Cherwell How-To: Opening New Windows & Creating Incidents

Posted by Larry Martin on Dec 13, 2017 1:07:45 PM

Recently, I had the opportunity to attend the Cherwell Global Conference with a number of my Beyond20 colleagues. I spent the bulk of my downtime hanging around the Beyond20 booth, where I was able to reconnect with customers and meet new Cherwell users. While I had a number of fascinating conversations about Cherwell and what it can do, one question I received was particularly interesting and, I thought, worth a how-to blog post and video (and now we’re all caught up). The question was: Is there a way to open a new window and launch a new incident so I don't have to leave the incident I’m on?

Rather watch than read? The full video tutorial is below.

As I thought about it, I realized the answer to the question as asked is no. However, we can do the reverse, in a sense, to accomplish the same goal (to avoid leaving the existing incident to create a new one). While there are a couple ways to go about this, I chose to build a One Step. It's very straightforward, but bear with me through the decription because there's no way to get through it without repeating the word 'incident' 7,000 times, which can get confusing.

Essentially, the One Step allows us to open a new window and open the incident we're currently on - then create a new incident in the new window. So, instead of opening a new window with a new incident, we open a new window with our current incident and then our pre-existing window creates the new incident there. There are a couple gotchas with this: The new incident has to be in a save or savable state in order for us to basically close it then reopen it. We'll also need to decide which fields to complete in the new incident.

Okay, so how to do this. 

1. Open a new One Step


2. Click ‘Run a Program’


3. In the File Name field, put Cherwell Client with the command “goto?rectype=incident&PublicID=Incident_IncidentID". We're just using the incident token here. Running this will open the new window. 
(NOTE: I elected to run it maximized, but you could run it with a normal window, minimized or with no window.)


4.  Next, a new incident will be created within the existing window.


At this point, you still have required fields, so the new incident isn't savable yet. For this example, I chose to complete the Call Source, Owned By, and Owned by Team fields. Complete whichever fields you like, then save.




And that's all there is to it! A simple One Step to give you a brand new, blank slate incident without closing your existing incident. Happy Cherwell-ing!

All up to date with Cherwell's security model? No?
Good news! Our new white paper will get you all caught up.