How To Sign in and Use Cortex for Cherwell Review

While Cortex Access may have been granted, signing into Cortex the first time requires additional to connect your pre-existing Cherwell Permissions to your Cortex Account, and can only be done after first-time login. If you receive an error, please submit a General Assistance Request for that step to be completed.

To sign in, in a browser, go to https://it-cortex.jmu.edu/Cortex/

1. By default, you will start at the Open the Business object dropdown and Select the option you wish to review.

• Expand the Major business-object category
• For Customer Records, select Customer
• For Incident or Service Requests, select Incident

2. Click the "Quick Search" field and type the respected search name, term, or value. Click "Search"
   1. Note: Selecting "Also search related objects" will expand the search similarly to TeamDynamix, however the search - depending on the value - may cause extended delay or the search to fail.

1.  For Customer Search, Open the Customer record by clicking on any empty space as seen in the image below.
2. The Customer Record should appear as it did in Cherwell, allowing you to review previous Incidents and details.
3. Once you have found the respected Incident you wish to review, Click the space beside the "Incident ID" to bring up the record for review

1. For Incident Search, Open the Incident record by clicking on any empty space as seen in the image below.
2. You are able to view the "Customer History" and review referenced information as needed just as you would from Cherwell.
3. To review Journals or Email responses, Open the "Journals tab."
4. Click on the specific Journal entry in question by selecting the "Details" section.

1. Your Saved Searches from Cherwell are also available, on an Global, Team, and User level.
2. To see your Searches, Expand the Team folder or User folder first (as those will be where they are for most users)
3. You can View the rules or conditions of your search proior to running the search, or simply Click Run to begin the search

Additional Details and visuals can be found here, as well as a PDF version on the side of the Service Offering this Knowledge Base Article. For questions or issues, please submit a General Assistance Request.