Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Cherwell Web Client

IT Quick Reference Guide

1. Enter the following URL: • For training environment: https://cherwell-trn.umsystem.edu/CherwellClient 2. Enter your University User ID and Password.

Log into CherwellThe dashboard is dynamic and updates data at regular intervals. Double click on any item to drill down into ticket or data fields. The content on the dashboard varies depending on your permissions in Cherwell. The Create New Ticket button features one click to start a ticket.

Dashboards

Service Management Menu and Toolbar

New Ticket Roadmap

The Cherwell menu and toolbar contain options for performing various user actions. They are contextual and change depending on where you are in the Cherwell system.

The most common items used are Home, New, Save, Attachments, and Knowledge.

Step 1: Record the DetailsRecord Requestor DetailEnter the customer’s university User ID or EMPLID and press the Tab key.

To access customer’s detailed information, click on the blue arrow.

If customer is not in PeopleSoft tables, enter Generic for the Requestor name, press Tab, and select appropriate option. Then, click Add Preferred Contact Info and select External Customer to capture their name, email, and phone number.

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1. Enter Short Description.2. In the Description text box, enter the customer’s information as they describe it.Caution: Whatever you type in the Description field will display on the customer’s Cherwell portal page.

3. Select the appropriate Reported Source (how the customer contacted you).

Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Cherwell Web Client

IT Quick Reference Guide

Step 2: Classify Step 3: Fulfill Request

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Take Ownership Attach a File

1. Click Search Classifications Search icon.2. Type Service and Action. (i.e.: Financial Accounts Payable)3. Click Search icon.4. Select the appropriate service and action. Note: Alternatively, individually select appropriate responses from the Service Name, Category, and Subcategory fields.5. If necessary, change to the appropriate Priority.

Tip: To change classification before saving the ticket, click (clear classifications). After saving the ticket, click Reclassify Ticket.

If there is a Specifics form to complete based upon theclassification selected in Step 2, it will appear.

1. Complete the form.

If no Specifics form appears in Step 3, record additional ticket details in the Tabs section.

1. Scroll to the bottom of the ticket. 2. Click on the up double arrow. 3. Under the Journals tab, click New Journal – Note. 4. In Details text box, enter information.

Note: Once the classification is completed, the Owned By: will auto-assign to the appropriate team. Ticket status will move from New to Assigned once this section is completed.

For non-escalation tickets: Click Take Ownership.

For escalating tickets to another team: 1. In the I Want To: section, click Escalate to Level 2 or, for some groups, Escalate to Level 3. 2. Enter reason and click OK. 3. Click Save.

Assign To… option: Click this link to assign to a different team member.

1. Click on the paper clip icon in the Toolbar.2. Select Attach a File (import).3. Skip Name: text box. This will autofill with the selected file name.4. Optional: Describe the file.5. Click the green + icon.6. Select the appropriate file.7. Click Open.8. Click Save.9. A number will appear to the right of the paper clip icon to reflect the number of attachments.10. To find or view the attachment, click the paper clip down arrow and select the appropriate file name.

Note: Click on the double arrow to enlarge Journals area, or hover over the line and when the two opposing arrows display, drag up.

Tip: If you want the customer to see your journal notes on their Cherwell portal page, click the link Visible in Customer Portal.

Tip: For alternate journal views, click View to find theone you prefer.

Cherwell Web Client

IT Quick Reference Guide

Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Cherwell Web Client

IT Quick Reference Guide

Tabs AreaThe Tabs Area tracks what occurs during the ticket lifecycle with historical information such as field changes and mail history. Each tab has its own toolbar and the actions vary. This area allows for easy viewing of the customer’s open tickets and past 30 days history. Once a ticket is resolved, a Resolution Details tab appears.

Log OutResolve a Ticket1. In the upper left hand corner, click on Next: Resolve or in the I Want To section, click Resolve this Service Request.2. Provide a Resolution Description.3. Select OK.4. Select a Cause Code.5. Select OK.

1. Click on your name in the upper right hand corner of the screen.2. Select Logout.

Email a CustomerI Want To:This section provides easy access to many Cherwellfunctions.

• Escalate to Level 2 (or 3): This link auto-escalates the ticket to the next level. • Resolve This Incident/Service Request: This link provides one click to move ticket to the Resolved status. • View Detailed Date/Time Information • Submit to Knowledge Base: This captures ticket description and creates a draft article. • Email a Co-Worker: This allows you to email a co-worker for information, troubleshooting, etc. • One Click Tickets: This section provides easy data entry for high volume or specific customer tasks.

Important: It is a Cherwell best practice to avoid changing the email Subject Line. The Subject Line number provides ticket number as a reference while you communicate back and forth with the customer.

1. Below customer’s name, click the Requestor’s email address. 2. Optional: Add additional people to the To: or Cc: text box. 3. Type body of message. 4. Optional: Add attachments by clicking the Paper Clip icon in the toolbar. 5. Click Send.

Warning: Do not use the Email feature in the toolbar. *emails sent to customer are automatically added to the Journal.

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Nice to Know:Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Cherwell Web Client

IT Quick Reference Guide

Quick Search Tips and Tricks

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Set to Pending Status

Additional Requestor OptionsReopen and Resolve Ticket

The Quick Search is located in the upper right corner of every screen.

Quick Search includes simple query options to locate and display a record or list of records based on a selection, work, or phrase. If you type a customer’s name, the search will return links to the customer’s PeopleSoft HR information, open tickets, and journal notes.

Tip: Quick Search does not search tickets in the Closed status unless you designate it under the wrench icon. Deselecting the Open Incident only default will allow Cherwell to search Closed tickets.

• In Reported Source, type the first letter of the source to avoid clicking down arrow and selecting source. (E.g. type P for Phone)• In the Web Client, the Tab key is critical. Whereas, the Enter key is critical for the Desktop Client.• When working in Cherwell tables, the column is easily sorted by clicking on the Column Name.

1. Click on Quick Search text box.2. Enter the customer’s last name.3. Select the appropriate service request.4. Click Next: Reopen Incident link below the Resolved ticket status.

• Add Preferred Contact: When a customer has a different phone or email than what their PeopleSoft record contains, Cherwell offers an option to add this additional information to the ticket. Note: This feature does not permanently update PeopleSoft or Cherwell records.

• Submit on Behalf of: When the person contacting the service desk is doing so for someone else (i.e. a spouse), the Requestor is the person who reached out to the service desk or HR staff. The Submit on Behalf of: records the person who needs the assistance.

• FERPA: If a customer has FERPA enacted, FERPA will appear in red text and no customer information will display.

1. Click Set to Pending link.2. At the prompt, click the appropriate reason.

Note: To remove, click Next: Remove Pending Status.

Report a Cherwell Problem• In the I Want To: section, click Report a Cherwell Problem.• Describe the issue. • Click OK.