Cherwell Integration Guide

PagerDuty + Cherwell Integration Benefits

  • Trigger, acknowledge and resolve incidents between Cherwell and PagerDuty.
  • Priorities are automatically synced between PagerDuty and Cherwell.
  • Enables highly customizable workflows and logic.

How it Works

  • As a helpdesk system, incidents are often manually created in Cherwell, but it is possible to configure tools which send emails for automated incidents. Events from Cherwell will trigger a new incident on the corresponding PagerDuty service, or group as alerts into an existing incident.
  • Acknowledging and resolving incidents in PagerDuty will send acknowledge and resolve events to Cherwell.
  • Acknowledging and resolving incidents in Cherwell will send acknowledge and resolve events to PagerDuty.

Requirements

  • In order to configure this integration, you will need Cherwell Administrator Access, Cherwell Service Management Access, and Cherwell enabled on your PagerDuty account.
  • PagerDuty integrations require an Admin base role for account authorization. If you do not have this role, please reach out to an Admin or Account Owner within your organization to configure the integration.

Integration Walkthrough

In PagerDuty

There are two ways that Cherwell can be integrated with PagerDuty: via Global Event Routing or through an integration on a PagerDuty Service.

If you are adding Cherwell to an existing PagerDuty service, please skip to the Integrating with a PagerDuty Service section of this guide.

Integrating With Global Event Routing

Integrating with Global Event Routing enables you to route events to specific services based on the payload of the event from Cherwell. If you would like to learn more, please visit our article on Global Event Routing.

1. From the Configuration menu, select Event Rules.

2. On the Event Rules screen, click on the arrow next to Incoming Event Source to display the Integration key information. Copy your Integration Key. This is the same integration key you will use for any other tool you want to integrate with using event rules. When you have finished setting up the integration in Cherwell, you will return to this interface to specify how to route events from Cherwell to services in PagerDuty.

3. Keep this key in a safe place for later use. You can now proceed to the In Cherwell section below.

Note: If your team has already integrated using event rules, you can verify by looking up the PagerDuty Event Rules Integration Key in Cherwell’s integrations tab. You can then use the existing integration and pipe Cherwell events into your service by writing new event rules for your service.

Integrating With a PagerDuty Service

Integrating with a PagerDuty service directly can be beneficial if you don’t need to route alerts from Cherwell to different responders based on the event payload. You can still use service-level event rules to perform actions such as suppressing non actionable alerts and adjusting the severity.

1. From the Configuration menu, select Services.

2. If you are adding your integration to an existing service, click the name of the service you want to add the integration to. Then select the Integrations tab and click the New Integration button.

If you are creating a new service for your integration, please read our documentation in section Configuring Services and Integrations and follow the steps outlined in the Create a New Service section, selecting Cherwell as the Integration Type in step 4. Continue with the In Cherwell section (below) once you have finished these steps.

3. Enter an Integration Name in the format monitoring-tool-service-name (e.g. Cherwell-Shopping-Cart) and select Cherwell from the Integration Type menu.

4. Click Add Integration button to save your new integration. You will be redirected to the Integrations tab for your service.

5. An Integration Key will be generated on this screen. Keep this key saved in a safe place, as it will be used when you configure the integration with Cherwell in the next section.

In Cherwell

1. In your Windows environment, access Cherwell Administrator and download the Cherwell-PagerDuty.mApp file.

2. Open Cherwell Administrator and select mApps under Categories, and then click Apply a mApp under Pick a task….

3. Select the Cherwell-PagerDuty.mApp file.

4. Follow through the prompts:

a. Add your Integration Key (generated in the In PagerDuty section above) when prompted.
b. When asked to specify the PagerDuty Base URL, enter http://app.pagerduty.com.

5. After applying the mApp file, open up the Security Settings under Common Tasks and go to Edit REST API client settings where you can retrieve a ClientID that will allow PagerDuty to communicate with Cherwell.

6. To create a new entry, click the green ⊕ button and enter a Name. Copy the Client Key and keep it in a safe place for later use.

7. Create a PagerDuty User within Cherwell. This user will be used by PagerDuty to create and update incidents within Cherwell.

In PagerDuty (Cont.)

1. Go to Configuration and select Services.

2. Add Cherwell as an extension to the service(s) you would like to integrate with.

3. Provide the Cherwell URL, username, password, and Client Key when prompted in Cherwell Authentication.

4. Select the Services that you want PagerDuty and Cherwell to sync.

5. You should now be able to trigger an incident in PagerDuty and open it in Cherwell. If this is unsuccessful, please go back and verify that you’ve input your PagerDuty Integration Key and Cherwell credentials correctly.

FAQ

How do triggered and acknowledged states translate to Cherwell?

A triggered state in Cherwell is New, and an acknowledged event is In Progress. Like PagerDuty, an incident that has been taken care of is classified as being in a Resolved state.