Cherwell - Training - Escalating Incidents to the Web Team
A guide on how to send incidents to the Web Team with enough information for the web team to successfully help the end user.
Who is having the issue?
This is be taken care of when an email/call/incident comes through. However, knowing who is actually using the site/application at the time of the issue helps.
Where is the issue occurring?
What site/application is the issue occurring on? What is the name of the site/application? What is the URL of the site/application?
What is the issue?
Get as much detail from the user as possible. Keep asking questions until you understand what the issue is, and are able to articulate the issue to someone else. Enter in this data into the incident information within Cherwell.
What exactly do you want the Web Team to do?
If you are assigning a task to the Web Team enter in a Task Description that explicitly states what you are looking for the Web Team to do. Based upon the information gathered from the user you should have a good understanding of the issue. From that understanding let us know what it is that needs to be done/looked at.
Empty tasks will be sent back to SAITS Help Desk for further clarification.