Cherwell, the software that runs our IT service management (ITSM) tool known as WiscIT, will reach end-of-life on December 17, 2026, and will be replaced with the cloud instance of the Ivanti Neurons ITSM product.
Join us for the monthly project updates!
We encourage you to join us at the DoIT Service Management Subteam! This informal group meets periodically to discuss tools and processes related to the DoIT Operational Framework and new developments in our ITSM tool. We know schedules are busy, so join us when you can.
Next subteam meeting: Feb 11, 1pm via Teams
Email us to join the subteamAdd the Wednesday meeting series to your calendar
More about the subteam
- The group meets on the 2nd Wednesday and 4th Monday of the month
- Presenters share project updates and tool demonstrations at Wednesday meetings
Progress from the past month: Sprint 19 summary
During Sprint 19, the project team continued expanding self‑service capabilities, strengthening integrations and improving data alignment across systems. Key accomplishments include:
Self‑service capabilities & service requests
- Delivered three new Departmental Tech Support (DTS) workstation service requests — Move, Reassign and Request New Workstation.
- Enabled a DS technician to build out the remaining DTS Portal workflows.
Reporting & research
- Documented all available methods for linking ITSM objects in Neurons, including pros, cons and recommended approaches for future configuration decisions.
Integrations & automation
- Built the foundations of the BigFix integration with Neurons by updating the data import script and defining the architecture for BigFix‑specific fields.
- Ensured device data availability for reporting and identified requirements to support accurate asset‑to‑person relationships.
Sprint 19b (holiday sprint) summary
Integrations & automation
Netbox > CI Location Integration
- Configured the CI Location object for import from Netbox data
- Populated the object with an initial import of locations sourced from NetBox, enabling CIs and related objects in WiscIT to reference a unified location dataset.
System configuration
Incident & service request classifications
- Linked services to a classification object.
- Added metadata to categories to designate them as either incident or service request classifications (not both).
- Enabled services to have multiple associated classifications.
Phone contact classification
- Added the ability for Help Desk agents to classify a contact with a service and classification when creating phone journals.
As of Friday, December 19, the WiscIT team paused all new Cherwell development. This decision was made so they can focus their limited capacity on the ITSM Tool Replacement Project, as Cherwell is nearing deprecation. During the freeze, the team will only focus on developments that are required to address a problem or outage.