Linking Directly to CSM Objects

You can provide links (also known as deep linking) to CSM objects, such as records and Saved Searches. This is useful for adding links to email messages sent to users or to records on remote systems.

Hyperlinks always open a new window in CSM. Users may be prompted for connection information and their user ID and password.

Parameter Key

Parameters are in italics and should be replaced with the values noted in the following table. Parameter values that contain spaces must be URL-encoded.

Parameter Replacement Value

ServerName

The server name or IP address for the Browser Client or CSM Portal.

BusinessObjectID

The internal ID for the Business Object type, such as Incident.

A typical internal ID might look like:

6dd53665c0c24cab86870a21cf6434ae

BusinessObjectName

or

rectype

The common name for a Business Object type.

A typical name might be: incident

RecID

or

RecordID

This internal ID, or Record ID, uniquely identifies Business Object records (also referred to as Object.RedID). For most types of records, this string looks similar to:

939cd1f313b3b6866ef7d043faa258398c765d444a

To find internal IDs, refer to Finding Internal Record IDs.

PublicID

The Business Object Public ID is normally identifiable by users. For example, the Public ID for an Incident would be an Incident ID. The Public ID does not need to be a number. For example, the Public ID for a customer is the customer’s full name, which needs to be URL-encoded.

A typical record ID might look like:

102259

Scope

The name or internal ID of an items' Scope (Global, Team, etc.).

ScopeOwner

The internal ID of the Scope Owner. For example, if Team is the Scope, then 1st Level Support might be a Scope Owner.

For best results, use the internal ID for Scope Owner. For more information, refer to Finding Internal Record IDs.

Go to Record Links

  • Go to Record by Record ID: Desktop Client
    • URL Command

      CherwellClient://commands/goto?rectype=BusinessObjectName&recid=Record ID

    • Example:

      CherwellClient://commands/goto?rectype=incident&recid=93d6067b6f6e1a17a2364744bc984bdb2715f624fa

  • Go to Record by Record ID: Browser Client
    • URL Command

      https://ServerName/CherwellClient/Access/BusinessObjectID/Record ID

    • Example:

      https://ServerName/CherwellClient/Access/incident/93d6067b6f6e1a17a2364744bc984bdb2715f624fa

  • Go to Record by Record ID: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/BusinessObjectID/Record ID

    • Example:

      https://ServerName/CherwellPortal/IT/incident/93d6067b6f6e1a17a2364744bc984bdb2715f624fa

  • Go to Record by Public ID: Desktop Client
    • URL Command

      CherwellClient://BusinessObjectName/PublicID

    • Example:

      CherwellClient://commands/goto?rectype=incident&PublicID=123456

  • Go to Record by Public ID: Browser Client
    • URL Command

      https://ServerName/CherwellClient/Access/BusinessObjectName/PublicID 

    • Example:

      https://ServerName/CherwellClient/Access/incident/123456

  • Go to Record by Public ID: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/BusinessObjectName/PublicID

    • Example:

      https://ServerName/CherwellPortal/IT/incident/123456

  • Go to Record in Edit Mode: Browser Client
    • URL Command

      https://ServerName/CherwellClient/Access/Command/Queries.GoToRecord?BusObID=BusinessObjectName&PublicID=PublicID&EditMode=True

    • Example:

      https://ServerName/CherwellClient/Access/Command/Queries.GoToRecord?BusObID=incident&PublicID=123456&EditMode=True

  • Go to Record in Edit Mode: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/Command/Queries.GoToRecord?BusObID=BusinessObjectName&PublicID=PublicID&EditMode=True

    • Example:

      https://ServerName/CherwellPortal/IT/Command/Queries.GoToRecord?BusObID=incident&PublicID=123456&EditMode=True

Create Record Links

  • Create Record by Business Object Name: Browser Client
    • URL Command

      https://ServerName/CherwellClient/Access/New/BusinessObjectName

    • Example:

      https://ServerName/CherwellClient/Access/New/incident

  • Create Record by Business Object Name: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/New/BusinessObjectName

    • Example:

      https://ServerName/CherwellPortal/IT/New/incident

  • Create Record for a Specific Locale: CSM Portal

    The following example shows the URL for creating an incident in the CSM Portal for a French locale.

    This does not work if a User's preferred culture is set to a different culture than specified in the URL.

    • URL Command

      https://ServerName/CherwellPortal/SiteName/New/BusinessObjectName?Locale=locale

    • Example:

      https://ServerName/CherwellPortal/IT/New/Incident?Locale=fr-FR

Search Links

  • Go to a Saved Search: Desktop Client

    To run Saved Searches from other Scopes, change the ScopeName and ScopeOwner parameters. Example: the Scope is Team and the ScopeOwner is the internal ID for 1st Level Support.

    For best results, always use the internal ID for the Scope Owner. For more information, refer to Finding Internal Record IDs.

    • URL Command

      CherwellClient://commands/goto?rectype=recordType&group=Search%20Group%20Name

    • Example:

      CherwellClient://commands/goto?rectype=incident&group=All%20Incidents

  • Go to a Saved Search: Browser Client

    To run Saved Searches from other Scopes, change the ScopeName and ScopeOwner parameters. Example: the Scope is Team and the ScopeOwner is the internal ID for 1st Level Support.

    For best results, always use the internal ID for the Scope Owner. For more information, refer to Finding Internal Record IDs.

    • URL Command

      https://ServerName/CherwellClient/Access/Command/Queries.SearchByID?Scope=Global&ScopeOwner=(None)&Owner=BusinessObjectID&Name=Saved%20Search%20Name

    • Example:

      http://localhost/CherwellClient/Access/Command/Queries.SearchByID?Scope=Global&ScopeOwner=(None)&Owner=incident&Name=All%20Incidents

  • Go to a Saved Search: CSM Portal

    To run Saved Search from other Scopes, change the ScopeName and ScopeOwner parameters. Example: the Scope is Team and the ScopeOwner is the internal ID for 1st Level Support.

    For best results, always use the internal ID for the Scope Owner. For more information, refer to Finding Internal Record IDs.

    • URL Command

      https://ServerName/CherwellPortal/SiteName/Command/Queries.SearchByID?Scope=Global&ScopeOwner=(None)&Owner=BusinessObjectID&Name=Saved%20Search%20Name

    • Example:

      https://ServerName/CherwellPortal/IT/Command/Queries.SearchByID?Scope=Global&ScopeOwner=(None)&Owner=incident&Name=All%20Incidents

  • Search for Text Format: Desktop Client

    This option allows searching for arbitrary text in the specified type of record. This is the equivalent of typing search text into the quick search box in the main application.

    The recordType must be a Business Object that has Full-Text Searching enabled, and the searchText must be URL encoded.

    • URL Command

      CherwellClient://commands/search?rectype=recordType&search=searchText

    • Example:

      CherwellClient://commands/search?rectype=incident&search=Printer%20%problem

Dashboard Links

  • Open a Dashboard by Name: Browser Client
    • URL Command

      https://ServerName/CherwellClient/Access/Dashboard/Dashboard%20Name

    • Example:

      https://ServerName/CherwellClient/Access/Dashboard/CMDB%20Assets

  • Open a Dashboard by Name: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/Dashboard/Dashboard%20Name

    • Example:

      https://ServerName/CherwellPortal/IT/Dashboard/CMDB%20Assets

  • Open a Dashboard by ID: Browser Client
    • URL Command

      https://ServerName/CherwellClient/Access/Dashboard/by-id/Dashboard%20ID

    • Example:

      https://ServerName/CherwellClient/Access/Dashboard/by-id/93c6d34533492283691b0b4531802a4e6552e8baf5

  • Open a Dashboard by ID: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/Dashboard/by-id/Dashboard%20ID

    • Example:

      https://ServerName/CherwellPortal/IT/Dashboard/by-id/93c6d34533492283691b0b4531802a4e6552e8baf5

Calendar Links

  • Go to a Calendar: Browser Client
    • URL Command

      https://ServerName/CherwellClient/Access/Calendar/CalendarName

    • Example:

      https://ServerName/CherwellClient/Access/Calendar/Change%20Calendar

  • Go to a Calendar: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/Calendar/CalendarName

    • Example:

      https://ServerName/CherwellPortal/IT/Calendar/IT%20Calendar

Miscellaneous Links

  • Specify Login Method: Browser Client and CSM Portal
    • URL Command

      https://ServerName/ClientName/LoginMethod

    • Example:

      https://ServerName/CherwellClient/CherwellLogin

    Acceptable values are: WinLogin for Windows credentials, SamlLogin for SAML, and CherwellLogin for internal credentials.

  • Run a One-Step Action
    • URL Command

      https://ServerName/CherwellPortal/SiteName/One-Step/OneStepName

    • Example:

      https://ServerName/CherwellPortal/IT/One-Step/Create%20Task

    • Alternate Format:

      https://ServerName/CherwellPortal/SiteName/One-Step/OneStepName/BusObName/BusObRecIDorPublicID

      The following format will be deprecated soon; we suggest you use one of the methods listed above:
      https://ServerName/CherwellPortal/SiteName/command/OneStep.LaunchOneStep/OneStepName

    Linking to One-Step Actions works best when users are logged into CSM.

  • Go to an HTML Page: CSM Portal
    • URL Command

      https://ServerName/CherwellPortal/SiteName/Page/PageName

    • Example:

      https://ServerName/CherwellPortal/IT/Page/IT%20Home