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Cherwell Training

June 17, 2013 Comments off

Last month we started demonstrating Cherwell to the campus by conducting hour-long sessions. With the launch date to Cherwell fast approaching, we will continue to offer these trainings throughout the Summer. Here are the remaining trainings for June:

Date Time Location
June 18 3:00 – 4:00 PM MLHB 110
June 21 11:00 AM – 12:00 PM MLHB 110
June 24 11:00 AM – 12:00 PM MLHB 110
June 25 2:00 – 3:00 PM MLHB 110

Cherwell is Coming Soon!

June 5, 2013 Comments off

CherwellLogoIT@Sam is preparing for the launch of a new work order system. The goal is to have this new system ready for go-live on July 8. This change is being made because the current IT@Sam Work Order System has shortcomings in navigation and in general work routing. Cherwell is geared towards alleviating these problems AND providing additional benefits for you.

NewStar Service Catalog: No more questions to answer when submitting a work order! Instead you choose from a comprehensive list of IT@Sam services when placing your request. One click puts you at the appropriate screen to enter your request.
NewStar Knowledge Base: In addition to the Technology Tutorials that we currently have, the Cherwell Knowledge Base contains “how to” fixes and instructions for both software and hardware problems. Using this tool will empower you with the ability to fix the issue on your own without having to call the Service Desk. With over 50,000 articles, and more to be added, this will be a wonderful self-service resource for everyone.
NewStar Problem Management: Once IT@Sam becomes aware of a university-wide problem, it will be posted in Cherwell along with its solutions or workarounds for everyone to see. You will no longer have to call the Service Desk to find out about a university-wide problem.

To make this transition easier, we are providing several training sessions in June. We encourage everyone to attend at least one of our training sessions listed below:

  • 6/6/2013 10:00 AM – 11:00 AM, MLHB rm 110
  • 6/11/2013 11:00 AM – NOON, MLHB rm 110
  • 6/12/2013 2:00 PM – 3:00 PM, MLHB rm 110
  • 6/18/2013 3:00 PM – 4:00 PM, MLHB rm 110
  • 6/21/13 11:00 AM – NOON, MLHB rm 110
  • 6/24/2013 11:00 AM – NOON, MLHB rm 110
  • 6/25/2013 2:00 PM – 3:00 PM. MLHB rm 110

Log into Talent Management to sign up to attend a demo. We look forward to seeing you. Who knows, you may be the lucky winner of a free gift just for showing up!

For more information, visit the Cherwell web site: http://www.shsu.edu/dept/it@sam/cherwell/

Checking the Status of your Workorders

November 25, 2008 Comments off

We’ve noticed over the last several weeks that one of the main reasons that we are receiving calls at the Helpdesk is from someone wanting to check on the status of their workorder. You can easily check on the status of your open workorders without placing a call to us. Here’s how.

Log into SamWeb

Click on Computer Services and then click on Work Order System.

Once in the Work Order System, click on User Menu, then click on My Open WOs.

Scroll through your list of currently open workorders. Once you see the workorder that you wish to receive an update, click on the View link.

Last, click on the Update Workorder link and then enter in the extra information or additional questions you’d like to ask of the technicians. It’s that easy!

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