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About the connector

Cherwell IT Service Management is a robust, feature-rich, and modern IT Service Management (ITSM) system that gives IT teams the versatility they require to quickly configure, tailor, and constantly improve their IT systems and processes while reducing overhead.

This document provides information about the Cherwell connector, which facilitates automated interactions, with a Cherwell server using FortiSOAR™ playbooks. Add the Cherwell connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating a new incident record in the Cherwell Service Management system or performing a search in the Cherwell Service Management database based on the search parameters you have specified.

 

Version information

Connector Version: 1.0.0

Compatibility with FortiSOAR™ Versions: 4.9.0.0-708 and later

Compatibility with Cherwell SecOps Versions: v1

 

Installing the connector

For the procedure to install a connector, click here.

 

 

Prerequisites to configuring the connector

  • You must have the URL of the Cherwell Service Management server to which you will connect and perform the automated operations.
  • You must have the username with administrative access and credentials to access that server.
  • You must have the API key (client key) to access the Cherwell REST API.
  • To access the FortiSOAR™ UI, ensure that port 443 is open through the firewall for the FortiSOAR™ instance.
  • If you want to update Cherwell incident records automatically if the corresponding FortiSOAR™ incident module is updated and vice-versa, you require to perform the steps mentioned in the Updating the FortiSOAR™ modules section. This is required so that the Cherwell Incident ID is tracked and held in FortiSOAR™ records. This Cherwell Record ID is used to synchronize the records between FortiSOAR™ and Cherwell. Similarly, you might need to synchronize picklist fields to match with the Status or any other custom picklist fields. These picklist fields also require to be added into the FortiSOAR™ .

Updating the FortiSOAR™ modules

 

Note: This procedure is optional, and it enables bidirectional update of incidents. Therefore, perform this procedure, only if you require the Cherwell incident records to be automatically updated if the corresponding FortiSOAR™ incident module is updated and vice-versa.

 

When a Cherwell incident is mapped to a FortiSOAR™ incident, the Status and Incident ID of the Cherwell incident can be mapped into the equivalent fields in the FortiSOAR™ modules. Perform the following steps to add the Status and Incident ID fields to the FortiSOAR™ incident modules:

  1. Log on to FortiSOAR™ as an administrator.
  2. Click Administration > Application Editor > Picklist and create a cherwell status picklist as follows:
    1. In the Title field, type cherwellStatus.
    2. Add status in the following order: New, Assigned, In Progress, Closed, Reopened, and Resolved.
    3. Clear the Assign colors checkbox.
      Adding a Cherwell Status picklist
    4. Click Save.
  3. Update the Incidents Module as follows:
    1. Click Administration > Application Editor.
    2. On the Modules page, from the Select a module to edit or create a new module drop-down list, select Incidents.
    3. Click the Fields Editor tab.
    4. To update the incident statuses, in the Fields section, select Status and then from the Picklist drop-down list, select cherwellStatus.
      Updating Alerts module with Cherwell Status
    5. Click Apply and Save.
  4. To add the Cherwell Incident ID to the Incidents module, click the + (Add Field) icon and add a new field with the following properties:
    In the Field Type field, select Text Field.
    In the Name field, type cherwellId.
    In the Singular Name field, type Cherwell Id.
    Check the Searchable checkbox.
    Adding Cherwell Incidet ID to Incidents module
    Click Apply and Save.
  5. Once you have completed updating all the FortiSOAR™ modules, you must publish the module to enforce the changes. Click Publish All Modules and click OK to publish the modules.

Configuring the connector

For the procedure to configure a connector, click here.

 

Configuration parameters

In FortiSOAR™ , on the Connectors page, select the Cherwell connector and click Configure to configure the following parameters:

 

Parameter Description
Hostname IP address or Hostname of the Cherwell server to which you will connect and perform the automated operations.
User Name Username that has administrative privileges to the Cherwell server.
Password Password to access the Cherwell server.
API Key Client key provided by the Cherwell administrator to access the REST API.
Verify SSL Specifies whether a SSL certificate will be required for the connection between the Cherwell connector and Cherwell server.
By default, this option is set as True.

 

 

Actions supported by the connector

The following automated operations can be included in playbooks and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 onwards:

 

Function Description Annotation and Category
Create Incident Adds a new incident record in the Cherwell Service Management system. create_record
Investigation
Quick Search Searches for an incident in the Cherwell Service Management database based on the parameters you have specified. search_record
Investigation
Advance Search Performs an advanced search to retrieve incident records from the Cherwell Service Management database based on the parameters you have specified. search_record
Investigation
Update CyOPs Incident Updates FortiSOAR™ with the incident details from the Cherwell Service Management system. For example, this operation will update the Incident ID, Description, and Status, of a Cherwell Incident in FortiSOAR™ . update_record
Investigation
Update Cherwell Incident Updates an incident in the Cherwell Service Management system with the details, such as description and status, from FortiSOAR™ . update_record
Investigation
Show Incident Template Gets the Cherwell Incident templates so that you can know the Display Name and IDs of respective fields. show_fields
Investigation

 

operation: Create Incident

Input parameters

 

Parameter Description
Requestor Name of the customer for whom you are creating the incident.
Short Description Brief description of the incident record that you want to create.
Description Detailed description of the incident record that you want to create.
Source Source of the incident, i.e. from where you collected information for this incident. By default, this is set to Phone. You can select other sources like Walk-In, Social Media, and Event from the Source drop-down list.
Service Service that is affected by the incident. You can select services like Account Management, Employee Support, and Web Services from the Service drop-down list.
Priority Priority of the incident. You can choose the priority of the incident between,HighMedium, and Low from the Priority drop-down list.
Additional Fields Additional fields to be added to the incident record. If you require additional fields, then you must mention the field name and value in the dictionary format.
Syntax: {‘displayname’: ‘value1’ ,‘displayname’: ‘value2’....} 
Example: {'Owned By Manager':'Todd Brady' ,'Owned By Email': 'todd_brady@cybersponse.com'} 
Note: The additional fields that you add must be from the Cherwell default templates. You can get the default templates by using the Show Incident Template operation.

 

Output

A customized JSON output that is formatted for easy reference is the output for all the operations.

The JSON output contains the ID of the incident created in the Cherwell Service Management system.

Following image displays a sample output:

 

Sample output of the Create Incident operation

 

operation: Quick Search

Input parameters

 

Parameter Description
Select Field Field on which you want to perform the search.
Filter Options Filter Operators that you want to apply to the search. By default this is set to Equals.
Following operators are supported:
Equals: Equals the specified value.
Greater than: Greater than specified value.
Less than: Lesser than specified value.
Contains: Contains the specified value.
Starts with: Starts with the specified value.
Field Value Value of the field on which you want to perform the search.
Sort Direction Direction in which you want to sort the search results. By default this is set to Descending.
Fields List of displayName of the fields that you want to included in the search result.
Syntax: [ ‘displayname1’, ‘‘displayname2’ ……] 
Example: ['Incident ID', 'Status']
Note: If you provide an empty list and the Include All Fields is set to false then the default fields are returned in the result.
Include All Fields Determines whether all the fields should be returned by the search results.
True includes all the fields in the returned data and False does not include all the fields in the returned data.
Include Schema Determines whether the schema is returned by the search results.
True includes the schema in the returned data and False does not include the schema in the returned data.
Page Number Page number from which you want to search, i.e., the paging functionality. You can specify the page number that you want the Cherwell Server to render. By default, this is set to 0.
Page Size Size of the returned result. By default, this is set to 50.

 

Output

The JSON output contains a list of dictionaries of all the incidents that meets the filter criteria that you have specified.

Following image displays a sample output:

 

Sample output of the Quick Search operation

operation: Advance Search

Input parameters

 

Parameter Description
Field Query Collection of FilterInfo data structures. FilterInfo contains the displayName and the value of the field that you want to search and an operator.
You can specify more than one filter. If you add multiple filters for the same field, the result is an OR operation between those fields. If the fields are different, the result is an AND operation between those fields.
Syntax: [ ‘{'displayName':'string','operator': 'string','value': 'string'}, {'displayName':'string','operator': 'string','value': 'string'}, …] 
Following operators are supported:
eq: Equals the specified value.
gt: Greater than specified value.
lt: Lesser than specified value.
contains: Contains the specified value.
Startswith: Starts with the specified value.
Example: [ {'displayName':'Status','operator': 'eq','value': 'New'},{'displayName':'Incident ID','operator':'startsWith','value':'10'}]
Sort Query Collection of SortDirection data structures, which determines the direction in which you want to sort the search results. SortDirection contains the displayName of the field and the SortDirection.
sortDirection can be 0 (Descending) or 1 (Ascending). By default it is set to 0 (Descending).
Example: [{'displayName':'Incident ID','sortDirection': 1}]
Fields List of displayName of the fields that you want to included in the search result.
Syntax: [ ‘displayname1’, ‘‘displayname2’ ……] 
For example, ['Incident ID', 'Status']
Note: If you provide an empty list and the Include All Fields is set to false then the default fields are returned in the result.
Include All Fields Determines whether all the fields should be returned by the search results.
True includes all the fields in the returned data and False does not include all the fields in the returned data.
Include Schema Determines whether the schema is returned by the search results.
True includes the schema in the returned data and False does not include the schema in the returned data.
Page Number Page number from which you want to search, i.e., the paging functionality. You can specify the page number that you want the Cherwell Server to render. By default this is set to 0.
Page Size Size of the returned result. By default this is set to 50.

 

Note: Use the Show Incident Template operation to get valid display names of the fields that you will use to build custom queries.

Output

The JSON output contains a list of dictionaries of all the incidents that meets the filter criteria that you have specified.

Following image displays a sample output:

 

Sample output of the Advance Search operation

 

Examples of custom queries that you can write:

  • Use the following query to get all the incidents whose Status is New and whose Incident ID starts with 1022. Results must be sorted in the Ascending order and return only the requested fields with each record:
    Filter Query: [{'displayName':'Status','operator': 'eq','value':'New'}, {'displayName':'Incident ID','operator':'startsWith','value':'1022'}]
    Sort Query: [{'displayName':'Incident ID','sortDirection': 1}]
    Fields: ['Incident ID','Status',‘Short Description’]
  • Use the following query to get all the incidents created between a specified date range, for example, 6/1/2017’ to ‘11/20/2017
    Filter Query: [{'displayName':'Created Date Time','operator': 'gt','value': '6/1/2017 12:45:23 AM'}, {'displayName':'Created Date Time','operator':'lt','value':'11/20/2017 9:00:00 PM'}]

operation: Update CyOPs Incident

Input parameters

 

Parameter Description
CyOPs Record List List of incident records from FortiSOAR™ containing the FortiSOAR™ record IRI and the Cherwell Incident ID.
CyOPs to Cherwell Field Mapping Dictionary of FortiSOAR™ to Cherwell field mappings.
For example,
{ 
"description": "Short Description", 
"incidentstatus": "Status" 
}
CyOPs Picklists Dictionary that contains the picklists that map the FortiSOAR™ to Cherwell fields.
For example,
{ 
"incidentstatus", 
""New": "/api/3/picklists/cfc78b79-522f-455c-a052-a16b162d54eb", 
"Assigned": "/api/3/picklists/29c0bf1d-082e-43dc-9216-5868f587a0da", 
"Pending": "/api/3/picklists/6b8f94dc-dee1-4b66-8e9b-51b46f94aabb"," 
"In Progress": "/api/3/picklists/b216c2fa-0631-4a0d-add0-f3d6bb60b23c",
"Reopened": "/api/3/picklists/92fb9956-2a74-45ed-82be-9ce760ae61b1", 
"Resolved": l"/api/3/picklists/97e9bc03-5a4c-43c6-b3a3-47422b42d288" 
} 
Following image displays a sample output of the same:
Sample output of the CyOPs Picklists

 

 

Output

The JSON output contains detailed information about the incident updated in FortiSOAR™ .

Following image displays a sample output:

 

Sample output of the Update CyOPs Incident operation

 

operation: Update Cherwell Incident

Input parameters

 

Parameter Description
Incident ID ID of the Cherwell incident whose details you want to update.
Status Status of the Cherwell incident whose details you want to update.
Priority Priority of the Cherwell incident whose details you want to update.
Additional Fields Additional fields to be added to the incident record. If you require additional fields to be added to the record that you want to update, then you must mention the field name and value in the dictionary format.
Syntax: {‘displayname’: ‘value1’ ,‘displayname’: ‘value2’....} 
Example: {'Owned By Manager':'Todd Brady' ,'Owned By Email': 'todd_brady@cybersponse.com'} 
Note: The additional fields that you add must be from the Cherwell default templates. You can get the default templates by using the Show Incident Template operation.

 

Output

The JSON output contains the Business Object Public ID of the updated record.

Following image displays a sample output:

 

Sample output of the Update Cherwell Incident operation

 

operation: Show Incident Template

Input parameters

None

Output

The JSON output contains the dictionary of displayname and respective Field IDs.

Following image displays a sample output:

 

Sample output of the Show Incident Template operation

 

Included playbooks

The Sample-Cherwell-1.0.0 playbook collection comes bundled with the Cherwell connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the Cherwell connector.

  • Advance Search
  • Create Incident in Cherwell
  • Update Incident in Cherwell
  • Get Cherwell Incident Template
  • Quick Search
  • Periodic Scheduler to Update CyOPs Incident
  • Update CyOps Incident

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection, since the sample playbook collection gets deleted during connector upgrade and delete.

About the connector

Cherwell IT Service Management is a robust, feature-rich, and modern IT Service Management (ITSM) system that gives IT teams the versatility they require to quickly configure, tailor, and constantly improve their IT systems and processes while reducing overhead.

This document provides information about the Cherwell connector, which facilitates automated interactions, with a Cherwell server using FortiSOAR™ playbooks. Add the Cherwell connector as a step in FortiSOAR™ playbooks and perform automated operations, such as creating a new incident record in the Cherwell Service Management system or performing a search in the Cherwell Service Management database based on the search parameters you have specified.

 

Version information

Connector Version: 1.0.0

Compatibility with FortiSOAR™ Versions: 4.9.0.0-708 and later

Compatibility with Cherwell SecOps Versions: v1

 

Installing the connector

For the procedure to install a connector, click here.

 

 

Prerequisites to configuring the connector

Updating the FortiSOAR™ modules

 

Note: This procedure is optional, and it enables bidirectional update of incidents. Therefore, perform this procedure, only if you require the Cherwell incident records to be automatically updated if the corresponding FortiSOAR™ incident module is updated and vice-versa.

 

When a Cherwell incident is mapped to a FortiSOAR™ incident, the Status and Incident ID of the Cherwell incident can be mapped into the equivalent fields in the FortiSOAR™ modules. Perform the following steps to add the Status and Incident ID fields to the FortiSOAR™ incident modules:

  1. Log on to FortiSOAR™ as an administrator.
  2. Click Administration > Application Editor > Picklist and create a cherwell status picklist as follows:
    1. In the Title field, type cherwellStatus.
    2. Add status in the following order: New, Assigned, In Progress, Closed, Reopened, and Resolved.
    3. Clear the Assign colors checkbox.
      Adding a Cherwell Status picklist
    4. Click Save.
  3. Update the Incidents Module as follows:
    1. Click Administration > Application Editor.
    2. On the Modules page, from the Select a module to edit or create a new module drop-down list, select Incidents.
    3. Click the Fields Editor tab.
    4. To update the incident statuses, in the Fields section, select Status and then from the Picklist drop-down list, select cherwellStatus.
      Updating Alerts module with Cherwell Status
    5. Click Apply and Save.
  4. To add the Cherwell Incident ID to the Incidents module, click the + (Add Field) icon and add a new field with the following properties:
    In the Field Type field, select Text Field.
    In the Name field, type cherwellId.
    In the Singular Name field, type Cherwell Id.
    Check the Searchable checkbox.
    Adding Cherwell Incidet ID to Incidents module
    Click Apply and Save.
  5. Once you have completed updating all the FortiSOAR™ modules, you must publish the module to enforce the changes. Click Publish All Modules and click OK to publish the modules.

Configuring the connector

For the procedure to configure a connector, click here.

 

Configuration parameters

In FortiSOAR™ , on the Connectors page, select the Cherwell connector and click Configure to configure the following parameters:

 

Parameter Description
Hostname IP address or Hostname of the Cherwell server to which you will connect and perform the automated operations.
User Name Username that has administrative privileges to the Cherwell server.
Password Password to access the Cherwell server.
API Key Client key provided by the Cherwell administrator to access the REST API.
Verify SSL Specifies whether a SSL certificate will be required for the connection between the Cherwell connector and Cherwell server.
By default, this option is set as True.

 

 

Actions supported by the connector

The following automated operations can be included in playbooks and you can also use the annotations to access operations from FortiSOAR™ release 4.10.0 onwards:

 

Function Description Annotation and Category
Create Incident Adds a new incident record in the Cherwell Service Management system. create_record
Investigation
Quick Search Searches for an incident in the Cherwell Service Management database based on the parameters you have specified. search_record
Investigation
Advance Search Performs an advanced search to retrieve incident records from the Cherwell Service Management database based on the parameters you have specified. search_record
Investigation
Update CyOPs Incident Updates FortiSOAR™ with the incident details from the Cherwell Service Management system. For example, this operation will update the Incident ID, Description, and Status, of a Cherwell Incident in FortiSOAR™ . update_record
Investigation
Update Cherwell Incident Updates an incident in the Cherwell Service Management system with the details, such as description and status, from FortiSOAR™ . update_record
Investigation
Show Incident Template Gets the Cherwell Incident templates so that you can know the Display Name and IDs of respective fields. show_fields
Investigation

 

operation: Create Incident

Input parameters

 

Parameter Description
Requestor Name of the customer for whom you are creating the incident.
Short Description Brief description of the incident record that you want to create.
Description Detailed description of the incident record that you want to create.
Source Source of the incident, i.e. from where you collected information for this incident. By default, this is set to Phone. You can select other sources like Walk-In, Social Media, and Event from the Source drop-down list.
Service Service that is affected by the incident. You can select services like Account Management, Employee Support, and Web Services from the Service drop-down list.
Priority Priority of the incident. You can choose the priority of the incident between,HighMedium, and Low from the Priority drop-down list.
Additional Fields Additional fields to be added to the incident record. If you require additional fields, then you must mention the field name and value in the dictionary format.
Syntax: {‘displayname’: ‘value1’ ,‘displayname’: ‘value2’....} 
Example: {'Owned By Manager':'Todd Brady' ,'Owned By Email': 'todd_brady@cybersponse.com'} 
Note: The additional fields that you add must be from the Cherwell default templates. You can get the default templates by using the Show Incident Template operation.

 

Output

A customized JSON output that is formatted for easy reference is the output for all the operations.

The JSON output contains the ID of the incident created in the Cherwell Service Management system.

Following image displays a sample output:

 

Sample output of the Create Incident operation

 

operation: Quick Search

Input parameters

 

Parameter Description
Select Field Field on which you want to perform the search.
Filter Options Filter Operators that you want to apply to the search. By default this is set to Equals.
Following operators are supported:
Equals: Equals the specified value.
Greater than: Greater than specified value.
Less than: Lesser than specified value.
Contains: Contains the specified value.
Starts with: Starts with the specified value.
Field Value Value of the field on which you want to perform the search.
Sort Direction Direction in which you want to sort the search results. By default this is set to Descending.
Fields List of displayName of the fields that you want to included in the search result.
Syntax: [ ‘displayname1’, ‘‘displayname2’ ……] 
Example: ['Incident ID', 'Status']
Note: If you provide an empty list and the Include All Fields is set to false then the default fields are returned in the result.
Include All Fields Determines whether all the fields should be returned by the search results.
True includes all the fields in the returned data and False does not include all the fields in the returned data.
Include Schema Determines whether the schema is returned by the search results.
True includes the schema in the returned data and False does not include the schema in the returned data.
Page Number Page number from which you want to search, i.e., the paging functionality. You can specify the page number that you want the Cherwell Server to render. By default, this is set to 0.
Page Size Size of the returned result. By default, this is set to 50.

 

Output

The JSON output contains a list of dictionaries of all the incidents that meets the filter criteria that you have specified.

Following image displays a sample output:

 

Sample output of the Quick Search operation

operation: Advance Search

Input parameters

 

Parameter Description
Field Query Collection of FilterInfo data structures. FilterInfo contains the displayName and the value of the field that you want to search and an operator.
You can specify more than one filter. If you add multiple filters for the same field, the result is an OR operation between those fields. If the fields are different, the result is an AND operation between those fields.
Syntax: [ ‘{'displayName':'string','operator': 'string','value': 'string'}, {'displayName':'string','operator': 'string','value': 'string'}, …] 
Following operators are supported:
eq: Equals the specified value.
gt: Greater than specified value.
lt: Lesser than specified value.
contains: Contains the specified value.
Startswith: Starts with the specified value.
Example: [ {'displayName':'Status','operator': 'eq','value': 'New'},{'displayName':'Incident ID','operator':'startsWith','value':'10'}]
Sort Query Collection of SortDirection data structures, which determines the direction in which you want to sort the search results. SortDirection contains the displayName of the field and the SortDirection.
sortDirection can be 0 (Descending) or 1 (Ascending). By default it is set to 0 (Descending).
Example: [{'displayName':'Incident ID','sortDirection': 1}]
Fields List of displayName of the fields that you want to included in the search result.
Syntax: [ ‘displayname1’, ‘‘displayname2’ ……] 
For example, ['Incident ID', 'Status']
Note: If you provide an empty list and the Include All Fields is set to false then the default fields are returned in the result.
Include All Fields Determines whether all the fields should be returned by the search results.
True includes all the fields in the returned data and False does not include all the fields in the returned data.
Include Schema Determines whether the schema is returned by the search results.
True includes the schema in the returned data and False does not include the schema in the returned data.
Page Number Page number from which you want to search, i.e., the paging functionality. You can specify the page number that you want the Cherwell Server to render. By default this is set to 0.
Page Size Size of the returned result. By default this is set to 50.

 

Note: Use the Show Incident Template operation to get valid display names of the fields that you will use to build custom queries.

Output

The JSON output contains a list of dictionaries of all the incidents that meets the filter criteria that you have specified.

Following image displays a sample output:

 

Sample output of the Advance Search operation

 

Examples of custom queries that you can write:

operation: Update CyOPs Incident

Input parameters

 

Parameter Description
CyOPs Record List List of incident records from FortiSOAR™ containing the FortiSOAR™ record IRI and the Cherwell Incident ID.
CyOPs to Cherwell Field Mapping Dictionary of FortiSOAR™ to Cherwell field mappings.
For example,
{ 
"description": "Short Description", 
"incidentstatus": "Status" 
}
CyOPs Picklists Dictionary that contains the picklists that map the FortiSOAR™ to Cherwell fields.
For example,
{ 
"incidentstatus", 
""New": "/api/3/picklists/cfc78b79-522f-455c-a052-a16b162d54eb", 
"Assigned": "/api/3/picklists/29c0bf1d-082e-43dc-9216-5868f587a0da", 
"Pending": "/api/3/picklists/6b8f94dc-dee1-4b66-8e9b-51b46f94aabb"," 
"In Progress": "/api/3/picklists/b216c2fa-0631-4a0d-add0-f3d6bb60b23c",
"Reopened": "/api/3/picklists/92fb9956-2a74-45ed-82be-9ce760ae61b1", 
"Resolved": l"/api/3/picklists/97e9bc03-5a4c-43c6-b3a3-47422b42d288" 
} 
Following image displays a sample output of the same:
Sample output of the CyOPs Picklists

 

 

Output

The JSON output contains detailed information about the incident updated in FortiSOAR™ .

Following image displays a sample output:

 

Sample output of the Update CyOPs Incident operation

 

operation: Update Cherwell Incident

Input parameters

 

Parameter Description
Incident ID ID of the Cherwell incident whose details you want to update.
Status Status of the Cherwell incident whose details you want to update.
Priority Priority of the Cherwell incident whose details you want to update.
Additional Fields Additional fields to be added to the incident record. If you require additional fields to be added to the record that you want to update, then you must mention the field name and value in the dictionary format.
Syntax: {‘displayname’: ‘value1’ ,‘displayname’: ‘value2’....} 
Example: {'Owned By Manager':'Todd Brady' ,'Owned By Email': 'todd_brady@cybersponse.com'} 
Note: The additional fields that you add must be from the Cherwell default templates. You can get the default templates by using the Show Incident Template operation.

 

Output

The JSON output contains the Business Object Public ID of the updated record.

Following image displays a sample output:

 

Sample output of the Update Cherwell Incident operation

 

operation: Show Incident Template

Input parameters

None

Output

The JSON output contains the dictionary of displayname and respective Field IDs.

Following image displays a sample output:

 

Sample output of the Show Incident Template operation

 

Included playbooks

The Sample-Cherwell-1.0.0 playbook collection comes bundled with the Cherwell connector. This playbook contains steps using which you can perform all supported actions. You can see the bundled playbooks in the Automation > Playbooks section in FortiSOAR™ after importing the Cherwell connector.

Note: If you are planning to use any of the sample playbooks in your environment, ensure that you clone those playbooks and move them to a different collection, since the sample playbook collection gets deleted during connector upgrade and delete.