Cherwell Training: Help Desk Consultant

Transcription

1 Cherwell Training: Help Desk Consultant About Cherwell This course will introduce you to the Cherwell Service Management (CSM) desktop client. Topics covered in this class will include accessing Cherwell, Dashboards, Incidents, Equipment Incidents, Service Requests, and Incident Queues. Please note that this class has a lot of content and there is limited time. However, it is requested that you ask questions if you do not fully understand a concept or step when using Cherwell. You will need to use the CSM desktop client every shift and for every client interaction. Cherwell Service Management (CSM), developed by Cherwell Software is a configurable, scalable Out- Of-The-Box (OOTB) Service Desk solution based on IT Service Management (ITSM) best practices and the Information Technology Infrastructure Library (ITIL) framework. More information about ITSM and ITIL can be found at itsm.uwm.edu. The UWM Help Desk will use CSM daily to manage Incidents and Service Requests. Your Assignment In order to show you how to use the CSM at the UWM Help Desk, this course will focus on the entire Incident lifespan from incident creation to incident resolution. As a result, your assignment will be to follow along in Cherwell throughout the class. You must complete incidents on your own towards the end of class. Last updated June 2015 by Ashly Odom

2 Contents About Cherwell... 1 Your Assignment... 1 Getting Started... 4 Accessing Cherwell... 4 The Working Screen... 5 Dashboards... 6 About Dashboards... 6 Widgets... 6 My Current QCs... 6 Incidents... 7 Creating a New Incident... 7 The Incident Screen... 7 Entering Requester s Information... 8 Finding a User s Contact Information and Incident History... 9 Adding and Changing Contact Information Incident Ownership Assigning Ownership to UITS HD Step 1: Record Entering a Description Selecting a Call Source Selecting an Incident Location Selecting the Preferred Method of Contact Step 2: Classify Classifying an Incident Clearing Classification Using the Search Field to Classify Setting the Priority Step 3: Investigate the Incident (Specifics) Journals Creating a Journal Journal Priority

3 Internal vs. External ing Incidents ing a Client in Cherwell Client s Response Unread Journal Widget Tasks Recording Time Spent on an Incident Using Tasks to Keep Incidents Open in Queue or to Escalate Incidents Resolving Incidents Resolving Incidents You Create Resolving Already Existing Incidents Equipment Incidents Service Requests Service Requests vs. Incidents Creating a Service Request Queues Accessing Queues Accessing the HD1 Queue, Locking Incidents, and Taking Task Ownership Exiting Cherwell Additional Resources Cherwell Documentation Cherwell Questions or Errors

4 Getting Started Accessing Cherwell You can access Cherwell by double clicking the Cherwell Service Management icon on the desktop. The Cherwell Service Management program is also found in the Start Menu under Cherwell Service Management. Once you arrive at the 1Login screen, you will need to log in using your epanther and password. 4

5 The Working Screen Below is an example of what you may see in the Cherwell window, along with some common terms for the different elements of the window. Main Menu One Steps Toolbar Quick Search Task Pane Vocabulary Main Menu Toolbar One-Steps Quick Search Task Pane Displays actions for performing common Cherwell Service Management operations. Use the CSM Toolbar to access common CSM operations. One-Steps are designed to automate repetitive tasks so they can be initiated by simply pressing a button or selecting a menu item. A Quick Search is a simple search that quickly finds all records containing a specific word or phrase (Ex: Show all records whose description contains the word "D2L"). Search options, such as record type, status, etc. are typically predefined to simplify the search and vary depending on the purpose and location of the search. The CSM Task Pane provides dynamic, at-a-glance information and quick access to common tasks and actions. 5

6 Dashboards About Dashboards A Dashboard is a control panel that can execute Actions (commands, searches, etc.) and provide realtime, at-a-glance information to track important Business Objects (such as Incidents). Information is presented using a variety of configurable Widgets and is typically tailored to provide relevant information to a User, Role, or Team. An example of the HD1 Dashboard can be found below. Widgets A Widget is a mechanism that displays data on a Dashboard. The widgets on the HD1 Dashboard are configured to execute an action and display information about Incidents and the Incident life span. Examples of widgets viewable in the image above are as follows: Tasks I Own, Unowned Tasks, 3 Days or Older, etc. My Current QCs The My Current QCs Widget allows you to check your Quality Control incidents within the CSM desktop client. It is required that you check this Widget every time you receive a new QC. 6

7 Incidents According to the ITIL framework, an Incident is any deviation from normal operation of a service that has caused, or may cause, an interruption or a reduction of the quality of the service. Every time a client has a question or reports an issue, an Incident needs to be created in Cherwell. These Incidents will keep track of the progress made on answering a client s question or resolving an issue. Creating a New Incident A new incident needs to be created for every issue reported by a client by phone, or in person. 1. Click New located in the toolbar at the top of the screen. 2. Select New Incident from the menu. Ctrl+Shift+I Another way to create a new incident is to use the New Incident widget located on your Dashboard. 1. Click the New Incident widget, or button. The Incident Screen Once you create a new incident, the new incident page will display. A large portion of this training will go over the workflow when creating a new incident. The arrows on the image represent the workflow. The Incident ID can be found in the upper left corner of the Incident Screen as shown below. 7

8 Entering Requester s Information Every time a client contacts the Help Desk, we need to gather the client s epantherid. Gathering the client s epantherid enables us to identify who the incident is created for and enables us to contact the client in the future if needed. Once we have the client s epantherid, we can begin creating the incident. There is a general login (nologin) that should only be used for direction requests such as locating the restroom or if the client does not have an epantherid. If the client does not have an epantherid, you should still gather the client s name and contact information. 1. Click within the text box below Requester. 2. Type the client s (your instructor s) epanther. 3. Press Tab or Enter. a. This will populate the client s information. If there is more than one client with names or epantherids containing the information, the Contact Manager window will open. Choose the correct client. *Tip: If you do not know the requester s epanther, you can click on the of the requester s epanther. This will open the Contact Manager window. icon located to the right You can click on the Search option located at the bottom of the alphabet ranges. A Search box will then become available. You can attempt to locate the client by searching for the last name. *Note: The Requester profile will also display the client s roles with the university and their service agreement. *Note: If there are multiple results with the same name, it is important to verify the correct epanther ID with a Help Desk Technician. 8

9 Finding a User s Contact Information and Incident History It is important to gather the client s contact information and the best time to reach the client every time a client contacts the Help Desk. All of the client s contact information does not display on the left side of the incident screen. As a result, you will want to view the client s records to ensure we have the correct information on file. These records contain the client s full name, epantherid, role, contact details (such as phone, mobile, and alternate address), and a details section containing the client s support agreement. When creating incidents for a client, it is also very important to check to see if a client already has an existing incident for the issue. If an incident already exists, you should not create a new Incident. Instead, you will go to the existing incident and update it with the work you perform. 1. Click the blue arrow located to the right of the requester s information. 2. This will open the requester s Quick view window (as can be viewed below these steps). 3. The requester s record will appear at the top of the window. This will contain the client s contact details. For example, you can view the client s Alternate Phone and The Incident tab can be found towards the bottom of the window. a. This will contain a list of all the client s New, Assigned, Resolved, and Closed incidents. 5. If the client already has an existing incident regarding the issue, select the incident in the window. a. You would then click the blue arrow to go to the selected incident and continue your work. 9

10 Adding and Changing Contact Information If the client provides you with an alternate phone number or alternate address that is not listed in their record, you will need to update the contact details. Remember that you must also gather the best time(s) to contact the client as well for every new incident. 1. While remaining in the Quick View window we accessed earlier, click in the field you need to update. 2. If the client provides you with a home or mobile phone number not listed in his/her record, click within the Home Phone or Mobile Phone field and type in the number. Note: You must include the area code. a. Use the Alternate field to add an address not listed in his/her record. 3. Once all the information is entered, click the Save button located in the toolbar. 4. Click OK to return to the incident screen. 5. Back on the incident screen, there is a Best Time to Contact: field directly under the contact information. Fill this field out with the best time to reach a customer (example data shown below) to update this information. *Notes: You can only update the Home Phone, Mobile Phone, and Alternate Phone fields. If a client s Office Phone is incorrect, they should contact HR to have the information updated (KB Article: 48622). The Best Time to Contact: field will only be saved for the current incident. You will need to gather this information for every new incident you create, as the client s availability may vary per incident. However, the contact information will save to the client s record for all existing and future incidents. 10

11 Incident Ownership Cherwell is based on the framework of ITIL and its concepts. One integral ITIL term to remember is Service Owner. The definition of a Service Owner is as follows: A role which is accountable for delivery of a specific IT service and representing that service across an organization. The UWM Help Desk s role is to ensure Service Owners resolve their incidents. As a result, the UWM Help Desk will own a large portion of incidents within Cherwell. Although tasks will be delegated out to other teams, the UWM Help Desk will share responsibility for ensuring that the issue is resolved and that the client is contacted. It is important to note that we will never assign incident ownership to another team in Cherwell. It is up to the individual teams, or other Service Owners outside of the UWM Help Desk such as Desktop Support, to take ownership of an incident if needed. Assigning Ownership to UITS HD1 Ownership of new incidents created in the Call Center always needs to be assigned to UITS HD1. Incident Team Ownership is an integral step you must complete when creating a new incident. The incident ownership options can be found under the Owned By section on the left side of the incident screen. 1. Click on the Owned By Team: - not yet assigned - option as shown to the right. 2. A prompt will appear asking you to choose the team. 3. Always choose UITS HD1 from the drop-down menu. 4. Click OK. It will now state that the incident is Owned By Team: UITS HD1. As of right now, you will not make any more modifications to the incident ownership. *Tip: Remember you must assign ownership to UITS HD1 every time you create an incident. To ensure you do not forget to assign ownership, you can work your way down the left side of the incident screen before moving on to the Description and other information. This will make it more difficult to miss this step. 11

12 Step 1: Record We will need to enter a problem Description, select a Call Source, select an Incident Location, and select the Preferred Method of Contact. Entering a Description In order to fully understand a client s question or a problem encountered, we need to gather as much information as possible. Because of this, we need to ensure we are entering a detailed problem description in the Description text box. Make sure you check your spelling and grammar. 1. Click in the text box located to the right of Description:. 2. Type a detailed description of the problem. An example of a detailed problem description can be found below: Once you type a description and click within another field, you will notice that the Record box will turn green. A check box will also appear to the right of the heading Step 1: Record the details. Although it appears that you are finished recording the details, there are a few more steps you must complete in this section. Selecting a Call Source The Call Source field indicates the method in which the client contacted the Help Desk. The options we will primarily use at the Help Desk are as follows: Phone, , CCL, or Walk-In. The Phone call source is tied directly to your ACD Score. The CCL call source should be used when working in a campus computer lab. Let s pretend that we are currently speaking with the client over the phone for this activity. 1. Click on the drop-down arrow for the Call Source: field. 2. Observe the various options. 3. Select Phone from the menu. 12

13 Selecting an Incident Location Next, we would select the Incident Location. This field indicates where the client is currently experiencing the issue. For example, if an individual reports UWM WiFi connectivity issues in the Union, you would need to select the Incident Location that corresponds to their location. If you are working with a client in a Campus Computer Lab, you should choose the lab s location. Although the client for our example will experience the issue no matter her location, let s pretend the client is currently at home for this activity. 1. Click on the drop-down arrow for the Incident Location: field. 2. Observe the various options. 3. Select Home from the menu. Selecting the Preferred Method of Contact When working with a client, we need to determine their preferred method of contact. We may need to contact a client for further information or with a possible resolution. We need to select which method they would prefer us to use when contacting them. 1. Observe the available options on the incident screen and found below. 2. After asking the client their preference, check the box for all methods that apply. 13

14 Step 2: Classify The next step we must take is to classify the incident. In this section, we will show you how to classify an incident when you know the correct classification. We will also show you a helpful feature that allows you to use a keyword (such as D2L) to search for the correct classification in Cherwell. Classifying an Incident When you know the classification to use for an incident, you will first select an option from the Service menu and then proceed until all possible information is filled in. First, we will proceed to classify the incident using this method. 1. Click the drop-down arrow for the Service: field. 2. Choose Educational Technology from the menu. 3. Click the drop-down arrow for the Category: field and select D2L. 4. Select Course Activation from the SubCategory: drop-down menu. a. If you click on the Category Detail: drop-down menu, you will notice there are no further options to select for this particular classification. Clearing Classification If you notice that your classification is not correct and you want to start over, you can simply clear the current classification. Let s clear the classification we selected in order to successfully complete the next activity in this section. 1. Click (clear classifications) located to the right of the Step 2: Classify heading. 14

15 Using the Search Field to Classify If you are unsure which classification you should use, try using the search field. You can enter a keyword, such as D2L, and Cherwell will find all possible classification options using the keyword. 1. Click in the search field located to the right of the Step 2: Classify heading. 2. Type D2L 3. Press Tab on your keyboard. a. The Incident SubCategory Selector window will appear displaying the results of your search. 4. If you do not see the classification you are searching for, try searching for a different keyword by typing it in the search box and pressing Enter. 5. Since the classification we need is displayed without modifying our search, select the Course Activation option from the list as shown below and click OK. Once you select the desired classification and click OK, it will automatically select the correct options for service, category, and sub category. Select an option for category detail if available. 15

16 Setting the Priority A priority level will need to be determined for all incidents. You will need to use the default priority for most incidents you create. This default priority depends on the classification and the available priority options. For example, when the priority options include those for University, Department and Individual, you will use the default Individual 4 (or Medium 4) priority. If the options include those for Must Have, Should Have, and Whenever Possible, you will use the default Should Have 3 (or Standard 3) priority. The only time you will use a different priority is if there is a university wide issue (such as service degradation) or an issue that affects multiple departments. The priority you would use for these instances is University 1 (or High 1). For example, you will use the University 1 (or High 1) priority if there is an Office 365 service degradation. 1. Click on the drop-down arrow for the Priority field. 2. Choose the Individual 4 (or Medium) option as shown to the right. Once you select this option, you will see the number 4 in the Priority: field. The impact and urgency information will appear to the right of the field. 16

17 Step 3: Investigate the Incident (Specifics) The next step is to fill out the Specifics form if applicable. These forms will require that you gather more information for specific classifications. The Specifics form will appear under Step 3: Investigate the Incident. Not all classifications have Specifics forms. The D2L - Course Activation classification does not have a Specifics form. Instead, the area indicates that no form is available: An example of a Specifics form for the Accounts & Access>Sponsored UWM WiFi> Submit Service Request classification can be viewed below: We will revisit the Specifics form when we work on creating a Service Request later in the class. 17

18 Journals We need to add journals in Cherwell to record troubleshooting, research, phone calls, s, and other important information. Journals help an individual understand the troubleshooting, research and other information that has already occurred with the incident. This prevents individuals from repeating any steps. Creating a Journal 1. Navigate to the Journals tab in the bottom portion of the Incident screen. 2. Click New Journal Note located in the tab s toolbar. a. The new journal entry will appear on the right. 3. Click the Quick Entry drop-down arrow. 4. Choose the option that best describes the journal type. In this case, let s choose the Research Quick Entry. Journal Priority As you may notice, there is the option to change the Journal s Priority. We will keep all journal entries at the Normal priority level for now. Internal vs. External Cherwell does not have the option to include both public and internal information in the same journal. However, there is a Show In Self-Service option in the journal. This option, if checked, will make all information in the journal public. If you uncheck, or de-select this option, all information will be internal. All the troubleshooting you perform and all information provided to the client are examples of information you would include in a public journal. WM s, research, internal conversations with other teams/information gathered from other teams, or any relevant information regarding an unhappy client are examples of information you would include in an internal journal. Let s make the Research journal we started to create a moment ago an internal journal and include the research we would perform regarding the class in D2L. 1. Uncheck the box to the left of Show In Self-Service to make the journal internal. 2. Click within the Journal text box. 3. Type the following: a. I could not find the D2L class using the HD1 D2L login. I spoke with an HD2, Joe, to see if the class was active. Joe (jajustus) stated that the class (ou=0000) is not active, but it has content. 18

19 As a result, I received permission from Joe to create a task for the HD2 team. An HD2 will contact the professor with instructions to activate the course. 4. Once you have all the information typed in the journal, click Save in the main toolbar to save your work so far. 5. The Journal entry you created will now appear in the list of journal entries on the left, and the journal you created should look similar to the one found below: Now, let s add a public journal with the information we would provide the client with in this incident. 1. Click on New Journal-Note located in the Journal tab. 2. Since the client is still on the phone, select Memo from the Quick Entry drop-down menu. 3. Using the journal entry below as a reference, type the information in the text box. 4. Do NOT uncheck the box to the left of Show In Self-Service. *Tip: If you are unable to view the information you are typing in the journal, you can click the icon located to the right of the text box to open the Rich Text Zoom window. 19

20 ing Incidents The Help Desk uses the feature in Cherwell to send s to the client or to send forward requests. Once an is sent from within Cherwell, a Journal entry containing the is automatically created. As a result, you will not have to copy and paste the into a Journal. ing a Client in Cherwell The four standard forms (Possible Solution, Problem Escalated, Request for More Info, and Forward Request) will appear in the Task Pane and under the custom toolbar in Cherwell. Once you select the type to send, an window will open in Cherwell that allows you to see the already entered information and to add additional information or steps. We are escalating the D2L incident to the UITS HD2 team. Let s pretend we did not inform the client that we were escalating the incident on the phone. As a result, we will need to send the Problem Escalated Observe the three options under the section of the Task Pane located on the left of your screen. 2. Click the Problem Escalated option. a. This will open the Message window. 3. Observe the information listed in the (including the problem Description). a. No additional information is needed in the Click Send to send the to the client. As stated previously, a Journal is automatically created when you send the client an within Cherwell. You can view this Journal by navigating to the Journals tab. 1. Navigate to the Journals tab. 2. Click the Journal Mail History that was created. 3. Observe the journal on the right side of the window. 20

21 Client s Response When a client responds to an , the response is automatically added to a journal in Cherwell. These journals are not marked as read. Once you read the client s response in the journal and you intend to work on the incident, you will need to mark the journal as read. The steps to mark a journal as read are below: 1. Navigate to the Journals tab. 2. Locate and click on the unread journal from the list. 3. The journal containing the will appear on the right. 4. Once you read the , check the box located to the left of Unread to mark it as read. 5. Begin working on the incident. *Tip: When a journal containing an from the client has not been marked as read yet, it will appear as blue in the list of journals. Once someone marks it as read, it will appear as the default black text color in the list. 21

22 Unread Journal Widget The Unread Journal widget on your Dashboard will display the number of incidents in the HD1 queue with unread journals. Help Desk Shift Supervisors will also have access to this widget. To access these results, simply double-click the grey part of the widget. Depending on your View settings, the results will display in a list similar to the one below. Click an Incident ID to navigate to the Incident and begin your work. *Tip: You can adjust the View settings to make the results more readable by following these steps: 1. Select View in the Main Menu. 2. Click Results in Grid from the resulting menu as shown below. 22

23 Tasks We will use Tasks to track the time each individual spends on an incident, assign specific tasks to other teams, and to keep an incident open in the HD1 queue. When working in the Call Center, you will need to record your time in a UITS HD1 task. When working in the Campus Computer Labs, you will need to record your time in a UITS HD CCL task. The Tasks tab is located to the left of the Journals tab and can be found in the bottom portion of the incident screen. Recording Time Spent on an Incident You need to record the time you spend on every incident you create or work on. A Common Task was created in Cherwell to make this step easier for you when working on a new incident. Time is recorded in decimal time. 1. Click Record Time Spent in Task New located under Common Tasks in the Task Pane on the left side of the window (shown to the right). a. A window will appear asking you to record the time you spent. 2. Enter the total time you spent on the incident. Let s enter.17 for 10 minutes. 3. Click OK. 4. Since we are currently working in the Call Center, we will need to select UITS HD1 from the next prompt that appears. 5. Click OK. This will automatically create and close a Task in Cherwell that records your time. 23

24 Using Tasks to Keep Incidents Open in Queue or to Escalate Incidents If an incident is not resolved because we need to perform more research or we need to contact the client back, an open HD1 Task will need to be created after recording your time. Creating an open HD1 Task prevents the incident from sitting in limbo without anyone actively working on it. To create an open HD1 Task, you will need to assign the Task Ownership to the UITS HD1 Team and the Task Type will need to be Time Entry. If another team needs to perform more research or a certain action on an incident, we will need to create and escalate a Task for that team. When escalating a Task to another team, the Task Ownership will need to be assigned to that team and the Task Type will need to be Escalation. Creating a Task for a team outside of the Help Desk teams will escalate the incident temporarily. Once the team performs the action requested or declines a task, they may create a new HD1 Task. If a new HD1 Task is created, the Help Desk will contact the client with the resolution. All Tasks require a title and a description. The title can be very general. For example, we could title a task HD2 D2L. The description will need to contain a brief explanation of why the task is being created. If you are escalating a task, you will also need to include the person who granted permission if applicable. We will now escalate a task in our current D2L incident to the UITS HD2 team in Cherwell. 1. Click New Task located in the Tasks tab. a. The new task will appear on the right. 2. Click on Owned By Team: -not yet assigned- located under the Owned By: section. a. This will allow you to assign Task Ownership. 3. In the window that appears, choose the UITS HD2 team from the drop-down menu. 4. Click OK. a. It will now state Owned By Team: UITS HD2 5. Click within the Title field to enter a title. 6. Type HD2 D2L in the field. 7. Click the Type drop-down menu and select Escalation. 8. Enter the following information in the Description field: a. The course is not active but has content. Received permission from jajustus to escalate. 24

25 9. The Task should look similar to the one below: 10. Once all the information is entered, click Save in the main toolbar to save the Incident. The Task is escalated to the team and will appear in their queue. The incident will no longer be in the HD1 queue until it is determined that the incident is ready for the Help Desk to contact the client with a resolution or more information. *Tip: If you are unable to view the Task information, you can make the Tasks portion of the window larger by double-clicking the Task tab or by hovering over certain parts of the window border and dragging up or to the left. If you accidentally assign task ownership to the wrong team and have not saved the incident, you can press Ctrl + Z on your keyboard to undo the task ownership. If you save the incident before undoing this action, you will not be able to delete or withdraw the task. Immediately seek the assistance of an HD2, a Lead, or an HD3. An HD2, Lead, or HD3 can go to the incident or service request and manually withdraw the task. 25

26 Resolving Incidents If the client s question has been answered or the issues resolved, the Help Desk will need to resolve the Incident. Once an Incident is resolved, the client will immediately receive an stating the Incident was resolved. The will include the close description, and the will request that the client contact us if there are further questions or if the issue is not resolved. The Incident will remain in the Resolved Queue for 5 business days. If the client does not reply to the or call the Help Desk during that timeframe, the Incident status will change to Closed. Closed incidents cannot be reopened. In this section, we will cover the steps to resolve various types of Incidents. Resolving Incidents You Create If you resolve an Incident on first contact, you will need to ensure all the necessary information is in the problem Description and Journals, the Incident is classified correctly, any Specifics forms are filled out, and your time spent is tracked in a Task. Once all of these steps are completed, you will need to proceed with resolving the Incident. *Using What You Know: A client (your training instructor) walks up to the Help Desk Consultant station in Bolton Hall 225. The client is a new employee at the University, and she needs assistance with activating her account. Create an Incident for the client. Make sure to include the following information: 1. Requester s epanther 2. Description: The client stated that she is a new employee at the University. She needs access to Office 365 and PAWS. Her Supervisor directed her to Bolton 225 for assistance with activating her account. 3. Call Source (Hint: Remember you are in a lab.) 4. Incident Location (Remember where you and the client are currently located.) 5. Classification (Hint: Search for Activation) 6. Set the Priority (Remember the default.) 7. Create an internal journal with the research you performed. (You would need to speak with an HD2 to obtain her epanther and then WM the client.) 8. Create a public Memo Journal with the troubleshooting and steps you took with the client. (You would show the client how to activate her account on the epanther station. After she activates her account, you also verify that the client is successfully able to access Office 365 and PAWS.) 9. Record your time using the Record Time Spent in Task New common task (Remember to use UITS HD CCL because you are working in the lab.) Now, we will go through the steps to resolve the Incident. There are a few steps involved when resolving an incident. You must first take ownership of the Incident. Once you take ownership, you will need to change the status to Resolved, enter a close description, and select a Cause Code. The Cause Codes will help to identify the cause of the issue and any trends. Remember to check your spelling and grammar before resolving the Incident. 26

27 1. Select Take Ownership located under the Owned By: section on the left of the incident screen. Once you take ownership, it will state that incident is Owned By Team: UITS HD1 and Owned By: You. 2. Click Status: Assigned located on the left side of the incident screen. 3. A prompt will appear asking you to select a status. Choose Resolved from the drop-down menu. 4. Click OK. 5. Enter the close description in the prompt that appears: I walked the client through the steps to activate her account. The client was successfully able to activate her account. She was also able to log in to Office 365 and PAWS. 6. Once you check the close description for spelling and grammatical errors, click OK. 7. Select the Cause Code that relates to the resolution from the drop-down menu. 8. Click OK. The incident s status is now listed as Resolved. *Note: If you encounter the Incident.Has No Open Tasks error message when attempting to resolve the Incident, you should use the Fix Incident Has No Open Tasks Error One Step. You can access this One Step by clicking on One Steps found in the Custom Toolbar. The Fix Incident Has No Open Tasks Error One Step will appear in the drop-down list as shown below: 27

28 Resolving Already Existing Incidents Once the resolution is found for an existing incident, the Help Desk will need to contact the client and resolve the open incident. When resolving an existing incident, ensure all necessary information is in the problem Description, the incident is classified correctly, and the Specifics form is filled out if applicable. You will also need to create a Journal(s) containing your work and updates to the incident. You will also need to document the time spent in the already existing UITS HD1 Task. Once all of these steps are completed, you will need to proceed with resolving the incident. 1. Click Find Incident located under Common Tasks in the Task Pane. 2. Type the Incident number in the prompt that appears. 3. Click OK. a. This will navigate you to the existing incident. 4. Add a Journal detailing your work. 5. Navigate to the Tasks tab and select the open task. a. Note: Open tasks will have a warning triangle next to the Task ID, and the text will be red. 6. Click Take Ownership located in the Owned By: section of the task. 7. Check the box located to the left of Track time spent. 8. Place the cursor within the text box to the right and type the time spent. 9. Select Status: New located to the right of the Task ID number. 10. Choose Closed for the Task status. 11. Click OK. 12. Choose the Completed option from the Close Code drop-down menu as shown below. 13. Click OK. 28

29 Now that you have created a journal describing your work and entered the time spent in the existing task, you will proceed through the same steps described in the previous section to resolve the incident. Remember this information is found on the left side of the incident screen under the Owned By section. 14. Take Ownership of the incident. 15. Change the Incident Status to Resolved. 16. Click OK. 17. Enter a close description and click OK. 18. Choose the Cause Code and select OK again. The incident status will now change to Resolved. *Note: The Close Description does not have spell check. Please remember to always check your spelling and grammar before selecting OK. You can paste your close description in a Word document to check your work. 29

30 Equipment Incidents Equipment Incidents should be created for machines in the Campus Computer Labs, Call Center, and for Kiosks and Office machines that experience problems specific to the computer. Instead of entering an epanther in the requester field, we will use nologin when you are documenting a problem with a machine in a Campus Computer Lab or the Call Center. You will use the client s epanther for the requester field when they are reporting a problem for their Office or Personal desktop computer. Creating Equipment Incidents will be very similar to the steps you take to create a New Incident. However, you should use the Desktop classification when creating these Incidents for desktop computers. For example, you would follow the following steps if you needed to create an Equipment Incident for one of the computers in Bolton Create a new Incident and enter nologin for the Requester. 2. In the Problem Description, include a detailed explanation of the problem encountered. For example: a. The CCL-BOL machine has a hard drive not found error. This error persists even after restarting the computer. 3. Using the Incident SubCategory Selector (the classification search feature used earlier), you can search for the Desktop classification needed for this Incident. 4. Select the Default priority. 5. In the Specifics form, select University for the Machine Type:, and the Uni Machine Type: will need to be set to Public. 6. Type the Machine ID (ccl-bol ) into the correct field and press Tab. 7. Once the Specifics form is filled out include all troubleshooting steps in a Journal entry (if applicable). 8. Record your time in a CCL Task using the Record Time Spent in Task New common task. 9. Escalate a task to the UITS HD CCL Team. 10. Save the Incident. *Note: Pay attention to the requested information in the Specifics form. You will need to select whether the Desktop is a University or Personal computer. After you select the correct option, the fields will change to reflect the required information. If a client is calling about their Office computer, you will need to select University for Machine Type and Office for Uni Machine Type. Make sure to fill out all possible fields in the form. 30

31 Service Requests Service Requests vs. Incidents An Incident is any event that is not part of the standard operation of a service and causes, or may cause, an interruption to, or a reduction in, the quality of service. A Service Request is a request for a new or altered service. Service Requests generally require the escalation of a Task to another team because that team will need to perform a specific action to grant the request. Examples of Service Requests include print refunds, password resets, and new shared mailbox requests. Creating a Service Request To create a Service Request, you will follow the same procedure for creating an incident. The Incident screen will change to a Service Request screen if you select a classification that matches the definition for a Service Request. That is, if I am requesting a new service, the Incident will change to a Request as you classify it. For example, once you select the appropriate Service, Category and Subcategory for a Sponsored UWM WiFi account, the Incident screen changes to a Request screen. The Priority field will change for Service Requests as well. When you click the Priority Field, you will see new options. The default option will be Standard Should Have. As stated previously, a Print Refund is an example of a service request. Let s pretend a client walked up to you in the Library Learning Commons and requested help with a print refund. The client stated that she attempted to print her 16 page paper using one of the printing stations. All 16 pages she printed were double sided and had a white streak down the middle. The client would like the $0.48 refunded on her print card. 1. Using what you know: a. Create a new Incident b. Enter the client s epanther (anodom) in the Requester field 31

32 c. Assign Incident Ownership to UITS HD1 d. Enter a Description e. Select a Call Source and Incident Location (where are you currently located in this scenario?) 2. Proceed to classify the incident for a Print Card Refund 3. Select the Priority After classifying the Incident, you should notice a few changes with the working screen. For example, it is now automatically marked as a Service Request instead of an Incident. In order to fulfill the Service Request, you must ensure that the Specifics screen is filled out, you record your time, and you escalate a Task to the proper team. 4. Fill out the Specifics form with the necessary information. 5. Document any troubleshooting or research in a Journal. 6. Record your time using the Record Time Spent in Task New common task. 7. Escalate a Task containing all the relevant information (Title and Type) to Pay for Print team. 8. Save the Service Request. 32

33 Queues For UWM Help Desk purposes, a CSM Queue is a mechanism for routing incidents to particular groups so the proper team can start working on the Incident right away. As stated earlier, Incidents are routed to specific groups by creating a Task. When a Task is created for UITS HD2, for example, the HD2 Team is alerted that there is a new Incident or Service Request. Accessing Queues Queues will be accessible from the Dashboard through Widgets. Below you will see an example of how the CCL Incident Queue will appear on the UITS CCL Team s Dashboard. All Teams will have a similar Dashboard with Widgets that are specific to their Team. 33

34 Accessing the HD1 Queue, Locking Incidents, and Taking Task Ownership You can lock Incidents in Cherwell to prevent another user from working on the Incident at the same time. You can also take ownership of a task in an incident you intend to work on. As a result, the Help Desk Level 1 Consultant Dashboard has two different Widgets (Tasks I Own and Unowned Tasks). You will click on the grey part of the Unowned Tasks Widget to access the HD1 Incident Queue. This Widget will list all of the Incidents with an open unowned HD1 Task. These tasks will be owned by the UITS HD1 team, but a specific Consultant will not have taken ownership of the task yet (as seen below). If a Task is not owned by a Consultant and the Incident is not locked, you will be able to work on the Incident. You should refresh the incident to ensure no one has taken ownership or locked the Incident. Immediately take ownership of the Task and lock the Incident as soon as you intend to work on the Incident. Once you take ownership of the task, it will no longer appear in the Unowned Tasks queue and will appear in your Tasks I Own queue. By taking ownership of a Task, you are indicating that you will complete your work on the Incident and other Consultants should not work on the Incident. Anytime you are looking at an existing Incident, you should ALWAYS check the open Tasks and check to see if the Incident is locked before working on the Incident. 34

35 Exiting Cherwell When exiting Cherwell, you must perform the following steps: 1. Click File located in the main menu. 2. Select Logout from the resulting menu. a. This will open a window with log off options. 3. Click Exit to logout and close the Cherwell desktop client. Additional Resources If you have a question that needs to be answered immediately, please ask a Shift Supervisor, HD2, Lead, or Full-time Staff Member for assistance. Cherwell Documentation Cherwell documentation can be found at the Cherwell Service Management Documentation page: Cherwell Questions or Errors If you have any additional questions or encounter any issues when working in the Cherwell system, consult with the Shift Supervisor and please send a detailed to [email protected] if directed. Someone will contact you with a response as soon as possible. 35