User Tools

Site Tools


msp_cherwell_endpoint

Installation

Please refer to the MSP Gateway home page for installation/setup instructions.

MSP Gateway

Creating a New Customer Endpoint (Cherwell)

Click on the blue New button on MSP Customer Endpoints, or navigate to the Add Customer tab under the Perspectium MSP application menu. This will open the following form:

Company: will be pre-populated with the current customer name.

(Endpoint) Type: select Cherwell in the dropdown menu.

ITSM Module: a dropdown with one choice of Incident Management.

Currently Incident Management will be the only supported module in MSP Version 1.

Integration User: this field is automatically populated with a generated user based on company name. You can also use the dropdown menu to change the integration user.

Active: a checkbox indicating if the endpoint is active or not.

Endpoint URL: the customer/target endpoint URL (if an Endpoint Alias is not specified, this field will be used as the Source/Target System display name when generating the MSP Mappings table).

Endpoint Alias: this field is optional; if you choose to give this endpoint an alias it will be used as the Source/Target System display name when generating the MSP Mappings table (instead of the Endpoint URL).

User/Password: populate with your Cherwell account credentials.

Requires Repeater Agent: defaults to unchecked; if this box is checked, queue request will be true.

Each customer should have a unique Cherwell endpoint URL; save/insert of a new endpoint should be blocked in this case.

Advanced tab

This tab has fields Max Retries, Retry Wait Time (ms), and Connection Timeout (ms). These 3 fields will be populated with default values.

MSP Cherwell Settings tab (Scheduled Job)

The Cherwell Polling Scheduled Job will query Cherwell's database for any updated incidents within a time range (the query will check for all records after the specified start date/time and before the current time - 1 minute); it will send all updated incidents (including attachments) back to ServiceNow. If the Scheduled Job is able to successfully query Cherwell, it will update the last update timestamp value. If it receives a failure response from Cherwell, there will be an alert generated in your ServiceNow instance. If Endpoint Type is Cherwell, an additional section called MSP Cherwell Endpoint Settings will appear below (this section can be expanded/collapsed). This section contains the following field settings for the Cherwell Polling Scheduled Job.

Client Key: this is the (automatically generated) client id that is needed to access the Cherwell Rest API.

Last Modified Timestamp Field Id: this field ID number is defaulted to the Last Modified Timestamp field in Cherwell.

Cherwell Query Timestamp: this field shows the last time Cherwell was queried; there is a date picker to edit the date/time to start querying from.

Once you click Save (or Save and Exit), the MSP Endpoint Table with the newly added endpoint will be generated. In addition, the Table Map, Transform Map, Dynamic Share, and Shared Queue will automatically be generated for this newly created endpoint configuration. Similarly, if you click on the “Edit Dynamic Share” link, it will direct you to the generated dynamic share. If you click on the “View Import Set Table” link, it will direct you to a list view of the dedicated import set table for this customer endpoint.

In addition, the MSP Mappings table will automatically be generated below the endpoint table.

MSP Mappings table

Describes the bi-directional flow of messages from the Source to Target system. There should be 2 Mapping rows.The rows on the Mappings table cannot be edited.

Source system: indicates where the message originated from. As mentioned before, if an Endpoint Alias was provided in the endpoint configuration it will be used as the Source system value.

Source format: type of the source message. Remedy has an additional source message type for comments, which is linked to a separate transform map.

Maps to: the “maps to” link will direct you to either the (previously generated) table map, transform map, or corresponding SIAM Mapping depending on the direction of the message. The “SIAM Mapping (maps to)” link will direct you SIAM Mapping Page where you can view/edit mappings.

Target format: type of the target message.

Target system: indicates the message's target destination. If an Endpoint Alias was specified in the endpoint configuration it will be used as the Target system value, otherwise it will default to the Endpoint URL.

Service, Category, and Subcategory Mapping: Due to the nature of the dropdown menus for Service, Category, and Subcategory in Cherwell— the options for Category are dependent upon the selection of Service, and the options for Subcategory are dependent upon the selection of Category— these fields will be automatically filled in when creating an Incident ticket in ServiceNow regardless of the options chosen for Category and Subcategory in ServiceNow.

Since ServiceNow does not support a Service type for Incident tickets, creating an Incident ticket in ServiceNow will automatically fill Service and Category in Cherwell with “Employee Support” and “Add/Change” respectively.

ServiceNow View:

Cherwell View:

State Mapping: ServiceNow and Cherwell have slightly different workflows in terms of the progression of states for incident tickets. ServiceNow supports the following states: New, In Progress, On Hold, Resolved, Canceled, and Closed; Cherwell supports the following: New, In Progress, Resolved, and Re-Opened. Since there is not a one-to-one mapping, the state changes are handled in the following ways.

Changing the state in ServiceNow:

Original State Changed To Resulting Cherwell State Additional Actions
NewIn ProgressIn ProgressNone
NewOn HoldIn ProgressComment stating ticket is on hold
NewCanceledResolvedResolution note stating ticket was canceled
NewResolvedResolvedNone
NewClosedResolvedResolution note stating ticket was closed
In ProgressNewNewNone
In ProgressOn HoldIn ProgressComment stating ticket is on hold
In ProgressCanceledResolvedResolution note stating ticket was canceled
In ProgressResolvedResolvedNone
In ProgressClosedResolvedResolution note stating ticket was closed
On HoldNewNewComment stating ticket is no longer on hold
On HoldIn ProgressIn ProgressComment stating ticket is no longer on hold
On HoldCanceledResolvedResolution note stating ticket was canceled
On HoldResolvedResolvedNone
On HoldClosedResolvedResolution note stating ticket was closed
ResolvedNewReopenedNone
ResolvedIn ProgressIn ProgressNone
ResolvedOn HoldIn ProgressComment stating ticket is on hold
ResolvedCanceledResolvedResolution note stating ticket was canceled
ResolvedClosedResolvedResolution note static ticket was closed

*Note*: The state can no longer be modified if the ticket becomes canceled or closed.

Changing the state in Cherwell:

Original State Changed To Resulting ServiceNow State Additional Actions
NewIn ProgressIn ProgressNone
In ProgressResolvedResolvedNone
ResolvedReopenedIn ProgressWhen this action gets correlated, the ticket in Cherwell will be placed back to In Progress

*Note*: Cherwell states can only be changed in a rigid fashion that follows the above workflow.

Viewing a Customer

To drill into and view endpoint and mapping details for an existing customer from the MSP Customers home page, click on the row with the customer's name. This will display all the endpoints for this customer.

*Note*: if you click the Active checkbox on the top of this customer page, the Dynamic Share(s), Transform Map(s), and Scheduled Job for all the customer's corresponding endpoints will be activated/deactivated accordingly to prevent data from flowing in/out.

To drill into an endpoint configuration record, click on a row in the MSP Customer Endpoints table. This will display the endpoint record as well as its corresponding mappings.

800

*Note*: If you click the Active checkbox to activate or deactivate an endpoint the Dynamic Share, Transform Map, and Scheduled Job for that specific endpoint will be activated/deactivated accordingly.

Deleting a Customer Endpoint

Once you click Delete on the MSP Customer Endpoint record, that specific endpoint and its associated Mappings will be deleted, along with the associated Table Map(s), Transform Map(s), Dynamic Share, and Shared Queue artifacts.

*Note*: Customers cannot be deleted.

Exporting SIAM Mappings for Cherwell Endpoint

Cherwell SIAM mappings can be exported individually. Please refer to the Remedy Endpoint page for instructions on exporting SIAM Mappings.

SIAM Mappings instructions

To export SIAM mappings individually, navigate to the Cherwell endpoint you want to export.

You can locate MSP Endpoint by going to: Perspectium MSP > Manage Customers > MSP Customers (select from the list) > MSP Customer Endpoint. Then select the Remedy endpoint.

In the Endpoint, there should be a list of mappings under MSP Mappings.

Under the MSP Mappings list, select (SIAM map) maps to→. The following page should load:

Click the export button: Export to XML/JSON. Save the file locally for importing later.

Click Save to save the SIAM Mapping Page changes.

Repeat the above steps for any additional (SIAM map) maps to→ mappings table(s).

Importing SIAM Mappings for Cherwell Endpoint

Cherwell SIAM mappings can be imported individually (after an initial export). Please refer to the Remedy Endpoint page for instructions on importing SIAM Mappings.

SIAM Mappings instructions

*Note:* To import existing SIAM mapping tables, make sure you have exported them first. See Importing SIAM Mappings for Cherwell Endpoint for more details.

To import SIAM mappings individually, navigate to the Cherwell endpoint you want to import SIAM mappings to.

You can locate MSP Endpoint by going to: Perspectium MSP > Manage Customers > MSP Customers (select from the list) > MSP Customer Endpoint. Then select the Cherwell endpoint.

In the Endpoint, there should be a list of mappings under MSP Mappings.

Under the MSP Mappings list, select (SIAM map) maps to→. The following page should load:

Click the import button: Import from XML/JSON. Select an XML/JSON file to import.

Click Save to save the SIAM Mapping Page changes.

Repeat the above steps for any additional (SIAM map) maps to→ mappings table(s).

Process Actions

Action Name Description Required Fields Expected Result
create Create a new incident company, caller_id, contact_type, short_description, description New incident created in Cherwell or Error
correlate Correlates existing unbound incident Success or Error
attachment Add an attachment to a new or existing incident attachment Create a single attachment for the incident in Cherwell
amend General update (of a field) for a bonded incident. This includes comments. correlation_id, correlation_display Fields updated in Cherwell. If a comment was added, there will be a new journal entry in Cherwell
reopen A bonded incident has be changed from Resolved to In Progress correlation_id, correlation_display, state (In Progress) The status is changed to Reopened in Cherwell

Removed Actions

Action Name Removal Reason
comment Editing comments will send out an action amend instead
close Incidents cannot be set to Closed in Cherwell
msp_cherwell_endpoint.txt · Last modified: 2019/03/13 17:16 by mason.wong