07-20-2021 06:49 AM
We use Demisto Version 6.2.0, Build 1271082
If I configure a Cherwell Instance to fetch incident but It fails with the following Error:
Script failed to run: Error: [Traceback (most recent call last): File "<string>", line 1017, in <module> Exception: '<' not supported between instances of 'NoneType' and 'NoneType' ] (2604) (2603)
This error pops up in the Cherwell Instance and in Incidents Classification Editor
How do I solve it?
07-20-2021 07:18 AM
We use onprem
07-20-2021 02:01 PM
As per our doc guide - we officially support and tested with the Cloud SaaS Version:
I am aware that for on-prem Cherwell, Authentication fails. We came up with a local Integration patch.
Apart from that, everything else with the integration appears to work fine.
Quick fix is you can clone the integration, and make the following changes:
def request_new_access_token(using_refresh): #PATCH for on-premise url = BASE_URL + "token?auth_mode=Windows" #url = BASE_URL + "token"
Vendor docs here:
We already have internal GIT issue (32068) as feature enhancement for this.
Unfortunately, the customer with this issue didn't raise an AHA request to drive change / improvement to our OOTB content.
I recommend doing this here https://xsoar.ideas.aha.io/ideas/search?utf8=%E2%9C%93&query=Cherwell so other customers can upvote to support On-Premises Cherwell in our standard supported content.
Let us know if this works for you!
07-20-2021 11:02 PM
Thanks for your quick and proper solution. Sadly it doesn't work on my side.
I still get the same error as above.
I've modified line 126, but didn't helped. The Check/Test of the new service was:
First of all I've entered all the credentials we use to connect to Cherwell.
Without "Fetch incidents" and did a test: "Success"
Then I've enabled "Fetch Incidents" - Test - Error above in the spoiler.
If switch back to "Do not fetch" I do get a "Success" again.
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