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Cherwell User Training Guide 1

Cherwell User Training Guide

January 25, 2016


Revision History

Revision Date Comments

1.1 8 December 2014 Initial release.

1.2 25 January 2016 Revisions (BEYOND20)


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


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.


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.


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 this address in your web browser.

http://helpdesk.oakton.edu/cherwellclient

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.




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.


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


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.


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.


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.


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.


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.


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.

Cut

Moves the selected item to the clipboard, you can then paste the item into a new location.

Copy

Copies the selected item to the clipboard; you can then copy the 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.

Search Manager Display the Search Manager where you can create, edit, delete, organize and run saved searches.

Show Results Displays a set of records meeting specific criteria.

Show current record

Displays the currently selected 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.


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.

Go To

Closes the screen you are working on and opens the new screen with the item highlighted.

Quick-View

Opens the item in a second window so you can quickly view it.

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

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


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.


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.





12. The Search Manager now appears in the Common Tasks section of the Task Pane.


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

https://cherwellsupport.com/WebHelp/en/6.0/2062.htm



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.


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.




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 fo lder 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.


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).


10. Select your new search.

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


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.


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.


4. Enter a Name for the One-Step.

5. Enter a Description for the One-Step. 6. Click the OK button.


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.


17. Select the appropriate attachment.


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




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.


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




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.


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.


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


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.


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.


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.


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.


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.


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


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.


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.


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.


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.



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.



3. Click New Problem.

A new Problem form appears with an automatically-generated Problem ID.

Main Toolbar


2. Click New Problem

3. A new Problem form appears with an automatically-generated Problem ID.


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”.


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


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.


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.



3. Click New Change Request.

A new change request form appears with an automatically-generated ID.

Main Toolbar


2. Click New Change Request.

3. A new Change Request form appears with an automatically-generated ID.


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.


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”.


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.


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”.


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.


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.



3. Click New Knowledge Article

4. A new Knowledge Article form appears with an

automatically-generated ID.


Main Toolbar


2. Click New Knowledge Article

3. A new Knowledge Article form appears with an automatically-generated ID.

The Knowledge Article Form


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.


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.

Documents

Cherwell User Training Guide - Oakton Community … User Training Guide -Oakton...3. Enter your User Name and Password and ... If the item is a Journal ... Cherwell User Training Guide