Sie sind auf Seite 1von 48

Cherwell User Training Guide

January 25, 2016

Cherwell User Training Guide 1


Revision History
Revision Date Comments

1.1 8 December 2014 Initial release.

1.2 25 January 2016 Revisions (BEYOND20)

Cherwell User Training Guide 2


Table of Contents
Introduction ......................................................................................................................................................................... 4
Access Cherwell Service Management ................................................................................................................................ 5
Logging in via Client .......................................................................................................................................................... 5
Logging in via Cherwell Browser ....................................................................................................................................... 6
Interface Overview............................................................................................................................................................... 8
Dashboard ........................................................................................................................................................................ 8
Global IT Dashboard ..................................................................................................................................................................... 8
Task Pane ......................................................................................................................................................................... 9
Quick Search ............................................................................................................................................................................... 10
Common Tasks ............................................................................................................................................................................ 11
[Business Object] Actions ............................................................................................................................................................ 11
Menu........................................................................................................................................................................................... 11
Toolbar ........................................................................................................................................................................... 14
Tabs ................................................................................................................................................................................ 15
Customization .................................................................................................................................................................... 16
Task Pane ....................................................................................................................................................................... 16
Dashboard Manager ...................................................................................................................................................... 19
Search Manager ............................................................................................................................................................. 21
One-Steps....................................................................................................................................................................... 23
Report Manager ............................................................................................................................................................. 26
Incident Management & Request Fulfillment................................................................................................................... 27
Create an Incident or Service Request ........................................................................................................................... 27
Update Incidents and Requests ..................................................................................................................................... 31
Journals ....................................................................................................................................................................................... 31
Attachments ............................................................................................................................................................................... 32
Email ........................................................................................................................................................................................... 33
Tasks ........................................................................................................................................................................................... 34
Problem Management........................................................................................................................................................ 35
Create a Problem ........................................................................................................................................................... 35
Change Management ......................................................................................................................................................... 39
Create a Change Request ............................................................................................................................................... 39
Knowledge Management ................................................................................................................................................... 44
Search for Knowledge .................................................................................................................................................... 44
Knowledge Icons ............................................................................................................................................................ 45
Create a Knowledge Management Article ..................................................................................................................... 45

Cherwell User Training Guide 3


Introduction
This End User Training Guide has been prepared by Beyond20 and is useful as a general walkthrough of Cherwell Service
Management.

The purpose of this training guide is to provide basic layout and functionality of customized business objects. It’s
intended as a supplemental guide for Service Desk personnel of all levels to who are new to Cherwell. It is not a
replacement to your process or workflow documentation.

Cherwell User Training Guide 4


Access Cherwell Service Management
Cherwell Service Management can be accessed by installing the client software on your computer or via the Cherwell
Browser Technician.

The Cherwell Browser Technician Interface allows technicians to log in to Cherwell Service Management in a browser
(Internet Explorer, Firefox, etc.) and work with Tickets or any other major business objects (Problems, Changes,
etc.) however it is not as full featured as the client software.

Logging in via Client


1. Double click on the Cherwell Service
Management icon on your desktop.

2. Select Oakton.CherwellonDemand.com
connection and click OK.

3. Enter your User Name and Password and


click Sign In.

Cherwell User Training Guide 5


4. Select the appropriate Role.

5. Check Always use selected role if you do not


want to be prompted to select a role the
next time you log in.

Note: if your security group only contains


one role, you will not see this dialog box.
You will automatically log in under your one
role.

6. Click OK.

Note: Cherwell Browser Client


If you choose to use the Cherwell Browser Client
to access Cherwell Service Management, enter http://helpdesk.oakton.edu/cherwellclient
this address in your web browser.

Logging in via Cherwell Browser


1. Open a web browser and navigate to the
following address:

http://helpdesk.oakton.edu/cherwellclient

2. Enter your User Name and Password and


click Sign In.

3. Select your role then click OK.

Cherwell User Training Guide 6


4. Once the application has loaded you will be
presented with your default dashboard.

5. Select any option from the menu bar as if


you were logged into the client.

Cherwell User Training Guide 7


Interface Overview
The following section will provide a basic overview of Cherwell Service Management.

Dashboard
The dashboard is displayed automatically when you log into Cherwell Service Management and is based on the role
you have been assigned in the system. You can, however, also create your own customized dashboard.

Dashboards display a variety of information that is designed to help you locate and record information quickly. They
contain widgets that can display a website, chart, command, gauge, matrix, search result, twitter feed or RSS field based
on specific criteria.

The widgets on the dashboard can be configured so you can drill down into the individual records by double clicking on
a section of a chart or search result for example.

Global IT Dashboard

Cherwell User Training Guide 8


Task Pane
The Task pane is located on the left hand side of the
screen. It contains the following and is customizable.

1. Quick Search

2. Common Tasks

3. Business Object Actions

Click the button to auto-hide the task pane.

Click the button to collapse or expand a section on


the task pane.

Cherwell User Training Guide 9


Quick Search
A quick search is a simple query that locates and displays
a record or list of records based on a word or phrase.

1. Click the button under Quick Search to select the


business object to search.

2. Select the business object.

Note: Business Objects are available in the Quick


Search pane depend on your account access rights.
This also affects the file menu options as well.

3. Click the hyperlink for additional search options.

Note: Click the button to include child objects


in the search, such as journals.

Note: Click the button to include attachments


in the search.

Cherwell User Training Guide 10


Common Tasks
Common Tasks contains buttons for actions you perform
frequently.

 Home: return to your default dashboard


 CMDB: opens the Configuration Management
Database
 Create Problem: creates a new problem record
 Bomgar Chat Request: launches a Bomgar chat
session

[Business Object] Actions


This area will change based on the business object you
are working with. It will consist of actions related to the
business object that you perform frequently.

Note: Quick Templates automate common tasks


for an Incident ticket: performing password resets,
copying an incident, and closing the ticket outright if it
is a duplicate of an existing ticket.

Menu
The menu bar contains options for performing various
actions in the system. The options that are active will
depend on what you are doing in the system.

Note: Some menus will contain different


options depending on the view or business object.

File Menu
 New: Create a new object.
 Save: Save the selected object.
 Abandon: Abandon changes to current object.
 Delete: Delete the current object.
 Print: Print the current selection.
 Print grid…: Print the current grid.
 Export grid…: Export the current grid.
 E-mail…: Send an email message.
 E-mail current customer…: Send email to current
customer.
 New Window: Display a new window.

Cherwell User Training Guide 11


 Logout…: Log out of Cherwell Service Management.
 Close: Close Cherwell Service Management.

Edit Menu
 Undo: Rollback the last action.
 Redo: Repeat the last action.
 Cut: Move the selection to the clipboard.
 Copy: Duplicate the selection to the clipboard.
 Paste: Paste the last cut or copied selection from the
clipboard.
 Show legal values: Display a list of legal values for a
field.
 Attach: Attach objects, files, a web page or a
shortcut.
 Refresh: Reload the active record.
 Zoom: Magnify the field into a larger window.
 Lock: Locks the current record.
 User Locks…: Manages the current logged on user’s
record locks.

View Menu
 Quick Search: Display the Quick Search pane.
 Task Pane: Display the Task pane.
 Knowledge: Display the Knowledge pane.
 Record attachments: Display the attachment bar
permanently.
 Results in Grid: Display search results in a grid instead
of a form.
 Navigation: Go to the Home page.
 Records: Navigate through the current record set.

Searching Menu
 Search Manager: Display the Search Manager.
 Quick search builder…: Display the Quick Search
Builder for more advanced searches.
 Edit current search…: Refine or change the current
search.
 Save current search as…: Copy and save the current
search so it can be executed again later.

One-Step Menu
 One-Step Manager…: Displays the One-Step Manager.
 Recent unassociated One-Steps: Displays recent
unassociated One-Steps.

Cherwell User Training Guide 12


 Recent [Business Object] One-Steps: Displays recent
One-Steps associated with the current business
object that can be run.

Customer Menu
 Contact Manager…: Display the Contact Manager to
view customer records.
 Current Info…: View the current customer’s
information.
 Config Items…: View the current customer’s
configuration items.

Dashboards Menu
 Dashboard Manager…: Opens the Dashboard
Manager to view, edit, and create dashboards.
 Widget Manager: Opens the Widget Manager to view,
edit, and create widgets.
 Metric Manager: Opens the Metric Manager to view,
edit, and create metrics.
 Heads-up Display: Launches the Heads-up Display in a
new window.

Tools Menu
 CMDB…: Display the Configuration Management
Database.
 Queues: Display the Queue Manager.
 Knowledge: Displays the Knowledge Base.
 Dashboards: Displays the Dashboard Manager.
 Reports: Displays the Report Manager.
 Calendars: Displays the Calendar Manager.
 Visualizations: Displays the Visualization Manager.
 Attachments: Displays the Attachment Manager.
 Current Record Business Processes…: View the
Business Processes for the current record.
 Table Management…: View and edit lookup tables.
 Options…: Displays the customizable options for the
application.

Help Menu
 Contents: Redirects to a webpage containing help
information.
 Reload definitions: Reloads definitions without
shutting down application.
 Current Field Info…: Displays current field
Information.
 Report error…: Report error to technical support.
 About…: Provides information about Cherwell Service
Management.

Cherwell User Training Guide 13


Toolbar
The toolbar contains options for performing various actions in the system. Many of these are also available through
the menu.

Toolbar Item Action Description


Back/Forward Navigates backward or forward in the context pane sequence.

Home Displays the Cherwell Service Management Home Page.

Calendar Brings up the default calendar.

New Creates a new record (you specify the business object type).

Save Saves the current item.

Abandon Abandons changes to the current item.


Moves the selected item to the clipboard, you can then paste the
Cut
item into a new location.
Copies the selected item to the clipboard; you can then copy the
Copy
item to a new location.
Paste Pastes an item from the clipboard to a new location.

Attach Attach objects, files, a web page or a shortcut.

Legal Values Displays a list of legal values (for Legal Value fields only).

Print Prints the active pane.


Display the Search Manager where you can create, edit,
Search Manager
delete, organize and run saved searches.
Show Results Displays a set of records meeting specific criteria.
Show current
Displays the currently selected record.
record
Go to first record in set.

Go to previous record in set.

Go to next record in set.

Go to last record in set.

Cherwell User Training Guide 14


Tabs
Tabs may appear at the bottom of the display for a record depending on the relationships that are setup in the
system. For example, an Incident may have a tab called Journals.

Each tab has its own toolbar and the buttons available will vary.

Toolbar Item Action Description

New Create a New Journal Note item.

Link Add an existing Business Object item.

Unlink Unlink an existing Business Object, highlighted item.

Delete Delete the current record.


Closes the screen you are working on and opens the new
Go To
screen with the item highlighted.
Opens the item in a second window so you can quickly
Quick-View
view it.

Filter Allows you to filter out the items based on search criteria.

If the item is a Journal – Mail History it will allow you to


Email
view and reply to the email.

Print Print the items in the grid.

Export Exports the items in the grid to a file.

Go to first record in set.

Go to previous record in set.

Go to next record in set.

Go to last record in set.

Cherwell User Training Guide 15


Customization
Cherwell Service Management can be customized in several ways to help you gain efficiencies while using the system.
This section will provide a basic overview on how to make such customizations.

Task Pane
The task pane can be customized by following the steps below to include Calendars, Commands, Dashboards, One-
Steps, Reports, Searches and Visualizations.

NOTE: If you are unable to make customizations to the task pane this is because your Cherwell administrator has
setup security permissions to prevent this.

1. Select the Tools menu.

2. Select Options…

3. Select Task Pane & Search on the left sidebar.

4. Uncheck Use default task pane setup.

5. Add, Configure, or Delete any sections to the Task


Pane.

6. Change the order in which they display by using the


up and down arrow buttons located on the bottom
right side of the frame.

Cherwell User Training Guide 16


Example: Add the Search Manager to Common Tasks
1. Follow steps 1-4 above.

2. Select Common Tasks.

3. Click the Configure button.

4. Click the Add button.

5. Click Commands on the left pane.

6. Select the Other folder.

7. Select Search Manager.

8. Click the OK button.

9. Click the OK button.

Cherwell User Training Guide 17


10. Click the OK button.

11. Click the OK button.

12. The Search Manager now appears in the Common


Tasks section of the Task Pane.

Cherwell User Training Guide 18


Dashboard Manager
Use the Dashboard Manager to create and display Dashboards.

1. Click Dashboards menu.

2. Click Dashboard Manager…

3. Several Dashboards are already available under the


folder Global folder. Cherwell Service Manager also
ships with several out-of-the-box dashboards.

4. Select a Dashboard, then click the OK button to


display it.

Create a New Dashboard


1. Select the User folder under Dashboards in the left
pane.

2. Click the button.

3. For detailed instructions on Dashboard creation, refer


to the Cherwell Service Management online
documentation1.

1
Dashboard creation instructions can be found at https://cherwellsupport.com/WebHelp/en/6.0/2062.htm
Cherwell User Training Guide 19
Display a User-Created Dashboard
1. Click the Tools menu.

2. Click Options.

3. Select Dashboards & Calendars in the left pane.

4. Click the Dashboard radio button.

5. Click the button.

6. The Dashboard Manager window appears. Click the


User folder.

Note: The user folder is accessible by the current


logged on user. The Role folder is accessible by the
users with a membership within the currently logged
on role. The Team folder is accessible if the user is a
member of the team. The global folder is accessible
by all users within the Cherwell Client.

7. Select your Dashboard.

8. Click the OK button.


9. Click the OK button.

Cherwell User Training Guide 20


Search Manager
Use the Search Manager to create and execute persistent searches. Find the Search Manager in the Searching
menu. Several searches are already available under the Global f o l d e r for each of the various Business Objects.

Execute a Search from the Search Manager

1. Change the business object in the Association


dropdown box to the business object you wish to
search.

2. Select the search you wish to execute.

3. Click the Run button.

Example: Create a Search to Display Tickets You


Created Today
1. Click the Searching menu.

2. Click Search Manager. The Search Manager window


appears.

3. Select the User folder in the left pane of the Search


Manager.

4. Click the button to create a new search. The


Stored Query window appears.

Cherwell User Training Guide 21


5. Enter a title for your search in the Name text box.

6. Enter a description in the Description text box.

7. The Search type dropdown is set to Incident because


of the association chosen in step 1.

8. Click button to add search clauses. In this


example, there are two comparison clauses (for
Incident.Status and Incident.Closed Date Time) and
one ownership clause (Is owned by the current user).

9. Click the OK button.

10. Select your new search.

11. Click the Run button. Your results will be displayed.

Cherwell User Training Guide 22


One-Steps
Use the One Step manager to create and execute frequent actions. Find the One-Step Manager in the One-Step menu.
One-Steps allow you to run actions for a single record or group of records. Several one-steps are already available under
Global for each of the various Business Objects. To change the business object click the drop down box beside
Associations.

Execute a One-Step from the One-Step Manager


1. Select the One-Step.

2. Click the Run button.

Example: Create a One-Step to Send VPN


Instructions
1. In the One-Step Manager, select the User folder in the
left pane.

2. Ensure the Association dropdown is set to Incident.

3. Click the button.

4. Enter a Name for the One-Step.

5. Enter a Description for the One-Step.

6. Click the OK button.

Cherwell User Training Guide 23


7. Drag Send an e-mail onto the green plus sign in the
workflow area.

8. Enter a Name for the e-mail.

9. Right click in the To text box.

10. Expand the Customer fields node.

11. Click Email under the Customer fields node.


Customer.Email appears in the To text box.

12. Type a subject line in the Subject text box. Right-click


in the text box to add business object field values here
as well.

Note: In the screenshot to the right, the subject


line includes tokens for Incident.Incident Type (i.e.,
which returns “Incident” or “Service Request”) and
Incident.Incident ID.

13. Enter text in the body of the email.

14. There is an option to Let user edit e-mail before


sending. It is not enabled by default.

15. Click the Attachment button in the Mail Message


window toolbar.

16. Click Attachment Manager…. The Attachment


Manager windows appears.

Cherwell User Training Guide 24


17. Select the appropriate attachment.

18. Click the OK button.

19. The finished Mail Message appears with the


attachment listed in the Attach text box.

20. Click the OK button to save your step.

21. Click the OK button to save your One-Step.

To run your new One-Step, see Execute a One-Step from


the One-Step Manager above.

Note: For more documentation about One-Steps,


refer to the Cherwell Service Management online
documentation.2

2
One-Step instructions: https://cherwellsupport.com/WebHelp/en/6.0/23504.htm
Cherwell User Training Guide 25
Report Manager
Use Report Manager to create and run reports. Find Report Manager in the Tools menu. Several reports are
already available under the Global for each of the various Business Objects. To change the business object click the
drop down box beside Associations.

Run a Report
1. Click the Tools menu.

2. Click Reports.

3. Click Report Manager….

4. Ensure the appropriate business object is displayed in


the Association dropdown.

5. Select your report.

6. Click the Run button.

Note: Currently there are no reports designed.

Create a New Report


1. Open the Report Manager by following steps 1-4
above.

2. Select the User folder in the left pane of the Report


Manager window.
3. Click the button. The New Report Wizard
appears.

Note: For more documentation about Reports,


refer to the Cherwell Service Management online
documentation3.

3
Report designer instructions: https://cherwellsupport.com/WebHelp/en/6.0/17009.htm
Cherwell User Training Guide 26
Incident Management & Request Fulfillment
Incident Management is the process responsible for managing the lifecycle of all incidents. Incident management
insures that normal service operation is restored as quickly as possible and the business impact is restored.

Request Fulfillment is the process responsible for managing all service requests. A service requests is a formal request
from a user for something to be provided, for example a request for information or advice, to reset a password or to
install a workstation for a user.

Note: Because they are so similar, Cherwell Service Management handles Incidents and Service Requests as a single
business object (Incident). They are distinguished technically in the system by the value in the Incident Type field.

Create an Incident or Service Request


There are several different ways to initiate the creation of an incident or service request.
File Menu
1. Click the File menu.

2. Click the New menu item.

3. Click New Incident (Ctrl+Shift+I)

4. A new incident form appears with an automatically-


generated incident ID.

Main Toolbar

1. Click the button on the main toolbar.

2. Click New Incident (Ctrl+Shift+I)

3. A new incident form appears with an automatically-


generated incident ID.

Cherwell User Training Guide 27


The Incident Form

1. Enter the name of the customer in the text box under


Requestor on the left sidebar.

2. Press the Tab key. If a single result is returned, that


customer will populate in the form.
3. If zero or two or more results are returned, the
Contact Manager window appears for your to select
among multiple results or to perform a search.

4. Select the appropriate customer.

5. Click the OK button.

Note: You can also use wildcards like % or * to


use with partial information when searching for
customers, or you can click on the icon to display
the Contact Manager.

Note: Click the button to display the customer

Cherwell User Training Guide 28


record which includes related information, such as
Incidents, Journals, and Customer Surveys.

6. Best practice: verify that there isn’t already an open


incident record for the customer for the same issue
before proceeding.

7. In the section labelled Step 1: Record the Details, type


a brief description of the incident or request in the
Short Description field. This is a required field.

8. Enter a more detailed description in the Description


field. This is a required field.

Note: Click the button to open a larger text


box with more rich text options.

9. Select a value in the Call Source field. This field


defaults to Phone.

Note: Certain fields in the incident record are


available for customers to view via the Self Service
Portal. Always ensure that information entered is
professional and suitable for customers to read.
10. In the section labelled Step 2: Priority & Classification,
select the appropriate values for Service, Category,
Subcategory, and Priority. For Service, Category, and
Subcategory - each field is constrained by the value in
the field above it.

Note: The value selected in the Subcategory field


will automatically determine if the record is an
Incident or Service Request. The label at the top left of
the record will update accordingly.
11. Once Step 2 is complete, the Respond By and Resolve
By dates appear on the left sidebar in the SLA section.

12. When the incident form is complete, click the


button to save the record. The incident or request
status is defaulted to In Progress status.

Cherwell User Training Guide 29


13. Other Incident operations appear at the bottom of the
left sidebar.

a. Take Ownership: assign the ticket to yourself

b. View Detailed Date/Time Information: view


information about SLA deadlines

c. Link to Existing Major Incident: associate this


incident with an existing Major Incident

d. Submit to Knowledge Base: creates a new


knowledge article based on the current
record.

e. Track Time: create a time-tracking task to


record time worked on this ticket

f. Set to Pending: suspends the SLA timing and


updates the status to Pending.

Resolve an Incident or Request


1. Click Next: Begin Work link in the status bar to place
the ticket to In Progress.

2. Click the Next: Resolve link in the Status bar to resolve


an incident or request.
3. Enter a description of the resolution when prompted.

4. Click the OK button.

5. The status in the status bar changes to Resolved.

Note: Resolved incidents can be reopened by an


analyst who clicks the Next: Reopen Incident link.

Note: The customer receives an email notification


of the resolved incident, which will change to Closed
status in three business days unless that customer
reopens the incident or request.

Cherwell User Training Guide 30


Update Incidents and Requests
While working on an incident or service request, you may need to add additional information. There are various
options for updating tickets to capture additional information.

Journals
Journals appear as a tab at the bottom of the record. They are an excellent way to keep track of what has occurred
during the lifecycle of the record. It contains historical information such as field changes, SLA history, queue
history, mail history, customer requests as well as any notes you wish to add.

Add a New Journal Note


1. Click the Journals tab.

2. Click the button to create a new


journal note.

3. Select a value from the Quick Entry dropdown or


enter a note in the text box. By selecting a Quick
Entry, text will automatically populate into the Note
based on what you chose.

Note: Click the zoom button next to the text box


to display a larger text box.

Note: By default Visible in Customer Portal is not


ticked. If you wish this entry to be visible to the
customer, check this box.

4. Notify Ticket Owner On Save is a manual option to


send a notification email to the owner of the record.

5. Click the button on the main toolbar to save your


journal note.

Cherwell User Training Guide 31


Attachments
Add attachments to a record such as a web page, link, or a log file.

Add an Attachment
1. If the attachment bar is not visible at the top of the
record, click the Edit menu.

2. Click Attach.

3. Click Always show Attachment Bar.

4. The attachment bar appears under the toolbar.

5. Click the button.


6. The attachment menu appears.

7. Click Attach a file (import)…

8. Browse to the file on your computer and select it.

9. Click the Open button.


10. The attachment will now appear in attachment bar.

11. Click the button on the main toolbar

Cherwell User Training Guide 32


Email
You can email a customer directly from the system. This information will be captured in the Journal tab for the record
as a Journal – Mail History item.

Email the Current Customer


1. Click the File menu.

2. Click the E-mail current customer… menu item.

3. The E-Mail Message window appears. The customer’s


email address will be auto populated.

4. Type a Subject for the email.

5. Type the Body for the email.

6. Uncheck Attach to recipients.

7. Click the Send button.

Cherwell User Training Guide 33


Tasks
Tasks appear as a tab at the bottom of the record. If other support staff are required to complete work for the
record, you can create a task that can be assigned to a specific individual or team.

Create a New Task


1. Click the Tasks tab.

2. Click the button.


3. A new task record appears.

Note: The task tab displays a split grid/form


view. Slide the tabs up and slide the line separating
the grid and the form to the left to expand the form.

4. Click the Owned By Team or Owned By link as


appropriate to assign team ownership or individual
ownership of the task.

5. Click the button on the main toolbar.

Working a Task
1. Click the Next: Acknowledge link to accept the task.
The task status changes to Acknowledged and the
task entry in the grid on the Tasks tab changes to
green.

2. Click the Next: Set as In Progress link when you


begin work on the task. The task status changes to
In Progress.
3. Click the Next: Close link when work on the task is
complete.

4. Select a Close Code when prompted.

5. Enter any additional information as appropriate in


the Completion Details text box.

6. Click the button on the main toolbar.

Cherwell User Training Guide 34


Problem Management
A Problem is a record created when the root cause of one or more incidents is unknown. The focus of problem
management is to proactively prevent incidents from happening and minimize the impact of incidents that cannot be
prevented.

Create a Problem
There are several different ways to initiate the creation of a Problem.

File Menu
1. Click the File menu.

2. Click the New menu item.

3. Click New Problem.

A new Problem form appears with an automatically-


generated Problem ID.

Main Toolbar

1. Click the button on the main toolbar.

2. Click New Problem

3. A new Problem form appears with an automatically-


generated Problem ID.

Cherwell User Training Guide 35


The Problem Form

1. Under “Step 1: Identify and Classify”


enter:

a. Short Description
b. Detailed Description (click
the icon to open the
text editor).
c. Select the Service
d. Select the Category
e. Select the Priority

2. Under “Step 2: Investigation and


Analysis”: complete the Diagnosis
or Affected CI for the problem.

3. Select “Next: Begin Work”

4. The Status will change to “Work in


Progress”.

Cherwell User Training Guide 36


5. Under “Step 3: Workaround and
Known Error”:
a. If a workaround is
developed, then describe
the workaround in the
textbox.
b. The Workaround Exists
checkbox will automatically
be checked if text is in the
field. The Problem then
becomes a Known Error.
c. Click the Submit
Workaround to Knowledge
Base if that action is
preferred.
d. Click the Publish
Workaround in Portal if the
workaround is to appear in
the Portal.
6. Under “Step 4: Root Cause and
Resolution”:
a. Enter in the Resolution
details.
b. Select a Cause Code.

Note: A prompt for the Cause


Code and Resolution will appear if
not completed when setting the
Problem to a Resolved status.
7. Set the Status to “Resolved” by
clicking Next: Set Status as
Resolved.

Attach Incidents to a Problem


1. Select the Incidents tab.
2. Click the Add an existing Ticket
Group button

Cherwell User Training Guide 37


3. The Ticket Group Selector dialogue
box will appear
4. Select a ticket to link to the
problem.
5. Click OK.

6. The incident is now linked to the


problem.

More Operations for Problem


Tickets

On the left sidebar, you can:

1. Take Ownership: assign the ticket


to yourself.
2. Publish to Top Issues List in Portal:
add the Problem to the portal.
3. Send E-Mail Update to Customer:
send an email to the customers
associated with incidents linked to
this Problem.
4. Resolve Attached Incidents: when
the Problem is resolved, click this
link to resolve any incidents linked
to this Problem Ticket. A
notification email is also sent to the
customer
5. Set Status as Resolved: updates the
problem record status to resolved.

Cherwell User Training Guide 38


Change Management
Change Management is the process responsible for controlling the lifecycle of all changes, enabling beneficial changes to
be made with minimum disruption to IT services.

Create a Change Request


There are several different ways to initiate the creation of a change request.

File Menu

1. Click the File menu.

2. Click the New menu item.

3. Click New Change Request.

A new change request form appears with an automatically-


generated ID.

Main Toolbar

1. Click the button on the main toolbar.

2. Click New Change Request.

3. A new Change Request form appears with an


automatically-generated ID.

Cherwell User Training Guide 39


The Change Form

1. Enter a Requestor then press the Tab key.

Note: You can also use wildcards like % or * when


searching for a requestor. You can also click the
icon and it will bring up the Contact Manager. If there
is an exact match the requestor information will be
auto populated. If there are multiple matches or
when the icon is clicked, the Contact Manager will
appear and you can select the appropriate record.

Cherwell User Training Guide 40


2. On the main form, the default Change Type is set to
Normal. Click the dropdown to change the type.
Select Emergency, Informational, Normal, or
Standard.

3. Fill in the Change Title.

4. Enter a Description for the change.

5. Select a Priority.

6. Visible in Customer Portal: this option will allow the


change request to be viewable to customers via the
portal.

Note: the requestor and priority must be


completed to allow the change to be saved.
Note: the “Identify Affected CI” button will be
disabled until fields have been completed.

7. Click the “Identify Affected CI” button to continue.


The status will update to “Evaluating”.

8. Enter the Primary CI information.

9. Select the Primary Service Affected.

10. Enter the Service Importance.

11. Click the “Classify” button to return to the previous


screen.

12. Click the “Assess” button to continue.

Note: the “Assess” button will be disabled until


required fields are entered.

13. The Status will update to “Assessing”.

Cherwell User Training Guide 41


14. Complete the Risk Impact.

15. Detail any Risk associated with the change.

16. Complete the Impact Assessment.

17. Complete the Necessity Assessment.

18. Complete the Back Out Plan.

19. Complete the Feasibility Assessment.

20. Click the “Identify Affected CI” button to return to the


previous screen.

21. Click the “Schedule” button to continue. The Status


will update to “Scheduling”.

Note: the “Scheduling” button will be disabled


until the fields are entered.
22. Enter the Proposed Start Date.

23. Enter the Proposed End Date.

24. The Review date will autopopulate.

25. Click the “Change Calendar” button to view all


changes that are on the schedule.

26. Click the “Assess” button to move to the previous


screen.

27. Click the “Imlement” button to continue.

28. The staus will update to “Implementing”.

29. Complete the Percentage Completed field.

30. Click the “Create a New Task” button to add


tasks associated with the Change.

31. Click the “Review” button to continue.

Cherwell User Training Guide 42


32. The Status will auto update to “Review”.

33. Select the Final Disposition.

34. Enter the Actual Start Date.

35. Enter the Actual End Date.

36. Complete the Review Notes.

37. Click “Close” to close the Change.

38. The Status will auto update to “Closed”.

Cherwell User Training Guide 43


Knowledge Management
Knowledge Management is the process responsible for sharing perspectives, ideas, experience, and information. It also
ensures that these are available in the right place and at the right time. It enables informed decisions and improves
efficiency by reducing the need to rediscover knowledge.

Search for Knowledge


Knowledge is made up of information from various sources such as Knowledge Articles, Known Errors, Open Incidents
and external websites such as Google. The sources available to search may vary depending on how your system has
been configured.

Knowledge Pane

1. Click the Knowledge button on the far right of the


screen to show the Knowledge Pane.

2. The Knowledge Pane appears.

Cherwell User Training Guide 44


Knowledge Icons
The toolbar contains options for performing various actions in the system. Many of these are also available through
the menu.
Option Description
Used to hide the Knowledge Pane

If you click on this then the field your cursor is currently in will auto
populate into the Search for text box.

This operates the same as above but will start the search without having to
click the Go button.

Search is based on current record type.

This will exclude searching Known Errors, Changes and Incidents.

Search for all words (AND is used to separate words)

Search uses any words (OR is used to separate words)

Show Options allows you to select or deselect knowledge sources to


search against.

Create a Knowledge Management Article


There are several different ways to initiate the creation of an incident or service request.
File Menu

1. Click the File menu.

2. Click the New menu item.

3. Click New Knowledge Article

4. A new Knowledge Article form appears with an


automatically-generated ID.

Cherwell User Training Guide 45


Main Toolbar

1. Click the button on the main toolbar.

2. Click New Knowledge Article

3. A new Knowledge Article form appears with an


automatically-generated ID.

The Knowledge Article Form

Cherwell User Training Guide 46


1. The default status for a new Knowledge Artile is New.

2. The Owned By field autopopulates with the current


logged on user.

3. Enter a Title for the article.

4. Enter the Keywords.

Note: Keywords are used for searching. Use


relevent words to increase the likelyhood that the
article will appear when a user is looking for this
information.

5. Complete the Solution or Workaround. Use the rich


text editor to format further.

6. Visible in Customer Portal will be checked when an


article is available to the portal. This is set
automatically when the article is in Published External
status.
7. Choose a Service.

8. Choose a Category.

9. Choose a Subcategory

10. Choose an Article Type.


11. Click the Next: Submit New Article link on the top
right of the record.
12. The status will change to Submitted. Click “Assign for
Review” to continue.

13. Chosse a Knowledge Team Member to review then


click OK.

14. The status will update to Review. Click Request


Approval to continue.

Cherwell User Training Guide 47


15. The status will update to Approval. Select Publish to
continue.
16. Once the article is pulblished, the status will change to
Published.

17. The article’s Review By date will be set for one year in
the future.

Cherwell User Training Guide 48