Cherwell Integration Guide 2018-04-10T09:42:40+00:00

Cherwell Integration Guide

Cherwell license needed: any Cherwell license

Everbridge license needed: active annual subscription of IT Alerting Standard or IT Alerting Enterprise

Cherwell version supported:

Cherwell Service Manager

  • On-premises 7.0.0

Everbridge version supported: as a SaaS offering, the latest version is always available

Security:

  • Cherwell user account must be a member of administrator group
  • Everbridge User Account with API Privileges
  • An API key is needed, but that will be generated when you perform the procedures in the iPaaS Configuration section of the Everbridge user guide under Documentation at https://manager.everbridge.net/login

Deployment:

Installation of extra software, beyond Everbridge and Cherwell, is not needed.

Self-service configuration of Jira integration, by an end user, is easy from the Settings -> Everbridge Open -> iPaaS  tab of the Everbridge SaaS application. Click “New Agent”:

 

Inbound interaction:

User can control the conditions under which Cherwell automatically triggers incident creation in Everbridge:

Without coding, end user can drag-and-drop to build a workflow that orchestrates how Everbridge reacts to updates in Cherwell:

 

Outbound interaction:

Everbridge incident and delivery details are available in Cherwell:

Workflow:

  • In Everbridge, create an Incident Template configured with Cherwell fields
  • In Cherwell, create an Issue that matches the condition configured in Everbridge Incident Template.
  • Cherwell automatically triggers incident creation in Everbridge
  • Everbridge notifies contacts, to resolve the issue, and then closes the loop with Cherwell

Documentation:

  • Under Help & Support -> Everbridge Support Center, download the IT Alerting User Guide, and read the following section: