How to Report an Issue in Cherwell
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- Melvin Cornelius Wells
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1 The IT Help Desk at San Diego Unified School District uses the Cherwell Service Management system to create and manage service request tickets for technical support and IT services. This Job Aid was created to assist District staff in using the online web form to create their own tickets in the Cherwell Service Management (CSM) system for technical support or IT service. Follow the steps below to Report an Issue using the Cherwell Service Management system. Note: There are three, distinct options available to Report an Issue (listed below). All three provide District staff the steps necessary to create their own Incident Tickets online using the Cherwell CSM system. Option 1: 1. On the San Diego Unified School District website, click on the Staff Portal and sign in. In the bottom, left corner of the page under the heading, Shortcuts, click on the link Technical Support/Help Desk. 1
2 2. The Help Desk/Technical Support home page will display. Under the heading, Help Desk News, you will find important information regarding the new Cherwell Service Management system. To get to the Cherwell CSM home page, simply click on the link: (see the red arrow below). Note: There are four Job Aids available with instructions on how to use the Cherwell Service Management system (see the green highlighted area above). To learn more about how to use the basic features of the Cherwell CSM system, simply click on any Job Aid link to open it in a new tab (in PDF form). 2
3 3. On the Cherwell Service Management home page, click the Login button in the upper, right corner of the page to log in to your Cherwell CSM account. 4. The SDCS login page will appear. Enter your District (DWA) Employee ID and Password, then click the Sign in button below. 3
4 5. Your Cherwell Service Management account home page will display. To report an issue, simply click the Report An Issue button below. 6. A new Incident Ticket will be generated with its corresponding number. First, verify that your Site, Room Number, and Phone Number are accurate. If needed, make corrections to these fields. 4
5 7. Then, on the left side of the page, select the radio button(s) that best represent your technical issue. 8. In the large, Issue Description field (in the center of the page), enter a detailed report of the issue or issues you are having. 9. Below the Issue Description field, enter the CTAG Number found on your computing device. Note: The CTAG is typically located on the back or the sides of the computing device. Note: If you are only available at a certain time or on a specific day, let us know the best time to assist you. At the top, right side of the page, select the Date and Time that you are available to receive assistance from SDCS Technical Support staff. 5
6 10. Finally, review each data field to determine that the Technical Support Incident Ticket is filled in completely and accurately. Then, click on the Submit button to request assistance from qualified SDCS Technical Support staff. 11. A dialog box will appear indicating that the reported incident was added to the Cherwell Service Management system. The process of submitting a request for Technical Support is now complete. Note: This Incident Ticket is now available for review in the My Open Items section of your Cherwell CSM account (see the How to View My Open Tickets in Cherwell Job Aid). Instructions on how to report an issue for someone else are available in the How to Report an Issue for Someone Else Job Aid. 6
7 Option 2: 1. From your Cherwell Service Management account home page, click on the My Open Tickets/Requests button below. 2. Your My Items page will display. At the top, right side of the page, click on the Report an Issue button. 7
8 3. A new Incident Ticket will be generated with its corresponding number. Verify that the data entered in each field is complete and accurate. If needed, make corrections to these fields, then click Submit. 4. A dialog box will appear indicating that the reported incident was added to the Cherwell Service Management system. The process of submitting a request for Technical Support is now complete. Note: This submitted Incident Ticket will be available for review in the My Open Items section of your Cherwell CSM account (see the How to View My Open Tickets in Cherwell Job Aid). 8
9 Option 3: 1. From your Cherwell Service Management account home page, click on the link Service Catalog at the top, left side of the page. 9
10 2. The Service Catalog will appear with numerous, specific catagories for creating a new Incident Ticket. Two examples are provided below. Example 1, focusses on the category, Presentation Equipment. Example 2, focusses on the category, Desktop Management. Note: When you select one of the Service Catalog categories, additional, more specific selections (related to that category) will display. This method of creating a more specific Incident Ticket enables SDCS Technical Support to expedite your reported issue to qualified support staff. 10
11 Example 1: If the issue you wish to report is regarding the performance of your Promethean Board, then the service catagory, Presentation Equipment, would be the appropriate choice. A. Click on the service category, Presentation Equipment, to reveal more specific selections. B. The available (more specific) selections within the Presentation Equipment category will appear. Select the Promethean Board option at the bottom, left side of the page. 11
12 C. The available (more specific) selections within the Promethean Board category will appear. Next, select the Drawers/Wings/Sound System link below to generate a new Incident Ticket. D. A new Incident Ticket will be generated with its corresponding number. Simply fill in each field accurately and completely and then click, Submit. 12
13 E. A dialog box will appear indicating that the reported incident was added to the Cherwell Service Management system. The process of submitting a request for Technical Support is now complete. Note: This new Incident Ticket will be sent to SDCS Technical Support with a record of the several (specific) category selections made during this process. This method of creating an Incident Ticket enables SDCS Technical Support to expedite your reported issue to qualified support staff. Example 2: If the issue you wish to report is regarding the performance of your Computer, then the service catagory, Desktop Management, would be the appropriate choice. A. Click on the service category, Desktop Management, to reveal more specific selections. 13
14 B. The available (more specific) selections within the Desktop Management category will appear. Select the Computer option at the bottom, right side of the page. C. The available (more specific) selections within the Computer category will appear. Next, select the Hardware Malfunction link below to generate a new Incident Ticket. 14
15 D. A new Incident Ticket will be generated with its corresponding number. Simply fill in each field accurately and completely and then click, Submit. E. A dialog box will appear indicating that the reported incident was added to the Cherwell Service Management system. The process of submitting a request for Technical Support is now complete. Note: This new Incident Ticket will be sent to SDCS Technical Support with a record of the several (specific) category selections made during this process. This method of creating an incident ticket will enable SDCS Technical Support to expedite your reported issue to qualified support staff. 15
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