Cherwell Desktop Client

IT Quick Reference Guide

Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Log into Cherwell Dashboards

1. Double click the Cherwell Service The dashboard is dynamic and updates data at
Management icon on your desktop, regular intervals. Double click on any item to drill
or click Windows Start icon and type down into ticket or data fields. The content on the
Cherwell. dashboard varies depending on your permissions in
2. Enter your University User ID and Cherwell. The New Ticket button features one
Password. click to start a ticket.

Service Management Menu and Toolbar

The Cherwell menu and toolbar contain options for performing various user actions. They are contextual and
change depending on where you are in the Cherwell system.

The most common items used are Home, New, Save, Attachments, and Knowledge.

New Ticket Roadmap

Record Requestor Detail Step 1: Record the Details

Enter the customer’s university User ID or EMPLID 1. Enter Short Description.
and click Enter. 2. In the Description text box, enter the customer’s
reported information.
• To access customer’s
detailed information, Caution: Whatever you type in the Description
click on the blue arrow. field will display on the customer’s
Cherwell portal page.
• If customer is not in
PeopleSoft tables, enter Generic for the Requestor
name, click Enter, and select appropriate option.
Then, click Add Preferred Contact Info and select
External Customer to capture their name, email,
and phone number. 3. Select the appropriate Reported Source
(how the customer contacted you).

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 Cherwell Desktop Client
IT Quick Reference Guide
Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Step 2: Classify Step 3: Fulfill Request

If there is a Specifics form to complete based upon
the classification selected in Step 2, it will appear.

1. Complete the form.

If no Specifics form appears in Step 3, record

additional ticket details in the Tabs section.
1. For Service Provider, select S&T IT.
2. Click Search Classifications text box and 1. Under the Journals tab, click New Journal – Note.
enter Service Name. 2. In Details text box, enter information.
3. Select the appropriate service and action.
Note: Alternatively, individually select appropriate Note: To expand the Journals area, hover the mouse
responses from the Service Name, Category, over the line above the Journals tab and when
and Subcategory fields. the double line with opposing arrows displays,
4. If necessary, change to the appropriate Priority. click and drag up.

Tip: If you want the customer to see your journal

Tip: To change classification before saving the ticket, notes on their Cherwell portal page, click the check
click (clear classifications). After saving the box Visible in Customer Portal.
ticket, click Reclassify Ticket.
Tip: For alternate journal views, click View to find the
one you prefer.

Take Ownership Attach a File or Web Link

Note: Once the classification is completed, the
1. Click the Paper Clip
Owned By: will auto-assign to the appropriate
icon in the Toolbar.
team. Ticket status will move from New to
2. Select Attach a File
Assigned once this section is completed.
(import) or Attach a
For non-escalation tickets: web page.
Click Take Ownership. 3. Select the
appropriate file
For escalating tickets to another team: or web link.
1. In the I Want To: section, click Escalate to Level 2 4. Click Open for file or
or, for some groups, Escalate to Level 3. OK for web link.
2. Enter reason and click OK.
3. Click Save (or press Ctrl + S) Tip: In Windows File Explorer, you can also drag
and drop one or more files.
Assign To… option:
Note: To remove a file or link added in error, see
Click the Assignt To: link to assign to a different
your supervisor or manager.
team member.

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 Cherwell Desktop Client
IT Quick Reference Guide
Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Tabs Area
The Tabs Area tracks what occurs during the ticket lifecycle with historical information such as field changes
and mail history. Each tab has its own toolbar and the actions vary. This area allows for easy viewing of the
customer’s open tickets and past 30 days history. Once a ticket is resolved, a Resolution Details tab appears.

I Want To: Email a Customer

Important: It is a Cherwell best practice to avoid
This section provides easy access to many Cherwell
changing the email Subject Line. The
functions.
Subject Line number provides ticket
number as a reference while you
• Escalate to Level 2 (or 3): This link auto-escalates
communicate back and forth with the
the ticket to the next level.
customer.
• Resolve This Incident/Service Request: This link
provides one click to move ticket to the 1. Below customer’s name, click the Requestor’s
Resolved status. email address.
• View Detailed Date/Time Information 2. Optional: Add additional people to the To: or
• Submit to Knowledge Base: This captures ticket Cc: text box.
description and creates draft article. 3. Type body of message.
• One Click Tickets: This section provides easy data 4. Optional: Add attachments by clicking the Paper
entry for high volume or specific customer tasks. Clip icon in the toolbar.
5. Click Send.
*emails sent to customer are automatically
added to the Journal

Resolve a Ticket Log Out

1. In the upper left hand corner, click on 1. Click File.
Next: Resolve or in the I Want To section, click 2. Click Logout.
Resolve this Service Request. 3. Select appropriate option.
2. Provide a Resolution Description. 4. Click OK.
3. Select OK.
4. Select a Cause Code. Note: Alternatively, you can simply close the window.
5. Select OK.

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 Cherwell Desktop Client
IT Quick Reference Guide
Website: it.mst.edu | Phone: 573-341-4357 | Help Request: help.mst.edu

Nice to Know:
Quick Search Tips and Tricks
The Quick Search is located in the upper right corner • Use Ctrl + S to save the ticket.
of every screen. • In Value fields, always use the wildcard % before
and after the search name.
Quick Search includes simple query options to locate (E.g. %customerlastname%.)
and display a record or list of records based on a • In Reported Source, type the first letter of the
selection, work, or phrase. If you type a customer’s source to avoid clicking down arrow and selecting
name, the search will return links to the customer’s source. (E.g. type P for Phone)
PeopleSoft HR information, open tickets, and • When moving from Step 1 to 2 or 2 to 3, the Tab
journal notes. key is an alternative to using the mouse.
• Cherwell table columns:
Tip: To view two tickets at one time with one ticket • Click in the column heading to change the
on each monitor, click File>New Window. Do a sort order.
Quick Search in the new window to find the other • To add additional columns, right-click the
ticket and view the details. column heading, hover Customize Columns,
and select the desired column heading.

Move Ticket to Pending Status

Additional Requestor Options
In the Status section of the ticket:
• Add Preferred Contact: When a customer has a
1. Click Set to Pending link.
different phone or email than what their PeopleSoft
2. Select appropriate reason.
record contains, Cherwell offers an option to add
3. Click OK.
this additional information to the ticket.
4. To save the change, click Yes.
Note: This feature does not permanently update
PeopleSoft or Cherwell records.
To move back to In Progress:
1. Click Next: Remove Pending Status. • Submit on Behalf of: When the person contacting
2. To save, click Yes. the service desk is doing so for someone else (i.e. a
spouse), the Requestor is the person who reached
out to the service desk or HR staff. The Submit on
Report a Cherwell Problem Behalf of: records the person who needs the
• In the I Want To: section, click Report a Cherwell assistance.
Problem. • FERPA: If a customer has FERPA enacted, FERPA
• Describe the issue. will appear in red text and no customer
• Click OK. information will display.