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Cherwell IT Service Management (Ticket)

Connector name

pxcherwell

Connector type

Executable with script

Type (UI field value)

Cherwell IT Service Management (Ticket)

Target system versions supported / tested

Bravura Security Fabric uses the pxcherwell interface program to trigger creations and updates on Cherwell systems when certain events occur on the Bravura Security Fabric server.

Connector status / support

Customer-Verified

Clients may contact Bravura Security support for assistance with this connector. Troubleshooting and testing must be completed in the client's test environment as Bravura Security does not maintain internal test environments for the associated target system.

Installation / setup

Interface programs are installed in the interface directory.

Modify the sample pxcherwell.cfg script included in the samples directory and copy it to the \<instance>\script\ directory.

The following sections show you how to configure the event actions interface for Bravura Security Fabric by:

  • Preparing the target

  • Setting the target system address in Bravura Security Fabric

  • Writing a configuration file for event actions

Preparation

Before you can target Cherwell, you must:

  • Configure a target system administrator that can create tickets on Cherwell

  • Ensure that you install the Cherwell Service Management (CSM) client software

  • Generate a REST API client key from the CSM Administrator Client to be used as the target system IDi

Targeting a Cherwell server

Bravura Security Fabric provides the option of using the target system name in event action fields in the Manage the system (PSA) module or Configure event (ITSM) module, rather than the program name. The security benefit is that all sensitive information (server address, admin credentials) is automatically passed to the program, rather than stored in the .cfg file in plain text.

You can add a target system in Bravura Security Fabric (Manage the System > Resources > Target systems) for each Cherwell server to support the event actions interface.

  • Type is Cherwell IT Service Management (Ticket) , listed under IT Service Management Systems .

  • Cherwell IT Service Managemen t target system address syntax is as follows:

    Server The server’s host name or IP address.

    (key: server)

    Port The TCP port number, typically 443.

    (key: port)

    Connection over SSL Select to enforce SSL connections. Default is "true".

    (key: ssl)

    Validate the server’s certificate when connecting Determines whether to validate the server’s security certificate for SSL connections. Default is "true".

    (key: checkCert)

    HTTP Network Proxy (Optional) Proxy URL to use for connecting.

    (key: proxy)

    Module Incident, Change , or Problem

    (key: module)

    The address is entered in KVGroup syntax:

    {server=<server url>; port=<port>; proxy=<ip:port>; ssl=<true|false>; checkcert=<true|false>; module=<incident|change|problem>}

  • Set the Administrator ID and Password to the login ID and password for the user with permissions to perform all required operations.

Once you write a configuration file, you can use the target ID to configure event actions in the Manage the system (PSA) module or Configure event (ITSM) module.

Configuring event actions

pxcherwell can manage Incident, Problem or Change on Cherwell systems.

To configure an event action to interface with Cherwell, you must write a configuration file. Modify the pxcherwell.cfg sample script included in the samples directory and copy it to the \<instance>\script\ directory. If you cannot find the sample file, try re-running setup to modify your installation. Sample files are automatically installed with complete (typical) installations. You can select them in custom installations.

When you configure an event, you enter the program name or, as of Bravura Security Fabric version 7.0, the target ID you set up earlier. In both cases, pxcherwell looks for the default script with the matching name.

You can write an alternative .cfg file; for example when you have multiple Cherwell targets. When you configure an event, you specify the file using the -cfg parameter; for example:

  • pxcherwell.exe -cfg myfile.cfg

    or

  • MYTARGET -cfg myfile.cfg

Requirements

If you do not use a ticket target to configure events, you must define the variables shown in table below in every Cherwell script.

Table 1. Required variables for Cherwell

Variable

Description of the value

adminid

The user ID of a user with permissions to perform all operations that you require.

adminpwd

The password for the above user.

server

The URL/URI of the Cherwell web service.

clientKey

The REST API client key.



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