y |
Y** |
Y |
N |
The name of the user who owns the record. Validated from UserInfo.Full Name, Stores foreign key |
OwnedByID |
N |
Y |
Y |
Y |
N |
The ID of the user who owns this record. Validated from UserInfo.RecID |
OwnedByWorkgroup |
N |
Y |
Y |
Y |
N |
Owned By Workgroup, Validated against team table |
OwnedByWorkgroupID |
N |
Y |
Y |
Y |
N |
Owned By Workgroup ID |
CustomerTypeID |
N |
Y |
Y |
y |
N |
Customer Type ID |
CustomerRecID |
N |
Y |
Y* |
Y |
N |
Customer ID. Validated from Customer.RecID |
CloseDescription |
N |
Y |
Y** |
Y |
N |
This field holds any special notes when an issue is resolved. |
LinkedProblem |
N |
Y |
Y |
Y |
N |
The problem with which this incident is associated. |
LastModifiedDateTime |
N |
Y |
N |
N |
N |
When the record was last modified |
LastModBy |
N |
Y |
N |
N |
N |
The name of the user who last modified the record |
LastModByID |
N |
Y |
N |
N |
N |
The ID of the user who last modified the record |
ConfigItemTypeID |
N |
Y |
Y |
Y |
N |
Holds the type of the associated configuration item |
ConfigItemRecID |
N |
Y |
Y |
Y |
N |
Holds the ID of the associated configuration item. Validated from Configuration Item.RecID |
IncidentDurationInDays |
N |
Y |
Y |
Y |
N |
Incident Duration in days |
IncidentType |
N |
Y |
Y |
Y |
N |
Default: Incident, Calculated, Validated from Incident Type.Incident Type Stores foreign key |
SLARespondByDeadline |
N |
Y |
N |
N |
N |
SLA deadline to respond to the customer. |
SLAID |
N |
Y |
N |
N |
N |
SLA ID. Read-only, Default: conditional, Validated from SLA.RecID |
SLAName |
N |
Y |
Y |
Y |
N |
SLA Name |
SLATargetTimeID |
N |
Y |
Y |
Y |
N |
SLA Target Time ID |
SLAResolveByDeadline |
N |
Y |
Y |
Y |
N |
SLA deadline to resolve this incident |
ClosedOn1stCall |
N |
Y |
Y |
Y |
N |
Closed on 1st Call |
Source |
N |
Y** |
Y |
N |
Call Source. Validated from Source.Source, Stores foreign key |
|
Detail (deprecated) |
N |
Y |
Y |
N |
Used in subscribing to a Change in Self-Service. Validated from Incident Detail.Detail, Stores foreign key |
|
ChangeID |
N |
Y |
Y |
Y |
N |
Change Request ID |
MultipleConfig (deprecated) |
N |
Y |
Y |
Y |
N |
MultipleConfig |
OwnedByEmail |
N |
Y |
Y |
Y |
N |
Owned By Email |
IncidentDurationInHours |
N |
Y |
Y |
Y |
N |
Incident Duration in hours |
CustomerDisplayName |
N |
Y |
Y |
Y |
N |
Customer Display Name. Validated from Customer.Full name |
OwnedByManager |
N |
Y |
Y |
Y |
N |
Owned By Manager |
OwnedByManagerEmail |
N |
Y |
Y |
Y |
N |
Owned By Manager Email |
CreatedByEmail |
N |
Y |
Y |
Y |
N |
Created By Email. Defaults to current Email |
InitialITContact (deprecated) |
N |
Y |
Y |
Y |
N |
Initial IT Contact |
InitialITContactEmail (deprecated) |
N |
Y |
Y |
Y |
N |
Initial IT Contact Email |
PendingReason |
N |
Y |
Y** |
Y |
N |
Conditionally Required, Validated from Incident Pending Reason.Pending Reason, Stores foreign key |
ReviewByDeadline |
N |
Y |
Y** |
Y |
N |
When an Incident is moved to Pending status, when should it be reviewed again? |
ProjectCode (deprecated) |
N |
Y |
Y |
Y |
N |
Project Code |
Task (deprecated) |
N |
Y |
Y |
Y |
N |
Task |
PhaseRecordStatus |
N |
Y |
Y |
Y |
N |
Phase Record Status. Default: In Progress, Calculated, Validated from Incident Phase Status.Status, Stores foreign key |
PhaseClassifyStatus |
N |
Y |
Y |
Y |
N |
Phase Classify Status. Validated from Incident Phase Status.Status, Stores foreign key |
PhaseInvestigateStatus |
N |
Y |
Y |
Y |
N |
Phase Investigate Status. Validated from Incident Phase Status.Status, Stores foreign key |
PhaseRFWStatus |
N |
Y |
Y |
Y |
N |
Phase RFW Status. Default: Not Required, Validated from Incident Phase Status.Status, Stores foreign key |
PhaseResolveStatus |
N |
Y |
Y |
Y |
N |
Phase Resolve Status. Validated from Incident Phase Status.Status, Stores foreign key |
PhaseCloseStatus |
N |
Y |
Y |
Y |
N |
Phase Close Status. Default: Required, Calculated, Validated from Incident Phase Status.Status, Stores foreign key |
PhaseApprovalsStatus |
N |
Y |
Y |
Y |
N |
Phase Approvals Status . Default: Not Required, Validated from Incident Phase Status.Status, Stores foreign key. |
WrkflwCurrentPhase |
N |
Y |
Y |
Y |
N |
Wrkflw Current Phase |
OutsourcedService |
N |
Y |
Y |
Y |
N |
Outsourced Service |
OutsourcedVendorID |
N |
Y |
Y |
Y |
N |
Outsourced Vendor ID |
OutsourcedVendorName |
N |
Y |
Y |
Y |
N |
Outsourced Vendor Name |
Stat_NumberOfTouches |
N |
Y |
Y |
Y |
N |
stat_Number Of Touches |
Stat_FirstCallResolution |
N |
Y |
Y |
Y |
N |
stat_First Call Resolution |
Stat_IncidentEscalated |
N |
Y |
Y |
Y |
N |
stat_Incident Escalated |
Stat_NumberOfEscalations |
N |
Y |
Y |
Y |
N |
stat_Number Of Escalations |
Stat_24x7ElapsedTime |
N |
Y |
Y |
Y |
N |
Closed value: conditional |
Stat_IncidentReopened |
N |
Y |
Y |
Y |
N |
stat_Incident Reopened |
Stat_DateTimeResponded |
N |
Y |
Y |
Y |
N |
stat_DateTime Responded |
Stat_ResponseTime |
N |
Y |
Y |
Y |
N |
stat_Response Time |
Stat_SLAResponseBreached |
N |
Y |
Y |
Y |
N |
stat_SLA Response Breached |
Stat_SLAResolutionBreached |
N |
Y |
Y |
Y |
N |
stat_SLA Resolution Breached |
Stat_TotalDLHOfIncident |
N |
Y |
Y |
Y |
N |
stat_TotalDLHOfIncident |
LastModifiedByEmail |
N |
N |
Y |
Y |
N |
Last Modified By Email |
Temp_reopen |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
Temp_pending |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
Temp_open |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
Temp_status_set |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
Temp_Active |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
Temp_Accepted |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
Temp_Resolved |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
Temp_Assigned |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
ServiceID |
N |
Y |
Y |
Y |
N |
Service ID |
PendingPreviousStatus |
N |
Y |
Y |
Y |
N |
Pending Previous Status |
PortalAffectsPrimaryFunction |
N |
Y |
Y |
Y |
N |
Portal Affects Primary Function |
PortalAffectsMultipleUsers |
N |
Y |
Y |
Y |
N |
Portal Affects Multiple Users |
PortalAltContactInfo |
N |
Y |
Y |
Y |
N |
Holds an alternate contact information entered by the self-service customer |
SelfServiceContactInfoCorrect (deprecated) |
N |
Y |
Y |
Y |
N |
Self Service Contact Info Correct |
MatchingText |
N |
Y |
Y |
Y |
N |
Matching Text |
Notes |
N |
Y |
Y |
Y |
N |
Used in capturing each Note Entry.\nAlso used in the stored expression, wrkflowInvestigateStatus. |
NoteEntry |
N |
Y |
Y |
Y |
N |
This field is populated with the value, "Reset Password" via the Reset Password with E-mail one-step. It also appends to the Notes field each time a value is entered. |
SLAIDForCustomer |
N |
Y |
Y |
Y |
N |
SLA ID for Customer |
SLAIDForService |
N |
Y |
Y |
Y |
N |
SLA ID for Service |
SLAIDForCI |
N |
Y |
Y |
Y |
N |
SLA ID for CI |
LinkedSLAs |
N |
Y |
Y |
Y |
N |
Linked SLAs |
SLANameForCI |
N |
Y |
Y |
Y |
N |
SLA Name for CI |
SLANameForCustomer |
N |
Y |
Y |
Y |
N |
SLA Name for Customer |
SLANameForService |
N |
Y |
Y |
Y |
N |
SLA Name for Service |
Temp_showSLAInfo |
N |
Y |
Y |
Y |
N |
Used as temporary storage during one-steps |
VendorName |
N |
Y |
Y |
Y |
N |
Vendor Name |
VendorID |
N |
Y |
Y |
Y |
N |
Vendor ID |
ReasonForBreach |
N |
Y |
Y |
Y |
N |
Reason for Breach. Validated from Incident Breach Reason.Reason for Breach, Stores foreign key |
ConfigItemDisplayName |
N |
Y |
Y** |
Y |
N |
Config Item Display Name. Conditionally Required, Validated from Configuration Item.Friendly Name, Stores foreign key |
CICritical |
N |
Y |
Y |
Y |
N |
CI Critical |
BreachNotes |
N |
Y |
Y |
Y |
N |
Breach Notes |
OneStepPicker |
N |
Y |
Y |
Y |
N |
One-Step Picker. This holds a validated list of One-steps that the administrator wants to put on the form. To add a one-step, put an entry in the list, then edit the "One-Step Picker" one-step to add your one-step with conditions that match the value from the table. |
ShowAllServices |
N |
Y |
Y |
Y |
N |
Show all services |
ShowContactInformation |
N |
Y |
Y |
Y |
N |
Show Contact Information |
ServiceEntitlements |
N |
Y |
Y |
Y |
N |
Service Entitlements |
ServiceCustomerIsEntitled |
N |
Y |
Y |
Y |
N |
Service Customer is Entitled |
SSSection1Complete |
N |
Y |
Y |
Y |
N |
SS Section 1 Complete |
SSSection2Complete |
N |
Y |
Y |
Y |
N |
SS Section 2 Complete |
SSSection3Complete |
N |
Y |
Y |
Y |
N |
SS Section 3 Complete |
SSSection4Complete |
N |
Y |
Y |
Y |
N |
SS Section 4 Complete |
CustomerInformationIsNotCorrect |
N |
Y |
Y |
Y |
N |
Customer Information is not Correct |
CombinedKB |
N |
Y |
Y |
Y |
N |
Combined KB |
ParentTicket |
N |
Y |
Y |
Y |
N |
Parent Ticket |
TotalTasks |
N |
Y |
Y |
Y |
N |
Total Tasks |
Stat_SLAResolutionWarning |
N |
Y |
Y |
Y |
N |
stat_SLA Resolution Warning |
Stat_SLAResponseWarning |
N |
Y |
Y |
Y |
N |
stat_SLA Response Warning |
Stat_SLAResolutionGood |
N |
Y |
Y |
Y |
N |
stat_SLA Resolution Good |
Stat_SLAResponseGood |
N |
Y |
Y |
Y |
N |
stat_SLA Response Good |
Stat_DateTimeAssigned |
N |
Y |
Y |
Y |
N |
stat_Date Time Assigned |
Stat_DateTimeInProgress |
N |
Y |
Y |
Y |
N |
stat_Date Time In Progress |
Stat_DateTimeResolved |
N |
Y |
Y |
Y |
N |
stat_Date Time Resolved |
Stat_DateTimeClosed |
N |
Y |
Y |
Y |
N |
stat_Date Time Closed |
Stat_DateTimeReOpened |
N |
Y |
Y |
Y |
N |
stat_Date Time ReOpened |
SLAResponseWarning |
N |
Y |
Y |
Y |
N |
SLA Response Warning - Corp |
SLAResolutionWarning |
N |
Y |
Y |
Y |
N |
SLA Resolution Warning - Corp |
PendingStartDateTime |
N |
Y |
Y |
Y |
N |
PendingStartDateTime |
PendingEndDateTime |
N |
Y |
Y |
Y |
N |
Pending End Date Time |
STCTimeInMinutes |
N |
Y |
Y |
Y |
N |
A temporary "Stop The Clock" time calculated in minutes based on the SLA. This is for the Pending and Resolved statuses to not count against the Respond By/Resolve By (if STC is permitted in the SLA). This is then added to the TotalSTCTimeInMinutes. |
TotalSTCTimeInMinutes |
N |
Y |
Y |
Y |
N |
A running total of "Stop The Clock" time calculated in minutes based on the SLA. This is for the Pending and Resolved statuses to not count against the Respond By/Resolve By (if STC is permitted in the SLA) |
Location |
N |
Y |
Y |
Y |
N |
Location |
Temp_Dependency |
N |
Y |
Y |
Y |
N |
temp_Dependency |
NextStatus |
N |
Y |
Y |
Y |
N |
Next Status |
NextStatusText |
N |
Y |
Y |
Y |
N |
Next Status Text |
NextStatusOneStep |
N |
Y |
Y |
Y |
N |
Next Status OneStep |
SelectedStatus |
N |
Y |
Y |
Y |
N |
Selected Status. Validated from Incident Status.Status, Stores foreign key |
NoOneStep |
N |
Y |
Y |
Y |
N |
NoOneStep |
SLA_Key |
N |
Y |
Y |
Y |
N |
This field calculates a value from the Customer Subscription level and the Incident Type in order to choose which Customer SLA is to be used. |
StatusID |
N |
Y |
Y |
Y |
N |
Status ID |
SubcategoryID |
N |
Y |
Y |
Y |
N |
Subcategory ID |
SmartClassifySearchString |
N |
Y |
Y |
Y |
N |
Smart Classify Search String. This field stores the last string the Cherwell user entered to find the classification for this incident. |
TotalTaskTime |
N |
Y |
Y |
Y |
N |
Total Task Time |
Temp_taskTime |
N |
Y |
Y |
Y |
N |
temp_taskTime |
Temp_taskDetails |
N |
Y |
Y |
Y |
N |
temp_taskDetails |
ConfigItemType |
N |
Y |
Y |
Y |
N |
Config Item Type . Used for the Add CI one step on the Customer - Internal form |
ApprovalBlockID |
N |
Y |
Y |
Y |
N |
ApprovalBlockID |
ClonedIncidentID |
N |
Y |
Y |
Y |
N |
Cloned IncidentID. Place holder for IncidentID |
OriginalIncidentID |
N |
Y |
Y |
Y |
N |
Original IncidentID |
NeverFixedIncident |
N |
Y |
Y |
Y |
N |
Marker for Never Fixed One Step |
RecurringIncident |
N |
Y |
Y |
Y |
N |
Marker for Recurring Incident One Step |
WasCIDown |
N |
Y |
Y |
Y |
N |
Logical used to track whether the CI was down or not when the Incident is resolved. |
CIDownStartDateTime |
N |
Y |
Y |
Y |
N |
CI Down Start Date/Time |
CIDownEndDateTime |
N |
Y |
Y |
Y |
N |
CI Down End Date/Time |
Barcode |
N |
Y |
Y |
Y |
N |
Location Aware Barcode. Field length must be long enough to hold all of the BusOb IDs you plan to set for barcode scanning. |
MajorIncident |
N |
Y |
Y |
Y |
N |
Major Incident |
MajorIncidentRecID |
N |
Y |
Y |
Y |
N |
Major Incident RecID, Validated from Incident.RecID |
MajorIncidentID |
N |
Y |
Y |
Y |
N |
Major Incident ID, Validated from Incident.Incident ID. |
HasNoOpenTasks |
N |
Y |
Y** |
Y** |
N |
Has No Open Tasks |
Temp_childID |
N |
Y |
Y |
Y |
N |
temp_childID, Validated from Incident.Incident ID |
Temp_childRecID |
N |
Y |
Y |
Y |
N |
temp_childRecID |
Cause |
N |
Y |
Y** |
Y** |
N |
Cause, Conditionally Required, Validated from Incident Cause.Cause, Stores foreign key |
ClonedIncident |
N |
Y |
Y |
Y |
N |
Cloned Incident |
Comments |
N |
Y |
Y |
Y |
N |
Comments |
CommentsEntry |
N |
Y |
Y |
Y |
N |
Comments Entry |
CIDowntimeInMinutes |
N |
Y |
Y |
Y |
N |
CI Downtime in Minutes |
PortalWizardCounter |
N |
Y |
Y |
Y |
N |
Portal Wizard Counter |
PortalUrgencyFields |
N |
Y |
Y |
Y |
N |
PortalUrgencyFields |
PortalRequestDescription |
N |
Y |
N |
N |
N |
PortalRequestDescription |
PortalRequiredIncidentFields |
N |
Y |
N |
N |
N |
For Required fields on the Portal when it's an Incident Type. |
ShortDescription |
N |
Y |
Y** |
Y** |
N |
A short description of the Incident |
Withdraw |
N |
Y |
Y |
Y |
N |
This used for the Withdraw one step from the Portal |
CustomerSubscriptionLevel |
N |
Y |
Y |
Y |
N |
Customer Subscription Level, Validated from SLA Subscription Level.Subscription Level, Stores foreign key |
ServiceCartID |
N |
Y |
Y |
Y |
N |
RecID of Service Cart |
CartItemID |
N |
Y |
Y |
Y |
N |
Cart Item ID |
SCTRecID |
N |
Y |
Y |
Y |
N |
RecID of Service Catalog Template. Validated from Service Catalog Template.RecID |
TasksInProgress |
N |
Y |
Y |
Y |
N |
Tasks In Progress |
TasksClosed |
N |
Y |
Y |
Y |
N |
Tasks Closed |
TaskClosedCount |
N |
Y |
Y |
Y |
N |
Task Closed Count |
TasksOnHold |
N |
Y |
Y |
Y |
N |
Tasks On Hold |
SCTFired |
N |
Y |
Y |
Y |
N |
Used to indicate if the SCT has created the Tasks |
RequesterDepartment |
N |
Y |
Y |
Y |
N |
Requester Department |
Level2EscalationComplete |
N |
Y |
Y |
Y |
N |
Level 2 Escalation Complete |
Level3EscalationComplete |
N |
Y |
Y |
Y |
N |
Level 3 Escalation Complete |
DefaultTeam |
N |
Y |
Y |
Y |
N |
Default Team |
Level2EscalationTeam |
N |
Y |
Y |
Y |
N |
Level 2 Escalation Team |
Level3EscalationTeam |
N |
Y |
Y |
Y |
N |
Level 3 Escalation Team |
PhaseSetOrder |
N |
Y |
Y |
Y |
N |
Phase Set Order |
ServiceCatalogTemplateName |
N |
Y |
Y |
Y |
N |
Service Catalog Template Name, Validated from Service Catalog Template.Title |
Temp_CKCSSolutionNumber |
N |
Y |
Y |
Y |
N |
temp_CKCS Solution Number |
Temp_CKCSSolutionTitle |
N |
Y |
Y |
Y |
N |
temp_CKCS Solution Title |
Temp_CKCSSolutionStatus |
N |
Y |
Y |
Y |
N |
temp_CKCS Solution Status |
Stat_SearchSummaryComplete |
N |
Y |
Y |
Y |
N |
stat_Search Summary Complete |
SearchCount |
N |
Y |
Y |
Y |
N |
Search Count |
Temp_ArticleSearch |
N |
Y |
Y |
Y |
N |
temp_Article Search |
Temp_CKCSSolution |
N |
Y |
Y |
Y |
N |
temp_CKCSSolution |
Temp_CKCSSolutionID |
N |
Y |
Y |
Y |
N |
temp_CKCSSolutionID |
CKCSComments |
N |
Y |
Y |
Y |
N |
CKCS Comments |
ShowCKCSWindow |
N |
Y |
Y |
Y |
N |
Show CKCS Window |
SubmitOnBehalfOf |
N |
Y |
Y |
Y |
N |
Contains the affected customer name this Incident or Service Request is for. |
SubmitOnBehalfOfEmail |
N |
Y |
Y |
Y |
N |
Submit On Behalf Of Email |
SubmitOnBehalfOfID |
N |
Y |
Y |
Y |
N |
Submit On Behalf Of ID |
SubmitOnBehalfOfPhone |
N |
Y |
Y |
Y |
N |
Submit On Behalf Of Phone |
SubmitOnBehalfOfSLAID |
N |
Y |
Y |
Y |
N |
Submit On Behalf Of SLA ID |
SubmitOnBehalfOfTitle |
N |
Y |
Y |
Y |
N |
Submit On Behalf Of Title |
SubmitOnBehalfOfEnableEmailNotifications |
N |
Y |
Y |
Y |
N |
This field is referenced for enabling or disabling Incident email notifications for the On Behalf Of workflow. Default: Yes, Validated from Incident Email Notifications.Enable Email Notifications |
SecurityEventID |
N |
Y |
Y |
Y |
N |
Security Event ID |
NetworkEventID |
N |
Y |
Y |
Y |
N |
Network Event ID |
ISMSAuditsID |
N |
Y |
Y |
Y |
N |
ISMS Audit ID |
ManagerApprovalRequired |
N |
Y |
Y |
Y |
N |
Manager Approval Required |
ApprovalStatus |
N |
Y |
Y |
Y |
N |
Approval Status |
LocationCode |
N |
Y |
Y |
Y |
N |
Location Code, Validated from Location.Location Code |
LocationName |
N |
Y |
Y |
Y |
N |
Location Name |
TimeZone |
N |
Y |
Y |
Y |
N |
Time Zone, Validated from Time Zone.Time Zone |
CountryCode |
N |
Y |
Y |
Y |
N |
Country code, Validated from Country Code.Country Code |
ClosedTask |
N |
Y |
Y |
Y |
N |
Closed Task |
TotalTask |
N |
Y |
Y |
Y |
N |
Total Task |
MajorIncidentStarted |
N |
Y |
Y |
Y |
N |
Major Incident Started |
MajorIncidentMitigated |
N |
Y |
Y |
Y |
N |
Major Incident Mitigated |
SubmitOnBehalfVIP |
N |
Y |
Y |
Y |
N |
Submit on behalf VIP |
TechnicianWatchList |
N |
Y |
Y |
Y |
N |
Technician Watch List |
MajorIncidentPublishToPortal |
N |
Y |
Y |
Y |
N |
Major Incident Publish to Portal |
AutoCloseIncident |
N |
Y |
Y |
Y |
N |
Auto Close Incident |
FireScopeCorrelationId |
N |
Y |
Y |
Y |
N |
FireScope Correlation Id |
Workaround |
N |
Y |
Y |
Y |
N |
Workaround |
Region |
N |
Y |
Y |
Y |
N |
Region |
Tmp_typeOfChange |
N |
Y |
Y |
Y |
N |
tmp_type of change, Validated |
OldestTaskCreated |
N |
Y |
Y |
Y |
N |
Oldest Task Created |
EarlistTaskDue |
N |
Y |
Y |
Y |
N |
Earliest Task Resolution Deadline |
LastTaskResolutionDeadline |
N |
Y |
Y |
Y |
N |
Latest Task Resolution Deadline |
EarliestTaskResponseDeadline |
N |
Y |
Y |
Y |
N |
Earliest Task Response Deadline |
LatestTaskResponseDeadline |
N |
Y |
Y |
Y |
N |
Latest Task Response Deadline |
LatestTaskResponded |
N |
Y |
Y |
Y |
N |
Latest Task Responded |
LatestTaskResolved |
N |
Y |
Y |
Y |
N |
Latest Task Resolved |
LatestTaskResolutionBreachesSLA |
N |
Y |
Y |
Y |
N |
Latest Task Resolution Breaches SLA |
LatestTaskResponseBreachesSLA |
N |
Y |
Y |
Y |
N |
Latest Task Response Breaches SLA |
MagicMojoRequesterEmail |
N |
Y |
Y |
Y |
N |
Magic Mojo Requester Email |
ClosedTasksBreachResponseSLA |
N |
Y |
Y |
Y |
N |
Closed Tasks Breach Response SLA |
ClosedTasksBreachResolutionSLA |
N |
Y |
Y |
Y |
N |
Closed Tasks Breach Resolution SLA |
ClosedTasksGoodResponseSLA |
N |
Y |
Y |
Y |
N |
Closed Tasks Good Response SLA |
ClosedTasksGoodResolutionSLA |
N |
Y |
Y |
Y |
N |
Closed Tasks Good Resolution SLA |
AllTasksGoodResponseSLA |
N |
Y |
Y |
Y |
N |
All Tasks Good Response SLA |
AllTasksGoodResolutionSLA |
N |
Y |
Y |
Y |
N |
All Tasks Good Resolution SLA |
CustomerSAMAccountName |
N |
Y |
Y |
Y |
N |
Customer SAMAccountName, Validated from Customer.SAMAccountName |
MagicMojoRequesterUpdated |
N |
Y |
Y |
Y |
N |
Magic Mojo Requester Updated |
MagicMojoSAMAccountName |
N |
Y |
Y |
Y |
N |
Magic Mojo SAMAccountName |
ManagerCustomApprovalRequired |
N |
Y |
Y |
Y |
N |
Manager Custom Approval Required |
ManagerCustomApprovalTrigger |
N |
Y |
Y |
Y |
N |
Manager Custom Approval Trigger |
ApprovalLock |
N |
Y |
Y |
Y |
N |
Approval Lock |
PortalDescriptionUpdated |
N |
Y |
Y |
Y |
N |
Portal Description Updated |
SubmitOnBehalfOfManagerID |
N |
Y |
Y |
Y |
N |
Submit On Behalf Of Manager ID |
DelegateName |
N |
Y |
Y |
Y |
N |
Delegate Name |
DelegateEnabled |
N |
Y |
Y |
Y |
N |
Delegate Enabled |
DelegateID |
N |
Y |
Y |
Y |
N |
Delegate ID |
DaysOpen |
N |
Y |
Y |
Y |
N |
Days Open |
CurrentMSPName |
N |
Y |
Y |
Y |
N |
Current MSP Name |
CurrentMSPRecID |
N |
Y |
Y |
Y |
N |
Current MSP RecID, Validated from Service Provider.RecID |
CurrentMSPSLAName |
N |
Y |
Y |
Y |
N |
Current MSP SLA Name |
CurrentMSPSLARecID |
N |
Y |
Y |
Y |
N |
Current MSP SLA RecID, Validated from SLA.RecID |
TechnicalApproval1 |
N |
Y |
Y |
Y |
N |
Technical Approval 1 |
TechnicalApproval2 |
N |
Y |
Y |
Y |
N |
Technical Approval 2 |
TechnicalApproval1Trigger |
N |
Y |
Y |
Y |
N |
Technical Approval 1 Trigger |
TechnicalApproval2Trigger |
N |
Y |
Y |
Y |
N |
Technical Approval 2 Trigger |
OwnedByTeamRecID |
N |
Y |
Y |
Y |
N |
Owned By Team RecID |
OriginalIncidentType |
N |
Y |
Y |
Y |
N |
Previous Incident Type |
CorporateSLAName |
N |
Y |
Y |
Y |
N |
Corporate SLA Name, Default: Corporate SLA, Validated from SLA.Title |
CorporateSLARecID |
N |
Y |
Y |
Y |
N |
Corporate SLA RecID |
MSPSLAResponseDeadline |
N |
Y |
Y |
Y |
N |
MSP SLA Response Deadline |
MSPSLAResolutionDeadline |
N |
Y |
Y |
Y |
N |
MSP SLA Resolution Deadline |
SLATargetTimeIDMSP |
N |
Y |
Y |
Y |
N |
SLA Target Time ID - MSP |
PreviousPriority |
N |
Y |
Y |
Y |
N |
Previous Priority |
SAPApproval |
N |
Y |
Y |
Y |
N |
SAP Approval |
MMOCApproval |
N |
Y |
Y |
Y |
N |
MMOC Approval |
PreviousOwnedByTeam |
N |
Y |
Y |
Y |
N |
Previous Owned By Team |
PreviousMSPName |
N |
Y |
Y |
Y |
N |
Previous MSP Name, Validated from Service Provider.Service Provider |
PreviousMSPRecID |
N |
Y |
Y |
Y |
N |
Previous MSP RecID |
Tower |
N |
Y |
Y |
Y |
N |
Tower |
ReconversionTicket |
N |
Y |
Y |
Y |
N |
Reconversion Ticket |
AgingDays |
N |
Y |
Y |
Y |
N |
Aging Days |
PreviousClassification |
N |
Y |
Y |
Y |
N |
Previous Classification |
PreviousStatus |
N |
Y |
Y |
Y |
N |
Previous Status, Default: New |
HopCount |
N |
Y |
Y |
Y |
N |
Hop Count |
MTTR |
N |
Y |
Y |
Y |
N |
MTTR |
ServiceUnavailable |
N |
Y |
Y |
Y |
N |
Service Unavailable |
BusinessImpact |
N |
Y |
Y** |
Y** |
N |
Business Impact |
SubmitOnBehalfOfEmailNotifications |
N |
Y |
Y |
Y |
N |
Submit On Behalf Of Email Notifications, Default: ON |
ParentIncident |
N |
Y |
Y |
Y |
N |
Parent Incident |
ParentIncidentID |
N |
Y |
Y |
Y |
N |
Parent Incident ID, Validated from Incident.Incident ID |
ParentIncidentRecID |
N |
Y |
Y |
Y |
N |
Parent Incident RecID, Validated from Incident.RecID |
GavelCaseID |
N |
Y |
Y |
Y |
N |
Gavel Case ID |
EmailArrivalTime |
N |
Y |
Y |
Y |
N |
Email Arrival Time |
SurveyAlreadySent |
N |
Y |
Y |
Y |
N |
Survey Already Sent |
SendSurvey |
N |
Y |
Y |
Y |
N |
Send Survey |
Feedback |
N |
Y |
Y |
Y |
N |
Feedback |
ReassignmentReason |
Y |
Y** |
Y** |
Reassignment Reason, Validated from TicketReassignmentLogs.Reason for Reassignment |
||
OldTeamName |
Y |
Y |
Y |
Old Team Name |
Entitlement support
This connector supports static and non-static entitlements in the form of Teams or WorkGroups. The non-static and static entitlements are configured from the Admin UI server Resource. See the Resource Management chapter in the Identity Suite Administration Guide for details on resources.
Please follow the below steps in order to configure entitlements.
- Static Entitlement – On the Resource Detail page, under Entitlement Options, click Add Static Static Entitlement Enter the Name and the Value, and select the Type.
The value is the TeamID for the Team or the Workgroup. - Non-static Entitlement - On the Resource Detail page, under Entitlement Options, click Add In the following screen select the entitlement type and click Search. In the list screen select the entitlements to add to the Entitlement Resource.
Set Filter
In order to get specific data from the connected system, use the Filter export option. Filtering can be used during Lookup as shown in the next section.
- Select the Filter option from the Export connector screen. Then click Set Filter. The below screen will be displayed.
- The Attribute list shows the available attributes that are available to filter on for the selected data format. The attributes are specific for the data format.
- The Comparison list shows the available operators for filtering. The available operator are:
- Equal to
- Greater than
- Less Than
- Starting with
- Contains
- The value will be used to do the filtering in conjunction with the comparison operator. The value is validated against a regex expression and has to follow the “a-zA-Z0-9 ~`.,!%$^#&?=\\-+{}\\[\\]<>|;:'\"_@” pattern.
- The Condition List displays the filtering conditions being configured.
- Add will add the configured condition to the list of conditions
- Delete will delete the highlighted condition from the list of conditions
- Clear will clear the list of conditions.
- Every condition added to the list of condition is considered as an AND operation, multiple operations of the same attribute are considered as OR operations.
- As conditions are added to the list of conditions a filter will be displayed in the Filter Syntax The filter can be modified and created manually if necessary by checking the Edit Filter Manually check box. The manually created filter will go through the same regular expression validation as the Value filed.
IMPORTANT: There exist a bug in Cherwell filtering for the User data format. If multiple operation have been performed against a user, when filtering for said user multiple records will be returned for every modify action taken against such user. Exporting the teams->teamId, teams->teamName fields will make it that only the RecId field will be exported from this false positive users
NOTE: During testing it was objeserved that “Starting with” behaves like “contains”
Lookup Data
To filter data, use the LookUp Data map rule.
- Log in the Workflow and Connectivity studio and double-click the Data Mapper object on the Design The Configure Data Mapper window displays.
- Select the Lookup Data rule under the Mapping Rule column and then click the Source Value.
The Configure LookUp window displays. - Select the Cherwell system from the Select System drop-down list.
- In the Enter Lookup Prefix field, enter the prefix to be added to the lookup fields.
- Select the Lookup Type (User, Teams, Incident, Task, and Customer) from the drop-down list.
- Select the lookup method (i.e. by RecId, by Filter, by LoginId) for the lookup type Customer, User, Incident and Task. Teams has “by TeamId” instead of “by RecId”.
- Selecting the “by RecId” changes the next field to “RecId”. Clicking Pick select the variable that stores the RecId. The Teams data format has the “by TeamId´ This works the same way except the use of the teamId instead of RecId.
- Selecting “ByFilter” the next field will change to Filter. Click the Build button to bring up the filter dialog. The Filter usage was explained earlier in section “Set Filter” variable that stores the RecId.
- Selecting the “by LoginId” changes the filed to “LoginId”. Click Pick select the variable that stores the LoginId. This option is only available for the User data format. IMPORTANT: Lookup by Id must not contain a space in the loginId. This will fail to property lookup the user. This is a Cherwell limitation.
- The Fields section is used to define the attributes to be exported from the lookup.
- Select the Exit as Mapper Task Failed on Lookup Failure check box to exit the task with failed status on lookup failure. It will not process the succeeding entries and will ignore the already processed entries and will not return any data. This is selected by default.
Click OK.
IMPORTANT: Due to the way Cherwell handles lookup “by RecId” Id and “by LoginId” when no record matching the lookup is found the server will throw an error 500 “Server Error” and the “LookupReturnCode” will be set to -1. This needs to be taken into account when designing the workflows.
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