Embedding Cortex in your ITSM System
Cortex includes a dedicated embed page that can be surfaced inside another system via an iframe. This allows agents to view archived records directly within a ticket in their current ITSM tool — a requester's history, the results of a saved search, or a one-off search against a table.
The embed URL
The embed page lives at the following route on your Cortex instance:
https://YOUR_CORTEX_URL/data-source/{DataSourceId}/embed
Replace {DataSourceId} with the ID of the data source whose data you want to display (for example your Cherwell or ServiceNow archive).
The query parameters you add after the route determine what the page shows:
| Capability | Query parameters | See |
|---|---|---|
| Requester lookup | object + requestor | below |
| Saved-search embed | savedSearchId (plus prompt values) | Querying Cortex from an Embed |
| Ad-hoc table search | table + optional q/filter/mode | Querying Cortex from an Embed |
If no advanced parameters are present, Cortex performs the classic requester lookup.
Requester lookup
To list the records associated with a particular requester, use the object and requestor parameters:
https://YOUR_CORTEX_URL/data-source/{DataSourceId}/embed?object=BUSINESS_OBJECT&requestor=REQUESTER
Replace BUSINESS_OBJECT with the type of record you want to display (e.g. Incident or HRCase) and REQUESTER with the email address of the requester whose records should be listed. In practice, your ITSM system will substitute a variable or shortcode here automatically - see the platform-specific pages below for details.
Beyond the requester lookup
The embed page isn't limited to requester records. You can also render the results of any saved search, and run ad-hoc table searches with full-text keywords and structured filters, all from the iframe URL. See Querying Cortex from an Embed for the full parameter reference.
Any agent who is logged into Cortex can view the embed page. Some platforms also support securely passing authentication information through the iframe; see the platform-specific documentation to check whether yours is supported.
Platform-specific setup
After you understand the URL format, set it up in your ITSM tool: