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Cherwell Self-Service Portal – User Guide
After login, this user guide is available as printable and video versions on the Portal Home Page
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From any page, if you click on the word ‘Home’, on the top left corner, you’ll come back to the Portal
Home page
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If you click on ‘HelpDesk forms’, you’ll find commonly used forms, which you can save, complete
and attach to a work order.
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To create a NEW Incident or Service Request, Click on ‘NEW Click Here’
NOTE: this feature is available on all the Self Service Portal pages – My Items, View the Status of My
Requests and Search Our Knowledge Articles
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Please choose a service/request from –
• NMSIIS/Immunization Request
• New incident/request (not NMSIIS/Immunization related)
• Request IT Professional Services (for internal Dept. of Health use only)
• XEROX Smart Print Issues (for internal Dept. of Health use only)
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To complete the ‘NMSIIS/Immunization Request’ – for Immunization/NMSIIS requests (NMSIIS
password resets, update/modify NMSIIS records, reports, reconciliation issues, vaccine inventories, etc.)
• If you have alternate contact information, please list it in this section.
• Fill in the description in the ‘Provide some information…’ section.
please do not list any PHI, protected Health information in this section
• To attach a document, click on the paper clip
• Click on ‘Submit/Save Request’
Buttons located at the top or bottom of the page
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Example of submitted NMSIIS/Immunization Request
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To complete the ‘New incident/request’ – for any other request besides NMSIIS/Immunization issues
• If you have alternate contact information, please list it in this section.
• Fill in the description in the ‘Provide some information…’ section.
please do not list any PHI, protected Health information in this section
• Please answer the ‘Urgency and Impact analysis’ questions
by choosing ‘Yes’ or ‘No’
• To attach a document, click on the paper clip
• Click on ‘Submit/Save Request’
Buttons located at the top or bottom of the page
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Example of a submitted ‘New incident/request
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To attach a document to either request, click on the paper clip.
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You’ll receive this dialog box, click on the + for ‘File Name’ to browse for the file needed. Then, ‘Save’,
‘Close’ . The file will be attached to the work order.
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Monitor the progress of your work orders by clicking on ‘My Items’ or ‘View the Status of My Requests’.
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You’ll have access to all open and closed work orders…
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Once you click on a specific work order, You’ll see and how the ticket was assigned and all journal
entries.
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To search the knowledge articles for how-to’s and possible solutions, lick on the Search Our Knowledge
Articles
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You’ll receive this page, type in key words and hit go.
You’ll receive a list of knowledge articles, based on your search. This example used the word ‘phones’
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DOH notifications will be listed in the ‘Notifications’ Section
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You can make an IT suggestion, by clicking on the ‘IT SERVICES SUGGESTIONS’ Box
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Type in your suggestion; then, click on ‘Submit’
You’ll know your suggestion was submitted when you get a ‘Thank you’
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To logout, Click on the arrow next to your name in the upper right-hand corner. You’ll get a drop-down
list, click on ‘Logout’