Do-It-Yourself HelpDesk Tickets!
Email to HelpDesk, waiting on hold when you call… surely there must be a faster way to get a ticket into the system when you have a problem! There is! You can write your own ticket in the brand new Cherwell Portal.
You can get there in two ways. Click on the new Cherwell Service Desk icon on your desktop (it probably looks like an Internet Explorer icon, but it’s labeled “Cherwell Service Desk”), which will take you directly to the Portal. Or, if you’re old school, you can type https://portlandoregon.cherwellondemand.com to reach the Cherwell Portal.
Once there, you can submit requests, track the progress of your requests, and find communications tools.
To access the SAP ticket template, you can either select “SAP Incident” from the right-hand side or drill into the service catalog by selecting Software and Web Applications → Citywide Applications → and look for SAP and CityLink topics.
The Portal also has information about major incidents (email distribution groups aren’t working, for example) and read about maintenance and scheduled outages. An overview is available in the Cherwell Portal Instructions, which describes the new portal and available functions.
In two weeks, we’ll post some suggestions about how to write tickets that can be processed quickly. But in the meantime, check out the new Cherwell portal!