Cherwell: Incident Management & Service Requests
Upon completion of the Incident Management & Service Requests class, attendees will be able to:
- Create a new incident, infrastructure incident, and service request record
- Understand the priority matrix and service level agreement
- Update an incident or service request
- Communicate with the customer or ticket requestor
- Link incidents to a parent record or another incident
- Assign a task or ticket to another team
- Access and understand the customer portal
Who Should Attend?
This training class is intended for employees of Illinois State University who will use Cherwell to create, update, or manage incidents and service requests.