Download the HRSC Customer Portal FAQ

听HRSC Customer Portal Navigation Guidance

Customer Portal Functionality

How do I make a new ticket request?
  • You can send an email directly to HRSC@colorado.edu.
  • In the Customer Portal you can use the Submit a Request button on the home screen.
How do I add an attachment after the ticket is in progress?

You can respond to a ticket email with an attachment in Outlook.

  • Using the Customer Portal:
    • Open the ticket needing the attachment
    • Use the Edit icon to open functionality
    • Use the Paper Clip icon to attach the document
    • Use the Save icon to complete the action
My coordinator has updated an attachment on one of my tickets. How can I view it?

In the Customer Portal, open the ticket and click on the paperclip button in the top middle of the screen. This will include a list of all attachments on your ticket.

Several of the attachments have the same name. How do I know which attachment is the most recent?

The attachment at the bottom of the list should be the most recent.

Where can I see the Comments that I've made?
  • The Comments button will kick off an email that is received in your Outlook inbox.
  • The Comments that you send will show in a pane on the right side of a ticket in the Customer Portal.
How can I tell the progress made on my request?
  • Use the ticket Status
  • Number of Requests Completed field
  • View additional attachments in progress added by the Coordinator
What are the Number of Requests and Number Completed fields that I see on my ticket?
  • When your ticket request is received, your Coordinator will update these fields based on the attachments you鈥檝e sent.
  • These will show the progress made on multiple requested actions in a ticket.
Can I reopen a ticket via the Customer Portal?

Yes, if you need to reopen a ticket please select the reopen link on a resolved ticket, and your Coordinator will be notified.

Can I see all the tickets for my department/org?

At this time, you can only see the tickets where you are the requestor.

Why is the due date blank on my ticket?

We are not using this functionality at this time.

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How do I search for a particular ticket in the Customer Portal?

Use the Quick Search functionality in the upper right corner of the screen. Search by name, ticket number or key word.

Customer Portal Communication

Can I see my Email communications on the ticket in my Portal?

No, you are able to keep record of your email correspondence in Outlook.

Can I cc someone on a comment that I send?

No, the comment will only come to the Coordinator working on the ticket.

I responded to the ticket, but it is still showing as "requiring department response." Do I need to resend my email?

No, the Coordinator has received your notification and will update your ticket soon.

HRSC Process

Do I have to use the Cherwell Customer Portal?

No, this is a Supplemental Tool. You are able to communicate requests by using the email hrsc@colorado.edu.

Why is there a ticket listed in "All My Tickets" that I don't recognize?
  • You may be the contact for this request, but not the initiator. The HRSC has received a request from your Dean's Office or one of your employees directly, and has updated the "requestor" to you.
  • Your HRSC Coordinator may have created a ticket for you based on other information received.
What does it mean when a ticket is Pending - Department Response?

The Coordinator is waiting on information from the department to proceed. Please see the corresponding Outlook message related to this ticket.

Why has my short description changed?

Coordinators change the Short Description to help organize their work.

I got an email notification that I created a ticket, but I didn't submit anything.

If your coordinator clones a ticket that you've submitted as part of our work process, you will receive an email notification. No action is required on your part.