Cherwell Fetch Incident fails

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Cherwell Fetch Incident fails

L3 Networker

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
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

8 REPLIES 8

L2 Linker

Are you using Cherwell Onprem or Cloud?

We use onprem 

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

 

 

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

From playground, run fetch and test module in debug mode. This may provide more clarity on what fetch and test failure is doing:

 

 

!<instance name>-fetch debug-mode=true 
!<instance name>-test-module debug-mode=true 

 

ref: https://xsoar.pan.dev/docs/reference/articles/troubleshooting-guide

 

Also on 6.2 you can select debug mode in instance settings (drop list) which saves the debug log to disk in:
/var/log/demisto/integration-instance.log

Also, you may want to check the API directly with POSTMAN or with basic REST Python script.
https://help.cherwell.com/bundle/cherwell_rest_api_940_help_only/page/oxy_ex-1/content/system_admini...

 

I also assume your were using Windows auth for SSO. There also appears other options like LDAP, SAML, and 'internal' - depending on your on-premise setup. ie. for getting a token successfully appending ?auth_mode=

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

 

Hello Jgomes

 

Here the output of the debug mode:

 

Spoiler
2021-07-22 08:12:41.0349 debug Running <name>_instance_1_<name>_fetch-incidents. Timeout: 5m0s (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:245)
2021-07-22 08:12:41.0351 debug Sending runner request for script [<name>_instance_1_<name>_fetch-incidents] (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:292)
2021-07-22 08:12:41.0352 debug Waiting for runner request for unnested script [<name>_instance_1_<name>_fetch-incidents], with script timeout [5m0s] (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:326)
2021-07-22 08:12:41.8051 debug Started docker code loop for <name>_instance_1_<name>_fetch-incidents (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:685)
2021-07-22 08:12:51.8543 error Failed to run script: <name>_instance_1_<name>_fetch-incidents with image: demisto/python3:3.8.3.8715 [error '
Error: [Traceback (most recent call last):

   File "<string>", line 1019, in <module>
 Exception: '<' not supported between instances of 'NoneType' and 'NoneType'
] (2604)'] (source: /builds/gopath/src/github.com/demisto/server/services/automation/runner.go:68)
2021-07-22 08:13:41.0024 debug Running <name>_instance_1_<name>_fetch-incidents. Timeout: 5m0s (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:245)
2021-07-22 08:13:41.0024 debug Sending runner request for script [<name>_instance_1_<name>_fetch-incidents] (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:292)
2021-07-22 08:13:41.0024 debug Waiting for runner request for unnested script [<name>_instance_1_<name>_fetch-incidents], with script timeout [5m0s] (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:326)
2021-07-22 08:13:41.7486 debug Started docker code loop for <name>_instance_1_<name>_fetch-incidents (source: /builds/gopath/src/github.com/demisto/server/services/automation/dockercoderunner.go:685)
2021-07-22 08:13:50.4965 error Failed to run script: <name>_instance_1_<name>_fetch-incidents with image: demisto/python3:3.8.3.8715 [error '
Error: [Traceback (most recent call last):

   File "<string>", line 1019, in <module>
 Exception: '<' not supported between instances of 'NoneType' and 'NoneType'
] (2604)'] (source: /builds/gopath/src/github.com/demisto/server/services/automation/runner.go:68)

(I've replaced instance name with <name>)

 

To be precise: I'm able to request Cherwell through API, no problem. Only those fetch incident does not work.

 

thanks

roger

 

Debug appear not very useful in this case. I would imagine this still has to do with being on-premise, and our content tested for Cloud Cherwell. Please raise a support ticket and/or raise AHA request for content enhancement - in order to support on-premises version of Cherwell as well. Best of luck going forward.
https://xsoar.ideas.aha.io/ideas/search?utf8=%E2%9C%93&query=Cherwell 

How did you go with your support ticket?

 

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