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Level 9

Solarwinds / Cherwell

Recently it was determined that we would be moving to the Cherwell ticketing system and I see that it does contain "some" integration with Solarwinds. 

What experiences have you had regarding Cherwell with Solarwinds, and are there any tips/caveats you may have regarding the software?

We currently have a decent variety of Solarwinds Products, and it appears Cherwell to mainly work with SAM.  I'm sure I can still send an alert based on email integration to form tickets (I hope?).  Has anyone utilized that feature before, and how smoothly does it work?

Along with the Cherwell integration, we are in the process of redefining many of our procedures.  No one enjoys receiving that 2AM on-call phone call by your help desk regarding a non critical circuit that is under ISP maintenance, but how is it that your organization has handled that hurdle of when should information be escalated? 

What I am envisioning currently is to have a higher priority ticket created for those devices that require 24 hour maintenance (and the device goes down) that would provide information to the helpdesk to contact on-call if they receive that ticket.  Another option is to create a map in Network Atlas with a group regarding those nodes with a simple "green/red button" from the group.  If a critical node in the group goes down or is down for X minutes then the button goes red and they know it's of such a nature to escalate to on-call.  While that may seem very low level, I was informed to make the process as simple and easy for the staff as possible.

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8 Replies
Level 7

We are using SolarWinds NPM and moving to Cherwell.  Searching for guidance on integration between the two in order to generate Cherwell tickets from NPM alerts.

To the best of my knowledge nobody has demonstrated a method of doing a two way integration between Orion and Cherwell so far, not that it couldn't be done, just nobody has put in the time and then put it out to the public.

The easiest way is just to do a one way ticket by sending an email from orion to a mailbox that Cherwell ingests it from, but you'd need to script something up to get your incident numbers and statuses back from Cherwell.

-Marc Netterfield

    Loop1 Systems: SolarWinds Training and Professional Services

- Marc Netterfield, Github
Level 7

We're in the process of switching over to Cherwell ticketing system and will need to integrate with Solarwinds to generate tickets

We have our Solarwinds alerts generate emails which are passed onto Cherwell and raised as incidents.

This was a quick win as it meant we didn't have to make any changes to Cherwell. The team that manage Cherwell do like to keep things close to their chest as well which doesn't always help 😞

That seems to be the fastest way since Cherwell would accept inbound emails and generate an SR. However, how did you handle the auto-response email from Cherwell indicating an SR was opened?

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Level 9

We recently just started using Cherwell as our ticketing system. So Solarwinds integration would be cool.

Level 9

I would request the THWACH Admin or the Moderator to attach some attention in this area, we have 9 people who have raised a similar questions, i Hope we get some help here

Level 7

Did you ever figure out a way to have Solarwinds create incident tickets in Cherwell.  We have Cherwell currently and just purchased Solarwinds.  Looking for ways to have alerts create tickets automatically for us.