Pin a CSM Item

Use CSM Item Managers to pin frequently used items to locations that are easily accessible in CSM. When a CSM Item is pinned, a pin icon displays on the selected item, and the pin is added to the Pinboard (in the CSM Item Manager tree) and MRU list (in the CSM Desktop Client menu bar, if applicable).

Pinning is available for the following CSM Items:

  • Attachments
  • Actions
  • Business Hours
  • Calendars
  • Commands
  • Counters
  • Dashboards
  • Document Repositories
  • E-mail and Event Monitors
  • Expressions
  • HTML Pages
  • Knowledge Sources
  • One-Steps
  • Queues
  • Reports
  • Search Groups
  • Stored Values
  • Themes
  • Visualizations

Good to know:

  • Pin and unpin CSM Items in CSM Item Managers using the CSM Item Manager toolbar or context menu.
  • The number of items that can be pinned to the Pinboard and viewed in the MRU list at one time is defined in the Cherwell Service Management Options window (Tools>Options>General Options page>MRU (Most Recently Used) Items section).
  • The scope of a CSM Item is identified by a pin icon:
    • Pins that are visible for the current User are identified by a blue pin icon Blue Pin.
    • Pins that are visible for the current User's Role are identified by a red pin icon Red Pin.
    • Pins that are visible for an alternate Role of the current User are identified by a red pin icon Red Pin.
    • Pins that are visible to all Users are identified by a green pin icon Green Pin.
    • Pins that are visible for multiple scopes are identified by a purple pin icon Purple Pin without Drop-Down.
  • When a CSM Item is pinned, a pin icon displays on the selected item, and the pin is added to the Pinboard and MRU list.
  • Pinned items display above MRU items in the MRU list and are indicated by a purple pin icon Purple Pin without Drop-Down.
  • Locate the original scope of a pinned item by right-clicking the item and selecting Pinning>Go to Item.
  • Organize pinned items in the Pinboard folder by using the Up and Down buttons on the CSM Item Manager toolbar or by right-clicking the item and selecting Pinning>Move Up or Move Down. Users can also drag-and-drop items to a new location within the same scope. Items in the MRU list display in this order.
  • Managers look and behave differently in the Cherwell Browser Client. For more information, refer to the Cherwell Browser Client documentation.
  • The ability to pin CSM Items is configured through security rights. For more information, refer to the Security Rights documentation.

To pin a CSM Item:

  1. Open a CSM Item Manager.
  2. In the CSM Item Manager toolbar, click the down arrow on the Pin button.
  3. Select Pinning from the drop-down, and then select a scope for the pin:
    • Pin for User ([User]): Pin is visible in the current User's Pinboard folder and in the current User's MRU lists.
    • Pin for Role ([User's Role]): Pin is visible in the current User's Pinboard folder and in the current User's MRU lists for the Role that the User is currently using. It is also visible to other Users who are using the Role.
    • Pin for other Role: Pin is visible in the current User's Pinboard folder and in the current User's MRU lists for a Role that the User has, but is not currently using. It is also visible to other Users who are using the Role.
    • Pin for all Users: Pin is visible in Pinboard folders and MRU lists for all CSM Users.

    A pin icon displays on the selected item, and the pin is added to the Pinboard and MRU list.

  4. Users can now:
    • View pinned items in the Pinboard folder.
    • View pinned items in the MRU list, if applicable.
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