Integration with Cherwell ITSM

BigFix Runbook AI integrates with Cherwell ITSM for Incident Management (IM) by creating and managing the required IM data sources. Before creating or configuring the data source, ensure that the organization has been set up.

Incident Management

To create a data source for Incident Management, perform the following steps:

  • On the main menu bar, click Action tabManage Data Sources.
  • The Create Data Source page appears with the following tabs:
  • Organization
  • Data Source
  • Fetch Data Configuration
  • Release Rules Configuration
Figure 1. Figure 175 – Create Data Source

Release Rules Configuration is only applicable for the following Module types- Incident Management, Change Request Task and Service Request Task. This tab will not be activated for other module types.

  • On the Organization tab,
  • Select the Organization Name from the dropdown.
  • Select the Module as Incident Management, since we are configuring this data source for pulling the incident tickets.
  • Select the Service as Cherwell Tool as we are configuring the data source for Cherwell
  • Select the Integration Type as REST, since we will be integrating through REST APIs.
  • Click Next.
Figure 2. Figure 176 – Create Data Source (cont.)
  • On the Data Source tab,
  • Type the new data source in the Name field.
  • Select the Timezone to specify the time zone of the selected data source.
  • Select Timestamp to view the present data with date and time.
  • Select Analysis Enabled? if user wants to analyze the data retrieved from the data source.
  • Click Next.
Figure 3. Figure 177 – Create Data Source (cont.)
  • On the Fetch Data Configuration tab, type in the details as per the environment.
  • In the Connection Details section, enter the following details:
  • URL – Type the URL which contains the placeholders that display the parameters based on the applied clause such as the number of records to be fetched, query type, date on which the data is fetched, and the order by and so on. It is dependent on the URL or API provided by the tool.
  • Sample URL - http://<iAutomate_API_URL>/iAutomateAPI/Request/GetIncidentTicketData/<Org_ID>?start_date>=#Start_Date#&end_date<=#End_Date#&
  • Here, < iAutomate_API_URL > is the API URL of BigFix Runbook AI where Push APIs are present and <Org_ID> is the OrgID for the organization for which you are creating the data source. It is available in Organization Master in Database.
  • Authentication Type – Select one of the Authentication Types from Basic / Windows, JWT, OAuth 2.0

The user details that are entered here should be an API User

  • Selection of Basic / Windows requires you to enter -
  • User Id
  • Password.
  • Selection of JWT / OAuth 2.0 requires you to enter -
  • User Id
  • Password
  • Authentication URL
  • Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
  • Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 4. Figure 178 – Create Data Source (Connection Details)
Graphical user interface, text, application, email Description automatically generated
  • Password  For password, click on icon next to it. If the password is available in plaintext then select Input type as Input Text and enter the password in Value field. Else if it is available in any Key Vault such as CyberArk then select Input Type as CyberArk and then select any of the configured details from the value field.
Figure 5. Figure 179  Password in plaintext
Graphical user interface, application Description automatically generated
Figure 6. Figure 180  Password from Key Vault (CyberArk)
Graphical user interface Description automatically generated
  • Request Authentication Parameters – If the user has additional parameters, click Add Authentication Parameters under the Request Authentication Parameters tab.
  • Based on the Authentication Type, add the parameters mentioned in the below table.
Table 1. Table 32– Sample Authentication Parameters
Authentication Type Key Value Is Encrypted? Is Key?
JWT username <username> NO YES
JWT password <password> YES YES
JWT AuthMethod POST NO NO
JWT AuthPrefix AR-JWT NO NO
JWT TokenKey access_token NO NO
JWT ResponseType TEXT NO NO
OAuth2.0 username <username NO YES
OAuth2.0 password <password> YES YES
OAuth2.0 AuthMethod POST NO NO
OAuth2.0 AuthPrefix Bearer NO NO
OAuth2.0 client_id <clientID> YES YES
OAuth2.0 client_secret <clientsecret> YES YES
OAuth2.0 TokenKey access_token NO NO
OAuth2.0 ResponseType JSON NO NO
OAuth2.0 grant_type Password NO YES
Figure 7. Figure 181 – Create Data Source (Request Authentication Parameters for JWT)
Figure 8. Figure 182 – Create Data Source (Request Authentication Parameters for OAuth2.0)
  • URL Path Parameters – Based on the URL entered earlier, please map the values to the URL Path Parameters. E.g., for the URL entered earlier, please populate the below inputs:

Key: #StartDate#

ValueType: SQL UDF

VALUE: @@GetFromDateTimeUsingIncidentPushStagingModifiedDate

Key: #EndDate#

ValueType: SQL UDF

VALUE: @@GetToolCurrentDateTime

Figure 9. Figure 183– URL Path Parameters
  • Request Header Parameters – Please enter the request header parameters as required.
  • Response Body – In this section, please enter the output of URL query for one of the incidents in JSON format. A sample response is mentioned below.

Response Body –

{"result": [{

"TicketNumber": "INC0303860",

"Summary": "testing",

"Description": "testing data",

"AssignedGroup": "02cc6a39376e4f00c72b2b2943990e69",

"StatusCode": "1",

"CreationDate": "2020-05-06 12:06:05.000",

"LastModifiedDate": "2020-05-06 12:06:05.000",

"ClosedDate": "2020-05-06 12:26:05.000",

"sys_id": "2b535ab3dbc988506d7550d3dc96190e",

"Col1": "",

"Col2": "A",

"Col3": "A",

"Col4": "A",

"Col5": "A"

}]

}

  • After entering the response, click Extract Keys to add the parameters in the Mandatory Parameter Mapping section.
  • Mandatory Parameter Mapping – Please map the mandatory parameters to the respective values as mentioned in the screenshot below:
Table 2. Table 33– Sample Mandatory Parameter Mapping
Key Value Type Value
TicketNumber JSON.Keys result.0.TicketNumber
Summary JSON.Keys result.0.Summary
Description JSON.Keys result.0.Description
CreationDate JSON.Keys result.0.CreationDate
StatusCode JSON.Keys result.0.StatusCode
ResolvedDate JSON.Keys result.0.ClosedDate
LastModifiedDate JSON.Keys result.0.LastModifiedDate
Figure 10. Figure 184 – Mandatory Parameter Mapping
  • If you need to add Optional parameters, click Add Response Parameter to add more parameters. For our purpose, we will be adding a couple of extra parameters, as mentioned below, as we need them in the later section.
Table 3. Table 34– Sample Optional Parameters
Key Value Type Value
AssignedGroup JSON.Keys result.0.AssignedGroup
Col1 JSON.Keys result.0.sys_id
Figure 11. Figure 185 – Optional Parameter Mapping
  • Click Next to proceed to Release Rules Configuration.
  • On Release Rules Configuration tab, type in the details as per the requirement.
  • In the Connection Details section, enter the following details:
  • URL – Type the URL of the selected service type to release the ticket. It contains the placeholders that display the parameters based on the applied clause and is dependent on the URL or API provided by the tool.
  • Sample URL - https://<url>.cherwellondemand.com/CherwellAPI/api/V1/savebusinessobjectbatch
  • Authentication Type – Please enter the information in line with the Authentication type configured for fetching data configuration previously. For e.g., JWT.
  • Request Method – Select Request Method as POST from the drop-down.
  • Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
  • Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 12. Figure 186 – Release Rules Configuration (Connection Details)
Graphical user interface, text, application, email Description automatically generated
  • Password  For password, click on icon next to it. If the password is available in plaintext, then select Input type as Input Text and enter the password in Value field. Else if it is available in any Key Vault such as CyberArk then select Input Type as CyberArk and then select any of the configured details from the value field.
Figure 13. Figure 187  Password in plaintext
Graphical user interface, application Description automatically generated
Figure 14. Figure 188  Password from Key Vault (CyberArk)
Graphical user interface Description automatically generated
  • Request Authentication Parameters - If the user has additional parameters, click Add Authentication Parameters under the Request Authentication Parameters tab.
  • Based on the Authentication Type, add the parameters mentioned in the below table
Table 4. Table 35– Sample Authentication Parameters
Key Value Is Encrypted? Is Key?
grant_type password N Y
username <username> N Y
Password <password> Y Y
client_id <client_id> N Y
AuthPrefix Bearer N N
AuthMethod POST N N
ResponseType JSON N N
TokenKey access_token N N
Figure 15. Figure 189 – Create Data Source (Request Authentication Parameters)
  • Request Body - In this section, please enter the request body in JSON format. A sample request is mentioned below:

Request Body –

{

"saveRequests": [

{

"busObId": "6dd53665c0c24cab86870a21cf6434ae",

"busObPublicId": null,

"busObRecId": "#sys_id#",

"cacheKey": null,

"cacheScope": "Tenant",

"fields": [

{

"dirty": true,

"displayName": null,

"fieldId": "9339fc404e8d5299b7a7c64de79ab81a1c1ff4306c",

"html": null,

"name": null,

"value": "Service Desk"

},

{

"dirty": true,

"displayName": null,

"fieldId": "9339fc404e4c93350bf5be446fb13d693b0bb7f219",

"html": null,

"name": null,

"value": ""

},

{

"dirty": true,

"displayName": null,

"fieldId": "5eb3234ae1344c64a19819eda437f18d",

"html": null,

"name": null,

"value": "Assigned"

}

],

"persist": true

},

{

"busObId": "934d8181ba9d3a6a506d7643e1bc71f70fa9b47412",

"busObPublicId": null,

"busObRecId": null,

"cacheKey": null,

"cacheScope": "Tenant",

"fields": [

{

"dirty": true,

"displayName": null,

"fieldId": "9341223bbcef1e2b8dfa6048a2bb4be1e94bad60ac",

"html": null,

"name": null,

"value": "#Reassign_comment#"

},

{

"dirty": true,

"displayName": null,

"fieldId": "9341222c4b89e253dd22b64d1fb16d0008bef6971f",

"html": null,

"name": null,

"value": "#ticket_sys_id#"

}

],

"persist": true

}

],

"stopOnError": true}

Figure 16. Figure 190 – Release Rules Configuration (Request Body)
  • Response Body – In this section, please enter the response body in JSON format. A sample request is mentioned below:

Response Body –

{ "result" : "#success#" }

Figure 17. Figure 191 – Release Rules Configuration (Response Body)
  • Response Key Value mapping can be done as per the below table.
Table 5. Table 36– Sample Response Key Value Mapping
#success# Text OK
  • Click Submit to add the data source.
  • In order to bring the tickets within BigFix Runbook AI scope, a specific queue needs to be configured in the ITSM tool and same has to be configured in BigFix Runbook AI. This is achieved through Manage the Entry Criteria. Please perform the below steps:
  • Go to Action tab and click Manage Data Sources.
  • On the Data Sources tab, click next to the data source user wants to manage. Manage Entry Criteria screen appears.
Figure 18. Figure 192 – Manage Entry Criteria
  • Select ‘AssignedGroup’ for the Column field and ‘equals to’ for the Operator field.
  • Enter the sys_id of the assignment group in Cherwell in the Value field.
  • Clause and Sub-Clause fields can also be added based on requirement.
Figure 19. Figure 193 – Manage Entry Criteria (cont.)
  • Click Save.
  • To configure the Release rules for the data source created earlier, perform the below steps:
  • Go to Action Tab Runbooks Manage Rules.
  • Select the Organization and the data source created from Data Source dropdown.
Figure 20. Figure 194 – Manage Release Rules
  • Click on corresponding to –No Rule—
  • Map the parameters #sys_id# to the column in which sys_id was mapped while performing the mandatory parameter mapping while data source creation.
  • Mention the reason for releasing ticket in #reassign_comments#.
  • Map #ticket_sys_id# again to the column in which sys_id was mapped while performing the mandatory parameter mapping while data source creation.
Figure 21. Figure 195 – Manage Release Rules (cont.)
  • Click OK.
Figure 22. Figure 196 – Manage Release Rules (cont.)
  • Click Save Rule.

Service Request Task Management

To create a data source for Service Request Task Management, perform the following steps:

  • On the main menu bar, click Actions tabManage Data Sources.
  • The Create Data Source page appears with the following tabs:
  • Organization
  • Data Source
  • Fetch Data Configuration
  • Release Rules Configuration
Figure 23. Figure 197 – Create Data Source

Release Rules Configuration is only applicable for the following Module types- Incident Management, Change Request Task and Service Request Task. This tab will not be activated for other module types.

  • On the Organization tab,
  • Select the Organization Name from the dropdown.
  • In the Module field, select Service Request Task, since we are configuring this data source for pulling the service request task tickets.
  • In the Service field, select Cherwell Tool as we are configuring the data source for Cherwell
  • In the Integration Type field, select REST, since we will be integrating through REST APIs.
  • Click Next.
Figure 24. Figure 198 – Create Data Source (cont.)
  • On the Data Source tab,
  • Type the new data source in the Name field.
  • Select the Timezone to specify the time zone of the selected data source.
  • Select Timestamp to view the present data with date and time.
  • Select Analysis Enabled if you want to analyze the data retrieved from the data source.
  • Click Next.
Figure 25. Figure 199 – Create Data Source (cont.)
  • On the Fetch Data Configuration tab, populate the details as per the environment.
  • In the Connection Details section enter the following details:
  • URL – Type the URL which contains the placeholders that display the parameters based on the applied clause such as the number of records to be fetched, query type, date on which the data is fetched, and the order by and so on. It is dependent on the URL or API provided by the tool.
  • Sample URL - http://<iAutomate_API_URL>/iAutomateAPI/Request/ GetSRTicketData/<Org_ID>?start_date>=#Start_Date#&end_date<=#End_Date#&
  • Here, < iAutomate_API_URL > is the API URL of BigFix Runbook AI where Push APIs are present and <Org_ID> is the OrgID for the organization for which you are creating the data source. It is available in Organization Master in Database.
  • Authentication Type – Select one of the Authentication Types from Basic / Windows, JWT, OAuth 2.0

The user details that are entered here should be an API User

  • Selection of Basic / Windows requires you to enter -
  • User Id
  • Password
  • Selection of JWT / OAuth 2.0 requires you to enter -
  • User Id
  • Password
  • Authentication URL
  • Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
  • Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 26. Figure 200 – Create Data Source (Connection Details)
Graphical user interface, text, application, email Description automatically generated
  • For Password, click on icon next to it. If the password is available in plaintext, then select Input type as Input Text and enter the password in Value field. Else if it is available in any Key Vault such as CyberArk then select Input Type as CyberArk and then select any of the configured details from the value field.
Figure 27. Figure 201  Password in plaintext
Graphical user interface, application Description automatically generated
Figure 28. Figure 202  Password from Key Vault (CyberArk)
Graphical user interface Description automatically generated
  • Request Authentication Parameters – If the user has additional parameters, click Add Authentication Parameters under the Request Authentication Parameters tab.
  • Based on the Authentication Type, add the parameters mentioned in the below table.
Table 6. Table 37– Sample Authentication Parameters
Authentication Type Key Value Is Encrypted? Is Key?
JWT username <username> NO YES
JWT password <password> YES YES
JWT AuthMethod POST NO NO
JWT AuthPrefix AR-JWT NO NO
JWT TokenKey access_token NO NO
JWT ResponseType TEXT NO NO
OAuth2.0 username <username NO YES
OAuth2.0 password <password> YES YES
OAuth2.0 AuthMethod POST NO NO
OAuth2.0 AuthPrefix Bearer NO NO
OAuth2.0 client_id <clientID> YES YES
OAuth2.0 client_secret <clientsecret> YES YES
OAuth2.0 TokenKey access_token NO NO
OAuth2.0 ResponseType JSON NO NO
OAuth2.0 grant_type Password NO YES
Figure 29. Figure 203 – Create Data Source (Request Authentication Parameters for JWT)
Figure 30. Figure 204 – Create Data Source (Request Authentication Parameters for OAuth2.0)
  • URL Path Parameters – Based on the URL entered earlier, please map the values to the URL Path Parameters. E.g., for the URL entered earlier, please populate the below inputs:

Key: #StartDate#

ValueType: SQL UDF

VALUE: @@GetFromDateTimeUsingSRTaskPushStagingModifiedDate

Key: #EndDate#

ValueType: SQL UDF

VALUE: @@GetToolCurrentDateTime

Figure 31. Figure 205– URL Path Parameters
  • Request Header Parameters – Please enter the request header parameters as required.
  • Response Body – In this section, please enter the output of URL query for one of the incidents in JSON format. A sample response is mentioned below.

Response Body –

{"result": [{

"TicketNumber": "SRTask0303863",

"Summary": "testing",

"Description": "testing data",

"RequestItemId": "12345",

"SRId": "2b535ab3dbc988506d7550d3dc96190e",

"AssignedGroup": "",

"StatusCode": "1",

"CreationDate": "2020-05-07 05:06:05.000",

"LastModifiedDate": "2020-05-07 05:54:54.000",

"sys_id": "",

"Col1": "",

"Col2": "",

"Col3": "",

"Col4": "",

"Col5": "",

"iAutomate_CreatedDateInGMT": "2020-05-08 09:14:24.903",

"iAutomate_UpdatedDateInGMT": "2020-05-08 09:14:24.903"

}

]}

  • After entering the response, click Extract Keys to add the parameters in the Mandatory Parameter Mapping section.
  • Mandatory Parameter Mapping – Please map the mandatory parameters to the respective values as mentioned in the screenshot below:
Table 7. Table 38– Sample Mandatory Parameter Mapping
Key Value Type Value
TicketNumber JSON.Keys result.0.TicketNumber
Summary JSON.Keys result.0.Summary
Description JSON.Keys result.0.Description
StatusCode JSON.Keys result.0.StatusCode
LastModifiedDate JSON.Keys result.0.LastModifiedDate
RequestItemId JSON.Keys result.0.RequestItemId
SRId JSON.Keys result.0.SRId
CreationDate JSON.Keys result.0.CreationDate
Figure 32. Figure 206 – Mandatory Parameter Mapping
  • If you need to add Optional parameters, click Add Response Parameter to add more parameters. For our purpose, we will be adding a couple of extra parameters, as mentioned below, as we need them in the later section.
Table 8. Table 39– Sample Optional Parameters
Key Value Type Value
AssignedGroup JSON.Keys result.0.AssignedGroup
Col1 JSON.Keys result.0.sys_id
Figure 33. Figure 207 – Optional Parameter Mapping
  • Click Next to proceed to Release Rules Configuration.
  • On Release Rules Configuration tab, type in the details as per the requirement.
  • In the Connection Details section, enter the following details:
  • URL – Type the URL of the selected service type to release the ticket. It contains the placeholders that display the parameters based on the applied clause and is dependent on the URL or API provided by the tool.
  • Sample URL - https://<url>. cherwellondemand.com/CherwellAPI/api/V1/savebusinessobjectbatch
  • Authentication Type – Please enter the information in line with the Authentication type configured for fetching data configuration previously. For e.g., JWT.
  • Request Method – Select Request Method as POST from the drop-down.
  • Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
  • Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 34. Figure 208 – Release Rules Configuration (Connection Details)
  • For Password, click on icon next to it. If the password is available in plaintext, then select Input type as Input Text and enter the password in Value field. Else if it is available in any Key Vault such as CyberArk then select Input Type as CyberArk and then select any of the configured details from the value field.
Figure 35. Figure 209  Password in plaintext
Graphical user interface, application Description automatically generated
Figure 36. Figure 210  Password from Key Vault (CyberArk)
Graphical user interface Description automatically generated
  • Request Authentication Parameters - If the user has additional parameters, click Add Authentication Parameters under the Request Authentication Parameters tab.
  • Based on the Authentication Type, add the parameters mentioned in the below table
Table 9. Table 40– Sample Authentication Parameters
Key Value Is Encrypted? Is Key?
grant_type password N Y
username <username> N Y
Password <password> Y Y
client_id <client_id> N Y
AuthPrefix Bearer N N
AuthMethod POST N N
ResponseType JSON N N
TokenKey access_token N N
Figure 37. Figure 211 – Create Data Source (Request Authentication Parameters)
  • Request Body - In this section, please enter the request body in JSON format. A sample request is mentioned below:

Request Body –

{

"busObId": "946004f5f680a57b6747774eda9a6fa2f5d0e73db1",

"cacheScope": "Tenant",

"fields": [

{

"dirty": true,

"displayName": "Task RecID",

"fieldId": "946005353974025498ed1d4068936d72c8992d015c",

"value": "#sys_id#"

},

{

"dirty": true,

"displayName": "Parent RecID",

"fieldId": "9460053dd53d9888efddc34d3db0360cc5be25f567",

"value": "#SR_sys_id#"

},

{

"dirty": true,

"displayName": "Journal Details",

"fieldId": "946005008899c5f5c31caa43c99083519668f0ff33",

"value": "#reassign_comment#"

},

{

"dirty": true,

"displayName": "Ticket Number",

"fieldId": "94602e208e8947bff420df4016b30962152556d5e2",

"value": "#ticket_number#"

},

{

"dirty": true,

"displayName": "Assignment Team",

"fieldId": "946005013472134fdc1b0649a685d41a4c73f6e179",

"value": "Service Desk"

},

{

"dirty": true,

"displayName": "Status",

"fieldId": "946004ff47672c8cda67da43a1945ce56f2f617855",

"value": "New"

},

{

"dirty": true,

"displayName": "Task Type",

"fieldId": "946004feb10853e55a192849c780773b2133028cc0",

"value": "SR Task"

},

{

"dirty": true,

"displayName": "Reassigning",

"fieldId": "946005a199ecde0a9cf0b748bb94e4040c2007540f",

"value": "True"

}

],

"persist": true

}

Figure 38. Figure 212 – Release Rules Configuration (Request Body)
  • Response Body – In this section, please enter the response body in JSON format. A sample request is mentioned below.

Response Body –

{ "result" : "#success#" }

Figure 39. Figure 213 – Release Rules Configuration (Response Body)
  • Response Key Value mapping can be done as per the below table.
Table 10. Table 41– Sample Response Key Value Mapping
#success# Text OK
  • Click Submit to add the data source.
  • In order to bring the tickets within BigFix Runbook AI scope, a specific queue needs to be configured in the ITSM tool and same has to be configured in BigFix Runbook AI. This is achieved through Manage the Entry Criteria. Please perform the below steps:
  • Go to Actions tab and click Manage Data Sources.
  • On the Data Sources tab, click next to the data source user wants to manage. Manage Entry Criteria screen appears.
Figure 40. Figure 214 – Manage Entry Criteria
  • Select ‘AssignedGroup’ for the Column field and ‘equals to’ for the Operator field.
  • Enter the sys_id of the assignment group in Cherwell in the Value field.
  • Clause and Sub-Clause fields can also be added based on requirement.
Figure 41. Figure 215 – Manage Entry Criteria (cont.)
  • Click Save.
  • To configure the Release rules for the data source created earlier, perform the below steps:
  • Go to Actions Tab  Runbooks and click Manage Rules.
  • Select the Organization and the data source created from Data Source dropdown.
Figure 42. Figure 216 – Manage Release Rules
  • Click on corresponding to –No Rule—.
  • Map the parameters #sys_id# to the column in which sys_id was mapped while performing the mandatory parameter mapping while data source creation.
  • Mention the reason for releasing ticket in #reassign_comments#.
  • Map # SR_sys_id # again to the column in which SRId was mapped while performing the mandatory parameter mapping while data source creation.
Figure 43. Figure 217 – Manage Release Rules (cont.)
  • Click OK.
Figure 44. Figure 218 – Manage Release Rules (cont.)
  • Click Save Rule.

Change Request Task Management

To create a data source for Change Request Task Management, perform the following steps:

  • On the main menu bar, click Actions tabManage Data Sources.
  • The Create Data Source page appears with the following tabs:
  • Organization
  • Data Source
  • Fetch Data Configuration
  • Release Rules Configuration
Figure 45. Figure 219 – Create Data Source

Release Rules Configuration is only applicable for the following Module types- Incident Management, Change Request Task and Service Request Task. This tab will not be activated for other module types.

  • On the Organization tab,
  • Select the Organization Name from the dropdown.
  • Select the Module as Change Request Task since we are configuring this data source for pulling the change request task tickets.
  • Select the Service as Cherwell Tool as we are configuring the data source for Cherwell
  • Select the Integration Type as REST, since we will be integrating through REST APIs.
  • Click Next.
Figure 46. Figure 220 – Create Data Source (cont.)
  • On the Data Source tab,
  • Type the new data source in the Name field.
  • Select the Timezone to specify the time zone of the selected data source.
  • Select Timestamp to view the present data with date and time.
  • Select Analysis Enabled? if user wants to analyze the data retrieved from the data source.
  • Click Next.
Figure 47. Figure 221 – Create Data Source (cont.)
  • On the Fetch Data Configuration tab, type in the details as per the environment.
  • In the Connection Details section, enter the following details:
  • URL – Type the URL which contains the placeholders that display the parameters based on the applied clause such as the number of records to be fetched, query type, date on which the data is fetched, and the order by and so on. It is dependent on the URL or API provided by the tool.
  • Sample URL - http://<iAutomate_API_URL>/iAutomateAPI/Request/ GetChangeTicketData/<Org_ID>?start_date>=#Start_Date#&end_date<=#End_Date#&
  • Here, < iAutomate_API_URL > is the API URL of BigFix Runbook AI where Push APIs are present and <Org_ID> is the OrgID for the organization for which you are creating the data source. It is available in Organization Master in Database.
  • Authentication Type – Select one of the Authentication Types from Basic / Windows, JWT, OAuth 2.0

The user details that are entered here should be an API User

  • Selection of Basic / Windows requires you to enter -
  • User Id
  • Password.
  • Selection of JWT / OAuth 2.0 requires you to enter -
  • User Id
  • Password
  • Authentication URL
  • Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
  • Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 48. Figure 222 – Create Data Source (Connection Details)
Graphical user interface, text, application, email Description automatically generated
  • For Password, click on icon next to it. If the password is available in plaintext, then select Input type as Input Text and enter the password in Value field. Else if it is available in any Key Vault such as CyberArk then select Input Type as CyberArk and then select any of the configured details from the value field.
Figure 49. Figure 223  Password in plaintext
Graphical user interface, application Description automatically generated
Figure 50. Figure 224  Password from Key Vault (CyberArk)
Graphical user interface Description automatically generated
  • Request Authentication Parameters – If the user has additional parameters, click Add Authentication Parameters under the Request Authentication Parameters tab.
  • Based on the Authentication Type, add the parameters mentioned in the below table.
Table 11. Table 42– Sample Authentication Parameters
Authentication Type Key Value Is Encrypted? Is Key?
JWT username <username> NO YES
JWT password <password> YES YES
JWT AuthMethod POST NO NO
JWT AuthPrefix AR-JWT NO NO
JWT TokenKey access_token NO NO
JWT ResponseType TEXT NO NO
OAuth2.0 username <username NO YES
OAuth2.0 password <password> YES YES
OAuth2.0 AuthMethod POST NO NO
OAuth2.0 AuthPrefix Bearer NO NO
OAuth2.0 client_id <clientID> YES YES
OAuth2.0 client_secret <clientsecret> YES YES
OAuth2.0 TokenKey access_token NO NO
OAuth2.0 ResponseType JSON NO NO
OAuth2.0 grant_type Password NO YES
Figure 51. Figure 225 – Create Data Source (Request Authentication Parameters for JWT)
Figure 52. Figure 226 – Create Data Source (Request Authentication Parameters for OAuth2.0)
  • URL Path Parameters – Based on the URL entered earlier, please map the values to the URL Path Parameters. E.g., for the URL entered earlier, please populate the below inputs.

Key: #StartDate#

ValueType: SQL UDF

VALUE: @@GetFromDateTimeUsingChangeTaskPushStagingModifiedDate

Key: #EndDate#

ValueType: SQL UDF

VALUE: @@GetToolCurrentDateTime

Figure 53. Figure 227– URL Path Parameters
  • Request Header Parameters – Please enter the request header parameters as required.
  • Response Body – In this section, please enter the output of URL query for one of the incidents in JSON format. A sample response is mentioned below.

Response Body –

{

"result": [

{

"TicketNumber": "12662",

"Summary": "Test Task",

"Description": "Test Task",

"AssignedGroup": "945e4f5b7ba0108fd5ba6d4685ab66fce83af21369",

"ChangeId": "945f06a5aeb28c6a4fd6c4488a860863594361e721",

"StatusCode": "1",

"LastModifiedDate": "2020-05-13 05:11:47.000",

"sys_id": "945f06b5cf9a2367a851ef48c99e87910fbd656fcf",

"CreationDate": "2020-05-13 05:08:10.000",

"Col1": "",

"Col2": "",

"Col3": "",

"Col4": "",

"Col5": "",

"iAutomate_CreatedDateInGMT": "2020-05-13 05:29:47.987",

"iAutomate_UpdatedDateInGMT": "2020-05-13 05:29:47.987"

}

]

}

  • After entering the response, click Extract Keys to add the parameters in the Mandatory Parameter Mapping section.
  • Mandatory Parameter Mapping – Please map the mandatory parameters to the respective values as mentioned in the screenshot below.
Table 12. Table 43– Sample Mandatory Parameter Mapping
Key Value Type Value
TicketNumber JSON.Keys result.0.TicketNumber
Summary JSON.Keys result.0.Summary
Description JSON.Keys result.0.Description
StatusCode JSON.Keys result.0.StatusCode
LastModifiedDate JSON.Keys result.0.LastModifiedDate
ChangeId JSON.Keys result.0.ChangeId
CreationDate JSON.Keys result.0.CreationDate
Figure 54. Figure 228 – Mandatory Parameter Mapping
  • If you need to add Optional parameters, click Add Response Parameter to add more parameters. For our purpose, we will be adding a couple of extra parameters, as mentioned below, as we need them in the later section.
Table 13. Table 44– Sample Optional Parameters
Key Value Type Value
AssignedGroup JSON.Keys result.0.AssignedGroup
Col1 JSON.Keys result.0.sys_id
Figure 55. Figure 229 – Optional Parameter Mapping
  • Click Next to proceed to Release Rules Configuration.
  • On Release Rules Configuration tab, type in the details as per the requirement.
  • In the Connection Details section, enter the following details:
  • URL – Type the URL of the selected service type to release the ticket. It contains the placeholders that display the parameters based on the applied clause and is dependent on the URL or API provided by the tool.
  • Sample URL - https://<url>. cherwellondemand.com/CherwellAPI/api/V1/savebusinessobjectbatch
  • Authentication Type – Please enter the information in line with the Authentication type configured for fetching data configuration previously. For e.g., JWT.
  • Request Method – Select Request Method as POST from the drop-down.
  • Proxy Required – Check Proxy Required, if the environment needs access to content from data sources outside the firewall.
  • Click on Test Connection to check accessibility of URL from service. Testing the connection is not mandatory, you can still create Data source.
Figure 56. Figure 230 – Release Rules Configuration (Connection Details)
Graphical user interface, text, application, email Description automatically generated
  • For Password, click on icon next to it. If the password is available in plaintext, then select Input type as Input Text and enter the password in Value field. Else if it is available in any Key Vault such as CyberArk then select Input Type as CyberArk and then select any of the configured details from the value field.
Figure 57. Figure 231  Password in plaintext
Graphical user interface, application Description automatically generated
Figure 58. Figure 232  Password from Key Vault (CyberArk)
Graphical user interface Description automatically generated
  • Request Authentication Parameters - If the user has additional parameters, click Add Authentication Parameters under the Request Authentication Parameters tab.
  • Based on the Authentication Type, JWT, add the parameters mentioned in the below table
Table 14. Table 45– Sample Authentication Parameters
Key Value Is Encrypted? Is Key?
grant_type password N Y
username <username> N Y
Password <password> Y Y
client_id <client_id> N Y
AuthPrefix Bearer N N
AuthMethod POST N N
ResponseType JSON N N
TokenKey access_token N N
Figure 59. Figure 233 – Create Data Source (Request Authentication Parameters)
  • Request Body - In this section, please enter the request body in JSON format. A sample request is mentioned below:

Request Body –

{

"busObId": "946004f5f680a57b6747774eda9a6fa2f5d0e73db1",

"cacheScope": "Tenant",

"fields": [

{

"dirty": true,

"displayName": "Task RecID",

"fieldId": "946005353974025498ed1d4068936d72c8992d015c",

"value": "#sys_id#"

},

{

"dirty": true,

"displayName": "Ticket Number",

"fieldId": "94602e208e8947bff420df4016b30962152556d5e2",

"value": "#ticket_number#"

},

{

"dirty": true,

"displayName": "Parent RecID",

"fieldId": "9460053dd53d9888efddc34d3db0360cc5be25f567",

"value": "#change_sys_id#"

},

{

"dirty": true,

"displayName": "Journal Details",

"fieldId": "946005008899c5f5c31caa43c99083519668f0ff33",

"value": "#Reassign_comment#"

},

{

"dirty": true,

"displayName": "Assignment Team",

"fieldId": "946005013472134fdc1b0649a685d41a4c73f6e179",

"value": "GBP Change Management"

},

{

"dirty": true,

"displayName": "Status",

"fieldId": "946004ff47672c8cda67da43a1945ce56f2f617855",

"value": "Acknowledged"

},

{

"dirty": true,

"displayName": "Task Type",

"fieldId": "946004feb10853e55a192849c780773b2133028cc0",

"value": "Change Task"

},

{

"dirty": true,

"displayName": "Reassigning",

"fieldId": "946005a199ecde0a9cf0b748bb94e4040c2007540f",

"value": "True"

}

],

"persist": true

}

Figure 60. Figure 234 – Release Rules Configuration (Request Body)
  • Response Body – In this section, please enter the response body in JSON format. A sample request is mentioned below.

Response Body –

{ "result" : "#success#" }

Figure 61. Figure 235 – Release Rules Configuration (Response Body)
  • Response Key Value mapping can be done as per the below table.
Table 15. Table 46– Sample Response Key Value Mapping
#success# Text OK
  • Click Submit to add the data source.
  • In order to bring the tickets within BigFix Runbook AI scope, a specific queue needs to be configured in the ITSM tool and same has to be configured in BigFix Runbook AI. This is achieved through Manage the Entry Criteria. Please perform the below steps:
  • Go to Actions tab and click Manage Data Sources.
  • On the Data Sources tab, click next to the data source user wants to manage. Manage Entry Criteria screen appears.
Figure 62. Figure 236 – Manage Entry Criteria
  • Select ‘AssignedGroup’ for the Column field and ‘equals to’ for the Operator field.
  • Enter the sys_id of the assignment group in Cherwell in the Value field.
  • Clause and Sub-Clause fields can also be added based on requirement.
Figure 63. Figure 237 – Manage Entry Criteria (cont.)
  • Click Save.
  • To configure the Release rules for the data source created earlier, perform the below steps:
  • Go to Actions tab  Runbooks and click Manage Rules.
  • Select the Organization and the data source created from Data Source dropdown.
Figure 64. Figure 238 – Manage Release Rules
  • Click on corresponding to –No Rule—.
  • Map the parameters #sys_id# to the column in which sys_id was mapped while performing the mandatory parameter mapping while data source creation.
  • Mention the reason for releasing ticket in #reassign_comments#.
  • Map #change_sys_id # again to the column in which ChangeId was mapped while performing the mandatory parameter mapping while data source creation.
Figure 65. Figure 239 – Manage Release Rules (cont.)
  • Click OK.
Figure 66. Figure 240 – Manage Release Rules (cont.)
  • Click Save Rule.