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servicenow_cherwell_installation

ServiceNow to Cherwell Installation and Configuration

Update Sets

To begin integrating SIAM for Cherwell into your ServiceNow instance you must first install the Perspectium update sets. For the latest update sets, visit the Update Set Releases page and request the download links from support@perspectium.com. For more information on installing or updating the update sets, visit the first time install or updating pages.

The update sets should be installed in this order:

  1. Perspectium for ServiceNow update set
  2. Perspectium Common Endpoint
  3. Perspectium Common Doc to integrate (ie. Common Incident, Common Change, etc.)
  4. Perspectium SIAM for Cherwell update set

Once both update sets have been installed the Perspectium app in the ServiceNow menu will show the Cherwell SIAM Integration tab:

Shared Queue

Select the Shared Queue module under the Cherwell SIAM Integration tab to see the queues list then select psp.in.siam.client.cherwell to see the queue configuration

Add the correct credentials to the form for Endpoint URL, Queue User Password and Queue User (Queue user should be in the format <vhost>/<username>).

To verify that the Shared Queue has been created:

  1. Click on the shared queues link under the Replicator tab in the Perspectium App.
  2. This should open up a table where a shared queue named psp.in.siam.client.cherwell should have been created.
  3. Click on this Shared Queue and verify that it is active.
  4. Stay in this Shared Queues view to complete the Dynamic Share and Shared queue configuration.

To complete the configuration you will need:

  1. The SIAM endpoint url
  2. The Queue user for your SIAM endpoint.
  3. The Queue user password for your SIAM endpoint.

Dynamic Shares

Select the Dynamic Shares module under the SIAM Cherwell Integration tab. For general information about Dynamic Shares check the Dynamic Share wiki page.

Incidents

ServiceNow incidents will integrate to Cherwell Incidents. The incidents dynamic share form should look similar to this:

Verify that the Table Map is Incident to Common Incident (Cherwell) and that the Target Queue is psp.in.siam.client.cherwell.

Cherwell to ServiceNow Installation and Configuration

For Cherwell to send to ServiceNow, you'll want to begin by setting up a Web Service call that will connect your One-Step Actions to Perspectium MBS and eventually your desired ServiceNow instance.

Web Service Setup

  1. Open Cherwell Administrator Application
  2. Navigate to Categories > Browser and Mobile > Web Services Manager
  3. Create a new Web Service through the green plus logo
  4. Fill in the general tab with URL being the Perspectium MBS endpoint (ex. https://qa.perspectium.net/cherwell/dev12345) and Service Type being REST.
  5. In the Methods tab you'll want to add a Web Service Method as shown below.

One-Step Action Setup

One step actions serve as the actions that fire the integration. Here you will have to setup an one-step action for both incident and journal fields. You can find the One-Step manager on the upper toolbar on your Cherwell Service Management Application. Navigate association to incident > Global > Workflow Actions. From here we will setup both the One-Step Actions mentioned below. The actions on each body mentioned below need to be the same as shown in each example.

Incident Create/Update

  1. Create a new one step action
  2. On the left side tab, drag in “Call a web service” as the next step
  3. Under General > Service, select the Web Service you've made previously.
  4. In the Method tab, you will map the Cherwell fields to be sent as seen below.
  5. Please be sure to edit the body an ensure is content is checked.

Journal Field

  1. Create a new One-Step Action
  2. In the conditions tab, check allowing one-step to run based on condition
  3. Create condition where Journal.Is Modified equals True AND Journal.Is New equals True.
  4. On the left side tab, drag in “Call a web service” as the next step
  5. Under General > Service, select the Web Service you've made previously.
  6. In the Method tab, you will map the Cherwell fields to be sent as seen below.

Cherwell Bulk Query

Dubnium

WARNING! Performing a Cherwell Bulk Query will migrate all of your incident records to ServiceNow.

In Cherwell, a Bulk Query can be set up by making some configuration changes to your Query Properties and creating a scheduled job to query for specific Cherwell objects. Please be aware that you will need the common document update sets for the fields you are trying to share to (ex. common_incident, common_problem).

Cherwell Query Properties Configuration

The Cherwell bulk query functionality leverages the query properties table to create the query filters.

The name for each query is important, as it will be the identifier for what properties will be used. The value will contain three mandatory parameters:

  1. fieldID: This is the Cherwell fieldID for the object you want to query for. For example, if you are trying to leverage the Incident status field, go into the Cherwell Administrator application, follow the Incident object, and then look for the status field. Here, you can get the fieldID to use for this query property. NOTE: The fieldID for Incident status will be different from the fieldId for Problem status.
  2. The second parameter is the operator for the filter. As of Perspectium's Dubnium release, Cherwell only supports the following operators: eq (equals), gt (greater than), lt (less than), contains, and startswith.
  3. The third and final parameter you will need is the value field. This field is what the filter is comparing against. For the bulk query to work correctly, make sure that the value is the exact value as shown in Cherwell.

Example Query Properties Configuration

fieldId=5eb3234ae1344c64a19819eda437f18d, operator=eq, value=New

NOTE: Do not include a space after =

There are two default properties that should not be modified: cherwell_pageNumber and cherwell_pageSize. For the bulk query to work efficiently, Cherwell returns individual pages with the page size amounts. If you notice performance issues, the value for cherwell_pageSize can be reduced. cherwell_pageNumber can be modified as described below in the Cherwell Single Page Query section.

Cherwell Scheduled Job Configuration

Navigate to the Cherwell Subscriber under the All Scheduled Jobs module to set up which object and query properties you want to query for. The mandatory parameters for the query are:

  1. The object you are querying for (incident, problem, etc.)
  2. The name of the query properties you set in the Cherwell Query Properties Configuration section
  3. The Cherwell Object ID for the object you are trying to query for. In the example below, 6dd53665c0c24cab86870a21cf6434ae is the Cherwell object ID for an incident. You can find this object ID by accessing the Cherwell Administrator application and navigating to Object > Properties > Object ID.

Example Scheduled Job Configuration

pspSC.createAndSendCherwellQuery("incident", "incident_query_property", "6dd53665c0c24cab86870a21cf6434ae");

Cherwell Single Page Query

You can query for an individual page of Cherwell records. By default, the Cherwell query properties for cherwell_pageNumber will be set to 1. This will query all pages starting from 1. In the case that you are looking to grab ONE page only, you can specify a number other than 1. For example, you can set the page number to 5, and you will exclusively receive only the objects that are returned from the query on page 5.

servicenow_cherwell_installation.txt · Last modified: 2019/03/13 16:05 by mason.wong