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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.