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New Help Desk Ticketing System – Cherwell Service Management – Launches Monday, Oct. 1

The District’s IT Help Desk has a new ticketing system called Cherwell Service Management (CSM). Cherwell CSM is scheduled to go live Oct. 1, 2018 and replace the existing Remedy system.

This new ticketing system will significantly improve the ability of the IT Help Desk, IT Support Teams, and technicians to provide support for the District’s information technology and users. 

Cherwell CSM includes a new self-service portal that will make it easier for users to find solutions to their technology issues, to open and track their own tickets, and to communicate with the IT Help Desk and Technical Support Teams in resolving open tickets. Cherwell CSM also includes a new self-service password reset tool that will allow users to securely reset their own passwords without needing to call the IT Help Desk.  

A link to the new Cherwell CSM will be provided on the page below starting on Monday, Oct. 1. In addition, Job Aids will be added to guide staff in submitting Help Desk requests in the new system.

The new ticketing system will not impact the IT Help Desk phone system. 619-209-HELP (4357) is still the number to call for assistance, Monday through Friday, 7 a.m. to 5 p.m.