Cherwell

If your main CRM/ITSM system is Salesforce and you want to synchronize Salesforce Cases with your teams who use Cherwell, you can use ZigiOps’ integration between the two software tools. The integration is bi-directional, so you can also use it in the other sense.

When a Case gets created in Salesforce, the integration will capture it based on a scheduled interval (e.g. every minute) and it will create a related Incident/Change in Cherwell. You’re in control of the data filtering settings, to define which Salesforce Cases to collect. You also have full control over the data field mapping settings to determine how ZigiOps sends data to Cherwell. Regular fields, custom fields, lifecycle fields and comments are part of the synchronization.

ZigiOps collects updates in Salesforce for Cases already transferred to Cherwell on a scheduled interval (e.g. every minute) and syncs them with the related Incident/Change in Cherwell for regular fields, custom fields, lifecycle fields and comments.

Updates in Cherwell for Incidents/Changes that were created in Salesforce are gathered on a predefined interval (e.g. every minute). ZigiOps then syncs them with the related Case in Salesforce for regular fields, custom fields, lifecycle fields and comments.

If your main ITSM system is BMC Remedy and you want to synchronize tickets from teams that use Cherwell (or the other way around), ZigiOps can do that for you.

When an Incident/Change is created in Cherwell, ZigiOps will detect it based on a scheduled interval (e.g. every minute) and log a related Incident/Change in BMC Remedy. You have a high degree of control on the data filtering settings, to make sure the platform collects only the required Cherwell Incidents/Changes. You also have full control of the data field mapping to define how ZigiOps reports data to BMC Remedy. Regular fields, custom fields, lifecycle fields and comments are all synchronized.

Updates in Cherwell for the Incidents/Changes that were previously transferred to BMC Remedy are collected on a scheduled interval (e.g. by default, every minute) and synced with the related Incidents/Changes in BMC Remedy for regular and custom fields, lifecycle fields and comments.

Updates in BMC Remedy for the Incidents/Changes that were created in Cherwell are collected on a scheduled interval (again, once per minute) and are synchronized with the related Incidents/Changes in Cherwell for all the fields, as well.

A very popular scenario is when an organization needs to sync ITSM operations with DevOps. Jira is the most popular DevOps system nowadays, and here is an example of how ZigiOps can help you automate information flow between Jira and Cherwell.

The service desk team receives a new ticket in their Cherwell queue. They check the issue and discover that the problem results from a software bug. This means they need to forward it to the development team, i.e. log it into Jira.

With ZigiOps, the entire process is automated: the service desk team doesn’t need to open Jira and log the issue themselves, the integration platform takes care of that. ZigiOps logs a new issue in Jira and synchronizes the two in real time.

The service desk and the developer teams communicate quickly and efficiently. With ZigiOps, they don’t need any additional applications. ZigiOps synchronizes all log files, comments, traces, or other attachments. This way, you can streamline both root cause analysis and change request management, and easily eliminate communication bottlenecks and silos.

Once the developer fixes the issue, ZigiOps instantly updates the incident in Cherwell. The end customer automatically gets a notification that you have resolved their problem.

Both CA UIM and Cherwell are well-known names in the world of business software. CA UIM is known for its monitoring and management capabilities. Both systems are usually used together so that the company's ITSM and Monitoring teams deliver better results. One of the most popular use cases involving the two systems focuses on successfully transferring events. When the responsible monitoring team discovers the existence of a data cluster that's not in Cherwell's database, but it should, there could be a problem.

The easiest possible way is to deploy an out-of-the-box tool that would do the job in just a few clicks. That's ZigiOps - an innovative integration platform that synchronizes the two connected systems in minutes without the help of an external developer. ZigiOps links the systems and enables the transfer of data from CA UIM to Cherwell as events.

On other occasions, technical teams need to forward the accumulated topology from CA UIM directly to Cherwell. When ZigiOps steps in, this happens automatically. First, this eliminates the possibility of human errors. Second, the data is transferred on the spot, enriching Cherwell's information database and being ready to use.

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