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Cherwell Integration

Cherwell is an IT Service Management Software (ITSM). OpsGenie is an alert and notification management solution that is highly complementary to Cherwell's incident mechanism.

What does OpsGenie offer to Cherwell users?

OpsGenie has a webhook integration with Cherwell. Using the integration, Cherwell sends incidents to OpsGenie API, with detailed information. OpsGenie acts as a dispatcher for Cherwell alerts, determining the right people to notify based on on-call schedules, using email, text messages (SMS), phone calls and iOS & Android push notifications, and escalating alerts until the alert is acknowledged or closed.

Functionality of the integration

  • When the status of incident is new or reopened in Cherwell, an alert is created in OpsGenie automatically through the integration.
  • When the status of incident is resolved or closed in Cherwell, the alert that created in OpsGenie is closed automatically.

Configuring OpsGenie side of the integration

  1. Please create an OpsGenie account if you haven't done already.
  2. Go to OpsGenie Cherwell Integration page,
  3. Specify who should be notified for Cherwell alerts using the "Teams" field. Auto-complete suggestions will be provided as you type.
  4. Copy the API key by clicking on the copy button or selecting.
  5. Click on "Save Integration".

Configuring Cherwell side

  1. Download the integration blueprint, opsgenie.bp.
  2. In Cherwell Administrator, open opsgenie.bp and publish the blueprint.
  1. Open Stored Values Manager, and locate "OpsGenie API Key" under Global/Integrations. Paste the API key you copied as its value. You can refer here about updating Stored Values.

All done! You should now be able to forward your Cherwell incidents to OpsGenie and leverage OpsGenie's full alerting functionality.

Sample payload sent from Cherwell to OpsGenie

{
    "incident" : {
       "callSource" : "Walk in",
       "status" : "Reopened",
       "shortDescription" : "Printer Issue",
       "category" : "Network",
       "cause" : "Hardware Malfunction",
       "id" : "102256",
       "description" : "Having trouble with the network printer",
       "type" : "Incident",
       "priority" : "3",
       "service" : "Printing",
       "subcategory" : "Submit Incident",
       "isMajorIncident" : "FALSE",
       "isRecurringIncident" : "FALSE"
    }
}

This payload is parsed by OpsGenie as:

[
    "call_source" : "Walk in",
    "status" : "Reopened",
    "short_description" : "Printer Issue",
    "category" : "Network",
    "cause" : "Hardware Malfunction",
    "incident_id" : "102256",
    "description" : "Having trouble with the network printer",
    "type" : "Incident",
    "priority" : "3",
    "service" : "Printing",
    "subcategory" : "Submit Incident",
    "is_major_incident" : false,
    "is_recurring_incident" : false
]

Sample alert

Cherwell Integration