Cherwell
The Cherwell Service Management System replaces the Ivanti (formerly LANDesk) Service Desk system. It will provide a list of IT Services supported across the university. It also allows stakeholders to submit Service Requests as well as the ability to report issues with IT Services. Finally it will serve as the Change Management system for IT Analysts. In the future we will be enhancing its functionality and this page will be updated accordingly when new functionality is enabled.
The IT Support Portal provides students, faculty and staff access to a list of IT Services supported across the university and the ability to request services, or report issues with a service. To learn more able the use of the new IT Support Customer Portal, a user Guide is available for review.
Cherwell training is available to IT Analysts via video recording for those who were not able to attend the scheduled training. The IT Analyst Cherwell Quick Reference Guide is available to all who use the Cherwell Service Management System. The Guide provides access to the basic functionality of the system. Features will be added as the tool is developed.
- Cherwell Incident/Request Training - Recorded 11/14/2019
- How do I respond to the customer after I am assigned a ticket?
You must change the status of a ticket from New to Active by clicking on Acknowledge under Actions. This will ensure that you can take further Actions on a ticket.
To send an email to the customer, you must use go to Email Requested By under Record Actions or include the customer’s email when you select Reply in the Cherwell notification email. If you only use Reply when responding to the email, the customer will not receive your message.
More information is available under Send Email to Customer in the IT Analyst Cherwell Quick Reference Guide.
- A ticket comes in from the Portal, how do I change the status of the ticket from New to Active?
When a ticket is submitted through the Customer Portal, the owner is not assigned and the ticket is listed as New. The ticket will be directed to the Suggested Team and the designated person(s) may assign the ticket to you. The Actions menu will only display Acknowledge. If you wish to accept the ticket, you must click on Acknowledge to display the Actions menu options for Resolve, Put on Hold and Cancel.