Cherwell IT Service Management - Create Incident

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).

General Settings

Use stored credentials from the Cherwell adapter - Select this option to use the first connected Cherwell adapter credentials.

Required Fields

These fields must be configured to run the Enforcement Set.

2. 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.

1. Cherwell Domain - The hostname or IP address of the Cherwell server.

   NOTE

   If Use stored credentials from the Cherwell adapter is disabled, this field is required.

2. User Name and Password - The user name and the password of a user with permissions to create new incidents.

   NOTE

   If Use stored credentials from the Cherwell adapter is disabled, this field is required.

3. Client ID - Enter the client ID created in the CSM Administrator. For details, see Cherwell - Obtaining API Client IDs.

   NOTE

   If Use stored credentials from the Cherwell adapter is disabled, this field is required.

4. 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.

5. 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.

6. Short description - Specify the incident title.

7. 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 Sophos

   Alert 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:4

   You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos

8. Customer display name - Specify the customer display name.

9. Multiple optional incident related settings :

   1. Source
   2. Service
   3. Category
   4. Subcategory
   5. Incident type
   6. Status
   NOTE

   Since 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.

10. 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.

11. Send CSV data - Select to include a CSV file with the query results in the issue created.