New Cherwell Service Desk for Help

1) In order to create a new ticket in the Cherwell Service Desk portal, you will need to navigate to this address:

support.oecn.org/cherwellportal/tccsa

User Name = TCCSA\ (Same user name as Progress Book or DASL) 

Example = TCCSA\ehlm_tgrandy

Note the slash that follows TCCSA is the one that leans to the left (above the right-hand Enter key).

Password = Same password as Progress Book or DASL... your TCCSA domain account password

 

2) Once there, you wil be presented with a login page that looks like this:

 

3) The new system uses TCCSA's active directory system to know who you are and what district you are

coming from.  This information is very helpful in resolving the issue as quickly as possible. 

User Name = TCCSA\ (Same user name as Progress Book or DASL) 

Example = TCCSA\ehlm_tgrandy

Note the slash that follows TCCSA is the one that leans to the left (above the right-hand Enter key).

Password = Same password as Progress Book or DASL... your TCCSA domain account password

 

4) You will then be presented with the following screen with your name in the upper right-hand corner:

 

5) It is at this point that you have to choose what area you are requesting help with, let's say you are having a Student Information System issue (Progress Book), you would choose the icon named Student Information System.

 

6) This is where it gets so much easier than our last helpdesk software.  All you have to do is fill out two fields for "Summary of Problem" and "Description of Problem"

To clarify, the Summary of Problem is 3-5 words that describe your problem so we know who at TCCSA to assign the ticket to (e.g.- Grades Calculating Incorrectly)

The Description of Problem is intended for you to describe, in as much detail as you can, the problem you are experiencing, to the best of your ability, so that a TCCSA support specialist can better understand how they might fix your issue.

(Note:  Not enough description will make it more difficult for a support specialist to understand what is going on.)

 

7) Once you have hit OK, you will be presented with the Incident Report that is unique to your issue.

At this point there is nothing more that you need to do unless you need to add an attachment or rewrite your description.

 

8) To add an attachment, you would hit the paperclip icon across the top bar and attach a document or screenshot if this is helpful to getting your incident resolved:

If you need to make changes to your incident (for example in proofreading your description you find errors you would like to fix) you can hit the Edit button to make changes:

9) Like the old system, you will recieve an email that identifies your Incident and the description you wrote. 

 

10) As the incident is updated by a TCCSA support specialist, you will receive additional email to let you know what progress has been made, if their are additional questions, or if the issue has been resolved.

 

11) If after you have received the email, you have additional information to supply, you may respond to the OECN Support email and it will update the ticket for the support specialist.

 

12) To view your Open or Closed Incidents, you may log back into the system at any time to see the current status of your request by clicking on the number for one or the other.

That's all you need to do to request help from TCCSA!