OnPage + Cherwell ITSM

Integration Overview
Cherwell ITSM empowers IT teams to manage incidents, requests, and changes with flexibility and control. But without a reliable way to escalate urgent tickets in real time, response delays are inevitable—especially after hours or during shift changes.

By integrating Cherwell with OnPage, every high-priority ITSM ticket can trigger an instant, persistent mobile alert. OnPage ensures the right team member is alerted immediately, escalates automatically if no one responds, and logs every action for visibility. With this integration, your IT operations become more responsive, consistent, and audit-ready.

Integration Benefits

• Trigger OnPage alerts from Cherwell incidents, problems, or change requests based on your custom workflows

• Deliver mobile-first alerts via push, SMS, voice, or email with persistent notification until acknowledged

• Route alerts using OnPage’s built-in on-call schedules and escalation policies

• Include full ticket context like description, impact, urgency, and assigned group in every alert

• Automatically close OnPage alerts when a Cherwell ticket is resolved or updated

• Support flexible, bi-directional workflows to align response actions across both systems

How It Works

1. Configure Cherwell to send webhooks or outbound API calls to OnPage when specified ticket conditions are met

2. OnPage receives the data and routes the alert to the appropriate responder based on your schedule or ruleset

3. The recipient receives a loud, persistent mobile notification with complete ticket details

4. If no response is received within your set window, the alert escalates automatically

5. Once the Cherwell ticket is marked resolved or closed, the OnPage alert closes too

6. All actions are tracked within OnPage for reporting, auditing, and SLA measurement