Cherwell Incidents

To add a Cherwell step to your flow:

1. Go to the Apps in the palette, expand Cherwell, and drag the step you want to add onto the canvas.
   • For instructions on using the Cherwell trigger, see Cherwell Incidents trigger.
2. Connect the step to the previous step in the flow. This gives you access to the alert properties and outputs of previous steps when you configure this step's inputs.
3. Double-click the step to edit it, and use the Setup tab to configure the inputs. You can use plain text and input variables (or both). See the following sections for detailed information on the inputs for each step, including which are required.
4. On the Endpoint tab, configure the step to point to your Cherwell instance.
   • You can select a pre-existing endpoint or create a new endpoint.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

Inputs

Inputs with an asterisk* are required.

Outputs

Inputs

Inputs with an asterisk* are required.

Outputs

There are no outputs for this step.

1. Go to the Triggers tab in the palette, expand the App Triggers section and drag the trigger onto the canvas.
2. Double-click the trigger (or click the pencil icon).
3. Set the authenticating user, and then copy the URL — you'll use this to configure Cherwell. Alternatively, you can create an integration user to use as the authenticating user.

   

4. Click the Flood Control tab to edit the trigger's default flood control settings. For more information about these settings, see Trigger Flood Control.
5. Click Done.
6. On the flow canvas, connect the steps you want to run when xMatters receives a request to that URL.

You're now ready to configure Cherwell to target the trigger.

To have Cherwell send alerts to the flow trigger, you need to import the xMatters blueprint, and then configure the webhook in a One-Step Action to use the trigger URL.

1. Download the xMatters Cherwell Blueprint and save it to an easy-to-find location.
2. Open Cherwell Administrator and, in the Categories menu, click Automation Processes.
3. From the Pick a task options, select Open an existing Automation Process Blueprint.

   

4. Navigate to the location of the xMatters Blueprint you previously downloaded, and click Open.
5. In the Edit Automation Processes window, scroll to the bottom of the list, right-click xMatters - Incident Created and then select Edit process.

   

6. On the Simple Action/Event Automation Process window, select Action.
7. Select the One Step radio button and then select New Incident from the drop-down list.
8. Click the Browse button to the right of the One Step field to open the One-Step Action Manager menu.

   

9. In the One-Step Action Manager window, click New Incident, and then select Edit.
10. In the One-Step editor, click the HTTP Request step to edit its details.
11. In the Step Details for HTTP Request section, paste the trigger URL you copied from the Cherwell trigger in Flow Designer into the Url field. You can set the default recipient to be the Assigned Team or add the target names of any recipients you want xMatters to notify when the alert fires.
    • For example, if you want to notify Emma Pearson, Mary McBride, and the on-call members in the Monitor Team responsible for the service, you'd add ?recipients=epearson,mmcbride,monitor%20team to the URL.
    • You must URL-encode any special characters or spaces in the target names.

    

12. Click OKto save the changes, click OK to close the One-Step Action Manager window, and then click Save to close the Simple Action/Event Automation Process window.
13. On the Edit Automation Process window, select File > Publish Blueprint.

    

14. In the Publish Options window, accept the default settings and click Publish.

    

Once the Blueprint is published, you're ready to use the webhook to trigger automated flows, including steps such as sending alerts and initiating incidents, though we always recommend testing before putting things into use.

The Cherwell Incidents trigger has the following outputs you can use as inputs to steps further along the flow. If you want to include additional items in the payload from Cherwell and make that information available in the outputs, you can convert the trigger to a custom HTTP trigger and edit the script.