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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.
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.
2. Select Oakton.CherwellonDemand.com
connection and click OK.
6. Click OK.
http://helpdesk.oakton.edu/cherwellclient
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
1. Quick Search
2. Common Tasks
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.
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.
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.
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.
New Creates a new record (you specify the business object type).
Legal Values Displays a list of legal values (for Legal Value fields only).
Each tab has its own toolbar and the buttons available will vary.
Filter Allows you to filter out the items based on search criteria.
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.
2. Select Options…
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.
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
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.
Main Toolbar
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 an Attachment
1. If the attachment bar is not visible at the top of the
record, click the Edit menu.
2. Click Attach.
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.
Create a Problem
There are several different ways to initiate the creation of a Problem.
File Menu
1. Click the File menu.
Main Toolbar
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
File Menu
Main Toolbar
5. Select a Priority.
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.
8. Choose a Category.
9. Choose a Subcategory
17. The article’s Review By date will be set for one year in
the future.