i didn’t know you could do that in cherwell!
DESCRIPTION
Cherwell Service Management is a powerful, dynamic tool with incredible functionality. Initially, this can seem overwhelming. “What do I do?” “Where do I start?” “How can I do this in Cherwell?” “Can I do this in Cherwell?” Learn the answers to these and many other questions you didn’t even know you had about searching, One-Step automations, navigation, tricks and tips in this exciting game show experience! Knowledge will be imparted, learning will take place, and much, much more!TRANSCRIPT
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Danyda FeldmanCherwell Software
“I Didn’t Know You Could Do That in Cherwell”
Danyda Feldman is a storyteller and speaker who has been working with Cherwell for over 6 years. Starting from virtually no knowledge of databases, she has developed to a place where she can navigate the tool with confidence. She is passionate about helping customers be successful and enjoy the tool as much as she does.
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I Didn’t Know You Could Do That in Cherwell!
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Question 1:
• I want to work on a report, or a search, but I may need to check my data, fields, or answer a call and switch to another business object. How do I juggle all of that without losing my mind?
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Answer 1:
• Open a new instance of CSM by clicking File->New Window:
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Question 2:
• I need to find out a value of a field that is auto-populated and doesn’t appear on the form that I am looking at. How do I find that value?
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Answer 2:
• Create a “show me” One-Step that has a popup to display the contents of the field in question.
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Question 3:
• How do I create an on-the-fly report to show which of my customers are still current on support in North America?
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Answer 3:
• Create a search and filter the results using columns• Export the search to Excel
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Question 4:
• What is an Action Catalog? And how can I use it effectively?
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Answer 4:• Add an Action Catalog to ANY Object by:• Adding Action Command to your table
• Select Action Catalog as your Widget type
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Question 5:
• Is there any documentation for CSM?• Where is it?
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Answer 5:• Help is at your fingertips!• CSM has a 2500+ topic
webhelp system.• Press F1 in the Desktop
Client or Administrator.
Tips:
• Search for help topics using the Help system’s robust search capabilities.
• You can also find PDFs in the Support Portal.
• Our tech writing team loves to hear from you, so write to them: [email protected].
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Question 6:
• I don’t like the color of the default Dashboards, and I need more real estate in my main window. Can I do anything to make my User Interface prettier and easier to navigate?
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Answer 6:• Everything in CSM is configurable,
including the Desktop Client GUI.
• Click Tools>Options to access User settings: Display, Task Pane & Search, Dashboards & Calendars.
• Drag-and-drop panes, windows, and toolbars to any location.
• On the toolbar, right-click>customize to create personal toolbars.
• On a Dashboard, right-click>User Theme to select a personal Dashboard theme with colors and styles that work for you (5.00 feature).*
*This is a 5.00 feature.
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Question 7:
• I have hundreds of Widgets and they are poorly named. Is there a way to find them easily when I am building a Dashboard?
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Answer 7:• Use the Dashboard Editor’s
search control to search for Widgets by name (Ex: Incident) or type (ex: Gauge).*• Click the Hide Folders button
to hide organizational folders, thus displaying all Widgets at the root level.*
*These are 5.00 features.
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Question 8:
• How do I filter a validation list to show only items that are specific to the criteria?
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Answer 8:
• Add the criteria to your lookup table• We have to use some fancy lookup
expressions since not all items are in alllists and Cherwell validations are only “ands”
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Question 9:
• I created an awesome Dashboard and want to use it as a template for others. Is there an easy way to do this?
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Answer 9:
• Using the Dashboard Editor, copy and paste one or more Dashboard Widgets onto OR between Dashboards.*
Tip: Duplicate Widgets by pressing CTRL+DRAG.
*This is a 5.00 feature.
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Question 10:
• I am a stickler for precision. Can I align Widgets more precisely on my Dashboard?
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Answer 10:• In the Dashboard Editor:• Move Widgets one pixel at a
time (ARROW key) or 10 pixels at a time (SHIFT+ARROW KEY).• Align Widgets to each other
using the alignment buttons on the toolbar.• Use the Snap-to functionality.*• Use absolute positions.
*This is a 5.00 feature.
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Question 11:
• My data is dynamic. Can my Widgets be dynamic too?
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Answer 11:
• Labels, colors, images, and visibility can be expression-driven.• For example, change the border color and
background color, text label, image, and visibility based on a condition (ex: Threshold surpassed).
*This is a 5.00 feature.
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Question 12:
• Can I add text formatting (Bold, Italics, Numbered Lists, etc.) or images to text fields?
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Answer 12:
• Yes, use Rich Text.• Rich Text fields are identified by a Text Zoom
icon . Click it (or press F8) to open the Rich Text Zoom window, where you can add formatting, such as Bold, Italics, Numbering, Bullets, etc.• Rich Text is a field property, defined in a
Blueprint in CSM Administrator.
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Question 13:
• I need different fields in my Grids. Can I add, delete, and customize which columns display?
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Answer 13:• Right-click>Customize Columns, then select a
field.
Tips:
• You can choose fields within the Business Object or from related Business Objects.
• Reset the Grid to the Admin-defined default by right-clicking>Reset.
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Question 14:
• I have so many records in my Grid. How can I locate very specific information?
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Answer 14:
• You have lots of options:• Sort a Grid by multiple columns by holding down the
SHIFT key.• Filter a Grid by clicking the Filter icon.• Group a Grid to get a different perspective by
dragging-and-dropping a column into the Group By box.
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Question 15:
• I am always on the run. Can I create a record from my mobile device?
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Answer 15:
• Cherwell Mobile is available on iOS and Android devices.• Create a record from Cherwell Mobile using a
“create a record” One-Step.• Cherwell Mobile provides a default Create an
Incident One-Step.
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Question 16:
• I only search for Incidents. Can I get rid of the extra Business Objects in the search control?
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Answer 16:
• The CSM search control is completely configurable.• Click Tools>Options>Task
Pane and Search. Create new Widget and include Incident only.
Tip: The Search Control is actually a Widget.
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Question 17:
• We completely customized our system. Can I easily document my system design?
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Answer 17:• CSM is self-documenting.• You can output the
definitions and structure to a Schema doc (.html, .xml, .txt, or .rtf).• In CSM Administrator,
create a Blueprint, then click Tools>Export Schema.
Tip: This is why names and descriptions are relevant and important in CSM.
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Question 18:
• How do I control the order of Calculated fields in a report?
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Answer 18:
• The order of Calculation is based on the Fields placement in (Front to Back)• Fields you wish to calculate first should be on
top.
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Thank you for attending this session!!!
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*Contestants must meet eligibility requirements for height and hair color. Prizes supplied by Cherwell Plumber’s and Pipe, Inc. And the Cherwell Developer’s Retirement Home and Spa