1

Cherwell Self-Service Portal – User Guide

After login, this user guide is available as printable and video versions on the Portal Home Page

2

From any page, if you click on the word ‘Home’, on the top left corner, you’ll come back to the Portal

Home page

3

If you click on ‘HelpDesk forms’, you’ll find commonly used forms, which you can save, complete

and attach to a work order.

4

To create a NEW Incident or Service Request, Click on ‘NEW Click Here’

NOTE: this feature is available on all the Self Service Portal pages – My Items, View the Status of My

Requests and Search Our Knowledge Articles

5

Please choose a service/request from –

• NMSIIS/Immunization Request

• New incident/request (not NMSIIS/Immunization related)

• Request IT Professional Services (for internal Dept. of Health use only)

• XEROX Smart Print Issues (for internal Dept. of Health use only)

6

To complete the ‘NMSIIS/Immunization Request’ – for Immunization/NMSIIS requests (NMSIIS

password resets, update/modify NMSIIS records, reports, reconciliation issues, vaccine inventories, etc.)

• If you have alternate contact information, please list it in this section.

• Fill in the description in the ‘Provide some information…’ section.

please do not list any PHI, protected Health information in this section

• To attach a document, click on the paper clip

• Click on ‘Submit/Save Request’

Buttons located at the top or bottom of the page

7

Example of submitted NMSIIS/Immunization Request

8

To complete the ‘New incident/request’ – for any other request besides NMSIIS/Immunization issues

• If you have alternate contact information, please list it in this section.

• Fill in the description in the ‘Provide some information…’ section.

please do not list any PHI, protected Health information in this section

• Please answer the ‘Urgency and Impact analysis’ questions

by choosing ‘Yes’ or ‘No’

• To attach a document, click on the paper clip

• Click on ‘Submit/Save Request’

Buttons located at the top or bottom of the page

9

Example of a submitted ‘New incident/request

10

To attach a document to either request, click on the paper clip.

11

You’ll receive this dialog box, click on the + for ‘File Name’ to browse for the file needed. Then, ‘Save’,

‘Close’ . The file will be attached to the work order.

12

Monitor the progress of your work orders by clicking on ‘My Items’ or ‘View the Status of My Requests’.

13

You’ll have access to all open and closed work orders…

14

Once you click on a specific work order, You’ll see and how the ticket was assigned and all journal

entries.

15

To search the knowledge articles for how-to’s and possible solutions, lick on the Search Our Knowledge

Articles

16

You’ll receive this page, type in key words and hit go.

You’ll receive a list of knowledge articles, based on your search. This example used the word ‘phones’

17

DOH notifications will be listed in the ‘Notifications’ Section

18

You can make an IT suggestion, by clicking on the ‘IT SERVICES SUGGESTIONS’ Box

19

Type in your suggestion; then, click on ‘Submit’

You’ll know your suggestion was submitted when you get a ‘Thank you’

20

To logout, Click on the arrow next to your name in the upper right-hand corner. You’ll get a drop-down

list, click on ‘Logout’