Use Case

  • Receive new events from OBM to create new incidents in Cherwell
  • Synchronize any changes made to the integrated events or incidents, like title, summary, description, comments, annotations, etc.
  • Supports OBM events forwarding tab functionality

Requirements

This section provides information about the integration and network requirements.

Integration Requirements


OBM RequirementsCherwell Requirements

Access Details

  • Instance URL

  • The auto-generated credentials of the Connected Server

  • Instance URL

  • Integration User

Permissions

  • Connected Server
    • Type "External Event Processing"
    • Enabled "Synchronize and transfer control" option
  • Security Group → IT Service Desk Level 1
  • Incident (View, Edit, Add)
  • Journal (View. Add)
Advanced
  • Create Incident
    • Incident (View, Edit, Add)
  • Update Incident
    • Incident (View, Edit, Add)
    • Journal (View, Add)
  • Update Event
    • Incident (View)
    • Journal (View)
  • Fetch Incident
    • Incident (View)

Environment

Network Requirements


Network Requirements
Communication
  • OBM → ZigiOps (9090)
  • ZigiOps → Cherwell (80/443)
  • ZigiOps → OBM (80/443)

Setup

To enable the integration, you should follow the steps below.

  1. You should start with the selection of the integrated systems and the integrated entities. The integrated entities (1, 2) should be pre-selected if there are no issues with the credentials/permissions, used in the connected systems configuration. The next step is to set your newly created correlation field in the Correlation section (3) and press the Save button (4) to save the changes.

  2. Enable the integration from the slider button, located in the middle section of the screen.

Operations Explanation

This section provides information about the predefined operations of this integration template, including the default field mapping configuration. Each operation consists of 2 tabs - Source and Field Map. The Source tab contains the trigger, trigger conditions and expressions configuration. The Field Map tab contains the mapping configuration.

Test Connection

This operation registers a web service listener on the ZigiOps host which listens for new data on specific port and path. It is designed to accept incoming requests, sent by the OBM connected server and respond accordingly to confirm if the test connection from OBM to ZigiOps is successful.

Create Incident

This operation registers a web service listener on the ZigiOps host which listens for new data on specific port and path. It is designed to accept the incoming requests, sent by the OBM connected server and respond accordingly. When a new event is transferred from OBM, the OBM connected server sends a request, containing the new event data to the ZigiOps listener. The request is accepted by the ZigiOps listener, then it is internally processed through the field mapping configuration, and finally, a request is sent to Cherwell to create new incident.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Field Map

From this tab you could customize the field, value, and conditional mappings which suit your requirements, or use the defaults.

Update Incident

This operation registers a web service listener on the ZigiOps host which listens for new data on specific port and path. It is designed to accept the incoming requests, sent by the OBM connected server and respond accordingly. When an event is updated, the OBM connected server sends a request, containing the modified event data to the ZigiOps listener. The request is accepted by the ZigiOps listener, then it is internally processed through the field mapping configuration, and finally, a request is sent to Cherwell to update the new incident.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Field Map

From this tab you could customize the field, value, and conditional mappings which suit your requirements, or use the defaults.

Update Event

This operation polls the data via the Cherwell API by sending HTTP requests on scheduled interval. It is designed to detect any changes to the incidents, created by the integration and synchronize them with the corresponding OBM event.

Source

From this tab you could customize the listener protocol, port, path, and expressions or use the defaults.

Field Map

From this tab you could customize the field, value, and conditional mappings which suit your requirements, or use the defaults.

Recommendations

This section provides information about the recommended considerations, which should be taken into account, before starting the integration.

Correlation

It is recommended to keep the default correlation configuration, unless you're familiar with the integration and the specifics of the integrated systems. You could contact our support team for assistance, prior further changes to the correlation configuration.

Mapping

The predefined templates are complied with the specifics of the integrated systems. It is recommended to confirm if your integrated systems have any required fields, which must be reported, so you could map them accordingly. Please note that if a required field is not mapped, the operation might fail. In this case, you could review the troubleshooting page for more information about the operation's execution history.