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.

I Didn’t Know You Could Do That in Cherwell!

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?

Answer 1:

• Open a new instance of CSM by clicking File->New Window:

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?

Answer 2:

• Create a “show me” One-Step that has a popup to display the contents of the field in question.

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?

Answer 3:

• Create a search and filter the results using columns• Export the search to Excel

Question 4:

• What is an Action Catalog? And how can I use it effectively?

Answer 4:• Add an Action Catalog to ANY Object by:• Adding Action Command to your table

• Select Action Catalog as your Widget type

Question 5:

• Is there any documentation for CSM?• Where is it?

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: documentation@cherwell.com.

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?

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.

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?

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.

Question 8:

• How do I filter a validation list to show only items that are specific to the criteria?

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”

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?

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.

Question 10:

• I am a stickler for precision. Can I align Widgets more precisely on my Dashboard?

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.

Question 11:

• My data is dynamic. Can my Widgets be dynamic too?

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.

Question 12:

• Can I add text formatting (Bold, Italics, Numbered Lists, etc.) or images to text fields?

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.

Question 13:

• I need different fields in my Grids. Can I add, delete, and customize which columns display?

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.

Question 14:

• I have so many records in my Grid. How can I locate very specific information?

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.

Question 15:

• I am always on the run. Can I create a record from my mobile device?

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.

Question 16:

• I only search for Incidents. Can I get rid of the extra Business Objects in the search control?

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.

Question 17:

• We completely customized our system. Can I easily document my system design?

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.

Question 18:

• How do I control the order of Calculated fields in a report?

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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*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