Cherwell Fetch Incident fails

[r_buchwalder]

Hello

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:

Spoiler

Error Occurred

Failed to get samples from instance

Error details

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?

thanks

roger

[jgomes]

Are you using Cherwell Onprem or Cloud?

[r_buchwalder]

We use onprem 

[jgomes]

As per our doc guide - we officially support and tested with the Cloud SaaS Version:

https://xsoar.pan.dev/docs/reference/integrations/cherwell

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:

https://help.cherwell.com/bundle/cherwell_rest_api_940_help_only/page/oxy_ex-1/content/system_admini...

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!

Cheers,

Jason

 

[r_buchwalder]

Hello Jason

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:

Spoiler

Unexpected error: '<' not supported between instances of 'NoneType' and 'NoneType', traceback: Traceback (most recent call last): File "<string>", line 9133, in <module> File "<string>", line 8840, in test_command File "<string>", line 8629, in fetch_incidents File "<string>", line 8549, in get_all_incidents TypeError: '<' not supported between instances of 'NoneType' and 'NoneType' (85)

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.

Thank you

roger