Create a Webhook Endpoint

Create a webhook endpoint that can receive data from an external tool using HTTP POST methods. Specify a One-Step Action that determines how the data is consumed by CSM. Each webhook can use basic authentication or no authentication.

Good to Know

  • Webhooks require that One-Step Actions include Modifiers to map data in the third-party tool to CSM fields. For guidance on configuring One-Step Actions for webhooks, see Configure One-Step Actions for Webhooks. For Modifier examples, see Webhook Modifier Examples.
  • The Base URL for the Cherwell REST API must be set before you can create a functional webhook. See Set the Base URL for the Cherwell REST API.
  • To ensure that webhooks run for specific cultures, create a webhook endpoint for each culture. This is useful for using the same One-Step Action for several culture-specific webhooks.

If you are working with webhooks after a Protected mApp™ Solution has been applied to your system, also note the following:

  • If you create or open a Blueprint which has a Protected mApp Solution installed, protected webhooks have shield icons .
  • If you select a content-protected webhook and right-click, you cannot delete the webhook.
  • If you edit a content-protected webhook, you can change the Authentication Type, add your own username and password for authentication, change the Provider Type, and also change the Endpoint Extension. You cannot delete the associated One-Step Action, Name or Description.
  • See Protected mApp Solutions.

To create a webhook endpoint:

  1. Open the Webhooks Manager. See Open the Webhooks Manager.
  2. Select a folder in the left pane, and then select Create.
  3. Provide a name and description.
  4. From the Provider Type drop-down list, select one of these options:
    • Amazon SNS: Select this option to use the Amazon Simple Notification Services (SNS). If you select this option for the webhook and the received request is not from Amazon SNS, the request fails and an error message is added to the Cherwell REST API log. For guidance on using webhooks with Amazon SNS, see Using CSM Webhooks with Amazon Web Services (AWS).
    • Slack: Select this option to use Slack. If you select this option for the webhook and the received request is not from Slack, the request fails and an error message is added to the Cherwell REST API log.
    • Other: Select this option to use any third-party provider.
  5. In the Endpoint Extension field, provide text that uniquely identifies the webhook. The extension you provide is combined with the Base URL for the Cherwell REST API to form the full endpoint provided to an external tool.

    The endpoint extension cannot be empty or include special characters, including spaces.

  6. Copy the Full Endpoint. You will need it to configure the event in an external tool.
  7. Select the Authentication page, and then select one of these options from the Authentication Type drop-down list:
    • None
    • Basic: Select this option when basic authentication is sent in the header of the HTTP request. Provide a user name and password. The user name does not need to be a CSM account, but the password must comply with CSM password complexity settings. See Configure Cherwell Credential Settings (User/Customer Password Rules).
    • Slack: If you select this option, you must enter the Signing Secret that you copied from the Slack App. This is the key used to verify the authenticity of messages coming from Slack.

      This option is only available when the Provider Type is Slack.

  8. Select the Action page, and from the Run a One-Step drop-down list, select the One-Step Action that is configured to run for the webhook. You can also select the Ellipses to open the One-Step Manager, and then select a One-Step Action or create a new one.
  9. From the Culture drop-down list, select the culture to use when the webhook is run. You can also clear the selected culture.
  10. Select the Test One-Step button to test data mapping between an external tool and Modifiers added to the selected One-Step Action. For testing instructions, see Test One-Step Actions Assigned to Webhook Endpoints.
  11. Select OK.