Moogsoft Docs

Cherwell Workflow

The bidirectional Cherwell integration keeps critical information synchronized between Moogsoft AIOps and Cherwell.

You can perform the following actions with this integration:

  • Create a Cherwell incident from a Situation in Moogsoft AIOps.
  • Create a Cherwell incident from an a lert in Moogsoft AIOps.
  • Close a Situation in Moogsoft AIOps to close the associated incident in Cherwell and vice versa.
  • Resolve a Situation in Moogsoft AIOps to resolve the associated incident in Cherwell and vice versa.
  • Reopen a Cherwell incident to reopen the linked alert or Situation.
  • Comment on a Situation for the comment to appear on the associated incident in Cherwell and vice versa.
  • Automatically assign a Cherwell incident to the user that created the incident from Moogsoft AIOps.

For information on configuring the integration see Cherwell Service Management .

Create a Cherwell Incident from a Situation

You can create a Cherwell incident from a Situation following these steps:

  1. Open an Situation view.
  2. Right-click on a Situation.
  3. Select Tools > Open Cherwell Incident

The integration creates a new Cherwell incident and prefixes Cherwell it with 'Moogsoft AIOps Situation [number]'. Do not remove this prefix as it is needed to synchronize comments and change statuses and descriptions.

Comment on a Situation Room from Cherwell

You can add comments to the comment thread of a Situation Room in Moogsoft AIOps from Cherwell.

To do this, open the associated incident in Cherwell and add a journal note. This appears in Moogsoft AIOps as follows:

"<your_Cherwell_username>: <journal_note>".

Similarly, any comments added to a Situation appear as journal notes on linked incidents in Cherwell.