Cherwell Workflow
The bidirectional Cherwell integration keeps critical information synchronized between Moogsoft Onprem and Cherwell.
You can perform the following actions with this integration:
Create a Cherwell incident from a Situation in Moogsoft Onprem.
Create a Cherwell incident from an alert in Moogsoft Onprem.
Close a Situation in Moogsoft Onprem to close the associated incident in Cherwell and vice versa.
Resolve a Situation in Moogsoft Onprem 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 Onprem.
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:
Open the Situation view.
Right-click on a Situation.
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 Onprem from Cherwell.
To do so, open the associated incident in Cherwell and add a journal note. This then appears in Moogsoft Onprem as follows:
"<your_Cherwell_username>: <journal_note>".
Similarly, any comments added to a Situation appear as journal notes on linked incidents in Cherwell.