Known Issues in Cherwell

Web Client: "A task was cancelled." error appears after leaving text editor open for 2 minutes

• See WiscIT - Known Issue - Emails not sending from web client after error "A task was cancelled." for full details and workaround

Web Client: Wrong requestor name selected after using "Find Related Item" button

• See [Link for document 96742 is unavailable at this time] for full details and workaround
• Issue: The requestor will be selected incorrectly if the "Find Related Item" button (lines and magnifying glass) is clicked after entering a customer's NetID into the requestor field.
• Workaround: Enter in the requestor's NetID and then select a different field on the incident form. The requestor field should then populate with the name.

Web Client: Responses to inbound emails not logging as journals

• See WiscIT - Known Issue - Some send email functions in the web client do not attach message contents to journal note for full details and workaround
• Issue: After replying to an inbound email using the Email -> Reply drop-down, the email is not logged as a Journal in the incident.
• Workaround: Reply to emails by clicking the email under the requestor's name, or by using an email template one-step.

Web Client: Error when logging into Web Client via Safari on OSX or all browsers in iOS

• Issue: When using either Safari in OSX or any browser in iOS, users will encounter a 404 error when logging into the WiscIT web client.
• Workaround: Use Chrome or Firefox on OSX. There is no workaround iOS other than using a Windows or Mac computer if available.

Dashboard widgets: Date Range feature does not work

• Issue: see WiscIT - Known Issue - Dashboard widget does not acknowledge selected date range for full details and work around.

Web Client: Blank page after login

• Issue: Sometimes when logging into the Web Client you may get a blank white screen.
• Workaround:  Go the URL field with your cursor and press enter.

Viewing Multiple Incidents at the Same Time

• Issue: How can you view multiple incidents at the same time?
• Workaround: The web client does not have this ability, you can only view one incident at a time. Within the Installed client you can click on File-->New Window or if you are viewing incidents in a grid, right click on the incident you wish to open and select Go To Record in New Window.

Journals are difficult to read and there are a lot of entries

• Issue: There are a lot of journal entries and a lot of them appear to be system data
• Workaround: Use the Concatenated Journal View above the Description field for a list of all journals in chronological order.

Web Client: Unable to print CIs, CRs, or tasks

• Issue: Unable to print CI's, CRs, or tasks from the web client.
• Workaround: This is a known limitation of web client, use the thick client to print these items.

• Issue: When running a report in the Web Client, it will use the first incident from when the report was created vs. the current incident.
• Workaroound:  Run the report from the Windows Thick Client.