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 firstname.lastname@example.org. 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:
Once both update sets have been installed the Perspectium app in the ServiceNow menu will show the Cherwell SIAM Integration tab:
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:
To complete the configuration you will need:
Select the Dynamic Shares module under the SIAM Cherwell Integration tab. For general information about Dynamic Shares check the Dynamic Share wiki page.
Verify that the Table Map is Incident to Common Incident (Cherwell) and that the Target Queue is psp.in.siam.client.cherwell.
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.
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.
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).
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:
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.
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:
pspSC.createAndSendCherwellQuery("incident", "incident_query_property", "6dd53665c0c24cab86870a21cf6434ae");
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.