[PDF] Cherwell Exception Processing Manual – v1

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BTS Enterprise Architecture Page 1 5/20/2016

City of Portland

Bureau of Technology Services

Cherwell Exception Processing Manual Contents

Exception Process Workflow

........................................................................................................................ 2

Exception Processing Goal ............................................................................................................................

2

Create a new Exception ................................................................................................................................ 3

Tracking Exceptions ...................................................................................................................................... 5

Amending an Exception ................................................................................................................................ 7

Canceling an Exception ................................................................................................................................. 7

Who gets notified and when? ................................................................................................

8

Searching for an Existing Exception .............................................................................................................. 9

Exception Processing

- Task Assignment, Tracking and Approval .............................................................. 11

Exception Processing - Task Action ............................................................................................................ 15

Responding to email from Cherwell ........................................................................................................... 16

Post Approval Processing - Creating and Associating CMDB Configuration Items .................................... 17

Retiring an Exception .................................................................................................................................. 17

Exception Renewal ...................................................................................................................................... 18

Version 1.1 - 5/20/2016

BTS Enterprise Architecture Page 2 5/20/2016

CHERWELL EXCEPTION PROCESSING MANUAL - V1.1

Exception Process Workflow

BTS has several established hardware and software standards. Standards reduce support costs, provide

economies of scale, and a consistent set of tools across the City offices. Providing standards for every

hardware and software need across the diverse nature of the many City bureaus is impossible. Exceptions are the method for requesting non-standard products that may be needed in order to

complete the bureau's work. The exception review process consists of validation of compatibility with

the existing City standard infrastructure.

High Level Exception Process - Customer View

BTS Functional

Teams

IB / EA

Support Center

TBC

Customer

Requests

technology from BTS

Helpdesk or

Procurement

request

Standard or

existing

Exception?

Evaluate

Exception

Request

No

Request

fulfilled Yes

Inform customer,

bureau liaison &

BTS of Exception

result

Assign tasks per

Exception

outcome

Compatibility

Architecture

check End

Review by

Functional Teams

No

Request

fulfilled

Initiate

Exception

Request

LCR Prep

Communicati

on with TBC

Seen product

before? Yes

Exception

Decision (with

denial explanation or approval next steps)

Next step follow

through

Business need is validated by

TBC/Bureau Liaison or BTS

Division Mgt before an

exception is submitted. Exceptions serve two important purposes. The first is insuring compatibility with the City's infrastructure. The second is documenting the exception products and where they are being used. The data collected is used when replacing equipment, such as break/fix or lifecycle replacement of PC workstations, and when conducting updates to the City's infrastructure, such as migrating to Windows 10.

Exception Processing Goal

Exception

Processing Goal

The goal metric for processing exceptions is 80% within 2 weeks of submittal.

BTS Enterprise Architecture Page 3 5/20/2016

CHERWELL EXCEPTION PROCESSING MANUAL - V1.1

Create a new Exception

The ability to create a new exception is limited to TBCs, BTS Division Managers and their designees, BTS

Enterprise Architecture (EA) staff, and approved

Bureau Liaisons. Bureau Liaisons are approved through discussion and mutual agreement with the EA Division Manager.

Creating a new exception is

initiated through the Cherwell client only. Exceptions cannot be created through the web interface.

1. Start Cherwell.

2. Select New > New Exceptions.

3. Complete areas in the form indicated by red text below.

Include Users and

Workstations

For software, it is important to include a list of users and workstation IDs in order to track where the software is installed in the CMDB. This can be an attached file, or included in Other Significant Information.

Customer requestor

Product name and version if known

Dropdown choice Dropdown choice

Freeform text explaining standards

considered if any. Freeform text explaining the business problem or requirements that cannot be met using established standards. Freeform text explaining the protected data that is in scope.

This box only appears if the

Yes button is selected above. The Default is No.

Freeform text to include other information such as vendor, web site, end user name(s) and workstation IDs, or other important details or information. BTS Stores TrackIt number(s) if they exist. Simple dollar value if known.

See #5 and #7 below

for Watch List and

Additional Contact

instructions

Attach files here if any

Workgroup name if Exception Type is Workgroup

BTS Enterprise Architecture Page 4 5/20/2016

CHERWELL EXCEPTION PROCESSING MANUAL - V1.1

4. Click Save

5. Add Watch List Entry.

Enter the TBC or BTS Division Manager into the Watch List.

Add yourself by

simply clicking Add Me to Watch List in the I Want To: section to the left of the screen. If a Bureau Liaison or division designee is entering the Exception, enter the TBC or Division Manager manually by clicking the Watch Lists tab in the lower portion of the screen. Click New Watch List to enter the name. Type in the last name of the person and press TAB to populate the full name and email.

6. Click Save icon (same as #4 above).

7. Add Additional Contacts, if any.

Add Bureau Liaisons and any other

stakeholder contacts by clicking Add Additional Contact in the I Want To: section to the left of the screen. This may be done multiple times. A pop-up prompt box will appear to enter or search for the contact name. Additional Contacts will appear under the Additional Contacts tab in the lower portion of the screen. To see the additional contacts in a single line format, select

View > Grid View.

8. Click Save (same as #4 above).

That's it! You've entered the exception.

BTS Enterprise Architecture Page 5 5/20/2016

CHERWELL EXCEPTION PROCESSING MANUAL - V1.1

Tracking Exceptions

Exceptions may be tracked using the Exception Dashboard. Display the Exception Dashboard by clicking

Dashboards > Dashboard Manager...

Expand Global, click Exceptions, and double-click Exceptions_v3. The Exceptions Dashboard will be displayed. Double-click on numbers for filtered summaries or exception entries for exception detail.

Select a date range to display here

BTS Enterprise Architecture Page 6 5/20/2016

CHERWELL EXCEPTION PROCESSING MANUAL - V1.1

A shortcut to the Dashboard may be added to the Common Tasks area of the Task Pane. In the

Dashboard Manager,

right-click on the Exceptions_v3 icon > Add to > Task Pane. The Exceptions_v3 Dashboard will appear in Common Tasks.

BTS Enterprise Architecture Page 7 5/20/2016

CHERWELL EXCEPTION PROCESSING MANUAL - V1.1

Amending an Exception

An additional choice,

Add Amendment, appears in the I Want To: section on the left of the screen for closed Exceptions. Amendments are being handled this way in order to accurately track approval dates and processing times. Amendments occur after the original Exception was approved. This allows the amendment to have its own entry and approval dates, while being linked to the original

Exception.

Clicking on Add Amendment creates a new child exception to add the amended information to. Several fields of information are copied automatically to the Amendment.

Product Name

Product Type

Exception Type

City Standard Evaluated for this use

Business Problem or Requirement description

Protected Data Scope

Other Significant Information

Fiscal Impact

Fields that need to be populated for the Amendment are

Requested By

Watch List entries

Additional Contact entries

The Amendment receives a unique Exception number and is processed as any other Exception.

The Amendment is linked to the parent Exception. The link to the parent Exception can be viewed using

the Parent Exception tab in the lower part of the screen. Similarly, the child Amendments (there can be

more than one) can be viewed using the Amendments tab of an Exception. The Amendments tab will only appear if there are Amendments to the Exception.

Canceling an Exception

If an exception needs to be cancelled, notify the BTS Enterprise Architecture team. The EA team will updated the BTS - Exception Decision field in the BTS Use Only area to Cancelled.

BTS Enterprise Architecture Page 8 5/20/2016

CHERWELL EXCEPTION PROCESSING MANUAL - V1.1

Who gets notified and when?

Action Notification Recipients

Exception Creation Email: contains

Exception #

Date submitted

Product Name

Product Type

Exception Type

Business Requirement

Requester

BTS Enterprise

Architecture Team

Add Additional Contact Email: contains

Exception #

Date submitted

Product Name

Product Type

Exception Type

Business Requirement

x Additional Contact

Exception Closed Email: contains

x Exception #

Decision

Date submitted

Product Name

Decision Summary

Requester

Additional Contacts

Watch List Contacts

BTS - Exception Notices

email distribution list

Task Creation Email: contains

Task #

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