- 22 Mar 2023
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Cherwell IT Service Management - Create Incident
- Updated on 22 Mar 2023
- 5 Minutes to read
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Cherwell IT Service Management - Create Incident (Create Cherwell Incident) creates an incident in Cherwell for the entities retrieved from the saved query supplied as a trigger (or devices that have been selected in the asset table).
See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.
General Settings
- Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonious. You can change the name according to your needs.
- Add description (optional) - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
- Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
- A query only returns results for the asset type it was created for.
- Not all asset categories are supported for all Enforcement Actions.
- See Actions supported for Activity Logs and Adapter Fetch History Modules
- Action name - The name of the Main action. A default value is added by Axonious. You can change the name according to your needs.
- Configure Action Conditions - Toggle on to enter a condition statement. See Configuring Enforcement Action Conditions to learn more about condition statement syntax.
Use stored credentials from the Cherwell adapter - Select this option to use the first connected Cherwell adapter credentials.
- To use this option, you must successfully configure a Cherwell IT Service Management adapter connection.
- The user name and the password used for the adapter connection must be user with permissions to create new incidents.
Required Fields
These fields must be configured to run the Enforcement Set.
- Incident description - Specify an incident description.
Priority (required, default: 5) - Specify the incident priority.
Instance Name - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.
Additional Fields
These fields are optional.
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Cherwell Domain - The hostname or IP address of the Cherwell server.
NOTEIf Use stored credentials from the Cherwell adapter is disabled, this field is required. -
User Name and Password - The user name and the password of a user with permissions to create new incidents.
NOTEIf Use stored credentials from the Cherwell adapter is disabled, this field is required. -
Client ID - Enter the client ID created in the CSM Administrator. For details, see Cherwell - Obtaining API Client IDs.
NOTEIf Use stored credentials from the Cherwell adapter is disabled, this field is required. -
Verify SSL - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.
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HTTPS Proxy (optional, default: empty) - A proxy to use when connecting to the value supplied in Cherwell Domain.
- If supplied, Axonius will utilize the proxy when connecting to the value supplied in Cherwell Domain.
- If not supplied, Axonius will connect directly to the value supplied in Cherwell Domain.
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Short description - Specify the incident title.
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Add default incident description - Select whether to send the incident description to Cherwell.
- If enabled, Axonius will include the default incident description (mentioned below) in the Cherwell incident.
- If disabled, Axonius will not include the default incident description (mentioned below) in the Cherwell incident.
Message example:
Alert - "test" for the following query has been triggered: Missing SophosAlert Details
The alert was triggered because: The number of entities is above 0
The number of devices returned by the query:4
The previous number of devices was:4You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos
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Customer display name - Specify the customer display name.
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Multiple optional incident related settings :
- Source
- Service
- Category
- Subcategory
- Incident type
- Status
NOTESince the valid values of the different parameters are customer specific, Axonius does not validate any of those parameters values. You must make sure inserted values are correct, otherwise, the request might fail. -
Additional fields (optional, default: empty) - Specify additional fields to be added as part of the incident as key/value pairs in a JSON format. For example: {"field1": "value1", "field2": "value2"}.
- If supplied, Axonius will add the specified fields and values to the created incident. If one of the specified fields is invalid, the request might fail.
- If not supplied, Axonius will not add any additional fields to the created incident.
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Send CSV data - Select to include a CSV file with the query results in the issue created.
Additional CSV Settings
- Split by asset entities - Select to create a CSV file where each asset on a device is shown as a separate row. This separates each asset as the 'expand' option in the application. It separates each asset by its entity. For example, you will be able to know which values were fetched from each adapter connection.
a. If supplied, each value on a device or user is shown as a separate row.
b. If not supplied all values on a device are in the same cell on the CSV file. - Split by field values - Choose field value - For complex fields and lists you can create a CSV file where the values of complex fields and lists are represented as separate rows in the file. From the drop-down box select the value that you want to display in the file, 'Tags' for instance. Only fields that have been discovered are available. For example, if you export by Installed Software, you will be able to see each installed Software name and its version.
- Don't split complex objects into columns - When selected, complex objects appear in a single column in JSON format. By default, each field in a complex object is split into a separate column in the CSV file.
- Export CSV delimiter to use for multi-value fields (default: Export CSV delimiter to use for multi-value fields field under the System Settings section in the GUI Settings) - Specify a delimiter to separate between values within the same field of an exported CSV file, otherwise the delimiter defined in Export CSV delimiter to use for multi-value fields is used.
- Maximum rows (default: 1048500) - Specify the maximum number of rows to be included in the CSV file. When you set a value here the generated CSV file will include the top x rows, based on the specified values. Otherwise, the generated CSV file will include the default maximum rows, set as 1048500.
For more details about other Enforcement Actions available, see Action Library.