Integrate with Cherwell

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

What does the integration offer?

Jira Service Management provides a powerful two-way integration with Cherwell. Use the integration to send Cherwell incidents to Jira Service Management's API with detailed information. Jira Service Management acts as a dispatcher for Cherwell alerts, determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

How does the integration work?

When the status of incident is New or Reopened in Cherwell, an alert is created in Jira Service Management automatically through the integration.
When the status of incident is In Progress in Cherwell, the alert that is created in Jira Service Management is acknowledged automatically.
When the status of incident is Resolved or Closed in Cherwell, the alert that is created in Jira Service Management is closed automatically.
If Send Alert Updates Back to Cherwell is enabled, incident actions are executed in Cherwell when the chosen action is executed in Jira Service Management for Cherwell alerts.
If Create Cherwell Incidents for Jira Service Management Alerts is enabled, incident actions are executed in Cherwell when the chosen action is executed in Jira Service Management for alerts from a different source than Cherwell.

Set up the integration

Cherwell is a bidirectional integration. Setting it up involves the following steps:

Add a Cherwell integration in Jira Service Management
Configure the integration in Cherwell

Add a Cherwell integration

Bidirectional integrations aren’t supported in Free and Standard plans. All the other integrations are supported at a team level in Free and Standard; however, for their outgoing part to work, you need to upgrade to a higher plan. To add any integration at a site level through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be either on Premium or Enterprise.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add a Cherwell integration in Jira Service Management, complete the following steps:

Go to your team’s operations page.
On the left navigation panel, select Integrations and then Add integration.
Run a search and select “Cherwell”.
On the next screen, enter a name for the integration.
Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.
Select Continue.
The integration is saved at this point.
Expand the Steps to configure the integration section and copy the API key.
You will use this key while configuring the integration in Cherwell later.
Select Turn on integration.
The rules you create for the integration will work only if you turn on the integration.

Jira Edge Connector is required for sending data to Cherwell from Jira Service Management.

We currently support Cherwellversion 10.X. Earlier versions aren’t supported due to API changes in Cherwell.

Configure the integration in Cherwell

To configure the integration of Cherwell with Jira Service Management, complete the following steps:

Download the integration blueprint (jsm.bp).
In Cherwell Administrator, open jsm.bp and publish it.
- Read how to open blueprints.
- Read how to publish blueprints.
Open Stored Values Manager.
Go to Global/Integrations and locate "JSM API Key".
Paste the API key copied previously from Jira Service Management into JSM API Key.
Read how to update stored values.

Jira Edge Connector (JEC) is required for sending data to Cherwell from Jira Service Management.

Modifications required in Cherwell for JEC integration

Before setting up the integration via JEC follow the steps below for a hassle-free experience.

Obtain REST API client ID

In Cherwell Service Management Administrator, open Security.
Select Edit REST API Client Settings.
Select on the plus sign to create a new entry.
Name the REST API client as Jira Service Management and copy the client id.
Select on the floppy disk icon to save.

Create a user for JEC Integration

Create a Cherwell User for JEC Integration to authenticate in Cherwell.

In Cherwell Service Management Administrator, open Security.
Select Edit Users.
Select on the plus sign to create a new entry.
Provide Cherwell authentication credentials for this user.
Set the Full Name of the user to JSM, the field is case-sensitive.
Image is optional.
Select on the floppy disk icon to save.

Create a customer for JEC Integration
Create a Cherwell Customer for JEC integration which will be used as the requestor of the incidents created by Jira Service Management.

In Cherwell Service Management, click on New > New Customer - Internal.
Set the Full Name of the customer to JSM, the field is case-sensitive.
Image is optional.
Select on the floppy disk icon to save.

Integrate via JEC

Alternatively, use Jira Service Management's JEC and the Cherwell script to execute actions on Cherwell. This enables deployment of your own scripts/ability to modify the ones provided and execute customized actions on Cherwell. To use the Cherwell integration package, follow the steps in the sections below through the end.

Download the latest version of the Cherewell package.

Installation

For RedHat-based Distributions

Run following command : rpm -i cherwell-<your_version>.rpm

For Debian-based Distributions

Run following command : dpkg -i cherwell-<your_version>.deb

For Windows

Unzip the integration zip file which contains JEC package into a directory (C:\jsm is the preferred path). For convenience lets refer to this Unzip path as %JEC_HOME%, you can create a system environment variable called JEC_HOME with the value of the unzip location, to do this open an elevated Powershell session and enter this command.

Text

[Environment]::SetEnvironmentVariable("JEC_HOME", <Path you extracted JEC package>, 'Machine')

Configure Cherwell integration for JEC

In order to use JEC utility for your Cherwell integration, enable Send Via JEC in your integration settings.
Other configurations regarding Cherwell can be done either via the integration settings page or the JEC configuration file. Configuration on the integration page precedes the configuration file.

Configure JEC

To be able to execute actions in Cherwell, JEC gets the configuration parameters from the configuration file located at path /home/jsm/jec/conf/config.json (Linux) or %JEC_HOME%\conf\config.json (Windows).

Configuration parameters

apiKey – Copy the API key from the Cherwell integration you've created above.
apiUrl – URL of your Cherwell API. For example: http://localhost/CherwellAPI/.
username – The username you used to sign in to Cherwell.
password – The password you used to sign in to Cherwell.
clientId – The clientId provided in the “Modifications required in Cherwell for JEC integration” section

The package that you downloaded also includes JEC utility which is at path /usr/local/bin/JiraEdgeConnector (Linux) or %JEC_HOME%\JiraEdgeConnector64.exe (Windows) and the script that is needed to be run by JEC which is under /home/jsm/jec/scripts (Linux) or %JEC_HOME%\scripts\actionExecutor.py (Windows). After the configuration of JEC is done, you need to run it. Read more about running JEC. After all is set, according to your action mappings incidents will be created / updated in Cherwell.

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