Cherwell Video Learning Library

Automating Quick Tickets

Modify an Incident Form to quick classify based upon sub-categories
1 HOUR 0 MINUTES

111 STUDENTS ENROLLED
  • Profile photo of Tyler H
  • Profile photo of Rick Morton
  • Profile photo of Bernhard Franek
  • Profile photo of Szabolcs Nyiredi
  • Profile photo of Peter.Adricula
  • Profile photo of Adam Jones

About the Course:

Don Lacasse builds automated actions through the sub-category fields.  This process can automatically quick fill tickets for a quick classify process to save technicians time. Don explores the possibilities of expanding the capabilities of the Out-of-the-Box content with customized default sub-category fields by building a Blueprint with Expressions in the Cherwell Admin. Then creating a table-driven One-Step Automation in the Cherwell Client, filmed using Cherwell Service Management Version 8.2.

About the Instructor:

Don Lacasse is a Cherwell Architect who has implemented scores of service desks with Cherwell Service Management. While managing an internal/external support desk for InStar Systems, an award-winning medical software company, Don was the first Cherwell Service Management beta customer. Today, Don is the senior Architect for the Cherwell Professional Services group. Some of his technical certifications include ITIL Foundations and RCV Intermediate; MS Industrial Engineering; Cherwell Service Management Foundations; Cherwell Report Writer; Cherwell Certified Trainer; and Crystal Report Writer. ​

Course Curriculum

Introduction and Identifying the Fields
0 Hours 7 minutes00:07
Creating the Blueprint
0 Hours 10 minutes00:10
Auto-Populating through Relationships
0 Hours 15 minutes00:15
Auto-Populating with the Sub-category
0 Hours 5 minutes00:05
Setting up the Default Values
0 Hours 6 minutes00:06
Automating your Workflow with Default Actions
0 Hours 8 minutes00:08
Creating a Table-Driven One-Step Automation
0 Hours 9 minutes00:09

Course Reviews

  1. Profile photo of Andy Clark Andy Clark says:

    Clear Instructions on Extending Capabilities
    An in depth course that will help you build extended functionality in a business object. The concepts could easily be applied beyond the specific example in the video.

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