WiscIT - Help Desk Common One-Steps
This document covers the the most common one-steps in Cherwell.
Table of Contents
Note: If the one-step toolbar is not visible when Cherwell opens, right click in the one-step area and click "Email" to enable it. For information on how to add new one-steps to your toolbar, see WiscIT - Adding a One-Step to a Toolbar
Assign to East
The most common one-step a help desk agent will use is Assign to EAST. You should always use this one-step when sending a case to EAST. To use the Assign to EAST one-step:
- Click "Assign to EAST".
- Select reason case is being assigned to EAST and click OK.
HD Formatted Email
Another common one-step used by agents to send formatted emails directly from Cherwell is the HD Formatted Email. To use this one-step:
- Click "HD Formatted Email"
- Fill out the "To..." field and write your email. Then click send.
Reassign Journals helps you "merge" cases by copying journal notes from one incident to another, and then it closes the redundant ticket. It will also open up the merged ticket for you so you can continue to work on it. Just like the SPAM ticket, this action is not reversible, so make sure you double-check the ticket number. To use this one-step:
- Verify you have the correct destination incident number.
- View the ticket you want to close.
- Click the "Reassign Journals" one-step
- Enter in the destination Incident number and click "OK".
For more information on this one step, see WiscIT - Closing Duplicate Incidents / Reassigning Journals
Remove Data Request
Remove Data Request is used if there is any sensitive information present in a Cherwell case, such as birth date or Campus ID number. This sends an alert to a Cherwell administrator who is then able to manually purge any sensitive information from the case. To use this one-step, select "Remove Data Request" and it will automatically send out the request and leave a journal note indicating that the request was made.
An example of using the Remove Data Request is shown below:
For more information on this one step, see [Link for document 88861 is unavailable at this time]