Integration with cherwell

[RoshiniSyed]

Hi,
We have a requirement to integrate Blueprism with Cherwell.
Anyone throw some light on how that can be done?

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Roshini Syed
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[JamieMcPake]

Hi Roshini,

What are you looking to do? Generate tickets based on actions happening with blue prism or automate your queues?

Thanks,

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Jamie McPake
RPA Analyst & Developer
Digital Technical Services
Gateshead Health NHS Foundation Trust
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[RoshiniSyed]

Hi Jamie,

Looking for options to do both.

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Roshini Syed
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[JamieMcPake · Accepted solution]

I would be interested to see how you manage to get on with generating tickets within Cherwell based on things happening within Blue Prism as that is something which would be handy for us as a trust. Would this be a case of linking with exceptions generated by current automations to alert specific teams via a Cherwell Queue? If so, if you have an email which generates your tickets for you, you should be able to CC that email into any exception emails you may currently have to generate that into your queue. After which point if it does not auto-assign it would be a case of getting your Triage team to do so or creating an RPA to do this for you. 

As for Blue Prism working on queues within Cherwell I imagine you shouldn't find much difficulty linking to it as a standard windows application (our system does take some time to load so would the possibility of linking to the web version of Cherwell be easier?) I suppose it entirely depends on what you have the most experience with. So long as you give your worker the correct permissions to sign in and access the queues you need it to. 

If you have a resident Cherwell admin on your end it may be worthwhile speaking to them as they should be able to create a Dashboard and appropriate One-Step actions to optimise your RPA. 

Thanks,

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Jamie McPake
RPA Analyst & Developer
Digital Technical Services
Gateshead Health NHS Foundation Trust
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[RoshiniSyed]

Thanks a ton  for your Input Jamie.


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Roshini Syed
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[shashank.kumar280]

Also to add on to Jamie's response, there are some APIs available from cherwell that can be used for building out the integration as well.

https://help.cherwell.com/bundle/cherwell_rest_api_10_help_only/page/content/system_administration/rest_api/csm_queue_operations.html 
https://help.cherwell.com/bundle/cherwell_rest_api_10_help_only/page/content/system_administration/rest_api/csm_rest_api_landing_page.html


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Shashank Kumar
DX Integrations Partner Consultant
Blue Prism
Singapore
+6581326707
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