Cherwell Improvements
Since launching Cherwell in December 2019, the ITSMO has been actively reviewing feedback and making incremental improvements to the system based on that feedback. Some improvements we have made so far include:
Asset Management
- Added CIs for Computer, AV Control, and Applications 2/2022
- Created Asset Management Dashboard 2/2022
Change Management
- Created workflow for departmental use of Change Management 9/2021
Cherwell Platform
- Upgraded Cherwell to 10.1.2 4/2021
Email Expansion
- Stop Customer Notification - April 6, 2020
- Add visibility to note process - April 6, 2020
- Hold Notification to customer - April 6, 2020
- Added functionality to allow technicians to include customer notification in notes feature. This is in addition to the established "Email Customer" functionality - April 2, 2020
- Send Not to customer - April 2, 2020
- Notes can now be emailed to the customer
- Load balancing outbound email servers to prevent hitting the outbound limit
- When a ticket is put on hold it now notifies the end user of the status change and reason it is on hold
End User Portal
- Added Network Specifics form - June 11, 2020
- Added email notifications to the On Hold functionality. This will notifiy the customer that the record is on hold and the reason that the record was put on hold. - April 6, 2020
- Decommissioned Non-UCC Supported form - April 30, 2020
- Removed device preference from laptop loaner specifics - April 2, 2020
- Modified workflow to allow portal users to view mail history and notes in the portal - March 5
- Modified records to include Owned By and Owned By Team information in the portal so users will have insight into who is responsible for that record. - February 27, 2020
- Added information about the ownership of records to the portal so end users know who has their ticket.
- Changes to the service catalog to make it easier to navigate
- Customers can view their journal history in the portal
General Functionality
- Launched HR Case Management Pilot with full roll out on 9/16. This service management solution will aid in managing HR Case Work as well as serve as the HR Knowledge Base - 6-22-2020
- Corrected a take ownership issue - June 11, 2020
- Created Journal for resolving child tickets - June 11, 2020
- Create SOM Service Specifics form - April 23, 2020
- Create a Tableau software specifics form - April 9, 2020
- Adjusted Major Incident workflow to only allow Priority 1 incidents to be elevated to a major incident - April 3, 2020
- Expanded the "Resolve" action to allow any team member of the assigned team to resolve a record. In addition the owner of the ticket will get notified that the record was marked resolved - April 3, 2020
- Change major incident process - April 3, 2020
- Added parameters to limit what can be raised to a major incident
- Increased use of specifics forms
Knowledge Management
- Began development of Knowledge Management Processes 2/2022
Request a Cherwell Improvement
To submit an improvement request, please navigate the Service Catalog through New IT Support Ticket and select:
Computing Support>IT Professionals Resources/Cherwell and select Request Improvement
Customer Portal: http://go.vcu.edu/itsupport
Once received your improvement request will be evaluated and if suitable for integration, it will be put on the implementation schedule.