Cherwell Integration

Cherwell empowers organizations to transform their business through the rapid adoption and easy management of digital services. Cherwell’s adaptable platform has enabled thousands of organizations to modernize their business operations with customizable service management, automation, and reporting across the enterprise. For more information, visit http://www.cherwell.com.

What does OpsGenie offer to Cherwell users?

OpsGenie provides a powerful two-way integration with Cherwell. Use the integration to send Cherwell incidents to OpsGenie's API with detailed information. OpsGenie acts as a dispatcher for Cherwell alerts, determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates 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 In Progress in Cherwell, the alert that is created in OpsGenie is acknowledged automatically.
  • When the status of incident is Resolved or Closed in Cherwell, the alert that is created in OpsGenie is closed automatically.
  • If Send Alert Updates Back to Cherwell is enabled, incident actions are executed in Cherwell when the chosen action is executed in OpsGenie for Cherwell alerts.
  • If Create Cherwell Incidents for OpsGenie Alerts is enabled, incident actions are executed in Cherwell when the chosen action is executed in OpsGenie for alerts from a different source than Cherwell.

Add Cherwell Integration in OpsGenie

  1. Please create an OpsGenie account if you haven't done so already.
  2. Go to OpsGenie Cherwell Integration page.
  3. Specify who is notified of Cherwell alerts using the Teams field. Auto-complete suggestions are provided as you type.
  4. Copy the API key.
  5. Click Save Integration.

OEC is required for sending data to Cherwell from OpsGenie.

Configuration in Cherwell

  1. Download the integration blueprint, opsgenie.bp.
  2. In Cherwell Service Management 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! Forward your Cherwell incidents to OpsGenie and leverage OpsGenie's full alerting functionality.

Using Cherwell Integration on OpsGenie EU Service Region

If using OpsGenie's dedicated European Service Region, a slight modification is needed for the OpsGenie Web Service

  • In Cherwell Service Management Administrator, open Browser and Mobile Settings
  • Click on the Web Services Manager
  • Find OpsGenie Webhook in the list, then right-click and select edit to modify it.
  • Change the URL field from https://api.opsgenie.com/v1/json/cherwell to https://api.eu.opsgenie.com/v1/json/cherwell

Required modifications in Cherwell for OEC integration

Before setting up the Integration via OEC follow the steps below for a hassle-free experience.

Obtaining REST API Client ID

  • In Cherwell Service Management Administrator, open Security.
  • Click Edit REST API Client Settings.
  • Click on the plus sign to create a new entry.
  • Name the REST API client as OpsGenie and copy the client id.
  • Click on the floppy disk icon to save.

Creating a user for OEC Integration
Create a Cherwell User for OEC Integration to authenticate in Cherwell.

  • In Cherwell Service Management Administrator, open Security.
  • Click Edit Users.
  • Click on the plus sign to create a new entry.
  • Provide Cherwell authentication credentials for this user.
  • Set the Full Name of the user to OpsGenie, the field is case-sensitive.
  • Image is optional.
  • Click on the floppy disk icon to save.

Creating a customer for OEC Integration
Create a Cherwell Customer for OEC integration which will be used as the requestor of the incidents created by OpsGenie.

  • In Cherwell Service Management, click on New -> New Customer - Internal.
  • Set the Full Name of the customer to OpsGenie, the field is case-sensitive.
  • Image is optional.
  • Click on the floppy disk icon to save.

Integration via OEC

Alternatively, use Opsgenie's OEC and the Cherwell script to execute actions on Cherwell. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on Cherwell.

To use the Cherwell integration package, follow the steps in the sections below through the end.

Download and install OEC package

In order to install OEC follow the steps on the documentation of OEC Installation. After installing OEC, you can download the Cherwell script and its sample config from here.

Configuring Cherwell Integration for OEC

  • In order to use OEC utility for your Cherwell integration, enable Send Via OEC in your integration settings.

    • Other configurations regarding Cherwell can be done either via the integration settings page or the OEC configuration file. Configuration on the integration page precedes the configuration file.

OEC Configuration

To be able to execute actions in Cherwell, OEC gets the configuration parameters from the configuration file.

Configuration Parameter
Description

apiKey

Copy the API key from the Cherwell integration you've created above

apiUrl

URL of your Cherwell API. For example: http://localhost/CherwellAPI/

username

The username you used to sign in to Cherwell

password

The password you used to sign in to Cherwell

clientId

The clientId which you've obtained in the chapter Required Modifications in Cherwell for OEC Integration

After all is set, according to your action mappings incidents will be created / updated in Cherwell.

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


Cherwell empowers organizations to transform their business through the rapid adoption and easy management of digital services. Cherwell’s adaptable platform has enabled thousands of organizations to modernize their business operations with customizable service management, automation, and reporting across the enterprise. For more information, visit http://www.cherwell.com.

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