FAQ About Incident Management and Cherwell
[NOTE: The process below will be changed during 2023 to meet audit requirements. Management approvals WILL be required. Announcements about the changes will be made before they go into effect.]
Users can be added or removed from Cherwell teams by submitting a self-service Service Request which doesn't require any management approval or intervention on our (Incident Management) part; all it requires is for one of the members of the pertinent Cherwell team to respond to the request in an automatic email with either approve or reject.
Instructions are found at this wiki page under “General Cherwell User How-to guides and videos” > "User Experience" > "How to Add and Remove Users": Incident Learning Portal - AA Wiki
To go directly to the request form use this link: https://technologyservices.aa.com/CherwellPortal/TechnologyServices/One-Step/addremoveuserfromcherwellteam
Incidents you have created/submitted or have been created on your behalf (through the IT Help Desk) are visible on the Technology Services Request portal at PORTAL (Service Catalog) PROD on the left side of the page under the "My open incidents" heading. You may click on any of your Incidents to "Request status/Add comment"
There's a Power BI report for looking up members of any Cherwell team or look up by employee ID and view their Cherwell team memberships. The first time the link is used a free account for Power BI will be created for you and the link will work thereafter.
1) Web Client
2) Requesting Cherwell Rich Client
Or direct link to make the request (MUST BE ON LAN or VPN): http://zerotouch2.corpaa.aa.com/SoftwareServices/softwarerequest.aspx
Change Management is another team's responsibility. Please reach out to # enterprisechangeteam Slack channel and/or email "[email protected]" for assistance.
Use the following link to Request a NEW Cherwell team:
Use the link below to Retire/Disable a Cherwell Team
NOTE: All open records affiliated with the team you want to retire/disable MUST be closed/completed before the team can be retired.
Please use this link to view all open records for the team: Open Records for Selected Teams
Should we discover open Change Requests to be addressed, that is another team’s responsibility. Please contact the Enterprise Change Management team at # enterprisechangeteam Slack channel or email "[email protected]" for assistance.
Use the link below to Engage Incident Management (generic requests)
Mike Long is the product owner of the Service Catalog so Service Request issues/questions should be addressed by him at [email protected].
Customers can request the status of their Cherwell Incident/Ticket by one of two ways without calling the IT Help Desk:
- One option is a new LINK in the existing, initial email customers receive when an Incident is created that includes their ticket #
- The second option is available on the Service Catalog portal (https://technologyservices.aa.com/)
Customers will receive their Incident/ticket status update via email.
How-to instructions are available on our wiki HERE
My DASH 360 statistics aren't correct; the numbers don't match the counts in Cherwell for Changes and/or Incidents. Who can assist me with this?
Incident Management is only responsible for creating Cherwell teams. DASH aligns squads with their respective Cherwell team(s)' data. DASH 360 and squad support is provided by Yann Dupre, Rachel Bruno, and Kole Morgan.
You can also find helpful information here:
- # topic-devops-kpi SLACK channel