This Week in Changes

This week we had 12 changes that went through CAB approval

11435Move switch management IP addresses to private IPs on isolated networkMove switch management IP addresses to private IPs on isolated network
11461Workday 2020 Release 1 (major release)Workday 2020 Release 1 (major release)

Standing Change

GitLab Updates

If your team manages a Gitlab Community or Enterprise Edition please update to the latest release as soon as possible! The latest Gitlab release includes important security fixes.

Once you have updated your instance please add the system’s hostname to the list in Change Record 11511.

CAB Date Change!

Due to an IT-wide training on March 9, 2020 CAB will be moved from Monday, March 9, to Tuesday March 10 at 11:00am in the Fuller Labs IT Conference Room.

SM Open Lab
For more details about change or any other ITSM process, you can also attend ITSM office hours on Tuesdays from 10-11 AM in Anderson Lab, Gordon Library 1st floor, or request a meeting or demonstration by emailing

Weekly Top 5

1. What is a task?

Tasks are a type of record within Cherwell that can relate to any of the major record types like Incident, Service Request, and Change.

Tasks are great for:

• Asking questions

• Assigning or delegating work

• Creating workflows

2. How are tasks different than tickets?

Tickets are the major record in Cherwell, they hold tons of information about who, what, when, where, and the entire communication history with users and other teams. Tasks allow us to break up work into smaller chunks, outside of the context of a ticket. This allows for a person receiving a task to receive a piece of work without needing to read through a whole ticket. Tasks are self-contained, and ideally can be thought of as increments that can be marked as done.

Because tasks are separate from their parent record they allow for concurrency and dependencies. What this means is that multiple teams can get tasks at the same time, without needing to own the parent record, and tasks can even be related to other tasks to allow for dependencies. Tasks are actionable,units of work, allowing them to track who has done what work and how long it took them.

3. Tasks can be Acknowledged!

One other area where tasks are different from tickets is that they have an ‘acknowledge’ feature. Acknowledging a task is a quick, non-committal, way to show that your team has seen the task, without necessarily marking it “in progress” or signaling that work has begun. Acknowledging a task allows us to communicate better and let other teams gain valuable information to communicate with users about the status of their tickets.

4. Put them on hold!

Just like tickets can be set to pending, tasks can also be placed “on-hold”. Placing a task on-hold allows you to communicate that you are unable to directly work on a task at the moment due to some other reason.

5. Don’t be afraid to close them out!

Tasks, in general, are less formal than a ticket. One great thing about them is that you don’t need to be afraid to close them out. If a task is missing pertinent details to get it done you can close it with a ‘needs info’ or if it went to the wrong team, feel free to decline the task without feeling obligated to find the right team.