Why?

Cherwell, our current ticketing system, is being phased out by the vendor. By proactively replacing the system now, we are not subject to the vendor’s phase-out timeline and declining support, and Cherwell will remain available during our transition.

Impact

 The transition to HaloITSM from Cherwell and Dovetail is scheduled for August 7, 2024, enabling the community to start the academic year using the new system. On that date, the HaloITSM portal will be available for users to submit incident and service requests and find “how-to” knowledge articles.

Action Needed

Login to the HaloITSM user portal at help.wpi.edu (Actions) enables WPI community members to access all information!

Details

Benefits:

  • Additional modules are included to support various ITS functions, as well as expanded enterprise usage. We are working closely with the Registrar’s Office, Bursar, CMS Helpdesk in Marketing Communications, and Academic Affairs departments, who will also transition from Cherwell to HaloITSM. 
  • We are partnering with Talent & Inclusion to replace their Dovetail ticketing system with HaloITSM, providing a more consistent and seamless experience, efficiency for ticket transfer between departments, and cost savings.
  • HaloITSM improves end-user interface for employees, students, and third parties.
  • The transition will employ modernized integrations and communications with existing WPI systems such as Workday and Microsoft Teams, while reducing the amount of manual development required by ITS.

What does the change mean for you?

  • You will be able to use a new interface to look up instructions and service information, enter tickets, and view your current tickets. Service. Service request forms are designed to collect specific information needed to fulfill your request. Filling out the form completely can decrease back-and-forth emails and speed up resolution time.  
  • You will continue to use the same email addresses and phone numbers for the departments using HaloITSM; contact methods will not change.
  • You can continue to use department email addresses to submit HaloITSM tickets, including but not limited to its@wpi.edu, registrar@wpi.edu, bursar@wpi.edu, talent@wpi.edu, cmshelp@wpi.edu. You will now receive HaloITSM ticket responses from department email addresses, rather than hub@wpi.edu.
  • Talent & Inclusion is replacing Dovetail with HaloITSM, so tickets that need to be passed between Talent & Inclusion and any other department can be easily transferred. There is no need to create a new ticket in a separate system.

Frequently Asked Questions

Do I need to learn a new system to ask a question or make a request from any department using HaloITSM?

No, you will not need to learn HaloITSM to ask for and receive help. At help.wpi.edu you will be able to search for information and services, and submit issues and requests through the new and improved interface.  A user guide is available to help you navigate the new user portal.

How will I learn HaloITSM if I work in one of the departments transitioning to this ticketing system?

ITS is working closely with those departments to setup and train the "agents" who will use HaloITSM behind-the-scenes to provide service to our community.

When will HaloITSM go live?

The transition to HaloITSM from Cherwell and Dovetail is scheduled for August 7, 2024, enabling the community to start the academic year using the new system. On that date, the HaloITSM portal will be available for users to submit incident and service requests and find “how-to” knowledge articles.

What if I have an open ticket in the old Cherwell system?

Cherwell tickets are not moving to HaloITSM. We aimed to complete as many tickets as possible prior to Aug. 7th. Open tickets will not move to HaloITSM; they will remain in Cherwell until resolved. 

Will the WPI Hub ( hub.wpi.edu) still be available?

The WPI Hub will remain active for non-ticketing related content and processes. Continue using this resource after go-live for news, software library, add-drop. You will be redirected to the HaloITSM portal to access knowledge and ticketing-related information. Here you will experience the benefits of the new HaloITSM user interface.

Please note: within a Halo article, links may take you back to the Hub or to external resources.