Installations

Use the Server, Web Applications, and Client installations to install the groups of components that make up Cherwell Service Management.

CSM provides the following installations:

  • Server: Installs the Server Manager, the Cherwell Application Server, and the Cherwell Service Host.
  • Web Applications: (Also called Portal and Browser Apps) Installs the CSM Browser Client, CSM Portal, Cherwell REST API, and Auto-Deploy.
  • Client: Installs the main Client applications (client-only files) and administrator tools (optional). (You can optionally install the server files as well, but it is not typical.) For most users, the Client applications will be installed via Auto-Deploy.
    Note: Run the Server installation first, then the Web Applications installation. Client installations are run last and are typically pushed out to client computers using the Auto-Deploy feature (Auto-Deploy is configured separately to push out a preconfigured Client installation and connection).

The following tables describe the installation components in each installation.

Server Installation

Item Description
Cherwell Application Server

The Cherwell Application Server is a CSM service that runs programs and handles application operations between Users and their databases. The Application Server is the middle tier of the Cherwell 3-tier application. Client applications connect to the Application Server.

Cherwell Service Host The Cherwell Service Host includes four microservices:
  • Automation Processes
  • E-mail and Event Monitoring
  • Cherwell Mail Delivery
  • Scheduling
The Cherwell Mail Delivery Service is automatically installed, along with the Cherwell Message Queue Service (CherwellMQS) message broker application. Since the installation is automatic, Cherwell Mail Delivery Service will not appear as an installation option.
Note: Along with RabbitMQ, Erlang is automatically installed to power CherwellMQS. Erlang will show up in the Start menu of any computer where CSM is installed.
Database Options

The installer prompts users to either:

  • Install a new database (Starter or Demo): Installs the most recent version of a CSM Demo or Starter database, including any required internal system definitions.
  • Update an existing database: Installs new internal system definitions (required for new functionality) to your existing CSM database. Updating does not affect current system definitions.

Web Applications Installation

Item Description
Customer Portal

The CSM Customer Portal is a highly configurable web application that enables customers to securely and conveniently access their CSM data (example: Incidents, company news, documents, the Service Catalog, etc.) using a browser. A Portal supports multiple sites (for different types of users), and also allows managers to access their team’s data.

Browser Client

The CSM Browser Client is a web application that enables users to access most of the features available from the CSM Windows-based Desktop Client using a browser. The CSM Browser Client supports most major modern browsers on desktop machines and tablets.

Auto-Deploy

Cherwell Auto-Deploy is an installation tool that allows system administrators to automatically distribute preconfigured Desktop Client and or CSM Administrator installations and connections to client machines. Auto-Deploy is configured using the stand-alone Auto-Deploy Configuration Utility and is deployed using the Auto-Deploy web page.

Cherwell REST API

The Cherwell REST API provides programmatic access to many CSM functions via an HTTP-based RESTful API. Methods are available for finding, creating, and updating Business Objects; finding and running saved Search queries; managing users; and more. Comprehensive API documentation is available in the Cherwell REST API Discovery Tool, which enables you to discover and test methods using your CSM data.

Cherwell Web Service (CWS)/Web API

The Cherwell Web Service (CWS) is an API for communicating with CSM using Simple Object Access Protocol (SOAP) over HTTP. CWS must be running for the Mobile applications to operate, and is also required for a number of other features (RSS feeds, SAML security access, etc.).

Web-Forms

Cherwell Web-Forms™ is a browser-based application that allows users to enter, view, and edit CSM Business Objects over the web without having to log in (example: Registration, ordering.). This tool also allows for the remote execution of One-Step ActionsOne-Step™ Action.

Client Installation

Item Description
Client-Only Applications CSM Desktop Client, Outlook® Add-in (Installer), Report Runner, and the Dashboard Viewer.
Administrator Applications CSM Administrator, System Upgrade/Restore, and Test LDAP Tool.
Server Applications See Server installation.