Cherwell - Training - Dashboard Ticket Flow

Training on how to move tickets through the different queues on the Cherwell Dashboard.


This document covers the dashboard queues: New, In Progress, Hand Off, Pending, and Follow Up and how they interact. 

Document should be reviewed and known by each help desk technician to keep tickets flowing effectively. 

Ticket Flow Procedure

Tickets come in the new queue, once a technician starts working on a ticket it should be moved forward by selecting next: Begin work – the technician should also claim the task and the ticket. This moves the ticket forward into our In Progress queue

If you are unable to complete the ticket by the end of your shift, you may pass the ticket into the Hand off queue – Please make certain to journal details in a manner where another technician can continue where you left off. To move a ticket into the hand off queue close your tasks, and create a new task assigned to the team SAITS Support Services. It is helpful when creating the new task to describe what the next technician needs to do. When starting work from a ticket in the hand off queue the technician should claim the task as well as the ticket to move the ticket back into in progress

If we are at a stopping point on the ticket, for example if we are waiting for policy to push out on a ticket it can be moved to the pending queue. Once a ticket is set to pending, the default time is set for 1 week, but this should be changed to reflect when we need to follow up on the ticket. For example, if we need to follow up with the client soon; the pending should be set for one day. In the event that we are waiting for a response from the client we can set the ticket to pending and a response from the customer will send the ticket into the follow up queue giving the technician a notification that there is an unread journal.

The follow up queue is an area which indicates that a ticket has met the pending date set or has changed from an unread journal if it was previously in pending. This keeps our pending queue from becoming forgotten as we should review these tickets and see if we can move them forward. If the ticket meets or exceeds the pending date it is put into follow up or if the ticket is in pending and has an unread journal (email response from client) the ticket is moved into follow up.

Queue Summary

New: Starting point for tickets in our queue ready to be claimed by technicians.

In Progress: Tickets where the task has been claimed by a technician is currently being worked on.

Hand Off: Where tickets should go if a technician is unable to complete during a shift. Also, no active task on a ticket and waiting to be claimed by another technician.

Follow Up: Tickets that have exceeded/met the pending date or any tickets that have unread journals (customer replies and via email).

Pending: Queue where the ticket is in the state where it cannot be worked on or is waiting for customer response. 

To Keep Tickets Flowing Effectively

  1.  Make certain you are taking ownership of the task when working on a ticket and moving it forward through our queue.
  2.     Place tickets in hand off queue if you are unable to finish work by the end of your shift. This can be done by closing your task and opening a new unclaimed task for SAITS Support Services.
  3.     Journal context so another technician can start where you finished if it needs to go in the hand off queue.

Visual Representation of Ticket Flow



In Progress:





Follow Up:


Hand Off: 



Keywords:Cherwell, dashboard, dashboards, queue, ticket, flow, eric, pending, follow up, hand off, in progress, queues   Doc ID:66209
Owner:Help Desk K.Group:UW-Milwaukee Help Desk
Created:2016-08-17 09:37 CSTUpdated:2019-01-02 14:36 CST
Sites:UW-Milwaukee Help Desk, UW-Milwaukee Student Affairs IT
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