Incident Management and Cherwell

FAQ About Incident Management and Cherwell

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

How do users get added or removed from a Cherwell team?

[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

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | asked by barb

Where do i find my incidents?

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"

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

How do I see the Cherwell teams a person is a member of or see the members of a Cherwell team?

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.

https://app.powerbi.com/links/7cS--0lWrk?ctid=49793faf-eb3f-4d99-a0cf-aef7cce79dc1&pbi_source=linkShare

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

How do I access Cherwell?

There are two clients available to access Cherwell: the web client and the desktop rich client. You MUST be a member of a Cherwell team in order to log in to Cherwell. See "How do users get added or removed from a Cherwell team?"


1) Web Client

https://technologyservices.aa.com/CherwellClient/access

 

2) Requesting Cherwell Rich Client

Wiki How-To:

https://wiki.aa.com/bin/view/Cybersecurity/CSTRM%20Product%20Taxonomy/General%20Cherwell%20User%20Support%20Learning%20Portal/Setting%20Up%20The%20Cherwell%20Desktop%20RICH%20Client/

Submit Request:

Or direct link to make the request (MUST BE ON LAN or VPN): http://zerotouch2.corpaa.aa.com/SoftwareServices/softwarerequest.aspx

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

Who do I contact regarding deployments (Change Requests - CRs)?

Change Management is another team's responsibility. Please reach out to # enterprisechangeteam Slack channel and/or email "[email protected]" for assistance.

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

How do I retire/disable a Cherwell team that is no longer needed?

Use the link below to Retire/Disable a Cherwell Team

https://technologyservices.aa.com/CherwellPortal/TechnologyServices/One-Step/RetireDisableaCherwellTeam

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.

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

How do I contact Incident Management with a question or to request a meeting?

Use the link below to Engage Incident Management (generic requests)

https://technologyservices.aa.com/CherwellPortal/TechnologyServices/One-Step/Engagement for Incident Management

If you have general questions about Cherwell (AA's ticketing system) and need assistance please post in the # Cherwell-questions SLACK or Cherwell Questions in MS TEAMS.

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

Who do I contact if I have questions about our need assistance with Service Requests?

Mike Long is the product owner of the Service Catalog so Service Request issues/questions should be addressed by him at [email protected]

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

How do I request the status of my ticket (Incident) without calling the IT Help Desk?

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

Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

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:

  • https://wiki.aa.com/bin/view/Squad360/
  • # topic-devops-kpi SLACK channel
Incident Management and Cherwell Incident Management and Cherwell
11 months ago | jeffbull

I'm new to Cherwell and would like to learn more about Incident Management and using Cherwell. Where can I find this information?

Information about the Incident Management product, processes, contacts, and hours of support can be found here: Incident Management - AA Wiki

Helpful user guides and videos for managing Incidents (tickets) and general Cherwell user tips can be found here: Incident Learning Portal - AA Wiki

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