This user id will be used in AlertOps to call Cherwell.

LoginID: alertopsapi

Security Group: IT Service Desk Manager

Workgroup Membership:1st Level Support, 2nd Level Support, 3rd Level Support, IT Management

This will be the key which AlertOps uses to call Cherwell.

Add Cherwell Fields to the Standard Template

Add a field:

Name: Cherwell Rec ID

Data Type: ShortString

Attribute Group Name: Cherwell (create the group)

Create an Outbound Integration

Configure the Security

The Client ID and the api_key (in the login url) are both the Client Key from the Cherwell REST API AlertOps client. The segment of the Login URL which precedes the /CherwellAPI segment are your Cherwell instance domain path. Enter the Cherwell AlertOps API user name and password.

Add the Create Incident Method

The Content Data:

{

"busObId": "6dd53665c0c24cab86870a21cf6434ae",

"busObPublicId": null,

"busObRecId": null,

"fields": [

{

"dirty": true,

"displayName": "Created By",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:290114239acc43cd92a7ee58acdc1da2",

"name": "CreatedBy",

"value": "AlertOps API"

},

{

"dirty": true,

"displayName": "Created By ID",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:7605ee2ee7014f6999aa4f9280a9fdf9",

"html": null,

"name": "CreatedByID",

"value": "9440683ac66a9cf7095d8340189dd75685b30c1333"

},

{

"dirty": true,

"displayName": "Status",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:5eb3234ae1344c64a19819eda437f18d",

"html": null,

"name": "Status",

"value": "New"

},

{

"dirty": true,

"displayName": "Service",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:936725cd10c735d1dd8c5b4cd4969cb0bd833655f4",

"html": null,

"name": "Service",

"value": "Web Services"

},

{

"dirty": true,

"displayName": "Category",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:9e0b434034e94781ab29598150f388aa",

"html": null,

"name": "Category",

"value": "Internet"

},

{

"dirty": true,

"displayName": "Subcategory",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:1163fda7e6a44f40bb94d2b47cc58f46",

"name": "Subcategory",

"value": "Submit Incident"

},

{

"dirty": true,

"displayName": "Description",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:252b836fc72c4149915053ca1131d138",

"name": "Description",

"value": "<>"

},

{

"dirty": true,

"displayName": "Impact",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:ae05c132527e48bd95d063c445622df7",

"name": "Impact",

"value": "Company"

},

{

"dirty": true,

"displayName": "Urgency",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:29d741aae8bf461f8aafa3c9eb4dc822",

"name": "Urgency",

"value": "High"

},

{

"dirty": true,

"displayName": "Priority",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:83c36313e97b4e6b9028aff3b401b71c",

"name": "Priority",

"value": "1"

},

 {

"dirty": true,

"displayName": "Customer ID",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:933bd530833c64efbf66f84114acabb3e90c6d7b8f",

"html": null,

"name": "CustomerRecID",

"value": "93d66e8328ce6d962fdddc46d989bd536dcdfdffb0"

},

{

"dirty": true,

"displayName": "Short Description",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:93e8ea93ff67fd95118255419690a50ef2d56f910c",

"html": null,

"name": "ShortDescription",

"value": "<> <>"

}

],

"links": [],

"errorCode": null,

"errorMessage": null,

"hasError": false

}

The Response Data:

{

"busObPublicId": "<>",

"busObRecId": "<>"

}

Add the Resolve Incident Method

Content Data:

{

"busObId": "6dd53665c0c24cab86870a21cf6434ae",

"busObPublicId": "<>",

"busObRecId": "<>",

"fields": [

{

"dirty": false,

"displayName": "RecID",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:fa03d51b709e4a6eb2d52885b2ef7e04",

"html": null,

"name": "RecID",

"value": "<>"

},

{

"dirty": true,

"displayName": "Status",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:5eb3234ae1344c64a19819eda437f18d",

"html": null,

"name": "Status",

"value": "Resolved"

 },

{

"dirty": true,

"displayName": "Closed Date Time",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:11b6961ee55048b9a7240f7e2d3a2f8d",

"html": null,

"name": "ClosedDateTime",

"value": "<>"

},

{

"dirty": true,

"displayName": "Closed By User ID",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:9339fc404e39ae705648ab43969f29262e6d167606",

"html": null,

"name": "ClosedByID",

"value": ""

},

{

"dirty": true,

"displayName": "Owned By ID",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:9339fc404e39ae705648ab43969f29262e6d167606",

"html": null,

"name": "OwnedByID",

"value": "9440683ac66a9cf7095d8340189dd75685b30c1333"

},

{

"dirty": true,

"displayName": "Close Description",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:93408334d3c89b364bf3b14933a74db085d0b47824",

"html": null,

"name": "CloseDescription",

"value": "<>"

},

{

"dirty": true,

"displayName": "Cause",

"fieldId": "BO:6dd53665c0c24cab86870a21cf6434ae,FI:93da4900c37a84f3b9f43c48d1aa05b2b514bc0519",

"html": null,

"name": "Cause",

"value": "Outage"

}

],

"links": [],

"errorCode": null,

"errorMessage": null,

"hasError": false

}

Add the Add Journal Note Method

Content Data:

Leave blank, you will override the content data in Workflows.

Create Cherwell Incident Workflow

For the Outbound Action, choose the Outbound Integration Create Incident action.

Resolve Cherwell Incident Workflow

For the Outbound Action, choose the Outbound Integration Resolve Incident action.

Add Cherwell Incident Journal Note on Assignment Workflow

For the Outbound Action, choose the Outbound Integration Add Journal Note action.

Message Text:

{

"parentBusObId": "6dd53665c0c24cab86870a21cf6434ae",

"parentBusObRecId": "<>",

"relationshipId": "934d819237a4ec95ae69394e539440a17591e9d490",

"fields": [

{

"fieldId": "BO:93412229b83eaaff2558214509a09c332117c70cf9,FI:93412229b89dadbf8dd91c4e5497d1c83d73c6de81",

"name": "JournalTypeID",

"value": "934d8181ba9d3a6a506d7643e1bc71f70fa9b47412",

"dirty": true

},

{

"fieldId": "BO:93412229b83eaaff2558214509a09c332117c70cf9,FI:93412229b86b8c228bf6ef4380932b030f30fdb408",

"name": "JournalTypeName",

"value": "Journal - Note",

"dirty": true

},

{

"fieldId": "BO:93412229b83eaaff2558214509a09c332117c70cf9,FI:9341223bbcef1e2b8dfa6048a2bb4be1e94bad60ac",

"name": "Details",

"value": "Assigned to <>.",

"dirty": true

}

]

}

Add the Cherwell Workflows to any Escalation Rule.