Cherwell Customer Support Portal User Guide Transmax customer guide for using the Cherwell Support Portal Customer Support Portal User Guide December 2015 Copyright 2012 Transmax Pty Ltd. All rights reserved Prepared By: Transmax Pty Ltd 143 Coronation Drive Milton, Queensland, 4064 AUSTRALIA
Cherwell Customer Support Portal User Guide Table of Contents 1. GENERAL 2 1.1 WHAT S NEW IN THE UPGRADE 2 1.2 KNOWN ISSUES 4 1.3. GETTING ACCESS AND LOGGING IN 5 1.4 HOME DASHBOARD OVERVIEW 6 1.5 PORTAL TOOLBAR OVERVIEW 8 1.6 MY ITEMS DASHBOARD OVERVIEW 10 1.7 VIEWING LISTS OF INCIDENTS AND CHANGES 11 1.7.1 VIEW OPTIONS 11 2. INCIDENTS 13 2.1 INCIDENT EXPLANATION 13 2.2 CREATING NEW INCIDENTS 13 2.2.1 BASIC INCIDENT CREATION 13 2.2.2 ADVANCED INCIDENT CREATION OPTIONS 15 2.3 VIEWING INCIDENTS 17 2.4 EDITING EXISTING INCIDENTS 17 3. CHANGE REQUESTS 19 3.1 VIEWING CHANGE REQUEST 19 3.2 APPROVING CHANGE REQUESTS 21 4. SEARCHING 24 4.1 QUICK SEARCH 24 4.2 SEARCH INCIDENTS AND REQUESTS 24 4.2.1 INCIDENT AND REQUEST SEARCH SETTINGS 25 4.3 SEARCH CHANGE REQUESTS 25 4.3.1 CHANGE REQUEST SEARCH SETTINGS 25 4.4 SEARCH TIPS 26 5. FILTERING AND SORTING 27 5.1 FILTERING 27 5.2 SORTING 28 6. CHANGE CALENDAR 29 1
1. GENERAL The Cherwell Support Portal will be accessible by all customers. Using Cherwell will allow customer service to be managed via Service Level Agreements. The Cherwell Support portal can be accessed at support.transmax.com.au. 1.1 WHAT S NEW IN THE UPGRADE The Cherwell Portal has now been upgraded to v6.01 and has been made more user friendly with a modern UI below are the major fixes and features of the upgrade. Resolution of the sticky login box defect Calendar feature added to display forward schedule of changes Advanced filtering/searching capabilities New informational widgets on the portal home page Visibility of defect classification for an incident Modern UI and improved usability Performance improvements and other minor changes New Home Page 2
Redesigned Change Request Form Advanced Filters for easier Searching 3
Change Calendar Forward Schedule of Changes 1.2 KNOWN ISSUES With the update to Cherwell there are some minor issues, these have been raised with Cherwell Support and are expected to be fixed in a future release. 1. The Export button It s currently not working as intended. This issue does not prevents the user to perform their routine work in any way. 4
1.3. GETTING ACCESS AND LOGGING IN If you have not been given access to Support Portal please ask your regional head to request access via Transmax Technical Support email support@transmax.com.au. You will be asked to log in when you navigate to the Support Portal. Use the user name and password supplied to you by Transmax. You may also be asked to change the password when you first log into the Support Portal. Note: The sticky login box defect issue has now been fixed and no workaround is required. 5
1.4 HOME DASHBOARD OVERVIEW Once you log into the Support Portal the Home dashboard will be visible. 1. Create a new Incident a. Report an Outage or Incident Shortcut to a new incident form. b. Create a Service Request Shortcut to a new Request form 2. Request a Certificate: 3. View Items: a. Request a New Certificate Shortcut to a new incident form (partially completed). b. Request a Certificate Renewal Shortcut to a new incident form (partially completed). c. Request a Certificate be Revoked Shortcut to a new incident form (partially completed). a. All Incidents and Service Requests Shortcut b. All Change Requests Shortcut c. My Items Shortcut 4. My Items (Link opens My Items dashboard). a. My Open Service Request b. My Open Incidents c. Changes Requiring My Approval 5. My To Do List: a. Incidents that are awaiting action from you b. Issues that are requiring you verification of a fix 6
c. Change Requests requiring your approval Please note all of the graphs listed below are interactive and can be clicked on to drill down into that specific section. 6. Change Statistics is a graph to help track Change Requests throughout your organisation/region. It displays a tally of all Scheduled, Emergency, Successful and Awaiting Approval Change Requests. 7. Along the same lines as Change Statistics Incident/Requests statistics displays all of your organisations/regions tally for these tasks. 8. The pie chart shown displays the number of tasks that have been fixed and are awaiting verification from the customer to test that this is the case. 7
1.5 PORTAL TOOLBAR OVERVIEW 1. Refresh Button Refreshes the items on the page without refreshing the whole page 2. Home Page Shortcut Opens the Home Dashboard. 3. My Items Page Shortcut Opens the My Items Dashboard. See section 1.6 4. Reports Page Shortcut Opens the Reports Dashboard. 5. Create New Incident/Request Shortcut Opens the new Incident/Request form. 6. My Recent Incidents and Requests Displays a list of my recent incidents and service requests created by you. 7. My Watched Incidents and Requests Opens a list of all Watched Incidents/Requests you have been added as a watcher on. 8. Incidents Dashboard with Filters Allows to filter the Incidents and Service Requests 9. FOR QTMR SEQ CUSTOMERS ONLY Search Incidents and Requests by regional area 10. Change Calendar Displays a calendar for your organisation that has an overview of Change Requests planned and completed 11. Portal Guide Has a number of resources and training material inside to assist you in your use of the Cherwell Portal 8
12. Changes Requiring My Approval Opens a list of Change Requests awaiting your approval. 13. All Open Change Requests Opens a list of all open Change Requests. 14. All Completed Change Requests Opens a list of all completed Change Requests 15. All Change Requests Opens a list of all Change Requests 9
1.6 MY ITEMS DASHBOARD OVERVIEW 1. My Open Incidents and Requests List of open incidents and request owned by you. 2. Changes Requiring My Approval List of Change Requests waiting for you to approve. 10
1.7 VIEWING LISTS OF INCIDENTS AND CHANGES Many links on the Home dashboard and any searches will take you to a list of items in the support portal. There are a number of viewing options and actions associated with a list of items. 1.7.1 VIEW OPTIONS The three blue buttons on the left of the ribbon bar are the view options for the list. 1.7.1.1 GRID VIEW The below screenshot shows the grid view and the button used to change to this view. Opening Item(s) from Grid View 1. Open an item from the grid view by clicking on the row of the item. 1.7.1.2 LIST VIEW The below screenshot shows the list view and the button used to change to this view, this can be used to change back to the grid view. Opening Item(s) from List View In the List view Open an item from the list view by single clicking the item title which should be highlighted when moused over. 11
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2. INCIDENTS 2.1 INCIDENT EXPLANATION An Incident is the primary object within in the Support Portal. Incidents can either be an incident type or a service request type. Incidents classed as an incident type are most likely associated with a defect, fault or outage. Incidents classed as a service request are likely a request for information or investigation. The incident type will change automatically depending on the service and category of the incident. Each incident will have a unique identifier following the incident type. Transmax Technical Support will often ask for the Incident Number and this will refer to the unique identifying number irrespective of whether it is a Request type or an Incident type. 2.2 CREATING NEW INCIDENTS 2.2.1 BASIC INCIDENT CREATION 13
Note: To access the other items not directly located on the page, please click the circled bar to expand. 1. Summary Overview of the incident (Required) 2. Service Table 1 will show list all services. Technical Support is the default. (Required) 3. Category - Table 1 will show list all categories (Required) 4. Description Description of the incident (Required) 5. Priority Questions These two questions help identify the priority of the incident (Required) 6. Configuration Item Affected - You can search for a specific CI that is being affected by the Incident. When searching for a CI the CI Search box will appear. 7. Attach a File Opens a window allowing you to attach files to the incident 8. Submit Incident Saves and submits the Incident. 14
2.2.2 ADVANCED INCIDENT CREATION OPTIONS 2.2.2.1 JOURNALS Each Incident will contain a Journal which is a collection of Journal Notes. These are essentially comments on the incident. All journal notes posted by Transmax employees and customers will be visible on the Incident form under Journals. You can also add notes to any Incident you have permission to view. Press the New Note Button to add a new journal note. Once you have entered a notes press View -> Grid View to return to the list of notes. 2.2.2.2 CONFIGURATION ITEMS The primary CI can be added via the CI affected field on the Incident form. If more than one CI is affected by the Incident you may link another CI via the Configuration Items tab. The Link CI and the Unlink CI buttons are used to add and remove CI s from the Incident. The link CI button will display the CI Search Box. 15
2.2.2.3 WATCHERS Watchers can be linked to an Incident. Watchers who are linked will receive any new Journal Notes added to the incident. The Link Watchers and the Unlink Watchers buttons are used to add and remove Watchers from the Incident. NOTE: Only the customer owner of an Incident/Service Request can add or remove a watcher. The link Watchers button will display the Watchers Search Box which contains a database of contacts. 2.2.2.4 LINKED JIRA TASKS AND CHANGE REQUESTS These two tabs let you view any linked JIRA tasks that have been attached to the task. These are generally tasks created for Developers to work on towards a resolution to your task. If your task requires a Change Request that will also be linked in the Change Request tab. 16
2.3 VIEWING INCIDENTS When viewing an Incident, all fields will be read-only. You can press the Add a Comment to add new Journal Note to the Incident. 2.4 PENDING CUSTOMER STATUS From time to time an Incident or Request may be put into a pending state awaiting on customer. If this is the case the incident will show up in your To Do List and is awaiting an action on you. While viewing these incidents you will notice a box in the top right hand corner that displays some information about what sort of information the operator has requested from you. Clicking this button and filling in the following fields will then leave a note and any attached data to the incident will be emailed to the owner. They will then after consuming the data decide whether to remove the pending or ask for further information. 2.5 EDITING EXISTING INCIDENTS Only if you are the owner of the Incident you can press the Edit button to start editing an existing Incident. 17
When editing an Incident you may modify all the fields on the form. You can also add new Watchers and CI s, and attach new files to the Incident. 18
3. CHANGE REQUESTS Within the Cherwell software the Transmax Technical Support team are able to effectively manage Change Requests through the Cherwell Change Management process. Transmax will try to use this process more often. 3.1 VIEWING CHANGE REQUEST Within the Support Portal you can view Change Requests made by Transmax Technical Support staff. Use the scroll bar highlighted in the below image to scroll down to further fields of information. 19
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You can view the list of Risks associated with the change request in the side tab area along with related Approvals and Incidents. There is also now a Print/Save Report option available, which has been highlighted in the below report. You can save this document in many forms, PDF, Excel sheet, csv, image and more. 3.2 APPROVING CHANGE REQUESTS Change Requests can now be approved through both the portal and via email. Through the portal you simply click the Approve Change Request button. However if there is something that you would like changed you can click on the Suggest Amendments button. This will bring up a popup box where you can add in a note on the changes you wish to be made. This will send an email off to inform the change implementer and owner. 21
The alternative is through the email sent to you detailing the information of the change request. A link is provided in the email: By clicking either link a new email window will appear. You will need to send this email to successfully approve or deny the Change Request. You can use this method to approve change requests via mobile devices as well. 22
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4. SEARCHING The easiest way to find specific Incidents or Changes is by using the Customer Portal Search function. You may enter the exact Incident number to open a specific Incident. 4.1 QUICK SEARCH If you are looking for a specific object in the portal you may enter various search variables into the quick search bar. A quick search will show Incidents and Changes that match the entered search terms. If a single result is returned the single item will open instead of showing a list of items. Example: Searching for Test returns all the respective change requests and Incidents. 4.2 SEARCH INCIDENTS AND REQUESTS You may search for only Incidents and Requests by changing the search type to Search Incident and Requests 24
4.2.1 INCIDENT AND REQUEST SEARCH SETTINGS One you have selected Incident and Requests you can further narrow down your search with the features from the below screenshot. 4.3 SEARCH CHANGE REQUESTS You may search for only Change Requests by changing the search type to Search Change Requests 4.3.1 CHANGE REQUEST SEARCH SETTINGS Similar to Incident and Requests you can further narrow down your search with the features from the below screenshot once you have selected Change Requests. 25
4.4 SEARCH TIPS Cherwell only supports full word searches, however you can use wild card characters (*,%) to search using a part of the word. Example: If you want to search for Testing then test won t give any results, however test* or test% will return all the Incidents matching the respective pattern. 26
5. FILTERING AND SORTING 5.1 FILTERING With the upgrade to Cherwell v6.01 there are now advanced filtering options available to users. This is available from both dashboards and searches through the portal. To apply a filter you will need to have a dashboard or a search with the below ribbon above the list. Click on the filter button (highlighted) and either select from the pre-set values or input your own. In this example we will use a filter on the status of a task. Clicking the drop down filter button and selecting pending from the pre-filled values. This will then display all of the tasks that have been put into a pending state awaiting action from another job. Multiple filters can be used at once. In this example we will filter by status set to In Progress, Priority set to 4 and the Customer Owner set to Daniel K. You can tell which filters have been applied by the darkened grey icon. A handy tip is to use these filters as a search tool as well. If you wanted to search for all Summaries that had the word STREAMS in it you can use the filter to search for only those incidents. 27
5.2 SORTING The recent upgrade to Cherwell will also include sorting features that were not able to be implemented in the last revision. These lay on the filter bar, by simply clicking the filter bar you will start filtering and can see the arrow showing it is being sorted. Along with this the columns can now be resized to your liking, by simply clicking and dragging the edge of the column header you can adjust it to your liking. As well as this you can also re-arrange the column ordering to your needs. 28
6. CHANGE CALENDAR Forward Schedule of Changes - The Change Calendar is an overview of all of the Change Requests that have been created for your organisation. Depending on how far you want to look forward/back there are different viewing options from Day, Work Week, Week, Month and Timeline. You can also filter different type of Change Requests displayed by ticking or unticking the boxes on the right of the calendar. These are all colour coded onto the calendar so it is easier for you to distinguish when having all of the different types selected. You can drill down directly to the Change Request Form from the calendar by double clicking a specific change request. Alternatively you can click the item once and then use the go to button to select it. 29
If you have any further queries please don t hesitate to contact Transmax Technical support on 1300 743 540 or email: support@transmax.com.au. 30