Enterprise Service Center (ESC) is a cloud-based service management solution that helps teams in organizations to implement, automate and upgrade service and support process.
The ESC self-service portal provides another method of addressing technical issues by allowing users to self-submit tickets for issues or requests, track their open tickets, and communicate directly with support staff about their open tickets.
In addition to the self-service portal, we will email notifications will be sent out to the requester any time a ticket is created or resolved for that user. A notification will also be sent whenever the support team wants to communicate with the requester.
Frequently Asked Questions
Introducing the New IT Self-Service Portal
Past 90 Days
This issue has been resolved.
Users may encounter errors when attempting to save a ticket or when logging into Cherwell. ITS support staff are investigating.
The new self-service portal provided by Cherwell, called Enterprise Service Center (ESC), will be rolled out to campus on Thursday, June 16. All UI students, faculty, and staff will then have access to self-submit tickets for issues, track and check the status of their tickets, communicate directly with support staff, and receive automatic status updates by email. All users will receive email notifications when a ticket is submitted or closed, and when the support team wants to communicate with the requestor.
Additional information about the ESC portal can be found on the Enterprise Service Center support site.
On Wednesday, March 9th, a soft launch of the Cherwell self-service portal will be available to ITS and OneIT staff. The Cherwell self-service portal will provide another method of addressing technical issues by allowing users to self-submit tickets for issues or requests, track their open tickets, and communicate directly with support staff on their open tickets. After successfully piloting internally to ITS and OneIT staff, the portal will be rolled out to the rest of campus.
Cherwell servers will be receiving an upgrade. Cherwell will be unavailable during this time.